All language subtitles for Undercover.boss.S03E07.2HD.English-WWW.MY-SUBS.CO

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[Rock music]

Male announcer:
This week on Undercover Boss...

the CEO of Oriental Trading Company,

a company celebrating 75 years of fun

as a supplier of toys and party items,

poses as a failed Internet entrepreneur

looking for a second chance.

- I'm Dave, nice to meet you.
- What's up, how you doing?

All right, welcome to the dungeon.

[Metal slamming]

Announcer:
By working on the front lines...

- You got one more in there.
- Uh, oh.

Announcer: ...he'll feel the heat rising.

- I'm working up a sweat here.
- Yes, indeed, it's hot.

Yeah, absolutely horrible.

Announcer: How will the boss
react when he hears complaints

from every single employee?

Why don't one of these big-wig guys

work with us in the warehouse

and see if they can
maintain the same pace?

Yeah.

Announcer:
By working side-by-side with them...

'Cause I came up with a suggestion once,

and never heard back anything on it.

What?

Announcer:
...he'll find out, there's not a lot of fun

for his workers.

Anyone that says they do want to work here

is out of their mind.

Undercover Boss 3x07 - Oriental Trading Company
Original air date March 9, 2012

Sync and corrected by atrn97g
www.MY-SUBS.com

♪

Announcer:
Headquartered in Omaha, Nebraska,

Oriental Trading Company
is the nation's largest retailer

of novelties, small toys, and party items.

It offers more than 30,000 products,

via three websites,

and employs more than 2,000 people.

Your package will be received
in the next three to four weeks.

Announcer:
Leading this $1/2 billion a year business

is one man.

arts and crafts, toys
and novelties, school supplies,

and home decor.

At Oriental Trading,
our mission is to make it easy

and affordable for everyone
to celebrate, have fun,

and express creativity
throughout their lifetime.

Oriental Trading has been
making the world more fun

for over 80 years.

It started out here in Omaha,
selling to the carnival trade.

Oriental Trading has
evolved through the years.

It started as a family business,
and now we're

a privately-held institution.

And with the Internet, e-commerce being

65% of our revenue.

So I was born in Yonkers, New York.

When I was eight years old,
my family was traveling

to Los Angeles, our car
was hit by a drunk driver,

and my dad was killed.

It was something that nobody
expects to have to go through.

My dad was 33 years old,
and it was very tough.

My mom, she was a stay-at-home mom, um,

before my dad passed away.

All of a sudden, now having
to raise four boys on her own,

four young boys,

my mom knew she had to support the family.

My mom passed away last year.
She, um, fought valiantly,

um, but lost her bout with cancer.

It's always tough to lose a parent,

but she lived such a wonderful life.

One of the key things
I learned from my mom

was the impact that we can
have on people for good,

and every single day
trying to do something

for somebody to make them feel better.

So that's the kind
of legacy that my mom left,

for me and my wife and for our daughters.

And so my family was very excited to have

the opportunity to come
to Omaha, and for me

to work at Oriental Trading.

They love the product.
They love the idea that we make

people's lives more fun.

So I started with Oriental
Trading Company in May 2008.

Hey, good morning Pam.

- Good morning, how are you?
- I'm doing well.

And as we all know, October 2008
is when the markets crashed,

and we had to go through
some tough decisions,

and met with employees
face-to-face to tell them

that we were going to have
to go through a downsize,

and the first in our history.

I got emails from employees
that, um, we had to, um, let go.

And so I made it a priority
that I was going to communicate

with our employees.

We have several things that
we do to make the employee

experience fun here at Oriental Trading.

I'm in the warehouse,
presenting to our employees

every three months, when I have
our quarterly meeting.

So I've kept them informed.

And then we'll do an annual summer event,

every summer for employees
and their families

where we all come together,

and that's one of the most
popular things that we do.

I feel like I've worked hard
in my business career

and have advanced
to the position I have today.

[Screams] Dad!

Yes, it affords myself
and my family, you know,

- some nice things.
- Oh!

We have a house like that
because we like to have parties

and we like to have fun.

[Piano playing] All:
♪ I have a family ♪

♪ here on earth ♪

I'm married to my wonderful wife Stephanie,

we've been married for 23 years.

We have three daughters.
Our oldest is just turning 16,

and then our second daughter is 12,

and our youngest daughter is 8.

[All singing]
Oops, daddy's messing up.

All right, we'll start over again.

Having Sam gone for the week
will be an adjustment

especially for my oldest daughter,

because he helps her quite a bit

with her math homework every night.

- The difference of two cubes?
- Yup.

Next week, Ashton turns 16,
it's her sweet sixteen,

so that's a big birthday,

and I won't be there.

And I can't remember a single time

when I wasn't there for
one of my kids' birthdays.

So that's tough.

So what do you guys think of my rental car?

[All laughing]
Oh, my gosh, that's your car?

- It's a rental.
- Oh, my gosh.

Well, daddy's going undercover,

and I have to make sure
nobody recognizes me.

I'm choosing to go undercover
because at Oriental Trading

we make the world more fun.
And I want to make sure

this message of selling fun
is really making its way

all the way down to our
front-line employees.

