DailyFranchiseNews.com

The Doctor of Spin is IN

What do you do when your business is in a bind? Listen to what this blogger has to say.

QSRweb.com recently contacted yours truly for some expert insight regarding the dilemma surrounding McDonald’s and its former employee, Nigel Haskett. In short, Haskett was shot three times while trying to protect a female customer from being beaten – an act which resulted in three surgeries and $300,000 in medical bills. The case is now before the Arkansas Workers' Compensation Commission after the McDonald's owner's workers' compensation insurance company rejected the claim, stating that Haskett's injuries did not occur in the course and scope of his employment. At the time, McDonald's owner/operator Ray Nosler did not have a statement prepared but has since issued one: "My highest priority is the safety and security of my customers and employees. I stand behind Nigel Haskett. I believe he acted as a Good Samaritan. Concerning the critical matter of his medical expenses, it is important to note that the Arkansas Workers' Compensation Commission ultimately decides the outcome of his claim. As part of this process, Nigel's case will be presented to a workers' compensation judge, who will review all of the facts and decide on the case's merits. McDonald's supports Nigel's claim, and fully anticipates the judge in this process to find in Nigel's favor. As a safeguard, if for some reason his claim is denied, and other insurance options are unavailable, I intend to cover the cost of his medical expenses. I’m doing this because it’s the right thing to do."
 
This blogger’s advice? Issuing such a statement quickly is important in crisis communications: "While attorneys do limit what they can discuss (regarding pending legal matters), I would never not comment. That's the worse thing you can do. The only thing I wouldn't comment on is any kind of admission of liability." A situation like the Haskett case puts employers in a difficult spot. Operators have policies in place to protect their employees and their customers, and those policies need to be followed and enforced. But when it comes down to a public relations crisis in which the corporation or operator is depicted as inhuman and uncaring, a compassionate response is the better course of action. The corporation is faced with condoning an action that put someone in danger versus helping an employee who has come to be regarded as a hero and now a victim. "If I were their PR person, I would recommend they cover the bills and make a big deal of it — with the caveat that we do not encourage this behavior. It's important that they explain why they discourage this behavior while pointing out that he reacted as a human being." Nosler's offer to pay for the expenses if they are denied by the workers' compensation commission also recommended. "It may not be covered by workers’ comp, but there are other things you can do for them. You can still express regard for his human response. The important thing is to get the public's trust again."

Photo: Rhonda Sanderson, founder and president of Chicago-based Sanderson & Associates.

A Tasty Tidbit

Ever gotten in a dispute with family or friends about what toppings to put on a pizza? Uncle Larry hates onions but you love them. Best friend Sue can’t get enough mushrooms but you prefer pepperoni. Ever wish there was a way to make everyone happy? Hungry Howie’s Pizza vows to solve that problem with “Your Pizza, Your Way.”

The News & Record reported the Madison Heights, Michigan-based, 575-restaurant chain’s “Your Pizza, Your Way” promotion will let customers purchase a personal 10-inch pizza that includes a choice of one of eight crust flavors – Buttered Cheese, Garlic Herb and Sesame are top-sellers – and one topping for just $3.99.

According to Hungry Howie’s vice president of marketing and product development Jeff Rinke, “We are so excited to unveil a new way for our customers to celebrate their individual tastes while providing the value we have always been proud of.”

“Your Pizza, Your Way” will continue through May 31st. Get them while they’re hot, guys!

This Just In: Good News!

Tired of the gloom and doom headlines? Join the club. Thankfully, it looks like a change is on the horizon in Florida’s Hernando County.

The St. Petersburg Times reported that despite a recession, there are still some businesses opening. One new business slated to open in June is an Express Oil Change franchise near the intersection of U.S. 41 and Cortez Boulevard in Brooksville

"We're suitable for any economic condition," said Kent Feazell, senior vice president of development for Express Oil Change. "We consider our business recession-resistant." There are nearly 170 Express Oil Change company and franchise locations in nine states. They are generally located around other retail businesses, and site selection is done carefully. Company officials spent two years looking for the right place before deciding on Brooksville. "From our research, most people get their oil changed as an afterthought," Feazell continued.

The company averages a 10-minute oil change while customers wait in their cars. If additional work is needed, there is a full-service department. Express Oil Change currently has two stores up and running in Brandon. They hope to open as many as eight to 10 stores in the Tampa Bay area in the next five years. With new stores come jobs: Express Oil Change typically opens with six full-time employees and offers benefits. As the volume grows, so does the number of employees.

Bill Clinton Headlines IFA Convention

A hotel near the water in San Diego is ideal and that’s what we got with the 49th Annual IFA Convention held at the Manchester Grand Hyatt from February 14th through 17th. Tons of great learning opportunities with panels covering everything from the tough economy to using Facebook! And the best feature? Bill Clinton giving a terrific half-hour rundown about what really happened to the economy; the brilliant former Prez made it like an economics class at University of Chicago--but at the end we understood a little more…uh, not making us feel better! Gripes were heard about the expense of the rooms but you couldn’t object to the views overseeing aircraft carriers and battleships. Also, the usual crop of parties made this another super networking event; no one does it like the IFA when it comes to networking. This blogger hosted an event at Morton’s along with Baum Realty and F.C. Dadson...fun and meat were had by all!! 

