The day of reckoning is upon us

[97guns]

I just read an article about Wendy's going with self automated kiosks to counter increasing minimum wages, the article states that a $15 minimum wage hike would cripple the company.

Following Japan's lead, we may see automation/self service increase here.

[StormRichards]

I like their Baconator fries

[bjl584]

According to their PR department, they released a statement claiming that younger customers prefer an automated ordering system as opposed to order from another person. I can definitely see validity to this claim, as it does appear that the younger generation prefers electronics, and social media as opposed to real human interaction. I recently read an article about the struggles that businesses are having because the younger employees lack in social skills. Customer service is dropping, face to face meetings are becoming problematic.

All that being said, I have a hunch that the real reason Wendy's is switching to an automated ordering system has nothing, or very little, to do with millennials wanting it. The truth I'm sure is for cost savings. I just wonder how these machines will perform long term. Equipment and IT professionals to monitor, repair, and reprogram them doesn't come cheap. How long will one of these machines last before breaking or becoming obsolete? I guess there is something to be said for an "employee" that never calls off, is never late, is never insubordinate, doesn't require health insurance or social security. I guess time will tell.

[kork13]

I read the same/similar article, and (in addition to min. wage raises & younger people's preference for them), it also stated that the kiosks will be able to lead them into online/smartphone ordering, which makes alot of sense. Last note I saw was that it'll enable them to increase their capacity -- by taking people off the registers & moving them over to the grill/fryer/etc., so they'd be able to handle higher volume of customer orders.

Short story: their PR folks are doing a great job of selling it as a "serving the customer" benefit vs. "cost savings".

My wife & I were given a key chain tag for the mini frosty's at Christmas-time... Happy to swing in for a free treat when I pass one and have a craving for something sweet.

[StormRichards]

My favorite place to grab a quick meal (usually to go) is Sheetz. I go inside and use one of their terminals to select what I want. Go to the register and pay, then pick up my food. I don't have to worry about some high school kid punching the wrong buttons, and they most definitely lack basic social skills.

[MooseBucks]

My favorite place to grab a quick meal (usually to go) is Sheetz. I go inside and use one of their terminals to select what I want. Go to the register and pay, then pick up my food. I don't have to worry about some high school kid punching the wrong buttons, and they most definitely lack basic social skills.

Sheetz...Do you not have Wawa??

[Smallsteps]

it is hard to say how this will go.
I gave up using the Starbucks order ahead app it was hard to customize my drink and was always ending up at pick up with out it being done because they did not have the item or an ingredient I wanted.
I saw this with the self checkout at stores also. It became a problem in some areas where I live. I worked at a store when these started.
The theft was remarkable. I have noticed in the area I live in they have actually taken them out of low income area stores while left them in higher income store of the same company. just an observation.
when people do not know how to use these and get the "wrong" order how much waste will restaurants absorb.

[MooseBucks]

it is hard to say how this will go.
I gave up using the Starbucks order ahead app it was hard to customize my drink and was always ending up at pick up with out it being done because they did not have the item or an ingredient I wanted.
I saw this with the self checkout at stores also. It became a problem in some areas where I live. I worked at a store when these started.
The theft was remarkable. I have noticed in the area I live in they have actually taken them out of low income area stores while left them in higher income store of the same company. just an observation.
when people do not know how to use these and get the "wrong" order how much waste will restaurants absorb.

At our local hoagie chain (wawa) you order at the kiosk but they don't start making it until you pay. I can now order on the app and it will send my order when I enter the store and pay. It works great and I like the overall ease of ordering. I could see fast food having an issue with the length of time it takes some people to order. I'd imagine many stores are going to need a remodel to be able to fit multiple machines.

[StormRichards]

Sheetz...Do you not have Wawa??

No, but have enjoyed their food on many road trips.

Right now Sheetz is getting most of my fast food/take out type of business. They have a 6" sub combo with fries and any size drink for $2.99 with loyalty card. Hard to beat that deal around here.

But I do like any of those type of places over traditional fast food.

[bjl584]

Sheetz...Do you not have Wawa??

Not in the Pittsburgh area. Closest place to find one a Wawa is maybe Maryland or Virginia, a couple hours away. Around here, Sheetz is king for gas station/convenience stores.

[Like2Plan]

I don't know. Maybe this is the next step in the Robots taking over the world?

But, ask yourself--when was the last time you had a service station attendant wash your windshield and check your oil while they filled up your tank? Or, (in my state anyway) I haven't even seen a full service gas station....

In regards to ordering off a touch screen--Disney installed these in a couple of places a few years ago-- I've used them at the contemporary and at Be Our Guest Restaurant. Disney IT leaves something to be desired (IMO, of course) and it can be a struggle to order if you want something that is non-standard. One of the hallmark experiences I have had with dining at Disney in the past is I have never seen them flinch if you ask for something that is a little non-standard.

Panera Bread on the other hand is pretty easy to use. If you order in person it always takes a long time I'm not sure why this is (maybe it is a complicated menu?). They are always extremely nice and helpful when taking an order, but it just takes time. I have switched over to using their AP for all my orders and then I just go in and it's waiting for me. So, far the AP was robust enough to handle non-standard stuff. Also, you can put gift cards in the AP and apply it to the order. I have gift cards that are 10 years old because prior to the AP I would always forget to bring it when I went to Panera.

Starbucks is another example that has a very good AP for ordering online. I would say the same thing about making an order--the staff are really nice and helpful when folks are trying to decide what they want to order, but it can make the line go pretty slowly. Starbucks also has a really good system for accepting payment. I have received gift cards that I couldn't get the last bit of $$ off them (like visa ) and it is never a problem at Starbucks.

So, we'll see. We probably go to Wendy's once a year (when we are on the road). It's always a shock to see something so radically different.

[disneysteve]

I'm not a member of the "younger generation" but I much prefer touch screens and self checkouts. I use them whenever they are an option. I find them to be faster, more efficient, and less prone to error.

I do our weekly grocery shopping at Wegman's. In the produce section, there are scales where you can weigh and label your items yourself. I always do that. It speeds up checkout and eliminates errors caused by the cashier misidentifying an item or accidentally typing in the wrong code. The same is true in the bulk section. There are 4 self checkout lanes. I can't always use them because they have a 25 item limit, but many times I can. As I said, I think it is quicker and easier than dealing with a human cashier.

Some WalMarts and Targets also have self checkout and we will always choose that option when we can. And we live in Wawa land also. I love punching everything in on the touchscreen and knowing that the order is taken properly. Plus it frees up the staff to actually be making the orders which improves the turnaround time.

[LivingAlmostLarge]

I prefer to order on a touch screen as well. I find it hard to order from someone else because of errors. It's easier to see and watch my order correctly placed myself. It just frees us people to make the food.

[commoncentsmike]

I'm happy that you're driven to find the person who lost the money AND considering what your alternative options are instead of keeping it yourself. However, it's not so large of an amount and there's no ID to go along with it, so I also feel that there's no issue in you keeping it.

[TexasHusker]

This is a cost savings for customers, too: If your minimum wage doubles, I highly doubt a Wendy's franchisee is going to run the business as a charity and give you a burger that doesn't cover his cost plus provide a little profit. Your burger and fries just doubled, too.

As for kiosks...would u rather order from a tatted fellow with ear gauges sufficient to put a quarter through, or a touchscreen?


Hmmmm tough call.