All language subtitles for Undercover Boss S5E10 Massage Heights

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

Since the
premiere of Undercover Boss,

more than 60 bosses have given
away nearly $6 million.

I have a check, $250,000.

Oh, my God.

...And implemented
sweeping company-wide changes...

As a company, we're actually
gonna restore the 401.

It's a million-dollar expense.

...To benefit the lives

of more than 40 million employees.

Whoo!

Some people, I just want

to punch them in the face sometimes.

But not everyone
deserved to be rewarded.

Someone's not saying something.

Welcome to Moe's!

I've had one minute of training.

If you can't do it,
then you can't do it.

I know how to grow
some really good weed,

if you're really interested.

I'm talking, and you come back here.

"I need dipping, I need dipping."

Y'all better chill.

Tonight, the latest boss

to put it all on the line
is Shane Evans...

Meet Tracy Reynolds.

You look creepy.

...C.O.O. and
cofounder of Massage Heights.

Hi. How's it going?

Hi. I've been expecting you, girl.

By going undercover...

Nikita? Hi. Very nice to meet you.

- I'm a hugger. Bring it in.
- Aww.

...This no-nonsense
boss will push to find

the employees who keep
her company running smoothly.

No, very gentle, gentle.

Oh.

How is the money here?

It doesn't seem like it's worth it.

What happens when
this businesswoman discovers

there are more
than a few kinks in the system?

Do you think Massage Heights is
consistent in every location?

I won't say that.

If things don't pick up,
I can't afford to work here.

Hit cancel.

Why is that? I don't understand.

Our computers are...
they're old, they're outdated.

Massage Heights came out
with their own massage lotion.

It was terrible.

Find out next,
on Undercover Boss.

Undercover Boss 5x10 - Massage Heights
Original air date December 13, 2013

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

Centered in San Antonio, Texas,

and with 94 locations
throughout the United States

and Canada, Massage Heights

is one of the biggest
massage chains in north America.

Heading up this
$70-million-a-year business

and its 2,300 employees is one woman.

I'm Shane Evans.

I'm the C.O.O. and cofounder
of Massage Heights.

Okay, and what type of
pressure were you looking for,

light to medium or firm to deep?

Massage Heights
is a membership-based,

therapeutic massage company.

We provide affordable,
convenient, and professional

therapeutic massage
without the spa-like price.

In the next five years, we plan
on doing 32 million massages.

Our growth projections are approximately

1,500 locations between now and then.

And our next couple of years,

we plan to grow
to 300 locations nationwide.

We also have our own line
of branded products to help

the guest take the experience
of Massage Heights home.

Massage Heights is just
a really sexy business model.

That's why we've been so successful.

Growing up, my parents
worked really hard.

They both had jobs
and side businesses as well.

But they taught us
the value of working hard,

and we got an entrepreneurial spirit.

My parents were struggling financially,

so that did make it
hard to go to college.

So at that time,
college just wasn't on my radar.

It wasn't important to me.

Now, it's one of my biggest regrets.

My husband and I founded Massage Heights

in April of 2004,

and we are truly a family business.

Hey, good morning, everyone.

How are y'all doing today?

My brother Glenn is the CEO.

My husband handles our human resources.

My youngest brother Bret
handles franchise development.

And then my mother Patricia

is a paralegal and
a senior executive assistant,

so I see her every single day.

My dad, I was always
close with, and, um,

unfortunately, he is very ill
with Parkinson's disease,

and it has progressed
very, very quickly.

We see him, but he's not able
to carry on a conversation.

I know my dad is very proud.

I know by his smiles
when we talk about business

that he's very proud.

I think we're living the dream he had.

Good morning, Russell, how are you?

I am absolutely embedded
in everything that we do

that makes Massage Heights
the massage heights experience.

I want to get a meeting set up
with the operations team today.

To me, Massage Heights
is like my surname.

I'm Shane Evans,
but I'm Massage Heights.

So right after lunch?

How long are we gonna go get to school?

Braydi, can you wait just...

I'm sorry, Russell, just a second.

Braydi, just give me a moment, okay?

I'm also a full-time mom.

I don't miss out on
the big things with my family,

but sometimes Massage Heights
takes over.

Thank you, girls, I appreciate that.

That was nice.

It's tough to balance the two things,

because it's just
as important to me as my family.

I need to look like

- a stay-at-home mom from the midwest.
- Okay.

As a boss, I'd say I am a control freak.

I see everything.

When things are off, it drives me crazy.

Okay, is this supposed
to come down right here?

