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 4
2019 FBS Summit
Descends on Las Vegas
PAGE 18
The Need for Speed:
Restaurant Service Relies on the
Right Mindset and Training
PAGE 26
McLane Foodservice ofers its sincere
gratitude to the BUFFALO WILD WINGS
franchisees for their years of partnership
and successfully growing together.
©2019 McLane Company, Inc. All rights reserved.
TABLE OF CONTENTS
2019 Issue 4
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
Bobby Pancake
Director
Christy Williams
Executive Director
FBS Editorial Board
Jessica Loeding
Editor-in-Chief
jessical@myfbsonline.org
Sean Ireland
Managing Editor
seani@myfbsonline.org
Rachel Jackson
Associate Editor
rachelj@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
678-439-2284
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
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ON THE COVER
Longtime franchisees Bob Senkar and
Brian and Jeff Carmody capture their 25th
anniversary service award moment onstage
with FBS Chairman Wray Hutchinson, Vice
Chairman Mark Jones and Buffalo Wild
Wings President Lyle Tick. For more on the
2019 FBS Summit, see page 18.
COLUMNS
2
Chairman’s Column
DEPARTMENTS
4
FBS Member News
11 Recognitions
11 Event Calendar
17 One Topic, 10 Facts
FEATURES
13 Protect Your Employees and Customers Against the Dangers of Slips,
Trips and Falls
contributed by Lockton Cos.
16 Spotlight on the 116th Congress: Rep. Scott Peters (D-CA-52)
18 2019 FBS Summit Descends on Las Vegas
26 The Need for Speed: Restaurant Service Relies on the Right Mindset
and Training
by Sean Ireland, FBS associate director of communications
28 A Few Things Great Leaders Do
by Dennis Snow, Snow & Associates Inc.
30 Record Level of Wages Recovered by Federal Government:
Is Your Business Next?
by Douglas Duerr, Elarbee Thompson Sapp and Wilson, LLP
32 What Critical One-Hour Activity Must You Do Every Working Day?
by Dan Coughlin, The Coughlin Co.
34 Productivity Doesn’t Make You Efficient
by Laura Stack, The Productivity Pro®
DIRECTORIES
14 Associate Member Listing
36 Advertisers Guide and Editorial Calendar
2019 Issue 4 | THESCORE
From the Chairman
Over 15 years ago, Franchise Business
Services (FBS) was created to develop
a similar sense of camaraderie among
Bufalo Wild Wings® franchisees. Te
association was formed with a purpose of
providing franchisees with education and
training, advocacy and member services.
Together, we are stronger than any one
individual, and by uniting our voices, we
can provide benefts for the collective good
of the franchisee community.
Recently, Bufalo Wild Wings has
been on a journey to return to the Great
American Sports Bar. From new product
rollouts to branding and menu changes,
the BWW® brand has evolved quickly
over the past few years. Tese changes,
combined with continued legislative
pressures on employers, lead to many
challenges for FBS members in their
restaurants. What each of us does in our
sports bars impacts the brand. Any one of
us can harm or help all of us.
With a new decade upon us, FBS
is reaching a turning point as owners
are settling in and getting used to the
adjustments that have been made. FBS
exists to provide valuable information and
education for its members, and the board
of directors is looking forward to focusing
on this and getting back to the roots of the
association.
Tis issue of Te SCORE recaps
one of FBS’ most valuable educational
opportunities – the annual FBS Summit.
Each year, franchisees gather to share
best practices and network with fellow
franchisees and system suppliers. As we
look forward to the 2020 FBS Summit
in Las Vegas, May 6-8, FBS is putting
together an agenda that will focus on the
issues that you told us during our member
survey are most important to you.
In addition to the Summit, FBS is
here to provide services benefting you
and your business. When evaluating
your insurance needs, whether health
care, property and casualty, or EPLI, I
encourage you to explore the oferings
available to you through your association.
Not only will you fnd best-in-class
products, but rates remain stable and
competitive in an ever-changing market.
As we enter the new year and new
decade, consider your involvement
with Franchise Business Services and
how you may be able to maximize the
benefts of your membership. Attend the
Summit. Contribute to communications.
Participate in insurance programs. Provide
feedback on issues that are important to
you. However you choose to be part of
FBS, we welcome your support.
We hope 2020 is of to a great start
and anticipate the excitement it brings for
our Bufalo Wild Wings sports bars. As
members of the “franchisee team,” we can
all look to each other for advice, informa-
tion and support. I wish you happiness
and success in the new year and look
forward to seeing you all in Las Vegas!
