The concept behind the CBS television show Undercover Boss, although the approach is somewhat dramatic and underhanded, is that of a senior leader becoming a “secret employee” at their own business. These senior leaders shadow their employees and learn about the real work lives that their employees experience.
In the purposeful, positive, productive organisations I study, senior leaders don’t see the “live in your employee’s shoes” as a once-in-a-career opportunity. They see it as a regular occurrence. When senior leaders take the time out from their daily strategic and administrative tasks and meetings, they can truly appreciate which policies and procedures help, hurt or hinder employee engagement, service, and results in their organisations. This practice is at the heart of authentic leadership, which benefits both employees and organisations. Instead of going undercover, let’s look at what it would be like to go side-by-side!
Working Side By Side With Employees
Employees possess a great deal of knowledge about the systems and norms that enable effective performance and great customer experiences. They also understand which policies and procedures hinder them from doing the right thing the right way the first time. Senior leaders need to honour their employees’ knowledge and savviness by learning from their staff members, side by side.
Identify a few employees who are willing to have you shadow them for two hours on a specific workday. Schedule appointments with them. Let’s say Bill is your first appointment. Stand by, Bill, and observe him as he does his job. At the end of those two hours, take Bill out for coffee or soda. Ask what gets in his way on a day-to-day basis. Inquire about how you can improve his work environment so he can perform more effectively and serve customers better. Act on his suggestions as soon as you can. Schedule your next “side-by-side” appointment with a different employee in a different department.
Do this two times a week. Over the course of a year, if leaders shadow their employees, they’ll meet with over 100 employees and learn a great deal about their work environment. And, by acting on their suggestions, you’ll make significant workplace improvements that will inspire better performance, higher service delivery, and increased employee work passion.
