Send us a text Flame Broiler isn’t just a restaurant; it's a thriving brand with deep roots in Korean cuisine and a strong commitment to guest experience. In this episode of Give an Ovation , we sit down with Christian Lee, the second-generation leader of Flame Broiler, to explore how his family's values and focus on fundamentals have shaped the brand's success. From Fullerton, California, to their expansion across multiple states, Christian shares how they’ve maintained consistency, honored the...
Sep 03, 2024•19 min•Ep. 325
Send us a text Curious about the secret sauce behind scaling a successful restaurant brand? Get ready to learn from Brandy Blackwell, VP Head of Marketing for Another Broken Egg Cafe, as she shares her journey from key roles at Tijuana Flats, McAlister's Deli, Dunkin', and Jimmy John's. Discover the essential elements of real estate, location, and adaptability that have propelled Another Broken Egg Cafe to over 100 units across 16 states. Brandy breaks down the importance of digital presence and...
Aug 23, 2024•18 min•Ep. 323
Send us a text 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, cleanliness, and hospitality in the guest experience while also highlighting his entrepreneurial journey from a young produce supplier to a successful restaurate...
Aug 19, 2024•19 min•Ep. 322
Send us a text 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. Learn how the peak-end rule can transform dissatisfied customers into loyal advocates through memorable final interactions. Hear real-world examples from Mar...
Aug 16, 2024•17 min•Ep. 321
Send us a text 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 personal history in the industry, Jill shows us why investing in your employees is the secret sauce to exceptional customer service. She uncovers the pitfalls of "...
Aug 14, 2024•16 min•Ep. 320
Send us a text 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 challenging business deal and the invaluable advice his father imparted about embracing failure. Through his personal anecdotes, Perry emphasizes the importance of humi...
Aug 08, 2024•22 min•Ep. 319
Send us a text 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, building strong relationships, fostering a positive work environment, and responding effectively to guest feedback. Tune in to learn how these strategies can transfor...
Aug 06, 2024•24 min•Ep. 318
Send us a text 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 seafood, hospitality, and overcoming adversity. Learn how this family business evolved into a culinary icon through innovation, customer-centricity, and storytellin...
Aug 01, 2024•25 min•Ep. 317
Send us a text 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, maintaining a consistent restaurant presence, and the transformative power of creating unforgettable moments for guests. We also uncover the magic behind Ovation's feed...
Jul 29, 2024•18 min•Ep. 316
Send us a text 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. Learn about the importance of clarity, prioritization, and a relentless focus on guest and employee experiences. Thanks, Matt!...
Jul 25, 2024•17 min•Ep. 315
Send us a text 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, George!
Jul 23, 2024•27 min•Ep. 314
Send us a text 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 creating sincere guest interactions. We also shed light on the challenges small, family-run restaurants face when expanding, stressing the importance of embeddin...
Jul 18, 2024•22 min•Ep. 313
Send us a text 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 to four times a year can keep your pizzeria at the forefront of customers' minds, fostering repeat business and steady sales growth. Learn how to blend tradit...
Jul 15, 2024•17 min•Ep. 312
Send us a text 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 consistency, culture, and authenticity in creating exceptional guest experiences. Whether you're a small restaurant brand or a large chain, Andy’s advice on bui...
Jul 11, 2024•17 min•Ep. 311
Send us a text 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 but impactful gestures that elevate the guest experience. From leveraging technology to personalized communication, Marlo discusses strategies that can help re...
Jul 09, 2024•21 min•Ep. 310
Send us a text 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 experiences, and leveraging team dynamics to drive success. Tune in to learn strategies for balancing costs, increasing revenue, and creating memorable guest e...
Jul 03, 2024•24 min•Ep. 309
Send us a text 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 the powerful role of engagement managers. Tune in to learn how to enhance your guest experience and build stronger connections with your team and customers. Tha...
Jul 01, 2024•24 min•Ep. 308
Send us a text 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 challenges and opportunities faced by operators today. We dive into the importance of staffing, how efficiency can be a game-changer, and practical tactics for enha...
Jun 27, 2024•17 min•Ep. 307
Send us a text 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 shares her unique insights on building a successful restaurant brand, the importance of guest experience, and how to balance cautious legal strategies with entrepr...
Jun 24, 2024•16 min•Ep. 306
Send us a text 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 Oates sits down with the remarkable Solomon Choi, founder of 16 Handles and CEO of Jabba Brands. Solomon shares his journey of building and scaling 16 Handles, in...
Jun 18, 2024•26 min•Ep. 305
Send us a text 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 team have navigated turbulent times and emerged stronger than ever. From personal anecdotes to professional strategies, this episode is packed with wisdom and ...
Jun 17, 2024•17 min•Ep. 304
Send us a text 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 introducing exciting new options. He shares his philosophy on creating a frictionless guest experience, from the moment customers drive onto the lot to the time t...
Jun 13, 2024•13 min•Ep. 303
Send us a text 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 innovative strategies that have helped Crispy Cones thrive. Tune in to hear firsthand insights from an entrepreneur who went from the tank to the bank, landing a...
Jun 11, 2024•14 min•Ep. 302
Send us a text 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 aligning founders and financial partners, and the timeless principles of guest experience. Learn how to eliminate operational boulders and focus on what truly matte...
Jun 06, 2024•19 min•Ep. 301
Send us a text 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 process optimization and the role of technology in enhancing guest experiences. Tune in to learn about the best practices for maintaining customer loyalty, the impac...
Jun 03, 2024•23 min•Ep. 300
Send us a text 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 a market that had never heard of it to building a robust digital ordering and loyalty platform, Seth has some pretty sweet takes. Thanks, Seth!...
May 30, 2024•16 min•Ep. 299
Send us a text 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 customer loyalty. Discover how Natalie's strategic approach to operations and her dedication to a transparent and guest-centric philosophy have propelled Nekte...
May 28, 2024•15 min•Ep. 298
Send us a text 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 discusses the innovative strategies that set the Savannah Bananas apart in the sports world. Restaurant owners will gain valuable insights into adopting a fan-f...
May 23, 2024•22 min•Ep. 297
Send us a text 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 to continue rising. Thanks, Susie! Sponsored by Ovation - Actionable Guest Feedback. Visit ovationup.com....
May 21, 2024•17 min•Ep. 296
Send us a text 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. Nick also discusses the company's ethos, innovative loyalty programs, and franchisee onboarding process. Thanks, Nick!...
May 17, 2024•16 min•Ep. 295
