Franchise Everything

Ep165 How AI is transforming hospitality franchising ft. Joe Rossi, Town and Country Pizza and Pasta

Joe Rossi is the managing director of Town and Country Pizza and Pasta, a 36 year old Victorian founded franchise brand with 14 high volume locations across Victoria and Western Australia.
 
A finalist at the FCA Awards for franchise innovation, Joe leads a business that blends traditional hospitality values with a genuinely tech forward approach to operations, training and customer experience.
 
In this episode of the Franchise Everything Podcast, recorded at the FCA Franchise Forum on the Gold Coast, Joe breaks down how Town and Country Pizza and Pasta is using AI not to replace hospitality but to strengthen it.
 
TIMESTAMPS
 
0:00 Welcome and guest introduction Joe Rossi managing director of Town and Country Pizza and Pasta
0:43 Town and Country Pizza and Pasta: a 36 year old brand with 14 locations across Victoria and Western Australia
1:23 The national growth strategy and what it means to be a traditional brand with a tech forward mindset
2:04 How technology evolved in the business before and through COVID and why the fundamentals of hospitality must not be lost
3:37 Why Town and Country focuses on high volume per location over simply chasing store count
4:24 How AI is being used for site selection training franchisees ordering forecasting and customer data analysis
5:38 How AI is reducing friction in the ordering process and improving the customer experience
6:09 How AI is being used in back of house to break down kitchen timeframes and improve efficiency
6:38 The AI powered hardware training product that delivers staff training with minimal human intervention
8:00 Why Town and Country has not changed its position on third party food delivery aggregators
9:16 Why growing deliberately and focusing on consistency is more important than rapid expansion
10:07 Why AI is being used to feed timeless hospitality values rather than replace them
10:46 Why human interaction will become more valuable not less in an AI driven world
11:18 Wrap up
 
Franchise Recruitment Marketing - Appear on our Podcasts HERE 
 
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Ep164 How Trades Businesses Avoid Cashflow Traps Through Disciplined Accounts, with Nathan Hornby

Nathan Hornby has spent 15 years in franchising and is now head of franchising at Plumbing Bros, one of Australia's fastest growing trades franchises. And they do something most people don't expect. They don't recruit plumbers. They recruit white collar franchise partners. People who can read a balance sheet, lead a team and actively grow a business in their community.
 
In this episode of the Franchise Everything Podcast, recorded at the Franchise Industry Awards Forum Day in Brisbane, Nathan breaks down the weekly reporting system implemented by CEO and co-founder James from day one, the three word framework of prioritisation, organisation and delegation, and why a record revenue month can still leave you cash flow negative.
 
If you run a trades business, manage a franchise network or just want to understand what disciplined cash flow management actually looks like in practice, this one is for you.
 
0:00 Welcome and guest introduction Nathan Hornby
0:27 What Plumbing Bros does and why it looks for white collar franchise partners
1:00 Why significant top line revenue does not always mean healthy cash flow
2:00 Working with franchise partners weekly to understand when money is actually coming in
2:44 How different payment terms across multiple daily jobs creates cash flow complexity
3:41 Training franchise partners in cash flow from entry level and ongoing weekly reporting
4:48 Weekly cash flow meetings and when Plumbing Bros insists on them
5:31 How to handle bad payers without damaging valuable client relationships
6:10 Weekly cash flow forecasting: non-negotiables, income expected and supplier bills
7:15 How invoicing delays can blow out payment terms from 30 to 90 days
8:09 The three words that drive the Plumbing Bros approach: prioritisation, organisation and delegation
9:06 Building an offshore admin and bookkeeping team to support franchise partners
10:24 The biggest cash flow challenge: is it sales volume or management of existing work?
11:07 Why a diverse payment portfolio is the real solution to cash flow stability
11:39 How Plumbing Bros differentiates itself through proactive cash flow management
12:17 Wrap up
 
Franchise Recruitment Marketing - Appear on our Podcasts HERE 
 
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Ep163 From Hairdresser to Stellarossa Founder | Darren Schultz’s Coffee Franchise Journey

In this episode of the Franchise Everything Podcast, host Glen speaks with Darren Schultz, co-founder of Stellarossa, at Stellarossa Coffee Headquarters in Brisbane.
 
Darren shares his journey from leaving school in Bundaberg and unexpectedly starting a hairdressing apprenticeship, to working in hospitality overseas, running his own salon, and eventually discovering the coffee industry through Brisbane’s Park Road cafe scene. 
 
His early career shaped his customer service skills, resilience, and ability to connect with people, which later became essential in building franchise businesses.
 
