In recent years, UK hospitality businesses have increasingly fallen victim to a troubling trend: dine and dash. According to ITV News, one-third of hospitality operators have been affected by this rising issue, which involves customers leaving a restaurant without paying their bill. For businesses that already operate on thin profit margins, this practice can have devastating financial consequences, as well as a demoralising impact on staff.
In this article, we’ll explore why dine and dash is on the rise and offer practical strategies that hospitality businesses can implement to reduce the risk of it happening at their venues.
What Is Dine & Dash?
Dine and dash, or “bilking,” is when customers consume food and drink at a restaurant and then leave without settling their bill. It’s a form of theft that has a wide range of consequences – from financial losses to the strain it places on both front-of-house and kitchen staff. It is illegal and can result in prosecution, but many incidents go unpunished due to the difficulty of gathering evidence or identifying the offenders.
Why Is Dine & Dash Becoming More Common?
Several factors have contributed to the rise of dine-and-dash incidents in the UK:
- Economic Pressures: With inflation driving up the cost of living and essentials like food, some customers may skip out on bills simply because they can’t afford to pay.
- Staff Shortages: Many hospitality venues are grappling with fewer staff, making it harder to monitor customers effectively, particularly during busy times.
- Rising Menu Prices: As the price of ingredients soars, restaurants are forced to increase their menu prices, leading to “sticker shock.” Customers may be tempted to leave without paying when faced with unexpectedly high bills.
- Social Influence: In some cases, the rise of social media has glamorised dining and dashing as a rebellious act, encouraging people to film or share these incidents for views or likes.
How Can Hospitality Businesses Prevent Dine & Dash?
While it may not be possible to completely eliminate the risk, there are a number of strategies UK hospitality businesses can implement to protect themselves from dine and dash incidents.
- Staff Training and Vigilance
Train staff to be observant and build rapport with customers. Encouraging small talk can help servers pick up on unusual or suspicious behaviour. Staff should be trained to regularly check on tables, especially during peak times, and notice if customers seem to be preparing to leave without paying.
- Strategic Floor Planning
The layout of your restaurant can serve as a natural deterrent to dine and dash. Position tables in well-lit areas that are easily visible to staff, and avoid placing customers too close to the exit. Having a host or hostess stationed near the entrance and exit can also discourage dashers by creating a barrier between them and a quick escape.
- Use Technology for Payment
Technology is one of the most effective ways to combat dine and dash. Equip staff with mobile point-of-sale (POS) devices to allow customers to pay at the table immediately after they finish their meal. Introducing QR code payment systems that let customers settle their bill from their phones can also reduce opportunities for them to leave without paying.
- Take Payments Upfront for Large Groups
Large parties are often responsible for dine-and-dash incidents due to the confusion of splitting bills or groups leaving at different times. Request a prepayment or deposit from large groups when they make a reservation, or ask for a card to be pre-authorised for bookings over a certain amount.
- Install CCTV and Signage
CCTV cameras placed strategically at entrances, exits, and key areas like the till or bar can act as a powerful deterrent. Be sure to include signage informing customers that CCTV is in use and that leaving without paying will be reported to the police. In addition to deterring theft, video footage provides valuable evidence if an incident does occur.
- Reservations and Deposits
Encourage reservations for busier periods and collect customer contact details. Not only does this allow for more accurate staffing levels, but it also gives you a record of the guests. You can request deposits for reservations on busy days or large bookings, ensuring that you at least recoup some of your costs should the group leave without paying.
- Fast and Efficient Service
One common cause of dine-and-dash incidents is slow service, especially when it comes to bringing the bill. Make sure your team is trained to generate bills quickly and process payments efficiently. Implement systems where bills can be prepared and ready to pay as soon as the customer is done.
- Document and Report Incidents
Despite all preventative measures, some customers may still manage to dine and dash. It’s important to document these incidents thoroughly, including the date, time, items ordered, and descriptions of the customers. If possible, check any CCTV footage. Report the incident to the authorities and keep a record in case the same individuals return.
Conclusion: Protecting Your Business from Dine & Dash
Dine and dash is a serious issue that can affect any hospitality business, particularly in an increasingly challenging economic environment. By implementing a mix of staff training, strategic layout planning, and embracing the right technology, you can reduce the chances of it happening at your venue. Ultimately, being proactive and vigilant is the best defence against losing hard-earned profits to dine and dash incidents.
Contact Capcon for advice and assistance to help your hospitality manage risk and boost profits.
