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Undercover Boss: Inside the TV Phenomenon That IsChanging Bosses and Employees Everywhere
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More About This Title Undercover Boss: Inside the TV Phenomenon That IsChanging Bosses and Employees Everywhere

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"For a popular television series, Undercover Boss has an unusual knack for raising deep and weighty questions."
—Forbes

On February 7, 2010 the CBS television series Undercover Boss USA premiered to a staggering 38.6 million viewers, the largest post-Super Bowl audience for a new series and the most-watched premiere episode of any reality series in the history of television.

Now, for the first time, the bosses and employees featured on Undercover Boss share the lessons they learned as well as the formative experiences that resulted from being on the show. Show creators and executive producers Stephen Lambert and Eli Holzman reveal how they came up with the idea for the show, how they got a major network on board, and of course, how they found a dynamic, charismatic group of bosses willing to go undercover—on camera—in this thoroughly new experiment.

Featuring all-new interviews and insights with the bosses and employees of the nine businesses featured on Season 1 of the show, as well producers' notes on what you didn't see behind the scenes, this book is a must-have for fans of the show everywhere.

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Stephen Lambert, chief executive of Studio Lambert, is one of Britain's best-known creative television executives, responsible for creating award-winning documentary formats such as Faking It, Secret Millionaire, Wife Swap, and Undercover Boss. He lives in London with his wife, Jenni Russell, a columnist for the Guardian and Sunday Times, and their two children.

Eli Holzman is president and cofounder of Studio Lambert USA, where he launched and executive produced Undercover Boss. He began his career at Miramax Films and founded Miramax Television, where he helped create Project Greenlight and the hit Bravo series Project Runway. For 20th Century Fox–based Katalyst Films, he developed and launched the CW series Beauty & the Geek. As an independent producer, his series creations include Bravo's Work Of Art. He lives in Venice Beach, California.

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Introduction 1

1. Sorting Through the Garbage 1 8

Waste Management: Larry O’Donnell, President and COO

2. Wings, Women, and Beer 4 4

Hooters of America: Coby Brooks, President and CEO

3. The Necessities of Life 6 8

7-Eleven: Joe DePinto, President and CEO

4. An American Love Affair 9 0

White Castle: Dave Rife, Owner

5. Time to Get Personal 116

Churchill Downs: Bill Carstanjen, COO

6. Looking for Fulfilment 142

GSI Commerce: Michael Rubin, Founder and CEO

7. What Riches Can’t Buy 168

Herschend Family Entertainment: Joel Manby, President and CEO

8. Troubles Down the Drain 196

Roto-Rooter: Rick Arquilla, President and COO

9. Say It with Flowers 220

1-800-Flowers: Chris McCann, President and COO

Go Undercover in Your Own Organization 247

Acknowledgments 253

About the Authors 257

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