Meet Tom Donovan and Katie Cruz, the dynamic father-daughter duo who have found tremendous success as franchise partners with Capriotti's. After retiring from a distinguished 32-year career in the media industry, Tom wasn't ready to slow down. Instead, he embarked on an exciting new venture with his daughter, Katie. With her culinary expertise and his management acumen, Tom and Katie set out to bring Capriotti's to Millsboro, Delaware, just a few hours away from where Capriotti’s was originally founded in Wilmington, Delaware. As multi-unit operators, they have transformed their passion into a thriving business, captivating their community and setting a new standard for franchise excellence.
From Media to Meals: Tom’s Transition
Tom's background in media is extensive and impressive. He worked for the USA Today network, managing various newspaper, digital, and social media outlets. However, despite his success in media, he had always harbored a passion for the restaurant industry and delivering outstanding service. In his early teen years, Tom worked at a local beach restaurant and a breakfast dive, experiences that left a lasting impression on him. After college, though, he moved away from the culinary world and into media, where he would stay until his retirement in 2019.
On the other hand, Katie took a different path to Capriotti's. She attended culinary school in Charlotte and gained experience in catering. Although she enjoyed the culinary world, her passion for the industry was driven by her love for interacting with customers and building a sense of community through serving excellent food.
The Decision to Franchise with Capriotti's
Both Tom and Katie were already fans of Capriotti's before deciding to franchise. They appreciated the brand's commitment to quality and its strong community presence, particularly in Delaware, where Capriotti's has deep roots. After thorough research and numerous conversations, Tom and Katie felt confident that Capriotti’s embodied the perfect combination of their skills and experience. They decided to dive in, feeling like they were a part of the Capriotti's family from day one. “The entire franchise development team made us feel so supported and welcomed,” Tom states. “When they say Capriotti’s feels like a family, they mean it because it truly does.”
Their journey officially began in June 2022, when they opened their first Capriotti's location. Tom describes it as a "labor of love," emphasizing that everything starts and ends with the customer. Their commitment to quality and customer satisfaction has been the cornerstone of their success, and it shows in their excellent reviews and repeat customers.
The Power of Teamwork
Tom and Katie have built a stronger bond by operating a franchise together. They each bring unique experiences and perspectives to the business, which has been key to their success. Tom's management expertise and Katie's culinary arts background complement each other perfectly. As a father-daughter team, they address challenges collaboratively, valuing each other's input and always aiming for the best solution.
As Tom and Katie continue to grow their Capriotti's franchise, they remain committed to Capriotti’s core values, their shared vision, and each other.
Emphasizing Capriotti's Core Values
Passion – Be the Best: Tom and Katie’s dedication to excellence is evident in their meticulous approach to every aspect of their Capriotti's franchise. From the food quality to the customer experience, they strive to be the best, reflecting Capriotti’s commitment to passion.
Family—Care about People: Tom and Katie's father-daughter bond exemplifies the family value at the heart of Capriotti’s. Their genuine care for their customers and community creates a welcoming atmosphere that embodies Capriotti’s family-oriented culture.
Integrity—Walk the Talk: Integrity is paramount to Tom and Katie. Their consistent dedication to quality and customer satisfaction shows that they truly walk the talk, ensuring their actions align with Capriotti’s high standards.
Profitability – Everyone Wins: By focusing on creating a thriving business that benefits both their family and their community, Tom and Katie demonstrate how profitability can be achieved with a win-win mindset, staying true to Capriotti’s value that everyone wins.
Genuineness – 100% Real: Tom and Katie’s authentic passion for the restaurant industry and genuine customer interactions highlight their commitment to being 100% real. Their sincerity and transparency resonate with Capriotti’s value of genuineness, which has fostered their loyal customer base.
Hear from Tom Donovan by clicking the video below:
Looking Ahead
Tom and Katie's initial franchise deal included three locations, and they are already working with Capriotti's real estate team to find sites for their second and third stores. As they look to the future, they remain dedicated to providing the best fast-casual food in Delaware and expanding their impact through new locations.
For families considering a franchise, their advice is simple: be prepared to work hard, stay committed to quality, and embrace the community. Tom and Katie highlight that the support from Capriotti's corporate team has been phenomenal, providing them with the confidence and resources needed to navigate the challenges of opening and running a restaurant.
Tom and Katie’s story is a compelling example of how family, hard work, and a commitment to quality can lead to success in the franchise world. Their journey with Capriotti's has brought them closer together and enriched their community.
