All language subtitles for Undercover Boss - 04x07 - Kampgrounds of America (KOA)

This week
on Undercover Boss...

Good morning. It's a great day at K.O.A.

How can I help you?

The chairman and C.E.O.

of Kampgrounds of America,

the largest chain of campsites
in North America...

Hurry back.

Goes undercover,
posing as a former accountant.

Ta-da. Hi. I'm Tim.

Nice to meet you, Tim. I'm Nathan.

His employees
think he's on a reality show

where he's competing to win funding

from an investor
to buy his own campgrounds.

Are you sure you want to do this?

Come on, man.

I don't want to break anything.

Road trip!

This eagle scout
will hit the highway

in his R.V. and work
side by side with employees...

While going on the ride of his life.

He'll discover
who makes his company tick.

This is a fun part of the campground.

Yeah.

My name is Sadie,
and I'm the store manager.

You sure don't sound like a manager.

How will the boss react

when he finds out that the customer

isn't always right?

You're being incredibly rude to me,

and I'm trying to help you.

You know what?

Screw you and your
crappy campsite, you idiot.

Oh, heck, no.

Find out next
on Undercover Boss.

Undercover Boss 4x07 Kampgrounds of America
(KOA) Original air date January 11, 2013

Sync and corrections by atrn97g
for www.addic7ed.com

Headquartered
in Billings, Montana,

and offering 475 campsites
across North America,

K.O.A. is the largest
campground organization

in the world,
generating $200 million a year.

Trailblazing the way for these
5,000 employees is one man.

I'm Jim Rogers, C.E.O. and chairman

of Kampgrounds of America.

Hey, good morning, Billings.

How you doing?

K.O.A. is celebrating 50 years of camping.

Ahh, this is living.

In 1962, Dave Drum was a member

of the Chamber of Commerce
board in Billings, Montana.

And he was hearing about all these calls

that people needed for a campground

on their way to the Seattle world's fair.

And so they borrowed a franchise agreement

from a hotel chain, and now we have

60,000 campsites
at more than 475 locations.

As they say, the rest is history.

- Hey, Sherry.
- Good morning, Jim.

It's a great day at K.O.A.

I was born in '49 in Marin County,

north of San Francisco.

I started with boy scouts

at the age of five as a cub scout.

My mom was a den mother.

My father was a scoutmaster.

You have to be an eagle scout
with the Rogers.

You know, only 3% of all boy scouts

get the eagle scout rank.

I have ten in my family.

In 1972, Kampgrounds of America

offered me $500 a month to come up here

and be a management trainee.

And, uh, I went home.

I asked my girlfriend to marry me.

I drove to Billings, Montana.

34 years later, I was offered

the president and the C.E.O. job

at Kampgrounds of America, and here I am.

Hey, it's a great day at K.O.A.
This is Jim.

I run to this job.

I can't wait to wake up.

Our business is unlike any other.

It's not like making widgets.

The idea is that we want to get

people from their backyard
to the backcountry.

Our mission is to create happy campers

that recommend K.O.A. to others.

Anybody can stay with us.

It's so positive in that it reflects

the best values of our nation.

It makes it meaningful work,

which people get excited about.

Employees get excited about it.

Hurry back.

Well, I can't control what you do,

but I can certainly make some suggestions

about what you're going to do
while you're out there.

I'm Sandy Rogers.

I've been married
to Jim Rogers for 40 years.

You've got to be your... the humble you.

Y-you can't be Mr. K.O.A...

Like you are.

I am gonna be fascinated to watch this.

Jim is an eagle scout. He's a boy scout.

And, yeah, he's not a good liar.

So it's going to be a challenge for him

to keep his mouth shut.

So you wanted me to take a lot of pictures

so you can enjoy this later?

I totally want lots of pictures.

All right.

I've been very aggressive
in my time at K.O.A.

to dial this company up.

We want to go from good to great.

Yeah.

This is a people product.

We're in the service business at K.O.A.

I want to know what's going on
at the front line.

I want to see that interaction.

I want to see that genuine engagement.

And I think it's so important

that our employees understand

the important role they're playing...

not only to the company, but the country.

And that's why I'm going undercover.

Ta-da.

My disguise is gonna be great.

While undercover, I will be Tim Bickford,

a recently laid-off accountant.

Throughout my undercover journey,

K.O.A. campground employees

will be tricked into thinking

they're on a hosted reality show

in which they will work alongside Tim

and then decide whether he deserves

to win the money
to buy his own campground.

We are here in beautiful
Santa Cruz, California.

The woman pretending
to be the host of the fake show

will keep asking questions

about whether Tim deserves
to win the money

so the campground employees
will have no idea

that this is secretly Undercover Boss.

Here I am, darling!

That is incred...

I'm Tim.

Take off the wedding ring,

'cause I'm not married to you right now.

So when I'm undercover, I'm going

from place to place in an R.V.

- Well, what a beautiful day.
- Yeah.

