Undercover Boss Canada: Lush Cosmetics

Overview

• Episode focuses on Lush Cosmetics, a company known for handmade bath and beauty products.
• Lush is planning significant expansion, aiming to double its stores in three years.
• Brandi Halls, Director of Brand Communications, goes undercover to evaluate the company's operations and challenges.

Key People

• Brandi Halls: Director of Brand Communications, goes undercover as "Catherine Maines."
• Mark Wolverton: President and CEO of Lush Cosmetics.
• Sina, Farrell, Hoang, Jen: Key employees Brandi interacts with during her undercover mission.

Objectives

• Understand the current challenges faced by both the production and retail teams.
• Identify areas for improvement in preparation for expansion.

Shops and Customer Experience

• Customer experience is crucial as Lush relies on word-of-mouth for marketing.
• Sina: Displays passion and energy, key traits Lush looks for in employees.
• Importance of customer service and connection to increase sales.
• Some challenges include inconsistent cash register functionality.

Factory Operations

• Farrell: Works in bubble bar production, describes the physically demanding nature of the job.
• Concerns about supply chain issues, particularly with essential components affecting production.
• Hoang: Shares a dramatic personal story of escaping Vietnam, highlights the community and supportive work culture at Lush.

Challenges Discovered

• Frustrations with supply chain issues causing stock shortages.
• Need for improved forecasting and inventory management.
• Feedback on restrictive black and white uniform policy.

Undercover Experiences

• Brandi finds working on the production floor physically demanding, gaining respect for staff.
• Witnesses the dedication of employees like Farrell and Hoang despite challenges.
• Learns of personal hardships employees have faced, such as bullying and hearing impairments.

Closing the Gap

• Need to address distribution and inventory management to support expansion.
• Evaluate shop manager performance; Jen in Halifax shows excellent product knowledge and customer focus despite distance from HQ.

Conclusion

• Brandi's mission uncovers the strengths and areas for improvement within Lush.
• Employees demonstrate dedication and passion, embodying Lush’s ethos of ‘happy people making happy soap.’
• Suggestions and changes are intended to make Lush’s expansion seamless and successful.