Franchise Today

Leading with Trust: Michelle Monroe Rowan and the Evolution of Franchise Business Review.

Few people set out to build a career in franchising. Michelle Monroe Rowan is proof that sometimes the best careers find you. Michelle joined Franchise Business Review more than 21 years ago as the company's first full-time employee. Today, as President and COO, she has helped shape one of franchising's most respected organizations while remaining a passionate advocate for franchisee satisfaction, thoughtful leadership, and the power of strong franchisor-franchisee relationships.

In this conversation, Michelle reflects on the lessons learned from growing alongside founder Eric Stites, why complementary leadership styles often outperform similar ones, and how curiosity, servant leadership, and saying "yes" to opportunities created a career she never anticipated.

We also discuss:

• Why franchising is ultimately a relationship business
• The importance of mentoring the next generation of industry leaders
• The role suppliers play in strengthening franchise systems
• How AI, digital noise, and information overload are changing franchise development
• Why the American Franchise Act matters to the future of responsible franchising

Michelle also shares insights from more than two decades of watching the franchise industry evolve while remaining committed to one simple principle: helping prospective franchisees make informed decisions and helping great franchise systems become even better.

Whether you're a franchisor, franchisee, supplier, or simply passionate about responsible franchise growth, this is a conversation you won't want to miss.

What makes a franchise system durable enough to grow through recessions, COVID, supply-chain disruption and technological change?

Kim Gubera believes it begins with relationships, strong foundations and franchise owners who are genuinely invested in their local businesses.

This week on Franchise Today, Stan Friedman welcomes Kim Gubera, President and CEO of PIRTEK USA and Canada.

Kim brings 26 years of franchise experience. Before joining PIRTEK in 2016, she spent 16 years helping U.S. Lawns grow from approximately 50 to 250 locations. She joined PIRTEK as corporate controller, advanced to CFO and vice president, and became CEO in January 2019.

Today, she leads a system of more than 200 active franchises providing mobile hydraulic and industrial hose replacement. PIRTEK’s one-hour ETA service model helps customers minimize costly equipment downtime while combining the strength of a national organization with the commitment of locally owned operators.

Stan and Kim discuss:

• Why ambition and resilience matter more than a candidate’s résumé
• The advantages of a true owner-operator franchise model
• How technicians and employees can progress into franchise ownership
• Why measured growth allows a franchisor to provide better support
• What COVID and supply-chain disruption taught PIRTEK about adaptability
• How AI may improve hose-life prediction and simplify access to thousands of parts
• The evolving role of private equity in franchising
• Why culture and values matter more than trying to predict the next ten years

Kim also shares the deeply personal franchisee stories that continue to inspire her—including an owner who used the business he built to repay his daughter’s student loans.

This is a conversation about growth, but not growth at any cost. It is about building franchise relationships and operating foundations strong enough to endure whatever comes next.

What separates thriving franchise systems from those constantly battling conflict? According to Steve Whiteside, it isn't better contracts. It isn't more operations manuals. And it certainly isn't more rules. It's relationships.

This week on Franchise Today, Stan Friedman welcomes Steve Whiteside—author of the bestselling book The Happy Franchisee, founder of the Franchise Leadership Center, and a former multi-unit franchisee who built seven successful career colleges after purchasing his first franchise in 1998.

Steve's journey is remarkable. Labeled a "slow learner" as a child, he barely made it out of high school. He later discovered he had dyslexia and ADHD. He returned to university at age 40, earned both a Master's degree and a Ph.D., and devoted his research to one question:

Why do some franchise relationships flourish while others fail?

Together, Stan and Steve explore:

• Why the franchisor-franchisee relationship is the greatest predictor of long-term success

• How trust—not blame—creates stronger franchise systems

• The ten biggest pain points franchisees face today

• Why leadership and people management outperform operational perfection

• How franchisees can move from simply surviving to becoming truly "happy franchisees"

• Why mentoring, accountability, and peer groups may be the industry's most underutilized growth tools

Whether you're a franchisor, franchisee, supplier, or aspiring owner, this conversation offers practical lessons on building stronger businesses by building stronger relationships.

Because successful franchising isn't about choosing sides. It's about winning together.

What happens when franchisees become owners of the very brand they believed in? In this episode of Franchise Today, Stan Friedman welcomes Ashley Morris, CEO of Capriotti's Sandwich Shop, whose journey began not in the corporate office, but behind the counter as a Capriotti's franchisee.

