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Shuffling Off to Buffalo
Shuffling Off to Buffalo I’m on my way to Buffalo, courtesy of Southwest Airlines. No, they didn’t give me a free ticket. My “direct flight” from Hartford is heading to Buffalo for fuel. Why? I have no...
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Perfection
Dessert at the Chatham Bars Inn Why is it that businesses seek perfect levels of customer service, yet few are able to achieve this goal consistently? I have my theories on this, which I will explain...
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What Do You Do When Your Brand Goes Downhill?
I just got back from NYC where I attended a meeting in what used to be the jewel of boutique hotels–The W at Times Square. Judging from what I observed, and some of the complaints I heard from those...
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How to Fill the Empty Seats in Your Restaurant
Restaurant owners are complaining that they are unable to fill the empty seats in their restaurants. Please, give me a reason to return to those days when it was fun to dine out. Here’s what I mean by...
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