Food Theory: STOP Using the Drive-Thru!
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- čas přidán 5. 02. 2024
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Are robots actually taking over the world? Today, loyal Theorists, we aim to find out by putting Ai vs humans to the test. We traveled to a California restaurant to see who makes the BEST burger in the most efficient way. Can robots handle customizability? Will humans make too many mistakes? Could we see this same Ai technology we see at CalExpress and many Tokyo restaurants expand throughout the U.S. into McDonald’s, Burger King, Wendy’s, and more fast food chains? Let’s find out…
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#FastFood #Ai #Robot #Restaurant #Restaurants #Technology #Flippy #RobotRestaurant #FastFoodAi #AiFood #McDonalds #Theory #FoodTheory #Matpat - Jak na to + styl
I don't really eat fast food anymore but I always used to just check the contents of the bag before driving away from the window. There's no law that says you have to leave immediately.
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS-----/'
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS-----/'
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS-----/'
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS-----/'
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS-----/'
MatPat is just speed running theories that include large quantities of fast food while he can still use lunch as a tax write off
Hes still owning the company and will still be around.
Honestly, having a small youtube or twitch career as a 'cooking' channel and tax expensing pretty much all your meals sounds like a great idea.
@@corruptedpoison1 Lunarx fully owns the company
@@UTTP_is_Better_Than_AllFandomsbot
Buts that’s just a theory…. A tax evasion theory! Thanks for watching
The fast-food restaurants' "Chefs"
You sir paid some major respect here.
I work in fast food and I can add some insight.
I think the issue is not necessarily with comprehension [although there is some of that], it's with points of potential failure.
Think of it like a tube. A long single tube can pass water through with only points of failure at either end.
A segmented tube connected at regular intervals has many more points of failure at each connecting point on top of having the issue at both ends.
Fast food places are similar. They usually have 3 people putting the food together for efficiency; One person toasting buns, one dressing the burger, one putting meat in the burger.
One person cooking the meat, another entirely for chicken. One person putting together fries. Two or three people collecting the food and putting it in the bag.
Usually staff are doing this in tandem with doing other jobs. Someone collecting drinks may be taking orders, or making ice cream/shakes. Another person who's working the line may need to leave to get out fries or other stock.
As a result you have too many people interacting with an otherwise simple process with multiple different people acting as multiple points of failure.
Lack of communication, unclear communication, tiredness from working inconsistent shift patterns and working on a hot grill/fry station all results in a recipe for failure.
The easiest solution is to slow the process down by enforcing double checking at each stage to make sure things are correct.
However, this would slow down the process which customers wouldnt be happy about and neither would the company as it would affect their bottom line.
Through internal metrics workers are incentivised and business owners penalised for working slower, even if it ends up more accurate.
There is a time limit on how long someone can be in a drive through, how long you should spend making an order and these time limits are reinforced with obfuscation of information.
For example, if an order is off the screen - it is pending. Which if it goes to 6+ is stressful. rather than allowing employees see the orders and make the easier orders to get them out quicker, some businesses have intentionally sabotaged this information by only allowing 2 orders to appear on screen.
This means that employees are completely unable to see a single cheese burger order because there are 2 orders ahead of it that may be 4+ items long.
This same obfuscation applies for if an order is waiting for a specific ingredient. If you hold the order it blocks a slot of visibility. If you serve the order, you can no longer see what items were on the order unless you recall it which again blocks other orders.
Or how about we double check the bag before you hand it out to the customer. If you’re aware of how often failures happen, whoever passes the food to the customer checks it. You’re putting food in a bag not building a rocketship. Mistakes happen on single person orders, that’s a joke.
I completely agree. The problem is that the competitive design of performance metrics for the business itself and upper management facilitate the mistakes by de-incentivising that double check system.
Rather than have employees double check at order collection which might take a second or two management complain or yell at staff members. Which in turn causes them to not do that in the future. If they end up promoted, that's exactly how they train new people and the cycle continues.
To be clear, management would rather employees make mistakes and be fast to keep their internal metrics high than make sure everything is correct 100% of the time. Because at the end of the day, it's not the management that gets yelled at when something is wrong on the order. It's the lowest level employees.
@@PandatheGOAT
Sir, this is a Wendy
Lol
NOBODY CARES ABOUT MATPAT LEAVING BECAUSE I EXPOSED HIM (INSANE!)
A singular Wendy.
Sir, this is a McDonald’s
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
This is a pretty solid video. However, an extremely important variable (im a fast food employee) that was not mentioned in this video is the fact that employees are on a TIMER for every single order. Corporate expects employees to get their drive-thru orders out around 3 minutes or less, any longer, and you're in the red zone. Now, 3 minutes is doable for sure, but when Suzy Q comes and orders 5 combos for her family, all with modifications, employees are going to rush to get the order out on time. Rushing is where the mistakes really come in. It's hard to make food quicky while reading an order that takes up an entire screen with modifications all in tiny, unorganized fonts. Because of this, it's incredibly easy to miss a modification.
Personally, I despise the timer system because it expects employees to work under pressure while maintaining the highest quality, no matter how complicated the order may be. I honestly wouldn't mind waiting 5 minutes if my food came out correctly, but corporations see that as a huge nono.
I find it outrageous that a time system is a fixed 3 minutes (if I read that correctly). 1 Sunday and a 5 person family order, éven if there are no modifications are such different orders!
Who asked + nobody cares 🤡🤡🤡
As an ex-manager of a popular fast food restaurant, the goals of 90 seconds or less would get us in trouble. My store (what they called it) had a goal of 45 seconds.
@Officer-topG you did clicking the video 🤡🤡🤡
@@Officer-topGbozo, why comment in the first place
I work at a fast food restaurant, orders are always wrong because we’re in such a rush to get things out quickly, we basically get punished for double checking. Corporate wants no mistakes but puts more pressure on the bosses of the stores to get their drive through times better, and less about order accuracy. At my restaurant they want from the moment the customer enters the drive through, orders and leaves to take under 2:30… which is near impossible
@@broKen73484 we get yelled at and it could lead to being fired
Is it even safe to expect the food to be cooked properly in that timeframe? If there's a rush, I'd expect you to run out of the prepped patties quickly. Especially if there is no separate grill for the drive-thru orders.
@@plutototoh so with the patties that's a special case, they take 7 minutes in the oil so we park the cars on the side as quickly as possible then are forced to deliver the food outside no matter the weather/temperature.
And then when you’re under staffed on top of that it makes it even worse. Especially during rushes.
Ever since the kiosks were introduced, I've only used them when ordering fast food. We have them in McDonald's (obviously), our local fast food chain Hesburger and a few other chains. They're great!
same. never talked to the cashier except that one time when neither the kiosks nor the mobile app could let my payment through, yet the cashier's card terminal could.
As a worker at a McDonald's a huge part of the incorrect orders is the pressure placed on us by corporate to stay under a certain time limit, as well as having to deal with kiosk, mobile, door dash, front counter, and parked orders all at once.
I forgot to mention the restaurant location doesn't help this, as ours is placed right on the cross section of two interstate highways
THIS then it’s so stressful and the customers complain can become rude ( and violent ) if their food isn’t given fast enough
As former Wendys employee this was true even more so for us
@@kylerryun1583
So you're understaffed?
As a former Checkers employee I agreee theyre understaffed, and quality in any sense not a priority.
As a fast food worker there are a few things I've noticed, firstly a lot of places are reducing the amount of workers on the floor. This means that there is more stress on those in the building, even our drive through often only has one person working it, both taking orders and tendering them out. Second, a lot of people are just trained on it for a couple days, and left to do it on their own with almost no supervision, again because there is less workers on the floor.
A lot of times its the newer employees making the mistakes, and a lot of new employees haven't always had the greatest work ethic, and so just get cycled through like crazy. Sometimes its almost twice a week I see new names on the schedule, and within a few weeks they're gone, oftentimes without me having ever even seen them. Basically its just a constant flow of the above issues. :\
If they are trained at all. Other than Taco bell the other three I had to ask the other employees what to do.
NO ONE CARES ABOUT MATPAT LEAVING BECAUSE I EXPOSED HIM (STUNNING AF)
And that's not the mention how often everyone randomly just decides to quit without warning so by the only time you have the proper amount of workers, they're ALL trainees and all making mistakes. And the one long term employee is the one trying to sort it all out and trying not to break down.
