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 | 2020 ISSUE 3
Potters Wings
Potters Wings
flies into the Franchisee
Spotlight as the company
tests the use of drones
Potters Wings
Potters Wings
Read more from franchisees on takeout and delivery innovations
PAGE
14
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12
©2020 McLane Company, Inc. All rights reserved.
All of us at McLane Foodservice would like to extend
our well wishes to the entire BUFFALO WILD WINGS
franchise community, their businesses, and especially
their families during these trying times. We look forward
to coming through COVID-19 and building on our
strong partnership for the future.
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
Bobby Pancake
Director
Larry Podlogar
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
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
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paper using eco-friendly inks.
Copyright© 2020
Printed in the U.S.A.
www.myfbsonline.org
ON THE COVER
Brian Jordan and Jason Hall of Potters Wings aren’t
letting the pandemic slow their momentum. Jordan
discusses the company’s use of drones in a story
about delivery innovations on page 14, and you
can read more from him as he flies into this issue’s
Franchisee Spotlight on page 12.
COLUMNS
2
From the Chairman
DEPARTMENTS
4
FBS Member News
12 Franchisee Spotlight
8
Event Calendar
30 One Topic: 10 Facts
8
Recognitions
31 Look, Listen, Read
FEATURES
10 2020 Community Day Recap
11 Spotlight on the 116th Congress: Sen. Rob Portman (R-OH)
14 Franchisees Answer Pandemic Challenges With Innovation in
Delivery and Takeout
by Sean Ireland, FBS associate director of communications
16 Companies Emphasize Safety First as Dining Rooms Reopen
by Sean Ireland
18 BWW System Has Opportunity to Move Minority Causes Forward
by Karim Webb, PCF Restaurant Management
20 BLM? #MeToo? What Is Next and Why You Should Not Fear It …
If You Implement the Right Policy
by Douglas Duerr, Elarbee Thompson
22 Preparing Restaurants for Winter Prevents Problems Later
by Lockton Affinity
24 Look Ahead and Remove Obstacles
by Dan Coughlin, The Coughlin Co.
26 How to Ensure Your Employees Are Show Ready
by Dennis Snow, Snow & Associates Inc.
28 Eliminating Energy Drains: Identifying Stressors in Your Life
by Laura Stack, The Productivity Pro®
29 What is Unclaimed Property? Did You Know It’s Your Job to Find it?
by Stacy Smith, Mize Restaurant Group
DIRECTORIES
9
Associate Member Listing
32 Advertisers Guide and Editorial Calendar
2020 Issue 3
2020 Issue 3 | THESCORE
From the Chairman
But we
often forget what
happened after
these infamous
moments.
Marshall would
go on to force
a fumble with
a sack, with
his teammate
scooping up
the ball and
scoring the winning Vikings touchdown.
De Vicenzo won more than 230 golf
tournaments, including the inaugural U.S.
Senior Open in 1980 at the age of 57. “Te
Holy Roller,” as Oakland’s fumble series
was dubbed, ended with the game-winning
touchdown and led the NFL to amend the
rules to prevent such plays in the future. As
for Stanford, well, that was two-time Super
Bowl champion quarterback and MVP
John Elway’s last game with the Cardinal.
As we head into the last quarter of
2020, the year has felt a lot like watching
a highlight reel of those moments that
leave you asking, “Did that just happen?”
While we will never forget the challenges
this year has presented the world and
our businesses, it is important that we
remember the leadership, perseverance and
innovation our teams demonstrated.
When our focus shifted to best
practices in delivery, carryout and new
on-premise standards in the spring,
B-Dubs® franchisees learned on the fy.
Some literally. Franchise organization
Potters Wings’ headline-grabbing partner-
ship with Deuce Drone took a creative
approach to adapting for contactless
delivery. Te possibility of using drones
is a solution that, going forward, puts
BWW® ahead of the industry in meeting
guests’ demands for timeliness, quality and
safety. And, let’s face it, it’s just cool.
