Undercover Boss or Extreme Makeover Corporate Edition
I was starting to get frustrated with the CBS show Undercover Boss. The storyline was starting to become all too predictable. CEO goes undercover and follows hard-working employees who are down on their luck. They've either lost a loved one, suffered property damage from a natural disaster, or struggled with caring for a disabled family member. That's not the frustrating part. I admire each of these hard-working individuals and can relate because we all are suffering, or have suffered. It's a part of being human. What was starting to frustrate me was the CEO's response: "Here's what I'm going to do for you. I'm gonna give you $5,000 to fix your house, pay for childcare, etc."
The TV show was starting to feel like Extreme Makeover Corporate Edition. It appeared that the producers purposely picked employees with these major sob stories. Then the CEOs would dish out money as a quick fix. I wondered, what do the other employees think about this? I am sure that there are hundreds of other employees that could really use the money. Why would just this one employee benefit? Why not do something for the whole company if the purpose of the show to better the company.
Last night, in the season finale, the show redeemed itself when it featured 1-800-Flowers. At the end of the show, the President and COO, Chris McCann, sat down with four or five employees and did not give away one cash handout. He initiated an incentive plan that would benefit all employees, gave a plant manager the on-going opportunity to participate setting production goals, offered to personally mentor a young store manager, and offered another store manager the opportunity to help design the Mother's Day arrangements.
The most touching moment for me was when he offered to name an arrangement after a store manager named Dee. Dee is the manager of the store that grosses the most revenue for the company. Dee had an amazing relationship with customers. They greeted Dee with a hug, shopped regularly, and their children brought Dee gifts. When the CEO revealed his true identity face-to-face, he verbally recognized her achievements. Then he promised to name a floral arrangement Dee's Paradise in her honor. She was moved to tears, had trouble controlling her emotions, and uttered something to the effect that this was the greatest thing anyone has ever done for her.
Here is the takeaway: People are NOT motivated by money! As Daniel Pink states over and over is his new book, Drive, there is a huge gap between what science knows and what business does. People are intrinsically, internally motivated by purpose. People want to be listened to, appreciated, and recognized. Most importantly, employees want the opportunity to grow both personally and professionally. Once people are paid a fair wage and their needs for food and shelter are met, they seek higher needs as classically illustrated by Maslow.
