Exclusive Boss Q&A: David Seelinger
Posted on Jan 19, 2015 | 09:00am
Get the inside scoop from EmpireCLS boss David Seelinger about his time undercover.
Which undercover job was the most difficult?
Being a chauffeur was the most difficult job. It's changed a lot since I was a driver 20 years ago. Even I wouldn't have considered myself a chauffeur back then. The customer's expectation levels are so much higher now, and there are considerably more items for chauffeurs to manage--setting up the car, the right cabin temperature, preferred temperature of water, having magazines and newspaper in place, and having all customer requests taken care of before their arrival--that there's no room for mistakes.
How did overcoming addiction and depression drive you in life and prepare you for your role as Chairman and CEO of EmpireCLS?
I had so many major failures in my life when I was young. Overcoming my addiction and depression taught me that, if I don't fear major failure, then I'm not afraid to take risks, albeit calculated risks, that some people may not be able to take because of that fear. Failure means we have an opportunity to learn from those mistakes.
Sharing your personal story was very inspiring. How did it feel to share your past in such a public setting?
During the time I was struggling with my addictions, someone shared their past with me, and what happened in their life during their active addiction and how their life changes after being clean that helped me get sober. I'm so honored to be able to share my past in the hopes that someone will see the show who needs to hear the same thing I did, and know there are places they can go to seek recovery.
Would you go undercover again?
Let me say I've been a huge fan of the show since the first episode with Waste Management, so I was excited when they approached me to participate. I would absolutely go undercover again, and I would recommend the experience to any CEO from any company, whether it's on this show or to do their own investigating. It's truly a life-changing experience.
Which employee's story touched you the most?
All their stories touched me in different ways, but the most profound message I got was from hearing Jackie's story. Her message to me was not to be so hard on yourself, and by finding a joy in your life and being happy, your faith will take care of the rest. And as much as I've heard that in my life, Jackie is living that life every day, as a powerful example for everyone.
What did you learn undercover that you didn't expect?
I didn't expect that the dispatchers weren't getting the right level of training I thought they were receiving. And that's something I began to change immediately. The other thing is, I believe sensitivity training is so important because you don't know what people are going to say in some situations. You assume they'll say the right thing, but they may not have the tools to do that, and we've begun to implement that training.
Do you feel that going undercover made you feel more connected to your employees?
Absolutely. 100%. And this experience has opened my eyes to see how very important it is to stay connected. We're putting a program in place to conduct roundtable discussions with our frontline employees, so it will be great to hear from them and any changes they would like to see going forward. Being too busy to stay connected with your team is no excuse.
Did you consider breaking your disguise when Anthony spoke his mind?
When he was speaking to the customer about the extra stop, I was biting my tongue so hard that I almost bit it off! I was so close to ending things right there and taking the wig off. Fortunately, we got through it, followed up with the customer, and apologized to him for Anthony's behavior. Since then, Anthony is doing much better and we're hoping he can move up in the company once we feel he's had adequate training.
How did that make you feel when he said the company only cares about the people at the top?
It made me feel bad when I first heard him say it. But, at the same time, I know what he said isn't true. It doesn't mean we shouldn't be spending more time with all the employees, and I'm looking forward to doing more of that, but Anthony wasn't aware of some of the things we've done for our employees.
Are you still in touch with the employees featured on the show?
Yes, and I look forward to knowing where their life journeys will take them.
Do you have any fun stories from filming the show?
I really enjoyed driving the group of sorority girls with Jackie in Las Vegas. It was a lot of fun. I had been so tense and focused driving the other customers with Jackie, trying not to make any mistakes, but they brought fun energy into the car, and I started to relax and found myself laughing more and having a good time.
Which undercover job was the most difficult?
Being a chauffeur was the most difficult job. It's changed a lot since I was a driver 20 years ago. Even I wouldn't have considered myself a chauffeur back then. The customer's expectation levels are so much higher now, and there are considerably more items for chauffeurs to manage--setting up the car, the right cabin temperature, preferred temperature of water, having magazines and newspaper in place, and having all customer requests taken care of before their arrival--that there's no room for mistakes.
How did overcoming addiction and depression drive you in life and prepare you for your role as Chairman and CEO of EmpireCLS?
I had so many major failures in my life when I was young. Overcoming my addiction and depression taught me that, if I don't fear major failure, then I'm not afraid to take risks, albeit calculated risks, that some people may not be able to take because of that fear. Failure means we have an opportunity to learn from those mistakes.
Sharing your personal story was very inspiring. How did it feel to share your past in such a public setting?
During the time I was struggling with my addictions, someone shared their past with me, and what happened in their life during their active addiction and how their life changes after being clean that helped me get sober. I'm so honored to be able to share my past in the hopes that someone will see the show who needs to hear the same thing I did, and know there are places they can go to seek recovery.
Would you go undercover again?
Let me say I've been a huge fan of the show since the first episode with Waste Management, so I was excited when they approached me to participate. I would absolutely go undercover again, and I would recommend the experience to any CEO from any company, whether it's on this show or to do their own investigating. It's truly a life-changing experience.
Which employee's story touched you the most?
All their stories touched me in different ways, but the most profound message I got was from hearing Jackie's story. Her message to me was not to be so hard on yourself, and by finding a joy in your life and being happy, your faith will take care of the rest. And as much as I've heard that in my life, Jackie is living that life every day, as a powerful example for everyone.
What did you learn undercover that you didn't expect?
I didn't expect that the dispatchers weren't getting the right level of training I thought they were receiving. And that's something I began to change immediately. The other thing is, I believe sensitivity training is so important because you don't know what people are going to say in some situations. You assume they'll say the right thing, but they may not have the tools to do that, and we've begun to implement that training.
Do you feel that going undercover made you feel more connected to your employees?
Absolutely. 100%. And this experience has opened my eyes to see how very important it is to stay connected. We're putting a program in place to conduct roundtable discussions with our frontline employees, so it will be great to hear from them and any changes they would like to see going forward. Being too busy to stay connected with your team is no excuse.
Did you consider breaking your disguise when Anthony spoke his mind?
When he was speaking to the customer about the extra stop, I was biting my tongue so hard that I almost bit it off! I was so close to ending things right there and taking the wig off. Fortunately, we got through it, followed up with the customer, and apologized to him for Anthony's behavior. Since then, Anthony is doing much better and we're hoping he can move up in the company once we feel he's had adequate training.
How did that make you feel when he said the company only cares about the people at the top?
It made me feel bad when I first heard him say it. But, at the same time, I know what he said isn't true. It doesn't mean we shouldn't be spending more time with all the employees, and I'm looking forward to doing more of that, but Anthony wasn't aware of some of the things we've done for our employees.
Are you still in touch with the employees featured on the show?
Yes, and I look forward to knowing where their life journeys will take them.
Do you have any fun stories from filming the show?
I really enjoyed driving the group of sorority girls with Jackie in Las Vegas. It was a lot of fun. I had been so tense and focused driving the other customers with Jackie, trying not to make any mistakes, but they brought fun energy into the car, and I started to relax and found myself laughing more and having a good time.