1 00:00:10,677 --> 00:00:11,594 [exciting music] 2 00:00:11,678 --> 00:00:12,595 male announcer: More than 100 3 00:00:12,679 --> 00:00:14,597 of America's biggest bosses... 4 00:00:14,681 --> 00:00:16,307 - I just hope I can keep up with the guys. 5 00:00:16,391 --> 00:00:18,810 announcer: Have gone undercover 6 00:00:18,893 --> 00:00:19,728 in their own companies. 7 00:00:19,811 --> 00:00:21,980 - That wasn't as easy as it looks. 8 00:00:22,063 --> 00:00:23,440 [indistinct shouting] 9 00:00:23,523 --> 00:00:24,607 - Lift me up! 10 00:00:24,691 --> 00:00:26,025 - I'm about to just flip out, here. 11 00:00:26,109 --> 00:00:28,611 - I would almost swear you look like somebody else. 12 00:00:28,695 --> 00:00:29,779 - Right here, right now, 13 00:00:29,863 --> 00:00:31,614 we're gonna shut the restaurant down. 14 00:00:31,698 --> 00:00:33,491 announcer: More than $20 million 15 00:00:33,575 --> 00:00:35,243 has been awarded to employees... 16 00:00:35,326 --> 00:00:37,412 - I'll write up a check for $250,000. 17 00:00:37,495 --> 00:00:38,621 - Oh, my God. 18 00:00:38,705 --> 00:00:39,748 announcer: And millions of lives... 19 00:00:39,831 --> 00:00:40,457 - I'm gonna pay off the mortgage. 20 00:00:40,540 --> 00:00:42,292 announcer: Changed forever. 21 00:00:42,375 --> 00:00:43,960 - For real? - This is real. 22 00:00:44,043 --> 00:00:47,797 The greatest reward is to see people live their dream. 23 00:00:47,881 --> 00:00:48,798 - That's a life changer. 24 00:00:48,882 --> 00:00:53,261 [dramatic music] 25 00:00:53,344 --> 00:00:54,262 announcer: Tonight... 26 00:00:54,345 --> 00:00:56,389 - [gasps] That's a lot. 27 00:00:56,473 --> 00:00:59,184 announcer: A multimillionaire CEO goes deep undercover... 28 00:00:59,267 --> 00:01:02,812 - But we gotta get a little bit more of a pep in your step. 29 00:01:02,896 --> 00:01:05,273 - Owner of the world's leadig smoothie brand, 30 00:01:05,356 --> 00:01:07,609 Smoothie King, 31 00:01:07,692 --> 00:01:09,277 Korean businessman Wan Kim... 32 00:01:09,360 --> 00:01:13,490 - We believe we are gonna be bigger than McDonald's. 33 00:01:13,573 --> 00:01:15,158 announcer: Will be put to the test. 34 00:01:15,241 --> 00:01:17,827 - Whoa! What's happening? 35 00:01:17,911 --> 00:01:20,622 - He'll meet his match on the shop floor... 36 00:01:20,705 --> 00:01:21,998 - Whoa! Oh, my God. - Uh-oh, uh-oh! 37 00:01:22,081 --> 00:01:24,375 announcer: And discover some tough truths 38 00:01:24,459 --> 00:01:27,170 about the radical changes he's made. 39 00:01:27,253 --> 00:01:30,006 - I noticed instantly. Customers weren't happy. 40 00:01:30,089 --> 00:01:31,841 We're operating below standard. 41 00:01:31,925 --> 00:01:33,343 ♪ ♪ 42 00:01:33,426 --> 00:01:35,136 announcer: How will his coworkers react 43 00:01:35,220 --> 00:01:37,180 when they find out he's really the boss? 44 00:01:37,263 --> 00:01:40,225 - Oh, my God. I can't believe this. 45 00:01:40,308 --> 00:01:42,477 - [crying] 46 00:01:42,560 --> 00:01:45,230 announcer: All this next on "Undercover Boss." 47 00:01:46,356 --> 00:01:48,608 [upbeat music] 48 00:01:48,691 --> 00:01:49,776 ♪ ♪ 49 00:01:49,859 --> 00:01:53,154 - My name is Wan Kim, and I'm a CEO of Smoothie King. 50 00:01:53,238 --> 00:01:59,994 ♪ ♪ 51 00:02:00,078 --> 00:02:01,204 announcer: Headquartered in Dallas, Texas, 52 00:02:01,287 --> 00:02:05,166 Smoothie King is a $500-million-a-year business. 53 00:02:05,250 --> 00:02:07,919 ♪ ♪ 54 00:02:08,002 --> 00:02:08,920 - Here you go, my man. 55 00:02:09,003 --> 00:02:09,420 - Good morning. 56 00:02:09,504 --> 00:02:11,339 all: Good morning. 57 00:02:11,422 --> 00:02:14,384 announcer: Since buying the company in 2012, 58 00:02:14,467 --> 00:02:17,262 CEO Wan Kim has doubled their stores 59 00:02:17,345 --> 00:02:20,098 to over 1,000 across 32 states... 60 00:02:20,181 --> 00:02:22,267 ♪ ♪ 61 00:02:22,350 --> 00:02:26,229 And tripled smoothie sales annually to 75 million, 62 00:02:26,312 --> 00:02:28,731 growing Smoothie King into 63 00:02:28,815 --> 00:02:31,234 the world's leading smoothie brand. 64 00:02:31,317 --> 00:02:34,529 ♪ ♪ 65 00:02:34,612 --> 00:02:38,366 - Smoothie King was founded in 1973 by Steve Kuhnau 66 00:02:38,449 --> 00:02:40,702 in New Orleans. 67 00:02:40,785 --> 00:02:43,246 Steve came up with the name "smoothie," 68 00:02:43,329 --> 00:02:45,290 and he is the original inventor. 69 00:02:45,373 --> 00:02:49,961 He actually wanted to cure his own allergy, 70 00:02:50,044 --> 00:02:54,507 so he started blending some of the nutrients with fruits, 71 00:02:54,591 --> 00:02:56,259 and then his friends started to talk about, 72 00:02:56,342 --> 00:02:59,053 "Ooh, it's very smoothie." 73 00:02:59,137 --> 00:03:00,096 [laughs] 74 00:03:00,179 --> 00:03:01,431 ♪ ♪ 75 00:03:01,514 --> 00:03:03,433 I was born in Seoul, Korea. 76 00:03:03,516 --> 00:03:06,144 My father owns a manufacturing business, 77 00:03:06,227 --> 00:03:11,357 and I grew up in a pretty wealthy, uh, environment. 78 00:03:11,441 --> 00:03:14,569 In 2003, I was looking for the opportunity 79 00:03:14,652 --> 00:03:18,823 to bring some unique concepts into Korea. 80 00:03:18,907 --> 00:03:20,950 When I met Steve Kuhnau, 81 00:03:21,034 --> 00:03:24,162 I loved the culture that he embodied in the company. 82 00:03:24,245 --> 00:03:27,415 [tense music] 83 00:03:27,498 --> 00:03:29,334 When we opened our first stoe in Korea, 84 00:03:29,417 --> 00:03:33,588 we literally worked 14 to 16 hours a day 85 00:03:33,671 --> 00:03:34,839 for seven days a week. 86 00:03:34,923 --> 00:03:40,470 And I was able to open about 100 stores over seven years. 87 00:03:40,553 --> 00:03:43,514 That's when I realized I love what I do. 88 00:03:43,598 --> 00:03:44,641 This is the time. 89 00:03:44,724 --> 00:03:48,311 I asked Steve Kuhnau whether he is willing to sell. 90 00:03:48,394 --> 00:03:50,313 - Oh, my God. It looks good. 91 00:03:50,396 --> 00:03:54,859 - When I bought the company, I told my wife, 92 00:03:54,943 --> 00:03:57,987 "We have to move to New Orleans." 93 00:03:58,071 --> 00:04:00,365 She said, "New what?" 94 00:04:00,448 --> 00:04:02,367 [laughs] 95 00:04:03,451 --> 00:04:04,953 When I bought this company, 96 00:04:05,036 --> 00:04:07,163 there are a lot of changes we made. 97 00:04:07,246 --> 00:04:08,206 We changed our store design. 98 00:04:08,289 --> 00:04:11,459 I mean, literally, we changed everything. 99 00:04:11,542 --> 00:04:13,878 We changed our product. 100 00:04:13,962 --> 00:04:15,338 There are a lot of people who believe smoothies 101 00:04:15,421 --> 00:04:17,340 to be very healthy, 102 00:04:17,423 --> 00:04:19,300 so we launched Clean Blends. 103 00:04:19,384 --> 00:04:22,345 We have brought more whole fruits, 104 00:04:22,428 --> 00:04:23,638 organic veggies. 105 00:04:23,721 --> 00:04:25,848 We eliminated artificial color, 106 00:04:25,932 --> 00:04:28,017 flavor, and preservatives. 107 00:04:28,101 --> 00:04:30,311 We also have eliminated added sugar 108 00:04:30,395 --> 00:04:33,690 in over 40 smoothies that we sell. 109 00:04:33,773 --> 00:04:36,192 - Here's a Recharge Pineapple right here. 110 00:04:36,275 --> 00:04:38,277 - And I do really believe what we have done 111 00:04:38,361 --> 00:04:40,363 is the right thing to do. 112 00:04:40,446 --> 00:04:42,365 ♪ ♪ 113 00:04:42,448 --> 00:04:44,701 In order for us to be part 114 00:04:44,784 --> 00:04:47,328 of your health and fitness journey, 115 00:04:47,412 --> 00:04:50,206 we have to keep changing. 116 00:04:50,289 --> 00:04:53,209 [upbeat music] 117 00:04:53,293 --> 00:04:54,877 We have three kids. 118 00:04:54,961 --> 00:04:56,879 Two girls are in New York 119 00:04:56,963 --> 00:04:58,506 studying at Columbia University, 120 00:04:58,589 --> 00:05:03,344 and my little boy, who's 12, is still with me in Dallas. 121 00:05:03,428 --> 00:05:06,431 - What are you gonna do for the next two weeks? 122 00:05:06,514 --> 00:05:07,265 - Uh, I'm gonna be undercover. 123 00:05:07,348 --> 00:05:09,851 I'm gonna go in, you know, 124 00:05:09,934 --> 00:05:12,395 see the stores, meet my team, 125 00:05:12,478 --> 00:05:15,064 really try to understand how they do. 126 00:05:15,148 --> 00:05:16,399 - What are they gonna transform you into? 127 00:05:16,482 --> 00:05:19,235 - I'm gonna be Song Li, 128 00:05:19,318 --> 00:05:21,195 and I'm gonna be just a lot younger 129 00:05:21,279 --> 00:05:22,363 and hip and trendy. 130 00:05:22,447 --> 00:05:24,866 [laughs] 131 00:05:24,949 --> 00:05:27,035 By 2024, 132 00:05:27,118 --> 00:05:28,745 we wanna double number of stores 133 00:05:28,828 --> 00:05:30,705 as well as our sales. 134 00:05:30,788 --> 00:05:33,791 We wanna make sure that we have good presence in California 135 00:05:33,875 --> 00:05:35,543 as well as New York. 136 00:05:35,626 --> 00:05:39,255 We believe we are gonna be bigger than McDonald's. 137 00:05:39,338 --> 00:05:40,256 ♪ ♪ 138 00:05:40,339 --> 00:05:41,883 I decide to go undercover 139 00:05:41,966 --> 00:05:42,800 because I really want to know 140 00:05:42,884 --> 00:05:45,762 if there are any issues in my store 141 00:05:45,845 --> 00:05:48,598 because of all the changes I have brought in. 142 00:05:48,681 --> 00:05:50,975 ♪ ♪ 143 00:05:51,059 --> 00:05:51,559 [gasps] 144 00:05:51,642 --> 00:05:54,437 [laughing] Oh, my God! 145 00:05:54,520 --> 00:05:57,607 Look at me. 146 00:05:57,690 --> 00:05:59,567 I can go to the club tonight. 147 00:05:59,650 --> 00:06:01,778 [laughs] 148 00:06:01,861 --> 00:06:04,405 Okay. Holy cow. 149 00:06:04,489 --> 00:06:05,782 All right. 