Science of Service

What happens when consumer sentiment drops and running a hospitality business suddenly gets even harder? In this episode of Science of Service, we speak to Doug Cunningham—CFO, operator ally, and founder of Crafted Ledgers—about how operators can stay clear-headed when the pressure is on.

Doug shares what he learned scaling Denver Beer Company from one taproom to a multi-location brand, why quick cost-cutting often backfires and why clarity, not panic, should guide every decision.

The conversation breaks down the tools and habits that help teams work smarter: simple dashboards, better KPIs, and tech that actually supports the people using it.

From managing chaos to choosing the right systems, Doug offers a practical roadmap for staying focused, protecting the guest experience, and building a business that can grow even in tough conditions.

If you're looking to tighten operations, strengthen your team, or finally make sense of your numbers, this episode gives you the clarity you need. 

Science of Service Blog

Crafted Ledgers

What does it really take to grow a hospitality brand without watering down what made it special in the first place?

In this episode of Science of Service, Rachel sits down with Ivan Orkin—chef, ramen pioneer, and star of Chef’s Table—and Chad Combs, the operational force behind Ivan Ramen’s growing franchise business. Together, they unpack the reality of scaling a cult favorite into a global brand while staying true to its heart.

From working with co-packers to maintain consistency, to building out a tech stack that rivals larger chains, Ivan and Chad share the systems, mindset, and relentless attention to detail required to keep hospitality front and center—even as the brand expands. 

If you’re thinking about franchising your concept, this episode is a crash course in getting the foundations right, protecting brand authenticity, and ensuring your guests’ expectations are met—no matter where in the world they’re sitting.

Ivan Ramen

Science of Service Blog

What happens when your business depends on third parties to deliver your product, but you still want every order to arrive hot, fresh, and worthy of your name?

In this episode of Science of Service, we dive into the story of Andy Brown, founder of Andy’s Pizza—a neighborhood staple turned regional favorite known for high standards and a refreshingly no-BS approach to delivery.

From making dough in a studio apartment to obsessing over order timeliness and pizza sound quality (yes, really), Andy breaks down the practical magic of doing simple things really well. He shares how he uses tech, training, and good ol' hospitality to create consistency at scale, while still being the kind of place where regulars feel seen.

If you’re in the thick of building a brand that cares as much about quality as it does about growth, this one’s for you. Expect laughs, lessons, and a new respect for the humble cheese slice.

Andy’s Pizza

Science of Service blog

In this episode of Science of Service, we meet Mike Lindsey & Kimberly Love-Lindsey - the husband-and-wife duo behind the fast-growing Lindsey Food Group. 

From finding love on the restaurant floor to launching their first concept during the height of the pandemic, their story is one of risk, resilience, and rewriting the rules of hospitality.

They share how they turned tough industry lessons into a people-first culture that prioritizes fair pay, trust, and training - and how that’s helped them grow from one restaurant to ten in just five years. 

Learn why service charges matter, how leadership begins at orientation, and why their kitchens are proudly homegrown.

If you’re building a business that feeds both people and purpose, this episode has heart, hustle, and a lot of love to help you on the way.

Lillie Pearl, Richmond, VA

Science of Service blog

In this episode of Science of Service, we’re joined by Ryan Handel - restaurant operator turned co-founder and CEO of FIXE, a bookkeeping solution designed by hospitality folks, for hospitality folks. Ryan’s journey started on the floor of a busy restaurant and led to building a platform that now supports thousands of businesses in getting their financial house in order.

We dig into what it really takes to get the most from your financial support - whether that’s a bookkeeper, an accountant, or a whole tech stack. From the difference between cash and accrual accounting, to how to build better habits and relationships around your numbers, Ryan brings plenty of actionable insight and a few too-familiar war stories from the back office.

If you’ve ever opened a spreadsheet and winced, this one’s for you.

Ryan Handel | Linkedin

FIXE

Science of Service blog

In this episode of Science of Service, we’re heading back to school (kind of). We sit down with Henry Borgeson, CEO of Roots Natural Kitchen, to hear how a fast-casual brand born in a college town turned custom bowl complexities into a bold, tech-powered expansion strategy.

Henry shares his journey from customer to CEO (yes, really) and talks us through the lessons learned from building their own app, surviving the pandemic pivot, and choosing the right tech to grow smart—not just fast.

Henry’s been in the weeds and he’s here to talk tech tools, operational growing pains, and how he helped Roots go from campus cool to community staple by focusing on what matters: people, purpose, and a seriously solid kitchen display system.

Come for the operations insights, stay for the El Jefe bowl!

Roots Natural Kitchen

Henry Borgeson | LinkedIn

Science of Service blog

Ever wonder what it really takes to grow your hospitality business with private equity—without losing the mission, magic, or sense of community?

