Chris Stevenson, Founder of The Empower Group, joins Zack Oates to discuss how memorable guest experiences are built through empowerment, simplicity, and intentional service recovery. Drawing from his background in fitness, hospitality, and speaking, Chris explains why the best experiences leave people feeling better than when they arrived.

Creating Experiences People Remember (3:56)

“If nothing else, be memorable.”

Chris explains that differentiation does not come from features or amenities but from how an experience makes someone feel. Memorable moments turn into stories guests retell, which is where long-term loyalty begins.

Designing Experiences That Feel Better Than Arrival (5:38)

“We wanted people to leave feeling better than when they arrived.”

Chris shares how this mindset shaped his fitness business strategy, focusing on emotional outcomes rather than equipment or programming, and why that approach translates across hospitality industries.

Why Culture Must Start at the Top (6:02)

“The leadership has to demonstrate how important experience really is.”

Chris emphasizes that guest experience only works when leadership models the behavior they expect. Teams take cues from what leaders consistently reinforce.

Using Data to Validate Guest Experience Strategy (6:19)

“Our Net Promoter Score was 77, the highest in the industry at the time.”

Chris explains how measuring experience proved their approach was working and showed that intentional guest focus leads to real business results, not just good intentions.

Easy, Effective, and Enjoyable as a Core Framework (9:13)

“If you make the journey easy, effective, and enjoyable, you hit a home run.”

Chris outlines his three-part framework for evaluating every guest touchpoint and removing friction wherever possible.

Why Empowered Teams Win on Service Recovery (11:33)

“When people are empowered to fix things, they feel better about their jobs.”

Chris explains how empowering employees to resolve issues immediately improves engagement, loyalty, and the guest’s overall perception of the brand.

Links:

https://www.linkedin.com/in/stevensonempowers/

https://www.linkedin.com/company/theempowergroup/about/

https://www.youtube.com/@theempowergroup

Transcript

00:00:00:06 – 00:00:24:15

Zack Oates

Welcome to another edition of Give an Ovation, the Restaurant Guest Experience podcast. I’m your host, Zack Oates, and each week I chat with an industry expert to uncover their strategies and tactics to help you create a five star guest experience. This podcast is powered by ovation, the feedback and operations platform built for multi-unit restaurants. Learn what’s actually happening in your restaurant and exactly how to improve while driving revenue.

00:00:24:21 – 00:00:50:14

Zack Oates

Learn more at ovation up.com. And today we have someone on who is just. I heard him speak at Arpa, which is the something, something something amusement park. Something in Orlando. Great event. But I went to his session because it looked so awesome. And I look him up online and he had some, he’s had some incredible experiences. Chris Stevenson, the founder of the empower Group.

00:00:50:16 – 00:01:13:15

Zack Oates

He started off in the health and fitness industry. He owns Stevenson Fitness. He grew that to 2200 members and ended up selling that. Then he went on, and with his whole mentality of guest experience and customer experience. He’s a keynote speaker. He’s a workshop facilitator. He does some incredible things and a fun fact. Chris, your fun fact blew me away.

00:01:13:17 – 00:01:15:19

Zack Oates

Can you share your fun fact with us?

00:01:15:21 – 00:01:31:20

Chris Stevenson

Yeah. So, all through high school, I was a competitive martial artist and I lived in Cleveland, Ohio, and I didn’t have a typical college experience of the fun aspects of that. So I thought, you know what? I’ve done competing, I graduated, I’m going to go some more war and have fun for a few years before I start into my career.

00:01:31:23 – 00:01:49:05

Chris Stevenson

So moved out to the West Coast, got a job at Friday’s, known for their hospitality yesterday. And I was that guy, right. The suspenders, all the flair. Oh yeah. Oh yeah. Some people would say it was annoying. Some people say awesome, whatever you choose. But I still training and working out to stay in shape. And I happened to be working out with a couple other guys who worked in the stunt industry.

00:01:49:09 – 00:02:07:13

Chris Stevenson

And one day before my shift at Fridays and I had put the suspenders on, a friend called me and said, can you leave tomorrow for a year long tour of North America? And I said, I don’t know, maybe. He said, come down. We lost a performer. So I went down. I did the worst audition in history, but they were so desperate for a performer that I ended up doing stunts for the children’s show Power Rangers.

00:02:07:15 – 00:02:14:02

Chris Stevenson

So I ended up doing that for 15 years, on and off. Stunts on other movies and television shows. An incredible experience.

