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Translated By The Community Of WWW.MY-SUBS.COM
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Since the premiere of Undercover Boss,
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more than 60 bosses have given away
3
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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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...And implemented
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sweeping company-wide changes...
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As a company,
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we're actually gonna
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restore the 401K.
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It's a $1 million expense.
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...To benefit the lives
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of more than 40 million employees.
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Whoo!
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Some people, I just want to punch them
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in the face sometimes.
17
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But not everyone deserved
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to be rewarded.
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I know how to grow some really good weed
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if you're really interested.
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It's not wrong of me to hate people.
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Tonight,
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the latest boss to jump into the fire
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is Jane Grote Abell...
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Hi.
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Oh, man.
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...The chairwoman
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and owner of Donatos pizza,
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her family's 50-year-old business.
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Hi, and welcome to Donatos,
31
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how can I help you?
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By going under cover...
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I'm Cathy. It's nice to meet you.
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It's nice to meet you.
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...This boss finds the employees
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that keep her company rolling
in the dough.
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Cathy, you've got a pizza
coming out to be cut.
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Let's run up. Let's run up, faster.
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Just come through the brush.
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Delivering on campus is fun.
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I have a really good time doing it.
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What happens
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when this boss finds one delivery driver
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with his own ideas
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about what makes a good tip?
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A lot of people smoke pot,
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and they will, like,
invite me to come in
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for a little bit.
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And if I'm not very busy
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and I don't need to be
super focused really,
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then I'll kind of... indulge.
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You do not.
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Find out next
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on Undercover Boss.
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Undercover Boss 5x03 - Donato’s
Original air date October 11, 2013
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Sync and corrections by atrn97g
for www.MY-SUBS.com
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With a home
base in Columbus, Ohio,
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and grossing $170 million a year...
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Donatos is one of the most
lucrative pizza chains
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in the country.
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Topping this pizza empire
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and its 5,000 employees
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is one woman.
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I'm Jane Grote Abell,
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and I'm the chairwoman of Donatos.
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I think the main difference
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between Donatos
and other pizza companies
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is that we're a family.
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My dad, when he was a kid,
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knew he wanted to go into business.
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And then by the time he was 18,
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he had an opportunity
to buy a pizza place
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with $1,300.
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My grandpa wanted him to name it Grote
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because that's our last name.
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And my dad just knew that "Grote Pizza"
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probably wasn't gonna be
that great of a pizza name,
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so he bought the name "Donatos"
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which means "to give a good thing."
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My dad's philosophy is to treat others
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the way you want to be treated.
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It's the golden rule,
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and we try to carry that
through our stores
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and our bakery
and everything that we do.
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I was a little girl growing up
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behind our very first restaurant,
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and literally, our front yard
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was 25 feet behind the back
of the restaurant.
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My brother and my sister and I,
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we would help mix the dough.
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We would crack the eggs for the dough.
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And my mom made the lasagna
and the spaghetti sauce.
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And my grandma made
the meatballs and the sausage.
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I mean, literally, to the point
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where my grandma always
smelled like sausage,
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and I thought everybody's
grandma smelled like sausage.
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And I remember my dad saying,
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"Donatos is gonna be around
the world one day,"
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"and I don't just mean selling pizza."
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"We're gonna bring our principles
to work with us."
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So I worked in the restaurants
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all through high school,
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and I attended
the Ohio State University.
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After I graduated
from Ohio State University,
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I interviewed and I worked
in our training department.
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So I've never had a job anywhere else.
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It might be embarrassing, but it's true.
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In 1999, we started exploring,
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"what are the different ways to grow?"
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And we got a phone call out of the blue.
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McDonalds wanted to meet with us,
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00:03:38,205 --> 00:03:40,672
and they wanted
to buy the whole company.
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So it took us a long time to decide,
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but we finally came to the conclusion
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that we would sell to McDonalds
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as a subsidiary of McDonalds,
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and we grew fast.
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And it became different.
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It was corporate.
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It was a different company.
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00:03:58,158 --> 00:04:00,358
And then McDonald's stock, in 2003,
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really hit a historic low.
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And so they started getting
a lot of feedback
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00:04:05,332 --> 00:04:08,366
that maybe they should
just focus on their core brand.
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00:04:08,368 --> 00:04:09,801
So when the rumor hit the street
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that McDonalds was going
to close Donatos,
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00:04:13,640 --> 00:04:15,273
my first immediate reaction was like,
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00:04:15,275 --> 00:04:17,342
"come on, dad, we've got
to buy the company back."
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00:04:17,344 --> 00:04:18,376
Are you guys hungry?
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00:04:18,378 --> 00:04:19,410
I'm starving.
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00:04:19,412 --> 00:04:21,446
I've only done one of these.
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00:04:21,448 --> 00:04:24,282
When Jane pleaded
to buy the company back,
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00:04:24,284 --> 00:04:26,818
I felt that she embodies everything
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00:04:26,820 --> 00:04:28,653
that Donatos is about.
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00:04:28,655 --> 00:04:30,488
It's part of her DNA.
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00:04:30,490 --> 00:04:31,589
Ah!
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You burned a pizza finally.
138
00:04:33,293 --> 00:04:34,726
Yes, he burned a pizza.
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00:04:34,728 --> 00:04:36,227
Oh.
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00:04:37,364 --> 00:04:39,430
After we bought the company back,
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00:04:39,432 --> 00:04:40,832
I was in charge
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00:04:40,834 --> 00:04:43,768
of lots of different areas
of responsibility.
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00:04:43,770 --> 00:04:44,936
And I loved going to work.
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00:04:44,938 --> 00:04:47,438
And it was my family at work.
145
00:04:47,440 --> 00:04:51,476
What I lost was my purpose,
146
00:04:51,478 --> 00:04:53,444
my soul at home.
147
00:04:53,446 --> 00:04:54,979
I had a son in college
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00:04:54,981 --> 00:04:57,282
and two young daughters.
149
00:04:57,284 --> 00:04:59,384
And unfortunately,
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00:04:59,386 --> 00:05:00,885
I found myself in a situation
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00:05:00,887 --> 00:05:03,288
where our marriage
was no longer gonna last,
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00:05:03,290 --> 00:05:05,089
and we needed to part ways.
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00:05:05,091 --> 00:05:08,493
When I came to the conclusion
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00:05:08,495 --> 00:05:10,028
that I had to make a change,
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00:05:10,030 --> 00:05:12,530
I think the hard part about that
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00:05:12,532 --> 00:05:15,066
was talking to my dad about it.
157
00:05:15,068 --> 00:05:17,635
I was afraid to let him down,
158
00:05:17,637 --> 00:05:21,372
and the pivotal point was when one day,
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00:05:21,374 --> 00:05:22,473
I can remember it,
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00:05:22,475 --> 00:05:26,978
in his kitchen, and I said,
161
00:05:26,980 --> 00:05:29,681
"I just want to be a good mom."
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00:05:29,683 --> 00:05:31,182
So he said,
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00:05:31,184 --> 00:05:34,619
"no matter what you're faced
with in life,"
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00:05:34,621 --> 00:05:37,422
"just love your way through it."
165
00:05:40,159 --> 00:05:41,526
Have you ever worn a wig before?
166
00:05:41,528 --> 00:05:42,760
On Halloween.
167
00:05:42,762 --> 00:05:43,861
I think it's gonna be
168
00:05:43,863 --> 00:05:45,330
a challenge for me to go undercover.
169
00:05:45,332 --> 00:05:46,864
I'm kind of the face of the company.
170
00:05:46,866 --> 00:05:48,933
It's gonna be extremely hard
to disguise me.
171
00:05:48,935 --> 00:05:50,468
It looks like I have a big head.
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00:05:50,470 --> 00:05:52,437
So throughout my
undercover journey,
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00:05:52,439 --> 00:05:54,005
I'll be posing as Cathy Cooper,
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00:05:54,007 --> 00:05:57,709
a rockabilly chick competing
to open up my own restaurant.
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00:05:59,178 --> 00:06:00,678
My associates have been told
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00:06:00,680 --> 00:06:02,180
they're on a different reality show.
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00:06:02,182 --> 00:06:04,115
They have no idea
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00:06:04,117 --> 00:06:06,551
this is actually Undercover Boss.
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00:06:08,220 --> 00:06:09,387
That looks different.
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00:06:09,389 --> 00:06:12,023
Donatos is truly still my baby
181
00:06:12,025 --> 00:06:13,324
and my dad's baby.
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00:06:13,326 --> 00:06:15,193
So being able to go into the store
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00:06:15,195 --> 00:06:17,128
in this disguise is my chance
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00:06:17,130 --> 00:06:20,898
to find out whether or not
our mission is alive.
185
00:06:20,900 --> 00:06:22,300
Every single restaurant we open up
186
00:06:22,302 --> 00:06:23,935
has an opportunity to touch lives.
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00:06:23,937 --> 00:06:26,571
And so it's a mission beyond pizza.
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00:06:26,573 --> 00:06:27,905
What if I have to blow my nose?
189
00:06:32,544 --> 00:06:34,245
Hi.
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00:06:34,247 --> 00:06:35,680
Oh, man.
191
00:06:35,682 --> 00:06:37,415
When it's a family business,
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00:06:37,417 --> 00:06:39,550
and your dad starts something
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00:06:39,552 --> 00:06:41,052
and builds it to be this...
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00:06:41,054 --> 00:06:42,820
this great company,
195
00:06:42,822 --> 00:06:44,155
there's a lot at stake.
196
00:06:47,059 --> 00:06:48,126
I want to make sure
197
00:06:48,128 --> 00:06:49,994
our family legacy is alive and well
198
00:06:49,996 --> 00:06:51,195
in our stores,
199
00:06:51,197 --> 00:06:52,363
and that we are keeping up
200
00:06:52,365 --> 00:06:54,532
with competition and technology.
201
00:06:54,534 --> 00:06:55,800
And that will ensure
202
00:06:55,802 --> 00:06:58,569
that our business is around
for another 50 years.
203
00:07:06,412 --> 00:07:07,945
Today I'm at our campus location
204
00:07:07,947 --> 00:07:09,881
at the Ohio State University,
205
00:07:09,883 --> 00:07:12,150
and I'm gonna be working
as a delivery driver.
206
00:07:13,952 --> 00:07:15,586
What can I get for you today, Mark?
207
00:07:15,588 --> 00:07:16,654
A delivery driver
208
00:07:16,656 --> 00:07:18,022
is a really important part
of our business.
209
00:07:18,024 --> 00:07:19,157
And the reason for that
210
00:07:19,159 --> 00:07:21,192
is they're actually taking our product
211
00:07:21,194 --> 00:07:22,527
to the customer's home.
212
00:07:22,529 --> 00:07:24,362
So they have to be respectful.
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00:07:24,364 --> 00:07:25,997
They have to be courteous.
214
00:07:25,999 --> 00:07:28,933
They have to drive within
the guidelines of the law,
215
00:07:28,935 --> 00:07:31,702
because they're representing
Donatos out on the road.
216
00:07:31,704 --> 00:07:33,104
Hi, is Aaron here?
217
00:07:33,106 --> 00:07:34,272
Hey, how's it going?
218
00:07:34,274 --> 00:07:35,406
- That's me.
- Oh, hi.
219
00:07:35,408 --> 00:07:36,507
Hey, nice to meet you.
220
00:07:36,509 --> 00:07:37,642
- Nice to meet you.
- Are you my contestant?
221
00:07:37,644 --> 00:07:38,644
- I am. I'm Cathy.
- Awesome.
222
00:07:38,645 --> 00:07:39,844
I'm the delivery driver here.
223
00:07:39,846 --> 00:07:41,179
I guess I should probably
show you around then.
224
00:07:41,181 --> 00:07:42,280
Yes.
225
00:07:42,282 --> 00:07:44,015
Cathy's hot. Cathy's good-looking.
226
00:07:44,017 --> 00:07:46,384
I like her septum piercing.
227
00:07:46,386 --> 00:07:47,385
I like the tats,
228
00:07:47,387 --> 00:07:49,053
the glasses, the black hair.
229
00:07:49,055 --> 00:07:51,222
So she's got it going on.
