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Tonight
you'll see exclusive updates

on some of your favorite bosses.

I love it.

Whoa!

Over the years
almost 60 corporate leaders

have gone undercover
in their own companies.

Whoa, whoa, whoa.

- Slow down.
- All right, yeah.

From the biggest names

in travel and entertainment...

To some of the most recognizable
fast food chains in the world.

- Hi, welcome to Subway.
- Hi, welcome to Subway.

These bosses
have traveled around the globe

from Alaska to Mexico

to work alongside their employees

to get an unfiltered view

of what really goes on
behind the scenes.

This water is boiling!
Lift me up! Oh! Oh!

This was just totally bull@#$%.

Sometimes I feel like
punching an eight-year-old.

Some have been
horrified to see

some of the behavior
and problems that exist.

Someone's not saying something.

Welcome to Moe's.

I don't like being yelled at.

I'm gonna go see your
supervisor, and I'm gonna

find out what's going on
here at this call center.

When you go home at the end of the day

and then you can't pay your bills,

it's hard.

However,
most have been inspired by

the hard-working individuals
that make their company tick.

I really should've done

a better job of really protecting them

like, they should be enjoying
this time in their lives.

My mom would be embarrassed
of me not to help them more.

To me, the value I got
from spending time with him

wasn't about what
I could learn about GSI,

it's what I could learn
about being a better person.

I want to recover those wage
cuts over the next three years.

Whoo!

I'd like to pay
for your daughter's college.

Oh, my goodness!

I'd like to offer you $10,000
to pay off the loan debt

that you have today and start fresh.

You kind of just
changed my life a little now.

It's... a lot, actually.

I want to cover
all your education expenses.

My mom always told me
hard work pays off,

but this is... this is... this is crazy.

I would like to give you a new car.

Tonight we will reconnect

with some of the bosses whose lives

have been changed the most
by going undercover.

Today, Todd is being
treated with respect.

Let's go. Four.

How have
these CEOs' personal lives

been forever affected?

When you sent me that email,

it really made everything
worth it for me.

And what big changes

have these bosses
made to their companies?

I committed to doing
six town hall meetings a year.

I've set up a crisis fund.

I have donated $1 million,
and the company

is matching that $1 million
to make it $2 million.

Find out next
Epic Bosses.

Undercover Boss 4x17 - Epic Bosses
Original air date May 17, 2013

Sync and corrections by atrn97g
for www.MY-SUBS.com

This goes by so fast.

On February 7th, 2010,

a record-shattering number
of viewers tuned in

to watch Larry O'Donnell,
president of Waste Management,

go undercover in the very first
episode of Undercover Boss.

Get it, Randy! Get it, Randy!

However,
the most controversial episode

in that first season featured Hooters.

Hi, welcome to Hooters!

Coby Brooks,
the CEO of Hooters,

went undercover
and faced one of the most

shocking employees
in the history of the show.

- Scotty. How are you?
- Scott. Jimbo.

The first girl that finishes
her plate of beans will go home.

This is not okay.

Go!

The jimbo incident,
or the beans incident...

Whoo, doggie! Oh, they look tasty.

Helped us spur
more programs to make sure

the management didn't have those
issues again, and we didn't.

Rookie.

When we were first
approached to do the show

I didn't know what to expect,

I didn't know
what I was gonna encounter.

Day one of shooting, I was nervous.

When you're out there doing live taping

you don't know what's gonna be aired.

Want me to grab one of the girls,

- get 'em to help you out?
- No, I don't.

I got it. I got it.

You don't know what's gonna
come out of your mouth.

I will not be a Hooters girl.
I have the wrong parts.

Wanna switch?

Even with the negative parts,

overall the Undercover Boss experience...

it was very positive.

I think that the morale
was actually heightened,

and everybody, you know,
felt more of a sense of family.

Shortly after Undercover Boss
aired my episode,

Hooters was sold to an outside group.

Now I've started a new venture.

You know, it's doing something
completely different.

Hey, ladies.

Hi. Welcome to Twin Peaks!

Thank you.

I am now the CEO and owner

of Twin Peaks franchise
in the Southeast.

- Mr. Brooks.
- How we doing, Jer?

How's the ship going? Everything well?

Oh, outstanding.

Customers happy?

Since the girls are here,
they're always happy.

That is a good point.

The media use the term "breastaurant"

for not only us but other chains.

We've never considered ourselves that.

We don't think that
we fall into that category.

Twin Peaks is fantastic.

All right, let's go over
the Orlando plans.

We got opening in five weeks.

There's 32 stores currently na...

you know, throughout the nation,

and in the process of opening two more.

The hiring's doing really well.

We have, um... our goal was 120 girls,

and we're right about 90 right now.

I was able to keep
a lot of my team together.

We're all rejuvenated,
we're all back in it,

and a lot of that I credit
to my time on Undercover Boss.

