Multi-Unit Franchisee Magazine Issue I, 2016 | Page 6

Departments CHAIRMAN’S NOTE Growing with Greatness 6 ONLINE What’s online @ mufranchisee.com xx Columns CUSTOMER SERVICE Never and Always 70 Do you have a “customer bill of rights” your employees can follow? BY JOHN DIJULIUS PEOPLE Magnetic Culture 72 Put your own people first and your customers will love you even more Franchisee CHAIRMAN Gary Gardner CEO Therese Thilgen EXECUTIVE VP 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 MANAGER, SOCIAL MEDIA Cheryl Ryan BY JULIE MORELAND SENIOR SALES, EVENT & OPERATIONS SUPPORT MANAGER Sharon Wilkinson INVESTMENT INSIGHTS SENIOR PROJECT MANAGER, MEDIA AND BUSINESS DEVELOPMENT Christa Pulling Motion Sickness 74 Learn to relax—and prosper—amidst ongoing market volatility and uncertainty BY CAROL SCHLEIF FINANCE Give Yourself a Raise! 76 Take home some additional profit in 2016 by following this simple advice BY ROD BRISTOL EXIT STRATEGIES Why Do Some Deals Fall Apart? 78 Fair dealing and efficient execution produce happy sellers and buyers BY DEAN ZUCCARELLO FRANCHISE MARKET UPDATE Economy 2016 80 Last year’s slow, “doesn’t feel good” expansion and recovery will continue BY DARRELL JOHNSON 4 Multi-Unit MARKETING ASSISTANT, SPEAKER LIAISON Katy Geller FRANCHISEE LIAISON, SUPPORT COORDINATOR Leticia Pascal CREATIVE PRODUCTION ASSISTANT Phi Le VIDEO PRODUCTION MANAGER Wesley Deimling CONTRIBUTING EDITORS Rod Bristol John DiJulius Tom Epstein Darrell Johnson Steve LeFever Julie Moreland Jim Sullivan Carol Schleif Thomas J. Winninger Paul Wilbur Dean Zuccarello CONTRIBUTING WRITERS Debbie Selinsky Helen Bond ADVERTISING AND EDITORIAL OFFICES Franchise Update Media 6489 Camden Avenue, Suite 204 San Jose, CA 95120 Telephone: [phone] Fax: [phone] SEND ARTICLE INQUIRIES TO: [email protected] MULTI-UNIT FRANCHISEE MAGAZINE IS PUBLISHED FOUR TIMES ANNUALLY. Annual subscription rate is $49.00 (U.S.) FOR SUBSCRIPTIONS EMAIL [email protected] or call 408-997-7795 FOR REPRINT INFORMATION CONTACT FOSTER PRINTING AT 800-382-0808 www.fosterprinting.com MULTI-UNIT FRANCHISEE IS S UE I, 2016 muf16-1_toc(2,4).indd 4 1/11/16 10:46 AM