1 00:00:03,034 --> 00:00:06,482 announcer: "Undercover Boss" is back. 2 00:00:06,517 --> 00:00:07,620 - Here's Bobby! 3 00:00:07,655 --> 00:00:09,206 - Oh, my... [laughter] 4 00:00:09,241 --> 00:00:11,344 - Whoa. This is ten times harder than the boardroom. 5 00:00:11,379 --> 00:00:12,034 Go. Ohh. 6 00:00:12,068 --> 00:00:13,413 - This is a disaster. 7 00:00:13,448 --> 00:00:16,931 I would never have found out if I wasn't undercover. 8 00:00:16,965 --> 00:00:19,034 announcer: The most devastating economic crisis 9 00:00:19,068 --> 00:00:23,827 for a generation has been tough on American business 10 00:00:23,862 --> 00:00:27,034 and even tougher on America's workforce. 11 00:00:27,068 --> 00:00:29,034 - We all had to take salary cuts. 12 00:00:29,068 --> 00:00:30,758 - How many firemen you think you down? 13 00:00:30,793 --> 00:00:33,517 - 15 just because of the pandemic. 14 00:00:33,551 --> 00:00:35,655 announcer: So there's never been a more important time 15 00:00:35,689 --> 00:00:38,448 to go undercover. 16 00:00:38,482 --> 00:00:39,448 This season... 17 00:00:39,482 --> 00:00:40,965 - Wah! 18 00:00:41,000 --> 00:00:42,482 - The toughest challenges... 19 00:00:42,517 --> 00:00:44,310 - This has gotta be the worst job in the restaurant. 20 00:00:44,344 --> 00:00:45,517 - It is. 21 00:00:45,551 --> 00:00:46,896 announcer: The biggest shocks... 22 00:00:46,931 --> 00:00:49,172 - I need to rethink everything that we're doing. 23 00:00:49,206 --> 00:00:51,827 - You broke so many rules. 24 00:00:51,862 --> 00:00:53,034 announcer: And the most dramatic 25 00:00:53,068 --> 00:00:54,310 life-changing rewards... 26 00:00:54,344 --> 00:00:55,793 - I mean, that's--that's the greatest thing 27 00:00:55,827 --> 00:00:57,103 you could ever do for me, man. 28 00:00:57,137 --> 00:00:59,413 announcer: In "Undercover Boss" history. 29 00:00:59,448 --> 00:01:03,137 - I need to break cover right now and shut this down. 30 00:01:03,172 --> 00:01:06,931 [dramatic music] 31 00:01:06,965 --> 00:01:08,586 announcer: Tonight... - The pancakes are burning. 32 00:01:08,620 --> 00:01:09,827 announcer: The chief people officer 33 00:01:09,862 --> 00:01:11,448 of a much-loved restaurant chain 34 00:01:11,482 --> 00:01:13,620 steps away from his corporate comforts... 35 00:01:13,655 --> 00:01:16,379 - Oh, my... announcer: To go undercover, 36 00:01:16,413 --> 00:01:18,793 alongside employees on the front line. 37 00:01:18,827 --> 00:01:19,896 - Give me the next one. 38 00:01:19,931 --> 00:01:21,517 - Ay-yi-yi. It's hot back here. 39 00:01:21,551 --> 00:01:24,551 announcer: He'll see how his decisions behind the scenes... 40 00:01:24,586 --> 00:01:26,862 - I had to make a choice to lay off 50% of our staff. 41 00:01:26,896 --> 00:01:29,206 announcer: Are affecting those on the shop floor. 42 00:01:29,241 --> 00:01:30,724 - We gotta, like, keep moving it. 43 00:01:30,758 --> 00:01:32,275 Just--there's just not enough workers. 44 00:01:32,310 --> 00:01:33,275 - That's my fault. 45 00:01:33,310 --> 00:01:34,862 - Ooh. - Oh, dear. 46 00:01:34,896 --> 00:01:36,310 - Sorry. 47 00:01:36,344 --> 00:01:38,241 announcer: He'll uncover surprising secrets... 48 00:01:38,275 --> 00:01:39,965 - This is not gonna work. Waste of time. 49 00:01:40,000 --> 00:01:41,793 announcer: And alarming flaws... 50 00:01:41,827 --> 00:01:43,586 - I'm sorry. We're just trying to fix it. 51 00:01:43,620 --> 00:01:45,000 - It's ridiculous. 52 00:01:45,033 --> 00:01:47,517 announcer: Before transforming lives forever. 53 00:01:47,551 --> 00:01:49,172 - Thank you. Thank you. A million times, thank you. 54 00:01:49,206 --> 00:01:53,103 announcer: All this next on "Undercover Boss." 55 00:01:53,137 --> 00:01:58,482 - Oh! Let's just say that I miss my office job right now. 56 00:01:58,517 --> 00:02:01,551 [rock music] 57 00:02:01,586 --> 00:02:05,275 ♪ 58 00:02:05,310 --> 00:02:06,482 My name is Warren Boone. 59 00:02:06,517 --> 00:02:10,550 I'm the chief people officer for Coco's. 60 00:02:10,586 --> 00:02:13,965 Coco's is a restaurant chain serving all-American food 61 00:02:14,000 --> 00:02:17,448 combined with a bakery famous for its pies. 62 00:02:17,482 --> 00:02:20,379 We sell over 300,000 pies every year. 63 00:02:20,413 --> 00:02:22,689 That's our primary signature item. 64 00:02:22,724 --> 00:02:28,137 Good recipes, good people equal good pies. 65 00:02:28,172 --> 00:02:30,517 As chief people officer I'm responsible for everything 66 00:02:30,551 --> 00:02:32,275 that has to do with the people, 67 00:02:32,310 --> 00:02:36,000 from hiring to firing to training. 68 00:02:36,034 --> 00:02:38,310 And what I love about our company 69 00:02:38,344 --> 00:02:40,241 is that we have team members 70 00:02:40,275 --> 00:02:44,930 that have stayed for the long-term, 30-plus years. 71 00:02:44,965 --> 00:02:47,172 Well, Coco's started back in 1948. 72 00:02:47,206 --> 00:02:49,172 It was originally called the Snack Shop. 73 00:02:49,206 --> 00:02:51,344 There was a man named John McIntosh 74 00:02:51,379 --> 00:02:53,724 who bought the Snack Shop and expanded it, 75 00:02:53,758 --> 00:02:54,862 and then after a period of time 76 00:02:54,896 --> 00:02:57,172 ended up changing the name over to Coco's, 77 00:02:57,206 --> 00:03:00,000 and continued to build the brand out from there. 78 00:03:00,034 --> 00:03:02,896 - So come into Coco's and win. 79 00:03:02,931 --> 00:03:05,344 [upbeat music] 80 00:03:05,379 --> 00:03:08,862 announcer: At the height of its popularity in the 1990s, 81 00:03:08,896 --> 00:03:12,862 Coco's had over 300 restaurants, 10,000 employees, 82 00:03:12,896 --> 00:03:18,103 and an annual revenue of $550 million. 83 00:03:18,137 --> 00:03:19,931 But over the next 20 years, 84 00:03:19,965 --> 00:03:23,206 a decline in casual dining hit the company hard 85 00:03:23,241 --> 00:03:28,689 resulting in the closure of 90% of their restaurants. 86 00:03:28,724 --> 00:03:30,068 - Hey, everybody. 87 00:03:30,103 --> 00:03:31,655 In 2018 a new company, 88 00:03:31,689 --> 00:03:33,241 Shari's Management Corporation, 89 00:03:33,275 --> 00:03:35,689 took over with a plan to modernize 90 00:03:35,724 --> 00:03:39,310 to attract a younger generation of customers. 91 00:03:39,344 --> 00:03:42,275 But in March 2020... 92 00:03:42,310 --> 00:03:44,965 disaster struck. 93 00:03:45,000 --> 00:03:47,413 I came on board with Coco's in the middle of the pandemic. 94 00:03:47,448 --> 00:03:51,448 It was a challenging time to join a company for sure. 95 00:03:51,482 --> 00:03:54,241 I had to make a choice to lay off 50% of our staff. 96 00:03:54,275 --> 00:03:56,586 It was an extremely difficult decision. 97 00:03:56,620 --> 00:03:58,067 Very stressful. 98 00:03:58,103 --> 00:04:00,448 And our company has suffered a lot since then 99 00:04:00,482 --> 00:04:03,137 as we just tried to stay alive 100 00:04:03,172 --> 00:04:05,655 as people have had to work harder, work longer, 101 00:04:05,689 --> 00:04:10,034 do jobs that they didn't do before. 102 00:04:10,068 --> 00:04:12,275 Coming out of COVID, as we started to open up 103 00:04:12,310 --> 00:04:14,896 we've reached back out to the team members 104 00:04:14,931 --> 00:04:16,930 to get them back into the restaurants. 105 00:04:16,964 --> 00:04:19,067 And what we found is that not all of them 106 00:04:19,103 --> 00:04:20,481 are willing to come back. 107 00:04:20,517 --> 00:04:22,517 They've found other opportunities. 108 00:04:22,551 --> 00:04:26,931 And simply put, if we don't have great team members, 109 00:04:26,965 --> 00:04:28,241 the company won't survive, 110 00:04:28,275 --> 00:04:30,137 resulting in us shitting the doors. 111 00:04:30,172 --> 00:04:32,379 And I'm not gonna let that happen on my watch. 112 00:04:32,413 --> 00:04:34,931 [upbeat music] 113 00:04:34,965 --> 00:04:36,379 - Do you think people are gonna recognize you? 114 00:04:36,413 --> 00:04:38,172 - I don't think anybody will recognize me. 115 00:04:38,206 --> 00:04:40,103 They're gonna think I'm Brad Bonzer, 116 00:04:40,137 --> 00:04:44,137 an outdoor trail guide from western Colorado. 117 00:04:44,172 --> 00:04:45,655 [dramatic music] 118 00:04:45,689 --> 00:04:46,931 As chief people officer 119 00:04:46,965 --> 00:04:48,379 it's important that I go undercover, 120 00:04:48,413 --> 00:04:51,620 because I was forced to make difficult decisions 121 00:04:51,655 --> 00:04:54,275 on staffing in the restaurants. 122 00:04:54,310 --> 00:04:56,344 I need to be able to see firsthand 123 00:04:56,379 --> 00:04:58,137 what our employees are dealing with now, 124 00:04:58,172 --> 00:05:01,310 and how we can make things better for them. 125 00:05:01,344 --> 00:05:04,689 I believe we can take this brand out of the danger zone 126 00:05:04,724 --> 00:05:06,379 and on to the next level. 127 00:05:06,413 --> 00:05:11,862 ♪ 128 00:05:13,068 --> 00:05:14,034 - What do we think? 129 00:05:14,068 --> 00:05:17,413 all: Oh! 130 00:05:17,448 --> 00:05:19,827 - Look at the hair! - Oh, my... 131 00:05:19,862 --> 00:05:22,068 - No one is gonna recognize you. 132 00:05:22,103 --> 00:05:23,206 - Okay. 133 00:05:23,241 --> 00:05:26,034 - Oh, I'll close my eyes for a minute. 134 00:05:26,068 --> 00:05:27,724 I love you. 135 00:05:27,758 --> 00:05:29,793 - Our employees will think they're on a documentary 136 00:05:29,827 --> 00:05:32,206 about starting over in a new career, 137 00:05:32,241 --> 00:05:35,241 and they have no idea it's "Undercover Boss." 138 00:05:35,275 --> 00:05:36,689 - Make us proud. - Bye. 139 00:05:36,724 --> 00:05:38,172 - Bye. - Bye-bye. 140 00:05:38,206 --> 00:05:40,689 I need to go undercover now and tackle our problems 141 00:05:40,724 --> 00:05:42,034 before it's too late. 142 00:05:42,068 --> 00:05:44,862 Our company's survival is at stake. 