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 | 2021 ISSUE 1
Mark Jones
Mark Jones
discusses surviving the
diffcult business
environment in the
Franchisee Spotlight
PAGE 12
Mark Jones
Mark Jones
Franchisees developing
policies for coronavirus
vaccinations
PAGE 14
Franchisees developing
policies for coronavirus
vaccinations
PAGE 14
©2021 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
Sean Ireland
Editor-in-Chief
seani@myfbsonline.org
Rachel Jackson
Managing Editor
rachelj@myfbsonline.org
Savannah Daly
Associate Editor
savannahd@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
environment, this publication is printed
on certified, environmentally friendly recycled
paper using eco-friendly inks.
Copyright ©2021
Printed in the U.S.A.
www.myfbsonline.org
ON THE COVER
The Bee Gees “Stayin’ Alive” is the iconic song of the
1970s, but today it’s the reference point of Franchise
Business Services Vice Chairman Mark Jones when it
comes to the difficult business environment caused
by the coronavirus pandemic. Read more from Jones
about brighter days ahead in this issue’s Franchisee
Spotlight on page 12.
COLUMNS
2
Chairman’s Column
DEPARTMENTS
4
FBS Member News
10 Look, Listen, Read
6
Event Calendar
11 One Topic: 10 Facts
6
Recognitions
12 Franchisee Spotlight
FEATURES
8
Buffalo Wild Wings Foundation:
On a Mission to Support America’s Youth
9
Spotlight on the 117th Congress: Sen. Susan Collins (R-ME)
14 Calling the Shots: What You Should Consider Before Implementing
Vaccine Policies in Your Restaurants
by Savannah Daly, FBS communications coordinator
16 New Tech in BWW System Focuses on Improving Off-Premise
Experience
by Sean Ireland, FBS director of communications
18 In the Starting Gate of a New Race, Will You Rise to the Challenge?
by Bobby Pancake, High 5 Hospitality
20 Take Control of Your Internal Controls
by Stacy Smith, Mize Restaurant Group
22 What Workplace Changes Can We Expect in the
First Year of President Biden?
by Douglas H. Duerr, Elarbee Thompson
24 Why Do You Do What You Do?
by Dennis Snow, Snow & Associates Inc.
26 Measure Progress and Consider Adjustments
by Dan Coughlin, The Coughlin Co.
27 Making the Right Choices: Five Observations About Intuitive Vs.
Analytical Decision-Making
by Laura Stack, The Productivity Pro®
DIRECTORIES
7
Associate Member Listing
28 Advertisers Guide and Editorial Calendar
2021 Issue 1
2021 Issue 1
|
THESCORE
From the Chairman
In just a
few weeks since
taking ofce, the
Biden admin-
istration has
given us ample
evidence of the
new direction it’s
taking on labor
and workforce
issues, from
nominating
a former Boston union ofcial to be
secretary of the Department of Labor to
pushing for a federal minimum wage of
$15 per hour and elimination of the tip
wage. Our businesses are facing a deluge
of potentially detrimental legislation and
policy making. After all the difculties
we have faced in the last year due to the
coronavirus pandemic, these hurdles
will slow our recovery and make the
nation’s business environment even more
inhospitable.
We are very fortunate to have
James Bitzonis, Roz Mallet and Bobby
Pancake – all three Bufalo Wild Wings®
franchisees – on the Government
Relations Committee. Misty Chally, vice
president of government relations for FBS,
rounds out this roster of all-stars who will
be working to help our elected ofcials
understand the impact of the proposed
policies on our sports bars.
For those who may not know, let me
introduce you:
James Bitzonis operates Four M
Franchising LLC and has been with the
brand since 2004 as its metro area New
York franchisee. He holds a law degree
from Quinnipiac University.
Roz Mallet has been a BWW®
franchisee for more than 10 years with
PhaseNext Hospitality and has worked
tirelessly on government afairs throughout
her career. She is a former board member
and chair of the National Restaurant
Association, the largest food-service trade
association in the world, representing
more than 500,000 restaurant businesses.
Bobby Pancake of High 5 Hospitality
is another longtime BWW franchisee. His
award-winning company recently earned
Franchisee of the Year recognition from
Bufalo Wild Wings, and he has been a
longtime member of the board of directors
of the Delaware Restaurant Association,
including a term as chairman.
