The Franchise Scale Up Show with Guy Coffey
Sep 30, 2026 · 38 min · 13 segments
Selling more franchises can look like progress. But can your franchisees operate the model successfully, and are customers coming back? In this episode of The Franchise Scale-Up Show, Pete Ricciardi…
Yeah, I mean, I would say this, that transaction is represented in numbers, not experiences.
If you talk to a quant or someone that's just an analyst, they'd be like, everything's in the number.
One of the comments I make is that if you treat your customer like a number, your employee like a number, your vendor like a number, ultimately, your numbers are not going to go up.
I mean, at some point the person goes, I can go someplace where they actually treat me differently.
I had a conversation today on a board meeting about different design direction for one of the brands and things like that.
And you know just looking at the numbers like oh we make the footprint smaller we lower our rent we take this out take that out and you know when we were summarizing i'm like you have to remember environment matters like the space when you walk in before you hit the front desk it it matters like there's there's people that design these things so that when a human walks in there they understand where they're supposed to go they understand that they're comfortable here and They understand that they're not really allowed there yet.
And it was a conversation all about the numbers that were possible, just totally not addressing the fact that environment matters.
And people come back to places specifically for certain services, for the environment and how it makes them feel.
Like you won't notice it all the time, but subconsciously, like these design firms, they understand, they're like, We were building an Anytime Fitness and there was a new design and I'm like, we had to put this soffit in.
And it was really complicated because we had an octagonal, if that's a word, shaped building.
And I'm like, why do we have to put this in? And, and the designer is like, because otherwise, as soon as they walk in your gym, they feel like they're on the gym floor and they're not going to have a conversation with you because a lot of your people aren't even comfortable being in a gym, you know? So like these things that like most of us don't think of, but they're, they're really important elements.
If instead of 120 seats, what if we just built 50 seats? You know how much money we could save because we have such a smaller building? We go on a smaller footprint.
Yeah, I mean, I would say this, that transaction is represented in numbers, not experiences.
If you talk to a quant or someone that's just an analyst, they'd be like, everything's in the number.
One of the comments I make is that if you treat your customer like a number, your employee like a number, your vendor like a number, ultimately, your numbers are not going to go up.
I mean, at some point the person goes, I can go someplace where they actually treat me differently.
I had a conversation today on a board meeting about different design direction for one of the brands and things like that.
And you know just looking at the numbers like oh we make the footprint smaller we lower our rent we take this out take that out and you know when we were summarizing i'm like you have to remember environment matters like the space when you walk in before you hit the front desk it it matters like there's there's people that design these things so that when a human walks in there they understand where they're supposed to go they understand that they're comfortable here and They understand that they're not really allowed there yet.
And it was a conversation all about the numbers that were possible, just totally not addressing the fact that environment matters.
And people come back to places specifically for certain services, for the environment and how it makes them feel.
Like you won't notice it all the time, but subconsciously, like these design firms, they understand, they're like, We were building an Anytime Fitness and there was a new design and I'm like, we had to put this soffit in.
And it was really complicated because we had an octagonal, if that's a word, shaped building.
And I'm like, why do we have to put this in? And, and the designer is like, because otherwise, as soon as they walk in your gym, they feel like they're on the gym floor and they're not going to have a conversation with you because a lot of your people aren't even comfortable being in a gym, you know? So like these things that like most of us don't think of, but they're, they're really important elements.
If instead of 120 seats, what if we just built 50 seats? You know how much money we could save because we have such a smaller building? We go on a smaller footprint.
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