Let’s Talk Franchising

What really changes when you go from running a successful business to becoming a franchisor?
In this episode of Let's Talk Franchising, Susana Hands sits down with Johan, founder and franchisor of MonsterBall, to talk about his journey from arriving in Australia as a backpacker to building an events and equipment hire business that now franchises across Australia.
MonsterBall started in Perth with Johan, two friends, a van, and three jumping castles. After years of growing the business, Johan made the move into franchising. Two years later, the network has grown to six franchisees, with a seventh on the way, across Western Australia, Queensland, New South Wales, and the Northern Territory.
But becoming a franchisor brought an entirely new set of challenges. Johan shares what he learned about recruiting the right people, setting boundaries from the beginning, strengthening processes, training franchisees, and making sure everyone follows the systems that made the original business successful.
He also opens up about one of his biggest early mistakes: being too flexible with franchisees and learning why saying yes to everything can become costly as the network grows.
If you're considering franchising your business or you're in the early stages of building a franchise network, this episode offers a candid look at what the transition from business owner to franchisor really involves.
In This Episode
How Johan went from a backpacker from France to building MonsterBall in Australia
Starting the business with two friends, one van, and three jumping castles
Why Johan decided to franchise after more than a decade in business
The difference between running a business and running a franchise network
Why becoming a franchisor means becoming a coach
About Our Guest
Johan is the founder and franchisor of MonsterBall, an Australian events and equipment hire business that began in Perth approximately 13 years ago.
Originally from France with a background in finance and investment, Johan arrived in Australia as a backpacker and discovered an opportunity in the events industry. What began with two friends, a van, and three jumping castles grew into an established events business.
After more than a decade of operating MonsterBall, Johan began franchising the business. In its first two years as a franchise network, MonsterBall has expanded to six franchisees, with another location approaching launch, across Western Australia, Queensland, New South Wales, and the Northern Territory.
Today, Johan is focused on strengthening the franchise system, developing franchisees through training and coaching, and continuing the brand's steady expansion across Australia.
 
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:Websites: https://susanahands.com.au/ and https://franiqbiz.com/
Connect with Susana on socials: 
LinkedIN: https://www.linkedin.com/in/susana-hands-the-franchise-lady
Facebook: https://www.facebook.com/suz.hands 
Instagram: https://www.instagram.com/susanahands_/ 

Are you spending more money generating franchise leads without fixing what happens after those leads come in?
In this episode of Let's Talk Franchising, Susana Hands sits down with Jordan Bailey, founder of Biz Automate, to discuss how automation can help franchisors streamline their sales process, qualify leads faster, improve follow-up, and nurture prospects without adding more repetitive work to their team.
Jordan explains why scaling requires more than simply generating more leads. From speed-to-lead automation and CRM pipelines to lead qualification, nurturing sequences, call tracking, onboarding, and AI, he shares practical ways franchisors can automate repetitive tasks while keeping the human element where it matters most.
Susana and Jordan also unpack a common mistake in franchise sales: pouring more money into lead generation when the sales process isn't ready to handle the volume. They discuss why better-qualified leads, a clear sales journey, and consistent nurturing can be far more valuable than simply increasing lead numbers.
If you're a franchisor looking to improve your sales systems, reduce repetitive admin, and get more value from the leads you're already generating, this episode is for you.
In This Episode
Why scaling a franchise requires automation
What repetitive franchise sales tasks can be automated
Why speed-to-lead matters when a new enquiry comes in
Using a CRM to manage and move franchise prospects through the pipeline
How to automatically qualify leads before your sales team calls
About Our Guest
Jordan Bailey is the founder of Biz Automate and has worked in the AI and automation space for approximately two years. Before starting his business, Jordan spent six to eight years working in project management at ANZ's head office, alongside an earlier career that included working in hospitality and as a musician.
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:Websites: https://susanahands.com.au/ and https://franiqbiz.com/