I remember I was trained on drive-thru on our easiest day. In a 5 hour shift we had maybe 20 customers. I was left to the sharks ALONE on our busiest day ... where lunch and dinner are non-stop customers for 2 hr stretches of time. So it'd be I start at 10:30 - and come 11 until 1 pm it was back to back to back customers, I'm getting screamed at for going over 3 minutes per order despite how 90% of that was people taking exactly that long to order, and then getting yelled at by customers that saw the line wrapped around the building and still got in line that this is taking too long [and lord help you if it's raining, no one goes inside if it's raining, everyone goes drive-thru in the rain] and having to three times an hour go grab my line cook who is sitting in the back talking to the manager. Then from 2 to 4:50 there is a light spattering of people. And then from 5 til 7pm it's back to back to back again, but my replacement thankfully arrived at 5:30 every day so I only had to START the dinner rush.
Who asked + nobody cares about matpat 🤡
E
i’ve always used the kiosks because i hate talking to people and i can’t bother with telling them every customisation, and theres only been one mistake so far, when i was ordering with friends. never rlly understood why people were complaining until now
I worked at McDonald's in the 80's. I was a team leader for the drive through. We had the fastest drive through in the state. Our lunch rush window timer was never more than 20 seconds and we never "parked" anyone. Most orders were complete in less than a minute, from pull up to the speaker to departure. In any given week, we would have one or maybe two errors at the drive through. So what was different? First, we all made 150% of minimum wage. Second, we had food ready to serve, in the warmer bin. Food wasn't made to order. It was still fresh, because anything more than 10 minutes old got discarded. We were very good at anticipating demand and having popular items ready to go. Third, the ordering culture has changed. It was rare to get custom orders back then. Now, everyone wants it their way. Fourth, we all spoke English. There was no communication breakdown.
MatPat has been here since basically the beginning of youtube, ruining our childhood since 2011. We’ll miss you, man, and that is NOT just a theory
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
NOBODY CARES ABOUT MATPAT LEAVING BECAUSE I EXPOSED HIM (CRAZY!)
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
That "6 MatPat theories remain" is scarier than all FNaF jumpscares combined
sir please calm down.
Also please stop spamming sir
WE DONT CARE + MY CONTENT WAY BETTER THAN THIS TRASH CHANNEL 🤡⚡️..😂
WE DONT CARE + MY CONTENT WAY BETTER THAN THIS TRASH CHANNEL 🤡⚡️..🎉
@@UTTP_is_Better_Than_AllFandomsGo take a shower first
In the UK, McDonald’s orders should be more accurate in the drive through as there should be a “checker”, but a lot of the time this is the first position to be dismissed when there’s not enough staff
Another good advantage for using app based ordering is that you don’t have to keep re-creating your special preferences. They’re usually stored in the app and you just go to your previous order and pick them. This even protects me from getting an order wrong because I forgot to add or omit something.
Pre-bumping tickets is the problem. I’ve worked in fast food for years across multiple chains, and the problem is that, now more than ever, companies are placing tons of pressure on employees about time from pulling up to leaving the drive through. Every major chain tracks car time, and a lot of them track time in the drive through, to time out. They decide a certain time that’s “normal” and any order longer than that is an issue. Meaning the time it takes for your one sandwich, they expect the same time on the next ticket with 6 combos and 4 extras. This causes employees to “pre-bump” tickets where they read the ticket then bump it off the screen so the system thinks it’s done and times are lowered, however doing this leaves lots of room for error as you would assume.
As someone who currently works at McDonald's, this annoys me to no end. Like what's the point of getting "lower times" when the orders are relying on several people's memory and end up wrong anyways? If I were a manager I would make this the number one point for meetings to discuss if I had the chance (after that I would say stuff about people not throwing away old food or following production charts).
I got nearly got into a fight with a coworker about this same issue back in the early 2000s when I was working at a Sonic. I *HATED* when people punched orders out that weren't done. Not only does it make the time a complete lie, but if multiple sections of the process have their own punches, then it makes later sections look bad.
NO ONE CARES ABOUT MATPAT LEAVING BECAUSE I EXPOSED HIM (CRAZY AF)
@@povyoucalledbelugasvideosc4937bot
I always wondered why they would remove the order numbers from the TV screen at McDonald’s early so thanks for explaining
As someone with some years of fast food management under their belt, I can say that the main consistency that gave you your results is speed. Fast food chains (especially McDonald's) push really hard for drive thru speed. From the time you order until the time you leave the pickup window, they expect you to be in and out in a very short time. This is why food you get in the drive thru may look more sloppy, and are more prone to mistakes. The faster you go, the more likely you are to make those mistakes.
This is why all of your other order methods were better. The person/people on the "inside" part of the table (as in, they focus on making dine-in orders, where as the other side is drive thru), make curbside, doordash/uber, mobile, kiosk and front counter orders. This sounds like a lot, but the big difference is they are not pushed to be as fast as the drive thru side. Less pressure, less stress, less need to get the orders off their screen in a few seconds. So using these avenues to order and getting fewer mistakes lends itself to the fact that they weren't made by the people being pushed to go as fast as they can.
Thanks for the insider insight! Sometimes you have to see the inner workings to figure out what is and isn't contributing.
Who asked + nobody cares 🤡🤡
E
Food Theory should see this!!!
@@dlo3695As someone who works at a McDonald’s we never have people who are just pushing buttons, especially in the drive through.
The McDonald’s I’ve worked at have all had two windows and this is how it was broken down.
First window: take money, take orders, build happy meal boxes, clean trays, and other more menial tasks (like bringing cups from the back to the front)
Second window: Make drinks, check orders, grab things like ice cream/cookies, make specialty coffees like Lattes and Frappes, and finally take orders.
The second window could have another person at it if we are over staff, but even still, no one is just taking orders.
If you've never worked this type of job, then you have no idea how difficult it actually is. It's an INCREDIBLE convenience to just be able to sit in your car, drive around a building, and within a few minutes have a meal prepared for you, and given to you through a window. For the convenience, you have to accept that it will often be wrong...whenever you make something more convenient on one side (customer), you're making it that much less convenient and difficult on the other side (workers).
By definition, more speed will=less accuracy. Imagine at your job, if your boss made you rush and do it as fast as you possibly can, all the time..how many mistakes would you make?
the automated kiosks are the main reason for me to go to a fast food place like this. no stress, no social interaction and also allways knowing how much it will cost and what seasonal special they currently have.
Ex burgerking worker here. I remember in our establishment we had this big TV that displayed every burgerking in the entire country, and we were all competing against each other on who had the fastest drive thru, counter service, etc. We all ended up making dumb mistakes even duringquiet hours just because we were the fastest restaurant in the competition and didn't wanna lose our lead. The customers were getting their orders wrong just because the workers were doing a race.
(I think it was a trip abroad or something for the fastest restaurant)
as a former employee the drive through gets a much higher priority also NOBODY DID THE GRILL SLIPS ANYWAYS so dont even customise your order the kitchen itself is the one making the mistakes 99% of the time
Omg we had something similar at Raising Canes! We did it during March Madness and it was soooo stressful. I remember our location winning and only the managers got something. The crew got NOTHING! One of the reasons I quit was from stuff like that
At my resturant we dont really get acreward for fast times, they just yell at the gm for slow times who in turn puts pressure on us to go faster.
Burger King has the most unhinged employees
I used to work at a fast food place called jacks. It's a fast food chain local to my state of Alabama. We had this exact same thing in place.
I am a fast food worker myself, not in America but in Europe and I work at BurgerKing. It is certainly not the amount of unexperienced staff and the large portion of complex menu items but the amount of people who order it at once.
Drive Through is our Nr.1 priority and we have to reach a >3min mark to be considered fast. Food items sometimes just take too long, especially in rush hours if youre only a couple of people (2) it is really hard to both do restaurant + drive through. And please, if you notice a full restaurant and expect 2 people to get everything right and everything fast, be a little patient. People really need to hear this but I cannot take an order + refill the fries + 100% remember every food item of 10 orders. Especially not if some of these orders are for larger groups of people.
while I'm not a fast food worker, I completely agree, that's why I say to my parents to be patient when an order isn't 'coming fast enough', it's like having 10 homework assignments due tomorrow, but it's 1000 times worse, and your payment is on the line, so I completely support you in your job.
I feel your pain 😭
I also am a fast food worker, I am in America. In my store, we have an actual timer built into our restaurant to record the average time it takes to get an order to a customer. Corporate has given us explicit instructions that our top priority as workers is to keep that number as low as possible.
