Cost performance that pays for itself in a single weekend: “They flexibly customized everything to fit our needs.” (The Public stand Shibuya)
A one-minute walk from Shibuya Station’s Hachiko Exit. The Public stand Shibuya (hereafter: Public Stand Shibuya), a bar widely loved especially by young people, introduced the Respo self-order system in October 2021. What kind of impact has it had on the venue so far?
This time, we spoke with the team at Public Stand Shibuya about the background behind implementing Respo Self-Order, their impressions after using it, and their outlook for the bar going forward.
Creation date: 2022年6月4日
Update date: 2026年2月26日
Table of contents
Originally used a free ordering system
---As of May 2022, a total of 15 Public Stand locations have been opened. Could you tell us about the characteristics of the Shibuya branch?
The Public Stand is loved by customers across a wide range of age groups, but my impression is that the Shibuya branch is particularly popular among younger generations.
The Public Stand is loved by customers across a wide range of age groups, but my impression is that the Shibuya branch is particularly popular among younger generations.
In addition, the Shibuya location has five “VIP tables.” The number of VIP tables varies by store, but the Shibuya branch has quite a lot compared to others.
—Could you tell me the difference between VIP seats and regular seats?
The way you use them and the prices are different. For regular seats, you pay at the ticket machine and then pick up your drink at the counter. It’s a free-space setup, so you can enjoy yourself freely in a standing-drink style.
The way you use them and the prices are different. For regular seats, you pay at the ticket machine and then pick up your drink at the counter. It’s a free-space setup, so you can enjoy yourself freely in a standing-drink style.
For VIP seats, you’ll be seated on fixed sofa seating, and all drink service will be handled by the staff. You can think of it as being similar to a typical restaurant or bar.
— How many staff members usually run the place?On weekdays we have three people, and on Fridays, Saturdays, and days before holidays we have seven.
At our shop, each staff member is trained to handle every position. Instead of assigning staff to fixed duties, we rotate their responsibilities every hour.
At The Public Stand Shibuya, you have introduced the Respo self-ordering system for your VIP seats. What kind of issues were you facing before its implementation?The biggest issue was that we were unable to provide consistent service to customers seated in the VIP area.
On busy days, the VIP seats can turn over as many as five times. In addition, because the range of services is broader than for regular seats—for example, remembering customers, taking orders, and serving drinks—there were inconsistencies in service quality among staff members.
— So originally, were you taking orders manually?
We were using a free table-order system. However, it wasn’t very user-friendly, so in the end many customers ended up placing their orders verbally.
We were using a free table-order system. However, it wasn’t very user-friendly, so in the end many customers ended up placing their orders verbally.
Since it was free, we of course had to provide the iPads used for taking orders ourselves. It was also an issue that they would run out of battery several times during business hours, and there was always the risk of damage or theft.
— How did you first learn about Respo Self-Order?
As labor shortages and the spread of COVID-19 have led to more stores across the market adopting mobile ordering systems, we were approached by Hello.
As labor shortages and the spread of COVID-19 have led to more stores across the market adopting mobile ordering systems, we were approached by Hello.
I’d known about the product for a while and already had a pretty good idea of how easy it was to use.
— We’re really glad you decided to introduce it! By the way, did you decide to go ahead without any hesitation?
We had been considering introducing a mobile ordering system even before Hello reached out to us, so we actually had several options on the table.
We had been considering introducing a mobile ordering system even before Hello reached out to us, so we actually had several options on the table.
One of the reasons we decided to introduce it was trust.
They honestly explained what advantages it has compared to other companies’ products and, at the same time, what risks are involved, so we felt confident in deciding to implement it.
You can recoup the usage fee in a single weekend.
— Has introducing Respo Self-Order helped resolve the issues you had before?
Yes, it has.
Yes, it has.
forR Self Order is very user-friendly for our customers, so it caught on quickly. Compared to the previous system, the reduced workload on our staff has led to an improvement in service quality.
Having customers register their information during the ordering process has also made it much easier for us to manage VIP seats, which is a major benefit for our shop.
— Thank you very much! Could you tell me if there are any other positive effects?
Because customers operate it on their own smartphones, it has become much more convenient for them. For example, they can place orders even while going to the restroom, and they’re free to use it from anywhere inside the restaurant.
Because customers operate it on their own smartphones, it has become much more convenient for them. For example, they can place orders even while going to the restroom, and they’re free to use it from anywhere inside the restaurant.
— After introducing it, did you notice any “unexpected benefits”?
Being able to manage repeat customers, definitely!
Being able to manage repeat customers, definitely!
