From its flagship location in the Northern Quarter to expansions on Peter Street in 2021 and Liverpool in 2024, Ezra & Gil has grown into a beloved brand with a reputation for consistency and quality, while staying true to its commitment to community and connection.
Meaning ‘Helper’ and ‘Happiness’ in Hebrew, the cafes thrive on interaction and energy. Something immediately evident at the original venue – a bustling, open space where customers can watch their coffee and food being made fresh. So when it came to rolling out the same level of customer experience across multiple locations, the team sought a seamless, reliable point-of-sale (POS) system to support their dynamic and interactive service model.
The need for an efficient ecosystem
Before implementing Square, Ezra & Gil faced several operational challenges. Previous POS systems were complex and not user-friendly, requiring time-consuming manual data entry and making it difficult to extract key performance insights. Staff found it cumbersome to navigate, and managers had to dig through data to find relevant reports.
There was a clear need for a POS solution that provided real-time insights, simplified transactions and allowed seamless communication between front and back of house. And so Ezra & Gil chose Square POS for restaurants, integrating a register, handheld terminals and a Kitchen Display System (KDS) to optimise its operations, creating an ecosystem that had an immediate and transformative impact:
Faster service and reduced wait times: With handheld Square Terminals, staff can take orders on-the-go. “Customers who have been waiting outside don’t have to queue again inside,” says Harper. “We can jump in and move orders faster, getting customers seated and served quicker.”
Seamless order management: The Square system’s clear and intuitive interface has improved order accuracy and eliminated confusion. Customers can see their orders instantly displayed, reducing errors and enhancing trust. “Transparency is huge for us. Everything is clear for the customer, saving us time on remakes and explanations. We also log our customer allergen checks with the till system and the customers like that,” Harper explains.
Enhanced staff experience: The easy-to-use interface also minimises training time, as Harper recalls: “This was the only till system that we put in place where everyone was happy with it. They were like, ‘it’s better’ and I was like, ‘wow, first time for everything!’. It’s sleeker, easier to understand and more straightforward.
Real-time data and insights: Square’s reporting dashboard provides instant access to sales data, helping managers track top-selling items and adjust operations accordingly. “I don’t have to dig for information. I can check sales every Sunday, and our managers use it throughout the week to monitor takings and top-selling items,” says Harper. “We can easily spot trends and understand what we need to push more.”
Simply multi-location management: Being able to toggle between sites quickly has been a game-changer. “The Square dashboard app means we can jump between the three sites very easily. That’s not always the case in the past. It also allows people who aren’t maybe here on a day-to-day basis to access data quickly.”
Maintaining excellence across multiple locations
Since implementing Square, Harper reports that Ezra & Gil has experienced significant operational improvements, from streamlining service to enhancing the customer experience across its multiple locations. One of the most notable benefits has been a 50% reduction in queue times. With Square terminal, staff can take orders on the move, dramatically improving service speed and table turnover. Customers are seated quicker and the overall dining flow has become far more efficient.
Square’s real-time data insights have transformed the way managers make decisions. From optimising rotas to cover busy periods to tracking best-selling menu items and managing inventory more effectively, having instant access to key performance metrics has made the business more agile and responsive.
Keeping customers and staff happy
Accuracy has also improved, thanks to the interactive order display system that minimises mistakes and enhances communication, ensuring every order is correct and customer expectations are met. As for staff satisfaction, the integration of Square’s tipping feature has proved popular.
“Customers are engaging with tipping better than we expected, and it’s boosting morale,” says Harper. “We’re a casual dining experience, not a high-end restaurant – there’s self-service element with customers paying at the till. So we weren’t naturally comfortable with implementing a service charge, but the tipping function has been massively beneficial to the staff.”
In addition, the shift to eco-friendly digital receipts – with the option to email or text receipts – is not only a convenient option for customers but also aligns with the business’s sustainability goals. And, by reducing paper waste, the group is taking another step toward a greener, more responsible way of operating.
This was the only till system that we put in place where everyone was happy with it. They were like, ‘it’s better’ and I was like, ‘wow, first time for everything!’. It’s sleeker, easier to understand and more straightforward. ”
Liz Harper → Operations manager at Ezra & Gil
Expanding operations with more Square tools
As the business expands, maintaining consistency across locations is a key focus. And with Square powering its operations, Ezra & Gil has streamlined service, improved efficiency and enhanced the customer experience. But they aren’t finished yet. The team is also exploring additional Square features, such as scheduling tools, to further optimise operations.
“I would like to see us open in more cities, with customers getting the same consistency every time. When someone walks into the Manchester branch, I want them to have the exact same experience as they would have in the Liverpool branch,” says Harper. “With Square, we’re confident in our ability to scale while keeping our service standards high.”
