The SCORE 2015, Issue 3

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 3

FOOTBALL

A TOUCHDOWN FOR YOUR BUSINESS

Ambush Election Rule:

What Should You Be Doing Now?

The 7 Drivers of

Better Customer Service

■

Recipe for Success

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TABLE OF CONTENTS

FBS Board of Directors

Wray Hutchinson

Chairman

Mark Jones

Vice Chairman

Richard Andrews

Secretary

Doug Davis

Treasurer

James Bitzonis

Director

Jim Carmody

Director

Jerry Franklin Jr.

Director

Roz Mallet

Director

Amy O’Neil

Director

Bobby Pancake

Director

Christy Williams

Executive 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

Headquarters

1701 Barrett Lakes Blvd. NW

Suite 180

Kennesaw, GA 30144

Phone: 678-797-5161

Fax: 678-797-5171

Franchise Business Services publishes The

SCORE. Any reproduction, in whole or in part, of

the contents of this publication is prohibited

without prior written consent of Franchise Busi-

In keeping with our commitment to the

environment, this publication is printed

on certiﬁed, environmentally-friendly recycled

paper using eco-friendly inks.

Printed in the U.S.A.

www.myfbsonline.org

ON THE COVER

Football equals big bucks. We look at the ways you

capitalize on the popularity of football to boost your

Buffalo Wild Wings® business on page 22.

COLUMNS

Chairman’s Column

By Wray Hutchinson, FBS Chairman

DEPARTMENTS

FBS Member News

Recognitions

Event Calendar and New Store Openings

Franchisee Spotlight

Team Up for Kids™

FEATURES

Spotlight on the 114th Congress: Rep. John Fleming (R-LA-04)

Ambush Election Rule: What Should You Be Doing Now?

by Douglas H. Duerr, Elarbee Thompson Wilson and Sapp, LLP

Dos and Don’ts for Responding to Union Organizing

Compiled from Littler Mendelson, P.C.

Football: A Touchdown for Your Business

by Elizabeth Lowman, FBS director of communications

Optimize Your Behaviors

by Dan Coughlin, The Coughlin Company

Affordable Care Act Reporting: What Form Should I File?

Contributed by Mize Houser & Co P.A. – PayPlus+

Estate Planning: The Fundamentals

by Denis Dillon, The McLane Law Firm

Protecting Yourself against Fraudulent Insurance Claims

by Elizabeth Lowman

Medical Marijuana Laws and Drug-Free Workplace Policies Collide:

Four Steps to Get Businesses through the Haze

by Elizabeth Milito, National Federation of Independent Business

7 Drivers of Better Customer Services

by Jim Sullivan, sullivision.com

The Value of Mentorship in Business

by Kristen Perez, FBS communications coordinator

How to Offer an Attractive Beneﬁts Package without Breaking the Bank

by Lynda Zugec, The Workforce Consultants

DIRECTORIES

Associate Member Listing

Advertisers Guide and Editorial Calendar

2015 Issue 3

2015 Issue 3 |

THESCORE

A Message FROM THE CHAIRMAN

There are more than a few of us

who got involved in Buffalo Wild Wings®

because we ourselves are sports fanatics

… hey, how about my beloved Mets? We

love the energy and comradery we get

from hanging out at our favorite spot to

watch a game. And this is why our brand

continues to thrive and grow. We offer

THE premier place for fans of every team

to come together, enjoy themselves and

maybe do a little trash talking

Athletic competition is all about

engaging for success, just like the theme

for our upcoming FBS Business Summit.

You have to be engaged in order to

succeed. It’s those who work the hardest

and build their skills who get the playing

time and reap the rewards; the ones who

are involved and showcase their talents

rather than sitting on the bench watching

it all unfold. It is no different with our

association: engagement is fundamental.

As a member of the FBS team,

consider this a pep talk. It’s simple; we

can’t succeed without engagement from

the entire team. And I don’t say this

because we aren’t succeeding as an orga-

nization, far from it, but like anything, we

can always improve and grow — as long

as we’re willing to put in the effort.

