Social Embarrassment, in connection to a restaurant order, is a term that refers to a customer who holds back and doesn’t order everything they want – the extra toppings on a pizza, for example, or chili fries rather than regular fries – for fear the employee will judge them for their selections (unhealthy or otherwise). If you remove human interaction from the ordering process, customers will have no shame ordering the high-calorie, and often more expensive, options.
For example, a regional pizza chain that implemented online ordering quickly noticed a shift in the nature of orders coming from customers who previously called in. Social embarrassment seemed to no longer be a factor. Customers loaded on additional toppings, spending an average of 61 cents more per order.
Although social embarrassment is surely a factor in human interactions at a restaurant, there is another, and perhaps more significant factor, at work here. It deals with the social embarrassment of stumbling through a phone order with an employee who is also doing three other jobs. Add in the background noise of ringing phones, other customers, and the kitchen and the result is a customer who feels pressured to keep their order simple and fast. It’s not worth the hassle. They will forego the double cheese and the sun-dried tomatoes on just half of the pizza (those are extra toppings and extra profits).
NetWaiter online ordering, though, takes this out of the equation because customers have full control of their ordering experience, without any pressure.
The other social embarrassment alleviated by online ordering is the pressure on employees who just don’t like to sell. Most restaurant owners will agree that extra profits are lost because employees don’t always (or properly) upsell customers. NetWaiter, however, does this automatically.
People criticize the ever-increasing trend of taking human interaction out of business transactions. It turns out, though; there are more benefits (for everyone involved) than downfalls when it comes to online ordering for restaurants.