00:00:00,000 --> 00:00:04,162 Translated By The Community Of WWW.MY-SUBS.COM 1 00:00:06,639 --> 00:00:08,615 Tonight on Undercover Boss... 2 00:00:08,640 --> 00:00:09,672 - Hi, Greg. - Hi, guys. 3 00:00:09,697 --> 00:00:10,692 Greg Scott... 4 00:00:10,717 --> 00:00:12,183 Do you feel like we should have more gold? 5 00:00:12,208 --> 00:00:14,036 CEO of New York and Company... 6 00:00:14,061 --> 00:00:16,428 I want to look distinctly different. 7 00:00:16,453 --> 00:00:18,196 Goes undercover. 8 00:00:18,198 --> 00:00:19,898 Hi, can we help you today? 9 00:00:19,900 --> 00:00:21,666 Okay. 10 00:00:21,691 --> 00:00:23,992 By joining his employees on the front lines. 11 00:00:24,607 --> 00:00:25,337 Ooh. 12 00:00:25,339 --> 00:00:26,538 This fashion-forward boss... 13 00:00:26,825 --> 00:00:28,085 Super heavy. 14 00:00:28,408 --> 00:00:30,909 Will meet the people who keep his company en vogue. 15 00:00:31,286 --> 00:00:32,356 Where are we? 16 00:00:32,381 --> 00:00:34,148 I know it's a lot, but I know you can do it. 17 00:00:34,249 --> 00:00:35,415 While undercover... 18 00:00:35,440 --> 00:00:37,073 - How do you find that? - Look. 19 00:00:37,098 --> 00:00:38,927 He'll struggle to make the cut. 20 00:00:38,952 --> 00:00:40,652 - Don't be nervous. - Okay, yeah, yeah. 21 00:00:41,179 --> 00:00:43,490 Somebody messed up and put that six up there. 22 00:00:43,515 --> 00:00:44,595 Yeah. 23 00:00:44,620 --> 00:00:45,748 And what will happen 24 00:00:45,773 --> 00:00:46,972 when he finds out his company 25 00:00:47,318 --> 00:00:48,865 is going out of style? 26 00:00:48,890 --> 00:00:51,691 We rarely have younger girls come in. 27 00:00:52,056 --> 00:00:54,029 They all think that it's an old lady store. 28 00:00:54,054 --> 00:00:55,154 Oh, they do? 29 00:00:55,179 --> 00:00:56,278 Find out next 30 00:00:56,726 --> 00:00:59,226 on Undercover Boss. 31 00:01:01,975 --> 00:01:05,796 Sync and correction by ~LittleDuck~ www.MY-SUBS.com 32 00:01:08,438 --> 00:01:11,522 Based in the fashion capital of the world, New York City, 33 00:01:11,710 --> 00:01:14,718 with more than 500 locations across the country, 34 00:01:15,023 --> 00:01:17,283 New York and Company is a leading retailer 35 00:01:17,308 --> 00:01:18,445 of women's fashion. 36 00:01:18,832 --> 00:01:21,633 With celebrity partnerships that include Eva Mendes 37 00:01:21,666 --> 00:01:23,332 and Jennifer Hudson, 38 00:01:23,553 --> 00:01:26,414 New York and Company is a model in fashion retail. 39 00:01:26,817 --> 00:01:28,679 Keeping his company on the cutting edge 40 00:01:28,704 --> 00:01:30,881 of the fashion world is one man. 41 00:01:31,244 --> 00:01:34,045 My name is Greg Scott, and I'm the CEO of New York and Company. 42 00:01:37,639 --> 00:01:40,941 New York and Company is a women's retailer based in New York City. 43 00:01:41,169 --> 00:01:44,172 We're the best-kept billion-dollar secret. 44 00:01:44,197 --> 00:01:46,230 There's so many people that haven't discovered us. 45 00:01:49,985 --> 00:01:51,645 New York and Company grew up 46 00:01:51,670 --> 00:01:54,319 as a brick-and-mortar store retailer. 47 00:01:54,344 --> 00:01:56,844 Originally, we were Lerner Stores of New York, 48 00:01:56,869 --> 00:02:00,171 starting in 1918 here in New York City on 34th street. 49 00:02:00,289 --> 00:02:01,860 Today, we've really evolved. 50 00:02:01,885 --> 00:02:05,997 We have approximately 354 New York and Company stores, 51 00:02:06,022 --> 00:02:07,933 140 outlet stores, 52 00:02:07,958 --> 00:02:09,290 and we have an online business 53 00:02:09,292 --> 00:02:11,481 that does over $200 million a year. 54 00:02:11,506 --> 00:02:13,440 We respect women, 55 00:02:13,465 --> 00:02:14,943 and we respect their sizes, 56 00:02:14,968 --> 00:02:16,301 and we say, you know what? 57 00:02:16,366 --> 00:02:19,309 We carry 0 to 20, petite and tall, 58 00:02:19,334 --> 00:02:22,009 and it's kind of a differentiator for us. 59 00:02:23,608 --> 00:02:26,609 I grew up in Northern California in Napa. 60 00:02:26,643 --> 00:02:28,476 My father and mother split up 61 00:02:28,501 --> 00:02:30,445 when I was in second or third grade. 62 00:02:30,470 --> 00:02:32,901 So I grew up with my father. He remarried. 63 00:02:32,926 --> 00:02:35,442 And I had a great relationship with my father. 64 00:02:35,562 --> 00:02:37,061 Graduated from UCLA... 65 00:02:37,220 --> 00:02:38,606 Great education. 66 00:02:39,933 --> 00:02:43,239 Unfortunately, my father died in my senior year in college. 67 00:02:44,161 --> 00:02:47,973 And I basically was pretty much on my own. 68 00:02:48,075 --> 00:02:52,308 And my real mother was not really in my life at that point. 69 00:02:52,333 --> 00:02:54,984 That has driven me a lot, because 70 00:02:55,316 --> 00:02:57,426 after my father died, it was me. 71 00:02:57,591 --> 00:02:59,657 There was no one gonna help me. 72 00:02:59,682 --> 00:03:01,489 There was no one that was gonna g... 73 00:03:01,514 --> 00:03:02,680 It was me. 74 00:03:02,996 --> 00:03:04,707 I didn't have any money 75 00:03:04,890 --> 00:03:07,051 so I joined the Macy's training program. 76 00:03:07,076 --> 00:03:08,976 So I was at Macy's for eight years 77 00:03:09,001 --> 00:03:10,534 and got a job at Henri Bendel. 78 00:03:10,559 --> 00:03:12,726 And then quickly, I was recruited by Ann Taylor. 79 00:03:12,751 --> 00:03:16,371 And then in 2000, I joined a company down in Los Angeles 80 00:03:16,396 --> 00:03:17,928 as the president of Arden B. 81 00:03:17,953 --> 00:03:20,020 Later I got a call from Manny, 82 00:03:20,045 --> 00:03:22,551 the founder of Bebe, and he asked me to become the CEO. 83 00:03:24,011 --> 00:03:26,699 And I went to Bebe in 2004, 84 00:03:26,724 --> 00:03:28,028 and for five years, 85 00:03:28,053 --> 00:03:29,886 Bebe had explosive growth. 86 00:03:30,200 --> 00:03:32,536 And in 2009, 87 00:03:32,561 --> 00:03:35,372 after successfully running the company 88 00:03:35,397 --> 00:03:37,239 for almost five years, 89 00:03:38,336 --> 00:03:40,002 I was pretty much let go. 90 00:03:40,136 --> 00:03:42,403 But you know what? It all worked out. 91 00:03:42,708 --> 00:03:44,004 I'm at New York and Company. 92 00:03:46,011 --> 00:03:48,969 So I joined New York and Company in May of 2010. 93 00:03:49,068 --> 00:03:52,114 And in that quarter, the company lost $50 million. 94 00:03:52,466 --> 00:03:53,732 - Hello, everybody. - Hi. 95 00:03:53,796 --> 00:03:56,097 So e-com is troubling. 96 00:03:56,099 --> 00:03:57,598 You know, there was a lot of pressure. 97 00:03:57,600 --> 00:04:00,034 But every day, I'd wake up and go, 98 00:04:00,036 --> 00:04:02,203 "Here are the five things I'm gonna do today." 99 00:04:02,205 --> 00:04:04,138 And I just kept doing it. 100 00:04:06,409 --> 00:04:09,677 I would say the turning point for New York and Company 101 00:04:09,702 --> 00:04:12,012 was when actress Eva Mendes 102 00:04:12,450 --> 00:04:15,536 partnered with us on a celebrity collaboration. 103 00:04:17,638 --> 00:04:22,151 And after 2015, where we had four really strong quarters 104 00:04:22,176 --> 00:04:25,210 in a row, we were really on our way, we thought. 105 00:04:25,434 --> 00:04:30,115 And then, around the fourth week of March of 2016, 106 00:04:30,168 --> 00:04:34,186 all of a sudden, stock dropped 40% in one day. 107 00:04:38,559 --> 00:04:40,492 This was five weeks of bad business, 108 00:04:40,517 --> 00:04:43,200 and for that, stock analysts crushed us. 109 00:04:43,297 --> 00:04:44,930 But traffic did come back, 110 00:04:45,083 --> 00:04:47,309 and things did get better. 111 00:04:47,334 --> 00:04:49,527 So, um... 112 00:04:50,704 --> 00:04:52,692 you know, I take it personal. 113 00:04:55,609 --> 00:04:56,775 - Hey. - Hi, Greg. 114 00:04:56,777 --> 00:04:58,577 - Hi, guys. - Welcome to Holiday. 115 00:04:58,579 --> 00:04:59,611 Thank you. 116 00:04:59,613 --> 00:05:01,847 I love this business. 117 00:05:01,849 --> 00:05:04,727 I am passionate all the time. 118 00:05:04,752 --> 00:05:05,650 I don't know if I love these snowflakes. 119 00:05:05,652 --> 00:05:06,785 All right. 120 00:05:06,787 --> 00:05:07,886 I love looking at ways 121 00:05:07,888 --> 00:05:09,321 we can do things better. 122 00:05:09,323 --> 00:05:10,956 Do you feel like we should have more gold? 123 00:05:10,958 --> 00:05:12,591 - I feel like it's... - Well, we can. 124 00:05:12,593 --> 00:05:15,127 I'm highly, highly focused and always have been 125 00:05:15,129 --> 00:05:16,595 from the early point in my career. 126 00:05:16,597 --> 00:05:18,130 - All right, thanks, guys. - Thank you. 127 00:05:18,132 --> 00:05:19,431 - Have a good weekend. - Have a good weekend. 128 00:05:19,456 --> 00:05:20,449 Bye. 129 00:05:20,978 --> 00:05:22,410 - How are you? - How are you? I'm good. 130 00:05:22,435 --> 00:05:23,901 - Good. - So what are we gonna do today? 131 00:05:23,950 --> 00:05:26,318 I want to look distinctly different, 132 00:05:26,364 --> 00:05:29,841 maybe light-ish brown, blonde. 133 00:05:29,843 --> 00:05:32,477 In 2010, we lost $50 million. 134 00:05:32,479 --> 00:05:34,786 Last year, in 2015, we broke even. 135 00:05:34,811 --> 00:05:36,845 We need to go to a company 136 00:05:36,884 --> 00:05:38,861 that's making significant profit. 137 00:05:38,886 --> 00:05:41,753 There are so many people that haven't heard about us. 138 00:05:41,755 --> 00:05:44,189 How do I get the word out? 139 00:05:44,191 --> 00:05:46,992 So now is the perfect time to go undercover, 140 00:05:46,994 --> 00:05:50,328 so I can find out, is there something we can do 141 00:05:50,330 --> 00:05:53,331 to significantly improve our results 142 00:05:53,333 --> 00:05:54,800 that I don't know about? 