Amy Mills is the Owner and Chief Strategist at 17th Street Barbecue, one of the “best BBQ brands on earth.” She is also an author, speaker, consultant, and has judged on numerous cooking channel and food network shows. Unfortunately, many storied restaurants have had to close their doors due to COVID-19, but 17th Street Barbecue isn’t on that list!

Here’s one of our highlights from this episode and Amy’s answers to some of our questions:

Featured Takeaway: Making every interaction count

“We’re only as good as the last customer we’re serving. We’re only as good as the last interaction we have. If you put that type of pressure on yourself, brand, and your business, you’re going to make better choices about the things you invest in, the systems, and the way you treat your people. We’re only as good as that last play.”

What’s the most important aspect of the guest experience nowadays? (15:20)

“I think the most important aspect for guest experience today is not on the customer facing side, but in the back of house. Having standards that we all are playing together on. And that ensures that we come to work every day and play our best.”

What’s something successful you’ve seen restaurants try lately? (17:58)

“Products that help us understand the feedback and point of view of employees during their lifecycle that doesn’t just include workers that are being on boarded, it doesn’t just include workers who are seniors. It also includes people that have have voluntarily left, it includes people that have gone through our interview process and not been selected…

Having a pulse on what is driving the behaviors of our workforce.”

Who is someone in the industry that deserves an Ovation? (18:59)

Sam shouted out any and all companies that try new things and are always pushing the envelope. More specifically Sam mentioned a company called Dog Haus, “They are constantly active across all communication channels... they’re not afraid to be who they are and they’re comfortable in their own skin.“