150 00:06:05,865 --> 00:06:07,408 [both laughing] 151 00:06:07,492 --> 00:06:11,829 Uh, please meet Song Li. 152 00:06:11,913 --> 00:06:13,414 - Oh. Oh, no. 153 00:06:13,498 --> 00:06:14,415 - All right, honey, give me a hug. 154 00:06:14,499 --> 00:06:16,417 - Oh, my God! Oh, my God! 155 00:06:16,501 --> 00:06:20,755 - Honey? Aww, this is me. 156 00:06:20,838 --> 00:06:21,756 While I'm undercover, 157 00:06:21,839 --> 00:06:24,509 I'll be posing as a failed fashion retailer. 158 00:06:24,592 --> 00:06:28,638 My coworkers will be told I'm taking part 159 00:06:28,721 --> 00:06:29,889 in a documentary, 160 00:06:29,972 --> 00:06:31,933 and I'm looking for a second career 161 00:06:32,016 --> 00:06:34,143 as a Smoothie King franchisee. 162 00:06:34,227 --> 00:06:36,979 They have no idea that it's "Undercover Boss." 163 00:06:37,063 --> 00:06:40,108 [dramatic music] 164 00:06:40,191 --> 00:06:40,483 all: Bye. 165 00:06:40,566 --> 00:06:42,652 - Miss you. 166 00:06:42,735 --> 00:06:43,653 - Bye. 167 00:06:43,736 --> 00:06:46,823 ♪ ♪ 168 00:06:48,074 --> 00:06:52,161 ♪ ♪ 169 00:06:52,245 --> 00:06:52,578 [train wheels clacking] 170 00:06:52,662 --> 00:06:53,621 [cars passing] 171 00:06:53,704 --> 00:07:00,002 ♪ ♪ 172 00:07:00,086 --> 00:07:04,132 - Having this look makes me totally different person. 173 00:07:04,215 --> 00:07:08,177 I mean, I feel like I'm in "007"--a movie. 174 00:07:08,261 --> 00:07:10,596 I've been to this store before-- 175 00:07:10,680 --> 00:07:12,849 actually, a few times. 176 00:07:12,932 --> 00:07:14,892 I am a little nervous. 177 00:07:14,976 --> 00:07:18,062 I hope I'm not gonna be discovered today. 178 00:07:18,146 --> 00:07:23,818 This store is run by a very experienced manager, Skyler. 179 00:07:23,901 --> 00:07:25,528 While I'm undercover, 180 00:07:25,611 --> 00:07:29,866 I wanna really find out how Skyler has been embracing 181 00:07:29,949 --> 00:07:31,450 all the changes that we made, 182 00:07:31,534 --> 00:07:33,327 but also furthermore, 183 00:07:33,411 --> 00:07:36,497 I'd like to know how our guests are engaged with those. 184 00:07:36,581 --> 00:07:40,001 - Hey. How's it going? - Hello. 185 00:07:40,084 --> 00:07:41,502 - Nice to meet you. So what's your name? 186 00:07:41,586 --> 00:07:42,587 - Song. - Song? 187 00:07:42,670 --> 00:07:44,213 My name's Skyler. - Skyler? 188 00:07:44,297 --> 00:07:46,757 - So I heard you were trying to learn just the ropes 189 00:07:46,841 --> 00:07:48,384 of running the Smoothie King, right? 190 00:07:48,467 --> 00:07:49,552 - Uh-huh, uh-huh. - Okay, okay. 191 00:07:49,635 --> 00:07:50,928 So, I'm definitely the guy. - Okay. 192 00:07:51,012 --> 00:07:52,763 - Okay, so let me--let me get you a shirt. 193 00:07:52,847 --> 00:07:54,223 It's right back here. - All right. 194 00:07:54,307 --> 00:07:56,184 - All right, so now you are officially part 195 00:07:56,267 --> 00:07:57,894 of the Smoothie King team. - Awesome. 196 00:07:57,977 --> 00:07:59,187 - [chuckles] - Okay. 197 00:07:59,270 --> 00:08:01,230 [upbeat music] 198 00:08:01,314 --> 00:08:02,064 - So this'll actually be perfect 199 00:08:02,148 --> 00:08:04,233 'cause we just had a customer come by. 200 00:08:04,317 --> 00:08:06,402 They've actually bought a very popular smoothie, 201 00:08:06,485 --> 00:08:08,070 which is our, um, high protein, 202 00:08:08,154 --> 00:08:09,280 and they got the banana version. 203 00:08:09,363 --> 00:08:10,323 And so as you see, 204 00:08:10,406 --> 00:08:13,117 it pretty much gives you all the simple steps here. 205 00:08:13,201 --> 00:08:13,701 So as you see, it says "water," 206 00:08:13,784 --> 00:08:17,079 so we'll do seven pumps. 207 00:08:17,163 --> 00:08:18,289 - As soon as I got in there, 208 00:08:18,372 --> 00:08:22,710 I tried to pretend that I'm really new, new, new on this, 209 00:08:22,793 --> 00:08:25,129 but he did a awesome job. 210 00:08:25,213 --> 00:08:25,963 - So next is banana. 211 00:08:26,047 --> 00:08:28,424 So you see how it says "green disher"? 212 00:08:28,507 --> 00:08:29,300 There you are. 213 00:08:29,383 --> 00:08:30,718 See, I think that's a little bit too much. 214 00:08:30,801 --> 00:08:32,929 Portion control is everything 215 00:08:33,012 --> 00:08:33,596 because at the end of the day, 216 00:08:33,679 --> 00:08:36,098 it's a penny type of business. 217 00:08:36,182 --> 00:08:37,058 - Portion's good? - That's perfect. 218 00:08:37,141 --> 00:08:39,810 - I really appreciate him saying that, 219 00:08:39,894 --> 00:08:41,812 because I was franchisee. 220 00:08:41,896 --> 00:08:45,066 I understand how important portioning can be 221 00:08:45,149 --> 00:08:46,651 when you try to get to the right profitability. 222 00:08:46,734 --> 00:08:49,320 - Do a little bit less. There you go. 223 00:08:49,403 --> 00:08:50,613 That--that'll work. 224 00:08:50,696 --> 00:08:52,573 Okay, and the last thing is the ice. 225 00:08:52,657 --> 00:08:54,492 It should be approximately 33 cubes. 226 00:08:54,575 --> 00:08:56,661 Uh, we need a little bit more than that. 227 00:08:56,744 --> 00:08:58,120 That should do. 228 00:09:00,206 --> 00:09:03,167 All right, so next is the blender, okay? 229 00:09:03,251 --> 00:09:04,168 [blender grinding] 230 00:09:04,252 --> 00:09:05,169 Perfect. 231 00:09:05,253 --> 00:09:05,711 - Okay, my first smoothie. 232 00:09:05,795 --> 00:09:06,712 - Your first smoothie. 233 00:09:06,796 --> 00:09:08,673 But--this is the key, though-- 234 00:09:08,756 --> 00:09:10,758 at Smoothie King, we have to get it done 235 00:09:10,841 --> 00:09:12,969 in three minutes and 30 seconds. 236 00:09:13,052 --> 00:09:14,262 [tense music] 237 00:09:14,345 --> 00:09:15,638 We have customers that are on the go. 238 00:09:15,721 --> 00:09:16,681 We have customers that are on lunch. 239 00:09:16,764 --> 00:09:19,433 So you always have to be fast. 240 00:09:19,517 --> 00:09:21,102 Order for Krista. - Thank you much. 241 00:09:21,185 --> 00:09:22,478 - Thank you. You have a great day. 242 00:09:22,562 --> 00:09:23,980 ♪ ♪ 243 00:09:24,063 --> 00:09:25,606 And it looks like we have another ticket, 244 00:09:25,690 --> 00:09:27,149 so we can give this a try again. 245 00:09:27,233 --> 00:09:28,150 - All right. 246 00:09:28,234 --> 00:09:29,151 - I'm gonna time you to make sure 247 00:09:29,235 --> 00:09:32,071 that we have this three minutes and 30 seconds. 248 00:09:32,154 --> 00:09:34,240 Starting now. 249 00:09:34,323 --> 00:09:37,159 - Was really concentrating, uh, on portioning 250 00:09:37,243 --> 00:09:39,996 as well as making sure the smoothies are right. 251 00:09:40,079 --> 00:09:42,665 - So let's try to do this a little bit faster. 252 00:09:42,748 --> 00:09:45,710 But again, portion control is the key. 253 00:09:45,793 --> 00:09:47,336 - I was very overwhelmed. 254 00:09:47,420 --> 00:09:48,629 - So that was a little bit over-portioned. 255 00:09:48,713 --> 00:09:51,007 - Whoa! - Uh-oh, uh-oh! 256 00:09:51,090 --> 00:09:54,218 I think he is moving a little too slow for me. 257 00:09:54,302 --> 00:09:54,969 We had to get that three minutes 258 00:09:55,052 --> 00:09:57,138 and 30 second time frame going. 259 00:09:57,221 --> 00:09:58,514 We're at two minutes. 260 00:09:58,597 --> 00:10:00,391 We gotta go a li-- just a little bit faster. 261 00:10:00,474 --> 00:10:02,643 - I'm like, "Whoa, Skyler, stop it. 262 00:10:02,727 --> 00:10:05,313 This is my first day." 263 00:10:05,396 --> 00:10:07,189 - He needs to get faster, quicker. 264 00:10:07,273 --> 00:10:08,190 This is Smoothie King. 265 00:10:08,274 --> 00:10:09,650 We gotta have a lotta, lotta energy. 266 00:10:09,734 --> 00:10:10,735 - "Song, Song, Song, 267 00:10:10,818 --> 00:10:12,695 you gotta go faster, faster, faster." 268 00:10:12,778 --> 00:10:13,821 - 28 more seconds. 269 00:10:13,904 --> 00:10:14,822 We gotta pour this smoothie 270 00:10:14,905 --> 00:10:16,198 and we have to get this smoothie out. 271 00:10:16,282 --> 00:10:19,327 - With the pressure, I kind of had my meltdown, 272 00:10:19,410 --> 00:10:20,870 and I started to make some mistakes. 273 00:10:20,953 --> 00:10:21,912 Think I'm a little bit short. 274 00:10:21,996 --> 00:10:23,122 - Yeah, that came up a little short, 275 00:10:23,205 --> 00:10:24,123 so we're gonna have to remake that. 276 00:10:24,206 --> 00:10:25,207 - Got it. 277 00:10:25,291 --> 00:10:26,792 I felt really bad because, you know, 278 00:10:26,876 --> 00:10:29,045 our guests had to wait 279 00:10:29,128 --> 00:10:31,839 and they had to be really patient. 280 00:10:31,922 --> 00:10:32,882 Sorry about that. - Thank you. 281 00:10:32,965 --> 00:10:34,175 No, you're good, man. You're good. 282 00:10:34,258 --> 00:10:35,217 - And thank you so much for your patience. 283 00:10:35,301 --> 00:10:36,677 - No, you're great, man. 284 00:10:36,761 --> 00:10:38,763 - Since buying this company, 285 00:10:38,846 --> 00:10:40,681 I have brought in Clean Blends. 286 00:10:40,765 --> 00:10:44,810 We eliminated artificial flavor, color. 287 00:10:44,894 --> 00:10:46,854 We do not put added sugar. 288 00:10:46,937 --> 00:10:49,023 I want to find out 289 00:10:49,106 --> 00:10:51,025 if the teams working in the stores 290 00:10:51,108 --> 00:10:52,777 are behind our new vision. 291 00:10:52,860 --> 00:10:56,113 When I actually looked at this business, 292 00:10:56,197 --> 00:11:00,076 like, the difference between, uh, Smoothie King and Jamba 293 00:11:00,159 --> 00:11:02,244 was I thought that, uh, clean-- 294 00:11:02,328 --> 00:11:03,913 clean--cleaning blends, or Clean Blends-- 295 00:11:03,996 --> 00:11:04,914 - Cleaner blends, yeah. 296 00:11:04,997 --> 00:11:05,748 - Yeah, what do you think of it? 297 00:11:05,831 --> 00:11:07,917 - I noticed instantly 298 00:11:08,000 --> 00:11:10,336 when we brought out the cleaner blending... 