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

Send us Fan Mail

Skeeter Miller, founder and president of County Line Barbecue, joins Zack Oates to share how a Texas barbecue restaurant has continued evolving after more than five decades in business. From going from just 10 to 20 dinners a day to hundreds after a Texas Monthly write-up, to building a multimillion-dollar private events business, Skeeter shares the stories and ideas that have kept County Line relevant for 51 years.

Zack and Skeeter discuss:

• How County Line became a Texas barbecue institution
•  Why successful restaurants have to be willing to change
•  Turning employee ideas into new revenue opportunities
•  Growing private events from $100,000 to nearly $4 million
•  Creating memorable experiences beyond the food
•  Why great service still makes the biggest difference

Thanks, Skeeter!

Links:

https://www.instagram.com/countylinebbqsa/?hl=en

https://www.linkedin.com/in/skeeter-miller-61716926/

https://www.linkedin.com/company/county-line-incorporated/

https://countyline.com/

Send us Fan Mail

John Owen, CEO of Blaze Pizza, joins Zack Oates to discuss how restaurants can create memorable guest experiences through personalization, consistency, and strong execution. With more than three decades of leadership experience across brands like McDonald's, Subway, and Scooter's Coffee, John shares why understanding the difference between customization and personalization is critical for today's restaurants.

Zack and John discuss:

• Why personalization matters more than ever in hospitality
•  The difference between customizing a product and personalizing an experience
•  How brands should approach innovation and market disruption
•  Why customer feedback must guide restaurant decisions
•  Building consistency across hundreds of locations
•  What restaurants can learn from Chick-fil-A's guest experience strategy

Thanks, John!

Links:

https://www.instagram.com/blazepizza/?hl=en

https://www.linkedin.com/in/john-o-73422325/

https://www.linkedin.com/company/blazepizza/

https://www.blazepizza.com/

Send us Fan Mail

Jim Mazany, CEO of P.F. Chang's, joins Zack Oates to discuss how one of America's most iconic restaurant brands continues to evolve while staying true to its hospitality roots. From creating memorable dining experiences to balancing value with premium quality, Jim shares why every guest interaction is an opportunity to build lasting loyalty.

Zack and Jim discuss:

• Creating memorable experiences that guests return for years later
•  Balancing value with an elevated dining experience
•  Why consistency builds long-term guest loyalty
•  Using menu innovation to keep the brand relevant
•  How small hospitality moments create lasting emotional connections
•  The importance of staying authentic while evolving with guest expectations

Thanks, Jim!

Links:

https://www.instagram.com/pfchangs/?hl=en

https://www.linkedin.com/in/jimmazany/

https://www.linkedin.com/company/pfchangs/

https://www.pfchangs.com/

Send us Fan Mail

Brianna Keefe, founder of Toastique, joins Zack Oates to discuss how she built a health-focused restaurant concept from one Washington, D.C. location into a rapidly growing franchise brand. Brianna shares why Toastique prioritizes owner-operators, how the brand creates value without compromising ingredient quality, and why the personal touch remains essential as the company scales.

Zack and Brianna discuss:

• Why Toastique chose an owner-operator franchise model
•  How personal interactions create repeat guests
•  Building consistency across a growing restaurant brand
•  Why healthy food doesn't have to sacrifice experience
•  Protecting ingredient quality despite cost pressures
•  Why short-term savings can hurt a brand long-term

Thanks, Brianna!

Links:

https://www.instagram.com/toastique/

https://www.linkedin.com/in/brianna-keefe-4a735087/

https://www.linkedin.com/company/toastique/

https://toastique.com/

Send us Fan Mail

John Dikos, CEO of Great Harvest Bread Company, joins Zack Oates to discuss what it takes to modernize a beloved restaurant brand without losing the traditions that made it successful. From preserving Great Harvest's commitment to fresh-milled wheat and scratch baking to using guest data more effectively, John shares how authenticity and hospitality continue to differentiate the brand nearly 50 years after its founding.

Zack and John discuss:

• Why Great Harvest refuses to compromise on bread quality
•  How authentic hospitality begins the moment guests walk through the door
•  Using guest data to improve long-term loyalty
•  The value of staying true to a brand's founding principles
•  Why storytelling matters as much as product quality
•  How Great Harvest is preparing for its next chapter of growth

Thanks, John!

