My guess is that 10 years from now, Panera will have been replaced by a similar company who steals the market with a 'we do the same thing, only better' strategy. 
Let me say I am not some cranky hot head who has a beef with everyone. I have written exactly one complaint to customer service in my entire life, and it was to Panera. I have just found their customer service to be all around poor, at various locations. To me this is a sign of some larger problem in their overall structure. Starbucks is huge and yet I've never had an experience with a rude employee there. I've had many at Panera.

Examples:
- They forgot half my order and instead of apologizing, snapped at me "You didn't tell me that!" Nothing says service like calling the customer a liar.
- A manger tried to kick me out of a booth (the only seat available when I sat down,) in the middle of my meal because a smaller table had become available. I didn't refuse, but when I said I wasn't happy, he proceeded to start an argument with me in the middle of the restaurant, saying "What, what, you're mad that I asked you to move?" (rolling eyes.) Nothing says customer service like starting a verbal altercation with a customer mid-restaurant.
- The above incident actually prompted me to send my first and only complaint to customer service. They actually responded that 'some people' (not naming names or anything, ha ha!) take up too much space and it's hard because the managers just want to help everyone. Nothing says customer service like replying that whatever problems you experienced are all your fault.
Again, I am so not a complainer, but I have had one too many bad experiences with this place. They are riding high on popularity now, but someone else will come in and do it better soon enough, mark my words. 

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