1 00:00:11,206 --> 00:00:14,275 male announcer: More than 100 of America's biggest bosses... 2 00:00:14,310 --> 00:00:16,137 - I just hope I can keep up with the guys. 3 00:00:16,172 --> 00:00:18,379 announcer: Have gone undercover 4 00:00:18,413 --> 00:00:19,620 in their own companies. 5 00:00:19,655 --> 00:00:22,517 - That wasn't as easy as it looks. 6 00:00:22,551 --> 00:00:24,172 - Here we go! - Lift me up! 7 00:00:24,206 --> 00:00:25,896 - I'm about to just flip out here. 8 00:00:25,931 --> 00:00:28,344 - I would almost swear you look like somebody else. 9 00:00:28,379 --> 00:00:29,517 - Right here, right now, 10 00:00:29,551 --> 00:00:31,344 we're gonna shut the restaurant down. 11 00:00:31,379 --> 00:00:33,448 announcer: More than $20 million 12 00:00:33,482 --> 00:00:34,862 has been awarded to employees. 13 00:00:34,896 --> 00:00:37,448 - I'll write up a checkfor $250,000. 14 00:00:37,482 --> 00:00:38,620 - Oh, my God. 15 00:00:38,655 --> 00:00:39,724 announcer: And millions of lives... 16 00:00:39,758 --> 00:00:40,758 - I'm gonna pay off the mortgage. 17 00:00:40,793 --> 00:00:42,137 announcer: Changed forever. 18 00:00:42,172 --> 00:00:43,655 - For real? - This is real. 19 00:00:43,689 --> 00:00:47,517 The greatest reward is to see people live their dream. 20 00:00:47,551 --> 00:00:48,551 - That's a life changer. 21 00:00:51,413 --> 00:00:52,551 announcer: This season... 22 00:00:52,586 --> 00:00:54,379 - Oh, that's pretty cold. 23 00:00:54,413 --> 00:00:55,620 announcer: The most incredible... 24 00:00:55,655 --> 00:00:57,379 - We just got an emergency response. 25 00:00:57,413 --> 00:00:58,655 - Let's rumble! 26 00:01:00,241 --> 00:01:02,344 announcer: Surprising... 27 00:01:02,379 --> 00:01:04,931 - I am actually Drew Brees. - Oh, my God. 28 00:01:04,965 --> 00:01:06,241 announcer: And challenging journeys... 29 00:01:07,827 --> 00:01:08,793 - Report of a building on fire. 30 00:01:08,827 --> 00:01:09,793 announcer: So far. - Blech. 31 00:01:09,827 --> 00:01:10,793 - Uh-uh, no, no, no, no, 32 00:01:10,827 --> 00:01:11,827 no, no, no, no, no, no. 33 00:01:13,068 --> 00:01:14,413 - Coming up! 34 00:01:14,448 --> 00:01:16,172 - Let's talk about getting you out of this system. 35 00:01:21,482 --> 00:01:23,689 - Oh, my gosh! 36 00:01:23,724 --> 00:01:26,034 announcer: Tonight on "Undercover Boss"... 37 00:01:26,068 --> 00:01:28,551 - Okay, here we go. Boom, boom, boom. 38 00:01:28,586 --> 00:01:31,344 announcer: One of the world's biggest restaurant chains, 39 00:01:31,379 --> 00:01:35,965 TGI Fridays, known for fun and family for over 50 years, 40 00:01:36,000 --> 00:01:39,241 has fallen on hard times. 41 00:01:39,275 --> 00:01:41,655 The CEO tasked with turning things around 42 00:01:41,689 --> 00:01:43,620 is going undercover... 43 00:01:43,655 --> 00:01:45,448 - Oh, yikes. 44 00:01:45,482 --> 00:01:47,379 announcer: To find out if the changes he's making... 45 00:01:47,413 --> 00:01:48,689 - Beautiful. 46 00:01:48,724 --> 00:01:50,517 announcer: To put them back on top... 47 00:01:50,551 --> 00:01:51,827 - It's honestly a pain in the ass. 48 00:01:51,862 --> 00:01:53,206 It gets so frustrating. 49 00:01:53,241 --> 00:01:54,482 announcer: Are firing up sales... 50 00:01:54,517 --> 00:01:56,000 - That should be full of people. 51 00:01:56,034 --> 00:01:57,241 It's infuriating. 52 00:01:57,275 --> 00:01:59,000 announcer: Or burning out his staff. 53 00:01:59,034 --> 00:02:00,241 - Got to stay focused over here. 54 00:02:00,275 --> 00:02:02,000 Once you lose track, everything'll be off. 55 00:02:02,034 --> 00:02:03,206 announcer: Along the way, 56 00:02:03,241 --> 00:02:04,655 he'll discover some hard truths... 57 00:02:04,689 --> 00:02:06,655 - This collapsed in the middle of shift. 58 00:02:06,689 --> 00:02:08,724 announcer: And find out how his restaurants 59 00:02:08,758 --> 00:02:10,206 are really being run. 60 00:02:10,241 --> 00:02:12,965 - Something in the chain is broken. 61 00:02:13,000 --> 00:02:14,793 announcer: How will his employees react... 62 00:02:14,827 --> 00:02:16,275 - Oh, wow. 63 00:02:16,310 --> 00:02:18,689 announcer: When his identity is revealed? 64 00:02:18,724 --> 00:02:20,034 - It's gonna make every difference. 65 00:02:20,068 --> 00:02:21,724 You have no idea. 66 00:02:21,758 --> 00:02:24,551 - I'm just overwhelmed. - Oh, look at me. 67 00:02:26,448 --> 00:02:29,724 announcer: All this next on "Undercover Boss." 68 00:02:37,068 --> 00:02:38,413 - My name is Ray Blanchette. 69 00:02:38,448 --> 00:02:40,793 I'm the CEO of TGI Fridays. 70 00:02:42,862 --> 00:02:44,862 TGI Fridays is a massive brand. 71 00:02:44,896 --> 00:02:47,655 All parts of the country, people know TGI Fridays. 72 00:02:47,689 --> 00:02:51,310 Fridays is famous as the place to go for that Friday feeling, 73 00:02:51,344 --> 00:02:53,068 you know, to relax, be social 74 00:02:53,103 --> 00:02:55,241 with family and friends over great food and drink. 75 00:02:57,379 --> 00:02:59,586 TGI Fridays was actually the original bar and grill 76 00:02:59,620 --> 00:03:04,241 started in 1965 at First and 63rd in New York City. 77 00:03:04,275 --> 00:03:05,862 Fridays was created by Alan Stillman, 78 00:03:05,896 --> 00:03:07,275 who wanted to create a place 79 00:03:07,310 --> 00:03:08,827 where really everyone was welcome. 80 00:03:08,862 --> 00:03:11,827 It was really the first sort of female-friendly bar. 81 00:03:11,862 --> 00:03:13,379 You know, it was a time in the country 82 00:03:13,413 --> 00:03:14,758 where there was a lot happening. 83 00:03:14,793 --> 00:03:17,896 Civil rights and women's rights and TGI Fridays. 84 00:03:17,931 --> 00:03:19,172 The timing was just perfect. 85 00:03:19,206 --> 00:03:21,137 It was an instant success. 86 00:03:21,172 --> 00:03:24,206 People were lined up around the block to get in. 87 00:03:24,241 --> 00:03:25,931 It was a whole new scene. 88 00:03:30,172 --> 00:03:33,206 announcer: This success quickly spread across America, 89 00:03:33,241 --> 00:03:36,655 with 115 restaurants opening up in just 20 years. 90 00:03:38,275 --> 00:03:40,896 In 1986, the brand went global, 91 00:03:40,931 --> 00:03:44,862 and they now have 842 restaurants across the world. 92 00:03:44,896 --> 00:03:47,310 This all-American drinking and dining institution 93 00:03:47,344 --> 00:03:49,793 is worth a massive $2 billion 94 00:03:49,827 --> 00:03:53,103 and employs nearly 60,000 staff. 95 00:03:55,793 --> 00:03:57,310 - I grew up in Maryland. 96 00:03:57,344 --> 00:04:00,862 My father worked for the National Security Agency. 97 00:04:00,896 --> 00:04:03,413 When I was young, my mom was at home. 98 00:04:03,448 --> 00:04:06,620 I learned at an early age that I liked working 99 00:04:06,655 --> 00:04:08,206 and getting paid for it. 100 00:04:08,241 --> 00:04:12,172 I worked on a farm all through middle school and high school. 101 00:04:12,206 --> 00:04:14,344 I always saw myself as working somewhere 102 00:04:14,379 --> 00:04:15,896 with a lot of energy. 103 00:04:15,931 --> 00:04:19,931 I started at TGI Fridays in 1989 104 00:04:19,965 --> 00:04:22,482 as a manager in training. 105 00:04:23,896 --> 00:04:26,517 I was very young, had a brand new baby, 106 00:04:26,551 --> 00:04:28,965 and made basically nothing. 107 00:04:29,000 --> 00:04:30,931 We were oftentimes making decisions 108 00:04:30,965 --> 00:04:32,655 between food and diapers, but luckily, 109 00:04:32,689 --> 00:04:35,448 at TGI Fridays, I was given a lot of opportunity. 110 00:04:35,482 --> 00:04:38,000 Climbed every rung of the corporate ladder. 111 00:04:38,034 --> 00:04:39,517 After 18 years, I left. 112 00:04:39,551 --> 00:04:42,344 I actually went out and turned around a few other companies, 113 00:04:42,379 --> 00:04:45,034 so I was gone for 12 years and then was recruited 114 00:04:45,068 --> 00:04:47,724 to come back about a year ago to run TGI Fridays, 115 00:04:47,758 --> 00:04:49,586 which, for me, is a dream job. 116 00:04:49,620 --> 00:04:53,241 Coming back to TGI Fridays felt like home. 117 00:04:53,275 --> 00:04:55,206 We have a big problem in the industry, 118 00:04:55,241 --> 00:04:57,896 where less people are dining in our restaurants 119 00:04:57,931 --> 00:04:59,517 in favor of food delivery, 120 00:04:59,551 --> 00:05:02,551 so I really need to drive traffic into our restaurants 121 00:05:02,586 --> 00:05:04,034 as a top priority. 122 00:05:04,068 --> 00:05:06,827 Shortly after becoming CEO, I rolled out 123 00:05:06,862 --> 00:05:08,655 several new initiatives across the business 124 00:05:08,689 --> 00:05:10,310 to broaden our customer base. 125 00:05:10,344 --> 00:05:13,034 You know, new promotions, new menu items. 126 00:05:13,068 --> 00:05:15,482 And if we don't continue to evolve, 127 00:05:15,517 --> 00:05:19,551 the price for failure is go out of business. 128 00:05:19,586 --> 00:05:23,655 I am motivated by 60,000 people around the globe 129 00:05:23,689 --> 00:05:27,724 counting on me to reenergize a brand that I love. 130 00:05:27,758 --> 00:05:29,413 I don't wanna disappoint them. 131 00:05:31,689 --> 00:05:34,586 I'm gonna go undercover in my TGI Fridays restaurants 132 00:05:34,620 --> 00:05:36,034 and see what I can learn. 133 00:05:36,068 --> 00:05:38,793 - So when was the last time youmade a martini behind the bar? 134 00:05:38,827 --> 00:05:41,310 - 1989. - Okay. 135 00:05:41,344 --> 00:05:42,758 - And I was terrible at it. - Really? 136 00:05:42,793 --> 00:05:45,137 - Oh, terrible. - So who you gonna be? 137 00:05:45,172 --> 00:05:47,517 - My name's Keith Phillips, 138 00:05:47,551 --> 00:05:49,931 and I'm a former innkeeper from Maine, 139 00:05:49,965 --> 00:05:52,896 and they recently sold the property, 140 00:05:52,931 --> 00:05:55,758 and now I've gotta go find something else to do. 141 00:05:55,793 --> 00:05:57,413 Say good-bye to Ray. 142 00:05:57,448 --> 00:05:59,862 Next time you see me, I'll be Keith Phillips. 