Add a Drive-Thru

Drive-Thru Basics: A Guide to Get You Started

A lot goes into running a successful drive-thru operation: from menu boards and lane layout to headset and crew training, transitioning your restaurant to a drive-thru operation is no easy task. Click the numbers below to help you identify your restaurant needs and better determine which solution are best for your business.

Entrance and Exit Markings

Make it easy and keep it simple: entry and exit points, parking spots, pull forward spaces, curbside pickup, and mobile orders should all be easy to find. In the drive-thru, first impressions are made way before the customer reaches the order post. Failure to properly mark the entrances and exits will confuse your customers.

Expert Tip:

Personalize the customer experience with branded "welcome" and "thank you" signs as well as other fun messages.

Preview Boards & Menu Boards

A preview board is the first opportunity to share your menu with customers. Though a preview board is optional, it can help customers decide quicker on what they want to order, which helps increase service speed. Whether you choose digital or traditional, both preview boards and menu boards must be strategically placed and positioned for maximum visibility.

Expert Tip:

Position the menu board so that both the car at the order point and the next car can see it to help speed up the ordering process.

Lane Layout

A well-designed drive-thru lane can accommodate 9 to 12 cars from entry point to pick-up. The complexity of the drive-thru lane layout can be intimidating: How much distance should there be from the order point to the cashier window? How far from the curb should the speaker post be placed? It's normal to not have all the answers. Connect with our team of experts to guide you from beginning to end.

Expert Tip:

Keep enough space for a car in-between the cashier and pickup windows. Why? This keeps the car queue lined up with the cashier/pickup windows to ensure a seamless transaction flow.

Speaker & Microphone

The speaker should be mounted tightly to prevent the speaker enclosure from rattling. Rattle distorts the sound and makes it difficult to understand the order taker. If your restaurant is in a windy area, protect the microphone from the wind. The speaker and mic are connected to the headset system that your crew is using, so the overall quality of the drive-thru audio will depend on the type of system you select.

Expert Tip:

Speaker and microphone should be placed as close to the customer as possible to ensure the best sound quality.

FREE DOWNLOAD:
Strategies for Improving Your Drive-Thru Communication

Order Confirmation Screen

The order confirmation screen is integrated to the POS system. This screen enables customers to see and review their order, instead of having the order taker repeat it to them, before moving on to the cashier window. The order confirmation screen can be mounted within the speaker post or can be part of your menu board.

Expert Tip:

Digital menu boards can now also serve as your order confirmation screen, which also adds an opportunity for visually appealing suggestive selling.

Vehicle Detection

Vehicle detection helps you manage your drive-thru by using magnetic loops placed underground. For example, the loop at the order post alerts the crew through the drive-thru communication system that a vehicle has arrived. Other types of detection include ultrasonic and wireless detectors, the latter option being the most ideal for curbside, mobile ordering, and other drive-thru applications.

Expert Tip:

Use a timing system and install detection loops at lane entry, speaker post and each window for greater visibility to speed of service metrics.

Drive-Thru Communications

Drive-thru communication systems range between analog, digital, and high definition. Analog systems are the most affordable, but also the oldest technology on the market. For the best sound quality, check out NEXEO | HDX™ platform, with HDX Digital Audio, it's the latest in HD Audio for drive-thru communication. Order takers and customers alike will experience true voice clarity, resulting in improved order accuracy and faster speed of service.

Expert Tip:

HME uses patented Wideband technology — no one else on the market has anything like it — and takes drive-thru HD audio to the next level with NEXEO | HDX.

Wondering what HD drive-thru audio sounds like?

Drive-Thru Timers

The faster you serve customers, the more vehicles you can serve overall. Maximizing the capacity of the drive-thru lane results in an increase in revenue. So how do you accomplish this? By tracking drive-thru metrics and making informed assessments to eliminate bottlenecks, resulting in improved service times, more car counts, and greater profitability.

Ready to improve speed of service and maximize profits?

Expert Tip:

Adding gaming to your drive-thru helps motivate crews by appealing to their competitive nature. Add fun contests and awards to drive-thru performance with the ZOOM Nitro^™ system and give new life to your drive-thru operation.

FREE DOWNLOAD:
Optimize Drive-Thru Operations with Speed-of-Service Timers

Pull Forward, Mobile Orders, and Curbside Pickup

Pull forward parking spots are waiting areas for drive-thru guests. Mobile and curbside pickup are also designated parking spots, but the customer does not enter the drive-thru lane. If you add vehicle detectors to these spots, you'll be able to track wait times on your timer dashboard so you can ensure speed and efficiency for all your customers.

Expert Tip:

Mobile apps enable an easier and faster ordering and payment process, significantly reducing the time spent in the drive-thru and practically eliminates in-person contact.

Crew Training

Add routine training to your operational needs to empower your team with the information they need to properly use headsets, timers, POS system, etc. For HME equipment, log in to your free online training portal for unlimited access to videos, manuals, and other supporting documents. Whether you are learning the basics or are looking for tips and resources for continuous improvement, you'll find the tools you need available at your fingertips.

Expert Tip:

Give your crew specific service goals. They'll work better when they know what results to push for, and it also gives you an opportunity to reward their accomplishments.

Face-to-Face Ordering

During peak periods, using face-to-face ordering in the drive-thru allows for the order to be taken before the customer reaches the order point. Team members are positioned outside to take orders from a tablet, walking up to each vehicle to keep the order process flowing, giving the kitchen crew more time to prepare each order. This option also enables you to greet customers as soon as they arrive.

Expert Tip:

Face-to-face ordering helps keep the customer from leaving when the line is long because they feel committed to the process once they place their order.

Add a Drive-Thru

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Drive-Thru Basics: A Guide to Get You Started

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