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

Send us Fan MailPinky Cole, founder of Slutty Vegan, joins Zack Oates to share how bold branding, authenticity, and resilience built one of the most talked about restaurant concepts in the country. From creating a name that sparks conversation to navigating failure, debt, and rebuilding, Pinky breaks down what it really takes to grow a brand people connect with. Zack and Pinky discuss: Building a brand that stands out through controversy and creativity Why authenticity matters more than polish Lessons from raising $33M and scaling fast How failure reshapes better leaders Why the right team changes everything Balancing guest experience with profitabilityThanks, Pinky!Links:https://www.linkedin.com/in/pinky-cole-879696a6/https://www.linkedin.com/company/sluttyveganatl/https://sluttyveganatl.com/

Send us Fan MailZack Oates sits down with Melissa Doolin-Koehne of Elevate Four to talk about what actually moves the needle in today’s restaurant environment. With decades of experience across operations, data, and leadership, Melissa brings a grounded perspective on what still works.Zack and Melissa discuss: Why clarity around your value proposition matters more than ever The role of culture in driving guest experience Why investing in general managers delivers the highest ROI What tech companies get wrong when selling into restaurants How strong relationships shape long-term success in the industryThanks, Melissa!Links:https://www.linkedin.com/in/melissa-doolin-koehne/https://www.linkedin.com/company/elevate4/about/

Send us Fan MailZack Oates sits down with David Cole of i Fratelli Pizza to talk about building a restaurant brand that lasts. With nearly four decades in the business, David shares what it takes to grow from a small family operation to a multi-location brand while staying consistent.Zack and David discuss: Why relationships are the foundation of any successful business How complaint recovery builds stronger customer loyalty The shift from phone orders to digital and third-party delivery Simple but effective ways to follow up with guests What operators should consider when expanding locationsThanks, David!Links:https://www.linkedin.com/in/david-cole-73227537/https://www.linkedin.com/company/i-fratelli-pizza/about/https://ifratellipizza.com/

Send us Fan MailZack Oates sits down with Scott Shotter of Teriyaki Madness to break down what actually makes restaurant brands stand out. With experience leading iconic brands like Moe’s, Fuzzy’s Taco Shop, and Condado Tacos, Scott shares a practical perspective on building culture, simplifying operations, and creating experiences guests remember.Zack and Scott discuss: How to identify and protect your brand’s DNA Why simplicity leads to better guest experience The role of culture in scaling restaurant brands How to create memorable in-store experiences Ways to bring hospitality back in a digital-first worldThanks, Scott!Links:https://www.linkedin.com/in/linkedinscottshotter/https://www.linkedin.com/company/teriyaki-madness/about/http://www.teriyakimadness.com/

Send us Fan MailZack Oates sits down with Sterling Douglass of Chowly to talk about why AI adoption in restaurants is accelerating faster than any previous tech wave. After years of slow adoption across online ordering, POS, and delivery, operators are now leaning in and moving quickly.Zack and Sterling discuss: Why restaurants are embracing AI faster than past technology shifts How COVID changed the industry’s relationship with tech Practical ways to introduce AI into daily workflows Using guest feedback data to automatically detect and fix issues Why the first AI win changes everything for operatorsThanks, Sterling!Links:https://www.linkedin.com/in/sterlingddouglass/https://www.linkedin.com/company/chowlyinc/about/https://chowly.com/

Send us Fan MailZack Oates sits down with Jeff Galletly of Brooklyn Dumpling Shop to unpack what it really takes to scale a brand across both restaurants and retail. Jeff shares how the company has grown rapidly while improving guest experience, and why everything starts with getting the food right before anything else.Zack and Jeff discuss: Building Brooklyn Dumpling Shop across restaurants and CPG Why restaurants act as the “front porch” of the brand How improving food quality transformed guest ratings Balancing speed, accuracy, and consistency in operations Why great food is still the foundation of guest experienceThanks, Jeff!Links:https://www.linkedin.com/in/jeff-galletly-792b523/https://www.linkedin.com/company/brooklyndumplingshop/about/https://www.brooklyndumplingshop.com/

Send us Fan MailWill Stewart, Founder and CEO of RightWork, joins Zack Oates to explore how labor decisions directly shape the guest experience. With a background as a data scientist at Starbucks, Will brings a unique perspective on how restaurants can use data to make smarter operational decisions.Zack and Will discuss: Why labor should be seen as an investment, not just a cost How understaffing impacts both guests and employees The importance of scheduling with more granular data Why every location requires a different labor strategy How to balance profitability with guest experience Ways to scale consistency across multiple locationsThanks, Will!Links:https://www.linkedin.com/in/will-stewart-23339b66/https://www.linkedin.com/company/rightwork-inc/about/https://right.work/