230
00:07:51,224 --> 00:07:52,723
This is our driver's station.
231
00:07:52,725 --> 00:07:55,126
This is where we're gonna be
taking the deliveries from.
232
00:07:55,128 --> 00:07:56,127
Okay.
233
00:07:56,129 --> 00:07:57,361
This is my driver's station here.
234
00:07:57,363 --> 00:07:58,496
We're waiting on another driver
235
00:07:58,498 --> 00:07:59,764
to come in right now and get my back.
236
00:07:59,766 --> 00:08:01,265
I was only in the store
237
00:08:01,267 --> 00:08:02,700
for just a couple of minutes.
238
00:08:02,702 --> 00:08:03,901
He's talking to me about his job
239
00:08:03,903 --> 00:08:05,102
and what he's supposed to do.
240
00:08:05,104 --> 00:08:06,337
And the manager behind him
241
00:08:06,339 --> 00:08:08,739
is just standing there staring at me.
242
00:08:08,741 --> 00:08:10,741
Every driver's issued a bank
243
00:08:10,743 --> 00:08:12,243
as soon as we get rockin' and rollin',
244
00:08:12,245 --> 00:08:13,978
so that way you're gonna
be able to make change
245
00:08:13,980 --> 00:08:14,979
when the customer gives you...
246
00:08:14,981 --> 00:08:16,314
She looked at me eye-to-eye,
247
00:08:16,316 --> 00:08:18,115
and even with my brown contacts,
248
00:08:18,117 --> 00:08:20,284
I got that feeling
that she was just like,
249
00:08:20,286 --> 00:08:23,221
"oh, yeah, I know something's going on."
250
00:08:23,223 --> 00:08:25,490
The tickets will print here
where you make the food.
251
00:08:29,261 --> 00:08:30,394
Once the food's printed off,
252
00:08:30,396 --> 00:08:31,596
we've got an individual here
253
00:08:31,598 --> 00:08:33,598
and a side order of breadsticks.
254
00:08:37,970 --> 00:08:39,103
It makes me really anxious.
255
00:08:39,105 --> 00:08:41,105
My adrenaline's going through the roof.
256
00:08:41,107 --> 00:08:42,940
Will you excuse me for a minute?
257
00:08:42,942 --> 00:08:45,042
I feel like the walls are coming in.
258
00:08:45,044 --> 00:08:46,744
Yeah, do you knowwhere the manager went?
259
00:08:46,746 --> 00:08:48,379
'Cause she's either figured me out,
260
00:08:48,381 --> 00:08:50,181
or she thinks something else
is going on.
261
00:08:50,183 --> 00:08:51,249
This is really high stakes.
262
00:08:51,251 --> 00:08:52,250
Can I talk to you?
263
00:08:52,252 --> 00:08:53,451
Yeah.
264
00:08:53,453 --> 00:08:55,319
So I feel like I only have
a short period of time
265
00:08:55,321 --> 00:08:56,554
to make this work.
266
00:08:56,556 --> 00:08:58,890
I've got to make sure
that I pull this off.
267
00:09:01,293 --> 00:09:03,227
Okay, I think... I think you know...
268
00:09:03,229 --> 00:09:04,128
I do.
269
00:09:04,130 --> 00:09:05,463
...Who I am. Okay.
270
00:09:05,465 --> 00:09:07,365
I could totally tell when
you sized me up and down...
271
00:09:07,367 --> 00:09:08,799
It was shocking. It was shocking.
272
00:09:08,801 --> 00:09:10,801
So because you know,
273
00:09:10,803 --> 00:09:12,737
I'm pulling you into my confidence here.
274
00:09:12,739 --> 00:09:13,938
Have you told anybody at all?
275
00:09:13,940 --> 00:09:14,906
Yeah.
276
00:09:14,908 --> 00:09:16,040
- You did?
- I did.
277
00:09:16,042 --> 00:09:17,441
Have you told anybody outside
of the store?
278
00:09:17,443 --> 00:09:18,476
- No.
- Okay.
279
00:09:18,478 --> 00:09:19,744
Can you do me a huge favor?
280
00:09:19,746 --> 00:09:23,681
I need you to play this
whole competition thing up.
281
00:09:23,683 --> 00:09:25,082
Thank you for calling Donatos on campus.
282
00:09:25,084 --> 00:09:26,050
Aaron speaking.
283
00:09:26,052 --> 00:09:27,318
Will this be a pickup or delivery?
284
00:09:27,320 --> 00:09:29,720
You need to get all
their eyes off of me.
285
00:09:29,722 --> 00:09:30,788
Okay.
286
00:09:30,790 --> 00:09:31,923
And let me do the mission with Aaron.
287
00:09:31,925 --> 00:09:34,592
'Cause we got a long time to go here.
288
00:09:34,594 --> 00:09:36,727
Seriously, if this one thing is blown...
289
00:09:36,729 --> 00:09:37,695
Yeah, no, I understand.
290
00:09:37,697 --> 00:09:39,764
So it comes back down to you and me.
291
00:09:39,766 --> 00:09:40,798
You got it?
292
00:09:40,800 --> 00:09:41,799
I'll try.
293
00:09:41,801 --> 00:09:42,767
I'll try really hard.
294
00:09:42,769 --> 00:09:43,768
I believe in you.
295
00:09:43,770 --> 00:09:44,769
I know you can do it.
296
00:09:44,771 --> 00:09:45,803
So you're with me, right?
297
00:09:45,805 --> 00:09:46,871
I'm with you.
298
00:09:46,873 --> 00:09:48,139
So my plan is to go back in there
299
00:09:48,141 --> 00:09:49,674
and hopefully get out on the road
300
00:09:49,676 --> 00:09:50,708
as soon as possible.
301
00:09:50,710 --> 00:09:51,742
Hi, Aaron.
302
00:09:51,744 --> 00:09:52,777
Sorry about that.
303
00:09:52,779 --> 00:09:54,145
Oh, hey. I'm back.
304
00:09:54,147 --> 00:09:55,246
We've actually got
a couple of deliveries
305
00:09:55,248 --> 00:09:56,380
that are up now.
306
00:09:56,382 --> 00:09:57,448
So we're just gonna go ahead
307
00:09:57,450 --> 00:09:58,783
and grab the ticket.
308
00:09:58,785 --> 00:10:00,117
Take the bag up here.
309
00:10:00,119 --> 00:10:01,819
So they put all the deliveries up here?
310
00:10:01,821 --> 00:10:02,987
Yeah.
311
00:10:10,696 --> 00:10:12,063
Open it up, double-check it,
312
00:10:12,065 --> 00:10:13,664
make sure it's the right one.
313
00:10:18,437 --> 00:10:19,770
And then we're just out the door.
314
00:10:19,772 --> 00:10:21,639
Okay.
315
00:10:21,641 --> 00:10:23,441
When we walked out
of that store, I was like,
316
00:10:23,443 --> 00:10:25,309
"oh, thank goodness we're in this car,"
317
00:10:25,311 --> 00:10:28,245
"and I don't think
he has any idea who I am."
318
00:10:28,247 --> 00:10:29,580
I just took a deep breath,
319
00:10:29,582 --> 00:10:30,615
but then I was like,
320
00:10:30,617 --> 00:10:31,682
"I've got to stay in character."
321
00:10:31,684 --> 00:10:32,650
"Stay in character."
322
00:10:32,652 --> 00:10:33,884
When we get out there,
323
00:10:33,886 --> 00:10:34,919
it's gonna be fast.
324
00:10:34,921 --> 00:10:35,987
We've got to grab the pizza,
325
00:10:35,989 --> 00:10:37,021
and we've got to get it up to the door.
326
00:10:37,023 --> 00:10:38,723
Okay.
327
00:10:38,725 --> 00:10:40,558
All right, so come up
and watch what I do.
328
00:10:40,560 --> 00:10:41,559
Okay.
329
00:10:41,561 --> 00:10:42,593
You've got to run up here...
330
00:10:42,595 --> 00:10:43,594
You run, huh?
331
00:10:43,596 --> 00:10:44,595
Get it up the steps.
332
00:10:45,832 --> 00:10:47,932
You want to address
the customer by their name
333
00:10:47,934 --> 00:10:49,500
and tell them the total.
334
00:10:49,502 --> 00:10:51,035
Hey, what's up, Mark? How you doing?
335
00:10:51,037 --> 00:10:52,103
Good. How are you?
336
00:10:52,105 --> 00:10:53,170
I'm pretty good.
337
00:10:53,172 --> 00:10:54,605
All right, here's your pizza.
338
00:10:54,607 --> 00:10:55,806
Just go ahead
and double-check that.
339
00:10:55,808 --> 00:10:56,807
It looks good.
340
00:10:56,809 --> 00:10:57,908
All right, awesome. It's $15.68.
341
00:10:57,910 --> 00:10:59,176
And you were gonna be paying with cash?
342
00:10:59,178 --> 00:11:00,111
Yep.
343
00:11:00,113 --> 00:11:01,178
- All right, cool.
- Here you are.
344
00:11:01,180 --> 00:11:03,114
- All right, thank you.
- Keep the change.
345
00:11:03,116 --> 00:11:04,815
Awesome. Thank you. Appreciate it, Mark.
346
00:11:04,817 --> 00:11:05,883
You have a good one. Thanks.
347
00:11:05,885 --> 00:11:08,085
I love that Aaron had a really great
348
00:11:08,087 --> 00:11:10,921
customer service balance with speed,
349
00:11:10,923 --> 00:11:13,124
and I still don't think
he suspects a thing
350
00:11:13,126 --> 00:11:15,760
about how I really am.
351
00:11:15,762 --> 00:11:18,329
All right, so I'm just
gonna hop out here, then.
352
00:11:18,331 --> 00:11:21,399
All right, now I'm actually
gonna have you handle this one.
353
00:11:21,401 --> 00:11:23,434
So here's your pizzas.
354
00:11:23,436 --> 00:11:24,535
When you get in there,
355
00:11:24,537 --> 00:11:25,803
you're gonna want to set
all that food down
356
00:11:25,805 --> 00:11:26,971
and make sure you don't tip it over
357
00:11:26,973 --> 00:11:28,339
while you're opening the bag.
358
00:11:28,341 --> 00:11:29,807
Delivering pizzas was one
359
00:11:29,809 --> 00:11:31,809
of my favorite jobs when I was growing up.
360
00:11:31,811 --> 00:11:34,779
But I've not delivered
pizzas in 30 years.
361
00:11:34,781 --> 00:11:35,913
All right, so I'm gonna give
362
00:11:35,915 --> 00:11:36,914
the customer a call again.
363
00:11:36,916 --> 00:11:38,115
My phone's in my car, so...
364
00:11:38,117 --> 00:11:39,183
Okay.
365
00:11:39,185 --> 00:11:40,185
I'm gonna have to run out
366
00:11:40,186 --> 00:11:41,218
and grab that really quick.
367
00:11:41,220 --> 00:11:43,154
Okay, I'll wait here for you.
368
00:11:44,156 --> 00:11:45,556
Hi, did you order Donatos?
369
00:11:45,558 --> 00:11:46,524
Yes, I did.
370
00:11:46,526 --> 00:11:48,025
- Hi, I'm Jane.
- Hi.
371
00:11:48,027 --> 00:11:49,460
- Nice to meet you.
- Nice to meet you.
372
00:11:49,462 --> 00:11:52,830
Um...
373
00:11:52,832 --> 00:11:53,931
Oh, my gosh.
374
00:11:53,933 --> 00:11:55,866
I just said, "hi, I'm Jane,"
375
00:11:55,868 --> 00:11:58,035
not even thinking about it.
376
00:11:58,037 --> 00:11:59,437
Do you want to go ahead
377
00:11:59,439 --> 00:12:00,438
and check the order
378
00:12:00,440 --> 00:12:01,939
and make sure you have everything?
379
00:12:01,941 --> 00:12:03,574
Um...
380
00:12:03,576 --> 00:12:09,246
Okay, that will be $83.21.
381
00:12:09,248 --> 00:12:10,815
Cathy's clearly never
382
00:12:10,817 --> 00:12:12,316
delivered a pizza in her life.
