{"id":16423,"date":"2025-10-27T00:00:03","date_gmt":"2025-10-27T06:00:03","guid":{"rendered":"https:\/\/ovationup.com\/jason-sobocinski-podcast-copy\/"},"modified":"2025-10-27T09:52:45","modified_gmt":"2025-10-27T15:52:45","slug":"amanda-kahalehoe-podcast","status":"publish","type":"post","link":"https:\/\/ovationup.com\/amanda-kahalehoe-podcast\/","title":{"rendered":"Building a Fierce Yet Friendly Brand with Amanda Kahalehoe of Vicious Biscuit"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-justify-content-center\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_3_4 3_4 fusion-flex-column col-shadow\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 2% 1% 1% 1%;\"><div id=\"buzzsprout-player-18063752\"><\/div><script src=\"https:\/\/www.buzzsprout.com\/887458\/episodes\/18063752-building-a-fierce-yet-friendly-brand-with-amanda-kahalehoe-of-vicious-biscuit.js?container_id=buzzsprout-player-18063752&player=small\" type=\"text\/javascript\" charset=\"utf-8\"><\/script><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-0{width:75% !important;margin-top : -15%;margin-bottom : 0px;}.fusion-builder-column-0 > .fusion-column-wrapper {padding-top : 2% !important;padding-right : 1% !important;margin-right : 2.56%;padding-bottom : 1% !important;padding-left : 1% !important;margin-left : 2.56%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-0{width:75% !important;order : 0;margin-top : -15%;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 2.56%;margin-left : 2.56%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;margin-top : -30%;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-1{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 2%;margin-bottom : 0px;padding-left : 0px;}@media only screen and (max-width:640px) {.fusion-body .fusion-flex-container.fusion-builder-row-1{ padding-right : 0px;padding-left : 0px;}}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-justify-content-center\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_4_5 4_5 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-1 fusion-text-no-margin\" style=\"text-align:center;font-size:22px;line-height:1.48em;font-family:&quot;Poppins&quot;;font-weight:500;margin-bottom:25px;\"><article class=\"text-token-text-primary w-full\" dir=\"auto\" data-testid=\"conversation-turn-168\" data-scroll-anchor=\"false\">\n<div class=\"text-base my-auto mx-auto py-5 &#091;--thread-content-margin:--spacing(4)&#093; @&#091;37rem&#093;:&#091;--thread-content-margin:--spacing(6)&#093; @&#091;72rem&#093;:&#091;--thread-content-margin:--spacing(16)&#093; px-(--thread-content-margin)\">\n<div class=\"&#091;--thread-content-max-width:32rem&#093; @&#091;34rem&#093;:&#091;--thread-content-max-width:40rem&#093; @&#091;64rem&#093;:&#091;--thread-content-max-width:48rem&#093; mx-auto flex max-w-(--thread-content-max-width) flex-1 text-base gap-4 md:gap-5 lg:gap-6 group\/turn-messages focus-visible:outline-hidden\">\n<div class=\"group\/conversation-turn relative flex w-full min-w-0 flex-col agent-turn\">\n<div class=\"relative flex-col gap-1 md:gap-3\">\n<div class=\"flex max-w-full flex-col grow\">\n<div class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal &#091;.text-message+&amp;&#093;:mt-5\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"8e0782ee-4ee2-4371-9742-abf405b5db7d\" data-message-model-slug=\"gpt-4o\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-&#091;3px&#093;\">\n<div class=\"markdown prose dark:prose-invert w-full break-words light\">\n<p data-start=\"95\" data-end=\"452\" data-is-last-node=\"\" data-is-only-node=\"\">Amanda Kahalehoe is the COO of Vicious Biscuit, a fast-growing Southern-inspired brunch brand known for its bold flavors and heartfelt hospitality. With a background in brand strategy and restaurant operations, Amanda leads the company\u2019s expansion across multiple states while keeping its culture rooted in genuine guest care.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/article>\n<\/div><div style=\"text-align:center;\"><style>.fusion-imageframe.imageframe-1 img{aspect-ratio:16 \/ 9;object-position:10% 42%;}<\/style><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none has-aspect-ratio\"><img decoding=\"async\" width=\"300\" height=\"169\" alt=\"Alex Canter Blog Pic\" title=\"Podcast Blog Pic\" src=\"https:\/\/ovationup.com\/wp-content\/uploads\/2025\/10\/Podcast-Blog-Pic-1-300x169.jpg\" class=\"img-responsive wp-image-16427 img-with-aspect-ratio\" srcset=\"https:\/\/ovationup.com\/wp-content\/uploads\/2025\/10\/Podcast-Blog-Pic-1-200x113.jpg 200w, https:\/\/ovationup.com\/wp-content\/uploads\/2025\/10\/Podcast-Blog-Pic-1-400x225.jpg 400w, https:\/\/ovationup.com\/wp-content\/uploads\/2025\/10\/Podcast-Blog-Pic-1-600x338.jpg 600w, https:\/\/ovationup.com\/wp-content\/uploads\/2025\/10\/Podcast-Blog-Pic-1-800x450.jpg 800w, https:\/\/ovationup.com\/wp-content\/uploads\/2025\/10\/Podcast-Blog-Pic-1-1200x675.jpg 1200w, https:\/\/ovationup.com\/wp-content\/uploads\/2025\/10\/Podcast-Blog-Pic-1.jpg 1920w\" sizes=\"(max-width: 640px) 100vw, 1200px\" \/><\/span><\/div><div class=\"fusion-sharing-box fusion-sharing-box-1 boxed-icons\" style=\"background-color:rgba(255,255,255,0);padding:0;margin-top:0px;margin-bottom:0px;\" data-title=\"Building a Fierce Yet Friendly Brand with Amanda Kahalehoe of Vicious Biscuit\" data-link=\"https:\/\/ovationup.com\/amanda-kahalehoe-podcast\/\"><h4 class=\"tagline\" style=\"color:#212934;\">Share This Podcast!