How one Milwaukee franchisee is beating the McDonald's sales slump

Pyles, a former military member who entered the owner-operator program after working his way up from a crew position, emphasizes that his success stems from rigid consistency. By standardizing processes for everything from inventory management to staff meetings, he ensures that operations remain stable even when personnel changes occur. He views these systems as safeguards; when performance dips, he immediately audits the process to identify which specific protocol failed.

Beyond technical systems, Pyles prioritizes character during the hiring process. He argues that while technical skills like speed can be taught, personality traits such as friendliness are innate. To retain talent, he incentivizes performance over longevity, offering pay increases based on responsibility rather than tenure. His commitment to staff development extends to personal support, including financing cars for managers and providing affordable housing to help employees navigate high city rents.

Ultimately, Pyles rejects the idea that a franchisee can remain distant from daily operations. He maintains a visible presence in his stores to mentor staff and monitor performance firsthand, noting that the atmosphere shifts when ownership is on the floor. His philosophy for sustaining growth is centered on incremental improvement, pushing his teams to get just five seconds better every day to maintain a competitive edge.