About the Episode Jennifer Ryan, the Co-founder and CEO of Croux and Blueroot, shares her journey in the tech and hospitality industry. She started as a server in New York, then went into finance and real estate before launching a healthy food restaurant in Alabama. During the pandemic, she faced challenges in the restaurant industry and realized the importance of listening to customer feedback and focusing on what truly moves the needle. She then co-founded Croux, a platform that connects trusted talent with understaffed businesses in the hospitality industry. Croux is a platform that provides flexible work opportunities for individuals in the hospitality industry while helping businesses fill staffing gaps. The mission is to economically empower communities, starting with individuals and local businesses. The platform offers benefits, tax support, flexible schedules, and fast payment to support workers. It also helps businesses retain their core staff by providing additional support and extra hands when needed. Croux focuses on the event space and works with businesses that are mission-aligned. The company is experiencing growth in existing markets, expanding to new markets, and developing new technology features. Takeaways Listening to customer feedback and focusing on what truly moves the needle is crucial for success in the restaurant industry.Iterating and evolving quickly is essential for survival and growth in the hospitality industry.Being open to feedback and willing to make changes based on customer needs can lead to unexpected success.Starting a tech company like Croux can be a way to address industry challenges and support businesses in the hospitality sector.Techstars can provide valuable support and resources for entrepreneurs in the tech industry. Croux provides flexible work opportunities for individuals in the hospitality industry and helps businesses fill staffing gaps.The platform focuses on economically empowering communities, starting with individuals and local businesses.Croux offers benefits, tax support, flexible schedules, and fast payment to support workers.The platform helps businesses retain their core staff by providing additional support and extra hands when needed.Croux is experiencing growth in existing markets, expanding to new markets, and developing new technology features. Timestamps: 00:00 Introduction and the Importance of Croux in the Hospitality Industry 03:03 Challenges and Listening to Customer Feedback in the Restaurant Industry 08:48 The Journey from Restaurant Owner to Tech Founder 13:06 The Role of Iteration and Evolution in the Hospitality Sector 24:09 Techstars: Empowering Entrepreneurs in the Tech Industry 26:59 Balancing Staffing Needs and Business Viability 28:27 The Challenge of Low Wages and Thin Margins 29:24 Economically Empowering Communities Through Croux 31:14 Onboarding and Using the Croux Platform 34:35 Roles and Opportunities on Croux 36:27 Utilizing Croux in the Event Space 38:43 Retaining Core Staff and Filling Staffing Gaps 43:57 Growing and Expanding Croux

About the Episode Marcus Viscidi, VP of Enterprise Sales at Informa Connect, discusses the trends and challenges in the food service industry, particularly in relation to trade shows and conferences. He highlights the importance of technology in streamlining operations and improving customer experiences. Viscidi also mentions the rise of plant-based options and sustainability as key trends in the industry. He emphasizes the need for experienced and well-capitalized operators in the restaurant business and discusses the importance of addressing food waste and reducing single-use plastic. The conversation covers topics such as plastic waste in the restaurant industry, trends in the post-COVID landscape, and trade shows in the food service industry. The main themes are sustainability, industry trends, and trade shows. Takeaways Technology plays a crucial role in streamlining operations and improving customer experiences in the food service industry.The rise of plant-based options and sustainability are important trends in the industry.Experienced and well-capitalized operators are more likely to succeed in the restaurant business.Addressing food waste and reducing single-use plastic are key sustainability challenges in the industry. Plastic waste is a significant issue in the restaurant industry, with approximately 30% of food purchased in restaurants going to waste.Restaurants are exploring ways to reduce waste and optimize their ordering to minimize food waste.The post-COVID landscape has seen a shift towards convenience and experience as key factors for consumers.Alcohol consumption among Gen Z is decreasing, which may impact full-service restaurants that rely on alcohol sales.Trade shows, such as the National Restaurant Association show, provide valuable opportunities for networking, learning, and staying updated on industry trends. Timestamps 00:00 Introduction and Background 07:55 Trends in the Restaurant Space 12:39 The Future of Technology in the Restaurant Industry 22:01 The Impact of Changing Alcohol Consumption Habits

About the Episode Jim Taylor, founder and CEO of Benchmark Sixty Restaurant Services, shares his journey in the restaurant industry and the lessons he has learned along the way. He emphasizes the importance of people and data in the industry and how they can drive success. Jim also discusses the services provided by Benchmark Sixty, including improving productivity and addressing cost of goods sold (COGS) in restaurants. He encourages collaboration and staying on top of industry insights to drive innovation and growth. Takeaways The restaurant industry is all about people, and retaining and protecting employees is crucial for success.Understanding and managing data and information is essential for improving productivity and making informed decisions.Benchmarking against oneself is more valuable than comparing to others, as each restaurant has unique factors that affect performance.Addressing workload and preventing burnout is key to reducing staff turnover and improving employee satisfaction.Collaboration and sharing insights within the industry can lead to innovation and growth. Timestamps 00:00 Introduction 01:19 Early Career in the Restaurant Industry 03:41 Lessons Learned in Restaurant Management 06:50 Founding Benchmark Sixty Restaurant Services 08:21 Benchmark Sixty’s Lane and Focus 10:33 Improving Productivity in Restaurants 12:36 Process of Working with Restaurants 16:26 Addressing Staff Turnover in the Restaurant Industry 21:39 Client Success Story 24:46 Dealing against the External Factors for the Restaurants 26:41 Facing the Challenge of P&L, Data, and Reporting 27:59 How To Reach Benchmark Sixty 29:31 How Benchmark Sixty Stayed on Top of Trends and Insights 30:24 Helping Restaurants with COGS 31:47 Future Plans for Benchmark Sixty 33:17 Advice for the Restaurant Industry

