QSR May 2023

First page Table of contents Cover Next page Last page

Animated publication

EVOLVING QUICK SERVICE FOR THE FUTURE

MAY 2023 / NO. 303

COFOUNDER TRAV BOERSMA (LEFT) IS LEADING DUTCH BROS INTO NEW TERRITORY— FIGURATIVELY AND LITERALLY— WITH PRESIDENT

CHRISTINE BARONE AND CEO JOTH RICCI .

How Dutch Bros is evolving from a West Coast favorite to a nationally recognized brand. | P. 30 | Dutch Dynasty

PLUS:

Potbelly’s Big Comeback P. 52 Can Burger King Reclaim its Flame? P. 60

+NRA SHOW SPECIAL SECTION:

SOLUTIONS & EQUIPMENT /P. 97

Bold FROM BEAN TO CHIP TO BEVERAGES

GROW YOUR SALES WITH GHIRARDELLI BRAND POWER

Crafted with rich dutched cocoa and real milk powder, Dark Chocolate Chip Frappé Mix features premium chocolate chips perfected by Ghirardelli for an extra bold chocolate experience. Simply add your signature ingredients, blend and impress. Order your FREE samples at 800.877.9338 or professionalproducts@ghirardelli.com

SIMPLY MIXOLOGY WINS A 2023 FABI AWARD!

Visit booth #4401 for more from Coca-Cola

COSTA COFFEE SMART CAFÉ WINS 2023 KITCHEN INNOVATION AWARD!

Visit booth #4401 for more from Coca-Cola

An Opportunity to Spread Joy

Franchise with IHOP and bring a sense of joy to your community. We have opportunities in select, prime markets and non-traditional venues for qualified restaurant operators and developers with varied incentives for development.*

• Widely recognized and loved brand in family dining where guests feel welcomed and can enjoy classic favorites and craveable menu innovations any time of day • A powerhouse brand that is a part of Dine Brands Global, a publicly traded company and one of the largest restaurant groups in the U.S. • A dynamic brand that aims to deliver on popularity, relevancy, adaptability, and support • An established franchise system with a business model and flexible design—from conversions to freestanding, endcap, in-line and non-traditional—adaptable across varied venues

*Subject to Franchise Agreement and Development Agreement Terms © 2023 IHOP Franchisor LLC. This is not an offer to sell a franchise. An offer can be made only by means of a Franchise Disclosure Document that has been registered and approved by the appropriate agency in your state, if your state requires such registration, or pursuant to availability and satisfaction of any exemptions from registration.

May

+NRA SHOW SPECIAL SECTION:

TABLE OF CONT ENT S

MAY 2 0 2 3 # 3 0 3

SOLUTIONS & EQUIPMENT /P. 97

QSR / LIMITED-SERVICE, UNLIMITED POSSIBILITIES

DEPARTMENTS

FEATURES

N E W S

26 FRANCHISE FORWARD Championing Black Excellence A Ben & Jerry’s franchisee finds balance in business and education. BY SATYNE DONER 84 OPERATIONS Stacking the Deck with Tech WOWorks gives operators multiple pieces of digital innovation. BY SATYNE DONER 17 FRESH IDEAS Examining the Cookie Craze The dessert segment is exploding out of COVID. BY BARNEY WOLF 88 OUTSIDE INSIGHTS See You in Chicago! The former Firehouse leader previews the National Restaurant Association Show. BY DON FOX 94 START TO FINISH Max Sheets Chick N Max is hitting on all cylinders with its franchise restaurant program. I N S I G H T

30 / Aboard the Java Journey BY BEN COLEY

Across 30 years, Dutch Bros has grown from a pushcart to the third-largest co ee chain in the U.S. It wouldn’t have gotten there without its not-so-secret weapon— building a people-first culture.

DUTCH BROS

42 The Pizza Wars’ Next Chapter BY SAM DANLEY A slew of headwinds has category leaders rethinking their playbooks.

52 A Pot of Gold BY DANNY KLEIN Potbelly has never lacked for brand anity. But it’s just now starting to realize that massive potential.

60 Reclaim the Flame BY DALE BUSS Can a proven turnaround expert get Burger King back on solid footing? He’s betting $30 million on it.

