I walked in about 3 minutes before they were scheduled to open and Rich asked me to just hang out a minute while he gathered his crew for their pre-work day pep talk.

He started by reading them all a negative review that someone had left the restaurant, and then encouraged everyone to do better.

The review was harsh and it was obviously exaggerated but he encouraged his employees to take it all at face value. He said it wasn't their place to judge the accuracy of someone else's experience. It was their job to make sure each customer felt valued and listened to.

He then talked about some upcoming challenges, asked his guys to improve their efforts, and apologized for not being a better leader.

In short, it was an impressive display of management. I was very impressed.

And now my food just came out and it smells delicious as usual.