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 2
OUT
THE PEPSI
The Business of Beer
PAGE 20
Would You Like a Beer
With That?
The Art of the Sale
PAGE 24
PAGE 16
Tipton Talks
20Years
with BWW
McLANE FOODSERVICE
IS PROUD TO SERVE
BUFFALO WILD WINGS
NATIONWIDE
©2017 McLane Company, Inc. All rights reserved.
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
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
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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
Lancaster Wings franchisee Larry Tipton has been in love
with the family-friendly Buffalo Wild Wings® brand since
1998 when he opened his first location. Now with 10
locations in Ohio and Arizona, Tipton opens up in the
franchisee spotlight about how he is pushing himself
outside of his comfort zone and the lessons he is learning
along the way. Turn to page 16 to learn more.
COLUMNS
2
Chairman’s Column
DEPARTMENTS
4
FBS Member News
14
Team Up for Kids™
15
Recognitions
15
Event Calendar
16
Franchisee Spotlight
FEATURES
18
Spotlight on the 115th Congress: Rep. Rodney Davis (R-IL-13)
19
Changes Brewing as States Update Alcohol Sales Legislation
by Jessica Loeding, FBS director of communications
20
The Business of Beer
by Christina Cannon, FBS communications manager
24
Would You Like a Beer With That? The Art of the Sale
by Christina Cannon
27
Cyber Liability Risks: Protecting Your Business from Liability Issues
contributed by Insurance Information Institute
28
The Frontline Equals the Bottom Line
by Dennis Snow, Snow & Associates
30
Build an Ecosystem of Valuable Relationships
by Dan Coughlin, The Coughlin Co.
32
Employee Handbooks, Who Needs Them? You Do
by Doug Duerr, Elarbee Thompson Sapp and Wilson, LLP
34
Strategic Alignment is Critical to High Performance
by Laura Stack, The Productivity Pro
38
Form I-9: Staying Out of Trouble
by Stacy Smith, Mize Houser & Company P.A.
DIRECTORIES
17
Associate Member Listing
40
Advertisers Guide and Editorial Calendar
2017 Issue 2
2017 Issue 2 | THESCORE
From the Chairman
Te franchise community is making
a smooth adjustment to the frst major
leadership change in almost two decades.
Never before has the association publicly
rallied as it did in the spring, and the unity
of franchisees in the face of uncertain
times will carry the brand forward. Tis
solidarity and team spirit is part of what
makes the Bufalo Wild Wings brand a
leader in the industry.
Franchise Business Services took
great strides in collecting feedback and
representing the collective interests of
our group, and I want to thank those
of you who made your voice heard. Te
FBS Board is committed to ensuring the
long-term success of the brand, and we
understand that, as franchisees, we are
invested in the success of not only our
individual businesses but of the collective
Bufalo Wild Wings community.
While we eagerly await answers about
the next steps for BWW, we cannot rush
such a decision, and the replacement
process is just that – a process. We look
forward to working with the board in
a proactive manner and to see what the
future holds for the company and for us as
franchisees.
What better way to stay proactive
about your future than to attend the 2017
FBS Summit? Held at the Hilton New
Orleans Riverside Oct. 11-13, this year’s
summit will bring together franchisees,
managers and business partners under
the banner of “One Team. One Goal.”
Tis presents an unparalleled opportunity
to share suggestions and ask questions
alongside fellow franchisees.
Registration is now open at
www.cvent.com/d/45qjtp, and we invite
you to join us for educational sessions and
networking opportunities in the Big Easy.
Keynote speakers Dennis Snow and John
Hamburger will share valuable insights on
fnance, development and customer service
at this event you won’t want to miss. I
also encourage you to sign your managers
up for Snow’s stellar manager training
aimed at service, leadership and employee
development. And, as always, we will wrap
up our engaging summit with a little fun
at the annual Texas Hold ‘Em Tournament
and Casino Night.
I encourage you to be an active
participant in the future of FBS and
Bufalo Wild Wings, and the summit is
just one way to remain engaged in your
association and cultivate your network of
connections. Let’s go all in together.
