Lead
Franchise leadership and management
6
6 CEO Profile:
Sam Ballas
Controlled growth pays off for East Coast Wings & Grill
9
9 CEO Profile:
Ralph Askar
Franchise veteran is building a successful brand… again!
12 Feature:
Franchisee Conventions
Keep the momentum going year-round
14 Feature: Anatomy of a Brand
Arby’s taps refranchising to boost growth
16 eadership Guru
L
Cartridge World’s CEO defines a vision for success
16
17 Human Resources
Applying metrics on the “people” side
“
Serve the customer in a way that you would want to be
served as someone else’s customer. And if you’re not
directly serving the customer, you had better be serving
someone who is. The true test of a company is its ability
to respond appropriately when things don’t go well.
(It’s easy when everything goes well.)
—Bill Swanson, North American CEO and global CFO, Cartridge World.
”
Franchiseupdate I ssue I , 2013
5