Would You Like Extra Air On That Sir?

by tpw
42 replies
I just went through the Taco Bell drive-in.

One of these days, I will learn, but I seem rather slow in doing so.

I like cheese... I mean, I really like cheese...

When I go to a restaurant, anything that is served with cheese, I ask for Extra Cheese please...

I saw the Extra Cheese go on the order board at 50 cents...

I drove home, opened my food to eat, and realized that not only did I not get my extra cheese, I probably got less cheese than if I hadn't asked at all...

That is the very reason I hate drive-through restaurants. I am already home by the time I realize that they did not give me everything I paid for.

My point is that I am always willing to pay for extra cheese, if I think I can get it.

What do you offer in your business that you could perhaps offer Extra Cheese on?

For example, if your normal turn-around time is 7 days, you could offer a quicker turn-around time, for a few extra dollars.

The cost of cheese adds up quick... And like Taco Bell, you do not actually have to give anything more than a perceived benefit to get the extra money.
#add-on #air #extra #extra cheese #marketing #sales #sir #upgrades
  • Profile picture of the author CDarklock
    Drive thru: "He said extra cheese."

    Line cook: "Is that regular cheese AND extra cheese, or just extra cheese?"

    Drive thru: "He didn't say."

    Line cook: "Well, regular cheese is two ounces, and extra cheese is an ounce. Do you think he wanted three ounces of cheese, or just one ounce?"

    Drive thru: "I don't like cheese. I can't imagine anyone would want three ounces of cheese."

    Line cook: "Okay, one ounce it is."
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    "The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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  • Profile picture of the author trishworks4u
    I know this doesn't directly answer your question but this is precisely WHY I don't deal with customers/clients/people. I don't have to offer "cheese" or anything of the sort.

    Don't you just hate it when you actually sit there and open the bag, check the order and they look at you like how could you possibly NOT trust them?!?
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    • Profile picture of the author tpw
      Originally Posted by trishworks4u View Post

      Don't you just hate it when you actually sit there and open the bag, check the order and they look at you like how could you possibly NOT trust them?!?

      Belly laugh!!!!


      Paul Myers: 25 Is Not Enough!!
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      • Profile picture of the author CDarklock
        Originally Posted by tpw View Post

        Paul Myers: 25 Is Not Enough!!

        (I'm just going to start following you around with this, Bill.)
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        "The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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        • Profile picture of the author tpw
          Originally Posted by CDarklock View Post

          Originally Posted by tpw View Post

          Paul Myers: 25 Is Not Enough!!

          (I'm just going to start following you around with this, Bill.)

          Well, at least I have learned to play the harmonica and given up playing the harp....
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      • Profile picture of the author Rob Howard
        Originally Posted by tpw View Post

        Belly laugh!!!!


        Paul Myers: 25 Is Not Enough!!
        I gave you a thanks. I'm not sure if it will help though.

        Rob
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        • Profile picture of the author tpw
          Originally Posted by ccmusicman View Post

          I gave you a thanks. I'm not sure if it will help though.

          Rob

          I don't think it will help either, because Paul seems set on this one...

          But if I can keep it in his line of sight, he might just have to wonder if I am right...



          Originally Posted by Michael Oksa View Post

          While I still see the logic in those behaviors, marriage has cured me of them.
          Good puppy dog... :p
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          • Profile picture of the author Rob Howard
            Originally Posted by tpw View Post

            I don't think it will help either, because Paul seems set on this one...

            But if I can keep it in his line of sight, he might just have to wonder if I am right...
            It's like the kid who screams the loudest gets the biggest toy or something.

            Rob
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            • Profile picture of the author tpw
              Originally Posted by ccmusicman View Post

              When I worked at McDonalds, we were instructed to tell customers we would call the cops if they didn't pull forward.

              True story!

              Rob
              LOL... I would tell them to call the cops...

              As slow as the cops move, getting out of the booth at the donut shop and across town to the McDonald's, they would have to determine if it was right to make the other customers in line wait the extra half hour, or just give me my damn burger when they had finally done it right....


              Originally Posted by ccmusicman View Post

              It's like the kid who screams the loudest gets the biggest toy or something.

              Rob

              Dan right!!!
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    • Profile picture of the author CDarklock
      Originally Posted by trishworks4u View Post

      Don't you just hate it when you actually sit there and open the bag, check the order and they look at you like how could you possibly NOT trust them?!?
      Nah, because I just love it when I hand back the order they borked up and say "I said X."