Holy Toledo.

This is a road trip, and here I come.

Okay, have a great time, Tim Bickford,

but come back Jim Rogers.

- Wish me luck.
- I wish you luck.

Drive carefully.

Road trip!

I'm in Stockton, California, today,

and I'm going to be working
with a store manager.

Well, the Stockton K.O.A.
really has a great location,

because it serves
the San Francisco Bay area.

And in addition, this is a unique location

because it has a marina.

So there are 800 boat slips.
There's a restaurant.

There's facilities for jet skis.

The store is always the registration point

for the guests as they arrive.

It's sort of the headquarters of the camp,

and so you want to know you have a manager

that has great interaction
with the guests.

Good morning, Dennis.

Good. How are you, hon?

There has to be a very positive vibe

coming from that store

to impact the entire campground.

Excuse me.

I'm looking for Sadie.

- I'm Sadie. Hi.
- I'm Tim.

- Nice to meet you, Tim.
- Nice to meet you.

That's a nice shirt there, bud.

We need to get you a name tag.

I'm the store manager.

So right now we're just
gonna open up the store.

Want to help me get the coffee started?

Sure.

We'll put this little deal in there.

- Through the hole.
- Push her down.

Good morning. It's a great day
at Stockton Delta K.O.A.

This is Sadie. How can I help you?

Check-in time is at 3:00 P.M.

and checkout is at 11:00 A.M.

What do you mean "why so late"?

I don't make coffee ever.

I've seen it made.

3:00 P.M. and 11:00... 11:00 A.M.

I prefer tea.

I didn't want to do anything
until you got back.

Okay. You just slide it in.

See those little slots?

- And you just push "start."
- Nice.

Push that down.

- There you go.
- Wow.

And you just come back...
and it brews itself.

Wow.

Tim is definitely very kind of green,

very kind of, like,
out of his element a bit.

How... how do you answer?

Um...

It's a great day at the Stockton K.O.A.

This is Tim.

Some enthusiasm.

Good morning. It's a great day
at the Stockton Delta K.O.A.

Then what do I do
when they ask me a question?

Answer it.

Good morning. Stockton Delta K.O.A.

This is Tim. May I help you?

Uh, yeah. Do y'all have a space

for a 45-foot pull-through,
3rd and 4th of July?

Let's see here.

Hey, hang on, my manager
who's here is gonna help.

I'm just training today.

Okay.

Hi. My name's Sadie.

I'm gonna help you right now, hon.

You said, um, July 3rd arriving?

July 3rd... 45-foot motor coach

with a car towed behind it,
a pull-through.

So you need a pull-through.
Okay, give us just a second.

Okay, so, for this system here,
this is called campsite.

All K.O.A.s use this system.

So let's register you into 368 first.

Oh, nine? How is that possible?

My computer's being a little...
a little slow on me.

It's a very archaic system.

It's not very user-friendly.

The computer goes down,
then the receipts go down,

and then we have to reset it.

H-hi, there.

Tim can help you.

So we're gonna type in F2.

Bear with me here.

Wow. That one's not turning on.

We got a little malfunction here, guys.

Front desk to guest services please.

Sadie is immediately overcome by guests.

So it's... it's like a tsunami.

Just a second, guys.

We're... it's going slow.

But she's got a diversity of needs here.

And the K.O.A. technology
right now is not meeting them.

Sorry to make you wait.

You kept me on hold
for five minutes, idiot.

I don't have time for this crap.

I'm sorry?

Isn't 11:00 late for check-in?

Right. But we have
to go down and clean the site.

That's ridiculous.

All campgrounds are that way.

I want to talk to the manager.

That's me. My name is Sadie,
and I'm the store manager.

You sure don't sound like a manager.

Yeah, but you're being
incredibly rude to me,

and I'm trying to help you.

I'm just standing there,
just being a wallflower.

And it's just... it was just
ripping me apart inside.

I'm not gonna be screamed at.

And I'm not gonna
have someone just sit there

and degrade me
while I'm trying to help you.

I was trying to help you, and
you're still arguing with me.

And I'm still trying to help you.

Jim Rogers, C.E.O.
of Kampgrounds of America,

is a boss undercover in his own company.

Excuse me. I'm looking for Sadie.

His employees
think he's a former accountant

on a reality TV show,
competing to win money

from an investor
to open his own campground.

But right now he's in the middle

of phone-call chaos at the Stockton K.O.A.

You sure don't sound like a manager.

I'm not gonna be screamed at.

And I'm not gonna
have someone just sit there

and degrade me
while I'm trying to help you.

I was trying to help you, and
you're still arguing with me.

And I'm still trying to help you.

Tell you what, honey...

why don't you put
whoever's really in charge

on the phone and go back
to painting your nails.

He's not in, but I can
transfer you to his voice mail.

- Do that. Thank you.
- You're welcome.

So that's something that happens...

That's normal. It's every day.

- Every day?
- $2.75, hon. Out of $20?

