The Training Effect

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.

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 ownership00:30 - Welcome and introduction to Jeremy Morgan01:35 - The biggest mistakes new franchise owners make in the first 90 days04:50 - Why urgency matters in the setup phase06:05 - Delivering training through different modalities07:30 - Balancing the what, how, and why of franchise training09:10 - Why understanding the why changes everything10:20 - Role modeling training methods for franchisees12:10 - Teaching versus coaching in the field13:05 - What an effective onboarding program actually looks like14:40 - The flipped classroom approach to franchise training16:35 - Why ongoing training matters as much as onboarding19:05 - Thinking strategically about franchisee development21:05 - Building confidence in first-time business owners23:00 - Training requires ongoing coaching to succeed25:00 - Creating training systems across multiple brands28:00 - The warning about brand stacking too soon29:15 - Why caring about franchisees matters more than P&L31:15 - How to measure when training is actually working33:00 - The linchpin of franchise culture starts at onboarding35:10 - Preventing operational breakdowns before they happen37:10 - Using personality profiles to understand franchisees39:40 - A franchisee who learned to speak sales like learning English43:10 - The franchise brand that feels like homeFollow Doug Mark:LinkedIn: https://www.linkedin.com/in/dougmark/Website: https://www.thetrainingeffect.comConnect with Jeremy Morgan:LinkedIn: https://www.linkedin.com/in/jeremynmorgan/Website: https://www.horsepowerbrands.com

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 Heyday1:50 Traveling across 36 locations: coaching franchisees and managers4:20 The relationship between operations and training6:30 Why explaining the "why" matters for younger generations8:05 Common operational breakdowns in franchise environments9:15 The 33.3% communication split: franchisor, franchisee, shop manager10:30 The myth of passive franchise ownership12:10 The importance of active listening in franchise success14:00 Training teams to deliver consistent high-touch service experiences15:30 How Heyday provides 100+ hours of additional education17:20 The relay race: front of house and back of house working together20:10 Recruiting and training high-performing teams: finding the "why"23:45 Using KPIs strategically without creating fear25:50 Why membership conversion is the most important metric27:15 Onboarding approach: first week, first month, first 90 days29:30 Handling underperformance and difficult conversations32:05 Maintaining brand standards without micromanaging33:45 Building trust and accountability as a field trainer36:30 School board experience and its impact on operations40:05 Case study: turning around a struggling franchise location42:10 Rapid fire questions begin42:25 What franchise operators should stop doing immediately44:40 Favorite training tools and resources45:40 Why men should get facials48:30 Favorite cheesesteak in Philly54:00 How to connect with MK and learn more about HeydayFollow 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/

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 systems00:30 - Welcome and introduction to Kristin Del Sontro02:00 - From retail management to franchise operations04:10 - Becoming certified to build credibility06:00 - Blending fitness knowledge with operational expertise08:15 - The scary leap franchisees take09:30 - Buying into a network, not just tools11:10 - Being generous with time and paying it forward11:40 - Transitioning from corporate retail to franchise13:40 - What surprised her most about franchise operations16:00 - Why mental health matters in fitness16:45 - Creating consistency without crushing autonomy19:00 - The suite of services that supports franchisees21:00 - Protecting coach span for authentic support24:00 - The role of the franchise business coach27:50 - Meeting franchisees where they want to play29:30 - Story time: Turning around underperforming locations34:10 - The critical role of training in distributed networks36:00 - Treating first jobs as formative experiences38:00 - Building a people-first culture that retains talent41:00 - The importance of the front desk role41:35 - Advice for franchise leaders42:05 - Founding New Jersey Sip Saver Social44:25 - Where to connect with KristinFollow Doug Mark:LinkedIn: https://www.linkedin.com/in/dougmark/Website: https://www.thetrainingeffect.comConnect with Kristin Del Sontro:LinkedIn: https://www.linkedin.com/in/kristin-delsontro/Retro Fitness Franchising: https://www.retrofitness.com/franchisingNew Jersey Sip Saver Social: @njsipsaversocial on Instagram

