One of the biggest challenges for restaurants with a busy takeout operation is managing orders without sacrificing the experience for in-person guests. Many restaurants still rely on phone orders, or even text messages directly to the owner’s phone. But what happens when you’re stuck explaining menu details over the phone while in-person customers wait impatiently? Your service suffers, and so does the customer experience. It’s time to improve customer service with online ordering.
The Inefficiency of Phone Orders
Taking orders by phone might feel familiar, but it’s far from efficient. Here’s why:
- Time-consuming: It can take 3-5 minutes just to get through a single phone order.
- Communication issues: Background noise, accents, and verbal miscommunication often lead to errors.
- Disruption to dine-in service: Staff get pulled away from in-person customers to handle phone calls, affecting overall service quality.
Text orders can be even worse. Customers think they have a direct line to the owner, who is already busy, making it more likely for messages to be missed or details to get lost in translation.
The Solution: Online Ordering
Switching to online ordering can transform your restaurant’s service, benefiting both takeout and dine-in customers. With a platform like Dine Local, you can streamline your operations and enhance the customer experience in five key ways:
1. Faster, Frictionless Ordering
Online ordering reduces the back-and-forth of phone calls. Your customers can easily browse the menu, see photos, and read clear descriptions of dishes. Options for sides, extras, and dietary details are presented up front, making it simple for customers to choose exactly what they want without delays.
On your end, orders come in complete and accurate. There’s no need to re-enter details into your POS system. With Dine Local’s order tablet, the kitchen gets the order right away, and if it’s a delivery, the driver dispatch is already scheduled. It’s faster, smoother, and less stressful for everyone.
2. Increased Order Accuracy
When orders are placed by phone, even the most diligent staff can make mistakes. Misheard items, forgotten modifiers, and unclear preferences are common issues. Online orders eliminate these problems by guiding customers through a clear, step-by-step process where they select their preferences directly. This reduces errors and ensures customers get exactly what they ordered.
3. Better Customer Insight and Loyalty
Unlike phone orders, your Dine Local platform gives you valuable data about your customers. You can see order history, recognize loyal patrons, and even identify new visitors. This knowledge lets you tailor your service, offer personalized promotions, and build stronger relationships. Whether it’s a complimentary appetizer for a frequent customer or a welcome discount for a first-time visitor, you can use this information to boost loyalty and customer satisfaction.
4. Higher Order Values
Digital ordering channels tend to drive bigger sales. Studies show that customers often spend up to 50% more on online orders compared to phone orders. The Dine Local platform is designed to increase order size with smart features like AI-driven recommendations, simple reorder options, and upsell prompts for popular add-ons. This makes it easy for customers to build their order while increasing your average check size.
5. Seamless Delivery Process
Phone orders mean more manual work: your staff must get the customer’s address, calculate delivery fees, and handle payment, often with “card-not-present” transactions that carry higher risks. With Dine Local, the customer enters their details directly, and the system validates the address and calculates the correct delivery fee. Payments are processed online, reducing the risk of errors and streamlining the transaction.
Plus, if you use Dine Local’s integrated delivery service, drivers are automatically dispatched when the food is ready, ensuring faster delivery and better quality when it arrives at your customer’s door.
Online Exclusive or Preferred?
Some restaurants have opted for an “online-only” model for takeout and delivery, simplifying operations by directing all orders through their Dine Local platform. Others adopt an “online preferred” approach, encouraging customers to order online by promoting it on their voicemail, website, and in-store signage. Either way, pushing customers to your online platform maximizes its benefits and improves the overall experience.
Make the Switch and Reap the Rewards
It’s not enough to simply have an online ordering platform—you need to actively guide your customers to use it. By educating them on the convenience and benefits, you’ll see higher satisfaction, fewer errors, and increased sales. You can improve your customer service with online ordering.
Not Set Up for Online Ordering Yet?
If you’re still unsure about how online ordering can fit into your restaurant’s operations, the Dine Local team is here to help. We’ll work with you to understand your needs and show you how a Dine Local direct ordering and delivery platform can boost your business. Contact us today to chat with one of our specialists and take the first step toward a better ordering experience!