Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
Give an Ovation: The Restaurant Guest Experience Podcast is your backstage pass to the minds of hospitality leaders, innovators, and operators who are redefining what it means to serve. Hosted by Zack Oates, founder of Ovation, each episode dives into real-world tactics and inspiring stories from restaurant pros who know how to create five-star guest experiences—both in-store and off-premise.
From fast casual to fine dining, catering to curbside, learn how to drive loyalty, empower your staff, and deliver hospitality that hits home. Whether you're a restaurant owner, operator, marketer, or tech partner, this podcast will leave you with practical insights and plenty of reasons to celebrate and Give an Ovation.
Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
Back to Basics with Susie Sarich of SusieCakes
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Susie Sarich created SusieCakes for two reasons: 1) to make it easier for women to work in hospitality, and 2) to bring back classic desserts recipes to the culinary wild west she was witnessing in San Francisco. With her Grandmas' timeless recipes and a focus on each guest, SusieCakes has grown to 26 locations and is poised to continue rising.
Thanks, Susie!
Sponsored by Ovation - Actionable Guest Feedback. Visit ovationup.com.
Creating a Five-Star Guest Experience
Speaker 1Welcome to another edition of Give an Ovation , the restaurant guest experience podcast , where I talk to industry experts to get their strategies and tactics you can use to create a five-star guest experience . This podcast is sponsored by Ovation , an operations and guest recovery platform for multi-unit restaurants that gives all the answers without annoying guests , with all the questions . Learn more at OvationUpcom , without annoying guests with all the questions . Learn more at OvationUpcom . And today I am so excited because we have someone who's got such a fun personality , a fun brand , a great Instagram Susan Sarich , the founder and CEO of Suzy Cakes , with what I believe is 26 locations . Now you guys have .
Speaker 2That's correct , we do .
Speaker 1Across California , expanded to Texas hoist to go nationwide . She's been featured all over the internet and Susan thanks for joining us .
Speaker 2I am thrilled to be here .
Speaker 1Now talk to me a little bit about you know , reading your story , reading what you're doing at Susie Cakes . One thing I'd love to hear is like , why , like , why did you start Susie Cakes ? What was the root of it ?
Speaker 2It was twofold . The first was that I had been in the hospitality industry my whole career . I worked for hotels , restaurants , nightclubs , country clubs .
Speaker 2Graduated from Cornell , the hotel school , yeah , and so during my career I loved my career . I was always in different aspects of F&B . I noticed a lot of women leaving the industry because it was really just too hard to have a life outside of work because you were always working every Saturday night and coming back Sunday morning to work brunch and working all holidays . And so my mind started tweaking around my early 30s of I'd love to have a business model where women could have careers in hospitality without having to be working every holiday , night and weekend . So that was kind of part one . The second part I was living in San Francisco and it was a time when desserts this is like in the late 90s , early 2000s , where desserts were like so highly , you know composed or decomposed , or had all sorts of weird ingredients in them , like you know lavender oil and you know rose water and things that like . For me growing up in Chicago , in the Midwest , we just didn't put that in desserts right .
Speaker 2So we get this menu and you're like God , I don't want anything on this dessert menu . How is that possible ? You get this menu and you're like God , I don't want anything on this dessert menu . How is that possible ? So I really at that point thought California was in a dessert deficit of sorts and really needed an old fashioned Midwest chocolate cake with chocolate , buttercream , frosting made with butter , flour , sugar , eggs . And so that idea to honor my two grandmothers because all of those recipes I received from them on three by five handwritten recipe cards and to give a business model with women in hospitality that has workable hours , if you will . So those two married together .
Speaker 1And did you do a lot of baking before you started ? Susie Cakes no not at all . The recipes really were .
Speaker 2You know , as I stated my grandmothers , they were tried and true from my whole life and I had been . You know , when I was in the industry , I was really always front of house . Whether it was , you know , restaurant manager , banquet manager , catering manager , sales and marketing , I always was in the front . And so I think I approached it less of oh , I'm a baker and I want to open a bakery , and more of oh , I'm a hospitality professional with a vast array of experience in various aspects of the industry , and approached it from a business sense .
Speaker 1So you're basically the Will Gadara of sugar .
Speaker 2That's a great compliment . I'll take that .
Speaker 1And he will be joining us on this podcast soon . So , anyway , you're in good company . Well , and obviously , being front of house , the thing that is probably on the forefront of your mind always is the guest experience . And so what's the most important aspect of guest experience nowadays , especially as you're rolling out to nationwide and 26 locations I mean you know nationwide and 26 locations , I mean it's . You know you are the secret ingredient to a lot of the success of what's there , but how do you keep that secret ingredient when you're no longer there ?
Speaker 2Yeah , you know , it has to be embedded in the culture and I think that it starts with . Our mission at Susie Cakes is connecting through celebration , right . So I always say we're in the celebration business , I'm not in the bakery business . Yes , we sell cakes and we make amazing desserts , but we are in the celebration business . And when you frame it in that way and think about every guest who's coming through the door as somebody who is celebrating a milestone in their life , whether it's a wedding , or their first baby , or their parents' 50th wedding anniversary or their grandparent's 50th , or we made it through a Wednesday , as the case may be .
