The most recent episode of "Undercover Boss" saw the CEO of the Dwyer Group, Dina Dwyer-Owens, go undercover in the company her father built to ensure that each franchise was implementing the 14 steps to success.
This was the main theme at each franchise the company oversaw. The Dwyer Group is the parent company of several niche franchises including plumbing, electrical, appliances and landscaping. The boss transformed into Faith Brown, an office worker who was participating on a reality show to "try" different types of positions.
The first stop was at the company's Mr. Rooter franchise, where Faith worked alongside with Wayne the plumber. Wayne was a polite and patient worker whose first reaction was of shock to see that his trainee was female. However, Faith's gender did not sway Wayne's ability to incorporate the 14 steps in his practice. He did, however, disclose a personal matter revolving his compensation, to which Faith excused herself and phoned the franchise's president. Wayne's personal life revealed a non-verbal autistic son that Faith felt emotion for, and ended up helping out during the reveal by donating $20,000 to assist in Wayne purchasing a house.
The second job for Faith was at Tennessee Grounds Guy, a fairly new business for the Dwyer Group. Jake, a 20-year-old supervisor, took her under his wing and had her cut down a tree and mow a lawn. Faith barely completed the tasks but the surprise was when she learned that Jake's father committed suicide and left Jake to care for his four brothers. During the reveal Jake was awarded a truck that fit his brothers as well as his very own Grounds Guy franchise.
The third stop was at a Mr. Electric in Texas. Unlike the first two jobs, Faith was stunned to see that Brock did not abide by the 14 steps, with Brock saying that some customers did not care for them and they really just wanted the job to get done. A few times during their partnership, Faith asked about the 14 steps and Brock dismissed them each time and insisted he do things his way. Needless to say, the reveal had the CEO disciplining Brock, asking him to give the 14 steps a try.
The final stop was also in Texas at a Mr. Appliance. Faith was pleased to see another female technician and the two quickly bonded. Tanna decided to stop at home to visit her children since she didn't get to spend as much time with them since she started working. She told Faith about getting a second job to make more money. Faith ended up giving Tanna $10,000 to open up a college fund and a $25,000 bonus for being a hard worker, who happened to follow the 14 steps of the company.
Learning to AppreciateThis episode focused on a company whose CEO was the daughter of the founder. Dwyer-Owens' concern was that she didn't "earn" the company by working her way up. Going undercover not only allowed her to appreciate what she had, but it also gave the company much-needed visibility.