As the daughter of a restaurant operator, Joanne Heyob started off her extensive career in restaurants at the early age of 16. Her lifelong experience in restaurants and retail have been an integral part of the operations team here at WD. Joanne has spent countless hours in parking lots– observing drive-thru lines and counting cars, as well as overseeing back of house operations. In this episode, Joanne recommends four key ways that restaurant operators can adjust their drive-thru strategy to give the consumers what they want. Who knew it wasn’t all about 3-story, robot operated, elaborate drive-thrus? To learn more about Joanne’s piece on drive-thru innovation, download the free POV: https://www.wdpartners.com/pov/drive-thru-break-through/2:27 – Joanne’s early career 4:26 – A day in the life at WD6:09 – Drive-thru Break-through10:49 – Intuitive Wayfinding12:12 – App Adoption13:35 – Automation 16:57– Guest Journey Reimagined20:10 – What makes Joanne mad in the industry?22:53 – Bold predictions25:20 – Lee’s lightening round

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