All language subtitles for Undercover Boss S1 EP6 GSI Commerce

Translated By The Community Of WWW.MY-SUBS.COM

Male announcer: The economy
is going through tough times.

Many hard-working americans
blame wealthy CEOs,

out of touch with what's going
on in their own companies.

But some bosses are willing
to take extreme action

To make
their businesses better.

Each week, we follow the boss
of a major corporation

As they go undercover
in their own company.

I'm stepping down
as the CEO of GSI Commerce.

Announcer: This billion-dollar
e-commerce giant

Manages websites and fulfills
orders for huge retailers.

But when one of america's
youngest CEOs

Poses as a new recruit...

Nice to meet you, Gary.

Announcer: And works on the
front line of his own company...

Have you ever loaded a truck?
I haven't.

Ooh, ooh, oh!

Announcer: He'll find out
what's really going on

In his own business.

I opened the box,
and it is crushed.

You're not letting me talk,
so I can't help you, elizabeth.

She's actually getting lucky
that this show is being filmed,

Because if she wasn't, she'd be
walked out of here today.

Announcer: And he'll discover
the unsung heroes

That make his company run.

This experience
really touched my heart

As a manager and as a man.

Announcer:
How will his coworkers react

When they find out
he's really the boss?

And how will it change
their lives?

That is awesome.
[laughs]

Announcer: Find out next
on undercover boss.

Undercover Boss 1x06
GSI Commerce
Original Air Date on March 21, 2010

I'm Michael Rubin.

I'm the founder and CEO
of GSI Commerce,

And this is my creation.

GSI Commerce operates most,
if not all, aspects

Of major retailers' and brands'
e-commerce businesses.

So what that means
is companies like the NFL,

Major League Baseball,
Aeropostale,

and other popular brands

who want to sell
their products online

Have hired GSI to do it
for them.

We design the websites,

We pick up the phones,
we ship the merchandise--

Everything
under our clients' brands.

If you're an online shopper,
you've probably used GSI

And didn't even know it.

I've loved business
since I've been a little boy.

It's always been in my DNA.

When I was literally
eight years old,

I'd sell stationery
door-to-door.

When I was 12 years old,

I started a skeet-shooting shop
in my parents' basement.

By the time I was 14,
I opened my first ski store

In a retail shopping center.

And by the time I was 21,
I had a business

Doing over $100 million
in revenue.

I knew I was good at this,

And it felt good to be a winner,
and business made me a winner.

That's what drives me.

It's never been about money.
It's always been about winning.

Being the CEO
of a very fast-growing company,

I got to work nonstop.

You have senior management
this afternoon

From 12:00 to 2:00,
and that's not gonna work.

Okay.
And then...

So whether you're
in the office or in meetings

Or you're at home
on your blackberry,

I'm kind of working 24-7.

Michael never stops...

Constantly moving.

Can you actually get
that reset back up,

'cause we really do need
to make that work?

Since the age of 12, business
has been my first priority,

And it's remained
that way ever since.

I've put so much effort
into GSI,

It definitely takes away
from other things.

I would say Michael
as a husband

And Michael as a businessman
are one and the same.

He is definitely
a workaholic--

Texting at 3:00 in the morning
to europe.

He treats GSI
as if it is his baby.

Hi, Kelly.

Hey, lip gloss.
Lip gloss?

Daddy's working.

Meegan's always been
really supportive

Of whatever I've been doing,
and she understands me for me.

I'm trying to do
a better job balancing today

Than I ever have,

But it's still something
I really struggle with.

At the same time, competition's
moving very quickly,

So there's no time for rest,

And that's really
the way I look at it.

I'm headed
into the boardroom

To tell my executive team
what I'm about to do.

If I were an executive,

I wouldn't want the founder
or CEO working in my operations.

They're gonna think I'm nuts.

I'm sure everybody
is wondering

Why I've called all of you
to the boardroom today.

I'm stepping down
as the CEO of GSI Commerce.

[laughs softly]

That is, for next week,

Not in total.

Oh, okay.

So during the next week,

I've decided
to go undercover

As a temporary employee in our
fulfillment and call centers.

So you're gonna picking,
packing, hauling,

Moving boxes for eight,
ten hours in a day?

That's right,
maybe even longer.

For now, I'm no longer
Michael Rubin.

I've officially changed
my name to Gary Rogers.

So the employees aren't gonna
know that you're the CEO?

Employees aren't gonna have
any idea.

We're gonna do a few more things
to change my look.

Gonna make you skinny?

[laughter]

We're not gonna do skinny.

We probably
can't do that overnight.

One thing that I need
from all of you

Is to keep this
completely confidential.

This is a complete
waste of time

If anybody finds out,
and that will set me up

To really be able to go out
and understand what happens.

Thank you.

[indistinct chatter]

That's gonna be a disaster.

