All language subtitles for Undercover.Boss.US.S07E08.HDTV.x264-ALTEREGO

Tonight on "Undercover Boss,"

Greg Adler, CEO of off road
accessory empire 4 Wheel Parts

goes undercover
in his own company.

- Hey, guys.
- Oh, my gosh.

By joining his employees
on the front lines...

- I see you're sweating.
- Whoo.

This truck titan meets

the people who keep his company
on the right track.

Why'd you make that
look so easy?

This is your invoice number.
Make sure all this matches.

- Uh-oh.
- It just went off.

Oh, my goodness.

Along the way, the boss
will hit a few potholes.

Warranties suck.

Any time a warranty ticket comes
in, everybody's like, "Oh."

And what will happen
when one employee

threatens to blow his cover?

Find out next
on "Undercover Boss."

Headquartered
in Southern California,

the heart of American off-road
adventure and motor sports,

4 Wheel Parts is the nation's
largest distributor

of truck and jeep
performance parts.

With more than 70 locations,
1,600 employees,

and 700 million in revenue,

this high-octane company
has been outfitting off-roaders

since 1961.

Keeping his foot
on the accelerator

and his eyes
on the finish line,

is one man.

My name is Greg Adler, and I'm
the CEO of 4 Wheel Parts.

I'm not the typical CEO.

I'm coming to you from the
show room, not the board room.

I'm not just selling
truck and jeep parts.

I race off-road.

Greg Adler, everybody.

For me, getting behind
the wheel of that race truck,

it doesn't get better than that.

4 Wheel Parts is a giant
toy store for trucks and jeeps.

You know, our culture
just wants to go outdoors,

wants to drive
a big pickup truck.

I mean, I love to be able
to go off-road,

hanging out with friends,
hanging out with family.

We're driving
in the river!

Whoa!

To me it's Americana,
and we're serving it up.

It was my grandfather
that started the business,

and my dad came in as
the first full-time employee

and really built the business.

I can remember fighting
with my brother to see

who was going to be able to go
to work with Dad on Saturday.

It was just cool.

It's trucks and jeeps

and what kid
doesn't like trucks and jeeps?

So this company
was just in my blood.

I was born into this company.

My dad was a passionate,
fiery entrepreneur.

We called him
Hurricane George.

When my dad
would go into a store,

he left some destruction
in his wake.

And, you know,
family businesses in general

can be pretty challenging.

My brother Kevin
is two years older than me.

Kevin was a bit
of a black sheep.

He didn't finish high school.

He was constantly
challenging my parents.

Alcohol, drugs, other things

that made for poor choices
in his life,

and it was incredibly painful
for our family.

You know, my dad tried
to find positions for him,

but because of those issues,

it wasn't a situation

where Kevin was going to
stick in the business, really.

Looking back on it, although it
didn't feel like it at the time,

he was blazing a trail for me
to go down a different path.

So, I went to ASU,
had a great time there,

I remember at least
one of the four years.

Uh, a little bit of a blur
here and there, but my focus,

my dad encouraged me
to get a degree in accounting.

After a couple years
of accounting,

I was able to
come into the company

in a position
as a store operations manager

and never really
looked back from that.

I was able to go
from 14 stores when I started

to almost 40 stores
in the next eight years.

In 2005, my dad retired,

so it was
a great opportunity

for him to sell the business
and for me to stay on as CEO.

2007, we were booming.

We had our best year ever.

We were opening stores
like wildfire

and then... it stopped.

During 2008 and 2009,

we went from growth mode
to survival mode.

We had grown
to almost 1,600 employees,

and we just couldn't
afford them.

I had to let go of
over 30, 40% of our headcount.

We consolidated
a lot of our inventories.

We closed down a couple
of distribution centers

and it was painful,

but I did it
to keep the company alive.

I didn't want to be
the captain on the ship

when this company sank.

That's not what
I was born and bred to do.

So all this inventory right here
is getting ready to go

to Texas distribution center.

We had to slim down,
and so we still

tried to manage the business
with that mindset.

- Efficiency back here close to 100%?
- Yeah, efficiency's up.

And today, we're on
a terrific growth rate.

We are just now getting back
to 1,600 employees.

We have over 70 stores,

and we're doing $700 million
in sales.

I have us focused on
a five-year plan

to grow from 70 stores
to 100 stores,

and be
a billion-dollar company.

That's the target,
that's the goal,

and that's our laser focus.

- Hi, there.
- Hi, there.

