All language subtitles for Undercover Boss S2 EP9 Subway

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

Announcer: America is struggling
to shake off the recession.

Public distrust of wealthy
CEOs remains high.

But more and more bosses
are looking for radical ways

to reconnect
with their workforce

in order to find out what's
really going on

in their companies.

Each week, we follow the boss
of a major corporation

as they go undercover
in their own company.

Undercover Boss 2x09
Subway
Original Air Date on November 21, 2010

This week, the Chief
Development Officer of Subway,

America's largest
food franchise,

poses as
an unemployed counselor

looking for a new career.

- John Wilson.
- John, nice to meet you.

Announcer: The boss will trade
in his guitar and estate

for a delivery van
and a walk-in freezer.

Okay, he didn't
teach me this part.

John.

How do you
get out of here? Help!

Welcome to Subway.

Announcer: While working
on the front line...

Whew.

Announcer: He'll get an
insider's look

at his own company.

So why do they have two
different steak sandwiches?

It's above
my pay grade, dude.

Announcer: And he'll discover
the unsung heroes

that make his business run.

I really love my customers.

I really, really, really do.

And I got three kids
that work at Subway too.

Wow.

Announcer:
How will his coworkers react

when they find out
who's really the boss?

And how will it
change their lives?

I wanted to find out
about building sales,

but what I found
was a lot more.

Announcer: Find out next
on Undercover Boss.

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

Announcer: Headquartered
in Milford, Connecticut,

Subway has 33,000 stores
in 93 different countries.

- Hi! Welcome to Subway.
- Welcome to Subway.

Announcer:
Overseeing the development

of this $14 billion
sandwich empire is one man.

I'm Don Fertman.

I'm the Chief Development
Officer for Subway.

Subway started in 1965,

when 17-year-old Fred Deluca

wanted to open up
a submarine sandwich shop.

And that was one of the best
$1,000 investments

that anybody's ever made
in the history of business.

Hello, Janet.

Hi, Don.

My job is overseeing
the development

of brand-new stores.

But I have a confession:

I've worked at Subway
for 29 years,

and I have never
made a sandwich.

I never worked as a sandwich
artist when I was a kid.

I was all about
rock and roll.

♪ I don't care
if you say it's right ♪

♪ I don't care
if you spend the night ♪

the name if this band
was The rayons.

I was the orange crayon,

and our promoter happened
to work for Subway,

and he asked us to do
some Subway jingles.

When the band broke up,

our promoter called me up
and said, "I need some help...

Selling franchises."

And I wasn't doing
anything better at the time.

It was a very difficult
transition for me.

I had come from staying out
till 5:00 in the morning,

getting up in the afternoons,

just in time
for General Hospital.

All of a sudden,
I had to switch my lifestyle

to sitting behind a desk

and acting...normal.

Can't have a beer on your desk
in the business world,

so I found myself
sneaking drinks,

drinking when I got up
the next morning.

It was awful.

Uh, and I did that
for two years at Subway.

Until one day, I had
an on-the-job meltdown

and collapsed under
a drug and alcohol problem.

It's kind of a funny thing
with alcohol.

It starts out being
your best friend,

and it turns into
your worst enemy.

After I came out of rehab,

Fred Deluca game me
a second chance.

I've been in recovery now
for 27 years.

[Rock music]

[Singing indistinctly]

♪ ♪

after I got sober,
I stayed away from music,

worrying that it might
lead me back

to my old behaviors.

♪ ♪

but I found myself
missing it,

so today, I still play

with some of the guys
from The Crayons.

[Music ends]

[Door squeaks]

I knew Don just at the end
of his rock and roll days.

And I had a crush on him.

I love you.

I can't say
that I projected for him

this incredible corporate image
that he's got now.

- Bye, dad.
- Good luck, babe.

Thank you.

Hey, Fred.

Both: How you doing?
I'm good.

So are you
kind of ready for this?

- I--I think so.

You know,
I'm a little bit nervous

about going out there,

'cause I haven't really
done it in this way before.

You know, you--you do
this kind of thing all the time.

You're always
out in the stores.

You're always visiting stores.

You're talking
to franchisees all the time.

Yeah, I think that's--
for this project,

I think it's better
than you go.

The reason
I'm going undercover

rather than Fred

is because Fred Deluca
is the face of Subway.

So we decided that
I should go,

because I won't be
as easily recognized.

The front line people,
that's the face of the company.

So what they do
is particularly important.

Those insights are gonna
be invaluable.

That's exactly
what I'll focus on.

- Okay.
- Hey, thanks, Fred.

Go to it.

I want to reach
45,000 stores by 2015,

and I need to make sure
we're doing everything possible

so we can reach that goal.

So that's why
I'm going undercover.

The apprehension I have is,
whatever job I'm going to get,

I've gotta learn
how to do it.

'Cause I don't
know these jobs.

