Facing the first major crisis of my career as a CEO, I learned how transparency, empathy and decisive leadership can turn a failing market into a thriving one. When you take on the CEO role, you expect to face challenges, strategic pivots, competitive pressures, maybe even a recession or two. Looking back, that crisis taught me more about leadership than any business school case study ever could. Lessons learnedNavigating a franchise crisis requires more than quick decisions — it demands thoughtful, values-driven leadership. Compassion and Accountability Must Coexist - Crisis leadership demands empathy and action.