Coffee. It’s the hot, black beverage served at the end of the guest’s stay, sometimes with dessert. It’s dropped off right before the check. It’s ubiquitous, expected, and for many restaurateurs it’s a simple necessity. Coffee is profitable, routine and for far too many establishments, it doesn’t merit a second thought. One of the fundamentals of the restaurant business is listening to customers. And listening doesn’t always take the form of verbal cues or the occasional comment card. ...

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