All language subtitles for Undercover.Boss.US.S07E12.720p.HDTV.x264-W4F

Tonight on Undercover Boss,

Lowell Hawthorne,
President and CEO

of Golden Krust Caribbean
Bakery and Grill...

Lowell, you're not nervous,
are you?

Goes undercover
in his own company.

- What?
- Oh, my God!

Yeah, man.

This Jamaican-born immigrant

with an appetite
for expansion...

You ever work in the...
in the restaurant industry

- before, bro?
- Never, never.

Dons his dreadlocks
and finds life on the road...

Whoa. Whoa. Whoa.
No.

- Isn't so easy.
- Oh, my God.

We didn't come to America to
skin teeth and play games, bro.

These people got to get in,
and they got to get out.

- Okay.
- Hold it. Hold it. Hold it.

Whoo, you did it again.

Along the way,
he'll find employees

who don't think his company
is full of sunshine.

The Golden Krust franchise...
they have a bad name.

Really?

I would say to the owner
of the franchise,

"You just do like that.

Everything burn.
Let it burn."

There are warehouses where
someone gets paid $15 an hour,

and they do half of the work
that I do here.

And will
this laid-back leader

be able to keep his cover
from being compromised?

Yes.

Find out next on
Undercover Boss.

With a base
of operations

in the Bronx, New York,

Golden Krust Caribbean
Bakery & Grill

is the number one producer

of Jamaican patties
in the world.

Lunch special 5.43.

With more than 120 locations,

1,800 employees,
and available on the shelves

of 18,000 supermarkets
and dollar stores,

Golden Krust has been bringing
the flavor of the Caribbean

to hungry Americans
since 1989.

Leading this company to the top
of the food chain

is one Jamaican-born boss.

I'm Lowell Hawthorne,
president and CEO

of Golden Krust Caribbean
Bakery & Grill.

Golden Krust is the first
and the only

Jamaican franchise company
in the United States.

Golden Krust offers a variety
of authentic Caribbean cuisine.

These are family recipes
that go back generations.

Jerk chicken,
curried chicken, oxtail,

and we are the number
one producer

of Jamaican patties
in the entire world.

Jamaican patty is something that
we all were growing up eating,

whether in schools,
whether in church.

We grew up eating patties.

It has 3 ounces
of meat and 2.5 ounces

of flaky, golden crust.

That's why the name
came about,

because of that golden crust.

I'm a product of Jamaica,

where my parents,
Mavis and Efram Hawthorne,

ten brothers of sisters.

We came from a community

where we had no light,
no running water.

Growing up in Jamaica,
everyone aspired

to come to
this United States.

It's the American Dream.

I came to the United States
when I was 21 years old.

I had nothing.

My wife and I were living
in the projects

in New York City.

My father,
who was a baker in Jamaica,

came to visit us,

and one day, my dad
looked at us and said,

"What if we start
a little bakery?"

I called all my siblings,

most of whom had all moved
to the United States

by that time.

I was able to convince
them to borrow money

from their friends
or their family

and empty
their saving accounts.

"Let's go
and make some dough."

We were so excited
to bring the traditional,

Jamaica-style cuisine
to the United States,

and in 1989, the first
Golden Krust Bakery was opened.

It was a tremendous success.

We were able
to expand our store

from Queens to Long Island,

from Bronx
to Westchester County.

By 1996,
we were growing rapidly.

We had 17 restaurants
in New York City,

and annual sales in excess
of $16.5 million.

By that time,
we had also started

our manufacturing business,
supplying food

to New York City
school systems,

the penal systems,
and supermarkets.

By 1999,
we had over 35 stores,

and by 2004,
we had 73 stores

in five states.

Today, we have over 120 stores
in nine states,

and supplying
over 18,000 dollar stores

and supermarkets.

Golden Krust's model

is the McDonald's
of the Caribbean By 2020,

all Americans we expect to
be eating Golden Krust patties.

My initial vision
for the organization

was just to have enough stores
for my siblings

and I to just take care
of our families.

Today, we have over
44 family members

working for Golden Krust.

Good morning. Good morning.
My nieces...

How are you? How are you?
My nephews.

- Hi, Omar.
- Hey, there. How's it going?

- Hey, Dad, what you doing?
- Hey, there.

Hey, what's going on?
Everything's good, yeah?

My son, Omar,
my son, Edwood.

- Eddy, what's going on?
- Not much.

My son, Darren.

