“Back to Basics” with Rachael Nemeth

“When consistency is the product, simplicity becomes the strategy.”Chris Griebe, COO of VASA Fitness, joins Rachael Nemeth to break down what it takes to deliver a consistent, high-quality member experience across a rapidly scaling fitness brand where thousands of daily interactions determine whether members stay or churn.Stepping into 70+ clubs and 3,700 frontline employees mid-expansion, Chris shares how his team simplified operations to focus on what actually matters: equipment that works, staff that are welcoming, and clubs that feel clean and comfortable. He explains why most service failures fall into three categories and how distilling complexity into “fixed, friendly, clean” became the backbone of VASA’s operating model.They also dive into the operator’s role in a high-data environment, why more metrics don’t lead to better outcomes, how to identify the few numbers that actually drive behavior, and why frontline execution matters more than strategy. If you operate in fitness, hospitality, or any business where the experience is delivered by people in real time, this episode is a masterclass in simplifying operations to scale consistency.Key TakeawaysConsistency Is Built on Simplicity: Most service breakdowns come down to broken equipment, unfriendly interactions, or unclean environments.Frequency Raises the Stakes: Frequent visits make small inconsistencies compound quickly.Focus, Not Frenzy: Distill metrics down to behaviors that drive outcomes.Train for Behavior: Short, targeted training outperforms long onboarding.Talent Is the Constraint: Growth depends on recruiting and retaining strong teams.Remove Friction: Great operations feel invisible to the customer.Scale Breaks Systems: What works at 10 locations won’t hold at 70.Perfect ForFitness operators, multi-unit leaders, hospitality executives, founders scaling service-based businesses, and anyone managing large frontline teams where consistency is the core value proposition.About Chris GriebeCOO of VASA Fitness, overseeing 70+ locations and thousands of frontline employees. Chris has spent his career in fitness, from personal trainer to executive leadership, scaling operations across national platforms.Time Stamp Chapters03:08 Industry growth and post-pandemic shifts04:44 What great service looks like06:26 The “fixed, friendly, clean” model10:03 Hidden drivers of member experience14:31 Cutting through data overload18:55 Rethinking training22:34 From personal trainer to COO27:00 Leadership lessons30:49 Mentorship and recognition33:55 Lightning roundAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

“When the product is the experience, service isn’t support — it’s the show.”Jason Thompson, COO and Co-Founder of Sounds Fun Entertainment, joins Rachael Nemeth to unpack what it really takes to scale experiential brands where technology, energy, and frontline teams collide in real time.As the parent company behind Activate Games and Breakout Games, Sounds Fun operates 50+ locations with plans to double. Jason shares his unconventional path from frozen yogurt to escape rooms — and why entertainment ultimately proved easier to scale than restaurants.This episode dives into the art behind great service in location-based entertainment: creating “hero moments,” delivering perfectly timed clues, and designing wow experiences that feel effortless to the guest. Jason explains why barrier-to-entry saturation reshaped the escape room industry, how Activate became their next growth engine, and what changes operationally when you go from 10 to 50+ units.Key TakeawaysThe Guest Is the Hero: The best service feels invisible. Design experiences so customers feel like they won — even when your team guided the way.Barrier to Entry Changes Everything: Easy-to-copy concepts create fast saturation. Long-term advantage comes from operational discipline and brand scale.Build for Extensibility Before Scale: Make early decisions that can replicate across markets — from training to real estate to tech systems.Empower “Create Yes” Culture: Policies are flexible. Judgment is not. Hire people who want to serve, not enforce.Visibility Is the Founder’s New Job: At 50+ units, success depends on seeing the whole system — data, metrics, maintenance, and morale — in one place.Iterate Relentlessly: What worked at 10 units will break at 30. Proactive iteration beats reactive fixes.Entertainment Is Recession-Resilient: In a digital world, people crave in-person connection more than ever.Perfect ForMulti-unit operators, entertainment & hospitality leaders, founders scaling experiential concepts, franchise groups, and anyone building a brand where frontline teams are the product.About Jason ThompsonCOO & Co-Founder of Sounds Fun Entertainment, the parent company of Activate Games and Breakout Games. Jason helped grow the business from a single escape room to 50+ units nationwide, leading expansion, operational systems, and culture across a rapidly scaling experiential platform.Time Stamp Chapters01:05 From frozen yogurt to escape rooms03:10 Why entertainment is easier to scale than restaurants06:14 Inside the daily operations of an escape room15:07 Designing “hero moments” and invisible service18:02 When training systems break — and what to fix20:42 Scaling from 10 to 50+ units23:34 Tech overload and the visibility challenge26:02 Where the entertainment industry is headed30:06 Letting go as a founder36:32 Advice for operators scaling fast37:21 Lightning roundAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

