Sometime, software isn't the answer
- Michael Jackson
- 6 days ago
- 4 min read
In today’s fast-paced world, we often turn to technology to solve our problems. As a product manager in the restaurant industry, I’ve seen how the push for software can overshadow simpler, more effective solutions. While advanced tools can improve operations and enhance customer experience, many challenges require a more human touch.
Our team faced an operational challenge with a casino customer that had a food court type buffet with each outlet providing a different option (Chinese, Italian, Indian, Mexican, etc.) during the daytime, and at night, it would turn over into a single full service restaurant.
The Complexity of Operator's Assumptions
The managers of this venue had devised a plan that at 10:30 PM, they would shut down all of the outlets, clean every thing up, and then open the full service restaurant concept at 11:30 PM. While the switchover was occurring, the hostesses starting queueing up the guests that were looking for a meal. This was a 24 hour operational casino, so, the number of guests at this time was not insignificant.
The queue continued to build sometimes ranging for 25 - 50 people waiting to be sat to have their meal.
When the venue reopened at 11:30, the hostess began seating parties, one after the other. Now, the guests were already salty, some being in line already for an hour, and now the kitchen that had just reopend was getting slammed with waves of orders. The servers were already starting on their back foot, and nothing makes a kitchen happier than slamming them with orders from the jump - it was absolute chaos.
The operator's had assumed this was the only way to be able to handle the change over, and this made no one happy.
Reassessing The Approach
Now, the benefit of working with our team was not only that we were technical and knew our solution inside and out, but we were also all former restaurant people. Our hiring philosophy was that it was much easier to teach ex-restaurant people to be technical than it was to teach techies the crazy world of restaurants (we're a different breed - just ask us). So, while our software could absolutely handle flipping from a buffet style to full service with the push of a button, no amount of software tweaks would alleviate long lines while no food was coming out of the kitchen. Large touchscreens in the kitchen showing kitchen performance and easy tableside ordering from mobile devices actually exacerbated the problem, letting the orders pile up in the kitchen and reminding the kitchen they were running behind on every order. We needed to work with the venue to determine a better course of action.
Human-Centric Solutions
Embracing this realization, we shifted our strategy. We suggested to the operators that instead of shutting down the entire buffet at 10:30, they only shut down the one outlet that was going to become the kitchen for the full-service concept turnover at 11:30. This would allow guests to still get food up until the full-service concept was ready to roll. So the outlets would close one by one based on traffic, which our software could absolutely handle, adjusting the menu shown to the guests to reflect what was still available as they walked up, along with the notice that the full-service concept was opening at 11:30.
This allowed the guests to eat if they chose to from the open outlets, or they could wait for the full-service option when it opened. This lowered the number of people that were queued up and reduced the temper of the guests, some of whom had been imbibing and might have had shorter fuses than normal. Now, when the full-service kitchen opened, there weren't waves of hungry, angry people, and the kitchen could run at its optimum pace, not being slammed right at opening.
Metrics and Measurement
As a product manager, I still needed to assess the effectiveness of our human-centric strategy. We integrated qualitative feedback along with our traditional metrics (Ticket times, table turns, spend per check). By conducting surveys asking customers about their interactions, we gained invaluable insights.
Instead of solely relying on software for feedback, we created opportunities for guests to share their experiences directly with staff. This initiative provided a richer understanding of customer satisfaction and highlighted areas for improvement that technology had missed.
This combined method offered a fuller picture of customer satisfaction, and encouragingly, the satisfaction scores began to rise. For instance, customer satisfaction increased by 15% over six months due to this focus on personal interactions.
Balancing Software and Human Touch
I do not advocate for completely discarding software in restaurant management. Certain operational aspects undeniably benefit from technology. Inventory management, for example, became significantly more efficient through good software applications.
However, I learned that technology should enhance, not replace, human connections. The most effective strategies integrate the strengths of both human interaction and technological capabilities.
A Wider Perspective
This mindset extends beyond the restaurant industry. In various sectors, over-reliance on technical fixes can lead to a disconnect with customers. Sometimes, the best innovations arise from a better understanding of the human experience.
As product managers, we must strive for balance—using software to streamline operations while fostering deeper, more meaningful engagement with our customers.
Final Thoughts
Reflecting on my journey, I realize that while data and software solutions have value, the true essence of customer loyalty lies in personal relationships. It is these connections that build trust and encourage repeat visits.
As we move forward, whether in the restaurant world or beyond, we must remember that the answer to our challenges is not always found in software—it might be in a sincere conversation, a shared laugh, or a warm welcome.
By adopting a more human-centered approach along with technological advancements, we can address problems more effectively and create richer experiences for those we serve. Let us continue to innovate with empathy, ensuring technology complements the human touch.
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