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This week
on Undercover Boss...
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Good morning. It's a great day at K.O.A.
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00:00:05,239 --> 00:00:06,338
How can I help you?
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The chairman and C.E.O.
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of Kampgrounds of America,
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the largest chain of campsites
in North America...
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Hurry back.
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Goes undercover,
posing as a former accountant.
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00:00:15,516 --> 00:00:17,015
Ta-da. Hi. I'm Tim.
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Nice to meet you, Tim. I'm Nathan.
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His employees
think he's on a reality show
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00:00:20,588 --> 00:00:22,454
where he's competing to win funding
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from an investor
to buy his own campgrounds.
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Are you sure you want to do this?
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Come on, man.
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I don't want to break anything.
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Road trip!
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This eagle scout
will hit the highway
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in his R.V. and work
side by side with employees...
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While going on the ride of his life.
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He'll discover
who makes his company tick.
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This is a fun part of the campground.
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Yeah.
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My name is Sadie,
and I'm the store manager.
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You sure don't sound like a manager.
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How will the boss react
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when he finds out that the customer
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isn't always right?
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You're being incredibly rude to me,
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and I'm trying to help you.
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You know what?
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Screw you and your
crappy campsite, you idiot.
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Oh, heck, no.
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Find out next
on Undercover Boss.
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Undercover Boss 4x07 Kampgrounds of America
(KOA) Original air date January 11, 2013
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Sync and corrections by atrn97g
for www.addic7ed.com
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Headquartered
in Billings, Montana,
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and offering 475 campsites
across North America,
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K.O.A. is the largest
campground organization
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in the world,
generating $200 million a year.
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Trailblazing the way for these
5,000 employees is one man.
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I'm Jim Rogers, C.E.O. and chairman
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of Kampgrounds of America.
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Hey, good morning, Billings.
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How you doing?
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K.O.A. is celebrating 50 years of camping.
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Ahh, this is living.
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In 1962, Dave Drum was a member
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of the Chamber of Commerce
board in Billings, Montana.
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And he was hearing about all these calls
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that people needed for a campground
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on their way to the Seattle world's fair.
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And so they borrowed a franchise agreement
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from a hotel chain, and now we have
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60,000 campsites
at more than 475 locations.
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As they say, the rest is history.
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- Hey, Sherry.
- Good morning, Jim.
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It's a great day at K.O.A.
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I was born in '49 in Marin County,
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north of San Francisco.
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I started with boy scouts
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at the age of five as a cub scout.
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My mom was a den mother.
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My father was a scoutmaster.
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You have to be an eagle scout
with the Rogers.
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You know, only 3% of all boy scouts
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get the eagle scout rank.
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I have ten in my family.
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In 1972, Kampgrounds of America
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offered me $500 a month to come up here
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and be a management trainee.
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And, uh, I went home.
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I asked my girlfriend to marry me.
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I drove to Billings, Montana.
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34 years later, I was offered
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the president and the C.E.O. job
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at Kampgrounds of America, and here I am.
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Hey, it's a great day at K.O.A.
This is Jim.
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I run to this job.
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I can't wait to wake up.
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Our business is unlike any other.
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It's not like making widgets.
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The idea is that we want to get
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people from their backyard
to the backcountry.
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Our mission is to create happy campers
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that recommend K.O.A. to others.
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Anybody can stay with us.
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It's so positive in that it reflects
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the best values of our nation.
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It makes it meaningful work,
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which people get excited about.
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Employees get excited about it.
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Hurry back.
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Well, I can't control what you do,
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but I can certainly make some suggestions
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about what you're going to do
while you're out there.
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I'm Sandy Rogers.
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I've been married
to Jim Rogers for 40 years.
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You've got to be your... the humble you.
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Y-you can't be Mr. K.O.A...
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Like you are.
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I am gonna be fascinated to watch this.
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Jim is an eagle scout. He's a boy scout.
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And, yeah, he's not a good liar.
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So it's going to be a challenge for him
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to keep his mouth shut.
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So you wanted me to take a lot of pictures
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so you can enjoy this later?
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I totally want lots of pictures.
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All right.
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I've been very aggressive
in my time at K.O.A.
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to dial this company up.
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We want to go from good to great.
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Yeah.
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This is a people product.
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We're in the service business at K.O.A.
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I want to know what's going on
at the front line.
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I want to see that interaction.
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I want to see that genuine engagement.
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And I think it's so important
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that our employees understand
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the important role they're playing...
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not only to the company, but the country.
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And that's why I'm going undercover.
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Ta-da.
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My disguise is gonna be great.
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While undercover, I will be Tim Bickford,
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a recently laid-off accountant.
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Throughout my undercover journey,
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K.O.A. campground employees
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will be tricked into thinking
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they're on a hosted reality show
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in which they will work alongside Tim
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and then decide whether he deserves
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to win the money
to buy his own campground.
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We are here in beautiful
Santa Cruz, California.
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The woman pretending
to be the host of the fake show
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will keep asking questions
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00:05:04,801 --> 00:05:06,834
about whether Tim deserves
to win the money
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00:05:06,836 --> 00:05:09,804
so the campground employees
will have no idea
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that this is secretly Undercover Boss.
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Here I am, darling!
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That is incred...
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I'm Tim.
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Take off the wedding ring,
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'cause I'm not married to you right now.
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So when I'm undercover, I'm going
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from place to place in an R.V.
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- Well, what a beautiful day.
- Yeah.
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Holy Toledo.
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This is a road trip, and here I come.
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Okay, have a great time, Tim Bickford,
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but come back Jim Rogers.
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- Wish me luck.
- I wish you luck.
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Drive carefully.
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Road trip!
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I'm in Stockton, California, today,
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and I'm going to be working
with a store manager.
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Well, the Stockton K.O.A.
really has a great location,
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because it serves
the San Francisco Bay area.
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And in addition, this is a unique location
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because it has a marina.
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So there are 800 boat slips.
There's a restaurant.
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There's facilities for jet skis.
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The store is always the registration point
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for the guests as they arrive.
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It's sort of the headquarters of the camp,
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and so you want to know you have a manager
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that has great interaction
with the guests.
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Good morning, Dennis.
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Good. How are you, hon?
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There has to be a very positive vibe
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coming from that store
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to impact the entire campground.
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Excuse me.
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I'm looking for Sadie.
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- I'm Sadie. Hi.
- I'm Tim.
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- Nice to meet you, Tim.
- Nice to meet you.
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That's a nice shirt there, bud.
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We need to get you a name tag.
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I'm the store manager.
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So right now we're just
gonna open up the store.
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Want to help me get the coffee started?
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Sure.
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We'll put this little deal in there.
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- Through the hole.
- Push her down.
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Good morning. It's a great day
at Stockton Delta K.O.A.
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00:06:53,176 --> 00:06:54,542
This is Sadie. How can I help you?
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Check-in time is at 3:00 P.M.
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and checkout is at 11:00 A.M.
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What do you mean "why so late"?
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I don't make coffee ever.
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I've seen it made.
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3:00 P.M. and 11:00... 11:00 A.M.
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I prefer tea.
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I didn't want to do anything
until you got back.
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Okay. You just slide it in.
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See those little slots?
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- And you just push "start."
- Nice.
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Push that down.
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- There you go.
- Wow.
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00:07:16,433 --> 00:07:17,832
And you just come back...
and it brews itself.
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Wow.
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00:07:18,902 --> 00:07:20,768
Tim is definitely very kind of green,
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00:07:20,770 --> 00:07:22,904
very kind of, like,
out of his element a bit.
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How... how do you answer?
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00:07:26,743 --> 00:07:28,142
Um...
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00:07:28,144 --> 00:07:31,345
It's a great day at the Stockton K.O.A.
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This is Tim.
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00:07:32,549 --> 00:07:34,015
Some enthusiasm.
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00:07:34,017 --> 00:07:35,917
Good morning. It's a great day
at the Stockton Delta K.O.A.
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00:07:35,919 --> 00:07:38,019
Then what do I do
when they ask me a question?
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00:07:38,021 --> 00:07:39,387
Answer it.
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00:07:41,124 --> 00:07:43,958
Good morning. Stockton Delta K.O.A.
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00:07:43,960 --> 00:07:46,294
This is Tim. May I help you?
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00:07:46,296 --> 00:07:48,162
Uh, yeah. Do y'all have a space
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00:07:48,164 --> 00:07:52,166
for a 45-foot pull-through,
3rd and 4th of July?
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00:07:52,168 --> 00:07:53,501
Let's see here.
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00:07:53,503 --> 00:07:55,736
Hey, hang on, my manager
who's here is gonna help.
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00:07:55,738 --> 00:07:58,105
I'm just training today.
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00:07:58,107 --> 00:07:59,407
Okay.
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00:07:59,409 --> 00:08:00,441
Hi. My name's Sadie.
223
00:08:00,443 --> 00:08:02,009
I'm gonna help you right now, hon.
224
00:08:02,011 --> 00:08:04,078
You said, um, July 3rd arriving?
225
00:08:04,080 --> 00:08:07,782
July 3rd... 45-foot motor coach
226
00:08:07,784 --> 00:08:10,518
with a car towed behind it,
a pull-through.
227
00:08:10,520 --> 00:08:13,120
So you need a pull-through.
Okay, give us just a second.
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00:08:13,122 --> 00:08:15,723
Okay, so, for this system here,
this is called campsite.
229
00:08:15,725 --> 00:08:17,692
All K.O.A.s use this system.
230
00:08:17,694 --> 00:08:22,063
So let's register you into 368 first.
231
00:08:22,065 --> 00:08:25,032
Oh, nine? How is that possible?
232
00:08:25,034 --> 00:08:28,436
My computer's being a little...
a little slow on me.
233
00:08:28,438 --> 00:08:30,738
It's a very archaic system.
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00:08:30,740 --> 00:08:32,273
It's not very user-friendly.
235
00:08:32,275 --> 00:08:35,743
The computer goes down,
then the receipts go down,
236
00:08:35,745 --> 00:08:37,178
and then we have to reset it.
237
00:08:37,180 --> 00:08:39,080
H-hi, there.
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00:08:39,082 --> 00:08:40,882
Tim can help you.
239
00:08:41,885 --> 00:08:44,519
So we're gonna type in F2.
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00:08:44,521 --> 00:08:47,855
Bear with me here.
241
00:08:49,458 --> 00:08:51,125
Wow. That one's not turning on.
242
00:08:51,127 --> 00:08:53,194
We got a little malfunction here, guys.
243
00:08:54,564 --> 00:08:56,130
Front desk to guest services please.
244
00:08:56,132 --> 00:09:00,001
Sadie is immediately overcome by guests.
245
00:09:00,003 --> 00:09:01,369
So it's... it's like a tsunami.
246
00:09:02,605 --> 00:09:04,405
Just a second, guys.
247
00:09:04,407 --> 00:09:05,806
We're... it's going slow.
248
00:09:05,808 --> 00:09:08,209
But she's got a diversity of needs here.
249
00:09:08,211 --> 00:09:12,146
And the K.O.A. technology
right now is not meeting them.
250
00:09:17,319 --> 00:09:18,586
Sorry to make you wait.
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00:09:18,588 --> 00:09:20,588
You kept me on hold
for five minutes, idiot.
