Corner Booth Podcast

Episode 56: Frank Brusco

After experiencing poor service at his favorite neighborhood Italian restaurant, Patricia’s of Holmdel, Frank wanted a word with the owner. Fast forward, a potential guest complaint led to Frank buying the restaurant. What he lacked in restaurant experience, Frank made up with his client-service acumen as a printer. 

 

And it worked. "I look at everything from the customer point of view, which properly places emphasis on the need to take care of people," says Frank, adding, "I select friendly people and train every staff member to refer to all guests as if they were family."

 

His commitment to personal service worked so well that it led to seven successive years of revenue increase. In the wake of his success, he expanded the restaurant. Moreover, the success of Patricia’s of Holmdel spurred Frank to develop a breakfast-lunch concept in a space across the street. The concept, Over Easy, has been operating for less than four years and has expanded into two additional New Jersey locations. 

 

Wait, there’s more. Frank’s latest development is a 6,000 sq. ft. full-service Italian steakhouse and bar. Named Gabriella’s, it has become one of the hottest new restaurants in New Jersey and recently added a private dining room to serve events and meetings.

 

Frank, a former printer, believes that the best marketing is done within the four walls of his restaurants. And as long as his team continues to put the guest first, he will believe he can build a successful neighborhood restaurant group for a long time to come.

Episode 55: Mike Sebazco

Meet Mike Sebazco, president of Famous Toastery. His recent appointment to the helm of this 28-unit breakfast-lunch concept crowns a long and successful industry career, including roles at Don Pablo’s, Mimi’s Cafe, and Moohyah’s burgers.

In this episode, Mike discusses the challenges of leading a busy made-from-scratch-menu concept with locations throughout North Carolina, South Carolina, and Virginia. Famous Toastery is a full-service concept, with take-out and delivery. Unit seating capacity varies from 70 to over 200.

"Staying hospitality focused while expanding the concept is priority number one," says Mike, adding, “we look at growth differently than most restaurant groups. We duplicate rather than simply expand.” 

The business’s franchising model requires rigorous franchisee selection and more than 800 hours of management training. At Famous Toastery, every staff member is involved in guest service and shares in the tips. Says Mike, this service model fosters a fun team atmosphere that results in a better guest experience.

 

As an industry veteran and now chief of Famous Toastery, Mike is ever-seeking incremental improvement. This includes enhancing field support for the units, perfecting the business’s supplier relationships, and pausing expansion just long enough to further refine systems and procedures.

Episode 54: Chris Baggott

Like many others, Cluster Truck’s Founder Chris Baggott was quick to recognize the growth opportunities in delivery-based restaurant concepts. Unlike many others, however, he was able to apply his experience and success as a successful software developer and entrepreneur to overcome its challenges.

Cluster Truck is a multi-unit, delivery-only, casual restaurant concept that offers a breakfast, lunch, and dinner menu delivered within specified limited areas by carefully selected and trained professional drivers. "We call it delivery with dignity," says Chris, explaining, "because if delivery doesn’t work for the customer and the drivers, it doesn’t work at all." 

Much of the business’s success hinges on the company’s strategic location of food preparation facilities and limited delivery range, allowing drivers to make faster and more deliveries per hour. Given Chris’s background, it should be no surprise that Cluster Truck’s critical success factor (in addition to crave-worthy menu items) is the software he developed. 

His Empower^SM platform program seamlessly coordinates the process from the point of order to the point of delivery. Yet, it isn’t exactly a "secret sauce". Chris also makes Empower available to other restaurant operators, as part of his business model.

Restaurant industry observers like to call modern food delivery the "Amazonization" of the restaurant business. With five units in operation and several more on the way, Chris says, "Amazon customers are typically happy, but our delivery customers are very happy because at Cluster Truck our objective is to exceed their expectations."

Episode 53: Erika Polmar

Erika Polmar is the executive director of the Independent Restaurant Coalition.

“Remember when we were told the pandemic was expected to last 8 to 12 weeks?” she asks. "Well, it lasted much longer,” she says, adding, "and many independent operators are still recovering from the negative impact it had on their restaurant businesses.”