143 00:05:48,000 --> 00:05:50,965 [upbeat music] 144 00:05:51,000 --> 00:05:53,620 ♪ 145 00:05:53,655 --> 00:05:55,655 When it comes to making sure that our guests 146 00:05:55,689 --> 00:05:57,896 are getting the best possible experiences, 147 00:05:57,931 --> 00:06:00,517 it all comes down to our servers. 148 00:06:00,551 --> 00:06:03,931 I expect our servers to provide great personal, 149 00:06:03,965 --> 00:06:05,655 warm service, but I've had to make 150 00:06:05,689 --> 00:06:08,241 some tough decisions on staffing... 151 00:06:08,275 --> 00:06:10,206 - I've been good. How about you? 152 00:06:10,241 --> 00:06:13,862 - Leaving restaurants potentially understaffed. 153 00:06:13,896 --> 00:06:15,586 So today I'm working with Amanda, 154 00:06:15,620 --> 00:06:17,931 who is a server at our San Pedro location, 155 00:06:17,965 --> 00:06:19,827 'cause I want to find out firsthand how some of 156 00:06:19,862 --> 00:06:24,000 my choices have affected her life and the business. 157 00:06:24,034 --> 00:06:27,034 ♪ 158 00:06:27,068 --> 00:06:30,034 [quirky music] 159 00:06:30,068 --> 00:06:33,137 ♪ 160 00:06:33,172 --> 00:06:34,448 - Hello. Welcome. 161 00:06:34,482 --> 00:06:36,034 - I'm here to see Amanda. - That's me. 162 00:06:36,068 --> 00:06:37,137 - Oh. I'm Brad. 163 00:06:37,172 --> 00:06:38,137 - Oh, nice to meet you. - Yeah. 164 00:06:38,172 --> 00:06:39,517 - Amanda. - Nice to meet you. Yes. 165 00:06:39,551 --> 00:06:41,965 - Okay. I believe I'm gonna be training you today. 166 00:06:42,000 --> 00:06:43,620 I have a uniform for you that we can put on. 167 00:06:43,655 --> 00:06:45,206 Let me grab it for you really quick. 168 00:06:45,241 --> 00:06:48,206 [upbeat music] 169 00:06:48,241 --> 00:06:51,275 ♪ 170 00:06:51,310 --> 00:06:52,862 Are you ready to start, Brad? 171 00:06:52,896 --> 00:06:54,103 - All right. - All right. 172 00:06:54,137 --> 00:06:56,034 We're gonna go ahead and go over here to 24. 173 00:06:56,068 --> 00:06:58,689 Gonna show you how we'll take their order. 174 00:06:58,724 --> 00:07:00,448 Are we all ready to order over here, folks? 175 00:07:00,482 --> 00:07:01,862 - Can I have the toast and jam, please? 176 00:07:01,896 --> 00:07:03,413 - Would you like sourdough, whole wheat, or rye? 177 00:07:03,448 --> 00:07:04,586 - Sourdough. 178 00:07:04,620 --> 00:07:05,793 - I'll get the fresh strawberry waffle. 179 00:07:05,827 --> 00:07:06,862 - You got it. 180 00:07:06,896 --> 00:07:08,137 - How long have you worked here? 181 00:07:08,172 --> 00:07:10,000 - I've worked here for almost three years. 182 00:07:10,034 --> 00:07:11,034 - Three years? 183 00:07:11,068 --> 00:07:14,103 - So what did you do before this? 184 00:07:14,137 --> 00:07:17,344 - I had a business where I took different groups of people 185 00:07:17,379 --> 00:07:18,551 to climb mountains, 186 00:07:18,586 --> 00:07:20,068 and now I'm getting an opportunity 187 00:07:20,103 --> 00:07:23,379 to take a look at different career possibilities. 188 00:07:23,413 --> 00:07:27,000 When Amanda asked me about my past my heart started racing. 189 00:07:27,034 --> 00:07:29,103 Fortunately, I think I got away with it. 190 00:07:29,137 --> 00:07:31,379 - Okay. We got a new table on 23. 191 00:07:31,413 --> 00:07:34,793 - So I'm very relieved. 192 00:07:34,827 --> 00:07:37,103 Hello. Welcome to Coco's. 193 00:07:37,137 --> 00:07:38,896 Amanda immediately put me to work. 194 00:07:38,931 --> 00:07:42,034 - I'm gonna go ahead and get your Club 55 sirloin steak. 195 00:07:42,068 --> 00:07:43,586 - I'll have the country fried steak. 196 00:07:43,620 --> 00:07:45,068 - Of course you can. 197 00:07:45,103 --> 00:07:47,413 At this point, I feel like I'm pretty comfortable. 198 00:07:47,448 --> 00:07:49,344 The lady ordered a 55 sirloin. 199 00:07:49,379 --> 00:07:52,896 - Oh, sirloin? You have to ask, how does she like it cooked? 200 00:07:52,931 --> 00:07:54,137 Also, for the country fried steak, 201 00:07:54,172 --> 00:07:56,000 did he want the dinner or the breakfast one? 202 00:07:56,034 --> 00:07:59,172 - I think I messed up every single person's order. 203 00:07:59,206 --> 00:08:02,689 I'm so sorry. I should have asked you a few more questions. 204 00:08:02,724 --> 00:08:06,034 So, ma'am, on the 55 sirloin, how would you like that cooked? 205 00:08:06,068 --> 00:08:07,310 - Medium rare. 206 00:08:07,344 --> 00:08:09,275 - And then, sir, you had the country fried steak. 207 00:08:09,310 --> 00:08:10,586 - Yes. 208 00:08:10,620 --> 00:08:11,724 - Is that the breakfast or the dinner version? 209 00:08:11,758 --> 00:08:13,172 - Dinner. - Dinner version? 210 00:08:13,206 --> 00:08:14,586 I think I've got it covered. 211 00:08:14,620 --> 00:08:16,896 He wants the country fried steak, the dinner version. 212 00:08:16,931 --> 00:08:19,862 - The Club 55 or the regular? - Oh. 213 00:08:19,896 --> 00:08:21,551 - I think he needs to learn the menu more. 214 00:08:21,586 --> 00:08:23,965 He just needs a little bit more training. 215 00:08:24,000 --> 00:08:26,655 - Okay. So sorry. One more question. 216 00:08:26,689 --> 00:08:29,206 Would you like the Club 55 country fried steak? 217 00:08:29,241 --> 00:08:32,102 - No, no, no, the other... - All right. I got it. Thanks. 218 00:08:32,136 --> 00:08:33,206 I had to go back to that table 219 00:08:33,241 --> 00:08:35,517 I think three times to get it right. 220 00:08:35,551 --> 00:08:36,793 - Maybe you want to get a tray for this. 221 00:08:36,827 --> 00:08:38,000 - Okay. And I was thinking, great, 222 00:08:38,034 --> 00:08:41,309 this is a great way to start the shift. 223 00:08:41,344 --> 00:08:43,413 [together] Oh! 224 00:08:43,448 --> 00:08:44,896 - Sorry. 225 00:08:44,931 --> 00:08:47,172 I'm sorry. I'm so sorry. 226 00:08:47,206 --> 00:08:48,620 - You're good. Accidents happen. 227 00:08:48,655 --> 00:08:50,517 - I just dropped a tray of drinks. 228 00:08:50,551 --> 00:08:52,689 It was completely stressful. 229 00:08:52,724 --> 00:08:56,620 And I was just totally embarrassed. 230 00:08:56,655 --> 00:08:58,482 - It happens to everyone, you know? 231 00:08:58,517 --> 00:09:00,551 It's nothing to be embarrassed about. It happens. 232 00:09:00,586 --> 00:09:02,655 But I know exactly how he felt, because, like, 233 00:09:02,689 --> 00:09:04,241 I know when I first did it, it was--it was probably, like, 234 00:09:04,275 --> 00:09:07,862 the worst thing that could have happened to me. 235 00:09:07,896 --> 00:09:10,034 - Turkey avocado croissant. 236 00:09:10,068 --> 00:09:11,931 - But I can show you how we put it in the system. 237 00:09:11,965 --> 00:09:13,137 - Okay. - They had the Senior 238 00:09:13,172 --> 00:09:15,034 Stack Combo, which is right here. 239 00:09:15,068 --> 00:09:16,172 We're gonna go ahead and send that in. 240 00:09:16,206 --> 00:09:17,448 - Send. Okay. 241 00:09:17,482 --> 00:09:18,827 - We're gonna make sure our ticket goes through, 242 00:09:18,862 --> 00:09:20,586 because there's been times that my ticket was lost, 243 00:09:20,620 --> 00:09:21,896 and my food never came out. 244 00:09:21,931 --> 00:09:23,241 - Okay. - Okay. 245 00:09:23,275 --> 00:09:25,034 Sometimes it'll come up over here. 246 00:09:25,068 --> 00:09:26,344 So we just gotta make sure 247 00:09:26,379 --> 00:09:28,310 that our ticket gets to the cooks. 248 00:09:28,344 --> 00:09:30,068 - Amanda's teaching me to put in an order 249 00:09:30,103 --> 00:09:33,655 into the point-of-sale system, but as soon as we hit send, 250 00:09:33,689 --> 00:09:35,827 she is searching for where her ticket is. 251 00:09:35,862 --> 00:09:38,068 - Here's our ticket right here. It wasn't sent to the cooks. 252 00:09:38,103 --> 00:09:39,862 - But the ticket isn't supposed to come out over there, right? 253 00:09:39,896 --> 00:09:41,586 - It's not. It's supposed to come out over there. 254 00:09:41,620 --> 00:09:43,068 Sometimes the system isn't working, 255 00:09:43,103 --> 00:09:44,620 so we give it to them. 256 00:09:44,655 --> 00:09:46,103 - Amanda has enough on her plate. 257 00:09:46,137 --> 00:09:48,689 She doesn't need to be chasing down where her ticket went. 258 00:09:48,724 --> 00:09:50,275 - You want some more coffee over here? 259 00:09:50,310 --> 00:09:52,896 - And why would our food orders not go directly to the kitchen? 260 00:09:52,931 --> 00:09:56,034 That doesn't make any sense. 261 00:09:56,068 --> 00:09:57,655 Are you all ready to pay? 262 00:09:59,034 --> 00:10:00,344 - Yes. Thank you. 263 00:10:00,379 --> 00:10:02,862 So we have $10 on gift cards. - Okay. 264 00:10:02,896 --> 00:10:04,655 - We're gonna swipe our cards on here. 265 00:10:04,689 --> 00:10:06,965 And I don't know why it didn't go through. 266 00:10:07,000 --> 00:10:08,793 - It didn't go through? - And see, this is tricky. 267 00:10:08,827 --> 00:10:10,689 Our system sometimes is tricky. 268 00:10:10,724 --> 00:10:12,103 - We're trying to cash out a check right now, 269 00:10:12,137 --> 00:10:13,413 and it seems like the system 270 00:10:13,448 --> 00:10:15,379 is not taking the gift cards correctly. 271 00:10:15,413 --> 00:10:17,931 - Larry, I swiped both of these cards right here, 272 00:10:17,965 --> 00:10:20,689 but it's not popping up on the system. 273 00:10:22,620 --> 00:10:23,793 - I'm confused too. 274 00:10:23,827 --> 00:10:25,413 - The manager doesn't know how to do it. 275 00:10:25,448 --> 00:10:27,000 Amanda's struggling with it. 276 00:10:27,034 --> 00:10:30,000 Guests are waiting there for their change. 