An article in an international newspaper commented on a recent episode of CBS's "Undercover Boss" that featured Lowell Hawthorne, the franchise CEO of Golden Krust Caribbean Bakery and Grill. The writer of the article who is a native of Mr. Hawthorne's country expressed joy and pride in Hawthorne's rags to riches success as an immigrant in the United States. This program brings recognition to companies that may not be household names among many. Yet, it also shows up some inconsistencies that generate unanswered questions. The episodes portray franchise CEO's or top executives who briefly put aside their opulent lifestyle to work in disguise among low paid, struggling staff. However, the executives usually discover a disconnect between their franchise executive office and the realities among workers at the franchised companies. Surely mystery shoppers, customer feedback, and regular audits could alert the executives of the disconnects that are occurring within the franchises. However, the reality show must go on to play upon the audience's intelligence. The show is successful in projecting the tear jerking reaction of an audience to the sad experiences of four or five employees who are ultimately rewarded monetarily for their troubles or provided with other forms of compensation. But, what happens to the hundreds of other personnel who are also experiencing troubling situations but were not fortunate to be chosen to train the disguised CEO or franchise executive. The concept of helping a few overlooks the reality of the many others who are struggling to live on low franchise incomes.
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