Katie Flannery grew up where pride had a smell: dry aged beef, cut by hand, stacked in cold rooms, and stamped with her family’s name. Today, as COO of Flannery Beef in San Rafael, California, she is carrying that legacy forward while building something distinctly her own.
Under her leadership, the third-generation butcher shop has modernized without losing its roots, expanding into new markets while holding firm to the standards that built its reputation.
In her Serving Success conversation with Matt Jennings, Flannery shares what it takes to earn and keep trust in a changing industry. She talks about leading with integrity, defining quality on your own terms, and using transparency as a growth strategy. Her lessons are built for operators who want to scale without losing what makes their business worth believing in.
1. Lead Like Your Name Is on the Box
Flannery learned fast that every decision leaves a mark.
“Something that’s always stuck with me is hearing my dad say, ‘It’s my name on that box. Whatever we put in there, I stand behind,’” she said. “Everything that goes out our door, I want to be proud of.”
That simple mindset shapes every decision she makes. Pride is not marketing. It is the measure of consistency.
Operator takeaway: If your name is attached to it, make sure it is something you are proud of. Great brands are built on that kind of ownership.
Try this: Audit one part of your business this week such as plating, ordering, or staff training. Would you still stand behind it if it had your name on it?
2. Blend Tradition With Technology
At Flannery Beef, old school craft meets modern tools.
“For me, the open embrace of technology was really helpful for our family business,” Flannery said. “My dad was of the mind, we didn’t have this in the past, we don’t need it now. But I told him this isn’t saying the old way was wrong. It’s just a tool that can help us get better.”
That shift opened the door to stronger systems, smoother workflows, and a business that feels both classic and current.
Operator takeaway: Modern tools can help protect old school values. Use them to reduce friction, improve quality, and make your team’s work easier, not to erase what makes your business unique.
Try this: Pick one process that could run smoother. Could automation, scheduling software, or shared spreadsheets save your team time without changing your standards?
3. Build Trust Through Transparency
Flannery does not believe in trade secrets. She believes in teaching.
“If I find something interesting and it’s new to me, why not share it? Somebody else might find it interesting,” she said. “With protein, the old guys weren’t always upfront about where things came from. I just started asking questions and sharing what I learned. It helps other people, and it saves me from answering the same question over and over again.”
That openness has become part of her brand. Whether she is breaking down a side of beef or explaining dry aging to a dining room team, her goal is the same: build confidence through education.
Operator takeaway: Teach your partners and your team what makes your product special. Education builds confidence, and confidence builds loyalty.
Try this: Host a short pre shift session this month to walk your team through one of your sourcing or prep practices. It turns knowledge into pride and pride into better service.
4. Redefine Quality
Quality, for Flannery, is not perfection. It is perspective.
“I always knew what I thought quality was: high marbling, tenderness, flavor,” she said. “But my version of quality might be different from McDonald’s version. They’re looking for consistency in size and shape. When you look at meat and think, what is high quality, it depends on what you think quality is.”
That kind of clarity keeps expectations realistic and standards high.
Operator takeaway: Align your team around what “great” looks like in your food, your service, and your systems. Consistency starts with clarity.
Try this: Write your definition of quality in one sentence. Share it with your managers. Build your next training or check in around it.
5. Stay Nimble and Data Driven
The post 2020 market has not calmed down, and Flannery does not expect it to.
“Expect the unexpected,” she said. “Nothing has gone back to normal since COVID. I love data. I build data models. I track pricing. When things are uncertain, factual data is the most comforting thing to rely on.”
In other words, when the market zigzags, rely on math, not memory.
Operator takeaway: Data is not about control. It is about clarity. Use numbers to see the story your business is telling before it becomes a crisis.
Try this: Review one key data point weekly such as labor costs, COGS, or covers. Spot the trend early so you can adjust before it hurts.
6. Take Smart Risks and Stay Grounded in Gratitude
Flannery’s growth has always come from calculated leaps of faith.
“In dry aging, it’s hard to decide today what I’ll sell 30 days from now,” she said. “You almost have to take leaps of faith. We said, okay, we’re going to age 100 ribeyes for our retail customers, and if we don’t move them all, I’ll figure it out. You’ve got to take that first step, and once it’s growing, all the pieces fall into place.”
That same mindset keeps her steady when things get hard. “Probably a combination of obstinance and stupidity,” she said, laughing. “When you’re small and growing, you look at your debts and think, how is this sustainable? I’ve been there, done that. It can’t get any worse. So you just keep going forward. And whenever you’re down, taking a moment to look at what you have and be grateful for it has helped me a lot.”
Operator takeaway: Smart risk taking builds resilience. Gratitude keeps it sustainable. You need both to stay balanced long term.
Try this: At your next manager meeting, celebrate one small win such as a saved guest, a new system, or a smoother prep routine. Recognition fuels resilience.
In Closing
Flannery’s advice is simple: lead with integrity, teach what you know, and keep learning. Her story is proof that the strongest brands are not built on marketing or scale. They are built on trust, earning one box, one partner, and one decision at a time.
Watch the full Serving Success conversation with Katie Flannery on the Serving Success page in the MAJC Community.
At MAJC, AI helps us organize thoughts and speed up workflows, but every article is shaped, refined, and approved by real people who live and breathe this industry. We think honesty (like hospitality) works best when it’s real.
