A Coffee, a Clinic, and a Comeback—Powered by FYZICAL

One cup of coffee sparked a dream—a vision to build something of their own, rooted in purpose, partnership, and a deep desire to care for others. Years later, that dream nearly collapsed under the weight of exhaustion and uncertainty. Just as Leslie Glenn, PT, COMT, and Robert Roten, PT, COMT, were ready to walk away, FYZICAL stepped in—with the strategy, support, and lifeline they didn’t know they needed.

Today, the FYZICAL 2025 Franchisee of the Year Nominees are the proud co-owners of FYZICAL Lubbock and FYZICAL Lubbock Southwest, two thriving clinics built on faith, resilience, and a mission to help people move better, live better, and truly change lives—one patient at a time.

Q: How did your partnership as physical therapists begin? 

Robert: Leslie and I met over 30 years ago in PT school—she was a year ahead of me. I was also a PT assistant at our local hospital and had already signed an agreement to return there full-time once I graduated. I remember telling her, “You have to come work at the hospital too—I’ll be there in a year.” We share the same values, work ethic, and faith, and I knew we’d make a great team. The hospital launched its outpatient rehab center shortly after, and we got to start it together. That’s really where our journey began.

Leslie: Robert and I had been working together at the hospital for about ten years when one day he said, “Want to grab a cup of coffee?” So we headed to a local coffee shop and started discussing the idea of opening our own clinic. By the end of that conversation, we both agreed that it was time to explore it.

Fifteen months later, in August 2004, we opened the doors to our private practice.

It was truly one step at a time. Doors kept opening, resources showed up when we needed them, and by the grace of God, we were in the black within four months. But the reality was, neither of us had a business background, and we had no idea what we were doing. As the healthcare landscape shifted, our lack of business acumen caught up. We didn’t know how to manage the operations side of the clinic, and we started to feel it—our profit margins shrank, and in some quarters, there was no profit at all.

I had been looking at the numbers for months, recognizing something was wrong, something had to change, but I didn't know what or how.

I had honestly been thinking about an exit strategy. 

Q: How did you discover FYZICAL, and what made you take a second look?

Leslie: We had already invested time, money, and energy into another company to help with our marketing and business development, but it didn’t go well. The outcome wasn’t what we hoped for. For years, I had been getting FYZICAL’s mailers and tossing them. They all looked the same, and I remember saying, “I’m not doing this again.”

But by the first quarter of 2017, I looked at our financials and said, “This is my last year if something doesn’t change. I’ll leave the business in 2018. It’s no longer viable for me.”

Then, one day, another FYZICAL mailer showed up. This time, I actually read it. Each bullet point hit a pain point we were facing.

It was like someone was reading our mail.

That mailer hit enough of our pain points that we said, “Okay. We need to talk to these people.”

Q: What made FYZICAL the right business decision for you? 

Leslie: I had been looking at our numbers for years and watching a negative trend—but I didn’t know what to do about it. When I heard FYZICAL’s business model laid out, it clicked. I remember thinking, “Oh… that’s how you address that. That’s what that is.” 

We began to learn about FYZICAL's Vital Statistics, benchmarks, and the departmental business model. We learned about the shared success of FYZICAL clinics, and when I compared that to my own experience at the time, it answered all the business questions I had been struggling with.

I looked at Robert and said, "This model works, and it answers every question we've not known how to address."

So we jumped in. 

Q: What gave you the confidence to join FYZICAL?

Leslie: When I spoke with Chris Hincker, FYZICAL's Vice President of Franchise Development, it was a game-changer.

He gave an incredible presentation that walked us through FYZICAL’s culture, background, history, organization evolution, and business model. He didn’t just explain the model—he explained why it worked and why it had been so successful.

And when I compared that to what we were doing then, I thought, “This answers all my questions.”

But emotionally, I had hit a wall. I had a meltdown. I told Chris, “I hear all of this, and what I'm hearing is that I’m going to have to do more work. And I’ve already been working really hard for a long time—not making any money.”

He was so kind. He looked at me and said, “I hear you. I’m not going to ask you to work harder. I will teach you how to work smarter so that your work time actually achieves what you're after." 

"I’m not going to ask you to work harder. I will teach you how to work smarter so that your work time actually achieves what you're after." 

