0min
Picture this: your restaurant is buzzing with life, servers are busy gliding between tables, and meanwhile a steady stream of customers is popping in, grabbing food, and dashing out. These guests have placed their orders online, arrived in person to collect them, and left with a smile. That’s the world of Click & Collect. Once a minor footnote in the restaurant industry, it has now become a dynamic revenue channel with massive potential.
The US restaurant scene has always been in motion—fast-food chains, fine dining spots, casual hangouts, all constantly refining how they serve customers. But lately, off-premise dining has taken center stage: takeout, delivery, curbside pickup, and now the increasingly popular Click & Collect. According to a National Restaurant Association study, off-premise dining has been growing steadily over the past few years, with many restaurants reporting 30-40% of their total sales now coming from takeout and delivery combined.
In this article, we’ll dig into what’s driving this surge in Click & Collect, what it means for restaurant owners, and how you can prepare your business to welcome these takeout fans with open arms—and open kitchen windows. Let’s explore the “comeback of takeout” from an expert lens, sprinkled with warm anecdotes and proven best practices.
Before we dive into the current boom, it’s worth taking a brief look at how takeout has evolved in the American market. Generations ago, “carryout” mostly meant picking up a simple slice of pizza or a quick burger. There were no slick websites, dedicated apps, or advanced point-of-sale systems—just a phone call or a walk-in. The entire off-premise operation was basic, but it worked because it was convenient.
Fast-forward to the digital age. The internet, smartphones, and social media revolutionized the way consumers order food. Online ordering platforms made it simple to pick a meal from the comfort of home (or the office) without waiting on hold by phone. The concept of Click & Collect, which essentially blends digital ordering with in-person pickup, became a practical middle ground. It dispensed with lengthy lines, minimized errors, and made the pick-up process more predictable.
Even so, it took a catalyst—the disruptions of the last few years—to really accelerate the shift toward Click & Collect. Health measures, dining room closures in some areas, and changing customer mindsets all contributed to a reality where takeout served as a lifeline for restaurants and customers alike. While the industry continues to adapt, many operators have truly hit their stride in the takeout realm, elevating the game with more streamlined processes, better packaging, and frictionless payment methods.
So, why is Click & Collect so appealing to American diners and restaurant owners alike? If you’re an owner yourself, you might guess it’s about meeting new expectations, boosting brand loyalty, and potentially increasing revenue. Let’s break down some of the big factors fueling the surge:
These factors combine to create a scenario where Click & Collect is not just “the new big thing” but a strategic move that benefits everyone involved. According to Statista, the online food pickup and delivery segment in the US is projected to continue growing steadily over the next few years, reinforcing that this is not a passing trend. Instead, it’s a robust market shift that shows no signs of slowing down.
So, you’ve decided to embrace Click & Collect. Now what? Turning a bright idea into a well-oiled operation calls for strategic planning, training, and a bit of creativity. Below are the main aspects you, as a restaurant owner, should consider:
A well-executed Click & Collect process might seem daunting at first, but many restaurants find the transition easier than expected. Once the workflow is established and the staff trained, the process frees up valuable resources and increases guest satisfaction.
Beyond the feel-good factor of convenient service, money talks. And Click & Collect can have a strong impact on your bottom line. One standout benefit is cost savings. Unlike delivery, which can involve driver fees or commissions to third-party platforms, a direct pickup bypasses additional charges. In many cases, restaurants report improved profitability per order when customers pick up themselves.
Additionally, when you handle pickup in-house, you have more control over how your brand is portrayed. Packaging quality, temperature control, and presentation can all be meticulously managed. This superior consistency can translate to better reviews, both online and word-of-mouth, which in turn can help drive more orders.
Finally, consider the possibility of cross-promotions. Customers coming into your space, even just for a moment, have the chance to notice new menu items or promotional materials. You might encourage them to come back for a full-service meal or try a signature cocktail next time. A physically engaged customer is more likely to be intrigued by your culinary offerings than someone interacting solely through a third-party delivery app.
With Click & Collect’s popularity on the rise, you’ll want to ensure your restaurant stands out from the competition. This is where thoughtful branding and marketing shine.
These seemingly small efforts can elevate your Click & Collect from a mere commodity to a valued experience. It’s a chance to reinforce your brand identity, connect with guests, and keep them coming back for more.
Running a smart Click & Collect operation often depends on the right mix of technologies. Here’s a look at some essential tools that ensure everything runs like clockwork:
The right tech creates a virtuous cycle: it saves staff time, boosts accuracy, and helps you scale your Click & Collect operations. Consider each element carefully, test your setup before rolling it out broadly, and train your team so everyone is on the same page.
Like any new initiative, Click & Collect is only as successful as the people making it happen. Properly training your staff is critical:
By viewing pickup as a point of customer engagement rather than just a transaction, you instill a sense of care that can convert one-time customers into loyal regulars.
