Boston Market chief brand officer Sara Bittorf went incognito on the CBS reality show Undercover Boss and we spoke with her about the experience.
She was asked to go on the show by CEO George Michel since she was relatively new at the company and he would've been too easily recognized by workers.
What was the hardest part?
"To watch things that either I would've done differently or I wish they would've done differently," explained Bittorf. "I'm judging from the preview that I'm seeing on T.V. where I keep rolling my eyes that it was probably hard for me to just stand by and watch things happen."
When she walks into a restaurant, she immediately looks at the menu boards, the merchandising, the aprons, and everything else that has to do with the Boston Market brand. If something's out of place, it's really hard to hold your tongue, she said.
"We did have a situation in one of the restaurants," she said. "There was an employee who wasn't living up to our values and I had to actually break my cover and take care of it."
The employee had told her that he "hated customers," which is something that should cause any executive to freak out — let alone the person who's in charge of the company's brand.
She ran into problems on her own as well.
"I had a couple of borderline humiliating learning experiences too," said Bittorf.
"One of the things they had me to was carve. The job of the carver starts with basically taking the chicken out of the oven. There's actually like a metal tool that you put on your arms and it provides support for taking the spit out of the oven, and you use a tong. It's built for a righty, but I'm a lefty, and it was... a little challenging for me."
Most of Boston Market's procedures and processes are designed for right-handed people, but this has inspired some changes in the future.
Undercover Boss airs on CBS tonight at 8 EST.
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