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Picture this scenario: You’ve just signed up for a brilliant new system that promises to streamline orders, speed up payments, and boost tips. Maybe it’s a digital menu solution, a staff scheduling app, or even a QR-based payment platform like sunday. You’re excited. You can’t wait to see how it will transform your business. But when you introduce the solution to your team, the enthusiasm isn’t mutual. Their eyes glaze over. They look apprehensive or disinterested. Nothing seems to land. Sound familiar?
You’re not alone. According to the “2022 Restaurant Technology Study” from Hospitality Technology (Hospitality Tech Study 2022), 53% of restaurant operators plan to invest more in back-of-house or guest-facing technology. Yet adoption rates among staff often lag behind.
But why? Why does a system that’s supposed to save time, reduce stress, and enhance the customer experience provoke reluctance? And more importantly, what can you do about it?
In this article, we’ll tackle these questions head-on. We’ll explore the most common reasons your team might be dragging their feet when it comes to new tech. Then, we’ll serve up practical, tried-and-tested strategies to help you turn resistance into strong, confident adoption.
To illustrate these challenges in a personal way, let’s take the example of Chef Adam, who runs a cosy bistro in Brighton. Chef Adam introduced a digital payment system designed to speed up checkout and encourage online reviews. He envisioned a streamlined process where diners pay via a QR code, tip a bit more generously (on average) because it’s so easy, and even leave a quick Google review right then and there. In theory, everything sounded perfect.
But in practice, Chef Adam’s waiters grumbled. They felt they didn’t need another app to keep track of. They complained the system didn’t work with their usual routine. As a result, uptake stalled. After hearing a series of “It’s too complicated” or “Our customers won’t like it,” Chef Adam wondered if the money he’d spent on this innovation was about to go down the drain.
We’ll revisit Chef Adam’s bistro throughout this article to see how he overcame these hurdles. For now, let’s cut straight to the core: why is your team responding like Chef Adam’s did?
Ever had to learn a new dish under pressure? It can feel daunting. Staff may worry they’ll make mistakes, that they’ll look slow or unskilled in front of customers. They might fear the new system could replace their duties one day. This fear, often rooted in misconceptions, can quietly undermine adoption.
In Chef Adam’s bistro, the staff claim the system is “too confusing,” but beneath that is a deeper anxiety. They’ve perfected their routine over the years. A new piece of tech feels like stepping onto a stage without a script. Individuals who are already juggling multiple tasks in a hot, fast-paced kitchen or bustling dining room don’t want additional stress.
When Chef Adam held a relaxed after-hours training session, staff tried the QR code payment in a playful, low-stakes environment. This hands-on approach enabled them to overcome a big chunk of their doubts.
Sometimes, your team’s resistance isn’t about the tech at all; it’s about how you introduced it. If your staff only discover a shift in workflow the morning you implement new tech, no wonder they’re reluctant. They feel blindsided, uninformed, and left out of the decision-making process.
Communication is essential in any major change, even more so in tight-knit restaurant teams. From line cooks to hosts, everyone must know the reasoning behind a new solution, as well as the steps required to make it a success.
Chef Adam initially made the mistake of introducing his digital payment system almost overnight. After it flopped, he regrouped. He invited staff to talk about what was and wasn’t working, and together they decided how to fine-tune the implementation. That collaborative spirit turned things around.
Restaurants are known for their busy pace. It’s tempting to adopt a new tech solution and “learn on the fly.” But that’s a recipe for frustration, leading to half-baked adoption and, worse, drives staff to revert to old ways—even if the old ways are more time-consuming.
No one thrives on a system they barely understand. If you want real results, you’ve got to invest in training. Think of it the same way you would invest in your staff’s knowledge of food safety or your new seasonal menu.
In Chef Adam’s case, one of his waiters, Sarah, took to the new system quickly. Chef Adam gave her extra leeway to become the resident expert. She became the staff’s go-to person for quick clarifications. Before long, others followed her lead because they had a trustworthy internal resource.
Just because a tool is new and shiny doesn’t mean it’s user-friendly. In many restaurants, time is money. If your new tech adds multiple steps to a server’s routine—like switching back and forth between a phone and a terminal—team members might balk.
Listen to your staff’s practical concerns. They’re on the frontline of the dining experience day in and day out. If they say the new system is slowing them down—well, there might be a design or workflow flaw. Tools must blend into your existing operational flow, not disrupt it.
Chef Adam discovered the default layout of his digital payment app required three confirmation screens—definitely not ideal in a packed dining room. After contacting the provider, they helped him streamline the process so it took fewer taps. Suddenly, staff found it much easier.
Sometimes, team members resist new technology because they’re worried diners won’t like it. After all, hospitality is all about creating a comfortable, welcoming atmosphere. If your new tablets or apps appear impersonal or complicated, staff fear those changes could negatively impact tips or customer satisfaction.
Of course, the opposite can also be true: well-implemented tech can reduce waiting times, boost online reviews, and even lead to higher gratuities. The key is demonstrating how customers actually respond.
