0min
Click & Collect has become as commonplace in today’s gastronomic scene as salt and pepper on the table. With increasing numbers of diners opting for quick and convenient meal pickups, the potential for additional revenue and customer satisfaction is massive—when managed well. In the UK, the popularity of Click & Collect has grown rapidly in recent years, often linked to customer expectations shaped by online retail. People are used to placing all sorts of orders ahead of time, from groceries to clothes, and that habit has naturally extended to their favourite restaurants.
Restaurants that excel at Click & Collect can unlock new profit streams while pleasing even the busiest patrons. An office worker pressed for time at lunch, a parent juggling errands, or a local resident just craving their favourite dish without the wait—these are the customers you can capture. However, any restaurant owner who’s handled Click & Collect during peak hours knows it can also create chaos in the kitchen and confusion at pickup points. The key is to find a system that’s as smooth as a perfectly whipped cream.
In this article, we’ll explore how to handle peak-time Click & Collect demand with minimal stress and maximum efficiency. We’ll look at practical solutions and strategies that can help you avoid the dreaded queue meltdown when orders come in by the dozen. We’ll also delve into how technology—like online ordering platforms and advanced payment solutions—can streamline your operations, letting you and your staff focus on quality food and superb customer service.
A thriving Click & Collect service is undoubtedly an asset, but when the floodgates open at lunch or dinner rush, several challenges arise. Let’s break them down:
All these challenges add up, draining staff morale and potentially alienating customers. Fortunately, there’s a recipe for success.
When the orders start rolling in like a downpour, you need more than just an umbrella—you need a robust system that channels the water where it needs to go. Below are proven strategies to help your Click & Collect shine during peak times.
It all starts with a user-friendly online ordering platform. This might seem obvious, but the simpler the ordering process, the less confusion there will be later. Ideally, customers should be able to:
If you set up a system that prompts users to pick a specific time slot, you’ll have a better idea of when to expect them. This helps your kitchen stagger orders and avoid cooking everything at once.
During busy periods, separating Click & Collect tasks from dine-in service can be a game-changer. If you have room in the kitchen, consider dedicating a small station for plating and packaging takeaway orders. This way, your staff can focus on either in-house guests or Click & Collect requests without stepping on each other’s toes.
One of the biggest mistakes restaurants make is failing to staff adequately at peak hours. If you’ve embraced Click & Collect, you need to account for the extra workload. That might mean:
Having your best multitaskers in key positions can also save a lot of headaches. These individuals can quickly pivot between tasks and communicate effectively with the rest of the team.
The moment of pickup is when your customer’s entire experience crystallises. If they wait too long or receive a cold meal, that’s the memory they’ll take away. To create a warm impression:
If the process is as smooth as a well-oiled pizza oven, you’ll see more returning customers.
Click & Collect success in the digital age often hinges on the right software. Some platforms integrate with your point-of-sale system, automatically updating menus, availability, and prices. A robust digital system can:
When you have clarity in your operational flow, hitting peak times feels a lot less like a rollercoaster ride.
Let’s illustrate these strategies with a hypothetical example. Suppose you run “Jake’s Pizza Dream,” a trendy neighbourhood pizzeria in London. On Friday evenings around 7 pm, your small dining area is fully booked, phone orders are coming non-stop, and online Click & Collect orders are piling up.
Initially, you tried to juggle orders on a shared kitchen screen, leaving your staff uncertain of the priority. Everyone scrambled to prep pizzas for dine-in and takeaway at the same time, leading to mix-ups. Customers arriving for pickup often found themselves squeezed in a narrow corridor, waiting impatiently.
Jake implemented a few crucial changes:
The results? Staff felt more at ease, pizzas were delivered hot and on time, and customers spread the word about how slick and easy the Click & Collect experience was. Jake’s Pizza Dream saw a 20% boost in weekly revenue from takeaway orders alone.
For any modern restaurant looking to tame the busy hours, technology is your friend. From front-of-house management to behind-the-scenes cooking processes, there are various tools that help you stay in control.
If you’re not already using an order management platform, you might wonder why people rave about them. Many solutions allow you to:
Have you ever watched a chaotic queue arise from nowhere? It can happen in the blink of an eye during a busy period. Queue management software or apps can help your customers virtually “join the queue” through their phones, reducing physical crowding and giving them the freedom to wait in a more comfortable space. This can be especially helpful if your restaurant doesn’t offer a lot of standing room.
