CA2044467C - Order taking system for a drive through restaurant - Google Patents
Order taking system for a drive through restaurantInfo
- Publication number
- CA2044467C CA2044467C CA 2044467 CA2044467A CA2044467C CA 2044467 C CA2044467 C CA 2044467C CA 2044467 CA2044467 CA 2044467 CA 2044467 A CA2044467 A CA 2044467A CA 2044467 C CA2044467 C CA 2044467C
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- Prior art keywords
- order
- screen
- improvement
- restaurant
- taker
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Expired - Lifetime
Links
- 238000004891 communication Methods 0.000 claims abstract description 25
- 230000006872 improvement Effects 0.000 claims abstract description 15
- 238000001514 detection method Methods 0.000 claims abstract description 10
- 238000013459 approach Methods 0.000 claims abstract description 7
- 238000012795 verification Methods 0.000 claims description 3
- 230000009286 beneficial effect Effects 0.000 description 8
- 230000008901 benefit Effects 0.000 description 3
- 230000003068 static effect Effects 0.000 description 3
- 230000003111 delayed effect Effects 0.000 description 2
- 230000001737 promoting effect Effects 0.000 description 2
- 230000000007 visual effect Effects 0.000 description 2
- PCLIRWBVOVZTOK-UHFFFAOYSA-M 2-(1-methylpyrrolidin-1-ium-1-yl)ethyl 2-hydroxy-2,2-diphenylacetate;iodide Chemical compound [I-].C=1C=CC=CC=1C(O)(C=1C=CC=CC=1)C(=O)OCC[N+]1(C)CCCC1 PCLIRWBVOVZTOK-UHFFFAOYSA-M 0.000 description 1
- 230000002411 adverse Effects 0.000 description 1
- 239000000571 coke Substances 0.000 description 1
- 230000002860 competitive effect Effects 0.000 description 1
- 230000001419 dependent effect Effects 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 238000011065 in-situ storage Methods 0.000 description 1
- 238000009434 installation Methods 0.000 description 1
- 230000003993 interaction Effects 0.000 description 1
- 239000008267 milk Substances 0.000 description 1
- 210000004080 milk Anatomy 0.000 description 1
- 235000013336 milk Nutrition 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 230000004083 survival effect Effects 0.000 description 1
- 238000012549 training Methods 0.000 description 1
- 230000001755 vocal effect Effects 0.000 description 1
Classifications
-
- E—FIXED CONSTRUCTIONS
- E04—BUILDING
- E04H—BUILDINGS OR LIKE STRUCTURES FOR PARTICULAR PURPOSES; SWIMMING OR SPLASH BATHS OR POOLS; MASTS; FENCING; TENTS OR CANOPIES, IN GENERAL
- E04H14/00—Buildings for combinations of different purposes not covered by any single one of main groups E04H1/00-E04H13/00 of this subclass, e.g. for double purpose; Buildings of the drive-in type
-
- A—HUMAN NECESSITIES
- A47—FURNITURE; DOMESTIC ARTICLES OR APPLIANCES; COFFEE MILLS; SPICE MILLS; SUCTION CLEANERS IN GENERAL
- A47F—SPECIAL FURNITURE, FITTINGS, OR ACCESSORIES FOR SHOPS, STOREHOUSES, BARS, RESTAURANTS OR THE LIKE; PAYING COUNTERS
- A47F10/00—Furniture or installations specially adapted to particular types of service systems, not otherwise provided for
-
- E—FIXED CONSTRUCTIONS
- E04—BUILDING
- E04H—BUILDINGS OR LIKE STRUCTURES FOR PARTICULAR PURPOSES; SWIMMING OR SPLASH BATHS OR POOLS; MASTS; FENCING; TENTS OR CANOPIES, IN GENERAL
- E04H3/00—Buildings or groups of buildings for public or similar purposes; Institutions, e.g. infirmaries or prisons
- E04H3/02—Hotels; Motels; Coffee-houses; Restaurants; Shops; Department stores
- E04H3/04—Restaurants or shops having arrangements for self-service
-
- G—PHYSICS
- G07—CHECKING-DEVICES
- G07F—COIN-FREED OR LIKE APPARATUS
- G07F7/00—Mechanisms actuated by objects other than coins to free or to actuate vending, hiring, coin or paper currency dispensing or refunding apparatus
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- Engineering & Computer Science (AREA)
- Architecture (AREA)
- Civil Engineering (AREA)
- Structural Engineering (AREA)
- Physics & Mathematics (AREA)
- General Physics & Mathematics (AREA)
- Toys (AREA)
Abstract
An improvement in an order taking system for a drive through restaurant having a menu board outside of the restaurant, an order taking station within the restaurant, two way audio communication between vehicles positioned at the menu board and the order taking station, and means for detecting the approach of a vehicle to the menu board. The improvement consists of a display screen positioned at the menu board. A video source is linked to the display screen and the vehicle detection means, such that the video source outputs a preset screen play sequence upon receiving a signal from the vehicle detection means.
