An ad free resource for restaurateurs! Over 100 episodes and a new episode every Monday. Listen in to learn from industry leaders how to grow your restaurant, improve your guest experience, turn your customers from strangers to friends, and to leverage data and marketing tools to increase your revenue.
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From Farmer to Restaurateur: Scott Henderson's Salad Station Success Story
19:26
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Send us a Text Message. In this episode of Give an Ovation, host Zack Oates talks to Scott Henderson, CEO and co-founder of Salad Station. Scott shares how his agricultural roots in South Louisiana inspired him to create a fast, healthy restaurant concept that has grown to over 36 locations. He discusses the importance of maintaining freshness, cle…
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From Lost to Loyal: Winning Back Your Customers with Dan Pfister of Winback Labs
16:58
16:58
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16:58
Send us a Text Message. Unlock the secrets to rekindling lost customer relationships with expert insights from Dan Pfister, Founder of WinBack Labs. Discover proven strategies for understanding why customers leave and how to effectively bring them back. Dan highlights the importance of strategic outreach and ensuring customers feel heard and valued…
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Jill Raff on the Power of Employee Investment
15:43
15:43
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15:43
Send us a Text Message. Can a great customer experience truly begin with how you treat your employees? In this fascinating episode of Give an Ovation, we host Jill Raff, the dynamic Founder and CEO of the Jill Raff Group, who makes a compelling case for her EX2CX® approach, for which she is an advisor. Drawing from her extensive background and pers…
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Turning Failure into Success: Perry Rogers on Humility, Resilience, and Meaningful Conversations
22:13
22:13
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22:13
Send us a Text Message. What does it take to turn failure into a stepping stone for success? Perry Rogers, the legendary sports marketing executive and agent behind iconic athletes like Shaquille O'Neal and his restaurant Big Chicken, shares his incredible career journey on today's episode. Listen as Perry recounts a pivotal moment with a challengi…
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Improving Operations Through Relationships with Chris Treloar of PLNT Burger
24:13
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24:13
Send us a Text Message. In this episode of Give an Ovation, Zack Oates interviews Chris Treloar, CEO of PLNT Burger, to uncover his secrets to creating a standout guest experience in the restaurant industry. From his roots at Friendly's to leading a successful plant-based burger brand, Chris shares his insights on keeping operations simple, buildin…
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The Legendary San Pedro Fish Market Story with Michael Ungaro
25:15
25:15
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25:15
Send us a Text Message. Join us for another episode of Give an Ovation, the Restaurant Guest Experience Podcast, as we dive into the fascinating journey of Michael Ungaro, CEO of San Pedro Fish Market. From setting Guinness World Records to becoming one of the most Instagrammed restaurants in the U.S., Michael shares his visionary approach to seafo…
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Personalized Experiences: Insights from Jason Ganahl of GQue Championship Barbecue
17:33
17:33
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17:33
Send us a Text Message. Ever wondered what goes into creating a dining experience so memorable that guests can't stop talking about it? Join us as we sit down with Jason Ganahl, the genius behind GQue Championship Barbecue, Denver’s first and only championship barbecue restaurant. Jason spills the beans on the art of personalized service, maintaini…
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The Power of People: Matt Rolfe on Hospitality Leadership
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17:26
Send us a Text Message. In this episode of Give an Ovation, we learn about effective hospitality leadership with Matt Rolfe, a hospitality leadership coach, speaker, and author of "You Can't Do it Alone." Matt shares his insights on helping multi-unit restaurant operators, focusing on the people element of the business to ensure success and growth.…
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From Busboy to President: George Kalogridis Shares His Disney Journey and Secrets to Exceptional Guest Experience
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27:01
Send us a Text Message. Disney is known for some of best guest experiences in the world, and today we learn some of the magic formula as we chat with George Kalogridis, who shares his remarkable 50-year journey in Disney. As a busboy who later became President of Walt Disney World, George gives fantastic insights on how to make guests happy. Thanks…
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The Power of Authentic Engagement in Restaurants with Ken McGarrie and Mark Braver
