Catering: how to meet new customer expectations?
10 January 2025
Your customers want to eat well, that's for sure.
But their priorities and constraints have changed: they no longer choose an establishment solely for the quality of the meal, but also for the overall experience.
The watchword? That everything goes quickly, smoothly and without headaches.
Order in a few clicks, avoid the wait, receive a little attention that makes them feel unique: that's what keeps them loyal today.
In 2025, the successful restaurants will be those that offer a fluid, personalized experience, without losing their authenticity.
You don't want to turn your establishment into a customer factory, but rather to integrate solutions that make life easier for everyone yours, your teams', and of course your customers'.
In this article, we give you some concrete solutions, tested and approved by restaurateursto meet these new expectations and simplify your daily life.
01. Fast service: a must for customers in a hurry
Your customers no longer have the luxury of wasting time. Whether it's a timed lunch break or a takeaway order, they want it done fast.
Knowing how to meet these expectations means not only satisfying them, but also streamline your operationsWhether in the dining room or at the counter.
How can you offer fast, high-quality service?
Fast service, yes, but no question of sacrificing the customer experience
Here are three tools for reconciling efficiency and quality:
➜ Control terminals : your customers place their orders in just a few clicks, at their own pace, without having to rely on a waiter. What's more, they offer suggestions for extras (such as a dessert or a drink), which naturally boosts the average bill. A practical tool for them, profitable for you.
➜ Click & Collect : perfect for busy customers, especially those who eat at the office. They order in advance from their phone, choose the pick-up time and get their meal back in no time. For your part, you can anticipate orders and avoid overheating in the kitchen.
➜ Quick payments with QR Codes : no more waiting for the bill. Customers scan, pay in two clicks, and leave satisfied. Perfect for reducing waiting times at the end of meals, and freeing up your teams for other tasks.
What are the immediate benefits for your restaurant?
➜ More customers, more revenue A small saving of 10 minutes per table can make a big difference to the number of covers served.
Result: you can accommodate more people in the same time slot, without pushing the walls.
➜ Reduced queues There's nothing worse than a long queue outside a restaurant. With smooth service, you attract more customers, and those who are already there stay zen.
Bonus : less waiting = a better atmosphere.
➜ Satisfied customers who keep coming back A customer who eats quickly and well is a happy customer. And a happy customer means a positive opinion and your next visit is guaranteed.
Immediate satisfaction works in your favor: they remember you when they want a break without the headaches.
Investing in speed means improving your service while boosting your performance. Your customers save time, and you win their loyalty.
02. A seamless customer journey: a must for 2025
Your customers want simple, effective solutions. The smoother their experience, the more likely they are to come back. And you gain in organization and customer satisfaction, whether in the dining room, at the counter or online.
How can we simplify the customer journey?
Simplifying the customer journey doesn't require a revolution, just the right tools.
Here are three solutions that make all the difference:
➜ Digital menu with QR Code : No more waiting to consult the menu. A QR Code, and your customers access an interactive map. They can explore dishes, personalize their orders and discover clever suggestions.
The result: fast order-taking and a boost to average ticket sales.
➜ Centralized group orders A group member manages everything from his or her phone. He collects the choices, validates the order and everyone can pay their share.
Easy ordering for your teams, fewer vouchers for the kitchen and a satisfied group.
➜ Click & Delivery For "eat at home" fans, offer an ordering and delivery solution directly via your site. You retain control over the customer experience, while reducing platform costs.
What are the immediate benefits for your restaurant?
➜ Teams under less pressure: a smooth route reduces tension, especially during rush hours.
➜ Better managed flows : by avoiding bottlenecks at the counter or in the room, you can optimize your space and gain in efficiency, even in busy situations.
➜ Impeccable service, even at peak times : customers appreciate a seamless experience, whatever the moment. This regularity boosts their confidence and encourages them to return.
In short, a well-thought-out customer journey has a double benefit: satisfied customers and optimized operations. This will help your restaurant grow, both in the short and long term.
03. A unique customer relationship: the secret to lasting loyalty
Customers come back not only for the quality of your food, but also for the attention you give them. Careful, personalized customer relations are what turn a one-off visit into a habit.
And in an increasingly competitive marketThis approach makes all the difference.
How do you build lasting customer relationships?
➜ Customized loyalty programs : a well-thought-out loyalty program, it's an effective way of showing your customers that they matter.
Offer rewards that appeal to them, whether in the form of discounts, prize pools or cashback. You can also integrate loyalty tiers The more they order, the more benefits they enjoy.
This kind of attention reinforces their sense of belonging and motivates them to return.
➜ Collection and use of customer data : Every order, every visit is an opportunity to find out more about your customers. By using their preferences (favorite dishes, visiting hours), you can provide them with truly tailored offers. For example, an email on their birthday with a special offer.
➜ Proactive communication : don't let your customers forget you between visits. Well-judged communication, via email or SMS, keeps your customers interested without overwhelming them.
What are the immediate benefits for your restaurant?
➜ Loyal customers, stable sales : regular customers spend more than new ones. By offering them a tailor-made experience, you can turn them into ambassadors for your brand.
➜ A better brand image: a restaurant that values its customers, you can tell. Positive word-of-mouth, supported by online reviews, attracts new customers while consolidating your reputation.
➜ Additional sales opportunities: a loyal customer is 50 % more likely to test your new productsWhether it's a seasonal dish, a new beverage or an exclusive menu, which paves the way for additional sales while stimulating their interest in your establishment.
It's these little touches that turn occasional customers into regulars, ready to recommend your establishment to their friends and family.
A lasting relationship is a win-win situation: for them and for your restaurant.
Give your customers every reason to come back
Customer expectations are changing, and it's a chance for you to develop your restaurant with them.
By anticipating their needs, you position yourself as a reliable establishmentwhere they'll always want to come back.
At Obypay, we help restaurateurs integrate solutions that enable them to achieve this objective These include order terminals, loyalty programs and Click & Collect.
Would you like to discuss your needs? Contact our team to find the right tools for your facility.
