Podcast Summary: Restaurant Strategy

Episode: How Smarter Tip Distribution is Changing Restaurants

Host: Chip Klose
Guests:

• Brian Hassan (Co-Founder & Co-CEO, Kickfin)
• Lane Cox (CMO, Union)
  Date: November 3, 2025

Episode Overview

This episode focuses on how smarter, tech-driven tip distribution and integrated technology stacks are transforming restaurant operations—particularly for high-volume bars and nightclubs. Host Chip Klose leads an insightful discussion with Brian Hassan of Kickfin and Lane Cox of Union, exploring why integrated solutions are crucial for restaurateurs, how tech reduces burnout in middle management, and the importance of future-proofing with modular systems.

Key Discussion Points & Insights

1. The Manager’s Burden: Burnout and the Need for Better Tools

• Middle managers (GMs and bar managers) shoulder immense operational stress, from handling upset customers to closing hundreds of checks nightly.
• Burnout is exacerbated by outdated processes, like manually closing tabs or counting cash tips late into the night.
• Both Union and Kickfin are built to make these processes easier, faster, and less prone to error.

Notable quote:
"Your managers are the ones that are really holding everything together... If your manager's unhappy or if they don't have the right tools to be successful, how are you expecting them to do their job? And that's where the burnout's going to come in."
—Lane Cox (06:19)

[06:19-08:28] Insight

• Union’s “close all walk checks” feature: “Instead of manually going through it, we have one button in Union... Managers say, 'I spend two hours at the end of the night doing this.'”
• Kickfin and Union’s collaboration aims to cut nightly tip distribution from 45 minutes to as little as two minutes.

2. Cashless Tip Distribution: Security & Transparency

• Traditional nightly cash tip-outs are risky and inefficient: risk of theft, cumbersome math, and compliance headaches.
• Kickfin digitizes the process, sending instant, cashless tip payouts straight to employee bank accounts.

Notable quote:
“When you think about tips at the end of the night, people want to get paid—super important. A lot of managers end up staying far past when other employees leave just to handle these tasks.”
—Brian Hassan (08:28)

[10:28-12:37] Insight

• Restaurant owners can avoid bank runs and manual errors.
• With integration, math and payouts are handled automatically and transparently.

3. Building the Perfect Tech Stack: Modular, Integrated, and Strategic

• Many operators default to “all-in-one” POS solutions.
• Union’s stance: focus on customization—let operators select best-in-class partners like Kickfin for specific needs.
• Kickfin’s stance: modular stacks offer price leverage and flexibility as businesses grow and needs change.

Notable quotes:
“It sounds perfect: one vendor, everything integrates, it's good to go. Here's the problem—you’re going to be beholden to renewal increases and there’s nothing you can do about it... Having flexibility to build a modular tech stack... it's a better long-term setup.”
—Brian Hassan (15:55)

“Every dollar matters when it comes to hospitality... By all means, if you don't want to work with someone, don't be required to pay that extra money.”
—Lane Cox (13:37)

4. Evaluating (and Future-Proofing) Your Restaurant Tech

• Chip draws a distinction between “efficiency” (doing more with less) and “effectiveness” (doing the right thing better).
• Lane advises operators to constantly revisit:
  • What do you need to deliver a great guest experience today?
  • What will guests expect tomorrow?
  • What’s “need-to-have” vs “nice-to-have”?

Notable quote:
“As you think about your tech stack, start thinking about not only what do you need to deliver today, but where’s your guest going? What are they going to expect?”
—Lane Cox (21:17)

[19:18-22:36] Insight

• Gen Z is transforming expectations: they prefer speed, personalization, and cashless/tap-to-pay transactions (often via phone).
• Collecting customer data is key for future personalization and loyalty initiatives.

5. The Employee Experience: Instant, Digital, and Safe

• Paying tips instantly—and digitally—directly into employee bank accounts helps:
  • Eliminate post-shift safety risks (no more carrying cash at 3am).
  • Improve staff financial security and satisfaction.

Notable quote:
“Our average [user] said before Kickfin it took us between 45 minutes and an hour just to do this whole task. Now it's about 30 seconds to two minutes, tops, because it's fully automated.”
—Brian Hassan (27:14)

6. Guest Experience, Loyalty, and Data

• Union enables “guest led ordering” (open a tab with NFC/QR code, track preferences, personalize offers).
• Robust customer data collection (anchored to unique phone numbers).
• Operators should proactively use this data for loyalty and upselling, mirroring practices in e-commerce and travel.

Notable quote:
“Every operator out there needs to be thinking about, ‘How am I collecting the right data to be able to use that in my operation to drive the business forward?’”
—Lane Cox (27:33)

• Real-world results: one client increased bar sales 28% by enabling app-based ordering everywhere on their property ([32:40]).

7. Embracing Change & Technology

• Operators who resist tech innovation get left behind; those who experiment early are rewarded.
• Examples: Online ordering adoption after skepticism; now AI and guest data are the next areas to embrace.

Notable quote:
“Don't be fearful of change... If you sit back and say, ‘I'm just going to wait, I don't believe in that,’ you're not going to reap the early benefits.”
—Lane Cox (33:40)

8. The Importance of Support

• Reliable tech partners must offer 24/7/365 support; downtime in hospitality is unacceptable.

Notable quote:
“Support is critical when evaluating technology... Let's not forget about how the restaurant or how the venue can be supported when things go right. That's mission critical.”
—Brian Hassan (37:49)

Timestamps for Important Segments

• [06:19] Middle management burnout and tools to prevent it
• [10:28] How Kickfin integrates for painless tip payout
• [13:37] Why operators should avoid single-vendor lock-in
• [19:18] Evaluating the tech stack: needs analysis and future planning
• [21:17] Gen Z and the future of hospitality technology
• [24:49] Cashless tip payout: operational and safety benefits
• [27:33] The importance of customer data and personalization
• [32:40] Real example: app-based ordering boosts bar revenue
• [33:40] Embracing change and technological innovation
• [37:49] The critical role of tech support

Memorable Moments & Closing Wisdom

• “You can't deliver great hospitality if you're not getting great hospitality in return from your partner.”
  —Lane Cox (39:02)

• “Have fun. Hospitality is about delivering great service. You want people to leave with a smile on their face and with benefit and value.”
  —Lane Cox (39:02)

Resources Mentioned

• Kickfin: kickfin.com
• Union: getunion.com
• Book: Customer Centricity by Peter Fader

Summary by ChatGPT – For restaurant leaders looking to streamline operations, reduce burnout, and delight both guests and staff, this episode offers tactical insights and inspiration. The recurring theme: Thoughtfully integrate technology, always with an eye on future needs and guest expectations.