1 00:00:11,804 --> 00:00:14,393 male announcer: More than 100 of America's biggest bosses... 2 00:00:14,428 --> 00:00:16,257 - I just hope I can keep up with the guys. 3 00:00:16,292 --> 00:00:18,501 announcer: Have gone undercover 4 00:00:18,535 --> 00:00:19,743 in their own companies. 5 00:00:19,778 --> 00:00:22,608 - That wasn't as easy as it looks. 6 00:00:22,643 --> 00:00:24,265 - Here we go! - Lift me up! 7 00:00:24,300 --> 00:00:25,991 - I'm about to just flip out here. 8 00:00:26,026 --> 00:00:28,442 - I would almost swear you look like somebody else. 9 00:00:28,476 --> 00:00:29,615 - Right here, right now, 10 00:00:29,650 --> 00:00:31,445 we're gonna shut the restaurant down. 11 00:00:31,479 --> 00:00:33,550 announcer: More than $20 million 12 00:00:33,585 --> 00:00:34,965 have been awarded to employees. 13 00:00:35,000 --> 00:00:37,554 - I'll write up a check for $250,000. 14 00:00:37,589 --> 00:00:38,728 - Oh, my God. 15 00:00:38,762 --> 00:00:39,832 announcer: And millions of lives... 16 00:00:39,867 --> 00:00:40,868 - I'm gonna pay off the mortgage. 17 00:00:40,902 --> 00:00:42,214 announcer: Changed forever. 18 00:00:42,249 --> 00:00:43,733 - For real? - This is real. 19 00:00:43,767 --> 00:00:47,599 The greatest reward is to see people live their dream. 20 00:00:47,633 --> 00:00:48,634 - That's a life changer. 21 00:00:48,669 --> 00:00:51,465 [dramatic music] 22 00:00:51,499 --> 00:00:52,638 announcer: This season... 23 00:00:52,673 --> 00:00:54,468 - Oh, that's pretty cold. 24 00:00:54,502 --> 00:00:55,710 announcer: The most incredible... 25 00:00:55,745 --> 00:00:57,436 - We just got an emergency response. 26 00:00:57,471 --> 00:00:58,713 - Let's rumble! 27 00:00:58,748 --> 00:01:00,336 [employees cheering and pounding] 28 00:01:00,370 --> 00:01:02,648 announcer: Surprising... - [gasps] 29 00:01:02,683 --> 00:01:04,236 - Oh, my God. 30 00:01:04,271 --> 00:01:05,893 - I'm Drew Brees. - My God. 31 00:01:05,927 --> 00:01:07,205 announcer: And challenging journeys... 32 00:01:07,239 --> 00:01:08,689 - [screams] announcer: So far. 33 00:01:08,723 --> 00:01:10,346 - Report of a building on fire. 34 00:01:10,380 --> 00:01:11,692 - Blech. - Uh-uh, no, no, no, no, 35 00:01:11,726 --> 00:01:12,727 no, no, no, no, no, no. 36 00:01:14,108 --> 00:01:15,420 - Coming up! 37 00:01:15,454 --> 00:01:17,180 - Let's talk about getting you out of this system. 38 00:01:17,215 --> 00:01:21,736 ♪ 39 00:01:21,771 --> 00:01:23,013 announcer: Tonight... 40 00:01:23,048 --> 00:01:24,774 - I've loved Dippin' Dots, like, all my life. 41 00:01:24,808 --> 00:01:27,052 - After saving iconic ice-cream brand Dippin' Dots 42 00:01:27,087 --> 00:01:28,812 from the brink of bankruptcy, 43 00:01:28,847 --> 00:01:31,746 the boss is infiltrating his workforce -- 44 00:01:31,781 --> 00:01:33,679 - This is Brad. He's going to be new to the team. 45 00:01:33,714 --> 00:01:35,129 - Hey, guys. - To find out 46 00:01:35,164 --> 00:01:38,098 if his expanding empire has the manpower to cope. 47 00:01:38,132 --> 00:01:40,514 - Several hundred thousands of dollars in ice cream. 48 00:01:40,548 --> 00:01:42,032 - Going down the drain. - Yep. 49 00:01:42,067 --> 00:01:44,828 - When the big boss of Dippin' Dots go undercover-- 50 00:01:44,863 --> 00:01:46,520 - So Brad, I'm going to step in and remove you. 51 00:01:46,554 --> 00:01:47,935 Just have to try and go a little faster. 52 00:01:47,969 --> 00:01:49,316 - Go a little faster. - Will he be cool 53 00:01:49,350 --> 00:01:50,662 with what he finds out? 54 00:01:50,696 --> 00:01:52,146 - There's fog everywhere. 55 00:01:52,181 --> 00:01:54,252 I can barely see one to two feet in front of me. 56 00:01:54,286 --> 00:01:55,908 - Do you ever get any complaints on pricing? 57 00:01:55,943 --> 00:01:57,047 - Yeah. - How much is it? 58 00:01:57,082 --> 00:02:00,085 - $5.25 - Y'all are expensive here. 59 00:02:00,120 --> 00:02:01,845 - Will it be too much to take? 60 00:02:01,880 --> 00:02:03,157 - What are the wages like here? 61 00:02:03,192 --> 00:02:04,676 - For me, it was pretty poor. 62 00:02:06,126 --> 00:02:07,886 - And will his eagle-eyed staff 63 00:02:07,920 --> 00:02:09,577 see through his disguise? 64 00:02:09,612 --> 00:02:11,131 - How do I look? - Um-- 65 00:02:11,165 --> 00:02:14,789 - Well, his face looks just like the CEO of our company. 66 00:02:14,824 --> 00:02:18,517 - All this next on "Undercover Boss." 67 00:02:18,552 --> 00:02:21,520 [upbeat music] 68 00:02:21,555 --> 00:02:27,354 ♪ 69 00:02:27,388 --> 00:02:28,907 - My name is Scott Fischer, and I'm the CEO 70 00:02:28,941 --> 00:02:30,840 of Dippin' Dots. 71 00:02:30,874 --> 00:02:33,360 I live a lot in this jet. I travel a lot. 72 00:02:33,394 --> 00:02:35,741 In my job on this plane is a pretty far throw 73 00:02:35,776 --> 00:02:37,950 from being on the front line of production. 74 00:02:40,367 --> 00:02:43,542 I love having Dippin' Dots on my business card. 75 00:02:43,577 --> 00:02:46,373 I feel that being the CEO of Dippin' Dots 76 00:02:46,407 --> 00:02:48,375 makes kids around the world love me. 77 00:02:48,409 --> 00:02:49,652 [laughter] 78 00:02:50,722 --> 00:02:52,896 ♪ 79 00:02:52,931 --> 00:02:55,416 announcer: Headquartered in Paducah, Kentucky, 80 00:02:55,451 --> 00:02:58,419 Dippin' Dots is a well-loved American brand 81 00:02:58,454 --> 00:03:02,009 that sells cryogenically frozen beads of ice cream 82 00:03:02,043 --> 00:03:04,874 in amusement parks, malls and supermarkets, 83 00:03:04,908 --> 00:03:10,120 and they scoop a whopping 146 billion dots every year. 84 00:03:14,539 --> 00:03:16,299 - Thirty years ago, Dippin' Dots changed the way 85 00:03:16,334 --> 00:03:18,405 the world thinks of ice cream. 86 00:03:18,439 --> 00:03:19,958 It's a story that I love. 87 00:03:19,992 --> 00:03:21,235 The founder, Curt Jones, 88 00:03:21,270 --> 00:03:23,927 he was a phenomenal microbiologist. 89 00:03:23,962 --> 00:03:26,585 He created this project in his garage, 90 00:03:26,620 --> 00:03:29,830 and overnight, it just snowballed. 91 00:03:29,864 --> 00:03:31,245 When I was a kid, 92 00:03:31,280 --> 00:03:33,489 I always remember wanting to buy Dippin' Dots, 93 00:03:33,523 --> 00:03:36,181 and my mom would never let me 'cause they're too expensive, 94 00:03:36,216 --> 00:03:38,079 but it was always a treat. 95 00:03:38,114 --> 00:03:40,289 I was born in Ft. Worth and was adopted 96 00:03:40,323 --> 00:03:41,807 when I was just a couple days old. 97 00:03:41,842 --> 00:03:44,396 They were my adoptive parents, they were great people. 98 00:03:44,431 --> 00:03:46,122 I was a lucky kid. 99 00:03:47,951 --> 00:03:49,298 I think I fell in love with business 100 00:03:49,332 --> 00:03:51,990 going to work with my dad on Saturdays with my briefcase 101 00:03:52,024 --> 00:03:53,509 that was filled up with nothing. 102 00:03:53,543 --> 00:03:55,994 Those are my first memories of truly 103 00:03:56,028 --> 00:03:58,238 having a love and desire for business. 104 00:03:58,272 --> 00:03:59,687 ♪ 105 00:03:59,722 --> 00:04:01,310 I joined my father into real estate, 106 00:04:01,344 --> 00:04:03,070 where we made millions of dollars. 107 00:04:03,104 --> 00:04:05,797 I started to develop a real passion for business-- 108 00:04:05,831 --> 00:04:06,901 chasing deals. 109 00:04:06,936 --> 00:04:08,455 That adrenaline was something 110 00:04:08,489 --> 00:04:11,803 that just really turned me on to business, and in 2011, 111 00:04:11,837 --> 00:04:13,908 I saw an opportunity too good to miss. 112 00:04:15,255 --> 00:04:16,946 announcer: The household name of Dippin' Dots 113 00:04:16,980 --> 00:04:18,430 had hit rock bottom. 114 00:04:20,329 --> 00:04:22,641 The company was $12 million in debt 115 00:04:22,676 --> 00:04:24,678 and had filed for bankruptcy. 116 00:04:25,851 --> 00:04:28,129 - I decided to take over Dippin' Dots, 117 00:04:28,164 --> 00:04:30,200 but I didn't realize just how big of a turnaround 118 00:04:30,235 --> 00:04:31,236 this was going to be. 119 00:04:31,271 --> 00:04:33,342 It was a stressful process. 120 00:04:33,376 --> 00:04:35,999 It was like drinking water from a fire hose. 121 00:04:37,173 --> 00:04:39,175 I had to find a way to get into profit quickly, 122 00:04:39,209 --> 00:04:41,453 and I did that my increasing the volume of production 123 00:04:41,488 --> 00:04:43,317 while keeping the existing staffing members. 124 00:04:43,352 --> 00:04:45,146 All the employees stayed with the company. 125 00:04:45,181 --> 00:04:46,631 There was so much loyalty, 126 00:04:46,665 --> 00:04:48,736 and that allowed the company to grow. 127 00:04:48,771 --> 00:04:50,635 Dippin' Dots has been a success story. 128 00:04:51,877 --> 00:04:54,673 The company went from being $12 million in debt 129 00:04:54,708 --> 00:04:58,539 to having retail sales of $300 million a year, 130 00:04:58,574 --> 00:05:00,817 and now we're in all 50 states. 131 00:05:00,852 --> 00:05:02,405 But we didn't stop there. 132 00:05:02,440 --> 00:05:05,097 Dippin' Dots are now available across most of the globe. 133 00:05:05,132 --> 00:05:07,755 I succeeded in turning the company's fortunes around, 134 00:05:07,790 --> 00:05:09,964 but it came at a cost. 135 00:05:09,999 --> 00:05:12,277 A year ago, I was pushing so hard 136 00:05:12,312 --> 00:05:13,692 for the growth of Dippin' Dots, 137 00:05:13,727 --> 00:05:15,901 I was giving up sleep just to be on the move 138 00:05:15,936 --> 00:05:18,421 because the adrenaline of the deal 139 00:05:18,456 --> 00:05:20,320 was always a drug to me, 140 00:05:20,354 --> 00:05:22,701 and I'd also fuel that by drinking. 141 00:05:22,736 --> 00:05:24,841 I just came back from three weeks on the road, 142 00:05:24,876 --> 00:05:27,810 and I remember being extremely exhausted, fatigued, 143 00:05:27,844 --> 00:05:29,708 and had two glasses of wine. 144 00:05:29,743 --> 00:05:31,676 Driving home, I fell asleep at the wheel. 