Description
-The present invention relates to an Improvement in an Order taking System of a Drive Through Restaurant.
5 R""Kal~.OUND OF THE INVENTION
There are numerous drive through restaurants throughout North America. The order taking systems at these restaurants generally consist of a menu board on which is mounted two way audio communication equipment.
This audio communication equipment is generally simplex communication equipment, as simplex equipment is much cheaper than duplex communication equipment at the present time. With simplex equipment the communication is one way at any one time, as opposed to duplex equipment which 15 operates like a telephone. A sensor is positioned to alert personnel within the restaurant when a vehicle approaches the menu board. One of the restaurant personnel is designated as an "order taker" and is positioned at an order taking station inside the restaurant. The order taker's position is considered critical as he or she is the only one of the restaurant's personnel that interacts with customers in their vehicles. Drive through restaurants are a highly competitive service industry; the growth and survival of a restaurant's business is dependent upon providing good service in a cost effective manner.
It is extremely difficult to maintain a consistent high quality service through a chain of restaurants.
Attempts are made to carefully select the order takers from available personnel and provide them with training in human relations, however, human interaction is complex and the expectations of the customers are high. If the customer is not greeted within a few seconds of arriving at the menu board he starts to question whether his arrival has gone undetected and becomes impatient. The order taker plays a public relations role of greeting the customer in a timely fashion and interacting with the customers. Customers can be easily offended, and once offended they will patronize other establishments. The order taker also plays an information role of informing customers of special items ~, which are featured which may not be shown on menu. Of course, the order taker plays a communication role of accurately informing restaurant personnel of the order placed by the customer.
In addition to presenting a public relations concern, poor communications prevent increased traffic through drive through restaurants. It is only by improving communication that the traffic volume through drive through restaurants may be increased. Furthermore, all drive through restaurants experience erratic traffic patterns. This results in costly overstaffing during slow periods and in occasional substandard service even by the most experienced order takers during busy periods.
SU~ARY OF THE INVENTION
What is required is an order taking system for a drive through restaurant which will ease the demands placed upon the order taker and improve communication to enable improved service to customers.
According to the present invention there is provided an improvement in an order taking system for a drive through restaurant having a menu board outside of the restaurant, an order taking station within the restaurant, two way audio communication between vehicles positioned at the menu board and the order taking station, and means for detecting the approach of a vehicle to the menu board. The improvement is comprised of a display screen positioned at the menu board. A video source is linked to the display screen and the vehicle detection means, such that the video source outputs a preset screen play sequence upon receiving a signal from the vehicle detection means.
The screen play sequence typically contains a greeting to inform the customer that restaurant personnel are aware of his or her presence and then entertains the customer until the order taker is in a position to take the order.
Z0444~7 Although beneficial results may be obtained through the use of the improvement as described, the screen plays in such a system must be of extremely short duration or at peak periods the screen play sequence may actually slow down the flow of traffic through the drive through restaurant. Even more beneficial results may therefore be obtained by providing a link to the order taking station, such that the order taker at the order taking station may prematurely terminate the screen play sequence and enter the screen play sequence when ready to take the order.
The screens can be as elaborate as desired from static computer graphics to dynamic animated videos. Where the order taker has the ability to enter the screen play sequence, the screen play sequence can be a repeating "loop" which will play continuously until the order taker enters the screen play sequence. Where the order taker enters the screen play sequence, an exiting screen can be provided. The exiting screen would typically thank the customer for the order and provide departure instructions.
