FranchiseU!

Jim Metevier’s career journey has taken him from restaurant assistant manager to CEO, with more than 30 years of experience across major restaurant brands.

In this episode of FranchiseU, host Dr. Kathy Gosser reconnects with her former KFC colleague Jim Metevier, CEO of Mountain Mike’s Pizza. Jim shares his journey from KFC assistant manager to more than two decades with Yum! Brands, where he held leadership roles across operations, finance, marketing, development, and strategy before becoming Chief Operating Officer of KFC U.S. He later served as president of Biscuitville before joining Mountain Mike’s in 2018.

Jim was named CEO of Mountain Mike’s in 2023. Under his leadership, the California-born brand surpassed 300 locations in 2025 and now has more than 100 restaurants in development across 17 states.

Jim explains how Yum!’s people-first culture shaped his leadership style, emphasizing listening, developing people, building relationships, and creating systems that support franchisee success.

As Mountain Mike’s expands, Jim says success starts with choosing franchise partners who will become active members of their communities. The brand supports growth through local outreach, PR, sampling, partnerships, and a strong Franchise Support Center mindset.

For Jim, growth is not simply about adding locations. His primary goal is 100% franchisee success.

He closes with advice for emerging leaders: stay flexible, keep learning, build relationships, help others succeed, and “lead with your ears.”

Topics covered include:

• Jim Metevier’s journey from KFC assistant manager to CEO

• Leadership lessons from KFC and Yum! Brands

• Selecting community-focused franchise partners

• Building a Franchise Support Center culture

• Balancing expansion with franchisee success

• Career advice for emerging leaders

Learn more about the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

#JimMetevier #MountainMikesPizza #KFC #YumBrands #Biscuitville #FranchiseLeadership #FranchiseDevelopment #FranchiseGrowth #FranchiseeSuccess #FranchiseProfitability #RestaurantFranchising #PizzaFranchise #FranchiseSupport #FranchiseU #YumCenterForGlobalFranchiseExcellence

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This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

In this episode of FranchiseU!, Dr. Kathy Gosser sits down with Lori Riddle Eberenz, Director of Global Public Relations and Storytelling for Yum! Brands, to discuss how storytelling builds brands, strengthens franchise relationships, supports business strategy and helps leaders communicate through change and crisis.

Lori shares her journey from journalism and agency work to nearly a decade with KFC and her current global role at Yum! Brands. She reflects on memorable KFC campaigns and explains that the best brand stories give people a reason to care, support the business strategy and remain authentic to the brand.

She also discusses the importance of trust and relationships in franchising, including the story of KFC franchisee Clinton Lewis, who began as a teenage cook and later became an owner.

Lori and Kathy explore how public relations has evolved as companies rely more on owned media, including social channels, corporate newsrooms, podcasts and video. Lori also shares practical lessons from crisis communications, including why organizations should respond quickly, communicate what they know and avoid waiting until every detail is available.

The conversation becomes personal as Lori reflects on surviving Stage II breast cancer. She shares how the experience changed her priorities, strengthened her focus on health and reinforced the importance of finding small moments of joy. She also explains the idea of “don’t hog your journey,” and why sharing difficult experiences can help others facing similar challenges.

The episode closes with Lori’s advice to students and young professionals: pursue internships, learn what kinds of work energize you and begin building relationships with mentors early in your career.

Topics Covered

• What makes a great brand story
• Storytelling as business strategy
• Lori’s career at KFC and Yum! Brands
• Building trust with franchisees
• Modern PR and owned media
• Crisis communication
• Leadership and franchisee alignment
• Surviving breast cancer and finding joy
• “Don’t hog your journey”
• Internships, mentors and career development

About Lori Riddle Eberenz

Lori Riddle Eberenz is Director of Global Public Relations and Storytelling for Yum! Brands. Over more than a decade with Yum! Brands and KFC, she has helped lead communications during periods of innovation, growth and transformation.

Previously, Lori led public relations and partnerships for KFC U.S. She is a PRWeek 40 Under 40 honoree and holds degrees from Lindsey Wilson University and the University of Missouri School of Journalism.

A breast cancer survivor, Lori is passionate about helping others find joy and share the lessons from their own journeys. She lives in Louisville with her husband, Josh, and their two daughters.

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This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

On this episode of the FranchiseU Podcast, host Dr. Kathy Gosser interviews Alex Nessenthaler, Franchise Owner of Magnolia Bakery in Louisville, Kentucky, about her journey from corporate retail leadership to franchise ownership.

