It’s the food, stupid. You can brag on and on about your meals per man hour, your production efficiencies, your computerized back of the house, your balance sheet, your purchasing systems, your smart-looking servery. But if the customers don’t like your food, forget about it. You’re dead, doomed, out of luck. Sometimes the food really is crummy. You may have inherited the situation, or have been brought in to turn it around. Bad food can be a one-time, accidental ...

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