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 2
WE’RE
OPEN
WE’RE
OPEN
Though the nation continues its emergence
from the economic crisis caused by the
coronavirus pandemic, business owners
and managers – particularly those in
the restaurant industry – are finding that
recovery is bringing with it a whole new set
of challenges in 2021
McLane Foodservice ofers its sincere gratitude to the
BUFFALO WILD WINGS franchisees for their years
of partnership and success in growing together.
© 2021 McLane Company, Inc. All rights reserved.
PROUD TO BE YOUR
WINGMAN SINCE 2012
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
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
As the nation and economy recover from the pandemic,
there’s a whole new set of challenges for Buffalo Wild
Wings franchisees to navigate with labor and third-
party food delivery.
COLUMNS
2
From the Chairman
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: Boys & Girls Clubs of America
Rise to the Challenge
9
Spotlight on the 117th Congress: Rep. Troy Nehls (R-TX-22)
14 The Road Ahead: Franchisees Navigate Bumpy Path on
Post-Pandemic Journey
by Sean Ireland, FBS director of communications
18 Restaurants Doing Their Best to Make Delivery Work
by Sean Ireland
21 Pandemic Challenges Affecting Health Insurance for Franchisees
by Christy Williams, FBS executive director
22 First BWW Franchisee Blazed Trail for Others
by Sean Ireland
24 Employee Off-Duty Conduct: Are There No Consequences?
by Douglas H. Duerr, Elarbee Thompson Sapp and Wilson LLP
26 Comparing LLCs to S-Corporations
by Stacy Smith, Mize CPAs Inc.
28 Feed Your Mind
by Dan Coughlin, The Coughlin Co.
29 Four Customer Service Lessons From Just One Store Visit
by Dennis Snow, Snow & Associates Inc.
30 Three Steps to Greatness: Using Your Habits to Influence Your Goals
by Laura Stack, The Productivity Pro®
DIRECTORIES
7
Associate Member Listing
32 Advertisers Guide and Editorial Calendar
2021 Issue 2
2021 Issue 2
|
THESCORE
From the Chairman
As more
people are
vaccinated and
COVID-19
infection rates
continue to
fall, it’s good to
see sales on the
rise and people
happy to be back
watching sports
and enjoying our food and atmosphere
once more. Tough there is more work to
be done, the trends continue to improve.
A year ago, we were facing the depths
of the pandemic crisis. Most of our dining
rooms were closed, and we were scram-
bling to adjust operations to focus on
our takeout and delivery sales platforms.
Keeping team members working and our
locations open was a daily challenge that
required ingenuity, dedication and a lot of
hard work, and it came with much anxiety
and sacrifce.
Of course, one of the losses we
sufered in 2020 was the postponement of
the annual FBS Summit, which had been
planned for early May. Our yearly meeting
is something we all anticipate with a lot
of excitement. It ofers great information
and best practices to take back to our
businesses as well as time to meet with our
vendor partners and each other in a relaxed
atmosphere away from the day-to-day
pressures we all face.
Te return of the Summit is another
reason it’s so good to have the last year in
our rearview mirror and be looking ahead.
Te Summit is planned for Aug. 4-6 at the
Bellagio in Las Vegas, Nevada.
Te keynote speaker is a perfect
choice after our recent experiences. Scott
Burrows is a former college football
player and kickboxer who was forced to
remake his life and his identity after he
was paralyzed from the chest down in a
car accident. His book and presentation,
“Vision Mindset Grit!” promise to give
us a needed motivational perspective on
taking on the challenges of life.
We’ll also have a brand update from
Lyle Tick, president of Bufalo Wild
Wings, as well as informational presenta-
tions on minimum wage best practices,
pay equity, brand valuation and lenders,
and unionization. We’ll fnish with a town
hall meeting featuring the FBS board of
directors.
Of course, there will also be trade
show time with the wonderful vendor
partners who have supported our orga-
nization during this time and, of course,
the traditional Casino Night and Texas
Hold ’Em tournaments so we can let our
hair down, relax and enjoy each other’s
company.
While it’s good to be anticipating
the Summit and happier times to come,
we also know that pandemic recovery has
been presenting us with a whole new set
of challenges. We are all being afected by
a labor shortage that is quickly becoming
our biggest hurdle to complete economic
recovery. While customers are coming
back to our restaurants, if we don’t have
the teams to serve them, we risk being
unable to fully return to normal as the
year moves ahead.
