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Frontline Employees – Brand Ambassador or Brand Assassin?

Earlier today I met a colleague for a business lunch meeting at a new restaurant that has just opened.  This restaurant is part of a well-known chain in the city and enjoys steady customer traffic. On the menu is a delicious 1/2 pound burger that is advertised as "cooked medium" and so I ordered the $8.00 protein brick with much anticipation. When the burger ...

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