Edit

customer service

Marketing

This week’s restaurant nightmares: Language, people

Jack in the Box was dead-on in figuring a suggestively worded ad campaign would stir controversy. The same sort of foresight might’ve helped an upstart chain from sounding racially insensitive. But the true recent nightmares were the actual ones reported by restaurant employees.

Operations

How third-party deliverers stack up on service

A test by 1,400 mystery shoppers shows some definite differences in wait times and the management of expectations.

Dan Cathy provided a number of surprises during a keynote presentation at the Global Restaurant Leadership Conference. Here's a sampling.

The updates include changes in the chain's catering program, new digital enhancements, and a contribution from a Starbucks veteran who's been brought onboard.

Gift card programs are beneficial for top-line revenue, but at the same time, they can become a drain on accounting resources and add friction to franchisee relationships.

Gift card programs are beneficial for top-line revenue, but at the same time, they can become a drain on accounting resources and add friction to franchisee relationships.

The most celebrated success with a no-tipping model says the transition wasn't as easy as it expected.

Consumers say these restaurant chains provide the best guest pampering.

Only a stretch can explain this week's blunders, mishaps and cons.

Complaints are unavoidable in restaurants. But how operators handle issues often dictates consumers’ brand perception, as well as their willingness to return.