DirecTV CEO Mike White promises change on 'Undercover Boss'

DirecTV CEO Mike White faced employees of one of the satellite industry's leaders as a contestant to win a job with the company on Undercover Boss. Straight out of the gate, White recognized that employees are being sent out to multiple locations without company issued GPS equipment. Ever wondered why it takes a four hour window for the satellite guy to show up? Well, this may very well be the answer.

 

Admittedly not a tech savvy individual, a fact that was reiterated by his wife, White felt the pressure when attempting to locate parts in the warehouse.  The 'undercover boss' was, however, able to crush a mean box!  Shortages in the warehouse enlightened White as to the difficulties techs are facing in meeting the needs of DirecTV's customers. 

 

Mike White was later shown up by Tequilla on an install job, as the tough female employee had to finish bolting and installing the dish under the threat of an impending thunderstorm.  She continued to impress as she was able to keep her customer calm and satisfied while waiting over twenty minutes for a "waiver" due to bad weather.

 

Curious if DirecTV customers have similar wait times when attempting to contact the company, White then visited one of the call centers.  First call in, White mistakenly addresses a female customer as 'sir', and has to take a short break to collect himself.  "These are tough jobs, these call center jobs..., " White said of his experience.

 

After his week undercover, White said, "I have a much better appreciation for what our front line has to do."  The 'undercover boss' informed the board of his findings stating that he did not care about the budget, he expected to see the changes made this year in the areas of GPS provision for techs, warehouse shortages, and call center wait times. 

 

After showering the employees that had to put up with his mishaps over the week with promotional opportunities, admiration, and personal gifts, White told the company, "It was truly an amazing experience, but you know words can't do it justice... You taught me something that even at 58-years-of-age I haven't fully mastered."