[Car horn]

While undercover I'll be posing
as Dave Barton,

a failed Internet entrepreneur.

My employees will be told that
this is a reality show

that gives failed
entrepreneurs a second chance

at starting a new business.

So for my disguise

I'm going to dye my hair
dark brown, slick it back,

I'm going to get extensions,
grew out my beard,

dye my beard brown, and have a retainer.

[Laughs]
Oh, boy.

This week while I'm undercover,

I'll be staying at the same hotel.

- Hi, my name is Dave Barton.
- Mr. Barton.

We don't have stores
all around the country

that I have to travel to.

Everything that we do is here in Omaha.

Tonight I'm going
to be working a night shift.

Well I'm nervous that
I'm going to get recognized,

but hopefully the disguise works.

Meet Dave Barton.
[Laughs]

I'm at a fulfillment center in Omaha.

This is where we pick, pack, and
ship our customers' orders.

It's critical that every item
of the order is 100% accurate.

Excuse me, I'm looking for Troy.

Oh, got it, thanks.

We've invested a lot in technology

over the last two years to improve

our accuracy and productivity,
and I'm here to see

how that technology's being
used, and identify even more

ways that we can be more productive.

- Jim Troy?
- Yeah, you my new trainee?

- I'm Dave, yeah.
- Nice to meet you, Dave.

Good to meet you.
So what are we doing here?

What I'm doing right now
is I'm setting up for, uh,

non-sortable pick, and we're
going to be showing you

- how to do pick today.
- Okay.

More specifically, we're
going to be showing you

how to do non-sortable pick.

- Okay, I'm going to show...
- What does that mean,

- non-sortable?
- Non-sortable is the items

that are too big, or too heavy,
to go into a tote.

That's a tote?

- This is a tote.
- Okay.

Non-sortable items are too big
to fit in there comfortably.

They can't go down a conveyor
because if it goes down a

conveyor it might fall out,

or it might break inside the tote.

So we have to personally hand
stage it, instead of send it

- down a conveyor.
- Okay.

This is a "Jennifer" unit, okay?

It's what tells us what to pick.

So she talks to me?

Yes, she does.

0-8-0.

- Did you hear her?
- I heard her.

- She talks fast.
- Well, you can...

- Jennifer, slower.
- Slower.

- Jennifer, slower.
- Slower.

- Jennifer, slower.
- Oh, wow.

- This is slowest.
- This is the slowest.

- Oh, there you go. Okay.
- Okay.

We've got at least 600 and
something picks in here.

And how long do we have to pick that?

However long it takes you to pick it.

Okay, all right.
[Laughs]

Okay. However much money you want to make.

- Okay.
- You can make up to $3.22

more an hour.

So that's, like,
30% more than most people.

But I have to be fast, okay.

Now I'm going to have to get
my marching orders from Jennifer

before I can go any farther, okay?

Jennifer, ready to go.

0-2-7, ... [indistinct]
Zone A, aisle 8, 0-8-1,

- location, Charlie 7.
Both: - Charlie 7.

Okay.

Zone A, aisle 7-6, bay 7,
location, Alpha 3.

- 4-2.
- Grab two.

The first thing that hit me
was, man, she talks fast.

A, aisle 6-5, bay 1.

That's the confusing part, is
just listening to Jennifer,

and keeping in your mind
as she's telling you

which bay to go to, and how many to pick.

- Two, multi.
- Grab two.

R-4, put one.

- 5-9, put one.
- D-4, put one.

- 4-2, put one.
- Bay 2, location, Alpha 4.

Okay, did you get all that?

Dave looked a little bit overwhelmed.

He's got to concentrate
a little bit harder.

Alpha 4, so...

- Jennifer, repeat.
- Six, multi.

- Six? Supposed to grab six?
- Oh, boy.

- Grab 3-2-9.
- Location, 9-4.

Oh, and then what'd she say?
I didn't hear her.

- She's doing the next location.
- Oh.

But go ahead...

Oh, 'cause it's in the same one.

No, it's not in the same one.

Oh, it's not? What did she... did she say?

He's got to learn to tune everything out,

and just listen to Jennifer.

We have to get this done tonight.

5-9, put one.

Okay, you're doing
this like an old man, okay?

Normally, I hustle a little faster.

Jennifer, get work.

This is slowest.

Jennifer, get work.

Cart not available.

She's not being kind to me here.

Okay, come on, Jennifer, get work.

- Zone A, aisle 7-6, aisle 7...
- Jennifer, slower.

You don't have to scream.
She can hear you.

Okay, Jennifer, are you there?

Wrong, wrong, wrong, wrong.

Jennifer, slower.

Don't scream it. Just talk it.

Dave can't hold up the
Jennifer unit and scream.

She's being tough on me.

He can't do that. He, uh...

Jennifer is complicated.

You've got to develop
a relationship with her.

How did you get it on that?

I didn't do anything.

Dave's going to have
to send her some flowers,

send her chocolates, something.

I've got to put two more in there.

See, now you cut too deep,

and you cut into the flamingo,
look, look there.

- Uh-oh.
- Damaged, damaged, damaged.

