1 00:00:02,002 --> 00:00:04,872 [rumbling] 2 00:00:07,274 --> 00:00:10,777 [suspenseful music] 3 00:00:10,777 --> 00:00:14,181 Do not sit here in front of my [bleep] gym 4 00:00:14,181 --> 00:00:15,582 and cause [bleep] disturbance. 5 00:00:15,582 --> 00:00:16,984 -No, [bleep] you. -[Officer] Calm down. 6 00:00:16,984 --> 00:00:18,318 I don't gotta do [bleep]. 7 00:00:18,318 --> 00:00:20,387 You're on private [bleep] property. 8 00:00:20,387 --> 00:00:22,356 -[dramatic sting] -You're not allowed in here. 9 00:00:22,356 --> 00:00:24,291 Relax. You're not... allowed in here. 10 00:00:24,291 --> 00:00:26,093 [commotion] 11 00:00:26,093 --> 00:00:27,728 -You're not allowed... -[TASER deployed] 12 00:00:27,728 --> 00:00:29,696 -in here. [screams] -[dramatic sting] 13 00:00:33,700 --> 00:00:35,035 [screams] 14 00:00:35,035 --> 00:00:36,436 [Jonathan] I come in here all the time. 15 00:00:47,548 --> 00:00:48,882 [dramatic sting] 16 00:00:48,882 --> 00:00:54,021 -[trumpets] -[screaming] 17 00:00:54,021 --> 00:00:55,389 [dramatic sting] 18 00:00:55,389 --> 00:00:57,224 [Narrator] Customer complaints... 19 00:00:57,224 --> 00:00:58,992 are at an all-time high... 20 00:00:58,992 --> 00:01:00,827 You [bleep] sons of bitches. 21 00:01:00,827 --> 00:01:03,263 [Narrator] ...putting workers on the defensive. 22 00:01:03,263 --> 00:01:05,065 [screaming] 23 00:01:05,065 --> 00:01:06,833 [Narrator] And with labor shortages, 24 00:01:06,833 --> 00:01:08,335 supply chain woes, 25 00:01:08,335 --> 00:01:12,072 and a 40% rise in violent retail crime, 26 00:01:12,072 --> 00:01:16,109 it's an all-out battle at the checkout. 27 00:01:16,109 --> 00:01:18,512 [screaming] 28 00:01:18,512 --> 00:01:19,980 [Narrator] "The customer's always right"... 29 00:01:19,980 --> 00:01:21,348 [Man] Holy cow. 30 00:01:21,348 --> 00:01:22,950 [Narrator] ...is just plain wrong. 31 00:01:22,950 --> 00:01:25,619 -I am a customer! -I'm a customer too, Becky. 32 00:01:25,619 --> 00:01:26,987 [screaming] 33 00:01:26,987 --> 00:01:29,556 ♪ 34 00:01:29,556 --> 00:01:32,025 [Narrator] In the world of customer service, 35 00:01:32,025 --> 00:01:33,360 relationships matter. 36 00:01:34,494 --> 00:01:36,196 And some employees will go out of their way 37 00:01:36,196 --> 00:01:37,598 to make a connection... 38 00:01:37,598 --> 00:01:41,268 [upbeat music] 39 00:01:41,268 --> 00:01:43,236 [Narrator] Perhaps offering to entertain customers 40 00:01:43,236 --> 00:01:45,272 while they wait for an order... 41 00:01:45,272 --> 00:01:47,708 [Women laughing] 42 00:01:47,708 --> 00:01:50,510 -[Narrator] Or... -Two. Three. 43 00:01:50,510 --> 00:01:54,514 ♪ Happy birthday to you 44 00:01:54,514 --> 00:01:56,950 [Narrator] ...helping to make their special occasion... 45 00:01:56,950 --> 00:01:59,219 ♪ To you 46 00:01:59,219 --> 00:02:03,790 ♪ Happy birthday, dear Fifi 47 00:02:03,790 --> 00:02:05,158 [Narrator] ...even more so. 48 00:02:05,158 --> 00:02:09,262 -♪ Happy birthday to you -[cheering and applause] 49 00:02:09,262 --> 00:02:10,864 [Narrator] And while these extra touches 50 00:02:10,864 --> 00:02:13,100 can certainly brighten a customer's day... 51 00:02:13,100 --> 00:02:14,434 [dramatic sting] 52 00:02:14,434 --> 00:02:15,869 -42... -[Woman 2 laughs] 53 00:02:15,869 --> 00:02:20,407 ...43, 44. 54 00:02:20,407 --> 00:02:22,275 Oh, my gosh. 55 00:02:22,275 --> 00:02:24,478 -[laughter] -[dramatic sting] 56 00:02:24,478 --> 00:02:26,046 Yes, you... [indistinct] 57 00:02:26,046 --> 00:02:27,914 [Narrator] They can also bank some serious goodwill 58 00:02:27,914 --> 00:02:30,851 for the employee, should the need ever arise. 59 00:02:30,851 --> 00:02:32,185 [dramatic sting] 60 00:02:34,421 --> 00:02:36,823 [Narrator] In a fast food restaurant in Texas... 