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Translated By The Community Of WWW.MY-SUBS.COM
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(Male announcer) Since the premiere
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00:00:05,788 --> 00:00:07,655
of Undercover Boss, more than 60 bosses
3
00:00:07,657 --> 00:00:10,391
have given away nearly $6 million...
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I have a check for $250,000.
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Oh, my God.
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(Announcer) ...And implemented
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00:00:15,231 --> 00:00:17,198
sweeping company-wide changes...
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As a company, we're actually
gonna restore the 401(K).
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It's a $1 million expense.
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00:00:20,636 --> 00:00:22,002
(Announcer) ...To benefit the lives
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of more than 40 million employees.
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00:00:23,639 --> 00:00:25,139
Whoo!
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Some people... I just want to punch them
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in the face sometimes.
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(Announcer) But not everyone
deserved to be rewarded.
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00:00:29,912 --> 00:00:31,479
I know how to grow some really good weed
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00:00:31,481 --> 00:00:33,714
if you're really interested.
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It's not wrong of me to hate people.
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(Announcer) Tonight the latest boss
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to put it all on the line
is Anthony Wedo...
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Yeah. Yeah, bringing it.
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What?
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(Announcer)
...President and CEO of Buffets, inc.,
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00:00:50,233 --> 00:00:53,167
the largest buffet provider in America.
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Are you Michelle?
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- Yes. Hi.
- Hi, Michelle.
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- I'm Mike. How are you doing?
- How are you? I'm great.
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(Announcer) By going undercover...
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You got to keep moving
a little bit faster
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'cause we got people still building up.
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Subtotal.
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[Cash register beeps]
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The register's not cooperating
for some reason.
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(Announcer) ...This high-energy
boss will meet the employees
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that keep his restaurants cooking.
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Can I clear some
of these dishes for you?
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All right, all right. Take care.
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Your job is to send all this
through the dishwasher.
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[Dish clatters]
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Oh, well.
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[Chuckles]
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What you waiting for?
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(Announcer) What will
happen when he encounters
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a dishwasher with a bad attitude?
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If you can't do it,
then you can't do it.
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I'm working with Skye,
and I think he's a smart aleck.
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It's frankly driving me crazy.
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This is actually kind of fun.
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(Skye) It sucks.
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I hate doing dishes.
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(Announcer)
Find out next on Undercover Boss.
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Undercover Boss 5x04 - Buffets, Inc
Original air date October 18, 2013
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Sync and corrections by atrn97g
for www.MY-SUBS.com
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(Announcer) With headquarters in
South Carolina and Minnesota,
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Buffets, inc. is America's
largest buffet provider,
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owning some of the biggest names
in the industry.
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With 350 locations in 35 states
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and 18,000 employees,
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this American buffet king
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serves more than
100 million guests a year.
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And the head cook
in this kitchen is one man.
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I'm Anthony Wedo, president
and CEO of Buffets, inc.
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Buffets, inc. started
30 years ago in Minnesota
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as old country buffet.
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And really what it was, was, you know,
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young families needed a place to go
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for great variety and great value.
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And so these things started popping up
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all over the place.
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Over time, Buffets, inc. acquired brands
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like Hometown Buffet,
Country Buffet, and Ryan's.
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In 2006, Buffets, inc. hit
its all-time high,
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with 1.7 billion in revenue
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and serving over 150 million guests.
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However, they weren't able
to sustain that growth.
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This caused sales
to suffer dramatically,
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resulting in two separate bankruptcies
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over the last five years.
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I walked in the door
to take over this company
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at the end of 2012.
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We've now taken a business in six months
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and stopped the water flowing
through the hose
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in the wrong direction.
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And now we are beginning
to grow this enterprise.
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It's a very exciting time for me.
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I grew up in
a family restaurant business.
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I spent a lot of time in the kitchen.
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I was a busboy. I was a server.
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I was a manager for a period of time.
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So I did everything.
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My father, my mother,
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you know, worked nonstop
all of their lives.
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It was not uncommon for
my father to have three jobs.
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My mom passed away in '91.
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My father suffered a really, really,
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horrifically bad stroke in 1996.
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The doctors gave him anywhere
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from six months to a year to live.
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And it's now 15 years.
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It's very, very... emotionally for me,
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it's incredibly difficult,
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'cause this powerful man
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that nothing ever fazed
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is now there relying on me to help him.
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My dad and I shared a lot of things,
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and work was one of them.
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The biggest and most important gift
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I ever received from him was my ability
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to outwork anybody.
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Gentlemen, good morning.
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I was the CEO
of new world restaurant group.
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00:04:26,143 --> 00:04:28,277
I was also a corporate executive
for Boston Market.
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00:04:28,279 --> 00:04:30,813
I was also a senior executive
at Pepsico.
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The generic term for
what I do is "turnaround CEO."
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But in this case,
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we're not just turning it around.
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We're reinventing it.
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And it starts with the food.
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We started in Denver.
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00:04:44,562 --> 00:04:47,329
And the response has been
absolutely phenomenal...
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really incredible.
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Individual portions, fresh for you...
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00:04:50,334 --> 00:04:51,633
it's where we're heading, man.
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Wow. This is transformational.
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Another part of the reinvention
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00:04:55,873 --> 00:04:57,039
is changing the culture.
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00:04:57,041 --> 00:04:59,875
I am a high-energy guy
with a lot of horsepower.
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00:04:59,877 --> 00:05:01,176
Someone once said that I'm a cross
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00:05:01,178 --> 00:05:04,246
between General George Patton
and reverend Billy Graham.
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00:05:04,248 --> 00:05:05,914
- Say amen, hallelujah.
- Amen.
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00:05:05,916 --> 00:05:07,449
Yeah, that's it. That's it, baby.
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That's it.
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(Wedo) The culture that we've had,
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where we've been through two
bankruptcies is one of despair.
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00:05:12,623 --> 00:05:14,056
It's one of, you know,
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00:05:14,058 --> 00:05:16,492
just do whatever you have
to do just to get by.
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00:05:16,494 --> 00:05:18,026
If you don't love the service business,
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00:05:18,028 --> 00:05:20,229
you know what? Time for another career.
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00:05:20,231 --> 00:05:23,332
The new culture is one of hope
and one about winning.
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00:05:23,334 --> 00:05:24,800
We are on a mission to win.
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00:05:24,802 --> 00:05:27,603
We are not happy with last place
in the division.
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00:05:27,605 --> 00:05:29,738
There is no reason, in my view,
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00:05:29,740 --> 00:05:32,574
to be in a CEO role
unless you're trying to win
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00:05:32,576 --> 00:05:35,077
something for your team.
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00:05:35,079 --> 00:05:37,446
We're willing to do
pretty much whatever it takes
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to accomplish that mission.
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00:05:38,816 --> 00:05:42,418
Yeah! Yeah!
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Do it.
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00:05:46,823 --> 00:05:47,956
- Do you like blonde?
- That's a lot of hair.
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00:05:47,958 --> 00:05:49,425
[Laughs]
Wow.
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00:05:49,427 --> 00:05:51,727
(Wedo) We have had some good
results in my first six months.
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00:05:51,729 --> 00:05:53,395
But my responsibility
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00:05:53,397 --> 00:05:55,197
is to continue to grow our business.
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00:05:55,199 --> 00:05:56,832
You okay over there?
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00:05:56,834 --> 00:05:58,567
- I don't know.
- Okay, let's see.
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So I want to go undercover,
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because I've been
to a lot of restaurants,
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00:06:01,639 --> 00:06:02,938
but I've been to those restaurants
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as the corporate CEO.
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00:06:04,308 --> 00:06:06,041
I'm like cousin Itt.
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00:06:06,043 --> 00:06:09,178
I need honest information
about where we are
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to take us to another level.
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00:06:10,981 --> 00:06:12,481
And the only way I can do that
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is to understand
what's actually happening
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in the restaurants.
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Let's take some away, shall we?
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While I'm undercover,
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I'll be posing as Mike...
a construction worker
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00:06:20,191 --> 00:06:23,225
competing for business funding
to change his life.
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00:06:23,227 --> 00:06:24,827
My employees will be convinced
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00:06:24,829 --> 00:06:28,430
that they're on a show
that's not Undercover Boss.
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00:06:33,102 --> 00:06:36,071
If somebody recognizes me
with this disguise,
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I'd be astounded and shocked.
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00:06:40,110 --> 00:06:41,376
Hey, guys.
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00:06:41,378 --> 00:06:43,312
Yeah, it's me. How you doing?
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00:06:43,314 --> 00:06:45,280
I've got a little something to show you.
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00:06:45,282 --> 00:06:47,015
My wife, Carrie, and I and our two boys
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00:06:47,017 --> 00:06:48,517
have a house in Greenville, Delaware,
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00:06:48,519 --> 00:06:50,986
and an apartment
in Greenville, South Carolina.
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00:06:50,988 --> 00:06:53,489
But 80% of my time is spent on the road,
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00:06:53,491 --> 00:06:54,957
traveling to our restaurants.
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Ta-da.
[Laughs]
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00:06:57,027 --> 00:06:59,394
[Gasps]
What?
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00:06:59,396 --> 00:07:00,262
Yeah.
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00:07:00,264 --> 00:07:01,830
(Carrie) - Wow.
- Yeah.
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00:07:01,832 --> 00:07:04,299
Wow, dad. I think that's your new look.
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00:07:04,301 --> 00:07:06,235
Yeah. Yeah, I'm bringing it.
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00:07:06,237 --> 00:07:09,838
Right there, the gun show.
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00:07:09,840 --> 00:07:11,306
Uh, yeah, you know.
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00:07:11,308 --> 00:07:12,474
[Laughter]
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00:07:12,476 --> 00:07:14,042
(Wedo) This is Mike Davis, signing off.
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00:07:14,044 --> 00:07:15,143
I'll see you guys next week.
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00:07:15,145 --> 00:07:16,945
- Go, Mike.
- Go, Mike. Yeah.
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00:07:16,947 --> 00:07:18,347
- Love you guys.
(Carrie) - Love you. Bye.
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00:07:18,349 --> 00:07:19,982
(Wedo) Bye-bye. See you.
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00:07:24,754 --> 00:07:27,890
(Wedo) Today I'm undercover
in Lake Charles, Louisiana,
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00:07:27,892 --> 00:07:30,692
at one of our Ryan's stores.
198
00:07:31,761 --> 00:07:34,496
Ryan's represents about
a third of our revenues.
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00:07:34,498 --> 00:07:35,797
I'm going to be a manager today.
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00:07:35,799 --> 00:07:37,833
- It all looks good, huh?
- Yeah.
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00:07:37,835 --> 00:07:39,735
(Wedo) The manager sets
the tone for everything
202
00:07:39,737 --> 00:07:41,103
that happens in the restaurant.
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00:07:41,105 --> 00:07:43,305
As I think about what
I'm doing in this company,
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00:07:43,307 --> 00:07:44,640
which is changing the culture,
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00:07:44,642 --> 00:07:46,708
first you got to change
the management culture.
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00:07:46,710 --> 00:07:48,610
I'm here for Ernest. Is he around?
207
00:07:48,612 --> 00:07:50,112
I believe so.
208
00:07:50,114 --> 00:07:52,347
If I don't see smiles
when I'm in there today,
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00:07:52,349 --> 00:07:55,217
that means things aren't running
the way they should be.
210
00:07:55,219 --> 00:07:56,418
Hey, Ernest.
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00:07:56,420 --> 00:07:58,620
- Hi. How you doing?
- Mike Davis. How you doing?
