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

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In this episode of Give an Ovation, host Zack Oates sits down with Dawn Lafreeda, one of the most inspiring entrepreneurs and restaurant leaders in the industry. From starting as a server at Denny’s at 16 years old to becoming the largest female franchisee in the full-service restaurant industry, Dawn shares her incredible journey and the drive that fueled her success. She also discusses her passion for supporting women entrepreneurs through her documentary, Show Her the Money, which highlights the challenges women face in securing venture capital funding. Dawn opens up about her commitment to empowering her employees, promoting a positive workplace culture, and giving back to communities through initiatives like the Denny’s Mobile Relief Diner. 

Tune in to hear Dawn’s insights on leadership, resilience, and making a difference both in business and beyond.

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Flame Broiler isn’t just a restaurant; it's a thriving brand with deep roots in Korean cuisine and a strong commitment to guest experience. In this episode of Give an Ovation, we sit down with Christian Lee, the second-generation leader of Flame Broiler, to explore how his family's values and focus on fundamentals have shaped the brand's success. From Fullerton, California, to their expansion across multiple states, Christian shares how they’ve maintained consistency, honored their franchisees, and kept guests coming back for more. 

Thanks, Christian!

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Curious about the secret sauce behind scaling a successful restaurant brand? Get ready to learn from Brandy Blackwell, VP Head of Marketing for Another Broken Egg Cafe, as she shares her journey from key roles at Tijuana Flats, McAlister's Deli, Dunkin', and Jimmy John's. Discover the essential elements of real estate, location, and adaptability that have propelled Another Broken Egg Cafe to over 100 units across 16 states. Brandy breaks down the importance of digital presence and community connection, offering invaluable insights into what makes full-service dining distinctive from QSR and fast-casual experiences. 

Unlock the power of actionable insights with Brandy's expertise on using feedback tools to elevate guest experiences. Learn why proactive measures are crucial and how fostering a supportive environment for franchisees can streamline improvements. Brandy also shares her admiration for industry leaders like Karen Stuck and Don Fox, and discusses Another Broken Egg Cafe's growing influence on social media platforms, including TikTok. This episode is packed with inspiration and expert advice on creating a five-star guest experience that keeps customers coming back.

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In this episode of Give an Ovation, host Zack Oates talks to Scott Henderson, CEO and co-founder of Salad Station. Scott shares how his agricultural roots in South Louisiana inspired him to create a fast, healthy restaurant concept that has grown to over 36 locations. 

He discusses the importance of maintaining freshness, cleanliness, and hospitality in the guest experience while also highlighting his entrepreneurial journey from a young produce supplier to a successful restaurateur. Scott’s focus on guest interaction and delivering a “wow” experience has driven the brand’s success, even in challenging times. Tune in to learn how a focus on guest-first mentality and community-driven innovation led Salad Station to thrive.

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Unlock the secrets to rekindling lost customer relationships with expert insights from Dan Pfister, Founder of WinBack Labs. Discover proven strategies for understanding why customers leave and how to effectively bring them back. Dan highlights the importance of strategic outreach and ensuring customers feel heard and valued. Learn how the peak-end rule can transform dissatisfied customers into loyal advocates through memorable final interactions.

Hear real-world examples from Marriott Hotels and Tylenol, demonstrating the powerful impact of effective problem resolution. Plus, get practical tips for responding to online reviews and uncovering the root causes of customer dissatisfaction to enhance your recovery strategies. 

Thanks Dan!

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Can a great customer experience truly begin with how you treat your employees? In this fascinating episode of Give an Ovation, we host Jill Raff, the dynamic Founder and CEO of the Jill Raff Group, who makes a compelling case for her EX2CX® approach, for which she is an advisor. Drawing from her extensive background and personal history in the industry, Jill shows us why investing in your employees is the secret sauce to exceptional customer service. She uncovers the pitfalls of "warm body hiring" and task training while advocating for a deeper education on company values, vision, and mission.

Thanks, Jill!

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What does it take to turn failure into a stepping stone for success? Perry Rogers, the legendary sports marketing executive and agent behind iconic athletes like Shaquille O'Neal and his restaurant Big Chicken, shares his incredible career journey on today's episode. Listen as Perry recounts a pivotal moment with a challenging business deal and the invaluable advice his father imparted about embracing failure. Through his personal anecdotes, Perry emphasizes the importance of humility, resilience, and the lessons learned from setbacks. This is an inspiring conversation packed with practical insights for navigating life's inevitable challenges.

Thanks, Perry!

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In this episode of Give an Ovation, Zack Oates interviews Chris Treloar, CEO of PLNT Burger, to uncover his secrets to creating a standout guest experience in the restaurant industry. From his roots at Friendly's to leading a successful plant-based burger brand, Chris shares his insights on keeping operations simple, building strong relationships, fostering a positive work environment, and responding effectively to guest feedback. Tune in to learn how these strategies can transform your restaurant operations and guest satisfaction.

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Join us for another episode of Give an Ovation, the Restaurant Guest Experience Podcast, as we dive into the fascinating journey of Michael Ungaro, CEO of San Pedro Fish Market. From setting Guinness World Records to becoming one of the most Instagrammed restaurants in the U.S., Michael shares his visionary approach to seafood, hospitality, and overcoming adversity. Learn how this family business evolved into a culinary icon through innovation, customer-centricity, and storytelling. Discover the secrets behind their award-winning web series, Kings of Fish, and get inspired by Michael's relentless pursuit of excellence. 

Thanks, Michael!

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Ever wondered what goes into creating a dining experience so memorable that guests can't stop talking about it? Join us as we sit down with Jason Ganahl, the genius behind GQue Championship Barbecue, Denver’s first and only championship barbecue restaurant. Jason spills the beans on the art of personalized service, maintaining a consistent restaurant presence, and the transformative power of creating unforgettable moments for guests. 

We also uncover the magic behind Ovation's feedback platform that has led Jason to a hundred percent response rate on customer feedback, boosting guest satisfaction and sparking raving fans.

Thanks, Jason!