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Picture this: it’s nearly lunchtime, the line is wrapping around your counter, and your phone is ringing off the hook. Customers want to place orders in advance to grab and go; your kitchen is fielding multiple tickets from various sources, and you’re juggling on-site diners as well. Sound familiar? That’s why Click & Collect has become indispensable for modern UK-based restaurants, pubs, and cafes.
In essence, Click & Collect is a system where customers order online and pick up their meals without waiting in lengthy queues. For you, this can translate into a noticeable reduction in wait times, faster table turnover, and happier, more loyal customers. According to Statista, Click & Collect has seen a significant increase in usage across the UK—an indicator that it’s no longer a “nice to have” but an essential part of any restaurant’s service offering.
However, if not set up and managed efficiently, Click & Collect can become one more channel to monitor among many, creating workflow overlaps and adding complications to your day. Let’s explore a proven process that will help you streamline orders, save time, and delight your customers.
Before we dive into the practical steps, it’s worth understanding why a streamlined Click & Collect process delivers such big returns. We’ve seen from firsthand experience in countless eateries—from corner cafes to large chain restaurants—that an optimised workflow can free up to 30 minutes each day. That half hour can mean:
Think of a busy restaurant environment like a bustling kitchen during the dinner rush. Every second counts, and every minute saved can be reinvested in making dishes taste even better or giving customers that little extra attention. When your Click & Collect process is smooth, everyone—both staff and guests—enjoys the culinary experience more.
The heart of Click & Collect is a user-friendly online ordering platform. Whether you choose a known third-party service or a custom-built online order page, you want to ensure a few key features:
Investing time here pays dividends: the fewer barriers between a customer’s decision to order and the successful placement of that order, the more you’ll see your sales climb. Your kitchen will also appreciate receiving well-structured digital order tickets rather than hastily scribbled phone notes.
Once the order is placed, the next hurdle is payment. Clunky payment systems can be a source of friction. You don’t want customers waiting at the bar or a crowded counter to pay, especially if you’re promising a quick “click and collect” experience. Payment terminals that are easy to use and accept multiple card types or digital wallets are essential.
Here, solutions like sunday can help by enabling QR code payments that let clients settle up on their own phones. While they’re waiting to collect their order, they can pay securely, leave a tip, or even share a quick review—building great word of mouth for your restaurant. If you automate or at least reduce the manual involvement in handling payments, you can rescue precious minutes each day.
When Liz at “Liz’s Cozy Scones” launched a Click & Collect offering, she spent too many hours calling customers to confirm pick-up times or updating them about delays. The result? Lots of wasted minutes each day, plus frustration for both staff and guests.
Automating notifications is a game-changer. Some practical ideas:
Not only does this reduce in-person or phone-based communication, it also projects an image of efficiency and professionalism. People love being kept in the loop with minimal effort on their part.
Streamlining isn’t just about what happens on the customer’s phone or laptop; it’s also about how your kitchen staff processes digital orders alongside on-site tickets. An organised back-of-house system ensures you can deliver orders at a steady pace:
If you invest in a system that pulls all orders into one flow, your staff won’t have to re-check separate devices or wonder which queue to tackle first. Fewer mix-ups mean time (and money) saved.
When someone arrives to collect their pre-paid, pre-ordered meal, the last thing you want is a bottleneck at the collection counter. This part is crucial: you’ve done all the work to make ordering and payment quick and easy—if the final pick-up experience is chaotic, it undermines everything.
The secret is to designate a clear spot for Click & Collect. A simple sign reading “Order Collection Here” could do the trick. Train your staff to greet collecting customers promptly with warmth and attentiveness, verifying the order quickly. By the time they arrive, all that’s left is a smile and a quick handover.
If possible, separate the collection area from the main queue. That way, in-house diners or walk-in customers don’t block those just popping in for a quick pick-up. Responding to the diversity of consumer habits with clear signage and good staff training can save you from some serious queue congestion.
One hidden time-drain in Click & Collect is dealing with out-of-stock items. If your system doesn’t automatically update menu offerings based on real-time inventory, you might accept an order for an item you’ve run out of. Cue frustration, extra communication, and potential refunds.
Here’s how you can dodge that headache:
A robust inventory system that “talks” to your online ordering platform not only prevents awkward scenarios, it can also guide you to forecast and plan recipes better, reduce waste, and maybe even highlight profitable menu items that deserve top real estate in your online store.
A restaurant isn’t just about serving food; it’s about forging an experience and a relationship with your clientele. Click & Collect, if used well, can enhance that relationship. Once customers have picked up their orders, you can follow up in a friendly, unobtrusive way:
Customers might prefer to avoid direct contact, so ensure you offer options: a quick text with a link, a short email, or even a prompt when they pay with a QR code. Respect their time by keeping any follow-up short and sweet—like a delicious amuse-bouche of communication.
Just as you keep an eye on how many plates you serve on a busy Friday evening, measuring the performance of your Click & Collect process is vital. Some data points to consider:
Think of it like tasting your own recipes regularly—if something is off, you want to catch and correct it quickly. Data provides the “seasoning” that can enhance your restaurant’s efficiency and keep you ahead of the competition.