22:07
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22:07
Send us a Text Message. On this episode, authenticity takes the spotlight as we explore what it means to provide genuine care and high-quality service in the hospitality industry with Ken McGarrie and Mark Braver of Fifty/50 Consulting. Listen to an inspiring story from a West Coast resort that showcases the power of meticulous staff training in cr…
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How to Use Direct Mail with Kevin Slaughter of Mailwise Solutions
17:20
17:20
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17:20
Send us a Text Message. Today we're learning about an often overlooked restaurant marketing channel, direct mail. Kevin Slaughter, Director of Operations at Mailwise Solutions debunks the myth that direct mail is a relic of the past, proving its remarkable ROI in 2024. Discover why consistency trumps one-time mail blasts and how sending menus three…
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Consistency and Culture: Andy Rebhun of CAVA on Elevating Guest Experience
16:32
16:32
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16:32
Send us a Text Message. Join us on this episode of Give an Ovation as we welcome back Andy Rebhun, the Chief Experience Officer at CAVA. With a rich background in leadership roles at Ford Motor Company, McDonald's, and El Pollo Loco, Andy shares invaluable insights into the restaurant industry's best practices. We dive deep into the importance of c…
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Mastering Hospitality Marketing with Marlo Fogelman
20:39
20:39
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20:39
Send us a Text Message. In this episode of Give an Ovation, Zack Oates sits down with Marlo Fogelman, the Founder and CEO of Marlo Marketing. With a unique background that combines marketing expertise and a law degree, Marlo shares her insights on the intricacies of hospitality marketing, the importance of making guests feel welcome, and the small …
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The Balancing Act of Cost and Revenue in Hospitality with Tim Murphy
23:56
23:56
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23:56
Send us a Text Message. In this episode of Give an Ovation, Tim Murphy, CEO of Boomers Parks and Big Kahuna's, shares his extensive experience in turning around businesses. From his days at Walt Disney World to managing financial turnarounds at various restaurant chains, Tim provides valuable insights into understanding financials, improving guest …
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Unlocking the Power of Relationships with Patrick Ewers
24:13
24:13
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24:13
Send us a Text Message. In this episode of Give an Ovation, we sit down with Patrick Ewers, CEO and founder of MindMaven, an executive coaching firm that has transformed leaders from top companies like Reddit, Roblox, and Sequoia Capital. Patrick shares his insights on the importance of investing in relationships, leveraging time efficiently, and t…
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How Staffing and Efficiency Drive Restaurant Performance with Joe Guszkowski
17:01
17:01
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17:01
Send us a Text Message. In this episode of Give an Ovation, we turn the mic around to interview Joe Guszkowski, a Senior Editor at Restaurant Business covering technology and casual-dining chains. He also hosts RB Daily, a restaurant news podcast. Joe shares his unique insights on the current state of the restaurant industry, highlighting the chall…
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Healthy Eats, Happy Guests: Darden Coors on Salad Collective's Success
16:24
16:24
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16:24
Send us a Text Message. In this episode of Give an Ovation, host Zack Oates sits down with Darden Coors, the CEO of Salad Collective. With over a decade of experience, Darden has been a driving force behind better-for-you fast-casual brands like Mad Greens, Snappy Salads, and Tokyo Joe's. As a fifth-generation Coors and a former lawyer, Darden shar…
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Honoring Solomon Choi: Lessons from the 16 Handles Founder
26:08
26:08
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26:08
Send us a Text Message. Note: This episode was recorded before the recent passing of Solomon Choi. He was a dear friend to Zack and the Ovation team, and though we are saddened and shocked by his passing, we were grateful to share this conversation with him. Our thoughts and prayers go out to his family. In this episode of Give an Ovation, Zack Oat…
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Building a Winning Team with Andrew Smith of Savory Fund
16:33
16:33
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16:33
Send us a Text Message. In this special episode of Give an Ovation, host Zack Oates chats with Andrew Smith, Managing Director and Co-Founder of the Savory Fund. Andrew shares invaluable insights into building a successful team, the importance of decisive action, and the current state of the restaurant industry. Tune in to learn how Andrew and his …
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From Core Menu to LTOs: How Slim Chickens Keeps Guests Coming Back
