The 5 Top Complains Restaurants Face, Solved by The Right POS System

Dining out is meant to be a pleasurable experience, a break from the routine, and a chance to savour good food and company. However, reality often falls short of expectations. Customers harbour a range of frustrations that can sour the entire experience, from long waits to billing errors. Thankfully, modern Point of Sale (POS) systems offer powerful solutions to address these pain points, transforming dining into the delightful event it should be.

1. Long Wait Times

Nothing kills an appetite faster than an interminable wait for a table, service, or the final bill. This frustrating experience can lead to customer dissatisfaction, negative reviews, and ultimately, lost revenue. Long waits disrupt the flow of a restaurant, creating bottlenecks that impact both front-of-house and back-of-house operations. Customers become impatient, staff become overwhelmed, and the overall dining atmosphere deteriorates. Beyond the immediate inconvenience, prolonged waits can discourage repeat business, as customers seek out establishments that value their time and provide efficient service.

The right POS Solution should offer:

• Table Management: POS systems with integrated table management features allow restaurants to optimize seating, track table turnover, and provide accurate wait time estimates. By visualizing the floor plan and monitoring table status in real-time, staff can efficiently allocate tables, anticipate departures, and minimize idle seating. This system also allows for better communication between hosts and servers, streamlining the seating process and reducing confusion.
• Online Reservations and Waitlists: Customers can book tables or join waitlists remotely, reducing congestion and improving predictability. This eliminates the need for physical queues and allows customers to plan their dining experience in advance. Real-time updates and notifications keep customers informed of their place in line, reducing anxiety and improving overall satisfaction. Furthermore, collected data from online reservation systems can be used to predict peak hours and improve staffing schedules.
• Mobile Ordering: Allowing customers to order ahead, even before arriving at the restaurant, cuts down on in-restaurant wait times. This feature is especially beneficial for fast-casual and quick-service restaurants, where speed is paramount. Mobile ordering empowers customers to customize their meals and pay in advance, minimizing the time spent waiting in line or at the table. This also increases table turnover, as the customers spend less time at the table.

2. Inaccurate Orders and Billing Errors

Incorrect orders or inflated bills lead to frustration, distrust, and ultimately, lost revenue. Customers expect accuracy and transparency in their dining experience. When orders are wrong, it disrupts the flow of the meal, leads to food waste, and damages the restaurant’s reputation. Similarly, billing errors, whether accidental or intentional, erode customer confidence and can result in negative reviews and chargebacks. These issues not only create immediate dissatisfaction but also deter repeat business, impacting long-term profitability.

The right POS Solution should offer:

• Digital Order Taking: Handheld POS devices empower servers to input orders directly into the system at the table, eliminating the need for handwritten notes that can be misread or lost. This direct input ensures clear and immediate communication with the kitchen, reducing the risk of errors in order transmission.
• Order Confirmation Screens: Kitchen display systems (KDS) provide a visual representation of orders to kitchen staff, ensuring accuracy and efficiency. Simultaneously, customer-facing displays allow diners to review their order in real-time, confirming accuracy and addressing any discrepancies before the food is prepared. This visual confirmation minimizes miscommunication and reduces the likelihood of incorrect orders reaching the table.
• Automated Bill Calculation: POS systems automate the calculation of bills, eliminating manual calculations that are prone to human error. These systems accurately apply discounts and taxes, ensuring transparency and consistency. Furthermore, integrated payment processing reduces the risk of incorrect charges and simplifies the payment process for both customers and staff. This automation not only minimizes errors but also saves time, allowing staff to focus on providing excellent customer service.

3. Slow and Inefficient Service

Delays in taking orders, delivering food, or processing payments can detract from the dining experience, leading to customer frustration, reduced table turnover, and ultimately, lost revenue. This inefficiency can stem from a variety of issues, including under-staffing, poor communication between front-of-house and back-of-house, and cumbersome manual processes.

The right POS Solution should offer:

• Integrated Payment Processing: POS systems streamline payment processing, offering various options like contactless payments and mobile wallets, speeding up checkout. This reduces wait times at the register, enhances customer satisfaction, and allows for faster table turnover. Furthermore, integrated systems minimize errors associated with manual payment entry.
• Server Performance Tracking: POS systems can track server performance, identifying bottlenecks and enabling managers to optimize staffing and service efficiency. By analyzing metrics like order taking speed, table service time, and customer feedback, managers can pinpoint areas for improvement and implement targeted training. This data-driven approach allows for optimized staff scheduling to match peak hours and ensures adequate coverage.
• Real-time Order Updates: Kitchen Display Systems (KDS) and server handheld devices provide real-time updates on order status, ensuring smooth coordination between the kitchen and serving staff. This eliminates communication gaps and reduces the risk of errors or delays. KDS systems also provide chefs with clear, organized order information, leading to faster and more accurate food preparation. Server handheld devices allow for immediate order placement and modifications, reducing the need for back-and-forth communication with the kitchen.

