“The double drive-thru allows us to maintain a pretty steady flow of traffic,” says Mike Silvers, corporate construction manager for Checkers Drive-In.
He says the cost of building these two-lane wonders isn’t significantly more than the cost of constructing a restaurant with a traditional drive-thru, thanks to the use of modular buildings designed specifically for the task of servicing two sides of traffic.
The drawback is that some municipalities, such as Atlanta have banned two-lane drive-thrus for aesthetic and traffic reasons, limiting potential building sites.
An often overlooked but vital component to the drive-thru is the window itself. Without this innovation the drive-thru concept wouldn’t even be possible. And if you think just any window will do, think again.
Take, for instance, a drive-thru coffee operation, where baristas often have their hands full of hot coffee to pass along to customers. If they also have to crank a lever or push a button to open and close the door, the likelihood of a dangerous spill increases. Newer windows can eliminate this concern by opening automatically when a crew member’s body passes through a laser beam trigger.
The design of cars today has also presented a challenge at the drive-thru. Modern sport-utility vehicles sit higher than compact cars, so windows need to be appropriately sized to serve a variety of automobile heights.
Another trend at the window, says Steve Bert, national sales manager for Quikserv Corp., is allowing customers to enter payment information themselves. “A lot of people are adding card readers to the window now,” he says. “That's made a huge difference.”
Phil Tondelli, managing director for ReadyAccess, says biparting windows that allow two employees to work out of the same window can also improve efficiency. Crew member safety is also important, especially when many chains are expanding operating hours into the night. Bulletproof windows that open for face-to-face customer contact during the day but can remain closed, with a speaker system and security drawer for accepting cash and delivering food, at night are a good option, Tondelli says.
Technology and building innovations can do a great deal for the efficiency of a drive-thru operation, but ultimately quick-service employees are the foundation for a speedy delivery.
“Working in the drive-thru, for someone looking to improve it, is an essential first step,” Godward says. “A well-trained staff is indispensable. But obviously, in a well-designed system they will do even better.”