So what are you thinking?

It needs to be aggressive.
It needs to be different.

All right, here we go.

I'm a numbers guy,

so I've been running the
company pretty mean and lean.

I want to go undercover
and find out, is that working?

Are we still giving
the great customer service

that's expected?

Yeah, I think we need
to keep going.

While going undercover,
I'll be posing as Rusty,

a down-on-his-luck father
from Flagstaff, Arizona.

My employees believe they will
be on a business reality show

teaching Rusty
some of the toughest jobs

in the automotive aftermarket.

Oh, yeah.

Going undercover
as a visible CEO

who's also
vertically challenged,

my disguise is going to
have to be good,

so I'm shaving my head,

wearing chops,
earrings, glasses.

If this doesn't throw
some people off the track,

I don't know what will.

And a whole different wardrobe.

So I'm definitely
out of my comfort zone.

Oh, I think I want to be
the tushy monster.

Tushy monster.

Oh, my gosh.

- Are your ears pierced?
- Hi, Lake.

Hi, Brooke-y.
Can Daddy have a hug?

No.

- Oh, my gosh.
- Oh.

- You're just pretending?
- Yeah, that's me pretending.

Doesn't look too bad.

Opening up 30 stores
in the next five years

is going to be
fast and furious.

Give Daddy a hug
and a kissy, okay?

But at the same time,

I want to try to keep that
family feel about the business

and to keep that consistency in
the operations of the company.

- Bye, guys.
- Bye.

I'm here
in Charlotte, North Carolina

at our 4 Wheel Parts store
to meet our service manager.

The service departments
in our stores

is where the rubber
really meets the road.

More than 50% of the revenues
of a retail store

travel through
the service department,

so it's critical that we have
a service manager back there

that is able to operate
a smooth and efficient shop

and do it right the first time.

How you doing?
I'm Rusty.

- Hi, I'm Jeff.
- You're coaching me, huh?

I am the service manager
here at 4 Wheel Parts.

So what we are going to
be doing today

is changing tires on this jeep.

We're going to rack it and
we're going to take them off,

we're going to mount
and balance them,

we're going to put them
back on.

- Let's get dirty.
- Let's get you suited up.

Rusty showed up in some
nice clothes that, you know,

they're going to be trashed
by the end of the day.

Got a shirt?

And a little bracelet thingy.

I hope his kids
didn't make that,

'cause those are going
to be destroyed.

So we got our impact gun.

This will remove the lug nuts.

There you go, Rusty.

There you go.

There you go.

Yep.
Just let gravity fall.

There you go.

This is the tire mounting
and dismounting machine.

So you line this up over here.

Push down on it.

Once it starts going, you move
your hand out of the way.

Put your hands right here.

Roll it up, lock it on.

Right up against the rim.

Lock it.
Tire bar.

Pull it up like that, stick your
foot on that button right there.

- Wow.
- Magic.

Now you're going to
lift the tire up,

you're going to put your bar
down, back down in there,

you're going to lift it up,

and watch yourself
'cause it's going to come down

and hit that and go this way.

All right, you ready to do one?

There's your tire.

All right, give it a shot.

All right.

Rusty seems to be picking it up quick

which makes me think he's done
something like this before.

Oh.

Oh, yeah.

Yeah.

I'm working on getting
these tires mounted,

and I see Jeff
kind of walking around

and talking to some of the
other techs, and I'm thinking,

"Man, is he going around
kind of confirming,

'Oh yeah, that's Greg Adler
right there?'"

I'm not sure
what to do right now.

I'm just kind of trying
to figure it out.

I'm just went...

Oh, yeah.

I see Jeff talking
to some of the other techs,

and he's smiling and laughing.

I'm thinking,
"Oh, man, this is not good."

I think he's figured out
who I am

and I can't have this thing
blowing up.

I need to handle this right now.

Hey, Jeff, can I go
speak to you privately?

Sure.
Absolutely.

So, uh, you didn't have
any idea or any thoughts

about who I might be?

Mr. Adler, the man.

You ever watch
"Undercover Boss"?

Ah, jeez!
You're killing me, Smalls.

So, um, are there things that
you think could be done better

in our service department?

There's always things that can be
done better, easier, you know?

Sales people want to get
as much work in here as possible

so they can get, you know,
get as much money as possible.

It's like, you've got,
you know, six 9:00 appointments

and four people working in here.

We don't have enough people
and time to do that.

Some days we work overtime.

