Not every service standout earned that distinction by indulging customers’ every whim and preference. Some of the hospitality industry’s most admired brands garnered respect in part by drawing a firm line and refusing to cross it, no matter how much business was at stake. They simply tell customers, Nope, ain't going to do that. 

This week’s episode of Restaurant Rewind looks at several of those sticks-in-the-mud, what they’ve refused to do, and why. And, as listeners will hear, these are not the industry’s marginal brands. We’re talking about revered operations like Chick-fil-A, Texas Roadhouse and Marriott.

Learn more about their stubbornness by pressing “Play.”