I have thought many times, about writing something like this. And after a long stressful day at work, I decided to actually sit down and do it. Let me start off by listing my qualifications to make these statements. My name is Daynielle, and if you didn't know that, then you're either stupid or blind cause I'm pretty sure my name is at the top of this. I have worked in the fast food industry for over 8 years now, specifically DD/BR and have managed two stores during that time. Both locations I have managed have done great business, and had a very busy drive thru. Below, I will list several things that may have been unknown to you, the customer, until now.
1) Every Drive Thru is being TIMED. Yes, Timed. For DD/BR locations, we have 2 minutes and 30 seconds to move you from where you place your order, to about 7 feet from the pick up window. We are not only being timed, but we are being graded based on those times. My management skills are judged based on my ability to move that line. While I care that your kids don't starve to death, they are not my kids, and you need to wait to feed them until you get the fuck out of my line.
2) You are not my only customer. I know, it's hard to grasp that you are not the center of my world, or even of my employment. You are one, of thousands of customers I will serve in one day. While me and my staff all do our best to give each customer 110%, please keep in mind that we are also worrying about the 3 cars in front of you, and the countless cars behind you. Cut us some slack.
3) If I sound like I am rushing you, I'm not. If I sound like I am rushing you, I'm not rushing you, I'm just rushing. While taking your order, I am showing one employee where she can find more taster spoons for Baskin, I am watching the cashier in the front charge someone for something they didn't ask for, Watching to make sure the cashier is giving out the right product at the window, and of course - watching to make sure my timer hasn't gone into the red. Do I want you to hurry up? Yes. Do I mean to rush you? No. Even if the employee is not management, they are dealing with the stress of their manager watching them while preparing the orders in front of you and subsequently taking your order as well.
4) A Drive Thru, is not a restaurant. Drive Thru locations were invented to create quick and easy service to those who are on the go. If you are ordering 40$ worth of food, or 4 milkshakes in 4 different flavors, PLEASE come inside the store where I can better serve you. If you can't possibly do that, then if I ask you to pull to the side and wait for your order there, please do it. No good will come of my staff running around trying to get you 20 minutes worth of product in 2 minutes and 30 seconds. My store will end up in shambles, and the majority of your order will be wrong or cold, because they were rushing. It's a lose lose situation. Rest assured, it will get done just as fast than if you didn't move. It will simply free the line for those who don't wish to be 20 minutes late to work because you're ordering breakfast for your flock of children.
5) They don't pay me enough to deal with your nasty attitude. As the store manager, I get paid the most in the store. Even I don't get paid enough to deal with the attitude and stress of whatever happened to you before you got here. So certainly, my mostly minimum wage staff does not make enough to deal with you. Please, keep your nasty attitude for someone who has vowed to love you unconditionally forever like your mother or your husband. I, for one, do not love you, I don't even know you, and I just think you are being a douche.
6) If you don't want something, don't say it. FOR THE LOVE OF GOD, Do not ask me for a LARGE COFFEE MILK NO SUGAR. Trust me, if you just say milk, I will know you don't want sugar. I will not take the extra 10 seconds needed to mark sugar on your cup and dispense the sugar, when you didn't want it. All you do by telling me you didn't want it, is say sugar. While I may have heard you say NO SUGAR, the girl making your coffee may have only heard SUGAR. And guess what? Now you got sugar.
7) If you ask for a second, Take just that. Please do not ask for a second, and then proceed to sit there for 3 minutes calling all of your co-workers to see if they want something. If you cared about them enough to want to buy them coffee, asking them BEFORE you pulled up the store, probably would have been ideal. I will give you 30 seconds, before I ask for your order again.
8) You don't sound cute, and even if you do - We don't care. This goes out mostly to the ladies, please stop making your voice higher and carrying out the endings to words. We know you don't talk like that in real life, We are probably making fun of you as you order, and you don't sound even 10% as cute as you think you do. "CAN I HAVE A MEDIUM ICEDD CAR-AH-MEL LATTE-AYYY WITH SKIM MILKKKKKKK?" NO, YOU MAY FUCKING NOT.
9) You are probably ordering wrong. Yes, You. You might think that you are, but you most likely are not actually ordering the way you should be. A LatteLite at DD, consists of sugar free caramel flavor, skim milk, and splenda. Ordering an Iced Latte Lite, with caramel swirl, one sugar, and whole milk .. is just going to make things confusing. Chocolate glazed, and chocolate frosted are two different donuts. A plain stick, is not called a cruller. A coffee roll is not a donut. We don't sell one munchkin. You can't have a half decaf latte. I could go on and on and on. I take the time, because I want to please you, to attempt to get the bottom of what you want. Alas, I am not a mind reader and may not be able to give you exactly what you thought you ordered. But please have patience, believe me - it is much more frustrating for me, than it is for you.
