THE
T H E M A G A Z I N E O F F R A N C H I S E B U S I N E S S S E R V I C E S
|
2015 ISSUE 1
Meet Your FBS Board of Directors
16
Health Care Law’s Definition
of Full Time Needs Revising
22
Five Traits of People Who
Make a Positive Difference
COMPLIANCE
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SAVINGS
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TABLE OF CONTENTS
FBS Board of Directors
Wray Hutchinson
Chairman
Mark Jones
Vice Chairman
Richard Andrews
Secretary
Doug Davis
Treasurer
Christy Williams
Executive Director
James Bitzonis
Director
Jim Carmody
Director
Jerry Franklin Jr.
Director
Roz Mallet
Director
Amy O’Neil
Director
Bobby Pancake
Director
FBS Editorial Board
Kristi Keith-Hoffman
Editor-in-Chief
kristik@myfbsonline.org
Elizabeth Lowman
Managing Editor
elizabethl@myfbsonline.org
Kristen Perez
Associate Editor
kristenp@myfbsonline.org
Advertising Sales
Jeff Reynolds
Director of Business Partner Relations
jeffr@myfbsonline.org
678-797-5161
Design and Layout
Kristen Thomas
KT Graphic Design
ktgraphicdesign@gmail.com
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Phone: 678-797-5161
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ON THE COVER
The current FBS board of directors was elected
during the 2014 FBS Business Summit in Las
Vegas, Nevada.
COLUMNS
2
Chairman’s Column
DEPARTMENTS
4
FBS Member News
7
Recognitions
7
Event Calendar and New Store Openings
8
Franchisee Spotlight
9
Team Up for Kids™
FEATURES
10
Meet Your New FBS Board of Directors
15
Getting to Know Sarah Yatchak
16
Health Care Law’s Definition of Full Time Needs Revising
by Sen. Joe Donnelly
18
Can You Brand Your Customer Service Like Your Brand Your Products?
by Jim Sullivan, sullivision.com
20
Move Over Millennials: Why You Should Care About Generation Z
by Kristen Perez, FBS marketing and communications coordinator
22
Five Traits of People Who Make a Positive Difference
by Dan Coughlin, The Coughlin Company
26
10 Tips to Get Your Insurance Claims Paid
DIRECTORIES
14
Associate Member Listing
28
Advertisers Guide and Editorial Calendar
2015 Issue 1
2015 Issue 1 |
THESCORE
A Message FROM THE CHAIRMAN
Since being elected in October, your
board of directors (who you can get to
know a little better on Page 10) has been
hard at work in various committees to
carry out some important objectives to
provide tangible benefits to our member-
ship. And unlike the New England
Patriots, our efforts won’t be underin-
flated … as a Jets fan, I couldn’t resist.
The education committee has devel-
oped a plan to make additional resources
available to franchisees, such as a custom-
izable employee handbook template and
quarterly P&L analysis. These are valuable
tools that can help make a positive impact
on your business.
Our advocacy efforts have been
augmented by the launch of
www.fbsvotes.com. In such a volatile
political landscape, this site provides an
easy way for you to learn about issues
affecting franchisees and reach out to
your members of Congress about them.
I also encourage you to contact Misty
Chally about building relationships with
your senators and representatives by
inviting them to meet with you, tour your
restaurants and hear directly from you
about the importance of pro-business
initiatives.
As far as member services go, that
committee has been reviewing the recent
survey results to ensure FBS offers truly
valuable services—ones that you need
and want. Based on your comments and
insight, we look forward to rolling out
some great opportunities for you in the
near future.
In the meantime, let me make a
brief personal appeal for you all to take
an active role in FBS and take advantage
of everything your membership affords
you. Interact with us, volunteer for a
committee and provide us your feedback
when requested. It’s not just about getting
the SportsTV Guide—your membership
gives you access to years of knowledge
and experience of fellow franchisees,
big and small, to help navigate everyday
challenges and run your business more
successfully. You can also take advantage
of our collective buying power to tap
valuable services at the best prices. But
remember, we can only continue to offer
these resources, and add more in the
future, if there is member participation.
So, I ask you to reflect on your past
level of engagement with FBS, see where
you could do a little better and make a
commitment to do something about it. In
the end, it stands to benefit us all.
With that, here’s wishing you all full
restaurants for the tournament! S
Wray Hutchinson
his is the first full year since the repurposing
of our association and I believe it’s going to
be an awesome one. With our brand poised
to grow this year, so can FBS, by further
increasing its value to its members.
We continue to enjoy a strengthened relationship with
the company, already marked this year by our first ever
sponsorship of the BWW annual convention and a booth
at the Vendor Showcase. We remain appreciative of all the
ways this partnership advances the franchisee community
and our brand as a whole.
