T/F? Service centric businesses can’t offer contactless ordering.
Most would answer “True” without hesitation. Tech gets a bad rep for being sterile and impersonal – what is service if customers serve themselves?
We think that’s wrong and here’s why:
1. SERVICE IS MORE THAN JUST ORDER TAKING
Service is a culture: it is how you make your guests feel welcome and valued, how you showcase the menu and allow the guests to drink in the ambience.
Servers should still welcome and seat guests, introduce themselves, explain the menu and find out what their guests are celebrating. With order taking less critical, this kind of engagement is amplified.
2. NO ONE LIKES TO WAIT AT THE BAR
There’s a special place in our hearts for cocktail flaring and chats with the bartender, but for the most part, waiting to order is an annoyance.
Whether this is waiting at the bar of a pub or trying to flag down a busy server, waiting creates disengagement and frustration. It interrupts conversation and in the worst case (and we’ve all been there) it creates stress.
3. TRANSACTIONS ARE AWKWARD
Let’s face it – money creates awkwardness. We’ve all copped an unfair share of the bill when we didn’t drink or arrived late. We’ve all felt bad about correcting a mistake on the bill at the end of a meal. Best way to avoid it? Let guests pay up front and then there’s ONLY service to enjoy.
DOES IT HAVE TO BE ALL OR NOTHING?
Should every order be self-service? No way, but by now you’re probably wondering why you don’t offer both. That next round of beers or bowl of chips falls outside the protocol of entrée, main, dessert and would be passed over if the conversation is too juicy.
And with a bit less on their mind, your staff might connect with a few new regulars too.