143 00:05:54,802 --> 00:05:56,211 Wow. 144 00:05:56,236 --> 00:05:57,289 While undercover, 145 00:05:57,314 --> 00:05:59,447 I'll be posing as a yoga instructor named Brett. 146 00:06:00,196 --> 00:06:02,956 My employees will think they're on a different reality show. 147 00:06:02,981 --> 00:06:06,534 They will have no idea it's really Undercover Boss. 148 00:06:16,160 --> 00:06:18,321 (energetic music} 149 00:06:18,430 --> 00:06:20,830 Today I'm in Bensalem, Pennsylvania, 150 00:06:20,832 --> 00:06:22,446 and I'm gonna be working with a sales associate 151 00:06:22,471 --> 00:06:23,710 doing a closing shift. 152 00:06:23,735 --> 00:06:24,601 All right, it's ready. 153 00:06:24,603 --> 00:06:26,169 I got your receipt. 154 00:06:26,171 --> 00:06:28,937 Sales associates are the difference between 155 00:06:28,962 --> 00:06:31,324 having a good store that performs 156 00:06:31,349 --> 00:06:32,548 and a store that does not. 157 00:06:32,573 --> 00:06:34,673 They really are on the front line. 158 00:06:34,698 --> 00:06:37,720 Their number one responsibility is to sell. 159 00:06:39,567 --> 00:06:41,768 One of my initiatives to improve sales 160 00:06:41,793 --> 00:06:43,719 is a tablet that will allow the associates 161 00:06:43,744 --> 00:06:45,477 to look up items, place orders, 162 00:06:45,502 --> 00:06:47,243 and make sales actually on the floor. 163 00:06:47,268 --> 00:06:49,968 So I'm excited to see how that is being used. 164 00:06:50,103 --> 00:06:51,501 - Anthony? - Hi. 165 00:06:51,526 --> 00:06:53,515 - Hi. Brett. - Anthony. Pleasure to meet you. 166 00:06:53,540 --> 00:06:55,657 I'm gonna show you the ins and outs of register. 167 00:06:55,682 --> 00:06:56,291 Okay. 168 00:06:56,316 --> 00:06:58,150 We're also gonna be making sure that your store 169 00:06:58,175 --> 00:06:59,520 is gonna look pristine, perfect, 170 00:06:59,545 --> 00:07:00,844 and very fashion-forward. 171 00:07:00,869 --> 00:07:03,157 Okay. 172 00:07:03,260 --> 00:07:05,024 Brett is very in his own world. 173 00:07:05,049 --> 00:07:06,790 He's a little bit more down-dressed. 174 00:07:06,852 --> 00:07:09,097 Brett does not have to worry about me raiding his closet. 175 00:07:09,122 --> 00:07:10,989 All righty, so we're gonna get started with the register. 176 00:07:10,991 --> 00:07:12,390 - All right? - Cool. 177 00:07:12,392 --> 00:07:15,899 Okay, so the set-up looks complicated. 178 00:07:15,942 --> 00:07:17,344 It's very easy. 179 00:07:17,369 --> 00:07:19,605 So what I'm gonna do is just log in real quick. 180 00:07:19,630 --> 00:07:21,111 _ 181 00:07:21,136 --> 00:07:23,572 _ 182 00:07:23,719 --> 00:07:26,094 - Coupons are a very big thing. - Okay. 183 00:07:26,119 --> 00:07:27,952 But it has some exclusions. 184 00:07:28,170 --> 00:07:29,970 Do customers understand this? 185 00:07:30,043 --> 00:07:31,843 It's hard for them to understand, 186 00:07:31,845 --> 00:07:33,665 because when you read this, what do you think? 187 00:07:33,724 --> 00:07:35,924 Um, I read $10 cash. 188 00:07:35,949 --> 00:07:38,149 - Exactly, you think cash. - Yes. 189 00:07:38,174 --> 00:07:40,133 - That's not how it is. - Oh. 190 00:07:40,158 --> 00:07:44,327 This is a coupon for $10 off eligible items. 191 00:07:44,415 --> 00:07:46,882 So all those signs that you see that are red... 192 00:07:46,907 --> 00:07:48,640 - Yes? - Are considered New York deals. 193 00:07:48,665 --> 00:07:49,305 Okay. 194 00:07:49,330 --> 00:07:51,001 _ 195 00:07:51,026 --> 00:07:52,258 Okay, is that hard? 196 00:07:52,283 --> 00:07:53,649 - It's very hard. - Okay. 197 00:07:53,674 --> 00:07:55,336 - Because everyone reads cash. - Yes. 198 00:07:55,361 --> 00:07:57,536 And if I was a customer, I would read that too. 199 00:07:57,561 --> 00:07:58,743 - As cash. - Just like how you did. 200 00:07:58,768 --> 00:07:59,821 Yes. 201 00:07:59,846 --> 00:08:02,374 Clearly, customers get frustrated 202 00:08:02,399 --> 00:08:05,211 not being able to use a coupon on top of everything, 203 00:08:05,236 --> 00:08:07,196 so I need to fix that. 204 00:08:08,586 --> 00:08:10,258 Do you want to do an order? 205 00:08:10,474 --> 00:08:11,807 - Yeah. - Well, you're gonna. 206 00:08:11,809 --> 00:08:13,142 Yeah, okay, okay. 207 00:08:13,586 --> 00:08:15,954 - Okay. - This is different. 208 00:08:15,979 --> 00:08:17,912 - Yeah, we have the tablet. - Okay. 209 00:08:17,948 --> 00:08:20,182 Because what we did with the tablet is... it's a new thing. 210 00:08:20,184 --> 00:08:21,650 - Okay. - Like this can detach from here. 211 00:08:21,652 --> 00:08:22,821 Okay. 212 00:08:22,846 --> 00:08:24,212 And you could even ring someone up. 213 00:08:24,237 --> 00:08:25,737 - Do you do that? - I don't personally. 214 00:08:25,900 --> 00:08:27,099 Okay. 215 00:08:27,124 --> 00:08:28,390 Because I feel like it's easier 216 00:08:28,392 --> 00:08:29,625 to just help them on the sales floor 217 00:08:29,627 --> 00:08:30,759 and then bring it to the rep desk. 218 00:08:30,761 --> 00:08:31,860 - Okay. - But you can do that. 219 00:08:31,885 --> 00:08:33,008 - It's one of... - Cool. 220 00:08:33,033 --> 00:08:34,336 Yeah, it's a really nice option. 221 00:08:34,361 --> 00:08:36,027 That's when Greg Scott almost popped out. 222 00:08:36,121 --> 00:08:38,055 Can you show me how this comes off? 223 00:08:38,712 --> 00:08:39,945 - Oh, yeah, sure. - Okay. 224 00:08:39,970 --> 00:08:41,270 I need a manager to do it, 225 00:08:41,272 --> 00:08:42,891 because I can't do it personally. 226 00:08:44,375 --> 00:08:46,024 I was like, "What?" 227 00:08:46,076 --> 00:08:48,343 Really? Like, a manager needs to do that? 228 00:08:48,735 --> 00:08:51,290 That tablet was to be automating us 229 00:08:51,315 --> 00:08:53,594 to prove our selling, to improve efficiency, 230 00:08:53,619 --> 00:08:56,454 so he could be on the floor finding sizes for the customer, 231 00:08:56,487 --> 00:08:58,787 showing the customer what we have online. 232 00:08:58,789 --> 00:09:01,243 So now she's gonna unlock it for us. 233 00:09:01,358 --> 00:09:03,759 That honestly was probably the worst thing 234 00:09:03,784 --> 00:09:05,492 that could've happened. 235 00:09:17,696 --> 00:09:19,703 Okay, so now she's gonna unlock it for us. 236 00:09:19,728 --> 00:09:20,782 Okay. 237 00:09:20,807 --> 00:09:22,406 It was like, "Manager on aisle six." 238 00:09:22,431 --> 00:09:24,698 I mean, it was, like, crazy. 239 00:09:25,001 --> 00:09:26,510 - Perfect. - Okay. 240 00:09:26,535 --> 00:09:27,801 So now you got a mobile register. 241 00:09:27,803 --> 00:09:29,336 So we can go anywhere with it? 242 00:09:29,338 --> 00:09:31,238 I could go on the floor, scan items... 243 00:09:31,240 --> 00:09:32,673 - Okay. - Ring up a sale. 244 00:09:32,675 --> 00:09:33,974 You just don't use it very much. 245 00:09:33,976 --> 00:09:35,676 - I don't personally. - Okay, okay. 246 00:09:35,678 --> 00:09:36,977 I think it's way easier to just have 'em come. 247 00:09:36,979 --> 00:09:38,102 Okay. 248 00:09:38,127 --> 00:09:39,993 We need that tablet to be flexible. 249 00:09:40,115 --> 00:09:42,049 We spent so much money getting those out. 250 00:09:42,051 --> 00:09:43,227 What a waste. 251 00:09:43,252 --> 00:09:45,196 I have to fix that immediately. 252 00:09:47,990 --> 00:09:50,415 So it's all women's? 253 00:09:50,440 --> 00:09:52,306 No men's? Or are those men's? 254 00:09:52,561 --> 00:09:54,361 Well, actually, this is an all women's clothing store. 255 00:09:54,363 --> 00:09:55,462 Okay, okay. 256 00:09:55,464 --> 00:09:56,530 But, for example, I'm wearing 257 00:09:56,532 --> 00:09:57,464 some of the clothing. 258 00:09:57,466 --> 00:09:58,641 - Oh, you are? - Yes. 259 00:09:58,666 --> 00:10:00,352 I do try to wear some of the clothing while I'm here. 260 00:10:00,377 --> 00:10:03,100 I would, because people will see it. 261 00:10:03,125 --> 00:10:04,626 - Yes, exactly. - And go, "Okay." 262 00:10:04,651 --> 00:10:07,376 Like, I would love to wear, like, the pink jeans, 263 00:10:07,401 --> 00:10:08,836 and, like, some tears in them. 264 00:10:08,861 --> 00:10:10,187 Why can't you wear these? 265 00:10:10,212 --> 00:10:11,611 - Just the dress code. - Oh. 266 00:10:11,636 --> 00:10:12,899 - It's just the rules from Corporate. - Oh. 267 00:10:12,924 --> 00:10:15,891 Men associates are allowed to wear black and white, mainly. 268 00:10:15,916 --> 00:10:16,829 Okay. 269 00:10:16,854 --> 00:10:18,376 And then woman associates are allowed to wear color... 270 00:10:18,401 --> 00:10:19,618 - Okay. - And denim. 271 00:10:19,643 --> 00:10:22,555 We talk about what the women associates wear, 272 00:10:22,580 --> 00:10:25,314 but we never really talk about the men. 273 00:10:25,339 --> 00:10:28,126 And what I see today is, we actually are not 274 00:10:28,706 --> 00:10:30,336 treating the men the same. 275 00:10:30,582 --> 00:10:34,094 We are now officially done taking care of our customers. 276 00:10:34,119 --> 00:10:36,391 - Okay. - So we're gonna close the gate. 277 00:10:36,416 --> 00:10:37,610 Okay. 278 00:10:38,814 --> 00:10:40,468 We're gonna start on our metro portion. 279 00:10:40,493 --> 00:10:42,259 So we're gonna grab some mannequins. 280 00:10:42,261 --> 00:10:43,560 Because that's what we're gonna be dressing. 281 00:10:43,562 --> 00:10:44,797 All right. 282 00:10:44,997 --> 00:10:46,397 So tell me a little bit about yourself. 283 00:10:46,399 --> 00:10:47,665 Like, you're from San Francisco, right? 