61 00:02:38,692 --> 00:02:40,627 [Woman speaks indistinctly] 62 00:02:47,868 --> 00:02:49,870 [Narrator] An employee is being confronted 63 00:02:49,870 --> 00:02:53,473 by three women because, according to this customer, 64 00:02:53,473 --> 00:02:56,510 he made a rude remark about her weight earlier, 65 00:02:56,510 --> 00:02:58,612 which the employee denies. 66 00:03:18,532 --> 00:03:20,267 [Narrator] According to media reports, 67 00:03:20,267 --> 00:03:23,670 the offended woman came back with two work colleagues... 68 00:03:23,670 --> 00:03:25,072 -No, ma'am. -[Narrator] ...and neither 69 00:03:25,072 --> 00:03:27,007 were present when the alleged comment was made. 70 00:03:27,007 --> 00:03:28,308 Thank you, thank you. 71 00:03:32,379 --> 00:03:34,147 [Woman speaks unintelligibly] ...pick up your order. 72 00:03:34,147 --> 00:03:35,482 Um... 73 00:03:35,549 --> 00:03:36,950 Oh. 74 00:03:38,985 --> 00:03:40,454 [Employee] Yeah, a... 75 00:03:40,454 --> 00:03:41,888 [Narrator] When the customer apparently 76 00:03:41,888 --> 00:03:43,990 told them the story after returning to work 77 00:03:43,990 --> 00:03:45,859 from the restaurant, they decided 78 00:03:45,859 --> 00:03:47,394 to come to her defense. 79 00:04:11,218 --> 00:04:12,652 [Narrator] But the offended customer 80 00:04:12,652 --> 00:04:14,855 is not the only one with defenders. 81 00:04:14,855 --> 00:04:16,223 [Jonathan] I'm recording for you. 82 00:04:16,223 --> 00:04:17,557 I come in here all the time. 83 00:04:30,637 --> 00:04:33,039 [Narrator] Though the man filming was also not present 84 00:04:33,039 --> 00:04:36,343 for the alleged remark, the sudden change in dynamic 85 00:04:36,343 --> 00:04:38,712 appears to turn the situation on its head. 86 00:04:45,986 --> 00:04:48,021 [Narrator] And the offended customer walks off... 87 00:04:51,424 --> 00:04:53,660 [Narrator] Just as another customer appears to come 88 00:04:53,660 --> 00:04:55,395 to the employee's defense. 89 00:04:56,296 --> 00:04:57,664 [Filmer] Excellent. I'm just glad 90 00:04:57,664 --> 00:04:58,999 that you get good customer service. 91 00:04:58,999 --> 00:05:00,300 No, ma'am. 92 00:05:02,469 --> 00:05:04,070 [Jonathan] Well, I'm glad I get good customer service 93 00:05:04,070 --> 00:05:05,705 every time I come in here. 94 00:05:05,705 --> 00:05:07,340 [Woman continues arguing] 95 00:05:07,340 --> 00:05:08,708 [Narrator] Seemingly outnumbered, 96 00:05:08,708 --> 00:05:10,043 the woman filming leaves. 97 00:05:13,313 --> 00:05:15,148 -[dramatic sting] -[Narrator] The loyal customr 98 00:05:15,148 --> 00:05:18,718 who defended the employee posts the incident on social media. 99 00:05:23,290 --> 00:05:24,624 You did, 100%. 100 00:05:24,624 --> 00:05:26,493 [Narrator] The video draws millions of views 101 00:05:26,493 --> 00:05:29,262 with many commenters praising the fast food employees' 102 00:05:29,262 --> 00:05:31,198 grace under pressure. 103 00:05:39,940 --> 00:05:41,474 [Narrator] But regardless of what actually happened... 104 00:05:41,474 --> 00:05:42,809 [dramatic sting] 105 00:05:47,113 --> 00:05:48,415 [Narrator] While the woman filming may have 106 00:05:48,415 --> 00:05:50,217 confronted the cashier in an attempt 107 00:05:50,217 --> 00:05:51,751 to have her colleague's back... 108 00:05:54,221 --> 00:05:56,790 [Narrator] ...she had no idea how many other customers 109 00:05:56,790 --> 00:05:59,426 would ultimately have his. 110 00:05:59,426 --> 00:06:01,862 [Jonathan] He has excellent customer service 111 00:06:01,862 --> 00:06:04,030 every time I've ever been in here. 112 00:06:04,397 --> 00:06:07,300 [dramatic sting] 113 00:06:07,834 --> 00:06:09,236 [upbeat music] 114 00:06:09,236 --> 00:06:12,505 [Narrator] Noise from businesses can be harmful to health, 115 00:06:12,505 --> 00:06:16,109 and thanks to the Noise Control Act of 1972, 116 00:06:16,109 --> 00:06:19,779 many cities across the US have ordinances in place, 117 00:06:19,779 --> 00:06:23,149 like quiet time from 10:00pm to 7:00am, 118 00:06:23,149 --> 00:06:26,019 decibel caps and higher restrictions 119 00:06:26,019 --> 00:06:28,788 in areas zoned as residential. 