January 9

The Prosperity Edition

Why compliance at the Sandstone Yoga & Pilates on bfa is critical to the maintaining health & well- success of our industry being across their network Find out about the bfa compliance remit, team structure and why this function is held in such high regard "So we base our culture around an ethos of ‘support & challenge’ because together we are stronger if we are honest, open and supportive about what’s working and what we can all do better." Michelle Nicklin, founder of Sandstone Yoga & Pilates

New Member Spotlight: Window to the Womb

The bfa speak to Mark Witter on challenges, visions and their proudest moment

Preparing for a With entries closing on Friday 8th February, have you got your entry together and ready to go? Read franchise exhibition our key considerations so you're good to go!

Also, hear from some of last year's winners on Pip Wilkins, bfa CEO speaks to Kate Dilworth at Right at what their win meant to them and their business Home on how to be best prepared and to understand the importance of a franchise exhibition Legal Issues Five top tips to Specialist Seminar On Thursday 7th February - we bring you a specialist banish stress & seminar on Legal Issues. Turn to page 10 to find out more! build a happy workplace bfa NatWest Franchise Survey 8 gets record Real Franchise Story: initial exposure Road to Really Awesome Coffee Franchising is making waves as the sector goes from What made Henrik Jespersen decide to get into the world of franchising strength to strength bfa HSBC Franchise Awards 9 Entry deadline for franchisors and franchisees: Friday 8th February

As we are now on the home straight for entering into this year's Awards, below we give you 5 key considerations that you should take on board before finalising and submitting your entry (or entries)!

Franchise Award and Recognition Programmes – 5 Key Considerations It is only natural that in an industry which has seen positive growth now for ten plus years there are a large number of people and organisations looking to benefit from the fruits of its labour. More franchisors are looking to build their networks and with that means more marketing budgets for people to fight for.

1 – The Cost If you are being asked to pay for advertising space as part of a recognition scheme, is it a representative scheme, or just another money making campaign? Advertising is advertising and recognition schemes should provide frameworks to benchmark and identify successful businesses in particular categories or sectors. The assessment process should be transparent and fair for all who engage with it.

2 – The Judges If you are participating in a programme that involves judges it would be wise to know who they are, if they are credible, and importantly that there is no conflict of interest. Do they have industry longevity, breadth of experience and depth of knowledge? And would you trust them with your confidential company information? In addition and shame we have to mention it but does the judging process mentioned actually exist?

3 – The Criteria What is the entry criteria? Is the information you are being asked to provide sufficient for an external party to make a judgement on your business? And if not, how would a cross entry analysis take place? This may seem simple but unfortunately there are examples of franchisors still in their infancy utilising promotional platforms to promote themselves as industry leaders when they have not yet built solid foundations. As we know franchising is a slow and steady race, quick wins are costly and industry recognition that strengthens market place proposition should be earned.

4 – The Process Franchising is a diverse sector and for that reason a credible programme should provide a clear outline of criteria along with any formal supporting evidence required to enable a fair judging process. During the process you should have ample opportunity to share your brand and story and there should be plenty of mechanisms to gather data and insights from the process that will prove beneficial to any supporting PR campaign.

5 – The Return on Investment You have submitted your entry, been shortlisted, possibly attended a finalist presentation and are about to enjoy a wonderful ceremony where you receive your award. That’s all very nice but what happens next? It can be resource heavy to produce a compelling entry that will capture the attention of judges and see you reach the top spot. For that you should benefit from an award that can: 1. set you apart from competition in the industry. 2. Is a proposition strengthening tool in the market place and 3. Provides you an opportunity to strengthen your relationship with your network. You should be engaged in a post PR campaign that facilitates exposure you otherwise would not have been able to achieve.

The bfa HSBC Franchise Awards 2018 is taking place on 27th June.

