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Science of Service

Science of Service

By: MarginEdge
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About this listen

 Running a restaurant is no easy feat. Every day brings new challenges, and success takes more than just great food. Science of Service is your guide to navigating the ups and downs of the hospitality management industry, offering real stories, practical advice, and lessons from people who’ve been there. Whether you’re juggling tight margins, managing labor issues, or looking to enhance customer experience, this show is here to help. Each episode features honest and insightful conversations with industry pros, seasoned veterans, and rising stars—sharing what worked, what didn’t, and how they kept going when the odds were against them. We’ll help you answer the questions on your mind: How do you streamline operations across multiple locations? How can you take your independent outlet to the next level? What’s the smartest move for advancing your career? With practical strategies and relatable stories, this series is your playbook for thriving in today’s ever-evolving industry. Join us as we dive deep into the art and science of running a successful restaurant and share tips, tools, and fresh ideas to make running your business just a little easier. About the Host: You probably already know Rachel Stainton Markus for her legendary pot roast that’s the star of any table. Now, get to know her as the host of your favorite podcast all about restaurant operations. She's a restaurant operations storyteller who excels at making the complex and technical engaging and impactful whether it's managing waste, tackling inventory, taming prime costs or harnessing point-of-sale technology. With a passion for food, hospitality management, and delivering an exceptional customer experience, Rachel brings her love for the industry to every episode. About MarginEdge: Science of Service is brought to you by the helpful humans at MarginEdge, a restaurant management system created to help you find creative solutions that can get you out of the back office and back onto the floor. Trusted by thousands of restaurants, our unique restaurant technology helps operators save time and focus on what they do best—creating amazing dining experiences. Listen and hit subscribe to uncover proven strategies and fresh ideas to help your business thrive. And, if you can't get enough of Rachel's insights on our podcast, you can always hear more from her, our team, and valued industry experts offering valuable advice in our newsletter. We'd love for you to join our community, so why not subscribe here today!© 2025 MarginEdge Economics Management Management & Leadership Politics & Government
Episodes
  • Building a Franchise: Ivan Ramen’s Recipe for Scalable Growth & Consistency

    Building a Franchise: Ivan Ramen’s Recipe for Scalable Growth & Consistency
    Jul 1 2025

    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 Ramen

    Science of Service Blog
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    32 mins
  • Scaling the Slice: Deliveries & Growth Without Compromise from Andy's Pizza Founder Andy Brown

    Scaling the Slice: Deliveries & Growth Without Compromise from Andy's Pizza Founder Andy Brown
    Jun 17 2025

    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 Pizza

    Science of Service blog
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    38 mins
  • For the Love of Hospitality: Workplace Secrets That Actually Work with Mike Lindsey & Kimberly Love-Lindsey

    For the Love of Hospitality: Workplace Secrets That Actually Work with Mike Lindsey & Kimberly Love-Lindsey
    May 29 2025

    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, VA

    Science of Service blog
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    34 mins
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