1851

<a href="https://www.linkedin.com/in/paul-martino-87362b181/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=lessons-from-franchise-execs-paul-martino-president-chief-operating-officer-of-aw-2716731" target="_blank" rel="nofollow">Paul Martino</a> has spent more than 20 years with <a href="https://franchising.awrestaurants.com/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=lessons-from-franchise-execs-paul-martino-president-chief-operating-officer-of-aw-2716731" target="_blank" rel="nofollow">A&amp;W</a>, the 102-year-old, one-of-a-kind authentic American restaurant with more than 500 units across the country. He first joined A&amp;W in the early 1990s as a district supervisor, then advanced to vice president of company operations and eventually to COO in 2011 and president in 2019.Having dedicated so many years to the brand, Martino has seen his fair share of challenges. But none of those challenges strengthened A&amp;W’s relationship with its franchisees quite like the COVID-19 pandemic.Martino believes the brand’s success in 2020 was due in part to its focus on two-way communication between its franchisees and the corporate team. “COVID reminded us that our franchise partners and our restaurant support team are resilient and very creative,” he said. “Our franchisees are the reason we’re in business, so we ask ourselves this question every day: ‘What have you done today to help our franchisees become more successful?’”According to Martino, franchisees need to be equally dedicated to the success of the franchise as a whole. “You need to understand the brand’s history and get to know the people who work for the brand,” he said. “Because they’ll be the ones supporting you through this journey.”Most importantly, Martino believes franchisors should never forget who took them to the dance — their franchise partners and their guests. “As a franchisor, you really have two different customers: the guests in your restaurants and your franchise partners,” he said. “Both have different needs, but both are very important."Watch the full interview above, or <a href="https://www.youtube.com/watch?v=uNcataRCPJE&utm_source=1851franchise.com&utm_medium=article&utm_campaign=lessons-from-franchise-execs-paul-martino-president-chief-operating-officer-of-aw-2716731" target="_blank" rel="nofollow">click here to watch it on YouTube</a>.&nbsp;

Lessons From Franchise Execs: Paul Martino, President & Chief Operating Officer of A&W

1851 Franchise

With A&W experiencing record-high sales during the COVID-19 pandemic, 20-plus year A&W employee Paul Martino believes the brand’s best days are still ahead.

lessons-from-franchise-execs-paul-martino-president-chief-operating-officer-of-aw

Onigilly Japanese Kitchen

Unlocking the Potential: How Much Can You Earn as an Onigilly Franchisee?

unlocking-the-potential-how-much-can-you-earn-as-an-onigilly-franchisee

Filta Environmental Kitchen Solutions

DeWitts Ignite New Chapter for Filta Environmental Kitchen Solutions in Reno 

Grease, Grit, and Growth: DeWitts Ignite New Chapter for Filta Environmental Kitchen Solutions in Reno, Nevada

grease-grit-and-growth-dewitts-ignite-new-chapter-for-filta-environmental-kitchen-solutions-in-reno-nevada

Layne's Chicken Fingers

Layne's Chicken Fingers-50 Unit-Wendy's-Franchisee-June-2025

Why This 50 Unit Wendy’s Franchisee Is Betting on Layne’s for His Next Big Move

wendys-franchisee-expands-with-laynes-chicken-fingers-texas

CapitalSpring

CapitalSpring’s Jim Balis Talks Growth, ROI and the Future of Fast Casual on “Rock My Restaurant”

capitalsprings-jim-balis-talks-growth-roi-and-the-future-of-fast-casual-on-rock-my-restaurant

Children's Lighthouse

Children’s Lighthouse Ramps Up Growth in First Half of 2025 With Strategic Expansions, Franchise Signings, and New Headquarters

childrens-lighthouse-ramps-up-growth-in-first-half-of-2025-with-strategic-expansions-franchise-signings-and-new-headquarters

Buying a Franchise Masterclass

 Franchise Opportunities

Get Support Buying a Franchise

How to Buy a Franchise White Paper

How to Buy a Franchise

How to Sell Franchises

How to Grow a Franchise

Find a Franchise Supplier

1851 Franchise Opportunities

Franchisor News

Franchisor Power Rankings

FranCamp Mastermind Summit

Franchise Development Website Builder

Franchise Resources

What ALEC-Laffer's Report Means for Franchising

Website Awards

Power Rankings

About 1851

Advertise on 1851

Contact 1851 Editorial

Terms of Use

1851 Login

GROWTH CLUB LOGIN

facebook

instagram

twitter

linkedin

youtube

What June’s Jobs Report Means for the Franchise Industry

what-junes-jobs-report-means-for-the-franchise-industry

Drone Delivery Takes Flight in QSR: The Future of Franchise Operations?

drone-delivery-takes-flight-in-qsr-the-future-of-franchise-operations

Chick-fil-A Tops Customer Satisfaction Rankings for 11th Year as Challenger Brands Gain Ground

chick-fil-a-tops-customer-satisfaction-rankings-for-11th-year-as-challenger-brands-gain-ground

Technomic Releases Annual Ranking of the Top 15 Fast-Food Chains in the U.S.

technomic-releases-annual-ranking-of-the-top-15-fast-food-chains-in-the-us

Rising Jobless Claims Could Signal Challenges — and Opportunities — for Franchising

rising-jobless-claims-affect-franchising

The Ultimate Guide to Selling Franchises: How To Create a Strong Incentive

how-to-build-strong-incentives-to-attract-prospective-franchisees

Top 25 Franchise Marketing Leaders: Kelsey McManemin — Vice President of Marketing, HTeaO

top-25-franchise-marketing-leaders-kelsey-mcmanemin-vice-president-of-marketing-hteao

Photo of a large group of people standing in a circle, placing hands together in center

Franchise Opportunities for Minorities: Expanding the Franchise Network

franchise-opportunities-for-minorities

Missy Maio - Gong Cha - Top Franchise Marketing Leaders - 1851 Franchise

Top 25 Franchise Marketing Leaders: Missy Maio — Vice President of Marketing and Global Partnerships, Gong Cha

franchise-marketing-leader-missy-maio-gong-cha

How Vishal Juneja Turned a Family Tradition Into a Paris Baguette Franchise

How Vishal Juneja Turned a Family Tradition Into a Paris Baguette Franchise Built on Heart and Community

paris-baguette-franchise-rockaway-new-jersey-vishal-junjea

How This Franchise Consultant Turned a Love for Dogs Into a Business with Dog Training Elite

How This Franchise Consultant Turned a Lifelong Love for Dogs Into a Growing Business with Dog Training Elite

how-this-franchise-consultant-turned-a-lifelong-love-for-dogs-into-a-growing-business-with-dog-training-elite

Franchisee spotlight graphic with photo of Ricki Oberoi and Layne's Chicken Fingers logo

Multi-Unit Wendy’s Operator Signs 12-Unit Deal With Layne’s Chicken Fingers

ricki-oberoi-laynes-chicken-fingers-growth

Franchisee spotlight graphic with photos of Danielle Rosemond & Usman Khan & TruBlue logo

Family Members of Local Physicians Bring TruBlue Franchise to North Central Nassau, Long Island: A Health Care-Inspired Approach to Aging in Place

family-brings-trublue-franchise-to-north-central-nassau

Lessons From Franchise Execs: Paul Martino, President & Chief Operating Officer of A&W

MORE STORIES LIKE THIS