Case Study: The Loyalist boosts profits and tips with Toast first-party online ordering

How The Loyalist Embraced First-Party Ordering and Kept the Charcuterie Coming

The Loyalist Market is a cut‑to‑order artisan cheese and charcuterie shop and restaurant in Matthews, NC, owned by Chris Sottile. When COVID‑19 disrupted in‑person dining, Sottile faced the challenge of sustaining revenue while avoiding high third‑party commission fees and adapting operations to heavier takeout and delivery demand.

He implemented Toast’s first‑party online ordering alongside existing third‑party channels, moved best‑selling items to the direct menu, updated his website, and promoted direct orders. The change boosted efficiency, freed up staff time, raised average tips, and quickly paid for itself—improving profitability and giving the business better customer insights to guide future ordering and retention.

The Loyalist

Chris Sottile

Owner