Gold Star Chili

The Morale Boost

Money is tighter. Consumers are crabbier. So are many employees. But some executives say the recession has made it even more important for chains to leverage better service into happier patrons.

“Customers have limited funds these days and use more discretion with them,” says Tom Coba, Subway’s chief operating officer. “Their expectation is that they’re going to get good service, or they’ll go somewhere else.”

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