Podcast
Restaurant Owners Uncorked
Hosted by Schedulefly · EN
Restaurant Owners Uncorked is a Top-5 Worldwide Hospitality Podcast. Successful independent restaurant owners and franchise execs share their stories, advice, wisdom, lessons learned and more. Hosted by Schedulefly (www.schedulefly.com), a restaurant employee scheduling business with super simple software + legendary customer service, serving over 5000 restaurants, breweries, coffee shops, hotels, hotels, and other badass hospitality businesses.
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Episodes
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Episode 667: The Art of Intentional Hospitality with Dave Chicane of Artusi
4w ago01:00:32Tap to summarizeDave Chicane, chef and owner of Artusi in Eggertsville, New York, to discuss the deeply personal motivations behind his 30-year career in hospitality. Chicane shares his journey from an investment broker to a seasoned restaurateur, detailing how a chance reunion with a past love brought him back to Buffalo to open a unique, neighborhood-focused "piega" shop during the post-COVID era. The conversation explores the "80/20" reality of restaurant ownership, where 80% of the day involves managing crises like gas outages or rising food costs, while the remaining 20% provides the "nourishment" and human connection that fuel his passion. Dave emphasize the importance of leading with "intention" and an "eyes up" approach, highlighting how technology like Schedulefly and emerging AI tools should be leveraged to minimize administrative burdens, thereby allowing owners and staff to stay present and focused on the guest experience.Key TakeawaysPositive Impact of Schedulefly: Dave Chican notes that choosing Schedulefly was the "one decision" he didn't have to think twice about when opening Artusi, having used it across multiple operations for many years.The "Nourishment" Motivation: For Chican, the primary driver in hospitality is the desire to nourish and nurture others, a passion rooted in his early experiences with large Italian family Sunday dinners.The "Eyes Up" Philosophy: Chican trains his staff to avoid being "taskmasters" focused only on their immediate work; instead, they are encouraged to be aware of the entire restaurant environment and help where needed.Operating with Intention: Success in hospitality relies on acting with purpose in every small task, from chopping an onion to pouring wine, which creates an intuitive, positive feeling for the guest.Managing the "Chaos Tax": Will argues that restaurants still using paper or Excel are paying a hidden tax through lost time, communication breakdowns, and labor leakage.The 80/20 Rule of Ownership: While 80% of the job involves managing minutiae and problems, the 20% spent interacting with staff and customers is what provides the necessary inspiration to continue.Extreme Ownership: Embracing responsibility for everything that happens in the restaurant, even if not the owner's direct fault, empowers them to control the outcome and turn negative situations into positive memories.Slim Margins and Cost Control: With rising inflation and unpredictable supply costs, owners must watch every penny—down to the cost of specific takeout containers—to maintain profitability.The Role of Technology: Both speakers view technology as a tool that should ideally free up human time rather than replace it, allowing managers to be present on the floor instead of stuck in an office.Building a "Safe Zone": Chican aims to create a workplace that acts as a refuge for staff, where they can leave outside personal stresses at the door and find fulfillment in a supportive, team-oriented environment.