284 00:10:47,667 --> 00:10:49,166 I'm from San Francisco. 285 00:10:49,168 --> 00:10:51,135 - How about you? - I've been here my whole life. 286 00:10:51,137 --> 00:10:52,436 - Your whole life? - Yes. 287 00:10:52,610 --> 00:10:54,860 I used to live with my grandparents. 288 00:10:54,885 --> 00:10:57,352 I had my mother pass away when I was ten. 289 00:10:57,415 --> 00:10:59,215 - Oh. - So that was kind of surreal. 290 00:10:59,383 --> 00:11:02,518 And my father wasn't really in the picture. 291 00:11:02,520 --> 00:11:04,553 But my grandmother and grandfather took me in 292 00:11:04,555 --> 00:11:05,742 when I was just a little kid. 293 00:11:05,767 --> 00:11:08,768 - And it's very humbling. - That's... wow. 294 00:11:08,793 --> 00:11:11,493 And my grandfather actually recently passed away. 295 00:11:11,518 --> 00:11:12,451 Aww. 296 00:11:12,476 --> 00:11:14,075 So now I live 297 00:11:14,198 --> 00:11:15,760 somewhat with my grandmother, somewhat with 298 00:11:15,785 --> 00:11:17,061 - my friend's family. - Okay. 299 00:11:17,086 --> 00:11:18,886 I'm in the process of helping her move 300 00:11:19,082 --> 00:11:21,314 into an apartment that's closer to where I'm living now. 301 00:11:21,339 --> 00:11:24,974 Okay, so how... do you work here part time, or do you... 302 00:11:24,999 --> 00:11:26,532 - I am a part-timer. - Okay. 303 00:11:26,557 --> 00:11:28,423 It helps a lot, especially, like, 304 00:11:28,448 --> 00:11:29,748 going to school and everything. 305 00:11:29,773 --> 00:11:31,806 - So you go to school too. - I do. 306 00:11:31,849 --> 00:11:33,338 Right now I'm studying fine arts. 307 00:11:33,363 --> 00:11:34,078 Oh. 308 00:11:34,103 --> 00:11:36,069 But I'm hoping to transfer to maybe FIT, 309 00:11:36,094 --> 00:11:38,261 because I also want to do fashion, as well. 310 00:11:38,286 --> 00:11:40,429 Oh, so you do want to go to design. 311 00:11:40,454 --> 00:11:42,087 Yeah, I do. How's she looking? 312 00:11:42,243 --> 00:11:44,568 - She looks good, no? - Perfect. 313 00:11:44,593 --> 00:11:46,699 Just gonna bring her down a little bit there. 314 00:11:46,724 --> 00:11:48,557 I really enjoyed meeting Anthony. 315 00:11:48,582 --> 00:11:51,850 He totally understands how to do a mannequin 316 00:11:51,875 --> 00:11:53,074 and make them look amazing. 317 00:11:53,099 --> 00:11:54,732 - She looks good. - She does. 318 00:11:54,757 --> 00:11:55,956 Yes. 319 00:11:55,981 --> 00:11:58,648 And he actually has an eye for it, 320 00:11:58,673 --> 00:12:00,740 so we need more people like that. 321 00:12:00,855 --> 00:12:03,255 But I definitely have to make some changes 322 00:12:03,280 --> 00:12:05,187 to our coupon and our training. 323 00:12:05,367 --> 00:12:09,002 So we have these two... 324 00:12:14,536 --> 00:12:16,484 Today, I'm in Wyomissing, Pennsylvania, 325 00:12:16,509 --> 00:12:18,357 and I'm gonna be working with a key holder 326 00:12:18,382 --> 00:12:20,115 and a fitting room specialist. 327 00:12:20,140 --> 00:12:21,440 - Hi, how's it going? - Hi. 328 00:12:21,442 --> 00:12:22,741 Good, how are you? 329 00:12:22,743 --> 00:12:24,773 A great fitting room stylist 330 00:12:24,798 --> 00:12:27,599 has the ability to be totally honest with a customer 331 00:12:27,615 --> 00:12:29,715 and say, "That looks great on you," 332 00:12:29,717 --> 00:12:31,683 or "I've got something even better for you." 333 00:12:31,685 --> 00:12:33,385 Hi, I'm looking for Amber. 334 00:12:33,609 --> 00:12:35,898 If we have a fitting room stylist who doesn't 335 00:12:35,923 --> 00:12:37,522 give customers honest opinion, 336 00:12:37,524 --> 00:12:39,057 and they go out and somebody says, 337 00:12:39,059 --> 00:12:41,126 "Where'd you get that? You need to change"... 338 00:12:41,128 --> 00:12:42,527 They're not coming back to New York and Company. 339 00:12:42,529 --> 00:12:44,039 - Hi. - Hi. 340 00:12:44,064 --> 00:12:45,797 - I'm Brett. - Hi, Brett, nice to meet you. 341 00:12:45,833 --> 00:12:47,199 - Nice to meet you. - How are you today? 342 00:12:47,201 --> 00:12:49,312 - Good. - I am a fitting room stylist. 343 00:12:49,437 --> 00:12:51,069 So what we're gonna be doing today is, 344 00:12:51,071 --> 00:12:53,086 you're gonna be filling outfits in the fitting room, 345 00:12:53,110 --> 00:12:55,068 customer-servicing everyone 346 00:12:55,093 --> 00:12:56,875 and anything else that happens today. 347 00:12:56,877 --> 00:12:58,009 - Okay. - Okay? 348 00:12:58,979 --> 00:13:00,846 And we're gonna start on the floor. 349 00:13:00,848 --> 00:13:04,406 This is all of our wear-to-work items. 350 00:13:04,431 --> 00:13:07,199 In the middle, this is what we call our dry pile. 351 00:13:07,224 --> 00:13:09,057 - Cool, cool. - So over here is downtown. 352 00:13:09,082 --> 00:13:10,548 - Do you like these too? - I do. 353 00:13:10,624 --> 00:13:11,723 - Okay. - They... yes. 354 00:13:11,725 --> 00:13:13,025 Although they're very... 355 00:13:13,027 --> 00:13:15,461 They fit very contoured to your body. 356 00:13:15,486 --> 00:13:17,625 _ 357 00:13:17,650 --> 00:13:20,093 _ 358 00:13:20,233 --> 00:13:21,867 - Do you tell people that? - Yes. 359 00:13:21,892 --> 00:13:24,092 - Right. - We do not like false honesty. 360 00:13:24,117 --> 00:13:25,585 We don't want somebody to buy stuff 361 00:13:25,610 --> 00:13:26,711 and return it because 362 00:13:26,736 --> 00:13:28,402 they weren't comfortable with buying it in the first place. 363 00:13:28,427 --> 00:13:29,560 Yes. 364 00:13:29,727 --> 00:13:31,093 Okay, so what we're gonna do is, 365 00:13:31,095 --> 00:13:32,494 because we have some customers on the floor, 366 00:13:32,496 --> 00:13:34,163 I'm gonna have you talk to some of them. 367 00:13:34,165 --> 00:13:35,864 So if you want, you can head over and ask them, you know... 368 00:13:35,866 --> 00:13:37,166 - Are you coming with me? - How are the... 369 00:13:37,168 --> 00:13:38,934 I will come with you. I'll hang back. 370 00:13:38,936 --> 00:13:40,469 - Okay, all right. - You ask them how they're doing. 371 00:13:40,471 --> 00:13:41,537 Hi, how are you today? 372 00:13:41,539 --> 00:13:43,172 - How are you? - Good, good. 373 00:13:43,174 --> 00:13:45,484 Can we help you with anything today? 374 00:13:45,509 --> 00:13:47,476 No, we're pretty much finishing up... just got done. 375 00:13:47,478 --> 00:13:49,077 You are? Okay, all right. 376 00:13:49,079 --> 00:13:52,804 Let Amber, myself, Brett, know if you need any help. 377 00:13:52,829 --> 00:13:54,195 - Sounds good. - Okay. 378 00:13:54,220 --> 00:13:56,120 - Thank you. - Good job. Okay. 379 00:13:56,145 --> 00:13:58,446 My impression on how he's doing with customers... 380 00:13:58,633 --> 00:14:00,390 Um, he's very nervous. 381 00:14:00,724 --> 00:14:02,750 Hi, can we help you today? 382 00:14:03,004 --> 00:14:04,211 - _ - Okay. 383 00:14:04,355 --> 00:14:06,288 He doesn't have a lot of self-confidence. 384 00:14:06,313 --> 00:14:07,612 For talking with people. 385 00:14:07,637 --> 00:14:10,138 All right, so what we're gonna do is... 386 00:14:10,203 --> 00:14:11,542 Do you need a fitting room? 387 00:14:12,336 --> 00:14:13,878 Okay, do you want to come back? 388 00:14:14,180 --> 00:14:15,646 Come on back here. 389 00:14:15,671 --> 00:14:17,261 You can be right there. You're welcome. 390 00:14:17,286 --> 00:14:18,855 So what I'm gonna have you do is, 391 00:14:18,880 --> 00:14:21,280 I'm gonna, you know, ask if anybody needs anything. 392 00:14:21,305 --> 00:14:24,239 If it's very, very busy, I literally stand in the middle. 393 00:14:24,264 --> 00:14:26,792 I be like, "How's everybody doing in here? 394 00:14:26,817 --> 00:14:28,350 Can I get anybody anything?" 395 00:14:28,375 --> 00:14:30,446 And then you just help out as much as you can. 396 00:14:30,471 --> 00:14:31,347 Okay. 397 00:14:31,372 --> 00:14:33,139 I'm gonna see if she needs anything. 398 00:14:33,541 --> 00:14:35,042 How are you doing down here? 399 00:14:35,172 --> 00:14:38,070 _ 400 00:14:38,199 --> 00:14:39,734 Sure, no problem. 401 00:14:39,759 --> 00:14:41,937 _ 402 00:14:41,962 --> 00:14:43,179 I will go check. 403 00:14:43,204 --> 00:14:45,404 So we're gonna grab her a 16 in the beige. 404 00:14:45,657 --> 00:14:47,257 - Gonna give you those. - Okay, yup. 405 00:14:47,273 --> 00:14:49,719 Do you want me to look at anything else, or no? 406 00:14:49,744 --> 00:14:51,911 Um, you can... if you want, you can check and see 407 00:14:51,913 --> 00:14:53,482 if we have 16s in any of them. 408 00:14:53,507 --> 00:14:54,547 In anything. 409 00:14:54,549 --> 00:14:56,710 That way we can give her a nice variety. 410 00:14:56,851 --> 00:14:58,593 What Amber did... She said, "Okay, 411 00:14:58,618 --> 00:15:02,354 "she wants some jeans... let's just find every 16 jean we have 412 00:15:02,741 --> 00:15:04,320 and put it into that fitting room." 413 00:15:04,937 --> 00:15:07,546 Amazing. Exactly what we want. 414 00:15:11,066 --> 00:15:12,804 So what type of customers 415 00:15:12,829 --> 00:15:14,696 do you think you're trying to appeal to? 416 00:15:14,721 --> 00:15:17,757 I'm trying to appeal to my yoga students. 417 00:15:17,782 --> 00:15:19,415 - Okay. - What about you? 418 00:15:19,708 --> 00:15:21,390 For here, in New York and Company? 419 00:15:21,415 --> 00:15:23,601 - Probably 25 to 45. - Yes. 420 00:15:23,626 --> 00:15:25,634 But, like, we don't... We rarely have 421 00:15:25,659 --> 00:15:27,091 younger girls come in. 422 00:15:27,148 --> 00:15:28,182 Okay. 423 00:15:28,207 --> 00:15:29,759 Also because New York and Company's 424 00:15:29,784 --> 00:15:31,375 - been around for so long... - Okay. 425 00:15:31,558 --> 00:15:33,024 They all think that it's an old lady's clothes. 