Posted tagged ‘CEO’

A New Year’s Resolution to Becoming an Undercover Boss

January 5, 2011

  Have you seen the new show on CBS called Undercover Boss? It is one of the best new reality shows on TV.  Sorry, no drunken cat fights, no one living in a house with too much time, money and mirrors available, no Snookie (there’s a name to make a mother proud,) and  no cheating spouses caught in the act.  Some of you will quit reading at this point and some will be relieved at the above list!

If you work in an organization that has been impacted in any way by the economy, the new year provides a great opportunity for a new perspective. On the show, the CEO of a company alters his/her looks and goes to work in the lower ranks of his company. Carefully edited to make each CEO look completely incompetent at any position, the opportunity unveils critical areas needing improvement. Each CEO seems to finish the show proclaiming it was “the best experience” of their lives.  They uncover seemingly hidden treasures called hard-working dedicated employees who usually receive a promotion or fabulous vacation when the CEO comes clean about his/her identity.

So let’s imagine you have the chance to go undercover at your own organization. What would you find? 

 Here is my challenge: Conduct business with your own company as a customer or client normally would.  Call on the main phone line, walk in the front door, encounter your employees.  Don’t look for what is working fine, rather “Declare War on your Company Comfort Zone!” says Mark Stevens, author of Your Marketing Sucks…followed by the sequel, Your Management Sucks.  (I highly recommend both books but they are tough to give out without initially offending people.)

Look for the areas where complacency has begun  to grow like a new seedling and is ready to pop its sprout of “I don’t care that much” out at any time.  What are the little areas that  have gone unnoticed but could begin to have a big impact?  We call these the Sour Notes of business.  You may or may not notice them, but enough of them put together kills your company Vibe and ruins the experience of your audience.  

Here are a couple of real-life examples of sour notes:

  • Poor telephone answering skills, no on-hold experience, a monotonous voice that communicates lack of concern
  • Sloppy construction workers that leave a mess behind
  • Doctor’s who don’t apologize when little things go wrong, like accidentally puncturing a lung in surgery
  • Websites who bury and hide customer service phone numbers
  • Any restaurant with a dirty bathroom (must mean the kitchen isn’t very clean either, right?)
  • Churches with information display windows that haven’t been cleaned in years and sun-faded promotional pieces displayed

…and these are just a few from my last week of experiencing different organizations. 

So I encourage you to go on a hunt for sour notes that are affecting the experience of your customers.  Do it by the end of the week and…

There’s a Reward for you to participate!

You will be rewarded for participating!

 For the first FIVE people who find and fix sour notes in their organization, I will send you either a copy of our newest book, “The Social Cause Diet” with 45 inspiring stories of people who volunteer time to help others, or a $500 gift certificate that can be used toward one of our three most popular workshops:

PERSONAL VIBE  Our newest Personalities Workshop!

DELIBERATE DIALOGUES   How to engage in the most needed conversations without them getting personal.

WHAT’S VIBE GOT TO DO WITH IT?  Just like a jazz band, every organization gives off a Vibe. That Vibe directly impacts your bottom-line either positively or negatively. This workshop teaches everyone on your team how to be intentional about building your company’s Vibe!

Just send me an email at jody@jazzbc.com and let me know what Sour Notes you found and fixed and either you will receive the prize of your choice listed above…or you will receive an encouraging email from me along with seeing a positive impact on your business.

I look forward to hearing from you soon! Happy New Year!

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