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When you hear “Click & Collect,” perhaps you think of the hectic days during lockdowns, when queues of take-away bags and masked delivery drivers formed the lifeblood of many struggling restaurants. Yet, COVID-19 restrictions have eased, and life has largely returned to normal. So, if Click & Collect was born of necessity, you might be asking: “Is it still a must-have service in January, when dine-in starts to pick up again?”
It is true that at the height of the pandemic, Click & Collect dominated the restaurant scene. According to statistical data from The Caterer (The Caterer), takeaway deliveries and self-collection increased by over 30% in the UK hospitality sector between 2020 and 2021. In some areas, it even helped restaurants survive the toughest trading conditions they had ever encountered. Now that the dust has settled, it might seem that you can return to “business as usual.” But consider that many of the habits your customers adopted have remained.
A portion of diners have found self-collection both quick and convenient. Even though they could book a table, the memory of realising they could simply pick up their favourite dish on the way home has stuck. Let’s explore why January might actually be a perfect time to refresh your approach to Click & Collect, rather than removing it from your game plan.
January is a time of new beginnings, but it is also a season of tight budgets. Right after the festive period, people often want to cut back on spending. For many diners, that can mean fewer lavish nights out and more cost-effective ways to enjoy a favourite meal. Click & Collect conveniently sits in this space: it allows customers to save on delivery fees while still getting restaurant-quality food.
Here are some noteworthy trends:
This is particularly relevant in a time marked by flexible working arrangements. Many workplaces offer remote or hybrid models, so employees remain at home more often. That can mean a change in standard lunch routines. Instead of your usual dine-in business crowd, you might see an uptick in call-ahead or online orders. So, even though the pandemic is no longer driving these behaviours, the workforce itself has shifted, and Click & Collect can accommodate new customer routines.
Even if you are noticing that more customers are returning to dine in, do not underestimate the long-term benefits of a well-run Click & Collect service. Consider the following:
It is hard to deny that satisfying the after-work crowd or hungry shoppers is still good business. Some might argue that a smaller number of January orders does not justify the added complexity, but for many establishments, it might sustain consistent sales on slower weekdays and open new revenue opportunities.
Just as customers consider the pros and cons, you as the restaurant owner have considerations of your own. Maintaining Click & Collect might raise concerns about staffing, packaging costs, or operational complexity. It can be challenging to design a system that avoids chaos, especially if your staff must juggle in-house diners, phone-in orders, and online requests all at once. Compared to the hustle and bustle of the festive season, January might feel quieter, making you wonder if it is time to scale back.
Here’s how to tackle the most common drawbacks:
If Click & Collect has evolved from being a pandemic saviour to a standard restaurant offering, it’s worth adapting your approach to serve the new normal. A well-run Click & Collect is not simply an “order online, pay at the cash register” scenario. Today’s customers expect frictionless experiences:
All these details can help your Click & Collect service feel as premium as your dine-in meals. By doing so, you build a sense of reliability, which translates into repeat customers and glowing reviews. Remember, people talk about their experiences—good or bad—and in an industry as reliant on word of mouth as hospitality, delivering excellence in every channel is paramount.
One key advantage of running Click & Collect is keeping transactions simple. When you shorten customers’ observational waiting time, you create a more engaging experience. Over the last couple of years, QR codes have entered mainstream use, not just for menus but for payments, especially with solutions like sunday.
Rather than forcing your customers to queue for a payment terminal and tap a card, you could offer a way for them to pay when placing the order online—or just let them scan a QR code upon arrival. This can save your staff time, reduce friction at the counter, and ensure that each transaction is recorded swiftly and accurately.
Restaurant owners and managers often find that adopting new technology, such as table stickers for dine-in or app-based ordering for collections, fosters a modern image. Especially in January, when the weather might be unappealing, the less time customers have to spend in line, the happier they are likely to be. Minimising face-to-face contact might also matter for still-cautious individuals or those with a preference for speed.
