I think a big part of the issue (if you're working at The Chain that was Formerly Canadian) is that it's a fast food place. It's not really embedded in our culture's collective mind that we should be tipping at a fast food place. It's like buying your groceries... you don't tip the cashier there. Or buying clothes, movies, same thing. Even though it's a restaurant, it's not a sit-down, waiter/waitress comes and serves you kind of restaurant. People know they're supposed to tip there, and really you've more of a mind to because you feel like you are getting individualized service and are not just part of a conveyor belt system like at a fast food place. I'm not saying it's right, I'm just saying this is what I have come to understand.