Chick-fil-A is one of the most popular quick-service restaurants in the southern states, and its drive-thru has consistently provided food to customers on the go thanks in large part to its 'Face-to-Face Ordering' system. Rather than saving ordering for a single spot in the drive-thru line, Chick-fil-A sends out staff during peak hours to take customers' orders in person, drastically speeding up the ordering process as a whole.
Face-to-Face Ordering may seem low tech in comparison to ordering through a radio system or even a touchscreen at a set point in the drive-thru line, but that belies the innovation of the solution. First of all, staff are simply far more mobile and agile than any available tech, giving them the ability to take multiple cars' orders in far less time. Then, those staff are equipped with tablets that let them send orders through to the restaurant immediately, so they don't need to constantly shuttle back and forth between the drive-thru line and the restaurant.
Face-to-Face Drive-Thru Ordering
Chick-fil-A's 'Face-to-Face Ordering' Speeds Up Its Drive-Thru
Trend Themes
1. Mobile Ordering - Mobile ordering solutions that allow staff to effectively manage customer requests on handheld devices and send them to the kitchen for preparation are poised to help restaurants handle more orders faster and reduce wait times for customers.
2. Staff Training - Improving staff training to ensure that they can handle complex orders and provide faster service can help restaurants streamline their operations and reduce wait times for customers.
3. Hyper-personalization - Adding more personalized options to customers' orders can help restaurants differentiate themselves and build customer loyalty, improving their competitive advantage in the market.
Industry Implications
1. Fast Food Restaurants - Fast food restaurants can implement mobile ordering solutions and staff training programs to provide faster, more personalized service to customers while helping to streamline their operations and reduce wait times.
2. Retail - Retail outlets can benefit from mobile ordering solutions that allow staff to serve customers faster and improve the overall shopping experience, particularly during peak hours.
3. Hospitality - The hospitality industry can improve the guest experience by implementing mobile ordering solutions, staff training programs and hyper-personalization techniques that are tailored to individual preferences and needs, helping to build customer loyalty and satisfaction.