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 | 2025 ISSUE 1
Chris Miller
Chris Miller
Steps Into the
Franchisee Spotlight
Read more on page 8
Chris Miller
Chris Miller
Family-Friendly Focus
Turn to page 26 to learn more
about how to turn families into
loyal customers.
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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@elevanta.com
Advertising Sales
FBS Advertising Team
advertising@myfbsonline.org
678-797-5160
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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Copyright© 2025
Printed in the U.S.A.
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ON THE COVER
Learn more about FBS member, Chris Miller, in the Franchisee
Spotlight on page 8! The 2025 FBS Annual Summit is
approaching – turn to page 14 to read about what’s in store
at this essential event for franchisees, May 20-23, in Bonita
Springs, Florida!
COLUMNS
2
Chair’s Column
DEPARTMENTS
4
FBS Member News
6
Recognitions
7
One Topic: 10 Facts
8
Franchisee Spotlight
10 Look, Listen, Read
13
History Behind the Industry
FEATURES
14 2025 FBS Annual Summit: Built for Franchisees, by Franchisees
16 Resilience of Franchisees Amidst Natural Disasters
by Tyler Ryan, FBS communications editor
18 Know Your Obligations to Employees Before You Remodel
by Douglas H. Duerr, Elarbee, Thompson, Sapp & Wilson LLP
20 Build Customer Trust Through Better Experiences
by Annette Franz, CX Journey Inc.
22 The Essential Walks Series: Connect Your Essence, Your Life and Your Work
by Dan Coughlin, The Coughlin Co.
24 The Power of Atmosphere: How the Physical Environment Shapes
the Customer Experience
by Dennis Snow, Snow & Associates Inc.
26 Family-Friendly Focus
by Tyler Ryan, FBS communications editor
30 Customer Experience or Nothing! When Customer Satisfaction
Is Not Enough
by Lior Arussy, Stravity Group
32 Seven Ways To Get and Keep Customers
by Shep Hyken, Shepard Presentations LLC
34 Wind, Hail and Earthquake Damage and Your Franchise
contributed by Lockton Cos.
DIRECTORIES
12 Associate Member Listing
36 Advertisers Guide and Editorial Calendar
2025 Issue 1
2025 Issue 1
|
THESCORE
Letter From the Chair
025 is poised to not only provide
challenges to the growth of our
businesses but also the opportunity
to seek out the best practices that each
of us utilizes in our sports bars. Te
new year is an opportunity to become
more connected and supportive of each
other than we ever have been, as we have
been tasked with navigating a myriad of
new challenges. Natural disasters have
made their impact on several areas of
the country over the past year. Wildfres
have spread in California, hurricanes
have rocked Florida, other areas of the
South have experienced unprecedented
fooding ... and there’s even been a little
snow in unexpected areas. In addition to
the disruption these natural events cause,
we continue to experience uncertain
economic and legislative impacts.
As members of Franchise Business
Services (FBS), we have access to an
invaluable network of franchisees who
are dedicated to both bettering their own
businesses and forging connections with
others. Now is the time to strengthen
those connections and call upon one
another for support as some of us begin
to bounce back from the events that
have impacted our sports bars, as well as
seek the facts of the potential economic
outcomes of legislative and policy
changes. Tis association and the network
of support it provides is a resource that
I hope proves itself to be helpful to all
members afected by the many unex-
pected challenges that come our way in
our careers.
As we prepare for the upcoming
2025 FBS Annual Summit, members
have even more learning to look forward
to. We are pleased to organize an event
that is built upon education, collabora-
tion and identifying best practices. Tis
year’s Summit will bring us back to
the heart of what makes our franchisee
community strong: the opportunity to
share knowledge, discuss challenges and
learn from one another’s experiences. Te
Summit will feature valuable sessions
focused on best business practices tailored
specifcally for us. Tese discussions
will provide practical tools to enhance
our experience as business owners, all
while fostering a spirit of collaboration
and innovation. We also are providing a
general session on the realities of the
economy in 2025 and beyond. As we
come together to strengthen our busi-
nesses and our community, this year’s
Summit will serve as a vital platform
for gaining insights that can elevate our
franchisees’ success and resilience in the
face of both opportunities and challenges.
I hope to see you all May 20-23,
in Bonita Springs, at the Summit! Until
then, continue to persevere and support
each other through the beginning of yet
another “crazy” year!
Sincerely,
Roz Mallet
Roz Mallet
FBS Chair
The beginning of any new
year brings the potential for
franchisees to grow and learn
in a variety of ways.