00:02:14:04 – 00:02:18:17

Zack Oates

Oh my gosh. Did you ever get injured or are they pretty like the stunts? Pretty tame?

00:02:18:19 – 00:02:33:12

Chris Stevenson

No, especially the live things. You got beat up pretty badly. And when I first started, I didn’t have the skills, so I got hurt even worse because there’s an art to falling in, art that I didn’t know when I started. So a lot of dropped on my head, a lot of big falls on stages and those sort of things.

00:02:33:12 – 00:02:38:11

Chris Stevenson

But you get better at it, you know, throughout the years, and it hurts a little bit less. But there’s always that chance for injury.

00:02:38:13 – 00:02:43:21

Zack Oates

Oh my gosh, wait. So did you end up what’s the live tour? I don’t even know they have that. Yeah.

00:02:43:21 – 00:03:03:00

Chris Stevenson

So this was back in I want to say like 2000 or 2001. I can’t remember if it was. Might have been Fox that owned them at the time and they did an arena show. So you know, when you see coming this weekend to Salt Lakes Center and we would they would block off half the arena, half would be like sort of a playground with bouncy houses and Spider-Man web.

00:03:03:02 – 00:03:13:19

Chris Stevenson

And then, we would do the live shows and it was incredible. And on top of that, you know, we had to do hospital visits, a lot of Make-A-Wish Foundation, which were just experiences that I will always cherish.

00:03:13:23 – 00:03:19:08

Zack Oates

Oh, that is so cool. What a great experience. And like, honestly, such a cool, fun fact.

00:03:19:10 – 00:03:35:14

Chris Stevenson

Yeah, it’s interesting. It’s I’ll tell you one thing. The first presentation I ever did was for Merrill Lynch and it was a high end. Executives was more on the exercise, fitness and wellness side and the organizers of the event knew I had done Power Rangers and they wanted to see my slide deck. So showed them the slide deck.

00:03:35:14 – 00:03:50:18

Chris Stevenson

And they’re like, where’s the Power Rangers slide? And I said, that’s embarrassing. These are high level executives. I’m not putting that in there. Like, trust us, it might be the only thing some of these people remember. And yes, to this day I’ll come across people that are like, hey, you’re the Power Ranger guy. And I’m like, yeah, did you guys look, I was in your session.

00:03:50:18 – 00:03:56:20

Chris Stevenson

I’m like, which one? They’re like, I don’t remember. Manager all right. So if nothing else, be memorable.

00:03:56:22 – 00:04:19:11

Zack Oates

Yeah, I love that. Obviously. Like, what a great take away already is like be memorable. I made a post a little while ago about the power of nostalgia, and we often think about nostalgia as being a historic thing, right? It’s like, oh man, these brands that used to be so cool, like they’ve got some nostalgia to them, but it’s like, what are we doing today to create nostalgia?

00:04:19:11 – 00:04:39:09

Zack Oates

What are we doing today so that a 93 year old woman, decades from now is going to be like, oh man, I want to eat at that restaurant? Because I remember when dot, dot, dot, you got to create those memorable things. And what is your red Power Ranger of your brand like? How do you create that memorable experience to be memorable?

00:04:39:09 – 00:04:51:06

Zack Oates

And actually, which is why I want to dive into a little bit more about what you do currently as the empower Group. Talk to us about what do you do, who do you help and why do people bring you on board?

00:04:51:08 – 00:05:10:24

Chris Stevenson

Gotcha. So you mentioned before that I started off in commercial fitness. And the thing about fitness that’s really interesting is we see people multiple times a week, right. So you have a chance three or 4 or 5 times a week to screw up experiences, to screw up relationships. So it’s one of those industries that, far too often I think people are surprised sometimes when their gym does something nice.

00:05:11:01 – 00:05:32:01

Chris Stevenson

Right? People leave gyms all the time going, I can’t believe they did that. Why? It was dirty or I couldn’t do class, or some influencer was grunting and dropping deadlifts or those sort of thing. So our mantra was always we want people to leave going. I can’t believe they did that in a great way. So we knew when we opened this club that everybody, every gym had treadmills and everyone had dumbbells and everyone had classes and trainers.

00:05:32:04 – 00:05:33:21

Chris Stevenson

So that was never going to differentiate us.

00:05:34:00 – 00:05:36:24

Zack Oates

But we do have Red Power Rangers. Correct. Talk about the.

