1min
Every restaurant owner knows that the phrase “time is money” isn’t just an overused proverb—it’s the backbone of our day-to-day reality. The challenge is finding ways to boost efficiency and improve customer satisfaction without overloading the team. Enter Click & Collect, a seemingly simple digital ordering method that allows guests to place orders online, then swing by to pick them up. While the concept has been around for a while, its significance has soared in recent years.
Particularly in the UK, Click & Collect has revolutionised the way local food businesses operate. From the corner café offering a quick coffee collection to full-service restaurants packing up three-course meals, it’s a strategy that responds to customers’ growing desire for speed and convenience. According to Statista, the UK food delivery market was worth billions of pounds in 2021, and Click & Collect tends to be a crucial piece of that pie. If you’ve wondered how Click & Collect might help you handle more orders without bloating your payroll, you’re in the right place.
As straightforward as it sounds, many proprietors still fret about operational complexity: “This is just another system to set up—won’t I need extra staff?” The short answer: not if you adopt the right approach. In fact, with an efficient Click & Collect setup, you can reduce staff pressures because your team is freed from juggling walk-in, telephone, and online orders in a disorganised manner. Instead, they can focus on creating amazing dining experiences for patrons on-site and packaging takeaways seamlessly for those collecting meals to go.
It’s tempting to imagine a brand-new digital order channel as adding more to your plate. After all, you’ll receive additional orders, coordinate pick-up times, and possibly handle payment collection in ways you haven’t before. But here’s the promise of a well-designed Click & Collect workflow: the system does the heavy lifting. From ordering to payment processing to customer communication, modern technology can automate many tasks that used to require manual intervention.
When each step above is frictionless, your existing team remains more than capable of handling the extra volume. Instead of pulling someone off the floor or hiring additional helping hands, you can steer your staff’s energy to places that directly enhance customer satisfaction. This clarity extends even further when you add on enticements like digital tipping. With a solution such as sunday, a QR code payment can prompt a tip automatically, making it seamless for guests to thank your staff for exceptional service without complicating the pick-up process.
Let’s look at a scenario to see how Click & Collect can flourish without recruiting more people. Suppose “The Roasted Pepper,” a mid-sized bistro in Manchester, wants to offer a new take-away option. The owner, Grace, has three full-time staff on rotation. Already running on a lean setup, Grace fears a meltdown when online orders start rolling in.
Yet after she set up an online menu, activated Click & Collect with pre-payment, and integrated it into her restaurant’s workflow, she discovered her staff could breeze through these orders. Here’s what changed:
Instead of chaos, “The Roasted Pepper” experienced a more structured flow, a bump in revenue, and fewer missed calls. The staff—previously anxious about juggling new tasks—embraced it because it saved them effort in the long run. That’s the sweet spot for Click & Collect.
Rolling out a Click & Collect solution doesn’t have to be complicated. Think of it like refining a recipe until it’s spot on. Here’s a straightforward blueprint:
A well-executed Click & Collect setup can feel almost magical. But behind the curtain, a few core tools keep everything humming:
Along with these digital tools, consider how intangible factors can improve the experience. For instance, a simple sign at your entrance or a quick mention by your servers can nudge dine-in customers to try Click & Collect next time. If they have a positive takeaway experience, they might also mention it in a Google review.
| Feature | Benefit |
|---|---|
| Online Menu | Upselling opportunities and fewer order errors |
| Prepayment | No queues at the till, reduced transaction time |
| Immediate Order Tracking | Streamlined communication to kitchen staff |
| Notification System | Shorter wait times for customers upon arrival |
| Integrated Tipping | Boost staff morale and reward service quality |
Despite the many advantages, some issues can crop up. Fortunately, they’re often easy to solve once you know what to look out for. Here are typical stumbling blocks:
Companies like sunday have tackled many of these hurdles, simplifying payment collection and letting you encourage feedback—like spontaneous Google reviews—right after payment. For many restaurants, an all-in-one approach can be the difference between a system that feels overwhelming and one that excitedly grows your sales.
Oddly enough, guest satisfaction is a metric sometimes overlooked when talking about “takeaway.” But you know better. The happier the guest—takeaway or dine-in—the more likely they are to come back, tip your staff, and spread the word.
By offering a smooth, user-friendly Click & Collect experience, you’re sending a message: “We respect your time. Your meal will be ready when you arrive, and you won’t need to stand in a queue.” That not only keeps them coming back for more but also prompts those precious five-star Google reviews. Many Click & Collect systems can trigger a request for feedback, so you can further refine your customers’ journey without needing extra staff to chase them for opinions.
Another subtle advantage is transparency. When you display your menu online, with honest pricing and no hidden fees, you build trust. Customers appreciate knowing exactly what they’ll pay. If you incorporate a quick tipping prompt, they may tip if they’re pleased with your clarity and service—even if it’s just popping in to collect their order.
