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

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Jessica Serrano, CMO of Bagel Brands, joins Zack Oates to share how marketers can better understand what makes a brand truly stand out. With experience across Burger King, Taco Bell, and Dig In, Jessica brings a sharp perspective on how guest insights shape strategy.
Zack and Jessica discuss:
 Finding what makes your brand uniquely valuable
 Why scrappy guest research often beats big budgets
 How to balance data with real world observation
 The importance of timing and context in guest communication
 Why simple brand guidelines outperform complex ones
 How to improve guest experience by doing the next right thing
Thanks, Jessica!
Links:
https://www.linkedin.com/in/jessicacausse/
https://www.linkedin.com/company/bagel-brands/

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Zack Oates sits down with Steven Droulis, owner of Resto Vivaldi in Montreal, to explore how a family restaurant built an enormous online following while staying authentic to its roots. With hundreds of videos and hundreds of millions of views across YouTube, Instagram, and TikTok, Steven shares how consistency, authenticity, and educational content helped his restaurant break through on social media.
They discuss how content creation impacts restaurant traffic, why teaching viewers through recipes creates stronger engagement, and how operators can build trust both online and in the dining room. Steven also explains how value, consistency, and friendly service remain the foundation of a great guest experience.
Zack and Steven discuss:
 How authentic content drives massive social media growth
 Why teaching through food videos builds loyal audiences
 The impact of social media on restaurant traffic
 Why classic dishes outperform overly complicated food
 How value, consistency, and friendly service shape the guest experience
Thanks, Steven!
Links:
https://www.instagram.com/restovivaldi/
https://restovivaldi.com/en/

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Zack Oates sits down with Chris Gannon, founder and CEO of Bolay, to discuss what it takes to build a restaurant brand that lasts. After more than a decade in business and over 20 locations, Chris shares lessons from navigating growth, challenges, and maintaining a strong culture.
They explore how guest experience is shaped through small moments, why hiring the right people is critical, and how recognition and celebration drive team performance. Chris also explains how consistency, gratitude, and attention to detail help create lasting connections with guests.
Zack and Chris discuss:
 How Bolay built a strong culture over 10 years
 Why recognition is key to team performance
 The role of hiring in guest experience
 How small details shape the customer journey
 Why consistency drives long term success
Thanks, Chris!
Links:
https://www.linkedin.com/in/chris-gannon-82b106190/
https://www.linkedin.com/company/bolayrestaurant/about/
https://www.bolay.com/

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Zack Oates sits down with Danielle Mahon, founder and CEO of Topsail Steamer, to discuss how a simple seafood steam pot concept turned into a fast growing franchise brand. Danielle shares the origin story behind the idea, how she transitioned from corporate America into entrepreneurship, and what she learned while building a new restaurant category.
They explore the decision to grow through franchising, the experience of pitching on Shark Tank, and how national exposure helped accelerate brand awareness. Danielle also discusses the role of Goldbelly in expanding the brand beyond its coastal markets and why guest experience ultimately comes down to how customers feel during every interaction.
Zack and Danielle discuss:
 How Topsail Steamer created a new restaurant category
 The decision to grow through franchising
 What it takes to pitch a restaurant brand on Shark Tank
 How Goldbelly expanded the brand nationally
 Why guest experience starts before the first bite
Thanks, Danielle!
Links:
https://www.linkedin.com/in/daniellemahon-961b4a11/
https://www.linkedin.com/company/topsailsteamer/
https://topsailsteamer.com/

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Zack Oates sits down with Kyle and Maggie Gordon, founders of Dillas Quesadillas, to discuss how they built a fast growing restaurant brand rooted in operational excellence and consistency. From bootstrapping their first location in Dallas to expanding to multiple locations across Texas, the Gordons share lessons from more than a decade in the business.
They explain how focusing on execution, attention to detail, and a strong team culture helps create a reliable guest experience. The conversation also explores what it takes to run a restaurant business as a married couple and why persistence is essential in the restaurant industry.
Zack and Kyle and Maggie discuss:
 Bootstrapping and launching their first Dillas location
 Why consistency matters more than experience
 The importance of operational discipline
 Building a brand through trust and details
 Using guest feedback to improve performance
Thanks, Kyle and Maggie!
Links:
https://www.linkedin.com/in/kyle-gordon-7a1ab852/
https://www.linkedin.com/in/maggiemcgordon/
https://www.linkedin.com/company/dillas-quesadillas/
https://dillas.com/