The Main Course

In today's world of fast-paced culinary innovations, there's a classic treat that remains timeless and universally loved: the cookie. Recent trends have shown a surge in gourmet cookie shops, with a particular emphasis on unique flavors and high-quality ingredients. Studies by the National Bakers Association help show how popular gourmet cookie shops continue to be among all generation of consumers. So what drives this renewed passion for a traditional dessert, and how do entrepreneurs navigate the competitive cookie landscape?

On this episode of The Main Course, host by Barbara Castiglia digs into the world of cookies and gourmet cookie shops with Courtney Cowan, the Founder & Owner of Milk Jar Cookies. Together they explore the journey of turning a childhood passion into a thriving business, the science behind the perfect cookie, and the future of cookie franchising. Topics covered in this discussion include...

- The origin story of Milk Jar Cookies and Courtney's self-taught baking journey.

- The importance of understanding the science behind baking and how a simple ingredient like baking soda can make or break a cookie.

- The evolution of Milk Jar Cookies from a one-bedroom apartment venture to a renowned storefront on Wilshire Boulevard.

Courtney Cowan is the Founder & Owner of Milk Jar Cookies. A self-taught baker, Courtney's love for cookies began in her childhood, with her mother introducing her to the basics of baking. Over the years, she developed her unique cookie recipes, which became a hit among friends and colleagues. With a background in English education and a stint in the television industry, Courtney combined her passion for baking and her entrepreneurial spirit to establish Milk Jar Cookies in 2013. Today, her brand stands as a testament to the potential of gourmet cookie shops.

In an age where convenience is king, the drive-thru model has become an integral part of the food and beverage industry. With the rise of on-the-go lifestyles and the need for quick service, drive-thrus have evolved from mere transactional points to hubs of customer interaction. Recent data suggests that over 60% to 70% of all fast-food sales in the U.S. are made at drive-thrus, emphasizing their significance in today's market. But how can businesses ensure that the drive-thru experience remains personal and customer-centric, rather than just another transaction?

On this episode of The Main Course, host Barbara Castiglia delves into the world of drive-thru coffee with Darren Spicer, Co-Founder and CEO of Clutch Coffee Bar. Together, they discuss the nuances of creating a unique drive-thru experience that prioritizes customer connection. Topics covered in this episode include...

- The journey of Clutch Coffee from its West Coast origins to its rapid expansion in the Carolinas.

- The evolution of the drive-thru model and the importance of face-to-face interactions.

- The role of technology in enhancing the drive-thru experience while maintaining a personal touch.

Darren Spicer, a West Coast native with a deep-rooted passion for coffee, began his journey in the industry back in 2004. Over the years, he transitioned from part-time jobs in coffee shops to roles in sports marketing and medical device sales. However, his love for coffee and building relationships pulled him back, leading to the inception of Clutch Coffee Bar. With a customer-centric focus and a unique concept, Darren aims to redefine the drive-thru experience for coffee lovers.

When people go to a restaurant, personalizing the dining experience is a critical factor in making an impact that keeps customers returning. What better way to capitalize on that experience than through music?

In recent years, the restaurant industry has seen a significant shift towards personalizing the dining experience for guests. As the industry transitioned through 2020 and welcomed guests back into dining establishments, the emphasis on creating a unique and memorable experience for each patron became paramount. A crucial element in this transformation is music. According to the Colorado Restaurant Association, 86% percent of people who participated in a recent BMI study said music can enhance their dining experience, making it an essential tool for restaurateurs.

So, how does music play a role in personalizing the dining experience, and how can restaurant owners leverage it to create ambiance for their patrons?

Welcome to The Main Course, hosted by Barbara Castiglia. In this episode, Castiglia examines music and its impact on the dining experience with guest Ross Honey, President and CEO at TouchTunes.

Key Discussion Points:

• The evolution of the restaurant jukebox and its transition into the digital age

• The significance of music in enhancing the ambiance of a restaurant

• How TouchTunes is revolutionizing the music experience in dining establishments

Ross Honey is the dynamic force behind TouchTunes, leading the company as its President and CEO. With a rich background in digital entertainment, Honey spent a decade at Microsoft, primarily focusing on the Xbox business. His journey with TouchTunes began seven and a half years ago. Under his leadership, TouchTunes has expanded its reach to over 65,000 locations across North America and the UK, providing a personalized music experience for patrons. Honey’s dedication to enhancing the dining experience through music has made TouchTunes a game-changer in the industry.

In recent years, there’s been a vibrant resurgence in celebrating and preserving cultural heritage. As the world becomes more interconnected, there's a wonderful opportunity to share and relish the diverse traditions that make each culture unique. One such tradition is the rich tapestry of Jewish culinary traditions, which, much like the Rosh Hashanah celebrations, is a blend of stories, memories, history, and the hope for a sweet and bountiful future. According to a study by the Pew Research Center, 72% of Jewish Americans engage in cultural activities like cooking Jewish food.