383
00:12:12,318 --> 00:12:14,885
She was not very good
the first time around.
384
00:12:14,887 --> 00:12:16,153
She was slow.
385
00:12:16,155 --> 00:12:18,389
She was very unsteady, very uneasy,
386
00:12:18,391 --> 00:12:19,423
clearly nervous.
387
00:12:19,425 --> 00:12:20,858
Cool. You can keep the change.
388
00:12:20,860 --> 00:12:22,193
Awesome. Thank you very much.
389
00:12:22,195 --> 00:12:23,194
You're welcome.
390
00:12:23,196 --> 00:12:24,195
All right, you have a good one.
391
00:12:24,197 --> 00:12:25,296
I'm gonna need her to step it up
392
00:12:25,298 --> 00:12:26,697
with these next few deliveries,
393
00:12:26,699 --> 00:12:28,032
because I'm gonna get her
to be the best delivery driver
394
00:12:28,034 --> 00:12:29,867
that she can be
by the end of this night.
395
00:12:29,869 --> 00:12:31,202
All right, so I'm gonna be
396
00:12:31,204 --> 00:12:32,570
a little harder on you this time.
397
00:12:32,572 --> 00:12:34,305
I am going to time you.
398
00:12:34,307 --> 00:12:36,407
So this should be a minute and a half.
399
00:12:36,409 --> 00:12:37,374
Okay.
400
00:12:37,376 --> 00:12:39,110
All right, so I'm starting now.
401
00:12:39,112 --> 00:12:40,845
So let's run up. Let's run up faster.
402
00:12:40,847 --> 00:12:41,946
Just come through the brush.
403
00:12:41,948 --> 00:12:43,948
I can't go through their garden.
404
00:12:43,950 --> 00:12:45,816
Just guess it's this one.
405
00:12:45,818 --> 00:12:46,817
Hi, how are you?
406
00:12:46,819 --> 00:12:47,785
Hi, I'm good.
407
00:12:47,787 --> 00:12:48,753
I'm from Donatos.
408
00:12:48,755 --> 00:12:49,920
And did you order a large pizza?
409
00:12:49,922 --> 00:12:50,888
I did.
410
00:12:50,890 --> 00:12:51,922
Let me get your total.
411
00:12:51,924 --> 00:12:54,258
It's $15.18.
412
00:12:54,260 --> 00:12:55,326
Perfect. Keep the change.
413
00:12:55,328 --> 00:12:56,327
Oh, thank you so much.
414
00:12:56,329 --> 00:12:57,561
All right. Thank you.
415
00:12:57,563 --> 00:12:59,597
You have a wonderful evening
and enjoy your food.
416
00:12:59,599 --> 00:13:00,564
All right, now run.
417
00:13:00,566 --> 00:13:02,199
I can't. I have to go this way.
418
00:13:02,201 --> 00:13:03,834
No, you've got to run through the mulch.
419
00:13:03,836 --> 00:13:04,835
I know, but I can't.
420
00:13:04,837 --> 00:13:05,970
Let's go.
421
00:13:05,972 --> 00:13:09,340
Maybe she spent a lot of time
in that garden.
422
00:13:09,342 --> 00:13:10,474
All right, boom.
423
00:13:10,476 --> 00:13:11,776
We're at a minute and 8 seconds.
424
00:13:11,778 --> 00:13:12,977
That was good, right?
425
00:13:12,979 --> 00:13:14,145
That was epic.
426
00:13:14,147 --> 00:13:15,146
That was actually...
427
00:13:15,148 --> 00:13:16,380
See, I can go down the sidewalk.
428
00:13:16,382 --> 00:13:17,548
That was really good.
429
00:13:17,550 --> 00:13:19,550
Aaron's a perfect picture
430
00:13:19,552 --> 00:13:20,951
of what a delivery driver is.
431
00:13:20,953 --> 00:13:22,787
He is fast.
432
00:13:22,789 --> 00:13:24,021
He is nonstop.
433
00:13:24,023 --> 00:13:25,689
The perfect delivery driver.
434
00:13:25,691 --> 00:13:27,658
Delivering on
campus is fun, though.
435
00:13:27,660 --> 00:13:28,626
Like, I really...
436
00:13:28,628 --> 00:13:30,561
I have a really good time doing it.
437
00:13:30,563 --> 00:13:32,763
You can, like, encounter
some really weird stuff.
438
00:13:32,765 --> 00:13:33,731
Like what?
439
00:13:33,733 --> 00:13:34,932
A lot of people smoke pot,
440
00:13:34,934 --> 00:13:37,368
and they will, like, invite me
441
00:13:37,370 --> 00:13:38,402
to come in for a little bit.
442
00:13:38,404 --> 00:13:39,637
And if I'm not very busy,
443
00:13:39,639 --> 00:13:41,438
and I don't need to be
super focused really,
444
00:13:41,440 --> 00:13:43,440
then I'll kind of... indulge.
445
00:13:43,442 --> 00:13:46,377
You do not.
446
00:13:46,379 --> 00:13:47,945
I can't think of another time
447
00:13:47,947 --> 00:13:49,180
I've been this disappointed.
448
00:13:49,182 --> 00:13:50,347
And when you see so much hope
449
00:13:50,349 --> 00:13:51,849
and potential in someone,
450
00:13:51,851 --> 00:13:53,284
it feels like betrayal.
451
00:13:53,286 --> 00:13:54,451
It's just one of the perks.
452
00:13:54,453 --> 00:13:55,786
That concerns me, though,
453
00:13:55,788 --> 00:13:57,121
'cause then you get back
in your car and you drive,
454
00:13:57,123 --> 00:13:58,189
and you can't do that.
455
00:13:58,191 --> 00:13:59,323
Well, it's not like I sit there
456
00:13:59,325 --> 00:14:01,559
and smoke for, like, 20 minutes.
457
00:14:01,561 --> 00:14:04,028
Not only is it just not safe,
458
00:14:04,030 --> 00:14:05,062
it's illegal.
459
00:14:05,064 --> 00:14:07,364
I wanted to take off my disguise
460
00:14:07,366 --> 00:14:09,633
and fire him right then.
461
00:14:18,597 --> 00:14:19,864
A lot of people smoke pot,
462
00:14:19,866 --> 00:14:22,200
and they will, like, invite me
463
00:14:22,202 --> 00:14:23,468
to come in for a little bit.
464
00:14:23,470 --> 00:14:25,603
And I'll kind of... indulge.
465
00:14:25,605 --> 00:14:27,906
You do not.
466
00:14:27,908 --> 00:14:30,742
As Aaron is telling me
467
00:14:30,744 --> 00:14:32,577
that he's taking deliveries
468
00:14:32,579 --> 00:14:33,545
and every once and a while
469
00:14:33,547 --> 00:14:35,814
takes a joint someone offers to him,
470
00:14:35,816 --> 00:14:38,216
I want to express to him
how serious this is.
471
00:14:38,218 --> 00:14:39,584
And it's illegal.
472
00:14:39,586 --> 00:14:40,919
And it's just not okay.
473
00:14:40,921 --> 00:14:41,920
Are you against that?
474
00:14:41,922 --> 00:14:43,054
I am really against it.
475
00:14:43,056 --> 00:14:44,122
I'm sorry.
476
00:14:44,124 --> 00:14:45,123
I don't want to, like...
477
00:14:45,125 --> 00:14:46,558
I don't want to disappoint you.
478
00:14:46,560 --> 00:14:47,992
Especially you're
getting behind the wheel.
479
00:14:47,994 --> 00:14:50,061
But it doesn't really
affect my abilities.
480
00:14:50,063 --> 00:14:51,296
All right, we have to...
481
00:14:51,298 --> 00:14:52,764
we'll talk about this more
on the way back.
482
00:14:52,766 --> 00:14:54,165
Ah, jeez, all right.
483
00:14:54,167 --> 00:14:55,200
Let's go. Come on.
484
00:14:55,202 --> 00:14:57,602
We don't have time to chitchat.
485
00:14:57,604 --> 00:14:59,504
Maybe it's not a big deal in his world,
486
00:14:59,506 --> 00:15:02,540
but he put a lot of people at risk.
487
00:15:02,542 --> 00:15:03,608
I honestly didn't even want
488
00:15:03,610 --> 00:15:05,143
to get back in the car with him.
489
00:15:05,145 --> 00:15:06,244
You actually did a really...
490
00:15:06,246 --> 00:15:07,512
Should I drive back to the store?
491
00:15:07,514 --> 00:15:09,013
Should you drive back to the store?
492
00:15:09,015 --> 00:15:10,081
No.
493
00:15:10,083 --> 00:15:11,382
Are you under the influence right now?
494
00:15:11,384 --> 00:15:13,284
No. I don't do it often.
495
00:15:13,286 --> 00:15:14,219
I got a little nervous.
496
00:15:14,221 --> 00:15:15,286
Jeez, what do you think?
497
00:15:15,288 --> 00:15:16,254
I was just smoking in the store,
498
00:15:16,256 --> 00:15:18,223
and then I just went out on the road?
499
00:15:18,225 --> 00:15:19,457
Cathy got pretty angry with me.
500
00:15:19,459 --> 00:15:20,892
Kind of lectured me like a mom.
501
00:15:20,894 --> 00:15:22,160
Cathy needs to hit the bong
502
00:15:22,162 --> 00:15:23,928
and just chill out for a bit.
503
00:15:23,930 --> 00:15:25,663
It's nothing that bad.
504
00:15:25,665 --> 00:15:27,232
I think you're making it out
to be, like,
505
00:15:27,234 --> 00:15:30,034
the devil's drug, the devil's weed.
506
00:15:30,036 --> 00:15:31,569
Is it legal?
507
00:15:31,571 --> 00:15:33,271
Is it legal to smoke marijuana?
508
00:15:33,273 --> 00:15:34,439
- Yes or no.
- It's not, no.
509
00:15:34,441 --> 00:15:35,340
It's not legal.
510
00:15:35,342 --> 00:15:36,908
If my delivery driver did that,
511
00:15:36,910 --> 00:15:38,209
I would fire them.
512
00:15:38,211 --> 00:15:39,210
Would you really?
513
00:15:39,212 --> 00:15:40,612
- Absolutely.
- Oh, wow.
514
00:15:40,614 --> 00:15:41,746
Well...
515
00:15:41,748 --> 00:15:44,015
I don't tell my bosses that I do that.
516
00:15:44,017 --> 00:15:45,350
You can't tell my bosses that I do that.
517
00:15:45,352 --> 00:15:46,684
Do you think if your bosses know,
518
00:15:46,686 --> 00:15:47,652
they would fire you?
519
00:15:47,654 --> 00:15:48,820
No.
520
00:15:48,822 --> 00:15:51,256
Well... maybe.
521
00:15:51,258 --> 00:15:53,158
I don't know. Potentially.
522
00:15:53,160 --> 00:15:55,226
I'm really angry.
523
00:15:55,228 --> 00:15:57,729
He jeopardized our entire company.
524
00:15:57,731 --> 00:15:59,664
Not just that store,
525
00:15:59,666 --> 00:16:00,965
but all of our franchise partners.
526
00:16:00,967 --> 00:16:02,400
He puts everybody at risk
527
00:16:02,402 --> 00:16:04,803
by being out on that road
under the influence.
528
00:16:04,805 --> 00:16:05,904
All right, let's get back in.
529
00:16:05,906 --> 00:16:06,938
All right.
530
00:16:06,940 --> 00:16:08,506
But he does his job very well.
531
00:16:08,508 --> 00:16:09,774
He's a very good driver.
532
00:16:09,776 --> 00:16:11,709
So I'm not sure what I'm gonna do.
533
00:16:20,219 --> 00:16:22,120
Today I'm in Vienna, Virginia,
534
00:16:22,122 --> 00:16:24,389
and I'm gonna be working
as an assistant manager.
535
00:16:27,426 --> 00:16:28,626
After working with Aaron,
536
00:16:28,628 --> 00:16:30,829
who doesn't really demonstrate
the values
537
00:16:30,831 --> 00:16:32,797
of someone that we want as part
of our family,
538
00:16:32,799 --> 00:16:34,966
I'm really hoping today will be better.