-Chris Hincker, FYZICAL Vice President of Franchise Development 

That moment was an epiphany. There were people who had gone before me. There was a proven onboarding strategy, and a clear sequence—a system. I didn’t have to invent anything. I just had to execute. If you give me direction, I’ll follow through.

I walked away knowing: "I don’t have to do this alone anymore." 

Q: How did FYZICAL equip you with the business tools to succeed as an owner?

Robert: From the very beginning—starting with FYZICAL College—we were educated and supported. We learned the business model, how to schedule patients effectively, how to run the practice—it just kept building from there. That education hasn’t stopped in the last seven or eight years.

FYZICAL College has grown tremendously, and the ongoing outreach from our Franchise Regional Consultants (FRCs) and the support team in Florida has been incredible.

The clinical education—pelvic health, vestibular, orthopedics—is just the icing on the cake. It is all built on the foundation of a strong business model.

I’ll say this: I was a straight-A student in PT and PTA school—except for one B. That one B? It was the only course with a little bit of business in it. If FYZICAL can help someone like me succeed in business, they can help anyone.

Q: How has FYZICAL helped you grow your practice?

Leslie: Since rebranding to FYZICAL, our practice has grown steadily and significantly. What started as just the two of us—Robert and I—alongside one PT assistant and a single front desk coordinator has transformed into two thriving clinics, supported by 11 clinical staff and six front office team members.

That kind of growth didn’t just happen. It happened because we found the right partner in FYZICAL and finally had the support and infrastructure to build something sustainable.

"That kind of growth didn’t just happen. It happened because we found the right partner in FYZICAL and finally had the support and infrastructure to build something sustainable."

- Leslie Glenn, PT, COMT, FYZICAL Owner

Q: How did partnering with FYZICAL change your new outlook on your business?

Leslie: For the first time in years, I felt like I had an achievable, viable path forward in the business. I hadn’t felt that in at least three years—probably longer. I had just been watching our margins shrink, the numbers trend downward, and feeling completely stuck. There was no support. I could analyze the numbers and talk about them, but I had no idea what to do about any of it. No clear next step.

But now, I finally knew where I was going. I knew what was waiting for me if I executed. And that made all the difference.

Q: What kind of ongoing support did FYZICAL provide after launch?

Leslie: We spent three days at FYZICAL Lab at HQ, and that’s when we met our FRC, RJ Williams. And man, RJ was fantastic.

There was never a time he wasn’t available. He’d hop on calls with us, check in regularly, respond to emails—he was 100% accessible and genuinely committed to helping us succeed.

I would work hard and follow everything given, but eventually, I’d hit a wall. That’s when I’d reach out to RJ and say, “Here’s where I’m stuck—what now?” And every time, RJ was right there with practical, tangible answers. He kept mentoring us, modeling what success looked like. We were learning how to monitor those metrics daily. That kind of data-driven structure was something we’d never had before.

"[FRC RJ Williams] kept mentoring us, modeling what success looked like. We were learning how to monitor those metrics daily. That kind of data-driven structure was something we’d never had before."

- Leslie Glenn, PT, COMT, FYZICAL Owner

And then, when we went through COVID, FYZICAL’s headquarters pulled together in the most incredible way. They held weekly webinars, walking us through the latest regulations and updates—what was required, what to expect, and what resources were available.

I tell anyone who asks: "If we hadn’t been part of the FYZICAL franchise system when 2020 happened, we wouldn’t still be here. We would have lost our clinic."

We would not have known how to operate or navigate all the federal, state, and municipal COVID-19 regulations on our own—not to mention the financial side. FYZICAL told us about the loans and programs we qualified for and how to apply, and created the infrastructure that allowed us to keep our doors open.

We had so much incredible support. There’s no way we could’ve done that on our own.

Q: How did FYZICAL help you go from nearly closing to opening a second clinic?

Robert:  Opening a second clinic wasn’t just a business decision but a moment of affirmation for us. After everything we’d been through, we felt this was the path the Lord was leading us to. We’ve always seen our work as a mission.

It’s a blessing to care for others, and we believe we’ve been equipped to do that. But for a long time, we lacked the business model to sustain it.

FYZICAL changed that.

"It’s a blessing to care for others, and we believe we’ve been equipped to do that. But for a long time, we lacked the business model to sustain it. FYZICAL changed that."

