Changing the message
(Continued from page 1) Franchisors and franchisees should be concerned about the effect that their reactions to the health care act have on current employees, said Matthew Mabel, president of Surrender Inc., a Dallas-based hospitality and management consulting firm. “Hospitality and anger do not coexist in the same space,” Mabel said. “No restaurant company can survive without good will from their employees and guests. Operators who voice their frustration risk ...
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