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
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2018 ISSUE 1
Franchisees Learn Valuable
Business Lessons From
Personal Community Involvement
Page 20
Selection and Suggestive Selling Help Franchisees Adapt to Changing Alcohol Trends Page 24
FROM ALL OF US AT McLANE FOODSERVICE, INC.
TO THE BUFFALO WILD WINGS FRANCHISEES,
THANK YOU FOR YOUR PARTNERSHIP!
©2018 McLane Company, Inc. All rights reserved.
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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
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
Headquarters
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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
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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© 2018
Printed in the U.S.A.
www.myfbsonline.org
ON THE COVER
Franchisees Ed Barnett and Karim Webb work
tirelessly in the communities where their four Buffalo
Wild Wings® locations operate, devoting personal
time and resources to assist at-risk youth. For more
on how franchisees are investing in future genera-
tions, turn to page 20.
COLUMNS
2
Chairman’s Column
DEPARTMENTS
4
FBS Member News
13
Recognitions
13
Event Calendar
14
Team Up for Kids™
16
Franchisee Spotlight
FEATURES
18
Spotlight on the 115th Congress: Rep. Bradley Byrne (R-AL-01)
19
Water Damage and Coverage in Property Insurance Policies
contributed by BB&T Insurance Services
20
Franchisees Learn Valuable Business Lessons From Personal Community
Involvement
by Christina Cannon, FBS communications manager
24
Selection and Suggestive Selling Help Franchisees Adapt to Changing
Alcohol Trends
by Jessica Loeding, FBS director of communications
26
What Should You Do if #MeToo Comes to Your Business?
by Doug Duerr, Elarbee Thompson Sapp and Wilson, LLP
28
Understanding Payroll Garnishments for Your Restaurant
by Stacy Smith, Mize Houser & Company P.A.
30
True Professionalism: The Core of Service Excellence
by Dennis Snow, Snow & Associates
32
Assertiveness & Direct Communication: Your Wording Is a Critical
Productivity Tool
by Laura Stack, The Productivity Pro®
DIRECTORIES
17
Associate Member Listing
36
Advertisers Guide and Editorial Calendar
2018 Issue 1
2018 Issue 1 | THESCORE
Chairman’s Column
You were there. You heard Inspire
Brands CEO Paul Brown speak at the FBS
Member Meeting in March. He spoke of
the future. He addressed your questions,
specifcally what lies ahead. I am proud
and pleased that Paul and John Bowie
selected our meeting to begin an open
dialogue between the new leadership team
and the franchise community. Tings will
be diferent. Te wait is over. Here we go!
I have spoken with and heard from
many of you, and the overriding sentiment
is one of encouragement and optimism
about our future, which was accelerated
by the messages coming from the BWW
Business Conference in Washington, D.C.
With an aim to put the “Wild” back into
Bufalo Wild Wings®, the focus is clearly
on the future and rooted in a long-term,
disciplined approach. Te plan is built
squarely on our guests – current and
potential – and the goal of creating an
emotional connection with each group.
Franchisees throughout the system
already place a priority on establishing
those close-knit ties to their communi-
ties and patrons. Inside this issue of Te
SCORE, we highlight just a few of the
members and franchise groups who are
carrying out this mission each day by
devoting their personal time to those they
serve. Many of them are working specif-
cally with youth in their communities,
ensuring they create B-Dubs® fans for life.
I hope you will take some time to read
more about how your fellow franchisees
are flling the roles of mentor, coach and
servant leader.
As we heard during the BWW
Business Conference, another key aspect of
bringing back the wild will be a focus on
menu innovation, value ofers and targeted
promotions. FBS members are leading
the way when it comes to keeping up
with what guests want, particularly when
it comes to the ever-changing nature of
beer, wine and spirits. In this issue, several
franchise groups shared with us what they
are seeing in their markets regarding local
alcohol trends and how they are fnding
success by shaking up the selection and
sales programs.
Te work that will result in the new
Bufalo Wild Wings is well underway,
and I am excited about the possibilities
awaiting the system and our members.
Te future ofers us countless ways to be
involved in the growth and success of the
brand and the association. However you
choose to become involved, I encourage
you to be an active participant going
forward.
