The older cashier shifted uneasily. “Mr. Ellis, we didn’t know it was you,” she stammered, trying to justify their behavior. But Jordan shook his head gently.

“It shouldn’t matter who I am,” he replied. “Every customer deserves kindness and quality service, regardless of their appearance or how much money they have.”

The young cashier looked sheepish, tucking her phone into her pocket, finally understanding the weight of her neglect. Jordan’s words were not just a critique but a call to action, an appeal to the inherent goodness he knew resided in his team.

Jordan spoke with each staff member individually, listening to their concerns and suggestions, fostering a sense of ownership and pride in their work. To the older cashier, he offered a gentle reminder of the empathy that had once defined her interactions. To the younger one, he suggested training sessions that focused on customer service and engagement.

The next day, Jordan implemented changes that would restore his diner’s original charm. He introduced a “pay it forward” board where customers could pre-purchase meals for those in need. He revamped the menu, ensuring that every item served was fresh and delicious. He even arranged for monthly staff meetings to cultivate a supportive and communicative environment.