143 00:05:59,896 --> 00:06:01,551 - See you soon, Keith. 144 00:06:03,275 --> 00:06:06,103 - We have made a lot of changes over the last year. 145 00:06:06,137 --> 00:06:08,068 I wanna know. Are people overwhelmed? 146 00:06:08,103 --> 00:06:10,034 Are they enthusiastic? 147 00:06:10,068 --> 00:06:12,724 Are the changes that need to happen in the business 148 00:06:12,758 --> 00:06:14,310 actually happening so that we can 149 00:06:14,344 --> 00:06:16,655 compete harder and win in the future? 150 00:06:16,689 --> 00:06:19,379 Oh, yikes. 151 00:06:23,586 --> 00:06:24,931 - And here comes Keith. 152 00:06:26,275 --> 00:06:27,931 - Oh, my God. 153 00:06:27,965 --> 00:06:30,482 - Oh...oh, my gosh! 154 00:06:30,517 --> 00:06:32,103 - Come give your daddy a kiss. - Oh, my gosh! 155 00:06:32,137 --> 00:06:34,379 - Give daddy a hug. 156 00:06:36,793 --> 00:06:39,724 - During filming, my team members will be led to believe 157 00:06:39,758 --> 00:06:41,344 that they are taking part 158 00:06:41,379 --> 00:06:44,586 in a documentary about second careers. 159 00:06:44,620 --> 00:06:48,068 They have no idea that this is really "Undercover Boss." 160 00:06:48,103 --> 00:06:50,793 Keith has left the building. 161 00:06:51,965 --> 00:06:53,310 - Bye. - Bye. 162 00:06:53,344 --> 00:06:55,034 All right, here we go. 163 00:07:00,551 --> 00:07:03,344 Today I'm in Laurel, Maryland, to visit Brittany, 164 00:07:03,379 --> 00:07:06,034 the bar manager here, who I have heard 165 00:07:06,068 --> 00:07:08,000 is a really good bartender trainer. 166 00:07:08,034 --> 00:07:09,724 We talk about the bar as kind of being 167 00:07:09,758 --> 00:07:11,310 the essence of our business. 168 00:07:11,344 --> 00:07:14,517 We sort of originated flair in bars. 169 00:07:14,551 --> 00:07:18,724 I can remember back in 1989 when I did my training 170 00:07:18,758 --> 00:07:23,000 and we spent a good 10 days behind the bar, 171 00:07:23,034 --> 00:07:25,586 and it was the worst 10 days of my training. 172 00:07:25,620 --> 00:07:28,034 What I'm gonna be looking for is, you know, 173 00:07:28,068 --> 00:07:30,586 the quality of training of our bartenders, 174 00:07:30,620 --> 00:07:31,931 and while I don't expect to see 175 00:07:31,965 --> 00:07:34,827 a great deal of flair on a Monday shift, 176 00:07:34,862 --> 00:07:37,862 what I am looking for is they bring that personality. 177 00:07:37,896 --> 00:07:39,034 - Hi. how are you? 178 00:07:39,068 --> 00:07:40,793 I'm Brittney. - Hi, Brittney. 179 00:07:40,827 --> 00:07:42,206 - Nice to meet you. - I'm Keith, nice to meet you. 180 00:07:42,241 --> 00:07:43,965 - Wonderful to meet you. You ready to get this started? 181 00:07:44,000 --> 00:07:45,000 - I think so. - All right. 182 00:07:47,310 --> 00:07:49,413 So do you have anyprevious restaurant experience? 183 00:07:49,448 --> 00:07:51,379 - Well, we have a little restaurant at the inn. 184 00:07:51,413 --> 00:07:54,137 - All right, Fridays is knownfor their innovative drinks. 185 00:07:54,172 --> 00:07:55,241 - Okay. 186 00:07:55,275 --> 00:07:56,862 - We havecolor-changing drinks. 187 00:07:56,896 --> 00:07:59,310 We also have drinkswe light on fire. 188 00:07:59,344 --> 00:08:00,724 - It's like a science laboratory. 189 00:08:00,758 --> 00:08:02,482 - Do you have those at the inn? 190 00:08:02,517 --> 00:08:04,034 - Yeah, right. 191 00:08:04,068 --> 00:08:06,793 Just gonna try to show youhow this would work. 192 00:08:06,827 --> 00:08:09,758 So when you pour it in, and itdoesn't have to be a lot-- 193 00:08:09,793 --> 00:08:11,517 - Oh, wow. 194 00:08:11,551 --> 00:08:12,758 - That's the magic trick. - It's great. 195 00:08:12,793 --> 00:08:14,241 That's cool. - And people go crazy for it. 196 00:08:14,275 --> 00:08:16,551 - Sure. - This is our shimmer dust. 197 00:08:16,586 --> 00:08:18,000 You see how it glitters? - Mm-hmm. 198 00:08:18,034 --> 00:08:20,137 If you just stir it,it activates all the sparkles. 199 00:08:20,172 --> 00:08:22,413 Another drinkpeople go crazy for. 200 00:08:22,448 --> 00:08:24,517 - Fantastic. 201 00:08:24,551 --> 00:08:27,103 This is, like, our bar Bible. - Oh my. 202 00:08:27,137 --> 00:08:28,793 - And it even breaks it down for you 203 00:08:28,827 --> 00:08:30,482 even how you have to cut the fruit, 204 00:08:30,517 --> 00:08:33,000 so nothing is left to guess. - Okay. 205 00:08:33,034 --> 00:08:34,344 - All right, you wanna try your hand out 206 00:08:34,379 --> 00:08:35,793 at this color-changing drink? - Yeah, let's do it. 207 00:08:35,827 --> 00:08:37,103 - Let's do it, all right. 208 00:08:37,137 --> 00:08:41,034 - Okay, mixer--ice in it? - Ice in it. 209 00:08:41,068 --> 00:08:43,275 I'm looking for somebody who can multitask, 210 00:08:43,310 --> 00:08:45,000 has a good memory... 211 00:08:45,034 --> 00:08:46,379 - Okay, where's my ice scoop? 212 00:08:46,413 --> 00:08:47,413 - It's right back there. - Back here. 213 00:08:53,827 --> 00:08:55,000 - I'd like to teach him, you know, 214 00:08:55,034 --> 00:08:56,068 pick up a little bit of the pace. 215 00:08:57,103 --> 00:08:58,103 All right. 216 00:09:00,103 --> 00:09:02,103 And you see how it's that purple-blue color? 217 00:09:02,137 --> 00:09:03,172 - Right. 218 00:09:03,206 --> 00:09:04,241 - That's exactly what you're looking for. 219 00:09:04,275 --> 00:09:05,655 - I love that Brittney's doing 220 00:09:05,689 --> 00:09:08,172 literally every single thing by the book. 221 00:09:08,206 --> 00:09:11,310 Unfortunately, today I'm slowing her down. 222 00:09:11,344 --> 00:09:13,862 - And that is your magic martini. 223 00:09:13,896 --> 00:09:16,068 You should be ableto get a drink here 224 00:09:16,103 --> 00:09:18,586 and then go to the Fridaysin the Dominican Republic 225 00:09:18,620 --> 00:09:20,862 and have the exact same drink. 226 00:09:20,896 --> 00:09:22,137 - That sounds nice. - Who wouldn't? 227 00:09:22,172 --> 00:09:23,413 - Right. 228 00:09:23,448 --> 00:09:25,448 - I keep trying to viefor a spot internationally. 229 00:09:25,482 --> 00:09:26,448 - Okay. 230 00:09:26,482 --> 00:09:28,862 I think Brittney is dynamite. 231 00:09:28,896 --> 00:09:30,551 I mean, she's the kind of manager 232 00:09:30,586 --> 00:09:33,000 that I would have loved to have had on my team 233 00:09:33,034 --> 00:09:35,379 'cause she's enthusiastic, right? 234 00:09:35,413 --> 00:09:39,068 She brings great personality and energy to the business. 235 00:09:39,103 --> 00:09:41,034 - So what I'm gonnashow you now is one of 236 00:09:41,068 --> 00:09:43,034 the most important partsabout Fridays. 237 00:09:43,068 --> 00:09:44,793 We're gonna do basic flairing. 238 00:09:44,827 --> 00:09:46,241 Little things when you'remaking your drink, 239 00:09:46,275 --> 00:09:47,655 it just makesthe customers excited. 240 00:09:47,689 --> 00:09:49,034 - Yeah, I could see that. - You wanna give it a try? 241 00:09:50,068 --> 00:09:51,517 You see, you just kinda-- 242 00:09:51,551 --> 00:09:54,034 There you go.That's the under the leg. 243 00:09:54,068 --> 00:09:55,689 - All right. - Catch with the same hand. 244 00:09:55,724 --> 00:09:56,689 - All right. - Just the spacing. 245 00:09:56,724 --> 00:09:57,896 - Oh!Look at that. 246 00:09:57,931 --> 00:09:59,103 That's really good. - I used two hands. 247 00:09:59,137 --> 00:10:00,172 That doesn't count. - That's okay. 248 00:10:00,206 --> 00:10:01,310 It's really goodfor your first try. 249 00:10:01,344 --> 00:10:03,068 - One more time. - I got faith in you. 250 00:10:04,379 --> 00:10:05,896 - That was a little-- little overzealous. 251 00:10:05,931 --> 00:10:06,896 - It's all right. 252 00:10:06,931 --> 00:10:08,620 It's all right. 253 00:10:08,655 --> 00:10:11,586 - The main part of thisis just dealing with people 254 00:10:11,620 --> 00:10:13,724 and being able to jumpfrom one thing to the other. 255 00:10:13,758 --> 00:10:17,965 For example,clearly the ceiling fell in. 256 00:10:18,000 --> 00:10:19,034 - Oh, no. What happened? 257 00:10:19,068 --> 00:10:20,758 - We had a massive flood... - Oh. 258 00:10:20,793 --> 00:10:22,517 - And this collapsedin the middle of shift. 259 00:10:22,551 --> 00:10:24,862 The roof has to becompletely leveled out, 260 00:10:24,896 --> 00:10:27,034 but the waiting onthe corporate approval part 261 00:10:27,068 --> 00:10:28,103 is just--it's a painin the ass. 262 00:10:29,206 --> 00:10:30,620 - So Brittney is telling me that 263 00:10:30,655 --> 00:10:33,896 repairs and maintenance get bottlenecked at corporate. 264 00:10:33,931 --> 00:10:37,344 Clearly, that's not a corporate policy. 265 00:10:37,379 --> 00:10:39,827 Something in the--in the chain is broken. 266 00:10:40,620 --> 00:10:41,482 announcer: Coming up, 267 00:10:41,517 --> 00:10:43,310 the boss is put under pressure... 268 00:10:43,344 --> 00:10:45,620 - Yes, when you're hiredin Fridays, we are trained. 269 00:10:45,655 --> 00:10:46,931 We have two weeks of training. 270 00:10:46,965 --> 00:10:48,206 - Two weeks of training? 271 00:10:48,241 --> 00:10:49,379 Like, is that literally 272 00:10:49,413 --> 00:10:50,758 the amount of training she's received? 273 00:10:50,793 --> 00:10:53,172 announcer: And uncovers some serious issues. 274 00:10:53,206 --> 00:10:53,965 - All you gotta do is turn around. 275 00:10:54,000 --> 00:10:55,413 Boom, boom, boom. 276 00:11:05,862 --> 00:11:09,068 - Today I'm undercover in my own company, TGI Fridays, 277 00:11:09,103 --> 00:11:11,827 to make sure our strict standards are being upheld. 