On a quiet Monday morning, Michael Carter, owner of Ellis Eats Diner, walked into his restaurant in disguise to see what was really happening. Complaints about slow service and unfriendly staff had piled up, and he wanted to understand firsthand.

Inside, he noticed the warm, welcoming atmosphere he remembered was gone. Customers were ignored, and employees looked stressed. Listening quietly, Michael heard them share frustrations about feeling unsupported and overlooked.

He revealed his identity, not to scold, but to listen. Over the next few days, he improved schedules, offered training, and created ways for staff to share feedback. Slowly, the diner regained its friendly vibe. Customers noticed, staff felt valued, and Michael was reminded: a business thrives not just on its menu, but on the people who make it run.