CHAIN REACTION: Happy staffers help create happy customers - and sweeter profits. At O'Charley's, it's a matter of keeping "The Promise." At Panda Inn, it's as simple as a server remembering that a customer had visited the month before to celebrate a birthday and asking how he enjoyed it. At Johnny Rockets, part of the strategy involves drawing a smiley face with a ketchup squeeze bottle on an empty, white plate. Each instance occurs in the splinter of a moment during the course of a ...
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