Ego Trap 7
Losing Touch with the Frontline Experience
Picture this: the CEO of Subway sandwiches taking more than five minutes—three hundred long seconds—to make a foot-long sandwich while customers wait in line.1 Or imagine Stephen Joyce, the CEO of Choice Hotels, sweating profusely as he struggles to stock a cleaning cart with supplies. “I am sweating like crazy, and all I seem to do is get behind,” an exasperated Joyce once said under these circumstances.2
Maybe these images already strike a familiar chord for fans of CBS’s Undercover Boss, where these and many other CEOs have been featured as they try to reengage with their frontline workers while working alongside them, incognito, as supposed trainees and newbies. The Emmy Award–winning ...
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