Episode 637: Closing the Decision Loop: How Lola Beans Wins on People

Wil talks with Donny Bradley, founder and CEO of Lola Beans, a drive-through “fun beverage” coffee brand based in Chattanooga that’s now franchising. Donny traces his hospitality instincts to moving often as an Air Force kid and appreciating people who made him feel welcome, plus big family gatherings rooted in New Orleans/Biloxi culture. A six-month stint in Soldotna, Alaska during his medical-device sales career sparked the business idea: a small coffee shack where barista Jenna built genuine relationships, not transactional service. Donny returned home, scraped a house on a C-minus property, opened the first Lola Beans in September 2020, then a second location in 2022 with two drive-through lanes and fast, face-to-face iPad ordering. He candidly describes early operational lessons (41% food cost, too many SKUs) and how mentors helped streamline supply chain and economics. Inspired by Nick Saban and Truett Cathy, Donny emphasizes culture, coaching, and hiring for hospitality as the real scalability engine. Lola Beans officially began franchising in February, landed a major Texas development deal (starting with Dallas-Fort Worth), and aims to stay an operator-led, people-first brand that creates “good energy” for guests and meaningful growth for team members.10 takeaways Hospitality is universal. Donny’s earliest lessons came from classmates welcoming him at new schools, proof that hospitality is about making people feel safe and seen, not a specific industry. The spark moment matters. True Blue in Soldotna, AK showed how one authentic barista-customer connection can inspire an entire business model. Drive-through doesn’t have to be robotic. Lola Beans uses dual lanes and iPad ordering face-to-face to keep speed high and humanity higher. Speed is a tool, not the goal. Their “14 cars in line, out in 7 minutes” target exists to buy time for relationshipswith regulars. Early operators learn by doing (and fixing). Donny opened in 2020 thinking he’d drop a shack on a lot; zoning, codes, and real build costs rewired the plan quickly. Food cost discipline can be learned fast with the right help. Cutting SKUs from 196 to 126 and consolidating vendors dropped costs from 41% to ~28%. Two-product customers extend dayparts. Coffee ritual + afternoon energy/teas/“Lola Colas” keeps sales strong beyond morning rush. Culture scales what founders can’t. Donny frames culture → behavior → results; the goal is guest experience even when he’s not there. Franchise growth should be “best first, biggest later.” Truett Cathy’s philosophy guides selective franchising and saying no to misaligned partners. People are the real competitive moat. Like Chick-fil-A and Publix, Lola Beans wants employees so well-trained and cared for that customers stop shopping around.