While visiting the Palm restaurant in Orlando, Fla., one Saturday night this year, John Bettin had a flashback to 30 years earlier, to the start of his career.The president and chief executive of the Palm Restaurant Group, Bettin was doing what he does at least 10 days a month–visiting one of the Palm’s 28 outlets to raise employee morale, trouble-shoot operations and probe customer satisfaction.But during the predinner service staff meeting when employees were introduced to their “special ...

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