A clothing store that accepted tire returns is now a 127-year restaurant empire.

Will Silverstein is the 5th-generation owner of Servedwell Hospitality, the New Bedford-based group behind Black Whale, Candela, Sail Loft, Not Your Average Joe’s, and National Club. We cover the Silverstein family’s philosophy of hospitality over service, how Not Your Average Joe’s scaled to 28 locations across six states before his father sold the franchise side, and Will’s decision to leave New York City fine dining and return home during COVID. We also get into employee retention, doubling down on bad guest experiences to build loyalty, DoorDash’s 30% commission reality, and where Servedwell is eyeing expansion next.

If you run a business that lives and dies on client experience, this one is for you.

Servedwell Hospitality: https://www.servedwellhospitality.com/

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Chapters:

00:00 – How a 127-year family business stays relevant today

09:12 – Why chain restaurants are dying and what replaced them

17:44 – How to build a restaurant concept around a space

26:50 – Why Servedwell is slowing down before expanding

32:09 – What DoorDash actually costs restaurant owners