Undercover Boss Analysis of Michael Rubin: CEO of GSI Commerce

Brief Overview:

In this week’s episode of “Undercover Boss”, Michael Rubin, CEO of GSI Commerce, tries a variety of positions at a number of shipping and fulfillment facilities within his company.

Analysis

Ship happens.

Position 1: Fulfillment Center Employee

Overview: “Gary” assists seasonal worker Rashelle in stacking boxes in a truck.

Result: Rubin learns of Rashelle’s difficulty in budgeting for her sons college tuition. To show his compassion, Rubin slams a box into Rashelle’s forehead.

How he made amends: Rubin offers Rashelle a full time position, instead of her seasonal one.

What he should have done: He should have offered her a full time position, and an icepack.

Are you sure they aren't playing Call of Duty?

Position 2: Escalations Operator

Overview: Adam teaches “Gary” how to take customer abuse yet keep a smile on his face.

Result: Adam informs Rubin about the recent loss of his child, and how the cost of the grave plot made it impossible to afford a wedding with his fiancee`.  To make matters worse, his previous job fired him because he was attending to the death of his child on Black Friday, when he was scheduled to work. 

How he made amends: Rubin gives Adam $10,000 to use towards his wedding.

What he should have done: The $10,000 is a very generous gift from Rubin, but he could have gone one step further. If I were Rubin, I would have promised that Adam would never again have to work on Black Friday while he works at GSI. That would have been “the move”.

Rubin should have given his customer service training a long hard look. And I do mean hard.

Position 3: Escalations Operator 2

Overview: “Gary” works the phone lines with Danielle, taking more customer complaints.

Result: Danielle employs a more aggressive  approach in dealing with rude customers. Rubin is disgusted with her.

How he made amends: Danielle is required to retake the training for her position. It should be noted that she is no longer with the company.

What he should have done: It’s nice that Danielle is no longer working for GSI, but I have to wonder – is she the only customer service employee who needs to be retrained? My experience with customer service would suggest otherwise. Rubin should have at least taken a closer look at the training required to man the phone lines.

"You're FIRED."

Position 4: Single Line Packer

Overview: “Gary” is paired with Shannon taping and shipping packages. They must complete 90 an hour.

Result: Rubin learns that Shannon is working to fund her children’s football league. After being fired, Rubin also learns that he doesn’t have what it takes to be a single line packer.

How he made amends: Rubin donates $5,000 to her sons’ football league.

What he should have done: $5,000 for Little Giants? Are they playing with golden helmets?

Rubin’s solution also singles Shannon out, and creates unnecessary jealousy among her peers. He should have instead created a GSI sponsorship program, in which any employee could submit their child’s recreational sports team, and would receive a certain amount of funding. C’mon Rubin, I know it’s not football but you still should play fair.

The arm band. What a job perk.

Position 5: Picker

Overview: “Gary” works as a picker under Cameron’s supervision. If you don’t know what a picker is, just envision your last shopping trip to Costco, only you get a sweet electronic arm band.

Result: Cameron introduces Rubin to his daughter. He’s struggling to take care of her as best he can, despite the fact that his own parents were not there for him.

How he made amends: Rubin gives Cameron $1000, and enrolls him in a leadership program, in an effort to one day make him a manager.

What he should have done: At one point in this clip, Cameron introduces Rubin to his 6 year old daughter. He finds her alone in the break room climbing on a pool table. Lets say that again – 6 year old. Alone. Climbing.

The $1000 and leadership program enrollment were great gifts, but how about child care programs for employees?

Grade:

Think twice before "adding to cart".

Rubin stumbled over his words on the phone. He smacked an employee in the head with a box. He was fired for working too slowly. Rubin performed poorly in just about every job he investigated.

That actually runs about average as far as Undercover Boss CEO’s go. Michael Rubin – it’s time to shape up or ship out.

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