{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"FULL COMP: Restaurant Tactics, Tools, & Strategies","title":"Office Hours: This is the one hack to scale word of mouth advertising","html":"","width":"100%","height":180,"duration":767,"description":"I’m Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I’ve spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.\nIn this episode, I dive into why profitability has to be the North Star for every restaurant owner — because without profit, nothing else is sustainable. I also break down one of the most underrated marketing tools in the game: the power of 'surprise and delight.' We’re talking about those unexpected moments that turn a first-time guest into a lifelong fan. I share practical ways to build those moments into your operations — from budgeting for them to training your team to execute with heart. Because when you systemize joy, you create loyalty. And that’s how you win.\nTakeaways:\nMoney makes every other problem a minor inconvenience.\nSurprise and delight isn't just generosity; it's unexpected generosity.\nCreating unforgettable experiences turns guests into raving fans.\nA surprise and delight budget empowers staff to enhance customer experiences.\nIt's about exceeding expectations in ways they couldn't even imagine.\nTransforming guests into ambassadors is key for marketing.\nMarketing through surprise and delight pays for itself.\nTraining staff on surprise and delight strategies is essential.\nFocus on creating genuine moments of connection with guests.\nImplementing a structured approach to surprise and delight can lead to greater profitability.\nChapters:\n00:00 Introduction to Restaurant Profitability\n02:06 The Power of Surprise and Delight\n05:54 Creating Unforgettable Experiences\n09:47 Implementing Surprise and Delight Strategies\nIf you’ve got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like...","thumbnail_url":"https://img.transistorcdn.com/6OAanP6N7rKCCEP4OYgZT_i74QmCwgk2rH1cSWqhfvs/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8zYzkz/MGQ5M2Y5MWZmM2E0/NGM3MzFmNzQ0OGZl/NDhhYi5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}