I worked in fast food for over 3 years at 4 different places in america, and out of everybody i met the sole reason for all of this is because everybody except the managers make minimum wage or slightly above it and could care less about getting your order right or double checking anything when their job doesnt even cover cost of living
He is a millionaire he wouldn't care or understand
Hey Theorists, I have been a worker at McDonalds for a few months, I am mostly on the drive thru and I can confirm this theory, most of the mistakes are done by the "middle man" and not the kitchen, so yes ordering on the app and the self-serve kiosk will end up with your order generally more accurate especially if it it is a complex order.
As someone who works for a fast-food adjacent company, where we offer all of those ways to order except kiosk - I can tell you that we are taught to place greater focus on the accuracy of mobile and delivery orders. The reason being that the vast majority of our customer surveys (one of the major ways we are evaluated) are sent to customers ordering through our app (though in person and drive thru orders that are paid for with the app are sent some surveys as well). So in order to get better survey results, we focus on making sure the mobile and delivery orders are as accurate as possible, since those customers account for more than 65% of our survey results. Just another reason mobile is a better way to order!
I work at an Arby’s and I can say for a fact that it’s not that getting the orders right everytime is hard to do. It’s just that everybody is simultaneously doing 50 things at once because if you don’t the manager will call u lazy and tell you to get your sh-t together. Not only or are you a server but you’re also the dishwasher, the janitor, the sandwich maker, the person at the fry station while you’re taking orders and send them out. Loved the video btw❤
what
Yes, got respect for you people. I don't mind having my orders wrong from time to time because of the added stress you people get 😢
whoever you are,id give you a tip
Yup, a lot of people don't realize just how many jobs you have to do at a fast food job, getting through lunch or dinner rushes with only 2 or 3 people working to cook and take orders, keep the lobby clean, and run the drive thru, its exhausting
5:17 That was 100% some employee thinking "I don't get paid enough for this." And bitterly just chucked that together to spite whoever ordered it.
Who asked + nobody cares 🤡🤡🤡
@@Officer-topGi asked
@@Officer-topG I care
You two are the real MVPs o7
Funny how someone thinks that about a burger they wouldn’t order themselves but they feel fine making an unmodified McDonald’s spec burger 🤣
This is just giving me more reason why I, as an almost 30 year old (hurf), still only get nuggets from Wendy's. Never gotten that mixed up! It'll be a sad day when they do mess that up.
this was actually so insightful, my city doesnt have drive throughs but data is almost always fun
McWorker here. One big factor to incorrect orders is the FAST in fast food. And the pressure is high when all the restaurants in the country are competing against each other.
I will now exclusively use McWorker instead of McDonald's employee
Former Mcworker here and I can agree with that whole heartily. Especially when the promise of a bonus for the store is on the line.
@@toxi101yt5 I got it from a magazine test back when I was a teen. One option to a test question was "You just wait for the McWorker to pick up a McMop and clean up the McMess you made" 😂
Current McWorker here. The drive thru especially is awful, they make you go even faster and it's already hard enough trying to listen to an order through a horrible headset. They make you rush the food even more so that they get a good average in how fast they serve the food but then the orders are wrong
@@Kiitulilmfao 😂
I used to work in fast food. Management cared more about speed than accuracy, with a priority on the drive through. We were rushed, we were over worked (especially during lunch and dinner), and we had to make food while listening to drive thru orders. A recipe for disaster. Muscle memory does not help with custom orders, either. When making food for myself, I would always put on tomatoes even though I hate them. I probably did this to customers too.
With the kiosk, the customer is the one putting in the information and not the employee. Fewer chances of error.
The results of this video are not surprising in the least
Yeah. The place I worked at had a timer that would record how long cars would take to get though the drive through. That way there was even more pressure to get it done fast
GOT TIME TO LEAN THEN YOU GOT TIME CLEAN!!!
Speed an accuracy is kinda the point, no? Sorry you couldn't handle the harsh world of fast food special orders 😂
@@aeson6294yes, but when corporate can only easily track speed that is what they harp on. Accuracy can only be given an estimate if people call to complain about errors. Many people won't unless it's deal breaking because they hate interacting with people. So your accuracy numbers are only impacted by boneheaded mistakes like no big Mac when you ordered the meal, or by Karen's who nitpick the extra pickles because normal is 4 so extra should be 8 plus not 5.
@@aeson6294You shouldn't belittle others on inaccuracies when you, yourself, have typos in your comment. Schmuck.
This is one of the few times you can't say it's just a theory, cause this was just footwork and research, well done!
That’s an experiment. A scientific experiment.
Speaking as a previous Taco Heck employee - the way the system is set up in most fast food places makes highly customized orders very difficult. The moment you start putting the order in, the line starts working on it. And then if you start mentioning modifications and the line was fast enough to get it done already, they have to throw it away and start over. All while the owners are barking at everyone to speed up and be faster than our competitors. Using kiosks, the whole order goes through at once. So this absolutely makes sense.
I think something worth considering that wasn’t touched in this video is how busy the restaurant is when you order. During high rush times, it’s easier to get a bit stressed/overwhelmed, and make mistakes.
My experience was working at a Dairy Queen, where basically every order is more or less custom.
One really big thing worth noting is that there are multiple stages of communicating your order. First, the cashier needs to understand what you said, then they need to properly enter it into the computer, then the person making the order needs to correctly read the order on the ticket. At least at my Dairy Queen, most of the people working at the drive through had a headset and could hear the orders directly, cutting out a lot of the room for miscommunication.
I also hypothesize that the locations with self serve kiosks are more used to highly custom orders, and thusly the workers are much much more used to creating custom orders. Because of this, these locations might be better with custom orders in total, and all custom orders at those locations will be more accurate.
Who asked + nobody cares about matpat 🤡
To matpat i was expecting for you to step on some toes including mine considering I'm an order taker at one of my local mcdonalds and I always make sure I get all my orders accurate, now granted there are some things customers don't really mention on their order until they pick up their food and mention it then it comes back on me and the majority of the orders wrong is either because runner(the person bagging the food) puts the wrong sandwich with the wrong order OR present(the person handing put the food) hands the wrong order out OR it could be you experienced some inexperienced people or depending on how busy it is, can get overwhelming and very very stressful. But there are some inexperienced order takers out there, me im well seasoned with 10 years experience working different food related jobs but 2 areas I ace; Grill/with fried products, and drive thru order taking and cashing out. As for the people who maybe inexperienced, don't hold it against them for your food theory, they're trying their best, but if you come across people who just don't care, then I'm sorry but I can't defend those people other then they may have something going on that's effecting their work performance, my advice to all is be kind, be patient, and spread love and peace rather then be just another hateful intitled Karen looking to ruin everyone's day
Another factor to consider is pay. Since this study was done outside of California as well, a few places you would have gone to would have been playing their workers minimum wage, which is less than a living wage. And that’s going to weigh heavily on someone who doesn’t have a support system in place. If that person is working two jobs just to make ends meet, they’re not going to be giving their best to either job, which can result in incorrect orders. It feels like a huge blindspot to not even mention that you’d mostly be dealing with employees which are the lowest on the totem pole, thus the ones who are pushed the hardest and the most prone to mistakes.
@@wrmsnicket I honestly wasn't gonna mention that but it is true cause alot of companies unfortunately don't pay their employees enough to deal with what they do me included
Also, runners, I worked at McDonald's, and sometimes runners would take the wrong bag when running orders. One would leave it half made to take out fries or make a drink, and the other runner would take it without knowing it was the others or they thought the other runner was helping them. Which we do when not busy.
Also, sometimes, the line cooks will label the sandwiches wrong. All in all, matpats kinda right. Human error is usually the problem. Even when the runner is giving everything out correctly, the presenter could still mess up.
The amount of times my order has been botched is unbelievable. It's frustrating considering the prices continuously rising and the quality, in all aspects, diminishing.
WHOM CARES ABOUT MATPAT LEAVING, MY CONTENT IS SO BETTER🤣😂❤
@@CowDudeYFGA Whom shall even careth about Sir Matpat leaving the Kingdom?
Just wondering... You pronounce your channel 'April' or 'For real'??
NO ONE CARES ABOUT MATPAT LEAVING BECAUSE I EXPOSED HIM (INSANE AF)
just stop being lazy and don't eat fast food in most cases it's literally poison.
This needs to be done for pizza places! The accuracy of walk-in orders vs pick-up orders vs delivery orders vs third-party delivery orders.
As a current delivery driver, I can at least say for myself that my error rate is low (can’t say that for some co-workers). I am EXTREMELY curious as to what the results would look like.
