For a lot of operators, implementing new restaurant technology is a scary thought. 😰
Not only is the process of adding new tech overwhelming, it can also be tricky to get people on board. It requires new processes, new ways of working and a new way of thinking. People are apprehensive of these changes, which makes it harder to implement the tech effectively.
But using restaurant tech is one of the best ways to improve your margins and boost your bottom line. When implemented effectively, it leads to smoother operations, lower costs, and improved employee satisfaction.
So what can you do to ensure implementation success?
Use change management strategies for successful implementation.
Curious to know more? You’ve come to the right place. In this article, we outline five of the common pitfalls restaurant operators face when implementing new technology — and how to overcome them with an effective change management process.
Pitfall 1: Rushing the planning phase
Picture this: you’ve found a system you like and you’re excited about the benefits it can bring. You’re looking forward to improving your operations, lowering costs, and boosting margins. 🙌
The quicker you get the software up and running, the sooner you’ll experience these benefits, right?
Hold up — you don’t want to get ahead of yourself. If you rush the planning phase, you risk implementing the restaurant technology without the proper groundwork for success.
Think about implementing a new POS system as an example. In the rush to go live, you didn’t test how the system integrates with your kitchen display screens. On launch day, orders start disappearing between the front of house and the kitchen, leading to missed dishes, delayed service, and unhappy customers.
The result? A stressful night for staff and a tarnished reputation for your restaurant.
What’s the solution?
Take the time to plan implementation. Make a realistic timeline to cover all the key areas, including:
- Testing the software
- Ensuring integration with existing systems
- Creating a phased rollout (for example, implementing certain features in stages instead of all at once)
- Training employees on the new system
Add these into a planning template or checklist to make sure you don’t miss any essential components.
Pitfall 2: Poor internal communication
One of the biggest reasons that change fails is a lack of employee support.
Put yourself in the shoes of restaurant employees for a second. Your manager tells you that you’re expanding your restaurant tech stack with a new restaurant management system. However, they don’t tell you:
- Why the new system is necessary
- When it’s launching
- How to use it
- How it’ll impact your day-to-day operations
How would you feel? Chances are, you’re a little resistant — and rightly so. You have no idea why you need new restaurant management software, how to use it, and how to implement it effectively.
What’s the solution?
One of the best ways to get buy-in and increase employee support at all levels is to communicate the change effectively.
Creating a communication strategy is a good idea. That way, you ensure that you cover all the key information employees need, and a timeline of when to share updates.
Here’s an overview of the information you need to communicate:
- The need for change. Explain why the new software is necessary for restaurant success, like tracking costs and sales in real-time.
- How change benefits employees. Focus on how implementing new technology will benefit employees, like spending less time manually tracking inventory or automatically generating labour schedules.
- The plan for implementation. Share your plan for implementing the new technology, including the timeline, training plans, and how it’ll affect work and operations while the system is being implemented (if at all).
Pitfall 3: Inadequate training resources
For employees to use technology effectively, they need to know how to use it. This is one of the most common reasons new tech implementation fails — because employees simply don’t know how to use a system properly, so they don’t use it all.
The results? Low adoption rates and frustrated staff.
A lot of business owners panic at the thought of this. You spend all this time and money on a new system and people don’t use it — sounds like a nightmare, right? Panic sets in and they jump in too fast, overwhelming staff with all the training resources and documentation in one go.
But the problem with this is that restaurant training isn’t a one-size-fits-all approach.
People learn in different ways. If you want to increase adoption rates, you must cater your training to the needs of your team. Chefs might benefit from interactive, hands-on workshops that simulate real-life scenarios using the system. Front-of-house staff may find short video tutorials or on-the-job demonstrations more effective than lengthy manuals.
By tailoring the training format and content, you ensure they quickly grasp and adopt the features most relevant to their roles.
It’s also worth noting that not all employees need training on the entire system. There’s no use training front-of-house staff on how to use the stock management features. Providing all the training documentation in one go can be a bit much, and it makes it harder for employees to learn how to use the features they actually need.
What’s the solution?
It’s up to you to identify the:
- How much training employees need
- The best training formats for different roles
Creating role-specific training paths is a good starting point. Start by mapping out the key responsibilities of each role and identifying which system features they will use most frequently.
If you’re implementing a new POS system, here’s how you might break down the training paths:
- Front-of-house staff. Focus on quick and practical modules, such as inputting customer orders and processing transactions. Use short video tutorials or guided walk-throughs that employees can revisit as needed.
- Back-of-house staff. Tailor training to operations like stock management, inventory tracking, or supply chain tools. Interactive sessions on specific workflows, such as updating inventory levels or generating stock reports, can help solidify their understanding. Quick-reference guides and real-world exercises will ensure they’re prepared to manage day-to-day processes effectively.
- Managers. Offer detailed training on analytics dashboards, reporting tools, and performance metrics. These users may benefit from live webinars or in-depth one-on-one sessions.
