![]() ![]() Not only did these employees know about these values, but many of them also talked about them with me as if I was just another rookie learning the ropes. Meet Faith Brown (my undercover name) on the job with my fake nails, dark wig and heavy makeup. ![]() Employees are the face of the business to customers Through the power of “Undercover Boss” (wig, heavy makeup, fake fingernails and all) I would see what those service professionals were doing when their boss was not around. And they are responsible for delivering our brand promise on more than 3 million service calls a year. Today we have more than 2,500 franchise owners across our service brands who employ almost 12,000 people on the front lines. But what about the service professionals employed by our franchise owners out in the field? ![]() I knew only what we promoted at corporate headquarters and in front of our organization at planned events. The single biggest reason I wanted to participate on the show was to see if our Code of Values – the principles by which we lead the company – were reaching the grassroots of our organization. What do employees do when the boss is not around? But the chance that Studio Lambert and the CBS network gave me was much more than all that. I knew I would probably shed a tear a two (or three or four). I knew the cameras were going to catch me making mistakes and learning things the hard way. I knew I wanted to experience life on the front lines of our service brands. For me, it was a journey I couldn’t wait to take. Every episode promised a grassroots look at companies and their people with some dramatic outcomes. It was season three of the hit reality show “Undercover Boss” on CBS. I knew it was going to be a life-changing experience. Value your people like you value your businessįour years ago (January 22, 2012, to be exact) America watched as I went undercover across several of our service brands at Dwyer Group. ![]()
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