With the order taking system as described it is possible to attain consistency in order taking. A chain of restaurants can set an order taking policy for use throughout all restaurants in the chain which is consistent with the corporate identity which the corporation wishes to project to the public. In addition, by assuming some of the responsibilities of the order taker, the system removes some of the stress which adversely effects the order takers performance, and, if desired, frees the order taker to perform tasks presently being performed by other personnel thereby lessening staffing requirements.
Although beneficial results may be obtained from the order taking system as described, books on human communication cite studies which establish that over 55% of human communication is non-verbal. This means that an audio drive through system tends unavoidably to be impersonal. Even more beneficial results may therefore be .
obtained by having a camera positioned at the order taking station focused on the order taker so that the live image of the order taker appears on the display screen when the order taker enters the screen play sequence.
A further benefit of having a camera on the order taker is that the customer can see when the order taker is talking. This provides an enhancement to simplex audio communication, which is presently less costly than duplex audio installation.
Although beneficial results may be obtained from the order taking system as described, errors in order taking are unavoidable. The shortcomings of simplex communication become apparent during busy periods. As communication is only one way at a time, the order taker often inadvertently "cuts off" the customer, when a pause in the customers communication is mistakenly interpreted as the end of the order. This has resulted in a practise of repeating the order which is time consuming. The order taker is frequently faced with customers who are difficult to understand due to the fact that they mumble, turn away from the audio communication link while speaking, or have speech impe~ime~ts, accents, and the like. The words for items on the menu often have a similar cadence, such as the words "milk" and "coke". When an error occurs vehicles in the drive through system are delayed while the error is rectified. This is poor public relations not only with customer effected, but with all customers delayed as a result of the error. Even more beneficial results may therefore be obtained if the video source is a computer linked to a cash register at the order taking station so that cash register entries appear on the display screen to provide verification to the customer that the order taker has correctly entered the order. This does not prevent errors from occurring, but when they occur they are immediately identified and corrected. With less reliance upon audio communication, the traffic volume through the drive through restaurants can be increased.
20~4467 Although beneficial results may be obtained through the use of the order taking system as described, even more beneficial results may be obtained by having the computer linked with audio communications such that the screen play sequence is accomr~nied by a prerecorded audio script.
This permits simple audio accompaniment by playing corporate jingles or can be expanded to encompass elaborate coordinated audio-visual promotional presentations as part of the screen plays. It can be made part of an in situ promotional marketing strategy.
BRIEF ~C~TPTION OF THE DRAWINGS
These and other features of the invention will become more apparent from the following description in which reference is made to the appended drawings, wherein:
FIGURE 1 is a diagrammatic view of an order taking system for a drive through restaurant configured in accordance with the teachings of the present invention.
DE~TT-~n DESCRIPTION OF THE ~Kr;r-r;Kn~ EMBODIMENT
The preferred embodiment, an order taking system for a drive through restaurant generally identified by reference numeral 10, will now be described with reference to FIGURE 1.
Order taking system 10 has a number of features, some of which are known in the prior art. Those features which are common in the prior art will first be identified to clearly delineate the prior art from the invention.
Referring to FIGURE 1, a menu board 12 is positioned outside of a drive through restaurant 14. An order taking station 16 is positioned within restaurant 14. Two way audio communication is provided between vehicles 18 positioned at menu board 12 and order taking station 16 in the form of transmitter/receivers 20 and 22, respectively.
Meanæ is provided for detecting the approach of a vehicle 18 to menu board 12 in the form of a sensor 24.
The improvement consists of a display screen 26 positioned at menu board 12. A video source in the form of computer 28 is linked to display screen 26, vehicle detection sensor 24, and order taking station 16. It should be noted that there a number of alternate video sources that can be used. The system can work in a very basic form by using a video player, such as a video recorder (VCR) or a video disc player as the video source.
However, by using a computer the potential of the system is greatly expanded. Computer 28 activates a preset screen play sequence upon receiving a signal from vehicle detection sensor 24. An example of a preferred screen play sequence will hereinafter be further described in relation to use and operation of order taking system 10. An order taker 30 at order taking station 16 has a control panel 32.
