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[exciting music]
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male announcer: More than 100
3
00:00:12,679 --> 00:00:14,597
of America's biggest bosses...
4
00:00:14,681 --> 00:00:16,307
- I just hope I can keep up
with the guys.
5
00:00:16,391 --> 00:00:18,810
announcer:Have gone undercover
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00:00:18,893 --> 00:00:19,728
in their own companies.
7
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- That wasn't as easyas it looks.
8
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[indistinct shouting]
9
00:00:23,523 --> 00:00:24,607
- Lift me up!
10
00:00:24,691 --> 00:00:26,025
- I'm about
to just flip out, here.
11
00:00:26,109 --> 00:00:28,611
- I would almost swear
you look like somebody else.
12
00:00:28,695 --> 00:00:29,779
- Right here, right now,
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00:00:29,863 --> 00:00:31,614
we're gonna shut
the restaurant down.
14
00:00:31,698 --> 00:00:33,491
announcer: More than$20 million
15
00:00:33,575 --> 00:00:35,243
has been awardedto employees...
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- I'll write up a check
for $250,000.
17
00:00:37,495 --> 00:00:38,621
- Oh, my God.
18
00:00:38,705 --> 00:00:39,748
announcer:And millions of lives...
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00:00:39,831 --> 00:00:40,457
- I'm gonna pay off
the mortgage.
20
00:00:40,540 --> 00:00:42,292
announcer:Changed forever.
21
00:00:42,375 --> 00:00:43,960
- For real?
- This is real.
22
00:00:44,043 --> 00:00:47,797
The greatest reward is to seepeople live their dream.
23
00:00:47,881 --> 00:00:48,798
- That's a life changer.
24
00:00:48,882 --> 00:00:53,261
[dramatic music]
25
00:00:53,344 --> 00:00:54,262
announcer:Tonight...
26
00:00:54,345 --> 00:00:56,389
- [gasps]
That's a lot.
27
00:00:56,473 --> 00:00:59,184
announcer: A multimillionaireCEO goes deep undercover...
28
00:00:59,267 --> 00:01:02,812
- But we gotta get a little bit
more of a pep in your step.
29
00:01:02,896 --> 00:01:05,273
- Owner of the world's leadigsmoothie brand,
30
00:01:05,356 --> 00:01:07,609
Smoothie King,
31
00:01:07,692 --> 00:01:09,277
Korean businessman Wan Kim...
32
00:01:09,360 --> 00:01:13,490
- We believe we are gonna be
bigger than McDonald's.
33
00:01:13,573 --> 00:01:15,158
announcer: Will be putto the test.
34
00:01:15,241 --> 00:01:17,827
- Whoa!
What's happening?
35
00:01:17,911 --> 00:01:20,622
- He'll meet his matchon the shop floor...
36
00:01:20,705 --> 00:01:21,998
- Whoa! Oh, my God.
- Uh-oh, uh-oh!
37
00:01:22,081 --> 00:01:24,375
announcer: And discoversome tough truths
38
00:01:24,459 --> 00:01:27,170
about the radical changeshe's made.
39
00:01:27,253 --> 00:01:30,006
- I noticed instantly.
Customers weren't happy.
40
00:01:30,089 --> 00:01:31,841
We're operating below standard.
41
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♪ ♪
42
00:01:33,426 --> 00:01:35,136
announcer: How willhis coworkers react
43
00:01:35,220 --> 00:01:37,180
when they find outhe's really the boss?
44
00:01:37,263 --> 00:01:40,225
- Oh, my God.
I can't believe this.
45
00:01:40,308 --> 00:01:42,477
- [crying]
46
00:01:42,560 --> 00:01:45,230
announcer: All this nexton "Undercover Boss."
47
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[upbeat music]
48
00:01:48,691 --> 00:01:49,776
♪ ♪
49
00:01:49,859 --> 00:01:53,154
- My name is Wan Kim,
and I'm a CEO of Smoothie King.
50
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♪ ♪
51
00:02:00,078 --> 00:02:01,204
announcer: Headquarteredin Dallas, Texas,
52
00:02:01,287 --> 00:02:05,166
Smoothie King is a$500-million-a-year business.
53
00:02:05,250 --> 00:02:07,919
♪ ♪
54
00:02:08,002 --> 00:02:08,920
- Here you go, my man.
