Pickleman’s Ken Rice on Building a Strong Franchise Culture

In this episode of The QSR Experience Show, Ken Rice, COO of Pickleman's Franchising, shares his insights into effective growth strategies, including replicable systems and thorough market research for expansion. Ken emphasizes the importance of building a strong culture through effective communication between franchisees and franchisors, for example “Pickle Time,” which is a monthly hour-long session for franchisees to meet with the franchisors and other corporate leaders to discuss their concerns. 

He also discusses how Pickleman's leverages AI and technology to enhance guest experiences while maintaining the human touch, as well as looking at customer trends such as wanting healthy options to better meet their needs.

Topics discussed:

• The importance of fostering a strong culture through effective communication between franchisees and franchisors.
• Using AI and other technologies to enhance guest experiences without losing the human touch.
• Developing replicable systems and conducting thorough market research for successful expansion into new markets.
• Conducting monthly calls between corporate and franchisees to discuss marketing, operations, and development.
• Revamping training programs to better equip multi-unit district managers and their teams for efficient operations.
• The importance of recognizing the difference between a customer and a guest to improve service quality.
• The rise in demand for healthy and sustainable food options in the QSR industry.
• Utilizing AI for responding to guest feedback and considering AI for phone answering systems.
• The need for developing and training leaders to manage multiple locations effectively.
• The importance of scouting competitors and understanding market dynamics for choosing new locations.