Episode 652: Building Teams and Battling Chaos: A 25-Year Restaurant Journey with Keith Paul of A Good Egg Dining Grop

Keith Paul of Good Egg Dining discusses the challenges and strategies of navigating the modern hospitality landscape, particularly in the Tulsa and Oklahoma City markets. Keith shares insights on the resilience of the restaurant industry, his philosophy of hands-on coaching and management, and the necessity of prioritizing human connection over "clunky" AI and automation in service. They also examine the economic pressures facing the industry, from minimum wage hikes in California to the rising Consumer Price Index (CPI), emphasizing that slow, intentional growth and a picky hiring process are key to long-term stability.

Key Takeaways

• Industry Resilience: Despite revenue problems and national chaos, the restaurant industry remains one of the most resilient sectors.
• Coaching as Management: Keith's approach to leadership involves understanding the court (the business) and coaching people rather than just managing silos.
• Local Market Focus: Keith emphasizes the value of a deep local presence in Tulsa and Oklahoma City, managing multiple successful concepts within a specific neighborhood.
• Recruiting for "Smiles": Hiring should focus on innate hospitality traits—like a genuine smile and comfort with people—rather than just technical server skills.
• The AI Disconnect: Many current AI and robotic solutions in restaurants are still "clunky" and risk devaluing the human experience.
• Picky Growth: Success often comes from having no desire for rapid, uncontrolled expansion; instead, being picky about the team and locations ensures quality.
• Economic Pressures: External factors like the $20 minimum wage in California and general CPI increases are creating "scary" new realities for hospitality margins.
• Deep Customer Conversations: Moving beyond surface-level interactions to "deeper conversations" is essential for high-value enterprise wins.
• High-Fidelity Service: In an era of mobile apps and digital exposure, the fastest way to lose a customer is to neglect the "human" element of the mission