Multi-pliers

In the late 1970s, David Griffin set out to build an auto detailing business. Some years later, he found himself at the helm of a large, scattered operation. He'd opened five separate locations in Utah, including a large central complex, along with an independent chemical business and distribution center that provided the materials he needed to clean vehicles for local retail consumers, car dealers, and the large, national Manheim auto auction company.

Mike Pietrzyk's 37 years in the food business began auspiciously in 1972, when, as a newly promoted manager of a Burger Chef in Virginia, he was put in a store scheduled to close in 7 months. "The restaurant wasn't doing well, and they'd decided to close it," he recalls. "They just asked me to keep it together for a few more months." Pietrzyk worked seven days a week and did his own marketing, passing out local coupons and getting acquainted with the community.

Jim Sullivan is the CEO and founder of Sullivision.com, a company that designs and delivers operations and leadership training programs for companies and franchisees worldwide. Clients include The Walt Disney Company, McDonald's, Panera Bread, Regis Corp., Jiffy Lube, Wal-Mart, American Express, Applebee's, Domino's, Dunkin' Brands, and Coca-Cola. Three years ago Sullivan's company began researching the best practices of high-performing multi-unit leaders.

In 1998, a young Canadian attorney named Fiorenzo Bresolin traveled to Florida to work on a large real estate transaction. It wasn't long before he fell in love with the state--and its booming real estate business. The outgoing corporate lawyer went on to develop, along with partners, a 500-acre corporate park in South Florida owned by the late Mel Simon of the Simon Property Group; today he's knocking on doors to place his restaurants in some of those malls.

With all the emphasis on providing customers with "value," I asked about 100 attendees at the IFA Convention in February to describe what value meant. The top five answers on the board:

Before signing on as a multi-unit franchisee, Rob Parsons already had an insider's view of franchising, having spent time at Denny's and Popeyes working with franchisees on the real estate side. At Popeyes, Parsons worked with Jim Lyons, an industry veteran who is now chief development officer for Del Taco and Captain D's. Lyons played a key role in mentoring the young Parsons. During a five-year stretch at Popeyes, Parsons played a key role in pushing the brand's New York market from 58 to 101 locations.