120 00:06:28,788 --> 00:06:30,991 Whether caused by work outside... 121 00:06:30,991 --> 00:06:32,726 [Woman] It's past midnight. 122 00:06:34,527 --> 00:06:35,896 [Narrator] ...like construction... 123 00:06:35,896 --> 00:06:39,099 [drilling noises] 124 00:06:39,099 --> 00:06:40,700 [Woman] Why? 125 00:06:40,834 --> 00:06:43,436 [Narrator] ...or actually within or around a place of business, 126 00:06:43,436 --> 00:06:45,438 like a bar or restaurant... 127 00:06:45,438 --> 00:06:48,975 It's currently 4:00am and I cannot sleep 128 00:06:48,975 --> 00:06:53,914 because your establishment is blasting music outside so loud. 129 00:06:53,914 --> 00:06:57,784 Keep in mind, I live across four lanes, 130 00:06:57,784 --> 00:07:00,954 from which your outside speakers are allowing sound 131 00:07:00,954 --> 00:07:02,822 to travel into my bedroom. 132 00:07:02,822 --> 00:07:04,190 [Narrator] ...event space... 133 00:07:04,190 --> 00:07:09,095 [loud drums playing] 134 00:07:09,095 --> 00:07:11,064 [Narrator] ...or even... 135 00:07:11,064 --> 00:07:12,732 a gym. 136 00:07:12,732 --> 00:07:14,434 It's 6:00am in Illinois... 137 00:07:14,434 --> 00:07:17,137 [music blasting] 138 00:07:17,137 --> 00:07:19,272 [Narrator] ...and an officer walks into a gym near 139 00:07:19,272 --> 00:07:22,509 a residential area to make a simple request. 140 00:07:37,557 --> 00:07:39,092 [Narrator] According to the case report, 141 00:07:39,092 --> 00:07:43,129 this gym is on police radar after 36 noise calls 142 00:07:43,129 --> 00:07:45,298 over the course of nine months 143 00:07:45,298 --> 00:07:47,467 and several prior compliance tickets. 144 00:07:57,844 --> 00:07:59,379 [Narrator] And, unfortunately, 145 00:07:59,379 --> 00:08:01,748 it's about to get a whole lot louder. 146 00:08:04,851 --> 00:08:07,053 [siren wailing] 147 00:08:07,053 --> 00:08:09,589 [Narrator] A second officer arrives within minutes... 148 00:08:10,657 --> 00:08:12,826 [Officer 2] What do you got going on? This is the dude? 149 00:08:13,626 --> 00:08:15,495 This big-ass dude? 150 00:08:15,495 --> 00:08:17,464 [Officer 1] Hell, yeah. He [bleep] pushed me out. 151 00:08:17,464 --> 00:08:19,599 [Officer 2] He pushed you out the gym? 152 00:08:19,599 --> 00:08:21,267 [Narrator] ...followed by a third... 153 00:08:21,267 --> 00:08:23,803 -[Officer 3] What's going on? -[Narrator] ...and a fourth. 154 00:08:23,803 --> 00:08:26,673 -He pushed you out? -He kind of, like, 155 00:08:26,673 --> 00:08:28,241 nudged me out of... I open the door. 156 00:08:28,241 --> 00:08:29,909 You're about to get [bleep] sued for harassment. 157 00:08:29,909 --> 00:08:31,945 -This is my [bleep] property. -[Officer 1] Okay. 158 00:08:31,945 --> 00:08:35,582 You do not sit here in front of my [bleep] gym 159 00:08:35,582 --> 00:08:38,151 and cause [bleep] disturbance. [bleep] you. 160 00:08:38,585 --> 00:08:40,587 Don't [bleep] with me. Don't [bleep] with me today. 161 00:08:40,587 --> 00:08:42,789 No. Yeah, you are. Yes, you are. 162 00:08:42,789 --> 00:08:45,291 You guys are sitting here [bleep] staring at my [bleep]. 163 00:08:45,291 --> 00:08:47,694 These guys don't pay $50 a month for you-- 164 00:08:47,694 --> 00:08:49,062 I don't give a [bleep]. 165 00:08:49,062 --> 00:08:50,630 What the [bleep] are you gonna do to me? 166 00:08:50,630 --> 00:08:51,931 You ain't gonna do [bleep]. 167 00:08:51,931 --> 00:08:54,300 What the [bleep] are you doing rolling four deep? 168 00:08:54,300 --> 00:08:55,668 All I was asking for was your ID. 169 00:08:55,668 --> 00:08:58,705 Just shut the [bleep] up! Shut the [bleep] up. 170 00:09:00,540 --> 00:09:02,175 [Narrator] The gym owner is frustrated 171 00:09:02,175 --> 00:09:04,310 by the police presence. 172 00:09:04,310 --> 00:09:05,645 You ain't getting [bleep]. 173 00:09:05,645 --> 00:09:07,313 You're about to get [bleep] sued for harassment. 