426 00:15:33,557 --> 00:15:34,885 - Oh, they do? - They do. 427 00:15:34,910 --> 00:15:36,602 We've had a lot of ladies come in and be like, 428 00:15:36,627 --> 00:15:38,127 "I've never shopped here because it's... 429 00:15:38,152 --> 00:15:39,479 We think it's old ladies' clothes. 430 00:15:39,504 --> 00:15:41,162 People are surprised when they come in? 431 00:15:41,187 --> 00:15:44,288 Yes, especially if they're first-time customers. 432 00:15:45,238 --> 00:15:46,672 I know about this issue, 433 00:15:46,697 --> 00:15:48,263 and we've done a lot of work 434 00:15:48,265 --> 00:15:50,378 to try to shed that image 435 00:15:50,403 --> 00:15:53,487 through marketing and celebrity collaborations. 436 00:15:53,615 --> 00:15:56,949 It's clear that I still have work to do 437 00:15:56,974 --> 00:16:00,455 to change the perception of New York and Company 438 00:16:00,480 --> 00:16:04,048 that we're the store where your mom shopped. 439 00:16:05,137 --> 00:16:08,806 So back here is our stock room. 440 00:16:08,831 --> 00:16:12,112 Oh, wow, do you ever work here, or in it, or no? 441 00:16:12,137 --> 00:16:14,044 Um, it depends... If it's slow, 442 00:16:14,069 --> 00:16:15,635 everybody works everything. 443 00:16:15,660 --> 00:16:17,378 But they would rather have you in front? 444 00:16:17,403 --> 00:16:20,432 Yes, but managers will do processing. 445 00:16:20,457 --> 00:16:22,124 When do you think you'll be a manager? 446 00:16:22,207 --> 00:16:23,973 I... I have no idea. 447 00:16:23,998 --> 00:16:26,165 That's not in my life plan right now. 448 00:16:26,190 --> 00:16:27,689 It's not? Why? 449 00:16:27,714 --> 00:16:29,314 No, I have too many other things to worry about. 450 00:16:29,331 --> 00:16:31,214 - Like what? - I have a baby! 451 00:16:31,239 --> 00:16:32,539 - What... - She's only two! 452 00:16:32,597 --> 00:16:33,929 - It's very strenuous. - Right. 453 00:16:33,954 --> 00:16:35,198 Having children is very strenuous. 454 00:16:35,223 --> 00:16:36,656 My dream got put on hold. 455 00:16:36,681 --> 00:16:38,147 I started working at Kate Spade, 456 00:16:38,172 --> 00:16:39,805 loved the whole industry, 457 00:16:39,830 --> 00:16:41,963 but I got pregnant working there. 458 00:16:42,071 --> 00:16:44,034 - I had a very bad pregnancy. - Oh. 459 00:16:44,059 --> 00:16:46,760 So, um, I then stopped, 460 00:16:46,785 --> 00:16:48,704 and I went... Started working here. 461 00:16:49,112 --> 00:16:50,306 So... 462 00:16:50,597 --> 00:16:52,263 I was a manager down there too, 463 00:16:52,265 --> 00:16:53,598 so it happens. 464 00:16:53,768 --> 00:16:55,587 I got to work back up to it. 465 00:16:56,009 --> 00:16:57,947 But you work... You will, right? 466 00:16:57,972 --> 00:16:59,204 - Hopefully. - You will. 467 00:16:59,206 --> 00:17:00,539 - I hope so. - You will, right? 468 00:17:00,541 --> 00:17:01,878 - I hope so. - You have, you have... 469 00:17:01,903 --> 00:17:03,246 I have the drive for it, and that's what you need. 470 00:17:03,271 --> 00:17:04,470 You got to have the self-confidence. 471 00:17:04,472 --> 00:17:05,971 Do you think you'll be married? 472 00:17:06,029 --> 00:17:07,462 Yes, it got put on hold. 473 00:17:07,487 --> 00:17:09,253 We were supposed to be married in 2015, 474 00:17:09,278 --> 00:17:11,420 and we didn't have enough money to 475 00:17:11,445 --> 00:17:13,464 pay for a wedding and raise a child. 476 00:17:13,489 --> 00:17:15,856 My mom says I'm just doing everything backwards... 477 00:17:15,983 --> 00:17:17,383 Have a kid, and then I'll get married, 478 00:17:17,385 --> 00:17:18,751 and then I'll have a house. 479 00:17:18,753 --> 00:17:19,952 And you are your mom are still really close? 480 00:17:19,954 --> 00:17:21,453 Yeah, I actually live with my mom. 481 00:17:21,455 --> 00:17:22,510 - Oh, you do? - Yes. 482 00:17:22,535 --> 00:17:23,868 My daughter, my fiancé, and I 483 00:17:23,893 --> 00:17:25,125 live at my mom's. 484 00:17:25,393 --> 00:17:27,426 - Wow. - She's my support system. 485 00:17:27,428 --> 00:17:28,394 And that's what you need. 486 00:17:28,396 --> 00:17:29,662 - You need... - Yes. 487 00:17:29,664 --> 00:17:30,696 You need people to give you the drive, 488 00:17:30,698 --> 00:17:31,730 and that's what she does. 489 00:17:31,732 --> 00:17:32,765 She gives me the drive 490 00:17:32,767 --> 00:17:34,332 - to do what I do. - Wow. 491 00:17:34,931 --> 00:17:37,665 Okay, so back here is all of our marketing. 492 00:17:37,829 --> 00:17:42,007 Amber seems so much more mature than 22. 493 00:17:42,142 --> 00:17:44,076 She was the total package 494 00:17:44,078 --> 00:17:46,312 in terms of how she's polished, 495 00:17:46,314 --> 00:17:48,113 what she thinks about the customer... 496 00:17:48,138 --> 00:17:50,352 About customer service overall. 497 00:17:50,384 --> 00:17:52,628 She was a ten out of a ten today. 498 00:17:52,900 --> 00:17:54,420 All right, so what we're gonna do... 499 00:17:54,422 --> 00:17:56,188 now that we have gone over marketing, 500 00:17:56,190 --> 00:17:58,123 we're gonna go out and help you get more comfortable 501 00:17:58,125 --> 00:17:59,291 - talking to customers. - Okay. 502 00:17:59,293 --> 00:18:00,893 - Okay? - Okay, all right. 503 00:18:00,895 --> 00:18:02,194 Really, it's just like talking to your best friend. 504 00:18:02,196 --> 00:18:04,608 - That's what you got to think of. - Well, it's easy to talk to you. 505 00:18:04,633 --> 00:18:06,407 Just... you just have to be calm. 506 00:18:08,994 --> 00:18:09,961 Coming up... 507 00:18:11,720 --> 00:18:13,820 Brett finds a store in disarray. 508 00:18:13,822 --> 00:18:15,421 Is there a store manager? 509 00:18:15,446 --> 00:18:17,346 She is out on maternity leave. 510 00:18:18,325 --> 00:18:19,292 And later... 511 00:18:19,294 --> 00:18:21,327 We have to find a $5 sign. 512 00:18:21,329 --> 00:18:22,862 So it'll be back there on that cart. 513 00:18:22,864 --> 00:18:24,264 The boss sees signs 514 00:18:24,266 --> 00:18:25,400 of a problem. 515 00:18:25,800 --> 00:18:28,251 This is so hard to find. 516 00:18:42,423 --> 00:18:44,757 Today, we're in Fayetteville, North Carolina, 517 00:18:44,907 --> 00:18:47,474 and I'm gonna be working with a stock person. 518 00:18:48,796 --> 00:18:51,564 Stock people play an important role for New York and Company 519 00:18:51,589 --> 00:18:54,357 in terms of... they have to ensure that our stock room 520 00:18:54,382 --> 00:18:55,626 is completely organized, 521 00:18:55,651 --> 00:18:59,053 at the same time, get shipment processed quickly, 522 00:18:59,078 --> 00:19:01,861 and on the floor to sell it as fast as we can. 523 00:19:07,962 --> 00:19:10,229 My first impression of the store today, 524 00:19:10,254 --> 00:19:11,887 uh, was not a great one. 525 00:19:17,556 --> 00:19:21,740 There were empty fixtures, clothes not folded correctly, 526 00:19:21,765 --> 00:19:23,953 jewelry fixtures empty... 527 00:19:24,912 --> 00:19:26,678 and as I walked into the stock room, 528 00:19:26,703 --> 00:19:28,847 I saw the disarray everywhere. 529 00:19:29,259 --> 00:19:31,226 This is your worst nightmare. 530 00:19:31,251 --> 00:19:34,720 And going through my mind is, "What's the cause, 531 00:19:34,994 --> 00:19:36,598 and how did we get here?" 532 00:19:36,623 --> 00:19:38,423 - Hi. - Hi. 533 00:19:38,425 --> 00:19:41,003 - I'm Panya. - I'm Brett, how are you? 534 00:19:41,028 --> 00:19:42,587 - Hi, Brett. I'm fine. - Good. 535 00:19:42,696 --> 00:19:44,316 I work in freight department 536 00:19:44,341 --> 00:19:45,607 in New York and Company, 537 00:19:45,632 --> 00:19:47,132 taking the clothes out of the boxes, 538 00:19:47,134 --> 00:19:48,433 bringing them to the table, 539 00:19:48,435 --> 00:19:49,993 and putting sensors on each of them... 540 00:19:50,018 --> 00:19:52,052 And put them up in the proper place. 541 00:19:52,588 --> 00:19:54,249 We have to go through all of those boxes, 542 00:19:54,274 --> 00:19:56,861 and we cannot leave any clothing in this box. 543 00:19:56,999 --> 00:19:58,198 - Okay. - Now, this right here... 544 00:19:58,278 --> 00:19:59,878 - Yeah. - Determines how fast 545 00:19:59,880 --> 00:20:01,446 you should be able to go through that box. 546 00:20:01,448 --> 00:20:02,647 They're saying you should go through this box 547 00:20:02,649 --> 00:20:04,816 - in nine minutes. - Nine minutes. 548 00:20:04,818 --> 00:20:06,384 We're gonna put all of these in here. 549 00:20:06,386 --> 00:20:07,165 Okay. 550 00:20:07,190 --> 00:20:09,631 So we wheel it over to the table, 551 00:20:09,656 --> 00:20:12,040 take it out the bag, we open it up... 552 00:20:12,065 --> 00:20:14,649 We put the sensor on the inside on the crease. 553 00:20:14,674 --> 00:20:15,743 Okay. 554 00:20:17,688 --> 00:20:18,707 And that's it. 555 00:20:18,732 --> 00:20:19,998 Let's fold it back up. 556 00:20:20,399 --> 00:20:22,601 - Okay, let me see you. - Okay. 557 00:20:23,855 --> 00:20:25,589 All of the jeans are the same way. 558 00:20:25,614 --> 00:20:26,719 - Fold that over. - Mm-hmm. 559 00:20:26,744 --> 00:20:28,043 Put that in there. 560 00:20:28,311 --> 00:20:29,157 Yes. 561 00:20:34,692 --> 00:20:36,225 You're gonna get it. 562 00:20:37,618 --> 00:20:39,469 Oh, no. 563 00:20:39,689 --> 00:20:41,189 You got it? Okay. 564 00:20:41,214 --> 00:20:43,280 - There you go. - All right. 565 00:20:43,305 --> 00:20:45,167 So we can hang it up right here for now. 566 00:20:45,192 --> 00:20:46,224 All right. 