Episodi
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About the Episode
In this engaging conversation, Vance Morris shares his unique journey from a childhood paper route to a successful career in customer service and entrepreneurship. He discusses his time at Disney, the lessons learned, and how he applied those principles to build a thriving carpet cleaning business.
Vance emphasizes the importance of customer experience, effective marketing strategies, and robust customer retention systems, providing valuable insights for business owners in various industries. In this conversation, Vance Morris elaborates the critical elements of customer service in the restaurant industry, furthered the importance of personal connections, staff training, and attention to detail. He shares insights from his experiences at Disney and his mission to improve service quality through his company, Deliver Service Now.
The discussion covers practical strategies for restaurants to stand out in a competitive market and the significance of creating memorable customer experiences.
TakeawaysVance's journey illustrates the importance of customer service from a young age.Disney's operational principles can be applied to any business.Creating a unique customer experience is key to standing out.Effective marketing should attract the right customers and repel the wrong ones.Customer retention is significantly cheaper than acquiring new customers.Using personal stories in marketing can create emotional connections.Simplicity in systems ensures they are followed by all employees.A robust loyalty program can enhance customer retention.Direct mail remains a powerful tool for customer engagement.Fun and personality in business can enhance customer relationships. Personal connections can significantly enhance customer loyalty.Clean restrooms are a basic yet vital aspect of restaurant marketing.Educating staff about the menu can improve customer interactions.Attention to detail is crucial in the restaurant business.Service quality is a key differentiator in the restaurant industry.Training staff properly can prevent service issues.Predictability in service builds customer trust and repeat business.A mission to eradicate poor service can drive business success.Utilizing resources like the right next thing finder can help prioritize improvements.Creating memorable experiences is essential for customer retention.Timestamps00:00 Introduction.03:17 Disney food industry career and roles overview.08:04 Reluctantly considered carpet cleaning opportunity for marketing.11:44 Unique phone greeting distinguishes Dave's Insurance.14:20 Restaurants can boost business with loyalty programs.16:28 I use my children in marketing campaigns.19:04 Ritz GM embraces hands-on leadership, cleanliness approach.23:31 Miscommunication about "Tequila Old Fashioned" button options.27:51 Mission: Improve service quality with human element.28:48 Consistent guests maintain steady restaurant income.34:24 10 questions to find your next focus.35:09 Mystery audits and Disney business boot camps.38:41 Website offers courses on client retention strategies.
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About the Episode
In this conversation, Jake Simon, co-founder and CEO of Connected Fresh, discusses the company's mission to reduce food waste and improve operational efficiency in the food service industry through advanced sensor technology. He shares the origin story of Connected Fresh, highlighting the challenges faced by restaurants and grocery stores, particularly in managing temperature and equipment failures.
The discussion delves into the predictive capabilities of their sensors, real-time monitoring, and various applications that can help businesses save money and reduce waste. Jake also emphasizes the importance of tailored solutions that address specific operational challenges rather than just providing more data.
Jake Simon discusses the innovative sensor technology used in food safety and operational efficiency within the restaurant and grocery sectors. He explains how these sensors can monitor various aspects such as temperature, inventory levels, and even customer traffic, enhancing the overall management of food service businesses.
The discussion also covers the streamlined setup process for businesses, emphasizing the ease of installation and the sustainability of the hardware used. Jake highlights the importance of ROI and customer engagement, encouraging businesses to explore the benefits of their technology. Finally, he shares resources for connecting with Connected Fresh and the value of feedback in improving their services.
TakeawaysConnected Fresh focuses on reducing food waste in the food service industry.The company originated from a need to address inefficiencies in food storage.Real-time monitoring can prevent significant product loss.Predictive maintenance allows businesses to address issues before they escalate.Temperature monitoring is a critical component of food safety.Connected Fresh uses LoRaWAN technology for long-range, low-power sensors.The system can integrate with existing management platforms for seamless operation.Automating cooldown logs can save time and reduce food waste.Door sensors can help monitor energy consumption and operational efficiency.Tailored solutions are more effective than generic data collection. Innovative sensor technology can enhance food safety and operational efficiency.Sensors can monitor temperature, inventory levels, and customer traffic.The setup process for businesses is streamlined and cost-effective.Sustainability is a key focus in hardware solutions.ROI is crucial; solutions should pay for themselves multiple times over.Connected Fresh offers a flexible pricing model based on scalability.Customer engagement is prioritized; feedback is welcomed.The technology is designed to be user-friendly and easy to install.Businesses can schedule calls to learn more about the technology.Connected Fresh aims to provide valuable insights and support to clients.Timestamps00:00 Monitoring inefficiencies in food service using sensors.06:07 Cooler failures cost $70,000 in grocery products.09:25 Pre-configured, long-range, low-power sensors with LoRaWAN.11:19 Core focus: hazard systems, not sensor platforms.14:06 Automation simplifies corrective action integration process.17:27 Start with solutions to specific challenges.20:39 Door sensor detects and prevents unauthorized access.25:31 Wine bottles exploded due to temperature changes.28:57 Identifying challenges for tailored, ROI-driven solutions.32:38 Refrigerated delivery vans with GPS and sensors.35:56 Pricing determined by location or sensors used.38:11 Schedule a call to learn and share feedback.41:06 Excited to feature and shout you out.
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Episodi mancanti?
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About the Episode
In this conversation, Christin Marvin shares her journey from a 20-year career in the hospitality industry to becoming a consultant and leadership coach. She discusses the challenges faced by independent restaurant owners, the importance of self-awareness, and the need for effective leadership development.
Christin emphasizes the significance of creating sustainable business practices and shares success stories of her clients who have transformed their leadership styles. The conversation highlights the evolving landscape of the restaurant industry and the resources available for operators to thrive.
In this conversation, Christin Marvin and Angelo Esposito discuss the challenges and strategies in the hospitality industry, focusing on leadership, setting boundaries, and the importance of community. Christin shares insights from her book, 'The Hospitality Leaders Roadmap,' and her podcast, 'No Hesitations,' emphasizing the need for mental fitness and positive intelligence in leadership.
