The Pre-Shift

How do you take six distinct fast-casual brands and scale them under a single, efficient operational umbrella? In this episode, we sit down with Lauriena Borstein, Chief Operating Officer, and Kyle Mark, Chief Information Officer of WOWorks—the restaurant group behind Saladworks, Frutta Bowls, and Garbanzo, among others.

They share the "One WOW Way," their philosophy for unifying operations, technology, and communication across their entire portfolio. Lauriena details how creating repeatable systems while maintaining flexibility is the key to scaling, and why franchisee profitability is their non-negotiable north star metric. Kyle explains the monumental task of consolidating disparate systems into a single tech stack and how proving the ROI—like a 30-35% increase in digital sales—is crucial for getting franchisee buy-in. This conversation is a masterclass in managing growth, the c between operations and technology, and why a strong culture is built on communication.

Key takeaways

• Building repeatable systems. Scaling any brand requires creating consistent, repeatable systems with flexibility for local execution.
• The "one WOW way" is A core philosophy for shared services like tech and supply chain, which creates efficiency across a multi-brand portfolio.
• Franchisee profitability is #1. Franchisee profitability is the primary metric for success, as no initiative is scalable if it isn't profitable.
• Unify your tech stack for growth. A single tech stack (POS, online ordering, loyalty) simplifies operations, reduces training, and unifies data analysis.
• Communicate, communicate, communicate. Build a strong culture with a consistent communication cadence, ensuring franchisees hear a unified message from all leadership.
• Don't be afraid to fail fast. Growth-minded operators must try new things and be willing to fail fast, dropping what doesn't work to move on quickly.

Resources

• Learn more about WOWorks and their family of brands: 
• Connect with the guests on LinkedIn:
  • Kyle Mark
  • Lauriena Borstein

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.

What does it truly take to turn a successful restaurant into a scalable franchise? In this episode, D.J. sits down with Shawn Saraga, a franchise development expert who has been involved in opening nearly 1,000 franchise locations. Shawn shares his journey from nightclub DJ to franchise guru and dives deep into the realities of restaurant expansion. He explains why franchising is not an exit strategy but an entirely new business that requires immense dedication. Listeners will learn the critical systems and benchmarks a restaurant must have in place before franchising, the "devil in the details" of standardizing your secret sauce, and, most importantly, the non-teachable personality trait to look for in a potential franchisee: persistence.

Key Takeaways

• Prove the Model First: Before you even consider franchising, you need a replicable model. This means having at least two or three successful locations to prove the concept works beyond your direct, daily involvement.
• Franchising is a New Job, Not an Exit: Thinking of franchising as a way to step back is a mistake. It’s an entirely new, full-time role focused on recruiting, real estate, operations, and support. You are no longer just an operator; you are a "king maker."
• Systemize Your Intangibles: The "little things" that make your restaurant special—like your networking style or community involvement—must be documented and turned into a trainable system for your franchisees to follow.
• Location is Non-Negotiable: As Shawn says, "50 feet from great is not great." You cannot afford to compromise on real estate. Diligent, multi-day scouting and research of a location is critical before signing a long-term lease.
• Hire for Persistence: You can teach someone how to make your food, but you can't teach them the grit to get through the hard days. Persistence is the single most important personality trait of a successful franchisee.

Resources

• The Franchise Academy: Learn more about Shawn and his consulting services at thefranchiseacademy.ca.
• Upcoming Book: Keep an eye out for Shawn's book, How to Choose the Right Franchise for You, releasing in early 2026.

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.

What does it truly take to grow a restaurant concept from a single unit to a multi-location brand? In this episode, we're joined by Garrett Mills, Partner at Uncommon Brands, for a deep dive into the world of restaurant growth and investment. Garrett shares his unique journey and unpacks the key financial and qualitative factors his firm evaluates when partnering with emerging brands. From the importance of a strong employee culture to the challenges of letting go of control, this conversation is packed with actionable advice for any operator looking to scale their business and build a lasting brand.

Key Takeaways

• The Financial Trifecta: When evaluating a business, focus on three key ratios: sales-to-investment, store-level margin, and cash-on-cash returns. Achieving strength in at least two of these areas is crucial for attracting investment and ensuring sustainable growth. 
• Embrace the GM-Driven Model: To scale effectively, founders must transition from being hands-on in every detail to empowering their general managers. This requires building trust and creating systems that allow unit-level leaders to take ownership of their stores. 
• Culture Drives Experience: Your employees are the ones driving the guest experience. Investing in a strong employee culture is fundamental to creating a restaurant experience that keeps customers returning. 
• Technology Should Inform Decisions: The most valuable technology partners provide clear information that helps you make better, faster decisions, especially around food and labor costs. The goal is to get GMs out of the back office and onto the floor with guests and staff. 
• Growth Isn't Easy: The path to scaling a restaurant is a grind. Surround yourself with experienced advisors and be prepared to overcome significant challenges along the way. 

Resources

• Uncommon Brands
• Uncommon Brands on LinkedIn
• 7shifts

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.