299 00:11:10,419 --> 00:11:12,421 - Right. - The customers weren't happy. 300 00:11:12,505 --> 00:11:15,883 - When Skyler told me, uh, about Clean Blends, 301 00:11:15,966 --> 00:11:17,134 I will be honest-- 302 00:11:17,218 --> 00:11:17,760 really, you know, it hurts. 303 00:11:17,843 --> 00:11:19,845 ♪ ♪ 304 00:11:28,687 --> 00:11:29,271 [tense music] 305 00:11:29,355 --> 00:11:31,607 - Since buying this company, 306 00:11:31,690 --> 00:11:33,943 I have brought in clean blends. 307 00:11:34,026 --> 00:11:35,277 What do you think of them? 308 00:11:35,361 --> 00:11:37,071 Cleani--cleaning blends or clean blends? 309 00:11:37,154 --> 00:11:38,322 - Cleaner blends, yeah. 310 00:11:38,406 --> 00:11:39,657 I noticed instantly, 311 00:11:39,740 --> 00:11:42,076 when we brought out the cleaner blending... 312 00:11:42,159 --> 00:11:44,203 - Right. - The customers weren't happy. 313 00:11:45,579 --> 00:11:48,958 Literally, we had customers that's been at Smoothie King 314 00:11:49,041 --> 00:11:49,750 for over ten years... - Right. 315 00:11:49,834 --> 00:11:52,420 - And their complaint was, 316 00:11:52,503 --> 00:11:53,754 "I've been getting the same smoothie. 317 00:11:53,838 --> 00:11:55,256 You can't tell me..." - Got it. 318 00:11:55,339 --> 00:11:56,465 "To be healthier. 319 00:11:56,549 --> 00:11:58,175 "If I want a smoothie with sugar in it, 320 00:11:58,259 --> 00:11:59,510 I want my smoothie with sugar in it." 321 00:11:59,593 --> 00:12:01,470 - Got it. - Us, as managers, 322 00:12:01,554 --> 00:12:02,888 we took the blame for it. - Oh. 323 00:12:02,972 --> 00:12:04,974 - Not only did they think that we were making the changes, 324 00:12:05,057 --> 00:12:06,684 just even on the corporate level... 325 00:12:06,767 --> 00:12:08,185 - Right, right, right. - You know, our bosses, 326 00:12:08,269 --> 00:12:10,312 they were saying that we weren't meeting these numbers. 327 00:12:10,396 --> 00:12:12,481 It affected my bonus a lot. 328 00:12:12,565 --> 00:12:14,442 I would say by at least 75%. 329 00:12:14,525 --> 00:12:15,818 Higher management was upset with us. 330 00:12:15,901 --> 00:12:18,779 They were blaming us for basically lower sales 331 00:12:18,863 --> 00:12:21,198 that we had no control over. 332 00:12:21,282 --> 00:12:22,825 Picture if you were a franchisee... 333 00:12:22,908 --> 00:12:23,993 - Right. 334 00:12:24,076 --> 00:12:25,119 - And you've been making all of this money... 335 00:12:25,202 --> 00:12:25,953 - Right. - And then 336 00:12:26,036 --> 00:12:27,955 the owner of it just switches it up. 337 00:12:28,038 --> 00:12:29,957 - Right, right, right. 338 00:12:30,040 --> 00:12:31,000 - And then your money starts to trickle down 339 00:12:31,083 --> 00:12:32,835 to a whole different level. - Oh, that'd be bad. 340 00:12:32,918 --> 00:12:34,712 I'm not gonna be happy with it. - Exactly. 341 00:12:34,795 --> 00:12:37,673 ♪ ♪ 342 00:12:37,756 --> 00:12:42,261 - When Skyler told me, uh, about the impact at the stor, 343 00:12:42,344 --> 00:12:45,139 it just hurts my feeling that he had to go through 344 00:12:45,222 --> 00:12:48,851 all this difficult time because of, uh, my decision. 345 00:12:48,934 --> 00:12:53,022 We need to do a better job of communicating to our team. 346 00:12:53,105 --> 00:12:54,523 ♪ ♪ 347 00:12:54,607 --> 00:12:55,900 - Number 32, blueberry banana. 348 00:12:55,983 --> 00:12:58,903 [quirky music] 349 00:12:58,986 --> 00:13:00,821 You wanna put a little bit, uh-- 350 00:13:00,905 --> 00:13:03,699 put a little bit of muscle into it. 351 00:13:03,782 --> 00:13:04,909 - Okay. I can do that. 352 00:13:04,992 --> 00:13:05,993 - I actually saved this job just for you. 353 00:13:06,076 --> 00:13:09,413 [both laugh] - Oh, all right. 354 00:13:09,497 --> 00:13:11,207 - You wanna at least keep an eye on it. 355 00:13:11,290 --> 00:13:13,876 - When I was thinking about, you know, franchising business, 356 00:13:13,959 --> 00:13:16,086 I also thought about, you know, 357 00:13:16,170 --> 00:13:19,381 whether my kids can have these products every day. 358 00:13:19,465 --> 00:13:21,050 - Exactly. And it's funny you say that, 359 00:13:21,133 --> 00:13:23,219 'cause my daughter, she is-- 360 00:13:23,302 --> 00:13:24,887 she is trying to be vegan like her father. 361 00:13:24,970 --> 00:13:27,014 You know what I mean? She's making little steps. 362 00:13:27,097 --> 00:13:29,391 - How did you become a vegan? 363 00:13:29,475 --> 00:13:31,769 - So I definitely chose to become vegan, um, 364 00:13:31,852 --> 00:13:35,564 between my health-- and even in my family, 365 00:13:35,648 --> 00:13:38,234 you know, we've had health issues. 366 00:13:38,317 --> 00:13:40,778 Uh, my mother, she passed away from cancer. 367 00:13:40,861 --> 00:13:42,404 - Oh. [stirring music] 368 00:13:42,488 --> 00:13:44,865 - I had a older brother a few years older than me. 369 00:13:44,949 --> 00:13:47,159 About two years ago he... - [gasps] 370 00:13:47,243 --> 00:13:48,410 He died of a heart attack. 371 00:13:48,494 --> 00:13:49,620 - Oh, my goodness. - And so-- 372 00:13:49,703 --> 00:13:50,746 - He was young. - Yeah. 373 00:13:50,829 --> 00:13:52,331 - You know, and he was only 32. 374 00:13:52,414 --> 00:13:53,582 So you know what I mean? 375 00:13:53,666 --> 00:13:57,962 It's all of the more for me to live this healthy lifestyle. 376 00:13:58,045 --> 00:14:00,089 And, you know, that's another reason why 377 00:14:00,172 --> 00:14:01,215 it's fun to work at Smoothie King. 378 00:14:01,298 --> 00:14:04,593 - Skyler told me about his mother and brother. 379 00:14:04,677 --> 00:14:05,970 That was very touching. 380 00:14:06,053 --> 00:14:08,931 I felt, "Oh, my God. What a tragedy." 381 00:14:09,014 --> 00:14:11,767 [dramatic music] 382 00:14:11,850 --> 00:14:12,476 If you were me, 383 00:14:12,560 --> 00:14:13,811 why would I choose Smoothie King? 384 00:14:13,894 --> 00:14:14,937 - 'Cause this is a great brand. 385 00:14:15,020 --> 00:14:18,315 - So you wanna be a franchise too. 386 00:14:18,399 --> 00:14:19,650 - Yeah, definitely, definitely. 387 00:14:19,733 --> 00:14:21,735 I--I've made this a goal since high school. 388 00:14:21,819 --> 00:14:23,779 Coming from where I come from... [chuckles] 389 00:14:23,862 --> 00:14:25,030 It's not many of us that can franchise. 390 00:14:25,114 --> 00:14:27,116 You know what I mean? So, uh-- 391 00:14:27,199 --> 00:14:29,243 - Are you close or-- 392 00:14:29,326 --> 00:14:30,578 [laughs] - I thought-- 393 00:14:30,661 --> 00:14:31,996 I thought I was close, but... 394 00:14:32,079 --> 00:14:34,790 you have to have that money, you know? 395 00:14:34,873 --> 00:14:35,833 To--to do it. - Yeah, yeah. 396 00:14:35,916 --> 00:14:37,334 - You know, that's not gonna keep me down. 397 00:14:37,418 --> 00:14:39,420 I'm gonna keep trying and I'm gonna get it. 398 00:14:39,503 --> 00:14:41,130 - Okay. Wow. 399 00:14:41,213 --> 00:14:43,299 [tense music] 400 00:14:43,382 --> 00:14:47,094 I really want to tell him that I started owning one store 401 00:14:47,177 --> 00:14:50,306 as a franchisee, and here I am, 402 00:14:50,389 --> 00:14:52,182 so why can't he do that? 403 00:14:52,266 --> 00:14:53,934 He should be able to do it. 404 00:14:54,018 --> 00:14:57,605 [acoustic music] 405 00:14:57,688 --> 00:14:59,982 Seriously, I am very happy to find out 406 00:15:00,065 --> 00:15:04,320 that our team members have amazing passion 407 00:15:04,403 --> 00:15:05,988 about what we do. 408 00:15:06,071 --> 00:15:08,616 I learned a lot that, uh, next time, 409 00:15:08,699 --> 00:15:09,992 when we roll out the changes, 410 00:15:10,075 --> 00:15:11,827 we really have to do a better job 411 00:15:11,910 --> 00:15:15,623 so that they understand why we are making those decisions 412 00:15:15,706 --> 00:15:18,292 and work more closely with our managers 413 00:15:18,375 --> 00:15:20,794 so they are prepared for the future. 414 00:15:20,878 --> 00:15:22,546 [tense music] 415 00:15:22,630 --> 00:15:23,172 announcer: Coming up, 416 00:15:23,255 --> 00:15:25,132 the boss gets a shock. 417 00:15:25,215 --> 00:15:27,635 - We're operating below standard. 418 00:15:27,718 --> 00:15:28,636 - Below standard? - Yes. 419 00:15:28,719 --> 00:15:30,220 - Frankly, I was very frustrated. 420 00:15:30,304 --> 00:15:33,015 announcer: And he's put to the ultimate test. 421 00:15:33,098 --> 00:15:34,850 - Whoa! That was my fault. 422 00:15:34,933 --> 00:15:35,851 What's happening? 423 00:15:35,934 --> 00:15:36,977 I screwed up so many times! 424 00:15:48,989 --> 00:15:51,909 [country music] 425 00:15:51,992 --> 00:15:56,872 ♪ ♪ 426 00:15:56,955 --> 00:16:00,084 - Today I'm gonna be working my first $5 Friday, 427 00:16:00,167 --> 00:16:03,045 when our smoothies are discounted 428 00:16:03,128 --> 00:16:03,921 to only $5. 429 00:16:04,004 --> 00:16:06,548 - 32-ounce Caribbean Way, right? 430 00:16:06,632 --> 00:16:08,550 - And I have come to this store 431 00:16:08,634 --> 00:16:12,262 because it is owned by our third-biggest franchisee. 432 00:16:12,346 --> 00:16:14,056 Out of 1,100 stores, 433 00:16:14,139 --> 00:16:16,016 a little less than 50 stores are company-owned, 434 00:16:16,100 --> 00:16:18,936 and the rest are franchises. 435 00:16:19,019 --> 00:16:20,896 - What can I get for you today? 