NEW YORK (TheStreet) -- When 1-800-Flowers (FLWS) President and COO Chris McCann appeared on the season finale of Undercover Boss, his first job was to make a floral arrangement. Although his inner artist remained buried throughout the task, McCann learned an important lesson about the business from the woman who desperately tried to "train" him: They need to step it up a notch.In that episode of the CBS ( CBS) reality show, McCann found out from Pauline, his co-worker at a New Jersey store, that their floral designs have not changed for years. Pauline said she was bored doing the same floral arrangements over and over again, and frustrated that the company wasn't looking into new trends in floral art.
McCann said CEOs and business leaders across all industries would benefit a great deal from going undercover at their organizations. Given the chance, he said, he'd do it again. "I would enjoy being a part of the floral retail shop again. It gives me the opportunity to engage with the customers and see the smiles first hand that we help deliver every day." Since first appearing on the show, McCann has sent out a number of his managers to visit company shops. They all came back with all sorts of insights. "It is extremely important and undeniably valuable," McCann said, "to experience the front line and fully understand what it takes to get the job done." As for the impact of actually being on the show, McCann said, seeing an improvement in the company's stock price was an added bonus. 1-800-Flowers' stock saw a jump of about 6% on April 12, the day after the episode aired. "We believe the increase to the stock price was due to the heightened visibility of the brand," McCann said. "Our shareholders were excited about our Undercover Boss segment and they shared in our enthusiasm to bring consumers behind the scenes." Now on its second season, Undercover Boss has featured more publicly listed companies. New participants include executives of Chiquita ( CQB), Frontier Airlines ( FRNT), DirecTV ( DTV), Great Wolf Resorts ( WOLF) and Choice Hotels ( CHH). Aside from 1-800-Flowers, last season's episodes featured executives from Waste Management ( WM), Hooters of America, 7-Eleven, White Castle, GSI Commerce ( GSIC), Herschend Family Entertainment, Roto-Rooter and Churchill Downs ( CHDN). McCann, together with the executives from the first season of the show, are featured in a new book,
Undercover Boss: Inside the TV Phenomenon that is Changing Bosses and Employees Everywhere (Jossey-Bass, November 2010). The book includes tips for going undercover at one's organization. -- Written by Marilen Cawad in New York >To contact the writer of this article, click here: Marilen Cawad. >To follow the writer on Twitter, go to http://twitter.com/marilencawad. >To submit a news tip, send an email to: firstname.lastname@example.org.