What does it take to grow a restaurant from a single location to a global phenomenon? In this episode, D.J. sits down with Troy Hooper, CEO of Hot Palate America, the holding company for the rapidly expanding Japanese fast-casual brand, Pepper Lunch. Troy pulls back the curtain on his extensive career, from his early days in the kitchen to leading a global brand. He offers a masterclass on scaling a restaurant business, detailing the crucial transition from hands-on manager to visionary executive. Listeners will learn the key metrics and, more importantly, the mindset required to franchise, the right way to enter new markets successfully, and how to use data to understand your customer on a deeper level. This is a must-listen for any operator with ambitions to grow.

Key Takeaways

• The 3-Thing Rule: To let go effectively, identify the 1-3 things you are most passionate about in your business and focus on them. Outsource everything else to people who are passionate about those specific areas.
• Are You Franchise-Ready? Franchising means leaving the restaurant business and entering the business of providing service to your franchisees. It's a fundamental mindset shift.
• Grow Methodically: The biggest mistake brands make is jumping from one market to another with single stores. Instead, grow adjacent and open at least three locations in a new market quickly to achieve penetration and build an audience.
• Master Market Research: Use technology like geofencing to get demographic and sociographic data on your customers, where they come from, and where else they shop. But don't discount analog research—stand in line at a local grocery store and ask people what they value in a restaurant.
• Real Estate is Everything: After choosing your franchise partner, selecting the right real estate is your most critical decision. It is the most common, painful, and costly mistake. Never call the number on the "For Lease" sign yourself; get professional representation.

Resources

• Pepper Lunch: pepperlunchrestaurants.com
• Connect with Troy: LinkedIn
• Mentioned Tools:
  • Site Zeus

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.

The restaurant industry is at a crossroads, with two powerful forces shaping its future. On one hand, there's the explosive growth of AI and automation, a major topic at the recent National Restaurant Association Show. On the other, there's the timeless need for genuine human connection. This episode explores both.

First, D.J. considers the impact of AI on restaurant operations. Then, he dives into a conversation with Shawn Walchef, the founder of Cali BBQ and Cali BBQ Media, who champions the power of storytelling as a restaurant's ultimate competitive advantage. Shawn provides a practical guide for using the phone in your pocket to build a community, create a loyal following, and drive business. This episode is an essential listen for any operator looking to balance the efficiencies of new technology with the irreplaceable magic of a well-told story.

Key Takeaways:

• Balancing Tech and Touch: While AI is poised to revolutionize restaurant operations, it cannot replace the genuine connection that comes from authentic brand storytelling.
• Your Story is Your Most Valuable Asset: In an increasingly automated world, the unique story of your people, your food, and your passion is what sets you apart.
• The Smartphone is Your Studio: You don't need a massive budget or a marketing team to start building your brand online; the tools are already in your pocket.
• Action Creates Momentum: The most important step is the first one. Start creating content, even if it's imperfect, to begin building your digital presence.
• Digital Hospitality: The modern guest experience is a blend of in-person service and digital engagement. Your online presence is an extension of your restaurant's four walls.

Resources:

• Cali BBQ Media on YouTube: https://www.youtube.com/c/CaliBBQMedia
• Shawn Walchef on Instagram: @shawnpwalchef
• Shawn Walchef on LinkedIn: https://www.linkedin.com/in/shawnwalchef/

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.

The restaurant industry has long struggled with the divide between front and back-of-house compensation. In this archive episode of The Pre-Shift Podcast, Chef Katie Button of Cúrate and La Bodega by Cúrate in Asheville reveals how she completely transformed her restaurant's pay structure after the pandemic shutdown. Katie details her journey from engineering PhD student to award-winning chef, and explains why she took the bold step of eliminating sub-minimum wage pay, implementing a weighted tip pool, and creating transparent pathways for advancement. She candidly discusses the challenges and benefits of this transformation, from staff reactions to financial adjustments, ultimately showing how creating more equitable compensation has strengthened her restaurant team and culture.

Resources

• Connect with Katie Button on LinkedIn 🔗
• Visit: Cúrate and La Bodega by Cúrate 🍽️
• 7shifts Restaurant Management Blog 📝

Chapters

• 00:00 - Introduction to Katie Button and Pre-Shift Podcast
• 00:57 - From engineering PhD to award-winning chef (Katie's background story begins)
• 03:52 - The decision to transform restaurant compensation (discussion of sub-minimum wage issues)
• 07:20 - Understanding the front/back of house pay disparity (holiday season example)
• 08:50 - Katie's personal experience with pay differences
• 11:13 - Creating a new compensation model post-shutdown (weighted tip pools explained)
• 14:16 - How the new model affects team morale and culture
• 15:31 - Financial adjustments required to implement higher wages
• 19:34 - Comprehensive benefits package implementation (healthcare, PTO, etc.)
• 21:07 - PTO structure and fairness for new vs. veteran employees
• 22:00 - Transparency in pay and performance expectations (posting tip pool breakdowns)
• 22:48 - Using Seven Shifts software for transparency
• 23:15 - Introduction to La Bodega (second restaurant)
• 24:08 - Closing and contact information

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.

