14 Secrets of Costco Employees

Justin Sullivan, Getty Images
Justin Sullivan, Getty Images

Costco has become something of a unicorn in the brick-and-mortar industry. While employees at other chains express concerns over low wages and questionable management choices, the 200,000-plus ground troops at Costco’s massive shopping centers rave about generous pay ($13 to $22.50 hourly, depending on seniority), comprehensive benefits, and pension plans. After one year of employment, the turnover rate is only 6 percent, compared to an average of 16 percent across the retail industry. Not having to incur costs of training replacements is just one reason the company keeps prices low.

It’s no secret that Costco employees are a relatively happy bunch. But we wanted a little more information, so we’ve asked several current Costco workers about everything from pet peeves to nail polish bans to revoking memberships. (All requested we use only their first names to preserve anonymity.) Here’s what they had to tell us about life in the pallets.

1. WORKING THERE IS BETTER THAN GOING TO THE GYM.

Turns out that navigating a warehouse full of goods stacked to the ceiling is kind of like getting an all-day gym pass. “I walk about five to eight miles a day on average, and that's all within the confines of the store,” says Rachael, a Costco employee in Colorado. “When you see pallets stacked with 50-pound bags of flour or sugar or dog food or cat litter, a lot of that stuff had to be stacked by hand by employees before the store opens. Ditto for those giant stacks of shoes and bottles of salsa or five-gallon jugs of cooking oil. It's a lot of hard work.”

2. THEY CAN DO THEIR SHOPPING AFTER HOURS.

Costco shopping carts are arranged together
Brendan Smialowski, Getty Images

While employees typically don’t get shopping discounts, they have something that’s arguably better: the opportunity to shop in a near-empty store. “You can shop after hours, and a lot of employees do that,” says Kathleen, a Costco employee in Washington state. “You just bring your cart to the front register.” The store will keep the member service counter open so workers can check out after other registers have closed.

3. THE GENEROUS RETURN POLICY CAN GET MESSY.

Costco infamously places very few restrictions on returns. Most anything purchased there can be brought back for a refund as part of the company’s overall emphasis on exceptional customer service. Naturally, some members are willing to abuse the privilege. “Members return couches that are over five years old, and interestingly enough, they still have the receipt,” Rachael says. “My guess is that they buy that couch with the intention of returning it someday, so they tape the receipt to the bottom of the couch so they don't lose it. Then, when they've worn it out and want something new, they bring it back and get a full refund.”

Rachael has also seen a member return a freezer that was allegedly no longer working. The store refunded both the cost of the appliance and the spoiled meat inside. “The meat smelled like death,” she says.

4. THEY CAN ALSO TELL WHEN YOU’RE A SERIAL RETURNER.

A shopper at Costco looks at the computer display
Tim Boyle, Getty Images

Costco purchase records typically date back 10 years or so, but employees working the return counter don’t always need to reference your account to know that you're making a habit of getting refunds. “When someone comes in to return something without a receipt and they go, ‘Oh, you can look it up on my account,’ that’s a tell,” says Thomas, an employee in California. “It tells me you return so much stuff that you know what we can find on the computer.”

5. THERE’S A CONVENIENCE STORE-WITHIN-A-STORE.

While employees are generally allowed to eat their lunch or dinner meals in the food court, not all of them are crazy about pizza and hot dogs as part of their daily diet. Many opt for the employee break room, which—in some warehouse locations—looks more like a highway rest stop. Rows of vending machines offer fresh meals, snacks, and sodas, along with a complete kitchen for preparing food brought from home. “[It’s a] relatively new addition that is being implemented at more warehouses,” says Steve, an employee in California. “It's basically like a gas station's convenience store, with both frozen and fresh meals and snacks. The only difference is the prices are more reasonable.”

