What is the proper way to handle a drive-thru order discrepancy?

• A. Ignore the discrepancy.
• B. Acknowledge, re-check the order with the customer, and remake or adjust as per policy.
• C. Refuse service and credit the order.
• D. Reprocess all items without confirmation.

Answer: (B)

Handling a drive-thru order discrepancy comes down to clear communication and following the store’s policy. The best approach is to acknowledge the issue, re-check the order with the customer, and remake or adjust the items as per policy. This approach ensures the guest gets exactly what they ordered, which boosts satisfaction and trust, while also preventing mistakes or mischarges from slipping through. It also helps minimize waste by confirming the correct items before remaking anything.

Ignoring the discrepancy leaves the guest with wrong food and frustration. Refusing service and credit isn’t typically the standard response for a discrepancy and can harm the guest experience. Reprocessing items without confirmation can create more mistakes and confusion for both staff and the customer. Always verify the corrected order with the guest and proceed with the remake or adjustment according to policy.