I really wish Mat would've spoken about "drive-through time goals." I'm pretty sure every "fast food" establishment has them, which is most likely the reason orders are wrong or improperly made. Speaking from years of experience in fast food, these time goals are usually set way too low. For example, Taco Bell has a 3:30 or under "time goal," which yes, keeps the drive-thru moving quickly. However, it causes massive strain on the employees to get orders out in that time and is also 100% accurate every time. Although it is not impossible, it can be extremely difficult to do so if you don't cut some corners. For example, at Taco Bell, each and every tortilla used for an order needs to be heated for at least 5-10 seconds. For smaller orders, this isn't too troublesome. Also, we aren't supposed to stack two or more tortillas on top of each other to save time, since both sides of each tortilla should be equally warm. We pretty much have to disregard that "rule" if they want us to reach that goal. Also, each crunch wrap and quesadilla we make. The tortilla has to be warmed for 5-10 seconds, put together (quesadillas must be steamed, which takes about another 5-10 seconds), and finally thrown on the grill. Which has a 17-second timer that you have to wait for. As you can probably see by now, for larger orders, that 3:30 seconds runs out quick, just on mandated time allotment for certain food items. Also, keep in mind that the people making your food have to read from a usually very clustered screen. With not only your food and your modifications to it, but the next person's order as well. These screens that we read from are usually small enough to fit comfortably in front of us without disrupting our workflow. Which comes with a few caveats, like a relatively small font and an even smaller font underneath that shows your modifications. The modifications (at least for Taco Bell) are color-coded. Either RED for something removed or GREEN for something added. A lot of the time, we're staring at a Christmas tree of an order, trying to make sense of it all while also making the food, rushing to hit a time goal that was set for us by people that aren't even in the building. Heck, they barely ever even visit to get any sort of real feedback from their employees. Let me get back on topic. Let's say you order a party pack of 12 tacos, which is probably one of our best deals. Each of those 12 tortillas needs to be warmed up for at least 5-10 seconds; it should be closer to 10 since I'm guessing you want at least warm food. So, 12 times 10 seconds would be, if my math is mathing, 120 seconds (2 minutes). Plus, don't forget we still have to put the food in the tacos and wrap each one properly. Let's say decent line work can make a regular taco start to finish in about 10-20 seconds. Again, this is on top of the time already spent just to warm up the tortillas. Which again is 2 minutes if you are doing it by the book. Let's say it takes 15 seconds on average to finish each taco, which is 15 seconds times 12 = 180 seconds, or 3 minutes. So adding that all up for that one party pack of 12 regular tacos is 2 minutes for the warm-up plus approximately 3 minutes to actually make and wrap the taco. You get... About 5 minutes, if we are doing it by the book. Obviously, some workers are faster than others. For the average employee trying to do their job 100% accurately, according to the book, that 3:30 time goal is pretty much impossible if we don't cut corners by stacking tortillas or by pulling things off the grill a few seconds early. Remember, that was just for that one party pack? People can and will order more on top of that sometimes, which makes that time goal even harder to achieve. So please, when you're at a drive-thru, be patient. We are trying our best, or at least the ones of us who actually care about the service we provide for you. Also, when we hand you your order, please pull up to a parking space to check your food if something is wrong. Please, come in. As long as you keep your receipt, we have to fix whatever mistake was made. If you sit at the drive-thru window, the sensor that tracks cars and our times is still being tripped by your car, and our times will continue to go up if you do not move. There have been countless times where we serve food under 3:30, but people decide to check their bags at the window, which causes us to cross that 3:30 threshold. That one car may be the decider between a 3:30 or a 3:31 day, which not only looks bad on us but could get us reprimanded, or even worse, fired. Even if we weren't the actual reason for that happening, that is what it looks like to the higher-ups, who just look at the numbers and aren't actually in the store witnessing what is happening with each order. Anyway, if anyone actually reads all of this, I really appreciate you, and I hope you have a fantastic life. I also hope this puts "fast food" into perspective for you. It's so stressful knowing one car could potentially be the reason you are fired or reprimanded. So please be patient with us, because we have to be patient with you. Much love; peace out.
@@broKen73484 thought those were genuine questions. Sorry I answered. Bye, Forever.
@@broKen73484 sorry I spelled a word wrong. Sorry. I rap, I write music. Sorry I'm not perfect. Sorry I tried to have a conversation with somebody. You could've easily explained yourself, but didn't. I'm 22, I know absolutely nothing. I know I'm nothing, and conversations like this don't help. Lemme help ....
That was very well put. And you didn’t even get into the issue of not being payed enough, often being understaffed, and rarely having more than a day or two of training to learn each position.
I honestly like when drive thrus mess up my order because when I ask them to correct it, I usually get to keep the wrong order too so it's twice the food 😂😂
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
NOBODY CARES ABOUT MATPAT LEAVING BECAUSE I EXPOSED HIM (CRAZY!)
The “6 food theories remain” part scared tf out of me like bro this isn’t slender the 8 pages
😂😂😂
Of course not. It's Majora's Mask.
I excpected the chomp not a reminder of matpat's departure
Find my pages
NO ONE CARES ABOUT MATPAT LEAVING BECAUSE I EXPOSED HIM (INSANE AF)
i always order on the apps for pickup at the counter. Usually this is pretty accurate and if I made many mods you can double check before leaving the restaurant to make sure they get it right.
Some restaurants kind of sucks for mobile ordering because they make you feel like you're cutting in front of others trying to get your order when it's crowded.
Wendy's is the worst because they literally don't call out mobile orders as they're ready they just store them away even if you're standing right there waiting the whole time.
I don't understand why nobody's come up with some form of locker section or something where you can pickup mobile orders without having to bother the person bagging it twice.
In McDonald's too they often just hide it across the kitchen and it would save time for everyone involved if it was just kept up front so you can grab and go.
As someone who worked in fast food at Dairy Queen for almost four years, I can tell you there is nuance to this. You are absolutely right about the middle-man messing things up. DQ doesn't have those order-yourself kiosks, they really like their human contact methods of in-person ordering and drive through. However, with that, a lot of the cashiers working front counter are the newbies around the block, because allegedly it's the easiest position. However, the new guys are often confused by the computer system and just guess at how to put in the order right. I saw so many new people say "I'm really not sure I put that in correctly, but oh well" type of thing. Also, at the drive through, as someone who worked mostly headset, I really did my best to put in the orders correctly, but often I was trying to take orders, cash out cars, bag food, make drinks, AND grab ice cream all at the same time and on a time limit. It's chaotic, plus, those headsets can be of bad quality and sometimes it's hard to hear. So those are some reasons why the middle-man who puts in your order for you often ends up in wrong orders. Also, not to mention, a lot of the workers in fast-food as a whole are 16-year-olds working their first job and there's not much management can always do when their teenage employees just don't care all that much. And it's especially when we got highly customized orders that people really didn't care in the job. Anyways probably no one will read this but I just thought I'd give my two cents as someone who is basically a fast food veteran lol
As someone who has worked in fast food, these results make a ton of sense. The managers and corporate really push you to rush orders (which is pretty stressful), and get them out in as short a time as possible, especially on drive through. Mobile orders however, you can prepare a lot more slowly and as long as the kitchen doesn’t make a mistake, you have time to check all of the items in the bag.
I order subway through the website every week and so far they’ve only messed up on me once when they forgot the lettuce. Overall a pretty high accuracy rating though
Also used to work in a fast food joint, and the difference between the 90 seconds to complete an order for a restaurant customer and the about 5 minutes for a mobile pick up was a game changer.
I steal people's cold mobile orders all the time ......homeless people should catch on
@@derpycats8072so that I had an opposite situation which was just conscience today. However, I ordered a foot long and only got half of it lol😂 they gladly made me the second half but haven’t ordered there in over years and so that was unlucky
I work at McD near a college so spamming tiny orders with excessive changes is the norm. I would say normally not too bad at not messing up burgers and usually the runners (aka me) check the food as they make it and even ask. We also always try to make it right in case we did make a mistake. Time is important but accuracy is key because then we don’t have to waste time fixing messed up orders and get people to return 😎
I am currently working at a mcdonalds and it amazes me that there are that many mistakes. Most of the mistakes I've dealt with, and possible could've been the reason for the messed up burgers, come from miscommunication between the employee's and customers. Today for example I had a Lady get mad that we forgot her coke, which she didn't order because when I took her order I told her that we were out of coke and asked if I could get her anything else, to which she responded "no it's fine". Another guy I talked to at the front counter wanted 2 burritos but he mumbled it and my manager was pestering about something, I couldn't tell if he said 1 or 2 so when I was finishing his order I asked "So just the 1 burrito" and he said yes and then got upset about it earlier. In the kitchen we make mistakes, but 99% of the time we catch it because there are 2 people on the line, so if I put ketchup on a mcchicken my coworker is going to ridicule me and I will remake the sandwich in shame.