Let’s talk about the elephant in the room: labour expenses. One of the top reasons for a restaurant’s razor-thin margin is staffing. While top-notch servers, hosts, and chefs are crucial, labour can be the single largest line item in your budget. So how do you address the paradox of increasing orders while not inflating staff hours?
Technology steps in to handle tasks that traditionally required a lot of human intervention, such as taking calls, reading out menu details, repeating special offers, verifying payment, or clarifying pick-up times. By streamlining processes, you free each employee to focus on tasks that have the biggest impact, like:
None of these require new hires, provided existing staff members have a well-structured system to support them. After all, the point of technology is to complement, not replace, the core hospitality that your restaurant excels at offering.
Click & Collect can also dovetail nicely with other digital tools that have flooded the F&B scene. If your restaurant already uses QR code payments for dine-in guests, you can mirror that streamlined approach for your takeaway customers. The same principle applies to tipping: letting guests quickly add a tip digitally reduces those awkward moments where someone fumbles for spare coins at the till.
Encouraging reviews is another area where synergy counts. If you know your customers are engaged digitally—after all, they ordered online—why not prompt them for a Google review once they complete their payment? From a brand standpoint, this is gold. Authentic, positive reviews bring more business, improve your search rankings, and establish your place in a crowded market. And it all happens without staff having to verbally nudge people: “Could you leave us a review, please?” The system does it gently, encouraging them to share their experience while the meal is still fresh in their minds.
The future of restaurant service is likely to lean even further into digital convenience. More restaurants will expand their menus beyond dine-in options, exploring family-style or even “heat and eat” items for Click & Collect. If you’ve got a signature gravy or sauce, you might start offering that as an add-on to entice bigger order values.
Meanwhile, as consumer habits continue shifting, flexible dining options are paramount. Diners increasingly move between in-person experiences and at-home enjoyment, depending on their schedules or comfort levels. With minimal overhead, Click & Collect lets you adapt seamlessly.
It’s also a stepping stone for further innovation—like local marketing or loyalty schemes. If your system already captures each take-away visitor’s details, you can target them with personalised offers: “We noticed you love our grilled halloumi. Here’s a discount if you order a family-sized portion this weekend!” That’s not only a source of recurring revenue; it’s a chance to build relationships, one order at a time.
Before you bite into this transformative option, you might be wondering how to get the most benefit from a Click & Collect program that truly resonates with your guests. Here are a few bonus suggestions:
Like a well-cooked dish, implementing a Click & Collect solution doesn’t mean you’re finished the moment it’s on the plate. Keep experimenting, adapting, and adjusting, because your customers’ needs won’t remain static. Perhaps you’ll discover that your portion sizes for takeaway need rethinking, or that you can integrate eco-friendly packaging for an edge in sustainability.
That’s the beauty of a digital solution: it’s flexible. You can easily tweak your menu, highlight new creations, or promote special seasonal items. And if you decide to integrate a new payment method—say a digital wallet—there’s no need for a complicated staff training spree. The system quietly updates in the background, continuing to save time and streamline operations.
When done well, Click & Collect is anything but an afterthought—it’s a strategic revenue channel, an avenue for building brand loyalty, and a cost-saving method, all wrapped into one. It doesn’t demand more staff or an avalanche of new overheads. Instead, it blends seamlessly with what you’ve already built, strengthening both your bottom line and your relationship with guests.
Yes. Smaller restaurants can benefit the most, as Click & Collect allows better control over order volumes and minimal additional overheads. A concise setup combined with existing staff often handles the online orders without extra hires.
Costs vary based on your chosen platform. Some providers charge monthly fees plus transaction costs. Others might require a one-time installation fee. Research thoroughly—there are solutions that scale well for smaller bistros as well as large chains. Just remember that streamlined operations usually offset these fees through increased orders and satisfied customers.
If managed properly, it shouldn’t impact your on-site guests negatively. By spacing out pick-up times and using an integrated EPOS, your staff can handle orders without leaving dine-in guests waiting. Pre-payment also means fewer hold-ups at the counter.
Absolutely. Digital payment platforms often include a tipping option. Customers appreciate the convenience of adding a small gratuity, especially if they know their order’s been prepared with care. It’s a boost to staff morale and never feels forced.
Spread the word with eye-catching signage in your restaurant, multiple social media posts, and an email newsletter if you have one. Encourage your current guests to try it next time, and highlight any introductory promotions.
This is where scheduling and capacity settings come into play. If you notice an influx of simultaneous orders, place time caps or adjusted pick-up slots to ensure smooth service. Better to spread out orders than to risk a logjam that compromises quality.
Click & Collect, when handled wisely, is more than a passing trend. It’s a practical, scalable way for restaurateurs to capture new business and improve guest satisfaction—without the need for extra staff. By setting up a streamlined digital ordering system, integrating payments, and offering top-notch service, you keep your kitchen humming while your staff thrives in delivering an exceptional experience to every diner, whether they’re grabbing dinner to go or lingering for a full meal inside.
Drop us your details below and we’ll reach out within the next 24
Let your customers order directly from you, where they are.