Photo: Cousins Subs president and COO Christine Specht (left) and Nikki Sells, all-around franchise development queen now doing so for Tasti D-Lite.

They Just Keep Growing!

Since its inception in 2002, Value Place has opened over 130 locations across the country and something as small as a recession isn’t going to change that!

The Baltimore Business Journal reported the economy extended stay lodging brand expects to open about 40 properties in the Washington, D.C. area – including Baltimore and Northern Virginia – over the next few years. According to Value Place’s vice president of franchise development Gina McKee, the company has already identified 13 locations in the region ranging from Chantilly and Gainsville, Va., to Rosedale and Glen Burnie. The first D.C.-area Value Place will likely open by July, she said. Some of the locations will be company-owned while others will be run by two franchisees already signed up; Value Place is also seeking additional franchisees.

“Our clients are traveling on their own dime and looking for an affordable and safe place to stay,” McKee said. What about that struggling economy we keep hearing about? McKee said it only means a larger demand for the chain’s niche: “Now more than ever people need our product; consumers are more concerned now about budgets. We think the time is now for Value Place.”

From Big-Box to Out-of-the-Box

Like many parents, Mark Liset puts his kids first and elected to take on a part-time job in the flooring department of a big-box retailer to help defer some of their college expenses. When he saw first-hand the lack of experience in the industry, however, he began searching for a venture that would allow him to better serve his clients’ needs. He’s done just that through Floor Coverings International.

The Daily Herald reported that while working for the retailer, Liset picked up on the needs of customers and found Smyrna, Georgia-based Floor Coverings International to offer exactly the kind of service he was looking to provide. He joins a handful of other franchisees in Glenview, Naperville, Wheaton, River Forest and Villa Park, all of which provide convenience to the customer by bringing flooring options to the home and offering more than 3,000 flooring options that include top brands at competitive prices. Floor Coverings International operates more than 80 franchises in about 30 states and Canada and projects to add 30 more in 2009. The company also uses a computer program – FCI InspireNet – that allows the client to see how particular flooring will look in their home. Liset said they take a digital picture in the home and then view flooring options with the click of a button.

"This gives you a good idea of what the room is going to look like. The software is so powerful," said Liset, who worked in the computer industry and then owned a Curves fitness franchise with his wife before getting into flooring. He added that the sales associates are trained through the franchise and are knowledgeable on flooring trends and styles. Many of the franchisees are launching showrooms as well - Liset opened a showroom at 5403 Patton Drive Unit 203 in Lisle and former college roommates at Auburn University Billy Brewster and Jason Dalbey opened their showroom at 4326 Regency Drive in Glenview in early February - and since franchisees don't keep inventory in stock, they don't try to sell or push a particular product.

"Our philosophy is to help people find what they're looking for with the best budget," Liset said.

Dan Quayle’s Gonna Be Thrilled!

Thank you, QSR, for reaffirming the perfection that is the potato.

Though the United Nations declared 2008 as the International Year of the Potato, the growing number of spud-centric menu offerings at restaurants across the U.S. could mean a repeat designation is on the way. About 8 out of 10 consumers eat some form of potatoes 3.6 times every two weeks, a sure sign that the tuber is making a comeback. Sidelined by the Atkins Diet – which focused on high protein, low-carb foods – in early 2000, the potato has popped back onto the radar in recent years as consumers have become more educated about its many nutritional values.

“People have learned that potatoes are indeed healthy and good for you,” explains Lisa Tillman, director of product development for Jason’s Deli. The restaurant chain offers five signature stuffed potatoes on its menu, three of which are registered trademark spuds: The Plain Jane, a natural buttery blend loaded with cheddar, sour cream, bacon, and green onions; the Spud Au Broc, covered with broccoli cheese soup, cheddar, fresh broccoli, green onions, and bacon; and the Texas Style Spud, topped with smoked barbecue meat, cheddar, and butter. “We want to satisfy lots of different tastes,” she said.

Ben Brechtel, director of operations for McAlister’s Deli, a fast-casual restaurant chain with more than 280 locations in the U.S. featuring high-quality deli-style foods, agrees that comfort ingredients have tremendous appeal for potato lovers. The restaurant chain’s most popular spud is the Spud Max (pictured at left), an extra-large potato topped with ham, turkey, bacon, cheddar, Swiss cheese, green onions, black olives, and light sour cream on the side. “It’s like a club sandwich in a potato,” he says. “The potato is a meal in itself.”

Brechtel has noticed a definite spike in baked potato sales in the winter months. “When it’s colder, people tend to want warm comfort foods like our baked potatoes,” he says. McAlister’s Deli has also made sure to provide health-conscious alternatives on its Giant Spuds menu. The chain has a Veggie Spud, topped with red onions, bell peppers, diced tomatoes, black olives, green onions, and mozzarella with a side of salsa. There is also a menu option called JustASpud, which comes with light sour cream and green onions on the side. Customers come up with their own combinations. “We are trying to use our products in a smart manner,” Brechtel says, “so we encourage customization.”