252
00:09:20,590 --> 00:09:22,256
I don't have time for this crap.
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00:09:22,258 --> 00:09:23,524
I'm sorry?
254
00:09:23,526 --> 00:09:24,959
Isn't 11:00 late for check-in?
255
00:09:24,961 --> 00:09:27,261
Right. But we have
to go down and clean the site.
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00:09:27,263 --> 00:09:29,096
That's ridiculous.
257
00:09:29,098 --> 00:09:30,498
All campgrounds are that way.
258
00:09:30,500 --> 00:09:32,099
I want to talk to the manager.
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00:09:32,101 --> 00:09:35,102
That's me. My name is Sadie,
and I'm the store manager.
260
00:09:35,104 --> 00:09:36,904
You sure don't sound like a manager.
261
00:09:36,906 --> 00:09:38,573
Yeah, but you're being
incredibly rude to me,
262
00:09:38,575 --> 00:09:39,907
and I'm trying to help you.
263
00:09:39,909 --> 00:09:42,176
I'm just standing there,
just being a wallflower.
264
00:09:42,178 --> 00:09:45,046
And it's just... it was just
ripping me apart inside.
265
00:09:45,048 --> 00:09:46,280
I'm not gonna be screamed at.
266
00:09:46,282 --> 00:09:47,648
And I'm not gonna
have someone just sit there
267
00:09:47,650 --> 00:09:49,317
and degrade me
while I'm trying to help you.
268
00:09:49,319 --> 00:09:51,686
I was trying to help you, and
you're still arguing with me.
269
00:09:51,688 --> 00:09:54,121
And I'm still trying to help you.
270
00:10:04,504 --> 00:10:07,739
Jim Rogers, C.E.O.
of Kampgrounds of America,
271
00:10:07,741 --> 00:10:09,708
is a boss undercover in his own company.
272
00:10:09,710 --> 00:10:11,843
Excuse me. I'm looking for Sadie.
273
00:10:11,845 --> 00:10:13,445
His employees
think he's a former accountant
274
00:10:13,447 --> 00:10:16,348
on a reality TV show,
competing to win money
275
00:10:16,350 --> 00:10:18,950
from an investor
to open his own campground.
276
00:10:18,952 --> 00:10:20,519
But right now he's in the middle
277
00:10:20,521 --> 00:10:23,989
of phone-call chaos at the Stockton K.O.A.
278
00:10:23,991 --> 00:10:26,224
You sure don't sound like a manager.
279
00:10:26,226 --> 00:10:27,459
I'm not gonna be screamed at.
280
00:10:27,461 --> 00:10:28,727
And I'm not gonna
have someone just sit there
281
00:10:28,729 --> 00:10:30,562
and degrade me
while I'm trying to help you.
282
00:10:30,564 --> 00:10:32,864
I was trying to help you, and
you're still arguing with me.
283
00:10:32,866 --> 00:10:34,299
And I'm still trying to help you.
284
00:10:34,301 --> 00:10:35,567
Tell you what, honey...
285
00:10:35,569 --> 00:10:37,335
why don't you put
whoever's really in charge
286
00:10:37,337 --> 00:10:39,971
on the phone and go back
to painting your nails.
287
00:10:39,973 --> 00:10:42,140
He's not in, but I can
transfer you to his voice mail.
288
00:10:42,142 --> 00:10:45,410
- Do that. Thank you.
- You're welcome.
289
00:10:47,246 --> 00:10:48,814
So that's something that happens...
290
00:10:48,816 --> 00:10:50,081
That's normal. It's every day.
291
00:10:50,083 --> 00:10:53,251
- Every day?
- $2.75, hon. Out of $20?
292
00:10:53,253 --> 00:10:55,720
It's very common to have customers
293
00:10:55,722 --> 00:10:57,322
that are gonna be difficult.
294
00:10:57,324 --> 00:10:58,557
Sadie handles it.
295
00:10:58,559 --> 00:11:00,458
- Thank you very much.
- You're very welcome.
296
00:11:00,460 --> 00:11:02,694
And at the same time,
she was paying attention to me
297
00:11:02,696 --> 00:11:04,362
and paying attention to guests.
298
00:11:04,364 --> 00:11:06,131
- Sadie, thank you.
- You're welcome, Mark.
299
00:11:06,133 --> 00:11:07,432
Have a good one.
300
00:11:07,434 --> 00:11:09,234
You know, that's a special kind of person
301
00:11:09,236 --> 00:11:10,735
that can do that and maintain her cool.
302
00:11:10,737 --> 00:11:12,737
Okay, so we're doing the fishing boat
303
00:11:12,739 --> 00:11:15,173
for two adults and four kids?
304
00:11:15,175 --> 00:11:16,374
- Yes.
- How long?
305
00:11:16,376 --> 00:11:17,742
- Two days.
- I'll meet you down there.
306
00:11:17,744 --> 00:11:19,177
- I'll just meet you down there.
- Appreciate it.
307
00:11:19,179 --> 00:11:20,779
I have a guest up here
that's renting a boat right now.
308
00:11:20,781 --> 00:11:22,614
- Would you please help me?
- Okay.
309
00:11:22,616 --> 00:11:23,949
If you need something, just call Sandy.
310
00:11:23,951 --> 00:11:25,217
She'll help you out.
311
00:11:25,219 --> 00:11:26,685
Probably good for you
to get out of the office
312
00:11:26,687 --> 00:11:28,220
for a few minutes.
313
00:11:28,222 --> 00:11:30,789
This is my favorite part right here.
314
00:11:32,692 --> 00:11:34,926
Make sure we got life vests under here.
315
00:11:34,928 --> 00:11:37,028
This is the live well, if you're gonna
316
00:11:37,030 --> 00:11:38,763
- be doing any fishing.
- Okay.
317
00:11:38,765 --> 00:11:40,165
Start her up.
318
00:11:40,167 --> 00:11:41,633
Ah.
319
00:11:41,635 --> 00:11:43,168
- Piece of cake.
- Piece of cake.
320
00:11:43,170 --> 00:11:44,302
You guys are good to go.
321
00:11:44,304 --> 00:11:45,937
- Thank you, Sadie.
- Yep.
322
00:11:45,939 --> 00:11:47,405
So you're responsible
for boat rentals too?
323
00:11:47,407 --> 00:11:49,040
Yeah. Have you been on a boat before?
324
00:11:49,042 --> 00:11:51,843
Yes, but it's been a while.
325
00:11:51,845 --> 00:11:53,478
Okay.
326
00:11:53,480 --> 00:11:55,213
You want to take it out,
take it for a spin?
327
00:11:55,215 --> 00:11:57,682
Oh, that would be fun.
328
00:12:00,486 --> 00:12:02,654
Hey, Bella. How are you, hon?
329
00:12:02,656 --> 00:12:04,422
- Good. How are you?
- Doing good.
330
00:12:04,424 --> 00:12:06,291
The minute I'm... well, right now
I'm going to school.
331
00:12:06,293 --> 00:12:07,993
But when I wasn't going to school,
332
00:12:07,995 --> 00:12:10,462
the minute I was off work,
I was on the water.
333
00:12:10,464 --> 00:12:11,796
Where... where are you going to school?
334
00:12:11,798 --> 00:12:13,131
I'm going to school in Sacramento
335
00:12:13,133 --> 00:12:15,100
- for skin therapy.
- Oh, really?
336
00:12:15,102 --> 00:12:18,436
Eventually I'd like
to kind of move into that.
337
00:12:18,438 --> 00:12:21,006
Well, I put my heart,
my sweat, my blood, my tears
338
00:12:21,008 --> 00:12:22,707
into everything that I do here.
339
00:12:22,709 --> 00:12:24,342
The appreciation isn't there,
340
00:12:24,344 --> 00:12:26,044
because I work my ass off.
341
00:12:26,046 --> 00:12:28,113
I just think that if those little things
342
00:12:28,115 --> 00:12:30,148
were appreciated a little bit more,
343
00:12:30,150 --> 00:12:31,950
then I would feel a lot better
344
00:12:31,952 --> 00:12:33,251
about getting up every morning
345
00:12:33,253 --> 00:12:35,053
and, like, be more excited
to come to work.
346
00:12:35,055 --> 00:12:39,157
I was disappointed
that she feels unappreciated.
347
00:12:39,159 --> 00:12:42,160
It is essential that we attract and retain
348
00:12:42,162 --> 00:12:43,695
more people like Sadie.
349
00:12:43,697 --> 00:12:45,764
So is your... was your family outdoorsy?
350
00:12:45,766 --> 00:12:47,465
I've always been kind of a tomboy.
351
00:12:47,467 --> 00:12:48,800
I've always been outdoorsy, you know?
352
00:12:48,802 --> 00:12:50,702
I've always wanted to kind of be
353
00:12:50,704 --> 00:12:52,871
out in the fresh air and whatnot.
354
00:12:52,873 --> 00:12:54,639
Were you the oldest sister?
355
00:12:54,641 --> 00:12:56,441
Yeah. Five girls and one boy.
356
00:12:56,443 --> 00:12:57,609
You have a big family.
357
00:12:57,611 --> 00:12:58,777
There's even more than that.
358
00:12:58,779 --> 00:13:00,312
My mom actually had two more after...
359
00:13:00,314 --> 00:13:01,713
after my dad and her separated.
360
00:13:01,715 --> 00:13:02,914
So there's actually 11.
361
00:13:02,916 --> 00:13:05,083
So are you still connected with your mom?
362
00:13:05,085 --> 00:13:08,153
My mom left, actually,
when I was, um, five.
363
00:13:08,155 --> 00:13:09,354
Oh, okay.
364
00:13:09,356 --> 00:13:11,589
You know, when we were moving
into foster care,
365
00:13:11,591 --> 00:13:13,091
it was... I was the mom.
366
00:13:13,093 --> 00:13:14,326
They let you go with your sisters
367
00:13:14,328 --> 00:13:16,194
- into the same family?
- Not necessarily.
368
00:13:16,196 --> 00:13:18,763
We were in one foster home all together
369
00:13:18,765 --> 00:13:20,398
for about eight months at one time.
370
00:13:20,400 --> 00:13:21,466
Oh.
371
00:13:21,468 --> 00:13:23,268
But after that, we were all split up.
372
00:13:23,270 --> 00:13:24,569
Sadie's had a tough life.
373
00:13:24,571 --> 00:13:27,172
She, uh, you know,
was a foster child early,
374
00:13:27,174 --> 00:13:29,441
who lost her mom at a very early age.
375
00:13:29,443 --> 00:13:31,109
And yet, she's got a comfort
about herself.
376
00:13:31,111 --> 00:13:32,911
She's got a confidence about herself.
377
00:13:32,913 --> 00:13:35,413
She maintains her cool. She's polite.
378
00:13:35,415 --> 00:13:38,817
She reinforces the K.O.A. brand
better than I do,
379
00:13:38,819 --> 00:13:41,152
because she's living it
every day in front of a guest.
380
00:13:41,154 --> 00:13:42,721
- Perfect.
- Good work.
381
00:13:42,723 --> 00:13:45,390
Nice landing.