Confirm 8-8-2-4-8 are damaged.

Damaged, damaged, damaged.

Dave, you're going to get me fired.

Announcer: Sam Taylor, CEO
of Oriental Trading Company,

is a boss undercover in his own company.

Jim Troy?

- Yeah, you my new trainee?
- I'm Dave, yeah.

Announcer: But right now, he's cutting

into his business' profits.

See, now you cut too deep

and you cut into the flamingo,

- look, look there.
- Uh-oh.

Damaged, damaged, damaged. Confirmed.

Today, I did about 1/100th

of what I'd normally do with Dave with me.

2-4-8 are damaged, damaged, damaged.

That was a showstopper for me,

that made me think that
non-sortable's not his bag.

That's a wrap. Let's go take a break.

Okay, I could use it.

It's... it's a God-forsaken,
grueling place to work.

But I have four kids, I'm a single father,

I need to work nights,
so this job works for me.

I need to be free in the afternoons,

and I sleep during
the day when they're at school.

How old are your kids?

My oldest is 16, and my youngest is 8.

Oh, thanks.

So any questions?

Well, yeah, 'cause you know
this show that I'm on

is about people that failed at
business, so I had a business,

it failed, and I'm
looking for ways to learn

from larger companies
how they do things right.

Well, everyone has opinions.

Half the people in here
don't care about OTC.

They don't pay real well.

Anyone that says they do want to work here

is out of their mind.

I mean...
[Laughs]

it's like saying I want to walk
across the desert.

Most managers don't... they,
they don't know how to interact

with their employees.

They either treat them like a number,

or they don't, like...
I'm 27947, if you gotta know.

I keep my percentages up high
enough to where I should be

able to keep my job.

But more importantly,

they need to care about
their employees enough

to treat them like
they're more than just a number.

It doesn't feel good
at all to hear that Troy feels

like he's a number.

It makes me feel sick inside.

I want to make sure that
we do something about that.

I can't have my employees feeling like
they're numbers, that's just not right.

If there's these things
that you would change,

why are you still working here?

What makes you come to work every day?

Because I work at nights.

I have four kids and, uh, my mom was sick.

Oh, really?

And so I had to move in with her.

Your mom's going to be okay, or...?

She's, uh, diabetic,

she just needs constant
monitoring, you know?

It's either that or
home nursing, like I say,

I don't make enough for home nursing, so...

Yep. You know, I lost my mom

a little over a year ago.

She raised myself and my
three brothers, she did that

as a single parent, and he's
having to do the same thing.

So I really... my hat's off
to Troy for everything

that he's got to balance
in his life... taking care

of his four kids, and then
also taking care of his mom.

That's a lot for one person
to have to handle.

[Thunder crashes]

- Oh, storm's coming.
- Yeah, we need to get back

- in there and get back to work.
- Okay, gotta get back to work.

It sounds like there's
some things that Troy

is unhappy with here at Oriental Trading.

So my hope is that we can
address some of these issues,

and make it where he feels like,
you know, this is a better

place to work than how he feels right now.

Jennifer, ready to go.

Back to work. Bay 2, location, aisle 4.

I'm at our Omaha fulfillment center.

I'm here to train in
the truck loading department.

Truck loaders are important
because they're the last

individuals to handle the boxes
before they get shipped off

and before they arrive to the customers.

We're a large-scale operation.

In our peak season, we'll load
36,000 boxes in one day,

190,000 boxes in a week,
and this year we will load

over 6 million boxes.

- Excuse me?
- Huh?

- I'm looking for Andrew.
- "K" trailer, right there

- with the big lights.
- Right there? Okay, thank you.

I'm here undercover to make sure
they handle the boxes carefully.

We don't want any damage to the boxes.

We've got to make sure
that everything arrives

in tip-top shape.

Excuse me, hello. Are you Andrew?

Yeah, what's up buddy? How you doing?

Hey, I'm Dave, nice to meet you.

All right, welcome to the dungeon.

- The dungeon?
- Yes, the dungeon.

Why is it called the dungeon?

Well, you're at the
point of no return here.

[Both laughing]

So what is this job?
What are we doing here?

What we're doing is loading.

You want to take it, and load
the boxes as best you can.

We're just... it's just like a puzzle,

- we're just matching the boxes.
- Okay.

You can have a tall one,
you can have a short one,

see how I did that?

Okay, so you want
to pack it as efficiently,

- as tight as you can.
- As tight as you can, right.

You know, you might do 4,000
boxes a day or so sometimes.

Wow, 4,000 a day?

Sometimes it's a little slower.

- You ready?
- I'm ready.

All right.

Some of this stuff is heavy,
if it's heavy we're not trying

to put it all the way to the top.

And the boxes just keep coming?

Yeah.

So this can go up here?

No, the other way, the long way.

Oh, this way.

Yeah, gonna toss it in there.

There you go, good enough.
[Both laughing]

- That was fun.
- And they say

- white men can't jump.
- That's right, man.

[Laughing]

This one here? Let's fill it here.

'Cause it's pretty light?
Oh, here comes another one.

- This one's heavier.
- Now, go ahead and

- put that right there.
- Are you sure?

