ChatGTM

In this episode of The ChatGTM Podcast, hosts Michael Beck and Chad Horn welcome Adam Steinman, a customer experience executive specializing in restaurant technology. The conversation explores the intersection of culinary arts and technology, particularly how Adam's background as a chef informs his approach to enhancing customer experience through AI. They discuss the complexities of restaurant operations, the role of AI in improving hospitality, and the importance of maintaining a human touch in service. Adam shares insights on guest sentiment towards AI, the significance of quality in technology, and lessons learned from past AI failures. The episode concludes with thoughts on leadership, the future of AI in restaurants, and upcoming industry events.The conversation covers the impact of AI in the restaurant industry, the influence of culinary background on technology, and guest sentiment towards AI experience. It also explores the challenges and opportunities in AI adoption, the respect for restaurant operations, and the impact of AI on hospitality and employee experience. Additionally, it discusses the design of tech for restaurant operations and lessons from first generation AI platforms. The conversation covers a range of topics including the interaction between AI and human touch, cost and pricing strategy, customer experience and leadership, the importance of quality ingredients in technology, restaurant operations and AI, and the significance of human touch in hospitality. The discussion delves into the impact of AI on drive-through upsell, the fixed cost per store, customer experience teams, the analogy of cooking with quality ingredients, Audivi AI in drive-through technology, and the role of human interaction in the restaurant industry.TakeawaysAI in the restaurant industryImpact of culinary background on techGuest sentiment towards AI experience AI and Human InteractionCost and Pricing StrategyCustomer Experience and LeadershipQuality Ingredients and TechnologyRestaurant Operations and AIHuman Touch in HospitalityChapters00:00 Introduction and Trade Show Season05:00 Hospitality and AI in Restaurants11:01 AI and Hospitality Experience16:15 Impact of AI on Employee Experience22:29 Designing Tech for Restaurant Operations29:39 AI and Human Interaction35:09 Quality Ingredients and Technology40:54 Human Touch in Hospitality

The conversation covers the personal stories of the guests, the journey of Budget Branders, the challenges and solutions in the supply chain, the importance of branding and custom disposables, eco-friendly packaging, upcoming events, and the seamless process and turnaround time for custom disposables. Key takeaways include the impact of custom branded disposables on brand perception, the benefits of the hybrid program, and the importance of communication and customer service. The conversation covers the entrepreneurial journey of Ramsey and Jamie Gilbertsen, focusing on their investment in a factory, printing equipment, customer relationships, and the benefits of their hybrid program for packaging. The discussion also highlights the joy found in business and the surprising aspects of working in the custom disposables industry.TakeawaysCustom branded disposables elevate brand perceptionHybrid program offers cost efficiency and flexibilityCommunication and customer service are key to success Hybrid program for packagingEntrepreneurial journeyServant leadershipCustom disposables industryChapters00:00 Seamless Process and Turnaround Time29:46 Growth and Market Competition35:09 Hybrid Program Benefits42:21 Surprising Aspects of Custom Disposables

The podcast episode features a conversation with Daniel Martinez, the founder and CEO of QNS, discussing the impact of technology on restaurant operations, the value proposition for restaurant brands, Daniel's personal journey as a solopreneur, and the role of technology in the hospitality business. The conversation also delves into the misconceptions and realities in technology adoption, as well as the alignment of technology with measurable outcomes and the importance of resiliency and redundancy in network infrastructure. The conversation delves into the impact of technology on customer experience, highlighting the shift in the restaurant industry towards technology-driven customer interactions. It also explores the critical importance of endpoint security in business operations, emphasizing the need for robust security measures to protect sensitive data and systems.TakeawaysTechnology needs to be aligned with measurable outcomesThe importance of resiliency and redundancy in network infrastructure Customer experience is impacted by technologyEndpoint security is a critical concern for businessesChaptersDaniel’s Background & Career Journey – From IT leadership to founding Q & S, solopreneurship, and lessons learned.Q & S & Restaurant Technology – Discussing tech infrastructure for multi-unit restaurants, scaling, and operational efficiency.Security & Network Insights – Cybersecurity, endpoint security, and network resiliency in restaurants.AI & Tech Adoption – How AI and modern technology impact operations and decision-making.Personal Reflections – Daniel shares personal stories of resilience, community, and lessons from entrepreneurship.

