Every successful franchise network has two types of franchisee: the experienced operator who proves the model works long term, and the ambitious newcomer taking the leap for the very first time.
For Petpals, celebrating 25 years in business this year, those two stories are colliding in a particularly meaningful way. While long-standing franchisee David Gray marks 20 years with the brand, new recruit Andy Tierney is only just beginning his own entrepreneurial journey – supported by the very network David has helped shape over the last two decades.
Here, Kevin Thackrah discusses why franchise longevity is ultimately built on people, culture and the ability to support entrepreneurs at every stage of their journey.
David joined Petpals two decades ago after searching for a business opportunity that offered both long-term potential and values he genuinely connected with. His journey reflects not only how the business has evolved over the last 25 years, but also how the fundamentals of the pet-care sector have remained remarkably consistent.
“When I first joined, I wanted a business I could be proud of,” said David. “Two decades later, I’m still just as passionate about what we do. That says a huge amount about the people behind the brand and the culture we’ve built. The pet-care industry has evolved massively over the last 20 years, but the core need for reliability, professionalism and genuine care has never changed.”
The industry itself has become significantly more competitive during that time, with customer expectations continuing to rise and professionalism now more important than ever. However, the demand for trust, reliability and genuinely personalised care remains central to long-term success in the sector.
Today, David not only manages a loyal client base in Darlington but also supports the next generation of franchisees through his role as Brand Development Manager. That peer-to-peer support has become one of the defining strengths of our network over the years.
“Seeing new franchisees enter the network with the same enthusiasm and ambition that I had 20 years ago is fantastic,” David added. “There is a deep-rooted culture of peer-to-peer support here, which is exactly why the business is still growing after 25 years.”
One of the newest franchisees benefiting from that support is Andy Tierney, who launched Petpals Halesowen earlier this year following a career spanning the Armed Forces, policing, hospitality and acting.
Andy’s journey into franchising reflects a growing trend of experienced professionals seeking a more structured and supported route into business ownership. Increasingly, prospective franchisees are placing greater emphasis not only on the strength of the business model itself but also on the culture and longevity of the network behind it.
For Andy, it was the professionalism of the brand – alongside the visibility of long-standing franchisees like David – that gave him the confidence to make the leap.
“What really stood out to me was Petpals’ sheer professionalism,” Andy explained. “They’ve been leading the market for a long time because they care about protecting their reputation and ensuring the right fit. The more I learned, the more confident I became. Since making the commitment, I’ve never looked back.”
The onboarding process and collaborative nature of the network have also played a major role in helping Andy transition smoothly into business ownership.
“The training and onboarding support have been exceptional,” he said. “I had transparent, rigorous conversations with the management team before joining. It was clear Petpals ensures the opportunity works for both sides, and having someone as experienced as David as a constant source of support has been invaluable as I scale my business.”
As we celebrate our silver anniversary year, the relationship between experienced franchisees and new starters continues to highlight one of the biggest drivers behind sustainable franchise growth: community.
Longevity in franchising rarely happens by accident. It comes from robust systems, continuous innovation and a network of franchisees who genuinely want to see one another succeed. For Petpals, the combination of David’s 20 years in the business and Andy’s decision to begin his journey today offers a powerful reflection of the resilient and supportive culture we’ve built over the last quarter of a century.