About the Episode Bradley Bloch, CEO of Factura.ai, discusses the journey of building an AP automation software specifically designed for multi-unit businesses in the restaurant industry. He shares his transition from private equity to the food world and how the idea for Factura.ai came about. The software aims to simplify and streamline the accounts payable process, providing time savings, visibility, data storage, and controls for businesses. Bradley highlights the success stories and benefits of implementing Factura.ai, including increased productivity, improved efficiency, and better analysis capabilities. He also addresses the challenge of handling item variations in the system. Bradley Bloch discusses the process of working together and the importance of efficient inventory systems. He explains the onboarding process for Factura.ai and how it integrates with accounting and inventory systems. Bradley also highlights the benefits of Factura.ai in terms of saving trees and shares his insights on the future of technology in the restaurant industry. He concludes by offering advice to entrepreneurs and discussing the future plans for Factura.ai. Takeaways Factura.ai is an AP automation software designed for multi-unit businesses in the restaurant industry.The software simplifies the accounts payable process, providing time savings, visibility, data storage, and controls.Implementing Factura.ai can lead to increased productivity, improved efficiency, and better analysis capabilities.Handling item variations in the system requires integration with an inventory system. Efficient inventory systems are crucial for streamlining operations and reducing complexity in the restaurant industry.The onboarding process for Factura.ai involves integrating with existing accounting and inventory systems.Factura.ai helps businesses save trees by eliminating the need for paper invoices and streamlining the approval process.The future of technology in the restaurant industry includes robotics, automation, and enhanced data extraction capabilities. Timestamps 00:00 Introduction 01:00 Overview of Factura 13:30 Building Trust, Value, and Product 15:10 Success Stories and Wins After Implementing Factura 20:49 Handling Challenges of Item Variations 23:28 Walkthrough on How Factura’s System Work 27:54 Single Venue and Multi-Unit Location 29:41 Saving Trees! 31:30 Future Trend for Tech and Restaurant Industry 34:45 Post Covid Accelerated the Adoption of the Tech Restaurant Industry 35:43 Advice to Entrepreneurs 39:08 What’s Next for Factura

About the Episode Bite is a self-service software company that specializes in kiosk ordering for restaurants. Their goal is to enhance and elevate hospitality by providing a guest-centric experience. Kiosks offer benefits such as reduced wait times, personalized recommendations, and the ability to switch languages. While the COVID-19 pandemic initially slowed down the adoption of kiosks, they are expected to become a standard feature in fast-casual and quick-service restaurants. Menu engineering is an important aspect of kiosk ordering, allowing for dynamic placement of items and personalized suggestions. The future of digital ordering includes advancements in personalization, loyalty programs, and revenue management. Takeaways Kiosk ordering offers benefits such as reduced wait times and personalized recommendations.Kiosks are expected to become a standard feature in fast-casual and quick-service restaurants.Menu engineering is an important aspect of kiosk ordering, allowing for dynamic placement of items and personalized suggestions.The future of digital ordering includes advancements in personalization, loyalty programs, and revenue management. Timestamps 00:00 Introduction and Background 01:20 What is Bite? 02:40 Brandon's Background in Hospitality 05:17 Experience at Resy 10:10 Joining Bite 13:05 Challenges and Solutions for Bite 18:30 Pushback and Benefits of Kiosks 20:48 The Evolution of Digital Ordering 23:07 Facial Recognition and Personalization 25:33 Customer Journey and Success Stories 29:44 Menu Engineering and Dynamic Pricing 34:36 The Future of Bite and Automation 36:27 Advice for Entrepreneurs in Hospitality Tech

