Vol 5 # 5 – Employees Need to Slow Down at the Drive-thru

Better Than Good and Improving™

Vol 5 # 5 – EMPLOYEES NEED TO SLOW DOWN AT THE DRIVE-THRU

Hello friends.  Welcome to this installment of Better Than Good and Improving™.

This week’s story explains why employees rushing actual slows down the process and has a bad impression on the customer.

Read on to better understand.

TSOT 005: Rushing at the drive-thru

Today we look back at an experience of people rushing, not respecting themselves, and not showing respect for the customer who is contributing to them having a job and earning a paycheck.

In this case, that customer happened to be my wife and me.

Read on and remember.

Why do people believe rushing gets the job done faster—even when accuracy suffers?

Recently, my wife and I went through the drive-thru at a restaurant we’ve both trusted for decades.

This time was different.

The order taker didn’t pay attention:

• Our name was wrong
• The sizes were wrong
• The items were wrong

To their credit, they read the order back—and we corrected it.

At the window, we asked the cashier to read it again.

She did.

She fixed it—AGAIN.

First person who got it right.

Then at the delivery window:

“You changed your order…”

No—we didn’t.

The order was wrong.

And after we drove away? My sandwich was still incorrect—AGAIN.

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There are two principles here.

First—gratitude.

We are still thankful. We were able to get food quickly and move on with our day. That matters.

Second—leadership.

Speed without accuracy is not speed.

It only feels fast in the moment.

In reality, it creates:

• Rework
• Frustration
• Delays after the fact

Having worked that job years ago, I understand the pressure—drive-thrus are measured like call centers. Average time matters.

But when speed becomes the priority over accuracy, the entire system slows down.

Because mistakes compound.

• Compound interest: money making money
• Compound mistakes: money lost forever

And one more thing:

Do not push the mistake onto the customer.

Ownership matters.

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Slow down just enough to get it right the first time.

That is how you actually move faster.

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Are you rushing and losing accuracy?

Or worse—losing customers, goodwill, and money?

How do your customers feel when they receive what you deliver?
I hope this reflection will cause you to slow down and get it right the first time.

That is better for all who are involved.

Respect → Gratitude → Leadership
…and the circle continues.

#respect #gratitude #thankfulness #leadership #TheSpiritOfThanks

Originally published on LinkedIn as part of The Spirit of Thanks series.

Thanks for stopping by on your way to Better Than Good and Improving™.

Yours Aye,

Dr. Edward M. Dunlap, Jr AKA Doctor D

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