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Authenticity by Design with Shaz Khan of Tono Pizzeria + Cheesesteaks
Manage episode 473134140 series 2930439
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Shaz Khan, co-founder of Tono Pizzeria + Cheesesteaks, joins Zack to share how he's built a beloved multi-unit brand without losing the feel of a local favorite. With an engineering mindset and a passion for hospitality, Shaz breaks down the systems, tech, and transparency that drive guest loyalty and operational excellence.
Zack and Shaz discuss:
- Building guest trust through transparency and truthfulness
- Balancing scale with authenticity and community feel
- How tech tools like Ovation and Marqii elevate guest feedback and insights
- Responding to every online review with empathy and intention
- Why real conversations with local restaurant owners matter most
Tune in to hear how Shaz’s integrity-first approach is shaping the future of fast casual hospitality.
Thanks, Shaz!
Chapters
1. Meet Shaz Kan of Tono Pizzeria (00:00:00)
2. From Engineer to Restaurateur (00:01:32)
3. Creating Authentic Guest Experiences (00:03:40)
4. Responding to Every Single Review (00:07:40)
5. How Ovation Consolidates Customer Feedback (00:10:04)
6. Finding Operational Blind Spots (00:13:44)
7. Final Thoughts and Where to Follow (00:16:55)
362 episodes
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