You can engage by volunteering to

become a committee member, providing

your input on member surveys, partici-

pating in a webinar or submitting content

for The SCORE. There are varying levels

of engagement and subsequent commit-

ments, but the point is to make a contri-

bution. Yeah, you can sit back and just

enjoy the beneﬁts (like a championship or

discounts from collective buying power)

but the reward is undoubtedly sweeter

when you were on the ﬁeld helping your

team earn the win.

I have stated in the past how

passionate I am about the need for every

franchisee to get involved in our asso-

ciation in some way, shape or form. We

need to hear the voice of the franchisee

with one restaurant and the one with 20

or more; those from the East Coast and

those from the West. One experience

is not more important than the other

as we all face similar issues. In fact, one

of the coolest things about association

membership is having easy access to a

like-minded community with whom you

can discuss issues and best practices.

Together, we have decades upon decades

of business knowledge and helpful advice

to tap into.

So, as we enjoy this football season,

as fans and franchisees, let’s not forget

our own team and the importance of

being engaged in its continued develop-

ment. If we all put even half of the time

and talent into the success of our organi-

zation as we do our own businesses, just

imagine the champions we could all be.

Wray Hutchinson

ports is a vital part of our business and

none more vital than football. Between

now and February, our restauraunts will

be ﬁlled wall-to-wall with fans on Satur-

days, Sundays, Mondays and Thursdays, rooting

on their favorite team while enjoying our signa-

ture food and beverage options. Fans look forward

to football season all year, and well, as business

owners, we do too.

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.

and its subsidiaries and afﬁ liates to distinguish products and services of outstanding quality.

2015 Issue 3 |

THESCORE

MEMBER NEWS

slow-moving storm that rolled across much of Texas and

Oklahoma in late May caused record-breaking ﬂoods that

were partnered with tornadic activity. This intense three-day

period left many areas and citizens in need. Following the Texas

and Oklahoma ﬂooding, Ohio-based Lancaster Wings Inc.’s

local Red Cross chapter asked if their Buffalo Wild Wings®

restaurants would help raise funds for those in need due to the

storms. The two entities started a business relationship four

years ago with a blood drive. Every year since the inception of

their partnership, three Lancaster Wings locations partner with

the Red Cross to provide $5 gift cards for blood drive participants

during January, which is National Blood Donor Month.

So, when the Red Cross approached the company’s

management about the fundraiser for something that was so

earnestly needed; they not only agreed, but even changed their

normal fundraising formula to ensure greater success.

Lancaster Wings typically hosts Eat Wings, Raise Funds

events on Mondays or Wednesdays for two to three hours at a

time, however, for this particular fundraiser, the date was set

for a top-earning day from open to close to guarantee more

revenue. As an additional way to increase attendance, Lancaster

Wings sent out a press release to all media outlets and put ﬂiers

in takeout bags the week before the fundraiser.

Then, on Friday, June 12, all

of the company’s Ohio locations

banded together to raise funds in

this time of need. Through the

stores’ combined efforts, they

raised more than $4,300 for the

Red Cross and Lancaster Wings

actually donated an additional

$200 to round the total up to

$4,500.

“We are truly excited to

contribute to the Red Cross’

disaster relief initiative,” said

Larry Tipton, president of

Lancaster Wings Inc. “The

opportunity to partner with

this impactful organization

is ideal and we are proud

to participate in such

meaningful work.” S

en Gerdeman, an enrich-

ment specialist for Lake

Orion Community Schools

in Michigan, recently needed

open heart surgery and expe-

rienced subsequent complica-

tions, requiring more medical

care than anticipated. These

surgeries saved Gerdeman’s

life, however, they came at a

great economic cost. To help

alleviate some of the ﬁnan-

cial burden incurred from

his medical expenses, JK&T Wings hosted a fundraising event,

May 27, at the Lake Orion location. This day-long event donated

20 percent of proceeds, excluding alcohol sales, from the day

to Gerdeman’s cause. Gerdeman received $2,900 directly from

BWW as JK&T Wings’ Lake Orion location set its daily record of

$22,000!

“Ben Gerdeman stands as a bastion of the selﬂess char-

acteristics we seek to display. He has positively inﬂuenced the

community by touching a multitude of lives reaching beyond the

count of simple numbers, though sure to number in the tens of

thousands. It is men like Ben who set communities apart and

leave a legacy sure to echo beyond this millennia. So when we

heard he was in need, there was no decision to become involved.