Yeah, I work at Culvers and a lot of the mistakes are literally just switching up cheese curds and cheese sauce at fault of the order taker. Also if someone orders a basket (a meal) preceding an item with no customizations we are more likely to miss that item on the side. I am sure we would greatly benefit if our screens displayed color coded orders like Chickfila's are.
When I worked in fast food, we were told about secret shoppers.
They will always get a medium number one combo with no special instructions. It’s the sure fire way to not get your order messed up. Management watches those like a hawk.
I find it interesting that there was any difference between mobile app vs kiosk. I’d have thought they’d be equal, since they are essentially the same.
However, I prefer the app, because, for at least McDonald’s current version of theirs, you can submit the order at any time you want, you don’t have to be near the store, and opt to pick up at counter rather than curbside service. Which means if you time it right, it should be ready for you to grab and go.
For the stores near me, it seems the magic time is about 5-7 minutes away from the store. Unfortunately though, some stores have been holding orders behind the counter, and it takes a few minutes to get the attention of someone so you can eat.
I work at Sonic and can easily tell you that you can easily get what I call "Line Hypnosis" where after a few hours into a shift (first 30 minutes to an hour and the last hour of your shift) your brain starts to just go on "Autopilot" and it becomes easy to forget what you've made and what you haven't made
I worked at sonic for 2 years as a cook, it wasn't hard bro.
@@Gambo8807 they didnt say it was, in fact they implied it was easy.
@@cowdudesupporter7063 Thats why you have 600 subs by appealing to 12-year-olds and he has millions.. Wild.
@@Gambo8807 didn't say it was hard
One thing i wish Mat mentioned is that the employees are timed for orders placed through drive through. My “theory” (more of a hypothesis) is that the reason drive through had such a low accuracy, and the non face-to-face orders were so high, is the time employees had to make the orders
I CARE + UPP IS BAD
I HOPE UPP LEAVES AND NEVER COMES BACK
@@Jacksonvillejackwho even is up?
As a kitchen manager, that is 100% why. The more time the employees have to make an order correct, the better the results are. Unfortunately, the computers, the district managers, and an unfortunate amount of customers want a full meal for 4 in 3 minutes, with modifiers, which is an insane speed for anything.
As a former McDonald’s employee this is accurate. Managers always push for drive-thru times sometimes even asking us to average below a minute which is insane. Overall, if you order inside we had more time to make your order.
This is why whenever I order drive through I only order super basic/easy to make stuff like fried chicken and fries at KFC. Anytime other time I go inside to make sure the food is actually prepared correctly.
I'm glad this was highlighted. I don't go out to eat anymore because you don't get what you buy.
This video is pretty good. As all matpat's videos. We will miss you matpat. Love you man!!! ❤
Whenever I go to a drive thru I order specifically "NO ONIONS " (since I'm allergic) they always keep it in and I have to give it to my sister, and no food for me😢
Allergies are a sign from the universe you shouldn't exist
NOBODY CARES ABOUT MATPAT LEAVING BECAUSE I EXPOSED HIM (STUNNING!)
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS';/
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS';/
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS';/
As a ex-McWorker when it comes to the drive thru a big factor of incorrect orders is the company forces the places to compete against each other in a race to be the fastest McDonalds which i find extremely counter productive and then the owner will yell at the crew for not moving fast enough. That and the employees would constantly be cycled out for new ones because they will see the toxicity in the work environment and just bail after a month if not a few weeks. I usually ignored the speed rule and always took the time i needed to make them right, i just never got fired because i wouldn't quit despite hating it there and was as the regular customers would call me "the nice McDonalds guy" because all my coworkers where always miserable and rude to customers.
I did not read that but good work
"nice mcdonalds guys" are the best!
I agree, I work at a McDonalds myself. I feel like corporate doesn’t care about the accuracy of the orders. They just care about how much money runs through the restaurant in a certain amount of time. The faster the line moves the more orders go through and the more money 💰 corporate makes.
Mobile orders are my favorite. Order at home on my phone, drive down and park and skip the lines and they bring it out to you. Had a couple long waits in the past, but nothing recent. My order is always correct too since the mobile app is pretty much the same as the self-serve kiosk only on a smaller screen.
As a recent ex McDonald's worker (for 2 years), I can tell you now that yes, ordering from drive-thru can in-fact produce bad results. It is hard to hear the customer on the cheap headsets that we get supplied for drive-thru. YET, the main cause of these problems are NOT because of how it was ordered, but instead the human factor (the lack of training for the workers is the main cause). In the kitchen many of the workers are constantly under stress, and can easily forget to add/subtract something from an order, while trying to keep the fast pace. Also the main reason for missing burgers/fries, is from the people packaging the order likely also under stress, trying to get the order out as fast as possible, and worrying about many orders at the same time, or just the amount of drinks/deserts in the order.
I personally have always tried to make/cook/package every order as correctly as possible (double/triple checking), sometimes even giving extra fries/nuggets/deserts when the order takes longer then 5 minutes (if we aren't in a rush).
BUT like most of the other comments say, it also depends on the time of day (Breakfast, Lunch, or Dinner), and the amount of staff working. As a lot of the time staff are expected to do 5-6 peoples jobs at the same time during rush hour.
I hope this info helps!
This comment is like a story
As someone who worked at KFC for 6+ years, I can confirm that employees are overworked by trying to handle multiple jobs at the same time, especially during lunch/dinner rushes.
I Will NEVER forget the face of my dad when he took that first bite of the burger on our road trip and it only had lettuce in it 😂😂😂
@@centisage6778
I read a lot of peoples comments and thought of putting most of the info (and my experience) together into one comment. There’s definitely info I’ve missed, but I think I got the gist of it.
Thanks
@@LegendofKal
I’m so thankful that I got a job at a cafe as a manager. Working at McDonald’s, they offered a manager position multiple times by different people, over the course of my 2 years. They never followed through with it. I’m happy I got to learn how a fast food restaurant works. But the industry as a whole, absolutely sucks.
Another part is how they ring it in! Where i work and people ask for certain items in their burgers, i think its easier to ring it in as “only cheese mustard etc” compared to “no ketchup lettuce or tomato.” When we’re making it and you can read the only items going on it, you can make it faster with more accuracy
Who asked + nobody cares 🤡🤡😅😅
Yes, the only trick is very helpful, I know from experience
This is what I do when I order a sandwich at the store. I say everything I *want* on my sandwich, and then they still ask, "So no XYZ?" Then sometimes they still give me something I don't want on it.
As a picky eater, yeah, I still have my "just buns patty cheese bacon please" on the tip of my tongue
@@franciscoguinledebarros4429 as a picky eater, just saying "plain and dry" is enough. They'll understand what you mean if you order it right.
you should do an entire episode on the accuracy of receiving your beverage when ordering in person or at the kiosk in any taco bell… it is nearly 0% accuracy for getting your drink lol
The drop in quality has been awesome for me. I eat healthier now and save money since I rarely go anymore. I do miss the old fast food of yore and the old convenience... but alas... all things change and my arteries are grateful.
McDonald’s employee here! There are a lot of places where your order can easily go wrong.
Firstly, many things cannot be inputted into our computers (Mac sauce on a jr chicken for example). Normally for a case like that we can just hit the ask me button but that’s something we can easily miss.
Secondly, if in a rush, our kitchen can easily become overwhelmed with orders. The smaller an order is, the less likely it is for a mistake will be made.
Thirdly, the person who takes your order is also tasked with making your drinks and fries, and packing your food. If it’s already a long order, something as simple as a fry or extra sauce can be easily missed. All of the food cooked by our kitchen is stored together as well, meaning one McDouble grabbed by drive through instead of front counter means one less burger for your order.
Finally, many of our employees (such as myself) are part time workers who are in school full time. Depending on the time you ordered, many students may be worn out during their shifts. It’s a lot of people’s first jobs! That lack of experience shows in many of our employees.
If you want the highest level of success, keep it simple. 1 or 2 meals (sandwich, fries drink) and minimal changes!!! Trust me, the employees will love you for it :3
Btw, while there’s nothing stopping you from checking your order at the window, it can ruin our restaurant’s timing! Pull through, park and check. If you’re missing a burger or a fry, chances are we’ve got it!!
