Dive into the world of quick-service restaurant (QSR) operations with Marshell J. Richards, Director of Franchise Field Operations at Zaxby's. In this episode, Marshell offers a rare glimpse into the dynamics of managing over 800 locations, sharing strategies that propelled Zaxby's through rapid growth and significant industry changes. We explore crucial topics like adapting QSR operations post-COVID, enhancing customer service in a digital age, and effective staff retention tactics. This conversation sheds light on the challenges of scaling a franchise, maintaining brand consistency, and integrating technology in new store openings. Marshell's journey from a crew member to a leadership role provides unique insights into the heart of QSR operations and development.