539
00:16:34,968 --> 00:16:36,100
Hi.
540
00:16:36,102 --> 00:16:37,302
Are you Buffy?
541
00:16:37,304 --> 00:16:38,436
Hi, are you my contestant?
542
00:16:38,438 --> 00:16:39,637
I am. I'm Cathy.
543
00:16:39,639 --> 00:16:40,605
It's nice to meet you.
544
00:16:40,607 --> 00:16:41,606
Nice to meet you.
545
00:16:41,608 --> 00:16:42,674
Going undercover,
546
00:16:42,676 --> 00:16:44,242
I want to make sure that we are using
547
00:16:44,244 --> 00:16:45,543
the processes and the systems
548
00:16:45,545 --> 00:16:47,445
that my dad put in place 50 years ago
549
00:16:47,447 --> 00:16:48,646
so that we're doing the right things
550
00:16:48,648 --> 00:16:49,747
every single day
551
00:16:49,749 --> 00:16:51,983
in order to give our customers
the best pizza.
552
00:16:51,985 --> 00:16:53,618
- So you ready to get started?
- I am.
553
00:16:53,620 --> 00:16:54,586
All right, so...
554
00:16:54,588 --> 00:16:55,788
Let me show you how to do this.
555
00:16:55,789 --> 00:16:57,589
First thing we do is zero out our scale.
556
00:16:57,591 --> 00:16:59,123
Everything we do gets weighed in here,
557
00:16:59,125 --> 00:17:00,758
because our company has determined
558
00:17:00,760 --> 00:17:02,493
what's the best, most perfect amount
559
00:17:02,495 --> 00:17:04,028
of sauce, cheese, and toppings
560
00:17:04,030 --> 00:17:05,029
so that our guests
561
00:17:05,031 --> 00:17:06,831
get the perfect pizza every time.
562
00:17:06,833 --> 00:17:07,932
- Wow, okay.
- Okay?
563
00:17:07,934 --> 00:17:09,000
I think Buffy is
564
00:17:09,002 --> 00:17:10,902
doing a great job training me.
565
00:17:10,904 --> 00:17:12,704
We cover every pizza edge to edge
566
00:17:12,706 --> 00:17:14,038
so that the guests
can taste our toppings
567
00:17:14,040 --> 00:17:14,939
in every bite.
568
00:17:14,941 --> 00:17:16,341
Not just showing me
569
00:17:16,343 --> 00:17:17,275
how to do it,
570
00:17:17,277 --> 00:17:18,910
but explaining why we do it.
571
00:17:18,912 --> 00:17:20,979
This is your first priority
back here, okay?
572
00:17:20,981 --> 00:17:22,380
The pizzas have to get made,
573
00:17:22,382 --> 00:17:24,249
because we have to get
our guests satisfied.
574
00:17:24,251 --> 00:17:25,250
So I'm gonna give this all to you.
575
00:17:25,252 --> 00:17:26,451
- Oh, you're leaving me?
- Yeah.
576
00:17:26,453 --> 00:17:28,219
Just call me if you need me, okay?
577
00:17:28,221 --> 00:17:29,754
- Okay.
- All right, Cathy, good luck.
578
00:17:29,756 --> 00:17:31,689
Thanks.
579
00:17:31,691 --> 00:17:33,892
I've been making pizzas my whole life,
580
00:17:33,894 --> 00:17:36,227
so I'm confident about that.
581
00:17:36,229 --> 00:17:37,328
Oops, I dropped one.
582
00:17:37,330 --> 00:17:38,596
Cathy, you have pizza to cut.
583
00:17:38,598 --> 00:17:39,697
Um...
584
00:17:39,699 --> 00:17:41,299
You've got to come cut the pizza, okay?
585
00:17:41,301 --> 00:17:42,333
All right.
586
00:17:42,335 --> 00:17:43,935
But as more orders started coming in,
587
00:17:43,937 --> 00:17:45,136
I did get flustered.
588
00:17:45,138 --> 00:17:46,571
Cathy, you've got a pizza
589
00:17:46,573 --> 00:17:47,538
coming out to be cut.
590
00:17:47,540 --> 00:17:49,841
Ah! Okay.
591
00:17:52,812 --> 00:17:55,013
Ah!
592
00:17:55,015 --> 00:17:58,650
Oh, jeez, that's
a lot of toppings.
593
00:17:58,652 --> 00:17:59,751
You got any tickets for me?
594
00:17:59,753 --> 00:18:00,752
This is a lot of toppings.
595
00:18:00,754 --> 00:18:01,686
I've got this one coming.
596
00:18:01,688 --> 00:18:03,121
We need to get these going, so...
597
00:18:03,123 --> 00:18:04,289
Okay.
598
00:18:07,593 --> 00:18:10,194
Oh, I just knocked one down.
599
00:18:10,196 --> 00:18:11,529
Cathy, you've got a pizza
600
00:18:11,531 --> 00:18:12,664
coming out to be cut.
601
00:18:12,666 --> 00:18:14,032
Okay, okay, okay.
602
00:18:14,034 --> 00:18:16,668
Cathy was awful at making pizzas today.
603
00:18:16,670 --> 00:18:18,536
You know, it was her first day,
604
00:18:18,538 --> 00:18:20,238
but she was terrible at it.
605
00:18:20,240 --> 00:18:22,140
I have a lot of pizzas coming out.
606
00:18:22,142 --> 00:18:24,275
Okay, and these are
actually timed orders.
607
00:18:24,277 --> 00:18:25,376
So that's a good thing.
608
00:18:25,378 --> 00:18:27,011
But this actually does
bring up something.
609
00:18:27,013 --> 00:18:29,113
We've got a great website,
and it looks pretty,
610
00:18:29,115 --> 00:18:31,149
but it doesn't always function
like it needs to.
611
00:18:31,151 --> 00:18:32,817
So what happens?
612
00:18:32,819 --> 00:18:35,353
People put in specialty orders,
like they don't want mushrooms
613
00:18:35,355 --> 00:18:36,554
on top of it, for instance.
614
00:18:36,556 --> 00:18:38,089
We don't always get that instruction
615
00:18:38,091 --> 00:18:39,057
through our website.
616
00:18:39,059 --> 00:18:40,458
Huh. Okay.
617
00:18:40,460 --> 00:18:42,727
When you have
an assistant manager like Buffy
618
00:18:42,729 --> 00:18:44,028
who's that talented
619
00:18:44,030 --> 00:18:46,531
being hindered by an outdated
online ordering system,
620
00:18:46,533 --> 00:18:47,999
that's a huge problem.
621
00:18:48,001 --> 00:18:50,134
So that's one thing I will take back
622
00:18:50,136 --> 00:18:52,503
and make sure we talk
to our I.T. department about.
623
00:18:52,505 --> 00:18:53,905
Every day, come in with the mind-set
624
00:18:53,907 --> 00:18:55,373
that I'm gonna make
somebody's day better,
625
00:18:55,375 --> 00:18:57,909
and that's what I try to,
like, give everybody here.
626
00:18:57,911 --> 00:18:58,943
You know what I mean?
627
00:18:58,945 --> 00:19:00,611
So how do you do that?
628
00:19:00,613 --> 00:19:02,480
You have to set the example for them
629
00:19:02,482 --> 00:19:03,614
and really be that, like,
630
00:19:03,616 --> 00:19:06,284
little Energizer bunny
for your business.
631
00:19:06,286 --> 00:19:08,720
I was getting teary-eyed
just listening to Buffy talk.
632
00:19:08,722 --> 00:19:11,356
It's almost unbelievable
to walk into a store
633
00:19:11,358 --> 00:19:15,326
so far away from our home base,
634
00:19:15,328 --> 00:19:17,762
and hear the exact same mission
635
00:19:17,764 --> 00:19:19,731
and passion and love for the business
636
00:19:19,733 --> 00:19:22,467
that my dad started with 50 years ago.
637
00:19:22,469 --> 00:19:24,168
So it completely blew me away.
638
00:19:24,170 --> 00:19:26,437
Great job. Let's take a break.
639
00:19:26,439 --> 00:19:27,605
- You went through a lot.
- Good. I'm tired.
640
00:19:27,607 --> 00:19:29,273
- We needed a rest.
- I know. For real.
641
00:19:29,275 --> 00:19:30,875
Do you live by this Donatos?
642
00:19:30,877 --> 00:19:31,976
Where does your...
643
00:19:31,978 --> 00:19:33,277
Actually, I live pretty far away.
644
00:19:33,279 --> 00:19:35,013
I live about 40 miles from this store.
645
00:19:35,015 --> 00:19:36,781
I don't even own the bed I sleep on.
646
00:19:36,783 --> 00:19:40,451
The last two years have been
a little rough for me,
647
00:19:40,453 --> 00:19:41,819
I was living in Augusta, Georgia.
648
00:19:41,821 --> 00:19:43,521
I was the G.M. of a hotel there.
649
00:19:43,523 --> 00:19:45,289
We decided to take
a birthday party for...
650
00:19:45,291 --> 00:19:46,291
you know, to fill up some
651
00:19:46,292 --> 00:19:47,759
of our banquet space and everything.
652
00:19:47,761 --> 00:19:49,460
A young man, who was 19 years old,
653
00:19:49,462 --> 00:19:50,528
who worked for me,
654
00:19:50,530 --> 00:19:51,996
was watching the party that night,
655
00:19:51,998 --> 00:19:53,297
and this kid with a gun
656
00:19:53,299 --> 00:19:56,467
came up and shot, like, into the crowd
657
00:19:56,469 --> 00:19:59,237
and hit this kid that worked for me.
658
00:19:59,239 --> 00:20:03,041
And he died right there
659
00:20:03,043 --> 00:20:04,909
in the lobby of the conference center.
660
00:20:04,911 --> 00:20:07,678
And you know, it was...
661
00:20:07,680 --> 00:20:11,516
it was, you know,
a really big thing for me.
662
00:20:11,518 --> 00:20:13,017
Not only did... you know what I mean...
663
00:20:13,019 --> 00:20:14,485
did I feel responsible for it
664
00:20:14,487 --> 00:20:15,920
'cause I had taken the party.
665
00:20:15,922 --> 00:20:17,822
He was 19, you know what I mean?
666
00:20:17,824 --> 00:20:19,057
I had to tell his mom
667
00:20:19,059 --> 00:20:21,626
that somebody who I was responsible for,
668
00:20:21,628 --> 00:20:23,561
you know, died,
669
00:20:23,563 --> 00:20:24,695
because of a decision I made
670
00:20:24,697 --> 00:20:25,963
to take this party.
671
00:20:25,965 --> 00:20:28,166
Um, you know, so I couldn't...
672
00:20:28,168 --> 00:20:29,634
I didn't want to keep my job any more,
673
00:20:29,636 --> 00:20:30,968
because I didn't want to be there
674
00:20:30,970 --> 00:20:32,503
and be reminded of it every day.
675
00:20:33,772 --> 00:20:34,872
I couldn't... in my head,
676
00:20:34,874 --> 00:20:36,240
I couldn't get over it, you know?
677
00:20:36,242 --> 00:20:37,942
I had some other
personal things going on.
678
00:20:37,944 --> 00:20:39,911
Like, my marriage was already,
like, kind of rocky.
679
00:20:39,913 --> 00:20:41,846
And even though we had
these kids and everything,
680
00:20:41,848 --> 00:20:44,115
it just wasn't going right.
You know what I mean?
681
00:20:44,117 --> 00:20:47,051
So I looked for a job up here.
682
00:20:47,053 --> 00:20:49,420
I ended up having to give up
custody of my kids.
683
00:20:49,422 --> 00:20:50,721
I lost everything.
684
00:20:50,723 --> 00:20:51,989
I was just in a really bad place.
685
00:20:51,991 --> 00:20:53,958
I was unemployed. I didn't have my kids.
686
00:20:53,960 --> 00:20:55,860
Not really knowing what
I was going to do.
687
00:20:55,862 --> 00:20:58,563
And then I saw the ad for Donatos,
688
00:20:58,565 --> 00:21:01,132
and I went ahead and sent my resume in,
689
00:21:01,134 --> 00:21:03,835
and it's been...