Send us Fan MailZack Oates sits down with Kevin Boehm of Boka Restaurant Group to explore the mindset behind building one of the most respected hospitality groups in the country. From early career risks to scaling multiple award-winning concepts, Kevin shares how creativity, consistency, and resilience shape long-term success.Zack and Kevin discuss: Building Boka Restaurant Group into a nationally recognized brand Why creativity matters more than ever in hospitality Lessons learned from opening and scaling restaurants The role of storytelling in guest experience How resilience shapes great operatorsThanks, Kevin!Links:https://www.linkedin.com/in/kevin-boehm-4826a326bhttps://www.instagram.com/kevinboehmboka/https://www.linkedin.com/company/boka-restaurant-group/https://www.bokagrp.com/https://www.instagram.com/bokarestaurantgroup/

Send us Fan MailDavid Youngberg, CEO of Stonefire Grill, and Matt Calabrese, CTO, join Zack Oates for a deep dive into what it actually takes to scale a restaurant brand without losing what makes it special. From feeding 5,500 guests in under an hour to building a business where catering drives over 20% of revenue, they share real operational insights from inside the brand.Zack, David, and Matt discuss: How catering can become a powerful growth and acquisition channel Why meeting guests across every channel is no longer optional How fast feedback loops are reshaping decision making The role of technology in supporting, not replacing, hospitality Why consistency is the foundation of trust and long term loyalty How to grow a brand without drifting from its core identityThanks, David and Matt!Links:https://www.linkedin.com/in/dyoungberg/https://www.linkedin.com/in/matt-calabrese-5657252/https://www.linkedin.com/company/stonefire-grill-inc/https://www.stonefiregrill.com/

Send us Fan MailJessica Serrano, CMO of Bagel Brands, joins Zack Oates to share how marketers can better understand what makes a brand truly stand out. With experience across Burger King, Taco Bell, and Dig In, Jessica brings a sharp perspective on how guest insights shape strategy.Zack and Jessica discuss: Finding what makes your brand uniquely valuable Why scrappy guest research often beats big budgets How to balance data with real world observation The importance of timing and context in guest communication Why simple brand guidelines outperform complex ones How to improve guest experience by doing the next right thingThanks, Jessica!Links:https://www.linkedin.com/in/jessicacausse/https://www.linkedin.com/company/bagel-brands/

Send us Fan MailZack Oates sits down with Steven Droulis, owner of Resto Vivaldi in Montreal, to explore how a family restaurant built an enormous online following while staying authentic to its roots. With hundreds of videos and hundreds of millions of views across YouTube, Instagram, and TikTok, Steven shares how consistency, authenticity, and educational content helped his restaurant break through on social media.They discuss how content creation impacts restaurant traffic, why teaching viewers through recipes creates stronger engagement, and how operators can build trust both online and in the dining room. Steven also explains how value, consistency, and friendly service remain the foundation of a great guest experience.Zack and Steven discuss: How authentic content drives massive social media growth Why teaching through food videos builds loyal audiences The impact of social media on restaurant traffic Why classic dishes outperform overly complicated food How value, consistency, and friendly service shape the guest experienceThanks, Steven!Links:https://www.instagram.com/restovivaldi/https://restovivaldi.com/en/

Send us Fan MailZack Oates sits down with Chris Gannon, founder and CEO of Bolay, to discuss what it takes to build a restaurant brand that lasts. After more than a decade in business and over 20 locations, Chris shares lessons from navigating growth, challenges, and maintaining a strong culture.They explore how guest experience is shaped through small moments, why hiring the right people is critical, and how recognition and celebration drive team performance. Chris also explains how consistency, gratitude, and attention to detail help create lasting connections with guests.Zack and Chris discuss: How Bolay built a strong culture over 10 years Why recognition is key to team performance The role of hiring in guest experience How small details shape the customer journey Why consistency drives long term successThanks, Chris!Links:https://www.linkedin.com/in/chris-gannon-82b106190/https://www.linkedin.com/company/bolayrestaurant/about/https://www.bolay.com/

Send us Fan MailZack Oates sits down with Danielle Mahon, founder and CEO of Topsail Steamer, to discuss how a simple seafood steam pot concept turned into a fast growing franchise brand. Danielle shares the origin story behind the idea, how she transitioned from corporate America into entrepreneurship, and what she learned while building a new restaurant category.They explore the decision to grow through franchising, the experience of pitching on Shark Tank, and how national exposure helped accelerate brand awareness. Danielle also discusses the role of Goldbelly in expanding the brand beyond its coastal markets and why guest experience ultimately comes down to how customers feel during every interaction.Zack and Danielle discuss: How Topsail Steamer created a new restaurant category The decision to grow through franchising What it takes to pitch a restaurant brand on Shark Tank How Goldbelly expanded the brand nationally Why guest experience starts before the first biteThanks, Danielle!Links:https://www.linkedin.com/in/daniellemahon-961b4a11/https://www.linkedin.com/company/topsailsteamer/https://topsailsteamer.com/