Alex spent years in the fashion industry, most recently overseeing North American retail for Tory Burch. After a career that required frequent travel, she began reconsidering what success looked like for her family. She and her husband, Patrick, moved back to Louisville to raise their two young boys, and Alex explored entrepreneurship as a way to continue building brands while creating more flexibility.

After evaluating several industries, she discovered that Magnolia Bakery, a brand she already loved, was beginning to franchise. Her experience in retail operations, leadership, customer experience, and brand development helped make her a strong fit.

Alex discusses becoming one of Magnolia Bakery’s earliest franchisees, including a month of hands-on training in New York across bakery operations. She explains the importance of brand standards, operational consistency, and active ownership when bringing an established brand into a new market.

Recorded just one week after the Louisville location opened, the conversation also covers the realities of launching a food and beverage business, including staffing, seasonality, customer expectations, and the fast pace of daily operations.

Leadership remains central to Alex’s approach. She shares her belief that “happy people make happy business” and explains how building a motivated team directly affects the customer experience.

Alex also discusses the support she receives from Magnolia Bakery, the importance of the franchisor-franchisee partnership, and her plans to open three Louisville locations while exploring additional growth across Kentucky and nearby markets.

For anyone considering franchise ownership or leaving a corporate career for entrepreneurship, Alex’s story offers a practical look at how leadership experience and brand-building skills can translate into business ownership.

Topics Covered in This Episode

• Transitioning from corporate leadership to franchise ownership
• Choosing the right franchise opportunity
• Becoming an early franchisee of an established brand
• Franchise training and maintaining brand standards
• Launching a food and beverage business
• Building and leading a motivated team
• Creating strong customer experiences
• The franchisor-franchisee relationship
• Balancing entrepreneurship and family priorities
• Growing through additional locations, catering, partnerships, and community engagement

Time Stamps

00:00 Redefining Success

01:29 From Fashion to Tory Burch

03:48 Why She Left Corporate

05:01 Finding Magnolia Through Franchising

07:02 Winning the Franchise

08:40 Training and Quality Standards

09:30 Early Franchisee Impact

12:12 Product Passion and Menu

13:30 Opening Day in Louisville

15:01 Building a Happy Team

16:02 Fast Pace of Food

18:21 Support From Magnolia HQ

20:42 Franchise Partnership Playbook

24:05 Doubts and New Success

26:08 Growth Plans and Community

27:34 Lessons and Closing Thoughts

Today Dr. Kathy Gosser welcomes Abby Epperly, General Manager and co-owner of Bad Ass Coffee of Hawaii – Rock Hill in South Carolina. Abby opened the location with her father, Doug Epperly, in May 2026 and now oversees day-to-day operations while helping create a welcoming gathering place for the community.

Abby’s journey began at the University of Louisville, where she became the first student to earn the undergraduate certificate in franchise management. Before taking her first franchise course, she largely associated franchising with major fast-food brands and assumed ownership was reserved for people with significant wealth. Courses in franchise fundamentals and franchise law changed that perspective and helped her see the range of industries, investment levels, and opportunities available in franchising.

After graduation, Abby participated in the Disney College Program, gaining experience in hospitality, customer service, and relationship-building. She later worked in social media for her father’s packaging company before returning to an idea that had stayed with her since college: becoming a franchise owner.

Abby first discovered Bad Ass Coffee of Hawaii while researching franchise brands for a class. Beyond the memorable name, she connected with the company’s focus on ohana, aloha spirit, positivity, family, and community. After some persistence, she convinced her father to explore the opportunity, eventually turning the idea into a father-daughter business partnership.

Abby also shares what happens after deciding to become a franchisee, including evaluating financial viability, reviewing franchise agreements, navigating real estate and lease terms, and relying on attorneys and other experts. She discusses the many relationships involved in opening and operating a franchise and the unique challenge of working with a parent while maintaining healthy boundaries between business and family.

Today, Abby is focused on making the Rock Hill location more than a coffee shop. She has watched it become a gathering place for families, friends, community organizations, and local groups. Meanwhile, she and her father are already thinking bigger. Their development agreement includes at least three Bad Ass Coffee locations in York County, with the possibility of eventually owning multiple brands.

Abby also explains why she believes franchising should be taught in universities. With opportunities spanning restaurants, professional services, childcare, pet care, home services, and many other industries, franchising can introduce students to careers and paths to business ownership they may never have considered.

Her advice to future franchisees is simple: the franchisor can provide the systems and the playbook, but success still depends on what the franchisee does with it.

