The CBS TV show Undercover Boss is an interesting concept. It provides the opportunity for an executive of a major corporation to literally go “undercover” and fill a variety of positions within his/her organization. Generally speaking, the positions are close to entry level, often doing demanding or physical work.
The show provides an insight to how vertical communications and a corporate vision can break down as the gap between front line employees and executive level employees widens.
I am particularly sensitive to this, as the company that I work for has grown significantly over the last few years. Two years ago, as my responsibility grew to six departments, I added two Directors to my structure. This caused quite a stir initially, as some felt that I was removing myself from the day-to-day leadership of our business unit. On the other hand, I felt that adding these two remarkable people would actually strengthen the leadership team as a whole.
Then, this past weekend, my office was moved from the 4th floor of the building where five of my six departments are housed down to the first floor of our original building with the rest of the executive team. Some people have again commented that I’m “leaving” my departments. I have tried explaining that my first priority has to be as a member of the executive team, and that focus will serve all of the departments well. One’s peer team is the primary relationship and one’s vertical team is secondary (albeit a very close second!). That is not something easily understood by the people who think that, as their leader, I should be still be constantly among them.
I am glad that our communication is such that people feel comfortable sharing their concerns with me. Hopefully, my ongoing behaviors will continue to provide the space for that, no matter what floor my office is physically located on. I know that it is up to me to keep all of those important relationships, with all levels of my team, alive and healthy.
Which brings me to Sunday night’s episode of “Undercover Boss.” Bill Carstanjen, COO of Churchill Downs, Inc., travelled to some of their lesser known horse track locations. He helped feed horses, clean banquet rooms, and support jockeys in their race preparation. Bill learned a very important lesson; if he didn’t really understand the day-to-day challenges of the employees on the front-line, he could not being as effective as he otherwise could be as a leader.
In closing comments to his staff, after the big “reveal” of his true identity, Bill shared the following comment:
The most important things in life start with human interaction. It starts with talking. It starts with caring. That’s something we all need to understand better.
I hope that the viewers of the show stayed tuned in through the very end to hear Bill’s statement. It was a critical lesson he learned, and an important one for us all to understand. The one thing I would add is the need to listen, too.
How can we act on this today? To whom can we demonstrate that we really care? Starting today, who can we interact with and learn from?















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