Shows
Restaurant Leaders UnpluggedTurn Unhappy Guests Into Superfans with Zack Oates (Ovation) What if your most loyal customers are the ones who had a problem… and you fixed it? In this eye-opening conversation, Ovation founder Zack Oates explains why guest recovery is the single biggest loyalty lever in restaurants. We break down the “first date” framework for guest experience, how to remove friction from the journey, and why consistency creates trust across locations.Zack also shares how Ovation aggregates reviews and real-time feedback from first-party surveys and public platforms, turns it into simple operational scores, and guides GMs on what to fix next. We talk response rates...
2025-11-1942 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesDetect, Then Train: Rachael Nemeth of Opus Training on AI Interventions that StickSend us a textZack Oates sits down with Rachael Nemeth, CEO of Opus Training, to talk about turning frontline training into real-time performance. Rachael explains why most brands don’t have a completion problem — they have an adoption problem — and how Opus makes training inclusive with instant mobile access and automatic translation. She shares how Opus pairs with Ovation to detect issues early and push targeted refreshers before they become revenue problems.Zack and Rachael discuss:Training as the foundation of guest experienceAdoption vs completion and mobile-first accessUsing AI to detect anomalies and interv...
2025-11-1718 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesThe Eye In The Sky That Isn't Creepy with Savi's Brock WeeksSend us a textZack Oates welcomes Brock Weeks, CEO of Savi, to talk about using AI to measure and improve in-store guest experiences. Brock explains how Savi transforms existing security footage into actionable insights that help operators understand consistency, cleanliness, and engagement in real time. Together, Zack and Brock discuss the connection between AI, feedback, and the human side of hospitality.Zack and Brock discuss:Using AI to measure consistency and guest interactionsThe “time to engage” metric and what it revealsWhy data only works when it fits real workflowsHow AI empowers frontline workers inst...
2025-11-1016 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesArjun Sen of ZenMango on Earning the Second Visit, One Guest at a TimeSend us a textZack Oates welcomes Arjun Sen, marketing executive, speaker, author of Unquiet Forever, and founder of ZenMango. Arjun shares how brands win by owning the feeling of each moment and wowing one more guest at a time. He breaks down first and last impressions, the “food two-minute drill” during peak hours, and why leaders must act instead of react to competition. He also explains “unquitting” as a mindset for teams and retention.Zack and Arjun discuss:How to define and deliver a brand’s core feelingFirst and last impressions that drive a second v...
2025-11-0623 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesJames Bonanno of Upstream Hospitality on The Power of Fast FeedbackSend us a textZack Oates sits down with James Bonanno, Founder and CEO of Upstream Hospitality Group, to talk about building strong operations, developing A-player leaders, and delivering five-star guest experiences across 20+ locations. From Tap Room to Bango Bowls, James shares how great culture starts with great GMs—and why sharpening the team’s skills is key to growth.Zack and James discuss:Why operations fuel great marketingHow to identify and develop A-player leadersThe role of feedback in improving accuracy and serviceUsing AI and data to boost training and leadership developmentTurning quick responses into...
2025-11-0316 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesEric Knott of Tiki Taco on Turning Feedback into ActionSend us a textEric Knott, CEO of Tiki Taco and former PDQ leader, joins Zack Oates to talk about scaling hospitality, refining menu strategy, and building genuine guest connections. With experience ranging from Outback to Tiki Taco, Eric shares how structure and community drive lasting success. He explains how to use guest feedback as a growth tool, why operators must be the “mayor” of their market, and what’s changed most about the modern guest.Zack and Eric discuss:Lessons learned from Outback, PDQ, and Tiki TacoThe power of guest feedback loopsKnowing when to rem...
2025-10-3017 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesHow Haven Hot Chicken Builds Loyalty with Jason SobocinskiSend us a textJason Sobocinski joins Zack Oates to share how Haven Hot Chicken builds lasting guest love through great food, consistent hospitality, and small gestures that surprise and delight. From “reverse tipping” cards to weekly community drop-offs, Jason explains how joy and consistency fuel growth in a competitive chicken market.Zack and Jason discuss: • Why exceeding expectations defines hospitality at Haven • How consistency keeps guests returning visit after visit • Turning feedback into opportunities for improvement • Reverse tipping cards as a unique way to delight guests • Surprise-and-delight catering drops that drive awarenes...
