Multi-Unit Franchisee Magazine Issue III, 2014 | Page 6

Departments
CHAIRMAN’S NOTE

The Multi-Unit Franchising Conference—
where deals get done 6
ONLINE

What’ online @ mufranchisee.com 8
s

Columns

Multi-Unit

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

CUSTOMERS COUNT

EXECUTIVE EDITOR
Kerry Pipes

Raising the Ante on Service 72

MANAGING EDITOR
Eddy Goldberg

Using location analytics to provide a Wow experience
BY JACK MACKEY

PEOPLE

People Really Do Matter 74

For better results, invest in your people—really!
BY NATE DAPORE

SECURITY

Phishing—Don’t Get Hooked! 76
The basics on avoiding this old-school scam
BY DAVID ELLIS

INVESTMENT INSIGHTS

Bonds: More Bull Ahead? 78

How far will the fixed-income securities bull market run?
BY CAROL SCHLEIF

EXIT STRATEGIES

Are You Ready To Sell? 80
How to plan a comprehensive exit strategy
BY DEAN ZUCCARELLO

FINANCE

Banking Basics for Tough Times 82
Learn how to love—or leave—your banker
BY STEVE LEFEVER

FRANCHISE MARKET UPDATE

MU Domination Grows 83

Key indicators point to continued multi-unit consolidation
BY DARRELL JOHNSON
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IN MEMORIAM 84
In Memory of Timothy Arlan Gardner,
honoring a life well-lived

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MULTI-UNIT FRANCHISEE IS S UE III, 2014

CREATIVE DIRECTOR
Samantha Calden
DESIGN & PRODUCTION
www.petertucker.com
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
CONTRIBUTING EDITORS
Nate DaPore
David Ellis
Darrell Johnson
Steve LeFever
Jack Mackey
Carol