Dave discusses the evolution of his career, the importance of data-driven decision-making, and adapting along with consumer behavior.

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Dave Tarantelli, VP of Systems at Citizens. Citizens Financial Group, Inc. is one of the nation’s oldest and largest financial institutions. Citizens offers a wide range of retail and commercial banking products and services to individuals, small businesses, middle-market companies, large corporations and institutions. 

Guest Bio:
David brings 20 years of hands-on experience managing large scale projects, while keeping a pulse on the underpinnings and details that make those projects successful.

As Vice President of Systems in the Real Estate Operations Group, David oversees the implementation and management of all business support systems that Citizens uses to operate and manage their real estate portfolio, as well as identifying and executing on continuous improvement opportunities. A long-time advocate of data-driven insights and process improvements, David has planned and executed the implementation of 4 software systems including major modules within those systems and custom integrations. He believes a 360° approach to addressing Citizens’ physical space needs – from managing work orders to capital planning, under one umbrella of integrated systems is crucial in effectively managing the Bank’s assets.Guest Quote:

Timestamps:

00:26 - About Citizens

01:31 - Dave’s journey

02:53 - Do you need a four year degree?

10:38 - Breaking down silos

12:38 - Thinking about Facility Condition Index (FCI)

27:30 - Facilities’ importance in banking

31:19 - Training as a labor shortage solution

44:11 - The cycle of brand-to-consumer interaction

48:02 - Where to find Dave

SPONSOR:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

Links:

• Connect with Dave on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

Brian describes how Racetrac has evolved to fill the needs of the modern consumer. He and Sid discuss the importance of technology in maintaining operational efficiency, and how to deliver a consistent customer experience.

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Brian Nay, Director of Field Services at RaceTrac. Racetrac, a family-owned company, owns and operates more than 550 RaceTrac gas and convenience store locations across seven southern states, and more than 200 RaceWay stores in 12 states across the Southeast.

Guest Bio:
After starting his Racetrac career in the stores, Brian worked his way up through the operations arm of the business before moving to the corporate office in the support center. There he ensured the success of the work order management system, and looked for new features to roll out. He now works in the Director position to work closely with store support teams to make sure brick and mortar maintenance runs smoothly.

Timestamps:

00:26 - All about Racetrac

01:31 - Brian’s journey

03:14 - Maintaining a brand promise

05:13 - Building customer loyalty

10:40 - How operations ensure consistency

17:31 - How to manage cost, but have quality

19:21 - Attracting skilled technicians

22:45 - The importance of evolving 

33:07 - Brian’s advice for the industry

36:14 - Where to find Brian

36:33 - Sid’s takeaways

SPONSOR:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

Links:

• Connect with Brian on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

For the past three seasons, Sid has talked with thought leaders from across various industries and functions. They've discussed the impact of the built environment on delivering on your brand promise, combatting the skilled trades gap, the customer of the future, and more. 

In Season 4, we’re digging even deeper into the world of physical retail. Join us as we speak with the visionary leaders that are shaping our industry. 

Bill discusses the rise of smart facilities, the importance of expanding your network, and why the retail apocalypse isn’t as close as everyone says it is. 

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Bill Yanek, CEO of ConnexFM. ConnexFM is an association that empowers multi-site facilities management professionals to make informed business decisions, enhance their company’s brand and advance their careers.

Guest Bio:
Bill is an experienced Chief Executive Officer with a history of leading associations. He’s skilled in Business Planning, Management, Business Development, Marketing Strategy, and Organizational Development. Bill earned his Juris Doctor (J.D.) from University of Kansas School of Law. 

Timestamps:

01:19 - About ConnexFM

02:48 - Bill’s journey

05:32 - Having an impact on the industry

12:38 - Considering smart facilities

18:04 - The industry’s PR problem

21:40 - Industry trends

28:11 - Is there a retail apocalypse?

38:53 - Why you should build your network

44:35 - Where to find Bill

SPONSOR:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

Links:

• Connect with Bill on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

Wing describes his own genuine, unique, and effective way of standing out while building his brand. 

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Wing Lam, Co-Founder and Owner of Wahoo’s Fish Taco. Wahoo’s is a fast-casual taco chain that serves tacos full of Asian and Brazilian influences, with over 50 locations across the country and Japan.

