About the Episode

In this episode, Jeremy Julian, the CRO of Custom Business Solutions, shares his extensive experience in the restaurant technology sector. He discusses the evolution of CBS, the importance of understanding unique restaurant needs, and the critical lessons learned throughout his career.

Jeremy emphasizes the significance of choosing the right POS system, the necessity of proper project resourcing, and the value of testing support services. He also introduces his podcast, Restaurant Technology Guys, aimed at providing thought leadership and insights to restaurant operators.

The conversation highlights common challenges faced in the industry and the importance of flexibility and collaboration among technology providers. Jeremy Julian and Angelo Esposito discuss the complexities of restaurant technology, focusing on gift card provider contracts, the challenges of all-in-one solutions, and the intricacies of payment processing.

Takeaways

• CBS started as a point of sale reseller and evolved into a software provider.
• Understanding the unique needs of each restaurant is crucial for success.
• Many restaurateurs fail to define their requirements when choosing a POS system.
• Proper resourcing is essential for successful technology implementation.
• Testing support services is vital before committing to a technology provider.
• The Restaurant Technology Guys podcast aims to share insights and best practices.
• No single solution can address all restaurant technology needs effectively.
• Flexibility in technology partnerships is key to avoiding vendor lock-in.
• Restaurant operators should be cautious of technology providers that prioritize their own data over the client's.
• Negotiating SaaS pricing and processing costs can significantly impact profitability. Gift card provider contracts can have significant hidden costs.
• All-in-one solutions may not provide the best specialized services.
• Understanding payment processing is crucial for restaurant profitability.
• Credit card fees can be embedded in monthly costs, making them less visible.
• Interchange rates vary based on card type and can affect overall costs.
• Multi-unit operators benefit from tailored POS solutions.
• Northstar POS focuses on real support and integration for restaurants.
• Discovery calls are essential for understanding client needs before demos.
• Restaurant technology should enhance operations, not complicate them.
• Flexibility in technology choices is vital for restaurant success.

Timestamps

00:00 "CBS: A 30-Year-Old Startup" 04:14 "Customizing Success in Restaurants" 07:08 Under-Resourced Projects Lead to Failures 09:30 Delivery Service Oversights and Challenges 13:06 "Unique Value of Technology Solutions" 18:12 "Integrated Solutions Require Specialization" 20:10 Negotiating Flexibility in Tech Contracts 22:51 Seamless Integration in Modern POS Systems 26:36 "Monetizing Mandatory Credit Card Processing" 29:29 Credit Card Costs for Restaurants 33:38 Casual Dining Tech Solutions 37:48 Tailoring Demos for Brand Success 38:45 Crafting Personalized Business Connections