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Yesterday, I decided to upgrade my garbage disposal. Because this was my first attempt at doing so, it took several hours. While I wrestled with a seized flange, I had the television tuned to an "Undercover Boss" marathon.
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For the unfamiliar, "Undercover Boss" is a television show where allegedly high-level executives go "undercover" to work as front-line employees in their own organizations. I have some serious doubts about how much of the show is real and how much is not, and I am not the only one, but there are lessons to be learned there even if most of it is indeed fabricated.
The show makes the viewers feel a certain way throughout its episodes. Whether it's delight in watching a "corporate clown" (as described by one employee on the show) fumble tasks that are done by front-line workers everyday, the humanization of both CEOs and front-line workers, or the realization that while we all have different resources at our disposal, we all face similar challenges in life (departed parents, drug addiction, the need to please others, etc.).
The show strikes a chord, even if it's fake, because it addresses real employee needs even if it does so through fabricated situations. The typically pro-employee (that is no accident considering most people who watch the show are going to be pro-employee, not pro-management) show gives us in management a glimpse into a world many of us take for granted. And while different companies appear on the show, the archetype becomes predictable after watching a few episodes and provides bits of sound advice to organizational leadership:
1. People want to feel appreciated. Whether that is through a walk-through by the higher ups, institution of employee-of-the-month programs, raises, personal interaction with decision-makers, etc. Even simple things like letting employees in a hot warehouse have a sports drink, employees in a factory have a picnic, or just simply walking through and getting to know the people that work on your plant floor.
2. Employees want to be seen as people, not performance units. It is one thing to demand that 2000 widgets get packed an hour, in a hot warehouse, without even the benefit of a watercooler when you have never set foot in the warehouse. It is quite another to experience what exactly is involved in the request when you are tasked with performing it yourself.
3. Approach "undercover" situations with the idea of learning, not teaching. The bosses that seem to get the most out of the experience tend to be those that approach it with the intent of getting a very "real world" sense of what employees go through working for them everyday. The ones that get the least are the ones that approach the task with stuff like, "let's see how we can churn more sales out of this under-producing franchisee."
4. Do not expect subordinates to do something you would not be willing to do yourself. There were countless situations where the CEOs refused to allow themselves to participate in activities they demand of employees; if you are unwilling to do a particular task, in the proscribed manner, then something is wrong with the task, the method, or your view of what a leader is supposed to be.
5. Make your company culture about improving your employees' lives, and they will make their lives about improving your company. If see your employees as faceless robots, odds are they see your company as just a faceless robot as well. Neither of you optimally benefits from not seeing the human factor in the other.
I have many criticisms of the show even assuming it's real (for example, the procedures through which they decide which employees win a "prize"). Nevertheless, again, the point is not what the employees and CEOs do or say, but how their interactions make employees feel. The show does an excellent job of capturing feelings, the warms and fuzzies, or whatever you want to call them.
Ultimately, the message of the show is striking a chord with employees and there has to be something to that message given its success, no? What do you think the message of the show is for executives? For employees? Do you have any tips in fixing a garbage disposal? I welcome your comments as to all these matters below!
If you enjoyed my post, please share it and follow me! I am an attorney at Monty & Ramirez LLP in Houston, Texas. Our firm helps employers address labor, immigration, and employment issues. We handle internal and external investigations, administrative proceedings, and federal and state litigation. My consulting practice involves all human resources matters, including the new Patient Protection and Affordable Care Act. Please note that while I am a lawyer and I talk about legal subjects very often, nothing in this post creates an attorney-client relationship between us. In all matters, you should contact local counsel to receive legal advice tailored to your specific situation. Finally, the views expressed herein are solely my own.
My latest publication is an upcoming book for employers called the Employer Mandate Handbook,which is a comprehensive guide to the Affordable Care Act's Employer Mandate. You may reach me via email at mcastillo@montyramirezlaw.com or via twitter @mariokcastillo. 152ee80cbc
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