Did you watch “Undercover boss?”
I’ve just watched the first of the new series of “Undercover Boss” on Channel four. Having watched it last year, this, the first of 7 episodes, was an equally inspiring watch.
David Clark, 60 year old UK CEO of the Best Western brand, goes undercover for 5 days to see what’s really happening at grass roots level, and is shocked and humbled in equal measure.
If ever a programme helps to portray the everyday heroes who exist in our businesses, this is it: a talented young chef, struggling with long hours, understaffed, under-resourced and no guidance or encouragement yet still turning out excellent food; a loyal, committed and conscientious head housekeeper, whose quiet, unassuming, yet inspiring leadership kept her team behind her; a cheerful, and brilliant head of restaurant,whose ability to build rapport with customers and staff alike was simply stunning and a groundsman who, despite recovering from serious illness, worked punishing hours on minimum wage because of understaffing, yet still remained cheerful, conscientious and committed.
David Clark was equally shocked at the deceit being practised at one hotel, hoping to fiddle the Best Western inspection. He didn’t blame the individual staff who were carrying out the deceit – he blamed the owner manager, whose presence was clearly lacking, and where staff had no pride or incentive to give of their best. Why was there no pride? Because there was no sign of pride from the top. There was no human connection between managers and staff – no sense of “family” or standards or encouragement.
After meeting the owner/manager, hopefully this sorry state of affairs will improve.
However, overall, David Clark was humbled – and clearly profoundly moved by what he experienced.
So was I.
As I often am by the sheer infinite resource of human beings, and their desire to give of their best, given half a chance.
And when he brought these heroes to his office to reveal who he was, to thank them for their roles, and show some appreciation which was tailored to each individual, these heroes were visibly moved too. For them, I suspect it was far less about any material gift they received, and far more the real sense of pride that their efforts were being recognised, appreciated and valued – particularly from someone at such a high level.
Powerful stuff this praise.
David Clark learnt some valuable lessons from his experience – and I suspect a number of things will change for the better as a result.
I have always believed given the right opportunities to shine, people will do just that.
So where are the heroes in your office? And what are you doing to encourage, support and thank them?
Me? I can ‘t wait for next week. Channnel four – 9pm! Set your watches!
No related posts.
I saw the first 5 or six episodes. I quite enjoyed the various site visits especially the one from waste management. My thoughts are as follows:-
Are the communications in the company really that poor that the head of the company has to go and find out for himself?
Because the person is constantly being filmed how scripted are the visits?
I know it makes for good television and I assume is good publicity for the individual CEO and the company they represent.
I think besides the entertainment point of view it is all very shallow.
I do agree filming means it’s perhaps a little contrived – I perhaps missed some of the ones you’re alluding to Sefton. I saw two last year – about the caravan parks and the building company – but not one on waste management. Maybe came to the series too late! Last week’s was the first of 6 – so I’ll watch with interest.
One thing is for sure – yes – in my experience, I genuinely do believe that in some parts of some companies, communications are indeed very poor – and having now spent years working with hundreds of managers from all sorts of organisations, I have heard stories over and over again which show there are still many cultures where people feel undervalued, unable to be open, are not being stretched or developed, and feel no real sense of engagement or commitment.
When I was a teacher – the problem with parent’s evening was that the parents you really wanted to see rarely came. The managers who ought to see this programme – won’t be watching!