Who doesn’t love the convenience of a drive-through coffee outlet? This coffee-on-the-go model is increasingly popular with some of the biggest names in coffee franchises.

Here Gloria Jean’s Coffees answers our Q&A about operating a drive-through business:

What are the operating costs and time considerations for a drive-through coffee business?

Cost considerations attributed to the drive-through business model, ultimately depend on the size of the business. At the drive-through customer convenience is a key part of the experience so our drive-through models normally operate for a longer span of hours to best cater for the needs of the customer.

How easy is it to extend the business? 

Franchisees can increase their business capability either through improving the retail performance of their current location, or if deemed scalable, can become a multi-site operator to better serve the community and leverage their business expertise within the Gloria Jean’s Coffees franchise system.

What’s important, coffee quality, speedy service or menu?

Each of these elements is equally as important to stay relevant in the market and consistent to our customers. The growing coffee trend in Australia means customers are expecting faster service and a convenient alternative to traditional coffee shops.

Quality remains a high priority in our business strategy. We source, roast and distribute our own specialty coffee blends from our Australian based roasting facility, ensuring that our consistency to quality is met nationally.

How can technology improve business operations in the drive-through model?

Leveraging technology through a digital platform to either enhance customer experience or drive greater effectiveness within the drive thru business operating system, is vital – digital initiatives are a key driver for consumers.  The business continues to enhance to IT and digital platforms.

What can be taught in training and what can only be learned on the job?

New franchisees have the opportunity to attend Coffee University which typically runs for six weeks. The on-site training facility is located at Retail Food Group’s world class training academy in Sydney, and delivers professional training on all aspects of running a Gloria Jean’s Coffees franchise from making the perfect coffee, to business management skills, the training includes hands-on coffee house experience with a dedicated and expert learning and development team.

Organically franchisees who have been exposed to the hands-on operations of the business for some time, will develop natural customer service skills and principles to suit their individual business and adjust to the location and clientele.

Can a new franchisee operate a drive-through or is it only available to existing franchisees?

Both. Our Gloria Jean’s Coffees world class training approach can cater for the needs of both audiences.

What makes for a suitable drive-through site?

There are a number of critical elements that come together to determine the potential of a particular drive-through site. These are the location, site selection, people equation, team capability, local marketing, community involvement, and ongoing product innovation which are all required to deliver the best outcome for the customer.

The company searches to secure suitable drive-through locations across Australia as part of its national expansion and is always open to potential franchisees who have identified a location where they’d like to open a proposed drive-through site.

Investing in a drive-through is a significant cost – how does it compare to a standard store?

The investment into a Gloria Jean’s Coffees drive-through model is more significant than a coffee house and does vary depending on the size of the site.

Does the company purchase the site for a drive-through or is it leased?

At this stage, the sites of Gloria Jean’s Coffees drive-through locations are on based on a long-term lease arrangement. We actively work with our development partners to help identify the best locations and enter into lease arrangements to facilitate the business operation.