Restaurant Unstoppable Podcast Episode 1252: Jody Fiess, COO at Cerboni Services

Date: February 12, 2026
Host: Eric Cacciatore
Guest: Jody Fiess (COO, Cerboni Services)

Episode Overview

This episode dives deep into the intersection of hospitality, leadership, financial expertise, and technology in the restaurant industry. Host Eric Cacciatore engages Jody Fiess, COO of Cerboni Services, in an inspiring, insight-packed conversation about what makes restaurants (and restaurateurs) truly unstoppable. The discussion covers Jody's personal journey in the industry, the purpose and unique approach of Cerboni Services, and essential advice for operators seeking to thrive in a complex and ever-changing landscape.

Main Themes

• The DNA of successful restaurant leadership: passion, hospitality, and financial acumen
• The growing critical role of specialized support services (like Cerboni) for independent operators
• The evolution of restaurant operations: from service to experience, and onto transformation
• Leveraging technology (especially AI) and systems to do more with less, and remain competitive
• Why building strong culture and genuine relationships is vital for team and guest experience

Key Discussion Points & Insights

1. The Core Mantra: "Passion and Pennies"

[03:59] Jody Fiess:
Jody’s mantra for running successful restaurants: "It's passion and pennies."

“If we all share in the passion of what the industry is and we all watch our pennies, it’s a successful one.” — Jody Fiess (03:59)

Meaning:

• Passion: The love for hospitality work, service, and connection.
• Pennies: The vigilance required in managing slim margins.

2. Hospitality as a Human Imperative

[05:06] Jody Fiess & [06:05] Eric Cacciatore:
They explore what it means to "lead with hospitality".

“Hospitality, I think, is... service, enthusiasm, generosity, respect… It should be a non-negotiable. We expect it whenever we go into a restaurant.” — Jody Fiess (05:06)

Eric connects hospitality to human tribal history:

“Our DNA literally needs to, to receive and to give hospitality… it’s so close to our nature, but we take it for granted.” — Eric Cacciatore (06:05)

Insight:
Genuine hospitality connects teams and guests on a deep, almost primal level.

3. Jody’s Industry Journey

[08:39]–[15:04]

• Started as a busser in 1995, worked all positions up to director level.
• Stayed within hospitality—never left the industry, culminating in executive leadership roles.
• Education in business and psychology, emphasizing the importance of understanding people (staff and guests).

“Running businesses and understanding people… it’s actually the perfect marriage.” — Jody Fiess (13:19)

4. The Role of Cerboni Services

[09:37]–[10:51]
Cerboni is a specialized financial services firm for restaurants, offering:

• Accounting
• Tax
• Payroll
• Inventory support
• Consulting (incl. fractional CFO services)

Crucial Value:
Not just generating data (like a plain P&L), but interpreting operational implications and plotting paths for actionable results.

“What does it mean that labor is higher? ...When we look at a P&L, what is the operational implication of what we’re looking at?” — Jody Fiess (09:37)

5. Leadership, Self-Awareness, and Culture

[17:43]–[22:57]
Self-awareness through honest feedback and reflective improvement is key.
Leadership, to Jody, means listening well, motivating teams, and fostering a culture where people care.

“I admire diligent operators. I admire people that take information, create action, and deliver results.” — Jody Fiess (57:32)

Creating Culture ([21:49]–[22:57]):

• Build belief in vision and product.
• Empower people with respect and a strong culture.
• Growth is making people better than when they joined.

6. Growth: Internal First, External Follows

[25:46]–[27:18]
Growth isn't just more locations or revenue; it's improvement in processes, people, and consistency.

“Even consistency is growth. ...You can’t grow externally if you haven’t done the work and the growth internally.” — Jody Fiess (26:41)

7. The Power & Purpose of Cerboni’s Niche

[31:16] Jody Fiess:
Cerboni’s purpose is to give restaurants one less hat, lighten the burden, and help them succeed financially.

“If I can’t help you succeed, then I’m not successful. Your success is my success.” — Jody Fiess (31:58)

Their Unique Edge:

• Deep restaurant/operations expertise (restaurant managers and chefs on staff).
• Not just accountants—translators & action-partners for ops.

8. The Only Path Forward for Independents: Tech & Outsourcing

[35:40]–[38:10]
It's impossible for independent operators to keep up with technology and financial complexity alone.