Are you marketing your franchise to everyone and wondering why the right franchisees aren't coming through?
In Episode 15 of Let's Talk Franchising, Susana Hands breaks down how franchisors can attract better-quality franchise candidates before they even make their first inquiry.
It starts with knowing exactly who your ideal franchisee is. Susana explains how to build a clear franchisee avatar based on values, lifestyle, work ethic, financial readiness, and the characteristics already shared by your most successful franchisees.
She also explores why your founder story and personal brand matter, how short-form video and franchisee stories can build trust, and why prospects should already understand your brand, investment level, expectations, support, and sales journey before speaking with your sales team.
From organic content and referral programs to franchise expos, lead nurturing, information hubs, and transparent franchise information, this episode gives franchisors a practical roadmap for attracting the right people and allowing the wrong ones to self-select out.
If you want to spend less time chasing unqualified leads and more time speaking with serious franchise candidates, this episode is for you.
In This Episode
How to define your ideal franchisee profile
What your top-performing franchisees can teach you about recruitment
Why different franchise models attract different types of buyers
How to create a one-page ideal franchisee avatar
Why people buy into the founder and the vision behind the brand
How founder stories can become powerful franchise marketing assets
Why short-form video should be part of your franchise recruitment strategy
The value of showing a day in the life of a franchisee
Why consistency matters more than perfectly produced content
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:Websites: https://susanahands.com.au/ and https://franiqbiz.com/
Connect with Susana on socials: 
LinkedIN: https://www.linkedin.com/in/susana-hands-the-franchise-lady
Facebook: https://www.facebook.com/suz.hands 
Instagram: https://www.instagram.com/susanahands_/ 

What does it take to spend 25 years in franchising and still have the same excitement for the business as when you started?
In this episode of Let's Talk Franchising, Susana Hands sits down with Bill Cobanoglu, a long-time leader within Jim’s Group, to explore his journey from buying his first cleaning franchise to overseeing hundreds of franchisees across Australia and New Zealand.
Bill shares how he went from working at Apple and knowing very little about franchising to building a cleaning franchise, becoming a franchisor, and eventually taking responsibility for Jim’s Laundry. Today, he looks after approximately 240 cleaning franchisees and has helped grow Jim’s Laundry to nearly 180 mobile laundry franchises.
Throughout the conversation, Susana and Bill explore what makes the Jim’s franchise model different, why regional franchisors can play such an important role in maintaining support as a network grows, and why franchise growth needs to be balanced with strong operations and franchisee support.
They also discuss franchise recruitment, hands-on training, marketing, accountability, mentorship, customer service, and why genuine relationships and trust can be more powerful than simply trying to “sell” a franchise.
Whether you're an established franchisor, growing your franchise network, or considering buying a franchise yourself, this episode offers practical lessons from 25 years of real-world franchising experience.
In This Episode
Bill’s 25-year journey from franchisee to franchisor
How he went from working at Apple to joining Jim’s Group
Growing from a cleaning franchisee to overseeing approximately 240 cleaning franchisees
How Jim’s Laundry grew to nearly 180 mobile laundry franchises
The difference between divisional and regional franchisors
About Our Guest
Bill Cobanoglu has been part of Jim’s Group for 25 years, building his career from franchisee to franchisor and divisional leader.
After previously working for Apple, Bill entered franchising in 2001 by purchasing a cleaning franchise despite initially knowing very little about the franchise model. After successfully growing his own business, he moved into franchising, taking responsibility for supporting franchisees, developing regions, running team meetings, and growing the network.
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:Websites: https://susanahands.com.au/ and https://franiqbiz.com/
Connect with Susana on socials: 
LinkedIN: https://www.linkedin.com/in/susana-hands-the-franchise-lady
Facebook: https://www.facebook.com/suz.hands 
Instagram: https://www.instagram.com/susanahands_/ 

You can have the right legal documents, a strong operations manual, polished marketing collateral, and a proven business model, but that doesn't automatically mean you know how to sell a franchise correctly.
In this episode of Let's Talk Franchising, Susanna shares the story of a franchisor who received a confronting email from a new franchisee just six weeks after opening: "This is not what I thought I bought into."
The franchisor hadn't intentionally misled the franchisee. The problem was the gap between having a franchise that's properly built and having a structured, compliant process for selling it.
Susanna breaks down how passion and enthusiasm can lead franchisors to overpromise or create expectations they never intended to create. She also explains why verbal conversations matter, why documenting every interaction is critical, and how discussing the performance of an established corporate location can easily be misunderstood by someone opening a brand-new franchise.
The episode also explores what happened when the relationship started to break down. Instead of immediately becoming defensive or escalating the situation into a legal battle, Susanna helped both sides identify what was really underneath the conflict. What the franchisee needed wasn't necessarily a way out. They wanted to feel heard, supported, and given a realistic plan for moving forward.
In this episode:
Why telling a prospective franchisee the truth isn't the same as selling the franchise correctly
The gap between building a franchise and learning how to sell one
How passion can unintentionally lead to overpromising and unrealistic expectations
Why franchisors need to be careful when discussing financial performance and corporate store results
The importance of documenting phone calls, emails, disclosures, and prospect conversations
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:Websites: https://susanahands.com.au/ and https://franiqbiz.com/
Connect with Susana on socials: 
LinkedIN: https://www.linkedin.com/in/susana-hands-the-franchise-lady
Facebook: https://www.facebook.com/suz.hands 
Instagram: https://www.instagram.com/susanahands_/

