Arjun Sen of ZenMango on Earning the Second Visit, One Guest at a Time
Send 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 visitRunning the peak-time “two-minute drill”Acting vs reacting in competitive marketsThe “unquit” mindset for leaders and teamsThanks, Arjun!Links:https://www.linkedin.com/in/zenmangoarjunsen/https://www.linkedin.com/company/zenmango/https://www.zenmango.com/about
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James Bonanno of Upstream Hospitality on The Power of Fast Feedback
Send 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 loyal guestsThanks, James!Links:https://www.linkedin.com/in/james-bonanno-a5a665103/https://www.linkedin.com/company/upstream-hospitality-group/https://upstreamhospitality.com/blog/tap-room-featured-on-owners-operators/
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Eric Knott of Tiki Taco on Turning Feedback into Action
Send 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 remove or refine a menu itemShifting guest expectations after COVIDBuilding connection through kindnessThanks, Eric!Links:https://www.linkedin.com/in/eric-knott-96504973/https://www.linkedin.com/company/tikitaco/https://www.tikitaco.com/
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Building a Fierce Yet Friendly Brand with Amanda Kahalehoe of Vicious Biscuit
Send us a textFrom Charleston roots to a growing national footprint, Amanda Kahalehoe has built a brand that’s both fierce and warm. As COO of Vicious Biscuit, she shares how her team balances bold, indulgent food with genuine Southern hospitality. Amanda and Zack dive into how her brand “out-hospitalities” the competition, the power of listening to guests, and what operational excellence really means in today’s restaurant world.Zack and Amanda discuss:The origins and growth of Vicious BiscuitWhy guest feedback drives innovationHow to out-serve your competitionDefining operational excellenceBuilding loyalty through cultureThanks, Amanda!Links:https://www.linkedin.com/in/amanda-kahalehoe-6683a987/https://www.linkedin.com/company/vicious-biscuit/https://viciousbiscuit.com/
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How Haven Hot Chicken Builds Loyalty with Jason Sobocinski
Send 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 awarenessThanks, Jason!https://www.linkedin.com/in/jason-sobocinski-75016730/https://www.linkedin.com/company/haven-hot-chicken/https://www.havenhotchicken.com/
About Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
An ad free resource for restaurateurs! Over 100 episodes and a new episode every Monday. Listen in to learn from industry leaders how to grow your restaurant, improve your guest experience, turn your customers from strangers to friends, and to leverage data and marketing tools to increase your revenue.
Listen to Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates, Table Manners with Jessie and Lennie Ware and many other podcasts from around the world with the radio.net app
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