Undercover Boss: The Missed Opportunity

After viewing a couple of episodes of the new series Undercover Boss, I decided that I would do a little investigating on my own to see if the series would have an impact on one of the businesses featured. The other week, after the segment featuring the CEO of Hooters aired, my family and I decided to have dinner at one of the local restaurants

On my way to the bathroom and all throughout the restaurant there were fliers promoting the CEO’s appearance on the new show, so I decided to ask my server a few questions while we waited for our food to arrive. I was curious to know if the images portrayed on the show were accurate, you know… the one where one of the managers, Jim Bob, subjected the woman to a line up to make sure they looked “hot” enough, wore the right make-up, etc. Our server stated that they did.

I also inquired if it was true that all of the shirts came in sizes such as xx-small and small only and she indicated that they did but there was once a server that wore a large. I asked are they made to play humiliating games in order to leave early for the day and she said that although they are not subjected to the extremes highlighted on the show such as eating beans off of a plate with your hands behind your back, they too were subjected to these types of games similar to what they show highlighted.

As a female and mother of two young girls, although I love the food at Hooters it appears to me that they are in desperate need of not only sensitivity training but they also are in need of more effective leadership. I watched the way the CEO attempted to address the manager Jim Bob concerning his degrading treatment of his employees and frankly, I felt that the reprimand fell a little short in my book.

If I were to have walked into the restaurant and heard that yes, the workers were being treated with little to no respect but after the show aired had made a commitment to change as was indicated in the staged ending/pep rally, then I would believe that the show would serve a worthwhile purpose in invoking real change in an organization. Being highlighted on the show, of course, is an opportunity to showcase your organization and let people know who and what you do, but the opportunity to make a real difference and change for the better is the biggest opportunity and that seems to have been a missed opportunity in this case.

Undercover Boss: Maybe More Leaders need a “Whiff of Reality”

I am not a big fan of reality shows (ok, there is one that I am completely addicted to… The Real Housewives of Atlanta, but don’t tell anyone!) but there is one show I am looking forward to seeing when it debuts.

The series premiere of “Undercover Boss” will have cameras following Larry O'Donnell, the President and C.O.O. of Waste Management, while he cleans port-a-potties, picks up roadside trash and empties garbage cans.

Mr. O’Donnell was recently interviewed by a reporter, Christine Hall with the Houston Business Journal and based on his comments it is safe to say that Mr. O’Donnell walked away with a whole new perspective and more importantly, lessons that can be passed on to new and upcoming leaders. A few insights I took away:

• The ones at the top are only as good as those who are not. Rarely does a company executive get an opportunity to dig in and get their hands dirty while performing the work that others are performing on behalf of their companies. Getting in the trenches, stepping out of the confines of the corner office provides a real view from the top.

• Your decisions really do impact others- It is easy to make a decision and never follow the trail to see where it ends up. Making decisions and seeing the reality of them will provide invaluable insights as to how grateful we should be to those doing the work day in and day out.

• You set the tone for how people enjoy their jobs. Waste management is just that, dealing day in and out in waste. In this case, regardless of the task, employees were able to approach their jobs with a positive attitude and a desire to do well.

It is rare that an executive seizes an opportunity to get a “whiff of reality,” but as leaders (and more importantly for those new and upcoming leaders), it’s important to stay grounded, in touch with the realities going on in your organization and to never lose sight of the people that are working hard every day to make your company great.

Being Inspired by Quotes…And Other Words of Wisdom

I often reflect on quotes that I have heard over the years and found that many have inspired me to become a better person and leader. Some quotes are written by famous authors and poets, while others come from everyday people who have a strong message they want to communicate… like the one my mother always said to me when I acted up as a child: “I brought you into this world, I can take you out.” OK, maybe that was more of a threat instead of a quote.
I thought it would be interesting to share with you a few quotes that for various reasons helped guide and shape the way I approach business, education, people and life.

“A goal is a dream with a deadline”, Napoleon Hill- I have learned the importance of not only setting personal and professional goals for myself (no more New Year’s resolutions!), but being specific on how and what I need to do to achieve them.

"When people show you who they are, believe them." - Maya Angelou. This is a good reminder to judge people on their actions and not merely on their words.

Management is doing things right; leadership is doing the right things. -Peter F. Drucker. There is an age- old question that has been debated for many years: Is there a difference between leading and managing? Depending on whom you ask, you will get a variety of answers in support of both. But for me, leading people and helping them find their way is more effective than telling them how to do things the way I think they should be done.

Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand. - General Colin Powell. When I was in the military, there was an acronym I must have heard every single day during training; K.I.S.S, which stands for many things depending on who is saying it. Keep it short and simple, Keep it short and sweet or my favorite yelled many times by my drill sergeants; Keep it simple, stupid! Life does not have to be as complicated as we sometimes make it.

Like me, many people have been influenced by the power of words and wisdom passed down to them from others, so I ask you: What quotes have inspired you and how?

A List of Inspiring Leaders and One You May Have Missed

I just read a great article in Business Week addressing the leading and inspiring of people, especially during times of challenge. The article displayed pictures of inspirational leaders: Warren Buffet, Bill Gates, Ursula Burns and of course, my all time favorite, Oprah Winfrey. You can read the article in its entirety, but below are a few reasons why I agree with the names on the list. For length’s sake I have focused on four inspiring leaders, but there are several more that are wonderful, as well. Hats off to the author, Alaina Love, who saw that the message of inspirational leadership is one worth sharing.


