What really makes a franchise thrive, the systems or the people behind them? In this episode of Scaling the Gap, Madeleine MacRae chats with Matt Kunz, COO of Fastest Labs, about what it truly takes to grow a business without losing your humanity. From his early days running Sylvan Learning Centers with his wife to leading powerhouse brands like Five Star Painting and Mr. Rooter Plumbing, Matt’s journey is packed with lessons on resilience, leadership, and staying humble through success. They dig into how the right structure creates freedom, why technology should enhance, not replace, the human touch, and how the best leaders focus on their franchisees’ bottom line just as much as their own. Matt also shares some of the toughest moments in his career, including legal battles, communication missteps, and the surprising “collateral beauty” that came from it all. It’s an honest, inspiring look at growth, grit, and the heart of franchising. Whether you lead a team or dream of building one, this episode will leave you thinking differently about success. Key Takeaways Why the best structures create freedom, not restriction.How to balance unit growth, diversification, and same-store sales for sustainable franchise scaling.The power of empathy and communication in franchise leadership.Lessons from the “collateral beauty” of franchising where growth happens through people.Why saying no to good ideas can be the ultimate path to greatness.How bringing your team along on the journey transforms outcomes and loyalty.Why defining success is less about milestones and more about legacy, humility, and continuous evolution. In This Episode [00:00] Introduction to Matt Kunz[05:09] Evolution of structure and technology in franchising[06:50] Remote work and communication tools[08:44] Diversity among franchisees[10:14] Transformational growth in business ownership[15:52] Unexpected joys and hurdles in franchising[21:23] The importance of communication and mentorship[23:49] Learning from mistakes: the logo redesign story[27:28] The value of bringing people along the journey[29:32] Reflecting on growth and adaptability[30:36] Defining success and legacy[37:08] How to connect with Matt and Fastest Labs[38:27] Closing remarks and podcast outro Notable Quotes [04:48] "Structure isn't a straitjacket. Structure gives you freedom. The best type of structure is going to unleash your capacity." — Matt[06:18] "A few years back, you saw technology coming on, trying to replace the human. Now people are realizing the technology has to enhance the human, not replace the human." — Matt[07:51] "In franchising, people are friendly and welcoming and supportive, and even if you might be offering a competitive service or even if you might be a competing brand, there is still just a sense of, I'm going to call it almost family." — Matt[19:59] "This is a very humbling industry. Like if you come in cocky, you will leave humbled in this industry." — Matt[35:12] "I don't think we're going to be defined by what we say yes to. I think we're going to be more defined by what we say no to." — Matt Our Guest Matt is the Chief Operating Officer of Fastest Labs, a rapidly growing drug testing franchise headquartered in San Antonio, Texas. With a background in mechanical engineering and over two decades in franchising, Matt has led operations and brand growth at multiple national franchises, including Sylvan Learning Center, Five Star Painting, and Mr. Rooter Plumbing. He is passionate about scalable systems, people-first leadership, and creating lasting impact through mentoring and strategic growth. Resources and Links Matt Kunz Website: fastestlabs.comFranchise Info: fastestlabsfranchise.comEmail: matt@fastestlabs.comLinkedIn: Matt on LinkedIn Madeleine MacRae Website - https://mmmacrae.com/making-changes-training-motivating/LinkedIn - https://www.linkedin.com/in/macraemadeleineInstagram - https://www.instagram.com/madeleine.macrae/Book – The Tenacious Pursuit of Peace: Where to Go When Success Isn’t Enough
