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 3
Meet VP of Franchise Operations:
Dale Gallion
PAGE 18
5 States Key to Future Fate
of U.S. Senate
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
Christina Cannon
Communications Manager
christinac@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
Business 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
Buffalo Wild Wings® franchisees took part in the brand’s Capitol
Hill Day. BWW Vice President of Franchise Operations Dale Gallion,
far left, joined franchisees Jenny Beaudoin, Brian Carmody, second
from right, and Mark Jones, right, in a visit with Wyoming Sen.
John Barrasso, center.
COLUMNS
2
Chairman’s Column
By Wray Hutchinson, FBS Chairman
DEPARTMENTS
4
FBS Member News
12
Recognitions
13
Team Up for Kids™
15
Event Calendar and New Store Openings
19
Franchisee Spotlight
FEATURES
16
In Memoriam: Remembering Marnie Carabell
18 Meet VP of Franchise Operations: Dale Gallion
20
Spotlight on 114th Congress: Rep. Steve Chabot (R-OH-01)
26
5 States Key to Future Fate of U.S. Senate
by Misty Chally, FBS vice president of legislative affairs
30
The Other Election: Battle for Control of an Ever-More Partisan Senate
by Brad Todd, OnMessage Inc.
33
NRA and State Partners Launch Political Engagement Program
contributed by the National Restaurant Association
34
Customer Service: Training for Excellence
by Dennis Snow, Snow & Associates
38
Are You Prepared for the New Overtime Rules?
contributed by Mize Houser & Company P.A.
40
Integrity is Not Always Automatic
by Dan Coughlin, The Coughlin Co.
42
High Power: The New Basics of Building High-Performing Teams
by Jim Sullivan, sullivision.com
DIRECTORIES
14
Associate Member Listing
44
Advertisers Guide and Editorial Calendar
2016 Issue 3
2016 Issue 3 |
THESCORE
A Message FROM THE CHAIRMAN
As small-business owners, we go to
bat for our teams, our companies, our
families. We feel the impact of each
questionable call from the officials.
In the game of business, however,
there is no instant replay or coach’s
challenge to overturn poor decision-
making by those tasked with refer-
eeing the environment in which we
operate.
Increasingly, it feels as though
regulators keep moving the target,
making the rules up as they go. From
the local to federal level, a litany of
regulations has flooded the court
recently. We, as franchisees, face
evolving rules of operation on every-
thing from overtime and minimum
wage to scheduling and sick leave.
Regulation and legislation dictate how
business owners operate and who
wins and who loses. The upcoming
election will determine not only who
controls the White House but which
party controls the Senate, and the
outcome will have far-reaching effects
for our industry.
While exploding in Bobby Knight
fashion solves nothing, there are
ways we, as franchisees and business
owners, can step up to the plate and
help ensure we have the right people
in our corner. I encourage you to do
some research and educate your-
self on the platforms and policies of
those seeking elected office at every
level this November. Take time to
get to know those men and women
campaigning to be mayor, councilman,
state legislator or congressman. The
legislation adopted by these officials
directly impacts you and your busi-
ness. Advocate for legislation you
believe in by calling, emailing or
writing to your representative. You
may also choose to become involved
by running for office, which affords
you the opportunity to impact your
community and its business owners.
As an association, Franchise
Business Services also provides educa-
tional avenues for members. Our
annual FBS Business Summit brings
together members, system suppliers,
and industry and legal experts for an
event packed with information and
tools to help your business succeed.
Our association also works through
communications to deliver the latest
updates on regulations to our members.
Whether through FBSVotes.com, The
SCORE, webinars or social media, we
have you covered on the legislative
front. For example, we have dedicated
this issue to the upcoming election
and the business issues on everyone’s
mind.
As voters, we have a voice and the
ability to promote positive change by
supporting those who represent good
policy. Help shape the future and the
outcome of the most important elec-
tion of our lifetime by becoming – and
remaining – engaged in the political
process. I ask you not to sit on the
sidelines this November. Far too much
is at stake to remain silent.
Wray Hutchinson
ndiana-Purdue. Feb. 23, 1985. Hoosiers coach
Bobby Knight, in his railing against the injustice
of an officiating call, picked up an Indiana-red
chair – his chair – from the sideline and hurled
it across the court. He was ejected. The Hoosiers would go
on to lose the game, but The General made coaching lore
for his impassioned outburst prompted by the wrong he
felt his team was dealt.