When I'm undercover,

I'll be posing
as John Wilson,

a drug and alcohol counselor

looking for a new career.

My coworkers are going
to be told

that this is a competition
reality show

where two candidates
compete for the same job

at Subway.

Well, I'm up early
on this first day.

It's time to transform myself
into John Wilson.

Oh ho.

[Laughing]

Okay, it's getting darker,
isn't it?

You know, this is a beginning
of what could be

a, uh, amazing adventure.

I'm here in Orlando, Florida,
at a typical Subway store.

I'm excited about going
undercover today

as a sandwich artist

because I want to find out
what it takes

to make a great
Subway sandwich.

Excuse me.
I'm looking for Jessi.

- Hi. I'm Jessi.
- I'm John.

Nice to meet you.
Here, if you just take this.

Go get changed.
Bathroom's right down the hall.

I got a lot of stuff
to teach you,

and we're about to get hit
with a rush.

Folks only have
so much time.

It's important to get
our sandwiches made quickly

so you can get more customers
through the line.

- Oh.
- This is our cheat sheets.

Okay, this is like
how you make a mini-sub,

foot-long, six-inch.

So I'm gonna give you
about two minutes.

I want you to study this,

and then I'm gonna
quiz you on it.

- Oh, boy.
- Yeah.

I don't know when
the last time is I took a test.

Two trays, one tray.

Two trays, four bacon,

one tray cheddar.

One set up...

- Time's up.
- Okay.

- Big Philly.
- Big Philly.

Uh, three trays
on a foot long.

- Okay.
- Like, one is a big Philly.

One's a steak and cheese.

Why do they have two different
steak sandwiches?

It's above
my pay grade, dude.

I make the sandwiches.

Uh, Subway melt.

I know it tastes good.

It does taste good,
but how do you make it?

Uh, turkey and bacon.

And what else?

And, uh,
a little more turkey.

Ham?

If you're slow,

or if your sandwich is taking
longer than my sandwich,

I'm gonna lose three people
while I wait on you.

And I'm not gonna make
that money back,

'cause they're
not gonna wanna come back,

because it took so long.

So, you know, my objective
is to break you.

Because if I can break you,
I don't need you.

You have to be as good
or better than me.

I'm a customer.
I just walked in the door.

What do you say to me?

Um, hi, how you doin'?

Welcome to Subway.

Welcome to Subway.

What kind of bread
would you like?

Should I say it like that?
Welcome to Subway.

What kind of--

you have a stern look
on your face.

- Funny guy.
- Mm-hmm.

You're trying
to be a comedian.

How 'bout
we just make sandwiches?

Hi, sir.
How are you?

What can we get
for you today?

Any cheese on it?

How many pieces of turkey
does a foot-long turkey get?

Uh, I would say six.

You would be right.

I'm just learning.

Okay, would you like
some vegetables on that, sir?

- Oh, everything
but onions and ja--

so then I can remember
what order.

Some pickles, sir?
Yeah.

Come on, just grab
a handful.

Yeah, you can pass that.

Grab a handful and then go?

- Fold.
- Fold now?

'Cause this is six-inch.
- Rolled.

- Roll.
- Roll.

Fold.
Fold.

Look, there's
a lot of people here.

Roll, roll.

- Hey, uh, you're--
- yes?

You're being timed.

- I'm being timed.
- Yeah.

- On this one?
- Uh-huh.

You get two minutes.

Okay, it was a--

- Subway club.
- Subway club.

American and swiss.

Excuse me.

- For here or to go?
- Uh, it's for here.

This is my first club ever.

When Jessi was timing me,

I could really
feel the pressure

'cause she game me
two minutes,

and I wanted
to do a good job.

But when the line
was getting bigger,

that's where
the pressure was.

Sure, what kind of cheese
would you like, sir?

Ten seconds.

Okay, and...

Everything that I do is for
the good of my customers.

Like, that's the last thing
that you want me to hear,

is that you made
one of my customers unhappy.

Three minutes.

'Cause I'm sweatin', man.

I want to make it look nice.

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

A five-minute sandwich
is a lost customer.

All right, come on.
No, you're done.

I'm done?

Why don't you go in the back
and do some dishes?

We'll probably have you
take out trash,

clean the dining room,
and have you sweep and...

Welcome to Subway, sweetheart.
Welcome to Subway.

I might be better
at scrubbing

than I am
at making sandwiches, so...

Maybe I found my calling
in life.

[Water squirting]

Oh, man.

[Glass squeaking]

It's inside the door,
intelligent person.

Jessi is tough.

She kept me hopping,
she kept me on my toes.

Whoa!

Here is a 56-year-old man

taking orders from
a 19-year-old.

How does that make me feel?

Old.

I see you're digging

your bomb diggity
sandwich over there.

It's really delicious.

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 bigwig

to let me bend his ear
about that.

It's on my list.

