*A few whining that they could not go to lunch immediately or work their special projects as the higher manager said none of those until the queues were under control. Most people I work with I believe can wait an extra 30 minutes to eat lunch unless they are on a special diet or have a doctor's note on record that they must eat at an exact time every day (my opinion only)
I don't know if I see that as PD. If it was a once in a while thing, fine, but I wouldn't want repeated delays of my lunch break, because that's what employees are entitled to. At my previous job, I had to practically beg for my break sometimes and I didn't appreciate it. I didn't have a special diet/medical condition, but as a human being, my blood sugar does drop sometimes, so some fuel was needed so I could do my job properly.
Disclaimer: All yous are general.
In a customer service job, I do see it as PD. Yes, I don't want to have to beg for my break - I once had to threaten that if someone didn't come relieve me for my hour late lunch, I was going to just walk back and leave the registers unmanned. Should have seen the way a manager flew up to the register like he was accio-ed.
When I worked a full week at that job - 5 to 6 days, depending on need - at least half of my shifts had me taking my lunch 30 minutes late. What I got in return for leaving 30 minutes late to my lunch, either due to line or that my co-workers were unhelpful*, were regular times of being allowed to leave early or have my lunch bought one time during the week. They didn't have to do it because I considered working through the queue as part of my job, even if I didn't have breakfast that morning and the only thing I had for the day was a big cup of coffee. Other people can't do that, but as long as I have liquid nearby, I'm usually not hungry.
There's another side to this in the managers' mind too. If there's a line of 3 or more people, you stay and you help to finish that line so the manager doesn't have to deal with unhappy customers. It doesn't matter if that line is in person or on the phone, you stay and you help out your coworkers finish that line. Also, the managers are going to remember who whined and who just kept their head down and did their work. Mine did and I bet Rose's manager saw it as well.
*I worked at a Borders from fall 2006 to summer 2008. It was usually myself, two floor people (one down, one up), two managers, and anywhere from 4 to 6 stock people. When we got busy, the stock people were supposed to stop unless they were directly helping another customer and head up to register when they heard someone call for it. Of the entire time I was there, most of my lunches were late due to none of the stock people willing to come up to register or the floor person moving to register for 1 hour so a stock person could do floor and stock. And no, the stock people weren't helping other customers but just stocking. When my hours to just Saturdays/Sundays with on call during the week and my coworkers continued to treat me in such a manner but made it 45 minutes late for a lunch is when I got the heck out of dodge.