Consistency and Quality are Key
Consistency and Quality are Key
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 | 2024 ISSUE 4
Consistency and Quality are Key
Consistency and Quality are Key
Read about how these two simple concepts can
help Buffalo Wild Wings franchisees unlock
longevity and success in their communities.
PAGE 12
Restaurant Trust and Dependability:
The Role of Franchisees
PAGE 30
TABLE OF CONTENTS
FBS Board of Directors
Roz Mallet
Chair
Jenny Beaudoin
Vice Chair
Bobby Pancake
Secretary/Treasurer
Wray Hutchinson
Chairman Emeritus
Brian Carmody
Director
Steve Grube
Director
Mark Jones
Director
Jack Litman
Director
Chris Olexa
Director
Ed Lynn
Director
Larry Podlogar
Director
Christy Williams
Executive Director
FBS Editorial Board
Rachel Jackson
Editor-in-Chief
rachelj@myfbsonline.org
Tyler Ryan
Communications Editor
tylerr@myfbsonline.org
Advertising Sales
FBS Advertising Team
advertising@myfbsonline.org
678-797-5160
Design and Layout
Kristen Thomas
KT Graphic Design
www.kt-graphicdesign.com
Headquarters
1701 Barrett Lakes Blvd. NW
Suite 180
Kennesaw, GA 30144
Phone: 678-797-5161
Fax: 678-797-5171
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Copyright© 2024
Printed in the U.S.A.
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ON THE COVER
Learn how to build these relationships through consis-
tency and quality on page 12, as well as by maintaining
customer-franchisee trust and dependability on page 30.
COLUMNS
2
Chair’s Column
DEPARTMENTS
4
FBS Member News
5
Recognitions
5
Event Calendar
6
History Behind the Industry
7
One Topic: 10 Facts
10
Look, Listen, Read
16 Congressional Spotlight: Lisa McClain (R-MI-09)
FEATURES
12 Consistency and Quality Are Key
by Tyler Ryan, FBS communications editor
17 Maximizing Franchise Success: The Key To Reducing Labor Costs
and Liability
contributed by INFINITI HR
18 The Buffalo Wild Wings FoundationSM - Mini Pitch Highlight
contributed by the Buffalo Wild Wings FoundationSM
20 Don’t Overlook Workplace Safety
by Douglas H. Duerr, Elarbee, Thompson, Sapp & Wilson LLP
22 The Three Unbreakable Laws of Customer Loyalty for Franchises
by Jay Baer
24 The Essential Walks Series: Connect Your Essence, Your Life and
Your Work
by Dan Coughlin, The Coughlin Co.
28 What Does “Organized” Mean?
by David Allen, Getting Things Done
30 Restaurant Trust and Dependability: The Role of Franchisees
by Tyler Ryan, FBS communications editor
32 General Liability vs. Umbrella Liability Insurance
contributed by Lockton Cos.
34 A Kitchen Equipment Partner You Can Count On
contributed by Stafford-Smith Inc.
DIRECTORIES
8
Associate Member Listing
36 Advertisers Guide and Editorial Calendar
2024 Issue 4
2024 Issue 4
|
THESCORE
Letter From the Chair
lthough it is sometimes difcult
to accept the realities beyond
our control (infation and other
economic impacts, political impacts
and strategic decisions outside of our
purview), we must take a step back peri-
odically and focus on what we impact.
At the end of every year, it is imperative
that we take a look back and consider the
ways in which we have not only worked
to secure our own economic well-being
as business owners but also how we have
created experiences for our customers
and communities that encourage them to
stay in touch with our sports bars.
As we refect on 2024, we should all
strive to take stock of everything we did
right and everything we can do better
to keep improving our businesses. Loyal
clientele, who will ultimately remain
loyal to establishments that consider their
needs and prioritize their experiences,
are surely one of the cornerstones of our
businesses’ success. Looking forward to
2025, let us consider how we as business
owners and an organization of franchisees
can fnd newer and better ways to thrive
within the Bufalo Wild Wings brand.
