Doug Watson, President and CEO of The Howard Company, discusses "Drive-Thru 2020+".
The events of 2020 have made some things pretty clear to most quick service restaurant operators - drive-thru is essential. Many have found that theirs just has not measured up. Doug summarizes what he sees happening now and what is coming in the near future:
- Operators pivoted quickly and found ways to make the most of their existing infrastructure. Now they are looking at permanent improvements.
- In order to maintain revenue, improving throughput is a focus.
- Site footprints will be changing dramatically.
- Drive-thru lanes, app/web ordering lanes and third-party delivery space have to be designed for both optimal guest experiences and efficiency.
The drive-thru of the future - 2020 and beyond - is going to look a lot different. Enhancements to technology, site planning, and multiple revenue streams have to start with a focus on the guest. No longer can businesses just put a menu sign in a parking lot. Watch Doug's video to hear his thoughts after more than 30 years in the industry.