00:00:00,000 --> 00:00:04,162 Translated By The Community Of WWW.MY-SUBS.COM 1 00:00:06,402 --> 00:00:10,338 Since premiering to nearly 40 million viewers in 2010, 2 00:00:10,340 --> 00:00:11,673 more than 70 bosses... 3 00:00:11,675 --> 00:00:12,974 Ow, my God. 4 00:00:12,976 --> 00:00:15,243 Have posed as subjects on a fake show 5 00:00:15,245 --> 00:00:17,946 to get honest feedback from their employees. 6 00:00:17,948 --> 00:00:19,447 All right. 7 00:00:19,449 --> 00:00:20,949 It's been shocking... 8 00:00:21,952 --> 00:00:23,184 A lot of people smoke pot. 9 00:00:23,186 --> 00:00:24,652 It's been challenging. 10 00:00:24,654 --> 00:00:27,121 It's not the homeowner's fault that I get paid peanuts. 11 00:00:27,123 --> 00:00:29,490 But it's inspired them to change 12 00:00:29,492 --> 00:00:31,059 their employees' lives forever. 13 00:00:31,061 --> 00:00:35,096 I've decided to invest around $3 million because of you. 14 00:00:35,098 --> 00:00:36,664 Thank you. 15 00:00:36,666 --> 00:00:38,066 For real? Like, this is real? 16 00:00:38,068 --> 00:00:39,567 Without a doubt. 17 00:00:39,569 --> 00:00:42,036 I am going to give you your own store. 18 00:00:42,038 --> 00:00:43,137 Yay! 19 00:00:43,139 --> 00:00:45,039 Probably the best thing somebody ever did for me. 20 00:00:45,041 --> 00:00:48,175 I have a check for $250,000. 21 00:00:48,177 --> 00:00:50,211 Oh, my God. 22 00:00:50,213 --> 00:00:52,813 Tonight, the latest boss to step into the ring, 23 00:00:52,815 --> 00:00:54,181 is Jessica Herrin. 24 00:00:54,183 --> 00:00:55,182 Hi, I'm Nicole. 25 00:00:55,184 --> 00:00:56,717 Stranger danger. 26 00:00:56,719 --> 00:01:00,021 The founder and CEO of jewelry and accessories giant 27 00:01:00,023 --> 00:01:03,124 Stella and Dot. 28 00:01:03,126 --> 00:01:04,558 While going undercover... 29 00:01:04,560 --> 00:01:06,060 Hello, I'm here to see Maria. 30 00:01:06,062 --> 00:01:07,061 Hi. 31 00:01:07,063 --> 00:01:09,063 - She looks like a Barbie. - Uh-oh. 32 00:01:09,065 --> 00:01:11,232 This self-made success story... 33 00:01:11,234 --> 00:01:13,968 Oh, I almost gave somebody the wrong item. 34 00:01:13,970 --> 00:01:16,303 Take your time. 35 00:01:16,305 --> 00:01:18,239 will find diamonds in the rough. 36 00:01:18,241 --> 00:01:20,407 I'm very, very grateful for what I'm blessed with. 37 00:01:20,409 --> 00:01:21,876 And you have to be that way. 38 00:01:21,878 --> 00:01:24,645 What happens when this hard-charging business woman 39 00:01:24,647 --> 00:01:26,580 finds some sting behind her bling? 40 00:01:26,582 --> 00:01:30,217 I sometimes feel like, with the executive team, 41 00:01:30,219 --> 00:01:32,019 like, if I went to my team meeting 42 00:01:32,021 --> 00:01:33,320 and just talked about myself... 43 00:01:33,322 --> 00:01:34,788 Is that how it feels? 44 00:01:34,790 --> 00:01:36,056 I mean, I'll be honest. I don't think you've ever 45 00:01:36,058 --> 00:01:39,093 asked me a personal question. 46 00:01:39,095 --> 00:01:41,228 Find out next... 47 00:01:41,230 --> 00:01:42,996 on Undercover Boss. 48 00:01:54,212 --> 00:01:56,647 Headquartered in San Francisco, California, 49 00:01:56,649 --> 00:01:59,816 and with its design center in New York City, 50 00:01:59,818 --> 00:02:03,053 Stella and Dot jewelry and accessories are in high demand, 51 00:02:03,055 --> 00:02:05,956 from the girl next door to Hollywood's elite, 52 00:02:05,958 --> 00:02:08,358 making it one of the largest direct sales companies 53 00:02:08,360 --> 00:02:09,860 in the world. 54 00:02:09,862 --> 00:02:12,696 Leading this $220 million a year business 55 00:02:12,698 --> 00:02:15,832 and its 30,00 sales people across the globe 56 00:02:15,834 --> 00:02:17,033 is one woman. 57 00:02:17,035 --> 00:02:19,703 I'm Jessica Herrin, the CEO and founder 58 00:02:19,705 --> 00:02:21,037 of Stella and Dot. 59 00:02:21,039 --> 00:02:22,038 Hi! How are you guys? 60 00:02:22,040 --> 00:02:23,506 Thanks for having us. 61 00:02:23,508 --> 00:02:27,043 At Stella and Dot, our mission focuses on reinventing 62 00:02:27,045 --> 00:02:30,080 flexible business opportunities for the modern woman. 63 00:02:30,082 --> 00:02:32,182 Oh, my God, I can't wait to show you everything. 64 00:02:32,184 --> 00:02:35,151 Our independent business owners sells our jewelry online 65 00:02:35,153 --> 00:02:36,553 and in homes. 66 00:02:36,555 --> 00:02:38,188 It's not like a retail store, where it's locked up 67 00:02:38,190 --> 00:02:39,422 in a glass case. 68 00:02:39,424 --> 00:02:40,723 I love it. 69 00:02:40,725 --> 00:02:42,058 You recently turned 40 and already, 70 00:02:42,060 --> 00:02:44,761 you're heading a company that's $200 million. 71 00:02:44,763 --> 00:02:46,262 Yes, this decade's going to be awesome. 72 00:02:46,264 --> 00:02:49,265 Fashion accessories is an incredibly big business. 73 00:02:49,267 --> 00:02:51,267 When you look at Europe and the U.S. combined, 74 00:02:51,269 --> 00:02:55,004 it's a $60 billion industry. 75 00:02:55,006 --> 00:02:57,106 I grew up in Southern California 76 00:02:57,108 --> 00:02:59,142 and I was mostly raised by my dad 77 00:02:59,144 --> 00:03:00,710 because my parents got divorced when I was young. 78 00:03:00,712 --> 00:03:03,212 I never had the pressure from my dad 79 00:03:03,214 --> 00:03:06,482 to be something different than what I really wanted to be. 80 00:03:06,484 --> 00:03:10,620 And that gave me the confidence to go out 81 00:03:10,622 --> 00:03:13,856 and try really different, unexpected things. 82 00:03:13,858 --> 00:03:16,125 Out of high school, I went to Stanford, 83 00:03:16,127 --> 00:03:18,094 where I paid my way through school 84 00:03:18,096 --> 00:03:21,097 with a degree in Economics. 85 00:03:21,099 --> 00:03:25,067 After working in technology, I went back to school 86 00:03:25,069 --> 00:03:27,603 at the Stanford Graduate School of Business. 87 00:03:27,605 --> 00:03:29,739 But I dropped out of Stanford Business School 88 00:03:29,741 --> 00:03:34,176 to co-found the company that became weddingchannel.com. 89 00:03:34,178 --> 00:03:36,379 A lot of people said to me, you're crazy, 90 00:03:36,381 --> 00:03:38,481 except for my dad, who said to me, 91 00:03:38,483 --> 00:03:40,449 "Getting into Stanford Business School, that's good, 92 00:03:40,451 --> 00:03:44,220 but dropping out! Now I'm really proud." 93 00:03:44,222 --> 00:03:47,022 The company went on to be acquired by a public company. 94 00:03:47,024 --> 00:03:48,891 And after that, so many women reached out to me 95 00:03:48,893 --> 00:03:50,893 and said, "I want to do what you do. 96 00:03:50,895 --> 00:03:52,995 I want to start a business. I want to be an entrepreneur." 97 00:03:52,997 --> 00:03:54,730 But I, in fact, was thinking, 98 00:03:54,732 --> 00:03:57,233 I'm not even sure I want to do what I'm doing, 99 00:03:57,235 --> 00:04:01,303 as I thought about the next phase in my life. 100 00:04:01,305 --> 00:04:03,572 So I asked myself the question, 101 00:04:03,574 --> 00:04:07,076 could I have a business that would enable 102 00:04:07,078 --> 00:04:11,013 flexible, smart entrepreneurship as I became a mother. 103 00:04:11,015 --> 00:04:13,582 There are home-based businesses for women, 104 00:04:13,584 --> 00:04:16,218 but they feel like they were built for the 1950s housewife. 105 00:04:16,220 --> 00:04:17,553 So I wanted to create it. 106 00:04:17,555 --> 00:04:22,891 And that began the journey of what is today Stella and Dot. 107 00:04:22,893 --> 00:04:25,394 I started this company when I was pregnant 108 00:04:25,396 --> 00:04:27,296 with my first daughter. 109 00:04:27,298 --> 00:04:28,730 It seemed crazy. 110 00:04:28,732 --> 00:04:32,034 I was an E-commerce and technology entrepreneur, 111 00:04:32,036 --> 00:04:34,536 who suddenly started making jewelry in my living room, 112 00:04:34,538 --> 00:04:37,172 and people thought I had lost it. 113 00:04:37,174 --> 00:04:39,708 But I've always believed that Stella and Dot 114 00:04:39,710 --> 00:04:43,645 was a billion dollar global brand in the making. 115 00:04:43,647 --> 00:04:46,381 Since Stella and Dot started in my living room 116 00:04:46,383 --> 00:04:49,084 almost ten years ago, we've now gone out 117 00:04:49,086 --> 00:04:51,920 to over 30,000 independent entrepreneurs, 118 00:04:51,922 --> 00:04:54,723 where they're now running their businesses in their home 119 00:04:54,725 --> 00:04:56,158 in six different countries. 120 00:04:56,160 --> 00:04:58,193 And most importantly, 121 00:04:58,195 --> 00:05:02,130 they've earned over $200 million in commission. 122 00:05:02,132 --> 00:05:04,733 But now, we're expanding into fashion accessories 123 00:05:04,735 --> 00:05:06,401 and into skin care. 124 00:05:06,403 --> 00:05:10,105 So our mission is to broaden our impact 125 00:05:10,107 --> 00:05:11,973 by creating a family of brands. 126 00:05:11,975 --> 00:05:13,274 This color is gorgeous, 127 00:05:13,276 --> 00:05:17,312 but I think the blue is gonna be a lot more commercial. 128 00:05:17,314 --> 00:05:21,316 My team would probably describe me as passionate but tough. 129 00:05:21,318 --> 00:05:22,417 There's a lot of gold. 130 00:05:22,419 --> 00:05:24,352 I've set a high bar for myself 131 00:05:24,354 --> 00:05:26,888 and for everyone that works at Stella and Dot. 132 00:05:26,890 --> 00:05:28,556 What else do we have for the everyday? 133 00:05:28,558 --> 00:05:31,960 I've never really had the thought process to say, 134 00:05:31,962 --> 00:05:33,895 I can do anything a man can do. 135 00:05:33,897 --> 00:05:36,364 I've just always thought, I can do anything. 