In this episode of the Training Impact Podcast, Jeff Walter talks with Angela Cote, founder and CEO of AC Inc., about why field support is one of the most influential and least developed roles in franchising.

Angela brings a rare, end-to-end perspective shaped by a lifetime in the franchise industry. She grew up in a franchise system that scaled to nearly 500 locations, spent years working directly in field support, and later operated as a multi-unit franchisee herself for close to two decades. That experience exposed a consistent challenge across franchise brands. Even with strong onboarding, solid systems, and well-documented operational playbooks, franchisee performance often stalls once the business is up and running.

Jeff and Angela unpack why the issue is rarely the system itself. Instead, the gap shows up in how franchisees are supported day to day. Field support teams are expected to drive accountability, engagement, and growth, yet many are promoted into the role without being trained to coach business owners. As a result, support conversations often default to compliance and checklists rather than strategic guidance.

Throughout the conversation, Angela explains the difference between consulting, training, and coaching, and why coaching is the missing capability in many franchise systems. Rather than solving problems for franchisees, effective coaching helps them think more clearly, prioritize their time, and take ownership of their results. This shift reduces dependence on head office and creates stronger, more confident operators.

Angela also shares how AC Inc. helps franchisors equip field support professionals with the skills to build trust, establish credibility, and lead more productive coaching conversations. When field teams are trained to coach rather than police, franchisee engagement improves, relationships strengthen, and performance follows.

This episode is especially relevant for franchisors, operations leaders, training and learning professionals, and anyone responsible for supporting franchisees, dealers, or partners across a distributed network.

Learn more about AC Inc.:

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In this episode of the Training Impact Podcast, Jeff Walter welcomes Matthew Reyes for one of the most human-centered conversations the show has hosted to date. What begins as a discussion about customer experience and training quickly becomes a deeper exploration of motivation, habit formation, and why many training programs struggle to create lasting behavior change.

Matthew brings more than two decades of experience leading large customer experience and support organizations at companies including Crunchyroll, Milestone, and eSignal. Throughout the conversation, he challenges a common assumption in learning and development. Training does not fail because people are unwilling to learn. It fails because organizations underestimate the role human needs play in performance, engagement, and consistency. Content alone does not create capability, and systems alone do not create commitment.

Jeff and Matthew unpack what customer experience really means beyond software or interfaces. Customer experience is the full journey someone has with a brand, shaped by human interactions, support conversations, AI agents, partners, and frontline employees. Because many of those people do not work directly for the organization, training becomes the primary lever for consistency, trust, and quality across distributed environments.

The conversation then shifts from traditional training design to motivation. Matthew explains why incentives and surface-level rewards miss the mark and why generational labels like “Gen Z challenges” often point to unmet needs rather than attitude problems. Short attention spans, desire for feedback, and emphasis on mental health are signals that traditional systems are no longer aligned with how people work.

At the center of the episode is Matthew’s framework of six core human needs: safety and familiarity, variety, significance, connection, growth, and contribution. These needs are not hierarchical. They coexist, and when at least three are met consistently within a process, behavior becomes repeatable and habit-forming. Matthew shares how this insight emerged from studying engagement patterns in gaming and subscription environments and how the same principles apply to workforce development.

Listeners will hear how these ideas translate into practical training design. From scaling teams rapidly to building train-the-trainer models, Matthew explains how effective programs focus on identity as much as skill. Learn-do-teach becomes a human system, where learning creates safety, doing drives growth, and teaching reinforces significance and contribution.

The episode also explores individual adaptation and inclusion through a powerful example of redesigning work for an underperforming agent with ADHD and dyslexia. By adjusting workflows instead of forcing conformity, performance improved dramatically in days, not months.

The conversation concludes with Matthew’s work mentoring men transitioning back into society after incarceration. The same framework applies. Before goals can be set, foundational skills like time management, self-measurement, and purpose must exist. By teaching personal KPIs and connecting actions to future identity, lasting change becomes possible.

This episode reinforces a simple but often overlooked truth. Training is not primarily about delivering content. It is about designing environments that meet human needs so the right behaviors become repeatable.

🎧 Listen to the full episode here:

In this episode of the Training Impact Podcast, host Jeff Walter sits down with Kara Hale, Operations Director at MCP Emerson Canada, for a deep dive into what it really takes to scale complex partner operations across borders, brands, and retail channels.