Transcribe →Episode 666: All In: A Mother, Her Son, and the Restaurant They Almost Didn't Open - Sweet Southern Comfort
Apr 2901:00:30Tap to summarizeTammy Henderson and her son Garrett, co-owners of Sweet Southern Comfort Restaurant in DeFuniak Springs, Florida. Tammy shares her winding journey into the restaurant industry — from a career in real estate, to brief stints with a boutique restaurant, a gas station deli, and a music venue, before finally landing in their current sit-down restaurant in a historic district. After a chaotic opening and a staffing crisis, she found her solution in J1 Jamaican workers who have since become a loyal, long-term kitchen team. Garrett, who joined intending to stay only a year, discovered a passion for the business and now helps run the front of house and bar. Together they've built a community-rooted restaurant known for quality food, genuine hospitality, and a deeply personal connection to their small town — including organizing fundraisers for neighbors in need and live Facebook kitchen tours every night.10 Key TakeawaysQuality over profit — Revenue is a byproduct of doing things right, not the primary focus.Meet staff where they are — Embracing technology and communication tools improves retention.Employee turnover is costly — Losing one employee costs roughly $5,000 in retraining.J1 workers can be a staffing solution — Especially in areas struggling to attract local kitchen talent.Community investment pays off — Supporting neighbors and local causes builds deep customer loyalty.Competition is good — A rising tide lifts all boats; neighboring restaurants bring more foot traffic for everyone.Facebook Live builds audience and connection — Tammy's nightly kitchen tours have grown nearly 10,000 followers.Bootstrapped businesses can thrive — ScheduleFly's 19-year, word-of-mouth growth proves you don't need venture capital.Family businesses require clear roles and shared vision — Garrett's transition from helper to committed co-owner worked because of trust and a long-term plan.Generosity and faith are business assets — Tammy's prayer-driven mindset and community generosity have shaped her restaurant's culture and reputation.
Transcribe →Episode 665: From 12 Bank Rejections to Old Raleigh Distillery: A Masterclass in Extreme Ownership
Apr 2801:05:15Tap to summarizeBrandon McCraney, the owner and master blender of Old Raleigh Distillery in Zebulon, North Carolina. Brandon details his diverse career journey. from working in hospitality during college to serving as an Air Force officer and a corporate executive—before a pivotal "failure" to secure a VP role led him to pursue his passion for bourbon. He describes the grueling four-year process of opening his distillery, which involved navigating the intense regulations of the spirits industry, facing twelve bank rejections, and eventually emptying his 401k to open during the COVID-19 pandemic. Central to Brandon's leadership philosophy is the concept of "Extreme Ownership," where he takes full responsibility for team outcomes to create better protocols rather than placing blame. He also explains his strategic decision to focus on the art of blending over traditional distillation, allowing for greater creative freedom and the ability to master his craft through high-volume experimentation . Ultimately, Brandon attributes the distillery's success and its hundreds of five-star reviews to his team's ability to flourish within established "field goal posts" of autonomy.10 Key TakeawaysHospitality Roots: Early restaurant work provides a critical foundation for understanding the "grind" and the value of immediate customer feedback.Failure as Redirection: Missing out on a high-level corporate title can be the catalyst needed to transition into entrepreneurship.Due Diligence is Mandatory: Success in highly regulated industries like spirits requires extensive upfront education on "the red tape".Persistence Pays Off: Securing funding may require dozens of attempts; Brandon was rejected 12 times before finding a lender.Legislative Pivots: Staying informed on local laws can reveal new revenue streams, such as the shift in North Carolina allowing distilleries to operate as full bars .Extreme Ownership Mindset: Leaders stay in control when they analyze their own role in a team's mistakes instead of blaming staff.Distilling vs. Blending: Identifying the difference between a manufacturing process (distilling) and an art form (blending) helps clarify a brand's unique passion.The "Field Goal Post" Management Style: Providing clear boundaries (field goal posts) while allowing autonomy within them empowers employees to make confident decisions .Mastery Through Repetition: Achieving mastery requires "putting in the reps"; Brandon blends nearly 20 times more products annually than traditional large brands to sharpen his palate .Trusting the Team: To scale a business, owners must "let go" and provide a foundation where staff can flourish independently.