136 00:05:36,366 --> 00:05:38,733 3/4 cup, right there. 137 00:05:38,735 --> 00:05:39,968 No, we need granulated sugar. 138 00:05:39,970 --> 00:05:41,336 Wait, will you come up here? 139 00:05:41,338 --> 00:05:43,471 I met my husband, Chad, right out of college. 140 00:05:43,473 --> 00:05:45,673 We were both young and at our first job. 141 00:05:45,675 --> 00:05:47,075 Here's the white sugar. 142 00:05:47,077 --> 00:05:48,376 That's powdered. 143 00:05:48,378 --> 00:05:49,344 We need the regular. 144 00:05:49,346 --> 00:05:50,845 Oh, oops. 145 00:05:50,847 --> 00:05:51,913 We have two daughters. 146 00:05:51,915 --> 00:05:53,815 Charlotte, who's now ten years old, 147 00:05:53,817 --> 00:05:56,084 and her little sister, Tatum, who's eight. 148 00:05:56,086 --> 00:05:58,085 Want to crack our two eggs into here? 149 00:05:58,087 --> 00:06:01,222 To be a good mother and to be a good CEO 150 00:06:01,224 --> 00:06:02,790 means a lot of trade-offs. 151 00:06:02,792 --> 00:06:04,692 It sometimes meant ordering pizza 152 00:06:04,694 --> 00:06:06,627 because I was actually playing with my kids 153 00:06:06,629 --> 00:06:08,930 instead of cooking a three-course meal. 154 00:06:08,932 --> 00:06:11,065 So my partnership with my husband 155 00:06:11,067 --> 00:06:14,035 really works for our family. 156 00:06:14,037 --> 00:06:16,570 Hey, Mom. We're undercover sisters. 157 00:06:16,572 --> 00:06:18,339 You're undercover? 158 00:06:18,341 --> 00:06:21,842 I love working and I love being a mom, 159 00:06:21,844 --> 00:06:24,545 but I do believe they can very happily co-exist. 160 00:06:24,547 --> 00:06:26,080 Let me see your outfit. 161 00:06:26,082 --> 00:06:29,550 I'm so proud of being a provider for my family. 162 00:06:29,552 --> 00:06:30,918 It's not believable, guys. 163 00:06:30,920 --> 00:06:32,620 F-minus, F-minus. 164 00:06:32,622 --> 00:06:35,523 And I love that my girls have an example 165 00:06:35,525 --> 00:06:39,126 of a strong modern woman. 166 00:06:39,128 --> 00:06:41,028 It's time to transform. 167 00:06:41,030 --> 00:06:43,230 I've got to look completely different than this, 168 00:06:43,232 --> 00:06:44,665 so I'm thinking blonde. 169 00:06:44,667 --> 00:06:46,567 After being an E-commerce entrepreneur, 170 00:06:46,569 --> 00:06:50,070 I knew that commercial success wasn't enough. 171 00:06:50,072 --> 00:06:51,805 It's not just about running a business. 172 00:06:51,807 --> 00:06:54,675 It's about giving women an opportunity 173 00:06:54,677 --> 00:06:56,310 to live their best life. 174 00:06:56,312 --> 00:06:57,511 I have brown eyes. 175 00:06:57,513 --> 00:06:58,879 And I want to make sure that the mission 176 00:06:58,881 --> 00:07:01,548 and the soul of Stella and Dot is still felt 177 00:07:01,550 --> 00:07:04,751 by every team member. 178 00:07:04,753 --> 00:07:07,921 While undercover, I'll be posing as Nicole Ozie. 179 00:07:07,923 --> 00:07:10,824 My employees will think I'm on a fake reality TV show 180 00:07:10,826 --> 00:07:12,793 to get money to start my new business. 181 00:07:12,795 --> 00:07:16,029 Okay, I think we're ready to go. 182 00:07:18,566 --> 00:07:20,567 Ripping out the pages. 183 00:07:27,443 --> 00:07:28,775 Hi, I'm Nicole. 184 00:07:28,777 --> 00:07:30,343 Stranger danger. 185 00:07:30,345 --> 00:07:33,313 Stranger danger. 186 00:07:33,315 --> 00:07:34,347 I'm gonna miss you. 187 00:07:34,349 --> 00:07:35,649 We're gonna miss you, too. 188 00:07:35,651 --> 00:07:39,352 I believe I have a very detailed knowledge of our business. 189 00:07:39,354 --> 00:07:41,521 But I hope to find what I'm missing. 190 00:07:41,523 --> 00:07:45,058 Everybody has a blind spot and I want to go find mine. 191 00:07:45,060 --> 00:07:46,092 Bye. 192 00:07:46,094 --> 00:07:47,327 See you soon. 193 00:07:47,329 --> 00:07:48,328 Bye, Mommy. 194 00:07:48,330 --> 00:07:49,329 Bye. 195 00:07:52,034 --> 00:07:54,067 Today, I'm going into our distribution center 196 00:07:54,069 --> 00:07:56,736 in Groveport, Ohio, and I'm going to be a picker. 197 00:07:58,239 --> 00:08:00,607 A picker is the person who gets the order 198 00:08:00,609 --> 00:08:02,909 and goes to the shelves where the product is stored, 199 00:08:02,911 --> 00:08:05,311 puts it in the box, and gets it ready to be packed. 200 00:08:05,313 --> 00:08:06,479 I'm here to see Tyler. 201 00:08:06,481 --> 00:08:08,515 Picking it right and fast is really important 202 00:08:08,517 --> 00:08:10,016 because our promise to the customer 203 00:08:10,018 --> 00:08:12,051 is getting it there very quickly. 204 00:08:12,053 --> 00:08:14,888 I want to see an operation that's clean, efficient, safe, 205 00:08:14,890 --> 00:08:17,457 and well-organized for customer delivery. 206 00:08:17,459 --> 00:08:18,858 Hi. 207 00:08:18,860 --> 00:08:20,159 - Hello. - I'm Nicole. 208 00:08:20,161 --> 00:08:21,327 Tyler. It's nice to meet you. 209 00:08:21,329 --> 00:08:24,530 I'm gonna be your instructor today. 210 00:08:25,566 --> 00:08:27,300 Nicole, she was a very beautiful woman. 211 00:08:27,302 --> 00:08:28,968 First thing I noticed was her bright blonde hair. 212 00:08:28,970 --> 00:08:32,538 I loved it. It was really cute. 213 00:08:32,540 --> 00:08:35,708 So basically, picking... it's a lot like grocery shopping. 214 00:08:35,710 --> 00:08:36,876 That I've done. 215 00:08:36,878 --> 00:08:38,344 Yeah, most people have. 216 00:08:38,346 --> 00:08:40,279 So we'll get you a Gladiator. 217 00:08:40,281 --> 00:08:42,815 We got one, actually right here, for you. 218 00:08:42,817 --> 00:08:45,284 And the Gladiator will basically tell you, like, a list. 219 00:08:45,286 --> 00:08:47,053 And we'll fulfill that shopping list 220 00:08:47,055 --> 00:08:48,187 for somebody that ordered it. 221 00:08:48,189 --> 00:08:49,889 And after that, we'll drop it off in Packing, 222 00:08:49,891 --> 00:08:51,691 which we'll do a little bit of that later. 223 00:08:51,693 --> 00:08:53,059 So these are real orders? 224 00:08:53,061 --> 00:08:54,160 Yes, yes. These are all real orders, yes. 225 00:08:54,162 --> 00:08:56,262 Oh, fun. Okay. 226 00:08:56,264 --> 00:08:58,531 So the way you would start is, it has a cursor, 227 00:08:58,533 --> 00:08:59,765 kind of like a computer. 228 00:08:59,767 --> 00:09:02,702 You would see your location, which container to put it in. 229 00:09:02,704 --> 00:09:04,837 So it's asking me to go to 22C1. 230 00:09:04,839 --> 00:09:06,672 This whole row is 2. 231 00:09:06,674 --> 00:09:10,476 And then this would be Shelf A, Shelf B, Shelf C. 232 00:09:10,478 --> 00:09:12,244 There was all different numbers, on all different things, 233 00:09:12,246 --> 00:09:13,646 and lots of buttons to press. 234 00:09:13,648 --> 00:09:16,148 When you squeeze that button, you see a laser. 235 00:09:16,150 --> 00:09:18,317 We'll use that to go ahead and scan that. 236 00:09:18,319 --> 00:09:20,686 And then it's asking us to go to court level 21. 237 00:09:20,688 --> 00:09:22,488 I was so confused. 238 00:09:22,490 --> 00:09:23,989 It's like a barcode bonanza. 239 00:09:23,991 --> 00:09:26,191 I could do this cart, probably in about five minutes. 240 00:09:26,193 --> 00:09:27,159 Wow, okay. 241 00:09:27,161 --> 00:09:28,160 It's not too bad. 242 00:09:28,162 --> 00:09:29,928 Just scan this for me, please. 243 00:09:29,930 --> 00:09:30,863 There you go. 244 00:09:30,865 --> 00:09:32,431 - Just enter the 20. - "1, Enter." 245 00:09:32,433 --> 00:09:33,666 That's it. Boom, boom. 246 00:09:33,668 --> 00:09:35,734 Okay, 73B05. 247 00:09:35,736 --> 00:09:36,869 So we'll just keep walking this way. 248 00:09:36,871 --> 00:09:37,936 Back here. 249 00:09:37,938 --> 00:09:41,240 I need one of these. 250 00:09:41,242 --> 00:09:42,808 Going to 4-5. 251 00:09:42,810 --> 00:09:44,610 Here we go. Coming down here. 252 00:09:44,612 --> 00:09:45,611 This is tiring. 253 00:09:45,613 --> 00:09:48,513 My arm is seriously sore. 254 00:09:48,515 --> 00:09:49,648 You do this for 10 hours. 255 00:09:49,650 --> 00:09:50,649 Oh, yeah. No problem. 256 00:09:50,651 --> 00:09:52,084 Do you have a giant left bicep? 257 00:09:53,354 --> 00:09:55,220 I felt like Nicole was flirting with me a little bit. 258 00:09:55,222 --> 00:09:57,789 You are probably the best picker in this place. 259 00:09:57,791 --> 00:09:58,757 She's a beautiful woman. 260 00:09:58,759 --> 00:10:00,425 She seems like an All-American woman. 261 00:10:00,427 --> 00:10:03,128 But I'm sorry. I already got somebody. 262 00:10:03,130 --> 00:10:04,329 I mean, do you just go to the gym 263 00:10:04,331 --> 00:10:06,331 to lift weights on your right side? 264 00:10:06,333 --> 00:10:09,901 No, I work four ten-hour shifts here, I go to college, 265 00:10:09,903 --> 00:10:11,703 - and I have another part-time job. - Oh, wow. 266 00:10:11,705 --> 00:10:13,205 Yeah, so I'm working all the time, 267 00:10:13,207 --> 00:10:16,074 at least, like, 90, 100 hours a week, something like that. 268 00:10:16,076 --> 00:10:17,442 Like, with school and studying. 269 00:10:17,444 --> 00:10:18,844 I heart Tyler. 270 00:10:18,846 --> 00:10:22,214 He is so sweet and his energy is infectious. 271 00:10:22,216 --> 00:10:25,817 Even though he is working two jobs and going to school, 272 00:10:25,819 --> 00:10:27,919 he's an upbeat, happy guy. 273 00:10:27,921 --> 00:10:30,255 So I got a little challenge set up for us here. 274 00:10:30,257 --> 00:10:32,991 Basically, we're gonna do a little race through here. 275 00:10:32,993 --> 00:10:34,526 Your cart's gonna have about 25 pieces. 