1min
Click & Collect—sometimes called “order online, pick up in person”—has become a major trend across the UK restaurant scene. It’s a straightforward concept: customers browse your menu online, place their order, and collect it from your establishment at a scheduled time. Think of it as a streamlined takeaway service that keeps hungry patrons out of the queue and your staff focused on the food.
Recent data published by Statista highlights the meteoric rise of Click & Collect in retail and hospitality, with many independent operators joining larger chains in adopting contactless collection models. While home delivery has attracted most of the headlines, Click & Collect continues to gain traction because it offers diners an easy way to support local restaurants without incurring third-party delivery commissions. For restaurateurs with tight budgets, it’s a cost-effective path to growing revenue—and a great way to expand brand loyalty.
The pandemic undoubtedly turbocharged this shift. But even as dining rooms have reopened, customers still appreciate convenience. For busy parents heading home from school runs or workers with limited lunch breaks, being able to swing by and pick up a mouth-watering meal—hot and ready to go—is immensely appealing.
You might wonder: why invest time and resources developing a Click & Collect service? For many independent restaurants, this channel has the capacity to unlock new revenue streams while nurturing long-term customer loyalty. Here are a few reasons Click & Collect can be a game-changer :
For smaller, independent eateries, adopting Click & Collect needn’t be a complex policy decision. A well-structured plan and a straightforward tech setup can let you tap into this market and hold your ground against better-known rivals.
Let’s dive into the nuts and bolts of making Click & Collect both simple and robust. Before any marketing campaigns or redesign of your dining space, you’ll need the technical foundation. Here’s how to approach it:
The core element is your online ordering platform. This is where your menu lives and where customers place orders. You could integrate directly through your website, use a third-party ordering tool, or even set up a system via popular food platforms. For maximum control and cost savings, opt for a dedicated platform that integrates seamlessly into your existing point-of-sale solution.
Transitioning your menu from print to digital is more than just copying and pasting text. A successful digital menu should:
Over-complicating payment can lead to frustrations, as customers seek an easy, secure check-out process. Consider a simple online payment gateway that processes credit cards, debit cards, or other popular payment methods. The aim is frictionless transactions.
One handy solution you might explore is sunday, which offers a fast and intuitive payment flow for restaurant orders. It lets diners pay using a QR code and easily leave a tip, so you can boost staff morale while building customer satisfaction. If you decide to add further flexibility, using a reliable card reader or integrated system at pick-up can also help reduce queues.
Adding Click & Collect means there’s another operational ball to juggle. However, a thoughtful plan can ensure it’s a smooth catch rather than a dropped pass. Think of your kitchen as a finely tuned orchestra—if one section plays out of sync, the entire performance falters. Here are points to keep in mind:
When customers invest their time (and appetite) in Click & Collect, they expect their orders to be just as fresh and appealing as if they were dining in your restaurant. The logistics of packaging and quick turnover times are vital to delivering that first impression every time.
Invest in sturdy containers that keep hot foods hot and cold foods cold. Packaging with specialised compartments helps prevent sauces or liquids from escaping en route. Biodegradable or compostable options align with eco-conscious consumer demands—an added selling point.
Customers who love your piping hot baked lasagne might be disappointed if it’s lukewarm at collection. Clear instructions in your order confirmation emails or text messages let customers know how their food has been prepared and how to pick it up with minimal hassle. And if they’d like extra condiments? Include a quick link to those add-ons during the online order process.
Even a fantastic service can go unnoticed if nobody knows it exists. Promotion is non-negotiable. Spread the word through multiple channels:
For an independent eatery, playing to your strengths—authenticity, local connections, and personal touch—can amplify your marketing. Engage with your community by offering a loyalty programme for repeat Click & Collect customers and encourage them to share experiences on social media.
Cash might still be king in some contexts, but digital payment is often faster and simpler—exactly what customers want in a busy pick-up environment. Think of a card reader or point-of-sale device in your handover area, so customers can confirm or modify any last-minute changes and complete payment swiftly. The less time they spend waiting, the happier they’ll be to return.
Tools like sunday can help you give diners what they crave: a user-friendly payment process. Instead of rummaging for cards, they can scan a QR code, pay with their preferred method, and leave a digital tip to show appreciation. Many also value the option to post a quick Google review immediately afterwards. By syncing reviews with the payment stage, you can harness the goodwill of a satisfied customer and turn it into online visibility.
