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 | 2 0 1 9 I S S U E 2
Rollout Best
Practices:
Creating a Game
Plan That Works
page 18
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.
■
■
Certifi cates of insurance within 24 hours
■
■
TABLE OF CONTENTS
2019 Issue 2
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
Rachel Jackson
Managing Editor
rachelj@myfbsonline.org
Morgan Fitzgerald
Contributor
morganf@myfbsonline.org
Advertising Sales
Jeff Reynolds
Director of Business Partner Relations
jeffr@myfbsonline.org
678-797-5163
Montserrat Almaraz
Sales & Development Manager
montserrata@myfbsonline.org
678-767-5160
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
From plateware to hand-breaded chicken,
Buffalo Wild Wings® is rolling out an all
new look in 2019. BWW® franchisees
shared their best practices on how to rock
the return to the Great American Sports
Bar. See more on page 18.
COLUMNS
2
Chairman’s Column
by Wray Hutchinson, FBS Chairman
DEPARTMENTS
4
FBS Member News
8
One Topic: 10 Facts
9
Recognitions
9
Event Calendar
10 Franchisee Spotlight
30 Look, Listen, Read
FEATURES
11 Spotlight on the 116th Congress: Rep. Anthony Brindisi (D-NY-22)
14 2019 FBS Summit Takes on the City of Lights
16 Be Calm When the Storm Hits: Get a Disaster Plan in Place for
Your Restaurant
by Sean Dawson, Mize Houser & Company P.A.
17 Connecting With Millennials in the Corporate World
contributed by McGriff Insurance Services
18 Rollout Best Practices: Creating a Game Plan That Works
by Morgan Fitzgerald and Rachel Jackson
22 When You Think No One Is Watching
by Dennis Snow, Snow & Associates Inc.
24 The Proper Course of Action for Social Security Administration
No-Match Letters
by Douglas Duerr and Molly Martin, Elarbee Thompson Sapp and Wilson, LLP
26 Busy Strategy and Lego Pieces
by Dan Coughlin, The Coughlin Co.
28 Having a Value Focus
by Laura Stack, The Productivity Pro®
DIRECTORIES
12 Associate Member Listing
32 Advertisers Guide and Editorial Calendar
2019 Issue 2 | THESCORE
From the Chairman
Sports teams undergo changes like
this often. Players, coaches, strategy and
even uniforms are subject to change
each season. But, with change comes
preparation. A team that wants to win will
prepare thoroughly for their next season.
Tey might have some curveballs thrown
at them, but with the right plan and an
eye on the end goal, they can bounce back.
Like many teams in sports history, the
past year has brought opportunities to the
Bufalo Wild Wings® system. In March,
we saw revamped marketing make waves.
New products made their menu debut
with more on the way. We’re changing
the look and feel of our restaurants. Team
members have new uniforms. So, how
do we, as franchisees, ensure we have all
of our bases covered and are prepared for
these changes?
Inside this issue of Te SCORE,
several franchisees share their experiences,
feedback and best practices for the new
product rollouts. Franchisees from across
the system took their experience from the
March rollout and crafted policies and
procedures that has been vital in formu-
lating their plans for future changes.
I hope you will read on to learn
more about the insights and observations
these Franchise Business Services (FBS)
members shared. I encourage you to use
their advice to formulate a game plan for
your organization as BWW® continues
its return to the Great American Sports
Bar. As franchisees, the best way for us to
learn is to communicate with each other
and share the knowledge we have gained
through our restaurants.
Te 2019 FBS Summit is another
great opportunity for our franchisee
community to come together and discuss
these changes further. Held in Las Vegas,
Oct. 9-11, this year’s Summit will once
again ofer the chance to hear from Bufalo
Wild Wings and Inspire Brands leadership.
With November bringing more exciting
possibilities, this event is the perfect time
to network and share best practices with
fellow franchisees, brand leadership and
our system suppliers.
Registration is now open at
http://www.cvent.com/d/x6q37t. Te
Summit is also the prime opportunity to
hear about what FBS has accomplished in
the past year and get your questions out
to association and brand leadership. It is
more important than ever that we come
together, in collaboration with Bufalo
Wild Wings and Inspire Brands, to make
our system stronger. Training is over and
we are headed into our season. Let’s make
it a winning one!
I look forward to seeing you all in Las
Vegas!
