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 | 2017 ISSUE 1
Order Up: The Pervasive
Culture of Online
Ordering and Delivery
PAGE 20
The Game of Higher
Education
PAGE 22
McLANE FOODSERVICE
IS PROUD TO SERVE
BUFFALO WILD WINGS
NATIONWIDE
TABLE OF CONTENTS
FBS Board of Directors
Wray Hutchinson
Chairman
Mark Jones
Vice Chairman
Jenny Beaudoin
Director
James Bitzonis
Director
Brian Carmody
Director
Steve Grube
Director
Roz Mallet
Director
Larry Podlager
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
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
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© 2017
Printed in the U.S.A.
www.myfbsonline.org
ON THE COVER
Anderson Management Group franchisee Brad
Anderson views operations in the college communi-
ties surrounding the University of Montana and
Montana State University as the opportunity to
create lifelong B-Dubs® fans. Turn to Page 14 to
learn more about Brad in the Franchisee Spotlight.
COLUMNS
2
Chairman’s Column
DEPARTMENTS
4 FBS Member News
11 Team Up for Kids™
13 Recognitions
13 Event Calendar
14 Franchisee Spotlight
FEATURES
12 Meet the Chief Information Officer Santiago Abraham
16 B-Dubs Sauce and Rub Sales Benefits Boys & Girls Clubs of America
by Anna Streetman, FBS contributing author
18 For the Love of Beer: How to Provide Smart Alcohol Service
in a College Town
by Christina Cannon, FBS communications manager
20 Order Up: The Pervasive Culture of Online Ordering and Delivery
by Christina Cannon
22 The Game of Higher Education
by Christina Cannon
28 Don’t Be Fooled by Fraud
contributed by Mize Houser & Company P.A.
30 Five Ways to Use Training to Minimize Employee Turnover
by Jim Sullivan, sullivision.com
31 Recognizing Restaurant Burnout and Dealing with Restaurant-related Stressors
contributed by BB&T
32 Marijuana, OSHA and Workplace Safety: They Don’t Mix Well
by Doug Duerr, Elarbee Thompson Sapp and Wilson, LLP
34 The Three-Part Approach to Optimizing Every Meaningful Interaction
by Dan Coughlin, The Coughlin Co.
36 Your Corporate Culture’s ‘Artifacts’ – What Would Indiana Jones Say?
by Dennis Snow, Snow & Associates
DIRECTORIES
21 Associate Member Listing
40 Advertisers Guide and Editorial Calendar
2017 Issue 1
2017 Issue 1 | THESCORE
Chairman’s Column
Whether they come from the Ivy League or just the School
of Hard Knocks, fans will fnd their team at Bufalo Wild Wings.
As small-business owners, we can fnd a wealth of knowledge
and experience within the franchise system. In this issue of Te
SCORE, we highlight franchisees who are not only team players
when it comes to B-Dubs®, but have ingrained themselves in the
culture of college towns across the nation to become key players
in those arenas as well.
Tese owners, managers and employees have worked
diligently to learn the Xs and Os of partnering with academic
groups, athletic teams and the universities they represent.
Whether they serve as a haven to cheer on the LSU Tigers or a
place to root for the Yale Bulldogs, these locations are dedicated
to supporting their student customers and doing what it takes
to grow the brand. Franchisees in these cities have learned how
to leverage the prevalence of delivery and online ordering and
mitigate drinking culture by stepping up their game when it
comes to responsible alcohol service.
Operating in these locations can seem like a whole new ball
game, but it’s one that our team is winning. Regardless of where
your restaurants are located and who dines in them, as a business
owner, it helps to have someone in your corner. We, at Franchise
Business Services, are that resource.
From educational communications and informative meetings
to advocacy eforts, FBS has you covered. We hope you will join
us for the annual FBS Business Summit in New Orleans Oct.
