Sometimes, the best way to understand what’s happening within a business is to step away from the executive office and experience it like everyone else. That’s the realization Jordan Ellis came to after months of hearing customer frustrations about one of his earliest diners. Instead of relying solely on reports or secondhand feedback, he chose a more direct approach—he dressed like an ordinary guest, walked through the front doors unnoticed, and paid attention to the details many leaders overlook. For anyone responsible for a team or business, this first step—seeing daily operations firsthand—can be eye-opening.
Once seated, Jordan quickly learned that the familiar look of the restaurant didn’t guarantee the same welcoming spirit it once had. By observing interactions, he discovered the real issue wasn’t the menu, the décor, or even the pace—it was the way customers were being treated. Staff showed little patience, offered no greeting, and dismissed simple requests. This highlighted an important lesson for any workplace: a warm environment isn’t created by branding or design, but by people who take pride in their roles. Listening without interrupting, watching without reacting, and gathering honest impressions can help leaders pinpoint where meaningful change is needed.
The turning point came when Jordan revealed his identity and addressed the behavior directly. Instead of escalating emotions, he calmly explained the company’s values and why every guest deserved respect. Taking action—temporarily suspending employees, meeting with the manager, and reinforcing expectations—demonstrated accountability. This step matters in any leadership role: correcting issues respectfully but firmly protects both the business and the customer experience. It also models the behavior teams are expected to follow.
Finally, Jordan didn’t stop at corrective action—he focused on long-term improvement. He implemented mandatory service training, encouraged hands-on leadership, and committed to working future shifts alongside his staff. This final step is essential for lasting change: create structures that support growth rather than relying on one-time fixes. By returning to the heart of his business and showing up with humility, Jordan reminded everyone—including himself—that success is sustained through kindness, consistency, and genuine connection with the people you serve.