212
00:07:58,622 --> 00:07:59,955
Nice to meet you, Mike.
213
00:07:59,957 --> 00:08:02,024
- Yeah, my pleasure. How have you been?
- I'm excellent.
214
00:08:02,026 --> 00:08:03,125
- How about yourself?
- I'm good.
215
00:08:03,127 --> 00:08:04,426
I'm one out of three managers here.
216
00:08:04,428 --> 00:08:05,594
One out of three? Okay.
217
00:08:05,596 --> 00:08:08,830
We all work together
to make this place run.
218
00:08:08,832 --> 00:08:11,099
So what you might see me do
is just cut this way.
219
00:08:11,101 --> 00:08:12,100
Yeah.
220
00:08:12,102 --> 00:08:13,602
Just looking at the customer.
221
00:08:13,604 --> 00:08:14,603
How you doing, ma'am?
222
00:08:14,605 --> 00:08:16,171
Speaking to everybody.
223
00:08:16,173 --> 00:08:17,406
Making sure they're okay.
224
00:08:17,408 --> 00:08:19,107
Everything excellent over here?
225
00:08:19,109 --> 00:08:20,642
- Perfect.
(Ernest) - Okay.
226
00:08:25,782 --> 00:08:29,451
- Okay.
- Okay?
227
00:08:29,453 --> 00:08:30,919
And you show them the right way, right?
228
00:08:30,921 --> 00:08:32,187
- Yes, sir.
- Yeah.
229
00:08:49,739 --> 00:08:50,739
Okay.
230
00:08:50,741 --> 00:08:51,673
And let him take it from there.
231
00:08:51,675 --> 00:08:52,975
- All right.
- How we doing, man?
232
00:08:52,977 --> 00:08:54,710
- Man, not bad how about you?
- Good. I'm good.
233
00:08:54,712 --> 00:08:57,779
All right, well, today
your job is to send
234
00:08:57,781 --> 00:08:59,281
- all this through the dishwasher.
- Okay.
235
00:08:59,283 --> 00:09:00,983
When they come through the door...
236
00:09:00,985 --> 00:09:04,086
Yeah.
237
00:09:04,088 --> 00:09:06,388
They're basically your slaves.
238
00:09:06,390 --> 00:09:07,389
That's what it is.
239
00:09:07,391 --> 00:09:08,523
When the pots come here,
240
00:09:08,525 --> 00:09:09,591
you put them in the water.
241
00:09:09,593 --> 00:09:10,692
Sometimes you have to scrub them.
242
00:09:10,694 --> 00:09:11,727
Sometimes you don't.
243
00:09:11,729 --> 00:09:13,362
And that's basically it.
244
00:09:13,364 --> 00:09:15,297
When the cup racks is full,
245
00:09:15,299 --> 00:09:16,732
you take it,
246
00:09:16,734 --> 00:09:18,600
put it down.
247
00:09:18,602 --> 00:09:20,469
Then you got to run it through.
248
00:09:20,471 --> 00:09:22,037
But right now it can't go nowhere
249
00:09:22,039 --> 00:09:24,673
'cause I got all this right here.
250
00:09:24,675 --> 00:09:26,742
You're gonna do that, and I'm
gonna do this in the front?
251
00:09:26,744 --> 00:09:29,044
You gonna do this,
or how are we gonna do this?
252
00:09:29,046 --> 00:09:32,681
Right now...
253
00:09:32,683 --> 00:09:35,317
Sometimes it happens.
254
00:09:35,319 --> 00:09:36,852
Oh, yes, it does.
255
00:09:38,354 --> 00:09:40,222
(Skye) Oh, well.
256
00:09:40,224 --> 00:09:43,792
Hey, Skye, how do I run
these trays through, on what?
257
00:09:43,794 --> 00:09:45,093
You're running the dish room right now,
258
00:09:45,095 --> 00:09:47,629
so it's all up to you.
259
00:09:47,631 --> 00:09:49,364
It's basically crash and burn.
'Cause when I'm in here,
260
00:09:49,366 --> 00:09:50,565
I only have time enough
261
00:09:50,567 --> 00:09:52,668
to show the basics, and then that's it.
262
00:09:52,670 --> 00:09:54,236
I've had one minute of training.
263
00:09:54,238 --> 00:09:56,371
If you can't do it,
then you can't do it.
264
00:09:56,373 --> 00:09:58,206
Well, I mean, you gave me
one minute of training.
265
00:09:58,208 --> 00:10:00,542
That's not fair, and I would
hope you give other people
266
00:10:00,544 --> 00:10:02,310
more than one minute of training. Okay?
267
00:10:02,312 --> 00:10:04,112
'Cause that's not what you want
to be doing here.
268
00:10:04,114 --> 00:10:05,681
You want to be giving people training.
269
00:10:05,683 --> 00:10:07,182
I'm working with Skye,
and I think he's a smart aleck,
270
00:10:07,184 --> 00:10:08,450
and I don't think it's necessary.
271
00:10:08,452 --> 00:10:09,685
[Dish clatters]
272
00:10:09,687 --> 00:10:11,053
Oh, well.
273
00:10:11,055 --> 00:10:13,088
What you waiting for?
274
00:10:13,090 --> 00:10:14,489
[Chuckles]
275
00:10:14,491 --> 00:10:16,958
He was condescending.
He didn't really help me.
276
00:10:16,960 --> 00:10:18,694
Now, the reds go...
277
00:10:18,696 --> 00:10:20,095
it doesn't matter whether
it's reds or clear, right?
278
00:10:20,097 --> 00:10:21,697
Sure.
[Chuckles]
279
00:10:21,699 --> 00:10:23,532
(Wedo) He just said,
"hey, go figure it out."
280
00:10:23,534 --> 00:10:24,700
You're gonna have to pick up the pace.
281
00:10:24,702 --> 00:10:26,468
I'm trying to stay calm here,
282
00:10:26,470 --> 00:10:28,070
but it's no way to run a restaurant.
283
00:10:28,072 --> 00:10:29,071
It's no way to run anything.
284
00:10:29,073 --> 00:10:31,773
So, Skye, man, how long you been here?
285
00:10:31,775 --> 00:10:33,709
A couple months.
286
00:10:33,711 --> 00:10:36,011
- Who trained you?
- Nobody, basically.
287
00:10:36,013 --> 00:10:38,680
Basically exactly what I done to you.
288
00:10:38,682 --> 00:10:40,482
They gave you one minute of training?
289
00:10:40,484 --> 00:10:42,384
(Skye) Mike thought he knew it all.
290
00:10:42,386 --> 00:10:44,453
Instead of sitting back there
complaining about one minute,
291
00:10:44,455 --> 00:10:46,154
this, that, and the other,
he should've just shut his mouth
292
00:10:46,156 --> 00:10:47,522
and did what he's supposed to do.
293
00:10:47,524 --> 00:10:49,424
I mean, if you knew it all,
294
00:10:49,426 --> 00:10:52,994
then what are you doing
back here wasting my time?
295
00:10:52,996 --> 00:10:54,863
This is actually kind of fun.
296
00:10:54,865 --> 00:10:56,898
I guess for one day, yeah.
297
00:10:56,900 --> 00:10:58,300
It's not a bad job.
298
00:10:58,302 --> 00:10:59,401
(Skye) It sucks.
299
00:10:59,403 --> 00:11:01,470
I hate doing dishes.
300
00:11:01,472 --> 00:11:04,339
(Wedo) You know, this is
my first job undercover,
301
00:11:04,341 --> 00:11:06,408
and I've been trying to keep my cool.
302
00:11:06,410 --> 00:11:09,444
But hearing Skye tell me
how he hates his job,
303
00:11:09,446 --> 00:11:12,748
he doesn't want to be here,
it's frankly driving me crazy.
304
00:11:12,750 --> 00:11:13,749
What's up, Ernest?
305
00:11:13,751 --> 00:11:15,350
How you doing, man?
306
00:11:17,887 --> 00:11:19,821
Ernest, I really need to see you,
307
00:11:19,823 --> 00:11:21,089
if you don't mind, for a minute
308
00:11:21,091 --> 00:11:22,524
back in your office, is that okay?
309
00:11:22,526 --> 00:11:25,293
All right, let's go back.
310
00:11:36,405 --> 00:11:39,975
I am on a mission to reinvent
and turn around this company.
311
00:11:39,977 --> 00:11:42,110
Can't have any Skyes on the team.
312
00:11:46,849 --> 00:11:48,016
Sit down, man.
313
00:11:48,018 --> 00:11:50,685
Sit down, relax. How are you?
314
00:11:50,687 --> 00:11:53,255
You're good?
315
00:11:53,257 --> 00:11:56,992
I got something to tell you.
316
00:11:56,994 --> 00:12:01,463
I'm not Mike Davis.
317
00:12:01,465 --> 00:12:02,631
My name's Anthony Wedo.
318
00:12:02,633 --> 00:12:04,599
I'm the president
and CEO of Buffets, inc.
319
00:12:04,601 --> 00:12:07,035
[Sighs]
320
00:12:07,037 --> 00:12:08,970
And I'm undercover in your restaurant.
321
00:12:08,972 --> 00:12:11,540
Wow.
322
00:12:11,542 --> 00:12:13,108
Yeah.
323
00:12:23,344 --> 00:12:25,011
(Wedo) I got something to tell you.
324
00:12:25,013 --> 00:12:28,581
I'm not Mike Davis.
325
00:12:28,583 --> 00:12:30,049
My name's Anthony Wedo.
326
00:12:30,051 --> 00:12:31,718
I'm the president
and CEO of Buffets, inc.
327
00:12:31,720 --> 00:12:34,987
Wow.
328
00:12:34,989 --> 00:12:36,322
Yeah.
329
00:12:36,324 --> 00:12:40,026
So let's talk about
the situation out here, okay?
330
00:12:40,028 --> 00:12:42,261
Now, the good news is
when I look out there,
331
00:12:42,263 --> 00:12:43,863
the guests are getting
treated pretty well.
332
00:12:43,865 --> 00:12:44,864
Mm-hmm.
333
00:12:44,866 --> 00:12:46,432
- But this is a mess back in here.
- Yes.
334
00:12:46,434 --> 00:12:48,234
This operation back here, you know,
335
00:12:48,236 --> 00:12:50,236
- is not where we need it to be.
- Not where it's supposed to be.
336
00:12:50,238 --> 00:12:52,939
- Okay? Right?
- I agree 100%.
337
00:12:52,941 --> 00:12:55,141
What are we supposed to be doing
with people in our store?
338
00:12:55,143 --> 00:12:57,009
We're supposed to be training them.
339
00:12:57,011 --> 00:12:58,411
We're supposed to be
training them, right?
340
00:12:58,413 --> 00:12:59,512
- Yes, yes.
- Right?
341
00:12:59,514 --> 00:13:00,880
Why aren't we training people?
342
00:13:00,882 --> 00:13:02,982
That's the thing.
343
00:13:02,984 --> 00:13:04,050
So I try to do...
344
00:13:04,052 --> 00:13:05,284
What is going on
with your management team?
345
00:13:05,286 --> 00:13:06,519
What is going on with
the management team is
346
00:13:06,521 --> 00:13:07,820
I don't know if they're burnt out
347
00:13:07,822 --> 00:13:09,522
or what's going on with them.
348
00:13:09,524 --> 00:13:11,324
It's just, like, they don't
have compassion for it.
349
00:13:11,326 --> 00:13:12,792
What's stopping you
from doing the right thing
350
00:13:12,794 --> 00:13:13,993
with these people?
351
00:13:13,995 --> 00:13:16,329
It's not me. I can't do it by myself.
