The SCORE 2016, Issue 1

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

2016 ISSUE 1

Greatness:

Creating

Building a Positive

Company Culture

Page 16

Serving up

Employee Engagement

PAGE 18

Recognizing and

Preventing Foodborne

Illness Outbreaks

PAGE 20

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TABLE OF CONTENTS

FBS Board of Directors

Wray Hutchinson

Chairman

Mark Jones

Vice Chairman

James Bitzonis

Director

Brian Carmody

Director

Jerry Franklin Jr.

Director

Steve Grube

Director

Roz Mallet

Director

Amy O’Neil

Director

Bobby Pancake

Director

Karim Webb

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

Creating a positive company culture that spans across

your company and throughout your restaurants can be

a tricky task. Turn to Page 16 to learn pointers from

some of your fellow Buffalo Wild Wings® franchisees.

COLUMNS

Chairman’s Column

By Wray Hutchinson, FBS Chairman

DEPARTMENTS

FBS Member News

Event Calendar and New Store Openings

Recognitions

Franchisee Spotlight

Team Up for Kids™

FEATURES

Why Clarity and Conviction Beat Charisma

by Dan Coughlin, The Coughlin Company

The Culture of Communication: Maintaining Company Culture

with Multiunit Operations and Cross-State Companies

by Kristen Perez, FBS communications coordinator

Creating Greatness: Building a Positive Company Culture

by Kristen Perez

Serving up Employee Engagement in the Restaurant Industry:

Five Key Ingredients to Engage Hourly Employees

by Debora J. McLaughlin, The Renegade Leader Coaching &

Consulting Group

A Billion-Dollar Problem: Recognizing and Preventing Foodborne

Illness Outbreaks

by Kelly Bingham, contributing author

Top 10 Signs Your Hourly Employee is Ready to Be a Manager

by Jim Sullivan, sullivision.com

Wage Compression: The Great Pay Squeeze

contributed by Mize Houser & Company P.A.

Religion in the Workplace?

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

Cyber Risk in an Online World

by Sylvia Menetre, BB&T Insurance Services

DIRECTORIES

Associate Member Listing

Advertisers Guide and Editorial Calendar

2016 Issue 1

2016 Issue 1 |

THESCORE

A Message FROM THE CHAIRMAN

Engagement

is a key compo-

nent to devel-

oping a positive

company culture.

We need our

team members

to do more than

just show up and

complete tasks

every day — we

need them to care about the success of

the company. That can be a challenge, as

people are motivated in different ways

and not all of us are in the position to

dole out all sorts of perks to spark materi-

alistic motivation. However, we are all in

the positon to create a positive environ-

ment: one that recognizes achievements,

supports growth and makes coming to

work every day more than a chore. It

doesn’t cost anything to provide on-going

positive, sincere feedback and appre-

ciation. This is what we strive for in our

company.

There are unlimited and creative

ways to accomplish this and you’ll ﬁnd

insight into how your colleagues are

accomplishing this inside this issue of The

SCORE. It is our hope these insights will

help you in promoting an even healthier

culture in your restaurants — from your

executive-level team members to those

greeting guests in your restaurants.

As chairman, I would be remiss if I

didn’t touch on the culture of our associa-

tion. We, too, need our members to care

about the success of our organization

— to do more than just pay dues. This is

not the ﬁrst time I have encouraged our

members to get involved in some way,

nor will it be the last. FBS offers beneﬁts

to everyone, from the one-store operator

to a franchisee with 20 or more stores.

Likewise, we should all take advantage

of those beneﬁts and provide feedback

on ways FBS can add to or improve upon

them.

There is no doubt that 2016 will

prove to be interesting. Some of us have

already survived extreme weather, we

are all bracing for the ﬂurry of activities

brought on by this being a presiden-

tial election year and there are sure to

be a host of things we aren’t remotely

expecting. When circumstances around us

— personal or professional — get compli-

cated or overwhelming, it can be easy to

let something like playing an active part

in your association fall to the wayside. But

just like we can’t afford to let something

as important as culture and engagement

slip in our own business, neither can we

with FBS. We must continually promote a

culture of participation.

