In this episode of Take-Away with Sam Oches, Sam talks with CEO Kevin Miles and CMO Alicia Mowder of Mendocino Farms, a Los Angeles-based sandwich and salad fast casual with about 100 locations in six states. Mendocino Farms — affectionately known to fans as Mendo — has been around now for over 20 years, and in the course of its history has helped to redefine what is possible in a fast-casual setting. Mendo serves high-quality sandwiches and salads in a counter-service setting, but with an emphasis on dine-in occasions driven by high-touch, friendly service. That experience sits somewhere between traditional fast casual and full service, and while it leads to a higher ticket average, it’s clearly resonating with guests; according to the most recent Technomic Top 500, Mendocino Farms grew sales by about 20% last year to around $300 million, with AUVs coming in at $3.76 million. Sam first sat down with Alicia live at the Restaurant Leadership Conference, and later virtually with Kevin, to talk about Mendo’s unique guest experience, how they’re building guest loyalty in markets new and old, and why they’re both optimistic for the future of fast casual.

In this conversation, you’ll find out why:

• You should take the quality of your experience seriously — but not much else
• There is an opportunity in the market for full service quality with fast casual service and price
• Brands don’t have to change, but they do have to evolve
• Lifestyle brands are alive and well and capturing guest loyalty with key differentiators
• Even when your sales are positive, question how you can get better
• Visually appealing food invites customers to do the marketing for you

Have feedback or ideas for Take-Away? Email Sam at sam.oches@informa.com.