You do not have to star in the hit TV show, Undercover Boss to find out
what is happening in the front trenches. Do you know how your Managers
run their locations? Do you know how your employees and customers are
treated? What do your customers think about your products or services?
Thinking and knowing may be two completely different things.
Whether you are the head of a major chain or a regional manager, it is time to
roll up your sleeves and get in touch with knowing! Nothing is more critical
than understanding, first hand what is happening at the point of sale.
The Good - 7-11 CEO
Joe Depinto had to be pleased with Delores as she greets many customers by
first name. When it comes to customer service Delores is, as good as it gets.
However, Joe learns first hand, how challenging it is to manage the coffee
service at 7-11. Do you think that 7-11 is redesigning the coffee island?
The Bad - Caution This Is Really Bad
CEO Rick Silva fires a manager on the spot and shuts down the store. Rick
would have never discovered the unacceptable management and execution
standards from his office. How are your managers treating your employee's?
The Ugly - Hooter's CEO
I'm sure CEO, Coby Brooks was devastated by his undercover experience.
His employees were being disrespected and humiliated. Do you think that Coby
is now spending more time in the field, and managers were given more training?
Do you think, or do you know?
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