Wray Hutchinson
s the first part of 2017 comes to a close,
Buffalo Wild Wings® faces a future of
change. After the announcement of CEO
Sally Smith’s retirement and the addition
of new members to the corporate Board of Directors,
B-Dubs® is preparing to turn the page to a new chapter.
BS
DENNIS SNOW
launched a division of
the Disney Institute re-
sponsible for consulting
with some of the world’s
largest companies. This
division quickly became
the fastest-growing
venture of the Disney In-
stitute and experienced
repeat business of nearly 100 percent. He also
spent several years with Disney University,
teaching corporate philosophy and business
practices. Today, Snow is a full-time speaker,
trainer and consultant who helps organizations
achieve goals related to customer service, em-
ployee development and leadership. He is the
author of the book, “Lessons from the Mouse:
A Guide for Applying Disney World’s Secrets of
Success to Your Organization, Your Career, and
Your Life.”
JOHN HAMBURGER
is the founder and
president of Franchise
Times Corp., a national
publisher of business
trade journals in fran-
chising and finance.
The company publish-
es Franchise Times
Magazine, a national
franchise industry trade journal; the Restaurant
Finance Monitor, a monthly financial newsletter
that covers the capital markets in the restaurant
industry; Food on Demand, which covers mobile
ordering and delivery; and Foodservice News, a
monthly newspaper for independent foodservice
and restaurant operators in the Upper Midwest.
He also produces a number of industry executive
conferences, including The Restaurant Finance
& Development Conference and the Franchise
Finance & Growth Conference.
KEYNOTE SPEAKER AND
MANAGER TRAINING LEADER
KEYNOTE SPEAKER
Join fellow franchisees, managers and your vendor business partners at Hilton
New Orleans Riverside 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/45qjtp
2017 Issue 2 | THESCORE
MEMBER NEWS
n March 13, media personnel, city ofcials and fans of the
University of Alabama’s softball team gathered at franchisee
Rick Story’s Florence, Alabama, Bufalo Wild Wings® for a press
conference and meet and greet. Coach Patrick Murphy and two
of his players traveled over two hours to the B-Dubs® for the
event, which included two radio
interviews with the players.
Te press coverage was a
precursor for a game held April 5
at the Florence Sportsplex. Over
2,500 tickets were sold for the
matchup between the University
of Alabama and Nashville-based
Lipscomb University. Tickets
were sold for $10 each, and
anyone who purchased a ticket
also received a promotional
voucher for a free snack order
of wings with the purchase of
a small order of wings.
In addition to playing
host, Bufalo Wild Wings was
on-site at the game to sell
T-shirts and help with other
duties as needed.
“It was a great community event and utilized our partnership
with the University of Alabama softball team,” said Leslie Nabors,
who does sales and marketing for Wingin’ It, LLC, which owns
the Florence location. S
Wingin’ It, LLC Hosts University of Alabama
Softball Game in Florence, Alabama
The University of Alabama and Lipscomb University softball
teams went head-to-head on April 5.
n Feb. 4, over 100 bowlers came out to participate in a
bowling tournament to “Strike Out Breast Cancer,” an
event that raised over $6,000 for the Genesis Cancer Center.
L.B. Wings, LLC’s Zanesville location was an ofcial co-sponsor.
Te tournament, which is in its second year, is put on by the
Zanesville Women’s Bowling Association.
“Linzey Allen from the event approached us seeking a
donation or sponsorship,” said Brandon Craddock, operations
specialist for L.B. Wings. “It was a fantastic cause, so we jumped
at the idea of being a co-sponsor for the event.”
Registration was at 11 a.m. and the tournament commenced at
noon. Te top fve men and women advanced to a stair-step fnal for
$750 in cash prizes. L.B. Wings also rafed of three adult bowling
balls, two youth bowling balls and two bowling ball bags. Te items
were sold to them by St. Clair Lanes at a discounted price.
