How to place a proper to-go order

As a cashier at two different pizza joints, I spend a lot of my time fielding phone calls from hungry customers all over town. Phone calls happen to be the absolute bane of my existence, but when you’re taking the same kind of call day in and day out, you develop a script you can use as a sort-of crutch to get you through the process.

That being said, I may be used to getting a lot of take-out orders via telephone, but it seems as though a lot of people are not used to making them. So I’ve compiled a list of rules to follow when placing a take-out order at any restaurant.

Remember: You are not in control of the phone call

That may be hard for a lot of people to understand, especially in the culture of the customer is always right, but trust me, this one is in your best interest. You have no idea what kind of system an individual restaurant uses to take their orders. The person taking your order on the phone knows far better than you do what information they need and what order they need it in. Wait for their questions, and then provide your information. It’ll make the conversation go incredibly smoothly.

Know what you want before you order

This is critical. Don’t even think about picking up the phone before you know what everyone—and I mean everyone—in your party wants. This includes additions, substitutions, and sides. If you don’t know something about a dish you’re ordering (for example, what kinds of sides come with a sandwich), that’s fine. Ask before you order the dish, and then ask the person who is going to eat that dish what they would want from the choices given to you. Nothing is more infuriating for the person taking a phone order than people shouting between rooms about what they want for dinner.

Start with the important stuff

When the person taking your order asks you what you’d like, that is the perfect opportunity to ask questions or to let them know something important. If you have a coupon, for example, say so at the top of your order. That gives the person on the phone ample time to do with that information whatever they need. If you have a question, such as the price of an item or the specialties for the night, this is the best time to ask.

If you ask a question that may change your order depending on the answer (e.g., you’ll only order the chicken parm if it’s a specialty for the night), make sure you have a back-up plan if things don’t pan out the way you’d hoped. It’s not fair to spend an extra minute and a half dithering on the phone about what you want instead. Having a second choice will definitely speed up the process.

If I don’t offer you a price, there’s probably a reason

If the person taking your order doesn’t offer you a price at the end of the call, and you absolutely need to know, that’s fine. Just be aware that it may take them a minute or two to figure everything out, especially if you have a big or complicated order.

Making a to-go order over the phone can often be a hassle, but it doesn’t have to be. The key thing to remember is that you’re having a conversation with a human being, not with an automaton who magically knows everything you want ahead of time. Have patience, and don’t worry: your food will be waiting for you on the other side of the phone call.