MCP Emerson Canada plays a critical role in helping U.S. and global consumer product brands enter and succeed in the Canadian market. With more than 50 brands across health, wellness, OTC, and consumer packaged goods, and distribution reaching roughly 5,000 retail locations nationwide, the operational complexity is significant. Kara walks through how MCP Emerson Canada acts as an extension of its brand partners, providing the regulatory expertise, supply chain infrastructure, and retail relationships required to operate successfully in Canada.

The conversation begins with an overview of the Canadian retail landscape and why it differs so dramatically from the U.S. market. With only a handful of dominant national retailers, shelf space is scarce, competition is intense, and execution must be precise. Kara explains how MCP Emerson Canada navigates regulatory approval through Health Canada, manages import and logistics processes, and standardizes onboarding for brand partners so nothing falls through the cracks.

From there, the discussion shifts to one of the most powerful differentiators in MCP Emerson Canada’s approach: consumer insights and data-driven decision making. Kara shares how the organization moved beyond simply representing products to actively guiding retailers with market intelligence. By analyzing macro consumer trends, category data, and point-of-sale information, MCP Emerson Canada helps retailers make smarter decisions about assortment, shelf space, and inventory turns.

Jeff and Kara explore real examples of how secondary and tertiary trends shape demand. From shifts in travel behavior to the downstream effects of GLP-1 medications on OTC categories, Kara explains how insight-led presentations help retailers anticipate what consumers will need next. This approach not only improves shelf efficiency for retailers, but also strengthens brand performance and accelerates growth for MCP Emerson Canada’s partners.

The episode also dives into operational scalability. Kara discusses the challenges of managing institutional knowledge when processes live in people’s heads, and how MCP Emerson Canada is working toward more automated, standardized workflows to support growth. She outlines plans to improve cross-functional handoffs between regulatory, sales, marketing, and supply chain teams, ensuring consistency as the organization continues to expand.

Technology and data play a major role in this evolution. Kara introduces Emerson’s proprietary data platform, Omega, which brings together shipment data, POS data, and analytics into a single source of truth. The platform helps brand partners understand performance trends, identify supply gaps, and make more informed planning decisions across both U.S. and Canadian markets.

Finally, the conversation looks ahead to the role of AI and automation. Kara shares how MCP Emerson Canada is thoughtfully applying AI to reduce manual, repetitive work while preserving human judgment where it matters most. From insight generation to workflow automation, the goal is not workforce reduction, but enabling teams to spend more time growing the business and less time managing friction.

This episode is a candid, practical look at what partner enablement, data-driven operations, and scalable execution really look like behind the scenes. For anyone involved in partner management, consumer goods, retail operations, or extended-enterprise training and enablement, it offers valuable insight into how complexity can be turned into competitive advantage.

🎧 Learn more about the Training Impact Podcast: 👉 ⁠https://www.latitudelearning.com/training-impact-podcast/

Learn more about MCP Emerson Canada at https://www.mcpemerson.ca

#TrainingImpactPodcast #MCPEmersonCanada #PartnerEnablement #ConsumerProducts #RetailStrategy #SupplyChain #OperationalExcellence #ExtendedEnterprise #DataDrivenDecisions #AIinBusiness #ChannelPartners #MarketInsights #CanadianRetail

What does confident growth really look like for small businesses?

In this episode of the ⁠Training Impact Podcast⁠, Jeff Walter sits down with Matthew Gourgeot of ⁠Thryv ⁠to explore how small businesses adopt technology, build confidence, and scale without adding unnecessary complexity. While many platforms focus on features, this conversation highlights why enablement and education are just as critical as the software itself.

Matthew shares how Thryv supports small business owners who are balancing sales, operations, marketing, and customer relationships all at once. Rather than overwhelming users, Thryv embeds guidance and learning directly into everyday workflows—helping owners move from reactive problem-solving to proactive growth.

Together, Jeff and Matthew discuss why software adoption often stalls, how integrated enablement reduces friction, and why confidence is one of the most important outcomes of any training or technology investment.

This episode is especially relevant for training leaders, enablement professionals, and anyone designing customer or partner-facing platforms that need to deliver real business impact.