567 00:20:46,226 --> 00:20:48,493 So they're saying you should go through this box in nine minutes. 568 00:20:48,495 --> 00:20:49,527 Nine minutes, okay. 569 00:20:49,529 --> 00:20:50,528 And what I'm gonna do... 570 00:20:50,530 --> 00:20:51,463 I'm gonna put this stuff up. 571 00:20:51,465 --> 00:20:53,031 - Okay. - It's 12:27. 572 00:20:53,033 --> 00:20:54,766 Let's see how fast you can get through that box. 573 00:20:56,203 --> 00:20:57,586 Okay. 574 00:20:57,611 --> 00:20:59,438 Take the inside... 575 00:21:00,094 --> 00:21:01,914 outside... 576 00:21:03,694 --> 00:21:05,282 inside... 577 00:21:06,046 --> 00:21:07,141 going fast. 578 00:21:10,120 --> 00:21:11,619 Inside... 579 00:21:14,898 --> 00:21:16,698 I think Brett is slower than a tortoise. 580 00:21:16,723 --> 00:21:18,033 I wouldn't give him a snail. 581 00:21:18,058 --> 00:21:20,025 I'd give him a tortoise. 582 00:21:20,027 --> 00:21:21,693 - Okay. - You have seven minutes left. 583 00:21:21,695 --> 00:21:22,994 - Seven minutes. - Yes. 584 00:21:22,996 --> 00:21:25,149 - Am I gonna make it? - Um, no. 585 00:21:25,174 --> 00:21:27,774 Wait, Panya. Ow. 586 00:21:27,901 --> 00:21:29,401 - You can't mess it up. - All right. 587 00:21:29,403 --> 00:21:30,869 Then I have to come behind you and fix it. 588 00:21:30,871 --> 00:21:32,137 - Okay. - So think about that, okay? 589 00:21:32,139 --> 00:21:34,283 - Okay. - Try not to do it so high. 590 00:21:34,308 --> 00:21:35,968 - Okay, okay. - Just do it a little bit... 591 00:21:35,993 --> 00:21:37,075 Lower? 592 00:21:37,077 --> 00:21:38,910 Brett is definitely slowing me down. 593 00:21:38,912 --> 00:21:40,945 I'm having to look over his shoulder 594 00:21:40,947 --> 00:21:42,614 to make sure he's doing it right 595 00:21:42,639 --> 00:21:45,148 or putting the sensors in the right place. 596 00:21:45,173 --> 00:21:48,374 So I think Brett needs to speed up the pace a little bit. 597 00:21:48,376 --> 00:21:50,643 - Oof. - Oh, you did it. 598 00:21:50,668 --> 00:21:52,111 - Yay. - High five. 599 00:21:52,136 --> 00:21:54,107 Now let me check and see. 600 00:21:54,132 --> 00:21:55,716 _ 601 00:21:56,079 --> 00:21:58,333 Oh. 602 00:21:58,625 --> 00:22:01,531 So now what we're gonna do is put this stuff up, okay? 603 00:22:01,556 --> 00:22:03,823 - So I'm gonna give you half. - All right. 604 00:22:03,825 --> 00:22:05,258 I'm gonna show you how to put these up. 605 00:22:05,260 --> 00:22:07,393 Okay... who taught you how to do this? 606 00:22:07,418 --> 00:22:09,457 Um, I've only been here for two and half months. 607 00:22:09,482 --> 00:22:10,572 Got it. 608 00:22:10,597 --> 00:22:12,430 So the lady who taught me is no longer here anymore. 609 00:22:12,432 --> 00:22:15,364 Oh, and there's... what, is there a store manager, or...? 610 00:22:15,389 --> 00:22:18,186 Yes, she is actually out now on maternity leave. 611 00:22:18,211 --> 00:22:22,313 So what we're doing is, we're looking for skinny... 612 00:22:22,763 --> 00:22:23,894 Average. 613 00:22:24,154 --> 00:22:26,255 So here's skinny average. 614 00:22:26,280 --> 00:22:29,130 Panya has amazing intentions 615 00:22:29,155 --> 00:22:30,621 to do a great job. 616 00:22:30,770 --> 00:22:32,237 She was correcting me, 617 00:22:32,286 --> 00:22:33,935 which I really liked, 618 00:22:33,960 --> 00:22:35,493 because that meant to me, 619 00:22:35,518 --> 00:22:37,169 Panya has a high standard. 620 00:22:37,194 --> 00:22:39,060 Somebody messed up and put that six up there. 621 00:22:39,085 --> 00:22:40,117 Yeah. 622 00:22:40,142 --> 00:22:41,380 - You could take it down. - Okay. 623 00:22:41,639 --> 00:22:43,372 And we'll fix it and put it right here. 624 00:22:43,397 --> 00:22:44,458 All right. 625 00:22:44,483 --> 00:22:46,449 But when she said the store manager 626 00:22:46,474 --> 00:22:48,410 happened to be out on leave right now, 627 00:22:48,435 --> 00:22:50,755 the light bulb went off for me. 628 00:22:50,780 --> 00:22:52,346 - This says four. - It could... oh. 629 00:22:52,372 --> 00:22:53,671 That goes down too. 630 00:22:53,696 --> 00:22:55,529 - And this says eight. - Eight? 631 00:22:55,554 --> 00:22:57,688 Who did that? 632 00:22:57,800 --> 00:22:59,700 They don't do the right thing. 633 00:22:59,780 --> 00:23:02,060 What we're lacking is leadership 634 00:23:02,282 --> 00:23:05,646 in terms of directing Panya and the team 635 00:23:05,936 --> 00:23:06,982 to excel. 636 00:23:07,316 --> 00:23:09,409 Why did you start doing this? 637 00:23:09,664 --> 00:23:12,834 Well, I had been out of work for a while. 638 00:23:12,859 --> 00:23:14,159 Yeah? 639 00:23:14,161 --> 00:23:15,860 This is my first job in, like, five years, 640 00:23:15,862 --> 00:23:17,195 'cause my daughter was sick. 641 00:23:17,197 --> 00:23:19,715 My oldest son had to stay home and keep her. 642 00:23:19,740 --> 00:23:21,273 Is your daughter okay now? 643 00:23:21,298 --> 00:23:23,965 Yes, she's in remission now. She had leukemia. 644 00:23:24,189 --> 00:23:26,410 - I'ma get you some more hangers. - Okay. 645 00:23:26,435 --> 00:23:28,262 So my husband in the military, 646 00:23:28,287 --> 00:23:30,013 and we were stationed in Germany. 647 00:23:30,038 --> 00:23:32,560 So we had to move back here, because when my baby got sick, 648 00:23:32,585 --> 00:23:34,352 we got a compassionate reassignment. 649 00:23:34,377 --> 00:23:35,891 - That was good, then, right? - It was great. 650 00:23:35,916 --> 00:23:37,716 - You needed that, right? - Yes. 651 00:23:37,774 --> 00:23:40,107 Did you ever think you'd marry somebody in the military? 652 00:23:40,132 --> 00:23:41,565 No, 'cause my father was military, 653 00:23:41,567 --> 00:23:42,708 and I thought I'd never do that. 654 00:23:42,733 --> 00:23:45,661 It has its good days and its bad days. 655 00:23:45,686 --> 00:23:47,453 I mean, like, he stays gone a lot. 656 00:23:47,478 --> 00:23:48,910 He just got back from Kuwait. 657 00:23:48,999 --> 00:23:51,099 But he's leaving again for a year. 658 00:23:51,124 --> 00:23:52,193 Oh, wow. 659 00:23:52,218 --> 00:23:53,380 Is that scary? 660 00:23:53,405 --> 00:23:54,825 And so... yes, it is. 661 00:23:55,189 --> 00:23:56,889 It is. 662 00:23:57,577 --> 00:23:59,099 The issue for me today 663 00:23:59,124 --> 00:24:00,341 is not Panya. 664 00:24:00,366 --> 00:24:02,299 She likes New York and Company, 665 00:24:02,483 --> 00:24:04,146 and she likes to work. 666 00:24:04,171 --> 00:24:05,738 We need people like that. 667 00:24:05,746 --> 00:24:07,312 I'm focused on the leadership 668 00:24:07,314 --> 00:24:09,013 while our store manager's out on leave, 669 00:24:09,015 --> 00:24:11,049 because without great leadership, 670 00:24:11,580 --> 00:24:12,928 nothing'll happen. 671 00:24:12,953 --> 00:24:14,919 That's something I need to deal with. 672 00:24:14,921 --> 00:24:16,354 You remember how to sensor the tops? 673 00:24:16,356 --> 00:24:18,156 I think so. What do... wheel it over? 674 00:24:18,158 --> 00:24:20,392 So we wheel it over to the table. 675 00:24:20,644 --> 00:24:21,643 All right. 676 00:24:27,654 --> 00:24:29,771 Today, we're in Virginia Beach, Virginia. 677 00:24:29,935 --> 00:24:32,235 And I'm gonna be working with an assistant store manager, 678 00:24:32,237 --> 00:24:34,337 one of the key roles in our store. 679 00:24:34,856 --> 00:24:36,265 - Hi. - Hi. 680 00:24:36,290 --> 00:24:38,732 - How are you? - I'm looking for Eva. 681 00:24:38,802 --> 00:24:41,278 - Hi I'm Eva, how are you doing? - Eva! 682 00:24:41,303 --> 00:24:42,958 We're gonna do a store opening. 683 00:24:42,983 --> 00:24:44,763 Something I think is one of the hardest things 684 00:24:44,788 --> 00:24:45,927 we do in our stores 685 00:24:45,952 --> 00:24:47,938 I wanna make sure our process is efficient. 686 00:24:47,963 --> 00:24:50,697 Because that's one way we can improve profitability. 687 00:24:50,722 --> 00:24:52,322 - Nice to finally meet you. - Nice to meet you. 688 00:24:52,324 --> 00:24:53,957 - How are you? - I'm good. 689 00:24:53,959 --> 00:24:55,992 - I'm the assistant manager here. - Great. 690 00:24:55,994 --> 00:24:57,527 Today, we'll be going through some processes 691 00:24:57,529 --> 00:24:59,929 to open the store... You ready? 692 00:24:59,931 --> 00:25:01,564 I've never done this, so I'm nervous. 693 00:25:01,566 --> 00:25:02,932 - That's okay. - Okay. 694 00:25:02,957 --> 00:25:04,004 - I'll get you through it. - Got it. 695 00:25:04,029 --> 00:25:06,112 My contestant is very California. 696 00:25:06,137 --> 00:25:08,137 I don't think he's somebody that I would see 697 00:25:08,139 --> 00:25:09,539 working at New York and Company. 698 00:25:09,564 --> 00:25:12,309 I see Brett as more of a, like, surfer type. 699 00:25:12,771 --> 00:25:14,821 This is one of the things we're gonna be doing today. 700 00:25:14,846 --> 00:25:16,613 We're gonna be opening up this register. 701 00:25:16,615 --> 00:25:18,281 So now we're just gonna count the money. 702 00:25:18,306 --> 00:25:21,708 So basically, we just count it just like one, two, three. 703 00:25:21,733 --> 00:25:24,097 I usually count in fives, which makes it easier for me. 704 00:25:24,122 --> 00:25:26,155 - You want me to count ones? - Sure. 705 00:25:26,157 --> 00:25:27,524 Okay. 706 00:25:28,033 --> 00:25:29,093 All right. 707 00:25:37,093 --> 00:25:41,462 Brett is counting, like, one... two... three... 708 00:25:42,029 --> 00:25:44,050 four... five. 709 00:25:44,075 --> 00:25:46,109 And you have to go at a little bit faster pace. 710 00:25:49,704 --> 00:25:51,486 Brett is on California time. 711 00:25:52,851 --> 00:25:54,317 - And that is it. - Okay. 712 00:25:54,342 --> 00:25:55,738 So now we're about to do these promo changes. 