277 00:10:30,034 --> 00:10:32,068 - So do they owe $6.88? 278 00:10:32,103 --> 00:10:35,103 - It's been ten minutes, and it's still not done. 279 00:10:35,137 --> 00:10:36,620 - That shouldn't be like that. 280 00:10:36,655 --> 00:10:39,000 - But then we also had another table that we needed 281 00:10:39,034 --> 00:10:41,137 to provide service for that we weren't. 282 00:10:41,172 --> 00:10:43,137 - We're trying to fix your check right now. 283 00:10:43,172 --> 00:10:44,758 We're fixing it. 284 00:10:44,793 --> 00:10:46,034 - This is a total breakdown, 285 00:10:46,068 --> 00:10:48,034 and I'm this close to breaking cover 286 00:10:48,068 --> 00:10:50,551 and telling the manager, "Comp the check. 287 00:10:50,586 --> 00:10:51,551 Let the guests go." 288 00:10:51,586 --> 00:10:52,758 It's inexcusable. 289 00:11:00,551 --> 00:11:04,344 [dramatic music] 290 00:11:04,379 --> 00:11:06,344 - I don't know why it didn't go through. 291 00:11:06,379 --> 00:11:08,034 - I'm in San Pedro, California, 292 00:11:08,068 --> 00:11:10,551 working undercover with server Amanda, 293 00:11:10,586 --> 00:11:12,620 and we've got unhappy customers, 294 00:11:12,655 --> 00:11:15,827 because we can't even process a payment. 295 00:11:15,862 --> 00:11:17,000 - We're trying to fix it. I'm sorry. 296 00:11:17,034 --> 00:11:18,344 We'll--we'll have it for you right now. 297 00:11:18,379 --> 00:11:20,689 - I'm this close to breaking cover 298 00:11:20,724 --> 00:11:22,413 and just telling the guests, 299 00:11:22,448 --> 00:11:24,448 "Go ahead and leave. We're so sorry. 300 00:11:24,482 --> 00:11:26,586 And we're gonna comp your check." 301 00:11:26,620 --> 00:11:27,931 - So we're all good? - There it is. 302 00:11:27,965 --> 00:11:29,206 - Okay, we got it solved. 303 00:11:29,241 --> 00:11:30,655 - Clearly our point-of-sale system 304 00:11:30,689 --> 00:11:32,310 has significant problems. 305 00:11:32,344 --> 00:11:33,793 - There's still money on this. 306 00:11:33,827 --> 00:11:35,793 I don't--there was no need for the change. 307 00:11:35,827 --> 00:11:37,586 - And it needs to be fixed. 308 00:11:37,620 --> 00:11:41,379 [upbeat music] 309 00:11:41,413 --> 00:11:42,482 - So now I'm gonna go ahead 310 00:11:42,517 --> 00:11:44,103 and show you how we do the dishes. 311 00:11:44,137 --> 00:11:47,206 - Oh, we're gonna do dishes? - We're gonna do dishes. Yeah. 312 00:11:47,241 --> 00:11:49,482 - At this time right now we don't have a dishwasher, 313 00:11:49,517 --> 00:11:52,655 so as a server we do it all. - Okay. 314 00:11:52,689 --> 00:11:55,344 - So I'll show you this way to the dishwashing station. 315 00:11:55,379 --> 00:11:56,724 - The restaurant was busy, 316 00:11:56,758 --> 00:12:00,379 so if your primary job is providing guests service, 317 00:12:00,413 --> 00:12:02,379 yet the circumstances of the restaurant 318 00:12:02,413 --> 00:12:04,758 are pulling you away from providing guest service, 319 00:12:04,793 --> 00:12:06,275 there's something really wrong here. 320 00:12:06,310 --> 00:12:11,448 - As you can see, we have a lot of dishes. 321 00:12:11,482 --> 00:12:13,724 - Wow. - It's a lot. 322 00:12:13,758 --> 00:12:16,241 - Now I'm seeing firsthand the repercussions 323 00:12:16,275 --> 00:12:18,241 of the staffing cuts I've made. 324 00:12:18,275 --> 00:12:20,310 Just grab this and just-- 325 00:12:20,344 --> 00:12:21,827 - Just start off by doing the bowls. 326 00:12:21,862 --> 00:12:22,827 We rinse them out. 327 00:12:22,862 --> 00:12:25,758 ♪ 328 00:12:26,310 --> 00:12:27,517 - Yes. 329 00:12:27,551 --> 00:12:30,758 - The little ones? Here's some right here. 330 00:12:30,793 --> 00:12:32,241 - It's really hard work back there. 331 00:12:32,275 --> 00:12:33,448 - We need more plates. 332 00:12:33,482 --> 00:12:34,620 - The team members are coming in, 333 00:12:34,655 --> 00:12:36,413 and they were yelling for dishes. 334 00:12:36,448 --> 00:12:38,034 - We gotta, like, keep moving it. 335 00:12:38,068 --> 00:12:40,344 - And then just when I think I'm making progress 336 00:12:40,379 --> 00:12:44,827 more dishes arrive. 337 00:12:44,862 --> 00:12:47,241 Like, why is it that you have to wash dishes 338 00:12:47,275 --> 00:12:49,896 on the same shifts that you're serving? 339 00:12:49,931 --> 00:12:52,448 - I think it's just there's just not enough workers. 340 00:12:52,482 --> 00:12:53,724 - Not enough workers? - Mm-hmm. 341 00:12:53,758 --> 00:12:55,689 We're understaffed at the moment. 342 00:12:55,724 --> 00:12:57,172 So I'm hoping that that changes, 343 00:12:57,206 --> 00:12:59,034 'cause I want to go back to my old shift. 344 00:12:59,068 --> 00:13:00,137 - What was your old shift? 345 00:13:00,172 --> 00:13:02,068 - 9:00 to the latest maybe 2:00. 346 00:13:02,103 --> 00:13:04,896 Now I come at, like, 1:30 and I leave at closing. 347 00:13:04,931 --> 00:13:06,310 So it's my whole day right there. 348 00:13:06,344 --> 00:13:07,551 - And that's not as good. 349 00:13:07,586 --> 00:13:08,827 - It's not. I can't really spend time 350 00:13:08,862 --> 00:13:10,896 with my family anymore, which is something. 351 00:13:10,931 --> 00:13:13,034 You know, like, I take the time with my mom very precious. 352 00:13:13,068 --> 00:13:14,896 - Right. Why is that? 353 00:13:14,931 --> 00:13:17,689 - Well, my mom has cancer. 354 00:13:17,724 --> 00:13:19,931 I provide for her and everything, so... 355 00:13:19,965 --> 00:13:22,517 - You provide for your momma? - I do. I provide for my mom. 356 00:13:22,551 --> 00:13:24,724 She's not able to work because of her cancer. 357 00:13:24,758 --> 00:13:26,034 It's very hard on her body. 358 00:13:26,068 --> 00:13:27,172 - So you're working for two. 359 00:13:27,206 --> 00:13:28,172 - Yes. - Wow. 360 00:13:28,206 --> 00:13:30,344 - Me and my mom. 361 00:13:30,379 --> 00:13:31,620 - Amanda has a big heart. 362 00:13:31,655 --> 00:13:33,827 She wants to take care of her mother. 363 00:13:33,862 --> 00:13:36,206 And she's working to support them both. 364 00:13:36,241 --> 00:13:38,137 So how's your mom doing? 365 00:13:38,172 --> 00:13:40,034 - She's pretty much taking it day-by-day. 366 00:13:40,068 --> 00:13:42,103 It's a terminal cancer. 367 00:13:42,137 --> 00:13:47,034 - Oh. - She's 50 years old, you know? 368 00:13:47,068 --> 00:13:48,896 - Just makes me so sad for her. 369 00:13:48,931 --> 00:13:51,379 It's just bringing life into focus. 370 00:13:51,413 --> 00:13:52,896 - I'm gonna go ahead and clock out. 371 00:13:52,931 --> 00:13:54,172 I have a bus to catch. 372 00:13:54,206 --> 00:13:55,379 - Do you need a ride? - If you can do that... 373 00:13:55,413 --> 00:13:56,448 - Yeah. Yeah. - That would be very kind. 374 00:13:56,482 --> 00:13:59,206 - If it's okay with you, I'd be happy to. 375 00:13:59,241 --> 00:14:00,689 Do you have a car? 376 00:14:00,724 --> 00:14:02,068 - At the moment, I don't have a car. 377 00:14:02,103 --> 00:14:03,724 No. I have to rely on others 378 00:14:03,758 --> 00:14:05,793 to take my mom to her appointments and everything. 379 00:14:05,827 --> 00:14:08,517 It's hard. I hate to ask others. 380 00:14:08,551 --> 00:14:10,620 This is our building, so this should be fine right here. 381 00:14:10,655 --> 00:14:12,310 - You think it would be okay if I meet your mom? 382 00:14:12,344 --> 00:14:14,275 - Yes. Of course. She'd like to meet you. 383 00:14:14,310 --> 00:14:17,275 - I would be honored to meet her. 384 00:14:17,310 --> 00:14:18,275 - Mom. 385 00:14:18,310 --> 00:14:19,896 - Yes? - This is Brad, Mom. 386 00:14:19,931 --> 00:14:21,137 This is who I was training today. 387 00:14:21,172 --> 00:14:22,724 - Hey. - Nice to meet you. 388 00:14:22,758 --> 00:14:24,103 - It's so nice to meet you. - Nice to meet you. 389 00:14:24,137 --> 00:14:25,206 Hope you had a good day today. 390 00:14:25,241 --> 00:14:26,344 Go ahead and have a seat. 391 00:14:26,379 --> 00:14:27,793 What do you think about being a server? 392 00:14:27,827 --> 00:14:30,206 - I think it's a lot harder job than people think it is. 393 00:14:30,241 --> 00:14:32,862 And Amanda is very good. She's so super talented. 394 00:14:32,896 --> 00:14:35,655 - I'm glad she turned out the way she did. 395 00:14:35,689 --> 00:14:38,862 She takes care of me now for the last few years. 396 00:14:38,896 --> 00:14:39,965 - She's pretty amazing. 397 00:14:40,000 --> 00:14:42,172 - I'm sorry. I just get emotional. 398 00:14:42,206 --> 00:14:43,517 - It's okay. 399 00:14:43,551 --> 00:14:46,931 - It's just been really hard. - It's okay. 400 00:14:46,965 --> 00:14:51,068 - I should be taking care of her. 401 00:14:51,103 --> 00:14:52,586 - I really didn't expect this journey 402 00:14:52,620 --> 00:14:54,068 to be hard like this. 403 00:14:54,103 --> 00:14:55,586 I expected to try 404 00:14:55,620 --> 00:14:57,862 to figure out ways in which I can help our team members 405 00:14:57,896 --> 00:14:59,034 in their employment experiences. 406 00:14:59,068 --> 00:15:01,000 Bye, Lisa. - Bye-bye. Nice to meet you. 407 00:15:01,034 --> 00:15:02,241 - Amanda has made me see 408 00:15:02,275 --> 00:15:04,344 that it's more than just about business. 409 00:15:04,379 --> 00:15:07,793 It's about people. And it's about their needs. 410 00:15:07,827 --> 00:15:11,137 And I'm in a fortunate position where I can help, 411 00:15:11,172 --> 00:15:12,931 so I'm really glad 412 00:15:12,965 --> 00:15:15,448 that I'm getting to meet these team members. 