I've been working on and off at Wendy's for about two years, and I really enjoy working in the drive thru most of the time. Sometimes, though, customers are really rude or inept at basic social and restaurant etiquette, and honestly, one bad customer is enough to ruin anyone's day. So please, be kind to your drive thru attendants and heed the following advice, and you should get through the drive thru just fine.
1. Be friendly and appreciative (or at least pretend to be).
People in customer service constantly have to deal with people who act like they’re entitled to the food that we’re making. New flash--you’re not. Yes, we work in customer service so we have to serve you with a smile regardless of how you’re treating us, but honestly, a friendly, smiling face can go a long way. If you’re having a bad day, I get it, but keep in mind that the people working have bad days too and they still have to smile at you. So make their job a little easier--pretty please?
2. Know what you want.
Even if you don’t know specifics, have a general idea. Narrow it down to chicken or burger. Chicken to nuggets, wrap, or sandwich. You can even ask the drive thru attendant for suggestions! Just try not to sit there for over 30 seconds figuring out what you want. It’s called fast food, but the “fast” part depends on you as much as it depends on us.
One of my favorite things is when a customer asks for a second and my co-workers say “We don’t sell seconds.” Not to customers, obviously. We’d never say that to you.
But really, if you don’t have any idea of what you want, you should have come inside.
3. Know what and where you're ordering.
No, this isn’t the same thing as knowing what you want. We get plenty of people who know what they want--but they’re at the wrong restaurant. If you’re at Wendy’s or Chick Fil A and trying to order a McChicken or McNuggets, come on, now. Yes, we know what you’re talking about, but we also assume that you’re an ignorant jerk. Only Burger King sells onion rings. Only Wendy’s sells Frostys. Please, for the love of food, at least know where you are.
4. Turn off the phone and radio and halt any side conversations while ordering.
This is so important. We get so many customers who drive up while holding conversations or playing the radio loudly, then get annoyed at us for trying to take their order. It’s a little rude to not acknowledge someone who’s trying to take your order, and it makes the process a whole lot easier if the only person talking is the one ordering. It’s far less confusing and chaotic.
5. Speak loudly and clearly, but don’t be obnoxious.
It’s astounding, the number of people I can barely hear or understand. If your window doesn’t open and you’re speaking from behind your door, be mindful of that and project your voice a little more. If the attendant asks you to speak up--speak up! This helps the ordering process go by a lot more smoothly and ensures that your order is accurate. Just don’t mumble. We drive thru attendants are pretty talented when it comes to multitasking, but we have yet to master the art of reading minds. I’m sorry.
On the other hand, don’t be obnoxious. We have headsets that are very loud, so it’s painful when someone is yelling into the speaker because they’re essentially yelling into our ear. Wailing children are painful, too. Just a side note.
6. Pay attention to what the cashier is saying.
We have to ask questions to move the process of ordering along--"What size? What drink? Any sauce?"--and I swear that sometimes it’s like pulling teeth. Pay attention, please.
And if you’re asked “Anything else?” and you have nothing else, say no. I’ve had so many customers answer that question with “yes,” then wait 30 seconds in silence before telling me “That’s all.” If you have nothing else to order, the answer to the question “Anything else?” is no. And you’d know that if you were paying attention.
7. Pay attention to what the cashier is ringing in.
I know a lot of places have screens on which you can see your order as it’s being rung in, so please pay attention to that.
I had a car of people come by once and order four Baconators. It was around 10 p.m. and an order like that requires eight large patties of meat. We didn’t have the meat for that, so after they paid (it was around $20, $25), we had to ask them to wait for more meat to cook. When the order was finally made and we gave it to them, they came back two minutes later and said “We wanted the Baconator Fries.” We essentially wasted eight large patties because they didn’t know what to order (I promise you, they said Baconators); they weren’t paying attention to what I was saying (I at least triple checked that it was four Baconators as I was taking their order because again, that’s a lot of meat, and I read them their total of over $20 at least twice, which should have been a warning sign because Baconator Fries are only $1.99 each); and they weren’t paying attention to what I was ringing in.
Conversely, if the cashier misses part of your order, let them know right away. If you want that burger plain or you want to order an extra fry and the cashier doesn’t ring that in, let them know before you drive up to the window. It saves a lot of time and hassle, I promise.
8. Don’t complain about prices.
Honestly, we know this food is expensive for the quality, but it's relatively cheap and no one forced you to come buy our food. We don’t set the prices. We have no say in that decision-making process. Complaining to us will achieve literally nothing besides irritating us. Just think of it as a convenience fee.
9. Have your money out by the time you get to the window.
This practice would save everyone so much time, and I appreciate all the people who come by the window ready to pay. We can’t give you your food until you pay and it’s awkward to watch you scrambling for change or trying to find your card. There’s also a good deal of secondhand embarrassment when you discover that you forgot your wallet at home so you just came through the line for nothing. So be ready to pay. Please.
10. Don’t add things at the window.
Honestly, add-ons are so annoying. I think every employee in the store groans collectively when someone yells that there’s an add-on at the window. It just messes up the flow of things.
11. If you absolutely must add things at the window, do so right away, before you pay or get your food.
If you’re going to add something on, do so before you hand over payment so that we can get it out to you with the rest of your order AND cash it all out at once. I get a lot of customers who wait until we’re handing them their last bag to ask for something else and it’s aggravating. We lose a lot of time that way and it’s inconvenient for everyone involved, the customer included.
12. Don’t unnecessarily harass the employees.
By “harass,” I’m not referring to asking for more ketchup (although you should ask for that right away, before we turn around and try to coordinate other orders). No, I mean flirting. Asking personal questions. Being creepy in any way. Maybe the cashier was smiling at you and chatting with you a bit, but please keep in mind that we work in customer service. We’re nice to you because we’re getting paid for it, not because we want your number. There is no reason to stay at the window for an extra 30 seconds just to ask the cashier what nationality she is. (Yeah. That has happened.)
13. Check the bag.
If you bought a drink, chances are that if you don’t see a straw in your hand, it’s in the bag. If you asked for sauce, it is in the bag. If you ordered a Frosty, there is a spoon in the bag. I promise you that we’re competent most of the time and most of your questions wouldn’t be questions if you just checked the bag.
14. That being said, get situated with your food AFTER you’ve driven away from the window, even if that means parking momentarily. Don't do that at the window.
If you want to face the friendliest death glare you’ve ever seen, go ahead. Pass out all the sandwiches to the kids. Take the lids off of each Frosty, unwrap each spoon, and take two bites of your own Frosty. Eat half of your sandwich. Feel my hatred.
But yeah, don’t do that. You know how it’s called “fast food”? To ensure that that doesn’t become a misnomer, we have a timer and a goal time. That timer doesn’t stop until you drive away, and it’s entirely unfair to us if we manage to get your order out to you in 90 seconds, then you spend another 90 starting your meal.
15. Have a wonderful day!
Thanks for coming by. Enjoy your food!