If I could do it again I would.

It'd be harder to get away with it,

but I think it'd be great
for everybody to do it,

with or without the cameras.

Coby Brooks wasn't the only

former Hooters executive
to go undercover.

- Hey, hey.
- Hello, Kat.

- How are you?
- Come on in.

Kat Cole,
the president of Cinnabon

who got her start at Hooters,

was the youngest boss to ever be
featured on Undercover Boss.

Being on Undercover Boss
was an awesome experience.

It was exhausting at times,
but so much fun.

- Hello.
- Hello. How are you?

When she went undercover,

she met an employee

who reminded her of herself
when she started out.

Make sure they always
get their receipt too.

Yup, I will.

And make sure you put
some napkins in there too.

Okay. There we go.

And you can say, "thank you so much..."

- Yeah.
- "Have a great day."

Try not to say, "here you go."

Wow, she is a little commando.

- Alexa.
- Yes, ma'am?

You have to be a little bit faster.

- Okay.
- So you have to move the line.

After being on Undercover Boss

I was inspired
to reach back out to Mayra

to bring her to our
corporate headquarters

to help her see what's possible for her.

- Hi.
- Hi. How are you?

- Good.
- So good to see you.

Since the show aired, I've been
following Mayra very closely,

and I've taken her under my wing.

We've certified her as a trainer,

she's now teaching classes
and workshops for us.

We are going to be tasting

some of the chillatas that are coming out.

To have someone like Mayra
with so much potential...

she could be setting in my seat one day.

Are there any challenges

that you see with making the chillatas

that you'd like the team to know?

When I first tried
making the oreo chillata,

I blended the oreos
with everything in the ice,

and it came out, like, brown.

Yeah.

But it's really important to blend,

like, for example,
the peanut butter cups

after you blend the ice

'cause then if not, it's gonna
come out, like, brown.

Not pretty and white.

When you see her,
her confidence and her drive,

it's kind of an unstoppable combination.

And I hope that Cinnabon is able

to help her get to wherever
she wants to go next.

You can do anything you want.

I hope that I could be
a small part of that

in helping you see what
so many of your options are.

This is amazing.

Being on Undercover Boss
also helped remind me

how important it is to give back
at every opportunity.

You mentioned that your mom
had breast cancer.

Cinnabon is going to support
and facilitate

a breast cancer fundraiser

and we are going to match
every dollar you raise

and you and your mom are gonna run it.

Oh, my God.

Thank you.

So today, we're also
going to surprise Mayra

with some plans we've put
in place to help her raise funds

for breast cancer research
in honor of her mother.

All the proceeds from these cinnapacks

that you sell in your bakeries
can go into your fund

on the days of your fundraiser.

Just want to take these home.

Since the show,

I've gotten thousands
of letters written in

of people saying,
"I was so inspired by Mayra,"

or, "I was so inspired by your story,"

and sharing their story with me.

Everyone can come into
the bakery and see all the work

that you're doing to raise funds
for breast cancer.

That's so cool.

And that made it all worth it.

- Thank you.
- Oh, you're so welcome.

Coming up...

What's your mortgage?

150,000, probably.

I'm gonna pay off the mortgage.

Oh!

The most generous CEO
in Undercover Boss history.

I'm setting up a trust for the kids.

$250,000.

Thank you.

And later...

- Any advice?
- Get skinnier.

One boss makes
an unbelievable transformation.

Flex it. Let's go!

Over the years,
bosses have given

more than $4 million in rewards
to deserving employees.

- What are your boys' names?
- Daniel and Christopher.

Daniel was diagnosed with leukemia.

Some rewards have been
truly life-saving.

Like the gift that Steve Phelps,

Chief Marketing Officer of Nascar,

gave to an employee with a sick child.

I really want to see Daniel get better.

Anything that the speedway

hasn't covered from
a financial standpoint...

travel expenses,
any other medical things

that are not covered...
we will cover for you.

- Really?
- Yeah.

Um...

You know, I see Glen about once a month.

He goes over to Orlando
every couple of weeks

with Daniel for a treatment.

Daniel's well on his way to recovery.

That's just, uh...

That's a blessed thing.

So we're very happy about the
progress that's going on there.

The most generous boss of all

also happens to be the only one

to take the undercover journey twice.

During his two life-altering
experiences,

Steven J. Cloobeck gave away
more than $2 million.

I'm gonna put up $100,000
to start your business.

$100,000?

I'm gonna give you $1.3 million pesos

to buy a new home.

That is a-a lot of money.

What's your mortgage?

About 150,000, probably.

I'm gonna pay off the mortgage.

Oh!

Undercover Boss changed my life forever.

- Hi. How are you?
- Good. How are you?

Good. Are you enjoying yourself?

We are.

I used to think a lot of time

needed to be spent
at our corporate offices.