278 00:11:11,862 --> 00:11:13,413 - Clearly the ceiling fell in. 279 00:11:14,896 --> 00:11:16,448 We had a massive flood, 280 00:11:16,482 --> 00:11:18,931 and this collapsed in the middle of shift. 281 00:11:18,965 --> 00:11:21,827 The roof has to becompletely leveled out, 282 00:11:21,862 --> 00:11:23,827 but the waiting onthe corporate approval part 283 00:11:23,862 --> 00:11:25,758 is just--it's a painin the ass. 284 00:11:25,793 --> 00:11:28,344 - So Brittney is telling me that repairs and maintenance 285 00:11:28,379 --> 00:11:30,275 get bottlenecked at corporate. 286 00:11:30,310 --> 00:11:33,689 Clearly that's not a corporate policy. 287 00:11:33,724 --> 00:11:36,862 Something in the--in the chain is broken. 288 00:11:36,896 --> 00:11:39,482 - I've learned a lot having todeal with issues myself. 289 00:11:39,517 --> 00:11:42,793 I haven't had a GM sincethe first month I worked here. 290 00:11:44,689 --> 00:11:45,758 - So it was kind of likewe had to 291 00:11:45,793 --> 00:11:47,275 figure everything outon our own. 292 00:11:47,310 --> 00:11:49,310 - If there's no general manager in this restaurant, 293 00:11:49,344 --> 00:11:50,655 that's a big problem. 294 00:11:50,689 --> 00:11:52,551 A business like this, especially a business with 295 00:11:52,586 --> 00:11:55,310 a late night bar, needs not just a general manager, 296 00:11:55,344 --> 00:11:57,034 but a strong general manager. 297 00:11:57,068 --> 00:11:58,551 - So when did you come here? 298 00:11:58,586 --> 00:12:00,793 - I came here October 27thof last year. 299 00:12:00,827 --> 00:12:01,793 - Oh, okay. 300 00:12:01,827 --> 00:12:03,655 - I had taken a break. 301 00:12:03,689 --> 00:12:06,000 I went throughsome of my own struggles. 302 00:12:08,034 --> 00:12:10,793 I was involved with 303 00:12:10,827 --> 00:12:13,448 some drugsfor quite some years, 304 00:12:13,482 --> 00:12:16,551 and so I got myself clean,went back to Fridays, 305 00:12:16,586 --> 00:12:18,137 and they were really good,they worked with me. 306 00:12:18,172 --> 00:12:20,034 Anytime I needed to leave,if I had to go to a meeting, 307 00:12:20,068 --> 00:12:21,379 anything I had to deal with... 308 00:12:21,413 --> 00:12:24,724 - If I wasn't undercover, there's no way 309 00:12:24,758 --> 00:12:27,310 that I would have learned that from her just now. 310 00:12:27,344 --> 00:12:30,206 She's a fantastic trainer and a very hard worker. 311 00:12:30,241 --> 00:12:31,586 Really special person. 312 00:12:31,620 --> 00:12:33,206 - So you wanna take a break? - Let's do it. 313 00:12:33,241 --> 00:12:34,413 - All right, let's go. 314 00:12:35,793 --> 00:12:38,965 - All right. - Well, cheers. 315 00:12:39,000 --> 00:12:40,241 - Cheers to a good first day. 316 00:12:40,275 --> 00:12:42,000 - Thanks for the training today. 317 00:12:42,034 --> 00:12:44,172 It sounds like you've dealt with some pretty hard stuff. 318 00:12:44,206 --> 00:12:46,172 - Yeah, yeah, I have. 319 00:12:46,206 --> 00:12:48,034 I've been through a lot. 320 00:12:48,068 --> 00:12:53,172 I was involved with somereally, really terrible people, 321 00:12:53,206 --> 00:12:55,206 and I found outmy sister was pregnant, 322 00:12:55,241 --> 00:12:58,034 and I decided I can't havemy nephew running around 323 00:12:58,068 --> 00:13:00,827 and seeing me like that,and I've been clean ever since. 324 00:13:00,862 --> 00:13:02,689 - You come across as the boss. 325 00:13:02,724 --> 00:13:03,793 - Yeah. 326 00:13:03,827 --> 00:13:05,103 - You were showing me what to do. 327 00:13:05,137 --> 00:13:07,448 You knew what you were talking about, I mean-- 328 00:13:07,482 --> 00:13:09,413 - I think a lot of peopleare ashamed of their past, 329 00:13:09,448 --> 00:13:12,517 and I just think of it as--mypast is what made me who I am. 330 00:13:12,551 --> 00:13:14,724 The reason I am so strongis because I've been through 331 00:13:14,758 --> 00:13:16,068 other situations like that. - You better believe it. 332 00:13:16,103 --> 00:13:17,758 That's such a powerful story, man. 333 00:13:17,793 --> 00:13:19,448 You should be really proud of yourself. 334 00:13:21,310 --> 00:13:23,275 - Brittney has been through more 335 00:13:23,310 --> 00:13:26,310 than most people twice her age. 336 00:13:26,344 --> 00:13:27,896 Thank you so much. 337 00:13:27,931 --> 00:13:28,965 - Thank you. - Thanks. 338 00:13:29,000 --> 00:13:29,862 - You're so welcome.It was wonderful to meet you. 339 00:13:29,896 --> 00:13:31,379 - Nice to meet you. All right. Bye. 340 00:13:31,413 --> 00:13:34,655 This is a people business, and all our people matter. 341 00:13:34,689 --> 00:13:37,862 I want Brittney to work for us ten years from today. 342 00:13:37,896 --> 00:13:40,241 I want to find a way to give Brittney the support 343 00:13:40,275 --> 00:13:42,862 she needs at the company so she can thrive. 344 00:13:47,103 --> 00:13:48,758 We are in New York City, 345 00:13:48,793 --> 00:13:50,724 birthplace of TGI Fridays. 346 00:13:50,758 --> 00:13:53,655 We're headed to Sheepshead Bay in Brooklyn, 347 00:13:53,689 --> 00:13:54,827 and I will be working with 348 00:13:54,862 --> 00:13:57,172 an assistant manager named Michelle. 349 00:13:58,448 --> 00:14:01,068 When I was the vice president East Coast, 350 00:14:01,103 --> 00:14:05,551 Long Island was most profitable market 351 00:14:05,586 --> 00:14:08,034 in the entire country for TGI Fridays, 352 00:14:08,068 --> 00:14:09,827 but current sales performance in this restaurant 353 00:14:09,862 --> 00:14:11,275 is down about 15%. 354 00:14:11,310 --> 00:14:13,034 When you know that you've got a market 355 00:14:13,068 --> 00:14:14,965 not living up to its potential, 356 00:14:15,000 --> 00:14:18,137 how do we get this business back to its former glory? 357 00:14:19,620 --> 00:14:21,275 Hi, Michelle. - Hello. 358 00:14:21,310 --> 00:14:22,655 - I'm Keith. - Hi, Keith. 359 00:14:22,689 --> 00:14:24,137 Nice to meet you. - Nice to meet you. 360 00:14:24,172 --> 00:14:25,827 - So you're gonnabe my new manager. 361 00:14:25,862 --> 00:14:27,931 - You're gonna train me. - Yes. Let's get started. 362 00:14:27,965 --> 00:14:29,137 - You tell me where we're gonna start, 363 00:14:29,172 --> 00:14:30,137 and we'll get to it. - Yes. 364 00:14:33,413 --> 00:14:35,068 As a manager,there is one main thing 365 00:14:35,103 --> 00:14:36,448 that you have to doto work in a restaurant. 366 00:14:36,482 --> 00:14:38,379 You have to knowhow to multitask. 367 00:14:38,413 --> 00:14:40,241 - Multitask, okay. - Yes, that's the big word. 368 00:14:40,275 --> 00:14:41,517 - All right. - Multitask. 369 00:14:41,551 --> 00:14:43,448 - So are you in the front of the house a lot, then? 370 00:14:43,482 --> 00:14:44,896 - Yeah, I am front of the house manager. 371 00:14:44,931 --> 00:14:46,448 I'm also the host manager. 372 00:14:46,482 --> 00:14:47,931 It doesn't matter if we're front of the house, 373 00:14:47,965 --> 00:14:49,344 back of the house. 374 00:14:49,379 --> 00:14:51,965 When the business is going, we have to be everywhere. 375 00:14:52,000 --> 00:14:53,344 - Okay. 376 00:14:53,379 --> 00:14:54,758 - This is where the food comes out the restaurant window 377 00:14:54,793 --> 00:14:56,379 when our customers order. 378 00:14:56,413 --> 00:14:58,758 This little screen right hereis very important 379 00:14:58,793 --> 00:15:00,896 because we have to havecertain ticket times. 380 00:15:00,931 --> 00:15:03,310 Appetizer is 5-10 minutes. 381 00:15:03,344 --> 00:15:04,965 Dinner shouldbe 10-20 minutes 382 00:15:05,000 --> 00:15:06,034 that needs to get outthe window. 383 00:15:06,068 --> 00:15:07,724 Today is gonnabe a very busy day. 384 00:15:07,758 --> 00:15:08,931 Weekends we're always busy. 385 00:15:08,965 --> 00:15:10,241 So we have to getour gloves on, 386 00:15:10,275 --> 00:15:11,310 and we have to get busy. 387 00:15:14,034 --> 00:15:15,517 So when you see the black tickets 388 00:15:15,551 --> 00:15:17,586 in the window, this means now that this food is ready to go. 389 00:15:17,620 --> 00:15:18,758 So this is the foodthat we need 390 00:15:18,793 --> 00:15:19,758 to get out right now. 391 00:15:19,793 --> 00:15:20,758 Follow him right there. 392 00:15:20,793 --> 00:15:21,862 See the guywith the black shirt? 393 00:15:21,896 --> 00:15:24,172 Take it to table 12where he just went to. 394 00:15:24,206 --> 00:15:25,965 - Here's your macaroni and cheese. 395 00:15:26,000 --> 00:15:29,482 - Okay, guys, we're missinga kids pasta, marinara sauce, 396 00:15:29,517 --> 00:15:31,034 kids chicken finger. 397 00:15:31,068 --> 00:15:32,275 This is our busy time. 398 00:15:32,310 --> 00:15:33,827 This is when we get busyas managers, go. 399 00:15:33,862 --> 00:15:35,206 - This is when we have to hustle, huh? 400 00:15:35,241 --> 00:15:36,896 - Yes, this is when we hustle. - Okay. 401 00:15:36,931 --> 00:15:40,655 First impression, Michelle is full of energy, 402 00:15:40,689 --> 00:15:42,137 very enthusiastic. 403 00:15:42,172 --> 00:15:44,862 You can tell she wants to do a good job, 404 00:15:44,896 --> 00:15:47,034 but things here are pretty disorganized. 405 00:15:47,068 --> 00:15:48,517 - I grew up back home,and there were some days 406 00:15:48,551 --> 00:15:51,034 with my mom--my grandmotherhad a little restaurant, 407 00:15:51,068 --> 00:15:52,310 family restaurant, 408 00:15:52,344 --> 00:15:55,137 so that passion that I havecame from there, okay? 409 00:15:55,172 --> 00:15:57,275 - And how long have you worked for TGI Fridays? 410 00:15:57,310 --> 00:15:59,482 - I have been workingfor TGIF--next month September 411 00:15:59,517 --> 00:16:00,896 will make mea year I've been here. 412 00:16:00,931 --> 00:16:02,034 - So have you been trained to do 413 00:16:02,068 --> 00:16:03,310 all these stations separately? 