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Business & Tech

Culver's Makes Drive-Thru More Accessible

The fast-food chain has adopted a system that helps customers with hearing disabilities place orders in the drive-thru lane.

Like millions of Americans, Liz Tannebaum enjoys eating out and the convenience of fast food, but placing an order in a drive-thru is extremely difficult because she’s deaf.

“If I’m with my children and they’ve fallen asleep in the back seat, I don’t want to wake them up to go into the restaurant,” Tannebaum said.

Tannebaum was thrilled when in Buffalo Grove installed a special system, called Order Assist. It helps those who are hard of hearing, deaf or face language barriers place an order in the drive-thru lane. 

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“We’ve had the Order Assist for five years,” said Kevin Weasler, owner of the Buffalo Grove and Schaumburg Culver’s restaurants. “We just feel that making our drive-thru as accessible as possible to anyone is important. There are several people who use it and they really appreciate it.”

Order Assist was created by Evanston-based Inclusion Solutions. Culver’s was the first major franchise to install it. It’s in 50 Culver’s restaurants and will be a part of every new one which opens.

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This is how it works: the customer presses a blue button alerting the order taker someone needs assistance. The customer then pulls up to the window and is handed a clipboard with a menu to write down what they would like. Customers can also type their order on their smartphone and show it to the employee at the window.

“It makes everything very simple,” said Tannebaum, who lives in Highland Park. “It makes my life more accessible. It’s easy to get through and I don’t have to worry about it. It’s worry free.”

In a 2003 survey by Inclusion Solutions, 6,500 people who are deaf or hard of hearing were questioned about their experiences at drive-thru restaurants. Forty-two percent said they left without making a purchase and 94 percent indicated they would likely or highly likely visit a restaurant that put in a drive-thru system like Order Assist.

“I would love for the deaf community and anyone who can take advantage to be able to use Order Assist,” said Jamie Drake, Inclusion Solutions project manager. “I don’t see any reason why we shouldn’t have it in every drive-thru in the country.”

Inclusion Solutions is working to branch out to other restaurant chains. It also makes a special call bell which is placed by the restaurants entrance. It alerts employees of someone who may need assistance opening the doors such as someone in a wheelchair or a parent with a stroller.

Weasler said these systems go beyond complying with the American Disabilities Act, but said it’s part of Culver’s overall philosophy to its customers and finding better ways of serving everyone who wants to eat there.

“Part of Culver’s model is to be in the community and be active,” Weasler said. “We’re family owned.”

Tannebaum said she wishes more business owners would take on Culver’s philosophy.

“I really think all restaurants should have Order Assist,” she said. “It really makes life easier for anyone who can take advantage of it.”

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