For chains looking to stay relevant into the new decade, improvements based on pricing and order verification are the most popular with consumers. But beyond POS upgrades, special focus should also be paid to your drive-thru crew. Yes, the lunch rush is hectic. But one bad experience can ruin a consumer's perspective of your brand, and employees are at the root of two of the top consumer turn offs (employees not paying enough attention to the line and employees acting immaturely or playing). Together, they are the easiest way to lose customers. In fact, it was teen consumers that were most turned off by crew members on break who were hanging out, talking to friends, or smoking.