How to Improve Drive Through Speed & Service

The 5 Objectives

1. Cleanliness2. Friendliness3. Accuracy4. Speed5. Repeat Business

• Remember that Accuracy trumps Speed. We’re not in the business of getting the WRONG food fast!)

Speak Slowly, Clearly, With Energy in Your Voice

Repeat the order as you take it

(If not already done via Order Confirmation board)

Ask for the condiment order with the food order

Have change and drinks ready

If paying with cash, and the total is $7.83, anticipate change of $2.17 ($10 bill

payment) or $12.17 ($20 bill payment)

Double check it before you bag it.

Keep the pass-through window area clean and neat

Customers judge our cleanliness and food safety by what they see at eye-level from

their cars

Double-handed exchange at the window and repeat the order to the guest as you hand it

out to the car

Smile.

After Busy Shifts debrief successes and problem areas at drive-through Focus on peak periods

Continuously ImproveKeep the outside as clean as the inside

Define Targets Daily

In manager meetings set goals for Drive-Thru every day along with pre-shift meeting topics in these areas :

SpeedSales

AccuracyService

Consider Drive-Thru Team Shift Sales Contests

• Most Beverages Sold at Drive-Thru (versus comparable day/week/month)• Most Desserts Sold• Highest percentage total sales over yesterday (or a comparable day from

last week)• Bingo (design a card with 9-12 menu items. Offer a prize for the most sold

in a line)• Always thanks every one for their contribution publicly (or counsel lack of

contribution privately) • Share sales goals in pre-shift meeting, share sales results with each team

member before they leave• Have visible scoreboards/scorecards for your teams