Why the Boss wants to go undercover: Lorne has always approached business from a numbers angle and has been able to significantly grow Mood Media by doing that. By going undercover however, this CEO will get a chance to meet the people that he really only knows from a spreadsheet perspective. Lorne hopes that by meeting the people that do the installs and put together the systems, he'll get a better idea of what they need to keep this company growing.
Jobs he will do undercover:
DMX Dispatcher – Lorne knows the best way to stay in business and keep it growing is by treating customers well. Working in dispatch will give this CEO an inside look at that treatment since this is where all existing customers call in. After meeting an employee who far exceeds his expectations, how will he feel when he finds out she's worried about losing her job?
Installation – This CEO knows that atmosphere in a location is everything, so it's very important that these installs go properly to help the businesses they are serving. As this desk jockey struggles with basic construction, will he be able to figure out a solution for a lack of communication between the sales team and installers?
Installation – Mood Media does more than music systems and it's time for this boss to see how one of his newer projects is going. As Lorne is forced to face his fear of heights, he must also face the fact that his company may not be caring for the employees the best they can. Can he find a way to make it up to many of his hard working employees?
Rack Fabricator – This boss knows that part of this company's success is based on the practice of assembling everything themselves in order to keep quality at a high level. As this numbers guy struggles with wire construction, what will happen when an employee unintentionally gives Lorne some poignant advice?
Leila, Dispatcher: Leila works at a call center that handles customer service calls for the retail locations where they service audio systems and other in store media issues. When there is a problem, the dispatchers log the issue, find a qualified service technician in the area and book the appointment for repair. The highlight of Leila's job are the customers and technicians that she does business with. Since dispatching is a customer-focused position dealing directly with customers, a dispatcher should be friendly and courteous in addition to being able to get the job done.
John, Installer: John is a sound system installer for customers in retail locations. John must map out where the speakers are going to be located throughout a location to give optimal sound. He must then run cabling inside the ceiling area from a power source and the music source. To fit the speakers he must cut precise holes in the ceiling tiles and fit attach each speaker. He must climb a ladder with the equipment and connect each wire that he's pre-rigged. Once the wires are attached, he replaces the ceiling tile containing the speaker.
Eileen, Installer: As a security system installer, Eileen reads architectural plans and determines where the cameras must be places to achieve the optimal vantage point then she must run the cabling connecting the system to power and the other cameras. Once she installs the camera itself she must focus the lens and make sure the unit is running properly. Each location she works in is different and sometimes there are challenges like installing cameras in a location with very high ceilings.
Devin, Rack Fabricator: Working as the supervisor for his department, Devin creates media racks that will be shipped out to client locations. Each rack is custom and they contain equipment that plays music or videos. They make every single RCA wire from scratch in house that runs the equipment. In order to do that he takes prefabricated wire and separates the ground from the hot and common wires, strip the rubber coating and affix them to the RCA input using a hot soldering iron. Each A/V unit that the customer has ordered is secured into one of their metal racks and the RCA cables are used to wire the units together. Once he tests the system and confirms it's operational the unit is packed and prepared for shipping.