Undercover Boss GSI Commerce Episode “Villain” Danielle Campbell Tells Her Side
Danielle Campbell, the call center employee that was deemed rude by GSI Commerce Undercover BossMichael Rubin this past Sunday night, shared her side of the story on Associated Content:
What is it that you feel was left out on the Undercover Boss GSI Commerce episode concerning your side of the story?
One, Mr. Rubin spent all of 10 minutes with me and never asked me about my personal life at all, or my background. Two, the call was almost 10 minutes long, and the woman had done some yelling and crying, as well. Three, Mr. Rubin had no control of the call and kept saying “umm,” which was unprofessional and did not sound confident. Four, at GSI, there is a chat software, and the managers were listening to the call, they could have IMd me and advised that there was something I could do for her. I only had a couple weeks of training on the job. In addition, in the reveal part of the show, he had mentioned to me that my managers had said how great I was, but it was cut out for television.
Were you ever told why you spent so little time with Michael Rubin at the call center? Were they looking to cast someone as “a villain” and your call with the woman was timed just right?
I believe my time with Mr. Rubin was cut short because he was not happy with how I handled the call. The call was not a set-up, it just happened, and there was no scripting.
What happened to you after you had your meeting with the CEO of GSI Commerce regarding the re-training you were supposed to get?
He had told me he was going to implement a retraining program, and in January I demoted myself. By the beginning of the 2nd week of March I was no longer with the company due to some “unwritten” policy (not in the company handbook that I could find) and procedure mess, not related to the show, so I never experienced the so-called retraining in the three months following the show.
You appeared happy at the employee rally with Michael Rubin. Is that because the GSI Commerce CEO told you that you’d did a good job off camera and even on camera, which you say was cut out?
As far as why I looked happy, because I was, due to not being canned. Mr. Rubin had said that the reason I was not canned was because my managers said what a good job I had done.
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“Undercover Boss” Amuses Theme Park CEO
Joel Manby, president and CEO of Herschend Family Entertainment, the largest family-owned theme parks in the nation, learned that it takes a lot of hard work to keep the fun and excitement alive on CBS’ “Undercover Boss.
While undercover, he meets a kid-friendly captain who loves his job conducting the “Ride the Duck” tour and learns that it might be easier to run a boardroom than to keep the attention of a boat full of kids.
Manby also works the front gate at Silver Dollar City Theme Park, where he learns that first impressions and a warm welcome make all the difference.
He also meets a young man aspiring for his job. A roller-coaster enthusiast, Manby’s employee shares his passion along with some ideas he hopes to implement when he takes over the company.
“Albert does overwhelm me a little bit, but you can channel that,” Manby says.
His employee speaks highly of Manby as well, saying, “He is an awesome guy.”
Read the full story on CBS News
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What ‘Undercover Boss’ Teaches Us All
With far too many Americans out of work, and employers cutting another 20,000 last month, many people have come to blame chief executive officers for not having the pulse of their own companies. Undercover Boss has done nothing to change that impression.
In the first episode Larry O’Donnell, the CEO of Waste Management, poses as “Randy Lawrence,” a construction worker supposedly being filmed for a story about down-on-their-luck Americans in search of entry-level employment. O’Donnell, who earns nearly $3 million a year according to company filings, experiences the backbreaking work of the company’s frontline employees. He’s even fired during his seven-day stint after failing to fill a trash bag.
During his undercover week O’Donnell sees an employee stretched impossibly thin by performing eight different jobs and also finds that he can’t keep up sorting cardboard and recyclables. “I’m going to approach the whole way I do my job differently,” he says on the show. “I don’t want to be doing things that are going to cause disruption. The things I’ve learned could change the way we do business forever … and make things better for our frontline employees.”
His experience shows why leaders who focus solely on the balance sheet can’t succeed. If executives look only at numbers, they can’t make the most of honest feedback, recognize the limits of their knowledge or avoid repeating mistakes. When leaders see their shortcomings as a chance to learn and grow, they gain the ability–and credibility–to help others do the same.
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It will take a while to see if any of the leaders featured onUndercover Boss fulfill the promises they’ve made on the show, but that the program is on at all illustrates that CEOs are beginning to understand that they’ve got to change if they’re going to truly succeed in a postrecession world.
Read the full story on Forbes
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TV’s ‘Undercover Boss’ makes surprise visit to Camden’s Adventure Aquarium
Mercedes Franklin never noticed her new co-worker John Briggs bore a remarkable resemblance to the man whose picture graced the cover of every company newsletter.
“I felt kind of stupid that I didn’t put two and two together,” said Franklin, a cash control specialist at the Adventure Aquarium. “In the hallway, there’s a newsletter with his picture on it and I pass it, like, 100 times a day.”
It ends up John Briggs was really Joel Manby, president and chief executive officer of Herschend Family Entertainment, the aquarium’s parent company and Franklin’s boss.
Manby spent an entire day in July helping Franklin run the aquarium’s Creature Feature exhibit, a touch tank, and wiping fingerprints off the glass at some of the exhibits.
“They told us it was a documentary on a young man who was unemployed and wanted to go back into the work force,” said Franklin, who lives in the Parkside section of Camden.
Manby said he agreed to do the show because he wanted to know what it was like to work an entry level job at the company he runs.
“I was amazed by the dedication and hard work of the employees,” Manby said. “I have a caring heart. We had a lot of hardship growing up. I’ve always been concerned when I have to make difficult decisions.”
