Get Your Hands Dirty

Why Leaders Need to be Actively Involved at the Point of Delivery

I watched 'The Undercover Boss' on UK's Channel 4 TV yesterday evening.

It underlined for me the importance of leaders being actively involved at the point of delivery of your business, as the programme really showed how this gives revelatory insights that no amount of performance data ever will.

Yesterday's programme followed the UK boss of Best Western Hotels as he worked, undercover, as part of the kitchen, grounds and cleaning staff in several hotels. What he found was absentee-owners failing to invest, dedicated and overworked staff making up for half-thought-through expansion plans and blatant attempts to by-pass the quality control measures. As a an ex-Best Western fan, I'm sure even more would have been found if there'd been time!

I don't think the "undercover" part is necessary for anything other than sensationalising it for TV. And actually might work against you long-term, unless you want to become known as the kind of boss who sneaks around lying about your name and background. It worked out OK on the programme and it was genuinely touching to see during the 'reveal' the emotional impact that even a tiny bit of acknowledgment of their efforts had on the staff involved.

Key points for leaders who really do want to know and grow their business and to value the people who actually deliver it:

• get out there and get your hands dirty
• acknowledge people when they are trying to do a good job
• use quality measurement as a tool to direct support, not sanctions.

Click on the link below or the picture above to see the programme. Please note there are adverts at the beginning:
http://www.channel4.com/programmes/undercover-boss/4od#3105089