As we navigate reopening dining
rooms, B-Dubs teams are improving
efciencies, streamlining processes, and
going above and beyond to keep staf and
guests alike safe and healthy, and across
the country, Bufalo Wild Wings® is step-
ping up support in the communities where
we live and work, whether it’s feeding
front-line workers on the East Coast or
frefghters in the West.
Despite having to delay the FBS
Summit to 2021, the association has been
hard at work for you behind the scenes
since March. Members had access to
elected ofcials and important informa-
tion on legislation and employment
law through our participation with the
Coalition of Franchisee Associations in the
months following coronavirus-induced
closures. Even more crucial, however, is
the work undertaken by FBS and Trinity
Capital on a systemwide fnancial analysis.
Our ability to understand the fscal health
of the BWW franchise system will be
paramount to the future of the brand and
our businesses.
While 2020 may feel like one crazy
play after another, when the dust settles
there will be achievements to look back
on. Our businesses will have adapted to
delivery and carryout at a pace we never
thought possible. Our teams will have
persevered, growing in their ability to be
creative and develop best practices that
help their fellow B-Dubs team members
as well as the guest. And our association
will have helped us understand the impact
COVID-19 had on our businesses and our
overall position as a brand.
Here’s to looking ahead, past the
surreality of 2020, and remembering the
wins, not the challenges.
Wray Hutchinson
n the annals of sports lore, there are those
moments that live in infamy – for all the wrong
reasons. Jim Marshall taking the ball 66 yards
– the wrong way – in the Vikings 1964 meeting
with San Francisco. Roberto De Vicenzo signing an incor-
rect scorecard to finish one shot behind Bob Goalby
at the 1968 Masters. How about the Oakland Raiders’
series of forward fumbles in the 1978 matchup with San
Diego? Sometimes it’s not even the players who make
history. Take, for instance, Stanford’s band storming the
field in the 1982 game against Cal. The blunder allowed
Cal the game-winning touchdown.
678.540.6203 I memberservices@elevanta.com I elevantahealth.com/fbs I www.elevanta.com
FIND SOME AGAIN.
Elevanta Health is an always stable, affordable and trusted partner for
your employee benefits program. We can give you back peace of mind knowing you
and your employees have the best health insurance coverage available.
2020 Issue 3 | THESCORE
MEMBER NEWS
he Bufalo Wild Wings® in Big
Rapids, Michigan, has developed a
special relationship with its hometown
school, Ferris State University (FSU) in
west central Michigan.
Te restaurant has a large partner-
ship with the university and has provided
fnancial support to the athletics depart-
ment over the years. In turn, the restau-
rant advertises during FSU basketball and
football games and uses other marketing
strategies at the university. Te sports bar
also provides food to the school’s athletics
coaches and streams the university’s
games throughout the football and
basketball seasons for fans to watch.
“Te best thing that has come from
this is the relationship it has brought us,”
said Jon Grayeb, director of marketing
at JK&T Wings. “Te coaches know our
general manager personally, and it causes
them to reach out to him if they need
anything. Tis has brought the college,
even though it is a half mile away, right
into our back yard.”
BWW® recently hosted a luncheon
after the FSU Men’s Basketball Alumni
and Friends Golf Outing in July as the
latest event in this unique partnership,
the sixth year it has participated. Te
golf tournament is a key factor in the
success the men’s basketball team has had,
including six straight 20-win seasons and
an NCAA Division II national champi-
onship in 2018.
Even with 100 people at the
luncheon, attendance was down this year
because of the coronavirus pandemic.
Golfers were ofered boneless wings, fries,
and chips and salsa. Te event was moved
outside to keep guests socially distanced,
and staf wore masks and gloves and
sanitized the area frequently to prevent
any spread of the coronavirus.