Speaking of the upcoming election

and participation, Issue 2 of The SCORE

will focus on all things legislative. In

advance of that issue, I encourage you

to get involved in grassroots efforts to

advocate on issues vital to the success our

businesses, in any way you feel comfort-

able. I think it’s safe to say that most of

us would agree that Washington, D.C.

does NOT have a positive culture and as

voters, it is up to us to change that. But,

more on that next issue.

For now, take some time to think

about your company’s culture. If it’s not

where you want it to be, then seek out

ways to improve it because it starts at the

top. As for FBS, we rely on our members

to help us make this association the best,

most beneﬁcial organization it can be and

we always welcome ideas on how we can

be better for you. Feel free to pass on your

thoughts on how we can improve our

culture and increase every member’s level

of engagement.

Wray Hutchinson

ompany culture is an important part of the success of

any business and it is an integral part of what makes

Buffalo Wild Wings® so special. The culture inside our

restaurants is fun and engaging. Other companies known

for their culture, such as Nike, Google or Zappos, offer free meals or

unlimited vacation days and in doing so are perceived as attractive

places to work. While we clearly do not operate with their margins

and these perks would be out of reach for us, we can operate in

such a way as to engage our team members by coaching in a manner

that treats them as a valued member of our team.

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.

2016 Issue 1 |

THESCORE

MEMBER NEWS

s business owners, it is

important to be politically

active to ensure that your voice is

heard. This can be done through

a variety of efforts, whether it

is simply writing to your local

representatives, or to go as far as

helping host campaign events.

The important thing is that you

show support and proactively

participate, such as with Anderson

Management Group’s recent

political effort.

This past spring, many

supporters gathered together

to hear U.S. Rep. Ryan Zinke,

R-MT-00, speak at the Sizemore

Event Center in Billings, Montana.

Zinke is a former state senator

and a 23-year U.S. Navy SEAL

veteran. In 2014, Zinke became the ﬁrst Navy SEAL elected

to the House. He now serves on the House Armed Services

Committee and the House Committee on Natural Resources.

Brad Anderson, president of Anderson Management Group, is

a major advocate for Zinke and has been a proactive supporter

of the congressman during his campaign, even hosting several

fundraisers for him.

“I am a proud supporter of Rep. Zinke and I have enjoyed

getting to know him as an individual, as well as through

Anderson Management’s fundraising efforts for his campaign,”

commented Anderson. “I think efforts such as this are vital to

the well-being of us, as franchisees, and as a brand. As small-

business owners, we must be as proactive as possible in political

outreach endeavors to ensure that our voices are heard.”

Anderson Management brought the BWW ﬂavor to the

fundraiser by shaking wings fresh on the spot. Zinke even

got his hands dirty and showed the crowd of almost 150 how

an ex-Navy SEAL Commander gets the job done! “This was

our ﬁrst go at shaking wings to order outside of the restau-

rant. The attendees were pleased by how fresh the wings

were! Some of the sauces we used were all-time favorites

like Honey BBQ, Asian Zing, Medium and Parmesan Garlic,”

said David Moorhead, Anderson Management’s director of

marketing. S

U.S. Rep. Ryan Zinke

Shakes It Up at Fundraiser

Rep. Zinke learned how

to shake things up the

BWW way at his campaign

event, courtesy of Anderson

Management!

eople make New Year’s resolutions every year to be

healthier and more active. For the masses of people that

began 2016 with that intention, there was no better way to

start the year off than with a 5K. The sixth annual Resolution

5K Family Fun Run/Walk provided the perfect opportunity to

begin the New Year with health in mind. The event was held at

High 5 Hospitality, LLC’s Dover, Delaware, restaurant in sunny

40-degree weather.

The restaurant has hosted the race every year since its

inception, with the proceeds beneﬁting the Cancer Support

Community Delaware. The organization provides free

programs centered on emotional support, education and hope

to anyone impacted by cancer. All money raised for the race

goes directly to support those programs. In its six years, the

race has raised more than $55,000, with $10,000 raised from

the 2016 race alone.

This year’s event started off with a Kiddie K, where children

were cheered on as they crossed the ﬁnish line and received

ribbons for their efforts. Approximately 180 contenders then

raced along the scenic St. Jones Isaac Branch Trail for the 5K.

Afterward, all race participants enjoyed an awards ceremony and

a complimentary buffet, with a menu value of $1,000, courtesy

of High 5 Hospitality. Around 10 managers and staff arrived an

hour before their regular

shift began to help set up the

event and run registration —

both held in the dining room

of the restaurant.