When I'm at work,
all my family members...

they do have
tremendous respect for me.

Even my wife...
I'm the boss of work,

but when I get home,
my wife is the boss.

I am blessed
to have the life that I live.

- It's movie time.
- What movie is it?

- No cell phones.
- Yeah, good, old James Bond.

Good, old James Bond.

My number one goal in life

is to be able
to provide for my children.

That is why I work hard

to make sure
I can give them a life

that I didn't have
when I was growing up.

I think Roger Moore.

- Pretty good.
- All right.

- Pretty good.
- I like Tyler Perry.

- Hey, Doc.
- How are you?

Hey, how are you?

So what were you
thinking about doing?

I would love
to get some braces,

so when I smile, no one
would recognize who I am.

Turn a little bit
toward me. Good.

The Golden Krust organization

has grown tremendously
over the last 25 years,

and my vision is that
by the year 2020,

we'll have over 100 new
Golden Krust restaurants.

So this is the perfect time

for me to go undercover

to make whatever
corrections and adjustments

that we need to make
and take the organization

to the next level.

Holy smoke.

I can't get rid of my accent,

but luckily, 70% of
our workforce is Jamaican.

So I'm gonna try
and use that to my advantage.

One undercover
had me posing as Mark,

a bus driver from Jamaica.

My employees will think
I'm a contestant

in a reality show,
competing to win $250,000

to put towards
starting my own business.

Yeah, man.

Yeah, I need to put
a little bit more water in this.

- What?
- Oh, my God!

Yeah, man.

Yeah, man.

All right. All right.
All right. All right.

- You'll fit right in.
- That's what I'm thinking.

I'm ready for the journey.

Golden Krust is a
legacy that my father started.

By going undercover,
I will see things

that will preserve
of his legacy

for generations to come.

Today, I'm here
in Brooklyn, New York.

I'm gonna be working
as a cashier

for the lunch period.

It's spicy beef
on coco bread.

This is
one of the top stores.

It does over
$1.2 million annually.

- Next in line.
- No, me on line. Come here.

So I want to learn,
"What are they doing right?"

And if it
can be used as a model

to the entire
Golden Krust system.

How are you?
I'm looking for Jerger.

Oh, hi. I'm Jerger.
Please, come in.

- Okay. How are you? I'm Mark.
- Hi, I'm Jerger.

- How are you?
- Give me one second, please.

- Okay.
- All right, 5.25 is your total.

- Thank you, darling.
- Thank you. Have a great day.

Okay,
let's get your uniform,

'cause you've got to
look like me.

- Really?
- Appearance matters, all right?

- Whoa, I'm ready. I'm ready.
- So let's go. Follow me.

- All right?
- Okay.

I met Mark, and immediately,

I thought he might
be Caribbean,

because he has dreadlocks.

You got to hurry up,
because we got work to do.

- All right? Chop chop.
- Okay. Very good. Okay.

So he probably already
is familiar with

some of our rules and culture.

- Is this better?
- Okay.

So it's a very exciting time.

- It's pretty busy here, though.
- Yes. It's very busy.

And just get comfortable.
You understand?

Be yourself.
You know, flow with it.

- Okay. Okay.
- Okay, so we have three sizes.

We have our mini container.
We have our small.

We have our large.

For our rice, we have
two spoons, three...

- Four.
- Okay. I got it.

- We have two soups today.
- Uh-huh.

Red peas with cow foot,
and we have seafood stew.

Patties...

You sell a lot of patties?

We sell a lot of patties.

I'm gonna teach you
on how to use the POS system.

Patties...

I was a little bit nervous.

This is something that
I have not done in 25 years.

- Oh, okay.
- And then you hit cash.

There was certainly
a lot to learn.

That's for this beautiful,
young lady.

You want to present her change
to her. Say, "Thank you."

Okay, and thank you
for shopping at Golden Krust.

All right.
I'm gonna take somebody's order,

and we're gonna do it together.

- Okay. Great, great.
- All right?

Hi. This is Mark, and he's
gonna take your order today.

Hello.
Welcome to Golden Krust.

Okay. You heard that?
You're not paying attention.

Stew chicken
with rice and peas with...

- Did you hear the sides?
- With...

- Oxtail gravy.
- Oxtail gravy.

A mini.

- Okay.
- So all right.

- Stew chicken, huh?
- Mm-hmm.

Do you know how many
pieces to go in there?

Depends.
Three?