Tis edition of Te SCORE considers
the importance of basing one’s business
operations upon a few fundamental
values: exemplary service, mutual trust
with our teams and guests, dependability
and more. We hope that all members of
Franchise Business Services (FBS) can use
this issue to inform how they choose to
approach the next year.
I also encourage members to save
the date for the 2025 FBS Annual
Summit, taking place May 20-23, in
Bonita Springs, Florida! Tis Summit
will provide members and our valued
vendor partners yet another week full of
opportunities for sharing ideas, mingling
with fellow franchisees and fostering
strong business relationships. You
won’t want to miss out on the beautiful
landscape, either; there will be ample
opportunity to enjoy the beach and fnd
moments for fun and relaxation. FBS
strives to provide experiences like the
Summit that remind members just how
benefcial it is to have our community of
franchisees, vendors and industry experts
supporting one another and sharing
best practices. As an organization, we
should all look forward to spending the
next year taking full advantage of what
we have created: a haven for business
owners looking to grow, improve and
establish bonds within the industry. Te
FBS Board of Directors is committed
to improving our impact on all of our
futures, starting with completing a
strategic planning process ... the results
of which we will present at the Summit.
Also, please join me in welcoming
our newest FBS Board Member: Jack
Litman from Munson Restaurants
LLC. Finally, the board has elected
Jenny Beaudoin as vice chair and Bobby
Pancake as secretary/treasurer. I am
grateful for their willingness to serve our
franchise community. For now, I wish
you all a stellar introduction to 2025!
Sincerely,
Roz Mallet
Roz Mallet
FBS Chair
As we move into 2025, it is my
hope that 2024 was filled with
success for all of you and your
Buffalo Wild Wings® businesses.
2024 Issue 4
|
THESCORE
MEMBER NEWS
MPAL Group, founded by CEO
Bipin Patel, proudly joined the
community in celebrating Picatinny
Arsenal workers at their annual commu-
nity picnic, July 11, at location No. 1377
in Rockaway Picatinny, New Jersey. Tis
marked BWW®’s fourth year participating
in the event, reinforcing its appreciation
for the contributions and service these
members have done for our country.
At the picnic, BWW Rockaway
Picatinny set up a tent and table where
they ofered discounted wings and water
to event attendees. Additionally, BWW
seized the occasion to engage with
Arsenal workers by providing them with
special coupons through a spin-to-win
coupon wheel. Each participant had the
chance to win discounts such as $5 of
$25 or six free wings, which added to the
excitement of BWW and the Rockaway
Picatinny event.
Tey also hosted their thrilling
Blazin’ Challenge, where contestants
faced of against BWW’s spiciest wings.
In just 1.5 minutes, a champion emerged,
winning a $100 BWW gift card and a
mini portable grill, perfect for summer
festivities. Other contestants received
themed T-shirts and six free wings.
Te Blazin’ Challenge has become a
beloved tradition at the event, fostering
camaraderie and excitement among
participants and spectators alike. BWW
Rockaway Picatinny cherishes the
opportunity to engage with the Picatinny
Arsenal community in such a fun and
interactive way. It’s events like these that
remind everyone of the importance of
community. BWW Rockaway Picatinny
looks forward to continuing its tradi-
tion of supporting and celebrating the
Picatinny Arsenal community in the
years ahead. S
AMPAL Group Honors Arsenal Workers at Buffalo Wild
Wings® Rockaway Picatinny Community Picnic
n collaboration with the Eatontown
Baseball League, franchisee Bipon
Patel’s company, AMPAL Group, hosted
an exhilarating Blazin’ Challenge at
Bufalo Wild Wings® location No. 1358
at Monmouth Mall in Eatonton, New
Jersey, for league coaches, showcasing
a spirited competition and fostering
community engagement. Te event, held
to spice up the league’s annual Eat Wings
Raise Funds (EWRF) in June, saw six
coaches daringly compete to devour 10
of BWW®’s spiciest traditional wings in
under fve minutes.