It was only a matter of how much,” said JK&T Wings franchisee

Kent Ward.

Team Gerdeman T-shirts were sold and a silent auction was

also held in conjunction with the fundraiser. To ensure a large

turnout, the event was promoted using social media platforms

such as Facebook, Twitter and Instagram. This tactic clearly

worked as the amount of sales from the day were unprece-

dented for the store. Gerdeman is a steward and advocate for the

community of Lake Orion, especially its families. Through their

overwhelming support, it seems that the community of Lake

Orion believes him to be family just as much as he advocates on

behalf of them.

“Because we understand how fortunate we are to be

supported by our partnering communities, we endeavor to

do more than just operate successful businesses therein. We

continually try to become active members within our communi-

ties by constantly seeking ways to show our appreciation and

give back,” said Ward. S

JK&T Wings Sets Daily Record for a Good Cause

It is men like Ben

who set communi-

ties apart and leave

a legacy sure to

echo beyond this

millennia.

Lancaster Wings and Red Cross

Raise Funds for Flood Victims

THESCORE | 2015 Issue 3

mployee recognition programs are a powerful way to

reward your staff for their efforts. These programs build

loyalty and reduce turnover, while at the same time improving

systems, reducing waste and increasing customer satisfaction

levels. Buffalo Wild Wings® has implemented a tried and true

tactic with its Employee of the Month program.

Four M Capital, LLC has taken part in the Employee

of the Month program for years. Each month, the program

aims to reward hardworking and dedicated team members by

recognizing one Front-of-House and one Heart-of-House/

kitchen employee that possess those qualities. However,

Four M Capital made a modiﬁcation to the program at the

start of 2015 that has seen powerful results. The modiﬁca-

tion? Pooling all of the Employee of the Month winners per

quarter into a rafﬂe format for a quarterly $1,000 grand prize.

If a team member is selected as the Employee of the Month,

their name is put on a plaque in the Front-of-House and they

are entered into a lottery to win the grand prize. At the end of

each quarter, a winner is randomly selected.

“It is a feel-good program and the amount of money can

actually have a real impact on the recipient. Our last winner

was shaking and came to tears because this money will

help her to buy the books she needs for her next semester

at college. It feels great to give that something extra to a

deserving individual,” said James Bitzonis, president and CEO

of Four M Capital.

There are many qualities to take into consideration,

but above all, Four M looks to reward true brand ambassa-

dors that wow guests and produce a great product from the

kitchen. However, according to Bitzonis, “It becomes hard to

choose just one team member each month as we have many

dedicated individuals.”

For those wishing to implement a similar practice in

their own companies, Bitzonis advises having your general

managers submit names to the regional managers each

month so that you can receive one consolidated email each

quarter. S

MEMBER NEWS

Regional Manager Paul Alcazar (left) and general manager Bill

Shnipper present Palisades, New York, location team member

Neschmy Arbarca with the $1,000 check she won from a quarterly

grand prize lottery drawing of Employee of the Month recipients.

Four M Holds Quarterly Drawing for

Employees of the Month to Win $1,000

“It is a feel-good program and the

amount of money can actually have a

real impact on the recipient.”

2015 Issue 3 |

THESCORE

MEMBER NEWS

erby Wings Management Company hosted an Eat Wings,

Raise Funds (EWRF) event for the Angels in Disguise

charity Wednesday, July 15. The organization promotes Down

syndrome awareness, education and support nationwide. This is

the third year Derby Wings Management has partnered with the

charity and supports the program through three annual events:

The Angels Day, Giddy Up Gala hosted at Churchill Downs and

the Tee It Up for Down syndrome Golf Scramble. This year’s

Angels Day raised approximately $1,300 from all Derby Wings

locations, which was up 77 percent over last year. Through the

three collective events this year, Derby Wings Management has

raised $133,000 for the Angels in Disguise!

Although all restaurants participated in the EWRF portion

of the fundraiser, the all-day event was also a chance for indi-

viduals with Down syndrome to work alongside staff at the

St. Matthews location in Louisville, Kentucky, as servers for a

day. This event gives the Angels the experience of working in

a restaurant and provides a chance for them to showcase their

talents. Public

outreach and events

such as this provide

education and

engagement; not

only for the Angels

but for the staff and

members of the

community as well.