Oprah Winfrey: She tops my list for several reasons and not just because I have been a fan of her show and her message for the nearly 25 years she has been on TV. Oprah really has the ability to inspire the entrepreneur in all of us. It is one thing when people talk the talk, but as Ms. Love pointed out, she is willing to reinvent herself and explore new outlets to deliver her message.

Ursula Burns, CEO of Xerox: Today she is recognized as a transformational leader who is taking Xerox to a higher level. While many have used the title “The first African American female to head up a major US corporation,” I see her as a woman who exemplifies the characteristics of an aspiring leader. Risk taker, thought leader, change maker.

Warren Buffett- He is calm, reasonable and confident in his actions to move investment strategies forward. His actions inspire a sense of resolve that careful thorough, strategic planning and a sense of thinking before you act builds trust.

Bill Gates, Leaders who inspire also know the importance of paying it forward. What I like about Bill Gates is that he sees problems outside of his organization that have an impact on the world and transfers his business abilities and passion to work towards solving those problems.

The thing that I have realized is that inspirational leaders exist all around us. Yes, there are some leaders that are not very effective but for every one that is not, you will probably find 5 that are. If you have the ability to take risks, put others before yourself, are a servant, humble, driven and the list can go on… then you do not have to look far. Just get up, go to the mirror and smile. You just found one.

Toyota: A Lesson in Ineffective Leadership?

To say that Toyota is in the midst of a PR nightmare would probably be considered an understatement. I have been a loyal Toyota owner for many years, as has every member of my family, but as of this week I find myself questioning why… and if I will remain a Toyota owner. The unfortunate events that ultimately led to a massive recall should not have occurred and it would not have, if those in leadership positions would have demonstrated effective leadership principles.

Bob Daly, Toyota Motor Sales U.S.A, senior vice president, recently recorded a video in which he denounced the critics who reported that several Toyota vehicles were unsafe and could have potentially been the cause of several accidents and deaths. http://www.youtube.com/watch?v=ogwHePDVoaw.

While I realize that Mr. Daly is in charge of sales, and as such, the bottom line profit is his main objective, there are some things that you just don’t do:

1. You never take for granted that your customers will remain loyal to you- If an organization cannot show you that they care about you and your safety, chances are they don’t.

2. Don’t make excuses-There are a lot of companies that have been faced with recalls. They handled them with grace and were able to recover. Remember Tylenol?

3. Get all of the facts first- Do not post a video stating that the critics are wrong and then proceed to downplay the severity of a problem. Dig deeper and exhaust every possible resource that will substantiate your denials.

4. Place value on people verses profits-Profits can be recouped; people and loyalty to your company are irreplaceable.

5. Be accountable and take action- One bad report is one too many, yet when you look at how much time has elapsed since the time of this massive recall, it is clear that a sense of urgency was warranted but did not occur.

We talk a lot about what it takes to be effective leaders, but in this case, Toyota has provided an example of what you should not do as a leader.

Dominos Pizza: How to Suck and Succeed

Hats off to Dominos Pizza! It is rare that you will run across an organization that is in the process of reinventing themselves by admitting that they suck but that they might be on to something. For the record, I have to admit that I stopped eating Dominos Pizza several years ago because they were right…their pizza really did suck. Although it may have taken them 50 years to figure out what many customers already knew, the fact that they are choosing to act on it now is a sign that the company is on the right track.

In the case of Domino’s, obviously their profits will increase …simply because they are choosing to put their dough where their mouth is, no pun intended.

Let’s take a look at what they are doing right:

1. They have created a top-down strategy looking inward and long-term. Dave Brandon, CEO, set the direction for the company and communicated the vision on where they are and where they want to be in the future

2. They analyzed the data- Domino’s realized that there was a significant number of people who ordered from them once and never again. For many customers, 10-20 years had passed since they ordered a pizza. They analyzed the high marks including delivery and speed but noticed that inferior taste painted a bad overall picture.

3. They listened to consumers-You will never get an answer if you don’t ask the question. With data in-hand, Domino’s looked at where they scored the lowest, read comments posted online by former customers and held focus groups to gather feedback.

4. They capitalized on strengths and are addressing weaknesses-they are looking inward to see what works well and where opportunities for improvement exist. This is the first step to improvement.

5. They are changing the perception-They recognize that perception of some is the realty for most. Setting out to change people’s perception one person at a time is key to rebuilding trust and gaining loyalty.

At the end of the day, business is business whether your product is a pizza, education, offering a service, etc…and if you are not looking constantly for opportunities to reinvent your organization you are simply leaving dough on the table.

Is Transparency the New Buzz Word?

The other day, I was talking to a very good friend of mine who said his organization was experiencing a lot of change and he was unsure of how it would all turn out. Knowing that my friend is a hard worker who performs at levels higher than the executives in his organization, I assured him that he would be fine and had nothing to be concerned with.
Like most companies, the leadership in the company had committed to running a transparent organization; one based on open and honest communications, sharing information and involving others in the decision-making process. Yet, at the end of the day, saying and doing are still two different things.
Here are a few insights on ways that organizations can begin to “practice what they preach”:

• Communicate from the top down- Understand that people want information. They do not want to be surprised about the current and future state of the organization.
• Build trust among stakeholders- People are more inclined to support an organization when the people leading the group act in a manner that shows they are trustworthy.
• Encourage participation- While decisions can be made individually, allowing others to participate in driving the organization forward and allowing others to collaborate in the process yields greater results than acting alone.

Transparency in an organization should not be casually thrown around as a buzz word; instead, it should be the platform for how business is done!