2025-10-0620 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesPaul Damico of Global Franchise Group on What Really Drives TrafficSend us a textPaul Damico joins Zack Oates to share what still wins guest loyalty today. His take is simple: nail the four walls first, then scale. With leadership across Blaze, Fuzzy’s, Global Franchise Group, Focus Brands, and Moe’s Southwest Grill, Paul explains how culture, training, and clean execution turn into traffic, while technology should remove friction rather than add it.Zack and Paul discuss: • Why the in-store experience fuels long-term digital sales • The fundamentals that never change for restaurants • Cleanliness as a true traffic driver • Building a tech stack that...
2025-09-2919 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesJohn Laun of Earthbar on Using AI and Feedback to Elevate GuestsSend us a textJohn Laun, CMO of Earthbar, joins Zack Oates to share how a wellness brand with roots in the 1970s is scaling nationally while keeping guest experience front and center. With over 60 locations and a strong partnership with Equinox, Earthbar focuses on energy, consistency, and culture to make every visit the best part of a guest’s day.Zack and John discuss:How Earthbar grew from supplements to smoothies to 60+ storesWhy “energy” is a core value for team membersUsing real-time feedback to recover service instantlyWhy happy guests are the brand’s best mar...
2025-09-2222 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesWhy Guest Experience Starts with GMs, with Justin Falciola of DeliverectSend us a textJustin Falciola, President of the Americas at Deliverect, joins Zack Oates to explore how technology and hospitality can work hand in hand. With leadership experience at Papa John’s and CKE, Justin has seen the restaurant industry from both the operator and vendor sides. He shares how Deliverect is helping brands scale profitably by connecting POS systems, delivery aggregators, and first-party digital platforms—all while keeping the guest at the center. Zack and Justin discuss:Why Blockbuster failed and what restaurants can learn from itThe critical role of GMs in shapi...
2025-09-0919 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesHow Drew Kimball of SpotOn Builds Loyalty Through Service and TechSend us a textDrew Kimball, Relationship Manager at SpotOn, joins Zack Oates to talk about what it really takes to build lasting relationships in hospitality. With over 15 years in B2B sales and a background in restaurants, Drew shares stories from his work with operators, his time as a game store owner, and how he helps brands improve guest experience, efficiency, and revenue.Zack and Drew discuss:Why relationship-building is Drew’s business superpowerThe four “core” pillars every restaurant should focus onReal-world examples of improving table turn and guest feedbackHow to provide value throug...
2025-07-1517 min
Restaurant Tech TrendsZack Oates, Founder / CEO at OvationAt long last, we sat down with Ovation Founder and CEO 🍽️Zack Oates🍕on 🍔Restaurant 🤖Tech 📈Trends! Zack is one of the people we admire most in this industry, and he can teach us all a thing or two about how to maximize restaurant guest satisfaction. 📺WATCH AND LEARN📺👉 The secret to making long-form guest satisfaction surveys work. 👉 Zack's perspective on platform consolidation in the industry: where it makes sense, and where it doesn't👉 If time and budget were no object, which #restauranttech company Zack would have Ovation buy, and...
2025-06-2414 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesFrom Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy ChickenSend us a textAlice Crowder, CMO of Krispy Krunchy Chicken, joins Zack Oates to break down how the brand grew to nearly 3,400 locations without traditional franchising. From gas stations to guest experience strategy, Alice shares how high-quality food, grassroots marketing, and authentic partnerships drive brand love and repeat visits.Zack and Alice discuss:Why quality, value, and craveability win in any locationHow to grow using micro-influencers instead of ad budgetsThe power of authentic pride among convenience store operatorsWhy guest experience starts with product and belief—not policyHow to create emotional loyalty in unexpected se...
2025-06-1819 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesMichael Lukianoff of SignalFlare on Using AI to Drive Smarter Restaurant StrategySend us a textMichael Lukianoff, CEO of SignalFlare, joins Zack Oates to unpack the restaurant industry's biggest data challenges and opportunities. From AI-driven decision-making to understanding local market dynamics, Michael explains how restaurants can stay ahead in a crowded, fast-changing landscape.Zack and Michael discuss:Why restaurant growth is outpacing population growthHow to make sense of complex guest data without loyalty programsWhy local market dynamics are more important than everHow AI will change local marketing strategyWhat brands can do to gain more than their “fair share” of trafficThanks, Michael!Link...