I would love to have
my lunch every day.

Everybody up front gets
their lunches every day.

You're running...
gunning and running

from early in the morning
till late at night

and the warranty stuff.

Warranties suck.

Any time a warranty ticket comes
in, everybody's like, "Oh."

Labor didn't break.
Part broke.

Why should we replace
the broken part for free?

So, your concern
from yourself and your team,

they're not making commission
on that job

because it's not a paying job.

Right, where's the money going
that they're collecting

from the warranty stuff?

You know, yeah, they get
a free part.

What about the labor?

Jeff brought up
some of their concerns

around warranties
and others.

You know, when the mechanics are
having to fix those warranties

without any compensation
from a commission standpoint,

it's something that, you know,
I need to take a deeper look at.

How many years
have you worked for us?

It'll be, I think,
five in March.

Five in March?
You have any kids?

Three daughters,
all professional mechanics.

They can tear a car apart
in the blink of an eye.

Okay, and they're...

They're up in Raleigh.

Take 'em to the races, or...

It's been a while, you know.

Since I moved down to Charlotte,

I don't get to see 'em
as often as I used to.

All in all, I think
it's been a good day.

Not necessarily
how I thought it might go.

Last thing is, you know,
this has to stay,

you know, between you and I.

That's fine.

From what I've seen
with Jeff, he's nailing it.

He bounces around
answering questions,

making sure that the guys
are able to keep moving,

and he's doing a great job
for us.

Today I'm in
Jacksonville, Florida

at our distribution center.

This distribution center
is one of our largest

and has over $10 million
worth of inventory,

and it'll process over
$100 million worth of product

on annual basis.

I haven't been to this one
in quite some time,

so I'm interested to see how
they're handling that volume.

- Hi.
- Are you Erin?

- I'm Erin.
- Hi, Rusty.

Nice to meet you.

I am the team leader
of our shipping department.

We house any kind of
truck parts, car parts,

anything you can think of.

Today we will be doing tires
first thing this morning.

Come on.

Rusty does not look like
somebody

who would be working
in a warehouse.

He did look like he was going
to be at a country club.

He is in some nice jeans
and I'm looking, like,

"This is not going to work."

So we start with tires.
We verify 'em.

We'll load 'em
into the truck.

- Got it.
- You sure?

- I think.
- Okay.

This is our shipping system.

We ship all packages
through here.

Scan your invoice.

Okay.

This is your invoice number.

This is who it's going to.
Make sure the address matches.

This is your part number.
Your tire size.

Make sure all this matches.

Uh-oh.

- It just went off.
- Yeah.

- Did it come back on?
- No.

Does that happen often?

It happens more than we like.

And it'll be down
for five or ten minutes

and then they come up.

But it does slow you down

'cause we have to ensure
that every customer's order

does make it out the store
by 6:00.

By 6:00. Wow.

We had some slow-downs that,
you know, just wasted time.

Oh, my goodness.

And then this just makes
more stuff back up or...

Mm-hmm.

It's not the most efficient,
that's for sure.

I need to really get
to the bottom of this

and figure out
what's going on there.

Come on.
There we go.

- Let's go label your tires.
- Okay.

You want to stick your labels
on the outside of the tires.

- Like that?
- Uh-huh.

Once you label all those,

we need to start rolling them
into the truck.

Okay.

You're going to roll them
all the way to the back.

All right, just let it go?

Mm-hmm.

It's a race.

Okay, you can go ahead and start
stacking a row if you want.

Okay.

You're going to line them up
like this all the way across.

Okay.

They got AC in these trucks?

There is no AC
in this whole place.

And we go three high.

Three high?

Get my workout in today.

I have some more invoices
that I have to do.

Okay.

You keep rolling them in
and stacking.

- Everything that's there, okay.
- Yep.

It's hot in those trailers
and those tires are heavy,

and it's a workout
just getting one row done,

let alone getting up
to the top row.

Whoa.

We need to start
on our other work

because we're getting behind
on all this stuff.

- So speed up?
- Yeah.

- All right.
- Very much.

Big dog coming up.

Let's see.

Rusty is very sweaty.

He is sweating more than I think
I've seen anybody sweat in here.

I see you're sweating.

Yeah, I can imagine
you guys, you know,

being in here
in the middle of the summer.

Yes, it's very hot
in these trailers.

All right, you look like
you deserve a break,

so we're going to
take a walk outside

and we'll sit for a few minutes.

Sounds good.

Yeah, so how'd you start here?