Click here to book your place(s) to the awards PAGE 01 ceremony! bfa HSBC Franchise Awards 9 Entry deadline for franchisors and franchisees: Friday 8th February

Hear from 2018's winners, on what winning meant to them and their business:

Gold award for Emerging Franchisor of the Year Franchisor Award "We are extremely pleased to be recognised "Our success is down to the hard work for the Franchisor of the Year award. Not only of our amazing team and successful is it an honour and privilege to receive this franchisees. We've recruited 10 new prestigious award, the win is instrumental in fabulous franchisees so far this year. demonstrating how seriously committed we As the franchising industry is are to our franchisees. The business has becoming more mainstream, and the recently achieved an impressive 12 years of pet industry is growing, we're excited consecutive growth during difficult times for about what the future will bring.” the economy; McDonald’s puts this success - Joanne White, Founder and down to listening to its customers, people, and Company Director of franchisees, investing in what matters to them We Love Pets most and delivering freshly prepared, great tasting food at an affordable price.” - Abel Campos, Head of Franchising & Field Services at McDonald’s

Lifestyle & Franchisee of the Year “We are extremely proud and delighted to win this category. For our achievements to be recognised by the bfa is the pinnacle of our Multi-unit franchise journey to date. This award is Franchisee Award recognition for a team of 20 inspiring team members and over 500 amazing young people "Goldex and I are very grateful to be giving their all, week in week out, and going awarded as winners of the bfa Multi- above and beyond to create something quite unit Franchisee category; I would like special. Emily and I would like to say a huge to thank all my team at Goldex, thank you to them all. Thank you also to the bfa without whom this would not be for this wonderful platform and opportunity. I am possible. The bfa award is the biggest overwhelmed to also win the People's Choice accolade to win in our field and we are Award and I am taking this back for our team very proud winners." and everybody at Medway. Without them all - Diljit Brar, Managing Director of none of this would be possible.” Goldex Investments & Costa - Hayley Limpkin, franchisee The bfa HSBC Franchise Razzamataz - Medway Awards 2018 is taking place on 27th June.

Click here to book your place(s) to the awards PAGE 02 ceremony! Sandstone Yoga & Pilates promoting positivity at home and in the work place

With January seeming to never end, we speak to Michelle Nicklin, founder of Sandstone Yoga & Pilates on how she retains her and her networks health and wellbeing. Michelle has been practicing yoga for over 30 years, so she knows a thing or two about inner peace!

How do you beat the ‘January Blues’ to stay driven? Here are my top tips to keep myself driven well into the long January: · Clear out clutter (emotionally & physically). It is good to start a new year lighter in many ways, get rid of the baggage all round. · Don’t take on too many resolutions. Change one thing at a time & make sure you maintain that for 30 days to ensure the habit stands. · Try one day a week as a vegetarian & without caffeine. Get creative with your recipes, there is so much variety out there now.

How do you maintain well-being in the workplace? We encourage all of our studio owners to keep up their yoga & meditation practice. I have trained many yoga teachers over the years whose own well- being suffers when they start to take on too much. You cannot feed others if you are hungry yourself.

We encourage all of our studio owners to take a break from work during the day & have established a good network of support with our studio angels.

We encourage studio owners to support each other. Our first three studio owners have become friends & socialise with each other. I know they never feel truly alone as I know my HQ team go above & beyond for our franchisees.

We respect each other’s time & love our own time away from our businesses so we stay healthy & refreshed to serve our clients.

We encourage studio owners to have holidays & help them plan for this by recruiting the right people around them who can maintain our high standards.

In what ways does Sandstone Yoga & Pilates build a happy work culture? First and foremost Sandstone is a business. But we are underpinned by very strong values, culture and ethics, partly because of the business we are in.

We base our culture around an ethos of ‘support & challenge’ because together we are stronger if we are honest, open and supportive about what’s working and what we can all do better.

Especially with the franchise model, this requires clear communication, honesty and respect. So that is why we have developed an organisational ethos based around our three core values: Good communication – Setting clear guidelines and expectations is vital, as well as talking about issues when they arise Honesty – It’s easy to get along when it’s all going well. But sometimes people need help, or things need to change. We have to be honest at all times. Mutual Respect – franchises are a partnership where different people have different roles and indeed different styles. We need to respect that both ways because together we will achieve far more How do you keep franchisees engaged and motivated?

It can be heard to keep up energy in the longest and darkest month of the year, so here is what I do to keep my franchisees enthusiastic and motivated! · Having a family feel. Sandstone started in my attic and as we grow, we want to keep this feeling · Giving them space to be creative within the parameters of our brand · Daily contact – with encouraging messages & lots of praise · Monthly franchisee meetings where good practice is shared · Planning well ahead around joint campaigns, eg Valentine’s Day so there is always another way to engage clients. · Plan & research retreats both in the UK & overseas – who wouldn’t love that?