      Especially when they say "Can you pull forward?" and I say "No."

      They always try to convince me. Somehow, the guy behind me having to wait until I get my food is an intolerable problem. But I've been waiting longer than he has. Why isn't my problem intolerable?
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      "The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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      • Profile picture of the author Michael Oksa
        Originally Posted by CDarklock View Post

        Nah, because I just love it when I hand back the order they borked up and say "I said X."

        Especially when they say "Can you pull forward?" and I say "No."

        They always try to convince me. Somehow, the guy behind me having to wait until I get my food is an intolerable problem. But I've been waiting longer than he has. Why isn't my problem intolerable?
        Didn't you know, you're supposed to be a good little sheep and do what the nice person behind the glass tells you to do?



        I used to do that, too. But now I just pull up. Why? Because it's going to take just as long for them to recook a burger whether I'm at the window or not, and why should their ineptitude ruin MY day AND the day of the guy behind me?

        Oh, and I also used to never take my tray up to the garbage when I ate inside. I figured I'm going out to eat for the convenience, and that includes me not having to clean up after myself. While I still see the logic in those behaviors, marriage has cured me of them.

        All the best,
        Michael
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        • Profile picture of the author CDarklock
          Originally Posted by Michael Oksa View Post

          why should their ineptitude ruin MY day AND the day of the guy behind me?
          Because if TWO customers are upset, then fixing the problem is twice as important. It's simple economics.
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          "The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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          • Profile picture of the author Michael Oksa
            Originally Posted by CDarklock View Post

            Because if TWO customers are upset, then fixing the problem is twice as important. It's simple economics.
            I understand that, but they don't know how upset the second person will be until after the fact. You may get satisfaction, but only at the expense of irritating the guy behind you.

            And, it may make it twice as important, but that doesn't mean it will fix the problem twice as fast.

            All the best,
            Michael
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            • Profile picture of the author Dennis Gaskill
              Originally Posted by CDarklock View Post

              Nah, because I just love it when I hand back the order they borked up and say "I said X."

              Especially when they say "Can you pull forward?" and I say "No."

              They always try to convince me. Somehow, the guy behind me having to wait until I get my food is an intolerable problem. But I've been waiting longer than he has. Why isn't my problem intolerable?
              I understand your reasoning, but I never give people preparing my food a hard time. You never know what may find its way into your sandwich.
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              • Profile picture of the author tpw
                Originally Posted by Dennis Gaskill View Post

                I understand your reasoning, but I never give people preparing my food a hard time. You never know what may find its way into your sandwich.

                I am sure that Caliban has eaten other things that he wishes he didn't eat, but only discovered after the fact...

                Take for example New Year's Eve... He woke up, went to feed the goldfish, and it was missing...

                The Goldfish Cracker box was sitting empty, on the table next to the fish tank...

                The first words out of his mouth were, "Was I that drunk?"
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            • Profile picture of the author CDarklock
              Originally Posted by Michael Oksa View Post

              And, it may make it twice as important, but that doesn't mean it will fix the problem twice as fast.
              That depends on whether you think the problem is having to wait for this order, or having to wait for future orders.

              If everyone waiting for corrections to their order refused to let the line move, I'm betting most establishments would rapidly discover all kinds of ways to get your order right the first time.
              Signature
              "The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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              • Profile picture of the author Michael Oksa
                Originally Posted by CDarklock View Post

                That depends on whether you think the problem is having to wait for this order, or having to wait for future orders.

                If everyone waiting for corrections to their order refused to let the line move, I'm betting most establishments would rapidly discover all kinds of ways to get your order right the first time.
                I see it as whether or not you think the problem is ONLY your order, and not that of the other people that are there.

                In theory, maybe, but let's face it, it would only add extra pressure that would lead to MORE screw ups, not fewer. OR, they would just learn how to better deal with people who had to wait in line. Maybe they would be taught to say, "Hey, don't blame me. Blame the guy who refused to let you order when I was ready to take your order." Just a thought.

                Seriously, refusing to let somebody else order when they could is nothing but thinly justified passive-aggressive behavior that makes you feel better, and really doesn't decrease how long you have to wait for the problem to be solved.

                HOWEVER, I do wonder what would happen if people started asking for REFUNDS on messed up orders? THAT may actually work.

                Anyway...I tried to make this more about marketing with my first response above, but that's the beauty of the forum; you never know which way things will turn.