I have a list.
It's a big list.

Yeah.

One thing that's very important
is innovation.

And folks being able
to get ideas

back to headquarters.

We have to look at the channels
to make that happen.

So do you live around here?

I live, like,
20 minutes that way.

Live at home with my daddy.

It's just me and my dad
for 19 years.

- It's just you and your dad?
- Yeah.

My dad, he has a commercial
carpet installation business.

I've gone to jobs, and...

You know
how to install carpets?

And you're going to school...

I'm growing.
I'm going to school.

I got a job.
I pay for my car.

So I don't get to work with him
as much as I'd like to,

but he's my rock.

Is he helping you
with college?

Yeah, he, like,
paid for my first semester,

and then
I've got financial aid.

I've just got
to get that figured out.

I've got to go talk to somebody
about a loan or something.

I don't know and...

Where's your mom?
Not there.

[Laughs uncomfortably]

I mean, like,
I have an idea where she is,

but she's just--
she was never there,

so I just try not to
worry about her.

She doesn't worry about me,
so...

- That--that sucks.
- Yeah, it does.

Jessi's been through
a lot of stuff.

Uh, I could relate to
what she was talking about.

My mom left my dad.

That's tough for anybody.

Come on.
Let's go see if you remember

how to wrap a sandwich.

Oh, boy.

Today I learned
what I came to learn,

which is the sandwich
is king.

It's got to be made right.

And after today,
I can no longer say

that I've never made
a Subway sandwich.

Announcer: Coming up,
Don goes into deep freeze.

I can't get out of here.
Help.

Announcer: Don Fertman, Chief
Development Officer of Subway,

is a boss undercover.

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

Announcer: His employees think
he's part of a television show

where two people
are competing for one job

within the company.

There you go.
That's better than it was.

Announcer: His journey continues
in Auburn, Alabama.

I'm here in Auburn, Alabama

on one of the busiest
days of the year,

because it's game day
in this university town.

I'm going undercover working
alongside a store manager,

and I want to find out how
they handle customer service

on a busy day.

I'm looking for Sherri.

I'm her.
You come to work today, huh?

I am.

Ah, how about
we get you started?

'Cause today
is a football game day,

and we're gonna be
really, really busy.

When John came in,
I saw he was older,

and I was like, "oh, this man is
not gonna be able to move fast.

"He is not
gonna be able to get it.

It's gonna take more than
20 hours to train this man."

Good morning, sweetie.

Okay.

Always need paper, and,
"hi, how can I help you today?"

Hi,
how can I help you today?

Hey, how you doing?

All right, so, no.

Ma'am, be right with you.

Ma'am, be right with you.

And we're gonna
finish with him first.

Yup. And she'll see
that you're doing something,

so she won't be upset.

- Be with you in just a moment.
- Sure.

And what vegetables, sir,
would you like on it?

What kind of vegetables
would you like, sir?

Lettuce, tomato, and mustard?

Mayo and mustard.
Okay.

You come to Subway a lot?

Second time ever?

Sir, you wanted bacon?
All right.

We'll be with you
in just a moment.

We'll be with you
in just a moment.

And everybody.
Hello.

A six-inch tuna on wheat.

We started on this child
about 15 minutes ago.

All righty, well,
we gonna talk and move.

Ooh, and it's not ice cream.

It's not ice cream.
This is tuna.

Ma'am, what kind of cheese
would you like today?

American cheese.

Some people have
kind of a stern look,

and some people are waiting,

and I want to take care
of these people,

and I want to talk to 'em too
and make 'em feel good.

I started
about half an hour ago.

So we're doing tuna.

You came at the right place
at the right time, didn't you?

I'm gonna bite ya.

Okay, this is all
customer service.

I'm talking to people.
We're gonna talk to 'em

and get their money
at the same time, all right.

John is being a chatty catty,
and he's talking a lot.

This will be my first
roast beef sandwich ever.

He couldn't talk
and make a sandwich.

Like, "hi,
how's your day at Subway?"

But he would stop
his hands from moving.

And he didn't get nothing
out of anybody.

No dirt,
no nothing out of no one.

We got to get him in
and get him out.

How you expect me
to make money?

We're gonna have
a conversation

and we're gonna
get our hands to move.

Now,
when we have one customer,

we will make them feel
like princesses and kings,

but when we have a line,

we need to what?

Keep moving.
Move it, move it, move it.

- You got it.
- ♪ green pepper and mustard ♪

♪ green pepper and mustard ♪

he went one tomato,

two tomato,
three tomato.

And we still got
cucumbers to go, y'all.

We still not finished.

Four. Five.

We just got to get you
just a little faster.

It should have took
no more than one minute

to knock that on out.

How can I get to know him
in a minute?

You can.
The things you get to know,

you will be amazed

the things you're gonna learn
here at Subway.