352
00:13:16,331 --> 00:13:17,530
So you understand what's been going on
353
00:13:17,532 --> 00:13:19,766
- in that dish room is not right?
- Exactly. Right.
354
00:13:19,768 --> 00:13:22,001
I want the bad attitudes
out of the restaurant.
355
00:13:22,003 --> 00:13:23,169
Yes, sir.
356
00:13:23,171 --> 00:13:24,504
I'm the CEO of this company.
357
00:13:24,506 --> 00:13:26,506
I don't decide whether
we keep dishwashers or not.
358
00:13:26,508 --> 00:13:28,508
- Right, right.
- That's your job, okay?
359
00:13:28,510 --> 00:13:29,776
What I'm telling you, though, is,
360
00:13:29,778 --> 00:13:32,044
- this gentleman needs trained.
- Mm-hmm.
361
00:13:32,046 --> 00:13:34,147
- This gentleman needs to change his
attitude. - Mm-hmm.
362
00:13:34,149 --> 00:13:35,648
What happens with one bad
attitude in the store?
363
00:13:35,650 --> 00:13:36,883
It goes down the...
364
00:13:36,885 --> 00:13:37,950
It's like a virus, right?
365
00:13:37,952 --> 00:13:39,485
It infects everything in the restaurant.
366
00:13:39,487 --> 00:13:40,520
- Yes.
- Right?
367
00:13:40,522 --> 00:13:42,255
- Yes. Yes, sir.
- You know that.
368
00:13:42,257 --> 00:13:43,689
I want some action taken here.
369
00:13:43,691 --> 00:13:45,057
I want that gentleman brought in
370
00:13:45,059 --> 00:13:47,927
- and talked to at your direction.
- Okay.
371
00:13:47,929 --> 00:13:50,096
In a couple of days,
we're all gonna get together,
372
00:13:50,098 --> 00:13:54,267
you, me, and Skye,
and have a little meeting
373
00:13:54,269 --> 00:13:56,068
to talk about what happened here, okay?
374
00:13:56,070 --> 00:13:57,937
- Yes, sir.
- On another point...
375
00:13:57,939 --> 00:13:59,906
you cannot tell anybody who I am
376
00:13:59,908 --> 00:14:01,474
because I have another job tomorrow
377
00:14:01,476 --> 00:14:02,575
that I want to do in another store,
378
00:14:02,577 --> 00:14:03,943
and I want to be undercover.
379
00:14:03,945 --> 00:14:05,378
- All right?
- Yes, sir.
380
00:14:05,380 --> 00:14:08,781
- Okay.
- Okay.
381
00:14:08,783 --> 00:14:10,416
(Wedo) I got into it with Ernest today,
382
00:14:10,418 --> 00:14:13,319
because he has the basic pieces
of being a good manager,
383
00:14:13,321 --> 00:14:15,588
but he's not executing it
in the store today.
384
00:14:15,590 --> 00:14:17,356
Bitching and complaining.
385
00:14:17,358 --> 00:14:19,258
But I stacked up the dish room for him.
386
00:14:19,260 --> 00:14:20,359
(Man) Oh, yeah?
387
00:14:20,361 --> 00:14:21,561
Yeah.
388
00:14:21,563 --> 00:14:23,696
Bugged the [...] out of me,
but, yeah, I did it.
389
00:14:23,698 --> 00:14:26,632
(Wedo) Hey, man, I have no idea
what the hell happened here.
390
00:14:26,634 --> 00:14:29,068
This guy named Skye...
you know, total smartass.
391
00:14:29,070 --> 00:14:31,537
I mean...
392
00:14:33,707 --> 00:14:35,741
It's my dish room after all.
393
00:14:35,743 --> 00:14:37,310
You know, I'm reengineering a company.
394
00:14:37,312 --> 00:14:38,878
And I'm turning this company around.
395
00:14:38,880 --> 00:14:40,346
It's all about attitude.
396
00:14:40,348 --> 00:14:42,248
[Chuckles]
Make no mistake about it,
397
00:14:42,250 --> 00:14:43,516
you're gonna have the right attitude
398
00:14:43,518 --> 00:14:45,585
to be on our winning team.
399
00:14:47,087 --> 00:14:49,522
Like, I don't want to do this anymore.
400
00:14:49,524 --> 00:14:53,092
I'm done.
401
00:15:01,268 --> 00:15:04,303
(Wedo) What Skye did yesterday, frankly,
402
00:15:04,305 --> 00:15:06,806
that's just not acceptable.
And I had to address it.
403
00:15:06,808 --> 00:15:10,610
Today I'm hoping that
this job goes much smoother.
404
00:15:10,612 --> 00:15:14,580
Today I'm in Fresno, California,
at one of our Hometown Buffets.
405
00:15:14,582 --> 00:15:16,148
I'm gonna be working as a cashier today.
406
00:15:16,150 --> 00:15:17,416
[Cash register beeps]
407
00:15:17,418 --> 00:15:20,119
This is that first moment
where you make eye contact
408
00:15:20,121 --> 00:15:23,923
with this person who's gonna pay
you money for your food.
409
00:15:23,925 --> 00:15:26,125
I really want to understand
what level of hospitality
410
00:15:26,127 --> 00:15:29,362
are we delivering.
411
00:15:29,364 --> 00:15:30,596
Hey, good morning.
412
00:15:30,598 --> 00:15:32,064
- Are you Michelle?
- Yes.
413
00:15:32,066 --> 00:15:33,933
- Hi, Michelle. I'm Mike.
- Hi. How are you?
414
00:15:33,935 --> 00:15:35,034
- How you doing?
- I'm great.
415
00:15:35,036 --> 00:15:37,403
- Great to see you.
- Nice to meet you.
416
00:15:37,405 --> 00:15:38,804
My first impression of him
417
00:15:38,806 --> 00:15:40,706
was he probably looked like
a photographer or something,
418
00:15:40,708 --> 00:15:42,308
you know, with his hair flip, you know.
419
00:15:42,310 --> 00:15:45,077
[Laughs] So he's got, like,
that long hair and whatnot.
420
00:15:45,079 --> 00:15:47,179
He kind of looks like a Fabio.
421
00:15:47,181 --> 00:15:48,881
- You can call me Shelly.
- Shelly, good.
422
00:15:48,883 --> 00:15:50,316
I'll be training you on the cashier.
423
00:15:50,318 --> 00:15:51,350
- Let's do it.
- All right.
424
00:15:51,352 --> 00:15:54,720
- So my lovely register.
- All right.
425
00:15:54,722 --> 00:15:57,423
Okay, so we have this button
right here, and we hit it.
426
00:15:57,425 --> 00:15:59,125
And no matter how many we have,
427
00:15:59,127 --> 00:16:00,927
we can just press
a number and hit "regular."
428
00:16:00,929 --> 00:16:02,995
- So the number before you hit "regular"?
- Yes.
429
00:16:02,997 --> 00:16:04,630
Like, say if they have,
like, two, then...
430
00:16:04,632 --> 00:16:05,965
- Two regulars, right.
- Yeah.
431
00:16:05,967 --> 00:16:07,667
- Good.
- Customers come in...
432
00:16:07,669 --> 00:16:09,769
- Remember to smile, okay?
- Yeah, sure.
433
00:16:09,771 --> 00:16:12,071
You have to smile so thatthey don't feel uncomfortable.
434
00:16:12,073 --> 00:16:12,972
So we have customers right now.
435
00:16:12,974 --> 00:16:14,340
(Wedo) All right.
436
00:16:14,342 --> 00:16:16,542
- How are you guys?
(Man) - We're good.
437
00:16:16,544 --> 00:16:18,344
Good. So we have one adult today, right?
438
00:16:18,346 --> 00:16:19,512
(Man) - Yes.
- Okay.
439
00:16:19,514 --> 00:16:20,947
And how old are the children?
440
00:16:20,949 --> 00:16:22,014
(Man) 10 and 11.
441
00:16:22,016 --> 00:16:23,416
All right, 10 and 11.
442
00:16:23,418 --> 00:16:24,517
So she has regular.
443
00:16:24,519 --> 00:16:26,485
And then she has a beverage for herself.
444
00:16:26,487 --> 00:16:28,754
- Right.
- And the children are 10 and 11,
445
00:16:28,756 --> 00:16:30,723
so we're gonna hit "8 to 11".
446
00:16:30,725 --> 00:16:31,824
- And then you're... yes.
- Subtotal?
447
00:16:31,826 --> 00:16:34,493
- So your total is gonna be $23.44.
- Got it.
448
00:16:34,495 --> 00:16:36,529
So then we hit how much it is.
449
00:16:36,531 --> 00:16:37,530
Here is your receipt.
450
00:16:37,532 --> 00:16:40,132
And we staple it right here.
451
00:16:40,134 --> 00:16:41,233
And we hand it to them, okay?
452
00:16:41,235 --> 00:16:42,401
Awesome.
453
00:16:42,403 --> 00:16:43,869
And you guys enjoy your meal, okay?
454
00:16:43,871 --> 00:16:46,806
Okay, so we're getting
a lot of people now, okay?
455
00:16:46,808 --> 00:16:48,174
I'm gonna let you handle this
on your own.
456
00:16:48,176 --> 00:16:49,141
Okay.
457
00:16:49,143 --> 00:16:50,810
- Hi.
- Hi.
458
00:16:50,812 --> 00:16:51,877
Welcome to Hometown Buffet.
459
00:16:51,879 --> 00:16:53,879
Three and two.
460
00:16:53,881 --> 00:16:57,950
So we got, uh...
461
00:16:57,952 --> 00:16:59,852
Well, we got two adults, right?
462
00:16:59,854 --> 00:17:02,188
[Cash register beeps]
Two regulars.
463
00:17:02,190 --> 00:17:04,190
And, uh... I'm training.
464
00:17:04,192 --> 00:17:05,691
Please bear with me.
[Laughs]
465
00:17:05,693 --> 00:17:07,493
Two beverage. Subtotal.
466
00:17:07,495 --> 00:17:09,695
[Cash register beeps]
467
00:17:09,697 --> 00:17:12,498
The register's not cooperating
for some reason.
468
00:17:12,500 --> 00:17:13,366
It's fine. Just handle it with a smile.
469
00:17:13,368 --> 00:17:14,700
- Okay?
- Okay.
470
00:17:14,702 --> 00:17:16,335
Welcome to Hometown Buffet.Can I take your order?
471
00:17:16,337 --> 00:17:16,837
Two.
472
00:17:20,541 --> 00:17:22,441
Mike needs to be
a little bit more spunky
473
00:17:22,443 --> 00:17:24,543
and more, you know, like, bubbly.
474
00:17:24,545 --> 00:17:26,879
Your tone is a little bit...
[Growls]
475
00:17:26,881 --> 00:17:28,914
Be a little bit sweeter.
476
00:17:28,916 --> 00:17:30,650
Like, be overly happy.
477
00:17:30,652 --> 00:17:33,319
Hi, guys. Welcome.
478
00:17:33,321 --> 00:17:35,054
That's $33.38.
479
00:17:35,056 --> 00:17:36,622
- Go ahead and take that.
- Okay.
480
00:17:36,624 --> 00:17:37,990
Okay, now you swipe it.
481
00:17:37,992 --> 00:17:39,291
Now ask debit or credit.
482
00:17:39,293 --> 00:17:42,328
- Is it debit?
- Yes.
483
00:17:43,196 --> 00:17:44,830
Did it detract on card?
484
00:17:44,832 --> 00:17:46,098
This thing is hard.