382
00:13:58,070 --> 00:14:01,406
I'm at the Ventura Ranch K.O.A.
in Southern California,
383
00:14:01,408 --> 00:14:04,175
and I'm gonna be going
into housekeeping today.
384
00:14:04,177 --> 00:14:05,343
Southern California
385
00:14:05,345 --> 00:14:07,312
is the biggest camping market
in the world.
386
00:14:07,314 --> 00:14:09,314
The Ventura Ranch K.O.A. is right next
387
00:14:09,316 --> 00:14:12,817
to Los Angeles, so it's
a "marquee" location for us.
388
00:14:12,819 --> 00:14:14,953
- Hi.
- Hey, I'm looking for Nathan.
389
00:14:14,955 --> 00:14:16,087
That's me.
390
00:14:16,089 --> 00:14:17,756
K.O.A. has a great reputation
for cleanliness.
391
00:14:17,758 --> 00:14:19,024
And so it's important
392
00:14:19,026 --> 00:14:20,859
that people that are doing
the housekeeping role
393
00:14:20,861 --> 00:14:22,260
provide a good job.
394
00:14:22,262 --> 00:14:24,763
What I do here is I help with activities,
395
00:14:24,765 --> 00:14:26,631
maintenance, and housekeeping.
396
00:14:26,633 --> 00:14:28,299
I think we're gonna
head down to the zip-line.
397
00:14:28,301 --> 00:14:30,201
- How's that sound?
- Oh, I don't know.
398
00:14:30,203 --> 00:14:31,536
A zip-line? I...
399
00:14:31,538 --> 00:14:34,205
So this is our zip-line pavilion.
400
00:14:35,474 --> 00:14:36,808
You know, we have smaller harnesses.
401
00:14:36,810 --> 00:14:39,077
We have harnesses for,
uh, more full-sized people.
402
00:14:39,079 --> 00:14:41,980
Are you proposing
that I'm gonna ride this?
403
00:14:43,349 --> 00:14:45,717
- You excited?
- I'm nervous.
404
00:14:45,719 --> 00:14:47,852
I think Tim, to be successful in this,
405
00:14:47,854 --> 00:14:49,754
should experience what it's like
406
00:14:49,756 --> 00:14:52,290
for other people to be out there doing it.
407
00:14:52,292 --> 00:14:53,758
And it's gonna set him up for success.
408
00:14:53,760 --> 00:14:55,960
Do I need to call my wife?
409
00:14:55,962 --> 00:14:58,496
- Whoa.
- Okay.
410
00:14:58,498 --> 00:15:00,465
So this is an 800-foot
zip-line from pole to pole.
411
00:15:00,467 --> 00:15:02,367
Should I start praying now?
412
00:15:02,369 --> 00:15:04,502
I've had a fear of heights all of my life.
413
00:15:04,504 --> 00:15:06,504
So jumping off the edge of a cliff,
414
00:15:06,506 --> 00:15:08,273
connected to a harness and a piece of wire
415
00:15:08,275 --> 00:15:10,442
that's, uh... I'm told is safe,
416
00:15:10,444 --> 00:15:12,744
it's not something that I enjoy.
417
00:15:12,746 --> 00:15:16,748
But I decided, when I decided to be Tim,
418
00:15:16,750 --> 00:15:18,483
that I was gonna live Tim.
419
00:15:18,485 --> 00:15:20,518
So I'm just going along for the ride.
420
00:15:20,520 --> 00:15:22,420
Oh, that's good.
421
00:15:22,422 --> 00:15:24,489
Just going along for the ride.
422
00:15:24,491 --> 00:15:25,924
Green light on line one, please.
423
00:15:25,926 --> 00:15:27,425
Green light on line one. Are you ready?
424
00:15:27,427 --> 00:15:29,561
Well, I-I'm not sure I...
425
00:15:29,563 --> 00:15:33,398
All right. Three, two, one.
426
00:15:33,400 --> 00:15:35,266
Whoa.
427
00:15:40,240 --> 00:15:42,874
Whoo.
428
00:15:47,646 --> 00:15:49,881
Oh.
429
00:15:50,983 --> 00:15:54,252
Good catch.
430
00:15:56,122 --> 00:15:57,789
Do you get a souvenir or anything?
431
00:15:57,791 --> 00:16:00,225
Uh, a bad hairdo from the helmet.
432
00:16:00,227 --> 00:16:02,060
I'm trying to be out here to do things
433
00:16:02,062 --> 00:16:03,194
I've never done before.
434
00:16:03,196 --> 00:16:06,998
And I'm just gonna add the zip-line to it.
435
00:16:07,000 --> 00:16:09,134
So we're gonna just proceed down here
436
00:16:09,136 --> 00:16:11,669
- to our glamour cabin...
- A glamour cabin.
437
00:16:11,671 --> 00:16:13,104
Where we had our guests check out
438
00:16:13,106 --> 00:16:14,139
just a little while ago.
439
00:16:14,141 --> 00:16:16,040
Everything's glamorous at K.O.A.
440
00:16:16,042 --> 00:16:17,242
Huh.
441
00:16:17,244 --> 00:16:18,810
Go ahead and take one of those.
442
00:16:18,812 --> 00:16:22,480
Our guests were nice enough
to leave us a lovely mess.
443
00:16:22,482 --> 00:16:23,948
So we'll move into the bathroom.
444
00:16:23,950 --> 00:16:26,117
And so we'll make sure we get
the toilet and everything.
445
00:16:26,119 --> 00:16:27,986
Oh, are you kidding?
I love cleaning toilets.
446
00:16:27,988 --> 00:16:29,554
When I said I wanted to get right down
447
00:16:29,556 --> 00:16:30,889
to the front line,
448
00:16:30,891 --> 00:16:32,690
well, the front line is that toilet.
449
00:16:32,692 --> 00:16:34,159
It's the porcelain.
450
00:16:34,161 --> 00:16:35,226
That's where the rubber meets the road.
451
00:16:35,228 --> 00:16:36,528
Let's get the brushes and stuff.
452
00:16:36,530 --> 00:16:38,129
I'd be happy to wash the mirrors.
453
00:16:38,131 --> 00:16:39,397
All right.
454
00:16:39,399 --> 00:16:41,900
I think, actually, I left
most of the cleaning rags.
455
00:16:41,902 --> 00:16:43,735
So I'm gonna have to run back.
456
00:16:43,737 --> 00:16:45,470
Uh-oh.
457
00:16:45,472 --> 00:16:47,172
I will be right back with some towels.
458
00:16:47,174 --> 00:16:49,040
You should arrive inside of a cabin
459
00:16:49,042 --> 00:16:51,709
with the necessary tools, uh, chemicals,
460
00:16:51,711 --> 00:16:53,645
towels, sheets to get the job done.
461
00:16:53,647 --> 00:16:55,246
I'm in there ready to clean,
462
00:16:55,248 --> 00:16:57,715
and he had to return
to the housekeeping area
463
00:16:57,717 --> 00:16:58,950
to get supplies.
464
00:16:58,952 --> 00:17:01,019
It became apparent
that there was some confusion
465
00:17:01,021 --> 00:17:02,754
in the preparation for today's job.
466
00:17:02,756 --> 00:17:05,623
So, really, we just wipe down
all the mirrors with ammonia.
467
00:17:05,625 --> 00:17:06,758
I use it on the toilet also.
468
00:17:06,760 --> 00:17:08,526
It totally kills
all the bacteria and everything.
469
00:17:08,528 --> 00:17:11,196
Okay.
470
00:17:12,465 --> 00:17:14,399
So same thing, with just the ammonia?
471
00:17:14,401 --> 00:17:15,934
Yeah, because it doesn't leave
472
00:17:15,936 --> 00:17:17,335
any kind of residue or anything.
473
00:17:17,337 --> 00:17:19,170
I was surprised that there was
474
00:17:19,172 --> 00:17:21,239
one universal cleaning material.
475
00:17:21,241 --> 00:17:22,907
And it was just the same...
476
00:17:22,909 --> 00:17:24,642
that I just used on the mirrors.
477
00:17:24,644 --> 00:17:26,244
So do the counters with the ammonia?
478
00:17:26,246 --> 00:17:27,679
Yeah, we'll do the counters
with the ammonia.
479
00:17:27,681 --> 00:17:29,214
There indeed are different products
480
00:17:29,216 --> 00:17:31,549
that should be used to clean a toilet
481
00:17:31,551 --> 00:17:33,051
versus to clean a sink.
482
00:17:33,053 --> 00:17:34,886
It's like using Windex to, you know,
483
00:17:34,888 --> 00:17:35,920
clean your toilet bowl.
484
00:17:35,922 --> 00:17:37,322
I'm not a chemist,
485
00:17:37,324 --> 00:17:39,524
but I think that can be done better.
486
00:17:39,526 --> 00:17:42,193
And, uh, I'm taking the same towel
487
00:17:42,195 --> 00:17:45,363
that I used on the floor of the shower
488
00:17:45,365 --> 00:17:48,399
and cleaning the countertops
in the kitchen.
489
00:17:48,401 --> 00:17:49,467
That's... that's wrong.
490
00:17:49,469 --> 00:17:51,035
- Okay.
- Um, so trash.
491
00:17:51,037 --> 00:17:52,337
Uh, the salt and pepper, I guess,
492
00:17:52,339 --> 00:17:53,938
we can save for another guest.
493
00:17:53,940 --> 00:17:56,107
So, if you find something in the cabins...
494
00:17:56,109 --> 00:17:57,675
uh, we do have a lost and found.
495
00:17:57,677 --> 00:17:59,978
I mean, if it was, you know,
an iPhone or...
496
00:17:59,980 --> 00:18:03,414
- something of value.
- Absolutely.
497
00:18:03,416 --> 00:18:05,116
I found a s'more kit with, you know,
498
00:18:05,118 --> 00:18:07,785
two bags of graham crackers,
two bags of marshmallows,
499
00:18:07,787 --> 00:18:09,854
and it went straight to my kids.
500
00:18:09,856 --> 00:18:10,955
Okay.
501
00:18:10,957 --> 00:18:13,124
So there are some perks at times.
502
00:18:13,126 --> 00:18:14,692
- You have kids, then, huh?
- I have three.
503
00:18:14,694 --> 00:18:15,760
Oh, whoa.
504
00:18:15,762 --> 00:18:17,395
I don't get a lot of downtime.
505
00:18:17,397 --> 00:18:18,796
How long have you been married?
506
00:18:18,798 --> 00:18:21,199
Uh, I just had my two-year anniversary.
507
00:18:21,201 --> 00:18:23,167
- Oh, congratulations.
- Thank you.
508
00:18:23,169 --> 00:18:25,103
We're still in our "young family" stage.
509
00:18:25,105 --> 00:18:27,038
- Uh-huh.
- So we're running out of time.
510
00:18:27,040 --> 00:18:30,041
We got people coming to check in
in about an hour.
511
00:18:30,043 --> 00:18:32,043
So we'll shoot on over.
You got your radio?
512
00:18:32,045 --> 00:18:34,779
- I do. It's in my pocket.
- Uh-oh.
513
00:18:36,248 --> 00:18:37,315
Radio malfunction.
514
00:18:37,317 --> 00:18:38,916
One of the key values that I learned
515
00:18:38,918 --> 00:18:41,219
by being a boy scout is to be prepared.
