On this episode of the FranchiseU! Podcast, host Dr. Kathy Gosser interviews Felipe Martinez, Vice President of Franchise Development at Estrella Insurance, about franchise ownership, franchise development, due diligence, and finding the right franchisees for long-term growth.

Estrella Insurance has more than 45 years of operating history and over 240 franchise-owned locations across nine states. Felipe has helped lead the brand’s franchise development efforts for the past nine years, guiding prospective owners as they evaluate the Estrella Insurance business model, the insurance industry, and whether franchise ownership is the right fit.

Felipe explains why successful franchise development is about more than selling an opportunity. It requires carefully qualifying candidates and, at times, saying no when the fit is not right. He shares the qualities he looks for in successful franchise owners, including strong communication skills, a customer-service mindset, sales ability, leadership, and a willingness to follow a proven franchise system.

Felipe also discusses one of the biggest mistakes prospective franchisees can make: allowing emotion to replace proper franchise due diligence. He emphasizes researching the opportunity, understanding the business model, asking difficult questions, and speaking with both current and former franchisees before making a decision.

In this episode, you’ll learn:

• What franchise development professionals look for in prospective franchisees
• How to conduct effective franchise due diligence
• Why speaking with current and former franchisees is critical
• What makes a successful franchise owner
• How franchising can support first-time business owners

Felipe Martinez is Vice President of Franchise Development at Estrella Insurance, where he helps entrepreneurs evaluate franchise ownership and pursue responsible business growth. His background includes sales, franchise development, coaching, consulting, real estate development, business development, and negotiation.

Estrella Insurance is an established insurance franchise brand with more than 45 years of operating history and more than 240 franchise-owned locations across nine states.

Make sure to listen and subscribe to the podcast on Spotify, iTunes, or wherever you enjoy your favorite shows.

Learn more about the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

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This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

In this episode of FranchiseU!, Dr. Kathy Gosser sits down with Lori Riddle Eberenz, Director of Global Public Relations and Storytelling for Yum! Brands, to discuss how storytelling builds brands, strengthens franchise relationships, supports business strategy and helps leaders communicate through change and crisis.

Lori shares her journey from journalism and agency work to nearly a decade with KFC and her current global role at Yum! Brands. She reflects on memorable KFC campaigns and explains that the best brand stories give people a reason to care, support the business strategy and remain authentic to the brand.

She also discusses the importance of trust and relationships in franchising, including the story of KFC franchisee Clinton Lewis, who began as a teenage cook and later became an owner.

Lori and Kathy explore how public relations has evolved as companies rely more on owned media, including social channels, corporate newsrooms, podcasts and video. Lori also shares practical lessons from crisis communications, including why organizations should respond quickly, communicate what they know and avoid waiting until every detail is available.

The conversation becomes personal as Lori reflects on surviving Stage II breast cancer. She shares how the experience changed her priorities, strengthened her focus on health and reinforced the importance of finding small moments of joy. She also explains the idea of “don’t hog your journey,” and why sharing difficult experiences can help others facing similar challenges.

The episode closes with Lori’s advice to students and young professionals: pursue internships, learn what kinds of work energize you and begin building relationships with mentors early in your career.

Topics Covered

• What makes a great brand story
• Storytelling as business strategy
• Lori’s career at KFC and Yum! Brands
• Building trust with franchisees
• Modern PR and owned media
• Crisis communication
• Leadership and franchisee alignment
• Surviving breast cancer and finding joy
• “Don’t hog your journey”
• Internships, mentors and career development

About Lori Riddle Eberenz

Lori Riddle Eberenz is Director of Global Public Relations and Storytelling for Yum! Brands. Over more than a decade with Yum! Brands and KFC, she has helped lead communications during periods of innovation, growth and transformation.

Previously, Lori led public relations and partnerships for KFC U.S. She is a PRWeek 40 Under 40 honoree and holds degrees from Lindsey Wilson University and the University of Missouri School of Journalism.

A breast cancer survivor, Lori is passionate about helping others find joy and share the lessons from their own journeys. She lives in Louisville with her husband, Josh, and their two daughters.

Click below to listen and subscribe to the podcast on Spotify, iTunes, or wherever you enjoy your favorite shows.

Don’t miss out on all things FranchiseU!:

Website: FranchiseU!

Instagram: @franchiseu_podcast

Facebook: @FranchiseU Podcast

Twitter: @franchiseupod

TikTok: @franchiseupod

Reach out directly to Dr. Kathy Gosser via LinkedIn.

This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

On this episode of the FranchiseU Podcast, host Dr. Kathy Gosser interviews Alex Nessenthaler, Franchise Owner of Magnolia Bakery in Louisville, Kentucky, about her journey from corporate retail leadership to franchise ownership.

Alex spent years in the fashion industry, most recently overseeing North American retail for Tory Burch. After a career that required frequent travel, she began reconsidering what success looked like for her family. She and her husband, Patrick, moved back to Louisville to raise their two young boys, and Alex explored entrepreneurship as a way to continue building brands while creating more flexibility.