12:53
12:53
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Send us a Text Message. Today, we're thrilled to welcome Tom Gordon, CEO of Slim Chickens. With nearly 22 years at the helm, Tom has been instrumental in transforming Slim Chickens into a beloved brand known for its innovative LTOs and consistently delicious offerings. We discuss how Tom balances staying true to the core menu while continuously int…
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From Shark Tank to Sweet Success: Jeremy Carlson’s Journey with Crispy Cones
14:02
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Send us a Text Message. In this Crispy episode of "Give an Ovation," Zack Oates sits down with Jeremy Carlson, founder and CEO of Crispy Cones, to talk about the rollercoaster journey from starting a business to appearing on Shark Tank and beyond. Jeremy shares the highs and lows of building his brand, the importance of guest experience, and the in…
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From PepsiCo to Blaze Pizza: Jim Mizes on Restaurant Growth
19:12
19:12
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19:12
Send us a Text Message. In this episode of "Give an Ovation," Zack Oates welcomes Jim Mizes, a restaurant industry legend with an impressive track record, including roles as VP of PepsiCo, President of brands like Einstein Bros and Blaze Pizza, and various advisory roles. Jim shares his insights on scaling restaurant brands, the importance of align…
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Send us a Text Message. In this 300th episode of "Give an Ovation," host Zack Oates welcomes back Olga Lopategui, a seasoned restaurant marketing consultant and the Founder of Restaurant Loyalty Specialists. Olga shares her expertise in setting up and optimizing loyalty programs for restaurant chains, offering insights into the importance of proces…
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Pioneering Poke: How Seth Cohen Built Sweetfin
15:52
15:52
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15:52
Send us a Text Message. In this episode of "Give an Ovation," host Zack Oates sits down with Seth Cohen, President and Co-founder of Sweetfin. Seth shares the inspiring journey of Sweetfin's inception, its innovative approach to fast-casual dining, and the emphasis on guest experience that has driven their success. From mastering the art of poke in…
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Juicing Up Operations: Natalie Green’s Strategies for Success
15:02
15:02
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15:02
Send us a Text Message. In this episode of "Give an Ovation," Zack Oates sits down with Natalie Green, the dynamic COO of Nekter Juice Bar. With over 200 locations, Natalie shares insights from her 12-year journey at Nekter, focusing on the importance of supply chain management, consistency in guest experience, and leveraging technology to enhance …
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Fan-first Fun: The Savannah Bananas' Playbook with Emily Cole
22:08
22:08
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22:08
Send us a Text Message. Today we're joined by Emily Cole, the visionary owner of the viral sensation, the Savannah Bananas. Emily shares her journey of transforming the traditional baseball experience into a lively, fun-filled event that captivates fans of all ages. From introducing all-you-can-eat tickets to choreographed player entrances, Emily d…
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Back to Basics with Susie Sarich of SusieCakes
16:37
16:37
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16:37
Send us a Text Message. Susie Sarich created SusieCakes for two reasons: 1) to make it easier for women to work in hospitality, and 2) to bring back classic desserts recipes to the culinary wild west she was witnessing in San Francisco. With her Grandmas' timeless recipes and a focus on each guest, SusieCakes has grown to 26 locations and is poised…
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Brewing Up Customer Loyalty with Nick Newbill of 7 Brew Drive-thru Coffee
16:14
16:14
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16:14
Send us a Text Message. Join Nick Newbill, Marketing Director of 7 Brew Coffee, as he shares his journey from shift lead to marketing leader. At 7 Brew Coffee, great guest experiences are as important as the perfect brew. He highlights the brand's core values: kindness, authenticity, and community engagement, which have built a loyal customer base.…
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Send us a Text Message. At the beginning, Scott Lawton didn't know what food he was going to sell at his restaurant concept - but he knew how he wanted it to feel. The rest figured itself out. On this episode, we explore the art of creating an exceptional guest experience with Scott Lawton, CEO of bartaco and Uncle Julio's Restaurant Group. Scott s…
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Dave's Playbook for a Hot Brand with Jim Bitticks
24:34
24:34
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24:34
Send us a Text Message. Joining us today is Jim Bitticks, President and COO of Dave's Hot Chicken! Have you ever wondered how Dave's became the phenomenon that it is? On this episode, we explore the brand's formula for success, starting with their rise from a humble pop-up to a thriving franchise. Jim shares how a single review ignited their growth…
