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
|
2018 ISSUE 4
The 2018 FBS Summit
Charts the Course for the Future
PAGE 18
Table Management Technology
Improves Dining Experience and
Increases Efficiency
PAGE 26
Sound Systems: Franchisees
Offer Customizable Features in Music
and Video Technology
PAGE 28
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.
■
■
■
■
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 Podlogar
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
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© 2018
Printed in the U.S.A.
www.myfbsonline.org
ON THE COVER
The 2018 FBS Summit brought together franchisees,
system suppliers and new brand leadership for
two days of informative sessions and entertaining
networking events, proving that, together, we are
charting the course for the future of Buffalo Wild
Wings®. For more, see the Summit Recap on page 18.
COLUMNS
2
Chairman’s Column
DEPARTMENTS
4
FBS Member News
10
Recognitions
11
Franchisee Spotlight
12
Event Calendar
12
Team Up for Kids™
13
One Topic: 10 Facts
40
Look, Listen, Read
FEATURES
14
Spotlight on the 115th Congress: Sen. Ron Johnson (R-WI)
18
The 2018 FBS Summit Charts the Course for the Future
26
Table Management Technology Improves Dining Experience
and Increases Efficiency
by Jessica Loeding, FBS director of communications
28
Sound Systems: Franchisees Offer Customizable Features in Music
and Video Technology
by Jessica Loeding
30
Savvy Solutions Make for Smooth Back-Office Operations
by Jessica Loeding
32
Playing It Safe in the Restaurant: Preventing Kitchen Fires
contributed by McGriff Insurance Services
34
Mismatch Letters in the News … Again
by Stacy Smith, Mize Houser & Company P.A.
36
Employers’ Toolbox: Time for the Annual Checkup
by Douglas Duerr, Elarbee Thompson Sapp and Wilson, LLP
38
Avoid the Trap of Focusing on What Was Rather Than on What Is
by Dan Coughlin, The Coughlin Co.
42
Time Management Is Dead: The New Reality of Productivity
by Laura Stack, The Productivity Pro®
2018 Issue 4
DIRECTORIES
16
Associate Member Listing
44
Advertisers Guide and
Editorial Calendar
2018 Issue 4 | THESCORE
Whether it was inside the exhibit
hall, during general sessions or one of
the networking events, attendees were
able to hear updates, ask questions or
simply introduce themselves to leaders
from Inspire Brands and Bufalo Wild
Wings. Te 2018 Summit set the tone and
showed that, together, we are charting the
course for the future of BWW®.
With a new year upon us, I am
excited about what 2019 holds and the
direction BWW is taking. Although the
weather has turned colder, business is
heating up at B-Dubs®. Championship
season is here. From the college football
bowl series to the Super Bowl, titles are on
the line, and for fans everywhere, we must
continue to make BWW the frst choice.
Tat means being a winner with hot food,
cold beer, the best games and a world-class
guest experience.
And, technology touches all points
of your business operations and the lives
of guests. From reservations to scheduling
to music, there are countless places where
franchisees are fnding success with tech-
nology. Whether it’s accurately predicting
wait times, helping team members track
inventory or ofering customized messages
through video, there is no question that
technology improves the experiences
of our guests and our teams. Franchise
groups across the country took time to
share best practices and information on
how they use technology efectively for
this issue of Te SCORE.
I encourage you to explore options to
keep your business winning on the tech
front. Also, explore the suite of services
available to you as a member of Franchise
Business Services (FBS). As your associa-
tion, FBS’s goal is to ensure all members
and the brand continue to grow and
succeed, and the selection of programs
and services are designed to protect and
preserve your interests while saving you
time and contributing to your bottom
line.
As you begin outlining your goals
for the new year, I ask that you include
increasing your involvement with FBS.
Whether it’s by sharing best practices
for Te SCORE, volunteering your
time through a committee or attending
the annual FBS Summit, opportunities
abound for you to be engaged with the
association and Bufalo Wild Wings.
Your support is vital to the success of this
amazing brand.
We look forward to carrying the
momentum gained in 2018 into the new
year, and I hope to see all of you back at
the 2019 FBS Summit. We will return
to Caesars Palace in Las Vegas Oct. 9-11
for what promises to be another excellent
event.
