Management Tips From the Pros: Put the Best Employees on the Drive-Thru Window

8 Sep 2017 /

If you manage a fast food restaurant and you’re reading this, I beseech you to put your best employees at the drive-thru window to mitigate problems that wouldn’t arise in a face-to-face transaction.

Drive-thru window

For example, I drove through Del Taco today for lunch . . . after the obligatory “Hi, welcome to Del Taco, would you like to try our new Queso Something-or-other,” I said “No, thank you, I’d like a Spicy Grilled Chicken Burrito and a large Coke Zero.”

“Would you like a churro or something sweet for dessert?”

“No but thanks for asking.”

“OK, your total is . . .”

After several seconds of silence, I decided to pull forward, give her some time to work through the math, and get the total at the window.

After I’d gone about 10 feet, I heard her say “Wait, you wanted a burrito?”

The car behind me hadn’t moved up, so I backed up to the speaker and said “Sorry, I thought we were done.”

“Hi, welcome to Del Taco . . .”


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