Wray Hutchinson
thletes gain a sense of camaraderie when
they put on their uniforms and step onto
the field together. Competing with team-
mates, reacting to their teammate’s actions in
the moment and encouraging one another gives
purpose to the sport for many athletes. Being
part of a team means being part of something
bigger than yourself. Then there is winning.
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2019 Issue 4 | THESCORE
MEMBER NEWS
or the ffth consecutive year, Bufalo
Wild Wings® in Jacksonville, Illinois,
owned by Te Cekander Group,
sponsored the Jacksonville Main Street
Pumpkin Festival. Team members hosted
a Blazin’ Wing Challenge, where partici-
pants attempted to eat eight wings covered
in the signature
BWW® Blazin’
sauce.
Six brave
contestants
competed in the
challenge, with the
winner fnishing in
1:39. Te winner
took home a basket
of Halloween
treats and BWW
gift cards, and
all participants
received coupons
for a free snack-size
boneless wings.
Team members from the Jacksonville
restaurant, led by Assistant General
Manager Liz Price, helped with the
challenge and represented the restaurant,
handing out coupons to spectators.
Te restaurant loves getting involved
with the Pumpkin Festival and other
community events such as Relay for Life,
the Jacksonville Fourth of July celebration
and local school sporting events.
“Sponsoring events like this and
others gives us an opportunity to get out
into the community that supports us,”
said Price. “It is a way to get our name
out to potential new guests and let the
surrounding areas know that we are here
to support them.” S
The Cekander Group Hosts Blazin’ Wing
Challenge at Jacksonville Pumpkin Festival
Participants tried their best to eat eight of BWW’s spiciest wings.
The winner of the challenge finished in a
flash with a time of 1:39.
A
group of dedicated veterans in Big
Rapids, Michigan, came together
to raise awareness of the number of
veterans that commit suicide each
day. Te U.S. Department of Veterans
Administration estimates that an average
of 22 veteran suicides occur per day.
To commemorate this, a group of over
20 veterans met on Sept. 22 to walk 22
miles for the cause.
Starting at 4:30 a.m., members of
the Big Rapids AMVETS Post 1941
group and many other veterans gathered
at the Bufalo Wild Wings® Big Rapids
restaurant owned by JK&T Wings Inc.
Tey were bussed to a location in Howard
City about 22 miles away to begin their
walk. Te veterans walked all morning
back to the BWW® restaurant and were
greeted by hundreds of people waiting to
give them a warm welcome.
“Tere were many sore ankles, knees,
hips and muscles, many throbbing feet
and a lot of blisters,” said John Duvall,
a U.S. Navy veteran and organizer of
the event. “Yet, these amazing men and
women fought through it all and fnished
the 22 miles.”
Te veterans were extremely thankful
to BWW Big Rapids for the welcome
upon their return. “We appreciate all of
the patrons giving us a standing ovation,
high fves, knuckle bumps and sweaty
hugs as we strolled in, and thank you to
all AMVETS ofcers that showed up to
support the cause,” said Duvall.
“Working with organizations like
these not only brings awareness to
very important causes,” said Ben Nagy,
assistant general manager of BWW
Big Rapids, “it also provides a fun,
upbeat atmosphere for these groups to
gather and have a great experience to
remember!” S
JK&T Wings Raises Awareness for Veterans in Big Rapids
U.S. veterans enjoy wings, beer and company at the Big Rapids BWW after walking 22
miles to raise awareness of the number of daily suicides committed by veterans.
THESCORE | 2019 Issue 4
MEMBER NEWS
ana White, president of the
Ultimate Fighting Championship
(UFC), stopped by Four M
Franchising’s Bufalo Wild Wings®
in Times Square to tune in to the
Masvidal vs. Diaz fght on Nov. 2,
which was the UFC’s 500th live event.
All four foors of the restaurant were
packed with fans there to watch the
fght and meet White.
Guests also had the opportunity
to try the limited-edition BMF wing
sauce, which was in stores for one day
only. “Te customers loved it,” said
Victoria Zhu, event sales manager for
the restaurant. “Some couldn’t handle
the heat, but for the most part, it had
nothing but great reviews.”
UFC fghters Mackenzie Dern,
Maycee Barber and Al Iaquinta stopped
by the location as well. White and
the fghters loved the BMF sauce and
took time to snap pictures and sign
autographs for guests. Modelo was also
on site giving away complimentary beer
to guests.