Yeah.

Put that one like I had it, right there.

- Like this?
- It's a bigger box, yeah.

How heavy are some of these boxes?

45, 50 pounds.

- 45 or 50 pounds.
- Man, I'm getting all this...

So you're getting a workout, man.

Yeah, yeah.

I'm gonna have to go over here
and finish this other truck,

you're on your own for a minute.
If you need me,

- you've got to learn my call.
- Okay, what's the call?

Ready?
[Squawks]

Can you do that?
[Squawks]

[Both laughing]

Good enough man, just give me
a squeak or something.

All right, that was close.
That was my first try.

That's my first try.
[Squawks]

[Squawks]
Oh, that was a little better.

I'm going to have to work on that, Andrew.

Dave sounded more like a
chicken on his last leg.

[Upbeat music]

♪

The job's harder than I
thought it was going to be.

Oh, this is a heavy one.

And the different sizes of boxes,

and some are light, some are heavy.

[Laughing]

Oh, they're coming faster.

And then you've got to try to
pack the truck as efficiently

as possible.

I'm not sure how hot it is,
but the humidity is an issue.

So I know I slowed him down tonight.

[Buzzer]

[Buzzer]

[Squawks]

[Squawks]

[Laughing]

I was afraid you wouldn't recognize it.

Need some help?

I don't want to back
things up here, so uh...

All right, buddy.

Dave was not fast. He was slow.

But he's trying to get a second chance,

and it won't be at OTC.

How long have you been doing this?

Too long for no money.

[Both laughing]

About two years.

Okay.

The company itself, we claim to sell fun.

We sell fun.

Yes, but it's no fun in this truck.

Oh. Is it a tough job?

Very tough, it gets
a little hectic, man, at times.

- Does it really?
- Yeah.

We're making the same money as
a lot of pickers, and packers,

when we have the most
physical job in the whole plant.

We work you more for less here.

What was that?

We work you more for less here.

Oh, more for less?

Yeah.

If it's 95 outside it's
probably 105 or so in the truck,

but I'm here every day doing my
job, and just biting the bullet

and doing what I gotta do.

So you married? Got any kids?

I'm married, yeah. I have...

- How many kids?
- My wife... we got three kids.

- Three kids.
- What about you?

I've got three kids. Two girls and a boy.

- You've got three kids?
- My oldest daughter's 30...

- My son is 25, and my...
- You don't look old enough

- to have a daughter who's 30.
- Well thank you, man.

I'm 48 years old, 48 years old.

And I have two grandbabies,
two adorable little girls,

one's four and one's two.

- Oh, cool.
- Yup, and I love them dearly.

That's great.

[Buzzer]
All right buddy,

we worked hard, that's
the end of the shift, man.

- You, uh, like to shoot pool?
- I do like to shoot pool.

Well let's go shoot some pool, man.

All right.

So at the end of our shift,
Andrew invited me

to go shoot pool with him,
which I thought was really great

because I'd love
to go spend some more time

and get to know him a little bit better.

Oh, what is there,
like a soda or anything?

Well, Dave, you've got some snacks here,

- you've got coffee there.
- Okay.

And over here are the sports drinks,

but they haven't been giving us that.

That's supposedly when
it gets real hot in here,

you're sweating, maybe the
temperature's 90 or above.

Yep.

But, uh, they say, uh,
they're trying to "save money"

so they kind of pick and choose

when they think they should hand that out.

In our effort to be efficient,
in tough times, we had to cut

costs in different areas,

and one of those areas was
in the sports drink area.

So you can't get in there
for the sports drink?

No, it stays locked.

I think it's a bunch of bull.

[Car horn]

Let's see if I can make
something happen here.

Whoa, look at that.

Ooh.

What advice would you give to me

as a business owner
starting up a new business?

Be different than OTC.

Nobody likes to be criticized,
so it's hard to hear

the criticisms about
the company, about me.

What kind of car do you drive?

It's a '95 Cadillac.

- Whoa caddy, that's a nice car.
- I'm working for OTC, man,

do you get it? I'm working for OTC.

All this, you know,
complaining and all that...

- Yeah.
- ...it really threw me for a loop.

So you wouldn't tell people to
come work at Oriental Trading?

No, I wouldn't, no I wouldn't.

Helped me realize, I'm in big trouble.

I'm halfway through my
journey, and it's been tough.

I'm concerned that
the employees aren't happy,

and I really hope this job

goes better than the other jobs I've done.

I'm here at our Omaha fulfillment center,

and I'm going to be training
in the packing department.

The packers are critical in the process

because if a customer order
is missing an item,

that can cost $15 or more
to express ship that item

to the customer.

So I'm here undercover
to make sure that we're

reducing the amounts of re-ships,

as that allows us to offer
the guaranteed lowest prices

to our customers.

Excuse me? Are you Kim?

- Yes, hi, how are you?
- Hi, I'm Dave, how are you?

Yes, good, nice to meet you, Dave.

Nice to meet you too.

I'm going to train you today,
so what we're doing is packing.

- Okay.
- We're basically the last

people to see it before
they go out of the door.

