Will Corporate America Learn from the First Season of Undercover Boss?

CBS just aired its final episode of its first season of "Undercover Boss". The concept for this series began on British television, by the same name, and has struck a chord with middle class workers across the United States as well. If you missed the episodes this season, be sure to tune in for the reruns, and if you do, expect to be entertained, but also be prepared to feel hope that change is coming to Corporate America!

The Premise of Undercover Boss

Have you ever said to one of your business associates, "If my boss had to do my job for one day, he'd never be able to do it"? In Undercover Boss, that is exactly what happens! Each week a top ranking executive from a major corporation dons the façade of an entry-level new hire, and works side-by-side with their employees in the field.

Each episode captures the interaction between the executive posing as a company "newbie" and their "trainer". Management actually rolls up their sleeves and works in the stores or assembly line to experience the business up close. They find out how challenging it can be to actually perform the jobs they expect from their underlings, and become aware of unrealistic expectations or ridiculous policies that their workers must face on a daily basis. It becomes obvious to them, and to us as viewers, just how out of of touch they are with the reality of their businesses. They realize that creative and dedicated employees are often working tirelessly, unappreciated, with no one listening to their ideas or problems related to their job or the business in general.

Back to the Future with Undercover Boss?

Undoubtedly, working class America will see themselves and their employers in some way in each of the Undercover Boss episodes, and it may set off a nostalgic yearning for workdays of yesteryear. Those of us who have had long careers will find themselves reflecting on the way it "used to be"; when our efforts on the job were appreciated.

I reflected back on times when I was promoted or given a raise without even asking, because I did a good job, had potential, and was a hard worker. I remembered those days when a boss appreciated past and current accomplishments at work. I recalled a time when my innovative ideas for doing things better was considered, and then when they were implemented, I was given credit for them! I thought about how my managers had "worked their way up" and had actually done many of the jobs being performed by their staff. And I fondly remembered becoming a manager myself, and fighting for my company and staff equally.

The Personal Side of Undercover Boss

While I expected to watch some entertaining and insightful "aha" moments related to each business in Undercover Boss, I didn't expect the emotional undercurrent that swept me away. While each executive is becoming increasingly aware of changes that must take place in their business operations, they are also learning about their employees who share with them their personal challenges and private stories of tragedy. They uncover talented, business-minded people dedicated to doing their jobs, who are underappreciated and often underpaid. They realize that they have employees who come to work faithfully everyday, silently struggling with debt, taking care of health issues, or who are the only breadwinner for their nuclear family.

As I watched each episode of Undercover Boss, memories of my twenty-five years in banking swirled through my head. I silently gave thanks for those earlier managers I'd had who gave me a chance, who knew me well enough to recognize when I wasn't "being myself", who remembered my kid's names, and who had told me to take time off with pay when I was having a personal crisis. I recalled one thoughtful boss who even took time to celebrate small personal achievements and events through a card or a phone call. They all cared about me as much as the bank we ran together.

Undercover Boss Episode 1-800-FLOWERS

In the episode I just watched, the showcased business was 1-800-FLOWERS, and the "Undercover Boss" was Jim McCann, CEO of this 920Million+ business. After his experience on Undercover Boss, in a general assembly of his employees, he gave credit to the workers he had come to know and committed to making operational improvements based on his experience on the show. He also recognized his employees' ideas for improvement by placing them on change committees. It was obvious by the look on their faces and tears in their eyes that they were moved by his appreciation for their ideas, even more so than if he had given them a big raise. Isn't that what's really missing in Corporate America today, feeling valued for your work ethic and ideas?

For one young, upbeat store manager, who had been supporting his family since his Dad died, McCann promised $25,000 toward a franchise with the company as soon as he had gone through management training. It was obvious that Mr. McCann had been profoundly affected by what he had learned in the trenches of his company operations, and by the people he had worked beside.

In the final scene of the 1-800-FLOWERS Undercover Boss episode, Jim McCann made a sincere promise that was simple, yet key, as he finished his address to the sea of faces in his company's ampitheatre. It went something like this, "We are in the business about being thoughtful. I'm making a commitment today to be more thoughtful to each of you." Now that's something that every CEO in Corporate America should seriously consider!

Watch the 2010 Season Episodes online here: Undercover Boss