They're Lovin' It as McDonald's Franchisees in Suwanee

Mike and Vivian Hernandez are joined together by more than marriage; they're business partners in a growing business that now includes five McDonald's franchises. To have a conversation with them is to know them. They're warm, inviting, and down-to-earth people who have a unique story that anyone would admire.  

Their connections to Suwanee and Duluth are as owner-operators of familiar locations: Peachtree Industrial Boulevard and McGinnis Ferry Road in Suwanee; Old Peachtree and Buford Highway in Duluth; Peachtree Industrial and Pleasant Hill in Duluth; Hwy 120 at I-85 in Duluth; and Peachtree Parkway in Norcross. Mike is responsible for the day-to-day operations, while Vivian handles the back-office duties to keep the business running.

During the late '80s the couple lived in Miami. Vivian was a lawyer and Mike was an insurance claims manager. Mike worried about corporate downsizing and the uncertainty of employment in a corporate setting. So he explored possibilities for starting his own business and settled on the idea of becoming a McDonald's franchisee.

In 1990 after completing the training to be a franchise operator, the couple's first big decision was location. Demand for McDonald's franchises in Florida was high at the time and there was a wait to open a store. So the couple negotiated a deal with McDonald's and purchased ownership of a store in Puerto Rico where Vivian's family lived.

In their first year in Puerto Rico, the couple doubled the sales at the store. Their secret was community  involvement and establishing relationships throughout the area.

Mike tells a great story about residents coming to the drive-thru on horses (I'll share the picture with Patch readers if I can get it). After two years of operation, McDonald's offered them a second store on the island and later a third store. It was affirmation that the Hernandezes were doing things well.

After 9/11, tourism declined and the tax code changed for American companies with operations in Puerto Rico.  Mike decided it was a good time to sell the business before the economy on the island experienced a large hit. He discussed this with the McDonald's corporate office and they offered the Hernandez a three-store swap. So in 2002 the Hernandez moved back to the U.S. and became owners of three of their existing locations. They were the first Hispanic McDonald's franchise operators in the Atlanta metro area.

As entrepreneurs, the Hernandezes do more than run a fast-food store each day. They are business thinkers and are willing to try new things and adapt their business to stay relevant to the community they serve. A great example is the 24-hour drive thru. The Hernandez worked with McDonald’s corporate to try this service for 90 days and measure the results. It was successful. Mike, with quick wit, describes the experience in these words “I couldn't believe it. I was making money while I slept.”

Two other examples of staying relevant are the inside-store free Wifi for customers and the offering of hotcakes at any time. Mike says he does sell a good many pancakes after breakfast and through the day. The Hernandez even had a custom sign made to notify customers of the service.

Vivian handles much of the staffing responsibility. She works with an online application system used by McDonald's and sets up interviews with candidates. Vivian says that workers “need to be fast, accurate, and friendly.” The couple does have a core employee base and will at times rotate them between stores as needed for scheduling. Over half of their existing staff has been with them since they assumed ownership of the stores in 2002. This speaks volumes to how the couple treats, respects, and values their employees.

Vivian says, “This is a business you really have to love, and we really love this business.” The couple are big proponents of McDonald's and maintain a constant contact with corporate guidance. “It's a partnership” Mike says. While the couple works very hard to operate their business they also enjoy some of the flexibility that comes with business ownership. It allows them to set the hours they want to work.

If you visit one of their stores, there's a good chance you'll see Mike. He visits each of his stores daily and frequents the lobby to talk to customers. He wants his stores to have a neighborhood feel. The business has become like family for the Hernandez. They're lovin' it.