QSR May 2023

May

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SOLUTIONS & EQUIPMENT /P. 97

QSR / LIMITED-SERVICE, UNLIMITED POSSIBILITIES

DEPARTMENTS

FEATURES

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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 a†nity. 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.

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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

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