Manby spent two days at the aquarium and said interacting with his employees totally changed his outlook.
“At the end of the day, I was so run down,” he said. “Mercedes was such an amazing lady.”
Read the full story on Courier Post Online
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Why More CEOs Need to Clean Toilets
Lessons in leadership from “Undercover Boss.”
In the new reality show, “Undercover Boss,” executive leaders go “undercover” as new hires in entry-level positions, to better understand how their organization works.
The first episode featured Larry O’Donnell, President of Waste Management, Inc. cleaning porta-potties along with one of his employees. After each show the executives reveal their true identity and talk about what they’ve learned.
To some people this is a revolutionary concept, but I have to ask, “Why doesn’t every manager, executive or CEO take time to understand what their employees actually do at work?”
I’ve conducted numerous organizational assessments and have spoken to several thousand employees, during my last twenty years as a consultant.” My clients include; hotels and restaurants, high tech, facilities and waste management, airlines, transportation, beverage bottling and distributing, public works, and call centers.
The most common complaint and question I hear is, “Why doesn’t my manager/ director/ CEO, try to do my job?” followed by, “ if he or she tried to do my work, they would understand what I have to deal with everyday.”
This is a big “DUH!” The common mantra these days is, “engaged employees are productive employees.” Employees who think you have no idea or empathy for them are not going to be engaged.
Read the full story on Fast Company.
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Undercover Boss – The Biggest New Hit
The biggest new hit on television is a reality show that did not get a head start in the summer, that remained dormant for half the television season, that seemed to have little chance to appeal to younger viewers, and that had to face formidable competition not only from “Desperate Housewives” on ABC, but also from three straight weeks of the Winter Olympics on NBC.
But the evidence is irrefutable: “Undercover Boss” on CBS is — so far at least — the breakout hit of the year, with the largest audience, the strongest appeal to younger viewers and the best performance against the toughest competition.
And it’s on CBS, the network that usually steers the conversation away from the young-viewer ratings that the other networks emphasize. With “Undercover Boss,” CBS is bragging about those numbers. The first thing that Kelly Kahl, the network’s top program scheduler, mentions about the show is how well it has done in the “young demos.”
As Mr. Kahl put it: “I can’t remember an audience profile like this. It has over a 3 rating with men between 18 and 34. When have you seen that on CBS?”
So how did it happen? Read the story on NY Times
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UNDERCOVER BOSS “GSI Commerce” Episode 6 (Michael G. Rubin – CEO)
Watch a sneak peek of the new episode of UNDERCOVER BOSS “GSI Commerce” Episode 6 (Michael G. Rubin – CEO) which airs Sunday March 21 (9:00-10:00 PM, ET/PT) on the CBS Television Network.
Episode Synopsis: UNDERCOVER BOSS “GSI Commerce” Episode 6 (Michael G. Rubin – CEO) – Michael Rubin, CEO of the billion dollar e-commerce giant GSI, which provides customer service and product shipments for online orders to numerous top U.S. retailers, goes undercover in his own company where he discovers that rushing through a task can result in injury to others, and that his packing and shipping skills are not up to company standards, on UNDERCOVER BOSS, Sunday, March 21 (9:00-10:00 PM, ET/PT) on the CBS Television Network.
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6 Lessons from Undercover Boss – Week 6
The following are the lessons learned by Dave Sabol from the GSI episode, as posted on his blog:
- Ideas for efficiency come from the floor, not the HQ, if you want to know how to make things work better, ask the employees – especially those that are new(er) not “so-called” experts.
- Attitude, and aptitude, needs to be the key qualities you look for in employees. A good attitude can be contagious, but so can a bad one. Hire wisely.
- Don’t get so focused on growth that you lose track of cultivating what allowed you to grow in the first place.
- Hold employee’s to a high standard, be understanding, but also realize when they are simply compromising company values. It takes just one bad employee to make a great company look not as good.
- Life is so much bigger than business. Don’t think that development has to be professional only, improving yourself at a personal level is just as beneficial. Always be looking at those around you to see what you can learn from them that can help you be a better person?
- Rewards and recognition don’t always have to be direct, you can support an employee by supporting something they feel is important. Get creative and acknowledge them individually. Sure it may be more work but it will also gain you a lot more loyalty. People notice when you care about things that are important to them.
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Montco CEO of e-commerce company to be on “Undercover Boss”
The top executive of a Montgomery County e-commerce giant is the latest CEO to go behind the scenes in the new hit CBS series“Undercover Boss” at 9 p.m. Sunday.
“I have missed the opportunity to be close to the day-to-day activities that are at the center of what we do and what enables us to deliver value to our clients and consumers,” Rubin says. ‘“Undercover Boss’ allowed me to better connect with the thousands of associates that make our company so successful. It was truly an amazing experience that I took to heart.”
Rubin started GSI in 1999 and at 37, he is one of the countries youngest CEOs . At age 12, he launched his first business in the basement of his family’s home.
GSI employs more than 4,500 people, rising to over 10,000 employees during the holidays and had revenues of more than $1 billion in 2009.
Read the full story on TV Watchers
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CBS ‘Undercover Boss’ back on top as TV returns to normal
- Image via Wikipedia
CBS was bolstered by its unscripted programming. “Undercover Boss” was Sunday’s most-watched program and 11th for the week, averaging 13.51 million viewers, while “Survivor: Heroes vs. Villains,” was 14th averaging 12.12 million viewers and “The Amazing Race” was 21st, with 10.10 million viewers.
Source:
O.C. register
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