Using control panel 32, order taker 30 can enter the screen play sequence when ready to take the order, and can modify the screen play sequence to suit traffic requirements. A
Video camera 34 is positioned at order taking station 16 focused on order taker 30 and linked with computer 28 so that the image of order taker 30 appears on display screen 26 as the order is being taken. Camera 34 is controlled by control panel 32 in either a manual or automatic mode.
When in the automatic mode the image of order taker 30 appears on the screen when order taker 30 activates his transmitter/receiver 22 to talk to the customer. Computer 28 is also linked to a cash register 36 at order taking station 16 so that cash register entries are superimposed on the image of order taker 30 which appears on display screen 26 to provide verification to the customer in vehicle 18 that order taker 30 has correctly entered the order.
The Use and operation of order taking system 10 will now be described with reference to FIGURE 1. In its most basic form, using a video player as a video source, the video player would output a preset screen play sequence of a few seconds time duration to display screen 26 upon receiving a signal from vehicle detection sensor 24. This Z044~67 _ 7 assumes one of the duties of order taker 30, and provides for a consistent greeting in keeping with a restaurants corporate image throughout a chain of restaurants.
However, using computer 28, the behaviour of the system is 5 much more intricate. Prior to vehicle 18 approaching menu board 12, the corporate logo of the restaurant appears on display screen 26 and a corporate jingle is played over transmitter/receiver 20. When vehicle 18 approaches menu board 12, the approach of vehicle 18 is sensed by vehicle detection sensor 24 which sends a signal to computer 28.
Computer 28 starts a screen play sequence on display screen 26 which is supplemented by the appropriate audio input through transmitter/receiver 20. The preferred screen play sequence consists of a greeting screen, an 15 intermediate screen, and an exiting screen. The screens can be as elaborate as desired from static computer graphics to dynamic animated videos. The first screen encountered by the customers in vehicle 18 is the greeting screen that informs the customer that restaurant personnel 20 are aware of his or her presence. The greeting screen can simply be the words "Welcome" in computer graphics, or it can be an animated audio/visual welcome by a cartoon character. After a preset greeting time of 5 seconds, the customers in vehicle 18 then views an intermediate screen 25 which will inform or entertain the customers until order taker 30 is in a position to take the order. The intermediate screen can be a static computer image of a "feature" product being sold for a limited time at a reduced price, or it can be an animated audio/visual presentation which may have as its object the entertainment of the customers or may showcase a "feature" product such as a toy in motion. The intermediate screen play would typically be a series consecutive presentations each of 5 seconds duration. Order taker 30 through control panel 32 35 can interrupt the intermediate screen play presentation and enter the screen play at any time after the initial 5 second presentation. When order taker 30 enters the screen play by pressing a button on control panel 32, camera 34 is activated and the image of order taker 30 appears on _ 8 display screen 26. Typically a mirror would be placed before order taker 30 in order to assist order taker 30 to ensure that the image that the customer in vehicle 18 views is well groomed, pleasant and smiling. All the time the customer in vehicle 18 is conversing with order taker 30, the customer is viewing the live image of order taker 30.
As order taker 30 enters the items ordered in cash register 36, the cash register entries appear in one corner of display screen 26 superimposed upon the image of order taker 30. Any miscommunication is immediately drawn to the attention of the customer who may then bring the matter to the attention of order taker 30. When the order has been placed, display screen 26 displays the exiting screen to the customer for a 5 second interval. The exiting screen thanks the customer for the order, provides departure instructions, and the total charge as totalled by cash register 36. The exiting screen can simply be the words "Thankyou ... Please proceed to window number one" or it can be an animated goodbye sequence by a cartoon character.
When faced with a heavy traffic volume, the order taker may shorten the time intervals of the screen plays through control panel 32. For example, each screen play could be shortened to a 2 second interval. It would be possible to omit the intermediate screen play entirely, but it is unlikely the order taker would wish to do this as it keeps the customer occupied until the order taker is in a position to take the order.
It will be apparent to one skilled in the art that the order taking system as described provides numerous advantages over existing order taking systems. Those advantages include: performing some of the duties of the order taker by greeting, informing, and thanking the customer thereby enabling a consistent corporate image to be projected; entert~in;ng the customer until the order taker is in a position to take the order; reducing the reliance upon the admittedly poor simplex audio communication; and generally improving communication so that an increased traffic volume may be serviced at a g higher level of service. It will be apparent to one skilled in the art that modifications can be made to the preferred embodiment without departing from the spirit and scope of the invention.