Stew chicken is normally
two pieces.

All right.
Go, ring her up.

Well, so far, Mark
is going a little slow.

Time is important.

These people got to get in,
and they got to get out.

Okay.
All right.

She's gonna get
a small rice and peas

with fried chicken,

and you remember
how many spoons?

- Yes.
- How many?

- Two.
- Uh-uh, are you sure?

- Yes.
- Are you sure?

- Three.
- There we go.

I'm a very patient person,

but when I have
to be stuck repeating myself,

then that's what, you know,
aggravates me a little bit.

Hello. How are you?
Welcome to Golden Krust.

What kind of soup
do you have?

What kind of soup we have?
We have, um...

Do you remember?

I don't believe in failure.

- Tell her the soups of the day.
- Red peas.

We have red pea soup
with cow foot,

and we have... I don't remember
the second one.

So he's gonna have to get it.

Let's go, Mark.

- Seafood. Seafood.
- Way to go.

That's great.
Oh, my God.

That's great.
That's too great.

- Hello. Can I help you?
- Hi, how are you?

Welcome to Golden Krust.
What are you...

- This and a chicken patty.
- Okay, a chicken patty now.

Your total is 4.98.

Oh, you have to spend $5
before... okay.

- But this is 4.98, right?
- Yeah.

I was quite taken back
on a couple of occasions.

The local policy here is
that you cannot take

credit card unless
it exceeds $5.

To see a customer walking out
for 2 cents...

that is not right.

Your total is $8.70.

Also, they were using
I Love New York shopping bags.

Every store must use
Golden Krust shopping bags.

So I'm gonna be speaking
to the franchisee

to ensure that this practice
is discontinued.

- Okay So how you feel so far?
- All right. So far, so good.

You feel like
you're getting it?

Yeah. Slowly but surely.

- Practice makes perfect.
- Okay.

Although there are
some issues and problems...

Your patties
are in the bag here.

Jerger was impressive
to say the least.

- She knows what...
- Yeah, She's my regular.

- Yes, yes.
- She's a regular? Okay. Okay.

She's gonna get
rice and beans.

Very much customer-driven.

She knew what the customers
were ordering

before they even
placed the order.

At the end of the day,
your customers smile.

You smile.
All right?

All right.
She eats the patties too?

Yeah, it's for her.

- Really?
- Yeah.

Oh.

So far,
I'm having an amazing day here.

Um, so how was it for you?

- Yes, it's going great.
- You feel it?

- You feel it in your legs?
- I feel it in my legs.

That's where I feel it.

So you know, I want you
to tell me about Mark.

You know, why is it
so important for you?

So I'm in L.A., you know,
just driving bus around,

but I came from Jamaica...
that's where I came first.

Oh, so you're Jamaica?

- Yeah.
- Oh, my God.

- I...
- You didn't know that?

No. I... you know what,
I had been meaning to ask you.

- When you gonna give me a hug?
- I have to... Oh, my God.

Because what part
of Jamaica are you from?

- Near St. Elizabeth.
- St. Elizabeth?

- Yeah.
- I'm from St. Mary.

St. Mary. Whoa, whoa.

I'm very close
to which areas... yes.

Oh, okay.
How do you like working here?

You know,
I love working here now.

I love working here,
but this is not something

- that I plan to do long-term.
- Uh-huh.

Oh.

It's all about, you know,
making ends meet,

because sometimes,
the money is not even enough

to cover, you know,
your bills and stuff,

but you just got
to figure out a way

to, you know,
make ends meet.

So I decided I wanted
to go into nursing.

I finished nursing school
already, so...

Oh, you finished
nursing school?

Yeah. I finished
nursing school already.

- My kids are excited for me.
- Great.

And I'm really doing this
for me and them.

Yeah.

Pretty soon,
I'll be leaving.

So I know... I know I'm
gonna be a little sad,

but I have to
better myself so,

you know, I can make
a better life for them.

- You know?
- Yeah.

I was really
disappointed when Jerger

mentioned that she'll be
leaving Golden Krust.

She's an amazing,
young lady.

She knows her customers.
She knows her community.

That's the kind of people
we are looking for.

We still have more work to do,
so let's go.

- All right.
- All right.

She's the number-one reason
why the store is doing so well.

I don't want to lose her,
so I'm going to do everything

I can to keep her
within the Golden Krust system.

Coming up...

Yes.

Will Mark be able
to hide his true identity?