For returning customers, we can now say things like “Thank you for coming before” or “This is your ●th visit today!”, which makes it easier to build a close relationship.
--- I'm glad to hear it’s had a positive impact. Have you been able to cut costs such as labor expenses?
The number of staff itself hasn’t changed, so there hasn’t been a major change in labor costs. However, we’re now able to operate with fewer people than usual, which has increased the range of ways the store can respond and adapt.
The number of staff itself hasn’t changed, so there hasn’t been a major change in labor costs. However, we’re now able to operate with fewer people than usual, which has increased the range of ways the store can respond and adapt.
For example, there are weekends when we need seven staff members but can only get six. Even on days like that, we’re still able to provide our services without lowering our usual quality.
— Respo Self-Order costs 5,000 yen per month. Compared to the free system you used before, how is the cost performance?
In terms of cost performance, Respo Self-Order is far superior.
In terms of cost performance, Respo Self-Order is far superior.
It’s packed with features and only costs 5,000 yen a month, so you can sometimes earn back the full amount in just one weekend!
There was almost no burden involved in the implementation.
--- How were your customers’ reactions right after introducing Respo Self-Order?
They accepted it smoothly, saying things like, “Oh, it’s changed!”
They accepted it smoothly, saying things like, “Oh, it’s changed!”
Since many of our customers are young, they quickly got used to the system after using it a little. They no longer have to wait for staff to come and take their order, and many customers are pleased about that.
— How did the staff react?
The response has been positive, since it’s easy to use and there’s nothing the staff needs to prepare.
They were a bit confused right after we introduced it, but once they actually tried it, they found it wasn’t difficult. Within two or three days, they were using it comfortably.
The response has been positive, since it’s easy to use and there’s nothing the staff needs to prepare.
They were a bit confused right after we introduced it, but once they actually tried it, they found it wasn’t difficult. Within two or three days, they were using it comfortably.
— How was the speed from deciding to implement the system to starting operation, and how was the support?
They responded quickly.
They responded quickly.
Our restaurant has a unique operation compared to typical eateries, with different ordering methods for regular seats and VIP seats. It was really helpful that they were able to flexibly customize things to suit our needs.
— I imagine introducing a new system can be a burden for a shop. Was there any burden placed on Public Stand Shibuya?
The support was very thorough and there was almost nothing we needed to prepare ourselves, so it didn’t feel like a burden at all.
The support was very thorough and there was almost nothing we needed to prepare ourselves, so it didn’t feel like a burden at all.
All we did was to envision how operations would look after implementation and send the photos to be used on the menu to Hello.
Aiming for 100 stores nationwide! Contributing to the Shibuya area as well
— Please tell us about Public Stand’s outlook and what you would like to take on in the future.
As a brand, Public Stand is aiming for 100 locations nationwide. This has been our goal since we first launched Public Stand, and we’ll keep challenging ourselves to reach it!
As a brand, Public Stand is aiming for 100 locations nationwide. This has been our goal since we first launched Public Stand, and we’ll keep challenging ourselves to reach it!
--- We’re rooting for you! If you have any vision or plans specifically for the Shibuya store, could you share them with us?
The Shibuya store is now the top performer in the brand in terms of customer traffic and sales, but when it first opened in 2017, we really struggled to attract customers.
The Shibuya store is now the top performer in the brand in terms of customer traffic and sales, but when it first opened in 2017, we really struggled to attract customers.
We want to give back to the Shibuya area, which has supported our shop’s growth. We’ve already started working on this a little, but we’d like to organize a large-scale event involving nearby restaurants, bars, and the local government.
— Thank you so much! By the way, what kind of event are you planning?
It’s still just at the planning stage, but we’re considering events where people can go around and visit nearby restaurants, as well as events that combine different industries to create entirely new types of businesses.
It’s still just at the planning stage, but we’re considering events where people can go around and visit nearby restaurants, as well as events that combine different industries to create entirely new types of businesses.
We’re going to energize this area by making the most of Shibuya’s culture, so please keep an eye on what’s coming next!
What a wonderful and unique challenge from The Public Stand Shibuya! I’m excited to see your continued success. We’ll keep giving you our full support. Thank you very much for today!
Store Information
Public Stand Shibuya
Address: 2F, Shibuya Parkside Kyodo Building, 1-25-6 Shibuya, Shibuya-ku, Tokyo
Phone number: 03-6452-6447
Store details:https://autoreserve.com/restaurants/iZx2JV3oPFqt2vW4vvJW
Phone number: 03-6452-6447
Store details:https://autoreserve.com/restaurants/iZx2JV3oPFqt2vW4vvJW
Please note that some information may be outdated due to price revisions or service updates.