5 R""Kal~.OUND OF THE INVENTION
There are numerous drive through restaurants throughout North America. The order taking systems at these restaurants generally consist of a menu board on which is mounted two way audio communication equipment.
This audio communication equipment is generally simplex communication equipment, as simplex equipment is much cheaper than duplex communication equipment at the present time. With simplex equipment the communication is one way at any one time, as opposed to duplex equipment which 15 operates like a telephone. A sensor is positioned to alert personnel within the restaurant when a vehicle approaches the menu board. One of the restaurant personnel is designated as an "order taker" and is positioned at an order taking station inside the restaurant. The order taker's position is considered critical as he or she is the only one of the restaurant's personnel that interacts with customers in their vehicles. Drive through restaurants are a highly competitive service industry; the growth and survival of a restaurant's business is dependent upon providing good service in a cost effective manner.
It is extremely difficult to maintain a consistent high quality service through a chain of restaurants.
Attempts are made to carefully select the order takers from available personnel and provide them with training in human relations, however, human interaction is complex and the expectations of the customers are high. If the customer is not greeted within a few seconds of arriving at the menu board he starts to question whether his arrival has gone undetected and becomes impatient. The order taker plays a public relations role of greeting the customer in a timely fashion and interacting with the customers. Customers can be easily offended, and once offended they will patronize other establishments. The order taker also plays an information role of informing customers of special items ~, which are featured which may not be shown on menu. Of course, the order taker plays a communication role of accurately informing restaurant personnel of the order placed by the customer.
In addition to presenting a public relations concern, poor communications prevent increased traffic through drive through restaurants. It is only by improving communication that the traffic volume through drive through restaurants may be increased. Furthermore, all drive through restaurants experience erratic traffic patterns. This results in costly overstaffing during slow periods and in occasional substandard service even by the most experienced order takers during busy periods.
SU~ARY OF THE INVENTION
What is required is an order taking system for a drive through restaurant which will ease the demands placed upon the order taker and improve communication to enable improved service to customers.
According to the present invention there is provided an improvement in an order taking system for a drive through restaurant having a menu board outside of the restaurant, an order taking station within the restaurant, two way audio communication between vehicles positioned at the menu board and the order taking station, and means for detecting the approach of a vehicle to the menu board. The improvement is comprised of a display screen positioned at the menu board. A video source is linked to the display screen and the vehicle detection means, such that the video source outputs a preset screen play sequence upon receiving a signal from the vehicle detection means.
The screen play sequence typically contains a greeting to inform the customer that restaurant personnel are aware of his or her presence and then entertains the customer until the order taker is in a position to take the order.
Z0444~7 Although beneficial results may be obtained through the use of the improvement as described, the screen plays in such a system must be of extremely short duration or at peak periods the screen play sequence may actually slow down the flow of traffic through the drive through restaurant. Even more beneficial results may therefore be obtained by providing a link to the order taking station, such that the order taker at the order taking station may prematurely terminate the screen play sequence and enter the screen play sequence when ready to take the order.
The screens can be as elaborate as desired from static computer graphics to dynamic animated videos. Where the order taker has the ability to enter the screen play sequence, the screen play sequence can be a repeating "loop" which will play continuously until the order taker enters the screen play sequence. Where the order taker enters the screen play sequence, an exiting screen can be provided. The exiting screen would typically thank the customer for the order and provide departure instructions.
With the order taking system as described it is possible to attain consistency in order taking. A chain of restaurants can set an order taking policy for use throughout all restaurants in the chain which is consistent with the corporate identity which the corporation wishes to project to the public. In addition, by assuming some of the responsibilities of the order taker, the system removes some of the stress which adversely effects the order takers performance, and, if desired, frees the order taker to perform tasks presently being performed by other personnel thereby lessening staffing requirements.
