Franchise Update Magazine Issue III, 2013 | Page 17

the key elements of my education included the following: 1) Understanding the customer. The quick serve customer has different wants and needs than a fine dining customer. The one thing they do have in common? They are always right. The best advice I ever received was, “If you win an argument with a customer, you still lose.” 2) Delivering quality food fast. At Fresh To Order we deliver dishes with the taste profiles and quality of fine dining to our customer’s table within 10 minutes for about $10. My experience as a franchisee taught me how to marry cost, efficiency, and quality to the benefit of the guest. 3) Supporting franchisees. Papa John’s created a powerfully effective infrastructure that supports the development, operations, marketing, and financing of its franchised units. Being a franchisee and having that exposure for so many years has enabled me to see the business from both sides and to understand clearly that franchisees are partners in our business. We need them to succeed and vice versa—that way, we all thrive. 4) Managing growth. Many franchise concepts have failed because of excessively rapid growth. At Fresh To Order, we set growth projections and open new markets at a rate that is appropriate for our brand. Growing at the just right rate will allow our franchisees to succeed. I had learned from others, joined the franchising world, and formed a holding company. Now it was time to go to work. Next time I will share the nuts and bolts of how we have made Fresh To Order work. n Pierre Panos, a South African native of Greek decent, has founded three restaurant concepts in his nearly 30-year career in the industry, including a fast food mobile vending concept in South Africa at the age of 24, and Stoney River Legendary Steaks. Today he owns Brookwood Grill and is one of the largest Papa John’s franchisees in the U.S. He founded Fresh To Order in 2006, positioned to grow to 50 corporate and franchised locations by 2015. He lives in Atlanta with his wife and three children. Top Lead-Generation Sources for Achieving Growth in 2013 Franchise Update’s 2013 Annual Franchise Development Report is the only franchise sales and lead generation benchmark report available in franchising. Order nOw contact Sharon wilkinson: [phone] ext. 202, [email protected] Right Market. Greater Results. Presented by: Franchiseupdate I s s u e I I I , 2013  15