Roto-Rooter Undercover Boss

I haven’t watched much of the new hit CBS reality show, Undercover Boss. Until last Sunday’s episode, I had watched bits and pieces. Last Sunday, I watched the whole thing, featuring Roto-Rooter’s President and COO. I’m sure this episode was structured like the others: executive goes undercover; works various jobs in the company in different locations; discovers there are some tough jobs; finds good employees who have compelling personal stories; and then is reunited with employees to reveal his true identity.

What I’m not sure of is whether the last segment of the Roto-Rooter installment was like all the others. RR’s president turned out to be an emotional guy. He was genuinely moved by the plight of some of the employees with whom he worked. I suspect if every CEO or president could work in the shoes of his or her employees at levels up and down the line, most workplaces would improve in terms of the treatment of all employees.

I was, however, a bit confused by what the RR president did at the end of the show. For the employee whose disability claim had been denied, the president looked into it and found that there had been a paperwork foul-up and that the employee was really entitled to disability benefits. The error was corrected. But the president went on to give the employee special health food to help with his heart problem and to install a gym in his home.

For the single mom who had an autistic child and had trouble making ends meet, he told her that the company was paying for special therapy for her child and giving her $5,000 to be applied to a mortgage on which she was behind. For the hard working front line employee who cleaned out crap and the like all day and then helped coach his children’s basketball team at night, requiring him to make several trips in his car to pick up the kids who didn’t have a way to get to practice otherwise, the president gave him a promotion and a new van to use in hauling all the kids at one time to practice.

What the president did was moving and big-hearted. But it seemed he was singling out employees for help rather than changing policies that would inure to the benefit of all employees. As kind as the gestures were, I wondered what in the world all other RR employees thought when they saw the show. Was he setting policy for the whole company by these one-off charitable actions? Would all unhealthy employees get a home gym? Would all single moms get special treatment for their physically or mentally challenged children plus money to help pay the mortgage? Would all after hours coaches be provided a van.

I don’t know the answers to these questions. I do know that, from an employment law standpoint, what the president did was potentially dangerous. Maybe the RR executive team and board of directors had signed off on his actions. Maybe they’ve signed off on new policies for the entire company. Maybe RR’s lawyers had given the ok. Or maybe the admonition that “no good deed goes unpunished” will come home to roost at Roto-Rooter.

The truth is that, even in this down economic time, employers could provide employees with much needed benefits: child care, fitness programs, even vans and special health care (the list is endless). Maybe Roto-Rooter is really doing this across the board, but that kind of action comes from a rare company. The company doesn’t just have to make a lot of money. It must be willing to allocate the money differently. At least some of the money going to the executive team and other members of upper management has to be given — paid, if you will — to rank and file employees or on their behalf.

Such action wouldn’t be the result of government-sponsored socialism. It would be the result of altruistic-minded capitalists who don’t need to become zillionaires to run and lead a successful organization. It could happen, but it won’t.

1. 

   Nae says:

   April 7, 2010 at 10:54 am

   I did not see this episode, but I have seen several others. Many of the CEO’s did as this one did. It made me wonder at first if it was part of the contract with the producer.

   One episode covered Herschend Family Entertainment. That CEO really seemed to get it. He helped out individuals, but the main thing was he changed policies and procedures so that ALL employees working in those areas would benefit.

   This show is a big hit, and many fans are thrilled to see the CEO finally understand their plight. However, I can’t help wondering if they ‘got it’ at all, or if it was just about appearing good on television. Darn! I hate to be a cynic.
2. 

   John Phillips says:

   April 7, 2010 at 11:05 am

   Nae,

   Thanks for your comment.

   This day and time, cynicism is a way of life, especially when it comes to CEOs. Even though the Roto-Rooter guy was emotional, it’s not possible to know whether he got it.

   I liked what you said about the Herschend Family Entertainment episode. CEOs going undercover should result in a lot of policy changes. In the RR episode, it seemed that individual employees were being affected by what President decided to do, but I didn’t notice any reference to policy changes.

   John
3. 

   Mike Morrison says:

   April 13, 2010 at 1:49 am

   Making policy changes is not good TV… but seeing individuals gain is good TV

   If all a CEO did after a programme like this was “in front of the cameras” then as more jobs become available, they deserve all the employee losses they get!