What if the secret to scaling your business wasn’t just about great food or strong margins but about creating real relationships—with your team, your customers, and your community? Andrew Kim has flipped the script on what it means to run a franchise operation. As CEO of Waba Grill, Andrew went from legal advisor to visionary leader, crafting a brand where franchisees aren’t just partners—they’re family. In today’s episode, we explore how Andrew is bringing humanity back to franchising, the unconventional strategies that turned struggling locations into top performers, and what independent restaurant operators can steal from the franchise playbook to thrive in today’s market. If you’re ready to rethink how you support your team and grow your business, this conversation is a must. For more on Waba Grill’s bold flavors and innovative franchise model, visit https://www.wabagrill.com.

Takeaways

• Andrew's bicultural background provided an advantage in law.
• Waba Grill's founders had a vision for franchise growth.
• Transitioning from consultant to chief legal officer was a significant decision.
• Building strong franchisee relationships is crucial for success.
• The pandemic required a focus on franchisee support and resilience.
• Leadership transition can come from unexpected backgrounds.
• Investing in team support leads to better outcomes.
• Menu innovation is driven by customer resonance and team collaboration.
• Value is defined by customer experience, not just price.
• Anticipating customer needs enhances overall satisfaction.

Chapters

00:00 The Journey to Law and Business Consulting
05:56 Navigating Franchise Relationships and Challenges
12:13 Leadership Transition: From Chief Legal Officer to CEO
17:55 Menu Innovation and Customer Experience
24:09 Defining Value in a Post-Pandemic World
29:57 Anticipating Customer Needs and Enhancing Experience
35:54 Key Takeaways for Business Success
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