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The Click & Collect revolution is transforming the way UK diners engage with their favourite eateries. Many restaurants that once relied predominantly on dine-in or takeaway services are rushing to add or optimise their Click & Collect offering. After all, when it’s done right, Click & Collect can become a dependable revenue stream, drive repeat business, and spread your restaurant’s name far and wide.
But like any innovation, a successful Click & Collect service takes a bit more than a single online form and a polite “Thank you for your order.” The challenge is ensuring this service works smoothly: that it delights customers, reduces your team’s stress, and boosts overall profitability rather than creating more confusion.
We’ll delve into three common mistakes that often trip up UK restaurants trying to perfect their Click & Collect. By spotting and preventing these pitfalls, you set yourself apart in a competitive industry, win diners’ loyalty, and free your staff to do what they do best—craft memorable meals and experiences.
When a customer decides to place a Click & Collect order, chances are they want efficiency and convenience. If they have to jump through too many hoops, they’re likely to get frustrated and abandon their order. Let’s explore why complicated interfaces and lengthy forms can undermine your Click & Collect system, along with some solutions.
Though it’s tempting to showcase a myriad of dishes, extras, and offers all at once, carefully consider the user experience. Have you ever tried ordering from your own website? If it takes multiple clicks, repeated logins, or an endless scroll just to reach checkout, that’s a red flag.
Here’s a friendly culinary metaphor: think of your Click & Collect portal as your restaurant’s “digital front door.” Would you place heavy furniture in front of your entry, forcing customers to squeeze past? Of course not. You want them stepping right in. A complicated online ordering system is like clutter in the doorway—an obstacle that prevents potential diners from enjoying your dishes.
A recent study by Statista noted that mobile devices account for a major slice of online orders in the UK. This trend isn’t slowing down. If your Click & Collect system looks great on a desktop but dreadful on a phone, expect customers to leave before finalising payment. Make sure mobile users can easily manipulate drop-down menus, choose add-ons, and complete payment from their phone without hassle.
Once the customer completes their order, let them know precisely when it will be ready for collection. Uncertainty over collection times can frustrate diners who show up early, only to find they need to wait (or show up late and discover their food has cooled down). Automated text or email confirmations can eliminate these concerns by offering pick-up timings, instructions on where to queue, and reminders about any special collection protocols you might have.
Seemingly small, these details create a significant difference in the overall experience. Plus, a smooth, transparent ordering journey encourages customers to spread the word about your restaurant to friends and family.
Even the most seamless Click & Collect platform in the world won’t help if your potential customers don’t know it exists. Marketing is the lifeblood of any new service. Yet restaurant owners frequently assume that once they launch a Click & Collect option, the crowds will simply show up. Let’s explore why this assumption is risky and how to spark more interest in your offering.
With so many hungry customers scrolling through Instagram or Google Maps in search of their next takeaway, failing to promote your Click & Collect service online is like missing the bus during rush hour. In the UK, diners actively seek convenience, especially for lunch breaks or quick dinners. Your job is to let them know that, yes, you’ve got them covered—without them waiting in line, playing phone tag, or paying inflated delivery fees.
Marketing doesn’t have to be complicated. Focus on these channels:
In the restaurant world, word of mouth has always been gold. Once your Click & Collect is up and running, invite satisfied customers to share their positive experiences. You might nudge them—gently—to post a brief review on Google. If they had a top-notch pick-up meal from your place, they’ll often be happy to spread the word.
Here’s where technology can help. Some payment platforms like sunday offer a quick route to collecting feedback. After the payment is processed via a QR code, customers can be prompted to leave a quick tip or even a review. That extra step can boost your restaurant’s online visibility and attract more traffic organically.
While digital promotions are crucial, don’t forget the tried-and-true methods. Put up posters inside your venue announcing your new Click & Collect offering. Add small table tents or coasters reminding dine-in guests they can order ahead on their next visit. Hoping to tempt passersby? Display a sign on your window: “Skip the Queue! Order Click & Collect on Our Website.”
Also consider training your staff to mention the service when they chat with regulars. If you have a frequent diner who loves your restaurant’s vibe but is always tight on time, reminding them to place a Click & Collect order next time might be precisely what they need.
Nothing deflates a customer’s mood faster than ordering a meal in advance, arriving at the specified time, and finding the restaurant in chaos. A meltdown in communication—whether front-of-house staff are unaware of a new online order or the kitchen misreads the timing—can lead to frustration on both sides of the counter. Let’s look at how to keep everything running like a well-oiled machine.
Online orders don’t magically sync themselves with the rest of your operations. If your waitstaff isn’t notified when new orders appear in the system, or if the kitchen staff doesn’t have a user-friendly interface to manage tickets, mistakes will happen. Overlooked details or late orders are more than inconvenient; they reflect poorly on your brand and may push loyal customers into the arms of your competitors.
To avoid this, invest in a modern, reliable order management platform that ties everything together. Whether it’s a cloud-based solution or an integration with your existing point-of-sale (POS) system, your staff should be able to see new orders immediately and prioritise them accurately.
While Click & Collect might seem more hands-off compared to dine-in, the reality is it still requires a robust staffing strategy. During peak hours, it’s easy for the kitchen to get slammed with both in-house and external orders simultaneously. Pulling staff from one area to handle another can lead to mistakes, burnout, or tension among team members.
Packaging is often your customers’ first “physical” interaction with your restaurant in a Click & Collect scenario. If it’s haphazardly sealed, mislabeled, or lacking the correct condiments, diners will notice. Worse, they may never let you know about the problem—they’ll just order elsewhere next time.