Te new year brings the promise of
the path set out before us in 2018, and
a renewed sense of excitement about the
future for Bufalo Wild Wings. I wish you
all great success and happiness for 2019
and beyond! S
Wray Hutchinson
s we close out another year, we look back at the
changes and new direction 2018 brought for Buffalo
Wild Wings® and our businesses. The promise of what
the future holds was evident as we gathered in October
for the 2018 FBS Summit. Almost 500 franchisees, managers,
exhibitors and brand representatives joined us in Miami, setting
an attendance record for our annual event and offering the first
opportunity for many to meet with the new brand leadership.
Chairman’s Column
SAVE
THE DATE!
2019 FBS SUMMIT
Oct. 9-11 | Caesars Palace, Las Vegas
WHO SHOULD ATTEND:
Franchisees | Managers | System Suppliers
2018 Issue 4 | THESCORE
MEMBER NEWS
hen Bufalo Wild Wings® operators
are thinking of ways to ramp up
marketing, the frst thing that may come to
mind is buying more radio and TV spots or
running a hot new promotion. Franchisees
with High 5 Hospitality (H5H) Steve
Wheat and Bobby Pancake, on the other
hand, often look to increase community
involvement, and one key way they do that
is through the use of Jester, the company’s
Bufalo Wild Wings mascot. Jester even
has his own Facebook page and followers,
and the company often uses those pages to
promote a lot of its events.
When Mike Golt, who is now the
brand ambassador for High 5 Hospitality,
was brought on with the company in
September 2016, the company didn’t
know it had struck gold. Golt was tasked
with scheduling appearances for Jester,
and man, did he deliver. Tis year alone,
Jester has attended 80 events and is
scheduled for roughly 100 more.
“Every single day we are marketing
High 5 Hospitality and BWW®, and
our brand ambassador, Mike Golt, is
an instrumental piece to our success,”
said Lori Ewald, marketing manager for
H5H. “Mike is certainly an anchor of
our marketing team. He is diligent in his
work, paying attention to every detail, and
works hard to make sure things are done
just right. He enjoys what he does, and
you can tell by the level of commitment
and dedication he demonstrates.”
But Golt doesn’t just schedule appear-
ances for Jester. H5H employees have
attended over 100 events this year, many
of them by Jester’s side, and Golt plays
a huge part in that community involve-
ment. Whether its local sports teams or
professional athlete appearances from the
likes of the Philadelphia Eagles, Baltimore
Ravens and Washington Mystics, partici-
pating in sporting events is one of H5H’s
favorite ways to give back.
“We sponsored a local celebrity,
Elene Delle Donne, to return to her alma
mater, the University of Delaware, to play
basketball with Washington Mystics for a
pre-season showcase game. We currently
sponsor the Zambonis at two local
ice-skating rinks and, most recently, had a
light disc designed to shine the BWW logo
on the ice during free skates and breaks
between games,” said Ewald. “In addition
to banner placement at baseball games, we
also partner with the minor league baseball
teams in the area to provide sponsorships
and trafc-driving marketing strategies.
Jester, our mascot, is regularly in attendance
at these events and hands out goodies all
day long. A fun part of this marketing
strategy is Jester has become one of the
‘boys’ in the mascot club. Oftentimes, he
is invited to other mascots’ birthdays or
special events and has a blast at them.”
Te company has also donated
lunch to the Philadelphia Eagles’ Wendell
Smallwood camp, but sports-related
marketing isn’t all High 5 Hospitality
focuses on. Te company also aids its
community and creates brand awareness
through hosting on-site radio shows, live
streaming Facebook videos, connecting
with the local Chamber of Commerce,
sponsoring Eat Wings Raise Funds
programs, leveraging social media and just
fat out making donations. Te company
also provides discount cards, military
discounts and even has three Bufalo Wild
Wings wrapped cars.
“Community involvement is vital
to the core of who we are as an organiza-
tion,” said Ewald. “Our success is truly
dependent on the people who live and
work in our community, therefore, it is
critical we give back on a regular basis.”
