THE
2017 FBS Summit:
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 4
Page 18
McLANE FOODSERVICE
IS CELEBRATING 5 YEARS OF AN
OUTSTANDING PARTNERSHIP WITH
BUFFALO WILD WINGS.
THANK YOU FOR YOUR BUSINESS!
©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
Associate Editor
christinac@myfbsonline.org
Rachel Jackson
Communications Coordinator
rachelj@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
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Copyright© 2017
Printed in the U.S.A.
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ON THE COVER
Franchisee Bob Senkar flashes the last of his earnings
from Casino Night to bid on the final item of the
evening’s auction during the 2017 FBS Summit. For
more highlights from this year’s Summit, turn to
page 18.
COLUMNS
2
Chairman’s Column
DEPARTMENTS
4
FBS Member News
12
Recognitions
12
Event Calendar
13
Team Up for Kids™
16
Franchisee Spotlight
FEATURES
17
Spotlight on the 115th Congress: Rep. Jackie Walorski (R-IN-02)
18
2017 FBS Summit: One Team. One Goal.
26
Weathering the Storm: Franchisees Face Disaster With a Plan
by Jessica Loeding, FBS director of communications
30
Safeguarding Customers’ Data at Forefront of Cybersecurity Battle
by Jessica Loeding
32
To Deliver or Not to Deliver: That is the Question
by Christina Cannon, FBS communications manager
34 When Disaster Strikes, What Do You Owe Your Employees?
by Doug Duerr, Elarbee Thompson Sapp and Wilson, LLP
36
Lessons Learned From the Equifax Breach
contributed by BB&T Insurance Services
38
Why You Should Consider Using E-Payments for Your Restaurant
by Stacy Smith, Mize Houser & Company P.A.
40
Sustaining a Customer Service Initiative:
The Need for Long-Term Commitment
by Dennis Snow, Snow & Associates
DIRECTORIES
14
Associate Member Listing
44
Advertisers Guide and Editorial Calendar
2017 Issue 4
2017 Issue 4 | THESCORE
From the Chairman
As Bufalo Wild Wings® franchisees,
we work every day to protect our position.
Whether it’s the brand, the customer or
our business, we map out a playbook for
coming out on top. Franchise Business
Services, as your advocate, looks for ways
to help protect the collective investments
and stay abreast of what potential chal-
lenges the franchisee community faces.
Te annual FBS Summit is the
foremost way we work to provide educa-
tion and insight into how best to preserve
our interests – and the 2017 FBS Summit
was no diferent. I’m sure none of us
envisioned the changes that would afect
our brand in 2017, but our event in New
Orleans brought us together as one team
with one goal: safeguarding our personal
and professional investments in Bufalo
Wild Wings.
Whether it was consumer trends
like delivery and beverage alcohol or
keeping our customers’ information safe,
the FBS Summit armed the franchisee
community with tips and tricks for scoring
big with our audience. Tis issue of Te
SCORE recaps the Summit and just a
few of the presentations from this year’s
lineup: Franchisees James Bitzonis and
Jason Curtis stepped up and shared what
they’ve discovered about delivery, and
cybersecurity expert David Kim outlined
winning strategies for B-Dubs® owners to
implement in their businesses to shield the
personal data of BWW guests.
Franchisees had more to worry about
than just looking out for the competition
– they also took a pounding from Mother
Nature in 2017. From hurricanes to
wildfres, the system was deeply impacted
by natural disasters from coast to coast.
Several franchise groups took time to share
for this issue how they work to prepare
and protect their stores and staf during
these catastrophic events.
None of us know what 2018 will
bring, but as we face the new year, let’s
resolve to create positive change – in
our businesses, in our brand and in our
communities. From new leadership to
new technology, 2018 promises to be full
of remarkable opportunities, and we hope
you will join us for the 2018 FBS Summit
Oct. 10-12 in Miami, Florida, to fnd out
how franchisees are boosting their bottom
lines and how FBS is defending your
interests.
Your continued support of the
association allows us to work diligently
on having a voice in the future direction
of the brand and securing our position in
the industry. FBS will keep you updated
throughout the year on the association’s
eforts through emails, webinars and
Te SCORE. I encourage you all to take
advantage of the opportunities available as
part of your membership. We are truly one
team with one goal.
With a new year upon us, let’s
embrace all it represents – a new season
and a fresh start – and keep our eyes on
protecting our position. I wish you all
great success and happiness in 2018, and I
look forward to seeing you in Miami!
Wray Hutchinson
rom a young age, athletes are taught to
protect the puck, the paint, the ball, the
net, the lead – in other words, stopping the
opposition and scoring the victory. And, while
they say defense wins championships, making the right
decisions on offense to earn points is what brings home
the win.
