DWYER GROUP
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CODE OF VALUES FROM PAGE 11
cameras were going to catch me making mistakes and learning things the hard way. I knew I would probably shed a tear a two (or three or four). I’m wired that way. But the chance that Studio Lambert and the CBS network gave me was much more than all that. What do employees do when the boss is not around? The single biggest reason I wanted to participate on the show was to see if our Code of Values – the principles by which we lead the company – were reaching the grassroots of our organization. I knew only what we promoted at corporate headquarters and in front of our organization at planned events. But what about the service professionals employed by our franchise owners out in the field? Today, we have more than 2,500 franchise owners across our service brands who employ almost 12,000 people on the front lines. And they are responsible for delivering our brand promise on more than 3 million service calls a year. Do they live and lead with values? Through the power of “Undercover Boss” (wig, heavy makeup, fake fingernails, and all), I would see what those service professionals were doing when their boss was not around. Employees are the face of the business to
Dwyer-Owens undercover with The Grounds Guys.
customers. Not only did these employees know about these values, but many of them also talked about them with me as if I was just another rookie learning the ropes. That was a huge win. They clearly understood this was something special about our organization and our service brands. But they also shared their honest feelings about what could be better or what they didn’t understand about the Code of Values in some cases. These were critical experiences for me that have made a lasting impact. It resulted in stronger communications, new programs, and a heightened awareness about how our values are referenced on a regular basis. It was great to reveal myself to these
and identify yourself as a Molly Maid franchisee.
See CODE OF VALUES , Page 14
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MA G A Z I N E
R E T U RN T O I NS I D E
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