Although beneficial results may be obtained from the order taking system as described, books on human communication cite studies which establish that over 55% of human communication is non-verbal. This means that an audio drive through system tends unavoidably to be impersonal. Even more beneficial results may therefore be .
obtained by having a camera positioned at the order taking station focused on the order taker so that the live image of the order taker appears on the display screen when the order taker enters the screen play sequence.
A further benefit of having a camera on the order taker is that the customer can see when the order taker is talking. This provides an enhancement to simplex audio communication, which is presently less costly than duplex audio installation.
Although beneficial results may be obtained from the order taking system as described, errors in order taking are unavoidable. The shortcomings of simplex communication become apparent during busy periods. As communication is only one way at a time, the order taker often inadvertently "cuts off" the customer, when a pause in the customers communication is mistakenly interpreted as the end of the order. This has resulted in a practise of repeating the order which is time consuming. The order taker is frequently faced with customers who are difficult to understand due to the fact that they mumble, turn away from the audio communication link while speaking, or have speech impe~ime~ts, accents, and the like. The words for items on the menu often have a similar cadence, such as the words "milk" and "coke". When an error occurs vehicles in the drive through system are delayed while the error is rectified. This is poor public relations not only with customer effected, but with all customers delayed as a result of the error. Even more beneficial results may therefore be obtained if the video source is a computer linked to a cash register at the order taking station so that cash register entries appear on the display screen to provide verification to the customer that the order taker has correctly entered the order. This does not prevent errors from occurring, but when they occur they are immediately identified and corrected. With less reliance upon audio communication, the traffic volume through the drive through restaurants can be increased.
20~4467 Although beneficial results may be obtained through the use of the order taking system as described, even more beneficial results may be obtained by having the computer linked with audio communications such that the screen play sequence is accomr~nied by a prerecorded audio script.
This permits simple audio accompaniment by playing corporate jingles or can be expanded to encompass elaborate coordinated audio-visual promotional presentations as part of the screen plays. It can be made part of an in situ promotional marketing strategy.
BRIEF ~C~TPTION OF THE DRAWINGS
These and other features of the invention will become more apparent from the following description in which reference is made to the appended drawings, wherein:
FIGURE 1 is a diagrammatic view of an order taking system for a drive through restaurant configured in accordance with the teachings of the present invention.
DE~TT-~n DESCRIPTION OF THE ~Kr;r-r;Kn~ EMBODIMENT
The preferred embodiment, an order taking system for a drive through restaurant generally identified by reference numeral 10, will now be described with reference to FIGURE 1.
Order taking system 10 has a number of features, some of which are known in the prior art. Those features which are common in the prior art will first be identified to clearly delineate the prior art from the invention.
Referring to FIGURE 1, a menu board 12 is positioned outside of a drive through restaurant 14. An order taking station 16 is positioned within restaurant 14. Two way audio communication is provided between vehicles 18 positioned at menu board 12 and order taking station 16 in the form of transmitter/receivers 20 and 22, respectively.
Meanæ is provided for detecting the approach of a vehicle 18 to menu board 12 in the form of a sensor 24.
The improvement consists of a display screen 26 positioned at menu board 12. A video source in the form of computer 28 is linked to display screen 26, vehicle detection sensor 24, and order taking station 16. It should be noted that there a number of alternate video sources that can be used. The system can work in a very basic form by using a video player, such as a video recorder (VCR) or a video disc player as the video source.
However, by using a computer the potential of the system is greatly expanded. Computer 28 activates a preset screen play sequence upon receiving a signal from vehicle detection sensor 24. An example of a preferred screen play sequence will hereinafter be further described in relation to use and operation of order taking system 10. An order taker 30 at order taking station 16 has a control panel 32.
Using control panel 32, order taker 30 can enter the screen play sequence when ready to take the order, and can modify the screen play sequence to suit traffic requirements. A
Video camera 34 is positioned at order taking station 16 focused on order taker 30 and linked with computer 28 so that the image of order taker 30 appears on display screen 26 as the order is being taken. Camera 34 is controlled by control panel 32 in either a manual or automatic mode.
When in the automatic mode the image of order taker 30 appears on the screen when order taker 30 activates his transmitter/receiver 22 to talk to the customer. Computer 28 is also linked to a cash register 36 at order taking station 16 so that cash register entries are superimposed on the image of order taker 30 which appears on display screen 26 to provide verification to the customer in vehicle 18 that order taker 30 has correctly entered the order.
