Australia has a love affair with coffee, and the drive-through outlet is on the move. Kenton Campbell, founder of Zarraffa's Coffees, takes our Q&A.

1. What’s the biggest challenge operating a drive-through coffee business?

Drive-throughs have revolutionised our business but do require constant attention to operations; balancing the need for speed of service with a high standard of product and service.

2. What are the operating cost and time considerations?

Output is naturally higher than traditional stores and given our opening times of 5am – 10pm, for most drive-through sites, wages and utilities are a large factor in operating costs. That being said, the ability to produce higher yield through more customer service points generally balances this equation.

3. What's important: coffee quality, speedy service or menu?

For us it’s all of these factors equally. I opened our first store in Australia Fair 19 years ago and while a lot has changed, some things haven’t.

We believe the popularity of our drive-throughs is due to the basics; the right balance of speed of service and great coffee, combined with a good offering; something we’ve always strived to deliver on.

Our mantra is to deliver an ‘individually perfect cup of coffee…every time’ and for many of our customers their perfect cup equals not getting out of their car.

4. How can technology improve business operations?

Technology is certainly important to a successful drive-through operation, assisting with speed of service but none of that matters if the fundamentals of our business – great product and service – are not delivered on. All of these ingredients build success.

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

The rise of drive-throughs has taught us a lot about our business and preparation is a critical factor. Theoretical and practical training has its place prior to opening a drive throughs but there really is no substitute for what you learn ‘on the job’.

Multiple coffee machines and point of sale operations, servicing both the in-store and drive-throughs’ customer demands (balanced with the delivery of the same high quality of product that we are renowned for) all create a higher level of output with its own set of issues and demands. Something even seasoned store operators struggle with in opening a new drive-through.

6. Is a drive-through only available to existing franchisees?

Our drive-through franchises are available to both existing and new franchisees but both require a high level of training to ensure consistency of product and service, to meet our customer expectations.

7. What makes for a suitable drive-through site?

Excellent road access and ingress/egress to the store, with high visibility to passing traffic; these factors add to the convenience or our businesses and allow our customers the minimum interruption to their commutes to work, school and play.

8. What's the investment for a drive-through?

There is a difference between the cost of our traditional store sites and drive-throughs, simply because they produce a higher output.

As we expand our footprint in Queensland, NSW and Western Australia we are looking primarily at opening drive-through stores. The investment is approximately $800,000+ (plus GST).

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

We undertake both options, purchasing sites where it suits, via our sister company, Tonken Property Group Pty Ltd.

• Find out more about the Zarraffa's Coffee brand here