Yeah, it will be cut, don't worry.

Okay, okay.

The downside to being a C.O.O.
is not having the ability

to get into the field
as often as I like,

and it's hard to know, as we're growing,

if we're delivering

a consistent guest experience
each and every time.

So cute.

So not me.

Throughout my undercover journey,

I'll be posing as Tracy Reynolds,

a midwestern housewife
from Chicago, Illinois.

Yeah, I think that's doing it.

My employees will think

that they are on a hosted reality show,

where aspiring entrepreneurs compete

to win money to start up
their own businesses.

They have no idea this is
actually Undercover Boss.

Tracy Reynolds.

Oh, my God.

Meet Tracy Reynolds.

Wow.

You look creepy.

They're not gonna know who you are.

- Do you like my hair?
- No.

If you see something dirty

in a retreat, are you gonna freak out?

Yes.

You're funny.

Thank you.

Going undercover, I am afraid
of what I'm gonna find.

But I do want to fix things.

- Bye.
- All right, bye, baby.

- Love you.
- I love you too.

When things are bad,
it's my responsibility.

- Bye.
- Love you!

Today, I'm in Jacksonville, Florida,

and I'm going to be
working as a skin therapist.

Hi, Nikita?

Hi. Very nice to meet you.

- Hi. I'm a hugger. Bring it in.
- Aww.

Traditionally, Massage Heights
has only provided

massage services,
but in the last six months,

we've rolled out facials as well.

And I'd like to find out, you know,

what's going well and what's not.

My primary duties
include performing facials,

the different skin care treatments.

- Here is the lovely treatment room.
- Oh, wow.

Right over here we have cleansers,

and then we have our exfoliates.

Right here is the stuff that we
use to help with extractions.

I really hope that Tracy loves

squeezing at zits as much as I do.

I don't like extractions.

How can you not like extractions?

They're my favorite part.

Ew.

Most aestheticians, myself included,

like, the dirtiest girls in the world,

and so it's a lot of fun for me.

I've been a picker
ever since I was a little kid.

Like, you put something in front of me,

if it's flaky, crusty,
or scabby, I want to get at it.

Hello.

- Are you comfortable?
- Yes, ma'am.

Very good.

What we're gonna do first

is we're gonna start off
with a pre-cleanse.

We'll just very gently massage this

into her skin to prep her
for her cleanse.

Mm-hmm.

Gently massage this around the
four main regions of the face.

And, next, we're gonna
prepare her exfoliate.

We just massage it in.

So now that we've
given her a nice scrub,

- we'll wrap her face up in a warm towel...
- Okay.

And wipe off the excess.

And, now, I'm gonna be preparing

to perform a couple of extractions.

I'm not a dirty girl.
I don't like picking at things.

You take it with your fingers,
and you actually

push the skin apart,
and then you come in together

and you wiggle, and there it went.

Like we said, we push
the skin apart and in.

Ah, see this is the point where
for clients where it's like,

I can't really tell them
how much I'm enjoying it.

Yeah.

I don't see anything else
that's gonna have to come out.

That actually wraps up our first facial.

Oh.

I generally don't like
touching other people,

so I hope Nikita doesn't expect
me to be doing a facial today.

So this time, I'm gonna
kind of let you take over.

Look to me for help,

but for the most part,
I'm gonna kind of gauge

how much you were paying attention

to my actions from the last facial.

And you'll be okay. You'll be okay.

Okay.

I... I can't do this on my own.

How are you feeling, Jessica?

- Wonderful.
- Are you comfortable?

- Yes, thank you.
- Okay.

We're just gonna put this here
to protect your hairline.

Sorry, did I just pull your hair?

Mm-hmm.

You already did that cheek,

so you don't want to overstimulate her.

- Go ahead and treat the other side.
- Okay, okay.

Oops, I'm so sorry,
my ring just turned around.

- Did I scratch you?
- Mm-hmm.

Yeah, go ahead
and remove your ring.

I'm gonna.

And use your sponges to remove
the rest of the cleanser.

Seeing Tracy working
on Jessica, I was like,

oh, oh, I want to get in there
and take over.

- Gentle.
- Sorry.

I get really nervous around the eyes.

I could see Tracy's hands
shaking, and that's not good.

We need to have confidence.

Wrap her forehead.

- No, be very gentle, gentle.
- Oh.

Switch spots with me really quick.

Okay. All right.

I am not convinced after today

that Tracy is prepared
to run a business.

Jessica, have a great afternoon.

- We really appreciate having you in today.
- Thank you so much.

