Franchise Foundations: The Role of Site Selection and Design with Ryan Rao, Chief Development Officer at VIO Med Spa

Pouring Success: Strategies for Growth in the Food and Beverage Sector with Geoff Henry, President of the Americas at Gong cha

Geoff shares how Gong cha grew from a single tea shop in Taiwan to over 2,200 locations across 33 countries by staying obsessive about product quality, franchisee passion, and delivering a personalized guest experience at every touchpoint. He breaks down what it takes to scale a globally loved brand into the US market, how Gong cha 2.0 is redefining the in-store experience with technology and design, and why consistency from the tea farm to the handoff moment is the foundation of lasting brand loyalty. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today's episode, we talk with Geoff Henry, President of the Americas at Gong cha. With over 20 years in the beverage industry spanning Colgate-Palmolive, Coca-Cola, and Jamba Juice, Geoff brings a rare combination of global brand-building expertise and franchise operations know-how to one of the world's fastest-growing bubble tea concepts. Guest Bio: Geoff is a seasoned executive with over 20 years of experience leading many of the world’s most recognized consumer brands, including Jamba, Coca-Cola, Colgate, Dasani, Dunkin’ bottled coffee, and Gold Peak and Honest teas. Adept at scaling businesses and cultivating collaborative teams, Geoff joined Gong cha in 2023 as President of the Americas region—which includes over 400 locations in the territory, and 225 in the U.S. Under his leadership, Gong cha grew its U.S. store count by 19% YOY, was ranked #1 in the Tea category on Entrepreneur magazine’s prestigious Franchise 500® list for the third consecutive year (2024), and awarded category winner of Top Food & Beverage Franchises in the Global Franchise Awards (2023). Prior to taking the helm at Gong cha, Geoff was President of Jamba, where he successfully integrated the company into Focus Brands and led its digital transformation. During his tenure, he returned the brand to growth—driving topline sales, and increasing its development pipeline. Prior to Jamba, Geoff was a senior executive with Coca-Cola for over twelve years, where he oversaw the company’s portfolio of water, tea and coffee brands for the U.S. He transformed their tea portfolio to capture the #2 market share position, while also pioneering the company’s entrance into the ready-to-drink coffee category. Geoff received his undergraduate degree from Duke University and his MBA from Harvard Business School. He currently serves on the board of advisors for PayQuicker, a global payments platform. TIMESTAMPS: 00:59 - About Gong cha: Brand, services & history 03:14 - Geoff's career journey: Coca-Cola, Jamba Juice & the path to Gong cha 07:36 - Gong cha’s North Star 15:20 - Gong cha 2.0: New store design, kiosks, & technology 21:20 - Franchise selection & site strategy 32:37 - Macro trends: Pace of innovation, social media, & AI 38:51 - What's next for Gong cha: Path to 1,000 US locations, licensing & brand expansion SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: * Offering the best possible guest experience * Living up to brand standards * Operating with minimal downtime ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: * Connect with Geoff Henry on LinkedIn [https://www.linkedin.com/in/geoff-henry/] * Follow Gong cha on Instagram [https://www.instagram.com/gongchatea/] * Follow Gong cha on LinkedIn [https://www.linkedin.com/company/gongchagloballtd/] * Connect with Sid Shetty on Linkedin [https://www.linkedin.com/in/siddarthshetty/] * Check out the ServiceChannel Website [https://servicechannel.com/] Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com [https://pcm.adswizz.com] for information about our collection and use of personal data for advertising.

Franchise Foundations: The Role of Site Selection and Design with Ryan Rao, Chief Development Officer at VIO Med Spa

Ryan shares how the brand scaled from a single Ohio location to 65 franchises across 20 states by prioritizing franchisee selection, site psychology, and a curated in-location experience. He breaks down what it takes to maintain brand consistency at scale and how a membership model creates loyalty that holds even in tough economic conditions.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today's episode, we talk with Ryan Rao, Chief Development Officer at VIO Med Spa. With an experienced career, Ryan has helped grow VIO from its founding in 2017 into one of the country's top-ranked med spa franchise concepts, now operating in 20 states and counting. Guest Bio: Ryan Rao is a passionate franchise professional who co-founded Apex Franchise Development Group, a full-service, highly professional business development solution for brands that want to franchise their business or take their current franchise business to the next level. With his entrepreneurial spirit and passion for franchising, Ryan has consulted for multiple franchise-based businesses that grew into national and international brands with a focus on unique and differentiated business models.  Ryan has vast experience in franchise sales, real estate, start-up financing, and the intricacies of growing and developing a brand. He is always looking for new challenges and ways to innovate and improve the franchise industry. TIMESTAMPS: 01:06 - About VIO Med Spa: Brand, services & history 04:56 - Ryan's path into franchising 09:03 - Differentiating in a competitive wellness market 12:40 - Site selection & brand standards across locations 20:52 - VIO’s brand & digital refresh 26:59 - Pre- vs. post-COVID consumer mindset & AI strategy 37:12 - Advice for franchise leaders & what's next for VIO SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: * Offering the best possible guest experience * Living up to brand standards * Operating with minimal downtime ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: * Connect with Ryan on LinkedIn [https://www.linkedin.com/in/ryan-rao/] * Connect with Sid Shetty on Linkedin [https://www.linkedin.com/in/siddarthshetty/] * Check out the ServiceChannel Website [https://servicechannel.com/] Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com [https://pcm.adswizz.com] for information about our collection and use of personal data for advertising.