People will tell you
about their children,

their divorces, who's in jail,
who's not in jail.

In the space of one minute?

In the space of one minute.
I promise you.

They can get it in
and get it out.

Are you gonna show me how
to get that out of people?

Yes, I will.

Oh, I'll tell you everything,
honeybunch.

And how long
have you been doing this?

I been doing it,
like, 19 years.

Wow.

I was gonna stay,
like, a year.

That was it.
19 years later...

You're still here.

I was even thinking
about being at GM.

But then I won't be
around people all the time.

So you just
love your customers?

I really love my customers.

I really, really, really do.

And I got three kids
that work at Subway too.

Wow.

What impressed me
the most about Sherri

is that Subway
is engrained in her.

The customer service
comes naturally to her.

I'm coming, princess.
I like your outfit.

I saw you walking up.

I'm like,
"oh, that's so cute."

I'm just to old to wear it,
but that's so cute.

She knows
all of her customers,

and if she doesn't know 'em,

she makes 'em feel like
she knows 'em.

Now are you ready
to make some more sandwiches?

'Cause we got
more people coming.

Uh, I'm always ready.

You go, honey.

Today I saw
customer service in action,

and found out that you can
give great customer service

while churning out
lots and lots of sandwiches

in a very short period of time.

You can put it all together.

Did I hear them say "break"?

No, no, you don't get one.

That's why we took
your watch.

I am exhausted.

Been on my feet all day.

My back's killing me.

Oh, man.

As always,
when I'm on the road,

I miss the family.

- Hello?
- Hi, love.

Hey, babe.

My family today
is very different

from the family I grew up in.

So how'd school go today
with the kids?

They had a good day.

I grew up
in an alcoholic family.

Growing up,
I would watch my dad,

and I would say,
"I'm never gonna be like that."

And then, as I drank,

I found I'm exactly like him.

But you know what?

I don't have
to be like that today.

Okay,
give my love to the kids.

- I will.
- Okay, bye, baby.

- Good night, babe.
- Bye.

I can be a sober dad
to my kids.

Today I'm at a brand new store
in Orlando, Florida

that recently opened
in the Science Center.

When a new store opens,

one of the challenges
is meeting the demand,

because you don't know
what the demand is yet.

Uh, I'm looking for Efrain.

Yes, sir, and your name?

Uh, John Wilson.

All right.

Here's your uniform.

I'm looking forward
to going undercover

to find out how this store

is prepping for
the daily business

in order to reduce costs

and increase profitability.

- How do I look?
- Oh, looking great.

- Doing all right?
- Yes, sir.

Um, so,
what we're gonna do now is,

we got to start on our bread.

We're gonna have one wheat,
one honey oat,

two whites, one herb cheese,
one parm.

This is gonna be
your seasoning.

Grab one, roll it,
put it back.

All right,
go ahead and try that.

Yes, sir.

That seems easy.

Now this one's
not done right.

You only have it on half.

So go ahead
and roll that again.

- Okay.
- All right.

Go ahead and grab those pan
and put 'em in here.

- What's this thing?
- It's a proofer.

It's where
they expands the bread.

Go ahead and close it.
Yep.

We're gonna set the timer.

And what we're gonna do, we're
gonna do the next six rounds.

All right, so the same thing
we just did here,

I need you to do that.

Get it done, like,
probably in two minutes.

Baking Subway bread
has a lot of stages.

First you got to prep it,

then you got to put it
in the proofer.

So I want to make sure
I get it done right and fast.

[Beeping]

So now
you just pressing stuff.

Look.
Oh, that's that?

Yeah, that's that.
Got to stop it.

- Okay.
- Open it.

You're gonna burn my bread.

See, now with that glove,

you just pinched the bread,

so now the bread is actually
gonna bake just like that.

Same as for that bread.

Go ahead and put the cheese.

I'm sorry, little bread.
I'm sorry.

When you're finished there,

just put it in the oven.

John is definitely just
not up to par with these things.

I mean,
he's just not cutting it.

All right,
I'm gonna send you

to make some cookies,
all right?

Cookies.

So I'm gonna need two pans
of chocolate chip,

two pans of macadamia,

one pan of double chocolate,

one pan of oatmeal,
one pan of peanut butter.

[Oven beeping]

John?
Yes.

Got the bread?

Oh, boy.

All right, it's pretty much
all the timers.

Go ahead and turn off
all the timers.

- Right?
- Yep.

Now go ahead and finish
the cookies.

Make sure you keep it to mind

in four minutes
you got to come back

and put this back up.

[Oven beeps]

Oh, boy.

- John.
- Coming, mother.

- Your bread.
- Okay, sir.

This whole Subway thing
is all about multitasking.

John probably said,
"oh, man, this is Subway, man.

"We don't do
a lot of work here.

"This is gonna be
a piece of cake.

John obviously was wrong."

Peanut butter.