They explore current trends in the restaurant industry, the shift towards neighborhood dining, and the future of hospitality amidst changing consumer behaviors.
TakeawaysChristin started in hospitality at 15 as a line cook.She opened 13 different restaurants throughout her career.Burnout led her to seek coaching and support.Self-awareness is crucial for personal and professional growth.Independent restaurant owners often lack leadership resources.Effective communication is key to managing teams.Setting boundaries is essential for work-life balance.Leadership development can transform restaurant operations.Success stories illustrate the impact of coaching.Creating a sustainable business model is vital for success. Operators often feel they must be everything to everyone.Setting boundaries is crucial for sustainability in leadership.Identifying and developing talent within the team is essential.Communication platforms can help maintain team connection.The hospitality industry is evolving with new leadership paths.Service quality is becoming more important than food quality.Neighborhood restaurants are thriving post-COVID.Financial caution is influencing dining habits.Mental fitness is key to managing stress in leadership.Building strong relationships is vital for business growth.Timestamps00:00 Hospitality: Passionate, stimulating, challenging entrepreneurial space.03:21 Neglected self-investment, turned to alcohol, sought coaching.07:42 WISK helps restaurateurs focus on their passion.10:21 Businesses seeking sustainability, leadership training, systems development.14:15 Influential coach for restaurant owners, leadership resources.16:05 New leadership needs structure, training, and support.21:18 Entrepreneurial growth: Efficiency over busyness, maturity realized.22:09 Focus on impactful actions, explore the Hospitality Leaders Roadmap.25:12 Hospitality careers evolving beyond limited roles.29:25 Restaurants finally get deserved attention for growth.32:44 Success requires comprehensive service, strong community focus.35:35 Remote work's impact on downtown businesses uncertain.40:54 Monthly expert webinars on diverse business topics.41:53 Leverage resources to improve restaurant leadership skills.
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About the Episode
In this conversation, Jason Berkowitz, founder of Arrow Up Training, shares his extensive journey in the hospitality industry, detailing his passion for the field and the lessons learned from opening nearly 100 restaurants. He emphasizes the importance of training, feedback, and maintaining clear processes to ensure operational efficiency.
Jason discusses the critical path to opening a restaurant and how effective documentation and playbooks can significantly impact success. He also highlights the need for clear communication about roles and expectations to foster a positive work culture. In this conversation, Jason Berkowitz discusses the importance of streamlining restaurant operations, the significance of developing leadership within the industry, and the inception of Arrow Up Training.
Moreover, he emphasizes the need for systems to reduce micromanagement and improve efficiency, especially when expanding restaurant locations. The discussion also touches on the challenges of compliance and the necessity of training supervisors to enhance employee retention.
Finally, Berkowitz shares insights from his book, 'Please Don't Sleep With The Host,' and outlines future plans for Arrow Up Training, focusing on providing accessible training resources for the restaurant industry.
TakeawaysJason's journey into hospitality began at a young age, inspired by his mother's clothing business and a local Burger King.The vibe and atmosphere of restaurants play a crucial role in attracting individuals to the industry.Training programs are essential for employee success and should be prioritized from the start.Feedback is vital for employee development and should be a continuous process.Documenting processes is key to maintaining consistency and efficiency in operations.A critical path to opening a restaurant helps manage timelines and responsibilities effectively.Rent can often be the least expensive aspect of opening a restaurant compared to lost labor costs due to delays.Clear definitions of roles and expectations help prevent misunderstandings and improve team dynamics.Creating a culture of constant training and feedback can enhance employee engagement and performance.Cost savings can have a more significant impact on profitability than increased sales. Streamlining operations can save money and reduce headaches.Establishing systems limits the need for micromanagement.Developing supervisors into leaders is crucial for growth.Compliance training is essential for restaurant culture.Empowering employees leads to better retention rates.Training should speak the language of the industry.Supervisors are key to bridging expectations and execution.Creating a community of leaders enhances learning.Offering free training can benefit the entire industry.Future plans include expanding training resources and partnerships.Timestamps00:00 Teen improved coffee shop sales, began career.05:57 Focused on creating a training program first.08:23 Start with personal journey; strong onboarding reduces turnover.12:24 Foster culture of consistent training and collaboration.14:37 Defining done avoided arguments and clarified expectations.17:14 Checklists build or destroy culture through accountability.19:59 Reducing inventory costs increases profit efficiency.25:33 Responsibility, timelines, completion, opening date consequences.27:20 Implement systems for effective management and delegation.29:57 Developing leaders through soft skills and growth.33:30 Navigating social boundaries reduces risk for insurers.35:40 Building community of young empowered leaders.39:23 Transition from old-school to new-school management.43:11 Helping people through free content and resources.46:53 Future plans: insurance discounts, sponsored free courses.48:29 Jason Berkowitz discussed on WISKing it All.
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About the Episode
In this conversation, Sam Fonseca takes us through his fascinating journey, beginning with his first encounter with Raising Cane's in California, and the impactful career choices that followed. From record-breaking sales at Raising Cane’s to leading the busiest location of Dave’s Hot Chicken, Sam's story is a testament to the power of innovative practices and strategic career moves.
We also explore Sam's role as a restaurant coach, helping founders scale their businesses with his 'ops method'—a strategic approach to observation, planning, and implementation. Listen in as Sam shares his thoughts on "founder's fatigue," the importance of mentoring, and how a coach can uncover business blind spots. Whether you're a seasoned restaurateur or just setting out, Sam's insights and experiences offer invaluable lessons on leadership and growth in the restaurant industry. So, grab your headphones and get ready for an episode packed with wisdom and practical tips for success!