One best practice is to keep a dedicated space for final quality checks. Ensure the correct label is affixed to each container, that sauces or extras are included, and that everything is sealed properly. This final step helps guarantee the meal your customer takes home meets the same standard they expect from dining on-site.
Picture a cosy family-run Italian restaurant in Manchester, thriving during nights when reservations fill up quickly. The owners notice some regulars can’t snag a table on busy weekends. Some even try phone orders at peak times, but the line is always engaged.
After launching a simple, mobile-friendly Click & Collect system, the restaurant invests in proper training for staff and updates their menu descriptions online. They also create social media posts showcasing mouth-watering pizzas, telling followers: “Order and Collect—No Waiting!”
Within weeks, the restaurant sees a 25% jump in overall revenue. Customers rave about snagging their favourite XL pepperoni pizza in under 15 minutes. Best of all, these happy customers begin leaving 5-star reviews on Google. The restaurant invests in a smoother pick-up station, hires a part-time employee during weekend rush hours, and notices an uptick in tips processed through their payment platform. It’s a win for everyone.
Now that you know what to avoid, here are a few additional tips to ensure your Click & Collect continues to shine.
If your POS or ordering platform offers sales and order frequency reports, use them. Watch for daily or hourly spikes. Do certain dishes regularly sell out? Maybe you can pre-portion additional ingredients to handle the rush. Do you typically see fewer orders midweek? Consider offering special deals or combos on those days to boost footfall.
Payment friction can kill a potential sale at the last moment. Offering secure payment methods customers recognise and trust in the UK—like contactless card payment, Apple Pay, or PayPal—can prevent abandoned baskets.
One approach is to integrate a quick-scan QR code technology. When the customer arrives to pick up their order, they can simply confirm or pay if they selected “Pay on Collection.” This not only saves time but leaves them with a modern, convenient impression of your establishment. Tools similar to sunday can handle gigabytes of transactions per day while making payment as breezy as tying an apron string.
When your restaurant is bustling, having Click & Collect customers queue up alongside dine-in patrons can create confusion. Think about designating a small area, clearly marked with signage, where customers can pick up their orders quickly. If they see the sign as soon as they walk in, it relieves them of that awkward “Where do I go to collect my food?” moment.
In some places with limited space, a well-labeled counter next to the main entrance can do the trick. The aim is to keep your front-of-house feeling calm. Minimising foot traffic in tight areas ensures your dine-in guests aren’t disturbed by a constant stream of takeaway customers.
A robust Click & Collect service isn’t just about selling more meals—it can do wonders for your broader brand image. Customers will perceive your restaurant as innovative, responsive, and respectful of their time. Through your skillful packaging, you’re also showcasing your brand’s aesthetic and personality. If you include a small personalised note or an extra treat every now and then, the social media potential is huge—imagine a photo of your mini cannoli trending among dessert-lovers!
Consider the synergy with your dine-in service. On nights when your dining room is fully booked, your online customers can still enjoy your menu. You maintain (or even increase) revenue without sacrificing seated customers who prefer the full experience. And for those who discover you via Click & Collect, there’s a strong chance they’ll come in for a sit-down meal in the future if their pick-up experience is stellar.
With UK diners increasingly conscious about their ecological footprint, sustainable packaging and practices can be a major selling point. Biodegradable or recyclable containers might cost more up front, but they emphasise your commitment to a greener future.
You can communicate this eco-friendly approach on your website or ordering platform: “We use recyclable packaging to reduce waste.” Many customers will gladly choose a restaurant that aligns with their values, even if it means paying a bit extra.
Once your Click & Collect grows, consider weaving in upselling strategies without being pushy. Suppose the customer orders a main dish—why not suggest a well-paired side or dessert? Make them easy to add with a single click.
Introduce a simple rewards programme: for every ten Click & Collect orders, offer a free side dish or small discount on the next order. This not only encourages repeat business but helps you stand out in a busy marketplace where customers often jump between competitor options.
Think of it as the difference between a standard marinade and one that’s expertly seasoned: the extra touches matter.
By now, you’ve seen how a few key actions can bring enormous improvements to your Click & Collect service. Ensuring the ordering process is simple, promoting the service effectively, and maintaining a coordinated front-of-house and kitchen are cornerstones of success. Adding thoughtful touches—like an eco-friendly stance, integrated payment solutions, and mini customer rewards—helps your brand shine even brighter.
The restaurant business hasn’t always been straightforward, but with every challenge comes an opportunity to innovate. The UK dining scene is bursting with potential, particularly as more diners seek a quick “grab-and-go” meal. By fine-tuning your Click & Collect strategy, you set the stage for loyal customers, a healthy boost to your bottom line, and a reputation for being a forward-thinking establishment.
A Click & Collect service allows customers to skip delivery fees, pick up food at a time that suits them, and reduce potential mishaps caused by third-party drivers. It also offers your team more control over packaging, timing, and presentation, boosting the overall customer experience.
Prompt customers either via an automated email or SMS after their order is collected. If they paid using a QR code solution like sunday, you could set up an optional rating or tip screen that leads to Google reviews. Keep it polite and simple to maintain a positive vibe.
Yes. Many UK diners consider environmental impact when choosing where to eat. By adopting recyclable or compostable packaging, you appeal to eco-conscious customers and strengthen your restaurant’s brand reputation for social responsibility.
Analyse order data to spot peak hours or days. Staff accordingly, adding extra hands in the kitchen or assigning an employee to coordinate Click & Collect pick-ups. A real-time order management system can also help reduce confusion and eliminate duplication of tasks.
Test your ordering platform thoroughly on different devices to ensure the process is smooth. Offer clear instructions, enable guest checkout, and display trusted payment icons (like Visa, Mastercard, or PayPal). A simpler checkout reduces cart abandonment and increases completed orders.
