Stop Guest Complaints: Building a 5-Star Service Culture with Jess Rowland

Stop Guest Complaints: Building a 5-Star Service Culture with Jess Rowland

Great food isn’t enough anymore; elite restaurant service training is what separates struggling businesses from high-performing ones. If you’re tired of inconsistent service and negative reviews, this episode is your roadmap to a better guest experience. In this episode of Setting the Table, host Robin B talks with Jess Rowland, co-founder of The Restaurant Launch, about building elite front-of-house teams through daily coaching, clear expectations, and repeatable systems. --------------------------------------------------------------- Video Chapters 00:20 – The Front-of-House Challenge Every Restaurant Faces 00:47 – Meet Jess Rowland, The Restaurant Launch 02:06 – How Jess Fell in Love with Service & Hospitality 03:14 – From Server to Trainer: 26 Years in Restaurants 05:01 – Why Serving Is a Performance, Not Just Order Taking 05:40 – What Acting & Improv Taught Jess About Service 06:51 – How Fast You Can Spot a Great (or Bad) Server 07:28 – Jess’s Biggest Restaurant Service Pet Peeve 08:55 – The #1 Habit Exceptional Front-of-House Teams Share 10:45 – Is Food or Service More Important to the Guest Experience? 11:52 – Why Service Still Matters in Online Ordering & Delivery 12:18 – The 5 Pillars of Great Service (Speed, Accuracy & More) 13:47 – Why Most Service Problems Are Technical, Not Personal 14:39 – What Restaurant Owners Are Shocked to Learn 16:45 – The Culture Problem No One Wants to Admit 18:01 – The Power of Interactive Pre-Shift Meetings 19:02 – The “Silent Killer” That Stops Guests from Returning 19:20 – Should Restaurants Ask for Guest Feedback? 21:56 – Difficult vs. High-Maintenance Guests (There’s a Difference) 23:22 – Customers vs. Guests: Why It Matters 24:04 – Real Results from Elevating Service Culture 25:31 – Why Hiring Is the Most Important System in Restaurants 27:56 – Consistency Beats Perfection in Service Training 28:46 – Overcoming Staff Resistance to Change 30:29 – The Future of Front-of-House Service & AI 32:01 – Why Core Values Matter More Than Ever 32:59 – What Gives Jess the Most Fulfillment Today 35:57 – How to Connect with Jess & The Restaurant Launch 37:00 – Final Thoughts & Subscribe --------------------------------------------------------------- SCALE YOUR RESTAURANT’S SUCCESS -  Is your marketing working as hard as you are? If you're ready to grow your brand and fill more seats, book a free strategy session with us here [https://app.squeakywheelrestaurantmarketing.com/schedule-page⁠  ]. CONNECT WITH OUR GUEST Follow Jess Rowland & The Restaurant Launch * Official Website [https://therestaurantlaunch.com/] * The Restaurant Launch Instagram [https://www.instagram.com/therestaurantlaunch/] * Jess Rowland Instagram [https://www.instagram.com/jessrowland31/] --------------------------------------------------------------- 🎥 Recommended Resources: Watch Next: Are Your Kitchen Vents a Fire Hazard? https://youtu.be/azOD7d5lYP4 [https://youtu.be/azOD7d5lYP4]  Deep Dive: Restaurant Pest Control 101 – https://youtu.be/5ehBbAfAdL4 [https://youtu.be/5ehBbAfAdL4]   --------------------------------------------------------------- 🔗 Relevant Links & Resources  Follow us on: * Facebook [https://www.facebook.com/squeakywheelrestaurantmarketing/] * Instagram [https://www.instagram.com/squeakywheelrestaurantmktg/⁠ ] * TikTok [https://www.tiktok.com/@squeakywheel_rm⁠ - ] * LinkedIn [https://www.linkedin.com/company/squeaky-wheel-restaurant-marketing/⁠ ] Need marketing help for your restaurant? Book a free strategy session here [⁠⁠https://app.squeakywheelrestaurantmarketing.com/schedule-page⁠] --------------------------------------------------------------- 📌 About Setting the Table | Restaurant Growth Strategies  Welcome to Setting the Table: Restaurant Growth Strategies — a podcast dedicated to helping restaurant owners navigate the complexities of running a successful restaurant. Join host Robin B as we explore the latest trends, best practices, and innovative strategies for attracting new customers, improving operations, building an effective brand, and more all focused on driving revenue growth. Each episode features expert guests who share practical advice on everything from social advertising and food photography to local SEO and smart business protections like insurance. Whether you're a seasoned restaurateur or just opening your doors, we're here to help you elevate your marketing game and achieve sustainable, long-term growth.