[laughter]

Peak is the holiday season.

Everything goes crazy,

And we make 70% of our profits
in the holiday quarter.

Everything
is about nailing peak.

But for me, why not
go undercover at peak?

I'll see everything we do

At the most stressful time
of the year.

Can our systems stand up

To everything
that we think they should?

It's the single best time
for me to evaluate it,

Because I want to see
how's my team playing

During the most important
moment of the game.

My cover story will be
that I'll be taking part

In a tv show
about seasonal jobs.

Hi.
Hi.

I need a room, please,
for the night.

Mm-hmm.
I'm a little nervous.

I've been my own boss
my entire life.

Can Michael Rubin,
the founder and CEO,

Live up to the reputation
of a founder

And do each job really well?

I'm here at the richwood
fulfillment center,

Where we pack hundreds
of thousands of orders weekly

For consumers to buy online
at our websites.

This is actually the size
of ten football fields.

We ship 75,000 packages
per day during peak,

Just out of this facility.

You must be Gary.

I am.
Gary, I'm matt.

How you doing?
Hey, matt. How are you?

I'm doing well.
Come over here.

We'll get you changed.
Let's do it.

What am I gonna be
doing exactly?

You will be loading trucks.

We have 5,000 total employees
at GSI Commerce.

When we get
in the holiday seasons,

We need to go up to 10,000,

And it's
these seasonal employees

That really help us
to deliver for our clients.

I've had
very little exposure

To our seasonal employees.

So this is
a great opportunity

For me to go in the company
as a seasonal employee

And see the jobs
through their eyes.

This is Rashelle.
How are you?

Rashelle, this is Gary.
Very nice to meet you.

Good luck.
If you have anything, call.

Nice to meet you, Rashelle.
Nice to meet you too.

So have you ever loaded
a truck?

I haven't.

This is gonna be fun.

We want to stack 'em high
and tight.

We want 'em from floor
to ceiling all the way up.

I feel like we're being
attacked by boxes.

We are.

It's nonstop.

I'm starting to feel like
I'm gonna be very tired

After an hour.
[laughs]

Is this your
first season here?

I've been doing this
for three weeks.

Three weeks?
Yep.

My oldest boy goes
to CCU now,

And I got this job so I could
help pay for his college.

I'm hoping to get
on full-time.

You're certainly doing
a heck of a job here.

[chuckles]
this is hard work.

I'm not sure I'm cut out
to do this job all day.

This is hard.
[laughs]

Well, yeah.

I'm feeling
like my side's

Not gonna look as good
as your side.

Hey, Gary, real quick,
make sure

You're stacking
as high as you can.

When you got everything
falling over,

It will shift when
the truck driver takes off.

You got it?
Got it.

They seem tough here.

I guess, you know,
if I owned my own business,

That's the way
I'd want it done too.

But we need to start
packing it really tight.

These boxes just keep coming
and coming and coming.

Oh, they don't stop.

I had no idea
that this would be

The most difficult workout
I've ever had in my entire life.

Whoa.

This is the first time
since I founded the company

Ten years ago
that I wished for orders

To stop coming in.

I think I screwed up.
Watch out.

Oh!

Oops.
Oh!

No, no, no, no, no.
No?

High and tight.
High and tight.

I feel like
we're getting--ooh!

Oh, are you okay?

No, not really.

Just be careful.

I felt horrible.

I actually hit Rashelle
in the head with a box.

I was so tired
and exhausted.

You got to get something
over here.

All right, guys, you getting
towards the end of the trailer?

[groans] I've noticed
you've got a couple boxes

Still falling down.

Is it one of the worst
trailers you've ever seen?

It's getting close.

The shipping company's
not gonna like it,

'cause if we open up
this door,

Everything's gonna fall out,
it's gonna damage product,

And it's gonna have
some unhappy customers.

Okay.

So this may not be
your shtick.

So we're gonna bring
Rashelle and you over

To the other side here,
show how you sort the boxes.

All right.
All right.

I was embarrassed
that I couldn't keep up.

The job was so hard.

I actually thought
when I signed up to do this

That everyone
would just say, "wow.

"Gary's so great
at doing these jobs.

This is easy."

I was absolutely wrong.

All right, we are gonna
separate the boxes.

Either it's gonna be
a local truck,

A midwest truck, an east truck,
or a california truck.

You might be good at this.
[laughing]

Wow.
Now the truth comes out.

Normally we would walk
every single box

To the gate
and scan each one in.

It just takes too much time,
so I put these on my arm,

Scan the package,
scan it to where it's going,

Set it on a skid,
and then that way,

When I get to the truck,
I'm ready to load it.

You just started doing that?
I started doing that.

Probably the most stunning
thing about Rashelle--

She had all these great ideas
about how to improve efficiency.

How much time does it save
by doing it this way

Versus the way
it used to happen?

