As an employee and shift manager of a popular fast-food chain, I sometimes get wrapped up in the business and behind-the-scenes aspects so much that I lose focus on what is really important: making sure the "fast" in fast-food meets the expectations of the customers. But I can't tell you how many times unprepared customers come through the drive-thru, slowing down their overall experience as well as the experience of every other customer waiting in line. As a shift manager, I care deeply about customer satisfaction for every customer who visits. As a result, I've compiled the following list of tips to help ensure that you get the fastest service during every visit.
1. Put Down the Phone!
I can't tell you how many customers come through and sit at the speaker while gabbing on their cell phone. First of all, it's rude. You wouldn't walk into any other restaurant (or public place for that matter) and expect to communicate with employees while holding a phone conversation, right? And don't wait until you're in line to call your house and ask every member of the family what he/she wants. Either make your phone calls well before or after you place your order. Or at least have the common courtesy to put the person on the other end on hold while at the speaker.
2. Have a General Idea of What You Want
On your way to your fast-food restaurant of choice, think about what you want to eat. For example, if you're headed to McDonald's, you can be pretty sure that they have burgers, chicken sandwiches, salads, and chicken nuggets. Narrow these categories down so that when you arrive, you can quickly scope out the products that fit this category in case you're not familiar with specific menu items. "Umm-ing" and "ahh-ing" at the speaker for 2 minutes is slowing business for you and for everyone else in line.
3. When the Order-Taker Gives You a Total, Have Your Money Ready
This is pretty self-explanatory. Have whatever form of payment you are using ready by the time you reach the window. You'll get your food that much faster.
4. Don't Place Huge Orders
There have been enough people who come through the drive-thru wanting 20 cheeseburgers. This isn't a good idea. Everyone behind you now has to wait for the kitchen staff to make 20 cheeseburgers, as well as every other order placed prior to that. I would suggest calling ahead to place your order for pick-up or simply coming inside. Besides, you're almost surely going to get pulled ahead and have to wait anyway.
5. Don't Order Multiples of Something That Takes a Longer Time to Make
I don't expect customers to know this, which is why I'm sharing it now. Soft-serve ice cream comes out of the machine slower than we would like. If you order six ice cream sundaes, I can guarantee that not only will it take a while simply because of the machine's speed, but the ice cream will eventually start to come out extremely soft. This means that by sundae number four, we might have to wait a minute or so to let the ice cream harden up again to the point where we can begin making the remaining two sundaes. Basically what I'm saying is this: ice cream and specialty drinks take a while to make. If you're going to order enough of them at one time, it might be wiser to come inside.
6. Answer All Questions Necessary for Us to Complete Your Order
Don't order a number three value meal and then sit and wait for us to ask you what you want to drink. More than likely, when you order a value meal of any sort, you should expect that it comes with fries (or a similar side) and a drink. Be prepared and order completely. The less questions we have to ask, the faster your experience will be.
7. Make Sure That What You Order Is What You Really Want
We get enough customers who say, "I'll have a number six with a Coke," pay for their order, then get angry when they receive a number six with a Coke. Wait, what? Turns out what they really wanted was a number six sandwich only and a small coke. Be specific with your orders. What you order is what you're going to get. If you're not sure about something, ask. We want to make sure we get it right the first time. And if the drive-thru has a speaker with a display, use it! Double check your order on the screen. This allows you, and us, to fix any mistakes right away.
If you expect to do any of the above, it's wisest to place your order inside. Being a prepared customer pretty much guarantees that you'll get the fastest service possible. Plus, all the other customers in line behind you will be grateful whether they realize it or not. But most of all, we employees will be able to provide you with the quality of service you deserve.
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