Everyone around these parts know that I am not a big fan of reality television. I’m the resident “character” guy at CliqueClack HQ, and I don’t think reality television has provided “real” characters since “reality stars” became self-aware sometime around the second season of The Real World. However, a friend shared a piece of news with me this summer, that Undercover Boss would be featuring Great Wolf Resorts, and their CEO Kim Schaefer. I knew, at that point, I would have to lift my self-imposed ban on non-scripted television at least for one night. In the realm of the real world, I work in the indoor water park industry, and spent two years with Great Wolf.
When I mentioned this to the rest of the Clack, it was suggested that I share my thoughts about this episode in a post, as I’d have a unique insight into what this week’s CEO experienced. Truth be told, I was hesitant at first. From what I’ve seen about Undercover Boss, I’ve always had the impression most of the CEOs come across as clueless as to what is really happening in their companies, and if that were the case here, I’d not want to end up criticizing someone whom I like and respect. Nor did I want to write a post telling you how hard people in our industry work, because that would just come across as whining. Fortunately, I think the way the episode was put together, specific to the focus on the families of Great Wolf, that I don’t need to remind anyone that the folks on the other side of front desk, retail counter, or snack bar are people too.
What I knew of Schaefer when I was with the company was that she was very hands on, and you can tell that she relished the opportunity to be back on the front lines (The first time I met Kim, it was in a deserted waterpark set to open in three weeks. She and another member of the executive corporate team had been hanging shower curtains the entire day … definitely one to pitch in wherever needed). Just as interesting as the CEO’s journey was seeing the focus on the stories of the people she worked with during her week undercover. As much as I deride reality television, this authenticity is something I just don’t think we see enough of.
Inevitably, the four Pack Members who interacted with the Undercover Boss were rewarded for their quality work. I liked that her “thank you” wasn’t all about money, but also giving of time. I’d wager that the newly minted front desk supervisor appreciates her set schedule and time with the family as much as she does the pay raise. Catching her problematic knee was also a nice touch of class.
The question I’m sure each of the CEOs featured on the show face at the end of their experience is what was learned. In this case, as Schaefer mentioned, it wasn’t necessarily about policy and procedure, but about the families. Sure, she now has a better understanding of how and why there are long lines at the front desk and exactly why they sell swim diapers in the gift shop, but I’m sure it is the time that she spent working elbow to elbow with her staff is going to be what really sticks. It is all about the family, from the boss’ to the worker’s, to the families that walk through the front doors of their resorts.
Shows like this, and Extreme Home Makeover, go out of their way to pull at our heartstrings, but it is incredibly tough to criticize them for it. The choice of a CEO to participate in a show like this is only going to benefit all of the parties involved, as was obvious with the case this week with Schaefer. If there is any type of reality television that I could find myself watching on a regular basis, it is shows like this. There’s nothing wrong with tugged heartstrings every once in a while.
Clacked by Ivey West 
on Oct 04, 2010 @ 23:00 EST5EDT