While in an ideal scenario you collect payment upfront through your website or ordering platform, it’s good to have a fallback for those who prefer in-person transactions. A fast, reliable card reader or payment terminal is essential. Solutions like contactless or QR code payments can further cut pickup time and help you pivot to a more tech-driven guest experience.
For example, sunday offers a streamlined way for customers to settle their bills quickly. This can boost your staff’s efficiency by eliminating bottlenecks at the till. Many restaurant owners appreciate how a simple, intuitive payment experience can reduce the tension of peak hours. Still, each restaurant’s needs differ—so choose the payment solution that fits your workflow best.
Technology alone won’t solve everything. Your staff plays the starring role in delivering a top-notch Click & Collect service without the meltdown factor. Here are a few training tips:
As you refine procedures for your team, aim to keep instructions simple and precise. Just like a great recipe, if it’s easy to follow, success is almost guaranteed.
Part of developing a Click & Collect system that won’t overwhelm you is setting realistic boundaries for what your restaurant can handle. Let’s say you only have two pizza ovens. If you receive 20 online orders in a 15-minute window, you’re clearly going to face a delay. How can you prevent it?
Being transparent with customers about these constraints can actually improve trust. People prefer honesty to false promises of “ready in 10 minutes” when it’s realistically going to take 30.
One sneaky side effect of a busy Click & Collect operation is that it can overshadow your dine-in guests. If resources are diverted to handle online orders, your in-house patrons might feel ignored. This is akin to focusing so much on garnishes that you neglect the main dish. How do you avoid it?
Balancing both audiences helps you create a harmonious environment that fosters returning visitors both onsite and online.
A big advantage of digital ordering is the potential for gathering data about your operations. By tracking:
Studying these metrics can guide staffing decisions, menu tweaks, and marketing campaigns. According to
UKHospitality guidance, leveraging data to better understand customer preferences can significantly improve efficiency and profitability. Small adjustments can have substantial impact if they address a genuine bottleneck in your flow.
At times, the best solutions are the ones you barely notice, because they blend seamlessly into your existing routine. That’s where solutions like sunday come in. They offer the possibility of contactless payments via QR codes so your staff spends less time on transactions. But that’s just one of many ways to ensure a frictionless environment.
If a diner places a Click & Collect order, pays in advance via the platform, and even tips generously without any fuss, that’s one less point of traffic at your card reader. These small, seemingly invisible improvements add up, turning a chaotic rush into a more orchestrated flow. While it’s not a silver bullet, it can significantly lighten the load on your team, letting them focus on preparing top-notch meals.
Creating a superb Click & Collect experience during peak hours requires a balanced mix of planning, technology, and staff excellence. From limiting the number of orders per time slot to adopting intuitive payment solutions, every piece of the puzzle works toward the same goal: delivering a quick, efficient, and pleasant pickup for your customers.
Like perfecting a recipe, you might need multiple trials to get it just right. But once you’ve cracked the formula, you’ll be rewarded with loyal customers and a team that feels proud of their service. When diners skip the queue because your process is so well-defined, you know you’ve achieved a milestone in hospitality.
Leverage multiple communication channels to spread the word, such as social media, your website, and in-store signage. You can also add a note on takeaway menus or receipts. The more consistent and clear your messaging, the easier it is for customers to understand and adopt your new service.
Not necessarily. Efficient Click & Collect often hinges on smart scheduling and well-defined roles rather than a large team. If you can allocate a person to coordinate incoming orders, package them, and manage pickups efficiently, you can keep the overall team size manageable.
Transparency is huge here. Send real-time notifications or text updates if you’re running behind schedule. Offer simple gestures like a free drink or discount on a future order to acknowledge the inconvenience. This can go a long way in preserving goodwill.
Problems can arise if your resources are stretched too thin. That’s why it’s important to have separate roles or stations for online and dine-in orders, especially during peak times. Clear team responsibilities and well-managed time slots ensure everyone receives the attention they deserve.
Encourage pre-payment through your online ordering platform, or use a quick and reliable payment method during pickup, such as card or contactless payment. Tools like sunday allow diners to pay seamlessly, even adding a tip if they choose. Reducing time spent processing payments ensures smoother service overall.
