20 Secrets of 911 Dispatchers

iStock.com/HHLtDave5
iStock.com/HHLtDave5

Every year, the U.S. 911 system receives about 240 million calls, and emergency dispatchers are the very first responders. They translate a caller’s situation into actionable instructions so police, fire, or medical teams can respond as quickly as possible. It’s an incredibly demanding job, with some shifts lasting up to 16 hours. That’s a lot of time spent listening to terrified callers in their most desperate moments, and it takes a certain kind of person to survive the stress. Hopefully you never have to dial 911, but if you do, here are a few things you should know about the person answering your call.

1. Most of the calls 911 dispatchers deal with aren’t emergencies.

On busy days, 911 dispatchers may get somewhere between 300 and 500 calls, and they have to answer every single one of them. However, many of them aren’t true emergencies. “Ninety-five percent are nothing calls,” says Amanda, a dispatcher of eight years in British Columbia, Canada. “They’re not people who need help. They’re people who have low coping skills. The fact you don’t know how to change the batteries in your fire alarm is not a 911 call. The fact you don’t know where you parked your car at the mall is not a 911 call. But you’ll have days where it seems that’s all you get.”

The irrelevant calls can be about anything from barking dogs to parking disputes, and in some states there are penalties for abusing the system. In 2015, a woman in Ohio was arrested and charged with a misdemeanor after calling 911 to report bad Chinese food. A man in Illinois was arrested and charged with disorderly conduct for using the emergency line to request an ambulance ride to a doctor’s appointment.

“The level of distress somebody is displaying is in no way correlated to how serious their problem is,” Amanda says. “The people who are screaming the most generally have overflowing toilets. But the calmest guy will call up and say, ‘I don’t really wanna bother anybody, but my wife isn’t breathing.’”

2. 911 dispatchers have a call hierarchy.

Emergency calls don’t necessarily get responded to in the order in which they’re received. “Calls get triaged based on the level of immediate public danger,” Amanda says. So calls involving things like weapons, kids, or domestic violence get prioritized. If you just woke up and realized your car or house was broken into, unless the invader is still there, the police are told to respond when they have a free moment.

Bill Blume, a dispatcher in Virginia since 2001, says call severity also dictates whether emergency vehicles respond with or without sirens. Life-threatening events get lights and sirens. For events that are less severe but happening now, officers go quickly but without lights or sirens. And for low-priority calls, an officer might take their time. “A low code call tells officers, ‘if you need to go get some coffee or grab lunch, it’s a good time to do it on the way to this call. No matter what time officers arrive, it won’t affect the outcome,” Blume says.

3. Butt-dials are a big problem for 911.

All over the country, cell phone owners are unwittingly dialing 911 and clogging up the lines with the muffled sounds of their pants or purse pockets. The Federal Communications Commission estimates that roughly half of all 911 calls made by cell phones in New York City are accidental, which translates into about 84 million calls per year. “This is a huge waste of resources, raises the cost of providing 911 services, depletes PSAP morale, and increases the risk that legitimate 911 calls—and first responders—will be delayed,” FCC Commissioner Michael O’Rielly declared in a memo.

These accidental calls may be a waste of resources, but that doesn’t mean they’re not entertaining. “We’ve had people call with the phone under their pillow while they’re having sex, or people singing while they’re driving down the road,” says Nikki, a dispatcher for nine years in Michigan.

And not all butt-dials are useless. “We once had a police chase going on and the people being pursued accidentally dialed into 911 so we could hear their conversation and let the officers know their plan,” Nikki says. One accidental 911 call in Deltona, Florida, led officers to a meth house.

4. The 911 system might give you a busy signal …

Sometimes there are more calls than dispatchers can handle, especially during emergencies that a lot of people witness, like a fire or car crash. “When you have a very public incident going on, sometimes you’ll get busy signals because there are instantly 1000 calls,” says Amanda. “The problem is that within those busy signals are some set of people calling for things that are not the public incident.”

5. … but there’s a way around it.

If you can’t get through to 911, you can try calling your local police or fire department directly through their seven-digit phone number, which you can find online. “You should have that number programmed into your phone,” says Rachael Herron, a former dispatcher in California for 15 years who is also an author. This trick lets you bypass the 911 traffic jam, but should only be used if you know your exact location, because the 911 dispatchers have better tools for locating you.

6. Whatever you do, don’t hang up on a 911 dispatcher.

The worst thing you can do to a 911 dispatcher is end the call before they answer. Every time someone calls and hangs up, dispatchers are required to call that number back. Even if you called by mistake, the best thing to do is stay on the line and explain, rather than hanging up and initiating a game of phone tag.