Let’s imagine a small neighborhood bistro called “Garden Lane.” Pre-pandemic, Garden Lane was a traditional dine-in spot with a tight-knit local following. But when indoor dining slowed, they had to pivot fast. They introduced Click & Collect through their website, invested in user-friendly online ordering software, and dedicated a corner of their restaurant as a “pickup station.”
To give it a personal touch, they wrote the customer’s first name on each bag and slipped in a mini loyalty card encouraging follow-up orders. They also offered a “Bistro Bite of the Month,” a small free sample of a new menu item with each Click & Collect order. Garden Lane’s staff quickly saw how many guests appreciated these small gestures. As word spread on social media, they gained new customers who liked the convenience and warm personal service.
Soon, Click & Collect orders were a cornerstone of their revenue. Even as indoor seating bounced back, the bistro kept the takeout station running at full capacity. Fast, efficient pickups let them serve more people during rush hour without crowding the dining room. Their staff loves the interplay—it’s not just about selling more food, but creating a sense of community.
Although the biggest waves of caution have eased, health and safety remain key concerns. For Click & Collect:
These measures not only comply with regulations but also help guests feel comfortable. Customers may still have heightened awareness around sanitation, so going the extra mile to demonstrate safe practices can earn their trust and loyalty.
You might have the slickest system in town, but if your community doesn’t know about it, you won’t see the full benefit. Here are a few marketing moves to elevate your Click & Collect profile:
These tactics help shift customer behavior from “maybe I’ll call them for takeout” to “I’ll hop on their site and place a Click & Collect order right now.”
Any new initiative comes with its hurdles. While Click & Collect opens up many opportunities, it’s important to keep an eye on common pitfalls:
By anticipating these snag points up front, you can address them proactively. The spiral of frustration that sometimes plagues new takeout operations is often due to lack of clarity or insufficient preparation—both are solvable with a bit of foresight.
When customers come to pick up their meals, no one wants to fumble around for cash or wait in line for the card reader. That’s where a solution like sunday can give you a leg up. By posting a simple QR code at your pickup station, you allow guests to pay and leave tips in a matter of seconds. This keeps things flowing smoothly and adds an extra layer of hospitality to the experience.
Plus, if a customer wants to leave a quick review—maybe they’re thrilled with the new menu item they just grabbed—integrated features can guide them directly to a Google review page. Speed, transparency, and ease are the name of the game, and it all aligns perfectly with the spirit of Click & Collect.
Takeout has historically been a one-off transaction: place order, pay, leave. But times have changed. Whether you run a fast-casual eatery or a high-end bistro, you can use Click & Collect to build deeper relationships:
Consciously thinking about these points can shift Click & Collect from a purely transactional event to a positive, repeatable interaction that strengthens your brand.
As technology evolves and consumer habits continue to shift, Click & Collect is poised to remain a prominent channel in the restaurant world. Innovations like geolocation tracking could allow staff to prep orders exactly when the customer is en route, minimizing wait times. Some places already use smart-locker systems, where guests scan a code to open a specific compartment containing their order.
From an operator’s perspective, Click & Collect combined with real-time analytics and inventory management can refine your business in ways never before possible. You’ll be able to forecast which nights are busiest for to-go service, stock up on your most popular items, and staff accordingly. Restaurant owners who lean into this data-driven approach will likely find themselves ahead of the curve.
Click & Collect is essentially an enhanced form of takeout. Customers order and pay online, then pick up the food themselves. The difference is the streamlined digital process and often more precise timing, which reduces wait times and can improve order accuracy.
Not necessarily. Some POS systems and third-party platforms integrate both dine-in and pickup orders seamlessly. If your current setup lacks the functionality, consider an upgrade or an add-on module that specializes in off-premise ordering.
Costs vary depending on the platform and features you choose. However, many restaurants find that the return on investment (through increased sales and reduced third-party fees) quickly offsets the initial outlay.
Subtle cues and convenience are key. Include a short link or QR code on the receipt or in the pickup bag. Pair that with a friendly note: “We’d love your feedback!” Solutions like sunday can also guide satisfied customers directly to your Google review page.
There’s no harm in keeping phone orders available, but you can gently nudge callers toward digital ordering. Let them know online ordering offers faster checkout and immediate payment options. Over time, many will appreciate the streamlined approach and transition on their own.
Yes, with some planning. Make sure your platform allows for advanced scheduling, has clear capacity management, and communicates lead times up front. It’s also wise to have a dedicated staff member oversee larger orders to avoid confusion.
From neighborhood bistros to established franchises, restaurants across the US are doubling down on Click & Collect for good reason. The data backs it up, the convenience is undeniable, and the potential to grow revenue and customer loyalty is huge. If you haven’t already implemented a robust takeout strategy, now’s the perfect time to experiment, refine, and harness the momentum that’s driving the renaissance of American takeout culture.
