Lessons in Scaling: What It Really Takes to Grow From One Business to Many

The Big Leap: Risks That Paid Off

Looking back at the history of our family business, one thing stands out: nothing about growth is ever straightforward. In our conversation, Tom mentioned the leap into the car wash business, a step that, at the time, felt daunting and maybe even a little reckless. We had no guarantees it would work. Payments were tight, experience was limited, and yet, that risk gave us our first real taste of ownership, of building something that was truly ours.

For Shirley, the biggest personal risk was saying yes to marriage at a young age, and later, diving headfirst into the chaos of raising kids while building businesses. Her story is a reminder that sometimes, the most rewarding decisions start with a leap of faith.

Scaling Up: From One Store to Many

The heart of our episode focused on what happens after you decide to grow. How do you go from that first location to a handful, and beyond? In the early days, we grew quickly, sometimes more by gut feeling and opportunity than careful strategy. Tom recalled buying stores in quick succession, guided by relationships and the willingness to take a chance.

One key insight: going from one to two locations is deceptively easy, especially when they’re close by and familiar. Kim pointed out that her transition from managing one store to overseeing two was almost seamless. Things really changed at the third location. That’s when she had to shift from hands-on managing to overseeing managers, and it was a much steeper learning curve than she expected.

Lessons in Systems and Accountability

Our struggles weren’t unique, but they were formative. As we expanded, we quickly learned that gut instinct and hard work weren’t enough. We needed systems - ways to track performance, ensure consistency, and hold people accountable. I can’t overstate how transformative it was when we first brought in outside consultants and spoke to other multi-store operators who were further along the journey. Those conversations, and a lot of trial and error, taught us that success at scale comes down to people, processes, and accountability.

Without the right systems, you’re left hoping that your team intuits what you want. We’ve seen that doesn’t work. Whether it’s rigorous bookkeeping, daily labor and food cost reports, or empowering managers with the tools and authority to succeed, systems are non-negotiable.

People Above All: Building a Bigger Community

If I had to pick one lesson that rises above all others, it’s that growth is all about people. Kim spoke about the joy of mentoring a bigger and more diverse team, knowing employees and their families, watching young folks launch their own careers, and seeing the business become a bigger part of the community.

But it also means letting go. If you’re hands-on by nature, running multiple locations requires a shift: trusting your people, giving them autonomy, and supporting them from a higher vantage point.

The Not-So-Secret Recipe: Cautious Optimism

Would I recommend growing from one location to many? The answer is: it depends. As Tom said, you have to know how to run one business really well before you think about adding more. Shirley and Kim both highlighted the importance of personality fit. Some people thrive on growth and delegation, while others are happiest running a single operation.

Opportunities to expand are exciting and they do bring more challenges and rewards. But know yourself, know your partner (if you’re in business with family), stay vigilant with the numbers, and don’t be afraid to pivot or sell if it’s not working for you.

Looking Ahead: Navigating Growth in Family Business

Scaling a family business comes with its unique set of challenges, unexpected turns, and, if handled right, a lot of memorable wins. As we continue to modernize our stores and mentor the next generation, the journey doesn’t get simpler, but it does get richer. With every store added, every team member developed, and every risk taken, we’re building a legacy rooted in adaptability, community, and learning from the past. If you’re considering the jump to more locations (or reflecting on your own journey), remember: success isn’t just about growth, it’s about finding fulfillment in the process and staying true to your vision as the business evolves.

Want to dive deeper or share your own experience? Check out our latest episodes, reach out at [email protected], or visit us at Mixing Family and Business for more insights and conversations.

And make sure to listen to the full episode here.