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umm... 1) if it's a customer problem, it's a restaurant problem. 2) simplicity helps restaurants as much as customers 3) shorter wait time / quicker payment he

umm... 1) if it's a customer problem, it's a restaurant problem. 2) simplicity helps restaurants as much as customers 3) shorter wait time / quicker payment helps restaurants as much as customers 4) happy customers order more, come back more often 5) pretty sure we have experience in the industry, from 20+ investments in the category. certainly several of our entrepreneurs know what the hell they're doing, especially ElaCarte (also YC co & Lightbank co) in short, the issues noted are just as much "restaurant" problems as customer problems -- and if you think those aren't connected, you've got even bigger issues as an entrepreneur. anyway, you're entitled to your opinion. but I'm pretty sure you're assuming a zero-sum game here when actually the solutions help both sides.

angersock 14y ago
Thanks for the reply! I'll try to explain my arguments to your points. I know a few folks locally who've been batting around ideas in this space, so it's a topic somewhat near at hand to me. :) 1) if it's a customer problem, it's a restaurant problem. For certain classes of problems, sure, but there are things like your stated "I want movies, media, etc. while I wait on my meal" that may or may not be worth addressing for any given restaurant--the degree to which the ambiance entertains the diner could be great (a bar with live bands) or nonexistent (a quiet steakhouse). A restaurant need not concern itself with your vegetarian friend if doing so would significantly complicate their supply chain or logistics. It's not always a restaurant problem by any stretch. 2) simplicity helps restaurants as much as customers The general principle of simplicity, sure, but the implementation can be a headache. If the marginal utility and increased revenue of having four times the number of burger options outweighs the simplicity of limiting to two entrees and nailing the supply chain but getting lower sales, then why bother? Simplicity isn't always needed or desired, and is a preference of the diner just as much--if not more!--than of the restaurant. 3) shorter wait time / quicker payment helps restaurants as much as customers No argument here, but I think that this is just as easily solved using existing resources (i.e., train employees better) than implementing a whole electronic ordering system. 4) happy customers order more, come back more often Happy customers do come back more often, and may order more, but again you don't need to buildout a crazy electronic ordering system From The Future (tm) to make your customers happy--I've witnessed people at very high-end high-touch establishments actively turn away attempts at injecting technology (electronic wine lists, in this case) into what they prefer to be a human-to-human interaction. 5) pretty sure we have experience in the industry, from 20+ investments in the category. certainly several of our entrepreneurs know what the hell they're doing, especially ElaCarte (also YC co & Lightbank co) I wish you luck on your investments! I'm sure you've got some awesome folks you're working with. ~ I'm not assuming a zero-sum game--I'm simply noting that while it helps both sides, it doesn't help the other side enough perhaps to justify a real change in business. You notice the big change towards electronic ordering (see the Jack in the Box kiosks) in large nation-wide chains where they've so relentlessly optimized and cheapened the dining experience that shaving fractions off their costs on ordering makes sense. For a taqueria or something, the value prop probably isn't there. EDIT: Also, after looking at your disclaimed companies... my God, man, you really seem to like curated experience and deliveries. Any thoughts you'd like to share on the topic, where it's going, etc.?
kirillzubovsky 14y ago
I sincerely hope that one of the companies working on solving this restaurant problem, do solve it; partially for the sake of better experience for myself, partially to get all the idiot restaurant owners who think they are in power, out of business. Speaking of which, perhaps instead of trying to sell the future to people who live in the past, these companies should raise more money and open up their own chains? That would be ballzy, but if the food is good and the experience is great, they could run profitable restaurants, and show that people are ready for the tech.

angersock 14y ago

Thanks for the reply! I'll try to explain my arguments to your points. I know a few folks locally who've been batting around ideas in this space, so it's a topic somewhat near at hand to me. :) 1) if it's a customer problem, it's a restaurant problem. For certain classes of problems, sure, but there are things like your stated "I want movies, media, etc. while I wait on my meal" that may or may not be worth addressing for any given restaurant--the degree to which the ambiance entertains the diner could be great (a bar with live bands) or nonexistent (a quiet steakhouse). A restaurant need not concern itself with your vegetarian friend if doing so would significantly complicate their supply chain or logistics. It's not always a restaurant problem by any stretch. 2) simplicity helps restaurants as much as customers The general principle of simplicity, sure, but the implementation can be a headache. If the marginal utility and increased revenue of having four times the number of burger options outweighs the simplicity of limiting to two entrees and nailing the supply chain but getting lower sales, then why bother? Simplicity isn't always needed or desired, and is a preference of the diner just as much--if not more!--than of the restaurant. 3) shorter wait time / quicker payment helps restaurants as much as customers No argument here, but I think that this is just as easily solved using existing resources (i.e., train employees better) than implementing a whole electronic ordering system. 4) happy customers order more, come back more often Happy customers do come back more often, and may order more, but again you don't need to buildout a crazy electronic ordering system From The Future (tm) to make your customers happy--I've witnessed people at very high-end high-touch establishments actively turn away attempts at injecting technology (electronic wine lists, in this case) into what they prefer to be a human-to-human interaction. 5) pretty sure we have experience in the industry, from 20+ investments in the category. certainly several of our entrepreneurs know what the hell they're doing, especially ElaCarte (also YC co & Lightbank co) I wish you luck on your investments! I'm sure you've got some awesome folks you're working with. ~ I'm not assuming a zero-sum game--I'm simply noting that while it helps both sides, it doesn't help the other side enough perhaps to justify a real change in business. You notice the big change towards electronic ordering (see the Jack in the Box kiosks) in large nation-wide chains where they've so relentlessly optimized and cheapened the dining experience that shaving fractions off their costs on ordering makes sense. For a taqueria or something, the value prop probably isn't there. EDIT: Also, after looking at your disclaimed companies... my God, man, you really seem to like curated experience and deliveries. Any thoughts you'd like to share on the topic, where it's going, etc.?

kirillzubovsky 14y ago

I sincerely hope that one of the companies working on solving this restaurant problem, do solve it; partially for the sake of better experience for myself, partially to get all the idiot restaurant owners who think they are in power, out of business. Speaking of which, perhaps instead of trying to sell the future to people who live in the past, these companies should raise more money and open up their own chains? That would be ballzy, but if the food is good and the experience is great, they could run profitable restaurants, and show that people are ready for the tech.