It's very common to have customers

that are gonna be difficult.

Sadie handles it.

- Thank you very much.
- You're very welcome.

And at the same time,
she was paying attention to me

and paying attention to guests.

- Sadie, thank you.
- You're welcome, Mark.

Have a good one.

You know, that's a special kind of person

that can do that and maintain her cool.

Okay, so we're doing the fishing boat

for two adults and four kids?

- Yes.
- How long?

- Two days.
- I'll meet you down there.

- I'll just meet you down there.
- Appreciate it.

I have a guest up here
that's renting a boat right now.

- Would you please help me?
- Okay.

If you need something, just call Sandy.

She'll help you out.

Probably good for you
to get out of the office

for a few minutes.

This is my favorite part right here.

Make sure we got life vests under here.

This is the live well, if you're gonna

- be doing any fishing.
- Okay.

Start her up.

Ah.

- Piece of cake.
- Piece of cake.

You guys are good to go.

- Thank you, Sadie.
- Yep.

So you're responsible
for boat rentals too?

Yeah. Have you been on a boat before?

Yes, but it's been a while.

Okay.

You want to take it out,
take it for a spin?

Oh, that would be fun.

Hey, Bella. How are you, hon?

- Good. How are you?
- Doing good.

The minute I'm... well, right now
I'm going to school.

But when I wasn't going to school,

the minute I was off work,
I was on the water.

Where... where are you going to school?

I'm going to school in Sacramento

- for skin therapy.
- Oh, really?

Eventually I'd like
to kind of move into that.

Well, I put my heart,
my sweat, my blood, my tears

into everything that I do here.

The appreciation isn't there,

because I work my ass off.

I just think that if those little things

were appreciated a little bit more,

then I would feel a lot better

about getting up every morning

and, like, be more excited
to come to work.

I was disappointed
that she feels unappreciated.

It is essential that we attract and retain

more people like Sadie.

So is your... was your family outdoorsy?

I've always been kind of a tomboy.

I've always been outdoorsy, you know?

I've always wanted to kind of be

out in the fresh air and whatnot.

Were you the oldest sister?

Yeah. Five girls and one boy.

You have a big family.

There's even more than that.

My mom actually had two more after...

after my dad and her separated.

So there's actually 11.

So are you still connected with your mom?

My mom left, actually,
when I was, um, five.

Oh, okay.

You know, when we were moving
into foster care,

it was... I was the mom.

They let you go with your sisters

- into the same family?
- Not necessarily.

We were in one foster home all together

for about eight months at one time.

Oh.

But after that, we were all split up.

Sadie's had a tough life.

She, uh, you know,
was a foster child early,

who lost her mom at a very early age.

And yet, she's got a comfort
about herself.

She's got a confidence about herself.

She maintains her cool. She's polite.

She reinforces the K.O.A. brand
better than I do,

because she's living it
every day in front of a guest.

- Perfect.
- Good work.

Nice landing.

I'm at the Ventura Ranch K.O.A.
in Southern California,

and I'm gonna be going
into housekeeping today.

Southern California

is the biggest camping market
in the world.

The Ventura Ranch K.O.A. is right next

to Los Angeles, so it's
a "marquee" location for us.

- Hi.
- Hey, I'm looking for Nathan.

That's me.

K.O.A. has a great reputation
for cleanliness.

And so it's important

that people that are doing
the housekeeping role

provide a good job.

What I do here is I help with activities,

maintenance, and housekeeping.

I think we're gonna
head down to the zip-line.

- How's that sound?
- Oh, I don't know.

A zip-line? I...

So this is our zip-line pavilion.

You know, we have smaller harnesses.

We have harnesses for,
uh, more full-sized people.

Are you proposing
that I'm gonna ride this?

- You excited?
- I'm nervous.

I think Tim, to be successful in this,

should experience what it's like

for other people to be out there doing it.

And it's gonna set him up for success.

Do I need to call my wife?

- Whoa.
- Okay.

So this is an 800-foot
zip-line from pole to pole.

Should I start praying now?

I've had a fear of heights all of my life.

So jumping off the edge of a cliff,

connected to a harness and a piece of wire

that's, uh... I'm told is safe,

it's not something that I enjoy.

But I decided, when I decided to be Tim,

that I was gonna live Tim.

So I'm just going along for the ride.

Oh, that's good.

Just going along for the ride.

Green light on line one, please.

Green light on line one. Are you ready?

Well, I-I'm not sure I...

All right. Three, two, one.

Whoa.

Whoo.

Oh.

Good catch.

Do you get a souvenir or anything?

Uh, a bad hairdo from the helmet.

I'm trying to be out here to do things

I've never done before.

And I'm just gonna add the zip-line to it.

So we're gonna just proceed down here

- to our glamour cabin...
- A glamour cabin.

Where we had our guests check out

just a little while ago.

Everything's glamorous at K.O.A.

Huh.

Go ahead and take one of those.