So far, the company’s EWRF program
has generated over $262,000, and it’s clear
H5H is doing good work. Out of all of
its community relationships, perhaps the
strongest is the company’s work with the
Dover Air Force Base (DAFB).
Franchisee Bobby Pancake, along
with Ewald, have been selected to
represent DAFB at the Air Mobility
Command’s (AMC) national level as civic
leaders. Te duo meets monthly with
leadership at DAFB and travels every six
months with the commander of the AMC
to provide advice and counsel.
High 5 Hospitality Utilizes Brand
Ambassador to Ramp Up Marketing
H5H’s BWW mascot, Jester, is a crowd
favorite and makes special guest appear-
ances anywhere he can.
H5H makes an impact in its community by partnering with local sports teams, including its
local minor league baseball team.
THESCORE | 2018 Issue 4
MEMBER NEWS
“We are heavily involved in
supporting the military, and we recently
sponsored Wingman Day at DAFB,
sponsored lunch for a POW luncheon
and are hosting lunch for Gen. Maryanne
Miller, who is the AMC Commander,
along with 30 AMC civic leaders during
their stay at DAFB. Upon their arrival,
we also put goody-flled insulated coolers
in their rooms,” said Ewald. “Currently,
we are focusing on our veterans by selling
Hops 4 Heroes, which is a program
where folks can pre-purchase a beer for
our veterans on Veteran’s Day. We’ve also
attended Sirens and Shields, which was a
fundraiser for frst responders and military
men and women.”
Yet another one of H5H’s hallmark
events is the High 5K event (previously
known as the Bufalo Run), which was
most recently held on Nov. 3. Te walk/
run event featured a wing-eating contest
this year, and 12 people participated.
“In the past, we have solely raised
funds for Boys & Girls Club of Greater
Newark, but this year, we added another
charity, Nemours/Alfred I. DuPont
Hospital for Children. Tis year alone,
we raised over $10,000 for these charities.
Since the inception of the Bufalo Run,
(now the High 5K) and the inclusion
of our other targeted local fundraising
events this year, we have probably raised
over $100,000 for the Boys & Girls Club,
Nemours Children’s Hospital and Mom’s
House,” said Ewald. “Tis year, Mike
headed up the High 5K, and it was the
most successful year to date. Tere are often
days he drives hundreds of miles to attend
an event where he will make children or
even adults smile. He’s a team player to the
point of, if he needs to have our mascot in
attendance at an event and no one is avail-
able to do it, he will just do it. He never
complains nor does he ever say a negative
word about anyone or anything. He truly
defnes what a brand ambassador is, and we
are lucky to have him.” S
our M Franchising’s Times Square
Bufalo Wild Wings® was a blazin’
success on July 29, also known as
National Chicken Wing Day. Training
General Manager O’Neil Washington
made appearances on Fox & Friends
Weekend and Barstool Sports’ Chicks
in the Ofce podcast in honor of the
holiday.
During the Fox & Friends live
broadcast, Washington led the show’s
anchors in a 30-second wing challenge
that featured wings spun in Honey BBQ,
Asian Zing, Sweet BBQ and mild sauces.
Te winner consumed fve chicken
wings.
Te Times Square location saw
increased trafc from the television spot,
and although it was the frst time Four
M had partnered with Fox & Friends,
the company’s 18 locations are always
looking for partnership opportunities.
“We look to partner with outlets
small and large. We want to reach out to
as many people as we can and show them
what a great product we have,” said Four
M franchisee James Bitzonis.
Washington then took the Bufalo
Wild Wings Traditional Blazin’
Challenge to Chicks in the Ofce’s
Ria Ciufo and Francesca Mariano for
National Chicken Wing Day. For those
who complete the popular challenge in
under six minutes, a free T-shirt and
bragging rights were included. However,
Ciufo and Mariano each downed only
one wing during the event.
Bitzonis said the inaugural partner-
ship between BWW and Chicks in the
Ofce was a wonderful opportunity
for the brand. “Bufalo Wild Wings’
corporate PR department reached out
and asked us to execute,” he said. “It
gave us great exposure while showcasing
our product to those who may not know
of our brand.”