00:05:36:24 – 00:06:02:22

Chris Stevenson

Difference, skater. That’s why I said good body language, right? Yeah. But, it was one of those things where we knew if we could create this incredible experience that people would leave feeling better than when they arrived, which was our mission statement that we could differentiate herself and be successful. So we took it very strategically. And I think with any organization in hospitality, anyone who serves customers, you got to have a culture that’s wrapped around creating a great experience, and it’s got to come from the top down.

00:06:03:02 – 00:06:19:18

Chris Stevenson

The leadership’s got to demonstrate it. It’s gotta reinforce how important this thing is. And team members need to know that that can be your true differentiator. So we did that. And then we were fortunate enough to participate in the first ever Net Promoter study for the fitness industry. Oh interesting. Yeah they did in the UK first it was the Hfea.

00:06:19:19 – 00:06:39:02

Chris Stevenson

It’s like the National Restaurant Association, but for commercial fitness and they partnered with a software company and they did the first ever Net Promoter Score study. So in that study they did the UK first. And the average Net promoter score was 22. In the US it was 40, ours was 77, literally the highest score in the industry at that time.

00:06:39:04 – 00:06:56:23

Chris Stevenson

So we knew that this strategic approach to member experience was in fact working. So when I did that, I got called actually by the hfea. At the time it went by the name Ursa, and they said, can we interview for a trade journal? Just about some best practices. And I said, sure. So I did this quick little interview and I’m like, I kind of enjoyed that educating and sharing info.

00:06:57:00 – 00:07:11:13

Chris Stevenson

And I said to them, I go, I know you have a conference. Maybe I could speak at it. And they said no. And I was like, oh, I thought I was a shoo. And they said, I mean, you can apply and if we select you. So sure enough, I applied. I eventually did get selected. And then when you speak, other people hear you speak and say, we’d like to bring you to our event.

00:07:11:13 – 00:07:32:11

Chris Stevenson

So it sort of snowballed. And at the time when we still owned and operated health clubs, people reached out after hearing me speak and they said, you consult. And I was like, sure, right. It was like consulting by accident. But as we started to get to work with other organizations and then we started to branch out outside of fitness, into indoor rock climbing, into parks and recreation, the hospitality, amusement, now, all these different industries.

00:07:32:11 – 00:07:51:10

Chris Stevenson

I’m like, I love this because not only, as you mentioned earlier, does creating a great experience. You have all the financial metrics of success, right? You have return visits, people spend more money, they write the good reviews. They were for other customers, which is crucial because we have to have those positive business outcomes. But it’s the right thing to do well.

00:07:51:10 – 00:08:17:14

Chris Stevenson

We can do things where people leave, and their family had this incredible experience that they will talk about, you know, throughout the holidays when they visit family that they want to do this restaurant. And it was so unbelievable. Or they came to this gym and it was so unbelievable or stayed at this hotel. What we do is very powerful, especially in a crazy world where things are all over the place, when we can be that bright spot, and all of us that serve people, whether they’re customers, guests, patrons, whatever you want to call them, and we can make this positive impact.

00:08:17:16 – 00:08:31:24

Chris Stevenson

We’re doing something really special. So yeah. So then at that point when we exited the owning and operating, we opened our company, which is the empower Group, and we do as you mentioned earlier, we speak at events, we do workshops and trainings, and then we do strategic advising for organizations.

00:08:32:01 – 00:08:52:02

Zack Oates

And it was just so great to hear you have such great frameworks that you were using in your sessions. And just like highly recommend people go check out Christy and check out the empower Group. Bring him in. He’s done some incredible content and as I was looking up, there was like everything he was saying, I was like, yeah, I’ve seen that in our data.

00:08:52:02 – 00:09:13:21

Zack Oates

That is 100% true. And even some of the things we’re even getting downplayed a little bit like the power of bringing back a guest is just bananas powerful. That’s just like amazing. So as you’re thinking about some of the tactics, I know you have an entire arsenal of tactics, but what are some tactics that you’ve seen that have worked to improve the guest experience?

00:09:13:22 – 00:09:32:21

Chris Stevenson

So from an overarching standpoint, I always tell people you’re getting three things easy, effective, and enjoyable no matter what sort of organization you have. Again, if it’s a restaurant or hotel, if it’s a barber shop, a salon, a gym, anybody who serves people. If you can make the whole process in the customer journey easy, effective and enjoyable, then you hit a home run.

