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 2
Family
Affair
Meet Your Newest Board Member:
Karim Webb
PAGE 16
Succession Planning Makes
Transfers Seamless
PAGE 32
PAGE 26
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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
Jessica Loeding
Managing Editor
jessical@myfbsonline.org
Kristen Perez
Associate Editor
kristenp@myfbsonline.org
Advertising Sales
Jeff Reynolds
Director of Business Partner Relations
jeffr@myfbsonline.org
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-
ness Services. All Rights Reserved.
In keeping with our commitment to the
environment, this publication is printed
on certified, environmentally-friendly recycled
paper using eco-friendly inks.
Copyright© 2016
Printed in the U.S.A.
www.myfbsonline.org
ON THE COVER
The Franklins – the late Gerald Franklin Sr., Gerald “Jerry”
Franklin Jr. and Colleen Franklin – are just one of the
families operating Buffalo Wild Wings® franchises. Turn to
Page 26 to find out what makes BWW “A Family Affair.”
COLUMNS
2
Chairman’s Column
By Wray Hutchinson, FBS Chairman
DEPARTMENTS
4
FBS Member News
14
Event Calendar and New Store Openings
14
Recognitions
17
Team Up for Kids™
19
Franchisee Spotlight
FEATURES
16
Meet Your Newest Board Member: Karim Webb
by Kristen Perez, FBS communications coordinator
20
Is Your Website Accessible?
by Douglas H. Duerr, Elarbee Thompson Wilson and Sapp, LLP
22
Labor Legislation Raises the Stakes in 2016 Election
by Jessica Loeding, FBS director of communications
26
Franchisees Make Buffalo Wild Wings a True Family Affair
by Jessica Loeding
32
Succession Planning Makes Transfers Seamless
by David Ciambella, The Rawls Group
34
Wow Your Customers: 3 Keys for Delivering Great Customer Service
by Dennis Snow, Snow & Associates
38
Irrational Beliefs and What to Do About Them
by Dan Coughlin, The Coughlin Company
40
Fundamentals: 9 Strategies for 2016
by Jim Sullivan, sullivision.com
42
Back Office Needs: To Staff or to Outsource?
contributed by Mize Houser & Company P.A.
DIRECTORIES
15
Associate Member Listing
44
Advertisers Guide and Editorial Calendar
2016 Issue 2
2016 Issue 2 |
THESCORE
A Message FROM THE CHAIRMAN
“With the Sister Sledge disco
chestnut ‘We Are Fam-i-ly!’ as their
anthem, the never-say-die ’79 Pirates
battled through a grueling season, and
a tough World Series, to reign as World
Champions once again.”
The Pirates’ on-field leader and Hall
of Famer Willie Stargell used the song
as a rallying cry and, in doing so, made
a loud statement: We need to be more
than a team, we need to be a family.
To me, there is no stronger bond
than that of family. We all aspire to
have relationships that mirror that of
family, and when we do, we are quick
to identify the similarities and adopt
one another as “brother from another
mother” or “sister from another mister.”
But wait a second! Haven’t we all
heard about the horror stories coming
out of the holidays about family? What
about all the movies that are based on
the stress and insanity about spending
time with family? Does anyone else
have a Cousin Eddie? So why in our
right minds would we aspire to be like a
family?
Oh, and don’t get me started on
all the warnings you will receive when
you bring up the subject of working
with family. My favorite piece of advice
was, “Get the operating agreement
done while you all still like each other.”
Working with family? Not a good idea,
yet …
In this issue you will learn about
those who, like Willie Stargell, defied all
the critics and naysayers and leveraged
the love, experience and respect for one
another into building a strong BWW
business with their actual family. It’s not
always easy, but as one of them once
told me, “He’s crazy at times, but he’s
my crazy.”
We lost one those trailblazers
on July 25 with the passing of Gerald
“Gerry” Franklin Sr. In the early 1990s,
Gerry saw the possibilities within
Buffalo Wild Wings®, becoming the
brand’s fourth franchisee and opening
the first standalone B-Dubs® location.
Working alongside his son, Jerry, and
granddaughter, Colleen, Gerry built his
business around the love of family and
the beliefs he held dear. From his service
on the battlefields of World War II to
his service within the community, Gerry
leaves a lasting legacy for all of us to
follow.