Our guests were nice enough
to leave us a lovely mess.

So we'll move into the bathroom.

And so we'll make sure we get
the toilet and everything.

Oh, are you kidding?
I love cleaning toilets.

When I said I wanted to get right down

to the front line,

well, the front line is that toilet.

It's the porcelain.

That's where the rubber meets the road.

Let's get the brushes and stuff.

I'd be happy to wash the mirrors.

All right.

I think, actually, I left
most of the cleaning rags.

So I'm gonna have to run back.

Uh-oh.

I will be right back with some towels.

You should arrive inside of a cabin

with the necessary tools, uh, chemicals,

towels, sheets to get the job done.

I'm in there ready to clean,

and he had to return
to the housekeeping area

to get supplies.

It became apparent
that there was some confusion

in the preparation for today's job.

So, really, we just wipe down
all the mirrors with ammonia.

I use it on the toilet also.

It totally kills
all the bacteria and everything.

Okay.

So same thing, with just the ammonia?

Yeah, because it doesn't leave

any kind of residue or anything.

I was surprised that there was

one universal cleaning material.

And it was just the same...

that I just used on the mirrors.

So do the counters with the ammonia?

Yeah, we'll do the counters
with the ammonia.

There indeed are different products

that should be used to clean a toilet

versus to clean a sink.

It's like using Windex to, you know,

clean your toilet bowl.

I'm not a chemist,

but I think that can be done better.

And, uh, I'm taking the same towel

that I used on the floor of the shower

and cleaning the countertops
in the kitchen.

That's... that's wrong.

- Okay.
- Um, so trash.

Uh, the salt and pepper, I guess,

we can save for another guest.

So, if you find something in the cabins...

uh, we do have a lost and found.

I mean, if it was, you know,
an iPhone or...

- something of value.
- Absolutely.

I found a s'more kit with, you know,

two bags of graham crackers,
two bags of marshmallows,

and it went straight to my kids.

Okay.

So there are some perks at times.

- You have kids, then, huh?
- I have three.

Oh, whoa.

I don't get a lot of downtime.

How long have you been married?

Uh, I just had my two-year anniversary.

- Oh, congratulations.
- Thank you.

We're still in our "young family" stage.

- Uh-huh.
- So we're running out of time.

We got people coming to check in
in about an hour.

So we'll shoot on over.
You got your radio?

- I do. It's in my pocket.
- Uh-oh.

Radio malfunction.

One of the key values that I learned

by being a boy scout is to be prepared.

And as I watched Nathan in action today,

he was always going off
for additional supplies.

He was always leaving
or going back to the cart.

And the housekeeping
supply area is a distance away.

So you think about the time that's taken...

We've got a lot of work to do.

This is the glamour tent.

And if you want to go ahead
and do the bed,

I'll come back with some sheets.

- Okay.
- All right.

I'll be back in about ten minutes.

No worries.

Today with Nathan was educational.

My principles are,
do a job right the first time.

And I wasn't allowed to do that today.

And Nathan... he was short of supplies.

- He didn't have 'em with him.
- How we doing?

Got this folded.

This one is actually a throw blanket.

- Oh, okay.
- So I'll run back over,

and I will grab a spread.

I didn't notice when I was in here before.

We need to whip the housekeeping program

into shape up here.

Coming into this undercover journey,

I knew I would gain additional insights

about K.O.A. from both
our guests and employees.

After meeting Sadie and Nathan,

it's become clear to me
that we have some work to do.

I hope in my next job that I'll learn more

about what we can do to help
our employees with their jobs.

And look, I always have said that

in the race for excellence

or the race for great service,
there is no finish line.

We will always have work to do.

That's what you have to do
in the hospitality business.

Coming up,
the boss gets "diggy" with it.

- You sure you want to do this?
- Come on, man.

I don't want to break anything.

Chicken ain't nothing but a bird, Tim.

- We got to learn this stuff.
- Okay.

- Whoa.
- Okay.

And later,
Jim hears the hard truth.

You don't care about these people.

You're just caring about, "hey, are we..."

- "how much money are we making?"
- Wow.

Today we're at the Williams K.O.A.

in Northern Arizona.

We're very close to The Grand Canyon.

Howdy, prospector.

So this location
is more of an on-the-way K.O.A.

It's an overnight park.

And so there's that continual
churn there in the season.

There's always an international crowd.

There's always
people visiting from all over.

- Hello.
- Hello.

I'm looking, uh, for the owners.

- All right, I'll get her.
- Thank you.

Hey, mom?

The owners here
at the Williams K.O.A. are new.

It's a mom-and-pop operation,
as we might say.

They've been here a year.

The best thing that I could see today

is a new owner that is eager
to improve the business.

You hate to come in to a situation

where they haven't got the spirit

of, uh, wanting to take on the challenge.

- Good morning.
- Good morning.

- How are you?
- I'm Tim Bickford.

- Hi. Nice to meet you.
- And what's your name?

