I like both: many non-English readers can benefit from a QR with alternative languages, food photos, even in fancy places. But this should be on demand, not via a plastic table tent sitting on every table. It can also house allergen information, dietary filters, or sections based on meal size. If calibrated correctly, it can also upsell (like Deliveroo or Careem).
In a café, for me, it can sit on the table as an alternative. I agree with your piece that physical menus should always be present in all venues, all the time. The experience you had abroad sounds awful. Luckily, I’ve not had the same problem, but I can see how it goes wrong - operator error, in my opinion.
Similarly, my pet peeve in a café or restaurant is when servers try to memorise the order instead of using a notepad and pen, then get it wrong. With QR ordering, it’s entirely on the customer, reducing the room for error. In low-engagement settings - cafés, QSRs, etc. - it makes sense for me, and I don’t really need to make conversation with the team or be upsold extra cream on my coffee. In restaurants, or any remotely premium setting, I’d expect the first option to be a printed menu. Always.
Sorry for the essay, a lot to unpack and we could go on 😁
Essays are good! Thanks for the extensive and valid feedback Josh. It's all about knowing your customer, the type of restaurant, and giving guests the choice. On the subject of waiters memorising the order, my pet peeve is when they then insist on repeating the order to make sure it's correct. Time wasting for the customer. A well trained team will make a note of the order either manually or through their hand-held menu device - and get it right first time of their own accord.
We go out to dinner to engage with humanity not a bot - there are far too many digitised “solutions” that actually equate to less service and more work for the customer - not exactly what I would call a solution!
*steps in tentatively to shake it up* Haha, I actually LOVE QR code payments. I tend to end up waiting a long time in most places (not all) to pay my bill, and then it falls on me to calculate everyone's share. Last night I was out, we scanned the bill, split it equally and went on our way. I think restaurants can definitely have the option for both, but I absolutely appreciate being able to pay via QR codes. Menus, don't mind either way, but I fully appreciate it's a challenge if you aren't connected to the internet!
Always good to have another opinion Devina :) I guess if you all have the likes of Apple Pay, then it's easy to split and pay. But if not, we are forced through the arduous process of manually entering credit card details, and that's provided we're all internet connected. Otherwise, we have to summon the waiter to bring a hand-held payment device. The issue at hand here is about restaurants recognising that they're in the business of hospitality, and at the bare minimum, give guests a choice.
Like with any technology, Qlub charges restaurants for its payment platform, but restaurants either absorb that cost - or pass some, or all of it on to diners. I guess I've only eaten in restaurants that have passed it on to me!
Sadly this is where we are heading to: a world where human interaction is only seen as a cost and something to minimise through the wonders of technology 😓
Don’t get me started … I might be taken as reactionary while I do not consider myself as such, and I see great value in technology, AI etc. However, I am really hoping that some balance is reintroduced in the time we are living. ✌🏻😌
I fear you may be right. And yet we see plenty of waiters twiddling their thumbs, whilst they could be engaging with diners. I'm not sure technology always brings down the cost. I'll give you an example in another related industry - airlines. Check-in recently at a UK airport on FlyBe was solely via self-service counters and bag drop-offs with huge queues, but they were all manned by ground staff who were helping passengers clearly struggling to complete the process themselves. Surely it would have been more efficient to have the same staff manning regular check-in counters?
Oh I am so happy to read this. I walk out of restaurants that only offer QR code menus, and if payment is by QR code, then forget it, as I am simply not doing that either. I eat out for the social contact as much as the meal. Doing everything on the phone negates all of that.
I like both: many non-English readers can benefit from a QR with alternative languages, food photos, even in fancy places. But this should be on demand, not via a plastic table tent sitting on every table. It can also house allergen information, dietary filters, or sections based on meal size. If calibrated correctly, it can also upsell (like Deliveroo or Careem).
In a café, for me, it can sit on the table as an alternative. I agree with your piece that physical menus should always be present in all venues, all the time. The experience you had abroad sounds awful. Luckily, I’ve not had the same problem, but I can see how it goes wrong - operator error, in my opinion.