713 00:25:55,763 --> 00:25:57,029 You ready? 714 00:25:57,054 --> 00:25:58,386 - I guess. - Don't be nervous. 715 00:25:58,388 --> 00:25:59,754 - Okay, yes. - Don't be nervous. 716 00:25:59,756 --> 00:26:01,456 - You got this. - All right, all right. 717 00:26:01,481 --> 00:26:03,036 Come on. All right, let's do these promo changes. 718 00:26:05,553 --> 00:26:07,505 So basically, what we're gonna do... 719 00:26:07,530 --> 00:26:10,232 So, see 7th Ave signature fit? 720 00:26:10,257 --> 00:26:11,923 - Four-inch shorts. - Yes. 721 00:26:11,948 --> 00:26:13,848 - We got to change it to $12. - Yes. 722 00:26:13,873 --> 00:26:15,006 So we're gonna come back here. 723 00:26:15,031 --> 00:26:16,207 - This is our stock room. - Wow. 724 00:26:16,232 --> 00:26:17,598 This is where we hold everything. 725 00:26:17,600 --> 00:26:20,801 So we have to find the $12 sign up in here. 726 00:26:20,826 --> 00:26:22,292 How do you find that? 727 00:26:22,434 --> 00:26:24,036 We just got to look. 728 00:26:27,327 --> 00:26:29,286 And is it a color? 729 00:26:30,012 --> 00:26:31,508 We do have colors. 730 00:26:31,814 --> 00:26:35,955 Finding the sign was just a complete mess. 731 00:26:36,752 --> 00:26:38,652 I want the same number, right? 732 00:26:38,654 --> 00:26:39,568 Yup. 733 00:26:39,593 --> 00:26:41,318 We, in our home office, 734 00:26:41,343 --> 00:26:43,377 have made so many different signs 735 00:26:43,709 --> 00:26:45,136 and sign packages 736 00:26:45,380 --> 00:26:47,004 that it's confusing 737 00:26:47,029 --> 00:26:48,622 and hard to locate. 738 00:26:48,647 --> 00:26:49,911 - There we go. - Got it. 739 00:26:49,936 --> 00:26:51,976 Bam... all right, so now we're gonna go out here 740 00:26:52,001 --> 00:26:53,200 and put these in. 741 00:26:53,202 --> 00:26:55,780 - Okay. - There you go. 742 00:26:55,805 --> 00:26:58,879 So the Bermuda shorts... So they're $16.99. 743 00:26:58,904 --> 00:27:01,046 So we'll grab this $16.99 sign. 744 00:27:01,048 --> 00:27:02,547 - And there is that for that. - Okay. 745 00:27:02,549 --> 00:27:05,880 So basically, we want to find $5 signs. 746 00:27:05,905 --> 00:27:07,337 So it'll be back there on that cart. 747 00:27:07,531 --> 00:27:09,298 We got ten minutes to store open, 748 00:27:09,323 --> 00:27:10,322 so I need you to hurry up. 749 00:27:10,324 --> 00:27:11,990 - Okay, okay. - Fast. 750 00:27:22,903 --> 00:27:24,902 I need you to hurry up. 751 00:27:26,106 --> 00:27:28,068 Brett reminds me of a sloth. 752 00:27:28,242 --> 00:27:30,411 He's just very slow, 753 00:27:30,477 --> 00:27:31,959 and he's always just... 754 00:27:32,654 --> 00:27:33,724 doing this. 755 00:27:34,986 --> 00:27:36,318 So we need $19.99. 756 00:27:36,383 --> 00:27:37,783 - Okay. - Two of 'em. 757 00:27:37,785 --> 00:27:39,418 They should be on the same cart. 758 00:27:39,443 --> 00:27:41,769 - Okay, okay. - Store opens in five minutes. 759 00:27:42,963 --> 00:27:43,929 Hurry up. 760 00:27:44,435 --> 00:27:45,579 It is clear 761 00:27:45,677 --> 00:27:49,038 that changing promos and signs in our store 762 00:27:49,244 --> 00:27:51,945 is a process that has to be fixed. 763 00:27:52,023 --> 00:27:53,956 This is so hard to find. 764 00:27:53,958 --> 00:27:56,168 And I can't... it's super heavy. 765 00:27:56,193 --> 00:27:58,466 - Two minutes! Fast! - Wow. 766 00:27:58,491 --> 00:28:00,412 The amount of time we're spending 767 00:28:00,437 --> 00:28:03,305 changing prices and finding signs 768 00:28:03,330 --> 00:28:05,918 is taking away from doing what we're here to do, 769 00:28:05,943 --> 00:28:08,777 and that's make the customer have a great experience 770 00:28:09,147 --> 00:28:10,813 and sell some product. 771 00:28:12,048 --> 00:28:13,883 - And that is it. - Wow. Yay. 772 00:28:13,908 --> 00:28:16,642 That took... that was a long time. 773 00:28:16,754 --> 00:28:18,554 All right, so now what we're gonna do is, 774 00:28:18,556 --> 00:28:19,922 we're gonna go ahead and get that gate opened up, 775 00:28:19,924 --> 00:28:21,256 'cause we don't want to be late. 776 00:28:21,258 --> 00:28:22,591 - Okay, that I can do. - Right? 10:00. 777 00:28:22,593 --> 00:28:23,659 We got to be open. 778 00:28:23,661 --> 00:28:25,327 Put the key in... Open, close. 779 00:28:25,329 --> 00:28:27,229 If you want to open it... bam. 780 00:28:29,767 --> 00:28:32,467 So what do you like to do when you're not working? 781 00:28:32,469 --> 00:28:33,802 I have kids. 782 00:28:33,804 --> 00:28:35,062 Okay, how many kids do you have? 783 00:28:35,087 --> 00:28:36,219 - Three. - Wow. 784 00:28:36,350 --> 00:28:37,883 - I have a 20-year-old. - Wow. 785 00:28:37,908 --> 00:28:39,288 - Yeah. - Wow. 786 00:28:39,313 --> 00:28:41,714 But I have an 18-year-old, and I have a 13-year-old. 787 00:28:41,746 --> 00:28:43,846 So they keep me busy doing the mom thing. 788 00:28:43,948 --> 00:28:45,993 Right, so what else do you like to do? 789 00:28:46,170 --> 00:28:48,663 Um, I love to roller-skate. 790 00:28:48,873 --> 00:28:50,268 Where do you roller-skate? 791 00:28:50,293 --> 00:28:51,629 At the roller rink. 792 00:28:51,737 --> 00:28:53,036 Do they all skate with you? 793 00:28:53,215 --> 00:28:54,504 My daughter does. 794 00:28:54,529 --> 00:28:56,162 I'd love to see you skate. 795 00:28:56,164 --> 00:28:57,998 I have my skates. I keep 'em in my car. 796 00:28:58,000 --> 00:28:59,165 You're not... You're kidding. 797 00:28:59,167 --> 00:29:00,900 No. We have a break, anyways. 798 00:29:00,902 --> 00:29:03,136 So I'ma go grab my skates, and then we can do this. 799 00:29:03,138 --> 00:29:05,027 Oh, I can't wait. 800 00:29:05,332 --> 00:29:07,741 I would never expect someone's going to skate for me 801 00:29:07,743 --> 00:29:10,844 or skate around, but it was amazing seeing her. 802 00:29:10,846 --> 00:29:13,747 When she was on the skates, it was like, wow. 803 00:29:13,749 --> 00:29:15,081 That was great. 804 00:29:15,083 --> 00:29:16,316 Where are we? 805 00:29:16,318 --> 00:29:17,984 We're in the hallway of the mall. 806 00:29:17,986 --> 00:29:19,252 Oh, okay. 807 00:29:19,254 --> 00:29:20,320 That's so cool. 808 00:29:20,322 --> 00:29:21,721 Yeah, this is what makes me fun. 809 00:29:21,723 --> 00:29:23,890 - That is really, really fun. - Yeah. 810 00:29:23,892 --> 00:29:25,258 And your daughter does it with you? 811 00:29:25,260 --> 00:29:26,559 Yup, she has her own too. 812 00:29:26,561 --> 00:29:28,628 And you have, you said, three kids? 813 00:29:28,700 --> 00:29:29,884 Three, yup. 814 00:29:29,909 --> 00:29:31,309 Do you raise them yourself? 815 00:29:31,554 --> 00:29:34,118 Yes, I've been married for two years. 816 00:29:34,310 --> 00:29:36,269 But before that, I had... All three of them 817 00:29:36,271 --> 00:29:37,771 got raised on my own. 818 00:29:38,038 --> 00:29:41,307 And retail was my way to raise my family. 819 00:29:42,109 --> 00:29:43,843 Wow, that's hard. 820 00:29:43,845 --> 00:29:44,944 And there were struggles. 821 00:29:44,946 --> 00:29:46,646 But we made it. 822 00:29:46,753 --> 00:29:48,815 - And they're good kids. - That's amazing. 823 00:29:48,817 --> 00:29:50,283 Like, my little one... He wants to be, like, 824 00:29:50,285 --> 00:29:52,118 a aerospace engineer. 825 00:29:52,120 --> 00:29:53,507 He already, like, picked out... 826 00:29:53,532 --> 00:29:55,231 He picked out two schools, 827 00:29:55,609 --> 00:29:56,890 which makes me glad. 828 00:29:56,892 --> 00:29:58,792 One of them is too expensive, 829 00:29:58,794 --> 00:30:01,528 so he picked out another one, 'cause I couldn't afford it. 830 00:30:01,893 --> 00:30:04,474 Hearing about my employees' lives 831 00:30:04,499 --> 00:30:06,499 and their children and their parents 832 00:30:06,501 --> 00:30:09,069 made me think about how dedicated my dad was 833 00:30:09,071 --> 00:30:10,547 when my parents divorced. 834 00:30:10,572 --> 00:30:13,306 There was such a connection there. 835 00:30:13,331 --> 00:30:15,008 You wouldn't think I've been through what I've been through. 836 00:30:15,010 --> 00:30:16,334 No, no. 837 00:30:16,488 --> 00:30:19,089 But, you know, I take it at, like one day at a time. 838 00:30:19,114 --> 00:30:21,806 And I'm, like, okay. It... it'll get better. 839 00:30:21,831 --> 00:30:22,949 But... 840 00:30:22,951 --> 00:30:24,818 So what do you have to do? To become a manager? 841 00:30:24,820 --> 00:30:26,519 I'm just gonna work my way up. 842 00:30:26,521 --> 00:30:27,887 I'm just gonna work so hard 843 00:30:27,912 --> 00:30:29,712 till I get to where I want to be. 844 00:30:29,864 --> 00:30:32,459 Eva is really the type of person 845 00:30:32,484 --> 00:30:34,060 that I want in the brand. 846 00:30:34,216 --> 00:30:36,106 She is passionate. 847 00:30:36,478 --> 00:30:38,445 She represents the brand well. 848 00:30:38,650 --> 00:30:41,460 She embodies somebody we want to keep. 849 00:30:41,568 --> 00:30:43,415 We have a role for Eva in our company. 850 00:30:43,440 --> 00:30:46,175 We just need to give her that path and that development. 851 00:30:46,352 --> 00:30:47,669 Well, our break's over, 852 00:30:47,684 --> 00:30:49,643 so we got to get back to our orders, all right? 853 00:30:49,987 --> 00:30:51,887 - Let's go. - Okay. 854 00:30:55,291 --> 00:30:58,559 Coming up, the boss reveals his true identity. 855 00:30:58,561 --> 00:31:00,739 - I'm Brett. - Oh, my God, no, you're not. 856 00:31:00,764 --> 00:31:02,101 What? 857 00:31:02,165 --> 00:31:05,425 And changes their lives forever. 