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Equally important, it helps refine who you are as an organization. For example, I suspect that the restaurant did not have a quantity of stopwatches in its inventory prior to deciding to toss "Five minutes or it's free" into the world. I suspect that the order forms were modified to accommodate the claim, that the wait staff was trained in the processes to implement it, that some items came off the menu and others were added, and that there were some cooks who don't work there anymore because of their inability to be who the restaurant said they were.
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