6. THERE’S A GOOD REASON THERE ISN’T AN EXPRESS CHECKOUT LANE.

A Costco shopper goes through the checkout lane
Joe Raedle, Getty Images

Walk into a Costco and you’ll probably notice an employee with a click counter taking inventory of incoming members. According to Rachael, that head count gets relayed to the supervisor in charge of opening registers. “They know that for a certain amount of people entering the store, within a certain amount of time, there should be a certain amount of registers open to accommodate those shoppers who are ready to check out,” she says. If there aren’t enough cashiers on hand, the supervisor can pull from other departments: Most employees are “cross-trained” to help out when areas are understaffed.

7. THERE’S A METHOD TO THE RECEIPT CHECK.

Customers sometimes feel offended when they’re met at the exit by an employee scanning their receipt, but it’s all in an effort to mitigate loss prevention and keep prices low. “We’re looking for items on the bottom of the cart, big items like TVs, or alcohol,” Thomas says. Typically, the value of these items might make it worth the risk for a customer who's trying to shoplift—and they're worth the double-check.

8. THEY TAKE SAFE FOOD HANDLING TO A NEW LEVEL ...

A Costco employee works in food preparation
Justin Sullivan, Getty Images

At Costco, employees are expected to exercise extreme caution when preparing and serving hot dogs, pizza, chicken and other food to members. “If an employee forgets to remove their apron before exiting the department, they must remove that apron, toss it into the hamper, and put on a fresh apron because now it's contaminated,” Rachael says. “Or, let's say a member asks for a slice of cheese pizza. We place that piece onto a plate, with tongs, of course, then place the plate onto the counter. If the member says, ‘Oh darn, I've changed my mind, I'd rather have pepperoni pizza,’ then we have to toss the pizza that they didn't want into the trash. Once it hits the counter, it can't come back.” Some store protocols even prohibit employees from wearing nail polish in food prep areas—it could chip and get into the food.

9. ... BUT WORKING AT THE FOOD COURT CAN PREPARE THEM FOR ANYTHING.

Costco employees who find themselves behind the counter at the chain’s food court say it's one of the few less-than-pleasant experiences of working there. For some members, the dynamic of waiting on food and peering over a service counter can make them forget their manners. “Usually members are rude when they are waiting on their pizza during a busy time,” Steve says. “If an employee can excel in the food court, any other position in the warehouse is pretty easy by comparison.”

10. THEY GET FREE TURKEYS.

Costco’s generous wages and benefits keep employment applications stacked high. What people don’t realize, Kathleen says, is that the company’s attention to employee satisfaction can result in getting gifted a giant bird. “We get free turkeys for Thanksgiving,” she says. “I didn’t even know that before I started working there. It’s a nice perk.”

11. THEY CAN REVOKE YOUR MEMBERSHIP.

Shoppers go down an aisle at Costco
Gabriel Buoys, AFP/Getty Images

But it’s got to be a pretty extreme situation. According to Thomas, memberships can be terminated if a member is caught stealing or having a physical altercation inside the store. For less severe infractions, employees can make notes under a “comments” section of your membership. They’ll do that for frequent returns, if you’re verbally aggressive, or if you like to rummage through pre-packaged produce looking for the best apples. (Don’t do that.)

12. MANAGERS GET THEIR HANDS DIRTY.

During peak business times on weekends and around holidays, the influx of customer traffic can get so formidable that managers jump in with employees to make sure everything gets taken care of. “Most people would be surprised if they realized that the person who just put all of their groceries into their cart at the registers or who helped load that huge mattress into their car was actually the store's general manager,” Rachael says.

13. EVERY DAILY STORE OPENING IS CONTROLLED CHAOS …

Shoppers appear in front of a Costco store
Scott Olsen, Getty Images

Like most any retail store, Costco prides itself on presenting a clean, efficient, and organized layout that holds little trace of the labor that went into overnight stocking or display preparation. But if a customer ever happened to see the store in the last hour before opening each day, they’d witness a flurry of activity. “It's controlled chaos with loud music along with the blaring of the forklift sirens,” Steve says. “Employees are rushing to finish and clean up, drivers are rushing to put merchandising in the steel [shelving], and the floor scrubber slowly but surely makes its way around the warehouse. It truly is a remarkable choreography that happens seven days a week.”

