Shaina Denny, Founder and CEO of Dogdrop, on how scaling empathy in franchise care starts with training the team, not the customer.
How do you scale empathy in franchise care without losing the personal touch? Shaina Denny, Founder and CEO of Dogdrop, explains why training starts with the care team, not the customer, and why she caps most locations around 300 to 350 monthly members on purpose.
Shaina also breaks down why Dogdrop splits franchise fees into explicit buckets instead of one lump sum, and why conviction, not passion alone, is what separates founders who follow through from founders who quit after the first no.
🎙️ Hosted by Stephen Sakach and Tullio Siragusa
🎧 Produced by Martha Huerta
🧭 In this video, Shaina covers:
• Why empathy has to start with how you treat your own team
• Why Dogdrop caps membership numbers instead of chasing scale
• How explicit accountability prevents franchise gray areas
• Why conviction, not passion, carries founders through rejection
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