Bringing a Click & Collect model into your restaurant might occasionally feel like balancing plates on a tightrope. These challenges may crop up, but solutions are readily accessible:
It’s normal to encounter bumps in the road, but the knowledge gained from early experiences helps refine your process. Many independent restaurants soon find that Click & Collect, once established, becomes an efficient and profitable part of their operation.
Let’s introduce a fictional independent café-restaurant in a bustling English market town. Known for homemade pastries, all-day brunch, and a friendly team that greets you by name, The Cheerful Bistro has a loyal following. But like many small eateries, they noticed a shift: local customers wanted more flexibility, especially during lunchtime when they had precious little free time.
After launching a Click & Collect service, they built a simple menu page on their website, added an online payment option, and set up a separate table near the entrance for quick pick-ups. The initial results were modest—around ten orders per day—until they ramped up social media efforts, posting daily pictures of their best-selling scones and cappuccinos “to go.” Within three months, they had quadrupled their daily take-away orders.
Crucially, staff found it manageable. By assigning a dedicated barista to handle Click & Collect orders, The Cheerful Bistro avoided the dreaded bottleneck at the espresso machine. Online reviews also soared, with time-pressed regulars praising the bistro’s efficiency and quality. This success story highlights how modest changes to operations can lead to major rewards, even without a massive up-front budget.
Even as Click & Collect becomes more common, there are ways to evolve your offering and stay a step ahead of changing consumer habits. Here are some trends to watch:
| Packaging Option | Cost per Unit (Approx.) | Eco-Friendliness | Recommended For |
|---|---|---|---|
| Plastic Foam Container | £0.25 | Low | Hot or liquid items (but rarely recommended due to environmental impact) |
| Reusable Plastic Container | £0.70 | Medium | Multiple reuses; suitable for meal plans or regular customers |
| Biodegradable Box | £0.50 | High | Hot meals, sandwiches, pastries; an eco-friendly choice |
| Compostable Container | £0.60 | Highest | Premium takeaway offerings and eco-conscious customers |
By staying flexible—both operationally and in terms of your product offerings—you’ll be well-positioned to keep your Click & Collect business strong.
You’ll need a reliable online ordering platform, a stable internet connection, and a card payment solution (like a card reader or an integrated point-of-sale) that can accept contactless transactions. Packaging supplies and a dedicated pick-up area are also key.
Send automated notifications—via email, text, or app alerts—outlining their confirmed pick-up time. Proactive reminders encourage punctuality, so your freshly prepared dishes maintain their quality.
Many independent restaurants keep prices identical for both channels to maintain consistency and avoid confusion. However, some do charge separate prices to factor in packaging or convenience. If you take this path, make sure it’s clearly explained to avoid surprise or complaints.
Schedule and limit the number of Click & Collect orders you accept per time slot, especially during peak dining hours. Communicate expected pick-up times clearly in the ordering process, so customers understand if they’re queued for a slightly later slot.
Yes—if done with tact. Prompting tipping in an online checkout helps staff feel valued and can be a solid morale booster. Tools like sunday make tipping simple and discreet, which often leads to higher gratuities.
Yes, but it may need minor tweaks. For example, if you run a sushi bar, ensure pick-up kids’ meals and raw fish are kept chilled properly. If you’re a pizza joint, adopt well-vented boxes to prevent soggy crusts. With the right packaging and timing, almost any cuisine can work well with Click & Collect.
Use multiple channels: prominent website banners, social media campaigns, local community boards, and in-restaurant signage. Email newsletters or loyalty schemes are also excellent tools to spread the word to your audience.
Click & Collect is a practical, profitable way to serve today’s busy diners. For independent restaurant owners, it’s not just a short-lived trend—it’s a sustainable model for enhancing customer satisfaction and driving revenue growth. By crafting a clear online ordering process, focusing on packaging and pick-up logistics, and offering seamless payments, you’ll boost your kitchen’s output and your guests’ loyalty. With each smiling customer who leaves your premises bag in hand, you’ll know your Click & Collect strategy is working its culinary magic. Bon appétit—and happy collecting!
Drop us your details below and we’ll reach out within the next 24
Let your customers order directly from you, where they are.