413 00:15:15,482 --> 00:15:19,379 [gentle piano music] 414 00:15:19,413 --> 00:15:22,379 [upbeat music] 415 00:15:22,413 --> 00:15:24,827 ♪ 416 00:15:24,862 --> 00:15:27,344 What keeps me up at night as the chief people officer 417 00:15:27,379 --> 00:15:30,103 is making sure that we have the talent that we need, 418 00:15:30,137 --> 00:15:33,344 and how do we keep them? 419 00:15:33,379 --> 00:15:35,482 So I'm at the Redlands location today, 420 00:15:35,517 --> 00:15:38,413 and I'm working with Ramon, who is a baker for us. 421 00:15:38,448 --> 00:15:40,793 Ramon has been with us for 35 years. 422 00:15:40,827 --> 00:15:44,068 I'm fairly new to the company, so it's a great opportunity 423 00:15:44,103 --> 00:15:47,034 for me to learn about our culture 424 00:15:47,068 --> 00:15:51,172 and why our people choose Coco's as their career. 425 00:15:51,206 --> 00:15:54,172 [quirky music] 426 00:15:54,206 --> 00:15:55,172 ♪ 427 00:15:55,206 --> 00:15:56,827 Hi. Ramon? - Hi. 428 00:15:56,862 --> 00:15:58,137 - I'm Brad. - Nice to meet you. 429 00:15:58,172 --> 00:16:00,000 - Nice to meet you. - I'm gonna be your trainer. 430 00:16:00,034 --> 00:16:01,758 I'm gonna train you how to do pies. 431 00:16:01,793 --> 00:16:03,758 Coco's is famous for pies. 432 00:16:03,793 --> 00:16:07,172 We are going to start doing strawberry cheese pie. 433 00:16:07,206 --> 00:16:10,793 - Pies are the cornerstone product of our menu. 434 00:16:10,827 --> 00:16:12,310 - I'm gonna show you how to put 435 00:16:12,344 --> 00:16:13,586 the whipped cream on top of the pie, okay? 436 00:16:13,620 --> 00:16:14,586 - Okay. 437 00:16:14,620 --> 00:16:16,896 So I want to see the magic 438 00:16:16,931 --> 00:16:19,206 that goes in to preparing our pies today. 439 00:16:19,241 --> 00:16:22,931 - Then I turn my pie around and do the other half. 440 00:16:22,965 --> 00:16:24,068 See? - Yeah. 441 00:16:24,103 --> 00:16:25,172 - Just like that. - Okay. 442 00:16:25,206 --> 00:16:26,551 - Try that on that pie. 443 00:16:26,586 --> 00:16:28,241 - However, if you ask my wife, 444 00:16:28,275 --> 00:16:30,344 I'm the worst baker probably on the planet. 445 00:16:30,379 --> 00:16:34,000 - Okay. Go. You are doing it right. 446 00:16:34,034 --> 00:16:37,068 - This is--this is a lot harder than I thought it was. 447 00:16:37,103 --> 00:16:40,827 - Right now Brad is very slow. 448 00:16:40,862 --> 00:16:43,310 - Oh, I messed up there. I messed up. 449 00:16:43,344 --> 00:16:45,344 - And he's a little bit clumsy. 450 00:16:45,379 --> 00:16:49,620 But it is because it is his first time doing it. 451 00:16:49,655 --> 00:16:52,655 ♪ 452 00:16:52,689 --> 00:16:53,827 - Big difference. - What do you think? 453 00:16:53,862 --> 00:16:55,551 They look alike. 454 00:16:55,586 --> 00:16:57,620 - Eh, kinda. [laughs] 455 00:16:57,655 --> 00:17:01,034 For Ramon to do it so well and so quick, 456 00:17:01,068 --> 00:17:02,379 he really is great at his job. 457 00:17:02,413 --> 00:17:03,586 ♪ 458 00:17:03,620 --> 00:17:06,103 - Okay, lemon meringue. - Lemon meringue. 459 00:17:06,137 --> 00:17:08,137 - Lemon meringue. - Oh, oh. 460 00:17:08,172 --> 00:17:11,792 Since lemon meringue pies are a signature item on our menu, 461 00:17:11,827 --> 00:17:13,310 I'm looking forward to finding out 462 00:17:13,344 --> 00:17:15,862 how they're prepared by Ramon. 463 00:17:15,896 --> 00:17:17,310 - We need egg whites. 464 00:17:17,344 --> 00:17:20,413 - Egg whites. - 21 ounces. 465 00:17:20,448 --> 00:17:22,689 - These are egg whites? - 2 cups. Yes. 466 00:17:22,723 --> 00:17:25,827 Add this to the bowl. 467 00:17:25,862 --> 00:17:28,448 Okay. Now we have to wait. 468 00:17:28,482 --> 00:17:30,931 - So we wait for the meringue. 469 00:17:30,965 --> 00:17:32,758 - We have to wait for a long, long time. 470 00:17:32,793 --> 00:17:34,068 - Oh, really? 471 00:17:34,103 --> 00:17:36,448 - Because before, you put the egg whites right here, 472 00:17:36,482 --> 00:17:39,275 and maybe, like, two, three minutes it will rise. 473 00:17:39,310 --> 00:17:40,413 - Just comes up. 474 00:17:40,448 --> 00:17:41,896 - Because that was with good product. 475 00:17:41,931 --> 00:17:45,068 It is not good anymore. 476 00:17:45,103 --> 00:17:47,827 - Those cartons of egg whites aren't very good? 477 00:17:47,862 --> 00:17:49,965 - Not as good as they were before. 478 00:17:50,000 --> 00:17:51,413 - I'm a little perplexed. 479 00:17:51,448 --> 00:17:55,379 Why do we stock an egg white product that doesn't rise? 480 00:17:55,413 --> 00:17:57,241 Do you tell the manager if it's not very good? 481 00:17:57,275 --> 00:17:59,724 - Yeah, they know. - They know? 482 00:17:59,758 --> 00:18:02,896 - We have been complaining to the managers for a long time, 483 00:18:02,931 --> 00:18:06,827 but they are not changing their product. 484 00:18:06,862 --> 00:18:11,482 Maybe it is because these may be cheaper. 485 00:18:11,517 --> 00:18:13,862 - Ramon's clearly raising an alarm about these issue, 486 00:18:13,896 --> 00:18:15,482 but it seems like nobody's listening. 487 00:18:15,517 --> 00:18:18,172 - I don't think it's gonna work. 488 00:18:18,206 --> 00:18:19,344 It's not gonna be good. 489 00:18:19,379 --> 00:18:21,068 - Yeah. - We need to start over again. 490 00:18:21,103 --> 00:18:23,000 We just have to throw that away. 491 00:18:23,034 --> 00:18:25,724 Waste of product, waste of time. 492 00:18:25,758 --> 00:18:27,379 And we are gonna try again. 493 00:18:27,413 --> 00:18:29,724 - I'm absolutely shocked. 494 00:18:29,758 --> 00:18:33,689 Going undercover I expected to see how our pies were made, 495 00:18:33,724 --> 00:18:36,413 not discover that they can't be made. 496 00:18:36,448 --> 00:18:38,448 It's not raising at all. - It's not rising at all. 497 00:18:38,482 --> 00:18:41,034 - If our signature dishes are off the menu, 498 00:18:41,068 --> 00:18:42,241 we lose customers. 499 00:18:42,275 --> 00:18:44,206 - It looks like this is not gonna work. 500 00:18:44,241 --> 00:18:48,172 - Yeah. Bakery is in our name. How is this not a priority? 501 00:18:48,206 --> 00:18:51,137 - I don't think we're gonna make any lemon meringue today. 502 00:18:51,172 --> 00:18:52,344 - It's ridiculous. 503 00:18:59,517 --> 00:19:03,413 [dramatic music] 504 00:19:03,448 --> 00:19:05,896 - I'm undercover in Redlands, California... 505 00:19:05,931 --> 00:19:08,413 - It's not gonna work. And we are gonna try again. 506 00:19:08,448 --> 00:19:10,620 - Where an issue with some of our ingredients 507 00:19:10,655 --> 00:19:12,517 is preventing Ramon from making 508 00:19:12,551 --> 00:19:14,758 one of our most popular pies. 509 00:19:14,793 --> 00:19:15,896 - It is too watery. 510 00:19:15,931 --> 00:19:17,413 'Cause the egg whites is not good. 511 00:19:17,448 --> 00:19:19,310 - If Coco's Bakery Restaurant doesn't have lemon 512 00:19:19,344 --> 00:19:21,482 meringue pies to offer our guests 513 00:19:21,517 --> 00:19:24,206 because of decisions made by the purchasing team, 514 00:19:24,241 --> 00:19:26,482 then we're already failing. 515 00:19:26,517 --> 00:19:28,758 - I don't think we're gonna make any lemon meringue today. 516 00:19:28,793 --> 00:19:29,862 - Okay. 517 00:19:29,896 --> 00:19:31,310 I want to speak with our heads of operations 518 00:19:31,344 --> 00:19:33,931 about this, because I'm gonna fix this. 519 00:19:33,965 --> 00:19:35,724 [upbeat music] 520 00:19:35,758 --> 00:19:40,551 - Go as fast as you can. Okay? 521 00:19:40,586 --> 00:19:41,827 - Ramon, you're a pretty good trainer. 522 00:19:41,862 --> 00:19:43,655 What has kept you at Coco's? 523 00:19:43,689 --> 00:19:46,000 - I guess it is because I like this place. 524 00:19:46,034 --> 00:19:49,172 But I don't make money right here. 525 00:19:49,206 --> 00:19:50,241 - Really? 526 00:19:55,620 --> 00:19:59,103 - It blows my mind how somebody with all these skills, 527 00:19:59,137 --> 00:20:03,931 has been with us 35 years, is only making minimum wage. 528 00:20:03,965 --> 00:20:06,172 - How about taking a break? - Okay. 529 00:20:06,206 --> 00:20:08,448 He's making as much now 530 00:20:08,482 --> 00:20:11,620 as a new employee straight off the street. 531 00:20:11,655 --> 00:20:13,551 That makes no sense at all. 532 00:20:13,586 --> 00:20:15,103 [gentle music] 533 00:20:15,137 --> 00:20:18,275 Do you think Coco's will ever pay you more than-- 534 00:20:18,310 --> 00:20:20,206 - No, I don't think so. 535 00:20:20,241 --> 00:20:24,206 The supervisors told the company--for a long time, 536 00:20:24,241 --> 00:20:25,793 they came to the store and said, 537 00:20:25,827 --> 00:20:29,034 "Okay, guys, I'm gonna give you a raise." 538 00:20:29,068 --> 00:20:31,551 And they gave us $1. - Right. 539 00:20:31,586 --> 00:20:34,034 - So $11 an hour. - Right. 540 00:20:34,068 --> 00:20:36,931 - And then I remember one of the managers said, 541 00:20:36,965 --> 00:20:38,448 "I'm gonna give you a raise." 542 00:20:38,482 --> 00:20:41,689 And I signed all the papers, and then they closed the store, 543 00:20:41,724 --> 00:20:44,206 and they sent me to Sun City and I asked them, 544 00:20:44,241 --> 00:20:46,689 "Hey, I was going to get any raise?" 545 00:20:46,724 --> 00:20:48,413 The manager right there she told me, 546 00:20:48,448 --> 00:20:50,758 "I don't know nothing about that." 547 00:20:50,793 --> 00:20:54,206 So they never did it. 548 00:20:54,241 --> 00:20:55,758 - Ramon has given so much to Coco's 549 00:20:55,793 --> 00:20:57,206 after all these years. 550 00:20:57,241 --> 00:20:58,344 Thanks so much, Ramon. 551 00:20:58,379 --> 00:20:59,862 - No problem. - At the same time 552 00:20:59,896 --> 00:21:03,620 hasn't received raises. It's important for our company, 553 00:21:03,655 --> 00:21:04,965 and it's personally important to me 554 00:21:05,000 --> 00:21:09,000 that our people are respected and valued. 