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In a changing dining economy, restaurants are turning to a small group of experts who specialize in the science of menu design.
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... Flipping the future of cooking on its head.
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Issue #122
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Sunday, August 30, 2020
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<h2 style="font-size: 30px; font-weight: bold; line-height: 120%; margin-bottom: 6px; margin-top: 25px;">
<strong>
Meet the “menu engineers” who help restaurants optimize revenue
</strong>
</h2>
<p style="color: #737373; font-family: Helvetica, sans-serif; font-size: 18px; font-style: italic; line-height: 120%; margin: 0; padding-bottom: 10px;">
In a changing dining economy, restaurants are turning to a small group of experts who specialize in the science of menu design.
</p>
<p style="font-family: Helvetica, sans-serif; font-size: 13px; line-height: 120%; margin: 0; padding-bottom: 24px;">
<strong>
BY
<a style="color: #D62829; text-decoration: none; text-transform: uppercase;">
Michael Waters
</a>
</strong>
</p>
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<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Consider the restaurant menu.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
By design, menus aren’t meant to spark conversation. But as restaurants take drastic steps to weather COVID-19, they are revamping their menus in a big way — and it’s hard not to think twice about the piece of paper in your hands.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
IHOP is ditching its
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<u style="color: #d62829; text-decoration: none; underline: none;">
12-page behemoth
</u>
</a>
for a much cleaner 2-page menu. McDonald’s has slashed several items off its all-day breakfast menu. Applebee’s, Taco Bell, and Subway are all
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
slimming down
</u>
</a>
their offerings.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
These high-profile shifts reflect what’s happening on a much more local level across the industry:
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
28% of restaurateurs
</u>
</a>
are shrinking their menus because of the pandemic. That number is so large that
<em>
New York Magazine
</em>
recently
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
asked
</u>
</a>
, “Is It Time To Get Rid of Menus For Good?”
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
The underlying reasons for this are financial: Restaurants can’t bother with low-margin dishes. They have fewer employees on the payroll, so they want to be more efficient with a smaller set of meals. They’re prioritizing fewer — and cheaper — ingredients.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
But rewriting a menu is no simple task. Every inch of text, from the typeface down to the order of items, must be workshopped for maximum profitability.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
And when restaurants need help, they turn to a niche, little-known cadre of professional “menu engineers.”
</p>
<h4 style="font-size: 17px; height: 100%; letter-spacing: 0px; line-height: 22px; margin: 0px; padding-top: 8px;">
<strong>
When restaurant menus are the family businesses
</strong>
</h4>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
You’d be hard-pressed to find many people who have thought more about restaurant menus than
<strong>
Michele Benesch
</strong>
.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
In 1968, her grandfather, Walter Baker, started Menu Men, Inc., a creative consultancy that specializes in infusing menus with fanciful designs.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
At the time, says Benesch, the art of the menu was largely neglected. Sensing some room for disruption, Baker convinced restaurateurs to invest in fully customized designs.
</p>
</td>
</tr>
<tr>
<td>
<a style="color: #d62829; text-decoration: none;" target="_blank">
<img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fthdaily.s3-us-west-1.amazonaws.com%252Fmichele_20200829003121.jpg/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZ0aGRhaWx5LnMzLSJ9:1kXMSa:gT76-Kn8Q9-X8AH2uS5ntXiiqmRWoVGzUbUC_TEIHsY" style="height: auto; max-width: 600px; padding-top: 10px; width: 100%;" width="600"/>
</a>
<p style="color: #5f696c; font-family: Helvetica, sans-serif; font-size: 12px; font-style: italic; line-height: 20px; margin: 0px; padding: 8px 5px 20px;">
Benesch, with a variety of menus she’s worked on (Michele Benesch)
</p>
</td>
</tr>
<tr>
<td class="h2020 ignore-defaults" style="padding: 0px 10px;">
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Benesch never expected to enter the family business. But she couldn’t fully escape it, either. When she went out to dinner as a kid in Miami, her father, who ran the company at the time, always pointed out little menu tricks. He’d ask her about the materials used (“Why did this client choose a parchment?”), the fonts, the placement of each item.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
“My whole life, I was being an apprentice for the job I never realized I wanted,” Benesch says.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
By the time Benesch took over the business in 2006, the menu engineering trade had begun to gain wider recognition, with a growing number of hospitality schools funding research into the psychology of menus.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Consultants like Benesch realized they could use this research to get customers to spend more money.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Today, Benesch blends design, psychology research, and general food knowledge to build a more scientific menu. With a bit of tinkering, she can increase the odds of, say, a diner picking the highest-margin meal on the menu.