Click & Collect is not just about convenience; it can also help you build your reputation and customer loyalty. Here are a few reasons why:
When customers come in to pick up their order, they also have a chance to see your restaurant atmosphere. Maybe they’ll notice your cosy interior, mouthwatering bakery counter, or front-of-house staff who greet them with warmth. This short “in-person” interaction can kindle curiosity for a full dine-in experience. You might convert a once-a-month pick-up customer into a loyal weekly diner.
To decide if Click & Collect remains worthwhile for your restaurant, consider some practical tips. Below is a quick table laying out potential benefits alongside challenges to guide your decision:
| Potential Benefits | Potential Challenges |
|---|---|
| Opens new revenue streams | Requires extra staff training |
| Encourages loyalty with convenient pick-up | Packaging costs can be significant |
| Reduces hefty delivery fees | Scheduling or queue management needed |
| Promotes better brand control | Harder to forecast order volume |
Whether or not you decide to continue or expand your Click & Collect service, it’s wise to remain prepared. After all, the beginning of the year can be unpredictable, from last-minute group bookings to sudden snow flurries that deter diners from venturing too far from home.
Below are some operational tips to refine your approach:
When we talk about bridging convenience, one major piece of the puzzle is fast and seamless payment. Looking at the UK market, digital ordering is only half the story. The next step is to reduce friction at the point of payment.
Enter solutions like sunday, offering QR code-based payments that require minimal staff involvement. By placing a simple code on your take-away bags, your customers can just scan and settle their bill. In a few seconds, their payment is confirmed. Need them to tip or leave feedback? The same environment can prompt them to add a tip or even post a review on Google if they had a brilliant experience. This is particularly appealing for restaurant owners focused on:
Not only does it appeal to the bustling lunch crowd, but it also positions your restaurant at the forefront of modern dining concepts. Today, efficiency matters as much as taste.
With the new year in full swing, your marketing strategy might involve rethinking your full menu or sprucing up the décor. Now is the moment to check if your service offerings align with the demands of the market. January might not be your busiest month, but it can set the tone for the rest of the year.
No matter your restaurant’s size—whether you run a small local café or helm a multi-unit franchise—reflect on how Click & Collect fits into your customer journey. Even if foot traffic has risen again, there is a large demographic that still appreciates pick-up options for speed and cost-effectiveness.
Many restaurants find themselves pleasantly surprised by off-peak orders. These are kids’ after-school meal pickups, last-minute office lunches, or an easy dinner option for a busy parent who forgot to plan. The potential for stable, incremental revenue is there if you make the process simple and trustworthy. A reliable Click & Collect service helps you stand out from the competition and extends the warmth of your restaurant’s experience beyond its physical walls.
Below are some of the most common questions restaurant owners ask about running a Click & Collect service, especially around the new year.
A: It can raise costs around packaging and staff time, but smart scheduling, bulk packaging purchasing, and efficient digital ordering systems can offset these. Plus, in slower months, every extra revenue stream can help stabilise your bottom line.
A: Not necessarily. Plenty of cost-effective, user-friendly solutions exist that integrate seamlessly with your existing POS. Look for systems that handle both online payments and order tracking without large monthly fees. Many also let you customise the user interface to match your brand.
A: Adequate training and clear procedures are the key. Label orders carefully, assign one staff member to monitor incoming online orders, and ensure smooth handovers. If you reach a consistently high volume, dedicating staff specifically to these tasks could streamline operations.
A: Absolutely. Unlike third-party delivery, Click & Collect puts you in direct contact with your customers, helping you gather feedback and build brand loyalty. Customers often appreciate feeling connected to their local restaurant, and seeing your staff, even briefly, can nurture that sense of familiarity.
Ultimately, Click & Collect was never just a passing trend. It met customers where they needed restaurants to be—contactless and convenient—and paved the way for new forms of engagement. In January, it remains relevant because the motivations behind it—saving time, costs, and effort—haven’t disappeared. They have merely evolved. By carefully assessing your restaurant’s capabilities and customer desires, you can decide whether continuing or refining your Click & Collect service is the right move to keep your business humming year-round.