There is nothing like a happy customer.
Every patron has their own preference when it comes
to food and beverage choices. PepsiCo Foodservice
makes it easy to satisfy everyone by providing some of
the world’s most established and trusted brands for every
type of operation. But we don’t stop there. Innovation is
on-going and our mission is to continue to provide the
right products that deliver those so important smiles.
That’s our promise. For more information,
please visit iwanttoservepepsi.com.
©2013 PepsiCo, Inc. All Rights Reserved. This ad contains valuable trademarks owned and used by PepsiCo, Inc.
and its subsidiaries and affi liates to distinguish products and services of outstanding quality.
2015 Issue 1 |
THESCORE
MEMBER NEWS
arolina Wings Management’s Buffalo Wild Wings® in Wilm-
ington, North Carolina, hosted its second annual Toys for
Tots Drive Saturday, Dec. 6, with local Jeep Club, the Carolina
Trail Stalkers.
The Carolina Trail Stalkers is a club of Jeep owners
throughout the Wilmington area who, like the Buffalo Wild
Wings® brand, have a passion to be involved with charitable
causes throughout the year.
Filled with toys and competitive spirit, the Jeeps gathered
before the front of store #3532 around noon. Each vehicle
donned its finest holiday apparel, ready to be crowned best-
dressed. The competition was fierce this year and out of 50
Jeeps, the panel of local celebrity judges were tasked with
choosing just three to receive trophies and gift cards.
Everyone who donated toys earned a raffle ticket for a
chance to win a 40” flat-screen TV and Buffalo Wild Wings®
gift cards donated by owner, Larry Alderson. Local radio and
news stations even got in on the action and followed the event
throughout the day.
For the second year in a row, the event was a great success.
More than 600 toys were donated within a 45-minute span and
Carolina Wings Management surprised Toys for Tots with an
additional contribution of 50 bicycles and helmets. A five-ton
military truck was needed to cart the toys off to children in
need, just in time for the holidays. S
Toys for Tots Drive with Local Jeep Club
The volunteers pose for a group shot in front of the five-ton military truck donated from the
Marine Corps Base Camp Lejeune to transport the toys.
The first place winner in the best-dressed Jeep
contest.
Carolina Wings Management’s contribution
of 50 bikes was revealed at the end of the
event.
hat could possibly be better than bringing in the New
Year in Times Square? Spending New Year’s Eve in Times
Square with Buffalo Wild Wings®, of course! Guests flocked
from all over the world to experience the one-of-a-kind event
hosted by Buffalo Wild Wings®, Red Bull® and Samuel Adams
Boston Lager®. All four floors of the establishment, including
the rooftop, were open and ready to receive the bustling and
energetic crowd.
Nearly 300 guests attended the event, enjoying the
unlimited top shelf open bar, dinner buffet, sweets tables and a
champagne toast at midnight. When not dining or enjoying a
beverage, guests danced the night away on the rooftop-turned-
nightclub with music by Scratch Academy’s DJs.
Children, families and couples enjoyed fun features like
glitter tattoos, caricature drawing stations and festive metallic
party hats fit for the occasion. To ensure the night was properly
captured, Pretty Instant Photography created custom picture
frames that were printed on guests’ photos.
The New Year’s Eve party was an unforgettable success
for everyone involved. As the year came to a close, the night
topped off with an all-time franchise sales record: the perfect
beginning to usher in 2015. S
Celebrating New Year’s in Times Square with Buffalo Wild Wings®
Guests gathered outside in anticipation
of the New Year festivities.
Party-goers enjoy a conga line on the roof.
A newly-engaged couple visiting from Ohio
celebrates with a pre-midnight kiss!
Even the staff got in on some of the New
Year’s Eve fun.
THESCORE | 2015 Issue 1
MEMBER NEWS
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their respective owners.
A
brand new Buffalo Wild Wings® located in New Philadel-
phia, Ohio, officially opened its doors Monday, Dec. 15,
with the Chamber of Commerce conducting a ribbon-cutting
ceremony to commemorate the opening with the general public.
To celebrate the occasion, free wings for an entire year were
offered to the first 100 guests in line for the restaurant’s 11 a.m.
opening. To claim their long-lasting and delicious prize, local
wing enthusiasts were encouraged to arrive early and were
required to remain present until the doors opened.
The new location features an arena-sized jumbotron in the
bar area and wall-to-wall high-definition TVs for the ultimate
viewing experience. This setup guarantees every sports buff an
optimal view for all the big games and that no one is left asking
what happened in the last play.