174 00:09:07,313 --> 00:09:09,315 You're disrupting my [bleep]. 175 00:09:09,315 --> 00:09:12,786 You are disrupting it. You are causing the scene. 176 00:09:12,786 --> 00:09:15,422 If you give this officer your information-- 177 00:09:16,289 --> 00:09:17,891 [Narrator] That frustration... 178 00:09:17,891 --> 00:09:20,226 You're not allowed in here. You're not-- 179 00:09:20,226 --> 00:09:21,828 [Officer speaks indistinctly] 180 00:09:22,529 --> 00:09:24,431 [Narrator] ...is the least of his problems. 181 00:09:24,431 --> 00:09:25,865 -[commotion] -[bleep] 182 00:09:25,865 --> 00:09:27,233 [Gym owner] You're not allowed in here. 183 00:09:27,233 --> 00:09:28,501 [Officer] Relax. Back up! Back up! 184 00:09:28,501 --> 00:09:29,869 [Gym owner] You're not allowed [bleep] in here. 185 00:09:29,869 --> 00:09:35,842 -[indistinct yelling] -[bleep] 186 00:09:35,842 --> 00:09:38,144 [Gym owner screaming] [bleep] 187 00:09:48,188 --> 00:09:49,889 [Narrator] At a gym in Illinois, 188 00:09:49,889 --> 00:09:51,825 the owner is locked in a dispute 189 00:09:51,825 --> 00:09:54,627 with officers responding to a noise complaint. 190 00:09:54,627 --> 00:09:56,996 [bleep] You're not allowed in here. 191 00:09:56,996 --> 00:09:58,498 [Narrator] And when he tries to walk away... 192 00:09:58,731 --> 00:10:01,167 You're not the [bleep] allowed in here. 193 00:10:01,167 --> 00:10:03,069 You're not allowed [bleep] in here. 194 00:10:03,069 --> 00:10:05,004 [Narrator] ...the officers attempt to restrain him... 195 00:10:05,004 --> 00:10:07,207 You're not allowed [bleep] in here. 196 00:10:07,207 --> 00:10:09,342 [Narrator] ...finally doing so... 197 00:10:09,342 --> 00:10:11,911 [Gym owner grunts, screams in pain] [bleep] 198 00:10:11,911 --> 00:10:13,880 [Narrator] ...with the help of a TASER. 199 00:10:14,514 --> 00:10:17,550 [bleeps] 200 00:10:19,185 --> 00:10:22,789 -[bleeps] -[indistinct] 201 00:10:22,789 --> 00:10:25,525 [bleeps, screams] 202 00:10:26,159 --> 00:10:28,761 [Narrator] A gym member steps in to confront police.. 203 00:10:34,033 --> 00:10:36,836 [Gym owner] You're ripping my [bleep] shoulder! 204 00:10:36,836 --> 00:10:39,105 [Gym owner] You're ripping my shoulder! 205 00:10:39,405 --> 00:10:41,674 -You're ripping my shoulder! -Step back! Relax! 206 00:10:41,674 --> 00:10:43,476 [Narrator] ...as all four officers 207 00:10:43,476 --> 00:10:45,712 still struggle to handcuff the man... 208 00:10:45,712 --> 00:10:47,080 -Step back! -[Woman] James. 209 00:10:50,617 --> 00:10:52,585 [Narrator] ...more gym membes approach to voice 210 00:10:52,585 --> 00:10:55,188 their concerns to the officers. 211 00:10:56,022 --> 00:10:58,825 [bleeps] 212 00:10:58,825 --> 00:11:00,693 Did you see what he was doing? Are you serious? 213 00:11:00,693 --> 00:11:02,028 He was hitting us in the face too. 214 00:11:03,062 --> 00:11:05,899 -[Woman] But you're-- -[bleep] 215 00:11:05,899 --> 00:11:07,233 [all speak at once] 216 00:11:14,240 --> 00:11:15,675 [Officer] All right. Turn up on your side. 217 00:11:15,675 --> 00:11:17,277 [Narrator] The officers continue to go 218 00:11:17,277 --> 00:11:19,112 about their business... 219 00:11:19,112 --> 00:11:21,247 All right. Walk out this way. 220 00:11:23,516 --> 00:11:25,018 [Woman] Wow! 221 00:11:25,018 --> 00:11:26,786 [Narrator] And with the man now secured in handcuffs, 222 00:11:26,786 --> 00:11:29,622 the police prepare to place him in the squad ca. 223 00:11:31,391 --> 00:11:32,992 [Officer 1] I was literally just supposed to ask you 224 00:11:32,992 --> 00:11:34,994 for your ID, bro, that's it. We didn't have to do all this. 225 00:11:36,196 --> 00:11:38,198 Everybody here was cool with you. 226 00:11:38,198 --> 00:11:39,699 No one yelled at you or anything. 227 00:11:39,699 --> 00:11:41,401 You provoked that whole thing. 