555 00:21:09,034 --> 00:21:12,068 And it feels like we really dropped the ball with Ramon. 556 00:21:12,103 --> 00:21:17,965 ♪ 557 00:21:18,000 --> 00:21:20,965 [upbeat music] 558 00:21:21,000 --> 00:21:22,137 ♪ 559 00:21:22,172 --> 00:21:25,655 Today I'm on my way to our Anaheim location. 560 00:21:25,689 --> 00:21:27,344 This location is unique, 561 00:21:27,379 --> 00:21:28,862 because it's so close to Disneyland. 562 00:21:28,896 --> 00:21:32,068 So I'm really excited to find out what this restaurant 563 00:21:32,103 --> 00:21:35,551 does to tap into that potential business. 564 00:21:35,586 --> 00:21:38,068 I'm looking forward to working with Tom today, 565 00:21:38,103 --> 00:21:40,103 who is a shift lead. 566 00:21:40,137 --> 00:21:43,620 Wow, the restaurant looks busy. This is very promising. 567 00:21:43,655 --> 00:21:48,034 ♪ 568 00:21:48,068 --> 00:21:49,655 - Hi. Welcome to Coco's. 569 00:21:49,689 --> 00:21:51,827 - Hi. I'm trying to meet Tom. I'm guessing you might be him. 570 00:21:51,862 --> 00:21:54,000 - Oh. I definitely would be. I'm Tom. Nice to meet you. 571 00:21:54,034 --> 00:21:55,689 - So nice to meet you. I'm Brad. Yeah. 572 00:21:55,724 --> 00:21:57,034 - Perfect. 573 00:21:57,068 --> 00:21:58,379 First of all, we're gonna get a uniform for you. 574 00:21:58,413 --> 00:22:01,034 - Okay. 575 00:22:01,068 --> 00:22:02,482 - Part of being a shift lead is kind of keeping your eyes 576 00:22:02,517 --> 00:22:03,931 all over the place. 577 00:22:03,965 --> 00:22:05,620 You gotta check the kitchen. You gotta check the front. 578 00:22:05,655 --> 00:22:06,965 You gotta check with the servers. 579 00:22:07,000 --> 00:22:09,206 So whatever I'm needed is where I go. 580 00:22:09,241 --> 00:22:10,586 - Okay. 581 00:22:10,620 --> 00:22:12,586 As a shift lead, you have to step into 582 00:22:12,620 --> 00:22:15,206 multiple positions at different times. 583 00:22:15,241 --> 00:22:16,482 - Going to table three. 584 00:22:16,517 --> 00:22:18,275 - And it looks like Tom is up for the job. 585 00:22:18,310 --> 00:22:19,586 So you jump in and cook too? 586 00:22:19,620 --> 00:22:20,862 - I do. Yes. - Wow. 587 00:22:20,896 --> 00:22:24,931 ♪ 588 00:22:24,965 --> 00:22:26,344 - We're gonna start on the pancakes. 589 00:22:26,379 --> 00:22:27,655 - Pancakes. 590 00:22:27,689 --> 00:22:29,172 - So you're just gonna grab this right here. 591 00:22:29,206 --> 00:22:31,275 One. Two. 592 00:22:31,310 --> 00:22:34,827 Okay, so next, want some eggs over here. 593 00:22:34,862 --> 00:22:35,862 - So easy. 594 00:22:35,896 --> 00:22:37,137 - Super easy. Perfect. 595 00:22:37,172 --> 00:22:39,448 So now you're gonna be cooking. 596 00:22:39,482 --> 00:22:40,551 - I'm gonna cook? 597 00:22:40,586 --> 00:22:42,862 - You're gonna cook. Two pancakes. 598 00:22:42,896 --> 00:22:46,206 - Okay. - Over-medium eggs. 599 00:22:46,241 --> 00:22:49,206 - Uh, all right. Um...eggs. 600 00:22:49,241 --> 00:22:51,758 I got--I gotta get some eggs. 601 00:22:51,793 --> 00:22:54,413 - Brad, you gotta move a little bit quicker than that. 602 00:22:54,448 --> 00:22:55,965 You gotta crack them a little bit faster than that, buddy. 603 00:22:56,000 --> 00:22:58,034 - Okay. Okay. Oh, my pancakes. 604 00:22:58,068 --> 00:23:00,517 - How are those pancakes? 605 00:23:00,551 --> 00:23:02,034 - Aww, this one looks mashed. 606 00:23:02,068 --> 00:23:03,034 - You're gonna need to redo them. 607 00:23:03,068 --> 00:23:05,551 I want to see perfect pancakes. 608 00:23:05,586 --> 00:23:08,103 Brad definitely got a little stressed out in the kitchen. 609 00:23:08,137 --> 00:23:09,931 And those pancakes... 610 00:23:09,965 --> 00:23:11,172 - That's terrible. 611 00:23:11,206 --> 00:23:12,310 - Gonna have to redo the pancakes. 612 00:23:12,344 --> 00:23:13,827 That wasn't good at all. 613 00:23:13,862 --> 00:23:15,413 Come on; these other cooks have made three orders 614 00:23:15,448 --> 00:23:19,827 by the time that you haven't even finished this one. 615 00:23:19,862 --> 00:23:21,586 - Oh. Jeez. 616 00:23:21,620 --> 00:23:24,310 - We got a table waiting. Can we get an order out soon? 617 00:23:24,344 --> 00:23:26,172 - I never thought pancakes were difficult to make. 618 00:23:26,206 --> 00:23:27,931 - Those are probably burnt now. 619 00:23:27,965 --> 00:23:30,448 - You're right. - Boy, was I wrong. 620 00:23:30,482 --> 00:23:31,896 - Let's just let a cook take care of it right now. 621 00:23:31,931 --> 00:23:34,413 - Yes. Thank you. - Whoa. Oh, almost lost it. 622 00:23:34,448 --> 00:23:35,896 - These people have been waiting awhile. 623 00:23:38,896 --> 00:23:40,620 Something unique that this Coco's does 624 00:23:40,655 --> 00:23:43,241 that I'm not sure if any other Coco's do, 625 00:23:43,275 --> 00:23:45,344 we do delivery to the hotel next door. 626 00:23:45,379 --> 00:23:46,896 - So the guests 627 00:23:46,931 --> 00:23:50,275 in the hotel call here for, like, their "room service"? 628 00:23:50,310 --> 00:23:51,310 - Mm-hmm. - Oh. 629 00:23:51,344 --> 00:23:52,931 - Yeah. - That's pretty cool. 630 00:23:52,965 --> 00:23:54,068 - Do you want to try taking this call? 631 00:23:54,103 --> 00:23:55,758 - Sure. Thank you for calling Coco's. 632 00:23:55,793 --> 00:23:57,241 This is Brad. How can I help you? 633 00:23:57,275 --> 00:23:59,034 The Anaheim location has taken advantage 634 00:23:59,068 --> 00:24:00,896 of a really unique business opportunity. 635 00:24:00,931 --> 00:24:02,931 - I'd like to make an order for two apple pies. 636 00:24:02,965 --> 00:24:04,482 - Yeah, for sure we can do that. 637 00:24:04,517 --> 00:24:05,896 It's a terrific idea, 638 00:24:05,931 --> 00:24:07,758 and it's a way for us to be able to attract 639 00:24:07,793 --> 00:24:10,275 even more guests into our restaurants with our food. 640 00:24:10,310 --> 00:24:11,827 This morning I saw all those guests in there, 641 00:24:11,862 --> 00:24:15,344 and I'm thinking, "The business is doing all right." 642 00:24:15,379 --> 00:24:16,931 - I will say I think that there's a couple things 643 00:24:16,965 --> 00:24:18,344 that we could definitely work on, 644 00:24:18,379 --> 00:24:21,379 like our social media presence. It'd be nice if we could, 645 00:24:21,413 --> 00:24:23,517 you know, do a little bit more with it 646 00:24:23,551 --> 00:24:25,103 and, you know, be a little bit more active. 647 00:24:25,137 --> 00:24:28,620 And, you know, we're trying to bring in a younger generation 648 00:24:28,655 --> 00:24:30,206 of a people into Coco's. 649 00:24:30,241 --> 00:24:32,689 But unfortunately, the Coco's Twitter 650 00:24:32,724 --> 00:24:35,724 only has 148 followers or something like that. 651 00:24:35,758 --> 00:24:37,137 - Interesting. 652 00:24:37,172 --> 00:24:39,379 This is ridiculous. 653 00:24:39,413 --> 00:24:41,206 And I'm embarrassed for the company. 654 00:24:41,241 --> 00:24:42,965 - Even their very first post there, 655 00:24:43,000 --> 00:24:45,896 "Wishing everyone a day full of dad-ventures." 656 00:24:45,931 --> 00:24:47,310 - Father's Day was a while ago, wasn't it? 657 00:24:47,344 --> 00:24:48,620 - Yep. 658 00:24:48,655 --> 00:24:51,172 - When our last social media post is a holiday 659 00:24:51,206 --> 00:24:53,275 that's past a couple of weeks ago, 660 00:24:53,310 --> 00:24:55,310 it shows that we're not on top of it. 661 00:24:55,344 --> 00:24:56,758 Those posts are stale. 662 00:24:56,793 --> 00:24:58,034 - Hello, sir. Did you order? - Yes, sir, I did. 663 00:24:58,068 --> 00:24:59,344 - All right. 664 00:24:59,379 --> 00:25:01,000 So I need to find out what's going on. 665 00:25:01,034 --> 00:25:03,068 It's not acceptable. 666 00:25:03,103 --> 00:25:05,793 [upbeat music] 667 00:25:05,827 --> 00:25:08,310 Feel like I can drink, like, a gallon of water right now. 668 00:25:08,344 --> 00:25:09,862 - I know. - You do this all the time. 669 00:25:09,896 --> 00:25:11,448 You're on your feet the whole time. 670 00:25:11,482 --> 00:25:15,172 - I'm so used to, like, stress. Between work and home life 671 00:25:15,206 --> 00:25:16,931 and stuff like that, like, I'm so used to it. 672 00:25:16,965 --> 00:25:19,758 - Do you have family? 673 00:25:19,793 --> 00:25:23,034 - Unfortunately, I've lost both my mother, my father, 674 00:25:23,068 --> 00:25:25,689 and I just lost my stepmother a couple months ago. 675 00:25:25,724 --> 00:25:27,000 - Oh, wow. - So... 676 00:25:27,034 --> 00:25:28,206 - Were you really close with your stepmother? 677 00:25:28,241 --> 00:25:29,517 - Very close. - Yeah. 678 00:25:29,551 --> 00:25:31,517 - She had dementia. - Right. 679 00:25:31,551 --> 00:25:34,793 - And then I ended up moving in for three years. 680 00:25:34,827 --> 00:25:38,241 - Wow. Can't imagine the challenge of that. 681 00:25:38,275 --> 00:25:41,413 I worked with Tom all day. He has such a great attitude. 682 00:25:41,448 --> 00:25:45,137 Would never have guessed that he just lost his stepmother. 683 00:25:45,172 --> 00:25:47,655 I mean, it really says a lot about his character. 684 00:25:47,689 --> 00:25:49,517 So where are you living now? 685 00:25:49,551 --> 00:25:50,586 - I still live in the same place. 686 00:25:50,620 --> 00:25:52,034 - Where your step-stepmother was? 687 00:25:52,068 --> 00:25:53,034 - Mm-hmm. - Okay. 688 00:25:53,068 --> 00:25:54,068 - Yeah. - Do you own that house? 689 00:25:54,103 --> 00:25:57,862 - It was in my stepmom's name, 690 00:25:57,896 --> 00:26:00,827 but now that she's passed, I could be kicked out 691 00:26:00,862 --> 00:26:02,862 and told to go find somewhere else to live. 692 00:26:02,896 --> 00:26:06,482 - That sort of instability has gotta be really difficult. 