Misty Chally, based in Washington,
D.C., has worked in the political arena for
more than 25 years, and she has experience
managing congressional and presidential
political action committees, leading state
government afairs eforts and testifying on
behalf of small-business owners on issues
including taxes, labor and health care.
Te work this outstanding team
is engaged in will be critical to our
success in the months and years to come.
Additionally, our FBS team collaborates
with the government afairs team at
Inspire Brands to monitor legislation and
help lawmakers understand the issues
that make such a diference to our teams
and businesses. With narrow majorities
controlling both houses of Congress, just
a few votes can be the diference in the
passage or defeat of legislation, and their
work can help tip the scales.
Tat said, their eforts would be fruit-
less if they did not have teammates willing
to execute the blocking and tackling
around them. Tat’s where the rest of us
play a role. Our Government Relations
Committee keeps FBS members informed
about important issues with regular legisla-
tive updates sent via email.
When your help is needed, the team
sends Action Alerts asking you to contact
your members of Congress for support.
With just a few clicks of a mouse, you can
send a message to your representatives in
Washington, D.C., and help our team’s
specialists make game-winning plays for
all our businesses. When they call a play
during this important legislative season,
let’s make sure we’re all executing it
successfully.
Wray Hutchinson
t Franchise Business Services (FBS), we, like NFL
teams, have our own specialists who do important
work as part of our government relations efforts.
For the last four years, under the Trump admin-
istration and its business-friendly policies, we haven’t
needed their talents as much as we have in the past. But
now, with the new administration, their work will be more
important than ever.
2021 Issue 1
|
THESCORE
MEMBER NEWS
he COVID-19 pandemic has afected people across the
nation in many ways, but there are many small efects of the
pandemic that might not immediately come to mind.
Te school system in Minot, North Dakota, faced a problem
when children returned to school in its district. Due to their
high-touch nature, water fountains in schools were closed in
accordance with Centers for Disease Control and Prevention and
state guidelines, leaving water bottle-flling stations as the only
way for students to get water.
According to Minot Public Schools, kids do not always
have access to water bottles to bring to school, or they just
simply forget them. Tankfully, Wings of Minot franchisee Dani
Reichenberger saw this as an opportunity for her Bufalo Wild
Wings® restaurant to help. Te team donated hundreds of plastic
cups to the school system for students to use.
“Anything we can do to help them during this time would
be great for them and make their lives a little bit easier,” said
Reichenberger in an interview with a local news station. After
making the frst donation of cups to an elementary school,
Reichenberger made a Facebook post encouraging other business
owners to get involved as well.
“It just kind of took of,” she said. A local State Farm insur-
ance agent also stepped in and donated reusable bottles. Many of
the BWW® staf members have children in the school system who
felt extra special when their parents came to make the donations.
South Prairie School thanked the businesses on its Facebook
page with a post that read: “It’s so nice
to know that our students always have
something to drink water out of! Your
generosity is greatly appreciated!”
So far, Wings of Minot has
donated 1,200 cups to fve diferent schools for a total of 6,000.
Te company hopes to continue the program and branch out
to its other two locations in Williston and Dickinson, North
Dakota, as well. S
Wings of Minot Provides Water Cups
to Schools During the Pandemic
Staff members from the BWW in Minot,
North Dakota, made donations to local
schools.
nderson Management, operator of seven Bufalo Wild
Wings® restaurants across the state of Montana, spent its
holiday season giving back to heroes in its community.
David Moorhead, director of marketing and fnance for
the group, had some general managers approach him with the
idea of donating wings to nearby hospitals. “It was great to see
their enthusiasm about giving back to the community,” said
Moorhead, who made the calls and arranged several donations.
On Dec. 3, Moorhead visited Advanced Care Hospital in
Billings, Montana, and delivered wings to the staf there. Later
in the month, Marcus Miller, general manager at the Great Falls
B-Dubs®, took a special delivery to the nurses and staf at Benefs
Health. Lauren Lokken, general manager for the Missoula restau-
rant, took wings to Community Medical Center in Missoula.