I'm Lori. This is my daughter Madison.

Hi. Nice to meet you.

Oh. You're part of the family too?

- Yes.
- This is my 14-year-old.

Nice to meet you, Madison.

All right. I have my radio.

Need me, call me.

All right. Have you ever
drove a golf cart?

Uh, a long time ago.

All right, well,
it's automatic. It's simple.

We're gonna go find Bruce,
so we're gonna go straight.

- Who's Bruce?
- Bruce is my husband.

And he handles everything on the outside.

Okay, so all you have to do is turn it on.

Just turn it on... ooh.

You don't need that.

Okay. All right.

Hit the gas. You're good to go.

It's always nice when
you're going past a camper

- just to say hi.
- Hi.

Hi, guys. How are you today?

Hi, guys.

Hello, puppies.

Hi, puppies.

I mean, did you just decide
to jump into camping?

This job is not for the weak
or the faint at heart.

If you would've asked us last season,

we would've sold it for a dollar.

That's how stressful it was.

Digging out sewer lines, cleaning toilets,

cleaning up throw-up.

Sometimes little kids lose it
in the swimming pool.

The perception of running a campground

is it's really easy.

You just collect money, and, you know,

you take the rest of the day off.

But when they're working,

they're working 12 to 14 hours
a day, 7 days a week.

It's... it's all-in.

All right, well, let's go,
and I'll introduce you to Bruce.

- Okay.
- And if we need to...

Oh, you hit the... you got to watch

the buttons there, bud.

All right. Pull it towards you.

Oh, there you go. All right.

- This is my husband, Bruce.
- Hello, Tim.

How you doing, Tim? Tim. Nice to meet you.

- Nice to meet you, sir.
- All right, Tim.

- Good luck to you.
- Thank you very much.

- I appreciate it.
- You guys have fun.

When Tim first walked up,

I'm thinking, "oh, he looks like
an office worker,"

"maybe a pencil-neck geek."

"He's been indoors most of his life."

He's definitely in for a rude awakening,

being in this lifestyle.

So what's next?

Tearing down a beetle-infested tree.

A tree, huh?

I don't get to ride
in a tractor very often.

Crash course in tractorin'.

Biggest thing, don't run the campers over.

80 is checking out.

Since we purchased this K.O.A. a year ago,

we've added a large playground,

we've added an extra cabin up there.

So we're up to, like, 20 cabins now.

I plan on putting
a go-kart track right here.

You got a lot of plans.

That could be seen
from the road... that'll be good.

That's why it's going right there.

It's a never-ending job.

There's always improvements to be made.

We're just gonna dig in here,
break all these roots,

and we'll just tip the tree over.

What I'm gonna do
is I'm gonna give you a shot

at the controls, see how you do.

Okay.

So away from you is out,
towards you is digging.

Away from you, towards you.

I'll trade places with you.

Oh, boy.

Tim's got to throw out
the accounting books

and get out in the field and get dirty.

It's part of owning a campground.

- You sure you want to do this?
- Come on, man.

I don't want to break anything.

Chicken ain't nothing but a bird, Tim.

- We got to learn this stuff.
- Okay.

Here we go.

See, this is the fun part of the camp.

Yeah.

Now the two left ones,
pull it towards you.

Okay, now the one with the switch, up.

I got something... I got something there.

Keep it a little bit more this way

so we don't pollute that rock next door.

This is like, uh,
the best ride at Disneyland.

I mean, it's like, "whoa."

Step on your right pedal and dump it.

Boys play with those kinds of things,

but to actually sit in one
and move the handle

and watch the thing go
and dig, actually dig,

it's a boy's dream.

We'll get it to stop a couple times.

Well, you're a natural.

All right, I'll trade you spots.

- Okay. Thank you.
- You bet.

All right. Let's just
push this baby over now.

That was cool.

That's good enough.

We'll do the rest with a chainsaw.

What kind of hours you work
as an accountant?

You know, I'm about a 40- or 50-hour.

- 40 or 50 hours a week?
- Yeah.

Well, that's about
half a week around here.

That's the hardest part with my kids,

'cause we're used
to going away in the summer

and boatin' and stuff,
and I feel like we ignore 'em

and don't get to have the fun
we used to have.

Where would you go?

Lake Powell. Go boatin'.

- Oh, just go have fun?
- Yeah.

Oh, last year was tough...
last year I wondered if this was

the dumbest thing I ever done in my life.

It's a hands-on job,

and you got to strive to make it better.

I mean, a lot of people
fall into the routine

that... that putt-putt golf right there

is good enough, for example.

To me, that putt-putt golf sucks.

As soon as we get time,
we'll start at the shack,

move our way over,

and there'll be a nice
18-hole golf course there.

Bruce is a get-it-done guy.

I think he'll build the golf course.

I think he'll build the go-kart track.

It's gonna be on the front
of their property.

It's gonna send the message

to all those thousands of people
that are driving by,

"this is a fun place."

