Operators who provide exceptional service have a better chance at surviving an economic downturn, even if theyā€™re experiencing lower customer traffic and spending, says ā€œservice 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 Marriottā€™s Service ...

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