Starbucks Baristas: The daily grind
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help needed from dto/dtr doubling pros (self.starbucksbaristas)
submitted by slimeoao
Do you guys have any general tips on how to efficiently keep times fairly down while doubling at drive-thru? For some context we are high-volume, and I work opening shifts to lunch rush.
I seem to be struggling. I will singlehandedly toss our a sub-45 second as soon as I cover for either some ones' break or just short staffed in general (go figure). I was not usually on these positions until recently but now, I have a newfound respect for anyone that can double without stressing out. It is a nightmare for me. I'm sure I'll get used to it over time but any advice to help me get the hang of it sooner will be really appreciated.
Edit: thank you all for your help. Honestly much appreciated and I know it will help a lot. I love u all.
I seem to be struggling. I will singlehandedly toss our a sub-45 second as soon as I cover for either some ones' break or just short staffed in general (go figure). I was not usually on these positions until recently but now, I have a newfound respect for anyone that can double without stressing out. It is a nightmare for me. I'm sure I'll get used to it over time but any advice to help me get the hang of it sooner will be really appreciated.
Edit: thank you all for your help. Honestly much appreciated and I know it will help a lot. I love u all.
purplebootyeater 13 points 1y ago
prioritize people at the window over people at the box since the otw time is what really counts.
while helping window customers, if you get a ding simply say “i’ll be with you in just a moment” or something along those lines. then take their order after you’re finished at the window, and while taking the order put together the next customers as they pull up.
if you’re good at multitask listening, you can even take the payment of the customer at the window while you listen to the order of the person at the box.
godspeed!
while helping window customers, if you get a ding simply say “i’ll be with you in just a moment” or something along those lines. then take their order after you’re finished at the window, and while taking the order put together the next customers as they pull up.
if you’re good at multitask listening, you can even take the payment of the customer at the window while you listen to the order of the person at the box.
godspeed!
slimeoao [OP] 6 points 1y ago
Definitely gonna keep that in mind for prioritizing the window first.
I try to do the "ill be with you in a moment" thing as much as I can but I feel I'm taking awhile. Of course, I'll try harder at that.
I'll try the multitasking listening part, I feel like that might fix my efficiency issue.
Thanks you!
I try to do the "ill be with you in a moment" thing as much as I can but I feel I'm taking awhile. Of course, I'll try harder at that.
I'll try the multitasking listening part, I feel like that might fix my efficiency issue.
Thanks you!
emmakatherine73 4 points 1y ago
i also just became really good at 2 conversations at once lol. talking to the window and box at the same time. cashing out an order and packing it up or just handing it out all while taking an order. it saves a ton of time
persona-2 7 points 1y ago
Gimme some context on why your times are high.
Are you waiting on food/drinks?
Are you warming plus DTO/DTR?
Does your warming have a second position like front?
Do you frequently put cars on hold?
Are you assigned a DTO support?
What’s your thoughts on what’s going weird?
Are you waiting on food/drinks?
Are you warming plus DTO/DTR?
Does your warming have a second position like front?
Do you frequently put cars on hold?
Are you assigned a DTO support?
What’s your thoughts on what’s going weird?
slimeoao [OP] 1 points 1y ago
The drinks come out faster than I can get them out
Very rarely I'd have to DTO/DTR and warm. Warming typically is solo position unless really understaffed.
Yes I put cars on hold often and for quite some time in my opinion.
No dto support sadly.
My thoughts are just that I'm really slow in general compared to everything else. Maybe lack of experience. I'm not really sure there but that would be my best guess.
Thanks for the reply!
Very rarely I'd have to DTO/DTR and warm. Warming typically is solo position unless really understaffed.
Yes I put cars on hold often and for quite some time in my opinion.
No dto support sadly.
My thoughts are just that I'm really slow in general compared to everything else. Maybe lack of experience. I'm not really sure there but that would be my best guess.
Thanks for the reply!
persona-2 6 points 1y ago
So cars on hold is the big hold up.
You have to somehow do half of both - window and car your taking the order for.
Are you maintaining a stack during this? If so the answer is finish a window, take an order, finish a window, take an order, repeat.
The hard part of right out of peak when it’s still busy, but you lose the stack.