EP18: Great Service Isn’t Expected in Recreational Sports and That’s Why It Works“In service businesses, the win isn’t the task—it’s the relationship.”Gary Archer is CEO and President of a leading indoor soccer facility with 19+ locations across 9 states, built on a simple idea: great service is relational, not transactional.In this episode, Gary joins Rachael Nemeth (Opus CEO) to break down what customer service looks like in recreational sports—and why it’s a surprising blueprint for any service-driven business. He shares how LPS uses technology to remove friction so staff can focus on what actually matters: human connection, retention, and community.Gary also unpacks how they hire “specialists” who live by one job description—get teams, keep teams—and the interview method that reveals self-awareness, coachability, and the mindset of an A-player. From scaling via acquisitions to rebuilding standards, he explains why people are the competitive advantage—and why training only works when you can practice it.Key Takeaways→ Relational Beats Transactional: Move paperwork and payments to tech so human interactions can be genuine and memorable.→ Retention Is the Real Moat: When customers are regulars, service becomes community—and that’s hard to replace.→ Hire for Talent, Train for Refinement: Look for curiosity, listening, and coachability—not just experience.→ The Interview Reveals Everything: Role practice + feedback shows self-awareness, defensiveness, and growth mindset fast.→ Acquisitions Expose Standards: Most integrations fail on people and culture, not strategy.→ Practice Drives Behavior Change: Training only matters when it’s reinforced through practice and accountability.Perfect ForService operators, recreational sports leaders, multi-unit operators, training & L&D teams, and founders scaling culture through growth, acquisitions, and workforce development.About Gary ArcherPresident & CEO of Let’s Play Sports (Let’s Play Soccer), a leading indoor soccer facility with 19+ locations. Gary began at the company at 16, worked every role, and has spent 38 years building a service-first organization centered on relationships, operational discipline, and people development.Time Stamp Chapters01:06 What Let’s Play Sports is + who it serves02:32 What great service looks like in recreational sports03:02 Removing transactional friction to build relationships04:39 Workforce model + hiring for relational talent06:56 The interview method that reveals self-awareness09:43 Scaling through acquisition + operational consistency12:45 Switching training systems + why Opus worked16:32 Why change didn’t happen sooner18:36 Why service is declining—and why that’s opportunity21:04 Lessons from the ground level + leadership evolution26:36 Succession, leadership development, and the next chapter30:43 Lightning roundAbout UsOpus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get About UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