What are you 5 top tips on keeping the stress away?

· Take a break from the stressor Click here to visit · Practice yoga & meditation Sandstone Yoga & Pilates website · Eat well & regularly · Get outdoors regularly · Practice Yoga Nidra (deep yogic sleep but MUST be led by a trained expert) PAGE 03 Getting to know the bfa's Compliance department

Without standards where would we be?

Standards, UK reputation & influence The bfa compliance function and its work is critical to the bfa and serves the bfa’s core purpose, to protect UK franchising, provide enviable circumstances for growth and increase influence of the sector. The team works directly with members and prospects to support the understanding of UK franchising standards and more importantly adherence to the standards that are required to become a member and maintain membership status. This does mean that often the time taken to accredit and offer membership can be considerable but influencing change and strengthening frameworks throughout the process is critical to achieving a high reputation for UK franchising.

Standards to be proud of The bfa is one of the world’s largest self-regulatory franchising associations and is held in high regard globally within franchising and by World Franchise Council peers. The bfa does not seek to simply transact with the industry, but wishes to influence positive change and build strong trusted relationships with members that pride themselves with operating to the highest standards as their networks grow. This process doesn’t stop when a business if offered membership but is monitored throughout the ongoing member relationship including reaccreditations, upgrades and complaint handling between franchisors and franchisees where we seek to support parties to a resolution.

Individuals Matter To build strong franchise networks requires talented people, well versed in the sector and the standards. This is why the Qualified Franchise Professional Programme was developed. As with any formal training created by the association the compliance team is where the programme is born, ensuring that all outcomes are representative of the standards and enable people to achieve the very best understanding.

Leading by Example

Now in her 20th year at the association and in franchising Pip Wilkins literally cut her teeth in franchising and is well versed in numerous franchise models, sectors and challenges. Pip is in high demand internationally for her knowledge and in particular in relation to the standards based framework developed by the association. But Pip recognises the importance of the team supporting her and the association…

Experience that is priceless We all know that hiring talent can cost a pretty packet, so imagine having that available to you throughout your membership. The team supporting and influencing change across the industry at the bfa have over 80 years of franchising experience. You could say we know a thing or two about franchising! At the coal face, as franchisees, in franchisor businesses and working in countless trusted scenarios with franchisor businesses.

First line support Andy Dick and Carly Liaromatis have responsibility for guiding companies through the process of applying for membership helping those same companies through the upgrade and re-accreditation processes, as well as managing exhibition accreditations. They both have a solid understanding of the bfa’s ethical principles and what to look for in a good franchise agreement, operations manual and set of accounts. This team also administers the bfa’s QFP qualification alongside reviewing the on-going standards and implementation of change associated with this.

The team is always available for guidance and is happy to support any queries, in particular related to the following: · The standards for membership and exhibition applications; · Upgrading bfa membership; · Disputes; · Qualified Franchise Professional

PAGE 04 Preparing for a franchise exhibition Pip Wilkins speaks with Kate Dilworth of Right at Home on understanding and being ready for an exhibition

Pip Wilkins, CEO of the British Franchise Association (bfa), is adamant that you cast away the January blues and begin your franchise journey with a bang.

Begin your franchise journey I believe this is a month of preparation and bringing goals to life. So for those who have become interested in franchising, now is the perfect opportunity to get that all important due diligence done in time for the two major National Franchise Exhibitions that are being held in February. The International & British Franchise Exhibition in London Olympia is on 1-2 February and later the National Franchise Exhibition at the NEC in Birmingham on 15-16 February. The bfa is in partnership with both of these, ensuring that businesses who want to exhibit are members or will have to be fully accredited by us to be at the event. It’s important that while you do your own research, you also have quality time with industry experts who will cut out any noise that you would usually get from the limitless but not always useful info on the web.

Don’t get lost in the crowd Franchise exhibitions are big, so I would suggest that you carry out initial research on the attendees, workshops and seminars to ensure that you get the most out of your visit. Think about which sector you would like to go into and make a list of all those that will be at the exhibition.

Kate Dilworth, the Recruitment Franchise Manager of Right at Home, a homecare provider of premium quality care and support services to adults and older people, emphasised the need for groundwork before heading off to an exhibition: “A number of our franchisees joined Right at Home after we met them at an exhibition. They’d all made an initial enquiry beforehand, using the bfa exhibition to meet us for a chat. We recommend you carry out some research in advance, then when you are at the stand, you already have ideas to explore, and time to ‘browse’ and compare and contrast franchisors’ offerings.”

