Beyond the Brand: What it Really Takes to Build a People-First Franchise Operation

Everyone’s path to franchise ownership is different, but one economic truth remains constant: real success goes beyond revenue streams. I opened my first Taco John’s location with my brother and father in 2004, and we built our family portfolio from the ground up. We quickly learned that franchising was more than just buying a business from a company, and that being a successful franchisee goes beyond flipping stores.

Franchising is about ingraining yourself in the business, building teams, and providing an exceptional experience for your community. Below are three lessons that I learned in scaling a people-first franchise operation.

Scaling without shortcuts

Many entrepreneurs jump into franchising with the mindset that they can quickly open their doors, receive their ROI, and scale an empire. However, the reality is that expanding your portfolio from one store to multiple requires immense precision and a deep understanding of the business in which you have invested. Growth does not follow a one-size-fits-all model, and each new opening brings new challenges that require franchisees to adapt, evaluate, and refine their approach.  

The key to unlocking a solid growth strategy is ensuring you have a solid foundation with clear procedures, a streamlined operations system, and a team that is dedicated to the success of that particular restaurant and the brand as a whole. For us, our early momentum was strong, prompting us to take a strategic pause to ensure we were growing with intention, not speed alone. Intentional scaling and pausing for reflection can create the stability needed to sustain long-term momentum, as well as reveal that one of the biggest assets in scaling a brand is your people.

Turning employees into partners

Never forget that your business would not function if it weren’t for the team members who show up in your store every single day. As you scale, one of the biggest mistakes a business owner can make is losing sight of those who are the boots-on-the-ground operations. Taking the time to work alongside frontline employees can deepen your understanding of the work that they do and what truly goes into the day-to-day operations of your storefront. This humility also aids in building trust, empathy, and open communication, invaluable traits necessary for growth.

Long-term success stems from building teams who feel valued and are invested in your mission. When people understand that their work contributes to the success of the brand, they are more motivated to show up and give 100 percent to their role. If you continue to provide tools and resources to empower your team to grow, your entire organization benefits.

The hard truth about culture

One of the most significant challenges many franchisees face is building a strong internal culture. Being part of a franchise system requires investing in a brand with an established reputation. As a small business owner, you are tasked not only with upholding that legacy but with shaping and building your own. Through leading by example and building trust, loyalty, and camaraderie with your team members, your culture will naturally grow. Rallying your team members requires transparency, humility, and showing up every single day.

Authentic culture is created through everyday leadership. Showing up consistently, communicating transparently, and continuing evolution to set high standards for your brand are what lay the foundation for long-term growth and success. Leading by example is crucial and sets the precedent for your legacy.

At its core, franchising is a people-first business. Shortcuts are not an option in sustainable growth, and if you are a strong leader who is willing to put in the work to support your team, the outcome will be even greater than you expected when you first signed your franchise agreement.

Aaron Holthaus is a multi-unit franchisee with Taco John’s.