In this episode of the Built By Me Podcast, Taina and Mo sit down with David Lafleur, SVP at Cluster POS and a true veteran in the restaurant POS space with over two decades of experience. David shares insights from his journey from building and exiting his first POS business, Volos, to joining Cluster POS and how he's solving real-world restaurant problems with modern, customizable technology.

David discusses the significant evolution in restaurant technology over the past 20 years, highlighting how the newer generation of restaurant owners approach technology differently – they're more tech-savvy, research-oriented, and have higher expectations for their POS systems. He emphasizes the importance of focusing on ROI rather than just monthly costs when investing in restaurant technology, noting that many restaurant owners overlook the potential savings and efficiency gains.

The conversation explores how restaurant technology needs differ between fine dining and fast-casual establishments, with David explaining the challenges of implementing new systems in traditional restaurant environments versus more adaptable quick-service operations. He shares insights on the restaurant industry's remarkable resilience through COVID and economic challenges, noting how restaurants continually adapt and find new solutions.

Looking to the future, David provides fascinating perspectives on how AI is transforming restaurant technology – from predictive sales and inventory management to customer service and staff training. While enthusiastic about AI's potential, he emphasizes that it will enhance rather than replace human elements in the restaurant experience.

Whether you're a restaurant owner looking to optimize operations, a tech enthusiast interested in industry innovations, or an entrepreneur seeking insights on business resilience, this episode offers valuable perspectives on the evolving relationship between restaurants and technology.

Key Topics Discussed:
David's journey from building and exiting Volos POS to joining Cluster POS (00:01:30)
How restaurant tech needs differ between fine dining and fast casual (00:03:30)
The evolution of restaurant owner technology expectations (00:06:00)
Why restaurants should focus on ROI rather than just monthly costs (00:08:30)
The restaurant industry's remarkable resilience through COVID and beyond (00:14:00)
How AI is transforming restaurant operations and POS systems (00:19:30)
The integration vs. building debate in restaurant technology (00:24:00)
David's rapid-fire takes on restaurant tech trends (00:29:00)

Guest Information:
David Lafleur, SVP at Cluster POS
Over 20 years of experience in restaurant POS systems
Previously founded and exited Volos POS in 2020

Connect With Us:
Follow the Built By Me Podcast on social media @BuiltByMePodcast
Don't forget to like, comment, and subscribe to our channel
Share your thoughts in the comments below

Until next time, keep building!

In this episode of the Built By Me Podcast, Taina and Mo sit down with Andreanne Rondeau, founder of StratLX and a leading expert in loyalty marketing with over 20 years of experience designing and launching successful loyalty programs across retail, hospitality, telecom, and more.

Andreanne shares her insights on the significant shifts in loyalty marketing over the past two decades, from technological advancements making loyalty programs more accessible to smaller brands, to the elevation of loyalty from a marketing initiative to a business strategy discussed at the C-suite level.

The conversation explores how AI is transforming loyalty programs, with surprising research showing that over 30% of consumers (and 55% of younger generations) are more likely to join a loyalty program if it uses AI to help them maximize their benefits. Andreanne emphasizes the importance of transparency in how brands use AI and customer data.

A significant portion of the discussion focuses on the challenges of omnichannel integration and personalization. Andreanne explains that true personalization can't exist without seamless integration across all customer touchpoints, highlighting the frustration customers feel when recognized in one channel but treated as a stranger in another.

The episode also covers subscription-based loyalty models, with Andreanne providing insights on when they make sense and how to ensure the value provided exceeds the subscription cost. She shares Nike as an example of a brand excelling at loyalty through community building and providing tools that support customers in their product usage, rather than just focusing on transactions.

Whether you're a business owner looking to improve customer retention or a marketer interested in the latest loyalty trends, this episode offers valuable insights into creating meaningful, lasting customer relationships in today's digital landscape.