And I realized it was
all about being with our team.

Hey, where's Tommy?

Good to see you.
Welcome back. How are you?

I learned it's important

to take care of as many people
as possible.

Everything good?

I don't have to go undercover,

'cause we do some very
special things for my team.

And I'm gonna do it
when people don't expect it.

- Patrick.
- Mr. Cloobeck.

Patrick is one of our executive chefs.

He and his wife have adopted
special needs children.

What you guys have done is so selfless.

I'm setting up a trust for the kids.

$250,000.

My God.

Thank you.

I've arranged to have a special van

made to transport the kids.

I'm gonna show you what it looks like.

Sir, thank you so much.

Well, it's my honor, pal.

Let's go check this out.

Being able to help your worldwide team...

there's not a greater feeling
in the world than that.

- Thank you so much.
- Take care and enjoy.

On the first show, I really realized

I had to be a better listener.

I had to listen to our guests,
listen to our team members.

There was a time when

financially it was a little tough.

I give my parents

$100 a month just for, like, food.

Wow.

On the second show,
I realized that I couldn't just

continue to give
to a couple of team members.

So during the second show
I create a crisis fund

to take care of all of
my team members worldwide.

I've set up a crisis fund

for all of our team members
that may be in need.

I have personally donated
$1 million of my own money

to this crisis fund.

And the company is matching
that $1 million

to make it $2 million.

The crisis fund has helped
so many in our company.

There was a team member
by the name of Jacob.

He works in one of our sales offices.

He was diagnosed with pretty
extreme stage four cancer.

So the crisis fund came in,

got him to the number one
oncologist in Las Vegas.

The doctors put him on
some experimental treatment

and he's now cancer-free.

It's a miracle.

How you doing?

Good. How you doing, Stephen?

I haven't seen Jacob in months
and I wanna know where he sits

with regard to his remission.

- So how you doing?
- Good. Really good.

Do you remember when you came in here?

I had no hair
the last time I was in here.

It was in the middle of chemo.
I do remember.

What'd the doctor say?

Well, they told me that I'm good to go,

and they are confident
that if it ever came back

they would re-treat it no problem.

- Wow. That's pretty amazing.
- Yes, it is.

Without that help
I would not be here today.

I would be dead
without that clinical trial.

I had to get into that.

And I just really wanted
to tell you thank you.

You being alive really is thanks enough.

Jacob is a shining, bright example

of how important

the crisis fund is to our team members.

- Thank you, Stephen.
- Thanks for coming in.

Appreciate it.

Before I did Undercover Boss,

I was much more aggressive,
much more arrogant,

and today I'm very in touch

with what's most important for my guests

and what's most important for my team.

I've gotta be a new kind of leader,

and I found that inside of me
after doing Undercover Boss.

- Hi, welcome to Subway.
- Hi, welcome to Subway.

Another boss who was inspired

to make big changes within his company

after going undercover is Don Fertman,

Chief Development Officer of Subway...

Excuse me, I'm looking for Jessie.

Hi. I'm Jessie.

The highest-grossing company

ever featured on Undercover Boss.

I first realized
that I was on a unique journey

when I walked into Jessie's store.

I got a lot of stuff to teach you.

We're about to get hit with the rush.

She handed me my uniform
and she told me to get to work.

- Hey, uh...
- Yes.

You're being timed.

Okay, that was a...

- Subway club.
- Subway club.

American and Swiss.

- This is my first club ever.
- Three minutes.

I'm sweating,
and I wanna make it look nice.

There's no such thing
as a five-minute sandwich.

"There's no such thing
as a five-minute sandwich."

We say that to each other
all the time now.

When I sat down with Jessie
and she told me

that she would never be able

to talk to somebody at Subway
corporate headquarters...

If you were gonna make
the ultimate sandwich,

what would you make?

I would make a Cuban.

Would you ever suggest this to anybody?

You know, I've never quite gotten

a corporate big wig to let me
bend his ear about that.

I thought this is
a great opportunity for us

to hear from our sandwich artists

because they're the ones
who can really tell us

how to do things better.

Hey, look, it's Don.

- Hey, everybody.
- Hi, Don.

How are you all doing today?

Undercover Boss prompted us

to find more Jessies around the world

who had great ideas the way Jessie did.

Go down the line and make your sandwich.

Bread's already cut. Grab a plate.

We get sandwich artist ideas
all the time.

- It looks so pretty.
- Very nice.

And we put them through a market test

with our research
and development department

as a result of Jessie.

Jessie, I want to point out

that my sandwich was finished
before anybody else.

Didn't you start
before anybody else, Don?

I was a little nervous
about discussing my alcoholism,

but it just kind of came out.

I had an on-the-job meltdown

and collapsed under
a drug and alcohol problem.

I've been recovering now for 27 years.

