Multi-Unit Franchisee Magazine Issue III, 2012 | Page 67

that system-wide technology upgrades are leading to improved
efficiencies (e.g., one POS system for all 5,500 U.S. stores). In
the U.S., Travis said he expects 260 to 280 net new units in
2012, with a goal of sustaining 5 percent growth during the
next few years. The brands also continue to expand globally
with new markets in China and the Middle East. Many attendees expressed surprise on hearing that the company already has more than 1,000 Baskin-Robbins stores in Japan and
2,000 Dunkin’ Donuts and Baskin-Robbins stores in Korea.
The most striking evidence of improved franchisee-franchisor relations at Dunkin’ Donuts came when Travis was joined
by two large multi-unit Dunkin’ franchisees, Rob Branca and
Alex Smigelski, and fielded questions from conference chair
John Metz and the audience. It’s no secret that relationships
between franchisees and the franchisor had traveled a rocky
road in recent years, and both franchisees agreed things have
changed for the better since Travis came on board.
Travis discussed working with franchisees, associations, and
advisory groups and how collaborative efforts not only build
stronger brands but more cohesive ones. “We have to set the
right positive culture for all our franchisees to succeed,” he

said. In response to a question from the audience, Travis said
he would “consider” having a franchisee on the Dunkin’ board,
but added he didn’t know if other board members would go
along. “It needs a lot more discussion,” he said.
The remainder of the afternoon was filled with breakout
sessions including “Mega Franchisees: Lessons Learned”;
“Winning and Keeping Loyal Customers”; “Growing to 10