Penn Station East Coast Subs' Craig Dunaway on How Customers Have Embraced Hybrid Ordering Sytems The QSR Experience Show

On today’s episode of The QSR Experience Show, Bobby speaks with Craig Dunaway, Chief Operating Officer at Penn Station East Coast Subs, about how Craig and his team maximize a franchisee’s return on investment using in-person evaluations of each location. 

They also discuss how quickly the restaurant industry has had to shift to a hybrid ordering model and how that has affected Penn State East Coast Subs specifically.

Topics discussed:

- What distinguishes Penn State East Coast Subs from other restaurants and brands.
- How to maximize a franchisee’s return using regular, in-person evaluations.
- Ensuring that a customer’s experience is high quality and consistent not only across locations, but across ordering platforms.
- How a traditionally dine-in restaurant accommodates hybrid ordering while maintaining customer experience across the board.
- How customers have leaned into the hybrid ordering model: they have fully embraced it.
- Craig’s philosophy on new store locations and growth.
- What Craig foresees in the future of the restaurant industry and how Penn State East Coast Subs will fit into it.