11-13 where all of the pieces come together under our theme
of One Team. One Goal. Tis is the perfect opportunity to up
your game. Spend time networking with members and system
suppliers, and hear from industry and legal experts during an
event packed with information and tools to help your business
succeed.
None of this would be possible without you, the franchisees.
I encourage each and every one of you to step up to the plate, and
ofer best practices and words of wisdom to your fellow franchi-
sees. Let’s go the distance, together.
Wray Hutchinson
hirty-five years ago, Buffalo Wild Wings®
was born on the campus of The Ohio State
University. Today, you can find a B-Dubs® near
colleges from Bangor to Ewa Beach. BWW acts
as the “Official Hangout for NCAA Sports,” including
March Madness®, Men’s and Women’s Final Four® and the
individual championships. Beyond the court, the brand is
also behind the Buffalo Wild Wings Citrus Bowl where the
goliaths of the college gridiron meet on New Year’s Day.
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2017 Issue 1 | THESCORE
MEMBER NEWS
even years ago, a board member from
the Cancer Support Community in
Dover, Delaware, reached out to Bufalo
Wild Wings® franchise group High 5
Hospitality, LLC, and the Resolution
Run was born. Te annual race has since
raised over $62,000 to aid the local
Cancer Support Community’s mission,
with $7,500 being raised at the 2017
event alone.
“Considering that there were two
new 5K races on the same day in the
state, we were very pleased with the
turnout, and the event went smoothly,”
said Alison MacKenzie, director of
marketing for High 5 Hospitality.
Te race, held on New Year’s Day,
boasted 175 walkers and runners and
consisted of a 5K race and a healthy kids
run. Registration was held the morning
of the event at the BWW restaurant, and
following the race, B-Dubs® sponsored an
after-party.
Managers and staf arrived an hour
before their regular shifts to help with
the event setup and registration, which
were both held in the dining room of
the restaurant. In addition, roughly 10
employees came out exclusively to help
run the event.
Te frst 100 registrants for the race
were provided with a $5 gift certifcate
for use during the after-party, which
included an awards ceremony. Roughly
150 participants came out to the after-
party, and the restaurant saw a 50 percent
increase in same-store sales for the lunch
day part.
“One of the tenets of the High 5
Hospitality organization is to ‘Serve
Others Well,’ and that is what events
like this enable us to do – serve our
communities well,” said franchisee
Bobby Pancake. “We’re very proud of
our ongoing partnership with the Cancer
Support Community and look forward
to hosting the eighth annual Resolution
Run in 2018.” S
High 5 Hospitality Sponsors Seventh
Annual Resolution Run
Since the Resolution Run began seven
years ago, it has raised $62,000 for the
Cancer Support Community in Dover,
Delaware.
n Jan. 4, JK&T Wings held an Eat
Wings Raise Funds event at the
Walker Bufalo Wild Wings® to support
the Ricker family during unimaginable
difculty. Te Ricker family has two sons
who were both diagnosed with cancer 11
months apart.
One year ago, their eldest son,
Brison, was diagnosed with a rare and
inoperable brain tumor with a zero
percent survival rate. And on Dec. 23,
2016, their younger son, Preston, was
diagnosed with thyroid cancer that has
spread to his lymph nodes.
Steve Cassiday, general manager
of the Big Rapids, Michigan, location,
approached franchisee Kent Ward with the
idea of hosting an EWRF for the family.
Cassiday is a friend of the Ricker family.
“When Steve shared the story about
the Ricker family, we knew we needed to
do something,” said Ward.
BWW employees said the atmo-
sphere in the restaurant that day was full
of energy and had a “family feel” to it.
Management estimates that roughly 60
percent of customers during the dinner
rush were there to support the Rickers,
and during lunch, it seemed as if most of
the guests were there for the fundraiser.
Te EWRF event ended up raising
$2,100. JK&T Wings also contributed
$2,000 to the family. In addition to
the fundraising, JK&T Wings made an
announcement on the local news station
to wish Brison a happy birthday; the
fundraiser was held on his birthday.