4. Lack of PersonaliSation and Loyalty Programs

In today’s competitive restaurant landscape, customers increasingly value personalized experiences and tangible rewards for their continued patronage. Without these, businesses risk losing valuable customers to competitors who offer more tailored services. This lack of personalisation can manifest as generic recommendations, impersonal interactions, and a failure to recognize and appreciate customer loyalty, leading to decreased customer satisfaction and ultimately, reduced revenue.

The right POS Solution should offer:

• Customer Relationship Management (CRM): POS systems equipped with CRM functionality can meticulously track customer preferences, detailed order histories, and specific dietary restrictions. This data empowers staff to provide highly personalized recommendations, anticipate customer needs, and deliver exceptional service. For example, a server could suggest a new dish based on a customer’s previous orders or remember to omit a specific ingredient due to a known allergy.
• Loyalty Programs: Integrated loyalty programs seamlessly reward repeat customers, encouraging continued engagement. These programs can offer a variety of incentives, including discounts, accumulated points redeemable for future purchases, and exclusive offers tailored to individual customer preferences. This not only fosters a sense of appreciation but also creates a compelling reason for customers to return.
• Targeted Promotions: Leveraging the rich customer data stored within the POS system, restaurants can generate highly targeted promotions. Instead of generic discounts, they can offer personalized deals based on past purchases, preferred menu items, or even special occasions. This level of customization enhances customer engagement, increases the relevance of promotions, and ultimately drives sales by appealing directly to individual customer interests.

5. Difficulties with Splitting Bills

Dividing bills among large groups, especially in restaurants or shared service settings, can be a tedious and error-prone process. Manually calculating individual shares, accounting for varying consumption, and ensuring accuracy often leads to frustration and delays. Disputes over who owes what can sour social gatherings and create unnecessary tension. Traditional methods like using calculators or handwritten notes are prone to human error, leading to discrepancies and potential financial loss for the establishment.

The POS Solution:

• Split Bill Functionality: Modern POS systems offer intuitive and easy-to-use split bill functionality, allowing customers and staff to divide bills evenly or by item with just a few taps. This feature eliminates the need for manual calculations, significantly reducing the time and effort required. Furthermore, some POS systems enable splitting by percentage, ensuring everyone pays their fair share, even if they had different consumption levels.
• Individual Itemization: The POS can generate detailed itemization of each person’s order, clearly outlining what each individual consumed. This transparency simplifies the splitting process, allowing customers to verify their charges and resolve any discrepancies quickly. This feature also allows for easy adjustments, such as removing items from a specific person’s share or applying individual discounts. Advanced POS systems can even handle complex scenarios like splitting appetizers among some members of the group and main courses among others, ensuring a fair and accurate division of the total bill.

In a competitive dining landscape, leveraging technology to enhance the customer experience is no longer a luxury but a necessity. If you implement a robust POS system with all the features mentioned above, restaurants can directly address common customer frustrations that often lead to dissatisfaction and lost revenue. For instance, the well-integrated EPOS solution can drastically reduce wait times by streamlining order taking and processing, minimizing errors that cause delays or incorrect orders. Furthermore, it facilitates seamless payment options, including mobile payments and split bills, eliminating the frustration of lengthy checkout procedures.

Real-time menu updates and inventory management prevent the disappointment of unavailable items. Digital ordering and loyalty programs, integrated within the EPOS systems, offer personalized experiences and rewards, fostering customer retention. Consequently, by mitigating these common pain points, restaurants can achieve improved customer satisfaction, leading to positive reviews and repeat business. The system’s efficiency also translates to faster table turnover and reduced operational costs, ultimately driving higher profitability.

Transform your business today

We provide modern POS solutions that are designed to help your business grow! Furthermore, SMEs are eligible for up to 80% support for the adoption of EPOS Pre-Approved Solutions under the IMDA SMEs Go Digital programme. We also offer Digital Marketing Solutions for SMEs seeking business growth, providing tailored marketing strategies catered to the unique needs of each business. Last but not least, keep your customers returning with the EPOS Loyalty Program, powered by Whataspp! Contact us today to transform your restaurant with the right POS.