Multi-Unit Franchisee Magazine Issue II, 2015 | Page 6

Departments
CHAIRMAN’S NOTE

2015 MUFC: Right Around the Corner! 6

Multi-Unit

Franchisee
CHAIRMAN
Gary Gardner
CEO
Therese Thilgen
EXECUTIVE VP OPERATIONS
Sue Logan

ONLINE

What’ online @ mufranchisee.com 10
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Columns
PEOPLE

Talent Management 88
Are your front-line employees delivering your brand experience?
BY STEVE ADAMS

CUSTOMER SERVICE

What’ Your Service Aptitude? 90
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It’s your job to teach your employees how to treat customers!
BY JOHN DIJULIUS

TECHNOLOGY

New Chip on the Old Card 92
October deadline looms for EMV payment readers
BY TOM EPSTEIN

FINANCE

EXECUTIVE VICE PRESIDENT
Diane Phibbs
VICE PRESIDENT BUSINESS DEVELOPMENT
Barbara Yelmene
BUSINESS DEVELOPMENT EXECUTIVES
Judy Reichman
Jeff Katis
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
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
CREATIVE PRODUCTION ASSISTANT
Phi Le
MARKETING ADMINISTRATIVE ASSISTANT
Lisa Crystal

Overcoming the perils of poorly managed growth

CONTRIBUTING EDITORS
Steve Adams
Rod Bristol
John DiJulius
Tom Epstein
Steve LeFever
Darrell Johnson
Jim Sullivan
Adam Pierno
Thomas J. Winninger Dean Zuccarello

BY ROD BRISTOL

CONTRIBUTING WRITERS
Helen Bond
Debbie Selinsky

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