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Leading with Authenticity with Ricky Richardson of Eggs Up Grill
18:08
18:08
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18:08
Send us a Text Message. Today we talk with Ricky Richardson, a seasoned pro from TGI Fridays who is now leading Eggs Up Grill. Ricky shares practical insights on authentic leadership and managing high-energy environments while fostering emotional connections with teams and guests. He emphasizes the importance of passion and effective communication …
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The Golden (Chick) Rule with Brian Loescher
16:19
16:19
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16:19
Send us a Text Message. Join us as we chat with Brian Loescher, President of Golden Chick Franchising, about the secrets behind a stellar restaurant experience. Drawing from his background at Rally's Hamburgers and Arby's, Brian shares practical insights for standing out in customer service and technology. Learn about the importance of order accura…
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Continuous Innovation with Craig Dunaway of Penn Station East Coast Subs
18:21
18:21
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18:21
Send us a Text Message. Today's guest is Craig Dunaway, COO of Penn Station East Coast Subs, who shares insights from his 25 years in the restaurant industry. Learn how to spot lasting trends, adopt new technologies wisely, and use a 'fast follow' approach to stay ahead without breaking the bank. We'll dive into how third-party delivery services ar…
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Mastering Marketing in the QSR Industry with Sergio Pérez
19:01
19:01
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19:01
Send us a Text Message. It's Bo time! Today's episode is with Sergio Pérez, Senior Director of Omnichannel at Bojangles, who takes us through his journey from an intern to a strategic executive in the world of restaurant marketing. We also talk through the 3 C's: Convenience, Consistency, and Connection, and how you can use them to acquire new gues…
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Shake Shack's Recipe for Tech-Enhanced Customer Journeys with Dave Harris
21:40
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21:40
Send us a Text Message. Today we sit down with Shake Shack's CIO, Dave Harris. As you can imagine, he had some great insights on tech stacks, the balance between human and tech-centered hospitality, and the potential he sees AI having on the industry. If you're looking for some high level views on tech in your restaurant, as well as some in-the-wee…
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Restaurant Strategy in Action with Jared Cohen
19:37
19:37
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19:37
Send us a Text Message. Why should all of us care if restaurants are adopting a big-picture strategy? Sure, Mcdonald's should have a strategy team, if not an entire department. But let's get real - say you've got 14 locations. How do you justify having someone as talented and expensive as Jared Cohen? Jared and Zack explored this on the podcast thi…
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Building Effective Restaurant Teams with Matt Tucker
22:20
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22:20
Send us a Text Message. Today's episode is with Matt Tucker, a titan in the industry who was formerly the President and COO of Olo, and is now the Head of Tock. Matt and Zack discuss: The 'cockroach' strategy—a testament to the relentless hustle required to weather the tempests of industry uncertainties Ben Horowitz's "The Hard Thing About Hard Thi…
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Send us a Text Message. Today's episode is with the CEO of Big Chicken and Beer Park, Josh Halpern, from whom we learn all about the good and the hard that comes from a star-backed brand. Sure, Shaq can bring them in. But how do you get them to stay? Stay tuned to find out, and learn some valuable lessons about loyalty for your restaurant. Thanks, …
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The Difference of a Few Degrees with Andy Husbands
17:10
17:10
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17:10
Send us a Text Message. Imagine treating every diner like Grandma – with warmth, affection, and a genuine concern for their experience. That's the philosophy Andy Husbands, the acclaimed chef behind Smoke Shop BBQ and the author of "Pitmaster," brings to our table in an eye-opening discussion about the transformative power of hospitality in the res…
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Compassion in the Culinary Industry with Jen Hidinger-Kendrick
16:04
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16:04
Send us a Text Message. Our episode today is a heartfelt conversation with the powerhouse behind Giving Kitchen, where we uncover the incredible journey that led Jen from personal tragedy to the founding of an organization that's the embodiment of hope for food service workers facing crisis. Through Giving Kitchen, Jen and her team have turned the …
