We got food there rather late (9 PM on a Sunday) so that could have been the issue, but with a restaurant located at an exit on a major highway they should be prepared to handle travelers at all the hours they are open. The food was not consistent and it was very slow service. Its great to get food made to order, but still 20 minutes is a long time to make salads and chicken strips. The salads were very skimpy on toppings, not even filling the bowls. I would hesitate to choose Steak 'n Shake again for a quick meal. The milkshakes were great though! Everyone was friendly and tried to be helpful but they just seemed undertrained or disorganized-- so that is why the low score for service.