From running movies out of the back of his family’s warehouse at age 12 to becoming the largest Marco’s Pizza franchisee in America, McLain Hoogland understands the long game – and the pivot. With a lineage stretching back to the birth of family video rental and a career forged by service in the Marine Corps, McLain doesn’t just lead a multigenerational business – he’s reinvented it more than once.
In this episode of Smart Franchising with Fransmart, McLain joins host Jolly Khabrani to unpack what it really takes to scale a franchise system, build culture across locations, and know when (and when not) to diversify. From veteran discipline to operational precision and leadership that lasts, this conversation goes deep on growth, grit, and getting franchising right.
What You’ll Learn
- Growing up in a family business (06:11): How early exposure to entrepreneurship shaped McLain’s mindset.
- The drive behind pizza chain growth (08:26): Why scaling Marco’s Pizza wasn’t just about market share – it was about standards.
- Streamlining operations for control (11:34): The systems and structures that keep multi-unit operations consistent.
- Why efficiency depends on geography (13:08): How location dynamics influence staffing, logistics, and customer flow.
- Franchise growth vs real estate (16:53): Balancing ownership models, territory strategy, and asset control.
- Veterans’ skills beyond stereotypes (19:55): Translating service-driven structure and leadership into franchise success.
- Turning customer experience into profit (22:35): How training and accountability build repeat business.
- What makes a franchise restaurant succeed (26:27): The non-negotiables behind operational excellence.
- Marketing challenges for franchise owners (29:27): The fine line between local creativity and brand consistency.
- How food delivery keeps evolving (33:17): Adapting to changing customer expectations and third-party platforms.
- What to look for in a franchise system (38:02): Vetting support, leadership, and financial alignment.
- Leadership that goes beyond business books (41:00): Lessons learned from experience, not theory.
- Finding balance to avoid burnout (42:42): Managing the mental load of ownership and expansion.
- Diversifying into healthcare and real estate (45:56): Why long-term security comes from multiple verticals.
Key Takeaways
On Why Veterans Thrive in Franchising
McLain: “You’ve learned some pretty high-level things in very stressful situations. You’ve learned how to train people, how to follow SOPs. That’s a restaurant. There’s a rule set in franchising: it isn’t a free-for-all.”
On Building for Growth (Not Just Survival)
McLain: “The first year is dialing in your operations and growing your customer base. You have to hire for the sales you want, not just the budget you think you have.”
On Knowing When NOT to Get Into Food
McLain: “If your first venture into franchising and you have no food experience, I would say, do not go into food. It’s easy to lose money, hard to make money – it’s a very competitive space.”
On The Power of Brand and Culture
McLain: “If you’re joining a franchise system, you’re buying all of it, not just the food. Do your homework. Dig deep into the support and leadership.”