And later...

Right now, the Golden Krust
franchise...

- they have a bad name.
- Really?

One employee
gets fired up.

We are a broken restaurant.

I would say to the owner
of the franchise,

"You just do like that.

Just burn it.
Let it burn."

I'm here this morning,
in Fort Lauderdale.

Florida is a great
market for us.

We are hoping to do
over 50 stores a year

over the next two years.

Today, I'm gonna be working
with one of the head chefs.

Consistency is critical
to move forward

with this rapid expansion.

This location just had
a grand opening here

four months ago,
so I want to ensure

that the system here
is flawless.

Odean is here, huh?

Just go
straight to the back, sir.

- Okay. Thank you.
- He's in the back.

- Thank you.
- You're welcome.

- Sir, may I speak to Odean?
- Hmm?

- Odean?
- Odean?

- Yeah?
- Hey, sir. How are you?

All right. That's me, man.
Nice to meet you, bro.

- I'm Mark. How are ya?
- Mark?

Yeah, man.
I'm the head chef

in Fort Lauderdale
Golden Krust.

- Okay, okay. Great.
- Yeah, man.

I'm a great cook at home,
but I've never gone

in at a commercial level
to cook.

What's going on here?

But I'm ready
to get the job done.

You ever work in the... in the
restaurant industry before, bro?

- Never, never.
- All right.

This is my knife?

Knife's sharp, man.

Knife...

That's when
it's gonna hurt you.

All right.
All right

- I don't want...
- Let me use a smaller one.

I don't want to lose
my finger here, huh?

Yes.

Do you have any kind
of protective glove?

Because I can't afford
to lose my finger,

so I wonder if
you have... wonder if you have

- a special cutting glove?
- No.

Just get nails.
Keep them under.

That's it.
All right.

it's called
knife glide, you know?

- Knife glide.
- Yeah. Let it glide.

Take your time.
Practice become perfect.

- Yes, yes, man.
- Yeah, man.

- Let it glide.
- Gliding.

See, I move the knife?

Man.

Yeah. Wow, wow.

Yes.

All right, bro.
And now I stop.

Unbelievable.
Oh, my God.

All right.

Porridge, yeah.

Okay.

Let's cut them
up into small pieces

so it can get
blend smoothly.

Uh-huh.

How about this?
This is good?

Yeah, man.
That's good, man.

- Perfect.
- Okay.

Put in your banana
in the blender.

Add a little of that water.

You're a pretty young,
little chef, yeah?

- Yeah.
- How long you been doing this?

- Since high school, bro.
- Oh, my God.

Yeah, man.

So how long you been
with this restaurant?

I been here two years,
but not at this location.

- Okay
- But that's with the company.

- Oh, okay, okay.
- Yeah.

- Yeah, stop it. All right.
- Okay

All right.

Okay, man.

- Uh-huh.
- Yeah, that's good, bro.

How do you remember
all of this?

You don't have,
like... you don't have, like,

a recipe book or anything?

Yeah.

One of the ways
in which Golden Krust

maintains consistency

is through
a corporate recipe book.

It's essential within
the Golden Krust system.

So who was responsible
for your training

Because you're pretty good?

Oh, you went
to the other store.

Okay.

That book needs to be there.

Every chef needs access to it,

because whether
I'm in New York, Florida,

the taste must be the same.

Yeah, man.
How long you live here, man?

- Oh, you're just 22?
- Yeah. I'm just 22, bro.

You're the same age
as my son.

Yeah, bro,

We didn't come to America
to skin teeth

- and play games, bro.
- You're right.

- Absolutely right.
- We come here and to see

if we can live
the American Dream.

Everybody talk
about the American Dream,

from when I was a little boy,
about coming... so we come here.

We come to work hard.

Talk about the American
Dream, what's your dream?

What's your really dream?

- Okay, okay.
- But everything...

every great move
begin with the first step.

First step.

So right now,
this is a first step.

Uh-huh.
Odean has great aspirations.

He so much reminds me
of when I was a young boy.

I came to this country
when I was 21.

I had the same drive.

Nothing can stop me, bro.

Only me can stop me.

He's one of the most
positive kids

that I've ever met,
and I'm gonna see how

I can help him
achieve his American Dream.

All right, all right.

Okay, man.

Today, I'm here in the Bronx,

at Golden Krust's
distribution center,

and I will be working
as a forklift operator.

This is where we distribute
all the finished products.