</p>
</td>
</tr>
<tr>
<td>
<a style="color: #d62829; text-decoration: none;" target="_blank">
<img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fthdaily.s3-us-west-1.amazonaws.com%252Ftricks_20200829003157.jpg/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZ0aGRhaWx5LnMzLSJ9:1kXMSa:gT76-Kn8Q9-X8AH2uS5ntXiiqmRWoVGzUbUC_TEIHsY" style="height: auto; max-width: 600px; padding-top: 10px; width: 100%;" width="600"/>
</a>
<p style="color: #5f696c; font-family: Helvetica, sans-serif; font-size: 12px; font-style: italic; line-height: 20px; margin: 0px; padding: 8px 5px 20px;">
A few simple tricks engineers sometimes employ to optimize menus (The Hustle)
</p>
</td>
</tr>
<tr>
<td class="h2020 ignore-defaults" style="padding: 0px 10px;">
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Considering how small restaurant profits are (typically
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
3% to 5%
</u>
</a>
), the right menu can mean the difference between success and failure.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
When a Las Vegas restaurant recently hired Benesch to revamp its menu, she cut their 4-page layout down to a simple 2-page panel, upped the font size, did some dish repositioning, and cut loose some of the dishes that weren't selling well.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
The new menu led to a spending bump equivalent to
<strong>
$9 more per customer
</strong>
.
</p>
<h4 style="font-size: 17px; height: 100%; letter-spacing: 0px; line-height: 22px; margin: 0px; padding-top: 8px;">
<strong>
The subtle power of a restaurant menu
</strong>
</h4>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
An engineered menu won’t convince you to order something you normally wouldn’t. The point is to reach you at a moment of indecision. Torn between 3 different dishes? A well-designed menu is laid out so that your eyes gravitate toward the priciest dish.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Say you unfold a two-page menu. Your eyes will almost always follow the same reverse “Z” pattern: Top right, top left, bottom right, bottom left.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
One-page menus are different; most people’s eyes land about ⅓ of the way down from the top, then move up, then scroll back all the way down.
</p>
</td>
</tr>
<tr>
<td>
<a style="color: #d62829; text-decoration: none;" target="_blank">
<img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fthdaily.s3-us-west-1.amazonaws.com%252Fmenu%2520read_20200829003225.jpg/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZ0aGRhaWx5LnMzLSJ9:1kXMSa:gT76-Kn8Q9-X8AH2uS5ntXiiqmRWoVGzUbUC_TEIHsY" style="height: auto; max-width: 600px; padding-top: 10px; width: 100%;" width="600"/>
</a>
<p style="color: #5f696c; font-family: Helvetica, sans-serif; font-size: 12px; font-style: italic; line-height: 20px; margin: 0px; padding: 8px 5px 20px;">
The Hustle
</p>
</td>
</tr>
<tr>
<td class="h2020 ignore-defaults" style="padding: 0px 10px;">
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
In the hands of someone like Benesch, this knowledge can be a powerful revenue generation tool.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
The prime real estate of a menu — that upper-right corner — is often reserved for high-margin dishes or supplemental items like appetizers.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Benesch will often draw more attention to these items by adding design details, like a box or a touch of bolding. Highlighting certain items, though, is a delicate dance: overdo it, and the whole menu just winds up looking chaotic.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Benesch relies on a few ground rules. When she’s working with a particular section — say, “Sandwiches” or “Appetizers” — with under 8 items, she’ll only add a box around 1 dish. If the category has between 10 and 12 items, she’ll bring that up to 2.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
A few of the myriad strategies employed by menu engineers like Benesch:
</p>
<ul style="font-size: 16px; line-height: 20px; margin: 0; padding-bottom: 10px; padding-left: 12px;">
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
Using
<a style="color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
words
</u>
</a>
like “
<strong>
signature
</strong>
,” “
<strong>
original
</strong>
,” and “
<strong>
famous
</strong>
” to make high-margin items more appealing.