- Thank you so much.
- Very nice to meet you.

Nice to meet you too. Good-bye.

Giving a facial is
really, really difficult.

It gave me an appreciation
for what our skin therapists do.

So we're gonna geo things cleaned up.

Do you have to do a lot
of cleaning and stuff too?

When you don't have an appointment,

then you're in the break room.

Yeah, doing this, or...

Doing this, cleaning.

We keep the laundry going.

We had two appointments today,

and when I'm sitting back here

and I see my schedule on the computer

looking empty like that,
I'm not getting paid.

Yeah.

Oh, what do you mean
you're not getting paid?

We get paid a commission per treatment.

Okay.

How do you do this as... for a living?

I actually... I have a second job

waiting tables at a sports bar.

- Mm-hmm.
- I don't want to have two jobs.

- I want to focus on this.
- Yeah.

I have about $25,000 in student loans

from going to skin care school.

Yeah.

Those bills aren't getting paid.

Yeah, that's a bummer.

You can't live in survival mode

for so long before it
totally breaks you down.

Right.

If things don't pick up
and my books aren't full,

then I can't afford to work here.

- I love this company.
- You do?

So I don't want to have to leave.

I'd hate to lose someone like Nikita.

She's a quality employee.
I want more people like her.

Unfortunately,
with the number of appointments

that she's getting currently,
she can't afford to do that.

If we were able to get
more people through the door,

she wouldn't have to work all
those extra hours as a waitress.

- These are the products that the
therapists use. - Okay.

Coming up, Tracy
sniffs out one retreat

that doesn't come up
smelling like roses.

The Massage Heights
massage lotion was terrible.

And later...

I was told I would have training,

but then my training
just kind of went out the door.

Hey, good morning, everyone.

Shane Evans, the C.O.O.

and cofounder of Massage Heights

is a boss undercover in her own company.

Nikita? Hi.

Her employees think

she's a contestant on a reality show,

hoping to win money
to start her own business.

How can you
not like extractions?

They're my favorite part.

Ew.

After a less
than luxurious start,

her journey continues.

Today, I'm in Rockville, Maryland,

and I'm going to be working
with a massage therapist.

I'm not sure to what degree.

I've never given a massage
before, and I'm very nervous.

- Hi.
- Hey, nice to meet you.

- Very nice to meet you.
- I'm Colin.

I'm a massage therapist
here at the retreat,

and you'll be working with me today.

Okay, great.

Before we get started,
I have something for you here.

Okay.

Tracy reminds me of a character

from Edward Scissorhands,

with the wild hair and the glasses,

kooky glasses, she definitely stands out.

All right, our first client is here.

Just want to make sure she's okay.

Okay.

I'm the owner of a multi,

multimillion-dollar massage company,

and I've never massaged anyone before.

This is a crazy experience.

You just use your palm.

You can use your knuckles lightly.

- Everybody's different.
- Oh.

- Have you had a massage before?
- Yes.

You have? Do you get them often?

- No, no.
- No?

When was the last one you had?

Probably last year.

Is someone treating you today?

- Yes.
- Is that right?

Tracy, usually with
the clients, um, you know,

talking is fine, but I usually let them,

if they lead you into conversation,

you know, that's cool, but...

Okay. I'm sorry.

Tracy is talking entirely too much.

You have to get the fingers here.

My hands always hurt

from texting and emailing and things.

Ah, I think we can talk
about that a little later.

Try to focus.

She needs to tone it down.

They're here to relax.

So you want to come and try?

He says, you know, "it's your turn,"

and I'm like, "what?"

All right, going down or going up?

Ah, start going down.

Okay, from...

You want to set the pace,
just a little slower.

- Just relax, yeah.
- Okay.

Oh, my gosh, I have my hands on someone.

I know I don't do this very good.

I can tell.

You're a little stiff, but...

You gotta relax.

So far, Tracy is doing so-so.

She could do much better.

Hi. How are you? I'm Tracy.

I'm Ashley.

- Ashley, nice to meet you.
- Jamal, nice to meet you.

Nice to meet you too.

Where's the other massage therapist?

You're up.

Tracy seemed very shocked
that I told her

that she was going
to be doing the massage.

She actually tried to push it
off on another therapist.

I'm not ready.

Come on, let's try it out.

Ashley and Jamal, come on back this way.

- You'll be fine, you'll be fine.
- Oh, gosh.

- Jamal, I guess you're with me.
- Yup. Yup.

I'm not sure what she expected.

You know, she came to learn
for the competition.

Go grab your bottle there.

