Kristen Gerzewski and Josh Mulhollan own a Zoom Room franchise in Chandler, Arizona. Josh is a former police officer and Kristen worked for years in sales and marketing and the couple saw the potential in franchising as a way to create a business that resonates with their shared values.
They chose Zoom Room not just for its proven model, but for the opportunity to empower pet owners and foster stronger bonds between dogs and their humans. In just one year, they’ve nearly doubled their revenue and have been awarded at Zoom Room for the most memberships in the system.
Zoom Room was established in 2007 and is a venture-backed, revolutionary indoor dog training gym that focuses on deepening the bond and communication between dogs and their human companions through socialization, positive reinforcement, human education, and interactive learning.
Franchise Chatter (FC): Why did you take the leap from a different career to open a Zoom Room franchise?
Kristen Gerzewski (KG): Josh found our dog, Koda abandoned in a dumpster. When we took him home to adopt him, he needed training desperately. We tried all different training methods, but when we discovered Zoom Room, it helped guide us to the use of positive reinforcement training. We saw the best results from positive training, and then with Zoom Room, we also saw a proven business model.
Although we loved our previous careers, we really wanted to work for ourselves and create a space where dog owners could feel supported, see real progress, and have fun with their dogs—all while running a business that aligned with our values.
FC: Since you have been honored at the Zoom Room level for the most memberships at your location, what are your secrets to client retention?
Josh Mulhollan (JM): Retention comes down to building relationships with our clients and delivering them real value. We make sure our clients feel recognized and appreciated, whether that’s through personal follow-ups, milestone celebrations, or just remembering small details about them and their dogs. We also focus on customer success—making sure clients see real progress in their training so they stay engaged. Sometimes that means talking about things outside of the curriculum for the day.
FC: What support do you receive from the Zoom Room home office and how does it impact you on the store level?
KG: The home office provides strong branding and proven training methods, which makes running the business relatively simple. The overall Zoom Room franchise system gives us the structure and tools we need to focus on growth. Their support allows us to concentrate on marketing, client engagement, and optimizing operations rather than reinventing the wheel.
FC: How does your business impact the community?
JM: We’re more than just a training facility—we’re a place where people build confidence with their dogs, strengthen their bond, and become part of a like-minded community. Whether it’s helping families with new puppies, offering agility training as an outlet for high-energy dogs, or supporting local rescues, we create a space where both dogs and people thrive.
FC: How do you stand out from the competition in your market, as there are a lot of pet businesses out there?
KG: We focus on positive reinforcement, structured training, and a premium client experience. Unlike many training facilities that offer one round of 6-week classes, our membership model helps people stay consistent for multiple months, leading to better results. We also offer indoor agility training, which is also pretty unique to our area. Plus, our customer service is a priority—we go beyond just training dogs; we educate and support owners so they feel empowered.
FC: What is your advice to aspiring franchisees who aren’t sure where to start?
JM: Start by identifying what excites you (for us, it was dogs), and then identify who you want to serve. Money is great, but choosing something where you feel like you’re making an impact is even better.
After you find a company that aligns with you and your values, the next step would be to focus on learning the core systems that drive success for them—whether that’s customer engagement, marketing, or operations. Having strong business fundamentals and understanding how to retain customers is key.
Don’t be afraid to seek out mentors or others who have done it before too—learning from people ahead of you can save you a ton of time and effort.
FC: What are you most excited about regarding the future of Zoom Room?
JM: We’re excited to see how the Zoom Room curriculum continues to grow and evolve. There’s so much potential to reach more pet owners, build a stronger community, and scale our impact. With us being involved in dog sports, we are hoping to be able to offer more and more variety with our classes! Personally, we’re always looking for ways to refine operations, improve client success, and create an even better experience for both dogs and their owners. The pet industry is booming, and we’re excited to be part of that growth.
