So many times in the restaurant business, it simply comes down to service. Are customers getting hot food hot and cold food cold? Are they getting drink refills quickly? Do guests get the check right after dinner, or do they want to linger? Is the order at the drive-thru correct? I’ve never worked in a restaurant, and I don’t think I could take the heat of being a server. Nowadays, especially, customers are more discerning than ever, and a bad experience can cost a brand ...

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