693 00:26:06,517 --> 00:26:07,862 You're here working. 694 00:26:07,896 --> 00:26:09,724 You're--you're still trying to earn a living. 695 00:26:09,758 --> 00:26:11,275 - You know, the thing is, though, is, 696 00:26:11,310 --> 00:26:12,413 I love this company, 697 00:26:12,448 --> 00:26:14,068 so I just want to just keep climbing 698 00:26:14,103 --> 00:26:15,586 and keep climbing and keep climbing 699 00:26:15,620 --> 00:26:18,310 and just--I just want to go as far as I can, you know. 700 00:26:18,344 --> 00:26:19,965 - Yeah. 701 00:26:20,000 --> 00:26:23,448 I'm leaving here today feeling, I guess, mixed. 702 00:26:23,482 --> 00:26:26,517 I'm very happy that we have Tom working for us. 703 00:26:26,551 --> 00:26:27,655 Thank you. - You're very welcome. 704 00:26:27,689 --> 00:26:28,793 Take care. - I appreciate everything. 705 00:26:28,827 --> 00:26:30,034 Thanks. 706 00:26:30,068 --> 00:26:31,896 But he gave me a lot to think about. 707 00:26:31,931 --> 00:26:33,241 Great social media marketing 708 00:26:33,275 --> 00:26:35,931 can put our business on the map. 709 00:26:35,965 --> 00:26:37,379 And I see our competitors out there 710 00:26:37,413 --> 00:26:39,586 doing a lot of different innovative things, 711 00:26:39,620 --> 00:26:41,310 so we need 712 00:26:41,344 --> 00:26:43,896 our marketing department to perform at that level. 713 00:26:43,931 --> 00:26:46,896 [gentle music] 714 00:26:46,931 --> 00:26:47,344 ♪ 715 00:26:52,862 --> 00:26:55,758 [dramatic music] 716 00:26:55,793 --> 00:26:58,758 [upbeat music] 717 00:26:58,793 --> 00:27:00,172 ♪ 718 00:27:00,206 --> 00:27:02,241 - I'm on my way to our Laguna Hills location. 719 00:27:02,275 --> 00:27:04,172 This location is one of the best restaurants 720 00:27:04,206 --> 00:27:05,551 in the company. 721 00:27:05,586 --> 00:27:09,344 It's profitable, does great in sales. 722 00:27:09,379 --> 00:27:11,448 Today I'm working with the general manager there. 723 00:27:11,482 --> 00:27:14,034 His name is Art. The general manager position 724 00:27:14,068 --> 00:27:15,931 is the most important position in the company. 725 00:27:15,965 --> 00:27:17,137 - Thank you. Thank you. 726 00:27:17,172 --> 00:27:18,275 - Art's responsible for everything 727 00:27:18,310 --> 00:27:19,586 within the restaurant 728 00:27:19,620 --> 00:27:21,586 from managing the profit and loss 729 00:27:21,620 --> 00:27:24,724 to making great guest experiences happen. 730 00:27:24,758 --> 00:27:26,310 And I want to find out, 731 00:27:26,344 --> 00:27:30,034 what is he doing that is making this restaurant so successful? 732 00:27:30,068 --> 00:27:31,689 ♪ 733 00:27:31,724 --> 00:27:34,689 I'm ready to get going. Brad is on the scene. 734 00:27:34,724 --> 00:27:37,689 [quirky music] 735 00:27:37,724 --> 00:27:39,310 ♪ 736 00:27:39,344 --> 00:27:40,344 - Hello, sir. How are you? 737 00:27:40,379 --> 00:27:41,344 - Good. Brad. Nice to meet. 738 00:27:41,379 --> 00:27:42,379 - Brad. - Yeah. 739 00:27:42,413 --> 00:27:43,379 - Nice to meet you. 740 00:27:43,413 --> 00:27:44,655 - Good. - My name is Art. 741 00:27:44,689 --> 00:27:45,655 I'm the general manager for this restaurant. 742 00:27:45,689 --> 00:27:46,931 - Art. - Are you ready to go? 743 00:27:46,965 --> 00:27:48,068 - I'm ready to go. - Coming through this way. 744 00:27:48,103 --> 00:27:51,689 Now we're gonna do the first job. 745 00:27:51,724 --> 00:27:54,551 All right, Mr. Brad. So our delivery truck is here. 746 00:27:54,586 --> 00:27:55,724 - Right. 747 00:27:55,758 --> 00:27:56,931 - So we gonna put away our deliveries. 748 00:27:56,965 --> 00:27:58,206 So this one, you give it to me. 749 00:27:58,241 --> 00:28:01,482 - Okay. - Jalapeños. Give me that one. 750 00:28:01,517 --> 00:28:02,620 - Jalapeños. 751 00:28:02,655 --> 00:28:04,448 - Jalapeños goes right here. Give me the next one. 752 00:28:04,482 --> 00:28:06,206 - Romaine. - Romaine lettuce. 753 00:28:06,241 --> 00:28:09,896 Give me that romaine. Next one. Give me carrots. 754 00:28:09,931 --> 00:28:11,448 - The pace that Art keeps up 755 00:28:11,482 --> 00:28:13,758 makes it like a cardio exercise. 756 00:28:13,793 --> 00:28:15,413 - Vanilla filling goes right here. 757 00:28:15,448 --> 00:28:16,965 Follow me with this. 758 00:28:17,000 --> 00:28:18,379 - Art is like a drill sergeant. 759 00:28:18,413 --> 00:28:20,931 - Brad, I know your first day, but you need to go fast. 760 00:28:20,965 --> 00:28:23,413 - He's like, "Pick up the pace. Pick up the pace." 761 00:28:23,448 --> 00:28:25,620 - Next. 762 00:28:25,655 --> 00:28:29,206 ♪ 763 00:28:29,241 --> 00:28:31,827 - Do you put away the truck every week? 764 00:28:31,862 --> 00:28:33,034 - I do every week. 765 00:28:33,068 --> 00:28:35,758 I have 73 employee before pandemic. 766 00:28:35,793 --> 00:28:38,344 For right now, I have only for 27. 767 00:28:38,379 --> 00:28:40,586 - Oh, wow. - So yes. 768 00:28:40,620 --> 00:28:42,034 - He's short-staffed, 769 00:28:42,068 --> 00:28:44,517 and I couldn't help but think that that's my fault. 770 00:28:44,551 --> 00:28:46,586 Do you make a bonus, like, every quarter? 771 00:28:46,620 --> 00:28:48,827 - I don't make any because of the whole pandemic. 772 00:28:48,862 --> 00:28:50,551 - You're working this hard 773 00:28:50,586 --> 00:28:53,448 even though you're not getting a bonus. 774 00:28:53,482 --> 00:28:55,310 - That's right. You do things from your heart. 775 00:28:55,344 --> 00:28:57,137 It's not about, oh, how much I'm making, 776 00:28:57,172 --> 00:29:00,000 and I'm gonna make the bonus or not. 777 00:29:00,034 --> 00:29:02,310 - When I see somebody like Art, who's passionate about 778 00:29:02,344 --> 00:29:04,724 what he does, and the leadership example he gives 779 00:29:04,758 --> 00:29:07,689 in the restaurant, really admirable. 780 00:29:07,724 --> 00:29:10,275 - So now is the time to clean the restroom. 781 00:29:10,310 --> 00:29:11,344 - What? 782 00:29:11,379 --> 00:29:12,344 - We need to clean the restroom. 783 00:29:12,379 --> 00:29:13,655 - Clean the restroom? - Yes. 784 00:29:13,689 --> 00:29:14,758 - All right, let's-- - Here you go. Your tools. 785 00:29:14,793 --> 00:29:17,172 - Okay. - Okay. Here we are. 786 00:29:17,206 --> 00:29:18,620 Let's come in. 787 00:29:18,655 --> 00:29:21,103 - So this is--this is part of a general manager's job? 788 00:29:21,137 --> 00:29:23,034 - This is a part of the general manager's job. 789 00:29:23,068 --> 00:29:24,482 - Wow. 'Cause it's gotta get done. 790 00:29:24,517 --> 00:29:25,793 - Yes, get done. - It's gotta get done. Okay. 791 00:29:25,827 --> 00:29:27,137 - Yes. - When I made the decision 792 00:29:27,172 --> 00:29:29,827 to cut staff, as the chief people officer, 793 00:29:29,862 --> 00:29:32,103 I don't know if I expected the general manager 794 00:29:32,137 --> 00:29:34,551 to be cleaning the restrooms. 795 00:29:34,586 --> 00:29:35,689 I thought it was real fitting 796 00:29:35,724 --> 00:29:39,137 that I had an opportunity to do it myself. 797 00:29:39,172 --> 00:29:40,689 Okay. So where do I start? 798 00:29:40,724 --> 00:29:43,379 - You need to clean the urinal. - Clean the urinal? 799 00:29:43,413 --> 00:29:44,586 - Yes. - Okay. 800 00:29:44,620 --> 00:29:45,965 - And then need to come to the restroom. 801 00:29:46,000 --> 00:29:47,448 Then I come back and check on you, 802 00:29:47,482 --> 00:29:48,724 make sure nice and beautiful. 803 00:29:48,758 --> 00:29:51,758 - In my normal life, I never clean a toilet. 804 00:29:51,793 --> 00:29:54,310 All right, time to clean the urinal. 805 00:29:54,344 --> 00:29:56,827 Oh, jeez. 806 00:29:56,862 --> 00:29:59,379 I have no idea if I'm even using this brush right. 807 00:29:59,413 --> 00:30:01,034 How do you use this thing? 808 00:30:01,068 --> 00:30:04,034 [quirky music] 809 00:30:04,068 --> 00:30:05,206 ♪ 810 00:30:05,241 --> 00:30:06,586 Oh. 811 00:30:06,620 --> 00:30:08,827 It's nuts. 812 00:30:08,862 --> 00:30:10,275 Oh, my goodness. 813 00:30:10,310 --> 00:30:12,724 The smell coming from the toilet was terrible. 814 00:30:12,758 --> 00:30:14,103 I gagged. 815 00:30:14,137 --> 00:30:16,551 Ugh. 816 00:30:16,586 --> 00:30:20,413 I can't believe Art does this. Guy deserved a medal. 817 00:30:20,448 --> 00:30:23,413 Let's just say that I miss my office job right now. 818 00:30:23,448 --> 00:30:24,413 - Mr. Brad? 819 00:30:24,448 --> 00:30:25,517 - Yes. - How you doing? 820 00:30:25,551 --> 00:30:27,172 Did you pick it up this one? - Yes. 821 00:30:27,206 --> 00:30:29,344 - Beautiful. So just wipe it down. 822 00:30:29,379 --> 00:30:30,655 As soon as you left 823 00:30:30,689 --> 00:30:32,655 and customer walked in, look at this. 824 00:30:32,689 --> 00:30:34,379 - Beautiful. - Now ready to use. 825 00:30:34,413 --> 00:30:37,965 If Brad really want to be a Coco's manager, 826 00:30:38,000 --> 00:30:41,758 he have to get hands dirty sometimes. 827 00:30:41,793 --> 00:30:43,172 ♪ 828 00:30:43,206 --> 00:30:45,275 - All right, Art. Tell me a little bit about you. 829 00:30:45,310 --> 00:30:48,379 - I'm working for Coco's for last 20 years. 830 00:30:48,413 --> 00:30:49,379 - That's amazing. 831 00:30:49,413 --> 00:30:52,034 - I came in 1990 from Bangladesh. 832 00:30:52,068 --> 00:30:54,413 Then I start working for Hilton. 833 00:30:54,448 --> 00:30:56,172 - Really? - I started as a busboy. 834 00:30:56,206 --> 00:31:00,758 And then I found Coco's job 1996. 835 00:31:00,793 --> 00:31:04,000 - You are dedicated to what you do, that's for sure. 836 00:31:04,034 --> 00:31:06,551 - I work up until close, which is 8:00 to 8:00. 