516
00:18:41,221 --> 00:18:43,788
And as I watched Nathan in action today,
517
00:18:43,790 --> 00:18:45,690
he was always going off
for additional supplies.
518
00:18:45,692 --> 00:18:49,160
He was always leaving
or going back to the cart.
519
00:18:49,162 --> 00:18:52,730
And the housekeeping
supply area is a distance away.
520
00:18:52,732 --> 00:18:55,400
So you think about the time that's taken...
521
00:18:55,402 --> 00:18:56,768
We've got a lot of work to do.
522
00:18:56,770 --> 00:18:57,935
This is the glamour tent.
523
00:18:57,937 --> 00:18:59,470
And if you want to go ahead
and do the bed,
524
00:18:59,472 --> 00:19:00,838
I'll come back with some sheets.
525
00:19:00,840 --> 00:19:02,073
- Okay.
- All right.
526
00:19:02,075 --> 00:19:03,374
I'll be back in about ten minutes.
527
00:19:03,376 --> 00:19:04,475
No worries.
528
00:19:04,477 --> 00:19:07,679
Today with Nathan was educational.
529
00:19:07,681 --> 00:19:10,448
My principles are,
do a job right the first time.
530
00:19:10,450 --> 00:19:12,483
And I wasn't allowed to do that today.
531
00:19:12,485 --> 00:19:14,819
And Nathan... he was short of supplies.
532
00:19:14,821 --> 00:19:16,621
- He didn't have 'em with him.
- How we doing?
533
00:19:16,623 --> 00:19:17,722
Got this folded.
534
00:19:17,724 --> 00:19:19,590
This one is actually a throw blanket.
535
00:19:19,592 --> 00:19:21,759
- Oh, okay.
- So I'll run back over,
536
00:19:21,761 --> 00:19:22,894
and I will grab a spread.
537
00:19:22,896 --> 00:19:24,395
I didn't notice when I was in here before.
538
00:19:24,397 --> 00:19:26,064
We need to whip the housekeeping program
539
00:19:26,066 --> 00:19:28,599
into shape up here.
540
00:19:31,737 --> 00:19:34,005
Coming into this undercover journey,
541
00:19:34,007 --> 00:19:35,940
I knew I would gain additional insights
542
00:19:35,942 --> 00:19:40,144
about K.O.A. from both
our guests and employees.
543
00:19:40,146 --> 00:19:41,746
After meeting Sadie and Nathan,
544
00:19:41,748 --> 00:19:45,049
it's become clear to me
that we have some work to do.
545
00:19:45,051 --> 00:19:47,885
I hope in my next job that I'll learn more
546
00:19:47,887 --> 00:19:50,688
about what we can do to help
our employees with their jobs.
547
00:19:50,690 --> 00:19:53,224
And look, I always have said that
548
00:19:53,226 --> 00:19:54,826
in the race for excellence
549
00:19:54,828 --> 00:19:56,794
or the race for great service,
there is no finish line.
550
00:19:56,796 --> 00:19:58,363
We will always have work to do.
551
00:19:58,365 --> 00:20:01,632
That's what you have to do
in the hospitality business.
552
00:20:03,168 --> 00:20:06,337
Coming up,
the boss gets "diggy" with it.
553
00:20:06,339 --> 00:20:08,106
- You sure you want to do this?
- Come on, man.
554
00:20:08,108 --> 00:20:09,741
I don't want to break anything.
555
00:20:09,743 --> 00:20:11,642
Chicken ain't nothing but a bird, Tim.
556
00:20:11,644 --> 00:20:13,277
- We got to learn this stuff.
- Okay.
557
00:20:13,279 --> 00:20:15,346
- Whoa.
- Okay.
558
00:20:15,348 --> 00:20:18,182
And later,
Jim hears the hard truth.
559
00:20:18,184 --> 00:20:19,917
You don't care about these people.
560
00:20:19,919 --> 00:20:21,519
You're just caring about, "hey, are we..."
561
00:20:21,521 --> 00:20:23,821
- "how much money are we making?"
- Wow.
562
00:20:35,907 --> 00:20:37,407
Today we're at the Williams K.O.A.
563
00:20:37,409 --> 00:20:38,742
in Northern Arizona.
564
00:20:38,744 --> 00:20:40,477
We're very close to The Grand Canyon.
565
00:20:40,479 --> 00:20:42,579
Howdy, prospector.
566
00:20:42,581 --> 00:20:45,449
So this location
is more of an on-the-way K.O.A.
567
00:20:45,451 --> 00:20:46,817
It's an overnight park.
568
00:20:46,819 --> 00:20:49,353
And so there's that continual
churn there in the season.
569
00:20:49,355 --> 00:20:51,822
There's always an international crowd.
570
00:20:51,824 --> 00:20:55,259
There's always
people visiting from all over.
571
00:20:55,261 --> 00:20:57,561
- Hello.
- Hello.
572
00:20:57,563 --> 00:20:59,630
I'm looking, uh, for the owners.
573
00:20:59,632 --> 00:21:01,832
- All right, I'll get her.
- Thank you.
574
00:21:01,834 --> 00:21:03,033
Hey, mom?
575
00:21:03,035 --> 00:21:05,002
The owners here
at the Williams K.O.A. are new.
576
00:21:05,004 --> 00:21:07,971
It's a mom-and-pop operation,
as we might say.
577
00:21:07,973 --> 00:21:09,206
They've been here a year.
578
00:21:09,208 --> 00:21:10,741
The best thing that I could see today
579
00:21:10,743 --> 00:21:12,676
is a new owner that is eager
to improve the business.
580
00:21:12,678 --> 00:21:14,478
You hate to come in to a situation
581
00:21:14,480 --> 00:21:15,879
where they haven't got the spirit
582
00:21:15,881 --> 00:21:18,148
of, uh, wanting to take on the challenge.
583
00:21:18,150 --> 00:21:19,383
- Good morning.
- Good morning.
584
00:21:19,385 --> 00:21:21,018
- How are you?
- I'm Tim Bickford.
585
00:21:21,020 --> 00:21:23,186
- Hi. Nice to meet you.
- And what's your name?
586
00:21:23,188 --> 00:21:25,389
I'm Lori. This is my daughter Madison.
587
00:21:25,391 --> 00:21:26,423
Hi. Nice to meet you.
588
00:21:26,425 --> 00:21:27,891
Oh. You're part of the family too?
589
00:21:27,893 --> 00:21:29,192
- Yes.
- This is my 14-year-old.
590
00:21:29,194 --> 00:21:30,961
Nice to meet you, Madison.
591
00:21:30,963 --> 00:21:32,429
All right. I have my radio.
592
00:21:32,431 --> 00:21:33,697
Need me, call me.
593
00:21:33,699 --> 00:21:35,332
All right. Have you ever
drove a golf cart?
594
00:21:35,334 --> 00:21:36,733
Uh, a long time ago.
595
00:21:36,735 --> 00:21:39,002
All right, well,
it's automatic. It's simple.
596
00:21:39,004 --> 00:21:41,071
We're gonna go find Bruce,
so we're gonna go straight.
597
00:21:41,073 --> 00:21:43,106
- Who's Bruce?
- Bruce is my husband.
598
00:21:43,108 --> 00:21:45,242
And he handles everything on the outside.
599
00:21:45,244 --> 00:21:48,278
Okay, so all you have to do is turn it on.
600
00:21:48,280 --> 00:21:49,513
Just turn it on... ooh.
601
00:21:49,515 --> 00:21:52,816
You don't need that.
602
00:21:52,818 --> 00:21:54,017
Okay. All right.
603
00:21:54,019 --> 00:21:57,888
Hit the gas. You're good to go.
604
00:21:57,890 --> 00:22:00,090
It's always nice when
you're going past a camper
605
00:22:00,092 --> 00:22:01,425
- just to say hi.
- Hi.
606
00:22:01,427 --> 00:22:03,327
Hi, guys. How are you today?
607
00:22:03,329 --> 00:22:04,461
Hi, guys.
608
00:22:04,463 --> 00:22:06,463
Hello, puppies.
609
00:22:06,465 --> 00:22:08,665
Hi, puppies.
610
00:22:08,667 --> 00:22:11,702
I mean, did you just decide
to jump into camping?
611
00:22:11,704 --> 00:22:14,671
This job is not for the weak
or the faint at heart.
612
00:22:14,673 --> 00:22:16,673
If you would've asked us last season,
613
00:22:16,675 --> 00:22:18,809
we would've sold it for a dollar.
614
00:22:18,811 --> 00:22:20,177
That's how stressful it was.
615
00:22:20,179 --> 00:22:22,312
Digging out sewer lines, cleaning toilets,
616
00:22:22,314 --> 00:22:23,580
cleaning up throw-up.
617
00:22:23,582 --> 00:22:26,817
Sometimes little kids lose it
in the swimming pool.
618
00:22:28,219 --> 00:22:29,953
The perception of running a campground
619
00:22:29,955 --> 00:22:31,388
is it's really easy.
620
00:22:31,390 --> 00:22:32,522
You just collect money, and, you know,
621
00:22:32,524 --> 00:22:33,757
you take the rest of the day off.
622
00:22:33,759 --> 00:22:35,125
But when they're working,
623
00:22:35,127 --> 00:22:38,295
they're working 12 to 14 hours
a day, 7 days a week.
624
00:22:38,297 --> 00:22:39,930
It's... it's all-in.
625
00:22:39,932 --> 00:22:42,265
All right, well, let's go,
and I'll introduce you to Bruce.
626
00:22:42,267 --> 00:22:43,767
- Okay.
- And if we need to...
627
00:22:43,769 --> 00:22:45,769
Oh, you hit the... you got to watch
628
00:22:45,771 --> 00:22:47,337
the buttons there, bud.
629
00:22:47,339 --> 00:22:50,307
All right. Pull it towards you.
630
00:22:50,309 --> 00:22:52,342
Oh, there you go. All right.
631
00:22:52,344 --> 00:22:53,710
- This is my husband, Bruce.
- Hello, Tim.
632
00:22:53,712 --> 00:22:55,645
How you doing, Tim? Tim. Nice to meet you.
633
00:22:55,647 --> 00:22:57,414
- Nice to meet you, sir.
- All right, Tim.
634
00:22:57,416 --> 00:22:58,715
- Good luck to you.
- Thank you very much.
635
00:22:58,717 --> 00:23:00,016
- I appreciate it.
- You guys have fun.
636
00:23:00,018 --> 00:23:01,284
When Tim first walked up,
637
00:23:01,286 --> 00:23:02,953
I'm thinking, "oh, he looks like
an office worker,"
638
00:23:02,955 --> 00:23:04,588
"maybe a pencil-neck geek."
639
00:23:04,590 --> 00:23:05,989
"He's been indoors most of his life."
640
00:23:05,991 --> 00:23:07,524
He's definitely in for a rude awakening,
641
00:23:07,526 --> 00:23:08,825
being in this lifestyle.
642
00:23:08,827 --> 00:23:10,127
So what's next?
643
00:23:10,129 --> 00:23:12,295
Tearing down a beetle-infested tree.
644
00:23:12,297 --> 00:23:13,864
A tree, huh?