“At High 5, we value our

long-standing partnerships

like the one with Cancer Support Community," said franchisee

Bobby Pancake. "Being community-connected is important for

any business. At High 5, we work hard to cultivate and sustain

these partnerships. Not only is it the smart thing to do, it is the

right thing to do.” S

Members of the

Dover restaurant

staff came to work

before their shift to

set up the event.

BWW supplied a

complimentary

buffet for race

participants to enjoy

following the 5K.

High 5 Hospitality Hosts

Sixth Annual Resolution 5K

THESCORE | 2016 Issue 1

MEMBER NEWS

Build ambiance and entertain your customers

with sharp edge-to-edge images or video.

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MAXIMIZE YOUR MESSAGE

WITH PROJECTION

ranklin’s Management of Cleve-

land, LLC’s restaurant in Medina,

Ohio, held a fundraising event, Dec.

8, beneﬁting the American Cancer

Society’s Relay for Life.

Relay for Life is a fundraising

event where teams walk overnight to

raise funds and awareness for cancer.

Throughout the evening there are

special activities and entertainment,

including a Survivors Lap and a Lumi-

naria Ceremony to remember, honor

and support individuals ﬁghting cancer.

The community manager from the

American Cancer Society (ACS) reached out to BWW directly

about using their private event space for a group painting fund-

raiser. “It was great that the ACS wanted to work with estab-

lishments that support them. We donated a substantial amount

of time and food to Relay for Life, and it was nice of them to

come back and show us support by making a large purchase

and attracting a different clientele into our restaurant. Complete

win-win!” said Colleen Franklin, Franklin’s Management of

Cleveland’s director of marketing.

Tickets were sold for $40 each and

included a canvas, painting materials,

appetizers and a drink ticket for either

a domestic beer or glass of wine. “We

did see a noticeable sales increase

because the buffet was limited and

people purchased cocktails after their

one drink ticket had been redeemed,”

said Franklin. Nearly 75 attendees

came out in support of the event.

“Franklin’s Management of

Cleveland is a proud supporter of the

Relay for Life walk in Medina and

we are honored that the American Cancer Society recognized

this support,” said franchisee Jerry Franklin. “We are happy to

promote the ﬁght against cancer while opening our doors to

the American Cancer Society and the community of Medina

simultaneously. Through events and partnerships such as this,

we believe that BWW becomes far more than a restaurant to our

patrons; it becomes a beacon of what responsible and caring

business practices should be.” S

Franklin’s Management of Cleveland Hosts

Fundraising Event to Beneﬁt Relay for Life

Nearly 75 supporters attended the painting fund-

raiser beneﬁting the American Cancer Society’s

Relay for Life at the Medina location.

2016 Issue 1 |

THESCORE

MEMBER NEWS

he team at BW Wings Management’s restaurant in Michigan

City, Indiana, took part in robust fundraising and public

outreach efforts throughout 2015 to beneﬁt local Boys & Girls

Clubs of America (BGCA) chapters. Through these initiatives, BW

Wings Management was able to donate $6,000 to the LaPorte

County Boys & Girls Club during the year, raised through various

Eat Wings, Raise Funds (EWRF) events.

In addition, the Michigan City team also hosted a Cream

Your Boss event, Oct. 28, 2015, raising $2,000 in one evening

to beneﬁt the LaPorte County chapter of the BGCA. This lively

fundraiser gathered local bosses and community leaders at the

restaurant to give patrons the opportunity to throw whip cream

pies at their face for a good cause.

The event featured Michigan City Mayor Ron Meer, local

BGCA directors, several police and ﬁre department ofﬁcials, Pop

Warner football league coaches and Michigan City High School

ofﬁcials, all willing to be the target of a few pies. The “bosses”

were each appointed a set time of 25 minutes during the event to

give guests ample chance of hitting their desired target. Guests

could purchase one pie for $3 or two for $5. Sean Shaia, regional

manager of Indiana, Michigan and Alaska, noted that most

participants sprung for two.

The event was great fun for all, and even those on the

receiving end of the pies enjoyed themselves. “It was hilarious

and quite successful,” laughed Shaia, who also participated as a

target during the event.