My husband works here, George.

He, um, he started me here.

I've been here a year
and three months now.

Oh, that's awesome.

I needed the job 'cause
we just had our daughter.

Well, she's three now,
but when I started here,

she was, like,
six months old,

and we fought very hard for her.

Oh, really, what...

Oh yeah, um,
I lost three prior to her.

Oh, wow.

Yeah, all at two months,

and so she was like
our little miracle baby.

That's incredible.

Well, thank God, and she's
good and healthy and happy?

Oh, yes.
Smart as can be.

My dad died in May.

I ended up getting pregnant
the following July,

and I never could
keep one before him,

so I figured that's just...
you lose one to gain one.

But she is my world.

She keeps me going every day.

And what's your daughter's name?

- Sierra.
- Sierra?

Oh, that's cute.

I would like for us
to own our own house,

'cause she points out homes.

Every time we drive by,
"Mommy, can I be in that house?"

I'm like, "Let me
get right on that one."

Erin definitely embodies
the kind of person

that we want to see
working for the company,

and I think it's great
that her husband works here.

You know, at the end of the day,
we're a family business,

and we couldn't ask
for a better commitment

from somebody like Erin.

Well, I guess
we'll go back inside.

Coming up,
Rusty faces an uphill battle.

Why'd you make that look
so easy?

And later.

I'm calling you in
on a big favor.

I think I owe you
some favors.

The boss heals an old wound.

That was amazing.

I'm in Marietta, Georgia today,

and I'm going to be working
in the show room

with one of our salesmen.

These guys have to quickly
demonstrate our expertise,

or that customer
may go somewhere else.

This store is doing
extremely well.

In fact,
they're up almost 20%,

so I want to see
what we can learn here

and apply it to some
of our other locations.

- How's it going?
- Good, looking for Paul.

- Yes, sir.
- Rusty.

Nice to meet you.

As a sales associate,
not only am I supposed to

educate customers on
trying to build their trucks,

build their jeeps,

but we also want to make sure
this place stays clean,

because it's not
a customer that walks in.

It's our friends that walk in.

We want them to know that we're
going to take care of them.

Let's do it.
You're the coach.

Sounds good.

Just going to get
a little sweeping done.

I'm going to dust behind you.

You're a truck and jeep guy
yourself?

Um, I've got a car.

I'm kind of, if you want
to say, the oddball.

Everybody here
has a jeep at home.

So you're the oddball?
No jeep, no truck?

No, not yet.

Hey, Paul? We've only got
about ten minutes.

We've got to hurry up,
get everything finished,

mopped up and stuff.

Okay.

Before we open the doors up,
we want to get the tire display.

Just take it.

And let the tire do the work.

Why'd you make that
look so easy?

Watching Rusty put
the tires up the ladder,

it was a little entertaining.

Lot of tires.

I really hope the tire
doesn't roll back on him.

Looked pretty close
to it a few times.

There you go.

Looks good to me.

All right, if you just want to
get this one on the left side.

Well, I got to
clean up the bathrooms

and take out the trash.

How long you worked here?

I've been here about six months.

Paul is speedy.

I was having trouble
keeping up with him.

Oop.
Lost the can.

All right,
I'm slowing you down, buddy.

You're good.

Okay, the sales,
when a customer comes in.

You walk up to him.
"Hey, I'm Paul," you know?

"Hey, nice to meet you," and you
want them to feel comfortable.

Okay.

- How's it going?
- Pretty good, and you?

Not too bad.
What you got?

I'm looking for a lift kit.

Okay, what kind of vehicle
are we working on?

2015 Rubicon.

Are we trying to do,
like, road?

Pretty extreme.
Long arm, coilovers.

All right, and we're
obviously doing a mud tire.

And do you have a wheel
that you've got picked out?

- Kings.
- Kings?

So what we're gonna do is we're
going to come to King's site.

Paul is going to the
manufacturers' websites

to find parts.

So we're going to get
a part number here.

That wheel is easy
to find on 4wheelparts.com.

He would have had
a lot more information

right at his fingertips to help
with that customer transaction.

Basically what
we're going to do is

we're going to put it on ticket,

but we're going to
have to get back to you,

especially at the price on 'em.

The frustration
is that, you know,

it just was
a bad customer experience.

We don't ever want to tell
the customer to come back,

we're going to call
and get some information.

It shows that our training efforts
have got a long way to go.

Hey, Paul?

Customer's coming around
back to pick some stuff up.

