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pubs

Ordering by app makes you look at the pub differently

We’ve now been to the pub three times since lockdown lifted, not counting various visits to the Drapers for takeaway – twice to a St Austell house and once to the Highbury Vaults, which is a Young’s tenanted pub.

In all visits, we’ve sat in the garden and used an app for ordering. The two apps are pretty similar and easy to use, and we wouldn’t be surprised to find it’s the same underlying software.

This technology has been around for ages and is pretty affordable. When I was indirectly involved in running a large pub-hotel in Cornwall, I recall being offered a similar product during an EPOS update in about 2012, but not taking it up because, well, honestly, I couldn’t imagine anyone wanting to order like that.

But now, I can definitely see more places doing this in the near future, even quite small places.

This weekend, as we drank our electronically-ordered pints, we considered some of the ways apps might change pub habits.

First, it’s interesting that we caught ourselves going back to the same pub twice because, among other reasons, “We already have the app.”

Although the apps are reasonably easy to use, there is a bit of time required for setup and those of us nervous about data protection are reluctant to sign up with ten different apps.

Secondly, the availability of an app really brings the ownership of a pub to the surface.

We don’t tend to think about the Highbury Vaults as belonging to Young’s. It’s not as if they hide the fact but they have managed to preserve a distinct identity thanks to a quirky interior, home-cooked food and the fact the landlord’s been there for 25 years.

Now, all of a sudden, it immediately feels more of a corporate, homogenised space, even if the pub itself is still its lovable old self.

On a similar note, we expect that many Bristolians outside the beer bubble will be surprised to discover over the next few months that Bath Ales is owned by St Austell.

Thirdly, there’s an obvious points about transactions being potentially easier for some people (people on their own, those unable to stand at bars or place orders verbally) and more difficult for others who may not feel comfortable with the technology.

As long as app-based ordering isn’t the only option, and in both places there are waiting staff with notepads on the floor, then apps should enable rather than impede.

Finally, as social distancing continues – remember that as we write this, in England, you are only supposed to socialise with other households at a distance – remote ordering might provide a nice way to buy your mates a pint, whether you’re in the same pub or not.

There’s precedent for this: when the Wetherspoon app launched, there was a spate of stories about people soliciting drinks by sharing their table number on social media, only to get sent plates of peas.

If there’s one obvious improvement to be made, it’s the addition to apps of real-time information on how busy a given pub is. This might help reassure more nervous customers and match punters to pubs that need them.

Categories
pubs

Appy Meal

The carpet at the Imperial, Exeter.

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.

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Blogging and writing

iPod/iPhone: handy on holiday

We interrupt our series of posts on the breweries of Passau for this announcement.

If you’ve got an iPod Touch or iPhone, we can’t recommend highly enough the excellent foreign language dictionaries available as apps from Ultralingua. The German-English dictionary is very comprehensive and helped us decipher several complicated menus in pubs and restaurants on our recent trip.

The beer specific apps aren’t always the most essential for beer geeks, it turns out.