As for Washington’s willingness to
step in and lead the wing-eating chal-
lenges, Bitzonis said that is just part of
what makes him a valued member of the
Four M team. “O’Neil has been with us
for over 10 years. He exudes a teamwork
philosophy that allows him to lead with
great results.” S
Four M’s Times Square BWW on
Display for National Chicken Wing Day
Left: Four M Franchising’s O’Neil Washington appeared on the Chicks in the Office podcast
in honor of National Chicken Wing Day, with hosts Ria and Fran attempting the Blazin’
Challenge. Right: With Four M Franchising’s Times Square Buffalo Wild Wings located so
close to Fox & Friends Weekend broadcast, the company was happy to provide wings in a
variety of sauces for the show’s wing-eating contest for National Chicken Wing Day.
2018 Issue 4 | THESCORE
MEMBER NEWS
or the second year in a row, JK&T Wings, owned by the
Ward/Carmody group, held a fundraiser for the St. Baldrick’s
Foundation, an organization focused on raising awareness for
childhood cancer.
In just two years, JK&T Wings has raised over $120,000
for the foundation and has touched the lives of many individuals
and families around them. On Oct. 13, JK&T Wings’ St. Clair
Shores, Michigan, location held a six-hour event that raised
$55,000 and hosted special guests Detroit Tiger legends Jim
Price and Dave Rozena, who both shared stories and laughs with
attendees and signed autographs.
Te rest of the fundraiser consisted of live music by Brother
Crowe, carnival games for the younger attendees and a rafe
with over 70 prizes, including grills, coolers, game tickets, signed
memorabilia, golf bags and more. Te entire event was free to the
community and successfully inspired attendees and locals. Many
attendees stepped up and volunteered to shave their heads to raise
awareness for childhood cancer, something that is a hallmark
aspect of St. Baldrick’s fundraisers nationwide. Two general
managers, a district manager and store manager with the St. Clair
Shores location shaved their heads as well.
“Tank you again to all the volunteers who worked countless
hours, the over 80 brave souls who shaved their heads, to all the
barbers and stylists that stood on their feet for hours shaving
heads and also to all the folks that came out to be a part of the
event,” said participant Kevin Danaj.
Although the entire fundraiser was inspiring, there was one
moment that stood out above the rest. “Tree parents shared
their emotional stories about the battles they have endured with
childhood cancer. Tere wasn’t a dry eye in the house,” said
Danaj. “Anne, Debbie and Stanley, you touched the lives of
many, and our prayers will be with you and all the families who
fght those dreaded four words – ‘your child has cancer.’” S
JK&T Wings Holds Another Successful St. Baldrick’s Fundraiser
our M Franchising’s Milford, Connecticut, Bufalo Wild
Wings® has promising future team members getting an early
start with the location. In October, the location partnered with
the local Boys & Girls Club for an Eat Wings Raise Funds event
that allowed youth from the club to shadow Four M staf.
“Tat evening we had 15 members from the program come out
and work with our staf. Te kids from the club were then provided
dinner and were able to talk to guests about the club,” said Danielle
Cadden, training general manager. “Te kids learned a lot about
team work and food safety, and as they are not here to work, they
love to help out and ask questions. I see many future employees.”
Leading up to the evening, the Milford location, owned
by franchisee James Bitzonis, promoted the night through
fyers and email blasts, and because the B-Dubs® is located
inside the local mall, Four M tapped the outlet’s website and
social media platforms for additional promotion. Held from
5-10 p.m., the EWRF event brought in almost $300 for the
Milford Boys & Girls Club.
“Te kids donned their Boys & Girls Club football, basket-
ball and new soccer jerseys they were able to purchase with the
donations from our location. Te jerseys also feature the BWW®
logo, so they can show their support for us as well,” Cadden said.
“Te families who utilize the Boys & Girls Club may not always
be able to dine out, but when they do, we know we are their
No. 1 choice in dining.”
Four M team members expressed their pleasure at being
able to work with the youth, and the Milford B-Dubs is already
looking forward to hosting the event again in the near future. For
Four M’s 18 Bufalo Wild Wings locations, getting hands-on in
the community is what it’s all about.
