Episode 11 | 06/19/25

Episode Overview

From viral review stories and haiku responses to brand voice libraries and the power of AI, this conversation is packed with insights every restaurant leader needs to hear.

In this Lessons from the Field episode, Katie Garcia (Founder) and Susie Ragland (CMO) of Gather Media explore the ROI of responding to guests, the operational impact of listening to feedback, and why your star rating might be your most underutilized sales lever.

Key Takeaways:

[Insight #1] – Start small, but start

• A 20-response library is better than none. Review management is a marathon, not a sprint.

[Insight #2] – Don’t ignore the weird ones

• Even bizarre reviews can reveal trends—or drive loyalty with the right response.

[Insight #3] – Brand voice matters online

• Guests want to feel your personality in how you respond. (Yes, even through a haiku.)

[Insight #4] – Routing is everything

• Feedback should reach ops, legal, and even franchisees to be truly actionable.

[Insight #5] – AI is a tool, not a replacement

• Human-led, brand-driven responses still win hearts (and five-star ratings).

Mentioned in the Episode:

• Best Practices Award (BPA)
• Operationalizing Guest Feedback—and Why It All Starts with Caring:
  Insights from Torchy’s Tacos
• Gather Media
• GuestXM

Episode 10 | 04/17/25

Episode Overview

Employee turnover remains one of the biggest challenges in the restaurant industry—but how can you use data to manage it more effectively?

In this Lessons from the Field episode, Jenilee Childs (VP of HR) and Darcy Dees (Director, HRIS & People Analytics) of Noodles & Company share how their team leverages benchmarking data to support operators with actionable insights.

Key Takeaways:

[Insight #1] – Utilizing Data to Understand Employee Turnover

• Noodles & Company likely analyzes employee turnover rates across different locations and roles to identify patterns and root causes. This data-driven approach helps in developing targeted strategies to improve retention.

[Insight #2] – Enhancing Training Programs Through Performance Metrics

• By tracking performance metrics, the company can assess the effectiveness of training programs. Insights gained enable the refinement of training content and methods to better equip employees for success.

[Insight #3] – Implementing Predictive Analytics for Staffing Needs

• Predictive analytics may be used to forecast staffing requirements based on historical data and trends. This ensures optimal staffing levels, reducing employee burnout and improving customer service.​

[Insight #4] – Personalizing Employee Engagement Initiatives

• Data collected from employee feedback and performance reviews can inform personalized engagement strategies. Tailored initiatives contribute to higher job satisfaction and retention rates.​

[Insight #5] – Aligning Operational Goals with Employee Performance

• By aligning individual performance metrics with broader operational goals, Noodles & Company ensures that employees understand their impact on the company's success, fostering a sense of purpose and motivation.

How Torchy’s Tacos Uses Guest Feedback to Drive Hospitality & Growth
Episode 9 | 04/03/25

Episode Overview
How does Torchy’s Tacos balance its bold, unconventional brand with exceptional hospitality? In this episode of Lessons from the Field, they will share how guest sentiment data shapes service strategy, operational decisions, and brand growth.

Key Takeaways:

[Insight #1] – Authenticity Is Core to Brand Identity

• Torchy’s brand edginess and appeal are rooted in the Team members chosen to represent their brand. Building a team with genuine care for others, and this honesty is reflected in the guest experience.

[Insight #2] – Guest Feedback Is Treated as a Relationship, Not Just a Review

• Torchy’s philosophy is that if a guest reaches out, they owe them a response—no exceptions. Whether it's praise or a complaint, every piece of feedback is acknowledged and responded to.

[Insight #3] – Operationalizing Feedback = Root Cause Discovery

• By reviewing guest reviews, the customer journey, and the UI layout, they discover actionable items to improve guest satisfaction immediately.

[Insight #4] – Empowered Teams + HQ Support = Unified Success

• Managing partners (GMs) have full access to guest data and are empowered to act, while the guest relations team offers backup and handles direct communications

[Insight #5] – Care and Commitment Over Scores

• One of the most powerful messages: "Do you really care?" If not, you're in the wrong role. If yes, then act like it. Torchy’s doesn’t chase metrics—they chase behavior change. While metrics like star ratings matter, it’s the open-ended guest feedback that drives the real insights and actions.

Mentioned in the Episode:

• Workforce Intelligence
• GuestXM