Drive-Thru Etiquette Keeps Customers in Line
Customers Slow Service with Phone Calls, Inattention, Rude Acts
Mar 27, 2009
There is something to be said for good manners, even as the rules of social behavior apply to a drive-thru. Be it the local dry cleaner, the bank, a drugstore, the bakery, or a fast-food restaurant, a little consideration goes a long way for the company employees and for other drivers waiting in line.
Worst Offenders in a Drive-Thru
Most everyone has held up a drive-thru line at one time or another, but there are some people that just don't get it where common courtesy is concerned. Habitual offenders make waiting rough for those at the back of the line.
- The Fast-Food Cell Phone Operator. The employee at the drive-thru window can't get a word in edgewise because the customer is engaged in a cell phone conversation. Worse yet is the person at the fast-food speaker box who is holding up everyone behind him because he's calling home to find out what everyone wants for dinner.
- The Bank Customer Who Can't Count. Quite often there is a sign above the drive-thru lanes that limits each customer to two transactions. It does not mean the customer can slip in a few extra transactions for good measure.
- The Negligent Bank Customer. This banker forgot to fill out all the paperwork beforehand and thus is holding up everyone while he fills out a deposit slip, signs his check and so forth.
- The Dry Cleaner On the Spot Checker. If one finds it necessary to meticulously check each individual article in the dozen or so clothing items she's just picked up, then one should park the car and go inside. Fight with the plastic bags and check the garments elsewhere instead of holding up the line.
- The Drug Store Shopper. Nothing is more irritating to those waiting in a drive-thru line than the customer who does his (or her) shopping at the prescription pick-up window. Milk, cat food, and paper towels are not stocked at the prescription counter.
- The Party Planner. Chances are, if a patron goes to a restaurant drive-thru and orders food for twenty people, then he's going to hold up the line. This can be remedied by simply ordering ahead.
- The Designated Driver. This is the person who leaves work at noon with a list of separate lunch orders for four or five (or more) fellow workers. Again, calling ahead will cut the waiting time for everyone, including those on a limited lunch break.
Fast-food customers with exceptionally large orders are often asked to pull into a nearby parking space so that others in line can continue. An employee will deliver the order to the waiting customer.
However, it should also be noted that many fast-food places do not prepare large amounts of food items ahead of time. Large orders require extra time and equipment to cook, and extra hands to assemble and package. Order overloads can put kitchen staff in a real bind. Calling ahead for large orders is the best option to keep the operation running smoothly for everyone.
Fast-Food Drive-Thru Manners
Hunger tends to bring out the worst in people. Not surprisingly, many customers leave their common sense at home when making a quick trip out to get a burger. During peak business hours one thoughtless person can create a huge delay and/or cause unnecessary stress for everyone.
- Noisy Vehicles. No one is impressed by a car engine that idles at a loud roar or a stereo bass system that vibrates off everyone's eardrums. The employee taking orders cannot hear over the noise. Shouting the food order over and over into the speaker does not help.
- Pet Peeves. It's not a cute idea to let a pet receive the bag of food at the pick-up window. Some people are afraid of dogs, birds, or other animals. There are health and safety issues here, too.
- Children. Young children are difficult to understand through a headset. Very often, children don't know what they want and they are prone to changing their minds several times between the speaker box and the pick-up window.
- Under the Influence. For starters, people under the influence can't focus clearly, and reflexes are slowed. They have trouble counting money and they tend to drop change all over the ground. They spill drinks, often drop food handed to them, and rarely make it through the drive-thru without hitting a curb.
Not all fast-food workers are teenagers; some are off-duty police officers or security people working second jobs.
Common Sense Rules
Employees have to deal with all sorts of people. While most customers understand the meaning behind fast food, there are some who tend to get side-tracked while waiting in line. And there are some who don't even dress for the trip.
- Dress Is Required. Showing up at any drive-thru window in a nightgown and bathrobe does not qualify as being dressed.
- Read the Menu. Most fast-food places are willing to make substitutions and/or customize items when the order is placed. The pick-up window is not the time to ask for these changes.
- Money Matters. Check to see that you have enough money before you get to the pick-up window. Conducting a thorough search of the car for loose change holds up the line.
- Making Changes. The drive-thru line is not the place to clean out the vehicle or rearrange the kids. It's not advisable to get out of the car to throw away garbage or to put items in the trunk while still in line.
- Garbage Detail. Restaurant employees are not allowed to handle and dispose of a customer's trash. It's a health violation.
Courtesy in any situation takes a little thought and not too much effort. Most individuals wouldn't think of behaving discourteously at home or on the job. Ill-mannered individuals stand out in a crowd and cause embarrassment to themselves.
The worst drive-thru offenders either don't care how they appear to others, or they are simply oblivious to the stress they create.
Take note of how others behave the next time you go through a busy drive-thru. Pay the window employee a compliment if service has been efficient. The positive impression you leave just might make someone's job a little more pleasant.
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