I could be completely wrong, but isn't the automatic gratuity for parties of 6 or more? That is usually how it works. I have never experienced poor enough service not to warrant 18% gratuity. For me I usually tip more than that anyway and I usually end up adding a few bucks to the tip to get to at least 20% especially with kids now. They can make a mess some times. I have not heard of adding an automatic gratuity to counter service. That would be pretty bogus in my opinion. I usually never tip at counter service unless someone goes above and beyond. When I go to Dunking Donuts and the lady makes up my coffee without me even ordering I always give her my change in the little tip bowl.