I believe
that I am able to scan

In an hour about 25% more.

For me, it was great
to see her

Having so much passion,
not only about the company,

But about ways
for us to improve.

We'll test
your stacking ability now.

All right,
I'm gonna stack these well.

All right.

And it's employees
like Rashelle

That literally hold the company
on their shoulders.

I wish all of our employees
we hired could be like her.

And we just take the boxes
and put 'em on.

I feel better suited
to do this position.

Don't hurt yourself.

So I just got done
my first day,

And the only way
to describe it

Is I'm exhausted.

Every bone in my body hurts.

I never understood
what it was like

To do all the different things
that I did today.

I'm whipped.

Announcer: Coming up,
Michael nearly blows his cover

When he thinks an employee
is rude to a customer.

No, that's not
what I said at all.

You just haven't let me finish
a sentence.

Announcer:
Michael Rubin,

CEO of GSI Commerce, is
undercover in his own company.

He's discovering
that the frontline jobs

Are more difficult
than he ever imagined.

Now he's off
to Melbourne, Florida,

To work in a call center.

When you go to one
of our websites,

If you want to call
and talk to somebody

And place an order,
you call our call center.

And there's nothing
more important

Than how we handle
consumer calls.

Most customers that call
our call center,

They're really happy,

But when you handle more
than 20 million calls a year,

Some of them
are gonna go wrong.

So today I'm gonna go
work escalations,

Where customers
who have issues

With their orders call
for additional help.

We've all had
bad orders before,

And you call, and you want
to kill the person

On the other side
of the phone.

That's these people
that are working at escalations.

Hey, Gary.
Hi, I'm Adam.

Nice to meet you, Gary.
How are you?

I'm doing great.
Nice to meet you.

You ready
for some escalations?

I am as ready
as I'll ever be.

[chuckles]
sounds good.

Take a seat.

We will start getting
engaged in what I do

On a day-to-day basis.

Okay. Should I prepare myself
to be screamed at or...?

[sighs]

Unfortunately,
I do believe so.

Just basically use
a calm voice,

And the main thing
that we do here is apologize.

And also
the closing statement,

Asking if they were
completely satisfied.

That's really gonna be it.

Listen to these first
couple calls here...

Okay.

And we should be good
to go from there.

I'll just sit and listen
and watch, right?

And let's see
what's going on.

L-3, this is Adam.
How may I help you today?

Thank you for holding,
Mr. Warden.

I do appreciate
your patience there.

Hi, Greg. How you doing?
This is Adam.

You had placed
an order

For a customized premier
home jersey there.

And I canceled it
15 minutes later.

And I definitely do apologize
that, first and foremost.

Why would it take until the
day of shipment to notify me?

You know, I certainly
do apologize that there.

I do apologize
for that inconvenience.

If I have to,
I'll send it back.

Since it is a customized item
and all sales are final

On that, unfortunately
the warehouse

Wouldn't be able to accept
that return.

If I could do a 20% discount--
$23 back--

30% back off on the jersey.

That's fine.
All right.

And have you been satisfied
with the service

That I've provided today?

Um, yes, sir.
Thank you.

One moment, please.

Do you feel like you'd be ready
to take a call?

Throw me
to the wolves already.

Yeah.

And we actually have six calls
waiting right now,

So we're gonna receive
a call right now.

All right?

Yeah, hi, l-3, this is Gary.
May I help you?

Okay, I have one thing
to say.

We opened the box,
and it is crushed.

Apologize.

I'm really sorry
for the problems you had.

I can't get this item
in the store.

What do I do now?
'cause I can't return

The custom shirt
that's being sent,

And I can't get another one.

I apologize for that
happening with them.

It's not my fault.
It was y'all's fault.

Um, let me just--
um--um...

What we can do is give him
free expedited shipping

For any other item
that he'd be interested in.

Hey, John.

If we--if we--if we sent you
something that was

Already made, um,
and then when, um,

Send that out immediately
and, um--

And we would pay
for the expedite at our cost.

You know what?
Let's simplify this.

Let's just go with
old-time hockey youth shirt.

"are you satisfied
with the service?"

Are you satisfied with
the service I gave you, sir?

Yeah, that's fine.
Great. Okay.

Thank you so much.

[sighs]

How'd I do?

Not completely up to par,

But you definitely
can get this done

With the proper training.

Do they ever get
under your skin?

Me personally?
No.

I mean,
I look at it like

If their order
is their biggest problem,

I'm gonna do everything I can
to get their issue resolved

So that, you know, they
definitely will be satisfied

And be calm
by the end of the call.

Adam's perfectly suited
for this.

I mean, if a customer called
and flipped out on Adam,

He'd be like, "I'm sorry.

"I understand. Let me tell you
how I can fix this."

It's in his DNA to deal
with difficult situations

And get a great outcome.

