Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Send us Fan Mail 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...

Send us Fan Mail 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 creat...

Send us Fan Mail 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....

Send us Fan Mail 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 s...

Send us Fan Mail 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...

Send us Fan Mail 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...

Send us Fan Mail 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 rest...

Send us Fan Mail 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...

Send us Fan Mail 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...

Send us Fan Mail 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 philoso...

Send us Fan Mail 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 Con...

Send us Fan Mail 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 ti...

Send us Fan Mail 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 en...

Send us Fan Mail 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 bu...

Send us Fan Mail 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 s...

Send us Fan Mail 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 Sava...

Send us Fan Mail 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 O...

Send us Fan Mail 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, innov...

Send us Fan Mail 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 atmospher...

Send us Fan Mail 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 stando...

Send us Fan Mail 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 syst...

Send us Fan Mail 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 so...

Send us Fan Mail 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...

Send us Fan Mail 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 lifeti...

Send us Fan Mail 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.  Th...