“We look

forward to this

event every year.

My team members,

management and

the Angels get so

excited about it. We

give them actual

jerseys every year.

We just want to do

as much as we can

to promote Down

syndrome so others don’t discount their abilities. We have also

hired several individuals after these events. All ages are welcome

and in the past have ranged from two to 27-year-old partici-

pants,” said franchisee Eric Titus.

The Angels in Disguise organization sent out a press release

prior to the event for increased public attendance. Even the local

TV station, WLKY 32 News, covered the event. Through the

combined efforts of Derby Wings Management and the orga-

nization, the Angels were able to be self-advocates for a day,

which is the ultimate goal of the event. S

Angels Serving Wings

A little Angel with a big smile!

Some of the Angels in Disguise team sporting their BWW

jerseys.

“Charlie’s” Angels in Disguise strike a pose.

THESCORE | 2015 Issue 3

MEMBER NEWS

he Cekander Group hosted their seventh

annual charity golf outing May 21. This

highly anticipated event provides partici-

pants an opportunity to enjoy themselves

on the green while raising funds for an

honorable cause. Owner Doug Cekander has

hosted the event for the past several years to

raise money for Special Olympics Illinois. This year’s event

was well-attended, with contributions totaling more than

$23,000.

“We are proud to be a part of a community that

embraces such a great cause,” said Cekander. “Sports are

a large part of what we do and we are happy to support

Special Olympics Illinois.”

The outing took place at the Weaver Ridge Golf Course

in Peoria, Illinois. The tournament included 18 holes of golf,

contests for hole-in-one, longest drive and

closest to the pin, and eight different beverage

samplings throughout the course. This year’s

main sponsor of the event was Peoria-based RJ

Distributing.

An after-party followed at the Buffalo Wild

Wings® in Peoria where golfers were provided

food and drink from the restaurant. Rafﬂe prizes from

various vendors and local businesses were also given away

during the festivities. A new addition to the golf outing

agenda included a live auction, which was well-received by

the event's attendees. Items included a three-night stay in

Riviera Maya, Mexico, golf for four at the Olympia Fields and

Black Sheep Country Clubs, a three-night stay in St. Pete

Beach, Florida, and a coveted trip to the 2016 Master’s Golf

Tournament. S

The Cekander Group Tees off for

Special Olympics of Illinois

2015 Issue 3 |

THESCORE

MEMBER NEWS

ulldog BWW LLC’s Starkville,

Mississippi, location is nestled in a

street so close to the Mississippi State

University (MSU) campus that patrons

can see the football stadium in the

distance while tearing into signature

BWW wings. In fact, the company’s very

name is in honor of the MSU bulldog

mascot. So, when a marketing repre-

sentative from the university’s athletic

department contacted the store about

hosting a watch party for the Women’s

World Cup ﬁnals, they readily said

yes to the opportunity for the MSU

women’s soccer team and coaches to

serve as the ofﬁcial hosts of the party.

“Mississippi State University

students and Mississippi State athletics

are such a large part of our Buffalo

Wild Wings® in Starkville. We are

so appreciative of their support. We

were very excited to host Mississippi

State University Women’s Soccer

Team viewing party for the World

Cup Finals,” commented owner

Roger Smith. “MSU Women’s

Soccer Team has such a loyal group

of supporters of their program.

Buffalo Wild Wings helped provide

the perfect location to bring

together the group to view this

historic event. Having the soccer

team at BWW added to the excitement

that was already brewing for such a big

event.”

The 2015 World Cup Final aired

July 5, with the U.S. versus Japan in a

rematch of the 2011 ﬁnal when Japan

won

3-1 on a penalty shoot-

out. The excitement for the rematch and

a chance for the U.S. to take back the

title of FIFA World Cup victor reverber-

ated throughout the restaurant that day.

The MSU team came marching

MSU Women’s Soccer Team Hosts

Women’s World Cup Watch Party

The halftime selﬁe of the MSU soccer team and BWW Starkville patrons.

Women’s World Cup fans don patriotic acces-

sories in support of team USA.