Name: Dining for the decade ahead
Uploaded: 2024-07-19T10:08:02.884Z
Duration: 343.18
Description: As off-premise dining and the use of technology in restaurants become more popular and accessible, how can businesses ensure that they meet customers’ needs to deliver the best service? Joe Pawlak, Managing Principal at Technomic Inc., explores how experiences in the off-premise are just as crucial as those in on-premise establishments.

V3.2 Jiji Ahn.mp4

V3.2 Jiji Ahn.vtt

english

{{00:00:00}}
We need to keep in mind that, you
know, with all this talk about off

{{00:00:04}}
premise and takeout and drive thrus and
delivery, the dine in is still going to

{{00:00:08}}
be an important piece of our business.

{{00:00:09}}
It's not going away.

{{00:00:19}}
Well, I think the biggest change that
we've seen in food service over the

{{00:00:22}}
past several years is people really are
eating off premise more than dining in.

{{00:00:28}}
What they're doing is, is they're either
taking out,  they're getting delivery

{{00:00:33}}
or going through the drive thru.

{{00:00:35}}
People have less time today to sit
down in a restaurant and have a meal.

{{00:00:39}}
And they had even five or six years ago.

{{00:00:41}}
But they still want that meal.

{{00:00:43}}
They still want that experience.

{{00:00:44}}
So they're taking out,
they're getting delivery.

{{00:00:46}}
So we're seeing more of this
shift towards off premise.

{{00:00:49}}
And the pandemic really did
started, but accelerated a lot of

{{00:00:53}}
these, this thing, these things.

{{00:00:55}}
And now we're seeing that off premise
really continues to grow and take

{{00:00:59}}
share from the on premise business.

{{00:01:07}}
We're going to probably see some
more experiential type dining.

{{00:01:12}}
Or experience.

{{00:01:13}}
Off premise operators trying to
incorporate experience into the

{{00:01:17}}
off premise part of the business.

{{00:01:19}}
There's some examples.

{{00:01:21}}
Here in Chicago, we have a
place called the Wiener Circle.

{{00:01:24}}
Their claim to fame is they're
very rude to their customers.

{{00:01:28}}
That's the experience.

{{00:01:29}}
You go up and you order and
they're like, What do you want?

{{00:01:32}}
Come on, come on, guy.

{{00:01:33}}
I need a fast.

{{00:01:34}}
Come on.

{{00:01:34}}
I need your part of the experience.

{{00:01:36}}
And people go.

{{00:01:38}}
There's some banter back
and forth with the consumer.

{{00:01:41}}
And again, it's a takeout only restaurant.

{{00:01:42}}
So there are probably a number of
different examples of operators doing

{{00:01:45}}
this, but operators need to think
about how we can incorporate experience

{{00:01:49}}
in the off premise occasion as well.

{{00:01:57}}
A number of people think that in the
next, In the next five to seven years,

{{00:02:01}}
we're going to see more,  technology
as it relates to maybe robots or

{{00:02:06}}
robotics being servers in restaurants.

{{00:02:09}}
I totally reject that.

{{00:02:10}}
Again, we're in a, the, what we
call the food service industry.

{{00:02:14}}
And one of the pleasures of food service
industry is being able to be taken,

{{00:02:19}}
being seated by a actual human, having
an interaction with somebody,  somebody

{{00:02:24}}
telling you about the specials, maybe
giving you a story about the specials.

{{00:02:29}}
Being able to ask them about,
you know, some of the products

{{00:02:31}}
or some of their favorites on
the menu, having an interaction.

{{00:02:35}}
Robots can't do that for you.

{{00:02:37}}
I don't think that's going to happen.

{{00:02:39}}
And if it does, I think it moves us away
from what we do best, which is service.

{{00:02:43}}
And that's why people
come to our restaurants.

{{00:02:45}}
It's about service, interaction
with people, also service, preparing

{{00:02:49}}
products for us and, you know, service
of really making us happy because

{{00:02:53}}
we're having, enjoying a meals.

{{00:03:00}}
AI already is being used by
many restaurateurs in terms of.

{{00:03:04}}
How they're interacting with consumers
are using a I for things such as

{{00:03:10}}
suggestive selling, knowing that
somebody had in the past ordered an item.

{{00:03:14}}
I think the next generation with
technology and a I a lot of happened.

{{00:03:18}}
What we call in front of
house, but back a house.

{{00:03:21}}
We're just at the tip of the iceberg
and back a house with technology.

{{00:03:25}}
There's some new things coming online.

{{00:03:28}}
You see automatic fry makers.

{{00:03:30}}
You see things that automatic
burger flippers so on and so forth.

{{00:03:34}}
But again, these are just things that
are just starting in their infancy.

{{00:03:37}}
There's still some bugs that have
to be worked out of the system.

{{00:03:40}}
But this is where I believe is really
the,  where there's a lot of runway

{{00:03:45}}
and there's a lot of opportunity.

{{00:03:46}}
Given that we have a labor problem
in our industry, this is where we

{{00:03:48}}
can kind of take some of the labor
out and let technology do that and

{{00:03:53}}
reallocating that labor to do more value
added responsibilities, interacting

{{00:03:57}}
with customers, as an example.

{{00:04:05}}
Sustainability in our industry, It is
paramount, and this is being driven

{{00:04:09}}
by consumers who are increasingly
asking industries, companies, even

{{00:04:15}}
other consumers to be more mindful
of what they're doing to the globe,

{{00:04:19}}
to the planet, and the environment.

{{00:04:21}}
There's a lot of initiatives of a unit
saying that by the year 2030, our entire

{{00:04:26}}
supply chain,  needs to be carbon neutral.

