When new franchisees Jay Nirula and Mike Albright opened the doors to their Pacini franchise, they introduced Ontario’s pizza and pasta lovers to a Quebec-based favourite
By Stefanie Ucci
Take a seat with any business owner and you’ll quickly discover that becoming an entrepreneur is a significant life decision—one that, for prospective franchisees, inevitably begins with the choice of which brand to invest into. It’s a decision that can’t be taken lightly and will ultimately spell out the course of one’s franchise ownership journey.
For new franchisee Jay Nirula, the decision to franchise with the Pacini brand was the result of thorough research. It was an opportunity to be more than just a number—he saw it as a chance to make a difference in a company that could spur innovation and success for years to come.
Nirula purchased a Pacini franchise with business partner Mike Albright, and together they officially opened their doors to hungry guests in January 2023. He says that he and Albright believed their business acumen aligned well with what Pacini needed in Ontario, and they saw an exceptional opportunity to establish the brand’s first location in the Greater Toronto and Hamilton Area—something not every franchisee has the privilege to claim.
“Working with Pacini has been a positive experience. They’re easy to collaborate with, show respect for our expertise as franchisees, and above all, have provided us with a unique restaurant concept that we believe will thrive in this area,” says Nirula of his franchise located in Mississauga, Ontario.
Cheese the day
With a strong presence in Quebec, and a growing presence in Alberta and Ontario, Pacini is poised for success in the Ontario market. Nirula and Albright’s franchise is just the beginning for this Italian restaurant’s journey in the province.
“Pacini aims to provide its guests with a genuine taste of Italian cuisine, emphasizing quality and authenticity in its menu offerings,” explains Nirula. “The goal is to create a dining experience that reflects the rich culinary traditions of Italy.”
He adds that the brand is built around two primary pillars: people and food. “First and foremost, Pacini places a strong emphasis on the importance of people,” he says. “This includes both staff members and guests. The belief is that the magic of Pacini happens through the dedication and passion of its people, who contribute to creating a positive and memorable experience for everyone involved.”
As for the second core element, that’s the dedication to delivering an authentic Italian food experience for guests. “Overall, Pacini positions itself as an upscale casual dining experience. This means providing a high-quality dining atmosphere coupled with excellent personalized service,” says Nirula.
So, what brought these two franchisees together under the roof of their new-build Pacini franchise? A desire to succeed with a business venture and to experience a new opportunity—without having to be experts in every facet of running a successful restaurant.
Nirula’s background lies in finance as a chartered professional accountant, which has provided him a strong understanding of the operational and financial aspects of their business. Albright brings previous business ownership, having owned and managed another franchise restaurant.
So far, in the early years of their franchise journey together, Nirula says he’s been able to immerse himself in the day-to-day operations of the restaurant and has gained hands-on experience in various aspects of the business—everything except for the actual cooking.
“The franchise concept is designed to offer franchisees a considerable degree of freedom in operating the restaurant as if it were their own [independent] business,” notes Nirula. “This approach allows for flexibility and creativity while maintaining the overall standards and values of the Pacini brand.”
Anything is pasta-ble
With just over one year under their belts, Nirula says his and Albright’s experience as Pacini franchise owners has exceeded their expectations.
“A particularly satisfying aspect of the experience is the responsiveness of Pacini to our legitimate concerns. For instance, the acknowledgment of varying tastes and preferences in the demographics of Mississauga led to modifications in our menu items,” explains Nirula. “Pacini’s willingness and ability to accommodate these needs demonstrate a commitment to adapting and catering to the specific preferences of our local community.” These adaptations include the addition of halal menu items, with more to come in the location’s next menu iteration, and different alcoholic beverages based on local preference and availability.
Their positive franchise experience can be characterized by strong support, effective communication, and a shared commitment to addressing challenges and meeting the unique demands of the market, he adds. Even though Pacini’s inception was in neighbouring Quebec, it seems guests in the next province over have unique taste preferences—which makes flexibility and support from the franchisor even more important as they develop the brand in Ontario.
As for challenges, well, those are to be expected. In the initial year as a business owner, one can bank on operational hiccups—and Nirula and Albright encountered their own fair share. Training new staff was an exceptional hurdle, as there is an abundance of processes and habits to learn: front-of-house and heart-of-house operations, learning the systems, establishing relationships with suppliers, attracting and retaining guests, and addressing issues related to both service and food, explains Nirula.
When it comes to marketing their franchise, the duo experimented with various options such as billboards, print, local mailings, and social media to fully understand what worked best for reaching their target audience of foodies in their community.
“The key to overcoming these challenges was effective communication and collaboration [with the franchisor],” says Nirula. “Listening to each other’s perspectives and insights played a crucial role in addressing issues and finding solutions.” Eventually, they narrowed their focus to social media, recognizing its effectiveness in the market, and now publish interactive—and mouth-watering—content on Facebook, Instagram, and LinkedIn.
The pesto’s yet to come
Having come from progressive careers prior to franchising, Nirula says he and Albright can pinpoint a few items they wish they had known before launching a franchise.
The first is the complexity of operations. “Understanding the multitude of moving parts in a restaurant of our size is crucial. Managing people, ensuring a positive guest experience, and maintaining various operational aspects require constant attention and effective coordination.”
Second is about guest experiences in the current digital landscape, which includes truly recognizing the power and impact of social media—a powerful platform where each and every guest can share their opinions.
Third is equipment challenges. “Be prepared for the inevitable breakdown of equipment, especially at the most inconvenient times,” says Nirula, adding with a laugh that equipment tends to malfunction on the busiest of days those times when you need it working the most!
Fourth is adaptability in the face of challenges. “Whether it’s unforeseen circumstances, unexpected breakdowns, or evolving customer preferences, having a mindset that embraces change and problem solving is essential for success.”
Finally, he emphasizes the importance of continuous learning. “Staying updated on industry trends, customer preferences, and operational best practices is crucial for staying competitive and ensuring long-term success,” he notes.
Ultimately, Nirula advises budding entrepreneurs to be prepared for new and numerous responsibilities with a franchise, always expect the unexpected, be willing to invest in quality staff to represent the business, foster open and honest communication, cultivate respectful relationships—and prepare for some long days and sleepless nights!
“Remember that each challenge is an opportunity to learn and grow,” advises Nirula. “With the right mindset, dedication, and a collaborative approach, a Pacini franchise can be a rewarding venture.”
Learn more about franchising with Pacini