As a result of that,

I was amazed at the number of people

who contacted me
and have been helped by this.

Two days after Undercover Boss aired,

I received an email
from a man named Harold.

He told me that he had been
sober for two weeks.

He was struggling,
and he had just about given up.

Then he saw my story,
and that gave him hope.

He's been sober two years,

and he has found success in life.

I'm very very excited, because

I'm going to meet Harold for
the first time after two years.

It was absolutely wonderful
to finally meet Harold.

- It's good to meet you.
- It's good to meet you.

To see his sincerity

and how much what I shared
truly touched him.

A difference you've made in my life.

When I watched your episode,

Don, I had days of sobriety.
Not even weeks.

And I see that you're in charge

of a multi-billion-dollar company.

When you admitted what you did
on national television,

that was really powerful for me.

You became a real serious
role model for me.

I don't think you'll ever know
how grateful I am

to you and to Undercover Boss.

After doing that show,

when you sent me that email,

it really made everything
worth it for me.

You helped me to see
what this show meant.

I didn't ever expect you to answer.

No guy at the top is gonna
talk to a little guy.

But it's not a little guy,
you know, we're all the same.

You made me realize that.

We got to give each other hope.

This is just the beginning.

I certainly hope so.

I'm very grateful that my
experience on Undercover Boss

has enabled me to help other
people all around the world

and maybe even make the world
a little bit of a better place.

Sheldon Yellen,
the CEO of Belfor,

was another CEO who was inspired

by his employees' dedication
to the company

despite their own struggles.

So I was homeless for a little bit.

And I lived in a boxcar
from a train. Imagine that.

And you're smiling every day.

- Yeah, I'm...
- You have a great attitude.

I'm glad I'm here.

I could be under a bridge, dead.

- And you wanna make them happy.
- Yeah. Yeah.

And along the way,

he learned some things about
himself he wanted to change.

In the past, I've always been
in a private plane

and with a chauffeur-driven car,
in a nice hotel.

How are ya?

Today I travel more modestly.

I'm very comfortable now in my taxicabs.

It's a different way
of traveling for me.

I'm very capable
of opening my own doors,

very capable of carrying
my own briefcase.

I think it's been a great experience,

and it has brought me closer
to where this company pulse is.

Since Undercover Boss,

I often go out on the front lines today

and I show up unannounced on a job site.

- Laura?
- Nice to meet you. Laura.

- Nice to see you. Sheldon.
- Nice to see you too.

- Everything is good?
- Yes.

Get to see what is really going on.

I get to hear what we're doing right,

I get to hear what we're doing wrong.

Paperwork,
what I've noticed is different

in a lot of various offices
that I've been to.

If you're trained one particular way,

I feel you should... everyone
should be trained that way.

- We need more uniformity.
- Correct.

And my priorities have changed

in that I get to be with the people.

Good to see you. Everything's good?

Everything's good.

- Got everything under control?
- So far so good.

And I don't have to sit behind my desk

and look at profit and loss
statements and balance sheets.

I'm humbled to know that my partners

are taking care of that.

You going to the Town Hall
meeting tonight?

- That I am.
- You are?

- Yes.
- Okay, good.

On Undercover Boss,

I committed to doing
six Town Hall meetings a year.

I am making a personal commitment,

from this day forward, to have
six Town Hall meetings a year

with hundreds of our people at a time

and letting them know
that I want to get to know them.

I do care.

He's just a terrific leader.

So help welcome our CEO Sheldon Yellen.

The first thing I gotta do

is just thank everybody for being here.

For those of you that
are here with your families,

I thank you guys for being here.

I'm gonna shut up and listen
to your great stories.

I live in the greatest city
as a General Manager...

The Town Hall meetings
are so important to me

because I get to sit
and see and touch and feel

some of the greatest people on earth.

Two months into my tenure
here at Belfor,

my wife, myself, and my family
suffered a devastating loss.

My baby twins Laura and Freddy...

five months into her pregnancy,
they passed away.

Here at Belfor I got

a necessary paid-time leave of absence,

I got a sympathy card
with a personal check

signed by you, Mr. Sheldon.

So I would like to take this
opportunity to thank you, sir.

Since Undercover Boss,

I get to go out and be

as close as I can possibly be
with our people.

I think it's made me a better person.

And I hope, and really hope,

that it's made me a better leader.

Thank you all for your trust,
for your belief,

and God bless you and your families

and all that you give up
to be part of this family.

The biggest effect

that Undercover Boss had on me

was allowing me
to become who I really am.

I stopped hiding
behind that suit-and-tie image.

I stopped hiding in an office
in Birmingham, Michigan.

I stopped being a CEO

and became one of many Belfor people

around the world.

Coming up...

I'm CEO for this company.

You don't belong in that restaurant.

Right here, right now, we're
gonna shut the restaurant down.