Pitfall 4: A lack of change champions
Having clear and dedicated change champions is an effective strategy for boosting adoption of new tech.
A change champion is an internal advocate for change. They play a critical role in driving adoption, maintaining momentum, and fostering a positive attitude toward the transition.
When launching systems across various locations, change champions also ensure consistent adoption. They provide hands-on support by answering questions, addressing concerns, and helping team members navigate the new system effectively.
What’s the solution?
Identify and empower change champions when launching new restaurant technology.
Change champions are typically well-respected within the business and have a deep understanding of the company culture, which makes them effective at influencing others. In a restaurant this could be:
- A head chef
- A restaurant manager
- An experienced server
- A bar supervisor
- A shift leader
Here’s some of the key champion selection criteria to consider:
- Influence and respect. Champions should be trusted and respected by their peers, making them effective advocates for change.
- Deep knowledge of operations. They must thoroughly understand the processes or areas impacted by the change.
- Strong communication skills. Change champions should excel at explaining new concepts clearly and addressing team concerns.
- Positive attitude. A proactive and optimistic approach helps inspire confidence and enthusiasm for the change.
- Problem-solving abilities. The ability to identify and address challenges quickly is critical for maintaining momentum.
- Commitment to the change. Change advocates must fully support the initiative and be willing to invest time and effort in its success.
Hot tip 🔥 Make sure change champions feel supported in their role. Ensure they have all the training and resources they need to explain change, answer questions, and encourage support.
Pitfall 5: Forgetting to create success metrics
Metrics help you measure the success of technology implementation. Without these metrics, it’s hard to know if:
- The technology is performing as you’d hoped
- People are using it effectively
For example, say that you’re implementing a new restaurant management system. Without tracking key indicators (like order processing times, error rates, or staff adoption rates), you might not realize the system is causing delays or confusion among employees.
This oversight results in longer wait times for customers, increased order errors, and staff frustration. Not ideal.
What’s the solution?
The solution is simple: define success metrics and key performance indicators (KPIs) before implementing the new system. By defining success metrics, you can monitor the implementation’s effectiveness and make adjustments as needed to ensure success.
Here are a few examples of KPIs that you might want to track:
- Staff adoption rates. Measure how many employees are consistently using the new technology as part of their workflow. High adoption rates reflect successful onboarding and training.
- Order processing times. Measure how long it takes from when an order is placed to when it is fulfilled. A reduction in processing time indicates improved efficiency.
- Order accuracy rates. Track the percentage of orders fulfilled without errors. Higher accuracy rates suggest that the technology is working as intended and staff are using it correctly.
- Customer satisfaction scores. Use feedback forms or review platforms to gauge customer satisfaction after the technology implementation. Positive changes can indicate the system’s impact on the dining experience.
- Inventory accuracy. Track discrepancies between actual inventory and the system’s reported inventory. Improved accuracy (and reduced food waste) indicates effective use of inventory management tools.
- Employee feedback scores. Collect feedback from staff on how the technology has impacted their workflow and efficiency. Positive responses can indicate ease of use and value.
Food for thought 🤔 The exact measures of success vary from restaurant to restaurant. It depends on what you want to achieve and what type of software you’re implementing — use this as your starting point to create KPIs relevant to your restaurant.
Let Nory help you implement restaurant tech successfully
Implementing new hospitality technology solutions is no easy feat. For a lot of people in hospitality, the idea of using technology is pretty daunting — especially when operators are used to doing things a certain way. Not to mention the fear that technology reduces the need for people and human interaction (which is really at the heart of the industry).
The good news is that this is a misconception. Technology allows operators to improve their operations, cut food costs, and focus on delivering a top-quality customer experience. But for this to happen, you need successful implementation.
Use this article as a starting point to ensure employees understand the need for technology and how to use it. This should increase support for change and boost adoption rates. And if you need a hand with employee onboarding and training, get in touch with Nory.
Our AI-powered restaurant operating system helps you improve operational standards and profitability across each venue. Our customer support team is always on hand to support you through the change and implement our software as smoothly and efficiently as possible.
FAQs about restaurant change management
What is change management in restaurants?
In a restaurant, change management involves planning, implementing, and monitoring transitions to new processes, systems, or strategies. It ensures that changes — such as introducing new technology, updating menus, or altering workflows — are adopted smoothly and effectively across the team.
Why is change management important in a restaurant?
Change management helps minimize disruptions, reduces resistance from staff, and ensures that changes are implemented efficiently.It also improves team morale, enhances productivity, and ensures you achieve your desired outcomes.
What role do change champions play in restaurant change management?
Change champions are trusted staff members who advocate for the change, assist their peers in adapting, and provide feedback to leadership. They serve as role models, ensuring a smooth transition and fostering buy-in from the team.
How long does change management take in a restaurant?
The timeline depends on the complexity of the change. Small changes like menu updates may only take a few weeks. Larger shifts, such as adopting a new POS system, may require months of preparation, training, and adjustment.
