Wise Tales

About Wise Tales

Welcome to Wise Tales, the podcast where we sit down with industry experts and thought leaders to discover how to enhance brand value, increase revenue and drive great organizational culture through employees, customers and partners. Tune in, with host Evan Melick, as we unlock the transformative potential and power of optimized learning, development and operations — one wise tale at a time!

Publisher

Wise Tales

Category

business

Language

en

Explicit

No

First episode

9 Aug 2024

Latest episode

3 Sept 2025

Latest episodes

19 episodes in the feed.

1. 

   3 Sept 2025

   Future-Proofing Work With AI and Smarter Tech

   Donna Herbel (https://www.linkedin.com/in/donnaherbel/), Founder of Blue Phoenix Learning and Co-Founder and COO at Savii (https://www.linkedin.com/company/saviico/), joins us to share how technology and AI empower frontline teams, preserve institutional knowledge and shape confident leaders. Drawing on decades of experience in hospitality training and leadership development, Donna highlights how organizations can turn chaos into clarity through practical strategies, people-first leadership and the right tech. Key Takeaways: (01:43) Understand where opportunities exist but remain untapped, focusing on improvements that can drive better outcomes. (03:16) Use technology to manage repetitive and administrative tasks, allowing people to concentrate on work that creates a deeper impact. (05:33) Technology delivers timely, accessible information at the point of need, enabling confident decisions and reducing reliance on memory or guesswork. (08:10) Build confidence for employees by offering tools and systems that allow them to learn, adapt and perform without unnecessary pressure. (10:12) Prevent the loss of valuable talent by ensuring technology supports operational processes, enabling people to focus on leadership and relationship-building skills. (14:23) Provide leaders with just-in-time guidance and proven approaches to handle complex conversations and challenges with greater confidence. (20:17) Capture and preserve organizational knowledge by using modern tools to document, repurpose and share the expertise of experienced individuals. (25:51) Regularly evaluate established practices to determine what remains effective and where new approaches can drive improved efficiency and outcomes. Resources Mentioned: Donna Herbel (https://www.linkedin.com/in/donnaherbel/) https://www.linkedin.com/in/donnaherbel/ Savii (https://www.linkedin.com/company/saviico/) | LinkedIn https://www.linkedin.com/company/saviico/ Savii (https://savii.ai/lets-talk/) | Website https://savii.ai/lets-talk/ Wisetail (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) | Website https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Descript (https://web.descript.com/) https://web.descript.com/ Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

2. 

   12 Aug 2025

   Ditch the Scripts: How Play, Failure and Improv Are Revolutionizing Hospitality Training

   Audrey Benet (https://www.linkedin.com/in/audreyabenet/), Director of Training at GuestCounts Hospitality (https://www.linkedin.com/company/guestcounts-hospitality/), shares insights into how modern training techniques can transform learning in the hospitality space. With two decades of experience leading operations, culture and training for global brands, Audrey brings a human-centered perspective to scaling systems while prioritizing team well-being. Audrey outlines how humor, improv and technology help make learning more effective and inclusive. She emphasizes the importance of creating safe environments where team members can fail forward, build soft skills and grow into confident leaders through practical experience and collaborative feedback. Key Takeaways: (02:18) Introducing game-based learning makes training more approachable and removes traditional barriers to participation. (07:35) Interpersonal dynamics are at the core of service industries, making flexibility and human connection central to effective learning. (09:39) Technology can support a learner-first approach by allowing individuals to absorb foundational material independently before applying it on the job. (11:40) Simulated practice and early exposure to decision-making roles can accelerate leadership development and readiness. (14:20) Communication skills, especially the ability to give and receive feedback, are best developed through frequent, low-stakes repetition. (16:02) Embedding structured feedback into everyday routines helps build emotional resilience and fosters stronger workplace relationships. (18:19) Collaborative group training formats can make even sensitive topics, like interview conduct, more memorable and participatory. (22:03) When organizations create environments that support experimentation and recovery from mistakes, they build deeper trust among teams and strengthen cultural alignment. Resources Mentioned: Audrey Benet (https://www.linkedin.com/in/audreyabenet/) https://www.linkedin.com/in/audreyabenet/ GuestCounts Hospitality (https://www.linkedin.com/company/guestcounts-hospitality/) | LinkedIn https://www.linkedin.com/company/guestcounts-hospitality/ GuestCounts Hospitality (https://www.guestcounts.com) | Website https://www.guestcounts.com Wisetail (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) | Website https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Chart (https://www.chart.org/) https://www.chart.org/ Walt Disney World College of Hospitality and Culinary Arts (https://valenciacollege.edu/locations/downtown/walt-disney-world-center-for-culinary-arts-and-hospitality.php) https://valenciacollege.edu/locations/downtown/walt-disney-world-center-for-culinary-arts-and-hospitality.php Jeff Wirth – Interactive PlayLab (https://www.linkedin.com/in/jeff-wirth-54028032/) https://www.linkedin.com/in/jeff-wirth-54028032/ Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

3. 