Okay, he didn't
teach me this part.

How do you get out of here?

- John.
- Efrain, help.

Announcer: Don Fertman, Chief
Development Officer of Subway,

is a boss undercover.

But currently he's locked
in a freezer

in the back room
of an Orlando Subway.

- Efrain, help!
- John.

How do you get out of here?

[Banging]

Help!

John couldn't get
out the freezer.

I don't know
what it was.

John just wasn't there.

Out.

Thought
you got locked in there.

My first time in there.

I thought you were supposed
to pull.

I couldn't get out.
It was a frightening moment.

- Are you done?
- No.

John's speed

is similar
to my grandma.

I mean, if I was to tell him
to do something,

my grandma probably could
have done it a little faster.

Take that bread out
and put it over there as well.

Nope.
You just hit start again.

Take that bread
and put it over there.

- How do I stop?
- You got two things buzzing.

Let's go.
- Okay. How do I stop--

- take this bread out.
Take this bread out.

Take those cookies out.
Watch out.

You're squeezing the bread.
Where's the bread thing?

- Over there.
- Okay.

We're gonna have burnt cookies

by the time you're done.

Did the cookies buzz?

Do you hear 'em?

I did not.

- They're buzzing now.
- These ears are getting old.

Okay, quiet down.
Stop.

- Yup, the wrong--
now you're just pressing knobs.

You need to take a break.

I'm really good
at multitasking

in front of a computer
and talking on the telephone,

but when it comes
to the Subway kitchen,

I think I have a lot
to learn.

All right, John,
what happened?

I keep listening
for the buzzers,

but there's so many
moving pieces to this.

And, you know,
I'm not a young guy.

So let me ask you this,

how old are you,
and how'd you--

how'd you get
where you're at?

- I'm 20.
- You're 20 years old,

you got to be one
of the youngest managers ever.

This company of 96, 97 stores,

I was the youngest manager.

Holy mackerel.

When I started off here,
I was just a sandwich artist.

I was in there
making the minimum wage.

I didn't have a car.

I would use to walk to work,
ride the bus.

There was no manager.

And I went in there, and I tried
to do the best I can.

And in seven months,
I got manager of the month

out of 293 stores.
That meant a lot.

- You got manager out of 93--
- 293 stores.

- 290--
- the whole section of Florida.

I'm really glad for Efrain

that he's been given
the opportunities

he has, and he's really
made something of them,

and he's made something
of himself.

Somebody like that is terrific
for our organization.

What do you want to do
from here?

I want to adopt a child.

My real mom and dad

just wasn't there for me.

And I always tell
my foster mom,

I said, you know,
"you gave me a second chance.

"Nothing could have been
possible if you didn't really

take me in and raise me
how you did."

So I just want to grow up
to be real successful

and as well as give back
to different foster kids

and stuff like that--
- foster kids.

Your mom adopted you.

Does she have other kids
or do you have brothers--

- she had four of her own,
and she adopted three of us.

Really?

Efrain was a foster kid.

He ended up getting adopted.

And now he's planning
to pass that on.

That is really awesome.

At the age of 20,
he's running a Subway store.

This guy,
he's got places to go,

and I think
he's gonna get there.

At Subway, as the Chief
Development Officer,

I am in charge
of developing new stores

all over the world.

And a big part of that

is nontraditional development.

Those are stores that are
in unusual types of locations,

not your freestanding building,

not a strip shopping center.

And today I'm in Buffalo,
New York.

And I'm standing in front
of a Subway store

in a church,

so I can see
how this really works.

I'm John Wilson.

John, nice to meet you.

I think I'm working
with you today.

Great.
Well, before we get started,

first thing,
got a uniform for you

to go and change into.

I'm very interested
in learning

how they're surviving here,

considering that it's not
our traditional demographic,

and it's certainly not
a traditional location.

So today what we're
gonna be doing is something new.

We're gonna be trying
deliveries.

Oh, boy.

We're gonna be introducing
to the community.

So you're part
of the trial process.

So I'll be learning
along with you.

- Yes.
- I was very surprised

this particular Subway wanted
to start a delivery program,

'cause very, very few stores
do delivery.

You're gonna answer the phone
for the next order.

Just say,
"Subway at True Bethel.

How may I help you?"

Subway at True Bethel.

Yes. Then we write down
the orders here.

You write down what they want
exactly.

So that's my job right now,
is to take down the order.

Yes.
[Telephone rings]

Oh, boy.

Subway, True Bethel.

Hello?

Subway, True Bethel.
How may I help you?

Yeah, can I get
some sandwiches for delivery?

An order for delivery,
terrific.

Tell me what kind of sandwich
of sandwiches--

- bmt on wheat.
- Pardon me.

- A bmt...
- A bmt...

- On wheat.
- On wheat.

Okay.
Get some olives

- olives.
- And avocadoes.

A lot or a little?