68 How Good is Fast Casual at Order Ahead? BY DANNY KLEIN The fast-casual world emerging from the pandemic has a new set of rules to play by.

T I O N A L R E

0 2 3

3 ,

—

P.76

•

C I

6 BRANDED CONTENT

8 EDITOR’S LETTER

11 SHORT ORDER

112 ADVERTISER INDEX

ON THE COVER From left, Trav Boersma, Christine Bar one, and Joth Ricci are taking Dutch Bros to new heights. PHOTOGRAPHY: DUTCH BROS

QSR is a registered trademark of WTWH Media, LLC. QSR is copyright © 2023 WTWH Media, LLC. All rights reserved. The opinions of columnists are their own. Publication of their writing does not imply endorsement by WTWH Media, LLC. Subscriptions (919) 945-0704. www.qsrmagazine.com/subscribe. QSR is provided without charge upon request to individuals residing in the U.S. meeting subscription criteria as set forth by the publisher. AAM member. All rights reserved. No part of this magazine may be reproduced in any fashion without the express written consent of WTWH Media, LLC. QSR ( ISSN 1093-7994 ) is published monthly by WTWH Media, LLC, 1111 Superior Avenue Suite 2600, Cleveland, OH 44114. Periodicals postage paid at Cleveland, OH and at additional mailing offices. POSTMASTER: Send address changes to QSR, 101 Europa Drive, Suite 150, Chapel Hill, NC 27517-2380.

www.qsrmagazine.com | QSR | MAY 2023

Increased Throughput for Maximum Efficiency Efficiency

assaabloyentrance.us

Allow us to introduce the ASSA ABLOY SL500 Express door series. Designed to be used as either an automatic window or an automatic door, our patent-pending design helps maximize throughput, keeping your customers moving along.

Learn more Contact Ross.Merkling@assaabloy.com or call 704-221-2068

BRANDED CONTENT

E D I TOR I AL EDITORIAL DIRECTOR Danny Klein dklein@wtwhmedia.com

BRAND STORIES FROM QSR

QSR EDITOR Ben Coley bcoley@wtwhmedia.com FSR EDITOR Callie Evergreen cevergreen@wtwhmedia.com ASSOCIATE EDITOR Sam Danley sdanley@wtwhmedia.com

IN THIS ISSUE

22 Restaurant Communication: Why Operators Need a Total Solution With drive-thru business up, greater efficiency is necessary. SPONSORED BY HME HOSPITALITY AND SPECIALTY COMMUNICATIONS

28 How Restaurants Can Level Up Their Cash Management

CUSTOM MEDIA STUDIO DIRECTOR OF CUSTOM CONTENT Peggy Carouthers pcarouthers@wtwhmedia.com ASSOCIATE EDITOR, CUSTOM CONTENT Charlie Pogacar cpogacar@wtwhmedia.com ASSOCIATE EDITOR, CUSTOM CONTENT Kara Phelps kphelps@wtwhmedia.com

PAYIQ / ISTOCK

New Research: What Executives and Customers Really Think of Loyalty Customers love personalization, but it’s tough to manage at scale. SPONSORED PAYiQ

ART & PRODUCTION ART DIRECTOR Tory Bartelt tbartelt@wtwhmedia.com GRAPHIC DESIGNER Erica Naftolowitz enaftolowitz@wtwhmedia.com PRODUCTION MANAGER Mitch Avery mavery@wtwhmedia.com

ADOBE STOCK / MICHAEL IRELAND

As restaurants automate to find cost and labor savings, cash management is often overlooked. SPONSORED BY LOOMIS

HME HOSPITALITY AND SPECIALTY COMMUNICATIONS

SALES & BUSINESS DEVELOPMENT GROUP PUBLISHER Greg Sanders gsanders@wtwhmedia.com NATIONAL SALES DIRECTOR Eugene Drezner edrezner@wtwhmedia.com 919-945-0705 NATIONAL SALES MANAGER Edward Richards erichards@wtwhmedia.com 919-945-0714 NATIONAL SALES MANAGER Amber Dobsovic adobsovic@wtwhmedia.com 919-945-0712 NATIONAL SALES MANAGER John Krueger jkrueger@wtwhmedia.com 919-945-0728 SALES SUPPORT AND DIRECTORY SALES Tracy Doubts tdoubts@wtwhmedia.com 919-945-0704