Key Topics Discussed:

The evolution of loyalty from marketing initiative to business strategy (00:04:00)

How AI is transforming loyalty programs and consumer perceptions (00:07:00)

The challenges of omnichannel integration for personalization (00:11:00)

The data trade-off: customer expectations when sharing information (00:13:00)

Subscription-based loyalty models: when they make sense (00:16:00)

Nike's approach to loyalty through community and tools (00:20:00)

The importance of transparency and trust in loyalty programs (00:25:00)

The future of loyalty as an enterprise-wide strategy (00:35:00)

Guest Information:

Andreanne Rondeau, Founder of StratLX

Website: StratLX.com

Connect with Andreanne on LinkedIn

Connect With Us:

Follow the Built By Me Podcast on social media @BuiltByMePodcast

Don't forget to like, comment, and subscribe to our channel

Share your thoughts in the comments below

Until next time, keep building!

In this episode of the Built By Me Podcast, Taina and Mo sit down with Johnny Alfonso and Adriano Fiore, the innovative minds behind Reliable Robots. This Canadian company is revolutionizing how businesses handle repetitive tasks through automation, allowing staff to focus on what truly matters—human connection and customer experience.

Johnny and Adriano, friends since high school drama class, share their journey of building a robot distribution and implementation company that's changing the service industry. Rather than building robots from scratch, they've taken the innovative approach of bringing existing technology to businesses that need it most, from restaurants to hotels and healthcare facilities.

The conversation explores how their robots—which can carry heavy loads, deliver food, and even clean floors—are designed to enhance human work rather than replace it. As Johnny explains, when 35-40% of a server's day is spent walking back and forth carrying heavy loads, robots can take over these physically demanding tasks, freeing staff to focus on customer interactions and experience.

The duo also discusses the future of automation, comparing the adoption curve of service robots to that of self-service kiosks in fast food restaurants—a technology that went from novelty to ubiquitous in just a few years. With robots that can navigate elevators, call hotel rooms for deliveries, and even express emotions (their cleaning robot "cries" when put in manual mode), Reliable Robots is making automation accessible and practical for businesses of all sizes.

Whether you're a business owner curious about automation, a tech enthusiast interested in practical robotics, or simply wondering how robots and humans will work together in the future, this episode offers fascinating insights into the technology that's already transforming the service industry.

Key Topics Discussed:

How Reliable Robots started and the friendship behind the company (00:04:00)

Why you don't need to be an inventor to be an innovator (00:06:00)

How robots free up 35-40% of staff time for better customer service (00:08:30)

The balance between human touch and automation in hospitality (00:09:30)

Comparison between ChatGPT for office workers and robots for service staff (00:14:00)

The different robot models and their capabilities, including the "crying" cleaning robot (00:16:30)

How robots are trained "like walking a dog" through facilities (00:24:00)

Advanced features like elevator integration and room service delivery (00:26:00)

Addressing the "robots are stealing our jobs" concern (00:22:00)

Guest Information:

Johnny Alfonso and Adriano Fiore, Co-Founders of Reliable Robots

Website: ReliableRobots.ca

Connect with them on LinkedIn and Instagram

Connect With Us:

Follow the Built By Me Podcast on social media @BuiltByMePodcast

Don't forget to like, comment, and subscribe to our channel

Share your thoughts in the comments below

Until next time, keep building!

In this episode of the Built By Me Podcast, Taina and Mo sit down with Richard Schenker, the mastermind behind Shoppers Optimum and a leading expert in customer engagement. With decades of experience designing and managing top loyalty programs, Richard shares invaluable insights into what truly drives customer loyalty beyond discounts and points.

Richard takes us through his journey from being recruited by Hudson's Bay Company to creating one of Canada's most successful loyalty programs, Shoppers Optimum (now PC Optimum). He explains how the program achieved immediate success, enrolling 4 million customers in just one month when they had projected that number for the entire first year.

