A co-worker and I were sharing recent experiences at two different casual dining spots.  What we had in common? A poor execution of a menu item.  What turned out to be the defining differentiator?  Management’s response. Here’s what happened: I ordered a menu item that I had not tried before, on the recommendation of my friend and dining partner.  Nothing fancy:  just a tuna sandwich on Focaccia bread.  The restaurant is one of my new favorites....

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