From Buzzwords to Business Impact: AI’s Role in Facilities Management with Rigvi Chevala, CPTO at ServiceChannel

Rigvi breaks down what truly useful AI looks like, grounded in outcomes like spend optimization, revenue protection, and predictive maintenance, not just convenience features or marketing buzz. He also makes the case that AI won't replace FM professionals, it will finally let them do the job they were always meant to do. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today's episode, we talk with Rigvi Chevala, Chief Product and Technology Officer at ServiceChannel. With over 20 years in B2B SaaS across industries ranging from local marketing to trucking to real estate, Rigvi brings a uniquely cross-industry lens to the challenges and opportunities facing facilities management today. Guest Bio: Rigvi is an experienced management executive with strong leadership skills and over 20 years of experience in software and product development and has led multiple product lines with >$200M in ARR. He manages and and executes product roadmaps and organizational strategy with experience in evolving B2B SaaS products and reusable digital platforms. TIMESTAMPS: 00:52 - About ServiceChannel 04:19 - What surprised Rigvi about facilities 08:47 - Key unsolved challenges in the industry 11:37 - Defining useful AI vs. marketing noise 15:08 - Breaking down AI types (generative, agentic, computer vision) 28:33 - Why 90% of AI initiatives fail 33:54 - Will AI replace FM roles? 39:37 - Advice for leaders evaluating AI tools SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: * Offering the best possible guest experience * Living up to brand standards * Operating with minimal downtime ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: * Connect with Rigvi on LinkedIn [https://www.linkedin.com/in/rigvinathchevala/] * Connect with Sid Shetty on Linkedin [https://www.linkedin.com/in/siddarthshetty/] * Check out the ServiceChannel Website [https://servicechannel.com/] Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com [https://pcm.adswizz.com] for information about our collection and use of personal data for advertising.

Protecting Reputation Through Proactive Service, with Michelle Nolen of Truly Nolen

Michelle describes how Truly Nolen’s “Yellow Standard” prioritizes proactivity over reactivity and innovating with purpose. She also emphasizes that great customer outcomes start with taking great care of employees.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Michelle Nolen, owner of Truly Nolen. Founded in 1938, Truly Nolen is one of the largest family-owned pest control companies in the United States.  Guest Bio: Michelle is an experienced executive in marketing, strategy and enterprise level project management. She’s a strategic consultant and innovative problem solver to Fortune 100 companies, large family owned businesses and entrepreneurs. Community focused and driven, Michelle always strives for immediate and sustained success. TIMESTAMPS: 00:44 - About Truly Nolen 04:15 - Leadership in a family business 08:14 - The Yellow Standard 12:55 - Evolving customer expectations 22:55 - The skilled trades gap 26:55 - Gauging success 32:19 - Advice for young leaders 34:28 - Where to find Michelle SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: * Offering the best possible guest experience * Living up to brand standards * Operating with minimal downtime ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: * Connect with Michelle on LinkedIn [https://www.linkedin.com/in/michellenolen/] * Connect with Sid Shetty on Linkedin [https://www.linkedin.com/in/siddarthshetty/] * Check out the ServiceChannel Website [https://servicechannel.com/] Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com [https://pcm.adswizz.com] for information about our collection and use of personal data for advertising.

How to Scale Brands without Losing their Soul, Christopher Gumprecht, VP of Marketing and Information Technology at Craveworthy Brands

Christopher shares a career spent in restaurants, not just behind a desk. He emphasizes the importance of focusing on KPIs before investing in technology, and standardizing operations while preserving your brands’ identity. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Christopher Gumprecht, VP of Marketing and Information Technology at Craveworthy Brands. Craveworthy Brands was founded in 2022 to invigorate legacy restaurant brands while nurturing and growing emerging brands.  GUEST BIO Christopher is a tech savvy restaurant leader with over 20 years of experience in food and beverage. He’s had roles in Restaurant Operations, Learning and Development, Marketing, IT, Software Development, and Sales. He spends his time giving back to his community by mentoring local students and helping entrepreneurs reach their goals. TIMESTAMPS 00:43 - About Craveworthy Brands 04:50 - Chris’ journey 10:02 - Competing for attention 13:16 - Gaining loyalty 15:52 - The promise of off-premise catering 23:23 - The challenge of tech in restaurants 36:21 - Today’s consumer expectations 42:46 - Where to find Chris 43:19 - Sid’s takeaways SPONSOR ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: * Offering the best possible guest experience * Living up to brand standards * Operating with minimal downtime ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS * Connect with Chris on LinkedIn [https://www.linkedin.com/in/christopher-gumprecht/] * Connect with Sid Shetty on Linkedin [https://www.linkedin.com/in/siddarthshetty/] * Check out the ServiceChannel Website [https://servicechannel.com/] Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com [https://pcm.adswizz.com] for information about our collection and use of personal data for advertising.