watching failure...

Good morning. It's been a while since I've had a good, old-fashioned Dunkin' Donuts post, so here is one.
This morning I stopped in the DD in the nifty rest area off 295. There was quite a line inside and I couldn't figure out exactly why, until I got to the front of the line.
This place works interestingly, because it never seems to be appropriately manned. There is a person at the register who also makes the coffees while the other person handles making sandwiches/bagels/pizza/omelets and whatever the hell else they make in a Dunkin' Donuts now.
Usually, it works very well and when I go into other stores, it sometimes seems like they have way too many people running around.
Unfortunately, when you have a chain with only two links, the weak link is really apparent and damaging.
There was the lady who is always there running the cash register and making the coffee, and the weakest link in the universe doing the other stuff.
He had a head that looked like the Wizard of Oz might want to connect a basket to it and float away to Kansas.
When I first saw him, he was making a bagel for someone. He was, not using the slightest bit of hyperbole, SLATHERING the bagel with massive amounts of cream cheese. When he slapped the top of the bagel on, it oozed down the sides. He had cream cheese on his knuckles. It was not pleasant to watch.
He wrapped it in paper, placed it in its bag, then went to put the little sticker on the bag that held it closed, like they do. Sadly, he dropped the bag on the floor. It almost opened, but not quite. He was safe and did not have to make another bagel. He stood up and went to put the sticker on the bag, but in the process of bending over to get the bag from the floor, he managed to stick the sticker to itself and wrap it around one finger. He must be very cost-conscious, because instead of just ripping it off and getting another one, he took some measure of long seconds to carefully pick the sticker off itself and his finger, then stick the wrinkled thing on the, now wrinkled, bag.
His face, big face, was an uncomfortable shade of red by the end of the process.
He looked at me and said, "Did you want a bagel?"
I was about to say, "Hell no." when a guy who had been sitting at a table since I got there stood up and said, "Yeah. That's mine. Thanks."
The action of his grabbing the bag combined the tone he used, made me think his "Thanks." might not be completely sincere. Maybe I'm just too negative.
After he was done mangling making the dude's cream cheese with bagel, he was free to do other things. When there are no food items to be made, the second person moves to the register and works coffee with the first person. Honestly, when it's working right, it's a very efficient process.
It wasn't working right.
As the competent lady was already working on someone else's order, I got my coffee made by ol' hyperthyroid head.
He stumbled around a little bit, missed the cup with the milk, fumbled some Equal in, began to add the coffee and dropped the whole thing on the ground.
He slammed his hand onto the counter and said, "Ahhhhgh!!"
His head, big head, was an uncomfortable, and unhealthy looking, shade of purple by the end of the process.
The competent lady shook her head severely at him at told him to get the bucket.
I think that's how you know when you are a failure, when someone shakes their head at you and tells you to get the bucket.