Exploring Ways To Reduce Restaurant Food Cost

Running a restaurant has never been more challenging. With rising food costs, labor shortages, and constant operational pressures, every decision matters.   Are Your Kitchen Vents a Fire Hazard? Discover why regular exhaust and exterior cleaning is critical for safety, compliance, and customer experience here [https://youtu.be/azOD7d5lYP4⁠]. Is your marketing working as hard as you are to help your restaurant succeed? Find out by scheduling a discovery call [https://app.squeakywheelrestaurantmarketing.com/schedule-page⁠] with us. In this episode of Setting The Table, host Robin B sits down with Neil Chand and Mike Wiedower of FoodServiceIQ to break down what today’s restaurant operators can do to cut food costs and protect profits. Discover how to: ✅ Improve cost control through smarter purchasing ✅ Build better vendor relationships ✅ Use technology without overcomplicating your workflows ✅ Stay profitable through education, knowing your numbers, and sound strategy Whether you run a single neighborhood café or manage a growing restaurant group, this episode offers practical, real-world insight from experts who’ve been in the trenches. 🎧 Watch or listen now to learn how to make your restaurant more efficient, more resilient, and ready for what’s next. —---------------------------------------------------------------- Video Chapters 0:00 – Welcome to Setting The Table & Guest Introductions 1:05 – Meet Neil Chand & Mike Wiedower: The Brains Behind FoodServiceIQ 3:36 – Biggest Challenges for Independent Restaurants Today 5:36 – Why Knowledge is Power in Restaurant Operations 6:57 – How FoodServiceIQ Saves Restaurants Money Without Changing Suppliers 10:36 – Practical Tips to Control Food Costs and Reduce Waste 14:58 – Adapting to Rising Costs in 2025: Labor, Rent & Supply Chain 18:10 – Smart Technology Use: Perfect Workflows Before Automating 21:24 – Success Stories: Real Restaurants Benefiting from FoodServiceIQ 21:59 – Final Advice & How to Connect with FoodServiceIQ—---------------------------------------------------------------- 🎥 Recommended Video: Think your restaurant is pest-free? Think again. Discover what’s really happening Behind The Kitchen Door in Restaurant Pest Control 101 [https://youtu.be/5ehBbAfAdL4⁠]   ------------------------------------------------------------------ 🔗 Relevant Links & Resources  Follow us on: - Facebook [https://www.facebook.com/squeakywheelrestaurantmarketing/⁠] - Instagram [https://www.instagram.com/squeakywheelrestaurantmktg/⁠] - TikTok [https://www.tiktok.com/@squeakywheel_rm⁠ ] - LinkedIn [https://www.linkedin.com/company/squeaky-wheel-restaurant-marketing/⁠ ] Need marketing help for your restaurant? Book a free strategy session [⁠⁠https://app.squeakywheelrestaurantmarketing.com/schedule-page⁠] https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbDJtTnpzak83WTBNa3lOQUI0Z3loRmV0aFc4d3xBQ3Jtc0ttRDR3azZ6bWptMWw0TmFkc3JFNWNYQ1hYU044TkhFanczLVdrdjZKRWhzcGM4WUE5VVBUVlVGTWJpWXNKUHRNR0xMZmhCeUpNaXVwUGpqYnRnQl9ZU3g1S2RtSk5ycFZhRF9JTXVVTXZXbGFkNW1Sbw&q=https%3A%2F%2Fapp.squeakywheelrestaurantmarketing.com%2Fschedule-page&v=0a_BKxPeqdE ------------------------------------------------------------------ 📌 About Setting the Table | Restaurant Growth Strategies  Welcome to Setting the Table: Restaurant Growth Strategies — a podcast dedicated to helping restaurant owners navigate the complexities of running a successful restaurant. Join host Robin B as we explore the latest trends, best practices, and innovative strategies for attracting new customers, improving operations, building an effective brand, and more all focused on driving revenue growth. Each episode features expert guests who share practical advice on everything from social advertising and food photography to local SEO and smart business protections like insurance. Whether you're a seasoned restaurateur or just opening your doors, we're here to help you elevate your marketing game and achieve sustainable, long-term growth.