645
00:23:15,566 --> 00:23:17,734
I don't get to ride
in a tractor very often.
646
00:23:17,736 --> 00:23:19,236
Crash course in tractorin'.
647
00:23:19,238 --> 00:23:21,104
Biggest thing, don't run the campers over.
648
00:23:21,106 --> 00:23:22,406
80 is checking out.
649
00:23:22,408 --> 00:23:24,408
Since we purchased this K.O.A. a year ago,
650
00:23:24,410 --> 00:23:26,777
we've added a large playground,
651
00:23:26,779 --> 00:23:28,445
we've added an extra cabin up there.
652
00:23:28,447 --> 00:23:30,280
So we're up to, like, 20 cabins now.
653
00:23:30,282 --> 00:23:32,349
I plan on putting
a go-kart track right here.
654
00:23:32,351 --> 00:23:35,485
You got a lot of plans.
655
00:23:35,487 --> 00:23:37,754
That could be seen
from the road... that'll be good.
656
00:23:37,756 --> 00:23:39,623
That's why it's going right there.
657
00:23:39,625 --> 00:23:41,258
It's a never-ending job.
658
00:23:41,260 --> 00:23:44,995
There's always improvements to be made.
659
00:23:44,997 --> 00:23:47,063
We're just gonna dig in here,
break all these roots,
660
00:23:47,065 --> 00:23:48,832
and we'll just tip the tree over.
661
00:23:48,834 --> 00:23:50,434
What I'm gonna do
is I'm gonna give you a shot
662
00:23:50,436 --> 00:23:51,968
at the controls, see how you do.
663
00:23:51,970 --> 00:23:53,136
Okay.
664
00:23:53,138 --> 00:23:55,505
So away from you is out,
towards you is digging.
665
00:23:55,507 --> 00:23:57,774
Away from you, towards you.
666
00:23:57,776 --> 00:23:59,543
I'll trade places with you.
667
00:23:59,545 --> 00:24:00,777
Oh, boy.
668
00:24:00,779 --> 00:24:02,546
Tim's got to throw out
the accounting books
669
00:24:02,548 --> 00:24:04,114
and get out in the field and get dirty.
670
00:24:04,116 --> 00:24:05,549
It's part of owning a campground.
671
00:24:05,551 --> 00:24:06,783
- You sure you want to do this?
- Come on, man.
672
00:24:06,785 --> 00:24:08,452
I don't want to break anything.
673
00:24:08,454 --> 00:24:09,886
Chicken ain't nothing but a bird, Tim.
674
00:24:09,888 --> 00:24:12,255
- We got to learn this stuff.
- Okay.
675
00:24:12,257 --> 00:24:15,525
Here we go.
676
00:24:15,527 --> 00:24:17,360
See, this is the fun part of the camp.
677
00:24:17,362 --> 00:24:18,595
Yeah.
678
00:24:18,597 --> 00:24:21,631
Now the two left ones,
pull it towards you.
679
00:24:21,633 --> 00:24:24,234
Okay, now the one with the switch, up.
680
00:24:24,236 --> 00:24:25,669
I got something... I got something there.
681
00:24:25,671 --> 00:24:26,870
Keep it a little bit more this way
682
00:24:26,872 --> 00:24:28,638
so we don't pollute that rock next door.
683
00:24:28,640 --> 00:24:30,907
This is like, uh,
the best ride at Disneyland.
684
00:24:30,909 --> 00:24:32,142
I mean, it's like, "whoa."
685
00:24:32,144 --> 00:24:33,810
Step on your right pedal and dump it.
686
00:24:33,812 --> 00:24:35,545
Boys play with those kinds of things,
687
00:24:35,547 --> 00:24:38,148
but to actually sit in one
and move the handle
688
00:24:38,150 --> 00:24:40,150
and watch the thing go
and dig, actually dig,
689
00:24:40,152 --> 00:24:41,585
it's a boy's dream.
690
00:24:41,587 --> 00:24:44,821
We'll get it to stop a couple times.
691
00:24:46,657 --> 00:24:48,592
Well, you're a natural.
692
00:24:49,828 --> 00:24:51,361
All right, I'll trade you spots.
693
00:24:51,363 --> 00:24:53,396
- Okay. Thank you.
- You bet.
694
00:24:53,398 --> 00:24:57,734
All right. Let's just
push this baby over now.
695
00:24:57,736 --> 00:24:59,069
That was cool.
696
00:24:59,071 --> 00:25:00,237
That's good enough.
697
00:25:00,239 --> 00:25:02,239
We'll do the rest with a chainsaw.
698
00:25:05,610 --> 00:25:07,377
What kind of hours you work
as an accountant?
699
00:25:07,379 --> 00:25:09,746
You know, I'm about a 40- or 50-hour.
700
00:25:09,748 --> 00:25:11,414
- 40 or 50 hours a week?
- Yeah.
701
00:25:11,416 --> 00:25:12,949
Well, that's about
half a week around here.
702
00:25:12,951 --> 00:25:14,551
That's the hardest part with my kids,
703
00:25:14,553 --> 00:25:16,086
'cause we're used
to going away in the summer
704
00:25:16,088 --> 00:25:17,888
and boatin' and stuff,
and I feel like we ignore 'em
705
00:25:17,890 --> 00:25:19,723
and don't get to have the fun
we used to have.
706
00:25:19,725 --> 00:25:20,757
Where would you go?
707
00:25:20,759 --> 00:25:22,225
Lake Powell. Go boatin'.
708
00:25:22,227 --> 00:25:24,060
- Oh, just go have fun?
- Yeah.
709
00:25:24,062 --> 00:25:26,196
Oh, last year was tough...
last year I wondered if this was
710
00:25:26,198 --> 00:25:27,764
the dumbest thing I ever done in my life.
711
00:25:27,766 --> 00:25:28,832
It's a hands-on job,
712
00:25:28,834 --> 00:25:30,333
and you got to strive to make it better.
713
00:25:30,335 --> 00:25:31,968
I mean, a lot of people
fall into the routine
714
00:25:31,970 --> 00:25:33,937
that... that putt-putt golf right there
715
00:25:33,939 --> 00:25:35,205
is good enough, for example.
716
00:25:35,207 --> 00:25:36,907
To me, that putt-putt golf sucks.
717
00:25:36,909 --> 00:25:38,775
As soon as we get time,
we'll start at the shack,
718
00:25:38,777 --> 00:25:40,043
move our way over,
719
00:25:40,045 --> 00:25:42,145
and there'll be a nice
18-hole golf course there.
720
00:25:42,147 --> 00:25:44,648
Bruce is a get-it-done guy.
721
00:25:44,650 --> 00:25:46,049
I think he'll build the golf course.
722
00:25:46,051 --> 00:25:47,717
I think he'll build the go-kart track.
723
00:25:47,719 --> 00:25:49,319
It's gonna be on the front
of their property.
724
00:25:49,321 --> 00:25:50,654
It's gonna send the message
725
00:25:50,656 --> 00:25:52,155
to all those thousands of people
that are driving by,
726
00:25:52,157 --> 00:25:53,890
"this is a fun place."
727
00:25:53,892 --> 00:25:55,725
Until we're the best
K.O.A. in the United States,
728
00:25:55,727 --> 00:25:57,127
- I won't be happy.
- Really?
729
00:25:57,129 --> 00:25:58,762
I'll go to my grave trying.
730
00:25:58,764 --> 00:26:01,331
Well, you have a good vision.
You have a good goal.
731
00:26:01,333 --> 00:26:03,567
I would say that both Lori and Bruce
732
00:26:03,569 --> 00:26:06,202
have the spirit of operation,
and they're willing to learn.
733
00:26:06,204 --> 00:26:07,571
This is a partnership.
734
00:26:07,573 --> 00:26:10,040
We call them franchisee partners.
735
00:26:10,042 --> 00:26:11,775
And I think we have things
that we can do for 'em
736
00:26:11,777 --> 00:26:14,711
to help them be successful
and build a great brand.
737
00:26:14,713 --> 00:26:16,313
You know how to do it.
738
00:26:16,315 --> 00:26:17,781
I tell you what, at this point,
739
00:26:17,783 --> 00:26:19,583
you've had the ability
to get your feet wet
740
00:26:19,585 --> 00:26:20,784
a lot more in the campground business
741
00:26:20,786 --> 00:26:23,820
than I did when I started.
742
00:26:29,760 --> 00:26:31,428
Today I'm at the Santa Cruz K.O.A.,
743
00:26:31,430 --> 00:26:34,864
and I'm gonna be working
with guest services.
744
00:26:34,866 --> 00:26:37,534
The responsibility of guest service
745
00:26:37,536 --> 00:26:39,703
is not limited to one job.
746
00:26:39,705 --> 00:26:41,204
Every day there's a different list
747
00:26:41,206 --> 00:26:43,139
of things that need to be done
on a campground,
748
00:26:43,141 --> 00:26:45,976
whether it's, uh, carpentry,
whether it's electric,
749
00:26:45,978 --> 00:26:47,611
you know, whether it's plumbing.
750
00:26:47,613 --> 00:26:48,979
- Good morning.
- Good morning.
751
00:26:48,981 --> 00:26:50,547
- How are you today?
- I am good.
752
00:26:50,549 --> 00:26:52,849
And I am looking for Paul.
753
00:26:52,851 --> 00:26:54,084
Okay, and you are?
754
00:26:54,086 --> 00:26:55,418
- Tim Bickford.
- Hi, Tim.
755
00:26:55,420 --> 00:26:57,320
- My name is Shawn.
- Nice to meet you.
756
00:26:57,322 --> 00:26:59,055
Let me just give Paul a call,
757
00:26:59,057 --> 00:27:00,790
and I'll have him meet you
right down here.
758
00:27:00,792 --> 00:27:02,359
- Thank you very much.
- All right.
759
00:27:02,361 --> 00:27:04,327
This is a flagship K.O.A.
760
00:27:05,731 --> 00:27:07,163
and it runs a very high occupancy
761
00:27:07,165 --> 00:27:08,865
throughout the summer.
762
00:27:08,867 --> 00:27:11,334
I am looking forward
to doing some dirty work today.
763
00:27:11,336 --> 00:27:12,769
All right, well, here's Paul.
764
00:27:12,771 --> 00:27:13,970
Oh, hi. I'm Tim.
765
00:27:13,972 --> 00:27:15,205
Tim, pleasure to meet you, Tim.
766
00:27:15,207 --> 00:27:17,073
My name's Paul. I'm Shawn's husband.
767
00:27:17,075 --> 00:27:18,508
- Oh, really?
- Yes.
768
00:27:18,510 --> 00:27:20,143
We're a husband-and-wife team, so...
769
00:27:20,145 --> 00:27:22,379
- Oh, nice connection.
- My first thought was...
770
00:27:22,381 --> 00:27:25,315
"He looked like he just stepped
out of the accounting office."
771
00:27:25,317 --> 00:27:26,549
He had the parted hair.
772
00:27:26,551 --> 00:27:28,451
Yeah, the hair kills me, yeah.
773
00:27:28,453 --> 00:27:30,153
You know, I don't like judging people,
774
00:27:30,155 --> 00:27:32,188
you know, by their physical appearance.