Amid cheers from guests and
supporters, each coach tackled the
blazing wings with determination,
creating an electric atmosphere as
spectators rooted for their favorites.
Te winning coach, represented by the
Wingers Team sponsored by BWW
Monmouth, triumphed within just two
minutes, earning 1,000 BWW points
and the pride of having their team’s
photo displayed on the venue’s big
screens for the remainder of the day.
Following the challenge, participants
and attendees enjoyed dinner at BWW
Monmouth, where 20 percent of the
proceeds contributed to the league’s
fundraising eforts. Te event strength-
ened its youth sports and created lasting
memories for families in attendance.
BWW Monmouth looks forward
to working with this league more in the
future and hopes to create more memo-
rable events together. S
Buffalo Wild Wings® Monmouth Hosts Blazin’
Challenge for Eatontown Baseball League Coaches
unson Restaurants LLC, an
Inspire Brands multi-unit
franchise operator with President Jack
Litman at its helm, is growing as the
fast-casual industry prepares for 2025!
On July 1, 2024, Munson added 11
Bufalo Wild Wings® sports bars in
New York and Connecticut, previ-
ously owned by longtime franchisee
RSQ. Additionally, Munson opened
a new Bufalo Wild Wings location
in Shelton, Connecticut, on Dec. 21,
which brings their total of BWW®
locations to 19. Munson is focusing
on remodeling current locations,
such as those in North Haven,
Connecticut, and Staten Island, New
York. More remodels are scheduled
while Munson continues to expand its
sports bar footprint throughout the
Northeast! S
Munson Restaurants LLC Closes Out
2024 with Openings and Remodels
Munson prepares for further expansion
and success in 2025 and beyond.
Picatinny Arsenal workers and community
members enjoy the festivities and lively
competition at BWW Rockaway Picatinny.
Six baseball league coaches take on
the Blazin’ challenge, surrounded by
supportive community members.
THESCORE |
2024 Issue 4
hen When Franchisee Joe
Frederick Sr. frst learned about
Bufalo Wild Wings®, it was because the
brand was listed in a trade publication as
being one of the top ten up-and-coming
restaurant chains at the time. Frederick
had already been in the restaurant business
for nearly 24 years, and after doing some
research and looking for partners, Frederick
signed his frst franchise agreement and
began a journey with the BWW brand
during which he would own and operate
three diferent locations. “Tere have been
a lot of changes in the chain, from the
franchisee standpoint,” said Frederick,
referring to the evolving balance between
bar service and the seated dining experience
in his locations over the past three decades.
His son, Joe Frederick Jr., sustained
ownership of the business as Frederick
prepared for
ofcial retirement
after several
decades in the
business. Having
had his frst
working experi-
ence with BWW
at the age of 14,
his son decided
to return to the
brand as an adult,
worked his way up
to management and has operated the
family’s two current locations for the past
17 years. Frederick ofcially celebrated
his retirement in September, as BWW
Mankato and Hutchinson prepare to
keep operations strong under his son’s
ownership. 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 678-797-5160.
RECOGNITIONS
EVENT CALENDAR
FBS is excited to host members
May 20-23, 2025, for the
2025 FBS Annual Summit!
You won’t want to miss out on
the stellar opportunities for
business and relaxation at
this year’s Summit. We’ll be in
gorgeous Bonita Springs, Florida,
surrounded by stunning beaches
and crystal-clear waters for a week
of networking, fun activities and
serenity.
Hear from industry experts, corporate brand
leaders and our valued vendor partners, all at
the 2025 FBS Annual Summit. We look forward
to celebrating our association with you!
2025 FBS Annual Summit
May 20-23, 2025
Hyatt Regency Coconut Point Resort & Spa
Bonita Springs, Florida
Joe Frederick Sr., Owner and Founder of BWW®
Mankato, Minnesota, Retires After 30 Years
Joe Frederick Sr.,
founder of BWW
Mankato.
Joe Frederick Sr. and Joe Frederick Jr.
together as the former is recognized by
Schola Foundation in Mankato, Minnesota.
