Last year was inflation. This year it’s tariffs. Headwinds are not unusual in an industry with high stress and low margins. But for some those winds are blowing hard. We mined the insights from the 20 restaurant execs we profiled in our Outstanding Operators program for tips on how to keep your business moving forward.
Encourage First-Party Ordering
“Any time we have the chance to win a customer over on first party, it’s an incredible opportunity,” said Andy Rebhun, the chief experience officer at Cava. “We get the data, and we get to manage the experience, which is something we value.”
Offering a brand-specific experience for consumers who digitally order has been key.
“Our app was built on the foundation of the excitement that guests experience when they do the ‘walk the line’ format in our restaurant,” Rebhun said.
Bojangles is also funneling as many of its off-premises orders through its own channels.
Eric Stepp, senior off-premises and catering manager at Bojangles
“We’ve redesigned our website, app, and tech stack over the last year to make ordering first-party easier,” said Eric Stepp, senior off-premises and catering manager at Bojangles. “We’re seeing strong growth from our investments.”
Ramp Up Your Catering
Catering is crucial to Viva Chicken, comprising 10 percent of its overall sales.
“Catering gives us a huge leg up against our competitors as consumers respond to our make-everything-from-scratch approach,” said Sharyn Knight, director of marketing at Viva Chicken.
Catering is a key revenue driver for Jason’s Deli as well.
“Our biggest focus is on same-day and last-minute orders,” said Gracie Prasanson, vice president of sales at Jason’s Deli. “If you call us needing to feed 100 people in an hour, we say yes, we figure it out, and make it happen,”.
And make it happen in a visually appealing manner.
Gracie Prasanson, VP of sales as Jason’s Deli
“Catering is all about presentation,” Prasanson said. “One of our innovations is the salad bar box. We worked with our packaging partners to develop a box that allows us to cater the salad bar experience.”
Catering is also huge at Freebirds World Burrito, where communication and organization are almost as important as the quality of the food.
“We have a Slack channel set up for direct communication with the dispatch team if anything requires immediate attention,” said Kimberly Carducci, director of catering at the brand.
And it analyzes feedback carefully.
“With our platforms we can see what guests are saying, and we use the rankings to improve,” she said. “Our objective is to get as many five-star ratings as possible.”
Focus on Loyalty
Adam Noyes, COO at Potbelly
Potbelly has introduced a coin-based rewards program to include more redemption options, from drinks and shakes to bowls of soup, and a secret menu for perks members. “Our loyalty customers visit us 30 percent more often so we want to take care of them,” said Adam Noyes, chief operating officer at Potbelly.
Viva Chicken is doing more with loyalty than ever before.
“We now have the ability to understand the habits of our customers and meet them where they are and offer a personalized experience,” Knight said.
Viva Chicken Insiders, its loyalty program, redeems points for free food, exclusive experiences and merchandise. It uses relocation to display local events and offers in-app deals and rewards. New members receive a $5 reward for signing up, and current members may keep existing points. It has more than 135,000 loyalty members.
Nominations are now open for the 2026 Outstanding Operators. Food On Demand will once again honor 20 innovative restaurant brands nationwide that are redefining success in delivery, takeout, and off-premises dining.