14. … AND EVERY CLOSING IS A SLOW MARCH.

To avoid stragglers, Costco employees form a line and walk down aisles to encourage customers to move toward the front of the store so they can check out before closing. Once the doors are locked, overnight stocking begins in anticipation of another day at the world’s coziest warehouse. “Our store has over 250 employees altogether,” Rachael says. “If all of us do our little bit, then it's a well-oiled machine that runs without a hitch.”

7 Behind-the-Scenes Secrets of Roadies

Lindrik/iStock/GettyImagesPlus
Lindrik/iStock/GettyImagesPlus

Although the word roadie may conjure up images of non-stop partying with rock stars, the reality is that most work unglamorous, physically and emotionally demanding jobs. They lug the gear, set up the instruments, manage the stage, run the sound, sell the merch, drive the bus, and generally do whatever it takes to make concerts possible. Mental Floss talked to a few roadies (who probably wish we'd stop calling them that—see below) to get the inside scoop.

1. Roadie is an outdated term.

Some roadies who worked in the 1960s through the 1980s later wrote books bragging about their sexual conquests, wild partying, and drug use while on the road. Although that lifestyle is not completely obsolete—genres such as metal, rap, and hip hop supposedly see more illegal activity than indie, pop, folk, and alternative—most roadies don’t refer to themselves as such.

Morgan Paros, a violinist and singer based in Los Angeles, says that the generic term roadie seems slightly derogatory now. Instead, it’s better to use terms that more specifically describe individual duties. “Anyone on a tour is generally working very hard to fulfill their role of tour manager, front of house (sound engineer), light tech, stage manager, instrument tech, or merchandise manager,” Paros says. “These individuals make everything possible for the performers every night.”

2. Roadies work insanely long hours.

Most roadies work 16- to 20-hour days. Waking up early and going to sleep late is part of the job description, as Meg MacRae, a production coordinator who’s been on the road with Bon Jovi and the Eagles, attests. A typical day for her starts with a 6 a.m. bus pickup, after which she sets up a temporary production office at the venue. After a long day of problem-solving, booking flights and hotels, and making sure the crew is taken care of, she ends her day at 1:30 or 2 a.m.

3. Roadies get used to roughing it.

Unless they’re working for an A+ list performer, most roadies are not living the high life, sleeping in luxury hotel suites and flying on private jets. Being on the road can be hard work. Depending on the band’s budget level, the road crew may sleep on the floor of a shared hotel room, or sit in a crowded Ford Econoline or Chevrolet Express van for hours.

Tour conditions offer minimal privacy and maximum mess. “You wouldn’t believe how insanely messy a van can get after a 6-week tour of the country,” says Michael Lerner of Telekinesis.

David, a front-of-house sound engineer based in New York, also describes the dirty working conditions in many venues. “Consider how grimy some music venues look. The dusty mixing board in the back coated in spilled beer, the germs of hundreds of singers talking/spitting/shouting into the same microphones night after night, and the questionable odors of green rooms inhabited by people who spend a solid portion of their days packed into a van … this is your office. Good luck not getting sick.”

4. Roadies usually have good reasons for putting up with it all.

So why do roadies subject themselves to the long hours and less-than-glamorous conditions? Many say they love music so much that they can’t imagine working in any other field. “For as long as I can remember, I have always wanted to have a job in music,” tour manager and sound engineer William Pepple writes. Some roadies also get into it because they love traveling all over the world, seeing new cities, and meeting new people.