MAY 2023

SOLUTIONS & EQUIPMENT

NRA SHOW SPECIAL SECTION

MAY 2023

I•N•S•I•D•E 98 Monin 100 SSI Schaefer 102 SEB Professional 104 phade products 106 The Nacey Group 108 Vitamix Commercial 110 Frozen Beverage Dispensers

The last couple of years have been a roller coaster for the franchising industry as a whole, even for brands that don’t necessarily fit within the quick-service restaurant space. As consumers gradually returned to dining out and enjoying more time away from home,

SOLUTIONS & EQUIPMENT

Innovation and opportunities abound in the beverage space. These companies and vendors are making waves.

brands have also had to contend with supply chain issues and chronic labor shortages throughout the hospitality industry.

BEVERAGE SOLUTIONS & EQUIPMENT | MAY 2023

98 Now Serving ‘Swicy:’ Two Sweet and Spicy New Flavors from Monin

102 How Auto mation in the Coffee Space Is Improving Both Oper ations and the

108 For Smoothie King, Being Consistently Good Is the Formula for Growth SPONSORED BY VITAMIX COMMERCIAL

FOUNDE R Webb C. Howell

110

SEB PROFESSIONAL

ADMINISTRATION 919-945-0704 / www.qsrmagazine.com/subscribe QSR is provided without charge upon request to individuals residing in the U.S. who meet subscription criteria as set forth by the publisher.

Customer Experience SPONSORED BY SEB PROFESSIONAL

104 For an Easy Top-Line Growth Strategy, Try Sustainability SPONSORED BY PHADE PRODUCTS 106 Control the Cost of CO 2 by Taking Control of Your Equipment SPONSORED BY THE NACEY GROUP

R E P R I NT S The YGS Group 800-290-5460 FAX: 717-825-2150

MONIN

qsrmagazine@theygsgroup.com www.qsrmagazine.com/reprints Sponsored content in this magazine is provided to the represented company for a fee. Such content is written to be informational and non-promotional. Comments welcomed at sponsoredcontent@qsrmagazine.com.

SPONSORED BY PAYIQ

NEW RESEARCH: What Executives and Customers Really Think of Loyalty

aren’t being met, and 42 percent of that group says they’ll leave if they aren’t being rewarded quickly. “Those numbers tell us that people are hungry for personalization,” Byrnes says. “They want their needs anticipated. They want re wards built on an understanding of their purchase behavior and menu preferences, and the big challenge is they expect this kind of loyalty oering from the very first signup. They expect a reward before you’ve even had any time to collect a scrap of data on their purchase behavior or what they like o the menu.” The survey also reveals the chal

“Customers now expect a lot of value up front, so that creates a conundrum.”

lenges executives face when grow ing personalized loyalty programs. Of course, properly integrating sys tems into the back oce is a major undertaking in itself, but as the results of the survey suggest, that’s when the going gets really tough.

Forty-two percent of executives say they’re struggling to convey the value of their rewards to customers. “Customers now expect a lot of value up front, so that creates a conun drum. Loyalty programs today have to be able to convey that value immediately, or they run the risk—as we’ve seen—of near-term abandonment and attrition,” Byrnes says. “Cus tomers have a desire to have a more personal relationship with the brand, and that hasn’t been lost on leadership. Because of this shift in the landscape, nine out of 10 executives surveyed now feel that los ing loyalty members is inevitable if they can’t find a way to provide a more personalized experience. What’s more, 75 percent of these executives say that diners are leaving loyalty programs because they don’t feel valued.” Even with a strong loyalty program laser-focused on customer preferences, there are still limits to what brands can do. Customers might only open their loyalty apps—and self-identify—to get points or redeem rewards on large orders. “You’re missing out on learning who your customers really are,” Byrnes says. Payments Intelligence® by PayiQ allows restaurants to securely gather first-party data on every customer who pays at a restaurant with a card. “Payments Intelligence augments your current loyalty program to identify customer behavior patterns,” Byrnes says. “It gives you the ability to leverage data to reach your customers in the highly personal ized ways they want to see, with the infrastructure you’ve already cre ated, without requiring any extra eort on the part of your employees or the customer.” ◗