Each bowler was given a set of breast cancer awareness gift
bags, which contained information on breast cancer awareness,
screening, self-examinations and warning signs. Te bags also had
items donated by local businesses such as ink pens, note pads, hair
care products and coupons, and there was even a photo booth
available for bowlers to stop and snap photos.
“Our goal is not only to raise funds, but to raise awareness,”
said Craddock.
Craddock notes that attendance was up this year. Last year,
112 people attended the event, but this year saw a crowd of 150.
“Raising breast cancer
awareness is a fantastic cause
that many people in our
community and across the
country are afected by,”
said Craddock. “We strive
to be a positive infuence in
our community and schools
through various donations and
events, and being on the front
line of a cause such as this
wasn’t something we could
pass up.”
Franchisee Bob Sparks
emphasized the importance of giving back to the community.
“Staying in touch with the community is how we can continue as a
valuable place for everyone to come and enjoy BWW,” he said. S
L.B. Wings, LLC Sponsors Bowling
Tournament to ‘Strike Out Breast Cancer’
“Our goal is not
only to raise
funds, but to
raise awareness.”
– Brandon Craddock,
Operations Specialist
THESCORE | 2017 Issue 2
MEMBER NEWS
n April 27, tragedy struck Bufalo Wilds Wings® employee
Autumn Wildes when her mother lost a long battle with
cancer, but B-Dubs® team members were there to lend a helping
hand.
“Autumn has been a team member at Limestone for a little
over a year now, and she has kept herself together amazingly
during this hard time,” said Matt Newquist, general manager of
the Wilmington, Delaware, location owned by franchisee Bobby
Pancake.
In the span of just two days, Wildes’ team members took
it upon themselves to start collecting money to assist with the
family’s funeral costs since Wildes’ mother did not have a life
insurance plan.
“Tis is how a team functions,” said Newquist. “I’m incred-
ibly proud to be a part of a team that takes care of their own with
such compassion.”
Te group donated over $300 in two days, and one team
member even supplied breast cancer awareness hats for the
B-Dubs team to wear.
“Individual/team eforts like these and the ability to use our
community stage to serve others well is absolutely breathtaking,”
echoed Mark Trewartha, chief operating ofcer for High 5
Hospitality. S
B-Dubs employees at the Wilmington, Delaware, location
collected over $300 for a team member who lost her mother to
cancer.
High 5 Hospitality Employees Band
Together to Help Out Local Team Member
n March 15, a Bufalo Wild Wings® in St. Clairsville, Ohio,
hosted an EWRF event to help the local recreation center get
a new hockey league of the ground.
“We have been connected to the St. Clairsville community
for 16 years, so we have worked with the rec center in the past,”
said Alita East, general manager for the Flying Bufalo Inc.-owned
location. “Tey approached us when they received approval for a
new roller hockey team.”
From 11 to 12 a.m., B-Dubs® collected 15 percent of sales
from patrons that brought in a ticket to donate back to the
league. Te fundraiser brought in $210 from 73 checks, not
including additional donations.
“Te atmosphere was upbeat and energetic,” said East, “kind
of like going to a reunion.”
Te roller hockey league began its season, which ran for
seven weeks, on March 29. Currently the league is for children
ages 4-13, but the rec center is open to adding more age groups
and even an adult league after it gauges interest.
Te league created a replica of the National Hockey League’s
(NHL) Stanley Cup called the St. Clair Cup, and attendees at the
EWRF event were invited to take photos with the trophy.
“We enjoy being a staple in the community and knowing
this group by name,” added East. “We have watched their fame
grow and look forward to celebrating all of their victories and
comforting the losses.” S
Flying Buffalo Inc. Hosts EWRF
for New Roller Hockey League
Attendees at the EWRF event for the rec center’s new roller
hockey league took advantage of the photo op with the St.
Clair Cup.
