What separates thriving franchise systems from struggling ones? It starts with understanding that franchisees are not buying a playbook. They are buying into a network, a support system, and a business coach who shows up in their backyard. In this episode, Kristin Del Sontro, Director of Operations at Retro Fitness, shares how 20 years of retail leadership prepared her to revolutionize franchise operations. From becoming a certified personal trainer to prove credibility, to fixing underperforming locations by focusing on the people piece and operational routines, Kristin reveals why teaching beats telling, why trust matters more than directives, and how protecting low coach-to-franchisee ratios creates genuine partnerships. She breaks down the suite of services that sets Retro apart, explains why your front desk staff shapes member experience more than equipment ever will, and shares the mindset shift required when moving from corporate mandates to franchise suggestions. If you are scaling a franchise system or leading distributed teams, this conversation offers a masterclass in building infrastructure that supports without suffocating, trains without overwhelming, and wins by treating every interaction as relationship-building first.

Timestamps:

00:00 - The power of peer networks in franchise systems

00:30 - Welcome and introduction to Kristin Del Sontro

02:00 - From retail management to franchise operations

04:10 - Becoming certified to build credibility

06:00 - Blending fitness knowledge with operational expertise

08:15 - The scary leap franchisees take

09:30 - Buying into a network, not just tools

11:10 - Being generous with time and paying it forward

11:40 - Transitioning from corporate retail to franchise

13:40 - What surprised her most about franchise operations

16:00 - Why mental health matters in fitness

16:45 - Creating consistency without crushing autonomy

19:00 - The suite of services that supports franchisees

21:00 - Protecting coach span for authentic support

24:00 - The role of the franchise business coach

27:50 - Meeting franchisees where they want to play

29:30 - Story time: Turning around underperforming locations

34:10 - The critical role of training in distributed networks

36:00 - Treating first jobs as formative experiences

38:00 - Building a people-first culture that retains talent

41:00 - The importance of the front desk role

41:35 - Advice for franchise leaders

42:05 - Founding New Jersey Sip Saver Social

44:25 - Where to connect with Kristin

Follow Doug Mark:

LinkedIn: https://www.linkedin.com/in/dougmark/

Website: https://www.thetrainingeffect.com

Connect with Kristin Del Sontro:

LinkedIn: https://www.linkedin.com/in/kristin-delsontro/

Retro Fitness Franchising: https://www.retrofitness.com/franchising

New Jersey Sip Saver Social: @njsipsaversocial on Instagram

In this episode of The Training Effect, host Doug Mark sits down with Katin Keirstead, Vice President of Operations at The Junk Luggers and Certified Franchise Executive, to explore what it takes to build training systems that can scale from hundreds to thousands of locations while maintaining quality and driving real business outcomes.

Katin shares her journey from education and adult learning into the franchise world, where she helped scale Planet Fitness from approximately 600 to over 2,500 locations globally. During her nearly decade-long tenure, she established and transformed operational training programs that impacted over 30,000 team members, navigated the post-COVID landscape, and helped recapture 97% of the membership base.

Throughout the conversation, Katin reveals the practical realities of implementing learning management systems, the critical difference between compliance training and behavior-changing training, and why the answers to your training challenges are always in the field, not in your office. She discusses the importance of understanding adult learners, the mistakes franchisors commonly make when developing training programs, and how to align learning KPIs with strategic business objectives.

From mobile app adoption strategies that drove engagement from 63% to 89% to creating emotional connections through training materials, Katin provides actionable insights for franchise training professionals at any stage of growth. She also shares her philosophy on communication, leading distributed teams, and why unit level profitability should be the metric every franchise system tracks.

Whether you are just starting to build your training infrastructure or looking to take your existing programs to the next level, this episode offers a masterclass in franchise training and development from someone who has done it at scale.

Timestamps:

• 00:00 - Introduction and welcome
• 02:05 - Katin's journey from education to franchise operations
• 02:50 - What is a Certified Franchise Executive and why pursue it
• 04:35 - Scaling Planet Fitness from 600 to 2,500 locations
• 06:45 - The state of training when Katin joined Planet Fitness in 2014
• 08:10 - Going back to basics: focusing on customer experience
• 10:20 - The role of the learning management system in enabling scale
• 13:20 - Common mistakes with technology implementation and change management
• 14:50 - Aligning learning KPIs with strategic business objectives
• 18:30 - Creating meaningful metrics beyond vanity numbers
• 20:45 - Training initiatives that directly impacted business results
• 21:20 - The mobile app adoption story: from 63% to 89%
• 27:00 - Compliance training versus behavior-changing training
• 30:05 - Designing learning for different audiences in franchising
• 34:20 - Deciding which training modalities to use
• 38:15 - Biggest mistakes franchisors make when developing training
• 41:45 - Knowing what format will be most effective
• 43:00 - Leading distributed teams and driving change
• 46:30 - Ensuring every team member's voice is valued at scale
• 49:25 - Quick questions: one piece of advice, common beliefs, key metrics
• 51:00 - What excites Katin about The Junk Luggers
• 52:10 - Regional food dish of New Hampshire
• 53:25 - Closing and how to connect with Katin