- Okay.
- Okay?

This is our scanner,
and this is what we use,

this is what we go by.

We're going to take the product,

we're going to scan it,

- box five.
- Okay.

- Okay, so we're going to go to box five...
- Box five.

Two.

[Beep]

Which box are we going to put it in?

- Box five.
- Hey, you're pretty good

- at this, I gotta say.
- The computer makes it easy.

Two.
[Laughing]

My job now is to make the orders look neat,

and as you see,

I like to pack it like
you'd like to receive it.

I don't like a sloppy order,

I like things looking neat like that.

How long have you been doing this?

Um, I have been with the company for...

it'll be 19 years this October.

19 years? Wow.

You really do take time
to arrange it nice.

I do, I... you know,

it hurts me, uh, with my production,

but, you know what, I'm okay with that.

It hurts you?

Yes, that's kind of
where your XP comes in place...

The what?

Um, the XP, our bonus program,

based on your productivity
and also your accuracy.

So when you slow down to do the
little things that I do,

- it hurts my overall score.
- Yeah.

But I'm okay with that,
because, you know, I choose

to make sure that my orders
look good for our customers.

You know, that's something
I take a lot of pride in.

- Yeah, I can tell.
- You know, and, uh, at least

I can go home
at the end of the day saying,

- "all right, it's looking good".
- You feel like you did

the very best you could for the customer.

Exactly, you know,
and the company that I work for,

because I represent OTC.

We're going to put our shipping label on...

- I think Kim is phenomenal.
- That one's ready to go out,

and you can see it looks nice and neat.

I'm very impressed
with her and her attitude

about the job that she does,
and how she's so focused

on the customer.

- Let me try one too.
- All right.

- Just like that, that's perfect.
- Just like that?

Might be a little easier, kind of,

if you put the box like that, as I did.

- Oh, do it this way?
- Is that easier for you?

[Laughing]
[Tape stretching]

Oh, you have to go like that.

Yeah, now you may want
to go over that again

because see, look at that.

- Oh.
- That could very easily,

- you know...?
- I'm not that good at taping.

Yeah, it's not as easy as it looks, is it?

Okay. I hurt that.

Dave's very clumsy with that tape gun,

which is the way
that I would describe it...

kind of fumbling a little bit.

If I can do about 27 in 10 minutes,

let's see what you can do.

- Oh, man.
- Are you up for that?

- I'm up for it.
- And I'll be right around here.

Okay.

Man, you've got to hustle.

So...

Let's see, so scan item.

Oh, wait. Oh, there it goes.

How we doing over there?

Good. Close the chute.

Oop, got the foamy.

Okay.

Eight.

I need one more.

[Beep]
Six.

I forgot to hit "close."

Four minutes left.

Are you feeling
a little bit of anxiety there?

[Laughing]
I'm feeling the pressure.

Okay. Whoop.

Got about 90 seconds left there.

- Oh, you're kidding.
[Laughing] - No, I'm not.

- Go, box.
- No pressure here,

- no pressure here.
- Yeah, no, I'm feelin' it.

Dave had a little panic attack.

Oh! I'm going as fast as I can.

And your countdown is over.

So I did eight boxes.

Yes.
[Laughing]

It is hot though,
I'm working up a sweat here.

Um, yes indeed it's hot,
yeah, absolutely horrible.

It's 103 degrees outside,
it's a humid day,

it's hot inside this warehouse.

I was in the warehouse and I was working,

and I got so overwhelmed
and hot that I went down.

Oh, really?

Yes. And that's how quickly

it can come over you.

- Heat exhaustion or something?
- Exactly.

That's exactly what I had.

I mean, and I went down,

and I mean, I just felt lifeless.

But, you just have to keep
plenty of fluids with you.

Okay.

Can we get a drink? Are you...?
I'm thirsty.

So what I generally do
is I bring my own water bottle.

Have you talked to management about that?

Yeah, I mean, it's a big thing,

they say it's a budget thing,

but I... I just think, you know,

that it's horrible to work
in this environment...

- Oh, yeah.
- Because the heat drains you.

Yep.

Like most companies
going through the recession,

we had to focus on reducing
our costs as much as possible.

Go ahead and take a break. Follow me.

All right. But, this is an issue I heard

in another job as well,

and we've got to make sure our
employees stay hydrated.

So what's it like working here?

My body has a hard time doing this.

Why don't one of these big-wig guys

come out there and
work with us in the warehouse

and see if they can
maintain the same pace?

Yeah.

But, on the other hand,

Oriental Trading does things
like, you know,

company picnics for the families.

Wow.

I would like to see Oriental
Trading not do that at all

and take care of us while we're
here, because you know what?

We're working here for our families.

Yup. Do you have a family?

I have six children, and six grandbabies.

Oh, wow.

- What does your husband do?
- Um, I'm not married.

I just actually
got engaged Saturday night.

Well, congratulations.

Yeah, he generally comes out
here a couple times a week.

He'll bring me a little cold drink

because he knows the issue here,
and it upsets him.

He doesn't want me in this environment.

That was painful when
Kim said that the big-wigs

don't care about the employees,
I mean, she's talking about me.

