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 3
Effective
PAGE 16
Recognizing Employees Crucial to
Establishing Company Culture
PAGE 18
Preparation and Customer Service Key to
Sound Public Relations Strategy
PAGE 21
Communication:
Proper Processes Lead
to Proper Understanding
Effective
Communication:
BREAK OUT
THE PEPSI
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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
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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
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paper using eco-friendly inks.
Copyright© 2017
Printed in the U.S.A.
www.myfbsonline.org
ON THE COVER
A business is often only as good as its modes of
communication. Buffalo Wild Wings® franchise
companies, like Antsul Group, say that if good
processes are put in place, there’s really nothing
to it. For more on how your fellow franchisees are
making communications tops, turn to page 16.
COLUMNS
2
Chairman’s Column
by Wray Hutchinson, FBS chairman
DEPARTMENTS
4
FBS Member News
10
Team Up for Kids™
11
Event Calendar
11
Recognitions
12
Franchisee Spotlight
FEATURES
13
Spotlight on the 115th Congress: Rep. Mia Love (R-UT-04)
16
Effective Communication: Proper Processes Lead to Proper Understanding
by Christina Cannon, FBS communications manager
18
Recognizing Employees Crucial to Establishing Company Culture
by Christina Cannon
21
Preparation and Customer Service Key to Sound Public Relations Strategy
by Jessica Loeding, FBS director of communications
22
Can You Terminate an Employee for Legal, Off-Duty Conduct?
by Doug Duerr, Elarbee Thompson Sapp and Wilson, LLP
24
Better Data Builds Better Restaurants
by Stacy Smith, Mize Houser & Company P.A.
26
Interviewing & Selection
by Dennis Snow, Snow & Associates
27
Understand How People Make Decisions
by Dan Coughlin, The Coughlin Co.
28
Personal Productivity as a Habit
by Laura Stack, The Productivity Pro
DIRECTORIES
14
Associate Member Listing
32
Advertisers Guide and Editorial Calendar
2017 Issue 3
2017 Issue 3 | THESCORE
From the Chairman
In many ways, this is similar to
our businesses. Imagine, if you will, a
message relayed to your management
team is misunderstood. And odds
are, as franchisees, we have all had
this happen. Before you know it, our
team members have heard an entirely
diferent play call. So, timeout. How do
we keep from coming up on the losing
end of efective communications?
Inside this issue of Te SCORE
you will hear from your fellow Bufalo
Wild Wings® franchisees about how
their operations win with a successful
strategy. And everyone agrees: Hands-on
is the best approach. Whether it’s one
store or 10, being inside the restaurants
ensures we see – and hear – how
our playbook is being interpreted
and implemented. Are passes being
dropped? Have we missed the mark?
Checking with the team regularly
ensures objectives are clear and allows
us to verify that those expectations are,
indeed, what we are getting.
Drawing up your list of goals for
each position and clearly relaying them
to each team member isn’t always as
easy as it sounds. Yet, it is vital for
successful operations. Franchisees have
countless ways of stating the company’s
objectives and recognizing those team
members who go above and beyond to
help the team over the goal line, and
several B-Dubs® owners took the time
to share their best practices with us for
this issue.
A comprehensive communications
strategy does not stop inside the four
walls of a Bufalo Wild Wings. As
franchisees, our operations communi-
cate with media, nonprofts, business
organizations, vendors and schools on
a daily basis. In other words, we speak
to the community each day. It is crucial
for our success as franchisees, and as a
brand, that we are continually sending
the right messages into the communi-
ties where we operate. If you do not
have a strategic communications plan, I
encourage you to begin putting one in
place now.
As an association, Franchise
Business Services makes communica-
tions a priority. We reach out through a
number of avenues – from Te SCORE
to webinars to the weekly News You
Can Use email – to keep you updated
on what other franchisees are doing
well and to educate you on important
business topics and how FBS is
advocating for you.
Let’s not stand on the sidelines
waiting for the call. Get in the game!
Wray Hutchinson
e’ve all seen it – and, as a Jets fan,
I have seen it more frequently than
most – there is confusion in the
huddle. The QB looks to the sideline
for guidance. The clock is running down. The coaching
staff is frantically signaling, but the signals are
conflicting. Instead of calling a timeout, the play is run
just before the clock runs out. Handoffs are bobbled.
Blocks are missed. The QB gets sacked. THE Butt Fumble.
