When done correctly, it's hard to beat a Steak and Shake burger. The problem seems to be poor personnel management.
In the hours of 8-11 pm, I was in a take-out line 3 times within the last two months, only to find that the staff was deliberately slowing service: they were taking orders one car at a time and not taking another order until that one car had paid, was served, and driven away. As a result, a long line and a long wait was created; multiple cars behind me (at least three) abandoned hope and drove off. It happed like this: When the car in front of me had driven forward, I pulled up to the speaker and was immediately told to review the menu. I said, "I know what I want." Silence.
I waited about 5 minutes and said that was ready to place my order. Silence. I said it again about 5 minutes later. The window server replied that the staff was "on the clock" and had to provide the food within a certain amount of time.
It appears that their solution was to take one car at at time, so the "wait time" would be reduced in their computer system. "Can't you at least take my order?" No answer. I waited another 5 minutes and my order was taken--a simple double burger. I drove to the pick up window.
The kitchen seemed fully staffed. There were no cars in front of me by that point. I waited another 5 minutes to get my food. When I left the line, I drove to the side of the store so I could confirm the business practice.
Yep, service to one car at a time while all other cars were stuck in line. Another two cars left without ordering.
It doesn't take a math major to understand that this reduced service to about 5 cars PER HOUR. After two more doses of this practice (I thought it was fair to try again), I have decided to take my business elsewhere, at least during evening hours.
Product or Service Mentioned: Steak N Shake Drive-through.
Reason of review: Order processing issue.
Monetary Loss: $20.
Preferred solution: Let the company propose a solution.
I liked: Food was okay although fries were cold.
I didn't like: Evening drive thru deliberately slowed to 5 cars per hour.