About the Episode Danny Klein, Editorial Director at QSR and FSR magazines, shares his journey to becoming the Editorial Director and discusses the evolution of the restaurant industry. He highlights the growth of fast-casual restaurants after the recession and the emergence of fast-casual 2.0 brands. He also discusses the impact of the COVID-19 pandemic on the industry and the challenges faced by restaurants. Danny shares insights from his interview with Andrew Cathy, CEO of Chick-fil-A, and emphasizes the importance of caring for people in the hospitality industry. The conversation explores the impact of COVID-19 on the restaurant industry, with a focus on quick-service restaurants (QSRs) and full-service restaurants (FSRs). It discusses how QSRs were able to secure capital and recover quickly due to their ability to adapt to delivery, curbside pickup, and drive-thru services. In contrast, FSRs and independent restaurants faced more challenges and are still struggling to recover. The conversation also touches on the importance of independent restaurants in creating vibrant and unique dining experiences in cities. In terms of technology trends, the discussion highlights the adoption of handheld devices, pay-at-the-table kiosks, and kitchen display systems in FSRs. It also mentions the use of robotics in QSRs, although these technologies are still in the early stages of implementation. Takeaways: The restaurant industry has evolved significantly, with the growth of fast-casual restaurants and the emergence of fast-casual 2.0 brands.The COVID-19 pandemic has had a profound impact on the industry, forcing restaurants to adapt to new regulations and challenges.Interviewing Andrew Cathy, CEO of Chick-fil-A, highlighted the importance of caring for people in the hospitality industry.The restaurant industry is filled with passionate individuals who are dedicated to providing exceptional experiences for their guests. QSRs were able to recover quickly from the impact of COVID-19 due to their ability to adapt to delivery, curbside pickup, and drive-thru services.FSRs and independent restaurants faced more challenges and are still struggling to recover.Independent restaurants play a crucial role in creating unique and vibrant dining experiences in cities.Technology trends in the restaurant industry include the adoption of handheld devices, pay-at-the-table kiosks, and kitchen display systems in FSRs.QSRs are exploring the use of robotics, although these technologies are still in the early stages of implementation. Timestamps 00:00 Introduction and Background 09:26 The Passion and Love for the Hospitality Industry 22:27 The Evolution of the Restaurant Industry 25:24 The Impact of the COVID-19 Pandemic 26:51 The Impact of COVID-19 on the Restaurant Industry 31:00 The Shift in Consumer Behavior and the Definition of Value 37:17 Challenges Faced by Independent Restaurants 42:16 Technology Trends in Full-Service Restaurants 47:29 The Adoption of Technology in Quick-Service Restaurants

About the Episode OOMI Digital Kitchen is a digital food hall based in Dallas, Texas, that focuses on making great food and specializes in delivery and carryout. The founder, Marcus Pinero, shares his background in the restaurant industry and the inspiration behind creating a digital food hall. The concept of OOmi Digital Kitchen involves operating multiple brands out of one central kitchen, with a focus on cross-utilizing ingredients and providing a diverse menu. The customer journey includes both in-person grab-and-go and online ordering experiences. The use of technology, such as Ovation and Empowered Delivery, has been instrumental in improving communication with customers and ensuring the quality of food during delivery. The future plans for OOMI Digital Kitchen include expanding its brand presence and continuing to prioritize great food and customer satisfaction. Takeaways: Delivery is a crucial component for digital food halls to succeed.Operating multiple brands out of one central kitchen allows for cross-utilization of ingredients and a diverse menu.Effective communication with customers is key, and leveraging technology tools like Ovation can help gather feedback and address any issues.Testing food quality during delivery is essential to ensure a great customer experience.Future plans for Oomi Digital Kitchen include brand expansion and a focus on maintaining high-quality food and customer satisfaction. Timestamps: 00:00: Introduction and Importance of Delivery 02:56: Background and Inspiration for OOMI Digital Kitchen 08:14: Brands and Concept of OOMI Digital Kitchen 12:58: Customer Journey: In-Person Grab and Go 14:26: Customer Journey: Online Ordering 16:22: Advantages of Going Digital 26:55: Lessons Learned and Importance of Communication 31:09: Delivery Challenges and Testing Food Quality 35:06: Future Plans for OOMI Digital Kitchen 36:34: Where to Find OOMI Digital Kitchen

About the Episode In this episode, Angelo Esposito interviews Jason Brooks, a hospitality professional with over 30 years of experience. They discuss various topics related to the restaurant industry, including getting into the business, lessons learned from top brands, actionable tips for restaurant operators, and the importance of coaching as a leadership trait. They also touch on the challenges of talent acquisition and market realities, creating self-sustaining systems in restaurants, and closing the gap between customer expectations and operator execution. Jason shares his inspiration for writing his book, 'Every Leader Needs Followers,' which aims to transform restaurant managers into hospitality leaders. Takeaways The first emotion every human being experiences is tied to food.Training and orientation should focus on creating an owner-like orientation and giving a big picture view of the business.Delegation should be done strategically, considering the admin level and priority of tasks.Soft skills are crucial in the restaurant industry, and managers should focus on building a people-centric culture.Aligning customer expectations and operator execution is essential for driving sales and customer satisfaction. Timestamps: 00:00: Introduction and Background 01:26: Getting into the Restaurant Business 06:05: Lessons Learned from Top Restaurant Brands 07:26: Actionable Tips for Restaurant Operators 09:50: Improving Orientation and Training 10:44: Creating Many GMs through Delegation 12:39: The Importance of Coaching as a Leadership Trait 15:28: Balancing Talent Acquisition and Market Realities 19:42: Developing Self-Sustaining Systems in Restaurants 20:40: Regression in Managers' Soft Skills 30:09: Aligning Customer Expectations and Operator Execution 42:04: Inspiration for Writing the Book

