Global Franchise 10.3

to ensure consistent quality at every location. Before opening a new school, we follow a rigorous checklist covering site selection, acoustic standards, hiring, instructor training, and venue partnerships.The aim is to have everything in place before the first lesson begins, so each school looks, feels, and functions exactly as School of Rock should. Once a school is operating, consistency comes fromdiscipline. Across our network, we track a focused set of performance indicators, including attendance, instructor retention, show cadence, and parent satisfaction.Weekly operating rhythms keep teams aligned, while shared systems and playbooks allowus to exchange lessons across markets. Quality isn’t something you inspect once – it has to be reinforced constantly. Choosing the right partners is equally critical. Expansion is not a solo act. Strong local operators who understand their communitiesmake the difference between a great launch and one that simplymeets expectations. My role as amaster franchisee is to act as a bridge, ensuring the global model is deliveredwith local relevance. Eachmarket strengthens the next. Finally, growthmust have a purpose beyond numbers. I’ve seen shy nine-year-olds step onto a stage unsure of themselves and walk off standing taller.Thosemoments are whywe expand. International growth isn’t about being everywhere. It’s about being excellent wherever you grow and creating lasting impact in the communities you serve. David Bloom , Chief Development & Growth Officer, shares how Capriotti’s and Wing Zone are balancing rapid growth with sustainability that actually works for operators, customers, and communities. As business owners, we’re facedwith an ever-increasing list of challenges. Supply chain disruption, labor issues, technology changes, capital investment, operating expenses, inflation, energy efficiency and consumption, government regulations, environmental concerns, recycling opportunities, and rapidly shifting consumer trends all sit on our desks at the same time. So, whenwe think about sustainability as a business, wemust think about it in the context of all of these factors, not as a standalone initiative. At Capriotti’s andWing Zone, sustainability, growth, and profitability are deeply connected. As both brands continue to experience rapid domestic and international expansion, the most important thing we can do is remain true to our vision, mission, and values. Those principles guide howwe approach every challenge and every opportunity.We work closely with our suppliers, vendors, franchise partners, and teammembers to ensure alignment and to stay on the forward edge of solving problems while taking advantage of what lies ahead. Today’s consumer has more choices than ever before and is more informed and educated about those choices.While sustainability and environmental concerns have been on consumers’ minds for several years, they’re also paying attention to a broader set of questions. Are we good citizens? Do we contribute to the well-being of the communities we serve? How do we support our internal teams, partners, vendors, and suppliers in ways that are authentic and true to who we are as people and as brands? Customers also care about where and howwe source our products as we expand our footprint globally. They want confidence in the sustainability and safety of our supply chain, and they want to know that brands are taking responsibility, not just talking about it. That means leaning into challenges rather than avoiding them and being thoughtful about how decisions impact people, communities, and operations. Measuring impact matters as well. One way we do this is through our Caps Cares program, which allows teammembers across the system to participate in efforts that support local communities, particularly those that may be underserved. It’s hands- on, meaningful, and rooted in making a real difference where our restaurants operate. We’re also deeply involved with the IFA, working collaboratively to help address key issues and coordinate efforts at both the state and federal levels. Looking ahead, several sustainability practices are becoming, and should continue to become, standard across QSR franchising. Recycling food and non-food waste is increasingly common in many communities, and we fully support that momentum. Partnerships with local food banks are also becoming more widely available, and we hope to see those opportunities continue to expand nationwide. We’re also seeing greater access to high-efficiency energy equipment and more sophisticated energy management systems. Supplier partnerships will play an even bigger role as well.We value working with premium food suppliers that offer transparency and a strong commitment to sustainability. Ultimately, sustainability isn’t separate from growth. It’s part of how strong brands are built, how trust is earned, and how long- term success is sustained. SUSTAINABILITY ISN’TA SIDE PROJECT One of the biggest mistakes businesses make is treating churn as a surprise. Churn is a lagging indicator. By the time someone clicks “cancel,” they’ve already been gone for months. The signals show up earlier. Healthy subscribers are boring. When someone starts skipping weeks erratically, the habit is breaking. When the gap between visits widens, the service is drifting from essential to optional. When customers ask for pauses or downgrades, they’re telling you the price no longer matches the perceived value. Customers today prioritize flexibility over commitment. If you make it hard to leave, you guarantee they won’t come back. At Zoom Room, if a client has been away for six months, we make re-entry financially painless. Lowering the barrier to return reduces the anxiety of leaving and transforms the relationship from a contract into a true membership. The subscription apocalypse is real, but it isn’t indiscriminate. It’s coming for businesses that rely on inertia rather than impact. The ones that survive are those that become part of everyday life, not background noise on a credit card statement. Don’t lock customers inside the hot car of contracts. Build something that earns its place on the calendar. 53 GLOBAL-FRANCHISE.COM Ins ight