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.

Join Rachel Smalling and Susan on the Restaurant Talk podcast by Save Fry Oil as they delve into the realities of running small businesses, from managing customer expectations to the intricacies of partnerships. Rachel is the owner of 1854 Cocktail Bar & Lounge (a Cookeville TN Speak easy), a Dale Hollow Tn fishing lodge, and an Inn on Dale Hollow Lake, TN as well. Discover how they balance personal and professional lives, the importance of setting boundaries, and the value of hiring based on character over experience.

Key Takeaways:

The impact of customer reviews and how to handle them. Differences in managing motels versus restaurants. The importance of clear communication in partnerships. Strategies for hiring and retaining the right team. Balancing work-life dynamics in the hospitality industry.

Join Kieron Bailey on the Restaurant Talk Podcast as he sits down with David Burton, a seasoned hospitality professional with over 20 years at Hard Rock Cafe. From Cardiff to Amsterdam, David shares his experiences, the challenges of kitchen life, and the camaraderie that makes the restaurant industry unique. Discover the stories behind the scenes, the evolution of kitchen technology, and the unforgettable memories from Hyde Park Calling.

Key Highlights:

David's journey from Cardiff to Amsterdam The impact of consistent training in hospitality Memorable experiences at Hyde Park Calling Innovations in kitchen technology The importance of music in the kitchen

Join us on the Restaurant Talk by Save Fry Oil as we dive into the inspiring journey of Jae Lee, a visionary chef and restaurateur who has successfully opened multiple restaurant locations. Discover how Jae's passion for Korean-American cuisine and his relentless drive have fueled his expansion from New York to Boston.

Key Highlights:

Jae's early beginnings and the inspiration behind his first restaurant, Nowan. The challenges and triumphs of opening three locations amidst a global pandemic. Insights into Jae's unique approach to blending Korean flavors with American classics. Jae's philosophy on leadership and maintaining a motivated team.

• Guest: https://www.instagram.com/yo.jaelee/
• Host: https://www.instagram.com/therestaurantmom/
• https://www.nowonusa.com/
• https://www.chefjaelee.com/

• Great Fountain serves Hong Kong-style fast food in Scarborough.
• Anna's parents immigrated to Canada and started the business in 2015.
• Social media has transformed their customer base and engagement.
• Anna initially wanted to pursue a design career but chose to join the family business.
• The restaurant's customer demographic has shifted to a younger audience due to social media.
• Staffing challenges are prevalent in the restaurant industry, especially for skilled positions.
• Cost management is crucial for maintaining profitability in a fluctuating economy.
• Anna aims to open a sit-down restaurant as a thank you to her parents.
• The importance of balancing customer satisfaction with cost control is emphasized.
• Anna's journey reflects the challenges and rewards of running a family business.

Hosted by Kieron Bailey on Restaurant Talk by Save Fry Oil

Jamie Henderson - Food Development Chef at Wagamama

• 18 years in hospitality, 16 years with Wagamama
• Started as line chef in Leicester, worked his way up through the ranks
• Spent time opening restaurants in the US (New York, Boston)
• Currently part of the food innovation team in London

• Started at Wagamama Leicester (High Cross) straight out of college at 18
• Originally looking for summer work, fell in love with fresh Pan-Asian cooking
• The impact of open kitchens and family meal culture
• Working alongside memorable characters like "Tom on Teppan"

• Current role in Wagamama's award-winning food development team
• Recent trips to Asia with Steve Mangleshot for menu research and cookbook development
• Focus on whole vegetables vs. processed vegan proteins
• Signature innovations: watermelon tuna, vegan squid using king oyster mushrooms

• The importance of family meal and team bonding
• Mentoring younger chefs using the "Kaizen" philosophy (getting better slowly every day)
• Real-time feedback and maintaining standards on the cook line
• How teams pull together during busy services

• Explanation of Wagamama's unique service style (no starters, fresh-cooked sides)
• KDS (Kitchen Display System) technology and its impact
• New self-filtering fryer technology and sustainability initiatives
• Managing customer expectations around the fresh-to-order model

• What keeps him motivated after 16 years with one brand
• The power of relationships with suppliers