HATTIE: Mingo, Wing, everybody says that you are the operations guy. What are some of the big ideas that people need to understand, that have to be put in place, to grow.

STEVE: The first step was to look at what made it successful when I came into it. What made it successful was the ownership and the way they treated the customer.

The other one was the standardization of everything that happens in the restaurant. From the recipe, from the spice measures, to the temperatures and so forth. I mean the whole process, the product your bringing in, your raw material, your style of service.

And most importantly, the training program. And that was something we worked very hard at. We constantly go back and tell people that you know you really need to take the temperature or taste it and not just look at it.

HATTIE: Wait a minute, what do you mean?

STEVE: We have a line check, for example, in the kitchen. The cooks need to do a taste test, a temperature test, a visual test, a tactile test. You've got to look at a product in every aspect. The back-ups, you know, do we have enough products? And it needs to be taught.

WING: So we have a manual for almost every part of the business and usually we've not only used ourselves as examples we've used employees that have been with us for almost 10 years to actually help us with almost every question and answer that a customer may have or anything that may be part of the operation from day to day.