414 00:16:03,344 --> 00:16:05,103 - Yes, when you're hiredin Fridays, we are trained. 415 00:16:05,137 --> 00:16:06,413 We have two weeks of training. 416 00:16:08,137 --> 00:16:11,034 - And she said her training was two weeks long. 417 00:16:11,068 --> 00:16:13,758 A manager training at TGI Fridays 418 00:16:13,793 --> 00:16:14,827 starts at eight weeks. 419 00:16:14,862 --> 00:16:16,827 So there's a clear disconnect here. 420 00:16:16,862 --> 00:16:18,517 Two weeks of training? 421 00:16:18,551 --> 00:16:19,896 Like, is that literally the amount 422 00:16:19,931 --> 00:16:21,655 of training she's received? 423 00:16:33,172 --> 00:16:34,310 - So have you been trained to do 424 00:16:34,344 --> 00:16:35,586 all these stations separately? 425 00:16:35,620 --> 00:16:37,379 - Yes, when you're hiredin Fridays, we are trained. 426 00:16:37,413 --> 00:16:38,689 We have two weeks of training. 427 00:16:40,344 --> 00:16:43,241 - And she said her training was two weeks long. 428 00:16:43,275 --> 00:16:46,000 A manager training at TGI Fridays 429 00:16:46,034 --> 00:16:47,551 starts at eight weeks. 430 00:16:47,586 --> 00:16:50,034 So there's a clear disconnect here. 431 00:16:50,068 --> 00:16:51,137 Two weeks of training? 432 00:16:51,172 --> 00:16:52,275 Like, is that literally the amount 433 00:16:52,310 --> 00:16:54,379 of training she's received? 434 00:16:55,620 --> 00:16:57,241 - Okay, guys, we have 435 00:16:57,275 --> 00:16:59,862 a fried chicken sandwich and French fries. 436 00:16:59,896 --> 00:17:01,413 Not you? 437 00:17:01,448 --> 00:17:03,310 Okay. They're probably down here. 438 00:17:03,344 --> 00:17:04,620 - Oh. - We came to the wrong one. 439 00:17:04,655 --> 00:17:07,724 Okay, fried chicken sandwich with French Fries. 440 00:17:10,448 --> 00:17:12,862 - You got it.I'll fix that immediately. 441 00:17:12,896 --> 00:17:15,827 Sorry about that. - No problem, this way, Keith. 442 00:17:15,862 --> 00:17:17,206 All right. 443 00:17:17,241 --> 00:17:19,689 - If you manage the small details 444 00:17:19,724 --> 00:17:21,862 in a restaurant, you never have big problems. 445 00:17:21,896 --> 00:17:25,137 What I see here is just basically sloppiness. 446 00:17:26,758 --> 00:17:28,275 - This time is sayingover half an hour. 447 00:17:28,310 --> 00:17:31,034 Food should be at least15-20 minutes, not 29 minutes. 448 00:17:31,068 --> 00:17:32,206 - Right. 449 00:17:32,241 --> 00:17:33,586 - So now we know that we're running behind. 450 00:17:33,620 --> 00:17:35,137 - I think they're still waiting on a Cobb salad. 451 00:17:35,172 --> 00:17:36,413 - Oh, guys, what's up with the chicken-- 452 00:17:36,448 --> 00:17:38,827 the chicken for the Cobb salad they never got? 453 00:17:38,862 --> 00:17:39,827 - Joshua. 454 00:17:39,862 --> 00:17:41,137 - Where's the Cobb salad? 455 00:17:41,172 --> 00:17:43,310 - Michelle just took the Cobb salad. 456 00:17:43,344 --> 00:17:45,034 The job of a restaurant manager 457 00:17:45,068 --> 00:17:47,551 does not have to be that stressful. 458 00:17:47,586 --> 00:17:50,241 It's all about planning correctly, 459 00:17:50,275 --> 00:17:53,448 staffing correctly, having a well-trained team. 460 00:17:53,482 --> 00:17:55,586 So somebody needs to sit down and really coach her 461 00:17:55,620 --> 00:17:57,517 on better leadership. 462 00:18:05,758 --> 00:18:07,724 - We got a guest that's complaining, so we gotta get 463 00:18:07,758 --> 00:18:09,241 to the kitchen and find out what's going on... 464 00:18:09,275 --> 00:18:11,827 - Okay. - With their food, okay? 465 00:18:11,862 --> 00:18:13,241 - Oh, we gotta do the guest first. 466 00:18:13,275 --> 00:18:14,689 - That's high priority, so right now-- 467 00:18:14,724 --> 00:18:16,137 - Okay, top priority, let's go. - Actually, yes, come on. 468 00:18:16,172 --> 00:18:18,724 Hi guys, I'm just looking for table 23's food. 469 00:18:18,758 --> 00:18:19,931 'Cause the guest is complaining. 470 00:18:19,965 --> 00:18:21,275 We're not gonna move from this expo 471 00:18:21,310 --> 00:18:22,448 until we get that guests' food, 472 00:18:22,482 --> 00:18:23,655 so we don't have a guest complain. 473 00:18:23,689 --> 00:18:25,551 - Okay. - So that's how we do that. 474 00:18:25,586 --> 00:18:28,000 - She hasn't really been properly trained. 475 00:18:28,034 --> 00:18:30,034 She should've been taught, get to the guest, 476 00:18:30,068 --> 00:18:33,103 apologize, explain exactly what's going on, 477 00:18:33,137 --> 00:18:35,965 and then make sure their food gets out very quickly. 478 00:18:36,000 --> 00:18:38,758 If the guest was feeling neglected, 479 00:18:38,793 --> 00:18:40,931 they're just gonna continue to feel more neglected. 480 00:18:40,965 --> 00:18:42,241 Shifts like this 481 00:18:42,275 --> 00:18:44,793 that can ruin a restaurant's reputation. 482 00:18:44,827 --> 00:18:47,137 - I'll take you to the most beautiful spot 483 00:18:47,172 --> 00:18:48,172 in the restaurant that I like. 484 00:18:48,206 --> 00:18:49,551 Look at it. Isn't it gorgeous? 485 00:18:49,586 --> 00:18:51,206 - Yeah, it's beautiful. - Yes, it's very gorgeous. 486 00:18:51,241 --> 00:18:52,517 Okay. - Nobody's out here, though. 487 00:18:53,965 --> 00:18:55,896 - Well, today there was no one assigned to the patio. 488 00:18:55,931 --> 00:18:59,896 - Dining al fresco in Brooklyn is a rarity, 489 00:18:59,931 --> 00:19:01,310 and so the fact that we have it 490 00:19:01,344 --> 00:19:02,862 and we're not taking advantage of it-- 491 00:19:02,896 --> 00:19:05,620 That should be full of people. That's a big problem. 492 00:19:06,862 --> 00:19:09,103 - So we wanna go inside? - Yes. 493 00:19:13,793 --> 00:19:14,965 - Put that in there. - Right. 494 00:19:15,000 --> 00:19:16,413 - And I'll follow you. We go to table 46. 495 00:19:16,448 --> 00:19:17,793 - Let's go to 46. 496 00:19:19,103 --> 00:19:20,379 - Can I have a honey mustardto stay, guys? 497 00:19:20,413 --> 00:19:21,758 Honey mustard. 498 00:19:21,793 --> 00:19:23,862 - This Saturday night shift has been busy. 499 00:19:23,896 --> 00:19:26,344 Michelle's been completely run off her feet. 500 00:19:26,379 --> 00:19:28,344 - Bye, guys, thank you for coming. 501 00:19:29,862 --> 00:19:31,448 It has calmed down, okay? - Okay. 502 00:19:31,482 --> 00:19:33,689 - So now we can actually take a break. 503 00:19:33,724 --> 00:19:35,586 I've been here since 11:00 this morning. 504 00:19:35,620 --> 00:19:36,689 I'm tired. 505 00:19:36,724 --> 00:19:37,827 Been off since my mum passed away. 506 00:19:37,862 --> 00:19:40,655 My mum passed away last Wednesday. 507 00:19:40,689 --> 00:19:42,241 - I am so sorry to hear that. 508 00:19:42,275 --> 00:19:44,344 - We was prepared for it. She was 82. 509 00:19:44,379 --> 00:19:45,862 Yeah. 510 00:19:45,896 --> 00:19:47,137 I have never worked any other job 511 00:19:47,172 --> 00:19:48,689 besides being in the restaurant business. 512 00:19:48,724 --> 00:19:50,310 - So all this hecticness today for you-- 513 00:19:50,344 --> 00:19:51,965 - Piece of cake for me. Used to it. 514 00:19:52,000 --> 00:19:53,241 - Do you think you could run one of these 515 00:19:53,275 --> 00:19:55,034 as general manager? - Of course. 516 00:19:55,068 --> 00:19:56,758 I'm in a situation right nowthat the person 517 00:19:56,793 --> 00:19:59,103 that brought me to this country32 years ago 518 00:19:59,137 --> 00:20:00,172 is no longer with me. 519 00:20:00,206 --> 00:20:01,724 I know the struggleof coming here, 520 00:20:01,758 --> 00:20:02,827 but I had my mom. 521 00:20:02,862 --> 00:20:04,448 That was a lotof support to me. 522 00:20:04,482 --> 00:20:06,068 - I think your story 523 00:20:06,103 --> 00:20:08,689 is incredibly inspiring, quite frankly. 524 00:20:10,344 --> 00:20:12,793 She has a nice presence in the business, right? 525 00:20:12,827 --> 00:20:14,586 The people seem to look up to her. 526 00:20:14,620 --> 00:20:16,724 There's no reason she couldn't 527 00:20:16,758 --> 00:20:18,896 become a general manager one day. 528 00:20:18,931 --> 00:20:20,620 But there are some problems here. 529 00:20:20,655 --> 00:20:23,103 It's not properly staffed for a Saturday night. 530 00:20:23,137 --> 00:20:25,413 They're struggling to serve the customers they have. 531 00:20:25,448 --> 00:20:27,689 They aren't capitalizing on the outside space 532 00:20:27,724 --> 00:20:30,310 to get even more revenue through the building. 533 00:20:30,344 --> 00:20:33,034 This is why the restaurant's profits are down. 534 00:20:33,068 --> 00:20:35,862 It's something I need to change. 535 00:20:41,241 --> 00:20:43,206 Today I'm in Bensalem, Pennsylvania. 536 00:20:43,241 --> 00:20:45,413 Gonna work with a line cook named Abdul. 537 00:20:45,448 --> 00:20:48,103 Typically our best line cooks, 538 00:20:48,137 --> 00:20:50,000 they're gonna know multiple stations, 539 00:20:50,034 --> 00:20:51,517 serving perfect food. 540 00:20:51,551 --> 00:20:52,862 Over the last six to eight months, 541 00:20:52,896 --> 00:20:54,206 I've personally upgraded 542 00:20:54,241 --> 00:20:57,275 approximately 80% of our menu items. 543 00:20:57,310 --> 00:21:00,862 So we've had a lot of change, so I'm really anxious to see, 544 00:21:00,896 --> 00:21:04,379 you know, are they executing the recipes exactly right, 545 00:21:04,413 --> 00:21:06,000 consistently well, 546 00:21:06,034 --> 00:21:09,344 so that the quality of our food is perfect every time? 547 00:21:09,379 --> 00:21:11,172 It's 5:00 p.m., and they'll be getting ready 548 00:21:11,206 --> 00:21:12,517 for the dinner rush. 549 00:21:12,551 --> 00:21:14,275 Let's hope I can keep up. 550 00:21:14,310 --> 00:21:16,793 I'm looking for Abdul. 