In a short span of two years, Rivers Corbett and his business partner, chef Ray Henry, have seen their entrepreneurial venture take off, growing to five locations, and two more opening in July, with presence in three Atlantic provinces.

Their venture, Fredericton-based Relish Gourmet Burgers, was built around creating an experience that customers would “relish” along with their food.

The Relish experience was built around not only sourcing the best ingredients available but having outstanding service to make that elusive connection with customers.

The partners decided to use the franchise model to expand their business. Setting standards for quality ingredients was the easy part of that expansion plan. What proved to be the real challenge was to transfer the special customer service experience they had created in their first store. They realized that without that special connection, Relish Gourmet Burgers would quickly lose its distinctive market advantage.

Read the full case study in the Globe and Mail.

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