My friends and I have a monthly lunch at a local pizza place that sells pie by the slice. When we arrived during the prime lunch hour (noon), there weren’t enough slices made to serve us. The clerk apologized by saying they had received a big order and the pizzas for in-person wouldn’t be ready for about 20 minutes.
Fortunately, it was a social lunch and we all had time to wait but it was another example of external orders taking precedence over those who want to be served in person. At other restaurants, orders on the app are made while people are forced to wait in line. Businesses answer calls instead of tending to those in front of them. Staff are dedicated to personal shopping or delivering drive-up orders instead of working at registers for those in the store.
If you opt to operate a multi-channel business, you need to provide the resources to serve each of those components separately. Giving priority to only one piece of the pie isn’t enough.