If I have an order on my counter and a car just pulling up I do both. I put the car pulling up on a super brief hold (hello. I will be right with you) turn to the window, hand out a drink, and start payment (scan app or take card), unpause car (what can I get started for you?), hit button on headset to turn off, turn to window hand out next item, type in order for car ordering + what else can we for you?, hit button to turn off, hand back card + straws to window, wish them a good day while starting to type in second item for car at box, see if car at box wants anything else while next car pulls to window, finish at order box. And repeat. It’s not perfect - if the window asks a question I’ll have to tell the box I missed their drink and can they please repeat it.
It’s a delicate balancing game that gets easier with time. If your have generally supportive partners and your bar is cars ahead of you asking your bar to take an order is generally okay. Like if I’m teaching grandma how to reload the app at the window and my drive bar is out of drinks to make they will take the next order themselves.
And I just apologize to my window. I will mouth sorry at them as I start the next order. Most people get it and appreciate it keeps the line moving.
You have to somehow do half of both - window and car your taking the order for.
Are you maintaining a stack during this? If so the answer is finish a window, take an order, finish a window, take an order, repeat.
The hard part of right out of peak when it’s still busy, but you lose the stack.
If I have an order on my counter and a car just pulling up I do both. I put the car pulling up on a super brief hold (hello. I will be right with you) turn to the window, hand out a drink, and start payment (scan app or take card), unpause car (what can I get started for you?), hit button on headset to turn off, turn to window hand out next item, type in order for car ordering + what else can we for you?, hit button to turn off, hand back card + straws to window, wish them a good day while starting to type in second item for car at box, see if car at box wants anything else while next car pulls to window, finish at order box. And repeat. It’s not perfect - if the window asks a question I’ll have to tell the box I missed their drink and can they please repeat it.
It’s a delicate balancing game that gets easier with time. If your have generally supportive partners and your bar is cars ahead of you asking your bar to take an order is generally okay. Like if I’m teaching grandma how to reload the app at the window and my drive bar is out of drinks to make they will take the next order themselves.
And I just apologize to my window. I will mouth sorry at them as I start the next order. Most people get it and appreciate it keeps the line moving.
slimeoao [OP] 2 points 1y ago
I think this may have hit the nail on the head with my problem. The scenario you laid out might just be the process I need to follow. I completely agree with getting easier with time and thankfully my partners are supportive so they are understanding and will step into help occasionally. Will 100% keep the balancing part in mind, really good way to put it. I've always thought to focus too much on one or the other. Now that I think about it, it might be the source of my problem. Thank you for taking the time to explain this out!
hollsberry 5 points 1y ago
Ngl that’s a sign that you need to slow down a bit at the box. The bottle neck is located at the dto box taking orders faster than they can go out. We are only timed for window times, not order box. I really disagree with the advice to take as many orders at the box as possible because going too fast at dto causes order accuracy problems and slows down drive times when shit needs to be confirmed, remade, or returned. The trick is to pace yourself at the box and focus on the metric we get scored on- window times!!! Slowing down at dto gives the bar partner time to make the orders before it creates a bottle neck on bar
slimeoao [OP] 2 points 1y ago
Just saw your other comment as well, I think you are right about the bottle neck. But yeah I completely agree. I gotta get these cars out the window as soon as possible. Also, for sure taking your advice on slowing down at box even when I'm not double DTing and only DTO. I'm sure my drive bar will appreciate it. Thank you.
persona-2 2 points 1y ago
Slowing down at the box gives your bar less time to make drinks. Let’s assume you have a 5 car stack and the goal is 45 second window times.
If I am quick at the box and keep 5 cars in my stack at all points my bar has 45 seconds per car x 5 cars to make drinks which is 3 minutes and 45 seconds. Lots of time. Some cars will be quick orders some won’t, but it will average out with my bar always having time.
Let’s say I have 3 cars of drinks on my counter and I push all 3 through the window. I now have no stack. This means that first car whose order I take again I am only giving my bar 45 seconds to make it and get it out the window. 1 minute 30 for the second. 2 minutes 15 seconds for the third. If I get a big order I have put my bar in a position where it’s literally impossible for her to make drinks fast enough.
Same goes for food. If I give my warming partner just 45 seconds and they order a grilled cheese I could have the faster warming partner ever, but the oven still takes longer.
It’s hard to think of it this way, but it truly works better if you are busy.
It doesn’t work the same when you are super slow and never can get more then 1-2 cars in a stack going.
If I am quick at the box and keep 5 cars in my stack at all points my bar has 45 seconds per car x 5 cars to make drinks which is 3 minutes and 45 seconds. Lots of time. Some cars will be quick orders some won’t, but it will average out with my bar always having time.