The Use and operation of order taking system 10 will now be described with reference to FIGURE 1. In its most basic form, using a video player as a video source, the video player would output a preset screen play sequence of a few seconds time duration to display screen 26 upon receiving a signal from vehicle detection sensor 24. This Z044~67 _ 7 assumes one of the duties of order taker 30, and provides for a consistent greeting in keeping with a restaurants corporate image throughout a chain of restaurants.
However, using computer 28, the behaviour of the system is 5 much more intricate. Prior to vehicle 18 approaching menu board 12, the corporate logo of the restaurant appears on display screen 26 and a corporate jingle is played over transmitter/receiver 20. When vehicle 18 approaches menu board 12, the approach of vehicle 18 is sensed by vehicle detection sensor 24 which sends a signal to computer 28.
Computer 28 starts a screen play sequence on display screen 26 which is supplemented by the appropriate audio input through transmitter/receiver 20. The preferred screen play sequence consists of a greeting screen, an 15 intermediate screen, and an exiting screen. The screens can be as elaborate as desired from static computer graphics to dynamic animated videos. The first screen encountered by the customers in vehicle 18 is the greeting screen that informs the customer that restaurant personnel 20 are aware of his or her presence. The greeting screen can simply be the words "Welcome" in computer graphics, or it can be an animated audio/visual welcome by a cartoon character. After a preset greeting time of 5 seconds, the customers in vehicle 18 then views an intermediate screen 25 which will inform or entertain the customers until order taker 30 is in a position to take the order. The intermediate screen can be a static computer image of a "feature" product being sold for a limited time at a reduced price, or it can be an animated audio/visual presentation which may have as its object the entertainment of the customers or may showcase a "feature" product such as a toy in motion. The intermediate screen play would typically be a series consecutive presentations each of 5 seconds duration. Order taker 30 through control panel 32 35 can interrupt the intermediate screen play presentation and enter the screen play at any time after the initial 5 second presentation. When order taker 30 enters the screen play by pressing a button on control panel 32, camera 34 is activated and the image of order taker 30 appears on _ 8 display screen 26. Typically a mirror would be placed before order taker 30 in order to assist order taker 30 to ensure that the image that the customer in vehicle 18 views is well groomed, pleasant and smiling. All the time the customer in vehicle 18 is conversing with order taker 30, the customer is viewing the live image of order taker 30.
As order taker 30 enters the items ordered in cash register 36, the cash register entries appear in one corner of display screen 26 superimposed upon the image of order taker 30. Any miscommunication is immediately drawn to the attention of the customer who may then bring the matter to the attention of order taker 30. When the order has been placed, display screen 26 displays the exiting screen to the customer for a 5 second interval. The exiting screen thanks the customer for the order, provides departure instructions, and the total charge as totalled by cash register 36. The exiting screen can simply be the words "Thankyou ... Please proceed to window number one" or it can be an animated goodbye sequence by a cartoon character.
When faced with a heavy traffic volume, the order taker may shorten the time intervals of the screen plays through control panel 32. For example, each screen play could be shortened to a 2 second interval. It would be possible to omit the intermediate screen play entirely, but it is unlikely the order taker would wish to do this as it keeps the customer occupied until the order taker is in a position to take the order.
It will be apparent to one skilled in the art that the order taking system as described provides numerous advantages over existing order taking systems. Those advantages include: performing some of the duties of the order taker by greeting, informing, and thanking the customer thereby enabling a consistent corporate image to be projected; entert~in;ng the customer until the order taker is in a position to take the order; reducing the reliance upon the admittedly poor simplex audio communication; and generally improving communication so that an increased traffic volume may be serviced at a g higher level of service. It will be apparent to one skilled in the art that modifications can be made to the preferred embodiment without departing from the spirit and scope of the invention.
Claims (7)
1. An improvement in an order taking system for a drive through restaurant having a menu board outside of the restaurant, an order taking station within the restaurant, two way audio communication between vehicles positioned at the menu board and the order taking station, and means for detecting the approach of a vehicle to the menu board, the improvement comprising:
a. a display screen positioned at the menu board;
b. a prerecorded video source linked to the display screen and the vehicle detection means, such that the prerecorded video source outputs a prerecorded screen play sequence on the display screen upon receiving a signal from the vehicle detection means.
a. a display screen positioned at the menu board;
b. a prerecorded video source linked to the display screen and the vehicle detection means, such that the prerecorded video source outputs a prerecorded screen play sequence on the display screen upon receiving a signal from the vehicle detection means.
