Electronic order pads for restaurants: to be, or not to be
by Jonathan Schneider
Some restaurants are switching from hand written orders to various electronic order pads. On the surface, the technology is intriguing but does it really improve service and enhance the guest’s experience?
Perhaps the biggest argument in favor of implementing these new hand held systems is efficiency. If a server can take a guest’s order and send it to the kitchen at the same time they are, in theory, speeding up the ordering process. Or do they? Traditionally, when a server takes an order, they use their own shorthand to write down the guest’s meal. This is typically done as quickly as a guest speaks. Assuming the restaurant is using a POS system, the waiter then leaves the table and inputs the order into their system. However, when you consider the extra time it takes to input an order in on these smaller handheld devices (especially with their guest staring at them) and the inconsequential amount of time it takes to write an order, the kitchen doesn’t really get the ticket much faster. And what if, as many guests do, they change their mind a few minutes after the order was taken? Now you have a Filet on the grill that has to be voided. With these new hand held devices, guests are now subjected to sitting there, bored, as the waiter enters their order. With even the fastest servers, on larger, more user friendly POS systems this process can take a couple of minutes depending on how many crazy modifies there are (which are considerably more challenging to enter on these smaller hand held devices). Is this what guests’ want or would they prefer to engage in conversation with their dining companions? Perhaps most importantly, when a waiter enters an order into a POS system, their attention should be focused on imputing the order correctly. This is in direct contrast to what a server should be focused on the table, their guests. Consequently, these new systems shift a waiter’s focus at the table from the guest to the electronic tablet. Of course there are dollar and cents issues as well. While this technology is becoming less expensive, it is still considerably more costly that a paper pen (or Waiter Wallet). The technology is also not well suited for restaurant activity and the fragile devices can easily slip out of a server’s wet hands. And heaven forbid the server gets one of those infamous spinning balls while trying to input an order. Lastly, it is important to consider the server and provide them with tools that help them perform their job better. After all, the better they perform the better service your guest receives. So, does belaboring them with a large tablet they have to lug around and worry about make sense? While I love technology and I’m often the first person in line at the Apple Store when a new version of anything comes out. But this is one bit of progress I question. Just because I can use technology to break up with my girlfriend doesn’t mean I should use technology to break up with her (not that I’m breaking up with you sweetheart).
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The design of the wallet itself is second to none. I've used it as a stand alone restauranteur keeping track of company credit cards with their receipts for easy book keeping. And used the Waiter Wallet Deluxe as my own personal wallet because I wanted a reasonable way to carry a notepad in my pocket but didn't want to make room for everything else at the same time. The deluxe is great for personal use, but for restaurant wear and tear, the original is totally able to handle the job. The pen loop fits right inside and holds the pen inside the shell next to the pad. Maybe better than the deluxe loop, because it can be changed out if need be. I prefer this product over any actual billfold I've ever owned.
How many servers work at your restaurant? :10 to 20
Great
I purchased a tiny, maybe 3-4 inch cylinder lighter on Amazon, put Velcro and stuck it in the waiter wallet crease. This is a good server wallet. Took me a shift or two to adjust to it but it’s good.
Quality product, great for what it is. Personally I don’t like the padded fake leather design that is common with server books, including this one. I was hoping for something a bit thinner and more sleek, to fit in a back pocket easily. This could fit in a bigger back pocket but would feel bulky to carry around.
How many servers work at your restaurant? :Under 10
This is awesome!
It was a bit bulkier than expected, but it's still amazing to use! It's so easy to write on with the included pad and the wallet portion helps me keep cash payments and my tip slips safe and without losing them. It's MUCH better than using just regular tiny note pads