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Fazoli's upgrades drive-thru process

Fazoli’s is shifting drive-thru operations into overdrive, turning attention to increased promptness and order accuracy at the drive-thru window.

August 3, 2015

Fazoli’s is shifting drive-thru operations into overdrive, turning its attention to increased promptness and order accuracy at the drive-thru window.

Its new "Drive Under 5" initiative, launched July 30 at all 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 within five minutes or less, according to a company press release.

"Fazoli’s today competes with fast-casual and casual chains, which typically do not have drive-thrus," said 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 menu boards 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, Howard said. The drive-thru accounts for over one-third of system sales, added Howard.

New queuing line messaging emphasizes Fazoli’s "freshly-made to order" entrees and reminds guests 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 said.