Undercover Boss: what your team will teach you when they think no one is watching

There is a new reality TV series about the company CEOs going undercover in their organizations to learn what goes on at points closest to the customer. In the process, the CEO is introduced as a new employee who is in training for an entry-level position. Each CEO spends several hours at various locations and interacts with myriad employees. Generally, the CEOs learn potent lessons about the great people who work for them: they meet average men and women who labor to pay the mortgage, save for college, or buy their kids' books for school. The stories have been enlightening and filled with hope, from both the humanistic and business perspectives.

In a world where we hear about violence, apathy, and resentment in the workplace, this television series portrays inspiration and possibility. It reveals employees who care deeply about customer service, their fellow employees, and the organizations with whom they work. It also shows leaders what happens when they completely shift their attention away from shareholder value, quarterly profits and other executive responsibilities, step back and view the organization through the eyes of the employees who deal with customers day-in and day-out.

When was the last time you dug in at the front lines of your organization? Regardless of the gimmicks inherent in reality TV, the notion of being in touch with employees at the point of customer connection has profound merit. We strongly encourage you to walk, drive, or fly around and see what is going on at the front lines of your organization. You may be pleasantly surprised when you meet the men and women who are advocates for your organization. No doubt, you'll be inspired by their stories! And you'll have experiences which will refresh your thinking, policies, systems and commitment to the great organization that you lead. It's going to shed new light on quarterly earnings and shareholder value.