On this episode we feature Wesley Epstein, Director of Training and Franchise Business Consultant at Eggs Up Grill, who shares how culture and hospitality fuel operational excellence across a growing restaurant franchise. Wesley explains how consistency and connection are built from day one through onboarding, digital training and ongoing franchise support to ensure every guest and team member experiences the same brand DNA at every location.

Wesley also highlights the use of Wisetail’s LMS, branded internally as Egg Yolk University, to deliver scalable, personalized training while preserving the human-first values at the core of the brand.

Key Takeaways:

(02:05) A strong first-day experience helps set expectations, ease uncertainty and introduce new team members to workplace culture.

(05:12) Digital platforms enhance traditional training by reinforcing values and standards through consistent, accessible content.

(06:59) Adapting training methods to different learning styles supports better knowledge retention and overall employee performance.

(09:29) Guest feedback provides valuable insights that can shape coaching conversations and reinforce what’s working well.

(11:25) Recognizing all staff roles for their contributions, even when not publicly acknowledged, builds a sense of inclusion and appreciation.

(13:16) Welcoming new leaders from outside the industry creates opportunities to shape habits and instill values from the start.

(15:30) Clear communication channels and structured peer groups help maintain consistency and alignment as organizations grow.

(16:58) Regular forums for knowledge-sharing allow teams to exchange practical strategies and promote operational excellence.

(18:00) Feedback loops between leadership and staff can drive innovation and continuous improvement in systems and workflows.

Resources Mentioned:

Wesley Epstein

https://www.linkedin.com/in/waepstein/

Eggs Up Grill | LinkedIn

https://www.linkedin.com/company/eggs-up-grill/

Eggs Up Grill | Website

https://www.eggsupgrill.com/

Wisetail | Website

https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

Restaurant Franchising and Innovation Summit

https://franchisinginnovation.com/

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