145 00:05:31,710 --> 00:05:34,575 [tires screeching] [crashing] 146 00:05:36,197 --> 00:05:38,717 It was a miracle that I was still alive, 147 00:05:38,752 --> 00:05:40,788 and that was pretty life changing for me. 148 00:05:43,377 --> 00:05:44,551 ♪ 149 00:05:44,585 --> 00:05:46,415 - My accident definitely did wake up. 150 00:05:46,449 --> 00:05:49,383 It just helped remind me of the value of life, 151 00:05:49,418 --> 00:05:51,040 of the need to be present 152 00:05:51,074 --> 00:05:53,767 and not to allow myself to go onto autopilot. 153 00:05:55,872 --> 00:05:58,634 I want to go undercover because I plan to continue 154 00:05:58,668 --> 00:06:00,187 to grow the company around the world. 155 00:06:00,221 --> 00:06:02,154 It's important for me that the employees are ready 156 00:06:02,189 --> 00:06:03,949 for that growth and prepared for it. 157 00:06:05,399 --> 00:06:08,506 Oh, whoa. Look at this. Oh. I feel like a different person. 158 00:06:10,024 --> 00:06:13,234 Howdy, I'm Brad. Hey, I'm Brad. Nice to meet you. 159 00:06:13,269 --> 00:06:16,721 Hey, babe, am I your Brad Pitt, or am I Brad the welder? 160 00:06:16,755 --> 00:06:21,208 - Oh, my gosh! [laughs] 161 00:06:21,242 --> 00:06:22,347 - So not Brad Pitt. 162 00:06:22,382 --> 00:06:25,039 - That is just wild. - Mm-hmm. 163 00:06:25,074 --> 00:06:26,524 - I'm just shocked. - Do you think people 164 00:06:26,558 --> 00:06:28,664 will recognize me outside of my accent? 165 00:06:28,698 --> 00:06:29,768 - Yeah, you're going to have to disguise that. 166 00:06:29,803 --> 00:06:31,114 - Disguise the accent? 167 00:06:31,149 --> 00:06:32,978 - But you look like a totally different person. 168 00:06:33,807 --> 00:06:35,912 - While undercover, I'll be assuming the identity 169 00:06:35,947 --> 00:06:38,225 of Brad, an unemployed welder. 170 00:06:38,259 --> 00:06:39,709 My employees will be tricked into believing 171 00:06:39,744 --> 00:06:41,573 they are taking part in a documentary 172 00:06:41,608 --> 00:06:42,988 about second careers. 173 00:06:43,023 --> 00:06:44,645 ♪ 174 00:06:44,680 --> 00:06:48,477 - Good luck, dear. - Bye. 175 00:06:49,132 --> 00:06:50,789 - Bye. Love you. 176 00:06:51,825 --> 00:06:58,245 ♪ 177 00:06:58,279 --> 00:06:59,798 - Today, we're in Paducah, Kentucky, 178 00:06:59,833 --> 00:07:01,455 home of Dippin' Dots. 179 00:07:01,490 --> 00:07:02,870 I'm looking forward to going undercover 180 00:07:02,905 --> 00:07:04,389 on the production line. 181 00:07:04,424 --> 00:07:06,598 The production line is where all the magic happens. 182 00:07:06,633 --> 00:07:09,014 It's almost like a Willy Wonka's Chocolate Factory. 183 00:07:09,049 --> 00:07:11,500 I am working with Amber, an operator in the factory, 184 00:07:11,534 --> 00:07:14,192 who is responsible for making all varieties of Dippin' Dots. 185 00:07:14,226 --> 00:07:16,159 Production is going through a lot of changes. 186 00:07:16,194 --> 00:07:17,644 This summer was the busiest summer 187 00:07:17,678 --> 00:07:18,990 in the history of Dippin' Dots. 188 00:07:19,024 --> 00:07:21,164 That put a lot of pressure on production. 189 00:07:21,199 --> 00:07:22,718 I'm looking forward and getting in there, 190 00:07:22,752 --> 00:07:24,478 seeing where the stress points are, 191 00:07:24,513 --> 00:07:26,169 what's working and what's not. 192 00:07:28,378 --> 00:07:29,345 - Hi. - Hi. 193 00:07:29,379 --> 00:07:30,795 - Are you Brad? - I'm Brad. 194 00:07:30,829 --> 00:07:31,934 - I'm Amber. Nice to meet you. - Nice to meet you. 195 00:07:31,968 --> 00:07:33,487 - Are you ready for the day? - I am. 196 00:07:33,522 --> 00:07:35,385 - Okay. Go and get changed, and I'll wait for you right here. 197 00:07:35,420 --> 00:07:37,215 - Sounds good. - Okay. 198 00:07:37,249 --> 00:07:38,458 - I'm going undercover 199 00:07:38,492 --> 00:07:39,976 at the headquarters of my company. 200 00:07:40,011 --> 00:07:42,047 My face is all over these walls. 201 00:07:42,082 --> 00:07:43,463 I have a big fear and concern 202 00:07:43,497 --> 00:07:45,050 that someone is going to recognize me, 203 00:07:45,085 --> 00:07:47,294 so I'm hoping this beard and hairnet will make me 204 00:07:47,328 --> 00:07:49,261 even less recognizable. 205 00:07:49,296 --> 00:07:50,608 How do I look? - You look great. 206 00:07:50,642 --> 00:07:52,023 All right. - Good deal. 207 00:07:52,057 --> 00:07:53,024 - We'll head into production. - Great. I'll follow you. 208 00:07:53,058 --> 00:07:55,889 - Okay. All right. 209 00:07:55,923 --> 00:07:58,581 ♪ 210 00:07:58,616 --> 00:07:59,996 - It's really smoky here. 211 00:08:00,031 --> 00:08:01,619 Is it always this smoky? - Yeah, it is. 212 00:08:01,653 --> 00:08:03,172 The smoke is from the liquid nitrogen. 213 00:08:03,206 --> 00:08:04,725 It's so cold. 214 00:08:04,760 --> 00:08:07,417 The fog in here, sometimes it gets so bad that you can't see, 215 00:08:07,452 --> 00:08:08,798 and we have to clear out. 216 00:08:08,833 --> 00:08:11,560 If we have to shut down, it makes it for a longer day. 217 00:08:11,594 --> 00:08:13,078 - There's fog everywhere. 218 00:08:13,113 --> 00:08:15,460 I could barely see one to two feet in front of me. 219 00:08:15,495 --> 00:08:17,324 In an environment with heavy machinery, 220 00:08:17,358 --> 00:08:19,775 this is really dangerous. 221 00:08:19,809 --> 00:08:21,708 - All right. So we're going to go this way. 222 00:08:21,742 --> 00:08:25,539 Over here are the silos. It's where we keep the mix. 223 00:08:25,574 --> 00:08:27,127 This is vanilla. 224 00:08:27,161 --> 00:08:30,095 This is strawberry. It smells good. 225 00:08:30,130 --> 00:08:31,821 - It does. 226 00:08:31,856 --> 00:08:33,582 - And I'm not sure if you can see real well. 227 00:08:33,616 --> 00:08:35,687 Yeah, you see how it's coming out in dot form? 228 00:08:35,722 --> 00:08:37,309 - Like little-bitty raindrops. - Yep. 229 00:08:37,344 --> 00:08:39,242 This thing is filled with liquid nitrogen. 230 00:08:39,277 --> 00:08:41,659 - I smell chocolate. - From there, it's coming 231 00:08:41,693 --> 00:08:43,177 through here down there, 232 00:08:43,212 --> 00:08:45,317 and they're bagging, filling and boxing. 233 00:08:45,352 --> 00:08:46,905 ♪ 234 00:08:46,940 --> 00:08:51,047 All right. So be careful because it's really slippery. 235 00:08:51,082 --> 00:08:53,049 - That is pretty slippery. - Yeah, trips and falls 236 00:08:53,084 --> 00:08:55,983 is the number one safety hazard around here, 237 00:08:56,018 --> 00:08:59,504 so you just have to kind of watch where you're going. 238 00:08:59,539 --> 00:09:01,333 - I noticed when I was walking around here, 239 00:09:01,368 --> 00:09:03,957 the ground is very slippery, even in rubber boots, 240 00:09:03,991 --> 00:09:06,062 and there's also a lot of fog. 241 00:09:06,097 --> 00:09:09,031 I hadn't realized just how bad it was down here. 242 00:09:09,065 --> 00:09:10,688 There's a lot of running back and forth. 243 00:09:10,722 --> 00:09:12,897 - There is. It's a very-- you have to be very fast, 244 00:09:12,931 --> 00:09:14,036 very fast and efficient. 245 00:09:14,070 --> 00:09:15,969 ♪ 246 00:09:16,003 --> 00:09:17,557 And then we'll put this up here. 247 00:09:21,112 --> 00:09:22,838 - Amber seems like a firecracker. 248 00:09:22,872 --> 00:09:25,530 She knows where stuff goes. She knows how to do things. 249 00:09:25,565 --> 00:09:27,394 She keeps things operating around here. 250 00:09:27,428 --> 00:09:30,673 What's the company morale like? Are people happy? 251 00:09:30,708 --> 00:09:32,399 - It's very stressful at times. 252 00:09:32,433 --> 00:09:33,952 - What are some of the stressful parts? 253 00:09:33,987 --> 00:09:36,403 - When things aren't running, everybody gets stressed, 254 00:09:36,437 --> 00:09:37,956 or when we're short-staffed. 255 00:09:37,991 --> 00:09:39,958 - Why do you think you're short-staffed? 256 00:09:39,993 --> 00:09:42,685 - There's not enough company employees. 257 00:09:42,720 --> 00:09:45,205 - Which probably increases the stress. 258 00:09:45,239 --> 00:09:47,897 - It does. It definitely increases a lot of the stress. 259 00:09:47,932 --> 00:09:49,519 - Employees are gonna get burned out 260 00:09:49,554 --> 00:09:51,038 if they're stressed too much. 261 00:09:51,073 --> 00:09:53,075 We gotta have the type of culture and the type 262 00:09:53,109 --> 00:09:56,181 of corporate infrastructure that's sustainable. 263 00:09:56,216 --> 00:09:58,908 - So over here is where were bag 264 00:09:58,943 --> 00:10:01,946 the production-bulk ice cream. - Okay. 265 00:10:01,980 --> 00:10:04,604 - All right. So what you're gonna do, 266 00:10:04,638 --> 00:10:06,640 take your finger like that. - Uh-huh. 267 00:10:06,675 --> 00:10:09,539 - Come up around here. So you just keep bagging. 268 00:10:09,574 --> 00:10:14,544 ♪ 269 00:10:14,579 --> 00:10:15,994 Ice cream is coming in here, 270 00:10:16,029 --> 00:10:18,272 and it's filling this thing up. Once it gets too high-- 271 00:10:18,307 --> 00:10:20,585 - Right. - It starts smoking up here. 272 00:10:20,620 --> 00:10:23,243 That means it's full, and if you don't bag it, 273 00:10:23,277 --> 00:10:25,970 it'll freeze up up there, and then the whole CP 274 00:10:26,004 --> 00:10:28,662 has to be washed and clean because it's freezed up. 275 00:10:30,422 --> 00:10:33,287 All right. 276 00:10:33,322 --> 00:10:35,807 Now you just want to get a firm grip on the bag. 277 00:10:35,842 --> 00:10:37,533 You gotta go underneath of it. 278 00:10:37,567 --> 00:10:39,500 There you go. 279 00:10:42,883 --> 00:10:45,127 You gotta start going faster. 280 00:10:45,161 --> 00:10:46,715 Brad needs to step it up a little bit. 281 00:10:46,749 --> 00:10:50,097 Slow motion, definitely not a good thing. 282 00:10:50,132 --> 00:10:54,343 This is filling up. You have to keep it going. 283 00:10:54,377 --> 00:10:56,414 See how it started smoking? Keep going. 284 00:10:56,448 --> 00:10:57,691 You're starting to smoke, though. 285 00:10:57,726 --> 00:10:59,555 You might want to go a little faster. 