In Part 1 we talked about mindset — that restaurants aren’t really food businesses, they’re people and experience businesses.

But that leads to a bigger question.

Why does a restaurant open strong, stay packed for a few months… and then slowly change?

You’ve seen it. The place everyone recommended. The wait list. The excitement. Then six months later the service feels different, the experience is inconsistent, and you quietly stop going.

Former McDonald’s USA President & CEO Ed Rensi explained exactly why this happens during a local leadership event in Punta Gorda — and it has very little to do with recipes, talent, or effort.

In this episode we break down: • why early success can hide operational problems • the difference between personality-driven service and system-driven service • how inconsistency destroys c ...