The 24-hour diner in Gary taught me more than any management book

I sat at a counter stool by the window last Tuesday and watched the night cook handle a drunk guy, a crying waitress, and a broken coffee machine all in 20 minutes without losing his cool. He didn't have a title or a binder of policies, he just knew who needed what and when. Why do we act like running a team needs all this corporate junk when a guy flipping eggs at 3am has it figured out?

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