On Dave Westbrook’s first day behind the bar of a multiconcept restaurant chain, a couple came in to celebrate their anniversary. The bartender gave them a couple of shots of tequila on the house, but told Westbrook not to ring it up because management would not approve. The bartender, however, didn’t know Westbrook was not a real staff member of the restaurant company. He was a “mystery employee.”Much like a mystery shopper who patronizes a restaurant incognito to ascertain the level of ...
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