By Mark Faust

One of the best shows on TV is Undercover Boss. Undercover Boss is a metaphor for life, business and God.

Getting choked up watching this show is as predictable as its format which guarantees laughs, tears and cheers all in a prescribed order.

The Process - In ways, every episode is the same, and yet each show is unique. The boss commits to going undercover to work in various jobs throughout the company for a week. Presenting the reason for the video camera shadowing him, as being part of some documentary. The employees have no idea who they are dealing with.

Improve your Salesforce by Becoming an Undercover Boss

Imperfect Gods – Management is like God, a God that can humble himself to walk in his salesforce’s shoes and in the end can deliver sales teams from pain and woes or remain insulated from the sales teams’ realities and become like a demonic guardian of pain and fear.

Trust – At the onset, the boss confides to his inner circle about the mission he is about to embark on. He assumes their trust and asks for final input before donning the armor of  disguise. Like kings who led charges in medieval wars these bosses head straight to the front lines of the battle.

Humility – Management is part God, part hero, only to the extent of their humility. In every show, leaders walk in the same dirt and danger as their front line best, and are shocked at the sacrifice, commitment and love their employees have for their jobs, customers and teams. On most shows, we see grown men break down in tears at night as they retreat to their Motel 8 room as they realize how their insensitivity has allowed their best people to experience unnecessary pain and strife.

America’s Best Heroes Are CEOs – While it has become cachet to put the American businessman and especially management as the most iniquitous enemy of the people, the fact is many CEOs are actually the greatest heroes of our time…or at least have the potential to be.

The Final Reunion– Like going to heaven, the employees who endure training the Undercover Boss on the rigors of their job, and other team members are brought together to see video clips of themselves saying things like “he just doesn’t have it in him for this kind of job” or “this guy will never make it here.” But in the utmost of humility and compassion the boss brings innovative solutions and opportunity to each of the participants.

What You Can Do – Despite setting your Tivo for Sunday night on CBS, the very same principles that entertain us the most in this show are the solutions to growing your business. Using a third party to conduct in-depth interviews with customers and employees as well as being involved in such listening efforts is just the beginning to implementing an ongoing effort of improved communication and continuous innovation.

If you’re willing to listen to the salesforce you serve, there will be an abundance of ideas that will deliver your company to a whole new level. So when it comes to your company’s growth and its people will you be a paladin or a pain?