Tis issue of Te SCORE examines
the challenges we’re facing now as we
move into the post-pandemic world.
From the labor question and its efect on
restaurant recovery to embracing delivery
services in ways that work for our busi-
nesses and customers, there’s still plenty
ahead we have to navigate.
We’ll move forward as we always have
– together. It’s good to begin this transi-
tion to a new journey together, starting
with the Summit. Be sure to make your
plans to join us. You can register here:
www.cvent.com/d/9hqd4s/4W
Wray Hutchinson
hat a difference a year makes!
It is a wonderful feeling to be
writing to you as our nation
continues to emerge from the global
coronavirus pandemic. Our economy
is reopening to a more normal state as
many of the dining rooms in our Buffalo
Wild Wings® sports bars do the same.
2021 Issue 2
|
THESCORE
MEMBER NEWS
ob and Laura Dugan have been regular guests at Bufalo
Wild Wings® in Indianapolis, Indiana, for the past few years.
Te couple loves to relax, watch sports and eat wings several
times a week.
Over two years, the couple collected more than 200,000
Blazin’ Rewards points, which can be used on food and merchan-
dise, and came up with the idea to donate the points during 2020.
“It was right when the pandemic hit, and the shutdown
started and doors closed, and we said, ‘We’ve got to do some-
thing,’” Bob said. “‘We’ve got to make people happy and do
something good for the community.’”
So, the Dugans did just that – they worked with franchisee
World Wide Wings and a local homeless shelter, Wheeler
Mission, to get meals to those who needed them the most. As
soon as it was safe for the shelter to distribute group meals again,
the lunch plans were set.
Wheeler Mission is a nondenominational, Christian, social
services organization that provides critically needed goods and
services to the homeless in Indiana. Te Dugans used their
collection of rewards points to buy lunches for residents, who
roared with applause when they heard the menu for that day.
“To be honest with you, I was kind of shocked,” one resident
told a local news reporter. “Being that we’re in a homeless shelter,
people look down on us because we’re homeless. As long as we get
people from outside showing that they care about us, it tells us
something diferent.”
Te couple was happy to make the donation and encour-
ages others to follow suit. “We encourage people to give back
whenever,” said Laura Dugan. “Even if it’s just purchasing a gift
card or buying the person behind you lunch.” S
Frequent Guests at Indianapolis Buffalo Wild Wings
Turn Reward Points Into Meals for the Homeless
Bob and Laura Dugan donated food purchased with over 200,000 Blazin’ Rewards points to a local homeless shelter, Wheeler Mission, in
Indianapolis.
aHaise Management LLC, owned by Todd and Susan
LaHaise, operates 12 BWW® restaurants across South
Dakota, North Dakota and Minnesota. When the duo opened
their frst restaurant back in 2000, they knew being involved in
community initiatives would be a priority.
Over the years, LaHaise Management has shown support
in various ways to its communities across the Midwest, but the
company’s most recent eforts beneftted frst responders and
high school graduates.
Te group ran a frst responder gift card program during
May 2020, when for every $25 gift card purchased, Bufalo
Wild Wings® gave guests an extra $5 gift card. In addition, the
restaurant also donated an additional $5 toward buying meals
for local frst responders.
In total, the company has donated $40,000 in meals across
its 12 sports bars as a thank you to frst responders for their
eforts. Te LaHaises also donated over $100,000 in BWW gift
cards to graduating high school seniors whose ceremonies were
cancelled or postponed in 2020.
“Tis franchise was built on a community-involved founda-
tion. Todd and Susan have continually given back to every
community for over 20 years,” Director of Operations Jeremy
Lembke told Inspire Stories. “Trough good times and bad,
we will always be dedicated and support those that ultimately
support us.” S
LaHaise Management LLC Gives Back to Local
First Responders With Gift Card Donation
Franchisee Todd LaHaise operates 12 sports bars across the Midwest
with his wife, Susan.
THESCORE |
2021 Issue 2
MEMBER NEWS
A DOS O
GOOD
A DOS O
GOOD
Your purchase of Dos Equis can help support the
Restaurant Workers’ Community Foundation relief fund
ONE BEER = $1 DONATED WHEN YOU UPLOAD YOUR RECEIPT TO DOSEQUIS.COM/ADOSOFGOOD
TO HELP SUPPORT RESTAURANT WORKERS AFFECTED BY COVID-19
A DOS O GOOD
’
Scan QR code or visit dosequis.com/adosofgood to learn more about
our program and the Restaurant Workers’ Community Foundation
our M Franchising LLC recently made donations to Boys &
Girls Clubs of America chapters in two communities where
the company operates Bufalo Wild Wings® sports bars.
