Ep 2. The Dwyer Group

Undercover Boss season 3 episode 2 features The Dwyer Group, a company famous for offering professional services such as plumbing, cleaning, and restoration. The Dwyer Group has been providing top-quality services to its customers for more than 35 years. Dina Dwyer-Owens, the CEO of the Dwyer Group, has taken on the challenge of going undercover to explore and experience the day to day operations of the company she runs.

Dina's first stop on her undercover journey is a Mr. Rooter plumbing business in Tampa, Florida, where she works alongside Jonathan, a technician. Dina is impressed by Jonathan's work ethic, dedication to customer service, and the importance he places on finding a resolution for every customer’s needs. Dina also learns the importance of being able to solve complex plumbing issues and realizing that emotions play a huge role when dealing with a customer's needs.

Dina then heads to a Portland, Oregon franchise of Mr. Appliance. There, she shadows Marcus, a technician who has been with the company for 10 years. Dina is amazed by Marcus's knowledge and expertise in appliance repair, customer service, and the way he handles unexpected issues. Dina also discovers the need for patience and understanding when dealing with customers who are frustrated with their appliances being out of service.

Dina's next undercover adventure leads her to visit Tony, a technician who works for the Glass Doctor franchise in Phoenix, Arizona. She learns about glass repair and replacement and how it impacts customers' daily lives. Through this experience, Dina sees the importance of keeping customers updated on the progress of their projects as well as the attention to detail required during service and installations.

In the final stop of her undercover journey, Dina heads to a Rainbow International franchise in Waco, Texas. There, she works with Andrew, a technician who demonstrates the importance of working together as a team, taking responsibility and following through with your commitments. Dina also discovers the compassion for customers going through tough times and the importance of providing excellent service.

Throughout her travels, Dina gains new perspectives on all the work that goes into maintaining the quality that is so important for the Dwyer Group. Being undercover is an eye-opening experience for her, and the thoughtful consideration of all the employees' hard work and dedication has gained her utmost respect. By the end of her journey, Dina makes a decision that shows how important it is to treat employees with respect while working towards achieving company goals.

Undercover Boss provides a unique opportunity to see the inner workings of a business and the different roles it takes to keep things running. The Dwyer Group is a successful business that provides vital services to its customers, and it is inspiring to see the dedication, professionalism, and empathy every employee demonstrates towards their customers.