At 12:30 p.m. on July 27, 1991, I went to a well-known Denver-area sports bar. I remember the time and date so exactly because that’s the day a server recommended, and I tried, a “Garbage Burger” for lunch. That experience changed forever the way I would think about the connection between the customer and the customer-facing crew. In fact, it opened my eyes to a completely new way of looking at service and selling in the restaurant business.
The night before, I participated in a