“Our relationship with FSU athletics
has brought a store in a small town to the
next level,” Grayeb said. “We have been
involved with them since we decided to
plant our roots in Big Rapids. We have
built our relationship on trust and them
knowing we are here to help. As a result,
it has grown our exposure within the
community. It is nice to stream an event
and see our logo on the feld, in the rink
or on the court. It shows that we support
them, and it’s also a moment of pride as
you are watching the game.” S
JK&T Wings Builds Partnership With Ferris State University
Participants in the Alumni and Friends
2020 Golf Outing show off their awards
at the luncheon.
he Bufalo Wild Wings® in Florence,
Alabama, operated by Wingin’ It LLC,
has continued to support its local athletes
despite the 2020 sports seasons being
impacted by the COVID-19 pandemic.
Te restaurant has been working
with its local Fox Sports radio station for
the past eight years to honor the “Players
of the Game” and “Players of the Year”
during the high school football and
basketball seasons.
At the end of the year, the restaurant
typically hosts an award ceremony for the
players, parents and coaches to celebrate.
Te restaurant team would present awards
to the “BWW Player of the Year” and
“BWW Coach of the Year.” Fox Sports
usually would set up a remote broadcast
during the ceremony and interview the
winning players and coaches on the air.
As the 2019-2020 basketball season
wrapped up in the spring, the restaurant
was unable to hold a traditional ceremony
like years past. However, the team
improvised and made sure the athletes
were still celebrated.
“We didn’t want
to take away anything
from these incredible
players and still wanted
to celebrate them,”
said Leslie Nabors,
marketing manager.
BWW instead hosted
the “BWW and Fox
Sports Player of the
Game Drive-Tru” on
July 23.
Te drive-thru
was set up in the front
of the restaurant with tents and balloons.
Te restaurant happens to be on a busy
road, and the decorations created a lot
of buzz as Florence residents passed by.
Players came by and picked up their
plaques, trophies and even some coupons
for a free meal at BWW.
Fox Sports Shoals radio hosts Jordan
Campbell and Chuck Hammer still
conducted interviews with the Players
of the Week and Year via Zoom. Tese
interviews were compiled together and
made available for the community.
Florence High School student Dee
Beckwith won the boy’s BWW and Fox
Sports Player of the Year and Muscle
Shoals High School student Sara Puckett
won for the girls. Both players plan on
continuing their basketball careers at the
University of Tennessee.
Wingin’ It LLC is happy to continue
to show its support for these athletes. As
the football season ramps up, the team is
hoping it can celebrate the players this fall
in person. S
Wingin’ It LLC Celebrates Local Athletes’
Achievements With Drive-Thru Awards Ceremony
The BWW in Florence, Alabama, celebrated local athletes with a
drive-thru awards ceremony.
THESCORE | 2020 Issue 3
MEMBER NEWS
he Two Joes Inc. team, owned by
franchisees Joe Frederick Sr. and Joe
Frederick Jr., wanted to show its guests
gratitude for their support during the
COVID-19 closures. Te Two Joes’
BWW® restaurants in Minnesota were
thankful to those who showed support
by ordering takeout and wanted to let
furloughed team members know they
were thinking about them.
Te team decided to create a social
media campaign using the hashtag
#TogetherToday. “Te idea spurred
from a video montage that Bufalo Wild
Wings® corporate put together with
team members from locations across the
country,” said Jen Epper, business and
marketing manager for Two Joes. “We
knew our own photo montage with our
team members would be well received by
the local fans who consider the Mankato
or Hutchinson locations ‘their’ B-Dubs®.”
Troughout the campaign, team
members from both BWW locations were
asked to make signs with encouraging
messages for medical professionals,
B-Dubs fans and their fellow team
members, and post them with the hashtag.
Collages and slideshows of the photos were
posted on the Two Joes social media pages,
providing optimism for both fans and
team members. “I feel like it gave them a
sense of hope that we would all be together
again very soon,” said Epper.
In addition to spreading happiness
through social media, the teams at each
BWW location also made tangible
contributions to their local health care
heroes. Tey brought party platters
of salads and wraps to the Mankato
Clinic and Hutchinson Health Systems.