2017 Issue 2 | THESCORE
MEMBER NEWS
n April 5, Bufalo Wild Wings® locations in northeast
Ohio hosted Eat Wings Raise Funds events to support the
American Cancer Society’s local Relay for Life walks. Tere are
a total of 21 B-Dubs® locations included in the Bufalo Wild
Wings Cleveland Co-Op, and they all intend on participating
in local Relay for Life events in some fashion.
Te Cleveland Co-Op has teamed up with the American
Cancer Society for the last three years, and in 2015, the group
was presented the Corporate Excellence Award for leadership in
the fght against cancer.
“An American Cancer Society representative approached
one location to start with, and since there are Relay for Life
walks in every area there is a Bufalo Wild Wings location
in northeast Ohio, that
franchisee inquired with the
Co-Op about making it the
group’s charitable focus,” said
Colleen Flowers, director
of marketing for Franklins’
Management of Cleveland,
LLC.
Unlike other EWRF
events, the Relay for Life
fundraisers run for an entire
day, and 20 percent of the
day’s sales (minus alcohol
and tax) will be donated back
to the organization. Flowers
notes that many of the local Relay for Life Chapters will set up
a display inside their local B-Dubs on the day of the fundraiser
to promote their individual walk.
“It’s such a fun atmosphere inside the stores on the day of
the fundraiser – teams simply enjoy hanging out,” said Flowers.
“Tere was a slight competitive edge to it because the top teams
that brought in the most sales that day received a portion of the
Bufalo Wild Wings donation directly to support their team.”
In addition to hosting the EWRF event, the Bufalo Wild
Wings locations also have a presence at the local Relay for
Life walks. Some restaurants will send the Blazin’ Bill mascot,
sponsor wing-eating competitions, form their own team or sell
food and donate the proceeds back to Relay for Life and the
American Cancer Society.
In 2016, the NEO Co-Op raised over $21,000 for the
organization.
“We look forward to participating in this event at our three
locations every year,” said Jerry Franklin Jr., franchisee with
Franklins’ Management. “It is sad that just about everyone can
somehow personally relate to cancer, but it is wonderful to see
our communities come together and support those currently
fghting and those who are honoring loved ones that may have
lost their battle. Speaking with representatives and volunteers at
the American Cancer Society is truly inspirational, and we can
only hope we are able assist with helping fnd a cure.” S
Cleveland Buffalo Wild Wings Co-Op Hosts EWRF Events
to Support the American Cancer Society’s Relay for Life
Franklin’s Management of Cleveland, LLC has three participating
area locations that are a part of the Buffalo Wild Wings Cleveland
Co-Op.
THESCORE | 2017 Issue 2
n April 27, over 150 people gathered at the Timberline
Golf Club in Calera, Alabama, for the 12th annual Kevin
Derryberry Celebrity Golf Classic.
Te event raised $23,000, and proceeds from the tourna-
ment went to support Kevin Derryberry Ministries, a local
ministry designed to assist those in youth homes, prisons,
rehabilitation facilities and transitional facilities.
Organizer Kevin Derryberry and Director of Operations
for Southern Wings, LLC Tim Spencer had known each other
for over two decades, so when the event was looking for spon-
sors, it was a no-brainer.
Franchisee Sterling Barbour and the Alabaster B-Dubs®
location helped out by providing dinner for the afternoon
fight, which consisted of 1,200 traditional wings in various
favors and two cases of mini corn dogs. Te tournament was
closest to the Alabaster location, and Kevin and his family are
regular guests at that BWW.
“It benefts both his charity and our restaurants and brand
as the majority of the participants are guests of our loca-
tion,” said CiCi Spencer, general manager for the Alabaster
restaurant.
Te tournament consisted of a morning and afternoon
fight, and attendees were invited to participate in an awards
ceremony and an auction. Prizes were also distributed, in
addition to lunch provided by Full Moon BBQ and the
B-Dubs dinner spread.
In return for providing food, the Alabaster Bufalo Wild
Wings® received signage and advertising on event communica-
tions and entry to the tournament for one team.