SAVE THE DATE
2018 FBS SUMMIT
Make your plans to join
fellow franchisees and
franchisee leadership on
October 10-12, 2018
JW Marriott Marquis Miami
2017 Issue 3 | THESCORE
MEMBER NEWS
n June 17, roughly 100 children from around north
Mississippi gathered at the Ballard Park Sportsplex in Tupelo
to learn a thing or two about football from some of the sport’s
top athletes.
Tis was the frst year for the All-Star Football Camp, but
the event went of without a hitch. Kids, ages 6-12, were invited
to attend the camp for a $50 registration fee. Children from the
local Tupelo Haven Acres Boys & Girls Club could participate
for free. Each participant received a T-shirt, lunch and goodie
bag, and proceeds from registration beneftted the club.
A total of 13 college and professional football players
volunteered their time to coach one of the fve stations – ofen-
sive lineman/linebackers; defensive lineman; punter/kicker;
wide receiver/quarterback; and defensive back. Children rotated
through the 20-minute stations and participated in a warm-up,
team-building exercise, drills and were even able to hear testimo-
nies from the athletes.
“Our Tupelo store just celebrated our fve-year anniversary,
and we always do some sort of event for our local Boys & Girls
Club. Tis year we wanted to do it up big!” said Leslie Nabors,
who oversees sales and marketing for Wingin’ It, LLC. “I saw
where corporate held an event in Dallas with Dak Prescott where
they donated bleachers and scoreboards to their Boys & Girls
Club. Since Dak Prescott was from Mississippi State, we wanted
to do something similar. We had our team and general manager
from the store volunteer their time to help with camp. We also
had the players come out to the restaurant the Friday night
before the camp for a meet and greet.”
Participating athletes included Jonathan Banks from the
Chicago Bears; Russell Copeland from the Bufalo Bills; Tyson
Lee, Reggie Harris and Chris Jones from Mississippi State
University (MSU); Ken Lucas from Ole Miss; and Josh Cuthbert
from LA Tech among others.
“I had a great community that included a couple of radio
station reps, TV reps, city of Tupelo community leaders and lots
of volunteers,” explained Nabors. “One of the radio station reps
for a sports talk station had the contacts and was able to get the
players to ofer their time for this great cause. She also was able
to get lots of great sports memorabilia for the silent auction.”
Silent auction items included a signed print from former
University of Mississippi legend Eli Manning; a basketball
autographed by MSU women’s basketball head coach Vic
Schaefer; a football signed by MSU head football coach Dan
Mullen; an autographed Super Bowl ball from former Ole Miss
player Terrence Metcalf; a guitar autographed by the Tennessee
Titans; MSU football player Jameon Lewis’ game-day gloves; and
much more.
Te silent auction was able to raise $2,400, and the entire
event brought in a little over $5,000. Te funds were used to
provide the local Boys & Girls Club with bleachers for both its
gymnasium and outdoor playing feld.
“Te exposure that our BWW Tupelo store received from
the community was something we could never have paid for, not
to mention seeing the faces of these kids catching passes from
their heroes was something they will never forget,” said Nabors.
“We will continue to make this event bigger and better every
year.” S
Tupelo BWW Teams Up With College, Professional
Athletes for Inaugural All-Star Football Camp
Kids participating in the first-ever All-Stars Football Camp
rotated between five stations focusing on a different position at
each one.
THESCORE | 2017 Issue 3
MEMBER NEWS
n May 22, Antsul Group’s Bridgewater, New Jersey, location
participated in a quarter-century tradition known as the Taste
of Somerset. Held at Te Palace at Somerset Park, the tasting event
is the largest in the state and attracted roughly 500 attendees.
Tickets for the all-you-can-eat event were priced at $75, and
guests got to sample food and drinks from over 40 vendors and
restaurants. Te event also featured live music, a 50-50 rafe and
a variety of door prizes and giveaways.
“Tis is the second time BWW of Bridgewater has partici-
pated in this wonderful event,” said Jackie Torsiello, regional
training and marketing manager for Antsul Group. “We love
giving back to the surrounding communities any way we can,
and this was held for such a great cause. It would have been hard
to pass this opportunity up.”
Te event benefted the PeopleCare Center, a 33-year-old,
not-for-proft organization that provides a physical plant to
house nonproft agencies and organizations at below-market
cost. Proceeds from the Taste of Somerset have been donated to
the PeopleCare Center since the event’s inception and has raised
more than $435,000 for the organization throughout the event’s
25-year history.
For this year’s event, B-Dubs® prepared roughly 600
boneless wings tossed in the signature mild and honey barbecue
sauces. Te restaurant also prepared fried pickles and popcorn
shrimp and ofered anyone who stopped by the booth a chance
to win a dinner for two as part of a free rafe.