Building a company culture worth celebrating takes more than just words. In this archive episode of The Pre-Shift Podcast, we revisit our conversation with Michel Falcon, founder and CEO of Brasa Peruvian Kitchen, who shares his journey from management consultant to restaurant entrepreneur. Michel reveals how he built a fast-casual concept with an astonishing 17% employee turnover rate in an industry that typically sees 100-200%. He breaks down exactly how he crafted meaningful core values, implemented an innovative personalized onboarding process, established fair wage practices beyond minimum wage, and created unprecedented pay transparency across all positions. This episode offers practical strategies for operators looking to attract and retain talent while building a values-driven restaurant business.

Resources

• Connect with Michel Falcon on LinkedIn 🔗
• Visit: Brasa Peruvian Kitchen 🍽️
• Book: People-First Culture by Michel Falcon 📚
• 7shifts Restaurant Management Blog 📝

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.

Finding and keeping great restaurant staff is harder than ever in 2025. In this episode of The Pre-Shift Podcast, we talk with Alice Cheng, Founder and CEO of Culinary Agents, about how smart restaurants are winning the hiring game. After 13 years of connecting restaurants with talent, Alice breaks down what works. She explains the "missing middle" skills gap hurting restaurants today and shares practical ways to make your job listings stand out. Whether you're struggling to hire line cooks or looking to build a reputation as a great workplace, Alice offers real solutions you can implement immediately to attract better candidates.

Resources

• Connect with Alice Cheng on LinkedIn 🔗
• Visit: Culinary Agents🍴
• Explore: Hospitality Career Paths 📊
• 7shifts Hiring Guide 📝

Chapters

• 00:00 - Introduction to Alice Cheng
• 02:51 - Evolution of restaurant hiring technology
• 07:53 - What makes Culinary Agents unique
• 13:12 - Current hiring trends in hospitality
• 18:41 - The skills gap in restaurant staffing
• 25:17 - Benefits and perks restaurants are offering
• 31:35 - Hospitality technology integration trends
• 43:00 - Hospitality Career Paths platform
• 47:33 - Advice for positioning as a great employer

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.

Want to build a restaurant career that doesn't leave you burnt out? In this episode of The Pre-Shift Podcast, we chat with Justin Khanna, a chef who's cooked at some of the world's best restaurants, before switching gears to become an educator and founder of Repertoire. Justin takes us behind the scenes of his days at Per Se and The French Laundry, sharing what those kitchens taught him about way more than just cooking great food. He explains why running a successful restaurant isn't just about having a superstar chef but about creating systems that work even when you're not there. Justin also dives into how his education platform helps restaurants keep their best staff by actually measuring what makes someone good at their job. If you want to level up your restaurant career or build a team that sticks around, you'll walk away with practical ideas you can use immediately.

Resources

• Connect with Justin Khanna on LinkedIn and TikTok 🔗
• Visit: Repertoire 📚
• Watch: Justin's YouTube Channel 📺
• 7shifts Restaurant Management Training Guide 📝

Chapters

• 0:00 - Justin's culinary background and content creation
• 2:12 - Fine dining kitchens
• 5:40 - What fine dining kitchen culture is really like
• 11:10 - Finding your own voice as a chef
• 15:35 - Restaurant concepts vs chef personalities
• 21:30 - From pop-ups to full-time content creation
• 23:30 - The evolution of restaurant content creation
• 27:55 - Why Justin created Repertoire
• 33:25 - Repertoire's focus
• 38:50 - Justin advice for aspiring hospitality content creators

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.

AI is changing the restaurant marketing game in ways that can save you time while boosting your revenue. In this episode of The Pre-Shift Podcast, I chat with Josh Kopel, a Michelin-awarded restaurateur who's truly mastered the marketing side of the business.

Josh breaks down how restaurants of any size can use AI tools like ChatGPT to create better email campaigns, design loyalty programs that actually work, and analyze menu performance - all without needing a marketing degree.

What I love about Josh's approach is how practical it is. He shows you exactly how to get started, even if you've never used AI before. And for just $20 a month, you can access tools that Josh says are like "hiring an expert instead of a teenager."

Restaurant owners drowning in spreadsheets and those looking to bring more guests through the door will find Josh's strategies helpful for saving hours each week while potentially adding thousands to monthly revenue.

Resources

• Connect with Josh on LinkedIn 🔗
• Check out JoshKopel.com 🌐
• Join Josh's monthly 5-day challenge for restaurant owners 🚀
• 7shifts: How Top Multi-Unit Restaurants are Using Tech to Grow📱

Chapters

• 01:27 - Meeting Josh Kopel
• 05:15 - Getting started with AI (even if you're intimidated)
• 07:05 - Creating marketing campaigns that actually convert
• 13:14 - Building loyalty programs inspired by credit card companies
• 19:39 - Using AI to identify menu winners and losers
• 22:44 - The future of restaurant tech that excites Josh
• 28:13 - Final advice for the overwhelmed restaurant owner

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About Us
7shifts is the restaurant HR platform helping operators hire, train, schedule, pay, and retain their team in one place. With an easy-to-use platform and built-for-restaurant workflows, 7shifts replaces disconnected systems for 55,000 restaurants.