I n the wake of COVID-19, quick-service restaurant customers have completely changed how they interact with their favorite brands. They want—and expect—loyalty programs to be an “Amazon-like experience,” says Tom Byrnes, senior vice president of marketing at PayiQ. Customers are looking for intensely personalized experiences, and brand executives aren’t always sure how to oer it to them. PayiQ recently commissioned a survey on loyalty programs from the independent research firm Wakefield Research. The survey sheds light on just how much consumers love loyalty programs today, and, on the flip side, how challenging these programs are to grow. A massive 91 percent of customers say a personalized loyalty experi ence is worthwhile, and 50 percent say they can’t live without it. At the same time, however, 69 percent say they’ll drop a program if their needs Customers love personalization, but it’s tough to manage at scale. / BY KARA PHELPS

To learn more, visit pay-iq.com / payments-intelligence.

PAYIQ / ISTOCK

MAY 2023 | QSR | www.qsrmagazine.com

Get Secure Customer Data on 100% of Your Card-Paying Customers

Payments Intelligence® brings you detailed insights on all your diners that pay with a card. Every transaction helps build a secure, anonymized customer that contains: Unlock Amazon-level personalization by leveraging first-party data with Payments Intelligence ® .

Frequency of visits

Usual time of visit

Locations visited

Average ticket size

Menu preferences

And more

PayiQ’s Payments Intelligence® solution seamlessly turbocharges your loyalty program, driving long-lasting customer relationships and delivering better ROI.

Visit Pay-iQ.com to Learn More

SUCCESS WITH MULTI UNIT FRANCHISE OPPORTUNITIES

BUILD NEW OR ACQUIRE EXISTING LOCATIONS

INVEST IN MODERN, FRESH FORWARD RESTAURANT DESIGNS

LEVERAGE MULTIPLE REVENUE STREAMS

ENGAGE WITH BRAND LEADERSHIP FOCUSED ON FRANCHISEE PROFITABILITY

SAME -STORE SALES GROWTH IN NORTH AMERICA (TOP THREE QUARTILES, ABOUT 17,000 RESTAURANTS) 12.5%

7.8% FULL SYSTEM SALES GROWTH *COMPARED TO 2021 IN NORTH AMERICA

EXPAND YOUR PORTFOLIO AT SUBWAYFRANCHISE.COM

| GROWTH AND DEVELOPMENT | fresh ideas THE COOKIE SEGMENT IS EXPANDING WITH COMPETITIVE, EMERGING BRANDS ACROSS THE U.S.

Examining the Cookie Craze The dessert category is quickly saturating with serious franchise players.

BY BARNEY WOLF

C ookies are baking in more than just chocolate chips these days. The popular confections comprise America’s latest des sert-based store craze, joining past favorites like artisan ice cream, cupcakes that trended in the early 2000s, and frozen yogurt, which has been in expansion mode a couple of times. Gourmet cookie operators have exploded onto the scene, expanding both internally and through franchise deals that could add hundreds of new stores across the country. The burgeoning

competition has led some observers to say the “Cookie Wars” have begun. That phrase took a more literal turn last year after fast-growing national chain Crumbl, based in Linton, Utah, filed lawsuits against two smaller Utah-based players, alleging copyright infringement. These actions eventually garnered the social media hashtag “#UtahCookieWars.” Using a combat term seems a bit overdramatic for the humble

