I learned something very interesting from a student in class this week (thanks Stephanie)...Check this out. Personally, I cannot imagine how this can be cost effective. I am not sure what the benefit is except controlling customer service at the drive-thru on a corporate level instead of store by store and shift by shift. It is not yet a company wide policy, but it is happening in various parts of the US.Last spring I drove through a McDonald's drive thru and learned that the greeting was a prerecorded message welcoming me to the restaurant and encouraging me to purchase their promotional item. I found that offensive...again, I don't think it costs that much for the drive-thru employee to greet the customer. I can't imagine that it is that difficult to find employees that can be friendly to customers via a microphone and speaker. The only benefit I can see is that the message is consistent across all customers, and maybe they are tracking how successful it is to promote an item in a drive-thru greeting.
Food for thought...next time you enter a drive-thru, ask the greeter what the weather is like. If they don't answer you, they might be computerized. If they have no idea, then they might be on the other side of the world.
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