837 00:31:06,586 --> 00:31:07,965 Work seven days a week. 838 00:31:08,000 --> 00:31:09,103 - Wow. 839 00:31:09,137 --> 00:31:10,758 - Last ten years, I don't take a vacation. 840 00:31:10,793 --> 00:31:12,206 - Ten--no vacation in ten years. 841 00:31:12,241 --> 00:31:13,758 - No vacation in last ten years. 842 00:31:13,793 --> 00:31:17,827 - This blows my mind. Makes me hurt for him 843 00:31:17,862 --> 00:31:19,275 to not have that sort of a break. 844 00:31:19,310 --> 00:31:21,068 Do you still have family in Bangladesh? 845 00:31:21,103 --> 00:31:23,034 - Yes, I do. I have six brothers in there. 846 00:31:23,068 --> 00:31:24,034 - Six brothers. Wow. 847 00:31:24,068 --> 00:31:25,034 - Six brothers. - Amazing. 848 00:31:25,068 --> 00:31:26,137 - And one sister. 849 00:31:26,172 --> 00:31:27,310 - Do they ever come out to see you? 850 00:31:27,344 --> 00:31:28,586 - Actually, no, it's very expensive. 851 00:31:28,620 --> 00:31:30,034 Yeah. 852 00:31:30,068 --> 00:31:32,620 - Art hasn't seen his family for over a decade. 853 00:31:32,655 --> 00:31:36,137 I couldn't imagine going so long without seeing family, 854 00:31:36,172 --> 00:31:38,413 so I'm really hoping that I can help him 855 00:31:38,448 --> 00:31:40,000 get to see his family soon. 856 00:31:40,034 --> 00:31:41,689 - And let's go, we clean outside. Okay? 857 00:31:41,724 --> 00:31:42,827 - Let's do it. Let's clean outside. 858 00:31:42,862 --> 00:31:44,103 - Let's go. 859 00:31:44,137 --> 00:31:46,241 - I'm inspired but what I saw with Art today. 860 00:31:46,275 --> 00:31:47,724 Do you like working for Coco's? 861 00:31:47,758 --> 00:31:50,793 - Yeah. I take pride what I do. I love it. 862 00:31:50,827 --> 00:31:53,793 - But it really hit home. He's understaffed. 863 00:31:53,827 --> 00:31:56,172 Some of the decisions that I'm making are decisions 864 00:31:56,206 --> 00:31:57,482 that are affecting him. 865 00:31:57,517 --> 00:32:00,172 And now I'm walking away with a lot to think about. 866 00:32:00,206 --> 00:32:01,172 Thanks so much. - Thank you so much. 867 00:32:01,206 --> 00:32:03,689 - Appreciate it. Yeah. 868 00:32:03,724 --> 00:32:08,724 - Bye, Brad. 869 00:32:08,758 --> 00:32:11,034 [light music] 870 00:32:11,068 --> 00:32:13,862 - This undercover experience changed me as a leader 871 00:32:13,896 --> 00:32:17,172 to be significantly more empathic. 872 00:32:17,206 --> 00:32:20,137 I was reminded of how important honoring people is 873 00:32:20,172 --> 00:32:22,275 and how far we've fallen from that. 874 00:32:22,310 --> 00:32:24,689 I'm responsible as well as my partners 875 00:32:24,724 --> 00:32:26,206 on our executive team. 876 00:32:26,241 --> 00:32:29,517 So I'm going to get right to work fixing the things 877 00:32:29,551 --> 00:32:32,965 I saw while undercover. 878 00:32:33,000 --> 00:32:36,620 [dramatic music] 879 00:32:36,655 --> 00:32:38,344 Today all of the employees have been invited 880 00:32:38,379 --> 00:32:40,448 to the set of the fake documentary. 881 00:32:40,482 --> 00:32:42,827 - We did a training with this guy. 882 00:32:42,862 --> 00:32:45,034 He did a really bad job in the kitchen. 883 00:32:45,068 --> 00:32:47,241 - They think they are filming the final interviews. 884 00:32:47,275 --> 00:32:49,000 - I think Brad is all right. 885 00:32:49,034 --> 00:32:50,620 - He was cool. He was really cool. 886 00:32:50,655 --> 00:32:54,034 - And they have no idea this is "Undercover Boss." 887 00:32:54,068 --> 00:32:58,827 ♪ 888 00:32:58,862 --> 00:33:01,896 [quirky music] 889 00:33:01,931 --> 00:33:03,965 ♪ 890 00:33:04,000 --> 00:33:05,137 You recognize me? 891 00:33:05,172 --> 00:33:07,586 - Are you Brad? - [laughs] 892 00:33:07,620 --> 00:33:08,620 - No. 893 00:33:08,655 --> 00:33:10,586 - I'm actually not Brad. 894 00:33:10,620 --> 00:33:11,655 - That was fake hair? 895 00:33:11,689 --> 00:33:13,689 - It was. - Okay. 896 00:33:13,724 --> 00:33:15,344 - My name is Warren Boone. 897 00:33:15,379 --> 00:33:17,965 I'm the chief people officer for Coco's. 898 00:33:18,000 --> 00:33:19,517 - Oh, wow. 899 00:33:19,551 --> 00:33:21,206 - And you're on "Undercover Boss." 900 00:33:21,241 --> 00:33:22,931 - Holy crap. 901 00:33:22,965 --> 00:33:24,137 [laughter] 902 00:33:24,172 --> 00:33:25,689 announcer: Coming up... 903 00:33:25,724 --> 00:33:28,034 - So that's--that's amazing. 904 00:33:28,068 --> 00:33:31,241 announcer: The boss changes lives forever. 905 00:33:31,275 --> 00:33:34,000 - Very much in shock. This doesn't happen to us. 906 00:33:41,862 --> 00:33:44,000 [dramatic music] 907 00:33:44,034 --> 00:33:45,827 - Now, one of the things that really impressed me 908 00:33:45,862 --> 00:33:47,137 about you, Art, 909 00:33:47,172 --> 00:33:50,241 is that you committed to working 8:00 to 8:00... 910 00:33:50,275 --> 00:33:51,206 - Yes. 911 00:33:51,241 --> 00:33:52,655 - Seven days a week during the pandemic. 912 00:33:52,689 --> 00:33:54,586 - I've been working, like, open to close. 913 00:33:54,620 --> 00:33:58,034 - And you did that with no expectation of getting a bonus. 914 00:33:58,068 --> 00:33:59,689 - No, I was not expecting anything. 915 00:33:59,724 --> 00:34:03,379 - So what I'd like to do is invest almost a million dollars 916 00:34:03,413 --> 00:34:07,379 into the bonus program. And your personal bonus 917 00:34:07,413 --> 00:34:10,000 should work out to at least $10,000 a year. 918 00:34:10,034 --> 00:34:13,447 - This is too much. This is really great. 919 00:34:13,482 --> 00:34:15,724 Thank you so, so much. 920 00:34:15,757 --> 00:34:17,172 - How long has it been since you visited 921 00:34:17,206 --> 00:34:18,931 your extended family in Bangladesh? 922 00:34:18,965 --> 00:34:20,310 - Ten years. 923 00:34:20,344 --> 00:34:22,379 - It's been a long time, huh? - It's long time. 924 00:34:22,413 --> 00:34:24,585 I want to take my daughters to know their cousins, 925 00:34:24,620 --> 00:34:27,757 and I cannot wait to see my siblings. 926 00:34:27,793 --> 00:34:30,585 FaceTime is not enough. 927 00:34:30,620 --> 00:34:35,585 I want the feeling when I hug them. 928 00:34:35,620 --> 00:34:37,551 - I want to give you something back, 929 00:34:37,585 --> 00:34:40,275 a reward for all of your hard work and loyalty. 930 00:34:40,310 --> 00:34:44,310 We are gonna give you $10,000 931 00:34:44,344 --> 00:34:46,931 so you can take your family to Bangladesh. 932 00:34:46,965 --> 00:34:50,000 - Wow. Now, I almost cry. I don't know what to tell you. 933 00:34:50,034 --> 00:34:52,034 That would be great. That will be beautiful. 934 00:34:52,068 --> 00:34:54,965 And my wife and kids will enjoy it. 935 00:34:55,000 --> 00:34:57,482 Thank you, sir. 936 00:34:57,517 --> 00:34:58,689 I'm very happy. 937 00:34:58,724 --> 00:35:01,068 This is a really, really good feeling, 938 00:35:01,103 --> 00:35:04,689 which is you cannot express with words. 939 00:35:04,724 --> 00:35:08,310 - Tom, working with you I had the feeling that the cooks 940 00:35:08,344 --> 00:35:10,034 wanted me out of that kitchen. 941 00:35:10,068 --> 00:35:13,689 - You are very correct. - [laughs] 942 00:35:13,724 --> 00:35:15,517 Well, one of the things that impressed me about you is, 943 00:35:15,551 --> 00:35:17,000 you had a lot of different ideas. 944 00:35:17,034 --> 00:35:18,413 And you had some 945 00:35:18,448 --> 00:35:21,965 legitimate criticisms about our social media. 946 00:35:22,000 --> 00:35:23,448 - I don't think we have enough engagement, 947 00:35:23,482 --> 00:35:26,137 in my personal opinion, with our clientele. 948 00:35:26,172 --> 00:35:28,482 - What I'd like to do is to set up a meeting 949 00:35:28,517 --> 00:35:30,448 between you and our director of marketing... 950 00:35:30,482 --> 00:35:33,034 - Oh, wow. - To brainstorm ideas. 951 00:35:33,068 --> 00:35:34,655 - That would be perfect. That would be awesome. 952 00:35:34,689 --> 00:35:38,034 I would really, really enjoy that. 953 00:35:38,068 --> 00:35:40,517 - Well, one of the things that you had expressed 954 00:35:40,551 --> 00:35:42,793 is a desire to move up. Is that right? 955 00:35:42,827 --> 00:35:43,965 - Mm-hmm. 956 00:35:44,000 --> 00:35:45,758 - Well, Tom, I would agree with you. 957 00:35:45,793 --> 00:35:48,965 I think that you do a terrific job as a shift lead, 958 00:35:49,000 --> 00:35:51,241 and we want to give you that opportunity to grow. 959 00:35:51,275 --> 00:35:52,793 - Well, thank you. - And so as soon 960 00:35:52,827 --> 00:35:54,482 as an assistant general manager position 961 00:35:54,517 --> 00:35:59,034 comes available in your area, that job is yours. 962 00:35:59,068 --> 00:36:00,586 - Wow. Yeah. 963 00:36:00,620 --> 00:36:03,310 I would--I'd definitely like that. That sounds amazing. 964 00:36:03,344 --> 00:36:04,827 - Our assistant general managers 965 00:36:04,862 --> 00:36:08,827 make up to $5,000 annually in bonus. 966 00:36:08,862 --> 00:36:10,931 - A bonus? Thank you. 967 00:36:10,965 --> 00:36:12,758 Thank you. A million times thank you. 968 00:36:12,793 --> 00:36:16,379 And I really would really appreciate the opportunity. 969 00:36:16,413 --> 00:36:18,862 - So one of the things that you shared with me 970 00:36:18,896 --> 00:36:21,137 was about your stepmother. 971 00:36:21,172 --> 00:36:24,586 - Well, she--about four years ago, 972 00:36:24,620 --> 00:36:27,206 she got diagnosed with dementia. 973 00:36:27,241 --> 00:36:30,517 And I ended up moving in for three years. 974 00:36:30,551 --> 00:36:33,068 Unfortunately, she ended up passing away. 975 00:36:33,103 --> 00:36:34,172 - Oh. 976 00:36:34,206 --> 00:36:35,724 - This just happened not too long ago, 977 00:36:35,758 --> 00:36:38,310 so I'm still--still recovering from that. 978 00:36:38,344 --> 00:36:40,275 - From what I understand, 979 00:36:40,310 --> 00:36:42,620 when your stepmother passed away, 980 00:36:42,655 --> 00:36:46,862 it affected your housing situation. 