Speaker 2Or we made it through . A Wednesday . Let's celebrate , yeah . So either big things or small things , and sometimes someone will just come in and get a chocolate chip cookie and say , man , I just want to celebrate myself because I just had a great call and I think I'm going to get a new job or whatever it is . So it could be small things , big things , but the team knows that we have a core value of we make days better and our team members have the ability to do anything to make a guest day better , whatever that is , and they know that they will always be supported , no matter what they do .
Speaker 1I think that is so powerful . How do you systematize that , though ? How do you systematize that though ? How do you make sure that people aren't abusing that ? Because I think that's the thing that theoretically right , susan , people are like , okay , I get you , susan , like , yeah , sure , I want to do that too , but I also , you know , I'm not running on like 50% margins I can't give stuff away Like how do you systematize that ?
Speaker 2Yeah , you have to have an inherent belief that you are hiring the right people . So we actually hire to values from our application through our interview questions . The vein of that is this is an individual who naturally ticks hospitality right , especially for front of the house and guest services . We call it , and so if you hire for that , then you have to believe I'm hiring somebody who , absent of rules , will do the right thing . And you know , there certainly are times when you know somebody might , you know , actually just got off the phone with somebody who said you know , the wedding cake in transport collapsed , right .
Speaker 2So we had a bakery remake the cake , we delivered it ourselves , we fixed it for the guests . She just said I think we should do something above and beyond and I said what do you think we should do ? She said I think we should send them a $200 gift certificate that they can use for their first anniversary cake . I said great , do it right . So to me that'll probably be , even if that was above and beyond , the extra act of saying we're going to replace it and we're also going to invite you back builds lifelong guests . I just have to believe that with time people will not take advantage of that . But the guests on the receiving end will say , wow , that was so amazing . I'm going to go to Susie Cakes forever , right ? Like look what they did for me and they'll tell 20 people .
Speaker 1Right . Is that something that , by the way , did the cake collapse and transport like were they driving it or were you guys driving ?
Speaker 2it . No , we weren't driving it , it was a third party delivery system .
Speaker 1So yeah , my goodness , that is like the worst . And this is like I'm assuming that a wedding cake isn't delivered like weeks before the wedding . Right , this is probably .
Speaker 2Like an hour yeah .
Speaker 1Hour , two hours , oh my goodness .
Speaker 2This is probably like an hour , yeah Hour , two hours , oh , my goodness , totally . But we made it happen and so that's just one example . And so hiring the right people , making sure it's embedded in your culture , celebrating those things . So we have a company call every month and I always call out kind of the best , we made things better moment of the month and acknowledge that person and we have that team member on the phone for their extraordinary service and it helps everybody else go oh wow , yeah , I could do that , yeah , I could do that . Oh , I get it , I get it . And then finally , it clicks with people what we're trying to do .
Speaker 1Yeah , because I mean , this is I got Will in the mind but like the hotdog story , right , going out and getting a hotdog and cutting it up for them , plating it , it's like one of those things where you talk in stories . So people get the principles of it right Because you know , like , we have our five ovation values , but people don't necessarily remember all the ovation values , but what they remember is every month we go through and everyone gets a bonus that they have to give somebody else in the company , and so we read it in our all hands meeting . We read who gave whom their ovation and why , and so having these like stories that we're telling all the time of hey , susan did this and it was so awesome . I just want to thank her for it . I think that you can also show by example that culture , and I think that you allowing them to give that $200 gift card and is really cool , so I love that . So what are some tactics ?
Speaker 2Susan , that you've used to improve the guest experience . You know , I think it's making sure that the guests I mean really I think it boils down to that guests need to feel truly cared for right , whether they're in a fine dining restaurant or in fast casual , the dollars they're spending and the time that they're taking inside your establishment . They need to feel cared for , and so what it feels cared for for one guest may not be different than another . So we always , you know , part of our staff of service is to ask everybody what are you celebrating today , right ? So ? And you know someone's like , oh , I'm not celebrating anything .
Speaker 2Then it could be great . You know we're so happy you're here on Tuesday afternoon . But if they open it up and say I'm getting a birthday cake for my father , say okay , tell me about your dad . You know what's his favorite flavor , does he have any sports or a favorite hobby that we can decorate the cake with and actually become invested in that with them , so that we're not just taking , actually become invested in that with them , so that we're not just taking orders right and trying to build relationships , if you will . And again , it's really hard to scale that , but it comes down to the hiring practices . I take it back to the basics .
Speaker 1So are there any questions that you ask to kind of try to like suss out ? Is this person going to be really good ?
Speaker 2Yeah , there's one . I actually just shared this with someone before . I will ask somebody See , now I'm giving away my secret . Now anybody who's oh ?
Speaker 1we don't have to give away any secrets . We can talk about Mario Lopez , because I do want to ask you about . Is he really that cool ? I know that you met Mario .
Speaker 2I say , tell me , how would your best friend describe you when you're having a bad day ? And people will be really honest with this question . I think it kind of like when you ask it like for somebody you know in a third person .
