The Training Effect

LearningZen

The Training Effect explores how learning systems drive growth and efficiency in franchise and multi-unit businesses. Hosted by Douglas Mark of LearningZen, each episode features real stories and expert insights on how structured training boosts performance, reduces inefficiencies, and scales success. Whether you're a franchisor, business leader, or operator, you'll discover how learning can be your greatest ROI driver.

  1. -2 дн.

    The Chick-fil-A Customer Service Secret Most Franchises Miss with Cayden Hunsaker

    How does Chick-fil-A consistently deliver industry-leading customer experiences while scaling thousands of franchise locations? The secret isn't just operational speed—it’s a relentless commitment to values-driven training, frontline culture, and clear operational purpose. In this episode of The Training Effect, host Doug Mark talks with Cayden Hunsaker, software engineer, entrepreneur, and former Senior Director of Training and Leadership Development at Chick-fil-A. Starting as a 15-year-old team member and rising through the ranks to lead location-wide training and leadership pipelines, Cayden offers an insider look at how Chick-fil-A instills empathy, intentional habits, and operational excellence from day one. Cayden breaks down the famous "Core 4" customer service principles, the emotional impact of training videos like Every Life Has a Story, why teaching "the why" drives true behavior change, and how Chick-fil-A trains team members to "go the extra mile" (from table touch-ins with mints and pepper grinders to second-mile service in the drive-thru). In this episode, you'll learn: The Core 4 & Elevated Language: Why screening for natural warmth and calling customers "guests" while replacing "you're welcome" with "my pleasure" transforms brand perception. Teaching "The Why": How explaining the purpose behind tiny habits (like using ice scoops instead of foam cups) prevents costly mistakes and builds true ownership. Frontline Skill Pathways: How breaking down roles into bite-sized micro-training positions (bagger, runner, pusher, expediter) creates clear career growth and reduces turnover. Digitizing Franchise Training: Lessons on transitioning from paper training cards to automated digital workflows (Trello, Zapier, LMS) without losing human connection or milestone celebrations. Culture Trickles Down: Why frontline customer experience hinges entirely on whether executive directors and franchise operators model empathy and check in on their teams first. Whether you're a franchisor, operations leader, or learning & development professional trying to scale operational consistency and build raving fans, this conversation is packed with frameworks you can put to use immediately. Learn more about building high-impact franchise training programs at LearningZen.com, or connect with Cayden Hunsaker on LinkedIn.

    The Chick-fil-A Customer Service Secret Most Franchises Miss with Cayden Hunsaker

  2. 6 авг.

    Scaling a 50-Year Legacy Brand: Franchise Onboarding & QSR Operations with Alex Rosner

    How do you turn a 50-year family-owned bagel empire into a rapidly expanding national franchise without losing quality or culture? In this episode of The Training Effect, host Doug Mark speaks with Alex Rosner, COO and Training Supervisor at Bagel Boss. Starting from the ground level—cleaning dining rooms and working counter shifts—Alex rose through the ranks to lead franchisee onboarding, store design, contractor build-outs, and hands-on operational training across Bagel Boss's 21+ locations in New York, Florida, California, and North Carolina. Alex pulls back the curtain on how Bagel Boss balances 50 years of bagel-baking craft with modern franchising systems. He shares how standardizing store design, introducing dedicated cashiers, and creating an "expo station" drastically cut order errors and boosted customer retention. Plus, he dives into the harsh operational realities of expanding into tough markets like California and why franchisors must over-communicate to ensure long-term franchisee success. In this episode, you'll learn: From Counter to C-Suite: How growing up in a multi-generational family business shapes hands-on franchise leadership. The End-to-End Onboarding Framework: How Alex guides franchisees from signing the FDD to site selection, architect design, and grand opening. Operational Excellence & Checks-and-Balances: Why implementing POS systems, ticket initials, and an "expo station" eliminated order mistakes during peak hours. Solving Market Disparities: Navigating labor, construction costs, and high minimum wages when scaling from New York to California. Protecting Brand Consistency: How shipping authentic Long Island dough keeps the core product consistent across state lines. Culture & Customer Service: Why being "the Chick-fil-A of bagels" and treating franchisees like family drives organic growth. Whether you're a franchisor, COO, franchise operations leader, or multi-unit franchisee looking to refine your training and onboarding playbook, this conversation is packed with frameworks you can put to use immediately. Connect & Learn More: Explore Bagel Boss franchise opportunities: bagelfranchise.com / bagelboss.com Connect with Alex Rosner on Instagram (@ACRosner) or LinkedIn. Subscribe to The Training Effect for more operational and franchise training insights!

