Bruster’s Real Ice Cream Testimonial: California

Before opening his Bruster’s Real Ice Cream location in California, Emad Boutros spent decades running his own businesses. He owned an Italian deli in New York, then moved into the liquor retail industry after relocating west. Although he has years of experience behind him, he wanted something different, something with structure, growth potential, and a stronger sense of community.

“I was putting a lot of effort into my business,” he recalled, “and I always liked the franchise model.” When the time came to sell his liquor store, he decided franchising was the right path forward.

Discovering Bruster’s

Emad began his search online, starting with FranchiseOpportunities.com. That first search changed everything.

“I remember looking into a few food businesses,” he said. “But as I was reading about Bruster’s, I liked the idea.” Within hours of submitting his inquiry, the Bruster’s team reached out. “That was the first thing that attracted me to them, their fast response and how efficient they were.”

Bruster’s stood out immediately. “They were the first to respond,” Emad said. “They were organized, efficient, and not pushy at all.” Other franchise concepts took days to reply or seemed disorganized.

A Family Behind the Brand

After his initial call to Bruster’s, Emad received their franchise information promptly and was able to set up his first Discovery Meeting shortly after. That meeting, he said, solidified his complete confidence in the brand.

“You feel like you’re getting into a family,” he explained. “They explain everything to you in black and white. They meet you, ask you questions, and don’t just make decisions for you.”

By the time Emad participated in Bruster’s final step of Discovery,  Meet the Team Day, Emad estimated he was “10 percent sure” he would join Bruster’s. “I left 70 percent sure,” he said. “And the other 30 percent came from Kim Ellis, VP of Franchise Development & Legal, and Dave Guido, VP of Franchise Support, who helped me step by step until I signed the agreement.”

He remembers one moment in particular that sealed the decision. “Kim sent me a video about a franchisee who went through a tragedy, and the whole company stood by him,” he said. “That was the part I loved most. You feel you’re not just getting into a business, you’re getting into a family, and they all support you.”

Structure You Can Rely On

From store design to marketing, Emad described the Bruster’s team as “very efficient, very professional.” Their support, he said, didn’t end after signing the franchise agreement.

“There’s not even one time that I had a question and they didn’t respond,” he said. “They always answer our calls, whether it’s marketing, store design, or anything else. They go step by step with you.”

Bruster’s Corporate Training also left a lasting impression.. Emad and his manager traveled to Bruster’s corporate offices in Pittsburgh, PA, before their store opening. “It was very efficient,” he said. “We came back from that trip knowing exactly what needed to be done. They hold your hands until you’re ready to move forward.”

Settling Into Ownership

Owning a Bruster’s has surpassed Emad’s expectations financially, professionally, and personally. “It’s more than I expected,” he shared. “I didn’t expect that they’d support you as much as they do, even today.”

As an owner-operator, his work-life balance has improved significantly. “Before, I was there myself all day,” he said. “Now it’s different. I can come and go as I please. The system is easy to follow, and everyone on the team knows what to do.”

He typically spends about five to six hours a day in the store, focusing on operations and customer service, two areas where his background shines. “Customer service was always my priority,” he said. “And it’s something Bruster’s really teaches you to value.”

Final Thoughts

Looking back, Emad says he would “100 percent” recommend Bruster’s to anyone considering franchise ownership. “Because of the support, the structure, and the way they put you on the right path,” he said. “They help you succeed.”

He summed it up simply. “My appreciation to the Bruster’s family, from the CEO to the marketing team to everyone else, they’re all awesome people. Trust them. Work with them. They put you in a position to succeed. There’s no doubt about that.”