How can society ensure that these culinary traditions, deeply rooted in storytelling and family, continue to thrive for future generations?

Welcome to The Main Course, where host Barbara Castiglia engages in a delightful conversation with Amanda Dell, the Program Director of The Jewish Food Society. This episode promises a journey into the beautiful intersection of food, storytelling, and Jewish culture.

Key discussion points include:

• The role of food in celebrating Jewish culinary traditions and culture

• Amanda Dell's journey from the world of hospitality to The Jewish Food Society

• The mission and initiatives of The Jewish Food Society, especially during recent global challenges

As the Program Director of The Jewish Food Society and the podcast host of “Schmaltzy,” Amanda Dell brings a wealth of knowledge and passion. With a background in the restaurant industry, including time at the renowned Gramercy Tavern, Amanda's dedication to preserving culinary heritage shines through. The Jewish Food Society's efforts to archive family recipes, histories, and stories ensure these treasures remain vibrant and accessible.

Creating generational wealth is a goal for many, yet it seems increasingly unobtainable in recent years. One path still open to make those goals a reality is in the world of franchising. Contrary to expectations, the pandemic did not deter individuals from seeing the potential of owning and operating a restaurant franchise. The desire to establish a sustainable business and create generational wealth has only intensified. According to industry insights, there’s been a notable increase in franchise inquiries since the onset of COVID-19, with franchise job and unit growth outpacing pre-pandemic levels.

But what drives someone to dive into the world of franchising, especially when they have little to no prior experience in the field?

Welcome to The Main Course, hosted by Barbara Castiglia. In this episode, Castiglia looks at the allure and promise of franchising with her guest, Tarji Carter, Founder and President of The Franchise Player.

Castiglia and Tarji discuss the following during their conversation:

• The increasing appeal of franchising as a career and investment opportunity

• Tarji’s unexpected journey from the hotel industry to becoming a pivotal figure in restaurant franchising

• The mission and vision behind The Franchise Player’s aims to educate and empower underserved communities about franchising opportunities

Tarji Carter, a seasoned professional in the franchising space, began her journey in the hotel industry. Her serendipitous encounter with the president of Citibank led her to Focus Brands, where she rapidly climbed the ranks, eventually overseeing franchise sales for Carvel ice cream on a national scale. Recognizing the lack of representation in franchising, Tarji founded The Franchise Player. Her organization aims to provide education, opportunities, and resources about franchising, particularly to the Black community. With over fifteen years of experience selling franchises for globally recognized brands, Tarji is passionate about sharing her knowledge and helping others realize the potential of franchising to create generational wealth.

The Main Course host, Barbara Castiglia, sat down with Frank E. Olivieri, the owner of the iconic Pat’s King of Steaks in Philadelphia. Olivieri serves up the rich history of the cheesesteak, emphasizing the importance of fresh ingredients and the unique taste of their signature cheese. He also shares personal anecdotes from his early days in the restaurant, highlighting the challenges and rewards of maintaining a culinary legacy. Olivieri also discusses how Pat’s King of Steaks uses Goldbelly to spread the love of cheesesteaks with fans nationwide. This episode offers a mouth-watering insight into what makes a cheesesteak truly special.

The restaurant industry, already grappling with the challenges of the pandemic, now faces another menace: sophisticated restaurant scams. As eateries worldwide strive to recover, many of them fall prey to scammers. QR codes, which gained popularity in restaurants during the pandemic, are vulnerable to cyber-attacks. The National Restaurant Association puts restaurant losses due to fraud as much as 4% of sales annually. There is no doubt; fraud and scams are on the rise. Still, with customers wanting to use the convenience of QR codes and access to free Wi-Fi, risks are part of the territory for the restaurant industry.

But what exactly are these scams, and how can restaurant owners protect themselves?

Welcome to The Main Course, hosted by Barbara Castiglia. In this episode, Castiglia looks into the issue of sophisticated restaurant scams. Joining her is David McClellan, the president, and CEO of Social Catfish, an expert in online scams and deceptive practices.

Castiglia and McClellan discuss the following issues:

• The rise of business email compromise scams

• The shift in scammer focus during the COVID-19 pandemic

• The dangers of data breaches and the importance of online security

A seasoned internet marketer, David McClellan unexpectedly found himself at the forefront of the fight against online scams. With a background in running some of the world’s largest websites, David’s journey with Social Catfish began as a simple website project. Today, it is a beacon of hope for those looking to protect themselves online. Despite not having a formal college degree, David’s self-taught expertise and dedication have led him to work with major companies, helping millions stay safe online.

The episode sheds light on the various scams plaguing the restaurant industry. From fake utility bill threats during peak business hours to convoluted reservation scams promising large orders, restaurant owners are constantly on their toes. With the internet still resembling the “Wild Wild West,” the episode emphasizes the importance of education, awareness, and the right tools to combat these threats.

