The SCORE 2015 Issue 1 | Page 3

TABLE OF CONTENTS 2015 Issue 1 FBS Board of Directors Wray Hutchinson Chairman Mark Jones Vice Chairman ON THE COVER Richard Andrews Secretary The current FBS board of directors was elected during the 2014 FBS Business Summit in Las Vegas, Nevada. Doug Davis Treasurer Christy Williams Executive Director COLUMNS James Bitzonis Director 2 Jim Carmody Director DEPARTMENTS Jerry Franklin Jr. Director 4 Roz Mallet Director Amy O’Neil Director Bobby Pancake Director FBS Editorial Board Kristi Keith-Hoffman Editor-in-Chief [email protected] Elizabeth Lowman Managing Editor [email protected] Kristen Perez Associate Editor [email protected] Advertising Sales Jeff Reynolds Director of Business Partner Relations [email protected] 678-797-5161 Design and Layout Kristen Thomas KT Graphic Design [email protected] Chairman’s Column FBS Member News 7 Recognitions 7 Event Calendar and New Store Openings 8 Franchisee Spotlight 9 Team Up for Kids™ FEATURES 10 Meet Your New FBS Board of Directors 15 Getting to Know Sarah Yatchak 16 Health Care Law’s Definition of Full Time Needs Revising by Sen. Joe Donnelly 18 Can You Brand Your Customer Service Like Your Brand Your Products? by Jim Sullivan, sullivision.com 20 Move Over Millennials: Why You Should Care About Generation Z by Kristen Perez, FBS marketing and communications coordinator 22 Five Traits of People Who Make a Positive Difference by Dan Coughlin, The Coughlin Company 26 10 Tips to Get Your Insurance Claims Paid DIRECTORIES 14 Associate Member Listing 28 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© 2015 Printed in the U.S.A. www.myfbsonline.org