How cool is it that you can make a restaurant reservation online? And you can see the menu online. And if you’re ordering out, you can place your order online, and even set the time when you want to come pick it up. It’s easy, painless and convenient. No waiting for someone to answer the phone, or finding out that someone misheard and screwed up the order. It’s wonderful. So why then should restaurants have phones anymore?
Gregory Ryan, 39, owns and operates two restaurants in California’s Santa Barbara County: Bell’s and Bar Le Côte. Neither of the restaurants has a phone line, a decision Mr. Ryan said was made because they have small teams. People reach Mr. Ryan and the restaurants through email and Instagram direct messages, which he said “are a good way to be able to connect and speak with people in very, very quick ways.” After being in the restaurant business for 15 years, Mr. Ryan said about 80 percent of phone calls are “typically a waste of time.” Continue reading
