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

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Brianna Keefe, founder of Toastique, joins Zack Oates to discuss how she built a health-focused restaurant concept from one Washington, D.C. location into a rapidly growing franchise brand. Brianna shares why Toastique prioritizes owner-operators, how the brand creates value without compromising ingredient quality, and why the personal touch remains essential as the company scales.
Zack and Brianna discuss:
Why Toastique chose an owner-operator franchise model
 How personal interactions create repeat guests
 Building consistency across a growing restaurant brand
 Why healthy food doesn't have to sacrifice experience
 Protecting ingredient quality despite cost pressures
 Why short-term savings can hurt a brand long-term
Thanks, Brianna!
Links:
https://www.instagram.com/toastique/
https://www.linkedin.com/in/brianna-keefe-4a735087/
https://www.linkedin.com/company/toastique/
https://toastique.com/

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John Dikos, CEO of Great Harvest Bread Company, joins Zack Oates to discuss what it takes to modernize a beloved restaurant brand without losing the traditions that made it successful. From preserving Great Harvest's commitment to fresh-milled wheat and scratch baking to using guest data more effectively, John shares how authenticity and hospitality continue to differentiate the brand nearly 50 years after its founding.
Zack and John discuss:
Why Great Harvest refuses to compromise on bread quality
 How authentic hospitality begins the moment guests walk through the door
 Using guest data to improve long-term loyalty
 The value of staying true to a brand's founding principles
 Why storytelling matters as much as product quality
 How Great Harvest is preparing for its next chapter of growth
Thanks, John!
Links:
https://www.instagram.com/greatharvest/?hl=en
https://www.linkedin.com/in/john-dikos/
https://www.linkedin.com/company/great-harvest-bread-co./
https://www.greatharvest.com/

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John Owen, CEO of Blaze Pizza, joins Zack Oates to discuss how restaurants can create memorable guest experiences through personalization, consistency, and strong execution. With more than three decades of leadership experience across brands like McDonald's, Subway, and Scooter's Coffee, John shares why understanding the difference between customization and personalization is critical for today's restaurants.
Zack and John discuss:
Why personalization matters more than ever in hospitality
 The difference between customizing a product and personalizing an experience
 How brands should approach innovation and market disruption
 Why customer feedback must guide restaurant decisions
 Building consistency across hundreds of locations
 What restaurants can learn from Chick-fil-A's guest experience strategy
Thanks, John!
Links:
https://www.instagram.com/blazepizza/?hl=en
https://www.linkedin.com/in/john-o-73422325/
https://www.linkedin.com/company/blazepizza/
https://www.blazepizza.com/

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Jim Mazany, CEO of P.F. Chang's, joins Zack Oates to discuss how one of America's most iconic restaurant brands continues to evolve while staying true to its hospitality roots. From creating memorable dining experiences to balancing value with premium quality, Jim shares why every guest interaction is an opportunity to build lasting loyalty.
Zack and Jim discuss:
Creating memorable experiences that guests return for years later
 Balancing value with an elevated dining experience
 Why consistency builds long-term guest loyalty
 Using menu innovation to keep the brand relevant
 How small hospitality moments create lasting emotional connections
 The importance of staying authentic while evolving with guest expectations
Thanks, Jim!
Links:
https://www.instagram.com/pfchangs/?hl=en
https://www.linkedin.com/in/jimmazany/
https://www.linkedin.com/company/pfchangs/
https://www.pfchangs.com/

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Chris Ives, CEO and President of Bubbakoo's Burritos, joins Zack Oates to discuss why genuine hospitality remains one of the most powerful competitive advantages in restaurants. Drawing on experience across finance, operations, and executive leadership, Chris explains how strong culture, engaged teams, and thoughtful guest interactions ultimately drive profitability for franchisees.
Zack and Chris discuss:
Why culture matters more than metrics alone
 The connection between guest experience and restaurant profitability
 How genuine hospitality creates loyal guests
 Why restaurants should get back to the basics
 Balancing technology with human connection
 Using guest feedback to improve operations across franchise locations
Thanks, Chris!
Links:
https://www.instagram.com/bubbakoosburritos/?hl=en
https://www.linkedin.com/in/chris-ives-cfe-66b76940/
https://www.linkedin.com/company/bubbakoos-burritos/