Episode 17: Undercover Boss
Waste Management is the largest trash and recycling company in North America, a $13 billion business with 45000 employees and 20 million customers. Larry O’Donnell is President and Chief Operations Offficer. He’s been very fortunate in his career, but his family is very important to him. His wife and son are his pillars of strength, the joy of his life. His daughter was born normal but as the result of a standard examination, she threw up and aspirated and ended up with brain damage. And that’s why he never wants to work for a company where people don’t know how to follow proper procedures, maybe that’s why he takes safety so seriously.
Going undercover, he will pose as Randy Lawrence, shooting a TV show about trying entry level jobs within Waste Management, moving from location to location and staying at low-budget motels. Sandy tells Larry to pick up trash, cardboard and recyclables off the conveyor belt line and put them in the right places. Sandy shouts instructions to Larry but he simply cannot keep up. Larry says he was sweating bullets because he knows how expensive the equipment is. Leaving cardboard on the belt will jam the equipment. He tells the people in the break room that he fears he may have messed up. Sandy has to run in an alarming fashion… and goes to punch in. She explains that she can get docked two minutes for every minute that she’s laste. Larry says that doesn’t seem fair.
Back in the studio, Larry is there with Oprah. Was he prepared for the physicality of it all? Not at all- he works out every and thinks he’s in pretty good shape, but the reaching and stretching and trying to figure out what’s coming down the line was very physically demanding. Plus the mental stress, particularly as a new person, he was not very good at it. He would have to practice to be good at that job.
Next time round, Walter is Larry’s supervisor at the landfill in Pompano Beach, Florida. He asks Larry to pick up litter that’s blowing away from the landfill and put it in a garbage bag. Larry asks if there are any special techniques and Walter says it’s just picking up paper. Larry says the trash is kicking his… Walter says he is taking too long, says he’s not cutting the mustard, they go to lunch. Outside of work, Walter is on dialysis which takes up three nights a week. Larry never would have guessed. Walter says his spirit tells his body what is going to happen. He says he gets pissed off by being able to run rings round healthy people like Larry. Larry gets a second chance after lunch, Walter will time him, and shout at him. Larry says he’s not very good at it. Walter thanks him for coming to Waste Management to try it out, but says he just doesn’t have it.
Back in the studio, Larry says this is the first—and hopefully last—time that he’s been fired from a job. It should take ten minutes to fill a bag of trash. This did give him the sense of what his employees go through every day, and how his decisions can impact that. He spends 200 days a year out in the field so he thought he knew what they go through, he felt he was approachable and engaged by employees, but this is very different. When he goes out as the president of the company, he gets treated as the president, this is different.
Undercover Boss is a new CBS show where bosses go undercover and work with their employees. Larry now is filling the garbage truck in Rochester NY with trash. He works with Janice who says she visits a little over 300 homes a day. She says it’s a good company but they are not very female friendly. She shows him the can she has to pee in. He asks if she’s ok with that, she says she has to be. They meet a community member who hugs Janice and reminds Larry him of his daughter and he breaks down a little.
Oprah asks Larry about the pee in the cup, he has no idea where the policy comes from. She was very engaged with her customers, but disappeared for a few minutes, and he tried to help, and then she showed him the pee can. He’s from Texas, where they call them pecans- he thought she’d been given a gift. When she put it in his hands it hit him. His mind started going thinking why is she peeing in a can? Though it’s not a corporate policysees it as his failure that they have thought about that.
His next stop is at a landfill in Fairport, New York. He is interested to see if the downsizing and streamlining of staff is working. Larry meets Jaclyn, she is office manager, administrative assistant, scale operator, scale supervisor, all the accounts payable, receivable and payroll. She nnever does one thing at a time. She felt overwhelmed the first week, but she takes multitasking to a whole new level. She makes the same amount of money for doing dual roles or triple roles or quadruple roles, she don’t even know how many.She wants to get the most out of life because she has I experienced a lot of health problems. By the time she was 21, she had a total hysterectomy and she had five forms of cancer before she was 25. She’s not the average 29-year-old girl. She says that someday, she’s going to run this place. She invites him fro dinner at her house to meet her family. He brings flowers. There are three families here living with her, depending on her. SHe just does what it takes. They moved in five years ago, but the taxes went up and it’s currently for sale, and she’d like to stay in the home.
Larry tells Oprah that he couldn’t sleep after visiting Jaclyn’s family. Jaclyn is there on the stage. Jaclyn felt bad for Larry, so invited him home. Oprah asks is he almost blew his cover… this was very unusual for Jaci to have so many jobs, and he felt bad for the family situation. At the risk of blowing his cover, he arranged to meet Jaclyn’s boss.
Larry’s next job is cleaning toilets. he looks vaguely disgusted. The site manager reminds them that they have 8 minutes to clean it and move on. They find the diaper. 15 toilets an hour is the goal, the person he’s with, Fred, sees the potential in him.
Oprah was so inspired by Fred, cleaning toilets all day with such good humor. Fred is in the studio, he focuses each morning that the day will be a good day. If he wants to use the toilet he wants it to be clean. Oprah has never used a port-a-potty in her life because you don’t know what you’ll find in there. Larry was inspired by Fred, driving saying it’s not a job but an adventure. larry had more fun doing that job, which surprised him. Larry made it so much fun.