2025 Issue 1
|
THESCORE
WW Mankato recently drew a crowd of dedicated hockey
fans to a meet-and-greet with a D1 hockey team, the
Minnesota State University’s Mankato Mavericks. Owner Joe
Frederick Jr. of Two Joes Inc. and his family have been deeply
rooted in the sport of hockey for many years, including his
wife and brother-in-law both playing for the Minnesota State
University Mankato Mavericks during their time in college. Joe’s
son also aspires to be a great hockey player in the future. Te
Two Joes Inc. franchise has been closely connected to the team
for 30 years. As one of the frst 30 Bufalo Wild Wings® franchise
stores in the system, the location in downtown Mankato was
right next to the university’s arena for over 20 years. Now that
college athletes are being recognized for their sports through NIL
(name, image and likeness) deals, the team created the Maverick
Line Change Collective to support all of the hockey players
and their eforts in the area. Te Two Joes Inc. team knew this
would be a perfect opportunity to expand upon their traditional
MNSU Mankato Athletics partnership into an event that truly
fts their brand and strengthens connections to the company. As a
partner and monetary contributor of the Maverick Line Change
Collective, BWW Mankato was presented with the opportunity to
host a few players at their location, with the entire team eventually
vying to be a part of the special appearance. Fans of the team came
to connect directly with the players, and approximately a hundred
people showed up to get their Maverick jerseys autographed and
take photos with their favorite players. Te players themselves
were able to connect with fans, BWW team members and their
local community, all while enjoying a meal provided by BWW
Mankato. Two Joes Inc. looks forward to hosting more local
college athlete events at their Mankato location and bringing to
life what the Bufalo Wild Wings brand is all about! S
MEMBER NEWS
As a proud partner of the BWW family, we’d like to take a
moment to express our gratitude for the trust and collaboration
you’ve shown us.
We’re excited to invite you to visit our booth at the upcoming
FBS Conference! This is a fantastic opportunity to discuss your
goals, answering questions, and continue building on our strong
partnership for years to come.
Thank you again for the opportunity to work with you, your
BWW Stafford-Smith Team!
Minnesota State University Mankato Mavericks
Visit BWW® Mankato for Meet-and-Greet
Fans and aspiring hockey
players approach the table
full of Mankato Mavericks,
ready to sign photos and other
merchandise.
A Mankato Mavericks player
smiles as a young fan
approaches the meet-and-greet
table.
A player autographs a photo for
one of the many attendees.
A player signs the back of a
young fan’s jersey.
The Mankato Mavericks pose for a picture to commemorate the
special event with BWW Mankato.
THESCORE |
2025 Issue 1
MEMBER NEWS
Order
Now!
ufalo Wild Wings® franchisee and Franchise Business
Services (FBS) member Chris Miller has owned and operated
his sports bar in Yuma, Arizona, for the past twenty years. In
the midst of preparing for the twenty-year anniversary, Miller’s
location was recognized by Te Yuma Sun, the city’s only local
newspaper, as part of their “Yuma’s Best” section. BWW Yuma was
voted the No. 1 sports bar in the area, as well as the No. 1 place
to get hot wings and the No. 3 place for margaritas, to Miller’s
surprise: “I fnd that amazing, because there’s only about ten
thousand Mexican restaurants around here,” he said with a laugh.
“Tis August will be our 20th anniversary, and we will defnitely
celebrate it somehow. We haven’t decided how yet, but we’re very
proud of it.”
Yearly, Te Yuma Sun releases the Yuma's Best Readers'
Choice Awards to honor the best local businesses and services
that local residents have encountered in the city. Miller, who was
previously a multi-unit operator, has built ample experience in
the entertainment and hospitality industries and continues to use
his expertise to operate a BWW sports bar that locals evidently
love and value. Congrats to BWW Yuma! S
BWW® in Yuma, Arizona, Voted No. 1
Sports Bar by The Yuma Sun
2025 Issue 1
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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/submis-
sions, email communications@myfbsonline.org or call 678-797-5160.
RECOGNITIONS
n December 9, 2024, Zach Pancake was named the new
general manager of Bufalo Wild Wings® Middletown,
one of High Five Hospitality’s (H5H) several BWW® locations
across Delaware and Maryland. Pancake joined the High Five
Hospitality team as a team member in August 2018. Zach got
his seasoning as a "cutter"/line cook at Limestone BBQ before
leaving to obtain his degree at Wilmington University.
After college, Pancake returned to H5H as a server at
Bufalo Wild Wings Christiana. During his tenure as an hourly
team member, he absorbed the knowledge and education from
each leader who spent time training him. He also demonstrated
leadership skills and utilized his degree to “Reach Higher.” He
was promoted to manager in May 2023.
Over the past few years, Pancake has held management
positions at multiple locations including Bufalo Wild Wings
Christiana, Jersey Mike's Middletown, and Jersey Mike's
Christiana, where he was elevated to the general manager
position.
During his tenure as the
general manager of Jersey Mike's
Christiana, Pancake made an
immediate impact by creating a
"team frst" culture and improving
processes to increase efciency
and proftability through proper
food management. An ofcial
congratulatory announcement
from H5H COO Mark Trewartha
reads: “We are confdent that
he will represent the H5H Core
Values daily by bringing a positive
attitude to work and constantly
‘Strive for Excellence!’” Pancake's
biggest accomplishments over the
recent months include becoming a
proud husband and father amid his recent success. S
Zach Pancake Becomes General Manager of High
Five Hospitality’s BWW® Middletown, Delaware
Zach Pancake, new
general manager of BWW®
Middletown, with his family.
n December 30, 2024, Erik Gilley became the new Multi-
Unit Leader of High Five Hospitality’s (H5H) Bufalo Wild
Wings® North Market. Te company’s North Market consists
of three sports bars in Delaware:
No. 3226 in Bear, No. 3444 in
Newark, No. 3831 in Christiana, as
well as BWW® No. 3473 in Bel Air,
Maryland.