“Modern franchising isn’t about more support—it’s about smarter, scalable support.”Jenna Henderson has spent nearly two decades inside franchise systems, operating across field ops, brand services, development, growth, and tech. After almost 15 years at Saladworks, she stepped into SaaS as COO at WorkMerk (helping build the ServSafe Ops platform), then returned to franchising leadership as Group Chief Operating Officer for NewSpring Franchise. Today, she oversees operations, marketing, and supply chain across Great Harvest Bakery Cafe, Duck Donuts, and Federal Donuts & Chicken.In this episode, Jenna joins Rachael Nemeth (Opus CEO) to break down what the modern franchisor must look like: agile, cross-functional, and intentional about franchisee support. She explains why “one size fits all” fails, how segmenting single-unit vs multi-unit operators changes outcomes, and why operations must help approve franchisees—because ops lives with what happens after the check clears.Jenna also shares the structural fix that instantly improves alignment between development and ops: an onboarding specialist connecting signing through opening day. She unpacks where franchisors still operate too manually, how tech and AI only matter when insights become action, and what private equity brings when done right: discipline, a clear North Star, and shared infrastructure.Key Takeaways→ Smarter Support Scales: Modern franchising isn’t about more touchpoints—it’s about systems that scale support intelligently.→ One Size Fits None: Franchisee support must be segmented by operator type and brand maturity.→ Ops Belongs Upstream: Operations should help approve franchisees, not just manage post-sale fallout.→ Onboarding Drives Alignment: A dedicated onboarding specialist linking signing → opening improves execution.→ Tech Must Be Actionable: AI only matters when insights drive real behavior change at the unit level.→ Discipline Beats Sprawl: Clear ROI, a North Star, and shared infrastructure outperform tool overload.Perfect ForFranchisors building scalable support models, operators navigating growth, PE-backed leadership teams, and brand executives reducing tech sprawl.About Jenna HendersonGroup Chief Operating Officer at NewSpring Franchise, overseeing operations, marketing, and supply chain across Great Harvest Bakery Cafe, Duck Donuts, and Federal Donuts & Chicken.Time Stamp Chapters00:00 Intro + Jenna’s role02:06 The modern franchisor06:16 Development vs operations09:26 The onboarding specialist11:10 Tech debt, AI, and action16:32 PE-backed discipline21:34 Lessons from Saladworks33:13 Lightning roundAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"Brand building starts with your P&L, not your logo."Josh Halpern has one of the most unconventional careers in the industry: P&G, Clorox, Anheuser-Busch, CEO of Big Chicken, and now Chief Business Officer of Craveworthy Brands—leading strategy across 19 concepts while still running Big Chicken. In this episode, he joins Rachael Nemeth (Opus CEO) to break down what brand building actually means across chicken, pizza, coffee, taverns, Mediterranean, and more.Josh explains how Craveworthy acquires brands with strong IP but weak foundations, why unit economics must be fixed before scale, and how he uses real-time guest and employee feedback to remove friction. He shares their 6–18 month “fix before franchise” rule, why no sacred cows survive growth, and how quarterly goals (EOS) create the traction most restaurant companies lack.He also unpacks the CPG lessons that translate to restaurants, why hyper-customization is a non-negotiable for Gen Z + Gen Alpha, and the leadership framework—love + accountability—that drives cultures where GMs speak up, teams actually execute, and stores move from average to exceptional.Key Takeaways→ Unit Economics First: Brand strength depends on prime cost, occupancy, and a working P&L.→ No Sacred Cows: Anything dragging down results—recipes, vendors, or locations—gets reworked.→ Fix Before You Franchise: Spend the first 6–18 months removing friction and stabilizing the model.→ Mind the Bell Curve: Averages hide underperformers; weak stores define your real reputation.→ Shopper vs. Consumer: Loyalty must target the decision-maker, not just the card swiping.→ Hyper-Customization Wins: Gen Z expects full choice—chains must adapt.→ Staff as Personal Brands: Under-40 workers sell better when their own identity is empowered.→ Love + Accountability: High-performance teams thrive on care, clarity, and follow-through.→ Train GMs Like Owners: Most need stronger financial and leadership skills.Perfect For:Operators deciding when to accelerate or tighten, franchisors preparing for scale, multi-brand leaders, and teams aiming to blend strong operations with disciplined growth.About Josh Halpern:Chief Business Officer at Craveworthy Brands and CEO of Big Chicken. Known for disciplined growth, turnarounds, and a leadership approach rooted in love, accountability, and traction.Time Stamp Chapters00:00 Intro01:09 Role at Craveworthy & the “restaurant vs. business” split04:28 Brand building, unit economics & real loyalty07:30 Fixing foundations: menu, locations & “no sacred cows”10:47 90-day goals, EOS & driving traction with Opus14:16 CPG lessons: data, bell curves & store-level performance16:49 Shopper vs. consumer & targeting the right guest19:08 When to scale vs. slow down (franchising & failed bets)21:35 What brands will win by 2030: customization, chicken & everyday staples24:32 Leaders who shaped Josh: love + accountability30:23 Who thrives at Craveworthy: legacy, About UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"If you want to scale hospitality, don’t add more tech—make people feel seen."Anthony Valletta, CEO of bartaco, started flipping pizzas at 13 and spent two decades across QSR, premium casual, and Michelin-level dining before taking the helm at bartaco. In this episode, he joins Rachael Nemeth (Opus Training CEO) to unpack how he delivers full-service hospitality at fast-casual labor costs, rethinking roles, building wage equity, and using tech only where it removes friction instead of replacing connection.Anthony breaks down bartaco’s service-leader model, why QR ordering supplements rather than replaces hospitality, and how reinvesting labor efficiencies into leadership development lifted guest sentiment. He shares how wage equity reshaped teamwork, the two traits every growth brand needs (grit and adaptability), and his interview litmus test: Would you have a beer with them?Whether you lead five restaurants or fifty, Anthony’s blend of curiosity, empathy, and discipline offers a real-world playbook for scaling hospitality without losing its soul.Key Takeaways→ Tech That Lifts People: QR and handhelds cut friction (reorders, pay and go, Apple Pay) so servers can focus on connection. → Service Leaders Drive Sentiment: A salaried bridge role improved consistency without inflating labor. → Reinvest the Win: Labor savings funded coaching for every manager. → Wage Equity That Works: Shared upside, including BOH, built true team service. → Hire for Grit + AQ: Fast-moving brands need adaptability and learning agility. → Train the Feeling: Teach teams to read sound, light, and pace before grabbing a playbook. → Clarity Over Complexity: Simplify communication to keep focus on guests. → The Frontline Asked for Opus: Teams drove the shift to a 360° learning hub.Perfect For: Operators blending full-service hospitality with fast-casual economics, L&D teams modernizing training, HR designing equitable comp, and leaders scaling culture, not just units.About Anthony Valletta: CEO of bartaco. A 20-year industry veteran who’s worked every role from pizza line to Michelin dining, he leads a 33-unit brand known for pairing tech with genuine hospitality, championing wage equity, and developing leaders who walk the floor.Time Stamp Chapters00:00 Intro + Anthony’s path 02:48 Why hospitality hooks you 04:55 QR without losing the human touch 05:51 The service leader role 07:09 Using tech to reduce friction 08:05 Memory vs. data 11:23 Handhelds with history 13:38 What guests actually want 15:07 Wage equity + pooled upside 19:59 Scaling and competing for talent 20:29 Hiring for grit + AQ 23:35 The interview litmus test 26:27 Turnover + development 29:38 Training the feeling of a room 33:14 Why bartaco moved to Opus 35:32 Lightning RoundAbout Us Opus is the hospitality training platform for the frontline. Train 100% of your team in 101 languages on the job and get the frontline intelligence needed to drive your business.Keep the conversation going with us on LinkedIn:About UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"If you want people to move fast, you have to make it easy for them to do the right thing."Kelly Saunders, SVP of Restaurant Experience at Smashburger, has spent 14 years transforming how one of America’s fastest-growing burger brands trains, communicates, and executes. In this episode, Kelly sits down with Rachael Nemeth (Opus Training CEO) to unpack how she migrated 200 locations to Opus in just 60 days, what it really takes to win franchisee buy-in, and how training became the engine behind Smashburger’s turnaround.Kelly gets candid about building credibility through socialized decision-making, using pilots to build trust, and why the fastest rollouts start months before the kickoff. She also breaks down the “Summer of Smash” LTO—how pre-learning helped drive flawless LTO execution and why Opus enabled them to finally deploy a cascade training model.Whether you lead five restaurants or five hundred, Kelly’s blend of empathy, structure, and data-driven leadership offers a real-time playbook for transforming field execution through learning.Key Takeaways→ Speed Through Socialization: The 200-store Opus launch succeeded because months of stakeholder buy-in came first.→ Franchise Trust = Momentum: Pilots, transparency, and clear WIFM (“What’s In It for Me”) built confidence system-wide.→ The Watering Hole Effect: Designing Opus as a one-stop source for learning, comms, and recognition increased engagement across operators.→ Train Before You Teach: Pre-learning flipped the script on LTO rollouts, driving faster adoption and stronger execution.→ Compliance ≠ Learning: Brand standards are the true measure of operational compliance—and the key to consistency.Perfect ForRestaurant operators managing both corporate and franchise units, L&D leaders driving engagement at scale, training pros planning platform migrations, and executives navigating the balance between technology, culture, and execution.About Kelly SaundersSenior Vice President of Restaurant Experience at Smashburger. A 14-year veteran of the brand with roots at Quiznos and Applebee’s, Kelly is known for bridging learning, operations, and technology to deliver measurable field impact. She leads Smashburger’s Restaurant Experience Team—spanning L&D, internal communications, and operations services—on a mission to make training a true business lever.Time Stamp Chapters• 00:00 Intro + Kelly’s path to Restaurant Experience leadership• 01:33 Restructuring training under operations — a new model• 04:34 Decision-making that builds trust and speed• 08:41 When an LMS goes stale (and how to spot it)• 09:29 Translation as a game-changer for frontline teams• 12:15 How Smashburger migrated 200 locations in 60 days• 14:47 Pilots, proof points, and franchisee buy-in• 18:31 Choosing what new features to roll out (and when)• 21:40 Inside the Summer of Smash LTO — training at speed• 24:34 Why pre-learning beat live training for execution• 28:35 Mandating vs recommending training in a franchise model• 31:41 Next up: Re-launching About UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"Most people build for average, but new stores almost never open at average." Jason Morgan, former CFO turned CEO of Original ChopShop, has spent decades in the restaurant industry learning the hard truths of growth—and watching others get crushed by them. In this episode, Jason sits down with Rachael Nemeth to unpack what separates scalable operations from overbuilt failures, why he won’t ask his team to do anything he can’t do himself, and how training transformed from a compliance checkbox into a strategic lever.Jason gets real about the risks of expansion, the limits of debt-based growth, and why most operators misjudge how long it takes for new markets to perform. He also dives into the ROI of training done right, sharing how his team achieved 94% completion rates across front and back of house—and what metrics really move the needle on turnover, tenure, and guest satisfaction.Whether you're operating five units or fifty, Jason’s blend of financial discipline and frontline empathy offers a masterclass in building enduring restaurant businesses.Key Takeaways→ New Markets = Lower Volume: Stores in new geographies rarely open at brand average; plan accordingly→ Training Isn’t a Cost Center: A 94% completion rate led to higher engagement and better retention→ Retention as Strategy: $20K retention bonuses at 5 and 10 years build loyalty you can’t buy with perks→ The Ideal P&L: A flexible model to spot early warning signs in labor and food costsPerfect For:→ If You Can’t Do It, Don’t Delegate It: Great operators know how to do the work—not just manage the workPerfect For: Restaurant operators scaling into new markets, CFOs trying to understand the real ROI of training, HR and L&D leaders building retention programs, and execs juggling culture, capital, and growth across 10–100+ locations.About Jason Morgan:Former CEO turned CEO of Original ChopShop with a reputation for leading high-growth restaurant brands through sustainable, capital-efficient expansion. Known for his operational discipline, high standards, and belief that leadership means getting in the trenches—especially when the AP clerk calls in sick.Time Stamp Chapters• 00:00 Intro and Jason’s Path to Restaurant Leadership• 01:36 The Copy Machine Story: Leadership Lessons from Arthur Andersen• 04:55 Why You Can’t Scale on Debt Alone• 07:40 The Mistake of Assuming Average Store Volume• 10:50 When New Stores Underperform: What Comes Next• 14:30 Behind the 94% Training Completion Rate• 17:12 Training ROI: What Metrics Really Matter• 20:05 Creating a Culture That Keeps People• 22:40 Why We Pay $20K at Year 5• 25:18 Ideal P&L: Spotting Trouble Before It Hits• 29:00 Using Opus + Ovation to Solve Real Store Problems• 31:10 Lightning Round: The Realities of Growth, Store by StoreAbout UsOpus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get About UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