Send us Fan MailZack Oates sits down with Kyle and Maggie Gordon, founders of Dillas Quesadillas, to discuss how they built a fast growing restaurant brand rooted in operational excellence and consistency. From bootstrapping their first location in Dallas to expanding to multiple locations across Texas, the Gordons share lessons from more than a decade in the business.They explain how focusing on execution, attention to detail, and a strong team culture helps create a reliable guest experience. The conversation also explores what it takes to run a restaurant business as a married couple and why persistence is essential in the restaurant industry.Zack and Kyle and Maggie discuss: Bootstrapping and launching their first Dillas location Why consistency matters more than experience The importance of operational discipline Building a brand through trust and details Using guest feedback to improve performanceThanks, Kyle and Maggie!Links:https://www.linkedin.com/in/kyle-gordon-7a1ab852/https://www.linkedin.com/in/maggiemcgordon/https://www.linkedin.com/company/dillas-quesadillas/https://dillas.com/

Send us Fan MailZack Oates sits down with Dylan McDonnell, founder and CEO of Foodini, to discuss how restaurants can better serve guests with food allergies and dietary needs. Inspired by his own experience living with celiac disease, Dylan built Foodini to bridge the communication gap between restaurants and guests who need accurate allergen information.They explore how technology can simplify allergen management for operators while creating safer and more transparent dining experiences for guests. The conversation also dives into upcoming allergen labeling regulations and why operators should start preparing now.Zack and Dylan discuss: The growing scale of food allergies in the U.S. Why allergen transparency builds guest trust New regulations impacting restaurant menus How personalized digital menus improve ordering Risk mitigation and operational efficiencyThanks, Dylan!Links:https://www.linkedin.com/in/dylan-mcdonnell-a5787574/https://www.linkedin.com/company/getfoodini/about/https://foodini.co/

Send us Fan MailZack Oates sits down with John F. Maggio of JM Enterprises to explore what it really takes to build enduring consumer brands. From co-founding Boulder Canyon Chips to working with brands like Justin’s, Duke’s Smoked Meats, Bigs Seeds, Jackson’s, Good Day Chocolate, and Cocktail Squad, John shares lessons from decades in CPG.They discuss how restaurant brands should evaluate entering retail, why timing and category momentum matter, and the four pillars John uses to determine whether a brand is truly investable. He also explains why flavor ultimately wins and how “return on luck” plays a role in long term success.Zack and John discuss: What makes a CPG brand scalable When restaurants should enter retail The role of timing and luck Why flavor always matters Brand, market, team, and capital alignmentThanks, John!Links:https://www.linkedin.com/in/john-f-maggio-b98b593/https://www.instagram.com/cocktailsquad/?hl=en

Send us Fan MailBrandon Batt, Founder and CEO of The Tabletop Group, joins Zack Oates to break down why guest experience always starts with people. After spending more than a decade leading people strategy at Savory Fund, Brandon shares what he has learned about hiring leaders, investing time in the right team members, and building consistency that guests trust.Zack and Brandon discuss: Why guest experience is the employee experience in public Where leaders should invest their time How consistency builds trust with guests Focusing on strengths instead of only fixing problems Why people drive the last foot of the guest experienceThanks, Brandon!Links:https://www.linkedin.com/in/brandon-c-batt/https://www.linkedin.com/company/the-tabletop-group/https://thetabletopgroup.com/

Send us Fan MailZack Oates sits down with Dan Simpson, CEO of Taziki’s Mediterranean Cafe, for a wide ranging conversation on leadership, fear, and building a truly people centered restaurant brand. Dan shares his unconventional path from founding a tech company to leading a growing hospitality brand and explains why technology should exist to remove friction, not replace human connection.They discuss how fear can serve as a signal instead of a blocker, why consistency has become the new luxury for guests, and how listening to feedback at scale helps operators fix broken processes instead of blaming people.Zack and Dan discuss: Fear as a leadership signal Why consistency builds trust Using technology to amplify hospitality Listening to every guest Fixing systems instead of peopleThanks, Dan!Links:https://www.linkedin.com/in/dan-simpson-8aa1bb3/https://www.linkedin.com/company/taziki's-mediterranean-cafe/https://www.tazikis.com/