Wray Hutchinson
012 was a lackluster season for the Boston
Red Sox, finishing last in the American
League East with a 69-93 record. Boston went
back to the drawing board, bringing in a new
manager and adding all-star talent to the roster. Those
changes paid off – the Red Sox came out of the 2013
season with a World Series championship. From the first
day of spring training session to the last pitch, members
of the Red Sox organization carried out the game plan
they knew would turn the season around.
Todd Blevins I 678.540.6204 I toddb@elevanta.com I elevanta.com I elevantahealth.com/fbs
ELEVANTA HEALTH PROVIDES:
► Proactive approach to attract and retain
talent with a comprehensive benefits package
► Financial stability for you and affordable
coverage for your employees
► Annual participation refunds to add to your savings
for choosing the Elevanta Health program
THE GRASS IS
GREENER WHERE
YOU WATER IT.
T O H E L P Y O U R G R O W I N G B U S I N E S S F L O U R I S H
Fill out our simple census quote form today to get started! elevantahealth.com/census
2019 Issue 2 | THESCORE
MEMBER NEWS
n June 26, Four M Franchising’s Bufalo Wild Wings® in
Times Square hosted an exclusive showcase on the rooftop.
Representatives from Bufalo Wild Wings and Inspire Brands
came out to reveal new menu items coming soon to B-Dubs®
across the nation. About 50 people were in attendance, including
guests from the media and social media infuencers. Special
guests from the brand – Chief Marketing Ofcer Seth Freeman
and Vice President of Brand Menu and Culinary Jamie Carawan
– also were on hand.
“It was an honor to be one of the frst sports bars to be
selected for this event,” said Juan Feliciano, area director for Four
M. “It continues to build the relationship between Inspire and
its franchisees. To be a part of an afternoon this big is something
we will never forget.”
Dave Phillips and Jason Murphy mixed signature drinks for
guests, including the Paloma and the Moscow Mule. Guests also
were able to taste a new low-calorie beer from Dogfsh soon to
be featured on the menu. Additional items expected to be rolling
out soon include the Nashville Hot Chicken Sandwich, new
boneless wings and chicken tenders, and the new OG sauce.
Te rooftop setting overlooking New York City and the
excitement from Four M Franchising to be hosting the unveiling
added to the buzz. Freeman and Carawan were able to make
their way around to tables to meet with guests and gather their
feedback on the new items.
“To play a part in hosting a moment this meaningful for
the brand is truly memorable,” said Feliciano. “We are looking
forward to a very bright future with Inspire Brands.” S
BWW Unveils New Menu Items Atop Four M
Franchising’s Times Square Location
Inspire Brands and Buffalo Wild Wings unveiled new menu items this summer on the rooftop of Four M Franchising’s Times Square
location. The Big Apple provided the ideal backdrop for the introduction of the products, which featured a number of special guests
such as Chief Marketing Officer Seth Freeman and Vice President of Brand Menu and Culinary Jamie Carawan.
THESCORE | 2019 Issue 2
n March 16, Bufalo Wild Wings® in Marquette, Michigan,
hosted the third annual Upper Peninsula All-Star Draft.
Around 200 guests, including local athletes and fans, gathered
to watch the selection of high school seniors slated to play in
the All-Star game later in the summer. Around 90 players are
selected each year to play in the football game, demonstrate their
skills and play with athletes from across the area.
Te draft party is an opportunity for athletes to interact
with future teammates and coaches in person. “It’s a great event
for the athletes, their teammates and their families to attend,”
said Matt Vogel, managing partner with Diversifed Restaurant
Holdings. “Tey are able to experience a live draft party that
involves local players, while having the support and excitement
of the community around them.”
After each selection is made, servers take notes in case any
attendees have questions about a player. Radio broadcasters
were at the event providing commentary and taste testing some
new B-Dubs® menu items on-air, including the All-American
Cheeseburger and Jammin’ Jalapeno boneless wings.
Te Marquette BWW® has had a growing relationship with
Xcel Sports over the past three years. In addition to hosting
the draft party, they have partnered up for training camp and
the football game itself. Te draft party has brought in at least
$3,000 in sales each year for the restaurant. In the past, the
draft has fallen during Michigan March Madness games and St.
Patrick’s Day, which led to high community involvement. Tis
year, the event occurred just a few days after a new menu launch,
which helped increase awareness of the fresh burger program.
Te partnership has also boosted annual summer sales because
of participants and their families building a positive relationship
with the sports bar.