The conversation explores the evolution of loyalty programs over the past decades, from simple paper-based systems to sophisticated digital experiences. Richard emphasizes that the most effective loyalty programs create emotional connections with customers rather than just offering discounts. He introduces the concept of "currencies" beyond financial rewards—peace of mind, convenience, time savings, and trust—that truly build brand loyalty.

Richard also offers practical advice for small businesses looking to build customer loyalty without big budgets, suggesting that authentic human connections often matter more than sophisticated technology. Whether you're a business owner looking to improve customer retention or simply curious about what makes certain brands stand out, this episode provides a fascinating look at the psychology and strategy behind successful customer engagement.

Key Topics Discussed:

Richard's journey to creating the Shoppers Optimum loyalty program (00:02:30)

The downfall of Hudson's Bay Company and lessons for retailers (00:04:00)

How loyalty programs have evolved over the decades (00:06:00)

The difference between loyalty to a brand versus loyalty to discounts (00:19:00)

Why customers have become "promiscuous" with their brand loyalty (00:19:30)

The "currency of peace of mind" and emotional benefits beyond discounts (00:16:00)

How small businesses can build loyalty without big technology budgets (00:31:00)

The impact of AI and gamification on the future of loyalty programs (00:24:00)

Guest Information:

Richard Schenker, Chief Customer Engagement Officer at Loyal Strategy Consulting

Website: LoyalStrategyConsulting.com

Connect with Richard on LinkedIn

Connect With Us:

Follow the Built By Me Podcast on social media @BuiltByMePodcast

Don't forget to like, comment, and subscribe to our channel

Share your thoughts in the comments below

Until next time, keep building!

In this episode of the Built By Me Podcast, Taina and Mo sit down with Red Boswell, President of IFPG (International Franchise Professionals Group), the largest franchise broker network in the world. With over 30 years of entrepreneurial experience and 25 years in franchising, Red brings invaluable insights into what makes franchising work, and what doesn't.

Red shares his remarkable journey from building a "pooper scooper" business into a nationwide franchise with 148 territories across 28 states, embodying his philosophy that "riches are in the niches." He candidly discusses his evolution from franchise skeptic to industry leader, revealing how his initial dismissal of franchise consultants transformed into a deep appreciation for their value.

The conversation explores the realities of franchise ownership, including the hard truth that franchising requires significant work despite the common misconception that paying a franchise fee guarantees success. Red offers a fascinating look at overlooked franchise opportunities in unexpected industries, from crime scene cleanup to mosquito control—that may not be glamorous but deliver consistent, profitable returns.

Whether you're considering franchise ownership, looking to franchise your business, or simply interested in the business models that drive economic growth, this episode provides a no-nonsense look at the franchise industry from someone who's experienced it from every angle.

Key Topics Discussed:

• Red's journey from entrepreneur to franchise owner to IFPG President (00:01:30)
• How Red built a successful "pooper scooper" franchise across 28 states (00:02:30)
• The three essential traits needed to succeed as a franchise consultant (00:13:30)
• Why "know-it-all" entrepreneurs often fail as franchisees (00:15:20)
• The reality of franchise fees and what they actually cover (00:19:30)
• Surprising profitable franchise opportunities in unexpected industries (00:28:00)
• The true cost of becoming a franchisor and path to profitability (00:33:30)
• Semi-passive franchise ownership and realistic time commitments (00:36:00)

Guest Information:

• Red Boswell, President of IFPG (International Franchise Professionals Group)
• Website: IFPG.org
• Connect with Red on LinkedIn

Connect With Us:

• Follow the Built By Me Podcast on social media @BuiltByMePodcast
• Don't forget to like, comment, and subscribe to our channel
• Share your thoughts in the comments below

Until next time, keep building!

In this episode of the Built By Me Podcast, Taina and Mo sit down with David Nadezhdin, founder of MYR (Master Your Rush), a cloud-based mobile-first POS system designed specifically for quick service restaurants. David brings a wealth of knowledge on streamlining operations, adapting to industry shifts, and how technology can empower fast-moving restaurants to work smarter.

