Episode 3: Building a Catering Powerhouse
with Amber Polk, Catering Director at Soulman's Bar-B-Que

Listen to the podcast episode below:

Prefer listening on your favorite streaming platform? We’ve got you covered!

And don't forget to subscribe to Restaurant Catering Smarts to stay up to date with the latest episodes.

Top Takeaways for Catering Success

• Consistency is Key – Maintaining the same quality across 20 locations is no easy task, but Soulman’s BBQ achieves it through standardized recipes, rigorous training, and a “One Way” system that ensures every dish is prepared the right way, every time.
• Word-of-Mouth is a Powerful Growth Driver – Organic referrals and repeat customers are the backbone of Soulman’s catering success. Satisfied customers naturally bring in more business by recommending their services.
• Customer Trust is Everything – Whether it’s a corporate lunch or a family honoring a loved one’s memory, Amber emphasizes the importance of building trust by delivering on promises and providing an exceptional experience.
• Technology Creates Efficiency – Tools like CaterZen’s online ordering system and delivery management features help streamline operations, eliminate costly mistakes, and improve customer experience.
• Strong Training Builds Strong Teams – Investing in structured training ensures employees follow the same process and deliver consistent quality, which strengthens customer satisfaction and repeat business.
• Catering Sales Require a Dedicated Focus – Managing catering operations takes more than just throwing a sign in the window. Soulman’s success is fueled by a team that specializes in catering sales and execution.
• Proactive Growth vs. Reactive Growth – Amber admits that focusing only on day-to-day tasks can limit long-term growth. The challenge is balancing immediate needs with forward-thinking strategies to scale successfully.
• Never Stop Improving – Amber’s decision to personally invest in CaterZen before the company bought in showcases a growth mindset—being willing to take calculated risks to increase efficiency and profits.
• Customer Experience Matters More Than Sales Tactics – Amber’s personal approach to handling catering orders—being a “blessing along the way” for clients—sets her apart from competitors who rely purely on aggressive marketing.
• Don’t Overlook Phone Sales – With 50% of their catering coming from pick-up orders, handling phone inquiries properly is critical. A well-trained catering team can guide customers through the ordering process and drive larger sales.

Juicy Sound Bites

• “We do catering really well—not because of flashy marketing, but because we take care of our customers, and they take care of us.”
• “Consistency across 20 locations isn’t just a goal—it’s the reason we’ve been in business for 50 years.”
• “Your brand isn’t what you say it is—it’s what your customers experience every time they order from you.”
• “When you deliver great food and great service, word-of-mouth marketing does the heavy lifting.”
• “I decided I never wanted to feel that panic of a missed catering order again—that’s why I invested in CaterZen myself.”
• “Technology doesn’t replace good hospitality, but it makes delivering great service a whole lot easier.”
• “If your in-store team can’t handle catering volume, you’ll fail before you even get started.”
• “You can’t just say ‘we cater’ and expect sales to roll in—catering success takes strategy and focus.”
• “A poorly executed catering drop is worse than no catering at all—you only get one chance to make a first impression.”
• “Customer trust isn’t built overnight—it’s earned one order at a time.”