Te company was able to make the donations after its
victory in the Team Up for Kids tournament last fall. Te
tournament is the annual fundraising event for the Bufalo Wild
Wings Foundation, and Four M Franchising was one of three
bracket winners.
“All corporate and most franchise stores participate in the
annual October fundraiser,” Four M Franchising President
James Bitzonis said. “Tis year, to make things interesting, the
brand pitted franchise groups against each other in a weekly,
tournament-style, knockout competition. To beat our opponent
and advance, we would have to achieve higher donations, as
a percentage of sales, than our opponent. Te fnal week, we
achieved over 1.45% of sales to win.”
Team Up for Kids is a brand initiative that began in 2013.
Collectively, BWW locations have raised over $20 million since.
As a system, $1,235,000 was raised in support of youth sports in
2020, exceeding the $1 million goal. Over 230,000 individual
donations were made.
Bitzonis said winning the tournament was important to the
Four M Franchising team. “I must confess that we wanted to
win and incentivized our team to do so by ofering a pizza party
to our store with the highest percentage of donations and a $50
gift card to the top fundraiser per store, as well as a $25 gift card
to the second-highest fundraiser per store,” he said.
For its win, the company received $7,000 to award to local
Boys & Girls Clubs. Te team chose to donate $3,500 each to
the Boys & Girls Clubs of Milford and Stamford, Connecticut.
Bitzonis noted the facilities at the Stamford club, which serves
more than 600 children per day and has two gyms, a weight
room, a theater, a technology lab, a math and science lab, a
library, a rec room, outdoor felds and a kitchen for training for
Servsafe certifcation tests. “It was a treat to tour the facility and
learn all about the club,” Bitzonis said.
“Te clubs we chose were well deserving and based on
longtime relationships between them and us at the local level,”
Bitzonis said. “Tey were extremely grateful and appreciative and
seeing the work they do made us very proud to help in any way
we can. We are looking to repeat next year!” S
Four M Franchising Turns Win into
Donation for Boys & Girls Clubs
James Bitzonis of Four M Franchising presented officials and members of the Boys
& Girls Club of Milford, Connecticut, with a donation of $3,500. Accepting for the
Milford club were Charlie Kittleman and Megan Altomare.
Four M Franchising and Bitzonis also donated $3,500
to the Stamford club and Andrea Figueroa, Steve
Basquiat and Rowena Track.
2021 Issue 2
|
THESCORE
ocial-distancing guidelines did not
stop High 5 Hospitality (H5H) from
rewarding its employees’ hard work after
a challenging year. Normally the H5H
team hosts in-person celebrations for its
restaurant staf, but the process was a bit
diferent this year.
“Each year at our High 5 Hospitality
Awards Party, we take a moment’s pause
to celebrate our teams, our guests and
our vendors and the success of the
previous year,” the company posted on its
LinkedIn page. “Usually, we host a party
and invite folks. Tis year, for the safety
of all involved, we held it virtually.”
Te company gives out many awards
and recognitions to high performers,
including its “Most Valuable Team
Member” awards for each of its eight
BWW® restaurants on the East Coast.
H5H even awards its regular patrons with
a “Most Valuable Guest” award, which
thanks guests for their consistent visits.
Te B-Dubs® in Bear, Delaware, took
home the Restaurant of the Year Award along
with several other individual team member
awards. Following the virtual ceremony, the
various winners were given plaques for their
achievements and had photos taken over the
course of several weeks.
High 5 Hospitality is grateful for its
hardworking team members and knows
it is important to reward them for their
tenacity, especially after 2020. S
Congratulations to the following
High 5 Hospitality employees …
Lori Ewald was recently
promoted to director of
human resources for the
company. She has been
with High 5 Hospitality
(H5H) since 2017 and
has held various
positions, including marketing manager
and brand awareness manager.
“Lori is an incredible human being
and a huge asset to H5H. Her consistent
demeanor and her vision for our culture
will change the way our organization
looks from the inside out,” said franchisee
Bobby Pancake. “We are thrilled to
see what the future holds. She is doing
exactly what she encourages others
around her and her adult children to do:
Live their best lives.”