“I understand how frustrating and how long it can seem when you’re sitting there waiting and it feels like nothing’s happening quickly,” says Blume, “but at same time people just don’t appreciate how much a hang-up can slow the process down.”

7. A lot of callers to 911 dispatch don’t know their own location.

The most important piece of information for an emergency operator to acquire is a caller’s exact location. After all, they can’t send help if they don’t know where you are. But because not all emergencies happen at home or near a clearly-labeled street sign, many callers simply don’t know where they are when disaster strikes. “Maybe you’re stuck in a store and you didn’t pay attention to the address,” explains Amanda. “Or on the highway people are very fuzzy about where they are. In hotels people don’t know their room number.”

This requires some investigative work on behalf of the dispatcher, and everything becomes a clue. “Any descriptors are really useful, like if it’s really close to a landmark or store,” says Amanda. If the caller spots a license plate, the dispatcher can run the number and cross-reference it with the owner’s home address. If all else fails, dispatchers can send police cars to where they think the caller is and guide the officers using the sounds of the sirens over the phone.

Experience has taught dispatchers to be extra-aware of their surroundings at all times. “I used to say ‘left’ or ‘right’ but now I say ‘north, south, east, west,’” says Nikki. “I pay attention all the time now to where I am and what’s going on around me.”

8. 911 dispatchers wish you’d call from a landline.

The prevalence of cell phones means the number of 911 calls made from landlines has decreased through the years: More than 80 percent of emergency calls now come from wireless phones. But this poses a challenge for dispatchers, because unlike a landline, cell phones are not attached to a specific address.

“The absolute number one thing if there’s an emergency, please call from a landline,” says Amanda. “If you’re in an apartment building with 35 floors, it will give us an apartment number. Your cell phone will only give us an approximate.”

But this information varies by location and carrier. “We’ve discovered that Sprint and Verizon have the most accurate locations,” says Nikki. “We were once trying to locate a man with a gun, and he had Sprint, and the map showed him on one side of a pine tree and that’s exactly where he was.” In 2018, Apple and Google also both added services that transmit location data from cellphones to 911.

9. You don’t have to say anything to the dispatcher.

In some dire emergency situations, a 911 caller may be unable to speak. For example, if an intruder is in their home, or they’re choking or having a heart attack. Dispatchers are trained to ask yes-or-no questions a caller can answer with the push of a button. “We’ll tell them to press a button if they’re in the city,” explains Martha, a dispatcher in Georgia. “If they don’t press a button we’ll know they’re in a county. Or if there’s a domestic situation, we’ll ask, ‘Is he still in the room? Does he have a weapon? Has he been drinking?’”

10. 911 dispatchers don’t know what happens to callers.

One of the hardest things about being a dispatcher is the lack of closure that comes with the job. Once the first responders are on the scene, dispatchers have to hang up and move to the next call. They will probably never find out what happens to their callers. “It is the worst part,” says Jill, a 14-year veteran dispatcher in Florida. “You have this intense moment with this person, it could be the most horrible moment of their life and you’re the first one to help them, and you never find out what happens.”

11. Dispatchers have learned that sports fans procrastinate in medical emergencies.

One guaranteed slow time for 911 dispatchers is during a major sporting event, particularly the Super Bowl. “You get no calls when the game is on,” says Amanda. “None. It’s bizarre.” But dispatchers don’t have to follow the game to know when it’s over. When the buzzer goes off, the phones start ringing. “As soon as the game is over, you’ll have 20 guys having a heart attack because they weren’t willing to call during the game,” says Herron. “It’s true every single year.”

12. 911 dispatchers are very superstitious.

One word you’ll never hear a dispatcher mumble is “quiet.” Acknowledging a shift has been particularly sedate is a quick way to get an onslaught of calls, Amanda says. Acceptable alternatives include “tranquil” and “serene.”

13. Dispatchers don’t care why it happened.

Dispatchers want to know the what and where of your emergency, but never the why. “'Why' is the one question we never ask,” says Blume. “Everyone is dying to tell us why, and the thing is that has nothing to do with determining the level of safety for our officers.”

14. They’re traumatized.

One 2012 study found 911 dispatchers are at risk for post-traumatic stress disorder due to the high volume of distressing calls they receive. "This is a population of people who are routinely exposed to events that should be considered traumatic," says Michelle Lilly, a psychology professor at Northern Illinois University.

“I heard a gentleman take his last breath after being stabbed,” Jill admits. “That one bothers me today and it happened seven years ago. I have a thick skin but not around my heart.”