286 00:11:00,211 --> 00:11:02,316 - Filling up the bag was difficult work. 287 00:11:02,351 --> 00:11:03,801 It was very cold, and you started getting 288 00:11:03,835 --> 00:11:04,940 a burning feeling in your hands, 289 00:11:04,974 --> 00:11:06,527 and your shoulders start to burn too. 290 00:11:06,562 --> 00:11:09,323 ♪ 291 00:11:09,358 --> 00:11:11,256 - All right, though, Brad, I'm gonna step in and remove you 292 00:11:11,291 --> 00:11:13,017 'cause you're smoking, so next time, 293 00:11:13,051 --> 00:11:15,053 we're going to have to try and go a little faster. 294 00:11:15,088 --> 00:11:17,711 - Go a little faster. When I was on the bulk line, 295 00:11:17,746 --> 00:11:19,299 I could feel people starting to look at me. 296 00:11:19,333 --> 00:11:20,472 I started getting kind of nervous 297 00:11:20,507 --> 00:11:21,922 that they're going to find me out. 298 00:11:21,957 --> 00:11:23,613 ♪ 299 00:11:23,648 --> 00:11:26,478 - I think his facial hair is fake. 300 00:11:26,513 --> 00:11:28,101 - Amber kept looking over at me. 301 00:11:28,135 --> 00:11:30,241 I kept feeling my beard, make sure it was still on. 302 00:11:30,275 --> 00:11:33,658 - His face in general looks just like the CEO 303 00:11:33,693 --> 00:11:35,142 of our company, 304 00:11:35,177 --> 00:11:37,973 except the CEO doesn't have long hair and a beard. 305 00:11:38,007 --> 00:11:42,322 So I got a question to ask you, actually. 306 00:11:42,356 --> 00:11:45,463 ♪ 307 00:11:45,497 --> 00:11:47,534 I think you look awfully familiar, 308 00:11:49,018 --> 00:11:52,159 so I'm just wondering if you're Scott Fischer. 309 00:11:52,194 --> 00:11:56,543 ♪ 310 00:12:05,069 --> 00:12:06,587 ♪ 311 00:12:06,622 --> 00:12:08,003 - When I was on the bulk line, 312 00:12:08,037 --> 00:12:09,590 I could feel people starting to look at me. 313 00:12:09,625 --> 00:12:10,764 I started getting kinda nervous 314 00:12:10,799 --> 00:12:11,800 that they're going to find me out. 315 00:12:11,834 --> 00:12:14,112 ♪ 316 00:12:14,147 --> 00:12:15,562 - His face in general looks 317 00:12:15,596 --> 00:12:19,083 just like the CEO of our company. 318 00:12:19,117 --> 00:12:22,396 I think you look awfully familiar, 319 00:12:22,431 --> 00:12:25,261 so I'm just wondering if you're Scott Fischer. 320 00:12:28,437 --> 00:12:32,682 - I am Scott Fischer. - I knew that. Definitely. 321 00:12:32,717 --> 00:12:34,857 - Do you care if we break off and I get your perspective 322 00:12:34,892 --> 00:12:36,790 on a few things around the company? 323 00:12:36,825 --> 00:12:37,895 - Oh, yeah. Definitely. 324 00:12:37,929 --> 00:12:39,379 We can go to the break room if you like. 325 00:12:39,413 --> 00:12:40,794 - Great. I'll follow you. - Okay. Sounds good. 326 00:12:40,829 --> 00:12:44,073 ♪ 327 00:12:44,108 --> 00:12:46,213 - Amber, it's nice to formally meet you, 328 00:12:46,248 --> 00:12:47,421 this time as Scott. - It's nice to meet you, too, 329 00:12:47,456 --> 00:12:48,698 definitely. - I'd love to get 330 00:12:48,733 --> 00:12:51,184 your thoughts, and I want you to feel able 331 00:12:51,218 --> 00:12:52,702 to talk to me about anything. 332 00:12:52,737 --> 00:12:53,876 Let's talk about safety. 333 00:12:53,911 --> 00:12:56,465 - It gets very wet in there all the time. 334 00:12:56,499 --> 00:12:58,743 Well, you've seen over there. If you take one step, 335 00:12:58,778 --> 00:13:00,607 you're slipping and sliding everywhere. 336 00:13:00,641 --> 00:13:02,747 Our boots, they're not slip-resistant. 337 00:13:02,782 --> 00:13:05,750 - Right, and then the fog, too. - It's like that every day 338 00:13:05,785 --> 00:13:07,717 and sometimes even worse. You can't even see. 339 00:13:07,752 --> 00:13:09,823 - So accidents are pretty common. 340 00:13:09,858 --> 00:13:10,893 - Yes. I mean, 341 00:13:10,928 --> 00:13:13,240 there's maybe five to ten every day. 342 00:13:13,275 --> 00:13:15,829 - Five to ten slip incidents a day is a lot. 343 00:13:15,864 --> 00:13:18,107 They say you don't know what the other person goes through 344 00:13:18,142 --> 00:13:19,591 until you walk in their shoes. 345 00:13:19,626 --> 00:13:22,422 I walked in their shoes, and it was not comfortable. 346 00:13:22,456 --> 00:13:24,079 - As things have been getting busier, 347 00:13:24,113 --> 00:13:26,840 have you been seeing any type of impacts in morale, 348 00:13:26,875 --> 00:13:29,222 and do you see employees starting to get stressed? 349 00:13:29,256 --> 00:13:31,500 - I do, yeah. It's just long hours. 350 00:13:31,534 --> 00:13:32,604 I'm coming in at 4 a.m. 351 00:13:32,639 --> 00:13:34,192 and not getting home until 6:30. 352 00:13:34,227 --> 00:13:36,643 - Oh, wow. So you're doing a 14-hour day, pretty much. 353 00:13:36,677 --> 00:13:38,265 - Yeah, pretty much, and if things aren't 354 00:13:38,300 --> 00:13:39,991 running right, everybody gets stressed, 355 00:13:40,026 --> 00:13:42,442 and with being so shorthanded lately, 356 00:13:42,476 --> 00:13:44,133 that makes it even worse. 357 00:13:44,168 --> 00:13:46,135 - Today I learned some of my employees are stressed. 358 00:13:46,170 --> 00:13:47,412 We've been taking on a lot of business, 359 00:13:47,447 --> 00:13:48,413 and we've been growing. 360 00:13:48,448 --> 00:13:49,552 This is something that needs 361 00:13:49,587 --> 00:13:51,623 to be focused on and we need to look at. 362 00:13:51,658 --> 00:13:53,142 I really enjoyed my time with you today. 363 00:13:53,177 --> 00:13:54,868 - Thank you. I was glad to finally meet you. 364 00:13:54,903 --> 00:13:56,145 - Glad to formally meet you. - Oh, you too. 365 00:13:56,180 --> 00:13:57,595 - Now you can give me a hug. 366 00:13:57,629 --> 00:13:59,735 I'm hoping Amber can keep my identity secret. 367 00:14:02,772 --> 00:14:06,811 ♪ 368 00:14:06,846 --> 00:14:08,882 Today I'm working with Brandon, 369 00:14:08,917 --> 00:14:10,884 a warehouse operator at our distribution center 370 00:14:10,919 --> 00:14:12,230 also in Paducah, 371 00:14:12,265 --> 00:14:14,474 who has been with us for over five years. 372 00:14:14,508 --> 00:14:15,924 ♪ 373 00:14:15,958 --> 00:14:18,029 The warehouse crew is in charge of packing, 374 00:14:18,064 --> 00:14:19,651 wrapping and shipping. 375 00:14:19,686 --> 00:14:22,689 They do thousands to thousands of Dippin' Dots every day. 376 00:14:22,723 --> 00:14:24,242 With the quick growth of the company, 377 00:14:24,277 --> 00:14:26,141 I want to find out if the warehousing team 378 00:14:26,175 --> 00:14:28,212 is under the same pressure as production. 379 00:14:29,489 --> 00:14:31,008 Hey, man. I'm Brad. - How you doing, bud? Brandon. 380 00:14:31,042 --> 00:14:32,664 - Nice to meet you, Brandon. - Welcome to Dippin' Dots. 381 00:14:32,699 --> 00:14:34,425 Put you work with me today. - Sounds good. 382 00:14:34,459 --> 00:14:35,702 - I'll show you how to do everything, 383 00:14:35,736 --> 00:14:37,014 and I'll give you a tour. - Good deal. 384 00:14:37,048 --> 00:14:38,878 - Let you see what we do. - Appreciate it. 385 00:14:41,501 --> 00:14:42,951 - I'm going to grab us a tote of ice, 386 00:14:42,985 --> 00:14:45,263 and I'll show you how we ice these boxes down. 387 00:14:47,541 --> 00:14:49,026 We just always do them five in a row. 388 00:14:49,060 --> 00:14:51,062 It just makes them a little easier. 389 00:14:51,097 --> 00:14:53,754 - You got it. Those blocks of ice were super cold. 390 00:14:53,789 --> 00:14:55,480 I could feel it start to burn through my gloves. 391 00:14:55,515 --> 00:14:56,654 Those blocks were really heavy, 392 00:14:56,688 --> 00:14:58,173 and that was some hard work. 393 00:14:58,207 --> 00:15:01,521 What are your working hours here, man? 394 00:15:01,555 --> 00:15:04,110 - Normal hours are 7:00 to 3:30. 395 00:15:04,144 --> 00:15:07,699 This time of year, we may come in at 5:00 396 00:15:07,734 --> 00:15:09,839 and work this 6:00, 6:30. 397 00:15:11,255 --> 00:15:14,672 - So what are the wages like here? 398 00:15:14,706 --> 00:15:17,847 - For me, it was pretty poor. 399 00:15:17,882 --> 00:15:20,402 For almost five years, never had a raise. 400 00:15:20,436 --> 00:15:22,852 They give you your evaluation at the end of the year, 401 00:15:22,887 --> 00:15:24,958 and, hey, if you're evaluation is great, 402 00:15:24,993 --> 00:15:26,995 well, that's some more money you'll get. 403 00:15:27,029 --> 00:15:28,237 It don't work like that. 404 00:15:28,272 --> 00:15:30,136 - So they have an evaluation process in place, 405 00:15:30,170 --> 00:15:31,654 it just says--it's not really doing the job? 406 00:15:31,689 --> 00:15:32,828 - No. - So the system is 407 00:15:32,862 --> 00:15:34,174 just not working right. - It doesn't. 408 00:15:34,209 --> 00:15:36,245 - I was really surprised about the pay evaluation. 409 00:15:36,280 --> 00:15:39,041 It's a new system that we just implemented last year, 410 00:15:39,076 --> 00:15:40,836 but apparently it's not being used right, 411 00:15:40,870 --> 00:15:42,182 so to hear that from an employee 412 00:15:42,217 --> 00:15:43,735 that's working so hard, it hurts me. 413 00:15:43,770 --> 00:15:45,806 It disappoints me, and that's one thing I did not like. 414 00:15:47,015 --> 00:15:48,775 - There's that one. 415 00:15:48,809 --> 00:15:51,122 ♪ 416 00:15:51,157 --> 00:15:54,229 Beyond that door right there is a freezer. 417 00:15:54,263 --> 00:15:56,817 It's about the same size as this warehouse. 418 00:15:56,852 --> 00:15:59,820 It stays around negative 45-- - Oh, wow. 419 00:15:59,855 --> 00:16:01,443 - To negative 51. - Pretty cold. 420 00:16:01,477 --> 00:16:03,272 - I don't know anybody that likes that cold. 421 00:16:03,307 --> 00:16:08,553 ♪ 422 00:16:08,588 --> 00:16:10,486 - Whoa, that's pretty cold. It is chilly. 423 00:16:11,418 --> 00:16:12,833 Is this the coldest you've ever been in? 424 00:16:12,868 --> 00:16:14,559 - It's definitely the coldest I've ever been. 425 00:16:14,594 --> 00:16:15,767 I have a lot of respect for those guys 426 00:16:15,802 --> 00:16:17,838 who work in the freezer. It was cold. 427 00:16:17,873 --> 00:16:19,840 I felt my nose hairs starting to freeze. 