'Undercover Boss': Bowlero's Chief Customer Officer Colie Edison goes undercover to learn business operations
When you think of bowling and bowling alley, chances are popular Bowling arena- Bowlero might have crossed your mind. Bowlero has established itself as America's biggest bowling center operator. While bowling was extremely popular in the 80s and 90s, the popular sport was beginning to lose its shine amongst customers lately. But to address that Bowlero Corp made some major changes to its centers to draw in more customers and bring more revenue in turn. Some of the changes included introducing gaming arcades inside the alley, enhancing customer experience by organizing parties and events at the alley, and also better food and bar service both near the bowling lanes and at the bar.
With so many major changes and several centers to manage, the top-tier management might often be in the dark about the day-to-day operations at various centers, and not have a complete picture of how things are working on the ground. So, Bowlero's Chief Customer Officer, Colie Edison decided to visit a few of the bowling centers to check on the operations side of the business and how all the major changes were being executed on the ground. Colie transformed herself into Michelle. She also assigned a back story to Michelle, as that of a former courtroom reporter, who was trying to change her field of work and exploring other career operations. Her explanation for the cameras following around her was that she was being filmed as part of a documentary on second careers.
Colie's transformation left her unrecognizable. She swapped her long and dark straight hair, for a ginger wig with bangs. Her smart formal wear was replaced by more casual outfits and a pair of geeky glasses were added to complete the look. When Michele went to various bowling alleys to meet her employees and also interact with the customers, she managed to be unrecognizable, thanks to her impressive transformation. During her time undercover Michelle found out more about her employees and their life, and also discovered some major loopholes on the operations front of the business, that she addressed towards the end of the episode.
'Undercover Boss' Season 11 airs every Friday at 9/8c only on CBS.