2025-06-1616 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesRuss Hawkins of Agilence on Using Data to Improve Guest ExperienceSend us a textRuss Hawkins, CEO of Agilence, joins Zack Oates to break down how restaurant operators can use data to improve guest experience, boost loyalty, and align teams. With a background spanning telecom, retail, and hospitality, Russ shares practical strategies for avoiding waste, tracking behavior, and turning missed expectations into long-term relationships.Zack and Russ discuss:Why personalization is the new loyaltyHow to align the boardroom with the back-of-houseUsing data to improve staff training and performanceWhat operators can learn from both QSR and fine diningWhy small moments—like remembering a name—still matt...
2025-06-1314 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesServing Hospitality for 75 Years: Ralph Lewis of Okeechobee SteakhouseSend us a textRalph Lewis, CEO and third-generation owner of Okeechobee Steakhouse, joins Zack Oates to share the secrets behind one of Florida’s most iconic dining institutions. From 75 years of legacy service to 350,000 free birthday steaks, Ralph dives into how family values and consistent hospitality drive lasting guest loyalty.Zack and Ralph discuss:What it means to deliver true hospitality, not just serviceHow Ralph’s team creates “wow” moments with steak and dessert traysWhy every team member should feel seen, not just staffedThe impact of birthday traditions on guest memory and retentionHow to train...
2025-06-0916 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesInside 3Natives: Anthony Bambino’s Guide to Sustainable GrowthSend us a textAnthony Bambino, founder and CEO of 3Natives, joins Zack Oates to share how he grew a 900-square-foot juice bar into a 50+ location health-focused brand. With no outside investment, Anthony emphasizes why slow, steady, and personal growth beats fast cash. He shares insights on creating memorable guest experiences, leading a tight-knit team, and empowering employees to deliver service that stands out.Zack and Anthony discuss:How 3Natives grew with zero private equityThe secret to keeping franchise culture strongWhy happy employees create loyal customersWhat Anthony learned from Unreasonable HospitalityWhy handwritten notes still...
2025-05-2918 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesHow Savory Fund Powers Guest Experience at Scale with Josh BoshardSend us a textJosh Boshard, COO of Savory Fund, joins Zack Oates to talk about what it really takes to scale great restaurant brands. With a background in tech and an obsession for operations, Josh shares how momentum, team empowerment, and data-driven decisions shape unforgettable guest experiences. From system-wide A/B testing to feedback-fueled growth, this episode is a masterclass in modern hospitality leadership.Zack and Josh discuss:Why momentum is the most underrated part of guest experienceHow tech can elevate—not replace—hospitalityThe difference between one-off issues and systemic problemsWhy Savory uses gues...
2025-05-2721 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesDesigning Dining Experiences with Sebastien Silvestri of The Dinex GroupSend us a textSebastien Silvestri, CEO of The Dinex Group, joins Zack Oates to share lessons from decades of global hospitality leadership—spanning Bora Bora, Vegas, Miami, and NYC. He dives into how restaurants can elevate the guest experience through entertainment, precision, and people-first operations. From value perception to theatrical dining, Sebastien shares why success starts with obsessed attention to detail and team care.Zack and Sebastien discuss:Why today’s guests crave experiences, not just mealsHow theatrical touches like table-side service delight dinersWhy hospitality starts with taking care of your teamHow to deli...
2025-05-2122 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesWinning with Hospitality-Driven Catering with Pete Mora of Fajita Pete’sSend us a textPete Mora, founder of Fajita Pete’s, joins Zack Oates to share how a catering-first mindset transformed his brand from a full-service Tex-Mex restaurant into a thriving, multi-unit concept. Pete reveals how simplifying the model, building genuine guest relationships, and leading with care have been the keys to sustainable growth. He also discusses how small gestures—from handwritten notes to surprise gift cards—can create loyalty that no marketing campaign can buy.Zack and Pete discuss:How Fajita Pete’s evolved from full-service dining to catering-first QSRWhy caring is the most sca...
2025-05-1917 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesBuilding a Brand on Love, Legacy, and Leadership with Jane Abell of Donatos PizzaSend us a textJane Abell, Executive Chairwoman and Chief Purpose Officer of Donatos Pizza, joins Zack Oates live to discuss how leading with love and purpose has fueled Donatos' growth and guest loyalty. Jane shares how a people-first mindset, innovation, and agape capitalism shape every decision, from store operations to franchise relationships. She also explains how Donatos blends automation with hospitality to preserve their soul while scaling. Her insights offer a roadmap for brands that want to grow without losing their heart.Zack and Jane discuss:How Donatos stays true to its family...