What will one CEO discover

when he returns
to a restaurant he shut down?

And later...

- Hi.
- Hello.

Hello, Montana. How are you?

A boss
has an emotional reunion

with a very special employee.

All that really matters
is making a positive difference

in the lives of the people I touch.

- Hi. Allan?
- Yeah.

- Roger. How are you?
- Hi. Nice to meet you, Roger.

Over the years, many
bosses have gone undercover

to connect with their
frontline employees.

Wow.

- My name is Tom.
- Right.

How are you today, sir?

It's not a "sir."

Like Mike White,
CEO of Directv,

who learned how important
each and every employee

is to the company.

When I did Undercover Boss

I'd been with the company
all of six months,

and I felt that the experience
really accelerated my learning.

- You want me to do it?
- No.

The time I spent with the six
individuals that I worked with

was really an honor,

because you may think
you've got it all figured out,

but more often than not they
know a lot more than you do.

But some have made
personal changes as well.

Like Mitchell Modell, CEO
of Modell's Sporting Goods...

That's... you're carrying a lot
around with you, partner.

Who found
that both he and his company

needed to get in shape.

Are you working out with John?

Uh, yeah. 5:15.

As a result of the journey

that I experienced
through Undercover Boss...

absolutely made me a better CEO.

I made a commitment,

I put myself on notice to the world

that I'm gonna lose weight,
I'm gonna do it.

I realize I am such poor physical shape.

In order for me to make sure
that I'm successfully

passing on the torch to my kids,

I have to make sure
I'm in better physical shape

as well as getting
the company into shape.

After working that one week

and going through
all the laborious tasks

and seeing how physically unfit I was...

and I couldn't even work
a physical day for eight hours...

I was huffing and puffing.

At night I was physically exhausted.

I was humongous. It was embarrassing.

I weighed 310 pounds, I felt lousy,

I was just self-destructing.

All my friends, all my family
members are saying,

"what're you doing?"

"You gotta lose weight,
you gotta lose weight."

Never listened to them.

Seriously, any advice?

Get skinnier.

That would be a problem overnight.

And no matter
what I did or tried to say,

I could stand on my head,

things were not
getting through to Mitchell.

By going through the undercover journey,

it made me reflect on my brother Michael

who from day one was dealt
with an incredible bad hand.

He had Crohn's when he was 13.

He had cancer when he was 18.

He had non-Hodgkin's lymphoma.

And I'm saying to myself,
I was given a good hand.

And why am I doing this to myself?

- It's good, right?
- It's great.

After seeing myself on TV
and reflecting back on Michael,

it was the tipping point.

And from that point on,
I decided to hire a trainer.

Let's go, four!

Use the muscle to get up, not momentum.

Get all the way up to the top.

Hold it!

I'm not gonna kid you.

Those first couple of days,
I'm saying, what am I doing?

I can't do it.

Remember when we started this?

You couldn't even get this buckled.

The first thing he did was he
put these chains around my neck.

Let's check in
on what you used to weigh.

20pound chains.

And I go, "what are you doing?
You're killing me."

He goes, "no,
let me put another one on."

And that was 40 pounds, and 60 pounds,

and 80 pounds.

I said, "John, I can't do this."

"I can't breathe, I can't walk."

He goes, "well, you're doing it
to yourself."

"You are gonna lose 80 pounds."

And that was back in November.

And here we are.

You got rid of all this weight.

This is what you were carrying.

Every morning, I wake up at 5:00.

I'm on the treadmill for 15 minutes.

Going right to the weights.

All 12. Good!

We use the elastic bands,

and I just feel so much better.

- Ah!
- Flex it. Let's go!

- Ah!
- Beautiful. Nice set.

Whoo!

When I went on Undercover Boss,

I weighed 310 pounds.

Five months later,
I now weigh 240 pounds.

Nice job. Good work.

It's just an incredible,
incredible journey.

I feel like the whole weight
of the world

is off my shoulders.

Hey, guys, what's doing?

Hey, Mitchell! How are you?

My business life and my personal
life are interconnected.

When you're in a family business,

you have to have it in your veins.

Yesterday was the best day we ever had.

I saw that. Unbelievable.

We've made tremendous changes

in the entire organization,
both at the store level

as well as the distribution center.

So I'm here to see Kirk.
Here's Kirk now.

- How you doing, partner?
- All righty, what's doing?

Kirk was promoted, overseeing
all the truck drivers.

I think that you shouldn't
be a truck driver anymore.

I think you deserve to be
a yard maintenance supervisor.

And he gives me an update
on everything that's going on

in the distribution center.

These are our new flat screens.

Oh, I love that.

And it shows us the daily productivity

and how well we're doing
with the numbers.

Some of the changes that I
made in the distribution center

is that we implemented
an incentive program

that all associates could achieve.

End of the quarter,

there's a payout if we make our mark.