"District managers are the brand—they're the stamp for everything we stand for." Elle Piper learned this truth the hard way, starting as an undertrained district manager who had to ask her own direct reports to teach her the basics. Now as Senior Director of Operations at 7 Leaves Cafe, she's helped grow the brand from a handful of stores to 41+ locations by focusing on what most operators miss: the pivotal role of field leadership. In this episode, Elle shares why you can feel a struggling store the moment you walk in, how to spot management potential through turnover patterns, and why soft skills training should come before technical training. Her journey from pandemic job loss to operational leadership offers a masterclass in building bench strength from the ground up.Key TakeawaysThe Heartbeat Test: You can feel if a store has life—it shows in team members' faces, product quality, and customer experienceDistrict Managers as Brand Stamps: With hundreds of employees in their charge, DMs are the company's representation to every team memberTacit Approval Tells All: The #1 indicator of management commitment is what behaviors they allow to continue unchallengedSoft Skills First: In an AI-driven future, human connection becomes your competitive advantage—train for it nowThe Courage to Ask: Elle asked her direct reports to train her like a newbie—vulnerability in leadership drives real growthPerfect For: Operations leaders building homegrown talent pipelines, district managers transitioning from technical excellence to people leadership, L&D teams developing field leadership programs, and executives scaling from 10 to 50+ locations while maintaining culture.About Elle Piper: Senior Director of Operations at 7 Leaves Cafe, overseeing 41+ locations across corporate and franchise units. Started as a district manager in 2020 after losing her previous role when her company closed 97 locations during the pandemic. Former competitive athlete who approaches operations as a team sport, bringing field-tested wisdom about what actually drives store performance. Known for her emphasis on empathy without strings and building psychological safety across operations teams.Time Stamp Chapters00:00 From Pandemic Job Loss to Operations Leadership02:23 Decisions I'd Handle Differently After 5 Years04:48 How to Read a Store in 30 Seconds08:25 Why District Managers Are Your Most Pivotal Role14:10 Why Soft Skills Training Comes First16:10 Turnover Never Lies: Spotting Management Potential19:49 Having the Hard Conversations with High Performers23:44 What Every New District Manager Needs to Know31:46 Lightning Round: From Baskin Robbins to LeadershipAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

