Multi-Unit Franchisee Magazine Issue IV, 2015 | Page 6

Departments
CHAIRMAN’S NOTE

The Simplicity of Dominance 6
ONLINE

What’s online @ mufranchisee.com 8

Columns
CUSTOMER SERVICE

EEEEEasy Does It! 64

The “5 E’s” of providing genuine hospitality to
connect with customers
BY JOHN DIJULIUS

PEOPLE

Reviewing Performance Reviews 66
How companies continue doing them wrong—
and how to do them right!
BY JULIE MORELAND

Franchisee
CHAIRMAN
Gary Gardner
CEO
Therese Thilgen
EXECUTIVE VP OPERATIONS
Sue Logan
EXECUTIVE VICE PRESIDENT
Diane Phibbs
VICE PRESIDENT BUSINESS DEVELOPMENT
Barbara Yelmene
BUSINESS DEVELOPMENT EXECUTIVES
Jeff Katis
Judy Reichman
EXECUTIVE EDITOR
Kerry Pipes
MANAGING EDITOR
Eddy Goldberg
CREATIVE DIRECTOR
Peter Tucker
DIRECTOR OF TECHNOLOGY
Benjamin Foley
WEB DEVELOPER
Don Rush
WEB PRODUCTION ASSISTANT
Esther Foley
TECHNOLOGY PRODUCTION ASSISTANT
Juliana Foley
MANAGER, SOCIAL MEDIA
Cheryl Ryan

TECHNOLOGY

SENIOR SALES, EVENT & OPERATIONS
SUPPORT MANAGER
Sharon Wilkinson

To get the most from your EMV upgrade, consider a
cloud-based solution

SENIOR PROJECT MANAGER,
MEDIA AND BUSINESS DEVELOPMENT
Christa Pulling

EMV, POS, and the Cloud 67
BY TOM EPSTEIN

FINANCE

Value-able Assets 68

Use these