Until we're the best
K.O.A. in the United States,

- I won't be happy.
- Really?

I'll go to my grave trying.

Well, you have a good vision.
You have a good goal.

I would say that both Lori and Bruce

have the spirit of operation,
and they're willing to learn.

This is a partnership.

We call them franchisee partners.

And I think we have things
that we can do for 'em

to help them be successful
and build a great brand.

You know how to do it.

I tell you what, at this point,

you've had the ability
to get your feet wet

a lot more in the campground business

than I did when I started.

Today I'm at the Santa Cruz K.O.A.,

and I'm gonna be working
with guest services.

The responsibility of guest service

is not limited to one job.

Every day there's a different list

of things that need to be done
on a campground,

whether it's, uh, carpentry,
whether it's electric,

you know, whether it's plumbing.

- Good morning.
- Good morning.

- How are you today?
- I am good.

And I am looking for Paul.

Okay, and you are?

- Tim Bickford.
- Hi, Tim.

- My name is Shawn.
- Nice to meet you.

Let me just give Paul a call,

and I'll have him meet you
right down here.

- Thank you very much.
- All right.

This is a flagship K.O.A.

and it runs a very high occupancy

throughout the summer.

I am looking forward
to doing some dirty work today.

All right, well, here's Paul.

Oh, hi. I'm Tim.

Tim, pleasure to meet you, Tim.

My name's Paul. I'm Shawn's husband.

- Oh, really?
- Yes.

We're a husband-and-wife team, so...

- Oh, nice connection.
- My first thought was...

"He looked like he just stepped
out of the accounting office."

He had the parted hair.

Yeah, the hair kills me, yeah.

You know, I don't like judging people,

you know, by their physical appearance.

But, uh, if I was picking teams

for a pickup football game,
I would not pick Tim.

All right, we're off.

We're gonna head up here.

That's where our lodges are located.

We do curbside pickup.

- I'll get these items here.
- Nice.

And we just throw 'em
in the back of our wagon here.

Now, you see, we got
a little cleaning to do here.

- Now, what you're gonna do...
- Okay.

Use that metal thing
to scrape off that down there.

Okay. Yep, yep.

- All right. Flip it over.
- Okay.

You want to use the wire brush.

Okay.

So how often would you do
this kind of thing?

- Would you scrape this every day?
- Every checkout.

No matter what your duty is

in this campground,
it's all about the guests,

especially those right there... the kids.

Hi, guys. You having fun?

That's what we want to hear.

The results show in the guest reviews.

We get some really good reviews here.

Oh, you'll have to tell me about that.

This campground, for the first time ever,

last year received

what they call the Founder's Award.

The Founder's Award
is our top award in the system.

Only about 10% of our campgrounds

qualify with their guests
for that special award.

Hi, folks. How you doing?

- Hi, Joanna.
- Hi!

How are you?

Doing good. Thank you.

Those guys checked it.
It's clean and ready.

- Front desk to guest services.
- Go ahead, front desk.

Could I please have four bags of ice

delivered to site 163?

All right, we're gonna head
down to the store.

Boy, you're in very good shape.

All right. As you see, that's 162.

Here's 163.

Hi. How are you, sir?

- Good. How are you?
- Doing good.

We got four bags of ice here for you.

Where would you like that?

- Uh, just set it...
- Set it on the table?

Very good.

Appreciate you bringing it to us.

Oh. Well, just so you know,

any tips that we get,

we'll put it into the care camp fund.

I don't know if you're familiar
with K.O.A. Care Camping at all.

- No.
- K.O.A. sponsors

campgrounds that are strictly
for kids with cancer.

- Oh, okay.
- So that's where

your money's going, just so you know.

You enjoy the rest of your stay, okay?

Take care. Thanks, guys.

The kids thank you as well.

- What a nice program.
- Awesome program.

You see those things on TV all the time.

So how did you find this job?

After our kids graduated high school,

we started looking
into what we wanted to do

with our lives.

Before that, I worked
at a meatpacking plant

for about 15 years.

Then for about four years, I worked

at a circuit board manufacturing plant.

I wish I'd have known
about this work many years ago.

I'd have started much sooner.

Okay. All right, Tim.

Welcome to my wife Shawn and I's home.

Get a drink of water for you.
Are you thirsty?

- Sure, I am thirsty.
- All right.

My wife and I sold our house in 2005

when our two sons graduated high school.

My mother had cancer
in her lungs, stage four.

We moved in with ma,

and we were her permanent
live-in caregivers

24 hours a day, 7 days a week
for 10 months...

the last 10 months of her life.

My mother always taught me,

"make sure money is low
on your priority list."

Her point was, "make sure
the other things in life..."

"family, friends, the enjoyment you get"

"out of what you do for a living..."

"are high on your priority list."

Paul just shared with me
his whole philosophy of life,

from his parents' death

to the values that they imparted upon him.

He has that sort of attitude
that the world needs more of.