690
00:21:03,837 --> 00:21:05,603
this amazing change for me.
691
00:21:05,605 --> 00:21:07,305
I mean, like, it gave me a place
692
00:21:07,307 --> 00:21:09,340
where I could, like, plant and grow.
693
00:21:09,342 --> 00:21:11,476
And that was the turning point for me.
694
00:21:11,478 --> 00:21:13,111
People believed in me
695
00:21:13,113 --> 00:21:15,146
and helped me believe in myself again.
696
00:21:15,148 --> 00:21:17,148
And...
697
00:21:17,150 --> 00:21:18,516
You know.
698
00:21:18,518 --> 00:21:20,017
I lost everything,
699
00:21:20,019 --> 00:21:22,019
and they gave me back everything.
700
00:21:22,021 --> 00:21:23,054
So...
701
00:21:23,056 --> 00:21:24,655
Wow.
702
00:21:24,657 --> 00:21:27,758
Donatos has been very, very good to me.
703
00:21:27,760 --> 00:21:29,260
Buffy shared with me
704
00:21:29,262 --> 00:21:30,528
what she's been through
705
00:21:30,530 --> 00:21:34,732
and the fact that she lost
custody of her children.
706
00:21:34,734 --> 00:21:37,935
Obviously, any mother
that has children...
707
00:21:37,937 --> 00:21:41,906
You ache in the pit of your stomach,
708
00:21:41,908 --> 00:21:45,309
because I could not imagine
not seeing my kids.
709
00:21:45,311 --> 00:21:47,311
And she didn't let it crush her spirit.
710
00:21:47,313 --> 00:21:50,248
That takes a really strong
person to do that.
711
00:21:50,250 --> 00:21:53,117
My dad would be really,
really, really proud.
712
00:21:55,687 --> 00:21:57,088
Coming up...
713
00:21:57,090 --> 00:21:58,156
Hi, welcome to Donatos.
714
00:21:58,158 --> 00:21:59,358
...The boss brings one
715
00:21:59,359 --> 00:22:01,893
of her own restaurants
to a grinding halt.
716
00:22:01,895 --> 00:22:04,662
Okay, I'm so sorry.
717
00:22:04,664 --> 00:22:05,830
And later,
718
00:22:05,832 --> 00:22:07,331
the boss lays down the law
719
00:22:07,333 --> 00:22:08,833
with her delivery driver.
720
00:22:08,835 --> 00:22:11,002
- You're upset with me?
- I'm very upset.
721
00:22:18,848 --> 00:22:20,534
Jane Grote Abell,
722
00:22:20,536 --> 00:22:23,003
the chairwoman and owner
of Donatos Pizza,
723
00:22:23,005 --> 00:22:26,373
is a boss under cover
in her own family business.
724
00:22:26,375 --> 00:22:27,675
Hi, is Aaron here?
725
00:22:27,677 --> 00:22:28,709
- That's me.
- Oh, hi.
726
00:22:28,711 --> 00:22:30,044
Her employees think
727
00:22:30,046 --> 00:22:31,545
she's a contestant on a reality show,
728
00:22:31,547 --> 00:22:34,448
hoping to win money
to start her own business.
729
00:22:34,450 --> 00:22:36,317
Cathy, you've got a pizza
coming out to be cut.
730
00:22:36,319 --> 00:22:38,285
Okay, okay, okay.
731
00:22:38,287 --> 00:22:40,421
After a bump in the road...
732
00:22:40,423 --> 00:22:41,689
A lot of people smoke pot.
733
00:22:41,691 --> 00:22:44,391
And I'll kind of... indulge.
734
00:22:44,393 --> 00:22:46,126
You do not.
735
00:22:46,128 --> 00:22:47,628
...Her journey continues
736
00:22:47,630 --> 00:22:49,330
in Columbus, Ohio.
737
00:22:52,233 --> 00:22:54,134
Today I'm back in Columbus, Ohio,
738
00:22:54,136 --> 00:22:55,936
and I'm gonna be working as a cashier.
739
00:22:55,938 --> 00:22:57,571
$12.58.
740
00:22:57,573 --> 00:22:59,807
Working as a cashier is
such an important position,
741
00:22:59,809 --> 00:23:01,575
because the cashier is
the first impression
742
00:23:01,577 --> 00:23:03,444
our customers are gonna have
when they walk in,
743
00:23:03,446 --> 00:23:06,180
and they're the last impression
when our customers walk out.
744
00:23:06,182 --> 00:23:08,349
Our associates have to make sure
745
00:23:08,351 --> 00:23:10,017
that they make the customer feel
746
00:23:10,019 --> 00:23:12,086
like they're guests in their own home.
747
00:23:12,088 --> 00:23:13,621
And you have to have a smile,
and you have
748
00:23:13,623 --> 00:23:15,389
to have a positive attitude
all the time,
749
00:23:15,391 --> 00:23:17,057
even when something goes wrong.
750
00:23:17,059 --> 00:23:18,158
Hello, welcome to Donatos. How are you?
751
00:23:18,160 --> 00:23:19,293
I'm good.
752
00:23:19,295 --> 00:23:21,495
I'm Cathy, and I'm looking for Kanisha.
753
00:23:21,497 --> 00:23:23,197
Well, you found her.
Are you my contestant?
754
00:23:23,199 --> 00:23:24,632
- Yes I am.
- Nice to meet you.
755
00:23:24,634 --> 00:23:25,666
Why don't you come back here?
756
00:23:25,668 --> 00:23:26,867
I can show you the register.
757
00:23:26,869 --> 00:23:28,102
Okay.
758
00:23:28,104 --> 00:23:29,336
Whenever you take an order,
759
00:23:29,338 --> 00:23:31,105
you click "add to order,"
760
00:23:31,107 --> 00:23:32,106
and once they're done,
761
00:23:32,108 --> 00:23:33,340
you click "order summary."
762
00:23:33,342 --> 00:23:36,110
You tell them, "your total is $4.69",
763
00:23:36,112 --> 00:23:37,845
"and it should be ready
in about 14 minutes."
764
00:23:37,847 --> 00:23:39,013
Okay.
765
00:23:39,015 --> 00:23:40,214
You want to try the next one
all by yourself?
766
00:23:40,216 --> 00:23:41,515
The next customer by myself?
767
00:23:41,517 --> 00:23:42,583
Yes. No worries.
768
00:23:42,585 --> 00:23:44,218
I'm always right by your side.
769
00:23:44,220 --> 00:23:46,253
I got your back. I promise.
770
00:23:46,255 --> 00:23:47,421
Hi, welcome to Donatos.
771
00:23:47,423 --> 00:23:48,689
How can I help you?
772
00:23:52,160 --> 00:23:53,227
Okay.
773
00:23:53,229 --> 00:23:54,294
That's the large, right?
774
00:23:54,296 --> 00:23:55,696
I'm sorry. I'm training.
775
00:23:55,698 --> 00:23:57,164
Okay.
776
00:23:57,166 --> 00:23:58,999
So, um...
777
00:23:59,001 --> 00:24:00,100
30 years ago,
778
00:24:00,102 --> 00:24:01,135
when I worked as a cashier,
779
00:24:01,137 --> 00:24:02,536
we actually wrote things down
780
00:24:02,538 --> 00:24:03,637
with a pen and paper.
781
00:24:03,639 --> 00:24:06,840
And then you want
to click "add to order."
782
00:24:06,842 --> 00:24:08,442
Oh. Thank you.
783
00:24:08,444 --> 00:24:10,678
Things have obviously
changed dramatically.
784
00:24:10,680 --> 00:24:11,779
Sorry.
785
00:24:11,781 --> 00:24:13,347
So that makes me a little anxious.
786
00:24:13,349 --> 00:24:14,782
And you give me a receipt.
787
00:24:14,784 --> 00:24:16,684
Okay, I'm gonna give you a receipt.
788
00:24:16,686 --> 00:24:17,651
There you go.
789
00:24:17,653 --> 00:24:19,053
- Thank you.
- You're welcome.
790
00:24:19,055 --> 00:24:20,387
Hi, how are you doin' today?
791
00:24:20,389 --> 00:24:21,989
Hello.
792
00:24:21,991 --> 00:24:25,592
May I have a large thin crust pepperoni?
793
00:24:25,594 --> 00:24:26,694
And I have to ask you,
794
00:24:26,696 --> 00:24:28,295
are those cherry blossoms on your arm?
795
00:24:28,297 --> 00:24:29,329
And a butterfly.
796
00:24:29,331 --> 00:24:30,464
- Beautiful work.
- Thank you.
797
00:24:30,466 --> 00:24:31,398
You're welcome.
798
00:24:31,400 --> 00:24:33,667
Will this be for pickup or delivery?
799
00:24:35,070 --> 00:24:37,304
Or pickup or, yes, or here.
800
00:24:37,306 --> 00:24:39,640
You got me all flustered.
801
00:24:39,642 --> 00:24:42,576
I think Cathy is easily distracted.
802
00:24:42,578 --> 00:24:46,613
She maybe sometimes gets
overwhelmed or flustered.
803
00:24:46,615 --> 00:24:48,082
There's a big line out there, so...
804
00:24:48,084 --> 00:24:49,416
There is a big line out there?
805
00:24:49,418 --> 00:24:51,118
Now, you just made me nervous.
806
00:24:51,120 --> 00:24:53,053
Do we have an order in for Fatasha?
807
00:24:53,055 --> 00:24:54,088
Tasha.
808
00:24:54,090 --> 00:24:55,222
What was the last name?
809
00:24:55,224 --> 00:24:56,190
Fatasha.
810
00:24:56,192 --> 00:24:57,458
Tasha.
811
00:24:57,460 --> 00:24:59,226
I was just a little nervous for Cathy,
812
00:24:59,228 --> 00:25:01,028
because there was a long line there.
813
00:25:06,334 --> 00:25:07,434
Um...
814
00:25:07,436 --> 00:25:09,603
Let me get it for you right away.
815
00:25:09,605 --> 00:25:12,506
Okay, I'm looking for stromboli,
816
00:25:12,508 --> 00:25:13,841
and I cannot find it.
817
00:25:13,843 --> 00:25:15,142
Um, I'm sorry,
818
00:25:15,144 --> 00:25:16,710
I can't find stromboli on here.
819
00:25:16,712 --> 00:25:18,011
Oh, you're fine.
820
00:25:18,013 --> 00:25:19,279
She asked me
for help a few times,
821
00:25:19,281 --> 00:25:20,647
but other than that, she kind of, like,
822
00:25:20,649 --> 00:25:22,649
found her way through the menu,
823
00:25:22,651 --> 00:25:24,618
and, you know, she fought
through the rush.
824
00:25:25,820 --> 00:25:29,056
So can you tell me what maybe,
like, motivated you?
825
00:25:29,058 --> 00:25:31,225
I've been a single parent for a while,
826
00:25:31,227 --> 00:25:33,961
and so I've been doing waitressing and...
827
00:25:33,963 --> 00:25:35,596
Kudos to you for being a single parent,
828
00:25:35,598 --> 00:25:36,964
'cause the person I live with
829
00:25:36,966 --> 00:25:38,732
necessarily isn't my birth mother.
830
00:25:38,734 --> 00:25:39,833
She's my great aunt,
831
00:25:39,835 --> 00:25:42,269
but she played both roles
just like you had to.
832
00:25:42,271 --> 00:25:43,704
Do you know your birth mother?
833
00:25:43,706 --> 00:25:45,639
My birth mother's actually incarcerated.
834
00:25:45,641 --> 00:25:48,275
Wow, and how old are
your brothers and sisters?
835
00:25:48,277 --> 00:25:50,244
My baby brother passed away.
836
00:25:50,246 --> 00:25:51,645
Yeah, he was, um, he was 14,
837
00:25:51,647 --> 00:25:54,381
but, this is why I wear the green band.
838
00:25:54,383 --> 00:25:55,816
It says "donate life."
839
00:25:55,818 --> 00:25:57,918
Because we donated his organs.
840
00:25:57,920 --> 00:26:00,687
And we get letters from
people that he's helped.