485
00:17:46,100 --> 00:17:47,633
- You have to really push on this thing.
- Yeah.
486
00:17:47,635 --> 00:17:50,736
(Wedo) Oh, my word, trying to
process a simple transaction
487
00:17:50,738 --> 00:17:52,805
slows everything way down.
488
00:17:52,807 --> 00:17:54,040
It's the swiping on this thing...
489
00:17:54,042 --> 00:17:55,508
it just doesn't want to cooperate.
490
00:17:55,510 --> 00:17:58,144
My biggest concern is,
people come in here
491
00:17:58,146 --> 00:17:59,612
hungry, wanting to eat.
492
00:17:59,614 --> 00:18:02,114
[Cash register beeps]
Okay.
493
00:18:02,116 --> 00:18:03,783
Let's see. We got to clear this.
494
00:18:03,785 --> 00:18:07,720
It's processing. Give it a minute.
495
00:18:07,722 --> 00:18:09,355
Thanks so much.
496
00:18:09,357 --> 00:18:12,858
- So now it is time for me to go on my break.
- Shelly.
497
00:18:12,860 --> 00:18:14,660
Let's do it.
498
00:18:14,662 --> 00:18:18,097
Oh, my God, between the training
issue I found working with Skye
499
00:18:18,099 --> 00:18:20,299
and this cash register problem,
500
00:18:20,301 --> 00:18:22,468
we definitely have our work
cut out for us.
501
00:18:22,470 --> 00:18:25,271
We're gonna address that immediately.
502
00:18:25,273 --> 00:18:27,206
(Wedo) How many hours a
week do you normally work?
503
00:18:27,208 --> 00:18:29,842
(Michelle) Right now I probably
will be working about...
504
00:18:29,844 --> 00:18:32,478
I want to say 20 hours a week.
505
00:18:34,214 --> 00:18:36,849
It's hard too, without a safety net.
506
00:18:36,851 --> 00:18:39,652
When my mom got sick with cancer...
507
00:18:39,654 --> 00:18:43,155
you know, like, tending
to my mom when she got sick,
508
00:18:43,157 --> 00:18:44,857
it's, like, you're the child.
509
00:18:44,859 --> 00:18:46,325
But it's your turn to be strong.
510
00:18:46,327 --> 00:18:47,660
Yeah.
511
00:18:47,662 --> 00:18:51,230
It's hard.
512
00:18:51,232 --> 00:18:54,700
They told her she wouldn't
survive for about 72 hours.
513
00:18:54,702 --> 00:18:56,135
She went two weeks.
514
00:18:56,137 --> 00:18:57,937
I totally get it, you know.
515
00:18:57,939 --> 00:19:00,106
I totally get where you're coming from.
516
00:19:00,108 --> 00:19:01,207
It's really tough.
517
00:19:01,209 --> 00:19:06,512
My dad had a really bad stroke in 1996.
518
00:19:06,514 --> 00:19:08,881
And so we've... my brother
and my sister and I
519
00:19:08,883 --> 00:19:12,618
have been really caring for him,
520
00:19:12,620 --> 00:19:15,421
- and, you know, for the last 15 years.
- Right.
521
00:19:15,423 --> 00:19:17,289
It's been a long, long, long haul.
522
00:19:17,291 --> 00:19:18,657
And you do it out of love.
523
00:19:18,659 --> 00:19:20,292
And you know what?
You don't have to do it.
524
00:19:20,294 --> 00:19:21,660
But you want to do it.
525
00:19:21,662 --> 00:19:24,530
(Wedo) Shelly was telling
me about her mother.
526
00:19:24,532 --> 00:19:28,267
I had, honestly,
a pretty strong connection
527
00:19:28,269 --> 00:19:30,603
because I saw my dad go through
528
00:19:30,605 --> 00:19:32,138
this really serious stroke.
529
00:19:32,140 --> 00:19:35,541
Astoundingly strong young woman.
530
00:19:35,543 --> 00:19:39,011
I stopped going to high school
to take care of her.
531
00:19:39,013 --> 00:19:40,780
And it's not because I had to.
It's because I wanted to.
532
00:19:40,782 --> 00:19:42,114
- Mm-hmm.
- You know, like...
533
00:19:42,116 --> 00:19:43,449
What else would you like to do?
534
00:19:43,451 --> 00:19:45,985
I really want to be a criminal profiler.
535
00:19:45,987 --> 00:19:47,853
- Oh, wow.
- Yeah.
536
00:19:47,855 --> 00:19:49,021
I love all that stuff.
537
00:19:49,023 --> 00:19:50,890
I do.
[Laughs]
538
00:19:50,892 --> 00:19:52,191
But I can't afford it right now.
539
00:19:52,193 --> 00:19:53,425
You got a lot on your shoulders.
540
00:19:53,427 --> 00:19:55,361
- I get that.
- Right. And you know what?
541
00:19:55,363 --> 00:19:56,428
And it wasn't just me, either, though.
542
00:19:56,430 --> 00:19:57,396
It was my brothers.
543
00:19:57,398 --> 00:19:58,798
- It's nice to have that.
- Yeah.
544
00:19:58,800 --> 00:20:00,499
My oldest brother lives here in Fresno.
545
00:20:00,501 --> 00:20:03,135
And my other two older brotherslive in Texas.
546
00:20:03,137 --> 00:20:05,204
So, you know, I love my brothers.
547
00:20:05,206 --> 00:20:07,706
- You're tough. You have been through a lot.
- Yeah.
548
00:20:07,708 --> 00:20:09,308
And you're... you know,you're fighting through it.
549
00:20:09,310 --> 00:20:10,676
- It sounds like it to me, anyway.
- Right.
550
00:20:10,678 --> 00:20:11,844
- I mean, right?
- Mm-hmm.
551
00:20:11,846 --> 00:20:12,978
So how are we doing on time?
552
00:20:12,980 --> 00:20:14,213
I don't want to get us in trouble.
553
00:20:14,215 --> 00:20:16,849
We probably should go back to work.
554
00:20:19,152 --> 00:20:20,386
(Announcer) Coming up...
555
00:20:20,388 --> 00:20:22,121
You got to keep movinga little bit faster
556
00:20:22,123 --> 00:20:23,589
'cause you got people still building up.
557
00:20:23,591 --> 00:20:26,225
...The boss feels the heat
when he works on the grill.
558
00:20:26,227 --> 00:20:27,660
You wanted well-done,
and you wanted well-done.
559
00:20:27,662 --> 00:20:29,795
Stir-fry? Okay, I'll be right
with you in a second.
560
00:20:29,797 --> 00:20:30,963
(Announcer) And later...
561
00:20:30,965 --> 00:20:32,331
I'm gonna let you do it on your own.
562
00:20:32,333 --> 00:20:35,167
(Announcer) ...Anthony feels the
wrath of a hungry customer.
563
00:20:35,169 --> 00:20:38,170
Can I clear some
of these dishes for you?
564
00:20:38,172 --> 00:20:40,306
All right, all right. Take care.
565
00:20:49,090 --> 00:20:51,514
(Announcer) Anthony Wedo,
the president and CEO
566
00:20:51,516 --> 00:20:52,749
of Buffets, inc.,
567
00:20:52,751 --> 00:20:56,786
is a boss undercover in his own company.
568
00:20:56,788 --> 00:20:58,488
His employees think he's a contestant
569
00:20:58,490 --> 00:21:00,790
on a reality show,
competing to win money
570
00:21:00,792 --> 00:21:02,392
to start his own business.
571
00:21:02,394 --> 00:21:04,027
I only have time enough
to show the basics,
572
00:21:04,029 --> 00:21:05,061
and then that's it.
573
00:21:05,063 --> 00:21:06,396
I've had one minute of training.
574
00:21:06,398 --> 00:21:08,264
If you can't do it,
then you can't do it.
575
00:21:08,266 --> 00:21:10,500
(Announcer) But so far,
he's had a hard time
576
00:21:10,502 --> 00:21:12,001
keeping his cool...
577
00:21:12,003 --> 00:21:13,603
and keeping his cover.
578
00:21:13,605 --> 00:21:14,737
My name's Anthony Wedo.
579
00:21:14,739 --> 00:21:16,206
I'm the president
and CEO of Buffets, inc.
580
00:21:16,208 --> 00:21:17,974
Wow.
581
00:21:17,976 --> 00:21:19,242
Yeah.
582
00:21:19,244 --> 00:21:22,011
(Announcer) His journey
continues in Colorado.
583
00:21:24,368 --> 00:21:26,402
So today I'm gonna do a pretty cool job.
584
00:21:26,404 --> 00:21:28,905
It's a grill cook.
585
00:21:28,907 --> 00:21:30,440
Medium?
586
00:21:30,442 --> 00:21:32,842
(Wedo) During the bankruptcy process
that this company went through,
587
00:21:32,844 --> 00:21:36,045
many of the customers' favorites
were taken off the menu.
588
00:21:36,047 --> 00:21:37,680
- Hi, guys.
- How are you doing?
589
00:21:37,682 --> 00:21:39,182
(Wedo) Is Joey around?
590
00:21:39,184 --> 00:21:40,416
- Yeah, just follow me.
- Follow you?
591
00:21:40,418 --> 00:21:41,951
Okay, happy to do it.
592
00:21:41,953 --> 00:21:43,152
As part of my new vision,
593
00:21:43,154 --> 00:21:44,754
I'm bringing many of those things back.
594
00:21:44,756 --> 00:21:46,322
And I'm also adding new things.
595
00:21:46,324 --> 00:21:49,258
We've spent about $25 million
of the company's money
596
00:21:49,260 --> 00:21:52,095
rolling out steak
and our stir-fry product...
597
00:21:52,097 --> 00:21:53,262
huge investment for us.
598
00:21:53,264 --> 00:21:55,531
So today I get a chance to look at
599
00:21:55,533 --> 00:21:57,233
and evaluate how that's working.
600
00:21:57,235 --> 00:21:58,901
(Woman) Joey. You have a friend.
601
00:21:58,903 --> 00:21:59,869
Joey.
602
00:21:59,871 --> 00:22:01,137
- Nice to meet you.
- Mike Davis, man.
603
00:22:01,139 --> 00:22:02,305
- How you doing?
- Mike Davis? All right.
604
00:22:02,307 --> 00:22:03,573
Oh, yeah, I got something for you.
605
00:22:03,575 --> 00:22:04,674
- You got a hat for me?
- Yep.
606
00:22:04,676 --> 00:22:06,042
Awesome. How you doing, man?
607
00:22:06,044 --> 00:22:07,010
Not too bad.
608
00:22:07,012 --> 00:22:09,178
This whole station is what I do.
609
00:22:09,180 --> 00:22:10,513
This is me, right here.
610
00:22:10,515 --> 00:22:12,515
You'll have to deal with,
you know, your carving.
611
00:22:12,517 --> 00:22:14,417
You got your roast beef,
your ham, your turkey.
612
00:22:14,419 --> 00:22:16,386
Our steaks will be right
underneath here.
613
00:22:16,388 --> 00:22:17,887
- Okay.
- Stir-fry...
614
00:22:17,889 --> 00:22:20,023
They got the choice between
chicken, beef, or shrimp.
615
00:22:20,025 --> 00:22:21,257
- Okay.
- Rice and noodles.
616
00:22:21,259 --> 00:22:22,925
They got the choiceif they want vegetables.
617
00:22:22,927 --> 00:22:26,262
So I'm gonna have you make
a stir-fry for yourself.
618
00:22:26,264 --> 00:22:27,730
So the first thing you want to do
619
00:22:27,732 --> 00:22:28,865
is you're gonna oil your grill.