Hosting celebrities provides
Buffalo Wild Wings with the perfect
opportunity to showcase the one-of-
a-kind BWW® venue. “Dana White’s
presence provides us an opportunity to
show everyone exactly why we are the
No. 1 Great American Sports Bar,” said
Zhu. S
UFC President Dana White Visits
Buffalo Wild Wings in Times Square
UFC President Dana White visited the Buffalo
Wild Wings restaurant in Times Square and
tried the limited-edition BMF sauce.
n Sept. 28, Brian and Jef Carmody
of JK&T Wings served as the grand
marshals of the homecoming parade
at Ferris State University, their alma
mater. Both brothers graduated from the
university’s College of Business and wore
the No. 5 jersey on the Ferris football
feld, experiences they say have shaped
their business strategies today.
“I think that being involved in
athletics and then having a background in
the business school helped us become well-
rounded in the restaurant industry because
of the ebbs and fows that you learn from
being a collegiate athlete,” said Brian.
At JK&T Wings, community is an
important building block of the business.
Te brothers recall a motto from their
days on the football feld: “Every player,
every play.” Tey have shifted this into a
restaurant-focused phrase, “Every guest,
every shift, every day,” encouraging the
staf to provide each visitor with a great
dining experience.
Giving back to the community is
something they value. Brian noted that
General Manager Steve Cassiday and
Assistant General Manager Ben Nagy
do a phenomenal job of keeping Bufalo
Wild Wings® involved with not only the
Ferris athletics community, but also the
Big Rapids community.
In addition to riding in a red
convertible during the parade, the
Carmody brothers also spent home-
coming visiting with former teammates
and classmates, reminiscing on their
championship-winning days. Some
of their favorite memories from the
university were winning division titles as
Bulldogs. During the Carmody era, the
Bulldogs went 71-31-3. Teir university
pride is on display in the Big Rapids
BWW® restaurant with Jef’s jersey and
a poster of Brian in uniform framed and
hung on the wall.
“I think the university experience
serves as a footprint for your path in
success and life,” said Jef. “It’s just been
fun to be a part of not only the commu-
nity but Ferris, and give back in some
ways because of the experiences we’ve had
at this great university.”
Te brothers are both proud to be
Ferris State alumni and love seeing the
growth that the school has brought to
the community. Tey noted that it was
an honor and an “incredible privilege” to
represent the university during home-
coming week. S
Brian and Jeff Carmody Selected as Grand Marshals
for Ferris State University Homecoming Parade
Members of the Carmody family show
their Bulldog pride at the homecoming
game in September.
Brian and Jeff Carmody served as the
2019 grand marshals for the Ferris State
University homecoming parade.
2019 Issue 4 | THESCORE
MEMBER NEWS
n Sept. 30, people from Gadsden, Alabama, gathered at
the new Bufalo Wild Wings® location for a ribbon-cutting
ceremony. Te restaurant, owned by Rick Story of Wingin’
It, LLC, is located right on the waterfront of the Coosa River.
Guests can pull up to the boat slips for easy access to the
restaurant to enjoy wings and beer.
Story had been searching for the perfect location in Gadsden
to build a restaurant for several years, almost giving up. One day,
Gadsden Mayor Sherman Guyton called and asked if Wingin’ It
would be interested in land on the river. “Te city of Gadsden
had built a boardwalk on the river beside the Coosa Landing
where they have close to 80 fshing tournaments a year, and the
location was next to it,” said Marketing Manager Leslie Nabors.
“Tey made it an easy decision to build right on the river.”
After more coordination with city ofcials and about
four months of construction, the restaurant was ready for the
grand-opening ceremony. Members of the Gadsden Chamber of
Commerce, Mayor Guyton and other city ofcials came to show
their support. “I can’t tell you how proud we are of these folks
moving in here,” Guyton said at the ceremony. He also noted
that the restaurant was part of the city’s plan to develop the
riverfront, which runs through the heart of downtown Gadsden.
About 100 guests attended the event, which was advertised
through local schools, newspapers and social media outlets. Te
restaurant gave out small footballs, slap koozies and foating boat key
chains. Guests enjoyed food and drinks on the back deck, complete
with couches, string lights and a beautiful riverfront view.
