NorthJersey.com:
Sertinos Café, a Portland, Ore.-based restaurant that specializes in gourmet coffees and fresh-made sandwiches, has opened its first East Coast outpost on Kinderkamack Road in Emerson.
The restaurant, owned by franchisee Scott Novak, is hoping to grab some of the North Jersey market for those who want to stay and linger over an espresso or panini [...]

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Wisbusiness.com:
Potbelly Sandwich Works, the popular neighborhood sandwich joint renowned for its toasty warm sandwiches and hand-dipped shakes, announced today that it is providing Green Bay, Appleton, and Racine investors the opportunity to own and operate their own stores through a new franchising program.
“Our top priority with the franchising efforts in these cities will be [...]

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Blackpool Gazette:
A town centre eaterie destroyed in the Yates’s fire has risen from the ashes.
When the Subway sandwich store became one of the victims of the devastating blaze in Blackpool, franchisee Phil Hough feared the worse.
His Clifton Street business lay in ruins following the inferno and he feared he would lose everything.
Mr Hough was forced [...]

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So tonight I am Firehouse Subs for dinner enjoying my usual hook and ladder sandwich when something strange happened. Two girls came walking in with the intent of eating, both left without placing their order. Here is what happened…As the two young ladies (likely mid to late 20’s) came in, the man making the sandwiches commented to one of the girls ” I cant let you come in here wearing that shirt”. This particular young lady was wearing a Florida Gators shirt. Without so much as demanding an

GlobalAtlanta:
A Shanghai, China-based enterprise business software firm with North American headquarters in Atlanta is aggressively expanding its footprint in its home country.
CDC Software, a subsidiary of Hong Kong-based CDC Corp., has reached deals with seven companies to resell its products in China as part of an effort to make the Asian nation its second-largest global [...]

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Firehouse Subs is a chain of sandwich restaurants. They claim they were founded by real firemen. From time to time, they issue special “hero cups” for their soft drinks to honor fire fighters who have displayed “incredible acts of bravery” to save others. In the current campaign, they’re honoring five alleged “heroes.” No, they’re honoring four real heroes, and one affirmative action fraud who was only chosen because she’s not a white man.Ryan Cooper is the first hero – when a plane crashed

I met a group of gals for lunch today at a local Firehouse subs. As we sat on the outdoor patio, I noticed this man far down the shopping strip coming out of a grocery store. He had on baggy pants, shirt, baggy jacket and scraggly hair. He was only carrying a jug of orange juice.

As we ate, I watched as the man would take a swig of juice, set the jug down on the sidewalk before him, and do this repeated pattern of brushing his pant legs, scratching his knees, and repeatedly brushing the sidewalk with his hands. Then he would pick up the jug and continue walking.

Everyone was staring of course trying to figure out what was going on. I put down my sandwich. I watched as the man got closer, and he actually stopped near out table and did the whole thing over again. Everyone could only stare as he continues ALL the way down the sidewalk continuing to do that while whispering to himself.

Do you think that was OCD? Should someone have called the cops or someone to help him?

Firehouse Subs is a chain of sandwich restaurants. They claim they were founded by real firemen. From time to time, they issue special “hero cups” for their soft drinks to honor fire fighters who have displayed “incredible acts of bravery” to save others. In the current campaign, they’re honoring five alleged “heroes.” No, they’re honoring four real heroes, and one affirmative action fraud who was only chosen because she’s not a white man.Ryan Cooper is the first hero – when a plane crashed

I have worked in hotels and other service jobs and have found this policy to be not only a lie, but counterproductive. Consider these examples.

1. I used to manage a pizzeria. We used to just give in to rude customers, even when we knew they were at fault. We found that these customers would usually come back, but that they would always be rude and usually find some way to get their food free or discounted. Finally the owner had enough, and he told me that I could cut these people off. We could even tell them to go somewhere else and even refer them to competitors. When we did this, these same customers stopped complaining and still kept coming back. We found that our profit margin increased by about 5% (a lot in food service). The stress level around the workplace also lowered.

2. The hotel I currently work at is not a franchise. Our policies have been a little harsh, but they have brought less stress on us. If a customer is very rude to us, even if they have a right to complain, often we won’t bend for them. But if a guest is pleasant and professional (you can be upset and still do that), we do everything we can for them. Just a few months ago a couple on their anniversary didn’t have a good stay due to some loud guests. While we can’t control our guests, we gave the couple a certificate for a free stay and free dinner (no restrictions) because they were so professional and courteous. We also felt bad for them. We abandoned the customer is always right belief and have found that our business has not been harmed. Matter of fact, our business has increased about 50% and our profit margin has increased by about 4% (rude customers love destroying hotel rooms). Once again, the stress level has been lower.

So is it just a coincidence or is the customer is always right belief counterproductive? Your thoughts?

Note: The pizzeria has the luxury of being the best pizzeria in town. I have yet to find a pizzeria with better sandwiches or better specialty pizzas. We also were in the Guiness Book of World Records for having the largest commercial pizza.
The hotel isn’t very special, except for the fact that it’s the only one in the city with a restaurant and bar. Honestly I don’t consider it to be very special nor is it the best hotel I have worked at nor stayed at… by far.
dudedud… but if these right customers are always getting their product/room for free or for a substantial discount, how are you making money? Statistics also show that companies that have abandoned this policy have lower health care costs for their employees. That’s another money saver.
v b: Both scenarios happen all the time. I have had to rent out maintence rooms before. One time some guests were so desperate we let them stay in a conference room with cots. They were able to use the pool showers and bathrooms. We didn’t charge them for the stay. They were return customers desperate for a place to stay. We accomodated them at cost to us and at no blame of our own. But since they were nice, we did it for them. Heck, at one hotel the manager let the frequent guest stay at her family’s home (very frequent guest, don’t try that one often). Once again, he wasn’t picky and was pleasant so we helped him out.

Daily Comet:
A young businessman with diverse holdings is adding a regional barbecue chain to the mix.
Edward Thibodeaux and his wife, Angelle, have purchased the franchise for VooDoo BBQ & Grill, a growing Baton Rouge-based chain that serves up brisket, ribs and other barbecued goodies.
The next question is where in Houma the restaurant will be placed.
“Basically, [...]

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