When Chef Adam’s customers started leaving five-star Google reviews about how easy the new payment method was, word spread quickly. Staff realised it wasn’t harming their tips—in fact, they were making slightly more thanks to streamlined transactions and the prompt to leave a tip in the digital flow.
If you, as the restaurant owner or manager, aren’t visibly using or championing the new technology, why would your staff? Leadership sets the tone. Consider the concept of “shadow of the leader”—if the person in charge ignores or rarely uses a new system, so will the rest of the team.
When Chef Adam initially introduced the system, he didn’t use it much himself. He left it to the waiting staff and didn’t check in. After noticing a lukewarm response, he changed tactics: he started every morning meeting by showing staff a quick overview of how many payments were made through the system, average tips, and any interesting feedback from the night before.
Change can be extra work, especially in the early stages. Staff might wonder, “What’s in it for me?” If they don’t see a direct benefit—like increased tips, reduced admin, or easier shift-swapping—they have little motivation to cooperate.
In certain cases, a nominal bonus, friendly competition, or public recognition can help staff get over the initial learning curve. Incentives don’t have to be huge, but they should be tangible and directly linked to the new solution.
Chef Adam offered a small gift card to the staff member who recorded the most upsells and tips in a week via the digital payment system. The camaraderie—and a bit of rivalry—nudged everyone to embrace it faster.
No system is perfect. If your staff faces regular technical hiccups—glitches, slow loading times, or connectivity drops—they’ll abandon the tool without a second thought. Reliability is paramount in a restaurant environment, where every minute counts for both staff and customers.
Before rolling out your new tech fully, test it under real conditions: peak hours, busy weekends, and multiple concurrent users. Ensure you have stable internet coverage throughout your dining area. Have a quick troubleshooting guide accessible for your employees too.
Chef Adam discovered that his main dining area had a slight Wi-Fi dead zone near the window booths. Once he upgraded the router and installed an additional access point, the complaint list shrank dramatically.
| Aspect | Traditional Approach | New Tech Approach |
|---|---|---|
| Order Taking | Pen and notepad | Digital tablets or mobile devices |
| Payments | Physical bill, card terminal, often a queue at checkout | QR code payments directly at the table |
| Tipping | Customer decides last minute, manual addition | Suggested tipping prompts integrated into digital payment, often higher tip average |
| Review Process | Customer might not leave a review if not prompted | One-click Google review link in the digital payment flow |
Shifting from left to right in this table often means smoother interactions, less labour, and more revenue. But it only works if your team embraces these changes.
We’ve explored the hurdles; now let’s focus on how to get your team firmly on board with new tech.
Bring staff into the conversation from day one. Even before you decide on a platform, ask for their opinions or concerns. Consider giving them a quick overview of the shortlisted solutions so they feel part of the decision-making process. This early engagement builds a sense of ownership.
Instead of a full-scale launch, test on a smaller scale—perhaps one shift, one area of your dining room, or a single staff group. Gather feedback, refine the process, then expand.
New technology isn’t a set-it-and-forget-it scenario. Offer ongoing training, check-ins, and updated resources. Make sure staff know who to contact if they run into issues. Regular support fosters confidence and continuous improvement rather than complacency.
Publicly acknowledge successes—like the busiest night where the new system cut wait times by 15%. Or share how the average tip is trending upward. These small recognitions can help staff see the direct impact of their efforts and the new system.
Let’s circle back to our friend Chef Adam. After a rough start, here’s what he did:
All these steps not only convinced doubters but turned them into advocates. That’s the essence of successful tech adoption: turning potential sceptics into ambassadors who swear by the improved process.
Restaurant owners across the UK are feeling the urgency to modernise. From frictionless payments to online ordering, from contactless tipping to data-driven insights—there’s a digital transformation happening in hospitality. Resisting it entirely might isolate you in a competitive market. But half-hearted adoption is just as damaging, especially if your team isn’t on board.
So start small. Pilot a single feature—like a QR-based payment solution or a new scheduling app. Show your team the difference it makes. Then, expand step by step. Over time, you’ll cultivate a culture that understands technology is there to empower, not to overwhelm.
Above all, remember that your team wants to do their jobs well. They want to deliver amazing dining experiences. If you show them how modern tools can make that easier, you’ll find them not only adopting new tech but enthusiastically driving innovation forward.
Look for a system that aligns with your specific needs—be it faster service, easier reservation management, or smoother payments. Check reviews from restaurants similar to yours, and if possible, request a test trial. Make sure it can integrate with your existing tools (like your POS) to minimise disruptions.
Age is not the only factor influencing tech adoption. Comfort levels vary by individual. Offer thorough, patient training and hands-on practice. In many cases, employees of any generation quickly see the benefits once they feel supported and confident.
That’s perfectly fine. Give them the choice to pay or order the way they like. Placing both options side by side allows tech-savvy diners to use the digital route while maintaining a classic experience for those who prefer it. Over time, you might notice a natural shift towards digital, but respecting customer preference builds trust.
Listen to their reasons first. Sometimes, they have valid points about workflow or tech issues. Resolve those if possible. Offer extra training or support to ease their concerns. If they still resist after genuine efforts, you may need to review your performance policies. However, in most cases, open dialogue and real solutions pave the way to cooperation.