   21 Jul 2025

   The Hidden Revenue Stream Most Restaurants Overlook

   In this episode, we speak to Mike Stasko (https://www.linkedin.com/in/mike-stasko-6240411/), President at Sunny Street Cafe (https://www.linkedin.com/company/sunnystreetcafe/), a breakfast and lunch restaurant group headquartered in Columbus, Ohio with 22 locations across the US. Mike offers insight into how the brand scales with intention, blending consistency with adaptability to support both franchisee success and long-term growth. Mike shares how a clear but flexible brand framework enables franchisees to remain consistent while still adapting to their local markets. He discusses how the business maintains operational simplicity while creating room for innovation, from regional menu options to evolving service models. He also explains how scalable infrastructure, culture and technology play a central role in ensuring sustainable growth across the franchise network. Key Takeaways: (04:14) Adapting physical formats and configurations creates efficiencies and allows for better alignment with diverse markets and site constraints. (06:21) Prioritizing local involvement as part of early planning helps build stronger community relationships and establishes trust from the outset. (09:20) Exploring off-peak opportunities can reveal adjacent revenue streams aligned with operational strengths. (10:09) Mastering the delivery of complex offerings at scale requires thoughtful process design and operational discipline across all units. (12:55) Long-term resilience is often shaped by decisions made in challenging times, particularly the ability to stay committed to promising initiatives. (14:23) Investing in system-wide technology enables improved performance tracking, streamlined labor processes and enhanced visibility across the brand. (16:33) A centralized training and development platform supports consistent learning, employee engagement and smoother onboarding across a growing network. (17:10) Creating a balanced work environment with predictable hours helps improve employee retention and satisfaction. (18:39) Establishing a culture rooted in bold thinking encourages continuous improvement and reinforces alignment across franchise operators and staff. Resources Mentioned: Mike Stasko (https://www.linkedin.com/in/mike-stasko-6240411/) https://www.linkedin.com/in/mike-stasko-6240411/ Sunny Street Cafe (https://www.linkedin.com/company/sunnystreetcafe/) | LinkedIn https://www.linkedin.com/company/sunnystreetcafe/ Sunny Street Cafe (https://sunnystreetcafe.com/) | Website https://sunnystreetcafe.com/ Wisetail (https://wisetail.com/) | Website https://wisetail.com/ Toast POS (https://pos.toasttab.com/) https://pos.toasttab.com/ Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

4. 

   9 Jul 2025

   The Hidden Power of Day One and Why It Determines Everything

   On this episode we feature Wesley Epstein (https://www.linkedin.com/in/waepstein/), Director of Training and Franchise Business Consultant at Eggs Up Grill (https://www.linkedin.com/company/eggs-up-grill/), who shares how culture and hospitality fuel operational excellence across a growing restaurant franchise. Wesley explains how consistency and connection are built from day one through onboarding, digital training and ongoing franchise support to ensure every guest and team member experiences the same brand DNA at every location. Wesley also highlights the use of Wisetail’s LMS, branded internally as Egg Yolk University, to deliver scalable, personalized training while preserving the human-first values at the core of the brand. Key Takeaways: (02:05) A strong first-day experience helps set expectations, ease uncertainty and introduce new team members to workplace culture. (05:12) Digital platforms enhance traditional training by reinforcing values and standards through consistent, accessible content. (06:59) Adapting training methods to different learning styles supports better knowledge retention and overall employee performance. (09:29) Guest feedback provides valuable insights that can shape coaching conversations and reinforce what’s working well. (11:25) Recognizing all staff roles for their contributions, even when not publicly acknowledged, builds a sense of inclusion and appreciation. (13:16) Welcoming new leaders from outside the industry creates opportunities to shape habits and instill values from the start. (15:30) Clear communication channels and structured peer groups help maintain consistency and alignment as organizations grow. (16:58) Regular forums for knowledge-sharing allow teams to exchange practical strategies and promote operational excellence. (18:00) Feedback loops between leadership and staff can drive innovation and continuous improvement in systems and workflows. Resources Mentioned: Wesley Epstein (https://www.linkedin.com/in/waepstein/) https://www.linkedin.com/in/waepstein/ Eggs Up Grill (https://www.linkedin.com/company/eggs-up-grill/) | LinkedIn https://www.linkedin.com/company/eggs-up-grill/ Eggs Up Grill (https://www.eggsupgrill.com/) | Website https://www.eggsupgrill.com/ Wisetail (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) | Website https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Restaurant Franchising and Innovation Summit (https://franchisinginnovation.com/) https://franchisinginnovation.com/ Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

5. 

   18 Jun 2025

   From Boring to Blockbuster: Rethinking Frontline Training

   Julius Ridgley, Director of Learning and Development at Primanti Bros., discusses using creative, culture-driven training methods that incorporate humor and cultural relevance to improve employee engagement and learning outcomes in this interview.