He could be
a hostage negotiator.

If we want to go ahead
and take a break,

We'll head over
to the break room.

Okay.

How long you been
doing this for?

I started here December 4th
last year.

They've really shown me
a lot of love

Since I stepped
in this door.

That was a year ago?
Yep.

I was actually working
for another major

Cell phone company.

It was actually
the only job

That I've ever been
let go from,

But that was only
because it was

A very bad
personal situation.

I ended up
losing my daughter.

And the day
that I lost my daughter,

I was unable to go in
and work that black Friday

And just due to that,

They said that my services
were no longer needed.

I hate to even ask you
how you lost your daughter.

I mean,
I have a daughter myself.

Yeah.

Honestly, they have no idea.

It was at birth and her heart
actually just stopped

Right when she was coming out.

They have no idea
what caused it.

Me and my fiancee
were planning to get married

Prior to her getting pregnant,

But now, since we have
our daughter buried,

We're really trying
to save up enough money

To get the two plots
next to our daughter

At the cemetery there, so...

I now understand
why you said to me

That it's only an order.
I mean, I guess--

Exactly.
Nothing else is--

I mean, I don't know what to say
other than I'm sorry.

You know-no, I appr.

I really do.

Sometimes it's nice
to be able to hide

Behind your desk
and do your job

And not get close
to these things, so...

To see what he went through
broke my heart,

And it really made me miss
my family.

I was definitely not prepared
for anything like that.

It's time to go back
to the escalations.

I'm gonna sit you down here
with Danielle.

Gary. How are you?
Nice to meet you, Gary.

She's gonna be able
to help you out,

Learning the systems
a little bit better there.

So you guys have at it.

I need all the help
in the world.

I mean, you sound
a little nervous.

Fake the confidence.
Fake the confidence?

Just act
like you been here ten years,

And you're good to go.
I'll be more confident.

'cause they'll sense fear.

Our job is to be the punching
bag and take the abuse.

Okay.

You ready to do this?
I am.

All right, let's do it.
Hit the auto in?

Yeah, go for it.
There you go.

Go for it.

L-3, this is Gary.
Can I help you?

I have a customer
on the line.

She ordered a garmin
the day after thanksgiving,

And she paid $99.99 for it.

It got canceled due
to a setup error.

The setup error means

This wasn't
the customer's fault at all.

Okay, right now
the garmin is $149.99.

The only thing
that'll make her happy

Is that she doesn't want
a credit after the fact.

Oh.
She wants to pay $99.99 today.

Okay, why don't you transfer
her to me, please?

Okay, she has to do
an after-the-fact credit.

We don't have a choice.

When it ships out,
it'll be $149.99.

And then we'll give her
a $50 credit.

But then the $50
will come back in 24 to 48.

Hi, Elizabeth.
How you doing?

I'm sorry for the problems that
you're having with us today.

I just want you to--
just make sure I understand--

Okay, so I've got mostly
good news for you.

We can sell that
to you for $99.99.

The problem is just the way
our systems work.

We need to put it through
at the price

That's on the website today.

Elizabeth, I really--
Elizabeth--

She's overpowering you
right now.

Understood, Elizabeth.

I promise you
I'm here to help you,

And I want to help you,

And your business
is really important to us.

Yes.
Yes.

Yes.

We definitely see--
yes, I see the email.

Yeah.
Yeah--

Ask to put her on hold.
You're not getting it.

Can you hold on
one second, please?

Uh-huh.
Thank you.

All right,
here's the problem, okay?

You're new, so at this point,
she's not gonna accept

The after-the-fact credit.

So you have to sound confident
at this point

And put her in her place.
But--but--

Yes, she's had
a bad experience.

But don't we want
to make her happy?

We can't make her happy.

We have to do
the after-the-fact credit,

And that's what you're
not understanding.

And is she ever gonna
come back

And buy from us again
if we...?

I know your goal is
to please her,

But you have to understand,
sometimes we can't please them.

It's impossible.

Hi, Elizabeth.

I understand the situation
you're going through,

And I apologize greatly
that you're having

These issues right now.

I definitely do, actually.

No coupon code
was ever sent to me.

May I speak now?
Ma'am?

Ma'am?
Elizabeth--

You're not letting me talk.

You're not letting me talk,
so I can't help you, Elizabeth.

I'm sorry that you're having
a hard time.

Not honoring
what the email said.

You said you had an issue
with corporate's email.

I would say contact corporate
and see what they can do

To remedy the situation.

It took every bit
of constraint I had

To let that call even go on.

So you don't even know
when the credit's

Gonna be issued back?

No, that's not what
I said at all.

You just haven't let me finish
a sentence.

There wasn't a lot
that Danielle was doing right.

She had an attitude
with the customers.

And then I said we would do
an after-the-fact credit.

Would you like me
to repeat it?