Gilley joined the High 5
Hospitality family as an assistant
general manager in December 2019.
Within his frst year, he elevated
himself to the general manager role
and team Bufalo Wild Wings Bel
Air was of and running. Gilley’s
ability to be guest-focused, and
process-driven and his constant
determination to serve others well in
the Bel Air community resulted in
unmeasurable sales growth and guest
satisfaction.
Gilley was leaned on to reroute his journey in 2024 to
lead the team at another
H5H concept, Eggspectation
Timonium®, in a time of need.
Without hesitation, Gilley took
on the challenge of supporting
the growth of the Eggspectation
brand in Maryland and, through
his sacrifce and efort, has paved
the way for a solid foundation
moving forward.
Gilley’s commitment to the
organization, leadership group
and to the teams he has led
presented him with the oppor-
tunity to lead the Bufalo Wild
Wings North Market. An ofcial
congratulatory announcement
from H5H COO Mark Trewartha reads: “We are beyond excited
for him to take on this new challenge and lead the Bufalo Wild
Wings North Market to new heights. We are confdent that he
will represent the H5H Core Values daily by bringing a positive
attitude to work and constantly Reach Higher!” S
Erik Gilley Becomes New Multi-Unit Leader of
Franchisee High 5 Hospitality’s BWW® North Market
Erik Gilley, the new Multi-Unit
Leader of the BWW North
Market at H5H.
“We are beyond
excited for him to
take on this new
challenge and
lead the Buffalo
Wild Wings North
Market to new
heights.”
– Mark Trewartha,
H5H COO
THESCORE |
2025 Issue 1
One topic:
10 facts
1
Nearly 60 percent of customers consider a restaurant’s
family-friendly attributes when deciding where to eat,
showing how important this aspect is in drawing customers.
2
Including healthier kids’ meals has seen increased demand
from parents; over 20 percent of U.S. families report
prioritizing restaurants that ofer nutritious kids’ menu items.
3
A kids’ menu priced at about 50 percent of adult entrees
is a signifcant draw for families trying to keep dining costs
manageable, especially when 87 percent of households report
managing debt.
4
About 54 percent of families are more likely to dine at
restaurants that ofer family combo deals or discounts for
children under 12.
5
Large family tables or semi-private booths can increase
customer satisfaction by 42 percent, as families value space
for comfort during meals.
6
Restaurants with family sections that reduce noise disrup-
tion are favored by 48 percent of family diners, as design
considerations like soft materials or partitions help create a
balance between family and other dining experiences.
7
Around 67 percent of family diners appreciate interactive
digital ordering tools, like tablets or apps, that allow kids to
play games while waiting.
8
Over 50 percent of parents say customizable meals
(build-your-own) keep kids satisfed and improve the overall
family dining experience.
9
Approximately 66 percent of diners say they are more
likely to visit restaurants that ofer options like curbside
pickup, takeout counters or delivery. Tese options are essential
for families balancing busy schedules.
10
Eighty-five percent of consumers review a
restaurant’s menu online before deciding to visit, and
80 percent evaluate its website. For families, having visible
kid-friendly options and promotions can heavily infuence their
decision to visit.
Sources: National Restaurant Association, Fast Casual, Resident Magazine, TouchBistro, Escofer.
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2025 Issue 1
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THESCORE
Do you have any partners?
I’m the sole owner now, but I originally had a minor partner,
Larry Tipton from the Tipton Group, when I opened the frst
location. My sister, Lisa Meyer, was then a partner for about
ffteen years, and I bought her out a few years ago. She was a very
active and important partner, and she came on board when I
built out all the rest of my locations.
What drew you to the brand?
I lived in Ohio for twenty years, so I knew about the concept
for a very long time. I started nightclubs originally, but I’ve been
in the hospitality industry my entire life. I was the president of
the Ohio License Beverage Association, and Mike Jones was the
president of the Indiana License Beverage Association. We were
both at a national meeting about 25 years ago, and he said he
was thinking about getting into the BWW concept. At the time,
I was raising a teenage daughter by myself and said I didn’t want
to start out in Ohio. I wanted to go back out West; I was born
in Denver, Colorado. Mike showed me a list of their expansions
into Colorado and Arizona, and I went back home and made
the decision within a matter of days to pursue going to Arizona.
When I contacted corporate at the time, they said Colorado
would be all corporate stores and that Arizona was where they’d
franchise. As soon as my daughter got out of high school, I
started the process of building out the frst location in Yuma,
Arizona, and then I had to build out the rest of the package in
Bull Head City, Tucson and Sierra Vista.
FRANCHISEE SPOTLIGHT
Chris Miller
Chris Miller
Year Became a BWW® Franchisee:
2005
Total Number of BWW Locations:
One
Based in: Yuma, Arizona