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A voice rises across the dining room. One customer is clearly furious, the server is flustered, other diners are watching. The temperature is rising. You’re the manager. What now? Here are three options often seen in the wild. One: Storm in, shove your server aside, apologise like mad, blame your staff, and promise heaven. Later, […]

How often are we tempted to put on a good show, tell a made-up story, sell an illusion? A Potemkin Village is something built or staged to give a false impression of prosperity, success, or good order. It’s a facade that hides a less flattering reality. The term comes from a story that’s probably exaggerated. […]