28 May ADT Executive on tv show Undercover Boss
This episode aired on 4/12/13
After watching it I was really impressed with the dedication that ADT employees have towards their job and what they do at ADT.
Tony Wells the CMO (Chief Marketing Officer) went undercover in sales, installation, and in the monitoring station at ADT. The employees he was with thought that Tony (known as James as his secret identity) was a contestant on a reality show trying to win money to start a business. Little did they know they would be making an impression on an executive that would give them some amazing gift at the end of the episode.
I like the start of the episode with the introduction to ADT. It informed the viewers that ADT has been securing homes and businesses since 1874 and that they are the largest security company in North America with over 6 million customers. They have over 16,000 employees and Tony Wells is over making them all customer obsessed.
Tony gave a history of ADT stating that it started as a telegraph company. In the 1800s ADT would use messengers to send telegraphs on the streets of New York City. In the early 1900s they began monitoring for fire and alarms and today they have over 200 locations that service more than 6.4 million customers. Every year they answer more than 19 million alarm signals. ADT is the most recognized security brand in North America.
I like how he called out the Comcast and Time Warners of the world “thinking they can come in and eat our lunch” and he said he was very adamant he was not going to let them do that.
I loved the first experience in the field when Matt Zucker, a regional sales manager for ADT, tells him that he should wear a shirt and tie and “dress for success”. He then tells him about a long time customer they are going to visit that was robbed once before. ADT helped catch the criminal. They responded so quick that the police were waiting outside to catch the guy when he came out the door. The long term customer is opening a new location and is an easy sale. The next visit is to a bar and Tony has a hard time cold calling a bar owner.
It gets better from there as he has a good visit to a service technician named Jesus. Tony is not a very good technician but Jesus takes alot of pride in his job and is a great technician. He represents ADT well both to customers and to TV viewers. Jesus opens his heart to Tony and tells him about his hardships. Viewers cant help but like this guy Jesus.
His next experience is another where he is with a really dedicated employee, Diane. She works in one of ADTs monitoring stations in Knoxville, Tennessee. Diane tells Tony that she loves her job. She is so dedicated to helping people that she even tells him that she would stay even if they gave her a pay cut.
Tony has another crack at sales and this time does much better.
The episode ends with them meeting Tony and finding out they are on the TV show undercover boss. He gives Matt Zucker $10k to take his sales team out. He then gives Diane $10k as an education fund to pay off her student loans. He also gives her $15k to help take care of the family. Tony gives the second sales rep, Mike, $25k to help with his family and travel situation. The meeting with Jesus was the best one. He gave him a $10k education fund for his daughter. He also gave him a $25k to help support his family. Jesus is incredibly overwhelmed and if you are not touched at this point of the episode you must be heartless.
The ending credits showed that Matt was a featured speaker at the ADT Convention. Mike bought a new car and started renovations in his home with his wife. Diane paid off her student loans and moved her family into a new apartment. Jesus established an education fund for his daughter and moved his family into the house of their dreams.
Great episode that shows how ADT works, how ADT takes care of its customers and its employees.
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