So the best way to learn to swim

is to be thrown in with the sharks.

I was thinking, as I started
massaging, like, oh, my gosh,

I'm massaging... I'm massaging,
I'm actually massaging.

I'm massaging.

Oh, sorry.

That feel okay, Jamal?

Yep.

This poor guy.

He's probably thinking, "this is terrible,"

"this is a terrible massage,"
but he keeps on

telling me it's okay,
so I'm good with that.

So y'all enjoy
the rest of your day.

Definitely come back and see us.

Of course. Most definitely.

I definitely will, thank you.

Tracy definitely needs
a little more practice,

but she adjusted well
and finished off pretty good.

We have to hurry up.

We have about five minutes
till the next client's here.

So that's what makes it difficult,

because we don't just massage, you know.

Working with Colin was eye-opening.

This guy is working.
He's busting his tail.

We have a pregnancy massage.

In addition to massages,
they have to set up their rooms.

They have to take the used linens off

and replace them with new ones.

I don't know how they actually
do this in five minutes.

Okay, the client isn't here just yet,

- but they're on their way.
- Okay.

So it's a lot of hustle
and bustle when it's busy.

Because when it's back-to-back,

the time you lose,
the client loses that time,

because you can't extend their session.

- Right, and then they're mad.
- Exactly.

And that probably affects your paycheck,

because they don't want
to leave a tip, I'm guessing.

So how is the money here?

The money isn't...

like, honestly, I probably
won't be here too much longer

- 'cause it doesn't seem like it's worth it.
- Uh-huh.

Kind of here just
for the experience, you know?

I want to open my business too.

Do you want to open a massage business?

Yeah.

I came here today,
to this retreat, because it has

the highest employee retention
in the company.

So I thought I'd come
and find out something great.

Honestly, almost everybody here
has a second job.

Do you have a second job?

I have a second, third, and fourth.

Do you really?

But instead, I'm hearing about a guy

who's not busy enough.

He has three or four jobs
to maintain his lifestyle.

It upsets me.

How long have you been doing massage?

I'm actually just learning.

Am I doing better for you?

You're not doing
anything therapeutic yet.

Oh, jeez, I'm in trouble.

This time, you just
get in there and use your body.

We don't try to muscle it.

TJ, what brought you to Massage Heights?

Colin.

Colin did?

So you followed him from somewhere else?

- Yes.
- Yeah?

So I guess if Colin were
to leave, you would leave, huh?

- That's a pretty good bet.
- Yeah?

Retaining massage therapists
is the most important thing,

because our business
is all about consistency.

We have to have happy employees
to have happy guests.

So if they're unhappy, it's
something I need to address.

So that's all you do is work?

All I do is work. Well, mostly work.

I spend a lot of time
with my niece and nephew.

They're why I work so hard.

Your niece and nephew?

Why are your niece and nephew
so important to you?

In 2006, my sister... my older sister,

she was actually killed,

and...

and, uh...

Back in 2006,

we both were working security,
and I remember

this particular night,
the supervisor called me.

He said, "something happened,
get to the office," and...

She was shot, and she was killed.

Turned out, it was the kids' father.

Oh, my gosh. So...

That's terrible.

Yeah, so...

So are you taking care
of those kids now?

Yeah.

I've been there since they were born,

so I've always been around.

I'm not going anywhere
until they're adults.

Yeah.

Money doesn't really excite me,

but I want to be successful,
so the kids will be good.

Talking to Colin, I
realized how precious life is

and how precious family is.

I can't imagine anything
like that happening.

I'd be heartbroken.

He's heartbroken,
and then he still comes to work

and heals people that are hurting.

That's very noble.

I think that might do it for the break.

Let's go back in
and see what's going on.

All right.

Today, I'm in Houston, Texas,

and I'll be working
with a lifestyle consultant.

We're gonna do that at 10:00?

- 10:00.
- All right.

Lifestyle consultant is responsible

for all aspects of
the front end of the business.

Consistency is so important to me,

because the guests
must know what to expect

from Massage Heights as a brand.

- Hi.
- How's it going?

- Hi, are you Kenny?
- I am.

- Is it Tracy?
- Hi. I'm Tracy.

I've been expecting you, girl.

- Very nice to meet you today.
- You're so cute.

I'm looking forward to working with you.

Basically, I'm a lifestyle consultant.

- Okay.
- Aka, front desk.

- Oh, awesome.
- Basically, we are the muscle.

So, girl, you gonna be the muscle.

Let me see your muscles.

How you doing?
That's... better get it, girl.

