Chris Fletcher

Toasted, Not Burnt.

This blog is all about how the customer journey has been impacted over the past 3 years and will continue to be so

Toasted not burnt basically refers to how we need to quicken up service but not alienate the guest in doing so, turn and burn is a common phrase in getting more covers through your door but at what cost ?

Technology is all around us every day and those of you who have kids will now realise that a world when we can barely remember not having mobile phones will soon be our kids world of them not remembering cash, now if I had told you that even 3 years ago you would have laughed but this is the reality.

The new industry wants, cashless, slick, ethical, sustainable & experiential led visits to your establishment. They are now used to that in every other part of their life so why can’t we provide a system that can order and deliver a drink in under a minute, get my food( with mods !) in under 10 minutes and pay my bill without having to ask for it and whilst I’m at it tip you without the awkward bumbling for change !

It’s not what the guest wants in 2023 it’s what they expect. Humans will never be replaced people will scream , this is hospitality! Well waiting 45 minutes for a drink, losing the booking sheet with my birthday reminder on it, delivering my bill ( sometimes incorrectly) is also not hospitality!!!

Team members will always be central to the experience but why have them wasting their time performing mundane tasks & have them floating, in between sections, smiling, saying goodbye, holding the door , grabbing their bags , pulling out the chair, explaining about the brands WHY and encouraging the guest to visit again with a little QR code flyer.

I think that the guest has changed & will continue to do so and that QSR & casual dining will begin to merge and reflect each other. Tech will assist in this by removing the rubbish parts of table service.

65% of families, want to eat and leave within 60 minutes of arriving of a casual dining environment.

  1. Review your service journey - can it be improved without Increasing manpower? What do I need ? What will it cost ? Where is the dead money ? Check out best in class and copy them using your brand voice !
  2. Review your digital strategy . Are you capturing all the data you can about your guests ? Do you know simple but vital data like their birthday? Do you know why they came in last visit ? Where did they book ? Did they preorder anything ?
  3. Review your social strategy. Do you post pretty pictures ? Or do you post pretty pictures with a call to action ? Do you review your social performance each month ?

So lets keep pushing the boundaries of what tech can do, and make sure that we are delivering memorable experiences, slightly toasted, not burnt!

Latest Articles

Explore All   

Optimising customer journeys: the power of integrated tech stacks

In the ever-evolving landscape of hospitality and retail, customer experience is essential for success. As businesses strive to deliver seamless, personalised journeys, the integration of various technologies has emerged as a game-changer.


GuestExperience Management platform HGEM has launched Insight Lab, –a brand new insight consultancy service for HGEM customers who wish to dig deeper into their guest experience data with custom analysis or reporting templates, which will be particularly useful for operators who haven’t got enough time to spare for a deep dive into analysis.

Unlocking the Future of Hospitality: Join the Transformative Event with Industry Leaders

Unlocking the Future of Hospitality: Join the Transformative Event with Industry LeadersIn an era where the hospitality industry is experiencing unprecedented shifts, staying ahead of the curve is not just an advantage; it's a necessity. Join us for a groundbreaking event featuring esteemed industry leaders, including Hawksmoor, Phil Eeles from Honest Burger, Matt Grimshaw of Youda, and Kieron Bailey, Co-Owner at Otolo. Together, we'll dive into crucial topics shaping the landscape of hospitality.

Paytronix releases their 2023 Restaurant Loyalty Report

Restaurant loyalty is the lever everyone needs to think about pulling as we head into 2024. The new Loyalty Report 2023 by Paytronix focuses on guest engagement maturing and provides crucial insight for the upcoming year and beyond.

New Technology vs Change Management - Are we focused on the right problem?

Tech continues to evolve and so does the hospitality industry but we still face a multitude of challenges, from rising costs to high turnover, has spurred the emergence of a vast array of technology solutions.

Thiel-backed fund Valar seeds British payments start-up

Thiel-backed fund Valar seeds British payments start-up

Thread good or Threadful? Let's see how the new social media app measures up!

🐦 Twitter, the feisty little blue bird, has been ruling the social media kingdom for years. With its short and snappy tweets, it's the go-to platform for sharing quick thoughts, viral trends, and breaking news. But wait, here comes 🧵 Thread, the fresh-faced newcomer, ready to challenge the reigning champ!

The Future of Hospitality: How Smart Payment Technology Enhances Guest Experiences

Standout customer experiences are key for boosting revenue and customer loyalty. With Dojo Pocket – a portable, pocket-sized device that integrates with cloud-based EPOS systems – you can take orders and payments whenever, wherever.

Is your tech causing confusion, get a virtual CTO for your restaurant business!

Paytronix release 2023 Online Ordering Report

Who is ordering the most online and who is our most loyal demographic ? Find out with the latest Paytronix Online Ordering Report.

Ordermark U.S. business sold to Urban Piper

No CTO, No problem. Plugging the “ Tech Gap” for midmarket operators.

Limber release a study into flexible working trends in 2023

Marketplace partners HGEM consumer survey finds 1/3 customers not happy with payments in hospitality

Honest Burgers crowdfunding passes £2m mark

Feed It Back reports that complaint resolutions using recovery vouchers increase revisit rates

HRC announces partnership with Tech on Toast

GigPig teams up with Uber to provide its artists with safe transport home

A three-month pilot scheme offering local musicians half price transport home after late-night gigs is being launched in Manchester, thanks to a partnership between live music marketplace GigPig and Uber.

Get Your FREE Tech Audit with Tech on Toast

Get a first look at new restaurant tech research from Vita Mojo

2022-23 Email Marketing Report by Stampede

40% of Consumers Now Prefer to Place Their Delivery and Takeout Orders Via a Restaurant’s App or Website

40% of Consumers Now Prefer to Place Their Delivery and Takeout Orders Via a Restaurant’s App or Website

Earn As You Learn With Tech On Toast

Operators are asked to attend events, take part in content creation both for suppliers and for the industry and its important that they are rewarded for doing so. We all talk about the lack of capacity at operators disposal to support outside of their roles, but rarely do we reward them or our partners.