The conversation covers the importance of AI in hospitality, Josh's Halpern's expertise in bar operations, his role at Anheuser-Busch, identifying key industry challenges, the impact of chicken wings on business, the role of AI in hospitality and emotional currency, the use of AI to enhance guest experience, challenges and opportunities with AI and Shaquille O'Neal, and creating emotional experiences in Big Chicken and Fresh Brothers Pizza. The conversation covers topics related to creating lasting memories, improving hiring processes, learning from Craveworthy, challenges of restaurant tech, the value of trade shows, AI in hospitality, and preparing for an AI-enabled future. Key themes include the importance of authentic energy and hospitality, the complexity of restaurant tech solutions, and the need to isolate feeling vs. thought in business.TakeawaysAI's role in enhancing guest experienceEmotional currency and its impact on hospitality Authentic energy and hospitality are essential for creating lasting memoriesThe complexity of restaurant tech solutions requires careful consideration and optimizationChapters00:00 Introductions and Cold Weather Chatter05:15 Identifying Key Industry Challenges16:04 The Use of AI to Enhance Guest Experience23:51 Creating Emotional Experiences in Big Chicken and Fresh Brothers Pizza29:21 Learning from Craveworthy35:24 The Value of Trade Shows41:07 Preparing for an AI-Enabled Future

🎙️ Podcast Spotlight: ChatGTM Podcast S2 Ep 5: Toni Ronayne on Leadership, Fractional Roles & CommunityWe had the pleasure of speaking with Toni Ronayne about her journey from corporate leadership to founding her own company, The C Society. The conversation dives into the shifts, insights, and strategies shaping modern hospitality leadership.✨ Key Themes:• Embracing change & validation• Early career leadership lessons• The rise & impact of fractional leadership• Community building & mentorship in hospitality• Unique pressures for women in leadership• Momentum, cross-pollination & setting up fractional leaders for success💡 Top Takeaways:• Hospitality leadership: Navigating dynamic change & priorities• Fractional leadership: Essential in times of transformation• Community building: Finding your tribe & fostering connections• Validation & timing: Knowing when to pivot & embrace new opportunities🕒 Episode Chapters:• 00:00 – NRF Highlights & Introduction• 05:57 – Early Career & Leadership Lessons• 14:00 – Rise of Fractional Leadership• 20:54 – Community Building & Transition to C Society• 27:16 – Embracing Change & Validation• 33:27 – Unique Pressures for Women in Hospitality Leadership• 39:03 – Setting Up Fractional Leaders for SuccessToni’s insights remind us that leadership isn’t just about title, it’s about momentum, community, and impact.#Leadership #FractionalLeadership #Hospitality #CommunityBuilding#Mentorship #CareerTransition

The conversation covers the impact of AI on the QSR industry, focusing on decision-making, operational efficiency, and staff experience. It also delves into the challenges and benefits of AI adoption, particularly in the context of product leadership and operational dynamics within the QSR industry. The conversation covers the importance of challenging AI models, the process of pivoting in product development, the future of drive-through technology, the significance of customer satisfaction, the role of customer obsession in product leadership, and the need for clarity in AI adoption. Each chapter delves into these themes, providing valuable insights and perspectives from the speakers.TakeawaysAI as a Decision-Making ToolImpact of AI on QSR Industry AI models should be challengedPivoting in product developmentThe future of drive-through technologyThe importance of customer satisfactionCustomer obsession in product leadershipThe need for clarity in AI adoptionChapters00:00 Introduction and Event Discussion05:28 AI in QSR Industry14:30 Impact of AI on QSR Staff and Operations19:37 New Bottleneck in AI Adoption25:06 Pivoting in Product Development31:36 Customer Satisfaction and Obsession40:50 AI Tools and Product Mistakes

