Nobody wants to spend their day stuck in a drive-thru lane. But when you’re craving a burger and shake and time is tight, it’s the price you pay. Most fast-food customers don’t clock the minutes they wait, but they feel the drag when it’s too long.
On average, drive-thru times are over six minutes, which is lengthy and can turn customers away for good. Speed is crucial in this industry, but many fast-food joints struggle to keep up with customers’ expectations.
Eric Knott, CEO at Tiki Taco, understands these challenges and offers insights on speeding up service. We’ll also explore how FasterLines’ Quality Process Management system can help make QSR operations smoother, faster, and more profitable.
The Modern-Day Challenges in QSRs
Manual processes are the bane of fast food. They slow things down and open the door to human error. From order-taking to inventory management, doing things by hand doesn’t cut it anymore. Many QSRs are stuck in the past, handling invoices and payments manually. This old-school approach isn’t just slow—it’s full of mistakes that can disrupt your flow.
Additionally, the struggle to find enough staff is real. Labor shortages mean existing employees are stretched thin, leading to burnout and decreased service quality. How do you maintain high service standards with fewer hands on deck?
Customer Expectations
Customers want the most efficient service and expect nothing less from QSRs. The rise of mobile ordering has only ramped up these expectations. This poses one of the biggest challenges for QSRs. Customers expect lightning-fast service whether dining in, picking up, or ordering delivery.
Patrons also expect their orders to be accurate and their food to taste great every time. Balancing speed with quality can be challenging, especially when dealing with high volumes of orders.
Eric Knott shares some golden nuggets of wisdom on how to improve service delivery in QSRs. “Success in the drive-thru comes down to the team being 100% engaged in the guest experience,” says the former COO at PDQ Restaurants. Here are some key takeaways from his approach:
1. Engage Your Team
Knott believes a fully engaged team is required for a smoother experience. Technology plays a big role here. “If I can take someone with a tablet outside and get the information in the order faster, that means the kitchen can execute it faster,” he explains. Simple tweaks are sometimes all it takes to reduce wait times and speed up service.
2. Optimize Your Menu and POS Systems
A well-designed menu and efficient point-of-sale (POS) systems are important. Knott notes, “Your menu being laid out correctly and your point of sale not interrupting the guest as they place their order speeds up service and creates less friction for the guest and the team.” By optimizing these elements, you can simplify the ordering process and enhance service speed.
3. Use Timing Systems
Implementing timing systems at every stage of the drive-thru process can greatly enhance efficiency. Knott explains, “A timing system for service, ordering, and overall experience puts the team in a position to gamify the speed and allows leaders to follow up with their stores to break down where speed is lost.” By timing each step of the drive-thru operation—from taking orders to preparing and delivering food—QSRs can identify slow points and optimize their processes.
Achieving QSR Success With FasterLines QPM
Tackling the everyday challenges of slow service speeds and delays in QSRs requires robust solutions. FasterLines’ Quality Process Management system is designed to streamline operations and enhance customer satisfaction.
Here’s how we help:
Our technology integrates seamlessly with your existing POS and other systems. And it comes with training so your team can quickly get up to speed and use it effectively.
Our system gives you a constant, real-time view of your operations. You can see exactly where and when service slows down and fix it immediately. This means happier customers and a smoother operation overall.
With detailed data, you can conduct video reviews, provide focused training, and optimize your systems where needed. By knowing where service flow is interrupted, you can make precise improvements. Better flow means more customers served quickly, leading to higher satisfaction and more repeat business.
Conclusion
QSRs face significant challenges but can overcome them with the right strategies and tools. Eric Knott’s insights highlight the importance of team engagement, optimized systems, and real-time monitoring. By implementing these strategies, QSRs can exceed customer expectations and drive success.