<\/h4><div class=\"fusion-social-networks sharingbox-shortcode-icon-wrapper sharingbox-shortcode-icon-wrapper-1 boxed-icons\"><span><a 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0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-justify-content-center\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_4_5 4_5 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-2\" style=\"font-size:20px;margin-top:20px;\"><p><em>Give An Ovation is the podcast where we interview restaurant owners, operators, and experts, to get their strategies and tactics so that you can deliver a 5-star guest experience. <strong>Available on all major podcasting sites.<\/strong><\/em><\/p>\n<\/div><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row fusion-flex-align-items-flex-start fusion-flex-justify-content-center\" style=\"width:104% !important;max-width:104% !important;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-0 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div style=\"text-align:center;\"><span class=\" fusion-imageframe imageframe-none imageframe-2 hover-type-none\"><a class=\"fusion-no-lightbox\" href=\"https:\/\/podcasts.apple.com\/us\/podcast\/give-an-ovation\/id1499889344\" target=\"_blank\" aria-label=\"Apple-Podcasts\" rel=\"noopener 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fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div style=\"text-align:center;\"><span class=\" fusion-imageframe imageframe-none imageframe-8 hover-type-none\"><a class=\"fusion-no-lightbox\" href=\"https:\/\/castro.fm\/podcast\/4b332daa-9a6a-4910-a388-84ef982e0c7e\" target=\"_blank\" aria-label=\"Castro\" rel=\"noopener noreferrer\"><img decoding=\"async\" width=\"64\" height=\"64\" src=\"https:\/\/ovationup.com\/wp-content\/uploads\/2021\/04\/Castro.png\" alt class=\"img-responsive wp-image-3259\"\/><\/a><\/span><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-nested-column-6{width:12.5% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-nested-column-6 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 15.36%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 15.36%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-nested-column-6{width:25% !important;order : 0;}.fusion-builder-nested-column-6 > .fusion-column-wrapper {margin-right : 7.68%;margin-left : 7.68%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-nested-column-6{width:25% !important;order : 0;}.fusion-builder-nested-column-6 > .fusion-column-wrapper {margin-right : 7.68%;margin-left : 7.68%;}}<\/style><\/div><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-7 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div style=\"text-align:center;\"><span class=\" fusion-imageframe imageframe-none imageframe-9 hover-type-none\"><a class=\"fusion-no-lightbox\" href=\"https:\/\/feeds.buzzsprout.com\/887458.rss\" target=\"_blank\" aria-label=\"RSS\" rel=\"noopener noreferrer\"><img decoding=\"async\" width=\"64\" height=\"64\" src=\"https:\/\/ovationup.com\/wp-content\/uploads\/2021\/04\/RSS.png\" alt class=\"img-responsive wp-image-3263\"\/><\/a><\/span><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-nested-column-7{width:12.5% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-nested-column-7 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 15.36%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 15.36%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-nested-column-7{width:25% !important;order : 0;}.fusion-builder-nested-column-7 > .fusion-column-wrapper {margin-right : 7.68%;margin-left : 7.68%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-nested-column-7{width:25% !important;order : 0;}.fusion-builder-nested-column-7 > .fusion-column-wrapper {margin-right : 7.68%;margin-left : 7.68%;}}<\/style><\/div><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-2{width:80% !important;margin-top : 0px;margin-bottom : 0px;}.fusion-builder-column-2 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 2.4%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 2.4%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-2{width:80% !important;order : 0;}.fusion-builder-column-2 > .fusion-column-wrapper {margin-right : 2.4%;margin-left : 2.4%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-2{width:100% !important;order : 0;}.fusion-builder-column-2 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-3{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div>\n<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container font-size-heading nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-justify-content-center\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_4_5 4_5 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-3\"><div>\n<p>Zack Oates sits down with Amanda Kahalehoe, COO of Vicious Biscuit, to unpack scaling \u201cvicious\u201d flavor with Southern hospitality, listening at scale, and saying no to protect the guest and team experience.<\/p>\n<h2>Out-Hospitality Your Competition (03:10)<\/h2>\n<p>Today\u2019s edge isn\u2019t price or flavor alone\u2014it\u2019s how guests feel.<\/p>\n<p>\u201cYou no longer need to out-flavor or out-price\u2014you have to out-hospitality your competition.\u201d<\/p>\n<h2>Listen \u2192 Launch \u2192 Keep Listening (06:05)<\/h2>\n<p>Catering, rewards, and the mobile app were built from guest feedback\u2014and then iterated in real time.<\/p>\n<p>\u201cPatterns, preferences, unmet expectations\u2014those signals shaped what we launched and how we refine it.