How an Undercover Visit Helped One Diner Owner Rediscover What Really Matters
When Michael Carter slipped into his own diner dressed like any other customer, he expected to notice small operational hiccups—a slow server here, a missed order there. Instead, he felt an immediate disconnect. The once-welcoming space he had built from the ground up no longer carried warmth. Customers were rushed, staff interactions felt tense, and… CONTINUE READING »