The forklift operators here
play a very important role.

They're responsible for loading
and unloading

the hundreds of thousands
of patties

that are produced here per day.

Bread, cake, pastries,
you name it.

If things is not going well
here, it's a disaster.

So it's important
for me to understand

exactly how these guys
do get the work done.

I'm looking for Mike.

- Hi. How you doing today?
- Hey, Mike?

- How are you, man.
- How you doing, bro?

- I'm Mark, man.
- Mark? Nice to meet you.

- Good, good, good, good.
- You must be my trainee?

- Yes, yes, yes.
- Yeah, yeah, yeah.

Well,
I'm the forklift operator,

and today, we're gonna be
shipping out some orders,

- loading some trucks.
- Yeah.

Um, you look
like you might be cold.

Man, it's cold inside,
brother.

Yeah, you might want
to get a jacket.

What's the temperature
in here, man?

I think it's about
0 degrees.

- Oh, my gosh.
- Yeah, yeah.

Let's get you a jacket though.

- Come on. Come on.
- Oh, man.

When I first met Mark,
he had a lot of energy,

and that's great.
That's perfect.

We love people like that.

- I have a surprise for you.
- Uh-huh?

We have the iceberg
that sunk the Titanic?

- The iceberg?
- Yes, it's right here.

- Oh, my God.
- Yeah.

So we're gonna be
working on that today.

Man, that's a... that's
an iceberg here.

Yeah, that is an iceberg.
Yeah.

Whoa, whoa,
whoa, no, no.

Man.

Mark completely fell
on his ass.

Yeah, okay.
Thanks, man. Thanks.

It's not every day
you get to see someone

bust their ass
right in front of you,

so I guess it was...
it was pretty funny. Yeah.

First, I think we need to get
you trained on the forklift.

- Okay.
- All right, you're gonna take

a seat right on up there.

I have never
driven a forklift.

This lever is to go
up and down.

That's to go reverse,
and that's to go forward.

Okay.
I love to drive, you know?

So I'm sure
it's gonna be all fun.

- Ready?
- I'm ready.

All right,
go forward.

Come on.
Roll with me.

All right.
Watch it.

Whoa, wait. Wait.

Hold it. Hold it.
Hold it.

Mark has trouble
not hitting things.

Whoa, whoa, whoa.

- These boxes are huge.
- Oh, man, that's not good.

He's kind of bad
at the forklift job.

No, no, no.

You did it again.

He's horrible, actually.

All right.
Whoa, whoa, whoa, whoa, whoa.

Look what just happened.

You owe Golden Krust
$50 now, okay?

- $50? Why?
- Time schedule.

Let's go.
Bring it up.

We've got a couple
of damaged cases,

and it's not good...
not good for business.

We're gonna drop
this one right here.

All right,
bring her forward.

All right.

All right, slow it down
for just a second.

Yes.

Oh!

One of my employees
recognized me, and right away,

"Hey, boss.
Hey, boss."

He kept on looking.

Many of the employees
looking at me, staring at me.

I don't know what to do.
I don't know what to say.

I am nervous.

I don't know what to do.
I don't know what to say.

Very good.
Very good.

I am nervous.

All right, we have to get
a sledgehammer

and break some of this down.

- Have a go at it.
- Man.

Very good.

So I kind of remember
seeing a couple of, uh...

of pictures
with your face on it.

- Really?
- Yeah.

It kind of makes me think
about maybe Undercover Boss?

You found the wrong guy.

Are you sure,
Mr. Hawthorne?

- Yeah.
- I'm busted.

Yeah, you're busted.

You got busted.
You got busted.

But, listen, so you can forget
about Undercover Boss.

Yeah, forget about
Undercover Boss.

I need to know what's going on
to make this company better.

Ugh, I'm, like,
a little nervous saying this,

but there are a lot
of things like this

that kind
of go on a lot.

I've spoken to people
about it before,

but it's one of those things
that just doesn't get fixed.

As far as the organization
of the freezers,

space is an issue.

So, it's pretty tight
inside here.

Yes. There's a lot
of skill that's required.

Uh-huh, uh-huh.

And cheap labor
doesn't come with skill,

and skilled labor
doesn't come for cheap.

- Okay.
- So if you want someone

to come into the company
with some skill,

you got to pay
for that skill.

- Yeah.
- There are warehouses where

someone gets paid
$15 an hour,

and they do half
of the work that I do here.