What does it take to build one of Australia's fastest-growing restaurant brands without franchising?
In this episode, Susanna sits down with Ravi Singh, CEO and Co-Founder of Kickin'Inn, to explore the journey behind a seafood concept that grew from a single restaurant into more than 30 corporate-owned locations across Australia.
Ravi shares how a 2 a.m. business idea, years of persistence, countless rejections, and an obsession with storytelling helped transform Kickin'Inn into a nationally recognized brand. Rather than rushing into franchising, he explains why he chose to retain ownership, focusing instead on building strong systems, developing leaders, protecting brand consistency, and creating an unforgettable customer experience.
The conversation also dives into leadership, business growth, data-driven decision-making, customer loyalty, and what aspiring entrepreneurs can learn about building a brand that lasts.
Whether you're a franchisor, franchisee, entrepreneur, or business owner, this episode is packed with practical insights on scaling a business while staying true to your vision.
In this episode, we cover:
How a late-night idea became the foundation of Kickin'Inn
Why Ravi spent three years perfecting the restaurant's signature Cajun sauce
The power of storytelling in attracting loyal customers
Lessons learned from nearly running out of money during the early days
Why Ravi chose corporate ownership over franchising
What he looks for in future franchise partners
Building a brand culture through people, systems, and leadership
Why customer experience matters more than simply selling food
Using social media and customer feedback to guide expansion
The importance of knowing your numbers and teaching financial literacy to your team
Creating future generations of loyal customers through brand building
How transparency, relationships, and leadership have fueled Kickin'Inn's rapid growth
Ravi's vision for international expansion and the future of the Kickin'Inn brand
About Ravi Singh
Ravi Singh is the CEO and Co-Founder of Kickin'Inn, one of Australia's fastest-growing seafood restaurant brands. Before launching Kickin'Inn in 2018, Ravi built an international career in business leadership and consulting, helping companies across more than 60 countries develop their culture, leadership, and growth strategies.
Driven by a passion for creating memorable customer experiences, Ravi transformed a simple late-night business idea into a nationally recognized restaurant brand with more than 30 locations across Australia. Rather than rushing into franchising, he has focused on building strong systems, developing exceptional leaders, and protecting the culture and consistency that define the Kickin'Inn experience.
An educator, leadership expert, and psychologist by background, Ravi believes great businesses are built on storytelling, transparency, relationships, and empowering people to think like entrepreneurs. His leadership philosophy continues to shape Kickin'Inn's rapid expansion as the brand prepares for international growth.
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:Websites: https://susanahands.com.au/ and https://franiqbiz.com/
Connect with Susana on socials: 
LinkedIN: https://www.linkedin.com/in/susana-hands-the-franchise-lady
Facebook: https://www.facebook.com/suz.hands 
Instagram: https://www.instagram.com/susanahands_/ 

