Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

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Derrick Hayes, founder and CEO of Big Dave’s Cheesesteaks, joins Zack Oates to share the story behind one of the fastest growing brands in the country. What started as a way to honor his father has turned into a culture-driven company built on community, consistency, and care. Derrick breaks down how customer service became his biggest growth driver, why culture matters more than perfection, and how he keeps teams motivated as the brand scales.
Zack and Derrick discuss:
 Building a brand rooted in purpose and legacy
 Why customer service drives repeat business
 Creating a “family” feeling inside the restaurant
 Using real-time feedback to improve fast
 How to scale without losing culture
Thanks, Derrick!
Links:
https://www.linkedin.com/in/derrick-hayes/
https://www.linkedin.com/company/bigdavescheesesteaks/
https://www.bigdavesway.com/

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Anthony Valletta, CEO and President of bartaco, joins Zack Oates to break down what guest experience really looks like today. From managing expectations shaped online to delivering consistent in-store experiences, Anthony shares why the “floor” matters more than the “ceiling” and how brands can close that gap. He also dives into leadership, saying no, and why training for recovery matters more than perfect service.
Zack and Anthony discuss:
 Why guest expectations are harder to meet than ever
 The importance of consistency during off-peak moments
 How to train teams to recover instead of react
 Why saying no is a leadership skill
 Turning service failures into long-term loyalty
Thanks, Anthony!
Links:
https://www.linkedin.com/in/anthonyvalletta/
https://www.linkedin.com/company/bartaco/
https://bartaco.com/

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Jennifer Schuler, CEO of Handel’s Homemade Ice Cream and former CEO of Wetzel’s Pretzels, joins Zack Oates to talk about what really drives guest experience today. She shares why people are craving in-person connection more than ever, how small “micro moments” shape loyalty, and where restaurants go wrong with technology. From building an 80-year brand to scaling with intention, Jennifer explains how product quality, human connection, and disciplined operations work together to create lasting impact.
Zack and Jennifer discuss:
 Why micro connections matter more than ever
 Balancing speed of service with meaningful interaction
 Where technology helps and where it hurts
 Hiring for hospitality, not just skill
 How to build a brand that lasts generations
Thanks, Jennifer!
Links:
https://www.linkedin.com/in/schulerjennifer/
https://www.linkedin.com/company/handels-ice-cream/about/
https://handelsicecream.com/

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Tom Selementi of Spread Bagelry joins Zack Oates to break down what actually drives guest loyalty in a crowded category. From premium positioning to operational discipline, Tom explains why winning in breakfast and lunch comes down to speed, consistency, and experience.
Zack and Tom discuss:
 Why you don’t need to reinvent the product to win
 How speed directly impacts guest satisfaction
 The importance of owning one core menu item
 What most restaurants get wrong about guest attention
 How Covid changed guest expectations around time
 Simple ways to elevate experience without overcomplicating
Thanks, Tom!
Links:
https://www.linkedin.com/in/tom-selementi-aa794719/
https://www.linkedin.com/company/spread-bagelry/about/
https://spreadbagelry.com/

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Pinky Cole, founder of Slutty Vegan, joins Zack Oates to share how bold branding, authenticity, and resilience built one of the most talked about restaurant concepts in the country. From creating a name that sparks conversation to navigating failure, debt, and rebuilding, Pinky breaks down what it really takes to grow a brand people connect with. 
Zack and Pinky discuss:
 Building a brand that stands out through controversy and creativity
 Why authenticity matters more than polish
 Lessons from raising $33M and scaling fast
 How failure reshapes better leaders
 Why the right team changes everything
 Balancing guest experience with profitability
Thanks, Pinky!
Links:
https://www.linkedin.com/in/pinky-cole-879696a6/
https://www.linkedin.com/company/sluttyveganatl/
https://sluttyveganatl.com/