The QSR Experience Show

Dairy Queen’s Nicolas Boudet on How to Create Timeless, Consistent Customer Experiences

On today’s episode of The QSR Experience Show, Bobby speaks with Nicolas Boudet, Chief Operating Officer at Dairy Queen, a chain of soft serve ice cream and fast food restaurants. They discuss what has made Dairy Queen so successful over its 80 years of operation, and how DQ creates consistent experiences across their 7000 locations worldwide through extensive training and customer feedback. They also talk about current trends shaping the restaurant industry, what emerging technology will impact efficiency and costs, and where the "bright future" of the restaurant industry is headed.
Topics discussed:
​​The evolution of Nicholas' career, and how being exposed to a number of different cultures growing up inspired "curiosity and an appetite to learn," which helps inform his oversight of Dairy Queen's international locations.
The factors that contribute to Dairy Queen's success over the past 80 years, including how the experience is timeless and woven into people's lives.
How Dairy Queen creates consistent experiences across its 7000 locations worldwide by measuring the customer experience, continuous training, and spot checks.
How Dairy Queen is thinking about localized store design and menus while maintaining branded and consistent experiences.
What trends are shaping the world of QSR, including the rise of third-party delivery, technological integrations, and data analytics.
What emerging technologies will impact the restaurant industry and how they will increase efficiency and reduce labor costs.
What trends will shape the future of the restaurant industry, and why QSRs will continue to focus on creating experiences based on customer needs.

Freddy’s Chris Dull on Creating Irresistible Guest-Driven Experiences

On today’s episode of The QSR Experience Show, Bobby speaks with Chris Dull, President and CEO at Freddy's Frozen Custard & Steakburgers, a vintage-style chain for steakburgers, hot dogs, and other fast-food staples. They discuss how Freddy's keeps their experiences consistent across 480 locations, the importance of having dedicated franchisees, and why the human element is key to their value proposition. They also discuss current trends in QSR, where the industry is going, and advice on how to evolve your brand.
Topics discussed:
 
The evolution of Chris's career, from climbing the ladder to become the executive vice president at Marble Slab Creamery, to working with a variety of brands at the Global Franchise Group, to taking over as CEO at Freddy's.
How Freddy's ensures consistent experiences across their 480 locations by finding franchisees that believe in the brand and by investing in exceptional training for their staff.
Why the human interaction element is a key part of Freddy's value proposition.
The current trends in QSR, including the need for digital initiatives, tools that help with data analysis, great marketing segmentation, and more.
Advice for new franchisees, and why they need to focus on their point of differentiation.
How to reevaluate and evolve your brand, and why you should let your customers drive your changes.
What the future of the restaurant industry will look like as it focuses more on digital innovation and delivering value.

Prioritizing Consistent Products and Experiences with Donatos Pizza’s Tom Krouse

On today’s episode of The QSR Experience Show, Bobby speaks with Tom Krouse, CEO of Donatos Pizza, a family-owned pizza company with more than 150 locations. They discuss Tom's forty-year career in restaurants, including his time overseeing brand marketing for Wendy's, and how he became the CEO of Donatos. They also discuss Donatos's philosophy about being "more than the pizza," the systems they use to create consistent experiences and products, how they're introducing technologies like AI and automation, and advice for business owners looking to franchise.
TOPICS DISCUSSED IN TODAY’S EPISODE:
Tom's over forty-year career in the restaurant business, including his work on Wendy's brand marketing, and how he joined Donatos, later to become the CEO.
Lessons learned from marketing with Wendy's, including the importance of finding a unique position, being consistent, and focusing on the message of quality.
How Donatos was founded and grew, how it changed during the time it was owned by McDonald's, and how Donatos tightened its positioning and became more franchise-focused after buying it back.
How customer expectations have evolved around getting high-quality food when and where they want it, and how to cater to those demands.
How to keep experiences consistent across locations, and the systems Donatos uses to make pizzas the same way each time.
How Donatos is leveraging technology to better the customer experience, including generative AI and automation.
Advice for those looking to expand their business through franchising. 

