A friend of mine just started working at the local large BK off the interstate highway and solved the mystery of why so many orders from drive thru are messed up.
Turns out management bonuses are directly related to maintaining drive thru time goals. Probably not so unusual. I wonder how many places have adopted this particular managements method of obtaining those goals. The unwritten rule is, “If what they ordered will take too long then give them whatever is ready and get them away from the window to keep the times down.”
It makes sense I guess from management’s point of view. The goal is to keep the drive times down and keep bonuses up, not to give out the correct orders. People coming in and complaining about getting the wrong food or simply not going there anymore doesn’t affect the bonuses (at least not in the short term).