Brand Icon leaders Peggy and Andrew Cherng discuss the ‘Panda Way’ at CREATE

Dr. Peggy and Andrew Cherng, co-CEOs of Panda Express, recently discussed their brand's operational philosophy, known as the "Panda Way," during the CREATE event targeting emerging restaurateurs. The Cherngs, who founded Panda Inn in 1973, have built Panda Express into a significant player in the quick-service restaurant sector with over 2,600 locations across the U.S. and annual sales exceeding $6 billion, ranking it as the 11th largest restaurant chain in the country.

Andrew Cherng reflected on the early challenges of growing their business, stating, “I thought we would be an instant success. Boy was I wrong.” Despite initial slow growth, he emphasized that these difficulties fostered a deep appreciation for every customer. The pivot to a quick-service model, strategically positioned in high-traffic locations, was a turning point for the brand’s expansion, allowing it to capitalize on the burgeoning mall trend in the 1980s.

Peggy Cherng described her background as an engineer, which played a pivotal role in their operations. She focused on the importance of data capture and efficient systems, leading to the development of Panda Express's proprietary point-of-sale system when such solutions were still relatively novel. “Before I joined the restaurant business, my goal was to be an inventor,” she noted, indicating her vision for streamlining operations to enhance customer service.