Why does the drive thru operator change back and forth during my order?
Why does the drive thru operator change back and forth during my order?
I just had two people take my order in a drive thru. They alternated every question. First person welcomed me and asked what I wanted. The next person asked what size and drink I wanted. The first person came back on and asked if I wanted any cheese sauce then the second person came back on and told me the price. When I got up to the window the 2nd person was the one working the register. This happens from time to time at different places when I get lunch but I can't figure out why it is done.
Sometimes the operator is in another state! There was an article I read a while ago about… maybe it was Carl’s Jr.? but they were saying that the drive thru operators were in call centers in states with a lower labor cost.
Not exactly uplifting, but “yay capitalism” I guess.
43At this point, they might as well use an AI assistant instead.
8Holy fuck this is definitely happening soon.
7I don't know if this is everywhere, but some of the McDonalds locations around me do have some kind of Alexa-like voice in the drive-thrus. Like those automated phone systems. I'm assuming it's actually taking the order and not just being listened to by staff who are actually inputting the orders.
So yeah, it's already here.
4
So in the kitchen there will usually be several people wearing wireless headsets. They can all hear the drive through and each other.
So depending on how busy the place is, sometimes you’ll actually have the cook on the headset asking what you want while he’s making it, while the drive through person is handing out food to one group and typing your order in at the same time(for example).
Fast food work sucks
38Also, parts of orders can be taken remotely and may not even be in the restaurant.
10
Back in the 90s when I worked drive thru, we would switch just to mess with the customer. 🤷
14Permanently Deleted
9
Maybe not what happened to you, but some places hit you with an automatic message when you pull up and it can sound like a person trying to take your order.
I've been to some spots with these. Probably shown in some focus group to make things calmer or faster for folks. I'd want to know if the other employees working the drive through enjoy or hate having an automatic greeting.
8I always hate the auto greeting and avoid the one McDonalds near me that uses it. 90% of the time it finishes with "we are ready to take your order!" But everyone on the other end is busy because theyre understaffed, and won't actually take your order if you just blurt it out and then you gotta restart anyway.
4
The McDonald's near me have a recorded greeting they use when it's busy. Asking if we will be using the App. Can't remember a time when they bounced back and forth.
5