- All right, so...
- This sounds exciting.

When Tracy walked in, I saw

Peggy Bundy meets
New Jersey housewife meets...

I don't know, like,
she was cute, but I thought

she kind of looked a little
older to be in this competition.

Sorry I took so long.

Hey, look at you. No problem.

- So we're about to restock.
- Okay.

As part of a lifestyle
consultant, basically,

we have to deal with products

as well as restocking those products,

and we've got to organize this,

because it's looking like
a hot mess in here.

Look at what I have set up over there,

and basically you just
scan through it real fast,

and then come over here
and try and mimic it.

Oh, jeez, really?

There's not that many products up there.

All of our retail items have a place.

We have a schematic for everything.

It's something that we spend a lot of time

and money on doing so that the stores

will look really,
really great to the guest.

Do you have some sort
of diagram or something?

That's gonna be your diagram.

Because over there
I have it set up correctly.

So basically, look at that real fast,

and come back over here
and I want you to set that up,

basically, for your client.

Wash...

milk...

spray, butter.

Salt, wash, milk, spray, butter.

Salt, wash, milk, spray, butter.

Milk, spray, butter.

Okay, butter goes here.

Okay, so I just want to see...

because I would do this
different than you have it,

because my retail
background tells me that

you always move the products

to the closest part of the shelf.

What you see over there is what we want.

That shelf doesn't look very good to me.

Honey, don't try it.

Girl, we got ten minutes,

all you got to do
is make it presentable.

- Okay?
- Okay.

I'm about my business,
so you might be a diva with me,

but I'm a bigger diva,
and I will handle you.

Look one more time.

Salt, wash, milk, spray, butter.

Let me take a look
at what you got over here.

Let's see. Okay, you've used everything.

Yes.

Girl, you went to work.

You did good. Give me one, girl.

Okay, great, yeah.

I'm not real sure why he would

not have known
that there is a schematic,

but I would like to figure that out.

Okay, so these are the products

that the therapists use.

Okay.

Immediately, I notice that
the Massage Heights products

are not the products
that are being used.

Biofreeze, have you ever
had that before?

Ah...

That's what they're using
on our clients.

In every Massage Heights retreat,

they're supposed to be
using a branded massage lotion

that we created at corporate.

So that's a really good product?

- Yeah, this is a good product.
- Okay.

The point is to provide
a consistent guest experience.

At this retreat,
they're not using that lotion,

and I'm really concerned about that.

I need to find out who is ordering

the wrong lotion and why.

Do you influence the product,
maybe, that you use?

Yes, we do.

Massage Heights came out

with their own massage lotion
for us back here...

Uh-huh.

It was terrible.

Yes.

This is the case
of the massage therapists

really running the show,
dictating what is gonna happen,

and what the consumer experience
will be in my brand.

This is my worst nightmare.

Massage Heights came out

with their own massage lotion
for us back here.

Uh-huh.

It was terrible.

- It didn't...
- You couldn't do deep tissue.

- You cannot.
- Oh.

- It was just...
- And it smelled weird.

It smelled weird, yeah.

The smell was bad.

This is actually for doing
massage, actual massage.

The body butters and stuff like that,

it's just like a body lotion.

It's completely different.

We all hated it, and we all said,

"we're not gonna use this."

This is a big issue for me.
This is a huge deal.

So how do you make your money?

I make hourly and off commission.

Okay, so your commissions
are on the memberships.

- And they're also on...
- Mm-hmm. As well as retail.

On the retail.

So how do you sell product
if they're not experiencing it?

That's a good one.

It is a little more difficult
selling this one,

as well as this body butter,
because, like you say,

- they're not experiencing that.
- Yeah.

The lotion differentiates us
from other brands.

It is also what helps us sell retail.

It's a branding opportunity.

It's something
for the guests to take home,

to get them thinking
about Massage Heights later.

Do you think that the Massage Heights

is consistent in every location?

I won't say that.

From what the clients tell me,
we're not.

I'm struggling a little bit,
trying to hold in my inner boss.

Consistency is key in growing a brand.

The brand recognition has to be there,

and part of the branding
is the actual product used.

Is everything good for you?

Yeah, yeah, I'm learning a lot.

Today, I'm in Bradenton, Florida,

and I'm going to be
working as a retreat director.

The retreat director
is the glue of the retreat.

They hold everything together.

- Hi.
- Hello.

I'm looking for Tori.

All righty.

I woke up this morning,
and I started missing everyone.

I'm ready to get back home,
but I went undercover

to find the good, the bad, and the ugly.

