Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates – Details, episodes & analysis

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Carl Orsbourn of Invisible joins Zack Oates to unpack what AI really means for restaurant operators and guest experience. Rather than chasing hype, Carl explains how AI can be used practically to support teams, reduce friction, and create better outcomes for both guests and employees.

Zack and Carl discuss:

•  Why AI should support people instead of replacing them
•  How operators can use AI to remove busywork from teams
•  Where AI can improve consistency and execution
•  What restaurant leaders often misunderstand about automation
•  How thoughtful AI adoption can elevate the guest experience

Thanks, Carl!

Links:
https://www.linkedin.com/in/carlorsbourn/
https://www.linkedin.com/company/invisible-technologies-inc-/about/
https://invisibletech.ai/

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Brian Fauver, Partner at Hargett Hunter Capital Management, joins Zack Oates to share how investors evaluate restaurant brands through the lens of guest experience. With nearly two decades of experience investing in hospitality, Brian explains why authenticity, hospitality, and emotional connection matter just as much as unit economics when building brands that last.

Zack and Brian discuss:

•  Why restaurants create powerful guest loyalty
•  What investors look for beyond unit economics
•  The difference between service and true hospitality
•  Why authenticity cannot be manufactured
•  How guest feedback protects brand trust as concepts scale

Thanks, Brian!

Links:
https://www.linkedin.com/in/brian-fauver-1639471/
https://www.linkedin.com/company/hargett-hunter/about/
https://hargetthunter.com/

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Zack sits down with Melissa Richards-Person of Third Arm Consulting to unpack brand DNA and why it is the root of lasting guest experience. From Papa John’s transformation to creating signature moments guests remember, Melissa shares how clear voice, authentic behavior, and fast service recovery turn problems into loyalty. Zack and Melissa discuss brand DNA, founder led brands, garlic sauce lessons, the peak end rule, and how real time feedback can coach teams while winning back guests. Practical, specific, and immediately usable.

 Zack and Melissa discuss: 

•  Authenticity and brand DNA
•  Founder-led brand evolution
•  The power of small gestures like garlic sauce
•  Behavioral science behind peak and end moments
•  How feedback turns into training opportunities
•  Why clarity in tone beats friendliness every time 

Thanks, Melissa!

Links:
https://www.linkedin.com/in/melissa-richards-person-3rdarm/
https://www.linkedin.com/company/third-arm-consulting/
https://www.getathirdarm.com/

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In this episode of Give an Ovation, we sit down with Patrick Ewers, CEO and founder of MindMaven, an executive coaching firm that has transformed leaders from top companies like Reddit, Roblox, and Sequoia Capital. Patrick shares his insights on the importance of investing in relationships, leveraging time efficiently, and the powerful role of engagement managers. Tune in to learn how to enhance your guest experience and build stronger connections with your team and customers.

Thanks, Patrick!

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In this episode of Give an Ovation, we turn the mic around to interview Joe Guszkowski, a Senior Editor at Restaurant Business covering technology and casual-dining chains. He also hosts RB Daily, a restaurant news podcast.

Joe shares his unique insights on the current state of the restaurant industry, highlighting the challenges and opportunities faced by operators today. We dive into the importance of staffing, how efficiency can be a game-changer, and practical tactics for enhancing the guest experience. Tune in to hear from someone who not only reports on the industry but helps shape it with informed perspectives and actionable advice.

Thanks, Joe!

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In this episode of Give an Ovation, host Zack Oates sits down with Darden Coors, the CEO of Salad Collective. With over a decade of experience, Darden has been a driving force behind better-for-you fast-casual brands like Mad Greens, Snappy Salads, and Tokyo Joe's. As a fifth-generation Coors and a former lawyer, Darden shares her unique insights on building a successful restaurant brand, the importance of guest experience, and how to balance cautious legal strategies with entrepreneurial spirit.

Thanks, Darden!

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Note: This episode was recorded before the recent passing of Solomon Choi. He was a dear friend to Zack and the Ovation team, and though we are saddened and shocked by his passing, we were grateful to share this conversation with him. Our thoughts and prayers go out to his family.

In this episode of Give an Ovation, Zack Oates sits down with the remarkable Solomon Choi, founder of 16 Handles and CEO of Jabba Brands. Solomon shares his journey of building and scaling 16 Handles, insights on the importance of customer obsession, and innovative strategies like the Oatly partnership that revitalized his brand during the pandemic. This episode is a tribute to Solomon's enduring legacy his invaluable contributions to the restaurant industry, and his bright mind.

Today's Ovation goes to you, Solomon!

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In this special episode of Give an Ovation, host Zack Oates chats with Andrew Smith, Managing Director and Co-Founder of the Savory Fund. Andrew shares invaluable insights into building a successful team, the importance of decisive action, and the current state of the restaurant industry. Tune in to learn how Andrew and his team have navigated turbulent times and emerged stronger than ever. From personal anecdotes to professional strategies, this episode is packed with wisdom and practical advice for anyone in the restaurant business.

Thanks, Andrew!

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Today, we're thrilled to welcome Tom Gordon, CEO of Slim Chickens. With nearly 22 years at the helm, Tom has been instrumental in transforming Slim Chickens into a beloved brand known for its innovative LTOs and consistently delicious offerings. We discuss how Tom balances staying true to the core menu while continuously introducing exciting new options. He shares his philosophy on creating a frictionless guest experience, from the moment customers drive onto the lot to the time they leave.

Thanks, Tom!

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In this Crispy episode of "Give an Ovation," Zack Oates sits down with Jeremy Carlson, founder and CEO of Crispy Cones, to talk about the rollercoaster journey from starting a business to appearing on Shark Tank and beyond. Jeremy shares the highs and lows of building his brand, the importance of guest experience, and the innovative strategies that have helped Crispy Cones thrive. Tune in to hear firsthand insights from an entrepreneur who went from the tank to the bank, landing a deal with Barbara Corcoran and expanding to 50 franchise units.

Thanks, Jeremy!