ADOBE STOCK / B.G. PHOTOGRAPHY

www.qsrmagazine.com | QSR | MAY 2023

fresh ideas

| GROWTH AND DEVELOPMENT |

“These operations are attractive now as they can operate in a much smaller footprint, require less labor, have tight stock so management is easier, and can be more flexible with their hours,” explains Maeve Webster, president of Vermont based foodservice consultant Menu Matters. Initial investments for these franchised units are relatively low. Young consumers remain willing to spend on decadent items like big, gooey, rich cookies that offer the “full, immersive sensory experience” and can play with colors and textures, Webster notes. Plus, “cookies are nostalgic, but infinitely variable,” appealing to various customers. That last point is basically echoed by almost everyone in the cookie business. “I think that cookies are timeless,” says Sarah Wilson, chief executive of yet-another Utah based cookie company, Chip Cookies, which launched in 2016 and has about a dozen units in several states. The cookie “is more American than pie. It is embedded in our communities and our diet.” Jenn Johnston, Quick Service Division pres ident of Great American Cookies’ parent FAT Brands, agrees, noting, “Almost everybody loves cookies to some degree, so it is a fun busi ness model.” Unlike newbies like Chip Cookies, Cookie Plug, and Crumbl, Great America Cookies is a veteran.

GREAT AMERICAN COOKIES (BOTTOM) HAS CO-BRANDED STORES WITH MARBLE SLAB CREAMERY.

cookie, even if multiple chains are intent on growth. “It depends on who is using the term and how it is being used,” says Chris Wyland, chief executive of Cookie Plug, based in Riv erside, California. To him, the phrase is a quick way to describe the sudden creation of many fresh-baked cookie chains and the resulting frenemies. Cookie Plug, which features a hip-hop vibe and cookies that are 4 inches in diameter and an inch high, has three dozen com pany and franchised units. “I don’t think anyone is going to confuse us with Crumbl,” which has more than 700 bakery stores nation wide, he says. There are several reasons why cookie chains are increasingly taking center stage.

The franchised gourmet cookie chain, which claims about 370 bak eries, launched in 1977 with its original chocolate chip cookie recipe. In that time, the company has seen several dessert trends come and go. “Different concepts have their time,” Johnston says, and the recent growth in gourmet cookies accelerated due to post-pan demic consumer behavior. “People have been turning to indulgent treats,” adding this response extends beyond individuals to fami lies and groups. Great America Cookies focuses on all these factions, not only through its many scoop-and-bake cookie varieties, but also its popular—and high revenue—cookie cakes, which are “a point of celebration and sets us apart,” she adds. Additionally, the com pany is increasingly co-branding units with FAT Brands’ Marble

COOKIE PLUG (2), GREAT AMERICA COOKIES

MAY 2023 | QSR | www.qsrmagazine.com

CHICKEN SANDWICH MEET YOUR NEW BFF . (BEST FLAVOR FOREVER)

Get ready to take your chicken sandwich game to new heights with Mike’s Hot Honey® . Our delicious sauce is the perfect addition to any sandwich, adding a burst of flavor that will keep your customers coming back for more. Request a sample today and see why Mike’s Hot Honey is the new BFF (Best Flavor Forever) of chicken sandwiches: mikeshothoney.com/sample

Mike Hot H ey Bun H ey Bun by Melt H ey Melt Shop NY

| GROWTH AND DEVELOPMENT | fresh ideas

a gourmet cookie delivery service and since has added physical stores. When Wilson and her husband, Sean, launched the company, “we saw a gap in the market for a warm gour met cookie,” she says. “When we started we thought our customers were going to be pregnant women,” but they quickly discovered it could be much more inclusive. Chip has four standard big, hot cookies—the OG (orig inal chocolate chip) and Biscoff Chip among them—plus hundreds of recipes for one more that rotate weekly, and all stand up well in delivery. Wilson states product qual ity is key to the company’s growth beyond its 11 original, company-owned units to new franchised stores in the 50-plus territories it has sold. “You have one product, so it better be the best cookie,” she says. That extends to delivery, including experiment ing with drone service. “We historically have done our own delivery,” she notes. “We find that with third party that last mile doesn’t always work out. Controlling the quality is important.” Cookie Plug’s chocolate-chip cookie is also named OG, and that moniker—urban slang for something original— fits in nicely with the company’s hip-hop ambiance. The stores feature 15 daily thick cookies, including three keto, called “phatties”—another takeoff on urban lingo—with names like SnooperDoodle, a snickerdoodle referencing well-known rapper, Snoop Dogg. An advantage of a concept like Cookie Plug, CEO Wyland says, is the relatively low cost to open and oper ate stores. Cookies are prepared off-site and baked in shops, requiring only a few employees daily to run each 800- to 1,000-square-foot unit. The average ticket is $23, as most customers buy several cookies to take away. Cookie Plug has some 180 units in development and projects 50 openings this year, Wyland states. “It’s always great to sell deals, but we want to be strategic and open successfully.” At this point, “There is room for multiple players, and room for everyone to play well,” he notes. Still, “You need to have a great product; you can’t just throw it out there.” Eventually, a shakeout may come, according to ana lyst Webster. “There’s always the danger of over-saturation of the marketplace when too many operations focus on only one category,” she explains. There’s also a danger that chains that grow too quickly “will result in variability, availability, etc.” that can damage a brand. Smart operators will constantly look to create expe riences that will tie consumers to the brand, including creating a social media presence, as Crumbl has done. “If it’s just a good cookie, that going to be less compel ling,” Webster says, “because there are a lot of good cookies out there.”