- So they're excited about that?
- Yeah, extremely.

Great.

I have so much greater
appreciation for our people.

We really opened up
the lines of communication

in our company.

How you doing?

I'm spending half my time
living in the stores.

In two months, I hit over 100 stores.

Looks great.

Yeah, a lotta changes came about.

And it's been such a short time.

The morale has changed.

I mean, you opened
a lotta people's eyes.

The morale in the distribution center

is incredible.

They truly know that we care about them.

I could honestly say for the first time,

Michael, my brother, would be very proud

that we're really walking the talk.

What I appreciate the most
is the bridge that you drew

between management and associates.

Because there was always like a wedge.

A lotta people have a lot of good ideas,

they have a lotta information,

but they're afraid to say anything.

It's impressive, what you did.

At the end of the day,

we always wanna be cognizant
of every dollar we spend.

But I was being penny wise,
pound foolish.

What Undercover Boss really taught me

is we've gotta reinvest.

Because if my associates are happy,

we have a fighting chance
of making our customers happy.

As a result of Undercover Boss,

not only am I feeling
personally healthier,

I know the company is healthier.

The chains that were pulled off my neck

when I was working out...

those same chains
were lifted off the associates

because they now hear
that they have a voice

that will be heard.

See, it just changed
from a paycheck to a good job.

You know, that makes all the difference.

That's great.

Great seeing you.

- Yeah. See you around soon.
- All the best.

We'll see you in a couple of weeks.

Let me walk you downstairs.

This is the kind of thing that
we've gotta make sure happens.

Mark Mallory,
the Mayor of Cincinnati,

was the only government official
in Undercover Boss history

to go undercover.

All right.

People still comment to me
about the fat suit that I wore.

Okay.

Or about the dreads
that I had in my hair

or the beard and moustache.

Some people tell me I looked
better with the hair on.

Okay.

When I was doing Undercover Boss,

I was expecting to maybe find
a lot of disgruntled employees.

I was expecting to maybe
hear about how tough it is

to be a city employee
in this environment.

Good! Hey!

What I ended up finding

were people who were very
committed to public service.

Right now, my oldest son,
he's in a nursing home.

He's in a nursing home? Why?

Yeah, he has cerebral palsy.

I really became focused

and very invested in what I was doing

when I was sitting in the cafe

having coffee and donuts
with the meter maid.

Nobody should ever
go through that, you know?

Leaving their child 'cause they
can't take care of them.

I think, then, I started to realize

this is beyond
just doing a television show.

I'm actually affecting
someone's life here.

I have some friends
that want to help out...

Okay.

And buy you a van that has

a wheelchair ramp in it.

Thank you.

You're welcome.

But it also brought to me
a new commitment

and a renewed commitment
to public service.

All right. Here we are.

Well, after Undercover Boss,

I continued to go out
and work with employees

because I wanted to see

what some of the other challenges were.

We have quite a few buildings
that we gotta get demolished

in a very short amount of time.

Okay. Well, what do you say
we get to it?

Do I need some safety equipment?

Yeah. We got a hard hat here for you.

Today, I'm gonna be going
to help demolish a house.

Yeah! Yeah, there you go!

Building inspector!

We have 500 or 600 buildings

in the city of Cincinnati
that are vacant,

that need to be demolished.

- This handle here...
- Right.

Moves the... moves the stick in and out.

These are blighted properties
that need to be torn down

and give us the opportunity to
rebuild some of our community.

You're doing good.

When you have an experience

like I've had on Undercover Boss,

you get a new perspective

that allows you to dig deeper,

to go into some of the areas
that you think you know

that you don't really know.

I gotta tell you,
this is kind of therapeutic.

It is therapeutic.

That was fun.

- Appreciate it.
- Yes, sir. Anytime.

Thanks a lot.

Undercover Boss
didn't just change my life,

I think it changed the lives

of a lot of mayors across the country.

I've heard from mayors that
I see at our annual conferences

who say that they have gone on jobs too

because they saw me on the show.

That's a great feeling.

This looks great.

When Dina Dwyer-Owens,

CEO of the Dwyer Group,

went undercover in her own company,

she discovered that there was
a great need to help women

in the workplace.

In doing the Undercover Boss show,

what I learned is that
there are women out there

who are incredible
at working on the front line.

You are the epitome of what
Don Dwyer would've looked for

in one of our team members.

Thank you.

You're an incredible technician,

and you're an incredible mother,

and you're an incredible wife.

So what I'd like for you to do
is have you spend time with me

creating this new program.

And you'll help, you know,
reach out maybe to women.

Are you willing to help me with that?

Absolutely. I think it would be fun.

It'll be a lot of fun.

I'm just a little country girl
from nowhere.

You're an amazing
country girl from nowhere.

Thank you.

Today, only about 4%

of our front line
team members are women.

