Three critical steps for introducing new technology into your restaurant

Friday, January 23rd, 2015 - 3:12 am
By Matt Rolfe January 23, 2015
introducing new technology into your restaurant

The reality of the restaurant industry is that nearly everything we do has an effect on our businesses. When we try something new and it does not meet our expectations, even with the best intentions, it hurts the business. With this in mind, we want to focus on finding ways to use new technology to benefit your business, not hurt it.

To provide an example of technology’s impact on a business, I will share recent experiences I had while dining at restaurants that use an iPad ordering system. These happened at two different airports.

During the first experience, there was staff immediately engaging with customers, giving them instructions on how to navigate the device to properly place an order. The staff made the interaction fun and really leaned in to provide a human-to-human experience along with the iPad that was meant to streamline the ordering process.

Staff interaction needed

The second encounter was an entirely contrary experience. The iPad set up was the exact same as the previous airport restaurant, however the staff was nowhere to be found. This location was a draught beer house with over 40 beers on tap and – even with me being in the industry – I did not recognize many of them. I watched guests struggle through the ordering process as they would look up for help from staff, and no one was in sight. I watched guests leave the business with frustration, and when it came to the meal, I ended up (unintentionally) ordering my steak well done rather than medium rare — not ideal.

During the first encounter, the technology added to the experience, making it unique and interactive. The second situation in a similar environment damaged the experience by providing a difficult ordering process with no server interaction or support. I personally would never visit the second location again.

Keeping in mind that the same piece of technology could have a dramatically different effect on guests, I have outlined three critical steps for introducing technology into your restaurant. I can speak from experience as I have helped bring technology enhancers into dozens of businesses; the fact is the technology works and can help when used properly. The key to success is to first ensure that your employees understand the purpose. Second is to properly train your staff. Finally, evaluate and measure the new technology often, and schedule retraining opportunities for new and existing staff.

Three critical steps for successfully introducing new technology

1. Start with ‘why’ — The bulk of the hospitality workforce is classified as Generation Y or Millennials which means they were born sometime after 1980. When bringing in a new technology, ensure that you explain why this technology helps the business, the guests and the staff. The more detail you provide, the better. If you miss the ‘why,’ you can be doomed before you get started.

2. Proper training prior to launch — No surprise here. We all know that our teams need to be properly trained, but very seldom does proper comprehensive training happen prior to the technology launch. Two key tips here:

  • Ensure you take the proper time to train your team. I recommend that training expectations and requirements are clearly defined when purchasing technology packages, software or programs.
  • Ensure that your team – no matter how busy or slow – has a training strategy and processes in place to see if staffers are retaining the information. Overviewing the training is one step, but testing your team to confirm they have absorbed the training will multiply your chances of a successful launch.

3. Measure the impact — Often when putting a new technology to use, there is so much excitement around the purchase or the launch that we forget to measure the impact and success. Every new piece of technology should be focused on increased efficiency. Whether it be a new POS system, social media platform or staff scheduling software, all are designed to provide vast benefits. To continue staff engagement with the new technology, share the impact it is having. Whatever the beneficial results may be, say it out loud! Ownership, management and staff will all love the feedback.

See also:

About the author

Matt Rolfe is the CEO of Barmetrix Global, a hospitality coaching and consulting firm that helps clients multiply profits, maximize staff engagement and deliver remarkable guest services by design. He blogs every week at www.barmetrix.com/blog. Contact him at [email protected] to book speaking engagements or to discuss Barmetrix Services. For more information, call 416-367-2263.

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