Members of the medical stafs at these
facilities frequently place large takeout
orders, so the restaurants knew that this
was a good way to support them during
this challenging time. S
Two Joes Inc. Creates #TogetherToday
Initiative to Show Support for Community
Staff members from Two Joes
Inc. restaurants in Minnesota
made signs to show support for
their fellow team members and
to let their guests know they
missed them during their dining
room closures.
igh 5 Hospitality’s (H5H)
Bufalo Wild Wings® in
Newark, Delaware, was recently
awarded the “Best Wings” award
by the local newspaper, Te
Newark Post. Each year, Te
Post conducts a poll in print and
online and asks readers to vote
on multiple categories.
H5H is honored to have
won the 2020 “Best Wings”
award. Te company also took
the award in 2015, 2016 and
2019. “It is a huge honor to be
recognized by the community of
Newark,” said Lori Ewald, marketing
manager for H5H. “Te Newark team
works extremely hard to make sure the
dining experience for our guests is the
best it can be.”
Te restaurant has great relation-
ships with the students at the nearby
University of Delaware and
in Newark. When voting
opens each year, the team
encourages local guests to
vote for their favorite wings
at BWW®.
Ewald also noted that
the restaurant was recently
updated and refreshed,
which the team is proud
of. “They take great care in
making sure they provide
the best wings in Newark.
We appreciate that the
local community recog-
nizes us and allows us to be honored
for what we pride ourselves on – the
best wings.” S
Buffalo Wild Wings in Newark, Delaware, Wins Best Wings Award
High 5 Hospitality’s BWW in Newark was recognized for its wings by
the local newspaper for the fourth time.
2020 Issue 3 | THESCORE
MEMBER NEWS
hroughout 2020, business owners across the nation have
had to make tough decisions to adapt to the pandemic. In
Delaware, the Small Business Development Center (SBDC)
hosted a webinar with local business owners to provide guidance
on adapting successfully to COVID-19. High 5 Hospitality
(H5H), which operates eight BWW® locations and several other
restaurant concepts, was selected by the SBDC to be featured and
give advice to others in a similar situation.
CEO Bobby Pancake and Marketing Manager Lori Ewald
were both panelists on the Zoom webinar. After meeting to
discuss what items each would present, then meeting with the
organizers from SBDC and the Delaware Business Times, the duo
was ready for the July 16 event.
Pancake discussed how his team’s “wake-up call” in April
2019, when a Hepatitis A case struck one of the restaurants,
helped it prepare for the current pandemic and allowed it to react
and respond efectively. “When COVID-19 hit, we needed to go
to our playbook and look back to see where we had gone before,”
he said. “History tells you a lot of things.” Te team learned to
implement a “Be the Bufalo” strategy, inspired by how herds
of bufalo face a storm head on and walk directly through it,
allowing them to pass through quicker.
Pancake also advised choosing team members carefully
during this time. After having to furlough 71% of H5H team
members, he had to select employees who work hard, move
swiftly and stay fexible.
During her segment, Ewald placed emphasis on staying
connected to guests, whether through social media or other
avenues. Ewald noted that the H5H team communicated to
guests exactly what safety measures its restaurants were taking to
give guests peace of mind. She also discussed the company’s shift
from being involved in community-based marketing to strictly
digital, menu modifcation tactics and partner relationships.
Pancake and Ewald both recommend that other franchisees
get involved with their own community partners, such as the
SBDC, chambers of commerce, visitors bureaus or similar
organizations. Especially during tough times, support from these
groups is critical. “Tey have reached out to us with unique
opportunities; provided updates to our hours, menus and features
on their social media; and included us in email blasts to their
followers,” explained Ewald.
Te webinar had 80 registrants, and even more viewers
accessed it on demand after the event. “We defnitely felt honored
to be selected for this webinar,” said Ewald. “Tere are many busi-
nesses doing a lot of right things out there and to be recognized as
one of them feels great.” S
High 5 Hospitality Provides Guidance
to Local Restaurants During Webinar
High 5 Hospitality added some levity to social distancing in its restaurants with humorous signs.
Bobby Pancake discussed
his team’s “Be the
Buffalo” strategy on the
July 16 webinar.