276 00:10:34,528 --> 00:10:36,428 Mine's gonna have about 54. 277 00:10:36,430 --> 00:10:37,429 I believe in you. 278 00:10:37,431 --> 00:10:38,430 I think you can do pretty well. 279 00:10:38,432 --> 00:10:39,664 You picked it up pretty fast. 280 00:10:39,666 --> 00:10:41,433 Okay, I'm gonna go at this. 281 00:10:41,435 --> 00:10:43,334 - You ready? In three... - Okay. 282 00:10:43,336 --> 00:10:44,769 Two... 283 00:10:44,771 --> 00:10:45,937 Go. 284 00:10:45,939 --> 00:10:47,739 Here I go. 285 00:10:47,741 --> 00:10:49,874 14C01. 286 00:10:49,876 --> 00:10:50,842 1-9? 287 00:10:50,844 --> 00:10:52,076 Oh, you can't stop in front of me. 288 00:10:52,078 --> 00:10:53,545 That's not fair. 289 00:10:53,547 --> 00:10:54,612 Oh, no, no, no. 290 00:10:54,614 --> 00:10:55,947 1-0-4. 291 00:10:55,949 --> 00:10:57,382 Okay. 292 00:10:57,384 --> 00:11:00,585 I need one of these. 293 00:11:00,587 --> 00:11:02,553 One of that. 294 00:11:02,555 --> 00:11:05,790 Oh, I almost gave somebody the wrong item. 295 00:11:05,792 --> 00:11:08,526 This is... Where do I put this back? 296 00:11:08,528 --> 00:11:10,928 - Uh-oh. - Take your time. 297 00:11:13,867 --> 00:11:15,466 Hmm. 298 00:11:15,468 --> 00:11:18,569 Help. 299 00:11:18,571 --> 00:11:20,605 How do I find where this goes? 300 00:11:20,607 --> 00:11:22,106 I took it out of the wrong spot. 301 00:11:27,179 --> 00:11:29,280 Oh, thank you. I'm sorry. 302 00:11:31,917 --> 00:11:34,619 This is gonna hurt me. 303 00:11:34,621 --> 00:11:37,621 During the challenge, my Gladiator made a lot of beeps. 304 00:11:38,925 --> 00:11:40,358 Come on. 305 00:11:40,360 --> 00:11:43,327 I didn't really hear too many coming from Nicole's way. 306 00:11:43,329 --> 00:11:46,397 Yo, we got a winner. 307 00:11:46,399 --> 00:11:50,000 Why does my item keep not matching my instruction? 308 00:11:50,002 --> 00:11:51,035 - You getting there? - Hi. 309 00:11:51,037 --> 00:11:52,036 - This is no pressure. - Are you done? 310 00:11:52,038 --> 00:11:53,137 There's no pressure. 311 00:11:53,139 --> 00:11:54,839 Why don't you have your cart with you? 312 00:11:54,841 --> 00:11:56,507 I actually didn't hear his beeps. 313 00:11:56,509 --> 00:11:58,909 I was so busy being confused. 314 00:11:58,911 --> 00:12:03,180 But Tyler was a very good winner because he did not gloat. 315 00:12:03,182 --> 00:12:05,916 He was very gracious, and he told me I did a good job. 316 00:12:05,918 --> 00:12:07,818 So we'll go ahead and drop it off in packing. 317 00:12:11,890 --> 00:12:13,090 We'll do Quality Control. 318 00:12:13,092 --> 00:12:14,825 So the first thing we check is the foam. 319 00:12:14,827 --> 00:12:16,226 Everything looks like it's okay. 320 00:12:16,228 --> 00:12:18,696 There's no loose beads or anything like that. 321 00:12:18,698 --> 00:12:20,631 Take a thank you card. Put 'em on top, 322 00:12:20,633 --> 00:12:22,633 so, you know, they can see it when they first get it. 323 00:12:22,635 --> 00:12:23,600 It's more important. 324 00:12:23,602 --> 00:12:24,902 I like how you put it right side up. 325 00:12:24,904 --> 00:12:26,136 Yeah, we would like, when, you know, they pull it out, 326 00:12:26,138 --> 00:12:28,272 to have the branding and everything showing correctly. 327 00:12:28,274 --> 00:12:33,577 Tyler is so dynamic and so passionate for what he does. 328 00:12:33,579 --> 00:12:36,146 I loved seeing the pride he takes in his work. 329 00:12:36,148 --> 00:12:38,315 How long have you been working two jobs? 330 00:12:38,317 --> 00:12:39,416 Since I've worked here. 331 00:12:39,418 --> 00:12:40,617 So about a year and a half. 332 00:12:40,619 --> 00:12:41,852 When do you go to school? 333 00:12:41,854 --> 00:12:42,953 Monday through Thursday. 334 00:12:42,955 --> 00:12:44,354 Night shift... night... night class. 335 00:12:44,356 --> 00:12:45,622 Night class. Night shift. 336 00:12:45,624 --> 00:12:46,656 It is your night shift. 337 00:12:46,658 --> 00:12:47,791 Yeah, basically. 338 00:12:47,793 --> 00:12:48,792 And what are you studying? 339 00:12:48,794 --> 00:12:50,560 I'm going for dental hygienist. 340 00:12:50,562 --> 00:12:52,963 It's the cheapest Associate's degree 341 00:12:52,965 --> 00:12:54,598 with the most bang for your money. 342 00:12:54,600 --> 00:12:57,100 But I really have a passion for, like, psychology 343 00:12:57,102 --> 00:12:59,736 and mental illness, and, like, addiction. 344 00:12:59,738 --> 00:13:02,172 I grew up on the west side of Columbus. 345 00:13:02,174 --> 00:13:04,541 It's, like, kind of a poor neighborhood. 346 00:13:04,543 --> 00:13:06,977 A lot of my friends are dead. 347 00:13:06,979 --> 00:13:07,978 A lot of my friends went to jail. 348 00:13:07,980 --> 00:13:08,979 A lot of my friends are addicted 349 00:13:08,981 --> 00:13:10,747 to some kind of heavy drug right now. 350 00:13:10,749 --> 00:13:13,450 I have an older brother. 351 00:13:13,452 --> 00:13:15,719 He's going through, like, addictions and things like that, 352 00:13:15,721 --> 00:13:17,287 which really kill me, you know, kill me to see 353 00:13:17,289 --> 00:13:18,755 'cause he's an amazing person. 354 00:13:18,757 --> 00:13:20,724 Especially when he's sober, there's nobody better than him. 355 00:13:20,726 --> 00:13:23,059 I really, you know, try to support him as much as I can, 356 00:13:23,061 --> 00:13:24,661 and do as much as I can for him. 357 00:13:24,663 --> 00:13:27,363 It gives me that much more drive to go to school, 358 00:13:27,365 --> 00:13:28,498 to go to work. 359 00:13:28,500 --> 00:13:29,799 I love the company to death. 360 00:13:29,801 --> 00:13:32,402 It's done so much for me already and improved my life. 361 00:13:32,404 --> 00:13:33,403 I've learned so much. 362 00:13:33,405 --> 00:13:34,537 It definitely was, like, the building block 363 00:13:34,539 --> 00:13:35,805 for the rest of my life. 364 00:13:35,807 --> 00:13:37,106 If it wasn't for this, I wouldn't have been able 365 00:13:37,108 --> 00:13:38,308 to start school, I wouldn't have been able 366 00:13:38,310 --> 00:13:40,276 to move and get out of the bad situation 367 00:13:40,278 --> 00:13:41,678 that I got out of, and things like that. 368 00:13:41,680 --> 00:13:45,481 When I heard Tyler talk about his humble beginnings, 369 00:13:45,483 --> 00:13:47,483 I was really filled with admiration. 370 00:13:47,485 --> 00:13:50,119 And you know he would be the best dental hygienist 371 00:13:50,121 --> 00:13:52,555 you've ever met, but it's not his true passion. 372 00:13:52,557 --> 00:13:55,825 And I would really love to see him pursuing something 373 00:13:55,827 --> 00:13:57,326 that made his heart sing. 374 00:13:57,328 --> 00:13:58,428 We gotta get back to work. 375 00:13:58,430 --> 00:13:59,729 There's a lot of stuff to pack. 376 00:13:59,731 --> 00:14:00,997 Okay, time to get back to work. 377 00:14:04,201 --> 00:14:06,369 Coming up... 378 00:14:06,371 --> 00:14:09,305 Nicole drops the ball. 379 00:14:09,307 --> 00:14:10,907 There goes the pearls. 380 00:14:13,044 --> 00:14:15,878 Oh, there goes another pearl. 381 00:14:15,880 --> 00:14:17,013 And later... 382 00:14:17,015 --> 00:14:18,981 I am a Senior Director with Stella and Dot. 383 00:14:18,983 --> 00:14:20,082 I don't know, have you heard of it? 384 00:14:20,084 --> 00:14:21,717 I've heard about it a little. 385 00:14:21,719 --> 00:14:24,820 The boss struggles to avoid one employee's suspicion 386 00:14:24,822 --> 00:14:27,056 about her true identity. 387 00:14:27,058 --> 00:14:29,225 Am I throwing you off a little? 388 00:14:29,227 --> 00:14:32,128 Yes, you are. 389 00:14:44,923 --> 00:14:47,358 Today, I'm in New York City, and I'm going into work 390 00:14:47,360 --> 00:14:50,127 as a sample maker in our design studio. 391 00:14:52,764 --> 00:14:55,666 Design is really what sets Stella and Dot apart. 392 00:14:55,668 --> 00:14:57,835 The sample maker can really bring to life 393 00:14:57,837 --> 00:15:00,170 what's in the designer's head. 394 00:15:00,172 --> 00:15:02,139 Hello, I'm here to see Maria. 395 00:15:02,141 --> 00:15:04,174 - Hi, my name is Maria. - Maria, hi. 396 00:15:04,176 --> 00:15:05,642 Nicole, nice to meet you. 397 00:15:05,644 --> 00:15:07,111 Nice to meet you, too. 398 00:15:07,113 --> 00:15:10,214 When she's coming the colors is like, boom. 399 00:15:10,216 --> 00:15:11,215 And the hair. 400 00:15:11,217 --> 00:15:12,649 This is so pretty here. 401 00:15:12,651 --> 00:15:13,750 Thank you very much. 402 00:15:13,752 --> 00:15:17,421 She looks like a Barbie. 403 00:15:17,423 --> 00:15:19,122 So what are we gonna be doing? 404 00:15:19,124 --> 00:15:21,592 The designer and me, we work together. 405 00:15:21,594 --> 00:15:24,361 The designer, she's drawn that. 406 00:15:24,363 --> 00:15:27,064 So she'll tell you, "You think we can do, like, 407 00:15:27,066 --> 00:15:30,200 with chain or whatever different materials?" 408 00:15:30,202 --> 00:15:33,637 Oh, I can't believe you can make that picture into something real. 409 00:15:33,639 --> 00:15:34,771 That's really talented. 410 00:15:34,773 --> 00:15:38,642 If you put your love, your interest in that, 411 00:15:38,644 --> 00:15:40,777 you can do very easy. 412 00:15:43,481 --> 00:15:44,714 - You can sit here. - Okay. 413 00:15:52,323 --> 00:15:53,423 Oh, okay. 414 00:15:53,425 --> 00:15:55,558 Go like that. 415 00:15:55,560 --> 00:15:59,496 And then use this to make a knot. 416 00:15:59,498 --> 00:16:00,897 - Oh. - And then you close it. 417 00:16:00,899 --> 00:16:02,832 - That looks pretty easy. - A little bit. 418 00:16:02,834 --> 00:16:04,567 And then what do we do with this? 419 00:16:04,569 --> 00:16:07,303 You can hang it to the necklaces or bracelets. 