Bite into History: The Century-Long Journey of White Castle

White Castle isn’t as big as some other hamburger chains, but it is the oldest chain in the United States, and it remains family-owned even after 100 years, which is a big feat. In today’s episode, you’ll learn more about White Castle and why it remains a success so long after its initial appearance.
Jamie Richardson is the Vice President of Marketing and Public Relations at White Castle. Over the years, he’s also worked as a Regional Marketing Supervisor, Director of Marketing, and the VP of Public Relations, so he knows a lot about the company. Listen to the episode to hear what Jamie has to say about why he works at White Castle, why White Castle has stood the test of time, and why White Castle is a great place to work.
TOPICS DISCUSSED IN TODAY’S EPISODE:
Jamie’s role
What brought Jamie to White Castle
 What Jamie’s day to day looks like
Why White Castle has stood the test of time
Why the White Castle footprint is smaller than competitors
White Castle’s frozen food products in the grocery store
Initiatives that White Castle has been focused on
Changes to the brand over the last few years
The keys to a great dining experience
Advice for restaurants to grow and last as long as White Castle has
Why White Castle is a great place to work
How to keep a multi-location restaurant a desirable place for employees to work
White Castle’s new Strawberry-Swirl Cheesecake on a stick

Wing It On!’s Matt Ensero on Finding Success Through Patience and People

On today’s episode of the Brick and Mortar Reborn podcast, Bobby speaks with Matt Ensero, President and Founder of Wing It On!, a fast casual concept focusing on serving authentic buffalo wings for takeout or dine-in. They discuss Matt's journey from pivoting from a career in finance and sales to bootstrapping a "wing joint for wing nuts" — and why slow, patient growth was the key to Wing It On!'s success. They also discuss how Wing It On! leverages technology to enhance the customer experience and improve order accuracy, how to hire the best operators for your business, and the necessity of experiencing what your customers are experiencing.
Topics discussed:
Matt's journey to founding Wing It On!, going from a "fanatical chicken wing eater" as a teenager, to making his own wings on game day, to pivoting from a career in finance and sales to open a "wing joint for wing nuts."
How Wing It On! scaled to 13 locations and recently completed a merge with Craveworthy Brands — but did so through slow and steady growth to ensure they got things right at every step.
How Matt attributes Wing It On!’s success to being patient in scaling, and finding the right people who are passionate and have skill sets that fill in the gaps.
How Wing It On! creates great experiences for their customers through sports content, music, self-service kiosks, and a focus on order accuracy and quality.
The challenges Matt faced in the early days of developing his restaurant concept, and the challenges Wing It On! faced and overcame during COVID.
How Wing It On! utilizes technology to create their in-location experiences, and how they're experimenting with automated AI phone ordering to get customer orders correct.
Advice for those opening new restaurants, and why experiencing what your customers are experiencing is key.

Getting the Scoop on Successful Franchising Operations with Chill-N’s David Leonardo

On today’s episode of the Brick and Mortar Reborn podcast, Bobby speaks with David Leonardo, CEO of Chill-N Nitrogen Ice Cream, a shop serving up fresh, made-to-order ice cream. They discuss Chill-N's unique way of creating ice cream, and how they've automated steps to increase throughput to meet customer demand. They also discuss what makes a successful franchisee, how not to fall into the trap of believing a first profitable store means more profitable stores, how franchisees can instill great customer service in their employees, and how great teams create success.
Topics discussed:
The evolution of David's career that spans 20 years in franchising, from Burger King and Wendy's to his inspiration to start Chill-N, now grown to eleven stores with five more on the way.
The challenges to scaling, and how Chill-N has used automation to reduce throughput and increase cup production to meet customer demand.
What the future looks like for Chill-N, including more stores, more operators who understand customer service, and more leverage with vendors.
What franchisees get wrong about early success, and why it takes opening a portfolio of stores to understand each one's unique needs.
How to know when you've found a formula for success, and why it's based on the team you have around you.
Methods through which Chill-N ensures consistent experiences across locations, including using a Franchise Business Manager as a point person, weekly calls, and empowering managers to "make it right" for customers.
Trends seen across locations, including seasonality and the rise in delivery demand, which makes up 20-25% of business today.