Guest Bio:
Wing Lam co-founded Wahoo’s Fish Taco in 1988 with his two brothers Ed and Mingo. Wing has nearly 40 years of experience in the restaurant industry. 

Wing makes appearances as the guest speaker/panel at events such as the IEG Conferences and has been featured by nation’s top campuses like Yale, UCLA and USC MBA Program. Lam is also active in the Asian American Journalists Association. He received the 2018 Corporate Creativity and Innovation Leadership Award from the Child Creativity Lab and the 2018 IMPACT Award from the International Executive Council. Lam, his brothers, and Wahoo’s Fish Taco have been named one of the 500 Most Influential by the Orange County Business Journal, Best OC Brand by OC Weekly, the Golden Foodie Award and has countless awards for philanthropy and business achievements.

Timestamps:

00:53 - About Wahoo’s

03:14 - A marketing crash course

07:14 - Importance of brand association

11:32 - Conceptualizing a unique space

15:32 - Functions and the brand

21:55 - Wahoo’s and charity

31:40 - Future thinking

35:54 - Where to find Wing

SPONSOR:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

Links:

• Connect with Wing on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

Myriah explains the critical role of collaboration, innovation, and adaptation in overcoming industry challenges. She emphasizes the value of integration and partnership, as well as cohesive teamwork across departments and with vendor partners. 

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Myriah Kingen, Director of Facilities Management at Tractor Supply Company. For more than 85 years, Tractor Supply Company has served the needs of recreational farmers, ranchers, homeowners, gardeners, pet enthusiasts and all those who enjoy living Life Out Here. Tractor Supply is the largest rural lifestyle retailer in the U.S., ranking 291 on the Fortune 500.

Guest Bio:
With over two decades of diverse experience spanning facilities, construction, and procurement, Myriah possesses a demonstrated proficiency in multi-site asset and portfolio management across various sectors, including traditional and non-traditional retail, as well as healthcare. Her commitment to innovation, strategic thinking, team empowerment, and fostering an enjoyable work environment defines her professional ethos. Currently serving as the Director of Facilities at Tractor Supply Company, Myriah leads a dynamic team supporting all repair and maintenance activities across Tractor Supply and Petsense by Tractor Supply locations. She brings a wealth of industry insight and leadership, reflected in her 18-year engagement with the ConnexFM association, where she has contributed extensively to committees, councils, and served as Board Chair in 2019. Beyond her professional endeavors, Myriah finds solace in travel and adventure, having trekked through four countries, including a memorable 60-mile journey over 13 days in Nepal's Everest region. Her upcoming expedition to trek Mont Blanc further underscores her passion for exploration and challenge.

TIMESTAMPS

**(00:59) - About Tractor Supply

**(01:47) - Myriah’s journey

**(07:51) - Articulating the industry’s value

**(09:22) - Connex FM

**(12:44) - Women in the industry

**(17:14) - Navigating the industry’s challenges

**(28:45) - The consumer of the future

**(34:05) - Where to find Myriah

**(34:44) - Sid’s takeaways

SPONSOR

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

LINKS

• Connect with Myriah on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

Tom discusses the retail industry’s adaptability to changes like the rise of e-commerce and shifting consumer demands. He also notes, however, that a major challenge is a lack of supply to meet the demand for physical retail space, due to minimal new development. 

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Tom McGee, President and CEO of ICSC. ICSC is the leading international membership organization serving the Marketplaces Industry. It promotes and elevates the marketplaces and spaces where people shop, dine, work, play, and gather as foundational and vital ingredients of communities and economies.

Guest Bio:
As the voice of the industry at ICSC, Tom McGee is the leading expert on the marketplaces and spaces where people shop, dine, work, play and gather as foundational and vital ingredients of communities and economies. The majority of the nearly $6 trillion of U.S. consumer activity generated in 2022 by the retail, food-and-beverage, entertainment and consumer service industries occurs within America’s marketplaces, representing approximately 1 out of 4 American jobs.