428 00:16:19,875 --> 00:16:22,257 I felt this fake beard around my face start to freeze. 429 00:16:22,291 --> 00:16:24,776 - This freezer just builds up. - Builds up. 430 00:16:24,811 --> 00:16:26,537 - This stuff that's on the wall 431 00:16:26,571 --> 00:16:28,021 shouldn't even be here on the wall. 432 00:16:28,056 --> 00:16:29,333 - Really? - It should be in a rack, 433 00:16:29,367 --> 00:16:31,024 but we don't have nowhere else to put them. 434 00:16:31,059 --> 00:16:33,716 Other than this, you usually can't even see the wall, 435 00:16:33,751 --> 00:16:34,855 it's so packed. 436 00:16:34,890 --> 00:16:36,754 - So productions is almost outgrowing -- 437 00:16:36,788 --> 00:16:38,514 - Production has by far outgrown-- 438 00:16:38,549 --> 00:16:39,826 - Capacity. - The freezer. 439 00:16:39,860 --> 00:16:42,622 ♪ 440 00:16:42,656 --> 00:16:44,175 - Our production is going so fast, 441 00:16:44,210 --> 00:16:46,074 we're running out of capacity to store it, 442 00:16:46,108 --> 00:16:47,558 and that's something we need to fix. 443 00:16:47,592 --> 00:16:50,078 ♪ 444 00:16:50,112 --> 00:16:51,665 - The red rack we cannot sell. 445 00:16:51,700 --> 00:16:53,909 Something in the product wasn't right. 446 00:16:53,943 --> 00:16:55,428 - Oh, yeah. - So they have to red-wrap it, 447 00:16:55,462 --> 00:16:57,154 then we just have to throw it away. 448 00:16:57,188 --> 00:16:59,984 - Is there a lot of waste? - Yeah, there's a lot of waste. 449 00:17:00,019 --> 00:17:01,296 This whole rack here on your left 450 00:17:01,330 --> 00:17:02,642 and then this whole rack here on your right 451 00:17:02,676 --> 00:17:04,057 is all red wrap, 452 00:17:04,092 --> 00:17:06,301 several hundred thousands of dollars in ice cream 453 00:17:06,335 --> 00:17:09,028 that's just sitting there waiting to be threw away. 454 00:17:09,062 --> 00:17:10,960 - Right, going down the drain. - Yep. 455 00:17:10,995 --> 00:17:13,066 - I was pretty shocked. When I walked in there 456 00:17:13,101 --> 00:17:15,310 and saw all that red wrapped around that product, 457 00:17:15,344 --> 00:17:17,381 the first thing that came to my mind was waste. 458 00:17:17,415 --> 00:17:18,692 Those are issues that need to be fixed 459 00:17:18,727 --> 00:17:20,556 because right now we're losing money. 460 00:17:20,591 --> 00:17:21,661 - What do you think we head out of here 461 00:17:21,695 --> 00:17:23,525 and get some hot coffee? - Sounds good. 462 00:17:23,559 --> 00:17:29,876 ♪ 463 00:17:29,910 --> 00:17:31,084 It seems like this company 464 00:17:31,119 --> 00:17:33,431 is very kind of spread out, different 465 00:17:33,466 --> 00:17:35,088 departments and stuff. - Yeah. 466 00:17:35,123 --> 00:17:36,607 - What are your thoughts on management? 467 00:17:36,641 --> 00:17:40,231 - I would say the way-upper management part of it is-- 468 00:17:40,266 --> 00:17:41,784 - Yeah. - They don't really know 469 00:17:41,819 --> 00:17:44,373 what all goes on here. - Kind of from the ground up. 470 00:17:44,408 --> 00:17:46,099 - Right, the wasted money and stuff, 471 00:17:46,134 --> 00:17:48,550 I don't think your bigger management sees it. 472 00:17:48,584 --> 00:17:51,000 - The waste. What's your next step? 473 00:17:51,035 --> 00:17:52,312 What's the next chapter for you? 474 00:17:52,347 --> 00:17:54,521 - I'd like to stay here whether or not I get 475 00:17:54,556 --> 00:17:55,833 to move up somewhere, 476 00:17:55,867 --> 00:17:58,594 even into a lead-man position or-- 477 00:17:59,354 --> 00:18:00,976 it definitely won't be a management position 478 00:18:01,010 --> 00:18:02,943 'cause, you know, I mean, the guys that are here 479 00:18:02,978 --> 00:18:04,669 are pretty much here for a while. 480 00:18:04,704 --> 00:18:06,292 If I can find somewhere better 481 00:18:06,326 --> 00:18:09,605 that'll move me up quicker over time, I'll go. 482 00:18:09,640 --> 00:18:11,020 - I got the feeling that Brandon felt 483 00:18:11,055 --> 00:18:12,229 like he wasn't appreciated. 484 00:18:12,263 --> 00:18:13,678 He works hard. 485 00:18:13,713 --> 00:18:15,853 He's loyal to the brand. He's been here five years. 486 00:18:15,887 --> 00:18:17,993 For him to have the perspective that there's not room for him 487 00:18:18,027 --> 00:18:21,030 to move up gives me concern. All right, man. I appreciate 488 00:18:21,065 --> 00:18:22,653 you showing me around, teaching me Dippin' Dots. 489 00:18:22,687 --> 00:18:23,723 - Yeah, appreciate you coming, man. 490 00:18:23,757 --> 00:18:25,242 Come back and see me. - Hope to. 491 00:18:25,276 --> 00:18:26,450 I didn't really know what to expect 492 00:18:26,484 --> 00:18:27,830 walking in this morning, 493 00:18:27,865 --> 00:18:29,280 but I learn a lot more today 494 00:18:29,315 --> 00:18:30,488 than I thought I was going to learn. 495 00:18:30,523 --> 00:18:31,938 My concerns are making sure 496 00:18:31,972 --> 00:18:33,733 that there's communication between the departments, 497 00:18:33,767 --> 00:18:36,184 that there's less waste and that we focus 498 00:18:36,218 --> 00:18:37,944 on the employees to make sure they know their value. 499 00:18:41,775 --> 00:18:44,744 [upbeat music] 500 00:18:44,778 --> 00:18:48,437 ♪ 501 00:18:48,472 --> 00:18:50,025 - Today, I'm here at Kentucky Kingdom 502 00:18:50,059 --> 00:18:52,269 in Louisville, Kentucky, to work with Bailey. 503 00:18:52,303 --> 00:18:53,615 Bailey is a supervisor 504 00:18:53,649 --> 00:18:55,168 over food and beverage for Dippin' Dots, 505 00:18:55,203 --> 00:18:58,067 The parks are our mother ship for cash flow, 506 00:18:58,102 --> 00:19:00,449 so I'm here to see how that business works, 507 00:19:00,484 --> 00:19:02,831 what doesn't work and what our market's like. 508 00:19:04,246 --> 00:19:05,972 Hi, Bailey. I'm Brad. - Are you Brad? 509 00:19:06,006 --> 00:19:08,112 Hi. Nice to meet you. - Nice to meet you. 510 00:19:08,147 --> 00:19:09,389 - You'll be working with me today. 511 00:19:09,424 --> 00:19:11,115 - Awesome. - Before you get started, 512 00:19:11,150 --> 00:19:12,806 I wanted to give you your uniform. 513 00:19:12,841 --> 00:19:14,360 There's a bathroom over here if you want to put it on. 514 00:19:14,394 --> 00:19:15,395 - Okay. - And just make sure 515 00:19:15,430 --> 00:19:16,465 your shirt is tucked in. - Okay. 516 00:19:16,500 --> 00:19:18,191 - When Brad walked in today, 517 00:19:18,226 --> 00:19:19,606 I don't know what I was expecting. 518 00:19:19,641 --> 00:19:21,229 I was just expecting a kid, I guess, 519 00:19:21,263 --> 00:19:23,783 'cause that's normally the people that I train. 520 00:19:23,817 --> 00:19:25,957 - How do I look? - You look great. 521 00:19:25,992 --> 00:19:28,788 Just can you move your badge to that side so you can see 522 00:19:28,822 --> 00:19:30,238 Kentucky Kingdom? - You bet. 523 00:19:30,272 --> 00:19:32,826 - And when you come back tomorrow, 524 00:19:32,861 --> 00:19:34,138 can you just try to take the beard in tighter? 525 00:19:34,173 --> 00:19:35,864 - I can do it a little tighter. - Yeah. 526 00:19:35,898 --> 00:19:37,210 - It took me a year to grow this beard 527 00:19:37,245 --> 00:19:40,213 as soon as I became unemployed. - Oh, I'm sorry. 528 00:19:40,248 --> 00:19:42,629 - It's okay. All right. - Straighten up a little bit. 529 00:19:43,906 --> 00:19:45,253 Yeah. You're good. Okay. 530 00:19:45,287 --> 00:19:46,944 We have a morning meeting to kind of tell everybody 531 00:19:46,978 --> 00:19:48,187 where they're gonna be for the day, 532 00:19:48,221 --> 00:19:49,533 what they're gonna be doing, 533 00:19:49,567 --> 00:19:51,638 how the weather's gonna be-- stuff like that, so if you 534 00:19:51,673 --> 00:19:52,812 wanna come with me-- - Rock and roll. 535 00:19:52,846 --> 00:19:53,813 - We'll go to the morning meeting. 536 00:19:53,847 --> 00:19:54,883 - Sounds good. - Yeah. 537 00:19:54,917 --> 00:19:56,022 - I'll follow you. - All righty. 538 00:19:56,056 --> 00:19:57,817 ♪ 539 00:19:57,851 --> 00:20:00,095 [people screaming] 540 00:20:01,683 --> 00:20:04,064 - I love it here, really. - What do you love about it? 541 00:20:04,099 --> 00:20:05,411 - We're all super close. 542 00:20:05,445 --> 00:20:08,345 We're together five, six, seven days a week. 543 00:20:08,379 --> 00:20:09,415 Good morning, you all. 544 00:20:09,449 --> 00:20:10,795 - Good morning. - Morning. 545 00:20:10,830 --> 00:20:12,763 - This is Brad. He's gonna be new to the team. 546 00:20:12,797 --> 00:20:14,178 - Hey, guys. - This is his first day. 547 00:20:14,213 --> 00:20:15,593 He'll just be kind of shadowing me for the day. 548 00:20:15,628 --> 00:20:17,526 He won't be on a cart by himself yet. 549 00:20:17,561 --> 00:20:18,665 You all already know where you're gonna 550 00:20:18,700 --> 00:20:20,357 be placed for the day? Yeah. - Yeah. 551 00:20:20,391 --> 00:20:21,668 - Well, you all have a good day. 552 00:20:21,703 --> 00:20:22,876 If you need anything, just let me know, okay? 553 00:20:22,911 --> 00:20:24,084 - Thank you. - All right. 554 00:20:24,119 --> 00:20:25,948 - Bailey is very impressive for 19. 555 00:20:25,983 --> 00:20:27,709 She's energetic. She's bubbly, 556 00:20:27,743 --> 00:20:30,298 a people person and knows what needs to be done. 557 00:20:30,332 --> 00:20:31,885 ♪ 558 00:20:31,920 --> 00:20:33,922 Today I'm helping keep all the stands stocked 559 00:20:33,956 --> 00:20:36,683 and managed across this huge 63-acre site. 560 00:20:36,718 --> 00:20:39,479 - This is like a really fast-paced job. 561 00:20:39,514 --> 00:20:42,102 We're constantly going. I'm always getting radio calls. 562 00:20:42,137 --> 00:20:43,863 Yesterday, I worked 14 hours, 563 00:20:43,897 --> 00:20:46,521 was on my feet the whole time, didn't sit down. 564 00:20:46,555 --> 00:20:47,660 - Oh, wow. - Yeah. 565 00:20:47,694 --> 00:20:49,282 - That's a pretty full day. - Yeah. 566 00:20:49,317 --> 00:20:50,939 ♪ 567 00:20:50,973 --> 00:20:53,113 - Ten-four, I'll be on my way with that. 568 00:20:53,148 --> 00:20:54,529 That call I just got-- - Uh-huh. 569 00:20:54,563 --> 00:20:56,462 - They need some stuff from the warehouse. 