So we've started a new program,

and Tanna Marino is helping a committee

bring more women into the trades.

These are all women-cut?

These are all women-cut pants.

- Yeah.
- Are they all about the same?

- Hi!
- Hi, Dina.

- Hi, Tanna!
- How are you?

Good! Good, good, good.
Can't wait to see the uniforms.

I'm grateful that Tanna
can now set an example

for other women.

So she can show other women
if I can do it, you can do it.

Since an early age,
my dad grounded me in my faith.

I can almost hear him saying,

"Dina, get out there
and make a difference today."

Ladies and gentlemen, Dina Dwyer-Owens.

Good morning. Thank you, Diane.

I had an opportunity to speak
to a catholic women's group.

And it was all about,

how do you live your faith
in the workplace?

Some of you may know Don Dwyer.

Um, Don is my father

and the founder of the Dwyer Group.

He began the Dwyer Group
with what he coined

his "code of values."

My faith now has just gotten even deeper

than what it was before.

Because what I heard, again,
from viewers is that...

They were thankful
that somebody at my level,

running an organization as big
as the Dwyer Group of companies,

was willing to be honest
and upfront about their faith.

- How are you, Pauline?
- I'm good.

St. Mary's.

I did see the episode that you were on.

- Did you?
- Yes.

And it was such a good show.

Being invited to speak before groups,

especially groups of faithful people,

is very humbling, because
who am I to speak to them?

But I guess the good news is
maybe I'm doing something right.

And I can only give God
the credit for that

that he's working through me
to touch people's lives,

'cause at the end of the day,
that's all that really matters

is... is what I'm doing
making a positive difference

in the lives of the people I touch?

Coming up...

Why would I wanna work for you
with the way you talk

to people inside there?

I would say that you
couldn't handle the job.

One CEO returns
to a restaurant he shut down

when he went undercover.

My biggest concern is training.

- And later...
- Hi, I'm Jake.

So...

How long have you guys, uh, worked here?

A boss faces
his biggest challenge ever...

the language barrier.

Como le va en clase de ingles?

Um...

I like to whip cream people in the face.

Some bosses
who've gone undercover

have been confronted with situations

that have required them
to take drastic measures.

Yeahha-ha!

You gotta try to call me tonight.

It's my duty to have a discussion...

About Jacqueline and her future.

That this is not
how we run restaurants here.

I'm gonna go see your supervisor

and I'm gonna find out
what's going on here

with this call center.

She blew it.
I'm about to just flip out here.

Rick Silva,
president and CEO of Checkers,

was a boss undercover...

When he experienced
every boss' nightmare...

So if you go on overtime,

I can take you outside
and beat you up, right?

A restaurant so bad
it had to be shut down.

Why would I wanna work for you

with the way you talk to
people inside there?

I would say that you couldn't
handle the job.

I'm CEO for this company.

You don't belong in that restaurant.

Right here, right now,

we're gonna shut the restaurant down.

It was a difficult decision

to shut the restaurant down that night.

At that moment, I forgot
the cameras were there.

I was in one of my restaurants
and things weren't right.

I had an employee who wasn't happy,

I had a manager
who wasn't doing things right.

And it was my job to make them right.

I'm at that Checkers restaurant

that I shut down
when I was on Undercover Boss,

and I wanna see how it's doing now.

Welcome, Mr. Rick! How are you?

Good. Very, very good.

Welcome to my store.

We put a new manager at this restaurant.

His name is Leo

and he has made very important
changes to the restaurant.

When I was here
with Undercover Boss show,

my biggest concern was training.

How much training did we give you?

I didn't get any training.
I trained myself.

So every single employee
has gone through the training.

Every single employee.

Every single employee
is trained and certified

in every single position.

That wasn't what was going on
when I got here that night

with Undercover Boss.

- Value size orange? Sure.
- Thank you.

Thank you!

- Thank you.
- You're welcome.

I love the feeling of teamwork.

I love the respect.

- Hey, Todd?
- Hey!

Good to see you! Always good to see you!

That night when I was here,
Todd was a team member

and wanted to go back to school.

Why did you stop?

It seems like you really love it.

I love to see you smiling like this.

This is a level of confidence

that you didn't have that night
when I was here.

I know.

I was so disappointed that night

that Todd wasn't feeling
comfortable in his restaurant.

How late can you stay?

I would never let somebody
talk to me like that.

I do it because I need to help my mom.

How's it make you feel?

Like I'm worthless.

I just wanted to work. I just need a job.

Things have changed in the restaurant.

Everyone is a team now.

We're very supportive
towards each other.

Everyone treats one another
with the utmost respect.

I look forward
to waking up in the morning

and going to work now.

I'm very relieved to be able
to come back and understand

that today his manager is treating him

with the respect that he deserves.

So tell me about you.

Right now, I'm striving
to be shift manager.