Transcribe →Episode 664: Stuffed: How Moonrise Bagels is Building a National Brand One Pizza Bagel at a Time
Apr 2400:57:35Tap to summarizeJeremy Rhodes and Ali Chetkof Rhodes discuss the rapid growth of their business, Moonrise Bagels. The couple shares the story of how a pandemic-era experiment with "stuffing" a bagel with pizza ingredients evolved from a home-kitchen project into a multi-unit operation with a flagship location in New York City’s Greenwich Village. Jeremy and Ali detail their transition from established corporate careers to full-time entrepreneurship, highlighting the operational challenges of moving from a small-town shop to the competitive Manhattan market. The conversation explores their unique product, which reimagines the bagel as a complete, handheld meal, and their focus on maintaining high quality through a handmade commissary process while expanding their reach nationwide via Goldbelly.10 Key TakeawaysThe "Accidental" Business: Moonrise Bagels began when Jeremy had leftover pizza sauce and decided to experiment by stuffing it inside bagel dough, leading to immediate viral interest on Instagram.Simplicity Scales: Jeremy advocates for a simple business model with a low SKU count to ensure operational efficiency and higher profit margins.Hospitality as a North Star: Both founders credit their obsession with "unreasonable hospitality" to their backgrounds, particularly Jeremy’s tenure at Danny Meyer’s Union Square Hospitality Group.Staggered Transition: To manage financial risk, the couple staggered their exits from corporate jobs; Jeremy went full-time to staff the first shop while Ali provided financial stability before joining later.The "Testing Ground" Strategy: They spent years refining their recipes and team culture in upstate New York before attempting the high-stakes New York City market.Revenue Diversification: Beyond foot traffic, the brand utilizes DoorDash as a "digital billboard" and ships nationwide via Goldbelly to reach customers in all 50 states.Product Differentiation: Moonrise Bagels are unique because they are stuffed with sandwiches and proteins, breaking the product out of the traditional breakfast-only category and into lunch and dinner.The Commissary Model: To ensure quality and consistency across multiple locations, they produce everything by hand in a central commissary and boil/bake the bagels on-site at retail stores.Entrepreneurial Delusion: The founders agree that a level of "obsession" and "delusion" is required to survive the 3:00 AM wake-up calls and the daily grind of the industry.Support Systems: They emphasize that being a husband-and-wife team helps mitigate the "lonely road" of entrepreneurship by providing a constant sounding board for ideas and challenges.
Transcribe →Episode 663: From the Depression to the Digital Age: Leading Charleston's Oldest BBQ Legacy: Melvin's BBQ
Apr 701:06:09Tap to summarizeDavid Bessinger shares the multi-generational history of Melvin’s BBQ, a business built on a secret mustard-based sauce invented by his grandfather in 1933. Bessinger details the evolution of the brand from its origins during the Great Depression to its current status as a Charleston staple, emphasizing the transition from gas-assisted pits to traditional all-wood smoking methods. Throughout the conversation, he underscores the foundational principles inherited from his father: maintaining debt-free operations by owning land, prioritizing customer and employee respect, and the "sacred" decision to remain closed on Sundays for family and rest. Bessinger also offers a candid look at modern industry challenges, including the post-2016 labor crisis and the dual-edged nature of social media, ultimately advocating for a "long game" philosophy that focuses on internal quality rather than external competition.10 Takeaways The Power of Heritage: The business is anchored by a 1933 family recipe for South Carolina’s first mustard-based barbecue sauce, a legacy rooted in the family’s German heritage. Operational Discipline: Bessinger’s father insisted on becoming debt-free by paying off mortgages on land, buildings, and equipment, which provided a critical safety net during economic shifts. Asset Ownership: A core strategy for the business has been owning the real estate rather than leasing, which Bessinger credits as a major factor in their long-term survival. The "Six-Day" Rule: Inspired by Truett Cathy of Chick-fil-A, the restaurant has remained closed on Sundays since 1992 to ensure staff have time for family and rest. Adapting Pit Methods: To stay relevant as consumer tastes evolved, Bessinger transitioned from gas-assisted pits to all-wood pits and "stick burners" to achieve a more authentic flavor. Labor Market Evolution: In response to the 2016 labor shift, Bessinger significantly increased wages, paying high schoolers up to $15/hour and full-time staff up to $20/hour plus tips to remain competitive without serving alcohol. Intentional Quality: Despite rising costs, the business refuses to compromise on food quality or service, adhering to the belief that the customer is the number one priority. Employee Longevity: By treating staff with respect and providing consistent time off, the restaurant has maintained remarkable retention, with some employees serving for over 30 to 50 years. Healthy Competition: Bessinger views the growing Charleston restaurant scene as a positive that "keeps you on your toes" and brings more people to the area rather than as a threat. Social Media Boundaries: While acknowledging the need for a PR firm to reach new residents, Bessinger warns against "operating out of a state of fear" caused by social media and focuses instead on what happens within his own four walls.
