Undercover Boss Learns It Isn’t the Product – It’s the Employees

UPDATE 9-21-10 – I don’t know why, but the video has been pulled from YouTube. It was a perfect example of how an employee can personally interact with customers without interfering in her ability to perform her tasks. Bummer.

Last night there was a repeat of the 7-11 episode of Undercover Boss.  If you haven’t watched this show on CBS – I highly recommend it – new season starts next week.  In this program, President and CEO of 7-11, Joe DePinto, goes undercover.  First stop?  The store that sells more cups of coffee a day than any other – 2,400!  That’s a lot of caffeine.  So Joe – disguised as new employee “Danny” spends a shift learning just what the secret of this location is.  Code name:  DELORES.

Delores is easy going, cheerful, greets customers by name, takes the Danny mishaps in stride and genuinely loves what she does and it shows. From playful punches in the arm to heartfelt hugs – she starts her customer’s day off with warmth, a smile and oh, by the way…a cup of coffee.

Imagine if you were greeted that way by the businesses you frequented.  How likely would you be to return? How likely would you be to tell your friends?

When Joe first talked about a store that sells that much coffee, I expected to see a superstore the size of a Wal-Mart, but it looked like any other corner convenience store.  The only difference? An employee that understands the value of building customer relationships.