Shawnna Duffy | Enterprise Operations Manager | 760.707.1587 | shawnna.duffy@buzztime.com
NOW WITH
ORDER AND PAY
AT THE TABLE
2017 Issue 4 | THESCORE
MEMBER NEWS
eing in the restaurant business can be tough. Tere
are many things that can weigh down on a restaurant,
and staying open for an extended amount of time can be a
challenge. So, when B-Dubs® Medina celebrated its 20-year
anniversary this August, it called for a huge celebration!
“When we opened in 1997, sports bars were a new
concept, and since we were the frst establishment in the
area where sports fans could come together to watch all the
big games, we became a community staple,” said Colleen
Flowers, director of marketing for Franklins’ Management of
Cleveland, which owns the Medina location. “As time went by,
more places began opening that serve a similar clientele as us.
Regardless, we are fortunate to have such a great community
that matured along with us and still love their WINGS. BEER.
SPORTS™. at B-Dubs Medina.”
Te restaurant kickstarted the weekend-long celebration
with an EWRF event for Blue Star Mothers of America.
Franklins’ Management’s CFO, Zarmel Hicar, is currently a
member of the organization, which is an association for women
who have children serving on active duty in the military. Te
EWRF event raised $1,000 for the organization and acted as a
great segue into the rest of the celebration.
Te following day consisted of a staf and customer
appreciation day. “We invited back previous employees and
managers. It was great to see so many old friends and hear the
old stories about the ‘good old days’ of BWW,” said Flowers.
“We also invited our business partners and vendors who helped
us along the way.”
Te highlight of the evening was the remembrance table
the store put out to honor loyal customers and employees who
had passed. Te best table in the restaurant was reserved, and a
list of names alongside their favorite cocktails were on display.
“B-Dubs Medina is a true piece of Bufalo Wild Wings®
history. It was the frst free-standing building built specifcally
to be a BWW,” said Flowers. “Tere were no specs to follow.
Tere were no mandates; it was simply the creative genius of
Gerald Franklin Sr. that made Bufalo Wild Wings Medina
what it is – a cornerstone for Bufalo Wild Wings (freplace and
all!)”
Te next day featured ’90s trivia, and roughly 30 people
came out for their chance to score tickets to the Cleveland
Indians and Browns games. Te weekend included live
entertainment from artist Ramon Landicho and food and drink
specials, as well as complimentary cake and ice cream.
“When you look back at what occurred within our four
walls over the past 20 years, it leaves you speechless,” said
franchisee Jerry Franklin Jr. “We count our blessings every
day for the amazing team we have had the pleasure of working
with over the years. It is our dedicated staf that is truly the
backbone of our company; we wouldn’t be standing where we
are today without them!” S
B-Dubs Location in Medina, Ohio,
Celebrates 20th Anniversary the Right Way
On Aug. 20, guests were invited to dig into complimentary
cake and ice cream to celebrate the Medina location’s 20th
anniversary.
The 20-year anniversary celebration went off without a hitch.
The restaurant remembered past employees and customers by
displaying their names and favorite drinks on the best table in
the house.
THESCORE | 2017 Issue 4
MEMBER NEWS
his football season, the North Dakota State University
(NDSU) Team Makers Club partnered with Bufalo Wild
Wings® to sponsor Bison Nation lunch events every Tursday.
Te NDSU Team Makers Club is a nonproft organization
that focuses on helping student athletes stay focused in school,
as well as providing them with a bright career path while raising
money for scholarships.
Previously, Team Makers had been hosting their luncheons
at hotels and at a ballroom within the Fargodome, but after the
local Bufalo Wild Wings catered some of the organization’s
2016 luncheons, the two groups decided to take it one step
further and begin hosting the events at the restaurant.
Jeremy Lembke, general manager of the Fargo, North
Dakota, location owned by Todd and Susan LaHaise of LaHaise
Management, LLC, notes the partnership has worked well for
the Team Makers Club. Te organization would typically order
a set amount of food with an anticipated attendance number
in hopes of serving everyone with minimal waste. Utilizing the
B-Dubs® location allows Team Makers to take the guesswork
out of how much food to prepare or order. Te restaurant is also
ideal because it is across the street from the NDSU campus, and
the coaches are able to come over for their interview without
disrupting their day.
“I was fortunate enough to develop relationships with a lot
of great people at the university, the athletic department and
Team Makers. From there, we just talked about ways to partner
with each other,” said Lembke. “Te partnership is a win for
everyone involved. We get to show new customers who we are
and what we are all about.”