Send us Fan MailFred LeFranc and Kristina Wiltsee join Zack Oates to discuss leadership, decision making, and alignment in today’s restaurant and hospitality environment. As co hosts of The Executive and the Mystic podcast, they share how leaders can balance execution with intuition while building clarity, confidence, and stronger teams.  Zack, Fred and Kristina discuss:  Why intuition is already driving executive decisions How leaders break out of analysis paralysis The role of alignment in high pressure leadership Why self awareness is the foundation of emotional intelligence How leaders create clarity for their teams during uncertaintyThanks Fred and Kristina!Links:https://www.theexecutiveandthemystic.com/https://www.instagram.com/theexecutiveandthemystic/https://www.youtube.com/@ExecutiveandMysticPodcasthttps://open.spotify.com/show/2JFumYZRzULtYveqUzN4e5https://www.linkedin.com/in/fredlefranc/https://www.linkedin.com/in/kristinawiltsee/

Send us Fan MailChris Stevenson, Founder of The Empower Group, joins Zack Oates to explore what it really takes to create guest experiences people remember. Drawing from his background in fitness, hospitality, and live entertainment, Chris shares why empowering teams, simplifying processes, and focusing on service recovery can dramatically improve loyalty and engagement.Zack and Chris discuss: Why memorable experiences matter more than perfection How empowerment improves both employee and guest satisfaction What easy, effective, and enjoyable really looks like in practice Why service recovery creates stronger loyalty than flawless service How data helps brands move from feel to real decisionsThanks, Chris!Links:https://www.linkedin.com/in/stevensonempowers/https://www.linkedin.com/company/theempowergroup/about/https://www.youtube.com/@theempowergroup

Send us Fan MailCarl Orsbourn of Invisible joins Zack Oates to unpack what AI really means for restaurant operators and guest experience. Rather than chasing hype, Carl explains how AI can be used practically to support teams, reduce friction, and create better outcomes for both guests and employees.Zack and Carl discuss: Why AI should support people instead of replacing them How operators can use AI to remove busywork from teams Where AI can improve consistency and execution What restaurant leaders often misunderstand about automation How thoughtful AI adoption can elevate the guest experienceThanks, Carl!Links:https://www.linkedin.com/in/carlorsbourn/https://www.linkedin.com/company/invisible-technologies-inc-/about/https://invisibletech.ai/

Send us Fan MailBrian Fauver, Partner at Hargett Hunter Capital Management, joins Zack Oates to share how investors evaluate restaurant brands through the lens of guest experience. With nearly two decades of experience investing in hospitality, Brian explains why authenticity, hospitality, and emotional connection matter just as much as unit economics when building brands that last.Zack and Brian discuss: Why restaurants create powerful guest loyalty What investors look for beyond unit economics The difference between service and true hospitality Why authenticity cannot be manufactured How guest feedback protects brand trust as concepts scaleThanks, Brian!Links:https://www.linkedin.com/in/brian-fauver-1639471/https://www.linkedin.com/company/hargett-hunter/about/https://hargetthunter.com/

Send us Fan MailZack Oates sits down with Geoff Henry, President of the Americas at Gong cha, to talk about what it takes to build and scale a global beverage brand. With leadership experience at Coca Cola, Jamba Juice, and now Gong cha, Geoff shares how personalization, quality, and data shape the modern guest experience in beverage concepts. The conversation explores why bubble tea has become a defining category for younger consumers, how kiosks and digital ordering impact satisfaction, and what brands must do to stay relevant as guest expectations evolve.Zack and Geoff discuss: Personalization and customization at scale Why bubble tea resonates with Gen Z consumers The role of kiosks and digital ordering Using guest feedback to guide decisions Brands that are getting guest experience rightThanks, Geoff!Links:https://www.linkedin.com/in/geoff-henry/https://www.linkedin.com/company/gongchagloballtd/about/https://www.gong-cha.com/https://www.instagram.com/gongchatea/

Send us Fan MailAndrew Pudalov, founder and CEO of Rush Bowls, joins Zack to talk about how he left a high pressure finance career to build a brand centered on real ingredients and genuine guest connection. After years in global trading, Andrew wanted a more meaningful path and a healthier lifestyle for his family, which led to the creation of Rush Bowls more than 20 years ago. Zack and Andrew discuss:How a major career pivot led to Rush BowlsWhy Andrew left Wall Street to build something meaningfulWhat sparked Andrew’s shift from finance to foodHow Andrew transitioned from trading floors to real foodThe turning point that led to creating Rush BowlsWhy Andrew chose to build a brand instead of staying in financeLinks:https://www.linkedin.com/in/andrew-pudalov-07697010/https://www.linkedin.com/company/rush-bowls/https://rushbowls.com/franchise/research-us/our-storyhttps://www.instagram.com/rushbowls/?hl=en

Send us Fan MailIn this episode of Give an Ovation, Zack talks with Frank Paci, CEO of Newk's Eatery, about what truly drives guest experience in a world of dine in, to go, delivery, and catering. Frank shares lessons from leading brands like Burger King, Pizza Hut, McAlister's, Corner Bakery, and Einstein Bros., and how those insights shape Newk's today.Zack and Frank discuss: How convenience and consistency still win in 2025 Designing systems that are simple for teams to execute Turning catering into paid sampling for the brand Using guest feedback to fix the “leaky bucket” Recovering guests and lifting online ratings Why great experiences start with the right peopleLinks:https://www.linkedin.com/in/frank-paci-8b1a56a/https://www.linkedin.com/company/newks-eatery/about/https://newks.com/https://www.instagram.com/newkseatery/?hl=en