“Working with Todd and Jodi from Xcel has been an
absolute joy,” said Vogel. “Tey have allowed our sports bar to
be one of the highlights of the draft party as well as the preferred
location to eat at during practice week. We are excited to
continue our partnership with them in the future!” S
MEMBER NEWS
Diversified Restaurant Holdings Hosts Third-
Annual Upper Peninsula Football All-Star Draft
his year, Diversifed Restaurant Holdings (DRH) teamed
up with Rudyard Elementary School in Rudyard, Michigan,
to raise funds for new playground equipment. Te current
equipment is upward of 15 years old and has recently started to
deteriorate. A school parent and manager of the Bufalo Wild
Wings® in Sault Ste. Marie approached the school principal
about doing an Eat Wings, Raise Funds event at the restaurant.
By coming to the restaurant and showing special tickets
to their server, customers could donate 20 percent of their bill
to the cause. Tickets were sent home with students and were
available in the school front ofce. Restaurant and school staf
organized the fundraiser on a half-day for the school in hopes of
increasing participation. Te fundraiser also fell on a Wednesday,
meaning kids ate for only $2.50 each.
“Many students came with their families,” said Michelle
Sibbald, managing partner with DRH. “Te crew was all in
high spirits since it was such a worthwhile cause, and it could be
felt throughout the store.” In addition to the percentage night,
students and their families could purchase a spirit bracelet for
$5 for the month leading up to the event. Between bracelet sales
and the EWRF percentage, a total of $696.87 was raised.
Te Sault Ste. Marie BWW® was excited to give back and
become more involved with the community. Over the last few
years, sales have been steadily increasing and momentum is
picking up as the city is growing.
“It’s an amazing feeling knowing that we are already helping
to set up Sault Ste. Marie as a great place to live for the families
that will be moving into the area,” said Sibbald. “We are all
excited to see what the future has in store for us.” S
Diversified Restaurant Holdings Hosts Eat Wings,
Raise Funds Event for Local Elementary School
2019 Issue 2 | THESCORE
MEMBER NEWS
ammy Upchurch has been a part of the Bufalo Wild Wings®
family since December 2005 and has assisted in opening
many locations across Michigan, Massachusetts, Illinois,
Louisiana and Florida. Upchurch currently serves as a front-of-
house, all-star trainer and shift lead at JK&T Wings’ location in
Midland, Michigan.
Tis April, Upchurch was diagnosed with invasive ductal
carcinoma and metatastatic ductal carcinoma, which is a
common form of breast cancer. She began intensive chemo-
therapy treatment soon after she was diagnosed and is scheduled
to undergo surgery in October. Between treatments, Upchurch
has continued to go to work with a smile on her face.
“Tammy brings everything to our Midland store and
company,” said Alan Lepley, general manager of the Midland
location. “She has a warm, friendly, caring attitude that is
genuine and honestly contagious.”
On July 21, JK&T Wings held a fundraiser supporting
Upchurch across four locations, donating 20 percent of all net
sales to her medical bills. “We have a couple of diferent promo-
tions going on during the fundraiser,” said Lepley. “Tammy’s
home store of Midland had a silent auction. Everything in the
silent auction was donated by the community and vendors with
all proceeds going to help Tammy in her battle. Our Saginaw
location had tap takeover with a local Michigan brewery and also
hosted a regional trivia tournament.”
Te fundraiser was a huge success, raising over $9,400 to
help with Tammy’s fght. Te fundraiser increased foot trafc
by 20-35 percent in each store, which is no surprise considering
Upchurch’s countless number of regular customers. “I am still
amazed by how many guests she knows by name and how many
guests know her by name. We have people that travel from out
of town and might swing by once a month or year and ask for
Tammy by name,” said Lepley.
Upchurch is described as having a positive energy toward
everyone she meets and is a beloved member of the community.
“Tammy has always been the frst one to help anyone out in
need. She’s a caretaker to many,” said Brandi Kogler, training
general manager. “She has played softball with several teams
through the years; she golfs on leagues and is on bowling teams.
Tese are just some of the things that she has done to help bring
the fun out in life.”
Upchurch described her journey as very humbling and
expressed appreciation for all the support her Bufalo Wild
Wings family has given her. “Not only do I have very supportive
friends and family, I work for an amazing company. Tey
have stood beside me every step of the way,” said Upchurch.
“Everyone has reached out in some way, shape or form to see
how I am doing or if I need anything, adjusting schedules due to
sickness from chemo, anything at all.”
