Shaquille O’Neal was used to being famous—from his amazing basketball career to his fun appearances on TV and in ads. But besides all that, he was also a businessman who owned a growing restaurant chain called Big Chicken. As the business expanded, Shaq wanted to know what it was really like for regular customers. Reports and numbers told him some things, but he wanted to see it with his own eyes. So, he decided to go undercover.
He didn’t make a big deal about it—no cameras, no crew, just him in a hoodie and baseball cap. He picked a busy location in a shopping area so he could blend in. Trying not to stand out, he walked in with his shoulders down and sat at a table in the back, quietly watching how things ran.
The restaurant was busy, with a sports game on the TVs and people chatting over their meals. A hostess named Carmen walked by, smiling as she carried silverware to a table. It seemed like the kind of place Shaq always imagined—friendly and inviting for families and friends. But after a while, Shaq realized something odd: no one had come to his table.
He watched as other customers, who came in after him, were quickly greeted and had their orders taken. Meanwhile, a waiter in a black apron passed by his table several times without even looking at him. Shaq waited, thinking it was just a busy night. But after almost ten minutes of being ignored, he raised his hand to get the waiter’s attention.
The waiter stopped, glanced at him, and sighed like he was annoyed. “We’re busy right now,” he said. “You’ll have to wait.” No greeting, no offer of water—just a rude dismissal before walking away.
Shaq was shocked. This wasn’t what he wanted his restaurant to be like. Big Chicken was supposed to be about good food and making people feel welcome. Instead, he felt ignored. Instead of causing a scene, he decided to take a different approach. He stood up and went toward the open kitchen, hoping to get a better idea of the service.
There, he saw a young woman named Anissa, who was quickly organizing plates. Despite the rush, she smiled at him warmly.
“Good evening,” she said. “Has anyone helped you yet?” “Not really,” Shaq replied, keeping his frustration calm. “I was hoping to place an order.” Anissa looked concerned. “I’m so sorry for the wait. Let me take care of that for you.” She quickly entered his order—just a burger, fries, and a soda—and assured him it would be ready soon. While she worked, Shaq noticed she seemed aware of the issue and knew who should have been helping him. It was clear she understood something wasn’t right.
While waiting, Shaq kept watching the dining area. The restaurant had a good vibe—families laughing, couples eating, groups watching the game. But he kept noticing the waiter who had ignored him earlier. The man was now at the bar, scrolling on his phone, barely talking to anyone. When someone came up to him, he seemed annoyed, like serving was a hassle.
When Shaq returned to his table, Anissa had already brought his soda and a water refill. She quickly returned with his meal and an apologetic smile. “Here you go. Sorry again for the wait. Let me know if you need anything else.” Shaq thanked her and took a bite of his burger. It was good. The kitchen staff clearly knew what they were doing. But the problem wasn’t the food—it was how one employee’s lack of care could ruin the whole experience.
After finishing his meal, Shaq left a big tip for Anissa and felt he had learned enough from his undercover visit. The next step was to return as himself.
The next day, Shaq set up a meeting with the restaurant staff. Word spread quickly that Shaquille O’Neal was coming, and excitement filled the air. This time, Shaq walked in wearing a sharp suit, making it clear who he was. The manager gathered the employees near the kitchen, and Shaq spoke to them with a serious yet friendly tone.
“First, I want to thank you all for being here. This place wouldn’t run without you. But I also need to talk about something I saw last night.”
He explained how he had visited undercover, quietly observing, and how he was ignored by some staff members. He pointed out how one rude moment could hurt the restaurant’s reputation.
The staff murmured, some exchanged nervous looks, and then Shaq turned to the waiter from the previous night.
“Jacob,” he said, “I know it was busy, but you completely ignored me. No greeting, no offer of water, nothing. Do you understand why that’s a problem?”
Jacob looked down, uncomfortable. “Yeah, I get it,” he said quietly. “I was overwhelmed and having a bad day.”
Shaq nodded. “We all have bad days, but in this business, every guest matters. I came in unnoticed and was treated like I didn’t belong. That can’t happen here. Our brand is about respect, and if you can’t embrace that, this might not be the right place for you.”
Jacob nodded, “I understand. I’m sorry, Mr. O’Neal. I’ll do better.”
Shaq then turned to Anissa, who had been quietly standing at the back, not seeking attention. “I also want to recognize someone who did an amazing job,” he said. “Anissa, you took care of me right away, even though it wasn’t your section. That’s the kind of attitude we need here.”
The staff clapped as Shaq handed her a small envelope. “Inside is a thank-you bonus. Keep showing us what great service looks like.”
Shaq then addressed everyone. “Big Chicken is a place where everyone should feel welcome. A single moment of indifference can ruin a hundred good experiences. From now on, I want each of you to treat every guest with respect—whether they’re wearing a suit or a hoodie.”
He introduced a new training program focused on customer service and a system for employees to give anonymous feedback. Over the next few weeks, things started to improve. Jacob worked hard to greet every customer warmly, and Anissa continued to do well. The restaurant’s vibe began to match the vision Shaq had for it.
A month later, Shaq visited again. This time, Jacob greeted him right away. “Welcome in, sir. Let me know if there’s anything I can get you.”
Shaq smiled and said, “Thanks for having me.” It was a simple moment, but it showed a lot—respect, kindness, and hard work were the real keys to success. Now, his restaurant truly reflected those values.
Shaquille O’Neal was excited to watch Ja Morant play. After the Cleveland Cavaliers’ big win over the Atlanta Hawks, it was time for Inside the NBA to preview the Houston Rockets vs. Memphis Grizzlies game. Shaq shared that he was looking forward to the matchup between Ja Morant and Jalen Green.
However, Ernie Johnson had to inform Shaq that Morant would not be playing because of an injury. Like a pro, Shaq quickly corrected himself and told the viewers to forget what he had just said.
Morant had missed 20 games this season due to injuries, but he had played in the last two games. He was ruled out only a few hours before the game, so Shaq’s excitement was understandable. Even without Morant, Memphis managed to win a close game against Houston, 120-119.