The National Restaurant Association’s (NRA) 2012 Restaurant Industry Forecast recently identified the top five elements that drive a consumer’s decision when choosing which quick-service restaurant (QSR) to frequent: food quality, value for price paid, service time, convenient service/delivery and convenient ordering options.

Each of the items on the list can make or break your restaurant’s bottom line. But if you ask me, one of the most significant elements was left off the list: a restaurant’s front-line staff. This is the only variable with the ability to influence the other five. So, how do your employees influence each factor, and how can you ensure that they consistently deliver?

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