In this episode of Give an Ovation, we welcome Joe Sample, President of Crave Management Group, the multi-unit, multi-brand operator behind top-performing Taco Bell locations and Bobby’s Burgers by Bobby Flay.

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Give An Ovation is the podcast where we interview restaurant owners, operators, and experts, to get their strategies and tactics so that you can deliver a 5-star guest experience. Available on all major podcasting sites.

In this episode of Give an Ovation, we welcome Joe Sample, President of Crave Management Group, the powerhouse operator behind multiple top-performing Taco Bell locations and Bobby’s Burgers by Bobby Flay. With over 22 years of multi-unit, multi-brand experience, Joe shares his insights on creating operational excellence, building strong teams, and delivering exceptional guest experiences.

Zack and Joe discuss:

The Secret to Consistent High Performance (00:02:16)

“What did I do today to enable my team to run A+ operations in my absence?” – Joe Sample

Joe explains how empowering general managers to foster autonomy within their teams creates sustainable success, even when leadership isn’t physically present.

One Standard, No Exceptions (00:05:28)

“It’s already hard enough to do one standard really well. Managing two is impossible.” – Joe Sample

Joe emphasizes the importance of consistency across locations, ensuring every guest receives the same high-quality experience, regardless of who’s on shift.

Hiring for Operational Excellence (00:06:36)

“The most important thing we try to understand is how they performed at their last job.” – Joe Sample

Joe reveals his rigorous hiring process, which includes detailed scorecards and reference checks based on the book Who by Geoff Smart, to identify leaders who align with Crave Management’s values.

The Core of Guest Experience (00:07:53)

“Selling is the transfer of energy.” – Joe Sample

From delivering food exactly as ordered to creating authentic interactions at the counter, Joe breaks down how dynamic energy and attention to detail elevate the guest experience.

Empowering Teams Through Autonomy (00:10:34)

“Trust is built through autonomy.” – Joe Sample

Joe discusses how systems and processes create a framework that allows employees to thrive, fostering an environment of trust and accountability.

Simple Changes, Big Impact (00:12:00)

“We changed the role from ‘Lobby Attendant’ to ‘Brand Ambassador’—and it shifted everything.” – Joe Sample

Joe shares how redefining roles can reshape employee mindsets, turning routine tasks into opportunities for meaningful guest engagement.

Brands to Watch (00:13:25)

Joe and Zack highlight Swig and Thirst, two rapidly growing soda brands, for their innovative business models and strong brand presence beyond Utah.

Check out Nicole Tanner, the founder of Swig’s interview here:
https://ovationup.com/nicole-tanner/

Follow Joe Sample:

LinkedIn: https://www.linkedin.com/in/josephsample

Company: Crave Management Group

Bobby’s Burgers by Bobby Flay

Tune in to learn how Joe’s leadership philosophy, operational strategies, and passion for people have shaped Crave Management Group’s success.

Thanks, Joe!

Thanks for reading! Make sure to check out the whole episode, as well as other interviews with restaurant gurus by checking out “Give an Ovation: A Podcast For Restaurants” on ovationup.com/podcast or your favorite place to listen to podcasts.

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