Undercover Boss, Season 2, Episode 3 featured DIRECTV CEO and President Mike White Sunday night on CBS. Anyone who has satellite TV knows just how frustrating it is sometimes with the system, no matter what brand you have. Mike White on Season 2, Episode 3 of Undercover Boss wants to live up to his late father’s example in his DIRECTV post. He has had challenges as a parent, having a son with past addiction problems. The head honcho is still new at his job, and wants to learn more about his employees and improving the company.
Mike White of DIRECTV Calls a Woman Customer “Sir” on Undercover Boss, Season 2, Episode 3
The Undercover Boss poses as Tom Peters. His first stop is at a top notch technical training center in Alabama, where he meets Phil. Phil had to provide his own GPS in order to help him find his way to customers’ homes. Phil’s positive attitude at all times impressed White, even as he had to deal with various DIRECTV troubleshooting problems and the complaints of customers. It’s not helpful that the tech vans are often short of supplies needed to fix the problems. Phil had to call around to find a receiver on Season 2, Episode 3, of Undercover Boss. The tech has had past drug addiction problems, but changed after a fateful car accident, in which he had a religious experience, which prompted him to change and commit to reach out to troubled kids.
At a Las Vegas DIRECTV warehouse, Mike White encounters an organized Ryan, but unfortunately, there’s chaos in how the inventory is distributed to the techs and the satellite stock items aren’t replenished immediately. Ryan has serious medical issues with his back, but he works to support two sons. Tequilla shows Mike White how to install the system in Alabama on Undercover Boss, Season 2, Episode 3. Tequilla says that many customers don’t really see her as a technician since she’s a woman. But she shows the Undercover Boss that she knows what she’s doing. When White goes up the ladder to do some of the installation work, he sees that it’s not so easy. It later rains, but the outside job is completed by Tequilla on Season 2, Episode 3 of the CBS show. The DIRECTV boss was impressed with her ability to teach him how to do things, but the installation ran into a snafu with no satellite signal. The tech waiver (for an immediate signal) took too long to get over the phone. Tequilla worries that she won’t make her reunion because of the extra time she had to spend showing White the ropes and the delayed waiver authorization.
At a DIRECTV call center in Denver, Chloe showed Mike White the process of dealing with customers. He’s supposed to keep his calls under ten minutes, but he finds just how demanding a job it is to deal with the public, especially when he calls a woman customer “sir.” Chloe is a political science major who needs the job to help pay for school, and impressed Mike White on Season 2, Episode 3 of Undercover Boss.
Mike White of DIRECTV Hands Out Some Interesting Goodies on Undercover Boss, Season 2, Episode 3
At the board meeting, the head honcho stressed some things that need to be changed. For instance, the tech’s productivity needs to be bettered by having better support and more available supplies for them, plus they also need to stop buying their own GPS systems. At the DIRECTV headquarters in Los Angeles, the employees arrive for the reveal scenes. Tequilla is put on the steering committee of a women’s leadership exchange group for the company, and got a paid family reunion, where she could fly her mom in. Ryan gets to help with input into making the warehouses better, and his two sons get a paid birthday party.
Phil, who’s battled addictions, gets assurance that there will be GPS systems for all the techs plus $5,000 for reaching young people (apparently, his ministry trip to Kenya for orphans is what’ll be covered). Chloe gets a scholarship for up to $10,000, the first to receive one from the newly created program for employees. She also gets personal mentoring twice a year by Mike White, as revealed on Undercover Boss, Season 2, Episode 3. This last gifts from Mike White of DIRECTV really brought out the tears for Chloe.
Have DIRECTV customers seen improvement in service overall? Time will tell if the adventure of Mike White made a difference.
“DirecTV”, Undercover Boss, October 10, 2010, CBS