</li>
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
<strong>
Removing the dollar sign
</strong>
($) from the dish prices. Studies
<a style="color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
show
</u>
</a>
that customers spend more when the price is presented as a standalone number.
</li>
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
Enlisting the
<a style="color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
magic number
</u>
</a>
for
<strong>
items per food category
</strong>
. At fast-food joints, it’s 6; for snazzier joints, it’s 7 appetizers/desserts and 10 main courses.
</li>
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
Retooling design elements: menus with
<strong>
big fonts
</strong>
and no more than
<strong>
20% white space
</strong>
improve the dining experience.
</li>
</ul>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Another strategy: If you’ve noticed shops selling dishes that feel particularly over-the-top — say, the $1k “
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
Golden Opulence Sundae
</u>
</a>
” from Manhattan’s “Serendipity 3” dessert shop, or Ben & Jerry’s
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
20-scoop Vermonster
</u>
</a>
— you might have stumbled across a “
<strong>
decoy item
</strong>
.”
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
As
<strong>
Gregg Rapp
</strong>
, a prominent menu engineer who has worked in the industry for 38 years, explains it, decoy items are not actually designed to be ordered.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
The goal, he says, is to “get dopamine kicked into your brain.” You probably can’t afford to buy a golden sundae, but its mere existence excites you about the rest of the menu.
</p>
</td>
</tr>
<tr>
<td>
<a style="color: #d62829; text-decoration: none;" target="_blank">
<img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fthdaily.s3-us-west-1.amazonaws.com%252Fgregg_20200829003305.jpg/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZ0aGRhaWx5LnMzLSJ9:1kXMSa:gT76-Kn8Q9-X8AH2uS5ntXiiqmRWoVGzUbUC_TEIHsY" style="height: auto; max-width: 600px; padding-top: 10px; width: 100%;" width="600"/>
</a>
<p style="color: #5f696c; font-family: Helvetica, sans-serif; font-size: 12px; font-style: italic; line-height: 20px; margin: 0px; padding: 8px 5px 20px;">
Gregg Rapp has worked on hundreds of restaurant menus all across America (Gregg Rapp)
</p>
</td>
</tr>
<tr>
<td class="h2020 ignore-defaults" style="padding: 0px 10px;">
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
All of these design strategies generally serve one overarching goal: making a menu as accessible as possible.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Not every restaurant follows these principles.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Take the Cheesecake Factory, whose
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
<u style="color: #d62829; text-decoration: none; underline: none;">
21-page menu
</u>
</a>
is the stuff of fast-food legend. Its menu is bulky, confusing, and riddled with a hellscape of fonts and garish-looking ads.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
“What that menu does is it overwhelms a person,” Rapp says.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
But even this menu mayhem is by design: unless you’re a Cheesecake Factory aficionado, you will usually turn to your servers for help — and servers can point you to higher-price items.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
<strong>
Can you engineer a smartphone menu?
</strong>
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
In the before times, when Benesch walked into a new client’s restaurant, she could quickly identify what needed fixing.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
But COVID-19 has thrown even the most astute of menu engineers for a loop. Since the spring, she’s been commissioned by dozens of restaurants looking to refashion their menus to be more delivery-friendly.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
The strategy of a delivery menu is different from that of a table menu: It must be easy to digest, short, and focused on items that keep well, rather than those that are the highest priced.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
“Someone could make a beautiful beef wellington that could melt in your mouth,” Benesch says. “It’s not going to travel 12 city blocks and taste the same.”
</p>
</td>
</tr>
<tr>
<td>
<a style="color: #d62829; text-decoration: none;" target="_blank">
<img alt="" src="https://inboxflows.com/_/image/https%253A%252F%252Fthdaily.s3-us-west-1.amazonaws.com%252Fcovid_20200829003335.jpg/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZ0aGRhaWx5LnMzLSJ9:1kXMSa:gT76-Kn8Q9-X8AH2uS5ntXiiqmRWoVGzUbUC_TEIHsY" style="height: auto; max-width: 600px; padding-top: 10px; width: 100%;" width="600"/>
</a>
<p style="color: #5f696c; font-family: Helvetica, sans-serif; font-size: 12px; font-style: italic; line-height: 20px; margin: 0px; padding: 8px 5px 20px;">
COVID-19 has shifted the focus of menu engineers to delivery and takeout menus (Joe Raedle/Getty Images)
</p>
</td>
</tr>
<tr>
<td class="h2020 ignore-defaults" style="padding: 0px 10px;">
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
For menu engineers, the more dramatic change is the shifting medium.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Restaurants are investing heavily in QR codes. Instead of thinking of a customer unfurling a basic two-page menu, Benesch has to ask herself, “How will this look on a smartphone menu?”