- Robert Roten, PT, COMPT, FYZICAL Owner

Not only did it allow us to continue doing what we love, but it gave us the structure and support to grow. We both come from a strong orthopedic background—we’re certified orthopedic manual therapists.

Once we joined FYZICAL, our clinical world expanded dramatically. We became vestibular therapists, pelvic health therapists, concussion-certified therapists. Suddenly, we weren’t just treating musculoskeletal issues—we were helping patients with dizziness, pelvic floor dysfunction, neurological conditions, and more.

Our original clinic got so busy—six or seven clinicians, patients constantly coming and going—that we were practically on top of each other.

We hit a point where we had to ask: "Is it time to expand?"

FYZICAL has an entire team dedicated to helping owners open second clinics, and they walked us through every step. They met with us, educated us, filled in the gaps in our knowledge, and gave us the tools and guidance to make it happen. 

"Once we joined FYZICAL, our clinical world expanded dramatically. We became vestibular therapists, pelvic health therapists, concussion-certified therapists...helping patients with dizziness, pelvic floor dysfunction, neurological conditions, and more."

- Robert Roten, PT, COMPT, FYZICAL Owner

Q:  How has FYZICAL helped you overcome early challenges in growing your second clinic? 

Leslie: We initially struggled to meet our budget goals when we launched our second clinic. We dug into FYZICAL Business Intelligence and FYZICAL DMR and quickly realized that our marketing wasn’t performing as it needed to.

We then went to HQ for our 2025 FYZICAL Franchisee of the Year Nominees interview, and we asked if we could sit down with someone from the marketing team.

That's when Justen English, FYZICAL Director of Performance Marketing, stepped in. He sat with us for an hour and fifteen minutes—and that man didn’t take a single note. He asked questions, talked with us, and genuinely listened to us. 

"That's when Justen English, FYZICAL Director of Performance Marketing, stepped in. He sat with us for an hour and fifteen minutes—and that man didn’t take a single note. A few days later, he sent us an email—not a recap but a full-blown action plan."

 - Leslie Glenn, PT, COMT, FYZICAL Owner

A few days later, he sent us an email—not a recap but a full-blown action plan. He also let us know FYZICAL was sending out a Local Marketing Consultant (LMC) to help on-site. That was LMC Eileen Taylor. She spent two days on-site, and let me tell you, she’s a flipping rock star. 

She spent two full days with our team, side by side with our marketing staff, and even spent an evening just talking with Robert and me. Since that visit, we’ve watched our marketing improve month over month. It was a turning point. So that is just the latest iteration of how we reached out to FYZICAL, and they provided what was needed.

And the results? Our Southwest clinic was in the black this past June for the first time. I don’t think that’s a coincidence—I believe it directly resulted from what we learned from Eileen and the support FYZICAL gave us when we asked for help.

And it has made all the difference.

Q: What did it mean to be recognized as a 2025 FYZICAL Franchisee of the Year Nominee?

Robert: I was dumbfounded. Honestly shocked, and surprised. There are hundreds of FYZICAL locations now, and even being considered is incredibly humbling. We’ve just been doing the work, showing up every day to serve our team and our patients. To be noticed for that... I can’t express how much it meant. 

Leslie: I remember getting the email from Scott Wendrych, FYZICAL's COO. I didn't open it right away. I read his email and my jaw dropped. Then I reread it to make sure I understood what I was seeing. Then I asked Robert to read it.

I was completely in shock. I had to process what I was reading.

For over 20 years, we've been in the metaphorical trenches caring for our team and caring for our patients and investing in our community. We've built a reputation here and never expected any external acknowledgement.

There has been no greater compliment to me professionally than being considered for this. I was stunned. I didn't have words, which brings an intrinsic encouragement that I don't know I can adequately put into words. 

So to receive this kind of honor, from an organization we so deeply respect…there has not been any other award that I've been nominated for that is as meaningful as this was to me.

Q: How has FYZICAL's clinical model elevated your patient care as a physical therapist?

Leslie: One of the biggest game-changers for me is FYZICAL’s 40-minute one-on-one treatment model. I always felt like I gave quality care, but having 40 uninterrupted minutes with each patient has taken my clinical care to another level. I can be fully present, provide truly skilled treatment, and still meet productivity and compliance standards. 

My favorite part of this work has always been connecting with people—sharing what I’ve learned, using my skill set to improve their quality of life, and watching the light bulb moments when something finally clicks.