Joe Frederick Sr. is surrounded by family
as he is inducted into the Mankato Softball
Hall of Fame.
2024 Issue 4
|
THESCORE
History Behind the Industry
History Behind the Industry
istory Behind the Industry is a spotlight on events and/or figures that
have shaped or significantly impacted the current state of the restaurant
industry, and how Buffalo Wild Wings® franchisees can utilize such information
for the betterment of their businesses.
YOUR NATIONAL SIGNAGE PARTNER
www.federalheath.com
- Serving up signage at Buffalo Wild Wings since 2001
- Working with 700+ corporate and franchise locations
- Manufacturing and installing signs nationwide
A Niche in the World of Fast-Casual Restaurants
Fast-casual restaurants have certainly thrived over the past
several decades, fueled by evolving consumer preferences, tech-
nological advancements and innovative business models. Known
for their speed, convenience and afordability, fast-casuals have
become an integral part of American dining culture, catering to
busy lifestyles and ofering consistent, satisfying experiences.
Te growth of fast-casuals refects their ability to adapt to
societal changes while maintaining their core appeal: quick,
accessible meals at an afordable price. As trends like sustain-
ability and personalization continue to shape the industry,
fast-casuals are poised to evolve further, ensuring their place as
a cornerstone of the American dining landscape. However, it is
essential to look at the fast-casual restaurant industry as one that
hosts a wide range of environments for customers with diferent
wants and needs. What makes every fast-casual chain succeed
with its customer base is its ability to keep providing the kinds
of products and services that a particular crowd is searching for.
Finding one’s niche within the industry can unlock new avenues
of growth and success for a brand or individual business.
The Industry Today…
As Bufalo Wild Wings franchisees operating locations
decades after the initial emergence of fast-casuals, one can beneft
from considering how the brand’s niche within the industry can be
leveraged to individual business owners’ advantage. When running
a business involved in foodservice, there are many values at the
foundation of everyday operations that are likely to stay consistent
from business to business. BWW® franchisees across the nation
are operating with the intention to serve quality food and create
positive experiences for customers, and this mission becomes even
more specifc when one factors in the particulars of the sports bar
experience and what exactly makes it so appealing to guests.
Sports bars function on the combined experiences of being
served a quality meal, watching/staying in the action of sports and
surrounding oneself with friends, family and community. Franchisees
who own a variety of concepts or are only beginning their journey
within the BWW brand have a unique opportunity to stand out in
the fast-casual restaurant landscape, as the businesses in their hands
have a defned purpose as sports bars: to be the place where people
come to have great food, and an even greater game day. S
THESCORE |
2024 Issue 4
One topic:
10 facts
1
Around 81 percent of consumers need to be able to trust
the brand to buy from them, emphasizing the critical role
trust plays in building brand awareness.
2
On average, 92 percent of consumers trust word-of-mouth
recommendations from friends and family over any other
form of advertising.
3
Consistency is key. Consistent branding across all channels can
increase revenue by up to 23 percent.
4
It pays to give back! Fifty-�ve percent of consumers are
willing to pay extra for products and services from companies
committed to positive social and environmental impact.
5
Te inability to provide a consistent brand experience makes
it harder to build trust and recognition. Establish brand
guidelines! Seventy-seven percent of brands end up with
of-brand content.
6
Transparency is the key to loyalty. An estimated 94 percent
of customers will be loyal to a transparent brand.
7
Live your brand colors! Signature brand color can boost
brand recognition by 80 percent.
8
It only takes seven seconds to make a frst impression on
a customer. Make those seconds count by investing in quality
visuals.
9
Bring back “the old days.” Nostalgia branding is one of the
most popular strategies. Seventy-three percent of
consumers respond positively to nostalgic branding.
10
Love for a brand translates to loyalty. Sixty-four
percent of customers feel emotionally connected to their
favorite brands.
Sources: Entrepreneur, Forbes, Data Axle, Fit Small Business
The Bene�ts of Strong
The Bene�ts of Strong
Brand Awareness
Brand Awareness
2024 Issue 4
|
THESCORE
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