At a Conference Board of Canada event in downtown Toronto, “Leadership Lessons from Undercover Boss Canada,” Mowbray explained it felt like becoming a beginner all over again as she learned how to make lattes, serve customers and manage a store. She also talked about how the franchisor is continuing to build a brand that must be delivered and come to life at the front lines.
Throughout her experience on the show, Mowbray said she realized franchise system leaders need to learn more about how to motivate and structure their organizations to deliver their brands, which means being humble and listening to and engaging with front-line staff and customers.
“It took courage to go undercover,” she said. “Our job as leaders is to inspire and motivate people. And we should never stop being inspired ourselves.”
She also touched on helping Second Cup employees understand they are delivering a moment to customers, which involves looking at their faces when they get their coffee order and seeing their delight when the employee has created a special shape in it.