We will have more insight and brand
updates to share at the FBS Summit in
Miami, Florida, Oct. 10-12. By attending
the Summit, you have access to informa-
tion about what’s happening within the
brand and FBS, while also networking
with fellow franchisees and system
suppliers. Please stay tuned for more
information on the 2018 FBS Summit.
I look forward to seeing you all in
Miami!
Wray Hutchinson
s a lifelong Mets, Jets and Knicks fan, I am
very accustomed to using the phrase “Wait
‘til next year.” Next season is a new season.
There’s a new coach. Maybe we will get the
No. 1 draft pick … not that it ever helped Cleveland
(Sorry, guys!). Fans see endless opportunities for
success and the chance for a fresh start. Like my beloved
Mets, Buffalo Wild Wings’ future is full of possibilities
as we embark on a new direction in 2018.
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
2018 Issue 1 | THESCORE
MEMBER NEWS
n Oct. 18, the Boys & Girls Club
of Metro Queens partnered with
Resorts World Casino New York City to
hold its 14th annual Global Cuisine of
Queens Food Tasting event in Jamaica,
Queens.
Over 450 community residents and
business leaders came together to taste
the diverse dishes and favors of Queens,
and Four M Franchising’s Bufalo Wild
Wings® was a part of it.
Te event consisted of delicious
signature wings provided by Bufalo
Wild Wings, along with rafes, dona-
tions and dancing. Bufalo Reggie, the
BWW® mascot, went around to guests
and took photos with them while
servers passed platters of wings tossed in
signature BWW sauce. Other employees
walked around and handed out menus
and coupons.
“During the event, attendees were
joyful, so much that our own employees
got involved with rafes and donated
their own cash to help the Boys & Girls
Club of Metro Queens reach its goals,”
said Paula Montanez, general manager of
the College Point, New York, location,
which is owned by James Bitzonis.
Te event raised over $55,000 to
support the Boys & Girls Club’s after-
school programs, which serve over 3,000
at-risk youth. S
Four M Franchising Participates in the Global Cuisine
of Queens to Raise Funds for Local Boys & Girls Club
Four M Franchising took part in raising money for its local Boys & Girls Club.
or the third year in a row, Diversifed
Restaurant Holdings (DRH) has
teamed up with DerMiner’s Parkside
Market on a unique event: the Gaylord
Buck Pole.
Each year since 2013, hunters from
the Gaylord, Michigan, area gather to
enjoy live music, giveaways, great food
and drinks and, of course, showing of
their tagged deer.
“Tis event has been growing ever
since the beginning. Just in the last three
years, we have seen more and more
participants, friends and families come
to join the fun,” said Richard Sylvester,
managing partner with DRH, which is
owned by David Burke and Jason Curtis.
Every hunter in attendance at the
Buck Pole event was able to bring in a
tagged deer to show of, and those in
attendance before 8 p.m. were able to
participate in a rafe.
Tis year DRH’s Gaylord, Michigan,
location attended the event with their
mascot Blazin’ Bill and provided over 400
boneless wings spun in Honey BBQ and
Mild sauce for the attendees to enjoy.
Alongside the delicious wings, DRH
handed out bounce-back coupons and
provided gift cards for the rafe.
“We wanted to show our future
guests that we welcome any and all sports
in northern Michigan,” said Sylvester. “It
was a great way to see where and how we
could drive more sales. Tis was a perfect
time and place to get our message across.”
DRH plans on continuing their
participation in the Gaylord Buck Pole
event and turning it into a tradition.
“Tis is a great event and opportunity
to reach a diferent market than we
would normally capture,” said Sylvester.
“Just because hunting isn’t necessarily a
mainstream sport like football, doesn’t
mean that we shouldn’t try to tap into a
huge community event.” S
DRH Reaches Out to Gaylord, Michigan, Community
by Sponsoring Annual Buck Pole Event
Attendees of the Gaylord Buck Pole event
enjoyed over 400 of BWW’s delicious
boneless wings.
THESCORE | 2018 Issue 1
MEMBER NEWS
his past December, Four M Franchising
brought the magic of Christmas to
Milford, Connecticut. For two hours, local
children were able to tell Santa and his magic
elves exactly what they wanted for Christmas.