The conversation delves into the influence of Jim Knight, the impact of culture on business success, Jim Knight's career journey and focus on culture, the power of one in sparking change, the role of leadership in organizational culture, encouraging innovation and risk-taking, the shift towards personal branding and employee engagement, and the importance of personalization in customer experience. The conversation covers Jim Knight's journey from a middle school teacher to a promoter of change and impact. It delves into the trajectory of change, resilience, and identifying key areas of change. It also explores unique experiences, lessons of gratitude, and the influence of speaking engagements.TakeawaysCulture as the Terroir of BusinessThe Primacy of Personalization in Customer Experience Embracing changeFostering internal content creatorsChapters00:00 The Importance of Personalization in Customer Experience42:22 Creating Impact Through Change Management48:21 The Hard Rock Vault57:29 Speaking Engagements and Impact

In this episode, Joseph Szala discusses the concept of 'Quiet Killers' and how it relates to the challenges faced by restaurant brands. He shares insights on the patterns and frustrations that led to the development of his book, as well as the allure of bad ideas and the fallacy of the marketing funnel. Joseph emphasizes the importance of blaming systems, not people, and addresses the resistance to change in the industry. The conversation delves into the challenges of challenging beliefs, the importance of daily rituals, creating a safe space for risk-taking, collaboration and clarity, implementing frameworks and simplicity, addressing the funnel and emerging brands, prioritizing and aligning goals, the importance of digital experience, recognizing organizational health, identifying underlying issues, the desired outcome of reading Quiet Killers, key questions for leaders, and encouraging random acts of kindness.TakeawaysPatterns and frustrations led to the development of 'Quiet Killers'The allure of bad ideas and the fallacy of the marketing funnel are key challenges in the industry. Daily rituals are essential for identifying and addressing 'Quiet Killers' in business.Creating a safe space for risk-taking and collaboration leads to organizational health and success.Chapters00:00 Uncovering Quiet Killers06:00 The Allure of Bad Ideas10:52 The Marketing Funnel Fallacy17:03 Blaming Systems, Not People22:20 The Challenge of Challenging Beliefs28:33 Prioritizing and Aligning Goals36:57 Identifying Underlying Issues42:44 Key Questions for Leaders

The conversation covers the journey of Bill Assyri, the owner of Wits frozen custard, from his background in the restaurant industry to the acquisition of Wits and the subsequent growth of the business. It delves into the importance of trust, teamwork, and leadership decisions, as well as the innovation in technology and the relationship with franchisees. The conversation covers the challenges and strategies of balancing technology and people in the restaurant industry, as well as the growth and expansion plans of a franchise. It delves into the importance of customer experience, staffing, culture, and the franchisee journey, along with the integration of technology and vendor selection. The discussion also highlights the significance of work ethic and success in the industry.TakeawaysFranchise AcquisitionBusiness Growth Balancing tech and peopleGrowth and expansion strategyChapters00:00 Introduction and Background06:03 The Journey of Acquiring Wits11:31 The Importance of Trust and Teamwork19:06 Leadership Decisions and Franchisee Relations24:16 Customer Experience and Branding30:25 Franchisee Journey and Vision37:21 Work Ethic and Success

In this episode of Chat GTM, hosts Michael Beck and Chad Horn sit down with Rich Faltot, leader of the Restaurant and Hospitality vertical at Point B , a consulting powerhouse helping iconic brands like Whataburger, Starbucks, and others transform from the inside out.Fresh off Point B’s surprise Trailblazer Award from Whataburger, Rich shares the story behind the recognition, why Point B consultants start every engagement working inside a restaurant, and how brands can future-proof their operations as AI and automation reshape hospitality.Whether you’re building tech for restaurants, leading transformation initiatives, or just love hearing how great teams scale with integrity — this episode delivers insight, humor, and actionable takeaways from one of the industry’s best.👉 Meet the Point B and Inc Tank GTM teams in person at the upcoming Restaurant Finance & Development Conference in Las Vegas, November 10–12. Come say hello, swap stories, and learn how Point B is helping restaurant brands perform, scale, and evolve.

