Two weeks ago, we discussed the potential pitfalls of restaurant technology and the importance of having a backup plan. The recent CrowdStrike outage provided a real-world example of how a tech hiccup can significantly disrupt restaurant operations.
The outage caused by a faulty CrowdStrike software update sent shockwaves through countless industries, and restaurants weren’t spared. While the headlines focused on airlines and hospitals, many restaurants quietly grappled with disruptions that affected their operations and potentially cost them revenue.
The Cash Register Conundrum
One of the biggest hurdles restaurants faced was the inability to process payments due to malfunctioning cash register systems. This was particularly impactful for quick-service chains like McDonald’s, where a reported 30% of Japanese locations were forced to close temporarily. Even for restaurants that remained open, the slowdown caused by manual transactions likely frustrated customers and led to longer wait times.
Order Out Outage
The outage was a double whammy for restaurants heavily reliant on online ordering and mobile apps. Services like Starbucks’ popular order-ahead function were rendered useless, potentially deterring customers who rely on the convenience factor. This highlights the growing importance of having backup systems in place, especially for restaurants that have embraced online ordering as a core part of their business model.
Lessons Learned, Reinforced
The CrowdStrike outage served as a powerful validation of the points raised in our previous piece:
- Backups: Having a plan B for processing payments and taking orders during outages is no longer optional. Explore redundant systems, consider cash-on-delivery options, or invest in mobile payment processing apps for a safety net.
- Testing: Regularly test your technology infrastructure to identify and address weaknesses before a significant outage strikes. Schedule maintenance checks and conduct mock outage drills to ensure your team is prepared.
- Communication: During disruptions, keep your customers informed. Use social media platforms or signage to explain the situation and potential delays. Transparency goes a long way in maintaining customer trust and minimizing frustration.
By following these steps, restaurants can build resilience against future tech disruptions. Having a plan in place is key because many of these outages, like this one, will be completely out of your control. Remember, even a brief outage can significantly impact your bottom line. So, be proactive and ensure your restaurant can maintain smooth operations even when technology fails.
