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  "documentTitle": "Buffalo Wild Wings (BWLD)",
  "authorId": "07_Marcato",
  "authorName": "Mick McGuire",
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  "presentationDate": "2017-04-20 00:00:00",
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  "notes": "The slide uses a 'villain' framing technique to dismiss management's narrative.",
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      "kind": "quote",
      "text": "I came in to watch my playoff hockey game. Kim was my bartender and I was pleasantly surprised to find that she herself was a huge hockey fan. She made my experience so much fun...",
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      "kind": "quote",
      "text": "...a group of 25-30 people came into your restaurant unannounced. Your employees welcomed us with a smile... our server was Terrence. He was phenomenal... your team exceeded my expectations...",
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      "text": "...a GROUP OF 25-30 PEOPLE came into your restaurant unannounced. Your employees WELCOMED US WITH A SMILE, and we were seated quickly. Our main server was Terrence. He was PHENOMENAL. He was CHEERFUL, FRIENDLY AND EXTREMELY HELPFUL, and our service was fast and FLAWLESS. Our boys are 14, and we were in town for a SOCCER TOURNAMENT. Your servers ENGAGED with them and handled our table with ease. YOUR TEAM EXCEEDED MY EXPECTATIONS of large unannounced groups in restaurants. Thank you so much. KEEP DOING WHAT YOU ARE DOING. — Anonymous Guest Comment",
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      "kind": "title",
      "text": "MANAGEMENT PAINTS A ROSY PICTURE OF THEIR COMMITMENT TO GUEST EXPERIENCE...",
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