In a recent episode of Nick Powills' "Franchisor Hot Seat" podcast, Shelly Pair — vice president of operations for Children’s Lighthouse — offered a comprehensive look into the franchise’s unique approach to supporting its franchisees. Children’s Lighthouse, a family-owned childcare franchise, prides itself on providing extensive, hands-on assistance to franchisees from the moment they sign on. Pair detailed a meticulous support process that guides franchisees from initial training through to the opening day, emphasizing that Children’s Lighthouse “meets franchisees where they’re at” by tailoring support based on their individual backgrounds and business needs.

Pair described the franchise’s approach as both structured and flexible. New franchisees can expect intensive owner training at the company’s support office in Fort Worth and continuous guidance on everything from financial planning to competition analysis. “We’re able to really work with your background and support you absolutely from day one,” said Pair, adding that Children’s Lighthouse provides ongoing operational calls and training sessions to ensure franchisees are always on track. The support doesn’t end at opening, either; Children’s Lighthouse offers additional training and follow-up after a franchise opens, ensuring that franchisees and their teams continue to execute successfully.

What truly sets Children’s Lighthouse apart, according to Pair, is the company’s commitment to keeping the coach-to-franchisee ratio low, allowing franchisees to receive personalized attention whenever needed. “We have the smallest number of schools in this industry that our franchise business coaches support,” she said, “and we do that on purpose because I want my team to be available at all times for you.” Pair also emphasized the company’s accessibility, noting that franchisees can call anyone on the leadership team, including her, for immediate support — a reflection of the company’s family-based ethos.

Throughout the interview, Pair’s passion for franchisee success shone through. She explained that her proudest moments come from watching franchisees succeed and achieve their goals, comparing it to watching her own children grow. Pair’s commitment to seeing each franchisee thrive reflects Children’s Lighthouse’s focus on building an authentic, supportive community where owners can confidently pursue their business goals. Or as Pair so succinctly put it, “We’re only successful if you’re successful.”

A transcript of Pair’s interview with Powills has been provided below. It has been edited for brevity, clarity and style.

Nick Powills: Many franchisors say their biggest point of differentiation is “We support our franchisees.” It’s a great headline, but I want to dig into what that really means. So, leading operations at Children's Lighthouse, how do you answer that? What does “supporting franchisees” actually look like?

Shelly Pair: It’s a big question, but I’ll give you the short version. Everyone comes from different backgrounds — some may be vice presidents at tech companies, while others come from retail. The great thing about Children's Lighthouse is that we’re able to work with each franchisee’s unique background, supporting them from day one. As soon as they sign, we’re ready to start.

The operations team steps in after the loan documents are signed. We begin with regular calls — sometimes every week at the beginning, sometimes every two weeks, depending on where they are in the process. We work closely with franchisees to ensure they don’t feel like they’re on an island.

As we get closer to opening — about ninety days to six months out — we bring franchisees to our support office in Fort Worth for owner training. It’s a forty-hour program where we cover everything from high-level strategy to meeting our vendors, establishing tuition rates, financial planning and even competition analysis.

We continue regular operational calls to ensure franchisees stay on track with licensing, permitting, construction, and other details. About ninety days before opening, we begin helping with staff recruiting, starting with the director. They join Leadership Academy for in-depth training on branding, daily operations, curriculum, and all our proprietary systems. It’s a lot to take in, but we make sure they don’t feel alone.

Powills: I love that answer. It sounds like an incredibly robust process, almost like getting on an airplane without needing to understand how to fly it. You trust the pilot and the system behind it. What you’ve built at Children's Lighthouse gives franchisees that same trust — they know they have a team behind them.

Now, one thing I want to unpack is what you mentioned about customizing support based on each franchisee’s background. From an operational excellence perspective, how do you balance having a structured playbook with the flexibility to adapt based on franchisees’ needs?

Pair: It’s both. We have a playbook to ensure everything is turnkey and on-brand, but we also meet franchisees where they are. For example, maybe a particular market requires an added feature to stay competitive. Or perhaps there’s a unique state standard that requires curriculum tweaks. We adapt as needed to help franchisees succeed within the overall system.

