690: Chris Schultz on Bringing Solutions Instead of Problems

This is Chris Schultz's 2nd time on Restaurant Unstoppable. We met over 4 years ago at the NRA show and he was on a panel I was hosting.

A few months later I hosted Chris on Restaurant Unstoppable, Episode 341!

Hands down, one of my best interviews out of 691 total episodes. It was so good, I re-published it last week.

In that episode, we discuss how Chris helped Starbucks scale from 200 to 20,000 locations. Then we discussed how Chris helped launch and Scale MOD Pizza from its first single unit to 400 locations. When we last left Chris, his focus was on bringing MOD international.

That was 3 years ago. Today, and for the last 2 years, Chris has served as the CEO of VOODOO Doughnut.

Show notes…

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Favorite success quote or mantra:

• "Failure is not an option."

In today's episode with Chris Shultz we will discuss:

• Problems are inevitable in restaurants; you have be willing to solve them
• Don't bring a problem; bring a solution
• Finding the right time to leave a role
• Scaling nationally vs. internationally
• Treat it like you own it
• How Chris brought Starbucks and MOD Pizza to the UK
• The degradation of culture through expansion
• Treating people fairly and holding them accountable
• Partners must align with your culture
• Having a "bad day" is mental; avoid it
• Must be tenacious and optimistic; authentic and committed as an operator
• A great a couch shouldn't be surprised when things go right
• What we can learn from observing accomplished sports coaches
• Trust goes both ways for employees, leaders, and investors
• Say "good morning" to everyone
• It's about the experience in today's world of delivery apps
• Listen to your staff AND your customers
• Do the right thing!

Today's sponsor:

BentoBox empowers restaurants to own their presence, profits and relationships. The hospitality platform disrupts third-party services that come between the restaurant and the guest. BentoBox puts the restaurant first and offers tools that drive high-margin revenue directly through the restaurant’s website. BentoBox is trusted and loved by over 5,000 restaurants worldwide including Union Square Hospitality Group, Eleven Madison Park, Gramercy Tavern, Lilia and more.

Gusto offers modern, easy payroll, benefits, and HR to small businesses across the country — they were even named best online payroll by PCMag. And as a listener, you’ll get three months free when you run your first payroll. Sign up and give it a try at Gusto.com/unstoppable. 

MarginEdge is the only restaurant management system to combine automatic invoice processing with POS and accounting integrations, improving financial performance, visibility, and efficiency. It all starts with snapping a photo of invoices with your smartphone. We take it from there – every line item and every handwritten note is captured. We then integrate with your POS, so each day you know everything you bought and everything you sold. We create a rolling P&L with drill-down capability and it flows effortlessly to your Accounting System of choice. For 50% off your first year. Go to me.marginedge.com/unstoppable

Knowledge bombs

1. Which "it factor" habit, trait, or characteristic you believe most contributes to your success?
   • Gratitude
2. What is your biggest weakness?
   • "Sometimes I'm a little full of myself"
3. What's one question you ask or thing you look for during an interview?
   • What are you passionate about?
4. What's a current challenge? How are you dealing with it?
   • Be honest/transparent
5. Share one code of conduct or behavior you teach your team.
   • Keep enough doughnuts in stock/knowing when to grow
6. What is one uncommon standard of service you teach your staff?
   • Be nice
7. What's one book we must read to become a better person or restaurant owner?
   • Start With Why by Simon Sinek
   • It's Not About the Coffee by Howard Behar and Janet Goldstein
     GET THIS BOOK FOR FREE AT AUDIBLE.COM 
8. What's one thing you feel restaurateurs don't know well enough or do often enough?
   • Take time to reflect/check in with your team
9. Name one service you've hired
   • Audrey Lincoff for PR at Audrey Lincoff Communications - Seattle, WA
10. What's one piece of technology you've adopted within your restaurant walls and how has it influence operations?
    • Toast POS
11. If you got the news that you'd be leaving this world tomorrow and all memories of you, your work, and your restaurants would be lost with your departure with the exception of 3 pieces of wisdom you could leave behind for the good of humanity, what would they be?
    • Be grateful
    • Be humble
    • Be authentic

Contact info:

Voodoo Doughnut website

Email: [e-mail]

Instagram: @voodoodoughnut

Twitter: @voodoodoughnut

Facebook: @VoodooDoughnutMain

Thanks for listening!

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Huge thanks to Chris Schultz for joining me for another awesome episode. Until next time!

 

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