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 | 2019 ISSUE 1
Get to Know Buffalo Wild
Wings President Lyle Tick
PAGE 14
The Perfect Lineup: How
BWW Groups Are Finding
the Right Fit for Leadership
Training Programs
PAGE 24
From advocate to
industry award winner,
discusses her passion for
the business and
government affairs in
the Franchisee Spotlight.
PAGE 10
Roz Mallet
Roz Mallet
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.
plan specifi cally for you.
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TABLE OF CONTENTS
2019 Issue 1
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
Jessica Loeding
Editor-in-Chief
jessical@myfbsonline.org
Christina Cannon
Managing Editor
christinac@myfbsonline.org
Rachel Jackson
Associate Editor
rachelj@myfbsonline.org
Advertising Sales
Jeff Reynolds
Director of Business Partner Relations
jeffr@myfbsonline.org
678-797-5163
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© 2019
Printed in the U.S.A.
www.myfbsonline.org
ON THE COVER
Recognized at the national level for her contribu-
tions to the restaurant industry, Roz Mallet sat
down for the Franchisee Spotlight to discuss her
dedication to advocating for her business and
developing leaders within her company. For more,
see the Franchisee Spotlight on page 10.
COLUMNS
2
Chairman’s Column
by Wray Hutchinson, FBS Chairman
DEPARTMENTS
4
FBS Member News
9
Recognitions
9
Event Calendar
10
Franchisee Spotlight
18
One Topic: 10 Facts
FEATURES
12
Spotlight on the 116th Congress: Rep. Kurt Schrader (D-OR-05)
14
Get to Know Buffalo Wild Wings President Lyle Tick
16
Get to Know Buffalo Wild Wings Chief Marketing Officer Seth Freeman
19
How Long Should You Keep Business Documents
by Stacy Smith, Mize Houser & Company P.A.
20
Cyber Security in the Workplace: Are You and Your Employees Covered?
contributed by McGriff Insurance Services
21
Three Keys to Brand Communications and Training
by Jessica Loeding, FBS director of communications
22
Smooth Operator: Training Forms the Foundation for Ops Success
by Jessica Loeding
24
The Perfect Lineup: How BWW Groups Are Finding the Right Fit for
Leadership Training Programs
by Christina Cannon, FBS communications manager
26
Employment Applications: Can They Really Be a Source of Liability?
by Douglas Duerr, Elarbee Thompson Sapp and Wilson, LLP
28
Procrastination? Can We Talk About This Tomorrow?
by Laura Stack, The Productivity Pro®
30
Thoughts on Excellence
by Dan Coughlin, The Coughlin Co.
DIRECTORIES
13
Associate Member Listing
32
Advertisers Guide and
Editorial Calendar
2019 Issue 1 | THESCORE
From the Chairman
How are we preparing the next
great leaders within our organizations?
As franchisees, we must not overlook the
importance of our greatest asset – our
people – in ensuring Bufalo Wild Wings®
continues to fourish. Our team members
not only keep our restaurants running
smoothly each day, they dictate the quality
of service our guests receive. Investing
in our talent, particularly in the area
of leadership, will be paramount to the
brand’s future.
We scale our operations for growth,
but are we doing the same with our talent
pipeline? Within my own organization,
we host an annual Leadership Summit
focused on bringing World Wide Wings’
leadership up to speed on our performance
and what’s happening with BWW®. Not
only does a focus on training ensure a
consistent guest experience, but our team
members feel supported, trusted and
invested in, thereby producing higher
results. Identifying and developing leaders
from within guarantees we retain talent,
providing a frm foundation for our
continued growth.
World Wide Wings is just one of the
franchise groups across the system that
has identifed leadership development and
training as integral to our business’ success.
Whether developed internally or provided
through a third party, B-Dubs® franchisees
are investing in educational opportunities
for their teams. Many shared insights, best
practices and advice for fellow franchisees
for this issue of Te SCORE.
As franchisees, our organizations
also beneft from training and education
provided through Bufalo Wild Wings.
