Give an Ovation: The Restaurant Guest Experience Podcast

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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 shares how bartaco cultivates a unique atmosphere, blending concepts from lifestyle retail with dining to offer guests a memorable escape. He discusses the origins of bartaco, inspired by food trucks, and its focus on light, healthful fare.

We also delve into how Scott's team uses customer data to enhance guest satisfaction. Through incentivized surveys and a focus on welcoming first-time guests, they prioritize the emotional experience over sales numbers. Learn how technology plays a key role in making every visit to bartaco special.

Thanks Scott!

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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, highlighting the importance of a standout product. He discusses strategic celebrity endorsements, like Drake's, which boosted the brand's visibility, and much more.

Also tune in for some great insights on getting the most out of store openings.

We hope you enjoy - thanks, Jim!

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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 in the guest experience.

We also discuss integrating systems like Toast and kitchen displays to meet evolving customer expectations, alongside trends like upscale dining with vibrant atmospheres and off-premise dining.

Today's Ovation goes to you, Ricky!

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 accuracy, responsive service, and affordable tech solutions. Tune in for real-world advice on fostering a culture of genuine apologies and staff recognition. Get ready to elevate your guest experience and boost your bottom line.

Thanks, Brian!

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 are changing the way customers interact with restaurants and why building personal connections is crucial. Discover how brands like Chipotle keep customers loyal despite challenges like rising labor costs and changing preferences.

Thanks, Craig!

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 guests and keep them coming back for a lifetime.

This one's a marketing must-listen.

Thanks, Sergio!

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-weeds tactics, you'll love this episode.

Thanks, Dave!

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 this week and we learned how he's taken his experience as Senior Director of Global Strategy at Mcdonald's and turned it into real-world change as the COO of Protein Bar & Kitchen.

What stood out to us was the intelligent ways he uses customer data gathered by Ovation and Incentivio to provide a customized guest experience.

Today's Ovation goes to you, Jared!

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 Things"
• Matt's insights on building teams based on trust
• More

Thanks, Matt!

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, Josh!