The episode also explores how Darren launched Expresso Mobile Coffee, one of Australia’s early mobile coffee van franchise concepts, before going on to co-found Stellarossa in 2009. Darren explains the lessons learned from franchising, the importance of proving a business model before expanding, and how Stellarossa has grown into a recognised cafe franchise brand with around 25 locations, drive-through concepts, and international expansion plans including India and Sri Lanka. 
 
0:00 - Welcome and guest introduction
0:56 - Why understanding the leaders behind franchise brands matters
2:40 - Trying a pre-vocational course and discovering what was out there
5:11 - The interview with the ex-Stefan salon team and the telephone role play
8:01 - Finding his groove and earning $51 a week as an apprentice
9:00 - Working in a men's fashion store and being rescued back into hairdressing
10:28 - Working in a bar cafe in Covent Garden and falling into hospitality
11:55 - Teaching water skiing and getting a job by chance in Greece
14:51 - Heading back to London a second time and landing a management role
17:48 - Coming home to Australia and a stint back in Bundaberg
19:42 - Reconnecting with Sam Canino and moving to Brisbane for hairdressing
22:08 - What hairdressing taught him about understanding franchise buyers today
23:06 - Running his own salon for 12 to 13 years and doing very well
27:27 - Park Road Milton as the epicentre of Brisbane coffee in the late 90s
30:43 - Pitching the concept to a head chef and launching Expresso Mobile Coffee
31:40 - Why mobile coffee had never been done in Australia before
34:32 - The challenge of getting coffee right in all climates from a mobile van
37:31 - Meeting lawyer Derek Sutherland and making the franchise agreements
39:26 - Buying out his business partner in 2007 and running Expresso with his wife
40:25 - Jonathan Payne coming on board as Expresso business partner
42:16 - The deal Darren made with Jonathan before taking him on as a partner
44:41 - Phil DiBella stepping back from the cafe concept due to wholesale client pressure
45:40 - Finding the name Stellarossa in an architectural magazine at the dentist
46:38 - Phil Cronin coming on as co-founder and how a 45 year friendship became a business
49:00 - Where Stellarossa is today with 25 stores and international expansion
51:26 - Drive-through Stellarossa stores and what is next for the brand
52:18 - Wrapping up and why knowing the leaders behind franchise brands matters
 
Franchise Recruitment Marketing - Appear on our Podcasts HERE
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Ep162 The Science Behind the Perfect Shot | Coffee Roasting, Training & Extraction with Stellarossa

In this episode of the Franchise Everything Podcast, we go inside the coffee roasting room with Cam from Stellarossa and Steve from Bancroft Roasters to explore the science behind the perfect coffee shot
 
The conversation covers how roasting, green bean sourcing, barista training and espresso extraction all work together to create consistent coffee quality across the Stellarossa franchise network. Cam also breaks down the key variables behind a great espresso, including dose, grind size, water quality, machine temperature and brew ratio.
 
Steve shares how Bancroft Roasters manages roast profiles, seasonal coffee sourcing and flavour consistency, while explaining why vertical integration matters for franchise coffee businesses. This episode is ideal for coffee lovers, cafe owners, franchise operators and aspiring baristas who want to understand what really goes into a great cup of coffee.
 
0:00 - Welcome and guest introductions
0:40 - Understanding the relationship between Stellarossa and Bancroft Roasters 
1:41 - The perfect shot of coffee starts with a recipe and a system
3:17 - Steve's role as the roaster in creating the perfect shot
4:13 - Collaborating on a crowd pleasing flavor profile for Stellarossa
5:29 - Daily flavor profile testing and pre-shipment green bean sampling
6:51 - The collaborative cupping process between Steve and Cam 
7:17 - How the Stellarossa and Bancroft Roasters relationship improved consistency 
8:41 - The importance of passion and self directed learning beyond the workday
9:36 - The yin and yang dynamic between Steve and Cam 
10:35 - The risk of quality drift when using a third party roaster 
11:34 - How Stellarossa maintains full oversight of coffee quality and cost 
12:26 - Live extraction demonstration with Cam 
14:33 - Understanding yield and brew ratio in espresso 
15:49 - The degassing process and finding the peak flavor zone after roasting 
16:46 - The 48 hour degassing window before packaging and distribution
17:46 - Why locking down the dose is the golden rule in coffee  
19:19 - The full quality assurance chain from farmer to consumer 
20:43 - Managing the doubling of green bean prices with long term farmer relationships 
21:40 - Why vertical integration helps control cost and quality simultaneously
22:01 - Wrap up and final thanks 
Franchise Recruitment Marketing - Appear on our Podcasts HERE
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Ep161 From Employees to Franchise Owners: The Six Year Journey to Pack and Send Caboolture

In this episode of the Franchise Everything Podcast, host Glenn Walford sits down with Vikas and Neetika Sharma, proud owners of Pack & Send Caboolture in Brisbane. 
 
