Leadership, culture and systems are the cornerstones of scaling successful multi-unit operations while empowering teams to thrive. 

We welcome Daniel Acuña, Managing Partner at JM Valley Group, which operates 24 Jersey Mike’s locations across Southern California and South Florida. Daniel shares how his company maintains a culture-first approach while scaling operations across two states. He discusses the critical role of leadership development in empowering teams, highlights the systems that support consistency and growth and explains how a people-first philosophy fosters retention. With a foundation in entertainment marketing and a passion for personal and professional development, Daniel offers valuable insights on achieving operational excellence, adapting to generational shifts and building strong teams capable of driving long-term success.

Key Takeaways:

(03:35) Gen Z employees value feeling wanted and appreciated. They thrive in environments where they know their contributions matter and feel desired as part of the team.

(05:01) Leadership development involves nurturing the individual, not just their work skills. Personal growth leads to professional excellence and long-term loyalty.

(12:01) Leadership development is critical in multi-unit management to ensure every leader embodies the company’s values and implements consistent practices.

(13:19) Systems and culture work hand in hand to drive effective management. Strong systems provide structure, while culture ensures teams remain aligned with the vision.

(16:08) Consistency in tools like digital checklists and training systems ensures employees perform effectively and helps streamline operations across locations.

(20:34) Tools like the book “Atomic Habits” and DISC empower employees to better understand themselves, communicate effectively and achieve personal and professional goals.

(23:14) Collecting mentors and collaborating with successful peers is a key strategy for growth. Learning from others’ experiences accelerates success.

(26:03) Proven franchise systems allow owners to focus on scaling and strategy instead of operational minutiae, ensuring sustained growth.

(30:37) Maintaining a slight overstaffing cushion ensures operational stability, prevents disruptions and allows for seamless handling of unexpected challenges.

Resources Mentioned:

Daniel Acuña -

https://www.linkedin.com/in/daniel-acu%C3%B1a-14571542/

Wisetail website -

https://wisetail.com/?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

"Atomic Habits" by James Clear -

https://jamesclear.com/atomic-habits

"The Power of Positive Leadership" by Jon Gordon -

https://powerofpositiveleadership.com/

"The 21 Irrefutable Laws of Leadership" by John C. Maxwell -

https://www.amazon.com/21-Irrefutable-Laws-Leadership-Anniversary/dp/0785288376

Homebase -

https://www.joinhomebase.com/

Vantage Circle -

https://www.vantagecircle.com/vantage-points/

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#LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

For this episode, we’re joined by Carol Britt, Training and Development Manager, and Dunadel Daryoush, Regional Operations and Training Director, both at Georgetown Events Hospitality Group.

Carol and Dunadel discuss the unique dynamics of training and development in a seasonal hospitality environment, focusing on cultivating respect, buy-in and tailored approaches to staff training.

Key Takeaways:

(02:53) Seasonal resets allow for fresh training approaches, addressing both new team dynamics and operational consistency in each reopening cycle.

(05:10) Digital tracking tools streamline training for rotating teams, enabling managers to monitor staff progress and manage schedules across shifts seamlessly.

(08:41) Addressing knowledge gaps in real-time, such as essential safety protocols, is crucial for building a reliable and effective team, especially in high-turnover environments.

(15:49) Integrating digital modules with hands-on training provides a balanced foundation, allowing team members to retain knowledge while practicing skills on-site.

(19:33) Building respect within teams creates stronger buy-in; Carol and Dunadel emphasize that respectful environments outperform fear-based management in retaining staff long-term.

(23:47) Emphasizing individual and collective roles fosters team cohesion, encouraging staff to look out for one another and take responsibility for their workspace.

(28:33) Open-ended and theory-based questions in training sessions challenge team members to think critically, helping managers assess their responses and approach to complex situations.

(29:38) Understanding that each employee learns and operates differently is essential; Carol and Dunadel highlight adapting training to accommodate different learning styles.

(32:16) Focusing on details, from table settings to customer greetings, elevates the guest experience and reflects Georgetown Events’ commitment to quality in every interaction.

Resources Mentioned:

Carol Britt -

https://www.linkedin.com/in/carol-britt-85218956/

Dunadel Daryoush -

https://www.linkedin.com/in/dunadeldaryoush/

Georgetown Events Hospitality Group | LinkedIn -

https://www.linkedin.com/company/georgetown-events/

Wisetail | Website -

https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

Georgetown Events Hospitality Group | Website -

https://www.georgetownevents.com/

Information Overload: Why Frontline Workers are Quitting & How to Fix It -

https://wisetail.com/information-overload-why-frontline-workers-are-quitting-and-how-to-fix-it/

Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode!

#LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

We’re joined by Thuy Ngo-Shaw, Vice President of Learning and Development at Black Rock Coffee. Thuy brings over 25 years of experience in L&D, having led training initiatives for companies like P.F. Chang’s and SYNC3 Restaurant Solutions. Now, she’s spearheading Black Rock Coffee’s efforts to scale training for over 1,100 employees through web-based platforms. Thuy discusses her process of selecting and implementing tech solutions in the hospitality industry and shares her insights on building scalable training systems while maintaining company culture.

Key Takeaways:

(04:38) The tipping point for tech adoption is when personal or group training no longer scales.

(06:34) ROI is not just about the numbers. Quantitative and qualitative returns must be considered when implementing tech.

(08:05) Long-term tech partnerships are built on trust. 

(10:20) Selecting the right core team for tech implementation is essential.

(17:50) Engage end users early in the tech adoption process to create buy-in and improve training effectiveness.

(21:23) Measuring success takes time; be patient and set long-term KPIs.

(23:56) Capturing tribal knowledge through a resource library and SOPs ensures long-term success and reduces the risk of knowledge loss.

(29:46) No matter how advanced the technology, it will never replace the importance of people and organizational culture.

Resources Mentioned:

Thuy Ngo-Shaw -

https://www.linkedin.com/in/thuy-ngo-shaw-6367745/

Black Rock Coffee | LinkedIn -

https://www.linkedin.com/company/black-rock-coffee-bar/

Black Rock Coffee Bar | Website -

https://br.coffee/?srsltid=AfmBOopFhY-Z0dsfAdAgSSadVKqAkQ34Frb2IwC2oRUIaL2zTS72pG5p

Wisetail Website -

https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

SYNQ3 Restaurant Solutions -

https://synq3.com/

Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode!

#LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

In this episode, we’re joined by Curt Archambault, Consulting Partner at People and Performance Strategies, and Education Strategist at the Council of Hotel and Restaurant Trainers (CHART). Curt shares insights from his extensive career, including his role at Jack in the Box, leading teams across multiple locations, and his work with notable brands like Alaska Airlines, Ben Bridge Jeweler and First Watch Restaurants. He also discusses his involvement with CHART and his passion for fostering leadership development and building high-performing teams.

Key Takeaways:

(03:10) The value of professional networks like CHART and the importance of actively engaging for personal and business growth.

(08:18) DiSC assessments and self-awareness help teams understand individual strengths and improve collaboration.

(11:15) Managing up is just as critical as managing teams, especially working in leadership roles.

(12:19) Tools and training must be designed with the end user in mind to ensure adoption and long-term success.

(18:14) Behind every data point is a story; it's essential to understand the context behind numbers to drive meaningful change.

(22:48) Proactive learning and development strategies are key to staying ahead and ensuring credibility within organizations.

(26:07) Partnering with other departments can help lighten the workload for learning and development professionals.

(28:14) AI can significantly reduce development time for learning materials.

Resources Mentioned:

Curt Archambault - https://www.linkedin.com/in/curtarchambault/

People and Performance Strategies | Website - http://www.ppstrat.com

Council of Hotel and Restaurant Trainers | Website - http://www.chart.org

”The Five Love Languages” - https://www.amazon.com/Love-Languages-Secret-that-Lasts/dp/080241270X

Wisetail | Website - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

Jay Hartwig's Wise Tales episode - https://open.spotify.com/episode/5f8gJSMeSI055brQEn8Jo0 

Jason Berkowitz’s Wise Tales episode - https://open.spotify.com/episode/10HPmDdpe2mKspXiZp3G6h

Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode!

#LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

In this episode, we are joined by Ali Knapp, President of Wisetail; Kat Claypool, Director of Sales; Max McGee, Account Executive; and Brittany McCulley, Account Manager, all also working at Wisetail. They share insights from their experience at Chart 106 in Chicago, with a focus on creating engaging learning environments and enhancing training programs through empathy, technology and clear communication.

Key Takeaways:

(02:23) Setting clear learning expectations is crucial for creating a learning-first approach.

(06:33) A needs assessment helps design intentional training programs that meet employees where they are.

(10:07) Recognition programs reward employees and foster a sense of community.

(12:51) Continuous learning encourages employees to explore other roles within the organization, aiding career growth.

(18:34) Measuring L&D impact is critical; it shows up in metrics like retention, sales performance and compliance rates.

