Mike Litman
10 Lessons from First Order London
A TALK BY MIKE LITMAN

What Should I Order?

Michelin sends inspectors. We send a phone call.

The Numbers
60
Restaurants
26
Neighbourhoods
£20
Total Cost
01
Lesson 01

Independent restaurants answer. Famous ones don't.

85% of big-name restaurants hit IVR or voicemail. The indie spots pick up. The places you actually want to hear from are the ones that answer.

85% IVR/Voicemail Indie Venues Answer Target Independents
02
Lesson 02

The dish name is the review

No stars. No paragraphs. The conviction in someone's voice when they name their best dish tells you everything. Every guide tells you where to eat. None tell you what to order.

One Dish The Gap Voice as Review

"I would recommend the adana. Definitely the adana."

Mangal 1, Dalston

03
Lesson 03

One question gets better answers than two

v1 asked for 2-3 dishes with follow-ups. Low completion rate. v2: one question, one dish, 30 seconds. The constraint is the design decision.

One Question 30 Seconds Guinndex-Inspired
04
Lesson 04

Twenty pounds bought 60 restaurant recommendations

The entire dataset cost less than a meal at most restaurants in it. No journalists, no PR agencies, no forms. Just API calls.

£20 Total 60 Restaurants 26 Neighbourhoods
05
Lesson 05

OpenStreetMap is the best free restaurant database nobody uses

One Overpass API query returned 2,993 London restaurants with phone numbers in 30 seconds. Every directory scraping approach was blocked. The open data was free and better.

2,993 Venues 30 Seconds Open Data

"The cornbread. That is like a signature starter."

Caravan Exmouth Market

06
Lesson 06

The agent needs a cover story

Without context, people think it's a scam. 'I'm putting together a free food guide' reduced hangups immediately. Cafe Cecilia's staff initially thought it was a scam but answered anyway.

Cover Story Reduced Hangups Trust
07
Lesson 07

3pm is when restaurants actually talk to you

Between lunch and dinner service, someone is near the phone with nothing urgent. Timing matters more than the script.

3pm Sweet Spot Timing > Script
08
Lesson 08

Audio of the call is more compelling than any written review

Hearing a Turkish grill owner say 'Definitely the adana' with genuine pride hits differently than reading it. The actual recordings are on the site. The medium is the message.

Audio on Site Voice = Conviction
09
Lesson 09

The venues you've never heard of give the best answers

Sun Kitchen in Hackney: 'If you like charcoal, you can order lamb ribs. Definitely the lamb ribs.' No algorithm surfaces this. The person who answered is the source.

Indie > Famous Human Source
10
Lesson 10

The IVR is the review

Hawksmoor's 60-second runaround through hold music tells you how they treat spontaneous callers. A restaurant that picks up in 3 seconds and says 'yeah, the adana' tells you something too.

Phone = Signal IVR as Data

"If you like charcoal, you can order lamb ribs. Definitely the lamb ribs."

Sun Kitchen, Hackney

Every guide sends a critic. We called the chef.

Mike Litman

Thank you.

mikelitman.me · hello@mikelitman.me

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