One year ago, viewers across America met Faith Brown, my alternate persona in the CBS reality TV show “Undercover Boss.” It was a life-changing experience for me. But that was just the beginning. Little did I know how that show would deliver wonderful connections with people on the front lines of our service brands. That includes relationships with service professionals across our franchise family, customers who use our services and repairs, viewers-turned-franchise owners and the public at-large.
That one telecast was just the beginning. Thank you, CBS and Studio Lambert! What grew from there were re-runs, broadcasts of the show on cable networks in the U.S. and in countries around the world. I can confirm that The Dwyer Group episode of “Undercover Boss” has been seen by people on every continent except Antarctica. (You never know. That may soon be checked off the list!)
The greatest part about the entire journey has been sharing one of the things I cherish the most about our business: The Dwyer Group Code of Values. I like to say that we Live R.I.C.H. at The Dwyer Group, following the themes of Respect, Integrity, Customer focus, and Having fun in the process in our Code of Values. It was extraordinarily meaningful to stand by those principles on the show, knowing that what we do and how we do it even when the cameras are off continues to propel our business and excite our journey.
We’ve experienced unprecedented growth across our service brands in a trying economy. And being in business for yourself, but not by yourself, is what franchising is all about. We’re helping business owners, creating jobs, building brands, serving end-user customers and exceeding expectations. That’s admirable for any company, let alone seven service brand franchisors under one roof. And, thank goodness, those jobs are done by our trained service professionals. Because going undercover made Faith Brown (a.k.a. me) understand just what an important role we fill for millions of customers every year.
What began as one telecast, turned into a whole year of Undercover experiences with each new wave of emails, tweets, and letters to the “boss.” I would learn that our show had been seen in Brazil, Australia or The Netherlands because viewers there were inspired to communicate with me. I would learn someone new had been awarded a franchise and would soon be representing our service brands just like he or she had seen on T.V.
Yes, a year undercover was incredible. It was more than one journey for me. It was a scholarship fund for continuing education opportunities for our service professionals. It was a Women In Trades recruiting initiative across our brands. It was inquiries from prospective franchisees looking to own their own business. It was resumes from people wanting skilled jobs. It was having my cover blown and being blown away by the embrace we received as a whole at The Dwyer Group.
As we launch into 2013, I know there are even greater things ahead. More people know our service brands, more people know our Code of Values, more people know they have a choice when they need a plumber, an electrician, a landscaper, an appliance repair professional, flood restoration, glass installation, or HVAC emergencies. A year after “Undercover Boss, is about much more than the boss. It’s about the team we have at The Dwyer Group, across our service brands, and where we are all headed together!
Here’s to all of us. Live R.I.C.H. in 2013.