981 00:36:46,896 --> 00:36:50,103 - To make a long story short, not even, like, a month 982 00:36:50,137 --> 00:36:51,689 after she's passed--I could end up 983 00:36:51,724 --> 00:36:54,034 getting kicked out, which could happen at any time. 984 00:36:54,068 --> 00:36:58,275 - Well, I'm not okay with you being homeless. 985 00:36:58,310 --> 00:37:00,103 So what we'd like to do 986 00:37:00,137 --> 00:37:03,172 is be able to provide for you $10,000... 987 00:37:03,206 --> 00:37:04,724 - Oh, crap. 988 00:37:04,758 --> 00:37:06,551 - To assist your housing situation. 989 00:37:06,586 --> 00:37:08,448 Does that provide a good safety net for you? 990 00:37:08,482 --> 00:37:11,862 - Yes. That's--that's... 991 00:37:11,896 --> 00:37:14,000 yes, that would be amazing. 992 00:37:14,034 --> 00:37:15,413 Thank you so much. 993 00:37:15,448 --> 00:37:17,275 - Thank you for everything you've done. 994 00:37:17,310 --> 00:37:22,137 And I can't wait to see what happens next for you. 995 00:37:22,172 --> 00:37:23,379 Thanks, Tom. - Thank you. 996 00:37:23,413 --> 00:37:26,068 I feel great about my future. I feel like, 997 00:37:26,103 --> 00:37:28,241 honestly, I can take on the world right now. 998 00:37:28,275 --> 00:37:29,689 - Working with you, Ramon, 999 00:37:29,724 --> 00:37:32,827 I could see you were a master baker. 1000 00:37:32,862 --> 00:37:36,344 - I'm proud of what I do, and I try to always do my best. 1001 00:37:36,379 --> 00:37:39,517 - Pie is the signature product for Coco's, 1002 00:37:39,551 --> 00:37:42,896 and you didn't have the right supplies to do your job. 1003 00:37:42,931 --> 00:37:44,310 - Yeah. 1004 00:37:44,344 --> 00:37:47,137 - So I want to go back to my team and fill them in 1005 00:37:47,172 --> 00:37:49,896 on everything we're getting wrong in our kitchens. 1006 00:37:49,931 --> 00:37:54,103 - That sounds like music to my ears. 1007 00:37:54,137 --> 00:37:55,655 Thank you. 1008 00:37:55,689 --> 00:37:57,206 - One of the other things about you that really 1009 00:37:57,241 --> 00:37:58,689 impressed me, Ramon, 1010 00:37:58,724 --> 00:38:03,068 is that you've worked with the company for over 35 years. 1011 00:38:03,103 --> 00:38:04,482 - Oh, yes. 1012 00:38:04,517 --> 00:38:07,793 - Do you think that Coco's cares as much about you 1013 00:38:07,827 --> 00:38:09,413 as you care about Coco's? 1014 00:38:09,448 --> 00:38:11,000 - No, I don't think so. 1015 00:38:11,034 --> 00:38:14,655 - So, Ramon, I want to--I want to personally apologize to you. 1016 00:38:14,689 --> 00:38:16,379 I'm really sorry over the years 1017 00:38:16,413 --> 00:38:18,000 that you were overlooked. 1018 00:38:18,034 --> 00:38:23,241 And what I'm gonna do is, I'm gonna raise your hourly rate 1019 00:38:23,275 --> 00:38:24,793 to the highest end 1020 00:38:24,827 --> 00:38:28,482 that we pay bakers in the company. 1021 00:38:28,517 --> 00:38:29,827 It's what you deserve. 1022 00:38:29,862 --> 00:38:32,724 - I know that that money is gonna make a difference, 1023 00:38:32,758 --> 00:38:35,034 a big difference in my life. 1024 00:38:35,068 --> 00:38:38,379 - It will get better, 'cause we're not done yet. 1025 00:38:38,413 --> 00:38:42,586 What I'm gonna do is put $15,000 1026 00:38:42,620 --> 00:38:48,068 into a retirement account to help you when you retire. 1027 00:38:48,103 --> 00:38:50,620 - Amazing. I think nothing is going to happen, 1028 00:38:50,655 --> 00:38:54,344 nothing it going to change in my life, 1029 00:38:54,379 --> 00:38:58,793 but this is going to better my life. Thank you. 1030 00:38:58,827 --> 00:39:02,241 - Well, thank you. Thank you, Ramon. 1031 00:39:02,275 --> 00:39:04,586 Thank you for everything you've done. 1032 00:39:04,620 --> 00:39:06,862 - I just don't have the right words. 1033 00:39:06,896 --> 00:39:12,793 But...but it feels great to be recognized. 1034 00:39:12,827 --> 00:39:15,862 - Amanda, I gotta tell you, I thoroughly enjoyed 1035 00:39:15,896 --> 00:39:17,965 working with you on that day. 1036 00:39:18,000 --> 00:39:20,482 And you exemplify exactly what we're looking for... 1037 00:39:20,517 --> 00:39:23,034 - Thank you. - In a Coco's employee. 1038 00:39:23,068 --> 00:39:25,379 - I take my job really seriously. 1039 00:39:25,413 --> 00:39:27,586 You know, it's just who I am. 1040 00:39:27,620 --> 00:39:30,931 - One of the things that you brought to my attention 1041 00:39:30,965 --> 00:39:32,931 was the register. 1042 00:39:32,965 --> 00:39:34,379 There's an issue with the tickets 1043 00:39:34,413 --> 00:39:37,620 for the orders not getting to the kitchen. 1044 00:39:37,655 --> 00:39:38,931 - It's stressful, 'cause, you know, especially 1045 00:39:38,965 --> 00:39:40,137 when it's busy, you gotta go make sure 1046 00:39:40,172 --> 00:39:41,482 your ticket gets to the cooks, 1047 00:39:41,517 --> 00:39:43,827 like, physically give them to--it to them. 1048 00:39:43,862 --> 00:39:45,379 - The other thing was, when we were trying 1049 00:39:45,413 --> 00:39:47,206 to tender the gift cards... - Oh yes. 1050 00:39:47,241 --> 00:39:49,275 - We had guests that were waiting. 1051 00:39:49,310 --> 00:39:51,068 - Waiting. - There are definitely 1052 00:39:51,103 --> 00:39:52,758 some challenges with that register system. 1053 00:39:52,793 --> 00:39:54,172 - Yes. - And we need to fix 1054 00:39:54,206 --> 00:39:56,482 our glitches right now. 1055 00:39:56,517 --> 00:39:59,517 So we plan to invest upwards of almost a half 1056 00:39:59,551 --> 00:40:04,310 a million dollars to replace the system for you 1057 00:40:04,344 --> 00:40:05,758 and for the rest of our team members. 1058 00:40:05,793 --> 00:40:08,103 - That would be amazing. That would be-- 1059 00:40:08,137 --> 00:40:09,413 that would--that would-- I know that would help 1060 00:40:09,448 --> 00:40:12,379 all of us a lot. Thank you. 1061 00:40:12,413 --> 00:40:16,551 - You invited me into your home to meet your mother. 1062 00:40:16,586 --> 00:40:19,275 It was by far the most moving day 1063 00:40:19,310 --> 00:40:20,793 that I've had through this journey. 1064 00:40:20,827 --> 00:40:22,655 She's not very well, is she? 1065 00:40:22,689 --> 00:40:25,586 - No, she's not. I wish she could get better, 1066 00:40:25,620 --> 00:40:29,344 but, you know, there's no cure for what she has. 1067 00:40:29,379 --> 00:40:31,241 It's hard to watch her go through the things 1068 00:40:31,275 --> 00:40:33,551 that she's went through. 1069 00:40:33,586 --> 00:40:36,655 It's hard. She's my best friend. 1070 00:40:36,689 --> 00:40:39,965 That's--that's all I have, so it's hard. 1071 00:40:40,000 --> 00:40:42,068 [gentle piano music] 1072 00:40:42,103 --> 00:40:45,655 Because I don't know what I would do without her. 1073 00:40:45,689 --> 00:40:47,448 Sorry. 1074 00:40:47,482 --> 00:40:51,068 - It's okay. It's okay. 1075 00:40:51,103 --> 00:40:52,379 When we were talking, 1076 00:40:52,413 --> 00:40:56,620 I found out that you take the bus to--to work, 1077 00:40:56,655 --> 00:40:58,551 and I just couldn't help but think, 1078 00:40:58,586 --> 00:41:00,310 how does that affect your ability 1079 00:41:00,344 --> 00:41:01,724 to take care of your mom 1080 00:41:01,758 --> 00:41:04,379 and get her to appointments and that sort of thing? 1081 00:41:04,413 --> 00:41:05,689 - Yeah. 1082 00:41:05,724 --> 00:41:08,379 - So I'm gonna give you $20,000 1083 00:41:08,413 --> 00:41:10,068 to put towards a new car. 1084 00:41:10,103 --> 00:41:15,379 ♪ 1085 00:41:15,413 --> 00:41:19,620 - Thank you. That means a lot to both of us. 1086 00:41:19,655 --> 00:41:22,965 I know she'd be hugging you right now if she was here 1087 00:41:23,000 --> 00:41:24,620 and thanking you, I know, already. 1088 00:41:24,655 --> 00:41:27,379 She'd be crying with me. Hey, Mom. 1089 00:41:27,413 --> 00:41:28,655 - Hey, babe. - Guess what. 1090 00:41:28,689 --> 00:41:30,965 I was on "Undercover Boss," and so are you. 1091 00:41:31,000 --> 00:41:32,551 - No way! - Yes. 1092 00:41:32,586 --> 00:41:35,655 He's giving me $20,000 for a new car for us, 1093 00:41:35,689 --> 00:41:37,241 so I can take you to your appointments. 1094 00:41:37,275 --> 00:41:40,965 - My god. That's so wonderful. Very much in shock. 1095 00:41:41,000 --> 00:41:44,413 This doesn't happen to us. I'm so proud of you. 1096 00:41:44,448 --> 00:41:45,793 - Thank you, Mom. 1097 00:41:45,827 --> 00:41:46,793 - I love you more than you'll ever know. 1098 00:41:46,827 --> 00:41:49,000 - I love you too. 1099 00:41:49,034 --> 00:41:51,241 - Going undercover has given me the ability 1100 00:41:51,275 --> 00:41:53,068 to find out a lot of information, 1101 00:41:53,103 --> 00:41:56,137 and now I feel armed with enough 1102 00:41:56,172 --> 00:41:59,931 to be able to make a difference for our company. 1103 00:41:59,965 --> 00:42:02,827 Now that I've worked with many of these team members, 1104 00:42:02,862 --> 00:42:05,827 I feel like I have much more empathy towards them 1105 00:42:05,862 --> 00:42:07,896 and will be thinking more about them 1106 00:42:07,931 --> 00:42:10,310 when I make decisions that are gonna impact them. 1107 00:42:10,344 --> 00:42:12,620 ♪ 1108 00:42:12,655 --> 00:42:15,413 I'm leaving here knowing we've got work to do. 1109 00:42:15,448 --> 00:42:17,103 Coco's has not turned the corner yet, 1110 00:42:17,137 --> 00:42:20,000 but I think I'm not equipped to fight for its survival. 1111 00:42:20,034 --> 00:42:22,000 ♪