Your team is the backbone of your restaurant. When they’re scrambling to answer phones, juggle in-house diners, and pack takeaway bags, stress creeps in. Streamlining Click & Collect means giving them air to breathe and space to shine at what they do best—cooking amazing meals and delivering top-notch service.
Here are some ways a well-designed Click & Collect workflow directly benefits your staff:
It’s not just about saving you 30 minutes. It’s also about saving your staff from all those little stressors that can accumulate into a big headache by the end of the day. Think of it as preventing burnout, one efficient order at a time.
A click-and-collect system is only valuable if your customers know it exists. Promotion means more orders, which in turn leads to better cost-efficiency and brand visibility. Some tips to spread the word:
You can also spotlight any time-saving or eco-friendly angles—like reduced packaging or fewer carbon-heavy deliveries. Many customers are happy to pick up their food if it’s convenient and they believe their favourite restaurant is making it easy and rewarding.
Online ordering platforms are perfect for gently suggesting upgrades or add-ons, provided you don’t overwhelm the customer. For instance, if someone orders a burger, a simple pop-up asking, “Would you like to add a side of fries or a salad?” can increase revenue.
Consider showcasing:
But remember, keep it straightforward. Too many pop-ups or aggressive promotions can annoy your audience. Just like a well-structured wine list, your customers should see relevant options without feeling forced to buy something they don’t want.
Now let’s loop back to Liz, who runs a small bakery known for her melt-in-the-mouth scones. Initially, Liz thought Click & Collect would be a minor addition. But as soon as she launched it, phone calls poured in, her staff got flustered with scheduling pickups, and the front counter turned into a bottleneck.
Liz decided to:
In the first week, Liz measured her savings at roughly 25-30 minutes a day—enough to bake extra scones for the afternoon crowd and improve her packaging process. Beyond the time saved, she reported fewer mistakes in orders, significantly happier staff, and an uptick in positive online reviews.
While the benefits are undeniable, you shouldn’t expect a completely smooth ride without a bit of fine-tuning. Common hurdles:
Keep in mind that each restaurant has its unique character, so you might need to adapt these suggestions to suit your environment. But the core principles—automation, clarity, and a great customer experience—remain universal.
Restaurants are like living organisms, and occasionally something goes askew. Whether a customer didn’t receive the correct item or they arrived too early, a clear protocol for issue resolution can salvage the situation. Think of it as your “quick fix recipe”:
A dependable protocol takes guesswork out of the equation, supporting staff in delivering consistent, reassuring service no matter what storm blows in.
As the UK dining scene continues to evolve, flexibility is key. A well-executed Click & Collect system isn’t just a temporary convenience—it’s a long-term investment in your restaurant’s relevance and resilience. From labour shortages to seasonal fluctuations, having an efficient workflow means you’re ready to handle unexpected spikes in demand or abrupt changes in consumer habits.
Moreover, rapid technological advances in ordering, payment, and communication tools will keep shaping how customers interact with food businesses. Keeping your Click & Collect infrastructure up to date—be it through routine platform software updates or periodic menu refreshes—ensures you stay a step ahead.
Below are some of the most common questions we hear from busy restaurateurs thinking of implementing or upgrading their Click & Collect process.
Not necessarily. During peak meal times, it can help to assign one person to manage Click & Collect. But in smaller restaurants, cross-training your team to handle both in-house and online orders usually works well. Consider the volume of orders to decide whether separate stations are a worthy investment.
Costs vary. Some platforms charge monthly fees, while others take a commission per transaction. The key is to weigh those costs against the time (and potential sales) you’ll save. Many restaurants find that a professional online ordering system pays for itself quickly.
Sending automated order-status updates can reduce early arrivals. If delays do occur, communicate proactively. Some restaurants store completed orders in a warming or chilling space, so the food remains fresh until the customer arrives. Clear signage and staff instructions also help manage foot traffic when pick-up timing is off.
You can balance digital efficiency with traditional options. Keep phone ordering open or offer personal assistance to guide customers through your online system if needed. Presenting multiple ways to get in touch ensures you don’t alienate those who prefer a personal touch.
Yes, most third-party tools allow some level of custom branding—like adding your logo or using your preferred colour scheme. While you may not have full control, you can often incorporate elements that reflect your restaurant’s identity. Additionally, the tone of confirmation messages or follow-up notifications can be tailored to fit your brand voice.
In the busy world of UK hospitality, efficiency can be the deciding factor between daily chaos and a thriving, modern restaurant. Fine-tuning your Click & Collect workflow might be the single most effective way to claw back a half hour each day—time you can devote to perfecting recipes, training your staff, or simply engaging with diners in a meaningful way.
From selecting the right online ordering system and streamlining payments to perfecting your kitchen workflow and automating notifications, the steps are straightforward yet powerful. Embrace these best practices, whether you’re a cosy bakery or a bustling gastro-pub, and you’ll find that 30 extra minutes a day is only the beginning of what you can accomplish.