She didn't want to make
the customer happy.

I can give you
corporate's number.

If you'd like to,
you can contact them.

Please give me
corporate's number.

Not a problem.
Be happy to assist you.

The person who actually--

Okay, corporate's number
is 1-800...

[phone clicks, dial tone]

Okay, she hung up.
So there's--

And that's not even
a useable call,

'cause we can't
transfer it now.

Can I take a quick break?
You want to take a break?

Yeah.
Thanks.

We'll just hit "break" here.

[sighs]

I went from heartbroken

To extreme
frustration and anger.

Not what I expect
of my employees.

I think she had
a chip on her shoulder,

And she wanted to prove
that she was right

And not satisfy
the customers' needs,

And that will never be
acceptable in my company.

Obviously, I didn't want
to blow my cover.

So she's actually getting lucky
that this show is being filmed,

Because if she wasn't,
she'd be walked out

Of here today,
because I don't accept that.

A problem like Danielle
was the last thing

I wanted to find undercover,
and now that I have,

I'm glad, and I need to confront
this issue head-on.

And I'm gonna use
what I learned with Danielle

To help improve our company.

Announcer: Coming up,
Michael fights

To keep his job.

You have this down
way better than I do.

We no longer
need your services.

Announcer: And later,
he sees he's not

The only GSI employee
with a competitive drive.

Three, two...
One, go.

Wrong way.
I'm going the wrong way.

Announcer:
Michael Rubin,

Founder and CEO
of GSI Commerce,

Is undercover
in his own company.

He's posing
as a seasonal worker

During the busiest time
of year.

His journey continues
in Kentucky.

I'm back at the Richwood
fulfillment center

To work
as a single-line packer.

The employees here
are evaluated

On how quickly
they can pack and ship.

The faster they go,
the more profits come in.

During peak season,
we have six times

The amount of orders
to be fulfilled.

I want to find out if there's
a way to increase production.

I'm Greg Rogers,
the pack supervisor.

How are you?

I'm going to take you
upstairs to the packing area

And hook you up with a trainer
and get you going.

Great.
I'm a quick learner.

Well, let's hope so.

It's pretty fast-paced,
actually.

The area we're gonna put you in
is 90 units an hour.

Hey, Shannon.
Hello.

Hi.
This is Gary.

Hi, Gary.
I'm Shannon.

Very nice to meet you.
You gonna make me good at this?

I'm gonna try my best.

I'll let you watch me pack
for a minute,

So you can get a basic idea
of what we're doing.

You're gonna scan
this bar code here.

Yeah?
And it'll pop up in the box.

And that's our tote number.

What I do is I make my boxes

From the top down.

Okay.
My product's in.

How do you know which one
to put in it?

Because it's the one
I scanned right here.

Got it.

You are fast at this.

You are so fast,
it's incredible.

Our goal here
is 90 an hour--

1 every 40 seconds.

How many can you do
in an hour?

I can do anywhere
from 110 to 150 an hour.

You think you're ready
to try this?

I'm a little nervous
about moving at your speed,

But I'm gonna pick up momentum
very fast here.

I'm sure of it.
You're fine.

Go ahead and scan it.

[beep]

You have this down
way better than I do.

Okay.

And then put this guy
in here?

Uh-huh.

What's going on with all these
football products here?

Are you a football fan?

I'm more so now
than what I was,

'cause both of my sons play
football now.

What pace am I going
at right now--

Fast enough pace?

No.

It's all about getting
a little rhythm is all it is.

Do you like it here?
Yeah, I love it here.

It's a really good company
to work for.

I am fortunate enough
that I'm trained in many areas,

So I'm not stuck doing
one thing

Every day, all day.

Oh, no.

See?
Like, this one's an A.F.

It's not an E.E. anymore.

Hi, Gary.

Right now you're sending
about 40 for this hour.

Don't panic yet,
but we do need to make sure

We're heading towards the 90
and improving each hour.

Okay.
All right?

Thank you.

You think you're ready
to go back and try this again?

I think I am.

If you're not
at 90 units per hour,

What happens?

It depends.

Some people that they don't see
any kind of potential in,

They will lose their jobs.

Well, I can tell you
I'm packing

As fast as I can pack, so...

You ready to go to lunch?

That would be great.

You grew up in this area?

My whole life--
same school, same neighborhood.

You have any kids?
Yeah, one daughter.

She's 3 1/2.

She's getting big so quick.

Doesn't take long.

You said your boys
play football?

Mm-hmm.

One will be
in the high school next year,

And one will be in the
middle school next year, so...

Do you see 'em often?

Um, not as much as I'd like,
especially right now.

I'm working seven days
a week, so...

No question two kids
and working seven days a week

Is very, very tough.
Mm-hmm.

And then I volunteer
for bingo, 'cause they have

A boosters organization
through there, so...