570 00:20:56,496 --> 00:20:57,601 I can show you where that is. 571 00:20:57,635 --> 00:20:59,844 Gerald, can I just have four sleeves? 572 00:20:59,879 --> 00:21:01,812 - She's kind of a mover and shaker, isn't she? 573 00:21:01,846 --> 00:21:03,158 - She does a good job of it. 574 00:21:03,192 --> 00:21:04,159 - She's pretty good at juggling? 575 00:21:04,193 --> 00:21:05,436 - Brad can carry them. 576 00:21:05,471 --> 00:21:07,990 - No worries. I got it. Hey, I lost a finger. 577 00:21:08,025 --> 00:21:09,129 - Yeah. - [laughs] 578 00:21:09,164 --> 00:21:10,683 - This is your favorite place, isn't it? 579 00:21:10,717 --> 00:21:12,305 She doesn't like to go many other places. 580 00:21:12,340 --> 00:21:15,515 I brought you some more banana split and some cups. 581 00:21:15,550 --> 00:21:16,930 Hey, did you need cups? 582 00:21:16,965 --> 00:21:18,000 - Yeah. - Okay. 583 00:21:18,035 --> 00:21:19,208 You're gonna get hot and sweaty, 584 00:21:19,243 --> 00:21:20,934 just letting you know. - Okay. Good deal. 585 00:21:20,969 --> 00:21:21,970 - Especially with all that hair. 586 00:21:22,004 --> 00:21:23,143 - All the hair. - Yeah. 587 00:21:23,178 --> 00:21:25,629 - It sure is hot here. - Yeah. 588 00:21:25,663 --> 00:21:27,493 So how many Dippin' Dots stands are in the park? 589 00:21:27,527 --> 00:21:29,184 - I'm in charge of 14 carts. 590 00:21:29,218 --> 00:21:31,082 - 14 locations, that probably would be hard to do. 591 00:21:31,117 --> 00:21:32,083 - Yeah. 592 00:21:32,118 --> 00:21:33,568 - Does the heat ever get to you? 593 00:21:33,602 --> 00:21:36,295 - Yeah, my first year, I passed out. 594 00:21:36,329 --> 00:21:37,606 - Wow. 595 00:21:37,641 --> 00:21:39,643 - I don't know if Dippin' Dots is for Brad. 596 00:21:39,677 --> 00:21:42,301 I think he belongs in an office somewhere 597 00:21:42,335 --> 00:21:45,338 or maybe management. [laughs] 598 00:21:45,373 --> 00:21:46,339 Do you want to try to-- 599 00:21:46,374 --> 00:21:47,375 - I do. - Scoop some. 600 00:21:47,409 --> 00:21:49,100 - I do. - Okay. 601 00:21:51,171 --> 00:21:53,277 - How much is it? - $5.25 602 00:21:53,312 --> 00:21:56,522 - Y'all are expensive here. - We are. 603 00:21:56,556 --> 00:21:57,730 - Oh! 604 00:21:57,764 --> 00:21:59,007 - Trying to break my bank. - Yeah, yeah. 605 00:21:59,041 --> 00:22:00,319 - A little pricey. 606 00:22:02,113 --> 00:22:03,977 announcer: Coming up... Scott faces up 607 00:22:04,012 --> 00:22:05,565 to customer criticism-- 608 00:22:05,600 --> 00:22:07,153 - You ever get any complaints on pricing? 609 00:22:07,187 --> 00:22:09,466 - Yeah, that's probably the biggest complaint that we get. 610 00:22:09,500 --> 00:22:12,089 announcer: And later, he's threatened with closure. 611 00:22:12,123 --> 00:22:13,642 - This cannot be happening. 612 00:22:13,677 --> 00:22:14,712 Just not a good setup. 613 00:22:14,747 --> 00:22:17,819 ♪ 614 00:22:27,069 --> 00:22:28,243 ♪ 615 00:22:28,277 --> 00:22:30,383 - How much is it? - $5.25 616 00:22:30,418 --> 00:22:33,490 - Y'all are expensive here. 617 00:22:33,524 --> 00:22:35,319 - Spending the day at Kentucky Kingdom 618 00:22:35,354 --> 00:22:36,631 has really opened my eyes 619 00:22:36,665 --> 00:22:39,254 to what people think about Dippin' Dots. 620 00:22:39,288 --> 00:22:40,669 - Trying to break my bank. - Yeah, yeah. 621 00:22:40,704 --> 00:22:41,981 - A little pricey. 622 00:22:42,015 --> 00:22:43,431 - Working in the park today was the first time 623 00:22:43,465 --> 00:22:45,398 I came face-to-face with a customer 624 00:22:45,433 --> 00:22:47,780 disappointed in the pricing. 625 00:22:47,814 --> 00:22:49,506 You ever get any complaints on pricing? 626 00:22:49,540 --> 00:22:51,680 - Yeah, that's probably the biggest complaint that we get 627 00:22:51,715 --> 00:22:53,026 is that they're overpriced. 628 00:22:53,061 --> 00:22:56,961 People will say, "I'm not paying 6.50 for Dippin' Dots." 629 00:22:56,996 --> 00:23:00,206 My idea, if anyone ever asked me a penny for my thought-- 630 00:23:00,240 --> 00:23:02,415 - Right. - It would a medium cup, 631 00:23:02,450 --> 00:23:04,141 I don't know, maybe like seven ounces, 632 00:23:04,175 --> 00:23:06,177 instead of five, nine, do five, seven, and nine. 633 00:23:06,212 --> 00:23:07,696 - Five, seven, nine. - Something like that. Yeah. 634 00:23:07,731 --> 00:23:10,147 - Okay. The parks set their own prices, 635 00:23:10,181 --> 00:23:11,424 but it's definitely something that I wanna 636 00:23:11,459 --> 00:23:13,081 take a hard look at to make sure 637 00:23:13,115 --> 00:23:15,463 that we're not pricing ourselves out of the market. 638 00:23:15,497 --> 00:23:22,504 ♪ 639 00:23:26,266 --> 00:23:27,440 - So you grew up around this area? 640 00:23:27,475 --> 00:23:28,959 - Mm-hmm. - Nice. 641 00:23:28,993 --> 00:23:30,857 - Yep. - Any brothers or sisters? 642 00:23:30,892 --> 00:23:33,481 - Yep. Two of my siblings work here. 643 00:23:35,310 --> 00:23:37,208 One of my brothers passed away. 644 00:23:37,243 --> 00:23:39,521 - I'm sorry. - He had heart failure. 645 00:23:39,556 --> 00:23:40,626 - Sorry. 646 00:23:40,660 --> 00:23:42,869 - When Kentucky Kingdom is closed, 647 00:23:42,904 --> 00:23:46,045 I work as a waitress while I go to nursing school. 648 00:23:47,011 --> 00:23:48,427 - What made you want to go to nursing school? 649 00:23:48,461 --> 00:23:51,499 - At first, I wanted to be a dentist. 650 00:23:51,533 --> 00:23:54,467 I then changed my mind when my brother passed away. 651 00:23:54,502 --> 00:23:55,986 We were in the hospital for three days. 652 00:23:56,020 --> 00:23:57,366 - Uh-huh. - And I kinda talked 653 00:23:57,401 --> 00:23:59,368 with the nurses there. - With a lot of the nurses? 654 00:23:59,403 --> 00:24:01,060 So you wanna be in there where you can really help-- 655 00:24:01,094 --> 00:24:02,682 - Yeah, exactly. - People in need. 656 00:24:02,717 --> 00:24:04,857 - Just fast-paced, constantly going. 657 00:24:04,891 --> 00:24:06,514 - Kind of like this. - Yeah. 658 00:24:07,100 --> 00:24:08,757 - Bailey is an extremely amazing person. 659 00:24:08,792 --> 00:24:12,140 For her to go through that and to stay so positive in life, 660 00:24:12,174 --> 00:24:13,797 she an inspiration to me. 661 00:24:13,831 --> 00:24:16,489 What's your brother's name? - His name was Devin. 662 00:24:16,524 --> 00:24:18,940 - Devin, that's a cool name. - Yeah. 663 00:24:18,974 --> 00:24:22,495 - Was it just all of a sudden, just out of the blue? 664 00:24:22,530 --> 00:24:25,740 - He went and watched the Super Bowl with my cousin. 665 00:24:25,774 --> 00:24:29,122 He was fine there, and then when he came home, 666 00:24:29,157 --> 00:24:31,677 he went to bed, and he wouldn't wake up. 667 00:24:31,711 --> 00:24:34,990 - Oh, no. - Um-- 668 00:24:35,025 --> 00:24:37,476 - He died twice in the ambulance. 669 00:24:37,510 --> 00:24:40,962 They revived him, and then he was on life support 670 00:24:40,996 --> 00:24:44,690 for three days, two 1/2 days. 671 00:24:44,724 --> 00:24:48,038 It was enough, so-- 672 00:24:48,072 --> 00:24:51,386 The most important thing to my mom are us children, 673 00:24:51,420 --> 00:24:55,355 and just losing one kind of just kicked her off her feet. 674 00:24:55,390 --> 00:24:56,978 It really hurt her. 675 00:24:57,012 --> 00:24:58,255 - Well, she's lucky to have you. 676 00:24:58,289 --> 00:24:59,808 - Yeah, that's what she says all the time. 677 00:24:59,843 --> 00:25:01,465 - By her side. That's awesome. 678 00:25:01,500 --> 00:25:03,260 - That makes me wanna push even harder. 679 00:25:03,294 --> 00:25:05,607 - Oh, that's a sweet story about inspiration 680 00:25:05,642 --> 00:25:06,677 to be pushing harder. 681 00:25:06,712 --> 00:25:08,645 Do you have any pictures? - Yeah. 682 00:25:08,679 --> 00:25:11,993 - This is a picture from my sister's graduation. 683 00:25:12,027 --> 00:25:12,994 You can-- - Oh, nice. 684 00:25:13,028 --> 00:25:14,340 - Yeah. 685 00:25:14,374 --> 00:25:16,342 - So that's your younger brother? 686 00:25:16,376 --> 00:25:17,861 - Yep, and then my older brother, 687 00:25:17,895 --> 00:25:18,931 the one that passed away. 688 00:25:18,965 --> 00:25:19,966 - Your older brother that passed away. 689 00:25:20,001 --> 00:25:22,210 And that's you. - Yeah, at 12. 690 00:25:22,244 --> 00:25:23,591 - Around 12 years old? - Yeah. 691 00:25:23,625 --> 00:25:25,385 - That's great. That's really special. 692 00:25:25,420 --> 00:25:26,801 - Yeah. 693 00:25:26,835 --> 00:25:29,079 - Bailey has faced a lot of challenges in her life, 694 00:25:29,113 --> 00:25:30,563 but she stepped up to the plate, 695 00:25:30,598 --> 00:25:31,633 took care of her brother and sisters, 696 00:25:31,668 --> 00:25:33,635 became that rock for her family, 697 00:25:33,670 --> 00:25:35,430 and she's also managing and overseeing 698 00:25:35,464 --> 00:25:36,914 60 people here at the park. 699 00:25:36,949 --> 00:25:38,467 That type of drive and determination 700 00:25:38,502 --> 00:25:40,573 and being 19 years old is amazing. 701 00:25:40,608 --> 00:25:42,126 I find it inspirational. 702 00:25:42,161 --> 00:25:43,576 - I wish you good luck in the future. 703 00:25:43,611 --> 00:25:44,646 - I really enjoyed learning from you. 704 00:25:44,681 --> 00:25:45,785 You're an awesome person. 705 00:25:45,820 --> 00:25:47,200 - Yeah, thank you. - Give me-- 706 00:25:47,235 --> 00:25:48,581 - Thank you. - You bet. 707 00:25:48,616 --> 00:25:50,065 - You have a great day. - Thanks for teaching me. 708 00:25:50,100 --> 00:25:51,342 - Bye. - It's been a great day 709 00:25:51,377 --> 00:25:52,930 working here at Kentucky Kingdom. 710 00:25:52,965 --> 00:25:54,622 Having concessions in amusement parks 711 00:25:54,656 --> 00:25:56,520 is a great revenue stream for us, 712 00:25:56,555 --> 00:25:58,315 but we need to make sure that all of our staff 713 00:25:58,349 --> 00:26:00,110 are as good as Bailey, and we have to have a look 714 00:26:00,144 --> 00:26:02,077 at our pricing to keep up our success. 