Speaker 1Wait , say that question again . That was like that's such an interesting question . How would your best friend describe you on a bad ?
Speaker 2day Right . And so they'll sometimes say oh , I'm quiet . Or some people will say , oh , I get really cranky and crabby , and then I follow it up with well , what constitutes a bad day .
Speaker 2And so if somebody says traffic right , well , if you're living in Southern California , then every day is a bad day , right ? Or then somebody might answer you know what , susan , I don't really have a lot of bad days unless it's something really serious with health of my family or loved ones . Like I make the best of things . Like that's the answer , right , or some version of that .
Interviewing, Pricing, and Ovations in Hospitality
Speaker 2And questions like that where you can , you know , learn about a person versus oh , tell me what you did , you know , when you managed Starbucks . That doesn't tell me anything about them .
Speaker 1That is such a great question , not just for interviews but for like going on yeah , for life . If you're on going on dates or you know , with your spouse , like just what a great question to try to get to understand . How does somebody perceive themselves , and I like the way that you put it in terms of like asking a third party about it , so it's less like you know they don't have to feel bad about bragging or they could be a little bit more honest . But really , though , I do do want to know is Mario Lopez a cool guy ?
Speaker 2He's so cool oh my gosh . He is so fun and down for anything .
Speaker 1Like he just eat desserts .
Speaker 2You know he had a bite .
Speaker 1Oh , he did . Cause he does not look like he does not gentleman who eats sweets .
Speaker 2No , he is definitely in great shape but really , you know , is just a wonderful host . To make his guests feel like you know they're the most important person in the room . He does a wonderful job , so fun . That was a great segment .
Speaker 1So I'm guessing you guys connected pretty well on that , because I feel like that's kind of like your MO , you know . Yeah , and so when you look at one of the questions I had was around like pricing , as you're looking at these celebrations and things like that , obviously , like a wedding cake it's not a $20 cake and you know your cookies aren't , like , you know , dollar Otis Spunkmeyer cookies , like . So how do you look at pricing and how does that relate to the guests ? Because I think that's something that obviously you have a premium product and it's working and people are liking it and it allows you to spend a little bit more time with your guests . And you know , have you found that people are talking more about price or they , you know , mentioning it more , or does your brand just kind of let people know that , hey , we're a premium product ?
Speaker 2Yeah , it's definitely the latter . We try to educate and say we are using real butter and our buttercream it's premium , it's European style , it's the most expensive butter money can buy . We're cracking eggs . That what you're getting at Susie Cakes . You cannot compare us to a grocery store or any bakeries where the product is coming in car baked and they're just finishing it right . So there's an education piece to that , where people they know it tastes good , but I also want them to know it tastes good because it's baked fresh today .
Speaker 2And these people behind the you know this glass window into the kitchen that you can see , they're doing everything by hand and we are so proud of our ingredients that all our kitchens are open . So there's that aspect of it too . And there is a quote , and I cannot remember who said it , but it is quality and service is remembered long after price is forgotten . And so I think , as long as we keep hitting on having a great product , and you must have the great service to go along with it hand in hand , to have guests say yes , I will pay this , because of course , everything is getting more expensive now and it's hitting everybody , and so you got to make sure that when people are spending their money , that they're getting both of those aspects and then if you don't hit on both of them because stuff can happen right With scratch , baking and eggshell can get in something , or , you know , a team member might be having an off day and doesn't give the greatest service how we recover and make up for it has to come into play .
Speaker 1Love that because I think totally making it more than right and giving that premium service is just as important as having that great product . So love that . Now , obviously , you've been in the industry for a little while . You know a lot of people . Who's someone in the restaurant industry that deserves an ovation ? Who's someone that we should be following ?
Speaker 2I mean I love Richard Melman and Let Us Entertain you restaurant group out of Chicago I think he was such a visionary started his company in the 70s , kind of did the first you know theme restaurants , if you will . I also worked for him and just found his passion for the business and for food and hospitality to be infectious and something that lives on today . I mean , the company is now what ? 50 years old , right and still thriving , and so I have huge respect for him right and still thriving , and so I have huge respect for him .
Speaker 1Awesome , yeah , rich is phenomenal , and one of his protégés , wow Bow , jeff Alexander , also phenomenal . So well , susan , where can ?
Speaker 2people go to learn more about Susie Cakes or if they want to follow you , yep , our website is susiecakescom and I am at Susie Sarich , and our Instagram for the bakery is at Suzy Cakes Bakery .
Speaker 1Awesome . Well , for leaving us the crumbs to your success and celebration . Today's ovation goes to you . Thank you for joining us on Give an Ovation , susan .
Speaker 2Thank you , I appreciate it so fun .
Speaker 1Awesome . Thanks for joining us today . If you liked this episode , leave us a review on Apple Podcasts or your favorite place to listen . We're all about feedback here . Again , this episode was sponsored by Ovation , a two-question , sms-based actionable guest feedback platform built for multi-unit restaurants . If you'd like to learn how we can help you measure and create a better guest experience , visit us at OvationUpcom .