After evaluating several industries, she discovered that Magnolia Bakery, a brand she already loved, was beginning to franchise. Her experience in retail operations, leadership, customer experience, and brand development helped make her a strong fit.

Alex discusses becoming one of Magnolia Bakery’s earliest franchisees, including a month of hands-on training in New York across bakery operations. She explains the importance of brand standards, operational consistency, and active ownership when bringing an established brand into a new market.

Recorded just one week after the Louisville location opened, the conversation also covers the realities of launching a food and beverage business, including staffing, seasonality, customer expectations, and the fast pace of daily operations.

Leadership remains central to Alex’s approach. She shares her belief that “happy people make happy business” and explains how building a motivated team directly affects the customer experience.

Alex also discusses the support she receives from Magnolia Bakery, the importance of the franchisor-franchisee partnership, and her plans to open three Louisville locations while exploring additional growth across Kentucky and nearby markets.

For anyone considering franchise ownership or leaving a corporate career for entrepreneurship, Alex’s story offers a practical look at how leadership experience and brand-building skills can translate into business ownership.

Topics Covered in This Episode

• Transitioning from corporate leadership to franchise ownership
• Choosing the right franchise opportunity
• Becoming an early franchisee of an established brand
• Franchise training and maintaining brand standards
• Launching a food and beverage business
• Building and leading a motivated team
• Creating strong customer experiences
• The franchisor-franchisee relationship
• Balancing entrepreneurship and family priorities
• Growing through additional locations, catering, partnerships, and community engagement

Time Stamps

00:00 Redefining Success

01:29 From Fashion to Tory Burch

03:48 Why She Left Corporate

05:01 Finding Magnolia Through Franchising

07:02 Winning the Franchise

08:40 Training and Quality Standards

09:30 Early Franchisee Impact

12:12 Product Passion and Menu

13:30 Opening Day in Louisville

15:01 Building a Happy Team

16:02 Fast Pace of Food

18:21 Support From Magnolia HQ

20:42 Franchise Partnership Playbook

24:05 Doubts and New Success

26:08 Growth Plans and Community

27:34 Lessons and Closing Thoughts

Today Dr. Kathy Gosser welcomes Abby Epperly, General Manager and co-owner of Bad Ass Coffee of Hawaii – Rock Hill in South Carolina. Abby opened the location with her father, Doug Epperly, in May 2026 and now oversees day-to-day operations while helping create a welcoming gathering place for the community.

Abby’s journey began at the University of Louisville, where she became the first student to earn the undergraduate certificate in franchise management. Before taking her first franchise course, she largely associated franchising with major fast-food brands and assumed ownership was reserved for people with significant wealth. Courses in franchise fundamentals and franchise law changed that perspective and helped her see the range of industries, investment levels, and opportunities available in franchising.

After graduation, Abby participated in the Disney College Program, gaining experience in hospitality, customer service, and relationship-building. She later worked in social media for her father’s packaging company before returning to an idea that had stayed with her since college: becoming a franchise owner.

Abby first discovered Bad Ass Coffee of Hawaii while researching franchise brands for a class. Beyond the memorable name, she connected with the company’s focus on ohana, aloha spirit, positivity, family, and community. After some persistence, she convinced her father to explore the opportunity, eventually turning the idea into a father-daughter business partnership.

Abby also shares what happens after deciding to become a franchisee, including evaluating financial viability, reviewing franchise agreements, navigating real estate and lease terms, and relying on attorneys and other experts. She discusses the many relationships involved in opening and operating a franchise and the unique challenge of working with a parent while maintaining healthy boundaries between business and family.

Today, Abby is focused on making the Rock Hill location more than a coffee shop. She has watched it become a gathering place for families, friends, community organizations, and local groups. Meanwhile, she and her father are already thinking bigger. Their development agreement includes at least three Bad Ass Coffee locations in York County, with the possibility of eventually owning multiple brands.

Abby also explains why she believes franchising should be taught in universities. With opportunities spanning restaurants, professional services, childcare, pet care, home services, and many other industries, franchising can introduce students to careers and paths to business ownership they may never have considered.

Her advice to future franchisees is simple: the franchisor can provide the systems and the playbook, but success still depends on what the franchisee does with it.

In This Episode

• How franchise education changed Abby’s view of entrepreneurship
• Lessons from Disney she applies to hospitality and leadership
• Why Abby chose Bad Ass Coffee of Hawaii
• What aspiring franchisees should know about due diligence
• Creating a true community gathering place
• Why Abby believes universities should teach franchising
• Advice for students and future franchise owners

Make sure to subscribe to FranchiseU! on Spotify, Apple Podcasts, or wherever you enjoy your favorite shows.

Don’t miss out on all things FranchiseU!:

Website: FranchiseU!

Instagram: @franchiseu_podcast

Facebook: @FranchiseU Podcast

Twitter: @franchiseupod

TikTok: @franchiseupod

Reach out directly to Dr. Kathy Gosser via LinkedIn.

This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

In this special episode of FranchiseU, co-host Dr. Zac Goldman sits down with fellow University of Louisville colleague and longtime corporate leader Dr. Kathy Gosser to explore the enduring leadership philosophy of Colonel Harland Sanders.

