How to Build Your Dream Franchise

Courtesy Company
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Thank happy customers.

Tankel deals with customer feedback in an unconventional way. For negative comments, Tankel says, "We say to customers, 'We will use this as a training example for our staff, and please come and join us again and we're sure your experience will be much better.'" But send in a glowing review, and Apple-Metro says "Thank you very much; we'd like you to come in for a free desert for taking the time to say something nice." Tankel's theory? "We want to build on the positive, not on the negative."