TakeawaysSam Fonseca helps founders scale their restaurant businesses.Leadership plays a crucial role in the restaurant industry.Founders fatigue can lead to a loss of passion for the business.Young, fun brands are exciting opportunities in the market.Operational improvements can lead to significant sales increases.A tailored coaching approach is essential for restaurant success.Common mistakes include lack of passion in hiring and operations.Having a coach can provide valuable insights and accountability.Understanding your people is key to improving operations.Success stories demonstrate the impact of effective leadership and systems.Timestamps00:00 Started working at In-N-Out for family.03:43 The handshake matters more than the roast.07:10 Seeking energetic, young, fun brands constantly excites.12:22 Opening earlier increased sales by $2 million.15:15 Successful career built on a proven formula.18:41 Coaching tailored to various client needs.20:07 Quick improvements for restaurants to improve operations.25:02 Coaches provide valuable guidance and accountability.27:28 What does working with Sam entail?31:24 Online courses for restaurant management career growth.
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About the Episode
In this conversation, Matt Plapp, CEO of America's Best Restaurants and Dryver, shares his extensive experience in restaurant marketing, discussing the evolution from traditional to digital marketing strategies.
He emphasizes the importance of storytelling, customer engagement, and building a strong customer database. Matt also highlights the challenges faced by restaurant owners, particularly in adopting new technologies and marketing strategies, and offers practical advice for improving restaurant sales and customer loyalty.
TakeawaysMatt Plapp started his journey in traditional media before focusing on restaurant marketing.America's Best Restaurants aims to highlight unique stories of local restaurants.Digital marketing has transformed how restaurants engage with customers.Restaurant owners often struggle with time management, impacting their marketing efforts.Creating irresistible offers can significantly increase customer engagement.Storytelling is a powerful tool for restaurants to connect with their audience.Many restaurants are still behind in adopting technology for operations and marketing.Building a customer database is crucial for long-term success in the restaurant industry.Consistency in marketing efforts leads to better customer retention and engagement.Matt emphasizes the importance of using customer data to drive marketing strategies.Timestamps00:00 Engage and capture walk-in restaurant customers' data.04:41 Friends' efforts led to business skill shift.07:55 Nike's wealth contrasts local restaurants' immigrant stories.09:38 Create media on restaurants, sharing owners' stories.13:10 Visionary branding strategy for independent restaurant marketing.17:54 Guess the jar amount, enter competition, collect data.21:45 Improve marketing; avoid repetitive digital content.25:20 Be genuine; share stories, not just selling.26:56 Focus on consistent output over view counts.31:03 Seeking tools for engagement-driven data and sales.33:13 Spoke at conference about restaurant marketing books.35:33 Fragmented restaurant data systems lack integration.41:02 People choose cheap, unreliable solutions due to time constraints.42:40 Cook caught stealing steaks from restaurant dumpster.45:36 Engage restaurant visitors with personalized offers.49:52 Gym partner later sold companies for millions.51:19 Effective data use boosts customer business engagement.
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About the Episode
In this conversation, Olga Lopategui, founder of Restaurant Loyalty Specialists, shares her journey from corporate roles in international marketing to establishing her own consulting firm focused on restaurant loyalty programs.
She discusses the common pitfalls restaurants face when implementing loyalty programs, the evolution of these programs over the years, and the impact of third-party platforms on customer loyalty.
Finally, Olga emphasizes the importance of understanding customer data, key metrics for success, and the future trends in restaurant loyalty, including the integration of AI for better segmentation and analytics.
TakeawaysOlga transitioned from corporate roles to consulting due to family commitments.Restaurant Loyalty Specialists focuses on helping chains optimize their loyalty programs.Common mistakes include neglecting ongoing management of loyalty programs.Loyalty programs have become more accessible to smaller chains over the years.Third-party platforms complicate the loyalty landscape for restaurants.Individual venues should focus on email marketing and in-store acquisition.Olga's passion for food drives her work in the restaurant industry.Consulting is tailored to the specific needs of restaurant chains.Key metrics for loyalty success include participation rates and spend lift.AI will play a significant role in the future of loyalty programs.Timestamps00:00 Impressive career led to founding own company.04:22 Clients seek help evaluating loyalty program effectiveness.06:59 Specialize in restaurant chains, knowledgeable about operations.11:25 Brands often misjudge CRM software for growth.15:11 Third-party platforms have minimal overlap with guests.17:01 Promote first-party ordering on all packaging.22:47 Restaurants make cities special and memorable.26:15 Each platform suits different business needs.29:23 Loyalty guests prioritize value, expecting brand discounts.33:00 Focus on product preferences and consumption patterns.35:38 AI enhancing segmentation through generative improvements.37:52 Email for updates on restaurant loyalty news.
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About the Episode
In this engaging discussion, Scot shares his methodologies in concept development, emphasizing market research and unique positioning, like the creation of a Persian and Eastern Mediterranean concept for a historic British manor house hotel. He advocates for pushing boundaries, tackling implementation challenges, and ensuring operational efficiency.
Scot and Angelo explore the intricacies of hotel operations, financial oversight, and the implementation of inventory systems. They also touch on the benefits of real-world validation of strategies and the importance of personalized experiences, particularly for Gen Z consumers.
This episode is packed with practical insights and recommendations for industry adaptation, including the use of modern technology and authentic content marketing. Get ready to gain valuable knowledge from these seasoned professionals and learn about the dynamic future of the hospitality sector! Tune in to EP 55 of Wisking It All Podcast now.