00:09:33:00 – 00:09:48:00

Chris Stevenson

So basically any touchpoint that somebody interacts with you, what can we do to make it easy? And part of the easy too is we’re seeing technology, for example, in the restaurant industry. And I saw this years ago actually when I was doing work in the UK. But now almost every restaurant brings you the card reader. That makes it easier, right?

00:09:48:00 – 00:10:07:16

Chris Stevenson

As opposed to having to take it saves time. It’s easier, your data safer. So things like that are easy. Or when you can check in digitally for to a hotel those sorts. So it’s got to be easy. And by the way, no matter what industry you’re in, people compare you to experiences in other industries. So using Starbucks as an example, talk about easy load money on your card.

00:10:07:20 – 00:10:14:08

Chris Stevenson

Order it. Do you want to order the same thing from the same place? Here’s some fireworks because you tip like they make it so easy. People want that.

00:10:14:11 – 00:10:21:05

Zack Oates

But Chris, I’m not Starbucks. I can’t afford that app so customers aren’t comparing me to Starbucks, right?

00:10:21:11 – 00:10:39:09

Chris Stevenson

Wrong. They aren’t comparing, you know? But to be fair, for example, we do a lot of work in park and recreation, and it’s an incredible industry that does so many good things for communities. A lot of red tape, a lot of situations where the software super clunky or a registration process is terrible or they can’t get an app or the app that they have is just so inadequate.

00:10:39:11 – 00:10:54:04

Chris Stevenson

So with them, I say, well, what it’s always about, what can’t we do? It’s what can we do? So your staff being trained on how to make things more efficient, how to answer questions quickly, how to be empowered to for service recovery. So there are things from the human standpoint where if you just can’t afford an app, fine.

00:10:54:10 – 00:10:59:17

Chris Stevenson

But what can we do through our processes that we can actually have an impact app to make things easier?

00:10:59:19 – 00:11:33:13

Zack Oates

And I love that empowerment through service recovery. We’ve seen that where by giving employees the opportunity to like give someone a $510 gift card that allows them to then feel like they are contributing to making someone’s day, they’re contributing to making something right. And what’s this very interesting paradox of when you give people, when you and your verbiage empower them to make and create a great guest experience, they actually are going to be more loyal to you because they like how that feels for them.

00:11:33:15 – 00:11:51:21

Chris Stevenson

Yep, 100%. And we’re in an era where employee engagement is a huge challenge. But again, when you’re putting people in a position to make plays and make people happy, they’re more engaged when they’re empowered because staff will feel dumb if they can’t handle stuff. So if they’ve got to be like, I’ll try, let me go find somebody that already makes them feel stupid.

00:11:51:23 – 00:12:10:10

Chris Stevenson

So to your point, not only are they more engaged and loyal, they feel better about what they’re doing because they’re empowered to make these decisions. And I hear this from some people, especially owners and operators, where they like. Yeah, but were terrified. If we empower them, they’re going to give away the farm. I can tell you, with the owning and operating clubs for 20 years, I never had a team member who was empowered give away.

00:12:10:12 – 00:12:19:14

Chris Stevenson

They almost on the side of not giving away as much as you might as the owner, right to solve a problem, so it might feel like a reward they’re going to give away. They never do, they just never do.

00:12:19:17 – 00:12:39:19

Zack Oates

And the benefit is if you give someone a $5 gift card and you’re average ticket is $10 just for simple math, right, they are going to have a ticket of $17. They’re going to spend $7 more. If you give them a $5 coupon. So it’s like you’re not losing because you get the margins in the other $2 that you give up in the five.

00:12:40:00 – 00:13:03:00

Zack Oates

And so you’re just getting an extra visit and a guest recovered and a happier employee who’s more engaged. It just is win win win all around. And in fact, I had on the head of public relations for Domino’s on the podcast, and we were talking about how if there is a hundred people that complain, how many people are actively trying to rip you off.

00:13:03:02 – 00:13:16:03

Zack Oates

And when you look at the numbers, it’s genuinely less than one. Yep. So if you have less than 1% trying to rip you off, why are you treating the other 99% like they’re that 1% agree?

00:13:16:03 – 00:13:20:24

Chris Stevenson

And one thing that’s really interesting with the department store Nordstrom known for their high levels of service.

00:13:21:01 – 00:13:27:16

Zack Oates

They thank you for dropping the s on the end of that. It’s not Nordstrom’s Nordstrom. Thank you. Yep okay keep going up.