She extended thanks to everyone who has taken time out of
their day to make sure she is doing well. “People have said that
I am an inspiration and how nice it is to see me get out of the
house and work when I can, but what they don’t know is that it
is made possible by Bufalo Wild Wings,” she said. “If it wasn’t
for my work family taking such good care of me, I would be far
worse than I am today.” S
JK&T Wings Raises Over $9,000 In Support
of Team Member’s Battle With Cancer
Tammy Upchurch, right, has been with JK&T Wings since 2005
and was recently diagnosed with breast cancer. JK&T Wings
hosted a fundraiser across four locations to benefit Upchurch.
“Tammy brings everything to our
Midland store and company. She has a
warm, friendly, caring attitude that is
genuine and honestly contagious.”
– Alan Lepley,
general manager of Midland location
“Not only do I have very supportive
friends and family, I work for an
amazing company. They have stood
beside me every step of the way.”
– Tammy Upchurch
THESCORE | 2019 Issue 2
n March 18, Diversifed Restaurant Holdings’ Bufalo
Wild Wings® in Petoskey, Michigan, hosted a networking
event for young professionals. Trive45 is an organization in the
Northern Michigan area that strives to bring young professionals
together to build meaningful friendships and connections.
Te Petoskey BWW® has been partnering with Trive45
since 2015 and has hosted several networking events over the
past few years. Because this year’s event fell during March
Madness, attendees were encouraged to wear their favorite team’s
apparel in order to be entered into a contest for a $50 Bufalo
Wild Wings gift card.
Around 30 young professionals were in attendance in addi-
tion to representatives from local businesses. Te $5 entry fee
provided boneless wings and other appetizers for guests to enjoy,
and a cash bar was also available.
Guests were able to fll out their own bracket for March
Madness and take guesses at who would win it all. Te event
was a great opportunity for young professionals in the area to
connect with each other both socially and professionally. “We
enjoy partnering up with Trive45 and the young professional
industry,” said Managing Partner Chenelle Capp. “Tese events
are great ways to meet new people, and we look forward to
hosting again.” S
Diversified Restaurant
Holdings Hosts Thrive45
March Madness Event
hen the Logansport, Indiana, Bufalo Wild Wings®
location lost one of its regular customers, the restaurant
decided to step up and give back. Chad Lambert was a vital
member of the Logansport community who worked at the local
high school and dedicated himself to coaching youth basketball
and baseball.
“When we found out about his passing, it was only natural
to help in any way we could for his foundation,” said Amanda
Westerfeld, general manager for the Logansport location owned
by Te Jones Group. “He loved kids and wanted to help them in
any way he could.”
Te Chad Lambert Youth Athletic Fund, created in
Lambert’s honor, helps raise money for athletic programs across
the area. Te team at Logansport BWW® hosted a successful Eat
Wings Raise Funds night on May 8 to raise money. Tere was a
great turnout for the fundraiser from friends, family and athletes
who came out to support Lambert.
Between this fundraiser and other community eforts,
over $14,000 was raised in his name. Te money has been
used to purchase a Shoot-A-Way Gun for the Logansport High
School basketball team. Te foundation has also paid dues and
purchased gear for local youth leagues, helping ensure that every
child has the opportunity to play. S
The Jones Group Hosts Benefit
for Local High School Coach
Chad Lambert was passionate about sports and coached basket-
ball and baseball at Logansport High School.
2019 Issue 2 | THESCORE
Average retail wages have risen by almost $1 per
hour in the last year, to $19.40 as of March.
Twenty-seven states and Washington, D.C., have
increased their minimum wage in the last five years.
Another 41 local municipalities have adopted
minimum wages that are higher than their state
levels.
The restaurant industry employs 15.3 million
workers …
And is expected to add 1.6 million new jobs in the
next 10 years.
With a turnover rate estimated to exceed 70 percent,
the restaurant industry is in particular need of tools
that streamline onboarding and training and, at the
same time, help boost retention.
Retaining staff is a persistent issue for operators
and cited data showing that turnover rates increased
in 2018 for both hourly employees and for all levels
of management.
In a Restaurant 2025 report on the future of auto-
mation in the restaurant industry, automation and
robotics could play increasingly important roles in
back-of-the-house restaurant operations such as
cleaning, as opposed to providing front-line service.
Employee scheduling software can help reduce labor
costs by 1-3 percent.
10
Scheduling software can help reduce employee
scheduling time by 80 percent, keeping all commu-
nication on one platform where everyone can see it.
Source: Touch Bistro, Restaurant Business
One topic:
10 facts
Labor
Costs
2019 Issue 2 | THESCORE