In this episode of The Training Effect, host Doug Mark sits down with Katin Keirstead, Vice President of Operations at The Junk Luggers and Certified Franchise Executive, to explore what it takes to build training systems that can scale from hundreds to thousands of locations while maintaining quality and driving real business outcomes.Katin shares her journey from education and adult learning into the franchise world, where she helped scale Planet Fitness from approximately 600 to over 2,500 locations globally. During her nearly decade-long tenure, she established and transformed operational training programs that impacted over 30,000 team members, navigated the post-COVID landscape, and helped recapture 97% of the membership base.Throughout the conversation, Katin reveals the practical realities of implementing learning management systems, the critical difference between compliance training and behavior-changing training, and why the answers to your training challenges are always in the field, not in your office. She discusses the importance of understanding adult learners, the mistakes franchisors commonly make when developing training programs, and how to align learning KPIs with strategic business objectives.From mobile app adoption strategies that drove engagement from 63% to 89% to creating emotional connections through training materials, Katin provides actionable insights for franchise training professionals at any stage of growth. She also shares her philosophy on communication, leading distributed teams, and why unit level profitability should be the metric every franchise system tracks.Whether you are just starting to build your training infrastructure or looking to take your existing programs to the next level, this episode offers a masterclass in franchise training and development from someone who has done it at scale.Timestamps:00:00 - Introduction and welcome02:05 - Katin's journey from education to franchise operations02:50 - What is a Certified Franchise Executive and why pursue it04:35 - Scaling Planet Fitness from 600 to 2,500 locations06:45 - The state of training when Katin joined Planet Fitness in 201408:10 - Going back to basics: focusing on customer experience10:20 - The role of the learning management system in enabling scale13:20 - Common mistakes with technology implementation and change management14:50 - Aligning learning KPIs with strategic business objectives18:30 - Creating meaningful metrics beyond vanity numbers20:45 - Training initiatives that directly impacted business results21:20 - The mobile app adoption story: from 63% to 89%27:00 - Compliance training versus behavior-changing training30:05 - Designing learning for different audiences in franchising34:20 - Deciding which training modalities to use38:15 - Biggest mistakes franchisors make when developing training41:45 - Knowing what format will be most effective43:00 - Leading distributed teams and driving change46:30 - Ensuring every team member's voice is valued at scale49:25 - Quick questions: one piece of advice, common beliefs, key metrics51:00 - What excites Katin about The Junk Luggers52:10 - Regional food dish of New Hampshire53:25 - Closing and how to connect with KatinConnect with Doug: LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/Website: learningzen.comConnect with Katin: LinkedIn: https://www.linkedin.com/in/katinkeirstead/Website: https://katinkeirstead.kit.com/684fccda83

In this episode of The Training Effect, host Douglas Mark is joined by Chris Allen, founder of Vennspring and former visionary behind LearningZen, for a deep dive into why even great business systems break, and what can be done to fix them.From multi-layered government contracts to million-user training platforms, Chris brings real-world experience on how to move from complexity to clarity. Together, Doug and Chris explore how organizations can bridge the gap between vision and execution through smarter systems, stronger training, and operational alignment.What You’ll Learn in This Episode:Why most system breakdowns aren’t tech issues—they’re people issuesHow clarity gets lost as businesses scaleWhy consensus can kill progressThe power of failure-forward culturesHow LMS tools can drive both performance and trustHow to turn training into a tool for both execution and franchisee evaluationReal examples of systems driving measurable revenue impactThis episode is a masterclass in making your systems, and your people, work smarter together.00:00 – Introduction: Why systems fail and where clarity breaks down  03:10 – Chris’s journey from LearningZen to global consulting  06:20 – Consensus vs. clarity: The hidden risk in scaling  09:15 – How training bridges the gap between vision and execution  13:40 – Common founder mistakes when building systems  16:30 – Using LMS tools for culture, training, and franchise development  20:45 – Real-world examples of systems that drove measurable performance  24:00 – Why silos form—and how to reconnect marketing and IT  28:00 – Chris’s “ask dumb questions” method for real clarity  31:15 – Final thoughts and how to connect with Chris AllenFollow Doug and Chris:Connect with Doug: LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/Website: https://www.learningzen.com/Connect with Chris: LinkedIn: https://www.linkedin.com/in/topherallen/Website: https://vennspring.com/

