A McDonald’s worker recently sparked controversy on the internet when she stated that customers who arrive at the drive-thru and greet as soon as they arrive may find themselves intentionally ignored by workers. This was a glance into the multilayered nature of fast food service and some food etiquette for the drive-thru.
The Viral Confession
In a now-deleted TikTok video, a McDonald’s worker “@maccaworkaddict” shared a short video of herself dancing in her work clothes, which had a caption that read “You can’t keep ignoring the car in the drive-thru because they screamed hello as soon as they got there.”
The video received thousands of views and comments before the creator removed the video and her account after the unexpected viral attention.
Why Workers Find “Hello” Frustrating
Fast-food employees, who responded to the viral video in this article, noted that the issue was not really rudeness, but logistical and timing issues.
Once a car pulls up to a drive-thru speaker, the drive-thru typically has a buzzer that goes off to alert employees that a car has pulled up to order. The notification is helpful, because the employees usually know right then that a customer is waiting. An employee then needs a moment to be ready to take the order.
“Customers don’t realize that we get notified through a speaker when they pull up.” said one former drive-thru employee in comments who supported the original poster’s position. “It doesn’t help to yell hello right away, and it can even disrupt our flow.”
Some food service employees in comments even admitted that they might purposely delay their response time when a customer presents themselves right away announcing themselves, and one commenter jokingly said, “every time they said hello, I intentionally made them wait another 10 seconds.”
Industry Standards vs. Reality
Fast-food restaurants are often working toward service goals in the drive-thru lane. Based on industry standards, they are striving for a time from when a customer arrived at the drive-thru speaker to take an order within 15 to 30 seconds.
QSR Magazine, a publication for quick-service restaurants (QSRs) covering drive-thru best practices recommends, “the employee should greet the customer within five seconds from when the car came to a stop at the order post.” They also stress, “drive-thru employees should begin the ordering process and not wait for the guest to begin ordering.”
Yet, in busy restaurants staffed with limited employees,it is often impossible to reach these standards. During peak hours, with multiple roles, there can be a small breakdown in time for the employee to greet the customer at the drive-thru, resulting in ignorance.
Customer Reactions After Being Ignored
The revelation has generated mixed reactions from customers.
Some expressed annoyance with being ignored, with one commenter offering: “How about just saying, ‘One second, I will be right with you?'”. Others defended the habit of greeting customers, saying they do so because they are not sure if staff have noticed their presence.
Many customers were surprised to learn about the automatic notification system, and assumed staff were looking for some sort of acknowledgement by announcing their arrival.
“I had no idea there was a buzzer system,” commented one TikTok user. “I always say hello because I think they don’t know I’m there.”
Drive-Thru Etiquette Experts Weigh In
Etiquette experts and former fast-food managers suggest that while friendliness is always appreciated, customers should be mindful of the operational realities of drive-thru service.
“The drive-thru is designed for efficiency,” explains Thomas Reynolds, a former restaurant operations manager. “A brief pause after pulling up gives the employee time to prepare and greet you properly.”
Best practices for customers include:
- Pull up and wait briefly (5-10 seconds) before speaking
- Speak clearly when ordering, but don’t shout
- Have your order ready before reaching the speaker
- Turn off loud music while ordering
- Avoid using your phone during the ordering process
The Bigger Picture: Fast-Food Worker Stress
The viral video has also demonstrated stresses that fast-food workers deal with, as they struggle with limited time, multiple tasks, and various types of customers.
According to report by the National Restaurant Association, most restaurant workers (75%) reported extreme stress during peak times, with reduced contact with customers during their high-stress moments.
“Timing systems in drive-thru restaurants create a significant amount of pressure for employees,” said Dr. Sarah Chen, a researcher on occupational stress. “Many businesses track these metrics to the 100th of a second, creating an intense atmosphere.”
McDonald’s Official Stance
When asked for comment, McDonald’s corporate communications team simply provided a general statement about customer service, without referencing their viral obligations.
“McDonald’s is committed to a positive experience for all of their customers. Our crew members are trained to greet the customer in a prompt and courteous manner at all service points including the drive-thru,” their statement said.
The training materials provided by the company stressed course through gives people friendly-fast and they did talk about measuring performance,but may differ from franchise to franchise.
Finding Common Ground
The viral moment presents a chance for improved understandings between diners and fast food store workers. Most commenters seemed to be in concordance that respect is important to the provide satisfactory experiences.
“It’s about finding common ground,” says customer service consultant Michelle Garcia. “Staff want to give a good service, and customers also like to be recognized in a line. If both could be patient in service, everybody will be happier.”
To the diners anxious about being acknowledge, the experts recommend waiting a few seconds when arriving. If there is still no acknowledgement a light “hello” is an effective way to start the interaction.
Looking Forward
Even as drive-thru continues to develop new technology such as automated order-takers and AI ordering, the human connection is important in the fast food interaction for employees and customers alike.
The conversation of this viral video may foster better understands of these interactions at the drive-thru to the parties of the microphone.
Disclaimer: This article are based on social media content, industry research, and credible expert opinion. Policies and employee conduct at restaurants may differ. The original referenced TikTok video has now been deleted, and the creator no longer has an account.
References:
- The Mary Sue. “McDonald’s Workers Reveal Customers Who Greet Them May Be Ignored, Explained.” September 28, 2024. https://www.themarysue.com/mcdonalds-workers-reveal-customers-who-greet-them-may-be-ignored-explained/
- Dexerto. “McDonald’s Drive-Thru Worker Reveals One Habit That Will Get You Instantly ‘Ignored’.” September 25, 2024. https://www.dexerto.com/food/mcdonalds-drive-thru-worker-reveals-one-habit-that-will-get-you-instantly-ignored-2910210/
- QSR Magazine. “100 Ways to Improve Your Drive Thru.” October 7, 2011. https://www.qsrmagazine.com/ordering/100-ways-improve-your-drive-thru