Today's guest is Luke Frey, a franchise growth strategist, founder of the 94X Movement, and passionate advocate for business ownership. With almost 30 years in franchising and extensive leadership experience in both the fire service and corporate world, Luke helps founders scale through franchising and empowers professionals to transition from the corporate ladder into successful business ownership.
In this episode of Let's Talk Franchising, Susana Hands sits down with Luke to explore what truly makes a business franchise-ready—and why having an operations manual and legal documents alone isn't enough.
Luke shares the critical role of systems, infrastructure, and strategic planning in building a scalable franchise, along with the common pitfalls brands face when expanding too quickly. He also offers valuable insights for Australian businesses looking to enter the US market, covering everything from franchise readiness and ideal partner profiles to protecting intellectual property and creating the right support structure for long-term growth.
Whether you're considering franchising your business or planning to expand internationally, this episode offers practical advice to help you build a stronger, more sustainable franchise system from the very beginning.
In This Episode
How to know if your business is truly ready to franchise
Why systems and infrastructure matter more than legal documents alone
The biggest mistakes brands make before scaling
Preparing your business for rapid franchise growth
What Australian brands should know before entering the US market
Building the right support structure for franchisees
Why your first franchisees are critical to long-term success
Understanding risk when joining an emerging franchise brand
Protecting your intellectual property before expanding internationally
The importance of identifying your ideal franchise partner
Luke's vision for creating an independent franchise evaluation framework
Key Takeaways
Franchising isn't about growing faster—it's about growing sustainably.
An operations manual alone won't build a successful franchise system.
Before expanding, ask yourself: "What breaks if I double my franchise network tomorrow?"
Strong infrastructure creates repeatable success across every location.
International expansion requires careful planning, legal protection, and local support.
Your first franchisees help shape the future of your franchise network.
Choosing the right franchise partners is more important than selling more franchises.
Brands that pause to strengthen their systems are often the ones that scale successfully.
The best franchise opportunities combine proven systems with committed franchisees.
Long-term success begins with evaluating your business honestly before you franchise.
About Our Guest
Luke Frey is a franchise growth strategist, founder of the 94X Movement, and a passionate advocate for business ownership. With nearly 30 years of experience in franchising and an accomplished leadership background in both the fire service and the corporate world, Luke has dedicated his career to helping businesses scale through franchising.
He works with startup and emerging brands to determine whether they're truly ready to franchise before they invest significant time and capital into expansion. By evaluating their systems, infrastructure, operational readiness, and long-term scalability, Luke helps founders build franchise networks that are positioned for sustainable growth.
Luke is also passionate about helping experienced professionals transition from corporate careers into successful business ownership and is currently developing an independent franchise evaluation framework that aims to bring greater transparency and confidence to the franchising industry.
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:Websites: https://susanahands.com.au/ and https://franiqbiz.com/
Connect with Susana on socials: 
LinkedIN: https://www.linkedin.com/in/susana-hands-the-franchise-lady
Facebook: https://www.facebook.com/suz.hands 
Instagram: https://www.instagram.com/susanahands_/ 
 

Can you really build a successful franchise if you don't understand your numbers?
In this episode of Let's Talk Franchising, Susana Hands sits down with Trudy Heins, business coach and strategist, to explore one of the most overlooked drivers of franchise success: financial clarity.
Drawing on more than 36 years of experience in finance, business strategy, and coaching franchisees, Trudy shares why understanding your numbers, developing a CEO mindset, and making commercially sound decisions are essential for long-term business growth.
Together, they discuss everything from unit economics and profitability to leadership, hiring, franchisee support, culture, and the importance of seeking expert advice before problems arise.
Whether you're a franchisor, franchisee, or business owner looking to scale, this episode is packed with practical strategies to help you build a more profitable, sustainable business.
In This Episode
Why every business owner must understand their numbers
Developing the CEO mindset as a franchisee
The importance of unit economics and profitability
Why coaching accelerates business growth
Helping franchisees create clear business goals
Building a culture that supports long-term success
Hiring the right people and avoiding costly recruitment mistakes
Knowing when it's time to outsource and grow your team
Understanding lead generation through return on investment
Why local marketing matters, even inside a franchise system
The essential ingredients of building a successful business
How franchisors can better support their franchisees
Key Takeaways
If you don't know your numbers, you can't confidently grow your business.
A successful franchisee thinks like a CEO—not an employee.
Revenue is important, but profitability is what creates sustainable businesses.
Coaching isn't just about accountability—it's about making better business decisions.
Strong business culture starts with leadership from the top.
Hire people who complement your strengths rather than mirror them.
Invest your time where it creates the greatest return.
Measure your marketing so you know what's working—and stop wasting money on what isn't.
Great franchisees take responsibility for their own success while leveraging the support available.
Long-term business success comes from clarity, awareness, passion, stamina, and commercial discipline.
About Our Guest
Trudy Heins is a business coach and strategist with more than 36 years of experience in finance and business, including three decades as a Certified Financial Planner. She has built and sold multiple businesses and has worked with organisations including GIO, Perpetual, major Australian banks, and boutique professional firms.
Having coached franchisees inside one of Australia's largest franchise networks, Trudy specializes in helping business owners develop the commercial discipline, financial confidence, and strategic thinking needed to build profitable, sustainable businesses. She also works as a fractional business advisor, providing ongoing strategic coaching and commercial oversight to businesses looking to scale without the cost of a full-time executive. Based in Queensland, Australia, Trudy works with clients globally.
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:Websites: https://susanahands.com.au/ and https://franiqbiz.com/
Connect with Susana on socials: 
LinkedIN: https://www.linkedin.com/in/susana-hands-the-franchise-lady
Facebook: https://www.facebook.com/suz.hands 
Instagram: https://www.instagram.com/susanahands_/ 