In this episode of The Training Effect, host Douglas Mark sits down with Nick Pope, Chief AI Officer at Stay In Your Lane and Train In Your Lane, to cut through the AI noise and provide practical guidance for franchise owners. From a background in corporate sales to becoming an AI leader, Nick shares the unique lessons he's learned about making artificial intelligence accessible and actionable for franchise brands.They dive into the nuts and bolts of AI implementation, from Nick's 4-step framework to specific tools that franchise owners can start using today. Nick also opens up about his journey from Concord, New Hampshire to AI expertise, the power of finding internal AI champions, and how franchise brands can leverage AI to scale faster without overwhelming their operations or breaking the bank.If you're looking to understand AI's practical applications in franchising, implement efficiency gains, or simply understand what it takes to get started with AI in your franchise operation—this episode is a must listen.Topics Covered:Why AI education comes before tool implementationNick's 4-step AI framework for franchise brandsHow to find and empower AI "power users" in your organizationPractical AI tools that won't break the bankThe future of AI in franchise operations over the next 5 yearsWhy AI won't replace jobs, but people who use AI might replace people who don'tHow AI note-taking and transcription can transform business insightsTimestamps:00:00 Introduction to AI for Franchise Owners01:30 Meet Nick Pope: From New Hampshire to AI Leadership03:00 The Christmas 2022 AI Discovery05:00 When AI Became "This Changes Everything"09:00 The EAT Model: Education, Application, Transformation10:00 What Franchise Brands Should Actually Care About13:00 Where Overwhelmed Franchise Owners Should Start15:00 Nick's 4-Step AI Implementation Framework24:00 Easy AI Tools Franchise Brands Can Implement Today26:00 How AI Helps Franchise Brands Scale Faster28:00 Addressing AI Fears and Misconceptions33:00 The Future of AI in Franchising (5-Year Outlook)36:00 AI Trends Franchisors Need on Their Radar38:00 The Next Generation Growing Up with AI41:00 Concord, New Hampshire Recommendations42:00 Conclusion and Final ThoughtsFollow Douglas and Nick:Connect with Douglas: LinkedIn: https://www.linkedin.com/in/doug-mark-649866a / Website: https://www.learningzen.com/Connect with Nick: LinkedIn: https://www.linkedin.com/in/nickwpope/ Website: https://traininyourlane.com/

