Handling Customization Requests Automatically

"No onion, extra spicy, separate gravy, roti instead of rice."

In Surat's restaurant scene, every other order has a customization request. And handling each one manually—typing it, communicating it to the kitchen, confirming it with the customer—takes time you don't have during rush hour.

The Customization Challenge

• **60% of orders** in Indian restaurants include at least one customization
• **Each customization** takes 1-2 minutes to process manually
• **Peak hours:** 12-2 PM and 8-10 PM, customization errors spike 40%
• **Customer retention:** Restaurants that get customizations right retain 30% more customers

How Automated Customization Works

Customer Experience: Customer messages: "1 paneer butter masala, no onion, extra spicy, 4 roti"

**System processes:** ✅ Paneer Butter Masala — No onion, Extra spicy 🫓 4 Roti 📋 Total: ₹[X] ⏱️ ETA: 35 minutes

"Shall I confirm this order?"

In the Kitchen: The order appears on the kitchen display with customizations highlighted in a different color. No miscommunication. No forgotten instructions.

4 Ways to Handle Customizations

1. Menu Item Modifiers Set up each dish with common modifications (spice level, no onion/garlic, etc.)

2. Special Instructions Field Free-text field that gets appended to the order ticket

3. Allergy Flags Automatically highlight allergy-related modifications for kitchen safety

4. Upsell Suggestions "No onion? How about our onion-free version of [dish]?" — Suggest alternatives automatically

Your Next Steps

1. List your top 10 dishes and their most common modifications 2. Calculate how many customization errors cost you last month 3. Talk to us about order customization automation