{{00:04:28}}
That means a restaurant chain saying we
need our distributors that we work with.

{{00:04:33}}
We are manufactured.

{{00:04:34}}
We work with have to follow
guidelines that allow us as

{{00:04:38}}
a chain to be carbon neutral.

{{00:04:39}}
So we're seeing a lot of that happening,
and we expect that to just continue to

{{00:04:45}}
multiply throughout the whole channel.

{{00:04:52}}
Dining in a restaurant is not going away.

{{00:04:55}}
Let's keep that in mind.

{{00:04:56}}
Sure, the share of business is going away.

{{00:04:58}}
Share of off premise versus on premise.

{{00:05:01}}
That share of on premises is getting
carbon People still want it when they

{{00:05:06}}
go out, they want to have an experience.

{{00:05:08}}
So we have to keep in mind that it has to
be worth,  the expense, worth the quote

{{00:05:14}}
unquote investment when they do it, it
needs to be something that's memorable.

{{00:05:17}}
It has to be something
they can talk about.

{{00:05:20}}
It's be something that they can
say, do you remember when we did X?

{{00:05:23}}
And it's about going on
that restaurant experience.

{{00:05:25}}
So we need to keep in mind that, you
know, with all this talk about off

{{00:05:29}}
premise and takeout and drive thrus and
delivery the diner is still going to

{{00:05:34}}
be an important piece of our business.

{{00:05:35}}
It's not going away.

We need to keep in mind that, you
know, with all this talk about off

premise and takeout and drive thrus and
delivery, the dine in is still going to

Well, I think the biggest change that
we've seen in food service over the

past several years is people really are
eating off premise more than dining in.

What they're doing is, is they're either
taking out,  they're getting delivery

People have less time today to sit
down in a restaurant and have a meal.

So they're taking out,
they're getting delivery.

So we're seeing more of this
shift towards off premise.

And the pandemic really did
started, but accelerated a lot of

And now we're seeing that off premise
really continues to grow and take

We're going to probably see some
more experiential type dining.

Off premise operators trying to
incorporate experience into the

Here in Chicago, we have a
place called the Wiener Circle.

Their claim to fame is they're
very rude to their customers.

You go up and you order and
they're like, What do you want?

There's some banter back
and forth with the consumer.

And again, it's a takeout only restaurant.

So there are probably a number of
different examples of operators doing

this, but operators need to think
about how we can incorporate experience

A number of people think that in the
next, In the next five to seven years,

we're going to see more,  technology
as it relates to maybe robots or

Again, we're in a, the, what we
call the food service industry.

And one of the pleasures of food service
industry is being able to be taken,

being seated by a actual human, having
an interaction with somebody,  somebody

telling you about the specials, maybe
giving you a story about the specials.

Being able to ask them about,
you know, some of the products

or some of their favorites on
the menu, having an interaction.

And if it does, I think it moves us away
from what we do best, which is service.

And that's why people
come to our restaurants.

It's about service, interaction
with people, also service, preparing

products for us and, you know, service
of really making us happy because

AI already is being used by
many restaurateurs in terms of.

How they're interacting with consumers
are using a I for things such as

suggestive selling, knowing that
somebody had in the past ordered an item.

I think the next generation with
technology and a I a lot of happened.

What we call in front of
house, but back a house.

We're just at the tip of the iceberg
and back a house with technology.

You see things that automatic
burger flippers so on and so forth.

But again, these are just things that
are just starting in their infancy.

There's still some bugs that have
to be worked out of the system.

But this is where I believe is really
the,  where there's a lot of runway

Given that we have a labor problem
in our industry, this is where we

can kind of take some of the labor
out and let technology do that and

reallocating that labor to do more value
added responsibilities, interacting

Sustainability in our industry, It is
paramount, and this is being driven

by consumers who are increasingly
asking industries, companies, even

other consumers to be more mindful
of what they're doing to the globe,

There's a lot of initiatives of a unit
saying that by the year 2030, our entire

supply chain,  needs to be carbon neutral.

That means a restaurant chain saying we
need our distributors that we work with.

We work with have to follow
guidelines that allow us as

So we're seeing a lot of that happening,
and we expect that to just continue to

Dining in a restaurant is not going away.

Sure, the share of business is going away.

That share of on premises is getting
carbon People still want it when they

So we have to keep in mind that it has to
be worth,  the expense, worth the quote

unquote investment when they do it, it
needs to be something that's memorable.

It has to be something
they can talk about.

It's be something that they can
say, do you remember when we did X?

And it's about going on
that restaurant experience.

So we need to keep in mind that, you
know, with all this talk about off

premise and takeout and drive thrus and
delivery the diner is still going to

Trend

As off-premise dining and the use of technology in restaurants become more popular and accessible, how can businesses ensure that they meet customers’ needs to deliver the best service? 
Joe Pawlak, Managing Principal at Technomic Inc., explores how experiences in the off-premise are just as crucial as those in on-premise establishments.

Trends

Forecasting

Dining Experience

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Joe-Pawlak-Expert_1558294758.jpg

Joe Pawlak

Discover insights from other experts

Managing Principal

Pawlak notes the emerging trend of off-premise operators incorporating unique experiences into their service models.

Scaling Growth through Experience 

Pawlak explains why technology cannot replicate human interaction and personalised service that are fundamental to the restaurant experience.

The Human Element in Dining

Pawlak shares how technology can enhance customer service in the restaurant industry by streamlining back-of-house operations.


Utilising AI and Technology 

Pawlak emphasises that sustainability is a paramount concern and crucial for the industry's long-term success.

The Importance of Sustainability

Pawlak highlights the essential role of creating memorable, shareable experiences in ensuring the ongoing success of restaurants and the vitality of dining culture.