551 00:21:16,827 --> 00:21:18,137 - He's the famous man. 552 00:21:18,172 --> 00:21:20,034 - This is the famous Abdul? - How's it going? 553 00:21:20,068 --> 00:21:21,034 - How do you do? - I'm all right. 554 00:21:21,068 --> 00:21:22,379 Abdul. - I'm Keith. 555 00:21:22,413 --> 00:21:23,655 Very nice to meet you. - Nice to meet you, Keith. 556 00:21:23,689 --> 00:21:25,172 Oh, are you gonna be working today, Keith? 557 00:21:25,206 --> 00:21:26,344 - I'm gonna be w--yeah, 558 00:21:26,379 --> 00:21:28,896 I'm gonna do whateveryou tell me to do today. 559 00:21:28,931 --> 00:21:31,482 - This right here, this is the broil station. 560 00:21:31,517 --> 00:21:33,241 This is the fry station. 561 00:21:33,275 --> 00:21:35,758 This right here, this is sauté. 562 00:21:35,793 --> 00:21:37,275 - What's your favorite station? 563 00:21:39,068 --> 00:21:40,068 - Yeah. 564 00:21:40,103 --> 00:21:41,103 - Right, right. 565 00:21:43,379 --> 00:21:44,965 I'ma knock it right out. 566 00:21:47,517 --> 00:21:49,310 So you got a floor screen right here. 567 00:21:49,344 --> 00:21:52,379 - As service began, I got to work alongside Abdul 568 00:21:52,413 --> 00:21:54,137 at the window, which is basically where 569 00:21:54,172 --> 00:21:55,551 you organize the dishes and pass them 570 00:21:55,586 --> 00:21:57,034 from the cooks to the servers. 571 00:21:57,068 --> 00:21:59,448 - Broccoli on that one. Broccoli on that one. 572 00:21:59,482 --> 00:22:01,034 The last one get mash? 573 00:22:01,068 --> 00:22:02,482 'Cause it's faster. 574 00:22:02,517 --> 00:22:04,137 You know you gotta stay focused right here, baby. 575 00:22:04,172 --> 00:22:06,586 When I looked at him, I didn't think he was gonna make it 576 00:22:06,620 --> 00:22:09,758 only because, you know, when you come in Fridays, 577 00:22:09,793 --> 00:22:11,000 a lot of people don't make it. 578 00:22:11,034 --> 00:22:12,482 I like to give everybody a chance 579 00:22:12,517 --> 00:22:14,965 because when I came into Fridays, I had a chance. 580 00:22:15,000 --> 00:22:16,586 - Sizzle! 581 00:22:17,655 --> 00:22:19,000 - What I'm trying to teach you is 582 00:22:19,034 --> 00:22:20,827 how to keep everything in order. 583 00:22:20,862 --> 00:22:22,758 So where it go, when theycoming down the screen... 584 00:22:22,793 --> 00:22:23,862 - Mm-hmm. 585 00:22:23,896 --> 00:22:25,034 - All you gotta do is turn around. 586 00:22:25,068 --> 00:22:27,103 Boom, boom, boom, boom. Just like that. 587 00:22:27,137 --> 00:22:30,482 - Abdul's energy brings everybody's energy up. 588 00:22:30,517 --> 00:22:32,344 He's clearly the guy that's setting the pace 589 00:22:32,379 --> 00:22:33,655 in the kitchen, and you know, 590 00:22:33,689 --> 00:22:35,034 he's learned every station on the line. 591 00:22:35,068 --> 00:22:38,034 He's executing the recipes consistently well. 592 00:22:38,068 --> 00:22:41,586 Every kitchen manager at TGI Fridays needs an Abdul. 593 00:22:41,620 --> 00:22:45,103 - So that's a bacon burger going no lettuce, no pickles. 594 00:22:45,137 --> 00:22:47,758 You said no lettuce, no pickle? 595 00:22:47,793 --> 00:22:49,965 - Yeah, what are we missing? Onions. 596 00:22:50,000 --> 00:22:51,517 - Yeah, but I thought you saidno raw onion on that one. 597 00:22:51,551 --> 00:22:52,758 - No, it's right here. 598 00:22:52,793 --> 00:22:53,793 I'm reading it from off the board. 599 00:22:53,827 --> 00:22:54,620 - Okay. - Here we go. 600 00:22:54,655 --> 00:22:55,413 It say "no lettuce, no pickles." 601 00:22:55,448 --> 00:22:57,137 He's not fast enough. 602 00:22:57,172 --> 00:22:58,620 If I can't build his speed up, 603 00:22:58,655 --> 00:23:00,448 he's gonna be no good to Fridays. 604 00:23:00,482 --> 00:23:01,689 Got to stay focused over here. 605 00:23:01,724 --> 00:23:03,758 Once you lose track... - You're lost. 606 00:23:03,793 --> 00:23:04,896 - Like, everything'll be off. 607 00:23:04,931 --> 00:23:06,068 - I mean, I'm standing there, 608 00:23:06,103 --> 00:23:07,586 and I'm kind of looking for things. 609 00:23:07,620 --> 00:23:09,103 Those guys woulda had... 610 00:23:09,137 --> 00:23:11,689 All that done in 10% of the time 611 00:23:11,724 --> 00:23:12,724 that it would have taken me. 612 00:23:12,758 --> 00:23:14,137 - Nah, no, no, no, no, no, no. 613 00:23:14,172 --> 00:23:15,586 - It's been a long time since I've worked a shift 614 00:23:15,620 --> 00:23:17,620 in a Fridays kitchen; it was a little tough 615 00:23:17,655 --> 00:23:19,103 to keep up with Abdul in there. 616 00:23:19,137 --> 00:23:20,448 - Want to take a break there already? 617 00:23:20,482 --> 00:23:21,448 Yeah, we'll get some fresh air. 618 00:23:23,827 --> 00:23:25,379 - Are you from West Philly? 619 00:23:25,413 --> 00:23:26,586 - I'm one of these guys, man, 620 00:23:26,620 --> 00:23:27,689 that they camefrom the streets. 621 00:23:27,724 --> 00:23:28,827 I had a rough life comin' up. 622 00:23:28,862 --> 00:23:31,896 I got seven brothers,eight sisters. 623 00:23:31,931 --> 00:23:34,586 At the age of 13, my momgot shot in the face. 624 00:23:34,620 --> 00:23:35,896 - What? 625 00:23:35,931 --> 00:23:37,413 - Yeah, she got shotin the face. 626 00:23:37,448 --> 00:23:39,482 I had to take careof my siblings 627 00:23:39,517 --> 00:23:41,034 and take care of my mom. 628 00:23:41,068 --> 00:23:43,172 I sold drugs, 629 00:23:43,206 --> 00:23:46,310 went to jail for selling drugs,and guess what. 630 00:23:46,344 --> 00:23:49,517 Fridays,they brought me right back. 631 00:23:49,551 --> 00:23:51,413 - So the streets still callin'? Are you-- 632 00:23:51,448 --> 00:23:54,206 - No, actually-- - You got it beat now. 633 00:23:54,241 --> 00:23:55,551 - Yeah, I got it beat. 634 00:23:55,586 --> 00:23:57,448 I've been out herefour years strong. 635 00:23:58,896 --> 00:24:00,206 'Cause I promisedmy daughter this time 636 00:24:00,241 --> 00:24:02,000 that I wasn't going back,'cause at the end of the day, 637 00:24:02,034 --> 00:24:03,103 your kids all you got. 638 00:24:03,137 --> 00:24:04,310 - You got that right. - Yeah. 639 00:24:04,344 --> 00:24:06,103 - I've got four kids, actually. 640 00:24:06,137 --> 00:24:07,448 - Oh, yeah? 641 00:24:07,482 --> 00:24:09,793 So now I'm out here just,you know, living my life, 642 00:24:09,827 --> 00:24:12,000 doing what I should have beendoing in the very beginning. 643 00:24:12,034 --> 00:24:14,103 - You're blessed, my friend, because, I mean, 644 00:24:14,137 --> 00:24:17,724 the fact that you completely turned things around, 645 00:24:17,758 --> 00:24:20,379 that is--that's really inspirational. 646 00:24:20,413 --> 00:24:21,689 You're walking the talk. 647 00:24:21,724 --> 00:24:24,482 So from the moment I met Abdul, 648 00:24:24,517 --> 00:24:28,172 you could tell immediately this was a Fridays guy. 649 00:24:28,206 --> 00:24:30,206 I never would have guessed 650 00:24:30,241 --> 00:24:31,793 that he had the story that he had. 651 00:24:31,827 --> 00:24:34,000 He genuinely wants to turn his life around. 652 00:24:34,034 --> 00:24:36,448 Have you ever thought about going into management? 653 00:24:36,482 --> 00:24:38,827 - Uh, to be honestwith you, yeah. 654 00:24:38,862 --> 00:24:40,448 - I mean, if you can run a business 655 00:24:40,482 --> 00:24:42,896 like something like I just saw today, 656 00:24:42,931 --> 00:24:44,758 that's, like, a total redemption story. 657 00:24:44,793 --> 00:24:45,758 - You know,if the opportunity-- 658 00:24:45,793 --> 00:24:47,137 I'ma take it. 659 00:24:47,172 --> 00:24:51,689 - I wanna lead a company that supports people 660 00:24:51,724 --> 00:24:53,413 when they wanna redeem themselves, 661 00:24:53,448 --> 00:24:57,000 and you know, he's certainly that guy, 662 00:24:57,034 --> 00:24:58,000 in my opinion. 663 00:25:05,413 --> 00:25:09,103 So today I'm in Arlington, Texas. 664 00:25:09,137 --> 00:25:10,689 The casual dining industry has been struggling 665 00:25:10,724 --> 00:25:12,724 in the last few years, 666 00:25:12,758 --> 00:25:15,896 and guest counts seem to decline year on year. 667 00:25:17,206 --> 00:25:19,310 So we're doing a lot of things right now 668 00:25:19,344 --> 00:25:23,000 to try and drive traffic back into our restaurants. 669 00:25:23,034 --> 00:25:26,793 So today I am gonna shadow a server named Susana, 670 00:25:26,827 --> 00:25:30,551 and I really hope that by working as a server 671 00:25:30,586 --> 00:25:33,137 all day that I'm gonna gain some more insight, you know, 672 00:25:33,172 --> 00:25:34,793 that could potentially refine our strategy 673 00:25:34,827 --> 00:25:37,172 to keep guest traffic high. 674 00:25:38,758 --> 00:25:40,758 - Hi, welcome to TGI Fridays. How are we doing today? 675 00:25:40,793 --> 00:25:42,068 - I'm here to meet Susana. Is that you? 676 00:25:42,103 --> 00:25:43,275 - Yes, that's me.I go by Suzy, yes. 677 00:25:43,310 --> 00:25:44,172 - That is you? - Yes. 678 00:25:44,206 --> 00:25:44,758 - You're gonna be training me today? 679 00:25:44,793 --> 00:25:45,965 - Yes.Are you excited? 680 00:25:46,000 --> 00:25:47,068 - I'm little nervous, to be honest with you. 681 00:25:47,103 --> 00:25:49,172 - You'll be fine.You'll be fine. 682 00:25:49,206 --> 00:25:50,241 You'll love this job. - I'm in good hands? 683 00:25:50,275 --> 00:25:51,724 - Yes, of course! 684 00:25:51,758 --> 00:25:54,206 So have you ever worked at any type of restaurant? 685 00:25:54,241 --> 00:25:57,103 - Well, no, I've workedfor a small inn 686 00:25:57,137 --> 00:26:00,000 in Mainefor close to 40 years. 687 00:26:00,034 --> 00:26:01,275 - Wow. 688 00:26:01,310 --> 00:26:03,379 - So I know how to, like,prepare food and serve... 