00:13:27:18 – 00:13:45:12

Chris Stevenson

But with them you know most places have a limit of two items. When you go to a changing room. Nordstrom does not because they’re like you know what 99% of our people never try to steal anything. So why would we inconvenience 99% of our people with a rule that’s really geared to the small percentage? Now, if they catch somebody, they’re going to take action as they should.

00:13:45:12 – 00:13:59:15

Chris Stevenson

Somebody is stealing from you, right? So it’s one of those things that when you’re thinking about your customer service guidelines and all those different things, don’t punish the small percentage to your point, right. You want to make sure that you’re catering to the majority and then deal with the little percentage the other time.

00:13:59:17 – 00:14:21:04

Zack Oates

Yeah, absolutely. I think that’s such a powerful concept. And really it gets to the fact of like give people the benefit of the doubt until they give you reason enough to doubt the benefit. Right. And I think that’s where it comes down to how do we think about customer experience experiences. So with that in mind, when you think about customer experience nowadays, what do you feel are some of the most important aspects?

00:14:21:04 – 00:14:24:22

Zack Oates

What are guests looking for? What is the modern guest looking for?

00:14:24:24 – 00:14:41:11

Chris Stevenson

So I think we’re in an era of hyper personalization. People want your attention. They want your undivided attention. They want it to be treated special, especially with the advantages in technology that are making certain things easier. If somebody is going to go to, let’s say, a retail store, they serve customers, right. So you’ve got to create a great experience there.

00:14:41:13 – 00:14:54:08

Chris Stevenson

Somebody can just get it on Amazon. Matter of fact, they can order five similar things, send four back for free. Keep the one they want. So if they come into your retail store, it means they want an experience. They want to be there. They want to touch. They want to feel that they they want to be treated well.

00:14:54:11 – 00:15:06:01

Chris Stevenson

Right. So I think people are really looking for an elevated experience in most industries where it’s personalized, where they feel like a VIP and where they feel absolutely like they are the center of the universe when they interact with your organization.

00:15:06:03 – 00:15:30:09

Zack Oates

And I think that personalization extends really to every facet of the business, but especially when something goes wrong, like we’re talking about with the recovery. And that’s one of the reasons why it’s like AI is getting really, really good. In fact, like for example, the ovation AI is 10% better at winning back guests than humans, which is great, but it still needs that human touch.

00:15:30:09 – 00:15:52:21

Zack Oates

It still needs the ability to be able to get in there and build that relationship and create that true connection. It will be another couple of generations, if ever, before someone is saying, I don’t want human connection, I just want I. I think people still want to be able to shake someone’s hand, look someone in the whites of the eyes and say, and here, thank you.

00:15:52:23 – 00:16:09:15

Chris Stevenson

100%. It’s funny, I actually last week hosted two webinars on AI. The reason I hosted it was because I know my lane and I am not a tech or I expert. I know what I’m you know, know what you’re good at, know your lanes, customer experience, leadership, employee engagement. Yes. Tech I know some I’m like but I’ll hosted because I’ll get to learn.

00:16:09:21 – 00:16:28:20

Chris Stevenson

But it was funny after listening to these experts, to your point about still wanting some human interaction, I kind of thought, you know what, listen, I will never replace you, but organizations that utilize AI to its potential will replace you. It’s like in the old days. What should I be on social now? It’s not it changed from should I be on there to I need to be on there and how well do I use it?

00:16:28:23 – 00:16:44:01

Chris Stevenson

Same thing with AI technology. You’ve got to adopt these things get. They are going to make a better experience. They’re part of that easy, effective and enjoyable coupled with the human interaction. On a funny side note is have you heard of Kalahari? It’s an indoor water park. And yes, yes. So by the way, it’s never been in my life.

00:16:44:01 – 00:17:02:20

Chris Stevenson

And last year I spoke at two conferences back to back in Kalahari. I was like, wow, never been in my whole life. And then I was within one week in two different states in Kalahari, but they had the check in kiosks at the hotel part of it. Yeah. They also had people roaming around. So somebody like me went up there to try to check in and because I’m technologically challenged, was struggling a little bit.

00:17:02:20 – 00:17:16:05

Chris Stevenson

But somebody saw me. They must have noticed my body language. They were taught to own questions and came over, said, sir, you look like you might need a little help. How can I help you? Oh, it’s really easy. You just do this. So to your point, the kiosk was great. Once I had a little assistance because I needed it at the time.