420 00:16:07,305 --> 00:16:09,973 You would never know from the drawing to use those. 421 00:16:09,975 --> 00:16:12,075 Always, I put my idea into it. 422 00:16:12,077 --> 00:16:13,510 - You put your idea into it. - Yes. 423 00:16:13,512 --> 00:16:16,179 So you're a little bit of a designer too. 424 00:16:16,181 --> 00:16:17,380 - Yeah. - Yeah. 425 00:16:17,382 --> 00:16:19,215 Yes. You understand the first thing. 426 00:16:19,217 --> 00:16:21,351 - Right? - That looks pretty easy. 427 00:16:21,353 --> 00:16:23,019 I want to see you. 428 00:16:23,021 --> 00:16:24,053 How you do it. 429 00:16:24,055 --> 00:16:27,557 Okay, I think I can do it. 430 00:16:27,559 --> 00:16:29,959 How many pieces can you make in a day? 431 00:16:29,961 --> 00:16:31,027 Depends. 432 00:16:31,029 --> 00:16:32,328 Bend. Point three... Okay... 433 00:16:35,299 --> 00:16:37,400 Okay... uh-oh. 434 00:16:37,402 --> 00:16:38,367 It's okay. 435 00:16:38,369 --> 00:16:40,503 There it goes. 436 00:16:40,505 --> 00:16:42,538 My thing is too long. 437 00:16:42,540 --> 00:16:46,075 You have small hands. Is that an advantage? 438 00:16:46,077 --> 00:16:47,610 So how long have you been doing this? 439 00:16:47,612 --> 00:16:49,278 A couple of years. 440 00:16:49,280 --> 00:16:51,414 How do they come up with so many different ideas? 441 00:16:51,416 --> 00:16:53,482 These pictures are so pretty. 442 00:16:53,484 --> 00:16:54,717 Pay attention. 443 00:16:54,719 --> 00:16:57,486 It's hard to focus. There's so much fun things 444 00:16:57,488 --> 00:17:00,122 - to get distracted by. - Okay. 445 00:17:00,124 --> 00:17:01,924 She talks too much. 446 00:17:01,926 --> 00:17:04,160 I feel like I'm doing what you're doing, 447 00:17:04,162 --> 00:17:06,095 - but it's kind of crooked. - Yeah. 448 00:17:06,097 --> 00:17:08,898 Look, like that. 449 00:17:08,900 --> 00:17:10,466 There goes the beads again. 450 00:17:10,468 --> 00:17:12,968 - Okay. - There goes the pearls. 451 00:17:12,970 --> 00:17:15,337 She talks a lot. 452 00:17:15,339 --> 00:17:16,906 Focus on this. 453 00:17:16,908 --> 00:17:19,241 This is harder than it looks. 454 00:17:19,243 --> 00:17:22,978 Oh, there goes another pearl. 455 00:17:22,980 --> 00:17:26,782 You talk and talk and talk as the pearls is coming... 456 00:17:26,784 --> 00:17:28,417 going there and there. 457 00:17:28,419 --> 00:17:31,520 I noticed she dropped, like, three or four pearls 458 00:17:31,522 --> 00:17:33,188 because I'm counting. 459 00:17:33,190 --> 00:17:37,893 Honestly, you need to practice more and more and more. 460 00:17:37,895 --> 00:17:39,528 You're tough. 461 00:17:39,530 --> 00:17:41,463 It looks like you love your job. 462 00:17:41,465 --> 00:17:42,531 Yeah. I love my job. 463 00:17:42,533 --> 00:17:44,266 - You love your job? - I love my job. 464 00:17:44,268 --> 00:17:45,434 Are you married? 465 00:17:48,405 --> 00:17:49,671 Getting divorced. 466 00:17:49,673 --> 00:17:51,039 - Yeah. - Do you have kids? 467 00:17:51,041 --> 00:17:52,174 Yeah, I have two. 468 00:17:52,176 --> 00:17:53,842 My son is 15 years. 469 00:17:53,844 --> 00:17:55,677 My daughter is five years, so... 470 00:17:55,679 --> 00:17:56,745 Oh, five years old. 471 00:17:56,747 --> 00:17:58,013 She's my baby, mi Cataline. 472 00:17:58,015 --> 00:17:59,047 What are their names? 473 00:17:59,049 --> 00:18:02,017 My son is Juan and my daughter is Cataline. 474 00:18:02,019 --> 00:18:03,585 - That's a lot on your plate. - Oh, my God. 475 00:18:03,587 --> 00:18:05,587 Especially, going through a divorce. 476 00:18:05,589 --> 00:18:07,589 Are your kids okay with it? 477 00:18:07,591 --> 00:18:11,860 - My son is crying sometimes, you know. - Mm-hmm. 478 00:18:11,862 --> 00:18:16,732 Well, you seem strong enough for three people. 479 00:18:16,734 --> 00:18:18,934 They're lucky to have you as a mom. 480 00:18:18,936 --> 00:18:20,001 Oh, you're so sweet. 481 00:18:20,003 --> 00:18:24,406 - Sorry. - Oh, that's okay. 482 00:18:24,408 --> 00:18:27,542 I'm so inspired by Maria's spirit. 483 00:18:27,544 --> 00:18:29,511 She's so strong. 484 00:18:29,513 --> 00:18:33,148 And the fact that she has the energy to have so much passion 485 00:18:33,150 --> 00:18:35,917 for her job and then go home and take care of her kids, 486 00:18:35,919 --> 00:18:39,721 all while going through the changes in her personal life. 487 00:18:39,723 --> 00:18:42,524 You're so inspiring. I'm so amazed by you. 488 00:18:42,526 --> 00:18:44,059 What are your dreams? 489 00:18:44,061 --> 00:18:47,028 I want to take a house for my kids 490 00:18:47,030 --> 00:18:49,164 because they always ask me and say, 491 00:18:49,166 --> 00:18:52,200 "Mom, I want a room just for me." 492 00:18:52,202 --> 00:18:57,272 My son now, he wants to go to the school for the architect. 493 00:18:57,274 --> 00:18:58,273 Wow. Uh-huh. 494 00:18:58,275 --> 00:19:01,209 So I say, maybe he can do it for me. 495 00:19:01,211 --> 00:19:02,410 My dream is... 496 00:19:02,412 --> 00:19:04,846 Is maybe your dream, your son will be able to do his. 497 00:19:04,848 --> 00:19:06,147 Yes. 498 00:19:06,149 --> 00:19:10,852 The other dream is, you know, going to be a designer and... 499 00:19:10,854 --> 00:19:13,421 - You want to design? - Design. 500 00:19:13,423 --> 00:19:16,224 Well, you obviously have all the creativity and the creative eye. 501 00:19:16,226 --> 00:19:18,793 A mother will do anything for her children. 502 00:19:18,795 --> 00:19:21,496 And I think that her greatest gift in life, her greatest joy, 503 00:19:21,498 --> 00:19:22,964 is the source of her greatest strength. 504 00:19:22,966 --> 00:19:26,634 And a woman that strong is gonna make it work no matter what. 505 00:19:26,636 --> 00:19:30,004 But I am really proud that she makes it work with us. 506 00:19:30,006 --> 00:19:32,673 I feel so lucky to have so many of the people 507 00:19:32,675 --> 00:19:34,475 come into my life that have created Stella and Dot, 508 00:19:34,477 --> 00:19:36,444 and made it what it really is. 509 00:19:36,446 --> 00:19:38,279 And Maria is on that list. 510 00:19:38,281 --> 00:19:43,851 Back to work. 511 00:19:48,991 --> 00:19:51,892 Today, I'm going undercover in Des Moines, Iowa, 512 00:19:51,894 --> 00:19:53,761 as a stylist at a trunk show. 513 00:19:53,763 --> 00:19:55,563 Hi, how are you? 514 00:19:55,565 --> 00:19:57,865 I brought you the newest because you wanted to see the newest. 515 00:19:57,867 --> 00:20:00,234 The trunk show, it's the heart of our business. 516 00:20:00,236 --> 00:20:03,337 The stylist offers a hostess the opportunity to throw a show. 517 00:20:03,339 --> 00:20:04,905 The hostess gets some free product. 518 00:20:04,907 --> 00:20:07,274 She brings her girlfriends over, and just let friends 519 00:20:07,276 --> 00:20:11,345 get in there and have fun with the jewelry. 520 00:20:11,347 --> 00:20:12,313 Hi. 521 00:20:12,315 --> 00:20:13,347 Hi, are you Nicole? 522 00:20:13,349 --> 00:20:14,348 Yes, hi, Grace? 523 00:20:14,350 --> 00:20:16,116 Hi, yes, nice to meet you. 524 00:20:16,118 --> 00:20:17,384 Welcome to my office. 525 00:20:17,386 --> 00:20:18,452 Why, thank you. 526 00:20:18,454 --> 00:20:20,554 Grace is a top leader with Stella and Dot. 527 00:20:20,556 --> 00:20:23,457 So I want to see what makes her really special. 528 00:20:23,459 --> 00:20:26,493 But as a top leader, Grace and I have met many times. 529 00:20:26,495 --> 00:20:28,896 It's making me nervous that it's gonna blow my cover. 530 00:20:28,898 --> 00:20:30,898 I am a Senior Director with Stella and Dot. 531 00:20:30,900 --> 00:20:32,199 I don't know. Have you heard of it? 532 00:20:32,201 --> 00:20:34,134 I've heard about it a little, but not really. 533 00:20:34,136 --> 00:20:36,703 Today, we are going to be going to a trunk show. 534 00:20:36,705 --> 00:20:39,273 There will be, probably, about eight to ten people there. 535 00:20:39,275 --> 00:20:40,574 We'll have the jewelry set up. 536 00:20:40,576 --> 00:20:42,476 So think shopping with your girlfriends. 537 00:20:42,478 --> 00:20:43,744 So you bring the jewelry. 538 00:20:43,746 --> 00:20:45,779 - I do, yeah. - And then people start... okay. 539 00:20:45,781 --> 00:20:47,347 Okay, so we're gonna bring the jewelry. 540 00:20:47,349 --> 00:20:48,415 Yes. 541 00:20:48,417 --> 00:20:50,384 So, Nicole sat down. I looked into her eyes 542 00:20:50,386 --> 00:20:53,353 and thought, this person looks a little familiar. 543 00:20:53,355 --> 00:20:55,989 So, first of all, I try to provide 544 00:20:55,991 --> 00:20:57,858 a great customer experience. 545 00:20:57,860 --> 00:20:59,559 Okay. 546 00:20:59,561 --> 00:21:03,463 Yeah, and, you know, from the moment they walk in, 547 00:21:03,465 --> 00:21:04,931 I greet them at the door. 548 00:21:04,933 --> 00:21:08,168 Okay, well, I'll watch you and I'll do what you do. 549 00:21:08,170 --> 00:21:09,603 Yeah. Yeah. 550 00:21:09,605 --> 00:21:13,373 So how did you get involved with this show? 551 00:21:13,375 --> 00:21:15,542 - Well, I have a business idea. - Okay. 552 00:21:15,544 --> 00:21:19,079 And it's gonna be an app that helps moms. 553 00:21:19,081 --> 00:21:20,714 I could hear her voice, and I went, 554 00:21:20,716 --> 00:21:23,116 Oh, my gosh, this is Jessica Herrin, 555 00:21:23,118 --> 00:21:24,617 the CEO of Stella and Dot. 556 00:21:24,619 --> 00:21:28,154 I would just, really, I would encourage you to be yourself. 