Behind the Scenes with Crown’s 'Undercover Boss'

Day 1 - The first day of filming has arrived

The first day of filming has arrived, which means a very early start from Dorset to arrive in London on time. I’m feeling slightly apprehensive but it’s too late to back out now! The first phase of filming takes places at my parent’s house; it’s a surreal experience but I’m relieved to finally get going. The process is very different to what I had expected; it’s hard to be natural in front of the camera and I find myself feeling incredibly self conscious.

We drive up to Ruislip for the second phase of filming including various situational shots and boardroom scenes. I’ve really enjoyed the day but by 8pm I’m very tired and can’t wait to get home. Tomorrow I will travel to Birmingham to prepare to go “undercover”!

Day 2 - Going undercover

After arriving in Birmingham I immediately join the production crew for lunch. They want to film me eating solo so we set up the shot, much to the amusement of the restaurant staff. The crew has found me some glasses to help me go undercover so I take the opportunity to practise my new persona and wear them for the rest of the day so I can feel more comfortable when filming. It’s been another long day so I try and catch an early night to feel rested for a 5:15am pickup tomorrow. It’s my first day filming undercover tomorrow and I want to feel as fresh as possible.

Day 3 - From Finance Director to export packer

Today I finally become ‘Paul Ramdhanie’, complete with beard, glasses and a hat. On arrival at the Birmingham office I meet Paul Rowntree and I’m then introduced to the packing crew – Chris, Andy and Damien. They’re very friendly and put me at ease immediately with a cup of tea and a chat. After a Health and Safety training session I was off to Montgomery in Wales with the crew to pack a family emigrating to Australia.

Travelling in the van with Chris gives me a chance to get to know him better and I find out that he’s been working for Crown for 12 years. His long-term aspirations are to rise through the ranks into management and I can already see he has the potential to succeed with this goal.

When we arrive I’m shown the proper wrapping and packing techniques and, of course, I’m a lot slower than the rest of the crew initially but it’s not long before I start to build up speed. It’s an interesting diversion from my daily routine but also physically demanding. Items must be packed to export standard, a far higher standard than ordinary domestic removals. It gives me a great opportunity to see the hard work that helps Crown to achieve our high standards.

Throughout the day I also get a chance to work closely with Andy, who has worked for Crown for over 10 years and speaks very highly of the company, and Damien who has been with us for five years. When I eventually get back to the hotel in the evening I’m given a video camera to record my video diary however I’m too exhausted and my head hits the pillow.

Day 4 - Off to Nottingham

Feeling refreshed after a good night’s sleep we set off for the Crown Records Management site in Nottingham where we are greeted by George Burbank, the Site Supervisor. From the start it’s clear he’s a great personality. I sign in (under my assumed name which is still a strange thing to do) and we start on some basic training. George quickly takes me under his wing and I’m shown the system and how to process orders.

Our first delivery is in the city centre to a firm of solicitors who are long-standing customers. The receptionist has clearly known George for some time and its heart warming to see the good nature of their relationship. We make a second drop at another branch of the same firm and it’s clear that our team provides a friendly and professional service to our customers. It makes me very proud to think that we have people like George working for us at Crown. Speaking in front of the camera is getting easier, but I have to be reminded not to look directly at the lens when filming a reaction piece, which is easier said than done.

Day 5 - Sales training

We arrive in a rainy Leeds and I’m told I will be spending the day with the internet leads team. I’m relieved as I have been nowhere near this part of the business and am unlikely to be recognised. I’ll be spending the day with team manager Deborah Matthews and I’m really looking forward to getting to know her. Everyone in the office is so friendly and welcoming that I am suddenly struck by the amount of warmth and human kindness I have experienced on this journey. I feel proud to be a part of it.

With training over, we then move into a team meeting where I take part in a role play exercise, where I find out I’m not half bad on sales calls. It helps prepare me for real live customers that afternoon and after some more practise it’s my turn. Gulp! It actually goes pretty well and I enjoy talking to the customers. What impresses me most about the staff here is their enthusiasm for doing a good job. In the afternoon I spend more time with Deborah and learn that she has clear aspirations to become a Branch Manager and, as a talented and ambitious staff member, I can see this happening for her in the future. The day ends and we have a poignant farewell. It’s been a memorable and enjoyable day and, thankfully, my cover is still intact.

Day 6 - Nearly there...

With just two filming days left I face my greatest challenge yet, doing a packing job with a crew that works out of Ruislip, and I’m worried about blowing my cover. I’m working with Darren, Rod and Wayne and we’re packing for a lovely family today. Now I have more experience I find the process much more enjoyable. The family are starting a new life in Australia and will be running a B&B near the beach, which sounds fantastic.

The team are very efficient and with the sun shining it’s a great day. At the end of the day I have a call with Barry Koolen, Regional Managing Director, and I enjoy catching up and telling him about the great work our staff do everyday. I’ve had a great day and I feel proud to have helped a family to start a new life Down Under.

Day 8 - Final thoughts

It is the last day of filming on location and I have mixed feelings about it. On the one hand, I am keen to get back to being myself and look forward to having a shave and removing the glasses. On the other, I’ve really enjoyed the experience and will miss the film crew and everyone I’ve met.

After spending the day in Manchester with Paulene and Stewart my undercover adventure is over. I spend the evening shaving and transforming back into the real me ready for the big reveal later in the week!