Building leadership in the field: Not-so-undercover boss

During a recent Florida Pest Management Association meeting in Orlando, I had the honor of serving on a panel alongside an impressive group of industry peers. During the discussion, I shared that our executive leadership team regularly participates in ride-alongs with our field teams. While this has long been a standard practice at Truly Nolen, several attendees were surprised to learn that even our executives spend time in the field alongside technicians.

Not-so-undercover bosses

Many may remember the television show Undercover Boss, where a company’s CEO would disguise themselves to experience firsthand what employees encountered on the front lines. The resulting disconnect between leadership assumptions and frontline realities often made for compelling television. While our executive team is far from undercover — and our ride-alongs may not make daytime TV — the insights gained and relationships built are equally meaningful.

Ahead of our recent executive trip, I asked each member of our executive team — from Sean Dreis, controller, to Lance Washington, director of acquisitions and franchising — to step away from their day-to-day responsibilities and spend time in the field. Our experiences in the field became the centerpiece of the strategic conversation and enriched our ability to make strategic decisions. It reignited perspectives, surfaced new insights, and brought renewed energy to the team.

Making a connection that matters

Personally, I had the privilege of spending time with Guerry Pierre, a talented and motivated lawn technician eager to learn and grow. As we visited customers together, I enjoyed learning about his background, interests outside of work and journey to Truly Nolen. Experiences like these serve as a powerful reminder that leadership is not about distance or titles — it’s about presence, understanding and connection.

In the early days of any company, a day in the field is simply part of the routine. As organizations grow, however, leaders can become distanced from what matters most — the moments that happen on the front line. Every decision we make as an executive team ultimately affects both our internal and external customers. It is imperative that we continue to gain firsthand insights and intentionally foster relationships to strengthen our culture and better serve our teams and customers.

More leadership in the field

In 2013, Rollins’ then president and COO, John Wilson, was featured on CBS’s hit reality television series Undercover Boss.

“It was a lot of work and not a lot of sleep as an Orkin Man,” said Wilson. “But it was great getting out into the field to work alongside some top-notch employees on Undercover Boss. I could not be more proud to work for Orkin and lead such a fine group of people.”

Check out our feature from back in October 2013 for his full experience.