It’s funny you mention the window thing. I was coming home from the doctors and my mother stopped to get some nuggets and hot mustard sauce and a small fry. Predictively they forgot the sauce, a common occurrence which is why she checked. The bad part is with the “Hi sorry you forgot my sauce” was met with “no we didn’t” hostility. Like yeah you did do you want to check the bag? She eventually got 2 sauce packets, but man was that employee terrible about it. I’ve noticed that about sauces in general from McDonalds. Does pay get docked if someone gets an extra one or something?
I agree, nothing stops you from checking the order, but nothing stops you to go park a little further and come back later either...
WE DONT CARE + MY CONTENT WAY BETTER THAN THIS TRASH CHANNEL 🤡⚡️..🎉🎉🎉
I was told to park and I said no. I had only ordered fries and nothing else. I was told if didn’t move they would call the cops on me. I said food or money, your choice. He clised the window and a cop came outside. I pointed to the parking area and asked WHERE am I supposed to go when EVERY spot has a car waiting in it?
They refunded my money. Why call the cops because I couldn't move even if I wanted to?
i work at artic circle this is true
Not all restaurants do this, but love the system where you can see your order right after you order so both of you can confirm the right order.
fr
Having worked in fast food, i can definitely say the order screens for the cooks are not easy to read at all; cashiers also will struggle (especially new hires) on finding where certain buttons are, which can lead to them just telling cooks what goes on it leaving it to memory (not the greatest!)
every drive through in germany has to have a sign telling you to check the contents of your bag, its a non problem here. and if it happens you get a menu for free.
I never realized how common mistakes were with fast restaurants so this video surprised me. I only go to a fast food restaurant once or twice a month and i seldom have to deal with any mistakes, but when i do and i actually go to point it out to the cashier or manager, they apologize, let me keep the mistake and make the correct item and sometimes even give me a coupon to keep me coming to their restaurant.
Yeah, I must i've gotton really lucky because i've never had mistakes this common
In college, i worked in a little sandwich shop/convenience store we had on campus. The dining hall food quality was so bad, and food poisoning from eating there was so rampant, we often got overwhelmed every single day. And our bonehead GM moved us exclusively to grubhub the last year i worked there. Our error rates skyrocketed because they didnt let us stop orders coming in until the minute the store was supposed to close. We closed at 10, but you could order everything on the menu at 9:59 and we had to handle it, and we would often get 600+ orders in 3 hours just for meal swipes alone. I cannot imagine that having to manage orders from ALL the delivery apps, kiosks, drive thrus, curbside and FOH is at all forgiving. Food service is already largely thankless. The amount of times i got screamed at by other students during that job to the point we had to call campus safety over order errors was astounding.
The big lesson here is to be nice to the people making your food. Most of em will happily correct an error if you just ask nicely. "Hey man im sorry but my order is a bit wrong, can we make this right?" Is all it takes.
@@cowdudesupporter7063 get a life.
In my experience, older people and people who are not tech minded hate the kiosk. They don't want to take the time to learn how to use it. Some will throw the line out there, "I don't work here. Why should I punch my order into the computer?"
One of the major issues I have wish fast food is that the place I go to, don't have a separate thing for fries when they get the fries out of the deep fryer, whenever I get fries,
I ask for no salt, but when I get them they're still a bit salty, which is bad for me
As someone who worked in fast food:
1) in person is better. I always had a hard time hearing people on the headset, and whenever I told them to be quieter or louder, they never listened and I just typed whatever I thought they said. In person they're more likely to respond in a far nicer tone
2) don't make the order complicated. Adding too many extras can confuse an employee, and if there's something on the menu that is closer to what you want, like a super deluxe burger but with no tomatoes, it'll be easier for the employee. There are multiple hands at work. Like a game of telephone certain things can get lost in translation as everything is being put together
3) have a nicer tone. Not angry or demanding. The employees will be more unwilling to get your order correct if your constantly berating them about their order when there's 5 other customers in front of you
4) thank them for your food, especially if you go to that fast food place a lot. They are more likely to remember you in the future. I only remembered 2 types of customers, the nice ones and the rude ones, and you don't want to be put on the rude list if you want your order to be correct
5) lastly, check your bags before leaving. Yes you may feel stressed to leave, and the employee may look impatient, but you're more likely to get your stuff asap cause your holding up the line and you can show that, hey, I didn't stash fries in the car just to get an extra amount, for example. Not that they care to check because their stressed out enough already and don't get paid enough
So thank you for talking to my Ted talk and hopefully my 3 years of experience at a Dunkin donuts is helpful 😅😉
@@UTTP_is_Better_Than_AllFandomsno it isnt
How hard is it to work at Dunkin’ Donuts? Drink making wise.
So my local McDs has the ordering screens and I have never had a missing item since using them. I've gotten a few extra sauces. We also have a taco place that I order from wayyy too often and they have maybe messed up 1% of the time. There was a mix up on two similar sounding burritos and I just took the one I got rung up for rather then deal with a refund/tossed out food.
Also Mat was wrong about it being due to experience and complex menu. FOH is very often not the issue, it's that drive thru times have to be met and BOH is being stressed to oblivion trying to pump it all out even at the cost of increasing wait times in dine in with less and less staff being employed in the back as the years go by. Eventually (and it has) gotten to the point where it's physically impossible for all but the most physically fit workers to properly keep up.
As an ex chipotle worker NEVER order online or drive through Never. Unless u want day old rice/beans/etc
Well that actually explains a ton. All this time I thought people were exaggerating when they talk about orders ALWAYS being wrong. I rarely get mistakes on my orders and I've always been a kiosk user
There's not a ton of variation in how to build a kiosk ui, it has to be intuitive and effective for sales conversion and we've had touch ui maturing for a while. It's great.
Somehow registers and taking orders is less standardized with the different register displays, size names (looking at you sbux), pos software, and especially employee training. You could get a wrong order because there is no outward facing register display to read and the cashier doesn't repeat it back. If you don't ask them to repeat it, you'd have no idea it's wrong until you pay and read the receipt.
Figuring out how to maneuver through the silliness to get a single correct order is a lot of work compared to tapping a few buttons on a screen, imo it's no contest
The self-serve kiosk was always my fav way of ordering, because it is easy, futuristic, and fun.
For mobile orders, in Australia, when u order online you can choose to pick it up in store, but they only start making it when you arrive at the store so your food isn't soggy. How they know you've shown up is that on the app after you've ordered and payed, another button appears and you click it once you've arrived at the store.
Style theory idea, what should you wear to be the most likely to survive the apocalypse?
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
Another benefit of kiosks IMO is that on the rare occasion where there is a mistake I’m typically more willing to go up and say something than I usually am because I haven’t already had to wait in a line nor used up by tolerance for social interaction yet,
Also you put it in and have it in writing, it’s not like the cashier rang it up wrong
Unless you are allergic to an ingredient you are a fool for ever being willing to go up. Its fast food... just eat it...
If im spending 15 for a meal i want it right.
@@Byakurenfan Thats just how much the cheap stuff costs now a days. If that's too much then you cant afford to be eating out!
@@LostBam wow brain dead take there.
Taco Bell employee here, here's some tips for next time you order fast food:
- Be a decent person, I try to help everyone I can to the best of my ability, but when I'm working 11 hr shifts w/o break, it's hard to want to help people when they don't show me any respect
- PLEASE do big orders (like 4+ people) or complicated orders (lots of mods) in the lobby. also, know what you want before pulling up to the screen in the DT (there's a pressure plate where the order screen is, if you dont know what you want, just wait a car length behind the screen until you do), we are timed and having our times hurt bc people are indecisive or expect us to make $90+ worth of food in 3.5 min is really annoying.
- PLEASE check your orders and PLEASE do it in the parking lot. I always feel bad messing up orders and do everything I can to not mess stuff up, but during rushes I just don't have the time to confirm every item. sometimes I'm making 3 orders at once, it is really easy to just get in a rhythm and forget an item or a mod.
- Don't get mad at me about the prices. yes I know a taco used to be $.79 and now some can cost $3+, no I don't make the prices, no I don't control inflation, no I can't give you a 'friends or family' discount. If you want cheap food just learn to cook, I promise it will be cheaper and better than what we make.
- Don't get mad at me about the changing menu. I have no control over it, I don't want to learn how to make new food every couple months, I hate seeing food I like go too, but there's nothing I can do. Sometimes (especially if someone is being kind to me and is ordering in the lobby when we aren't on rush) I can figure out a way to ring up an old item if I know how to make it, but it will likely cost more than you expect and there's no guarantee that I will.