436 00:16:20,979 --> 00:16:22,064 - Franchising business is very difficult 437 00:16:22,147 --> 00:16:25,567 because we want to make sure that those stores 438 00:16:25,651 --> 00:16:27,736 maintain our operational standard. 439 00:16:27,820 --> 00:16:29,071 And that matters 440 00:16:29,154 --> 00:16:31,073 because consistency in this business is the key. 441 00:16:31,156 --> 00:16:34,410 Today, Alvin thinks I'm here 442 00:16:34,493 --> 00:16:36,578 to learn about $5 Friday 443 00:16:36,662 --> 00:16:39,248 because I'm thinking of becoming a franchisee. 444 00:16:39,331 --> 00:16:40,874 But really, 445 00:16:40,958 --> 00:16:43,711 I want to see if our franchisees meet our standar. 446 00:16:43,794 --> 00:16:45,087 Good morning. - How's it going? 447 00:16:45,170 --> 00:16:46,255 - How are you? - I'm Alvin. 448 00:16:46,338 --> 00:16:47,548 - Song Li. - Song Li? 449 00:16:47,631 --> 00:16:48,632 both: Nice to meet you. 450 00:16:48,716 --> 00:16:49,925 Welcome to Smoothie King. - All right. 451 00:16:50,008 --> 00:16:51,009 - It's $5 Friday. 452 00:16:51,093 --> 00:16:52,386 It's our busiest day of the week, 453 00:16:52,469 --> 00:16:54,596 so we'll get you a shirt and we'll get you started. 454 00:16:54,680 --> 00:16:55,723 - All right. Thank you so much. 455 00:16:55,806 --> 00:16:56,306 - Yeah, no problem. - I'm not gonna let you down. 456 00:16:56,390 --> 00:16:57,182 - Yeah. - I promise. 457 00:16:57,266 --> 00:16:59,268 - Sweet, man. - All right. 458 00:17:01,687 --> 00:17:03,439 [upbeat music] 459 00:17:03,522 --> 00:17:04,565 - All right. 460 00:17:04,648 --> 00:17:06,734 What do you know about $5 Friday already? 461 00:17:06,817 --> 00:17:09,111 - Uh, it's a busy day. 462 00:17:09,194 --> 00:17:11,447 - It's a good day of business, but it's kinda hard on us, 463 00:17:11,530 --> 00:17:12,406 where we're--we're working. We're hungry. 464 00:17:12,489 --> 00:17:14,283 - It's like that. - Your pineapple spinach. 465 00:17:14,366 --> 00:17:15,951 Y'all have a great day. 466 00:17:16,034 --> 00:17:17,661 - You guys come a lot? - Mm-mm. 467 00:17:17,745 --> 00:17:19,663 - This is the first time. 468 00:17:19,747 --> 00:17:20,789 - First time ever? 469 00:17:20,873 --> 00:17:22,833 - Yeah. - We got a first-timer! 470 00:17:22,916 --> 00:17:23,292 - Whoo! 471 00:17:23,375 --> 00:17:25,002 [peppy music] 472 00:17:25,085 --> 00:17:27,087 - So Monday through Thursday, like, 473 00:17:27,171 --> 00:17:29,173 how busy are you? 474 00:17:29,256 --> 00:17:32,050 - At our store, we're doing about 1,200 gross. 475 00:17:32,134 --> 00:17:35,137 Friday we're doing, like, about 3,400. 476 00:17:35,220 --> 00:17:36,930 - [stutters] Oh, okay. So there's a big jump. 477 00:17:37,014 --> 00:17:38,015 - [laughs] Yeah. 478 00:17:38,098 --> 00:17:40,809 My store makes a lot of money on Friday. 479 00:17:40,893 --> 00:17:42,352 So my bosses are happy, 480 00:17:42,436 --> 00:17:44,021 and our-- and our owner is happy, 481 00:17:44,104 --> 00:17:47,316 but it's a little bit more stress than it's worth. 482 00:17:47,399 --> 00:17:50,652 Staffing it is, I try to staff as much as I can, 483 00:17:50,736 --> 00:17:52,821 but it's usually me and a couple other people 484 00:17:52,905 --> 00:17:54,156 getting hammered. - Wow. 485 00:17:54,239 --> 00:17:55,532 - It's hard on us. 486 00:17:55,616 --> 00:17:57,701 I've been here by myself on a Friday before. 487 00:17:57,785 --> 00:18:00,120 One time particularly, I--I did-- 488 00:18:00,204 --> 00:18:01,455 I had to close the lobby. 489 00:18:01,538 --> 00:18:02,748 - What? - You know, basically, 490 00:18:02,831 --> 00:18:07,503 there's no way one man can take all these drive-through orders 491 00:18:07,586 --> 00:18:10,380 and the customers coming inside. 492 00:18:10,464 --> 00:18:11,840 - Wow. 493 00:18:11,924 --> 00:18:15,803 I don't know whether Alvin is getting the support he needs. 494 00:18:15,886 --> 00:18:19,515 We need to really have a word why we are understaffed 495 00:18:19,598 --> 00:18:20,974 on $5 Friday. 496 00:18:21,058 --> 00:18:22,935 And we need to really dig in, 497 00:18:23,018 --> 00:18:25,521 whether it's a problem with our franchisee 498 00:18:25,604 --> 00:18:27,481 or it's the problem with our store manager. 499 00:18:27,564 --> 00:18:28,982 ♪ ♪ 500 00:18:29,066 --> 00:18:32,528 Wow, you guys work really hard on $5 Friday. 501 00:18:32,611 --> 00:18:34,112 - Like, I work, you know, hard, like you said. 502 00:18:34,196 --> 00:18:36,156 - Mm-hmm. - And then I go home 503 00:18:36,240 --> 00:18:38,242 and start my most important job of all, 504 00:18:38,325 --> 00:18:41,411 which is being a father and a husband. 505 00:18:41,495 --> 00:18:44,206 I got, uh, like, four little children at home. 506 00:18:44,289 --> 00:18:46,041 - Oh, my God. You have four kids? 507 00:18:46,125 --> 00:18:48,001 You've been working really hard, dude. 508 00:18:48,085 --> 00:18:49,211 [both laughing] 509 00:18:49,294 --> 00:18:52,923 Alvin is a hard-working manager. 510 00:18:53,006 --> 00:18:55,509 He runs a busy, understaffed store, 511 00:18:55,592 --> 00:18:57,219 and he supports four kids. 512 00:18:57,302 --> 00:18:58,387 Oh, my God. 513 00:18:58,470 --> 00:19:00,347 That's a tough, tough, tough life. 514 00:19:00,430 --> 00:19:02,766 - We are gonna prep mangos now. - Got it. 515 00:19:02,850 --> 00:19:03,767 - Okay. 516 00:19:03,851 --> 00:19:04,476 - As soon as he finishes. 517 00:19:04,560 --> 00:19:06,770 Yeah, we got one shovel here. 518 00:19:06,854 --> 00:19:08,188 - Ooh, we only have one. - Yeah. 519 00:19:08,272 --> 00:19:10,107 - Oh. 520 00:19:10,190 --> 00:19:12,192 So have you asked, uh, your franchisee 521 00:19:12,276 --> 00:19:15,904 whether he can provide more equipment? 522 00:19:15,988 --> 00:19:18,907 Because very frankly, when I was working at the bar... 523 00:19:18,991 --> 00:19:20,242 - Yeah. 524 00:19:20,325 --> 00:19:22,244 - I also thought that we don't have enough blender bowls. 525 00:19:22,327 --> 00:19:23,745 - Yeah. Yeah, that's true. 526 00:19:23,829 --> 00:19:25,539 We only have four here. - Really? 527 00:19:25,622 --> 00:19:28,792 - It's just, the reality of my job is that, 528 00:19:28,876 --> 00:19:31,128 you know, I'm--in my position, I have to wait 529 00:19:31,211 --> 00:19:33,422 on my franchisee to move. - Oh, yeah, yeah. 530 00:19:33,505 --> 00:19:34,464 I totally understand, 531 00:19:34,548 --> 00:19:36,341 but I'm assuming there gotta be a-- 532 00:19:36,425 --> 00:19:38,886 like, a operational standard where, like, 533 00:19:38,969 --> 00:19:41,638 you have to have minimum this or whatever. 534 00:19:41,722 --> 00:19:42,472 - Yes. - So it seems like-- 535 00:19:42,556 --> 00:19:44,725 - We're operating below standard. 536 00:19:44,808 --> 00:19:45,726 - Below standard. - Yeah. 537 00:19:45,809 --> 00:19:48,562 - By only having four bowls... - Right. Yeah. 538 00:19:48,645 --> 00:19:50,480 - It definitely slows down the whole process. 539 00:19:50,564 --> 00:19:51,940 - Right, right, right, right. 540 00:19:52,024 --> 00:19:54,568 - We--we definitely have a lot of room for improvement. 541 00:19:54,651 --> 00:19:56,111 - Okay. 542 00:19:56,194 --> 00:19:58,572 I am very disappointed. 543 00:19:58,655 --> 00:20:02,910 Clearly, that store needs to address a lot of things. 544 00:20:02,993 --> 00:20:04,286 Cleanness, maintenance, 545 00:20:04,369 --> 00:20:05,287 and staffing problems. 546 00:20:05,370 --> 00:20:09,416 I am not proud of this facility. 547 00:20:09,499 --> 00:20:13,629 They are also lagging with some of the equipment 548 00:20:13,712 --> 00:20:14,296 that they should have, 549 00:20:14,379 --> 00:20:17,299 and franchisees should be able 550 00:20:17,382 --> 00:20:19,760 to provide all those necessary tools. 551 00:20:19,843 --> 00:20:21,053 ♪ ♪ 552 00:20:21,136 --> 00:20:22,971 - You did--you did fantastic. - Thank you. 553 00:20:23,055 --> 00:20:24,473 - $5 Friday, too, man. - All right, man. 554 00:20:24,556 --> 00:20:26,016 All right. Thank you. 555 00:20:26,099 --> 00:20:27,476 [tense music] 556 00:20:27,559 --> 00:20:29,478 We need to really step in, 557 00:20:29,561 --> 00:20:32,439 and we need to have a tough talk with franchisee 558 00:20:32,522 --> 00:20:35,484 because my responsibility 559 00:20:35,567 --> 00:20:37,653 is protecting the entire brand. 560 00:20:37,736 --> 00:20:40,864 ♪ ♪ 561 00:20:42,908 --> 00:20:45,827 [upbeat music] 562 00:20:45,911 --> 00:20:52,960 ♪ ♪ 563 00:20:53,543 --> 00:20:56,046 Today, I'm actually going to visit 564 00:20:56,129 --> 00:20:58,215 one of our manufacturing supply partners. 565 00:20:58,298 --> 00:21:03,345 They manufacture most of our key nutrition powders 566 00:21:03,428 --> 00:21:06,640 that goes into our smoothies. 567 00:21:06,723 --> 00:21:08,016 Going undercover, 568 00:21:08,100 --> 00:21:09,351 I'd like to find out 569 00:21:09,434 --> 00:21:12,354 what kind of team is working behind the scene 570 00:21:12,437 --> 00:21:15,357 and making sure that the team will be able to keep up 571 00:21:15,440 --> 00:21:16,316 with Smoothie King's expansion. 572 00:21:16,400 --> 00:21:19,569 ♪ ♪ 573 00:21:19,653 --> 00:21:21,029 - Hi. - Hello. 574 00:21:21,113 --> 00:21:21,530 - Hi. Nice to meet you. - How do you do? 575 00:21:21,613 --> 00:21:22,489 - Good. How are you? 576 00:21:22,572 --> 00:21:24,366 My name is Itzia 577 00:21:24,449 --> 00:21:25,242 and I will be showing you what we do. 578 00:21:25,325 --> 00:21:27,703 - Nice to meet you. - Come along. 