Do you want to help
load 'em up real quick?

Okay, sounds good.

Here, come and help me out
real quick.

Do you have
any brother or sisters?

Anything like that?

I've got an older brother
and a younger sister.

Where's this customer
for their parts?

Uh, they might still be
working with them up front.

So you and your siblings,
were you kind of the caretaker,

or was that kind of
your brother's place?

Uh, you know, my brother's
older, so he was kind of...

he was a role model,
but not always a great one.

Mm-hmm.

He was, you know, kind of
the black sheep of the family

and you know,
he just went his own way

and did a lot of things
that, you know,

I didn't think were right.

Struggled with my parents.

So, you know, it was a lot
of tough times with that.

How about with you?

Well, I mean,
I only grew up with my mom.

My father was actually... was...

killed before I was born.

- Oh, man.
- Yep.

I mean, I've basically
been on my own since 15.

So what happened
with your mother?

She not around, or?

My mother was just...

She wasn't motivated.

I guess that would be
the best way to put it.

So I had to make sure
whatever money we did have

went to taking care
of responsibilities

and so basically there's one
last chance and she blew it,

so I haven't talked with her
in about six years.

And now she actually ended up
going into a diabetic coma,

had a stroke,

and is now hospitalized for
the rest of her life, so it's...

I guess you kind of want to
say, missed my opportunity.

You missed
the opportunity, like...

To make up.

Paul had to grow up on his own.

I give him, you know,
all the credit in the world.

Yes, we had our ups and downs.

We had our disagreements,
but she is still my mother.

You know,
he missed the opportunity

to try to make amends
with his mother.

It definitely strikes a chord.

You know,
I had a lot of challenges

growing up with my brother.

There's definitely
some wounds that, you know,

aren't totally healed.

Being here at 4 Wheel Parts,

it definitely feels like a bunch
of brothers kind of hanging out.

It's kind of become
a second home.

I'd say.

So we're going to
get it going.

- All right.
- Let's see.

Today I'm in Dallas, Texas
at one of our busier stores.

It's been recently remodeled,
and I want to understand,

what the employees'
attitudes are

and how things are working
at this facility.

After having blown
my cover in Charlotte,

I really didn't get
a good idea

of a typical day
in the service department.

So today I'm here to see

how a service technician
for the company works.

I ended up spending a fair
amount of time in Dallas,

and I simply can't pull this off
without getting my cover blown,

so I'm calling in a favor
from my older brother.

Kevin hasn't been with the
company in the last ten years.

He was getting involved
in alcohol and drugs,

so it was a big drain
in our relationship.

But after working with Paul,

I've been thinking
a lot about family,

and I want to give Kevin
a second chance.

- Hey.
- How are you?

Doing good.
Here, take a seat.

Yeah.

Calling you in
on a big favor.

Yeah, well, I think
I owe you some favors.

To say the least.

So you're going to have to
be my eyes and ears.

Looking forward to it.
A little nervous.

First off, you got a name?

Yeah, I'm going to be Stuart.
I can put these on.

Maybe put some goggles on
over 'em.

I like it.

Michael is who you're
going to be working with.

I got a little earpiece

that I'll be able
to communicate with you

through this microphone.

- Test, test.
- I hear you.

You feeling good about it?

Yeah, I just get nervous
around you more than anything.

All right.
Kick some butt.

Yep.

- Have fun.
- Yeah.

All right, Stuart's off
on his adventure.

You're going to ask
for Michael.

Hey, do you know
where I can find Michael?

That's me.

Hey, Michael, how are you doing?
I'm Stuart.

- How you doing, bud?
- Hey, nice to meet you, man.

- Nice to meet you, too.
- I'm here to learn from you.

Learn from me?
All right.

Well, I uh,
install lift kits.

First off, let's talk
about some safety stuff.

- Okay.
- Okay, we wear safety glasses.

- Okay.
- Steel-toed boots.

I've got a shirt
for you to wear.

- Okay.
- All right, doing great, Kevin.

Stuart.
Doing great, Stuart.

- You ready?
- Let's do it, let's do this.

All right, man.

We're going to do
a 3 1/2 inch kit.

Okay, all right.

Do you know much
about lift kits?

Not really.

The spring's actually
what lifts the jeep

on this particular vehicle.

Looks like a lot of work
to get in there.

- It's going to be fun.
- Let's do it.

So remember, this is
somebody else's vehicle,

and we look at it as,
you know,

we're treating it
like it's ours.

