Preface: If you're reading this, I'm sure you know. But just in case...I work for a large Coffee Shop. Said shop has a Drive-Thru (DT) window, which I work 90% of my shifts.
Here's my typical greeting at the DT speaker: "Hi! Welcome to Coffee Shop! My name is Carrie! Can I get you a --------?!" I say this minimum hundred times per shift.
As you might guess, I get tired of suggesting Tea Infusions, Hot Sandwiches, and Caramel Macchiatos, so every once in a while I like to switch it up, you know, play with folks a bit. The trouble is, people are so trained to ignore the first words out of my mouth that most of the time they don't even register what I say (unless I am using a strange tone of voice, which I also like to do sometimes).
In honor of the impending severe weather warnings today, I suggested an "Iced Venti Hail Storm" to a customer. What did she say? "Um, no, I'd like a two-pump nonfat mocha with six splendas. Grande."
To another, "Would you like to try our new Tornado Tea Infusion?" In reply, "I don't think so..."
So, here's the moral of the story and lesson #1 in DT etiquette: Next time you roll into a DT, pause and listen to the person. They may be dull, monotone, and hating their jobs, or, they may be overly perky and obnoxious. Either way, don't ignore them. It's not nice.
Stay tuned to future posts for my Official Drive Thru Etiquette Guide. It's sure to be educational and annoying!
6 comments:
I can't wait for the guide! I will print it out and keep it in my car for reference...
Personally, I love it when the DT person is fun, it makes me feel like they have waited all day, just for me to drive-thru... except for the creepy guy at the drive thru in AZ. He scared me a bit. And I started avoiding that shop for awhile.
I think your imaginative drink specials were awesome!
I learned to listen long ago when a friend of mine worked at one of the large banks. Working the teller window gave her a great opportunity to welcome those listening carefully to "Spank Me America."
LOL - maybe I will try to slip in a "Welcome to Starbutts"
Just now reading this post. ouch! FYI, I used to work DT when I was 15/16 and I ALWAYS listen to and joke with the person on the other end.
Ahoy! I very much equally dislike rude people and, may hot coffee land upon their lap at a most inopportune time, but allow me offer a counterpoint to your "they're not listening" vent(i) if you will..
We all know said coffee establishment has a very aggressive marketing department always coming up with snappy silly nonsensical names for drinks.. so if I were offered an Iced Hail Storm Delight with a side of Scattered Thunderstorm Biscotti, I would be less inclined to do a doubletake and would probably assume those are real items no matter how silly they sounded -- for which if I already have my heart set on a *Venti Caramel Glopfest with Nine Spritzes of Toffee Nut Syrup* then I would automatically decline your offer of said non-existing beverage -- not out of rudeness or because I didn't listen, but because I really came for the Glopfest! :[]
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