557 00:21:28,156 --> 00:21:29,222 Okay. 558 00:21:29,224 --> 00:21:32,225 And just... 559 00:21:32,227 --> 00:21:33,259 Sorry. 560 00:21:33,261 --> 00:21:35,295 Don't worry. 561 00:21:35,297 --> 00:21:37,797 I was really uncomfortable talking to Grace 562 00:21:37,799 --> 00:21:39,299 because she's looking at me funny. 563 00:21:39,301 --> 00:21:42,368 I think she strongly suspects something is amiss. 564 00:21:44,973 --> 00:21:47,173 Am I throwing you off a little? 565 00:21:47,175 --> 00:21:50,043 Yes, you are. 566 00:22:03,877 --> 00:22:05,510 Am I throwing you off a little? 567 00:22:05,512 --> 00:22:06,978 Yes, you are. 568 00:22:06,980 --> 00:22:09,180 I'm pretty certain Grace is onto me. 569 00:22:09,182 --> 00:22:11,149 I'm uncomfortable. She's uncomfortable. 570 00:22:11,151 --> 00:22:12,717 This is like torture. 571 00:22:12,719 --> 00:22:14,586 Do I look familiar to you? 572 00:22:14,588 --> 00:22:16,721 You look so familiar. Thank you. 573 00:22:17,890 --> 00:22:20,225 Jessica, what are you doing here? 574 00:22:20,227 --> 00:22:21,726 Hi. Hi, Grace. 575 00:22:21,728 --> 00:22:23,128 It was very shocking. 576 00:22:23,130 --> 00:22:25,663 I've known Jessica, probably... since I became a stylist, 577 00:22:25,665 --> 00:22:26,931 and we always say hello. 578 00:22:26,933 --> 00:22:30,401 But I was also thinking, "Oh, my gosh, I'm giving 579 00:22:30,403 --> 00:22:31,603 "the worst new stylist training ever 580 00:22:31,605 --> 00:22:33,771 to the CEO of Stella and Dot." 581 00:22:33,773 --> 00:22:35,673 So when did you figure it out? 582 00:22:35,675 --> 00:22:37,942 - As soon as you sat down. - The second I sat down. 583 00:22:37,944 --> 00:22:39,077 So do you know what this is now? 584 00:22:39,079 --> 00:22:40,078 Can you figure it out? 585 00:22:40,080 --> 00:22:42,347 I don't. 586 00:22:42,349 --> 00:22:43,414 It's Undercover Boss. 587 00:22:43,416 --> 00:22:46,050 Oh, my God. 588 00:22:46,052 --> 00:22:48,419 So I'm gonna need your help. 589 00:22:48,421 --> 00:22:50,655 You have to pretend that you don't realize this is me. 590 00:22:50,657 --> 00:22:51,789 I can do that. 591 00:22:51,791 --> 00:22:53,825 But you should still go and teach me the job, 592 00:22:53,827 --> 00:22:56,060 because I really want to just go to a trunk show 593 00:22:56,062 --> 00:22:57,028 as a normal guest. 594 00:22:57,030 --> 00:22:58,162 Your secret's safe with me. 595 00:22:58,164 --> 00:22:59,530 All right. Well, let's go. 596 00:22:59,532 --> 00:23:00,832 Okay, I can't wait. 597 00:23:00,834 --> 00:23:03,968 The Senior Director is a really big deal at Stella and Dot. 598 00:23:03,970 --> 00:23:07,672 They really influence a large group of other stylists 599 00:23:07,674 --> 00:23:09,574 that they mentor and coach. 600 00:23:10,877 --> 00:23:12,243 Hi, Marie. 601 00:23:12,245 --> 00:23:13,611 So I'm so excited to go to a trunk show 602 00:23:13,613 --> 00:23:15,279 and see Grace in action. 603 00:23:15,281 --> 00:23:18,082 Okay, so ladies, my name is Grace Van Cleave. 604 00:23:18,084 --> 00:23:20,051 I'm a Senior Director with Stella and Dot. 605 00:23:20,053 --> 00:23:23,087 Anyway, shop away. 606 00:23:23,089 --> 00:23:25,289 So cute. Nicole, take a look at this one. 607 00:23:25,291 --> 00:23:26,690 Oh, that looks really cute with what you're wearing. 608 00:23:26,692 --> 00:23:27,858 I love it. 609 00:23:27,860 --> 00:23:29,593 It's less than 100. Three different lengths. 610 00:23:29,595 --> 00:23:30,694 That's really cool. 611 00:23:30,696 --> 00:23:31,862 - I like that. - I love it. 612 00:23:31,864 --> 00:23:33,497 Can you check to see if the heart is available? 613 00:23:33,499 --> 00:23:35,399 - I believe it is. - In silver? 614 00:23:35,401 --> 00:23:37,601 I can tell the guests are having a really good time. 615 00:23:37,603 --> 00:23:38,736 We'll need this in the gold. 616 00:23:38,738 --> 00:23:40,237 Gold gitane. 617 00:23:40,239 --> 00:23:41,372 - Thank you, my dear. - Thank you. 618 00:23:41,374 --> 00:23:43,340 You are so sweet, Thank you so much. 619 00:23:43,342 --> 00:23:45,743 Des Moines is a really great market for Stella and Dot. 620 00:23:45,745 --> 00:23:47,511 Why? Because we have Grace. 621 00:23:47,513 --> 00:23:48,679 Thanks, guys. 622 00:23:48,681 --> 00:23:49,947 Bye, guys. Thank you. 623 00:23:49,949 --> 00:23:52,182 She's got everything really dialed in. 624 00:23:52,184 --> 00:23:53,517 Gosh, that was such a fun trunk show. 625 00:23:53,519 --> 00:23:54,952 That was so much fun. 626 00:23:54,954 --> 00:23:55,953 You should come to all of my shows. 627 00:23:55,955 --> 00:23:57,121 I wish I could. 628 00:23:57,123 --> 00:23:58,222 Time to clean up the trays. 629 00:23:58,224 --> 00:23:59,490 Okay, we can do that. 630 00:23:59,492 --> 00:24:01,525 Well, the way you've got it set up is pretty good. 631 00:24:01,527 --> 00:24:02,559 With those, if you just hang them there... 632 00:24:02,561 --> 00:24:04,628 - And little charms. Look at that. - Yes. 633 00:24:04,630 --> 00:24:07,097 What I find all the time is that people ask about charms, 634 00:24:07,099 --> 00:24:09,900 and I don't know that I have the best way of explaining it, 635 00:24:09,902 --> 00:24:11,535 even when we have it in the Look Book. 636 00:24:11,537 --> 00:24:13,070 Just like how we have the swatch bundles, 637 00:24:13,072 --> 00:24:14,605 I wonder if you could do... I'm thinking out loud... 638 00:24:14,607 --> 00:24:15,639 like, a card 639 00:24:15,641 --> 00:24:16,607 where you have the different... 640 00:24:16,609 --> 00:24:17,641 With the bundle of charms. 641 00:24:17,643 --> 00:24:18,775 Yeah, of just kind of... 642 00:24:18,777 --> 00:24:19,843 So that it's not buried in the Look Book. 643 00:24:19,845 --> 00:24:20,844 - It's something separate. - Yeah. 644 00:24:20,846 --> 00:24:22,145 That's a great idea. 645 00:24:22,147 --> 00:24:23,146 Okay, so tell me more. 646 00:24:23,148 --> 00:24:24,181 What other big ideas do you have? 647 00:24:24,183 --> 00:24:25,349 My other big ideas? 648 00:24:25,351 --> 00:24:26,383 For my company. What's your other feedback? 649 00:24:26,385 --> 00:24:28,318 - You know, my other... - Lay it on me. 650 00:24:28,320 --> 00:24:31,988 Okay, I sometimes feel like with the executive team, 651 00:24:31,990 --> 00:24:34,725 I'm, like, if I... if I went to my team meeting 652 00:24:34,727 --> 00:24:36,493 and only spoke to certain people, 653 00:24:36,495 --> 00:24:41,031 and didn't ask... or if I just said a "Hello, how are you?" 654 00:24:41,033 --> 00:24:42,732 and just talked about myself, 655 00:24:42,734 --> 00:24:45,235 that would be really, I think, painful. 656 00:24:45,237 --> 00:24:46,670 I think y'all would all... y'all would pull me aside 657 00:24:46,672 --> 00:24:48,872 and be like, "Grace, we've got to talk about your coaching." 658 00:24:48,874 --> 00:24:50,040 Right. Right. Is that how it feels? 659 00:24:50,042 --> 00:24:51,908 I feels like that at Directors' retreat. 660 00:24:51,910 --> 00:24:55,078 I don't think I spoke to anybody from the corporate team. 661 00:24:55,080 --> 00:24:58,048 Okay, well, that's good feedback. 662 00:24:58,050 --> 00:24:59,149 I mean, I'll be honest. I don't think 663 00:24:59,151 --> 00:25:04,254 you've ever asked me a personal question. 664 00:25:04,256 --> 00:25:06,823 But I think that people, with you, feel like, 665 00:25:06,825 --> 00:25:09,025 they just want you to ask, you know, 666 00:25:09,027 --> 00:25:10,360 tell me about your life. 667 00:25:10,362 --> 00:25:11,461 Tell me about your kids. 668 00:25:11,463 --> 00:25:12,462 Yeah. 669 00:25:12,464 --> 00:25:15,965 I mean, I... you know... 670 00:25:15,967 --> 00:25:17,534 Come here. 671 00:25:20,070 --> 00:25:22,872 Tell me more. 672 00:25:22,874 --> 00:25:25,408 My dad died when I was 16. 673 00:25:25,410 --> 00:25:28,077 We found out in November he had cancer 674 00:25:28,079 --> 00:25:30,380 and he was dead in April. 675 00:25:30,382 --> 00:25:31,881 Wow. 676 00:25:31,883 --> 00:25:34,484 Nobody expects your father to die at 48. 677 00:25:34,486 --> 00:25:36,719 I'm so sorry. 678 00:25:36,721 --> 00:25:38,421 As someone who's definitely a daddy's little girl, 679 00:25:38,423 --> 00:25:41,424 it breaks my heart to think about Grace losing her father 680 00:25:41,426 --> 00:25:43,793 to cancer at such a young age. 681 00:25:43,795 --> 00:25:45,928 As the company grows, I ask myself, 682 00:25:45,930 --> 00:25:49,232 how do I still have the same connection? 683 00:25:49,234 --> 00:25:50,700 - We try, I try. - Yeah. 684 00:25:50,702 --> 00:25:52,467 I think you know that that's what we want. 685 00:25:52,469 --> 00:25:53,102 Of course. 686 00:25:53,104 --> 00:25:56,138 She wants to be seen and recognized 687 00:25:56,140 --> 00:25:59,075 for the incredible talent that she has. 688 00:25:59,077 --> 00:26:01,310 - All right, well, we should wrap up. - Okay. 689 00:26:01,312 --> 00:26:03,579 I gotta figure out how to make that happen effectively 690 00:26:03,581 --> 00:26:06,849 and balance my schedule. 691 00:26:06,851 --> 00:26:08,851 It's certainly what I want to be doing. 692 00:26:08,853 --> 00:26:11,053 It's easier said than done. 693 00:26:18,428 --> 00:26:20,129 Today I'm in Scottsdale, Arizona 694 00:26:20,131 --> 00:26:22,231 where I'll be going undercover in our Delight Center. 695 00:26:22,233 --> 00:26:25,434 Hello. Thank you for calling Stella and Dot. 696 00:26:25,436 --> 00:26:27,603 Our Delight Center is where our customers 697 00:26:27,605 --> 00:26:30,139 and our stylists like Grace call in to get support 698 00:26:30,141 --> 00:26:32,574 for running their day-to-day business. 