Te team members were excited to spread holiday cheer to
these employees during the coronavirus pandemic. S
Anderson Management Donates
Wings to Local Health Care Workers
THESCORE |
2021 Issue 1
MEMBER NEWS
Regaining
guest confidence
together.
Learn more at www.ecolab.com/sciencecertified
Advancing cleaner,
safer practices
TM
Four M Franchising Server
Saves Guest From Choking
anuel “Manny” Romo has been a server
at the Bufalo Wild Wings® in Westbury,
New York, for seven years. His most memo-
rable day on the job may have been Dec. 28
when he saved a guest’s life. Te customer
was choking, and Romo came to the rescue
by performing the Heimlich maneuver.
Romo is considered loyal, honorable
and courageous by his teammates, and this
noble act proves those impressions correct.
“Manny’s knowledge base and expertise
have helped groom many team members,”
said Juan Feliciano, area director for Four
M Franchising, owner of the restaurant.
“However, in this action, someone who
was willing to put the safety of another frst
before their own is outstanding.”
Te Four M team recognized Romo in front of the restaurant
staf with a certifcate of accomplishment and $100 in American
Express gift cards to show appreciation for his life-saving efort.
“Manny has been instrumental to the growth and culture of
our restaurant here in Westbury,” said Feliciano. “His leadership
and consistency have helped Westbury to thrive. He has had
a positive impact on every team member that works here, and
everyone goes to him for advice.” S
Manuel Romo holds
up a certificate and
gift cards given
to him by Four M
Franchising to show
appreciation for
saving a choking
guest’s life.
rom Jan. 25-31, people in Cleveland, Ohio, enjoyed wing
specials from their favorite local restaurants as they celebrated
the frst-ever Cleveland Wing Week. Te idea, which was
described on the event website as “seven days of paying homage
to the wing,” was suggested by a local alternative magazine. All
of Franklin’s Management LLC’s BWW® locations participated
in the event along with many other restaurants.
Cleveland’s Scene Magazine began doing specialty food
weeks in 2018 to help local businesses highlight products
that customers love. Colleen Flowers, director of marketing at
Franklin’s Management LLC, has a friend who works for Scene
Magazine and presented her with the opportunity. Because of
the strong reputation that Bufalo Wild Wings® has in northeast
Ohio, the company’s team thought this was a great chance to
showcase its wings in the community.
Troughout the week, BWW ofered a special of six wings
for $5. Guests could enjoy the deal for traditional or boneless
wings with any sauce or dry rub. Due to the pandemic, B-Dubs®
made sure to include the deal on takeout orders as well.
“Tere are guests who remain hesitant about dining inside
restaurants, and we did not want to exclude anyone from taking
advantage of this special ofer,” explained Flowers.
Over 1,000 orders were placed at all the northeast Ohio
locations that participated, totaling over 6,500 wings. Flowers
noted that the sports bars saw great sales lifts on orders where
guests made a wing week purchase.
“In the competitive Cleveland wing environment, partaking
in events like this are essential,” said franchisee Jerry Franklin.
“Scene Magazine appeals to a demographic that may not be
familiar with who we are, making this an ideal opportunity for us
to reintroduce B-Dubs to a new generation of wing lovers.” S
Cleveland Restaurants Participate
in First-Ever Cleveland Wing Week
Cleveland locations offered a six-for-$5 wing deal to guests during
Cleveland Wing Week.
2021 Issue 1
|
THESCORE
Congratulations to the following
World Wide Wings employees …
Ryan Pfister has been
promoted to general
manager at the
BWW® in Speedway,
Indiana. Pfster
started in the
restaurant industry as a dishwasher and
worked his way up to a district manager
position for Tim Hortons. He also has
worked for TGI Fridays and Cheddar’s.
Barbara Grassley has
recently started as the
general manager of
the BWW in
Medford, Oregon.
Grassley has been a
member of the World Wide Wings team
since 2017 when she joined the Salem,
Oregon, location. Her passion for
training has been instrumental in
graduating multiple managers from the
MIT Training program.
Jay Hunziker is now
the general manager
at the B-Dubs® in
Indianapolis, Indiana.
After serving in the
U.S. Army, Hunziker
began his restaurant
career at Hooters and worked his way up
from dishwasher to area supervisor. He
has also worked for Hard Rock Café and
Tilted Kilt.
