Fast Food Drive-thru Etiquette

A Virus Changes Things

The COVID-19 pandemic proved some things about the restaurant industry; fast food workers are essential workers. Also, fast food places with drive-thru services were more valuable than others. Still, it's not uncommon (even during those critical times) that customers at these establishments rarely respect those that work there.

YouTube and Google are filled with accounts of drive-thru workers being attacked for the most minute thing such as chicken nuggets.

Contentious Service

Far too often, the line for the drive-thru is hampered by rude or indecisive customers, faulty communication systems, and overworked or understaffed workers (which, as of this writing, is apparent due to the plethora "now hiring" signs posted on the doors and windows, as well as on the marquee at these establishments).

Speedy service is what a drive-thru is all about.

The procedure through the drive-thru should be fast and easy. However, it's not surprising, lately, to be stuck in a line of cars for five to 10 minutes or be told to pull over to a nearby parking space because the meal hasn't been prepared, yet. In addition, a lot of time is wasted when the customer in front of you in the line either order a huge amount of food or has a hard time choosing something. You expect speed, instead you get delays and plenty of reasons to groan at the process.

Speedy service is what a drive-thru is all about. In less than five minutes, a fast-food cashier will have a nice hot combo meal waiting at the window for the customer to pick up. It’s an assembly line in which speed and accuracy are gracefully put to good use. And, when the process is done correctly, everybody leaves happy; the customer has his or her lunch, and the fast food employees made another sale.

Why the Need for Etiquette?

Etiquette is not exactly the first thing that comes to mind when discussing fast food drive-thru. The interaction between employee and customer is often quick. However, this doesn’t mean that some interaction is not going to take place.

In fact, the entire process starts the moment when the costumer drives up to the intercom and places his or her order. Then, it concludes only after the money and food are exchanged at the drive-thru window. There’s plenty of time and opportunity for interaction.

As succinct as this interaction appears, etiquette still needs to be followed. Whether it’s a cordial greeting over the intercom or clarification of the order, appropriate behavior in this situation needs to be practiced. However, drive-thru etiquette also needs to be clarified; there are things the customer and the fast food employees have to do to keep things flowing and harmonious. Here’s a breakdown of the two positions.

The Employees’ Roles

Always respect a customer’s reasonable order. If they order a burger and drink, don’t insist on persuading them to get the combo. Maybe there’s something that the customer doesn’t like that goes along with that combo. Even if it’s only a few cents or a dollar more, and it may sound like a great deal, not everybody needs fries or a drink with their order.

Also, don’t make assumptions about the order. If you were confused or not clear about a request, ask the customer to clarify. Don’t make assumptions; be precise so the delivery is as flawless as possible.

Be prepared for unusual orders. It’s easy to take orders from people wanting the combo meals. When somebody gets a la carte, don’t sound dumbfounded or shocked (yes, this happens quite a bit). So somebody said something that was different from what you expected? That’s why you should always be prepared and not assume that the order is going to be the same.

Finally ( and, possibly the most obvious) don’t be rude or spike the food. Case in point, an employee taking order from a customer thought it would be funny to spike it with his own special “sauce”. The customer turned out to be an off-duty cop. Now, he has a police record and is out of work as a result of his prank.

The Customers’ Rules

Be ready to order. Don’t idle your car for several minutes deciding what to get. If you pulled into the drive-thru, it usually means you’re on the go. Also, the other customers behind you have the same mindset: they’re in a rush to work, school, and appointments. Indecision is not going to help matters, especially on busy days.

Don’t change your order at the window. This means they have to cook another meal, thus holding up traffic behind you. Again, indecisiveness holds up everything. The one exception in this matter is if the employees got your order wrong. Even then, they will most likely have you pull vehicle over to holding spot and have you wait until the meal is hand delivered.

Finally, don’t be rude or pull practical jokes over the intercom

When paying for a meal, try to avoid using coins. Sure, if you have dollars bills and enough change to make the difference. But to pay for a six or seven dollar combo with pennies, nickels and dimes is time consuming and a patience breaker for both the customers behind you and the employee who has to count the coins.

Stay off the cell-phone, no need to text or call a friend while picking up a meal. The time it takes to get that meal is short. You’ll have all the time after the process to talk or text. It’s simply a distraction that keeps a speedy service from doing what it is suppose to do.

Finally, don’t be rude or pull practical jokes over the intercom. First of all, they can see you through a camera. Secondly, the employees have a right to refuse services to you. One incident that comes to mind was when three drunken college students screamed obscenities from the backseat while the driver was trying to order a breakfast burrito. The employees became so incensed by the vulgarities that they actually stepped outside and told the car full of drunks to leave. The only sober one, the driver, left angry and hungry.

Don’t Make a Simple Process Difficult

General rule to Drive-thru etiquette: Don’t make the process difficult. It’s easy and fast. Ordering through drive-thru is such a small time in one’s life. There’s no need to be rude or to mishandle an order. There are bigger and better things to do with one’s life than being a jerk in the drive-thru as a customer or employee. All it takes is an order and a delivery; is that so hard to do?