Now, every Tursday during football season, anywhere from
30-70 Bison fans (depending on if the upcoming game is at
home or away) gather at their local BWW to watch games, eat
good food, talk sports and listen to head football coach Chris
Klieman and other NDSU coaches.
Te discourse is broadcast live on Bison 1660 AM and 92.7
FM and can be heard throughout the restaurant.
“It is safe to say that our lunches are busier. We excel at
great food at a great price in a great atmosphere. Having all the
diferent coaches speak about their programs is icing on the
cake,” said Lembke. “Why wouldn’t a Bison fan with a little
time to spare on a Tursday want to spend it with other Bison
fans talking about the success of the program and the opponents
coming up?” S
Buffalo Wild Wings Hosts
NDSU’s Bison Nation Lunches
Before teaming up with Buffalo Wild Wings, the Team Makers
Club hosted luncheons at a room within the Fargodome.
“The partnership is a win for
everyone involved. We get to
show new customers who we are
and what we are all about.”
– Jeremy Lembke
general manager
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2017 Issue 4 | THESCORE
MEMBER NEWS
or the fourth year in a row, Franklin’s Management of
Cleveland’s Warrensville Heights, Ohio, location has teamed
up with local news outlet Cleveland Jewish News (CJN) to
recognize high school athletes from the community.
Each week beginning Aug. 25, a handful of Jewish athletes
were nominated by friends and family to be selected as the CJN’s
Bufalo Wild Wings® Player of the Week. Once an athlete was
selected, the CJN honored him or her with a story that ran on its
various media platforms. Te 12-week Player of the Week series
culminated on Nov. 16 when the winning players, along with
coaches, friends and family, were invited to a dinner ceremony at
Bufalo Wild Wings.
BWW began their partnership with the CJN by placing
promotional ads in the paper. “When they came up with the
Player of the Week idea, they needed a title sponsor to assist
with it, and our Warrensville Heights location was a perfect ft,”
said Jerry Franklin Jr., franchisee with Franklin’s Management of
Cleveland.
Tis year, plaques were distributed by local sports columnist
Les Levine who also presented a speech to the group. Te
B-Dubs® location provided a complimentary bufet for the group
and even provided each of the winning players with a $15 gift
certifcate for a future visit.
“Te awards ceremony was incredible. We had students
and families from a large variety of schools all visiting together,
enjoying dinner and taking lots of pictures!” said Franklin. “It’s
partnerships with great organizations such as the Cleveland Jewish
News that not only help us grow our business but are a delight to
work with. It is also wonderful to be able to reward a great group
of young adults for their hard work and dedication.” S
Franklin’s Management of Cleveland Partners With
Cleveland Jewish News for Player of the Week Series
The winning athletes for 2016 and their families enjoyed the
awards banquet hosted by BWW.
or the past 15 years, the Crystal Lake Park District has hosted
“Truck or Treat” for the children in the area. New this year were
the Monster Bash games, which were sponsored by the local Here’s
Wings, LLC Bufalo Wild Wings® location owned by John Weiler.
Roughly 30 businesses came out with fully loaded trucks for a
little Halloween fun and to promote their businesses and connect
with the community. Around 800 children attended the event with
parents to fll their bags with candy and partake in the activities.
Here’s Wings donated $200, which supplied the Crystal Lake
Park District with the funds needed to buy prizes for games.
“Truck or Treat is a well-known area event that brings
families together from all over the county,” said Jessica Ortega,
Crystal Lake Park District recreation aquatics supervisor.
“Bufalo Wild Wings has allowed us to enhance it by adding fun
carnival games.”
Here’s Wings has a strong community tie with the Park
District and has participated in many of the organization’s events
such as concerts and movies in the park.
“Bufalo Wild Wings is very active in our community and
has developed a great partnership with the Crystal Lake Park
District, which gives BWW exposure at many of our well-
attended events,” said Vicki Frantz, marketing director for Here’s
Wings. S
Here’s Wings, LLC Sponsors Halloween Event
for the Children of Crystal Lake, Illinois
“Buffalo Wild Wings has allowed
us to enhance it by adding fun
carnival games.”
– Jessica Ortega
Crystal Lake Park District recreation aquatics supervisor
THESCORE | 2017 Issue 4
MEMBER NEWS
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n Oct. 1, terror rang out on the
Las Vegas strip when gunfre
rained down on the Route 91 Harvest
Festival concert. A total of 59 people
were killed in the mass shooting, and
many more spent the following weeks
in the hospital. Among those who
made it out alive but not unscathed
was Andrew Gudmunson, nicknamed
Goody.