When you open your second location, everything changes. You can't be in two places at once, and suddenly you realize: you need to shift from operator to CEO. Carl Bachmann learned this lesson as a 12-year Ruby Tuesday franchisee before leading turnarounds at Smashburger and BurgerFi. Now as President and COO of Riko's Pizza, he's building franchise infrastructure from scratch. In this episode, Carl shares his 5 pillars for franchise success, why you should "grow like a bush, not like a vine," and the critical skills every scaling franchisee needs. His dual perspective as both operator and executive delivers insights you can implement immediately.Key TakeawaysThe 5 Pillars Framework: Infrastructure (people), Product Quality, Portfolio Definition, Gold Standard Processes, MarketingGrow Like a Bush: Expand in 5-10 mile circles for better supply chain, marketing penetration, and operational supportThe Magic Number: Keep 20-30% corporate stores to test innovations and maintain skin in the gameThe Second Location Reality: When franchisees can't be everywhere at once, financial acumen becomes non-negotiableTrain on Your Dime: Test everything in corporate stores before rolling out to franchisees6-Week Investment: Successful franchisees complete full training—those who take it seriously have the highest success ratesPerfect For: Franchise executives building infrastructure from scratch, multi-unit operators scaling from 10 to 50+ locations, franchisees expanding to their second brand, and leaders balancing corporate support with franchise independence.About Carl Bachmann: President and COO of Riko's Pizza, bringing 30+ years of restaurant industry experience from both sides of franchising. Former franchisee (12 years with Ruby Tuesday), C-suite turnaround specialist at BurgerFi (CEO), Smashburger (COO/President/CEO), and Bertucci's (SVP Operations). Now building franchise infrastructure from the ground up for Riko's tavern-style pizza concept, expanding from 12 to 50+ locations.Time Stamp Chapters00:00 Why a 30-Year Veteran Chose to Build vs. Turnaround02:32 From Ruby Tuesday Franchisee to C-Suite Executive05:34 The 3 Things That Signal a Winning Franchise Model07:00 The 5 Pillars Framework Explained08:18 The 5 Pillars Every Franchise System Needs11:02 Why Franchisees Belong at the Top of Your Org Chart13:41 What Today's Successful Franchisees Look Like16:33 "Grow Like a Bush" - The Geography of Success19:10 The 20-30% Rule for Corporate Stores21:48 The Skills That Actually Matter for New Franchisees24:42 Beyond Training: Teaching the Business of Business27:26 Why Unit #2 Changes Everything30:03 Lightning Round: Finding Balance After 30 YearsAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

