Just after the COVID-19 pandemic, the state of the hospitality industry was in a fix as customers were hesitant to dine in restaurant premises. It led to a massive transition of customers’ preferences to off-premise dining solutions like curbside pickup. However, although things started getting back to normal, the popularity of curbside pickup did not fade.

According to PYMNTS, 55% of all restaurants implemented curbside pickup in 2023. This is because curbside pickup offers restaurants the chance to boost revenue while also providing customers with what they want. Let’s discuss how you can implement a profitable curbside pickup process that delights customers and boosts the bottom line.

What Is Restaurant Curbside Pickup?

Curbside pickup is a method of food takeout where customers come to the restaurant to pick up the order, but do not enter the restaurant premises. There is a designated area where they park their vehicle and wait until an attendant delivers the order. Restaurant curbside pickup is different from drive-thru, as in drive-thru, you place an order on the spot. Whereas in curbside pickup, you place the order beforehand.  

Originally adopted as a safety measure during the pandemic, restaurant curbside pickup has proven to be a lasting trend. Customers value the ability to enjoy restaurant-quality meals while saving time and minimizing contact.

How Does Curbside Pickup Work?

Let’s look at the steps involving curbside pickup.

• Customers order online or by phone.  

• The restaurant confirms the order.

• The customer receives a notification when the order is ready and heads to the restaurant.

• The customer parks in the space designated for curbside pickup and notifies the restaurant of his arrival.

• A staff member delivers the order to the customer’s vehicle and confirms pickup.

The Perks of Curbside Pickup

Here are some benefits that curbside pickup offers both customers and restaurant owners.  

Enhances Customer Convenience

During curbside pickup, the customers are notified when their order is ready. Therefore, they do not need to leave their homes before that. Moreover, the ordering apps also mention the estimated pickup time for customers who are far away. It eliminates the long waiting time for customers.  

Offers Revenue Opportunities

Restaurant curbside pickup opens up a new revenue stream for restaurants. It attracts customers who do not want to pay delivery fees or the additional charges involved with dining. It is also preferred by people who are traveling and want to eat on the go.  

Improves Customer Loyalty

Delivering a seamless curbside experience can foster stronger relationships with customers as they appreciate restaurants that respect their time. A consistently positive pickup experience encourages customer retention and good word-of-mouth.

Reduces Commissions

Third-party delivery apps usually charge restaurants a 15-30% commission. With curbside pickup, you completely eliminate these commissions, leading to higher profit margins.  

Enhances Safety

Ever since the COVID-19 pandemic, many customers have started preferring low-contact services. Curbside pickup provides a safe, hygienic alternative to in-store dining or traditional takeout, making it a trusted choice for health-conscious consumers.

Tips For Implementing the Best Curbside Pickup Process

An efficient curbside pickup operation ensures high revenues without compromising customer experience. Here are some tips for setting up a profitable curbside pickup operation.  

Optimize the Menu

Curbside pickup and dining offer different experiences to customers. Therefore, a dish or item popular during dining may not be the same during takeout. Hence, you must create a separate menu for restaurant curbside pickup. You can offer personalized combos and modifiers to boost revenue. You can start by offering a limited number of dishes. Also, ensure that the curbside menu is easily visible in the ordering application along with the main menu. Make ordering as frictionless as possible with simple checkout steps.

Use Quality Takeout Packaging

Takeout is all about packing. If the restaurant’s packaging is substandard, it can leave an everlasting negative impression on customers. The food packaging must prevent leakages and preserve freshness. Moreover, it should maintain temperature for long periods so that the food is still hot or cold till customers reach their destination. Furthermore, you must make additional efforts to create the packaging design according to the company’s brand.  

Customers might want to eat the food in the car itself. Therefore, you must not forget to provide spoons, napkins, etc. In addition, using eco-friendly packaging will go a long way in creating a positive image for your restaurant. Good-quality packaging enhances brand image and encourages repeat orders.  

Optimize Your Online Ordering System

The primary model of restaurant curbside pickup revolves around providing quick service. However, when taking orders on the phone, you can only take one order at a time. Therefore, you must invest in an online ordering system that facilitates quick orders and payments. The system must integrate with both the Front-of-House and Back-of-House to streamline delivery time. For instance, competent restaurant management solution providers offer a dedicated restaurant webstore platform that can be customized as per your brand and menu requirements. A well-designed webstore helps you drive conversions and enhance the guest experience.  