2025-05-1418 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesInside The Great Greek’s Rapid Growth with Bob AndersenSend us a textBob Andersen, President of The Great Greek Mediterranean Grill, joins Zack Oates live at RLC to share how the brand delivers full-service hospitality in a fast-casual setting. Bob discusses the art of preserving authentic experiences while scaling rapidly, the role of franchisee relationships in sustainable growth, and why Mediterranean cuisine hits the sweet spot for today’s diners. He also dives into the huge opportunity catering presents for restaurants who are ready to do it right.Zack and Bob discuss:How The Great Greek creates an elevated fast-casual dining experienceBuilding fr...
2025-05-1222 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesPreserving Culture Through Rapid Growth with Rob ErtmannSend us a textRob Ertmann, President of Mo’ Bettahs, joins Zack Oates live to share how the brand scaled from 22 to over 60 locations while staying true to its “be aloha” culture. Rob explains how simplicity, consistency, and operational focus helped Mo’ Bettahs deliver great guest experiences at every stage of growth. He shares insights on training, culture preservation, and why handling mistakes the right way builds loyalty.Zack and Rob discuss:How Mo’ Bettahs scaled without losing its aloha vibeWhy simplicity beats complexity when scaling a brandHow leadership stays connected by being present in storesH...
2025-05-0919 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesBehind the Growth of Bushfire Kitchen with Oliver BarwinSend us a textOliver Barwin, CEO of Bushfire Kitchen, joins Zack Oates live to share how he transitioned from Wall Street to hospitality, building a fast-casual brand focused on healthy food, hospitality, and smart growth. Oliver explains how technology upgrades, streamlined operations, and a better-for-you menu helped Bushfire Kitchen scale during challenging times. He dives into how loyalty to the guest experience shaped their tech decisions and why being proactive in guest recovery is a must. His journey proves that a finance background can be a surprising advantage in hospitality when paired with heart....
2025-05-0717 min
Choppin’ It Up by Bloomberg IntelligenceOvation’s CEO on Addressing Customer ComplaintsPoor order accuracy is a fast way to lose customers and gain one-star reviews, Ovation’s CEO and Founder Zack Oates tells Bloomberg Intelligence. In this episode of the Choppin’ It Up podcast, Oates sits down with BI’s senior restaurant and foodservice analyst Michael Halen to discuss why even though most customer complaints are about food, it’s more important for restaurants to address grievances about accuracy and service. He also comments on why a bad review is a gift. See omnystudio.com/listener for privacy information.
2025-04-2238 min
The 60 Second PodcastZack Oates, CEO of OvationSend us a textZack Oates is one of those rare entrepreneurs who mixes heart, hustle, and hilarity. From scooping ice cream at Friendly’s to ringing the NASDAQ bell as CEO of Ovation, Zack’s journey is a masterclass in customer experience innovation. In this lightning-round episode, he shares why feedback is broken in restaurants, how Ovation is using AI to fix it, and what actually drives guest loyalty (hint: it’s not the food).You’ll want to hear his “faster than a tweet” explanation of how Ovation turns unhappy guests into loyal fans.
2025-04-2101 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesFrictionless Ordering & Smarter Tech with Johnathan ChenSend us a textOn this episode of Give an Ovation, Johnathan Chen, CEO and Co-Founder of 5&5, joins Zack Oates to discuss how restaurants can optimize their technology stack to improve operations and guest experience. With years of experience in restaurant tech and digital services, Johnathan shares insights on streamlining systems, avoiding tech overload, and ensuring that technology serves the guest—not complicates their journey.Zack and Johnathan discuss:The biggest tech challenges restaurants face todayHow to reduce friction in the ordering processWhy si...
2025-03-1021 min
Give an Ovation: The Restaurant Guest Experience Podcast with Zack OatesFive-Star Strategies for Restaurant Success with Michael HalenSend us a textOn this episode of Give an Ovation, Zack Oates welcomes Michael Halen, Senior Restaurant and Foodservice Analyst at Bloomberg Intelligence and host of Chopping It Up. Michael shares his insights on industry trends, value perception, and the impact of inflation on restaurant profitability. He discusses how brands like Texas Roadhouse and Wingstop are winning by delivering strong guest experiences. From operational excellence to marketing strategies, Michael breaks down what restaurants must focus on to stay competitive in 2025.Zack and Michael discuss:The role of...
2025-03-0617 min