An instant connection Many go to the exhibition to find that special connection with a business, one that makes you think ‘that’s the one!’. One person who felt this was Dave Bellis, a franchisee for Radfield Home Care, a family run company which has been providing home care services for over 35 years. With both of his parents being diagnosed with dementia in recent years, Dave knew he wanted to own a business that provided quality homecare.

“I first came across Radfield Home Care at the National Franchise Exhibition in October 2017. I went along to the show in Birmingham to get a better understanding of what opportunities were available and to learn more about what’s involved with franchising. I knew I wanted to do something that gave something back to my local community, and older persons care was close to my heart as both my mother and father were diagnosed with dementia in recent years – which meant I had first-hand experience of the struggles of sourcing quality home care services. There are a number of home care franchises out there to research, but when I met Radfield at the exhibition, I immediately felt a connection with them.”

Bellis has now operated his Radfield Home Care franchise covering the northern Liverpool area since the beginning of 2018 and relishes being a franchisee.

Personal time with the pros Not only will there be plenty of businesses to look into, but there are many franchise expert-led businesses that are there to arm you with the proper information. These include solicitors, consultants and accountants, so it really is a time to take advantage of the free advice that is on offer.

Kate Dilworth agrees that it’s something that can’t be replicated in any other form of due diligence. She said: “When you speak personally with people in franchising, you gain a real-life, one-to-one insight of the industry, and its pros and cons. You’ll receive preliminary information about lots of franchise opportunities, all under one roof. Plus, you can ask questions and gather an immediate response.”

Click here to book your PAGE 05 free tickets to the exhibitions Real Franchise Story: Road to Really Awesome Coffee

This franchise story begun with a trip to a franchise exhibition and the rest is history

After spending 30 years in the hotel industry, managing hotels throughout the UK, Henrik Jespersen became dissatisfied with some of the aspects of his career. Being in charge of purchasing for a small group of hotels while managing properties for them in the absence of a manager for the last six years, it wasn’t where Henrik’s passions lay.

That’s when he looked into the fun and dynamic world of franchising. So why did he go down the franchise route? Henrik says:

“For the past 10 years I have found myself progressively chained to a desk, writing reports, compiling budgets & forecasts and not doing the things I enjoy most... looking after people. For a number of years I have thought about working for myself, by myself, and have looked at a number of franchise opportunities. My main reason for looking at a franchise has always been about branding and a proven business model. Having spent many years with Holiday Inns and McDonald’s during my early career, I understand the value and power of a good brand.”

One of the toughest decisions to make is to decide what business you want to commit to. It can be hard to find a business that shares your values and even harder to connect with them while researching online. This is why Henrik decided to visit a franchise exhibition and put some faces to brands; that’s when he came across Really Awesome Coffee, and thus began his franchise journey.

He says: “Over the past four years I have looked at a number of franchises but never really felt comfortable with the ones I saw. I came across Really Awesome Coffee at the NEC in February and was initially drawn by the Awesome Van. After spending some time talking with Lynne and Kevin, I knew that I could work with this team. Everyone I have encountered within the group seem really genuine and passionate about the brand. The whole process of starting up was open and honest. A real pleasure to work with.”

With his gut feeling telling him that this was a business that he could really be passionate about, Henrik became a franchisee for Really Awesome Coffee in the Leicester West area. Not only do you get to be a part of a well-known brand, but you receive support before, during and continuing the launch. Henrik has found this valuable, even with his many years in the hotel industry.

He says: “Although I have had coffee training within hotels, my barista training with my franchise support manager Laura was still informative and a lot of fun. The assistance given to me during my launch was excellent and really gave my customers a great impression. My follow ups have also been very productive and helped me develop my round.”

His life has well and truly changed since his visit to the franchise exhibition: “I have far less stress, every day passes by so quickly and each stop is like a new beginning. I see my family daily and am happy every day. I’ve also lost a few pounds.” So what advice would he give to someone looking into franchising? “The first step is the hardest but if you are in an unhappy place and want to make a change then you should take the leap, but it is very hard work and you need to be ready for that.”