After experiencing the brand's potential firsthand, Ashley and his partners made the bold decision to acquire the entire company—closing the transaction on January 1, 2008, just as the global financial crisis was beginning to unfold.

Most would have pulled back. Ashley doubled down. Rather than cutting corners, Capriotti's invested in product quality, franchisee support, and disciplined growth. That commitment transformed a beloved regional sandwich shop into one of the most respected brands in the QSR/fast casual franchise space, as it celebrates its 50th anniversary.

In this conversation, you'll discover:

• Why becoming a franchisee first gave Ashley a fundamentally different perspective on leadership.
• How buying the company just before the Great Recession, shaped every decision that followed.

• Why protecting quality became Capriotti's greatest competitive advantage.
• The importance of franchisee trust, culture, and long-term thinking.

• What Ashley sees ahead for restaurant franchising, AI, and sustainable growth.

This isn't simply the story of a sandwich brand. It's the story of franchisees who believed in a business enough to buy it—and then spent the next two decades proving they were right.

What happens when your first business collapses and leaves you deeply in debt? For Tom Spadea, it became the foundation for everything that followed.

In this episode of Franchise Today, Stan Friedman welcomes Tom Spadea, co-founder of Spadea Lignana, one of franchising's most respected law firms.

Tom's journey began in a family machine shop business before launching a radio transmitter manufacturing company with childhood friend Josh Lignana. When that business failed, Tom found himself searching for a new direction. That search led him through business brokerage, franchise sales, law school, and eventually to building a law firm that today includes fifteen attorneys and more than forty team members.

In this conversation:

• Why franchising is a 50X–100X growth strategy
• The transition from operator to coach
• Why franchise agreements should function like constitutions
• The biggest mistakes emerging franchisors make
• Private equity's impact on franchising
• The importance of transparency and franchisee profitability
• Why foundations matter before "the cement hardens"

Tom also shares lessons from fourteen years of helping founder-led businesses scale through franchising and what he looks for in successful franchisor clients.

Whether you're considering franchising your business or already building a franchise system, this episode is packed with practical wisdom.

What happens when a franchisor executive becomes a franchise operator? Everything changes. In this episode of Franchise Today, Stan Friedman welcomes Heather Leed Neary, President and CEO of Taco John's, for a candid conversation about franchising, restaurant leadership, labor challenges, operational simplicity, and what she learned after moving from corporate leadership into the franchisee world.

Heather's journey began with what was supposed to be a temporary marketing position at Auntie Anne's. Instead, it launched a decades-long career in franchising that eventually led her to leadership roles at several iconic brands before becoming President and CEO of Taco John's.

But perhaps her greatest leadership education came when she stepped into the franchisee side of the business.

Managing more than 1,300 Taco Bell restaurants taught her lessons that many franchisors never fully appreciate. A $1,000 corporate mandate isn't just a $1,000 decision. Across a franchise system, it can become a six-figure expense for operators who live with the consequences every day.

In this conversation:

• Why simplicity beats complexity in restaurant operations
• What COVID taught restaurant leaders about labor and flexibility
• Creating pathways: from crew member to franchise owner
• Maintaining hospitality in a digital-first world
• The importance of community engagement and local leadership
• Why successful franchisors must think like franchisees

Heather also shares her vision for the future of Taco John's and why operational excellence starts with understanding the economics of the people who make the business work every day.

Ask Adam Sutton, “what matters more, your number ofunits or the numbers that your units produce?"

Hands down, he will tell you, "it's the latter." 

In this episode of Franchise Today, Stan Friedman welcomesAdam Sutton, CEO of DX3 Brands and RNR Tire Express, for a conversation about servant leadership, franchise growth, multi-brand expansion and building, businesses that genuinely change lives.

Adam's path into franchising wasn't linear. His journey included stints in broadcast media, filmmaking,creative agencies, technology marketing, and eventually returning to the family business founded by his father in 2000.

Today, RNR Tire Express operates more than 213 stores across30 plus states and recently expanded into Canada.

Through DX3 Brands, Adam is also building a multi-brand franchise platform, focused on complementary concepts that share common values around culture, customers and community.