    Scaling a 50-Year Legacy Brand: Franchise Onboarding & QSR Operations with Alex Rosner

  3. 23 июл.

    Operationalizing Training & Scaling Culture with Taylor Lamont

    Culture does not scale by accident — it scales through intentional systems, leadership behavior, and a shared language across your entire organization. In this episode of The Training Effect, host Doug Mark sits down with Taylor Lamont, Chief Operating Officer and Managing Partner at Image Studios — recognized as one of America's fastest-growing companies and an Inc. Magazine Best Workplace, with 200+ salon suite locations in development across 29 states. Taylor, named the #1 Top Franchise Influencer, shares how Image Studios treats training as foundational infrastructure rather than a one-time event. Taylor breaks down how to build "rolling education models" that engage franchisees and independent beauty professionals ("Image Pros") from the exact day they sign, how to sequence onboarding to eliminate overwhelm, why occupancy is a lagging indicator of franchisee engagement, and why the first 18 months of franchise ownership require active leadership to unlock long-term predictable success. In this episode, you'll learn: Training as Infrastructure: Why training must be integrated across all 5 stages of franchise growth (Real Estate, Pre-Opening, Lease-Up, Ongoing Ops, and Multi-Unit Scaling). The Rolling Education Model: How Taylor applied lessons from 14 years at Steiner Leisure to eliminate waiting for "training semesters" and capitalize on peak emotional momentum. Sequencing & Tiered Onboarding: How to deliver exact playbooks when franchisees need them—moving from 360 Training to weekly Business Coaching. Passive vs. Predictable Franchising: Why the salon suite model requires active involvement during the first 18 months to build semi-absentee predictability. Leading vs. Lagging Metrics: Why occupancy is a lagging indicator and how tracking engagement and execution cadence prevents operational breakdown. Scaling Culture: How Image Studios earned Inc.'s Best Workplace award by establishing shared language and systems that sustain culture when no one is watching. Call to Action & Links: Learn more about Image Studios franchise opportunities at imagestudiosfranchise.com Connect with Taylor Lamont on LinkedIn

    Operationalizing Training & Scaling Culture with Taylor Lamont

  4. 16 июл.

    Franchise Field Coaching 101 w. Stephanie Benze

    Franchise field coaching is one of the most misunderstood roles in the industry and one of the most underinvested-in. In this episode of The Training Effect, host Doug Mark talks with Stephanie Benze, Director of Education at AC Inc., certified franchise executive, and certified field coach, about what it actually takes to build a franchise field coaching program that changes behavior instead of just checking a box. Stephanie breaks down why franchise field coaching works through influence and trust rather than compliance and authority, how AC Inc.'s 5-month Accelerator Program certifies field coaches, and how she used training and field support to drive 200% growth for a franchise brand in just three years. In this episode, you'll learn: The real difference between managing franchisees and coaching them How to measure whether field coaching is actually working (leading vs. lagging indicators) The two systems every franchise brand needs before scaling: a functional CRM and shared financial reporting Why "the system is the problem, not the people" when adoption fails Stephanie's favorite leadership analogy for balancing structure and flexibility: be the bamboo, not the oak tree Whether you're a franchisor, a field coach, or an operations leader trying to scale franchise support the right way, this conversation is packed with frameworks you can put to use immediately. Learn more about AC Inc.'s franchise field coaching programs and free weekly roundtables at fieldcoachexperts.com, or connect with Stephanie on LinkedIn.

