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When I first started as a delivery driver at Papa Johns, I never imagined I would one day oversee more than 250 locations (with more on the way). Starting behind the wheel gave me a unique perspective on restaurant operations. I saw firsthand the challenges our team members faced, from managing phone orders while making pizzas to juggling customer service responsibilities. This ground-level experience proved invaluable as I climbed the ranks and eventually became a franchisee.
My journey has taught me countless lessons about operational efficiency and smart growth, and I'm excited to share three of these lessons with you today.
1. Embrace innovation during crisis
During the unique challenges of 2020, I noticed our in-store staff struggling to balance multiple responsibilities and still delivering the high level of customer service I dedicated to providing. After exploring a handful of solutions, I established a centralized call center—a decision that transformed our operations. Not only did this improve our customer service, but it also led to larger ticket sizes as our dedicated call center staff could focus entirely on customer interactions.
This experience reinforced the fact that challenges bring with them the opportunity for innovation and that you have the potential to come out the other end stronger. This philosophy is one I recommend to all business owners since obstacles are endless, and so are the opportunities they bring.
2. Technology is an investment in the future
When it comes to adopting technology, I've learned that newer isn't always better. Adaptability, however, is crucial. I look for platforms that have the ability to grow and evolve with my business needs rather than legacy systems that tend to be obdurate.
By selecting technology partners looking to grow alongside my business, it gives me the opportunity to help shape the features and functionality I need. This symbiotic approach serves to increase the value of the technology I’m using and ends up benefiting other business owners as well.
I approach technology investments a little differently than many of my peers. Rather than focusing solely on immediate ROI, I see business technology as an investment in our future, similar to insurance. This mindset has helped us build a more resilient operation.
3. Prioritize efficiency—especially for management
In the QSR industry, time is precious. That applies double to managers, who consistently run out of hours in the day to check everything off their list. This truism inspired me to prioritize administrative efficiency in our processes and technology. By lessening the burden on managers, we can allow them to focus on what truly matters—our customers and team members.
Freeing up time for our managers also equips them to better respond to all those unexpected challenges that arise in the QSR space. You are putting them in the position to be proactive rather than reactive.
Always look ahead
As I continue progressing toward my goal of becoming the first Papa Johns franchisee to reach 500 locations, I'm constantly evaluating new ways to improve our operations. Automation, artificial intelligence, and other emerging technologies present exciting opportunities for our industry.
To those looking to succeed in the QSR space, I offer one final piece of advice: remain open-minded. Success in today's market requires more than just great food—it demands a willingness to embrace change and continuously improve. That guiding principle has served me well throughout my journey.