About the Episode In this episode, Angelo Esposito interviews Alessandro Biggi, the founder of Avo, a destination for seasonal nourishing and uniquely crafted salads and bowls. Alessandro shares the inspiration behind Avo and how the concept evolved to focus on healthy and filling meals. He discusses the challenges and learnings of starting a restaurant without prior experience in the industry. Alessandro emphasizes the importance of simplicity and convenience in the menu and customer experience. He also highlights the significance of building a strong internal culture and investing in training for employees. Alessandro provides insights into the criteria for opening new Avo locations and offers advice for aspiring food entrepreneurs. Takeaways: Customer craves simplicity and convenience in the menu and customer experience. Building a strong internal culture and investing in training are crucial for success in the restaurant industry. Balancing the original vision with customer feedback is essential for growth and adaptation. Financial management and forecasting are key aspects of running a successful restaurant business. Timestamps: 00:00 Introduction and Background of Avo 03:22 The Inspiration Behind Avo 05:14 Opening the First Avo Location 06:36 Challenges and Learnings in the Restaurant Industry 09:48 Balancing Vision and Customer Feedback 11:42 Avo Menu and Customer Favorites 13:05 The Difference in Food Culture between Italy and the US 15:27 The Vision for Avo's Future 20:12 Importance of Financial Management in the Restaurant Industry 23:27 Key Nuggets of Advice for Food Ventures 28:38 Criteria for Opening New Avo Locations 31:01 Advice for Starting a Food Venture 32:29 Connect with Avo

About the Episode PathSpot is a comprehensive health and safety operation system for the food service industry. Their flagship product is a hand scanner that detects invisible contaminants on hands after washing. PathSpot aims to optimize safety, reduce waste, and improve employee satisfaction. They have gained traction by focusing on customer feedback and building a scalable supply chain. The labor optimizations and data-driven insights provided by PathSpot have resulted in significant ROI for their clients. The company plans to expand internationally and empower consumers and employees to make decisions based on data. Christine Schindler, Co-Founder and CEO of PathSpot, encourages entrepreneurs to embrace the challenges and impact they can make. Takeaways PathSpot is a comprehensive health and safety operation system for the food service industry.Their flagship product is a hand scanner that detects invisible contaminants on hands after washing.PathSpot focuses on customer feedback and building a scalable supply chain to gain traction.The labor optimizations and data-driven insights provided by PathSpot result in significant ROI for clients.PathSpot plans to expand internationally and empower consumers and employees to make decisions based on data. Timestamps: 00:00 Introduction to PathSpot and their flagship product 02:48 Christine's journey from Biomedical Engineering to Co-Founding PathSpot 06:03 The problem PathSpot solves and their comprehensive health and safety operation system 09:46 The early days of PathSpot and how they gained traction 12:54 The ideal customer profile for PathSpot 15:11 The customer journey and how PathSpot works with clients 19:30 Wins and KPIs for restaurant clients 24:39 Future plans for PathSpot 27:21 Advice for entrepreneurs and those transitioning from the medical field 31:16 Plugs and contact information

Episode Notes Amid the pandemic, Charlie Eblen boldly initiated Single Tree Wood Fire BBQ, showcasing his entrepreneurial spirit. The name 'Singletree' was chosen to commemorate his grandfather, a multifaceted individual: a 27-year Army veteran, an attorney, a federal judge, and a leader in both the Four-H Club and the Masons. For Eblen, 'Singletree' not only honors his grandfather's legacy of service and leadership but also captures the essence of the farm that played a pivotal role in his personal growth. He also discusses the challenges of starting a restaurant from the ground up and underscores the importance of establishing a solid reputation through quality and hospitality. Charlie also highlights the significance of storytelling and leveraging social media to engage with customers and expand the brand. He shares insightful lessons learned and underscores the transformative role of technology in the hospitality sector. Additionally, Charlie Eblen shares his journey of building a brand and impacting the community. Charlie and his team at Singletree Barbecue support the community through initiatives like can drive for homeless children and a nonprofit organization that prevents veteran suicide. They also prioritize youth sports and believe in the power of coaches and discipline in shaping a person's character. Charlie emphasizes the importance of telling your story and advises that everything you do is content. He encourages authenticity and shares practical tips for overcoming video editing challenges. Ultimately, Charlie's goal is to make his family proud and create a positive impact on the community. Takeaways: Focus on building a strong reputation by delivering high-quality products and exceptional hospitality.Tell your story and use social media to connect with customers and grow your brand.Embrace technology and leverage its power to improve operations and enhance the guest experience.Be prepared to work hard and make sacrifices as an entrepreneur, but stay committed to your vision and goals. Building a brand should be driven by a desire to make a positive impact on the community.Supporting the community can take various forms, such as organizing can drives for homeless children and preventing veteran suicide.Youth sports and the right coaches can play a significant role in shaping a person's character.Telling your story is essential, and everything you do can be turned into content.Authenticity is key in content creation, and it's okay if your videos are not perfect.Prioritize personal success by focusing on what truly matters, such as family and making a positive impact on the community. Timestamps: 00:00 - Introduction and Background 04:10 - Job loss led to entrepreneurial realization in crisis. 09:49 - Juggling multiple business tasks, learning new challenges. 10:42 - Learning the challenges of opening a business. 14:54 - Navigating sales targets with a focus on quality. 18:41 - Driven by passion for hospitality and barbecue. 22:11 - Keeping up with family on social media. 23:10 - Embracing social media improved hospitality industry outreach. 29:18 - First weekend away, son's baseball tournament stress. 31:35 - Admiration for impact on veteran and local community. 36:33 - Supporting veterans, aiding their transition, fundraising events. 37:41 - Choosing impactful coaches for kids' sports is important. 42:43 - Switching mentality, finding joy in family time. 46:34 - Expresses appreciation for toast and marketing collaboration. 47:46 - Closing Remarks

