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ST. LOUIS—Expecting to see a wisecracking, well-groomed cook waiting to prepare her meal upon entering an area Steak N’ Shake restaurant, Emma Miller was shocked to discover a scene that appeared exactly the opposite. The 82-year-old grandmother of four visited the restaurant with a friend for a late 4:30 p.m. dinner after seeing ads featuring decent-looking, young men and women preparing steak burgers from the finest Grade A meat.

“The spatula didn’t look nearly as shiny as the ones on TV either,” said Miller, who reluctantly ordered an Original Double and a Bean Croc. “I asked where those kids in the advertisements worked, but nobody knew.

“I have no idea why I wanted that Bean Croc either,” added Miller. “It seems like maybe I had heard someone say it very rapidly.”