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Food selection and quality has come a long, long way from where it was when we first began taking these trips in 1996.

Next, to another wonder woman getting dissed at a burger joint in niagara falls, canada. >> some incredible story. aretha franklin, the queen of soul, got no respect at a johnny rocket's, that is. the 72-year-old singing legend ordered takeout there, but when she went to sit down at a table just to wait, she got yelled at by a waitress. >> oh. >> the tables are there for patrons only eating in. >> she should have started singing "r-e-s-p-e-c-t." >> let's hear it, come on. >> so franklin actually started leaving without her burger and cherry coke. johnny rocket's had to apologize for the action...

Be our guest card to come back another time. so solving the problems here and now. ♪ >> any small business owner out there, when i was promoted to ceo of the company, one of the things i immediately started doing was having our manager and employees above to spend a week in the restaurant. i think it is absolutely critical you see our business through the eyes of the employees that are out in the restaurants doing the real work. i find it really important to ask questions. if your focus is on how to make their job easier, they will be better because of it. ♪ >> one of the things is when i ...

Walk away with a pen, they might as well have our brand on it versus somebody else's brand. so we took that and solved that by shipping out every six months we ship out hundreds of pens to each restaurant. as you run your business, never lose sight of the branding elements wlrks it is having your logo on the glass you serve or a specific pen like we have with johnny rockets pens. that's important. you have a lot of chances to make impressions. ♪ >> and the restaurant industry to me, the single most important thing you can have is customer service. the way i judge customer service is my tips ...