Feedback: Entering the Story

Whether you believe the CBS series Undercover Boss is over-produced, brings value, or is cheesy the stories are often compelling. A recent episode features Belfor Restoration; what a message!

Who wants some feedback?

The show clearly illustrates a core leadership practice: listen to the story and you will hear helpful feedback.

Some CEO’s are going undercover?Who would be on your short list  for such an experience?

The CBS series, UNDERCOVER BOSS follows a different executive as they leave the comfort of their corner office for an undercover mission to examine the inner workings of their companies.  While working alongside their employees, they see the effects that their decisions have on others, where the problems lie within their organizations and get an up-close look at both the good and the bad while discovering the unsung heroes who make their companies run.

What if…?

What if hearing someone’s story becomes feedback? And, what if the feedback is received? Can you imagine the impact on employee engagement and business growth if leaders are free to see:

• How their decisions impact others
• What hinders their employees
• What life on the “front line” is really like
• The people

A powerful message comes from Jen, water technician for Belfor Restoration. Her day comes to an emotional end with Sheldon Yellen, CEO of the disaster recovery company. Yellen is so moved by his experience and his day working alongside Jen that he blows his cover to make a promise; unfreeze her pay grade raise.

Listen to her words in this 2-minute video.

What is the lesson to remember?

• It’s the people.  Whether you are the boss, a boss, or a front-line contributor remember – the business of business is people.  In Jen’s words:

If not for me and for the other people that give a damn, he wouldn’t be anywhere and he needs to keep it real with the people like me; I’m the one that makes him money. Ultimately I don’t cash in on these jobs; I get paid by the hour, I don’t get anything but what I work for with this job.

She gets it and is willing to play her role in the story.

• It’s the people.  Whether you are the boss, a boss, or a front line contributor, remember – the business of business is people. In Jen’s words:

You know and I could never ever say again I feel invisible, never ever and I don’t’ want to feel invisible; and I don’t.  And I believe in him and I believe he won’t let me feel that way…and that’s nice, it’s real nice.

See me, respect me, appreciate me, and my contribution.

• It’s the people. Whether you are the boss, a boss, or a frontline contributor remember – the business of business is people. In Jen’s words:

I feel like I’m going to wake up any second now, and not have had this happen. Somewhere I’m going to wake up and just be like, “Ah crap.”  But I’d still get up and go to work, so I guess that’s all that matters.”

Her character and commitment are inspiring.

Who do you see?

How many people feel invisible? How do you feel in your work place?

Recently I wrote about this reality in Gratitude, Technology, and People:

The business of business is people.

Technology is nice, people are essential.

Thanks Jen for reminding me of how it feels to be invisible and how good it feels to be recognized, acknowledged for your contribution.

It’s easy to take a shot at those at the top. And yes, it’s easy to become insolated from the front lines.

Here’s the question:

How well do you listen to the stories of people?  What are you doing with the feedback to improve your performance?

Please join me in this conversation, I’d love to hear your thoughts; comments welcome below.