699 00:26:32,576 --> 00:26:33,943 I'm looking for Jade. 700 00:26:33,945 --> 00:26:35,711 Let's see... over here. 701 00:26:35,713 --> 00:26:36,912 Okay. 702 00:26:36,914 --> 00:26:38,447 We want to make sure our agents are delivering 703 00:26:38,449 --> 00:26:40,215 the right tone, the right empathy, 704 00:26:40,217 --> 00:26:41,683 the right solution focused 705 00:26:41,685 --> 00:26:43,352 towards our independent business owners. 706 00:26:43,354 --> 00:26:45,654 It's gonna come down to these guys making it right 707 00:26:45,656 --> 00:26:46,789 for the customers. 708 00:26:46,791 --> 00:26:48,724 Hi. Are you Jade? 709 00:26:48,726 --> 00:26:50,125 - Yes, hi. - Hi! 710 00:26:50,127 --> 00:26:51,493 - You must be Nicole. - Yes, I am. 711 00:26:51,495 --> 00:26:53,629 - Nice to meet you. - I'm gonna learn your job today. 712 00:26:53,631 --> 00:26:55,531 Yes! Please have a seat. 713 00:26:55,533 --> 00:26:57,199 I'm a Delight Associate here at Stella and Dot. 714 00:26:57,201 --> 00:26:59,601 I will be instructing you on how to take calls 715 00:26:59,603 --> 00:27:01,903 - Okay. - from stylists as well as customers. 716 00:27:01,905 --> 00:27:04,006 And we will assist them with anything 717 00:27:04,008 --> 00:27:05,707 that they really have an issue with. 718 00:27:05,709 --> 00:27:07,909 So let's take a call just so you can kinda see 719 00:27:07,911 --> 00:27:09,311 - what's going on. - Oh, we're all ready to take... 720 00:27:09,313 --> 00:27:10,445 Oh, I get to listen to one... okay. 721 00:27:10,447 --> 00:27:11,513 I just want you to hear one. 722 00:27:11,515 --> 00:27:12,748 Good. I'm excited to hear. 723 00:27:12,750 --> 00:27:13,782 So we got a call. 724 00:27:13,784 --> 00:27:15,917 Thank you for calling Stella and Dot. 725 00:27:15,919 --> 00:27:17,719 My name is Jade. I see that I'm speaking with 726 00:27:17,721 --> 00:27:19,154 one of our fabulous stylists. 727 00:27:19,156 --> 00:27:20,522 So what's going on? 728 00:27:20,524 --> 00:27:23,158 We found out the last gal who was helping me 729 00:27:23,160 --> 00:27:24,893 place the order, she didn't change the zip code 730 00:27:24,895 --> 00:27:27,128 on the order, and I just want to make sure 731 00:27:27,130 --> 00:27:31,166 that that order gets the right zip code. 732 00:27:31,168 --> 00:27:33,101 So I will put in that request for you. 733 00:27:33,103 --> 00:27:35,370 We might actually be able to grab it before it ships. 734 00:27:35,372 --> 00:27:36,705 Okay, perfect. Thank you. 735 00:27:36,707 --> 00:27:38,206 Thank you so much for calling Stella and Dot. 736 00:27:38,208 --> 00:27:40,275 You enjoy the rest of the day. 737 00:27:40,277 --> 00:27:43,478 - Now, do you wanna try and... - I-I do. Okay. 738 00:27:46,649 --> 00:27:48,883 Hello, thank you for calling Stella and Dot. 739 00:27:48,885 --> 00:27:50,785 Hi. How are you? 740 00:27:50,787 --> 00:27:52,153 Great. Thanks for calling today. 741 00:27:52,155 --> 00:27:54,222 Am I speaking to a stylist or a customer? 742 00:27:54,224 --> 00:27:56,057 To a stylist. I'm calling about... 743 00:27:56,059 --> 00:27:57,892 Is this an issue that you've already called us for, 744 00:27:57,894 --> 00:27:59,327 or is there a new issue today? 745 00:27:59,329 --> 00:28:02,096 No, this is a new, random issue. 746 00:28:02,098 --> 00:28:05,300 She did kind of talk over the stylist or customer. 747 00:28:05,302 --> 00:28:06,901 - Now, was this... - So I'm just won... 748 00:28:06,903 --> 00:28:09,170 - I'm just wondering why... - Okay, when did you place that date? 749 00:28:09,172 --> 00:28:10,305 I'm sorry? 750 00:28:10,307 --> 00:28:11,539 That's not gonna work. 751 00:28:12,842 --> 00:28:15,176 Give them a second to actually stop talking 752 00:28:15,178 --> 00:28:17,178 and just pause to see if they're gonna say anything else. 753 00:28:17,180 --> 00:28:18,479 Okay. 754 00:28:18,481 --> 00:28:20,348 So get ready to answer... no, over there. 755 00:28:20,350 --> 00:28:21,416 Okay, you're done. You're on your own. 756 00:28:21,418 --> 00:28:23,117 Hello, thank you for calling Stella and Dot. 757 00:28:23,119 --> 00:28:24,485 This is Nicole. 758 00:28:24,487 --> 00:28:25,887 Um, my name's Shaneen. 759 00:28:25,889 --> 00:28:28,522 Okay, great, Shaneen. How can I help you today? 760 00:28:28,524 --> 00:28:31,392 I had a customer that bought a Caddy Wrap. 761 00:28:31,394 --> 00:28:33,461 A couple of the beads fell out, 762 00:28:33,463 --> 00:28:37,498 and I tried to return it for her, 763 00:28:37,500 --> 00:28:39,267 but she hasn't received the email. 764 00:28:39,269 --> 00:28:42,837 I'm just wondering, can you guide me through that 765 00:28:42,839 --> 00:28:46,040 - So... - because I have two emails for her. 766 00:28:46,042 --> 00:28:48,776 Okay. Can you hold on just for a second? 767 00:28:48,778 --> 00:28:49,910 Sure. 768 00:28:49,912 --> 00:28:52,113 Tell her to go to My Business, My Contacts, 769 00:28:52,115 --> 00:28:53,848 - Okay. - And then she's gonna 770 00:28:53,850 --> 00:28:55,249 look for that person, 771 00:28:55,251 --> 00:28:57,751 and then she's going to edit their email address right there. 772 00:28:57,753 --> 00:29:01,489 - After the order. - Exactly. 773 00:29:01,491 --> 00:29:02,857 Hi, Shaneen. I'm back. 774 00:29:02,859 --> 00:29:04,625 - Hi there. - Here's what we're gonna do. 775 00:29:04,627 --> 00:29:06,427 You can go into My Business, which is in your Lounge, 776 00:29:06,429 --> 00:29:09,730 under My Contacts. 777 00:29:09,732 --> 00:29:11,031 She was very on top of it. 778 00:29:11,033 --> 00:29:13,601 Everything that I told her, I swear she had it stored, 779 00:29:13,603 --> 00:29:16,003 like she had been doing this for Lord knows how long, 780 00:29:16,005 --> 00:29:17,905 and I was like "Okay, that's pretty awesome." 781 00:29:17,907 --> 00:29:20,774 I'm so computer illiterate, I just... yeah. 782 00:29:20,776 --> 00:29:23,577 Okay, that sounds much easier than... 783 00:29:23,579 --> 00:29:24,678 Okay, thanks for calling, Shaneen. 784 00:29:24,680 --> 00:29:26,146 You handled that really nicely when she said 785 00:29:26,148 --> 00:29:28,081 "Can I do it with you?" You'll get that a lot, 786 00:29:28,083 --> 00:29:29,249 where they're like, "I don't want to do the replacement. 787 00:29:29,251 --> 00:29:30,517 Can you just do it for me?" 788 00:29:30,519 --> 00:29:32,085 You are an independent contractor as a stylist with 789 00:29:32,087 --> 00:29:35,155 Stella and Dot, so this is your business. 790 00:29:35,157 --> 00:29:39,393 I really like that Jade wants to take the time right now 791 00:29:39,395 --> 00:29:41,928 to show other people how to use the tools we provide 792 00:29:41,930 --> 00:29:43,730 because it is what's best for them. 793 00:29:43,732 --> 00:29:46,433 I definitely encourage my stylists to be independent. 794 00:29:46,435 --> 00:29:47,901 I worried that being in a call center, 795 00:29:47,903 --> 00:29:49,403 I would have people screaming at me. 796 00:29:49,405 --> 00:29:50,436 but there was no one screaming at me, no one... 797 00:29:50,438 --> 00:29:50,971 Oh, not today, 798 00:29:50,973 --> 00:29:53,774 but you do have... you do have the escalations. 799 00:29:53,776 --> 00:29:55,409 But when it's a flat-out policy 800 00:29:55,411 --> 00:29:57,444 that we're not able to say yes to, 801 00:29:57,446 --> 00:29:58,745 sometimes there's a no. 802 00:29:58,747 --> 00:29:59,746 But you just have to kind of give yourself a moment... 803 00:29:59,748 --> 00:30:01,214 How did you get so good at this? 804 00:30:01,216 --> 00:30:04,384 I think it's honestly easier 'cause I have babies, and so, 805 00:30:04,386 --> 00:30:05,385 I have to tell them no all the time! 806 00:30:05,387 --> 00:30:06,620 I have kids, too, yes. 807 00:30:06,622 --> 00:30:08,088 How old are your cute little kids? 808 00:30:08,090 --> 00:30:09,956 - Look at them. They're so adorable. - Thank you. 809 00:30:09,958 --> 00:30:11,691 Okay, he will be five, in November, 810 00:30:11,693 --> 00:30:13,159 and she just turned three in May, so. 811 00:30:13,161 --> 00:30:15,362 Oh, I wish I had little kids like that. 812 00:30:15,364 --> 00:30:16,563 - I have big girls now. - Do you? 813 00:30:16,565 --> 00:30:17,731 - Yeah, yeah. - Nice. 814 00:30:17,733 --> 00:30:19,299 I'm 24, I started kind of young. 815 00:30:19,301 --> 00:30:20,934 Yeah. 816 00:30:20,936 --> 00:30:24,170 But I've been doing it by myself, since... 817 00:30:24,172 --> 00:30:26,740 hmm, my son was about six months. 818 00:30:26,742 --> 00:30:29,109 I was with their father. You know, we got back together 819 00:30:29,111 --> 00:30:32,078 on and off, on and off, and when I finally left, 820 00:30:32,080 --> 00:30:33,513 I found out I was pregnant with my daughter. 821 00:30:33,515 --> 00:30:35,415 - Oh, wow. - There's really no time 822 00:30:35,417 --> 00:30:37,317 to sit down and cry about it. 823 00:30:37,319 --> 00:30:39,252 I'm very, very grateful for what I'm blessed with, 824 00:30:39,254 --> 00:30:40,320 - even though it's not... - What a great attitude. 825 00:30:40,322 --> 00:30:42,388 Yeah, and you have to be that way, 826 00:30:42,390 --> 00:30:44,290 because I don't want my children to grow up 827 00:30:44,292 --> 00:30:48,328 in a home where I'm constantly worried, 828 00:30:48,330 --> 00:30:50,563 because that comes off on them, you know? 829 00:30:50,565 --> 00:30:52,198 I want them to enjoy their youth. 