I've found Culver's to be extremely accurate. I don't think I've ever gotten a wrong order from them. It all comes down to management, either replace people with kiosks or train people to do the job flawlessly. Wendy's/McDonald's just have low standards.
I’m gonna miss matpat when he is gone but we must enjoy it while it lasts
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
I MAKE BETTER CONTENT THAN THIS.
I'm a 30+ year old media creator with aspergers syndrome who is a jack of all trades with a passion for fighting against cyberbullying. I've been doing these kinds of things for over 10 years and I've picked up a whole set of different skills along the way.
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
I've found that fast food in smaller towns typically perform better in both accuracy and food quality than those in large cities. In basically any circumstance, a small-town McDonald's will almost always get orders correct. I have yet to receive an incorrect order from my nearby McDonald's.
Agreed, I'd bet the major factor is service is location. Busy City/Urban area will have more mistakes, quieter rural area wont. That's been my experience with just about anything. When there are more people, service goes down because they're not worried about losing one customer. In a rural area where every customer matters... they make sure things are done right.
Who asked + nobody cares 🤡🤡🤡
Maybe in general but I live in a small town in Georgia and our McDonald’s SUCKS
Living in a small town, I can confirm. The worst my fast food orders have been across multiple brands, has been a missing side like fries or cheese sticks. And you just stroll through the drive thru, politely let them know "Hey, you forgot my so-and-so." they apologize and take care of it. More often than not, someone just forgot to put it in the bag.
@torianadouglas8375 remember that MCD also have franchised stores which aren't directly owned by MCD those tend to have poorer quality overall and also aren't elegible to any or most MCD promos
8:50 idk why this little bit made me laugh so much😂
I know someone that hates pickles... We never change the burgers we order, they just take out the pickles, giving them to whoever wants them. It's not a big deal, they just take them out. The less you change a burger the more likely you are to get a correct order.
Plus sometimes I like having the extra pickles.
Former fastfood worker here. The issue comes with having way too products on the list to order from and the TIME you have to complete the orders in. Ten orders in five minutes is the issue especially when there's burgers, nuggets, fries, drinks, smoothies wraps and salads that ya need to make. And you usually have just two more workers with ya. So yeah. Murphy's law hits hard always on fastfood industry.
this. i work in fast food and i’ll have 4 orders each, for two tills and drive thru, and costumers don’t understand i have to go in order, making like 2-6 meals per order. meanwhile i just got trained, im usually alone, and they didn’t show me the training modules…
With high turnover it is difficult to keep people trained. At my mcdonalds our order takers are supposed to read the order back to you before you pay and before the food is handed out to you.
The truth is since we have to push a lot more customers through drive through it increases pressure which will increase mistakes
THANK YOU MATPAT! I tried the method of ordering on the screen inside, and THEY GOT MY BURGER RIGHT FOR THE FIRST TIME IN YEARS (or ever). Before I was ordering it plain, and now I ordered a bacon mcdoubke with pickles and mayo (nothing else). I was so happy, since I hadn't had a McDonald's burger in years because of how often they got it wrong! This saved me the hassle and led to a DELICIOUS burger. Thank you, Matpat, thank you!
I get fast food on breaks at work so I mobile order in whenever possible unless. I usually get very very few mistakes, typically just getting what I want with less wait. Depending on the system it may result in colder food, like taco bell in store pickup forcing you to use 15 minute interverals which may not line up if you want your food at say, 11:05 instead of 11:00 or 11:15.
Mcdonalds and wendys allegedly make your food on arrival instead of at a designated time by your mileage may vary. On top of the reduced wait you can use the in app deals/coupons to help cut some of these crazy combos down under the 10 dollar mark.
As a previous fast food worker I can tell you that simplicity is key. The computers are set up to take numbers. If you ask for “a #3, large, with a sweet tea”, the person taking the order only needs to push 3 buttons and the displayed order for the cook is equally simple. As soon as you start customizing, it gets harder. And the people taking your order and making your food are being paid as little as the restaurant can get away with while expecting them to make you your meal in under 10 minutes. 7 if it’s drive through.
7 is pretty high try 3mins or less
Thats way too high for drive thru, at my work 3.5 minutes is maximum in nearly every case, we average around 2 3/4 a minute per order
How simple do I need to make my order for you people to remember to put everything in the bag?
7 minutes to stack some meat on bread is a long time 🤷♂️
@@EpicUnicat theres a lot of orders tho and they barely get paid ofc things r gonna be overlooked or mixed up
I used to work at mcdonald’s in the UK a couple of years ago, and you would get custom orders on a little screen above you - we were basically told that we needed to memorise the order and press the “served” button as soon as possible to get our order prep times down, the amount of mistakes I must have made over the years is insane
Who asked + nobody cares 🤡🤡🤡
Who asked + nobody cares 🤡🤡🤡
The managers are probably paid bonuses for PTO ratios, they also push for love to listen during your off hours because they get money for that too.
@@Officer-topGshut up fr you're father-less OK?
Wait did y'all not have order tickets?
Once years ago McDonald's ignored our order and gave us 4 mc ribs instead
Hey Matpat and/or Santi (I have no idea who is reading these comments anymore TT) I had a potential food theory idea. Why are gummy bears the classic/most popular gummy animal? Where I live in the USA, gummy bears (and also worms) are by far the most popular gummy shape. But gummy sharks, frogs, bunnies, butterflies, fish, and other animals also exist. So why are bears and worms the most popular type of gummy? Or does the most popular gummy vary based on region?
Who asked + nobody cares 🤡🤡
Interesting idea. I’d probably say that gummy bears and worms typically have a multitude of flavors, whereas a lot of other gummies I’ve seen (mainly sharks and other fish) are basically one flavor. That and gummy bears and worms have a lot more history than the other shapes.
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS=
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS=
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS=
It's also worth noting that every location is gonna be different, too. I always hear complaints about these fast food places, but I hardly ever have issues with people forgetting some of what I ask about where I live.
literally! i rarely get those mistakes at all. i know which mcdonald’s specifically are better where i live, too. honestly from experience living on both east and west coast, i think the west coast has WAY more traffic to their drive thru- lines are often more than 10 cars long, while in the east coast state i lived people stop pulling up after 5 or so cars. its like people in california specifically love sitting in their cars. i also noticed Californians customize their orders more, from working on both coasts in fast food. i think if the team got their orders from a part of cali it could be insanely skewed compared to where ive been on the east coast.
Never heard of any of these issues here in the netherlands too.. seems to really be a US thing, where low pay workers are treated like slaves anyways.
I was fired from McDonald's for taking to much care in making the sandwich. I was slower than everyone else, but they were always perfect. I was told to go faster and not worry to much about doing it right, but fired not long after because I was taking about 15 seconds more than everyone else. This was before self-serve kiosks or apps.
Starting this video i was like "well that's weird, typically my orders are correct". And now i find out i'm actually using the most effective method
Dear Matpat and other Theorist, this theory had me thinking about something lately. A lot of retail jobs I have noticed these past few years are making mistakes like this. Do you think this is a symptom of a bigger issue with just workers getting burned out all across the board? Speaking as one who works for a grocery store, the added load of curbside orders didn't make my job hire more people. They just piled on all the work onto existing staff and expects us to keep up a flawless performance. It's just a theory though, thought I would ask. Love your work on all channels!
Yea, it wouldn't surprise me if companies were like, "Let's see how long we can sustain this practice before being forced to spend money to change it."
What looks good on paper for corporate almost never translates to human labor. They set requirements for bragging rights that humans can barely manage without some form of loss (injury, exhaustion, burn-out).
And when corporate prioritizes customer satisfaction, it gets worse. When it begins affecting their bottom line, theyll adjust, but till then, its "stop being human and just do your job."
From my perspective, I’ve been in fast food for 6 years, the attitude of new staff has deteriorated. When I first started me and the people who were new with me were willing to learn and listen and take criticism. Nowadays it feels like the new starters act like you’re insulting them personally. I think it’s a culture thing with younger people, most of the people we employ are 16-18 students. You can see a clear line in the experience staff and newer staff and it’s taking longer for people to be classed as ‘experienced’
When you pull up to a Drive Thru, there are a myriad things happening in the Restaurant.
1) Employees are being yelled at to get into positions.
2) Managers are stressing out, trying to get the Employees to (passively) rush the Customers into ordering, so their Drive Thru times stay under 3 minutes, so they don't get fired.
3) Everyone is making your food the moment you utter the words, "I want a um... cheeseburger... no, um a hamburger..." which is why your hamburger is coming with cheese.