So it's time to get in now.
[Laughing]

And I do, and I wanted to just
say something to her right there

but I gotta stay incognito.

I'm a little frustrated

because I thought
we had made more progress.

My hope is that we can address
a lot of these issues.

I'm here to train
in the induction department.

In the induction process,
our high-speed sorter

will take the individual items
and drop them into chutes

that correspond to the customer order.

The sorter that we use here
is the fastest machine

of its kind in North America.

We will do over 450,000 items in a day,

so we need to be as efficient as
possible to keep our costs down.

I'm here undercover to make sure
that this technology is working,

that we're giving our employees
the tools they need

to be productive and happy.

Hello, are you Julia?

- Yes, I am.
- I'm Dave, how are you?

- Good, how are you?
- Good, nice to meet you.

You too.

- Well, this is induct.
- What's it called?

- Inducting.
- Inducting? Okay.

Basically what it is,
is we get the items in bulk

and then, you know,
we have to sort them out

and we put them on the sorter,
like, an item at a time.

Wow.

- Yeah, you go...
- Okay, that's fast.

You want to watch me for a second, or...

- Yeah, oh yeah, I do.
- Okay.

You're going to take your scanner...

Okay, got it.

...then you just take
one of the items and scan it,

and it will tell you
you need five of them.

Then you take one,

and just throw it on a tray.

- Just like that.
- Like dealing cards, there.

- Yeah, kinda.
- Okay.

And then as long as it's
green, you can go ahead

- and put it on the tray.
- Okay.

Oh, you put that up there?

Yeah, and then they go down there.

So you've got
a bunch of these coming here.

Do you want to try, or...?

Yeah.

Ha!

I saw you doing two at a time. Whoo! Ha.

Okay, haha.

You got... you got one more in there.

- Oh, I did?
- Yeah, you got one more.

Oh, my gosh.

Sometimes you've got to slow down

to make sure you're accurate first.

Basically, here's a badge you can use.

You're going to be close by,
though, if I have any questions,

- right?
- Oh, yeah, I'm going to be

right behind you, so
if there's anything you need...

Oh, okay, all good.

There we go.

Snowman for Christmas.

Rock candy.

I see all these items for
a luau party, a wedding,

or baby shower, or for a birthday party,

and it reminds me why I joined
this company in the first place.

To bring happiness
and fun to people's lives.

And so for me, it's really exciting.

Oh, man, a lot of spiders.

Gunnysacks.

Tons of rubber duckies.

[Laughing]

Jungle birthday plates.

The giant map of Australia.

And some beads.

Beach balls.

This is kind of fun here.

[Alarm buzzes]

Uh-oh.

I didn't break it.

What happened?

You know, you've always
got to make sure...

Oh. Do you ever
get distracted by the product

because it's so fun?

In induct, you've got to kind
of be both accurate and fast

because you can go as fast as you want,

but you're just going to mess
everybody up up there.

Always make sure that it's green

before you put your next items down.

- Okay.
- Okay.

You know, lesson learned on that one.

How long have you been doing this job?

Um, for three years now.

What's it like working here?

Communication's a lot, you know, needed.

So you don't think this company

does a good job with communication?

I wouldn't say from
the upper, higher-ups, no.

Oh, you don't get to talk
to any of the big-wigs?

No. Well, the CEO sometimes will come in,

but that's basically just
telling us numbers and stuff.

Julia called me out as a CEO.

It's not just enough to have these meetings

with all the warehouse employees,

and to give updates on our business.

So that communication is not
working the way it needs to.

Like, I came up with a suggestion once,

and never heard back anything on it.

What was the suggestion?

You know, I was telling them
that maybe they should

start, uh, focusing more on the
hispanic community, you know.

They have, like, quinceaneras
and stuff like that,

which is a birthday.

They could sell them a lot
of balloons or, you know,

like, the fake flowers or,
you know, tablecloths.

They use a lot of that stuff.

You never heard back?

At least get some feedback.

- Feedback, yeah.
- Well that makes sense.

Oh, it's moving again.

You wanna work here for a long time,

or do you have other dreams or...

- No, no, no.
- What's your long-term dream?

Take pictures, do photography.

- Oh, really?
- Yeah.

How long you been doing photography?

For a long time now.

How fast do you go on this?

I usually can do, like,
1,600 items an hour.

Do you usually get your bonus?

- Oh, yeah.
- Yeah?

Does that help a lot?

It does.

I usually get about $200.

That's good.
Every little bit counts, right?

Oh, yeah, especially with my niece.

- These are tough times.
- Oh... what about your niece?

Her mom's not doing too good right now,

so I take care of her.

- Oh, you do?
- Mm-hmm. Her mom...

- Ohh.
- Yeah.

It sucks, but it's all right.

At least my niece is doing okay,

so that's all I'm worried about.

I really admire Julie as a person

for what she's done.

She's gonna be watching her niece

for at least probably the next five years.

And I'm just extremely impressed
by her as a person,

that she's willing to make that sacrifice.

Beach balls.

Based on going undercover this week,

I really question some
of the budget cuts we made.

It broke my heart that
employees said, "you know what?"

