Multi-Unit Franchisee Magazine Issue II, 2016 | Page 6

Departments CHAIRMAN’S NOTE The 2016 Multi-Unit Franchising Conference is almost here! 6 ONLINE What’s online @ mufranchisee.com 8 Columns CUSTOMER SERVICE Compassion and Empathy 93 The two most powerful words in customer service BY JOHN DIJULIUS PEOPLE Millennial Psychology 94 5 ways to bring out the best in tomorrow’s managers 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 BY JASON CONRAD MANAGER, SOCIAL MEDIA Cheryl Ryan TECHNOLOGY SENIOR SALES, EVENT & OPERATIONS SUPPORT MANAGER Sharon Wilkinson Safety First! 96 Reassessing the security of your POS system SENIOR PROJECT MANAGER, MEDIA AND BUSINESS DEVELOPMENT Christa Pulling BY TOM EPSTEIN MARKETING ASSISTANT, SPEAKER LIAISON Katy Geller INVESTMENT INSIGHTS FRANCHISEE LIAISON, SUPPORT COORDINATOR Leticia Pascal Managing Uncertainty 98 What could go right, what to watch, and what’s different this time BY CAROL SCHLEIF FINANCE The 7 drivers of gross margin 100 Small steps taken over time will boost your profits BY ROD BRISTOL EXIT STRATEGIES De-consolidation 102 Can mega-franchisees become too big? BY DEAN ZUCCARELLO FRANCHISE MARKET UPDATE Expertise on Call 104 Making multi-unit knowledge more available BY DARRELL JOHNSON 4 Multi-Unit CREATIVE PRODUCTION ASSISTANT Phi Le VIDEO PRODUCTION MANAGER Wesley Deimling CONTRIBUTING EDITORS Rod Bristol John DiJulius Tom Epstein Darrell Johnson Steve LeFever Julie Moreland Carol Schleif Jim Sullivan Paul Wilbur Thomas J. Winninger Dean Zuccarello CONTRIBUTING WRITERS Debbie Selinsky Helen Bond ADVERTISING AND EDITORIAL OFFICES Franchise Update Media 6489 Camden Avenue, Suite 204 San Jose, CA 95120 Telephone: [phone] Fax: [phone] SEND ARTICLE INQUIRIES TO: [email protected] MULTI-UNIT FRANCHISEE MAGAZINE IS PUBLISHED FOUR TIMES ANNUALLY. Annual subscription rate is $49.00 (U.S.) FOR SUBSCRIPTIONS EMAIL [email protected] or call 408-997-7795 FOR REPRINT INFORMATION CONTACT FOSTER PRINTING AT 800-382-0808 www.fosterprinting.com MULTI-UNIT FRANCHISEE IS S UE II, 2016 muf16-2_toc(2,4).indd 4 4/2/16 2:12 PM