“Partnering with Kevin and his group for this tournament
has been an incredible experience,” said Spencer. “His ministry
does awesome work in the community, and BWW Alabaster
feels like helping in any way we can – it is the least we could
do.” S
MEMBER NEWS
Southern Wings Provides Dinner for 12th
Annual Kevin Derryberry Celebrity Golf Classic
The Buffalo Wild Wings in Alabaster, Alabama, provided 1,200 wings and two cases of mini corn dogs for the 12th annual Kevin
Derryberry Celebrity Golf Classic
2017 Issue 2 | THESCORE
MEMBER NEWS
n March 4, a Bufalo Wild Wings®
in Bear, Delaware, hosted a Make-a-
Wish reveal for a local child.
Zachary’s wish was to go on a trip to
Walt Disney World, and because he also
loved B-Dubs® so much, volunteers from
the Make-a-Wish Foundation thought the
Bear location was the perfect place to let
him know his wish was granted.
“I can’t thank Bufalo Wild Wings
enough for all that they did to make
Zachary’s day amazing,” said Abbie Painter, a
Make-A-Wish volunteer. “Te staf was really
attentive and the family was so grateful.”
Te Bufalo Wild Wings location
provided food for the family, and the
B-Dubs mascot made a special guest
appearance.
“It’s rare to have a chance to make
someone’s dream come true,” said Bobby
Pancake, owner of the High 5 Hospitality
location. “But that’s just what we did. Te
look on Zachary’s face when he walked
in to the mascot and Make-A-Wish
volunteers touched everyone there. We’re
very grateful to have been a part of his
special day.” S
High 5 Hospitality Hosts Make-A-Wish Reveal for Local Child
Zachary’s wish was to go on a trip to Walt Disney World, and he was notified his wish
was granted at the Bear, Delaware, Buffalo Wild Wings.
his year, BW Wings Management
continued to show their support for
the Michigan City education system by
donating to the Michigan City High
School Alpha Yearbook and Cityzen
Newspaper Winter Ball. Te ball took
place Feb. 18 from 7-11 p.m. at the
Michigan City Uptown Arts Center.
Te Winter Ball is an annual formal
winter dance for Michigan City High
School that has been around since 1996.
It includes the entire student body and
is a precursor event to the prom in May.
Hundreds of students attend the event,
and a few students even visited Bufalo
Wild Wings® in their formal wear to
grab dinner before the dance.
As part of their donation, BWW
provided gift certifcates as door awards
and prizes for the ball’s giveaway events.
“BWW is absolutely one of our
best sponsors and community partners
in Michigan City,” said Michigan
City High School athletic director
Craig Shaman. “Tey are always happy
and willing to step up to support the
students and their local community.”
Franchisees Mike and Mark
Jones have been actively working with
Michigan High School for over a decade.
Earlier in the year, the company
worked with the MCHS Booster
Club to hand out wings to the entire
student body during a football game.
Te crowd even started chanting
“Tank you, B-Dubs®” throughout the
stadium. Te company also sponsored
a halftime wing-eating contest during
the MCHS and LaPorte rivalry game in
January featuring a former Indiana Mr.
Basketball.
Te Michigan City BWW is also
a founding sponsor of the Michigan
City Area Schools Elementary Sports
Program, an organization that was
integral in bringing back elementary
sports to the Michigan City area schools.
After ffth- and sixth-grade sports were
cut from elementary schools a few years
ago, a local committee board banded
together to bring the programs back
to the schools. BWW was one of the
community leaders that stepped up to
the plate to bring the programs back.
“Without a doubt, one of the great
things that separates our brand and our
franchise company is the willingness and
eagerness to be community-involved,
community-driven and a leader in
supporting great community events and
organizations,” said Sean Shaia, regional
manager for BW Wings. “We’re the
small-town champions and continue to
set an example in our communities of
what can be done together. If you give a
little, you get a lot in return.” S
BW Wings Management Gives Back
to Michigan City Education System
“BWW is absolutely one
of our best sponsors
and community partners
in Michigan City.”
– Craig Shaman,
Michigan City High School
Athletic Director