Links:

https://www.instagram.com/greatharvest/?hl=en

https://www.linkedin.com/in/john-dikos/

https://www.linkedin.com/company/great-harvest-bread-co./

https://www.greatharvest.com/

Send us Fan Mail

Chris Ives, CEO and President of Bubbakoo's Burritos, joins Zack Oates to discuss why genuine hospitality remains one of the most powerful competitive advantages in restaurants. Drawing on experience across finance, operations, and executive leadership, Chris explains how strong culture, engaged teams, and thoughtful guest interactions ultimately drive profitability for franchisees.

Zack and Chris discuss:

• Why culture matters more than metrics alone
•  The connection between guest experience and restaurant profitability
•  How genuine hospitality creates loyal guests
•  Why restaurants should get back to the basics
•  Balancing technology with human connection
•  Using guest feedback to improve operations across franchise locations

Thanks, Chris!

Links:

https://www.instagram.com/bubbakoosburritos/?hl=en

https://www.linkedin.com/in/chris-ives-cfe-66b76940/

https://www.linkedin.com/company/bubbakoos-burritos/

Send us Fan Mail

Sullivan Finlay joins Zack Oates to explore why authenticity, consistency, and relatable storytelling matter more than ever in today's social media landscape. After leaving a career in accounting and enterprise software, Sullivan built a full-time career creating comedy that resonates with millions by capturing the realities of corporate life. Along the way, he's learned valuable lessons that apply far beyond comedy—including how restaurant brands can create content that people actually want to watch.

Zack and Sullivan discuss:

• Why authentic content consistently outperforms polished marketing
•  How creators develop ideas that resonate with audiences
•  The importance of consistency before something goes viral
•  What restaurant brands can learn from content creators
•  Why collaboration helps expand audiences
•  Simple ways to improve watch time and audience retention

Thanks, Sullivan!

Links:

https://www.instagram.com/sullyfinlay/?hl=en

https://www.tiktok.com/@sullyfinlay

https://www.youtube.com/@sullyfinlay

https://www.linkedin.com/in/sullivanfinlay/

https://sullyfinlay.com/

Send us Fan Mail

Sharon Arthofer, Founder and CEO of SIP Fresh Juice, joins Zack Oates to discuss building a beverage brand around fresh fruit, hospitality, and guest engagement. Sharon shares the story behind SIP Fresh Juice, how the concept was inspired by craft mixology, and why sampling and human interaction remain central to the guest experience.

Zack and Sharon discuss:

• How SIP Fresh Juice was inspired by cocktail culture
•  Creating a healthy indulgence beverage category
•  The role of sampling in driving trial and loyalty
•  Why guest experience starts with human connection
•  Balancing speed, quality, and hospitality
•  Lessons from building brands in mall environments

Thanks, Sharon!

Links:

https://www.instagram.com/sipfresh/?hl=en

https://www.linkedin.com/in/sharon-arthofer-4a646329/

https://www.linkedin.com/company/sip-fresh-franchise/

https://www.sipfreshjuice.com/

Send us Fan Mail

Atul Sood, Chief Business Officer at Curry Up Now, joins Zack Oates to discuss the evolving relationship between restaurant operators and technology providers. Drawing from leadership roles at McDonald's, Kitchen United, and across the food tech ecosystem, Atul shares why relationships still matter, how operators should evaluate technology partners, and why the future belongs to companies that solve real problems rather than simply adding features.

Zack and Atul discuss:

• Why buyers purchase when they're ready, not when sellers push
•  The difference between a product company and a feature company
•  How restaurants should evaluate technology vendors
•  Balancing best-in-class solutions with platform consolidation
•  Why caring is at the center of great guest experiences
•  How AI is changing the future of restaurant technology

Thanks, Atul!

Links:

https://www.instagram.com/curryupnow/?hl=en

https://www.linkedin.com/in/atulsood/

linkedin.com/company/curry-up-now

https://www.curryupnow.com/

Send us Fan Mail

Lance Salsman, SVP of Operations at Mike’s Red Tacos, joins Zack Oates to talk about scaling an experiential restaurant brand while staying obsessed with guest feedback. From his early days working at Pizza Hut as a teenager to leading operations at some of the biggest taco and pizza brands in the country, Lance shares what it takes to build systems that support both team members and guests.

Zack and Lance discuss:

• How Mike’s Red Tacos built a cult-like following
•  Why guest feedback shapes the menu and operations
•  The connection between team member experience and guest experience
•  Using technology to improve accuracy and speed
•  Scaling food truck operations into a growing chain
•  Why restaurant GMs are the most important role in the business

Thanks, Lance!

Links:

https://www.instagram.com/mikesredtacos/

https://www.linkedin.com/in/lsalsman/

https://www.linkedin.com/company/mikes-red-tacos/posts/

https://www.mikesredtacos.com/