“It was a very pleasant challenge fguring out what items to
ofer and how much to prepare for this event. Another challenge
was the initial set up for the event and making sure our food
stayed at the perfect temperature,” said Torsiello. “Te entire
experience was wonderful. Everyone was simply there to enjoy
the night out. We look forward to participating next year and
continuing to give back to our local communities. Tis event was
held for an amazing cause, and this is what BWW is about.” S
Antsul Group Participates in 25th Annual Taste of Somerset
For this year’s event, Buffalo Wild Wings® prepared 600 bone-
less wings, fried pickles and popcorn shrimp.
2017 Issue 3 | THESCORE
MEMBER NEWS
n May 6, over 650 people passed through a Bufalo Wild
Wings® in Troy, Ohio, to show their support for the
Imagination Library, an international reading program with a
presence at the Troy-Miami County Public Library.
Te program, originally founded by country music singer
Dolly Parton in 1995, provides one free book per month to
children until they reach the age of 5. Te books are mailed
directly to the children’s homes, and the program in Troy-Miami
County currently has about 3,000 kids enrolled.
Te Imagination Library is supported by area foundations
and the United Way, but is looking for additional funds to
expand the program for the 60 children on the waiting list.
In February, the director of the Troy-Miami County Public
Library, Rachelle Miller, approached her local B-Dubs® restau-
rant looking for help.
“Rachelle explained to me about the Imagination Library
and how it has met and exceeded every statistical standard that
was rolled out to them when they began ofering the program,”
said Darcy Bruns, director of operations for Strawberry Wings
Inc., which owns the BWW location. “We have not worked
with the Imagination Library in the past, but several years ago,
we did a huge event for the Troy-Miami County Public Library
when they had massive federal funding cuts.”
Te B-Dubs location agreed to donate 10 percent of sales
from 11-2 a.m. to the program – a fgure that ended up totaling
just under $3,000.
“Te money raised through this event was enough to
provide 124 children from newborn to age fve a free book a
month to enhance the children’s literacy skills,” explained Bruns.
“Tis is amazing, and we look forward to assisting with this
program again in the future and hope to be able to double what
we did this time.”
In addition to the percentage donation, from 2-5 p.m. the
restaurant hosted a Balls for Books Toss where patrons could
compete in a football toss alongside a local sports writer, football
coach and members of the high school football team.
Te location also tied the event into the ongoing Kentucky
Derby by having a donation draw for a horse in the Derby
with the winner receiving a 32-inch TV, as well as a $3 Trifecta
donation with anyone with the winning Trifecta guess receiving
a prize.
“We closed it out with 15 gift baskets that were donated by
local business that we rafed of in the evening,” added Bruns.
“Unfortunately, we were scheduled to start our day with a Pass,
Punt and Kick training camp, but had to cancel that event due
to the feld conditions.” S
Strawberry Wings Helps Raise Nearly $3,000
for Local Imagination Library Program
1 Strawberry Wings Director of Operations Darcy Bruns poses
for a photo with a cutout of Dolly Parton who founded the
Imagination Library program. 2 The mascot for the minor league
baseball team, the Dayton Dragons, was in attendance at the
Imagination Library fundraiser. 3 Several of the day’s events and
fundraising efforts were centered around the Kentucky Derby.
4 BWW hosted a Balls for Books Toss where patrons could
compete in a football toss alongside a local sports writer,
football coach and members of the high school football team.
n June 21, seven Bufalo Wild Wings® locations owned by
franchise group Lancaster Wings came together to host an
All Ohio Eat Wings Raise Funds event for an employee, Cassidy
Burger, who lost her home to a devastating fre earlier that
month.
Burger has worked as a waitress at the Heath, Ohio, loca-
tion for over three years.
Te participating locations included Athens, Lancaster,
Heath, Canal Winchester, Taylor Square (Reynoldsburg),
Mount Vernon and New Philadelphia. Te locations donated 10
percent of all sales during the three-hour dinner period and were
able to collectively raise over $1,800 to help Burger rebuild her
home.
“Te employees really stepped up to help this family,” said
franchisee Larry Tipton. “As a company, we understand the
importance of valuing a sense of community in our business. I
can’t say enough about the great people we have who gave their
hard earned money to this cause.” S
Lancaster Wings’ B-Dubs Locations Come Together to Support One of Their Own
THESCORE | 2017 Issue 3
MEMBER NEWS
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arlier this spring, the Lighthouse Shelter, a faith-based
homeless shelter, sufered a huge loss when it was forced to
close its doors due to a food. Te organization did not have
food insurance since they were not in a food zone, and most of
the damage accrued was not covered. Following the disaster, the
organization’s volunteers worked diligently to relocate families
that had been staying at the shelter.