Connect with Doug: 

LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/

Website: learningzen.com

Connect with Katin: 

LinkedIn: https://www.linkedin.com/in/katinkeirstead/

Website: https://katinkeirstead.kit.com/684fccda83

In this episode of The Training Effect, host Douglas Mark is joined by Chris Allen, founder of Vennspring and former visionary behind LearningZen, for a deep dive into why even great business systems break, and what can be done to fix them.

From multi-layered government contracts to million-user training platforms, Chris brings real-world experience on how to move from complexity to clarity. Together, Doug and Chris explore how organizations can bridge the gap between vision and execution through smarter systems, stronger training, and operational alignment.

What You’ll Learn in This Episode:

• Why most system breakdowns aren’t tech issues—they’re people issues

• How clarity gets lost as businesses scale

• Why consensus can kill progress

• The power of failure-forward cultures

• How LMS tools can drive both performance and trust

• How to turn training into a tool for both execution and franchisee evaluation

• Real examples of systems driving measurable revenue impact
  This episode is a masterclass in making your systems, and your people, work smarter together.

00:00 – Introduction: Why systems fail and where clarity breaks down  

03:10 – Chris’s journey from LearningZen to global consulting  

06:20 – Consensus vs. clarity: The hidden risk in scaling  

09:15 – How training bridges the gap between vision and execution  

13:40 – Common founder mistakes when building systems  

16:30 – Using LMS tools for culture, training, and franchise development  

20:45 – Real-world examples of systems that drove measurable performance  

24:00 – Why silos form—and how to reconnect marketing and IT  

28:00 – Chris’s “ask dumb questions” method for real clarity  

31:15 – Final thoughts and how to connect with Chris Allen

Follow Doug and Chris:

Connect with Doug: 

LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/

Website: https://www.learningzen.com/

Connect with Chris: 

LinkedIn: https://www.linkedin.com/in/topherallen/

Website: https://vennspring.com/

In this episode of The Training Effect, host Douglas Mark sits down with Nick Pope, Chief AI Officer at Stay In Your Lane and Train In Your Lane, to cut through the AI noise and provide practical guidance for franchise owners. From a background in corporate sales to becoming an AI leader, Nick shares the unique lessons he's learned about making artificial intelligence accessible and actionable for franchise brands.

They dive into the nuts and bolts of AI implementation, from Nick's 4-step framework to specific tools that franchise owners can start using today. Nick also opens up about his journey from Concord, New Hampshire to AI expertise, the power of finding internal AI champions, and how franchise brands can leverage AI to scale faster without overwhelming their operations or breaking the bank.

If you're looking to understand AI's practical applications in franchising, implement efficiency gains, or simply understand what it takes to get started with AI in your franchise operation—this episode is a must listen.

Topics Covered:

• Why AI education comes before tool implementation

• Nick's 4-step AI framework for franchise brands

• How to find and empower AI "power users" in your organization

• Practical AI tools that won't break the bank

• The future of AI in franchise operations over the next 5 years

• Why AI won't replace jobs, but people who use AI might replace people who don't

• How AI note-taking and transcription can transform business insights

  
  

Timestamps:

00:00 Introduction to AI for Franchise Owners

01:30 Meet Nick Pope: From New Hampshire to AI Leadership

03:00 The Christmas 2022 AI Discovery

05:00 When AI Became "This Changes Everything"

09:00 The EAT Model: Education, Application, Transformation

10:00 What Franchise Brands Should Actually Care About

13:00 Where Overwhelmed Franchise Owners Should Start

15:00 Nick's 4-Step AI Implementation Framework

24:00 Easy AI Tools Franchise Brands Can Implement Today

26:00 How AI Helps Franchise Brands Scale Faster

28:00 Addressing AI Fears and Misconceptions

33:00 The Future of AI in Franchising (5-Year Outlook)

36:00 AI Trends Franchisors Need on Their Radar

38:00 The Next Generation Growing Up with AI

41:00 Concord, New Hampshire Recommendations

42:00 Conclusion and Final Thoughts

Follow Douglas and Nick:

Connect with Douglas:

LinkedIn: https://www.linkedin.com/in/doug-mark-649866a /

Website: https://www.learningzen.com/

Connect with Nick:

LinkedIn: https://www.linkedin.com/in/nickwpope/

Website: https://traininyourlane.com/

In this episode of The Training Effect, host Douglas Mark sits down with Carrie Pratt, Franchise Liaison at Corporate Cleaning Group, to unpack how structured training systems empower franchises to scale without sacrificing quality. From a background in social work to leading operations at a national commercial cleaning brand, Carrie shares the unique lessons she's learned along the way.