From the Worldwide Convention to the
new Brand Champ program, we are able
to take advantage of access to valuable
information. Oftentimes, those attending
BWW events are franchisees or senior-
level leadership. Ensuring that B-Dubs
initiatives and processes are communicated
efectively through the ranks can present
unique challenges, but franchise groups
across the system have established sound
strategies for disseminating critical
information throughout their restaurants.
One of the benefts of your associa-
tion membership is access to educational
opportunities. Our largest ofering is the
annual FBS Summit, which provides a
time for the franchisee community to
come together in an open environment
to share best practices, network and learn
from one another. Held Oct. 9-11 at
Caesars Palace in Las Vegas, the 2019
event will focus on topics important to
you and your business. Stay tuned for
more information!
By investing in our teams through
education and training, we strengthen not
only our businesses but the system. One
of the best customer engagement tools we
have is our staf. If we work hard to show
our team members how important they
are to us, they will go above and beyond
each day, ensuring Bufalo Wild Wings
ROARS.
I encourage you to join us in Las
Vegas for the 2019 FBS Summit for more
valuable learning opportunities. I look
forward to seeing you there!
Wray Hutchinson
oger Staubach. Terry Bradshaw. Kurt Warner.
And Tom Brady. These legends of the gridiron
all have one thing in common: At one time,
they were a backup quarterback. They also led
their teams to Super Bowl championships. While they
waited in the shadows for their chance to shine, they
weren’t idle. They were practicing, watching film, honing
their skills under center, and in doing so, they were
ready when their number was called.
I N S U R A N C E S O L U T I O N S F O R Y O U R B U S I N E S S
G R O W T H
Offering our unique health benefits program attracts and retains
top-talent, and our property and casualty program builds a solid
foundation for your current structure and future expansion.
F O C U S
Our services are laser-focused on your insurance coverages and
managing your risk through our tailored programs and dedicated
customer service.
V I S I O N
Your vision…is ours too. Because of our franchise industry specialty,
we provide you with the most comprehensive coverages available on
the market so you are protected in any direction you look to drive your
business success.
T R U S T
Utilizing the largest provider network in the country, Blue Cross
Blue Shield, for our health benefits program and serving as co-broker
with McGriff Insurance Services, the fifth largest broker in the nation,
for property and casualty, Elevanta is an experienced insurance
resource you can trust.
Health: John Abbey I 678.540.6202 I johna@elevanta.com
P&C: Stephanie Phillips I 678.540.6206 I stephaniep@elevanta.com
E L E V A N TA . C O M
elevantahealth.com/fbs
2019 Issue 1 | THESCORE
MEMBER NEWS
his past Veterans Day, JK&T Wings honored veterans
everywhere by setting up a Missing Man Table in all 42 of
its locations. In memory of all veterans and comrades who lost
their lives fghting for this country, a table was reserved in JK&T
Wings’ BWW® stores nationwide for the fallen and missing
heroes.
Te Missing Man Table, also commonly known as the
Fallen Comrade Table, is set up during special military occasions
in memory of fallen, missing or imprisoned military service
members. Originally growing out of concern for the Vietnam
POW/MIA issue, this tradition has grown from being set up
in military dining facilities to being set up in diners around the
nation in correlation with Veterans Day or Memorial Day.
On each reserved table sits a white table cloth, a black
napkin, a single red rose, a vase tied with a yellow ribbon, an
unlit candle, a pinch of salt, a lemon slice, an inverted glass and
an empty chair. Each one of these items signifes the pain and
loss these veterans and their families have endured.
“Tese tables were displayed to show gratitude,” said Jon
Grayeb, manager of marketing for JK&T Wings, owned by the
Ward/Carmody group.
Te white table cloth symbolizes the purity of their motives
when answering the call of duty; the black napkin represents sorrow
of captivity or death; the rose serves as a reminder of the life of each
of the missing and their loved ones and friends that keep faith; the
vase tied with a yellow ribbon symbolizes the continued deter-
mination to account for the missing; the unlit candle refects the
unrealized hopes for the return of loved ones; the salt symbolizes the
tears shed by those missing and their families who seek answers; the
lemon slice represents the missing service member’s bitter fate; the
upside down glass symbolizes their inability to share in the evening’s
toast; and the empty chair further represents the emptiness families
feel for their missing loved ones.