6. 

   5 May 2025

   Why Connection Might Be the Most Powerful Business Strategy

   We speak with Robin Robison (https://www.linkedin.com/in/robin-robison-b8b7272/), President at Thrive Restaurant Group (https://www.linkedin.com/company/thriverestaurantgroup/), who leads the growth of Modern Market Eatery and HomeGrown. With past leadership roles at Red Robin, Bob Evans and Chili’s, Robin brings decades of experience in brand strategy, operations and people development. In this conversation, she shares how a people-first approach, amplified by the right technology, can elevate both team performance and guest satisfaction. Robin reflects on how technology must not only drive operational efficiency but also support deeper human connection. From using learning platforms to simplify onboarding to ensuring that even takeout orders carry a sense of hospitality, she emphasizes the need for systems that work in harmony with brand values. Robin also explores the importance of developing emerging leaders, encouraging curiosity and building culture through intentional leadership. Key Takeaways: (02:12) Technology should feel invisible in daily operations — when systems are intuitive and seamless, teams stay focused and guests receive better service. (04:00) Microlearning through short, engaging formats gives teams the autonomy to learn on demand, reinforcing skills without disrupting the pace of service. (08:36) Internal culture must align with public messaging. Guests and employees should experience the same values promised across all brand platforms. (09:49) In off-premise channels, hospitality depends on operational accuracy and thoughtful packaging to communicate care when human interaction is absent. (14:19) A mindset of ongoing curiosity helps leaders maximize existing systems, uncover new features and future-proof operations through better integrations. (17:24) Asking about individual goals builds stronger team dynamics and helps leaders tailor growth opportunities to meet people where they are. (19:13) Representation matters. When employees see someone who has navigated the journey before them, it expands their belief in what’s possible. (22:29) Leadership requires emotional presence, courageous honesty and relational investment, especially in today’s socially fragmented, tech-driven world. (24:01) Gratitude fosters perspective and contentment, anchoring both personal fulfillment and a more grounded, resilient organizational culture. Resources Mentioned: Robin Robison (https://www.linkedin.com/in/robin-robison-b8b7272/) https://www.linkedin.com/in/robin-robison-b8b7272/ Thrive Restaurant Group (https://www.linkedin.com/company/thriverestaurantgroup/) https://www.linkedin.com/company/thriverestaurantgroup/ Wisetail (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) | Website https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

7. 

   22 Apr 2025

   The Secret Weapon Great Leaders Use in the First 90 Days

   Cody Pepper (https://www.linkedin.com/in/cody-pepper-280200a1/), CEO at Fast Fresh Brands (https://www.linkedin.com/company/fast-fresh-brands/), shares his journey and recent strategic moves in the healthy fast-casual dining space. Cody's career path began with Bee Healthy Cafe, where he transitioned from a customer to a consultant, co-owner and, eventually, CEO. In 2025, he formed Fast Fresh Brands, bringing Bee Healthy Cafe under its umbrella and acquiring Florida-based Nature's Table. Cody discusses his growth strategy, focusing on innovation and customer experience. He highlights the importance of communication during acquisitions and explains how Fast Fresh Brands is integrating Nature's Table into its operations. Key Takeaways: (01:31) Aligning acquired brands with existing models is crucial for identifying opportunities for growth and innovation. This strategic alignment helps leverage synergies and enhance overall performance. (02:56) The initial post-acquisition phase focuses on listening, communicating and implementing shared services. This phase is crucial for building trust and understanding among stakeholders. (05:20) Effective communication with internal stakeholders is vital for building confidence and trust during acquisitions. This involves transparent and timely communication to avoid speculation and fear among employees. (06:59) Personal communication with franchisees and vendors ensures transparency and trust. This personal touch helps build strong relationships and aligns everyone with the new vision. (08:06) Regular town halls update stakeholders on progress toward strategic plans. This ongoing communication keeps everyone informed and engaged throughout the integration process. (09:38) Decisions are guided by their impact on the guest experience, ensuring that centralization does not compromise quality. This customer-centric approach ensures that any changes benefit the end user. (12:35) Adopting successful processes from acquired brands can improve growth. This learning from each other's strengths helps to improve overall franchise sales processes. (14:08) Focusing on people and customer experience is essential during change. This ensures that all stakeholders, including employees and founders, are considered during transitions. Resources Mentioned: Cody Pepper (https://www.linkedin.com/in/cody-pepper-280200a1/) https://www.linkedin.com/in/cody-pepper-280200a1/ Fast Fresh Brands (https://www.linkedin.com/company/fast-fresh-brands/) https://www.linkedin.com/company/fast-fresh-brands/ Wisetail (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) | Website https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

8. 