Mike is doing
his utmost best,

and all of these issues

that he has to deal with
should not be,

and it's totally unacceptable,

and it's not fair
to him as an employee.

- So you live around here?
- Not too far.

- I live in the Bronx.
- Yeah.

I'm living
with my best friend,

sleeping on a couch,

basically to be here
for my daughter.

She's ten, so I don't...

So you actually
sleep on the couch now?

Yeah, been about
a year and a half now.

And you are still
smiling the way you are?

Yeah, well, I'm alive.

- You're alive and well.
- I'm alive. I'm alive.

Listening to Mike...
it reminds me about

what we're all about,
family.

One of the things
that my father has expressed

on numerous occasions
is that

we must always
put people before profit,

and having worked
with Mike today,

that is something
that I will never forget.

- It's been great, man.
- Great, man.

- It's been great.
- Great, great. We'll talk.

All right.

This is my last job.

Today, I am in
Queens, New York,

and I'm gonna be working
with the head chef.

I have had one job
as a head chef already.

The previous chef
that I worked with

got no corporate recipe book

to ensure that recipes
were being followed.

- Hi, morning.
- Hi. I'm looking for Durrant.

So I'm here to work
with the head chef again

to make sure that this is not
a system-wide problem.

- Would you like a bag?
- Hey, Durrant.

Hello. Good morning.
State your name.

Hey, I'm Mark.
How are you, sir.

I am always fantastic.
You?

Great, great, great great.
Great, great, great. Doing well.

You know,
I've trained a lot of people.

- Uh-huh.
- And I hope you, you know,

show me that you got,
you know,

what it takes to work
into a kitchen.

I'm ready I'm like a sponge.

I'm gonna take it all in today.

All right, so here's what
we're gonna do.

- You're gonna change.
- Okay.

We're gonna be professional.

- Am I right?
- Yes, sir.

And you... and you want
to win this thing?

- Yes. I have to win.
- Okay. Let's win. All right.

- I assume you're a Jamaican.
- I'm a Jamaican. Yes.

You're gonna cut this one
for me, like this.

Okay? Chop this one
for me right now.

When you work here,
this is gonna be your job.

All right, I'm gonna... I'm gonna
do the onions while you...

And let me finish up
that for you.

Let me finish up,
because we got to catch that

before it gets overcooked.

Open that for me.
All about speed.

This business calls for speed,
you know?

Hey, no.
No, you got to lift this up.

Okay.

Just a little tomato paste
and a little ketchup.

Little all-purpose seasoning,
little garlic powder.

Uh-huh.

I'm gonna get a cover
and let it simmer.

Start smelling good
already here.

Start smelling good
already, huh?

Yeah.

I'm gonna make
a curry sauce now.

- Okay?
- Okay.

Burn the curry
into the margarine inside.

- Okay?
- Okay.

I like Durrant.
He's passionate.

He was cooking so many things.

I'm gonna make you some pretty
macaroni and cheese. Okay?

As good as Durrant is,
nothing was systematic.

Little pinch of allspice
in there for you.

That should be good.

Everything
he tells me was a pinch.

"A little bit of this.
A little bit of that,"

and as I looked around,
there was no manual.

There were no recipes.

There was nothing to follow.

So you have a book
for this?

No.

So you are the book, then?

- I'm the book.
- You are the book.

Oh, you see, I...
you hit it right there.

A restaurant must have
a recipe book

- in order to keep standard
- Uh-huh.

- And consistency.
- Uh-huh.

Okay?
And I'm gonna say this to you.

Every Golden Krust
you go to, they cook different,

and it's a big problem.

Right now, the Golden Krust
franchise...

- they have a bad name.
- Really?

People call me.
They say, "Oh, I like your food.

It's not like the other one."

You think it's because they
don't have the recipe manuals?

Absolutely.

That was a really big
shocker for me.

This is a system-wide problem.

I have invested thousands
and thousands of dollars

on recipe books.

Unless this information
is passed down to our chefs,

we cannot have consistency.

We cannot expand
with issues like these.

You think people need
to be educated in this business?

- You have to be.
- If you're not educated,

and you try to run
a restaurant business,

what are you doing?
This is what you're doing.

This is your $100 bill,
and you just do like.

You just burn it.
Everything burn.

- Just burn it. Let it burn.
- Uh-huh.

I would say to the owner
of the franchise...

Uh-huh, uh-huh, uh-huh.