Music to my ears there, Michael.

First thing I always take off
is these shocks on the rear.

Basically pull the bullet off.

Next thing you want
to take loose,

and I'm going to let you do it.

Pull the brake line off.
You can reach it?

All right, look at there.
Professional.

Sign you up.
Give you a job.

I use my cordless drill at home.

He's playing it pretty smooth
that he's had some experience

but he's not an expert.

These are ABS lines, okay?

You're going to pull these out.

Try not to cut 'em.
Just pull 'em off.

Okay.

- Takes finesse.
- Yeah.

Easy, don't cut it.

There for a second I was like,

"Dude, don't rip
that brake line."

I got to kind of watch
this guy like a hawk

because I just don't want
to mess something up.

Ah.

Let it out.

There you go.

Those are going in the trash.

- Okay.
- All right.

What you're going to do is
you're going to come over here.

Just kind of pull down.

All right, now set it back.

Michael's doing
a great job explaining

what's getting done and why.

You got it there.

I should have ate
my Wheaties today, huh?

We both should have.

There you go.

Well, man, I noticed
that we are missing a part.

Let's go over and take a look
and see if we can find it.

What do you and your family
like to do?

Oh, man, you know.

My son works at a skating rink,
so me and my daughters,

we like to go skating
while he's working.

There you go.
Grab it and bring it down.

Right here.
Okay.

You know, I'm very proud
of my son.

He'll be graduating
this year coming up.

That's awesome.

Is he going to go to college?
What are your...

His plans were to
go to school,

but being that, you know,
it's as expensive as it is,

- It's tough.
- Yeah, it's real tough.

You know, hopefully
I'll be able to help him

because he's doing one thing
that I didn't do.

I didn't graduate.

I mean, I dropped out
in 9th grade.

What made him drop out
of school in 9th grade?

If you don't mind me asking,

what made you drop
out of school? I mean...

I knew with my dyslexia
that, you know,

I was so far behind
all the other kids

and I knew I wasn't going
to be a doctor or a lawyer,

so, I mean, I decided,
you know what,

I got to start working.

How's your dyslexia
affecting you daily?

You deal with it every day.

Right.
Does the company help?

They have a deal
on the Internet.

It's like a training thing.

Well, that wouldn't work for me

because for one, I can't
read the training deal.

They need to have a little bit
better hands-on training.

Book smart, I'm not, you know?

Physical, I can do.

Actually, Michael could do
a great job

teaching how to do
the installs.

You know, you can read
all the books in the world...

And it don't make you
a technician.

You have to take it in there and
mix and dip and try and cut it.

Yeah, Kevin's doing great.

There was a couple times where
I was about to say something

on the microphone
and he just... he nailed it.

You know, it's always been
about cars.

My dad had a shop
behind our house.

Is your father still alive?

Man, my dad's still alive.
He's not doing real good.

A couple months back
we had to move in with him

because they did
open heart surgery on him.

After the heart surgery,

he didn't bounce back
as fast as they thought

he was going to bounce back,

and the doctor
pretty much told me

just enjoy every minute
that you've got with him.

Right.

You know, tell me a little bit
more about yourself.

It's a...

Um...

It's been a rough go.

Uh, I had... you know,
my past was kind of jaded,

thought I was
king of the world

and found out that I wasn't.

- Ended up high and dry.
- Gotcha.

And took me a long time
to turn the corner.

It's taken a toll
on the family.

It's been a... a challenge,
but, you know,

it's a challenge
that I'll never give up on.

Well, you know what, man?

Family is the main priority,
you know?

All you can do now
is just look forward

and just go forward, you know?

Right.

- All righty.
- All right.

Going to shut my mouth and...

Enough said to that,

because what
we're going to do next

is you're actually going to put
the track bar bracket on.

Today was a big milestone
for Kevin and I.

I mean, for him to come in here
and help me out was huge.

It wasn't like that for
the first 40 years of my life.

Hey, Stuart.

That was amazing.

- Love you.
- Love you, too.

That was...
that was awesome.

I mean, I don't know
what to say.

I'm blown away
by what you did today.

For me, for the company,

that Grandpa started,
Dad built,

and now you've given back to
in a big way,

so I want you to be involved
in what we do going forward.

You know I'd do
anything for you.

- All right.
- And this company.

The position doesn't pay well.

I don't need pay.
I got you.

- All right, I love you.
- I love you.