“Being able to do our part, to
support and give back, is what we are
all about,” said Ward. “Te generosity
of the community and our team
members for the Ricker family was very
overwhelming and heartwarming to be a
part of.” S
JK&T Wings Provides Over $4,000
for Ricker Family Medical Expenses
JK&T Wings helped the Ricker family
remain #RickerStrong by hosting an EWRF
for the family and raising over $4,000 to
go toward the family’s medical expenses.
THESCORE | 2017 Issue 1
MEMBER NEWS
our World Wide Wings locations in
southern California have partnered
with a Los Angeles-based nonproft to
turn their restaurant’s trash into treasure
for area school kids.
Te Crayon Collection, founded
in 2011, teams up with restaurants and
hotels that distribute free crayons to
children when they dine and reallocates
them to schools and classrooms in
need. Trough the National Head Start
Association and USA.org, the Crayon
Collection has been able to provide
millions of crayons to roughly 1,000
schools across the country.
Tis not only keeps the crayons
out of landflls, but also supplements
arts programming in schools where
such programs may get cut due to
underfunding.
“It’s a great program, and it is very easy
for us to be able to contribute to a great
cause,” said Holly Riggsby, area general
manager for the Chino Hills location. “Te
employees react well to the program. Some
have even brought in extra crayons from
home and other jobs they have.”
Managers at the participating
locations note that they collect anywhere
from 20 to 50 crayons a day and that the
process is fairly efortless. Participating
B-Dubs® locations set up a box in the
restaurant where employees put gently
used crayons as they bus tables. A
representative from the Crayon Collection
then drops by every few months to empty
out the donation box.
In addition to providing materials
to schools, the Crayon Collection also
teams up with local artists to create and
provide teachers with lesson plans and
instructional resources. Artists such as
Kenny Scharf and Annie Lapin rotate
out on a monthly basis coming up with a
curriculum that implements the crayons
and goes beyond simply coloring.
“It’s a great feeling to have our
company take part in charitable aspects,”
said Riggsby. “We defnitely have the
platform that can bring recognition to
other charitable organizations.”
Bufalo Wild Wings® began
partnering with the Crayon Collection
when a representative from the nonproft
approached the West Covina location
roughly three years ago. Management at
that restaurant then reached out to other
area B-Dubs. Te Brea, Chino Hills and
Rancho Cucamonga locations began
participating last year. S
World Wide Wings Partners With Crayon
Collection to Boost Arts Programming in Schools
The Crayon Collection aims to keep gently
used crayons out of landfills and provide
them to schools in need, along with arts
programming.
BDUBS, LLC Hosts
Seventh Annual
Tip-A-Player Event
n Jan. 23, a Bufalo Wild Wings® in
Rapid City, South Dakota, hosted
the annual Tip-a-Player event, benefting
the Special Olympics Black Hills. Te
event, which is in its seventh year, pairs a
professional hockey player from the local
Rapid City Rush with a special Olympian
and a BWW server. Te trio serves and
waits on a normal table section and all tips
are given to the Special Olympics Black
Hills – a fgure that has grown to more
than $20,000 since the event started.
“Our guests absolutely love being
waited on by the Rush players,” said Matt
Benne, managing member for BDUBS,
LLC, which hosted the event. “It’s their
chance to get up close and personal with
our local professional athletes, but the
real excitement from the night comes
from the Special Olympics athletes
interacting with their local heroes.”
Te athletes are broken up into two
groups – one working from 4:30-6:30
p.m. and another from 6:30-8:30 p.m.
Benne notes that anywhere from 200 to
500 people typically come out, depending
on the year, and that the restaurant has
seen sales increases up to 50 percent.
“Te Tip-A-Player event is something
our team members, ownership group and
Rush players look forward to every year
knowing how much joy this brings the
Special Olympics athletes,” said Benne.
