Drive-Thru Shopping
Another technique is to keep shoppers out of the store altogether. Dixons Carphone Plc, the electronics retailer, is considering plans for contact-free “drive-thru” style stores to limit the risk of coronavirus for staff and customers. Shoppers would park outside, call the store to select items to buy, use a contactless system to pay and then open their trunks so staff could deliver the products.
Salespeople at luxury retailers in China were already using social media to engage with customers before the outbreak, but they’ve stepped up the effort since, adding clients on WeChat and sending them information about the latest trends. Louis Vuitton tried showcasing its summer product line in a livestream show on March 26 featuring a social-media star, but was ridiculed for the quality of the video. Sometimes there’s no substitute for personal contact.
The Restaurant
Buffets and salad bars will be re-thought, and self-serve drink stations may be “a thing of the past,” said Taco John’s CEO Jim Creel, who added that other changes are afoot at the 387-store chain. Taco John’s popular salsa bar — around for the past 15 years — may be removed.
“We hope we don’t have to take them out — that we’ll be able to figure out a way to make them still work — but I’m afraid the fear factor our there will force us to go to a pre-packaged option.”
A test of self-ordering kiosks may also get pulled back. “It was a good idea three months ago, but not so good today,” Creel said.
Phone Pay
In China, restaurants and even bars have opened back up in Shanghai, with varying limits on seating arrangements – some allow six to a table, others only one. In Beijing, restaurants are doing temperature checks. In Wuhan, most places are still delivery-only.
“In the short run, as dining rooms open back up again, you’ll probably see many restaurants space their tables a little bit further apart,” said Jack Li, CEO of menu researcher Datassential. “You’ll see more restaurants try to adopt phone pay. So not having to hand your money or card to anyone. You’re certainly going to see more places continue to do things like contactless delivery.”
Starbucks Corp. is taking a store-by-store approach to resuming business activities in the U.S., with services limited to drive-thru, delivery and takeout via mobile orders and contactless pickup.
“As we experienced in China, this will be a journey,” CEO Kevin Johnson wrote in a memo to staff on Thursday.
The Menu
Chains are cutting back menus, focusing on products that sell best and are easy to make. Romano’s Macaroni Grill has pared down its menu to 70% of what it used to be, saying goodbye to pizzas and calzones recently. McDonald’s all-day breakfast menu is gone.