In this episode of Scaling the Gap, host Madeleine MacRae welcomes Kelley Hoven, Brand President of Gatsby Glass, an emerging powerhouse in the glass solutions industry. With more than 30 years in sales and marketing, including 24 years in franchising, Kelley brings a rare blend of corporate acumen, entrepreneurial grit, and deep insight into what it takes to build a brand from the ground up.

Kelley shares her journey from corporate franchising to employee number one at Gatsby Glass, guiding the company from concept to national recognition. She and Madeleine explore the strategy behind building a luxury brand in a male-dominated field, the evolution from shower enclosures to large-scale commercial projects, and how "backbone" culture and intentional leadership fuel growth.

This conversation digs into the unexpected hurdles of franchising, the surprising joys of building a disruptive brand, and why true success is measured not just by money, but by joy, gratitude, empowerment, and lasting impact.

Key Takeaways

• Why franchising requires grit, will, and determination more than prior industry experience
• The hidden challenges of "semi-absentee" ownership and why involvement matters
• How Gatsby Glass turned disruption into strategy through elegant branding and innovation
• The role of "backbone" culture in creating empowered, collaborative teams
• Why a luxury brand must balance sophistication with strategy to serve its clients
• Lessons from franchising: You can teach skills, but you cannot teach drive

• [00:00] Introduction to Kelley Hoven
• [04:15] Gatsby Glass origins and early strategy
• [05:37] Elevating beyond the status quo and brand sophistication
• [08:40] Entrepreneur Magazine recognition and team accolades
• [09:42] Hiring mistakes, growth mindset, and grit in franchising
• [15:19] Unexpected joys: disruption in local markets and team "backbone" culture
• [20:45] Scaling toward national dominance in glass solutions
• [22:48] Kelley’s definition of success
• [27:20] Gatsby Glass resources and how to connect

• [02:41] "I leverage my degree in industrial organizational psychology every day, and not many people can say that about their education." — Kelley Hoven
• [07:09] "Our motto is elegant, strong, innovative, and we live those values in every part of our business." — Kelley Hoven
• [09:48] "This is not a ten-hour-a-week job. If you do not hire the right people, you will quickly realize that franchising demands more." — Kelley Hoven
• [17:58] "I do not want to be the smartest person in the room. My team inspires me every day with their ideas and backbone." — Kelley Hoven
• [22:48] "For me, success means joy, gratitude, strong relationships, and empowering others, not just titles or salary." — Kelley Hoven

Kelley Hoven is the Brand President of Gatsby Glass, one of Entrepreneur Magazine’s Top 150 Emerging Brands. With three decades of experience in sales, marketing, and franchising, Kelley has scaled businesses from both the corporate and ownership sides. Known for her intentional leadership and passion for elegant, strong, innovative solutions, Kelley is redefining what it means to build a disruptive luxury brand in a male-dominated industry.

Resources and Links

Kelley Hoven

• Website - https://www.gatsbyglass.com/
• LinkedIn - https://www.linkedin.com/in/kelleyhoven

• Website - https://mmmacrae.com/making-changes-training-motivating/
• LinkedIn - https://www.linkedin.com/in/macraemadeleine
• Instagram - https://www.instagram.com/madeleine.macrae/
• Book – The Tenacious Pursuit of Peace: Where to Go When Success Isn’t Enough