5 Costly Mistakes Restaurants Make at the Counter (And How Tech Can Solve Them)

The counter is your first (and most crucial) Impression. Guests decide in those first moments if your restaurant feels smooth and efficient, or chaotic and unprepared. A slow, error-filled experience doesn’t just annoy guests; it turns them into someone else’s customers.

Most of these counter problems aren’t due to your team or your menu. They’re system issues. Bottlenecks, missed opportunities, and outdated tools are holding you back. Fortunately, fixing them is easier than you think.

Here are five counter mistakes that cost you sales, plus smarter ways to solve them:

Mistake #1: Long Lines That Send Guests Packing

People hate waiting. A study by QSR Magazine found that 76% of diners wouldn’t wait if they saw a long line. If your counter slows down during peak hours, you’re losing potential orders—and fast.

Speed is key here. A 30-second checkout can be the difference between a guest staying in line or walking out the door.

What works better: Self-service kiosks. They let guests order as soon as they walk in, reducing congestion and keeping things moving. Your staff can focus on food prep, not triaging the line.

In addition to speed, a smoother line experience makes guests happier, which means they’re more likely to stick around—and come back.

Mistake #2. Failing to Upsell (When It’s Practically Free Money)

Your team might be too busy to suggest extras, but kiosks? They’re upsell machines. According to Restaurant Business Online, digital orders increase average check sizes because customers spend more time reviewing the menu and are consistently prompted with add-ons like sides or premium toppings.

Think about it: a guest sees a tempting “Add guac for $2” button. No pressure. Just a choice they’re happy to make. This consistency is why kiosks crush upselling. Guests make bigger orders without feeling sales pressure.

Mistake #3. Order Mistakes That Derail the Flow

Mistakes happen, but they’re costly. A wrong order means wasted food, frustrated guests, and slower service while your team scrambles to fix it.

How to reduce errors: Let guests handle their own order input. Kiosks let them select exactly what they want, from customizations to add-ons. No miscommunication, no confusion—just accurate orders that keep everyone happy.

In addition to delivering a great guest experience, accurate orders mean smoother operations for your kitchen, too.

Mistake #4. Outdated Payment Options

Guests expect flexibility when it comes to payment. If your counter can’t handle mobile wallets like Apple Pay or Google Pay, you’re losing sales. 51% of people say they would stop shopping with a merchant that doesn’t accept payments from digital wallets.

Plus, consumers tend to spend more money when using digital payments, thanks to the ease and convenience of the process. That’s extra revenue your business could be capturing every day.

The solution: Self-service kiosks that support all major payment methods, including digital wallets. They offer the seamless, fast payment experience guests want while increasing your average transaction size.

Mistake #5. Overworking Your Team (and Burning Them Out)

When your staff is overwhelmed, it’s not just their morale that takes a hit. Service slows, mistakes increase, and guests notice.

The solution: Kiosks don’t just help your guests—they help your team. By taking repetitive tasks like order-taking off their plate, kiosks give staff room to focus on higher-value interactions, like answering questions or handling complex orders.

The result? A happier team that’s less stressed and more engaged with the parts of the job that matter most.

Key Takeaway: Small Changes, Big Wins

Every counter issue you face whether it’s long lines, missed upsells, or payment delays, has a simple, tech-driven solution. Restaurant self-service kiosks tackle these problems while making your operations smoother, your guests happier, and your team less stressed.

If you’re ready to see the difference, book a free demo today.