Undercover Boss: Labor Day Edition

Over the Labor Day weekend I promised myself I would not work.  Luckily Undercover Boss was on all evening yesterday on the TLC channel.  I hadn't seen much of it before, besides the pilot with the CEO of Waste Management.  It was funny to see that CEO walking around a landfill trying to pick up trash--and getting fired for poor performance.  Come on, how hard can it be!

Ah yes, how hard can it be?  Yesterday I watched the leaders of Norwegian Cruise Lines, the Chicago Cubs, Subway and DirecTV pretend to be entry-level employees in a wide range of jobs.  I did enjoy the Norwegian Cruise Lines episode the most.  Seeing Kevin Sheehan on board a ship doing maintenance work, putting together a portable ice-skating rink (that was never used by a guest), helping rock-wall climbers strap on their harnesses and learning how to dance was very funny.  Seeing the real employees' comments on how he did was very truthful--and insightful about the jobs and the company.  Haven't we all been in a position where we have to train a completely inept person, wondering how the heck they got the job? 

But these aren't new employees, they are the leaders of large domestic and international corporations.  They can't be inept--at least we hope so.  And I think watching how the different leaders react and handle situations is very interesting.  While I laughed at how the CEO of the cruise line was dancing, I was very impressed with how he handled himself under pressure.  When he was strolling through one of the dining areas, a server spotted him and called out his real name--over and over.  While he was flat footed at first, he took the opportunity to sit with her one-on-one and get to know her challenges and why she has worked for the company for several years.  He explored some issues that may have been troubling him and his employees, and got first-hand input on it.  Later on at the "reveal" he brought up some of the silly programs (ice-skating at sea, come-on!) and put an end to them.  Thank Goodness.  (Ok, so personally I would never want to ice skate while sailing the seven seas, maybe someone does--but it wasn't a good use of resources. )

I was also impressed with the new CEO of DirecTV, Mike White.  When the show was being taped he had only been in the position for 6 months.  Going undercover allowed Mike to learn some of the real issues the company was facing, and hopefully learn how to solve some problems.  Watching Mike try to put up a satellite dish before a lightning storm (my favorite part was when he noted the tools weren't easy for a lefty to use), deal with part numbers, stand around a customer's house while the main technician was on hold to customer service and learning how to crawl through an attic were things that are going on daily for the company and their customers. 

Seeing him witness part shortages and poor systems was intriguing.  But what I liked the most about Mike was what he took away from it.  His company puts more satellites into orbit than any other company, yet his company is reliant on its employees.  Every one of his guides in his different roles were exceptional employees.  They were trying their best to do well in their jobs and to make the company look good.  Through their dedication, shortfalls within the company were able to be overcome.  And he saw this.  He also was very appreciative of their efforts at the "reveal".  And what struck me the most was one of the gifts he gave one of the employees.  He offered to personally mentor the young woman.  That means he is going to give his time and his knowledge to this woman to help her with her career.  That's more than a $5,000 check to her college fund.  That's giving of himself for her benefit.  I think he also gave her some monetary gift--but his mentoring was very impressive to me. 

Why was this part so impressive?  Because he really understands the value of each person and what they can contribute to a company and to the community overall.  With all of the DirecTV employees he stressed how he understood how much their contributions affect the company.  He also knows that to further the company he needs to invest in his employees.  No faster, more efficient or cheaper satellite is going to fix the company's problems--his employees are. 

So remember this when you are working with your staff.  Investing in them is an investment in your company.  Skilled, educated and committed employees can create a world-class organization.  When you see a problem with your organization, learn about the real issues involved, and learn what the people who are doing the job have to say about the problem and what solutions they may have.  This may seem fundamental, but sometimes the best solutions are.