The Independent Restaurant Coalition soon formed in the midst of the pandemic. Since founded in 2020, its membership has swelled from a few hundred restaurant owners and operators to more than 150,000 today

In this episode of Corner Booth, Erika explains how she went from a volunteer to the association’s charter Executive Director. She covers the myriad issues the Coalition is addressing to help beleaguered restaurateurs.

“Most members are still financially stressed because only a third of all applicants received available government funding,” says Erika. “In addition to working through recent supply interruption, increased operating costs, and a tight labor market, many coalition members seem to need direction and assistance.”

In this episode, you’ll learn how the association is working to educate its members on the industry’s changing compensation and benefits requirements, as well as working with insurance companies to offer more and better programs for the small restaurant operator. Erika feels the virtual panel discussions offered to IRC members helps them share their knowledge with their industry peers.

As you would expect, a great deal of the association’s efforts are educating legislators and policymakers. “We have immigration policies and farm bills facing the legislature to work on,” says Erika. “We must continue to educate policymakers about the tight margins and other operating challenges facing today’s independent restaurant operator.”

Episode 52: Larry Ryback

When CEO Larry Ryback joined Jim ‘N Nick's BBQ he says, “I saw no freezers, no microwaves and all recipes made from scratch daily.” Quality matters if growth is your objective.

 

The first Jim ‘N Nicks opened in Birmingham, Alabama 17 years ago. Since then, the concept has steadily grown to become a successful 40-unit regional brand in Tennessee, Georgia, Florida, and North and South Carolina.

 

In this episode, Larry shares his tips and views on sustainable restaurant expansion, based on a "people first" culture that fosters growth. Aggressively opening new units and chasing investors are not the answers, says Larry, explaining that the key to winning is sourcing, recruiting, and training teams to execute the concept’s quality mission. “We hire for attitude and train for function.”

 

Like many concepts, Jim ‘N Nicks offers robust off-premises service and third-party delivery. Within the four walls, Jim ‘N Nicks provides a fast-casual experience upgraded with attention to personalized service, including food runners to deliver meals, bus tables, and provide drink refills. The concept also offers a full bar with a wide selection of craft beers.  

 

At the helm of a successful and growing multiunit concept, Larry shares insightful commentary and advice on menu management, product cost, inventory control, and community marketing. Listen in and learn.

Episode 51: Ricardo Molina

Ricardo Molina was born into the restaurant business.  The original family restaurant was started by his grandparents in 1941. Today, he and his brothers Raul and Roberto operate three Molina’s Cantina locations, celebrating more than 80 years of success. The concept is a model for a family-owned business that prospers when everyone finds and carries out their area of expertise. "We contribute by overlapping and not competing," says Ricardo.

 

Ricardo praises his parents for the life lessons and work ethic he developed helping out in the business in his early teens. "My father reminded us that we may operate restaurants, but we manage people," says Ricardo.

 

In this episode, we learn how traditional family recipes and business practices formed the foundation of a restaurant concept that is recognized as a market leader. Molina’s Cantina continues to serve its popular traditional favorites, while also offering grilled specialties and fresh seasonal items. "We have always been committed to high quality and service standards, and I believe that impacts positively on our management and staff," says Ricardo.

 

"Today’s challenges are a little easier to overcome when you have longtime staff and purveyor relationships," says Ricardo, adding that he believes positive relationships with staff foster better relationships with guests and, in turn, drives loyalty and repeat business. And we believe he is right.

 

Episode 50: Sherman Yeung

As an intern at the James Beard Award-winning restaurant Oxheart in Houston, Sherman Yeung honed his Asian cuisine culinary skills, while he imagined his future as an owner and operator. He considered launching from scratch a counter-service Japanese concept, but fate and opportunity led him in another direction. Join us in this episode, as we explore purchasing an existing restaurant as a startup business strategy.

 

"I thought there would be advantages to buying an operating restaurant, in a good location, with established clientele, trained staff and systems," says Sherman, owner of celebrated Asian concepts Tobiuo Sushi and Bar and Money Cat, both in Houston.

 

As a young multi-unit owner and operator, Yeung does not want quality of life to take a back seat to the business success he is enjoying. "The work-life relationship is very important to me and my management team," says Sherman, adding, "I look forward to creating a restaurant company that values the balance of work, family and community."

