Nestlé® Toll House® Café by Chip® COO Talks About Experience On Undercover Boss

went undercover.
When no-nonsense COO Shawnon Bellah went on Undercover Boss to make sure the future of Nestlé® Toll House® Café by Chip® remained sweet, she experienced a sugar crash when she failed to meet her own customer service requirements.

This confection-fueled company franchises more than 150 dessert and bakery cafés globally. 

See what Shawnon had to say following her undercover experience. 

Shawnon: "Yes, I was extremely concerned. I am a hands-on COO with the majority of my time being spent in the cafés, working with the team members, and franchise partners."

Shawnon: "I knew that I wanted to walk away with a better understanding of the role that the franchisor needs to play in order for our franchise partners to succeed.

I also wanted to get a better understanding of the jobs that our team members perform and if there's anything we can do from a support level to make it more efficient for them and for our guests. I did achieve this understanding."

Shawnon: "We have an amazing group of franchise partners and team members that love this concept just as much as I do. I was energized when I found some of the practices that we had put in place at the corporate level being executed at the café level."

Shawnon: "It was very difficult to make the icing in the manufacturing plant. To learn how much effort goes in to this one item and how hard physical labor is—wow."

Shawnon: "Yes, I have been in touch with them on email, phone, and some on text. I am grateful for the opportunity to have met them. They touched my life and taught me so much about the business and also about myself."

Watch an all-new episode of Undercover Boss on Sunday, Jan. 3 at 8:30/7:30c.