Flashforward to today, and I am really happy to say that all these problems are now completely solved. There are two significant reasons to adopt iPad tills if you haven’t already. The first is efficiency. Our measurements show a 15% increase in front-of-house efficiency from not having to take the order twice (once from the customer and once into the till) and from reducing unnecessary walking. This efficiency alone will save us a team member on busy shifts and allow for many more slack tasks to be undertaken during quieter shifts.
The other big benefit of iPad tills is the positive impact on shift planning. This move allows our best team members to stay focused on serving guests, manage larger sections, and be supported by food runners and bussers who can also take orders. Our old shift planning methods need to be revamped entirely. Investing in new technology like this offers a fantastic opportunity to place the right people in the right roles, ensuring our top team members are front and centre, smiling and delivering the best possible experience for our customers.
Our team members who are less adept at smiling or engaging with guests are being moved to supporting roles. This ensures that those in direct contact with our customers are the most engaging and personable. I like this hierarchy, as it creates an incentive for those who don’t naturally smile or engage to improve these skills if they aspire to the top front-of-house positions. We encourage all team members to elevate their customer service abilities. Those who may initially find themselves in supporting roles now have a clear pathway for growth and development within the business.
The implementation of iPad tills has completely changed our service capabilities, especially in previously challenging areas like the garden, which were too far away. Drinks can keep flowing all day, and the adage that people should only get up to go to the toilet or to leave, can really happen. We have been given the opportunity to be more on it than we have ever been.
It is too early for us to know the exact uplift in second drinks and upsells, but initial evidence suggests that this might be in the order of 10%. If so, this is massive. Even 5% on our turnover would be amazing. £70k of extra sales will be another £45k of profit – hardly a number to be sneezed at.
It wasn’t long ago that I attended a conference where I spoke about my biggest mistakes as an operator. Ironically, I emphasised how my regrets often stemmed from opportunities I didn’t seize, rather than the actions I took. Now, I would certainly add iPad tills to that list. Having tried and failed twenty years ago, I now realise I should not have given up for this long. The implementation and adoption were so much easier than we all expected, and I really believe the results will flow through much faster too.
The journey to modernise our operations has been a learning experience, but the rewards have proven to be well worth the effort. The transition to iPad tills is a testament to how embracing new technology can address long-standing issues and propel us towards a more efficient future. I am excited to see the continued positive impact on our business and am confident that we are now better equipped than ever to provide an outstanding service for our guests.
