In this episode, Max Sheets, Founder & CEO of Chick N Max, peels back the curtain on melding cutting-edge data analytics and AI with the indispensable art of site visits to pinpoint the perfect spot for a thriving restaurant. Whether it’s the buzz in the kitchen or the welcome at the door, Max reveals how a deep understanding of the local market’s heartbeat is what truly sets a restaurant apart.

Zack and Max also discuss the importance of your people, the differences between hospitality now and 50 years ago, and much more.

Here are some highlights:

What is the most important aspect of the guest experience nowadays?

“Well, it’s all about selecting, hiring, training your people, because we get all of our results by and through our people period. End of conversation. You can have the best concept in the world, but if you don’t have the right people executing from the back of the house to the front of the house, it doesn’t work.

It always boils down to people. You can have the best technology in the world, we still want to have people. I personally think that the consumer still wants someone there to greet them, serve them, thank them and create that experience of hospitality and with that experience of hospitality then they will come back.“

Who in the restaurant industry deserves an ovation?

“George McKerrow, absolutely George McKerrow. He deserves an ovation. He’s the founder of Longhorn Steakhouse. He’s legendary in the industry. I’m gonna shout out right now and say listen, everybody on here that hears this needs to advocate for George getting a gold chain award. He deserves it. He is just an incredible human being putting people first.”