715 00:26:04,148 --> 00:26:09,153 ♪ 716 00:26:09,188 --> 00:26:11,604 Today I've come the whole way to Richmond, California, 717 00:26:11,639 --> 00:26:13,157 just outside of San Francisco 718 00:26:13,192 --> 00:26:15,125 to go undercover with my events team. 719 00:26:15,159 --> 00:26:17,161 Since coming out of the bankruptcy and taking over, 720 00:26:17,196 --> 00:26:18,646 one of my strategies has been trying to look 721 00:26:18,680 --> 00:26:20,544 at all the opportunities for revenue growth 722 00:26:20,579 --> 00:26:22,615 that we can find, and I think the events side 723 00:26:22,650 --> 00:26:24,548 is another revenue stream that we can grow. 724 00:26:24,583 --> 00:26:26,446 But I wanna know if there are any problems 725 00:26:26,481 --> 00:26:28,103 that are coming from serving our dots 726 00:26:28,138 --> 00:26:29,518 outside of our stores, 727 00:26:29,553 --> 00:26:30,658 and today I'm going to be working with Anita 728 00:26:30,692 --> 00:26:31,797 from our events team. 729 00:26:31,831 --> 00:26:34,627 ♪ 730 00:26:34,662 --> 00:26:36,146 Hey, I'm Brad. 731 00:26:36,180 --> 00:26:37,803 - Nice to meet you. My name is Anita. 732 00:26:37,837 --> 00:26:39,977 So I have this for you to wear today. 733 00:26:40,012 --> 00:26:41,116 That's our visor. 734 00:26:41,151 --> 00:26:42,635 - Okay. - It's supposed to keep from 735 00:26:42,670 --> 00:26:44,292 the hair going into the ice cream. 736 00:26:44,326 --> 00:26:45,776 - Hair, okay. - And then you also have 737 00:26:45,811 --> 00:26:46,812 your own personal shirt. 738 00:26:46,846 --> 00:26:49,090 - Oh, thank you. I appreciate that. 739 00:26:49,124 --> 00:26:50,609 - I'm going to be completely honest. 740 00:26:50,643 --> 00:26:52,887 I thought he looked like Jesus. [laughs] 741 00:26:52,921 --> 00:26:54,267 I was like, "Oh, my God. 742 00:26:54,302 --> 00:26:57,616 Jesus is coming to work at Dippin' Dots." [laughs] 743 00:26:59,514 --> 00:27:00,998 - This is pretty different from the boardroom. 744 00:27:01,033 --> 00:27:03,276 I got a beard. I got blue jeans. 745 00:27:03,311 --> 00:27:05,658 I'm out in a park, and I'm serving Dippin' Dots. 746 00:27:08,385 --> 00:27:10,559 - Yeah, just go ahead and set 'em on top, 747 00:27:10,594 --> 00:27:11,906 and then if you have to, 748 00:27:11,940 --> 00:27:14,978 you can just move some of the dry ice to the side. 749 00:27:15,012 --> 00:27:16,669 - There was a lot to slog around, 750 00:27:16,704 --> 00:27:19,568 and there was a lot to pull up and put together, 751 00:27:19,603 --> 00:27:21,294 but I could tell that she's done it before, 752 00:27:21,329 --> 00:27:23,676 so she knew how to organize everything 753 00:27:23,711 --> 00:27:26,092 and how to coordinate everything. 754 00:27:26,127 --> 00:27:29,095 [dramatic music] 755 00:27:29,130 --> 00:27:31,684 ♪ 756 00:27:31,719 --> 00:27:33,859 - This cannot be happening. - Sure. 757 00:27:33,893 --> 00:27:35,205 - An environmental health officer 758 00:27:35,239 --> 00:27:37,379 wasn't happy with our setup. 759 00:27:37,414 --> 00:27:39,002 - We need a tarp on the ground 760 00:27:39,036 --> 00:27:41,004 if you're doing it on grass or dirt. 761 00:27:41,038 --> 00:27:43,178 We cannot just be setting up in this 762 00:27:43,213 --> 00:27:44,421 when you have open food. 763 00:27:44,455 --> 00:27:47,010 Secondly, we gotta have means of hand washing, 764 00:27:47,044 --> 00:27:49,978 so we got to have warm water, soap and paper towels 765 00:27:50,013 --> 00:27:52,947 so we can wash our hands as they get dirty. 766 00:27:52,981 --> 00:27:54,500 - I thought, "This is really bad. 767 00:27:54,534 --> 00:27:56,019 We are gonna get shut down." 768 00:28:06,650 --> 00:28:09,791 - This cannot be happening. - Sure. Sure. 769 00:28:09,826 --> 00:28:11,310 The environmental health guy came over 770 00:28:11,344 --> 00:28:12,932 and was threatening to shut us down, 771 00:28:12,967 --> 00:28:14,727 but Anita went straight in there 772 00:28:14,762 --> 00:28:17,350 and handled the situation perfectly. 773 00:28:17,385 --> 00:28:18,869 - We do need someone in front 774 00:28:18,904 --> 00:28:22,217 'cause he's concerned about people sneezing on top of them. 775 00:28:22,252 --> 00:28:23,632 - Okay. - So do you wanna do the cash 776 00:28:23,667 --> 00:28:25,048 or do you wanna scoop? 777 00:28:25,082 --> 00:28:27,050 - I'll scoop. - You wanna scoop. Okay. 778 00:28:27,084 --> 00:28:28,637 - So we're splitting the task? - Yes. 779 00:28:28,672 --> 00:28:29,811 - Yes. - All right. Cool. 780 00:28:29,846 --> 00:28:31,433 - We were lucky with this situation. 781 00:28:31,468 --> 00:28:33,504 If this health inspector would've shut us down, 782 00:28:33,539 --> 00:28:34,920 it would've blown everything. 783 00:28:34,954 --> 00:28:36,680 We would've done through all this process for nothing, 784 00:28:36,715 --> 00:28:39,510 had to turn around and go home, when really he just needed 785 00:28:39,545 --> 00:28:41,443 to hear that Anita knew what she was doing 786 00:28:41,478 --> 00:28:43,204 that one of us would serve 787 00:28:43,238 --> 00:28:44,792 and one of us would take money, 788 00:28:44,826 --> 00:28:47,104 so there would be no cross contamination. 789 00:28:47,139 --> 00:28:48,796 - Next time around, we definitely 790 00:28:48,830 --> 00:28:51,039 gotta do a better job. - Yes, sir. Appreciate it. 791 00:28:51,074 --> 00:28:52,938 - This is just not a good setup. 792 00:28:52,972 --> 00:28:53,939 - Okay. Thank you, sir. 793 00:28:53,973 --> 00:28:55,181 - Thank you. - All right. 794 00:28:55,216 --> 00:28:56,700 - But what I though was impressive 795 00:28:56,735 --> 00:28:59,358 was how well Anita adapted, but this was an issue, 796 00:28:59,392 --> 00:29:01,049 and this is something we gotta do better. 797 00:29:01,084 --> 00:29:03,362 ♪ 798 00:29:03,396 --> 00:29:04,984 - Right now, we have the rainbow, 799 00:29:05,019 --> 00:29:07,435 the cookies and cream and the banana split. 800 00:29:07,469 --> 00:29:08,954 - Banana split. Thank you. 801 00:29:08,988 --> 00:29:10,231 - You bet. Thank you. - Okay. 802 00:29:10,265 --> 00:29:12,267 - I've loved Dippin' Dots, like, all my life. 803 00:29:12,302 --> 00:29:13,475 - Have you ever tried Dippin' Dots before? 804 00:29:13,510 --> 00:29:14,787 - I have before, but it's only 805 00:29:14,822 --> 00:29:16,478 ever at amusement parks, so it's hard to-- 806 00:29:16,513 --> 00:29:18,066 It's always so rare that I get it. 807 00:29:18,101 --> 00:29:20,517 - Are Dippin' Dots popular? What do you hear at events? 808 00:29:20,551 --> 00:29:23,140 - Well, when I've gone to the catering events, they're like, 809 00:29:23,175 --> 00:29:24,970 "Oh, my God. Dippin' Dots!" 'Cause they're like, 810 00:29:25,004 --> 00:29:26,765 "We don't know when we're going to see this again, 811 00:29:26,799 --> 00:29:28,352 so we need to buy it now." 812 00:29:28,387 --> 00:29:30,078 - They think it's a novelty-type of item. 813 00:29:30,113 --> 00:29:31,804 - They're like, "We drove two hours 814 00:29:31,839 --> 00:29:33,944 just to come here because they don't have this where we are." 815 00:29:33,979 --> 00:29:35,359 - Because a special experience. 816 00:29:35,394 --> 00:29:39,018 - Yeah. I feel like that if they put them in more malls, 817 00:29:39,053 --> 00:29:41,158 it'd really help expand our business. 818 00:29:41,193 --> 00:29:43,402 - Yeah. - Working behind the stand 819 00:29:43,436 --> 00:29:45,059 and seeing the families come up there 820 00:29:45,093 --> 00:29:46,612 and seeing the kids come up there 821 00:29:46,646 --> 00:29:48,579 and seeing their eyes get real big with Dippin' Dots 822 00:29:48,614 --> 00:29:50,029 you know, it really gave me a feeling 823 00:29:50,064 --> 00:29:52,307 of how much people love the brand. 824 00:29:52,342 --> 00:29:54,378 What I saw here today is this is our market. 825 00:29:54,413 --> 00:29:56,070 We should be doing a lot more of this. 826 00:29:56,104 --> 00:30:01,523 ♪ 827 00:30:01,558 --> 00:30:03,042 - I do do this full-time. 828 00:30:03,077 --> 00:30:06,321 I do Monday through Friday Dippin' Dots, 9 to 5, 829 00:30:06,356 --> 00:30:08,392 and then I also sell telephones as well. 830 00:30:08,427 --> 00:30:10,118 - What makes you need two jobs? 831 00:30:10,153 --> 00:30:12,949 - I wanna pay for, like, my school tuition. 832 00:30:12,983 --> 00:30:14,295 - Right. What are you going to school for? 833 00:30:14,329 --> 00:30:16,159 - I want to be a cosmetologist. 834 00:30:16,193 --> 00:30:17,574 - Oh, really? - Yeah. 835 00:30:17,608 --> 00:30:19,714 I want to look into-- you know, like, the survivors, 836 00:30:19,748 --> 00:30:22,717 like, they have things wrong or burns or something. 837 00:30:22,751 --> 00:30:23,856 - Uh-huh. - I want to be able to, like, 838 00:30:23,891 --> 00:30:25,478 transform their face for them. 839 00:30:25,513 --> 00:30:27,135 - Oh, really? - Yeah. 840 00:30:27,170 --> 00:30:31,381 I liked school, but then I kind of dropped out for two years 841 00:30:31,415 --> 00:30:34,487 because my brother, he went away for some time, 842 00:30:34,522 --> 00:30:35,972 and he had three kids. 843 00:30:36,006 --> 00:30:37,939 - Oh, no. - So I had to drop out 844 00:30:37,974 --> 00:30:39,147 to take care of them 845 00:30:39,182 --> 00:30:40,217 or they were going to into foster care. 846 00:30:40,252 --> 00:30:41,322 - Take care of your brother's kids? 847 00:30:41,356 --> 00:30:42,702 - Yeah, because I didn't want them 848 00:30:42,737 --> 00:30:44,532 to get separated in foster care. 849 00:30:44,566 --> 00:30:48,053 - Yeah. For her to take care of her brother's kids 850 00:30:48,087 --> 00:30:50,572 and have to drop out of school just shows her care 851 00:30:50,607 --> 00:30:51,884 for others over herself, 852 00:30:51,919 --> 00:30:53,472 and she's just a very special girl. 853 00:30:53,506 --> 00:30:54,818 Do you have a big family? 854 00:30:54,853 --> 00:30:59,443 - No. I had only a brother and me. 855 00:30:59,478 --> 00:31:00,548 I was adopted. 