\u201d<\/p>\n<h2 class=\"fusion-responsive-typography-calculated\" style=\"--fontsize: 22; line-height: 1.5; --minfontsize: 22;\" data-fontsize=\"22\" data-lineheight=\"33px\">Be Vicious, Not Everything (08:32)<\/h2>\n<p>Clear boundaries beat trying to please everyone (e.g., gluten-free wins; not every niche request).<\/p>\n<p>\u201cWe can\u2019t be everything to everybody. Know your brand, do it exceptionally, and say no when it hurts ops or experience.\u201d<\/p>\n<h2 class=\"fusion-responsive-typography-calculated\" style=\"--fontsize: 22; line-height: 1.5; --minfontsize: 22;\" data-fontsize=\"22\" data-lineheight=\"33px\">Team-First Ops = Better Guest Experience (11:06)<\/h2>\n<p>Quarterly surveys, weekly GM calls, and store walks identify friction before guests feel it.<\/p>\n<p>\u201cWe reduce complexity so teams can deliver hospitality\u2014across dine-in and off-prem.\u201d<\/p>\n<h2 class=\"fusion-responsive-typography-calculated\" style=\"--fontsize: 22; line-height: 1.5; --minfontsize: 22;\" data-fontsize=\"22\" data-lineheight=\"33px\">Capture the First-Timer, Earn the Third Visit (13:48)<\/h2>\n<p>A proprietary \u201cfirst-time guest\u201d cue triggers manager touches and frequency plays.<\/p>\n<p>\u201cWe track first visits and aim for visit two and three\u2014because lifetime value starts there.\u201d<\/p>\n<h2 class=\"fusion-responsive-typography-calculated\" style=\"--fontsize: 22; line-height: 1.5; --minfontsize: 22;\" data-fontsize=\"22\" data-lineheight=\"33px\">Links:<\/h2>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/amanda-kahalehoe-6683a987\/\">https:\/\/www.linkedin.com\/in\/amanda-kahalehoe-6683a987\/<\/a><\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/company\/vicious-biscuit\/\">https:\/\/www.linkedin.com\/company\/vicious-biscuit\/<\/a><\/p>\n<p><a href=\"https:\/\/viciousbiscuit.com\/\">https:\/\/viciousbiscuit.com\/<\/a><\/p>\n<h2 class=\"fusion-responsive-typography-calculated\" style=\"--fontsize: 22; line-height: 1.5; --minfontsize: 22;\" data-fontsize=\"22\" data-lineheight=\"33px\">Transcript<\/h2>\n<p>00:00:00:06 &#8211; 00:00:23:10<\/p>\n<p>Zack Oates<\/p>\n<p>Welcome to another edition of Give an Ovation the Restaurant Guest Experience podcast. I&#8217;m your host, Zack Oates, and each week I get to chat with industry experts to get their strategies and tactics to help you create a five star guest experience. This podcast is powered by ovation, the feedback and operations platform built for multi-unit restaurants. Learn what&#8217;s actually happening near restaurants and how to improve without just a long survey.<\/p>\n<p>00:00:23:11 &#8211; 00:00:47:19<\/p>\n<p>Zack Oates<\/p>\n<p>Learn more at ovation up.com. And I am so excited to have Amanda Kahalehoe with us today. She is the CEO of Vicious Biscuit. I have heard her speak from stage. Amanda and I have connected at numerous trade shows. She has got such a great emphasis on the guest experience and has a brand to prove it. So Amanda, welcome to the podcast.<\/p>\n<p>00:00:47:20 &#8211; 00:00:49:06<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Thank you for having me, Zach.<\/p>\n<p>00:00:49:11 &#8211; 00:01:10:04<\/p>\n<p>Zack Oates<\/p>\n<p>So for those who aren&#8217;t familiar, tell me a little bit about Vicious Biscuit. First of all, what a cool brand. Because it&#8217;s not like, you know, there&#8217;s some brands that are like try to be way super aggressive. And there are some brands that are like very bland. And I think vicious biscuit strikes that balance of like you hear it and it sounds edgy but not like I&#8217;m trying to be edgy.<\/p>\n<p>00:01:10:06 &#8211; 00:01:12:12<\/p>\n<p>Zack Oates<\/p>\n<p>So tell me about the brand for those who don&#8217;t know about it.<\/p>\n<p>00:01:12:12 &#8211; 00:01:36:23<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Yeah. So the brand started in Charleston, South Carolina in 2018. So flagship location is in a little, you know, town right outside of Charleston, Mount Pleasant, South Carolina, and one of the suburbs of Charleston proper. And it took off. There were such fervor around this brand. It actually started as a catering concept. It&#8217;s very indulgent biscuit creations. We obviously have a pretty diverse menu of other things, not just biscuits.<\/p>\n<p>00:01:36:24 &#8211; 00:01:57:01<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>We have our, you know, healthy options bowls, craft cocktails. We do it all. It&#8217;s a very diverse brunch. You know, we&#8217;re open 7 to 2 on the weekdays, 7 to 3 on the weekends. And the brand has just accelerated its growth in the last seven years or so. We started in Charleston, opened another location in Summerville is a, which is just outside, about 30 miles outside of Charleston.<\/p>\n<p>00:01:57:03 &#8211; 00:02:18:05<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>And then we spread out a little bit just to understand and get to know who our market was and who our customer was. So we have currently six corporate locations. We have three open franchise locations, and we have four more franchise locations in development as we speak, opening in Q1 of 2026. So we have scaled and grown. And you&#8217;re right.<\/p>\n<p>00:02:18:06 &#8211; 00:02:37:24<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>So the brand, it&#8217;s really a delicate balance between leaning into that vicious name, but also leaning into the culture of that southern roots with that hospitality. So we&#8217;re vicious in what we do in terms of the food that&#8217;s unique. It&#8217;s, you know, flavorful, it&#8217;s powerful. But in terms of the culture itself, we&#8217;re very deeply rooted in hospitality.