Dr. Gosser shares firsthand insights from her 35-year career at KFC and Yum! Brands, breaking down how a simple roadside restaurant transformed into a global fast-food empire through radical persistence, trust, and a commitment to doing things the "Hard Way." Together, they discuss how Sanders' core principles shaped the culture of KFC and Yum! Brands by providing 11 timeless Leadership Lessons.

________________________________________

What You'll Learn in This Episode:

The Power of Reinvention: How Colonel Sanders rebuilt his business from scratch after highway construction bypassed his original roadside restaurant.

The 1,009 Rejections: Why ultimate persistence is the secret weapon for any aspiring entrepreneur or franchise founder.

The "Nickel a Head" Handshake: How early franchise expansion relied entirely on trust, relationship-building, and mutual respect.

The Origin of the KFC Name: The story behind franchisee Pete Harman naming the iconic brand.

The Importance of Brand Quality: Why simplicity, consistency, and a "back to basics" approach are vital to scaling a global supply chain.

Leadership Creating Legacy: How the KFC Foundation continues Sanders' mission through education and scholarships.

How Relationships ARE the Brand: Trust between the franchisor and franchisee is the ultimate currency for sustainable growth.

How Continuous Learning is Paramount: Great leaders never stop acquiring knowledge, a trait that defined Sanders' life.

Examples of a Service-First Mindset: True business success comes from serving both your end customers and your internal franchise partners.

About Your Hosts

Dr. Kathy Gosser

Dr. Kathy Gosser joined the University of Louisville College of Business faculty in 2019 following an illustrious 35-year career at Yum! Brands. Her final role at the corporation was Director of Learning & Organizational Development, alongside serving as the Chair of the KFC Foundation. She holds a PhD in Educational Leadership and Organizational Development and an MBA from UofL, as well as a BA in Journalism from Indiana University.

Dr. Zachary “Zac” Goldman

Dr. Zachary Goldman is an academic leader and faculty member in the University of Louisville College of Business, serving as Chair of the Department of Management & Entrepreneurship. As the Director of Online Teaching & Learning and the founding Program Director of the Online MBA, he designs innovative, student-centered digital education. His research focuses on leadership, communication, and integrating AI and analytics responsibly into business education.

Click below to listen and subscribe to the podcast on Spotify, iTunes, or wherever you enjoy your favorite shows.

Don’t miss out on all things FranchiseU!:

Website: FranchiseU!

Instagram: @franchiseu_podcast

Facebook: @FranchiseU Podcast

Twitter: @franchiseupod

TikTok: @franchiseupod

Reach out directly to Dr. Kathy Gosser via LinkedIn.

This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.

In this episode of the FranchiseU! Podcast, Dr. Kathy Gosser speaks with Matt Kunz, President and CEO of Fastest Labs, about relationship-first leadership, franchisee coaching, and the systems required to support sustainable growth. Matt draws on more than 27 years in franchising, beginning with his experience as a Sylvan Learning franchisee. By closely following the operating model, maintaining disciplined marketing and sales practices, and focusing on execution, he outperformed many of his peers, acquired struggling centers, and successfully turned them around. That experience eventually led him to Sylvan’s corporate operations team and later to leadership roles at Neighborly, where he guided brands including Mr. Rooter Plumbing and Five Star Painting.

Today, Matt leads Fastest Labs, a private-equity-backed franchise system with approximately 250 locations providing drug, alcohol, and DNA testing services. The company serves businesses and individuals through compliance-focused solutions, rapid results, and respectful customer service. During the conversation, Matt explains why franchisees must develop a strong business-to-business sales mindset, how local relationship-building supports lead generation, and how national accounts help the brand serve clients with operations across multiple markets. He also discusses mentorship, communication, franchisee accountability, and the importance of combining proven processes with personal connection.

Matt brings more than two decades of franchise leadership experience and has helped guide several brands through significant periods of growth. Most notably, he helped scale Five Star Painting from $41 million to $156 million in systemwide revenue. He has led franchise systems ranging from roughly 230 to more than 300 locations, consistently emphasizing people, operational discipline, and long-term performance. Matt holds an Executive MBA and the Certified Franchise Executive designation. His leadership philosophy is captured in a central message from the episode: growth is a relationship sport backed by process.

Key topics include:

· Relationships come before results.

· Strong processes support strong relationships.

· Franchisees must actively develop their markets.

· B2B selling is largely a mindset.

· Sell the solution, not the service.

· Growth requires reflection and coaching.

· Mentorship accelerates leadership development.

Click below to listen and subscribe to the podcast on Spotify, iTunes, or wherever you enjoy your favorite shows.

Don’t miss out on all things FranchiseU!:

Website: FranchiseU!

Instagram: @franchiseu_podcast

Facebook: @FranchiseU Podcast

Twitter: @franchiseupod

TikTok: @franchiseupod

Reach out directly to Dr. Kathy Gosser via LinkedIn.

This episode proudly brought to you by the Yum! Center for Global Franchise Excellence at the University of Louisville College of Business.