Restaurant POS Power Moves

Running a restaurant today means mastering more than great food — it’s about leveraging restaurant technology that works as hard as you do. Is your marketing doing the same for your restaurant? Schedule a discovery call with us at https://app.squeakywheelrestaurantmarketing.com/schedule-page [https://app.squeakywheelrestaurantmarketing.com/schedule-page] to find out. In this episode of Setting the Table, we sit down with Todd Sagisor of Payments Gallery to uncover how modern restaurant POS systems are transforming restaurant operations management, cutting costs, and boosting profits. From real stories of employee fraud prevention to the surprising power of using POS as a centralized hub for data syncing, loyalty programs for restaurants, and online ordering integrations, this conversation dives deep into what every restaurant owner needs to know in 2025 and beyond. Discover how to: * Use your POS data to identify top-selling items and refine your menu * Prevent profit loss through smarter security and employee permissions * Integrate online ordering and mobile-friendly payments * Build powerful loyalty programs that keep customers coming back * Combine text, email, and app marketing for lasting customer retention From the front of the house to the back, learn how smart systems and simple changes can make your restaurant run smoother — and more profitably. —-------------------------------------------------------------------- Video Chapters 00:00 Introduction – Meet guest Todd Sagaser from Payments Gallery 01:00 The evolving role of POS systems in restaurant operations 04:00 How POS connects front-of-house and back-of-house teams 07:30 Simplifying payment processing and improving efficiency 10:15 Choosing the right POS system for your restaurant 13:00 Why great customer service and vendor support matter 16:00 Using POS data for smarter marketing and retention 18:30 Overcoming fears about “giving too much away” in loyalty programs 21:00 The true ROI of loyalty and customer retention 24:30 Real-world examples of loyalty programs that work 27:00 Using email, text, and app notifications to drive repeat visits 29:00 Lessons from COVID: Why communication channels matter 30:00 Inside Payments Gallery – boutique POS consulting in Houston 31:00 Final takeaways on using technology to grow restaurant success 32:00 Connect with Todd Sagissor – paymentsgallery.com —-------------------------------------------------------------------- 🎥 Recommended Video: Think your restaurant is pest-free? Think again. Discover what’s really happening Behind The Kitchen Door in Restaurant Pest Control 101 – https://youtu.be/5ehBbAfAdL4 [https://youtu.be/5ehBbAfAdL4]  ---------------------------------------------------------------------- 🔗 Relevant Links & Resources  Follow us on: - Facebook [https://www.facebook.com/squeakywheelrestaurantmarketing/⁠ ] - Instagram [https://www.instagram.com/squeakywheelrestaurantmktg/⁠ ] - TikTok [https://www.tiktok.com/@squeakywheel_rm⁠] - LinkedIN [https://www.linkedin.com/company/squeaky-wheel-restaurant-marketing/⁠ ] Need marketing help for your restaurant? Book a free strategy session https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbDJtTnpzak83WTBNa3lOQUI0Z3loRmV0aFc4d3xBQ3Jtc0ttRDR3azZ6bWptMWw0TmFkc3JFNWNYQ1hYU044TkhFanczLVdrdjZKRWhzcGM4WUE5VVBUVlVGTWJpWXNKUHRNR0xMZmhCeUpNaXVwUGpqYnRnQl9ZU3g1S2RtSk5ycFZhRF9JTXVVTXZXbGFkNW1Sbw&q=https%3A%2F%2Fapp.squeakywheelrestaurantmarketing.com%2Fschedule-page&v=0a_BKxPeqdEhttps://app.squeakywheelrestaurantmarketing.com/schedule-page [https://app.squeakywheelrestaurantmarketing.com/schedule-page] --------------------------------------------------------------------- 📌 About Setting the Table | Restaurant Growth Strategies  Welcome to Setting the Table: Restaurant Growth Strategies — a podcast dedicated to helping restaurant owners navigate the complexities of running a successful restaurant. Join host Robin B as we explore the latest trends, best practices, and innovative strategies for attracting new customers, building brand loyalty, and driving real revenue. Each episode features expert guests who share practical advice on everything from social advertising and food photography to local SEO and smart business protections like insurance. Whether you're a seasoned restaurateur or just opening your doors, we're here to help you elevate your marketing game and achieve sustainable, long-term growth.