830 00:30:52,200 --> 00:30:53,533 I had to grow up really fast. 831 00:30:53,535 --> 00:30:56,636 I want to do something to make my children proud, you know? 832 00:30:56,638 --> 00:31:00,840 But I hope I instill enough in them that they're like, 833 00:31:00,842 --> 00:31:03,976 "My mom got through that, so I know I can do it." 834 00:31:03,978 --> 00:31:05,144 And that's just my biggest goal. 835 00:31:05,146 --> 00:31:06,946 Well, I think your kids are gonna get that. 836 00:31:06,948 --> 00:31:07,980 That's for sure. 837 00:31:07,982 --> 00:31:08,981 Awesome. 838 00:31:08,983 --> 00:31:10,416 I am so impressed with Jade. 839 00:31:10,418 --> 00:31:13,219 She is like 24 going on 40. 840 00:31:13,221 --> 00:31:16,522 She has so much wisdom and so much maturity, 841 00:31:16,524 --> 00:31:18,224 yet all that incredible energy. 842 00:31:18,226 --> 00:31:20,559 I can't wait to think about 843 00:31:20,561 --> 00:31:23,596 the ways that we can help continue to develop her 844 00:31:23,598 --> 00:31:24,497 at Stella and Dot. 845 00:31:24,499 --> 00:31:25,831 I will... oop, you got a call. 846 00:31:25,833 --> 00:31:27,700 - Okay. - Let's go ahead and get back to it. 847 00:31:27,702 --> 00:31:29,068 Okay, I'm ready. 848 00:31:31,338 --> 00:31:33,139 Coming up, the employees think 849 00:31:33,141 --> 00:31:35,040 they're going to decide whether or not Nicole 850 00:31:35,042 --> 00:31:37,977 deserves to win money to start a business. 851 00:31:37,979 --> 00:31:41,447 How will they react when the boss reveals her true identity? 852 00:31:41,449 --> 00:31:42,815 I was Nicole, 853 00:31:42,817 --> 00:31:46,418 but I'm Jessica, the CEO and founder of Stella and Dot. 854 00:31:46,420 --> 00:31:49,455 - Oh, my god. - I had no idea! 855 00:32:02,449 --> 00:32:06,552 Going undercover has been an invaluable experience. 856 00:32:06,554 --> 00:32:09,388 On a day-to-day basis, I'm so busy doing my job 857 00:32:09,390 --> 00:32:13,559 that it doesn't occur to me how much we have team members 858 00:32:13,561 --> 00:32:16,195 who are going through really challenging times. 859 00:32:16,197 --> 00:32:19,165 I don't take the time to really appreciate 860 00:32:19,167 --> 00:32:21,734 these incredible people within our company, 861 00:32:21,736 --> 00:32:24,904 and there's more to do. 862 00:32:28,341 --> 00:32:30,109 - Hi, Grace. - Hi! 863 00:32:30,111 --> 00:32:34,280 So you're here to evaluate Nicole, who you trained. 864 00:32:34,282 --> 00:32:35,381 Yeah. 865 00:32:35,383 --> 00:32:36,482 How do you think she did? 866 00:32:36,484 --> 00:32:40,452 You know, sometimes she dropped the pearls. 867 00:32:40,454 --> 00:32:42,154 She was really good. 868 00:32:42,156 --> 00:32:44,123 It was kind of weird how good she was right away. 869 00:32:45,226 --> 00:32:46,191 Do I look familiar? 870 00:32:46,193 --> 00:32:47,993 Yeah, now. 871 00:32:47,995 --> 00:32:49,795 Are you Nicole? 872 00:32:49,797 --> 00:32:50,863 I was Nicole... 873 00:32:50,865 --> 00:32:53,232 That's incredible. I had no idea. 874 00:32:53,234 --> 00:32:56,768 But I'm Jessica, the CEO and founder of Stella and Dot. 875 00:32:56,770 --> 00:32:58,437 Oh, my god, yeah. 876 00:32:58,439 --> 00:33:00,305 I had no idea! 877 00:33:00,307 --> 00:33:02,608 Have you seen the show Undercover Boss? 878 00:33:02,610 --> 00:33:03,642 Yeah. 879 00:33:03,644 --> 00:33:04,610 You're on it. 880 00:33:04,612 --> 00:33:06,411 Oh, my God! 881 00:33:06,413 --> 00:33:07,779 I know I look like a tomato right now. 882 00:33:07,781 --> 00:33:10,248 I can't help it. 883 00:33:10,250 --> 00:33:12,184 Grace, you are amazing at your job. 884 00:33:12,186 --> 00:33:13,552 I was blown away. 885 00:33:13,554 --> 00:33:15,721 It's less than $100, three different lengths, 886 00:33:15,723 --> 00:33:17,222 so you get three different looks with it. 887 00:33:17,224 --> 00:33:19,091 Thank you. You can come back any time. 888 00:33:20,794 --> 00:33:23,528 I saw you in action, with this jewelry, 889 00:33:23,530 --> 00:33:26,765 but I wanted to give you a very special piece. 890 00:33:26,767 --> 00:33:28,934 In addition to your initials, it says, 891 00:33:28,936 --> 00:33:30,969 "You're amazing. XO, Jessica." 892 00:33:30,971 --> 00:33:34,606 Thank you. 893 00:33:34,608 --> 00:33:38,209 I will wear this every day. I really will. 894 00:33:38,211 --> 00:33:39,511 I also want to send you 895 00:33:39,513 --> 00:33:41,680 to the spa for a day, 896 00:33:41,682 --> 00:33:45,417 so that you can unwind and get your mind reset, 897 00:33:45,419 --> 00:33:47,686 so that you can take the next step with your business, 898 00:33:47,688 --> 00:33:49,621 'cause I know you're gonna take it far. 899 00:33:49,623 --> 00:33:53,491 Well, I... I've learned from the best, and 900 00:33:53,493 --> 00:33:59,063 thank you for teaching me that you can be a strong woman 901 00:33:59,065 --> 00:34:00,832 and powerful and have your own business 902 00:34:00,834 --> 00:34:02,567 but still not lose 903 00:34:02,569 --> 00:34:04,068 what makes you great about being a woman. 904 00:34:04,070 --> 00:34:05,303 That's right. 905 00:34:05,305 --> 00:34:08,106 When you shared with me about losing your father 906 00:34:08,108 --> 00:34:10,942 at such a young age, and I think to myself 907 00:34:10,944 --> 00:34:14,979 how much my dad is my rock, I know that 908 00:34:14,981 --> 00:34:18,916 there's not enough love in the world to replace what it's like 909 00:34:18,918 --> 00:34:21,319 for a daddy and a daughter. 910 00:34:21,321 --> 00:34:24,155 But I want you to know how much you're loved. 911 00:34:24,157 --> 00:34:26,691 And appreciated. 912 00:34:26,693 --> 00:34:28,793 So on behalf of Stella and Dot, 913 00:34:28,795 --> 00:34:33,431 we're going to make a $10,000 donation to a cancer foundation. 914 00:34:34,800 --> 00:34:36,734 Thank you. 915 00:34:38,003 --> 00:34:40,605 The idea that one family would not have to go through 916 00:34:40,607 --> 00:34:42,740 what we did is extraordinary, 917 00:34:42,742 --> 00:34:44,809 because of her generosity. 918 00:34:44,811 --> 00:34:46,343 - Thank you. - Thank you. 919 00:34:46,345 --> 00:34:49,246 It's not every day that your CEO, 920 00:34:49,248 --> 00:34:51,682 you know, tells you that they're really proud of you, 921 00:34:51,684 --> 00:34:55,986 and to realize that you are cared for and appreciated, 922 00:34:55,988 --> 00:34:59,924 it's a beautiful gesture and I'm so appreciative. 923 00:34:59,926 --> 00:35:01,192 Maria, 924 00:35:01,194 --> 00:35:02,927 you were extraordinary. 925 00:35:02,929 --> 00:35:05,830 - Thank you. - The greatest part of going undercover 926 00:35:05,832 --> 00:35:08,265 at the Stella and Dot design studio was seeing you work. 927 00:35:08,267 --> 00:35:10,801 - Thank you. - I can't believe how good you are at this. 928 00:35:10,803 --> 00:35:12,469 You would never know from the drawing, 929 00:35:12,471 --> 00:35:13,470 to use those. 930 00:35:13,472 --> 00:35:15,339 Always, I put my idea into it. 931 00:35:15,341 --> 00:35:17,274 - You put your idea into it? - Yes. 932 00:35:17,276 --> 00:35:19,810 You are such a talented artist. 933 00:35:19,812 --> 00:35:21,078 Thank you. 934 00:35:21,080 --> 00:35:23,814 Maria, everyone around you sees your talent 935 00:35:23,816 --> 00:35:25,883 and is so grateful for what you do, 936 00:35:25,885 --> 00:35:28,385 and we want to acknowledge that by giving you 937 00:35:28,387 --> 00:35:29,920 a promotion and a big raise. 938 00:35:29,922 --> 00:35:31,922 Thank you. Thank you. 939 00:35:31,924 --> 00:35:34,258 You are now going to be a sample designer. 940 00:35:34,260 --> 00:35:35,859 Thank you so much. 941 00:35:35,861 --> 00:35:38,762 Thank you. That's, um... 942 00:35:38,764 --> 00:35:41,231 my... my dream. 943 00:35:41,233 --> 00:35:44,935 You do an amazing job putting your mark on our design. 944 00:35:44,937 --> 00:35:47,137 - Thank you. - And I know how much it means to you 945 00:35:47,139 --> 00:35:50,173 when you talk to me about Juan and Kate, 946 00:35:50,175 --> 00:35:51,441 and his dreams. 947 00:35:51,443 --> 00:35:54,344 Oh, my god. They have a lot of dreams. 948 00:35:54,346 --> 00:35:55,345 Like me. 949 00:35:55,347 --> 00:35:57,481 And Juan wants to be an architect. 950 00:35:57,483 --> 00:35:58,882 Architect. 951 00:35:58,884 --> 00:36:02,953 How would it feel to send him to architect classes? 952 00:36:02,955 --> 00:36:05,255 Oh, my god, it's so... you know. 953 00:36:05,257 --> 00:36:09,693 We found one near your house that we can enroll Juan in, 954 00:36:09,695 --> 00:36:11,161 and we'll pay for it. 955 00:36:11,163 --> 00:36:14,998 Thank you. Thank you so much. 956 00:36:15,000 --> 00:36:17,634 Well, what about Kate? What would she like to do? 957 00:36:17,636 --> 00:36:19,569 She loves dance. 958 00:36:19,571 --> 00:36:22,305 - So does my little daughters. - She's funny... 959 00:36:22,307 --> 00:36:24,107 We dance all the time together. 960 00:36:24,109 --> 00:36:26,843 Do you think she'd like to go to dance lessons? 961 00:36:26,845 --> 00:36:27,877 Of course. 962 00:36:27,879 --> 00:36:29,646 I want to enroll Kate in 963 00:36:29,648 --> 00:36:31,614 a dance class near your home. 964 00:36:31,616 --> 00:36:32,849 and pay for her lessons. 965 00:36:32,851 --> 00:36:35,718 Thank you. Oh, my god. 966 00:36:38,355 --> 00:36:42,091 I know you talked about wanting them to have their own rooms, 967 00:36:42,093 --> 00:36:44,060 wanting to be able to make a nice home for them, 968 00:36:44,062 --> 00:36:45,528 and every mother wants that. 969 00:36:45,530 --> 00:36:47,997 I know you want to save for a house. 