<\/p>\n<p>00:02:38:01 &#8211; 00:02:54:21<\/p>\n<p>Zack Oates<\/p>\n<p>Yeah. And I think that&#8217;s the thing. You look online like I&#8217;m looking at your pictures right now. I&#8217;m looking at this biscuit, eggs, bacon and potatoes. And it&#8217;s just like, oh man, I feel like they just want to go to like, Auntie Grandma&#8217;s house and like sit down and have that for breakfast. Like, it just looks so happy.<\/p>\n<p>00:02:54:21 &#8211; 00:03:10:11<\/p>\n<p>Zack Oates<\/p>\n<p>Yes. And I love that emphasis that you have on thinking about what does the guest feel about this. And that&#8217;s something I&#8217;ve heard you talk about before. And so talk to me about your philosophy on what do you feel like is the most important aspect of guest experience nowadays?<\/p>\n<p>00:03:10:13 &#8211; 00:03:35:09<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Yeah, and it&#8217;s such a good question, Zach, because I think today the consumer expects more than just good food. Right? They want to be seen to be known, to be met where they are in their dining experience. Right. This landscape, they want you to deliver something that is frictionless, that&#8217;s personalized. That&#8217;s not an advantage anymore. That is a differentiator in this particular climate of the restaurant industry, I think.<\/p>\n<p>00:03:35:09 &#8211; 00:03:50:12<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>So, you know, we live in a time where you no longer need to out flavor and out price your competitor. You have to out serve them. You have to care for them. You have to out hospitality, your competition. And I think what we&#8217;ve done really well is that, you know, we lean into the vicious side of that, right?<\/p>\n<p>00:03:50:12 &#8211; 00:04:09:15<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>We&#8217;ve never lost sight of that. And I think when brands have leaned into automation and efficiency at the expense of the guest experience, we&#8217;ve doubled down on the hospitality and not just in the dining room. Right? We translate it across all channels yet to really interact with the guest. Yeah, born in the South. But we&#8217;re built to serve our hospitality everywhere, which is hard to scale.<\/p>\n<p>00:04:09:15 &#8211; 00:04:14:12<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>We&#8217;re all over. We&#8217;re up in Ohio. We&#8217;re over in Mississippi, Louisiana, down in Florida.<\/p>\n<p>00:04:14:13 &#8211; 00:04:17:04<\/p>\n<p>Zack Oates<\/p>\n<p>You&#8217;re even in South Jersey? Yeah, Florida, South Jersey.<\/p>\n<p>00:04:17:04 &#8211; 00:04:18:18<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Right. Not so.<\/p>\n<p>00:04:18:18 &#8211; 00:04:24:15<\/p>\n<p>Zack Oates<\/p>\n<p>Yeah. No, I&#8217;m. I&#8217;m joking. Yeah, I know, I&#8217;m from Long Island. Okay.<\/p>\n<p>00:04:24:15 &#8211; 00:04:25:20<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>So you get it. I got a.<\/p>\n<p>00:04:25:20 &#8211; 00:04:46:23<\/p>\n<p>Zack Oates<\/p>\n<p>Six burrow, right? Yeah, yeah. I mean, I know everyone&#8217;s got, I was, I got a cousin in Florida, but I love that you need to out hospitality. Your competition because I love that line of that. Your food in your service. That&#8217;s like table stakes. But it&#8217;s like, how do they feel? How do they really feel? Right? And that hospitality goes beyond service as our good friend will get there.<\/p>\n<p>00:04:46:23 &#8211; 00:05:20:16<\/p>\n<p>Zack Oates<\/p>\n<p>It talks about and it&#8217;s about being seen, being felt, being heard, feeling that on the other side love. Right. And that the hand-to-hand combat is what it takes to win in restaurants nowadays. It&#8217;s no longer, hey, just put up your sign and start flipping pancakes. You got to have it hand to hand. And if you&#8217;re not ready to get hand to hand with your guests and make sure that whether they&#8217;re dying in dining out, that they know that you care about them and their experience and you&#8217;re making it use the word frictionless for you to connect with them.<\/p>\n<p>00:05:20:18 &#8211; 00:05:24:13<\/p>\n<p>Zack Oates<\/p>\n<p>This might not be the right industry for you anymore because that&#8217;s what it takes, right?<\/p>\n<p>00:05:24:17 &#8211; 00:05:43:24<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>It says I was at a conference, I was a QSR in Atlanta, and the other speaker on my panel, he said, probably the most brilliant line I had heard in a long time. He said before Covid, we were the hospitality business. After Covid, we became the food industry and I think that single shift said it all. You know, you wonder why traffic is down as an industry.<\/p>\n<p>00:05:44:04 &#8211; 00:06:00:22<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>It&#8217;s because people no longer feel anything when they&#8217;re dining out, right? It&#8217;s formulaic, soulless, predictable, templated. That&#8217;s something we really try hard to combat and bring back that hospitality and that full service feel, even though that we&#8217;re fast casual.<\/p>\n<p>00:06:00:24 &#8211; 00:06:05:18<\/p>\n<p>Zack Oates<\/p>\n<p>So with that, what are some tactics that you&#8217;ve used to improve the guest experience?