5. Maintaining relationships at home is a big challenge for roadies.

Being a roadie is a lifestyle rather than just a job. Because they travel so frequently for work, roadies often struggle to maintain relationships with loved ones. Technology such as FaceTime and Skype has made keeping up with family, friends, and significant others easier, but it can still be a challenge to find privacy to make phone calls. Roadies who travel on buses have a little more privacy and time to connect with loved ones back home, since bus tours often give them the freedom of waking up in the city where the band’s next show is, while road crew on van tours spend the majority of the daytime driving to the next show.

6. They probably have at least one horror story from the road.

Whether it’s an unscrupulous promoter cheating the band out of their earnings, a bus overheating, a van breaking down, or driving through dangerous winter storms, roadies probably have at least one horror story. Most awful promoters or venues, though, are usually due to simple misunderstandings. “Most bad days are due to either bad communication or a lack of understanding that most touring people just want simple comforts: a clean shower, clean towels, a safe place to put their stuff, laundry machines, and good food,” says Mahina Gannet, who’s worked as a tour manager and production coordinator for bands such as The Postal Service, Death Cab For Cutie, and Neko Case.

7. Good roadies are there to work, not just hang out with the band.

Achieving a balance between being professional and having fun is harder on tours because “you are working, living and traveling with your co-workers,” Gannet adds. “I’m there to get a job done, and when it’s done, I love to hang out. A lot of tour managers I’ve seen definitely can go to either extreme (some actually thinking they are a member of the band, some so distant the band can’t talk to them), but it’s like everything else in life. It’s about finding your own personal balance.”

This piece first ran in 2016 and was republished in 2019.

14 Secrets of McDonald's Employees

Justin Sullivan, Getty Images
Justin Sullivan, Getty Images

While there’s virtually no end to the number of fast food options for people seeking a quick meal, none have entered the public consciousness quite like McDonald’s. Originally a barbecue shop with a limited menu when it was founded by brothers Richard and Maurice McDonald in the 1940s, the Golden Arches have grown into a franchised behemoth with more than 36,000 locations worldwide.

Staffing those busy kitchens and registers are nearly 2 million McDonald's employees. To get a better idea of what many consider to be the most popular entry-level job in the nation—staff members on the floor make an average of $9 an hour—we asked several workers to share details of their experiences with errant ice cream machines, drive-through protocols, and special requests. Here’s what they had to say about life behind the counter.

1. McDonald's employees can't always deliver fast food all that fast.

While McDonald’s and other fast-service restaurants pride themselves on getting customers on their way, some menu items just don’t lend themselves to record service times. According to Bob, an assistant store manager at a McDonald’s in the Midwest, pies take an average of 10 to 12 minutes to prepare; grilled chicken, 10 minutes; and biscuits for Egg McMuffins, eight to 10 minutes. In the mood for something light, like a grilled chicken and salad? That will take a few minutes, too. Bob says salads are pre-made with lettuce but still need to have chicken and other ingredients added.

The labor-intensive nature of assembling ingredients is part of why the chain has more recently shied away from menu items with too many ingredients. “We are trained to go as fast down the line as we can, and if we have to stop to make something that has 10 ingredients, it tends to slow things down,” Bob tells Mental Floss. “Corporate has realized this and has taken many of these items off in recent years, [like] McWraps, Clubhouse, more recently the Smokehouse and mushroom and Swiss and moved to items that can go a lot quicker.”

2. McDonald's workers wish you’d stop asking for fries without salt.

A serving of McDonald's French fries is pictured
Joerg Koch, AFP/Getty Images

A common “trick” for customers seeking fresh fries is to ask for them without salt. The idea is that fries that have been under a heating lamp will already be salted and that the employee in the kitchen will need to put down a new batch in the fryer. This does work, but customers can also just ask for fresh fries. It’s less of a hassle and may even save employees some discomfort.

“People can ask for fresh fries and it's actually way easier to do fresh fries rather than no-salt fries,” Andy, an employee who’s worked at three different McDonald’s locations in the Midwest, tells Mental Floss. “For those, we have to pour the fries onto a tray from the fryer so they don't come in contact with salt. It can get awkward sometimes getting everything into position, especially if you have a lot of people working in close proximity and it's busy, so I've had some scalded hands a couple of times trying to get fries out in a timely way.”