TakeawaysAuden Hospitality focuses on food and beverage consultancy for hotels.Scot's journey into hospitality began with a job at 16.Cultural differences significantly impact hospitality practices.Hotels need to adapt to the evolving food and beverage landscape.Independent restaurants are more agile than hotels in operations.Consultancy should involve implementation, not just strategy.Tech innovations can streamline operations and enhance guest experiences.Personalized experiences are crucial for attracting Gen Z consumers.Investing in videography can drive restaurant bookings.Future trends in hospitality will focus on unique experiences.Timestamps00:00 Best-paying job inspired hospitality industry passion.03:44 Worked in 14 countries, learned to listen.08:37 Emirates' streamlined process exemplifies outstanding hospitality.10:46 Hotels were primary meeting spots before remote work.14:20 Industries must adapt to prevent disruption, requiring innovation.17:23 Hotels' food and beverage running at a loss.19:40 Lost passion for brand-building; left job without plan.24:17 Your oldest friend offers trustworthy, exceptional support.29:02 Aligning data with observations to identify issues.29:56 Align purchasing, automate processes, define concepts for improvement.34:19 Arden team excels in operational implementation and support.36:35 We handle recipe setup for our clients.42:29 Focus on controllable metrics, not rigid budgets.45:24 Tech automates tasks, freeing teams for efficiency.48:26 Equipment improves workflow, consistency, and operational efficiency.50:22 Gen Z consumers value personalized, experiential, local stays.53:21 Follow LinkedIn profile; listen to "Hospitality Huddles" podcast.
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About the Episode
Jay Ashton, hospitality and food service business coach and consultant, discusses the evolution of the restaurant industry and the challenges faced by restaurateurs. He shares his personal journey in the industry and how it saved him from a chaotic upbringing. Jay also explores notable trends in the restaurant space, such as the impact of the internet and the rise of AI.
Moreover, he emphasizes the need for restaurants to adapt to new technologies and explore additional revenue streams to increase profitability. Jay suggests innovative ideas like advertising in drive-throughs and co-branding partnerships to generate more income. In this conversation, Jay Ashton, known as Canada's restaurant guy, discusses the importance of thinking outside the box in the restaurant industry. He shares innovative ideas such as co-branding with other businesses, implementing subscription models, and creating unique dining experiences.
Finally, Jay gave importance of the need for restaurants to challenge the status quo and find new ways to engage customers. He also talks about his upcoming book, 'Alone in Hospitality,' which explores the challenges and experiences of being in the restaurant industry.
TakeawaysThe restaurant industry has undergone significant changes, driven by factors such as the internet and AI.Restaurateurs need to adapt to new technologies and explore additional revenue streams to increase profitability.Innovative ideas like advertising in drive-throughs and co-branding partnerships can generate additional income.The human element in the restaurant industry can be a challenge, and AI may play a role in removing human interference and improving efficiency.Full-service restaurants may become more focused on special occasions, while QSRs and fast-casual establishments may leverage automation and AI to streamline operations. Thinking outside the box is crucial in the restaurant industry to stay innovative and competitive.Co-branding with other businesses can create new opportunities and generate additional income.Subscription models for restaurants can be a successful and profitable strategy.Creating unique dining experiences can attract customers and set a restaurant apart from competitors.Challenging the status quo and embracing innovation is essential for long-term success in the industry.Timestamps00:00 Introduction and Background02:30 What Got Jay Ashton into the Restaurant Industry07:17 Notable Trends in the Restaurant Space11:08 Challenges and Opportunities for Restaurants17:23 The Role of AI in the Restaurant Industry19:12 The Future of Full-Service and QSR Restaurants28:16 Exploring Additional Revenue Streams31:08 Innovative Ideas for Increasing Profitability33:01 Thinking outside the box in the restaurant industry43:46 The concept of paying people to eat at a restaurant48:52 Creating unique dining experiences56:03 Challenging the status quo in the restaurant industry01:00:23 Alone in Hospitality: Exploring the challenges and experiences of the restaurant industry
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About the Episode
Olivier Rassinoux, Vice President of Restaurant and Bar at Patina Restaurant Group, discusses his background and the operations of the restaurant group. The group owns 30 restaurants with different concepts and is owned by Delaware North. They have a significant business with Disney and also operate in New York, Boston, and Southern California. Olivier shares his journey in the hospitality industry, starting as a line cook and working his way up.
He emphasizes the importance of travel and gaining experience, as well as finding mentors and building relationships. Olivier also talks about the challenge of maintaining consistency across a diverse portfolio of restaurants and the importance of trust and delegation. In this conversation, Olivier Rassinoux, discusses the challenges and opportunities in the restaurant industry. He emphasizes the importance of innovation and creativity while maintaining operational efficiency.
Rassinoux also shares his thoughts on the future of full-service restaurants and the need for human connection in a tech-driven world. He highlights the rewarding aspect of seeing teams grow and succeed and offers advice for aspiring restaurateurs. Rassinoux mentions upcoming projects and expansions for Patina Restaurant Group.
TakeawaysTravel and gain experience in different locations to broaden your skills and perspective in the hospitality industry.Find mentors and build relationships with experienced professionals who can guide and support your career growth.Trust and delegation are key to managing a diverse portfolio of restaurants and maintaining consistency.Share knowledge and collaborate with other restaurants in the industry to create a thriving community. Innovation and creativity are essential in the restaurant industry, but it's important to balance them with operational efficiency.Full-service restaurants may become more valuable in a tech-driven world as people seek human connection and unique experiences.The success of a restaurant depends on many factors, including the quality of food, service, and overall guest experience.Building strong teams and seeing their growth and success is a rewarding aspect of a career in the restaurant industry.Taking risks and being open to new ideas is crucial for success in the industry.Patina Restaurant Group has exciting projects and expansions in the pipeline, including the launch of an American Brasserie concept.Timestamps00:00 Chef's child to culinary career across locations.05:13 Travel for work when young; invaluable experience.07:43 Mentors are important; don't hesitate to ask.10:56 Tell us about your top-rated steakhouse, please.15:54 Empowerment shifts leadership from directive to supportive.18:52 Innovation requires questioning and pushing traditional boundaries.21:54 Emerging hybrid restaurant genre blends service levels.24:11 Full service becomes valuable as it rarifies.28:45 Innovate, share items to manage production efficiently.30:52 Many factors influence memorable restaurant experiences.35:46 Motivated managers improve overall employee and guest experience.38:39 Celebrate growth; maintain connections; travel often; reminisce.40:15 Global operations, new website, reach out anytime.
