Departments
Columns
Departments
CHAIRMAN ’ S NOTE Welcome to 2017 ! 6
ONLINE What ’ s online @ mufranchisee . com 8
Columns
CUSTOMER SERVICE
“ Where Are You From ?” 68 Life lessons on customer engagement from a 13-year-old
BY JOHN AND BO DIJULIUS
PEOPLE
The Gig Economy 70 Managing employees in a changing world just got easier
BY JOCELYN MANGAN
TECHNOLOGY
Got EMV ? 72 Why you should , and what ’ s ahead
BY TOM EPSTEIN
INVESTMENT INSIGHTS
Pursuit of Happiness 74 Recent elections put key economic decisions in play
BY CAROL SCHLEIF
FINANCE
Performance Groups Rock 76 Peer pressure to do better will boost your bottom line !
BY ROD BRISTOL
EXIT STRATEGIES
Franchise Consolidation Grows 78 Why the trend to “ mega ” is expanding to non-food industries
BY DEAN ZUCCARELLO
FRANCHISE MARKET UPDATE
The Next Recession 80 What lessons can we learn — in advance — from previous downturns ?
BY DARRELL JOHNSON
Multi-Unit
Franchisee
CHAIRMAN Gary Gardner
CEO Therese Thilgen
EXECUTIVE VICE PRESIDENT 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
SENIOR SALES , EVENT & OPERATIONS SUPPORT MANAGER Sharon Wilkinson
SENIOR PROJECT MANAGER , MEDIA AND BUSINESS DEVELOPMENT Christa Pulling
MARKETING ASSISTANT , SPEAKER LIAISON Katy Geller
FRANCHISEE LIAISON , SUPPORT COORDINATOR Leticia Pascal
PROJECT COORDINATOR Joanne Parungao
CREATIVE MANAGER Kevin Waterman
MARKETING ASSOCIATE Cameron Gustafson
VIDEO PRODUCTION MANAGER Wesley Deimling
CONTRIBUTING EDITORS |
Rod Bristol |
John DiJulius |
Tom Epstein |
Darrell Johnson |
Jocelyn Mangan |
Carol Schleif |
Thomas J . Winninger |
Dean Zuccarello |
CONTRIBUTING WRITERS Helen Bond
Danielle Buenrostro
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4 MULTI-UNIT FRANCHISEE ISSUE I , 2017