Similarly, my pet peeve in a café or restaurant is when servers try to memorise the order instead of using a notepad and pen, then get it wrong. With QR ordering, it’s entirely on the customer, reducing the room for error. In low-engagement settings - cafés, QSRs, etc. - it makes sense for me, and I don’t really need to make conversation with the team or be upsold extra cream on my coffee. In restaurants, or any remotely premium setting, I’d expect the first option to be a printed menu. Always.
Sorry for the essay, a lot to unpack and we could go on 😁
Essays are good! Thanks for the extensive and valid feedback Josh. It's all about knowing your customer, the type of restaurant, and giving guests the choice. On the subject of waiters memorising the order, my pet peeve is when they then insist on repeating the order to make sure it's correct. Time wasting for the customer. A well trained team will make a note of the order either manually or through their hand-held menu device - and get it right first time of their own accord.
Absolutely
I love the unopened beer analogy too!
We go out to dinner to engage with humanity not a bot - there are far too many digitised “solutions” that actually equate to less service and more work for the customer - not exactly what I would call a solution!
Agreed Lisa. Otherwise we may as well order in!
*steps in tentatively to shake it up* Haha, I actually LOVE QR code payments. I tend to end up waiting a long time in most places (not all) to pay my bill, and then it falls on me to calculate everyone's share. Last night I was out, we scanned the bill, split it equally and went on our way. I think restaurants can definitely have the option for both, but I absolutely appreciate being able to pay via QR codes. Menus, don't mind either way, but I fully appreciate it's a challenge if you aren't connected to the internet!
Always good to have another opinion Devina :) I guess if you all have the likes of Apple Pay, then it's easy to split and pay. But if not, we are forced through the arduous process of manually entering credit card details, and that's provided we're all internet connected. Otherwise, we have to summon the waiter to bring a hand-held payment device. The issue at hand here is about restaurants recognising that they're in the business of hospitality, and at the bare minimum, give guests a choice.
Ah no, I refuse to use Apple Pay too. I stick in my card details every time.
I agree: choices should exist!
Oh wow you're very patient! How do you feel about the 1 to 1.5% surcharge that the likes of Qlub add to the bill?
I went back to my emails to check my bill from last night - there was no surcharge added. I'm pasting here for your reference! This is Qclub btw.
...
VAT 5% AED 15.40
...
MUNICIPALITY 7% AED 21.56
...
Total Bill AED 345.00
I also chose to pay a tip as part of my split.
Like with any technology, Qlub charges restaurants for its payment platform, but restaurants either absorb that cost - or pass some, or all of it on to diners. I guess I've only eaten in restaurants that have passed it on to me!
Hmmm...interesting. Will investigate. Thanks for the heads up :)
Sadly this is where we are heading to: a world where human interaction is only seen as a cost and something to minimise through the wonders of technology 😓
Don’t get me started … I might be taken as reactionary while I do not consider myself as such, and I see great value in technology, AI etc. However, I am really hoping that some balance is reintroduced in the time we are living. ✌🏻😌
I fear you may be right. And yet we see plenty of waiters twiddling their thumbs, whilst they could be engaging with diners. I'm not sure technology always brings down the cost. I'll give you an example in another related industry - airlines. Check-in recently at a UK airport on FlyBe was solely via self-service counters and bag drop-offs with huge queues, but they were all manned by ground staff who were helping passengers clearly struggling to complete the process themselves. Surely it would have been more efficient to have the same staff manning regular check-in counters?
PS I asked my GenZ daughter if she prefers the QR code and to my relief she immediately said she finds it absolutely annoying.
Some GenZ specific data for your poll 😉
Brilliant. Thank you. You have raised her well Maria ;)
Oh my goodness, I think they are dreadful and diametrically opposed to what a meal is, it’s about conversion and not fiddling with your phone.
Don’t get me started on payment with the surcharge…….
Indeed Gin. I would go as far as saying that those few restaurants banning smart phone/ camera usage during a meal are leading the pack.
Oh I am so happy to read this. I walk out of restaurants that only offer QR code menus, and if payment is by QR code, then forget it, as I am simply not doing that either. I eat out for the social contact as much as the meal. Doing everything on the phone negates all of that.
I hear you Caroline. I blacklist restaurants with QR codes menus and/ or payment - and refuse to return.
I hate QR codes!
Amen ;)