00:17:16:11 – 00:17:33:05

Chris Stevenson

That made for a great experience and I do think with service recovery, as funny as it is, is sometimes that’s the biggest memory that people have when something goes wrong and then they tell the story about how quickly and effectively you fixed it. I had a colleague once say, yeah, I think sometimes staff should make a mistake on purpose just so we could fix it and really delight a member.

00:17:33:05 – 00:17:42:11

Chris Stevenson

I was, well, I wouldn’t go that far. Don’t make mistakes on purpose, but sometimes really service recovery. When you empower your staff and they can handle it right away, people leave talking about how great that was.

00:17:42:13 – 00:18:04:01

Zack Oates

Oh, I mean, our data shows that a recovered guest is worth 24 times more than your average guest in terms of like what dollars they bring in the door. I mean, it’s just monumental. It’s huge. So I’ve loved this conversation, man. I feel like we could talk for hours about this because you have so many great experiences, but how can people find and follow you?

00:18:04:03 – 00:18:19:13

Chris Stevenson

So our website is TG firm.com. That’s the empower. So TG firm.com. You can go there. My handle on Instagram is the Chris Stevenson. Not because I am the Chris Stevenson because for Stevenson was taken so people are like oh really. You know like I.

00:18:19:14 – 00:18:19:23

Zack Oates

Swear to.

00:18:19:23 – 00:18:38:21

Chris Stevenson

You we’ll see this after like Chris Stevenson 7897. So yeah, yeah the Chris Stevenson was better. And then it’s the underscore empower underscore group. So you can follow myself and that and then LinkedIn just search Chris Stevenson okay. And when that I’m really quickly what you do and with ovation is I wrote an article several years back called feel versus real.

00:18:38:23 – 00:18:55:05

Chris Stevenson

And especially when it comes to customer experience, sometimes we feel like we’re doing the right stuff, like we’re trying and we’re doing these sort of things. But what you’re doing is so valuable because the data tells you what’s real. You might think this is a great idea, but when you’re like, nope, we’ve got all the data points, here’s what they’ll spend or here’s what the real problems are.

00:18:55:05 – 00:19:11:09

Chris Stevenson

We think most people are unhappy with this. Oh no, they’re not. What the data shows is here’s what they’re actually unhappy about. When you have tools like you have that you can utilize to really provide data so you can make decisions based on real instead of feel. That’s where the real success at especially member and customer and guest experience.

00:19:11:11 – 00:19:20:13

Zack Oates

Amen. I love that real versus feel. By the way, last question who is someone that we should be following? Who’s someone that you look up to in the guest experience industry?

00:19:20:15 – 00:19:37:04

Chris Stevenson

You know, it’s interesting. I saw the book as soon as we logged on above your shoulder about unreasonable hospitality. Obviously read the book and saw will present at the fitness conference HFA. And you know, it’s funny. Normally I’ll hear a keynote and then go read the book. This was one of those opposite things where I had read the book, and I’m like, well, how entertaining could the keynote be?

00:19:37:04 – 00:19:44:00

Chris Stevenson

And it was still just absolutely off the charts. So I think Will is one of my absolute favorite follows.

00:19:44:02 – 00:20:02:06

Zack Oates

I love him and for anyone who hasn’t listened to it, go listen to the podcast that I did with him. He came on and just I mean, crush it. I don’t think I’ve ever been that nervous in my life. Then meeting Will Guidara like I was such a fan boy. And anyway, he so the worst hosting experience I’ve ever had.

00:20:02:06 – 00:20:05:06

Zack Oates

But he is awesome. So go check out that podcast.

00:20:05:06 – 00:20:06:16

Chris Stevenson

I thought it was a pretty good episode by the way.

00:20:06:16 – 00:20:18:15

Zack Oates

I did listen to it so they’ll be hard on itself. Oh well. Thank you. Well, Chris, for showing us how to power up our guest experience. Today’s ovation goes to you. Thank you for joining us and giving ovation. All right.

00:20:18:15 – 00:20:20:05

Chris Stevenson

Thanks I appreciate it Zach.

00:20:20:07 – 00:20:42:19

Zack Oates

Thanks for joining us today. If you like this episode, leave us a review on Apple Podcasts or your favorite place to listen. We’re all about feedback here. Again, this episode was sponsored by ovation, a two question, SMS based, actionable guest feedback platform built for multi-unit restaurants. If you’d like to learn how we can help you measure and create a better guest experience, visit us at ovation ABC.com.