James Greco, chief executive of Bruegger’s Enterprises Inc., acknowledges that the Burlington, Vt.-based Bruegger’s Bagels’ concept has had to mend a hole or two in its growth plans over the past 26 years. However, he says, the bakery-cafe chain’s focus on guest service has helped keep the brand rolling forward even during these tough economic times.Known as GUEST—an acronym for “Greet,” “Urgency,” “Eye contact,” “Smile” and “Thank you”—Bruegger’s evolving guest-service ...
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