4) Slower employees are removed from the schedule, even if they are good at their jobs, because those drive times need to stay under 3 minutes (policy allows for 5, by the way lol)
5) Employees that *_were_* cleaning the lobby, bathrooms, grill, etc have to drop what they are doing to make food; this translates to filthy restaurants, especially smaller restaurants.
6) Missing utensils, because *_nobody_* has time to check for the accuracy of each item, especially when you aren't tipping the folks that you expect to behave like a *_WAITER._*
7) A vast majority of employees are dyslexic, or develop a form of dyslexia, due to increased pressure from them to *_HURRY HURRY HURRY_*.
8) If you hear an employee say, "Take your time," or "Order when you're ready," just remember that every second you take to order is a second used to justify removing that employee from the schedule, as the employee is the "weakest link," in the Drive thru times. Why do they say this then? If they inform you there's a timer, that Employee *_WILL_* be disciplined.
9) Kiosks are taking over because Fast Food Restaurants are failing financially, and they're trying to save every dime they can get.
- A) Minimum wage $8/h > $16/h > $20/h, yet sales have gone from $1000 /h > $600 /h for Taco Bell, yet for McDonalds it's $1000 /h > $1500 /h... they call them "record breaking sales!"
- B) McDonalds is making 50% less money per hour, yet is forced to pay its employees between 100% - 150% more wages per hour.
- C) $100 in food waste is now considered "A terrible loss that we can't afford. Please do better!" They even shut down half the equipment in the evening to save on the electric bills.
10) A small store in the Mountains with 3 staff members after 8pm are required to keep up with the Drive Thru times of a Large store with 12 Employees in the inner city, despite them both having very similar sales (3 cars per hour vs 7 cars per hour). The larger stores can afford to have a grill person waiting patiently for a customer to enter the drive thru as others clean around them. The smaller store has 1 grill person cleaning the kitchen which needs to spend 1-2 minutes just changing gloves, so how is he going to finish a $43 order in less than 3 minutes? Well, he's expected to, or his hours are getting cut, and given to the guy that has no issues getting sanitizer on your food to make sure you get the Fast Drive Times you paid for.
11) Whether it's a $225 order with 27 items, or a $4 order with 1 item, you are *_REQUIRED_* to get it done in less than 3 minutes, or you will be told that your "times are poor, hurry up!"
12) Finally, when you take 3-5 minutes to begin ordering your food, you've effectively ensured that the Employee taking your order is getting their hours cut for the guy that's going to rush you.
Who asked + nobody cares 🤡🤡🎉
I'd have more sympathy about that if not for the fact that every fast food place I've visited in the last five years has asked me to pull around and wait 20 minutes for my meal so they can *pretend* they hit the "served in 3 minutes" standard. This is 100% a self inflicted problem, and customers are right to be annoyed that corporate theater gets in the way of quality service.
I ain’t reading allat
@novacorponline where I work, we ask people to pull forward if either:
You add something at the window
Or the car behind you is ready to be handed out
I'm not saying this is why every time, I'm just saying that there are reasons. As for the 20 minute wait, keep in mind that the employees are still making and handing out the food of all the cars behind you while also making your order. They could also be short staffed or just have inexperienced people working that day
As someone who's job was to handle the cash window of a Whataburger I can tell you 3 things about being pulled forward (at Whataburger )
1 it is not to make your statistic smaller because we are told to bumb your order off the bord when we check you out and hand you your drinks
2 it is usually because the drive ordered a chicken sandwich but we ran out of ones in the hot box (we can hold 12) and now we have to wait for a frier to free up and then for the 6 minute fry time
3 It does speed thing up, not for person being moved, but everyone else because I can check out the next person and get another order to work on
@@novacorponline
My first couple jobs were fast food and diners. From my experience the only way to mess up an order is to either
1. Not care
2. Not listen
3. Customers make last minute changes that doesn’t get back to you promptly.
Making food is so easy, especially when you can hear the customers order, see it on a screen, and sometimes also have a receipt.
I also hate sloppy food display/wrapping/bagging ESPECIALLY when the restaurant isn’t busy 😒
I used to work at Dunkin around 2010 before they added a lot of their current menu and we were shamed by management every time we did not have a 100% drive thru score (based on all the time elements of being in the drive thru). My brother worked at the same location after me for a few years and they were lucky if they got even 40% after adding a bunch of espresso drinks! I mostly order inside if I can
3:50 I've worked in fast food for so long and this is the first time I've really seen a food channel talk about how different staff drastically changes the food quality and it can be hard to control for. It's details from the world like this making it into the show that convinces me the host switch isn't as big a deal as I initially thought. We're still sad to see you go tho matpat😊
The most recent time it was wrong for me, they accidentally gave me a 2nd drink.
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
no, uttp's content is not better
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS!
As a fast food manager I can tell you that the most accurate orders at my restaurant are the mobile delivery and kiosk orders as they leave less room for miss understandings and human error. However a lot of it has to do with timing as well. If you go during peaks your more likely get errors in your order however if you go during a slow hour you should get your orders perfect every time.
Where I live, every Maccas has kiosks, even the ones in the malls. KFCs no longer have counter registers at all, forcing you to use the kiosk or use the drive through, you cannot talk to someone to order. Hungry jacks is rolling in kiosks now too iirc.
I work in a fast food place here in Australia. 2 vital things that need to be taken into account with ordering is the number of staff on shift, and the time of day. I work at a small Hungry Jacks, Australia's version of Burger King, and we will only have 2 staff on shift from 7 when we open until 11 or 12, one making the burgers and the other doing everything else. At 11, we get one more person coming on shift, 2 if it's a weekend. During the quiet periods, the chance of getting an order wrong if very slim because we have the time to double and triple check the order. But if we get a rush, not only will people have to wait far longer but the chances of a mistake increase exponentially. So if you're going to a smaller place, and you see that there are a few other customers there already, you should be prepared that the staff on shift might make a mistake.
Genuinely asking this as a question but I'm worried it's gonna sound rude
Why is orders never right? (Not counting rush hour) like I went into an aussie Burger king, no one in drive though no one in the restaurant and they still managed to get my whole order wrong.... is it like a marketing tactic now?
@@puppersissage8640 Probably a bunch of juniors and no adults on staff.
@@puppersissage8640 Child laborers getting paid below adult minimum wages is not a recipe for quality.
With the Wendy's orders...did you look ~under~ the burger for the mustard?
Wendy's always puts the mustard on the bottom half of the bun, under the burger. So if all you did to look for it was to look under the top bun, then you would miss it entirely.
WE DONT CARE + MY CONTENT WAY BETTER THAN THIS TRASH CHANNEL 🤡⚡️..🎉
@@Orinslayer 4:47
Idk how ur Wendy’s does it but as a Wendy’s employee the mustard goes on top of the cheese- yellow on yellow
@@allisonklunk124exactly lol, I work at Wendy's as well and I've never seen us put it under before
As someone who has worked in fast food, (although only for a few months) I feel as though the main reason for inaccurate orders is the work environment. Packing and making orders is stressful and workers are always pushed to go faster. Not to mention that the drive thru is actually timed and then compared to other stores.
Another cool thing about the McDonald’s app: access to all kinds of deals/rewards/items you wouldn’t normally get just ordering regularly. Today, I got two McDoubles adding lettuce, tomato, and mayo as well as a large soda for $5 total. Considering those come out as $3.59 (with all the toppings) a piece and $1.89 respectively, using the app saved me $4.
can you believe that Matt is gonna say “that’s just a theory” for the last time in one month 😭
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS''''
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS''''
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS''''
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS''''
HOW DARE YOU, AT LEAST THIS GUY IS ACTUALLY SMART AND ENTERTAINING
McDonald's worker here, I've noticed that we get alot more complicated orders in drive-thru,
Both in the quality and quantity sense, one order totaled 16 4-1 meat (quarter pounder)
Now this is just my insight, but I like to believe that people are less comfortable ordering complicated orders face to face and are less likely to remove, add, or substitute ingredients when faced to face as they subconsciously dont want to be known as that regular who makes the workers jobs harder.
Idk if this is how it works but its my best guess.
P.s please stop ordering so many quarters our grill was constantly breaking down due to the amounts of Meat being forced upon it (no I wont apologize for the joke) and we had to replace it.
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS';/
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS';/
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS';/
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS';/
WHO ASKED + MY CONTENT IS WAY BETTER
UTTP IS WAY BETTER THAN MATPAT
I HOPE MATPAT NEVER RETURNS';/