689 00:26:03,413 --> 00:26:04,379 - Yeah. - But not like this. 690 00:26:04,413 --> 00:26:05,517 - All right, so first of all, 691 00:26:05,551 --> 00:26:06,793 we're gonna go start with our kitchen. 692 00:26:08,689 --> 00:26:10,137 So you walk in, okay? 693 00:26:10,172 --> 00:26:11,448 So this is our kiosks and stuff 694 00:26:11,482 --> 00:26:13,724 that we use to put in our orders and stuff, 695 00:26:13,758 --> 00:26:15,827 and then we do have our bev station, 696 00:26:15,862 --> 00:26:17,000 which is this one right here. 697 00:26:17,034 --> 00:26:18,620 We always like to keep it very clean. 698 00:26:18,655 --> 00:26:21,724 Make sure all the cups are stacked and the ice is ready. 699 00:26:21,758 --> 00:26:23,965 - And that's our job? - Yes, this is our job. 700 00:26:24,000 --> 00:26:26,482 We have to stack up the ice, stack up the cups. 701 00:26:26,517 --> 00:26:28,620 We also chop our own lemons as well. 702 00:26:28,655 --> 00:26:31,344 - Susana was an absolute whirlwind. 703 00:26:31,379 --> 00:26:33,241 I'd only been in the restaurant a few seconds 704 00:26:33,275 --> 00:26:35,172 before I was getting the complete lowdown 705 00:26:35,206 --> 00:26:37,137 on how to be a server at TGI Fridays. 706 00:26:37,172 --> 00:26:38,689 - Ask me while you go if you have any questions or anything. 707 00:26:38,724 --> 00:26:40,034 - Okay, I will. 708 00:26:40,068 --> 00:26:41,379 - Feel comfortable to ask me any type of questions. 709 00:26:41,413 --> 00:26:43,137 All righty, so we're gonna go right this way, 710 00:26:43,172 --> 00:26:46,034 and then we come back-- right back out to the bar. 711 00:26:50,689 --> 00:26:53,896 - Clearly this is not a busy lunch restaurant. 712 00:26:53,931 --> 00:26:56,344 I knew this restaurant would be a bit quiet at lunch, 713 00:26:56,379 --> 00:26:57,689 but it was-- it was really a shock 714 00:26:57,724 --> 00:26:59,862 to see how empty the restaurant actually was. 715 00:26:59,896 --> 00:27:01,896 When's it normally get busy? 716 00:27:01,931 --> 00:27:03,931 - Usually it gets busy around dinner time. 717 00:27:03,965 --> 00:27:05,034 - Oh, okay. So-- 718 00:27:05,068 --> 00:27:06,344 - Sometimes we dohave a lunch rush 719 00:27:06,379 --> 00:27:08,448 anywhere from 2:00 to 4:00. 720 00:27:08,482 --> 00:27:10,620 Usually what I like to doto bring people in, 721 00:27:10,655 --> 00:27:12,620 I get a couple couponsand go out 722 00:27:12,655 --> 00:27:15,413 and give 'emto any guests that we see. 723 00:27:15,448 --> 00:27:17,103 Try to put 'em in the cars. 724 00:27:17,137 --> 00:27:18,379 That way we can bring people in. 725 00:27:18,413 --> 00:27:19,379 - Really? - To the building. 726 00:27:19,413 --> 00:27:20,517 Yes. 727 00:27:20,551 --> 00:27:21,965 All right, so here are some coupons. 728 00:27:22,000 --> 00:27:23,137 I'm gonna give you half of them. 729 00:27:25,862 --> 00:27:27,827 - And this works when you'vedone it before, huh? 730 00:27:27,862 --> 00:27:28,965 - Yes, yes. 731 00:27:29,000 --> 00:27:30,172 - Just put 'em on the windshield? 732 00:27:30,206 --> 00:27:31,586 - Yeah. - I'll do this one? 733 00:27:31,620 --> 00:27:33,137 Okay. 734 00:27:33,172 --> 00:27:35,482 My guess is she is probably the one that came up with 735 00:27:35,517 --> 00:27:38,068 the idea to go out and put those fliers on cars. 736 00:27:38,103 --> 00:27:41,793 To see an hourly employee take that kind of initiative 737 00:27:41,827 --> 00:27:44,034 to try and drive business into a restaurant, 738 00:27:44,068 --> 00:27:45,827 for me, you know, as the CEO of the company, 739 00:27:45,862 --> 00:27:48,344 I mean, I don't even know what else to say other than wow. 740 00:27:48,379 --> 00:27:49,896 - How 'bout you do that tall one? 741 00:27:49,931 --> 00:27:50,896 - Okay. 742 00:27:50,931 --> 00:27:52,000 'Cause I won't be able to reach. 743 00:27:52,034 --> 00:27:55,379 - All right, I'll put one here. 744 00:27:55,413 --> 00:27:56,379 - Great. 745 00:27:56,413 --> 00:27:57,689 - So when you do this by yourself, 746 00:27:57,724 --> 00:27:59,551 no pickup trucks get any fliers. 747 00:27:59,586 --> 00:28:01,241 Is that how that works? 748 00:28:01,275 --> 00:28:02,586 Yes. 749 00:28:02,620 --> 00:28:05,000 - We have some dynamite team members here. 750 00:28:05,034 --> 00:28:08,172 They're counting on us to make a living. 751 00:28:08,206 --> 00:28:10,965 What I would like to do coming out of here 752 00:28:11,000 --> 00:28:14,034 is challenge our marketing department to come up with 753 00:28:14,068 --> 00:28:16,655 creative ways to get in there and see 754 00:28:16,689 --> 00:28:18,482 if we can't drive some traffic here at lunch. 755 00:28:18,517 --> 00:28:19,862 So you usually work lunch? 756 00:28:19,896 --> 00:28:21,758 - Yes because I have to watch my nephew. 757 00:28:21,793 --> 00:28:25,620 My sisters work nights, so we have to alternate. 758 00:28:25,655 --> 00:28:27,034 That's why I love working at Fridays, 759 00:28:27,068 --> 00:28:28,862 because they actually work with my schedule. 760 00:28:28,896 --> 00:28:31,724 - So it's you and your sisters,and your parents aren't here? 761 00:28:31,758 --> 00:28:35,862 - No, and I kind of had to take over and be the "parent." 762 00:28:35,896 --> 00:28:37,551 - Are you the oldest of your sisters? 763 00:28:37,586 --> 00:28:40,103 - Yes, so there's always a lot of pressure on me 764 00:28:40,137 --> 00:28:43,000 to have enough money to pay bills. 765 00:28:43,034 --> 00:28:45,620 - To think that Susana's younger than some of my kids 766 00:28:45,655 --> 00:28:47,206 and has all that responsibility 767 00:28:47,241 --> 00:28:50,103 on her shoulders, it's a lot for her to have taken on. 768 00:28:50,137 --> 00:28:51,241 - Yeah, I'm hoping to go to college. 769 00:28:51,275 --> 00:28:52,551 Trying to get my life back on track. 770 00:28:52,586 --> 00:28:53,586 - What do you wanna study? 771 00:28:53,620 --> 00:28:54,724 - Dental hygienist. 772 00:28:54,758 --> 00:28:56,000 - Get out of here. 773 00:28:56,034 --> 00:28:57,413 - I'm fascinated with teeth. 774 00:28:57,448 --> 00:28:59,103 - Tell me about the one-year-old. 775 00:28:59,137 --> 00:29:00,862 - I'm so in love with him. 776 00:29:00,896 --> 00:29:04,724 Me basically watching himgrow every day keeps me happy. 777 00:29:04,758 --> 00:29:06,241 You wanna meet him? - Is that possible? 778 00:29:06,275 --> 00:29:07,620 - Yeah, of course! - Okay. 779 00:29:07,655 --> 00:29:09,137 - You're gonna fallin love with him too. 780 00:29:09,172 --> 00:29:11,068 - I'm sure I-- it sounds like I will. 781 00:29:11,103 --> 00:29:12,586 All right. - All right. 782 00:29:13,793 --> 00:29:15,275 We gotta go punch out? 783 00:29:19,275 --> 00:29:20,931 - All right, come on in. - Thank you. 784 00:29:20,965 --> 00:29:22,586 - Jacqueline, Leslie, come meet Keith. 785 00:29:22,620 --> 00:29:24,241 He's gonna be eating dinner with us today. 786 00:29:24,275 --> 00:29:25,275 - Hello. - Oh, fantastic. 787 00:29:25,310 --> 00:29:26,379 - Hi. - Hi, everyone. 788 00:29:26,413 --> 00:29:27,379 - Nice to meet you. - How are you? 789 00:29:27,413 --> 00:29:28,551 - Hi, I'm Ray. - I'm Jacqueline. 790 00:29:28,586 --> 00:29:29,551 - Oh. 791 00:29:30,586 --> 00:29:32,344 I cannot believe... 792 00:29:32,379 --> 00:29:34,517 that I just called myself Ray in that room. 793 00:29:37,068 --> 00:29:38,931 Maybe with all that stuff that was happening, 794 00:29:38,965 --> 00:29:41,413 it might have slipped through, but, for me, 795 00:29:41,448 --> 00:29:43,241 it was a moment of absolute terror. 796 00:29:54,034 --> 00:29:56,793 - Jacqueline, Leslie, come meet Keith. 797 00:29:56,827 --> 00:29:57,896 - Hi, I'm Ray. - I'm Jacqueline. 798 00:29:57,931 --> 00:29:59,689 - Oh. 799 00:29:59,724 --> 00:30:01,689 I cannot believe... 800 00:30:01,724 --> 00:30:04,241 that I just called myself Ray in that room. 801 00:30:04,275 --> 00:30:06,517 It was a moment of absolute terror. 802 00:30:06,551 --> 00:30:08,793 - This is KJ. Hi. 803 00:30:08,827 --> 00:30:10,344 - KJ. - Say hi. 804 00:30:10,379 --> 00:30:11,931 - How are you? 805 00:30:13,413 --> 00:30:15,103 - All righty, so food's almost ready. 806 00:30:15,137 --> 00:30:16,103 You wanna go ahead and take a seat? 807 00:30:16,137 --> 00:30:17,103 - I'll be happy to. 808 00:30:19,379 --> 00:30:21,413 Hey, KJ, is it okay if I sit next to you? 809 00:30:21,448 --> 00:30:24,241 - Bah, bah, bah, bah, bah, bah, bah. 810 00:30:24,275 --> 00:30:25,689 - He's ready to eat. - I'll take that as a yes. 811 00:30:28,827 --> 00:30:31,206 Here we go. - Thank you so much. 812 00:30:31,241 --> 00:30:32,655 - It's pretty hot. - It's great. 813 00:30:35,172 --> 00:30:37,620 I know what Suzy does. How about y'all? 814 00:30:37,655 --> 00:30:38,931 - I work at a fast food restaurant. 815 00:30:38,965 --> 00:30:41,034 I work through drive-through overnight. 816 00:30:41,068 --> 00:30:43,103 - I'm a server; that's my job for now 817 00:30:43,137 --> 00:30:44,551 until I go back to school, 818 00:30:44,586 --> 00:30:46,482 but my paychecks come out to zero dollars, so-- 819 00:30:46,517 --> 00:30:48,379 - It's all about the tips. - Yeah. 820 00:30:48,413 --> 00:30:50,965 - What are you studying? - Dental hygienist. 821 00:30:51,000 --> 00:30:53,758 - Fantastic, a family full of hygienists 822 00:30:53,793 --> 00:30:55,655 in the making, it sounds like. 823 00:30:55,689 --> 00:30:56,965 Well, that's great. 824 00:30:57,000 --> 00:30:58,172 I don't know how you do it. 825 00:30:58,206 --> 00:31:00,241 So Suzy was telling meyou guys work as a team. 826 00:31:00,275 --> 00:31:02,931 - Yeah, our schedulesusually--if she's not at work, 827 00:31:02,965 --> 00:31:04,206 she'll be taking care of him. 828 00:31:04,241 --> 00:31:06,620 I'm at work, one, like--they'll be switching it up. 829 00:31:06,655 --> 00:31:09,172 - We take turns, basically. - Yeah, basically. 