Does anyone else have a craving right about now?

TRUFOODS’ Newest Addition

TRUFOODS, LLC - the parent company of Wall Street Deli, Ritter's Frozen Custard, Pudgie's Famous Chicken and Arthur Treacher's Fish & Chips - is ramping up its development efforts in a big way by bringing Gary Occhiogrosso on as its chief development officer.

QSR.com reported that Occhiogrosso will join the TRUFOODS, LLC team on February 23rd with over 20 years of franchise experience behind him. After a decade-long career in radio, Occhiogrosso became a Dunkin’ Donuts franchisee in 1984. In addition to operating a successful store, Occhiogrosso created a wholesale baked goods division within his company which supplied donuts and other fresh-baked goods to over 80 point of sale accounts while concurrently serving on Dunkin' Donuts' franchisee advisory council and advertising committee. Occhiogrosso continued his involvement in franchising in 1989 by opening a gourmet confection and gift basket shop and working with the franchisor to develop additional units. He followed up its success in 1991 with GPM Consulting Inc., a New York-based franchise and brand development firm which successfully developed several national franchise brands including Ranch*1, a chicken concept he helped grow into a 50-restaurant chain with commitments for an additional 200 units. Occhiogrosso moved on to become president of Desert Moon Fresh Mexican Grille but elected to leave that role in early 2009 to pursue a position with up-and-coming TRUFOODS, LLC.

"I've always been drawn to companies that have the ability to reinvent themselves and felt that TRUFOODS, LLC and its recent turnaround by [chairman and CEO] Andy Unanue was exactly the opportunity I was looking for," says Occhiogrosso. "As a former franchisee and franchisor, I've had the unique experience to see the industry from all angles and I understand that a franchise is a true partnership between both parties. I am excited to offer that experience to a team that's already committed to growth and has the experience and desire to achieve that goal."

Let us be among the first to say welcome aboard, Gary!

Swinging for the Fences

Does your career embrace one of your biggest passions? Chad Stills’ does.

The Community Free Press reported that Stills, a former high school first baseman, opened an Extra Innings indoor baseball and softball training facility in Springfield, MO in October 2005 and has been bringing new clinics and leagues to the area to help today’s young players ever since. Here are some highlights from his interview:

Q: Have you always loved baseball?
A: I have. I played at Kickapoo and had a couple of scholarship offers but I decided to go to Drury. I had an academic scholarship that was about four times bigger than the baseball scholarship.

Q: What programs, leagues and clinics have you started?
A: We actually hold several winter clinics that are indoor and in the summer we take all clinics outside. With leagues, we have a fall instructional league, and kids can sign up individually or as part of a team. We have paid instructors who are the coaches. It’s almost like a six-week clinic. It gives kids an opportunity to meet new friends and get some instruction. It has been a big success. We have a clinic that we do called the TPX Top 96 sponsored by Louisville Slugger. It’s a clinic and a sort of showcase for high school aged players. A lot of college coaches come to instruct, and it works out well for both the college programs and for the kids. The coaches like it because they are essentially getting paid to recruit. They are paid instructors, so they’re not technically recruiting. I’m responsible for finding the field, getting the water, coordinating activities, taking care of the players and coaches.

Q: Any future plans?
A: We are going to start an 18-andunder traveling team called the Queen City Copperheads. We are in the process now of finding players. The goal is to find seniors who have already graduated, or local players at small schools that don’t have a program or play in the summer. This team will play at college venues this summer.

Back to Work

Stephanie Gathe stayed home and raised her daughters but now that they are in school, she felt the time was right to go back to work – a path many stay-at-home moms are taking for a variety of reasons.

Gathe told CBS2Chicago.com that she wants to set an example for the girls and to pitch in for the family in these tougher financial times. So while she continues her side business of making jewelry, she's also looking for a part-time white collar job that will put her degrees to use and still allow her to be the very busy parent she is. When asked if she thought there were part-time options available, Gathe said, "initially, not, and that's when I heard about 10 til 2.”

10 til 2 is a placement service that puts college-educated professionals into longer-term part-time positions. If you're a candidate, you don't pay anything; all you have to do is answer some questions and submit a resume to start the professional matchmaking. Across the country, the firm has placed positions ranging from attorneys to I.T. consultants. Franchise owner Terrie Nolen says companies pay her to find the candidates and screen them - especially in the current economy. "A lot of companies still have work that needs to get done, and they don't necessarily want to pay the expense of a full-time employee," Nolen said. Nolen doesn't just wait for companies to find her candidates and instead reaches out to them when she sees something post and has someone who fits the bill. Gathe is more than pleased: "I look forward to getting more [opportunities]," she said.

Photo: 10 til 2 founders Jill Ater, Heidi Crum and Jodi Olin.