841
00:26:00,689 --> 00:26:01,989
How did he pass away?
842
00:26:01,991 --> 00:26:03,524
He was playing basketball.
843
00:26:03,526 --> 00:26:04,758
He passed out on the court,
844
00:26:04,760 --> 00:26:06,760
and he had... basically,
845
00:26:06,762 --> 00:26:09,396
his main heart artery was blocked.
846
00:26:09,398 --> 00:26:10,731
Oh, my gosh.
847
00:26:10,733 --> 00:26:11,899
I mean, I think one of the reasons
848
00:26:11,901 --> 00:26:14,501
he had heart problems was because,
849
00:26:14,503 --> 00:26:15,469
basically, you know,
850
00:26:15,471 --> 00:26:18,005
she chose the pathway of doing drugs.
851
00:26:18,007 --> 00:26:19,873
I mean, I'll be honest.
852
00:26:19,875 --> 00:26:21,241
I definitely blamed her.
853
00:26:21,243 --> 00:26:24,778
I think...
854
00:26:24,780 --> 00:26:28,315
I think one of the hardest
thoughts I would think like,
855
00:26:28,317 --> 00:26:30,484
"how could maybe, like,
a mom do that do her kids?"
856
00:26:30,486 --> 00:26:33,487
Or "because of you, my brother is gone."
857
00:26:33,489 --> 00:26:37,257
That's a hard thing
to deal with, sweetheart.
858
00:26:39,561 --> 00:26:41,562
I feel overwhelmed.
859
00:26:41,564 --> 00:26:43,497
The fact that this young woman
860
00:26:43,499 --> 00:26:45,833
has had such hardship in her life,
861
00:26:45,835 --> 00:26:48,235
it makes you value the upbringing
862
00:26:48,237 --> 00:26:50,237
that so many people do have.
863
00:26:50,239 --> 00:26:52,039
I started working here
right after that time,
864
00:26:52,041 --> 00:26:53,740
but even during that time,
like, everyone,
865
00:26:53,742 --> 00:26:55,609
even though they didn't know me,
they still kind of,
866
00:26:55,611 --> 00:26:56,977
like, was there for me
and kind of, like,
867
00:26:56,979 --> 00:26:58,378
welcomed me with open arms.
868
00:26:58,380 --> 00:26:59,513
Wow.
869
00:26:59,515 --> 00:27:01,915
Like, I'm going to be
a freshman in college.
870
00:27:01,917 --> 00:27:03,984
I'm gonna major in biological sciences.
871
00:27:03,986 --> 00:27:05,085
I just, I mean, I've got
872
00:27:05,087 --> 00:27:06,220
a bright future ahead of me,
873
00:27:06,222 --> 00:27:07,221
so I'm really excited.
874
00:27:07,223 --> 00:27:10,090
Kanisha is a take-charge person.
875
00:27:10,092 --> 00:27:12,693
I really truly admire her.
876
00:27:12,695 --> 00:27:14,728
And for her to call
this store her family,
877
00:27:14,730 --> 00:27:18,866
that's the reason for me when we said,
878
00:27:18,868 --> 00:27:20,500
"we have to buy the company back,"
879
00:27:20,502 --> 00:27:23,136
"because people are counting on us,"
880
00:27:23,138 --> 00:27:25,806
it's those examples right there.
881
00:27:28,544 --> 00:27:31,411
Makes me never regret that decision.
882
00:27:37,285 --> 00:27:39,286
Today I'm on the
West Side of Columbus,
883
00:27:39,288 --> 00:27:40,287
and I'm gonna be working
884
00:27:40,289 --> 00:27:42,356
as an associate at our pickup window.
885
00:27:42,358 --> 00:27:43,790
Years ago,
886
00:27:43,792 --> 00:27:45,325
when I was working in the restaurants,
887
00:27:45,327 --> 00:27:46,760
we didn't have the pickup window.
888
00:27:46,762 --> 00:27:48,095
So it's kind of a new thing
889
00:27:48,097 --> 00:27:49,830
for really the pizza industry.
890
00:27:49,832 --> 00:27:52,633
This store, particularly,
891
00:27:52,635 --> 00:27:54,935
has a very high percentage
of drive-through.
892
00:27:54,937 --> 00:27:56,503
So the most important thing they can do
893
00:27:56,505 --> 00:27:58,305
is make sure that
they're greeting the guests
894
00:27:58,307 --> 00:28:00,507
but also making sure
that order is accurate.
895
00:28:00,509 --> 00:28:02,209
Hi. I'm Cathy.
896
00:28:02,211 --> 00:28:04,044
- I'm Tangee.
- Hi, Tangee.
897
00:28:04,046 --> 00:28:05,445
Are you my contestant for the day?
898
00:28:05,447 --> 00:28:06,480
I'm your contestant.
899
00:28:06,482 --> 00:28:07,948
I'll be training you on the window.
900
00:28:07,950 --> 00:28:09,082
Okay.
901
00:28:09,084 --> 00:28:11,818
This is our lovely,
little, old computer.
902
00:28:11,820 --> 00:28:13,086
We literally have to squint
903
00:28:13,088 --> 00:28:15,489
to look at the print on it.
904
00:28:15,491 --> 00:28:16,556
Do they have new ones?
905
00:28:16,558 --> 00:28:17,724
At the other stores.
906
00:28:17,726 --> 00:28:19,559
We haven't got updated yet.
907
00:28:19,561 --> 00:28:20,894
Right off the bat,
908
00:28:20,896 --> 00:28:22,829
I see that the computer system
at this store
909
00:28:22,831 --> 00:28:24,131
is a 30-year-old system.
910
00:28:24,133 --> 00:28:25,232
So I need to make sure
911
00:28:25,234 --> 00:28:26,967
we get the new system in this store.
912
00:28:28,404 --> 00:28:29,903
Does that beep
mean there's a customer?
913
00:28:29,905 --> 00:28:31,238
Yes.
914
00:28:31,240 --> 00:28:33,440
What's the name on your order?
915
00:28:33,442 --> 00:28:35,008
- Baker.
- Baker?
916
00:28:35,010 --> 00:28:37,177
So you can look it up here on last name?
917
00:28:37,179 --> 00:28:38,845
- Yes.
- Okay.
918
00:28:38,847 --> 00:28:40,981
And then it tells you what it is?
919
00:28:47,288 --> 00:28:50,190
Thank you. Have a nice evening.
920
00:28:50,192 --> 00:28:51,725
And that's pretty much it.
921
00:28:52,795 --> 00:28:54,027
So do you want to try and do this one,
922
00:28:54,029 --> 00:28:55,028
or do you want me to show you
923
00:28:55,030 --> 00:28:56,063
how to do it again?
924
00:28:56,065 --> 00:28:57,030
I would like you to show me.
925
00:28:57,032 --> 00:28:58,131
I'm not ready.
926
00:28:58,133 --> 00:28:59,766
My first impression of Cathy
927
00:28:59,768 --> 00:29:01,802
is she's not very confident.
928
00:29:01,804 --> 00:29:03,303
Confidence is the key when it's coming
929
00:29:03,305 --> 00:29:05,172
to working in the restaurant business.
930
00:29:05,174 --> 00:29:06,173
What's the name on your order?
931
00:29:06,175 --> 00:29:07,274
Harris.
932
00:29:07,276 --> 00:29:08,275
Harris.
933
00:29:08,277 --> 00:29:10,077
So you keep pulling up this screen
934
00:29:10,079 --> 00:29:12,446
before you go to the screen
to put their name in?
935
00:29:12,448 --> 00:29:13,580
Yes.
936
00:29:13,582 --> 00:29:14,781
So a large thin pepperoni?
937
00:29:14,783 --> 00:29:16,249
Yes.
938
00:29:16,251 --> 00:29:18,552
Tangee's role is to train me today,
939
00:29:18,554 --> 00:29:20,420
and I'm kind of just standing here.
940
00:29:20,422 --> 00:29:22,522
I have no idea what's going on.
941
00:29:22,524 --> 00:29:24,024
How do you know that's their order?
942
00:29:24,026 --> 00:29:25,792
Because it has a ticket
with their name on it.
943
00:29:25,794 --> 00:29:26,994
Okay.
944
00:29:26,996 --> 00:29:29,096
And here's your entire order.
There you go.
945
00:29:29,098 --> 00:29:31,131
I have to keep
asking for information,
946
00:29:31,133 --> 00:29:33,800
instead of her explaining it to me.
947
00:29:33,802 --> 00:29:35,569
So it's frustrating me a little bit.
948
00:29:35,571 --> 00:29:38,038
So it says,
"thank the customer by name."
949
00:29:38,040 --> 00:29:39,940
- Yeah.
- Okay.
950
00:29:39,942 --> 00:29:42,576
$3.96 is your change.
951
00:29:42,578 --> 00:29:45,078
Give me just a quick second
for that, okay?
952
00:29:45,080 --> 00:29:47,481
You don't want to thank them
by their name here?
953
00:29:47,483 --> 00:29:48,482
We do.
954
00:29:48,484 --> 00:29:49,649
At the same time we don't,
955
00:29:49,651 --> 00:29:50,917
if it makes any sense.
956
00:29:50,919 --> 00:29:52,285
What worries me,
957
00:29:52,287 --> 00:29:55,155
if Tangee were to train
our new pickup window person,
958
00:29:55,157 --> 00:29:57,290
obviously, that person's
gonna be confused.
959
00:29:57,292 --> 00:29:59,126
You think you could
probably do it next time?
960
00:29:59,128 --> 00:30:00,260
No.
961
00:30:00,262 --> 00:30:02,362
Cathy's not wanting to do it.
962
00:30:02,364 --> 00:30:05,065
She's not wanting to attempt to do it.
963
00:30:05,067 --> 00:30:06,633
It's pretty much all
just watching me do it.
964
00:30:06,635 --> 00:30:07,701
How did you learn?
965
00:30:07,703 --> 00:30:09,136
Just watching and doing.
966
00:30:09,138 --> 00:30:10,537
Really?
967
00:30:10,539 --> 00:30:13,874
I'm hoping she grows a pair
so she can do this.
968
00:30:13,876 --> 00:30:16,777
Thank you. Have a nice day.
969
00:30:16,779 --> 00:30:19,179
This is actually the easiest thing here.
970
00:30:19,181 --> 00:30:20,614
The phones are a lot harder.
971
00:30:20,616 --> 00:30:22,416
Good thing I don't have to be
trained on anything else, huh?
972
00:30:22,418 --> 00:30:24,684
Yeah.
973
00:30:24,686 --> 00:30:26,286
What's the name on your order?
974
00:30:26,288 --> 00:30:27,220
Norris.
975
00:30:27,222 --> 00:30:28,422
Tangee interacts
976
00:30:28,424 --> 00:30:29,589
with the guests very well.
977
00:30:29,591 --> 00:30:31,124
She opens the window immediately.
978
00:30:31,126 --> 00:30:33,326
She checks the order
to make sure it's right.
979
00:30:33,328 --> 00:30:35,228
A coupon? Ooh, yay.
980
00:30:35,230 --> 00:30:36,997
So I know she's capable of it,
981
00:30:36,999 --> 00:30:38,665
'cause I can see her do it
with the guests.
982
00:30:38,667 --> 00:30:40,667
Then there you go.
983
00:30:40,669 --> 00:30:43,170
Thank you. Have a nice day.
984
00:30:43,172 --> 00:30:45,338
What I'm not feeling from Tangee
985
00:30:45,340 --> 00:30:48,475
is a sense of warmth and family
about this restaurant,
986
00:30:48,477 --> 00:30:51,645
and maybe she's not feeling that within.
987
00:30:51,647 --> 00:30:54,347
So I was curious
a little bit more about you.
988
00:30:54,349 --> 00:30:56,316
Like, you don't feel like to me,
989
00:30:56,318 --> 00:30:58,985
like you really love what you do.
990
00:30:58,987 --> 00:31:00,387
This isn't something
991
00:31:00,389 --> 00:31:03,356
I want to do 10, 20 years down the road.
992
00:31:03,358 --> 00:31:04,424
Ah.
