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Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

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Re: Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

#91

Post by pshah88 »

davemc500hats wrote: post #76
pshah88 wrote: post #66

I read through Dave's blog and through all of the comments here and I find this very funny. Dave is right, Food is huge and is only getting bigger. I have worked with restaurants for 5+ years now, specifically in technology, and both restaurants and consumers want to see this industry evolve and there is not going to be just one solution that solves all of its problems. To people who are saying they do not want scree…

thanks

Dave - one thing I know I personally struggle with when implementing new technologies for the restaurant industry is POS integration. More specifically getting the big companies like Aloha to allow me to integrate. What are your thoughts on this as well creating a more 'open' platform POS?

One other thing I thought you missed in your article was the trend towards quicker service, specifically for lunch. I have seen a substantial investment from restaurants to build more drive-throughs, increase delivery, etc. What are your thoughts on this trend and using tech to enhance?

Re: Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

#92

Post by rdl »

davemcclure wrote: post #56
MattRogish wrote: post #43

Earlier quoted context omitted.

If I want the most efficient dining experience I'll order in or go to a fast food place. I go to a restaurant for the UX: a date night, the atmosphere, getting out of the apartment, people watching, hanging with friends, etc. Downtime is the point! It is supposed to take time. It gives me a relaxed period of time to talk with the people I'm with while drinking beer/wine and waiting for the food to arrive. To enjoy th…

so you really believe that keeping people waiting is what they want? seriously? seriously? bueller? ok fine, guess I'm the only customer in the world who hates waiting in fine restaurants. yeah, right.

Generally at low-moderate restaurants (especially ethnic) the problem is "getting staff to pay attention", at slightly better restaurants my problem is "JFC leave me alone, we're trying to have a confidential conversation". At great restaurants (e.g. Alexander's Steakhouse in SF/Cupertino) they are good at figuring out exactly when to bug you.

Tech could certainly help the lower end restaurants up their game, even if not as relevant on the high end. And on the high end, I could see some kind of CRM making a lot of sense, if they don't do it already -- knowing my preferences on table/etc. is easy if there's only one maitre 'd and location, but if you've got a few locations, tech would help share information.

Re: Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

#93

Post by rdl »

davemc500hats wrote: post #68
fudged71 wrote: post #22

Earlier quoted context omitted.

Yes, I agree. Efficiency is not what I want from a restaurant. Waiting for my order is one of those rare times to spend time with someone, discuss things, and absorb the restaurant atmosphere. A good restaurant menu doesn't list all ingredients and recipes, presentations and pictures. I want that anticipation, that wonder, and that trust in the chef. When I receive my food I like to be surprised; to discovery and exp…

>> "Efficiency is not what I want from a restaurant." umm, pretty sure that there IS a very large market of people who DO want efficiency as one of the attributes of restaurant customer service, even at the absolute high-end. in fact, some might say high-end restaurants excel at efficiency and customer service, and technology to bring this to the masses (whether at McD's or at French Laundry) would be welcomed by all…

If you want an example of an efficient upper-middle range restaurant: Cheesecake Factory. So efficient that someone used it as an example of how to fix the healthcare industry.

They use a lot of science/tech, although not all computers. http://www.newyorker.com/reporting/2012/08/13/120813fa_fact_...

Re: Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

#94

Post by davemc500hats »

MattRogish wrote: post #90
davemcclure wrote: post #56

Earlier quoted context omitted.

so you really believe that keeping people waiting is what they want? seriously? seriously? bueller? ok fine, guess I'm the only customer in the world who hates waiting in fine restaurants. yeah, right.

Waiting? Waiting for what? Food obviously takes time to prepare, so there's a necessary wait as component of the experience. Of course, the "unnecessary" waiting: for a table, for a waiter's attention, etc. are suboptimal. But, I'm not sure an iPad is the solution to that problem.

>>Of course, the "unnecessary" waiting: for a table, for a waiter's attention, etc. are suboptimal

yes, they're very suboptimal. and whether or not it's an iPad that's used to fix the problem, it's probably some type of basic tech. this is the opportunity that i'm talking about.

if you don't experience the frustration of the wait time, then congrats... guess you're not a customer then.

Re: Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

#95

Post by davemc500hats »

rdl wrote: post #93
davemc500hats wrote: post #68

Earlier quoted context omitted.

>> "Efficiency is not what I want from a restaurant." umm, pretty sure that there IS a very large market of people who DO want efficiency as one of the attributes of restaurant customer service, even at the absolute high-end. in fact, some might say high-end restaurants excel at efficiency and customer service, and technology to bring this to the masses (whether at McD's or at French Laundry) would be welcomed by all…

If you want an example of an efficient upper-middle range restaurant: Cheesecake Factory. So efficient that someone used it as an example of how to fix the healthcare industry. They use a lot of science/tech, although not all computers. http://www.newyorker.com/reporting/2012/08/13/120813fa_fact_...

yes, and they are probably the best example i'm aware of so far, however i'm not a big fan of their menus... or at least the way they're laid out. like a big selection of movies to choose from, i get hungry/anxious just trying to make a decision. too many good options!

would be great if i could have a few highly-recommended favorites (either theirs, my previous, or friends), and then i can always go "off-road" and dive into the long tail of options if none of those are what i want that evening.

but yes, +1 for CheeseCake Factory.