They dive into the nuts and bolts of franchise operations, from onboarding and ongoing training to tech platforms that streamline inspections, compliance, and team communications. Carrie also opens up about the culture of partnership that fuels Corporate Cleaning Group’s growth, the power of authentic leadership, and how her team uses tools like LearningZen and Lighthouse to elevate training and customer experience at scale.

If you’re looking to build stronger systems, improve franchise performance, or simply understand what it takes to run a consistent, scalable franchise operation—this episode is a must listen.

Topics Covered:

• Why structured onboarding is just the beginning

• Using LMS platforms to create brand-consistent training

• How data and compliance audits drive operational improvements

• The role of communication, leadership, and culture in franchise success

00:00 Introduction to Franchise Success

00:47 Meet Carrie Pratt: From Social Work to Franchise Operations

05:44 The Importance of Standardized Training

11:28 Implementing Effective Training Systems

17:50 Adapting to Change and Overcoming Challenges

24:27 Essential Tools for Field Operations

26:40 Maintaining Quality Across Multiple Locations

27:11 Compliance Audits and Operational Support

29:08 Scheduled Audits and Inspections

32:46 Onboarding New Franchisees

35:03 Using Data to Drive Improvement

42:21 The Importance of Communication and Delegation

45:52 Conclusion and Final Thoughts

Follow Douglas and Carrie:

Connect with Douglas: 

LinkedIn: https://www.linkedin.com/in/doug-mark-649866a /

Website: https://www.learningzen.com/

Connect with Carrie: 

LinkedIn: https://www.linkedin.com/in/carriereaume/  

Website: https://corporatecleaninggroupfranchise.com/

In this powerhouse episode of The Training Effect, host Douglas Mark sits down with Red Boswell, President of IFPG, to explore what’s really driving success in today’s franchise landscape, and what’s holding some brands back.

From fourth-grade pencil hustler to leading one of the most influential networks in franchising, Red brings energy, wisdom, and a whole lot of insight into how brands grow, scale, and sustain performance. Together, Doug and Red cover the real drivers of franchise momentum, the role of training in long-term success, and what top-performing franchisors are doing differently.

What You’ll Learn in This Episode:

• Why authentic relationships, not just ads, drive franchise growth

• The common blind spots in emerging franchise operations

• How great training systems create scalable, supportable brands

• Why franchisees must be gritty (and how to tell if they are)

• The role of suppliers, consultants, and community in brand expansion

• How IFPG is changing how franchisors connect, grow, and scale

This episode is a front-row seat to franchising’s biggest truths, from someone who’s lived every angle of it.

00:00 – Introduction: Meet Red Boswell and the heart of IFPG  

01:40 – What does the “lucky number 7” hat mean?  

03:10 – Red’s entrepreneurial journey: From NFL pencils to Amway to franchising  

06:00 – Founding a pooper scooper franchise and scaling to 148 territories  

08:20 – How Red transitioned to franchise leadership and joined IFPG  

10:00 – Family, passion, and building a life through franchising  

12:20 – The shift in the franchise landscape and what top brands are doing right  

14:00 – Why training systems are the foundation of scalable growth  

15:50 – The importance of relationships, authenticity, and intentional branding  

18:30 – Operational challenges for emerging franchisors  

20:15 – What most brands get wrong about training and support  

22:30 – Empowering franchisees to train their teams effectively  

24:00 – Why great franchisees need grit (and what that really means)  

26:20 – How franchise consultants influence training and supplier relationships  

28:30 – IFPG’s new Supplier Hub and Group Purchasing Organization (GPO)  

30:15 – What every franchise system should implement today  

31:00 – Red’s favorite leadership books and resources  

32:00 – What kind of franchise would Red launch today? (Hint: jet skis + off-road fun)  

34:15 – How to connect with Red and learn more about IFPG  

35:10 – Outro: Subscribe, share, and stay connected to The Training Effect

Follow Doug and Red:

Connect with Doug: 

LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/

Website: https://www.learningzen.com/

Connect with Red: 

LinkedIn: https://www.linkedin.com/in/redboswell/

Website: https://www.ifpg.org/

In this episode of The Training Effect, host Douglas Mark sits down with Corey Criss, Director of Franchise Training at The Dog Stop, to unpack how one of the fastest-growing pet care brands in the country is using structured training to scale without sacrificing quality.