This model lets me build genuine rapport and be part of my patients' success stories in a deeply personal and rewarding way.

"One of the biggest game-changers for me is FYZICAL’s 40-minute one-on-one treatment model. I always felt like I gave quality care, but having 40 uninterrupted minutes with each patient has taken my clinical care to another level."

Leslie Glenn, PT, COMT, FYZICAL Owner

Then there’s the documentation side. FYZICAL helped us transition from our old EMR to WebPT. Now, we’re preparing to switch to Prompt, which I believe will increase our efficiency even further and significantly reduce the documentation burden.

Without FYZICAL's support, I wouldn’t have known about these resources—or had the guidance to make those transitions smoothly.

Robert: Early in my career, there were things I wish I’d had—support, mentorship, new learning opportunities. And now, being in a position to provide those things to others brings me joy.

My background is in orthopedic manual therapy, focusing on differential diagnosis and treatment. That was my foundation. But when I joined FYZICAL, I suddenly realized—there was so much I didn’t know. I had no experience in pelvic health, vestibular rehab, concussion care—all of it was brand new.

FYZICAL allowed me to build on that foundation. I gained new skills that opened entirely new paths for me as a clinician. Now, I’m able to help people I never could have helped before, with conditions I wouldn’t have known how to treat.

And that’s the most rewarding part—seeing people actually get better. Watching their joy return, watching their quality of life improve... that’s what it’s all about. FYZICAL has allowed me to grow, not just as a physical therapist, but as someone who can truly change lives.

"FYZICAL has allowed me to grow, not just as a physical therapist, but as someone who can truly change lives."

- Robert Roten, PT, COMT, FYZICAL Owner

Q: How would you describe your relationship with FYZICAL?

Leslie: It feels like family. I know everyone at headquarters by name, and they’re always just a phone call away. I feel completely cared for, seen, known, and supported—and I don’t take that for granted. I don’t reach out unless I truly need to, but just knowing they’re there makes all the difference.

Whether it’s Dawn Hesse, FYZICAL Director of Franchise Operations, or our LMC Eileen Taylor, the message is always clear: “Call or text anytime.”

And they mean it.

As an owner, I’m not on an island. I have people who align with me culturally, who I trust, and who I know have my back and always have my best interest at heart. 

Robert: I feel the same way. As owners, we are meant to be here and through FYZICAL we get to continue to be here and keep doing the work we’re called to do. We feel like family within the franchise system and have created that same feeling inside our clinics.

For us, our mission isn’t just about caring for patients. It includes every member of our staff. We take that responsibility seriously—not just to pay them fairly, but to help them grow. We want to support them as clinicians, providers, and professionals, so they can give even better care to the people they serve, and go home fulfilled. 

FYZICAL has helped us build that kind of culture. 

Q: How did FYZICAL become the comeback in your story?

Robert: One of the most meaningful things FYZICAL has given us is support—real support. To know you’re not alone—to know you’ll be helped, guided, and surrounded by like-minded people who are gifted in areas you’re not—that’s life-changing.

FYZICAL Corporate is more than just a franchise headquarters. They’ve become the team the Lord placed in our lives to help us keep moving forward—personally, professionally, and spiritually. If you’re considering FYZICAL, know this: you’ll be supported. They’re truly there for you.

Leslie: For all those reasons and more, being a FYZICAL franchisee has restored my work-life balance and given me the structure and confidence to keep going. And that means everything—because for a while, I wasn’t sure I could.

Back in 2017, I started praying with greater urgency. I believed I was supposed to be doing this work, but the reality of our finances was pushing me to the edge. I remember joking in my head, “Well, if a tornado comes—on a weekend, when no one gets hurt—maybe that’s my exit strategy.” I never said it out loud, but that's how burnt out I was. 

Then FYZICAL happened. And I remember thinking, “Lord, you really are smarter than me.” This was so much better than any natural disaster. Thank you for that.

FYZICAL didn't just save our business.  It gave me the confidence, energy, and outlook to keep doing the work I’ve been called to do.

"FYZICAL didn't just save our business.  It gave me the confidence, energy, and outlook to keep doing the work I’ve been called to do."

- Leslie Glenn, PT, COMT, FYZICAL Owner

Thank you for your time.

Read more franchisee stories here.