2017 BUSINESS SUMMIT
October 11-13, 2017
Hilton New Orleans Riverside
SAVE
THE
DATE
Plan now to join fellow franchisees and
your franchisee leadership at the
2016 Issue 3 |
THESCORE
MEMBER NEWS
hen Carbondale, Illinois, police officer Trey Harris was
shot in the line of duty July 31, Zellmer, LLC’s Carbondale
Buffalo Wild Wings® location decided to step in and assist. After
hearing of the shooting, teammates and managers wanted
to host an Eat Wings, Raise Funds (EWRF) event to help the
injured officer. BWW reached out and made arrangements.
Once details of the EWRF event were finalized, word-of-
mouth spread quickly. Social media and fliers also helped adver-
tise the fundraiser, which was held from open to close Aug. 10.
This exposure led two local TV stations to pick up the event.
Buffalo Wild Wings experienced a huge turnout to assist
the “Carbondale Injured Officer’s Fund.” Carbondale Police
Department, fire departments, neighboring police stations,
many local business owners, loyal guests, BWW team members
and their families packed the location to enjoy wings while
giving back to one of the community’s own. By saying “I’m here
for Trey,” 10 percent of all pre-taxed sales, excluding alcohol,
went to support the injured officer.
Harris even made a special appearance to thank BWW and
the community for their support. Three men were arrested in
connection with the shooting just days before the EWRF event.
“I am extremely proud of efforts the staff at BWW Carbon-
dale put into this event to make it such a success. We continue
to enjoy a fantastic relationship with our police department.
They’re always there when we need them; it’s important to be
there when they need us,” franchisee Bill Zellmer said.
In addition to plenty of positive press and wonderful
comments from both guests and staff, the EWRF event gener-
ated more than $4,800 in store sales. S
Zellmer, LLC EWRF Event Supports Injured Officer
Zellmer, LLC’s Carbondale location held an Eat Wings, Raise Funds
event for injured Carbondale, Illinois, police officer Trey Harris.
Carbondale Fire Department personnel were among those coming
out to show their support for Harris and Buffalo Wild Wings.
iversified Restaurant Holdings Inc. rallied its St. Louis loca-
tions after Ballwin, Missouri, police officer Mike Flamion
was shot in an ambush July 8. The shooting left Flamion para-
lyzed from the neck down.
Coordinated by the DRH Marketing and Operations team,
the fundraising event was held Aug. 3 for the course of the
day. A fundraising flier was created and deployed to all 18 St.
Louis B-Dubs® locations prior to the fundraiser. In addition to
fliers being placed in takeout bags and handed out, employees
discussed the fundraiser daily with BWW guests.
As a show of support to local law enforcement, all 18 loca-
tions connected with their area police department and provided
food to the agency, along with inviting them to the fundraising
event for Officer Flamion. Although an overall attendance
number was not available, countless city officials turned out to
support the injured officer.
“On behalf of the entire Buffalo Wild Wings® team, we
are very proud to support the first responders who help serve
and protect our local communities every day,” said Diversified
Restaurant Director of Operations Tim Garner. “Our Buffalo
Wild Wings restaurants throughout the greater St. Louis metro-
politan area came together with the community to help support
Officer Flamion and his family.” S
Diversified Restaurant Holdings Coordinates
Fundraiser for Wounded Officer
Diversified Restaurant Holdings’ 18 Buffalo Wild Wings® in the
St. Louis area hosted a fundraising event Aug. 3 for Ballwin,
Missouri, police officer Mike Flamion, who was left paralyzed after
being shot in an ambush July 8. Each location reached out to its
area police department and provided food to the agency in a show
of support.
THESCORE | 2016 Issue 3
hen historic flooding in parts of Louisiana left tens of
thousands of homes damaged and more than a dozen
people dead, Buffalo Wild Wings® franchisees were there to
assist. Locations from around the country joined JK&T Wings’
Louisiana stores to raise money for residents affected by the
flooding, which was brought on by almost 30 inches of rain
from Aug. 10 to Aug. 17.
Franchisees along the Gulf Coast reached out to JK&T
expressing interest in partnering for the fundraising effort.
Groups within the Chicago market also expressed a desire to
participate. More than 40 BWW restaurants were part of the
event, held Wednesday, Sept. 14. They included JK&T Wings
locations in Shreveport, Bossier City, North Lafayette, Ambas-
sador Caffery Parkway, Baton Rouge, Louisiana State University,
and select Michigan and Massachusetts locations. Others from
Louisiana, Mississippi, Texas, Alabama and Illinois included:
Hammond, Slidell, Elmwood, Algiers, Metairie, Covington,
Houma, Alexandria, Monroe, Lake Charles, Beaumont, Port
Arthur, Ridgeland, Mobile, Gulfport, D’Iberville, Hattiesburg,
Oxford, Columbus, Starkville, Pearland, Pasadena, Webster,
Woodlands, Sugar Land, Copperfield, Hedwig Village and
Atascocita.