About the Episode In this conversation, Angelo interviews Jordan Huck, CEO of Notch, a technology platform that specializes in automating accounts payable and accounts receivable for the food service industry. They explore the inspiration behind Notch, detail the customer onboarding process, and highlight the advantages for restaurants managing multiple suppliers. Jordan shares both success stories and lessons from his entrepreneurial journey. Additionally, they discuss Notch's partnership with WISK and direct listeners to where they can find more information about Notch. Furthermore, Jordan Huck, CEO of Notch Financial, talks about the company's strategy for engaging with the industry and its commitment to providing valuable content. He stresses their obsession with customer service and their goal to exceed customer expectations. Jordan also addresses how they tackle challenges and the value they strive to deliver to restaurants. The conversation wraps up with a discussion on hosting a webinar and exploring potential partnership opportunities. Takeaways: Notch is a technology platform that offers accounts payable and accounts receivable automation for the food service industry. - Notch is ideal for restaurants with multiple suppliers and fragmented supply chains. - The onboarding process for Notch is quick and easy, with customers able to start using the product within a day. - Notch has seen success in helping restaurants streamline their invoicing processes and reduce manual work. - The partnership between Notch and WISK aims to provide customers with a comprehensive solution for managing inventory and accounts payable. Notch Financial focuses on creating helpful content for the industry. - The company is obsessed with providing exceptional customer service. - They pride themselves on their ability to respond to challenges effectively. - Notch Financial aims to provide value to restaurants through webinars and partnerships. Timestamps: Timestamps: 00:00: Introduction and Overview of Notch 03:29: Inspiration and Origin of Notch 06:55: Early Days and Testing at Notch 08:51: Ideal Customers for Notch 10:26: Benefits of Notch for Restaurants with Multiple Suppliers 13:01: Onboarding Process for Notch 16:47: Success Stories with Notch 18:55: Cultivating Culture at Notch 21:23: Lessons Learned as an Entrepreneur 29:28: The Partnership Between Notch and WISK 32:51: Conclusion and How to Connect with Notch

About the Episode Seth Cohen, President and Co-founder of Sweetfin, shares the story of how the Premium Poke concept was created and grew to 20 locations. He discusses the challenges of opening the first location, the importance of having a strong team and company mission, and the incorporation of customer feedback. Cohen also shares his future plans for expanding Sweetfin and offers advice for aspiring entrepreneurs. Takeaways: Building a strong team with the right personalities and skills is crucial for success.Consistency, strong standard operating procedures, and attention to detail are important for maintaining a strong brand.Incorporating customer feedback and continuously improving is essential for growth.Having a clear company mission and values helps guide decision-making and maintain focus.Raising more funds than initially planned and being prepared for unexpected challenges is important when starting a business.Being innovative and taking risks can help a business stand out in a competitive market. Timestamps: 00:00: Introduction and Overview 01:17: The Story of Sweetfin 04:33: Opening the First Location 09:22: Challenges and Lessons Learned 15:30: Expanding to Multiple Locations 19:43: Developing the Menu 23:16: Building a Strong Team 27:30: Incorporating Customer Feedback 29:11: Future Plans and Expansion 29:55: Advice for Aspiring Entrepreneurs 31:54: Conclusion

About this Episode: Zack Oates, Founder and CEO of Ovation, discusses the importance of human connection in the hospitality industry. He introduces Ovation, a platform that helps restaurants collect feedback from guests and improve their operations. Zack shares his journey to Ovation, including his experience in startups and the lessons he learned from dating. He emphasizes the value of recovering upset guests and building connections with customers. Zack also discusses the highs and lows of entrepreneurship and the importance of celebrating and practicing gratitude. He shares his future plans for Ovation and his personal goals. Additionally, Zack discusses the importance of customer feedback and how it can be used to improve business. He emphasizes the need for businesses to actively collect and analyze customer feedback, and shares strategies for using this feedback to make meaningful improvements. Oates also highlights the role of technology in the customer feedback process. Takeaways: Human connection is essential in the hospitality industry.Ovation helps restaurants collect feedback from guests and improve their operations.Recovering upset guests can lead to increased loyalty and revenue.Celebrating and practicing gratitude are important in navigating the highs and lows of entrepreneurship. Customer feedback is crucial for businesses to understand and improve the customer experience.Collecting and analyzing customer feedback allows businesses to identify areas for improvement and make data-driven decisions.Using customer feedback to make meaningful improvements can lead to increased customer satisfaction and loyalty.Technology, such as Ovation's platform, can streamline the customer feedback process and provide valuable insights. Timestamps: 00:00: The Importance of Human Connection 01:17: Introduction to Ovation 06:02: The Guest Experience and the Importance of Convenience, Consistency, and Connection 09:50: Zack Oates' Journey to Ovation 17:00: Lessons from Dating and Building Connections 20:19: Collecting Feedback and Improving 24:35: Ovation's Product Journey and Customer Success 29:21: The Value of Recovering Upset Guests 34:11: Navigating the Highs and Lows of Entrepreneurship 39:23: The Importance of Celebrating and Enjoying the Journey 45:08: Practicing Gratitude and Finding the Hand of God 46:07: Future Plans for Ovation and Personal Goals 10:30: The Importance of Customer Feedback 20:15: Collecting and Analyzing Customer Feedback 30:45: Using Customer Feedback to Improve Business 40:20: The Role of Technology in Customer Feedback 47:32: Where to Find Zack Oates