   7 Apr 2025

   Communication Combo Platter: The Secret to Consistency in Seasonal Teams

   We are joined by Jamal Rasoully (https://www.linkedin.com/in/jamal-rasoully-69634946/), Founder and CEO at The Halal Shack (https://www.linkedin.com/company/thehalalshack/), a fast-growing brand that brings New York Street food and Afghan flavors to college campuses nationwide. Jamal shares insights into maintaining operational excellence in seasonal business environments and the importance of cultural alignment in leadership. Key Takeaways: (01:26) Continuity and excellence are challenging in seasonal businesses. (03:38) Team connectivity during breaks ensures operational success. (06:27) Employee turnover varies by region, impacting operational strategies. (09:42) Upholding a "made with love" philosophy is an ongoing challenge. (14:28) Root cause analysis aligns operations with core principles. (15:20) Continuous learning and openness to mistakes are essential for business growth. (16:26) Hiring individuals with a growth mindset is critical for team success. (18:15) A clear brand vision helps guide the journey of culinary exploration. Resources Mentioned: Jamal Rasoully (https://www.linkedin.com/in/jamal-rasoully-69634946/) https://www.linkedin.com/in/jamal-rasoully-69634946/ The Halal Shack (https://www.linkedin.com/company/thehalalshack/) | LinkedIn https://www.linkedin.com/company/thehalalshack/ The Halal Shack (https://www.thehalalshack.com/) | Website https://www.thehalalshack.com/ Wisetail (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) Website https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

9. 

   6 Feb 2025

   Operational Excellence Meets Passionate Leadership with Kyle Gordon CEO at Dillas Quesadillas

   Building a restaurant brand from scratch requires grit, vision and a commitment to people-first values. At Dillas Quesadillas, success is fueled by a strong culture, innovative leadership and a willingness to embrace new challenges. We're joined by Kyle Gordon (https://www.linkedin.com/in/kyle-gordon-7a1ab852/), Co-Founder and CEO at Dillas Quesadillas (https://www.linkedin.com/company/dillas-quesadillas/), to hear his insights on what it takes to thrive in the competitive restaurant industry. Kyle shares his journey of building a successful restaurant brand, the importance of a people-first culture and leveraging technology to scale operations. With 11 locations and plans for expansion, he explains how Dillas prioritizes culture, leadership and innovation to stay competitive in the quick-service restaurant industry. Key Takeaways: (03:03) The key to success lies in making one impactful decision, like prioritizing culture, which can guide growth and establish a strong foundation. (06:03) Early sacrifices are often unavoidable but recoverable with a robust culture. (10:40) Internal promotions are ideal, but a mix of external hires brings fresh ideas and challenges existing processes. (16:09) Technology should simplify operations, enabling general managers to focus on team leadership and customer satisfaction without added friction. (23:50) Onboarding at Dillas combines personal, face-to-face interactions with consistent technology-driven processes, creating a balanced employee experience. (27:21) Acting like a large, established brand from the beginning sets the tone for consistency, culture and operational excellence during growth phases. (29:33) Culture thrives when leaders are empowered to make decisions and when accountability and support coexist, fostering a sense of belonging. (34:10) Achieving long-term goals starts with focusing on small, impactful daily choices that build momentum and ensure sustainable progress. (37:47) "Focus on what you can control" is a mantra that emphasizes the importance of mindset, personal choices and showing up prepared every day. Resources Mentioned: Kyle Gordon (https://www.linkedin.com/in/kyle-gordon-7a1ab852/) - https://www.linkedin.com/in/kyle-gordon-7a1ab852/ Dillas Quesadillas (https://www.linkedin.com/company/dillas-quesadillas/) | LinkedIn - https://www.linkedin.com/company/dillas-quesadillas/ Dillas Quesadillas (https://www.dillas.com/) | Website - https://www.dillas.com Wisetails (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) Website - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast HotSchedules (https://www.fourth.com/) - https://www.fourth.com/ Olo (https://www.olo.com/) - https://www.olo.com/ Sling (https://getsling.com/) - https://getsling.com/ Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

10. 

    23 Jan 2025

    Creating High-Performing Teams Using Edutainment with Sam Worobec

    We’re joined by Sam Worobec (https://www.linkedin.com/in/samworobec/), Co-Founder at Training Simplified (https://www.linkedin.com/company/training-simplified/), a company revolutionizing corporate training by blending education with entertainment. With over 20 years of experience, Sam has played pivotal roles in scaling global development platforms for companies like Chipotle and Red Ventures, hiring and developing tens of thousands of leaders annually. Known for his innovative approach to fostering workplace culture, Sam shares how engaging and creative training methods can drive better results, improve retention and transform employee development. Key Takeaways: (03:05) Edutainment, a blend of education and entertainment, ensures training content is engaging, memorable and effective for learners. (07:07) Incorporating real-life perspectives, such as using a child actor to teach kids' meal preparation, humanizes training and enhances customer-focused service. (10:37) Transforming abstract concepts using visual representations, such as animated dots symbolizing guest flow, simplifies complex ideas and improves implementation. (16:50) Measuring training success through operational metrics provides actionable insights that go beyond completion rates and quizzes. (21:14) Sharing real employee stories in training resonates more with staff than top-down corporate messaging, creating a stronger connection and relevance. (22:53) Focus on operational metrics, such as 90-day turnover, rather than completion rates, to assess training success and align programs with measurable business outcomes. (26:17) Use tools like Google reviews, Yelp and receipt-based surveys to identify customer feedback trends. Start with one-star ratings and align training to address areas for improvement. (27:38) Create a culture that rewards improvement rather than penalizing mistakes to help address negative feedback and drive better customer experiences. Resources Mentioned: Sam Worobec (https://www.linkedin.com/in/samworobec/) - https://www.linkedin.com/in/samworobec/ Training Simplified (https://www.linkedin.com/company/training-simplified/) - https://www.linkedin.com/company/training-simplified/ Wisetail (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) | Website - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Medallia (https://www.medallia.com/) - https://www.medallia.com/ Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