BW Wings Management owners and managers promoted

the event through social media. It was posted to the restau-

rant’s Facebook page, Michigan City’s page and the Boys &

Girls Club sent out several email blasts to their supporters

promoting the event. “These stores worked very hard and took

a lot of pride in fundraising money for their local communi-

ties. Combined, all stores raised well over $10,000 in 2015!”

concluded Shaia.

“The Boys & Girls Club provides a needed service to our

nation’s disadvantaged youth and BW Wings Management is

honored to provide funding to ensure our local Clubs’ chapters

are able to deliver these needed functions. I do believe what you

give to your community comes back tenfold!” enthused Mike

Jones, BW Wings Management franchisee. S

BW Wings Management Gets Creamed for Charity

The Cream Your Boss Fundraiser at the Michigan City restaurant

was a hit, albeit a messy one!

Let’s Talk Sports!

uffalo Wild Wings® is built on the concept of beer, wings and

sports. What better way to pay homage to the brand’s roots

than to give patrons a chance to enjoy wings and beer while

watching live sports radio hosted inside the restaurant? Carolina

Wings Management and Coastal Carolina University (CCU) have

teamed up to give this gift of live sports radio inside BWW!

Over the past four years, the Carolina Forest location in

Myrtle Beach, South Carolina, and CCU have partnered with

100.3 FM to broadcast a live radio show inside the restaurant

every Monday from 6-7 p.m. during football season. The hosts are

CCU Chanticleers head coach, Joe Moglia, and Joe Cashion, the

play-by-play voice for Coastal Carolina football. The Joe Moglia

Radio Show runs during football season and then morphs into

The Cliff Ellis Radio Show featuring basketball head coach Cliff

Ellis during hoops season.

The show is set up on a high-top table in the end of the

dining area with a CCU tablecloth and a BWW/CCU-logoed

banner set up as a backdrop. CCU sets up speakers so that guests

watching the live show can hear what is being discussed. During

the show, patrons are able to ask questions during a designated

Q&A period. After the show ends, the coaches typically stay

around to talk to fans and shake the hands of those who came

into the restaurant to watch and listen.

Since the show’s implementation, the Carolina Forest location

has seen an increase in business Monday nights when the show

airs, pulling in more families, fans and alumni. “It’s a great way to

get the community out to support the Chanticleers. Coastal is a

smaller school, so I believe it makes it even more personable for

fans when they can actually meet and talk with the coach,” said

Bryan Compher, the restaurant’s general manager. S

The Joe Moglia Radio Show sets up inside the Carolina Forest

BWW location to discuss sports live on Monday nights.

THESCORE | 2016 Issue 1

MEMBER NEWS

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n Oct. 31, 2015, LaHaise Management hosted its annual

Disabled American Veterans (DAV) breakfast. This is the

fourth consecutive year DAV and the BWW in Grand Forks,

North Dakota, have coordinated the breakfast to commemorate

Veterans Day. Buffalo Wild Wings® supplies the space and some

cooks while DAV brings their own pancake mix, sausage and

all the ﬁxings. Money raised during the breakfast goes toward

the DAV services for disabled veterans and their families to

provide outreach, obtain beneﬁts and advocate on behalf of

veterans across the United States. “Being a native of Grand

Forks, it’s always great to give back to the community and help

out an amazing organization, such as DAV,” said franchisee Todd

LaHaise.

For $5 per plate, guests received two large pancakes and two

sausage links. Patrons also had an ability to make an additional

voluntary offering. Combined, the breakfast sales and dona-

tions raised $2,300 to beneﬁt DAV. Nearly 200 people attended

the breakfast, more than any previous year, causing the chefs to

actually run out of pancake batter; a ﬁrst for the annual event!

The event started in 2012 when DAV approached Jeff

Groven, the restaurant’s general manager, asking if he would

be interested in helping them with some fundraising activities.

After some discussion, they decided that a pancake breakfast

would be mutually beneﬁcial for both parties. “The hours for the

breakfast were 8:30-10:30 a.m. These hours were great for us at

BWW because it wouldn’t disrupt

any business in our store,” said

Groven.

DAV furnishes most of the

workers through their members.

