In this conversation, Mark Mittleman, founder of Entangled Particles, shares his extensive journey in the hospitality industry, from his early days working in restaurants to becoming a successful consultant. He discusses the interconnectedness of the restaurant business, the challenges of ownership, and the importance of teamwork and relationships in creating successful dining experiences.

Mark also reflects on the lessons learned throughout his career, including navigating labor laws and the impact of economic changes on the industry. In this conversation, Mark Mittleman shares his extensive experience in the restaurant industry, discussing the complexities of tipping strategies, the journey of his consulting business, Entangled Particles, and the common pitfalls faced by new restaurant owners.

He emphasizes the importance of profitability, efficient kitchen layouts, and building trust with staff to implement operational changes successfully. Mark finally provides insights into maximizing restaurant success through technology and effective management practices.

• Entangled Particles is a hospitality consulting firm.
• Mark's journey began in the 90s following the band Fish.
• He learned the importance of teamwork in restaurants.
• Owning a restaurant comes with unexpected challenges.
• Marketing and building relationships are crucial for success.
• Labor laws differ significantly between states.
• Consulting allows for sharing valuable lessons learned.
• The restaurant industry is a team sport.
• Understanding financial metrics is essential for owners.
• Navigating economic changes is vital for sustainability. Tipping strategies can create tension among staff.
• Equity in tips is a complex issue influenced by human instinct.
• Staff turnover is a significant cost in the restaurant industry.
• Underestimating costs is a common mistake for new restaurant owners.
• Forecasting labor needs is crucial for profitability.
• Utilizing technology can enhance operational efficiency.
• Every inch of kitchen space should be optimized for workflow.
• Building trust with staff is essential for implementing changes.
• Understanding waste management can significantly impact profitability.
• Creating a positive guest experience is the ultimate goal of restaurant operations.

00:00 "90s Phish Tours to Dishwasher" 06:03 Building Seasonal Clientele on Long Island 06:52 Unexpected Move to Los Angeles 11:51 Entrepreneurial Journey Post-Meltdown 15:30 Chains of Command in Management 16:54 Balancing Profit and Family Care 21:26 Tip Pool Percentage Strategy 25:04 Culinary Expert and Consultant 28:44 Boosting Restaurant Profitability Strategies 29:20 Leveraging Technology for Efficiency 34:10 Optimizing Kitchen Layouts and Workflows 37:02 Competent Leadership and Team Buy-In 38:49 "Episode 1: Industry Insights"

In this episode, Jeremy Julian, the CRO of Custom Business Solutions, shares his extensive experience in the restaurant technology sector. He discusses the evolution of CBS, the importance of understanding unique restaurant needs, and the critical lessons learned throughout his career.

Jeremy emphasizes the significance of choosing the right POS system, the necessity of proper project resourcing, and the value of testing support services. He also introduces his podcast, Restaurant Technology Guys, aimed at providing thought leadership and insights to restaurant operators.

The conversation highlights common challenges faced in the industry and the importance of flexibility and collaboration among technology providers. Jeremy Julian and Angelo Esposito discuss the complexities of restaurant technology, focusing on gift card provider contracts, the challenges of all-in-one solutions, and the intricacies of payment processing.

• CBS started as a point of sale reseller and evolved into a software provider.
• Understanding the unique needs of each restaurant is crucial for success.
• Many restaurateurs fail to define their requirements when choosing a POS system.
• Proper resourcing is essential for successful technology implementation.
• Testing support services is vital before committing to a technology provider.
• The Restaurant Technology Guys podcast aims to share insights and best practices.
• No single solution can address all restaurant technology needs effectively.
• Flexibility in technology partnerships is key to avoiding vendor lock-in.
• Restaurant operators should be cautious of technology providers that prioritize their own data over the client's.
• Negotiating SaaS pricing and processing costs can significantly impact profitability. Gift card provider contracts can have significant hidden costs.
• All-in-one solutions may not provide the best specialized services.
• Understanding payment processing is crucial for restaurant profitability.
• Credit card fees can be embedded in monthly costs, making them less visible.
• Interchange rates vary based on card type and can affect overall costs.
• Multi-unit operators benefit from tailored POS solutions.
• Northstar POS focuses on real support and integration for restaurants.
• Discovery calls are essential for understanding client needs before demos.
• Restaurant technology should enhance operations, not complicate them.
• Flexibility in technology choices is vital for restaurant success.

00:00 "CBS: A 30-Year-Old Startup" 04:14 "Customizing Success in Restaurants" 07:08 Under-Resourced Projects Lead to Failures 09:30 Delivery Service Oversights and Challenges 13:06 "Unique Value of Technology Solutions" 18:12 "Integrated Solutions Require Specialization" 20:10 Negotiating Flexibility in Tech Contracts 22:51 Seamless Integration in Modern POS Systems 26:36 "Monetizing Mandatory Credit Card Processing" 29:29 Credit Card Costs for Restaurants 33:38 Casual Dining Tech Solutions 37:48 Tailoring Demos for Brand Success 38:45 Crafting Personalized Business Connections

In this episode, Salem Najjar, founder and CEO of SERVE Hospitality Group, shares his journey from accounting to becoming a successful multi-unit franchisee in the hospitality industry.

He discusses the importance of understanding financials, choosing the right franchise partner, and the challenges of scaling a restaurant business.

Salem emphasizes the significance of key performance indicators (KPIs) in managing restaurant operations and offers insights into navigating labor and food cost challenges. He concludes with his vision for the future of SERVE Hospitality, focusing on continuous improvement and creating a positive work culture.

• Understanding financials is crucial for business success.
• Choosing the right franchise partner is essential.
• The first restaurant is often the hardest to open.
• KPIs help in tracking business performance effectively.
• Labor and food costs are significant challenges in the industry.
• Building a strong infrastructure is key to scaling.
• Continuous improvement is vital for growth.
• Creating a positive work culture attracts talent.
• Networking and mentorship are important for growth.
• Franchising offers scalability in the hospitality sector.

00:00 From CPA to Franchise Investor 03:05 From Accounting to Franchise Ownership 07:07 Bootstrap Entrepreneur's Journey 11:17 Choosing a Standout, Proud Business 15:02 Scaling From Single to Multi-Unit 16:27 "Bamboo Tree Growth Metaphor" 19:52 Track Expenses Accurately for Success 24:12 Entrepreneurial Journey from Smoothies to Coffee 27:42 Pricing Strategy: Balancing Art and Science 30:12 Future Vision for SERVE Hospitality Group