    Franchise Field Coaching 101 w. Stephanie Benze

  5. 28 мая

    The Systems Behind High-Performing Franchise Operations w/Dave Leveque

    In this episode of The Training Effect, Doug Mark sits down with Dave Levesque to explore what it really takes to build high-performing franchise operations and leadership cultures that scale. Dave shares his journey from becoming an 18-year-old franchise owner to leading operations for major franchise brands across North America. Together, they discuss franchise growth, coaching and accountability, EOS, peer-to-peer learning, operational discipline, and why great leadership is something you do with people — not to people. Whether you’re a franchisor, franchisee, operations leader, or entrepreneur, this episode is packed with practical insights on building systems, developing people, and creating businesses that thrive.

  6. 12 февр.

    The Road to Franchise Mastery w. Jeremy Morgan

    Most franchise training programs fail because they treat onboarding as a one-time event instead of an ongoing development system. Jeremy Morgan, Group President of Horsepower Brands, has spent nearly two decades proving there is a better way. In this episode, Jeremy reveals how he has launched several hundred franchisees into home services by building training systems that balance urgency with empathy, teaching with coaching, and structure with flexibility. He breaks down the three phases of effective onboarding, explains why confidence must be earned rather than given, and shares how he measures success beyond just metrics to include cultural buy-in and franchisee loyalty. From understanding different learning modalities to using AI tools for virtual ride-alongs, Jeremy demonstrates what it takes to set franchise owners up for sustainable long-term success. If you are building or scaling a franchise system, this conversation offers a blueprint for creating training infrastructure that serves franchisees for life, not just through launch. Timestamps: 00:00 - The hardest lesson about multi-unit ownership 00:30 - Welcome and introduction to Jeremy Morgan 01:35 - The biggest mistakes new franchise owners make in the first 90 days 04:50 - Why urgency matters in the setup phase 06:05 - Delivering training through different modalities 07:30 - Balancing the what, how, and why of franchise training 09:10 - Why understanding the why changes everything 10:20 - Role modeling training methods for franchisees 12:10 - Teaching versus coaching in the field 13:05 - What an effective onboarding program actually looks like 14:40 - The flipped classroom approach to franchise training 16:35 - Why ongoing training matters as much as onboarding 19:05 - Thinking strategically about franchisee development 21:05 - Building confidence in first-time business owners 23:00 - Training requires ongoing coaching to succeed 25:00 - Creating training systems across multiple brands 28:00 - The warning about brand stacking too soon 29:15 - Why caring about franchisees matters more than P&L 31:15 - How to measure when training is actually working 33:00 - The linchpin of franchise culture starts at onboarding 35:10 - Preventing operational breakdowns before they happen 37:10 - Using personality profiles to understand franchisees 39:40 - A franchisee who learned to speak sales like learning English 43:10 - The franchise brand that feels like home Follow Doug Mark: LinkedIn: https://www.linkedin.com/in/dougmark/ Website: https://www.thetrainingeffect.com Connect with Jeremy Morgan: LinkedIn: https://www.linkedin.com/in/jeremynmorgan/ Website: https://www.horsepowerbrands.com

    The Road to Franchise Mastery w. Jeremy Morgan

  7. 29 янв.

    Communicating Your Why w. MK Piacentini-Kao

    What does it take to build teams that don't just perform but truly excel in a franchise environment? MK Piacentini-Kao, Studio and Field Training Manager at Heyday, shares how she bridges the gap between corporate standards and frontline execution across 36 locations nationwide. From spending 16-20 hours a week on the front desk to implementing "Thriving Studios" workshops, MK reveals why the best training happens when managers lead from the front, not from the office. Learn how to use KPIs as storytelling tools, why explaining the "why" is critical for younger generations, and how to have difficult conversations early before they become performance issues. Plus, MK shares insights from her role on a school board managing a district of 12,000 students and how it shapes her approach to team development. Timestamps: 0:00 Introduction and MK's role at Heyday 1:50 Traveling across 36 locations: coaching franchisees and managers 4:20 The relationship between operations and training 6:30 Why explaining the "why" matters for younger generations 8:05 Common operational breakdowns in franchise environments 9:15 The 33.3% communication split: franchisor, franchisee, shop manager 10:30 The myth of passive franchise ownership 12:10 The importance of active listening in franchise success 14:00 Training teams to deliver consistent high-touch service experiences 15:30 How Heyday provides 100+ hours of additional education 17:20 The relay race: front of house and back of house working together 20:10 Recruiting and training high-performing teams: finding the "why" 23:45 Using KPIs strategically without creating fear 25:50 Why membership conversion is the most important metric 27:15 Onboarding approach: first week, first month, first 90 days 29:30 Handling underperformance and difficult conversations 32:05 Maintaining brand standards without micromanaging 33:45 Building trust and accountability as a field trainer 36:30 School board experience and its impact on operations 40:05 Case study: turning around a struggling franchise location 42:10 Rapid fire questions begin 42:25 What franchise operators should stop doing immediately 44:40 Favorite training tools and resources 45:40 Why men should get facials 48:30 Favorite cheesesteak in Philly 54:00 How to connect with MK and learn more about Heyday Follow Doug and MK: LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/ Website: https://www.learningzen.com/ Connect with MK:  LinkedIn: https://www.linkedin.com/in/mkpiacentinikao/ Website: https://heydayskincare.com/

