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.
Ten years later…
Welcome to the Carl’s Junior, my frehn! Can I please ask you to do one thing, can you please click in the top right of drive thru menu? There should be a box there that is saying “run…”
At this point, they might as well use an AI assistant instead.
I 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.
I eat Taco Bell occasionally and I do like their system. Order on the app, use Apple Pay/Google Pay to actually pay for it in advance; roll up to the drive thru and give your name; drive forward and get food.
It’s the most frictionless fast food experience I ever had ever had.
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
Also, parts of orders can be taken remotely and may not even be in the restaurant.