Wingin’ It likes having a restaurant on the water. Gadsden has
established the area as an entertainment district, allowing guests to
walk outside on the boardwalk with drinks. Te restaurant is excited
to host promotions and get involved with fshing tournaments and
other water sports. It has already hosted a group of paddleboarders
for a “Full Moon, Full Belly Paddle” event during which participants
paddled to the restaurant, ate some wings and paddled back.
“We are thrilled to be on the Coosa River in Gadsden and
think this may be the frst of its kind for Bufalo Wild Wings,”
said Nabors. “We will continue to market by getting involved
in the community and conducting promotions for the fshing
tournaments right next to us.” S
Wingin’ It, LLC Opens New Restaurant on Coosa River
Team members and Gadsden officials gather at the new Gadsden
Buffalo Wild Wings, owned by Wingin’ It, LLC, for a ribbon-
cutting ceremony on Sept. 30.
The Gadsden Buffalo Wild Wings is located on the banks of the
Coosa River.
s the 2019 MLB regular season ended, Bufalo Wild Wings®
restaurants across the Northeast gave guests the chance to watch
the New York Yankees in person by winning a pair of free tickets.
Six BWW® restaurants, each owned by Four M Franchising,
were given pairs of Yankees tickets, and each store decided how
to give them away. Te Danbury and Milford, Connecticut,
restaurants held rafes for guests who purchased certain prod-
ucts, with two regular guests being the winners.
Other restaurants surprised regular guests with the tickets. In
New Rochelle, New York, the tickets went to BWW regular Felix
and his son. Tey were ecstatic to receive the surprise, which will
give them a father-son moment to remember for a lifetime.
In North Haven, Connecticut, a couple received the tickets
and was in awe. “Tis never happens to me,” the winner, with
tears in his eyes, told General Manager Ray Denardis.
Two more loyal guests who have been going to BWW to
watch Yankees games for years were surprised in White Plains,
New York. For once, they watched a game live at Yankee Stadium.
Four M has given tickets to customers in the past, but this
was the frst time the company gave Yankees tickets. Te Yankees
are an important team in New York, and many fans gather in
Bufalo Wild Wings restaurants to cheer for them. “Any support
for your local sports team is a huge trafc driver,” said Juan
Feliciano, area director for Four M. “Rafing tickets for a team
of caliber like the New York Yankees speaks volumes.”
In addition to driving trafc, the ticket giveaways left a
memorable mark on guests. Because of BWW, these guests
have experiences and memories that will last for years to come.
“People don’t remember what you said to them, but they
remember how you made them feel,” said Feliciano. S
Four M Franchising Gives Yankees Tickets to Deserving Customers
Four M Franchising gave away six pairs of Yankees tickets to fans
across its locations.
THESCORE | 2019 Issue 4
MEMBER NEWS
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Diversified Restaurant Holdings
Raises Money for Injured Sheriff
n August, tragedy struck the Chippewa County, Michigan,
community when Sherif Mike Bitnar was involved in a car
accident that left him on the long road to recovery. Members
of the community came together to raise money for the Bitnar
family to help with medical expenses.
Te Bufalo Wild Wings® locations in Sault Ste. Marie and
Marquette, owned by Diversifed Restaurant Holdings, hosted
an Eat Wings Raise Funds event to contribute to the cause. On
Sept. 25, both locations donated 10% of the day’s sales to Bitnar.
“Our store learned about Sherif Bitnar’s condition when
he was involved in his accident,” said Shauna Bradley, Sault Ste.
Marie manager. “Following social media pages and local news
sources allowed us to keep in touch with his recovery.”
Between both stores, a total of $884 was raised for the
sherif and his family. Te company is very proud to help
someone in need. “I love that I work with a company that has
such a strong support system for our local community and that
does not think twice when reaching out and presenting opportu-
nities to help out families,” said Bradley.
Born and raised in Sault Ste. Marie, it is important to Bradley
and other members of her team to reach out and help the commu-
nity. She noted that community connections have been strong this
year, and her team looks forward to strengthening relationships
with the local community in the coming months. S
Carolina Wings Management
Hosts UNCW Basketball for
Tip-Off Luncheon
n Oct. 21, basketball fans of the University of North
Carolina Wilmington (UNCW) ate lunch with coaches
at the Bufalo Wild Wings® in Wilmington, North Carolina.
During the 10th annual Tip-Of Luncheon, third-year basketball
coaches C.B. McGrath and Karen Barefoot gave fans an inside
look at their plans for this season.