CHIP COOKIES BEGAN IN 2016 AS A GOURMET DELIVERY BUSINESS.

Slab Creamery, creating multi-option dessert outlets. Chip Cookies is among the originators of the recent boom of fresh-baked gourmet cookies, born in Wilson’s off-hours crav ings—while pregnant in Los Angeles—for a warm, hot chocolate chip cookie delivered to her home. The business began in 2016 as

Barney Wolf is a regular contributor to QSR and is based in Ohio.

CHIP COOKIES (2)

MAY 2023 | QSR | www.qsrmagazine.com

Whether you’re a quick service restaurant or full service restaurant with a breakfast program, Mother Parkers is here to partner on your tea and coffee needs through: • Brands that meet a variety of tastes • Surety of supply • Insights to drive growth 74% OF COFFEE DRINKERS HAVE CHANGED THEIR TASTES. * OUR LINE UP HELPS YOU KEEP THEM HAPPY.

Get in touch with us at mother-parkers.com/contact-us to learn how we can help.

Visit mother-parkers.com for more.

* Please see our Report titled Recovering Out-of-Home Coffee and Morning Daypart Consumers on our website https://www.mother-parkers.com/insight-industry-news/

SPONSORED BY HME HOSPITALITY AND SPECIALTY COMMUNICATIONS

AI allows teams to increase operational eciencyandfocusonotherimportant duties while the system automatically takes customers’ orders and sends them to the POS to process. Crew members can be relocated to stations where per sonable, face-to-face interactions will have the greatest impact on customer service and satisfaction. “By integrating AI voice ordering solutions with your NEXEO | HDX platform, you provide an additional tool to help your team succeed,” Bertellotti says.

Other features of the NEXEO | HDX platform include tap-to connect headset registration, unlimited headset pairing, color touchscreen display, system diagnostics, and integration with the HME ZOOM Nitro Timer, which audibly alerts team members when certain metrics need their attention. “NEXEO | HDX delivers critical information—from other systems and team members—to key employ ees when it matters most,” Bertellotti says. ◗ A comprehensive restaurant com munications platform keeps crews con nected to key areas of the operation, and it can integrate with other solutions like voice AI providers and timer systems. “A total solution is about providing critical informationtokeystawhenitmatters most,” Bertellotti says. “Whether you’re calling a crew member to clean up a spill in the dining area or delivering alerts from your timer to your headset, a total communicationsolutionenablesyourteamtoincreaseeciencyand provide a greater customer experience.” The NEXEO | HDX platform is one such solution. It delivers fully digital end-to-end audio, eliminating hum and noise even to voice AI systems. NEXEO | HDX’s Digital Audio enhances the drive-thru ordering experience, allowing the AI system to “hear” customers in high-definition audio—critical to ensuring order accuracy. Cloud connectivity also helps operators remotely manage and future-proof their entire store base. As their business and technology needs grow, NEXEO | HDX will grow with them, delivering advanced technology and functionality to support their ever-changing needs.

