There is a burger chain in the United States called "Five Guys Burgers and Fries". They, GASP, do not advertise. Their secret to success is a great product (lots of grease and to hell with politically correct food) and great service. Their service comes from frequently having secret shoppers go through the store. Employees are rewarded handsomely for high ratings and they never know when the secret shopper will strike. Seems simple right? This approach has turned the Five Guys franchise into one of the fastest growing in America.
Speaking of burgers, Burger King franchisees are suing the corporate head office. Burger King has demanded that franchisees sell certain product on special with a lid on how much they can charge. Many franchisees are saying it is seriously effecting their bottom line. Details here Burger King