Click here to read more PAGE 06 real franchise stories on the bfa website 8 bfa NatWest Franchise Survey gets record initial exposure

As an end of year treat, the bfa released its 2018 bfa NatWest Franchise Survey just before Christmas, and as we all know, it showed that franchising is in an extremely healthy state. The public relations team worked tirelessly to maximise sector specific and mainstream external exposure for both print and broadcast, and the result is a record reach so far for the survey, more than ever before so soon after the release. This is especially pleasing as Brexit-related news continues to dominate and tying down journalists and asking them to leave the topic for a little while did prove challenging.

Already, CEO Pip Wilkins has been on the BBC Radio 4 consumer affairs programme You & Yours, talking about the benefits of franchising in relation to the stats. She was joined by Steven Prime, franchisee at Esquires Coffee.

We also had a report on BBC South Today on the benefits of franchising. This was initiated between the PR team and business editor Alastair Fee. It was aired on January 4. There were short reports in the regional morning and lunchtime news, and the full report was aired on the evening regional news.

BBC South covers people living in , , West , , , , and , as well as parts of , and .

Depending on where you live in the south, you will have watched one of two versions. People around Oxfordshire and the surrounding areas watched a report featuring CEO Pip, Mary Wood, franchisee at The Detective Project, and Anjana Weerakkody, who runs a Card Connection franchise with her husband, Gayan.

The other report, featured around Hampshire and surrounding areas, featured Pip and Mary but swapped out Anjana’s report with that of Lucy Kyte, franchisee at Oscar Pet Foods.

You can take a look at one of the videos ran by BBC South, here.

And there have been other notable mentions on the survey from other prominent media groups. Forbes, Daily Mail, Daily Express, Yahoo News and even Nasdaq.com have reported on the findings to date.

The survey findings have also been mentioned in numerous business and B2B titles, as well as by our friends in the franchising media.

The PR team will continue to push the survey through the early months of this year, and also include it in future key messaging correspondence as part of a formulated plan to get franchising into the mainstream.

Pip Wilkins preparing for her BBC South interview PAGE 07 Five tips to banish stress and build a happy workplace

January, a month where there are most divorces, the weather is never nice and, let’s be honest, the equivalent of the least-liked sibling in the family (nobody really thinks they’re all equal).

But despair not! Here are five tips to beat the January blues and turn that frown upside down.

1. Sleeepzzzzzzz Most of the points on this list may seem obvious, but that doesn’t stop you from not doing them! This includes getting the right amount of sleep. A lot of people don’t get enough sleep, or in some cases too much. In order for you to function properly throughout the day and keep productive, it’s essential to start getting that bedroom routine down to a tee. No more screens just minutes before bed, so put away phones, tablets and anything else an hour before bedtime to ensure eight hours of bliss and snore away to your heart’s content.

2. Banish the biscuit tin I know it seems cruel, but it’s time to get rid of all the unhealthy treats that seem to constantly pop up in the office. While it may seem kind of you and your colleagues to buy office chocolates and biscuits, it’s not doing anyone any good. Instead, try bringing in some healthy snacks to share. Replace the biscuit tin with a fruit bowl and you will witness the difference in energy levels and productivity.

3. Up for a walk? So many jobs in modern culture rely on us sitting on our bums all day, which we can’t do much about. So it is up to us to try and sneak in some exercise when we can. Daily lunchtime walks could go a long way in getting in a little exercise and fresh air, which will boost focus and reduce stress. Doing this with a couple of co-workers will make it even better, which leads to the next point.

4. Work besties Forming close relationships with your co-workers allows you to share your thoughts, worries and challenges which will help with your self-esteem. We spend most of our time at work, so it’s important to have people that we can trust and talk to. You can also develop each other’s skills and abilities by learning from each other.

5. Nobody is perfect Give yourself a break if you don’t always follow these tips. Nobody is perfect and you shouldn’t spend every moment of your life trying to be; it will only lead to stress! These suggestions are to help build healthy habits and by making small changes, you will hopefully begin to banish the anxiety and start being a part of a happier work culture.

Let’s be honest, January is still rubbish, though!