Let’s say I have 3 cars of drinks on my counter and I push all 3 through the window. I now have no stack. This means that first car whose order I take again I am only giving my bar 45 seconds to make it and get it out the window. 1 minute 30 for the second. 2 minutes 15 seconds for the third. If I get a big order I have put my bar in a position where it’s literally impossible for her to make drinks fast enough.
Same goes for food. If I give my warming partner just 45 seconds and they order a grilled cheese I could have the faster warming partner ever, but the oven still takes longer.
It’s hard to think of it this way, but it truly works better if you are busy.
It doesn’t work the same when you are super slow and never can get more then 1-2 cars in a stack going.
hollsberry 1 points 1y ago
Ofc! You can DM me if you ever have more questions! We can only work as fast as we can but it's okay and healthy to pace ourselves!!! Long term it keeps the wait times down too!
Mediocre_Study8460 5 points 1y ago
Ask for food first “thank you for choosing starbucks, can i get you started with some breakfast/lunch today?” Repeat orders as they order them and then after you finish taking the order you want them to be at the speaker box for at least half as long as it takes to make the item. STALL, “let me make sure i have that” if you know it has a longer time on the oven at least wait til the warming partner has it in the oven to confirm. Be personable while taking the order. Lastly, ask for names, and if you cant hear them either ask them to spell or say thank you and your total is X
Mediocre_Study8460 3 points 1y ago
Also if you’re doing both take orders while ringing people up, its SO HARD, but its a good skill to have. Learning to turn the headset on and off while talking to two people. Its super difficult at first but if you find a script to work with at the window usually that helps a ton. Also the person at the window should know you’re taking orders too if they see you putting in orders, and be honest with the customer at the box too if you ask them to repeat things because someone asked you something at the window “im sorry i was helping someone at the window, could you repeat that one more time?”
hollsberry 5 points 1y ago
Take longer at the box than at the window like others said. Do you have to get your own food or make drinks or just DTO and window? Makes a difference.
At the box, I ask them hot or iced, size, quantity, if they want food asap, then connect to stall a bit to slow the partners to get the order started, then ask them if they want straws, drink tray, condiments, etc so I don’t have to at the window.
As soon as you hear the ding, give them an intro “thank you for choosing Starbucks! I will be with you in one moment” then after you help window say “u appreciate your patience! What Dan I get started for you?” Just as an example
At the box, I ask them hot or iced, size, quantity, if they want food asap, then connect to stall a bit to slow the partners to get the order started, then ask them if they want straws, drink tray, condiments, etc so I don’t have to at the window.
As soon as you hear the ding, give them an intro “thank you for choosing Starbucks! I will be with you in one moment” then after you help window say “u appreciate your patience! What Dan I get started for you?” Just as an example
star_pants 4 points 1y ago
You get into a good rhythm for it and it smooths things out a lot, and not being afraid to tell people you'll be with them in just a moment helps.
My normal routine is to:
\-Greet at the speakerbox and start the order
\-While the person is at the speakerbox greet the person in the window and tell them their total, take cash/card, give change.
\-Plug in and confirm that I heard the order at the speakerbox right while handing out items for person at window.
\-Finish transaction at window/finish order at speakerbox.
\-Both people move ahead and routine starts over again.
Usually I only have to say I'll be with someone in a moment if someone has questions or pays with a lot of change. It's a lot of turning the headset on and off again but so far I haven't had any issues and usually customers can tell that I'm doing a lot of multitasking so as long as I keep moving and have a good attitude about it they usually do too.
My normal routine is to:
\-Greet at the speakerbox and start the order
\-While the person is at the speakerbox greet the person in the window and tell them their total, take cash/card, give change.
\-Plug in and confirm that I heard the order at the speakerbox right while handing out items for person at window.
\-Finish transaction at window/finish order at speakerbox.
\-Both people move ahead and routine starts over again.
Usually I only have to say I'll be with someone in a moment if someone has questions or pays with a lot of change. It's a lot of turning the headset on and off again but so far I haven't had any issues and usually customers can tell that I'm doing a lot of multitasking so as long as I keep moving and have a good attitude about it they usually do too.
