In this episode of Restaurant Talk, host Kieron Bailey speaks with Chris Heffernan, CEO of dlivrd Technologies, a last-mile delivery tech solution company. They discuss how restaurants can streamline their off-premise operations through integrated technology, the importance of honest metrics over vanity numbers, and the power of people-first business practices. Chris shares insights on scaling from mom-and-pop operations to enterprise brands, the philosophy behind strategic partnerships, and why authentic company culture matters more than perks.

The conversation also explores the balance between automation and humanization, the real success rate of deliveries beyond industry hype, and how personal branding helps tech leaders connect with the restaurant community.

Takeaways

• Why integrated tech is worth more than the sum of its parts.
• The unexpected interview question that reveals true partnership potential.
• How automation actually buys you more time with people that matter.
• Why operators' gut instinct about prep times is probably wrong.
• The uncomfortable truth about industry success metrics that everyone ignores.
• One customer service move that turns complaints into loyalty.
• What delivery drivers really need from leadership.
• The problem with company culture and what to do instead.
• Why certain restaurant types thrive on delivery platforms.
• How a CEO's personal brand makes a tech company feel human.

This episode is sponsored by Save Fry Oil — cutting fry oil costs up to 50% while making food crispier. No power, no chemicals. Get your free cost savings estimate.

Welcome to a special intro episode where your three hosts finally meet! Kieron Bailey from the UK, Chrissy Symeonakis from Australia, and Susan Tung from Canada get together across three time zones to share the stories behind their love affair with hospitality.

This is the conversation you'd have over drinks after a long shift. The hosts talk about the weirdest things they've seen customers order, their go-to comfort foods (hello, McDonald's and dirty kebabs), and those pet peeves that every hospitality pro understands. They open up about how they got into the industry, often by accident, and share food memories that still bring them joy years later.

If you've ever wondered who's behind Restaurant Talk and why they're so passionate about sharing stories from the industry, this episode gives you a front-row seat to their world. It's funny, it's real, and it's a reminder of why hospitality is about so much more than just serving food.

Restaurant Talk is brought to you by Save Fry Oil with Frylow - because nobody wants to talk about fryer oil until they see their invoice.

• The mysterious woman ordering poached chicken and boiled eggs every morning
• A customer who cried over missing tripe
• The guy who complained about the same dish for months

• Why McDonald's becomes essential after a brutal shift
• The secret language that scores free kebabs at 4 AM
• When melted cheese is the only answer

• Rebelling against the family restaurant... then coming back
• The work experience swap that changed a life
• That moment when hospitality chose them

• The systems that buy back your freedom
• Being there for people's best days (not their worst)
• When a single taste takes you back decades

• The numbers no one teaches you (but should)
• Why cheap shoes will haunt you forever
• Document the madness while you can

• (00:00:00) - Restaurant Talk: Week 3
• (00:00:30) - Restaurant Talks
• (00:01:37) - The Woman Who Order The Same Breakfast Every Day
• (00:02:43) - The Strangest Situation
• (00:03:58) - The 'Wagamama Guy'
• (00:05:54) - Comfort Food
• (00:08:35) - 7 Types Of People You Don't Like
• (00:11:48) - Recurring Trauma Bonds
• (00:12:28) - What Did You Want To Do When You Were Growing Up?
• (00:16:10) - Kieran on Becoming A Librarian
• (00:18:48) - First porters into the hospitality industry
• (00:23:51) - How to get your foot in the hospitality door
• (00:28:53) - The Importance Of Dad's Advice
• (00:31:55) - The First Time I Realised The Feeling Of Hospitality
• (00:33:32) - Working for Your Parents
• (00:38:17) - Food on the Air
• (00:41:27) - Experiencing Australia
• (00:45:26) - The Unreasonable Hospitality Summit in Nashville
• (00:50:26) - What Excites You Most About Hosting Restaurant Talk
• (00:51:39) - The Escape From Australia: Stories from the Industry
• (00:56:42) - Jimmy Kimmel On Day 1 Advice For Restaurants

Join Kieron Bailey as he sits down with Jim Harris of Western Computer, a seasoned expert in food and beverage software, to explore the evolving role of technology in the hospitality industry. From the impact of smartphones to the rise of AI and robotics, Jim shares insights on how technology is reshaping customer expectations and business operations.

Key Topics:

The transformation of technology in hospitality over the past 25 years. Building trust with operators through technology. The role of AI and robotics in enhancing customer experience. The importance of seamless tech integration in business operations. Future trends in technology and their potential impact on the industry.