11. 

    4 Dec 2024

    Unlocking Growth Through Team-First Leadership with Daniel Acuña at JM Valley Group

    Daniel Acuña shares how his company, JM Valley Group, achieves operational excellence through a culture-first approach, empowering teams and fostering retention across 24 Jersey Mike's locations.

12. 

    20 Nov 2024

    Finding Success with a Fair but Firm Culture with Carol Britt and Dunadel Daryoush at Georgetown Events Hospitality Group

    Carol Britt and Dunadel Daryoush of Georgetown Events Hospitality Group share insights on cultivating respect, buy-in, and tailored training approaches in a seasonal hospitality environment.

13. 

    5 Nov 2024

    Mastering the Art of Tech Buy-In with Thuy Ngo-Shaw at Black Rock Coffee

    We’re joined by Thuy Ngo-Shaw (https://www.linkedin.com/in/thuy-ngo-shaw-6367745/), Vice President of Learning and Development at Black Rock Coffee (https://www.linkedin.com/company/black-rock-coffee-bar/). Thuy brings over 25 years of experience in L&D, having led training initiatives for companies like P.F. Chang’s and SYNC3 Restaurant Solutions. Now, she’s spearheading Black Rock Coffee’s efforts to scale training for over 1,100 employees through web-based platforms. Thuy discusses her process of selecting and implementing tech solutions in the hospitality industry and shares her insights on building scalable training systems while maintaining company culture. Key Takeaways: (04:38) The tipping point for tech adoption is when personal or group training no longer scales. (06:34) ROI is not just about the numbers. Quantitative and qualitative returns must be considered when implementing tech. (08:05) Long-term tech partnerships are built on trust. (10:20) Selecting the right core team for tech implementation is essential. (17:50) Engage end users early in the tech adoption process to create buy-in and improve training effectiveness. (21:23) Measuring success takes time; be patient and set long-term KPIs. (23:56) Capturing tribal knowledge through a resource library and SOPs ensures long-term success and reduces the risk of knowledge loss. (29:46) No matter how advanced the technology, it will never replace the importance of people and organizational culture. Resources Mentioned: Thuy Ngo-Shaw (https://www.linkedin.com/in/thuy-ngo-shaw-6367745/) - https://www.linkedin.com/in/thuy-ngo-shaw-6367745/ Black Rock Coffee (https://www.linkedin.com/company/black-rock-coffee-bar/) | LinkedIn - https://www.linkedin.com/company/black-rock-coffee-bar/ Black Rock Coffee Bar (https://br.coffee/?srsltid=AfmBOopFhY-Z0dsfAdAgSSadVKqAkQ34Frb2IwC2oRUIaL2zTS72pG5p) | Website - https://br.coffee/?srsltid=AfmBOopFhY-Z0dsfAdAgSSadVKqAkQ34Frb2IwC2oRUIaL2zTS72pG5p Wisetail Website (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast SYNQ3 Restaurant Solutions (https://synq3.com/) - https://synq3.com/ Thanks for listening to the “Wise Tales” podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

14. 

    21 Oct 2024

    Moving the L&D Needle by Listening to Your Audience with Curt Archambault at People and Performance Strategies and CHART

