With American families on the run like never before, Fazoli’s is shifting drive-thru operations into overdrive. After improving its menu offerings and in-restaurant hospitality, the premium Italian quick-service chain is turning attention to increased promptness and accuracy of orders at its popular drive-thru window.
The new “Drive Under 5” initiative, launched July 30 at all of Fazoli’s company-owned locations, combines streamlined, easier to read menu boards, new packaging, and designated parking with procedures to triple-check every order for accuracy with the goal of delivering orders to guests within five minutes or less.
Drive thrus have been part of the Fazoli’s concept for more than 20 years. More than 90 percent of the brand’s restaurants have them; they account for over one-third of system sales. “Fazoli’s today competes with fast-casual and casual chains, which typically do not have drive-thrus,” says Carl Howard, president and CEO. “The combination of freshly prepared food, delivered even more quickly at a pick-up window, gives our guests one more reason to visit more often.”
Restaurant updates include more headsets and new scripting to enhance communications between guests and staff, updated menuboards with a simplified layout, and optimized drive-thru procedures. New packaging with clear lids will aid in order accuracy, while designated parking spots for guests’ orders needing a little extra time will keep the drive-thru line moving.
New queuing line messaging emphasizes Fazoli’s “freshly made to order” entrées and reminds guests that their food isn’t prepared until they order it. Speed monitors also will keep staff apprised of guest wait times and encourage friendly competition between shift employees.
“The ‘Drive Under 5’ initiative is another example of how we are working to strengthen unit performance and differentiate Fazoli’s from other concepts,” Howard adds.