Franchise Focus
Pushed by a lifelong connection to the model, franchisee Chi-son Phu has efficiently grown his Pizza Nova enterprise in Toronto by strictly following the company system whereas prioritizing group involvement and a people-first strategy to workers retention.
Picture: Pizza Nova
January 15, 2026 by Mandy Wolf Detwiler — Editor, Networld Media Group
Chi-son Phu grew to become a Pizza Nova franchisee firstly as a result of he believed within the model. He grew up with Pizza Nova, and noticed the standard, consistency and tradition first-hand. He did not have restaurant expertise however realized every little thing hands-on by way of the Pizza Nova system.
“It simply felt like the correct place for me to develop,” Phu stated in a telephone interview with Pizza Market. “And particularly as a result of Pizza Nova is a well known model in Ontario. It is a type of pizza chains that is been round since 1963, in order that’s over 60 years in enterprise.”
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Picture: Pizza Nova |
Getting his begin
Phu opened his first Pizza Nova in 2016 and expanded to a second unit in 2024.
He first utilized and went by way of the interview course of to see if he was a great match for the model. He was vetted, and the corporate checked to see if he match into the corporate tradition and had the funds to help a franchise.
After that, Phu labored with the model for 2 weeks in a coaching retailer. It is a hands-on coaching, making pizzas, studying how the enterprise is run, native retailer advertising suggestions and methods and prepare workers.
Toronto is a tricky market, Phu stated, and his largest difficulties opening his first retailer was staffing and coping with the lengthy hours. He realized how necessary consistency and customer support are, and he is continually studying day-after-day.
The COVID-19 pandemic was the franchise’s largest hiccup. Being downtown Toronto, the franchise relied closely on workplace staff, college students and vacationers. Virtually in a single day, gross sales dropped, town’s streets emptied and there have been new issues to resolve each day.
“On high of that, folks had been scared, my workers had been scared, clients had been further, further delicate about cleanliness and security. What helped me get by way of all of it was simply staying calm and going again to fundamentals, the place cleanliness has at all times been a giant a part of my shops, so when COVID did hit, my workforce was already used to the strict cleansing schedules,” Phu stated.
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Picture: Pizza Nova |
Staffing
Phu employs about 18 between each shops.
He stated hiring is tough on this financial system, however there are many fashionable shops to seek out workers, together with job gala’s and banks. Good phrase of mouth stays his most worthwhile hiring instrument.
“In case you construct a great relationship together with your workers, they are going to at all times discover different workers for you as nicely as a result of, you recognize, the kitchen and the pizza group is fairly small,” Phu stated.
He even will get some staffers from clients.
The exhausting half is retention, Phu stated. He pays greater than minimal wage and tries to deal with his workers like household.
“I at all times attempt to get to know my workers and perceive their ‘why’ as a result of everyone has a purpose why they’re working. I perceive it is sure; it is due to the cash to pay payments, however there’s at all times a deeper that means to that why. Why do you want cash? Is it for college? Okay. Is it since you’re supporting household again house? Is it as a result of you’ve gotten children that you simply’re making an attempt to help? And when you construct that rapport with them and deal with them like household, perceive their ‘why,’ they respect that and so they have a tendency to stick with you longer since you’re constructing one thing along with them.”
Competitors
Phu stated Pizza Nova stands out within the Toronto group with its high quality. Its service and dedication are top-notch and so they do quite a lot of local-store advertising as franchisees.
The corporate runs radio adverts, and Pizza Nova is the official sponsor of the Toronto Blue Jays.
Just lately, Phu launched a 7-7-7 promotion. For seven consecutive days, clients acquired two slices for $7 as a result of the Blue Jays made it to sport seven of the World Sequence.
Phu can be large in his group, making an attempt to remain concerned as a lot as he can. He is a coach for youth soccer packages on the public college; he volunteers at a non-profit referred to as Nutmeg and he is a part of a search and rescue workforce.
“Giving again to me is necessary as a result of for me, Canada gave my household an opportunity and I at all times need to attempt to pay that ahead,” Phu stated. “So I at all times keep dedicated and concerned in my group. And for Toronto, yeah, it is a large metropolis, however simply your demographic, your group, the extra you do issues on your group, the extra they acknowledge you and so they go, ‘Hey, you recognize what, I do know that man, I do know that coach, you recognize, he owns the Pizza Nova down the road.’ After which for a pizza place like ours, we want as a lot assist from the group as doable. So, in the event you help the group, they’re going to help you again.”
Franchise rapport
Phu stated he works nicely with the franchisor as a result of he is open and sincere. If one thing wants enchancment, he is not afraid to talk up, however he appreciates the help given by company.
“I admire the help they offer us as a result of for me, each time I ask for steering, coaching supplies, advertising assist or perhaps a easy clarification, they reply instantly,” Phu stated. “I at all times attempt to present them that, I am a franchisee who makes use of the instruments correctly, so I comply with their system the way in which it is designed and I feel as a result of I comply with the system, they respect it and so they give me the respect again.”
He stated company is at all times on the lookout for higher distributors for the franchisees, however his present distributors work nicely. Phu stated he at all times will get the freshest substances, and issues are secured in a well timed method.
There is a franchisee suggestions committee that consists of six to eight members who’re the top of various districts. If Phu has an issue, he goes to the franchisee committee leaders and shares his problem, who then shared it with the top workplace.
Staying with the model
Phu stated the corporate tradition is what retains him with Pizza Nova. Placing clients and workers first is a precedence: “There’s quite a lot of corporations on the market that it is all about profiting, profiting, profiting, that is the underside line. For us, we at all times must care about our folks as a result of from what I realized is, you care for your folks, your workers, your clients, your group, the remaining will care for themselves.”
About Mandy Wolf Detwiler
Mandy Wolf Detwiler is the managing editor at Networld Media Group and the location editor for PizzaMarketplace.com and QSRweb.com. She has greater than 20 years’ expertise overlaying meals, folks and locations.
An award-winning print journalist, Mandy brings greater than 20 years’ expertise to Networld Media Group. She has spent almost twenty years overlaying the pizza business, from impartial pizzerias to multi-unit chains and each dimension enterprise in between. Mandy has been featured on the Meals Community and has gained quite a few awards for her protection of the restaurant business. She has an insatiable urge for food for studying, and may let you know the place to seek out the perfect slices within the nation after spending 15 years touring and consuming pizza for a residing.