🎧 Learn more about the Training Impact Podcast: 👉 ⁠https://www.latitudelearning.com/training-impact-podcast/⁠

🌐 Explore Thryv: 👉 ⁠https://www.thryv.com⁠

In this episode of the Training Impact Podcast, Jeff Walter sits down with Jimmy McFeeters to explore how Protein Bar & Kitchen has scaled thoughtfully while protecting food quality, brand culture, and operational clarity. While many franchise brands chase rapid expansion, Protein Bar & Kitchen has taken a different path—one rooted in intentional growth, experienced franchisee selection, and operational simplicity.

Jimmy brings more than a decade of franchise development experience across multiple restaurant systems. Together, he and Jeff unpack what tends to break when brands grow too fast and what it takes to avoid those pitfalls. From real estate strategy and menu evolution to franchisee alignment and training, the conversation reveals the behind-the-scenes decisions that protect consistency as a franchise footprint expands.

Listeners will hear how Protein Bar & Kitchen evolved from a compact urban protein shake concept into a scalable quick-service restaurant without compromising taste or efficiency. By avoiding grills, fryers, and high-heat equipment, the brand has reduced operational complexity, simplified training, and created a better working environment for staff—advantages that become especially important in high-volume, non-traditional locations like airports.

Training plays a central role in the brand’s growth strategy. Rather than treating training as a one-time event, Protein Bar & Kitchen views it as a foundation for franchise success. Structured on boarding, ongoing field support, and operational reviews help franchisees execute with confidence while staying aligned with brand standards. The result is a system designed to support experienced operators and reinforce consistency across every location.

The episode also explores why non-traditional locations have become a strategic advantage. Airport environments provide immediate volume, early brand validation, and operational insights that inform improvements across the broader system. Combined with growing consumer demand for protein-forward, convenient meals, this disciplined approach has helped the brand achieve strong same-store sales growth in a challenging restaurant landscape.

This conversation offers valuable insights for franchisors, operators, and training leaders who want to scale without losing what makes their brand work. It’s a reminder that sustainable growth is built on discipline, clarity, and systems—not speed alone.

🎧 Listen to the full Training Impact Podcast: ⁠https://www.latitudelearning.com/training-impact-podcast/⁠

🔗 Learn more about Protein Bar & Kitchen: ⁠https://www.theproteinbar.com/⁠

What happens when a business grows faster than its systems?

In this episode of the Training Impact Podcast, Jeff Walter speaks with April Porter, co-founder of Secretsos, about why operational clarity is often the missing ingredient in organizations struggling to scale.

Many companies invest heavily in people, technology, and culture, yet still experience friction, burnout, inconsistent execution, and stalled growth. April explains that these challenges are rarely caused by a lack of effort or talent. More often, they stem from unclear processes, undocumented expectations, and systems that have not evolved alongside the business.

April shares how Secretsos helps organizations move beyond founder dependency and tribal knowledge by creating clear, documented operational frameworks. As companies grow, leaders often become bottlenecks, answering the same questions repeatedly and making decisions that could be handled by teams if the right systems were in place. This conversation explores how clarity allows leaders to step out of daily firefighting and focus on strategy, while giving employees the confidence to execute without constant oversight.

A major theme of the discussion is the difference between control and clarity. April explains that effective systems are not about micromanagement or rigid rules. Instead, they provide shared understanding around how work gets done and why it matters. When expectations are clear, accountability feels fair rather than punitive, onboarding becomes faster and more consistent, and performance conversations shift from emotion to objectivity.

Jeff and April also discuss the critical role documentation plays in training and development. When processes live only in people’s heads, training becomes inconsistent and heavily dependent on who is available to explain things. Documentation turns knowledge into an asset that can be reused, improved, and scaled. This creates a strong foundation for onboarding, role-based training, and ongoing development, especially in organizations that are adding new hires faster than leaders can personally train them.

The conversation highlights how many performance issues are mistakenly labeled as people problems. Missed deadlines, quality issues, and disengagement often trace back to unclear workflows or conflicting expectations rather than a lack of motivation. April explains how Secretsos works with organizations to identify these breakdowns and build systems that support people instead of exhausting them.

Listeners will also hear how operational clarity reduces burnout. When employees know what success looks like and how their work fits into the larger organization, they are more engaged and more effective. Clear systems allow teams to spend less time guessing and more time delivering meaningful results.

This episode is especially relevant for business owners, operators, and learning and development leaders navigating growth, change, or complexity. It offers a practical perspective on how operations and training must evolve together to create sustainable performance.

