Undercover Boss Analysis of Joel Manby: CEO of Herschend Family Entertainment

Brief Overview:

In this week’s episode of “Undercover Boss”, Joel Manby, CEO of Herschend Family Entertainment, tries a variety of front line positions at a number of theme parks within his company.

Analysis

"And if you look to the left, you can see where I left my dignity."

Position 1: Duck Tour Operator

Overview: “John” accompanies Duck Boat Captain Howard on a tour of a lake, providing fun for the whole family.

Result: Joel finds Howard particularly skilled in his role of Duck Boat Captain.

How he made amends: Joel asks Howard to teach the other Duck Boat Captains from all the other parks how to do their jobs better.

What he should have done: Joel asks for more work from Howard without mentioning more pay. Typical. Give the guy a raise when he clearly deserves it!

Boss Pro Tip: Employees are much more willing to put in more work when they get back more pay.

It's kind of like "Back to the Future", only opposite.

Position 2: Silver Dollar City Park Attendant

Overview: Albert teaches “John” how greet the park goers, and manage the baby stroller traffic.

Result: Joel learns that Albert works to pay his way through school alone. Albert also shows Joel some example park attractions he created in Roller Coaster Tycoon. At one point, Joel asks Albert about the CEO, to which Albert replies “he is an awesome guy”. This kid is a little too good.

How he made amends: Joel starts a new scholarship program, with Albert being the first candidate. Joel also offers to continue to pay Albert for 40 hours a week, without requiring him to work, while he takes classes.

What he should have done: The scholarship program is actually a great play by Manby. You don’t want to lose an employee with that kind of loyalty and devotion. Spend a few bucks to make “your investment” happy and ensure he doesn’t bolt to Disney World at the first opportunity.

No, you fools! NEVER CROSS THE STREAMS!

Position 3: Silver Dollar City Street Washer

Overview: Richard teaches “John” the ins and outs of washing down pavement. “John” has difficulty handling the giant hose. That’s what she said.

Result: Joel learns that Richard recently lost his home in a flood, which makes it difficult to care for his five children (two of which were adopted).

How he made amends: Joel provides the full $10,000 aid from their financial assistance program, and promises to have all the employees show up to his home one day to put it back together, Extreme Home Makeover style.

What he should have done: Joel already has the financial aid program in place. His employees just aren’t taking advantage of it.  I can’t imagine why anyone wouldn’t want the assistance, unless they:

1. Don’t know about it.
2. Don’t know how to apply for it
3. Don’t think they will receive it.

Joel – send out some documentation, or at least a few emails, to your employees addressing these issues. If they still don’t apply, then it’s a wash – pun intended.

"The names Bond. Corporate Bond."

Position 4: Showboat Server

Overview: “John” is paired with Jennifer, and assists with serving food and beverages.

Result: Jennifer explains the difficulties involved in trying to find a babysitter for her child, to work around her crazy work schedule.

How he made amends: Joel adds child-care to the list of covered areas for their financial assistance program.

What he should have done: Another great corporate policy play here. Adding child-care to the financial assistance program solves not only Jennifer’s babysitting issues, but should help the rest of the parent employees as well.

"Of course not, Jonathon. Billy the Goldfish is playing a game where floating upside down at the top is how you win! Yay!"

Position 5: Aquarium Employee

Overview: “John” works a variety of aquarium jobs under Mercedes’ supervision, including supervising a fish petting zoo.

Result: Mercedes believes she truly lucked out with her job, as she was homeless before hand. She just recently saved up enough for an apartment.

How he made amends: Mercedes is given an immediate raise, and told that she will have a chance to provide a list of apartment items that she needs – all of which the company will provide.

What he should have done: The terms of both the raise and apartment furnishings were too vague to comment much. Did he double her salary, or increase it by 50 cents an hour? Did he include a flat screen TV with the apartment furnishings, or just cover paper plates and plastic utensils? We may never know.

She had a sad story, he applied some corporate magic, and she looked happy at the end. That leads me to believe it was more than enough.

Grade:

He gets a season pass.

Joel surprised me. He was never fired from a job, rarely complained, and hit the mark pretty well in terms of his solutions. That’s more than most Undercover Boss CEOs.

So why didn’t I give an A? Well quite frankly, Joel had arguably the easiest set of issues presented to him. No one complained about an aspect of their job except for the single mom and her babysitter, which was basically a freebie. It was just one legitimate complaint and four sob stories – talk about a walk in the park…amusement park that is.

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