The celebration did not stop after the ribbon was cut or
once the free wing vouchers were distributed to the lucky
winners. “We are very excited to be expanding our Ohio
presence with this new Buffalo Wild Wings® location. We
take our commitment to the local community very seriously,”
commented owner Larry Tipton.
As a demonstration of that commitment, 10 percent of all
opening day food sales went to the Greater Dover New Phila-
delphia Food Pantry. S
New Philadelphia Opening Offers
FREE Wings for a Year
1 The New Philadelphia location is outfitted with Stadia décor, which features brick walls, light
wood accents and a central, u-shaped bar. 2 Equipped with blankets and chairs, hungry patrons
brave the chilly weather to be one of the first 100 in the door to receive a voucher good for
free wings for a year. 3 The staff take a quick break from preparations for a photo before the
commotion of the opening begins. 4 Franchise owner Larry Tipton (R) welcomes the first guest
in line to the location’s Dec. 15 opening.
2015 Issue 1 |
THESCORE
MEMBER NEWS
he Cekander Group’s Buffalo Wild Wings® in Bloomington,
Illinois, hosted the culmination to the 10th annual “Stars
behind the Jars” charity event Dec. 9. Bartender Jay Bysina has
organized the event for the past several years at Buffalo Wild
Wings®, in conjunction with a few other local restaurants, to
raise money to buy presents for children in need.
Every November, each participating restaurant receives a jar
along with a note encouraging employees to donate a portion of
their tips during the holiday season. A final party at Buffalo Wild
Wings® wraps up the charitable drive with Bysina and several
other servers donating 100 percent of their tips to the cause.
More than 200 guests attended the final celebration,
including Buffalo Wild Wings® CEO and President Sally Smith
and Executive Vice President Judith Shoulak. While waiting
for the big reveal of the total amount raised, patrons enjoyed
snacks and the chance to further support the cause by partaking
in a raffle to win prizes.
The 2014 “Stars behind the Jars” effort earned an impres-
sive $4,000, which was used to purchase toys to spread a little
holiday cheer to patients at Children’s Hospital of Illinois.
Bysina and a few other employees hand delivered a tablet to
a child who recently learned he would be spending the holi-
days in the hospital. After delivering the tablet, the employees
wanted to give a little something extra and decided to bring
something much more flavorful than hospital cuisine back; so
they returned later that day with some wings for him and his
family to enjoy. S
he Scarlet & Gray Enterprises Buffalo Wild Wings®
of Charleston, West Virginia, is no stranger to
fundraisers to support all different walks of life; even if
those in need walk on all fours. The Corridor G loca-
tion hosted a fundraiser for the Kanawha Charleston
Humane Association from 12-4 p.m., Saturday, Jan.
24. The shelter took in dozens of dogs that week due to several
animal cruelty cases and the restaurant’s general manager, John
Beebe, saw an opportunity to help.
For a fundraiser of this nature, the animals would typi-
cally be brought out to the patio so customers could see the
animals they were making a positive impact on (and even adopt).
However, this year was a little too cold to make anyone, fur or no
fur, stand outside. Although there weren’t any animals present; a
table lined with informational pamphlets was set up in the store
along with a donation box to encourage further
contributions.
That afternoon, the location donated 15
percent of its sales to the shelter along with
customer donations, including a $200 check from
one patron! Through the combined efforts of
benevolent customers and staff, they raised more than $570 for
the Humane Association. A local news station even came out to
help promote the event by airing a segment the morning before
the event.
“I believe there are two ways to make a fundraiser successful:
Pick something that you would do on your personal time and
make it something that you and the staff enjoy,” revealed Beebe.
His tactics certainly proved their worth as the restaurant hosted a
successful fundraiser for, and enjoyed by, the local community. S
Scarlet & Gray Enterprises’ Humane Heart
he New York Cosmos, an American professional soccer club,
proudly welcomed Raúl González Blanco to their team by
hosting a meet and greet event at the Buffalo Wild Wings® in
Times Square. The event took place Tuesday, Dec. 9 during the
Real Madrid Champions League game.
Raúl, the legendary former Spanish national team captain,
signed a multiyear contract to join the club for the 2015 North
American Soccer League campaign. The soccer star would also
be taking on the additional role of technical adviser for the New
York Cosmos Youth Academy.
New York Cosmos and Real Madrid fans alike filled the
entire main dining room waiting in anticipation for Raúl’s
arrival. During the visit, guests were able to take pictures,
receive autographs, and participate in a Q&A surrounding
Raúl’s career and personal life. S
Times Square Hosts Meet and Greet with Legendary Soccer Star Raúl
10th Annual Stars behind the Jars Brings Holiday Cheer
to Local Children’s Hospital
L-R: Jay Bysina stands with
general manager Casie
Vogelsang, his daugh-
ters and server Danielle
Krizman at Children’s
Hospital of Illinois, show-
casing the toys purchased
with contributions from
the 10th annual Stars
behind the Jars event.