3. McDonald's workers have to pay careful attention to the order of ingredients.

McDonald’s is pretty specific about how their burgers and other items are supposed to be assembled, with layers—meat, cheese, sauce—arranged in a specific order. If they mess it up, customers can notice. “In some cases it has a big impact,” Sam, a department manager and nine-year veteran of the restaurant in Canada, tells Mental Floss. “Like placing the cheese between the patties with a McDouble. If they don’t put the cheese between the patties, the cheese won’t melt.”

4. There’s a reason McDonald’s employees ask you to park at the drive-through.

A McDonald's customer pulls up to the drive-thru window
Tim Boyle, Getty Images

After ordering at the drive-through window, you may be slightly puzzled when a cashier asks you to pull into one of the designated parking spots. That’s because employees are measured on how quickly they process cars at the drive-through. If your order is taking a long time to prepare, they’ll take you out of the queue to keep the line moving. “My store has sensors in the drive-through that actually tell us exactly how long you are at each spot in the drive-through,” Bob says. “We get measured based on something we call OEPE. Order end, present end. [That measures] from the second that your tires move from the speaker until your back tires pass over the sensor on the present window. My store is expected to be under two minutes.” If an order will take longer than that, you'll be asked to park.

5. The McDonald's drive-through employees can hear everything going on in your car.

While the quality of the speakers at a drive-through window can vary, it’s best to assume employees inside the restaurant can hear everything happening in your car even before you place an order. “The speaker is activated by the metal in the car, so as soon as you drive up, the speaker turns on in our headset,” Andy says. “We can hear everything, and I do mean everything. Loud music, yelling at your kids to shut up, etc.”

6. The employees at McDonald’s like their regulars.

Customers eat inside of a McDonald's with an order of French fries in the foreground
Chris Hondros, Getty Images

With hot coffee, plenty of tables, Wi-Fi, and newspapers, McDonald’s can wind up being a popular hang-out for repeat customers. “[We have] a ton of regulars who come into my store,” Bob says. “I'd say at least 75 percent of my daily customers know us all by name and we know them all, too. It makes it nice and makes the service feel a lot more personal when a customer can walk into my location, and we can look them in the eye and say, ‘Hey Mark! Getting the usual today?’ and we've already started making his coffee exactly how he takes it.”

7. McDonald’s staff get prank calls.

Unless they’re trying to cater an event, customers usually don’t have any reason to phone a McDonald’s. When the phone rings, employees brace themselves. In addition to sometimes being asked a legitimate question like when the store closes, Sam says his store gets a lot of prank calls. “Sometimes it’s people asking about directions to Wendy’s,” he says. “A lot of inappropriate ones. Most are pretty lame.”

8. For a McDonald’s worker, the ice cream machine is like automated stress.

A McDonald's customer is handed an ice cream cone at the drive-thru window
iStock/jax10289

The internet is full of stories of frustrated McDonald’s customers who believe the chain’s ice cream machines are always inoperable. That’s not entirely true, but the machine does experience a lot of downtime. According to Bob, that’s because it’s always in need of maintenance. “The thing is, it is a very sensitive machine,” he says. “It's not made to be making 50 cones in a row, or 10 shakes at a time. It takes time for the mix to freeze to a proper consistency. It also requires a daily heat mode, [where] the whole machine heats up to about 130 degrees or so. The heat mode typically takes about four hours to complete, so you try to schedule it during the slowest time.” Stores also need to take the machine entirely apart every one to two weeks to clean it thoroughly.

Bob adds that the machine’s O-rings can crack or tear, rendering the unit inoperable. Seasoned workers can tell if a unit is faulty by the consistency of the shakes or ice cream coming out, and sometimes by the noises it makes.