Send us Fan MailGregorys Coffee is everywhere right now, and founder and CEO Gregory Zamfotis joins Zack to talk about what it really takes to scale a coffee brand without losing its soul. From mall food courts to multi market growth with Craveworthy Brands, Greg shares how he thinks about speed, quality, and culture in every store.Zack and Gregory discuss: Why franchising is the right next step for Gregorys Coffee How to deliver specialty coffee at real New York speed Dropping beloved donuts to bake fresh in store Developing team members who care as much as you do Using guest feedback to stay ahead of competitorsThanks, Gregory!Links:https://www.linkedin.com/in/gregory-zamfotis-65589112/https://www.linkedin.com/company/gregorys-coffee/https://gregoryscoffee.com/https://www.instagram.com/gregoryscoffee/?hl=en

Send us Fan MailZack Oates sits down with Brianne Harvey, founder and CEO of Break Bread Consulting, to talk about tech that lifts hospitality without getting in the way. Brianne shares how to “bolt on” experts for system launches, train your team to own it, and use simple tools to create memorable moments.Zack and Brianne discuss: Reservation notes that make guests feel known When to bring in a fractional implementation team Authenticity over automation in guest experience Answering every call with call-to-text or routing Small surprises that drive repeat ordersThanks, Brianne!Links:https://www.linkedin.com/in/briannemharvey/https://www.breakbreadconsulting.com/https://www.linkedin.com/company/break-bread-consulting/about/

Send us Fan MailZack sits down with Kayla Dillon, fractional CMO and brand consultant, to talk about why guest expectations have shifted from hospitality to humanity. Kayla explains how to pick technology that fits, set it up the right way, and connect ops, marketing, and tech so the guest actually feels known. They dig into loyalty, behavior based rewards, and the role of AI in making personalization practical.Zack and Kayla discuss: Human connection over perfection Choosing tech that matches readiness Behavior and interest based loyalty AI that supports real personalization Connecting ops, marketing, and tech Why setup beats shiny featuresThanks, Kayla!Links:https://www.linkedin.com/in/kayladdillon/

Send us Fan MailZack sits down with Geoffrey Toffetti, CEO of Frontline Performance Group, to talk about why the guest experience can never exceed the employee experience. Geoffrey explains how clear standards, consistent measurement, and coachable behaviors turn service into revenue. He shares practical ways to set expectations, train for the right language, and use recognition and incentives that actually drive results.Zack and Geoffrey discuss: Frontline culture as the brand experience Reward, recognition, and accountability From selling to serving with better recommendations Leaderboards and measurement that lift performance Setting clear standards leaders can enforce Simple recognition rituals that build team prideThanks, Geoffrey!Links:https://www.linkedin.com/in/gtoffetti/https://www.linkedin.com/company/frontline-performance-group/about/https://www.instagram.com/frontlineperformancegroup/https://frontlinepg.com/

Send us Fan MailZack sits down with Peter Gaudreau, CEO of Tacodeli, to talk about scaling a beloved founder-led brand while protecting what matters most. Peter shares how ingredient integrity, empowered managers, and thoughtful packaging make hospitality show up both on premise and off. A real service recovery story shows what guest care looks like in action and how feedback fuels better leadership. Zack and Peter discuss: Balancing founder DNA with growth Why ingredient quality is a hospitality choice Designing catering and to go that presents well Training managers to own service recovery Using feedback to set weekly priorities Tenure, consistency, and trustThanks, Peter!Links:https://www.linkedin.com/in/peter-gaudreau-0b357521/https://www.linkedin.com/company/tacodeli/https://www.instagram.com/tacodeli/https://www.tacodeli.com/

Send us Fan MailZack sits down with Melissa Richards-Person of Third Arm Consulting to unpack brand DNA and why it is the root of lasting guest experience. From Papa John’s transformation to creating signature moments guests remember, Melissa shares how clear voice, authentic behavior, and fast service recovery turn problems into loyalty. Zack and Melissa discuss brand DNA, founder led brands, garlic sauce lessons, the peak end rule, and how real time feedback can coach teams while winning back guests. Practical, specific, and immediately usable. Zack and Melissa discuss:  Authenticity and brand DNA Founder-led brand evolution The power of small gestures like garlic sauce Behavioral science behind peak and end moments How feedback turns into training opportunities Why clarity in tone beats friendliness every time Thanks, Melissa!Links: https://www.linkedin.com/in/melissa-richards-person-3rdarm/https://www.linkedin.com/company/third-arm-consulting/https://www.getathirdarm.com/

