On today’s episode of The QSR Experience Show, Bobby speaks with Adam Klaers, Executive Vice President at Roy Rogers Restaurants, founded in 1968. They discuss how Roy Rogers is an “emerging legacy brand” and what experiences they deliver to differentiate themselves from competition — like offering a “fixin’s bar,” staffing dining room attendants, and serving multiple proteins. They also talk about how Roy Rogers creates consistency through app-based training, how they’re leveraging AI to help with administrative tasks, and advice on how to build your career in QSR.
Topics discussed:
- The history of Roy Rogers, why they consider themselves an “emerging legacy brand” today, and how they’re focused on corporate and franchise growth in the future.
- The in-location experiences that differentiate Roy Rogers from competitors and how they make it a “home away from home.”
- The tactics they take to ensure a great customer experience, like having a dining room attendant present.
- How Roy Rogers is leaning into technology, like using AI and ML to handle administrative tasks and create one-to-one marketing opportunities.
- How Roy Rogers creates consistent in-location experiences through app-based staff training.
- The challenges that arise when serving multiple proteins, like food costs and kitchen complexities.
- The three attributes that will get you far in the restaurant industry.
Guest Quotes:
“We want them to feel like it’s their home away from home, right? We want them to have an experience where they can get away, where they can enjoy a meal, they can be with friends, they can be with family. We’re really strong in our local store marketing. It’s one of the advantages we have being the size that we do. So we know a lot of people in the community, and they choose us because they know our staff, they know our managers.”
“We’re really able to segment out what our customers are buying and then what offers are right for them to make it enticing for them to truly be a ‘Royalist’ in our loyalty platform.”
“The other big thing for us is looking at using AI technology. … It can cut down on the manager’s administrative tasks, which is beneficial for us. Keeps them out in front with customers.”
“The longer that manager is in place, the longer the crew leaders are in place, the longer the hourlies are in place, the better training you’re going to get, the more consistent you’re going to get.”
“If you’re willing to work hard, you’re willing to learn, and you’re willing to lead with empathy, the sky’s the limit for anybody in our industry.”
Get in touch with Adam Klaers:
LinkedIn
Website
Get in touch with Bobby Marhamat:
LinkedIn
Twitter
