When a drive-thru order discrepancy is identified, what is the first step?

• A. Ignore the discrepancy.
• B. Immediately remake all items.
• C. Acknowledge the discrepancy, re-check the order with the customer.
• D. File a complaint with management.

Answer: (C)

When a drive-thru order discrepancy is found, the first step is to acknowledge it and re-check the order with the customer. This means quickly letting the guest know you’re on their side and confirming exactly what they ordered, any substitutions, and any missing or extra items. Verifying details right away prevents mistaken items from going to the kitchen, reduces waste, and shows the guest you’re focused on getting it right.

Choosing to ignore the issue wastes the guest’s time and damages trust, and remaking everything without first confirming specifics is inefficient. Filing a complaint with management is something to consider if there’s a recurring problem, but the immediate action should be to confirm the order with the customer and adjust as needed.