Etkin Tekin left his corporate strategy position at AB InBev's innovation arm to co-found one of the Northeast's fastest-growing restaurant concepts. While most operators struggle with an expensive recruiting cycle—hire, train, lose people, repeat—Haven Hot Chicken broke this pattern. In this episode, Etkin reveals how they built an internal pipeline that promotes 40% of store leadership from within while maintaining just 10% turnover. This approach has slashed hiring costs, ensured brand consistency, and created the team stability necessary for sustainable rapid expansion.Key Takeaways:Why hiring for culture fit beats skills every time (and how to spot it)Specific tactics that reduced hourly worker turnover to just 10%When to hire specialists vs. generalists during rapid growthHow to build community impact directly into your business modelThe framework for making tech investments that actually improve your bottom lineHow to manage shared leadership with multiple co-founders without chaosPerfect for: Multi-unit restaurant operators, franchise executives, anyone struggling with high turnover, and leaders building teams during rapid growth.About Etkin Tekin: Co-founder and CEO of Haven Hot Chicken, former innovation strategist at ZX Ventures (AB InBev), helping scale Nashville-style hot chicken across the Northeast while building a company culture with industry-leading retention rates.Time Stamp Chapters00:00 Intro: Meet Etkin and Haven Hot Chicken02:04 Origins: Nashville inspiration to pandemic pivots06:50 Career Switch: From AB InBev to hot chicken09:28 Corporate Lessons: Scaling in innovation12:13 Authenticity vs. Scale: Big brands' innovation struggles17:15 Leading Through Ambiguity: When to provide clarity21:06 Low Turnover: How Haven keeps staff24:28 Internal Promotion: Finding leaders without traditional experience27:30 Hiring Evolution: Generalists vs. specialists during growth32:51 Multiple Founders: Division of responsibilities37:26 Beyond Growth: Haven's true mission41:13 Hiring Instincts: Finding the right people43:58 Lightning Round: Career insights and communication basicsAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