856 00:31:00,582 --> 00:31:02,205 - Oh, I was adopted too. - Yeah? 857 00:31:02,239 --> 00:31:03,447 - Uh-huh. - Did you, like, 858 00:31:03,482 --> 00:31:05,760 know all your life, or-- - I knew all my life, 859 00:31:05,794 --> 00:31:10,040 but I just met my biological mother when I was 25. 860 00:31:10,075 --> 00:31:11,628 She came and found me. 861 00:31:11,662 --> 00:31:14,527 - She found you? - Yeah, it felt pretty surreal. 862 00:31:14,562 --> 00:31:17,496 What about you? - I never met my real parents. 863 00:31:17,530 --> 00:31:20,223 I didn't know I was adopted until I was 18. 864 00:31:20,257 --> 00:31:21,603 - Still close to your mom? 865 00:31:21,638 --> 00:31:23,778 - Well, it took me a while to find my way back 866 00:31:23,812 --> 00:31:25,159 to her because-- - Who you are-- 867 00:31:25,193 --> 00:31:27,023 - You feel like you don't know who you are anymore. 868 00:31:27,057 --> 00:31:28,472 - Who you are, right. 869 00:31:28,507 --> 00:31:29,473 When she talked about the adoption, 870 00:31:29,508 --> 00:31:30,750 it really hit me. 871 00:31:30,785 --> 00:31:31,959 You know, I could tell that it was a moment 872 00:31:31,993 --> 00:31:33,926 that had a really big impact on her life, 873 00:31:33,961 --> 00:31:35,721 and I could relate with my adoption, 874 00:31:35,755 --> 00:31:37,240 so it almost felt like 875 00:31:37,274 --> 00:31:40,070 a really strong emotional connection to me. 876 00:31:40,105 --> 00:31:42,348 - You just put your hand underneath there. 877 00:31:42,383 --> 00:31:43,694 Yeah. 878 00:31:44,937 --> 00:31:45,938 - How did I do? 879 00:31:45,973 --> 00:31:47,319 - You did perfect. - Really? 880 00:31:47,353 --> 00:31:49,321 - You got great potential. - I appreciate that. 881 00:31:49,355 --> 00:31:52,289 - I'll give a good reference. - Okay. I appreciate that. 882 00:31:52,324 --> 00:31:54,567 This was everything Dippin' Dots is about. 883 00:31:54,602 --> 00:31:56,984 Events could be a big part in Dippin' Dots' future. 884 00:31:57,018 --> 00:31:59,987 But this part of the operation needs to be better organized. 885 00:32:04,888 --> 00:32:07,028 ♪ 886 00:32:07,063 --> 00:32:10,342 Spending a week undercover, there's a lot I need to do. 887 00:32:10,376 --> 00:32:13,414 What shocked me the most was learning about our safety 888 00:32:13,448 --> 00:32:15,416 and about the stress our employees are going through. 889 00:32:15,450 --> 00:32:17,107 We got to do something about it. 890 00:32:17,142 --> 00:32:20,628 Meeting my employees undercover has changed my life, 891 00:32:20,662 --> 00:32:22,630 and I'm hoping that I can change theirs. 892 00:32:24,873 --> 00:32:26,358 ♪ 893 00:32:26,392 --> 00:32:28,981 I'm so excited to finally see all my employees today 894 00:32:29,016 --> 00:32:32,571 and tell them who I really am. 895 00:32:32,605 --> 00:32:34,159 They think that they are traveling 896 00:32:34,193 --> 00:32:35,954 to our headquarters in Paducah 897 00:32:35,988 --> 00:32:38,957 to discuss how I performed during my time with them. 898 00:32:38,991 --> 00:32:42,270 - What are you guys doing here? - I don't know. 899 00:32:42,305 --> 00:32:46,343 I'm kind of as confused as you. - I'm about to break cover 900 00:32:46,378 --> 00:32:48,276 and tell my employees that I'm not Brad. 901 00:32:48,311 --> 00:32:50,865 I'm Scott Fischer, CEO of Dippin' Dots, 902 00:32:50,899 --> 00:32:52,798 and they're on "Undercover Boss." 903 00:32:52,832 --> 00:32:59,839 ♪ 904 00:33:05,397 --> 00:33:07,675 Hey, man. - What's going on, bud? 905 00:33:07,709 --> 00:33:10,850 - Do you recognize me? - No! [laughs] 906 00:33:10,885 --> 00:33:12,507 - You do look familiar. 907 00:33:12,542 --> 00:33:14,164 - Brad? - Yeah. 908 00:33:14,199 --> 00:33:15,717 - Oh, my God! - Yes. 909 00:33:15,752 --> 00:33:17,685 My real name is Scott Fischer. 910 00:33:17,719 --> 00:33:19,307 - Okay. - You're not Brad? 911 00:33:19,342 --> 00:33:22,621 - I'm not Brad. I'm the CEO of Dippin' Dots. 912 00:33:22,655 --> 00:33:25,106 Yeah, all 50 states and 14 countries, 913 00:33:25,141 --> 00:33:26,556 and you're on "Undercover Boss." 914 00:33:26,590 --> 00:33:31,457 - You look so different. - Oh, my gosh. 915 00:33:31,492 --> 00:33:34,081 announcer: Coming up... - I'm really gonna cry. 916 00:33:34,115 --> 00:33:36,497 announcer: The employees' lives are changed forever. 917 00:33:36,531 --> 00:33:37,946 - That's awesome. - I'm trying 918 00:33:37,981 --> 00:33:39,465 to keep it together, I'm sorry. 919 00:33:50,166 --> 00:33:52,720 - Amber, I guess the cat's out of the bag with us. 920 00:33:52,754 --> 00:33:54,446 - I guess so. 921 00:33:54,480 --> 00:33:57,138 - Working with you was a very special experience for me. 922 00:33:57,173 --> 00:33:59,037 You brought up a lot of good points, 923 00:33:59,071 --> 00:34:01,177 like, safety was a big one. - Yeah. 924 00:34:01,211 --> 00:34:02,454 - 'Cause it was slippery in there. 925 00:34:02,488 --> 00:34:03,938 - Mm-hmm. - I'ma to make sure 926 00:34:03,972 --> 00:34:06,009 that everyone on the production line 927 00:34:06,044 --> 00:34:08,011 has better boots. 928 00:34:08,046 --> 00:34:10,393 - That's good. That's good. They'll like that. 929 00:34:10,427 --> 00:34:13,085 - We're also dealing with visibility, right, the fog? 930 00:34:13,120 --> 00:34:14,673 - Yes. - So over the next two years, 931 00:34:14,707 --> 00:34:16,951 I'm going to spend a quarter of a million dollars 932 00:34:16,985 --> 00:34:19,747 to improve our ventilation systems to reduce the fog. 933 00:34:19,781 --> 00:34:20,955 - Well, that's really nice. 934 00:34:20,989 --> 00:34:23,716 I think that will help out tremendously. 935 00:34:23,751 --> 00:34:24,924 - Well, it seems like you have a lot of drive 936 00:34:24,959 --> 00:34:26,305 and loyalty to the company. 937 00:34:26,340 --> 00:34:28,583 - I do. I do anything I can to help the company out, 938 00:34:28,618 --> 00:34:30,827 plus you get all the Dippin' Dots you could eat. 939 00:34:30,861 --> 00:34:32,242 - Eat for free. - Yeah. 940 00:34:32,277 --> 00:34:35,245 - I was extremely impressed working with you that day. 941 00:34:35,280 --> 00:34:36,833 - Well, thank you. I appreciate that. 942 00:34:36,867 --> 00:34:40,492 I don't think anybody has ever said that to me. 943 00:34:40,526 --> 00:34:43,598 - I'm just thankful for your dedication to the company 944 00:34:43,633 --> 00:34:45,462 and your loyalty to the company. 945 00:34:45,497 --> 00:34:48,465 One thing I noticed was you're a really hard worker, 946 00:34:48,500 --> 00:34:50,778 so I want to offer you a promotion 947 00:34:50,812 --> 00:34:52,952 find out production utility operator. 948 00:34:54,092 --> 00:34:56,266 - That's a lot. - That is a lot. 949 00:34:56,301 --> 00:34:57,923 It'll be increased responsibility, 950 00:34:57,957 --> 00:35:00,546 but also an increased annual salary. 951 00:35:00,581 --> 00:35:01,582 - Oh, wow. - Yeah. 952 00:35:01,616 --> 00:35:02,859 How does that make you feel? 953 00:35:02,893 --> 00:35:04,309 - That makes me feel a little bit better. 954 00:35:04,343 --> 00:35:06,034 - Yeah, I can tell. 955 00:35:09,072 --> 00:35:10,556 You're always focusing on work. 956 00:35:10,591 --> 00:35:12,110 - I am. - You have a lot of drive 957 00:35:12,144 --> 00:35:14,836 but probably not too much time to take off. 958 00:35:14,871 --> 00:35:16,769 - No. - I'm also giving you 959 00:35:16,804 --> 00:35:18,633 an all-expense-paid vacation 960 00:35:18,668 --> 00:35:22,982 to a five-star resort on the Texas-Mexico border 961 00:35:23,017 --> 00:35:25,916 valued around 10,000, and I have a chartered plane-- 962 00:35:25,951 --> 00:35:27,746 - Shut up. - That's going to fly you 963 00:35:27,780 --> 00:35:29,230 and three others out there. 964 00:35:29,265 --> 00:35:30,473 - That's awesome. - Yeah. 965 00:35:30,507 --> 00:35:31,715 - I'm gonna cry. - And that way you can 966 00:35:31,750 --> 00:35:33,027 just get out there. 967 00:35:33,061 --> 00:35:34,270 - Don't make me cry. I'm not going to cry. 968 00:35:34,304 --> 00:35:35,926 - You can cry. - I'll ruin my makeup. 969 00:35:35,961 --> 00:35:38,170 - It's okay. - I'm really going cry. 970 00:35:38,205 --> 00:35:40,345 ♪ 971 00:35:40,379 --> 00:35:47,179 [sighs] It means a lot, 'cause I do work my butt off. 972 00:35:47,214 --> 00:35:49,423 It's nice to actually have somebody appreciate 973 00:35:49,457 --> 00:35:51,114 the hard work that we do. 974 00:35:51,149 --> 00:35:52,702 It really is. 975 00:35:52,736 --> 00:35:56,913 A promotion, more money, better life, a vacation? 976 00:35:56,947 --> 00:35:59,847 It's awesome. I never expected this at all. 977 00:36:01,124 --> 00:36:03,885 - Anita, it was so great to work with you that day. 978 00:36:03,920 --> 00:36:05,508 I loved being around your spirit 979 00:36:05,542 --> 00:36:07,613 and your bubbly personality. 980 00:36:07,648 --> 00:36:09,477 Even when the health inspector came over, 981 00:36:09,512 --> 00:36:11,272 I thought he was going to shut us down for a little while, 982 00:36:11,307 --> 00:36:12,860 but you handled it very well. 983 00:36:12,894 --> 00:36:14,413 - Thank you. - You were calm, 984 00:36:14,448 --> 00:36:17,796 and you were collected, and you know what needed to be fixed. 985 00:36:17,830 --> 00:36:19,832 - Are you still adopted though? - I am adopted. 986 00:36:19,867 --> 00:36:22,007 - Okay. That's why I got close to you. 987 00:36:22,041 --> 00:36:24,216 - That was one time I actually broke character 988 00:36:24,251 --> 00:36:26,322 because I felt that strong connection. 989 00:36:26,356 --> 00:36:29,152 - Oh, my God. It's just overwhelming. 990 00:36:29,187 --> 00:36:30,843 - One of the things that you mentioned 991 00:36:30,878 --> 00:36:32,673 was your love for makeup 992 00:36:32,707 --> 00:36:36,711 and how you wanted to provide makeup for women with scars, 993 00:36:36,746 --> 00:36:38,851 so I want to personally pay for your school 994 00:36:38,886 --> 00:36:41,820 for $10,000... 