I've learned a ton,
but I can't stop now.

Hi, there.

- Hi, Tori?
- Yes.

- I'm Tracy, nice to meet you.
- Nice to meet you.

I'm the retreat director here
at University Park.

I am in charge of the back of the house

and the front of the house.

I'm just making sure that everything

is running smoothly for the business.

Okay.

So we have just a couple
minutes before shift change.

We'll have
nine new therapists coming in.

So we just need to wash the hot stones.

- Okay, do we need to do all of these, or...
- Yes.

Do you do this as a retreat director?

If we need to.

If you have to do it, you do it.

If we're behind, we're behind.

We need to fill the lotion.

I'm gonna pull out the lotion for you.

All of these bottles
have to be filled up.

What I noticed, as
I'm filling lotion bottles,

is that all of the Heights At Work

massage lotions are being used.

At least they're using the right lotion.

Some places haven't been using
our Heights At Work lotion,

and I'm so happy this place is.

Messy.

Just go ahead and wipe it off.

We've got to move as fast as we can.

The therapists are going to be here...

- Oops!
- oh... in just a couple of minutes.

I'm sorry.

Tracy just seemed to
be moving at her own speed.

It didn't really seem
to click in her mind that,

"okay, I need to speed up,"
it was turtle speed.

We ran out of time.

We need to go up to the front
and start checking in

our new guests and checking out
the old ones, okay?

Being enthusiastic, happy to see them.

We're inviting them into our home.

So let me go ahead
and show you really fast

how to check someone out.

How was everything?

- Good.
- Good.

All right, let's get you checked out.

So you want to do this for me?

Go to sale.

- Hit cancel.
- Okay.

Why is that? I don't understand.

A lot of pop-ups. I don't know.

Try hitting okay.

This happened the other morning,

where we could not get our
computer system to open at all.

So this is where I will have
to go check in the office.

I just have to reset
all of the computers.

I struggled today
with the computer systems.

The computer keeps crashing,
and the guests are not happy.

Trying to manage the hardware problems,

rebooting the computers,
and also manage the guests

that are coming out is a challenge.

Our computers, they're old,
they're outdated.

These computers need an update.

I see why they're struggling.

Welcome to my office.

I'm wondering what kind of training...

I know you train people,

but what kind of training did you get?

When I accepted the position,

I was told I would have training,

but then my training
just kind of went out the door.

So I had to just constantly be emailing

other retreat directors,
"hey, I'm so sorry"

"to bother you, but I don't know
what I'm doing."

And at this point,
I have so many questions.

This is upsetting to me.

If we want to see consistency,

our retreat directors,
the most important people,

have got to receive the proper training.

She's been successful.

How much more successful would she be

if she got the type of training
she's supposed to have?

Hey, Tori, how are you?

- Good, how are you?
- Surprise.

- This is my boyfriend Alex.
- Oh.

Tori's boyfriend Alex
came and got us for lunch.

This is a good opportunity
to get to know Tori

and her boyfriend Alex a little better.

How's your guys' day going so far?

I think it's good. Good.

So how long have you been dating?

About three years, almost three years.

About three years?
You gonna get married?

- Yeah.
- Yeah.

- Yeah?
- Absolutely.

Oh, that's really sweet.

The whole reason we came here to Florida

in the first place was because of me.

Because I had been with Massage
Heights for almost two years.

You were with Massage Heights?

Yes, I was previously,

and that's how Tori
got the job at Massage Heights,

because I kind of introduced her
to the company.

Was it really hard
when he left the company?

Um, yeah. It was weird.

So you left your entire family
to come here.

Yeah, I did.

Tell me about your family.

Um...

She's got a huge family,

and she's very, very,
very, very close to them.

And you miss them?

I'm very close to my mom.

Um, she had breast cancer
three years ago,

so she's been in remission
the last two years.

Um, but she just continuously
is having health problems.

She had heart surgery
just a couple months ago.

How old is your mom?

She's young. She's 43.

Yeah, so she's gone through a lot.

Oh, wow. That's really young.

Mm-hmm. It's just hard.

It's hard to be away.

We talk about it every day, you know,

if we had the opportunity
to go back to Michigan,

we would absolutely do it.

The thing that got me
the most was that Tori's 21,

the age of my oldest daughter,
and her mother is my age.

It just kind of is a wake-up. You know?

Anything can happen to you
at any time in your life.

Family is irreplaceable.

Sometimes I'll look back and think

I've spent a lot of time
building this company

and not nurturing my relationships.

