How Legacy Delivery Restaurants Can Compete with UberEats and DoorDash

Pizza joints and Chinese takeout spots set the standard for restaurant delivery for decades. But in today’s world of UberEats and DoorDash, customer expectations have changed.

Convenience is king and legacy delivery restaurants that don’t evolve risk losing business to third-party platforms that promise instant gratification. The challenge isn’t just speed – it’s about creating a seamless experience that keeps customers ordering directly from your business instead of a middleman that takes a hefty cut.

Legacy restaurants can still thrive in this new landscape by modernizing their delivery operations without sacrificing their core identity.

These restaurants can remain competitive and outperform third-party services by improving their ordering systems, refining delivery logistics, and enhancing customer communication.  Here’s how to do it.

Upgrade your ordering system without losing the personal touch

Many legacy restaurants still rely on phone orders, which can create bottlenecks during peak hours. While keeping a human element is important, integrating online and mobile ordering options is essential.

A user-friendly website or app allows customers to place orders quickly without waiting on hold. At the same time, offering text or chat support ensures those who prefer human interaction can still get assistance.

Accuracy is another crucial factor. When moving to digital, ensure your system integrates with your kitchen’s workflow to reduce mistakes. A well-designed online menu with clear customization options minimizes order errors and frustration. If your system relies heavily on manual entry, invest in a POS system that streamlines in-house and delivery orders to keep everything running smoothly.

Take control of your delivery logistics

One of the biggest advantages third-party apps have is an extensive network of drivers. While outsourcing to gig workers can be tempting, relying on external drivers means losing control over the guest experience.

Instead, focus on refining your own delivery operations.

First, evaluate your delivery range. Many legacy restaurants try to cover too large an area, leading to delayed deliveries and frustrated customers.

Tightening your delivery radius ensures food arrives fresh and on time. If expanding your in-house fleet is too costly, consider using hybrid options—partner with a trusted local courier service for overflow orders rather than defaulting to apps that charge high commissions.

Speed and efficiency are key, but so is packaging. If a meal arrives cold or in disarray, customers won’t return. Invest in insulated bags and tamper-proof seals to maintain food integrity. Drivers should be trained not just on speed but on proper handling—no one wants their order shaken up en route.

Make communication your competitive edge

One area where legacy restaurants can outshine third-party apps is direct customer communication. When diners order from a delivery app, they become the app’s customer—not yours. Regaining that direct connection builds loyalty and improves the guest experience.

Providing real-time order updates via text or email reassures customers their food is on the way. Simple notifications like “Your order is being prepared” and “Your driver is on their way” go a long way in reducing frustration and unnecessary calls to check on status.

If an issue arises, personalized customer service can turn a bad experience into a positive one. Unlike third-party apps, where customers often struggle to reach real support, your team can quickly address concerns. A designated customer service line for delivery-related inquiries ensures fast resolutions and keeps customers returning.

Encourage direct orders with incentives

Competing with delivery apps means giving customers a reason to order directly from you. One of the biggest reasons diners choose third-party services is convenience – but if they realize they’re paying inflated prices, they may rethink their decision.

Offering exclusive deals for direct orders can shift customer behavior.

Free delivery on large orders, small discounts, or bundled meal deals can entice customers to skip the app and come to you instead. A simple loyalty program – where customers earn rewards for ordering directly – helps build repeat business without relying on third-party commissions.

Delivery success is in the details

Legacy delivery restaurants already have the foundation for success – they must refine the experience to meet modern expectations.

By upgrading ordering options, optimizing delivery logistics, enhancing communication, and incentivizing direct orders, these businesses can not only survive but thrive in the age of UberEats and DoorDash.

The key is controlling what third-party apps can’t: the personal touch, consistency, and direct guest relationship that keeps customers returning.