579 00:21:27,786 --> 00:21:29,037 ♪ ♪ 580 00:21:29,121 --> 00:21:31,873 - So right in here's gonna be our production line. 581 00:21:31,957 --> 00:21:32,874 - Okay. 582 00:21:32,958 --> 00:21:33,917 - So what we're doing right now 583 00:21:34,001 --> 00:21:35,502 are Smoothie King Gladiator Strawberry. 584 00:21:35,585 --> 00:21:37,629 Right here is gonna be our jugs. 585 00:21:37,713 --> 00:21:39,715 - Uh-huh. - They go down the filler, 586 00:21:39,798 --> 00:21:42,551 down to the scoop, into our capper. 587 00:21:42,634 --> 00:21:45,512 It's gonna get sealed, and it's gonna get packed. 588 00:21:45,595 --> 00:21:49,558 What I'm gonna show you how to do is gonna be scoop. 589 00:21:49,641 --> 00:21:50,350 When you put the scoop inside, 590 00:21:50,434 --> 00:21:52,436 make sure it goes all the way in. 591 00:21:52,519 --> 00:21:53,895 You don't want it sticking up, 592 00:21:53,979 --> 00:21:56,231 because then, the capper won't put the cap on it. 593 00:21:56,314 --> 00:21:57,774 So if you do mess up, 594 00:21:57,858 --> 00:21:59,609 we have to stop the whole line. 595 00:21:59,693 --> 00:22:00,819 - Oh, my goodness. 596 00:22:00,902 --> 00:22:01,945 - You have to be focused... - Okay. 597 00:22:02,029 --> 00:22:03,447 - That each jar will have a scoop. 598 00:22:03,530 --> 00:22:04,865 So you grab that-- - Oh, my God. 599 00:22:04,948 --> 00:22:07,576 It's moving fast. - You gotta put it facing down. 600 00:22:07,659 --> 00:22:08,535 - Whoa, whoa. Whoo! 601 00:22:08,618 --> 00:22:11,747 When she told me what I need to do, 602 00:22:11,830 --> 00:22:16,376 oh, I was thinking, "That's a really easy job." 603 00:22:16,460 --> 00:22:19,087 Wow. It's moving really fast! 604 00:22:19,171 --> 00:22:21,298 [quirky music] 605 00:22:21,381 --> 00:22:22,966 Okay. 606 00:22:23,050 --> 00:22:24,092 Ah, I missed it! 607 00:22:24,176 --> 00:22:25,427 And I'm like, "Dude, it's hard!" 608 00:22:25,510 --> 00:22:28,930 It's a lot harder than I thought. 609 00:22:29,014 --> 00:22:32,142 Oh! I made a mistake. 610 00:22:32,225 --> 00:22:34,978 Sorry, sorry. Oh, my God. 611 00:22:35,062 --> 00:22:35,562 I made a few mistakes. 612 00:22:35,645 --> 00:22:37,939 Holy cow! 613 00:22:38,023 --> 00:22:40,067 I screwed up so many times. 614 00:22:40,150 --> 00:22:42,944 I was thinking, "This is not happening. 615 00:22:43,028 --> 00:22:43,737 "You can do this. 616 00:22:43,820 --> 00:22:47,657 Put the damn scoop into the top!" 617 00:22:47,741 --> 00:22:49,910 Oh, my God! 618 00:22:49,993 --> 00:22:51,203 It's really hard. 619 00:22:51,286 --> 00:22:53,246 - Hey, that was only five minutes. [laughs] 620 00:22:53,330 --> 00:22:55,332 You have two hours. - Wow! 621 00:22:55,415 --> 00:22:57,334 Okay. 622 00:22:57,417 --> 00:22:58,418 Whoa! 623 00:22:58,502 --> 00:23:00,754 That was my fault. What happened? 624 00:23:00,837 --> 00:23:02,756 What's happening? 625 00:23:02,839 --> 00:23:05,842 Oh, hold on. Hold on. 626 00:23:05,926 --> 00:23:07,219 Yeah, I couldn't keep it up. 627 00:23:07,302 --> 00:23:11,139 I was sweating, and I was thinking, 628 00:23:11,223 --> 00:23:12,974 "Song, you cannot panic." 629 00:23:13,058 --> 00:23:14,142 I'm not panicking! 630 00:23:14,226 --> 00:23:15,519 Oh, my God. 631 00:23:15,602 --> 00:23:17,270 - Stop the line. [bell rings] 632 00:23:17,354 --> 00:23:19,648 - Oh, I missed some! 633 00:23:19,731 --> 00:23:23,652 I'm thinking, "Open the top and there is no scoop in it? 634 00:23:23,735 --> 00:23:26,363 I will never complain about it." 635 00:23:35,705 --> 00:23:37,958 - Hold on, hold on! 636 00:23:38,041 --> 00:23:39,334 I'm undercover 637 00:23:39,417 --> 00:23:40,502 at one of Smoothie King's suppliers, 638 00:23:40,585 --> 00:23:41,503 and it's not going well. 639 00:23:41,586 --> 00:23:42,504 Ah! 640 00:23:42,587 --> 00:23:45,340 Putting the scoop into the top, 641 00:23:45,423 --> 00:23:47,509 I really thought that it was very easy task... 642 00:23:47,592 --> 00:23:48,969 Ah, I missed it! 643 00:23:49,052 --> 00:23:49,845 But I screwed up. 644 00:23:49,928 --> 00:23:52,389 - Stop the line. - Oh, I missed some. 645 00:23:52,472 --> 00:23:53,723 [production bell ringing] - Can we just stop? 646 00:23:53,807 --> 00:23:56,226 - I had to stop the whole line. 647 00:23:56,309 --> 00:23:58,520 I felt like I'm letting the whole team down 648 00:23:58,603 --> 00:24:02,983 because of the easy task that I couldn't perform. 649 00:24:03,066 --> 00:24:06,278 Oh, my God! [laughs] 650 00:24:06,361 --> 00:24:08,613 [crying comically] 651 00:24:08,697 --> 00:24:09,865 All right. 652 00:24:09,948 --> 00:24:11,867 But you've been making this for a long time, then? 653 00:24:11,950 --> 00:24:14,369 - Yes, and I started as a regular employee... 654 00:24:14,452 --> 00:24:15,370 - Okay. - And became a lead. 655 00:24:15,453 --> 00:24:16,830 And now I'm a line support. 656 00:24:16,913 --> 00:24:18,331 - What time do you normally come in? 657 00:24:18,415 --> 00:24:19,708 - Um, I come in at 6:00. 658 00:24:19,791 --> 00:24:20,458 - So what time do you wake up, then? 659 00:24:20,542 --> 00:24:22,752 - I wake up at 4:00. - Okay. 660 00:24:22,836 --> 00:24:24,546 - I gotta drop off my baby and stuff. 661 00:24:24,629 --> 00:24:26,548 - How many kids do you have? - I have two kids. 662 00:24:26,631 --> 00:24:27,507 - Oh, my God! - Yeah. 663 00:24:27,591 --> 00:24:30,051 Itzia works really hard. 664 00:24:30,135 --> 00:24:31,928 She wakes up at 4:00, 665 00:24:32,012 --> 00:24:33,388 taking care of two kids, 666 00:24:33,471 --> 00:24:34,890 and also at the same time, 667 00:24:34,973 --> 00:24:37,726 she is great line leader. 668 00:24:37,809 --> 00:24:41,104 So what motivates you? Driving you? 669 00:24:41,188 --> 00:24:43,064 - I would love to grow in the company I'm in now. 670 00:24:43,148 --> 00:24:44,274 - Okay. - It's a great company. 671 00:24:44,357 --> 00:24:45,275 - So you do like this company a lot. 672 00:24:45,358 --> 00:24:46,401 - Yeah, yeah, I do. Yeah. 673 00:24:46,484 --> 00:24:49,905 Yeah, I do see myself being a supervisor or a manager 674 00:24:49,988 --> 00:24:51,406 one day in this company. 675 00:24:51,489 --> 00:24:52,449 - So where are you from? 676 00:24:52,532 --> 00:24:53,909 - I'm from Mexico. - Okay. 677 00:24:53,992 --> 00:24:55,577 - Originally born in Mexico. 678 00:24:55,660 --> 00:24:57,412 - Okay. - I'm a Dreamer. 679 00:24:57,495 --> 00:24:58,413 - Okay. 680 00:24:58,496 --> 00:24:59,247 - Do you know what a Dreamer is? 681 00:24:59,331 --> 00:25:00,749 - Uh, not--yes and no. - Not really? 682 00:25:00,832 --> 00:25:01,875 - Yes. - A little bit? Okay. 683 00:25:01,958 --> 00:25:04,085 So when Barak Obama became President... 684 00:25:04,169 --> 00:25:05,420 - Okay. 685 00:25:05,503 --> 00:25:09,257 - Um, he did a law to kids that were not born here 686 00:25:09,341 --> 00:25:11,760 but been raised here since they were really young 687 00:25:11,843 --> 00:25:13,803 to have the opportunity to work... 688 00:25:13,887 --> 00:25:15,388 - Oh, that's what it means. - Legally. 689 00:25:15,472 --> 00:25:17,599 Yes. And I'm Mexican. - Oh. And when did you come in? 690 00:25:17,682 --> 00:25:19,601 - I came here when I was five years old. 691 00:25:19,684 --> 00:25:22,103 - So how often do you go back? 692 00:25:22,187 --> 00:25:24,481 - I can't go back because-- - Oh, you can't? 693 00:25:24,564 --> 00:25:26,942 - Yeah, because I'm just on a work permit, yes. 694 00:25:27,025 --> 00:25:28,109 - Oh! - Yeah. So it's been hard. 695 00:25:28,193 --> 00:25:29,402 So it doesn't allow you to go back? 696 00:25:29,486 --> 00:25:30,820 - Mm-mm. - Oh, I didn't know that. 697 00:25:30,904 --> 00:25:32,572 - Yeah, it's been--yeah, yeah. 698 00:25:32,656 --> 00:25:34,115 - When I moved here, 699 00:25:34,199 --> 00:25:38,078 I always had option to go back to my country at any time. 700 00:25:38,161 --> 00:25:40,413 If I couldn't go back, you know, 701 00:25:40,497 --> 00:25:42,791 not seeing my family, not seeing my friends, 702 00:25:42,874 --> 00:25:45,168 that's really tough. 703 00:25:45,252 --> 00:25:46,503 - [voice breaking] Not being able to go back to my country 704 00:25:46,586 --> 00:25:48,838 and, you know, 705 00:25:48,922 --> 00:25:52,133 my daughter always wants me to take her, 706 00:25:52,217 --> 00:25:54,344 you know, like, to-- back to Mexico. 707 00:25:54,427 --> 00:25:55,845 And it's really tough 708 00:25:55,929 --> 00:25:57,639 to be, you know, an immigrant. 709 00:25:57,722 --> 00:25:58,848 It's just different. 710 00:25:58,932 --> 00:25:59,683 People look at you different sometimes, 711 00:25:59,766 --> 00:26:01,768 and it's hard. 712 00:26:01,851 --> 00:26:03,144 - What about your husband, then? 713 00:26:03,228 --> 00:26:05,605 - Um, my husband, he's a U.S. citizen. 714 00:26:05,689 --> 00:26:07,857 - Okay. - And we actually-- 715 00:26:07,941 --> 00:26:09,442 when we got married... - Uh-huh. 716 00:26:09,526 --> 00:26:12,654 - A year after that, we filed for, uh, wife status. 717 00:26:12,737 --> 00:26:14,990 - Oh, so you are waiting for it? 718 00:26:15,073 --> 00:26:16,324 - Yes, yes. - Oh, okay. 719 00:26:16,408 --> 00:26:17,993 That'd be really exciting, if you can get that. 720 00:26:18,076 --> 00:26:19,119 - And--yeah, definitely. 721 00:26:19,202 --> 00:26:20,120 You know, hopefully, 722 00:26:20,203 --> 00:26:21,121 maybe next year I can save up 723 00:26:21,204 --> 00:26:23,456 and we can take a family vacation to my country. 