What is it that makes a restaurant, any restaurant, stand out above the competition? Quite simply, it is making sure you can deliver on your basics…meaning the promises of good food and drinks, a comfortable atmosphere and service that makes the guest feel like they belong.

Scott Redler is a co-founder of the Freddy’s Frozen Custard and Steakburgers chain and currently he’s also their CXO (that’s chief experience officer by the way, a rare label for a position responsible for how the guest perceives the experience.)

In case you may be somewhere without a Freddy’s, it’s a 400-unit chain and one of the major combatants in the fast casual burger wars going on right now with competitors like Culver’s, Shake Shack and several others.

Since we recorded this, i made it into one of the four “Freddy’s” units in the twin cities. And I gotta say the things you’ll hear from Scott about teaching the attention to some very important details like; steam coming out of the burger when you bite first bite into it… or having crisp very hot fries that hit the basket just seconds before it’s handed to you are exactly what I witnessed for myself. In fact, i watched the operation from a strategic table near the open kitchen for a while, looking for a moment or action that wasn’t “Freddy’s way” as you’ll hear Scott put it.  Scott set Freddy’s up for success by following the fundamentals of serving good food in a comfortable atmosphere with attentive service.