We’d noticed Wetherspoon pubs pushing their order-at-your-table phone app but didn’t feel moved to download it until Bailey’s parents started raving.
They first used it in Exeter the other week and rang us up to tell us about it, so excited were they. Bailey’s Mum:
The bar was six deep and we were knackered and then we saw the thing on the table advertising the app, so I downloaded it. We ordered drinks and food and they arrived in minutes, no queue! Brilliant.
Then, during the house move, we ended up in Spoons with them a couple of times, where they kept up the propaganda campaign. Bailey’s Dad seemed puzzled as to why we’d keep putting ourselves through the misery of queueing at the bar when such a wonder existed.
And that’s a good question – what had stopped us?
For one thing, we had some ethical qualms – won’t this put bar staff out of work? Isn’t full self-service automation the next stop? (Probably not.) At-table ordering via apps and touchscreens has been taking off in US fast food chains in recent years (probably where Mr Martin got the idea, being a known McDonald’s worshipper) and similar debates have been underway there, too.
More selfishly, we had our doubts about how well it might work for fussy drinkers like us – would it make ordering guest ales easier, presenting them in a neat list with all the info, or simply give the basic core drinks list?
I kept thinking about all this, perhaps because I had some responsibility for procuring and maintaining electronic point of sale systems (EPOS) in my last job, and so, on Wednesday, I cracked and gave it a go.
My chosen testing ground was The Imperial in Exeter, a beautiful building so vast that (first hurdle) the app kept warning me I was 142 yards away from the pub when I was actually sat at one end. The app downloaded in seconds over the pub’s own free wi-fi and was incredibly easy to use – it was clearly tested thoroughly on real people before roll out. For ordering food, it worked brilliantly. Being on my own, with work papers and laptop, I loved the idea of being able to get served without the usual anxious glancing back and forth from bar-staff to table, worrying whether my stuff was about to get half-inched.
As suspected, though, it fell down on drinks. The Imperial has two bars each with different ales and the app ought to be a way to show picky ale drinkers everything on offer in one neat list. As it is, I could only order the cross-chain standards (Doom Bar, Abbot, Ruddles) so I ended up having to do the anxious bar dash anyway.
And, unless I’m missing something, there’s no way to apply the CAMRA voucher discount. Probably a deal breaker for many, but probably also on the project planner for a future version: e-vouchers with a pin code, saving on all that glossy paper, perhaps?
As I sat there, Billy no mates, I pondered those ethical questions and concluded that, frankly, if you’re in a Wetherspoon pub, you’ve already crossed the line – Spoonsland is a realm of pure capitalism, for better or worse. There’s also something pleasing, not to say amusing, about the idea of Tim Martin, arch Euro-sceptic, quietly introducing something like Continental-style waiter service to English pubs.
Overall, I was impressed, and can imagine using it for ordering the chicken wings to which I’m addicted, if not drinks. While that’s not quite the sci-fi future they promised us it’s pretty astonishing all the same.
Further reading: this article on the pros and cons of the app from the Independent, published back in March, is an interesting read that takes a balanced view.