228 00:11:41,768 --> 00:11:43,303 [Narrator] According to the police report, 229 00:11:43,303 --> 00:11:44,804 one of the officers sustains 230 00:11:44,804 --> 00:11:46,739 a minor abrasion on the inside 231 00:11:46,739 --> 00:11:48,841 of his bottom lip during the struggle. 232 00:11:48,841 --> 00:11:50,143 [Officer] Who tased? 233 00:11:51,511 --> 00:11:52,912 -[dramatic sting] -[upbeat music] 234 00:11:52,912 --> 00:11:54,847 [Narrator] The gym owner is charged with two counts 235 00:11:54,847 --> 00:11:56,849 of resisting a peace officer. 236 00:11:59,319 --> 00:12:00,820 [Narrator] According to court records, 237 00:12:00,820 --> 00:12:03,256 County prosecutors filed a motion to drop 238 00:12:03,256 --> 00:12:06,426 the criminal complaint and the charges were dismissed. 239 00:12:06,426 --> 00:12:07,827 You're about to get sued for harassment. 240 00:12:07,827 --> 00:12:09,195 Oh? 241 00:12:09,195 --> 00:12:10,496 [Narrator] And while the case is closed, 242 00:12:10,496 --> 00:12:12,232 the lesson is clear. 243 00:12:12,232 --> 00:12:15,001 Responding to a police complaint with a level head... 244 00:12:15,001 --> 00:12:16,703 [commotion] 245 00:12:16,703 --> 00:12:19,472 [Narrator] ...is infinitely better than this. 246 00:12:19,472 --> 00:12:22,008 [Gym owner screams] [bleep] 247 00:12:22,008 --> 00:12:24,143 -[commotion] -[dramatic sting] 248 00:12:25,244 --> 00:12:28,147 [upbeat music] 249 00:12:28,147 --> 00:12:29,782 [Narrator] While it is certainly the exception 250 00:12:29,782 --> 00:12:33,519 rather than the norm, there are myriad ways that customes 251 00:12:33,519 --> 00:12:37,090 can be involved in an accident while in a place of business... 252 00:12:37,090 --> 00:12:43,096 ♪ 253 00:12:43,096 --> 00:12:45,832 [Narrator] ...and the same is also true for employees. 254 00:12:47,066 --> 00:12:48,368 [yelling] 255 00:12:50,637 --> 00:12:52,839 [Narrator] And while most businesses do their best 256 00:12:52,839 --> 00:12:56,743 to avoid such incidents, there are some threats 257 00:12:56,743 --> 00:12:59,846 that are nearly impossible to predict. 258 00:12:59,846 --> 00:13:01,147 In Canada... 259 00:13:01,147 --> 00:13:02,949 All right. Thank you guys so much. 260 00:13:02,949 --> 00:13:05,985 [Narrator] It's 1:30pm at a phone repair shop 261 00:13:05,985 --> 00:13:07,854 as a customer in the store chats 262 00:13:07,854 --> 00:13:10,490 with one of the owners while heading toward the doo. 263 00:13:10,490 --> 00:13:12,592 Yeah, let me know if you figure out 264 00:13:12,592 --> 00:13:14,627 a way of being able to sneak out of the country. 265 00:13:14,627 --> 00:13:17,797 [Narrator] The owner's husbad and co-owner of the store 266 00:13:17,797 --> 00:13:19,599 sits toward the back 267 00:13:19,599 --> 00:13:21,768 while an employee is in between the two. 268 00:13:21,768 --> 00:13:23,636 Worst comes to worse, we'll be heading 269 00:13:23,636 --> 00:13:25,271 to, like, the mountains in Idaho. 270 00:13:25,271 --> 00:13:27,407 [Narrator] And while it may seem like a relatively 271 00:13:27,407 --> 00:13:28,708 -quiet moment... -[laughing] 272 00:13:28,708 --> 00:13:30,343 -it's about to become... -Thank you. 273 00:13:30,343 --> 00:13:31,844 -[Owner] See you. -...significantly 274 00:13:31,844 --> 00:13:34,113 -less so. -[screaming] 275 00:13:39,385 --> 00:13:40,787 All right. Thank you guys so much. 276 00:13:40,787 --> 00:13:42,655 [Narrator] At a phone repair shop in Canada... 277 00:13:42,655 --> 00:13:44,023 ...going somewhere. 278 00:13:44,023 --> 00:13:45,491 -[laughter] -Thank you. 279 00:13:45,491 --> 00:13:47,860 [Narrator] The store's one customer heads out the door. 280 00:13:48,294 --> 00:13:50,963 [Woman screaming] 281 00:13:53,132 --> 00:13:54,467 [bleep] 282 00:13:54,734 --> 00:13:56,035 [dramatic sting] 283 00:13:56,035 --> 00:13:58,271 [Narrator] Multiple security cameras record 284 00:13:58,271 --> 00:14:01,307 as just moments after the customer leaves the stor, 285 00:14:01,307 --> 00:14:04,577 this silver car appears to speed up... 286 00:14:04,577 --> 00:14:05,912 [Woman screaming] 287 00:14:05,912 --> 00:14:07,847 [Narrator] ...and drive straight into the store. 