Te Rapid City Rush advertised and
announced the event at every home game
the month leading up to the event. In
addition, the local cable provider donated
30-second commercials and prizes that
were rafed of during the event. Te
Rush and Special Olympics Black Hills
also sent out emails and press releases to
garner interest for the big event.
“When the Rush originally asked us
to become corporate sponsors, the then
general manager of the Rush and I modi-
fed a previous event he had used with
another team,” said Benne. “Te Special
Olympics Black Hills was an organization
where we knew the money would impact
our local community. We also had a
special needs individual who worked for
us, which made it an obvious ft.” S
On Dec. 17, a Bufalo Wild Wings®
in Culpeper, Virginia, opened its doors to
the community for a free beneft concert to
help locals get into the holiday spirit and
to help collect donations for the Culpeper
Food Closet.
Te event kicked of with a Santa meet
and greet that included free pictures from
4-6 p.m., and then guests were invited to
participate in a restaurant-wide mannequin
challenge, which is a viral video trend where
people remain frozen in action, like manne-
quins, while a moving camera flms them.
Local pop singer Alex Caruso began
performing a Christmas concert with
special guest Bailey Hayes at 7 p.m., and
at 10 p.m. attendees were encouraged to
participate in a holiday dance party.
Even though B-Dubs® only advertised
via social media, the frst-year event still
went of without a hitch with well over
200 people in attendance.
“Alex Caruso has a big local following,
and a lot of the area Girls Scouts were
in attendance,” said Belle Holdings Inc.
franchisee Kevin Donham. “Te event
was held to try and raise donations in the
way of canned food for the Culpeper Food
Closet, and we donated around 100 cans
of non-perishable food items.” S
Belle Holdings Inc. Hosts Holiday Benefit Concert
2017 Issue 1 | THESCORE
MEMBER NEWS
Pictor Enterprises Hosts EWRF
for Friends of Farmington
n Jan. 25, a Bufalo Wild Wings® in Farmington Hills,
Michigan, hosted an Eat Wings Raise Funds event for
the Friends of Farmington. Te organization heard of the
fundraising program and approached the restaurant through
the Community Connections section of the Bufalo Wild
Wings website.
“Tis is the frst time we have worked with Friends of
Farmington, but many of our initial EWRF nights turn into
annual events and we hope this becomes the case with Friends
of Farmington,” said Scott Beebe with Pictor Enterprises,
which sponsored the event.
Roughly 100 people attended the event, and in addition
to the percentage night, Friends of Farmington also collected
funds through a 50/50 rafe. Te proceeds will be used for
the New Building Fund and capital reserve upgrades for the
town of Farmington.
“We are committed to helping make the surrounding
communities stronger and a better place to live, work and
play,” said Beebe. “We love working with local nonprofts and
youth sport organizations to achieve a common goal.” S
Lancaster Wings Offers Gift
Cards to Blood Donors during
the Month of January
ancaster Wings Inc. helped save lives by incentivizing its
customers and everyone who loves wings and beer to donate
blood throughout the month of January.
Te company, which owns 10 locations in Arizona and
Ohio, provided Te American Red Cross with $5 Bufalo Wild
Wings® gift cards for anyone who donated at any of their blood
drives throughout Fairfeld County in Ohio. Lancaster Wings
has had a long-standing relationship with the Red Cross and has
partnered with the organization on many events and promotions.
Tis was the gift card incentive’s fourth year in efect.
“We were proud to make a tangible contribution to the
community in a way that helps to save lives – especially through
this program, which underscores the importance of partnership,”
said franchisee Larry Tipton.
Although an estimated 38 percent of the U.S. population is
eligible to donate, less than 10 percent actually do each year. Te
incentive to donate is in the spirit of National Blood Donor Month.