THESCORE | 2020 Issue 3
MEMBER NEWS
hroughout the COVID-19 pandemic,
Four M Franchising, owned by
franchisee James Bitzonis, has remained
connected with its local communities.
Located in New York and Connecticut,
many Four M Bufalo Wild Wings®
restaurants donated meals to deserving
community members.
Team members have continued to
grow their relationships with staf at
local hospitals who have been working
to contain the pandemic and protect
their communities. Staf members at Yale
Hospital in North Haven, Connecticut,
are longtime loyal guests at the North
Haven BWW®. Te restaurant recently
added a special surprise of extra food
onto the staf’s order to show a token of
appreciation. Team Riverdale had the
pleasure of providing lunch to 20 local
doctors and nurses. Site Manager Rene
and her team were very appreciative of
the donation.
Four M teams have also been
delivering wings to their local fre and
police departments. College Point, New
York, BWW staf members visited local
frefghters, who are regular guests, at
Station 163 in Queens. Te frefghters
were thrilled to enjoy their favorite wings.
In Forest Hills, New York, BWW staf
had the pleasure of delivering 100 wings
and bufalo chips to Police Precinct 112.
Ofcers Strebel, Matamoros and the rest
of the crew were excited to receive the
food.
Employees from the restaurants in
Forest Hills and Stamford, Connecticut,
had similar conversations with local
police ofcers that came in for lunch.
Tey discovered that ofcers throughout
the entire force loved BWW and have
been loyal guests, coming in every
Tuesday. As a surprise, the team stopped
by the respective stations and donated
boneless wings and sodas to the ofcers
on duty. Tey also visited frefghters
and delivered some of their favorite wing
favors – honey BBQ and mild.
Likewise, teams in White Plains,
New York, and Danbury, Connecticut,
donated to their local fre departments.
“Te frefghters have been busy keeping
our city safe, and we showed our support
by donating boneless wings, chips and
salsa and some fries,” said a White Plains
team member. “Te gentlemen just came
of training, so they were hungry and
appreciative of our donation!”
Team Forest Hills provided a Labor
Day treat to Fire Station Engine 305,
delivering 100 wings, potato wedges
and a large order of the new Asian Zing
caulifower wings to the frefghters.
In addition to showing support for
frst responders and front-line workers,
some restaurants have also been donating
to local community organizations. Te
team at New Rochelle, New York, has
strengthened its partnership and bond
with the United Community Center of
Westchester. Te team has visited the
center several times and helped create
food packages to be distributed to fami-
lies in need. Te families were extremely
grateful for the support.
Team Hicksville organized a similar
event for families at its local Boys & Girls
Club. Te team set up two appetizers
of chips, salsa and queso and mozzarella
sticks. When the families came in, they
chose which sauce they would like in their
wing bundle. Te team was excited to put
smiles on faces in such tough times.
For Community Heroes
Appreciation Day, Team Hicksville
chose to thank volunteers of Habitat
for Humanity, which has a mission to
bring people together to build homes,
communities and hope. BWW delivered
40 meals to volunteers who were beaming
with smiles and gratitude. Te Hicksville
team also thanked the crew at Long
Island Select Healthcare, which works
with children and adults with develop-
mental disabilities and people who are
recovering from strokes or accidents, with
80 boxed meals.
Te Danbury BWW team has been
collecting donations for the Dorothy Day
Hospitality House for several weeks. Te
Dorothy Day House has been dedicated
to feeding and sheltering the homeless
since 1982. Te team donated several
in-demand items, including bananas and
bottled water. Te volunteers working
during the donation had nothing but
gratitude for the BWW team.
Four M is proud to have teams
that show constant support for their
communities. S
Four M Stays Connected With Community
Partners Despite Difficult Times
Four M teams have delivered meals to various community organizations throughout the COVID-19 pandemic.
2020 Issue 3 | THESCORE
We want to highlight your company’s achievements (employee promotions,
new hires, employee or restaurant anniversaries, and sales records). To submit
information for Recognitions, complete the online submission form at
www.myfbsonline.org/submissions, email communications@myfbsonline.org or
call 678-797-5161.
