What is “dine and dash”?
''Dine and dash" is a phrase used to describe the act of eating a meal at a restaurant and then leaving without paying the bill. It's essentially a form of theft that can have significant financial and emotional consequences for restaurant owners and staff. Given that the industry already operates on typically low profit margins, dining and dashing can seriously impact your business profitability.
How common is dine and dash?
Skipping the bill is shockingly common - a study by Barclaycard found that one in 20 people had walked out of a restaurant without paying. According to the report by ITV News, one-third of hospitality businesses in the UK have experienced dine and dash incidents, which indicates that it's a widespread issue affecting a significant portion of the restaurant industry. What's even more concerning is that nearly 30% of affected businesses have seen an increase in these incidents compared to the previous year.
Is dine and dash illegal?
Yes, dine and dash is illegal in Ireland and is considered a form of theft that can result in a fine and even imprisonment.
While it's a crime, pursuing legal action for dine and dash incidents can be challenging for restaurant owners, as it often requires substantial evidence like CCTV footage or eyewitness accounts. This is why preventative measures are so crucial in deterring this behaviour.
8 ways to prevent dine and dash in your restaurant
So, how can you stop this happening in your venue? Let’s dive into practical strategies you can implement to proactively prevent these incidents and protect your hard-earned profits:
1. Train your staff to be attentive
One of the most effective ways to prevent dine and dash is training your staff on building a relationship with your guests and being attentive and proactive. Small talk before ordering can not only establish a personal connection with guests but might tell your staff if someone acts in a suspicious and unusual way. Train them to regularly check on customers and by doing so, they might be able to deter those with ill intentions.
2. Take payment in advance
Taking payment at the point of ordering is common practice in many casual dining outlets but can offend customers if it’s not standard practice in your venue. If you have been facing an increase in dine and dash incidents, determining a policy can help you manage your guests’ expectations, for example, asking for pre-payment for orders over a certain value or based on number of guests.
3. Optimise your floor plan and seating
Think of your restaurant layout as your first line of defence against offenders. One of the small tweaks that can make a big difference is strategic seating - positioning your guests in well-lit areas and reducing blind spots, which will make it easier for your staff to monitor all tables. Equally, increasing the distance between the seating area and the exit will also make it more difficult for potential dashers to sneak out unnoticed.
4. Install security cameras
Installing surveillance cameras is another way to reduce the likelihood of dining and dashing incidents. Strategical placing - above the entrance, exit and cash registers will act as a powerful deterrent and provide valuable evidence in case of an incident. If CCTV isn't an option, consider subtle signage near exits reminding guests that leaving without paying is theft and will be prosecuted.
5. Hire a host/hostess
A warm welcome sets the tone for a positive dining experience and also helps you keep an eye on who's coming and going. Consider hiring a host/hostess stationed at the entrance of your venue - their presence might additionally deter potential dashers who won't want to risk acting if they're being watched or would need to pass by staff while leaving.
6. Take more bookings
Reservations systems require personal customer data - such as their name and contact information, making it easier to identify potential offenders. Reservations also let you understand the demand and help you plan your staffing accordingly, making sure you have enough staff on shift to serve every table with attention and care or enable you to take a deposit in advance which is then put towards the bill, making it less likely that guests will leave without paying.
7. Get the right tech
Investing in technology that speeds up the payment process isn't just about convenience and efficiency, but it can help protect yourself from theft - the right technology can be a powerful ally in preventing dine and dash incidents.
Hand-held POS devices
One way is to equip your servers with handheld POS devices, allowing the staff to accept the payment immediately when the guests request the bill, eliminating any waiting time and removing the opportunity to leave without paying.
Pay-at-table technology and QR code payments
Tableside payments are another immediate solution, decreasing the chances that guests or a group will skip out on the bill. In this method, payment is the last step before the order is confirmed and is being sent to the kitchen, meaning it must be paid upfront for guests to eat it.
8. Pre-authorise for large group bookings
For those bustling large group bookings, where individual tabs can get messy and increase the risk of unpaid bills, consider pre-authorising a credit card at the time of reservation - verifying that the card is real and has a predetermined amount of funds on it. In some cases, for example, during busy weekends or prime dates like bank holidays or Christmas, you may also choose to take a non-refundable deposit to further secure the booking and cover any potential losses in case of a no-show.
How to handle dine and dash?
Even with the best prevention strategies, the unfortunate reality is that dine and dash incidents may still happen. If that's the case and your restaurant becomes a victim of it, try to handle it calmly and effectively. Though it's absolutely natural to feel upset and angry, panicking or acting impulsively can only add to the situation, creating unnecessary chaos.
Stay calm and assess
First, double-check that the guests haven't simply stepped outside for a call or to smoke and if they genuinely seem to have vanished, take a deep breath and assess the situation. Ask the staff if they noticed anything unusual or if the guests mentioned anything about leaving.
Collect information
Collect as much information as possible about the customer, which might include asking other guests for their descriptions. If you have a booking system, CRM software or guest wi-fi, check to see if you know the guest or if they have dined with you before. If so, you'll be able to access their contact information and either contact them to follow up on payment or leave a note in your system to prevent a recurring problem with the same customer. If you have cameras, review the footage and look back to see if you recognise the guest.
Document everything
Keep a detailed record of the incident, including the date, time, table number, items ordered, amount owed, and any observations about the guests' behaviour. This information will be helpful for the police and any potential insurance claims.
Contact authorities
Once you're certain it was a deliberate dine and dash episode, contact the police and report the incident. Provide them with a detailed description of the individual who left without paying, their vehicle (if applicable), and any footage you have.
Do not chase the offenders
Never chase after guests or attempt to physically restrain them as this could escalate the situation and put you and your staff at risk.
How Access Hospitality can help you prevent dine and dash incidents
In this article, we’ve looked at the rising incidence of dine and dash reports and how they are impacting hospitality businesses, as well as some practical steps to reduce the incidences in your venue.
Proactive prevention of dine and dash incidents is crucial for protecting your restaurant's profits and maintaining a positive dining experience. While you can't stop every person who wants to steal from you, implementing a combination of strategies - like optimising your floor plan, training your staff, introducing pay-at-table technology and leveraging your CRM system, can significantly reduce the likelihood of such incidents and give you the peace of mind to focus on other aspects of your business.
Your EPoS system can be a key component in helping to reduce and manage incidents of dine and dash by providing better control over transactions and improving operational efficiency.
Here’s how your EPoS system can help:
In this article, we’ve looked at the rising incidence of dine and dash reports and how they are impacting hospitality businesses, as well as some practical steps to reduce the incidences in your venue.
Proactive prevention of dine and dash incidents is crucial for protecting your restaurant's profits and maintaining a positive dining experience. While you can't stop every person who wants to steal from you, implementing a combination of strategies - like optimising your floor plan, training your staff, introducing pay-at-table technology and leveraging your CRM system, can significantly reduce the likelihood of such incidents and give you the peace of mind to focus on other aspects of your business.
Your EPoS system can be a key component in helping to reduce and manage incidents of dine and dash by providing better control over transactions and improving operational efficiency.
Here’s how your EPoS system can help:
- Real-time table tracking means every table has a server allocated to help track where each table is up to.
- Mobile payments can make it easier and more convenient for guests to pay, minimising the risk that they will leave without paying.
- Self-service ordering such as order and pay at table and kiosk can help busy casual dining outlets or QSR.
- Make it easier to generate bills quickly, so your customers aren’t left waiting and are more likely to settle up rather than growing impatient and leaving without paying.
- Identify patterns through data analysis, such as which times, locations or servers are more prone to dine and dash incidents.