970 00:36:47,999 --> 00:36:50,199 - It's probably hard to do that... - Yes. 971 00:36:50,201 --> 00:36:51,234 paying all the bills, 972 00:36:51,236 --> 00:36:53,436 - every month. - Oh, my god, yeah. 973 00:36:53,438 --> 00:36:57,106 I want to pay your family's rent for a year. 974 00:36:57,108 --> 00:36:58,574 Oh, my God. 975 00:36:58,576 --> 00:37:00,410 That $24,000 976 00:37:00,412 --> 00:37:03,446 is going to feel like a big step towards saving for your home. 977 00:37:11,522 --> 00:37:13,322 Thank you. 978 00:37:13,324 --> 00:37:16,526 Thank you for helping. 979 00:37:18,328 --> 00:37:22,365 Jessica's my hero. 980 00:37:22,367 --> 00:37:24,166 Thank you so much. 981 00:37:24,168 --> 00:37:25,401 You know, when you are a mom, 982 00:37:25,403 --> 00:37:28,904 you want the very good things for your kids, 983 00:37:28,906 --> 00:37:31,674 so my dreams is complete now. 984 00:37:31,676 --> 00:37:34,443 Just... I feel very happy. 985 00:37:35,178 --> 00:37:36,178 Tyler. 986 00:37:36,180 --> 00:37:37,646 - You were incredible. - Thank you. 987 00:37:37,648 --> 00:37:39,315 You were such a sweet instructor, 988 00:37:39,317 --> 00:37:40,583 and you were good. 989 00:37:40,585 --> 00:37:41,750 You were really good. 990 00:37:41,752 --> 00:37:42,985 - Thank you so much. - I thought I was a good picker. 991 00:37:42,987 --> 00:37:45,988 You roasted me. 992 00:37:45,990 --> 00:37:47,923 - Uh oh. - Take your time. 993 00:37:49,393 --> 00:37:50,426 Come on... 994 00:37:50,428 --> 00:37:51,427 You know, I've been talking 995 00:37:51,429 --> 00:37:52,861 to your managers about you, Tyler, 996 00:37:52,863 --> 00:37:54,430 and what I heard 997 00:37:54,432 --> 00:37:58,534 was that you actually did something very extraordinary 998 00:37:58,536 --> 00:38:01,303 for your co-workers during the holiday season. 999 00:38:01,305 --> 00:38:04,506 Oh, yeah, I bought everybody insoles for their shoes, 1000 00:38:04,508 --> 00:38:06,809 'cause I bought some for myself and it really helps, 1001 00:38:06,811 --> 00:38:08,377 so I bought something for my whole department, 1002 00:38:08,379 --> 00:38:09,878 try to help everybody out. 1003 00:38:09,880 --> 00:38:12,447 To hear your story, about how you were 1004 00:38:12,449 --> 00:38:15,450 financially struggling before you had that job, 1005 00:38:15,452 --> 00:38:16,852 and then to get that job, 1006 00:38:16,854 --> 00:38:19,121 and what you do with your paycheck is help other people, 1007 00:38:19,123 --> 00:38:20,689 it's extraordinary. 1008 00:38:20,691 --> 00:38:22,391 You inspired me. 1009 00:38:22,393 --> 00:38:24,326 So in honor of you every year, 1010 00:38:24,328 --> 00:38:26,261 on people's anniversary, 1011 00:38:26,263 --> 00:38:27,296 they're getting a new pair of shoes after you. 1012 00:38:27,298 --> 00:38:29,631 Oh, my God. 1013 00:38:29,633 --> 00:38:32,134 They're gonna get... These have really nice, cushy... 1014 00:38:32,136 --> 00:38:33,502 - Yeah, these are... - Cushy feet! 1015 00:38:33,504 --> 00:38:35,871 These are my favorite color too. They look so nice! 1016 00:38:35,873 --> 00:38:37,873 People would love it. People will love it. 1017 00:38:37,875 --> 00:38:40,175 That is so amazing, it really is. 1018 00:38:40,177 --> 00:38:43,145 Tyler, you do so much for other people. 1019 00:38:43,147 --> 00:38:46,381 So I want to give you $5,000, 1020 00:38:46,383 --> 00:38:47,382 so that you don't have to take 1021 00:38:47,384 --> 00:38:49,484 every overtime hour that comes your way. 1022 00:38:51,788 --> 00:38:54,656 Oh, my God. 1023 00:38:54,658 --> 00:38:57,859 That's so, so amazing. I mean, thank you. 1024 00:38:57,861 --> 00:39:00,328 I can't put into words what this means to me. 1025 00:39:00,330 --> 00:39:02,530 - Can I have a hug? - Yes! 1026 00:39:02,532 --> 00:39:04,532 Thank you so much. 1027 00:39:04,534 --> 00:39:07,669 You don't know how much it means to me. 1028 00:39:07,671 --> 00:39:10,739 I've been through a lot like this. 1029 00:39:10,741 --> 00:39:13,775 You have been through a lot. 1030 00:39:13,777 --> 00:39:17,512 You know, I heard you talk about wanting to go to school. 1031 00:39:17,514 --> 00:39:18,646 Yeah. 1032 00:39:18,648 --> 00:39:19,714 What's your passion? 1033 00:39:19,716 --> 00:39:21,616 I was... I love psychology. 1034 00:39:21,618 --> 00:39:23,284 I just love to help people. 1035 00:39:23,286 --> 00:39:24,586 I can see that. 1036 00:39:24,588 --> 00:39:27,322 And I want to give you $20,000 to help toward your education. 1037 00:39:27,324 --> 00:39:28,923 Oh, my God. 1038 00:39:28,925 --> 00:39:32,126 My God, are you serious? 1039 00:39:32,128 --> 00:39:33,595 Thank you, thank you so much. 1040 00:39:33,597 --> 00:39:35,029 That means so much to me. 1041 00:39:35,031 --> 00:39:36,030 I'm going to make you proud. 1042 00:39:36,032 --> 00:39:38,800 I'm gonna do so well in school. 1043 00:39:38,802 --> 00:39:41,302 Thank you. Thank you so much. 1044 00:39:41,304 --> 00:39:43,304 I can't believe that. 1045 00:39:43,306 --> 00:39:47,074 She gave me $20,000 to help me with school, which is amazing. 1046 00:39:47,076 --> 00:39:50,678 That's so much money. I can never even... 1047 00:39:50,680 --> 00:39:53,481 think about even seeing that much money, you know? 1048 00:39:53,483 --> 00:39:55,883 Thank you so much. You are so generous. 1049 00:39:55,885 --> 00:39:58,452 You deserve it, Tyler. 1050 00:39:58,454 --> 00:39:59,587 - Thank you. - I'm very proud. 1051 00:39:59,589 --> 00:40:00,921 Thank you so much. 1052 00:40:00,923 --> 00:40:03,257 I feel like I can go anywhere I want to now. 1053 00:40:03,259 --> 00:40:06,327 If I set my mind on something, I feel like I can achieve it. 1054 00:40:06,329 --> 00:40:08,029 Jade. 1055 00:40:08,031 --> 00:40:09,296 You were so good. 1056 00:40:09,298 --> 00:40:10,331 Thank you. 1057 00:40:10,333 --> 00:40:11,632 You were so patient. 1058 00:40:11,634 --> 00:40:13,234 Thank you for calling Stella and Dot. 1059 00:40:13,236 --> 00:40:14,568 So what's going on? 1060 00:40:14,570 --> 00:40:16,337 You were so kind. 1061 00:40:16,339 --> 00:40:18,072 And that's what it takes. 1062 00:40:18,074 --> 00:40:20,941 So I talked to your management team, 1063 00:40:20,943 --> 00:40:24,712 and we're very excited to give you a promotion 1064 00:40:24,714 --> 00:40:26,147 to Lead Delight Associate. 1065 00:40:26,149 --> 00:40:28,716 No way! Oh, my God! 1066 00:40:28,718 --> 00:40:30,517 You're going to get a 20% raise. 1067 00:40:30,519 --> 00:40:32,052 No way! 1068 00:40:32,054 --> 00:40:33,487 Way. 1069 00:40:33,489 --> 00:40:35,289 Thank you. 1070 00:40:35,291 --> 00:40:36,523 Everyone around you 1071 00:40:36,525 --> 00:40:39,226 appreciates everything you do every day. 1072 00:40:39,228 --> 00:40:42,563 I can take care of my babies now. 1073 00:40:42,565 --> 00:40:43,964 You already do. 1074 00:40:43,966 --> 00:40:46,100 Oh, wow. 1075 00:40:46,102 --> 00:40:47,868 You're an extraordinary mother. 1076 00:40:47,870 --> 00:40:49,503 Thank you. 1077 00:40:49,505 --> 00:40:50,971 I really try. 1078 00:40:50,973 --> 00:40:54,007 I know that you've been putting yourself through school. 1079 00:40:54,009 --> 00:40:55,309 You've been working. 1080 00:40:55,311 --> 00:40:56,777 You don't feel like you have a lot of time 1081 00:40:56,779 --> 00:40:58,445 to just spend with your kids. 1082 00:40:58,447 --> 00:40:59,479 Yeah. 1083 00:40:59,481 --> 00:41:01,281 How old is Leah? Is she three? 1084 00:41:01,283 --> 00:41:02,649 - Yeah. - She's three? 1085 00:41:02,651 --> 00:41:05,786 You know, that was the age Charlie was when 1086 00:41:05,788 --> 00:41:08,021 I first took her to Disneyland. 1087 00:41:08,023 --> 00:41:09,923 One day. 1088 00:41:09,925 --> 00:41:12,826 That day might be sooner than you think. 1089 00:41:12,828 --> 00:41:16,897 I want to send you and your kids and your parents 1090 00:41:16,899 --> 00:41:20,434 on a one-week, all expenses paid trip to Disneyland. 1091 00:41:20,436 --> 00:41:22,903 You're also going to be paid for work while you're there, 1092 00:41:22,905 --> 00:41:26,006 just spending time with your incredible family. 1093 00:41:26,008 --> 00:41:27,340 They'll love it. 1094 00:41:27,342 --> 00:41:29,042 For sure. 1095 00:41:29,044 --> 00:41:30,610 Thank you. 1096 00:41:30,612 --> 00:41:33,613 You've been going since you were 18. 1097 00:41:33,615 --> 00:41:35,882 Yeah. 1098 00:41:35,884 --> 00:41:38,518 Gotta smile with the cards that you're dealt with, though. 1099 00:41:38,520 --> 00:41:39,586 You know? 1100 00:41:39,588 --> 00:41:42,789 I want to deal you some better cards, Jade. 1101 00:41:42,791 --> 00:41:44,958 I want to give you $15,000... 1102 00:41:47,996 --> 00:41:51,397 To just take some of the weight off. 1103 00:41:51,399 --> 00:41:54,367 Thank you. 1104 00:41:54,369 --> 00:41:56,169 Thank you very much. Sorry. 1105 00:41:56,171 --> 00:41:58,338 I'm a big baby. 1106 00:41:58,340 --> 00:42:00,940 To be validated by Jessica Herrin, 1107 00:42:00,942 --> 00:42:02,508 I feel like it's a dream. 1108 00:42:02,510 --> 00:42:04,611 The promotion and raise means 1109 00:42:04,613 --> 00:42:07,180 I can take care of my children comfortably. 1110 00:42:11,685 --> 00:42:14,287 I am. Thank you. 1111 00:42:14,289 --> 00:42:15,521 Thank you. 1112 00:42:15,523 --> 00:42:18,291 It's a huge, life-changing moment. 1113 00:42:18,293 --> 00:42:20,293 Hard work pays off. 1114 00:42:53,609 --> 00:43:03,609 Sync and corrections by explosiveskull www.MY-SUBS.com