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About the Episode
In this episode, we’ll explore how GiftAMeal transforms everyday dining experiences into opportunities for generosity, with a stunning milestone of 2 million meals donated to food banks. We'll discuss the metrics and emotional connections that drive customer loyalty and behavior, and reveal how restaurants—from local spots to national chains—are integrating this initiative to make a positive impact.
Andrew will share insights on the challenges and triumphs of scaling GiftAMeal, the strategic importance of social media marketing, and future plans to expand their mission. If you’re in the restaurant industry or just passionate about social good, this episode is packed with valuable information and heartwarming stories. So, join us as we WISK it all together with Andrew Glantz on "WISKing It All!"
TakeawaysGiftAMeal is a platform that allows restaurants to engage with their community and customers by making a donation to a local food bank for every photo taken by a guest.The program has reached 2 million meals donated and has shown positive impacts on customer loyalty, satisfaction, and online reviews.Restaurants can integrate GiftAMeal into their own mobile apps and utilize user-generated content for marketing purposes.Joining GiftAMeal is a quick and easy process, and there are plans to expand the program to support more restaurants and causes.Timestamps00:00 Entrepreneurial, social impact journeys merge through business.03:16 Integrated entrepreneurship, social impact, and emotional-branding for restaurants.09:06 GiftAMeal fosters emotional connection, boosting guest loyalty.11:11 Marketing often deprioritized due to restaurant challenges.15:20 User-generated content aids restaurant marketing and feedback.18:22 GiftAMeal suits quick, casual dining, coffee shops.21:52 Quick sign-up for customized promo materials, fast launch.25:25 Recording and sharing uplifting restaurant customer stories.29:08 Exploring technology to enhance restaurant social responsibility.31:13 Visit GiftAMeal.com for partnership and demo information.
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About the Episode
Abhinav Kapur, co-founder and CEO of Bikky, discusses the customer data platform for restaurants and the importance of understanding guest behavior. Bikky pulls in data from various sources, such as point of sale, payments, online ordering, reservations, and loyalty, to help restaurants gain insights into their customers.
Kapur shares his journey of transitioning from finance to the restaurant industry and the inspiration behind starting Bikky. He also emphasizes the need for actionable data and the challenges of cutting through the noise in the restaurant tech space. Bikky recently raised $8 million in a Series A funding round and plans to invest in product development and scaling the business.So, whether you run a quick service spot or a casual dining joint, this episode has some golden nuggets to boost your game. Grab your headphones and let’s get into it!
TakeawaysBikky is a customer data platform for restaurants that helps them understand guest behavior and make data-driven decisions.Restaurants need actionable data to strategically grow their businesses and improve customer experiences.The restaurant industry is transitioning to digital, and there is a need for tools and resources to leverage the data generated.Choosing best-of-breed solutions that address specific pain points can be more effective than all-in-one systems.Raising prices can have an impact on customer frequency and behavior, and digital penetration in the restaurant industry is still growing.Timestamps00:00 Introduction and Background of Bikky02:05 The Importance of Understanding Guest Behavior04:23 Realizing potential in restaurant business through data.05:51 Abhinav Kapur's Journey from Finance to the Restaurant Industry08:43 Marketing automation for restaurants leveraging first-party data.09:13 Challenges of Restaurant Tech and Cutting Through the Noise12:53 Evaluating new menu items for customer impact.14:45 Bikky's Biggest Challenge16:16 Ecosystem changes, messaging importance in restaurant technology.20:55 Bikky Raises $8 Million in Series A Funding23:08 Bikky's Target Costumers: QSR and Fast Casual25:25 Credit card token tracks guest information.26:33 Accelerating investment in product, team, and market.28:18 Aggressive pricing impacts restaurant customer frequency negatively.31:15 Where to find Abhinav Kapur and Bikky
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About the Episode
Welcome to Episode 50 of the Wisking It All Podcast! Today, we're thrilled to have Branden Mcrill, co-founder, and CEO of Five Out, join us for an insightful discussion on the universal challenges within the restaurant industry. With over 26 years of hospitality experience, Branden dives deep into the critical aspects of achieving profitability through labor and purchasing optimization.
We'll explore his journey from humble beginnings parking cars and washing dishes, to working at prestigious restaurants like Alinea and eventually launching Five Out—a cutting-edge AI and machine learning solution revolutionizing restaurant operations. Learn how Five Out's automation software is helping restaurants streamline labor budgets, prep, and purchasing to enhance guest satisfaction and profitability.
Branden also shares valuable lessons from his extensive career, stresses the importance of balancing guest experience with business economics, and discusses the future of AI in the restaurant industry. Whether you're a restaurant owner, manager, or enthusiast, this episode offers a wealth of knowledge on optimizing operations and harnessing the power of technology in hospitality. Stay tuned for this enlightening conversation!
TakeawaysFiveOut is an automation solution for the restaurant industry that uses machine learning models to optimize labor budgets, prep, and purchase volumes.The typical customer profile is QSR and FSR restaurants, particularly those at the higher end of the SMB and mid-market sectors.The onboarding process is streamlined and automated, requiring only integration with the point of sale system.The platform provides automated labor budgets, prep lists, and purchase orders, reducing the need for manual data entry and improving efficiency. Restaurants should measure success across multiple metrics, not just profitability.Automating labor budgeting and scheduling can help restaurants deploy the right budget at the right time.Sensitivity is crucial in inventory management to ensure the right amount of stock without any shortfall.AI and automation are transforming the restaurant industry, with robots and automation being used for various tasks.5-Out aims to become a comprehensive solution for scheduling, prep, and purchase automation.Timestamps00:00 Introduction and Background
02:05 Starting 5-Out and the Need for Automation
08:09 Branden's Journey in the Restaurant Industry
10:29 Forecasted Revenue Using Algorithms
12:01 Transitioning to Software and AI
14:29 Refining Software Focus Towards QSR FSR Restaurants
18:23 Efficient Tech Setup Vital for Restaurant Success
20:39 Historical Sales Data is All We Need
25:11 Optimizing Staff Levels for Improved Service Efficiency
27:26 Restaurant Labor Scheduling: Time, Cost, Productivity Data
30:43 True AI is Automation, But We Need Humans
32:06 Success Not Celebrated, Errors Draw Attention. Consistency Valued
36:34 The Importance of Sensitivity in Inventory Management
40:41 The Role of AI and Automation in Restaurants
44:28 The Future of 5-Out: Scheduling, Prep, and Purchase Automation
48:07 Where to Find 5-Out
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About the Episode
Cameron Rowe, the founder of Hover, discusses the drone delivery startup and its focus on last-mile food delivery. He shares his background in the drone space and how he transitioned from doing real estate photography to starting Hover.