“Our team consists of many diferent wonderful individuals.
Some of those individuals are veterans or have friends or family
who have been afected by the outcomes of war,” said franchisee
Kent Ward. “When this idea was brought to us and we saw how
passionate just one of our veteran team members felt about it, we
wanted to run it across all of our locations.” S
JK&T Wings Sets Up Missing Man Table in All 42 Locations
All 42 of JK&T Wings’ locations set up a Missing Man Table
in remembrance of the fallen or missing heroes this past
Veterans Day.
his year marks the fourth anniversary of Te Jones Group’s
partnership with BOSMA Enterprises.
BOSMA Enterprises is a nonproft with a mission to help
the blind and visually impaired build life and job skills needed to
remain independent and stay self-sufcient. People who are blind
or visually impaired face a 70 percent unemployment rate, and
BOSMA Enterprises provides opportunities for those with vision
impairments by providing training and employment programs
and partnering with local businesses.
Four years ago, the manager of the Lebanon, Indiana, loca-
tion was approached by a team member who had a sibling in the
program and asked if BWW® could fnd a way to partner with
BOSMA Enterprises inside and outside the location, and the
B-Dubs® location has been supporting the nonproft ever since.
“Te team members love the fact that we are able to partner
and help individuals in the community in a way they never
expected,” said Area Director Jonathan Curtis. “Tey like the fact
that this was not just a one-and-done type of partnership, that
we keep it going, and we have hosted meetings and get togethers
for BOSMA participants inside of our location.”
Trough the program, Te Jones Group has interviewed and
hired countless interns, brought on several short-term employees
and has even gained one valuable employee who is still with the
company today.
“Te hard work and dedication of these individuals is
incredible. Tey do not let their disability hold them back,” said
Curtis. “Tey always bring high energy and energize the staf.”
Its partnership with BOSMA Enterprises is one that Te
Jones Group, owned by Mark and Mike Jones, values and plans
to continue throughout the years.
“Tese types of partnerships are extremely important to Te
Jones Group and the brand. Tese partnerships allow us to tie
ourselves to the community, and it shows our team members the
type of impact we can make in other people’s days and lives,” said
Curtis. “It shows the team that we are part of something bigger
than our store and something bigger to the community.” S
The Jones Group Partners With BOSMA
Enterprises for the Fourth Year in a Row
THESCORE | 2019 Issue 1
MEMBER NEWS
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High 5 Hospitality Continues Partnership
With Newark Charter Students
or the ffth year in a row, High 5 Hospitality’s Newark,
Delaware, location has partnered with the Newark Charter
School.
Every year, three students with special needs are chosen
to come work in franchisee Bobby Pancake’s Bufalo Wild
Wings® for an hour on Mondays and Tursdays and learn job
skills through working in the restaurant. Tese three students,
nicknamed the “Fried Picklers,” dubbed after the frst task they
accomplished at the beginning of the year, stock shelves and
break down boxes when food shipments arrive, among their
other duties in the restaurant.
“You have to do what the boss says,” said one of the students
in the program. “You can’t just go out and dilly-dally. You have
to stay focused on your job.”
High 5 Hospitality’s partnership came about when Newark
Charter School Athletic Director Greg Shivery’s wife and two
daughters got a job at Bufalo Wild Wings. “My daughters and
wife both worked here at one point so I knew everybody, and
we were looking for some out-of-school work experience,” said
Shivery in an interview with the Newark Post Online.
Te partnership has inspired students and staf members
alike. “Inspiring students to pursue careers in cooking and the
restaurant industry in general is rewarding,” said Narissa Watts,
manager of talent for High 5 Hospitality. S
t least twice a year, World Wide Wings partners with the
St. Vincent de Paul Society, and this year was no diferent.