On The Main Course, hosted by Barbara Castiglia, Ray Chung, the Director of Design at The Johnson Studio at Cooper Carry, delves into the intricate art of restaurant design. From the importance of lighting and acoustics to the essence of storytelling in creating an ambiance, Chung emphasizes the need for a holistic approach. Drawing from his rich experience in architecture and interior design, he highlights the balance of aesthetics and functionality, ensuring that every element enhances the dining experience.

As dining preferences shift towards healthier options, the restaurant industry is evolving to keep pace, particularly in franchise operations.

Quality can sometimes fall by the wayside in a food culture dominated by convenience and speed. However, restaurant franchises realize that the key to customer loyalty and long-term success lies in maintaining quality while expanding the business. According to estimates, over 1.5 billion chicken wings were consumed during the Super Bowl weekend alone, indicating the massive potential of this market segment.

But how does a brand successfully navigate the crowded and competitive franchise operations landscape? What differentiates a successful franchise from one that falls flat? In the ever-changing world of restaurant franchising, what are the key factors for sustainable growth and customer satisfaction?

In the latest episode of The Main Course, host Barbara Castiglia delves into these questions and more with guest Zak Omar, CEO of Atomic Wings. This engaging conversation explores how Atomic Wings stands out in the crowded chicken wings market through its commitment to quality, strategic franchise location selection, and community involvement.

Castiglia and Omar’s conversation include the following:

• Atomic Wings' unique value proposition, underscored by their commitment to quality and healthy food options with antibiotic-hormone-free chicken, gluten-free sauces, and the option for grilled wings

• How Atomic Wings leverages advanced data analytics to choose franchise locations strategically

• The integral role of franchisees in fostering a strong company culture and establishing a strong community presence

“To maintain a certain standard of operations, we need our franchisees in their stores” Omar emphasized, underscoring the importance of franchisee involvement in building a brand’s culture and connection with the local community.

Zak Omar is not only the CEO of Atomic Wings but also has a rich background in the franchising industry as a former franchisee. This unique perspective equips him with a deep understanding of the challenges and opportunities in the sector, which he expertly applies in driving the success of Atomic Wings. Omar’s insights are invaluable for anyone interested in the intersection of quality, growth, and community engagement in the restaurant franchising industry.

Digital Restaurants aren’t literally digital. Technology hasn’t evolved to the point where digital food is a thing. And if it were a thing, are people ready to eat it? Probably not.

But whether it’s a QSR with online ordering apps, a popular sit-down restaurant chain using online ordering and delivery, or even the favorite local establishment utilizing tabletop QR codes to display menus and integrated POS systems, digital restaurants are enmeshed into the fabric of the restaurant industry.

During the pandemic, digital transformation saved the restaurant industry, and customers liked the innovations. The seamless online ordering experiences customers used to get restaurant food during the pandemic continued long after restaurants were able to re-open their doors. And with staffing a continued issue for restaurants, technology innovations from ordering to back-of-the-house operations solutions are making a difference in keeping customers satisfied with less help.

For restaurants, navigating those digital waters can take time and effort. There is so much technology available. What software to get? What’s the best digital strategy to handle the needs and be an effective and efficient digital restaurant?

Barbara Castiglia, the host of The Main Course podcast, reached out to someone in the restaurant industry helping digital restaurants with all these issues and challenges to ensure they know what technology will best propel them forward. Joe Reinstein, The Executive Director of the Digital Restaurant Association, said any restaurant relying on digital technology to operate its restaurant is considered a digital restaurant.

“It could be online ordering for take-out and delivery, working with third-party delivery services, but it also could just be in managing their inventory, their food, their operation, their staffing, banking; all aspects of the restaurant business are digital these days,” Reinstein said.

Castiglia and Reinstein also discussed the following during the episode:

1. How the pandemic affected the digital transformation of restaurants

2. How the Digital Restaurant Association helps restaurants with their digital technology needs and challenges

3. What customers want from restaurants in terms of digital technology and services

“The customers want convenience,” Reinstein said. “There’s no question; they want to be able to get the food they want when they want it, where they want it, how they want it. And they’re willing to pay for that convenience. That is wonderful. The third-party delivery services have been fantastic for the restaurant industry, saving the industry during the pandemic and even now.”

Joe Reinstein works at the intersection of digital media, technology, and public policy. He helps restaurants move from digital disruption to digital transformation. Reinstein is a transformational marketing professional, brand builder, and growth architect with the vision and leadership necessary to steer the DRA (Digital Restaurant Association) to generate awareness, increase membership, launch strategic partnerships, and provide educational resources and technology solutions for DRA restaurant members. He helps restaurant owners increase online revenue, improve performance, and streamline operations. Reinstein received his BA in government, economics, and art history from Oberlin College.