858 00:31:05,746 --> 00:31:06,978 This don't happen to me. 859 00:31:07,003 --> 00:31:08,636 It's happening. 860 00:31:21,093 --> 00:31:23,010 My time undercover has ended. 861 00:31:23,035 --> 00:31:25,102 And now it's time to get back to work 862 00:31:25,127 --> 00:31:26,916 as the CEO of New York and Company. 863 00:31:26,941 --> 00:31:29,675 Working on the front lines with our employees, 864 00:31:29,700 --> 00:31:31,977 I discovered more than I ever thought I would. 865 00:31:32,492 --> 00:31:34,392 I'm bringing the employees to New York City 866 00:31:34,417 --> 00:31:35,984 to our flagship store 867 00:31:36,030 --> 00:31:38,227 so that I can reveal my true identity 868 00:31:38,252 --> 00:31:40,298 and to reward them. 869 00:31:43,401 --> 00:31:44,956 - Hey, Anthony. - Hello, there, how are you? 870 00:31:44,981 --> 00:31:46,413 - Good, how are you? - I'm good. 871 00:31:46,469 --> 00:31:47,652 Tell me about Brett. 872 00:31:48,029 --> 00:31:49,664 He needed a little bit of guidance. 873 00:31:49,850 --> 00:31:51,083 Now, do I look familiar? 874 00:31:51,176 --> 00:31:53,409 Not necessarily, no. 875 00:31:53,621 --> 00:31:56,443 You kind of look like Brett. 876 00:31:56,735 --> 00:31:58,134 Are you Brett? 877 00:31:58,272 --> 00:31:59,246 I'm Brett. 878 00:31:59,693 --> 00:32:01,192 Oh, my God, no, you're not. 879 00:32:01,217 --> 00:32:04,619 And I'm also Greg Scott, the CEO of New York and Company. 880 00:32:04,644 --> 00:32:05,743 What? 881 00:32:05,768 --> 00:32:06,633 Have you ever heard of the show 882 00:32:06,658 --> 00:32:07,757 Undercover Boss? 883 00:32:07,782 --> 00:32:09,120 - Yeah. - You're on it. 884 00:32:09,182 --> 00:32:11,227 - This is ridiculous. - No, you're on it right now. 885 00:32:11,252 --> 00:32:13,348 This don't happen to me. Okay. 886 00:32:13,721 --> 00:32:17,173 Panya, you were so poised 887 00:32:17,739 --> 00:32:20,373 and in control of the situation. 888 00:32:20,461 --> 00:32:24,654 And I said, "Okay, Panya knows what's going on" 889 00:32:24,679 --> 00:32:26,479 - That was impressive to me. - Okay. 890 00:32:26,667 --> 00:32:28,768 But unfortunately, 891 00:32:29,024 --> 00:32:30,980 I thought the store looked pretty rough. 892 00:32:31,005 --> 00:32:33,514 It did, yes. 893 00:32:33,539 --> 00:32:35,806 Somebody messed up and put that six up there. 894 00:32:35,831 --> 00:32:37,164 - Yeah. - You can take it down. 895 00:32:37,189 --> 00:32:38,655 - Okay. - And we'll fix it. 896 00:32:38,680 --> 00:32:40,819 When I got there, it was very unorganized, 897 00:32:40,858 --> 00:32:42,883 and I almost quit, like, twice. 898 00:32:43,252 --> 00:32:44,426 - Really? - Yes. 899 00:32:44,451 --> 00:32:46,804 Because I asked, "Where's your manager" 900 00:32:47,062 --> 00:32:48,395 And what did you say? 901 00:32:48,420 --> 00:32:50,119 She's on maternity leave. 902 00:32:50,234 --> 00:32:51,400 And I want to make sure we have... 903 00:32:51,402 --> 00:32:52,401 Somebody have to be in there. 904 00:32:52,403 --> 00:32:54,069 - A plan... - Exactly. 905 00:32:54,071 --> 00:32:56,387 To keep the store running 906 00:32:56,412 --> 00:32:58,386 like New York and Company needs to be running, 907 00:32:58,411 --> 00:33:00,738 because people have to go out on maternity leave. 908 00:33:00,763 --> 00:33:01,963 - Exactly. - You know? 909 00:33:01,988 --> 00:33:04,488 So I will personally make sure 910 00:33:04,513 --> 00:33:06,546 that store has a new leadership team in place 911 00:33:06,571 --> 00:33:08,782 and it gets organized, so please don't quit. 912 00:33:08,932 --> 00:33:11,590 - Okay. - We went to the cartons. 913 00:33:11,615 --> 00:33:13,014 Like, that seemed to take a long time. 914 00:33:13,059 --> 00:33:14,025 That certainly do. 915 00:33:14,027 --> 00:33:15,537 I was thinking we should 916 00:33:15,562 --> 00:33:17,620 sensor the product in the factory. 917 00:33:18,065 --> 00:33:19,137 I think that's great. 918 00:33:19,162 --> 00:33:20,454 Then all you have to do is take it out of the box, 919 00:33:20,479 --> 00:33:21,745 hang it up, and put it out. 920 00:33:21,770 --> 00:33:22,807 - Yes. - That's easy. 921 00:33:22,832 --> 00:33:24,008 Yes, yes. 922 00:33:24,033 --> 00:33:26,678 I think that is a big fix for me 923 00:33:26,703 --> 00:33:27,868 and the company. 924 00:33:27,870 --> 00:33:28,822 Okay. 925 00:33:28,852 --> 00:33:30,615 So, but when you told me about your story, 926 00:33:30,640 --> 00:33:32,024 you know, the first thing was 927 00:33:32,208 --> 00:33:33,574 the military background. 928 00:33:33,576 --> 00:33:35,343 - Yes. - I mean, you grew up military. 929 00:33:35,345 --> 00:33:36,577 Grew up military. 930 00:33:36,648 --> 00:33:38,081 And you married military. 931 00:33:38,416 --> 00:33:40,016 Yes. 932 00:33:40,018 --> 00:33:42,095 So I'm gonna make a donation 933 00:33:42,120 --> 00:33:46,122 in your name to Our Military Kids for $5,000. 934 00:33:46,158 --> 00:33:47,492 - Good. - Yes. 935 00:33:47,517 --> 00:33:49,584 This organization provides support 936 00:33:49,609 --> 00:33:51,009 to kids in military families, 937 00:33:51,034 --> 00:33:52,266 and it's a great organization. 938 00:33:52,297 --> 00:33:54,208 That's great. They need that, yeah. 939 00:33:54,333 --> 00:33:55,532 - They do, right? - Yes. 940 00:33:55,557 --> 00:33:56,686 That's great. 941 00:33:56,861 --> 00:33:58,331 And your daughter's story... 942 00:33:58,433 --> 00:33:59,856 Obviously, that was, 943 00:33:59,881 --> 00:34:01,688 - I'm betting, incredibly hard. - Yes. 944 00:34:01,690 --> 00:34:03,634 And you were like, "We're gonna get through this" 945 00:34:03,659 --> 00:34:04,520 Oh, yeah. 946 00:34:04,545 --> 00:34:06,611 So one of the things we're gonna do is 947 00:34:06,636 --> 00:34:09,337 give a $5,000 donation to St. Jude... 948 00:34:09,597 --> 00:34:11,464 - Oh, good, yeah. - In your name. 949 00:34:11,489 --> 00:34:13,590 Yes, I love St. Jude. Thank you. 950 00:34:13,711 --> 00:34:17,080 And then finally, for helping the company, 951 00:34:17,645 --> 00:34:19,534 I'm gonna give you $20,000. 952 00:34:19,600 --> 00:34:21,054 Shut up. 953 00:34:26,119 --> 00:34:27,785 - Are you serious? - I'm serious. 954 00:34:31,166 --> 00:34:33,512 This don't happen to me. Okay. 955 00:34:33,814 --> 00:34:35,053 It's happening. 956 00:34:35,249 --> 00:34:36,835 Thank you. I got to give you a hug. 957 00:34:36,860 --> 00:34:39,133 I got to. Thank you so much. 958 00:34:39,587 --> 00:34:41,994 I'm so overwhelmed. 959 00:34:42,256 --> 00:34:43,938 Oh, God. 960 00:34:43,963 --> 00:34:46,431 I feel like I'm gonna pass out. It just feels so... 961 00:34:46,594 --> 00:34:49,200 I never had this much money at one time 962 00:34:49,470 --> 00:34:50,458 in my life. 963 00:34:50,908 --> 00:34:52,155 You're awesome. 964 00:34:52,180 --> 00:34:53,712 We have to send three kids to college, 965 00:34:53,737 --> 00:34:55,402 and they're going to college. 966 00:34:55,803 --> 00:34:58,561 So... this is a lot. 967 00:35:00,601 --> 00:35:03,735 So, Amber, I loved working with you. 968 00:35:03,760 --> 00:35:05,884 - Oh, thank you. - Loved it. 969 00:35:05,909 --> 00:35:08,639 The big thing that you taught me is about, 970 00:35:08,664 --> 00:35:11,963 "Well, some people think this is a store for old people" 971 00:35:11,988 --> 00:35:13,454 Oh, I hate that. 972 00:35:13,479 --> 00:35:16,796 - We rarely have younger girls come in. - Okay. 973 00:35:16,821 --> 00:35:19,768 They all think that it's an old lady store. 974 00:35:19,793 --> 00:35:22,681 Because of what you know about our customer, 975 00:35:22,706 --> 00:35:26,508 and how to continue to track, like, the twentysomethings as well, 976 00:35:26,567 --> 00:35:29,468 I'm gonna have you come to our home office 977 00:35:29,493 --> 00:35:33,962 to help them address this younger consumer. 978 00:35:33,987 --> 00:35:35,854 Oh, my gosh. That's insane. 979 00:35:35,879 --> 00:35:37,645 Because I respect your opinion, 980 00:35:37,692 --> 00:35:40,226 and any other thing that you can think of 981 00:35:40,251 --> 00:35:42,384 that can help us from a marketing perspective, 982 00:35:42,595 --> 00:35:44,884 I really want to hear that feedback as well. 983 00:35:44,909 --> 00:35:47,042 - Thank you. That means a lot. - It was super valid. 984 00:35:47,304 --> 00:35:49,513 And we're gonna give you a consulting fee 985 00:35:49,538 --> 00:35:51,037 of $5,000 for that. 986 00:35:51,158 --> 00:35:52,708 Oh, my God, no. 987 00:35:52,993 --> 00:35:55,614 - You don't have to do that. - We're doing it. 988 00:35:55,639 --> 00:35:56,935 Oh, my gosh. 989 00:35:58,531 --> 00:36:00,395 That's really... That's awesome. 990 00:36:00,663 --> 00:36:04,079 So, you know, when you talked about your daughter, right? 991 00:36:04,215 --> 00:36:06,104 And then you talked about your fiancé. 992 00:36:06,106 --> 00:36:07,472 And you had to put the wedding on hold, 993 00:36:07,474 --> 00:36:10,178 so I'm gonna give you $40,000. 994 00:36:12,364 --> 00:36:14,110 Okay. 995 00:36:15,112 --> 00:36:16,145 For what? 996 00:36:16,260 --> 00:36:17,693 For what you want to do with it. 997 00:36:17,718 --> 00:36:19,141 Oh, my God... 998 00:36:19,386 --> 00:36:21,161 I can move out of my mom's house. 999 00:36:21,186 --> 00:36:22,932 - Exactly. - Oh, my God. 1000 00:36:25,403 --> 00:36:27,036 - So... - Oh, my gosh. 1001 00:36:27,282 --> 00:36:29,961 This is extremely life-changing. 1002 00:36:29,986 --> 00:36:32,786 It is definitely gonna jump-start everything for me. 1003 00:36:32,811 --> 00:36:34,544 The coming in for the buyers... 