질문1.
he noticed that, as he was a one-man show, the biggest bottleneck preventing him from selling more doughnuts and coffee was the disproportionate amount of time it took to make change for his customers.
밑줄친 부분 구조가 어떻게 되는건가요?? it부터 이해가 안갑니다~ 그리고 took은 어떻게 해석을 해야하는지?

질문2.
modern societies are much less close-knit and when we see a heartfelt appeal for harity, chances are we may never even meet the person who is suffering.

2번도 구조가 어떻게 되는건지 chances 다음에 are가 나왔는데 문장이 또나옵니다. 알려주세요 그리고 chances는 무슨 뜻으로 쓰인거죠??