CBS has a new reality show called Undercover Boss. Have you seen it?
If not here is the basic premise: A CEO or President of some company goes undercover, working side-by-side with employees in his/her own company to find out what the company is really like to work for. While I found the show somewhat interesting, I mostly found it sad and disturbing in the fact that these upper level Senior Execs were so totally out of touch with their own companies and the day to day operations.
In the first episode Larry O’Donnell, President and COO of Waste Management Inc., was shocked and appalled that the work was hard and dirty (ya THINK?). He was also surprised to find out that he had cut payroll so much that employees were doing the work of 2 and 3 people. While working with a third employee Larry discovered that employees got docked 2 minutes for every 1 minute they were late, punching back in after their lunch break.
Who is running the company that he was so unaware of these things?
The second episode featured Coby Brooks, President and CEO of Hooters. He was surprised that all of the focus was on the ‘Hooters Girls’ and no attention was being paid to the kitchen. Really? Who did he think cooked the food? They have an open kitchen so you can certainly see everything going on, has he never eaten in one of his own establishments? He was also surprised that the t-shirts the women wear were so small. Again I ask, Really?
They showed a scene of one manager who made the girls play the “Reindeer Games” where they were forced to eat beans off a plate with their mouths if they wanted to go home early. What did Mr. Brooks do about that? He made a phone call. A phone call! Any decent, logical person in an Executive roll would have broken from his undercover mode and fired the manager on the spot! Was Mr. Brooks really concerned about his employees or was he just concerned about his TV ratings and the publicity for his chain?
I understand that as you move higher up in position, the more out of touch you can become with the day-to-day activities of the business, but out of touch is one thing, ignorant, deaf, and blind is something else.
The lack of concern for employees and a lack of understanding for the jobs they perform are not limited to these mega corporations. I once had a VP that I reported to say “I just don’t know what you people do.” By “you people” he was referring to the group of employees that reported to him.
He didn’t know because he didn’t care. His attitude was if he didn’t do it, then it must not serve any purpose. Nothing or no one could possibly be as important as him. This is unfortunately a disease that plagues far too many Executives. A big part of an Executive’s job is to grow the business, to make profit. Too many Executives forget that it is the people who will grow the business and make a profit for the company. Profit over people and at the expense of the people will ruin the morale of the team and will result in a lack of loyalty to the company.
Here is a suggestion for all the Larry O’Donnells and Coby Brooks and many other Executives out there: Get out of your Ivory Tower and mingle with the people, your teams, and NOT on TV.
Tour the areas that you have responsibility over. Don’t make it a tour where you travel with your entourage, or camera crew, expecting the red carpet to be rolled out at your feet, really get into the role of the people you are traveling with. Ask questions, absorb and be involved with what your people do. Talk to people. All the people, not just the people that you feel are worthy to be spoken to.
When you have car time from the airports, to meetings or to the hotel take the opportunity to get to know your people, to find out who they are and what they are about. Ask them questions about their job, their likes and dislikes. Try to find out what you can do to help make their jobs easier and what you can do for them to help make them more efficient and effective.
Don’t spend your time on your cell phone talking to friends and family. Don’t spend your time worried about your bowling league or your side business. Don’t fall asleep in the car sending the clear message that your employees are not really worth your time. All of these are real experiences I have encountered over the years with various upper level Executives.
Bottom line; get off your high horse. You can be the leader, but you still need to be a part of the team you are leading.
There are a lot of really GREAT leaders in the world! Why don’t they get as much attention as the bad Bosses of the world? Probably because they don’t follow the “if I yell loud enough and talk long enough, people will think I’m important” policy!
There is a big difference between being a Boss and being a Leader, the following quote by Russell H. Ewing says it best. “A boss creates fear, a leader confidence. A boss fixes blame, a leader corrects mistakes. A boss knows all, a leader asks questions. A boss makes work drudgery, a leader makes it interesting. A boss is interested in himself or herself, a leader is interested in the group.”
I have had the pleasure of working with two really great Leaders, John Rossler and Stuart Needleman!
John Rossler is Co-Owner of Pivotal Strategies. Johns’ past experience includes, CEO/President of The Picture Factory, President/CEO of Retail Ventures as well as President/CEO of Shonac/DSW.
Stuart Needleman is the Director at Phoenix Management. Stuarts’ past experience was as CEO/President at Corner Picture Framing, President of Compusa and COO at Casual Male.
What do these two great bosses have in common that makes them great? They have an uncanny ability to effectively communicate and deal with people, all people, at every level regardless of position. They may be above someone in position, but they are never above anyone.
They show patience, they guide and instruct the people in their organizations. They train people to do their jobs and they empower them to follow through. When you are reprimanded you thank them. They don’t yell and scream; they simply have a strict and direct conversation with you. If there is a problem they state it, ask for solutions, and then collaborate with their team to implement. They show concern for their employees, they get to know them. They want to know what they can do to make your job easier and make you more effective.
John and Stuart aren’t on TV; they don’t have a camera crew following them around. They just do what they know is the right thing to do. My thanks to both of them!
If you know of a Great Leader, send me their story! I would love to put together an article featuring more Great Leaders!
