Undercover Boss Canada: Lush Cosmetics Episode

Overview

• Show: Undercover Boss Canada
• Company: Lush Cosmetics, a soap and cosmetics company focusing on handmade products.
• Boss: Brandi Halls, Director of Brand Communications for Lush North America.

Purpose

• Lush is expanding aggressively and plans to double store count in three years.
• CEO Mark Wolverton assigns Brandi to go undercover to understand challenges faced by staff and improve operations.

Expansion Challenges

• Previous rapid expansion led to stressed manufacturing teams.
• Brandi tasked to identify issues and authorized to make changes.

Brandi's Undercover Assignment

• Disguised as "Catherine Maines," a new employee from Kelowna.
• Participated in undercover operations in both retail and factory settings.

Key Learnings and Experiences

Day 1: Retail Shop Floor

• Training: Mentored by Sina, a knowledgeable and passionate employee.
• Customer Service: Emphasized positive in-store experience and word-of-mouth promotion.
• Challenges:
  • Technical issues with cash registers.
  • Uniform complaints - staff feel restricted by black and white dress code.
  • Personal story from Sina about overcoming bullying and being LGBT.
  • Successfully sold Charity Pot, a product supporting charity initiatives.

Day 2: Bubble Bar Factory

• Work Environment: Hard physical labor, heavy components.
• Supply Chain Issues: Shortage of essential components causing production delays.
• Employee Story: Farrell, a worker with a hearing impairment, expressed need for better equipment.

Day 3: Soap Factory

• Training: Mentored by Quang, a master compounder with a highly precise approach.
• Workload: Learned about high-volume soap production, about 10,000 bars per shift.
• Personal Story: Quang escaped from Vietnam under dangerous circumstances and built a life in Canada.

Day 4: Halifax Store

• Management: Worked with Jen, a knowledgeable and passionate store manager.
• Stock Challenges: Noted issues with stock levels, potential impact on expansion.
• Personal Connection: Related to Jen's work-life balance struggles.

Post-Assignment Insights

• Distribution and Inventory: Need for improved systems to prevent product shortages.
• IT Systems: Uniform register capabilities to handle all payment types.
• Employee Engagement: Reinforced the importance of passionate and well-trained staff.

Outcomes and Rewards

• Sina: Opportunity to develop an anti-bullying campaign; trip to Guatemala to build schools.
• Farrell: Provided with a new hearing aid.
• Quang: Offer for an international culinary experience.
• Jen: Mentorship opportunity in New York; additional vacation and a monetary bonus.

Conclusion

• The undercover experience provided significant insights into operational challenges.
• Brandi’s findings aimed to aid Lush's seamless and successful expansion.
• Lush aims to maintain a high level of employee engagement and positive customer experience throughout expansion.