At the beginning of June, I started working at Chick-fil-A. I spend about 40 hours a week working the front line (taking orders, bagging orders, working the drive-thru window, calling out orders etc.). Being behind the counter made me realize I’ve been doing fast food wrong my whole life! Here are 8 secrets, from my experience, to help you get the best service possible at a fast food restaurant.
1. Pay attention! while standing in line.
Cashier: “I can help the next person in line”
*no response*
Cashier: “Ma’am? I can help you right here”
*woman staring off into space*
Cashier: “Hello ma’am I can help you right here!”
*Irritated person behind her taps her on the shoulder and points her to the cashier*
One of the worst things you can do in a fast food line is be distracted, whether that means you’re staring into space, talking to a friend, or staring at your phone. I understand that fast food restaurants are distracting (loud noises, yelling children, employees calling out names, etc.), I stand in one for 8 hours each day. As a cashier, I usually have to yell to get the next person in line’s attention. However, after yelling “I can help the next guest in line” all day long I don’t have a voice. As a customer, if you pay attention to the cashiers, I guarantee they will wave at you, raise their hand, or make eye contact in addition to saying “I can help the next guest in line.” If you pay attention, it makes cashiers very happy, saves our voices, prevents those behind you in line from getting angry at you, and makes your service much faster. To keep orders coming out at a quick rate, we need to take orders at a quick rate as well.
2. Be clear.
When you approach the cashier to tell them what you want, be loud and clear. As mentioned before, fast food restaurants are loud! After an entire day at work, the consistently loud volume gets to me. A few days ago I asked a man if his order was dine in or carry-out and he said, “Ill tell you if you stop yelling at me.” In that moment, I realized the sheer loudness of Chick-fil-A had gotten to my ears; the consistent loudness makes it harder for me to hear you. To prevent the awkward “oh! You wanted Hi-C not iced tea” or “sorry can you repeat that?” for the eighth time, just be clear. Being clear includes the volume of your voice, not mumbling, directing your order at the cashier, and knowing what you want.
3. Know what you want when you order.
Some people have never been to Chick-fil-A. I know! It’s very difficult to imagine. However, that means they need to look at the menu. We have all been into a restaurant for the first time and had to stare at the menu for 10 minutes, or can’t decide what we want so we silently play eenie-meenie-miney-moe, THAT’S OKAY! Sometimes you need more time to look at the menu when a cashier says “I can help the next guest in line.” Please, take all the time you need. But, needing more time doesn’t mean you should come up to the counter and continue to stare at the menu. It also doesn’t mean that you should come to the counter indecisive. There are few things worse than the “so you don’t want a number 2 meal with a coke? You want the number 6 entree with a frosted lemonade?” kind of conversation. If you need more time, be a generous person and let the person behind you go before you. I guarantee no one will complain if you let them cut you in line.
4. A combo comes with fries!
Regardless of which fast food franchise you visit, a combo will consist of an entree, a drink, and a side of some kind (usually fries). That means you should not order a number one combo without fries. A number 1 combo without fries is simply a sandwich with a drink. Also, it’s unnecessary to say “I want a number 3 combo with fries.” Unless you specify that you want to substitute the fries for something else, you will get fries with a combo! This one might seem simple, but so many times customers get confused by what a combo contains and it complicates the ordering process. Remember: My job is to get you FAST food.
5. If you only want the entree, don’t say “I want a number 1”.
My goal as a cashier is accuracy and speed. I want to get your order in as quickly as possible without mistakes. When someone says “I want a number 1” I assume that means you want the number one combo. If you only want the chicken sandwich, please make that clear. A customer can say “I want a chicken sandwich” or “I want a number one ENTREE.” Now that you know fries come with a combo, you can order either “a number one” or “a chicken sandwich,” not a number one with no fries/drink. Once again, I’ll reiterate the importance of quick and accurate service in a fast food restaurant.
6. Ask for sauce before you leave the counter.
I know you know if you like BBQ sauce. I know you know that BBQ sauce is not on the condiment counter by the napkins. So, I think you should ask for BBQ sauce before you walk away from the counter. Most fast food restaurants have a sauce that they keep behind the counter. When you order your food the cashier will probably ask you if you’d like any sauce. But, like any human, we forget sometimes. As the customer, if you know you want BBQ sauce with your nuggets, please ask! There’s nothing worse than delivering a tray to a table and the guest asking for sauce. When that happens the runner must go back to the counter, get your sauce, go back to your table, and return to their position. While this doesn’t seem very difficult, it puts a runner, cashier, or bagger behind when they must take the extra few seconds to get your sauce. When every person asks for sauce after leaving the counter during a lunch rush, fast food quickly becomes a sit-down meal at a fancy restaurant. To help us help you, just ask for sauce before you walk away, or approach the counter yourself. As a cashier, I’d prefer a customer approach me at the counter and ask for sauce then ask the runner, who has 6 trays waiting for them behind the counter.
7. Stand under the pick-up sign!
I don’t think there’s much to say about this. If you order your food for carry out and plan to pick it up at the counter, YOU SHOULD PROBABLY STAND UNDER THE PICK-UP SIGN. I promise the sign is there for your good; the sign is there so that you can stand in the right spot to get your food quickly.
8. Don’t hassle the cashier.
I understand that it’s frustrating when there’s not a “senior discount”, chocolate ice cream, or that one very specific request you might have. I know that prices seem to be getting higher and paying for extra cheese can be irritating. However, a cashier has no power to change that. Oftentimes, the prices and product options come from the franchise; sometimes they come from the owner. But processes and products are never determined by a cashier or manager. As a cashier, there’s nothing worse than being hassled for something I have no control over. I wish I could give you a discount, or fulfill all your requests, but I can’t. If you want the best service at a fast food restaurant, keep your cashier smiling by understanding our limits to your service.
9. Have patience.
It might be obvious that no human can reach perfection, but I think customers forget that fast food workers are human. The kitchen might forget the bun on your sandwich. The cashiers might hear your drink size wrong. The bagger might forget your french fries during a lunch rush. Please have patience with your servers. They work harder than you might think!
