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Improving Drive-thru Service Times

UpdatedJuly 7, 2025
KeyAction Steps
Energetic focused expeditor in position 5
  1. Expeditor in position 5 has a positive attitude about service
  2. Expeditor in position 5 stays in position and drives the business
  3. Expeditor in position 5 has an energetic sense of urgency
Store has proper staffing levels to fill positions
  1. Develop a daily guide of numbers needed to staff store for each day part
  2. Schedule each peak period using deployment planning sheets
  3. Use the availability chart to determine needs
Ensure that Backline Coordinator has par levels displayed on monitor and these are communicated to team
  1. Use the Par level chart and Bin level charts daily to establish product levels
  2. Par level screen should be displayed on backline monitor at all times
  3. Have a “mini meeting” prior to peak periods to communicate everyone’s responsibilities to meet projections
  4. All team members should communicate on an ongoing basis with backline coordinator the specific levels of product on hand
All managers and crew working from the speaker
  1. Ensure that #2, #3, and #5 are all wearing headsets
  2. Sandwich maker is pulling wrap and toasting buns as sandwiches are ordered
Having an “Ace” in position 3
  1. Ensure person in #3 can immediately answer speaker
  2. Person in #3 must be knowledgeable about menu to answer questions fast
  3. #3 must be friendly and able to complete all steps in less than 25 seconds
Keep key positions locked down during peak
  1. Positions must stay locked in during peak
  2. Ensure a good pre-rush is completed so none of these positions leave line
Full hands out the window
  1. Drink and straw handed to customer as customer is handing you payment
Set measurable goals and celebrate successes
  1. Communicate a measurable, realistic goal to reach each peak period
  2. Challenge team to meet goal and celebrate when met
  3. Develop competition between other shifts and other stores
Teach the “Shift to Assist” method of deployment
  1. Teach positions to shift over and assist other positions (Example: #5 can shift to pull drinks for #3)
  2. The highest number deployment position filled will be the most flexible to shift and assist
Review drive thru director throughout shift to compare with other stores
  1. Communicate with team continuously
  2. Celebrate the wins
  3. Coach towards continuous improvement
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