11 Secrets of Former Blockbuster Employees

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For nearly three decades, Blockbuster was the friendly neighborhood video store for movie-lovers around the United States—and its employees were our friendly neighborhood movie gurus. Though a few independent Blockbuster franchises are still bravely soldiering on around the country, the company had its heyday in the 1990s to mid-2000s, when video tapes and DVDs were still the dominant way to watch a movie. Doling out recommendations and patiently dealing with our late fee complaints, Blockbuster employees were a crucial part of our movie-watching experience, and frontline observers of the changes in our movie consumption. Mental_floss talked to a handful of former Blockbuster employees about what it was like to work at the video rental franchise from the company's heyday through its decline.

1. THEY RENTED MOVIES FOR FREE.

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Working at Blockbuster had plenty of perks if you were a movie lover. Employees not only received five free rentals a week, but got to watch new releases a week before they became available for rental. Matt, who worked at a Blockbuster in southeast Michigan from 2004 to 2009, explains that the free rental policy was really a win-win for Blockbuster and its employees. “This was actually a necessity because you’d have movie buffs and store regulars come in and ask for recommendations,” he explains. “It was a good way to catch up on movies I missed or had never heard of. I definitely dug up some oddball gems this way.”

2. THEY HATED IT WHEN YOU COMPLAINED ABOUT LATE FEES ...

Over the years, Blockbuster experimented with a range of policies regarding late fees. For a while, the store tried a “no late fees” policy, which, according to former employees, replaced late fees with a confusing “re-stocking fee.” Regardless of policy, employees say dealing with late fees was among the most annoying parts of the job.

“People proved to be astoundingly bad at math, and though they’d agree on how long they kept the movies they had and how much each of them cost for the night, they were just unable to comprehend how they owed us the amount they did,” explains Lex, who worked at Blockbuster in Scranton, Pennsylvania, from 2012 to 2013. “Dealing with people trying to get out of what they owed was basically how we interfaced with 40% of our customers on a daily basis.”

Brie, who worked at a Blockbuster in Salt Lake City from 2007 to 2008, during its “no late fees” era, explains that customers would always fight her on the store’s $1.25 restocking fee. “I would say 95% of the customers would fight me on paying them 100% of the time,” she says. “Customers would argue, ‘What is this restocking fee if not a late fee?’ You’re totally right, I know, it’s a loophole to get around saying it’s a late fee. I didn’t make it up, please don’t fight me on it.”

3. ... BUT THEY'D TRY TO HELP YOU OUT IF YOU WERE POLITE.

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When it came to getting out of late fees, there was really only one strategy that worked: Be nice. “Once I hit Shift Lead status, I would make deals with customers and try to waive a fee or two here or there if customers were regulars or particularly nice,” says Brie .

“We were able to minimize some late fees, eliminate others,” says Tim, who worked at a Blockbuster in East Greenwich, Rhode Island, from 2004 to 2007. “Come in calm and respectful and apologetic, poof, you owe $0.00. Come in hooting and hollering and it’s ‘I’m sorry, sir. There’s nothing I can do. You cannot rent another movie until you pay your $3.75.’”

4. THEY KEPT SECRET NOTES ON CUSTOMERS.

If you ever caught an employee giving you a strange look or holding back a laugh when you tried to rent, there’s a chance there was a note left on your account. Blockbuster used point of sale software that let employees look up your account information, and leave little warnings for each other if you habitually tried to worm your way out of late fees or misbehaved.

“People would constantly complain about late fees, so we had a system where you could write a note in the computer, like ‘Forgave one late fee, don’t do it again,’ or ‘This guy constantly turns in tapes late and says he paid his fees,’” says Mike , who worked at Blockbuster in Malden, Massachusetts, from 1999 to 2003. “Depending on who wrote the note, it could be very professional or sometimes it would just be like, ‘This lady is crazy.’ It would be flashing in yellow and you’d be keeping one eye on the customer, and one eye on the screen, trying to read it, and sometimes trying to keep a straight face.”

5. THEY COULD SEE YOUR ENTIRE RENTAL HISTORY.

If you rented anything embarrassing, you can bet your local Blockbuster employee noticed. “When customers brought up tapes, you’d see their previous rentals automatically,” explains Mike . “So, you’d see like, a thirteen-year-old girl renting Titanic for the twentieth time. You wouldn’t say anything, though.”