And being sure that you're taking care

of the ones that you love
and having the family,

this is what we talk about...
genuine engagement.

You know, if your goal

is to operate a campground, do me a favor.

Any employees that you have,

if they are performing well,
show your appreciation to 'em.

K.O.A. was having
their annual meetings here.

So all these people who are in charge,

none of them came around
to shake our hands

or say, you know, "hey, what a great job"

"you guys did last year."

- Wow.
- That's all it takes.

All I ask is that people
out there who own campgrounds

realize what these folks
have given up to work for you.

Like with us specifically,
we're from Pennsylvania.

We have two granddaughters.

We've only seen the granddaughters once

since we've left Pennsylvania.

Uh...

Sorry.

Get a little... I get a little emotional.

I'm frustrated that a guy
that loves this this much...

and the fact that we had take the time

to visit with the folks
that made it happen.

Next stop... trash dumpster.

These are the little things

that are gonna make a difference
in our business.

We have some work to do, you know,

to be sure that they feel

that they've been recognized
for what they've accomplished.

You know the hardest part about this job?

It's knowing that that beach
is right down there right now,

and I could be on a surfboard.

Being undercover has put me through

emotional gymnastics
that I did not anticipate.

Good-bye, Tim.

We use the word genuine engagement

in our mission statement.

I've learned this week
a little more what that means.

I personally am gonna take away

the sensitivity that
has been heightened being Tim.

I need to provide more time to listen.

The Jim is back.

It used to be you say that you
were an eagle scout, you know?

No. I am an eagle scout.

It's not something I did,
you know, three years ago.

It's something that I am now.

I want to be sure that I leave
K.O.A. better than I found it.

And that means continually
finding ways to improve,

to do whatever it takes

to make the people of K.O.A.
successful in what they do.

Coming up...

The employees think
they're coming to give feedback

on whether or not Tim deserves
his own campground.

I got the impression he's probably

better in the office than he is
out in the field right now.

How will they react
when they find out

that Tim is really Jim?

I'm the chairman and C.E.O.
of Kampgrounds of America.

We brought the people that I worked with

to Sedona, Arizona,

because it is just the perfect place

to talk about the future of K.O.A.

The people I worked with
think they're going to meet

with an angel investor to give feedback

on my performance.

They have no idea
why they are really here.

Good afternoon.

- Nice to meet you. Nathan.
- Nice to meet you.

Well, I understand
you've, uh, spent some time

with a individual that's seeking
some of my investment.

Yes.

Tim.

That's correct.

I got the impression he's probably

better in the office than he is
out in the field right now.

Okay.

I have to be honest,
you look very familiar to me.

Why... why's that?

You look a little bit like Tim.

You could be brothers, I'm not sure.

I'm the chairman and C.E.O.
of Kampgrounds of America.

I'm Jim Rogers, and I was Tim.

Okay.

What's... what's going on?

You're on Undercover Boss.

- Are you serious?
- That's what we're at.

Oh, my God.

I'm just... I'm in shock right now.

I had no idea. I just...

I knew something was weird
about the whole thing.

Oh.

- Is that a fact?
- Yep.

You're kidding.

No, I'm not.

Okay.

Paul, I wanted
to say thank you personally.

I appreciate all that you do every day.

And I know our guests do to,

because they're the ones that decided that

that founder's award ought to be yours.

We just do what we can for the guests.

We love the guests.

Well, we... we love you too, okay?

I wish I could box you up

and send you all over the system.

But, you know, the time that we sat

and you talked to me
about these K.O.A. Care Camps

that help support camps
for kids with cancer...

and I want to make a $50,000 contribution

to care camps this year in your name.

That's fantastic.

I'm gonna give you a tip.

Yeah, a $50,000 tip, right?

Yeah, it's going in the jar.

It's... it's an honor.

It is definitely an honor.

And, you know, I got to tour your home.

Yeah, it's our home.

I'd like to give you $10,000

to help you fix up
whatever you want to work on,

you name it.

Thank you.

Your grandchildren...

It's really important that you and Shawn

get back to see your
grandchildren in Pennsylvania.

So I want to give you another $10,000

to make that trip possible.

Thank you.

Thank you. I thank you so much.

You don't know how much this means.

Thank you so much.

You are so welcome.

What Jim's done for us
is just amazing, spectacular.

It's really true when
you put your heart and soul

into something...

It does come back to you.

It truly does.

We're on Undercover Boss.

Are we really?

He's giving us $10,000

so we can go home and see the girls.

Aw.

Oh.

Aw.

We're going to see the kids.

Aw.

Nathan, I spent a little time

watching you as a housekeeper.

When I worked with you,
I saw chaos in the housekeeping.

You know, you were running back
and forth to pick up things.

You're using different chemicals,

you know, across the board.

And it just seemed like that, uh,

there's probably
a more efficient way to do that.

So I'm gonna make arrangements

to send you up to our training grounds.