In this conversation, we discuss:

• Why unit profitability matters more than unit count
• How servant leadership drives franchise performance
• Building a multi-brand platform without sacrificing culture
• The "Serve, Not Service" philosophy inspired by Disney andChick-fil-A
• Why franchisees should be valued by the strength of their relationships, not just their transactions
• The power of community involvement and giving back

Adam also shares lessons learned from building avalues-driven organization that donates millions annually, through community initiatives while maintaining strong franchise economics.

If you're interested in franchise leadership, culture,growth and creating lasting impact, this conversation is worth a listen. 

What if the greatest threat to your franchise concept isn't competition...but irrelevance?

In Part 2 of Stan Friedman's conversation with Batteries Plus Chief Development Officer Joe Malmuth, the discussion shifts from franchise development to franchise survival.

Joe argues that many franchise systems are facing a future they aren't prepared for. As AI changes how consumers discover brands, traditional search declines, and franchise categories become increasingly crowded, differentiation is no longer just optional.

It's survival.

Joe introduces the concept of "Google Zero," where AI-driven discovery tools begin replacing traditional search engines and reshaping how customers find products, services, and franchise opportunities.

He also explains why brands stuck at 25 to 50 locations often struggle to deliver on franchising's core promise of scale:

• purchasing power
• infrastructure
• brand awareness

Along the way, Joe shares:

• why being second or third in a category is increasingly dangerous
• What Seven Brew can teach the rest of franchising

• How Batteries Plus launched curbside pickup in just 24 hours during COVID
• Why small innovations often create outsized customer trust
• Three practical steps every franchisor should take regarding AI today

Part 1 of this conversation challenged conventional franchise development thinking, Part 2 challenges how franchisors prepare for the future itself.

This is a discussion that every franchise executive should hear.

What happens when franchising keeps using playbooks written for a completely different generation?

In this episode of Franchise Today, Stan Friedman welcomes Joe Malmuth, Chief Development Officer at Batteries Plus, for a fascinating conversation about AI, franchise development, generational change, and why the future of franchising belongs to brands willing to rethink it all.

Joe’s path into franchising was anything but traditional. Before entering franchising, he worked as a firefighter, musician, and airplane parts salesperson Then, after discovering his entrepreneurial streak, he ultimately found his way into franchising and has never looked back.

Since then, he has helped scale major franchise brands, including Stanton Optical, where he helped grow the system from 12 franchisees to more than 100 locations.

Today at Batteries Plus, Joe is focused on modernizing franchise development while challenging outdated assumptions through his philosophy of “Franchise Rebellion.”

In this episode, Joe and Stan discuss:

• Why traditional franchise playbooks may no longer work
• How AI is transforming franchise development and candidate outreach
• Why younger franchise investors think differently
• The growing importance of differentiation in crowded markets
• And why the speed of AI adoption is being dramatically underestimated

Joe also explains why the future of franchising will belong to brands that combine strong fundamentals with adaptability, innovation, and clear positioning.

This is part one of a two-part conversation exploring where franchising is headed next.

What if your franchise system is already sitting on millions of dollars in hidden revenue… and you just haven’t unlocked it yet?

In this episode of Franchise Today, Stan Friedman welcomes back David Owasi, CEO of Outreach Genius, for one of the most practical and eye-opening conversations yet about AI, franchise growth, and dormant lead recovery.

Forget the hype.

This conversation is about what AI can do right now for franchisors, franchisees, and home service operators willing to think differently.

David reveals how brands are:

• Reviving thousands of dormant CRM leads
• Generating new business from permits data and realtor relationships
• Using AI-powered outreach to increase engagement and conversions
• Accelerating software development from idea to launch in days instead of months
• And creating scalable systems that save time while uncovering hidden revenue opportunities

One standout insight:

Most businesses are obsessed with generating new leads while completely ignoring the goldmine already sitting inside their databases.

David explains why AI isn’t replacing human strategy—it’s amplifying it.

But there’s a catch:
Bad thinking still produces bad outcomes.

The businesses winning with AI are the ones combining automation with discipline, infrastructure, compliance, and clear strategic direction.

Stan and David also discuss:

• AI-assisted coding and rapid prototyping
• Multi-channel outreach strategies
• Exit interviews and competitive intelligence
• Why “those who know more, grow more”
• And where franchising is headed as AI becomes mainstream

If you’re a franchisor, supplier, entrepreneur, or franchise executive trying to separate real AI opportunities from empty noise, this episode delivers actionable insights you can use immediately.

This isn’t theory... It’s the future of franchise growth, and the future is NOW!