"We say we make the world more fun,"

"but this is not a fun place to work."

We need to make sure
we're investing sufficiently

in our employees.

I can't wait to get home and see my family.

I definitely need to recharge

after being humbled by this experience.

[Laughs]

[Deep voice]
I have a special delivery

for Ms. Ashton Taylor.

- Whoa!
[Laughing] - Ohh!

What happened to you?

- Oh, my gosh.
- Happy Birthday.

You look so different.
[Laughing]

What is that, a mohawk?

[Laughter]

What did they make you do?

I did a job that was night shift.

All: - Wow.
- Started, like, at...

we started, like, at 10:00 at night.

- People really work then?
- Oh, yeah.

What I've realized this week
is I need to spend

more time with those employees

and help them understand that their CEO

really does care about them,
and that I listen.

Gives me a much better appreciation

for our employees out there
and what they do.

- To see what they do.
- It's tough, yeah.

So I'm gonna look for ways we can apply

some of the things that maybe existed

when the company was very small

and run by a family.

We're a much larger corporation now,

but we need to have
those personal touches.

[Giggles]

[All cheer]

Two candles!

All right!

- Love it.
- Whoo!

Announcer:
Coming up, Sam reveals his true identity...

Picture me with a retainer and glasses

and long, black hair.

I've been tricked.
[Both laugh]

Announcer:
...and hears some upsetting news.

My journey here is almost over.

I've kind of grown attached
to those extensions.

[Chuckles]
Right?

[Buzzing]

This week undercover

has been a life-changing experience for me.

All right.

Welcome back, Sam Taylor.

All of the employees that I trained with

think they've been called in to decide

if I've earned a second chance
at starting a new business.

With Dave losing his business,

I full well believe that he does
deserve a second chance.

They have no idea why they're really here.

- Hello.
- Hi.

Wow.

So do you know who I am?

- Our big guy.
[Chuckles] - The big guy.

- The big guy.
- How else do you know me?

I have no clue.

Picture me with a retainer

and glasses and long, black hair.

What that you, Sam?

[Laughing]

Do you see now, if you look close?

I still can't really tell, no.

I've been tricked.
[Both laugh]

- It was a good disguise?
- Yeah, it was.

I actually thought you were
Dave from California.

[Giggles]
We gotcha, man.

Wow, yeah, you most definitely got me.

So, drew, I really want to thank you

for welcoming me into your job.

I remember I walked around the corner

and into the truck,

and the first thing you said was,

"welcome to the dungeon."

[Laughing]
And I... I thought...

"Oh, boy. What am I in for?"

- Wow.
- But it's definitely...

- it's a tough job.
- Mm-hmm.

And I know it gets hot out there.

And sometimes, yeah,
you want a sports drink.

And so because of you
raising this issue to me,

I'm making a change in our policy.

- Sounds good.
- And our new policy is,

during the two hottest
months of the... of the year,

we're gonna make sports drinks available

to every, single employee out there

in the fulfillment center.

That's a good deal.

So we're gonna make that change.

Okay, sounds good.

And now that I've done
the truck loading job,

- it is a hard job.
- Very.

Because of the time
I spent with you, Drew,

I'm gonna increase the base pay
for our truck loaders

- by 25 cents an hour.
- Wow.

That's a commitment of around $100,000

I'm making to you
and the other truck loaders.

Wow, you're... you're...
you're really serious?

I'm serious.

I'm sure they'll appreciate it.

I know you care a lot
about your family, and for me,

that's the most important
thing, is family.

And you love your kids,
and you got these two grandkids.

So I want to start an education fund

for your two grandkids.

So I'm gonna put $5,000 in
for each grandkid, so $10,000...

You sure this is not a joke?

This is for real.

And you mentioned to me
something about your car.

And I said, "Oh, a caddy.
You know, that's a nice car."

And you said, "Not my car, it's..."

No, not my car.
[Laughs]

I want to do everything I can

to retain good employees like you.

So I'm gonna give you $25,000
so you can buy a car.

Now, this... this has got to be a joke.

Nope, it's true.

$25,000 so you can get a new car.

I want you to be able
to have a better ride

than what you got now.

Wow. I'm lost for words.

It's a blessing what I'm going through.

You're a good man. Let's do a fist bump.

Yeah, and a...

[Squawks]

[Squawks]

I got better. That was better.

That's my best one yet.

I'm happy.

I really am.

Ah, man. Wow.

Troy, one of the things
that really cut me to the core

was when you talked about
you feel like a number...

- Yeah.
- ...and not a person.

And that really hurt.

Troy, I'm talking to you face to face.

I want you to know that I do care

about every, single employee.

I'm going to implement a new policy.

I'm gonna have all of my members
of the senior executive team

spend at least two days a year

working out in the warehouse,

doing the frontline jobs.

Because the way you feel, that's not right.

Right. That's sounds... that sounds good.

That sounds real good, actually.

Thanks to you.

So, Troy, one of the other
things you told me

is that you're a single dad, four kids.

And one of the things that's
really important for me

is education.

So I'm gonna set up and education fund

for each of your... of your four kids.

- Holy cow.
- So...