Episode 49: Terry Muckenfuss

Veteran operator Terry Muckenfuss began his education in concept development while planning his own concept in his hometown of New Braunfels, Texas. A graduate of the Hospitality & Tourism Management program at the University of North Carolina, Greensboro, he already had significant industry experience. That includes a successful career with Golden Corral, headquartered in the Tarheel State, where he also found inspiration for his startup.

 

"Hops Burger Bar in Greensboro, North Carolina provided the inspiration for the restaurant I wanted to create," says Terry. He brought that vision to Texas and found a unique location next to a historic boutique hotel to realize it. He hired menu consultant Christina Fuller to help develop the concept's point of difference.

 

In this episode we learn how Terry took his plan from idea to reality to open Muck N’ Fuss Craft Beer & Burger Bar in 2018. Offering fresh, never-frozen ground beef, quality local ingredients, homemade beer-battered onion rings, and 30 craft beer selections on tap, Muck N’ Fuss quickly became a local favorite.

 

A student of Malcolm Baldrige award recipient "Pals Sudden Service" and its total quality management culture, Terry explains why staff development is Job One. "After four years of running a successful operation, I continue to rely on my people because no single person has all the answers," says Terry.

 

Terry also explains how a commitment to incremental improvement motivates his team to continuously improve the guest experience and earn repeat patronage.

 

This is how you win in the independent restaurant business. Tune in and take notes.

Episode 48: Kyle Mylius

Kyle Mylius fell in love with the restaurant business while working as a corporate service trainer. "I may have been a terrible college student, but I was wonderful at working with people,” he says, adding, “I enjoyed hospitality right away because it required teaching and serving." He went on to manage an independent coffeehouse and help its owners expand the concept with two additional units. At that point, Kyle knew restaurant ownership was to be his future.

Learn how Kyle, in 2005 armed with only $10,000 and ambition, took over the basement of a beautiful historic building in downtown New Braunfels, Texas, with his business partner. There they created the Root Cellar, a casual café furnished with items collected at garage sales, displaying artwork by local artists, and featuring live entertainment by local musicians. Kyle describes the seasonal menu as "American favorites with a twist." 

After 17 years in business, Root Cellar continues to enjoy a strong connection with the community and led the way to the development of two other successful concepts - Tin Top Burgers and Rhea’s Ice Cream, with two units.

Today, says Kyle, "I see my role as providing support to the units. Providing growth for key staff is critical for expansion in today’s market and allowing a sense of ownership among management helps them better focus on the business.”

With Tin Top Burgers and two Rhea’s Ice Cream parlors operating in the same locale as Root Cellar, Kyle set his sights on expanding into the neighboring community of Gruene, Texas. In 2018, he opened the Gruene Grove bar, along with a third Rhea’s Ice Cream. His future includes plans for continued business growth in the markets he knows. 

Says Kyle: “Community matters. Not everything may work everywhere, so I recommend you stay where you are known and accepted."

Episode 47: George Joseph

George Joseph learned the importance of good hospitality from his days as the owner of a Drug and Alcohol rehabilitation business. This lesson served him well when in 2014 he found himself with the task of taking over Common Bond, a single-unit bakery café he had invested in. The popular bakery received critical acclaim but was difficult to operate and not financially successful.

 

Join us as George shares his story of a company restructure, commissary kitchen development, corporate team building and expansion to the current 12 units with 2 more under development. Common Bond presents an updated version of the European neighborhood bakery coffeehouse offering an equal amount of savory and sweet items, coffee, and sandwiches.

 

In this episode, we learn how Common Bond developed and successfully operates multiple versions of the brand. The "Bistro" concept is their counter service bakery/café, the "Brasserie" offers full-service evening service while the "On the Go" is the smaller, limited menu drive-thru version.

 

"Multiple presentations of our concept doesn't create any additional difficulty, instead it provides us greater opportunities for expansion," says George. "The runway of core menu offerings, color scheme and certain design elements are consistent in all variations.”

 

George's simple 3 steps of service teach his philosophy of Greet, Engage and Serve! This people-first approach to hospitality has resulted in a positive work environment full of motivated staff and satisfied guests.