I wanna talk about that,
about your development.

One of the things that we offered you

was the opportunity to go to school.

And I know you've been incredibly busy

and haven't had a chance to take
advantage of that opportunity.

But is there any way
that you can get to that

and get to school and start going?

- Of course.
- Yes?

Absolutely.

My mind hasn't changed
about going to school.

Okay.

Most likely, I'll be going
to school during the summer.

Honestly, that makes me more happy

than everything that's happened
in this restaurant.

I really wanna see
if you can make that happen.

- We gonna shake on it?
- Shake on it.

That's what I'm talking about.

Rick has made a big difference,

and my life has changed dramatically

since Undercover Boss.

I'm planning on going to culinary school

during the summer time.

I'm honestly proud of myself
since the show.

Today, I feel very confident.

I can speak up for myself,

and I'm not afraid to say
anything I have to say.

I appreciate him
for everything he's done.

Hello!

Hi.

I am so impressed with this restaurant.

You're number one in South Florida,

you're number three
in the entire company.

But what I saw in there,
what I felt in there,

that's what really gets me excited.

'Cause what I saw in there was teamwork.

I got a totally different feeling.

And that gives me confidence
it'll keep getting better

and keep getting better.

So I've decided

that I wanna
give this restaurant $15,000

to thank you
for the incredible difference

that I've seen here today.

'Cause I want everybody
to get an extra bonus.

- That's amazing!
- They deserve it. Yes!

That sounds great.

More money is always good, right?

More money's better than less money.

- I like that, right?
- Always.

The Undercover Boss experience
has made me a better leader.

One of the things that I realized

is that there's always more
that we can do

to support our employees

so that they can improve their lives

and really improve Checkers and Rally's

for everybody's benefit.

All right, Leo, thank you.
Congratulations.

Good job! Number three.

On your way to number one.

All right, yes. Thank you.

I love it!

When Rick Tigner,

the president
of Kendall-Jackson Wineries

went undercover in his own company...

He discovered some serious problems.

Every job has its bull@#$%
you gotta deal with.

My job just happens
to have a lot of bull@#$%.

One of the most surprising, crazy days

was obviously the day with Rene,
the truck driver.

They tell you this or that
or try to give you attitude,

I mean, the first thing that
comes to your mind

is @#$% you.

No teamwork kind of a thing,
or is there?

I'm on team Rene.

For me to see individuals
out there not working as a team

frustrates me.

I don't believe you can be a team

when you're just one person.

At the end of the day,

@#$% customer service, @#$% all that.

Yeah.

I've had this problem with this guy

a couple times now.

Like, you're an @#$%.

And, you know, tempers flare.

Ended up almost fighting the guy,

it got really bad.

That was shocking.

I was mad almost the whole time.

But I learned a lot.

The one thing I talked about

was concierge level of service.

And what I realized right away was

we weren't providing
concierge level of service.

Today, two years later,

Rene no longer actually
works for the company.

But we now have a code of conduct,

now we have driver rules
and regulations,

we have a better morale inside
the truck driving department

that we have.

So it's a much better business today

than before I met Rene.

During the shooting,

one of the moment I had that
was an "ah-ha" moment for me

was actually in the field
trying to communicate

with our farm workers

and the fact that we just
couldn't communicate with it.

Hi, I'm Jake.

So...

How long have you guys, uh, worked here?

Um, you'll be needing this.

It's English-Spanish dictionary.

Oh! Do you know Spanish?

- I don't yet.
- You don't?

I don't see the word "how" in here.

- That's the Spanish side.
- Oh.

Laura couldn't communicate.

I was trying to read from a book.

That was embarrassing.

The amazing part is
we have done lots of fixes.

So, Fernando, what did you write?

"Irma is working..."

- "Irma..."
- "On the table."

"Is working."

We do English classes
for Spanish-speaking employees...

Como le va en clase de ingles?

Muy bien

Yes, yes, yes.

Okay, bueno.

We do Spanish classes
for English-speaking employees.

So I'm learning some Spanish too.

- How am I doing?
- Muy bien.

The great thing that we've done

is we're bringing
our English-speaking employees

and our Spanish-speaking
employees together

for new-hire tours, new-hire orientations,

management classes.

This is my first time I take this classes.

And, uh, I'm a truck driver.

That's the first company I work for

they do this.

And I really appreciate it.

It's all the things
that you do after the show

that make this show great.

Management training, language training,

promotion from within
all came due to the experience

on Undercover Boss.

Esmerelda, Tony, Buenas tardes!

Buenas tardes!

Las uvas estan cultivando.

Estamos cultivando Chardonnay.

Muy bonitas.

Doing Undercover Boss is amazing
how much it did change

the culture of Kendall-Jackson
and things that we do today.

And, uh, I would do it again.

Sync and corrections by atrn97g
for www.MY-SUBS.com