What are people thinking about while they spend 5 minutes waiting in line? Because it's not their damn drink orders, that's for sure. There is no worse answer when you ask, "So, what can I get you?" than "Oh, let's see..." because then you know for sure that they haven't even started thinking about it. What do they assume you're going to ask them when they get to the front of the line? Why do they think you're there?