Transcribe →Episode 662: Soul Food & Systems: Koji Kanematsu's Blueprint for the Scalable Japanese Street Food
Apr 300:57:11Tap to summarizeKoji Kanematsu, the founder of Onigilly Japanese Kitchen, who shares his nearly 20-year journey of introducing Japanese rice balls to the American market. Transitioning from a background in tech startups, Koji applied a systems-oriented approach to transform a 2008 street cart into a growing franchise brand. The conversation covers his early challenges securing funding as an immigrant, the strategic pivot from urban business districts to suburban shopping centers during the pandemic, and his "Panda Express" vision for making onigiri a mainstream, healthy fast-food staple. Koji emphasizes the importance of balancing data-driven tools with human instinct and selecting franchisees who are driven by a passion for the product rather than just financial gain.10 Key Takeaways Identify a Market Gap: Koji founded the business after realizing he couldn't find the healthy, quick, and affordable lunches he enjoyed in Japan while working in San Francisco. Systems-Driven Scaling: Influenced by his tech background, Koji aimed to create a scalable system similar to Subway or McDonald's from the very beginning. Utilize NPO Funding: As an immigrant with no US credit history, Koji secured early funding through NPO lenders like La Cocina, which prioritized his vision and passion over traditional metrics. Operational Efficiency: The brand uses a centralized manufacturing model (commissary kitchens and co-packers) so individual locations only need to cook rice, simplifying the labor and skill requirements. The Power of Education: Success required teaching American consumers that onigiri is a cooked, handheld "soul food" distinct from raw-fish sushi. Adaptability in Crisis: When COVID-19 emptied the financial districts where his shops were located, Koji pivoted his growth strategy toward suburban shopping centers. Franchisee Selection Criteria: Koji prioritizes "detail-oriented" and "passionate" candidates—often former customers—over multi-unit operators who lack a connection to the brand. Human Instinct vs. Big Data: While the company uses AI traffic tools like Placer.ai, Koji personally visits potential sites for several days to verify the "feel" and traffic patterns. The "Slow" Road to Automation: It took 18 years to build the supply chain and automation necessary to support nationwide expansion because manufacturers often refuse to work with small-scale operators. Mission-Driven Growth: Beyond profit, Koji is motivated by the emotional reward of seeing a diverse American customer base embrace Japanese culture through food.
Transcribe →Episode 661: Simple, Not Easy: The Keke’s Breakfast Cafe Playbook
Mar 2500:56:38Tap to summarizeJohn Ahrendt, the head of franchise relations for Keke’s Breakfast Cafe, talks about the unique operational DNA that drives the brand's success. Arendt, a 40-year industry veteran with roots in the Outback Steakhouse system, discusses how Keke’s maintains its "founder-inspired" magic—characterized by massive portions and "elevated American classics"—while scaling under the corporate umbrella of Denny’s. The conversation delves into the tactical "rhythm" of the breakfast model, including the importance of "throughput" during peak weekend hours, the strategic use of Denny’s franchisee network for national expansion, and the philosophy of keeping systems simple enough that they require no formal training to master.10 Key Takeaways The Power of Simplicity: Effective systems, like Keke’s or even Google, should be intuitive enough to use with almost no formal training. The "Shots on Goal" Mentality: Every table is a fresh opportunity to refine service and outdo the previous interaction. Predictability of Breakfast: Unlike dinner service, breakfast offers high predictability, with 50-60% of sales occurring on weekends, allowing for highly targeted labor and training. Throughput is King: During peak hours, "elegant cues"—such as dropping the check early or offering a coffee to go—are essential to managing "campers" and maintaining flow without being rude. Founder Vision vs. Scalability: Keke’s spent 16 years refining its P&L and menu before scaling, proving that a solid foundation is necessary to grow. Strategic Real Estate: Keke’s targets "daily needs" locations near high-end supermarkets like Publix or Whole Foods to capture guests within a 5-to-10-minute drive. The "Eyes Eat First": Large, visually "elevated" portions drive organic marketing, as guests naturally want to photograph and share the food. Leveraging Existing Networks: By tapping into the established Denny’s franchisee network, Keke’s was able to expand across seven states rapidly with trusted partners. Operational Recovery: The breakfast model allows for faster "recovery" from mistakes; an omelet can be remade in two minutes, whereas a steakhouse mistake might take 22 minutes to fix. Transferable Industry Skills: Restaurant work teaches discipline and human connection—skills that technology and AI cannot easily replace.