Our team has the smallest number of schools per franchise business coach in the industry. We do this intentionally to ensure our coaches are always available. If a franchisee needs extra support, we’re ready to give it because our success depends on their success.

Powills: That’s an important point — the lowest coach-to-franchisee ratio in the industry. For potential franchise buyers, that level of support justifies the investment. When franchisees are successful, the franchisor is too, so it’s a mutual benefit.

Pair: Absolutely, and it’s not just the ratio. We’re all available. If a franchise business coach isn’t reachable, franchisees can call me, the president or anyone on the leadership team. That’s the advantage of being a family-based company — we’re here to support franchisees in any way they need.

Powills: I spoke with one of your franchisees recently, and they said the support was unlike anything they’d experienced with other brands. That’s a huge testament to what you’re doing at Children's Lighthouse. This is a people-focused brand, and that’s especially true here because you’re not driven by private equity — there’s a genuine family ethos at work.

Pair: Exactly. Children’s Lighthouse is a family business, which means we don’t just follow a P&L. It’s human-based, which leads to greater empathy and support for our franchisees.

Powills: So, looking forward, what’s your vision for the future of franchisee support? Do you feel like you’ve mastered it or is there room for evolution?

Pair: I’d say we’re constantly evolving. The basics are strong, and we have a results-driven framework, but things are always changing — whether it’s AI, technology, curriculum standards or other industry shifts. We want to keep refining our system to make it as scalable and effective as possible, especially as more franchisees want to open multiple schools.

Powills: What’s a bad day for you?

Pair: Honestly, a bad day is when a franchisee doesn’t follow the system. It can be frustrating to see franchisees try shortcuts, but usually, they come back around. It might take a few months or even a year, but eventually, they realize the system works.

Powills: That’s understandable. Sometimes it’s just a mindset shift. Many franchisees have been successful in other fields and are used to leading rather than following. But as you’ve said, the system is there for a reason.

Pair: Exactly. We’ve invested time in beta testing everything, and every element of the system has a purpose. If franchisees stick to the system, they’ll get the results they signed up for. It’s as simple as that.

Powills: I agree. Whether it’s business, marriage or parenting, following a system can make all the difference. The beauty of a franchise like Children’s Lighthouse is that it’s already proven to work. Just follow the system, and once you’re established, there may be room to explore other ideas.

Pair: We have so many tools — proprietary software, webinars and training resources — so franchisees can review everything they need to execute successfully. We meet them where they are, providing tailored support to help them reach their goals.

Powills: Is there anything else you want prospective franchisees to understand about Children’s Lighthouse?

Pair: Yes, execute the curriculum and operational systems. We have one product, and that’s to provide a safe, nurturing environment with the best curriculum for every age group. Following our curriculum doesn’t just help retain children and parents; it genuinely prepares kids for success.

Powills: I asked about the bad day; let’s end on a good day. What makes you proud?

Pair: My proudest moments are when I see franchisees succeed. When they come in on Discovery Day, they’re nervous, but over time, they build confidence and accomplish their goals. Watching them achieve what they set out to do is incredibly rewarding for me.

Powills: I can tell you’re genuinely passionate about this. That level of authenticity and care goes a long way in franchising. It’s hard to find people who truly have your back, but at Children’s Lighthouse, it’s clear that’s exactly what you’re offering.

Pair: Thank you, Nick. I love talking about Children’s Lighthouse. If you have more questions, I’m here.

Powills: Thank you, Shelly. I was looking forward to this conversation, and it was well worth it. So for Shelly,  I’m Nick. This is the Franchisor Hot Seat.

Watch the entire interview above or on YouTube.

ABOUT CHILDREN’S LIGHTHOUSE

The Children’s Lighthouse brand was established in Ft. Worth, Texas in 1997. Children’s Lighthouse Early Learning Schools™ promise to create a safe, fun, and happy place that gives children confidence, a sense of comfort today, and a lifelong love of learning, friendship, and community. Its proprietary curriculum helps children of all ages develop healthy brains, bodies and best behaviors.

To find out more information on costs to buy this franchise, please visit https://1851franchise.com/childrens-lighthouse.