724 00:26:23,540 --> 00:26:25,500 - That'd be really great. - Yeah. 725 00:26:25,583 --> 00:26:28,003 - Where are your parents? - My parents, they live here. 726 00:26:28,086 --> 00:26:29,045 - They live here? - Yeah. 727 00:26:29,129 --> 00:26:31,339 Would you like to come meet my family? 728 00:26:31,423 --> 00:26:33,300 - Yeah. Ooh, your son and daughter? 729 00:26:33,383 --> 00:26:34,634 - If you wanna come--yeah. - Okay. 730 00:26:34,718 --> 00:26:37,721 Going undercover and doing this job, 731 00:26:37,804 --> 00:26:41,349 it really gives me different perspective. 732 00:26:41,433 --> 00:26:42,684 ♪ ♪ 733 00:26:42,767 --> 00:26:46,021 It makes me realize how important everyone is 734 00:26:46,104 --> 00:26:49,024 on the product line, and at the same time, 735 00:26:49,107 --> 00:26:50,900 you just don't think that way 736 00:26:50,984 --> 00:26:52,652 when you are sitting at the desk in Dallas. 737 00:26:52,736 --> 00:26:55,905 - Here's the baby. - This is Diani. 738 00:26:55,989 --> 00:26:57,157 - Diani. - The baby. 739 00:26:57,240 --> 00:26:59,534 Hi. High five. 740 00:26:59,617 --> 00:27:01,244 - Yeah! - Good boy. 741 00:27:01,328 --> 00:27:03,330 - Which part of the Mexico are you from? 742 00:27:03,413 --> 00:27:05,373 - I'm from Michoacán. - Okay, I-- 743 00:27:05,457 --> 00:27:07,042 I'm not really familiar with-- - Yeah. 744 00:27:07,125 --> 00:27:08,335 I do have an aunt out there. 745 00:27:08,418 --> 00:27:10,503 - Do you wanna go and see them? Meet them? 746 00:27:10,587 --> 00:27:10,962 - Mm-hmm. - Okay. 747 00:27:11,046 --> 00:27:13,381 [stirring music] 748 00:27:13,465 --> 00:27:14,716 How long have you guys lived here? 749 00:27:14,799 --> 00:27:15,717 - Five years. - Six. 750 00:27:15,800 --> 00:27:16,885 - Five years. - Yes. 751 00:27:16,968 --> 00:27:17,886 - Almost six years. - Almost six, yes. 752 00:27:17,969 --> 00:27:19,012 - Oh, six years. - Yeah. 753 00:27:19,095 --> 00:27:21,514 But we do plan on buying a house. 754 00:27:21,598 --> 00:27:23,016 Maybe looking into it next year. 755 00:27:23,099 --> 00:27:23,808 - Oh! That's nice. - I just have to, 756 00:27:23,892 --> 00:27:27,187 you know, get my situation settled 757 00:27:27,270 --> 00:27:28,229 with my petition. - Right, right. 758 00:27:28,313 --> 00:27:29,689 - And thank God, it's been approved 759 00:27:29,773 --> 00:27:33,360 so now we can move on and get in a house. 760 00:27:33,443 --> 00:27:36,112 You always wanna work for something better. 761 00:27:36,196 --> 00:27:37,697 - Uh-huh. 762 00:27:37,781 --> 00:27:40,742 Itzia, thank you so much for everything today. 763 00:27:40,825 --> 00:27:43,536 And, really, meeting your lovely family, 764 00:27:43,620 --> 00:27:45,246 Everything was wonderful. 765 00:27:45,330 --> 00:27:46,664 - Thank you. - Thank you so much. 766 00:27:46,748 --> 00:27:47,791 Let me just tell you one thing. 767 00:27:47,874 --> 00:27:53,797 Uh, you know, people's lives are, at the end, all same. 768 00:27:53,880 --> 00:27:56,549 I could see these people are trying 769 00:27:56,633 --> 00:27:58,093 to make their lives better 770 00:27:58,176 --> 00:28:00,095 because they care about their family. 771 00:28:00,178 --> 00:28:02,430 They love each other. 772 00:28:02,514 --> 00:28:05,600 I was just fortunate to be at their home, 773 00:28:05,683 --> 00:28:07,727 and we are lucky to have Itzia 774 00:28:07,811 --> 00:28:09,437 on the Smoothie King team. 775 00:28:09,521 --> 00:28:11,648 [dramatic music] 776 00:28:13,233 --> 00:28:15,276 [cell phone chiming] 777 00:28:15,360 --> 00:28:18,279 [upbeat music] 778 00:28:18,363 --> 00:28:25,370 ♪ ♪ 779 00:28:28,039 --> 00:28:30,458 This is very early start, 780 00:28:30,542 --> 00:28:33,920 and we are gonna get to the store before the store opens. 781 00:28:34,003 --> 00:28:38,299 Today I'm gonna meet Jessica, store manager, 782 00:28:38,383 --> 00:28:42,387 who runs one of the top five stores in our entire company. 783 00:28:42,470 --> 00:28:46,141 And much of its success is de to local store marketing, 784 00:28:46,224 --> 00:28:48,893 such as giving away free smoothies. 785 00:28:48,977 --> 00:28:49,769 By going undercover, 786 00:28:49,853 --> 00:28:53,148 I want to find out how it works. 787 00:28:53,231 --> 00:28:55,608 ♪ ♪ 788 00:28:55,692 --> 00:28:58,027 - Hi. - Hello. 789 00:28:58,111 --> 00:28:59,446 - I'm Jessica. 790 00:28:59,529 --> 00:29:00,572 both: Nice to meet you. - Song Li. 791 00:29:00,655 --> 00:29:01,865 - So I hear you wanna come and see what I do all day 792 00:29:01,948 --> 00:29:04,117 in the day shift. - Yes, exactly. 793 00:29:04,200 --> 00:29:06,411 - And, uh, we're gonna make some smoothies 794 00:29:06,494 --> 00:29:07,662 so you can get started, but first, 795 00:29:07,745 --> 00:29:08,538 we have to put you in uniform. - All right. 796 00:29:08,621 --> 00:29:10,039 - So let me get you a shirt. - Awesome. 797 00:29:10,123 --> 00:29:11,332 - Awesome. - All right. 798 00:29:11,416 --> 00:29:12,667 - When Song walked in, uh, 799 00:29:12,750 --> 00:29:13,251 he had a little mustache 800 00:29:13,334 --> 00:29:15,170 with the long hair. 801 00:29:15,253 --> 00:29:17,464 He looked like a little rock star. [laughs] 802 00:29:17,547 --> 00:29:19,007 - So what are we doing today? 803 00:29:19,090 --> 00:29:20,508 - So today we're gonna be preparing 804 00:29:20,592 --> 00:29:21,092 a small portion of smoothies, 805 00:29:21,176 --> 00:29:21,968 which would be about 100 806 00:29:22,051 --> 00:29:24,554 for a promotion that we're doing later. 807 00:29:24,637 --> 00:29:26,014 - Ooh, that's a lot of smoothies. 808 00:29:26,097 --> 00:29:28,475 - We normally do, like, 500 to 600. 809 00:29:28,558 --> 00:29:30,643 So it's pretty small. - Whoa! 810 00:29:30,727 --> 00:29:31,436 - So we gonna try to get that started 811 00:29:31,519 --> 00:29:33,188 and get that out the way. - Okay. 812 00:29:33,271 --> 00:29:33,813 - Do you have any questions so far? 813 00:29:33,897 --> 00:29:36,065 - No! Make me work! 814 00:29:36,149 --> 00:29:37,525 I'm ready. - All right. Ready to work. 815 00:29:37,609 --> 00:29:38,526 both: All right. 816 00:29:38,610 --> 00:29:39,736 So the Caribbean Way is pretty much 817 00:29:39,819 --> 00:29:41,988 strawberry, banana, with a little papaya juice. 818 00:29:42,071 --> 00:29:44,699 So we gonna do four blue ladles of strawberries. 819 00:29:44,782 --> 00:29:46,326 - Okay. 820 00:29:46,409 --> 00:29:48,036 Ooh, you're fast. 821 00:29:48,119 --> 00:29:49,204 - Kinda quick with it. 822 00:29:49,287 --> 00:29:50,955 [machines whirring] 823 00:29:51,039 --> 00:29:53,541 Grab you a lid that's right in front of you. 824 00:29:53,625 --> 00:29:55,001 - Okay. 825 00:29:55,084 --> 00:29:56,377 - You're gonna press setting three. 826 00:29:56,461 --> 00:29:57,545 Close your lid and press setting three. 827 00:29:57,629 --> 00:29:59,214 - Three. [machine churning] 828 00:29:59,297 --> 00:30:01,549 So how long have you been with Smoothie King? 829 00:30:01,633 --> 00:30:03,343 - Six years. - Six years! 830 00:30:03,426 --> 00:30:04,344 - Yeah. - That's awesome! 831 00:30:04,427 --> 00:30:05,887 - I don't even consider it as a job. 832 00:30:05,970 --> 00:30:06,888 - Wow. 833 00:30:06,971 --> 00:30:07,889 - Like, it's like my second home. 834 00:30:07,972 --> 00:30:09,516 - That's great. 835 00:30:09,599 --> 00:30:12,060 How often do you get this kind of catering? 836 00:30:12,143 --> 00:30:13,561 Like, do you get this often? - We do it-- 837 00:30:13,645 --> 00:30:14,938 yeah, throughout the week. - Throughout the week? 838 00:30:15,021 --> 00:30:16,272 - Yes. - Wow. 839 00:30:16,356 --> 00:30:17,732 - So that sounds like a really good business 840 00:30:17,815 --> 00:30:18,650 - Yes. 841 00:30:18,733 --> 00:30:20,235 - But what time do you have to come in? 842 00:30:20,318 --> 00:30:21,903 - Sometimes we have to come in at 5:00 a.m. 843 00:30:21,986 --> 00:30:23,238 - Oh, my goodness! - Yeah. 844 00:30:23,321 --> 00:30:25,406 Now we can go to the back and finish topping off 845 00:30:25,490 --> 00:30:27,450 the ones we have. 846 00:30:27,534 --> 00:30:28,451 - Ooh. [beeping] 847 00:30:28,535 --> 00:30:31,079 Sometimes you have to come in really early? 848 00:30:31,162 --> 00:30:32,247 - Yes. - 5:00 a.m.? 849 00:30:32,330 --> 00:30:33,957 - Yes. - Why do we have to do that? 850 00:30:34,040 --> 00:30:36,918 - So we can be ready for when we open the store 851 00:30:37,001 --> 00:30:39,629 for regular hours for our regular customers. 852 00:30:39,712 --> 00:30:41,214 - Do you mind wake up-- waking up early? 853 00:30:41,297 --> 00:30:42,549 - I don't mind. Sometimes. 854 00:30:42,632 --> 00:30:43,967 But, like, now with me having my one-year-old son-- 855 00:30:44,050 --> 00:30:46,594 - You have a son? - Yes, I have a son. 856 00:30:46,678 --> 00:30:48,596 - Oh, you look like a baby. - And--but I-- 857 00:30:48,680 --> 00:30:49,931 [both laughing] 858 00:30:50,014 --> 00:30:50,932 - How do you manage your life 859 00:30:51,015 --> 00:30:53,935 when sometimes you have to come in early? 860 00:30:54,018 --> 00:30:54,978 - Okay, so his dad, my fiancé, 861 00:30:55,061 --> 00:30:57,438 he works overnight. 862 00:30:57,522 --> 00:31:00,400 He work, like, sometimes 6:00 to 7:00 a.m. in the morning... 863 00:31:00,483 --> 00:31:01,943 - Wow. - And once I have, like-- 864 00:31:02,026 --> 00:31:02,902 he'll be coming home, 865 00:31:02,986 --> 00:31:04,904 and I'll be just leaving out the door. 866 00:31:04,988 --> 00:31:07,240 It--it do get hard sometimes 'cause he can't sleep. 867 00:31:07,323 --> 00:31:08,449 - Wow. - Yeah. 868 00:31:08,533 --> 00:31:10,618 - That sounds like a really hard life. 869 00:31:10,702 --> 00:31:13,162 So do you have a plan to get married or-- 870 00:31:13,246 --> 00:31:14,122 - Yeah, I plan after school. 