1. Car pulls up. Seconds 1-15, barista says “what can I get started for you?” customer says, “a large white mocha, please.” barista says “okay, you can pull forward.” At second 10 or later, bar barista begins to make drink, customer is at window less than ten seconds later, drink takes at least 30 seconds to make even with a skilled barista. 10 more seconds for drink to be handed from bar to DTO, sleeved, handed to DTR, and handed to customer. (That accounts for our 60 seconds, about 30 of which customer was waiting at window.)
2. MY MAGIC METHOD. Car pulls up, I take longer to greet them if my bar baristas already have a lot of drinks. Full greeting might be like “It is a beautiful morning here at Starbucks, my name is Study, what delicious items can I get started for you today?” 10 seconds. Customer usually replies to friendly greeting with “oh, good morning!” or “Good morning, how are you Study?” These precious extra seconds mean other drinks are going out and my baristas are ready by the time the customer says “a large white mocha, please.” Maybe we are at second 20 at the time they start making the drink. I take my time to say “okay great [insert name if I know it], a venti white mocha for you today, very good choice. And you wanted the drink hot today, as well?” “Yes, please.” “Fantabulous, any food items or other drinks I can get started for you? [insert special promotion if there is one]” “Hmmmm….. no thanks, I think I’m good.” “Alrighty, so if that completes the order then it looks like your total is going to be $5.75 and I will see you ‘round that bend at the window, thank you so much!” “Thank you!” Customer NOW pulls forward. I just recorded myself speaking that entire conversation, wanna guess how long it took? You’re right, 30 seconds, then a few seconds for them to pull forward to the window. That customer is going to get to the window with the drink propped right in front of them and they are going to say “wow, you guys are so fast today!” There is no “wait” time. But no. I tricked them. We are no faster than any other day. You’ve been fooled. Deceived.
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