My observation of the restaurant scenario you presented [Editor's Space, May: Customers Who Just Won't Leave] provides good operators with a chance to “show and know” their professionalism and at the same time build a legendary guest service reputation with employees and guests. Specifically here is how we would handle the challenge: We would not be inclined to have a “manager” or “hitman” handle the situation, as we would want to build confidence in our serving staff that we as owners ...

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