993
00:31:04,426 --> 00:31:06,560
I want to go into veterinary medicine,
994
00:31:06,562 --> 00:31:10,530
and I want to be able
to give back to my mother.
995
00:31:10,532 --> 00:31:12,599
Why? What about your mom?
996
00:31:12,601 --> 00:31:16,002
About a year ago, my mom
had a nasty divorce,
997
00:31:16,004 --> 00:31:19,106
which left us with nothing.
998
00:31:19,108 --> 00:31:20,240
It's just you and your mom?
999
00:31:20,242 --> 00:31:21,541
Yeah.
1000
00:31:21,543 --> 00:31:23,643
Have to live paycheck to paycheck
1001
00:31:23,645 --> 00:31:25,045
for both of us.
1002
00:31:25,047 --> 00:31:27,514
That's a lot of responsibility
you have at 19.
1003
00:31:27,516 --> 00:31:31,718
I've had to have it
since I was, like, 16.
1004
00:31:31,720 --> 00:31:33,453
Divorce is really hard.
1005
00:31:33,455 --> 00:31:35,155
And I think in relating with Tangee,
1006
00:31:35,157 --> 00:31:38,792
it's the put on a tough exterior
1007
00:31:38,794 --> 00:31:41,294
and maybe not always letting
people get to know you
1008
00:31:41,296 --> 00:31:43,130
because you don't want to get hurt.
1009
00:31:43,132 --> 00:31:45,632
About a year before the divorce,
1010
00:31:45,634 --> 00:31:47,367
I lost my grandmother too.
1011
00:31:47,369 --> 00:31:49,970
She helped raise me.
1012
00:31:49,972 --> 00:31:51,271
She was a good lady?
1013
00:31:51,273 --> 00:31:53,707
She really was.
1014
00:31:53,709 --> 00:31:55,876
I don't think Tangee knows
1015
00:31:55,878 --> 00:31:57,611
what family really feels like.
1016
00:31:57,613 --> 00:31:58,712
And I want to make sure
1017
00:31:58,714 --> 00:32:02,082
that when we have people in our store
1018
00:32:02,084 --> 00:32:03,383
like Tangee
1019
00:32:03,385 --> 00:32:05,385
that we have a better way to help them.
1020
00:32:05,387 --> 00:32:07,220
Because we believe that everyone
1021
00:32:07,222 --> 00:32:09,923
that's part of Donatos is family.
1022
00:32:09,925 --> 00:32:11,091
Have a good day.
1023
00:32:11,093 --> 00:32:12,592
Enjoy your cheese pizza.
1024
00:32:13,327 --> 00:32:14,561
Coming up,
1025
00:32:14,563 --> 00:32:16,196
the employees think
they're going to decide
1026
00:32:16,198 --> 00:32:18,098
whether or not Cathy deserves money
1027
00:32:18,100 --> 00:32:19,833
to start her own business.
1028
00:32:19,835 --> 00:32:20,901
How will they react
1029
00:32:20,903 --> 00:32:23,570
when the boss reveals her true identity?
1030
00:32:23,572 --> 00:32:25,906
I'm the chairwoman and owner of Donatos.
1031
00:32:25,908 --> 00:32:26,873
You're upset with me?
1032
00:32:26,875 --> 00:32:28,375
I'm very upset.
1033
00:32:39,192 --> 00:32:41,827
My week under cover has come to an end.
1034
00:32:41,829 --> 00:32:43,128
Cathy Cooper is finally gone,
1035
00:32:43,130 --> 00:32:46,264
and I'm back to being Jane Grote Abell.
1036
00:32:47,133 --> 00:32:48,767
Today my associates have been called
1037
00:32:48,769 --> 00:32:50,202
to a Donato's flagship restaurant.
1038
00:32:50,204 --> 00:32:51,903
They think they have been called here
1039
00:32:51,905 --> 00:32:53,705
to give feedback on whether or not
1040
00:32:53,707 --> 00:32:56,641
I deserve to win the money
to start my own business.
1041
00:32:56,643 --> 00:32:59,144
They have no idea why
they are really here.
1042
00:33:01,380 --> 00:33:03,248
- Hi.
- Hello.
1043
00:33:03,250 --> 00:33:05,117
So tell me how Cathy did.
1044
00:33:05,119 --> 00:33:06,485
She did okay.
1045
00:33:06,487 --> 00:33:08,053
She was scared.
1046
00:33:08,055 --> 00:33:09,688
Why do you think she was scared?
1047
00:33:09,690 --> 00:33:11,990
She was afraid she was gonna mess up.
1048
00:33:11,992 --> 00:33:13,492
Do you recognize me at all?
1049
00:33:13,494 --> 00:33:15,427
Cathy?
1050
00:33:15,429 --> 00:33:17,095
Your voice sounds familiar.
1051
00:33:17,097 --> 00:33:18,497
- It does?
- Yeah.
1052
00:33:18,499 --> 00:33:19,831
You're Jane Grote Abell.
1053
00:33:19,833 --> 00:33:20,999
I am.
1054
00:33:21,001 --> 00:33:22,300
Come again.
1055
00:33:22,302 --> 00:33:24,970
I'm the chairwoman and owner of Donatos.
1056
00:33:24,972 --> 00:33:26,238
Oh, wow, hi.
1057
00:33:26,240 --> 00:33:27,506
Oh.
1058
00:33:27,508 --> 00:33:30,175
- And I was Cathy.
- Oh, man, you were...
1059
00:33:30,177 --> 00:33:31,476
We are on Undercover Boss.
1060
00:33:31,478 --> 00:33:33,311
Oh, my God.
1061
00:33:33,313 --> 00:33:34,746
Okay.
1062
00:33:34,748 --> 00:33:36,781
Well, it's nice to meet you.
1063
00:33:36,783 --> 00:33:39,951
So, Aaron,
1064
00:33:39,953 --> 00:33:42,420
when you told me
you smoked pot on a job,
1065
00:33:42,422 --> 00:33:45,190
I've never been so angry in my life.
1066
00:33:45,192 --> 00:33:47,259
That's never happened
while I was working at Donatos.
1067
00:33:47,261 --> 00:33:50,829
You said you did it while
you at Donatos working.
1068
00:33:50,831 --> 00:33:52,297
A lot of people smoke pot,
1069
00:33:52,299 --> 00:33:54,733
and they will, like, invite me
1070
00:33:54,735 --> 00:33:55,901
to come in for a little bit,
1071
00:33:55,903 --> 00:33:57,903
and I'll kind of... indulge.
1072
00:34:00,606 --> 00:34:01,740
Are you upset with me?
1073
00:34:01,742 --> 00:34:03,074
I'm very upset.
1074
00:34:03,076 --> 00:34:05,076
I can't believe you would
1075
00:34:05,078 --> 00:34:06,845
in your Donatos uniform...
1076
00:34:06,847 --> 00:34:07,946
Yeah.
1077
00:34:07,948 --> 00:34:10,348
...ever make a decision
1078
00:34:10,350 --> 00:34:12,684
to do something that's illegal.
1079
00:34:12,686 --> 00:34:14,886
I apologize for that.
1080
00:34:14,888 --> 00:34:16,021
Well, you know,
1081
00:34:16,023 --> 00:34:18,256
I have to let you go
as a delivery driver.
1082
00:34:18,258 --> 00:34:19,824
Really?
1083
00:34:19,826 --> 00:34:21,693
But I want to make a deal with you,
1084
00:34:21,695 --> 00:34:24,563
because I do like you.
1085
00:34:24,565 --> 00:34:26,164
You do a lot of the right things.
1086
00:34:26,166 --> 00:34:27,299
You are.
1087
00:34:27,301 --> 00:34:28,600
You're fast on your feet,
1088
00:34:28,602 --> 00:34:30,635
and you are concerned
about checking the order,
1089
00:34:30,637 --> 00:34:32,137
and the importance of the customer,
1090
00:34:32,139 --> 00:34:34,573
and calling them by name
and engaging them.
1091
00:34:34,575 --> 00:34:37,809
So I'm gonna give you a second chance.
1092
00:34:39,145 --> 00:34:43,014
If you can take a drug test
in 30 days...
1093
00:34:43,016 --> 00:34:44,082
Okay.
1094
00:34:44,084 --> 00:34:45,984
You can come back and work
in the kitchen.
1095
00:34:45,986 --> 00:34:48,620
Wow, I really appreciate that.
1096
00:34:48,622 --> 00:34:52,757
All right, well, then we'll be in touch.
1097
00:34:52,759 --> 00:34:53,725
All right, great.
1098
00:34:53,727 --> 00:34:54,993
Jane could've fired me,
1099
00:34:54,995 --> 00:34:56,494
and I'm glad that
she's taking into account
1100
00:34:56,496 --> 00:34:57,596
all of the positives in me,
1101
00:34:57,598 --> 00:34:58,964
and I'm glad that she's giving me
1102
00:34:58,966 --> 00:35:00,332
the opportunity that she's giving me.
1103
00:35:00,334 --> 00:35:01,800
- Don't let me down.
- I won't.
1104
00:35:01,802 --> 00:35:03,735
- Don't let yourself down.
- I'm not gonna let you down.
1105
00:35:03,737 --> 00:35:05,971
I thank her for giving me
the chance that she's giving me,
1106
00:35:05,973 --> 00:35:08,506
and I think in the long run,
1107
00:35:08,508 --> 00:35:10,709
I'm gonna show her
how much I appreciate it.
1108
00:35:10,711 --> 00:35:15,046
Buffy, you did an outstanding job.
1109
00:35:15,048 --> 00:35:16,548
Every day I come in with the mind-set
1110
00:35:16,550 --> 00:35:18,416
that I'm gonna make
somebody's day better.
1111
00:35:18,418 --> 00:35:20,352
Everything you did embodies who we are.
1112
00:35:20,354 --> 00:35:22,187
- Over the top.
- Thank you.
1113
00:35:22,189 --> 00:35:25,523
I heard you talk about
our online ordering.
1114
00:35:25,525 --> 00:35:26,691
Yes, ma'am.
1115
00:35:26,693 --> 00:35:28,193
And how it can be cumbersome.
1116
00:35:28,195 --> 00:35:30,095
So I will fly you to Columbus
1117
00:35:30,097 --> 00:35:31,596
so that you can help us make sure
1118
00:35:31,598 --> 00:35:33,164
we've got a user-friendly
system in the stores.
1119
00:35:33,166 --> 00:35:34,399
Oh, wow, okay, great.
1120
00:35:34,401 --> 00:35:35,834
Because I think you had
a lot of great ideas.
1121
00:35:35,836 --> 00:35:36,801
Thank you.
1122
00:35:36,803 --> 00:35:39,337
So one other thing.
1123
00:35:43,976 --> 00:35:46,011
You're gonna be a general manager.
1124
00:35:46,013 --> 00:35:47,012
Are you kidding me?
1125
00:35:47,014 --> 00:35:47,979
Congratulations.
1126
00:35:47,981 --> 00:35:49,347
Oh, my God. Thank you so much.
1127
00:35:49,349 --> 00:35:50,482
Thank you.
1128
00:35:50,484 --> 00:35:51,983
Am I allowed to get up
and give you a hug?
1129
00:35:51,985 --> 00:35:53,551
You are. Absolutely.
1130
00:35:53,553 --> 00:35:55,120
Thank you so much.
1131
00:35:55,122 --> 00:35:56,154
You're welcome.
1132
00:35:56,156 --> 00:35:57,889
Oh, my God. That's so amazing.
1133
00:35:57,891 --> 00:35:59,291
I'm excited about it.
1134
00:35:59,293 --> 00:36:02,060
Also, you will get a $17,000 raise.
1135
00:36:02,062 --> 00:36:03,728
Oh, my God. Oh, my God.
1136
00:36:03,730 --> 00:36:05,096
I don't even know what to say.
1137
00:36:05,098 --> 00:36:06,431
Thank you so much.
1138
00:36:06,433 --> 00:36:07,932
You have no idea.
1139
00:36:07,934 --> 00:36:09,200
Thank you.