After one week undercover, Larry revealed his identity. All of the employees are floored. Fred is invited to speak to the Senior Management Team. Larry commits to fixing the unfemale-friendly policy- he’s set up a task force. He will fix the clocking-in issue. Walter will get some paid time off to help people go through treatment as he is a motivational person. Jaclyn, who is doing all those jobs will get a salary, become bonus-eligible. She is delighted that her hard work has paid off. She feels validated. they are all blessed that they got to take part in this. To her Larry will be Randy, an everyday guy who impacted their life.
Oprah wants to say that part of the reason that happened is because she put out the opportunity and it came back to her. Fred no longer works at Larry’s company, it ended on great terms and he’s doing well. Larry’s biggest lesson was a whole new appreciation for the front line employees. On a personal level he is so blessed. One thing he learned is that people welcomed him and cared and wanted him to be a better person. Thanks everyone.
The 7-Eleven empire spans five continents and has more than 28,000 locations worldwide. The sultan of the slurpy, Joe DePinto, is the man who oversees this billion-dollar corporation, but for his Undercover Boss covert mission, he swaps his luxurious lifestyle for a uniform and mop. His alias is Danny Rossi, his cover story is that he used to be in real estate. He’s out of work, and looking for new opportunities. He wants to find out why people choose to work the nightshift. His co-worker, Waqas, asks him to greet customers, stock merchandise and perform the regular cleaning duties. Danny is not working very hard, says Waqas. They have to keep these restrooms clean, four or five times a night. They have to throw away the stale doughnuts- Joe is upset that they are not going to charities.
The next stop is an early-morning shift in Shirley, New York, to see why one store sells more cups of coffee than any other franchise. Joe says he need sto figure out what makes their coffee business so great so that he can share it with the other stores. At 5:30 a.m. Joe meets Dolores. Joe suggests a sink would be helpful, Dolores says in his dreams. She knows everyone, she’s been here 18 years. One of the customers tells him that Dolores is raising five kids, has one working kidney and must have dialysis twice a week. Dolores is the reason that they are selling 2,500 cups of coffee.
Back in the studio with Oprah, Joe was reminded of when he started in a Kentucky Fried Chicken, and it reminded him how hard the folks out there work. At one point he asked to turn off the cameras- he couldn’t believe they were throwing away doughnuts. Now they have a system in place. Oprah calls Dolores the coffee queen. SHe joins us by Skype with her customers. Dolores says the secret is good coffee, nice customers and a good store. SHe thought Joe was pushy and had no potential. After revealing his true identity, Joe gives Dolores a special surprise—two season tickets to the New York Yankees, her favorite team.
7-Eleven also donates $150,000 to Donate Life America, an organization that encourages organ donation, in honor of Dolores. She thanks him. Joe’s final assignment lands him in a delivery truck with Igor in Dallas. Igor was a college educated business manager in Russia, and a decorated officer in the army. Igor tells Danny that his truck is his baby, and if he had arms long enough he would hug it. Then he says let the fun begin and the two of them start their round of deliveries. Danny says is it a pleasure having worked with Igor, he is energetic, enthusiastic and positive, just the kind of guy you would want to work for you. Back in the truck Danny asks Igor how he stays so motivated in the middle of the night. Igor says that he is living the American Dream; America is the best country in the world, Americans just don’t know how blessed they are.
Back in the studio with Oprah she tells us that Joe calls Igor an unsung hero, he drives his delivery truck with gusto. Oprah then turns to Igor and asks him why he admitted to one time looking down on people like himself. Igor says that when he was back in Russia he used to be in a position of power and of course would down on people below him. However, when he came to the states he couldn’t really find a job because of his inability to speak the language and was a janitor for a while. This was a very humbling experience and made him better understand people. Oprah asks how he how he can keep so positive driving a truck. Igor takes pride in a job well done and when he used to be a janitor he would make the restroom floor sparkle like diamonds. Oprah then turns to the audience and says that Joe has some good news for Igor.
Joe tells Igor that he has humility, can-do-attitude and that he’s a hard worker who puts the company first. Joe knows that Igor has dreams of running his own franchise but that he’s been worried about finances, therefore 7-Eleven has waived the franchise fee and Joe hands Igor the keys to his own store. Hugs all round. Oprah tells us that Igor now has his own store and that 7-Eleven has waived the start-up fee which normally amounts to $140.000 and that he now fully can live the American Dream by being his own boss. Undercover Boss will premier on CBS on sunday right after the Super Bowl. Bye everybody.
WHAT WE LEARNED TODAY:
If you go to meet your employees as the president of the company, you get treated as the president of the company.
As an undercover employee, you may uncover some of your own policies which shock you.
You may also discover that your employees work harder than you do, with much less reward.
America is the best country in the world, Americans just don’t know how blessed they are.
As the president of the company, you will be able to reveal who you are and give your employees some hefty financial rewards.
A VERY QUICK SUMMARY:
Work hard and you will be rewarded. Keep hoping your coworker is actually your very rich boss.