And that's sad, because you lose time.

Time is lost. You can't go back.

So it was a pleasure meeting you.

Yes, very nice to meet you too.

Awesome. I wish you the best of luck.

- Thank you. Let's go.
- Awesome.

The employees think they're
going to decide whether or not

Shane deserves money
to start her own business.

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

I'm not really Tracy.

What?

You got me.

My week undercover has come to an end.

My undercover experience is finally over.

Tracy Reynolds is finally gone,

and I'm back to being Shane Evans.

I'm at a Zen Garden in Washington, D.C.

All of the people that I worked with

think that they have been called here

to give feedback
on whether or not I deserve

to move on to the next round
of the competition.

They have no idea
why they are really here.

- Hello.
- Hi. How are you?

Good. How are you?

- Doing well, thank you.
- Good.

What did you think
about your time with Tracy?

She surprised me.

I said, "girl, you better get it."

So I hope she gets her little business.

Do you recognize me?

Now I do...

Tracy?

Should I recognize you?

Are you Tracy?

I was Tracy.

Yes, you were.

But I'm not really Tracy.

What?

My real name is Shane Evans,
and I am the cofounder

and Chief Operating Officer
of Massage Heights.

Good to meet you.

Okay.

You're on Undercover Boss.

Oh, wow.

Are you serious?

I'm very serious.

You got me.

I'm shocked.

Kenny, you have a spunky personality.

Thank you.

Girl, you went to work.

- You did good.
- Okay.

- Give me one, girl.
- Great, yeah.

All right.

You have high energy.

- I loved that about you when I met you.
- Thank you.

I saw some things going wrong,
though, in the retreat too,

not just with you,
that location is not using

the Massage Heights
specified operational lotions,

and I think there's a possibility

that we failed in education
of that product line.

You know what?

How do you make your money?

- With the product.
- Yeah.

- Yeah, you get commissions, right, on
retail sales? - Yeah.

And membership sales, right?

So we're gonna send a crew out,

and we're gonna give the front
and back end some education.

That's because of you.

Girl, if I could scream
right now, I would.

- You can scream.
- Whoo!

It's crazy.

All right, well, Kenny,

something else I would like to do

is make your life better
in the long run.

Aww.

So tell me about you.

My biggest thing right now is finances.

Right now, I'm not in school.

What would you go to school for?

- Child psychology.
- Really?

Yes, ma'am.

Why is that?

I was actually, at one point in my life,

in child protective services,

and I had to start seeing a therapist.

He didn't have passion for it,
he didn't care about me,

and it could've helped me
in the long run.

I want to help kids, because
I didn't have someone help me.

I feel terrible for you for that.

Thank you.

And I have a very normal family life.

Um, I always have.

I'm very, very fortunate in that sense.

One of the things that I don't
have is a college education.

Wow.

I'd like to give you

$10,000 towards a college fund

so that you can become
the child psychologist

that you want to be.

- And...
- Sorry.

It's okay.

Give me a hug.

Thank you.

I'm in shock.
Like, I'm literally overwhelmed.

But it's a good overwhelmed.

Now, give me the high five.

I know I asked for... oh, my God.

This has taught me that
there is a blessing for you,

you just have to make sure to reach it.

And there's gonna be, you know,
of course, struggles,

but you can't let those struggles

define you as a person.

There's so many things out there for me,

and I'm proud, and I'm overwhelmed,

and I'm just thankful.

Tori, I was so impressed with you.

You were absolutely amazing.

All right, let's get you checked out.

Hit cancel.

You guys had a lot
of computer problems that day.

We always do.

Yeah, I'm going to invest

in a brand-new computer system
for the retreat.

That will be so helpful.

Also, the job that you did was
without the formalized training

that a retreat director typically gets.

So what I'm gonna do is bring
you to corporate headquarters,

and you're gonna learn to be

the retreat director
that you want to be.

Awesome.

That will make a huge difference

for myself and for my team,
I think, as well.

You guys both left your families

to go from Michigan
to Florida for a job.

How much do you miss them?

A lot.

I was heartbroken
when you told me about your mom.

Family is everything.

I'll tell you what,
this week has been very hard.

I miss my children, I miss
my husband, I miss my mom.

I would do anything
to be back with my family.

Well, I've talked to your franchisee,

and he would allow you to transfer back

to the Massage Heights in Michigan.

That's amazing.

And I'd like to pay for your expenses

for both of you to get back home.

And I'm going to ensure
that you have a job

at Massage Heights when you get there.

In addition to that,
I'm going to give you $10,000

to help start a new life.