“Andrew is one of only 45 victims
still left in the hospital in Las Vegas,”
explained Dani Reichenberger, fran-
chisee with Wings of Minot ND, LLC, which is also owned by
Ken Herslip. “Andrew has thus far undergone four surgeries to
repair his abdomen and intestines. We are praying and hopeful
for a full recovery.”
On Oct. 5, a Bufalo Wild Wings® in Minot, North Dakota,
tried to ease the pain by hosting an EWRF event to help cover
Gudmunson’s medical bills. Over the course of the entire day,
the restaurant donated 15 percent of sales to Gudmunson, and
guests making a purchase at the B-Dubs® location contributed
to the $1,894 that was raised. Wings of Minot rounded of the
donation, ultimately presenting
Gudmunson and his family with
$2,000.
“We are a very small
community. I went to high
school with Andrew, and
my sister works with him
as a realtor in Minot,” said
Reichenberger. “Tere are
numerous people who are
familiar with Andrew here in
town on either a personal level
or in the business world.”
Plenty of Gudmunson’s
friends and family came out
to show their support, and
#GOODYSTRONG could
be seen and heard throughout
the restaurant. Gudmunson’s support system set up a bank
where customers could make additional donations and were
also selling T-shirts. All proceeds from the eforts displayed at
Bufalo Wild Wings went to support the #GOODYSTRONG
fund. S
Wings of Minot Hosts EWRF Event for
Local Victim of Las Vegas Mass Shooting
Andrew Gudmunson
On Oct. 5, Wings of Minot
hosted an EWRF event for
Andrew Gudmunson and raised
$2,000 for medical expenses.
2017 Issue 4 | THESCORE
MEMBER NEWS
n Oct. 6, High 5 Hospitality’s (H5H) team Christiana opened
its ninth Bufalo Wild Wings® location. Te Stadia model
restaurant in Newark, Delaware, includes two bars, 96 high defni-
tion TVs, a four-season room, 30 draft beers on tap and a sound
system that takes the sports experience to the next level for the local
community.
Te opening week for the Christiana team was a huge success
and generated over $105,000 in sales. Te location owes much of
its success to the 107 enthusiastic employees who run the restaurant
and its general manager,
Brittany McCardle.
McCardle began her
career with High 5 Hospitality
nine years ago as a cashier
with the opening team at the
Limestone Road Location
in Wilmington, Delaware,
before climbing the ladder and
earning her stripes as a server,
bartender and shift leader.
McCardle was promoted
to assistant manager at H5H's
Newark, Delaware, location
and eventually took the reins
there as the general manager.
She eventually took over the Limestone location for two months
before the restaurant was relocated to the new Christiana location.
“Tis story is the ultimate model to the career opportuni-
ties and growth that High 5 Hospitality has to ofer,” said Mark
Trewartha, COO with High 5 Hospitality, which is owned by
Bobby Pancake. “Over the last nine years, Brittany has worked
relentlessly to achieve her success and is thrilled to lead Team
Christiana as the new fagship Bufalo Wild Wings location under
the High 5 Hospitality brand.” S
From Cashier to Manager,
BWW Employee Opens
H5H’s Ninth Location
On Oct. 6, High 5 Hospitality opened its Christiana location in
Delaware. The restaurant is now home to 107 team members.
Brittany McCardle is the general
manager for the Christiana
location and was instrumental
in transitioning the restaurant
from its previous location.
n Sept. 9, Strawberry Wings Inc. and franchisee Tom
Mayl partnered with Dolly Parton’s Imagination Library
program for the second time this year to help raise money by
hosting the frst ever Brewin’ for Books event.
Te Imagination Library program provides one free book
per month to children until they reach the age of 5, and in
the Troy-Miami, Ohio, area, there are currently 3,000 kids
enrolled.
Over 600 guests came out to the Brewin’ for Books event,
which was able to raise $2,646. Ten percent of total sales from
the day were contributed to the Imagination Library program as
well as the money raised from beer tasting tickets. By purchasing
a tasting ticket, patrons received a fight of Yellow Springs beer,
a commemorative glass and an entry for all door prizes. Tickets
also sponsored a year’s worth of books for one child.
Te Brewin’ for Books event was a successful efort to
provide more children with the opportunity to read at a younger
age. “We love to support the Dolly Parton Imagination Library,”
said Darcy Bruns, director of operations for Strawberry Wings.
“We will continue to build upon both events that we held
this year to hopefully become a major contributor to the early
literacy program for Miami County.” S
Strawberry Wings Raises Over $2,500 in Second
Imagination Library Fundraiser This Year