CBS

Yankee Candle Company Harlan Kent

Posted on Mar 29, 2012 03:34pm

Harlan Kent
President & CEO of Yankee Candle Company

Background:
Kent holds a BA in International Economics from Dartmouth University. He has over 15 years of experience in sales and marketing and has held the post of CEO for the last two years.

Why the Boss wants to go undercover:
Harlan wants to go undercover to see first hand if the employees are passionate about selling candles and if they maintain high customer service standards as is required by the company. Kent has helped grow Yankee Candle into a 500 million dollar a year company and wants to go undercover to pinpoint what needs to be done for the company to propel itself into a billion dollar business.

Jobs he will do while undercover:
Sales Associate: As the first line of contact with the customer in the company's most important arena, their retail stores, a sales associate must be helpful, have a good attitude, and knowledgeable about the product. When a customer feels taken care of they are more likely to buy. Will the boss be able to keep his cool when the associate reveals what he really thinks of the customers?

Packer: The commitment for quality starts at the factory where the candles are produced. The employees who are hand-packing the candles must spot check for quality control in a fast paced factory line. Will Harlan be able to keep up?

Store Manager: The boss wants to understand why this retail location is not doing as well as it should be. Harlan gets his hands dirty and helps to get the store cleaned up before they open for business. Will the boss be able to handle the criticisms about corporate?

Second Assistant Manager: There is lot of turnover in retail and Harlan wants to make sure the right people are in the right jobs. The boss gets trained by a quirky second assistant manager and gets a rude awakening when he realizes how the display presentation in the stores is being undermined by corporate.

Featured Employees
Blaze, Sales Associate
Jose, Packer
Megan, Store Manager
Dan, Second Assistant Manager