6. THEFT WAS A BIG ISSUE.

Customers were constantly finding creative new ways to steal merchandise. Matt remembered the “slashers” who would “show up with a boxcutter hidden on them and sneak around the store, slitting the spines on DVD cases and stealing discs,” while Lex recalled a guy who figured out how to remove the magnetic locking strips from DVD cases. “He’d always steal the weirdest, most arbitrary movies,” she explains. “He’d steal sequels of things and not the originals, or individual discs of TV show season collections. I don’t know if he was just trying to tear down the system slowly from the inside, or if he just had very specific interests.”

Mike, meanwhile, says the most notorious criminal to terrorize his Blockbuster location turned out to be a 10-year-old boy. “We had the full security system at Blockbuster—video cameras, security gates, magnetic locks on the cases—but somebody kept stealing video games. Our manager was totally baffled. He started to think it was an inside job,” says Mike. “It turned out it was a little ten-year-old kid. His mom found all the video games under his bed and turned him in. She brought the games back and we promised not to press charges, but the mom wanted us to scare the kid straight, like Maury Povich-style. So the manager and I ended up in the back room with this little ten-year-old kid who’s crying his eyes out. We had no idea what to do. It’s like, there’s our master thief who’s outwitting our corporate security system, and he’s just a kid.”

7. CORPORATE LOGIC WAS A BIT OF A MYSTERY.

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The employees at individual Blockbuster locations didn’t get to choose which products they ordered to rent or sell. Everything was decided by corporate headquarters, whose logic could sometimes be difficult to discern. Back in the early 2000s, that often meant receiving hundreds of copies of new releases to rent, which stores would later struggle to sell off, or receiving books and magazines that customers never even noticed were there.

Gladiator was the biggest movie that came out while I was at Blockbuster. We had so many copies, just walls and walls of Gladiator. Then, later on, we couldn’t sell them. We had like 200 copies left and nobody wanted them,” recalls Mike. “We’d also sell video game guides and magazines, and they would never sell. At the end of the month, we’d rip the cover off and throw them away. Sometimes instead of tossing them, I’d take them home—to this day, I have so many books without covers.”

8. THINGS REALLY STARTED TO UNRAVEL TOWARD THE END.

By 2012 or so, when the chain was really struggling to stay afloat, Blockbuster locations would often receive seemingly random shipments of movies to sell off, says Lex. They’d set up large tables around the store covered in DVDs for sale. “It was a completely random assortment of stuff,” recalls Lex. “We’d have, like, 50 copies of some mediocre 5-year-old romantic comedy, and then two copies of Indiana Jones and the Last Crusade (and none of the rest of the series), and then 12 copies of some obscure art-house film. There was no curation.”

“The most bizarre thing,” he concludes, “is that we had 135 copies of Dinner For Schmucks. I made it its own table. On the Black Friday I was there, we had a ‘door busters’ sale, with select, new DVDs for $5 a piece. We got 24 DVDs to sell—not 24 titles, 24 individual DVDs. Of those 24 DVDs, six were Dinner For Schmucks. The 135 copies were already selling for $3 apiece. We didn’t have much of a Black Friday rush that year.”

9. THE SWITCH FROM VHS TO DVD WAS PURE CHAOS.

Long before Blockbuster lost its showdown with streaming video, the company was faced with another seismic technological shift: the transition from VHS to DVD. According to Ben, who worked at a Blockbuster in central Pennsylvania from 2001 to 2002, the company struggled to get rid of its excess VHS tapes once the medium became obsolete. "We pulled them by the hundreds and put them on sale," he recalls. "After a few weeks, we started pulling them for destruction. It was kind of a shame, but it was fun at the same time. We just smashed the hell out of them behind the counter. I was washing through an ankle-deep layer of black plastic and magnetic tape … Later destroy pulls were authorized to instead send to local charities, but that first big one was fun.”

10. BEING A MOVIE BUFF WASN'T A JOB REQUIREMENT ...

You didn’t have to be a cinephile to work at Blockbuster. Most managers were more interested in hiring people who were reliable and punctual than employees who could recite the entire filmography of their favorite director. “You didn’t need to love movies at all,” recalls Mike. “You just had to get there on time.”

11. ... BUT MANY EMPLOYEES REALLY LOVED MOVIES.

Nevertheless, many Blockbuster employees really did love movies. “My interview basically amounted to them making sure I was a human that could read,” says Lex. “But everyone I worked there with was pretty big into games, movies, and TV, and we spent a lot of time talking about them.”

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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