Insomnia, paranoia, and grief can haunt dispatchers when they’re not manning the phone lines. Herron says she can’t drive around her town without remembering the bad things that happened at particular addresses. “I know the geography of grief,” she says. “I know which woman hanged herself in that window and which mother found her son dead in that bedroom.”

Some dispatchers survive by emotionally detaching, others by approaching their job from a mindset of positivity. “A lot of people I work with live with a lot of fear and assumptions that terrible things will happen in the world because that’s what they hear,” says Amanda. “But my frame that keeps me ok is I know that this person is having a terrible day whether I’m there or not, and anything I do might make things better. And most people never have to call us. The majority of people go through their days and nothing bad happens to them and that’s very powerful also. We have to remember the things we hear are rare.”

15. For dispatchers, kid calls are the worst.

Many experienced 911 operators develop pretty thick skins over the years. But emergencies involving children are an exception.

“Everyone hates a baby call,” says Herron. “If you get a call that a baby isn’t breathing, the whole room gets really, really quiet and all the dispatchers pull for the person giving CPR instructions. I’ve had a couple that have gone badly and those are hard to let go.”

16. Dispatchers have regulars.

If you’re lucky, you’ll never have to call 911, but some people call the number so often the dispatchers recognize them immediately and know them by name.

“We call them frequent flyers,” Blume says. “You kind of develop a relationship with them. You remember them and know how that conversation is gonna go. It may be someone prone to alcoholism or who has a history of mental illness and you know certain things that work on other calls just aren’t gonna work there.”

17. Dispatch is full of creatives.

A lot of dispatchers enter into the career through the side door, as writers or musicians looking for steady income while they pursue their art on the side. “You rarely see someone come into a job as a dispatcher where that is their career goal,” says Blume, who is an author of several books himself.

“I work with five or six people who have written and published books because that’s what they want to do but they can’t make any money doing it so they do this four days a week,” says Amanda, who took the job to supplement her magazine writing.

According to the Bureau of Labor Statistics, police, fire, and ambulance dispatchers make an average annual salary of $39,640, a pretty decent supplemental income. But finding the right kind of person for the job is difficult considering the high stress levels and long hours, and a lot of new dispatchers quit. “Our survival rate is one-third,” Blume estimates. “In my academy we had nine people in the beginning and by the time we were done, there were three of us left.”

18. Your dispatcher might be knitting when you call.

Dispatchers are multi-taskers who thrive on adrenaline, and that’s what makes them good at their job. They can talk a caller through CPR while simultaneously typing instructions for first responders at record speeds. But between calls and on slower days, they get bored like the rest of us, and resort to browsing social media or even knitting to occupy the time.

For some veteran dispatchers, the job has become so routine they can nearly do it with their eyes closed. Nikki admits that sometimes while she’s instructing a caller on how to administer CPR, she’s simultaneously browsing Pinterest. “I’m like holy crap I just saved somebody’s life without realizing what I was doing.”

19. Dispatchers know that tasks keep people calm.

A dispatcher’s job is to get as much pertinent information as possible from a caller, and that’s hard to do when the caller is hysterical. But there are tricks that dispatchers use to calm people, even in the most terrifying situations. “I slow my language and bring my tone way down,” says Herron. “If they’re shouting, I don’t shout back because it’s human nature, if someone else talks quietly, you listen.”

One quick way to get a panicked caller to concentrate, Jill says, is to give them something to do. “If they don’t know where they’re at, I tell them to look for a piece of mail. If you give them a small task it seems to make them focus a little more and that can de-escalate their stress a little bit.”

The most important thing is to just keep talking, Blume says, because silence can make a caller feel alone, which breeds panic. Skilled dispatchers will explain exactly what they’re doing on their end of the line and why, even if it’s boring. “I’ll say ‘standby just a moment, I’m going to enter this,’ or ‘hold on I’m going to update the units, don’t hang up.’ A lot of times those little touches can completely change the tone of a conversation. It’s all about communicating.”

20. Dispatchers are human lie-detectors.

From the second they answer your call, dispatchers are listening for signs the situation is not as you say. Callers lie to them all the time for various reasons. For example, someone might exaggerate the seriousness of their situation (perhaps by reporting that gunshots have been fired when they haven’t) to get a faster police response. In a domestic abuse situation, a victim might place the call but be unable to communicate, or the abuser could somehow end up with the phone and lie on their behalf, or hang up. The dispatcher’s job is to use strategic questions to gather any revealing information they can.

“Usually you can read into tone,” says Blume. “A red flag is if, when I call back, they say the call was a mistake, that’s a big difference than if they say it was an accident. If they say it was a mistake that gives me the impression they were trying to call on purpose and clearly there was a reason why they did it. You have to be suspicious.”

A version of this piece first ran in 2015.

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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