In this episode of The Training Effect, host Douglas Mark sits down with Carrie Pratt, Franchise Liaison at Corporate Cleaning Group, to unpack how structured training systems empower franchises to scale without sacrificing quality. From a background in social work to leading operations at a national commercial cleaning brand, Carrie shares the unique lessons she's learned along the way.They dive into the nuts and bolts of franchise operations, from onboarding and ongoing training to tech platforms that streamline inspections, compliance, and team communications. Carrie also opens up about the culture of partnership that fuels Corporate Cleaning Group’s growth, the power of authentic leadership, and how her team uses tools like LearningZen and Lighthouse to elevate training and customer experience at scale.If you’re looking to build stronger systems, improve franchise performance, or simply understand what it takes to run a consistent, scalable franchise operation—this episode is a must listen.Topics Covered:Why structured onboarding is just the beginningUsing LMS platforms to create brand-consistent trainingHow data and compliance audits drive operational improvementsThe role of communication, leadership, and culture in franchise successWhat most franchisors get wrong about training (and how to fix it)Timestamps:00:00 Introduction to Franchise Success00:47 Meet Carrie Pratt: From Social Work to Franchise Operations05:44 The Importance of Standardized Training11:28 Implementing Effective Training Systems17:50 Adapting to Change and Overcoming Challenges24:27 Essential Tools for Field Operations26:40 Maintaining Quality Across Multiple Locations27:11 Compliance Audits and Operational Support29:08 Scheduled Audits and Inspections32:46 Onboarding New Franchisees35:03 Using Data to Drive Improvement42:21 The Importance of Communication and Delegation45:52 Conclusion and Final ThoughtsFollow Douglas and Carrie:Connect with Douglas: LinkedIn: https://www.linkedin.com/in/doug-mark-649866a /Website: https://www.learningzen.com/ Connect with Carrie: LinkedIn: https://www.linkedin.com/in/carriereaume/  Website: https://corporatecleaninggroupfranchise.com/

In this powerhouse episode of The Training Effect, host Douglas Mark sits down with Red Boswell, President of IFPG, to explore what’s really driving success in today’s franchise landscape, and what’s holding some brands back.From fourth-grade pencil hustler to leading one of the most influential networks in franchising, Red brings energy, wisdom, and a whole lot of insight into how brands grow, scale, and sustain performance. Together, Doug and Red cover the real drivers of franchise momentum, the role of training in long-term success, and what top-performing franchisors are doing differently.What You’ll Learn in This Episode:Why authentic relationships, not just ads, drive franchise growthThe common blind spots in emerging franchise operationsHow great training systems create scalable, supportable brandsWhy franchisees must be gritty (and how to tell if they are)The role of suppliers, consultants, and community in brand expansionHow IFPG is changing how franchisors connect, grow, and scaleThis episode is a front-row seat to franchising’s biggest truths, from someone who’s lived every angle of it.00:00 – Introduction: Meet Red Boswell and the heart of IFPG  01:40 – What does the “lucky number 7” hat mean?  03:10 – Red’s entrepreneurial journey: From NFL pencils to Amway to franchising  06:00 – Founding a pooper scooper franchise and scaling to 148 territories  08:20 – How Red transitioned to franchise leadership and joined IFPG  10:00 – Family, passion, and building a life through franchising  12:20 – The shift in the franchise landscape and what top brands are doing right  14:00 – Why training systems are the foundation of scalable growth  15:50 – The importance of relationships, authenticity, and intentional branding  18:30 – Operational challenges for emerging franchisors  20:15 – What most brands get wrong about training and support  22:30 – Empowering franchisees to train their teams effectively  24:00 – Why great franchisees need grit (and what that really means)  26:20 – How franchise consultants influence training and supplier relationships  28:30 – IFPG’s new Supplier Hub and Group Purchasing Organization (GPO)  30:15 – What every franchise system should implement today  31:00 – Red’s favorite leadership books and resources  32:00 – What kind of franchise would Red launch today? (Hint: jet skis + off-road fun)  34:15 – How to connect with Red and learn more about IFPG  35:10 – Outro: Subscribe, share, and stay connected to The Training EffectFollow Doug and Red:Connect with Doug: LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/Website: https://www.learningzen.com/Connect with Red: LinkedIn: https://www.linkedin.com/in/redboswell/Website: https://www.ifpg.org/

