The SCORE 2016 Issue 2 | Page 3

TABLE OF CONTENTS 2016 Issue 2 FBS Board of Directors Wray Hutchinson Chairman Mark Jones Vice Chairman James Bitzonis Director Brian Carmody Director Jerry Franklin Jr. Director Steve Grube Director Roz Mallet Director Amy O’Neil Director ON THE COVER The Franklins – the late Gerald Franklin Sr., Gerald “Jerry” Franklin Jr. and Colleen Franklin – are just one of the families operating Buffalo Wild Wings® franchises. Turn to Page 26 to find out what makes BWW “A Family Affair.” COLUMNS 2 Chairman’s Column By Wray Hutchinson, FBS Chairman DEPARTMENTS 4 FBS Member News 14 Event Calendar and New Store Openings 14 Recognitions 17 Team Up for Kids™ 19 Franchisee Spotlight Bobby Pancake Director FEATURES Karim Webb Director 16 Meet Your Newest Board Member: Karim Webb by Kristen Perez, FBS communications coordinator Christy Williams Executive Director 20 Is Your Website Accessible? by Douglas H. Duerr, Elarbee Thompson Wilson and Sapp, LLP FBS Editorial Board Kristi Keith-Hoffman Editor-in-Chief [email protected] Jessica Loeding Managing Editor [email protected] Kristen Perez Associate Editor [email protected] Advertising Sales Jeff Reynolds Director of Business Partner Relations [email protected] Design and Layout Kristen Thomas KT Graphic Design [email protected] 22 Labor Legislation Raises the Stakes in 2016 Election by Jessica Loeding, FBS director of communications 26 Franchisees Make Buffalo Wild Wings a True Family Affair by Jessica Loeding 32 Succession Planning Makes Transfers Seamless by David Ciambella, The Rawls Group 34 Wow Your Customers: 3 Keys for Delivering Great Customer Service by Dennis Snow, Snow & Associates 38 Irrational Beliefs and What to Do About Them by Dan Coughlin, The Coughlin Company 40 Fundamentals: 9 Strategies for 2016 by Jim Sullivan, sullivision.com 42 Back Office Needs: To Staff or to Outsource? contributed by Mize Houser & Company P.A. DIRECTORIES 15 Associate Member Listing 44 Advertisers Guide and Editorial Calendar Headquarters 1701 Barrett Lakes Blvd. NW Suite 180 Kennesaw, GA 30144 Phone: [phone] Fax: [phone] In keeping with our commitment to the environment, this publication is printed on certified, environmentally-friendly recycled paper using eco-friendly inks. 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. Copyright© 2016 Printed in the U.S.A. www.myfbsonline.org