Originally Posted by
Dan Druff
The pull forward thing is 10% them wanting customers behind you not to wait for a long-to-prepare item, and 90% them trying to get "customer drive thru times" lower to satisfy management.
These employees are judged on how fast they make each transaction, so it fucks them when you ask for something that isn't ready yet, and you sit there for 5 minutes waiting (even if there's no one behind you).
So sadly the whole point of the clock used to judge employees is to make sure everyone's food is fast, and that whole thing is defeated by them asking the longer-to-prepare-order customers to get out of line and wait in the front.
Now with that said, I try to be courteous if there's people behind me in line, and my order is going to take 5+ minutes to complete. In that case, I do pull forward.
Unfortunately, I am also asked to pull forward when there is NO ONE in line, simply because they want their numbers to be better. I won't do that for a few reasons, which I learned from experience over the years:
1) Once you're out of line, you become last priority because they no longer give a shit how fast you're served, and nobody feels like walking it out to you until they have nothing else to do. So you will often wait 10+ minutes.
2) If they mess up anything, it is EXTREMELY tough to get them to fix it. You will again wait an eternity, and the guy who walked it out to you will groan/grimace, and you will probably end up with a spit sandwich on the replacement food.
3) If they don't give you enough sauce or ketchup and you ask for more, again they will get pissed and take an eternity to come back.
So I just refuse to do this unless I'm legit holding up the line with a long order.
I had a funny situation at Wendy's last year.
I pulled in and I was the only guy in the entire drive through. This is how the convo went:
Him: This will take about 4 minutes. Can you pull forward to the front of the store?
Me: But there's no one behind me. I'll just wait here.
Him: Uh... yeah, but there might be someone behind you shortly.
Me: That's fine. If someone comes behind me, I will pull forward. Otherwise I'll stay here.
Him: Can you just pull forward?
Me: I'm still not understanding why I need to do that if I just said I'll pull up if someone comes behind me.
Him: Well, uh... just because you are supposed to, and ... uh... you're going to have to do it. I know someone is coming in the next few minutes.
Me: So you're psychic? Because I don't see anyone coming.
Him: You have to move.
Me: No, I don't. You can ask me but I don't have to. I told you I'll move if someone comes behind me. Until then, there's absolutely no reason for me to have to pull forward.
Him: I'm telling you to move forward. You can't stay here. MOVE FORWARD NOW! IF YOU DON'T MOVE FORWARD OR LEAVE NOW I'M CALLING THE COPS!
(Manager on duty hears his yelling)
Manager: What's the problem here?
(I explain what's going on)
Manager (to employee): Oh, no, no... you don't ever tell the customer he has to get out of the line, and you don't ever yell. Come over here, I need to talk to you. (To me) I apologize, your order is free.