In this episode with Doug Mullins, we discuss: Anticipating guest needs and exceeding their expectations. Connecting with your guest by listening, processing, and retaining. Growing your community by connecting your guest. Mastering time management to scale. What qualities to look for in employees. How to take over a failing business. Changing atmosphere to change culture. Not over addressing a paticular demographic. entering into a franchise to steal ideas. Finding the perfect balance of systems and culture. The "Nine Box Model". Using organizational charts and chains  of command to improve communication and structure. After receiving a degree from western Illinois university, Doug pivoted to a career in sales. 1991 he opened his first bar and grill and would open 3 additional operations by 2005. in 2004 Doug bought into a national sports pub franchise, and then transitioned to become a franchisor consultant for that same operation. In 2014 he joined Ouita Michel Restaurant Group as their Director of Operations, where he remains to this day.