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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.

Operations

This week’s restaurant nightmares: Sick and tired

By Peter Romeo on Nov. 15, 2017

The pain foisted on restaurants this week wasn't always deserved—just ask Chipotle. But that's what made those predicaments so nightmarish.

Leadership

6 stunners from Chick-fil-A’s CEO

By Peter Romeo on Oct. 31, 2017

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

Operations

Chipotle revises its turnaround plan

By Peter Romeo on Oct. 25, 2017

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.

Marketing

6 horrors of gift card programs

Sponsored content from our partner Paytronix on Aug. 31, 2017

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.

Union Square finds success, but with steep learning curve

By Peter Romeo on Jun. 27, 2017

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

Customers’ top service picks

By Benita Gingerella on Mar. 28, 2017

Consumers say these restaurant chains provide the best guest pampering.

Operations

This week’s restaurant nightmares: Really?

By Peter Romeo on Mar. 08, 2017

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

Marketing

On-the-spot guest recovery

By Amanda M. Westbrooks on Nov. 14, 2016

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