Show Notes: Keywords: sales education, Kennesaw State University, experiential learning, ethics in sales, technology in sales, community engagement, AI in sales, workforce preparation, curriculum development, student successSummary: On this episode, Beck and Chad have a stimulating and fun jam session with Dr, Scott Inks and Professor Brent McCulloch of Kennesaw State University. The conversation explores the innovative sales program at KSU, highlighting its evolution, curriculum, and the emphasis on ethics and experiential learning. The speakers discuss the importance of preparing students for the workforce, the role of technology and AI in sales education, and the program's commitment to community engagement. They reflect on the impact of their teaching on students' lives and the broader implications for the sales profession.Takeaways:The sales program at Kennesaw State University is designed to professionalize the sales profession.Experiential learning, including role play, is a key component of the curriculum.Ethics and integrity are emphasized throughout the sales education process.Students are encouraged to engage with the community and give back.Technology, including AI, is integrated into the sales curriculum to prepare students for modern challenges.The program has a 100% placement rate for engaged students.Faculty camaraderie and support contribute to a positive learning environment.Students learn the importance of habits and professionalism in sales.The program aims to change the perception of sales as a profession.The future of sales education will continue to adapt to technological advancements and societal changes.TitlesTransforming Sales Education at Kennesaw State UniversityThe Future of Sales: Ethics, Technology, and CommunitySound Bites"The sales bug is real, and it catches on.""We teach habits that make good people.""This is a place to come to recruit them."Chapters:00:00Introduction and Overview of the Sales Program02:59The Evolution of Sales Education05:55Curriculum and Teaching Methodologies08:49Experiential Learning and Role Play11:46The Importance of Ethics in Sales14:59Community Engagement and Giving Back17:42The Role of Technology in Sales Education20:33Preparing Students for the Workforce23:32The Impact of AI on Sales26:22Future Directions for the Sales Program29:19Closing Thoughts and Reflections

Episode TitleStewardship Beats Sales: How To Win Customers With Care, Not HypeEpisode SummaryToday’s playbook swaps product pitching for real partnership. Michael Beck and Chad Horn sit down with Amazon best-selling author Ira Gleeser to unpack Stewardship for Business, a short, practical guide to building customer relationships that actually last. From QSR realities and drive-thru AI to running QBRs that lead to action, you will hear how to communicate value, spot red flags early, and become the partner clients keep.GuestIra GleeserExecutive leader turned author with 25 years at brands like Microsoft and Coca-Cola. Author of Stewardship for Business, a playbook for driving more value into customer relationships.What You’ll Learn• The difference between product selling and stewardship• The field habit that beats a 40-slide deck• Red flags that signal an account is drifting and how to reset• How to use AI as an assistant for research and follow-ups• A simple framework for QBRs that create next steps• Balancing short-term targets with long-term trust• Qualities smart leaders hire for right nowChapter Marks00:00 Cold open and blues cue02:10 Why “product selling” fails06:45 Inside Stewardship for Business12:30 Drive-thru AI and operational reality18:40 Discovery over demo24:55 Using AI as your assistant, not your master32:10 Red flags and relationship repair37:20 Hiring for presence, prep, and passion42:30 First steps for leadersLinks• Book: Stewardship for Business by Ira Gleeser• Connect with Ira: LinkedIn or igleaser at outlook dot com• Hosts: Michael Beck and Chad Horn, Chat GTMCall To ActionIf this episode helped you rethink customer relationships, follow Chat GTM, rate the show, and share it with a teammate before your next customer meeting.