What is the correct drive-thru order pick-up etiquette?

• A. Confirm the order at the window, check for completeness, offer to remake any missing items, and thank the guest.
• B. Rush the guest without confirmation.
• C. Ask the guest to check the bag at home.
• D. Ignore missing items and proceed.

Answer: (A)

In drive-thru pick-up etiquette, the focus is on accuracy, courtesy, and quick resolution. Confirming the order at the window and checking that everything is present helps catch mistakes while the guest is still there, so you can fix them immediately if something is missing or incorrect. Offering to remake any missing items shows you’re committed to satisfying the guest and getting their order right, not just passing it along. Ending with a genuine thank-you leaves the guest with a positive impression of the service.

Rushing the guest without confirmation can lead to wrong items and frustration because you haven’t verified what was ordered. Asking the guest to check the bag at home delays resolution and shifts responsibility away from the team. Ignoring missing items and proceeding misses the opportunity to correct issues and can damage trust and satisfaction.