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Making It Cool To Care with Brian Klinger
19:21
19:21
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19:21
Send us a Text Message. Ever wonder how Chick-fil-A became a byword for customer service excellence? Brian Klinger from Comcast joins us to unravel the secrets behind blending technology with the human touch to create unforgettable restaurant experiences. We discuss common industry challenges, like upsizing checks and staff shortages, and how compa…
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Leading Modern Restaurant Employees with Sam Fauser
22:35
22:35
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22:35
Send us a Text Message. Is leadership an art or a science? Sam Fauser, the guru of team training and development who's left a mark on Domino’s and NASCAR, joins us to explore this intriguing terrain. Together, we pull back the curtain on the evolution of leadership, challenging long-standing myths about 'lazy' generations and discussing the importa…
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The Science Behind Location, Location, Location with Max Sheets
19:26
19:26
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19:26
Send us a Text Message. In this episode, Max Sheets, Founder & CEO of Chick N Max, peels back the curtain on melding cutting-edge data analytics and AI with the indispensable art of site visits to pinpoint the perfect spot for a thriving restaurant. Whether it's the buzz in the kitchen or the welcome at the door, Max reveals how a deep understandin…
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From Star Power to Staying Power with Andy Hooper of Hart House
22:13
22:13
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22:13
Send us a Text Message. This episode has a lot of... hart. Discover the art of building a brand that shines on its own, even when it's linked to the dazzle of a celebrity like Kevin Hart. Join us as Andy Hooper, CEO of Hart House, opens up about the delicate dance of leveraging star attraction while ensuring that the brand's essence captivates and …
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Serving California Food in Alabama with Jennifer Ryan
20:21
20:21
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20:21
Send us a Text Message. Jennifer Ryan is the restaurateur behind BlueRoot, a seemingly rare example of healthy, tasting eating in Alabama. She's also the Co-Founder and CEO of Croux, an online marketplace that connects vetted talent with flexible work opportunities. On this episode, Jennifer walks us through creating a culture of "yes" at BlueRoot,…
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Navigating a Lifetime of Achievement in the Food Industry With Carin Stutz
25:31
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Send us a Text Message. Prepare to be enlightened by Carin Stutz, a hospitality giant whose restaurant industry experience serves as the backbone of today's conversation. Her tenure at the helm of industry giants like Wendy's and Applebee's has made her a veritable oracle of career wisdom. For anyone dreaming of a hospitality career that leaves a l…
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The Secret Ingredients to Creating Memorable Dining with Michael McHenry
21:55
21:55
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21:55
Send us a Text Message. Tune in to this week's episode with Michael McHenry, the mastermind behind The McHenry Group, as he joins us to unravel the intricacies of curating dining experiences that linger after the last bite. Michael shares his creative journey, revealing the fusion of tradition and innovation that goes into each menu item's concepti…
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Mastering the Art of Hospitality With David Doty
17:51
17:51
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17:51
Send us a Text Message. Uncover the secrets behind the scenes of the restaurant world with David Doty, the financier turned hospitality expert. Our conversation peels back the curtain on the meticulous craft of curating a five-star guest experience, revealing the heart and soul that transform a meal into an enduring memory. David imparts his unique…
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Revolutionizing the Guest Experience With Eric Knott
20:35
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20:35
Send us a Text Message. Unlock the secrets behind the fast-food revolution with Eric Knott, COO of PDQ, as we discuss the art of enhancing the guest experience in the bustling restaurant industry. Learn how PDQ's dedication to quality goes beyond mouthwatering meals, delving into the heart of their team dynamics and community engagement. As we exam…
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Grilling up Top-Tier Customer Service With Laura Rea Dickey
17:04
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17:04
Send us a Text Message. Discover the secret sauce behind creating an unforgettable guest experience with Laura Ray Dickey, the CEO of Dickey's BBQ Pit. Dickey's BBQ is a legacy brand that began in 1941. In this episode, Laura pulls back the curtain on what it takes to serve up mouthwatering barbecue and lays bare the critical decisions that shape a…
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