Behind The Kitchen Door: Restaurant Pest Control 101

Restaurant pest control isn’t just about keeping bugs and rodents out of sight—it’s about protecting your customers, your reputation, and your bottom line. Is your marketing doing the same for your restaurant? Schedule a discovery call [https://app.squeakywheelrestaurantmarketing.com/schedule-page] with us to find out. In this episode of Setting the Table, host Robin B sits down with Alan Clark and Will Forest of Modern Pest Control, a trusted, family-owned company serving Houston and surrounding areas, to uncover what every restaurant operator needs to know about pest prevention. You’ll learn: * Why restaurant pest control is critical for health department compliance and food safety * The most common pest hotspots in restaurants—drains, dumpsters, ceilings, rooftops, and under booths * Seasonal pest challenges restaurants face in Houston, from rodents and crickets to insects attracted to lighting * Simple preventive measures that reduce risks: door sweeps, weather stripping, flylights, and regular drain cleaning * Red flags restaurant operators should watch for—like odors, droppings, and gaps that let pests in * How proper documentation and logbooks help pass inspections and avoid shutdowns Whether you run a local café, a high-volume full-service restaurant, or manage multiple locations, this episode is packed with practical advice on how to keep your business safe, compliant, and pest-free. —------------------------------------------------------------------- 🎥 Recommended Video: Are Your Kitchen Vents a Fire Hazard? Discover why regular exhaust and exterior cleaning is critical for safety, compliance, and customer experience here – https://youtu.be/azOD7d5lYP4 [https://youtu.be/azOD7d5lYP4]  --------------------------------------------------------------------- 🔗 Relevant Links & Resources  Follow us on: * Facebook [https://www.facebook.com/squeakywheelrestaurantmarketing/⁠] * Instagram [https://www.instagram.com/squeakywheelrestaurantmktg/] * TikTok [https://www.tiktok.com/@squeakywheel_rm⁠ ] * LinkedIN [https://www.linkedin.com/company/squeaky-wheel-restaurant-marketing/⁠ ] Need marketing help for your restaurant? Book a free strategy session [⁠⁠https://app.squeakywheelrestaurantmarketing.com/schedule-page⁠] https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbDJtTnpzak83WTBNa3lOQUI0Z3loRmV0aFc4d3xBQ3Jtc0ttRDR3azZ6bWptMWw0TmFkc3JFNWNYQ1hYU044TkhFanczLVdrdjZKRWhzcGM4WUE5VVBUVlVGTWJpWXNKUHRNR0xMZmhCeUpNaXVwUGpqYnRnQl9ZU3g1S2RtSk5ycFZhRF9JTXVVTXZXbGFkNW1Sbw&q=https%3A%2F%2Fapp.squeakywheelrestaurantmarketing.com%2Fschedule-page&v=0a_BKxPeqdE Interested in working with Modern Pest Control? Visit their Website [https://www.getmypests.com/] or call them at 218-214-8066 --------------------------------------------------------------------- 📌 About Setting the Table | Restaurant Growth Strategies  Welcome to Setting the Table: Restaurant Growth Strategies — a podcast dedicated to helping restaurant owners navigate the complex world of restaurant marketing. Join host Robin B as we explore the latest trends, best practices, and innovative strategies for attracting new customers, building brand loyalty, and driving real revenue. Each episode features expert guests who share practical advice on everything from social advertising and food photography to local SEO and smart business protections like insurance. Whether you're a seasoned restaurateur or just opening your doors, we're here to help you elevate your marketing game and achieve sustainable, long-term growth.