They fund most of my kids'
football teams.

You seem to juggle
a lot of balls.

Try to.
It's pretty amazing.

Try to.

Oh, but you're giving me
good inspiration here.

Well, good.
See?

Now we're gonna
go hit your numbers.

How about that?
I look forward to it.

All right, I'm going
back to my station.

I'm gonna start packing.

You're gonna leave me?

I'm gonna be right across
the way from you.

Okay.

Little bit nervous,
trying to keep up.

I bet you can go faster.

Uh-oh.

Gary, you doing okay?

I think I might have
a problem.

Deep breath--
take your time.

Uh-oh.

Am I doing better?

Greg should be around
in the next little bit

And let us know
how you're doing, so...

Hi.

Hey, Gary.
Couple things here.

This one here
has got the label

On the bottom of the box.

That's obviously something
that cannot happen.

Got it. I'm sorry.
This one here--

The label going
over the edge like that,

It's never gonna read.

It's gonna kick off down
to the reject line

Down at the other end.

That's something
that cannot happen as well.

Between the issues
with the boxes and your numbers,

We no longer need
your services.

Nothing I can do?
No.

I'm sorry.
It's all right.

I can't believe
what just happened.

I've been fired
for the first time

In my entire career
from my own company.

I was embarrassed.

I mean, I was more nervous
packing boxes

Than I am in my role
as CEO of the company.

I just wanted
to thank you again.

Obviously I see how hard
this job is.

I tried to keep
doing better. Sorry.

Hope I didn't reflect
poorly on you.

No, no, you're fine.

It is disappointing
to watch him go out.

Spent a few hours asking
about family and stuff.

It's a little heartbreaking.

I take it a little personally
when I train, so...

Announcer: Even though
he's just been fired,

Michael's undercover mission
must go on.

Tonight I'm gonna work
the first night shift

Of my entire life.

When you order from one
of our clients' websites,

Orders come here,
and a person called a picker

Collects all your items
from our massive warehouse

And puts them together,

So they can be shipped
to your home in one box.

But now that I've done
so many other jobs,

I've seen how hard they are,
I want to make sure

That I get this right
and that I don't bring

The fulfillment center
to its knees.

Hey.
Gary.

Hi, Gary. Nice to meet you.
How you doing?

All right.

So what am I going
to be doing exactly?

We get your christmas list,
and we go out here,

And we pick it, we pack it,
and we ship it.

So is that what we're
doing today?

Pretty much
it's what we're doing.

This is an R.F. gun.

We use 'em to pick,
and it shows

The location I have to go to,
the item number,

And it also gives you
a small description,

And it actually shows me
how many picks I'm gonna have.

So these are the partial carts
for picking general merchandise.

You ready?
Let's do it.

Let's go.

Z-30-35-c-0-6.

18, z-30, 18--
what are we looking for?

This is "a."
this is "b."

Scan the location.

Tell the gun we're
at the right location.

How do you scan it?
What do you do?

Just like you shooting a gun.

You gonna throw this
in slot 47,

Then you're gonna go
to the next aisle,

Which is aisle 38.

B-7.
Got it.

Now we got to go
to 42-19-d.

You always leave the cart
in the middle?

Yeah, it's best to do that.

This gives you more chance
to do free walking.

We walk at least nine,
ten miles a day

In this warehouse.

Are most people
as fast as you,

Or you're in a league
of your own?

Every job I get, I try and be
the best at doing it.

I don't do it
any other way.

E-32.
We're still on 32,

So we're not gonna put
this down,

'cause that would waste time.

24-c.
There you go.

You're getting it.

Now we're gonna take you
to a break area.

Good deal.

I have my little girl
come up here to see me,

'cause she don't get to see me
that often.

She's probably in here playing
with the pool table.

Hey, baby.

[chuckles]
I miss you.

You want to say "hi"
to Gary?

Hi, Gary.
Hi. What's your name?

Delashawn.
Hi.

Yeah, I don't get a chance
to see her, 'cause, you know,

Being so busy.

Does it kill you not
to see her as much as you want?

God, it hurts.

I don't care who it is.

Nobody is more important
than my child.

So she's the most important
thing in my life.

You know why your daddy
tells me he works so hard?

'cause you love me.
'cause I love you.

Aw.

Even though I don't get
to see my daughter that much,

Everything that I do
is for her.

You see kids all the time
dropping out of school.

It's like,
"what are you gonna do?"

Yeah, I mean,
I got a second chance, so...

What gave you
a second chance?

I lived on the streets
of Detroit

From 15 until about 17.

So I would sleep
wherever I could,

Abandoned houses
and stuff like that.

My father just had
a real rough upbringing,

But I really didn't know
who he was.

Do you think
what happened with your dad

Is making you such a great dad
to your daughter?

I use all that negativity
as something to push me forward.

