What You Didn’t See on “Undercover Boss”

In case you watched my episode of “Undercover Boss” on Friday, I don’t need to introduce you to my alter ego, Bobby Turner.?

In case you didn’t, you can watch the entire episode here: https://www.cbs.com/shows/undercover_boss/

Either way, here’s what you didn’t see that deserves to be shared.?

Let me be the first to say that I don’t expect to win any acting awards. I also don’t plan on being a celebrity anytime soon. And while I’m confessing things, I’ll add that my reasons for wanting to see the business up close were completely selfish. After 11 seasons of “Undercover Boss,” viewers probably think they have the show all figured out. But I’ll tell you what. The boss ALWAYS learns something.

Sure, a boss thinks he or she knows what it’s like out there on Main Street for the company. What leader doesn’t have an idea of how business is performing on the front lines? However, the bigger an organization gets, the bigger the urge becomes to not wear some fancy job title from the corner office and genuinely see how a company is being represented across a rapidly-growing landscape. Meanwhile, the ability to do so discreetly becomes equally harder at the very same time.

That’s why I was eager to get in line and be considered for the show. Plus, this wasn’t just any season to go undercover. This was during a pandemic. And while the sky was falling for so many companies, it was just the opposite for service brands at Stellar Brands. Our essential businesses were continuing to grow at an astonishing rate. In particular, Restoration 1 was becoming a national network that demanded our headquarters keep aggressive pace in support, training, marketing and more.?

I had to see what all of that looked like where the rubber meets the road. I wanted to check the pulse of the company’s culture at its most important level - with men and women out there in uniform walking into customers' homes. Ever since I did, the lasting impressions have only grown stronger. Here are just some of the things that surfaced long after the cameras stopped rolling.

I SPOT A CALL TO DUTY EVERY SINGLE DAY.

Yes, I saw jobs up close. But I also discussed what everyone on the front lines of this or any business in emergency services has to address. Putting family first sounds great in theory. But these are dedicated men and women who have to jump when the need arises. Today, whenever I see a service truck on the road, you can bet that I pause and think about the individual inside. It takes an incredible team member to answer those calls. And all of us need to appreciate that kind of loyalty at the highest levels. There is a respect for dirty jobs that may be lacking from the general public. But I see these individuals clear as day with a never-ending appreciation for an important job well done. In a time of the so-called “Great Resignation” across our labor force, there are real heroes out there making business hum.?

EMPLOYEES FOR LIFE ARE RARE. ENCOURAGING THEM WHILE YOU HAVE THEM SHOULD BE COMMON.

I only went undercover with four individuals, but the residual effects have stayed with me. I caution every business leader to not get so busy "doing jobs" that you don’t pause and really get to know the people who are doing them. If people are entrusted to wear your company name, why not encourage them every single day that they do so? I am not naive to think that everyone is on board until the day he or she retires. But for days that they show up, the boss gets to show up too. A regular dose of support, leadership, and gratitude goes a long way to making real human connections, fostering a strong company culture and, most importantly, earning the retention of some darn good folks to boot.

CULTURE RUNS TOP DOWN, BOTTOM UP AND SIDEWAYS.?

I met employees who all shared insight about their bosses. The overwhelming majority of things was fantastic. But that doesn’t mean everything everywhere runs to perfection every single day all of the time. We are humans, and nobody is perfect. The idea to constantly strive to get better is what we should collectively aim for regardless of where we are today. Some of the most important feedback for a business lives out there on the front lines and needs to make its way back home to regularly sharpen the saw. That’s why company culture should not just run top down…but also bottom up and sideways. That kind of collaborative environment keeps raising the bar for all involved. Every day I revisit this idea with fresh eyes. I may be the CEO, but I’m the first to admit that I don’t know everything. I rely on an incredible team of people to bring their expertise, knowledge, innovation and ideas to all of our service brands (Restoration 1, bluefrog Plumbing + Drain, The Driveway Company and Softroc) in ways that I might not. Together we are a force to reckon with as a result.?

So, there you have it. My cover is blown and so are some worthy takeaways. Take pride in what you do and those who do it. Show them how much you care. And invite every perspective that together makes the engine run. Do that and your reality will be just as good as any TV show.