288 00:14:07,847 --> 00:14:10,216 -[Woman screaming] -[bleep] 289 00:14:10,216 --> 00:14:11,784 [Narrator] According to news reports, 290 00:14:11,784 --> 00:14:14,387 while the male store owner receives some scratches 291 00:14:14,387 --> 00:14:16,889 and bruises from being pushed into the wall, 292 00:14:16,889 --> 00:14:19,392 his wife is unscathed, 293 00:14:19,392 --> 00:14:22,495 mostly because, as luck would have it, 294 00:14:22,495 --> 00:14:24,297 she moves her chair 295 00:14:24,297 --> 00:14:27,300 seconds before the car plows through the store... 296 00:14:27,300 --> 00:14:30,036 -[screams] -[Narrator] ...incredibly, 297 00:14:30,036 --> 00:14:32,538 allowing the falling wall to just graze her... 298 00:14:32,538 --> 00:14:34,040 [bleep] 299 00:14:34,040 --> 00:14:36,476 [Narrator] ...without causing any serious injuries. 300 00:14:36,476 --> 00:14:39,479 [dramatic music] 301 00:14:39,479 --> 00:14:43,716 [Woman screaming] 302 00:14:44,650 --> 00:14:46,252 -[bleep] -[Narrator] The store employe 303 00:14:46,252 --> 00:14:48,788 also appears unharmed. 304 00:14:48,788 --> 00:14:50,423 According to media reports, 305 00:14:50,423 --> 00:14:52,625 the driver is assessed by emergency crews 306 00:14:52,625 --> 00:14:54,260 and cleared of injuries. 307 00:14:54,260 --> 00:14:57,296 The incident is still under investigation. 308 00:14:57,296 --> 00:15:00,633 It is unknown what caused the vehicle to crash, 309 00:15:00,633 --> 00:15:03,803 but in a statement to the news, the owner says, 310 00:15:03,803 --> 00:15:07,673 "Nobody really got hurt so we can't complain too much" 311 00:15:07,673 --> 00:15:09,075 [dramatic sting] 312 00:15:09,075 --> 00:15:11,277 [Narrator] A great reminder that if you're ever 313 00:15:11,277 --> 00:15:14,981 in a ground level store with ample parking... 314 00:15:14,981 --> 00:15:18,184 it never hurts to keep one eye on the lot outside. 315 00:15:18,184 --> 00:15:19,786 [Woman screaming] 316 00:15:19,786 --> 00:15:21,154 [bleep] 317 00:15:21,788 --> 00:15:24,590 [dramatic sting] 318 00:15:24,590 --> 00:15:27,827 [upbeat music] 319 00:15:27,827 --> 00:15:30,430 [Narrator] Every year, millions of customers travel 320 00:15:30,430 --> 00:15:33,666 to Africa for safari adventures, 321 00:15:33,666 --> 00:15:37,136 fueling a billion dollar industry built on the promise 322 00:15:37,136 --> 00:15:40,039 of getting closer to the wild than ever before. 323 00:15:40,807 --> 00:15:43,242 [growls] 324 00:15:43,509 --> 00:15:44,844 [Man shudders] 325 00:15:45,278 --> 00:15:47,446 [Narrator] And while this is often a life-changing event 326 00:15:47,446 --> 00:15:50,383 for those lucky enough to book one of these outings... 327 00:15:52,118 --> 00:15:54,387 it's not always the kind of life change... 328 00:15:54,387 --> 00:15:55,721 [dramatic sting] 329 00:15:55,721 --> 00:15:57,023 [Narrator] ...one might be looking for. 330 00:15:57,023 --> 00:15:58,391 [birds chirping] 331 00:16:00,560 --> 00:16:02,428 [screams] 332 00:16:02,428 --> 00:16:03,863 [dramatic sting] 333 00:16:03,863 --> 00:16:06,299 [Narrator] In Botswana... 334 00:16:06,299 --> 00:16:08,734 partners Larry Unrein and Jeff Melvin... 335 00:16:09,836 --> 00:16:11,671 are with a group on a canoe safari 336 00:16:11,671 --> 00:16:13,673 in the Okavango delta... 337 00:16:15,842 --> 00:16:18,277 [Narrator] ...home to Africas largest elephant population. 338 00:16:18,277 --> 00:16:19,645 [Guide speaks indistinctly] 339 00:16:19,645 --> 00:16:21,914 It was actually a birthday present for me for my 50th. 340 00:16:23,249 --> 00:16:28,588 I was looking forward to seeing animals at a fun, safe distance. 