$5,000 apiece, so...
- Nice.

$20,000, so you can get
a good start for your kids

- for their future education.
- Wow.

- Thank you.
- But...

it's 'cause you're a great dad,
and I can see that.

And you care about your kids.

So I wanted to do something for you.

[Choking up]
Thank you.

And the other thing
that really blew me away

was with your mom.

And you mentioned that your mom
has some medical bills.

So I want to help you out there too,

so I'm gonna give you $20,000...

Oh, my God.

...to pay for medical bills
and whatever you need.

I feel like he went above and beyond

what anyone should do for their employees.

Well, thank you.

This time period with my mom

and my children was probably the most...

difficult time I've gone through

in the last 15 years.

- Thank you so much.
- Hey, man.

That's great. Thanks.

And he just... took a big burden off me.

Kim, what I loved is you said, you know,

you pack the box
as if you were receiving it.

That's phenomenal.

When our customer opens that box,

and a lot of times, you know,

if her kids are around her

and she's opening the box,

and the kids are so excited,

and that's a magical moment.

And you're doing everything you can

to make sure that that moment
is as magical as possible,

and I thank you for that.

[Chuckles]

I know it gets incredibly hot out there

on the floor sometimes,

and, Kim, I don't want
any of our employees

experiencing heat exhaustion.

So we're going to add
more water coolers...

- Yes.
- ...in the packing area.

And we're gonna put a fan up there

to get the air flow going,

so we're gonna take care of that.

- Great.
- And that's because of...

- Great.
- ...my day working with you.

The other thing, we talked
about your wedding date

coming up in November.

Gonna give you $10,000
to help pay for your wedding.

Oh, my gosh.

[Crying]

Thank you.

You're welcome.

I'm gonna give you
an all-paid week in Las Vegas.

Oh, my gosh.

We're gonna set you up
in the honeymoon suite

at one of the top hotels.

And I'm gonna give you guys
$5,000 spending money.

[Crying] This will really help.

Oh, my goodness sakes, this helps so much.

[Sniffles]
You've been a single mom...

raising six kids on your own.

I mean, you deserve, you know, some help.

I can't thank you enough.

And... Bill and I will have a wonderful,

wonderful start.

Oh, I know you will.

He had a stroke last night.

He had a stroke?

Yeah.

Last night?

Yeah.

[Sniffles]

I'm gonna pay for those medical bills.

I'm gonna give you $20,000

so you can pay off all your bills

and any debt that you have.

Nobody's ever done
anything like this for me.

Well, I want you... I didn't realize this.

I want you to get back...
you need to get back to him.

[Hoarsely] I know.

It's extremely emotional for me.

I've never had anybody
care like that for...

for myself or my family.

And you're not the man I thought you were.

[Chuckles]
Thank you.

And tell Billy hi for me
and get well soon.

I will. Thanks.

I know that that man cares.

And now I will...

enjoy coming to work...

and feeling appreciated.

Julia, you said you submitted an idea,

and you thought there was
a lot of opportunity

to provide more product
to the hispanic market.

- Mm-hmm.
- And you were frustrated,

because you said you put the idea up

and you never heard anything about it.

- Hm-mm.
- So I'm gonna have you work

with our product development team

and our merchandising team

on how we can best expand our
hispanic line of merchandise.

- And that's a paid position.
- Awesome.

- Sound good.
- Oh, yeah.

You mention you have
a passion for photography.

Yes.

I want to give you the right equipment.

- So I'm gonna...
- You serious?

I'm serious.

I think you got a lot of talent there,

but you need to have the right equipment.

So I'm gonna give you $5,000

so you can go out and get
a really top-notch camera

that a real photographer would need,

so you can start to pursue
that passion that you have.

[Crying] Oh, thank you.

[Sniffles]

You talked about your niece.

Raising your niece while your sister's

going through some tough times.

- Mm-hmm.
- So I wanna help you out.

So I'm gonna give you $30,000...

Oh, my God. Are you serious?

I'm serious.

I really want you to be able

to give your niece a great start.

Thank you so much.

And I really appreciate my experience

working with you undercover.

Thank you.

Mm, thank you so much.

Thanks, Julia.

You know, I never ask
for anything from anybody,

but... I think it's amazing.

This was an epiphany for me,

going undercover, working this week.

- I'm Sam Taylor.
- I'm Leslie Hill.

Leslie, nice to meet you.

It was beneficial for me,
because I got to hear

the things that we need to improve.

Nice to meet you. I'm Valerie.

Valerie?

And, even though we've made progress,

there's still a lot of work to be done.

We're handing out sports drinks
today to everybody.

You guys look like you're working hard.

We gotta make sure that our employees

are able to work in good environment

and healthy conditions.

All right, thank you very much.

- Sure.
- Thanks.

- How are you doing?
- Hi.

We'll be a better-performing
company going forward.

We'll have better employee morale.

We'll be able to retain
these great employees longer.

Thank you.

You look like you're working hard.

Oh, it's always hot over here,
it seems like.

That's what I want my legacy to be,

is the CEO that really
cares about his employees

and the customers.

Sync and corrected by atrn97g
www.MY-SUBS.com