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
That shift has called the fundamental truisms of menu design — like the trajectory of a diner’s eyeballs — into question.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Benesch has attempted to pivot quickly. She’s one of a handful of engineers already offering QR code menu designs. And when designing a smartphone menu, she has decided to cast aside some longtime no-nos.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
She used to avoid using multiple font sizes on the same menu page, but when she’s dealing with a QR code, she’ll just up the size of the item she wants to highlight by 2 point sizes. She’s adding more boxes and color differentials than usual — anything that will grab attention.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
“We go back to pictures, we go back to colors, we go back to a more stylish approach,” she says. “We’re in uncharted waters. The psychology of how you open up a menu no longer applies.”
</p>
</td>
</tr>
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<h2 style="font-size: 20px; font-weight: 800; letter-spacing: 0px; line-height: 24px; margin: 20px 0 0px;">
<em>
<strong>
Flippy & Miso go to White Castle
</strong>
</em>
<strong>
: The AI assistant chef joining forces with America’s first fast-food hamburger chain
</strong>
</h2>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
There are only 3 guarantees in life:
</p>
<ol style="font-size: 16px;">
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
Death
</li>
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
Taxes
</li>
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
Us housing half a dozen White Castle Double Cheese Slider combos every other Sunday
</li>
</ol>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
So imagine our surprise (nay, our
<em>
delight
</em>
) when we heard the big news -- Select White Castle locations are bringing in
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
Flippy the flying robot
</a>
to help man the fryer in a pilot and eventual beta for White Castle’s North American locations..
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
<em>
Robots who can work a fryer...has someone been reading our dream journal again?
</em>
</p>
<h4 style="font-size: 17px; height: 100%; letter-spacing: 0px; line-height: 22px; margin: 0px; padding-top: 8px;">
<strong>
Helping White Castle make more green
</strong>
</h4>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Thanks to thermal vision (along with 12 different pending patents), this AI assistant chef from
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
Miso Robotics
</a>
is helping to address the challenges facing quick-service restaurants like White Castle:
</p>
<ul style="font-size: 16px; line-height: 20px; margin: 0; padding-bottom: 10px; padding-left: 12px;">
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
<strong>
Economical:
</strong>
Flippy’s low hourly cost can give quick-service restaurants a 300% lift in margins
</li>
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
<strong>
Scalable:
</strong>
Flippy has cooked 60K+ lbs of fried food and 12K+ burgers, and counting
</li>
<li style="font-size: 15px; line-height: 140%; margin: 0 0 0 15px; padding: 0px;">
<strong>
Responsible:
</strong>
Flippy makes for a safer work environment by keeping human workers away from dirty and dangerous kitchen tasks
</li>
</ul>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
The cooking chops of this skillful little chef are paying off for his creators, too -- Miso Robotics is now in prime position to be one of the
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
main players in automating the up-and-coming cloud kitchen market
</a>
.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
So, here’s your opportunity: Get in on their
<a style="-webkit-text-fill-color: #d62829; color: #d62829; text-decoration: none;">
SeedInvest fundraising round
</a>
while it’s still open (and before Flippy gets a movie deal with Kal Penn), and see where this investment takes you.
</p>
<p style="font-size: 15px; line-height: 140%; margin: 5px 0px 10px;">
Now, who wants a tiny slider?
</p>
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<a style="-webkit-text-fill-color: #ffffff; background: #D62829; border-radius: 15px; color: #ffffff; font-size: 16px; font-weight: bold; padding: 6px 20px; text-decoration: none;">
Invest here →
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Today's email was brought to you by Zachary Crockett, Brad Wolverton, and Bobby Durben.
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4 years, 11 months ago - news@thehustle.co
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