Overview

• Regional manager Berit Behl and Service & Solutions CEO Mario Pieper posed as entry-level staff named Svenja and Marco in stores at Erding, Hamburg and Augsburg.
• Their frontline roles at cash registers, pick-and-pack and customer experience stations uncovered gaps in efficiency and customer engagement.
• In Augsburg a customer demanded a German-only discount and used the N-word, prompting the executives to condemn the abuse on the spot.
• Pieper asserted that human dignity is non-negotiable and said he would have ejected the customer under his real authority.
• After revealing their identities following a week of immersion, the bosses outlined plans for operational reforms and honored standout employees with special gifts.