Community Foundation of Acadiana, which partnered
with B-Dubs®, created a Buffalo Wild Wings Flood Relief Fund
specifically for the event. The event was advertised on social
media, radio and through press releases. Locations donated
between 10 and 20 percent of sales on that day to the fund.
With JK&T operating within the communities and
employing those touched by the floods, seeing the support and
people come together was moving.
“The recent flood in Baton Rouge, Hammond and Lafay-
ette affected the communities we are a part of, along with many
of our team members,” said JK&T partner Tim Ward. “It is a true
honor to represent the Buffalo Wild Wings brand and to work
alongside the leaders throughout the brand that helped bring
this fundraiser to life. We all want to do our part; being able to
support and give back is what we are all about.” S
MEMBER NEWS
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Over 40 BWW Locations Raise Funds for Louisiana Flood Victims
Historic flooding that swept through parts of Louisiana in August touched the lives of Buffalo Wild Wings® employees, including
damaging the home of Cody Vercher, general manager of JK&T Wings’ Lafayette, Lousiana, location.
2016 Issue 3 |
THESCORE
hen the opportunity to assist two area organizations
opened up, Two Joe’s Inc. stepped up to the plate. The
Mankato, Minnesota, Buffalo Wild Wings® was one of a handful
of local eateries to enter the city’s first Wings Fest & Brew, held
Aug. 27 at Franklin Rogers Park.
Attendees purchased tickets that allowed them to sample
chicken wings from the area vendors during the four-hour
event. Proceeds from ticket sales benefitted the Mankato
MoonDogs, an amateur baseball team, and MRCI WorkSource,
a nonprofit working to rehabilitate disabled adults and place
them into jobs. MRCI selected judges for the occasion, while
patrons were also able to vote for their favorite bone-in and
boneless wings.
Two Joe’s Inc. worked with the group from concept to
execution. Organizers looked to Mankato’s annual Rib Fest,
which takes place over four days in early August, for ideas.
The event was advertised
on the radio and through
social media. Two Joe’s also
took the opportunity to
promote their participation
in the charitable event with
in-restaurant table tents.
In addition to tasty
wing samples, Wings Fest
& Brew featured a beer garden, a children’s area,
tables from local sponsors and music provided by IV Play, a
Mankato rock cover group.
Two Joe’s Inc. franchisee Joe Frederick said being involved
to support a community fundraising event was a huge benefit
to the company’s two Minnesota locations. “We have worked
with both the Mankato Moondogs and MRCI in the past, so
when they came together and hosted the Wings Fest & Brew,
we knew we had to participate! It was great to help shape a
first-year fundraising event for the area.”
The inaugural event was a home run, with more than 450
people in attendance. S
MEMBER NEWS
Two Joe’s Inc. Joins Wings Fest & Brew
to Raise Funds for Local Organizations
Two Joe’s Inc.’s Becky White sets up the
Mankato, Minnesota, Buffalo Wild Wings®
tent for the city’s inaugural Wings Fest &
Brew.
Local rock cover band IV Play took the stage
for the first-ever wings festival.
BWW was one of the local restaurants
cooking up delicious chicken wings for
attendees of Wings Fest & Brew, which was
advertised locally and inside the Mankato
store through the use of table tents.
THESCORE | 2016 Issue 3
MEMBER NEWS
lthough 1,500 miles separate JK&T Wings’ Shrewsbury,
Massachusetts, and Bossier City, Louisiana, stores, the two
Buffalo Wild Wings® locations are gaining attention for their
shared commitment to military personnel. Both restaurants have
painted designated purple parking spaces for wounded warriors.
Designated as a handicap space, the spots are purple and
set aside for Purple Heart recipients. The Bossier City loca-
tion features a sign declaring, “Reserved Combat Wounded,
Wounded Warriors Family Support,” and is emblazoned with
the Purple Heart medal.
Shrewsbury installed the combat-injured veteran space in
early May while having the parking lot seal coated. Pioneer Seal
Coating brought the idea to Regional Manager Scot Neri, as well
as the franchisees, who were more than happy to include the
spaces at the location.