Send us Fan MailZack sits down with Pedro Uchôa, founder and CEO of TAP, the Brazilian fast casual bringing bold flavor and genuine hospitality to New York and Miami. They discuss TAP’s Perfect Pitch win, the importance of culture-driven leadership, and how small personal touches create big loyalty.Zack and Pedro discuss: Authenticity that guests can feel Personalization at the counter and beyond Fast casual speed in a New York minute Feedback loops that level up managers Storytelling inside the four wallsThanks, Pedro!Links:https://www.linkedin.com/in/uchoapedro/https://www.instagram.com/uchoa__pedro/?hl=enhttps://www.linkedin.com/company/eat-tap/https://www.instagram.com/eat_tap/?hl=enhttps://www.eattap.co/

Send us Fan MailZack Oates sits down with Rachael Nemeth, CEO of Opus Training, to talk about turning frontline training into real-time performance. Rachael explains why most brands don’t have a completion problem — they have an adoption problem — and how Opus makes training inclusive with instant mobile access and automatic translation. She shares how Opus pairs with Ovation to detect issues early and push targeted refreshers before they become revenue problems.Zack and Rachael discuss:Training as the foundation of guest experienceAdoption vs completion and mobile-first accessUsing AI to detect anomalies and intervene with trainingClosing the loop between marketing promises and ops deliveryReal-time, location-specific refreshers that lift accuracy and serviceThanks, Rachael!Links:https://www.linkedin.com/in/rachael-nemeth/https://www.linkedin.com/company/opus-so/https://www.opus.so/about-us

Send us Fan MailRestaurant value is not a price point. It is the experience. In this episode, Zack sits down with Jay Bandy, President at Goliath Consulting Group, to unpack what guests really buy and how teams can deliver it consistently. With nearly four decades in foodservice, Jay shares the practical foundations that still work: hire for warmth, train relentlessly, and build a culture guests can feel.Zack and Jay discuss:Why value equals price plus experienceHiring signals that predict great front-of-house performanceTraining first, then hospitalityDaily “drip” habits that shape cultureTurning B players into A players through service vs. hospitalityThanks, Jay!Links:https://www.linkedin.com/in/jaybandy/https://www.linkedin.com/company/goliath-consulting-group/https://jaybandy.com/

Send us Fan MailZack Oates welcomes Brock Weeks, CEO of Savi, to talk about using AI to measure and improve in-store guest experiences. Brock explains how Savi transforms existing security footage into actionable insights that help operators understand consistency, cleanliness, and engagement in real time. Together, Zack and Brock discuss the connection between AI, feedback, and the human side of hospitality.Zack and Brock discuss:Using AI to measure consistency and guest interactionsThe “time to engage” metric and what it revealsWhy data only works when it fits real workflowsHow AI empowers frontline workers instead of replacing themWhy consistency builds trustThanks, Brock!Links:https://www.linkedin.com/in/brock-weeks-7b7471a/https://www.linkedin.com/company/savi-solutions/https://getsavi.com/

Send us Fan MailZack Oates welcomes Arjun Sen, marketing executive, speaker, author of Unquiet Forever, and founder of ZenMango. Arjun shares how brands win by owning the feeling of each moment and wowing one more guest at a time. He breaks down first and last impressions, the “food two-minute drill” during peak hours, and why leaders must act instead of react to competition. He also explains “unquitting” as a mindset for teams and retention.Zack and Arjun discuss:How to define and deliver a brand’s core feelingFirst and last impressions that drive a second visitRunning the peak-time “two-minute drill”Acting vs reacting in competitive marketsThe “unquit” mindset for leaders and teamsThanks, Arjun!Links:https://www.linkedin.com/in/zenmangoarjunsen/https://www.linkedin.com/company/zenmango/https://www.zenmango.com/about

Send us Fan MailZack Oates sits down with James Bonanno, Founder and CEO of Upstream Hospitality Group, to talk about building strong operations, developing A-player leaders, and delivering five-star guest experiences across 20+ locations. From Tap Room to Bango Bowls, James shares how great culture starts with great GMs—and why sharpening the team’s skills is key to growth.Zack and James discuss:Why operations fuel great marketingHow to identify and develop A-player leadersThe role of feedback in improving accuracy and serviceUsing AI and data to boost training and leadership developmentTurning quick responses into loyal guestsThanks, James!Links:https://www.linkedin.com/in/james-bonanno-a5a665103/https://www.linkedin.com/company/upstream-hospitality-group/https://upstreamhospitality.com/blog/tap-room-featured-on-owners-operators/