<\/p>\n<p>00:06:05:20 &#8211; 00:06:26:11<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>So if you don&#8217;t know, we&#8217;ve really launched a lot this year in terms of our technology staff to really understand, you know, our customer base, number one. But we also I would say the simplest and most overlooked tactic is what we double down on is listening to our guests. Which is ironic, right? This is your podcast and this is your wheelhouse.<\/p>\n<p>00:06:26:16 &#8211; 00:06:53:13<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>But I think brands really, truly forget it&#8217;s not just about the praise and compliments that feedback that you get, but it&#8217;s patterns, it&#8217;s preferences. It&#8217;s the unmet expectations of feedback that are hiding in plain sight. And I think a commitment to listening has directly shaped our initiatives. Right. So recently we launched a catering platform rewards program, branded mobile app that was all borne entirely of guest feedback through surveys and studies that we did to listen to our guests.<\/p>\n<p>00:06:53:13 &#8211; 00:07:12:24<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>And we heard them. They wanted flexibility, they wanted customization. They wanted to engage with us beyond the four walls. So we tried to build an experience around that integrating loyalty, frequency customization, getting them to engage with us on their own terms. But what I will say is, I think that&#8217;s where it becomes a choke point for a lot of brands, right?<\/p>\n<p>00:07:12:24 &#8211; 00:07:41:08<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>You can listen, you can implement, but then there&#8217;s this whole piece of follow through, right? So once you launch something, whatever it is we say in listening mode, always because our guests have lots of opinions, whether it&#8217;s around experience, user experience, menu visibility, menu ideation, delivery speeds, delivery fees, we don&#8217;t ignore them. So we try to take feedback and really apply real time adjustments, proving to our guests that their voices are heard and they&#8217;re not lost in a void.<\/p>\n<p>00:07:41:10 &#8211; 00:08:03:09<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>And I think that&#8217;s a really underrated way to deliver a great guest experience. And I think, too, it creates a team experience where they&#8217;re seeing their leadership react and respond to feedback in real time, and it empowers them also to deliver feedback and hospitality and that experience over the top, and it empowers them to do the same, if you will.<\/p>\n<p>00:08:03:09 &#8211; 00:08:15:01<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>So hospitality starts here. We try to deliver it by listening and applying the feedback and not letting it get lost in the natural void. And that has elevated the experience and really created recurring customers for us.<\/p>\n<p>00:08:15:03 &#8211; 00:08:32:05<\/p>\n<p>Zack Oates<\/p>\n<p>How do you differentiate between the really vocal minority? You know, there&#8217;s 1 or 2 people who will come in and just make such a stink about this one thing, but it&#8217;s just not a trend that you&#8217;re seeing. How do you differentiate between the trends and the loud one person?<\/p>\n<p>00:08:32:05 &#8211; 00:08:50:12<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Yeah, we say no, we do. We can&#8217;t be everything to everybody. And I think that&#8217;s where we lead into the vicious. I will tell you, we get a lot of feedback right now around people are very concerned what&#8217;s in their food products, and rightfully so. But we can&#8217;t be everything to everybody. We might not carry a vegan product.<\/p>\n<p>00:08:50:12 &#8211; 00:09:09:00<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>We might not have the special soy oil that only this particular consumer can eat. So we&#8217;re transparent. We take the feedback, we try to educate and explain to the best of our ability. But there is a point where we can only deliver so much to the guest experience, so we may not capture every customer we do our best.<\/p>\n<p>00:09:09:00 &#8211; 00:09:22:00<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Our most recent menu ideation has been around gluten free. We have a wonderful gluten free product, probably one of the best out there in terms of biscuits. I personally like it more than all of our other biscuits. Don&#8217;t tell anybody. Well, I just told okay, I&#8217;ve been I.<\/p>\n<p>00:09:22:00 &#8211; 00:09:23:23<\/p>\n<p>Zack Oates<\/p>\n<p>Won&#8217;t tell anyone.<\/p>\n<p>00:09:24:00 &#8211; 00:09:41:01<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>But we&#8217;ve curated an entire menu around it because we saw this growing trend of guests and consumers that really wanted it. But we&#8217;re not dairy free in many ways, so there&#8217;s just some nuances to that. We&#8217;re trying to listen to the trends and the feedback, but we do have to listen mostly to the masses because there&#8217;s real expense to that.<\/p>\n<p>00:09:41:01 &#8211; 00:09:59:09<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Right? So you just have to know when to say no. Your brand is who your brand is and you have to do that well. And I think there are some great brands out there that do that. I think that&#8217;s the success of chick fil A and the success of Raising Cane&#8217;s. They know who they are, they do their product extremely well and they don&#8217;t change who they are for others, they are their brand.