“JK&T always is willing to support the troops. The troops
put their lives on the line every day to defend us. This is our way
of giving back. We also do a military discount every day in the
restaurant,” Shrewsbury General Manager Michael Gardner
said. “Pioneer Seal Coating came to us, as it was a project they
were working on for months, and they decided BWW Shrews-
bury would be a great place to start. We were the first business in
central Massachusetts to have this done. It is a great honor to be
able to give back every day.”
After seeing the idea in Shrewsbury, Bossier City’s BWW,
located near Barksdale Air Force Base, thought the gesture of
gratitude was an appropriate feature to include. The spot was
installed Aug. 5 at the Louisiana location and featured on the
local TV news a few days later.
“There are a lot of retired service members locally, and it is
our way to show our appreciation for them,” said Bossier City
General Manager David Helferich. “We jumped on the opportu-
nity as soon as we heard about it. We are looking at doing this in
Shreveport, Louisiana, as well, and hopefully, all of our locations
jump on board and do this.”
Both BWW locations reported receiving positive feedback
from the community. “There have been a number of tables that
have pulled me aside to thank us for the spot. They either had
veterans or active duty military in their family or they themselves
were military,” Gardner said.
Helferich said the purple parking space set a trend with
other Bossier City locales, including churches and businesses,
which have subsequently added spaces. S
JK&T Wings Locations Set Aside Parking
Spaces for Purple Heart Recipients
JK&T Wings’ Shrewsbury, Massachusetts, Buffalo Wild Wings®
installed the company’s first parking space for wounded military
veterans. The idea spread to the Bossier City, Louisiana, location
within months.
“There are a lot of retired service
members locally, and it is our way to
show our appreciation for them.”
– David Helferich, Bossier City general manager
2016 Issue 3 |
THESCORE
MEMBER NEWS
A
partnership has been formed between
AMPAL Group and the Fords Youth
Association, also known as the Fords
Bearcats, for the 2016 football season.
The association’s mission is to encourage
and increase youth participation in sports
through football, cheerleading and basket-
ball – with a strong emphasis on education.
The two organizations joined together
after the Bearcats held one of their coaches
meetings at the Woodbridge
Buffalo Wild Wings® loca-
tion and learned of AMPAL
Group’s sponsorships of
various local youth sports
teams.
Through the part-
nership, AMPAL Group
provides the Fords Bearcats
with a monetary donation
for uniforms, equipment
and upkeep of the football
field. BWW also provided
signage for the field’s billboard; held an
Eat Wings, Raise Funds event for the
Bearcats team; attended a pep rally with
Blazin’ Performer Certificates for all players
and cheerleaders; attended the teams’
awards ceremony; set up the BWW tent
at the BeerCatfests & Fish Fry preseason
2016 fundraiser; and plans to sponsor the
Bearcats again this upcoming season. The
Fords Youth Association relies on sponsors,
such as Buffalo Wild Wings, to ensure they
can maintain their fee-free sports organization and give local
youth the option to play the game they love regardless of their
family’s financial situation.
“Woodbridge Buffalo Wild Wings saw a great turnout from
the local community for the Bearcats’ Eat Wings, Raise Funds.
We now host all of the Bearcats coaches meetings and look
forward to sponsoring the team again this season!” said Jordan
McMeen, AMPAL Group marketing coordinator. “This part-
nership has been exciting and fun-filled as this is a tight-knit
community that supports the businesses that support them.”
This partnership was marketed through several methods,
including a BWW-branded billboard for the football field and
a BWW-branded banner at the entrance to the field. In addi-
tion to the signs, AMPAL Group attended multiple games with
the BWW tent throughout the season, and the BWW logo
is even featured on the athletic organization’s website. The
Fords Bearcats teams’ end-of-the-season party was also held
at AMPAL Group’s Woodbridge, New Jersey, location. All five
teams, including the cheerleading squads, came in for lunch
with their parents and coaches for this celebratory event.
“AMPAL Group was honored to partner with the Fords
Bearcats for their 2016 football season. Buffalo Wild Wings
managers and team members from the Woodbridge location
loved attending the Bearcats games and events throughout the
year to cheer them on. AMPAL Group’s Woodbridge Buffalo Wild
Wings looks forward to sponsoring the Bearcats again for their
2017 season!” said Amit Patel, AMPAL Group franchisee. S
AMPAL Group Sponsors Fords Youth
Association’s 2016 Football Season
The Fords Bearcats football and cheer teams were sponsored by
AMPAL Group through various fundraising initiatives throughout the
year. The Fords Bearcats’ field sign was sponsored by AMPAL Group,
showing BWW’s pride and support for its local youth initiatives.