I've worked at McD's for the past 3yrs (gone now

). I've taken a lot of heat from the customers too, especially working in drive-thru, where in one-to-one contacts customers tend to reveal more of their true selves. God how many times have I seen the less tolerant female employees just run to the back of drive-thru, break down and cry.
I and many do our job and do it well, tips or no tips. That's our job. Between front-end counter cashier, the cooks, and the drive-thru people, drive-thru works the hardest and takes in the most. The cooks (depending on how the kitchen is designed) tend to be more of the slackers. Front end people have their fair share of work and slack off time.
I often get offers of tips from the friendly and well-known customers. I don't accept, yet its enough to give me that fuzzy feeling inside to put in that extra effort. I don't get tips, yet I still do my job and do it well? Now why is that? While some people get 5-10% less in tips than the norm, but yet they're still pissed? Its a different environment I guess? Different expectations?
AmusedOne - I somewhat disagree with you in your statement about non-tipping service workers. Do you believe that to be more of the norm or the exception? We all have encountered different people at different times under different circumstances.
Behind the counter, I'm an server person. In front of the counter, I'm a customer like everyone else. I know how it feels to be a customer, that's why I work with customers in mind. I do the extra mile, not hoping for any gratuities much more than a "thanks" . It all comes down to attitude and behaviour, and how well the person was brought up.
Understaffing is also a cause for less than desired service. And that is the fault of management for being so cheap, making their employees suffer from exhaustive and stressful workloads, while they make their month end budget (cost) look good for upper management. I've been there, trust me. At times it does gets to me and brings out the worst in me, as nice a fellow as I am. Having an hour rush in drive-thru by myself (typically need 2 workers in drive thru for good flow and low wait times) with the drive-thru line jammed packed full all the way out to the street with 10+ vehicles. In such extreme times, team work is VERY crucial. When you depend on the fellas up front to do their job and they're slacking, that really ticks me off. Also, when time is crucial, your customers take forever to take an order (or gives you multiple separate orders on separate bills causing a major backup!!), then change an order, take forever to pay (with loads of change), then drive-thru wait times really stack up. Out of 10 vehicles, one or two customers like the one above is a combo for MAJOR disaster. Imagine how many unhappy customers there would be in such cases? Now is that my fault? My co-workers fault? Managements faut? Or the customers fault? You tell me. At McD's, sometimes its the customers that is being a pain and comes down the chain, and affects every other customers' level of service too (in many cases, wait time is used as a measurement for QoS).
3 Vehicles pulls into drive thru all expecting to get in and out no more than 3 minutes. 2nd vehicle pulls in 1 minute after 1st vehicle. 3rd vehicle pulls in another 1 minute after 2nd vehicle. 1st vehicle takes 4 minutes to order, another minute to pay, and another minute to receive product. Total time for 1st customer is 6 minutes. 2nd customer's already waited 5 minutes in line to be serviced, only held back by the 1st car. 3rd customer, same thing, waited 4 minutes in line before receiving service. Its a chain effect. Yet when it comes down to it, we take the heat for what was the customer's inconsiderations for others behind him.
I've been in many of the above circumstances many many times. I do get very frustrated, and have broken down in some cases. But I have learned to make such cases more manageable and efficient.
So yes, I've taken a lot of heat too. How hard do I work as compared to waiters/waitresses at mid/high class restaurants? I would say equally as hard and providing equivalent service. So do you think it is fair that some people in the service industry is deserving of a tip, while others are not?
I guess my point is one should not use the probable receipt of tips as basis for his/her providing quality service. I don't receive tips, yet I work my arse off. Go figure....