In this first episode of our Token Series, host Bob Lozano sits down with Pedro Villagrán, a global leadership executive and TEDx speaker, to explore what it takes to lead high-performing teams across industries and continents. Pedro shares his insights on the power of structure, the importance of servant leadership, and why world-class customer service is built on empathy, consistency, and human connection.

Listen in to learn how Pedro’s leadership philosophy blends operational discipline with heart—and why culture, not just strategy, drives real business growth.

00:00 Introduction to Leadership and Experience 02:57 The Dynamics of Business Structure 06:08 The Importance of Customer Service 09:08 Balancing Efficiency and Human Connection in Customer Service 11:55 The Impact of Technology on Business 14:52 Cultural Differences in Work Ethic 17:47 Incentive Structures and Their Importance 21:07 Non-Negotiables in Leadership 23:57 Life Currency and Leadership Lessons

About us: Bob Lozano is the CEO of F&P Group, a company involved in restaurant management, commercial real estate, and digital marketing. Coming from a family of franchise owners, he's a passionate entrepreneur who builds successful businesses and creates positive company cultures. Bob is dedicated to exceeding expectations and making a positive impact.

Interested in starting, growing, or improving your work with multi-unit franchises? Learn more below.

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