871 00:31:14,205 --> 00:31:17,041 We're not financially stable to have a wedding 872 00:31:17,125 --> 00:31:20,086 like I w--like I would love to 'cause I'm a full-time student. 873 00:31:20,169 --> 00:31:22,297 - Oh, you are? - Yeah. 874 00:31:22,380 --> 00:31:24,632 I'm going for business 'cause I wanna own my own business. 875 00:31:24,716 --> 00:31:25,967 - That's awesome. - And I also wanna go far 876 00:31:26,050 --> 00:31:26,968 in the brand, so... 877 00:31:27,051 --> 00:31:28,094 - So you are studying full time... 878 00:31:28,177 --> 00:31:29,929 - Yes. 879 00:31:30,013 --> 00:31:31,347 - And this is your full-time job. 880 00:31:31,431 --> 00:31:33,474 - Full-time job, yes. - And you have one-year-old. 881 00:31:33,558 --> 00:31:35,310 - Yes, yes. - [gasps] 882 00:31:35,393 --> 00:31:37,145 That's a lot. - Yeah. 883 00:31:37,228 --> 00:31:39,355 But I make it happen, you know? 884 00:31:39,439 --> 00:31:40,106 - Wow. - [laughs] 885 00:31:40,189 --> 00:31:42,191 ♪ ♪ 886 00:31:42,275 --> 00:31:45,153 - So, uh, when you hand out these smoothies, 887 00:31:45,236 --> 00:31:46,988 what should be my expectation? 888 00:31:47,071 --> 00:31:49,490 - It brings more people to the brand. 889 00:31:49,574 --> 00:31:51,367 Like, some--like, if someone doesn't know anything 890 00:31:51,451 --> 00:31:52,827 about Smoothie King... - Okay. 891 00:31:52,910 --> 00:31:54,829 - Once they have a good taste of a fresh smoothie, 892 00:31:54,912 --> 00:31:57,123 they--we can maybe draw some new customers in. 893 00:31:57,206 --> 00:32:00,460 - How do you know that, uh, people are really, uh, 894 00:32:00,543 --> 00:32:03,338 coming to the store after the sampling? 895 00:32:03,421 --> 00:32:05,173 - Because they'll tell us. Like, "Hey, you guys"-- 896 00:32:05,256 --> 00:32:06,716 - Oh! 897 00:32:06,799 --> 00:32:07,967 - "You guys came out to the event that we had." 898 00:32:08,051 --> 00:32:09,177 - Right, right. 899 00:32:09,260 --> 00:32:10,511 - All right. So we done. 900 00:32:10,595 --> 00:32:12,013 So let's get this all loaded up in the van. 901 00:32:12,096 --> 00:32:13,014 You ready to go? - Awesome. 902 00:32:13,097 --> 00:32:14,098 Yes, let's go. - All right. 903 00:32:14,182 --> 00:32:15,808 All right. - Pretty simple, this. 904 00:32:15,892 --> 00:32:16,809 Here we go. 905 00:32:16,893 --> 00:32:18,728 [upbeat music] 906 00:32:18,811 --> 00:32:20,813 Okay. 907 00:32:20,897 --> 00:32:24,484 Jessica has brought me to a local flag football gam. 908 00:32:24,567 --> 00:32:27,195 [indistinct shouting] 909 00:32:27,278 --> 00:32:28,529 [whistle blows] 910 00:32:28,613 --> 00:32:29,822 both: Hey, guys. 911 00:32:29,906 --> 00:32:30,740 - Hey, would you all like a free smoothie today? 912 00:32:30,823 --> 00:32:32,075 - Would you like to try a free smoothie? 913 00:32:32,158 --> 00:32:33,576 - Appreciate it. Appreciate it. - All right. 914 00:32:33,660 --> 00:32:35,203 - Hey, would you all like a free smoothie today? 915 00:32:35,286 --> 00:32:36,037 - What do you think? - They're good. 916 00:32:36,120 --> 00:32:38,164 I like them. - It's good? 917 00:32:38,247 --> 00:32:39,916 - It's awesome. We love it. - It's awesome? 918 00:32:39,999 --> 00:32:42,877 - Is there anybody who's coming and visiting Smoothie King? 919 00:32:42,960 --> 00:32:44,003 - Like-- - He come often. 920 00:32:44,087 --> 00:32:45,338 - Every Friday? - That's the Hulk Man. 921 00:32:45,421 --> 00:32:46,756 - We get a Hulk every Friday. - Oh! 922 00:32:46,839 --> 00:32:48,174 - Yeah, the Hulk. No joke. - Oh, that's a good one. 923 00:32:48,257 --> 00:32:50,259 - Yeah, that's a good one. - All right, awesome. 924 00:32:50,343 --> 00:32:51,469 - But come and see us more often. 925 00:32:51,552 --> 00:32:53,054 - Yes, come and see more often. - Definitely. Definitely. 926 00:32:53,137 --> 00:32:57,016 - All right, now you guys-- you guys are going to fly here, 927 00:32:57,100 --> 00:32:58,017 you know, because you guys had the fuel. 928 00:32:58,101 --> 00:33:00,061 - Yeah. - All right, thank you. 929 00:33:00,144 --> 00:33:01,312 - All right, thank you, guys. 930 00:33:01,396 --> 00:33:02,689 - All right, thank you. 931 00:33:02,772 --> 00:33:03,147 [indistinct shouting] 932 00:33:03,231 --> 00:33:05,149 [whistle blows] 933 00:33:05,233 --> 00:33:06,526 Jessica? - Yes. 934 00:33:06,609 --> 00:33:08,111 - Thank you so much. I learned a lot. 935 00:33:08,194 --> 00:33:10,071 - Thank you so much. - And it's all because of you. 936 00:33:10,154 --> 00:33:11,114 - Thank you. - All right. 937 00:33:11,197 --> 00:33:12,240 - All right, thank you. 938 00:33:12,323 --> 00:33:14,409 - I think these promotions work. 939 00:33:14,492 --> 00:33:15,743 I'm going to look into 940 00:33:15,827 --> 00:33:17,078 a company-wide promotions program. 941 00:33:17,161 --> 00:33:20,289 I woke up at 4:00 this morning. 942 00:33:20,373 --> 00:33:24,210 I probably worked about 16 hours, 943 00:33:24,293 --> 00:33:26,963 and I can't believe I forgot 944 00:33:27,046 --> 00:33:30,425 how hard people work at the store. 945 00:33:30,508 --> 00:33:33,302 Jessica is so passionate about the brand. 946 00:33:33,386 --> 00:33:37,932 I am really fortunate CEO to have these team members. 947 00:33:38,015 --> 00:33:40,101 [warm music] 948 00:33:42,311 --> 00:33:44,063 [dramatic music] 949 00:33:44,147 --> 00:33:46,149 Going undercover, 950 00:33:46,232 --> 00:33:48,109 it's really a humbling experience. 951 00:33:48,192 --> 00:33:51,112 You really do discover a lot of things 952 00:33:51,195 --> 00:33:54,198 that you don't really see as CEO. 953 00:33:54,282 --> 00:33:58,244 I really wanna get back to work 954 00:33:58,327 --> 00:34:00,705 because that's how I can improve things. 955 00:34:02,874 --> 00:34:05,126 [suspenseful music] 956 00:34:05,209 --> 00:34:07,253 ♪ ♪ 957 00:34:07,336 --> 00:34:08,254 I am so excited to see 958 00:34:08,337 --> 00:34:11,549 the people I have worked with undercover. 959 00:34:11,632 --> 00:34:13,342 - What do you think is gonna happen today? 960 00:34:13,426 --> 00:34:15,595 - I have no idea what's gonna happen today. 961 00:34:15,678 --> 00:34:18,181 - The team members I have met will be told 962 00:34:18,264 --> 00:34:20,308 they are meeting here to help us 963 00:34:20,391 --> 00:34:22,143 with some research for my second career. 964 00:34:22,226 --> 00:34:26,522 They have no idea that it's "Undercover Boss." 965 00:34:26,606 --> 00:34:33,654 ♪ ♪ 966 00:34:38,242 --> 00:34:40,244 [quirky music] 967 00:34:40,328 --> 00:34:42,330 - Hi. - Do you recognize me? 968 00:34:42,413 --> 00:34:45,041 - [laughs] I do recognize you. 969 00:34:45,124 --> 00:34:48,169 - Skyler. - Wan Kim. 970 00:34:48,252 --> 00:34:51,881 - I am the CEO of Smoothie King. 971 00:34:51,964 --> 00:34:52,799 - No way! 972 00:34:52,882 --> 00:34:55,176 - You're on "Undercover Boss." - [crying] 973 00:34:55,259 --> 00:34:56,469 - [laughing] 974 00:34:56,552 --> 00:34:57,386 announcer: Coming up, 975 00:34:57,470 --> 00:35:00,181 the boss delivers life-changing news. 976 00:35:00,264 --> 00:35:03,059 - I mean, you just are amazing. 977 00:35:03,142 --> 00:35:04,393 - [crying] Thank you. 978 00:35:13,236 --> 00:35:15,863 - Avery. - Yes? 979 00:35:15,947 --> 00:35:17,031 - First of all, 980 00:35:17,114 --> 00:35:19,867 I don't think I was very happy at your store. 981 00:35:19,951 --> 00:35:21,202 - Okay. 982 00:35:21,285 --> 00:35:24,872 - Uh, your store have a lot of, uh, maintenance issues, 983 00:35:24,956 --> 00:35:27,416 and it really need to, uh, be upgraded. 984 00:35:27,500 --> 00:35:28,543 - Okay. 985 00:35:30,169 --> 00:35:33,506 I can't spend, uh, the money to fix, like, 986 00:35:33,589 --> 00:35:35,132 the stuff in my store. 987 00:35:35,216 --> 00:35:37,343 - I don't believe it's your fault. 988 00:35:37,426 --> 00:35:38,553 [stirring music] 989 00:35:38,636 --> 00:35:41,722 Our vice president of operations 990 00:35:41,806 --> 00:35:44,725 actually met your franchisee yesterday. 991 00:35:44,809 --> 00:35:45,726 - Okay. 992 00:35:45,810 --> 00:35:47,562 - Uh, we actually gave him 30 days 993 00:35:47,645 --> 00:35:49,397 to address all the issues 994 00:35:49,480 --> 00:35:53,234 because the store is not meeting our brand standard. 995 00:35:53,317 --> 00:35:54,193 - I appreciate that. 996 00:35:54,277 --> 00:35:56,904 Appreciate you putting the fire to him. 997 00:35:56,988 --> 00:35:58,698 - [laughing] 998 00:35:58,781 --> 00:36:01,409 All right. So let's talk about you. 999 00:36:01,492 --> 00:36:04,203 I really think you're awesome manager, 1000 00:36:04,287 --> 00:36:06,581 so I wanna help you. 1001 00:36:06,664 --> 00:36:10,209 We all do want our children, our kids, 1002 00:36:10,293 --> 00:36:12,170 to have better lives than ours. 1003 00:36:12,253 --> 00:36:13,546 - Yeah, that's what it's all about. 1004 00:36:13,629 --> 00:36:15,923 - So I'm gonna actually set up a college fund 1005 00:36:16,007 --> 00:36:17,717 for each of your four kids. 1006 00:36:17,800 --> 00:36:19,427 $10,000 each. 1007 00:36:19,510 --> 00:36:21,971 That's $40,000. 