Ep 17. United Van Lines

United Van Lines is an American moving and relocation company that specializes in long-distance moves. In this episode of Undercover Boss, we see John F. Smith, the CEO of United Van Lines, go undercover to explore the inner workings of the company.

Smith starts his journey in San Diego, California, where he meets three movers who are tasked with packing up a family's belongings and transporting them across the state. Smith is impressed by their dedication and hard work, but also notices some inefficiencies in their process. He quickly realizes that the job can be physically demanding and emotionally exhausting, as the movers often have to deal with anxious and stressed-out clients during a move.

Next, Smith heads to a United Van Lines warehouse in St. Louis, Missouri, where he meets a team of dispatchers who are in charge of scheduling the movements of the trucks. He quickly finds out that scheduling is a complex process that requires a lot of coordination and communication. During his time in St. Louis, Smith also meets a family who is moving across the country and lends a helping hand in packing up their belongings.

In his third stop, Smith heads to a United Van Lines call center in Fort Wayne, Indiana, where he meets a team of customer service agents who are responsible for handling client inquiries and complaints. Smith is impressed by their dedication to customer satisfaction but also realizes that they are often dealing with frustrated clients who have had negative experiences with the company.

Finally, Smith heads to a United Van Lines training facility in Missoula, Montana, where he meets a group of new hires who are receiving training on how to pack and move clients' belongings. Smith is impressed by their eagerness to learn and improve their skills but also realizes that the training process can be improved to better prepare them for the real-world challenges they will face.

Throughout the episode, Smith learns valuable lessons about the inner workings of his company and the challenges faced by his employees. He realizes the importance of providing better training opportunities, improving communication, and developing more efficient processes to ensure that United Van Lines provides the best possible service to its clients.

Overall, this episode of Undercover Boss offers viewers a fascinating look at the world of moving and relocation and the hardworking individuals who make it possible. Smith's journey highlights the importance of understanding the challenges faced by employees and the need for constant improvement to ensure the success of a company.