<\/p>\n<p>00:09:59:11 &#8211; 00:10:35:19<\/p>\n<p>Zack Oates<\/p>\n<p>We actually had just a couple weeks ago the what I refer to lovingly as the sixth guy of Five Guys. Yeah, he was a guy that came in and they they brought him into actually, they had a couple locations and he franchised them all the way up to where they are today, 500 or something. Yeah. Anyway, so I was chatting with him on this podcast a couple weeks ago, and the choice that five guys made to use peanut oil and to have peanuts in their store, I mean, this 5% of the population that is like either deathly allergic to or immediately related to someone who is definitely allergic to peanuts, where they can&#8217;t even walk<\/p>\n<p>00:10:35:19 &#8211; 00:10:56:04<\/p>\n<p>Zack Oates<\/p>\n<p>into a Five Guys. But they did that because they knew who they were. They knew who they weren&#8217;t. And like, that was a choice. They&#8217;re not the choice for everyone, but not everybody wants to buy like a $25 hamburger and fries. But some people do, and they&#8217;re crushing it and they&#8217;re great. I love that mentality of really leaning into who you are.<\/p>\n<p>00:10:56:04 &#8211; 00:11:06:04<\/p>\n<p>Zack Oates<\/p>\n<p>Like, how did you come about figuring out what is Vicious Biscuit and what isn&#8217;t Vicious biscuit like? What would you recommend to a brand who&#8217;s trying to understand where do I say no?<\/p>\n<p>00:11:06:06 &#8211; 00:11:31:03<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>It is trial and error. I don&#8217;t think there&#8217;s a direct roadmap. I think there&#8217;s a couple things you have to, you know, again, we listen to the feedback of the consumers, but it really does come down to the operation and the team because if they can&#8217;t execute something because it&#8217;s complex and or it creates a really disengaging or negative environment for them, that&#8217;s going to translate down to the guest.<\/p>\n<p>00:11:31:05 &#8211; 00:11:51:24<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>So what we try to do is really put the operations even when we. Menu. Idiot. Right. So I mean everybody is on the track of LTO seasonality or always trying to push traffic. When we ideate, we&#8217;re always thinking about the complexity of the business. When we added first party ordering, we reduce the modifications for the consumer because again, it&#8217;s a lot for the team to execute.<\/p>\n<p>00:11:51:24 &#8211; 00:11:59:14<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>We want their experience to be positive and thus a lot of what we do and how we say no leans into the team experience.<\/p>\n<p>00:11:59:16 &#8211; 00:12:08:07<\/p>\n<p>Zack Oates<\/p>\n<p>Interesting. So how do you talk to your team? Like how do you understand what your team is feeling about things? Do you survey them? Do you just do store visits? What&#8217;s your philosophy?<\/p>\n<p>00:12:08:07 &#8211; 00:12:31:19<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>We do surveys. They&#8217;re usually on a quarterly basis. We spend a lot of time in the restaurants, and we also have weekly zoom calls with them. Just to get their feedback. You know, in particular, I have been on each GM call, I think, since the start of August or actually when we started pilot testing. So this goes back to July, our app and just constantly getting their feedback around their friction points and just hearing what they&#8217;re saying in the business.<\/p>\n<p>00:12:31:19 &#8211; 00:12:53:19<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>This created a negative interaction with the team. This is very difficult to train. This creates complexity. When we&#8217;re sending this out to go, it&#8217;s asking a lot of questions. It&#8217;s asking, where can I help? Where can I lean in? Where are the friction points? Where are the guests giving you negative feedback? Because the mode process for us has a high touch point in our brand as part of the operational service point.<\/p>\n<p>00:12:53:21 &#8211; 00:13:13:11<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>If you don&#8217;t know our concept, you order fast casual at a counter, but everything else is full service. So we bring our food, your food out to you, we bus your tables, and there&#8217;s a manager that touches each of those tables to get feedback from the guests. So we&#8217;re constantly ingesting that information. We want highly efficient throughput. We want great food quality both in dining and off premises.<\/p>\n<p>00:13:13:11 &#8211; 00:13:34:23<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Our food carries very well. So you know, for us, a lot of again, what we say know around is really just what works and what doesn&#8217;t. When we first started, we didn&#8217;t put everything on the third party menu because we didn&#8217;t know how it would carry. We didn&#8217;t know I was traveling. We wanted to make sure the customer get had the best experience, because if that was their first time engaging with fish as biscuit, we wanted it to be as good as a dining experience.<\/p>\n<p>00:13:34:23 &#8211; 00:13:38:24<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>So a lot of it is just around operational excellence.<\/p>\n<p>00:13:39:01 &#8211; 00:13:47:23<\/p>\n<p>Zack Oates<\/p>\n<p>That word operational excellence is a pretty polarizing phrase because there&#8217;s so many things that it entails and doesn&#8217;t entail, like what do you define as operational excellence?