St. Vincent de Paul’s mission is to bring hope and help to
those in need so they may fnd stability and move toward
self-sufciency.
World Wide Wings’ manager at the Sterling, Illinois,
location, Jennifer Hovey, found out about the society through
a local newspaper and gave them a call to discuss a partner-
ship and fundraising opportunities through the EWRF
program.
Earlier this year, World Wide Wings, owned by Wray
Hutchinson, hosted an EWRF event for the St. Vincent de
Paul Society and raised a total of $247.94 for the society.
With an increase in sales of 46.8 percent and an increase in
transactions of 38.1 percent, the fundraising event brought in
59 guests and aforded a sense of community.
Te event was advertised through ads in the local paper,
social media and through tickets and fyers placed throughout
the community.
“During the month that we have an EWRF for St.
Vincent de Paul, our team members collect food for their
food pantry,” said Hovey. “We pick a diferent organization
that needs help every month and collect the specifc items that
are needed. We love giving back!” S
World Wide Wings Hosts EWRF Event to
Benefit the St. Vincent de Paul Society
2019 Issue 1 | THESCORE
MEMBER NEWS
ince mid-December 2018, the Lee
County Sherif’s Department has
been without a doggie deputy after
Pepper, a 9-year-old black lab on the job
since 2011, retired and was adopted by
his handler, Deputy Derek Ranken.
On Jan. 16, in order to help the Lee
County Sherif’s Department buy and train
a new K-9 ofcer, World Wide Wings’
Sterling, Illinois, location, owned by Wray
Hutchinson, hosted an EWRF event.
Fifteen percent of the ticket totals
was donated to the Lee County Sherif’s
Department K-9 unit. Diners who wanted
to participate in the fundraiser had to bring
a ticket into the restaurant, speak about the
event or present their server with a photo of
the ticket via social media. In attendance was
the Lee County sherif himself, along with
the majority of the sherif’s department.
“A special thanks to Bufalo Wild
Wings® in Sterling for their generosity,
service and support for law enforcement
and specifcally during their donation to
the Lee County Sherif’s Department K-9
program,” said Sherif John Simonton in
a Facebook post. “Tank you everyone
who came out!”
Te EWRF event brought in 128
checks totaling $592.24, which went
toward the cost to buy and train the new
canine deputy.
“Te turnout was fabulous,” said
Jennifer Hovey, manager at the Sterling
location. “In a small community such
as Sterling, it is crucial that we all come
together for these types of things. I am
thankful for being able to partner with
such a caring community.” S
World Wide Wings Hosts K-9 Fundraiser
for Local County Sheriff’s Office
World Wide
Wings hosted
an EWRF
event to raise
money for the
Lee County
Sheriff’s
Department’s
K-9 program.
The Lee County Sheriff’s Department gave
BWW® a shout-out on its Facebook page.
n 2018, World Wide Wings once again
made the holiday season extra special
for children in Washington and Oregon.
Each year, the company launches its
Season of Wishes campaign to raise money
for the Make-A-Wish® Foundation in the
Northwest.
From Nov. 23 to Dec. 31, World
Wide Wings’ Bufalo Wild Wings®
locations worked toward a goal of raising
$37,500 to grant the wishes of fve
children facing life-threatening illnesses.
“Wishes make these fghters feel like
kids again, and they get to enjoy time
with their families,” said WWW Field
Marketing Coordinator Holly Riggsby.
Make-A-Wish provides blue stars
for World Wide Wings team members to
sell to guests in order to raise the funds.
BWW® surpassed the 2018 goal, raising
$39,794.65 to help spread cheer to
children.
Last year, money collected through
World Wide Wings’ Season of Wishes
made the dreams of six children come true:
4-year-old Aaliyah, who wished to go to
Disneyland; 17-year-old Jessica, who wished
for a boat; Kolbe, 7, who wished for a
swimming pool; 7-year-old Esmae’s wish of
visiting Hawaii; Krue, 11, whose wish was
to travel to the Bahamas; and Monserrat, 16,
who wished to see the Mall of America. In
total, the Make-A-Wish Foundation fulflled
the wishes of 260 youth.