55
00:02:09,003 --> 00:02:09,420
- Good morning.
56
00:02:09,504 --> 00:02:11,339
all: Good morning.
57
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announcer: Since buyingthe company in 2012,
58
00:02:14,467 --> 00:02:17,262
CEO Wan Kim has doubledtheir stores
59
00:02:17,345 --> 00:02:20,098
to over 1,000 across32 states...
60
00:02:20,181 --> 00:02:22,267
♪ ♪
61
00:02:22,350 --> 00:02:26,229
And tripled smoothie salesannually to 75 million,
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00:02:26,312 --> 00:02:28,731
growing Smoothie King into
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the world's leadingsmoothie brand.
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00:02:31,317 --> 00:02:34,529
♪ ♪
65
00:02:34,612 --> 00:02:38,366
- Smoothie King was founded
in 1973 by Steve Kuhnau
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00:02:38,449 --> 00:02:40,702
in New Orleans.
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00:02:40,785 --> 00:02:43,246
Steve came up with
the name "smoothie,"
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and he is the original
inventor.
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00:02:45,373 --> 00:02:49,961
He actually wanted to curehis own allergy,
70
00:02:50,044 --> 00:02:54,507
so he started blending someof the nutrients with fruits,
71
00:02:54,591 --> 00:02:56,259
and then his friends started
to talk about,
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00:02:56,342 --> 00:02:59,053
"Ooh, it's very smoothie."
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[laughs]
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♪ ♪
75
00:03:01,514 --> 00:03:03,433
I was born in Seoul, Korea.
76
00:03:03,516 --> 00:03:06,144
My father ownsa manufacturing business,
77
00:03:06,227 --> 00:03:11,357
and I grew up in a prettywealthy, uh, environment.
78
00:03:11,441 --> 00:03:14,569
In 2003, I was looking
for the opportunity
79
00:03:14,652 --> 00:03:18,823
to bring some unique concepts
into Korea.
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00:03:18,907 --> 00:03:20,950
When I met Steve Kuhnau,
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00:03:21,034 --> 00:03:24,162
I loved the culture thathe embodied in the company.
82
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[tense music]
83
00:03:27,498 --> 00:03:29,334
When we opened our first stoein Korea,
84
00:03:29,417 --> 00:03:33,588
we literally worked 14
to 16 hours a day
85
00:03:33,671 --> 00:03:34,839
for seven days a week.
86
00:03:34,923 --> 00:03:40,470
And I was able to open about100 stores over seven years.
87
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That's when I realizedI love what I do.
88
00:03:43,598 --> 00:03:44,641
This is the time.
89
00:03:44,724 --> 00:03:48,311
I asked Steve Kuhnau whether
he is willing to sell.
90
00:03:48,394 --> 00:03:50,313
- Oh, my God.
It looks good.
91
00:03:50,396 --> 00:03:54,859
- When I bought the company,I told my wife,
92
00:03:54,943 --> 00:03:57,987
"We have to moveto New Orleans."
93
00:03:58,071 --> 00:04:00,365
She said,
"New what?"
94
00:04:00,448 --> 00:04:02,367
[laughs]
95
00:04:03,451 --> 00:04:04,953
When I bought this company,
96
00:04:05,036 --> 00:04:07,163
there are a lot of changeswe made.
97
00:04:07,246 --> 00:04:08,206
We changed our store design.
98
00:04:08,289 --> 00:04:11,459
I mean, literally,we changed everything.
99
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We changed our product.
100
00:04:13,962 --> 00:04:15,338
There are a lot of people
who believe smoothies
101
00:04:15,421 --> 00:04:17,340
to be very healthy,
102
00:04:17,423 --> 00:04:19,300
so we launched Clean Blends.
103
00:04:19,384 --> 00:04:22,345
We have broughtmore whole fruits,
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00:04:22,428 --> 00:04:23,638
organic veggies.
105
00:04:23,721 --> 00:04:25,848
We eliminatedartificial color,
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00:04:25,932 --> 00:04:28,017
flavor,and preservatives.
107
00:04:28,101 --> 00:04:30,311
We also have eliminated
added sugar
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in over 40 smoothies
that we sell.
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00:04:33,773 --> 00:04:36,192
- Here's a Recharge Pineapple
right here.
110
00:04:36,275 --> 00:04:38,277
- And I do really believewhat we have done
111
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is the right thing to do.