Just six months into their franchise journey, this husband and wife team share a story that is equal parts honest, inspiring and practical. From careers in freight forwarding and banking across India, New Zealand, Sydney, Melbourne and Brisbane, to a six year research journey before finally signing on the dotted line, Vikas and Neetika prove that the best business decisions are the ones made with patience, preparation and purpose.
 
With 80 five star Google reviews already under their belt and multi-store ownership firmly in their sights, this is a franchise owner story that will resonate with anyone thinking about making the leap.
 
0:00 - Welcome & guest introduction: Vikas & Neetika Sharma
1:47 - The training experience: Head office to store days
3:57 - Background in India, New Zealand and the move to Australia
4:34 - Freight forwarding careers and settling across Australia
7:24 - Niteeka's leap from banking into Freight Forwarding
10:10 - From Sydney to Melbourne to Brisbane: Following 0pportunity
12:28 - Why a franchise model made sense for their family
13:55 - How they found Pack & Send on SEEK Business
15:20 - A six year journey from first inquiry to opening day
17:39 - The moment they said: We are doing this
18:08 - Why Caboolture Was the Perfect Location
19:04 - Why Brisbane always felt like home
19:30 - Growing the business: Cold calls, knock on doors, show up
21:24 - How Vikas and Neetika split their roles as a husband and wife team
23:13 - The five year vision: Multi-store ownership on the horizon
24:35 - Six months in: Doing things they never thought they could
25:33 - Work life balance: The real reward of business ownership
26:02 - Wrap up and thanks
 
Franchise Recruitment Marketing - Appear on our Podcasts HERE
 
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Ep160 From Corporate Executive to Multi-Territory Plumbing Franchise Leader

Paul O’Neill, Director and multi-territory franchise owner with Plumbing Bros, shares his journey from a corporate telco career into the trades sector, building a rapidly expanding plumbing franchise operation across multiple Australian territories.
 
From scaling teams quickly to strengthening operational systems, Paul highlights how leadership, culture, and strong processes have supported growth while maintaining service standards.
 
He also discusses the realities of managing multiple regions, recruitment challenges in the trades sector, and why transparency and team alignment are critical when leading a business without coming from a technical background.
 
Paul wraps up with insights on future expansion, operational optimisation, and the evolving opportunities within service-based franchise industries.
 
0:00 Introduction
0:16 What Plumbing Bros does and Paul’s role
1:40 Moving from the UK to Australia and corporate telco background
4:08 Discovering Plumbing Bros through relationships
7:16 Brand representation, authenticity, and opportunities
09:01 First impressions of Plumbing Bros growth vision
10:28 Franchise partnership model with real estate integration
13:10 Acquiring multiple territories and rapid expansion
13:28 Operational efficiency and leadership focus today
15:46 Leading trades teams without a plumbing background
19:01 Market differences between Perth and Melbourne
20:38 Recruiting talent and trade industry challenges
22:42 Future outlook for trades and AI disruption
24:27 Growth plans, optimisation, and next phase strategy
26:05 Wrap up
 
Franchise Recruitment Marketing - Appear on our Podcasts HERE
 
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Ep159 The Journey from Foster Care to Franchise Leader | Joel Kleber

Joel Kleber, Chief Marketing Officer of Jim’s Group, shares his journey from law student and paralegal to one of the key voices behind one of Australia’s most recognised franchise brands. 
 
With more than a decade inside the organisation, Joel offers a rare behind-the-scenes look at how the business has grown and evolved through content, transparency, and strong franchise support.
 
Jim’s Group is widely known for its home services network, covering hundreds of service categories across multiple divisions. The discussion explores how the brand continues to expand, the systems behind franchise recruitment, and the role content marketing has played in building trust and attracting new franchise partners.
 
Joel also reflects on leadership, resilience, and personal experiences that shaped his mindset, including his advocacy for mental health awareness within franchising. His perspective highlights how culture, mentorship, and openness can influence both business success and individual growth.
 