“I hope we helped the Red Cross not only meet, but surpass,
its local blood collection goal in January by providing a little
something extra for those who were willing to brave the cold to
donate,” said Tipton. S
n Nov. 14, tragedy struck for a Morris Plains, New Jersey,
family when a fre destroyed their home. Luckily for them,
Bufalo Wild Wings® Assistant General Manager Kahli “Murph”
Murphy came across the news and wanted to do something for
the family of fve, who were displaced from their home.
Murphy orchestrated two separate Eat Wings Raise Funds
events to help the family in need. Te frst took place at a
Rockaway B-Dubs® location on Dec. 12, and the other took
place at a Parsippany BWW on Dec. 14. Both locations are
owned and managed by AMPAL Group.
Te fundraisers donated 20 percent of sales from 11 a.m.
to 1 a.m. the following day to the Visoskas family, and the two
events brought in roughly $800.
Te EWRF event was promoted through local community
and media pages, local organizations’ Facebook pages, printed
EWRF fyers, local newspapers and word of mouth.
“As this is a tight-knit community, many residents and the
school the family’s children attend have come together to help
this family in their immediate time of need as they lost every-
thing in the house fre,” said Murphy.
In addition to the Eat Wings Raise Funds events, the
community has started two Go Fund Me accounts for the family,
which have collectively raised over $37,000.
“We, at AMPAL Group, are happy to help the Visoskas
family in their time of need and look forward to helping other
families and organizations throughout this coming year,” said
franchisee Amit Patel. “AMPAL Group prides itself on giving
back to the community and has held numerous Eat Wings
Raise Funds for local families in need, sports teams, schools and
nonprofts.” S
AMPAL Group Hosts EWRF Event for
Local Family Affected by House Fire
The Visoskas family came out to participate in the Eat Wings
Raise Funds event and is pictured here with Assistant General
Manager Kahli Murphy.
THESCORE | 2017 Issue 1
MEMBER NEWS
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Ready For
Summer?
rom Nov. 6-19, the Bufalo Wild Wings®
in Moundsville, West Virginia, held a
gift card drive to help the Marshall County
Family Resource Network (FRN) make
Christmas a little brighter for 160 teenagers.
Te Marshall County FRN hosted a
gift and food bag assembly to help teens ages
13-18 throughout the county. Te Carolyn
Dalzell Closet of Hope provided necessities,
such as shower gel and non-perishable meals,
for the gift bags, which were distributed
to county middle and high schools before
winter break. Each gift bag also included a
$15 gift card to Bufalo Wild Wings.
During the two-week gift card drive,
B-Dubs® employees approached customers
asking them to donate $5. Te Flying
Bufalo Inc. location had an original goal of 300 donations but
surpassed it with an additional 107 donations. Te restaurant
raised a total $2,035 – enough to provide roughly 135 gift cards
worth $15 to the FRN. Te FRN collected enough money to
provide gift cards for the remaining 25 baskets.
Te gift card drive was originally
brought to franchisee Stephon Green’s atten-
tion by the team at the Marshall County
FRN.
“Tey are regulars who come in for
lunch on a weekly basis,” Green said. “We
loved the idea right of the bat.”
Tis is the second year Flying Bufalo
Inc. has participated in the gift card drive,
and the BWW team looks forward to
running the gift card drive on a yearly basis.
Ben Omaits, general manager of the
Moundsville location, mentions that the
event was a hit with both the locals and the
staf members.
“Te people of Moundsville are
amazing people,” Omaits said. “Everyone
was very enthusiastic and more than willing to participate. We
thought this was a great opportunity to give something back. Every
year this event creates a lot of excitement for me and my staf. It
is everything the holidays are all about, and it creates an uplifting
feeling to start the holidays of.” S
Flying Buffalo Inc. Holds Gift Card
Fundraiser for Teenagers in Need
From left, Icee Miller, general manager
Ben Omaits, Kierstan Markey, Christy
Bednar and Eric Durig were the top four
gift card sellers during the holiday gift
card drive.
