— By Jim Myers —
Why I chose to go into business with my family as a Rita’s franchisee.
As a seasoned restaurant executive with 41 years at Burger King, where I led operations, franchising and development for North America, I was ready for a new experience that would make a meaningful impact in my community and my family. I was introduced to Rita’s Italian Ice & Frozen Custard by the brand’s CEO, Linda Chadwick, whom I had worked with at Burger King. After exploring the franchise opportunity, I knew it was the perfect way to leverage my extensive business experience while building a lasting legacy for my family.
Throughout my career, I’ve learned that creating a successful restaurant goes beyond simply serving food; it comes from the often-overlooked details that drive growth and adaptability in a competitive market. This experience guided my approach as we opened our first Rita’s location, leading to our early success with a thriving business that benefits our community.
The Importance of Selecting the Right Location
When it comes to opening a restaurant, location is everything. For our first Rita’s location, we were searching for a spot that had potential but needed some revitalization. We found a building in Streetsboro, Ohio, that had been vacant for nearly two decades. We saw the potential to transform it into something special.
The community has embraced us, and we’ve been able to provide new jobs in the area, contributing to the local economy. The lesson for other operators is simple: don’t be afraid to take on a project requiring work. You can turn an old, underutilized space into a thriving business with the right vision and commitment.
Enhancing Convenience Through Buildout
After selecting the ideal location, we renovated the space to include a drive-thru and added features like garage doors to create an open and welcoming atmosphere. The key to success lies in providing an enjoyable customer experience, and over time, the importance of convenience has only grown. To ensure efficiency, I regularly track and compare the ratio of drive-thru to in-store customers. Even on nice days, 50% of our orders come through the drive-thru. This innovation, combined with the indoor dining area, allows our fans to enjoy Rita’s frozen treats year-round which, in turn, helps us maintain strong sales throughout the year.
Effective Financial Management Strategies
At Rita’s, we hold monthly P&L meetings to closely monitor financial performance. My wife, Karen, manages QuickBooks and accounting to ensure everything runs smoothly. Understanding your P&Ls is critical, as profitability has been outstanding, largely due to Linda Chadwick’s leadership. We also use tools like Home Base to manage staffing efficiently and control labor costs. These systems aren’t just optional add-ons — they’re essential for maintaining a smooth, profitable operation. By focusing on consistent processes and leveraging the right technology, we’re able to ensure both quality and efficiency, which are the foundation of long term success in the restaurant business.
Ensuring Operational Excellence for Long Term Success
Creating operational excellence is non-negotiable, and investing in strategic systems goes beyond financial management. At Rita’s, we use tools like electronic production sheets and recipe flavor portals to guarantee consistency across all of our offerings. These tools help maintain the high standards our customers expect, giving us the confidence that we can always deliver the best, while also simplifying staff training and ensuring processes run smoothly. Cleanliness and attention to detail are also top priorities, with each team member playing a vital role in maintaining those standards. The bottom line is that no matter how good your product is, if your operations are inefficient, long term success is impossible. Whether running a drive-thru or a dine-in restaurant, having the right systems and focus on cleanliness can make all the difference.
How to Balance Owning a Business with Family
One of the most important aspects of my story is my desire to create a lasting legacy for my family. Working with family has been both rewarding and challenging. We’ve learned to focus on each of our strengths: Karen and I manage the accounting, my son Danny is learning operations and team management, and my other son Jay handles social media and IT.
What makes this dynamic work is clear communication and setting expectations from the start. We’ve established boundaries between work and family time, which is crucial when working closely with loved ones. Learning to compromise and support each other’s roles has also been key to our success.
For other business owners considering working with family, my advice is to ensure that everyone is clear about their roles from Day 1. Keep communication open and honest, and if an issue arises, address it early. This isn’t just a business — it’s your family’s livelihood, so maintaining a healthy working relationship is essential for both personal and professional success.
Tips for Other Restaurant Operators
For those looking to achieve the same success we’ve found at Rita’s thus far, here are a few tips based on my own experiences:
1. Choose Your Location Wisely
Location can make or break your business. It is important to choose the right location, rather than settling for what’s available. Take time to find a space that has potential, even if it will require more work. Plus, revitalizing an old or overlooked building can give your business more character and make it feel special.
2. Leverage Drive-Thru and Digital Sales
In today’s day and age, convenience is more important than ever. Specifically in the restaurant industry, you are missing out on a significant revenue stream if you don’t have a drive-thru or you aren’t utilizing third-party delivery platforms like DoorDash and Uber Eats.
3. Invest in Systems
The backbone of any successful restaurant is efficient operations. Investing in technology to help streamline processes will save you time and money in the long run, while improving your customer’s experience.
4. Don’t Be Afraid to Work with Family
When done right, working with family can strengthen bonds and create a legacy for generations to come. To set your family up for success, ensure everyone has a clear role, communicates often and addresses issues head-on.
Looking Ahead
Opening our first Rita’s location and experiencing near-immediate success with my family by my side has fueled our desire to expand into new areas and bring joy to additional communities. More importantly, our Rita’s location is something my family can take pride in for years to come, which is an indescribable feeling. The lessons I’ve gained throughout my extensive experience in the restaurant industry have laid the foundation for our success at Rita’s. Our long term plan is to pass the business down to our sons once Karen and I retire, setting them up for success through the knowledge and experience we’ve already begun sharing. Beyond my family, I also hope to help other restaurant operators achieve their goals by sharing the insights I’ve gained along the way.
— Jim Myers is a franchisee of Rita’s Italian Ice & Frozen Custard in Streetsboro, Ohio. Rita’s, the largest Italian Ice concept in the world with over 575 shops, is known for its famous Italian Ice, made daily featuring real fruit, and award-winning Frozen Custard. For more information, visit www.ritasice.com.