We look forward to the FBS Summit
in October, an opportunity to bring
together our franchisee family that was
so dear to Gerry. We hope you will join
us at Caesars Palace in Las Vegas, Oct.
12-14. This year’s FBS Summit features
a stellar lineup of speakers, including
Buffalo Wild Wings® Board of Directors
Chairman James Damian and Golden
State Warriors General Manager Bob
Myers. With registration only $200, it is
the perfect opportunity to bring along
your managers and capitalize on the
informative – and fun – agenda. Regis-
tration is a snap, just visit the event
website at www.cvent.com/d/gfqcvd/4W.
The BWW group is one big family,
and the Summit allows us to share in the
joys and challenges of being entrepre-
neurs while supporting each other and
tapping into the wealth of knowledge
within our brand. I hope to see you
there!
Wray Hutchinson
aybe it’s because our PNW Director
of Operations Brian Adams’ favorite
player is Roberto Clemente. Perhaps it
was because one of our partners, Joe
Janaszek, grew up in Pittsburgh, but for some reason, a
link to the Pittsburgh Pirates’ website caught my eye with
an article “We Are Fam-i-ly” and it begins:
JAMES DAMIAN
BWW Chairman
of the Board
From 1998
to 2010, Damian
served as senior
vice president,
chief design officer
of Best Buy’s Customer Experience
Design Group. Prior to that, Damian
held various executive posts throughout
the retail industry. He currently serves
on the boards of Century Park Capital
Partners; Moss Inc.; and as co-founder
and member of the Dotopia Founda-
tion Board for Social Responsibility. In
addition to serving as chairman of the
board, Damian also sits on Buffalo Wild
Wings’ Compensation Committee, Audit
Committee and Executive Committee.
He has expertise in concept devel-
opment and guest experience and how
these transfer to an international model
that fits in other cultures. While at
Best Buy, Damian was responsible for
reinventing the experience of shopping
in mass specialty retail. He uses this
experience at BWW in the relentless
pursuit of new concepts that go against
the grain and challenge the status quo.
KEYNOTE SPEAKERS
BOB MYERS
General
Manager of
the Golden
State Warriors
Myers was
named the 2014-
15 NBA Executive
of the Year for constructing a roster
that won a franchise-record 67 regu-
lar-season games and culminated in
winning the 2015 NBA Championship
– the team’s first title in 40 years. The
team returned to the NBA Finals in
2016. He also won a championship as
a player, having been a member of the
UCLA Bruins’ squad that captured the
NCAA title in 1995.
Before joining the Warriors, Myers
spent five years at Wasserman Media
Group, one of the largest global sports
and entertainment companies in the
world, as managing executive of a
client list of nearly 20 NBA players in
their team and endorsement contracts.
MARK BROWN
President and
CEO of Sazerac
Company, Inc.
Brown got his
start in the bever-
age alcohol busi-
ness at a relatively
young age when he began working in
his family’s pub business in the U.K. in
1971. In 1976, Brown joined British
alcohol cider-maker H.P. Bulmer as a
salesperson and by 1978 was sales
trainer. He came to the United States
in 1980, operating as the U.S. field
sales manager for Bulmer.
From 1981 to 1992, he served
as director of New Products, national
sales manager and, eventually, vice
president of Sales and Marketing
with Sazerac. Brown left Sazerac and
joined Brown-Forman (no relation) as
senior vice president and COO of the
Select Brands Group for two years.
He then spent the next three years as
president of the Advancing Markets
Group, before returning to Sazerac in
June 1997 in his current role.
WEDNESDAY, OCT. 12
THURSDAY, OCT. 13
Join fellow franchisees, managers and your vendor business partners at Caesars Palace in Las Vegas to hear
from these amazing keynote speakers, share best practices, discover new products and services at the trade
show and enjoy unique networking opportunities.
Register now at http://www.cvent.com/d/gfqcvd/4W
2016 Issue 2 |
THESCORE
MEMBER NEWS
ingin’ It, LLC was host to the BWW Championship
Series in four of the company’s markets: Florence,
Decatur and Cullman, Alabama, and Tupelo, Mississippi.
Leslie Nabors, sales and marketing representative for Wingin’
It, LLC, came up with the idea to create the BWW Champi-
onship Series after realizing how much the company already
does with tournaments, setting up tents, playing games with
kids for prizes and coupons – but nothing for the local recre-
ational teams. With a host of activities that already aligned
perfectly with recreational team sport tournaments, the
BWW Championship Series idea seemed like a perfect and
organic next step to Nabors.