Transcribe →Episode 660: Pride vs. The Payout: Why Jeremy Conner Chooses Daily Fulfillment Over Exit Strategies
Mar 1301:15:44Tap to summarizeChef Jeremy Conner is a hospitality veteran who shares his nearly 32-year journey in the industry. Jeremy details his diverse experiences, ranging from his early "hustle" starting at age 15 to navigating the complexities of SBA loans, shipping container setups, and transitioning from outdoor pop-up pizza ventures to brick-and-mortar ramen shops. The conversation delves into the cultural influences of Jeremy’s background in Louisiana and the Gulf Coast, while emphasizing a business philosophy centered on authentic human connection rather than technological "stickiness" or exit strategies. Ultimately, Jeremy advocates for building a business that one can be proud of every day, focusing on the value of regular customers and genuine staff engagement over the lure of becoming an "unhappy billionaire".10 Key Takeaways Early Foundations: Long-term success in hospitality often stems from early, foundational experiences and a willingness to "hustle" through various entry-level roles. Adaptability in Business Models: Successfully navigating varied models—from outdoor pop-ups to container-based operations—requires persistence with financing and physical logistics. Cultural Authenticity: Regional identities, such as Cajun and Creole traditions, provide a unique and authentic foundation for a restaurant's brand and menu development. Accessible Leadership: Authentic leadership involves transparency and accessibility, such as providing a personal cell phone number for direct client communication. Pride Over Profit: Business owners should prioritize creating work they are proud of daily rather than focusing solely on financial goals or a quick exit strategy. Community Building: Platforms like podcasts are effective tools for sharing authentic stories and building rapport within the restaurant industry. Functional Technology: Software should focus on simplifying complex manual tasks, like employee scheduling, to directly reduce labor costs and stress. The Power of Regulars: Cultivating a base of regular customers is essential for long-term stability and fostering a "family" atmosphere. Avoid "Sticky" Tech Traps: Many restaurant tech vendors use restrictive subscription contracts that can become a burden for independent owners. Hospitality as Interaction: True hospitality is defined by the quality of human interactions—such as a meaningful conversation between a server and a guest—rather than the transaction alone.
