Popeyes has a problem. After 50+ years of growth, the chain faces a perfect storm of operational challenges: running out of chicken means a painful 14-minute wait for customers, newer restaurants look dated within five years, and seven different kitchen formats across the system make consistency nearly impossible. Brian Lindley, Head of Real Estate, Design, and Development, revealed their comprehensive three-pillar strategy to fix it all.
At RestaurantSpaces, Lindley shared the brutal realities of operating a handmade fried chicken brand and how Popeyes is revolutionizing everything from kitchen operations to restaurant formats.
Popeyes built their turnaround strategy around the customer journey: attract, convert, and retain. The solution required addressing operations, image, and format flexibility simultaneously.
The foundation of everything else, this system creates a back-to-front single production line with:
"We reduce our outages where we're simply out of chicken," Lindley explained. With 230 locations already converted and several hundred more planned this year, the early results show significant improvements in order accuracy and team member experience.
The exterior transformation is dramatic—clean, modern design using signature orange as a pop color. Interior remodels target the most dated elements while being mindful of capital constraints:
Two new formats give franchisees options beyond traditional freestanding restaurants:
1. Small Box Drive-Thru (1,600 sq ft):
2. PopIn Digital Inline (1,400 sq ft):
Implementing these changes across 50 years of established operations isn't simple. "You've got 50 years of restaurants, of team members and franchisees used to doing things their way. Now you're changing the operating system on them," Lindley acknowledged.
The first six months prove most challenging as teams adjust to new processes and resist reverting to old habits. Training focuses on following digital drop charts rather than relying on traditional timing instincts.
While labor savings haven't fully materialized yet, order accuracy improvements have been immediate and substantial. "We haven't quite seen it yet, but we know it's coming," Lindley said confidently.
One insight driving the format strategy: franchisees often compromise on site selection due to speed or cost pressures. "If you don't have options for them to execute a different value proposition they're going to continue to do that," Lindley observed.
The new formats provide tools to access better locations without traditional constraints. For inline locations, franchisees can establish presence in prime trade areas, build customer base and operational confidence, then potentially upgrade to freestanding locations when opportunities arise years later.
Popeyes opened 162 restaurants last year across US and Canada, with similar numbers planned for this year plus approximately 200 renovations. The first PopIn location opens next month in Madison, Wisconsin.
As Lindley put it: "We don't want to kill growth" while still driving the changes necessary for long-term success. The key is providing options that work for different situations rather than forcing one-size-fits-all solutions.
The comprehensive approach addresses the interconnected challenges facing legacy brands: operational complexity, outdated image perception, and format limitations. By tackling all three simultaneously, Popeyes is positioning itself for sustainable growth while giving franchisees the flexibility they need in an increasingly expensive development environment.
Watch this full talk below: 👇