620
00:22:28,867 --> 00:22:32,335
- Just a little spot?
- Yep, just a little spot.
621
00:22:32,337 --> 00:22:35,138
- One scoop of shrimp.
- Okay.
622
00:22:36,507 --> 00:22:37,840
Since we're starting to get a line,
623
00:22:37,842 --> 00:22:40,209
you want to start loading up
your grill right afterwards.
624
00:22:40,211 --> 00:22:42,712
How do you like your steak, ma'am?
625
00:22:46,950 --> 00:22:48,985
Yeah.
626
00:22:51,755 --> 00:22:53,322
- So you cut it?
- Yeah, you cut it.
627
00:22:53,324 --> 00:22:54,524
And then you show it to your customer
628
00:22:54,526 --> 00:22:55,958
and see if she's all right with that.
629
00:22:55,960 --> 00:22:57,193
That was about, like, a medium.
630
00:22:57,195 --> 00:22:59,162
(Joey) Steak, well-done?
631
00:22:59,164 --> 00:23:01,364
So I'll have you do this.
632
00:23:02,666 --> 00:23:04,233
That, to me, looks well-done.
633
00:23:04,235 --> 00:23:05,468
You want to show it to your customer
634
00:23:05,470 --> 00:23:07,236
and see if she's all right with that.
635
00:23:07,238 --> 00:23:09,539
- See that?
(Joey) - You want it more done?
636
00:23:09,541 --> 00:23:11,808
- Yeah.
- More?
637
00:23:14,611 --> 00:23:16,212
- Enjoy it.
- Thanks.
638
00:23:16,214 --> 00:23:17,914
Our dinner rush is
gonna start here soon.
639
00:23:17,916 --> 00:23:19,782
All righty, I'm gonna have
you run the stir-fry
640
00:23:19,784 --> 00:23:22,718
- and the steaks.
- Okay.
641
00:23:22,720 --> 00:23:24,787
- That's pretty good right there.
(Woman) - Perfect.
642
00:23:24,789 --> 00:23:26,589
- Thank you so much.
- You're welcome. Enjoy it.
643
00:23:26,591 --> 00:23:28,024
Don't forget about your stir-fries.
644
00:23:28,026 --> 00:23:29,459
- Hi.
(Woman) - Chicken.
645
00:23:29,461 --> 00:23:30,393
Chicken with...
646
00:23:30,395 --> 00:23:31,961
- Rice.
- With rice.
647
00:23:34,164 --> 00:23:36,399
All right, and you got
other people in line too.
648
00:23:36,401 --> 00:23:38,734
- You had a medium.
- Medium, right?
649
00:23:38,736 --> 00:23:40,803
(Joey) We're working at a buffet,
and he has to stay on his toes,
650
00:23:40,805 --> 00:23:42,338
keep moving back and forth.
651
00:23:42,340 --> 00:23:43,673
You got to keep moving
a little bit faster
652
00:23:43,675 --> 00:23:45,274
'cause we got people still building up.
653
00:23:45,276 --> 00:23:46,442
Two well-dones?
654
00:23:46,444 --> 00:23:47,977
You wanted well-done,
and you wanted well-done.
655
00:23:47,979 --> 00:23:51,981
Stir-fry? Okay, I'll be right
with you in a second.
656
00:23:51,983 --> 00:23:53,216
That wasn't good.
657
00:23:53,218 --> 00:23:55,084
(Wedo) I'm great on the
grill at a picnic.
658
00:23:55,086 --> 00:23:57,220
I don't spend a lot of time, you know,
659
00:23:57,222 --> 00:23:58,955
grilling at a high rate of speed.
660
00:23:58,957 --> 00:23:59,889
Just bear with me one second.
661
00:23:59,891 --> 00:24:01,324
(Joey) You got to keep it up.
662
00:24:01,326 --> 00:24:03,626
(Wedo) You know what, though?
I'm inspired to see
663
00:24:03,628 --> 00:24:05,061
that we had a lot of customers
come to the grill tonight.
664
00:24:05,063 --> 00:24:06,062
Enjoy it.
665
00:24:06,064 --> 00:24:09,699
This investment is really paying off.
666
00:24:09,701 --> 00:24:11,434
- Thank you.
- You're welcome.
667
00:24:11,436 --> 00:24:13,402
Looks like you're doing
pretty good... it's not too bad.
668
00:24:13,404 --> 00:24:14,971
(Wedo) How long have you
been here, by the way?
669
00:24:14,973 --> 00:24:17,206
I've been a grill cook here for
about a year and a half now.
670
00:24:17,208 --> 00:24:19,408
Yeah, I want to open up
my own restaurant one day soon.
671
00:24:19,410 --> 00:24:21,577
- Is that right? Oh, that's cool.
- Yeah.
672
00:24:21,579 --> 00:24:23,279
What I see in Joey that I really like
673
00:24:23,281 --> 00:24:26,949
is drive to improve his stake in life.
674
00:24:26,951 --> 00:24:29,785
And that's hugely meaningful to me.
675
00:24:29,787 --> 00:24:31,854
So I'm gonna show you some,
you know, different stuff
676
00:24:31,856 --> 00:24:34,857
- that we have to prep in the back.
- Okay, great.
677
00:24:34,859 --> 00:24:36,826
All right, so with the steaks,we try to get
678
00:24:36,828 --> 00:24:39,028
all the fat off of here.
679
00:24:39,030 --> 00:24:40,930
- We're taking it all off?
- All the fat.
680
00:24:40,932 --> 00:24:43,900
As much as you can possibly get off.
681
00:24:43,902 --> 00:24:45,368
Did you start on the grill
682
00:24:45,370 --> 00:24:47,170
- or did you start somewhere else?
- No, actually, no.
683
00:24:47,172 --> 00:24:49,839
- I started in the dish room, actually.
- Oh, wow. That's great, yeah.
684
00:24:49,841 --> 00:24:52,275
- I went from the dish room to the bakery.
- You got promoted a bunch.
685
00:24:52,277 --> 00:24:54,243
From the bakery,
I went out on to the grill.
686
00:24:54,245 --> 00:24:57,313
And on the grill, right now
I'm one of the line cooks.
687
00:24:57,315 --> 00:24:59,315
I want to be a manager here.
688
00:24:59,317 --> 00:25:00,616
That's where I want to go to.
689
00:25:00,618 --> 00:25:02,385
- Yeah.
- But, like, for my own business,
690
00:25:02,387 --> 00:25:04,120
I want to still be a cook.
691
00:25:04,122 --> 00:25:05,521
So do you have any family members
692
00:25:05,523 --> 00:25:06,522
that could help you out,
693
00:25:06,524 --> 00:25:08,491
get this thing started for money or no?
694
00:25:08,493 --> 00:25:10,760
Not really.
695
00:25:10,762 --> 00:25:13,396
My mom... she lives up
in Loveland right now.
696
00:25:13,398 --> 00:25:15,198
- That's about an hour away.
- Yeah.
697
00:25:15,200 --> 00:25:17,600
Yeah, and that's the only reason
698
00:25:17,602 --> 00:25:21,437
why it's kind of hard for me
to kind of get to see her
699
00:25:21,439 --> 00:25:22,605
'cause I ride a long board.
700
00:25:22,607 --> 00:25:23,940
You know, even to work,
I ride a long board.
701
00:25:23,942 --> 00:25:25,107
- Oh, is that right?
- Yeah.
702
00:25:25,109 --> 00:25:26,275
Aren't those things dangerous?
703
00:25:26,277 --> 00:25:28,711
[Laughs]
Kind of, yeah.
704
00:25:28,713 --> 00:25:30,913
I've crashed a couple times.
[Laughs]
705
00:25:30,915 --> 00:25:33,716
Joey's a great
young talent in our company.
706
00:25:33,718 --> 00:25:35,117
We'll have you try one of your steaks.
707
00:25:35,119 --> 00:25:37,620
Oh, I get to eat my own cooking?
708
00:25:37,622 --> 00:25:39,589
In my company, it's about everybody
709
00:25:39,591 --> 00:25:41,190
getting an equal chance.
710
00:25:41,192 --> 00:25:43,192
And I want to figure out a way
to give him some opportunity.
711
00:25:43,194 --> 00:25:45,127
- Perfect.
- Can you say that again?
712
00:25:45,129 --> 00:25:47,597
- Can you say "perfect" again?
- That was perfect. Okay.
713
00:25:47,599 --> 00:25:49,198
Okay, come on. Give me some love now.
714
00:25:49,200 --> 00:25:50,800
I'll give you an "A" for the steak.
715
00:25:50,802 --> 00:25:54,270
All right, "A" for the steak.
716
00:25:57,507 --> 00:26:00,843
(Wedo) So today I am in
Alexandria, Louisiana,
717
00:26:00,845 --> 00:26:03,613
at one of our Ryan's stores.
718
00:26:03,615 --> 00:26:05,348
I'm a server today.
719
00:26:05,350 --> 00:26:07,850
My entire focus on reinvention
of this concept
720
00:26:07,852 --> 00:26:11,587
is really around increasing
the hospitality
721
00:26:11,589 --> 00:26:12,655
at the server position.
722
00:26:12,657 --> 00:26:13,990
I'm looking for Whitney.
723
00:26:13,992 --> 00:26:15,458
- I'm Mike.
- Whitney? First station.
724
00:26:15,460 --> 00:26:16,559
- First station?
- Okay.
725
00:26:16,561 --> 00:26:18,127
(Wedo) I want to focus...
726
00:26:18,129 --> 00:26:19,495
you know, what's going on
in the guest's mind?
727
00:26:19,497 --> 00:26:21,030
What are they thinking about Buffets?
728
00:26:21,032 --> 00:26:22,331
What could we do better maybe?
729
00:26:22,333 --> 00:26:23,366
Hey, there. Whitney?
730
00:26:23,368 --> 00:26:24,300
- Yeah, hi.
- Hey, I'm Mike.
731
00:26:24,302 --> 00:26:25,401
- Nice to meet you.
- How you doing?
732
00:26:25,403 --> 00:26:27,803
All right. Welcome to Ryan's.
733
00:26:27,805 --> 00:26:28,871
- Thank you.
- No problem.
734
00:26:28,873 --> 00:26:30,339
I'm gonna show you the in and outs,
735
00:26:30,341 --> 00:26:32,708
you know, everything
about serving, restaurants.
736
00:26:32,710 --> 00:26:33,709
Great.
737
00:26:33,711 --> 00:26:35,444
My first impression of Mike was,
738
00:26:35,446 --> 00:26:37,280
he's got the muscles to,
739
00:26:37,282 --> 00:26:40,883
you know, possibly win
a Hulk Hogan contest.
740
00:26:40,885 --> 00:26:42,351
- When a guest sits down...
- Yeah.
741
00:26:42,353 --> 00:26:44,487
and they're in your section,
you go straight to them.
742
00:26:44,489 --> 00:26:46,322
You automatically introduce yourself,
743
00:26:46,324 --> 00:26:47,456
thank them for coming.
744
00:26:47,458 --> 00:26:49,458
- Okay.
- And then you look at their receipt.
745
00:26:49,460 --> 00:26:52,028
Our main things, two things...
drinks, rolls,
746
00:26:52,030 --> 00:26:53,362
and taking anything off their table
747
00:26:53,364 --> 00:26:54,930
that they are not currently using.
748
00:26:54,932 --> 00:26:56,299
Using, right. Yeah, okay.
749
00:26:56,301 --> 00:26:58,234
You know, so our main thing
is trying to keep them happy.
