Teenage Employee Surprises Customer At Fast Food Drive Thru

At a Dunkin’ Donuts’ drive through last week a teenager working the window amazed me.

Teenagers today supposedly do not have the work ethic, attitude or focus to contribute to a business.

Well, this one did.

My standard breakfast order is a toasted bagel. And I always order a double chocolate donut as a treat.

After giving my order the young lady informed me through the scratchy speaker that they were out of double chocolate donuts.

At her recommendation I decided on a chocolate glazed (which is a double chocolate without the chocolate frosting on top).

I pulled up to the service window and paid.

BUT, instead of handing me a paper bag with my order, the young lady handed me a double chocolate donut on a napkin.

“I thought you didn’t have any,” I said.

“We don’t! I just made this for you. The frosting is still wet, so I couldn’t put it in a bag,” she replied.

In the moment she and her teammates decided to improvise, found some frosting and made me a double chocolate donut.

She made my day.

In my experience most young workers at Dunkin’ Donuts are typically like most workplace teenagers, disengaged, biding time ‘til a break or the end of their shift.

Not this teenager. Not at this Dunkin’ Donuts.

It was my first visit to this particular Dunkin’ Donuts.

But, I will be going back to see if this was an aberration or an expectation.

Because it was so out of character for the service at most fast food restaurants, I’m going to guess it’s part of the local franchise’s culture.

Something this franchise owner is doing creates a culture where teenage employees think for themselves to do the right thing for customers.

As I wrote last week, the younger generation in the workplace doesn’t have to be a problem.

Neither does the more mature generation.

Yet, the ineffective and contradictory motivation strategies applied in most small business work environments create the potential for both to be problems.

The result is the poor attitudes, low engagement and low productivity the business owners complain about.

If your workplace motivation strategies are just creating more drama and confusion, then…

You could definitely benefit from one of my Revolutionary Leadership Strategy Sessions.

To learn more, and to request one of the 5 free sessions I will be offering for February…

Go to www.RevolutionaryLeadershipCoaching.com/freestrategysession

Talk to you soon!


P.S. – Remember that because of my schedule I can only offer 5 free strategy sessions each month and they’re first come, first served, so request yours now at www.RevolutionaryLeadershipCoaching.com/freestrategysession

2 thoughts on “Teenage Employee Surprises Customer At Fast Food Drive Thru

  1. Daniel Simon says:

    This is amazing! As I worked in the restaurant business for many years, I always do my best to point out to managers when something was done well. Analyzing this from the point of view of franchise culture and individual creative thinking makes this service event stand out. I am a fan of seeing whether the service continues to be superior in other ways. This event, though, is a small effort that goes a long way to surpassing expectations. It’s what I hope we all hope we do in our service to others daily. And, here’s to celebratory donuts in everyone’s day!

  2. Matt says:

    I had a similar experience at a Duncan Donuts in Manassas, VA. The only one in the area that seems to do this. I like a French cruller with chocolate, and they make it for me every time. Of course I only stop in every 6 months (following a dentist visit!!). I believe it has more to do with the leadership at the specific franchise, setting the example for how to deliver customer service. The service has never been offered to me at any other location I have visited, and when I specifically ask, my request has been denied.

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