Learn more about Secretsos

For more info about LatitudeLearning.com visit our site at www.latitudelearning.com

In this episode of the Training Impact Podcast, Jeff Walter sits down with Kevin Trost, Co-Founder and President of Adminify AI, to explore how artificial intelligence is changing the way businesses scale, engage customers, and support channel partners.

Rather than focusing on AI hype or surface-level tools, this conversation digs into how AI assistants can function as a true execution layer inside a business. Kevin shares how Adminify AI helps organizations automate customer interactions across phone, text, web, and social channels while preserving transparency, personality, and trust.

Jeff and Kevin discuss why speed to lead has become one of the most practical and immediate AI use cases, especially in industries like home services, franchising, and multi-location businesses. Kevin explains how AI ensures no customer inquiry is missed and how it can intelligently route conversations, summarize interactions, and hand off to humans only when necessary.

One of the standout moments in the episode is a real-world example of an AI assistant navigating a complex customer objection without being explicitly trained for the situation. The story illustrates how modern AI can understand intent, identify concerns, and creatively problem-solve to achieve a defined business goal.

The conversation also explores why AI should be treated less like traditional software and more like an employee. Kevin explains that organizations often abandon AI tools too quickly, forgetting that they are willing to spend weeks training human hires. When AI is trained intentionally and given clear goals, it becomes a long-term asset that works continuously without fatigue.

For franchisors and channel-driven organizations, this episode offers practical insight into how AI assistants can standardize processes across locations, reduce risk for franchise owners, shorten training timelines, and create consistency without adding headcount at headquarters.

Jeff and Kevin also discuss transparency in AI interactions, why customers prefer knowing they are speaking with an AI assistant, and how adding personality to AI experiences can improve engagement and trust.

This episode is a must-listen for leaders in franchising, partner enablement, training, operations, and customer experience who want to understand how AI fits into the future of scalable business systems.

To listen to more episodes of the Training Impact Podcast, visit

Learn more about Adminify AI at

Most people assume franchising begins when an entrepreneur signs an agreement or opens their doors, but the real work happens long before that point. In this episode of the Training Impact Podcast, Jeff Walter talks with Jared Nassiff, Director of Business Development at Business Alliance, Inc., to uncover what truly happens behind the scenes of franchise development.

Jared explains how Business Alliance helps candidates understand their goals, strengths, lifestyle preferences, and financial expectations before they ever meet a franchisor. For consultants, the job is not selling. It is alignment. When expectations, capabilities, and support systems match, long-term success becomes far more likely.

A key theme throughout the conversation is readiness. Many emerging franchisors underestimate how much operational structure and training are required to scale. Strong brands document their processes, establish predictable workflows, and support their franchisees with onboarding, launch preparation, and ongoing learning.

Jared also breaks down what separates high performing franchise brands. They communicate clearly, follow defined processes, invest in continuous improvement, and maintain transparency during the discovery process. These qualities are visible to consultants and candidates almost immediately.

Training emerges as one of the strongest indicators of franchise readiness. Well designed training influences onboarding, customer experience, operational consistency, confidence, and long-term performance. It even impacts franchise validation when prospective buyers speak with existing operators.

The takeaway is clear. Franchise success depends on alignment, clarity, and well organized systems. Brands that invest in documentation, transparent communication, and strong franchisee training outperform those that focus only on selling more units.

Learn more at businessallianceinc.com

In this episode of the Training Impact Podcast, Jeff Walter sits down with Ed Powers, Director of Operations at Broken Yolk Cafe, to unpack how a beloved San Diego breakfast spot grew from a single Pacific Beach landmark into a multi-state franchise system. Ed’s career journey—from regional operations leader at Chili’s to helping build Broken Yolk’s franchise infrastructure—offers practical insight into what it really takes to scale a restaurant brand without losing its soul.

Ed shares how the story of Broken Yolk Cafe begins with long lines, loyal customers, and steady demand that drew interest from would-be franchisees long before the company was ready. For years, the founder, John, resisted franchising despite constant inquiries. But over time, the opportunity became impossible to ignore. The question wasn’t whether people wanted more Broken Yolk locations—it was whether the business could scale without sacrificing the experience that made it iconic.

When Ed rejoined the brand, Broken Yolk Cafe was still transitioning from a single-market favorite to a system ready for expansion. With 41 locations across seven states, the challenge became creating structure while protecting the local charm customers loved. Ed explains how his role shifted from daily restaurant oversight to building systems, supporting franchisees, and ensuring the brand’s consistency as new owners brought the concept to new markets.

