Feel your customers’ pain

Operators who provide exceptional service have a better chance at surviving an economic downturn, even if they’re experiencing lower customer traffic and spending, says “service guru” Bob Brown, owner of Bob Brown Service Solutions in Ashburn, Va. The author of the Little Brown Book of Restaurant Success and the Big Brown Brook of Managers’ Success, Brown has been consulting with restaurant and hotel operators for the past seven years. He pioneered Marriott’s Service Ex

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