    In this episode, we’re joined by Curt Archambault (https://www.linkedin.com/in/curtarchambault/), Consulting Partner at People and Performance Strategies (https://www.linkedin.com/company/people-and-performance-strategies/), and Education Strategist at the Council of Hotel and Restaurant Trainers (https://www.linkedin.com/company/council-of-hotel-and-restaurant-trainers/) (CHART). Curt shares insights from his extensive career, including his role at Jack in the Box, leading teams across multiple locations, and his work with notable brands like Alaska Airlines, Ben Bridge Jeweler and First Watch Restaurants. He also discusses his involvement with CHART and his passion for fostering leadership development and building high-performing teams. Key Takeaways: (03:10) The value of professional networks like CHART and the importance of actively engaging for personal and business growth. (08:18) DiSC assessments and self-awareness help teams understand individual strengths and improve collaboration. (11:15) Managing up is just as critical as managing teams, especially working in leadership roles. (12:19) Tools and training must be designed with the end user in mind to ensure adoption and long-term success. (18:14) Behind every data point is a story; it's essential to understand the context behind numbers to drive meaningful change. (22:48) Proactive learning and development strategies are key to staying ahead and ensuring credibility within organizations. (26:07) Partnering with other departments can help lighten the workload for learning and development professionals. (28:14) AI can significantly reduce development time for learning materials. Resources Mentioned: Curt Archambault (https://www.linkedin.com/in/curtarchambault/) - https://www.linkedin.com/in/curtarchambault/ People and Performance Strategies | Website (http://www.ppstrat.com) - http://www.ppstrat.com Council of Hotel and Restaurant Trainers | Website (http://www.chart.org) - http://www.chart.org ”The Five Love Languages” (https://www.amazon.com/Love-Languages-Secret-that-Lasts/dp/080241270X) - https://www.amazon.com/Love-Languages-Secret-that-Lasts/dp/080241270X Wisetail | Website (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Jay Hartwig's Wise Tales episode (https://open.spotify.com/episode/5f8gJSMeSI055brQEn8Jo0) - https://open.spotify.com/episode/5f8gJSMeSI055brQEn8Jo0 Jason Berkowitz’s Wise Tales episode (https://open.spotify.com/episode/10HPmDdpe2mKspXiZp3G6h) - https://open.spotify.com/episode/10HPmDdpe2mKspXiZp3G6h Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

15. 

    9 Oct 2024

    How To Rethink Engagement and Learning To Fuel Success: A Chart 106 Session Recap with Ali Knapp, Brittany McCulley, Kat Claypool and Max McGee at Wisetail

    In this episode, we are joined by Ali Knapp (https://www.linkedin.com/in/ali-knapp-753062a/), President of Wisetail (https://www.linkedin.com/company/wisetail/); Kat Claypool (https://www.linkedin.com/in/kat-claypool-a1970832/), Director of Sales; Max McGee (https://www.linkedin.com/in/max-mcgee-172404137/), Account Executive; and Brittany McCulley (https://www.linkedin.com/in/brittany-mcculley-0702a461/), Account Manager, all also working at Wisetail. They share insights from their experience at Chart 106 in Chicago, with a focus on creating engaging learning environments and enhancing training programs through empathy, technology and clear communication. Key Takeaways: (02:23) Setting clear learning expectations is crucial for creating a learning-first approach. (06:33) A needs assessment helps design intentional training programs that meet employees where they are. (10:07) Recognition programs reward employees and foster a sense of community. (12:51) Continuous learning encourages employees to explore other roles within the organization, aiding career growth. (18:34) Measuring L&D impact is critical; it shows up in metrics like retention, sales performance and compliance rates. (25:10) Creating a culture of empathy at every level enhances engagement and satisfaction. (30:17) Feedback loops improve L&D programs by aligning with employee needs and enhancing engagement. (34:08) Leveraging technology, like gamification, keeps employees engaged in continuous learning. Resources Mentioned: Ali Knapp (https://www.linkedin.com/in/ali-knapp-753062a/) - https://www.linkedin.com/in/ali-knapp-753062a/ Kat Claypool (https://www.linkedin.com/in/kat-claypool-a1970832/) - https://www.linkedin.com/in/kat-claypool-a1970832/ Max McGee (https://www.linkedin.com/in/max-mcgee-172404137/) - https://www.linkedin.com/in/max-mcgee-172404137/ Brittany McCulley (https://www.linkedin.com/in/brittany-mcculley-0702a461/) - https://www.linkedin.com/in/brittany-mcculley-0702a461/ Wisetail | LinkedIn - https://www.linkedin.com/company/wisetail/ Wisetail | Website (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Chart 106 Conference (https://www.chart.org/?fbclid=IwY2xjawFnNLVleHRuA2FlbQIxMAABHQt6-sn6Sp-usM0-uNe_24o9W-afcCxBS3zLv96yYUToPp4cF0zRlRXfmQ_aem_wguO3sLlosqDtkeme08nYg) - https://www.chart.org/?fbclid=IwY2xjawFnNLVleHRuA2FlbQIxMAABHQt6-sn6Sp-usM0-uNe_24o9W-afcCxBS3zLv96yYUToPp4cF0zRlRXfmQ_aem_wguO3sLlosqDtkeme08nYg How to Rethink Engagement & Learning to Fuel Success (https://wisetail.com/rethink-engagement-and-learning-to-fuel-success-chart-106/) - https://wisetail.com/rethink-engagement-and-learning-to-fuel-success-chart-106/ Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

16. 