775
00:27:32,190 --> 00:27:34,624
But, uh, if I was picking teams
776
00:27:34,626 --> 00:27:38,461
for a pickup football game,
I would not pick Tim.
777
00:27:39,631 --> 00:27:40,797
All right, we're off.
778
00:27:40,799 --> 00:27:41,865
We're gonna head up here.
779
00:27:41,867 --> 00:27:43,433
That's where our lodges are located.
780
00:27:43,435 --> 00:27:44,701
We do curbside pickup.
781
00:27:44,703 --> 00:27:46,970
- I'll get these items here.
- Nice.
782
00:27:46,972 --> 00:27:49,839
And we just throw 'em
in the back of our wagon here.
783
00:27:49,841 --> 00:27:52,075
Now, you see, we got
a little cleaning to do here.
784
00:27:52,077 --> 00:27:53,576
- Now, what you're gonna do...
- Okay.
785
00:27:53,578 --> 00:27:55,979
Use that metal thing
to scrape off that down there.
786
00:27:55,981 --> 00:27:58,048
Okay. Yep, yep.
787
00:27:58,050 --> 00:27:59,716
- All right. Flip it over.
- Okay.
788
00:27:59,718 --> 00:28:01,418
You want to use the wire brush.
789
00:28:01,420 --> 00:28:03,319
Okay.
790
00:28:03,321 --> 00:28:05,388
So how often would you do
this kind of thing?
791
00:28:05,390 --> 00:28:07,557
- Would you scrape this every day?
- Every checkout.
792
00:28:07,559 --> 00:28:08,892
No matter what your duty is
793
00:28:08,894 --> 00:28:12,328
in this campground,
it's all about the guests,
794
00:28:12,330 --> 00:28:14,497
especially those right there... the kids.
795
00:28:14,499 --> 00:28:17,067
Hi, guys. You having fun?
796
00:28:17,069 --> 00:28:18,334
That's what we want to hear.
797
00:28:18,336 --> 00:28:20,136
The results show in the guest reviews.
798
00:28:20,138 --> 00:28:21,838
We get some really good reviews here.
799
00:28:21,840 --> 00:28:23,106
Oh, you'll have to tell me about that.
800
00:28:23,108 --> 00:28:25,141
This campground, for the first time ever,
801
00:28:25,143 --> 00:28:27,210
last year received
802
00:28:27,212 --> 00:28:29,979
what they call the Founder's Award.
803
00:28:29,981 --> 00:28:32,248
The Founder's Award
is our top award in the system.
804
00:28:32,250 --> 00:28:33,883
Only about 10% of our campgrounds
805
00:28:33,885 --> 00:28:36,219
qualify with their guests
for that special award.
806
00:28:36,221 --> 00:28:37,287
Hi, folks. How you doing?
807
00:28:37,289 --> 00:28:38,822
- Hi, Joanna.
- Hi!
808
00:28:38,824 --> 00:28:40,890
How are you?
809
00:28:40,892 --> 00:28:42,325
Doing good. Thank you.
810
00:28:42,327 --> 00:28:44,127
Those guys checked it.
It's clean and ready.
811
00:28:44,129 --> 00:28:46,730
- Front desk to guest services.
- Go ahead, front desk.
812
00:28:46,732 --> 00:28:49,199
Could I please have four bags of ice
813
00:28:49,201 --> 00:28:51,868
delivered to site 163?
814
00:28:51,870 --> 00:28:55,972
All right, we're gonna head
down to the store.
815
00:28:55,974 --> 00:28:59,876
Boy, you're in very good shape.
816
00:28:59,878 --> 00:29:02,579
All right. As you see, that's 162.
817
00:29:02,581 --> 00:29:04,681
Here's 163.
818
00:29:04,683 --> 00:29:05,915
Hi. How are you, sir?
819
00:29:05,917 --> 00:29:07,083
- Good. How are you?
- Doing good.
820
00:29:07,085 --> 00:29:08,618
We got four bags of ice here for you.
821
00:29:08,620 --> 00:29:09,786
Where would you like that?
822
00:29:09,788 --> 00:29:11,387
- Uh, just set it...
- Set it on the table?
823
00:29:11,389 --> 00:29:12,522
Very good.
824
00:29:12,524 --> 00:29:13,623
Appreciate you bringing it to us.
825
00:29:13,625 --> 00:29:14,724
Oh. Well, just so you know,
826
00:29:14,726 --> 00:29:16,059
any tips that we get,
827
00:29:16,061 --> 00:29:17,694
we'll put it into the care camp fund.
828
00:29:17,696 --> 00:29:19,596
I don't know if you're familiar
with K.O.A. Care Camping at all.
829
00:29:19,598 --> 00:29:21,598
- No.
- K.O.A. sponsors
830
00:29:21,600 --> 00:29:23,900
campgrounds that are strictly
for kids with cancer.
831
00:29:23,902 --> 00:29:25,168
- Oh, okay.
- So that's where
832
00:29:25,170 --> 00:29:26,636
your money's going, just so you know.
833
00:29:26,638 --> 00:29:28,037
You enjoy the rest of your stay, okay?
834
00:29:28,039 --> 00:29:29,305
Take care. Thanks, guys.
835
00:29:29,307 --> 00:29:30,673
The kids thank you as well.
836
00:29:30,675 --> 00:29:32,408
- What a nice program.
- Awesome program.
837
00:29:32,410 --> 00:29:34,677
You see those things on TV all the time.
838
00:29:34,679 --> 00:29:37,046
So how did you find this job?
839
00:29:37,048 --> 00:29:39,415
After our kids graduated high school,
840
00:29:39,417 --> 00:29:41,718
we started looking
into what we wanted to do
841
00:29:41,720 --> 00:29:43,019
with our lives.
842
00:29:43,021 --> 00:29:44,754
Before that, I worked
at a meatpacking plant
843
00:29:44,756 --> 00:29:45,822
for about 15 years.
844
00:29:45,824 --> 00:29:47,023
Then for about four years, I worked
845
00:29:47,025 --> 00:29:49,225
at a circuit board manufacturing plant.
846
00:29:49,227 --> 00:29:51,561
I wish I'd have known
about this work many years ago.
847
00:29:51,563 --> 00:29:53,429
I'd have started much sooner.
848
00:29:53,431 --> 00:29:55,698
Okay. All right, Tim.
849
00:29:55,700 --> 00:29:58,968
Welcome to my wife Shawn and I's home.
850
00:29:58,970 --> 00:30:00,403
Get a drink of water for you.
Are you thirsty?
851
00:30:00,405 --> 00:30:02,539
- Sure, I am thirsty.
- All right.
852
00:30:02,541 --> 00:30:04,941
My wife and I sold our house in 2005
853
00:30:04,943 --> 00:30:06,342
when our two sons graduated high school.
854
00:30:06,344 --> 00:30:08,578
My mother had cancer
in her lungs, stage four.
855
00:30:08,580 --> 00:30:09,846
We moved in with ma,
856
00:30:09,848 --> 00:30:13,082
and we were her permanent
live-in caregivers
857
00:30:13,084 --> 00:30:17,554
24 hours a day, 7 days a week
for 10 months...
858
00:30:17,556 --> 00:30:19,289
the last 10 months of her life.
859
00:30:19,291 --> 00:30:20,957
My mother always taught me,
860
00:30:20,959 --> 00:30:24,527
"make sure money is low
on your priority list."
861
00:30:24,529 --> 00:30:28,131
Her point was, "make sure
the other things in life..."
862
00:30:28,133 --> 00:30:31,367
"family, friends, the enjoyment you get"
863
00:30:31,369 --> 00:30:33,469
"out of what you do for a living..."
864
00:30:33,471 --> 00:30:35,338
"are high on your priority list."
865
00:30:35,340 --> 00:30:38,808
Paul just shared with me
his whole philosophy of life,
866
00:30:38,810 --> 00:30:39,876
from his parents' death
867
00:30:39,878 --> 00:30:41,644
to the values that they imparted upon him.
868
00:30:41,646 --> 00:30:45,114
He has that sort of attitude
that the world needs more of.
869
00:30:45,116 --> 00:30:47,050
And being sure that you're taking care
870
00:30:47,052 --> 00:30:48,785
of the ones that you love
and having the family,
871
00:30:48,787 --> 00:30:52,355
this is what we talk about...
genuine engagement.
872
00:30:52,357 --> 00:30:54,591
You know, if your goal
873
00:30:54,593 --> 00:30:58,328
is to operate a campground, do me a favor.
874
00:30:58,330 --> 00:31:00,029
Any employees that you have,
875
00:31:00,031 --> 00:31:03,399
if they are performing well,
show your appreciation to 'em.
876
00:31:03,401 --> 00:31:05,335
K.O.A. was having
their annual meetings here.
877
00:31:05,337 --> 00:31:07,971
So all these people who are in charge,
878
00:31:07,973 --> 00:31:11,107
none of them came around
to shake our hands
879
00:31:11,109 --> 00:31:12,742
or say, you know, "hey, what a great job"
880
00:31:12,744 --> 00:31:14,110
"you guys did last year."
881
00:31:14,112 --> 00:31:16,479
- Wow.
- That's all it takes.
882
00:31:16,481 --> 00:31:19,349
All I ask is that people
out there who own campgrounds
883
00:31:19,351 --> 00:31:23,453
realize what these folks
have given up to work for you.
884
00:31:23,455 --> 00:31:26,022
Like with us specifically,
we're from Pennsylvania.
885
00:31:26,024 --> 00:31:27,624
We have two granddaughters.
886
00:31:27,626 --> 00:31:29,359
We've only seen the granddaughters once
887
00:31:29,361 --> 00:31:31,294
since we've left Pennsylvania.
888
00:31:31,296 --> 00:31:34,230
Uh...
889
00:31:37,201 --> 00:31:39,102
Sorry.
890
00:31:39,104 --> 00:31:40,837
Get a little... I get a little emotional.
891
00:31:40,839 --> 00:31:44,007
I'm frustrated that a guy
that loves this this much...
892
00:31:44,009 --> 00:31:45,808
and the fact that we had take the time
893
00:31:45,810 --> 00:31:47,777
to visit with the folks
that made it happen.
894
00:31:47,779 --> 00:31:49,679
Next stop... trash dumpster.
895
00:31:49,681 --> 00:31:50,980
These are the little things
896
00:31:50,982 --> 00:31:53,016
that are gonna make a difference
in our business.
897
00:31:53,018 --> 00:31:54,817
We have some work to do, you know,
898
00:31:54,819 --> 00:31:56,319
to be sure that they feel
899
00:31:56,321 --> 00:31:59,522
that they've been recognized
for what they've accomplished.
900
00:31:59,524 --> 00:32:01,357
You know the hardest part about this job?
901
00:32:01,359 --> 00:32:03,359
It's knowing that that beach
is right down there right now,
902
00:32:03,361 --> 00:32:06,696
and I could be on a surfboard.
903
00:32:09,900 --> 00:32:12,035
Being undercover has put me through
904
00:32:12,037 --> 00:32:15,939
emotional gymnastics
that I did not anticipate.
905
00:32:15,941 --> 00:32:17,440
Good-bye, Tim.