In This Episode

• How franchise education changed Abby’s view of entrepreneurship
• Lessons from Disney she applies to hospitality and leadership
• Why Abby chose Bad Ass Coffee of Hawaii
• What aspiring franchisees should know about due diligence
• Creating a true community gathering place
• Why Abby believes universities should teach franchising
• Advice for students and future franchise owners

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Reach out directly to Dr. Kathy Gosser via LinkedIn.

This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

In this special episode of FranchiseU, co-host Dr. Zac Goldman sits down with fellow University of Louisville colleague and longtime corporate leader Dr. Kathy Gosser to explore the enduring leadership philosophy of Colonel Harland Sanders.

Dr. Gosser shares firsthand insights from her 35-year career at KFC and Yum! Brands, breaking down how a simple roadside restaurant transformed into a global fast-food empire through radical persistence, trust, and a commitment to doing things the "Hard Way." Together, they discuss how Sanders' core principles shaped the culture of KFC and Yum! Brands by providing 11 timeless Leadership Lessons.

________________________________________

What You'll Learn in This Episode:

The Power of Reinvention: How Colonel Sanders rebuilt his business from scratch after highway construction bypassed his original roadside restaurant.

The 1,009 Rejections: Why ultimate persistence is the secret weapon for any aspiring entrepreneur or franchise founder.

The "Nickel a Head" Handshake: How early franchise expansion relied entirely on trust, relationship-building, and mutual respect.

The Origin of the KFC Name: The story behind franchisee Pete Harman naming the iconic brand.

The Importance of Brand Quality: Why simplicity, consistency, and a "back to basics" approach are vital to scaling a global supply chain.

Leadership Creating Legacy: How the KFC Foundation continues Sanders' mission through education and scholarships.

How Relationships ARE the Brand: Trust between the franchisor and franchisee is the ultimate currency for sustainable growth.

How Continuous Learning is Paramount: Great leaders never stop acquiring knowledge, a trait that defined Sanders' life.

Examples of a Service-First Mindset: True business success comes from serving both your end customers and your internal franchise partners.

About Your Hosts

Dr. Kathy Gosser

Dr. Kathy Gosser joined the University of Louisville College of Business faculty in 2019 following an illustrious 35-year career at Yum! Brands. Her final role at the corporation was Director of Learning & Organizational Development, alongside serving as the Chair of the KFC Foundation. She holds a PhD in Educational Leadership and Organizational Development and an MBA from UofL, as well as a BA in Journalism from Indiana University.

Dr. Zachary “Zac” Goldman

Dr. Zachary Goldman is an academic leader and faculty member in the University of Louisville College of Business, serving as Chair of the Department of Management & Entrepreneurship. As the Director of Online Teaching & Learning and the founding Program Director of the Online MBA, he designs innovative, student-centered digital education. His research focuses on leadership, communication, and integrating AI and analytics responsibly into business education.

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Don’t miss out on all things FranchiseU!:

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This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

In this episode of the FranchiseU! Podcast, Dr. Kathy Gosser speaks with Matt Kunz, President and CEO of Fastest Labs, about relationship-first leadership, franchisee coaching, and the systems required to support sustainable growth. Matt draws on more than 27 years in franchising, beginning with his experience as a Sylvan Learning franchisee. By closely following the operating model, maintaining disciplined marketing and sales practices, and focusing on execution, he outperformed many of his peers, acquired struggling centers, and successfully turned them around. That experience eventually led him to Sylvan’s corporate operations team and later to leadership roles at Neighborly, where he guided brands including Mr. Rooter Plumbing and Five Star Painting.

Today, Matt leads Fastest Labs, a private-equity-backed franchise system with approximately 250 locations providing drug, alcohol, and DNA testing services. The company serves businesses and individuals through compliance-focused solutions, rapid results, and respectful customer service. During the conversation, Matt explains why franchisees must develop a strong business-to-business sales mindset, how local relationship-building supports lead generation, and how national accounts help the brand serve clients with operations across multiple markets. He also discusses mentorship, communication, franchisee accountability, and the importance of combining proven processes with personal connection.

Matt brings more than two decades of franchise leadership experience and has helped guide several brands through significant periods of growth. Most notably, he helped scale Five Star Painting from $41 million to $156 million in systemwide revenue. He has led franchise systems ranging from roughly 230 to more than 300 locations, consistently emphasizing people, operational discipline, and long-term performance. Matt holds an Executive MBA and the Certified Franchise Executive designation. His leadership philosophy is captured in a central message from the episode: growth is a relationship sport backed by process.

