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In this sharp and strategy-packed episode of Behind the Numbers, hosts Marc Cohen and Rich Sweeney welcome back Rick Miller and Max Prifogle of RLM Hospitality to dig deep into the systems and behaviors that drive high-performing restaurant teams. From simplifying financial reporting to tailoring bonus plans and leveraging smart dashboards, Rick and Max share a repeatable framework that turns general managers into financially fluent owner-operators.
Rick Miller spent eight years as a restaurant manager before he ever saw a profit and loss statement. That disconnect, he says, is exactly what’s holding back the next generation of operators. “It was all about ticket times and guest experience—which are great,” Rick said. “But I even wanted to see the P&L, and I never got it.”
Now, as co-founder of RLM Hospitality, Rick—alongside business partner Max Prifogle—is changing that for good. Their approach starts with a simple but powerful idea: every general manager should be empowered to think and act like an owner.
“We support operators in controlling prime costs and understanding their impact on the bottom line,” said Rick. “That’s how you build an owner-operator culture.”
One of RLM’s most powerful tools is what they call a weekly soft close. Unlike traditional end-of-month reporting, a soft close offers a validated financial snapshot every seven days.
“Everything’s taken to the bank and reported at a high level, with drill-downs,” Rick explained. “On average, we validate 94% of all transactions inside Restaurant365. That’s how we get fast closes—and more importantly, actionable insights.”
By catching issues early—before a full period has passed—operators can adjust in real time. This also lays the foundation for more accurate forecasting and bonus structures.
AVT reporting is a major differentiator for RLM clients—but only when done right. “Most restaurant groups think they’re doing AVT, but very few actually are,” Max said. “It takes finesse, setup, and aligning your POS, menu, and Restaurant365.”
When set up properly, AVT can uncover significant savings—sometimes over 2% off food cost, which can be a six-figure impact in larger groups. “AVT is a beautiful report,” said Mark Cohen. “But it’s not just pretty—it’s a moneymaker.”
The RLM team frequently consults with groups to redesign their bonus structures so that they reflect what managers can truly control. A GM with excellent food cost control might still miss their bonus if incentives are tied to metrics outside their influence.
“We’ve seen bonus plans that reward the wrong outcomes,” Max explained. “Your bonus metrics should vary depending on if you’re running an $800K fast-casual or a $2M full-service location. We tailor it to skill, scale, and staffing capacity.”
By aligning the incentives with store-specific realities, RLM ensures that bonuses motivate the right behaviors—and reward the right people.
Smart dashboards don’t just simplify complex reports—they change behavior. Max showed off RLM’s Prime Cost Tracker, a visual dashboard that compares store performance across regions, tracks trailing financials, and highlights variance from goals.
“We want every store to see how they’re doing, and how everyone else is doing,” Max said. “No one wants to be in the red, especially when everyone else can see it.”
The dashboards are built entirely within Restaurant365 and customized for each client. “Operators don’t want spreadsheets,” said Rich Sweeney. “They want a simple visual that tells them if they’re winning or losing.”
“More operators need to share their P&Ls with managers,” Rick said. And that’s not just about accountability—it’s about growth. As the industry evolves, financially savvy managers are best equipped to adapt to challenges and seize opportunities.
“We’re not behind a curtain asking for $2,000,” Max said. “We show you the ‘why’ behind the numbers, walk you through it, and build trust. That’s what gets buy-in.”
With tools like soft closes, AVT reporting, and custom dashboards, RLM Hospitality is helping restaurant leaders not just read the numbers—but use them to lead.
Connect with Rick and Max
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