2017 Issue 1 | THESCORE
MEMBER NEWS
n Jan. 11, a Bufalo Wild Wings® in
Tupelo, Mississippi, hosted an Eat
Wings Raise Funds event for the Tupelo
High School Band. Te band was one of
three high school bands across the nation
invited to participate in President Donald
Trump’s Inaugural Parade.
Te 220-member band had three
and a half weeks to raise $110,000 for the
trip to Washington, D.C.
“We knew this was a huge deal for
Tupelo – not only the school but the
city, too,” said Leslie Nabors, marketing
manager with Wingin’ It, LLC, which
hosted the event. “Tis happens once in a
lifetime for a lot of these kids, so we knew
we had to help.”
Te restaurant donated 15 percent
of all sales from 11 a.m.-8 p.m. to the
Tupelo High School Band. Over 250
people came out for the event, which
was able to raise more than $800. Te
band also had a donation bucket in the
restaurant as well.
“We had a lot of teachers and schools
ordering lunch to-go,” said Nabors. “We
had athletes, the police and fre depart-
ment, city ofcials and a ton of parents
and students come out.”
Te funds were used for lodging,
transportation and food, and the band
members did not have to pay anything
out-of-pocket for the trip.
“Tupelo is a city that always rises to
the occasion with support from the entire
community,” said Wingin’ It franchisee
James Koza. “We are happy to help.” S
Wingin’ It, LLC Helps Send Tupelo High School
Band to President Trump’s Inaugural Parade
The Tupelo High School Band was one
of three high school bands across the
nation that was invited to participate in
President Trump’s Inaugural Parade.
n Nov. 16, a Bufalo Wild Wings®
in Birch Run, Michigan, hosted an
Eat Wings Raise Funds event to help a
local 11-year-old boy battling leukemia.
Xavier was diagnosed with A.L.L. in
August 2016, and is currently scheduled
to undergo three years of treatments at
Motts Children’s Hospital in Ann Arbor.
Marshall Greene Middle School
approached the restaurant in early
November looking to hold a fundraiser.
“We have a strong relationship with
Marshall Greene Middle School, so we were
extremely excited to take part in this cause,”
said Mark Ansley, director of operations for
Diversifed Restaurant Holdings Inc., which
owns the Birch Run B-Dubs® location.
Te restaurant donated 15 percent of
all sales during a given time to Marshall
Greene Middle School. Te school was
able to present $380 to Xavier’s family to
help with his battle.
During the event, Xavier and his
mother Skyped the restaurant, and the
video feed was displayed through the
restaurant TVs. Te duo announced
that Xavier’s younger sister, Natalia,
was determined to be a match as a bone
marrow donor.
“Everyone was shocked and
applauding,” said Ansley. “Te atmo-
sphere was magical and everyone in the
restaurant was overjoyed that he found
a match. Te family was aware ahead of
time, however the friends and classmates
that were present at the event to support
him were not.”
According to the UCSF Beniof
Children’s Hospital, there is a one in four
chance that a sibling will be a match for
a bone marrow transplant. Tis compares
to a 1 in 200 chance for a parent or a
one in a million chance of an unrelated
individual to be a match.
“On behalf of the entire Bufalo
Wild Wings team, we are grateful that we
were able to help Xavier and his family
through this hardship that they have
been faced with,” said Ansley. “Our Birch
Run Bufalo Wild Wings restaurant and
Marshall Greene Middle School came
together to help this young child and his
family through this journey in his life –
it’s truly amazing to see this community
come together.” S
Diversified Restaurant Holdings Hosts
EWRF to Help Child Battling Leukemia
Mirreya, Natalia and Angelina came out
to the Nov. 16 fundraiser to support their
brother, Xavier, who is battling leukemia.
Natalia, center, is a match for a bone
marrow donor and is expected to help her
big brother make a full recovery.
Xavier and his mother Skyped into the
Eat Wings Raise Funds event to announce
to family and friends that Natalia,
Xavier’s 9-year-old sister, is able to make
a bone marrow donation.