Episode Notes In this conversation, we had the opportunity to interview Justin Ulrich, VP of Marketing at Evocalize, a tool that helps automate paid digital local marketing based on local data. Justin shares his marketing journey and how he transitioned to Evocalize. He also discusses successful marketing campaigns and the challenges faced by restaurants in marketing. Justin explains how Evocalize helps restaurants improve their digital marketing effectiveness and reduce time spent on managing ads. He also shares the process of getting set up with Evocalize and the ROI that clients can expect. The conversation concludes with a discussion on marketing strategies and the importance of quantity and consistency in marketing. The conversation covers the topics of creating and repurposing content, as well as future plans for Evocalize. Takeaways: Creating long-form video content is challenging but can be repurposed into various forms of content.Different people consume content in different ways, so it's important to create content in various formats.Evocalize plans to expand its marketing capabilities to serve smaller businesses and enter new industries.Changes in lead generation regulations will require businesses to generate their own leads, creating opportunities for Evocalize. Timestamps: 00:00 Introduction and Overview 02:41 What is Evocalize? 04:09 Justin's Marketing Journey 06:33 Transition to Evocalize 09:05 Successful Marketing Campaign 12:23 How Evocalize Helps Restaurants 16:49 Challenges Faced by Restaurants in Marketing 18:39 Improving Digital Marketing Effectiveness 22:56 Process of Getting Set Up with Evocalize 26:19 ROI for Evocalize Clients 28:26 Marketing Strategies for Evocalize 34:16 Importance of Quantity and Consistency in Marketing 37:07 Promoting Content and Learning from Feedback 40:15 Creating and Repurposing Content 45:43 Future Plans for Evocalize

About this Episode: In this conversation, Troy Hooper, CEO of Hot Palette America, shares his insights and advice on how to succeed in the restaurant business. He emphasizes the importance of understanding the formula for success and having the right information, education, and support. Troy talks about his journey in the hospitality industry and how he reached his current position at Hot Palate America. He also explains the process of working with restaurant brands and the factors that should be taken into account when deciding to franchise. Troy provides tips on improving operations and the bottom line, including knowing your numbers and making data-driven decisions. He highlights the significance of menu engineering and understanding your customers to create a successful menu. Lastly, Troy discusses the importance of marketing and encourages restaurateurs to tell their stories and engage with their customers through various channels. In addition, Troy Hooper shares some valuable insights on creating authentic content for restaurants and utilizing user-generated content. He emphasizes the importance of being the show, not the commercial, and encourages restaurants to showcase behind-the-scenes content and day-to-day activities. Troy also highlights the power of user-generated content and suggests reaching out to guests and employees who have created content about the restaurant. Finally, he provides information on how to find him and introduces Pepper Lunch, an experiential DIY teppanyaki restaurant. Takeaways Understanding the formula for success in the restaurant business is crucial, and having the right information, education, and support can make it easier.Knowing your numbers and making data-driven decisions is essential for improving operations and the bottom line.Menu engineering and understanding your customer's preferences are key to creating a successful menu.Marketing is important for attracting more customers, and utilizing social media and engaging with your employees and customers can be effective strategies. Restaurants should focus on creating authentic content that showcases behind-the-scenes activities and day-to-day operations.User-generated content is a valuable resource that restaurants can leverage for free. They should search for content related to their restaurant and reach out to the creators for permission to repost.To find Troy Hooper, he can be easily found on LinkedIn by searching for J.Troy Hooper. Pepper Lunch, an experiential DIY Teppanyaki Restaurant, is also introduced. Timestamps 00:00 The Formula for Success in the Restaurant Business 06:05 The Journey to Hot Palate America 07:02 The Process of Working with Restaurant Brands 10:47 Franchising and Single Locations 19:17 Improving Operations and Bottom Line 31:44 Menu Engineering and Understanding the Customer 40:16 Marketing and Getting More Customers 46:04 Creating Authentic Content for Restaurants 47:31 Utilizing User Generated Content 49:21 Finding Troy Hooper and Pepper Lunch