830 00:31:09,206 --> 00:31:12,586 - I just don't wanna put him in daycare till he starts talking. 831 00:31:12,620 --> 00:31:14,482 - Mm-hmm,and daycare's expensive too. 832 00:31:14,517 --> 00:31:16,172 - That's smart. 833 00:31:16,206 --> 00:31:19,241 The love of family in that room was fantastic. 834 00:31:19,275 --> 00:31:22,000 And the fact that they pull together like that 835 00:31:22,034 --> 00:31:26,379 to raise this child is really uplifting. 836 00:31:26,413 --> 00:31:28,862 Susana, thank you so much for inviting me over here. 837 00:31:28,896 --> 00:31:30,137 - You're very welcome. 838 00:31:30,172 --> 00:31:31,793 - Serving me a meal, this is lovely. 839 00:31:31,827 --> 00:31:35,103 Hearing, you know, Susana's story about being able to work 840 00:31:35,137 --> 00:31:37,689 her schedule around her nephew... 841 00:31:37,724 --> 00:31:38,965 I love hearing that. 842 00:31:39,000 --> 00:31:40,206 - Uh. 843 00:31:40,241 --> 00:31:41,206 - Yeah. 844 00:31:41,241 --> 00:31:43,310 - Say buh-bye. Say bye. 845 00:31:43,344 --> 00:31:44,344 - Bye. 846 00:31:45,413 --> 00:31:48,034 In order to keep someone like Susana around-- 847 00:31:48,068 --> 00:31:50,931 she doesn't have the option of working at night, 848 00:31:50,965 --> 00:31:53,586 so we've gotta drive traffic at lunch in this restaurant. 849 00:32:01,344 --> 00:32:03,965 What a crazy ride this has been. 850 00:32:04,000 --> 00:32:07,379 I've had a blast going undercover in my restaurants. 851 00:32:07,413 --> 00:32:09,413 I've learned a lot about what I need to change 852 00:32:09,448 --> 00:32:12,724 in our system to make Fridays stronger for the future, 853 00:32:12,758 --> 00:32:16,275 and now I get to go change some people's lives. 854 00:32:21,172 --> 00:32:23,379 I'm about to reveal my true identity 855 00:32:23,413 --> 00:32:25,965 to the people I've worked with this week, 856 00:32:26,000 --> 00:32:28,413 and I've asked everyone to meet me one last time. 857 00:32:28,448 --> 00:32:30,034 - Good morning. - How are you? 858 00:32:30,068 --> 00:32:32,000 What's, like, going on? What are you doing today? 859 00:32:32,034 --> 00:32:33,586 - I don't even knowwhat's going on today. 860 00:32:33,620 --> 00:32:35,379 I have no idea.I'm clueless. 861 00:32:35,413 --> 00:32:37,137 - They think they're coming to be interviewed 862 00:32:37,172 --> 00:32:40,172 about their time spent with Keith. 863 00:32:40,206 --> 00:32:44,241 They have no idea it's really "Undercover Boss" 864 00:32:58,206 --> 00:32:59,655 - Hi, Brittney. 865 00:32:59,689 --> 00:33:00,827 How are you? 866 00:33:00,862 --> 00:33:02,724 - You remember me? - I do remember you. 867 00:33:02,758 --> 00:33:04,137 - Recognize me? 868 00:33:06,034 --> 00:33:07,000 - Keith? 869 00:33:07,034 --> 00:33:08,551 - Kinda. 870 00:33:08,586 --> 00:33:10,551 - Yes, that's you, huh? 871 00:33:10,586 --> 00:33:13,172 - Nice to see you again. - Oh, wow. 872 00:33:13,206 --> 00:33:15,310 - Hey, Keith. 873 00:33:15,344 --> 00:33:17,310 - You recognize me? - Yeah, man. 874 00:33:17,344 --> 00:33:19,206 - I'm actually not Keith. 875 00:33:19,241 --> 00:33:20,310 I'm Ray Blanchette. 876 00:33:20,344 --> 00:33:22,379 I'm the CEO of TGI Fridays. 877 00:33:22,413 --> 00:33:23,965 - Oh, my gosh. 878 00:33:24,000 --> 00:33:25,379 - Wow. 879 00:33:26,448 --> 00:33:28,241 - Nah, man. There we go, man. 880 00:33:28,275 --> 00:33:30,413 - Are you serious? - I am serious. 881 00:33:30,448 --> 00:33:32,034 - Wow. 882 00:33:33,655 --> 00:33:34,965 announcer: Coming up... 883 00:33:35,000 --> 00:33:36,068 - Wow. 884 00:33:36,103 --> 00:33:37,068 announcer: The boss delivers 885 00:33:37,103 --> 00:33:38,586 life-changing news. 886 00:33:38,620 --> 00:33:40,379 - Oh, my God. 887 00:33:40,413 --> 00:33:42,827 - I'm so excited. Thank you so much. 888 00:33:42,862 --> 00:33:45,241 - I'm a little bit overwhelmed right now. 889 00:33:55,931 --> 00:33:59,034 - Abdul, I was blown awayby our day together. 890 00:33:59,068 --> 00:34:00,655 Your pace, intensity, 891 00:34:00,689 --> 00:34:02,758 the way you're kind ofdriving that kitchen. 892 00:34:02,793 --> 00:34:05,655 - My heart in that thing, man. - I know it is. 893 00:34:05,689 --> 00:34:07,655 I know you still take careof your mother. 894 00:34:07,689 --> 00:34:08,965 - Yeah. 895 00:34:09,000 --> 00:34:10,620 - You know, I know you gotyour daughter in school. 896 00:34:10,655 --> 00:34:12,206 You got a lot going on. 897 00:34:12,241 --> 00:34:14,827 I'm gonna kind of put my moneywhere my mouth is here. 898 00:34:14,862 --> 00:34:17,620 We wanna give youa check for $25,000. 899 00:34:17,655 --> 00:34:19,413 - Wow. 900 00:34:19,448 --> 00:34:21,068 - Just to give yousome peace of mind. 901 00:34:21,103 --> 00:34:22,724 - That's the best thing ever right now. 902 00:34:22,758 --> 00:34:24,862 - How do you feel? - I feel great. 903 00:34:24,896 --> 00:34:27,172 - You told meyou spent time in prison. 904 00:34:27,206 --> 00:34:29,000 - Yes. 905 00:34:29,034 --> 00:34:30,827 Right now, like, I feel blessed 906 00:34:30,862 --> 00:34:32,793 because I'm able to turn my life around. 907 00:34:32,827 --> 00:34:34,931 - And I want you to remember 908 00:34:34,965 --> 00:34:36,793 that, I mean,we believe in you. 909 00:34:36,827 --> 00:34:39,172 - Thank you. 910 00:34:39,206 --> 00:34:42,206 - We are promoting youto manager immediately. 911 00:34:44,241 --> 00:34:46,137 It's gonna comewith a massive pay raise. 912 00:34:46,172 --> 00:34:47,758 - Wow. I ain't gonna let you down. 913 00:34:47,793 --> 00:34:50,965 - I can't wait to see you,first, run your own kitchen, 914 00:34:51,000 --> 00:34:53,206 and then run your own Fridaysas general manager. 915 00:34:54,379 --> 00:34:56,551 - I became CEO startingas kitchen manager. 916 00:34:56,586 --> 00:34:57,551 - Wow. 917 00:34:57,586 --> 00:34:58,482 - All right, you can goas far as you wanna go 918 00:34:58,517 --> 00:35:00,034 in this company. - Thank you. 919 00:35:00,068 --> 00:35:01,586 - You've redeemed yourself,right? 920 00:35:01,620 --> 00:35:03,586 You found a new path,and it's all on you. 921 00:35:03,620 --> 00:35:06,034 You did this, you know.You've earned... 922 00:35:06,068 --> 00:35:07,931 We're not giving youanything here. 923 00:35:07,965 --> 00:35:09,655 - I'm glad to be part of the team. 924 00:35:09,689 --> 00:35:11,827 I feel crazy, shocked. 925 00:35:11,862 --> 00:35:14,000 I appreciate this opportunity right here. 926 00:35:14,034 --> 00:35:15,448 I'ma knock it out the box. 927 00:35:16,758 --> 00:35:19,034 - Michelle, when I firstmet you in the restaurant, 928 00:35:19,068 --> 00:35:20,551 I was really impressed. 929 00:35:20,586 --> 00:35:22,068 I mean, you havea great presence. 930 00:35:22,103 --> 00:35:25,275 Problem was, it waspretty chaotic in there. 931 00:35:25,310 --> 00:35:26,275 - Very. 932 00:35:26,310 --> 00:35:29,551 - It was hectic, disorganized, 933 00:35:29,586 --> 00:35:31,724 so we have a few issues. 934 00:35:31,758 --> 00:35:35,517 So one of the first thingsI wanna do to support you-- 935 00:35:35,551 --> 00:35:38,517 I'm gonna senda quality assurance team 936 00:35:38,551 --> 00:35:41,103 into the restaurantand bring the standard up 937 00:35:41,137 --> 00:35:44,758 to TGI Fridays standards,and they're gonna help you 938 00:35:44,793 --> 00:35:47,551 with staffing,and then once that's done, 939 00:35:47,586 --> 00:35:48,620 I'm gonna look to you 940 00:35:48,655 --> 00:35:50,793 and your fellow managersto maintain it. 941 00:35:50,827 --> 00:35:51,862 Do you thinkyou could do that? 942 00:35:51,896 --> 00:35:53,275 - Of course. - How's that sound? 943 00:35:53,310 --> 00:35:54,896 - I would love to have that. - You'd love to have that? 944 00:35:54,931 --> 00:35:56,931 - Yes, I always feel like we need a lot 945 00:35:56,965 --> 00:35:58,586 more support than we have. - Right. 946 00:35:58,620 --> 00:36:00,344 - That will definitely be great. 947 00:36:00,379 --> 00:36:01,586 - Well, carefulwhat you ask for, Michelle, 948 00:36:01,620 --> 00:36:03,000 'cause you got plentyof help coming now. 949 00:36:03,034 --> 00:36:05,206 - I'm ready. - All right. 950 00:36:05,241 --> 00:36:08,206 Michelle, you recentlyhad a death in the family. 951 00:36:09,275 --> 00:36:11,793 - Yes, last Wednesday, my mom. 952 00:36:11,827 --> 00:36:15,137 - Losing a family memberis not just a personal loss, 953 00:36:15,172 --> 00:36:18,275 but there tends to befinancial obligations as well. 954 00:36:18,310 --> 00:36:19,517 - Sure is. 955 00:36:19,551 --> 00:36:21,724 - And I want you to knowthat we're in your corner, 956 00:36:21,758 --> 00:36:25,517 and we're on your teamas part of the Fridays family. 957 00:36:25,551 --> 00:36:26,517 - Thank you. 958 00:36:26,551 --> 00:36:29,275 - So I'd liketo give you $10,000... 959 00:36:31,034 --> 00:36:33,655 To help personallywith your family. 960 00:36:33,689 --> 00:36:35,689 - Oh, my God. 961 00:36:35,724 --> 00:36:37,724 Thank you so much. 962 00:36:37,758 --> 00:36:39,379 Thank you so-- 963 00:36:39,413 --> 00:36:43,275 I never thought this would ever happen to me. 964 00:36:43,310 --> 00:36:45,965 - What I also noticed--you work a lot. 965 00:36:47,793 --> 00:36:49,482 And you seemeda little bit tired, 966 00:36:49,517 --> 00:36:52,068 so I wanna give youanother $10,000, 967 00:36:52,103 --> 00:36:54,344 and perhaps you can usethat to take a holiday? 968 00:36:55,724 --> 00:36:58,827 How's that sound? - Oh, that is great. 969 00:36:58,862 --> 00:37:01,862 One of my dreams is for me to take her ashes 970 00:37:01,896 --> 00:37:04,172 back to Belize and pour it in the ocean. 