Lou Malnati’s Pizzeria

Sally Glunz

Guest Loyalty Advocate

Building an Easier Ordering Experience

My catering experience taught me that customers value speed, simplicity and confidence when placing large orders. In catering, people are often ordering for groups, events or busy workdays, so the process needs to feel effortless and reliable. We need to build trust by following through with the correct items and timely delivery times.

We listened closely to customer feedback and found that many customers wanted streamlined catering packages designed for groups of 10 or 20. In response, we created easy-to-order bundles that simplify both the decision making and checkout process. By reducing the number of steps and clicks, we make ordering faster, more convenient and less stressful for our customers.

Bridging Catering Operations and Digital Ordering

One of the main challenges in linking catering with online ordering systems is balancing convenience with the complexity of large catering orders. Catering customers often have specific needs, including group sizes, delivery timing, dietary preferences and customized menu selections, which can make the online ordering process more complicated than standard restaurant orders.

Another challenge is creating an ordering experience that is both efficient and user-friendly. Customers want quick checkout processes, simple package options and the ability to easily reorder past purchases. At the same time, businesses need systems that accurately manage inventory, production timing and delivery logistics.

Clear communication is also critical. Even with streamlined online ordering, customers still value personalized support when planning larger orders. That is why having a dedicated customer service team available to assist with questions and guide customers through the process remains an important part of delivering a strong catering experience.

The Human Side of Operational Efficiency

We balance efficiency with personalization by combining streamlined online ordering with strong customer support. While our catering packages make the ordering process fast and simple, we also staff 10 full-time customer service representatives who are available to guide customers and help them order the perfect amount of food for their group or event.

This approach allows us to create a quick, seamless checkout experience while still providing the personal attention and support customers appreciate.

The Evolution of Catering E-Commerce

One of the biggest trends shaping catering and e-commerce today is the growing demand for convenience and personalization. Customers want fast, seamless ordering experiences that save them time while still meeting their specific needs.

We pay close attention to customer feedback and ordering trends so we can continue improving the experience. Features like saved order history, easy reordering and pre built packages help customers quickly repeat past purchases and expedite the online checkout process. By listening and learning from our customers, we’re able to adapt our offerings and make ordering catering more efficient and user-friendly.

The Value of Listening to Customers

My advice to professionals in hospitality and digital commerce is simple: take care of your customers and truly listen to their feedback. Understanding the customer journey is essential to creating a successful experience, both online and in person.

Customer feedback provides valuable insight into what is working, what can be improved and how to make the ordering process more seamless and enjoyable. Businesses that prioritize service, convenience and responsiveness are the ones that build long-term customer loyalty and continued growth.