PAGE 08 New member Q&A: Window to the Womb The bfa speaks to Mark Witter, Partner at Window to the Womb

1. Where did the idea for Window to the Womb come from?

Window to the Womb was initially created by a Nottingham based family in 2003. They were operating one unit in Nottingham which my partner and I happened to drive past in 2011. We were intrigued so we walked in. We loved the concept and saw an opportunity to expand it. Our background is franchising so we partnered with the family and launched the franchise model in 2014. Since then we have opened 36 franchise units in the UK, bought out the family and turned a small family operated concept into the largest provider of diagnostic obstetric ultrasound scans in the UK; all in less than 5 years! Window to the Womb now scans in excess of 120,000 women per year.

2. Why have you decided to join the British Franchise Association?

There are 2 main benefits of membership and reasons that I was keen to have Window to the Womb as members: · The fact that our franchise partners can be confident that the franchise model that they have invested in is operated according to an established set of standards, ethics and values. An independent validation of the franchise model if you like. · The opportunity for the brand to have the independent accreditation of being full members of the only recognised franchise association in the UK.

3. What are the biggest challenges that Window to the Womb has faced so far?

Our primary challenge has been to balance the need to develop the concept from a qualitative perspective with the pressures of scaling it to achieve the national presence that was so essential to establishing the brand. We were very aware that scale provided barriers to entry so this was a key competitive strategy but equally we operate in the medical sector, so standards of compliance, service and care are critically important to the reputation of the brand.

4. What is your proudest moment as a business?

Opening the initial franchised unit in 2014 and seeing all the years of preparation coming together was momentous. We’re equally proud of ending 2018 with 36 clinics, coverage in all 4 home nations and becoming the nation’s largest provider of pregnancy scans.

5. January is a tough long month for most people, how do you keep yourself and your network motivated?

Unusually, January is one of our busiest months. The disruption of the Christmas and NY periods leads to a concentration of demand for scans in January so there really isn’t any need to keep our organisation motivated. Our pregnant mums do that job for us!

6. What is your vision for the future of Window to the Womb?

We will relentlessly continue to evolve our brands to consolidate our reputation as the most trusted provider of pregnancy scans across the UK. Easier said than done. We operate a medical business and reputation is everything. Women will simply not place their trust in an organisation at such an emotional and important stage in their lives if they have any serious doubts about the quality and safety of the service and care that they will receive.

Click here to visit Window to the Womb's PAGE 09 website Legal Issues in Franchising Specialist Seminar Thursday 7th February | Heart of England Conference Centre, Coventry

After 2018’s sold out seminar, we are thrilled to announce our bigger and better Legal Issues in Franchising where we will look into various aspects of business law that affects your business and the overall franchise landscape. Featuring expert speakers from the field of law, we have no doubt this seminar will provide you with some vital insights that will have a positive impact upon your business.

Below you can find the confirmed speakers and their topics "The Legal Seminar is extremely good value for Back to Basics - What Should (and Should Not) be in your money. I make a point of Franchise Agreement attending it every year, Nina Moran Watson because I find it a great way to keep up to date with what's happening legally in What Happens When Things Go Wrong? the industry." John Pratt - Simon Batholomew QFP Oscar Pet Foods The Great Escape - Franchisee Escape Routes Roz Goldstein

Q&A Speed Panel Gig Economy - Jane Masih Misrepresentaion - Fiona Boswell "Lots of topical Franchise Advisory Councils - Damian Humphry subjects, great advice Franchise Resales - Nicky Broadhurst and lots of practical tips! Really useful for International Considerations in Franchising franchisors." Iain Bowler - Cathryn Hayes QFP Revive! Auto Innovations Legalities of Technology Pauline Cowie

Protecting your Intellectual Property & Trademarks Emma Lusty Click here to book your place!

PAGE 10 Upcoming bfa events and dates for the diary

The bfa team are exhibiting at The British & International Franchise Exhibition this weekend (Friday 1st February - Saturday 2nd February) - make sure to pop over and say hi!

Sign up for free tickets here

February dates to add to the calendar:

Thursday 7th February - Legal Issues in Franchising, Specialist Seminar at Heart of England Conference Centre, Coventry

Friday 8th February - bfa HSBC Franchise Awards, entries officially close for both franchisor and franchisee

Friday 15th - Saturday 16th February - The National Franchise Exhibition, NEC, Birmingham

Monday 21st February - QFP - How to Monitor Franchisees' Performance

"You must do the Until next time... things you think Case closed! you cannot do." — Eleanor Roosevelt PAGE 11