906
00:32:17,442 --> 00:32:19,609
We use the word genuine engagement
907
00:32:19,611 --> 00:32:21,477
in our mission statement.
908
00:32:21,479 --> 00:32:24,814
I've learned this week
a little more what that means.
909
00:32:24,816 --> 00:32:27,016
I personally am gonna take away
910
00:32:27,018 --> 00:32:30,620
the sensitivity that
has been heightened being Tim.
911
00:32:30,622 --> 00:32:33,923
I need to provide more time to listen.
912
00:32:33,925 --> 00:32:35,892
The Jim is back.
913
00:32:35,894 --> 00:32:38,995
It used to be you say that you
were an eagle scout, you know?
914
00:32:38,997 --> 00:32:40,663
No. I am an eagle scout.
915
00:32:40,665 --> 00:32:42,732
It's not something I did,
you know, three years ago.
916
00:32:42,734 --> 00:32:44,200
It's something that I am now.
917
00:32:44,202 --> 00:32:47,303
I want to be sure that I leave
K.O.A. better than I found it.
918
00:32:47,305 --> 00:32:51,140
And that means continually
finding ways to improve,
919
00:32:51,142 --> 00:32:52,608
to do whatever it takes
920
00:32:52,610 --> 00:32:57,280
to make the people of K.O.A.
successful in what they do.
921
00:32:57,282 --> 00:32:58,781
Coming up...
922
00:32:58,783 --> 00:33:01,017
The employees think
they're coming to give feedback
923
00:33:01,019 --> 00:33:03,152
on whether or not Tim deserves
his own campground.
924
00:33:03,154 --> 00:33:04,587
I got the impression he's probably
925
00:33:04,589 --> 00:33:06,522
better in the office than he is
out in the field right now.
926
00:33:06,524 --> 00:33:08,791
How will they react
when they find out
927
00:33:08,793 --> 00:33:11,194
that Tim is really Jim?
928
00:33:11,196 --> 00:33:14,797
I'm the chairman and C.E.O.
of Kampgrounds of America.
929
00:33:25,007 --> 00:33:26,575
We brought the people that I worked with
930
00:33:26,577 --> 00:33:28,176
to Sedona, Arizona,
931
00:33:28,178 --> 00:33:30,345
because it is just the perfect place
932
00:33:30,347 --> 00:33:32,581
to talk about the future of K.O.A.
933
00:33:32,583 --> 00:33:35,050
The people I worked with
think they're going to meet
934
00:33:35,052 --> 00:33:37,052
with an angel investor to give feedback
935
00:33:37,054 --> 00:33:38,320
on my performance.
936
00:33:38,322 --> 00:33:41,623
They have no idea
why they are really here.
937
00:33:43,526 --> 00:33:45,293
Good afternoon.
938
00:33:45,295 --> 00:33:49,297
- Nice to meet you. Nathan.
- Nice to meet you.
939
00:33:49,299 --> 00:33:51,600
Well, I understand
you've, uh, spent some time
940
00:33:51,602 --> 00:33:54,536
with a individual that's seeking
some of my investment.
941
00:33:54,538 --> 00:33:55,537
Yes.
942
00:33:55,539 --> 00:33:56,771
Tim.
943
00:33:56,773 --> 00:33:57,839
That's correct.
944
00:33:57,841 --> 00:33:59,274
I got the impression he's probably
945
00:33:59,276 --> 00:34:01,276
better in the office than he is
out in the field right now.
946
00:34:01,278 --> 00:34:02,511
Okay.
947
00:34:02,513 --> 00:34:04,246
I have to be honest,
you look very familiar to me.
948
00:34:04,248 --> 00:34:05,580
Why... why's that?
949
00:34:05,582 --> 00:34:07,582
You look a little bit like Tim.
950
00:34:07,584 --> 00:34:09,784
You could be brothers, I'm not sure.
951
00:34:09,786 --> 00:34:14,122
I'm the chairman and C.E.O.
of Kampgrounds of America.
952
00:34:14,124 --> 00:34:17,926
I'm Jim Rogers, and I was Tim.
953
00:34:17,928 --> 00:34:19,127
Okay.
954
00:34:19,129 --> 00:34:21,463
What's... what's going on?
955
00:34:21,465 --> 00:34:23,031
You're on Undercover Boss.
956
00:34:23,033 --> 00:34:24,566
- Are you serious?
- That's what we're at.
957
00:34:24,568 --> 00:34:25,667
Oh, my God.
958
00:34:25,669 --> 00:34:27,602
I'm just... I'm in shock right now.
959
00:34:27,604 --> 00:34:29,037
I had no idea. I just...
960
00:34:29,039 --> 00:34:31,473
I knew something was weird
about the whole thing.
961
00:34:31,475 --> 00:34:32,908
Oh.
962
00:34:32,910 --> 00:34:35,076
- Is that a fact?
- Yep.
963
00:34:36,245 --> 00:34:37,913
You're kidding.
964
00:34:37,915 --> 00:34:39,981
No, I'm not.
965
00:34:39,983 --> 00:34:41,082
Okay.
966
00:34:41,084 --> 00:34:43,351
Paul, I wanted
to say thank you personally.
967
00:34:43,353 --> 00:34:46,354
I appreciate all that you do every day.
968
00:34:46,356 --> 00:34:47,923
And I know our guests do to,
969
00:34:47,925 --> 00:34:49,457
because they're the ones that decided that
970
00:34:49,459 --> 00:34:51,226
that founder's award ought to be yours.
971
00:34:51,228 --> 00:34:52,861
We just do what we can for the guests.
972
00:34:52,863 --> 00:34:54,062
We love the guests.
973
00:34:54,064 --> 00:34:56,164
Well, we... we love you too, okay?
974
00:34:56,166 --> 00:34:57,999
I wish I could box you up
975
00:34:58,001 --> 00:34:59,768
and send you all over the system.
976
00:34:59,770 --> 00:35:01,603
But, you know, the time that we sat
977
00:35:01,605 --> 00:35:04,372
and you talked to me
about these K.O.A. Care Camps
978
00:35:04,374 --> 00:35:07,709
that help support camps
for kids with cancer...
979
00:35:07,711 --> 00:35:11,046
and I want to make a $50,000 contribution
980
00:35:11,048 --> 00:35:12,781
to care camps this year in your name.
981
00:35:12,783 --> 00:35:14,716
That's fantastic.
982
00:35:14,718 --> 00:35:15,984
I'm gonna give you a tip.
983
00:35:15,986 --> 00:35:18,687
Yeah, a $50,000 tip, right?
984
00:35:18,689 --> 00:35:20,722
Yeah, it's going in the jar.
985
00:35:20,724 --> 00:35:21,856
It's... it's an honor.
986
00:35:21,858 --> 00:35:23,425
It is definitely an honor.
987
00:35:23,427 --> 00:35:26,962
And, you know, I got to tour your home.
988
00:35:26,964 --> 00:35:29,531
Yeah, it's our home.
989
00:35:29,533 --> 00:35:30,999
I'd like to give you $10,000
990
00:35:31,001 --> 00:35:33,468
to help you fix up
whatever you want to work on,
991
00:35:33,470 --> 00:35:36,371
you name it.
992
00:35:36,373 --> 00:35:38,306
Thank you.
993
00:35:38,308 --> 00:35:40,241
Your grandchildren...
994
00:35:40,243 --> 00:35:41,810
It's really important that you and Shawn
995
00:35:41,812 --> 00:35:44,579
get back to see your
grandchildren in Pennsylvania.
996
00:35:44,581 --> 00:35:46,514
So I want to give you another $10,000
997
00:35:46,516 --> 00:35:49,150
to make that trip possible.
998
00:35:49,152 --> 00:35:51,152
Thank you.
999
00:35:51,154 --> 00:35:53,254
Thank you. I thank you so much.
1000
00:35:53,256 --> 00:35:55,290
You don't know how much this means.
1001
00:35:55,292 --> 00:35:57,092
Thank you so much.
1002
00:35:57,094 --> 00:35:58,627
You are so welcome.
1003
00:35:58,629 --> 00:36:03,031
What Jim's done for us
is just amazing, spectacular.
1004
00:36:03,033 --> 00:36:04,833
It's really true when
you put your heart and soul
1005
00:36:04,835 --> 00:36:06,935
into something...
1006
00:36:06,937 --> 00:36:08,436
It does come back to you.
1007
00:36:08,438 --> 00:36:09,704
It truly does.
1008
00:36:09,706 --> 00:36:11,106
We're on Undercover Boss.
1009
00:36:11,108 --> 00:36:13,575
Are we really?
1010
00:36:13,577 --> 00:36:15,644
He's giving us $10,000
1011
00:36:15,646 --> 00:36:18,813
so we can go home and see the girls.
1012
00:36:18,815 --> 00:36:21,016
Aw.
1013
00:36:21,018 --> 00:36:22,317
Oh.
1014
00:36:22,319 --> 00:36:24,853
Aw.
1015
00:36:24,855 --> 00:36:26,621
We're going to see the kids.
1016
00:36:26,623 --> 00:36:29,057
Aw.
1017
00:36:29,059 --> 00:36:30,725
Nathan, I spent a little time
1018
00:36:30,727 --> 00:36:32,360
watching you as a housekeeper.
1019
00:36:32,362 --> 00:36:35,163
When I worked with you,
I saw chaos in the housekeeping.
1020
00:36:35,165 --> 00:36:37,432
You know, you were running back
and forth to pick up things.
1021
00:36:37,434 --> 00:36:38,700
You're using different chemicals,
1022
00:36:38,702 --> 00:36:40,135
you know, across the board.
1023
00:36:40,137 --> 00:36:41,770
And it just seemed like that, uh,
1024
00:36:41,772 --> 00:36:43,338
there's probably
a more efficient way to do that.
1025
00:36:43,340 --> 00:36:45,173
So I'm gonna make arrangements
1026
00:36:45,175 --> 00:36:46,841
to send you up to our training grounds.
1027
00:36:46,843 --> 00:36:48,777
You know, we have
our company-owned properties
1028
00:36:48,779 --> 00:36:50,945
where they're training
new kind of concepts.
1029
00:36:50,947 --> 00:36:53,415
One of the things we're working
really hard on is housekeeping.
1030
00:36:53,417 --> 00:36:54,816
And, uh, I want to be sure
1031
00:36:54,818 --> 00:36:56,818
I take care of your costs of your trip
1032
00:36:56,820 --> 00:36:58,687
and, uh, pay you while you're there.
1033
00:36:58,689 --> 00:37:00,321
Oh.
1034
00:37:00,323 --> 00:37:02,157
And hopefully you'll
come back with some new ideas
1035
00:37:02,159 --> 00:37:03,291
and maybe give us a few.
1036
00:37:03,293 --> 00:37:04,693
If you're willing. Are you okay with that?
1037
00:37:04,695 --> 00:37:06,661
- That'd be outstanding.
- Oh, great, great.
1038
00:37:06,663 --> 00:37:08,296
You know, you got me on that zip-line.
1039
00:37:08,298 --> 00:37:10,699
You probably don't know this,
but I have a fear of heights.
1040
00:37:10,701 --> 00:37:13,668
And I was scared to death
to jump off that board.
1041
00:37:13,670 --> 00:37:15,103
You pushed me.