Prior to joining ICSC, Tom served as Vice Chairman of Deloitte, LLP, the largest professional services firm in the United States. During his 26 years with Deloitte, Tom held global and U.S. leadership roles, including Vice Chairman, Deputy CEO, National Managing Partner of M&A Services, and Global Chief of Staff.

Tom is a noted business speaker with frequent appearances on, among others, Fox Business, Bloomberg and Yahoo Finance. He coined the term “retail renaissance” to describe the convergence of digital and physical channels in retail and is often quoted in national media outlets such as The Wall Street Journal, The New York Times, and USA Today.

Tom is the former chairman of Covenant House International, the largest privately funded charity supporting homeless youth in the Americas. He currently serves on the Loyola Marymount University Board of Trustees and is active in numerous other business and community organizations, including serving as a member of the U.S. Chamber of Commerce Committee of 100.

Timestamps:

**(00:55) – About ICSC

**(08:41) – The supply and demand issue of physical space

**(15:35) – Macro trends

**(17:50) – Long lasting impacts of COVID 

**(28:12) – Advice for functions

**(32:34) – Future thinking

**(37:00) – ICSC’s consumer stats

**(45:19) – Where to find tom

**(46:00) - Sid’s closing thoughts

Sponsor:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

Links:

• Connect with Tom on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

Anjee shares insights from Colliers’ consumer studies. She describes the shift from traditional shopping habits to a more digital and socially driven approach, and notes the importance of integrating online and offline shopping experiences in order to cater to modern consumer preferences.

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Anjee Solanki, Head of US Retail at Colliers. Colliers is a leading diversified professional services and investment management company. Colliers maximizes the potential of property and real assets to accelerate the success of clients, investors and people.

GUEST BIO
In Anjee’s current role, as National Director, Retail Services and Practice Groups for the U.S., she provides strategic leadership to more than 500 retail professionals nationally, covering investment sales, agency, retailer representation, and asset repositioning advisory services.

Anjee Solanki brings 30 years of focused retail estate experience, and world-class expertise regarding everything retail to Colliers International. She provides strategic retail advisory services to enhance value for her clients with her expertise in lifestyle, community, power center, neighborhood, mixed-use retail/residential, and resort retail. 

Her strategy identifies current market and property inefficiencies to capture untapped value through asset repositioning, releasing, redevelopment, rehabilitation, proactive management, and enhanced marketing. 

Creative problem-solving is her specialty, and she becomes a key stakeholder with national and international retailers, such as JPMC, Opry City Stage/Ole Red and Tim Hortons, and many others. Her highly focused approach reduces the risk profile and provides clients with a thoughtful approach executing strategic multi-year planning initiatives. 

TIMESTAMPS

**(01:00) – All about Colliers

**(03:28) – Anjee’s retail outlook

**(07:43) – Online vs. Offline shopping

**(14:56) – The space supply issue

**(19:25) – Physical space creates trust

**(32:16) – Future thinking

**(39:55) – Big growth strategies

**(45:37) – Where to find Anjee

**(45:37) – Sid’s final thoughts

SPONSOR

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

LINKS

• Connect with Anjee on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

Wade discusses the importance of seamless integration between physical and digital experiences. He describes a future where tech enhances operational efficiency, while preserving the people-first nature of hospitality. Wade envisions a future where every channel for accessing food is not only more convenient, but still preserves the fundamental desire for human connection around a table. 

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Wade Allen, EVP of Strategic Growth at Costa Vida. Costa Vida is a Mexican coast-inspired restaurant franchise. Today Costa Vida has restaurants in a growing number of US States and in Canada, and is positioned to be one of the fastest growing restaurant franchises in North America. 

GUEST BIO:
With over 22 years of experience in the restaurant and retail industry, Wade is a seasoned executive with a passion for leading teams to drive transformative business strategy and digital innovation. He’s currently serving as the EVP of Strategic Growth for Costa Vida Fresh Mexican Grill, where he spearheaded initiatives in Marketing, IT, Off-Premise, Analytics, and Guest Insights contributing to the brand's ongoing success. During his nearly decade-long tenure at Brinker International, he held diverse executive roles, including Chief Digital Officer (CDO), Chief Information Officer (CIO), Head of Innovation, and VP of Marketing. Hisstrategic leadership played a pivotal role in shaping the company's trajectory and fostering innovation across various domains.