    18 Sept 2024

    Lessons in Franchise Profitability with Jim Bitticks at Dave’s Hot Chicken

    We’re thrilled to be joined by Jim Bitticks (https://www.linkedin.com/in/jim-bitticks-cfe-0bb37515/), President and Chief Operating Officer at Dave’s Hot Chicken. Jim’s journey started at just 15 years old, and since then, he’s been instrumental in scaling brands like CKE, Blaze Pizza and now Dave’s Hot Chicken. Under his leadership, Dave’s Hot Chicken has grown from four locations to over 200, with plans for 1,000 by the end of 2024. In this episode, Jim shares the lessons from his vast experience and offers insights into the future of restaurant franchising and innovation. Key Takeaways: (04:55) Lessons learned from scaling Blaze Pizza. (06:20) Establishing core values for brand consistency. (07:42) Dave’s Hot Chicken’s origins as a parking lot pop-up. (09:22) The power of user-generated content. (14:22) Creative training videos to engage employees. (20:05) High Google ratings and ROI drive franchisee success. (24:33) PlayerLync (now Wisetail) ensures smooth video training without buffering. (35:31) Automation reduces stress and boosts efficiency. (38:10) Innovation is led by collaboration and tech solutions. Resources Mentioned: Jim Bitticks (https://www.linkedin.com/in/jim-bitticks-cfe-0bb37515/) - https://www.linkedin.com/in/jim-bitticks-cfe-0bb37515/ Dave's Hot Chicken | Website (https://franchise.daveshotchicken.com/dhcfranchising/) - https://franchise.daveshotchicken.com/dhcfranchising/ Wisetail | Website (https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast) - https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

17. 

    11 Sept 2024

    Pairing People and Technology To Rethink Learning and Fuel Success with Jay Hartwig at Fox Restaurant Concepts (recorded at Chart 106)

    Jay Hartwig (https://www.linkedin.com/in/jay-hartwig-a8a0456/), Director of People and Retention at Fox Restaurant Concepts (https://www.linkedin.com/company/foxrestaurantconcepts/), shares his insights on fostering a culture of growth and retention within the dynamic restaurant industry. With over 25 years of experience, Jay discusses the nuances of managing diverse brands and the importance of human connection in training and development. Key Takeaways: (04:56) Leveraging technology like Wisetail for training, while maintaining person-to-person interaction, is key to successful onboarding. (07:33) Setting early expectations and fostering a driven culture at Fox Restaurant Concepts encourages growth and attracts like-minded individuals. (09:38) First impressions during orientation are critical; a well-organized, welcoming start increases long-term retention. (13:57) Despite the need for efficiency, the human component remains more important than technology at Fox Restaurant Concepts. (15:43) Technology accelerates processes, but maintaining the human component is crucial to avoid becoming like everyone else. (17:29) Encourage leaders to express appreciation openly; mentorship and shared experiences can positively impact team morale and career growth. (20:00) The Council for Hotel and Restaurant Trainers (CHART) provides a unique space for hospitality trainers to share ideas, learn from each other and grow by stepping out of their comfort zones. Resources Mentioned: Jay Hartwig (https://www.linkedin.com/in/jay-hartwig-a8a0456/) - https://www.linkedin.com/in/jay-hartwig-a8a0456/ Fox Restaurant Concepts (https://www.linkedin.com/company/foxrestaurantconcepts/) | LinkedIn - https://www.linkedin.com/company/foxrestaurantconcepts/ Fox Restaurant Concepts | Website (http://www.foxrc.com) - http://www.foxrc.com Wisetail | Website (https://www.wisetail.com) - https://www.wisetail.com CHART: An Association of Hospitality Trainers (https://www.chart.org/) - https://www.chart.org/ How to Rethink Engagement & Learning to Fuel Success (https://wisetail.com/rethink-engagement-and-learning-to-fuel-success-chart-106/) - https://wisetail.com/rethink-engagement-and-learning-to-fuel-success-chart-106/ Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #AIInnovation #DisruptiveInnovation #DigitalTransformation #DigitalInnovation

18. 

