In this episode, we engage with Craig Dunaway, Chief Operating Officer of Penn Station East Coast Subs, to explore the strategic nuances of QSR leadership. With over 24 years in the sector, Craig brings a wealth of knowledge, particularly in managing a successful franchise network. The discussion revolves around the importance of detailed financial management, operational efficiency, and adaptability in a rapidly changing industry. Craig offers a detailed account of how Penn Station responded to the COVID-19 pandemic, highlighting the shift to digital and third-party delivery platforms. He also touches on the integration of AI in customer service and the future trajectory of technology in QSRs.