    Communicating Your Why w. MK Piacentini-Kao

  8. 1 янв.

    Unleashing Franchise Growth w. Kristin Del Sontro

    What separates thriving franchise systems from struggling ones? It starts with understanding that franchisees are not buying a playbook. They are buying into a network, a support system, and a business coach who shows up in their backyard. In this episode, Kristin Del Sontro, Director of Operations at Retro Fitness, shares how 20 years of retail leadership prepared her to revolutionize franchise operations. From becoming a certified personal trainer to prove credibility, to fixing underperforming locations by focusing on the people piece and operational routines, Kristin reveals why teaching beats telling, why trust matters more than directives, and how protecting low coach-to-franchisee ratios creates genuine partnerships. She breaks down the suite of services that sets Retro apart, explains why your front desk staff shapes member experience more than equipment ever will, and shares the mindset shift required when moving from corporate mandates to franchise suggestions. If you are scaling a franchise system or leading distributed teams, this conversation offers a masterclass in building infrastructure that supports without suffocating, trains without overwhelming, and wins by treating every interaction as relationship-building first. Timestamps: 00:00 - The power of peer networks in franchise systems 00:30 - Welcome and introduction to Kristin Del Sontro 02:00 - From retail management to franchise operations 04:10 - Becoming certified to build credibility 06:00 - Blending fitness knowledge with operational expertise 08:15 - The scary leap franchisees take 09:30 - Buying into a network, not just tools 11:10 - Being generous with time and paying it forward 11:40 - Transitioning from corporate retail to franchise 13:40 - What surprised her most about franchise operations 16:00 - Why mental health matters in fitness 16:45 - Creating consistency without crushing autonomy 19:00 - The suite of services that supports franchisees 21:00 - Protecting coach span for authentic support 24:00 - The role of the franchise business coach 27:50 - Meeting franchisees where they want to play 29:30 - Story time: Turning around underperforming locations 34:10 - The critical role of training in distributed networks 36:00 - Treating first jobs as formative experiences 38:00 - Building a people-first culture that retains talent 41:00 - The importance of the front desk role 41:35 - Advice for franchise leaders 42:05 - Founding New Jersey Sip Saver Social 44:25 - Where to connect with Kristin Follow Doug Mark: LinkedIn: https://www.linkedin.com/in/dougmark/ Website: https://www.thetrainingeffect.com Connect with Kristin Del Sontro: LinkedIn: https://www.linkedin.com/in/kristin-delsontro/ Retro Fitness Franchising: https://www.retrofitness.com/franchising New Jersey Sip Saver Social: @njsipsaversocial on Instagram

    Unleashing Franchise Growth w. Kristin Del Sontro
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The Training Effect explores how learning systems drive growth and efficiency in franchise and multi-unit businesses. Hosted by Douglas Mark of LearningZen, each episode features real stories and expert insights on how structured training boosts performance, reduces inefficiencies, and scales success. Whether you're a franchisor, business leader, or operator, you'll discover how learning can be your greatest ROI driver.

Информация

  • Автор
    LearningZen
  • Годы выхода
    2025 - 2026
  • Выпуски
    16
  • Ограничения
    С ненормативной лексикой
  • Авторские права
    © LearningZen
  • Сайт подкаста
    The Training Effect