Undercover Boss Analysis of Chris McCann: COO of 1-800-FLOWERS

Brief Overview:

In this week’s episode of “Undercover Boss”, Chris McCann, COO of 1-800-FLOWERS, tries his luck as a typical flower store employee, as well as a chocolate factory worker.

Analysis

Nice flower arrangement, Chris.

Position 1: Flower Design Arranger

Overview: “Pat” works with designer Pauline cutting, clipping, and arranging flowers in selected styles.

Result: Pauline explains that she grows bored creating the same few arrangement styles day in and day out. She mentions that she frequents flower design shows (paying out of pocket), and believes 1-800-FLOWERS is using dated designs. She also notes that she’s unaware of any training programs offered by the company to keep her design skills up to par.

How he made amends: Chris insists that she spend a day with the corporate design committee, and promises to let her create her own collection.

What he should have done: Chris missed a biggie here. Pauline is unaware of any training programs offered by the company, and lets Chris know this. Chris even comments on the fact that the company has ongoing training programs, and they need to make their employees more aware of that fact!

And what does he do about it? Zippo. Zilch. Nada.

"This may tickle a bit."

Position 2: Chocolate Factory Worker

Overview: Nicole spends a few hours teaching “Pat” how to box and package chocolate at the chocolate factory. No sign of Willy Wonka.

Result: Chris is informed that the factory team must meet certain packaging goals, or suffer the consequences.

How he made amends: Chris creates an incentive program for reaching certain production goals. He also asks Nicole to assist in setting the goal points.

What he should have done: This is a great idea in principle. An incentive based reward program can be very effective, as long as the incentive is worth the work. Nicole should be able to ensure that, now that she has a say in the goals. It’s kind of like that crazy teacher in high-school that let you choose the “grade you deserve”.

'Dis is Dee store manager.

Position 3: Flower Store Employee

Overview: “Pat” assists store manager Dee in running the day to day shop duties.

Result: Chris is impressed with how well Dee was able to bond with her customers, and wishes he could “bottle her ability to connect with customers”, and pass it around to the other stores. At one point, her boss stops by (who knows Chris), nearly blowing his cover, but Chris is able to pull him aside and get him to play along.

How he made amends: Chris promises to name an arrangement after her, titled “Dee’s paradise.”

What he should have done: This was another miss for Chris. He made no effort to truly find out why Dee was so good at her position, and made even less effort to share this knowledge with other stores.

Instead, he let’s her make her own flower arrangement. For what purpose, I have no idea. She wasn’t complaining about the company arrangements like Pauline (girl from job 1). Perhaps he got them confused?

What he should have done is a case study on Dee to figure out what about her creates such a bond with her customers. Is it her politeness? Creativity? Punctuality? Whatever it turns out to be, shout it from the rooftops and let the other stores in on it.

Chris took great care of each and every customer. All none of them.

Position 4: Flower Store Employee 2

Overview: “Pat” is paired with Sheryl, and assists her with running a quiet 1-800-FLOWERS store.

Result: Chris is concerned with just how few customers actually stopped by (one). Sheryl does no active marketing, and suggests that the 1-800-FLOWERS brand name leads people to believe that they only sell flowers online or over the phone.

How he made amends: Chris promises to provide her store with marketing assistance, giving no real details.

What he should have done: The “general marketing assistance” is probably the best he could offer in this case.

One item he didn’t really address was her comment about the 1-800-FLOWERS brand name, which didn’t seem to work well in her area. Starbucks recently removed its branding from a few stores for a similar reason – it’s brand is becoming a liability. Chris could follow their lead and de-brand Sheryl’s store, so it would look like a ritzy, independent florist instead.

What’s the worst that could happen? She still gets zero customers?

Took the words right out of my mouth.

Position 5: Flower Store Employee 3

Overview: “Pat” spends the day with manager Jose, at yet another 1-800-FLOWERS store.

Result: Jose tells Chris about how he came to work for the company, initially as a young boy helping out with odds and ends, and eventually working up to manager. He had to get a job very young to help provide for his family. Chris’ brother (CEO) stops by and purposely attempts to make him feel uncomfortable.

How he made amends: Chris wants to personally mentor Jose, and would like to offer  him $25,000 towards starting his own franchise store.

What he should have done: Chris got this one right. That being said, it’s hard not to, as there was no real issue presented to him. Another sob story, another monetary gift. Standard UCB protocol.

Grade:

Every rose has its thorn…in some cases more than others.

We weren’t impressed. Chris missed out on quite a few opportunities for improvement, and the issues that he did address correctly were essentially freebies.

So why the “C”? Chris’ redeeming quality is the fact that he was able to remain undercover in not one but two occasions in which he had to interact with people who knew him. That spells bonus points in my book.

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