Scaling In-Location Experiences Across 40+ Locations with Rush Bowls Andrew Pudalov

In this episode, our host Bobby Marahmat speaks with Andrew Pudalov, Founder and CEO of Rush Bowls, a healthy quick serve restaurant with more than 40 locations across the US with plans to add 20 more new locations in 2023. 
Topics discussed:
How the 9/11 terrorist attacks prompted Andrew to leave behind his career in finance.
The inspiration behind Rush Bowls. 
How to decide if you should franchise your business. 
The key to Rush Bowls rapid growth. 
How Rush Bowls creates memorable in-location experiences across locations in many different cities and states.  
Andrew’s top pieces of advice for operators looking to grow their business in today’s climate

Focusing on Your Restaurant’s ”Founding Why” with Kitava’s Bryan Tublin

On today’s episode of the QSR Experience Show, Bobby speaks with Bryan Tublin, Owner and Co-Founder of Kitava Kitchen, a clean, casual restaurant serving modern American cuisine with a local twist. They discuss how Kitava was founded out of a need for healthier food options, and the ways in which Kitava creates great customer experiences across its expanding locations. They also talk about how brands can scale by creating quality products, knowing your unit economics, and focusing on your "founding why."
Topics discussed:
How Bryan created Kitava in response to his own health needs, and how Kitvava is now scaling in the Bay Area and across the country.
How Kitava creates great customer experiences by welcoming each guest individual and providing options for how they want to dine.
The role technology plays at Kitava, and which systems they use to manage orders, scheduling, inventory, and more.
How Kitava provides consistency across its locations through check-ins, communication, visits, and even taking photographs of the food.
Advice to other restaurant owners that creating and scaling a brand begins with having a quality product, and then making sure the unit economics work.
Why business leaders should always return to their "founding why" to guide their decision-making.
How Kitava responds to its customers by offering seasonal bowls and bringing back fan favorites. 

Spicing Up the QSR Scene: The Journey of Fry the Coop’s Joe Fontana

In this episode of the QSR Experience podcast, Bobby Marhamat interviews Joe Fontana, owner of Fry the Coop, a successful Nashville hot chicken joint in Chicago. Joe shares his journey from valet to restaurateur, how he transitioned back to hospitality, and his ambitious goals for Fry the Coop's future.
Key Topics Discussed:
Joe's background and start in the hospitality industry.
The decision to leave corporate life and return to the world of food.
The inception of Fry the Coop and its rapid growth to seven locations.
Inspiration behind Fry the Coop's focus on chicken sandwiches and a simple menu.
Building a company culture that values people over numbers.
Joe's goal to open 75 stores in the Midwest over the next ten years.
The challenges and rewards of expanding the Fry the Coop brand.
Join Bobby Marhamat and Joe Fontana as they discuss the inspiring story behind Fry the Coop, and explore the passion and drive needed to succeed in the competitive restaurant industry on the QSR Experience podcast brought to you by Raydiant.

Island Vibes: The Story Behind Island Fin Poke’s Success

In this episode of the QSR Experience podcast, host Bobby Marhamat welcomes Mark Setterington from Island Fin Poke. Mark shares his journey in the restaurant industry, the inception of Island Fin Poke, its growth into a successful franchise, and valuable advice for listeners looking to succeed in the food business.
Key Topics Discussed:
Mark's background and journey in the restaurant industry.
The creation of Island Fin Poke with partner Paul, focusing on quality food and exceptional service.
The expansion from a single restaurant to a franchise with 26 locations across the United States.
Signing with branding agency Innovation to help grow the franchise and rebuild the website.
The role of rebranding and digital marketing in Island Fin Poke's success.
Low cost of entry and the appeal of being one's own boss as factors driving the franchise's growth.
Unique in-store experience, including the Island Fin Poke music channel, surf videos, and customer-focused service.
Ensuring consistency in customer experience through mystery shopping and a hospitality-focused approach.
Join Bobby Marhamat and Mark Sutherington as they delve into the story behind Island Fin Poke and explore valuable insights for aspiring restaurateurs in the QSR Experience podcast brought to you by Raydiant.