On today’s episode of The QSR Experience Show, Bobby speaks with Dawn Nielsen, COO at Kolache Factory, a bakery and cafe serving Eastern European pastry. They discuss how operations have evolved over the past 40 years, what technology they’re using to streamline the customer experience, and why consistency across locations begins with communication. They also talk about strategies to increase employee satisfaction, how they’re improving their menu, and what the future of QSRs will look like.
Topics discussed:
- How Kolache Factory has evolved its operations and technology from the 1980s.
- Why creating consistent customer experiences across locations begins with frequent and timely communication.
- The technology they’re leveraging to handle backend management and provide seamless payment experiences to customers.
- How they’re evolving their menu to be “bold and unique.”
- The strategies they use to increase employee satisfaction, including gamification, flexible schedules, and holiday bonuses.
- Advice for QSR owners and franchisees to rely on others and not do it all alone.
- What the future of the restaurant industry may look like in terms of footprint, focus, and equipment.
Guest Quotes:
“In the ’80s, things were so simple. You just put out a print coupon and people came in the door. You didn’t have to worry about any technology, really. But now we deal with changing technology by the day, by the moment. So advertising and marketing has changed, employees have changed, the amount of permits and things you have to go through to open have changed. The expense involved. The whole landscape is different.”
“I’ve worked really hard in making sure that we’re providing the proper communication. … The most important thing is that we’re providing that to them in enough time to be prepared for new promotions or new technologies that we’re unveiling.”
“You have to be pliable when it comes to the new workforce. We used to say, if you can’t work weekends, you’re not hired. And now we really have to look at that and say, well, we need to readjust.”
“You cannot do it all. The social media, the technology part — you really need to get partnered with some mentors or some partnerships that can provide that expertise for you, because it’s overwhelming.”
“One of the biggest costs in the restaurant industry is equipment. In the future, things will be changing in regards to better equipment, cheaper equipment, and equipment that provides technology information within it.”
Get in touch with Dawn Nielsen:
LinkedIn
Website
Get in touch with Bobby Marhamat:
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