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

Welcome to the WISKing It All Podcast, where host Angelo Esposito explores the world of hospitality with special guest Steve Fortunato, founder and CEO of Roomforty and The Fig House. Steve recounts his inspiring journey from a 15-year-old busboy in a hosting family to becoming a pivotal figure in the industry.

In this episode, Steve shares his innovative approach to hospitality, emphasizing genuine human connection and meticulous attention to detail. Discover his four-part framework for building meaningful client relationships and master the art of hosting in both personal and professional realms.

• You can't give value and get value at the same time.
• Attention to detail can make people feel special.
• Human connection is the essence of hospitality.
• We are moment makers, not just service providers.
• Speak the good about yourself and others.
• Honor those you serve by getting curious about them.
• Respect is earned, not just given.
• Celebrate achievements while also seeking improvement.
• The catering industry has unique challenges compared to restaurants.
• Creating memorable experiences is key to successful hospitality.
• Employee engagement is crucial and can be improved.
• Catering logistics require innovative thinking and execution.
• Virtuous hospitality is about understanding generosity.
• You can't extract value while giving value at the same time.
• Celebrating progress is essential in a culture of excellence.
• The journey in hospitality should be enjoyable and sustainable.
• Generosity should be the foundation of hospitality practices.
• Creating a culture of kindness and affirmation is vital.
• The future of hospitality lies in a host mindset.
• The urgent recovery of hospitality is necessary for industry growth.

00:00 From Family Etiquette to Restaurant Job 06:15 Attention to Detail in Dining 09:40 "Connection: The Ultimate Nourishment" 12:59 Rethinking Hospitality and Expectations 17:30 Bridging Provider-Consumer Gap 19:51 "Entrepreneurs: Stop and Reflect" 23:36 Catering Over Restaurant Venture 25:33 Scaling Catering: Quality and Logistics 30:13 Understanding Virtuous Hospitality 32:13 Ecology Over Psychology in Hosting 38:33 Reflecting on Progress and Growth 40:26 Achievement Culture's Flawed Perspective 44:31 Designs with a Hospitality Mindset 47:50 "Engage: Conversations in Hospitality"