People of all ages were invited to Four
M Franchising’s Bufalo Wild Wings® to
enjoy breakfast, which included French toast,
wafes, bacon, sausage, mufns, donuts and
Christmas cookies. Tickets for the breakfast
were $10 each, and all proceeds benefted the
Boys & Girls Club of Milford.
“Tis is not only fun and exciting for
the families,” said Beth Faulkner, director
of operations with Four M Franchising,
which is owned by James Bitzonis. “Te
staf here in Milford really enjoys the look
on the kids’ faces when Santa arrives.”
Between eating and talking with
Santa, the children were invited to enjoy
activities such as coloring, face painting
and getting glitter tattoos, which were
provided by the BWW® staf. Te
highlight of the event was the caroling
elves that stopped by. Te children and
their families were able to join in on the
caroling and indulge in candy canes the
elves were passing out.
“We had a few families ask well in
advance if we are going to do this again
next year,” said Faulkner. “A number of the
parents continue to say, ‘I really hope you
continue to do this event.’”
Tis year’s breakfast with Santa
fundraising event succeeded in raising
approximately $500 for the Boys & Girls
Club of Milford.
“Not only do we get to enjoy the
event with the guests, we are donating to
an organization that BWW and myself
are so grateful to have around and have
a relationship with,” said Faulkner.
“Danielle Cadden, the training general
manger, and the entire staf in Milford
embraces this event and loves to give back
to the community!” S
Four M Franchising Brings Santa to Milford,
Connecticut, for the Second Year in a Row
The children of Milford, Connecticut, enjoyed telling Santa what they wanted for
Christmas and had fun listening to the caroling elves.
n Nov. 1, over 100 guests gathered
at a Newark, Delaware, Bufalo Wild
Wings® to support the Newark High
School Music Boosters. Tis is the ffth
time the group has held an EWRF event
at the restaurant in the past three years
and once again saw a great turnout.
Te fundraiser resulted in nearly
$500 raised for the organization, which
will be used to support the annual cost of
music department operations. Since frst
teaming up with the High 5 Hospitality
location owned by Bobby Pancake, the
music boosters have raised over $2,300.
“We are happy to have developed
such a great, mutually benefcial working
relationship with Newark High School’s
Music Boosters and look forward to
continuing to work with them in the
future,” said High 5 Hospitality’s Brand
Ambassador Michael Golt.
Golt notes that the restaurant saw
a $2,000 increase in sales due to the
fundraiser.
“I’ve coordinated three EWRF
events with Bufalo Wild Wings, and
they have all been wildly successful,” said
Scot Tims with the Music Boosters. “We
raised a lot of money for our local high
school’s music department while enjoying
great food with great friends and family
members. I would highly recommend this
method of fundraising.” S
High 5 Hospitality Teams Up With
Newark High School for EWRF Event
2018 Issue 1 | THESCORE
MEMBER NEWS
very month, a select handful of Macomb Senior High School
students are recognized in the Breakout Bomber program
for showing kindness and bringing a positive atmosphere to
campus. Tis past December, the World Wide Wings location
in McDonough County, Illinois, had the honor of treating these
star students to lunch.
Te exemplary students were escorted in a hot pink limo to
the restaurant, which is owned by Wray Hutchinson, Joe Janaszek
and Tom Cook. Te limo was driven by Jef Torman, a Macomb
Senior High School teacher. School counselor Jami Minter was
invited to lunch as well, and selected students were allowed to
bring one friend. Bufalo Wild Wings® provided the students and
faculty with anything they wanted from the menu.
“I appreciate Bufalo Wild Wings supporting our students
and helping us recognize the importance of being positive and
kind in school,” said Minter. “It’s so fun to see the look on
students’ faces when I get to tell them they’ve been chosen by a
teacher for this award. Te Breakout Bomber program is really
catching on at MHS, and it wouldn’t be possible without the
support of local sponsors.”
Providing lunch for the Breakout Bomber program was the
frst special event BWW® has done with Macomb Senior High
School, but it plans to ramp up involvement in the future. S
World Wide Wings, LLC Helps Honor
Macomb Senior High School Students
The Breakout Bombers arrived at Buffalo Wild Wings in style.
or the months of November and December, Yasko Inc.’s
Boardman, Austintown, Alliance and Niles, Ohio, locations
provided 19 local families in need with the shopping spree they
deserved just in time for the holidays.
