In the latest episode of Turning Tables, Host and Growth Strategist, Kathleen Wood, and her guest, Hospitality Entrepreneur, James Bonanno, sit down to discuss the importance of having a growth mindset and how to be a digitally forward leader in today’s dynamic environment, while managing risk and streamlining processes.

When Wood asks Bonanno about his experience in the industry, he talks about his early start in food service at the age of 14, and says that he, “grew up in the front of the house.” where he initially waited on tables and then went into bartending through his early 20’s. They talk about Bonanno opening his first Tap Room location in 2011, which was a new concept in the space, bridging the distance between restaurant food and the feel of a local pub. In addition to owning Tap Room, he co-founded the quickserve concept, Bango Bowls, which features fresh menu items like salads, Poke bowls and smoothies. As CEO of Upstream Hospitality Group, Bonanno oversees the growth of both brands which he says continue to scale. He shares that Bango Bowls currently has 6 locations, and that the 4 existing Tap Room locations are projected to grow by an additional 50 units over the next 10 years.

Wood and Bonanno discuss the importance of having a growth mindset. They chat about how all businesses have challenges that will inevitably include road bumps along the way, and why the key to overcoming obstacles involves both personal development, and consuming data through a variety of different mediums, such as books, podcasts and live events, which not only grow your mindset but also help to prepare you for the really difficult times. Bonanno says, “If you don't have that really strong mental mindset and that mindset on growth, then you know some of those bumps can turn into speed blocks, right? And you might fold, or you might stop when you're so close. But not having that strong conviction that ‘hey you know this is part of the journey’, and I have that mentality to lead other people around me and kind of get through this. You really have to elevate where your growth mindset is.”

Bonanno talks about streamlining processes and staying digitally forward. He believes that operators need to analyze every single piece of their business to know how they are executing in each area. Bonanno adds that for literally every aspect of the business, there is a technology available to make the process easier. He shares a few examples, such as using software to streamline scheduling, offering phone based applications for recruiting and utilizing app based training options. He says online ordering should be as seamless as the in-store experience. Wood adds. “Search out those solutions that can either make it better, faster, stronger or more efficient and then recognize that some of these solutions don't have to be huge and super expensive. They can be super cost effective and be very powerful in and of itself.”

They talk about company culture and Bonanno asks Wood for some ideas on keeping and strengthening culture as a brand scales. She shares that in her 20 years of working with amazing brands, there are a few things about culture that she really believes. She says, “One is that culture can't be stolen. Everyone thinks that you could steal people, the recipes, the concept, but the one thing that can't be stolen from a brand or a concept or business is really its culture. And, a healthy culture can accelerate growth, a toxic culture can either derail the growth and in some instances I've actually seen where it's imploded the business.” She talks about when companies think about growth, and business development, their leaders need to define their purpose, mission, vision and values, while putting the same amount of time into building the brand as they do into growing the culture. She says, ”Bad marketing may hurt a company but a poor culture can definitely stop a company from moving forward.”

Tune into the podcast to hear more from Wood and Bonanno about company culture, customer experience and tech stack, or you can listen at iTunes Now!

Produced by Lisa Pepe