In this episode of Back to Basics, Rachael Nemeth sits down with Suzie Tsai, CEO of Bonchon, who brings a rare and refreshing perspective to restaurant leadership, with over 25 years of experience in brand and marketing at companies like Chili’s, On the Border, and Brinker International.Now leading Bonchon through explosive growth—from 150 to 500 locations—Suzie shares how marketing instincts helped her zero in on what actually separates great restaurants from average ones: execution. And that starts with training.They delve into how Bonchon utilizes Opus to ensure consistency across its global, multilingual workforce, why community engagement is a make-or-break metric for franchise success, and how training is more than an operational tool—it’s a brand strategy.This episode explores the overlap between brand integrity, guest experience, and leadership development—and why in Suzie's view, marketers can’t afford to ignore what’s happening inside the four walls of the restaurant.Chapters00:00 Introduction to Suzie Tsai and Bonchon01:50 Rapid Expansion and Challenges in Restaurant Growth03:38 Understanding Brand Identity and Market Positioning05:35 Riding the Wave of Korean Culture09:11 The Importance of Training in Restaurant Success12:53 Marketing and Customer Experience15:47 Challenges in the Restaurant Industry18:23 Building Community and Local Engagement21:20 Franchisee Empowerment and Operational Flexibility23:50 Leadership Development and Team Dynamics27:34 Curiosity vs. Willingness to Learn31:33 Creating a Culture of Learning and Trust35:05 Final Thoughts and Lightning RoundAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

In this episode, we sit down with Anthony Fassio, Chief Retail and Operations Officer at Verve Coffee Roasters—a 14-unit third-wave coffee brand based in Santa Cruz, known for its relationships with growers, surf-town roots, and quality-first approach.Anthony’s specialty is taking craft brands from cult-favorite to national name without losing their “soul”. From Shake Shack to Salt & Straw to now Verve, he’s led the operational growth of beloved brands by building the systems and team development strategies they need to scale.He shares:How Verve is preparing for East Coast expansionWhy “the checklist” isn’t always just a checklistHow his early days growing up on a farm shaped his leadership style.From launching task forces to rolling out training platforms, Anthony offers a practical, people-first approach to operations that’s built to last.This conversation is a deep dive into what it takes to grow a values-driven business—from identifying sacred elements of a brand to making change stick across regions. Anthony opens up about building trust with founders, what most leaders get wrong during early scale, and why being “number two” is where he thrives most.Chapters00:00 Introduction to Anthony Fassio and Verve Coffee Roasters02:31 Understanding Third Wave Coffee06:45 Assessing Brand Culture and Team Dynamics09:34 Balancing Tradition and Evolution in Brand Systems12:32 The Importance of Task Forces in Brand Development14:39 Indicators of Readiness for Brand Expansion16:44 Early Wins in Communication Strategies19:50 Learning from Misjudgments in Operations23:08 The Shift in Training Leadership Roles24:54 The Evolution of Content Creation25:52 Finding Your Niche in the Food Industry27:15 The Role of a Number Two28:35 Building Trust in Teams31:01 Identifying Builders vs. Optimizers32:46 The Importance of Passion in Hiring34:43 Curiosity as a Key Indicator36:34 Training as a Priority for Growth40:43 Lightning Round: Quickfire QuestionsAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

In this episode of Back to Basics, we sit down with Aaron Noveshen, Founder and CEO of Starbird Chicken, and one of the leading innovators in fast casual dining.Aaron shares how Starbird is rethinking people development in one of the most competitive hiring markets—from building an internal leadership pipeline, to implementing transparent pay bands, to offering unique education and ownership opportunities for team members.With a career that spans founding The Culinary Edge and co-founding Pacific Catch and World Wrapps, Aaron brings a rare blend of culinary creativity and operational excellence to the conversation.Chapters00:00 The Journey of Aaron Noveshen04:46 Innovating People Development in Restaurants09:37 Attracting and Retaining Talent13:13 Transparency and Economic Mobility18:45 The Role of Technology in Modern Restaurants23:10 Investing in People Development26:37 Lessons from Early Career ExperiencesAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

In this episode, we sit down with Blake Buchanan, Founder and CEO of Bahama Buck’s—a 100+ unit Midwest-based franchise known for its tropical shaved ice and culture-first approach. Blake started the business as a college student in a 240-square-foot snow shack, and by store #2, he was already franchising—a bold move that sparked what’s now a 35+ year legacy.Blake shares how Bahama Buck’s has sustained growth by investing in people development over product hype. From hiring in competitive cities like Austin and Phoenix to building a leadership pipeline from within, he walks us through the systems that keep their culture strong across every location.This conversation is a rare deep dive into how a long-running family business has created lasting values, governance structures, and innovation without losing its identity. Blake opens up about everything from establishing transparent pay bands and offering family-first benefits to the unexpected leadership lesson he learned from his 13-year-old son.Chapters00:00The Journey of Bahama Bucks11:26Core Principles and Values15:13Creating Mini Vacations for Guests19:51Innovation and Adaptation in Business23:18The Heartbreak of Flavor Rotation24:24Unlocking Leadership Potential26:55Empowering Others for Growth28:22Authenticity in Mission and Values30:18The Role of Feedback in Leadership32:40Learning from Family and Mentors34:15Navigating Family Dynamics in Business37:25The Importance of Family in Business39:23Lightning Round: Quickfire QuestionsAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

