Introduction example: From 30 years of paper-based management to self-ordering: A major store overhaul carried out hand in hand with our representative (Teppanyaki Toraya)

It just clicked, so I made an inquiry. The representative’s excellent response was the deciding factor in choosing to implement it.

— What inspired you to start your own business?

We opened this place about 37 years ago, when I married my husband. Since it was our first time running a restaurant, we started by offering okonomiyaki and monjayaki that customers could easily cook themselves, and thanks to their warm reception, we’ve continued ever since.

— You had been managing orders on paper for many years, and in August 2023 you introduced Respo Self-Order. Was there anything in particular that prompted you to consider implementing it?

When I previously went to a chain restaurant, I used a self-ordering service and thought it was really convenient.

The direct trigger was that, when things had calmed down with COVID and I was consulting with a financial institution about our sales, one of the services they recommended was Respo Self-Order.

— Which part of Respo Self-Order caught your attention?

The initial costs and monthly fees were low, and the menu options were broken down in detail, so I thought this system would be useful for our restaurant, where we receive many additional orders.

There were services from several other companies too, but to be honest, the reason I chose this one was simply a gut feeling of “this seems good somehow” (lol).

—I see, so that’s how it was!

I looked into various services, including those from other companies, and this one in particular struck me as especially easy to understand and user-friendly.

After actually making an inquiry and talking in detail using online calls and such, I found the support representative’s explanations easy to understand, and I felt it was a very courteous and trustworthy company.

At first, we planned to consider other companies as well, but in the end we didn’t even contact them and quickly decided to go with Respo Self-Order.

Start operations with peace of mind, supported by weekly online meetings

— How did you proceed, step by step, up until the start of operations?

I’m not very good with machines, and it was the first time our shop had introduced a system like this, so at first I was really worried about whether we’d actually be able to use it.

However, thanks to the support representative holding an implementation support meeting once a week, we were able to clear up any questions as they arose and start operations with peace of mind.

—How did the shop owner’s husband react?

Actually, my husband is extremely old‑school and doesn’t even have a smartphone (laughs), so at first he was against introducing the system.

Also, since I’m usually not at the store, I was worried about whether my husband and the staff would be able to use it there.

So I decided that I should first properly learn how to use it myself, and then be able to use it together with you.

— So, how has it been since you actually started operating it?

When my husband doesn’t know how to use something, he calls me and asks, “What should I do with this?” and I tell him the answer.

When I don’t understand something, I contact the support staff by email, and I always receive polite and easy-to-understand replies.

They even answer really small, trivial questions, so the worries I had at first feel like they were unfounded, and I’ve been able to keep using it with peace of mind.

— I’m glad to hear that! Are the other staff members also using Respo Self-Order?

Yes. The young part-time staff understood it right away after I explained it just once and immediately started using it, so I get the sense that people who normally use smartphones can use it smoothly.

Also, back when we were managing orders on paper, it was really difficult to explain in detail how to fill in additional orders, but now that stress is gone for both sides, and things have become much easier.

More customers now feel comfortable ordering the last remaining item.

Please tell us which features of Respo Self-Order you find easy to use.

For example, if a customer wants to order just one serving of sake, it’s nice that we can customize it ourselves by quickly adding an item like “Sake (1 serving)” to the menu afterward.

— How have your customers been reacting?

We’ve heard comments like, “It’s a relief not having to flag down busy staff to place an order,” and “It’s easy to use because we can order at our own pace.”

Also, when the staff looked busy, customers seemed to feel hesitant to order one last item. After introducing Respo self-ordering, more customers now order a dessert or one more drink at the end!

---That's a delightful change!

Yes. Also, up to now we had a small note at the very bottom of the paper menu under the chuhai and soft drinks saying “We also have a mug size,” but we almost never got any orders for it.

However, with Respo self-ordering, items like “Calpis Highball [Jug Size]” are shown further down the screen, so when customers scroll on their smartphones, it seems to catch their eye more easily, and orders for the jug size have increased.

Highly recommended especially for yakiniku restaurants and izakayas that get many repeat orders

—What kinds of stores do you think Respo would be useful for?

I’d especially recommend it for places like ours, such as yakiniku restaurants or izakayas where customers often place additional orders.

My husband was so against it at first, but now he says things like, “When I think about how we used to take such detailed add-on orders on paper, it gives me the chills” (laughs), and we talk about how there’s just no way we could ever go back to the old way.

Introducing Respo Self-Order was that big of a revolution for our restaurant, but thanks to it, running the place has become so much easier.

In five or ten years, I think more and more stores will introduce this kind of self-ordering service, and it will probably become the standard.

— Lastly, could you tell us about your goals for the shop going forward?

We don’t support PayPay as a payment method yet, so we’d like to add support for it going forward.

With Respo’s self-order system, customers can easily make payments right from their smartphones while seated, without having to go all the way to the register to scan a QR code. It seems even my analog-minded boss could handle it (lol), so we’re positively considering it as our next step.

Store Information

Teppanyaki Toraya

Address: 622-6 Nishi-Kanae, Kanae, Iida City, Nagano Prefecture
Phone number: 0265-52-3585
Store details:https://autoreserve.com/restaurants/Afira3V5VFpGnwrvxFXi