1004 00:36:34,601 --> 00:36:36,134 It's... it means a lot, 1005 00:36:36,136 --> 00:36:38,916 because I'm gonna be able to make an impact, 1006 00:36:38,941 --> 00:36:40,340 and it's... it's crazy. 1007 00:36:43,988 --> 00:36:46,622 Anthony, what I loved about you, really, 1008 00:36:46,647 --> 00:36:50,659 was, like, that you were bringing a sense of style 1009 00:36:50,684 --> 00:36:52,787 - and fashion to the store. - Oh, thank you. 1010 00:36:52,809 --> 00:36:54,314 I'm wearing some of the clothing. 1011 00:36:54,339 --> 00:36:55,272 - Oh, you are? - Yes. 1012 00:36:55,756 --> 00:36:57,790 I do try to wear some of the clothing while I'm here. 1013 00:36:57,815 --> 00:37:00,335 I would, because people will see it... 1014 00:37:00,360 --> 00:37:01,892 - Yes, exactly. - And go, "Okay." 1015 00:37:01,917 --> 00:37:03,561 I had, like, great experience 1016 00:37:03,586 --> 00:37:06,914 learning about coupons, the tablet, 1017 00:37:06,939 --> 00:37:08,071 and the male dress code. 1018 00:37:08,096 --> 00:37:09,776 I mean, think how many things 1019 00:37:09,790 --> 00:37:11,503 - that we went through. - Yeah. 1020 00:37:11,528 --> 00:37:13,895 You know, we talk a lot about coupons. 1021 00:37:14,294 --> 00:37:16,789 Yes, I feel like that's a very big 1022 00:37:17,118 --> 00:37:19,975 miscommunication between customers and associates. 1023 00:37:20,000 --> 00:37:21,800 But meeting with you, 1024 00:37:21,802 --> 00:37:23,969 I know I need to work on it even harder, 1025 00:37:23,971 --> 00:37:27,155 and we're gonna simplify it as fast as we can. 1026 00:37:27,432 --> 00:37:28,507 - That's so great. - Yes. 1027 00:37:28,509 --> 00:37:30,008 That's so... thank you. 1028 00:37:30,010 --> 00:37:32,310 The other thing which was really interesting is, 1029 00:37:32,335 --> 00:37:35,142 the company has just spent a lot of money 1030 00:37:35,167 --> 00:37:37,070 on our new POS tablets. 1031 00:37:37,339 --> 00:37:38,358 Yes. 1032 00:37:38,403 --> 00:37:40,614 And we talked about that tablet... 1033 00:37:40,772 --> 00:37:43,373 And how, like, no one uses it. 1034 00:37:43,375 --> 00:37:44,910 Yeah, yeah. 1035 00:37:45,259 --> 00:37:47,731 For me, it said 1036 00:37:47,756 --> 00:37:49,835 we need to do a lot better training... 1037 00:37:49,860 --> 00:37:51,192 Yes. 1038 00:37:51,194 --> 00:37:53,266 Or education on what do we do with that? 1039 00:37:53,291 --> 00:37:54,172 Yes. 1040 00:37:54,197 --> 00:37:56,031 And then the other thing that was really interesting... 1041 00:37:56,056 --> 00:37:59,624 We spent time talking about the dress code for men. 1042 00:38:00,994 --> 00:38:01,842 Yes. 1043 00:38:01,867 --> 00:38:04,368 I think you're right... We probably have not given men 1044 00:38:04,393 --> 00:38:06,793 the same consideration that we have for women 1045 00:38:06,818 --> 00:38:08,412 in terms of the dress code. 1046 00:38:08,484 --> 00:38:10,851 - Quickly, we can change that. - That's awesome. 1047 00:38:10,876 --> 00:38:12,175 Oh, my God. 1048 00:38:12,517 --> 00:38:14,213 - Thank you. - For sure. 1049 00:38:14,323 --> 00:38:17,024 We talked about, like, what you really want to do. 1050 00:38:17,049 --> 00:38:18,930 - I would love to go to FIT. - So, 1051 00:38:18,955 --> 00:38:22,638 because you have such a passion for design, 1052 00:38:22,680 --> 00:38:26,605 I want you to spend a couple days 1053 00:38:26,630 --> 00:38:29,330 with our dress designer here in New York City, 1054 00:38:29,641 --> 00:38:30,976 all expenses paid, 1055 00:38:31,001 --> 00:38:32,300 and at the same time, 1056 00:38:32,502 --> 00:38:34,612 I want to give you $20,000 1057 00:38:34,975 --> 00:38:37,794 for your future education in design. 1058 00:38:38,000 --> 00:38:39,436 You're joking. 1059 00:38:39,957 --> 00:38:41,147 Okay, I'm crying. 1060 00:38:43,713 --> 00:38:45,323 You're kidding me. 1061 00:38:45,482 --> 00:38:47,266 You were talking about 1062 00:38:47,295 --> 00:38:49,428 looking for a place for your grandmother. 1063 00:38:49,536 --> 00:38:52,704 I want to give you $40,000 1064 00:38:52,856 --> 00:38:57,215 to get that apartment or place for you and your grandmother 1065 00:38:57,240 --> 00:38:58,845 for a couple years. 1066 00:38:58,870 --> 00:39:00,273 So... 1067 00:39:05,735 --> 00:39:06,935 Thank you. 1068 00:39:07,311 --> 00:39:09,030 That's, like, all I want, 1069 00:39:09,442 --> 00:39:12,447 because I just want to make sure that she's always taken care of. 1070 00:39:12,472 --> 00:39:13,771 So thank you for that. 1071 00:39:14,965 --> 00:39:16,775 Like, I'm so happy, and, like, 1072 00:39:16,800 --> 00:39:19,400 overwhelmed with emotion, as you can see. 1073 00:39:19,520 --> 00:39:21,369 Before meeting Greg and this experience 1074 00:39:21,371 --> 00:39:24,205 and all that, it wasn't really in the stars for me 1075 00:39:24,207 --> 00:39:25,873 to really go to fashion school. 1076 00:39:25,875 --> 00:39:27,886 But now, with this opportunity, 1077 00:39:27,911 --> 00:39:30,082 the sky is the limit. 1078 00:39:30,798 --> 00:39:32,978 Eva, you're so caring. 1079 00:39:33,003 --> 00:39:34,235 You're nurturing. 1080 00:39:34,477 --> 00:39:37,187 - You knew what to do. - Mm-hmm. 1081 00:39:37,212 --> 00:39:39,901 And you were trying to make it easy for Brett. 1082 00:39:39,926 --> 00:39:40,789 Yeah. 1083 00:39:40,814 --> 00:39:43,147 So we need... they need to say $19.99. 1084 00:39:43,172 --> 00:39:44,511 - Okay. - Two of 'em. 1085 00:39:44,536 --> 00:39:46,524 They should be in the same... On the same cart. 1086 00:39:46,549 --> 00:39:47,438 Okay. 1087 00:39:47,463 --> 00:39:49,447 - A lot of things I need to fix. - Mm-hmm. 1088 00:39:49,472 --> 00:39:52,764 And it started with the promos. 1089 00:39:53,295 --> 00:39:54,844 Yes. 1090 00:39:54,869 --> 00:39:56,367 It's very overwhelming. 1091 00:39:56,392 --> 00:39:59,760 I need to make the promo tool 1092 00:39:59,762 --> 00:40:00,795 so much easier. 1093 00:40:00,797 --> 00:40:01,762 Yes. 1094 00:40:01,764 --> 00:40:03,731 It could be so much simpler. 1095 00:40:03,733 --> 00:40:06,133 For you to spend your time having to find everything 1096 00:40:06,158 --> 00:40:08,097 and locate everything. I was like, 1097 00:40:08,122 --> 00:40:09,621 "I can fix this quickly"" 1098 00:40:09,646 --> 00:40:13,148 And then the next thing... That sign box. 1099 00:40:13,276 --> 00:40:14,976 Yes. 1100 00:40:14,978 --> 00:40:16,052 You couldn't find anything. 1101 00:40:16,077 --> 00:40:17,889 I was freaking out back there, 1102 00:40:17,914 --> 00:40:20,188 like, "Oh, my gosh, I cannot find the sign". 1103 00:40:20,820 --> 00:40:23,654 And I couldn't barely find anything either. 1104 00:40:24,903 --> 00:40:26,870 I don't want someone like you 1105 00:40:26,890 --> 00:40:29,312 having to spend half your morning... 1106 00:40:29,337 --> 00:40:31,281 finding a sign. 1107 00:40:31,681 --> 00:40:34,472 I sent an email right after that that said, 1108 00:40:34,497 --> 00:40:36,664 "I want these ten people to go to a store 1109 00:40:36,666 --> 00:40:39,433 "and figure out how we're gonna clean those sign boxes up quickly." 1110 00:40:39,435 --> 00:40:40,434 Mm-hmm. 1111 00:40:40,436 --> 00:40:42,692 Because of your passion 1112 00:40:42,717 --> 00:40:45,359 and what you talked to me about, raising the three kids, 1113 00:40:45,384 --> 00:40:46,628 I mean... 1114 00:40:47,791 --> 00:40:49,944 I think it spoke 1115 00:40:50,562 --> 00:40:52,146 to a lot of strength. 1116 00:40:52,272 --> 00:40:53,838 - It did. - And it said, 1117 00:40:53,999 --> 00:40:57,138 how do I keep doing a better job 1118 00:40:57,479 --> 00:40:59,606 for the company, and we get our stores right, 1119 00:40:59,631 --> 00:41:02,347 so I can keep people like you employed, quite frankly? 1120 00:41:02,349 --> 00:41:06,527 And what we're gonna is make sure that you're trained 1121 00:41:06,552 --> 00:41:08,488 to become that store manager. 1122 00:41:08,513 --> 00:41:10,604 I want you to be a store manager for us, 1123 00:41:10,629 --> 00:41:12,195 'cause you have that passion. 1124 00:41:12,346 --> 00:41:13,939 Thank you so much. 1125 00:41:13,964 --> 00:41:16,909 Getting back to what you've done, 1126 00:41:16,934 --> 00:41:18,119 you've raised your kids. 1127 00:41:18,144 --> 00:41:19,410 - Yeah. - Amazing. 1128 00:41:19,607 --> 00:41:21,152 They are. 1129 00:41:21,180 --> 00:41:24,138 And you said something about your youngest wants to go to... 1130 00:41:24,163 --> 00:41:26,916 - Aerospace engineering. - Aerospace engineering? 1131 00:41:26,991 --> 00:41:28,694 He tries so hard. 1132 00:41:28,929 --> 00:41:31,663 I and New York and Company are gonna give you $70,000 1133 00:41:32,287 --> 00:41:33,565 to do that. 1134 00:41:33,667 --> 00:41:36,334 Oh. 1135 00:41:40,402 --> 00:41:42,806 Thank you so much. 1136 00:41:44,521 --> 00:41:46,021 You so deserve it... 1137 00:41:46,322 --> 00:41:48,680 you so deserve it, you know? 1138 00:41:48,682 --> 00:41:51,124 I can't believe this is happening. 1139 00:41:51,428 --> 00:41:53,410 I feel like I just won the lottery. 1140 00:41:53,587 --> 00:41:55,153 It just means so much. 1141 00:41:55,155 --> 00:41:58,087 You know, my kids have had a rough road, and... 1142 00:42:00,560 --> 00:42:03,027 I never thought something like this would happen to me. 1143 00:42:05,098 --> 00:42:07,165 Opportunities are endless. 1144 00:42:07,167 --> 00:42:11,165 And you just... you never know. 1145 00:42:46,237 --> 00:42:49,362 Sync and correction by ~LittleDuck~ www.MY-SUBS.com