Moreover, customers must be able to track order status in real time and see the estimated pickup time on the app. The application must also include mediums for communication (phone or chat) to resolve any order-related issues. Of course, you can also use the food delivery platforms, but you will have to give them a commission.  

Designate Clear Pickup Areas

When customers enter your facility, they must be able to identify the pickup spot right away. For this, you can put up clear signage with directions to take them to the parking spot. Creating parking spots close to the entrances would be ideal. You can also number the parking spaces to make it even easier for the customers. If the pickup spots are well organized, it will also be easier for the staff to hand off orders.  

Provide Clear Pickup Instructions

Clarity is the key to facilitating efficient curbside orders. Everything, from order status to parking instructions, should be communicated clearly to customers via the ordering app, text message, or email. Moreover, customers must also know how to inform the restaurant that they have arrived and the parking spot number.    

Deploy Contactless Payments

Online platforms are the most secure and sanitary way to make payments. As, after the pandemic, digital payment is the preferred method for customers, you must ensure that your online ordering system integrates with payment platforms like Apple Pay. On the other hand, for the customers who want to pay at the time of delivery, you must use handheld devices. Contactless payments not only streamline payments but also ensure customer satisfaction.    

Train Staff for Curbside Pickup

The success of your curbside pickup operations depends on your staff. Although a low-contact process, swift delivery depends on both Front-of-House and Back-of-House workers. Therefore, you must conduct regular staff training to ensure accurate delivery estimates, personalized experience, clear customer communication, and efficient hand-offs.    

Personalize the Service

Every customer wants to feel important. Therefore, it is imperative to add personalized touches to the restaurant's curbside pickup experience. For this, you can start by addressing customers by their names. You can also hand out complimentary items, such as a beverage, for a minimum order size as a token of appreciation. Personalized experiences make customers return to your restaurant and also refer you to their friends. Even small gestures like thank-you notes go a long way in increasing customer loyalty.  

How Can NOVA Optimize Curbside Pickup for Restaurants  

The growth of curbside pickup depends on how fast and efficiently you can deliver orders to customers. It involves both FoH and BoH working in tandem. NOVA platform is a comprehensive restaurant POS and management solution for all your curbside pickup operation needs. Let’s see how:

All-inclusive Solution

The NOVA platform offers a comprehensive solution, including restaurant POS, handhelds, customer app, kitchen display system, and a robust customer loyalty program for restaurants. It facilitates seamless integration of Front-of-House and Back-of-House processes, ensuring efficient ordering, preparation, and delivery for your curbside pickup operation.  

Advanced Analytics

NOVA platform is an AI-native solution that offers pre-defined reports to identify peak times, average waiting time, most sold items, and more. Moreover, you can customize the reports as per your restaurant’s requirements to get actionable insights.  

Enhanced Ordering Process  

NOVA offers a customer app where customers can place and track orders in real time. You can customize the app as per your brand requirements. Moreover, the NOVA customer app also integrates with all major third-party ordering platforms. The app’s easy-to-use interface streamlines ordering, enhancing the restaurant's curbside pickup experience.  

Menu Management

The menu for curbside pickup plays a crucial role in boosting revenue. NOVA platform enables you to customize the menu according to your brand image. You can also modify and update the menu in real time. In addition, NOVA’s AI engine offers insightful recommendations to optimize the menu.    

Easy Customization

NOVA offers a customizable solution where you can personalize the platform as per your brand requirements. Customize menu prices, reports, loyalty programs, gift cards, marketing campaigns, and more with ease.  

Voice AI

NOVA’s Voice AI ensures seamless ordering for curbside pickup. The AI-native engine asks customers for their preferences and confirms orders without any human interaction. Our purpose-built LLMs give customers the best experience by filtering background noise and supporting multiple languages and accents.  

Conclusion

Curbside pickup can be a gold mine for restaurants if implemented properly. It can enable restaurants with limited dining capacity to boost revenues exponentially. It can minimize customer waiting time and enhance satisfaction. Hence, you must pay special attention to the restaurant’s curbside pickup process. For this, create a dedicated menu for curbside pickup, designate a clear pickup spot, give proper training to employees, offer personalized services, and deploy an advanced restaurant management platform.  

NOVA is an AI-native platform that offers all-in-one restaurant management features for both FoH and BoH operations. Fastrack ordering, optimize menu management, and get advanced analytics.  

Book a free demo today to see how NOVA can help you in your journey.

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