A View From The Top

Biscuit Belly's secret ingredient: Single-shift success

Biscuit Belly CEO Chad Coulter shares how the single-shift operational model promotes work-life balance for employees, reduces costs for franchisees and ensures high-quality service in the fast-casual dining industry.

Photo: Biscuti Belly

February 12, 2025

In the fast-paced restaurant industry, where long hours and late-night shifts are often the norm, Biscuit Belly has reimagined what success looks like — for both franchisees and employees. With our unique single-shift operational model, we serve Southern-inspired breakfast and brunch favorites while promoting a balanced, sustainable lifestyle. This approach has helped us stand out in the fast-casual space, proving that a focus on work-life balance can benefit both employees and the bottom line.

Early to rise, early to rest

Biscuit Belly's breakfast-and-lunch-only hours — with locations typically open from 7:30 a.m. to 2 or 3 p.m. — allow employees to finish their shifts with plenty of time left in the day. This schedule promotes a healthier work-life balance, making the brand a magnet for top talent in a competitive labor market. For employees, it means more time to spend with family and friends — something that's rare in the restaurant world.

From a work-life balance standpoint, and from a recruitment and retention standpoint, there is probably no better choice out there than us. Because of our hours being from 7:30 a.m. to 2 or 3 p.m., it allows our employees to spend more time with family and friends. You aren't locked into a night shift, and that is very beneficial for our franchisees.

Happier employees, happier customers

When employees are well-rested and satisfied with their schedules, their positivity shines through in their interactions with guests. This creates a welcoming dining experience that keeps customers coming back. Our streamlined operations further support this goal, allowing staff to focus on hospitality rather than juggling the complexities of a full-day service model.

Additionally, as the restaurant industry continues to grapple with high employee turnover rates, a challenge exacerbated by the COVID-19 pandemic, our single-shift model and operating hours offer a compelling solution. By providing employees a more predictable and balanced schedule, the company enhances job satisfaction and retention. This approach not only fosters a positive work environment but also ensures that guests receive consistent and high-quality service, creating a virtuous cycle of happy employees leading to happy customers.

Furthermore, we are committed to providing exceptional hospitality. To achieve this, we implemented a Guest Ambassador program in 2024, where one team member is assigned to focus on guest satisfaction and hospitality during each shift. This program has led to an increase in traffic in 2024, bucking some trends across the restaurant industry. This growth, which should continue this year, is a testament to our dedication to providing our guests with simply the best dining experience around.

Reduced overhead, increased profitability

The single-shift model doesn't just benefit employees — it's also a win for franchisees. Our fully loaded labor costs sit at an impressive 28%, significantly below the industry average of 33% to 35% for fast-casual restaurants. By cutting out overtime costs and simplifying staffing needs, franchisees can achieve a more profitable operation while maintaining the high-quality service Biscuit Belly is known for.

Franchisee freedom

Franchise owners reap the same benefits of the single-shift model as their employees. Without the burden of evening or late-night hours, they can spend more time with their families or pursue other interests, all while running a thriving business.

For franchisee Neesh Patel in Charlotte, North Carolina, this approach has been a game-changer.

"When [the restaurant is closed after lunch] and the doors are locked, your mind can go to rest a lot faster than if you have a typical restaurant where you have staff in at 9:00 a.m. all the way as late as 11," he said.

A model for the future

In an industry grappling with labor challenges, Biscuit Belly offers a refreshing alternative. The single-shift model addresses recruitment and retention issues while ensuring franchisees and employees alike enjoy a healthier work-life balance.

With a streamlined approach to operations and a unique position in the breakfast-and-brunch market, Biscuit Belly is paving the way for a more sustainable and profitable future in fast casual dining.