What does it really take to grow a hospitality brand without watering down what made it special in the first place?In this episode of Science of Service, Rachel sits down with Ivan Orkin—chef, ramen pioneer, and star of Chef’s Table—and Chad Combs, the operational force behind Ivan Ramen’s growing franchise business. Together, they unpack the reality of scaling a cult favorite into a global brand while staying true to its heart.From working with co-packers to maintain consistency, to building out a tech stack that rivals larger chains, Ivan and Chad share the systems, mindset, and relentless attention to detail required to keep hospitality front and center—even as the brand expands. If you’re thinking about franchising your concept, this episode is a crash course in getting the foundations right, protecting brand authenticity, and ensuring your guests’ expectations are met—no matter where in the world they’re sitting.Ivan RamenScience of Service Blog

What happens when your business depends on third parties to deliver your product, but you still want every order to arrive hot, fresh, and worthy of your name?In this episode of Science of Service, we dive into the story of Andy Brown, founder of Andy’s Pizza—a neighborhood staple turned regional favorite known for high standards and a refreshingly no-BS approach to delivery.From making dough in a studio apartment to obsessing over order timeliness and pizza sound quality (yes, really), Andy breaks down the practical magic of doing simple things really well. He shares how he uses tech, training, and good ol' hospitality to create consistency at scale, while still being the kind of place where regulars feel seen.If you’re in the thick of building a brand that cares as much about quality as it does about growth, this one’s for you. Expect laughs, lessons, and a new respect for the humble cheese slice.Andy’s PizzaScience of Service blog

In this episode of Science of Service, we meet Mike Lindsey & Kimberly Love-Lindsey - the husband-and-wife duo behind the fast-growing Lindsey Food Group. From finding love on the restaurant floor to launching their first concept during the height of the pandemic, their story is one of risk, resilience, and rewriting the rules of hospitality.They share how they turned tough industry lessons into a people-first culture that prioritizes fair pay, trust, and training - and how that’s helped them grow from one restaurant to ten in just five years. Learn why service charges matter, how leadership begins at orientation, and why their kitchens are proudly homegrown.If you’re building a business that feeds both people and purpose, this episode has heart, hustle, and a lot of love to help you on the way.Lillie Pearl, Richmond, VAScience of Service blog

In this episode of Science of Service, we’re joined by Ryan Handel - restaurant operator turned co-founder and CEO of FIXE, a bookkeeping solution designed by hospitality folks, for hospitality folks. Ryan’s journey started on the floor of a busy restaurant and led to building a platform that now supports thousands of businesses in getting their financial house in order.We dig into what it really takes to get the most from your financial support - whether that’s a bookkeeper, an accountant, or a whole tech stack. From the difference between cash and accrual accounting, to how to build better habits and relationships around your numbers, Ryan brings plenty of actionable insight and a few too-familiar war stories from the back office.If you’ve ever opened a spreadsheet and winced, this one’s for you.Ryan Handel | LinkedinFIXEScience of Service blog

In this episode of Science of Service, we’re heading back to school (kind of). We sit down with Henry Borgeson, CEO of Roots Natural Kitchen, to hear how a fast-casual brand born in a college town turned custom bowl complexities into a bold, tech-powered expansion strategy.Henry shares his journey from customer to CEO (yes, really) and talks us through the lessons learned from building their own app, surviving the pandemic pivot, and choosing the right tech to grow smart—not just fast.Henry’s been in the weeds and he’s here to talk tech tools, operational growing pains, and how he helped Roots go from campus cool to community staple by focusing on what matters: people, purpose, and a seriously solid kitchen display system.Come for the operations insights, stay for the El Jefe bowl!Roots Natural KitchenHenry Borgeson | LinkedInScience of Service blog