Science of Service Case Study

Science of Service is a lifeline for restaurant operators navigating the everyday chaos of hospitality management. Host Rachel Stainton Markus brings her passion for food and operations as she speaks with industry experts, seasoned restaurateurs, and rising stars. Through this podcast, Markus shares honest stories, practical tips, and hard-earned lessons that help listeners tackle tight margins, labor challenges, tech upgrades, and all the challenges that come in the industry. And through it all there’s one thing that matters most: great service.

The brand behind the podcast is MarginEdge, a restaurant management system built by people who’ve worked in the industry and know just how tough it can be. Their mission is to give operators tools and tech that save time, reduce stress, and keep teams thriving.

This Science of Service case study explores how we helped them make this podcast happen.

Science of Service at a Glance

Company: Margin Edge
Producer: Tony Ricketts of Lower Street
Launch Year: 2025
Format: Narrative Interview
Category: Management

Bringing the Show to Life

Science of Service was born from MarginEdge’s mission to help restaurant operators thrive, not just survive, making ends meet. The idea was simple: create a show that feels like a conversation with someone who’s been in the trenches, because they have. And along the way, they’d also deliver practical advice and strategies that operators can use as soon as the episode ends.

The show brings a mix of empathy, humor, and deep industry knowledge. Rather than being a standard interview, the show takes on a much more conversational tone. Rachel leads us listeners with a light narrative, then guests open up to share their stories with great enthusiasm.

To shape the concept and build a show that could really resonate with busy restaurant professionals, MarginEdge focused on standout production. They refined the format and production so that every episode would sound like sitting down with a friend. The guests' enthusiasm and Rachel's passion shine through; listeners get a real conversation rather than a hard interview. Together, we built a podcast that’s not just about hospitality, but made to serve those at the heart of it.

Science of Service Achievements

Science of Service quickly found its place in the hospitality world, earning praise for its honest approach. It won a Silver W3 award in 2025 for "Business & Entrepreneurship". It has received strong listener feedback, holding a 5.0 rating across platforms, and has built a solid reputation within the restaurant management community.