Troughout the years, World Wide
Wings has donated more than $204,500
to Make-A-Wish and looks forward to
continuing the Season of Wishes tradition.
“Our team did an amazing job, and I’m
excited to see what wishes we are able to
grant this year,” said Riggsby. S
World Wide Wings Makes Wishes Come True
for Children in Oregon and Washington
World Wide Wings partnered with Make-A-Wish Foundation in 2018 to raise almost
$40,000 to grant the wishes of children in Oregon and Washington who face life-
threatening illnesses.
THESCORE | 2019 Issue 1
MEMBER NEWS
very year during the holiday season,
Danielle Cadden, the training
general manager for Four M Franchising,
LLC’s Milford, Connecticut, location,
which is owned by Jim Bitzonis, seeks
out diferent organizations to give back
to. Tis past year, Cadden chose to give
back to military troops who are unable to
be with their families.
In the past, the Milford BWW® has
partnered with Toys for Tots, Socks for
Seniors and has adopted families through
the Boys & Girls Club of Milford. To
help raise the spirits of the troops who
have been stationed away for quite some
time, BWW partnered with Operation
Shoebox, a nonproft organization that
sends items over to troops
in need of any requested
items ranging from health
care essentials and playing
cards to blank post cards
and writing pads.
Te mission of
Operation Shoebox is:
“Whether it looks like
packing cofee, socks,
toothpaste and sports
gear into care packages or
sending letters of encour-
agement, whether it looks
like organizing fundraisers
or collecting supplies
for homeless veterans,
Operation Shoebox is committed to
treating every hero with care and honor.”
Te Milford team sent 12 boxes
to the troops this year, with each box
containing two stockings flled with
enough goodies and essentials for over 24
individuals.
“I truly believe, with the success we
had with Operation Shoebox, this is a
great way to give back over the holidays,”
said Cadden.
Whether it was bringing in materials
to be packed or donating money for items
on the list, almost every Milford BWW
team member participated in Operation
Shoebox, and the entire team took part in
packing the items and signing Christmas
cards that were sent to the troops.
“Te ‘feel good’ in doing something
right is infectious,” said Jean-Paul Parnizari,
director of operations for Four M
Franchising, LLC. “It has motivated them
to reach out to local community organiza-
tions and invite them to participate in the
Eat Wings Raise Funds program.”
Te Milford BWW is a store that
stays involved in its community and is
always looking for ways to donate to local
organizations.
“Giving back to the community, not
only during the holidays but year-round,
is a great way to bring your team closer,”
said Parnizari. “Te comradery during
the donation is a great team-building
tool, and employees who do not normally
spend time together did and it grew that
‘family’ vibe in Milford.” S
Four M Franchising Gives Back
Through Operation Shoebox
This past holiday season, Four M Franchising, LLC partnered
with Operation Shoebox.
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Troops who received care packages
through Operation Shoebox were apprecia-
tive of the notes and gifts.
2019 Issue 1 | THESCORE
MEMBER NEWS
n Dec. 9, while the Messenger
family was sleeping peacefully in
their beds, a fre broke out in their house.
All members of the family were able to
escape the lethal fames aside from Ethan
Messenger. When Ethan’s father, Kyle,
realized his son was still in the house,
Kyle ran into the burning building after
him and never returned. Both Ethan and
Kyle were lost to the fre.
To help the Messenger family in
its time of need, Diversifed Restaurant
Holdings (DRH) held fundraisers for the
family at their Sault Ste. Marie, Gaylord
and Petoskey, Michigan, locations. Over
150 people attended the fundraiser at
the Sault Ste. Marie location, 149 people
showed up at the Gaylord location, and
129 people came to the Petoskey location
to show their support. Together, the
locations were able to raise $1,206 for the
Messenger family.
“I asked the regional director if this
was something we could do, and she
said to reach out to both the Gaylord
and Petoskey locations,” said Shauna
Bradley, assistant managing partner with
DRH. “Te reason I did this was, being
a mother myself, the thought of such a
loss devastated me. Knowing that our
company supports our community in
many ways, I wanted to do what I could
to help ease this family’s pain.”