ong after pandemic lockdowns, drive-thru and off-premises orders continue to take a larger slice of total sales—and restau rants are changing to accommodate their customers’ needs. Some brands are expanding and perfecting drive-thru lanes, while others are focusing on mobile orders via third parties and loyalty programs. Operators must figure out how to provide the same level of excellent service in these new configurations while managing the current ongoing fluctuations in labor. To navigate the challenges of higher trac through multiple or der points, it’s more important than ever for restaurant teams to be able to communicate seamlessly with each other. “Restaurants are evolving in shape and size, which means communication needs are changing, too,” says Jason Bertellotti, president of HME Hospital ity and Specialty Communications. “A total solution for restaurant communicationenablesoperatorstomanagethesignificantlyhigher volumes more effectively at every touchpoint—mobile order and curbside pickup, walk-up windows, drive-thru lanes, front counter, dine-in service, and any additional service areas.” Brands are also beginning to test the capabilities of artificial intel ligence () voice ordering systems. Amid stang fluctuations, voice

HME HOSPITALITY AND SPECIALTY COMMUNICATIONS

MAY 2023 | QSR | www.qsrmagazine.com

Voice AI Ordering is Just the Beginning.

Meet NEXEO | HDX™ NEXEO takes communication beyond the drive-thru and into key areas of your restaurant, increases efficiency with voice commands and group conversations, and seamlessly supports voice AI ordering. And that’s just the beginning.

“ OK NEXEO, Volume 10. ”

“OK NEXEO, Change Lanes.”

“ OK NEXEO, Talk to Lane 1. ”

The Fully Digital Solution for Drive-Thru and Beyond 866.577.6721 | www.hme.com/nexeo

DEPARTMENT ONES TO WATCH

Big Dave’s Cheesesteaks An Atlanta transplant is tapping into his West Philly roots to build a sandwich empire. BY SAM DANLEY

point he faced a potential jail sentence for drug trafficking, but a stroke of luck helped him avoid spending time behind bars and gave him an unexpected second chance. Hayes started Big Dave’s to honor his father, David Hayes, who he watched die from cancer in 2009. Before moving to Atlanta, he promised the patriarch that he’d turn his life around and start his own busi ness. He made good on that pledge when he set up shop in a 750-square-foot gas sta tion in the northern suburb of Dunwoody. It was there that he started serving up fla vors from his hometown in the form of beef, chicken, and salmon cheesesteaks. “I want people to know that they’re get ting something authentic, because I’m from West Philly,” Hayes says. “The marriage between that authenticity and the special way I do things is what sets us apart.” He points to the signature Dave’s Way sandwich as an example. It comes with onions, sweet peppers, banana peppers, and mushrooms, plus American cheese, provo lone cheese, and Cheese Whiz, all served on a traditional Amoroso’s roll. That’s differ ent from what you’ll find in Philadelphia, where the sandwiches come with just one type of cheese. Hayes also prides himself on Big Dave’s seasoning, which is now sold as a standalone product in-store and via the company’s website. Beyond the flagship cheesesteaks, the menu includes hand-rolled egg rolls, wings, Philly fries smothered in cheesesteak fix ings, and a selection of Philly-inspired salads and beverages. Hayes says it didn’t take long for Big Dave’s to develop a loyal following. Still, those early days at the gas station weren’t a walk in the park. He was cash-strapped, learning how to run a restaurant in real time, and dealing with faulty equipment. A passion for cooking and CONTINUED ON PAGE 92

into one of the region’s fastest-growing busi nesses. Its footprint now spans four stores across the city, along with a food truck and three units in Mercedes-Benz Stadium, home of the NFL’s Atlanta Falcons. Hayes has become a rising star in the restaurant industry with his award-win ning take on West Philly fare. In 2021 he was named to the Forbes Next 1,000 List. Last year, he graced the cover of Essence Magazine alongside his partner and fellow restaurateur Pinky Cole, founder of Atlanta based Slutty Vegan. Hayes has also been nationally recognized by Good Morning America, Black Enterprise, RevoltTV, Peo ple Magazine, Red Table Talk, and more. Success hasn’t come easy. In fact, it almost didn’t come at all. Hayes ran into trouble with the law as a young adult. At one

