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“Click & Collect” has become a buzzword in the hospitality industry—and for good reason. This practical approach to ordering and pickup enables customers to place their orders online and then collect them at your physical location. As restaurant owners struggle to balance delivery partnerships, rising third-party fees, and the quest for sustainable margins, Click & Collect emerges as a direct, cost-effective alternative. Direct, because you’re in control of the entire service process. Cost-effective, because it reduces high commission fees often associated with third-party delivery apps.
For many restaurants, this model has been a game-changer. According to the National Restaurant Association, online orders account for more than 60% of takeout business in the United States (National Restaurant Association). With Click & Collect, you can capture more of those online orders without surrendering a big slice of your revenue to external apps. In an era where convenience is king, offering a smooth, direct way for customers to pick up their meals can be the extra push that keeps them coming back again and again.
But there’s more to it than pure convenience. When you streamline your Click & Collect process, you gain more control over the experience—everything from the way your packaging looks, to the brand messaging customers see in your product confirmations, to the personal greeting they get when they walk into your restaurant. This holistic approach can deepen relationships with customers, translating into long-term loyalty beyond the initial pickup.
Third-party delivery apps undeniably expanded your reach, especially at the height of the online ordering boom. But these apps also act as middlemen, placing their branding front and center while you, the restaurant owner, remain somewhat in the background. With Click & Collect, you’re reclaiming direct contact with your guests. You can design a digital ordering platform consistent with your restaurant’s values, tone, and visuals—no more losing yourself among the listings of multiple eateries. You’re building brand recognition and forging a more personal connection.
Moreover, you’re gathering valuable data—straight from your customers to you. When someone signs up for Click & Collect, you have the opportunity to request information such as an email address or phone number for order confirmations. That opens the door for offering personalized promos, sending “thank you” messages, or even emailing loyalty certificates on birthdays or anniversaries. Instead of a platform intermediary holding onto precious customer insights, you have those details at your fingertips. The truth is, a robust loyalty program thrives on data, and direct ordering solutions let you seize that data in a transparent, user-friendly way.
A successful Click & Collect strategy also means you can save on hefty commissions. Let’s say a third-party app takes 20-30% in fees on each sale. That’s a notable dent in your bottom line. With Click & Collect, you’re in control of your margins. You can invest the funds you’d otherwise spend on commissions into something more meaningful—like better-quality ingredients, or a well-crafted loyalty program. This investment in customer satisfaction is what sets you apart and fosters that “I have to come back here” feeling for your guests.
Before diving into a new initiative, it’s wise to run a quick restaurant checkup. Think of it like testing a recipe: you want to be sure you have the right ingredients on hand. Here are some points to consider:
Once these elements are lined up, you’ll be well-equipped to roll out a winning Click & Collect program that doesn’t just mirror your dine-in experience but enhances it.
Ready to bring Click & Collect to your restaurant? Below is a step-by-step outline to ensure a smooth start.
The ordering platform is your virtual storefront. Make it as user-friendly as possible. Your customers should be able to see your menu, customize their order, and pay without hiccups. Opt for a platform that allows menu updates in real time—especially helpful if you’re rotating seasonal dishes or running out of a particular item. Clear visuals, short descriptions, and logical navigation—think categories for appetizers, mains, desserts—can reduce friction and keep the process efficient.
Payment is the final checkpoint of the online process, so it has to be quick and secure. Solutions like sunday provide user-friendly QR code payments and direct online checkout, letting customers complete their transactions with minimal fuss. By integrating a trusted payment partner, you safeguard sensitive information and speed up processing—an absolute must for busy lunch or dinner rushes. If your system saves card information (with customer consent), re-ordering becomes even more appealing.
To avoid bottlenecks, set realistic preparation times based on your kitchen’s actual capacity. Many platforms allow you to define windows for pickup—15 minutes, 30 minutes, or more, depending on the complexity of the order. If you’re expecting a large batch of orders at once—perhaps because of a local event or a popular promotion—prepare your staff in advance. Timely, precise pickup intervals mean less waiting around for customers and fewer backups in your kitchen.
Customers remember small things. Your packaging is a chance to cultivate a strong visual identity. Go for sturdy containers that hold up well during transportation and feature your brand colors or logo. Add little touches like a handwritten note that says, “Thanks for your order!” This personal gesture can resonate deeply with customers, making them feel valued and more inclined to return. Some restaurants even slip in a small loyalty card or a discount code for future orders—a subtle nudge to keep them coming back for more.
After setting up your Click & Collect service, don’t just let it sit—shout it from the rooftops! Post on your social media pages, update your site, and encourage your servers to let dine-in guests know they can order online next time. Keep track of data like peak pickup times, average order size, and the proportion of first-time versus repeat customers. If you notice a dip in usage on specific weekdays, brainstorming a midweek special might be a great way to boost interest. Adjust your approach as you gather new insights; it’s an ongoing recipe that you can refine with each iteration.
A poor pickup experience can quickly undo all the good you’ve created online. Waiting lines, missing items, or confusion about where to retrieve an order can damage your reputation. Here are some tips to keep your pickup area welcoming and organized:
A warm, efficient handoff comes down to thoughtful planning and staff training. When a customer is in and out with a smile on their face—and everything they ordered—it’s more than just a transaction. It becomes a positive memory associated with your restaurant’s brand.