Nabors met with the local parks and recreational director
in each of the company’s markets and found they were
hosting a year-end sports tournament with their different age
divisions in all of the club sports. The parks and recreational
directors were already prepared to give each of the winning
teams a trophy, so Buffalo Wild Wings® offered to give each
winning team a $30 B-Dubs® gift card to celebrate their win
at a BWW location of their choosing.
“And what team is going to turn down a $30 BWW
gift card? This encourages them to have their celebration
at the store and, of course, spend their gift card plus extra
sales for family members,” said Nabors. “We also have the
teams take their picture with our banner to place in the
stores, and the parks and recreational director puts the
pictures in our local newspaper at no cost to us! So, we
invest a $30 gift card per team for them to come have their
party at our store and increase sales, not to mention the
fun aspect for the store!”
This marketing tactic was a huge success for the
franchise’s targeted areas. The day of the event, several
teams came in and spent an additional $300 per team. This
program not only brought business back to Buffalo Wild
Wings, it also increased community involvement overall.
“The community outreach is as important as the sales
sometimes. We want our local town to consider us the
place that supports their kids in their sports and schools.
When the community sees you helping local kids, they will
support you!” said Nabors.
Nabors also advises fellow franchisees to reach out to
local parks and recreation departments to see what they can
do to be involved in recreational programs and suggests the
BWW Championship Series. “It’s a win-win for the fran-
chise and puts you in a great light in the community!” she
enthused. S
Wingin’ It, LLC Hosts BWW Championship Series
Wingin’ It, LLC and communities
across Alabama and Mississippi
brought the heat with its BWW
Championship Series!
THESCORE | 2016 Issue 2
MEMBER NEWS
he Make-A-Wish Foundation is known for its prolific quests
to bring joy to thousands of children suffering from life-
threatening illnesses each year. Now, Buffalo Wild Wings® has
joined its ranks by helping celebrate 13-year-old Scott Baisden’s
once-in-a-lifetime gift from the foundation. Scott was diag-
nosed with cancer while only in middle school. After spending
10 months in the hospital, Scott’s doctors suggested the family
reach out to the Make-A-Wish program. Scott’s wish to meet
Damian Lillard, the Portland Trail Blazers basketball star who
has been recognized as a two-time winning NBA All-Star and
the 2012-2013 NBA Rookie of the Year, came true in April 2016.
However, the merriment did not end with their introduction,
nor when Scott ate lunch with Lillard, met the entire Portland
Blazers team or even when he sat courtside with a friend to watch
a game. Scott was then treated to an exciting evening with friends
and family at Buffalo Wild Wings #3458. BWW hosted a watch
party for Scott, Saturday, May 7, at 5:15 p.m. during the Blazers’
playoff game. Scott’s entourage, a party of 13 including family and
Make-A-Wish volunteers, wore jerseys sporting their pride for
their favorite basketball teams or Make-A-Wish T-shirts to show
their appreciation to the beloved foundation.
World Wide Wings donated a $150 gift card to help cover the
party’s costs for food and drink during their celebration as well as
Blazer beads and posters. As World Wide Wings previously hosted
a Make-A-Wish party last year at the same restaurant, a volunteer
from the foundation reached out to B-Dubs® asking if they would
host another for one of its young winners. To further the excite-
ment, the Blazers defeated the Golden State Warriors 120-108.
“We have been supporting the Make-A-Wish Foundation
since we opened our first B-Dubs. To date, we have raised over
$130,000, granting over 25 wishes. For many of these children,
the wishes we grant make a turning point in the fight against
their illness. Doctors, nurses and other health professionals say
that the wish experience works in concert with medicine to
make their patients feel better emotionally and even physically.
That is why wishes matter and that is why we are so passionate
to support Make-A-Wish,” said Joe Janaszek, World Wide Wings
franchisee. S
World Wide Wings Celebrates a Wish with a Slam Dunk
Scott Baisden, 13-year-old winner of a Make-A-Wish event, cele-
brated the exciting occasion with a playoff watch party at World
Wide Wings’ Buffalo Wild Wings #3458.
2016 Issue 2 |
THESCORE
MEMBER NEWS
ancaster Wings Inc.’s
Lancaster, Ohio, location
was recently host to several
parties for a Central Ohio
family for a very exciting reason.