Blanco and franchise owner James Bitzonis
pose for a picture.
Legendary soccer striker Raúl González Blanco
on the big screen.
THESCORE | 2015 Issue 1
We want to highlight your company’s achievements (employee
promotions, new hires, employee or restaurant anniversaries and
sales records). To submit information for Recognitions, complete
the online submission form at www.myfbsonline.org/submissions,
email communications@myfbsonline.org or call 678-797-5161.
RECOGNITIONS
EVENT CALENDAR
FBS Board of Directors
Meeting
July 21-22
New York, N.Y.
Oct. 21-22
The Peppermill Resort
Reno, Nev.
FBS Business Summit
Oct. 22-24
The Peppermill Resort
Reno, Nev.
NEW STORE OPENINGS
DECEMBER
#3747 New Philadelphia, Ohio
Larry Tipton | Lancaster Wings, Inc.
Rob Bowers has been promoted to general manager of
World Wide Wings’ Apple Valley, California, location. He joined
the company in March 2013 and has 13 years of management
experience. Bowers worked at the Mira Loma and Brea locations
as well as numerous short-term assignments before accepting
his promotion. Bowers believes the Buffalo Wild Wings® concept
is all about the team and keeping his team sharp, focused and
consistent is high priority.
In other World Wide Wings
news, Sara Christman has
accepted a transfer to Cascade
Station, Oregon, in the role of
general manager. She previ-
ously held the position in Wood
Village since 2011 after being
a member of the opening
management team at Cascade
Station in 2008.
Luke Martin—also a World
Wide Wings employee—has been
promoted to general manager at
Wood Village, Oregon, after serving
in the role as assistant general
manager at Cascade Station. Before
joining Buffalo Wild Wings®, Martin
was the general manager at The
Rock Wood Fired Kitchen in Salem and spent time as a multi-
unit manager with the Pizzicato brand.
PROMOTIONS
2015 Issue 1 |
THESCORE
FRANCHISEE SPOTLIGHT
Chris Olexa
RC Group, LLC
+ Became a BWW Franchisee: 2003
+ Total Number of BWW Locations: 7
+ Total Number of Employees: 450
What drew you to the brand?
I’ve always enjoyed the fun atmosphere. While I was in
college and when I first got married to my wife, we frequented
the Buffalo Wild Wings® in Houston. I just loved the place. You
get great food served on a paper plate and an ice-cold beer! It’s a
fun and unique dining experience in today’s market.
What is your favorite thing about the brand?
I believe in and love everything about the Buffalo Wild
Wings® brand. It offers my three favorite things: wings, beer and
sports!
Other concepts I own: Genghis Grill.
What are your business goals for the next three years?
I hope to open two more stores in the next three years.
Describe your best recent business decision:
My most recent and best business decision was to relocate
my first store. We waited for a certain piece of land to become
available and it finally opened up. We immediately bought it
and it was the best decision I have made because of what we
projected to do with it along with the media buzz surrounding
the reopening. You would think that a BWW had never been
there before! The buzz was well worth it, it was a way to
revitalize the
community in and around Buffalo
Wild Wings®.
What is the best business advice you have received?
The best advice I’ve ever received came from my grand-
father. When I initially opened up my first store, I tried to buy
him lunch he told me no. He said that I needed to always stay
humble but also to never give away anything for free!
What is the biggest industry change since you started?
Obamacare hasn’t changed the face of our industry; but it
certainly has changed the game since it was signed into law.
Describe your current biggest challenge as a franchisee:
The biggest challenge I am currently facing, is quite
honestly a good problem to have: Trying to find locations to
build new stores!
My family:
I am blessed with my amazing wife, Kimberly and four
wonderful children; two sons, Brenden who is 13 and Keith, who
is 11; and two daughters, Clara, who is 9 and Chapel, who is
only a year old.
My personal interests:
I love coaching youth football. I’m a big sports fanatic and
it is very rewarding to help players learn the game and develop
pride in their accomplishments. Most importantly, spending
time with my kids.
What is your favorite BWW wing sauce?
My favorite sauce would have to be the Caribbean Jerk!
Complete this sentence, if I weren’t a franchisee,
I would be …
Spending a lot more time coaching and fishing. S
Chris with his
nine-year-old
daughter, Clara.
“Buffalo Wild Wings® ...
offers my three favorite things:
wings, beer and sports!”