0:00 Introduction
0:53 Joel’s early career journey from law and commerce student to joining Jim’s as a paralegal
3:16 Explanation of the “560 service codes” system and how it expands what franchisees can offer
4:41 Why the old division model changed due to cost barriers and slow growth
7:07 Jim’s “radical transparency” philosophy, putting the full reality online to filter the right candidates in
8:31 The Ask Jim live Q&A concept and its direct impact on franchise enquiries
10:27 Hiring videographers and building a consistent publishing engine
13:34 How the content strategy evolved
15:03 Why many franchisors still hesitate to invest heavily in content creation
17:17 How Joel gets shy franchise partners on camera: switching formats
19:45 Joel’s upbringing including foster care and family mental health challenge
22:55 Relocating to Victoria and the stabilising influence of extended family
30:20 Mentorship from Jim and how trust enabled career growth
34:41 Challenges accessing mental health care during crises
37:50 Mental health initiatives within Jim’s including accessible counselling support
42:27 Wrap up
 
Franchise Recruitment Marketing - Appear on our Podcasts HERE
 
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Ep158 The 5 Key Things Behind Poolwerx Franchise Success | COO Steve Halls

Steve Halls, COO of Poolwerx, shares practical insights on what has helped build one of Australia’s most recognisable pool service franchise brands. From strong market positioning and steady long-term growth to the importance of structured support systems, he breaks down the operational foundations that keep franchise partners sustainable and competitive.
 
There’s also a closer look at how marketing, peer-to-peer collaboration, and community-driven customer acquisition contribute to ongoing expansion.
 
The conversation highlights how balancing national brand strength with local engagement continues to shape growth across the network while supporting franchise owners at different stages of their business journey.
 
0:00 Introduction
0:42 Key Thing #1: Market leader & brand recognition
3:39 Key Thing #2: Consistent growth & resilience through economic cycles
7:35 Key Thing #3: Structured franchise support & ongoing business development
9:15 Key Thing #4: Supporting multi-territory franchise owners as their business scales
13:01 Key Thing #4: A scalable “marketing machine on tap”
15:42 Wrap up
 
Franchise Recruitment Marketing - Appear on our Podcasts HERE
 
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Ep157 From Tech Executive to Multi-Territory Plumbing Business | Mitch Gross

Mitch Gross didn’t come from a plumbing background. He came from Silicon Valley, startups, and senior roles at eBay and still ended up building a multi-territory plumbing business in Sydney with Plumbing Bros.
 
e walks through the real transition from corporate life into business ownership, why he chose a franchise model, and what it actually took to survive starting a business during COVID. 
 
He also shares how winning a major government contract helped accelerate growth, what happens when you rely too heavily on one big client, and why diversification across customer segments became critical to the next phase of the business.
 
You’ll also hear about leadership, delegation, building the right team, and what changes when you move from “doing everything yourself” to running a growing operation across multiple territories.
 
0:00  Introduction
0:49 What Plumbing Bros does
1:29 Mitch’s background before Plumbing
6:10 The decision to leave corporate and buy a business
8:22 Discovering Plumbing Bros as a Franchise Opportunity
10:40 Running a plumbing business without having a plumbing background
12:32 Starting the business during COVID and survival mode 
13:31 Post-COVID growth and expanding into new territories
16:08 The risk of relying on one big client
17:30 Diversifying into new segments (strata, real estate, commercial)
19:06 What Mitch actually does day-to-day as an owner 
22:01 Maximising contract value vs chasing new customers
23:03 The next 2–3 year plan and growth strategy
25:23 Wrap up
 
Franchise Recruitment Marketing - Appear on our Podcasts HERE
 
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Ep156 Three Proven Ways to Build Your Customer Database with John Dwyer

John Dwyer is the founder of the Institute of Wow and one of Australia’s most well-known marketing strategists, helping businesses build customer databases and generate consistent sales through smart, practical marketing systems.
 
In this episode of the Franchise Everything Podcast, JD breaks down three sure ways to build a customer database including irresistible offers, Facebook contest strategies that generate red-hot leads, and how to build a community or “club” that turns audiences into long-term customers.
 
They also discuss why most businesses fail to collect customer data, why databases are more valuable than ads, and how simple systems like contests, clubs, and follow-ups can turn a business from constantly chasing customers into one that builds long-term demand.
 
0:00 Introduction
1:06 Method #1: Irresistible offers in exchange for data
01:20 Method #2: Facebook contest strategy for red-hot leads
02:18 991 leads in one week from $210 ad spend
3:31 Why most businesses are afraid to try bold marketing ideas
05:02 How landing pages and pre-qualification improve lead quality
5:23 Method #3: Building a community or “club” model
7:45 How the club monetisation and email strategy works
9:32 Why owning your database matters more than social media 
10:45 Why most business owners don’t implement these strategies
14:28 Real-world example: The restaurant with 92,000 customers on file
15:51 Why your database is your most valuable business asset
16:23 Wrap up
 
Franchise Recruitment Marketing - Appear on our Podcasts HERE
 
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