Amazon, the Internet-based

retailer, has partnered with DAV

on previous fundraising efforts

and also provided four staff

members to help with the morn-

ing’s work for the 2015 event. “We

have two of the DAV members in

the kitchen cooking the pancakes and sausages — with some

help from myself or one of our heart-of-house staff. The DAV

volunteers take and bring out the beverage orders, serve the

plates and clean up when ﬁnished. The BWW staff comes in

a little earlier than normal to help with cleanup and to set the

store up for lunch,” continued Groven. “We enjoy participating

in this event and love to offer our restaurant to help a great

organization with some fundraising. Every year is different with

the volunteers and the attendees. The volunteers all have a really

good time working in the fast-paced restaurant.” S

LaHaise Management Hosts Annual Breakfast

to Support Disabled American Veterans

The 2015 DAV pancake and sausage breakfast had more

attendees than ever before and raised $2,300 for the organiza-

tion, which supports disabled veterans.

The sign welcoming patrons

to the annual DAV pancake

and sausage breakfast.

2016 Issue 1 |

THESCORE

MEMBER NEWS

rmed with holiday cheer

and festive sweaters, the

Kiwanis Club Carolers descended

on Franklin’s Management of

Cleveland, LLC’s Medina, Ohio,

restaurant, Friday, Dec. 11. The

troupe arrived unannounced and

proceeded to perform a set of

‘ﬂash carols’ to raise funds for a

good cause, much to the delight of

all in the restaurant.

The Kiwanis Club of Medina

was established almost 100 years

ago and consists of a group of volunteers who, according to the

Kiwanis Club website, “want to improve the world one child

and one community at a time.” The Kiwanis Club performs or

provides various services that are focused around philanthropic

endeavors beneﬁting the community. One of these philan-

thropic endeavors is the Kiwanis Christmas Carol, an annual

fundraising activity where the

Kiwanis sing at various restau-

rants while encouraging diners

to donate. The event supports

the Kiwanis’ Winter Clothes

Shopping Project in which

volunteers purchase clothing

and other items beneﬁting

almost 80 Medina City School

children in need.

“They all came in and just

started singing Christmas carols

for all of our patrons. Guests

really loved it; many had their cell phones out ﬁlming them

singing. It really was a great way to get into the holiday spirit.

We were also honored to have been chosen as a stop by such

an amazing organization in our community!” said Colleen

Franklin, director of marketing for Franklin’s Management of

Cleveland. S

The Holiday Spirit Surprises and

Delights Buffalo Wild Wings® Patrons

Kiwanis Club Carolers popped in unexpectedly to spread

some holiday cheer for a good cause at the Medina

restaurant.

here are few

things parents

fear more than having

their child stricken

with a serious illness.

However, it is the

reality for parents of

1-year-old Parsippany,

New Jersey, resident

Emma Wyman. In

June 2015, Wyman

was diagnosed with a

rare form of child-

hood cancer called

undifferentiated sarcoma and then suffered a stroke the following

month. Motivated by the challenging circumstances of someone

so young, the local Buffalo Wild Wings®, owned by AMPAL

Group, and the community of Parsippany stepped in to support

the Wymans in their time of need with an Eat Wings, Raise Funds

(EWRF) event, Nov. 21.

Buffalo Wild Wings teamed up with the local police depart-

ment, ﬁre department and emergency medical service crew

members to bring the entire community together for the little girl.

Emma’s father, A.J. Wyman, is a Morris County corrections ofﬁcer

and was both humbled and thrilled that fellow law enforcement

ofﬁcers and emer-

gency personnel were

actively supporting

his daughter’s cause.

A group consisting

of more than 20 ﬁrst

responders even

rallied together for a

wing-eating competi-

tion to raise additional

funds. The contest

featured teams of six

contestants, who each

had to ﬁnish a dozen

mild wings in a relay-style race.

The tiny patient’s immune system could not handle being in

public, but both her parents attended the event and were able to

witness ﬁrsthand the support of their daughter’s health. In total,

the event raised around $600.

“We have been very involved with the community in the

past few months from volunteering at soup kitchens and food

banks to collecting toys for Toys for Tots,” said AMPAL Group

franchisee Amit Patel. “However, Buffalo Wild Wings was truly

honored to be able to partner with the community to help this

local child in need.” S

AMPAL Group and Local First Responders

Rally for Infant Fighting Cancer

Organized by the Parsippany Police PBA

Local 131, the fundraiser donated 15

percent of purchases to support Emma

Wyman.

Emma Wyman’s parents (far left in

yellow) stated in the Daily Record that

it was probably the best day since they

have had since Emma got sick.