Transcribe →Episode 659: The Four H's: IGC Hospitality’s Blueprint for Success with Dominick D'Aleo
Mar 1000:45:33Tap to summarizeDominick D'Aleo, the Chief Operating Officer of IGC Hospitality, discuses the nuances of managing a large-scale hospitality group in New York City. Dominick shares his transition from a financial analyst to a seasoned hospitality leader, emphasizing IGC’s core "Four H's" philosophy: Human being, Hospitality, Humble, and Hungry. The conversation explores how IGC leverages data through platforms like SevenRooms to provide "unreasonable hospitality" and personalized guest experiences, while also navigating modern challenges such as a shifting labor market, rising costs, and changing alcohol consumption trends. Ultimately, Dominick underscores the importance of "extreme ownership," authentic leadership, and continuous learning as the primary drivers for resilience and success in the restaurant industry.10 Key Takeaways The "Four H's" Framework: IGC Hospitality operates on the pillars of being a Human being (accepting mistakes), providing Hospitality (the "X factor"), staying Humble (open to criticism), and remaining Hungry(entrepreneurial mindset). Personalization via Data: The group uses CRM data from SevenRooms to build guest profiles, tracking specific spends and preferences to customize every visit, such as having a favorite drink ready or providing a handwritten note. "Unreasonable Hospitality": Inspired by the concept of going above and beyond, Dominick’s team proactively reaches out to guests to find ways to enhance their experience, aiming to create "regulars" through word-of-mouth. Adapting to the New Workforce: Post-COVID hiring requires individualizing the employee experience, recognizing that the younger generation has different values and requires more intentional validation and interpersonal engagement. Extreme Ownership: Dominick integrates Jocko Willink’s "extreme ownership" philosophy into the company culture, teaching staff from all levels—including bathroom attendants—to take full responsibility for their roles. The "Plus One" Program: To combat declining alcohol sales, the group gamified "suggestive selling," encouraging servers to use their personalities to secure one additional drink order per guest. Growth in Non-Alcoholic Options: There has been a "dead through the roof" increase in high-margin, non-alcoholic cocktail, coffee, and tea sales, which Dominick views as a significant revenue opportunity. Resilience through Innovation: The New York restaurant scene's survival during COVID—building 1,500 street restaurants in days—showcases the unique resilience and "first responder" nature of hospitality workers. Knowledge as a Tool for Efficiency: Providing staff with specific financial knowledge (e.g., the cost of a broken plate) led to employees creating their own SOPs that reduced breakage expenses by 35%. AI as a Strategic Sounding Board: Dominick uses ChatGPT by feeding it his personal business notes and venue data to act as a "mainframe" for advice, specifically asking for alternative views to challenge his own gut instincts.
Transcribe →Episode 658: Grounds for Growth: Coffee Rush's Path to 40 Stores Without Franchising
Feb 2501:13:00Tap to summarizeWil chats with Tessa Yost and Samantha Bratten of Coffee Rush, a family-owned drive-through coffee chain started in 1992 in Oregon by Tessa's parents amid the early coffee boom, pioneering convenience over sit-down spots like Starbucks. They discuss expanding to South Florida in 2023, driven by Tessa's post-abroad entrepreneurial shift and Samantha's ops skills, focusing on quality brews, genuine customer interactions in under 2 minutes, small dual-drive footprints in parking lots, and family ownership to avoid franchising dilution. Topics include hiring for personality to build connections, using a custom app for 50-60% sales while keeping orders face-to-face, competing via word-of-mouth and TikTok, navigating rising prices and permits, viewing rivals positively, and growth plans for 40 stores in 5 years. The talk emphasizes human touch in tech-heavy times, soft skills for young staff, and ideas like a "pay it forward" program.10 Key Takeaways Drive-Through Innovation: Founded in 1992 in Oregon, Coffee Rush pioneered drive-through coffee for convenience, inspiring brands like Dutch Bros amid skepticism. Family-Led Expansion: Staying family-owned for quality, expanding to South Florida with 8 stores in progress, targeting underdeveloped markets for growth. Service Focus: Hire for engaging personalities; remember names/orders to create quick, impactful connections, earning more praise than the coffee. Compact Design: 400 sq ft shops with dual lanes fit in unused parking spots, offering landlords extra revenue without traffic disruption. Tech Balance: Custom app handles loyalty/reorders for efficiency, but avoids speakers for personal ordering; uses handhelds for busy lines. Employee Development: Young hires gain transferable soft skills; low turnover with promotion opportunities, fostering long-term interest. Competition Strategy: Build awareness via free days, discounts, networking; see rivals as allies for mutual learning in Florida's emerging scene. Challenges Managed: Adjust for rising coffee costs; handle viral TikTok spikes and permitting hurdles with local partnerships like Morgan Group. Community Emphasis: Authentic interactions over scripted ones; partner with locals for premium items, list regulars on fridge for fun bonds. Future Vision: Aim for 40 stores in 5 years, potentially hundreds; promote ideas like pay-it-forward loyalty for community goodwill.
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