- A lot.
- What's the second one?

- Avocado.
- Sorry, could you say that

one more time?
Avocado.

Holy mackerel.

When the phone started ringing,

I'm trying
to understand the person,

I'm trying to get
all the information right.

That is a lot of pressure.

I don't have a total
on that for you, sir,

but we can ring it up
for you,

and I can tell you exactly
how much.

Would you like that?
Yeah.

Okay, hang on. We're gonna
ring that up right now.

Somebody has to read my writing.

The challenge
in doing delivery

was writing everything down,

doing it in such a way
that everybody could see it,

which was kind of hard,
when people are just using

pieces of paper, and then
trying to make the order right,

get all the orders coordinated.

Let's do this.

So how about your family?

I have four kids,
all adopted.

- All adopted?
- Yes.

So how'd you end up
adopting kids?

Well, my wife had a problem
with having kids.

So I looked at life
and said,

"hey, maybe we were created
for something else."

Four kids.
You're working night and day.

Just about.

When do you get time
to spend with your family?

Saturday nights
is family day for us.

And this is our delivery
to the funeral home.

Yes.
Hi.

- Hi.
- How are you?

Hello. Good to see you.

Pastor Sway.
Yes.

$20.34.

Just give us $20 even.
Okay.

Thank you.
You all have a great day.

That was good. You know
everybody around here.

Oh, yeah.

[Cell phone ringing]

Hello?
Duane, where are you guys?

The guys from the barbershop
called three times.

They want their food.

- We'll be there--
we'll be there shortly.

Is that the store calling?

- Yeah,
because Al's is really--

they want their food
right away.

They've called the store

a couple of times for
this last order.

The pressure
of delivering on time

was, like, being out there
on game day.

Okay, we've got a few seconds
till the clock buzzes.

I want to make sure that I get
through those last few seconds

successfully.

Okay, we're here.

A little bit up on the curb,

but that's okay,
'cause we're here

to make a delivery.

Hey, what's up, sir?

I know you was, man.
How you doing?

Good to see you.

You guys
must have been starving.

$19.98.

$20.
Keep the change.

- All right, sir.
- Here you go.

You can blame me.
I'm the new guy.

- Oh, yeah.
- I'm slowing the guy down.

This one is on the house.

And then you get 20% off
your next order as well.

Call us and we'll bring it.
- I'm-a order up tomorrow.

- Now, it won't take as long...
- Okay.

- 'Cause you know why...
- Appreciate it.

- Yeah.
- Appreciate that, though.

Eat fresh.

Hopefully, it's still fresh.

Well, hey,
we were pretty close.

- Yeah. Pretty close.
- I think delivery

could potentially
increase our sales.

Just have to make sure
that the process works

and that the product
is fresh, fast,

and the way they want it.

Ah, a new worker today.
And you are?

- I am John Wilson.
- John. Darius Pridgen.

Good to meet you.
I'm the pastor here. Yeah.

Learning everything fine?
- I-I'm working on it.

A lotta customers today.

You wanna see the church
in the back?

Show you around and...

Sure. I'd love to see
the church.

Duane, if you would
keep an eye on the store.

Sorry, boss.
I'm going on break.

- You ever did a sermon?
- I have not done a sermon.

Come on, now.
Let me put you right behind...

This is the power desk.
This is where it all happens.

This is where
it all comes down.

It all happens right here.
Let the church say amen.

- Everybody, amen!
- Amen. Amen.

- Do I hear you? Amen!
- There you go. See?

You got a lot of music
going...

- Oh, man, come on over here.
Let me--

this is--
this is a music church.

Well, that's good,
'cause I love music.

You're not gonna go into

an African-American church
anywhere and not have a drum.

You've gotta have it.
'Cause we have rhythm.

- I only know how to play like--
- do you have rhythm?

Like if...
I do like that.

You need the backbeat,
right?

The pop, pop.

- Uh-uh.
- Okay.

I'm gonna keep you
on the subs.

Wanna try here?
Come on, sit down there.

Oh!

You fooled me.
You fooled me.

What I like about the pastor

is I felt instantly
comfortable with him,

and he cared about each person
that he works with.

I could really feel that
from him.

I mean, I've never seen
a Subway store with a church.

- Right.
- How long has that been there?

The Subway's been there
about five years, John,

and the reason we actually
put it in the church

was because there weren't
a lot of opportunities

in this neighborhood
when I got here.

We had a high murder rate
and a lot of people not working.

So a lot of people always talk
about "just get people jobs."

Well, that's not the key
if they haven't been trained.

So we started collecting
an offering.

We called it
a franchise offering--

literally called it
a franchise offering.

- Really?
- But we've got to do more

than bring a business--
we've gotta train people.

We try to push people into
the next level of life.

Now, I'm working with Duane.

- Yeah.
- Where'd you find him?

You know, Duane is actually
another minister

at another church.

