Why Guest Experience Starts with GMs, with Justin Falciola of Deliverect
Send 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 shaping guest experienceHow data and curiosity help uncover guest insightsWhy operators should spend time working in restaurantsThe overlooked potential of the drive-thruThanks, Justin!Links:https://www.linkedin.com/in/justinfalciola/https://www.linkedin.com/company/deliverecthq/https://www.deliverect.com/en
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From Football Field to Franchise Growth: Mark Moseley at Five Guys
Send us a textFrom NFL MVP to franchise powerhouse, Mark Moseley has done it all. After a legendary 16-year career as the Washington Commanders’ clutch kicker and the only special teams player to ever win MVP, Mark went on to help grow Five Guys from just 3 locations to nearly 2,000 worldwide. In this episode of Give an Ovation, Mark shares how lessons from football shaped his approach to franchising and what it takes to create a consistent, high-quality guest experience across the globe. Zack and Mark discuss: Building trust through values and consistencyThe foundation of quality, service, and cleanlinessAccountability and the role of secret shoppersLessons from the NFL on teamwork and resilienceThanks, Mark!Links:https://www.linkedin.com/in/mark-moseley-305a4583/https://www.linkedin.com/company/five-guys-enterprises/https://www.fiveguys.com/
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How Drew Kimball of SpotOn Builds Loyalty Through Service and Tech
Send 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 through authentic, personal connectionWhat a board game store has to do with hospitalityThanks, Drew!Links:https://www.linkedin.com/in/drew-kimball-844a1912/https://www.linkedin.com/company/spoton/https://www.instagram.com/spoton/https://www.spoton.com/
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Live from the National Restaurant Association Show
Send us a textZach takes the Ovation mic to the streets of Chicago for a special edition of the Two Question Podcast, recorded live at the National Restaurant Association Show. From tech innovators to restaurant operators, leaders across the industry answer two key questions: what should restaurants focus on over the next 12 months, and what tactics can improve the guest experience? You’ll hear quick insights, real-world tips, and recurring themes around data, human connection, and of course—using Ovation.Thank you to all our amazing guests, including Sean Walchef, Scott Porter, Brandon Barton, and so many more.
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From Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy Chicken
Send 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 settingsThanks, Alice!Links:https://www.linkedin.com/in/alicecrowder/ https://www.linkedin.com/company/krispy-krunchy-foods/https://www.instagram.com/krispykrunchychicken/ https://www.krispykrunchy.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.
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