No Human Contact

My wife was in the mood for a salad so we stopped at a Panera Bread for dinner one night this weekend. When I was working, this was an occasional breakfast stop when the boss wanted to take us a bit off site for a meeting. But I hadn’t been in there for many years. So I don’t know if what we experienced is true at all locations.

Anyway, instead of ordering at the counter, there were several kiosks set up where you could scan through the various options and select what you wanted. Then, you paid and provided a phone number and grabbed a seat to wait for the text telling you that your order was ready. I guess I selected dine in because it asked for a name so I had the guy call my name in addition to the text.

I think they really wanted you to download and use their app because there were messages about the perks one got by using the app and being a member. If we end up going more often then maybe but I really don’t want to clutter up my phone with apps I use once every couple of years. (I say this when I still have apps from places we visited that I never use but those are different)

The next night we were at a place that I might describe as an upscale food court. Three little kitchens all with a limited menu but no counter service at all. Again, you used the kiosk to order what you wanted and then we sat and watched someone emerge from behind to make our order. Once again, a text message let you know that stuff was ready.

Seems like we are continuing to move towards a world where not having a smart phone limits what you can do.

Now there were some things I liked. It seems like it is better for customization since you don’t have to rely on someone writing “no onions” and then relaying that to the person making the food. Plus, at least at the one place, it opened up a whole bunch of options outside of the limited menu. Add bacon to the burger? Of course. Some extra sauces for dipping the fries? Sure, count me in. I mean it is just a few bucks more so why not.

I suppose this would be different if the places were crowded and people were standing behind you anxious to get the kiosk, but it was nice to be able to just sort through the menu. Yes, you can do that with counter service but there is always some subtle pressure to hurry up and order. It is one thing when you’re familiar with the menu. It is another thing when you haven’t stepped inside a place for several years.

Counter service can be iffy. You can get the people who hate their life and treat you like you are imposing on them because you stopped in to get some food. But you can also get someone who can make your day a little brighter. Probably a wash but I don’t think we should be in a hurry to just eliminate all human interaction.

The tipping is a problem. Many years ago, I did work for tips and I do tend to tip a little more than the average. But I’m never really sure about these hybrid places. I mean you aren’t asked to tip at McDonalds (well maybe you are since I don’t go there) so why would Panera ask for tips. Because the food is supposed to be nicer? And now, I’m doing part of the work through the kiosk. Do I get a tip for that?

In a restaurant, you are asked to add a tip at the end of the meal when you can fairly judge the food and the service. Here, you are asked to add a tip when paying which is before you get anything. Are you just gambling that they make the stuff correctly and it is actually edible? If something goes horribly wrong, you can’t take the tip back.

And, at both places, there is a message on the kiosk that tips aren’t required but are appreciated. Yeah, but it still feels kind of wrong to select that “no tip” option. Plus, the person making your food probably knows whether you added the appreciated tip or not. Does that influence how they make your stuff?

Then, they give you the standard options. What is appropriate? Really don’t think it should be the same as a full service place. Like I said, I did part of the work myself. And if you are installing kiosks, do you need fewer people? If so, why not pay them more and not force us to have to make the tip/no tip decision when we just popped in for a sandwich.

And I ended up leaving tips at both places. So the kiosk experience wasn’t bad.