RECOGNITIONS
EVENT CALENDAR
FBS Summit
May 5-7, 2021
Las Vegas, Nevada
Congratulations to the following
High 5 Hospitality employees …
Patrick Zediker is celebrating his
fve-year anniversary as a manager at the
Bufalo Wild Wings® in Middletown,
Delaware.
Nichole Shrieves, server at the restau-
rant in Salisbury, Maryland, is celebrating
her fve-year anniversary with High 5
Hospitality.
Robert Ramey is a server at the Bufalo
Wild Wings in Middletown, Delaware.
He has been with the company for fve
years.
Corey Johns is celebrating his fve-year
anniversary as a host and cashier at the
Christiana, Delaware, restaurant.
Caitlin Conner has been a server at the
Belair, Maryland, restaurant for fve years.
Patrick Bonk is celebrating fve years
as a server at the Christiana, Delaware,
B-Dubs.
Congratulations to the following
Franklin’s Management employees …
Mark Szabo is celebrating his 16th
anniversary with Franklin’s Management.
After working as the general manager
at the Strongsville, Ohio, restaurant, he
helped open the Warrensville Heights
BWW in 2012. Currently, he alternates
between the three Franklin’s Management
locations.
Ken Henwood, the assistant manager
at the BWW in Strongsville, Ohio, is
celebrating his 12-year anniversary with
Franklin’s Management. He has worked as
an assistant manager at all three locations
over the years.
Lamont Harris has
joined the World Wide
Wings team as district
manager of Indiana
District 10. Harris has
been in the hospitality
industry for over 34 years, with his most
recent experience with QDOBA Mexican
Eats®. He also worked for O’Charley’s as
an operations director and Applebee’s as a
district manager.
Lynisha Sadler has
accepted the position of
assistant general manager
at the Montclair,
California, restaurant.
Sadler has been a
member of the World Wide Wings family
since 2015, when she started as a
department manager in Mira Loma,
California.
Rick Putnam recently
started as the general
manager of the BWW®
in Quincy, Illinois.
Putnam has been in the
food business for over
30 years and was the original general
manager that opened the Quincy
B-Dubs® many years ago! Most recently,
he worked as the general manager of
Applebee’s in Quincy.
Leah Collins is now the
district manager for
Indiana. She recently
celebrated her 13th
anniversary with the
brand and has worked in
several positions over the years, including
bartender, server, general manager and
more.
Andrew Pedersen is now working as
the general manager of the B-Dubs in
Burlington, Iowa. After serving in the
military, he established a career in the food
and beverage industry with brands like
Hilton Hotels, Red Robin and Delta by
Marriott.
Congratulations to the following World Wide Wings employees …
Sean O’Donnell has been
promoted to general
manager at the BWW in
Macomb, Illinois. He
began working as a team
member in 2011 and has
worked his way up at the Macomb
restaurant.
Jerod Eakle has been
promoted from depart-
ment manager to
assistant general manager
for the downtown
Indianapolis sports bar.
After working with brands like Pizza Hut
and Jimmy John’s, Eakle began his career
with BWW 2 1/2 years ago.
Jeff Chervany is the new
general manager of the
Union Gap, Washington,
restaurant. He has been
in the restaurant business
for over 20 years,
managing restaurants like Applebee’s, Red
Robin, Starbucks and McDonald’s.
Laila Syed has been
promoted to general
manager for the Lafayette,
Indiana, B-Dubs. She
started in the food
business working for her
family’s restaurant and has worked in
various types of restaurants, even opening
two bars of her own. She recently celebrated
her frst anniversary with the company.
Chris Moriarty was promoted to general
manager at the BWW in Champaign,
Illinois. Chris has been in the food
industry for over 14 years, previously
working for Pizza Hut and Red Lobster.
Briana Stager has been promoted from
assistant general manager to general
manager for the Cascade Station BWW
in Portland, Oregon. Stager also recently
celebrated her ffth anniversary with
World Wide Wings. Previously, she
worked for BURGER KING® in several
manager and training roles.