341 00:16:28,588 --> 00:16:31,891 It did seem a bit sketchy, though, to be hopping 342 00:16:31,891 --> 00:16:34,861 into this little boat when there was 343 00:16:34,861 --> 00:16:37,363 elephants and hippos and crocodiles all around, 344 00:16:38,064 --> 00:16:40,867 But I was gonna trust our guides 345 00:16:40,867 --> 00:16:42,301 that we were in good hands 346 00:16:42,301 --> 00:16:45,271 and we weren't gonna do anything that was gonna... 347 00:16:45,271 --> 00:16:46,606 -Yeah. -...put us in danger. 348 00:16:46,606 --> 00:16:48,007 For me, it was a bucket list thing. 349 00:16:48,007 --> 00:16:50,276 I'd always wanted to get there. 350 00:16:50,276 --> 00:16:52,111 [Narrator] Sure enough, it doesn't take long 351 00:16:52,111 --> 00:16:53,479 for Larry and Jeff's boat 352 00:16:53,479 --> 00:16:55,915 to come within about 30 yards of an elephant. 353 00:16:56,916 --> 00:16:58,551 [Jeff] We pulled up to the elephant 354 00:16:58,551 --> 00:17:01,621 and it was eating grass that was in the water. 355 00:17:01,621 --> 00:17:04,257 It seemed to be just doing its thing. 356 00:17:05,224 --> 00:17:08,394 We were head on, and I was in the front. 357 00:17:08,394 --> 00:17:10,663 So I think at that moment, that's when I thought 358 00:17:10,663 --> 00:17:12,265 we kind of met eyes. 359 00:17:12,265 --> 00:17:18,237 [dramatic music] 360 00:17:20,206 --> 00:17:24,877 When the ears went out and I-I knew we were in trouble. 361 00:17:24,877 --> 00:17:30,516 ♪ 362 00:17:30,516 --> 00:17:31,918 [trumpets] 363 00:17:31,918 --> 00:17:34,554 [Narrator] Within seconds, the guides react... 364 00:17:34,554 --> 00:17:37,990 quickly backpaddling the canoes to protect the tourists... 365 00:17:37,990 --> 00:17:39,759 [indistinct yelling] 366 00:17:39,759 --> 00:17:42,895 [Narrator] ...but despite the race to safety... 367 00:17:42,895 --> 00:17:44,463 [trumpets] 368 00:17:44,463 --> 00:17:47,833 [Narrator] ...the elephant is closing the distance fast. 369 00:17:48,968 --> 00:17:51,437 [indistinct yelling, sound of boat overturning] 370 00:17:55,474 --> 00:17:57,677 [Narrator] In Botswana's Okavango delta... 371 00:17:57,677 --> 00:17:58,978 [Elephant trumpets] 372 00:17:58,978 --> 00:18:00,513 [Narrator] ...partners Larry Unrein 373 00:18:00,513 --> 00:18:03,916 and Jeff Melvin are in a boat with a group of tourists, 374 00:18:03,916 --> 00:18:05,785 all of whom are in a desperate dash 375 00:18:05,785 --> 00:18:07,954 to escape a charging elephant. 376 00:18:07,954 --> 00:18:10,156 [indistinct yelling] 377 00:18:10,156 --> 00:18:11,857 [Larry] You're not gonna outrun the elephant. 378 00:18:11,857 --> 00:18:14,794 The elephant's bigger than you. I'm in this tiny little boat. 379 00:18:14,794 --> 00:18:16,095 -[screaming] -[Narrator] Despite 380 00:18:16,095 --> 00:18:17,430 the best efforts of the guides 381 00:18:17,430 --> 00:18:19,999 to backpaddle the boat to safety, 382 00:18:19,999 --> 00:18:22,301 they're no match for the speed of the elephan. 383 00:18:22,301 --> 00:18:24,770 -[screaming] -[trumpets] 384 00:18:25,838 --> 00:18:28,641 [indistinct yelling] 385 00:18:28,641 --> 00:18:31,477 [dramatic music] 386 00:18:31,477 --> 00:18:33,546 [Larry] Jeff took the brunt of it. 387 00:18:33,546 --> 00:18:35,548 -[Jeff] Yeah. -[Larry] And my immediate 388 00:18:35,548 --> 00:18:38,651 thought was, "I brought him out here for his birthday 389 00:18:38,651 --> 00:18:40,019 and I get him killed." 390 00:18:40,019 --> 00:18:42,755 [Narrator] As a group of tourists scramble in the water, 391 00:18:42,755 --> 00:18:44,991 the guides try to hustle them to safety, 392 00:18:44,991 --> 00:18:47,827 making loud noises to deter the elephant... 393 00:18:47,827 --> 00:18:49,428 [indistinct screams] 394 00:18:49,428 --> 00:18:52,198 [Narrator] ...but it's still in full charge mode... 395 00:18:52,198 --> 00:18:52,965 -[Man yelling] -[Narrator] And then... 396 00:18:53,132 --> 00:18:54,867 [screaming] 397 00:18:54,867 --> 00:18:56,402 [trumpets] 398 00:18:57,436 --> 00:19:00,306 [Narrator] ...slams into a tourist in the next boat. 399 00:19:00,306 --> 00:19:02,141 -[Jeff] Oh, no. -The elephant charged 400 00:19:02,141 --> 00:19:03,876 at that point... 