Re: Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

#96

Post by davemc500hats »

andrewcooke wrote: post #13

uff. doesn't this depend hugely on context? we regularly eat at lomitz which is a traditional chilean/german place, with the same long menu every day. the items are all famous, traditional dishes that everyone knows (i guess for americans this is like my local diner). pictures would be a nuisance except for tourists. there's a fancy (but more fantasy/preuvian than "authentic") sushi place up in vitacura that we go to…

yes it does depend on context; probably diff solutions for diff types of restaurants.

that said, can't see how more efficient systems / process would be an inappropriate benefit for almost any of them... even at the high-end, some systems would probably help both customer and restaurant.

Re: Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

#97

Post by rdl »

davemc500hats wrote: post #95
rdl wrote: post #93

Earlier quoted context omitted.

If you want an example of an efficient upper-middle range restaurant: Cheesecake Factory. So efficient that someone used it as an example of how to fix the healthcare industry. They use a lot of science/tech, although not all computers. http://www.newyorker.com/reporting/2012/08/13/120813fa_fact_...

yes, and they are probably the best example i'm aware of so far, however i'm not a big fan of their menus... or at least the way they're laid out. like a big selection of movies to choose from, i get hungry/anxious just trying to make a decision. too many good options! would be great if i could have a few highly-recommended favorites (either theirs, my previous, or friends), and then i can always go "off-road" and di…

Yes, their menus are the weakest part. But it would be an excellent restaurant to try something electronic, since it's "fun".

The other thing I like (at some high-end steak or seafood places) is when they roll a cart out with the meats of the day. Or, Chinese Dim Sum carts. If there were a way for tech to replicate that, I'd be quite happy.

Also for delivery or takeout, there's huge potential to show off daily specials and such.

Re: Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

#98

Post by MattRogish »

davemc500hats wrote: post #94
MattRogish wrote: post #90

Earlier quoted context omitted.

Waiting? Waiting for what? Food obviously takes time to prepare, so there's a necessary wait as component of the experience. Of course, the "unnecessary" waiting: for a table, for a waiter's attention, etc. are suboptimal. But, I'm not sure an iPad is the solution to that problem.

>>Of course, the "unnecessary" waiting: for a table, for a waiter's attention, etc. are suboptimal yes, they're very suboptimal. and whether or not it's an iPad that's used to fix the problem, it's probably some type of basic tech. this is the opportunity that i'm talking about. if you don't experience the frustration of the wait time, then congrats... guess you're not a customer then.

>> yes, they're very suboptimal. and whether or not it's an iPad that's used to fix the problem, it's probably some type of basic tech

Then I think we're in agreement. Restaurants absolutely should be improved

Maybe some way to anonymously rate them and/or tip analysis would help give the owner insight into how their staff is doing. Being able to pay immediately is nice - sometimes at "slow" places that we know we get the check much earlier than when we're ready to leave for just that reason.

Anyway, it's likely I mis-understand the potential solution, I'm visiting a different type of establishment, or I'm not the target audience.

Good luck!

Re: Deep Thoughts on the Food Tech Revolution by Captain Obvious McClure

#100

Post by tripleseat »

As a 20 year veteran of the restaurant business and Founder of Tripleseat,a CRM and Event Management web app for the restaurant's Private Dining business with 500+ customers let me add my 2 cents on the challenges on making Dave's ideas to work in the restaurant business. 1) Pictures on menu's-Menu's change constantly because of food costs and trends. To have a new photo taken every time you make a menu change is too time consuming. Also, you don't want a crappy picture of your food on the menu and that means professional photographers and that means added costs.

2) Electronic Menu's etc-Good idea in theory, does not work (yet) in the real world. #1 and #1A reason restaurants won't do it is because of theft and breakage. To replace an iPad or whatever is too costly (sensing a theme here?)

3) CRM system that knows who you are and what you have ordered have been around forever BUT the Server who has 6 tables (and impatient customers) will not take the time to review it. It is not a problem technology can fix IMO

4) Technology to entertain the customer is called TV and Bartender (Sorry about being snarky)

It has been my experience that a majority of restaurant Owners and Operators will not invest in any technology (outside a POS) unless there is a proven, hard, ROI. These buyers, by their very nature, are pragmatic buyers that measure their money in nickels. Unless your technology widget can show them a fast ROI and make them more money they are going to pass

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