10) If we say no, it's because the answer is no. Especially at DD, and I have to assume at most places, the number one priority is you, the customer. Why? Because to us, you are dollar signs. More dollars to my boss, eventually means more dollars to me, So I want to take as much of your money as possible. Simple economics. So trust me, If I tell you I don't have it or I can't do it - It's because I can't. While I would like to sell you 5 Tuna Sandwiches cut in half, I can't because I am not allowed to slice tuna for health reasons. While I would love to take your half empty cup into the window and throw it out, I can't because the car behind you doesn't want to be served their order with the same hands I just handled your garbage with. Don't ask me three more times, or question me if I am sure. I wouldn't have said it, if I wasn't sure.
11) TIP YOUR BARISTA. I take thousands of customers a day, and you are but one of those people. While I may not know your name, or even have ever seen your face, I will remember your order if you are a regular. Sitting here now, at 6:16 at night, I can tell you what my first three orders of the day tomorrow will be. TIPPING regulars will always get the freshest pot, the quickest service, the hook ups, the discounts, etc. NON TIPPING regulars will wait in line like everyone else, receive the bottom of the pot if thats what I have, and will pay full price all the time. It's that simple. If you aren't a regular, leave the 9 cents change. It's going to end up on the floor of your car, and it will seriously just make our day because it really is the thought that counts.
12) Do not say "Hello?!". This is a drive thru, Not a telephone. Do not say hello. Just fucking don't. The store didn't fall apart between the car in front of you, and now. We are here, and we CAN hear you. If I am not taking your order, it's because I'm not ready. Do you really want me to take your order if I am not ready to do so? I can promise you, you don't.
13) Have your money ready. Why, you mean, you need me to pay for this ... Now? Forgive me if I am wrong, but when you go to get food, you generally go there knowing you have to pay for that food. Please have your wallet out. When I say "2.10, drive up to the window for me!" that does not mean to try to beat that last level of Candy Crush, text your side piece, and fix your mascara. That means HAVE TWO DOLLARS AND TEN CENTS OUT WHEN YOU GET TO THE DAMN WINDOW.
14) I can ruin your whole day, without breaking any laws. I learned a long time ago, not to argue with customers. You wanted caffeine in your coffee? Shouldn't have been a bitch! Oops, did I just press FRENCH VANILLA and BOX by accident? Oh well. Oh, She wanted 2 Splenda? I thought she said TEN. Oops! Are you sure you didn't want didn't want a half full cup of burnt decaf coffee with ten times the regular amount of flavor in it? Cause that's what you just got. While DD employees mostly know better than to argue or be nasty to a customer, we have adapted to giving you exactly what you asked for, in the worst way possible. Don't piss off your barista - We'll just smile and give you decaf! :)
15) Know where you are. Contrary to popular belief, I don't know everything there is to know about coffee. I know everything there is know about DUNKIN DONUTS. Please do not ask me for an Iced Vanilla Chai Tea Latte. I have Vanilla Chai. It comes hot, medium, and it's not a latte. I can't tell you how many times I received an attitude after not knowing what the Dunkin Donut's equivalent of Starbucks beverage is. We don't have McMuffins, Crossandwichs, McGriddles .. and no, I don't have anything "like that sandwich from ______". Half of the time, I genuinely don't know what the hell you are talking about and the other half of the time, I'm playing stupid because I think you're an ass. Either way, it's a lose lose. I don't know how to make an Americano, I don't have Lemonade to put into your Iced Green Tea, and no one even knows what the hell a frappe is!
16) Don't just take the time to reach out when it's negative. Most fast food restaurants include a survey on the bottom of your receipt to leave your comments about your experience at my store. PLEASE feel free to take the survey when you received good service, when your coffee was so perfect you took a picture, when my crew goes above and beyond for you. People rarely take the time out to give feedback when their experience was extraordinary but are quick to belittle every visit they've ever had at my location based on one bad experience. Corporate really does get them. So does my stores owner. As well as myself. And we take them seriously. If you have a legitimate complaint, please do, I want to fix it. But I also want to reward my staff for the hundreds of customers a day that they don't piss off. Please allow me to do that.
Anyone and everyone who has worked in the drive thru at DD, or anywhere for that matter, knows that what I am saying is very real. If you as the customer, did your part, to simply have some drive thru etiquette - we will both have a better day. Everyone is fighting a battle you know nothing about, even us. Please give us the benefit of the doubt the same way you would yourself. No sense in coming to get your meal, getting pissed off, pissing someone else off, and paying for burnt decaf coffee after a night of the baby crying and the alarm went off an hour too early. We know, your rushing to work, you had a bad night, your husband is a dick .. but we don't fucking care. And we just wanna do our job!