750
00:26:58,236 --> 00:27:00,202
That's first and foremost, number one.
751
00:27:00,204 --> 00:27:01,704
- Makes sense. Yep.
- Right.
752
00:27:01,706 --> 00:27:04,440
- So if you'd like to follow me.
- Absolutely.
753
00:27:04,442 --> 00:27:06,309
Okay, like, here's an example.
754
00:27:06,311 --> 00:27:07,643
Hi, my name's Whitney.
755
00:27:07,645 --> 00:27:09,111
Thank you for coming.
756
00:27:09,113 --> 00:27:12,181
I see that you're drinking two unsweets
757
00:27:12,183 --> 00:27:13,482
and one sweet tea.
758
00:27:13,484 --> 00:27:15,217
All right, I'll get everything
out for you.
759
00:27:15,219 --> 00:27:19,722
(Whitney) So we got two
unsweets and a sweet.
760
00:27:19,724 --> 00:27:22,558
Sweet tea. And here's the two unsweets.
761
00:27:24,428 --> 00:27:26,562
Now, like I said, I'm gonna
let you do it on your own.
762
00:27:26,564 --> 00:27:27,830
Go ahead.
763
00:27:27,832 --> 00:27:29,999
Can I clear some
of these dishes for you?
764
00:27:30,001 --> 00:27:31,367
Y'all have anything...
765
00:27:31,369 --> 00:27:33,502
- Oh, no, no, no, no.
- It's all good, right?
766
00:27:33,504 --> 00:27:35,404
All right, all right. Take care.
767
00:27:35,406 --> 00:27:38,574
Mike needs to work on
how he speaks to the customer,
768
00:27:38,576 --> 00:27:40,409
how he approaches the customer.
769
00:27:40,411 --> 00:27:43,312
Y... you guys been coming here
a while or not?
770
00:27:43,314 --> 00:27:44,547
- Yeah.
- Yeah.
771
00:27:44,549 --> 00:27:48,150
So is it a favorite place?
772
00:27:48,152 --> 00:27:51,454
Who's this young man?
773
00:27:51,456 --> 00:27:53,589
Hey, buddy, how's it going?
774
00:27:53,591 --> 00:27:57,526
Nothing to be... nothing to be
afraid of. It's okay.
775
00:27:57,528 --> 00:27:59,895
(Whitney) You don't want
to be so aggressive.
776
00:27:59,897 --> 00:28:01,197
[Laughs]
777
00:28:01,199 --> 00:28:04,300
Mike definitely needs
to be more Rico Suave
778
00:28:04,302 --> 00:28:06,035
than Hulk Hogan at the tables.
779
00:28:06,037 --> 00:28:08,003
You got to work on your Suave.
780
00:28:08,005 --> 00:28:09,805
My Suave. Yeah, well, you know,
781
00:28:09,807 --> 00:28:12,341
- I've been told that before, so that's okay.
- Yes.
782
00:28:12,343 --> 00:28:14,543
I noticed two tables
didn't even leave a tip.
783
00:28:14,545 --> 00:28:15,978
Most of the time,
when they don't leave a tip,
784
00:28:15,980 --> 00:28:17,513
it's something you did wrong.
785
00:28:17,515 --> 00:28:21,417
- You know, you can't let that affect you.
- Yeah.
786
00:28:21,419 --> 00:28:23,152
(Wedo) What I like about
Whitney is her style.
787
00:28:23,154 --> 00:28:25,788
She was training me today,
and she was very pleasant.
788
00:28:25,790 --> 00:28:27,356
She was very thoughtful about it.
789
00:28:27,358 --> 00:28:31,927
- Let's not be Hogan. Let's be Suave.
- Yes, ma'am.
790
00:28:31,929 --> 00:28:34,063
I mean, it is a 180-degree difference
791
00:28:34,065 --> 00:28:36,966
from my experience with Skye
in the dish room.
792
00:28:39,236 --> 00:28:41,904
Okay.
793
00:28:41,906 --> 00:28:43,072
Yeah, this is my husband.
794
00:28:43,074 --> 00:28:44,340
- His name is Jacob.
- Hey, man.
795
00:28:44,342 --> 00:28:45,574
- Jacob, great.
- Nice to meet you.
796
00:28:45,576 --> 00:28:46,809
Thanks. Great to meet you.
797
00:28:46,811 --> 00:28:47,977
(Whitney) He works in the kitchen.
798
00:28:47,979 --> 00:28:49,245
(Wedo) She's really good.
799
00:28:49,247 --> 00:28:50,846
She's training me up today.
800
00:28:50,848 --> 00:28:52,181
(Whitney) - Yeah.
- Glad to hear it.
801
00:28:52,183 --> 00:28:54,216
- Happy anniversary.
(Whitney) - Thank you.
802
00:28:54,218 --> 00:28:56,318
(Wedo) - What?
- Yeah, today's our anniversary.
803
00:28:56,320 --> 00:28:58,053
Oh, my word. Are you kidding me?
804
00:28:58,055 --> 00:28:59,989
But, yeah, he works up here.
805
00:28:59,991 --> 00:29:01,424
He'll be up here at 4:00 today.
806
00:29:01,426 --> 00:29:02,691
Oh, it's your shift at 4:00?
807
00:29:02,693 --> 00:29:04,627
Yeah, 'cause we actually
have to have family
808
00:29:04,629 --> 00:29:07,596
that watches our kids for
a little bit while we're not...
809
00:29:07,598 --> 00:29:11,700
you know 'cause day care is
too high for people like us.
810
00:29:12,602 --> 00:29:15,504
Two little kids?
Is it daughters? So how old?
811
00:29:15,506 --> 00:29:18,607
Emerald and Elia... 4 1/2 and 1 1/2.
812
00:29:18,609 --> 00:29:20,242
(Wedo) Wow, that's great ages.
813
00:29:20,244 --> 00:29:22,011
- Yeah, that's my husband.
- Well, great.
814
00:29:22,013 --> 00:29:23,078
- Good to meet you, man.
- I wanted to introduce you.
815
00:29:23,080 --> 00:29:24,480
That's great. Awesome.
816
00:29:24,482 --> 00:29:26,649
You've been doing a really good job.
817
00:29:26,651 --> 00:29:28,451
Let's go sit down
and talk about, you know,
818
00:29:28,453 --> 00:29:30,653
everything that we've done today.
819
00:29:30,655 --> 00:29:32,188
And I want to know
a little bit more about you.
820
00:29:32,190 --> 00:29:35,491
- The thing that I like about working
with you... - Mm-hmm.
821
00:29:35,493 --> 00:29:37,560
is you tell me
when I need to do something.
822
00:29:37,562 --> 00:29:39,361
Yeah. Well, you can't...
823
00:29:39,363 --> 00:29:41,430
- Instead of me guessing.
- Right.
824
00:29:41,432 --> 00:29:43,532
You know, it's up to you
to make the money.
825
00:29:43,534 --> 00:29:44,900
- Yeah. Yeah.
- You know.
826
00:29:44,902 --> 00:29:47,470
If you don't come in
with a positive attitude,
827
00:29:47,472 --> 00:29:50,105
"I am gonna treat these
customers like they're gold,"
828
00:29:50,107 --> 00:29:51,640
then you're not gonna make any money.
829
00:29:51,642 --> 00:29:53,442
When business is slower,
830
00:29:53,444 --> 00:29:55,778
like towards the middle
of the month, towards the end,
831
00:29:55,780 --> 00:29:57,112
it gets really slow.
832
00:29:57,114 --> 00:29:58,614
And it's like, "oh, gosh,
how am I gonna get"
833
00:29:58,616 --> 00:30:00,249
- "to work tomorrow?"
- Yeah.
834
00:30:00,251 --> 00:30:02,718
Thank God we do live not far from here.
835
00:30:02,720 --> 00:30:05,020
And him and I both have
walked up here, you know,
836
00:30:05,022 --> 00:30:08,224
- when we have to...
- Do you have cars and stuff?
837
00:30:08,226 --> 00:30:10,426
- We share one.
- You share a car, okay.
838
00:30:10,428 --> 00:30:11,827
And we're still paying on it,
839
00:30:11,829 --> 00:30:13,462
you know, so we can't afford
another one right now.
840
00:30:13,464 --> 00:30:14,730
Yeah.
841
00:30:14,732 --> 00:30:16,432
I definitely worry
about our bills, you know.
842
00:30:16,434 --> 00:30:19,068
For example, we have to find
a place to stay now.
843
00:30:19,070 --> 00:30:22,705
My landlord literally gave us
a two-week notice.
844
00:30:22,707 --> 00:30:24,907
- When was that?
- Just the other day.
845
00:30:24,909 --> 00:30:26,909
And we're supposed to be out by the 1st.
846
00:30:26,911 --> 00:30:28,310
Well, what are you thinking about there?
847
00:30:28,312 --> 00:30:30,446
- What are you gonna do?
- I'm looking.
848
00:30:30,448 --> 00:30:34,083
But things like, you know,
first month's rent and deposit,
849
00:30:34,085 --> 00:30:36,585
you know, right now
it's kind of unrealistic to me.
850
00:30:36,587 --> 00:30:38,554
But I know that I don't
really have a choice.
851
00:30:38,556 --> 00:30:41,257
You know, I got to make
it happen, as I always say.
852
00:30:41,259 --> 00:30:44,660
That is one of me and Jacob's
big sayings,
853
00:30:44,662 --> 00:30:46,228
"you're gonna make it happen."
854
00:30:46,230 --> 00:30:48,998
And we end up making it happen
some way or the other.
855
00:30:49,000 --> 00:30:50,165
(Wedo) Whitney is a wonderful person.
856
00:30:50,167 --> 00:30:52,501
And she's also a terrific employee.
857
00:30:52,503 --> 00:30:54,003
Her and her husband are struggling
858
00:30:54,005 --> 00:30:55,538
to make ends meet.
859
00:30:55,540 --> 00:30:57,506
I mean, I grew up in a family
860
00:30:57,508 --> 00:30:59,141
that was struggling like that.
861
00:30:59,143 --> 00:31:00,409
Even in the toughest of times,
862
00:31:00,411 --> 00:31:02,444
my parents were always positive.
863
00:31:02,446 --> 00:31:04,647
You just got to work through it
and be positive, you know.
864
00:31:04,649 --> 00:31:06,181
Yeah. Well, you're doing that, for sure.
865
00:31:06,183 --> 00:31:07,249
It's all you can do.
866
00:31:07,251 --> 00:31:09,351
This is a young couple,
with two young children,
867
00:31:09,353 --> 00:31:10,819
that want to help themselves.
868
00:31:10,821 --> 00:31:13,756
And, you know, it makes me really,
869
00:31:13,758 --> 00:31:15,357
frankly, want to help them.
870
00:31:15,359 --> 00:31:17,126
Let's go see if our customers
need anything.
871
00:31:17,128 --> 00:31:18,761
Yes, ma'am. Let's do it.
872
00:31:21,798 --> 00:31:23,065
(Announcer) Coming up...
873
00:31:23,067 --> 00:31:25,000
how will the employees react
874
00:31:25,002 --> 00:31:27,369
when they find out that Mike
is really the boss?
875
00:31:27,371 --> 00:31:28,904
My name is Anthony Wedo.
876
00:31:28,906 --> 00:31:30,272
Oh, my gosh.
877
00:31:30,274 --> 00:31:31,840
I...
[Squeals]
878
00:31:31,842 --> 00:31:33,242
And what will happen
879
00:31:33,244 --> 00:31:36,345
when Anthony confronts Skye
about his bad behavior?
