FELICIA: Steak, Pork, Veggie...

CUSTOMER: Chicken

FELICIA: Chicken

HATTIE: You know what happens to me as a customer coming in here? I feel like, the way everyone is dressed very casually and everybody's smiling -- and this is like my fourth one to be in -- it almost seems like there is no organization at all. Do you know what I am saying?

FELICIA: Absolutely. it seems kind of like chaotic... you know.

HATTIE: Yes!

FELICIA: It's chaos.

HATTIE: But it's not is it?

FELICIA: Not at all. It is a very very strictly run business. Everybody knows what they're doing. (music)

(Back in the studio)

HATTIE: It's delicious. It's healthy. It's noisy. It's friendly. It's chaos. Each location feels like a one of a kind. It feels like the people in charge are just doing this for the fun of it. Customers and staff blend in some sort of free form dance. It's a nimble place. The tables are very close together which sends the non-verbal signal that if you come in to Wahoo's, you're one of us, the boarding tribe. It may look like chaos. But I knew what I was seeing was a fine-tuned program of service and carefully crafted systems that allow the people who run Wahoo's stores to have fun while delivering excellent food quickly with smiles on their faces. Usually chaos can not be duplicated, but these guys are doing it. The irony is, they build the look of chaos into their systems. And to succeed, Wahoo's must capture this in every new location. It's cultivated customer doesn't want pristine, predictable chain food. They want Baja.

HATTIE: you can learn more about starting and growing a business at SmallBusinessSchool.org. And for specifics on the restaurant industry, there's the National Restaurant Association's site, restaurant.org.