I recently ate some fast food via drive-through. When I got to the window, the attendant was very apologetic, as the line had moved rather slowly.

In hearing the apology, two things came to mind.

One. When an employee acknowledges delays and inefficiencies, it unburdens the customer's need to point it out. By saying, "I know service is slow today. Sorry to keep you waiting," the employee gives the customer a chance to hear, "I know. I'm with you. I, too, wish this was working smoothly. But it's not." There's a subtle suggestion of we're in this together.

Two. When did we get to the point that it's acceptable to be impatient in a fast food drive-through? Clearly, the employee had anticipated frustrated customers. I was not one of them.

• I did not have to leave the comfort of my vehicle.

• I did not have to pause my podcast.

• I did not have to stock groceries.

• I did not have to prepare food.

• I did not have to clean any dishes.

Considering the amount of money I paid and the length of time I had to wait, my paper-bag meal was nothing less than magic.

And by not complaining, I was even thanked for my patience.

As far as I'm concerned, I came out ahead in the deal.