Scaling required solving real operational puzzles—product procurement across state lines, supply chain consistency, and maintaining quality standards as the footprint grew. Ed describes these challenges not as burdens but as opportunities to strengthen the system, streamline processes, and create a support model designed for long-term franchisee success.

A recurring theme in the conversation is the importance of listening. With dozens of locations and a diverse franchisee base, there are always more ideas than resources. Ed emphasizes that the only way to prioritize effectively is through direct franchisee feedback—understanding what operators truly need, not just what seems helpful from corporate. Jeff connects this to his own experience in partner training: every idea sounds valuable until ten franchisees say, “That’s nice, but here’s what we really need.”

This constant dialogue ensures that support programs actually solve problems, whether they involve training, staffing, menu execution, or operational efficiency.

Ed and Jeff dive into the cultural side of scaling—how to maintain passion, pride, and consistency when expanding to new regions. They discuss real examples of franchise systems boosting learner engagement, including a program Jeff highlights that increased training completions by 60 percent through a creative cultural initiative. Ed notes that these efforts matter because stronger training and clearer expectations make every unit better, whether the team works directly for corporate or for an independent franchisee.

Looking forward, Ed sees Broken Yolk Cafe continuing to expand toward the 50-unit mark and beyond, developing the systems, standards, and support structure needed to grow responsibly. With demand strong and brand recognition spreading far beyond San Diego, the next stage of growth is focused on strengthening franchise support, protecting product quality, and preparing operators for success in increasingly competitive markets.

Ed’s story underscores a simple but powerful truth: scaling a franchise brand isn’t about speed—it’s about structure, support, and staying close to the people who run your restaurants. Broken Yolk Cafe’s growth has been fueled by operational discipline, a willingness to listen, and a commitment to preserving the experience that made the original location famous. For franchise leaders, this episode offers a grounded look at what it takes to grow without losing your identity.

Learn more or visit a location near you at:

In this episode of the Training Impact Podcast, Jeff Walter sits down with Matt Shepanek of the National Institute of Automotive Service Excellence to explore how ASE shapes technician competence, shop performance, and customer trust across the automotive service industry. The National Institute of Automotive Service Excellence has long served as the gold standard for technician evaluation, and this conversation offers a behind-the-scenes look at how ASE continues to evolve as vehicles and technologies change.

Matt explains how ASE develops its certifications, updates its assessments, and adapts to rapidly shifting vehicle technology. Today’s automotive landscape includes electric and hybrid vehicles, advanced diagnostics systems, sophisticated driver assistance technologies, and constantly updated digital platforms. This rapid evolution requires training programs that are accurate, structured, and aligned with real-world service demands. Matt details how ASE collaborates with technicians, educators, manufacturers, and service leaders to build assessments that reflect what technicians actually face in the field.

Jeff and Matt also discuss how ASE certification strengthens career development by providing a clear, credible pathway for technicians who want to advance their skills and stand out in a competitive workforce. For employers, ASE certification brings consistency to shop performance and gives managers confidence in the skill levels of their teams. For customers, ASE represents trust. A shop displaying the ASE Blue Seal signals that it invests in training and that its technicians have demonstrated their competence through nationally recognized standards.

The conversation also explores the future of technician readiness. As vehicles become more software-driven and diagnostic-heavy, technicians must blend mechanical knowledge with analytical and digital skills. Matt shares how ASE continually updates exam content to match industry needs and ensure technicians remain informed, capable, and confident. Jeff and Matt highlight how this level of rigor helps repair facilities reduce errors, improve workflow efficiency, and deliver a better customer experience.

Another important topic in the episode is education and workforce development. Matt discusses ASE’s close partnerships with training institutions, technical schools, and employer-based academies. These relationships help build stronger pipelines of skilled workers and ensure that training aligns with the expectations of modern repair environments. As the demand for qualified technicians grows, standardized assessments and consistent training frameworks play a critical role in preparing the next generation.

Whether you are an automotive technician, a shop owner, an educator, a franchise leader, or a training professional, this episode provides practical insights into how ASE standards influence performance, safety, and long-term industry health. The discussion shows why credible assessment and structured learning are foundational to technician success and why ASE remains so essential to the automotive service industry.

Learn more about ASE at https://www.ase.com

Listen to the full Training Impact Podcast episode at https://www.latitudelearning.com/insights/portfolio/28-ase/