Ep 1. Modell's Sporting Goods

In Undercover Boss season 4 episode 1, the CEO of Modell's Sporting Goods, Mitchell Modell, goes undercover to see how his company really operates on the ground level. Modell is a fourth-generation owner of the athletic and sporting goods retail chain, but he has never worked in a store. He is worried that he might be out of touch with the front-line employees and customers, which is why he wants to put himself to the test.

To disguise himself, Modell puts on a wig, fake mustache, and glasses to become "Emmitt," a new employee at a few of the company's stores. He starts his journey in Massachusetts, where he learns about the hiring process by working alongside the human resources department. Modell is surprised to find out that the company has a program called "Modell's University" that trains and develops its employees to advance in their careers. He also sees how hard it is to find good candidates in today's highly competitive job market.

Next, Modell travels to New York City, where he works as a salesman on the retail floor. He helps customers choose the right equipment for their sports and fitness needs, from running shoes to basketballs to yoga mats. Modell realizes that the store associates have to be knowledgeable about a wide variety of products and be able to engage with customers in a friendly and helpful manner. He also sees that the demands of the job can be physically and mentally exhausting, especially during the busy holiday shopping season.

At another store in New Jersey, Modell works in the stockroom, unloading boxes of merchandise and organizing the inventory. He is impressed with the team's efficiency and attention to detail, but he also sees some areas where improvements can be made to reduce waste and save time. He realizes that the back end of the business is just as important as the front end, and that every employee plays a crucial role in keeping the company running smoothly.

Modell's final stop is in Pennsylvania, where he works as a customer service representative. He talks to customers over the phone and tries to resolve their issues, whether it's a defective product or a delayed shipment. Modell sees firsthand how a positive attitude and a willingness to listen can de-escalate a potentially difficult situation and turn a disgruntled customer into a loyal one.

Throughout his undercover journey, Modell meets a diverse group of employees, from recent high school graduates to single mothers to retirees. He is moved by their stories and impressed by their dedication to their jobs, despite facing personal and professional challenges. He also learns a lot about his company's strengths and weaknesses, and he takes note of the feedback and suggestions that the employees give him.

In the end, Modell reveals his true identity to the employees who trained and worked alongside him. He thanks them for their hard work and shares his experience of what it was like to walk in their shoes. He acknowledges that there is always room for improvement, and he commits to making changes that will benefit both the company and its employees.