112
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♪ ♪
113
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In order for us to be part
114
00:04:44,784 --> 00:04:47,328
of your healthand fitness journey,
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00:04:47,412 --> 00:04:50,206
we have to keep changing.
116
00:04:50,289 --> 00:04:53,209
[upbeat music]
117
00:04:53,293 --> 00:04:54,877
We have three kids.
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00:04:54,961 --> 00:04:56,879
Two girls are in New York
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00:04:56,963 --> 00:04:58,506
studying atColumbia University,
120
00:04:58,589 --> 00:05:03,344
and my little boy, who's 12,
is still with me in Dallas.
121
00:05:03,428 --> 00:05:06,431
- What are you gonna do
for the next two weeks?
122
00:05:06,514 --> 00:05:07,265
- Uh, I'm gonna be undercover.
123
00:05:07,348 --> 00:05:09,851
I'm gonna go in,
you know,
124
00:05:09,934 --> 00:05:12,395
see the stores,
meet my team,
125
00:05:12,478 --> 00:05:15,064
really try to understand
how they do.
126
00:05:15,148 --> 00:05:16,399
- What are they gonna
transform you into?
127
00:05:16,482 --> 00:05:19,235
- I'm gonna be Song Li,
128
00:05:19,318 --> 00:05:21,195
and I'm gonna be
just a lot younger
129
00:05:21,279 --> 00:05:22,363
and hip and trendy.
130
00:05:22,447 --> 00:05:24,866
[laughs]
131
00:05:24,949 --> 00:05:27,035
By 2024,
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00:05:27,118 --> 00:05:28,745
we wanna doublenumber of stores
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00:05:28,828 --> 00:05:30,705
as well as our sales.
134
00:05:30,788 --> 00:05:33,791
We wanna make sure that we have
good presence in California
135
00:05:33,875 --> 00:05:35,543
as well as New York.
136
00:05:35,626 --> 00:05:39,255
We believe we are gonna
be bigger than McDonald's.
137
00:05:39,338 --> 00:05:40,256
♪ ♪
138
00:05:40,339 --> 00:05:41,883
I decide to go undercover
139
00:05:41,966 --> 00:05:42,800
because I really want to know
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if there are any issuesin my store
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00:05:45,845 --> 00:05:48,598
because of all the changesI have brought in.
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♪ ♪
143
00:05:51,059 --> 00:05:51,559
[gasps]
144
00:05:51,642 --> 00:05:54,437
[laughing] Oh, my God!
145
00:05:54,520 --> 00:05:57,607
Look at me.
146
00:05:57,690 --> 00:05:59,567
I can go to the club tonight.
147
00:05:59,650 --> 00:06:01,778
[laughs]
148
00:06:01,861 --> 00:06:04,405
Okay.
Holy cow.
149
00:06:04,489 --> 00:06:05,782
All right.
150
00:06:05,865 --> 00:06:07,408
[both laughing]
151
00:06:07,492 --> 00:06:11,829
Uh, please meet Song Li.
152
00:06:11,913 --> 00:06:13,414
- Oh.
Oh, no.
153
00:06:13,498 --> 00:06:14,415
- All right, honey,
give me a hug.
154
00:06:14,499 --> 00:06:16,417
- Oh, my God!
Oh, my God!
155
00:06:16,501 --> 00:06:20,755
- Honey?
Aww, this is me.
156
00:06:20,838 --> 00:06:21,756
While I'm undercover,
157
00:06:21,839 --> 00:06:24,509
I'll be posing as a failedfashion retailer.
158
00:06:24,592 --> 00:06:28,638
My coworkers will be toldI'm taking part
159
00:06:28,721 --> 00:06:29,889
in a documentary,
160
00:06:29,972 --> 00:06:31,933
and I'm lookingfor a second career
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00:06:32,016 --> 00:06:34,143
as a Smoothie King franchisee.
162
00:06:34,227 --> 00:06:36,979
They have no idea thatit's "Undercover Boss."
163
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[dramatic music]
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all: Bye.
165
00:06:40,566 --> 00:06:42,652
- Miss you.
166
00:06:42,735 --> 00:06:43,653
- Bye.