Don’t Get Burned: Restaurant Cleaning Mistakes That Could Shut You Down

Restaurant owners, operators, and facility managers — this episode is a must-listen if you care about kitchen safety, compliance, and keeping operations smooth. We dive into the often overlooked but critical topic of vent hood and grease exhaust cleaning. Our guest, Ann Tran from Albedo’s Return Power Washing, breaks down how often commercial kitchens should be cleaning their hoods, what inspectors are really looking for, and why first-time cleanings are sometimes more expensive, and more. You’ll also learn the most common mistakes restaurant operators make, from skipping filter cleanings to letting grease build up far too long between services. Plus, we talk about dumpster area maintenance and how it impacts sanitation, staff and customer experience, and pest control. —------------------------------------------------------------------- 🎥 Recommended Video:  What Insurance Do Restaurants Really Need? Get the insider Info About Business Interruption, Liability, & More here - https://youtu.be/qyxB_NLHzmI [https://youtu.be/qyxB_NLHzmI]  --------------------------------------------------------------------- 🔗 Relevant Links & Resources  Follow us on: * Facebook: https://www.facebook.com/squeakywheelrestaurantmarketing/ [https://www.facebook.com/squeakywheelrestaurantmarketing/] * Instagram: https://www.instagram.com/squeakywheelrestaurantmktg/ [https://www.instagram.com/squeakywheelrestaurantmktg/] - * TikTok: https://www.tiktok.com/@squeakywheel_rm [https://www.tiktok.com/@squeakywheel_rm] - * LinkedIN: https://www.linkedin.com/company/squeaky-wheel-restaurant-marketing/ [https://www.linkedin.com/company/squeaky-wheel-restaurant-marketing/]  Need marketing help for your restaurant? Book a free strategy session https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbDJtTnpzak83WTBNa3lOQUI0Z3loRmV0aFc4d3xBQ3Jtc0ttRDR3azZ6bWptMWw0TmFkc3JFNWNYQ1hYU044TkhFanczLVdrdjZKRWhzcGM4WUE5VVBUVlVGTWJpWXNKUHRNR0xMZmhCeUpNaXVwUGpqYnRnQl9ZU3g1S2RtSk5ycFZhRF9JTXVVTXZXbGFkNW1Sbw&q=https%3A%2F%2Fapp.squeakywheelrestaurantmarketing.com%2Fschedule-page&v=0a_BKxPeqdEhttps://app.squeakywheelrestaurantmarketing.com/schedule-page [https://app.squeakywheelrestaurantmarketing.com/schedule-page] --------------------------------------------------------------------- 📌 Restaurant owners, operators, and facility managers — this episode is a must-listen if you care about kitchen safety, compliance, and keeping operations smooth. We dive into the often overlooked but critical topic of vent hood and grease exhaust cleaning. Our guest, Ann Tran from Albedo’s Return Power Washing, breaks down how often commercial kitchens should be cleaning their hoods, what inspectors are really looking for, and why first-time cleanings are sometimes more expensive, and more. You’ll also learn the most common mistakes restaurant operators make, from skipping filter cleanings to letting grease build up far too long between services. Plus, we talk about dumpster area maintenance and how it impacts sanitation, staff and customer experience, and pest control. —------------------------------------------------------------------- 🎥 Recommended Video:  What Insurance Do Restaurants Really Need? Get the insider Info About Business Interruption, Liability, & More here - https://youtu.be/qyxB_NLHzmI [https://youtu.be/qyxB_NLHzmI]  --------------------------------------------------------------------- 🔗 Relevant Links & Resources  Follow us on:- Facebook: https://www.facebook.com/squeakywheelrestaurantmarketing/ [https://www.facebook.com/squeakywheelrestaurantmarketing/] - Instagram: https://www.instagram.com/squeakywheelrestaurantmktg/ [https://www.instagram.com/squeakywheelrestaurantmktg/] - TikTok: https://www.tiktok.com/@squeakywheel_rm [https://www.tiktok.com/@squeakywheel_rm] - LinkedIN: https://www.linkedin.com/company/squeaky-wheel-restaurant-marketing/ [https://www.linkedin.com/company/squeaky-wheel-restaurant-marketing/]  Need marketing help for your restaurant? Book a free strategy session https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbDJtTnpzak83WTBNa3lOQUI0Z3loRmV0aFc4d3xBQ3Jtc0ttRDR3azZ6bWptMWw0TmFkc3JFNWNYQ1hYU044TkhFanczLVdrdjZKRWhzcGM4WUE5VVBUVlVGTWJpWXNKUHRNR0xMZmhCeUpNaXVwUGpqYnRnQl9ZU3g1S2RtSk5ycFZhRF9JTXVVTXZXbGFkNW1Sbw&q=https%3A%2F%2Fapp.squeakywheelrestaurantmarketing.com%2Fschedule-page&v=0a_BKxPeqdEhttps://app.squeakywheelrestaurantmarketing.com/schedule-page [https://app.squeakywheelrestaurantmarketing.com/schedule-page] --------------------------------------------------------------------- 📌 About Setting the Table | Restaurant Growth Strategies  Welcome to Setting the Table: Restaurant Growth Strategies — a podcast dedicated to helping restaurant owners navigate the complex world of restaurant marketing. Join host Robin B as we explore the latest trends, best practices, and innovative strategies for attracting new customers, building brand loyalty, and driving real revenue. Each episode features expert guests who share practical advice on everything from social advertising and food photography to local SEO and smart business protections like insurance. Whether you're a seasoned restaurateur or just opening your doors, we're here to help you elevate your marketing game and achieve sustainable, long-term growth.