Carlson is referring to Dina Dwyer-Owens’ Jan. 22 appearance in which the CEO and chairwoman of Rainbow International® parent company The Dwyer Group® posed as a would-be service professional to put the conglomerate’s technicians and code of values to the ultimate test.
“[The company] has grown through every recession until this one,” Dwyer-Owens told cameras when preparing to go incognito. “I want to find out what we can do better as an organization from those who are working face-to-face with customers and ensure consistency across the brands.”
The emotional journey ultimately did reaffirm Dwyer-Owens’ belief in the values—respect, integrity, customer focus and having fun in the process—emphasized by her late father, who founded the company in the early 80s. It also demonstrated that employers that invest in their people—as seen with Dwyer Group employees “Wayne,” “Jake” and “Tanna”—will reap the rewards, and so too will their customers.
Rainbow International provides global residential and commercial restoration and cleaning services.