<\/p>\n<p>00:13:48:00 &#8211; 00:13:54:08<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Guest feedback. Number one, the guest experience. I&#8217;m sure you&#8217;ve seen the red napkin technique. The guest has.<\/p>\n<p>00:13:54:08 &#8211; 00:14:06:03<\/p>\n<p>Zack Oates<\/p>\n<p>You have oh my gosh. I actually just was with John Taffer yesterday. The crave worthy stuff. I mean, yeah, I mean, the Red napkin thing is just getting them to come in that third time is just so critical.<\/p>\n<p>00:14:06:05 &#8211; 00:14:15:06<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>So we have a proprietary method that we know in this restaurant at all times. Who&#8217;s a first time guests? It&#8217;s part of our script. It&#8217;s part of our operational component.<\/p>\n<p>00:14:15:06 &#8211; 00:14:19:03<\/p>\n<p>Zack Oates<\/p>\n<p>You put a sticker on their forehead. If something just does.<\/p>\n<p>00:14:19:05 &#8211; 00:14:37:02<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Something to that effect. But at any time the manager can scan the dining room and any team member and they know who&#8217;s a first time guest versus not. And there&#8217;s a reason for that, because we know we have one chance to wow that guest. And if we can capture them a second time and a third time, there&#8217;s tremendous lifetime value to that.<\/p>\n<p>00:14:37:02 &#8211; 00:14:58:05<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Guest. And so we&#8217;re really monitoring frequency, especially as we now have more data points through all of our new technology integrations. And we&#8217;ve seen this tremendous lift as we benefit from new initiatives, benefit from rewarding the guests. Right, making them feel that they are a part of our culture and community. So there&#8217;s just a lot of that&#8217;s really what it&#8217;s about.<\/p>\n<p>00:14:58:05 &#8211; 00:15:18:15<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>It&#8217;s just capturing that guest and getting frequency out of them is so hard to acquire a new guest. You have such great opportunity to bring your existing guests back, and we love having our cult following. I&#8217;m not joking. Today we just got something from a guest. They made a country song about us. Oh my gosh. I mean, that&#8217;s the kind of guest that we have.<\/p>\n<p>00:15:18:15 &#8211; 00:15:27:19<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>They they make ads for us. I mean, we really do. We get personalized letters all of the time. I mean, that&#8217;s how you know that you&#8217;re doing something pretty special.<\/p>\n<p>00:15:27:21 &#8211; 00:15:36:10<\/p>\n<p>Zack Oates<\/p>\n<p>Yeah, I love that. Awesome. Well, Amanda, who is someone in the restaurant industry that we should be following? Who? Someone who deserves an ovation. Sir.<\/p>\n<p>00:15:36:12 &#8211; 00:15:54:16<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>I had to think really long and hard about this question, Zach, because there&#8217;s so many amazing restaurateurs out there that are innovating and just inspiring. So I pick someone that is a little nontraditional. They&#8217;re not an operator, but they make waves in this industry. Do you know? Well, Raleigh restaurant owners uncorked.<\/p>\n<p>00:15:54:18 &#8211; 00:15:56:08<\/p>\n<p>Zack Oates<\/p>\n<p>Oh no, I don&#8217;t.<\/p>\n<p>00:15:56:10 &#8211; 00:16:19:02<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>So if you are not following the podcast restaurant owners on caught, you need to will Raleigh look him up. He&#8217;s on everything Spotify, Apple Podcasts I think he just has this masterclass in storytelling and connection and real world insights. He has such a gift of getting people to open up and not about the headlines and the polished PR, but about the real challenges of the business.<\/p>\n<p>00:16:19:02 &#8211; 00:16:42:17<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>There are lessons there, losses there breakthroughs. What defines the business? He just has this unique ability to connect all the dots across a very human industry, and he amplifies the voice of everybody. It can be an independent operator, multi-unit operator, legacy brand leaders, young emerging founders. He&#8217;s archiving the heart of hospitality. I think for me, for I didn&#8217;t grow up in this industry, right?<\/p>\n<p>00:16:42:17 &#8211; 00:16:55:06<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>I don&#8217;t come, so I come with these fresh eyes. And I have had to learn through a lot of trial and error and experience and I found that he is the connective tissue, and we need more people that make our industry visible and accessible.<\/p>\n<p>00:16:55:08 &#8211; 00:17:06:06<\/p>\n<p>Zack Oates<\/p>\n<p>Yeah. Seen the logo? I know, I&#8217;ve seen this. I know I&#8217;ve heard the podcast looking at what there is. And I mean, he&#8217;s got 615 episodes. Yeah. Oh my gosh that&#8217;s amazing.<\/p>\n<p>00:17:06:06 &#8211; 00:17:19:19<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Yeah. He&#8217;s phenomenal. And there&#8217;s some really unique folks on there. But again, it&#8217;s not just fluff. It&#8217;s real challenges and real stories of how people have scaled their business. And if you&#8217;re a restaurateur, he&#8217;s absolutely one to give a listen to.<\/p>\n<p>00:17:19:21 &#8211; 00:17:24:19<\/p>\n<p>Zack Oates<\/p>\n<p>Very cool. Love that. Yeah. Awesome. Well, how do people find and follow you and vicious biscuit.