Hello Friends,
I know that I talk about work a lot here. But ever since I began this blog, I have been itching to do a blog post about Drive thru manners (both customer and employee). So I have decided to do that today.
Now this list could probably go on for days, but I'll try to shorten it up.
1. Know what kinds of items are on the menu. Just because one location has a product, it doesn't mean they all do.
2. Try not to use general terms when asking for a size. Saying "regular" size is relative. If you are unsure how the sizes are labeled, ask by saying "what sizes do your french fries come in?"
3. Don't waste our time. This may seem a bit crass, but asking me to wait while you finish a phone conversation is down-right rude.
4. Yelling so that we can hear you is probably not necessary. Again I only know my stores system but if you can hear me fine, chances are I can hear you. Blowing my eardrum by yelling into the speaker is really unnecessary. If I can't hear you, I will let you know.
5. Consider just how much you are ordering. Any order over $20 can be considered a large order (under $20 can be large if it is mostly dollar menu items). Expecting us to finish a $20 order in the same time as a $5 is stretching it a bit. I may even suggest any order that is over $40, call ahead and let them know you are coming so that they can be better prepared.
6. A sub-point of #5. Ordering 10 sandwiches (or fries or nuggets) is going to take us a few minutes. Please be patient.
7. I have no patience for rudeness. Even on the worst days I try to put on a happy face, but if you are outright rude to me, don't expect me to be overly joyed to serve you. Keep in mind that in most places a manager will be able to hear anything you say, and if I am being rude, I will be told about it.
8. One of my biggest pet peeves is people not listening when I speak to them. So often I say "I'll be with you in just one moment" only to have them begin to order. I have a manager who, in this situation, will let the customer get all the way done ordering, then ask for their order. My favorite is when I am asking a choice (so chocolate/ vanilla, or small/medium/large) and the response I get is "yes". Yes doesn't answer my question.
9. A side to #8 are people who begin ordering the minute they land on the speaker. Now its fine for places who run more that one person on the drive thru as my store does during the day. But with just one person, chances are we aren't ready for your order right when you get to the speaker.
10. So many times I have had a screaming kid in my ear, with no one getting him/her quiet. Of course I also get the opposite of the parent screaming at the child to shut up, which doesn't help. Try to get an idea of what your children will eat before arriving so that there is no need for a discussion.
11. Adding more items after leaving the speaker. I understand forgetting to order for a person or missing one little item. But doubling the size of your order is a little rediculous. If that many people are being ordered for, it may be the best idea to make a list.
If anyone took offense to any of those, that was not my intent. I simply wanted to make light of some things that I bet some of you do. I suspect some of you may have suggestions directed at employees, I welcome such suggestions and ask that you please comment them below.
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Tonight is LNW group meeting and our GM hunt event afterwards. its gonna be a very long day at work so I best get to bed. Everyone have a great night/day.
Well here is one of my pet peeves with the drive thru
ReplyDeleteWhen I order a large Sprite, please do not put on the screen (if you have one at the DT menu) Large Fries.
I have tried to overcome this annoyance by saying may I have a Large SpriTe Drink.
Unfortunately the next subject may offend some and I am sorry.
It is really difficult to order when the person at DT is a English as a second language person and has difficulty understanding what I am saying. Most of the time it is not at Wendy's. It can get frustrating repeating an order up to 4 times.
Sometimes places love to take short cuts and not prepare an order per our request. Oh so many times I have gone through and placed a special order and get to my destination to find out that the order is wrong.
When we only have a half an hour for a lunch break it is a waste of time to go back to get the order correct and have time to eat.
Yes I have checked my order before I have left the window but when I have "dinner" break it is usually when everyone else behind me is also, so I feel bad when they to only have a limited time to take their break.
Why does it seem that all establishments fill the cup entirely with ice then give 1/4 of drink to fill the gaps. Is it standard practice to do this. And my gosh $2.00 for a Large Soda, I can go to a store and get (2 or 3) 2 liter bottles for that much. How much can your syrup actually cost, I know that it does not cost that much. I would figure that you are making at least 200% mark up on that stuff. These are hard times for consumers, we know that we need to pay some good money for actual food, but hold back on the drinks.
Speaking of drinks, when I just want a water, why is that we get a extremely small glass, I mean this glass is like smaller than a dixie cup at times. And then when you ask for a large water they tell me we have to charge me for a Large drink.....REALLY!!!!!! It's TAP WATER for goodness sake, GIVE IT AWAY!!!
The fries are a big sore spot for me, almost every where you go they have the trough of fries that have been caked in salt, what are you all trying to do kill us???
I do something that probably makes you all guys made is that I order my fries w/o salt and sometimes well done, then I ask for salt at the window.
Here I get 2 things....salted fries MY way and HOT FRESH fries.
Extra items to add to something. I can't believe the prices to add something extra to my order. .70-.99 for extra cheese?? Holy smokes!! And that is per slice. Yes I would like extra cheese please....yes sir how many slices would you like?
I think that we we order extra cheese its ok to charge me the .70-.99 but put on the number of slices that were originally on the item. So if there is 3 slices, give me 3 extra for the single cost.
Straws....man I hate it pulling away from the window half way down the freeway to grab my drink and have no straw. GRRRRRR!
Well I think I have ranted enough...for now.
Sorry to anyone that I have offended.
Wendy's does pretty well in most of these aspects, but still falls short on some.
See ya tonight!!
oh, I like the response :) I have some suggestions to help you.
ReplyDeleteIf there is a failure to communicate (if the dt person doesn't understand english well)maybe ask to order at the window so that they can understand you better.
As far a checking the order before you drive away, don't feel bad about that. I would rather have your order right and have the person behind you pissed off (at you not me) for not moving fast enough.
I laugh at drink prices here. We have a speedway gas station right next doo and you can get a pop (larger than our large) for $0.89 when ours costs $2.12 :)I love the people who come through just for a pop, when it is obviously cheaper right next door. As far as ice amount goes, we are instructed to fill the cup to "the top of Wendy's head" (about 2/3 full). Asking for light ice might be a good solution. The only thing we do full ice for is the iced tea, since it is brewed and can get really warm in the middle of the day.
So you're one of those no-salt guys? hmm well, I get the reasoning. it really is the best way to insure fresh fries.
$0.99 for extra cheese?? dang thats too much. We charge 30 cents per slice. If you want cheese sauce its 40 cents. Our applewood bacon is 99 cents for extra though. But most don't order extra bacon.
I genuinly try not to forget straws. In some cases the window person isn't bagging the order though so it may not be their fault.
idk thats just some thoughts from the other side.