DALLAS Best-in-class companies actually allow themselves to be worst in class at their weaknesses, according to Frances X. Frei, a Harvard Business School professor and expert on service excellence. It is a concept that many found difficult to swallow at this month’s Multi-Unit Foodservice Operators conference, as restaurateurs and foodservice executives typically strive for perfection on all fronts. But Frei, best known for her work researching the most successful service-based companies ...

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