In Season 5, Episode 3 of Undercover Boss, Donatos Chairwoman Jane Grote Abell steps out of the boardroom and behind the counter to reconnect with the heart of her family’s pizza brand. From answering the drive-up window to making deliveries, Jane trades the executive title for an apron—revealing both the daily challenges and the remarkable dedication of Donatos team members. What viewers see isn’t just a national TV moment—it’s a leadership masterclass in humility, empathy, and accountability.
For those in franchise development, this episode illustrates why strong leadership and authentic brand culture go hand in hand. Jane’s time undercover uncovers something every franchisor should remember: operational excellence begins with listening. By engaging directly with frontline employees, she identifies not only areas for improvement but also the stories that define Donatos’ people-first philosophy—stories that resonate far beyond the kitchen.
At its core, this episode is a reminder that sustainable growth isn’t fueled solely by systems or marketing—it’s powered by values. Jane’s experience reaffirms what successful franchisors already know: when leaders stay connected to the mission, invest in their people, and keep an eye on quality at every level, the brand thrives from the inside out. That’s the real secret ingredient behind Donatos’ continued success—and the kind of leadership that inspires confidence in franchise partners nationwide.