In attendance at the Sault Ste. Marie,
Michigan, fundraiser was Ethan’s mother
and Kyle’s girlfriend, Morgan Harsin.
Harsin attended the fundraiser with her
surviving son, Ashton, and her friend,
Ashley.
“It’s an amazing opportunity for
all of us, and we are grateful to be in a
position to give back to our hometown,”
said Michelle Sibbald, managing partner
with DRH.
Attendees of the fundraiser enjoyed
half-price kids’ meals and bonding with
the community to show the Messenger
family they’re not alone.
“As soon as our team members were
made aware of our fundraiser and its goal,
they were in 100 percent and were very
active in spreading the word by mouth and
on social media,” said Lisa Bissett, senior
marketing manager with DRH. “Te
community turned out in great numbers,
many of whom had never been to B-Dubs®
before or do not go regularly.” S
Diversified Restaurant Holdings Holds
Fundraiser for Family Devastated by House Fire
n early January, Spark Restaurant
Management acquired three Houston,
Texas, locations from franchisee Woody
Winfeld, bringing the company’s total
unit count to eight.
“Te BWW® brand, over the years,
has done remarkably well in the Houston
market,” said Mickelowf Rosckowf,
chief operations ofcer, and Sanjay
Mehra, president of Spark Restaurant
Management. “Moreover, we have a major
presence in Houston with 58 additional
restaurants from various brands, including
BWW. Te addition of three more BWW
units gave us the ability to share resources
and operate more efciently.”
With the new acquisition comes a
demand to hire and train new people. To
help ensure the success of the company,
Spark Restaurant Management used its
PAP (People, Assets, Proft) method to
hire and train its new team members.
“We work exceedingly hard with
our leaders to deliver a world-class
culture of recognition, development
and fair accountability,” said Rosckowf
and Mehra. “Tese are key components
that ensure our employees have a great
experience in their careers within our
organization that results in exceptional
guest experiences. Having a well-
maintained restaurant, aesthetically and
functionally, and a streamlined back of
house will enable us to stay ahead of
competitors. Many industries today are
highly competitive; therefore, we employ
these key drivers in the execution of the
brand vision and mission.”
For every company, after purchasing
and acquiring units, the transition is
always a challenge, however, due to
numerous acquisitions Spark Restaurant
Management has done in the past, the
company has developed a method to
perform smooth transitions.
“Our methodology focuses on fve
functional areas and measures within a
90-day timeline. Te functional areas are
management, human resources, operations,
fnance/accounting and maintenance,” said
Rosckowf and Mehra. “In every area, we
strive to identify strengths and opportunities
before we provide communication and
direction to calibrate with our operating
culture. At the core, we ensure we are
establishing the culture, building relation-
ships, strengthening the focus on the guest
experience and advancing performance.”
For this acquisition, Spark
Restaurant Management worked with
four partners. However, gaining align-
ment from all four partners and getting
them to the closing table was a marathon
for Spark Restaurant Management.
Te calibration was a challenge on the
valuation of the business along with
how to reduce capital gains for the seller,
but toward the end, Spark Restaurant
Management was able to reach a median
where both the buyer and seller walked
away content.
“Our recent BWW acquisition makes
us the only franchisee in the Houston
DMA,” said Rosckowf and Mehra. “We
now have the freedom to expand BWW
in Houston without impeding on another
franchisee’s territory. Our mega plan is to
grow the BWW brand in Houston and
beyond with new unit development and
procuring more acquisitions.”
Trough this new acquisition
and its people, assets and proft, Spark
Restaurant Management is able to
heighten its presence in the Houston
market and build a loyal customer base.
“With Bufalo Wild Wings® aiming
to re-energize the brand, we will be able
to use that momentum to take these
units to the next level,” said Rosckowf
and Mehra. S
Spark Restaurant Management Boosts Portfolio
With Acquisition of Three Houston Locations