Queuing is admittedly a problem. But, if you put up a sign at the front warning of a 45-minute wait, you need to ensure the wait is a little bit less than 45 minutes. When customers discovers the wait is actually one and a half hours, they will know they have been 'conned'. Of course, not all customers complain - not least because they know they will receive a standard reply. But the dissatisfied customer will not come back.
Customer care is something which has become worse and worse.
The second problem I would highlight is related to what we call the 'value system'. In our industry we do the same. We started off by giving people certificates for being the employee of the year, and then we gave them one for every six months. Now we give them monthly. The result is that everyone looks great, but it devalues the system.