Send us Fan MailEric Knott, CEO of Tiki Taco and former PDQ leader, joins Zack Oates to talk about scaling hospitality, refining menu strategy, and building genuine guest connections. With experience ranging from Outback to Tiki Taco, Eric shares how structure and community drive lasting success. He explains how to use guest feedback as a growth tool, why operators must be the “mayor” of their market, and what’s changed most about the modern guest.Zack and Eric discuss:Lessons learned from Outback, PDQ, and Tiki TacoThe power of guest feedback loopsKnowing when to remove or refine a menu itemShifting guest expectations after COVIDBuilding connection through kindnessThanks, Eric!Links:https://www.linkedin.com/in/eric-knott-96504973/https://www.linkedin.com/company/tikitaco/https://www.tikitaco.com/

Send us Fan MailFrom Charleston roots to a growing national footprint, Amanda Kahalehoe has built a brand that’s both fierce and warm. As COO of Vicious Biscuit, she shares how her team balances bold, indulgent food with genuine Southern hospitality. Amanda and Zack dive into how her brand “out-hospitalities” the competition, the power of listening to guests, and what operational excellence really means in today’s restaurant world.Zack and Amanda discuss:The origins and growth of Vicious BiscuitWhy guest feedback drives innovationHow to out-serve your competitionDefining operational excellenceBuilding loyalty through cultureThanks, Amanda!Links:https://www.linkedin.com/in/amanda-kahalehoe-6683a987/https://www.linkedin.com/company/vicious-biscuit/https://viciousbiscuit.com/

Send us Fan MailJason Sobocinski joins Zack Oates to share how Haven Hot Chicken builds lasting guest love through great food, consistent hospitality, and small gestures that surprise and delight. From “reverse tipping” cards to weekly community drop-offs, Jason explains how joy and consistency fuel growth in a competitive chicken market.Zack and Jason discuss: • Why exceeding expectations defines hospitality at Haven • How consistency keeps guests returning visit after visit • Turning feedback into opportunities for improvement • Reverse tipping cards as a unique way to delight guests • Surprise-and-delight catering drops that drive awarenessThanks, Jason!https://www.linkedin.com/in/jason-sobocinski-75016730/https://www.linkedin.com/company/haven-hot-chicken/https://www.havenhotchicken.com/

Send us Fan MailPaul Damico joins Zack Oates to share what still wins guest loyalty today. His take is simple: nail the four walls first, then scale. With leadership across Blaze, Fuzzy’s, Global Franchise Group, Focus Brands, and Moe’s Southwest Grill, Paul explains how culture, training, and clean execution turn into traffic, while technology should remove friction rather than add it.Zack and Paul discuss: • Why the in-store experience fuels long-term digital sales • The fundamentals that never change for restaurants • Cleanliness as a true traffic driver • Building a tech stack that feels seamless to guests • Training and culture as the core of executionThanks, Paul!Links:https://www.linkedin.com/in/damico5/https://www.linkedin.com/company/blazepizza/https://www.instagram.com/blazepizza/?hl=en

Send us Fan MailJohn Laun, CMO of Earthbar, joins Zack Oates to share how a wellness brand with roots in the 1970s is scaling nationally while keeping guest experience front and center. With over 60 locations and a strong partnership with Equinox, Earthbar focuses on energy, consistency, and culture to make every visit the best part of a guest’s day.Zack and John discuss:How Earthbar grew from supplements to smoothies to 60+ storesWhy “energy” is a core value for team membersUsing real-time feedback to recover service instantlyWhy happy guests are the brand’s best marketersHow AI serves as a trusted advisor for growthThanks, John!Links:https://www.linkedin.com/in/jlaun/https://www.linkedin.com/search/results/all/?keywords=Earthbar&sid=UbShttps://earthbar.com/

Send us Fan MailJustin Falciola, President of the Americas at Deliverect, joins Zack Oates to explore how technology and hospitality can work hand in hand. With leadership experience at Papa John’s and CKE, Justin has seen the restaurant industry from both the operator and vendor sides. He shares how Deliverect is helping brands scale profitably by connecting POS systems, delivery aggregators, and first-party digital platforms—all while keeping the guest at the center. Zack and Justin discuss:Why Blockbuster failed and what restaurants can learn from itThe critical role of GMs in shaping guest experienceHow data and curiosity help uncover guest insightsWhy operators should spend time working in restaurantsThe overlooked potential of the drive-thruThanks, Justin!Links:https://www.linkedin.com/in/justinfalciola/https://www.linkedin.com/company/deliverecthq/https://www.deliverect.com/en

Send us Fan MailFrom NFL MVP to franchise powerhouse, Mark Moseley has done it all. After a legendary 16-year career as the Washington Commanders’ clutch kicker and the only special teams player to ever win MVP, Mark went on to help grow Five Guys from just 3 locations to nearly 2,000 worldwide. In this episode of Give an Ovation, Mark shares how lessons from football shaped his approach to franchising and what it takes to create a consistent, high-quality guest experience across the globe.  Zack and Mark discuss: Building trust through values and consistencyThe foundation of quality, service, and cleanlinessAccountability and the role of secret shoppersLessons from the NFL on teamwork and resilienceThanks, Mark!Links:https://www.linkedin.com/in/mark-moseley-305a4583/https://www.linkedin.com/company/five-guys-enterprises/https://www.fiveguys.com/

