Why Drive-Thru Attendant is The Proudest Position I’ve Ever Held
By Bradley Stockwell
Marketing Director Merchant Capital Source
The further I progress in my adult life, the more I realize what an important role my first job had in building the foundation of it. Let’s be honest, working as a fast food drive-thru attendant just plainly sucks. It’s extremely stressful and degrading; you make minimum wage, have some horrible bosses and you go home every day smelling like greasy meat. I had everything from insults to water balloons to milkshakes to sex toys thrown at me (yes for some reason people love playing practical jokes on drive-thru attendants). I witnessed physical altercations—was even involved in one myself, auto accidents, arrests and people performing sex acts while I handed them their food (completely separate from the sex toys incident). Yet despite all this, I am continually grateful for the preview the drive-thru gave me of the real world in all its ugly and fascinating glory.
Customer service is an obvious requirement of a drive-thru attendant. Since food is a universal need, the walks of life I came in contact with—and had to make happy—was quite expansive. Also if you get between hungry people and their food, be prepared to see some claws come out. To avoid—or if need be remedy—angry customers, I learned there was no one-size-fits-all approach. Everyone has their own individual ticks, stresses and personalities and to succeed in customer service you need to be an excellent reader of people. As a naïve 16-year-old boy who was raised in a nice suburban community, I wasn’t so good at this in the beginning. However by the end of my two-year tenure in fast food, there wasn’t a soccer mom, senior citizen, crackhead, or corporate businessman I couldn’t charm.
As the drive-thru attendant you’re sort of the quarterback of the team. Every part of the transaction runs through your hands from taking the order, collecting the money and handing the order off to the customer. All three of these things need to be double-checked for accuracy because if something goes wrong, all the blame comes back to the customer’s only point of contact—you. While much of this was dependent on me, the food—the most important part—depended on my kitchen staff. I found out early in my fast food career that having an open line of communication with them was crucial. For me this meant I had to learn some Spanish. Repeating orders out loud in Spanish to my kitchen staff increased the accuracy of them tenfold and I can’t tell you how many times knowing a little Spanish has come in handy later in life.
Teamwork and Leadership
Additionally, I also took interest in my kitchen staff’s job roles. While my initial motivation to get behind the grill and fryer was out of curiosity, it helped me realize some of the challenges and stresses they had to deal with day-to-day—such as getting burned constantly. I even let my kitchen staff take a few cracks at the headset to understand my job also. Although we preferred our own positions in the end, it built rapport between us. Understanding and respecting how each person contributes to the team’s success as a whole was an invaluable lesson that helped me succeed later in management. But most importantly, I found working with people who respect and have a positive relationship with each other can make even the worst job very enjoyable at times.
Stress & Time Management
To this day, it’s hard to put into words the stress I felt during a lunch, or dinner rush. The headset is constantly ringing with nagging customers, orders need to be bagged, drinks need to be made, customers need to be greeted at the window, and it only took one slip for the whole thing to fall into chaos. Along with the above mentioned duties, it was also my job to make sure bags, condiments and cups were stocked and the shake machine and ice bins were regularly cleaned and filled. If these things weren’t done before a rush or shift change it meant disaster. My fellow employees, and most importantly the customers, depended on me getting these tasks done, so I quickly learned not to procrastinate them; to instead get them done in small chunks throughout the day. To also ensure rushes ran as smoothly as possible, I memorized the totals with tax for almost every combo meal and the dollar menu up to ten items that way I could fill orders while taking new ones without having to be in front of an order screen.
My most valuable lesson sort of happened by accident. Being a musician, I began treating rushes as performances just for the fun of it. Instead of focusing on how much my job sucked, I instead focused on how many people I could make smile or laugh. If the situation was appropriate, I sang to people over the intercom, did caricature voices and just really tried to be the most entertaining drive-thru attendant I could be. I learned that when I took pride in my job—no matter how menial it was, the day went by a lot faster and at times I didn’t even want to go home.