167
00:06:43,736 --> 00:06:46,823
♪ ♪
168
00:06:48,074 --> 00:06:52,161
♪ ♪
169
00:06:52,245 --> 00:06:52,578
[train wheels clacking]
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00:06:52,662 --> 00:06:53,621
[cars passing]
171
00:06:53,704 --> 00:07:00,002
♪ ♪
172
00:07:00,086 --> 00:07:04,132
- Having this look makes me
totally different person.
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00:07:04,215 --> 00:07:08,177
I mean, I feel like
I'm in "007"--a movie.
174
00:07:08,261 --> 00:07:10,596
I've been to this storebefore--
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00:07:10,680 --> 00:07:12,849
actually, a few times.
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I am a little nervous.
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00:07:14,976 --> 00:07:18,062
I hope I'm not gonna be
discovered today.
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00:07:18,146 --> 00:07:23,818
This store is run by a veryexperienced manager, Skyler.
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While I'm undercover,
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I wanna really find out
how Skyler has been embracing
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all the changes that we made,
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but also furthermore,
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I'd like to know how our guests
are engaged with those.
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00:07:36,581 --> 00:07:40,001
- Hey. How's it going?
- Hello.
185
00:07:40,084 --> 00:07:41,502
- Nice to meet you.
So what's your name?
186
00:07:41,586 --> 00:07:42,587
- Song.
- Song?
187
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My name's Skyler.
- Skyler?
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00:07:44,297 --> 00:07:46,757
- So I heard you were trying
to learn just the ropes
189
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of running the Smoothie King,
right?
190
00:07:48,467 --> 00:07:49,552
- Uh-huh, uh-huh.
- Okay, okay.
191
00:07:49,635 --> 00:07:50,928
So, I'm definitely the guy.
- Okay.
192
00:07:51,012 --> 00:07:52,763
- Okay, so let me--let me
get you a shirt.
193
00:07:52,847 --> 00:07:54,223
It's right back here.
- All right.
194
00:07:54,307 --> 00:07:56,184
- All right, so now you
are officially part
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00:07:56,267 --> 00:07:57,894
of the Smoothie King team.
- Awesome.
196
00:07:57,977 --> 00:07:59,187
- [chuckles]
- Okay.
197
00:07:59,270 --> 00:08:01,230
[upbeat music]
198
00:08:01,314 --> 00:08:02,064
- So this'll actually
be perfect
199
00:08:02,148 --> 00:08:04,233
'cause we just had
a customer come by.
200
00:08:04,317 --> 00:08:06,402
They've actually bought
a very popular smoothie,
201
00:08:06,485 --> 00:08:08,070
which is our,
um, high protein,
202
00:08:08,154 --> 00:08:09,280
and they got
the banana version.
203
00:08:09,363 --> 00:08:10,323
And so as you see,
204
00:08:10,406 --> 00:08:13,117
it pretty much gives you all
the simple steps here.
205
00:08:13,201 --> 00:08:13,701
So as you see,
it says "water,"
206
00:08:13,784 --> 00:08:17,079
so we'll do seven pumps.
207
00:08:17,163 --> 00:08:18,289
- As soon as I got in there,
208
00:08:18,372 --> 00:08:22,710
I tried to pretend that I'm
really new, new, new on this,
209
00:08:22,793 --> 00:08:25,129
but he did a awesome job.
210
00:08:25,213 --> 00:08:25,963
- So next is banana.
211
00:08:26,047 --> 00:08:28,424
So you see how
it says "green disher"?
212
00:08:28,507 --> 00:08:29,300
There you are.
213
00:08:29,383 --> 00:08:30,718
See, I think that's
a little bit too much.
214
00:08:30,801 --> 00:08:32,929
Portion control is everything
215
00:08:33,012 --> 00:08:33,596
because at the end of the day,
216
00:08:33,679 --> 00:08:36,098
it's a penny type of business.
217
00:08:36,182 --> 00:08:37,058
- Portion's good?
- That's perfect.
218
00:08:37,141 --> 00:08:39,810
- I really appreciate himsaying that,
219
00:08:39,894 --> 00:08:41,812
because I was franchisee.
220
00:08:41,896 --> 00:08:45,066
I understand how important
portioning can be
221
00:08:45,149 --> 00:08:46,651
when you try to getto the right profitability.
222
00:08:46,734 --> 00:08:49,320
- Do a little bit less.
There you go.
223
00:08:49,403 --> 00:08:50,613
That--that'll work.