880
00:31:36,347 --> 00:31:37,746
I felt like I was set up to fail.
881
00:31:37,748 --> 00:31:39,715
No, you weren't set up to fail.
882
00:31:39,717 --> 00:31:40,916
You don't embody any of the culture
883
00:31:40,918 --> 00:31:42,118
that I want in our restaurants.
884
00:31:42,119 --> 00:31:45,921
It has to be changed immediately.
885
00:31:58,401 --> 00:32:01,303
(Wedo) My employees are coming
to Pineville, Louisiana.
886
00:32:01,305 --> 00:32:02,605
They think they're coming to the set
887
00:32:02,607 --> 00:32:04,974
of the reality show
to hear the final results.
888
00:32:04,976 --> 00:32:09,462
But, actually, I'm gonna reveal
my true identity.
889
00:32:15,435 --> 00:32:17,203
[Sighs]
How you doing?
890
00:32:17,205 --> 00:32:18,137
Pretty good. How you doing?
891
00:32:18,139 --> 00:32:19,572
All right. How about yourself?
892
00:32:19,574 --> 00:32:21,340
Good.
893
00:32:21,342 --> 00:32:23,209
You look really familiar.
894
00:32:23,211 --> 00:32:25,044
- Who do you think I am?
- Mike.
895
00:32:25,046 --> 00:32:26,512
Mike, yeah. I shaved.
896
00:32:26,514 --> 00:32:28,214
- And you cut your hair.
- Got my hair cut, right?
897
00:32:28,216 --> 00:32:30,049
[Laughs]
It looks good.
898
00:32:30,051 --> 00:32:33,319
How is it going, Mike?
I would've never guessed that.
899
00:32:33,321 --> 00:32:34,487
I'm not actually Mike.
900
00:32:34,489 --> 00:32:35,588
Really?
901
00:32:35,590 --> 00:32:37,289
My name is Anthony Wedo,
902
00:32:37,291 --> 00:32:39,492
the Chief Executive Officer
of Buffets, inc.
903
00:32:39,494 --> 00:32:41,193
Oh, my gosh.
904
00:32:41,195 --> 00:32:44,163
You're on a show called Undercover Boss.
905
00:32:44,165 --> 00:32:45,130
What?
906
00:32:45,132 --> 00:32:46,565
[Laughs.
907
00:32:46,567 --> 00:32:47,700
Oh, my gosh.
908
00:32:47,702 --> 00:32:48,934
I...
[Squeals]
909
00:32:48,936 --> 00:32:50,302
[Both laugh]
910
00:32:50,304 --> 00:32:53,439
Ernest, a lot of things
happened in your store,
911
00:32:53,441 --> 00:32:55,374
and the chemistry wasn't right in there.
912
00:32:55,376 --> 00:32:57,743
You and I sat down,
and we made a plan, privately.
913
00:32:57,745 --> 00:33:00,212
So tell me about
where we are with the plan.
914
00:33:00,214 --> 00:33:03,048
- First off, I did a 30-day action plan.
- Okay.
915
00:33:03,050 --> 00:33:05,551
We're gonna talk about
the conduct, first of all.
916
00:33:05,553 --> 00:33:07,620
You know, then we're gonna talk
917
00:33:07,622 --> 00:33:10,523
about our organization in the dish room.
918
00:33:10,525 --> 00:33:13,158
Then we're gonna talk
about our professionalism.
919
00:33:13,160 --> 00:33:14,693
It sounds to me like you're prepared.
920
00:33:14,695 --> 00:33:16,262
- Yes, sir.
- Okay.
921
00:33:16,264 --> 00:33:19,198
We're gonna bring Skye in.
922
00:33:19,200 --> 00:33:21,000
- Doing all right today?
- Mm-hmm.
923
00:33:21,002 --> 00:33:21,934
Great, great, great.
924
00:33:21,936 --> 00:33:23,335
- Skye.
- How you doing?
925
00:33:23,337 --> 00:33:24,770
- I'm good. How are you?
- Good.
926
00:33:24,772 --> 00:33:26,071
You know who I am?
927
00:33:26,073 --> 00:33:27,506
Mm-hmm. You're Mike.
928
00:33:27,508 --> 00:33:30,075
Well, Skye, I got to tell you.
929
00:33:30,077 --> 00:33:31,677
I'm not Mike Davis.
930
00:33:31,679 --> 00:33:33,846
- Okay.
- I'm Anthony Wedo.
931
00:33:33,848 --> 00:33:35,614
I'm the Chief Executive Officer
of Buffets.
932
00:33:35,616 --> 00:33:37,850
And I was undercover in your restaurant.
933
00:33:37,852 --> 00:33:39,919
From my view, let me put it this way,
934
00:33:39,921 --> 00:33:41,153
it was not a good visit.
935
00:33:41,155 --> 00:33:43,389
It was... it troubled me.
936
00:33:43,391 --> 00:33:45,090
You don't embody any of the culture
937
00:33:45,092 --> 00:33:46,625
that I want in our restaurants, frankly.
938
00:33:46,627 --> 00:33:48,427
I only have time enough
to show the basics,
939
00:33:48,429 --> 00:33:49,461
and then that's it.
940
00:33:49,463 --> 00:33:50,896
I've had one minute of training.
941
00:33:50,898 --> 00:33:54,166
If you can't do it,
then you can't do it.
942
00:33:54,168 --> 00:33:55,701
That's no way to treat somebody.
943
00:33:55,703 --> 00:33:56,735
We're not bullies.
944
00:33:56,737 --> 00:33:57,836
We don't do those kinds of things.
945
00:33:57,838 --> 00:33:58,971
That's just not who we are.
946
00:33:58,973 --> 00:34:00,039
How I was training you,
947
00:34:00,041 --> 00:34:02,441
it's basically how I got trained.
948
00:34:02,443 --> 00:34:04,443
Let me back up.
There was no training, okay?
949
00:34:04,445 --> 00:34:06,278
There was no training in that store,
950
00:34:06,280 --> 00:34:07,746
'cause I felt like I felt
like I was set up to fail.
951
00:34:07,748 --> 00:34:09,748
No, you weren't set up to fail.
952
00:34:09,750 --> 00:34:12,017
You know, one of my biggest complaints
953
00:34:12,019 --> 00:34:14,186
about you was that you were complaining
954
00:34:14,188 --> 00:34:17,656
about how long I trained you for.
955
00:34:17,658 --> 00:34:20,192
As you know, I'm very
disappointed in my visit.
956
00:34:20,194 --> 00:34:23,629
And it has to be changed immediately.
957
00:34:26,333 --> 00:34:30,736
But you're a lucky man, Skye,
because this guy likes you.
958
00:34:30,738 --> 00:34:35,407
And he believes that
you deserve a second chance.
959
00:34:35,409 --> 00:34:37,643
I'm gonna support him in making sure
960
00:34:37,645 --> 00:34:41,513
that you get an opportunity
to have a second chance here.
961
00:34:41,515 --> 00:34:43,215
Like I tell anybody, give me a chance,
962
00:34:43,217 --> 00:34:45,651
and I'll surprise you, even shock you.
963
00:34:45,653 --> 00:34:48,020
The reason why I backed you,
Skye, on this...
964
00:34:48,022 --> 00:34:49,154
and I know you can do better...
965
00:34:49,156 --> 00:34:52,257
is because you guys are like my kids.
966
00:34:52,259 --> 00:34:56,061
And when y'all fail, I feel like I fail.
967
00:34:56,063 --> 00:34:58,964
- Ernest, let me tell you about some things
I want to do, okay? - Okay.
968
00:34:58,966 --> 00:35:00,499
- The cavalry is coming.
- Good.
969
00:35:00,501 --> 00:35:03,435
Okay, I'm gonna turn
that store upside down
970
00:35:03,437 --> 00:35:05,104
from managers the whole way down
971
00:35:05,106 --> 00:35:08,574
through processes, procedures,
and all the stuff.
972
00:35:08,576 --> 00:35:10,209
I want to thank you.
973
00:35:10,211 --> 00:35:11,610
I'm glad you're involved,
974
00:35:11,612 --> 00:35:13,812
and I hope you continue to be involved.
975
00:35:13,814 --> 00:35:16,782
You know, I contemplated on quitting.
976
00:35:16,784 --> 00:35:19,251
You know, and I'm not a quitter.
977
00:35:19,253 --> 00:35:22,388
But if you wouldn't have
came in, it was gonna be it.
978
00:35:26,626 --> 00:35:28,761
Thank you from the bottom of my heart.
979
00:35:28,763 --> 00:35:30,362
I can finally say, "you know what?"
980
00:35:30,364 --> 00:35:32,297
"I finally got somebody to listen."
981
00:35:32,299 --> 00:35:33,866
And we're gonna get this right.
982
00:35:33,868 --> 00:35:35,701
(Ernest) The energy is back.
The drive is back.
983
00:35:35,703 --> 00:35:37,803
Now I got my groove back, you know.
984
00:35:37,805 --> 00:35:39,238
I got my own back.
985
00:35:39,240 --> 00:35:42,775
So I feel relieved. It feels real good.
986
00:35:42,777 --> 00:35:46,445
You know, Joey, you took
personal ownership
987
00:35:46,447 --> 00:35:49,515
of delivering that great steak.
988
00:35:49,517 --> 00:35:51,283
- So you cut it?
- Yeah, you cut it.
989
00:35:51,285 --> 00:35:52,451
And then you show it to your customer
990
00:35:52,453 --> 00:35:53,952
and see if she's all right with that.
991
00:35:53,954 --> 00:35:56,755
So I want to ask you,
could I be your mentor?
992
00:35:56,757 --> 00:35:58,057
Wow. Yeah.
993
00:35:58,059 --> 00:35:59,458
- Is that exciting to you?
- Yeah.
994
00:35:59,460 --> 00:36:02,027
Like, I would've never thought
that would happen, yeah.
995
00:36:02,029 --> 00:36:05,731
I almost want to, you know,
scream out loud, like, "yes."
996
00:36:05,733 --> 00:36:08,000
Something looks different on you.
997
00:36:08,002 --> 00:36:09,068
You didn't have this mark on your head.
998
00:36:09,070 --> 00:36:10,135
- What happened there, dude?
- Yeah...
999
00:36:10,137 --> 00:36:12,071
- I crashed on my long board.
- You what?
1000
00:36:12,073 --> 00:36:13,439
You know the skateboards
that are really long?
1001
00:36:13,441 --> 00:36:16,008
Oh, yeah, you were telling me.
You ride your long board.
1002
00:36:16,010 --> 00:36:17,142
- Do you have a car?
- Nope.
1003
00:36:17,144 --> 00:36:18,277
You know what I'd like to do?
1004
00:36:18,279 --> 00:36:22,648
I'd like to give you $10,000 for a car.
1005
00:36:22,650 --> 00:36:24,750
Really?
1006
00:36:24,752 --> 00:36:26,852
How do you feel about that?
1007
00:36:26,854 --> 00:36:29,254
- Thank you.
- It's great seeing you, man.
1008
00:36:29,256 --> 00:36:30,389
Thank you so much.
1009
00:36:30,391 --> 00:36:31,690
(Joey) I'm so excited.
1010
00:36:31,692 --> 00:36:34,760
And, like, I'm just a cook
at Country Buffet.
1011
00:36:34,762 --> 00:36:36,695
Like, he wants to mentor me.
1012
00:36:36,697 --> 00:36:39,531
And my goals don't seem
too far away now.
1013
00:36:39,533 --> 00:36:42,568
Like, now it seems like
it's right around the corner.