Petty_Pentagon606 3 points 1y ago
If I’m helping someone out at the window and a person comes up I just start off by saying hi how are you and that give you a bit to help the customer at the window and the person at the box will respond and or start ordering buying you time from talking as long as you can listen.
wolfydoe 3 points 1y ago
I've been doing it for every shift a year straight, I found if you don't cash out the person right away, take as many orders as you can until the line is full. Then start cashing everyone out but as soon as that car moves up ask them to wait before taking their order so you can cash everyone out. Our drive thru holds 6 cars before they go past the speaker so I focus on taking all 6 or as many as I can. Also don't be afraid to ask the customers to wait so you can finish cashing out and clearing the line before restarting the process. It's hell, I kinda dissociate but I've gotten the times down to 45 seconds. No customer connections, pay and give em all their stuff as fast as you can
slimeoao [OP] 2 points 1y ago
I think I understand what you mean. It's kinda like grouping the queue of cars. And I understand the dissociating part but you do what you need to do. Same with the customer connections, gotta make the sacrifices for the times.
45 second doubling is insane. Good stuff and great advice thank you. I'll try to incorporate it. We can fit roughly 6 cars as well, so might be a really good idea.
45 second doubling is insane. Good stuff and great advice thank you. I'll try to incorporate it. We can fit roughly 6 cars as well, so might be a really good idea.
FairProfessional0 2 points 1y ago
When I was new, I would get thrown onto solo drive-thru a lot. I had to develop survival strategies.
**1. Have a routine -** Find a routine that works for you when it comes to switching between the positions, and stick to it. For me, it’s take the DTO order; take the next DTO (if there is one) while the first person pulls up; take the first person at DTR (and ask the next DTO to wait if they’ve shown up in that time); take the next DTO; take the next DTR; take the next DTO; take the next DTR… until all the cars are gone.
**2. Have a script so you can be efficient and not get yelled at as much by customers -** I have a script for all DTO orders and all DTR transactions, but also for all the situations I tend to come across when I’m solo drive-thru. I say, “Hi! Welcome to Starbucks. Will you give me a moment please?” if I need to put a DTO on hold to handle a DTR transaction. Then I say “Thank you so much for your patience, what can I get for you?” when I’m ready for them. If I’m taking a DTO and someone pulls up to the window, I turn my mic off for a second and shout over to them, “Hi! I’ll be with you in just a moment!” with a friendly smile so that they know they aren’t being ignored. If a customer at the window is just waiting for drinks and someone pulls up to order, I’ll say at the window, “I’ll be back with those drinks for you!” or “I have to take this order, I’ll be right back!” and take the DTO order until everything is ready to be handed out. These scripts have saved me from customers getting impatient or upset, and I don’t have to use as much brain power with each person because I already know what I’m going to say.
**3. Ask for help when you need it -** Pretty self-explanatory. Sometimes you just can’t take the DTO order if you’re dealing with an upset or talkative customer at the window. That’s when you ask on the headset for a coworker to take the order. Everyone should be willing to help each other out if they’re able to.
Hopefully some of this helps! Solo drive-thru can be pretty stressful, especially when you aren’t used to it.
**1. Have a routine -** Find a routine that works for you when it comes to switching between the positions, and stick to it. For me, it’s take the DTO order; take the next DTO (if there is one) while the first person pulls up; take the first person at DTR (and ask the next DTO to wait if they’ve shown up in that time); take the next DTO; take the next DTR; take the next DTO; take the next DTR… until all the cars are gone.
**2. Have a script so you can be efficient and not get yelled at as much by customers -** I have a script for all DTO orders and all DTR transactions, but also for all the situations I tend to come across when I’m solo drive-thru. I say, “Hi! Welcome to Starbucks. Will you give me a moment please?” if I need to put a DTO on hold to handle a DTR transaction. Then I say “Thank you so much for your patience, what can I get for you?” when I’m ready for them. If I’m taking a DTO and someone pulls up to the window, I turn my mic off for a second and shout over to them, “Hi! I’ll be with you in just a moment!” with a friendly smile so that they know they aren’t being ignored. If a customer at the window is just waiting for drinks and someone pulls up to order, I’ll say at the window, “I’ll be back with those drinks for you!” or “I have to take this order, I’ll be right back!” and take the DTO order until everything is ready to be handed out. These scripts have saved me from customers getting impatient or upset, and I don’t have to use as much brain power with each person because I already know what I’m going to say.
**3. Ask for help when you need it -** Pretty self-explanatory. Sometimes you just can’t take the DTO order if you’re dealing with an upset or talkative customer at the window. That’s when you ask on the headset for a coworker to take the order. Everyone should be willing to help each other out if they’re able to.
Hopefully some of this helps! Solo drive-thru can be pretty stressful, especially when you aren’t used to it.
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