Score 2017 2017 Issue 3 | Page 3

TABLE OF CONTENTS 2017 Issue 3 FBS Board of Directors Wray Hutchinson Chairman Mark Jones Vice Chairman Jenny Beaudoin Director James Bitzonis Director Brian Carmody Director Steve Grube Director ON THE COVER A business is often only as good as its modes of communication. Buffalo Wild Wings® franchise companies, like Antsul Group, say that if good processes are put in place, there’s really nothing to it. For more on how your fellow franchisees are making communications tops, turn to page 16. COLUMNS 2 Chairman’s Column by Wray Hutchinson, FBS chairman DEPARTMENTS 4 FBS Member News Roz Mallet Director 10 Team Up for Kids™ Larry Podlager Director 11 Recognitions Karim Webb Director Christy Williams Executive Director FBS Editorial Board Kristi Keith-Hoffman Editor-in-Chief [email protected] Jessica Loeding Managing Editor [email protected] Christina Cannon Communications Manager [email protected] 11 Event Calendar 12 Franchisee Spotlight FEATURES 13 Spotlight on the 115th Congress: Rep. Mia Love (R-UT-04) 16 Effective Communication: Proper Processes Lead to Proper Understanding by Christina Cannon, FBS communications manager 18 Recognizing Employees Crucial to Establishing Company Culture by Christina Cannon 21 Preparation and Customer Service Key to Sound Public Relations Strategy by Jessica Loeding, FBS director of communications 22 Can You Terminate an Employee for Legal, Off-Duty Conduct? by Doug Duerr, Elarbee Thompson Sapp and Wilson, LLP 24 Better Data Builds Better Restaurants by Stacy Smith, Mize Houser & Company P.A. 26 Interviewing & Selection by Dennis Snow, Snow & Associates Advertising Sales Jeff Reynolds Director of Business Partner Relations [email protected] 27 Understand How People Make Decisions by Dan Coughlin, The Coughlin Co. Design and Layout Kristen Thomas KT Graphic Design [email protected] DIRECTORIES 28 Personal Productivity as a Habit by Laura Stack, The Productivity Pro 14 Associate Member Listing 32 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© 2017 Printed in the U.S.A. www.myfbsonline.org