The Young family took home
thousands in cash, along with
the title of “winner,” and a new
car from the national TV game
show “Family Feud” and wanted
to celebrate with BWW! They
went through five rounds on
the long-running show, and
after filming for several days in
Atlanta, along with a full house
of over 100 friends and family,
came to the Lancaster Buffalo
Wild Wings® for four nights to
watch the show air on The CW Television Network.
The Young family chose to celebrate and host all of their
watch parties at the Lancaster location as it was large enough
to accommodate the party with more than enough TVs for
each night. They held all four watch parties at the restaurant
from Feb. 17-19 and Feb. 22 at 7 p.m., coordinated by Shayne
Hurd, the restaurant’s general
manager.
The Youngs’ success and
their parties at BWW were
even shown on Fox28 News
after “Family Feud” reached
out and notified Lancaster
local media about the family’s
victory. To further promote the
event, the watch parties were
also advertised on a digital
sign in front of the store, which
brought in a large following on
top of the already robust atten-
dance list. Perhaps Buffalo Wild
Wings may just be this family’s
good luck charm – or, at the very
least, a place to enjoy their good
fortune with good friends and great food.
“Our goal is to help make our local community the best
place to live, work, play and dine,” said Larry Tipton, Lancaster
Wings franchisee. “We were thrilled to be the restaurant of
choice to host the Young family’s ‘Family Feud’ watch party, and
congratulate them on their success!” S
Lancaster Wings Has Family Fun With ‘Family Feud’
The Young family is shown with “Family Feud” host Steve Harvey
in a photo courtesy of The CW Television Network.
aylie Cyr, a server at Pictor Enterprises’ Buffalo Wild Wings
in South Portland, Maine, recently exemplified employee
excellence and honesty. On March 10, Cyr was working at
restaurant #3544 when she went to bus one of her tables and
noticed an unsealed envelope left behind by a customer. Inside,
she discovered $1,700 in cash – a mighty sum for anyone,
let alone a 24-year-old college student. However, without a
second thought, Cyr immediately turned in the envelope to
the manager on duty, Paul Traugott, who recognized the name
written on the front of the envelope, Glen Morse of Morse
Builders.
Although Traugott knew this guest by name, he did not
have enough information to track him down. Traugott left a
note in the manager’s log describing what happened and to
expect a guest to come back in the following morning looking
for the envelope. Sure enough, the next morning, Morse came
looking for the money, and after the BWW staff was able to
verify his identity, it was promptly returned to him.
“We are very proud of Kaylie for doing the right thing! We
are lucky to have her on our team. She represents what we look
for in all of our team members, and we couldn't be happier for
her for the recognition she is receiving,” continued Jason Cole,
Pictor Enterprises franchisee. “Setting a good example is conta-
gious, and hopefully, we will hear of more uplifting stories like
this one in the future.”
Morse, who had the
envelope on hand for payroll
and bills, was so impressed
with her honesty that he came
into the restaurant a few days
later and gave Cyr $100 to
say thank you. Morse also
cryptically mentioned to Cyr
that this deed would not go
unnoticed. A few days after,
the Portland Press Herald
asked to speak with Cyr
because the guest had called
the newspaper and told them
the story. This led to a small
web story about the event,
which then prompted the local
radio station, WJBQ Q97.9, to
feature a story on Cyr as well.
“I’m happy I was able to give him his money back. I know
I’d want someone to do the same for me. I wasn’t expecting to
get anything in return, and I was surprised and happy that he
gave me $100 for turning it in,” said Cyr. S
BWW Employee Embodies Honesty
BWW employee Kaylie Cyr is
a B-Dubs® team member who
showed exemplary honesty
and professionalism when a
customer left a large sum of
cash by accident.
THESCORE | 2016 Issue 2
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wo Joes, Inc.’s Eat Wings Raise Funds (EWRF) program is
seeing a lot of success in its Minnesota-area restaurants. At
the Buffalo Wild Wings® in Mankato and Hutchinson, the EWRF
program has risen to a whole new level. Since starting the program
in 2011, Two Joes has increased sales and, more importantly, dona-
tions back to the participating organizations by 220 percent! Total
qualifying sales, not including alcohol and discounts, in 2011 was
$24,885, and in just four years, the company brought that total to
$79,746 in 2015 between just two locations.