Thank you so much.

You're welcome.

It makes my stomach,
you know, get all twisted,

to think that this really
just happened to me.

It's amazing.

I want to give you a hug.

Thank you.

It will be nice to be back
with our families.

I can't wait to call my mom.

I know she's... she's just gonna cry.

She wanted me to have the experience,

but I know she's gonna be even
more proud that I'm coming home

and that I can still
stay with the company.

Nikita,

one of the things
that impressed me about you most

is that you're great with customers.

You're very patient.

Thank you so much.

We're gonna start off
with a pre-cleanse.

We'll just very gently
massage this into her skin

to prep her for her cleanse.

You know, I was willing
to do anything and everything

that I needed to do to know
more about skin therapy.

This is a new service for us.

And what I saw with you

was you only had
two appointments that day,

and I know you can't
make a living on that.

And I think that that might
be a systemic problem.

So we are going to design
an integrated marketing plan

that will focus on bringing
skin therapy prospects

into the retreat.

We're going to spend $20,000...

Wow.

...To create some more opportunities

for you to make money.

I think that would be a huge help.

It would be an enormous help.

There's one other thing.

We talked about the fact that
you're trying to make ends meet.

How much was that student loan?

- They're about $25,000.
- Okay.

I'm gonna take care of that for you.

Are you serious?

I'm giving you $25,000...

Oh, my God!

...To pay off your student loan.

Are you serious?

I don't think I'm going to be able

to keep it together right now.

That's a huge burden off my shoulders.

I ignore phone calls every day.

Thank you so much, Shane.

Thank you so much.

You're very welcome.

It doesn't even feel real right now.

Oh, my God, I told you I'm a hugger.

I want to hug you right now.

Come here.

When she said she was gonna
help me with my student loans,

for a second, I think
my heart stopped beating.

Personally, this just makes me believe.

You know, when I was really
about ready to call it a day

and say that it wasn't worth it,

it makes me so happy that I held on.

Colin, you gave me insight
that I didn't have,

because you were brutally honest.

You were... you had no clue
that it was me.

No, I didn't.

Probably won't be here too much longer.

It doesn't seem like it's worth it.

Uh-huh.

Almost everybody here has a second job.

Do you have a second job?

I have a second, third, and fourth.

Do you really?

You're a wonderful massage therapist.

I'm devastated to hear that you
are thinking about leaving.

I want to help you because I know that

if you understand
the Massage Heights brand

and what the business model
was all about,

that you're going to thrive
as a massage therapist with us.

And so what I'd like to do

is give you the same training
that our franchisees get

and teach you how to run a business.

Okay.

Our franchisees pay over
$40,000 for this training,

and I'd like to give it to you,
all expenses paid.

I really appreciate that.

My real hope is that you're

gonna want to stay with us,
I'll be honest.

Because we need people like you.

You can't teach passion.
You have passion.

Thank you.

You shared with me
a story about your sister.

You take care of her young children.

It's the hardest thing
I've ever had to go through.

Honestly, if I didn't have the kids,

I don't know what I would do.

They keep you going.

They keep me going.

Every time I think about it,
it's like it just happened.

Well, learning about you

has inspired us to start
the Heights Family Fund,

to help all of our employees
across the nation

with any hardships that they may have.

You're going to be the first recipient,

and I'm going to give you $30,000.

I don't know what to say,
other than thank you.

I think you deserve it.
I know you deserve it.

I thought I was just
helping out a contestant.

I want to do backflips right now.

I want to give you a hug.

Give me a hug, then,
come on, I'm a hugger.

Aww.

Thank you.

I feel like I'm floating a little bit.

Um, this is just unreal.

Nobody has ever given me
even $1,000 before,

let alone $30,000.

I am... I'm shocked.

You know what?

Good things happen to good people.

And you're good people.

I can't believe I didn't know that...

Well, I look forward to seeing
you in the next few weeks.

I feel very grateful and very
blessed about the opportunity

to go to corporate for the training.

I'm an extremely happy
massage therapist right now.

Hello?

Hey, mom, guess what.

What?

You wouldn't believe what happened today.

What?

I am on Undercover Boss,

and the person I was training

is actually a cofounder
for the Massage Heights.

- Really?
- Yeah.

Here's the kicker,
she gave me $30,000 cash.

Oh, my goodness. $30,000?

$30,000.

You know, it just goes to show,
dreams do come true.

I've been working so hard, you know,

just waiting for a breakthrough.

Oh, my goodness.

That's how I feel.

What?

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