Face to Face Drive Thru

Many of you have noticed over the past few months that when you pull into the drive-thru lane we have a team member outside at the menu board ready to take your order. This process, which is approved and encouraged by Chick-fil-A, Inc. is called Face-to-Face Ordering. Face-to-Face began several years ago in Austin, TX because some city limits decided that having an order box in the drive-thru lane was considered "noise pollution" and they were not allowed to be installed at our new locations. Thru the ingenuity of some owners, they figured out a way to take orders in the drive-thru lane without using a speaker box. These original stores used walkie-talkies, cell phones and finally figured out a way to use headsets. But, what they also found using this process was an enormous amount of benefits for any Chick-fil-A location:

• Speed in the drive thru was almost doubled


• Order accuracy went to 100%


• The wait time for a customer on special orders went down


• Traffic congestion was eased in the parking lot


• Customers told us they loved interacting with a person and not a box


• Customers rated their overall experience higher

At Chick-fil-A Founders Square, here in Flower Mound, we employ Face-to-Face ordering during peak business hours. Your experience should always go something like this:

• You pull up in the drive-thru lane


• You are greeted by a Chick-fil-A team member


• They ask if you already know what you would like to order or do you need to see a menu


• The team member listens to your order and writes it down. They repeat the order back to you.


• They call in your order and give you a total

On a typical day, we have seen great results with Face-to-Face at our location. Here are a few:

• Instead of 78 cars in an hours, we have done up to 130 cars in that same hour


• Order accuracy is at 100%


• After the initial change, customers have rated their experience higher


• Special orders wait less at the window or in a parking spot

I know that pulling up to drive-thru and seeing someone standing there to take your order may seem a little awkward at first, but give it a try. It really is a faster more pleasant experience that you will come back for time and again.