(25:10) Creating a culture of empathy at every level enhances engagement and satisfaction.

(30:17) Feedback loops improve L&D programs by aligning with employee needs and enhancing engagement.

(34:08) Leveraging technology, like gamification, keeps employees engaged in continuous learning.

Resources Mentioned:

Ali Knapp - https://www.linkedin.com/in/ali-knapp-753062a/

Kat Claypool - https://www.linkedin.com/in/kat-claypool-a1970832/

Max McGee - https://www.linkedin.com/in/max-mcgee-172404137/

Brittany McCulley - https://www.linkedin.com/in/brittany-mcculley-0702a461/

Wisetail | LinkedIn - https://www.linkedin.com/company/wisetail/

Wisetail | Website - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

Chart 106 Conference - https://www.chart.org/?fbclid=IwY2xjawFnNLVleHRuA2FlbQIxMAABHQt6-sn6Sp-usM0-uNe_24o9W-afcCxBS3zLv96yYUToPp4cF0zRlRXfmQ_aem_wguO3sLlosqDtkeme08nYg

How to Rethink Engagement & Learning to Fuel Success - https://wisetail.com/rethink-engagement-and-learning-to-fuel-success-chart-106/

Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode!

#LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

We’re thrilled to be joined by Jim Bitticks, President and Chief Operating Officer at Dave’s Hot Chicken. Jim’s journey started at just 15 years old, and since then, he’s been instrumental in scaling brands like CKE, Blaze Pizza and now Dave’s Hot Chicken. Under his leadership, Dave’s Hot Chicken has grown from four locations to over 200, with plans for 1,000 by the end of 2024. In this episode, Jim shares the lessons from his vast experience and offers insights into the future of restaurant franchising and innovation.

Key Takeaways:

(04:55) Lessons learned from scaling Blaze Pizza.

(06:20) Establishing core values for brand consistency.

(07:42) Dave’s Hot Chicken’s origins as a parking lot pop-up.

(09:22) The power of user-generated content.

(14:22) Creative training videos to engage employees.

(20:05) High Google ratings and ROI drive franchisee success.

(24:33) PlayerLync (now Wisetail) ensures smooth video training without buffering.

(35:31) Automation reduces stress and boosts efficiency.

(38:10) Innovation is led by collaboration and tech solutions.

Resources Mentioned:

Jim Bitticks - https://www.linkedin.com/in/jim-bitticks-cfe-0bb37515/

Dave's Hot Chicken | Website - https://franchise.daveshotchicken.com/dhcfranchising/

Wisetail | Website - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode!

#LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

Jay Hartwig, Director of People and Retention at Fox Restaurant Concepts, shares his insights on fostering a culture of growth and retention within the dynamic restaurant industry. With over 25 years of experience, Jay discusses the nuances of managing diverse brands and the importance of human connection in training and development.

Key Takeaways:

(04:56) Leveraging technology like Wisetail for training, while maintaining person-to-person interaction, is key to successful onboarding.

(07:33) Setting early expectations and fostering a driven culture at Fox Restaurant Concepts encourages growth and attracts like-minded individuals.

(09:38) First impressions during orientation are critical; a well-organized, welcoming start increases long-term retention.

(13:57) Despite the need for efficiency, the human component remains more important than technology at Fox Restaurant Concepts.

(15:43) Technology accelerates processes, but maintaining the human component is crucial to avoid becoming like everyone else.

(17:29) Encourage leaders to express appreciation openly; mentorship and shared experiences can positively impact team morale and career growth.

(20:00) The Council for Hotel and Restaurant Trainers (CHART) provides a unique space for hospitality trainers to share ideas, learn from each other and grow by stepping out of their comfort zones.

Resources Mentioned:

Jay Hartwig - https://www.linkedin.com/in/jay-hartwig-a8a0456/

Fox Restaurant Concepts | LinkedIn - https://www.linkedin.com/company/foxrestaurantconcepts/

Fox Restaurant Concepts | Website - http://www.foxrc.com

Wisetail | Website - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

CHART: An Association of Hospitality Trainers - https://www.chart.org/

How to Rethink Engagement & Learning to Fuel Success - https://wisetail.com/rethink-engagement-and-learning-to-fuel-success-chart-106/

Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode!

#LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

Today, we sit down with Jason Berkowitz, Founder at Arrow Up Training, to discuss the evolving landscape of training and content delivery in the service and hospitality industries. Jason shares his journey from scaling restaurant companies to launching Arrow Up Training, focusing on practical, engaging and authentic training methods that resonate with today’s multigenerational workforce. Through his experience, Jason provides insights on how businesses can enhance consistency, trust and retention by fostering a culture of authenticity and practical training.