We have a church
in Niagara Falls,

but because of
his people skills,

it was a good fit
for him to come over

and to manage the store.

Could you imagine this
being in other churches?

Yes. Any organization
can do it

if they're gonna put
the work into it.

I was really impressed by
what they've accomplished there,

how he ended up transforming
the church into this.

He's a man of action,
and he's out there working hard

to make things happen,
to make things better.

Duane, I got your worker
back for you.

So don't forget...Smile.
Terrific.

Smile.
Wash your hands.

- Wash hands.
- And whose brother are you?

- I am your brother.
- The pastor's brother.

- Thank you, pastor brother.
- All right.

I came here today wondering
how Subway and a church

could possibly work together,

and I came away learning that
not only do they work together

but there's so much more
we can do.

It's an opportunity
to take business

and not just make profits

but make people
have a better life.

My journey undercover
is coming to an end.

Over this journey,
I've connected with people

who have been through things
that are just...

Overwhelming.

Meeting pastor darius
and Duane

and the neighborhood
that they're working to change,

I start to think about
where I was 27 years ago.

My life was falling apart,

and Subway gave me
a second chance.

But most of all
I bring back with me

the people that I've met,

the people that are making
this company what it is.

Announcer:
Don's employees

think they're
coming to company headquarters

to cast their vote
between two workers

competing for a job at Subway.

Gotta let some go,
gotta keep some.

It's a dog-eat-dog world.

Announcer:
But how will they react

when he reveals the truth?

I'm Don Fertman,
the Chief Development Officer

for Subway.

My undercover experience
is finally over.

I'm really looking forward
to taking what I've learned

and changing the face
of Subway.

- Hey. Hey.
- Hi.

Welcome back.

I'm back.

I miss the beard already.

How was it?

Well, I found out
I am not the fastest

sandwich artist
in the world.

[Laughter]

But, uh, you know,

one of the last things
that you said to me

was go out there
and meet the people.

And let me tell you,

I got to know
some great people.

So I see Jessi in Orlando.

She's into creating
sandwiches,

so she's a sandwich artist
who's got a head

full of great ideas.

You know, you do multi--
you know, donor round tables,

and they do round tables
with development agents.

But what about
a sandwich artist forum?

- That's great.
- All ideas welcome.

Next on my list,
Sherri, uh, was in Alabama.

And the customers
that come into her store

feels like she cares about
each one of them.

You know, I know it all starts
with the sandwich,

but it ends
with customer service.

Yeah, yeah, this is a,
this is really a big deal.

The question is,
how do you take

her attitude
and her approach

and introduce that
to so many people

around the world?

Exactly right.

We need to pick her brain.

- Yeah.
- Yeah.

You know, I'm not
an operations guy.

As you know,
I'm the development guy.

And I saw some cool
development stuff,

'cause I saw an excellent,
non-traditional location.

In Buffalo, New York,
it's in a church.

Mm-hmm.

And it's one that we talk
about all the time in the media,

but I got a chance to see
how it works,

and maybe
it's something to use

as a potential business model
for empowering communities

and reaching out into
the communities

and kind of tying that
together.

Okay, great.
I kind of like that idea.

It was a great report, Don.

- Yeah, it was terrific.
- Thank you.

Thanks, everybody.

All these employees
have been called to headquarters

to supposedly vote
for two guys

competing for the same job.

They have no idea
what they're really here for.

I'm not nervous about
giving my assessment.

I'm pretty confident in it.

Gotta let some go,
gotta keep some.

It's a dog-eat-dog world.

Hey.

How are you?

Do you know who I am?

You're John.

I have a feeling
maybe your name isn't John.

- Do I look like John?
- No, you don't.

Do I look a little
different?

Yes, you do.

I'm Don Fertman,

and I am the Chief Development
officer for Subway.

Wow. Wow.

Oh, don't say that.
[Laughs]

Wow.

Efrain.

You ran me ragged, man.

What you kept emphasizing
with me was initiative.

And there was so many ways
to use initiative.

So I want to have you join
our innovation committee

because it looks for ways
to foster innovation

within the system.

I know you're a guy
that speaks his mind,

and I want you
to be able to speak your mind.

I would love to.

You've been very interested
in fostering others.

You know,
the whole foster care idea

and being more involved
in that.

What I'd like to do is
give you $5,000

for you to donate to
the foster organization

of your choice.

Thank you.

One last thing,
and that is, uh, your mom.

I want you to do something nice
for your mom.

So I'm gonna give you
1,000 bucks.

You just use that $1,000
however you want.

That's funny,
'cause her birthday's coming up

in, like, two weeks.

- Really?
- Yeah.

Would you do something
really nice for her

on her birthday?

Oh, definitely.

My son's 11.

If he grows up
to be like you,

I'll be really,
really proud.

I appreciate it.
I really do.

It's just crazy.
It's really exciting.