My brother's given me
tons of opportunities,

but to be included in something
as monumental to this company

as it is is huge.

Get out of here,
get your flight.

- I love you.
- I love you.

- Be careful.
- See you soon.

- A couple days.
- Yep.

Thanks for that.
Thanks for doing this.

Yeah, you got it.

4 Wheel Parts is a family.

To know that there's
opportunity for Kevin

to come in
and be a part of this

and really brings it full
circle as a family business

and, you know,
makes very me proud

to call him my brother
and my friend

and, um, look forward to sharing
a lot more

memories together
in the future.

Coming up,

the employees think
they're going to decide

if Rusty deserves to win money
to start his own business.

How will they react when the
boss reveals his true identity?

You're not Rusty.

I'm Greg Adler,
CEO of 4 Wheel Parts.

Oh, my!

Oh, man.

Well, it's the end
of the journey

and this week has changed me

and the way I look at
the people in the company.

I hoped that the business
still had that family feel,

and I learned this week
that it's still there.

- Hi, Erin.
- Hi.

- How you doing?
- I'm good, how are you?

Good.
You recognize me?

- Um...
- No, I don't, really, I don't.

Well, I'm not Rusty.

You're not Rusty?

I'm Greg Adler,
CEO of 4 Wheel Parts.

Oh, man.

I don't really know
what to say.

And you're
on "Undercover Boss."

Oh, my!

- You were definitely suspicious.
- Mm-hmm.

It was like, 99% or 60...

- 110%.
- 110%. Wow.

Well, Jeff, I thought
you did a really good job.

Thank you very much.
I appreciate it.

You brought up
some issues to me

that are concerning for not
only you as a service manager

but for the techs.

Right.

Sales people want to get as much
work in here as possible.

The people up front do
get carried away sometimes.

I would love to
have my lunch every day.

Everybody up front gets
their lunches every day.

So the scheduling.

I'm implementing a new system
that's going to allow

scheduling to become
a lot more automated.

Good.
Thank you.

Talk to me about the warranty
issue you brought up.

Salespeople get paid
for selling the warranty.

Techs have to do
the work for free.

Doesn't make sense.

Well, I think you're right,

and that's why I'm committed
to making that change

and I'm committed
to paying our techs

for the warranty
work on parts

and the 300-plus techs
in our company

are going to have you to
thank for bringing that topic up

and getting it resolved.

Cool.
Thank you.

We will all be happier.

Talked a little bit
about your kids.

Mm-hmm, my daughters.

And not having the time
or opportunity

to spend quality time
with them.

You said they were car girls?

Oh, yes, they are.

They're all gear heads,
every single one of them.

Well, I'm going
to pay for a vacation

for you and your family,
a $10,000 NASCAR VIP Experience.

Thank you.

Thank you very much.
I appreciate it.

It's going to be great
to get the kids, the family,

go on this vacation together.

This is something
that I've never had,

something I've never
dreamt of having.

Thank you, sir.

It's big to know
that Greg is willing

to change the warranty issues
that we've been having.

It's wonderful.

I truly believe that
he wants to make his company

a better company for
the people that work for him.

Erin, it's fortunate
for the company

to have such a hard worker
like yourself.

I was thoroughly impressed
with you

for getting in there
and doing that job,

which almost had Rusty
at his knees

pretty early on.

We need to start
on our other work

because we're getting behind
on all this stuff.

- So speed up?
- Yeah.

What impresses me a ton

is that you've done that job.

Yes, I have.

When we were
working together, Erin,

I could just see
the pressure building

to get the products out on time
to our customers

and the computer systems
were just

making it
almost impossible.

Yeah, the computer system
needs to be better.

Well, because of you,

I'm motivated now
more than ever

to invest $10 million

to improve our computer systems

throughout all of our
distribution centers

all of our stores,

to gain the efficiencies
we need.

I'm glad I could help.

So you told me something
when I first met you.

You said you had
three miscarriages before?

Yes.
It was rough.

My wife and I went through
a miscarriage,

and my daughter
came after that.

And if my little Brooke turns
out to be anything like you,

then she'll be doing great.

Thank you.
I very much appreciate that.

What do you want next
for your family?

I would love to have
a nice and stable environment

for my daughter.

My goals are to get her
a nice, you know, home

that she knows
is her forever home

so that she can have
everything that she deserves.

And not have to worry
like we do.

I want to give you $20,000

to help you make a down payment
on a house for your family.

I didn't ever think
that day would come.

Thank you.
I'm very, very grateful.

