New-concept McDonald’s opens in Norwich

Features include greeters, self-order kiosks and waitstaff

Norwich — Connecticut’s first McDonald’s restaurant with self-order kiosks held its official grand opening Wednesday at a newly remodeled building at 78 Town St., with the fanfare of the Norwich Free Academy band, Ronald McDonald and speeches by the franchise owners and city officials.

Unlike other McDonald’s, this restaurant features greeters at the door and food delivered to the table for those wishing to dine in. It also allows diners to order and pay at digital kiosks that prominently display prices and calorie counts while walking customers seamlessly through the ordering process.

“We’re excited to be here at the start of a new concept for McDonald’s,” said Rachel Deane of Waterford, partner in the Norwichtown restaurant along with her husband, Walter. “We’re making a better, bolder experience for our customers.”

It took six weeks for Pal Construction of Coventry to complete the renovations, which kept the same footprint but reconfigured the seating and included larger windows to keep the look bright and cheery. The drive-thru area also has been enhanced, with two areas where customers can order, though landscaping is not expected to be completed for another few weeks.

“It’s not an addition, it’s a move forward,” said Joanne Philbrick, city alderwoman.

The owners said they have hired an additional 28 employees, bring the total to about 68. Employees bring food to customers’ tables, and people have the choice of ordering at the kiosk or at the counter, as they traditionally have done.

“I like the automated system they have,” said customer Greg Dumas of Norwich, a regular. “There’s not miscommunication between you and the cashier . ... It comes right to you, just the way you ordered.”

The restaurant had a soft opening about two weeks ago, but Wednesday was the first time large crowds had converged, and the Deanes took the time to present a $500 donation to the NFA band. A special event at

9 a.m. Saturday will again feature Ronald McDonald, the restaurant’s mascot.

The Deanes said they bought the Norwichtown franchise in December 2015 from McDonald’s, which previously had owned it. The couple, who own three other McDonald’s franchises, said they are planning makeovers of those locations, as well, including Lisbon, Manchester and their 8-year-old location on the west side of Norwich, which likely will be upgraded in the next year.

“It’s working well,” said Walter Deane, who is retired from the aeronautics industry.

“Kids love the technology,” Rachel Deane said, surveying band members enjoying their meals. “The experience of our customers has been wonderful.”

While this is the first kiosk McDonald’s in Connecticut, Mrs. Deane said there are 10 or 11 in the Boston area, as well as several in New York City and California, among other areas.

“They’re rolling it out in every state at this point,” she said.

With something like twothirds of McDonald’s sales coming at the drive-thru window, Deane said the company had not been paying as much attention to customers who decided to eat in. The new concept, she said, was intended to compete with fast-casual restaurants like Chili’s, TGI Fridays and Applebee’s.

“It’s what customers demand,” she said.