Just what he's doing for
my moms,

it makes me feel good, uh,
for the fact that

I always tell myself
I always wanna give back to her.

Anything I could do,
I'll always give back to her.

Well, I'm extremely happy
about the whole situation.

Sherri.

I was so excited
working with you

because you are an amazing
sandwich artist.

You are terrific
at customer service.

You're a wonderful manager
and you're the Subway lady.

Thank you.

And it's an honor to know
the Subway lady.

You're somebody that helps
the customer

really know Subway
because they get to know you.

So I wanna make you

the star of
a customer service video

because you know what
customer service is all about.

Well, thank you.

So for the video,
we're gonna give you $5,000

for appearing and helping out
on the project.

Thank you. That's sweet.

So I want to fly you and
a guest out to our convention

in California.

We'll have you give a workshop
while you're out there.

I'm gonna give you
the opportunity

to spoil yourself
a little bit

to go on a shopping spree,
to have a spa day.

Just do things that
are gonna make you feel good.

We want you
to take care of yourself.

Aw. Thank you.

I am just so ecstatic
that somebody actually

recognized that I do
a good job.

You just couldn't get
any better than this.

Jessi.

I've worked for
different bosses.

You are the boss
who scared me the most.

[Laughs]

Funny guy.
- Mm-hmm.

You're trying to be
a comedian.

How about we just make
sandwiches?

I don't wanna scare you.

- In a good way.
- Oh, okay.

You know,
you showed me the art

of the sandwich.

But you taught me
a lot more than that.

And, you know,
your dad's worked so hard,

and in the meantime,
he helped you start college.

I know it's tough
on your dad,

it's tough on you.

What I wanna do is pay for

the rest of
your college education.

What?

I will pay for the rest of
your college education.

Wow, I don't even know
what to say to that.

That's, like--
thank you.

Thank you so much.
That is amazing, thank you.

And the thing is,
I want you to spend

some time with your dad.

And I will pay for you
and your dad

to go on vacation
anywhere you wanna go.

Oh, my God.

Are you kidding me
right now?

This is, like,
not even happening.

You know, all I did

was teach you how to make
a sandwich.

This is just insane.

I gotta just try
and remember to keep breathing.

I don't even know how
to describe it.

Honestly, I'm at a loss
for words right now.

The girl that never
shuts up has nothing to say.

[Laughs]

Duane.

I was just amazed by
how you're working

to build the business
on the store,

but you're also working to build
the community.

I just have so much respect
for you, man.

Thanks to you,

we're gonna build
a program with Subway

empowering the community
by building job skills,

and we want you
to advise us how to do that.

Wow.

And you'll be
getting compensation for that.

Sounds awesome.

And you have your church
in Niagara Falls.

Mm-hmm.

So we'd like to waive
the franchise fee for you.

$15,000 franchise fee
will be gone

and that can be the start
between

Buffalo, Niagara Falls,

and maybe a whole network
of these all around the country.

All right.

And maybe all around
the world.

You never know.

And on top of that,

we're going to start

an education fund
for your boys of $20,000.

Wow.

$5,000 for each kid.

Thank you.

If we get started now,

by the time college
rolls around,

I think they'll be
in good shape.

Definitely.
Definitely.

Thank you so much.

I'm a man, so I tried to
hold back my tears,

but I just wanted to cry
because seeing my children

actually able to get
that education,

it was just awesome.

And words can't express
how I feel right now.

I'm feeling
a little nervous

'cause I'm about to reveal to
the entire corporate staff

that I've been undercover.

Right now,
I'm gonna introduce to you

your friend,
our Chief Development Officer,

Mr. Don Fertman.

[Cheers and applause]

Thank you, Fred.

Thank you, Subway,
team Subway.

[Cheers and applause]

I am here to tell you that,
for the past week,

I have been undercover

at Subway.

[Cheers and applause]

I learned that I really stink
as a sandwich artist.

[Laughter]

Let's take a look at
some of my experiences.

- You get two minutes.
- I want to make it look nice.

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

[Laughter]

And it's not ice cream.

It's not ice cream.
Okay.

This is tuna.

John's just not cutting it.

And my grandma probably
could have done it

a little faster.

[Cheers and applause]

I wanted to find out
about building sales,

building profits.

But, you know, what I found
was a lot more.

It helped me to realize
just how fortunate I am

to be part of
this Subway family.

The people that are out there

serving each sandwich
are the folks

that truly make
this company great.

We need to hear it for
the people behind the counters

all over the world of Subway.

[Cheers and applause]

The climax of this whole thing
for me

was the opportunity
to help make their lives better.

You could say that
the gifts I was able to give

are similar in scope
to the gift

that was given to me
by this company

when they gave me
a second chance

when I had failed them.

I'm hoping that
as a result of this experience,

I can be a better boss,

but that I can also be
a better employee.

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