Let’s say you’ve launched your Click & Collect program and it’s humming along. Orders come in, and people drop by to pick up their food. You might think each transaction ends there—but that’s only half the story. Every order is a goldmine of insights. When you have a direct line to your customers, you learn about purchasing habits, preferred pickup times, and popular dish combinations. Armed with this knowledge, you can customize promotions or even design new menu offerings. Trying to decide which soup or dessert to rotate seasonally? Review your data.
Consider segmenting your audience. Some customers might only order lunch on weekdays, while others prefer dinner on Saturdays. By identifying various usage patterns, you can craft specialized deals to keep those different segments coming back. Everyone loves feeling recognized, and targeted promos deliver that recognition in a tangible way. Think of the data as a conversation with your guests—learning how they behave and responding with meaningful gestures to keep the dialogue going.
Modern restaurants require efficient technology for every stage of the journey, and that includes payments. Whether someone orders online from home or scans a QR code on-premise, the goal is to reduce friction. Today’s customers expect a streamlined payment process—no more waiting in line at the register, rummaging for cash, or handling too many receipts. Partnering with an intuitive payment provider makes it simple to stay on top of each transaction while ensuring your guests trust your security measures.
sunday, for instance, offers an innovative solution that invites customers to pay their bill using a QR code at the table—removing the guesswork on splitting checks and freeing up your servers to spend more time offering top-notch hospitality. For Click & Collect, the same principle applies: make it easy, make it quick, and make it secure.
In addition to ensuring fast online transactions, adopting a capable payment terminal in-store shortens waiting times for those who choose to pay upon pickup. The ideal scenario? Let customers pay online before they arrive—shortening their time onsite—or give them a reliable, no-fuss payment terminal for finalizing transactions. Either way, you’re offering a modern, worry-free payment experience that aligns with the convenience of Click & Collect overall.
Businesses in every market live or die by word of mouth. That’s especially true in the restaurant industry. When it comes to Click & Collect, your goal is to replicate the same exceptional service you’d provide in your dining room. Feedback loops are crucial here. If a meal was cold or an item missing, you want to know about it fast, and you want to fix it just as fast. But don’t wait for negative feedback—proactively ask customers about their experience.
One approach is to include a feedback link or quick survey in your order confirmation emails. People love to skip the formalities, so make it short and sweet—just a star rating or a quick question like, “How was your pickup experience?” Another idea is to prompt customers to leave a Google review if they enjoyed their meal. Positive Google reviews can boost your restaurant’s visibility in local searches and generate the kind of trust that encourages new guests to give you a try. Genuine engagement shows you care about continually improving—the ultimate ingredient for loyalty.
Imagine a small pizzeria, Rosie’s. Before implementing Click & Collect, Rosie’s partnered with multiple third-party delivery apps, shelling out steep commissions and wrestling with brand dilution. Customers recognized the app’s branding more than Rosie’s own identity. Their staff also frequently felt rushed because deliveries had tight deadlines, while the in-store guests felt overlooked.
One day, Rosie decided to experiment with Click & Collect. The staff reorganized the kitchen workflow to manage direct pickup orders. The restaurant’s website got a fresh, user-friendly ordering page with mouthwatering pizza photos. Rosie installed a new payment terminal at the front counter and set up secure online payments. To ensure a welcoming pickup experience, they created a small waiting area, complete with a chalkboard highlighting the day’s special dessert—and a dedicated staff member was on hand to greet customers with a smile.
Within two months, Rosie’s cut third-party commissions by half and started building its own customer database. With that data, the team rolled out targeted promotions, like “Two-for-One Tuesdays” and “Family Combo Fridays,” and they sent out friendly emails to remind customers about upcoming meal deals. As word spread about the fast, consistent service, more customers opted for Click & Collect. Rosie’s brand recognition soared, and even the dine-in foot traffic saw a surge, thanks to glowing Google reviews. It’s the picture-perfect example of creating loyalty beyond the influences of external apps.
Once your Click & Collect program is established, it’s all about evolution. You’ve got your baseline strategies—user-friendly online ordering, straightforward pickup experience, secure payment solutions, and active feedback channels. Now think about enhancements. Could you offer meal kits or partially prepped items for customers who want a semi-homemade experience? How about rotating starter combos or dessert bundles exclusive to pickup orders, to give your at-home diners a sense of special treatment?
Don’t be afraid to experiment with limited-time offers or holiday tie-ins. If you see that data is trending toward a certain type of cuisine—maybe your vegetarian options are a huge hit—consider expanding that menu category or layering in new flavors. Each new idea can be tested in a short burst, with immediate feedback from customers. If a certain campaign doesn’t perform as expected, tweak it and move on. Because you’re managing the entire process, from ordering to pickup, you can make quick adjustments without juggling multiple delivery platforms or outside demands. That freedom to adapt is part of what makes Click & Collect so compelling.
Establishing a direct relationship with your customers is at the heart of loyalty, and Click & Collect gives you an excellent platform for doing just that. You’re fostering a more personal connection that extends beyond another generic transaction. You’re thinking about every point of contact—from the moment someone clicks “Order Now” on your site to the instant they walk into your restaurant and feel welcomed. This is your brand, your voice, and your chance to keep them coming back.
Every restaurant has its own story, its own challenges, and its own audience. Your Click & Collect strategy should reflect all of those elements in a way that resonates. By creating a thoughtful online journey, investing in easy-to-use payment solutions, perfecting the pickup ritual, and analyzing real data, you build a sustainable, profitable system that strengthens customer relationships. And that, ultimately, is how you move beyond reliance on third-party apps toward a more self-sufficient, loyal community of diners.
Below are some frequently asked questions about Click & Collect. Let’s clear up any lingering doubts.
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