This episode has a lot of… hart.

Discover the art of building a brand that shines on its own, even when it’s linked to the dazzle of a celebrity like Kevin Hart. Join us as Andy Hooper, CEO of Hart House, opens up about the delicate dance of leveraging star attraction while ensuring that the brand’s essence captivates and retains customers. When Kevin’s name draws them in, it’s the quality and consistency of Hart House that keeps them coming back.

Drawing inspiration from Will Guidara’s “Unreasonable Hospitality,” Zack and Andy combination of operational expertise and the personal touch that defines exceptional customer service.

Here are some highlights:

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

“I think the most important thing that’s happening in guest experience today is that somebody is taking time out from their post-purchase journey and sitting down and sharing that with you, and when they do, you gotta listen, and I think not enough leaders out there are paying attention to how valuable that is.”

What tactics have you seen used to improve the guest experience?

“The issue is less about trying to figure out what the specific training tactic is and more about being still enough and being present enough in that moment to have access to that wisdom.“

Who in the restaurant industry deserves an ovation?

Sahil Rahman and Rahul Vinod, CEO’s of the fast-casual Indian restaurant, Rasa.

“These are entrepreneurs. They’ve been grinding 10 years now for restaurants, working their butts off. The food’s amazing. They’re even better humans and because the tiny little regional four unit chain doesn’t always get on everybody’s radar, I’ll use my platform today to give them a shout out.”