971 00:37:04,206 --> 00:37:05,620 - Oh, that's beautiful. 972 00:37:05,655 --> 00:37:07,379 - So that will be the greatest help 973 00:37:07,413 --> 00:37:08,655 you can ever give me. 974 00:37:08,689 --> 00:37:10,137 Thank you so much. 975 00:37:10,172 --> 00:37:12,965 - I want you to keep growin'... - Thank you so much. 976 00:37:13,000 --> 00:37:14,206 - In the company. 977 00:37:14,241 --> 00:37:16,620 - Oh, my gosh, I am so grateful for this. 978 00:37:16,655 --> 00:37:17,862 You don't know. 979 00:37:17,896 --> 00:37:20,793 Right now, I am so overwhelmed. 980 00:37:21,517 --> 00:37:24,517 - Brittney, beingin this business for 30 years, 981 00:37:24,551 --> 00:37:27,689 I think I'm pretty hardto surprise, 982 00:37:27,724 --> 00:37:31,827 but you shared a story with methat completely surprised me 983 00:37:31,862 --> 00:37:35,000 and told me that you werean addict for quite some time. 984 00:37:35,034 --> 00:37:36,413 - Yeah. 985 00:37:36,448 --> 00:37:38,344 My entire life changed because Fridays gave me 986 00:37:38,379 --> 00:37:42,172 the opportunity to be something different. 987 00:37:42,206 --> 00:37:45,965 - I'm relieved to hear thatFridays was the kind of place 988 00:37:46,000 --> 00:37:48,034 that gave youthat second chance. 989 00:37:48,068 --> 00:37:49,758 - It was like a family. - Right. 990 00:37:49,793 --> 00:37:54,241 Well, and that's exactlywhat I want it to be. 991 00:37:54,275 --> 00:37:56,034 You like the fact that Fridaysis an global brand. 992 00:37:56,068 --> 00:37:57,275 - Mm-hmm. 993 00:37:57,310 --> 00:38:00,758 - And that you had someinternational aspirations. 994 00:38:02,172 --> 00:38:03,655 - I love traveling. 995 00:38:03,689 --> 00:38:06,275 I love seeing new things, so I've always wanted to go 996 00:38:06,310 --> 00:38:08,413 to a different store, different location. 997 00:38:08,448 --> 00:38:11,310 - I called the presidentof international, John Neitzel, 998 00:38:11,344 --> 00:38:14,724 and I think we've founda pretty cool opportunity. 999 00:38:14,758 --> 00:38:17,068 So we're opening a brand-newrestaurant in Istanbul. 1000 00:38:17,103 --> 00:38:20,724 We'll invest about $25,000to get you to go out 1001 00:38:20,758 --> 00:38:23,551 as a bartenderand manager trainer 1002 00:38:23,586 --> 00:38:25,137 and have the internationalexperience. 1003 00:38:25,172 --> 00:38:26,413 - Thank you so much. 1004 00:38:27,551 --> 00:38:29,689 - Thank you. I'm so excited. 1005 00:38:29,724 --> 00:38:31,482 Thank you so much. - Sound like fun? 1006 00:38:31,517 --> 00:38:32,896 - Yes, it sounds awesome. 1007 00:38:32,931 --> 00:38:34,103 - I will warn you, 1008 00:38:34,137 --> 00:38:35,379 you're gonna workyour butt off. 1009 00:38:35,413 --> 00:38:36,758 - Oh, I'm okay with that. 1010 00:38:36,793 --> 00:38:38,793 - We just wanna give youthis experience 1011 00:38:38,827 --> 00:38:40,758 because you'rean inspiration, 1012 00:38:40,793 --> 00:38:42,827 and I want something goodto happen for you. 1013 00:38:43,862 --> 00:38:45,620 So what I'd like to doin addition 1014 00:38:45,655 --> 00:38:47,241 to your trip to Turkey, 1015 00:38:47,275 --> 00:38:49,827 I also wanna give you$25,000 cash. 1016 00:38:51,344 --> 00:38:53,068 - Thank you so much. 1017 00:38:53,103 --> 00:38:54,413 - How's that gonna help you? 1018 00:38:54,448 --> 00:38:56,137 - It's gonna make every difference. 1019 00:38:56,172 --> 00:38:57,896 You have no idea. 1020 00:38:57,931 --> 00:38:59,448 - I hope it gives youa little less stress 1021 00:38:59,482 --> 00:39:02,448 in your personal life,so you can just focus on you. 1022 00:39:02,482 --> 00:39:04,379 - Thank you so much. Thank you. 1023 00:39:04,413 --> 00:39:06,482 I am completely in shock right now. 1024 00:39:06,517 --> 00:39:08,206 This is just gonna make everything 1025 00:39:08,241 --> 00:39:09,758 completely different for me. 1026 00:39:09,793 --> 00:39:12,758 I'm gonna have things that I've been working so hard for 1027 00:39:12,793 --> 00:39:14,068 for so long. 1028 00:39:14,103 --> 00:39:16,862 Everything's finally coming together. 1029 00:39:16,896 --> 00:39:21,310 - Susana, thank you so much forspending all that time with me. 1030 00:39:21,344 --> 00:39:22,724 I really enjoyed it. 1031 00:39:22,758 --> 00:39:25,655 I mean, your energy,it was uplifting, 1032 00:39:25,689 --> 00:39:27,655 and it was apparentto me that you've 1033 00:39:27,689 --> 00:39:29,344 got a lot of responsibilityat home. 1034 00:39:30,689 --> 00:39:33,689 You literally wentfrom being a child yourself 1035 00:39:33,724 --> 00:39:36,482 to the matriarch of your familyovernight. 1036 00:39:36,517 --> 00:39:39,586 - It's hard to raise my two sisters 1037 00:39:39,620 --> 00:39:41,689 and my nephew at the same time, 1038 00:39:41,724 --> 00:39:44,275 having to manage work and, really, 1039 00:39:44,310 --> 00:39:46,310 to have a budget on everything we do. 1040 00:39:46,344 --> 00:39:48,517 - You know, one of the thingsthat I'd like to be able to do 1041 00:39:48,551 --> 00:39:54,172 for you is give you$10,000 to pay for childcare. 1042 00:39:54,206 --> 00:39:55,448 - Really? - Yeah. 1043 00:39:55,482 --> 00:39:56,827 - Oh, my God. 1044 00:39:58,310 --> 00:40:00,206 - Tryin' to hold back the tears a little bit, you know? 1045 00:40:00,241 --> 00:40:02,275 It's kinda hard. 1046 00:40:02,310 --> 00:40:03,827 - Listen, you've got a tonon your shoulders. 1047 00:40:03,862 --> 00:40:05,241 - Thank you so much. 1048 00:40:05,275 --> 00:40:07,034 You know, it's really hard 'cause, you know, 1049 00:40:07,068 --> 00:40:08,586 a lot of pressure. 1050 00:40:08,620 --> 00:40:10,000 The possibility of losing the apartment 1051 00:40:10,034 --> 00:40:11,517 where we're living at now 1052 00:40:11,551 --> 00:40:12,793 is very stressful for me. 1053 00:40:12,827 --> 00:40:14,275 It's hard. 1054 00:40:15,689 --> 00:40:18,379 - I can't imagine the pressurethat you find yourself under 1055 00:40:18,413 --> 00:40:19,896 day to day, week to week. 1056 00:40:19,931 --> 00:40:21,655 I think I'm gonna be ableto help you with that. 1057 00:40:21,689 --> 00:40:24,206 I also wanna pay your rentfor the next year. 1058 00:40:25,793 --> 00:40:27,000 So for the next year, 1059 00:40:27,034 --> 00:40:29,758 you're not gonna have to thinkabout rent one time. 1060 00:40:29,793 --> 00:40:32,275 - Sorry. 1061 00:40:32,310 --> 00:40:34,068 It's really hard for me, you know. 1062 00:40:34,103 --> 00:40:37,724 I'm just overwhelmed because I haven't had anybody, 1063 00:40:37,758 --> 00:40:42,137 you know, to help me the way that you're gonna help me. 1064 00:40:42,172 --> 00:40:43,310 Sorry. 1065 00:40:43,344 --> 00:40:44,862 - No, look at me. 1066 00:40:46,172 --> 00:40:47,206 It's definitely gonna take 1067 00:40:47,241 --> 00:40:48,827 a lot of stress off of my shoulders, 1068 00:40:48,862 --> 00:40:51,034 and I hope I get to feel like I have a life, 1069 00:40:51,068 --> 00:40:54,172 because I feel like I don't, you know. 1070 00:40:54,206 --> 00:40:56,448 Sometimes I feel trapped. 1071 00:40:56,482 --> 00:40:58,103 - I want you to knowthat you're not on your own, 1072 00:40:58,137 --> 00:40:59,931 so there's one more thingthat I'd like to do for you. 1073 00:40:59,965 --> 00:41:01,034 - Okay. 1074 00:41:01,068 --> 00:41:03,068 - We're gonna give you another check 1075 00:41:03,103 --> 00:41:05,551 for $30,000. 1076 00:41:05,586 --> 00:41:07,413 - Are you serious? - I'm serious. 1077 00:41:07,448 --> 00:41:10,172 And I want you to haveno pressure. 1078 00:41:10,206 --> 00:41:12,413 - Wow. - I want you to enjoy yourself 1079 00:41:12,448 --> 00:41:13,655 and keep doingwhat you're doing, 1080 00:41:13,689 --> 00:41:15,103 'cause it's really beautiful. 1081 00:41:15,137 --> 00:41:17,241 - Whew. - It's okay. 1082 00:41:17,275 --> 00:41:18,827 - I'm a little bit overwhelmed right now. 1083 00:41:18,862 --> 00:41:20,000 I'm definitely gonna try 1084 00:41:20,034 --> 00:41:21,586 to get back into school with that money. 1085 00:41:21,620 --> 00:41:23,034 - I hope so. - I want to. 1086 00:41:23,068 --> 00:41:25,620 I want to be able to give my sisters a better future. 1087 00:41:25,655 --> 00:41:26,862 - Wow. - Thank you for helping me 1088 00:41:26,896 --> 00:41:27,965 with that. 1089 00:41:28,000 --> 00:41:29,172 - Thank you so much. - Thank you. 1090 00:41:29,206 --> 00:41:30,413 Give you a big hug. - Yeah. 1091 00:41:30,448 --> 00:41:31,586 - Thank you. 1092 00:41:31,620 --> 00:41:34,310 I'm still in shock more than anything. 1093 00:41:34,344 --> 00:41:36,758 I feel like I can breathe now. 1094 00:41:38,275 --> 00:41:40,586 - Having grown up in TGI Fridays, 1095 00:41:40,620 --> 00:41:43,758 it's always had a really special place in my heart, 1096 00:41:43,793 --> 00:41:46,034 and being undercover like that 1097 00:41:46,068 --> 00:41:48,137 was really unique. 1098 00:41:48,172 --> 00:41:50,034 There are definitely things I want to change. 1099 00:41:50,068 --> 00:41:52,586 I want to immediately improve our training, 1100 00:41:52,620 --> 00:41:55,344 our communication and support for our restaurants, 1101 00:41:55,379 --> 00:41:57,275 as they're the beating heart of this company. 1102 00:41:57,310 --> 00:41:59,827 We say that people of all stripes unite. 1103 00:41:59,862 --> 00:42:01,586 I'm proud of us for being a place 1104 00:42:01,620 --> 00:42:03,379 that gives people a second chance. 1105 00:42:03,413 --> 00:42:05,172 I want to run a company that does that. 1106 00:42:05,206 --> 00:42:08,137 When we fix these issues that I've been able to uncover, 1107 00:42:08,172 --> 00:42:09,551 I'm sure we're gonna move forward 1108 00:42:09,586 --> 00:42:11,448 as a much stronger team.