Since Yasko Inc.’s frst location opened in 1994, the group
has been holding charity events, and for the past four years, it has
been hosting Hope for the Holidays, a fundraising event that is
designed to help families in need during the holiday season.
Each year, families are nominated by local organizations, and
once the families are selected, they are given a Target shopping card
and a designated shopping time. Tese families are able to purchase
groceries, gifts, clothes or other items that they need. Yasko Inc.
had plans to help out eight families; however, when a Boardman
school outreach ofcer explained that 13 families from the area
could use some good fortune,
Yasko Inc. made sure to include
them in Hope for the Holidays.
Tis past year, the Niles and
Austintown locations sponsored
an additional six families.
Money for the families was
raised through several fund-
raising events, including jersey
rafes and a celebrity bartending
event where local celebrities
came to Bufalo Wild Wings®
and spent some time behind the
bar for donations.
Tis past year, Yasko Inc.’s
Alliance location participated
in a Christmas dinner giveaway,
where it provided 75 families with a food box containing turkey,
stufng, potatoes and everything else needed for a home-cooked
holiday meal.
“We’ve been doing charity for nearly 25 years, and this year
was one of the most successful we’ve ever had,” said Brad Yaskowitz,
head of business development and support for Yasko Inc., which is
owned by Ed Yaskowitz. “Using our contacts within the community,
we learned that there were 13 families in Boardman that qualifed
for the program. With the help of the Mahoning Valley community,
through our events and rafes, we were able to adopt all 13 families.
Nobody left behind! We’re extremely proud of that and are looking
forward to topping it next year.” S
Yasko Inc. Helps Local Families During Holiday Season
Last year, Yasko Inc. held a successful Hope for the Holidays
fundraising event for the fourth year in a row.
THESCORE | 2018 Issue 1
ast December, Bulldog BWW, LLC participated for the sixth
year in a row in the annual 12 Bars of Christmas bar crawl.
Ranked as one of the best Christmas parties of the year in
Starkville, Mississippi, the 12 Bars of Christmas brings in roughly
150 customers to BWW® to help less fortunate children get gifts
during the holiday season. Participants are invited to BWW,
the frst and last stop of the crawl, to enjoy beer specials from
Budweiser and Miller Lite, learn the “12 Bars of Christmas” carol
and enter in a costume contest.
In order to participate, guests are asked to bring one
unopened toy to be donated to the local police and sherif’s
departments for distribution and dress up as their favorite
Christmas character. “In the six years we have participated, we
have collected a little over 3,000 toys,” said Jef Ousley, director
of operations with Bulldog BWW, LLC, owned by Roger
Bentinck-Smith.
Guests are ofered 10 percent of their next visit to BWW
when they participate in the bar crawl and are invited to load the
Miller Lite party bus and move on to the next stop.
“Once at the bar, we sing a Christmas carol, have a holiday
toast, enjoy adult beverages and head of to the next bar,” said
Ousley. “At the last stop, we gather up all of the toys and give
away awards for the best dressed guy, girl and couple. We remind
everyone that this is for a good cause and that we want to make
some of the kids in the communities Christmas a little brighter.
We have always enjoyed promoting the event, and it is a great
way to give back to the community.” S
Bulldog BWW, LLC Collects 3,000 Toys for
Children in Need Over Last Six Years
Nearly 150 guests came together at BWW to participate in the
12 Bars of Christmas bar crawl and help children in need in the
community.
very year since 2008, Solar Simians Inc. has participated in
the Tunder Beach Autumn Rally, which celebrated its 17th
year in 2017.
Tousands of bike enthusiasts gather for the Tunder Beach
rally to enjoy a full weekend of custom bike shows, trade shows,
concerts, riding competitions, a tattoo contest and a poker run.
An annual Memorial Bike Parade for Sgt. Kevin Kight, who was
killed in the line of duty, also attracts hundreds of bikers and
spectators each year.