Send us Fan MailDrew Kimball, Relationship Manager at SpotOn, joins Zack Oates to talk about what it really takes to build lasting relationships in hospitality. With over 15 years in B2B sales and a background in restaurants, Drew shares stories from his work with operators, his time as a game store owner, and how he helps brands improve guest experience, efficiency, and revenue.Zack and Drew discuss:Why relationship-building is Drew’s business superpowerThe four “core” pillars every restaurant should focus onReal-world examples of improving table turn and guest feedbackHow to provide value through authentic, personal connectionWhat a board game store has to do with hospitalityThanks, Drew!Links:https://www.linkedin.com/in/drew-kimball-844a1912/https://www.linkedin.com/company/spoton/https://www.instagram.com/spoton/https://www.spoton.com/

Send us Fan MailZach takes the Ovation mic to the streets of Chicago for a special edition of the Two Question Podcast, recorded live at the National Restaurant Association Show. From tech innovators to restaurant operators, leaders across the industry answer two key questions: what should restaurants focus on over the next 12 months, and what tactics can improve the guest experience? You’ll hear quick insights, real-world tips, and recurring themes around data, human connection, and of course—using Ovation.Thank you to all our amazing guests, including Sean Walchef, Scott Porter, Brandon Barton, and so many more.

Send us Fan MailAlice Crowder, CMO of Krispy Krunchy Chicken, joins Zack Oates to break down how the brand grew to nearly 3,400 locations without traditional franchising. From gas stations to guest experience strategy, Alice shares how high-quality food, grassroots marketing, and authentic partnerships drive brand love and repeat visits.Zack and Alice discuss:Why quality, value, and craveability win in any locationHow to grow using micro-influencers instead of ad budgetsThe power of authentic pride among convenience store operatorsWhy guest experience starts with product and belief—not policyHow to create emotional loyalty in unexpected settingsThanks, Alice!Links:https://www.linkedin.com/in/alicecrowder/ https://www.linkedin.com/company/krispy-krunchy-foods/https://www.instagram.com/krispykrunchychicken/ https://www.krispykrunchy.com/ 

Send us Fan MailMichael Lukianoff, CEO of SignalFlare, joins Zack Oates to unpack the restaurant industry's biggest data challenges and opportunities. From AI-driven decision-making to understanding local market dynamics, Michael explains how restaurants can stay ahead in a crowded, fast-changing landscape.Zack and Michael discuss:Why restaurant growth is outpacing population growthHow to make sense of complex guest data without loyalty programsWhy local market dynamics are more important than everHow AI will change local marketing strategyWhat brands can do to gain more than their “fair share” of trafficThanks, Michael!Links:https://www.linkedin.com/in/mikelukianoff/https://www.linkedin.com/company/signalflareai/ https://signalflare.ai/

Send us Fan MailRuss Hawkins, CEO of Agilence, joins Zack Oates to break down how restaurant operators can use data to improve guest experience, boost loyalty, and align teams. With a background spanning telecom, retail, and hospitality, Russ shares practical strategies for avoiding waste, tracking behavior, and turning missed expectations into long-term relationships.Zack and Russ discuss:Why personalization is the new loyaltyHow to align the boardroom with the back-of-houseUsing data to improve staff training and performanceWhat operators can learn from both QSR and fine diningWhy small moments—like remembering a name—still matterThanks, Russ!Links:https://www.linkedin.com/in/russhawkins/https://www.linkedin.com/company/agilence-inc/ https://www.instagram.com/agilence_inc/ https://www.agilenceinc.com/

Send us Fan MailRalph Lewis, CEO and third-generation owner of Okeechobee Steakhouse, joins Zack Oates to share the secrets behind one of Florida’s most iconic dining institutions. From 75 years of legacy service to 350,000 free birthday steaks, Ralph dives into how family values and consistent hospitality drive lasting guest loyalty.Zack and Ralph discuss:What it means to deliver true hospitality, not just serviceHow Ralph’s team creates “wow” moments with steak and dessert traysWhy every team member should feel seen, not just staffedThe impact of birthday traditions on guest memory and retentionHow to train front-of-house staff as experience specialistsWhy culture and consistency beat trendy techThanks, Ralph!Links:https://www.linkedin.com/in/ralph-lewis-980a74358/https://www.linkedin.com/company/okeechobee-steakhouse/ https://www.instagram.com/okeechobeesteakhouse/ https://www.okeesteakhouse.com/