What happens when a successful business owner decides to franchise—and discovers it's a completely different business?
In this episode of Let's Talk Franchising, Susana Hands sits down with Greg Rips, Founder and Franchisor of Third Wave, to discuss the realities of scaling a restaurant brand through franchising. From growing a single café into a nationally recognized brand to building franchise systems from the ground up, Greg shares the hard-earned lessons that every franchisor needs to hear.
Together, they explore the challenges of training franchisees, creating operational systems, generating quality franchise leads, hiring the right people, and why building a successful franchise requires far more than simply replicating a successful business.
Whether you're preparing to franchise your business or already growing a franchise network, this episode offers practical insights from someone actively building one of Australia's fastest-growing hospitality brands.
In This Episode
Greg's journey from a single café to franchising Third Wave
Why franchising is a completely different business from operating a restaurant
The biggest surprises Greg encountered as a new franchisor
Why "common sense" isn't common for new franchisees
The importance of stronger onboarding, training, and operational readiness
How to balance corporate stores with franchise growth
Building a franchise system through continuous learning
The role of social media in generating franchise leads
Why passion and brand strength matter more than aggressive sales
The truth about franchise marketing agencies and lead generation
How to qualify better franchise candidates
Greg's vision for expanding Third Wave internationally
About Our Guest
Greg Rips is the Founder and Franchisor of Third Wave BBQ, one of Australia's most recognized American-style barbecue restaurant brands. Since launching the business in Melbourne in 2010, Greg has transformed a small café into a thriving multi-location franchise known for its immersive dining experiences, creative menu innovations, and powerful social media presence.
With millions of followers across digital platforms and hundreds of millions of monthly video views, Greg has built more than just a restaurant—he's built a brand that combines exceptional food, unforgettable customer experiences, and scalable business systems. As Third Wave continues its expansion across Australia and prepares for international growth, Greg remains focused on refining franchise operations, supporting franchisees, and creating a business designed for long-term success.
 
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:Websites: https://susanahands.com.au/ and https://franiqbiz.com/
Connect with Susana on socials: 
LinkedIN: https://www.linkedin.com/in/susana-hands-the-franchise-lady
Facebook: https://www.facebook.com/suz.hands 
Instagram: https://www.instagram.com/susanahands_/ 

What does it really take to build a franchise network that lasts for more than a decade?
In this episode of Let's Talk Franchising, Susana Hands sits down with Danie O'connor, Co-Owner of Ready Steady Go Kids, to discuss her journey from franchisee to franchisor, the lessons she's learned growing a national franchise network, and the realities of supporting franchisees for long-term success.
From choosing the right franchise partners to creating strong support systems, investing in technology, and building a thriving franchise community, Danie shares practical insights that every current and aspiring franchisor can learn from.
Whether you're launching your first franchise or scaling an established network, this conversation is packed with real-world experience and actionable advice.
In This Episode
Danie's journey from franchisee to franchise owner
The biggest lessons from growing Ready Steady Go Kids
Why choosing the right franchisees matters more than selling more franchises
Supporting new franchisees without creating dependency
The importance of mentorship within a franchise network
Why systems and technology are essential for scaling
How conferences strengthen franchise culture
Common myths about owning a franchise
The value of transparency during the franchise sales process
Building trust through better communication and support
📌 Connect with Susana Hands
Learn more about franchising and working with Susana:
Websites:https://susanahands.com.au/https://franiqbiz.com/
Connect with Susana on socials:
LinkedIn:https://www.linkedin.com/in/susana-hands-the-franchise-lady
Facebook:https://www.facebook.com/suz.hands
Instagram:https://www.instagram.com/susanahands_/