A Story Of Growth From Franchise Ownership To National Advocacy
No one understands the life-changing power of franchising — and the importance of franchise consultants — quite like Randy Cross. He’s lived it. In 2002, he connected with franchise consultant Mark Pasma, who introduced him to the Fish Window Cleaning® franchise. Their first conversation opened the door to a future filled with purpose, opportunity and financial independence. “Without Mark, who walked me through the process, I would not be here today,” Cross says. “He became a lifelong friend and trusted advisor. I hope every franchise consultant out there knows the lives they’re changing by helping people like me get into business through franchise ownership.”
Today, Cross is president and a top-performing franchisee for the brand, which is known for its commercial ground-level window cleaning model and family-friendly business hours. “We are a ‘no nights, no weekends and no holidays’ business.”
Cross built a thriving business and now leads the very franchise system that helped him succeed. As a leader, his approach is rooted in transparency and trust. “Honesty, integrity, teamwork and open communication are high on my list. I am blessed to own a top-producing franchise location in our system, and I empower my leadership team at my location to make decisions as long as they are rooted in the Fish Window Cleaning system.”
He credits the franchise model for giving him the tools he needed to become a business owner. “Franchising absolutely changed my life. I wouldn’t have had the ability to start a business from scratch, but with the proven systems and support, I was able to build something successful and give back to the community.”
That journey came full circle when Cross was invited to testify on Capitol Hill to advocate for franchise businesses. “At first, I was a little nervous, but it was an honor to represent Fish Window Cleaning and franchisees everywhere,” he says. “Lawmakers need to hear from us. Franchises aren’t giant corporations — they’re local small businesses.”
Cross urges fellow franchise owners to get involved in advocacy efforts. “If we don’t tell our stories, no one else will. We need to protect and promote this model so more people can find success like I did. Thanks to franchising, I’ve been able to provide for my family, support my church, and live a life I’m proud of. And it all started with one phone call.”
Q&A: Randy Cross, Fish Window Cleaning
I am so thankful to be part of an organization that comes alongside me to help me build a successful business.
1. What is your favorite franchisee success story?
As a franchisee myself before joining the corporate staff, my own story is one of my favorites. I was so nervous to make a decision to join Fish Window Cleaning and to leave my corporate job. It turns out that was a great decision and all I needed to do was follow the system that FISH taught me. I now have all kinds of favorite stories as I have watched others like me who were as nervous as I was. They came in, followed the FISH system and have made a great business for themselves.
2. What is your favorite mantra or motto?
There was a movie called What About Bob and in the movie, Bill Murray talked about ‘baby steps’ throughout the film. I love the thought of baby steps. Every day I get up and think about how I can be just a little bit better than I was yesterday. That doesn’t mean I don’t have days where I might fall backward from time to time, it just means that every single day my goal is to be just a little better than yesterday.
3. Who do you admire in franchising?
The list is long but here are a few. Mike Merrick, of course is at the top of the list for starting and leading Fish Window Cleaning. Mike loves to keep things simple and loves steady, consistent growth and happy franchisees. That is what he is after and he remains laser focused on those two simple objectives.
I have also come to know many leaders at the International Franchise Association over the years, and I appreciate their passion for franchising. People like Doc Cohen (longtime Great American Cookie franchisee), Catherine Monson (CEO of Propelled Brands), Steve Hockett (CEO of Great Clips), and Mary Kennedy Thompson (CEO of BNI) come to mind. I also really admire Matt Haller, President and CEO of the International Franchise Association (IFA), and Michael Layman, IFA’s Chief Advocacy Officer. Those two guys work harder than anyone I know to protect, promote and enhance franchising.
4. What do you love about franchising?
I know it is a cliché answer, but it is absolutely being in business for myself, but not by myself. I am so thankful to be part of an organization that comes alongside me to help me build a successful business. While I get to make the decisions for my own operation, I feel like I have 220 other friends who are helping me as fellow franchisees. I also have the support of a phenomenal corporate staff.
5. What is your greatest career accomplishment?
As a franchisee, I was awarded Franchisee of the Year way back in 2005. I am incredibly blessed to now serve as President of the FISH. I absolutely love working for the Merrick family, who owns Fish Window Cleaning and helping them lead their company.
Learn more about the Fish Window Cleaning franchise.
