Frances Allen’s early tenure as CEO of Checkers & Rally’s coincided with the onset of the COVID-19 pandemic, presenting both unique challenges and opportunities for the fast-food chain. Having strategically prepared for her role, Allen engaged with employees, franchise advisory committees, and local restaurant visits prior to the pandemic’s escalation. This groundwork enabled her to establish a “crisis committee” that met daily to implement new operational procedures, ensuring the safety of both staff and customers when shutdowns occurred in March 2020. Allen credited the company’s experiences with hurricane preparedness in Florida for equipping them with the necessary crisis management skills to navigate the pandemic effectively, reflecting a resilient organizational DNA that surged during this chaotic time. 

As the pandemic accelerated innovations within the restaurant industry, Checkers quickly adapted by dedicating a drive-thru lane to mobile order pickups, showcasing its agility in response to customer demands. The company’s operational history in drive-thru service allowed for a seamless transition to contactless transactions, and research indicated that customer satisfaction surged with these changes. Allen emphasized that franchisees were generally receptive to this mobile order lane, as they recognized the operational efficiencies and customer experience improvements it offered. These adaptations were further integrated into Checkers’ “restaurant of the future” prototype, which included streamlined operations to enhance efficiency and modernized interiors that improved both guest experience and employee satisfaction. 

Financially, Checkers is on a stabilizing path following its ownership transition and subsequent reduction of long-term debt, allowing the brand to focus on expansion. Allen noted the chain’s substantial growth potential, with a robust pipeline of new and existing franchisee interest, especially in regions like the West and East Coasts. Despite challenges related to inflation and rising operational costs, Checkers has managed to produce impressive revenue figures and employee engagement has improved due to the new restaurant designs. The company continues to pursue technological advancements, particularly in AI voice ordering systems, which Allen believes could significantly enhance customer experience while supporting employee efficiency in an ever-evolving fast-food market. 

To read more, click the link below: 

Checkers Changes the Drive-Thru Game Yet Again – QSR Magazine