1008 00:36:22,054 --> 00:36:23,389 - For my kids? - Mm-hmm. 1009 00:36:23,472 --> 00:36:26,475 I want your kids to really have a better life. 1010 00:36:26,559 --> 00:36:27,768 - [sniffling] 1011 00:36:27,852 --> 00:36:29,395 [dramatic music] 1012 00:36:29,478 --> 00:36:31,397 Oh, man. 1013 00:36:31,480 --> 00:36:34,233 Oh, man. 1014 00:36:34,317 --> 00:36:36,360 [sniffles] Yeah, I appreciate it, man. 1015 00:36:36,444 --> 00:36:39,405 Oh, I love my kids so much. 1016 00:36:39,488 --> 00:36:41,282 ♪ ♪ 1017 00:36:41,365 --> 00:36:44,577 And it's like, all I do is try to secure-- 1018 00:36:44,660 --> 00:36:46,162 secure their future, you know? 1019 00:36:46,245 --> 00:36:47,246 - Right. - [sniffles] Yeah. 1020 00:36:47,330 --> 00:36:49,290 Man. 1021 00:36:49,373 --> 00:36:51,292 [indistinct] 1022 00:36:51,375 --> 00:36:53,044 My kids are everything to me. 1023 00:36:53,127 --> 00:36:54,295 Their future is secure. 1024 00:36:54,378 --> 00:36:56,547 I'm just so overwhelmed. 1025 00:36:56,631 --> 00:36:57,214 Um, it's a great thing. 1026 00:36:57,298 --> 00:36:59,592 ♪ ♪ 1027 00:36:59,675 --> 00:37:02,261 - Hi, Jessica. - [laughing] 1028 00:37:02,345 --> 00:37:03,804 [sniffles] 1029 00:37:03,888 --> 00:37:06,307 - So I will just tell you... - Mm-hmm. 1030 00:37:06,390 --> 00:37:08,643 - I mean, you just are amazing. 1031 00:37:08,726 --> 00:37:10,102 - Thank you. 1032 00:37:10,186 --> 00:37:11,771 - I mean, the day that I started, 1033 00:37:11,854 --> 00:37:14,148 we made a lot of smoothies. - Yes. 1034 00:37:14,231 --> 00:37:16,359 - When I really worked with you on that day, 1035 00:37:16,442 --> 00:37:17,318 I learned a lot about you, 1036 00:37:17,401 --> 00:37:20,363 how busy your day can be, 1037 00:37:20,446 --> 00:37:22,156 with having one-year-old boy. 1038 00:37:22,239 --> 00:37:22,949 - Yes. 1039 00:37:23,032 --> 00:37:24,825 Full-time student and full-time-- 1040 00:37:24,909 --> 00:37:25,993 - And the full-time student. 1041 00:37:26,077 --> 00:37:28,329 - And I also work full time as well. 1042 00:37:28,412 --> 00:37:30,706 It gets hard sometimes. - Mm-hmm, it gets hard. 1043 00:37:30,790 --> 00:37:34,502 ♪ ♪ 1044 00:37:34,585 --> 00:37:36,337 So right now you are studying business. 1045 00:37:36,420 --> 00:37:37,505 - Yes. 1046 00:37:37,588 --> 00:37:42,551 - So I wanna pay $15,000 towards your tuition 1047 00:37:42,635 --> 00:37:45,846 so that you can finish your college. 1048 00:37:45,930 --> 00:37:46,597 - [sniffles] 1049 00:37:46,681 --> 00:37:49,308 Thank you. - And one more thing. 1050 00:37:49,392 --> 00:37:50,851 - Uh-huh? 1051 00:37:50,935 --> 00:37:54,730 - Uh, you told me that you are actually saving money 1052 00:37:54,814 --> 00:37:55,856 so that you can get married. 1053 00:37:55,940 --> 00:37:57,483 - Yes. 1054 00:37:57,566 --> 00:38:00,236 - I wanna pay $25,000 1055 00:38:00,319 --> 00:38:01,904 for your dream wedding, Jessica. 1056 00:38:01,988 --> 00:38:04,156 - [crying] 1057 00:38:04,240 --> 00:38:06,242 No one ever helped me. [laughs, cries] 1058 00:38:06,325 --> 00:38:08,869 - But you deserve it. 1059 00:38:08,953 --> 00:38:10,413 - This has been a life-changing day for me. 1060 00:38:10,496 --> 00:38:12,289 Like, I never had someone 1061 00:38:12,373 --> 00:38:16,669 that just helped me in this huge way. 1062 00:38:16,752 --> 00:38:18,379 [laughing] 1063 00:38:18,462 --> 00:38:20,756 This is awesome. Oh, my God. 1064 00:38:22,174 --> 00:38:24,552 - So, Itzia, 1065 00:38:24,635 --> 00:38:28,514 I really didn't really recognize how important, 1066 00:38:28,597 --> 00:38:30,558 uh, your company are doing 1067 00:38:30,641 --> 00:38:34,562 so that you can deliver the best-tasting smoothie. 1068 00:38:34,645 --> 00:38:36,522 So I really wanna say thank you. 1069 00:38:36,605 --> 00:38:38,232 - Uh, thank you. 1070 00:38:38,315 --> 00:38:40,901 - I wanna really talk about, you know, your story. 1071 00:38:40,985 --> 00:38:42,862 You actually told me you're from Mexico. 1072 00:38:42,945 --> 00:38:43,946 - Yeah. 1073 00:38:44,030 --> 00:38:45,906 Yesterday I got my green card in the mail. 1074 00:38:45,990 --> 00:38:47,366 - Ooh! - So, yeah. 1075 00:38:47,450 --> 00:38:49,869 That was pretty cool. - That's nice. 1076 00:38:49,952 --> 00:38:52,455 - Yeah, it's been a-- - Very nice. 1077 00:38:52,538 --> 00:38:54,707 So I'd like to help you. 1078 00:38:54,790 --> 00:38:56,375 I'd like to actually give you $10,000 1079 00:38:56,459 --> 00:38:59,211 so that you can go back to Mexico. 1080 00:38:59,295 --> 00:39:01,172 - Oh, my God. Are you serious? 1081 00:39:01,255 --> 00:39:02,923 - Mm-hmm. - Oh, thank you so much. 1082 00:39:03,007 --> 00:39:04,341 It means the world to me. 1083 00:39:04,425 --> 00:39:05,760 I really appreciate it. Thank you. 1084 00:39:05,843 --> 00:39:07,428 - I know you guys are also saving money 1085 00:39:07,511 --> 00:39:10,431 to buy your own home. 1086 00:39:10,514 --> 00:39:12,141 - We are. 1087 00:39:12,224 --> 00:39:14,143 - I'd like to give you $20,000 1088 00:39:14,226 --> 00:39:17,104 so that you can use it as your down payment. 1089 00:39:17,188 --> 00:39:18,606 - Are you serious? - Mm-hmm. 1090 00:39:18,689 --> 00:39:20,649 - Oh, my God. 1091 00:39:20,733 --> 00:39:21,776 It's like a dream. 1092 00:39:21,859 --> 00:39:24,403 A dream of a dream come true. 1093 00:39:24,487 --> 00:39:28,449 I've never imagined something this amazing happening to me. 1094 00:39:28,532 --> 00:39:32,661 Um, thank you so much. Thank you. 1095 00:39:32,745 --> 00:39:33,704 Can I give you a hug? - Yes. 1096 00:39:33,788 --> 00:39:35,915 - Sorry. - [laughs] 1097 00:39:35,998 --> 00:39:38,584 - I'm so excited, surprised. 1098 00:39:38,667 --> 00:39:39,502 I'm very happy. 1099 00:39:41,504 --> 00:39:44,632 - Skyler, first of all, 1100 00:39:44,715 --> 00:39:47,176 I really wanna say thank you. 1101 00:39:47,259 --> 00:39:48,427 You were really awesome. 1102 00:39:48,511 --> 00:39:52,640 - Appreciate it. - Very inspirational trainer. 1103 00:39:52,723 --> 00:39:55,684 So we kind of talked about, uh, the changes that, 1104 00:39:55,768 --> 00:39:56,852 you know, we made. 1105 00:39:56,936 --> 00:39:57,853 - Right. 1106 00:39:57,937 --> 00:39:58,938 It definitely-- 1107 00:39:59,021 --> 00:40:01,357 the changes were a lot for us 1108 00:40:01,440 --> 00:40:04,527 because, you know, customers were upset at us 1109 00:40:04,610 --> 00:40:06,320 like we're the ones that make the changes, 1110 00:40:06,403 --> 00:40:07,488 and, you know, at the end of the day, 1111 00:40:07,571 --> 00:40:08,989 it--it starts from the top. 1112 00:40:09,073 --> 00:40:12,159 - I am so sorry to make your life harder, 1113 00:40:12,243 --> 00:40:15,329 but we all believe the changes were necessary. 1114 00:40:15,413 --> 00:40:16,122 - Definitely. 1115 00:40:16,205 --> 00:40:18,040 - You talked about, you know, 1116 00:40:18,124 --> 00:40:20,793 you really wanna be a franchisee at Smoothie King. 1117 00:40:20,876 --> 00:40:23,295 - Right. - So I, like-- 1118 00:40:23,379 --> 00:40:25,005 as soon as I came up from the store, 1119 00:40:25,089 --> 00:40:26,298 I actually talked to the team, 1120 00:40:26,382 --> 00:40:27,675 and the team actually discovered 1121 00:40:27,758 --> 00:40:29,635 your application was denied by us. 1122 00:40:29,718 --> 00:40:30,636 - Right. 1123 00:40:30,719 --> 00:40:34,265 - I know you were short. 1124 00:40:34,348 --> 00:40:34,890 - Right. 1125 00:40:34,974 --> 00:40:40,020 - So I'd love to pay $75,000 1126 00:40:40,104 --> 00:40:42,815 to help for you to buy the store. 1127 00:40:42,898 --> 00:40:44,984 - Wow. [laughs] 1128 00:40:45,067 --> 00:40:47,987 - 'Cause we'd love to have you as our franchisee. 1129 00:40:48,070 --> 00:40:50,990 - For real? - Yes, of course for real! 1130 00:40:51,073 --> 00:40:53,159 - I don't--I don't even think you understand, man. 1131 00:40:53,242 --> 00:40:55,202 This is-- this is a game-changer. 1132 00:40:55,286 --> 00:40:56,495 It'll change my life forever. 1133 00:40:56,579 --> 00:40:57,663 This is--this is all I ever wanted. 1134 00:40:57,746 --> 00:41:00,374 This is all I ever needed, was a start. 1135 00:41:00,457 --> 00:41:01,876 To tell my wife-- you know, 1136 00:41:01,959 --> 00:41:04,545 I mean, she--she knows how hard I've worked so-- 1137 00:41:04,628 --> 00:41:05,588 - Yup. She knows. 1138 00:41:05,671 --> 00:41:08,591 [dramatic music] 1139 00:41:08,674 --> 00:41:12,303 ♪ ♪ 1140 00:41:12,386 --> 00:41:13,262 - [sniffs] 1141 00:41:13,345 --> 00:41:15,514 - Skyler, you deserve it. 1142 00:41:15,598 --> 00:41:17,558 - Thank you. [sniffs] 1143 00:41:17,641 --> 00:41:18,893 - All right. Come on, man. 1144 00:41:18,976 --> 00:41:20,019 - For sure. - All right. 1145 00:41:20,102 --> 00:41:20,769 All right. 1146 00:41:20,853 --> 00:41:24,064 - It's weird that in, you know, 1147 00:41:24,148 --> 00:41:25,566 a couple minutes your whole life can change. 1148 00:41:25,649 --> 00:41:27,693 It still doesn't feel real. [chuckles] 1149 00:41:27,776 --> 00:41:30,529 ♪ ♪ 1150 00:41:30,613 --> 00:41:33,115 - Since I bought this company, 1151 00:41:33,199 --> 00:41:35,242 I made a lot of changes. 1152 00:41:35,326 --> 00:41:36,577 Going undercover, 1153 00:41:36,660 --> 00:41:40,206 I can see that we made a few mistakes. 1154 00:41:40,289 --> 00:41:40,956 Some of the implementation, 1155 00:41:41,040 --> 00:41:43,751 we could have done a better job. 1156 00:41:43,834 --> 00:41:45,002 Moving forward, 1157 00:41:45,085 --> 00:41:48,380 I believe I'm gonna be a better leader 1158 00:41:48,464 --> 00:41:52,426 as this experience really made me appreciate 1159 00:41:52,509 --> 00:41:54,720 my team members as well as franchisees. 1160 00:41:54,803 --> 00:42:02,561 ♪ ♪ 1161 00:42:04,355 --> 00:42:07,107 [upbeat music] 1162 00:42:07,191 --> 00:42:14,240 ♪ ♪ 1163 00:42:35,761 --> 00:42:38,681 [upbeat music] 1164 00:42:38,764 --> 00:42:45,896 ♪ ♪