Ok, I've never myself worked drive thru, but d*mn, even I can see the problems all over the place on this one. So, from more of a customer-sided reference, here's my take (will try to hit a few highlights, not all 100, LOL).
#1 can't be done. You can provide the items the normal person would need, but there's bound to be SC's who expect you to know they want taco sauce for their fries, or ketchup for their milkshakes
#5 Ok, politelness is good, but eye contact? I'm trying to find money to pay, put change away, keep control of my vehicle, I really don't care about whether you look me in the eye or not. And "sincere" smiles? From what I've seen, fast food employees are mostly overworked & underpaid & have to put up with way too much, and then you want them to give not just a smile but a "sincere" smile? My aren't you special.
#6 is great, but ain't gonna work. My Yorkie knew the gas station & McDs that kept treats and was ready and waiting when we pulled in - but of course, while practically everyone loved it, one SC at McD's saw the worker hand out a treat (and they always handed it to the driver, NOT to the dog directly) and complained, so of course, management had to put a stop to it (one complaining customer vs. loads of appreciative ones, and we know who wins that round).
#7 - see # 1
#10 fine and dandy, but they still have to actually pull up to them - can't change SC's who stop 10 feet before the speaker and can't understand why you can't hear them.
#12 - ask quickly, and they'll yell at you cause they haven't made up their mind
#14 - allow them more time, and get yelled at when you don't sense by telepathy that they're ready, or ask again after 7 cars are behind them and get yelled at cause they still aren't ready - you can't win on this one
#20 - you have GOT to be kidding me
#21 - this one made me laugh. Go thru your own drive-thru to see how measures up? Like employees are going to react the same to their own manager in a controlled order like they would if coping with real life? Reminds me of a mayor years ago in San Francisco - made a big deal of how safe one particular area, known for it's high crime level, really was - and proceeded to "prove" it by walking thru it at night unscathed - with a frickin' camera crew & reporters in tow
Yeah, wonder why he didn't get mugged?
Did you noitce they listed things such as positions of ordering posts and whether or not to serve breakfast as "customer service" - like an employee can do any of that to make a difference. Then under management, we get off into fantasyland, like incentives & higher wages. And all the upscale technology section - guess one can dream.
#75 - this is an article on improving drive-thru, not in store service. So how on earth would having wi-fi make things better for a drive-thru customer, unless they plan to sit in the order lane and check their email (oops, sorry, forgot where I was, nothing would surprise me).
#76 - anyone can spot that flaw, depending on an SC actually reading something is asking for disaster.
#94 ok, we all eat & drive, everyone does it now and then when they have to - but actively encourage It? Police are gonna love that one.
#95 - drive-thru only specials
Any happy drive-thru customers will be more than negated by all the people inside whining & complaining about not being able to get that special too.