- "Seek to find good chefs..."
- Uh-huh.

But sometimes, they don't
want to spend the money.

I've been working since I'm
14 years old in this business.

Here, I am not allowed
to interview no cook.

That's why we have
a broken restaurant.

That's a very good point.
The chef should hire the...

The chef should hire
from the pot washer,

because this business
about experience.

I hope these few words
are gonna make somebody wiser.

Uh-huh.

Durrant's very vocal
about some of his concerns.

He cares.
He wants to help the store.

But he feels as if
he's being held back.

We, as an organization...
we have to do better than that.

Okay.
This is the macaroni.

I've never had anything
like this.

This is great.

This is my recipe.

- Is that a hot seller?
- Yes. Sells well.

This business is my life.

My father was a chef
in Jamaica,

and he was where I grew
the passion from.

- Like father, like son.
- Yes.

- You married?
- Yes, I am.

- Kids?
- Yes, I have six children.

They live in Pennsylvania.
I live in New York City,

because here's
where the money is at.

That's why you're out here,
working every day?

I want their life
better than mine.

Before this experience,

I thought I was doing
a pretty good job

taking care of my employees,
but having seen

what I've seen,
there is room for improvement.

We're gonna go
to our next task.

- Next task, all right.
- We're gonna make some chicken.

Employees are the backbone
of this company.

- Okay.
- And without them,

there is no Golden Krust.

However, we have
to give them the tools

to be successful,
and we have not done that,

and that is something
that I must fix.

Coming up,
the employees think

they're going to decide
whether or not

Mark deserves an investment
to start his own business.

- I'm not Mark.
- Okay.

How will they react
when the boss

reveals his true identity?

I am the Undercover Boss.

Oh, for real?

Have a seat. Yeah.

My undercover
experience has been tremendous.

I've learned that
all my employees...

they are more than packers
and cashiers

and bakers and drivers.

These are people
with dreams and aspirations,

and we have to do
all we can to make

a difference in their lives.

Hello. How are you?

- Doing fantastic.
- Good, good.

So what do you think
about Mark?

I'd give Mark,
like a... like, a six.

Why are you
smiling so much?

You look like Mark,
minus the...

- I'm not Mark.
- Okay.

Have you heard of the show
Undercover Boss.

- Absolutely.
- This is Undercover Boss.

- Okay.
- And I am the Undercover Boss.

Oh, for real?

Yes.

I want... I wanted to meet you
a long, long time ago.

You wanted to meet me
a long time ago?

- Yes, indeed.
- Or Mark?

Mike.

See, I got busted, huh?

Yeah, you got
busted pretty bad.

I kind of remember seeing
a couple of pictures

- with your face on it.
- You found the wrong guy.

Are you sure,
Mr. Hawthorne?

I really wanted to understand

exactly what you do,
and I've learned a lot.

Yeah,
don't walk on ice.

- That's an iceberg here.
- Yeah, that is an iceberg.

Yeah. Whoa, whoa,
whoa, no, no.

We can laugh about it now,
but it was...

- Yeah, yeah, but it...
- But it was really, really...

It could've been bad.
Yeah, you could've been hurt.

That is something
that I've instructed

my crew to fix immediately.

That sounds great.
Yeah.

You know the business
in and out.

So what I want to do for you...
I'm gonna promote you

as our inventory manager,

and I'm gonna give you
an increase of $18,000 a year.

Really?

- Are you ready?
- I'm ready. Yes, sir, I am.

You mentioned also
about your daughter.

Yeah.

I want to give you $25,000

to establish a scholarship fund
for your daughter.

Really?
Can I hug you? Like...

I'm kind of speechless.

Just to be able to provide
for my daughter...

it's really all I wanted.

- This is so great.
- Great, great, great.

Thanks a lot, brother.

There aren't enough thank-yous
in the world

for me to be able
to provide him

for what he's doing
for my life.

Jerger,
you worked me to death.

I was tired.

- Your portions...
- And portion control.

And you remember
how many spoons?

- Yes.
- How many?

- Two.
- Uh-huh. Are you sure?

- Yes.
- Are you sure?

- Three.
- There we go.

- You were excellent.
- Thank you.

Which really saddens me,

that you may be
leaving the company.

- To pursue nursing, yes.
- To pursue nursing.

And I am trying to see
what I can do

to keep you at Golden Krust.

What do you think about
being a store manager?

Managing a store...
wow.

