of service. On the other side, we've all been through drive-thrus that have all the technology in the world yet can't ever get an accurate order out in a reasonable amount of time. My garage is full of power tools, yet I would never be called a craMany people have undoubtedly seen Lethal Weapon 2 and are familiar with the scene where Joe Pesci's character remarks, “Never go through the drive-thru. They *$?@ you in the drive-thru.” Not exactly flattering to the industry, huh?

In recent years, the intense focus many companies have placed on drive-thru service has gone miles to change that perception, but there is still a long way to go.

How has your company or restaurant performed over the past few years in the g3/QSR Drive-Thru Time Study? Tired of seeing the same companies on top? Wonder what they are doing and how they are doing it? The technological advances of the past few years have made our jobs easier and guest experience better. With technology, however, there is a tendency to use it as a crutch and rely on it too heavily.

Technological advances such as full-duplex headsets, timers, self-service kiosks, self-payment systems, order confirmation boards, and message repeaters have helped enhance speed of service. On the other side, we've all been through drive-thrus that have all the technology in the world yet can't ever get an accurate order out in a reasonable amount of time. My garage is full of power tools, yet I would never be called a craf

years, the intense focus many companies have placed on drive-thru service has gone miles to change that perception, but there is still a long way to go.

How has your company or restaurant performed over the past few years in the g3/QSR Drive-Thru Time Study? Tired of seeing the same companies on top? Wonder what they are doing and how they are doing it? The technological advances of the past few years have made our jobs easier and guest experience better. With technology, however, there is a tendency to use it as a crutch and rely on it too heavily.

Technological advances such as full-duplex headsets, timers, self-service kiosks, self-payment systems, order confirmation boards, and message repeaters have helped enhance speed of service. On the other side, we've all been through drive-thrus that have all the technology in the world yet can't ever get an accurate order out in a reasonable amount of time. My garage is full of power tools, yet I would never be called a cra

hru Time Study? Tired of seeing the same companies on top? Wonder what they are doing and how they are doing it? The technological advances of the past few years have made our jobs easier and guest experience better. With technology, however, there is a tendency to use it as a crutch and rely on it too heavily.

Technological advances such as full-duplex headsets, timers, self-service kiosks, self-payment systems, order confirmation boards, and message repeaters have helped enhance speed of service. On the other side, we've all been through drive-thrus that have all the technology in the world yet can't ever get an accurate order out in a reasonable amount of time. My garage is full of power tools, yet I would never be called a cra

is a tendency to use it as a crutch and rely on it too heavily.

Technological advances such as full-duplex headsets, timers, self-service kiosks, self-payment systems, order confirmation boards, and message repeaters have helped enhance speed of service. On the other side, we've all been through drive-thrus that have all the technology in the world yet can't ever get an accurate order out in a reasonable amount of time. My garage is full of power tools, yet I would never be called a cra

of service. On the other side, we've all been through drive-thrus that have all the technology in the world yet can't ever get an accurate order out in a reasonable amount of time. My garage is full of power tools, yet I would never be called a craftsman.

Much has been written about Pal's Sudden Service—the 2001 Malcolm Baldridge Quality Service Winner. The 19-unit chain in Tennessee and Virginia consistently runs drive-thru times of 20 seconds at the window and tracks one mistake for every 3,300 orders. Now that's drive-thru excellence. Their systems are designed to deliver speed and accuracy. Are yours? Or are you relying on technology to overcome the operational deficiencies?

The big picture of drive-thru success is to ensure that your systems enhance speed and accuracy. Sales increases will follow as the word gets out that your drive-thru is fast and accurate. People will wait if they know the line will move quickly. So what can you do?

Track and communicate the goals and current performance—Every company's drive-thru goal is different. Does your staff know what a great drive-thru time for your company is? Do they know where they currently stand? Does your management team know how to improve it?

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