My father couldn't make it
as a father raising a child.

I'm gonna outdo my father,

'cause I want to do everything
for my daughter

That my father
didn't do for me.

Cameron broke my heart.

I mean, hearing
the story from him

About everything
that's gone wrong in his life

And how he just turns
every negative into a positive,

I mean, there's no other words
to describe it than "amazing."

Everything's competitive
with me.

Every chance I get
with anybody in here,

I'll compete with again,
any of 'em.

If you up for it tonight,
let's try it.

I'm as competitive
as you are,

But I already know
this is a lost cause,

But I'm still
gonna give it my best.

I need you to keep one leg
in the air

And give me, like, a little bit
of a edge or something.

No. Would Michael Jordan
give Kobe a free shot?

Hell, no.
All right, then.

Okay.
Three...

Two...
One, go.

Okay, z-33.

One quantity.

I'm already messing up.

How many units
do you have so far?

I already got rid of four.

This is really embarrassing.

[crash]

Ow.
Sorry.

0-0-2--
going the wrong way.

[beep]
oh, [...].

Cameron is killing me.
How you doing?

I might need you
to help me

Steal Cameron's cart
from him.

Can you do that for me?
Yeah.

And move it, like, ten rows.
We won't tell anybody,

And I'll give you
an hour of my money tonight.

All right, let's do it.

F-37.

You know what my problem is?

I screwed up. Wrong way--
I'm going the wrong way.

Cameron, how you doing, buddy?
Eight left.

Take a coffee break.
Your cart looks very full.

I'm very demoralized.
[chuckles]

I'm sweating like an animal.

Come on,
are you kidding me?

Great. 25-e, 0-0-4--
they go backwards.

What are you doing?
Gary!

Back-right corner.

Gary?

I abandoned
the cart, Cameron.

43-27--
time, Gary.

Are you done?
Yeah.

Look at my head.
I can see you're sweating.

You're sweating like you running
from the police.

[exhales sharply]

I'm running from you,
and I'm not doing very well.

Cameron whipped me.

There's no other way
to describe it.

You're done, so it was nice
working with you...

Hey, great working with you.
Thank you.

And see you later.

Cameron's story
was simply amazing.

He basically
didn't ve parents.

I grew up with parents
who set great examples for me,

And that helped me to develop
and be a better person.

What's amazing
is to see somebody

Who had none of that,
but is doing that himself

For his daughter.

Somebody like Cameron,
they make me recognize

Life is so much bigger
than business,

And to see the magic

Between him and his daughter
when they look

In each other's eyes,
it makes me want

To get home more than ever

And just give my daughter
lots of hugs.

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

Wasn't about what I could learn
about GSI.

It was what I could learn
about being a better person.

Announcer: Coming up,
Michael shocks his coworkers

And reveals
his true identity.

Being here makes me
a little nervous.

I would just like
to know what's going on,

Basically is what's going
through my mind.

Announcer: And later,
Michael lays down the law.

The way that call was handled
wasn't acceptable.

I never expected
this experience

To be so impactful
on my life.

It's given me perspective
that I'd never had before.

Now I'm gonna reveal
my identity

To the people
that I worked with.

I can't wait to see
the looks on their face

When they find out
who I really am.

I'm excited to share what I've
seen and learned this week.

Being here makes me
a little nervous.

I would just like
to know what's going on,

Basically is what's going
through my mind right now.

Hi.

Hi.
How you doing?

How are you?
I'm doing great.

Remember me?

Yes, I do.
You were the seasonal.

I was the seasonal.
Mm-hmm.

I'm not actually Gary.

I'm Michael Rubin, the founder
and CEO of the company.

No.
[laughs]

Oh, my God.

Am I fired?
[chuckles]

So I decided
to go undercover at GSI

And work a variety
of different jobs

Over the past week or so.

It's been a blast.

Rashelle, you know,
to kind of get a chance

To go work
as a temporary employee

And really see what happens
on the floor,

I mean, it was
an amazing experience.

Were you sore
the next day?

I was so sore.

You gave me

The most unbelievable workout
of my life.

You blew me away.

You know, for me,
watching you

Being at the company
for only three weeks

And seeing how well you
represent the company

Was such a proud moment
in my life.

I'd like to offer you
a full-time job.

That would come
with benefits,

And we would be proud
to have you on our team.

Wow.
This is quite the honor.

I would love to work
with you at GSI.

I think I've got
a pretty good chance at GSI

Of movinup
and being a part

Of something
that's absolutely wonderful.

Cameron, you're such
a hard-working guy

Who does an incredible job.

You just have
this great energy about you.

But even more than that
was to see you

Being such a great father.

I love you, daddy.
I love you too, baby.

One of the things
that I want to do

Is help you have
a better Christmas,

So we'd like to give you
a $1,000 gift card

So you can do some great
shopping for your daughter.

