Could be my new favorite TV show!! I watched 3 episodes of “Undercover Boss” last night (thank goodness for my DVR).  I loved the show!  Apart from some minor skepticism about the process of choosing the employees with whom the ‘undercover CEO’ was spending his time (as it should be, they were clearly those previously identified as high-potential and /or those who had really touching personal stories), I thought it was terrific.

For those of your not familiar with “Undercover Boss,” here’s the premise according to CBS.com, “Each week a different executive will leave the comfort of their corner office for an undercover mission to examine the inner workings of their company. While working alongside their employees, they will see the effects their decisions have on others, where the problems lie within their organization and get an up-close look at both the good and the bad while discovering the unsung heroes who make their company run.”

In the realm of leadership, two things stood out so vividly.  They are, in fact, obvious, and most leaders intuitively know them, but so often fail to act on them:

1.       Employees want to be heard … they want a voice … they want to be asked.

2.       Employees need to have their personal lives (issues, joys, challenges, dreams) recognized.

The shows highlighted the fact that so many decisions are made by the folks working at the corporate headquarters that impact field operations, yet no one from ‘the field’ was ever asked to provide input. The very people who are closest to the customers, to the operations, and to the market, aren’t being asked to provide input on what is best for the company.   When you see this premise in action, masterfully edited by CBS, it’s such an obvious ‘duh’ for the CEO!

The shows also highlighted how much employee good will, retention, motivation, engagement (call it what you will) is gained by the simple fact of company leadership listening and responding to the personal lives of employees.  Too often, I believe, many leaders don’t want to get involved in the personal lives of their employees … “let’s keep work and personal lives separate” … yet how can the two not be integrally attached.  It’s a proven fact that employees who are more “satisfied” at home, rate their “satisfaction” with their jobs higher, which translates into improved performance.  Simple! 

By responding to personal challenges faced by their employees, the CEO’s who were highlighted came across as passionate and caring leaders, and I guarantee built life-long loyalty in the employees with whom they helped.  One man needed help filling out his disability paperwork properly; they helped another man get back on his feet after a flood destroyed his home; they helped a woman secure appropriate education and child care for her child who has special needs.  All were grateful beyond words … and CBS created tissue-worthy drama!

When leaders at all levels listen to their employees and take an active interest in their lives, the resulting loyalty can’t be measured.  No big raise, outstanding performance appraisal, or generous stock option grant will build loyalty, and a work ethic leading to outstanding performance, like that which is created by making employees feel valued in the organization and as individuals.

Do you watch the show? What do you think?