“Tis is always a fun event where we are able to give back
to the community,” said Four M Director of Operations Beth
Faulkner. “Staying community-connected ensures we remain the
place to dine out for all events for the family.” S
Four M Pairs Up With Milford Boys & Girls Club for EWRF Event
Fifteen youth from the Milford, Connecticut, Boys & Girls Club
shadowed team members at Four M Franchising’s local Buffalo Wild
Wings as part of an Eat Wings Raise Funds event.
For the second year in a row, the local fire department came out
to the St. Baldrick’s Foundation fundraiser to show their support.
Left: A young participant at this year’s event takes the plunge
and has his head shaved to raise awareness for childhood cancer.
Right: Approximately 80 individuals made the commitment to
shave their head at this year’s event.
THESCORE | 2018 Issue 4
2018 Issue 4 | THESCORE
MEMBER NEWS
or more than 20 years, JK&T Wings Inc. has been bringing
together its leadership for an annual retreat to network, share
ideas and best practices, and have some fun. Tis year’s event,
held Sept. 18-20 at Boyne Mountain Resort in Michigan, was no
exception.
Te event, themed “Bring Back the Wild,” began with a
welcome from COO Brian Carmody. “Brian kicks of the business
conference each year with an inspiring presentation, and this year
was no exception,” said Vice President of Training Tra-C Garcia.
“Brian came bursting out adorned in an ice-skating suit of fames,
paying homage to our founding fathers, Scott Lowery and Jim
Disbrow. With deep emotion,
Brian shared personal stories
about his experiences with Jim
Disbrow.”
Carmody also shared a
look back at the rich history
of JK&T Wings, from its
inception in 1994 to where
the 42-location organization
is today. He highlighted
a number of important
milestones, including when
the company reached $100
million in sales. JK&T Wings
also celebrated team members
during the retreat, some of
whom had more than 15 years
of service.
“We look forward to
bringing our leaders – district
managers, general managers and assistant general managers –
together for this event each year to, frst and foremost, share our
sincere gratitude with each and every one of them for their daily
contributions to the success of our team,” said Garcia.
Owned by franchisees Jim Carmody, Kent Ward and Tim
Ward, JK&T Wings began its annual business conference in
the late 1990s at the Maple Creek Golf Club in Michigan. Tis
year, they welcomed more than 140 team members, along with
vendor partners, Bufalo Wild Wings® COO John Bowie; DOs
Tom Vertovec and Bill Sawyer; and franchise consultants Tom
Dickson, Scott Robinson, Greg Hines and Robert Fosolino.
Each day, the agenda included sessions to review results and
share ideas and future goals. Tese meetings typically allow depart-
ment heads from Operations, HR, Marketing and Training, as well
as vendor partners, to get in front of JK&T leaders and learn from
one another during interactive presentations.
“We enjoyed very insightful presentations from our vendor
partners, Bill Sawyer, Tom Vertovek, and JK&T team members,
who shared great knowledge and best practices that our leaders
were able to take back to their teams,” Garcia said. “We were
extremely blessed to have John Bowie join us for the business
conference. John captivated the participants as he ofered a
powerful message of inspiration in sharing the future vision of
Bufalo Wild Wings. Our team was very moved by his profound
message of change and walked away re-energized and excited
about their future and the future of the brand.”
With the focus on a people-frst culture, JK&T is able to retain
talented team members who walk away from the conference with
ideas they are able to put into action to improve their operations.
“Te feedback from participants this year was remarkable
with many commenting this was the best conference we have
hosted,” said Garcia. “Tis event is regarded as an investment in
our people, an opportunity to bring everyone together to share
big picture ideas, celebrate wins and express gratitude for the
contributions of our valued team members.” S
JK&T Wings Focuses on Team During
Its Annual Business Conference
Held in September at Boyne Mountain Resort in Michigan, the JK&T Wings conference features plenty of opportunities to network,
share best practices and have fun.
Among the more than 140 attendees at the annual event was
Buffalo Wild Wings Chief Operating Officer John Bowie, center.
JK&T Wings Inc. COO Brian
Carmody kicked off the
company’s annual business
conference in a flame-covered
figure skating outfit to launch
the event’s theme, “Bring Back
the Wild!”