In this episode, we sit down with Andy Hooper, restaurant industry leader and former CEO of Hart House, to talk about how people development drives long-term success in hospitality. With experience scaling mission-driven brands and advising operators across the country, Andy offers a clear-eyed look at what it really takes to build teams that deliver consistently excellent service.Hear Andy’s take on navigating leadership transitions, the future of hospitality, and how brands can maintain consistency as they scale. He shares what curiosity reveals in emerging leaders, why training programs should be built around business metrics, and how social dining is reshaping guest expectations.From the value of frontline development to the operational metrics L&D teams should be tracking, Andy breaks down the systems and behaviors behind sustainable hospitality leadership.Tune in to hear why understanding your employees’ lived experience is key to building loyalty — and how investing in people leads to real, measurable results.Chapters00:00 Navigating Change in Leadership02:55 The Importance of People Development05:54 Trends and Challenges in the Restaurant Industry08:53 The Future of Hospitality11:53 Optimism in Social Dining14:54 The Value of Exceptional Hospitality20:21 The Power of Consistency in Hospitality25:32 Training and Development Challenges in Restaurants30:00 Linking Training Success to Business Metrics32:10 Spotting Potential Leaders: The Role of Curiosity38:35 Leadership Lessons and Personal GrowthAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

In this episode, we sit down with Darren Spicer, Co-Founder and CEO of Clutch Coffee Bar, to explore how his brand is revolutionizing the drive-thru coffee experience. With a focus on speed, service, and personal connections, Clutch Coffee has grown to 15 locations across the Carolinas, with plans to double by 2025.Darren shares his journey from barista to CEO, the operational strategies behind Clutch’s rapid success, and why human interaction is the key to standing out in the competitive coffee space. Tune in to hear how Clutch Coffee is generating $1.1M+ per location annually while keeping customer relationships at the heart of its business.Timestamps:00:00 Introduction to Clutch Coffee and Its Mission01:46 The Importance of Customer Experience in Drive-Through Coffee07:31 Creating Meaningful Connections in Quick Service13:07 The Future of Drive-Through Coffee15:46 Training and Developing a Gen Z Workforce21:49 Community Engagement and Building Relationships24:27 Using Opus for efficient and effective training26:52 Lightning Round: Quick Insights from Darren SpicerAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

In this episode of Back to Basics, we explore the findings of the 2025 Hospitality Training 360 Report, focusing on the current state of learning and development (L&D) in the hospitality industry.To practice what we preach, we leveraged Google's NotebookLM to transform our written report into an audio format (yes, these speakers are AI-generated!) to demonstrate our commitment to accessibility and efficient content delivery. Hopefully, this allows us to reach more of our audience while showcasing how AI tools can enhance content adaptability without compromising quality. We hope you enjoy this episode.Download the full report here: https://www.opus.so/hospitality-training-360-report-2025About UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

Celton talks about his leadership journey from store manager to CEO at CC’s coffee, the importance of maintaining a people-first culture (a la southern hospitality + mentions to qualities he looks for in candidates), and the challenges of training and developing employees in the service industry. Celton shares insights from his recent store visits, emphasizing the need for effective training and the value of listening to employees.Timestamps:Chapters00:00 Introduction to CC's Coffee House and Leadership Journey05:03 The Importance of Community and Guest Service05:04 The want for more training08:07 Why Celton chose Opus08:36 Jam Session - example10:40 Identifying people-first leaders11:45 Aspirational Leadership and Legacy Building12:32 The Power of Continual Improvement16:12 Learning from Failures and Accountability16:31 Lightning Round: Personal Insights and Favorites21:01 Power of learning a new skillAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

Get ready for a dynamic conversation as Rachael Nemeth and Gregg Majewski dive into the game-changing impact of AI on the restaurant industry. They break down the biggest challenges—shifting consumer habits, soaring costs, and ongoing labor shortages—while exploring how AI is reshaping everything from customer service to operations. Timestamps:00:02 Introduction00:32 Guest Introduction03:53 The Evolution of the Restaurant Industry05:08 AI and Its Impact on the Service Industry10:55 AI Implementation in Craveworthy Brands14:36 The Role of AI in Training and Development21:26 Future Outlook of AI in Restaurants27:32 Closing Thoughts & Q&AAbout UsOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more. Learn more at www.opus.soHave an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!