Nicole Tanner is the current Owner and Founder of Swig, a booming beverage brand launched in 2010 in St. George, Utah. Nicole brainstormed the idea for a drive-by drink shop which has now grown to 45 locations from Utah and Arizona to Texas and Oklahoma! While Swig offers personalized sodas and sweet treats, Nicole ensures a culture of connection and friendship with customers who frequent the drive thru that will last a life time.

Here are a few highlights from this episode:

What is the most important aspect of the guest experience?

“Human connection. People can get a drink or a sweet treat anywhere and that was the challenge when we started Swig. As we’ve aimed to stay on top, we make sure to always try and make ourselves better. One of Swig’s goals is to make sure that we are still seeing our customers, valuing their time, and making sure that they’re getting in and out as quick as they can

. . . We strive to be a part of the community and let our customers know that we see and love them.”

What are some successful tactics you’ve seen or tried lately?

“Window timers. Window timers are really gonna help ensure customers that we value your time and we’re going to make sure that we’ve mastered the basics. It’s these steps in places that enable us to grow and have 40, 50, or 60 locations. Window timers make it so we can see which store is struggling with their drive through speed. From there we can go give them some help, tips, and tricks to improve.”

Who deserves an Ovation in the restaurant industry?

Andrew and Shauna Smith, Savory Restaurant Fund.

“I love that they take founders, like myself, and put us under their wing and help to improve areas from HR To marketing. Andrew and Shauna focus on what you want to do as the owner. When I sat down with Andrew, 5 & 1/2 years ago he said. ‘Nicole, what’s the one thing that you love to do?’ And I responded with ‘I love the customers. I want to get back to the customers’ and from that point on it was no question as to what our emphasis is.”