Ron Sligar has been
promoted to general
manager for the
Sterling, Illinois,
Bufalo Wild Wings®.
Sligar has a restaurant
career with an
extensive portfolio, working for brands
such as Sweet Tomatoes, TGI Fridays and
Cracker Barrel.
Congratulations to the following
High 5 Hospitality employees …
Raymond Anderson is celebrating his
10-year anniversary as a cook at the
BWW in Newark, Delaware.
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
Aug. 4-6
Las Vegas, Nevada
MEMBER NEWS
ast fall, the Bufalo Wild Wings® in Danbury, Connecticut,
celebrated a special member of its community. Chelsea Phaire
may be small, but her heart is mighty.
Phaire started a nonproft, Chelsea’s Charity, on her 10th
birthday, when, in lieu of presents, she requested art supplies to
donate to children in need. Her mission is simple but heartfelt:
to support children and help them know that art is a start to
healing, expression, communicating and much more. Since she
created her charity in 2019, over 7,400 art supply kits have been
delivered to children in need.
On an evening last October, the BWW® restaurant and team
in Danbury had the pleasure of hosting a dinner for Phaire and her
family. Te restaurant, owned by franchisee Four M Franchising,
was excited to show support for Phaire and her organization with a
donation of $500 of art supplies to be used to make more kits for
local community members in need. In the past, Phaire has donated
to children in foster care, shelters, schools, hospitals, mental health
facilities and more. Te team also provided her family with a gift
card and some B-Dubs® swag items.
“Chelsea is sweet, smart and charming and has the natural
ability to speak to the masses. Te caring nature and drive to
help those in need runs deep in this amazing family,” said Shona
Burguiere, area director for Four M Franchising.
When visiting for dinner, Phaire and her mother told stories
about the donations they’ve made and the responses they’ve
received. Chelsea loves receiving artwork from the children that
have received kits.
“We loved having the Phaire family come to our restaurant
so that we could celebrate Chelsea and let her know that we
appreciate and applaud the charity work she is doing,” said
Burguire. “I was truly blessed to spend time with this dynamic
family, and I walked away from the evening with a full heart and
a desire to continue to help people who need it.” S
Four M Franchising Donates Art Supplies to Chelsea’s Charity
Phaire donated art
supplies to an elementary
school in The Bronx, New
York, and visited with the
children.
Chelsea Phaire and her family were
welcomed to the Danbury BWW for a
meal to thank them for their work for
the community.
THESCORE |
2021 Issue 1
COMPANY
LEVEL
CONTACT
PHONE
Elevanta Health
Partner
Zack Johnson
zackj@elevanta.com
678-540-6214
Lockton Afnity
Partner
Reid Robson
elevanta@locktonafnity.com
844-403-4947
McLane Foodservice Inc.
Diamond
Charlie Gallagher
charlie.gallagher@mclanefs.com
317-331-1112
PepsiCo
Diamond
John Ledva
john.ledva@pepsico.com
732-618-8578
Campari America LLC
Sapphire
Danny Moch
danny.moch@campari.com
240-367-6137
Ecolab Inc.
Pearl
Kasey Beeler
kasey.beeler@ecolab.com
612-750-0759
Heineken USA
Pearl
Chuck Mathison
cmathison@heinekenusa.com
770-377-6959
SKECHERS
Pearl
Harold Surabian
haroldsu@skechers.com
310-318-3100 x1860
Te Wasserstrom Co.
Pearl
Matt Brown
mattbrown@wasserstrom.com
614-737-8314
Anheuser-Busch
Assoc. Mbr.
Mike Bouche
michael.bouche@anheuser-busch.com
617-750-1924
Bank of America
Assoc. Mbr.
Cristin O’Hara
cristin.m.ohara@bofa.com
617-434-1897
Boston Beer Co.
Assoc. Mbr.
Gary Fragle
gary.fragle@bostonbeer.com
770-402-9850
Brown-Forman Corp.
Assoc. Mbr.
Dennis Greenwood
dennis_greenwood@b-f.com
678-602-5996
C&T Design and Equipment Co.
Assoc. Mbr.