                All the best,
                Michael
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                • Profile picture of the author tpw
                  Originally Posted by Michael Oksa View Post

                  Anyway...I tried to make this more about marketing with my first response above, but that's the beauty of the forum; you never know which way things will turn.

                  All the best,
                  Michael

                  As Tiger is fond of saying, "Drift happens..."
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                • Profile picture of the author Rob Howard
                  Originally Posted by Michael Oksa View Post


                  HOWEVER, I do wonder what would happen if people started asking for REFUNDS on messed up orders? THAT may actually work.
                  Actually, at my store that did work...if we had the right manager on duty who knew what they were doing.

                  If a person drove around and came in with their receipt, they would get their money back and the proper food.

                  Then the cooks got yelled at.

                  To be honest, we did have idiots working in the grill...

                  Rob
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                • Profile picture of the author CDarklock
                  Originally Posted by Michael Oksa View Post

                  Seriously, refusing to let somebody else order when they could is nothing but thinly justified passive-aggressive behavior
                  Michael, this is a drive-thru.

                  The guy behind me has already ordered. His order is already being prepared. It will still not be ready when he gets to the window. He will probably not get his order any faster if I pull forward.

                  The two main effects I am producing are that I make the drive-thru attendant uncomfortable, and nobody needs to run my order across the parking lot. Both of these are, in my opinion, positive effects.
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                  "The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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                  • Profile picture of the author Michael Oksa
                    Originally Posted by CDarklock View Post

                    Michael, this is a drive-thru.

                    The guy behind me has already ordered. His order is already being prepared. It will still not be ready when he gets to the window. He will probably not get his order any faster if I pull forward.

                    The two main effects I am producing are that I make the drive-thru attendant uncomfortable, and nobody needs to run my order across the parking lot. Both of these are, in my opinion, positive effects.
                    How is making the drive-thru attendant uncomfortable a positive effect? It will only add to their stress, and also to the likelihood that they will mess up MORE orders.

                    ~Michael
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                    • Profile picture of the author CDarklock
                      Originally Posted by Michael Oksa View Post

                      How is making the drive-thru attendant uncomfortable a positive effect?
                      Stupidity should be painful.
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                      "The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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                      • Profile picture of the author Colin Palfrey
                        Originally Posted by CDarklock View Post

                        Stupidity should be painful.
                        Exactly!

                        Every time I go through the drive-through near me, there is war!

                        They never put the dip in the bag, and clearly I have paid for the dip. The dip is then mine and not giving me said dip is very unwise.

                        I have not received the paid for dip so far in all my visits, which are unhealthily frequent.

                        I have begged, pleaded, threatened, but unless I physically refuse to move my car until I have checked the bag, demonstrated a complete absence of dip to the person at the window, and freaked out...there will be no dip!

                        I have gone back in the shop several times and had a rant at the thieving, dip pocketing manager. Nothing works but holding your ground and refusing to budge until you have assessed in which way they have conned you, then demanding your paid for dip.

                        The marketing lesson here is simple:
                        If they have paid for the dip, give them the damn dip, or expect an enraged hippy to come flying through your window throwing cheesy melts!
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                        • Profile picture of the author JohnMcCabe
                          Originally Posted by CDarklock View Post

                          Nah, because I just love it when I hand back the order they borked up and say "I said X."

                          Especially when they say "Can you pull forward?" and I say "No."

                          They always try to convince me. Somehow, the guy behind me having to wait until I get my food is an intolerable problem. But I've been waiting longer than he has. Why isn't my problem intolerable?
                          Because your problem doesn't really affect the drive-through clerk's job rating, while making the guy behind you wait an extra minute or two does. They're graded on the average time per order, not on getting orders correct on the first try.

                          Besides, the guy is probably just trying to make enough money to get back to doing IM full time...:rolleyes:
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    • Profile picture of the author ericbo
      Originally Posted by trishworks4u View Post

      Don't you just hate it when you actually sit there and open the bag, check the order and they look at you like how could you possibly NOT trust them?!?
      Its better than getting home and being disappointed I guess!
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  • Profile picture of the author Michael Oksa
    When I used to work at Taco Bell in 1990 (!), we gave two extra pumps on the cheese dispenser for extra cheese. It took maybe 2 or 3 seconds, and cost 25 cents.