224
00:08:50,696 --> 00:08:52,573
Okay, and the last thing
is the ice.
225
00:08:52,657 --> 00:08:54,492
It should be approximately
33 cubes.
226
00:08:54,575 --> 00:08:56,661
Uh, we need a little bit
more than that.
227
00:08:56,744 --> 00:08:58,120
That should do.
228
00:09:00,206 --> 00:09:03,167
All right, so next
is the blender, okay?
229
00:09:03,251 --> 00:09:04,168
[blender grinding]
230
00:09:04,252 --> 00:09:05,169
Perfect.
231
00:09:05,253 --> 00:09:05,711
- Okay, my first smoothie.
232
00:09:05,795 --> 00:09:06,712
- Your first smoothie.
233
00:09:06,796 --> 00:09:08,673
But--this is the key, though--
234
00:09:08,756 --> 00:09:10,758
at Smoothie King,
we have to get it done
235
00:09:10,841 --> 00:09:12,969
in three minutes
and 30 seconds.
236
00:09:13,052 --> 00:09:14,262
[tense music]
237
00:09:14,345 --> 00:09:15,638
We have customers that
are on the go.
238
00:09:15,721 --> 00:09:16,681
We have customers
that are on lunch.
239
00:09:16,764 --> 00:09:19,433
So you always have to be fast.
240
00:09:19,517 --> 00:09:21,102
Order for Krista.
- Thank you much.
241
00:09:21,185 --> 00:09:22,478
- Thank you.
You have a great day.
242
00:09:22,562 --> 00:09:23,980
♪ ♪
243
00:09:24,063 --> 00:09:25,606
And it looks like
we have another ticket,
244
00:09:25,690 --> 00:09:27,149
so we can give this
a try again.
245
00:09:27,233 --> 00:09:28,150
- All right.
246
00:09:28,234 --> 00:09:29,151
- I'm gonna time you
to make sure
247
00:09:29,235 --> 00:09:32,071
that we have this three minutes
and 30 seconds.
248
00:09:32,154 --> 00:09:34,240
Starting now.
249
00:09:34,323 --> 00:09:37,159
- Was really concentrating,
uh, on portioning
250
00:09:37,243 --> 00:09:39,996
as well as making sure
the smoothies are right.
251
00:09:40,079 --> 00:09:42,665
- So let's try to do this
a little bit faster.
252
00:09:42,748 --> 00:09:45,710
But again,
portion control is the key.
253
00:09:45,793 --> 00:09:47,336
- I was very overwhelmed.
254
00:09:47,420 --> 00:09:48,629
- So that was a little bit
over-portioned.
255
00:09:48,713 --> 00:09:51,007
- Whoa!
- Uh-oh, uh-oh!
256
00:09:51,090 --> 00:09:54,218
I think he is moving a littletoo slow for me.
257
00:09:54,302 --> 00:09:54,969
We had to get that
three minutes
258
00:09:55,052 --> 00:09:57,138
and 30 second time frame going.
259
00:09:57,221 --> 00:09:58,514
We're at two minutes.
260
00:09:58,597 --> 00:10:00,391
We gotta go a li--
just a little bit faster.
261
00:10:00,474 --> 00:10:02,643
- I'm like,
"Whoa, Skyler, stop it.
262
00:10:02,727 --> 00:10:05,313
This is my first day."
263
00:10:05,396 --> 00:10:07,189
- He needs to get faster,
quicker.
264
00:10:07,273 --> 00:10:08,190
This is Smoothie King.
265
00:10:08,274 --> 00:10:09,650
We gotta have a lotta,
lotta energy.
266
00:10:09,734 --> 00:10:10,735
- "Song, Song, Song,
267
00:10:10,818 --> 00:10:12,695
you gotta go faster,
faster, faster."
268
00:10:12,778 --> 00:10:13,821
- 28 more seconds.
269
00:10:13,904 --> 00:10:14,822
We gotta pour this smoothie
270
00:10:14,905 --> 00:10:16,198
and we have to get
this smoothie out.
271
00:10:16,282 --> 00:10:19,327
- With the pressure,
I kind of had my meltdown,
272
00:10:19,410 --> 00:10:20,870
and I started
to make some mistakes.
273
00:10:20,953 --> 00:10:21,912
Think I'm a little bit short.