Cameron also talks about his experience with Techstars and appearing on Dragon's Den (the Canadian version of Shark Tank). He explains the challenges of obtaining permits and licenses for drone delivery and the importance of targeting locked markets.
Moreover, the user experience involves ordering through delivery apps or directly from restaurants, with plans to integrate with partners in the future. Hover is a drone delivery company that focuses on delivering food and other items to hard-to-reach areas. They primarily serve the Toronto Islands and other locked areas where it is difficult to access by traditional means. Their typical customers are those who want the convenience of food delivery in these areas and are willing to pay a premium for it.
Finally, Hover is also exploring boat delivery in areas like Miami and cargo ship delivery using larger drones. They are focused on scalability and ensuring that what they deliver is meaningful and reasonably priced for customers.
Keywordsdrone delivery, last-mile delivery, food delivery, startup, Techstars, Dragon's Den, permits, licenses, locked markets, user experience, drone delivery, food delivery, hard-to-reach areas, Toronto Islands, boat delivery, cargo ship delivery, scalability
takeawaysHover is a drone delivery startup focused on last-mile food delivery.Cameron Rowe transitioned from doing real estate photography to starting Hover.Techstars and Dragon's Den provided valuable opportunities and credibility for Hover.Obtaining permits and licenses is a challenge in the drone delivery space.Hover targets locked markets where traditional delivery methods fall short.The user experience involves ordering through delivery apps or directly from restaurants, with plans to integrate with partners in the future. Hover specializes in drone delivery to hard-to-reach areas, primarily serving the Toronto Islands.Their typical customers are those who want the convenience of food delivery in these areas and are willing to pay a premium for it.Hover is exploring boat delivery in areas like Miami and cargo ship delivery using larger drones.Scalability and reasonable pricing are key considerations for Hover as they expand their delivery services.Timestamps00:00 Introduction to Hover and Cameron Rowe02:20 Cameron Rowe's Background and Inspiration for Hover04:16 Techstars and Dragon's Den Experience07:04 Reality TV Pitch, Practiced, Nervous, Personalized Answers11:18 The Impact After the Show12:54 Targeting Locked Markets for Success14:22 Progress from Real Estate to Drone Deliveries17:00 The User Experience: Ordering and Delivery19:30 Drone Delivery Challenges20:30 High Delivery Costs Impact Customer Behavior in Toronto22:09 Seek Repeatable Opportunities, Assess Promo Value Impact24:32 How Storytelling Impacts the Business26:44 Distribution and Scalability28:36 Unmanned Traffic Management31:43 Detect Noncompliant Drones, Ensure Communication and Autonomy33:42 Exciting Mindset Shift, Meeting Phenomenal People35:25 Learning Curve and Personal Development37:28 In your Mid-Twenties, Learn and Grow Constantly39:23 Plugs and Future Expansion41:12 Plugs and Future Expansion
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About the Episode
Mehdi Zarhloul, CEO of Crazy Pita Restaurant Group, shares his journey from working in restaurants as a teenager to opening his own Mediterranean restaurant chain. He discusses the challenges and successes he experienced along the way, including the impact of the COVID-19 pandemic.
Moreover, Mehdi also talks about the importance of technology in his business, including the use of virtual cashiers and AI for scheduling and inventory management. Mehdi Zarhloul, the founder of Crazy Pita, shares his insights on running a successful restaurant business and the importance of creating a memorable customer experience.
Finally, he emphasizes the value of using technology to streamline operations and connect with customers. Mehdi also discusses his decision to start franchising and his vision for expanding his brand. He highlights the importance of building a strong team and having a clear strategy in place. Mehdi's passion for hospitality and creating lasting memories shines through in his approach to business.
TakeawaysMehdi Zarhloul started Crazy Pita Restaurant Group after gaining experience in the restaurant industry and being inspired by his love for Mediterranean cuisine.The COVID-19 pandemic forced the restaurant to adapt and focus more on takeout and delivery, leading to the creation of additional concepts within the brand.Technology played a crucial role in the restaurant's operations, including the use of virtual cashiers and AI for scheduling and inventory management.Mehdi emphasizes the importance of creating an ecosystem that is customer-centric and connected to both employees and guests. Use technology to streamline operations and connect with customersFranchising can be a way to expand your brand and create a legacyBuilding a strong team and having a clear strategy are key to successFocus on creating a memorable customer experience and building lasting connectionsTimestamps00:00 Introduction and Background05:01 Transition from Four Seasons to Entrepreneurship07:24 Creating pita shop with unique Middle Eastern flavors10:15 Economic challenges led to demand for fast casual13:41 Consider downsizing to focus on takeout options15:39 Embracing Technology in the Restaurant Industry17:02 The Role of Virtual Cashiers and AI21:09 Franchising program offers easy restaurant operation system22:08 Creating a Customer-Centric Ecosystem26:04 Building a Strong Team and Having a Clear Strategy27:46 Creating Memorable Customer Experiences and Lasting Connections29:26 Creating priceless hospitality through kindness and training34:16 Focus on People and Product36:18 Expanding the Brand and Future Plans
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About the Episode
Shereen shares her insights on the importance of integrating feedback channels and trend analysis in online reviews, and how Akira's platform helps businesses manage their online presence effectively. She discusses the development of conversational data and how AI can provide unique insights on customer feedback, identifying exceptional experiences and key themes.