9. McDonald's employees don't mind if you order a grilled cheese.

Contrary to rumor, there’s no “secret menu” at McDonald’s. But that doesn’t mean you can’t sometimes snag something not listed on the board. Andy says a lot of people order a grilled cheese sandwich. “I've made many a grilled cheese before,” he says. But it’s not without consequences. “Sometimes it can get a bit risky doing it because the bun toaster wasn't designed to make grilled cheeses so sometimes you get some burnt buns or cheese or the cheese sticks inside and it slows down the other buns from getting out on time so that causes more burnt buns.”

Another common request is for customers to ask for a McDouble dressed as a Big Mac, with added Big Mac sauce and shredded lettuce. “I think [it’s] a way more practical way to eat a Big Mac since there's less bun in the way, and it's also way cheaper even if you do get charged for Mac sauce.”

10. McDonald’s workers recommend always checking your order.

A McDonald's employee serves an order
Justin Sullivan, Getty Images

Nothing stings worse than the revelation that an employee has forgotten part of your food order. Contrary to popular belief, it’s not because the employees are being lazy or inattentive. According to Bob, it’s simply due to the volume of customers a typical location has to process in a given day. “We are human,” he says. “Mistakes do happen. We always feel terrible when they do but when we serve 1000-plus people a day, it's bound to happen.”

Bob recommends checking your bag before leaving the restaurant and not taking it personally if there’s an issue. “Be nice to us if you have a problem,” he says. “It's a huge difference between coming to us and saying, ‘Hey, I seem to be missing a fry from my bag,’ and ‘You bastards didn't give me my fries!’” If you want to check your bag at the drive-through, though, he recommends trying to pull ahead so cars behind you can move forward.

11. McDonald's employees don't recommend the grilled chicken.

If a menu item isn’t all that popular, it can wind up experiencing a low rate of turnover. Of all the food at McDonald’s, the most neglected might be the grilled chicken. Because it doesn't move quickly, workers find that it can turn unappetizing in a hurry. “That stuff has a supposed shelf life of 60 minutes in the heated cabinet, but it dries out so quickly that even if it's within an acceptable time frame, it looks like burnt rubber, and probably tastes like it, too,” Andy says.

12. Golden Arches employees aren’t crazy about Happy Meal collectors.

A McDonald's Happy Meal is pictured
David Morris, Getty Images

Happy Meals are boxed combos that come with a toy inside. Usually, it’s tied into some kind of movie promotion. That means both Happy Meal collectors and fans of a given entertainment property can swarm stores looking for the product. “The biggest pain involving the Happy Meals is the people who collect them,” Bob says. “I personally hate trying to dig through the toys looking for one specific one. We usually only have one to three toys on hand. It's especially a pain in the butt during big toys events such as the Avengers one we just had. There was like 26 different toys, and some customers get really mad when you don't have the one that they want.”

And no, employees don’t usually take home leftover toys. They’ve saved for future use as a substitute in case a location runs out of toys for their current promotion.

13. McDonald's employees can’t mess with Monopoly.

The McDonald’s Monopoly promotion has been a perennial success for the chain, with game pieces affixed to drink cups and fry containers. But if you think employees spend their spare time peeling the pieces off cups looking for prizes, think again. Following a widely-publicized scandal in 2000 that saw an employee of the company that printed the pieces intercepting them for his own gain, the chain has pretty strict rules about the promotion. “Monopoly pieces and things like them get sent back to corporate,” Bob says. “We aren't allowed to touch them, open them, or redeem them as employees.”

14. One McDonald's worker admits there have been sign mishaps.

A McDonald's sign is pictured
Tim Boyle, Getty Images

Many McDonald’s locations sport signs under the arches advertising specials or promotions. Some are analog, with letters that need to be mounted and replaced. Others have LED screens. Either way, there can be mistakes. “I've never seen anyone mess around with the letters,” Andy says. “But I do remember one time we were serving the Angus Burgers and the ‘G’ fell off of the word ‘Angus.’ Good times.”

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