David shares his philosophy that "just because you're busy doesn't mean you're making money" and explains how MYR helps QSRs scale operations up or down in real-time during those critical rush periods. He dives into why simplicity is a competitive edge in restaurant tech, arguing that technology should never get in the way of operations, especially in high-pressure environments.

The conversation explores the unique challenges of food cost management in customization-heavy QSRs, the importance of staying close to customers by personally handling installations, and why David prefers a small, elite team ("I don't want an army, I want Rainbow Six") over rapid scaling. He offers refreshing perspectives on tech support, subscription pricing, and cuts through the AI hype with practical insights on how artificial intelligence could genuinely transform restaurant operations.

Whether you're in the restaurant industry or simply interested in how technology is reshaping our dining experiences, this episode offers valuable insights into the evolving QSR landscape and the tech innovations making it possible.

Key Topics Discussed:

• How MYR helps QSRs handle their critical rush periods (01:34)
• Why simplicity is crucial in restaurant tech design (04:31)
• The challenge of food cost management in customization-heavy QSRs (07:46)
• David's controversial take on 24/7 tech support (15:58)
• The importance of staying close to users through hands-on installations (28:03)
• The surprising economics of QSR dining vs. home cooking (30:43)
• The future of virtual food courts and AI in restaurant tech (39:57)

Guest Information:

• David Nadezhdin, Founder of MYR (Master Your Rush)
• Website: MYR.io

Connect With Us:

• Follow the Built By Me Podcast on social media
• Don't forget to like, comment, and subscribe to our channel
• Share your thoughts in the comments below

Until next time, keep building!

In this episode of the Built By Me Podcast, we're joined by Hans Laroche, one of Canada’s top experts in relationship marketing and loyalty. With 35+ years of experience advising brands like Air Miles, Nespresso, Metro, and Loblaws, Hans shares hard truths and fresh strategies for creating loyalty that actually lasts.

We dig into:

• The evolution of loyalty: From points to personalized experiences
• The biggest mistake brands make when building loyalty programs
• How to use data to create emotional connections
• Why Canadian brands are behind — and how they can catch up
• The future of loyalty: social engagement, mobile-first design, and AI-driven personalization

📌 Chapters:
00:00 – Intro & Guest Welcome
01:45 – The Evolution of Relationship Marketing
03:00 – Common Loyalty Mistakes
05:20 – Emotional Connection Over Points
09:00 – Surprise & Delight: Loyalty That Doesn’t Feel Like Selling
12:30 – Why Seamless Mobile Experience Wins
16:30 – Data-Driven Personalization
20:00 – AI in Loyalty: What You Need to Know
24:30 – Is Storytelling Overrated?
38:23 – The Future of Jobs in AI-Driven Marketing

Brought to you by: DataCandy — the all-in-one loyalty and gift card platform helping brands grow smarter.

🎧 Listen on Spotify, Apple Podcasts, or YouTube.

Thinking about buying a franchise? 🤔 Franchise consultant Lisa Linkowski (@MilestoneFranchising) joins the Built By Me Podcast to spill the tea on the REAL world of franchising.

In this episode (Ep. 2), Taina and Mo dive deep with Lisa, covering everything from surprising franchise industries (pet waste disposal?! 🤯) and the actual costs involved ($50K to $3.5M+) to the hard truths about whether franchise ownership is the right path for you. Lisa shares critical advice for aspiring franchisees and business owners considering franchising their own concepts, based on her years of experience.

Learn:
✅ The most unexpected franchise industries you never knew existed
✅ The #1 question to ask yourself before franchising your own business
✅ The biggest mistakes people make when buying or starting a franchise
✅ Why having the right structure and avoiding shortcuts is crucial
✅ How franchises offer a unique support system ("think tank")
✅ The real costs and financial runway needed for success

Is franchising a shortcut to success or a demanding venture requiring serious grit? Tune in to find out!

Connect with Lisa:
https://www.milestonefranchising.com @MilestoneFranchising