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Why “Every Server Is Your Server” at Famous Toastery

CEO and founder Robert Maynard and president Michael Mabry discuss how the better breakfast and brunch franchise has driven customer success, sales and employee retention by adhering to the belief that “every server is your server.”

By Helen Harris1851 Franchise Staff Writer
SPONSOREDUpdated 3:15PM 01/13/22

Famous Toastery, the 25-plus-unit better breakfast, brunch and lunch franchise, is famous for its fresh, made-to-order menu items that keep mouths watering and seats filled. But there’s another aspect of this brand that keeps the doors open, and it’s the longstanding motto of “Every server is your server.” 

President of Famous Toastery Michael Mabry explained this concept and its trickle-down effect for an entire franchise location. 

“We want to make sure that every guest in the restaurant is having all their immediate needs met,” said Mabry. “So under this premise of ‘every server is your server,’ any server walking through the dining room can help any table at any time, rather than stopping at a table and saying, ‘Oh, let me get your server for you.’ They have the ability to take the order. They have the ability to drop off the order and get drink refills and add onto any orders if necessary. And what that does is build a strong team environment out on the dining room floor.”

Robert Maynard, CEO and founder of the franchise, noted that as the brand continues to grow on its path to reach 50 units by 2024, systems such as the “every server is your server” help guarantee the quality in all the franchise locations. 

“It’s all in execution and system,” explained Maynard. “We have the choice to muddle our system down with subpar service and food and make a little more money, but then we wouldn't be able to call ourselves the ‘better-breakfast’ franchise. Anything can be systematized; franchising is all about making things easier and faster in different aspects. The concept Famous Toastery chose was not to change our top-tier service, how we source our food and how we prepare that fresh, made-to-order style that is so loved. That’s staying in our core model.” 

Mabry credited Brian Burchill, founder and CBO of the franchise, with the origin of the idea, and it was a concept everyone immediately was drawn to — and customers could see the impact of the service-model change.

“Our guests continue to give us accolades and kudos for the level of service that we provide at the restaurants,” said Mabry. “And even on our busier days, in busier shifts, our attention to detail and attentiveness to our guests continues to be recognized by them. Our frequent and new guests recognize that their coffee is always hot and always full; that the food orders are taken quickly and that the food's out quickly. There’s a major team effort happening at any given time on our dining room floors to ensure customer satisfaction.”

The team effort of employees serving customers at all times benefits both the franchisees and the servers. Mabry explained that more sections can be kept open with all servers fielding the dining room. Additionally, with more satisfied customers, there are more tips. And with a supportive, team environment and good pay, there’s less turnover. 

“That server's ability to do just what they need to do, which is service those tables with the ‘every server is your server’ mentality, leads to more workplace satisfaction all around,” stated Mabry. “It’s really a service standard that I'm not aware of in any other restaurant, one that gives franchisees a competitive advantage in their market. It’s an attention-grabber and a conversation-starter, and it becomes a competitive advantage for us to welcome new guests into our restaurants.”

Mabry explained that the “every server is your server” goes back to the brand’s bedrock — to continue to make the better-breakfast franchise famous for its excellent food and service as it grows in the Carolinas and surrounding states. 

“We want to be famous for this initiative,” said Mabry. “We want our people to be famous in their local restaurants and in their local towns and regions for this excellent level of service. This ‘every server is your server’ initiative gives us that opportunity and platform to do so.”

ABOUT FAMOUS TOASTERY

Charlotte, N.C.-based Famous Toastery began in 2005 in a small house-turned-restaurant where best friends Brian Burchill and Robert Maynard opened their first breakfast spot. Never compromising fresh ingredients or friendly service, Famous Toastery evolved into a franchise system in 2013 and now has over 25 locations. In 2020 and 2019, Famous Toastery placed on Restaurant Business' The Future 50, featuring the fastest-growing small chains. Famous Toastery was ranked No. 9 in the Full-Service Restaurants category of Entrepreneur Magazine’s Top Food Franchises of 2019 and on Entrepreneur Magazine's Franchise 500 Rankings in 2019. In 2018, Famous Toastery received recognition by CNBC as a top franchise to buy, FSR Magazine as one of the Top 14 restaurant chains ready for lift-off, Inc. 5000’s list of the fastest growing companies and Franchise Times' Top 200+ franchise opportunities. For more information about Famous Toastery, visit www.famoustoastery.com. To learn about franchising opportunities, please visit www.ownatoastery.com.

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