“We believe the success for us has really been about
customizing the program to fit our organizations or groups that
are raising the funds. We have taken the core of the program
– eat at B-Dubs® – and we donate back, making it a different
experience to fit the different needs of the organizations,” said
Two Joes, Inc. franchisee Joe Frederick Sr. These tailored changes
include: extended hours, advertising the events on Buzztime,
adding in a silent auction, challenging schools to compete
against one another and more. “These are just a few of the
ways we make each EWRF event a special day at our locations,”
concluded Frederick.
Going forward, Two Joes set two program goals: fill every
Monday and Tuesday night with an event while giving back to
the local community organizations that support their establish-
ments. By March 2016, Two Joes was already well on track to
filling its entire EWRF calendar for the year.
Two Joes also gives the organizations participating in EWRF
events a list of best practices to help them have a successful
fundraiser. The list includes the following instructions, which
may help all future EWRF events experience similar success:
1. Set goals for the event: What are the
monetary expectations of the event
and what will the funds be used for?
2. Choose a date with at least two
weeks to advertise and “get the
word out” (possibly tied to another
event the organization is already
planning).
3. Print off and distribute at least 500 event tickets to family,
friends and supporters of the organization.
4. Use the email forward-friendly version of the event ticket to
send out to the organization’s database.
5. Post the information in the organization’s newsletter and
social media outlets.
6. Record a short 30-second video that includes the date and
time of the event for a more effective form of advertising on
social media.
7. Send out reminder emails or posts on social media on the
day of the event.
8. Make your presence known at the store as we invite you to
display information about your organization for guests to see. S
Two Joes, Inc. Kicks Up the Heat on its EWRF Success
Some competi-
tors ready to
compete in
the Blazin’
fundraising
challenge on
an EWRF night
at Two Joes,
Inc.
Blazin’ Bill and
local lacrosse
team players
ready to raise
some funds
and score
some goals
for an EWRF
event.
EWRF flyer used by Two Joes, Inc.
to encourage attendance at their
fundraisers.
MEMBER NEWS
2016 Issue 2 |
THESCORE
MEMBER NEWS
he staff of Let’s Eat Out, Inc.’s Buffalo Wild Wings® in Moun-
tain Home, Arkansas, participated in the chilling annual
fundraiser Polar Plunge, Feb. 28. Polar Plunge is the largest
fundraising effort benefiting Special Olympics in which individ-
uals and teams dive into various bodies of cold water across the
United States to raise funds and awareness for the program.
BWW’s involvement with the program organically grew
into a team-building exercise after Let’s Eat Out’s regional
manager, Carter May, drove by
an advertisement for the fund-
raiser and presented the idea to
his team. This event also served
as a means for the Mountain
Home staff to enjoy time with
May shortly before his last day
at the Mountain Home location.
The team of 12, including a team
member’s son, ranged from the
BWW Guest Experience Captain,
cooks, bar managers and even
one former manager – a true
testament to the genuine loyalty
of this B-Dubs® team.
The Arkansas Polar Plunge
took place at Norfolk Lake in
Mountain Home with a welcoming 40-degree temperature.
Blazin’ Bill was even in attendance to cheer on the team and
provide smiles and hugs to the many Special Olympics athletes
also participating in the event. As a team, B-Dubs raised $800 for
Special Olympics Arkansas, and the total for the day raised by all
teams was just over $12,000!
“Most come together for Best Costume or Largest Group,
but as far as fun goes, our Mountain Home Buffalo Wild Wings
team was the clear winner! It was such a great opportunity for
team development, as well as a great time for the Special Olym-
pics athletes who came to show their support. It was truly an
amazing day that won't be forgotten anytime soon,” continued
May. “It was also bittersweet as it was the last event that I would
get to do with my team from Mountain Home, as I accepted
a transfer to another state. A big thank you to our owner, Jim
Bruno, for supporting us. He started the donation and the team
added on top of his original contribution. He let us get together
as a team and let us take out the Blazin’ Bill suit – he is our
major sponsor.” S
Let’s Eat Out Builds Teams and Plunges Down
Blazin’ Bill busts a move at
the Arkansas Polar Plunge.
Blazin’ Bill was a huge hit with the athletes of Special Olympics Arkansas who also came out to the Polar Plunge fundraiser.
The Buffalo Wild Wings team before their icy plunge to benefit
Special Olympics Arkansas!