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.