Tis year, Solar Simians Inc.’s Panama City, Florida, Bufalo
Wild Wings® location was one of fve restaurants participating in
the annual poker run where guests travel from business to busi-
ness collecting playing cards as they go, and at the last location,
the guest with the best hand wins. Te run encourages customers
to visit local restaurants and bars and brings BWW® considerable
business.
“Te idea is that people participating get to visit a bunch
of restaurants or bars, hang out, have some fun and then move
on. A person doesn’t have to buy anything to get a card, but I’d
say at least a third of the people stay to eat,” said Joshua Teiss,
franchisee with Solar Simians Inc.
Te BWW location also provides a 10 percent discount
to any of the bikers that come into the restaurant the week of
the rally, and with the infux in patrons on the beach, the event
usually brings the unit a 30 percent increase in sales for the week.
“Some people equate ‘bikers’ with something like the TV
show ‘Sons of Anarchy,’” said Teiss. “Tat’s not Tunder Beach.
You’ll see a dude wearing road leathers on a $40,000 bike who is
a dentist during the week. Our CPA, Gail, and her husband are
bike enthusiasts and go every year. Sure, there are some rough-
looking characters, but they’re usually the nicest people out of
them all.” S
Solar Simians Inc. Sponsors Motorcycle
Rally for Ninth Year in a Row
MEMBER NEWS
2018 Issue 1 | THESCORE
ast November, over 75 basketball fans gathered at Chase &
Green’s Barboursville, West Virginia, Bufalo Wild Wings® to
eat wings with the Marshall University boys and girls basketball
teams during the Meet the Herd event.
Even though it was the inaugural event, it was such a success
that the company is planning on hosting it quarterly. Activities
included poster and autograph signings and a wing-eating contest
that involved 21 coaches and players from both teams.
“It was great watching the head-to-head and the competi-
tiveness of the players,” said Jessica Gloyd, general manager with
Chase & Green, which is owned by Stephon Green.
In addition to meeting the players and watching the
wing-eating contest, attendees were able to enter a rafe for bowl
game tickets and purchase tickets to upcoming games.
“We have set up similar events with other sports teams with
Marshall over the next several months,” said Gloyd. “We are
looking forward to getting involved more with Marshall athletics
and are excited to see the turnout for the events.” S
MEMBER NEWS
BW Wings Management, LLC Helps Bring Holiday
Cheer to the Children of New Castle, Indiana
Chase & Green Meet the Herd
Event Proves to Be a Slam Dunk
Players from both the boys and girls Marshall University basket-
ball teams participated in a wing-eating contest at BWW.
ast December, BW Wings Management, LLC teamed up with
New Castle, Indiana, frefghters to make the holiday season
a little merrier for local families in need by helping out with the
Shop With a Fireman program.
Te Shop With a Fireman program is designed to help local
struggling families during the holiday season buy gifts for their
children. New Castle frefghters provided eligible families with
$125 gift cards to Walmart, which were given to the children for a
shopping spree.
Tis year, BW Wings Management, LLC, owned by Mike
Jones, hosted an Eat Wings Raise Funds event and donated 15
percent of all sales, totaling around $525, to the New Castle
frefghters. “We chose to be involved with this fundraiser because
of the impact it can make on the community,” said Jon Curtis,
regional manager for BW Wings Management, LLC. “Tifany, the
general manager, and her team are extremely community driven,
and this was a program that was important to her and her team.”
Promotional items were placed in all of the carryout orders
two weeks prior to the fundraiser, advertisements were posted on
social media, and local businesses posted fyers for the fundraiser,
which helped bring in the 76 percent increase in foot trafc. “We
did everything we could to get behind this cause knowing that it
benefts the children of New Castle,” said Curtis.
Tis is the frst year BW Wings Management, LLC has
teamed up with the local frefghters but has plans on hosting
another fundraiser with the frefghters of New Castle in the near
future. BW Wings Management also sent employees to Walmart
on Dec. 18 to assist the frefghters with shopping.
“It was apparent that the local frefghters were impressed
with the eforts that we put into this fundraiser,” said Curtis.
“Not only was it successful for us, but the amount of funds that
were brought in from this event provided presents for numerous
children. We value community involvement, and this event
allowed us to make our footprint larger in the area.” S