Oh, my God.

You know, what I see
is a winning attitude

And a leader and a manager.

I love to teach.

Cameron, as of today,
we're putting you

Into a training program
to get you on a fast track

To become a supervisor,
because I'm promoting you.

Oh, man.

Thank you.

We want your skills
to be contagious.

Oh, thank you.

You're very welcome.

What just happened
in here was unbelievable.

To have him do this for me...

I couldn't thank him enough.

Shannon, to listen
to your story

About how hard you work,
how you do it with such pride,

It was an inspiration to me.

I want to work harder
to make GSI a better company

For people like you
who make me so proud

And make our company
so successful.

One of the things
that you, you know--

That you showed me
is how hard you're working

To raise money for your kids'
football leagues,

And we'd like
to donate $5,000

Toward your son's
football leagues.

Thank you very much.

You're very welcome.
You're very, very welcome.

That is awesome.
[chuckles]

Him coming iand actually
listening and...

[giggles]
sorry.

Listening and then stepping up
and doing something

About something
I care about,

It's pretty amazing.

[giggles]

Time for me
to meet Danielle.

The way she handled that call
was completely unacceptable,

And now it's time for me
to discuss it with her.

We can never treat
a customer like that.

Hi.

Hey, how are you?
Good.

How are you?
I'm good.

Remember me?
Yes, I do.

I'm not actually Gary.

I'm Michael Rubin,
the founder and CEO of GSI.

Danielle, the way that call
was handled wasn't acceptable

And not the way
we can ever treat consumers.

And then I said we would do
an after-the-fact credit.

Would you like me
to repeat it?

It was killing me.
I mean, I was really mad.

I wanted to jump in there
and blow my cover.

I'm actually
a few weeks into--

You know, I got two days
of training.

And I understand that,

But that's no excuse to be rude
to a customer, Danielle.

It's just common sense.

If it's something
I can improve on--

That's the only call
I remember from that day.

It has bugged me.

I'm glad
that it bothered you,

'cause it should have,
and it did bother me.

At the same time,
that's exactly why I wanted

To go undercover--
to see, you know,

What really does happen.

I think a combination of us

Investing more in systems
and more in training

And making sure
these things are clear

Will make us
a more successful company.

Most definitely.

I could have handled it
with a little bit more class,

But, you know, I get to learn
from the experience

And hopefully improve
next time,

So the next customer doesn't
have to hang up really angry.

Adam, I was blown away

By how good you are
at what you do.

I try to give GSI 110%
of my effort.

Well, it's definitely
very noticed.

Listening to your story,
personally, broke my heart.

I was prepared for a lot of
things when I went through this.

I would be full of it
if I said that I epared
for

You know one of the things
you talked about

was saving money to get married,

And it's something
you've been waiting to do.

So I'd like to put $10,000
towards your wedding.

[chuckles]

I-I--
I'm speechless.

I really am.

I just--

I cannot believe
what you're willing to do for--

You know, for just me.

So thank you so much.

You're very, very welcome.

I'm shaking.

I do not get like this.

It really goes to show you

A positive attitude
really will bring good things

To your life,

And karma really does exist.

I've had
an incredible week,

And now I want to share
this experience

With the entire company.

Our founder and our CEO,
Michael Rubin.

[cheers and applause]

Hi, I'm Michael Rubin.

Until last week,

I've been undercover
at GSI Commerce.

[laughter and applause]

That's not a joke.

This was truly a
once-in-a-lifetime opportunity.

I can't wait to share it
with all of you now.

Take a look.

[applause]

These boxes just keep coming
and coming and coming.

Oh, they don't stop.
[laughter]

High and tight.
High and tight.

I feel like
we're getting the--ooh!

[crowd oohs and laughs]

You all right, Gary?

Okay, I think
I have a problem.

You know what my problem is?
I screwed up.

You're sweating like you
running from the police.

[laughter]

What pace
am I going at right now--

Fast enough pace?
No.

[laughter]

Uh, we no longer need
your services.

I'm sorry.

[laughter and applause]

As the founder
of the company,

You become a little bit
removed from people.

I've been focused
on growing the company,

And I realized I needed
to put more energy

Into improving our policies
and our systems

And creating a better
environment for all of you.

This experience
has really touched my heart

As a manager and as a man.

And I thank you for doing
such an amazing job

Building
such an amazing company.

Thanks, everybody,
for being here.

I really appreciate it.
[applause]

After this
undercover boss experience,

You realize--
I've got an incredible family,

An incredible daughter.
Life's precious, and it's short.

And you've got to make sure
to have a more balanced life.

It'll have a lasting impact

Having me want
to be more focused

On not just accomplishing
business results,

But accomplishing
human results,

Touching people one by one.

[upbeat music]

♪ ♪

-- Sync by elderman --
-- for www.MY-SUBS.com --