Love + Service + Care = A Successful Restaurant with Fred Glick

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Here’s a little “Give An Ovation” behind the scenes for you: for every episode we find one amazing quote from the guest (called the “knowledge bomb”) to use when promoting the podcast on social media. 

And wow, was it hard to choose just one quote this time!

We were pleased to have Fred Glick, President of Amergent Hospitality Group, Inc., on this edition of what felt like one 37-minute-long, continuous knowledge bomb. He shared with host Zack Oates the philosophies that have made him such a successful leader and luminary in the industry. You definitely need to check out the whole podcast, but here’s a quick summary of a few of his points: 

1. Balance

You need to be concerned about a triple bottom line: being an employer of choice, destination of choice, and investment of choice. If a restaurant focuses too much on any one of these areas and neglects the others, they’ll start to see problems. 

2. Service Profit Model

We encourage you research this further, but basically the service profit model states that value starts with happy employees. Satisfied workers will take care of customers, who will in turn be loyal to the restaurant. So, you should be treating your employees with the same level of respect you’d want them to give to customers. 

3. Not Just Policies But Philosophies

Policies are necessary, but a successful company culture is created when positive philosophies are rooted deep within employees. In other words, when team members are truly motivated by loving, serving, and caring for customers, they’ll naturally follow whatever customer interaction policies you have in place and create an awesome customer experience.

4. Hire Go-Getters

An easy way to nurture an effective company culture is to hire right. Fred suggests that the most important characteristic to look for in job candidates is that they feel they control the outcomes of their lives. Those who take charge and don’t play the victim will make a great impact in your restaurant. 

5. Have A Way To Measure Feedback

Fred uses Ovation and noted how our platform has helped him get to the “next level” of customer feedback and interaction. At the end of the day, the hospitality industry is about making people happy, and it’s much easier to do that when you can chat with them in real time about their experience. We can help you out too!


Thanks for reading! Make sure to check out the whole podcast, as well as other interviews with restaurant/business gurus by checking out “Give an Ovation” on YouTube,, or your favorite place to listen to podcasts. 

Also be sure to follow Fred on social media if you’re looking for more fantastic content.

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