    My point is that the "extra cheese" we offer doesn't even to take that long, it just needs to add value for the customer that always wants it. And the beauty of delivering things digitally is that, in a lot of cases, we only have to do the two extra pumps once, then save a copy for everybody else.

    Just for fun...

    Let's say it took 5 seconds to add extra cheese @ 25 cents per serving. Now that would be 12 orders per minute, or $3. There are 60 minutes per hour so that'd be $180 per hour, or $4,320 a day, or $1,576,800 per year just on cheese. AND, that's at 1990's pricing, for 2011 it would work out to $3,153,600.

    Sure, there are a lot of assumptions, and that's gross income from the cheese revenues, but I bet once you factor in the all sales globally, Taco Bell may just make a spicy $3,000,000 per annum on extra cheese alone.

    Talk about "food for thought".

    All the best,
    Michael
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  • Profile picture of the author Rob Howard
    Man - I hear you.

    I have never ordered a meal at McDonalds in drive through after 10 PM and actually gotten what I wanted.

    Damn Inept people...oh wait - there is a marketing message here. I must of missed it because I didn't read the whole thing.

    Rob
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  • Profile picture of the author Rob Howard
    When I worked at McDonalds, we were instructed to tell customers we would call the cops if they didn't pull forward.

    True story!

    Rob
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  • Profile picture of the author Rod Cortez
    ....which is why I go to In-N-Out Burger instead, I always get my extra cheese there! lol

    RoD
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  • Profile picture of the author John Romaine
    ALWAYS check your order before you pull out!
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    • Profile picture of the author tpw
      Originally Posted by ramone_johnny View Post

      ALWAYS check your order before you pull out!

      Yes, I should.... But I did not want to unwrap my burrito to see...

      I blame myself really, for letting them do it to me...
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    • Profile picture of the author CDarklock
      Originally Posted by ramone_johnny View Post

      ALWAYS check your order before you pull out!
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      "The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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  • Profile picture of the author Gary King
    mmmm.... cheeeeese.
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  • Profile picture of the author mikemcmillan
    Bill,
    I have three comments, two of which are serious. You can figure out which two.

    First, I read your "Original Content Penalty" thingie a while back. That, sir, is classic IM humor! Well done.

    Second, you wrote above...
    The cost of cheese adds up quick... And like Taco Bell, you do not actually have to give anything more than a perceived benefit to get the extra money.

    There IS NO absolute value in anything, only perceived value. Perception is reality. But your point is excellent and well taken.

    And third, I understand your cheese thingie. I, myself, am president of the 'gimme extra cheese' club. To wit, here is a photo I shot less than 5 minutes ago of one one my home-made, fresh out of the oven, super-sized extra cheese pizzas.




    Bill, Who's your buddy now?
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    • Profile picture of the author tpw
      Originally Posted by mikemcmillan View Post

      Bill,
      I have three comments, two of which are serious. You can figure out which two.

      First, I read your "Original Content Penalty" thingie a while back. That, sir, is classic IM humor! Well done.

      Second, you wrote above...
      The cost of cheese adds up quick... And like Taco Bell, you do not actually have to give anything more than a perceived benefit to get the extra money.

      There IS NO absolute value in anything, only perceived value. Perception is reality. But your point is excellent and well taken.

      And third, I understand your cheese thingie. I, myself, am president of the 'gimme extra cheese' club. To wit, here is a photo I shot less than 5 minutes ago of one one my home-made, fresh out of the oven, super-sized extra cheese pizzas.




      Bill, Who's your buddy now?
      Thank you...

      Mike: YOU are my buddy... Can you fax me a piece of that pizza? It looks so tasty....


      p.s. For anyone who missed the Original Content Penalty announcement, click here.
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    • Profile picture of the author CMCarlin
      I like Caliban's style of thinking and agree with him. If enough people have to wait, the companies will figure out how NOT to screw up an order on the 1st try.

      However, I've ALWAYS sheepishly pulled up, because I don't like spit in my food.

      Oh, and I've learned to always ask for the dip at the window - 1) I won't get charged for it (unless the person there is having a bad day. really? an extra 20 cents? ok...) 2) They won't forget it because I am right there staring at them.
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      • Profile picture of the author tpw
        Originally Posted by CMCarlin View Post

        However, I've ALWAYS sheepishly pulled up, because I don't like spit in my food.

        If they will spit in your food because they are mad at you, they will also spit in it, just cause it seemed like the thing to do at the time....

        Think about that as you say, baaa. baaa....
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