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The professional and personal journey of Gigi’s Cupcakes, Gigi Butler, will unfold on national television as she takes a look inside Gigi’s Cupcakes on the CBS series “Undercover Boss,” Friday, February 13.
“Going undercover was one of the most difficult and rewarding things I’ve ever done,” Butler says. “It was truly a once-in-a-lifetime opportunity that most company executives never get. I learned more about my company and how we’re serving our customers across the country, and I got to know some of the incredible people who work for us,” Butler says. “We are growing so fast, it’s important for us to continually examine our process in order to understand what we’re doing right and how we can improve. I’m so grateful for this experience.”
Jobs Butler did undercover include decorating cupcakes with the signature Gigi’s swirl (frosting), baking cakes, and cupcakes, and customer service. One of her biggest takeaways was seeing how passionate the employees are who work in the bakeries. Butler was pleasantly surprised to see so many team members sharing her passion for baking and the overall Gigi’s culinary experience.
Butler also learned that each Gigi’s location that she visited was operating with slightly different procedures, which led to some inconsistencies between the bakeries. As a result of “Undercover Boss,” Butler has already made changes in the growing franchise, including hiring more staff to help with on-the-ground company operations and training. These key staff members now travel and are in the stores more frequently to implement procedures, improve processes, and fine-tune customer service with the goal of making sure it’s all consistent.