274
00:10:21,996 --> 00:10:23,122
- Yeah, that came up
a little short,
275
00:10:23,205 --> 00:10:24,123
so we're gonna have
to remake that.
276
00:10:24,206 --> 00:10:25,207
- Got it.
277
00:10:25,291 --> 00:10:26,792
I felt really bad because,
you know,
278
00:10:26,876 --> 00:10:29,045
our guests had to wait
279
00:10:29,128 --> 00:10:31,839
and they hadto be really patient.
280
00:10:31,922 --> 00:10:32,882
Sorry about that.
- Thank you.
281
00:10:32,965 --> 00:10:34,175
No, you're good, man.
You're good.
282
00:10:34,258 --> 00:10:35,217
- And thank you so much
for your patience.
283
00:10:35,301 --> 00:10:36,677
- No, you're great, man.
284
00:10:36,761 --> 00:10:38,763
- Since buying this company,
285
00:10:38,846 --> 00:10:40,681
I have brought inClean Blends.
286
00:10:40,765 --> 00:10:44,810
We eliminatedartificial flavor, color.
287
00:10:44,894 --> 00:10:46,854
We do not put added sugar.
288
00:10:46,937 --> 00:10:49,023
I want to find out
289
00:10:49,106 --> 00:10:51,025
if the teams workingin the stores
290
00:10:51,108 --> 00:10:52,777
are behind our new vision.
291
00:10:52,860 --> 00:10:56,113
When I actually looked
at this business,
292
00:10:56,197 --> 00:11:00,076
like, the difference between,
uh, Smoothie King and Jamba
293
00:11:00,159 --> 00:11:02,244
was I thought that, uh,
clean--
294
00:11:02,328 --> 00:11:03,913
clean--cleaning blends,
or Clean Blends--
295
00:11:03,996 --> 00:11:04,914
- Cleaner blends, yeah.
296
00:11:04,997 --> 00:11:05,748
- Yeah, what do you think
of it?
297
00:11:05,831 --> 00:11:07,917
- I noticed instantly
298
00:11:08,000 --> 00:11:10,336
when we brought out
the cleaner blending...
299
00:11:10,419 --> 00:11:12,421
- Right.
- The customers weren't happy.
300
00:11:12,505 --> 00:11:15,883
- When Skyler told me, uh,
about Clean Blends,
301
00:11:15,966 --> 00:11:17,134
I will be honest--
302
00:11:17,218 --> 00:11:17,760
really, you know,
it hurts.
303
00:11:17,843 --> 00:11:19,845
♪ ♪
304
00:11:28,687 --> 00:11:29,271
[tense music]
305
00:11:29,355 --> 00:11:31,607
- Since buying this company,
306
00:11:31,690 --> 00:11:33,943
I have brought inclean blends.
307
00:11:34,026 --> 00:11:35,277
What do you think of them?
308
00:11:35,361 --> 00:11:37,071
Cleani--cleaning blends
or clean blends?
309
00:11:37,154 --> 00:11:38,322
- Cleaner blends, yeah.
310
00:11:38,406 --> 00:11:39,657
I noticed instantly,
311
00:11:39,740 --> 00:11:42,076
when we brought out
the cleaner blending...
312
00:11:42,159 --> 00:11:44,203
- Right.
- The customers weren't happy.
313
00:11:45,579 --> 00:11:48,958
Literally, we had customers
that's been at Smoothie King
314
00:11:49,041 --> 00:11:49,750
for over ten years...
- Right.
315
00:11:49,834 --> 00:11:52,420
- And their complaint was,
316
00:11:52,503 --> 00:11:53,754
"I've been getting
the same smoothie.
317
00:11:53,838 --> 00:11:55,256
You can't tell me..."
- Got it.
318
00:11:55,339 --> 00:11:56,465
"To be healthier.
319
00:11:56,549 --> 00:11:58,175
"If I want a smoothie
with sugar in it,
320
00:11:58,259 --> 00:11:59,510
I want my smoothie
with sugar in it."
321
00:11:59,593 --> 00:12:01,470
- Got it.
- Us, as managers,
322
00:12:01,554 --> 00:12:02,888
we took the blame for it.
- Oh.
323
00:12:02,972 --> 00:12:04,974
- Not only did they think that
we were making the changes,
324
00:12:05,057 --> 00:12:06,684
just even on
the corporate level...
325
00:12:06,767 --> 00:12:08,185
- Right, right, right.