About this Episode: In this episode, Rev Ciancio, Co-founder of Handcraft Burgers and Brew and Head of Revenue Marketing for Branded Hospitality Ventures, shares his journey in the hospitality industry and provides valuable marketing tips for restaurateurs. He discusses the importance of content creation and leveraging social media platforms like Instagram and TikTok. Rev also emphasizes the significance of collecting emails and using SMS marketing to engage with customers. Additionally, he highlights the upcoming Restaurant Growth Summit and his other ventures, including a children's book. Overall, Rev's insights and anecdotes provide valuable lessons for those in the restaurant industry. Takeaways: - Content creation is a powerful tool for marketing in the hospitality industry. - Collecting emails and leveraging social media platforms like Instagram and TikTok can help restaurants engage with customers. - SMS marketing is an effective way to reach and communicate with customers. - Playing to your strengths and focusing on what you're good at can lead to success in the restaurant industry. - The Restaurant Growth Summit and other industry events provide valuable opportunities for learning and networking. Timestamps: 00:00: Introduction and Background 02:42: From Music Business to Hospitality 06:22: The Power of Content 10:31: Lessons from Past Mistakes 14:13: Marketing Strategies for Restaurants 19:28: Collecting Emails for Restaurants 21:57: Leveraging Social Media for Restaurants 27:54: Using SMS for Restaurant Marketing 30:18: Branded Hospitality Ventures 35:31: Rev's Children's Book 40:47: Anecdotes and Case Studies 43:39: Importance of Trying and Learning 44:08: Introducing Babu: A Commission-Free Marketplace 45:33: Free Marketing Resources 46:29: Wrap-up and Next Steps Explore the podcast

Episode Notes In this episode, Chip Klose, a Restaurant Coach with over two decades of experience, shares insights on improving profitability in the restaurant industry. He emphasizes the importance of focusing on customer needs and unique qualifications, managing revenue, cost of goods sold, and labor, and implementing effective marketing strategies. Chip also discusses his coaching program, success stories from his clients, and the motivation behind starting the Restaurant Strategy podcast. Additionally, he highlights the value of sharing knowledge through different formats, including his book, The Restaurant Marketing Mindset. Chip Klose discusses the key principles of restaurant marketing and shares insights on the future of the industry. He emphasizes the importance of understanding the ABCDs of marketing: audience, brand, competition, and differentiation. Chip also highlights the significance of internal and external marketing strategies and provides practical tips for restaurant owners. He predicts a new style of dining that utilizes technology to create a more efficient and hospitable restaurant experience. Chip concludes by sharing his upcoming projects and initiatives, including a new book and speaking engagements. Takeaways: Focus on customer needs and unique qualifications to solve their problems. Manage revenue, cost of goods sold, and labor to improve profitability. Implement effective marketing strategies to acquire new customers, retain existing customers, and generate word-of-mouth. Create systems and processes to make restaurant operations more predictable and profitable. The ABCDs of marketing (audience, brand, competition, and differentiation) are essential for restaurant owners to understand and apply. Internal marketing, such as effective communication with employees, and external marketing, including setting goals and using tools to achieve them, are crucial for success. The future of the restaurant industry may involve a new style of dining that utilizes technology to create a more efficient and profitable yet hospitable experience. Chip Klose has upcoming projects, including a new book, speaking engagements, and the growth of his mastermind program. Timestamps: 00:00: Introduction and Three Key Focus Areas 01:14: Chip Klose's Background and Journey in the Restaurant Industry 04:59: Lessons Learned from Opening Michelin-Starred Restaurants 06:24: The Importance of Focusing on Customer Needs and Unique Qualifications 08:21: The Challenges of Running a Restaurant Business 09:19: The Difficulty of Managing Revenue, Cost of Goods Sold, and Labor 10:38: The Need for Predictability in the Restaurant Industry 13:18: Coaching Restaurants to Improve Profitability 15:38: The Three Key Areas of Restaurant Marketing: Customer Acquisition, Customer Retention, and Evangelism 20:55: Managing Prime Cost and Controlling Revenue, Cost of Goods Sold, and Labor 24:48: The Coaching Program and Onboarding Process 27:09: Success Stories from the Coaching Program 30:05: The Motivation Behind Starting the Restaurant Strategy Podcast 39:55: The Purpose of the Restaurant Strategy Podcast and the Value of Sharing Knowledge 43:15: The Restaurant Marketing Mindset Book and the Importance of Being Present in Different Formats 44:09: The ABCDs of Marketing 46:03: Internal and External Marketing 47:01: The Restaurant Marketing Mindset 48:23: Trends in the Restaurant Industry 49:16: The Future of Dining 54:56: Upcoming Projects and Initiatives