“You have to have somebody on your team… someone who is plugged into that so you, they can manage that and the numbers and you can do what you love.” — Eric Cacciatore (35:39)

Cerboni partners with leading tech: Restaurant Systems Pro, Restaurant 365, Margin Edge, etc.

Fractional Executives ([47:22]): Bridge the gap for independents between owner-operator and a full executive suite.

9. The Future — AI, Integrated Systems, & Deep Service

AI & Dashboards ([48:19]–[50:22]):

• AI is a game-changer, allowing right-brained operators to focus on what matters, surfacing only essential insights.
• Fully integrated tech stacks and holistic systems are critical for efficient operations and reliable data that drives action.

Deep Service is Back ([54:01]–[55:43]): Jody predicts a renewed emphasis on “deep service”—experiences that are memorable and engaging, which will define successful operators in the next phase.

“More successful operators are having restaurants that are very aligned to deep service.” — Jody Fiess (55:27)

Notable Quotes

• “It’s passion and pennies... we follow our hearts, we lead with hospitality.” — Jody Fiess (03:59)
• “Hospitality is service, enthusiasm, generosity, respect… it’s a non-negotiable.” — Jody Fiess (05:06)
• “Running businesses and understanding people… it’s the perfect marriage.” — Jody Fiess (13:19)
• “If I can’t help you succeed, then I’m not successful. Your success is my success.” — Jody Fiess (31:58)
• “Growth is getting better at what you did yesterday, today.” — Eric Cacciatore (26:06)
• “AI… the implication of being able to leverage this creates our ability to… put that data together... just tell me what I need to know.” — Jody Fiess (48:19)
• “I admire diligent operators. I admire people that take information, create action, and deliver results.” — Jody Fiess (57:32)

Key Timestamps

| Time | Segment / Insight | |--------|----------------------------------------------------------------------------------------------------------| | 03:59 | Jody’s mantra: “Passion and pennies.” | | 05:06 | Defining “leading with hospitality.” | | 06:05 | Hospitality as human DNA and tribal connection. | | 09:37 | Jody’s role at Cerboni and the importance of interpreting financials for operators. | | 17:43 | On listening to feedback and building real self-awareness. | | 21:49 | How to create a culture where people care. | | 25:46 | Growth as making people better, not just expansion. | | 31:16 | Cerboni’s purpose: serve, support, and empower restaurant operators. | | 35:40 | The vital need for independent operators to partner with tech/finance pros to survive & thrive. | | 38:10 | How Cerboni stays tech-agnostic and builds solutions for clients’ actual needs. | | 48:19 | The game-changing, dashboard-creating possibilities of real AI integration. | | 54:01 | Where is hospitality going? The return of “deep service.” | | 57:32 | Who does Jody admire? The diligent operators who take action and deliver results. |

Memorable Moments

• "A leader is a dealer of hope." — Referenced by Eric; becomes a throughline in talking about leadership’s best role (24:41, 31:09)
• Jody’s journey: From busser to bartender to COO—never left hospitality; credits business and psychology as a perfect blend for a leader.
• Real talk about operational pain: The challenge of bandwidth, turnover, and the overwhelming burden of managing tech and finance without support (45:13–46:28).
• The case for fractional executives: Not everyone needs (or can afford) a full C-suite. Outsourcing finance, ops, and tech is the new way forward.

The Future: Deep Service & Transformation

Jody and Eric agree — the next era in hospitality will be defined by operators who genuinely deliver deep, transformational service. This means:

• Consistently great experiences start with caring, respected teams
• Operators partner with specialized support (like Cerboni), leveraging tech for insights, but focusing on people and relationships
• The rise of "fractional" roles (CFO, CMO, etc.) opens up new, rewarding career paths and makes robust operations accessible for independents

Final Takeaway

Cerboni Services stands out by not just handling the numbers, but by arming restaurants with insight, empowering action, and ultimately allowing passionate, right-brained operators to focus on hospitality. This, coupled with embracing technology and a culture-first mindset, is what will keep independents unstoppable for years to come.

Learn More:

• Cerboni Services: Call 281-888-2413 and mention this episode for a discount.
• Podcast Community/Show Notes: restaurantunstoppable.com

“There is no questioning, my man—you and Cerboni are UNSTOPPABLE!” — Eric Cacciatore (60:24)