My wife and I went to a local gem in Denver for breakfast today called Snooze.

Our waiter said his name was Benny and that he would be taking care of us.  The only word to describe him is ‘jovial’.  From his ear to ear grin and his light ginger hair, to his witty banter and child-like enthusiasm, he described the special pancake of the day, gave recommendations, and took our order.

I ordered hot tea and a few minutes later he returned with a waitress by his side to ask what type of tea I wanted.  When I asked what type of black tea they had he turned to the waitress who smiled and said, “Benny’s training today” which brought an even bigger smile to Benny’s already happy face.  The waitress gave me my options, Benny took my order and off they went.

Snooze is one of those places that prides itself on creating unique versions of our favorite breakfast foods and they never disappoint.  One tip – you won’t find it on the menu, but locals know to order it – ask for the Cinnamon Roll Pancake, you’ll thank me later.

Throughout our incredible meal, Benny came back to check on us, top up coffee, and clear away dishes.  The consummate waiter and always with a huge smile and a friendly word.

After I paid the bill, Benny wished us a “Good everything” for the rest of our day, and we were getting ready to leave when the waitress who was training Benny also stopped by to wish us a nice day.  My wife, always eager to praise good service, said that Benny was doing a great job.

We expected her to say thank you or that she’d let him know or something like that.  What we didn’t expect was her response.

“Thank you.  Yeah, Benny is our Head Chef and he’s learning how to serve”

We immediately called Benny back to tell him how much we loved the restaurant and to thank him for both our meals and our experience.

I had watched Benny during most of our meal because our table was situated near one of the server stands where they input orders and such.  Not only was Benny taking orders and distributing checks and collecting payments, he was doing it all.  Refilling water and coffee, getting hot sauce or ketchup on request.  I watched him meticulously fold napkins with silverware for when tables were cleared.  He was very careful to line up the silverware and slowly and tightly roll them up in the napkins so that they were all presented the same.

This wasn’t just something he was supposed to do.  He was enjoying himself.  It was clear in his demeanor, in his attitude, and in his work ethic.

Business leaders in every endeavor can all learn a lesson from Benny.  Great leaders DO.  They don’t just sit in their corner offices and delegate.  They get out and learn what it’s like to be in the trenches.  This wasn’t just an exercise in shadowing an employee, Benny dove in head first.  He did all the work and he did it well.  I know when his stint as a wait staff is over and he returns to the kitchen he’ll have a better understanding of what his customers expect and what their experience is like and he’ll also have a much better appreciation of what his wait staff go through in completing the experience for those customers after he makes their meal.

Without question, Snooze will be a better restaurant for the time Benny took this week to learn a new skill. I know Benny will be a better Chef and leader there.  Then again, it’s because of people like Benny that there’s always a line out the door not matter what day of the week you go to Snooze.

Great leaders DO.  Businesses with great leaders show it.

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