Throughout the conversation, Shereen emphasizes the significance of using natural language and storytelling when conveying data insights to help people understand and take action. She also shares her experience at McDonald's and how it shaped her approach to customer service and continuous improvement.
Angelo Esposito, our host, engages in a thought-provoking discussion with Shereen about the transition from reactive to proactive approaches in business and the importance of showing up for customers and implementing their feedback quickly.
Tune in to learn more about Akira's target market, their transparent pricing strategy, and their future plans to continue serving customers and helping brands grow. Don't miss this informative episode filled with valuable insights on reputation management and data-driven decision-making in the hospitality industry!
takeawaysAkira simplifies reputation management and delivers prescriptive insights to help businesses improve.They focus on better storytelling with data and aim to start conversations that might not have been started otherwise.Akira works with multi-concept, multi-brand, and multi-unit establishments, providing insights on ratings, sentiment, and customer retention.The founders emphasize the importance of storytelling and natural language communication in presenting data to customers. Akira analyzes customer feedback to identify key themes and sub-themes.They prioritize feedback based on sentiment scores and prevalence of themes.Akira offers a unified inbox to consolidate feedback from various channels.The platform provides AI-powered analysis and escalation of feedback.They can generate auto-responses or allow for manual responses based on workflow rules.Akira helps businesses manage and update their listings for accurate and consistent information.Their ideal customers are multi-brand, multi-unit businesses.Akira's future plans involve continued growth and helping brands improve through feedback analysis.****Timestamps00:00 Introduction and Pronunciation04:30 Working with Multi-Concept, Multi-Brand, and Multi-Unit Establishments07:56 The Importance of Storytelling with Data09:58 Lessons Learned from Early Customers12:05 Transition from reactive to proactive is rewarding14:29 Advised against Salesforce, emphasized storytelling for operators16:16 First Paying Customer and Key Learnings19:23 Developing conversational data for easy operator queries21:10 Introduction to Key Themes and Sub-Themes23:51 The Benefits of a Unified Inbox26:17 Motivating Improvement through Feedback Measurement29:19 AI Analysis and Prioritization of Feedback32:13 The Importance of Direct Feedback and Listing Management34:08 Google reviews show customer feedback challenges39:50 Opinionated about syndication to important listing directories41:25 Developing go-to-market strategy for Akira's popcorn43:08 Targeting Multi-Brand, Multi-Unit Businesses44:15 Future Plans for Akira
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About the episode
Monte Silva, an owner and restaurant executive coach with over 25 years of experience in the hospitality industry, shares his journey from starting as a dishwasher at the age of 15 to eventually transitioning into restaurant management, operations, and coaching. He emphasizes the importance of creating a perfect business model that encompasses exceptional service, hospitality, product, brand, sales growth, profitability, and culture to achieve success in the restaurant industry.
Throughout the episode, Monte and Angelo delve into the common challenges faced by the restaurant industry, such as labor market shifts, supply chain issues, and inflation. They also discuss the significance of valuing employees, considering them as assets rather than liabilities, and setting realistic yet challenging goals to drive top-line revenue.
Monte also introduces his upcoming book, "Shift Happens," which focuses on changing mindsets and beliefs in the restaurant industry. The book, set to be released in August, will be available in 14 languages and offer various formats, including Kindle, audiobook, and journal.
Join us as we explore the world of restaurant success with Monte Silva, and discover valuable insights and strategies to help your business thrive in the ever-changing hospitality industry. Don't forget to check out Monte's podcast, Restaurant Success Club, and his weekly newsletter, Restaurant Success Newsletter, on LinkedIn for more great content!
TakeawaysValuing and investing in employees is crucial for creating a positive work culture and retaining talent.Shifting focus from percentages to driving top-line revenue can lead to greater profitability.Common challenges in the restaurant industry include the labor market, supply chain issues, and inflation.Silva's upcoming book, 'Shift Happens,' explores mindset shifts and strategies for success in the new economy. Establish a strong brand and set aggressive but fair goalsCreate attainable yet challenging goals that require effort from the teamInvest in scalable systems and build a strong teamAlways be proactive in hiring and developing employeesInvest in growth opportunitiesCreate a perfect box with excellent service, a great product, a strong brand, and a positive cultureTimestamps00:00 - Introduction01:31 - Getting Started in the Hospitality Industry03:45 - Transition to Coaching and Founding Monte Silva Coaching08:56 - Does Establishment Types Matter?10:37 - Challenges Faced by Restaurant Owners14:12 - Upcoming Book: 'Shift Happens'15:17 - Value perception, labor cost, employee retention strategy19:32 - Focus on results, not just percentages.23:53 - Advice on prioritizing goals with limited resources26:17 - Creating Attainable Yet Challenging Goals28:45 - Investing in Scalable Systems and Building a Strong Team31:20 - Being Proactive in Hiring and Developing Employees33:27 - Scaling American diner needs management and training36:37 - Key to success in restaurant industry: Perfect box40:05 - What's next to Monte Silva Coaching
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About the episode
Harold Isaac Walters, CEO and co-founder of Shootz, shares his journey in the food and beverage industry. Shootz is a Hawaiian Asian fusion restaurant that specializes in fried chicken katsu. Harold's background in tech and e-commerce influenced his approach to running Shootz, focusing on data collection and digital marketing.
He emphasizes the importance of having a solid tech stack, starting with a POS system and then incorporating tools for COGS, labor, loyalty, and marketing. Harold also discusses the challenges and lessons learned in scaling the business, including the importance of having a solid model, prime cost management, and a strong culture.
Harold Walters also shares insights on scaling a restaurant business. He emphasizes the importance of focusing on what works and doubling down on successful aspects of the business. He also highlights the challenges of incorporating technology into operations and advises being mindful of the costs and potential complications.
Walters discusses the shift in his vision for Shootz, from aiming for a $100 million exit to aspiring to become a billion-dollar brand with 100 locations by 2029. He emphasizes the need to define the vision and create an environment for growth within the company.