    21 Aug 2024

    The Evolution of Learning and Content with Jason Berkowitz at Arrow Up Training

    Today, we sit down with Jason Berkowitz (https://www.linkedin.com/in/jasondberkowitz/), Founder at Arrow Up Training (https://www.linkedin.com/company/arrowuptraining/), to discuss the evolving landscape of training and content delivery in the service and hospitality industries. Jason shares his journey from scaling restaurant companies to launching Arrow Up Training, focusing on practical, engaging and authentic training methods that resonate with today’s multigenerational workforce. Through his experience, Jason provides insights on how businesses can enhance consistency, trust and retention by fostering a culture of authenticity and practical training. Key Takeaways: (03:20) The shift to digital training has democratized content creation, making it accessible and authentic, while emphasizing the importance of consistency across all locations. (07:58) Micro training combined with storytelling and mixed media appeals across all generations, enhancing engagement and retention by making content more digestible and relatable. (11:09) Incorporating real-life stories and diverse media formats into training keeps learners engaged, personalizes the experience and reinforces the content's relevance and relatability. (14:14) Effective training should be brief, intentional and practical, incorporating specific triggers and regular reinforcement to ensure learners retain and apply the information in real-life scenarios. (16:31) Successful organizations engage employees by involving them in creating and sharing authentic stories and experiences, fostering a bottom-up approach that resonates more deeply than top-down corporate messaging. (18:45) Crowdsourcing from employees to create relatable, updated content fosters a more authentic culture and attracts a workforce that values clarity and relevance over rigid corporate language. (22:17) For critical content like compliance training, it's essential to balance high production value with authenticity, ensuring both professionalism and relatability in the final product. (26:45) Building an effective training program requires focusing on what’s most important, leveraging industry knowledge and continuously learning and adapting to stay relevant in a rapidly changing world. (32:52) Building strong relationships and providing regular, structured reminders are key to effective management, enhancing employee retention and creating a positive, engaged workplace environment. Resources Mentioned: Jason Berkowitz (https://www.linkedin.com/in/jasondberkowitz/) - https://www.linkedin.com/in/jasondberkowitz/ Arrow Up Training | Website (https://arrowuptraining.com/) - https://arrowuptraining.com/ Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #CompanyCulture #AIInnovation #DisruptiveInnovation #Technology #DigitalTransformation #DigitalInnovation #AI

19. 

    9 Aug 2024

    Implementing Innovation in the Workplace with Rachael Nordby and Ali Knapp at Intertek

    For our inaugural episode, we’re joined by Rachael Nordby (https://www.linkedin.com/in/rachaelnordby/), Senior Global Digital Innovation Manager at Intertek (https://www.linkedin.com/company/intertek/), and Ali Knapp (https://www.linkedin.com/in/ali-knapp-753062a/), Head of Digital Innovation at Intertek and President of Wisetail (https://www.linkedin.com/company/wisetail/). Rachael and Ali discuss the dynamic realm of innovation and technology, focusing on how companies can leverage these tools to navigate and thrive. They share their experiences from Innovation Week and talk about the importance of a diverse and inclusive approach to innovation and how technology, including AI, can be used to optimize workflows and drive efficiencies. Key Takeaways: (03:10) Innovation is about embracing opportunities to try new things and push boundaries, as demonstrated by Intertek's comprehensive role in ATIC (Assurance, Testing, Inspection and Certification). (06:10) Innovation allows businesses to view and address constraints differently, enhancing efficiency and perspective, particularly through technology's impact on the frontline workforce. (08:10) Intertek's Innovation Week brought together 25 global participants from 12 countries and 11 business lines, fostering intense collaboration and structured ideation, resulting in five viable ideas ready for executive pitch. (10:24) Intertek's gamified Innovation Challenge demonstrated how involving the entire organization in innovation can lead to impactful ideas, while day-to-day efficiencies shared through platforms like Wisetail can drive significant improvements on a global scale. (13:15) Whether a large company like Intertek or a smaller organization, fostering a culture of innovation involves encouraging suggestions, utilizing diverse perspectives and avoiding the repetition of the same ideas to address blind spots and enhance learning programs. (15:48) Ensuring everyone has a voice and leveraging user-generated content, as seen in Wisetail's platform and Intertek's inclusive approach, fosters a culture of innovation and engagement, especially in frontline sectors. (18:36) Innovation Week at Intertek sparked exciting ideas that combine human and technological collaboration to optimize work, illustrating the power of leveraging core strengths and market awareness to stay ahead of customer needs. (24:36) Providing employees with the necessary information for their jobs enables them to focus on innovation and efficiency, and leveraging AI to handle data can free up skilled workers for higher-value tasks and additional services. Resources Mentioned: Rachael Nordby (https://www.linkedin.com/in/rachaelnordby/) - https://www.linkedin.com/in/rachaelnordby/ Intertek (https://www.linkedin.com/company/intertek/) | LinkedIn - https://www.linkedin.com/company/intertek/ Intertek | Website (https://www.intertek.com/) - https://www.intertek.com/ Ali Knapp (https://www.linkedin.com/in/ali-knapp-753062a/) - https://www.linkedin.com/in/ali-knapp-753062a/ Wisetail (https://www.linkedin.com/company/wisetail/) | LinkedIn - https://www.linkedin.com/company/wisetail/ Wisetail | Website (https://wisetail.com?utm_source=wisetalespodcast&utm_medium=wtwebsite&utm_campaign=wisetales-ep1) - https://wisetail.com?utm_source=wisetalespodcast&utm_medium=wtwebsite&utm_campaign=wisetales-ep1 Thanks for listening to the Wise Tales podcast. Be sure to leave us a review and subscribe so you never miss an episode! #LearningAndDevelopment #OrganizationalCulture #CompanyCulture #AIInnovation #DisruptiveInnovation #technology #DigitalTransformation #digitalinnovation #ai

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

YouTube views

5,506

Score snapshot 15 Sept 2025

Apple Podcasts (US)

5.0 / 5

9 ratings

Podcast Authority Score: 57 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

75

Social presence

0

YouTube

68

Engagement

32

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Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.