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Thread: By 2020 every McDonalds will use self order kiosks

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    Veteran Member bajisima's Avatar
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    By 2020 every McDonalds will use self order kiosks

    Less human contact..

    McDonald's will roll out self-order kiosks to 1,000 stores every quarter for the next two years, according to CEO Steve Easterbrook.

    The kiosks were already in roughly 3,500 US McDonald's restaurants as of March, or about one-fourth of its domestic stores. They will be in about half of US restaurants by the end of 2018 and in all stores by 2020. McDonald's locations in Australia, Canada, and the UK are even further along in kiosk usage.

    Customers who use the kiosks tend to browse the menu and order more, Easterbrook told CNBC this week, adding, "There's a little bit of an average check boost."

    McDonald's and other restaurant companies are wrangling with rising labor costs in the US as minimum wage hikes take effect in markets around the country. In the first quarter of the year, McDonald's payroll and employee benefits were 30.2% of sales, up from 27.8% during the same period in 2017.

    https://www.buzzfeed.com/venessawong...m4R#.fjNYAZlow

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    A growing trend.

    More fast food retailers are gonna follow.

    Grocery stores and retail stores have had SOME self check outs for years, and they aren't going away.

    Less human contact, but also less cost for the company.
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    Veteran Member bajisima's Avatar
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    Quote Originally Posted by Miller47 View Post
    A growing trend.

    More fast food retailers are gonna follow.

    Grocery stores and retail stores have had SOME self check outs for years, and they aren't going away.

    Less human contact, but also less cost for the company.
    Our local one has the kiosks and now they wont let you order from a person. They did at first but now they say "oh they are too busy, the kiosk is easier." A lot of older folks are a bit intimidated but the young arent at all. In fact they have an APP that lets you order before you arrive and you can pick it up when you arrive so you dont even wait in line to use the kiosk. My issue is if you want to order something special, its nearly impossible.

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    I'll be using the drive thru.
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    Veteran Member bajisima's Avatar
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    Quote Originally Posted by roberthughey View Post
    I'll be using the drive thru.
    Some drive thrus use workers that are at a remote location. From a decade ago.

    McDonald's Corp., the world's largest restaurant chain, is testing the use of remote call centers to handle drive-thru orders in an effort to improve service. Company officials said the idea, being tested at a small number of restaurants in the Pacific Northwest, is aimed at reducing the number of mistakes at the drive-thru window. "If you're in L.A. and you hear a person ... with a North Dakota accent taking your order, you'll know what we're up to.."

    https://www.cbsnews.com/news/outsourcing-drive-thru/

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    Thought Provocateur NightSwimmer's Avatar
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    Quote Originally Posted by bajisima View Post
    Our local one has the kiosks and now they wont let you order from a person. They did at first but now they say "oh they are too busy, the kiosk is easier." A lot of older folks are a bit intimidated but the young arent at all. In fact they have an APP that lets you order before you arrive and you can pick it up when you arrive so you dont even wait in line to use the kiosk. My issue is if you want to order something special, its nearly impossible.

    I don't mind a kiosk so much in a fast food restaurant. What does bother me is a kiosk at the table of a full service restaurant that still employs wait staff. They expect you to place your own order and do your own checkout, but they still want you to tip wait staff that did nothing but bring your food out from the kitchen. To hell with that. Get rid of the wait staff altogether, alert me (via the kiosk) when my order is ready, and I'll carry my own damned order to my table and keep the tip.

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    Veteran Member bajisima's Avatar
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    Quote Originally Posted by NightSwimmer View Post
    I don't mind a kiosk so much in a fast food restaurant. What does bother me is a kiosk at the table of a full service restaurant that still employs wait staff. They expect you to place your own order and do your own checkout, but they still want you to tip wait staff that did nothing but bring your food out from the kitchen. To hell with that. Get rid of the wait staff altogether, alert me (via the kiosk) when my order is ready, and I'll carry my own damned order to my table and keep the tip.
    All our chains like Applebees, TGIFridays, Olive Garden, Panera, do that. They tried to tell patrons that they would keep the same headcount but they didnt. They let a lot go and then just had expediters to bring out the food. Its very impersonal, but I do think its a generational thing. We have some local "trendy hipster" type places where you go in, sit and order via your cellphone and then the food is brought to you. Thats the only contact you have with actual people. Its geared for the young generations who dont want to talk or engage people. I often wonder how popular they are or if I am just getting to be an old fart.

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    Thought Provocateur NightSwimmer's Avatar
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    Quote Originally Posted by bajisima View Post
    All our chains like Applebees, TGIFridays, Olive Garden, Panera, do that. They tried to tell patrons that they would keep the same headcount but they didnt. They let a lot go and then just had expediters to bring out the food. Its very impersonal, but I do think its a generational thing. We have some local "trendy hipster" type places where you go in, sit and order via your cellphone and then the food is brought to you. Thats the only contact you have with actual people. Its geared for the young generations who dont want to talk or engage people. I often wonder how popular they are or if I am just getting to be an old fart.

    I can deal with the technology. That's not a problem. What I have a problem with is tipping for service that I didn't receive.
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    I don't just see kiosks, I see apps getting better and better and more widely used. The order is placed from your phone, you pay with your phone, the restaurant can tell where you are and you can see how many minutes it will be before the order is ready. This technology already exists, it just takes a while to refine it and get it broadly adopted.
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    Quote Originally Posted by NightSwimmer View Post
    I don't mind a kiosk so much in a fast food restaurant. What does bother me is a kiosk at the table of a full service restaurant that still employs wait staff. They expect you to place your own order and do your own checkout, but they still want you to tip wait staff that did nothing but bring your food out from the kitchen. To hell with that. Get rid of the wait staff altogether, alert me (via the kiosk) when my order is ready, and I'll carry my own damned order to my table and keep the tip.
    Yes, and it also "suggests" the amount to tip.

    I tipped the "suggested" amount, and it was less than I would have normally tipped.

    Better for me, worse for the waitperson.

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