Eddy Goldberg

Customers—everybody wants them! They pay the bills. But with a limited number of customers in any given market, competition is fierce—especially with reports that average check sizes declined in the first half of 2024, despite traffic remaining fairly steady. Inflationary pressures on both food brands (cost of supplies) and consumers (rising prices) have resulted in a double-whammy for sales and profits. And with stories of $20 Big Macs in the air, watch for food brands to continue promoting more-affordable options. Last week, for example, Subway announced $3 flatbread wraps. Everyone knows that the cost of acquiring new customers is significantly higher than keeping the ones you have. Here’s what three successful multi-unit restaurant operators are doing to love the ones they’re with—and, more importantly, keep them coming back.

“Making it on your own doesn’t mean making it by yourself” is one of the guiding mantras of franchising: You are an independent business owner and

So, what’s ahead for the franchised restaurant business? We asked five multi-unit restaurant operators for their thoughts. They covered a lot of ground: the upcoming presidential election, consolidation, private equity, automation and AI, finding good staff, closing low-performing units, customized and personalized customer experiences, and more.

“Your money or your life?” That was the challenge to British highway travelers in the 1600s and 1700s from highwaymen intent on relieving said travelers of their valuables (or lives). For multi-unit restaurant franchisees in the 21st century, this is not an either/or question, but one of balance; the two are inextricably interconnected. While running multiple restaurants is not exactly a life-and-death situation, if your business fails, your house is on the line, and you’re the sole provider in your household, it certainly can feel that way.

'Who ya gonna call?' Restaurant MUOs tell who they look up to and learn from.

Restaurant MUOs tell us who they look up to and learn from, part 2

"All Politics Is Local," goes the old saying. So are 99.99% of restaurant sales. (We made that number up, but you get it!) According to a FranNet article, local marketing "is essential to the success of franchise businesses" for several reasons: targeting local audiences, building community connections, competing with local businesses, enhancing customer experience, maximizing foot traffic and sales, optimizing operational efficiency, and adapting to ever-changing market dynamics. The article also lists 5 effective local marketing strategies. Check here to see if you've missed anything! We've also asked 5 successful multi-unit restaurant franchisees what they're doing to connect with their local communities--and why.

“Ch-ch-ch-ch-changes…” Forgetting about AI for a moment (if you can), this issue looks at how multi-unit restaurant franchisees adapted during Covid—and what lasting ch-ch-changes they see for the restaurant industry. For an “AI-scraped” view from across the Internet about which changes have become permanent, click here.

Managing through a crisis means being ready well in advance. As the saying goes, “Hope for the best, prepare for the worst.” Yet, no matter how well prepared you and your franchisor thought you were, a crisis is a wild card. You never know when it’s coming. Or from where. Or how bad it will be. Or for how long. Just last week, McDonald’s was blindsided by… onions tainted by E. coli on its Quarter Pounders. One person died. At least 49 were reported sickened. Lawsuits are being filed. Yum Brands announced that its Taco Bell, Pizza Hut, and KFC stores have stopped adding fresh onions at certain locations “out of an abundance of caution.”

How 5 multi-unit restaurant franchisees ensure continuous learning and stay current with best industry practices