Key Takeaways:

(03:20) The shift to digital training has democratized content creation, making it accessible and authentic, while emphasizing the importance of consistency across all locations.

(07:58) Micro training combined with storytelling and mixed media appeals across all generations, enhancing engagement and retention by making content more digestible and relatable.

(11:09) Incorporating real-life stories and diverse media formats into training keeps learners engaged, personalizes the experience and reinforces the content's relevance and relatability.

(14:14) Effective training should be brief, intentional and practical, incorporating specific triggers and regular reinforcement to ensure learners retain and apply the information in real-life scenarios.

(16:31) Successful organizations engage employees by involving them in creating and sharing authentic stories and experiences, fostering a bottom-up approach that resonates more deeply than top-down corporate messaging.

(18:45) Crowdsourcing from employees to create relatable, updated content fosters a more authentic culture and attracts a workforce that values clarity and relevance over rigid corporate language.

(22:17) For critical content like compliance training, it's essential to balance high production value with authenticity, ensuring both professionalism and relatability in the final product.

(26:45) Building an effective training program requires focusing on what’s most important, leveraging industry knowledge and continuously learning and adapting to stay relevant in a rapidly changing world.

(32:52) Building strong relationships and providing regular, structured reminders are key to effective management, enhancing employee retention and creating a positive, engaged workplace environment.

Resources Mentioned:

Jason Berkowitz - https://www.linkedin.com/in/jasondberkowitz/

Arrow Up Training | Website - https://arrowuptraining.com/

Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode!

#LearningAndDevelopment #OrganizationalCulture #CompanyCulture #AIInnovation #DisruptiveInnovation #Technology #DigitalTransformation #DigitalInnovation #AI

For our inaugural episode, we’re joined by Rachael Nordby, Senior Global Digital Innovation Manager at Intertek, and Ali Knapp, Head of Digital Innovation at Intertek and President of Wisetail.

Rachael and Ali discuss the dynamic realm of innovation and technology, focusing on how companies can leverage these tools to navigate and thrive. They share their experiences from Innovation Week and talk about the importance of a diverse and inclusive approach to innovation and how technology, including AI, can be used to optimize workflows and drive efficiencies.

Key Takeaways:

(03:10) Innovation is about embracing opportunities to try new things and push boundaries, as demonstrated by Intertek's comprehensive role in ATIC (Assurance, Testing, Inspection and Certification).

(06:10) Innovation allows businesses to view and address constraints differently, enhancing efficiency and perspective, particularly through technology's impact on the frontline workforce.

(08:10) Intertek's Innovation Week brought together 25 global participants from 12 countries and 11 business lines, fostering intense collaboration and structured ideation, resulting in five viable ideas ready for executive pitch.

(10:24) Intertek's gamified Innovation Challenge demonstrated how involving the entire organization in innovation can lead to impactful ideas, while day-to-day efficiencies shared through platforms like Wisetail can drive significant improvements on a global scale.

(13:15) Whether a large company like Intertek or a smaller organization, fostering a culture of innovation involves encouraging suggestions, utilizing diverse perspectives and avoiding the repetition of the same ideas to address blind spots and enhance learning programs.

(15:48) Ensuring everyone has a voice and leveraging user-generated content, as seen in Wisetail's platform and Intertek's inclusive approach, fosters a culture of innovation and engagement, especially in frontline sectors.

(18:36) Innovation Week at Intertek sparked exciting ideas that combine human and technological collaboration to optimize work, illustrating the power of leveraging core strengths and market awareness to stay ahead of customer needs.

(24:36) Providing employees with the necessary information for their jobs enables them to focus on innovation and efficiency, and leveraging AI to handle data can free up skilled workers for higher-value tasks and additional services.

Resources Mentioned:

Rachael Nordby - https://www.linkedin.com/in/rachaelnordby/

Intertek | LinkedIn - https://www.linkedin.com/company/intertek/

Intertek | Website - https://www.intertek.com/

Ali Knapp - https://www.linkedin.com/in/ali-knapp-753062a/

Wisetail | LinkedIn - https://www.linkedin.com/company/wisetail/

Wisetail | Website - https://wisetail.com?utm_source=wisetalespodcast&utm_medium=wtwebsite&utm_campaign=wisetales-ep1

Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode!

#LearningAndDevelopment #OrganizationalCulture #CompanyCulture #AIInnovation #DisruptiveInnovation #technology #DigitalTransformation #digitalinnovation #ai