Can I give you a hug?

Oh, absolutely.

I'm very much in shock.

Never in this lifetime
did I think anything like this

would ever happen to me.

My little girl
will be very excited,

and she will be very excited
to go pick out her home.

Michael.
You met with Stuart.

Yes, I did.

Well, Stuart is actually
my brother, Kevin Adler.

Really?

And working with Kevin
really showed, you know,

a passion
for what you were doing.

Well, I appreciate it.
Thank you very much.

Means a lot coming from you.

Well, I know there was
discussion with Stuart

about some of the challenges
in training.

They have a deal
on the Internet.

It's like a training thing.

That wouldn't work for me,
because for one,

I can't read the training deal.

They need to have a little bit
better hands-on training.

You're absolutely right,

and my focus now is to really
develop a training program

that's really going to
be effective.

That's a commitment
over $400,000.

Oh, man.

And I'd like you to be
part of that team

helping to make sure that
the training we're providing

is hitting the mark.

Oh, man, I'd love to do it.
That'd be awesome.

Where did you learn
to start wrenching?

My dad.

What's going on
with your dad?

A couple years back
had a heart surgery,

and the doctors told him that
his heart's only functioning

at 15%.

We recently had to move in
with him to try to help him out.

Well, let me give you $10,000 to
help you get out of that hole.

That really means a lot.

Thank you very much.

And I also want to
put together a crisis fund,

and I'm going to
invest $25,000

from the company

and $25,000 of my own money.

Have that fund be there for
people when they're in need.

Oh, that's awesome.

I know I'm not the only one in
the same position that I'm in.

I know other people
have the same things

going on with them, too.

You know,
family's so important

and sounds like you've got
a tight bond with your family.

You've got something to
celebrate with your son.

Yes, I do.

What are your goals
for your son?

I love him and I want him
to go to school

and get a good education.

Well, I'm going to start
a scholarship fund

for all employees of $50,000

and I'll commit $25,000
of my own money

and $25,000 from the company.

And I want your son
to be the first recipient.

It's like a dream,
to be honest with you.

This is a dream.
That would be awesome.

Yeah, that'd be cool.

Because of, you know,
the things

that you've shown me,

I want you to take
your family on vacation

anywhere you want to go.

I'm going to put up ten grand
to make sure it's a good one.

I want to go
where my dad wants.

I want to be able
to take him, though.

Colorado.

He wanted to live there
his whole life

and never was able to

move there
or nothing like that.

So...

Thank you.

You don't know how much
that means to me.

Pretty much everything
that I do, I do for my family.

I do what my dad did
for his family.

He took care of us.

He made me the man
that I am today.

Thank you, Tim.
Thank you.

To be able to actually
take my dad somewhere

that was his dream place
to live,

you know I want to get
to see a smile on his face.

This is a big deal.

This is for him.
This is for my father.

Paul, it was quite an experience
spending time with you.

You know, you talked about

making the customers
your friends.

You know, I was really
impressed with that.

You know, then when we started
to get into, you know,

really the heart
of dealing with customers,

I saw that product knowledge
was really not there yet.

Do you have a wheel that
you've got picked out, or?

Kings.

Basically what we're
going to do

is we're going to
put it on ticket,

but we're going to have to
get back to you,

especially on the price
on 'em.

This isn't your fault.

I can't expect
that someone who's been

with the company
for six months

in a sales position

is going to know
what a lot of our guys

who've been there
for years know.

I definitely want to learn
as much as I can.

My focus now is

to really develop
a sales training program,

and I want to
enlist your help.

Definitely.

And I want to mentor you
through your career.

I think we can make
a pretty good team.

Let's do it.

If you stick with me
for a year,

I'm going to pay you $10,000
to help you out.

All right?

Wow.
That'd be awesome.

Thank you.

I want to do something
special for you.

I want to give you a jeep
that you can call your own,

and you can build it your own
and you can learn about it.

Oh, wow.

I've never had somebody
go that far out for me.

Thank you.

Go check out your new wheels.

- All right, buddy.
- Thank you.

Go hop in that jeep
and have some fun.

All right.

Oh, wow.

So this is all mine?

Being with an awesome company
like 4 Wheel Parts,

but also being able to
work with the CEO,

this is definitely
going to change my life.

There's three miles
on this thing.

Very thankful.

I'm happy to be home.

Home is definitely
4 Wheel Parts.

Sync and corrections by explosiveskull
www.addic7ed.com