Eddy Goldberg

Service brand deals keep growing as spring arrives

We asked multi-unit restaurant franchisees about a decision they regret-- and what they learned from it

With rising restaurant wages and a shortage of employees willing to work at many of the jobs restaurants require, franchisees are increasingly turning to technology in an attempt to reduce labor costs and provide quality customer service. Examples include self-ordering kiosks, online ordering, digital menu boards, centralized data management and analytics via advanced POS systems and back-office business management tools, brand consistency and compliance systems, efficient training and communication using online learning management systems, marketing automation and personalization, inventory management, and operational support. The list goes on. And now AI seems to be infusing and integrating with all of the above and more. Technology: Can’t kill it, can’t live without it.

FRANCHISEE BYTES Chocolate chip ice cream with chocolate sauce, a load of whipped cream and even more candy sprinkles with a cherry on top.

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