In this episode of Science of Service, host Rachel Stainton Markus sits down with Amir Mostafavi, founder and CEO of South Block—a fast-growing fast-casual brand with purpose at its core. Amir shares how he scaled from a single juice bar to a multi-location operation backed by private equity.

From building a team and tightening KPIs, to learning the investor “love language” and staying true to what made South Block special in the first place, Amir offers a refreshingly honest look at what smart, values-driven growth really looks like in the hospitality world.

If you’re dreaming big, wondering what’s next, or looking to build something lasting, Amir’s story is full of love, growth lessons, and authentic acai.

South Block | Culture

Amir Mostafavi | LinkedIn

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00:00 Introduction
02:00 Amir's Early Lessons: From Family Business to Entrepreneurship
05:05 The Birth of South Block: Community and Connection
09:35 Block by Block: From One Location to Many
12:35 The Decision to Scale: Finding the Right Financial Partner
18:55 The Investor Dating Game
22:40 Scaling Up with Private Equity
26:00 Adapting to Growth
29:55 Staying Connected to the Mission

Thinking about expanding your restaurant but not sure how to fund it? In this episode of Science of Service, host Rachel Stainton Markus sits down with Georgina Cavendish, a financial expert with deep experience in the hospitality industry, to explore the ins and outs of securing funding to grow a restaurant business.

Georgina breaks down the challenges and benefits of working with private equity—and shares her insider tips on preparing your business for investment and maintaining strong relationships with investors. She also reveals why having solid financial systems and a supportive network can make all the difference when scaling a hospitality business.

If you’ve got big growth plans but need a financial roadmap, Georgina’s got you covered with practical advice and industry insights to help you secure the funding you need.

00:00 Introduction: Scaling Your Restaurant Business
00:50 Meet the Expert: Georgina Cavendish
04:20 Georgina's Journey: From the UK to the US
07:05 Funding Your Growth: Options and Strategies
12:20 Understanding Private Equity and Venture Capital
18:20 Preparing Your Business for Investment
28:40 Managing Growth and Scaling Up
30:30 Conclusion: Key Takeaways and Final Thoughts

Science of Service Blog

In our debut episode of Science of Service we dive into the story of William ‘Bill-E’ Stitt and his journey from the corporate restaurant world to running a burgeoning bacon empire in Fairhope, Alabama. 

Billy shares his vision for the Bill-Es brand and discusses the challenges and triumphs of expanding his restaurant business into retail. 
Learn about the importance of quality, strategic partnerships, and effective processes in scaling a hospitality business into retail. 

If you're dreaming of growing your restaurant brand but feel stuck, Bill-Es got plenty of inspiration, plenty of bacon and some practical advice to help you navigate the complex world of retail expansion while maintaining excellence in hospitality.

00:00 Introduction

06:36 Bacon: The Heart and Soul of Bill-E's

10:04 The Journey to Retail Success

17:31 Scaling the Brand

32:08 Bill-E's Future Plans

34:44 Conclusion and Final Thoughts

Bill-E’s website
Try some of Bill-E’s bacon
Science of Service blog

Running a restaurant is no easy feat. Every day brings new challenges, and success takes more than just great food. Science of Service is your guide to navigating the ups and downs of the hospitality management industry, offering real stories, practical advice, and lessons from people who’ve been there. Whether you’re juggling tight margins, managing labor issues, or looking to enhance customer experience, this show is here to help. 

Each episode features honest and insightful conversations with industry pros, seasoned veterans, and rising stars—sharing what worked, what didn’t, and how they kept going when the odds were against them. We’ll help you answer the questions on your mind: How do you streamline operations across multiple locations? How can you take your independent outlet to the next level? What’s the smartest move for advancing your career? With practical strategies and relatable stories, this series is your playbook for thriving in today’s ever-evolving industry. 

Join us as we dive deep into the art and science of running a successful restaurant and share tips, tools, and fresh ideas to make running your business just a little easier.

About our Host:
You probably already know Rachel Stainton Markus for her legendary pot roast that’s the star of any table. Now, get to know her as the host of your favorite podcast all about restaurant operations. She's a restaurant operations storyteller who excels at making the complex and technical engaging and impactful whether it's managing waste, tackling inventory, taming prime costs or harnessing point-of-sale technology. With a passion for food, hospitality management, and delivering an exceptional customer experience, Rachel brings her love for the industry to every episode.

About MarginEdge:
Science of Service is brought to you by the helpful humans at MarginEdge, a restaurant management system created to help you find creative solutions that can get you out of the back office and back onto the floor. Trusted by thousands of restaurants, our unique restaurant technology helps operators save time and focus on what they do best—creating amazing dining experiences.

Listen and hit subscribe to uncover proven strategies and fresh ideas to help your business thrive. And, if you can't get enough of Rachel's insights on our podcast, you can always hear more from her, our team, and valued industry experts offering valuable advice in our newsletter. We'd love for you to join our community, so why not subscribe here today!