Operators who provide exceptional service have a better chance at surviving an economic downturn, even if theyāre experiencing lower customer traffic and spending, says āservice guruā 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 Managersā Success, Brown has been consulting with restaurant and hotel operators for the past seven years. He pioneered Marriottās Service ...
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