Artificially lowering drive-thru times?
by Brett S. - Posted Mon November 2, 2009 @ 12:35 PM
I like to take a hot sandwich to my kids at school on special occasions. I decided to go to Burger King because of their $1 double cheeseburger special. When I arrived at the restaurant, there were no cars in line at the drive thru. I placed my order at the drive thru order box at 10:49am. All I ordered was 3 sandwiches. My order was taken promptly. I was told my total ($3.00) and asked to pull around to the second window. I had exact change and gave it to the employee. Immediately, I was told that my hamburgers were coming through the broiler and that it would be a few minutes. I was ok with that. I was ahead of schedule and would rather have fresh food anyway. But then I was asked to pull ahead to wait and they would bring it out to me. This is the point that made me annoyed. There were no cars behind me, so I certainly wasn't holding someone up from getting their food. So I politely asked, "What is the point of me pulling up? There was no one behind me." Her response was, "We are on a timer." as politely as possible asked her what the timer was timing. Knowing full well that it was timing how fast they serviced the customers. Her response was that "it averaged out the customer times." Honestly, as a customer, I dont care what their drive-thru car time average is. All I care about is MY time. I started to tell her that I was concerned how the urgency of my order getting to me would be diminished as soon as they werent being "timed", when she said that she didn't want to argue with me and shut the window. I received my sandwiches by 11:56am (7 minutes later). I considered asking for a refund, because, I must say, the thought of food tampering crossed my mind. I checked the sandwiches after I got them and they seemed to be fine.
I would like a representative of Burger King to contact me and explain to me the proper procedure when dealing with drive-thru customers. Is it acceptable to ask them to pull forward without their order complete just to stop the timer? Is there so much pressure on employees and managers to acheive a good "average car time" that they sacrifice customer service to artificially lower these times? Is this the managers idea? Is this endorsed by the managers manager or area manager? Who should I contact if this were to happen again?