FOUNDER: Derrick Hayes HEADQUARTERS: Atlanta YEAR STARTED: 2014

TOTAL UNITS: 4 restaurants in Atlanta, 3 kiosks in Mercedes-Benz Stadium,

and a food truck FRANCHISED UNITS: 0

ATLANTA ISN’T THE FIRST CITY THAT COMES TO mind when you think about cheesesteaks, but it’s where Derrick Hayes built a name for himself with his take on the classic sand wich. The West Philadelphia native launched Big Dave’s Cheesesteaks in 2014. What started with a single location in a small gas station outside of Atlanta has expanded

BIG DAVE’S CHEESESTEAKS / BITES & BEVS

MAY 2023 | QSR | www.qsrmagazine.com

On-the-go flavor . Texas Pete ® is taking its flavor on the road with convenient, easy to-enjoy portion control packets! Whether it’s a Texas Pete ® dip cup or sauce packet, your customers will be able to enjoy bold flavor for a better on-the-go dining experience—anywhere, at any time. SCAN HERE

TO REQUEST A SAMPLE

Ask your broker for the #1 portion control hot sauce and request a free sample today!

DEPARTMENT FRANCHISE FORWARD

Championing Black Excellence Ben & Jerry’s franchisee Primo Partners proves it’s more than just an ice cream shop. BY SATYNE DONER

North Carolina. From there, they have opened 14 more in metro areas such as Chicago, Tampa, and Houston. From the beginning, Primo Part ners used its business to educate and develop young leaders. Its goal is to change Black busi ness as we know it. “We’ve always looked for ways to tackle dif ficult issues or have difficult conversations, and we really see ice cream as a vehicle for doing so,” McBroom says. “It’s something that brings people together.” Through its Ben & Jerry’s platform, Primo Partners has established a growing internship and scholarship program. It donates 1 per cent of its revenue back into the community, supporting Black entrepreneurship and mar ginalized communities. Additionally, it has commitments to foundations, such as Habitat for Humanity and United Way. In addition, Primo Partners sets aside 2 percent of its revenue for staff development. Through the pandemic, the company poured resources into professional enhancement activ ities and coaching. “Coaching is what we love to do. If you think about the original coaches or carriages from the

Primo Partners supports Black entrepreneurship by donating 1 percent of revenue to the community.

W hen Primo Partners—Ben & Jerry’s largest and only Black-owned multi-unit franchise group—began its growth path, it felt the need to choose between busi ness and education, says Antonio McBroom, the company’s CEO. “But we saw the genius of ‘and,’” McBroom says. “We saw that we could be business leaders and make major contributions educat ing people about business; our business could be our classroom.” Consisting of long-time friends McBroom, Eric Taylor, and Phillip Scotton, the journey of Primo Partners is one of passion and mentorship. In addition to Ben & Jerry’s, the company also has development endeavors in real estate and just this year was awarded a Starbucks licensing agreement. When McBroom had the opportunity to buy the Ben & Jerry’s shop he was working at during his senior year in college, he felt like it was the right time to take the entrepreneurial leap. “As a brand, Ben & Jerry’s has always been a justice company. They use ice cream for their platform,” McBroom explains. “That allowed the company to connect with us at even deeper levels.” The friends’ first Ben & Jerry’s location opened 15 years ago in

early centuries, they got valuable assets from where they are to where they need to be,” McBroom explains. “We look at Primo as a coach to transfer these leaders from where they are to where they want to be.” Furthermore, February 16 ushered in a new era for Primo Part ners. The group opened its first Starbucks location at the University of South Carolina, and McBroom is eager about the partnership. “We thought that this would be the ideal complement to the Primo brand as we become a multi-unit, multi-brand organization,” McBroom says. “I’m excited to grow within the Starbucks ecosys tem and be a key partner across multiple markets in the Southeast.” For McBroom, Starbucks felt like the right fit not just for its products but also for its justice-minded approach to equity. Since its inception, Starbucks has never shied away from taking stances, something McBroom looks for in an organization. The Starbucks store at the University of South Carolina adds to Primo Partners’ portfolio of campus locations. The franchise group has Ben & Jerry’s locations at the University of North Carolina, the University of South Carolina, and the University of Georgia. While McBroom looks forward to expanding CONTINUED ON PAGE 90

PRIMO PAR TNERS

MAY 2023 | QSR | www.qsrmagazine.com