Dwyer-Owens’ true objective wasn’t to land a job, but to secretly evaluate the customer service experience and see if the company’s code of values was really penetrating the organization’s front line efforts.
For a few days last summer, Dwyer-Owens, rechristened as Faith Brown, found herself clumsily hedging trees in 100° F Tennessee heat, installing a hefty water heater, splicing thermometer wires inside an oven, replacing exit signs atop historic Houston buildings, and more.