2. The improvement as defined in Claim 1, linked to the order taking station such that an order taker at the order taking station can enter the prerecorded screen play sequence when ready to take the order.
3. The improvement as defined in Claim 2, the prerecorded screen play sequence being:
i. a greeting screen, whereby a customer is informed that restaurant personnel are aware of his presence;
ii. an intermediate screen play whereby the customer is informed or entertained until the order taker is in a position to take the order; and iii. an exiting screen whereby the customer is thanked for the order and provided with departure instructions.
i. a greeting screen, whereby a customer is informed that restaurant personnel are aware of his presence;
ii. an intermediate screen play whereby the customer is informed or entertained until the order taker is in a position to take the order; and iii. an exiting screen whereby the customer is thanked for the order and provided with departure instructions.
4. The improvement as defined in Claim 2, linked to a camera positioned at the order taking station focused on the order taker, such that the live image of the order taker appears on the display screen when the order taker enters the prerecorded screen play sequence.
5. The improvement as defined in Claim 1, the video source being a computer.
6. The improvement as defined in Claim 5, linked to a cash register at the order taking station, such that cash register entries appear on the display screen thereby providing verification to a customer that the order taker has correctly entered the order.
7. The improvement as define in Claim 1, linked with the audio communication such that the prerecorded screen play is accompanied by a prerecorded audio script.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CA 2044467 CA2044467C (en) | 1991-06-13 | 1991-06-13 | Order taking system for a drive through restaurant |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CA 2044467 CA2044467C (en) | 1991-06-13 | 1991-06-13 | Order taking system for a drive through restaurant |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CA2044467C true CA2044467C (en) | 1995-05-16 |
Family
ID=4147801
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA 2044467 Expired - Lifetime CA2044467C (en) | 1991-06-13 | 1991-06-13 | Order taking system for a drive through restaurant |
Country Status (1)
| Country | Link |
|---|---|
| CA (1) | CA2044467C (en) |
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5907275A (en) * | 1998-01-30 | 1999-05-25 | Battistini; Michael | Order communication system for restaurant |
| US6087927A (en) * | 1998-01-30 | 2000-07-11 | Techknow, Inc. | Order communication system for restaurant |
| US7774236B2 (en) | 2005-07-22 | 2010-08-10 | Restaurant Technology, Inc. | Drive-through order management method |
| US7895797B2 (en) | 2008-04-10 | 2011-03-01 | Restaurant Technology, Inc. | Drive-thru system and method |
| US10373223B2 (en) | 2012-11-12 | 2019-08-06 | Restaurant Technology Inc. | System and method for receiving and managing remotely placed orders |
| US10640357B2 (en) | 2010-04-14 | 2020-05-05 | Restaurant Technology Inc. | Structural food preparation systems and methods |
-
1991
- 1991-06-13 CA CA 2044467 patent/CA2044467C/en not_active Expired - Lifetime
Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5907275A (en) * | 1998-01-30 | 1999-05-25 | Battistini; Michael | Order communication system for restaurant |
| US6087927A (en) * | 1998-01-30 | 2000-07-11 | Techknow, Inc. | Order communication system for restaurant |
| US7774236B2 (en) | 2005-07-22 | 2010-08-10 | Restaurant Technology, Inc. | Drive-through order management method |
| US7895797B2 (en) | 2008-04-10 | 2011-03-01 | Restaurant Technology, Inc. | Drive-thru system and method |
| USRE47380E1 (en) | 2008-04-10 | 2019-05-07 | Restaurant Technology, Inc. | Drive-thru system and method |
| US10640357B2 (en) | 2010-04-14 | 2020-05-05 | Restaurant Technology Inc. | Structural food preparation systems and methods |
| US10373223B2 (en) | 2012-11-12 | 2019-08-06 | Restaurant Technology Inc. | System and method for receiving and managing remotely placed orders |
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