Front-of-the-house crew members who have to deal directly with customers should be paid more than others.

I worked undercover as a crew member in seven quick-serves where I collected the data for My Secret Life on the McJob. The hardest jobs I had were working the front counter at Arby’s and the drive-thru window at Wendy’s. Keep in mind I make a living as a presenter, either in the classroom or at conventions and conferences around the country. What I do (give speeches) is regularly voted one of the most terrifying things people face in their lives. Well, I have a new nomination for terror: standing in front of a lunch rush crowd without sufficient training and being expected to keep up when both speed and accuracy are demanded—on both sides of the counter!

Fifteen minutes into my first counter day at Arby’s, and at least 30 minutes before the heart of lunch rush, a senior citizen in a walker comes slowly forward in my line and says, “Give me a senior coffee, please.” This shouldn’t be hard, I think to myself. I touch “beverages” on the main menu—and nothing on the second screen looks remotely like a discounted cup of senior coffee.

I have an inspiration: Try “value items,” another option on the screen. Again no luck.

As I’m sweating what to do, my helpful senior reaches his deeply veined and gnarled hand around the register and points at a button. “Try that one, Sonny,” he says. He’s pointing at the “specials” option, and I think, How could that be right? I try it anyway, being fresh out of any better idea. Guess what? Senior coffee is an option there. He beams: “I do this every day, Sonny.” For some reason I’m only slightly embarrassed­—maybe because he calls me Sonny.

When my head clears I look at my line—it’s longer and, judging from faces, approaching the status of DEFCON 3. How can anyone enjoy this job? You have to greet people who are rushed and who expect you to rush even faster all the while putting on a pleasant air that is occasionally tested—severely I might add—by angry customers who definitely did not get it their way. Put me back on the bun-warmer job, I think. It was easy. No real pressure. If I have to do this again tomorrow, I don’t know if I’m going to make it.

In that sentence is one of my concerns about fast food: All jobs are not created equal! Too often, though, we seem to treat them as if they are. All too often there is a huge hidden turnover cost. Let me explain.

When I’m not being a professor or presenter from SUNY Buffalo, I design pay systems for companies. I’m also co-author of a book on compensation. Despite this, the way quick-serves pay sometimes perplexes me.

I have a small place, and we've been open about 3 years now. It is coming to a point, that no matter what I do my sales will stay the same. (i.e. If I run a special I will have increased sales the week of, but then decreased the next week (it evens out)) (and i have run specials back to back, with the same result)

I am finding that While I am making money, I never have time to take off, am always stressed, and really think that in 10 years I will be in the same position.

I want to sell wings and I'd like to make them instead of buy them. I have a few q's.

#1 - Exactly what "cut" do I ask for from my butcher? I get the wing & joint - correct?

#2 - I prefer non breaded wings. Is this the industry standard? If so, I'm thinking of marinading the wings in franks & butter, par cooking then in the fryer than after they cool, portioning them, keeping them in the fridge and pulling & cooking to order.

I really enjoy reading the questions and answers and feel I’ve learned a lot form the discussions!

Would you share your policies on separate checks and water?