Imagine you're running a busy restaurant, and your point-of-sale (POS) system crashes during the dinner rush. Orders are piling up, customers are growing frustrated, and your staff is overwhelmed. This nightmare scenario is a reality for many restaurateurs who rely on technology that is outdated, homegrown, or simply not suitable for their needs. When tech fails, it can disrupt operations, damage your reputation, and lead to lost revenue.
The risks of selecting the wrong technology
Poor customer service and lost business
Slow service, wrong orders, forgotten side dishes can quickly go from nuisance to disaster. A bad night – the kind where the printer doesn’t connect, prices won’t update, and servers are selling dishes that are unavailable – will lose you money. A series of bad nights will gain you negative reviews – and may lose you customers forever.
Integration issues and customer experience failures
Many restaurants face challenges when their tech solutions don't integrate smoothly. Imagine the chaos when your loyalty app doesn't sync with your mobile ordering platform, or your on-site kiosks can't communicate promptly with the kitchen. Disjointed systems can confuse staff and frustrate customers, ultimately harming your business.
Operational disruptions
Integrations are not the only cause behind operational breakdowns. It pays off to research carefully the different vendors, and what customers are saying, before selecting new technology. One of the most recent examples of technology failure in the foodservice industry is the lawsuit between Cinnaholic, a 90-unit cinnamon roll franchise, and Revel System, which they are accusing of providing a POS system with known bugs and integration issues. These issues allegedly lead to frequent operational disruptions and lost sales.
Wasted resources
When your technology doesn’t work properly, whether because of issues or because the different parts don’t communicate, often the only solution is to do the work manually. Manual writing of orders, receipts, input of records, data verification, checking for human error – you don’t need to have a large business to know you could easily waste days on handling your data manually.
Turning technology challenges into opportunities
So, how can you avoid these pitfalls and ensure your technology serves as a solid foundation for your restaurant?
Get the real story
What do current customers of the technology you are considering think about it? Don’t just look at online reviews: request that the vendor put you in touch with current customers that have requirements similar to yours, and ask specific questions to understand how the technology really performs. A 2-star review may not matter, if the reason for the low score is that it lacks a functionality you don’t need.
Invest in unified software solutions
Instead of cobbling together multiple systems, consider a unified solution like LS Central for restaurants. This platform provides an all-in-one system that covers front and back-of-house management, from POS to inventory to franchise management. With all your tools working together in one environment, you can maintain a consistent brand experience and simplify operations.
Understand your technology
Familiarize yourself with the technology that your customers and staff are using and how they are using it. This can help you quickly identify and resolve issues before they escalate. For instance, if you notice a spike in mobile order errors, you can address the problem promptly, ensuring a smooth customer experience.
Prepare for disruption
Even with the most up-to-date technology, issues can happen, so it's crucial to have contingency plans. Arm your team with the information they need to handle these situations effectively. Ensure there are backup plans, such as training staff to manage increased phone orders if the online system goes down. This preparation can turn a potential disaster into a minor hiccup, preserving your reputation and customer loyalty.
Choose scalable and flexible tools
Your restaurant's needs will evolve, so it pays off to choose technology that can grow with you and adapt to changing needs. This includes using advanced technologies like AI and data analytics to optimize operations and improve decision-making processes. These innovations not only can help in reducing costs, simplifying ordering, and enhancing efficiency, but also improving the overall dining experience for your customers.
By carefully selecting the appropriate technology and proactively planning for potential issues, restaurant operators can improve their operations and provide outstanding customer experiences. Unified software platforms like LS Central for restaurants offer a dependable and comprehensive approach to managing restaurant technology, enabling businesses to avoid the drawbacks of poor technology choices and achieve sustained success. Remember, the right technology can be a game-changer, but only if it's chosen and implemented wisely.
