Departments
Columns
Departments
CHAIRMAN ’ S NOTE
Welcome to the 2017 Multi-Franchising 6 Conference !
ONLINE What ’ s online @ mufranchisee . com 8
Columns
CUSTOMER SERVICE
Advertising vs . Customer Service 64 Answer these 3 questions correctly and you will have an incredible 2017
BY JOHN DIJULIUS
PEOPLE
Hiring Hourly Workers 66 Meeting your employees ’ needs will help you meet your own
BY PETER HARRISON
TECHNOLOGY
POS Security 68 Keeping your customers — and your business — safe
BY TOM EPSTEIN
FINANCE
Is Your Franchisor in Play ? 70 Managing your financials in light of a possible sale
BY ROD BRISTOL
INVESTMENT INSIGHTS
The Big Picture 72 Moving forward in the face of economic uncertainty
BY CAROL SCHLEIF
EXIT STRATEGIES
Refranchising on the Rise 74 Selling corporate stores to franchisees benefits all
BY DEAN ZUCCARELLO AND DAN COLLINS
FRANCHISE MARKET UPDATE
Optimist , Pessimist , or Anxious ? 76 3 ways to view mixed 2018 economic signals
BY DARRELL JOHNSON
Multi-Unit
Franchisee
CHAIRMAN Gary Gardner
CEO Therese Thilgen
EXECUTIVE VICE PRESIDENT OPERATIONS Sue Logan
CHIEF CONTENT OFFICER Diane Phibbs
VICE PRESIDENT BUSINESS DEVELOPMENT Barbara Yelmene
BUSINESS DEVELOPMENT EXECUTIVES Jeff Katis Judy Reichman
EXECUTIVE EDITOR Kerry Pipes
MANAGING EDITOR Eddy Goldberg
CREATIVE MANAGER Kevin Waterman
MAGAZINE DESIGNER Peter Tucker
DIRECTOR OF TECHNOLOGY Benjamin Foley
WEB DEVELOPER Don Rush
WEB PRODUCTION ASSISTANT Esther Foley
WEB PRODUCTION ASSISTANT Juliana Foley
DIRECTOR OF EVENT OPERATIONS Christa Pulling
SENIOR MANAGER , EVENTS & PRODUCTION Katy Geller
SENIOR SUPPORT MANAGER Sharon Wilkinson
PROJECT COORDINATOR Joanne Peralta
SUPPORT COORDINATOR Leticia Pascal
VIDEO PRODUCTION MANAGER Wesley Deimling
GRAPHIC DESIGNER Cindy Cruz
MARKETING ASSOCIATE Cameron Gustafson
FRANCHISEE LIAISON SUPPORT Greg DelBene
CONTRIBUTING EDITORS Rod Bristol
Dan Collins
John DiJulius Tom Epstein
Peter Harrison Darrell Johnson
Carol Schleif
Dean Zuccarello
CONTRIBUTING WRITERS Helen Bond Debbie Selinsky Sara Wykes
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4 MULTI-UNIT FRANCHISEE ISSUE II , 2017