In an efort to help the organization pick up the pieces, a
local Marion, Illinois, Bufalo Wild Wings® hosted two separate
events on June 10 – a pre-opening friends and family event and
a VIP night. Roughly 1,000 people came out for the VIP night,
and collectively, the events raised $2,073 for the shelter.
“When we heard their story, we were compelled to help
them raise money so they could reopen and continue to serve the
community,” said Z&G Restaurant Group Regional Manager
Becky Johnson.
Money collected from $3 dessert and alcohol sales was
donated to Te Lighthouse Shelter, and the events included
several rafe items for additional fundraising. Guests were able to
purchase tickets for items such as koozies, key chains, hats, towels
and T-shirts, and winners were contacted the following day.
Rafe items even included larger prizes such as a cooler, a cooler
table, a refrigerator, a guitar and 10 coupon books for free wings
for a year.
“As a new restaurant in the community, we wanted to do
everything we could to make an impact with an organization
that had an urgent need, and the Lighthouse Shelter was a great
partner for our VIP fundraising night,” said Johnson. S
Z&G Restaurant Group, LLC Raises Funds for
Local Homeless Shelter Following Flood
A Marion, Illinois, B-Dubs® raised $2,073 for the Lighthouse
Shelter. L-R: Wanda Zwick, board president Lighthouse Shelter;
Michelle Clark, executive director Lighthouse Shelter; Johnathan
Savage-Russell, general manager; Becky Johnson, regional manager.
2017 Issue 3 | THESCORE
MEMBER NEWS
n July 19, residents of Southeast Missouri focked to a Cape
Girardeau Bufalo Wild Wings® to show their support for a
local police ofcer who had been recently diagnosed with cancer.
When the restaurant became aware of the ofcer’s situation, it
reached out to help, and even though this is the frst time it has
partnered with the Fraternal Order of Police chapter, the Bufalo
Wild Wings location often teams up with frst responders.
Law enforcement and frst responders from surrounding
counties came out in droves to the EWRF event, which raised a
total of $1,251 for the unnamed ofcer. Te fundraiser did such
a good job of raising awareness that following the event, many
residents made a trip to the police station to donate money. Over
the course of the day, the Fraternal Order of Police chapter raised
$4,200 for the ofcer.
“When we opened the doors at 10:30 a.m., it was fooded
with people, and it didn’t stop that day. We had delivery orders
to businesses like no other that day, which the ofcers took
to help the personal experience of this fundraiser,” said Holly
Gordon, manager with Z&G Restaurant Group, which owns
the B-Dubs® location. “Tis extended beyond just Cape County.
We saw many law enforcement/frst responders come from the
surrounding Perry and Scott counties to support their fellow
brother.”
Ofcers attending the EWRF event not only spent time
meeting and greeting residents but also seating guests, busing
tables, running delivery orders and giving children a tour of their
cruisers.
“While Bill Zellmer, franchisee with Z&G Restaurant
Group, is a business man, he is also a family man and has created
such an environment for his business,” said Gordon. “In him
doing that, he has made it possible for us as managers to extend
that to our employees and guests. Tis isn’t just a ‘job;’ it’s a
family for us and our guests. Taking care of family is what we do!
When I say this, I am speaking for my entire team: We wish the
best for the ofcer and his family.” S
Z&G Restaurant Group Hosts EWRF for
Police Officer Diagnosed With Cancer
The EWRF event for a Cape Girardeau police officer diagnosed
with cancer raked in $1,251 and saw overwhelming support.
JK&T Wings Inc. Sends Tasty Care Package to Soldiers
s a token of their gratitude to all of the men and women
who work hard to serve our country, a JK&T Wings Inc.
location in Holland, Michigan, wanted to reach out and person-
ally thank these brave soldiers.
On July 25, general manager of the Holland location, Brian
Lemkie, reached out to Javier Gutierrez and asked him a simple
question: What are his fellow soldiers’ favorite wing sauces
from Bufalo Wild Wings®? After receiving a response, Lemkie
packed up a box of their favorite sauces and shipped them to the
soldiers.
“I wanted to give Mr. Gutierrez and his fellow soldiers
a taste of home as a small appreciation and a thank you for
everything they do for our country,” said Lemkie.
“Te package was received and a million thanks to the
Bufalo Wild Wing franchise for being so generous and for the
support,” said Gutierrez. “Tank you all so much.” S
Gutierrez shows his gratitude for the gift from JK&T Wings Inc.