TakeawaysHaving a solid tech stack is crucial for running a successful restaurant, starting with a POS system and then incorporating tools for COGS, labor, loyalty, and marketing.Data collection and digital marketing are essential for restaurant success, especially in the digital age.Scaling a restaurant requires careful consideration of prime cost management, building a strong culture, and making strategic decisions about locations and menu offerings.Having a clean slate and a willingness to learn can be an advantage when entering the food and beverage industry, as it allows for fresh perspectives and open-mindedness.Profitability is key in the restaurant industry, and all decisions should ultimately contribute to the bottom line. Identify what is working in your business and double down on those aspects for greater success.Be mindful of the costs and potential complications of incorporating technology into your operations.Define a clear vision for your business and create an environment for growth.Reverse engineer your goals and work backwards to determine the necessary steps to achieve them.Timestamps00:00 Introduction and Background01:35 What is Shootz?04:06 Applying E-commerce Experience to Shoots07:12 Learning about and choosing restaurant tech platforms11:26 Questioning restaurant owner on marketing tech stack16:18 Order of priorities in business expansion22:30 Analyze top sellers, focus on profitability, scalability23:40 Tech isn't a solution to all problems25:27 Navigating the Challenges of Technology29:11 From a $100 Million Exit to a Billion-Dollar Brand33:06 Importance of clear, authentic, and big vision37:35 Theming days for productivity and focus40:10 Refining operations, technology, and vision for growth42:50 Where to find Shootz and Harold Isaac Walters
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About the Episode
In this conversation, Angelo Esposito interviews John Florinis, EVP Product at MealTicket, about his journey in the fintech and payments industry and the evolution of restaurant technology. They discuss the importance of POS, inventory management, and labor management in the restaurant tech stack. They also explore the challenges of implementing back-of-house solutions and the need for professional services to assist operators.
This episode touch on the potential future trends in restaurant technology, including tighter integration with accounting systems and the use of AI for efficiency gains. John emphasizes the goal of helping restaurants become more profitable and saving them time to focus on what they love. John Florinis discusses the importance of understanding the needs of food distributors and suppliers in the food service industry. He highlights the challenges of managing rebates and incentives for distributors and the role of technology in optimizing their businesses.
Florinis also emphasizes the need for organizational alignment and customer impact when prioritizing product features and enhancements. He shares insights on crisis management during the COVID-19 pandemic and the resiliency of the industry. Finally, he advises early-career professionals to stay open to new ideas, build a broad network, and understand the evolving needs of customers.
TakeawaysPOS, inventory management, and labor management are crucial components of the restaurant tech stack.Implementing back-of-house solutions can be challenging, and professional services can provide assistance.Future trends in restaurant technology may include tighter integration with accounting systems and the use of AI for efficiency gains.The goal of restaurant technology is to help restaurants become more profitable and save time for operators. Understanding the needs of food distributors and suppliers is crucial in the food service industry.Managing rebates and incentives for distributors is a complex task that can be optimized with technology.Organizational alignment and customer impact should be considered when prioritizing product features and enhancements.Crisis management during the COVID-19 pandemic required a focus on helping the industry navigate uncertain times.Building resiliency and adapting to changing circumstances is essential for the hospitality industry.Early-career professionals should stay open to new ideas, build a broad network, and understand evolving customer needs.Timestamps*Timestamps*00:00 Introduction and Background
02:21 Meal Ticket: Helping Stakeholders in the Food Service Value Chain
04:24 John's Journey from Banking to Restaurant Tech
07:57 The Evolution of Restaurant Technology
13:06 Building a Successful Restaurant Tech Stack
22:42 The Future of Restaurant Technology
24:12 Converting Pen and Paper Users to Digital Solutions
25:02 Exciting Trends in Restaurant Technology
25:51 Understanding the Needs of Food Distributors and Suppliers
28:45 Optimizing Businesses through Rebate Management
31:49 Prioritizing Product Features and Enhancements
35:23 Navigating Crisis Management during COVID-19
42:26 Building Resiliency in the Hospitality Industry
48:22 Lessons for Early-Career Professionals
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About the Episode
Stephanie Olson, the Founder and Campaign Director of RestauWant, discusses the inspiration behind founding RestauWant and how her journey began in the hospitality industry.
RestauWant offers full-service digital marketing solutions for restaurants, with a focus on optimizing ad spend and creating compelling storytelling campaigns. They help restaurants increase revenue by incorporating different event types, upselling, and diversifying campaigns.
Stephanie emphasizes the importance of integrating all marketing efforts and tracking the performance of ads to ensure cost-effectiveness. She also highlights the role of photography and video in capturing attention and conveying the unique value of a restaurant. Looking ahead, RestauWant is excited to work with new restaurants, grow their team, and continue making a difference in the industry.
TakeawaysRestauWant offers full-service digital marketing solutions for restaurants, focusing on optimizing ad spend and creating compelling storytelling campaigns.Integrating all marketing efforts and tracking the performance of ads is crucial for cost-effectiveness and revenue growth.Photography and video play a significant role in capturing attention and conveying the unique value of a restaurant.RestauWant is excited to work with new restaurants, grow their team, and continue making a difference in the industry.Timestamps*Timestamps*
00:00 Introduction01:22 Inspiration behind RestauWant04:00 What RestuaWant works on05:54 Integrating the art of story-telling to video strategy08:17 Focusing revenue by incorporating marketing campaigns14:24 Creating Efficient and Effective Marketing Strategies20:55 Competing for restaurant customers with creative advertising23:51 The Importance of Moments of Truth in the Restaurant Industry25:35 Managing reputation by encouraging positive reviews online29:02 Staying Up-to-Date with Marketing Trends in the Hospitality Sector30:35 Advice for Improving Online Visibility and Engagement32:46 The Role of Photography34:48 Future Trends in Digital Marketing for Restaurants36:06 Dream marketing campaign38:11 What's Next for RestauWant
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