995 00:36:41,854 --> 00:36:43,028 to go to makeup school 996 00:36:43,062 --> 00:36:44,305 - No, you don't have to do that. 997 00:36:44,340 --> 00:36:46,514 - Yes, I know. I want to pay for your school. 998 00:36:46,549 --> 00:36:48,999 - Oh, my God. 999 00:36:49,034 --> 00:36:50,311 - Once you finish school, 1000 00:36:50,346 --> 00:36:53,211 you are gonna have your own business with makeup, 1001 00:36:53,245 --> 00:36:54,867 it's going to take start-up capital, 1002 00:36:54,902 --> 00:36:56,869 so I also want to start a fund 1003 00:36:56,904 --> 00:37:00,252 and provide you $25,000 to start your business. 1004 00:37:00,287 --> 00:37:02,944 ♪ 1005 00:37:02,979 --> 00:37:06,051 - Why? - Because you're a good person. 1006 00:37:06,085 --> 00:37:08,018 You have compassion. You have a bubbly spirit. 1007 00:37:08,053 --> 00:37:09,675 It's a blessing for me to have the opportunity 1008 00:37:09,710 --> 00:37:10,952 to do something nice for you. 1009 00:37:10,987 --> 00:37:12,885 - Can I give you a hug? - Yes, absolutely. 1010 00:37:14,232 --> 00:37:17,165 - I never had anything done for me like this. 1011 00:37:17,200 --> 00:37:21,653 I feel shaky 'cause I don't think thank you-- 1012 00:37:21,687 --> 00:37:23,827 thank you covers it. 1013 00:37:23,862 --> 00:37:25,243 - Brandon, I tell you, 1014 00:37:25,277 --> 00:37:27,245 I don't think I could work in that cold every day. 1015 00:37:27,279 --> 00:37:29,108 - It's brutal in there sometimes. 1016 00:37:29,143 --> 00:37:30,972 - I appreciate all the perspectives and feedback 1017 00:37:31,007 --> 00:37:32,250 you provided to me. 1018 00:37:32,284 --> 00:37:34,079 I wanted to make sure that your voice is heard 1019 00:37:34,113 --> 00:37:37,289 and the voices are heard of all your team members around you. 1020 00:37:37,324 --> 00:37:40,258 - I think every worker wants to feel appreciated 1021 00:37:40,292 --> 00:37:41,500 for what they do. 1022 00:37:41,535 --> 00:37:44,503 We want a system that promotes hard work. 1023 00:37:44,538 --> 00:37:45,780 - And that's what I want. 1024 00:37:45,815 --> 00:37:47,403 We're going to provide training for managers 1025 00:37:47,437 --> 00:37:49,784 so they know how to properly evaluate bonuses. 1026 00:37:49,819 --> 00:37:52,304 We're going to allocate $300,000, 1027 00:37:52,339 --> 00:37:53,892 and we're going to provide bonuses 1028 00:37:53,926 --> 00:37:56,308 to all of our 220 employees here-- 1029 00:37:56,343 --> 00:37:57,758 - That's awesome. - Which for some 1030 00:37:57,792 --> 00:38:00,416 will go up to $8,000, 1031 00:38:00,450 --> 00:38:02,245 and that's coming from your feedback. 1032 00:38:02,280 --> 00:38:03,798 - That's awesome. - So you'll be the popular guy 1033 00:38:03,833 --> 00:38:05,006 in the locker room. 1034 00:38:05,041 --> 00:38:08,941 - Yeah. That's awesome. Man, thanks. 1035 00:38:08,976 --> 00:38:12,013 - And in addition to that, my annual bonus, 1036 00:38:12,048 --> 00:38:15,327 around $15,000, I'm going to give that to you, man. 1037 00:38:15,362 --> 00:38:16,535 - Seriously? - I am. 1038 00:38:16,570 --> 00:38:17,950 - That's great. - To show my appreciation. 1039 00:38:17,985 --> 00:38:19,642 - That's awesome, man. - I appreciate your work. 1040 00:38:19,676 --> 00:38:21,747 - I appreciate it, man, seriously. Appreciate it. 1041 00:38:21,782 --> 00:38:24,474 - For everybody to get a bonus out of it is great. 1042 00:38:24,509 --> 00:38:27,374 We are appreciated here. They do care. 1043 00:38:27,408 --> 00:38:30,308 It wasn't just about me. It was about them too. 1044 00:38:32,448 --> 00:38:33,828 - Bailey, I was so impressed 1045 00:38:33,863 --> 00:38:36,244 with how you managed all those 14 stands. 1046 00:38:36,279 --> 00:38:38,143 - That's so nice. Thank you. 1047 00:38:38,177 --> 00:38:39,386 - You and I heard a lot of complaints 1048 00:38:39,420 --> 00:38:41,111 from customers on pricing, 1049 00:38:42,112 --> 00:38:43,976 and we would like you to do with that 1050 00:38:44,011 --> 00:38:47,083 is to come with us to the CEO of Kentucky Kingdom, 1051 00:38:47,117 --> 00:38:48,671 talk him about it and present it to him, 1052 00:38:48,705 --> 00:38:53,331 that way the ideas that you had can be used to help the brand. 1053 00:38:53,365 --> 00:38:55,229 - I'd love to do that. 1054 00:38:55,263 --> 00:38:56,679 - So your brother is the inspiration. 1055 00:38:56,713 --> 00:38:59,406 - Yeah, he is. He always will be. 1056 00:38:59,440 --> 00:39:03,202 - So after that painful and tragic part 1057 00:39:03,237 --> 00:39:05,170 of your life and your family's life, 1058 00:39:05,204 --> 00:39:07,931 you still managed 60 employees, 14 locations, 1059 00:39:07,966 --> 00:39:10,451 work three jobs while going to school and doing clinicals. 1060 00:39:10,486 --> 00:39:12,522 - Yeah. - All while you're 19. 1061 00:39:12,557 --> 00:39:14,282 - I've always had a work ethic, 1062 00:39:14,317 --> 00:39:15,939 and that's something he always prided me on. 1063 00:39:15,974 --> 00:39:17,665 I have text messages still from him 1064 00:39:17,700 --> 00:39:18,908 that I read from time to time. 1065 00:39:18,942 --> 00:39:20,012 - Yeah. - He's like, 1066 00:39:20,047 --> 00:39:21,220 "I don't know how you do it, sis." 1067 00:39:21,255 --> 00:39:22,394 That's what he would always say to me. 1068 00:39:22,429 --> 00:39:23,878 - And you're also going to school, right? 1069 00:39:23,913 --> 00:39:26,053 - Yeah, I wanna be a nurse. 1070 00:39:26,087 --> 00:39:27,848 - All that's probably a financial burden too, 1071 00:39:27,882 --> 00:39:29,677 so over the next 2 years, 1072 00:39:29,712 --> 00:39:33,440 I want to cover $20,000 of your living expenses 1073 00:39:33,474 --> 00:39:36,581 as you continue in nursing school. 1074 00:39:36,615 --> 00:39:38,410 - Are you serious? Thank you so much. 1075 00:39:38,445 --> 00:39:40,378 Can I give you a hug? - Yes. Of course you can. 1076 00:39:40,412 --> 00:39:42,414 - Thank you so much. 1077 00:39:42,449 --> 00:39:43,864 I don't know. I don't really have any words 1078 00:39:43,898 --> 00:39:46,038 for you right now. 1079 00:39:46,073 --> 00:39:47,039 I'm just speechless, 1080 00:39:47,074 --> 00:39:49,490 and I'm shaking really bad. 1081 00:39:49,525 --> 00:39:52,700 - I know how important family is to you 1082 00:39:52,735 --> 00:39:54,530 and how big of a piece it is to your life. 1083 00:39:54,564 --> 00:39:57,222 - Yeah, we were definitely always there for each other. 1084 00:39:57,774 --> 00:39:59,535 - So I also wanted to provide you 1085 00:39:59,569 --> 00:40:02,192 with a luxury vacation on my private jet 1086 00:40:03,055 --> 00:40:06,438 to Universal Hollywood for you and your whole family. 1087 00:40:06,473 --> 00:40:08,336 - [exhales] 1088 00:40:08,371 --> 00:40:12,099 Thank you so much. 1089 00:40:12,133 --> 00:40:14,170 No one's ever given me really anything, you know, 1090 00:40:14,688 --> 00:40:17,967 other than just a birthday present or something like that. 1091 00:40:18,001 --> 00:40:20,314 I'm trying to keep it together. I'm sorry. 1092 00:40:20,348 --> 00:40:23,938 My mom, she's been through a lot. 1093 00:40:23,973 --> 00:40:27,597 She's going to really appreciate it, for sure. 1094 00:40:27,632 --> 00:40:30,738 - So I wanted to do some for your brother 1095 00:40:30,773 --> 00:40:32,360 in the memory of his name, 1096 00:40:32,395 --> 00:40:35,605 so I created the Devin Webb Foundation. 1097 00:40:35,640 --> 00:40:36,710 - [gasps] 1098 00:40:36,744 --> 00:40:39,471 ♪ 1099 00:40:39,506 --> 00:40:41,680 I'm shaking so bad. 1100 00:40:41,715 --> 00:40:46,789 ♪ 1101 00:40:46,823 --> 00:40:49,792 - And I'm going to pledge $20,000 to it, 1102 00:40:49,826 --> 00:40:52,001 and we're gonna be fundraising and campaigning 1103 00:40:52,035 --> 00:40:54,003 over the next year in his name, 1104 00:40:54,037 --> 00:40:56,799 and we want you to be the face of the foundation... 1105 00:40:58,594 --> 00:41:01,597 to fight against heart disease in the name of your brother. 1106 00:41:03,357 --> 00:41:05,014 - My mom is gonna freak out. 1107 00:41:05,048 --> 00:41:07,499 Oh, my goodness. Thank you so much. 1108 00:41:07,534 --> 00:41:09,432 I don't know what to say. This is a lot. 1109 00:41:09,467 --> 00:41:10,847 - Nothing. The same way your brother 1110 00:41:10,882 --> 00:41:13,850 was an inspiration to me, you're an inspiration to me. 1111 00:41:13,885 --> 00:41:17,267 - I just hope I can talk to you again one day and say, 1112 00:41:17,302 --> 00:41:19,649 "Hey, I'm a nurse." And I just hope that you see 1113 00:41:19,684 --> 00:41:22,825 that I really will be all these things that I want to be. 1114 00:41:22,859 --> 00:41:24,343 - I know you will. - Thank you. 1115 00:41:24,378 --> 00:41:27,519 - And I know you'll call. - I wish my brother here. 1116 00:41:27,554 --> 00:41:28,900 He would just be jumping up and down. 1117 00:41:28,934 --> 00:41:31,834 He would just tell me how much it was my hard work 1118 00:41:31,868 --> 00:41:34,284 and stuff that got me to where I am today. 1119 00:41:34,319 --> 00:41:36,390 - Hello? - Hey, Mom, they are going 1120 00:41:36,424 --> 00:41:39,531 to start a foundation in Devin's name. 1121 00:41:39,566 --> 00:41:42,430 - [crying] His life is gonna be carried on. 1122 00:41:42,465 --> 00:41:45,364 - And he donated $20,000 to that. 1123 00:41:45,399 --> 00:41:48,989 - I mean, being his mother, it is so wonderful. 1124 00:41:49,023 --> 00:41:50,542 His memory is gonna be forever, 1125 00:41:50,577 --> 00:41:52,544 and that's just so special. Thank you. 1126 00:41:52,579 --> 00:41:56,652 - I'm shaking really bad now. - I'm shaking really bad, too. 1127 00:41:56,686 --> 00:41:59,206 - Going undercover, I saw and heard things 1128 00:41:59,240 --> 00:42:00,656 that were tough to hear. 1129 00:42:00,690 --> 00:42:03,693 To me, that knowledge and wisdom is invaluable, 1130 00:42:03,728 --> 00:42:06,144 and having that information, gives me what I need 1131 00:42:06,178 --> 00:42:08,008 to drive the company forward. 1132 00:42:12,599 --> 00:42:19,606 ♪