On today’s episode of The QSR Experience Show, Bobby speaks with Dawn Nielsen, COO at Kolache Factory, a bakery and cafe serving Eastern European pastry. They discuss how operations have evolved over the past 40 years, what technology they're using to streamline the customer experience, and why consistency across locations begins with communication. They also talk about strategies to increase employee satisfaction, how they're improving their menu, and what the future of QSRs will look like. Topics discussed: How Kolache Factory has evolved its operations and technology from the 1980s. Why creating consistent customer experiences across locations begins with frequent and timely communication. The technology they're leveraging to handle backend management and provide seamless payment experiences to customers. How they're evolving their menu to be "bold and unique." The strategies they use to increase employee satisfaction, including gamification, flexible schedules, and holiday bonuses. Advice for QSR owners and franchisees to rely on others and not do it all alone. What the future of the restaurant industry may look like in terms of footprint, focus, and equipment.