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

Find out what happened when Shawnon Bellah, COO of Nestlé® Toll House® Café by Chip®,

1. Find out what happened when Shawnon Bellah, COO of Nestlé® Toll House® Café by Chip®,

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. 
Were you worried the employees would recognize you in your disguise?

2. Were you worried the employees would recognize you in your disguise?

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."
What did you hope to accomplish by going undercover and do you feel that you achieved that?

3. What did you hope to accomplish by going undercover and do you feel that you achieved that?

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."
Looking at your company as a whole, what are you most proud of?

4. Looking at your company as a whole, what are you most proud of?

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."
Which undercover job did you find the most difficult?

5. Which undercover job did you find the most difficult?

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."
Are you still in touch with any of the employees featured on the show?

6. Are you still in touch with any of the employees featured on the show?

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.