Key topics include:

·        Relationships come before results.

·        Strong processes support strong relationships.

·        Franchisees must actively develop their markets.

·        B2B selling is largely a mindset.

·        Sell the solution, not the service.

·        Growth requires reflection and coaching.

·        Mentorship accelerates leadership development.

Click below to listen and subscribe to the podcast on Spotify, iTunes, or wherever you enjoy your favorite shows.

Don’t miss out on all things FranchiseU!:

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Reach out directly to Dr. Kathy Gosser via LinkedIn.

This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

Today Dr. Kathy Gosser sits down with Chequan Lewis, President of Crunch Fitness, to discuss his remarkable leadership journey from Howard University and Harvard Law School to the helm of one of the world's fastest-growing fitness franchises. Originally aspiring to a career in public service, Lewis began as a litigator before joining Pizza Hut as a franchise attorney, where a pivotal conversation with Yum! Brands CEO David Gibbs led him into operations. That decision ultimately propelled him to become Pizza Hut U.S. Chief Operating Officer and the company's first Chief Equity Officer before taking the reins at Crunch Fitness.

Drawing on his unique blend of legal, operational, and strategic leadership experience, Lewis shares how learning the business at the unit level shaped his leadership philosophy and why building repeatable systems, listening deeply to franchisees, and leading with humility and intentionality are essential for sustainable growth. He also explains what sets Crunch Fitness apart in a crowded marketplace, from delivering high-value experiences at affordable prices to fostering a culture of belonging through the brand's signature "Crunch-isms." The conversation explores franchise growth, operational excellence, franchisee engagement, and the challenges of scaling while maintaining culture, offering valuable insights for franchise leaders, entrepreneurs, and anyone interested in building organizations that grow through strong relationships and purposeful leadership.

Key topics include:

• Great leaders learn the business from the front lines.
• Career growth comes from embracing unexpected opportunities.
• Strong franchise systems are built on partnership, not control.
• Culture is a brand's greatest competitive advantage.
• Leadership begins with humility, authenticity, and intentionality.

We are happy to report that since the recording of this interview on June 9, 2026, Chequan Lewis was selected to be the new CEO of Crunch Fitness. Congratulations Chequan!

Click below to listen and subscribe to the podcast on Spotify, iTunes, or wherever you enjoy your favorite shows.

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This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

In this episode of FranchiseU!, Dr. Kathy Gosser sits down with Amanda Valente, co-founder and COO of Renovation Sells, to discuss how her company is transforming the home renovation experience through a franchise model built on speed, transparency, quality, and predictability.

Amanda shares her journey from legal marketing to franchise leadership and explains why Renovation Sells was founded to address many of the frustrations homeowners and real estate professionals commonly face during renovation projects. From missed deadlines and budget overruns to poor communication and uncertainty, the company was designed to provide a streamlined, white-glove renovation experience that meets the expectations of today's consumers.

The conversation explores how Renovation Sells combines financing, design, and construction under one roof to simplify the renovation process for buyers, sellers, and real estate agents. Amanda discusses the company's budget-driven approach, which focuses on helping clients make smart investment decisions rather than encouraging unnecessary upgrades. She also explains how franchise owners serve as trusted advisors, helping clients maximize both home value and return on investment.

Amanda and Kathy discuss the importance of building trust in an industry where communication and reliability often determine success. They examine how the company balances a proven operational playbook with the flexibility needed for franchisees to respond to the unique needs of their local markets. Amanda also shares insights into the company's thoughtful growth strategy, its commitment to empowering women leaders within the construction industry, and the importance of finding franchise owners who value relationships, service, and long-term customer success.

Whether you're interested in franchising, entrepreneurship, real estate, construction, or business leadership, this episode offers valuable lessons on creating scalable systems, maintaining culture during growth, and building a brand that solves real customer problems.

Key topics include:

• Why trust is the foundation of every renovation project
• How consumer expectations are changing the industry
• Building systems that scale without sacrificing local expertise
• The importance of culture and leadership in franchise growth

Click below to listen and subscribe to the podcast on Spotify, iTunes, or wherever you enjoy your favorite shows.

Don’t miss out on all things FranchiseU!:

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Reach out directly to Dr. Kathy Gosser via LinkedIn.

This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

In this episode of FranchiseU!, Dr. Kathy Gosser explores how franchise education can open doors to careers that many students and professionals never realize exist. Franchising supports millions of jobs, fuels entrepreneurship, creates pathways to generational wealth, and touches nearly every aspect of business; from operations and marketing to finance, legal strategy, and relationship management. Yet despite its economic impact, franchising remains largely absent from traditional business school curricula.

