High Tech vs. High Touch: Finding Balance in the Restaurant Industry

In the race to embrace technology, can restaurants keep the magic of personal service alive? It’s the million-dollar question—and restaurant owners like Greg are living it every day.

Recently, we sat down with Greg, a restaurant owner who’s been in the game for 18 years. (Fun fact: He practically grew up in the business—his grandma opened their first spot back in 1963!) Greg’s seen it all, from juggling supply chains to running buffets and catering events. But his biggest challenge these days? Balancing tech that works with the high-touch service his guests expect.

Tech to the Rescue (Sometimes)

Greg’s a fan of his POS system, Toast. “It’s done a great job, and it’s really helped our operations,” he said. With handheld devices making it easier to check in guests and oversee operations, it’s streamlined a lot of the chaos. But like most tech, it’s not perfect. Greg finds some features clunky and others downright useless. “I just want the parts that work—skip the extras,” he said with a laugh. (Preach, Greg! Who has time for a thousand features they’ll never use?)

Have you faced similar challenges with tech in your restaurant? We’d love to hear how you’re navigating it—drop us a line and share your story!

Why High-Touch Service Still Matters

Despite being tech-savvy, Greg has strong feelings about where technology doesn’t belong. He’s used tabletop ordering devices in the past but doesn’t see them fitting into his current setup. “I’d only use it if it washes my dishes,” he joked. (Fair point. Can we all agree dishwashing robots should be priority #1?)

For Greg, the magic of dining out is in the personal touches. With an email list of 35,000 loyal guests, he understands the value of building real relationships. A friendly host, a server who remembers your order, a warm smile—those are the things that keep his customers coming back.

Tech’s Role in the Future

Greg’s story highlights the tightrope restaurants walk when adopting new tools. Technology can make life easier—when it works—but it’s no substitute for the magic of personal connection. Greg’s advice? Use what adds value, but don’t lose sight of the things that make dining special.

Your Turn: Share Your Story

What’s your take? Are you team tech or team tradition—or maybe somewhere in the middle? Let us know how you’re finding balance, and your restaurant could be featured in an upcoming blog. Together, we’ll keep shaping the future of dining.