Lexy Darden, bartender at the B-Dubs®
in Dover, Delaware, is the frst High 5
Hospitality team member to achieve
fve-STAR performance status, consis-
tently demonstrating each one of the
company’s core values.
“It has been a pleasure to see Lexy
grow into the star she is today,” said her
general manager, Jimmy Gallagher. “She
has a way of brightening up the bar with
her smile. Her dedication to our team
and our guests is truly amazing.”
Ryan Carl, assistant manager, celebrated
his 10-year anniversary at the Bufalo
Wild Wings® in Christiana, Delaware.
Mandy Lloyd
celebrated 10 years
of service as a
bartender and
server with High 5
Hospitality. S
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.
MEMBER NEWS
RECOGNITIONS
EVENT CALENDAR
FBS Summit
Aug. 4-6
Las Vegas, Nevada
High 5 Hospitality Celebrates Accomplishments
With Virtual Awards Ceremony
High 5 Hospitality gave out many awards to its restaurant teams for their hard work last year.
THESCORE |
2021 Issue 2
COMPANY
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CONTACT
PHONE
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McLane Foodservice Inc.
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Disaronno International
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DRAS Cases
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877-396-4112
Keurig Dr Pepper
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678-333-2031
Lagunitas Brewing Co.
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LG Electronics
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LSA Security Inc.
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New Belgium Brewing
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419-280-6015
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2021 Issue 2
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THESCORE
he BWW Foundation interviewed Jim
Clark, president and CEO of Boys & Girls
Clubs of America, to learn how clubs are
adapting to easing COVID-19 restrictions
and how this impacts youth sports this fall.
Q: 2020 was a year like none other.
What were some of the challenges for
Boys & Girls Clubs?
A: Te past 15 months have uncovered
deep gaps in equitable and equal opportuni-
ties that exist for kids and teens. Lack of
access to technology, positive mentors and
guidance, food accessibility and other critical
factors are impacting kids in ways that could cause long-term
setbacks and trauma for millions of young people. We’ve also
witnessed terrible tragedies related to racial inequities that leave
an indelible mark on our youth.
But we know that positive mentorships and environments
can build resiliency in young people, giving them the ability
to better handle stress and rebound from challenges. Clubs are
also community catalysts, where kids and teens of all races and
backgrounds are encouraged to have difcult conversations and
use their voices to create positive change.
Q: How did the organization step up to meet these
challenges?
A: More than 4,000 Boys & Girls Clubs have ofered additional
services to local communities, including serving meals to
families, providing child care to essential workers and launching
virtual programming, and we’ve even had some clubs partner
with local hospital systems to become temporary vaccination
sites. As we begin to recover, many clubs will continue new
programmatic elements like the virtual club experience and
inclusive and culturally relevant programs and resources that help
nurture and elevate youth voices, and so much more.
Q: With restrictions easing and COVID-19 numbers
going down, what changes can we expect to see at Boys
& Girls Clubs around the country?
A: As clubs and communities begin to return to a more traditional
way of operating, our kids’ safety remains our top priority. Boys &
Girls Clubs will continue to follow the guidance of the Centers for
Disease Control and Prevention (CDC) and local health depart-
ments. But as clubs can do more, we are excited to continue to
infuse our impact programming with fun, positive experiences and
infuential opportunities. Kids need the space and the opportunity
to be kids and to learn the essential skills that are necessary for
them to succeed. ALL STARS is a great example of programming
that is fun but also provides intentional skill-building.
Q: How are Boys & Girls Clubs sports programs
adapting while keeping kids safe?
A: ALL STARS is encouraging league play and sports to start the
season outside, continuing to follow the guidance of the CDC
and local health departments. For sports and games that need to
be played inside, we are encouraging small-group games, clinics
and skill-development sessions that allow for social distancing
and other safety measures.
Q: How does being active and playing sports benefit
youth development?
A: Sports is about much more than winning or losing. Organized
sports teach kids essential skills many employers say they’re not
fnding in entry-level job applicants: skills like communica-
tion, empathy, perseverance, problem-solving, discipline and
teamwork.
Tanks to Bufalo Wild Wings® and the ALL STARS
program, Boys & Girls Clubs ofer league sports for kids ages
6 to 18 in fag football, basketball, volleyball and soccer. ALL
STARS aims to increase opportunities for physical activity,
social interaction and recognition through high-quality sports
programming that teaches athletic fundamentals, team-building
and leadership. S
Boys & Girls Clubs of America
Rise to the Challenge