About this Episode: Meredith Sandland, CEO of Empowered Delivery, discusses the benefits of their end-to-end order fulfillment system and how it enables restaurants to have their own 1099 fleet of gig workers. She shares her background in the restaurant industry and how her experiences led her to start Empowered Delivery. Meredith also talks about her books, 'Delivering the Digital Restaurant' and 'The Path to Digital Maturity', which provide insights and strategies for restaurants to navigate the digital landscape. She emphasizes the importance of optimizing presence on third-party platforms and creating a seamless first-party ordering experience. Meredith also discusses the onboarding process for Empowered Delivery and the early customer experiences they have had. In this conversation, Meredith and Angelo also discuss the hidden costs of third-party delivery apps, the impact of technology on the restaurant industry, automation and the future of restaurants, the challenges of technology adoption in the restaurant industry, advice for entrepreneurs in the restaurant space, and the rewards of building successful restaurants. Takeaways: Empowered Delivery is an end-to-end order fulfillment system that enables restaurants to have their own 1099 fleet of gig workers.Restaurants should optimize their presence on third-party platforms and create a seamless first-party ordering experience to drive sales and reduce costs.The onboarding process for Empowered Delivery involves replacing the POS system and installing touchscreens for back-of-house operations.Early customers of Empowered Delivery have provided valuable feedback and have seen improvements in efficiency and customer satisfaction.Future plans for Empowered Delivery include expanding its customer base and continuing to revolutionize the economics of delivery for restaurants. Third-party delivery apps often have hidden costs, such as menu markups and delivery fees, which can make ordering from them more expensive than ordering directly from the restaurant.Technology has reshaped the restaurant industry, with innovations like kiosks and automation in the back of the house. These advancements can help reduce labor costs and improve efficiency.The future of restaurants will likely involve more automation and a shift towards electric-based kitchens. This can lead to fewer restaurant jobs, but the ones that remain will be more highly skilled and better paid.The restaurant industry is experiencing a proliferation of technology solutions, which can be overwhelming for restaurateurs. It's important to focus on building a comprehensive system that addresses the root causes of problems and eliminates the need for multiple disjointed tools.Entrepreneurs in the restaurant space should strive to create a company, not just a feature, and differentiate themselves from existing solutions. It's also crucial to get paying customers as quickly as possible to build credibility and attract talent and investment.Building successful restaurants and empowering independent businesses can be rewarding, as it creates jobs, generates wealth for franchisees, and brings happiness to consumers. Timestamps: 00:00 Introduction and Background 01:39 Overview of Empowered Delivery 03:06 From Taco Bell to Empowered Delivery 05:18 Delivering the Digital Restaurant 08:18 The Path to Digital Maturity 09:47 Optimizing Presence on Third-Party Platforms 12:09 Creating a Seamless First-Party Ordering Experience 14:53 Key Criteria for Selecting a First-Party Ordering System 19:03 The Benefits of Empowered Delivery 22:38 Onboarding Process for Empowered Delivery 28:19 Early Customer Experiences 32:49 Future Plans for Empowered Delivery 35:07 The Hidden Costs of Third-Party Delivery Apps 37:30 The Impact of Technology on the Restaurant Industry 39:20 Automation and the Future of Restaurants 41:07 The Challenges of Technology Adoption in the Restaurant Industry 44:30 Advice for Entrepreneurs in the Restaurant Space 48:55 The Rewards of Building Successful Restaurants

About this Episode: Rachael Nemeth, Co-Founder and CEO of Opus Training, shares her journey of starting the company and the challenges they faced in the restaurant industry. Opus Training is a training platform designed for hospitality businesses, offering micro-training that fits into the flow of work. During the COVID-19 pandemic, it pivoted to provide free COVID-19 safety training, which led to significant growth. The platform is multilingual, offering training in 101 languages, and leverages AI to improve accessibility and user experience. In this conversation, Rachael emphasizes the importance of simplifying language and avoiding idioms in training materials to ensure effective communication. Opus Training is a platform that focuses on solving the business problem of achieving scale with training. They aim to save money and make money for businesses by cutting back on training labor and positioning training to increase sales. Their typical clients are emerging brands and established brands in the restaurant industry. The customer journey with Opus Training starts with content education, followed by a simple and quick onboarding process. The platform offers a free trial for users to try out. Opus Training plans to continue investing in AI technology to enhance its training platform. The founder, Rachael Nemeth, encourages businesses to be intentional about training and sees training platforms as an enhancement, not a replacement, to existing training systems. Timestamps: 00:00: The Evolution of Phone Usage at Work 01:16: Introduction to Opus Training 02:11: Rachel Nemeth's Background and Inspiration for Opus Training 03:37: The Love for Operations in the Restaurant Industry 04:45: Transitioning to New York and Starting ESL Works 05:44: The Journey from ESL Works to Opus Training 06:43: The Decision to Move to New York 07:55: Working for Danny Meyer and Starting ESL Works 08:22: The MVP and Evolution of ESL Works 09:47: The Iterative Process of Building a Company 10:43: The Shift to Technology and the Birth of Opus Training 12:39: The Breakthrough Moment for Opus Training 13:30: The Impact of COVID-19 on Opus Training 14:29: The Focus on Accessibility and Multilingual Training 18:22: The Sign-in Experience and Language Selection 20:18: The Importance of Training in the Flow of Work 21:43: The Content Problem and AI Solutions 23:34: The Challenges of Language Translation 25:36: Managing 101 Languages and Leveraging AI 32:54: Ideal Customers for Opus Training 35:35: Onboarding Process for Opus Training 39:57: The Future of Opus Training 45:10: The Importance of Training and Enhancing Workflows