Wade is recognized for his commitment to building innovative digital and mobile customer experiences, leveraging integrated marketing principles, data insights, emerging technologies, and consistently delivering solutions that resonate with today's tech-savvy consumers. His expertise lies in restaurant and retail innovation and operations, marketing, information technology, data security, customer loyalty, digital transformation, mobility, digital strategy, and advanced analytics. He specializes  in navigating the complex landscape of our industry, consistently pushing the boundaries to stay at the forefront of innovation.

TIMESTAMPS:

**(00:41) – About Costa Vida

**(01:47) – About Wade’s role

**(06:35) – Expectations in dining

**(12:15) – Macro trends

**(15:18) – Keeping up with consumer needs

**(28:23) – Addressing the labor shortage

**(26:52) – Tech in the space 

**(37:09) – Sid’s final thoughts 

SPONSOR:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

LINKS:

• Connect with Wade on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

This year, ServiceChannel commemorates its 25th anniversary. To celebrate, we’ve put together 25 of the most interesting tips for facilities transformation from some of our guests over the past three seasons. 

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we’ll review some of the most compelling insights from our guests over the past three seasons of the show. From the impact of AI to addressing the labor shortage to the customer experience of the future, this episode is a heavy hitter!

TIMESTAMPS:

00:48 - Solving the Facilities PR Problem: Jackie Aubel, host of “Toolbox for the Trades” podcast

02:41 - Good Standards Result in Good Experiences: Roger Goldstein, Executive Director of Facilities and Energy at Panda Restaurant Group 

04:22 - Raising Awareness About Facilities’ Importance: Kara Cutino, Vice President, Store Development, Facilities Services, Asset Protection & Store Purchasing at Ascena Retail Group

06:13 - Shift to Preventative Maintenance: David Shalenbourg, Technical Director with Delhaize Technics 

07:07 - The Short End of the Stick: Nick Ammaturo, Head of Indirect Procurement, Subway

12:02 - Leveraging Technology to Address Shortages: Leigh Pearson, Senior Director of Facilities, sustainability, sourcing, and Procurement at Staples Canada

14:25 - Why Investors are Looking to the Trades: Frankie Costa, CEO of Helios Partners

15:40- Maintenance as Key to Customer Loyalty: Caitlin Wischermann-Ornitz, VP Strategy at Champagne Hospitality

18:10 - Have an Asset Management Strategy: RJ Zanes, Senior Director, Facilities Maintenance at Sam's Club

21:26 - Evolving with Technology: Mike Guinan, Vice President Operations Services at White Castle

22:20 - Make good on Your Investments: Tom Sansoucy, VP, Facilities at EG Group, America

25:00 - Elevate Holistically: John Ludlow, VP of Omni Operations at Designer Brands

28:06 - The Positive Impact of Diversity: Jaclyn Frenzel, President, OnSite

31:23- Accelerate Efficiency with Tech: Deena McKinley,  Chief Experience Officer at Papa Gino’s Pizza 

33:51 - Leveraging VR in the Trades: Doug Donovan, CEO of Interplay Learning

35:22 - The ROI of Investing in Great Customer Experiences: Josh Witte, Director of Energy, Sustainability, and ESG at Dollar Tree

36:33 - Build the Right Team: Kenneth Jones, Director of Facilities at Heartland Dental 

38:40 - Uplift Your Brand Through Facilities: Mark Warren, Vice President, Facilities, Real Estate & Development at KinderCare Learning Companies

39:53 - Make an Experience Seamless: David Bloom, Chief Development and Operating Officer at Capriotti’s and Wing Zone

41:25  - The Necessary Path Forward: Jim Owens, Chief Growth Officer at SDI

43:35  - Using Convenience to Your Advantage: Chris Walton,  Co-CEO of Omni Talk

45:22  - Subtle Design is Your Friend: Mark Landini, Creative Director, Landini Associates

47:56 - Good Relationships Result in Success: Jamie Goldberg, Vice President Real Estate and Development at One Medical

49:15- Closing Thoughts from Sid

SPONSOR:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

LINKS:

• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website