In this episode of The Training Effect, host Douglas Mark sits down with Corey Criss, Director of Franchise Training at The Dog Stop, to unpack how one of the fastest-growing pet care brands in the country is using structured training to scale without sacrificing quality.From a chance encounter in a retail shop to leading training for a 38-location brand, Corey shares how he transformed his background in education into a powerful approach to franchise growth. Together, Doug and Corey explore how trust, consistency, and learning systems build not just better operations, but stronger people.What You’ll Learn in This Episode:Why a "Train the Trainer" model is critical for franchise growthHow The Dog Stop empowers part-time employees and reduces attritionThe tools and tech stack powering scalable training at 30+ locationsWhy knowing your learning style matters as much as your SOPsThe shift from dog care to client education and next-gen franchise learningTimestamps00:00 – Intro: Meet Corey Criss, Director of Franchise Training at The Dog Stop  01:00 – From College Professor to Franchise Training Leader  03:00 – The Origin Story: A Bag of Dog Food That Changed a Career  05:00 – Why The Dog Stop Is in the “Trust Industry”  06:30 – Creating Consistent Experiences Across All Locations  08:00 – The “Train the Trainer” Model That Powers Scale  09:40 – Balancing Standardization and Flexibility in Franchise Operations  11:10 – Partnering with Outside Experts and Fear Free Certification  13:00 – Hybrid Learning: Online, In-Person, and Post-Training Support  14:45 – The Challenge of Turnover and How Training Reduces Attrition  16:30 – Plug-and-Play Training Modules for Franchisees and GMs  18:00 – Shifting Mindsets: From Personal Success to Shared Success  19:30 – Why Franchisee Success Is Brand Success  21:00 – Tools & Technologies: LMS, SevenTaps, Intranet, and monday.com  23:00 – Measuring Impact: Retention, Engagement, and Culture  24:30 – Building for Different Learning Styles and Preferences  26:00 – Advice for Franchisors: Lifelong Learning and Hiring Educators  28:00 – Collaborative Culture: Feedback, Trust, and Training Evolution  30:00 – Final Thoughts: What’s Next for Training at The Dog Stop  31:30 – Learn More About The Dog Stop and Corey CrissFollow Doug and Corey:Connect with Doug: LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/Website: https://www.learningzen.com/Connect with Corey: Website: https://thedogstop.com/

Douglas Mark sits down with Faizun Kamal, CEO of Strategic Franchise Growth Advisors, bestselling author, and one of franchising’s most respected voices.From corporate burnout to transforming the franchise journey for hundreds of clients, Faizun shares how true franchise success goes beyond units sold or revenue, it starts with intention, trust, and exceptional support. Together, they unpack the difference between growing fast and growing well, why many brands get training wrong, and how to build systems that empower, not just control, franchisees.What You’ll Learn in This Episode:Why franchising is one of the most human business models in the worldWhat real franchisee support looks like (and why “good” isn’t enough)The common myths new franchisees and franchisors believe, and how they backfireHow to build systems that drive trust, not just complianceThe role of leadership, brand clarity, and culture in sustainable scaleHow private equity is impacting the industry, for better or worseWhy training should evolve as your brand grows00:00 – Meet Faizun Kamal and her path into franchising  03:20 – The truth about who can afford to franchise  06:10 – Common myths about franchise ownership  10:00 – Why support must be exceptional, not just good  14:30 – How to validate a franchise with intention and trust  19:00 – What healthy, sustainable franchise growth looks like  24:30 – The danger of growing too fast without infrastructure  29:00 – Private equity’s impact on franchising  34:00 – Why training must evolve with the brand  40:00 – Empowering franchisees through clarity and systems  45:00 – Final reflections: leadership, love, and legacyFollow Doug and Faizun:Connect with Doug: LinkedIn: https://www.linkedin.com/in/doug-mark-649866a/Website: https://www.learningzen.com/Connect with Faizun: LinkedIn: https://www.linkedin.com/in/faizunkamal/Website: https://thefranchisepros.net/

Welcome to The Training Effect. The podcast where learning drives operational excellence. Hosted by Douglas Mark, President of Learning Zen, this show takes you inside conversations with top franchisors, multi-unit operators, and industry leaders who’ve mastered the art of scaling through training. Hear real stories, proven strategies, and exclusive insights you won’t find anywhere else. Join a community of growth-minded business leaders, follow The Training Effect wherever you get your podcasts.