I’ve had it with fast food chains and their drive-thru’s. The pure reason for drive-thru’s, I thought, was to speed things up so that you can get your food and quickly head to your next location? I have seen a slow decline in the whole customer service of fast-food chains in recent years and I’ve had enough. Here is my list of questions and complaints while going through the “express lane” of the drive-thru:
- Why do you give an employee drive-thru duty when he/she can barely speak english? It always amazes me when I go through the line and stop to order at the window. Yes, I usually understand, “Can I help you,” but that’s where the communication breaks down for me and for the employee. In a lot of these occasions, either I have to repeat my order or I have to ask for clarification. I have no problem with hiring diversity in the workplace, in fact I am all for it. I think a better place to utilize the strengths are in the front counter.
- Why do you give an employee drive-thru duty when he/she is soft-spoken? Ever stopped to place your order to hear a low voice at the other end. The voice is so low you can barely understand them? This gets frustrating when the person repeats your order and you have to ask to repeat several times to make sure it’s correct. Or, what if the employee asks you a question about the order and all you heard was a mumble. I hate saying “What” or “Can you repeat, I didn’t understand.”
- Why is it then when the order is not ready, the employee asks the driver to pull up several feet? Doesn’t this defeat the purpose of the name, “Express Lane?” I don’t have a problem with it when it happens occasionally, but I am seeing an increase when this happens. All this does is cause a “drive-thru traffic jam” because it blocks the person who is behind the “puller-upper” to turn his wheel to get around the car and go on his way. I was in a situation about a month ago where I was the person behind the customer who had to pull up and wait. There was no lane to pull around him because it was one way. Even though I had my order I could not move because there was no where to go. The cars behind me waiting for their order could not pull up either.
- Why does the employee forget to put condiments into the bag? It’s always frustrating when you get down the road, open up your bag and there are no, napkins, or straws. Yes, you can always be prepared by having a backup supply of napkins in your car, but what if you don’t?
And finally, for the customer…
- Why does the customer go through the drive-thru when you have a large order or ordering for a large group? The drive-thru is not for you. People who go through the drive-thru or just getting something quick and want to get on their way. You are only holding up that process. You need to park your car and go in.
These are my top questions and I’m sure there are more from other people. I would to hear them. Please comment.