Te restaurant, which is owned by Carolina Wings
Management, has partnered with UNCW and several other
small colleges for the past 20 years. BWW® also hosts the
Basketball Coaches Show each Monday in the fall during
lunchtime.
Over 100 Seahawks fans came to the luncheon to hear from
the coaches. Athletic Director Jimmy Bass and Mike Vaccaro,
the radio voice of the Seahawks, also attended the event. Te
restaurant served an all-you-can-eat bufet with boneless wings,
assorted wraps and salads. McGrath and Barefoot provided
an in-depth look at their schedules, players and teams, then
answered questions from guests.
Supporting local athletics programs has been benefcial for
the restaurant, and the staf looks forward to staying connected
for future events. S
2019 Issue 4 | THESCORE
MEMBER NEWS
n Wednesday, Sept. 11, Bruno Enterprises held a fund-
raiser at its Bufalo Wild Wings® restaurant in Joplin,
Missouri, for the family of Kadin Roberts-Day, a Joplin High
School football player who died Sept. 4 following practice.
Te event included a silent auction with items donated
from local vendors, donations from the community and a
contribution of 15% of the day’s sales. Bringing in $1,375.45,
the fundraiser had over 200 members of the community in
attendance, including 32 members of Kadin’s family, who had
a special memorial table with posters, pictures, fowers and a
book for guests to sign at the event.
“We are a small community, the type that everyone goes
to the local high school football games to support all our kids,”
said Susan Harris, general manager of Bruno Enterprises’
Joplin location, which is owned by Jim Bruno. “Losing Kadin
Roberts-Day, an amazing young man and football player, was
devastating to all our families.”
Te fundraiser, which beneftted Kadin’s mother and two
siblings, was an emotional night for all.
“We had people that came just to support the family and
give their condolences. It was a very emotional day for my
team, as well,” said Harris. “Tere was a man making T-shirts
honoring Kadin, and we all purchased one to show support.
Te whole football team came at the end of the night to
support the family as well. I have done many fundraisers, but
this was the most important and the most emotional one I have
ever done by far.” S
Bruno Enterprises Raises $1,375 for Family
of Fallen High School Football Player
The Buffalo Wild Wings team in Joplin, Missouri, hosted a
fundraiser in memory of Kadin Roberts-Day.
Guests expressed their condo-
lences by writing sentimental
notes in the book pictured
above, which was given to
Kadin’s family.
Employees made a memorial
table honoring Kadin with
posters, pictures, flowers and a
book for guests to sign at the
event.
espite his incredible
performance in the ring,
professional boxer and Linden,
Michigan, native Joey Spencer
has not forgotten about his
hometown roots. Local Bufalo
Wild Wings® restaurants have
been there to support him
throughout his career by
hosting watch parties, meet
and greet events, and open
workouts for fans to come
cheer for him. His photos and
boxing shorts are on display in
some of the local restaurants.
Spencer made an appearance Aug. 27 at the Bufalo Wild
Wings in Flint, Michigan, owned by Diversifed Restaurant
Holdings, for an open workout. Guests enjoyed wings and drinks
while watching Spencer train for his next professional fght.
Fans also had a chance to win special Joey Spencer merchandise
through giveaways and get photos and autographs with the boxer.
Te event was a great way for fans to show support for Spencer
but also for him to connect with those who look up to him.
“I love my partnership with Bufalo Wild Wings,” said
Spencer. “I always look forward to my open workouts because
it helps me to connect with fans, and [Mid-Michigan Regional
Director] Krystle [Tomaszewski] and her staf are always so great
to work with. It’s been a fun partnership, and I’m excited to
continue!”
Not only is Spencer a great role model, but he’s also a force
to be reckoned with in the ring. At only 19, he has an undefeated
professional record and seven knockouts. Despite his talent, he
remains humble and shows gratitude for his fans at home.
“Joey is an amazing role model for the community, especially
the youth,” said Tomaszewski. “He is involved in almost every
community function he can be, from parades to fundraising
events to speaking at Linden’s Night of Hope most recently. He
adores his community and young fans.”
Te open workout brought in heavy trafc to the restaurant
– an 18% increase in sales year-over-year. BWW® looks forward
to hosting Spencer for similar events in the future and hosting
watch parties for his upcoming fghts. S
Diversified Restaurant Holdings Hosts Knockout
Event With Professional Boxer Joey Spencer
BWW guests watched Joey
Spencer, professional boxer,
train on the open bar floor.
Guests also got to talk to and
get autographs from Spencer.