It's been a few days since Undercover Boss (Sundays at 9/8c) aired right after the Super Bowl. We're still a little obsessed with it and like to talk about the show to anyone who will listen.

If you haven't seen it, the premise is simple: The head of a large corporation trades in his suit and tie for a week as he "trains" with several employees in the field (and a documentary crew gets it all on camera). Sunday's episode featured Larry O'Donnell, president and COO of Waste Management. Zaniness ensued when an employee "fired" Larry for doing a poor job of picking up trash from the side of a hill, and heartstrings were tugged when a residential customer praised a field worker in front of the Big Boss.

The show is designed to be entertaining, so it's cheesy at times and seems to be a little set up in others. But the show is basically every employee's dream--to have the boss spend a day in your shoes so he sees what it's really like to clock in, pick up trash, or clean toilets every day.

While CEOs or other C-suite execs won't learn anything about running a company from the show, there are some communication lessons that apply:

1. Don't be afraid of looking dumb. Agreeing to go on the show is a risk, but the payoff is worth it. We think a lot of CEOs would be wary of failing at basic tasks in front of a national audience. But showing that you're willing to try and that you actually want to go through what your employees experience is a powerful morale booster. Public response to the show has been largely positive, which surely has helped build Waste Management's reputation.
2. Everyone wants to be appreciated. The most moving parts of the show were when customers shared their appreciation or when Larry recognized workers for a job well done. In fact, he promoted one worker to a salary position with a bonus option. Appreciation doesn't have to come in the form of cash. If an employee does a good job, a thank you note or a pat on the back from the boss can go a long way.
3. Listening to your employees is critical. Larry didn't realize how his cost-cutting measures were affecting front-line employees until he saw firsthand how his policies were being implemented. You can't always rely on regional or district managers to relay the message without it becoming sanitized and diluted. And you don't have to go on national TV to do it. Some of the executives we work with hold regular listening sessions with employees with the understanding that nothing they say can be used against them. Another writes an internal blog and encourages comments--positive or negative--from associates.

We can't wait to watch next Sunday's episode, which focuses on the oft-maligned wing joint Hooters. Maybe, just maybe, people's perceptions of the restaurant will change.

You may also want to check out:

'Undercover Boss' Interview: What Really Went Down at bnet.com

Photo and video from CBS

About the Author

Nikki Klemmer is an account supervisor at Atkinson Public Relations.

If you liked this post, consider subscribing to the feed or receiving new posts via e-mail.