James Bales
jbales@c-tdesign.com
317-654-3721
Copesan
Assoc. Mbr.
Ray Mannello
rmannello@copesan.com
253-405-0860
DAR PRO Solutions
Assoc. Mbr.
Dave Van Dorselaer
dvandorselaer@darpro.com
832-221-1630
Disaronno International
Assoc. Mbr.
Matt Borgard
mborgard@disaronno.com
630-235-9816
DRAS Cases
Assoc. Mbr.
Josh Flattum
josh@drascases.com
507-402-4812
Federal Heath
Assoc. Mbr.
Randy Cearlock
rcearlock@federalheath.com
317-581-7790 x23
Founders Brewing Co.
Assoc. Mbr.
Jef Diem
diemj@foundersbrewing.com
317-506-9232
Henny Penny Corp.
Assoc. Mbr.
Matt Stone
mstone@hennypenny.com
815-382-7276
Lagunitas Brewing Co.
Assoc. Mbr.
Cathy Bass
cathy.bass@lagunitas.com
615-946-2045
LSA Security Inc.
Assoc. Mbr.
Robert Barrett
dispatch@lsasecurity.com
866-550-4388
Mahoney Environmental
Assoc. Mbr.
Sonny Nuccio
sonnyn@mahoneyes.com
815-791-1005
Molson Coors Beverage Co.
Assoc. Mbr.
Jean Delaney
jean.delaney@molsoncoors.com
314-420-2375
New Belgium Brewing
Assoc. Mbr.
Kari Gladney
kgladney@newbelgium.com
419-280-6015
One More Time Inc.
Assoc. Mbr.
Alex Alvarez
aalvarez@onemoretimeinc.com
323-839-8541
Pabst Brewing Co.
Assoc. Mbr.
Steve Zelinsky
szelinsky@pabst.com
314-882-4103
Paycor
Assoc. Mbr.
Marcia Landes
mlandes@paycor.com
614-396-5403
Plymold
Assoc. Mbr.
Judy Ryan
jryan@plymold.com
507-676-1875
Rack Draft Services
Assoc. Mbr.
Jimmy Rack
beertech@fuse.net
513-535-5520
Red Bull
Assoc. Mbr.
Vanessa Le Duc
vanessa.leduc@redbull.com
858-361-3712
Seating Concepts
Assoc. Mbr.
Ken Hibben
khibben@seating-concepts.com
815-483-2253
TouchTunes Music Corp.
Assoc. Mbr.
Marc Felsen
mfelsen@touchtunes.com
212-991-6540
TraitSet HIRE
Assoc. Mbr.
Dan Longton
dan@hrgems.com
239-877-0110
Tredsafe/Walmart/ES Originals
Assoc. Mbr.
Ted Travis
ttravis@esoriginals.com
949-510-0950
Valley Proteins
Assoc. Mbr.
Ron Rogers
rrogers@valleyproteins.com
540-877-3220
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2021 Issue 1
|
THESCORE
he Bufalo Wild Wings
Foundation believes there is
a champion in every child and
is committed to building strong
communities where all kids can
thrive. As part of this mission,
the foundation has focused on
providing access to youth sports
since 2013. In partnership with
Boys & Girls Clubs of America,
the foundation has raised and
donated more than $22 million to
provide equipment, uniforms, facilities, coaching and more to
1 million-plus kids across the country.
In 2020, hundreds of Bufalo Wild Wings sports bars in
the United States rose to support kids through the Team Up
for Kids fundraiser, which brought in more than $1.2 million.
Tese funds supported programs like the Boys & Girls Clubs’
ALL STARS, which provides kids the opportunity to be part
of a team. And, for the thousands of kids who were at home
because of coronavirus precautions, these funds supported virtual
programming eforts, including distribution of more than 55,000
pieces of sports equipment.
Because of the continued support of guests, the Bufalo
Wild Wings Foundation will continue working with Boys
& Girls Clubs and other locally based organizations to build
stronger, more vibrant communities in 2021 and beyond.
To learn more about the Bufalo Wild Wings
Foundation and to donate to support our mission, visit
foundation.bufalowildwings.com. S
Buffalo Wild Wings Foundation:
On a Mission to Support America’s Youth