401 00:19:03,876 --> 00:19:05,544 [indistinct screaming] 402 00:19:05,544 --> 00:19:08,114 [Larry] ...and pushed her underwater. 403 00:19:08,114 --> 00:19:10,149 -She disappeared. -[Jeff] Oh, no. 404 00:19:10,149 --> 00:19:12,652 [screaming] 405 00:19:12,652 --> 00:19:15,721 [Jeff] It was pretty terrifying in the moment. 406 00:19:15,721 --> 00:19:18,557 Elephants, when in the wild, when provoked 407 00:19:18,557 --> 00:19:21,160 or when they're needing to defend themselves, 408 00:19:21,160 --> 00:19:25,131 they will charge you, hold you down, 409 00:19:25,131 --> 00:19:27,967 push you down, and then basically stomp you to death. 410 00:19:27,967 --> 00:19:29,502 [screaming] 411 00:19:29,502 --> 00:19:32,038 [Narrator] Tour guides continue to shout to try to scare 412 00:19:32,038 --> 00:19:34,674 the elephant off the woman. 413 00:19:34,674 --> 00:19:36,308 And then... 414 00:19:36,308 --> 00:19:38,878 she popped up again and she was on her feet 415 00:19:38,878 --> 00:19:41,514 and she was luckily walking on her own power. 416 00:19:41,514 --> 00:19:43,916 -Yes. -And that's when the elephants 417 00:19:43,916 --> 00:19:46,185 run away into the bush. 418 00:19:46,185 --> 00:19:48,821 -[trumpeting] -[Guides yelling] 419 00:19:48,821 --> 00:19:51,624 [Jeff] And that's when I realized there was babies, 420 00:19:51,624 --> 00:19:54,193 like, just beyond... 'cause the grass was really tall, 421 00:19:54,193 --> 00:19:55,861 so we couldn't really see everything. 422 00:19:55,861 --> 00:19:57,229 [screaming] 423 00:19:57,229 --> 00:19:59,432 [Narrator] According to experts, elephant mothers 424 00:19:59,432 --> 00:20:01,300 are fiercely protective of their young. 425 00:20:01,300 --> 00:20:03,369 -[Jeff] Oh, no. -[Narrator] So it wasn't 426 00:20:03,369 --> 00:20:06,005 random aggression, it was protection. 427 00:20:06,005 --> 00:20:07,306 [trumpeting] 428 00:20:07,306 --> 00:20:10,843 [Guides yelling] 429 00:20:10,843 --> 00:20:13,913 [Narrator] Miraculously, the woman makes it out alive. 430 00:20:13,913 --> 00:20:17,183 [Jeff] She just got really lucky because we were in water, 431 00:20:17,183 --> 00:20:20,953 and hadn't it been for the water being as deep as it was 432 00:20:20,953 --> 00:20:22,254 and the mud being as soft, 433 00:20:22,254 --> 00:20:24,390 she definitely wouldn't have survived. 434 00:20:24,390 --> 00:20:27,059 [indistinct chatter] 435 00:20:27,059 --> 00:20:28,594 Are you okay? 436 00:20:28,594 --> 00:20:30,429 [Narrator] The tour company has not made a statement 437 00:20:30,429 --> 00:20:32,231 regarding this incident, 438 00:20:32,231 --> 00:20:35,501 but Larry and Jeff are grateful for the quick response. 439 00:20:35,501 --> 00:20:39,438 The two boat pullers, basically, they went into hero mode, 440 00:20:39,438 --> 00:20:41,207 and if it wasn't for them, 441 00:20:41,207 --> 00:20:42,641 we probably wouldn't be here talking. 442 00:20:44,543 --> 00:20:48,447 I was so joyed that I was still alive, and I was like, 443 00:20:48,447 --> 00:20:50,683 "Wow, I simply somehow survived this, you know--" 444 00:20:50,683 --> 00:20:52,017 Completely unharmed. 445 00:20:52,017 --> 00:20:54,019 [Narrator] An important reminder that when it comes 446 00:20:54,019 --> 00:20:55,654 to getting up close to the wild... 447 00:20:55,654 --> 00:20:57,123 [trumpets] 448 00:20:57,123 --> 00:21:00,626 [Narrator] ...humans are guests and not always in control. 449 00:21:00,626 --> 00:21:02,628 We were miles and miles and miles away 450 00:21:02,628 --> 00:21:05,898 from any kind of town or civilization, 451 00:21:05,898 --> 00:21:08,234 and we-re... We're in their space. 452 00:21:10,236 --> 00:21:14,006 I mean, Africa will come at you and humble you really fast. 453 00:21:14,006 --> 00:21:16,242 [indistinct yelling]