You know, we have
our company-owned properties

where they're training
new kind of concepts.

One of the things we're working
really hard on is housekeeping.

And, uh, I want to be sure

I take care of your costs of your trip

and, uh, pay you while you're there.

Oh.

And hopefully you'll
come back with some new ideas

and maybe give us a few.

If you're willing. Are you okay with that?

- That'd be outstanding.
- Oh, great, great.

You know, you got me on that zip-line.

You probably don't know this,
but I have a fear of heights.

And I was scared to death
to jump off that board.

You pushed me.

I want to give you 5,000 bucks.

And I want you to take your family

to a theme park that has thrill rides.

- Are you serious?
- I'm serious.

Wow. Thank you.

- Oh, thank you.
- That's really a big deal.

I had no idea that I was getting duped

by my undercover boss.

Hopefully I can give him
some good feedback,

and maybe I'll learn something myself.

Bruce, Lori, you are two
precious franchisees, you know?

You guys are... you are so hardworking.,

and the only way I could get out

and get to know great employees like you

was to do it undercover.

I love that button-up shirt,
all the way to the top.

All's you needed was a pocket liner,

and you'd be the professional geek.

Looking at you and all the ideas you have,

I think the accommodation side
of your business is gonna grow.

I think there's real opportunity there.

And so I want to give you $25,000

to buy another deluxe cabin.

- Oh, my God.
- Holy cow.

This is the craziest thing ever.

Well, if you're gonna be the best K.O.A.

in the system, you're gonna have to...

Yes, thank you so much.

I am just in awe here.
Best news I've ever had.

You both are very hardworking owners.

And it's true of most couples

that are working like this, entrepreneurs,

but you don't get enough time away.

And I think you mentioned Lake Powell.

And so I... I want to give you

$10,000 for a vacation at Lake Powell.

I want you to go down there

and rent a high-end houseboat
and bring the whole family.

- Would you enjoy that?
- Oh, I'd go crazy on that.

- Would you?
- This is fantastic.

Thank you so much.

Well, thank you for what you did for Tim.

Thank you for what you do for K.O.A.

and, uh, I look forward
to watching you grow.

- New cabin.
- We appreciate that.

It makes it worth it. It makes...

it's just worth everything
that we have done.

We won't stop until
that's the best K.O.A. around.

I guarantee you.

Sadie, you obviously
expressed great pleasure

- in what you do.
- I love it out there, yeah.

I know that you're frustrated
by some of the things

- you're seeing in our system.
- Yeah. Oh, yeah.

It's been a bit of a pill sometimes.

I can assure you that
we are making improvements.

We are building proprietary software

that only K.O.A. will have.

And we'd love to get to it
as quickly as you would.

You touched on a subject
that was, you know,

- fitness related and skin care.
- Yeah.

I'd like to create a task force at K.O.A.

that pursues that opportunity
of developing

those kinds of locations,
those kinds of facilities

throughout K.O.A.

And I'd like you to help us do that.

- Are you willing to do that?
- Yeah, for sure. Definitely.

When we were out on the boat,

it was very clear to me that you had

a family that you would love to share,

you know, some of your joy of the water.

I'd like to give you 5,000 bucks

to get your family to come spend a week

and let them just enjoy
and see what you love so much.

- My family?
- Your whole family.

So wait. You're paying for my whole family

to come to the K.O.A.
and just have a day of...

No, gonna have a week.

A week?

We'll put 'em in the deluxe cabins.

We'll feed 'em.
We'll just... we'll treat 'em...

you know, first-class guests.

And, you know, we'll get you off that week

and be sure that everybody
has a great time.

I don't know if I'll be able
to get off work

for a whole week... in the summer?

Let me figure it out. I'm the boss.

- Okay. All right.
- Okay?

And you talked about school.

I'm gonna give you $50,000

to cover the various things

that you want to accomplish now
and in life.

- Me?
- You.

Really?

- Are you serious?
- I am.

To do what? For my schooling and...

Everything.

Can I have a hug?

Well, sure.

I'm speechless.

I'm speechless.
I don't even know what to say.

I don't even know what to think.

I just...

I'm just so happy.

I'm on top of the world. This is amazing.

I'm proud of the people
that I met this week.

I'm honored to be
in the position that I am.

I'm extremely proud to be

the chairman and C.E.O.
of Kampgrounds of America.

I felt that when I arrived,
it was a good company.

I wanted to make it great.

My mom and dad always said

I got to leave the campsite
better than I found it.

I think about that every day,

because at the end of the day,
I want to do my best.

And I want to do a good turn daily.

And this week has helped me do that.

We use the word "genuine engagement"

in our mission statement,

genuine engagement with our guests.

I've learned this week it's better for me

to go spend intense time

with a small number of employees

than to try to speak to 250
at a big meeting.

And I think that if we can think
that way as individuals,

not only is our company gonna do well,

but so is our country.

Sync and corrections by atrn97g
for www.addic7ed.com