Ep 8. Roto-Rooter

In season 1 episode 8 of Undercover Boss titled Roto-Rooter, the CEO and president of the plumbing company, Rick Arquilla, goes undercover to learn more about the daily operations of his business and the challenges faced by his employees.

Arquilla takes on the persona of a homeless man named "Fred" and works alongside various employees at different locations. He starts by working with a customer service representative who handles incoming calls and dispatching plumbers to job sites. The representative teaches Arquilla how to manage angry customers who have plumbing emergencies.

He then moves on to working with a technician who is responsible for fixing plumbing issues at customer locations. Arquilla learns the importance of providing quality customer service, staying organized, and working efficiently to complete jobs.

Next, Arquilla works in the Roto-Rooter supply warehouse where he learns about the logistics of ordering and storing plumbing equipment and supplies. He is surprised to learn the high volume of orders that the company receives, and the challenges the warehouse faces in keeping up with the demand.

The final part of Arquilla's undercover mission takes him to a training facility, where he works with new hires and learns more about the company's culture of customer service. He spends time observing and participating in training sessions for new employees, helping to impart the company's values and principles to the next generation of Roto-Rooter employees.

Throughout the episode, Arquilla gains a renewed appreciation for the hard work and dedication of his employees, as well as a deeper understanding of the daily challenges they face. He also learns that he needs to improve communication within the company and make sure that the employees' voices and ideas are heard and valued.

Overall, Undercover Boss season 1 episode 8 offers a fascinating glimpse into the inner workings of one of America's most well-known plumbing companies. Arquilla's insights and experiences provide an engaging and educational look at the challenges faced by workers in the plumbing industry, as well as the many opportunities for growth and improvement that exist in the business world.