From a chance encounter in a retail shop to leading training for a 38-location brand, Corey shares how he transformed his background in education into a powerful approach to franchise growth. Together, Doug and Corey explore how trust, consistency, and learning systems build not just better operations, but stronger people.

What You’ll Learn in This Episode:

• Why a "Train the Trainer" model is critical for franchise growth

• How The Dog Stop empowers part-time employees and reduces attrition

• The tools and tech stack powering scalable training at 30+ locations

• Why knowing your learning style matters as much as your SOPs

• The shift from dog care to client education and next-gen franchise learning
  

Timestamps

00:00 – Intro: Meet Corey Criss, Director of Franchise Training at The Dog Stop  

01:00 – From College Professor to Franchise Training Leader  

03:00 – The Origin Story: A Bag of Dog Food That Changed a Career  

05:00 – Why The Dog Stop Is in the “Trust Industry”  

06:30 – Creating Consistent Experiences Across All Locations  

08:00 – The “Train the Trainer” Model That Powers Scale  

09:40 – Balancing Standardization and Flexibility in Franchise Operations  

11:10 – Partnering with Outside Experts and Fear Free Certification  

13:00 – Hybrid Learning: Online, In-Person, and Post-Training Support  

14:45 – The Challenge of Turnover and How Training Reduces Attrition  

16:30 – Plug-and-Play Training Modules for Franchisees and GMs  

18:00 – Shifting Mindsets: From Personal Success to Shared Success  

19:30 – Why Franchisee Success Is Brand Success  

21:00 – Tools & Technologies: LMS, SevenTaps, Intranet, and monday.com  

23:00 – Measuring Impact: Retention, Engagement, and Culture  

24:30 – Building for Different Learning Styles and Preferences  

26:00 – Advice for Franchisors: Lifelong Learning and Hiring Educators  

28:00 – Collaborative Culture: Feedback, Trust, and Training Evolution  

30:00 – Final Thoughts: What’s Next for Training at The Dog Stop  

31:30 – Learn More About The Dog Stop and Corey Criss

Follow Doug and Corey:

Connect with Doug: 

LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/

Website: https://www.learningzen.com/

Connect with Corey: 

Website: https://thedogstop.com/

Douglas Mark sits down with Faizun Kamal, CEO of Strategic Franchise Growth Advisors, bestselling author, and one of franchising’s most respected voices.

From corporate burnout to transforming the franchise journey for hundreds of clients, Faizun shares how true franchise success goes beyond units sold or revenue, it starts with intention, trust, and exceptional support. Together, they unpack the difference between growing fast and growing well, why many brands get training wrong, and how to build systems that empower, not just control, franchisees.

What You’ll Learn in This Episode:

• Why franchising is one of the most human business models in the world

• What real franchisee support looks like (and why “good” isn’t enough)

• The common myths new franchisees and franchisors believe, and how they backfire

• How to build systems that drive trust, not just compliance

• The role of leadership, brand clarity, and culture in sustainable scale

• How private equity is impacting the industry, for better or worse

• Why training should evolve as your brand grows
  

  
  

00:00 – Meet Faizun Kamal and her path into franchising  

03:20 – The truth about who can afford to franchise  

06:10 – Common myths about franchise ownership  

10:00 – Why support must be exceptional, not just good  

14:30 – How to validate a franchise with intention and trust  

19:00 – What healthy, sustainable franchise growth looks like  

24:30 – The danger of growing too fast without infrastructure  

29:00 – Private equity’s impact on franchising  

34:00 – Why training must evolve with the brand  

40:00 – Empowering franchisees through clarity and systems  

45:00 – Final reflections: leadership, love, and legacy

Follow Doug and Faizun:

Connect with Doug: 

LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/

Website: https://www.learningzen.com/

Connect with Faizun: 

LinkedIn: https://www.linkedin.com/in/faizunkamal/

Website: https://thefranchisepros.net/

Welcome to The Training Effect. The podcast where learning drives operational excellence. Hosted by Douglas Mark, President of Learning Zen, this show takes you inside conversations with top franchisors, multi-unit operators, and industry leaders who’ve mastered the art of scaling through training.

Hear real stories, proven strategies, and exclusive insights you won’t find anywhere else. Join a community of growth-minded business leaders, follow The Training Effect wherever you get your podcasts.