1042
00:37:18,008 --> 00:37:19,974
I want to give you 5,000 bucks.
1043
00:37:19,976 --> 00:37:21,710
And I want you to take your family
1044
00:37:21,712 --> 00:37:23,812
to a theme park that has thrill rides.
1045
00:37:23,814 --> 00:37:25,847
- Are you serious?
- I'm serious.
1046
00:37:25,849 --> 00:37:27,615
Wow. Thank you.
1047
00:37:27,617 --> 00:37:30,085
- Oh, thank you.
- That's really a big deal.
1048
00:37:30,087 --> 00:37:33,321
I had no idea that I was getting duped
1049
00:37:33,323 --> 00:37:35,957
by my undercover boss.
1050
00:37:35,959 --> 00:37:37,792
Hopefully I can give him
some good feedback,
1051
00:37:37,794 --> 00:37:39,961
and maybe I'll learn something myself.
1052
00:37:39,963 --> 00:37:44,532
Bruce, Lori, you are two
precious franchisees, you know?
1053
00:37:44,534 --> 00:37:47,268
You guys are... you are so hardworking.,
1054
00:37:47,270 --> 00:37:49,204
and the only way I could get out
1055
00:37:49,206 --> 00:37:50,805
and get to know great employees like you
1056
00:37:50,807 --> 00:37:52,407
was to do it undercover.
1057
00:37:52,409 --> 00:37:53,975
I love that button-up shirt,
all the way to the top.
1058
00:37:53,977 --> 00:37:55,710
All's you needed was a pocket liner,
1059
00:37:55,712 --> 00:37:57,445
and you'd be the professional geek.
1060
00:38:00,484 --> 00:38:02,217
Looking at you and all the ideas you have,
1061
00:38:02,219 --> 00:38:05,220
I think the accommodation side
of your business is gonna grow.
1062
00:38:05,222 --> 00:38:07,122
I think there's real opportunity there.
1063
00:38:07,124 --> 00:38:09,290
And so I want to give you $25,000
1064
00:38:09,292 --> 00:38:11,092
to buy another deluxe cabin.
1065
00:38:11,094 --> 00:38:12,827
- Oh, my God.
- Holy cow.
1066
00:38:12,829 --> 00:38:14,963
This is the craziest thing ever.
1067
00:38:14,965 --> 00:38:16,798
Well, if you're gonna be the best K.O.A.
1068
00:38:16,800 --> 00:38:19,067
in the system, you're gonna have to...
1069
00:38:19,069 --> 00:38:20,335
Yes, thank you so much.
1070
00:38:20,337 --> 00:38:22,370
I am just in awe here.
Best news I've ever had.
1071
00:38:22,372 --> 00:38:24,272
You both are very hardworking owners.
1072
00:38:24,274 --> 00:38:25,807
And it's true of most couples
1073
00:38:25,809 --> 00:38:27,976
that are working like this, entrepreneurs,
1074
00:38:27,978 --> 00:38:30,345
but you don't get enough time away.
1075
00:38:30,347 --> 00:38:32,080
And I think you mentioned Lake Powell.
1076
00:38:32,082 --> 00:38:34,082
And so I... I want to give you
1077
00:38:34,084 --> 00:38:37,318
$10,000 for a vacation at Lake Powell.
1078
00:38:37,320 --> 00:38:38,686
I want you to go down there
1079
00:38:38,688 --> 00:38:41,956
and rent a high-end houseboat
and bring the whole family.
1080
00:38:41,958 --> 00:38:44,058
- Would you enjoy that?
- Oh, I'd go crazy on that.
1081
00:38:44,060 --> 00:38:46,361
- Would you?
- This is fantastic.
1082
00:38:46,363 --> 00:38:47,762
Thank you so much.
1083
00:38:47,764 --> 00:38:49,297
Well, thank you for what you did for Tim.
1084
00:38:49,299 --> 00:38:51,332
Thank you for what you do for K.O.A.
1085
00:38:51,334 --> 00:38:53,301
and, uh, I look forward
to watching you grow.
1086
00:38:53,303 --> 00:38:55,336
- New cabin.
- We appreciate that.
1087
00:38:55,338 --> 00:38:57,005
It makes it worth it. It makes...
1088
00:38:57,007 --> 00:38:59,574
it's just worth everything
that we have done.
1089
00:38:59,576 --> 00:39:01,810
We won't stop until
that's the best K.O.A. around.
1090
00:39:01,812 --> 00:39:03,077
I guarantee you.
1091
00:39:03,079 --> 00:39:05,780
Sadie, you obviously
expressed great pleasure
1092
00:39:05,782 --> 00:39:07,849
- in what you do.
- I love it out there, yeah.
1093
00:39:07,851 --> 00:39:09,617
I know that you're frustrated
by some of the things
1094
00:39:09,619 --> 00:39:11,753
- you're seeing in our system.
- Yeah. Oh, yeah.
1095
00:39:11,755 --> 00:39:13,354
It's been a bit of a pill sometimes.
1096
00:39:13,356 --> 00:39:16,891
I can assure you that
we are making improvements.
1097
00:39:16,893 --> 00:39:20,695
We are building proprietary software
1098
00:39:20,697 --> 00:39:21,996
that only K.O.A. will have.
1099
00:39:21,998 --> 00:39:23,731
And we'd love to get to it
as quickly as you would.
1100
00:39:23,733 --> 00:39:26,034
You touched on a subject
that was, you know,
1101
00:39:26,036 --> 00:39:29,604
- fitness related and skin care.
- Yeah.
1102
00:39:29,606 --> 00:39:32,140
I'd like to create a task force at K.O.A.
1103
00:39:32,142 --> 00:39:35,577
that pursues that opportunity
of developing
1104
00:39:35,579 --> 00:39:37,545
those kinds of locations,
those kinds of facilities
1105
00:39:37,547 --> 00:39:38,680
throughout K.O.A.
1106
00:39:38,682 --> 00:39:40,481
And I'd like you to help us do that.
1107
00:39:40,483 --> 00:39:42,750
- Are you willing to do that?
- Yeah, for sure. Definitely.
1108
00:39:42,752 --> 00:39:44,252
When we were out on the boat,
1109
00:39:44,254 --> 00:39:47,055
it was very clear to me that you had
1110
00:39:47,057 --> 00:39:49,858
a family that you would love to share,
1111
00:39:49,860 --> 00:39:53,494
you know, some of your joy of the water.
1112
00:39:53,496 --> 00:39:55,697
I'd like to give you 5,000 bucks
1113
00:39:55,699 --> 00:39:59,667
to get your family to come spend a week
1114
00:39:59,669 --> 00:40:02,437
and let them just enjoy
and see what you love so much.
1115
00:40:02,439 --> 00:40:04,372
- My family?
- Your whole family.
1116
00:40:04,374 --> 00:40:06,908
So wait. You're paying for my whole family
1117
00:40:06,910 --> 00:40:09,377
to come to the K.O.A.
and just have a day of...
1118
00:40:09,379 --> 00:40:10,778
No, gonna have a week.
1119
00:40:10,780 --> 00:40:13,047
A week?
1120
00:40:13,049 --> 00:40:14,549
We'll put 'em in the deluxe cabins.
1121
00:40:14,551 --> 00:40:17,118
We'll feed 'em.
We'll just... we'll treat 'em...
1122
00:40:17,120 --> 00:40:19,020
you know, first-class guests.
1123
00:40:19,022 --> 00:40:21,189
And, you know, we'll get you off that week
1124
00:40:21,191 --> 00:40:23,258
and be sure that everybody
has a great time.
1125
00:40:23,260 --> 00:40:25,059
I don't know if I'll be able
to get off work
1126
00:40:25,061 --> 00:40:26,928
for a whole week... in the summer?
1127
00:40:26,930 --> 00:40:28,563
Let me figure it out. I'm the boss.
1128
00:40:28,565 --> 00:40:30,031
- Okay. All right.
- Okay?
1129
00:40:30,033 --> 00:40:32,934
And you talked about school.
1130
00:40:32,936 --> 00:40:35,870
I'm gonna give you $50,000
1131
00:40:35,872 --> 00:40:37,805
to cover the various things
1132
00:40:37,807 --> 00:40:39,841
that you want to accomplish now
and in life.
1133
00:40:39,843 --> 00:40:42,944
- Me?
- You.
1134
00:40:42,946 --> 00:40:45,647
Really?
1135
00:40:48,418 --> 00:40:51,152
- Are you serious?
- I am.
1136
00:40:51,154 --> 00:40:53,321
To do what? For my schooling and...
1137
00:40:53,323 --> 00:40:55,223
Everything.
1138
00:40:55,225 --> 00:40:56,691
Can I have a hug?
1139
00:40:56,693 --> 00:40:59,294
Well, sure.
1140
00:40:59,296 --> 00:41:01,362
I'm speechless.
1141
00:41:01,364 --> 00:41:02,931
I'm speechless.
I don't even know what to say.
1142
00:41:02,933 --> 00:41:04,332
I don't even know what to think.
1143
00:41:04,334 --> 00:41:06,768
I just...
1144
00:41:06,770 --> 00:41:08,836
I'm just so happy.
1145
00:41:08,838 --> 00:41:12,206
I'm on top of the world. This is amazing.
1146
00:41:16,812 --> 00:41:19,580
I'm proud of the people
that I met this week.
1147
00:41:19,582 --> 00:41:21,649
I'm honored to be
in the position that I am.
1148
00:41:21,651 --> 00:41:24,185
I'm extremely proud to be
1149
00:41:24,187 --> 00:41:27,989
the chairman and C.E.O.
of Kampgrounds of America.
1150
00:41:27,991 --> 00:41:29,958
I felt that when I arrived,
it was a good company.
1151
00:41:29,960 --> 00:41:31,359
I wanted to make it great.
1152
00:41:31,361 --> 00:41:33,127
My mom and dad always said
1153
00:41:33,129 --> 00:41:34,929
I got to leave the campsite
better than I found it.
1154
00:41:34,931 --> 00:41:36,831
I think about that every day,
1155
00:41:36,833 --> 00:41:39,133
because at the end of the day,
I want to do my best.
1156
00:41:39,135 --> 00:41:41,269
And I want to do a good turn daily.
1157
00:41:41,271 --> 00:41:43,404
And this week has helped me do that.
1158
00:41:43,406 --> 00:41:46,140
We use the word "genuine engagement"
1159
00:41:46,142 --> 00:41:48,042
in our mission statement,
1160
00:41:48,044 --> 00:41:50,078
genuine engagement with our guests.
1161
00:41:50,080 --> 00:41:52,547
I've learned this week it's better for me
1162
00:41:52,549 --> 00:41:54,515
to go spend intense time
1163
00:41:54,517 --> 00:41:56,951
with a small number of employees
1164
00:41:56,953 --> 00:42:00,488
than to try to speak to 250
at a big meeting.
1165
00:42:00,490 --> 00:42:03,358
And I think that if we can think
that way as individuals,
1166
00:42:03,360 --> 00:42:05,326
not only is our company gonna do well,
1167
00:42:05,328 --> 00:42:07,328
but so is our country.
1168
00:42:29,730 --> 00:42:44,730
Sync and corrections by atrn97g
for www.addic7ed.com