<\/p>\n<p>00:17:24:19 &#8211; 00:17:46:19<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>Surf is biscuit.com. We&#8217;re on LinkedIn. We&#8217;re on Instagram at Vicious Biscuits. We&#8217;re on Facebook. Vicious biscuit TikTok, vicious biscuits cakes. And if you&#8217;re in one of our markets and we have ten of them currently, please download our new app. It&#8217;s vicious biscuit. You can find it in the Google Play Store or the App Store. You can earn points, rewards and secret menu coming up.<\/p>\n<p>00:17:46:21 &#8211; 00:17:55:23<\/p>\n<p>Zack Oates<\/p>\n<p>Awesome. Well, Amanda, for being the sweetest, vicious brand that I know of and for being song worthy, today&#8217;s ovation goes to you. Thank you for joining us.<\/p>\n<p>00:17:56:00 &#8211; 00:17:57:23<\/p>\n<p>Amanda Kahalehoe<\/p>\n<p>I appreciate it, Zach.<\/p>\n<p>00:17:58:00 &#8211; 00:18:20:13<\/p>\n<p>Zack Oates<\/p>\n<p>Thanks for joining us today. If you liked this episode, leave us a review on Apple Podcasts or your favorite place to listen. We&#8217;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&#8217;d like to learn how we can help you measure and create a better guest experience, visit us at ovation up.com.<\/p>\n<\/div>\n<div><\/div>\n<\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-3{width:80% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-3 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 2.4%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 2.4%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-3{width:80% !important;order : 0;}.fusion-builder-column-3 > .fusion-column-wrapper {margin-right : 2.4%;margin-left : 2.4%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-3{width:100% !important;order : 0;}.fusion-builder-column-3 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-4{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-5 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#eaeaea;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-justify-content-center\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-4 fusion_builder_column_5_6 5_6 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-4 fusion-text-no-margin\" style=\"color:rgba(74,78,87,0.66);margin-bottom:20px;\"><p>Thanks for reading! Make sure to check out the whole episode, as well as other interviews with restaurant gurus by checking out \u201cGive an Ovation: A Podcast For Restaurants\u201d on <u><a href=\"ovationup.com\/podcast\">ovationup.com\/podcast<\/a><\/u> or your favorite place to listen to podcasts.<\/p>\n<\/div><style type=\"text\/css\">@media only screen and (max-width:1024px) {.fusion-title.fusion-title-1{margin-top:10px!important; margin-right:0px!important;margin-bottom:-15px!important;margin-left:0px!important;}}@media only screen and (max-width:640px) {.fusion-title.fusion-title-1{margin-top:10px!important; margin-right:0px!important;margin-bottom:10px!important; margin-left:0px!important;}}<\/style><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-three\" style=\"font-size:18px;margin-top:10px;margin-right:0px;margin-bottom:-15px;margin-left:0px;\"><h3 class=\"title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;font-size:1em;color:rgba(0,0,0,0.42);--fontSize:18;--minFontSize:18px;line-height:1.3;\">More Episodes<\/h3><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-4{width:83.333333333333% !important;margin-top : 0px;margin-bottom : 0px;}.fusion-builder-column-4 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 2.304%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 2.304%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-4{width:83.333333333333% !important;order : 0;}.fusion-builder-column-4 > .fusion-column-wrapper {margin-right : 2.304%;margin-left : 2.304%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-4{width:100% !important;order : 0;}.fusion-builder-column-4 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-5{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div>\n<\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":17,"featured_media":16427,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[18,17],"tags":[],"class_list":["post-16423","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-tips","category-podcasts"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.8 (Yoast SEO v23.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Amanda Kahalehoe | Viscious Biscuit | Ovation Podcast<\/title>\n<meta name=\"description\" content=\"From Charleston roots to a growing national footprint, Amanda Kahalehoe has built a brand that\u2019s both fierce and warm. As COO of Vicious Biscuit, she shares how her team balances bold, indulgent food with genuine Southern hospitality. Amanda and Zack dive into how her brand \u201cout-hospitalities\u201d the competition, the power of listening to guests, and what operational excellence really means in today\u2019s restaurant world.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ovationup.com\/amanda-kahalehoe-podcast\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Building a Fierce Yet Friendly Brand with Amanda Kahalehoe of Vicious Biscuit\" \/>\n<meta property=\"og:description\" content=\"From Charleston roots to a growing national footprint, Amanda Kahalehoe has built a brand that\u2019s both fierce and warm. As COO of Vicious Biscuit, she shares how her team balances bold, indulgent food with genuine Southern hospitality. 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