1140
00:36:09,202 --> 00:36:10,402
You guys have been so good to me
1141
00:36:10,404 --> 00:36:12,737
from the beginning, and I can't...
1142
00:36:12,739 --> 00:36:14,939
I can't even imagine
that there was more,
1143
00:36:14,941 --> 00:36:16,541
but thank you so much.
1144
00:36:16,543 --> 00:36:20,145
This is... this is really awesome.
1145
00:36:20,147 --> 00:36:21,780
Thank you.
1146
00:36:21,782 --> 00:36:22,981
I know things have been hard.
1147
00:36:22,983 --> 00:36:24,249
Yes, ma'am.
1148
00:36:24,251 --> 00:36:25,650
And you haven't been able
to see your children
1149
00:36:25,652 --> 00:36:26,985
like you would like.
1150
00:36:26,987 --> 00:36:29,821
So I want to give you $40,000
1151
00:36:29,823 --> 00:36:33,692
so you can help send them to college.
1152
00:36:33,694 --> 00:36:36,728
Thank you so much. Thank you so much.
1153
00:36:36,730 --> 00:36:38,163
That's amazing.
1154
00:36:38,165 --> 00:36:40,165
You're very welcome.
1155
00:36:40,167 --> 00:36:41,333
They're wonderful kids,
1156
00:36:41,335 --> 00:36:44,336
and they're all gonna do great things.
1157
00:36:44,338 --> 00:36:46,338
They are.
1158
00:36:46,340 --> 00:36:47,839
Wow.
1159
00:36:47,841 --> 00:36:51,142
I'm sorry.
1160
00:36:51,144 --> 00:36:52,844
I also want you to know
1161
00:36:52,846 --> 00:36:54,979
that for you personally,
1162
00:36:54,981 --> 00:36:57,315
I want to give you $30,000...
1163
00:36:57,317 --> 00:36:58,550
Oh, my God.
1164
00:36:58,552 --> 00:37:01,920
...So you can have a place closer to work
1165
00:37:01,922 --> 00:37:03,121
with your new job.
1166
00:37:03,123 --> 00:37:04,289
Oh, my God.
1167
00:37:04,291 --> 00:37:05,590
Thank you so much.
1168
00:37:05,592 --> 00:37:06,958
For the first time in a long time,
1169
00:37:06,960 --> 00:37:08,693
I can just breathe.
1170
00:37:08,695 --> 00:37:10,895
This is... this is amazing.
1171
00:37:10,897 --> 00:37:12,397
This is awesome.
1172
00:37:12,399 --> 00:37:13,531
Give me a hug.
1173
00:37:13,533 --> 00:37:15,600
Thank you so much.
1174
00:37:15,602 --> 00:37:17,769
I can't even describe, like,
1175
00:37:17,771 --> 00:37:19,137
how much my life has just changed
1176
00:37:19,139 --> 00:37:20,472
in the last 15 minutes.
1177
00:37:20,474 --> 00:37:22,407
This is absolutely overwhelming.
1178
00:37:24,377 --> 00:37:26,478
This is the stuff
that dreams are made of.
1179
00:37:26,480 --> 00:37:27,779
All of my financial issues
1180
00:37:27,781 --> 00:37:30,315
and everything that I stay
up nights worrying about
1181
00:37:30,317 --> 00:37:31,616
are just gone.
1182
00:37:31,618 --> 00:37:33,118
I feel like this is really gonna be
1183
00:37:33,120 --> 00:37:35,453
the beginning of something fantastic.
1184
00:37:35,455 --> 00:37:36,721
Tangee,
1185
00:37:36,723 --> 00:37:38,256
at very first, it was really hard
1186
00:37:38,258 --> 00:37:39,824
for me to get to know you.
1187
00:37:39,826 --> 00:37:41,793
The past with me
by experience with people,
1188
00:37:41,795 --> 00:37:43,495
it's hard for me to come out.
1189
00:37:43,497 --> 00:37:45,897
And I appreciate you
opening up to me personally.
1190
00:37:45,899 --> 00:37:48,166
And I appreciate how hard you work.
1191
00:37:48,168 --> 00:37:49,801
And while I was working with you
1192
00:37:49,803 --> 00:37:52,537
on that clunky system that we have...
1193
00:37:52,539 --> 00:37:53,872
It's old.
1194
00:37:53,874 --> 00:37:56,608
So we're not only gonna put
the new computer system
1195
00:37:56,610 --> 00:37:57,942
in your store immediately,
1196
00:37:57,944 --> 00:37:59,778
but we're gonna roll it out
to the whole company.
1197
00:37:59,780 --> 00:38:01,546
Thank you.
1198
00:38:01,548 --> 00:38:06,117
I think it would be a really
big improvement for us.
1199
00:38:06,119 --> 00:38:07,485
As we were in the dining room,
1200
00:38:07,487 --> 00:38:09,187
I just... I want to let you know
1201
00:38:09,189 --> 00:38:10,989
how much I appreciate you
1202
00:38:10,991 --> 00:38:14,025
opening up about your personal life.
1203
00:38:14,027 --> 00:38:15,427
You're a young lady
1204
00:38:15,429 --> 00:38:19,097
who has faced a lot
of challenges in life,
1205
00:38:19,099 --> 00:38:20,932
and you're helping your mom,
1206
00:38:20,934 --> 00:38:22,600
and you're working hard.
1207
00:38:22,602 --> 00:38:24,002
It's hard sometimes, though,
1208
00:38:24,004 --> 00:38:27,672
with all of the stuff that
you have on your shoulders,
1209
00:38:27,674 --> 00:38:29,774
you never get a chance
to be a kid, and...
1210
00:38:29,776 --> 00:38:32,544
I don't.
1211
00:38:32,546 --> 00:38:34,279
I want you to be a kid.
1212
00:38:34,281 --> 00:38:36,114
I want you to have fun.
1213
00:38:36,116 --> 00:38:37,916
So I would like to pay
1214
00:38:37,918 --> 00:38:40,318
for you and your mom to take a vacation.
1215
00:38:55,167 --> 00:38:56,534
Do you think your mom would like it?
1216
00:38:56,536 --> 00:38:58,703
I think she needs it more
1217
00:38:58,705 --> 00:39:02,640
than what anybody ever would.
1218
00:39:03,776 --> 00:39:05,810
I think you deserve it too.
1219
00:39:05,812 --> 00:39:09,047
The other thing we're gonna do...
1220
00:39:09,049 --> 00:39:10,915
I would like to pay your bills
1221
00:39:10,917 --> 00:39:13,685
and your mom's bills for one year.
1222
00:39:21,594 --> 00:39:23,761
I can help my mom out.
1223
00:39:23,763 --> 00:39:25,563
We can even be able
1224
00:39:25,565 --> 00:39:28,466
to probably pay my tuition for me.
1225
00:39:28,468 --> 00:39:32,504
Well, we are actually
gonna give you $10,000
1226
00:39:32,506 --> 00:39:37,075
to pay for your tuition to go to school.
1227
00:39:37,077 --> 00:39:38,643
Oh, my God.
1228
00:39:38,645 --> 00:39:40,178
What do you think?
1229
00:39:40,180 --> 00:39:41,880
That's awesome.
1230
00:39:41,882 --> 00:39:43,748
Thank you.
1231
00:39:45,051 --> 00:39:46,584
I want to hug you.
1232
00:39:46,586 --> 00:39:48,953
Thank you.
1233
00:39:50,357 --> 00:39:52,123
Thank you.
1234
00:39:52,125 --> 00:39:54,092
Oh, my God.
1235
00:39:54,094 --> 00:39:55,727
She changed my life.
1236
00:39:55,729 --> 00:39:58,630
She...
1237
00:39:58,632 --> 00:40:00,298
I'm proud of you.
1238
00:40:00,300 --> 00:40:01,766
I didn't think I would ever have
1239
00:40:01,768 --> 00:40:04,903
anything like this ever happen to me.
1240
00:40:04,905 --> 00:40:06,538
It feels great.
1241
00:40:06,540 --> 00:40:09,574
It feels wonderful.
1242
00:40:09,576 --> 00:40:11,376
Kanisha,
1243
00:40:11,378 --> 00:40:12,911
you are an incredible young lady.
1244
00:40:12,913 --> 00:40:13,845
Oh, thank you.
1245
00:40:13,847 --> 00:40:15,079
And you did a great job training me.
1246
00:40:15,081 --> 00:40:16,080
Thank you.
1247
00:40:16,082 --> 00:40:17,115
So one of the things
1248
00:40:17,117 --> 00:40:18,783
you talked to me about was your brother.
1249
00:40:18,785 --> 00:40:19,784
Yeah.
1250
00:40:19,786 --> 00:40:22,053
My baby brother passed away.
1251
00:40:22,055 --> 00:40:23,688
This is why I wear the green band.
1252
00:40:23,690 --> 00:40:25,056
It says "donate life,"
1253
00:40:25,058 --> 00:40:27,125
because we donated his organs.
1254
00:40:27,127 --> 00:40:31,729
So I want to sell the
wristbands in our stores,
1255
00:40:31,731 --> 00:40:33,765
and we're gonna have a collection
1256
00:40:33,767 --> 00:40:35,199
with your brother's name on it,
1257
00:40:35,201 --> 00:40:37,435
so we can give to Donate For Life.
1258
00:40:37,437 --> 00:40:39,103
I'm sorry.
1259
00:40:39,105 --> 00:40:40,471
Okay?
1260
00:40:41,941 --> 00:40:43,942
I'm sorry.
1261
00:40:51,617 --> 00:40:53,117
I know my brother would like that,
1262
00:40:53,119 --> 00:40:54,786
and it's just kind of, like,
1263
00:40:54,788 --> 00:40:55,954
one of the things that I'm afraid of
1264
00:40:55,956 --> 00:40:58,823
is maybe that people
will forget about him,
1265
00:40:58,825 --> 00:40:59,991
maybe his memory,
1266
00:40:59,993 --> 00:41:01,459
and I just feel, like,
1267
00:41:01,461 --> 00:41:04,829
that would make it even
better and bigger.
1268
00:41:04,831 --> 00:41:07,365
I really do appreciate that.
1269
00:41:07,367 --> 00:41:09,000
Well, finally,
1270
00:41:09,002 --> 00:41:12,136
because I know that
you've overcome so much,
1271
00:41:12,138 --> 00:41:14,706
and you chose to take
a really good path in life
1272
00:41:14,708 --> 00:41:17,609
by continuing your education,
1273
00:41:17,611 --> 00:41:19,978
I want to give you $50,000...
1274
00:41:23,315 --> 00:41:25,316
so that you can enjoy life
1275
00:41:25,318 --> 00:41:27,919
and really focus on your future.
1276
00:41:32,891 --> 00:41:34,559
I'm sorry.
1277
00:41:36,528 --> 00:41:38,763
I think it's just 'cause
1278
00:41:38,765 --> 00:41:40,832
I've never had someone be so nice to me.
1279
00:41:40,834 --> 00:41:43,735
I really... I really,
really appreciate that.
1280
00:41:43,737 --> 00:41:44,802
Thank you.
1281
00:41:44,804 --> 00:41:46,671
I'm just really... I'm really grateful.
1282
00:41:46,673 --> 00:41:48,172
- Oh, man!
- Give me a hug.
1283
00:41:48,174 --> 00:41:49,307
That was, like,
1284
00:41:49,309 --> 00:41:52,377
definitely the biggest
surprise of my life.
1285
00:41:52,379 --> 00:41:53,845
You just made my life a lot easier.
1286
00:41:53,847 --> 00:41:54,779
Good.
1287
00:41:54,781 --> 00:41:55,847
Honestly,
1288
00:41:55,849 --> 00:41:57,248
it makes me really happy.
1289
00:41:57,250 --> 00:41:59,417
I feel like I can really focus on school
1290
00:41:59,419 --> 00:42:01,986
and keep striving
to make my dreams come true.
1291
00:42:01,988 --> 00:42:03,588
This won't just affect me today
1292
00:42:03,590 --> 00:42:04,822
or affect me working at Donatos.
1293
00:42:04,824 --> 00:42:06,290
It affects the rest of my life.
1294
00:42:26,616 --> 00:42:46,616
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