1014
00:36:42,570 --> 00:36:45,537
Shelly, so it was really valuable to me
1015
00:36:45,539 --> 00:36:46,839
to be trained by you.
1016
00:36:46,841 --> 00:36:50,676
What it showed me was
we have a big opportunity
1017
00:36:50,678 --> 00:36:53,879
- to fix the whole cash-register system.
- Right.
1018
00:36:53,881 --> 00:36:57,082
And so what I've decided to do
is invest around $3 million...
1019
00:36:57,084 --> 00:36:58,383
[Gasps]
Oh.
1020
00:36:58,385 --> 00:37:01,587
into the cash-register systems
of all of our stores...
1021
00:37:01,589 --> 00:37:03,722
- Well, thank you.
- because of you.
1022
00:37:03,724 --> 00:37:05,357
My coworkers are gonna be so happy
1023
00:37:05,359 --> 00:37:07,226
to know that we're getting
new registers.
1024
00:37:07,228 --> 00:37:11,230
You know, I had a really
wonderful conversation with you.
1025
00:37:11,232 --> 00:37:13,966
When my mom got sick with cancer,
1026
00:37:13,968 --> 00:37:16,735
I stopped going to high school
to take care of her.
1027
00:37:16,737 --> 00:37:18,504
And it's not because I had to.
It's because I wanted to.
1028
00:37:18,506 --> 00:37:21,840
I would like to give you $15,000
1029
00:37:21,842 --> 00:37:25,577
towards your four-year college
degree in California for you.
1030
00:37:25,579 --> 00:37:28,881
[Crying]
1031
00:37:28,883 --> 00:37:33,786
Oh, my God, I really want
to go to school.
1032
00:37:35,555 --> 00:37:39,858
Thank you.
[Sobs, laughs]
1033
00:37:39,860 --> 00:37:42,161
My mommy would be so happy.
1034
00:37:42,163 --> 00:37:44,630
And my brothers are gonna be
so happy too.
1035
00:37:44,632 --> 00:37:47,800
[Laughs]
Oh, my gosh.
1036
00:37:47,802 --> 00:37:49,802
Your brothers... very important to you.
1037
00:37:49,804 --> 00:37:53,472
What I'd like to do is give you $5,000
1038
00:37:53,474 --> 00:37:55,574
to have a reunion with your brothers,
1039
00:37:55,576 --> 00:37:56,809
wherever you want.
1040
00:37:56,811 --> 00:38:01,113
You're so nice.
1041
00:38:01,115 --> 00:38:02,848
[Crying]
1042
00:38:02,850 --> 00:38:05,884
You are so nice.
1043
00:38:05,886 --> 00:38:07,119
How's this?
1044
00:38:07,121 --> 00:38:09,321
I'm gonna give you some
of those. How's that?
1045
00:38:09,323 --> 00:38:10,689
They're gonna be so happy.
1046
00:38:10,691 --> 00:38:12,124
I haven't seen...
1047
00:38:12,126 --> 00:38:14,326
I haven't been together with them all
1048
00:38:14,328 --> 00:38:16,795
since my mom passed away.
1049
00:38:16,797 --> 00:38:19,064
So, look, one of the things
you and I talked about
1050
00:38:19,066 --> 00:38:21,133
that meant a lot to me was that you had
1051
00:38:21,135 --> 00:38:23,202
all this bad stuff come your way.
1052
00:38:23,204 --> 00:38:25,070
- Right?
- Mm-hmm.
1053
00:38:25,072 --> 00:38:27,906
So I want to set aside
$10,000 for you, okay?
1054
00:38:27,908 --> 00:38:28,841
As a safety net.
1055
00:38:28,843 --> 00:38:30,876
When can I hug you?
[Laughs]
1056
00:38:30,878 --> 00:38:32,811
You can hug me now. Come here.
1057
00:38:32,813 --> 00:38:34,746
I can hug you now?
1058
00:38:34,748 --> 00:38:38,550
Thank you.
1059
00:38:38,552 --> 00:38:41,420
(Shelly) I can't believe what
just happened out there.
1060
00:38:41,422 --> 00:38:42,821
I'm shocked.
1061
00:38:42,823 --> 00:38:45,991
I haven't had an opportunity
since my mom passed away,
1062
00:38:45,993 --> 00:38:49,862
and she would be crying right now.
1063
00:38:49,864 --> 00:38:52,564
Oh, my God, she is so happy.
1064
00:38:52,566 --> 00:38:54,900
- Whitney.
- Yes.
1065
00:38:54,902 --> 00:38:56,768
I was enormously impressed by you.
1066
00:38:56,770 --> 00:38:58,670
Our main thing is trying
to keep them happy.
1067
00:38:58,672 --> 00:39:00,239
That's first and foremost, number one.
1068
00:39:00,241 --> 00:39:01,607
Makes sense, yep.
1069
00:39:01,609 --> 00:39:05,010
We've introduced a new job
called hospitality captain.
1070
00:39:05,012 --> 00:39:06,378
I'd like to offer you the job
1071
00:39:06,380 --> 00:39:08,647
as hospitality captain in your store.
1072
00:39:08,649 --> 00:39:10,148
Oh, my God. That would be so awesome.
1073
00:39:10,150 --> 00:39:12,818
And I'd like to double your pay.
1074
00:39:12,820 --> 00:39:16,688
- Is that okay?
- That sounds great. Yeah.
1075
00:39:16,690 --> 00:39:18,290
I don't... I'm kind of speechless.
1076
00:39:18,292 --> 00:39:21,293
I'm not used to...
1077
00:39:21,295 --> 00:39:24,396
you know, getting, you know,
help from other people.
1078
00:39:24,398 --> 00:39:26,965
Thank you.
1079
00:39:26,967 --> 00:39:29,401
It's awesome.
1080
00:39:29,403 --> 00:39:31,536
I don't mean to be personal, but
how much do you owe on your car?
1081
00:39:31,538 --> 00:39:33,538
[Sighs]
Like, $10,000.
1082
00:39:33,540 --> 00:39:35,774
$10,000 approximately.
1083
00:39:35,776 --> 00:39:38,610
Well, I'd like to pay off your car.
1084
00:39:38,612 --> 00:39:42,614
Oh, my God.
[Crying]
1085
00:39:42,616 --> 00:39:45,050
Oh, my God.
1086
00:39:47,086 --> 00:39:49,955
Oh, I don't even know...
1087
00:39:49,957 --> 00:39:53,659
[Sniffles]
what to say.
1088
00:39:53,661 --> 00:39:55,594
Thank you so much. That means so much.
1089
00:39:55,596 --> 00:39:58,130
So, happy to do it for you,
but more importantly,
1090
00:39:58,132 --> 00:39:59,698
I'm happy you're on my team.
1091
00:39:59,700 --> 00:40:02,234
- And I'm glad to be.
- Good.
1092
00:40:02,236 --> 00:40:06,138
I see you and Jacob...
1093
00:40:06,140 --> 00:40:08,407
I sort of reflect back
to my childhood, growing up.
1094
00:40:08,409 --> 00:40:09,541
I mean, my mom and dad worked
1095
00:40:09,543 --> 00:40:11,677
- in a restaurant together.
- Yeah.
1096
00:40:11,679 --> 00:40:14,646
So your story is really personal to me
1097
00:40:14,648 --> 00:40:17,582
'cause it really relates
to my personal story.
1098
00:40:17,584 --> 00:40:19,651
So I'd like to do one more
thing for you, if I could.
1099
00:40:19,653 --> 00:40:23,722
Oh, you've done so much for me already.
1100
00:40:23,724 --> 00:40:26,825
I would like to buy you a house.
1101
00:40:26,827 --> 00:40:29,761
Oh, my God.
1102
00:40:30,897 --> 00:40:34,700
[Sobbing]
1103
00:40:34,702 --> 00:40:36,568
I don't know what to say.
1104
00:40:36,570 --> 00:40:38,570
But thank you so much.
1105
00:40:38,572 --> 00:40:40,005
We're gonna buy you a three-bedroom,
1106
00:40:40,007 --> 00:40:41,440
two-bathroom house.
1107
00:40:41,442 --> 00:40:43,742
I want to make sure there's a
yard in the back for the girls.
1108
00:40:43,744 --> 00:40:45,077
I want to make sure
1109
00:40:45,079 --> 00:40:47,012
we get you play-set set up
for the girls.
1110
00:40:47,014 --> 00:40:48,981
- Thank you.
- Oh, come here.
1111
00:40:48,983 --> 00:40:51,883
I'm happy to do it.
1112
00:40:51,885 --> 00:40:54,786
You have no idea what this means to me.
1113
00:40:54,788 --> 00:40:57,322
(Whitney) I just got a house.
1114
00:40:57,324 --> 00:40:59,524
It feels like a dream come true.
1115
00:40:59,526 --> 00:41:02,027
That is the best way to put it.
1116
00:41:02,029 --> 00:41:03,695
It is a dream come true.
1117
00:41:03,697 --> 00:41:04,763
Fairy tale.
1118
00:41:04,765 --> 00:41:07,265
Mom, mom, mom!
1119
00:41:07,267 --> 00:41:09,201
Babe, it is Undercover Boss.
1120
00:41:09,203 --> 00:41:10,802
They're paying our car note.
1121
00:41:10,804 --> 00:41:13,071
They're buying us a house,
and I'm getting a promotion.
1122
00:41:13,073 --> 00:41:16,408
I promise. I promise.
1123
00:41:16,410 --> 00:41:18,343
Wow.
1124
00:41:20,513 --> 00:41:21,980
That's crazy.
1125
00:41:21,982 --> 00:41:23,882
Hey!
1126
00:41:23,884 --> 00:41:25,984
Jacob, what's up, man?
1127
00:41:25,986 --> 00:41:27,152
How you doing, buddy?
1128
00:41:27,154 --> 00:41:28,787
Nice to meet you.
1129
00:41:28,789 --> 00:41:30,622
(Wedo) I came here thinking
I was gonna learn a lot
1130
00:41:30,624 --> 00:41:33,091
about four different jobs
in my restaurants.
1131
00:41:33,093 --> 00:41:34,926
But what you really do
1132
00:41:34,928 --> 00:41:37,462
is you really visit people's lives.
1133
00:41:37,464 --> 00:41:39,431
Most of these people
had incredible stories,
1134
00:41:39,433 --> 00:41:41,566
just a lot of pain in their lives.
1135
00:41:41,568 --> 00:41:43,502
But they were still charging ahead.
1136
00:41:43,504 --> 00:41:45,237
It reminded me of my life growing up.
1137
00:41:45,239 --> 00:41:47,239
My parents worked multiple jobs.
1138
00:41:47,241 --> 00:41:48,774
They had a lot of worries.
1139
00:41:48,776 --> 00:41:50,675
But they never complained.
1140
00:41:50,677 --> 00:41:54,312
[Voice breaking]
I am richer...
1141
00:41:54,314 --> 00:41:58,717
by a factor of ten by doing this.
1142
00:41:58,719 --> 00:42:00,185
[Clears throat]
1143
00:42:00,187 --> 00:42:01,119
I'll see you again soon.
1144
00:42:01,121 --> 00:42:03,121
- Yes. Yes.
- All right. Bye-bye.
1145
00:42:03,123 --> 00:42:05,357
- Yay.
- Oh, my God.
1146
00:42:05,359 --> 00:42:07,059
- I know.
- That was amazing.
1147
00:42:07,061 --> 00:42:08,460
I know.
1148
00:42:32,417 --> 00:42:52,417
Sync and corrections by atrn97g
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