Ugh. On a truly awful day, waking up from a nap I couldn’t take time for but was unavoidable because I was non-functional, I suddenly realized, almost four hours too late, what was the ethical reaction to a situation I encountered earlier.
Today was another day of the sort I have had too often since Grace died: pressured from the opening gun, discovering a festering problem, being trapped in automated phone, consumer assistance, oppressive technology Hell, falling further behind on essential deadlines I cannot afford to fall behind on, and in the midst of it all, dealing with a needy dog. When I reached lunch late (after skipping breakfast), I just couldn’t bear the thought of another serving of left-overs or another tuna sandwich. I decided that I would indulge myself and splurge on an extravagance, or what counts as one in this humiliating chapter of what I laughingly call my life: I would get a “yummy”—sort of— fast food lunch. Not any place good, mind you, like Wendy’s, KFC or Grace’s favorite, Popeyes. Definitely not McDonald’s…but I could still get a few crispy tacos for under 10 bucks at Taco Bell. It was after the lunch rush, too, so even though it was a 10-15 minute drive to the place, it wouldn’t be too much wasted productive time: my “lunch hour” would take just 45 minutes, only a little but more than I typically allow myself.
I pulled into the short line at “the Bell”‘s drive-thru, got one car, then another, then another behind me, and the line just stopped. When I reached the speaker, a woman started to take my order, then said, “I’m sorry, please wait!” and disappeared for 10 minutes. Then she came back, said “I’m sorry!” again, and disappeared again. Finally I put in my order, noticing that the price for the three lousy tacos was now over ten dollars but it was impossible to back out.
It took almost 30 minutes more to get my food. Under different circumstances I would have just left, but I was starving, and I was also trapped in line; the cars behind me were honking. When I got up to the window, I was unrestrained in my annoyance, beginning, “Wait, was I mistaken? Isn’t this “fast food?” An obviously distessed woman in some kind of Islamic attire said, “I’m so sorry, I’m so sorry! I’m the only one here, and I’m serving the counter, taking the orders on the mic and handling the carry-out! I’m sorry!”
I finally got my (overpriced )lunch, resolving I would not have this “treat” again, and paid her saying, “They need to pay you more!” and pulled over to eat before the tacos got cold. By the time I returned home, my carefully planned 45 minute lunch hour had taken an hour and a half. The whole experience made me feel stupid, inefficient, and broke. I tried to do something productive, but the bed beckoned.
When I woke up, I immediately realized that I should have given that poor woman a ten buck tip. I almost drove back, but it was getting to rush hour, and the way my days have been going, she would probably have ended her shift.
Failure all around. Crap.
Ethics Alarms 
A nice idea, but would she have been allowed to take it? I’ve never worked in food service, but it wouldn’t surprise me if, unless there was obvious tip jar or tipping option on the keypad, there was some dumb beaurucratic rule that said employees can’t take tips.
Not relevant, though. The gesture would have been appreciated anyway.
Jack, I’m sorry. It sounds like a pretty shitty day. With genuine good intent, I send you a hug and wish you a better day tomorrow.
Jack, dont sweat it. From your description and maybe I’m wrong, but that woman probably owned the franchise.
I am a generous tipper, having worked for tips when I was younger.
But I dont tip owners. Nor is there any protocol to do so.
Keep raising the minimum hourly rate though…
Not impossible, but unlikely. More likely, there were either only three or four employees scheduled or there were more scheduled and multiple employees called in. I worked in fast food for many years while I was in college. Granted, this was a long time ago, but I doubt much has changed significantly. The employees who showed up ended up doing everything; hence the poor woman having to work multiple stations with one or two employees in the kitchen making the food. Likely, she was taking all of the heat from customers through no fault of her own.
No tips allowed at my first fast-food job, and I know of more than one grocery chain where they would fire clerks if they had accepted a tip. I imagine before this policy, bagging clerks would stumble over each other once a known generous tipper had chosen a checkout lane.
I think the best lesson here is realizing that other humans are also swamped and falling behind. You’re not alone, Jack, and we appreciate the morsels of ethical perspectives you prepare for us daily.
Maybe this will help you get past the endless phone menu labyrinths all companies use today: https://gethuman.com/
Thanks, I’ll try that one next time. Though it failed the acid test: Scribd.
I’m surprised they didn’t close the sit down portion of the restaurant. I’ve had local fast food places do that more than once when short staffed.
In my opinion they SHOULD close the drive thru instead, but they’d have to get cones to block the lane and signage is harder (although I’ve had them not even post a sign before, which is infuriating). It would be a more visible sign that there will be delays, letting the ones in a hurry more easily opt out, and it’s much easier to decide to change your mind and leave if it’s too slow, since you wouldn’t be trapped between cars while waiting. It would also cost them more revenue in the short term though, so I doubt it will become the standard.
Should, but don’t. Some franchise contracts forbid the closing of any part of the restaurant or any delayed opening/early closing (of course, there were exceptions made during the Pandemic). I’ve seen some places close the lobby for dine-in customers and just keep the drive-thru open. If the poor woman was also bagging pick-up orders, they probably didn’t close the lobby. That probably didn’t make any customers who came inside happy either. As I’ve pointed out before, customers take their frustration over lack of staff out on the ones who show up for work.
This is how businesses lose quality, reliable employees as soon as better jobs are available (read: away from the public) leaving only the ones who can’t go anywhere else.