I'm prepared to give you
a $25,000 a year

increase in salary.

Whoa.

My heart is jumping.

I don't know what to say.

I know this is
a big decision for you.

It is a big decision.

I really want to help you.

I'm gonna write you
a check for $20,000

to take care of your children's
education, your bills.

I don't want you
to think about that

when you're coming to work.

I'll take a deep breath.

Can I do
these things for you?

Never in my life
has anybody has ever

been so generous to me.

So what do you think?

I think it's
a great opportunity

for me and my children.

Mm-hmm, mm-hmm.

They deserve it.

If you are ready,
we are ready.

I'm ready.
I'm ready.

You're ready?

- Yeah.
- Great, great.

All right.
Give me a hug, then.

- Oh, my God.
- This is great, great.

I'm... I'm...
I'm so overwhelmed.

I'm so, like,
in awe.

I want to cry.
I want to scream.

I want to dance.

It's, like,
a dream come true.

Durrant,
I want to ensure

that all the stores
are using the recipe books,

and I didn't see that
in your store.

- Yes.
- So you have a book for this?

- No.
- So you are the book, then?

- I'm the book.
- You are the book.

Suppose you don't come tomorrow.
What do I do?

Oh, you see,
you hit it right there.

How important
is consistency to you?

Absolutely, extremely,
abundantly.

Have you ever
given the manuals

or the recipe manuals?

- No. No.
- So everything that you cook

at your store,
at your location...

- that's your recipe?
- Yeah. Yes, that's my recipe.

- That's your recipe.
- Yes.

I am gonna make sure that
the Golden Krust recipe manual

is in every Golden Krust
store.

But that mac and cheese, man,
was amazing,

and I'm gonna ensure

that that recipe
is used system-wide.

Thank you.

I like your enthusiasm.

I like your passion.

I would like to make you
one of the executive chefs

within the organization.

Yes, yes.

And I would like
to pay you $25,000

more than what
you are getting now.

Thank you very much.

But if you do come
to corporate headquarters...

- Yes.
- You can't be the book.

You got to follow
systems and procedures.

- Are you willing to?
- Absolutely.

Everything in me
you're going to get.

- Excellent, excellent.
- Absolutely.

Your six children
in Pennsylvania?

- Yes, yes.
- I had a hard time

- raising four children.
- Yeah.

So I can't imagine
what you're going through

trying to raise six.

So there's something else
I want to do for you.

I want to buy you a new car.

That's awesome.

That's awesome.

Can I embrace you?

You can do anything
you want to do.

You proved to me that today

that God searches
for his people,

and he brings his people
together.

- You know what I'm saying?
- Mm-hmm, mm-hmm, mm-hmm.

- I want to thank you very much.
- Yes, yes, yes.

Mr. Hawthorne
demonstrated to me that

he loved what I'm doing.

It's gonna be our book.
His book and my book.

Gonna be our book.

That's all I say.

Odean, you impressed
the hell out of me.

That sounds good
coming from you.

You are an exceptional
employee.

Whoa, whoa.
Unbelievable.

Oh, my gosh.

Yeah. When people
see me, they say,

"Oh, that's Mr. Golden Krust."

So you're part of this brand,
you know?

Of course,
I support this brand, man.

That's one of the things
I love for you, man.

So one of the things I would
love to do for you...

I would love
to give you a check

in the amount of $15,000.

Really?

Nobody ever really give us
a thing in life,

and so now, you know,
I'm not used to this,

because we have to work hard
for everything, man.

Thanks, man.
Very, very thanks.

And one other thing
I wanted to do for you...

you mentioned about
the restaurant business.

You want to start a restaurant.

I like your aspiration.

Whenever you're ready,

I am gonna waive
the franchise fee of $25,000.

That's when you're ready
for your Golden Krust franchise.

We'll be able to
make your dream come true.

Yes.
That's very good.

I have a bright future ahead,
thanks to you.

Thanks to you.
Yes, I see,

you know, really
appreciate everything

that you done for me man,
because when you bless me,

you bless somebody else,
you bless somebody else.

So it goes on and on,
you know?

- I really appreciate it.
- Respect, man.

I came here
to live the American Dream,

so I guess this is
what happiness feels like.

You remind me... feel
like family, man.

Yes, yes, yes.
We're gonna continue

to work hard and make the best
out of this business.

I'm not gonna let
Golden Krust down.

Sync and corrections by explosiveskull
www.addic7ed.com