Joining the conversation are two graduates of the University of Louisville’s franchise education programs who have built successful careers through the opportunities they discovered in the industry.

Marlee Henson, a recent University of Louisville graduate and Franchise Management Certificate recipient, shares how a single class introduced her to the vast franchising ecosystem. Now working at FranNet at the intersection of franchise development and marketing, Marlee discusses how hands-on coursework, including analyzing Franchise Disclosure Documents (FDDs), helped prepare her for a career dedicated to helping aspiring entrepreneurs find the right path to business ownership. She also reflects on how internships, networking, and franchise education transformed her understanding of the business world.

Shannon Iverson, Vice President of Franchise Growth at El Pollo Loco, brings a seasoned leadership perspective to the discussion. After beginning her career in manufacturing and global business development, Shannon transitioned into franchising, helping drive growth for brands including Marco’s Pizza and Taco John’s before joining El Pollo Loco. She discusses how earning the University of Louisville’s Graduate Certificate in Franchise Management and leveraging Certified Franchise Executive (CFE) credits accelerated her professional growth. Shannon also shares insights on franchise expansion, international development, leadership, and the importance of creating opportunities for the next generation of franchise professionals.

Together, Kathy, Marlee, and Shannon discuss the value of franchise education, the diverse career opportunities available within the industry, the role of mentorship and networking, and why franchising offers one of the most overlooked pathways to professional and entrepreneurial success.

Key topics include:

• The economic impact of franchising and its role across industries
• The University of Louisville’s franchise education programs
• How franchise coursework prepares students for real-world careers
• Career pathways beyond franchise ownership
• Reviewing and understanding Franchise Disclosure Documents (FDDs)
• The connection between franchise education, internships, and job placement
• Transitioning into franchising from other industries
• International franchise expansion and development strategies
• Leadership, mentorship, and professional growth in franchising
• The value of the Certified Franchise Executive (CFE) program
• Building sustainable franchise growth through strategic partnerships

Whether you're a student exploring career options, a professional considering a career pivot, or a franchise leader interested in developing future talent, this episode highlights the many ways franchise education can create opportunities and shape careers.

Click below to listen and subscribe to the podcast on Spotify, iTunes, or wherever you enjoy your favorite shows.

Don’t miss out on all things FranchiseU!:

Website: FranchiseU!

Instagram: @franchiseu_podcast

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Twitter: @franchiseupod

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Reach out directly to Dr. Kathy Gosser via LinkedIn.

This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

On this episode of the FranchiseU! Podcast, host Dr. Kathy Gosser sits down with Alvaro Leal, Director of Business Development at 1-TOM-PLUMBER, to explore why franchising and the home services industry are attracting a new generation of entrepreneurs. Leal shares his journey from marketing work with Chick-fil-A to the fast-growing plumbing franchise sector, drawn by the power of scalable systems, operational consistency, and recession-resistant demand. He explains how 1-TOM-PLUMBER built a nationally recognized brand around 24/7 emergency plumbing services, while intentionally creating a customer-first identity shaped by the fact that more than 80% of plumbing service calls come from women.

The conversation also dives into what separates successful franchise owners from the rest, including the importance of hands-on leadership, following proven SOPs, understanding the FDD, and developing strong sales and customer service skills. Leal discusses the company’s rapid expansion to more than 113 awarded territories across 28 states, the support franchisees receive through in-house marketing, technology, training, and operational systems, and how the brand’s growth within Eversmith Brands is creating new national opportunities in the home services space. This episode offers an inside look at one of franchising’s fastest-growing industries and the business systems driving its momentum.

Key topics include:

·     Alvaro Leal’s path from Chick-fil-A marketing into franchising and home services.

·     Overview of 1-TOM-PLUMBER and its 24/7 emergency plumbing business model.

·     The appeal of scalable franchise systems that can be replicated across markets.

·     Professionalism, customer trust, and clean branding as differentiators in the home services industry.

·     The importance of relationship-building and dedicated salespeople in commercial accounts.

·     What the role of Director of Business Development looks like in a franchise organization.

Click below to listen and subscribe to the podcast on Spotify, iTunes, or wherever you enjoy your favorite shows.

Don’t miss out on all things FranchiseU!:

Website: FranchiseU!

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Reach out directly to Dr. Kathy Gosser via LinkedIn.

This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.