Thanks to Respo’s self-ordering system, our labor costs have been cut in half (Rabbit).
We spoke with Mr. Fujita, the manager of the charming British-style restaurant “Usagi” in Shibuya, about the “Respo by AutoReserve Self-Order” system (hereafter, Respo Self-Order), a self-ordering solution that even handles payment.
Creation date: 2022年2月22日
Update date: 2026年2月26日
Table of contents
It’s precisely in the post‑COVID era that you should adopt Respo Self-Order
––– Thank you very much for taking the time out of your busy schedule to do this interview! How has it been since implementation?
It’s been extremely helpful.
Before we introduced Respo Self-Order, we always had staff standing by in the hall just waiting to take orders.
During busy lunch hours, we needed about four staff members to keep things running, but now we can manage with just two.
––– So by introducing Respo Self-Order, you’ve effectively improved the workload equivalent to two staff members!
Yes.
After 3 p.m., during café time, there are times when we can run everything with just one person. In terms of labor costs, that’s been a pretty big impact.
It’s been extremely helpful.
Before we introduced Respo Self-Order, we always had staff standing by in the hall just waiting to take orders.
During busy lunch hours, we needed about four staff members to keep things running, but now we can manage with just two.
––– So by introducing Respo Self-Order, you’ve effectively improved the workload equivalent to two staff members!
Yes.
After 3 p.m., during café time, there are times when we can run everything with just one person. In terms of labor costs, that’s been a pretty big impact.
--- What prompted you to introduce the Respo self-order system?
The timing of our renovation coincided with the COVID-19 pandemic, so we were considering introducing a contactless ordering system.
The timing of our renovation coincided with the COVID-19 pandemic, so we were considering introducing a contactless ordering system.
Among the many self-order systems available, we chose Respo Self-Order because the initial cost is low and it can be installed as early as the following week.
--- What are the benefits of introducing Respo Self-Order?
To be honest, I don’t think we’ll ever go back to the pre-COVID days when customers could place orders and pay without worrying about contact. Respo Self-Order is a system that allows customers to use our restaurant with peace of mind.
In fact, we’ve received a lot of feedback such as, “I always feel safe because I can order with my smartphone.”
Respo Self-Order is something that should be implemented not only during the COVID crisis, but especially in the post-COVID era.
--- What are the benefits of introducing Respo Self-Order?
To be honest, I don’t think we’ll ever go back to the pre-COVID days when customers could place orders and pay without worrying about contact. Respo Self-Order is a system that allows customers to use our restaurant with peace of mind.
In fact, we’ve received a lot of feedback such as, “I always feel safe because I can order with my smartphone.”
Respo Self-Order is something that should be implemented not only during the COVID crisis, but especially in the post-COVID era.
Order mistakes have been reduced to one-fifth, allowing us to focus more on our customers.
--- Once again, could you tell us about your restaurant?
We’re now in our 22nd year since opening. Originally, our company ran an apparel brand and then decided to branch out into the food and beverage business, and that’s how Usagi was born. After that, the current owner went independent, moved the location last year, and we reopened after renovations this March.
--- When people think of Usagi, they think of avocado, right?
When we first opened 22 years ago, avocados weren’t as well known as they are now, and we were quick to focus on them. The possibilities for avocado dishes are endless, and they taste great combined with all sorts of ingredients.
It’s also called “butter of the forest” and is very nutritious, and since we have many female customers, it’s great for beauty and health as well.
--- Besides operational improvements, have there been any other changes after introducing the system?
Since customers now place their own orders, there are no more misheard orders, and order mistakes have decreased dramatically.
From what we feel, order errors have dropped to about one-fifth of what they were before introducing Respo Self-Order, and we’re now able to spend more time communicating with customers. Customers themselves seem to enjoy ordering on their smartphones, and an unexpected change after implementation was that Respo Self-Order became a conversation starter between customers and staff.
--- That’s something new! What kind of conversations are you having?
We’re having more conversations about the ingredients and the history of the restaurant. The time we used to spend taking orders has turned into more meaningful communication, and I feel that this has helped increase customer satisfaction.
We’re now in our 22nd year since opening. Originally, our company ran an apparel brand and then decided to branch out into the food and beverage business, and that’s how Usagi was born. After that, the current owner went independent, moved the location last year, and we reopened after renovations this March.
--- When people think of Usagi, they think of avocado, right?
When we first opened 22 years ago, avocados weren’t as well known as they are now, and we were quick to focus on them. The possibilities for avocado dishes are endless, and they taste great combined with all sorts of ingredients.
It’s also called “butter of the forest” and is very nutritious, and since we have many female customers, it’s great for beauty and health as well.
--- Besides operational improvements, have there been any other changes after introducing the system?
Since customers now place their own orders, there are no more misheard orders, and order mistakes have decreased dramatically.
From what we feel, order errors have dropped to about one-fifth of what they were before introducing Respo Self-Order, and we’re now able to spend more time communicating with customers. Customers themselves seem to enjoy ordering on their smartphones, and an unexpected change after implementation was that Respo Self-Order became a conversation starter between customers and staff.
--- That’s something new! What kind of conversations are you having?
We’re having more conversations about the ingredients and the history of the restaurant. The time we used to spend taking orders has turned into more meaningful communication, and I feel that this has helped increase customer satisfaction.
The speed from submitting a feature improvement request to seeing it implemented is fast.
––– We developed the automatic seat charge function based on your request; how are you finding it to use?
It’s extremely convenient, since the charge amount can differ from seat to seat. If we had to enter it ourselves, we might forget sometimes, so it’s been very helpful.
Also, you responded to the requests we shared within about a month, which really helped us.
––– Are there any other features you find convenient?
The receipt-issuing function.
Previously, we had to go through several steps before a receipt could be issued, but now it can be done with a single touch, which we really appreciate.
––– Lastly, Mr. Fujita, may I ask you: what are your future prospects or challenges you’d like to take on?
Not just in Shibuya, but I’d like to turn the second and third locations of our shop “Usagi” into a full-fledged brand. I don’t want us to stay small; I want us to keep evolving.
It’s extremely convenient, since the charge amount can differ from seat to seat. If we had to enter it ourselves, we might forget sometimes, so it’s been very helpful.
Also, you responded to the requests we shared within about a month, which really helped us.
––– Are there any other features you find convenient?
The receipt-issuing function.
Previously, we had to go through several steps before a receipt could be issued, but now it can be done with a single touch, which we really appreciate.
––– Lastly, Mr. Fujita, may I ask you: what are your future prospects or challenges you’d like to take on?
Not just in Shibuya, but I’d like to turn the second and third locations of our shop “Usagi” into a full-fledged brand. I don’t want us to stay small; I want us to keep evolving.
Store Information
Rabbit
Address: 2-14-15 Shibuya, Shibuya-ku, Sakurafleur Aoyama 1F
Phone number: Not disclosed
Store details:https://autoreserve.com/restaurants/BtPxbv3u6EdTiRKWw8wC
Phone number: Not disclosed
Store details:https://autoreserve.com/restaurants/BtPxbv3u6EdTiRKWw8wC
Please note that the information may be outdated due to price revisions or service updates.