- You know, our bosses,
326
00:12:08,269 --> 00:12:10,312
they were saying that we
weren't meeting these numbers.
327
00:12:10,396 --> 00:12:12,481
It affected my bonus a lot.
328
00:12:12,565 --> 00:12:14,442
I would say by at least 75%.
329
00:12:14,525 --> 00:12:15,818
Higher managementwas upset with us.
330
00:12:15,901 --> 00:12:18,779
They were blaming us
for basically lower sales
331
00:12:18,863 --> 00:12:21,198
that we had no control over.
332
00:12:21,282 --> 00:12:22,825
Picture if you were
a franchisee...
333
00:12:22,908 --> 00:12:23,993
- Right.
334
00:12:24,076 --> 00:12:25,119
- And you've been making all
of this money...
335
00:12:25,202 --> 00:12:25,953
- Right.
- And then
336
00:12:26,036 --> 00:12:27,955
the owner of it
just switches it up.
337
00:12:28,038 --> 00:12:29,957
- Right, right, right.
338
00:12:30,040 --> 00:12:31,000
- And then your money starts
to trickle down
339
00:12:31,083 --> 00:12:32,835
to a whole different level.
- Oh, that'd be bad.
340
00:12:32,918 --> 00:12:34,712
I'm not gonna be happy with it.
- Exactly.
341
00:12:34,795 --> 00:12:37,673
♪ ♪
342
00:12:37,756 --> 00:12:42,261
- When Skyler told me, uh,about the impact at the stor,
343
00:12:42,344 --> 00:12:45,139
it just hurts my feeling
that he had to go through
344
00:12:45,222 --> 00:12:48,851
all this difficult time because
of, uh, my decision.
345
00:12:48,934 --> 00:12:53,022
We need to do a better jobof communicating to our team.
346
00:12:53,105 --> 00:12:54,523
♪ ♪
347
00:12:54,607 --> 00:12:55,900
- Number 32,
blueberry banana.
348
00:12:55,983 --> 00:12:58,903
[quirky music]
349
00:12:58,986 --> 00:13:00,821
You wanna put a little bit,
uh--
350
00:13:00,905 --> 00:13:03,699
put a little bit
of muscle into it.
351
00:13:03,782 --> 00:13:04,909
- Okay. I can do that.
352
00:13:04,992 --> 00:13:05,993
- I actually saved this job
just for you.
353
00:13:06,076 --> 00:13:09,413
[both laugh]
- Oh, all right.
354
00:13:09,497 --> 00:13:11,207
- You wanna at least keep
an eye on it.
355
00:13:11,290 --> 00:13:13,876
- When I was thinking about,
you know, franchising business,
356
00:13:13,959 --> 00:13:16,086
I also thought about,
you know,
357
00:13:16,170 --> 00:13:19,381
whether my kids can have
these products every day.
358
00:13:19,465 --> 00:13:21,050
- Exactly.
And it's funny you say that,
359
00:13:21,133 --> 00:13:23,219
'cause my daughter,
she is--
360
00:13:23,302 --> 00:13:24,887
she is trying to be vegan
like her father.
361
00:13:24,970 --> 00:13:27,014
You know what I mean?
She's making little steps.
362
00:13:27,097 --> 00:13:29,391
- How did you become a vegan?
363
00:13:29,475 --> 00:13:31,769
- So I definitely chose
to become vegan, um,
364
00:13:31,852 --> 00:13:35,564
between my health--
and even in my family,
365
00:13:35,648 --> 00:13:38,234
you know,
we've had health issues.
366
00:13:38,317 --> 00:13:40,778
Uh, my mother,
she passed away from cancer.
367
00:13:40,861 --> 00:13:42,404
- Oh.
[stirring music]
368
00:13:42,488 --> 00:13:44,865
- I had a older brother
a few years older than me.
369
00:13:44,949 --> 00:13:47,159
About two years ago he...
- [gasps]
370
00:13:47,243 --> 00:13:48,410
He died of a heart attack.
371
00:13:48,494 --> 00:13:49,620
- Oh, my goodness.
- And so--
372
00:13:49,703 --> 00:13:50,746
- He was young.
- Yeah.
373
00:13:50,829 --> 00:13:52,331
- You know,
and he was only 32.
374
00:13:52,414 --> 00:13:53,582
So you know what I mean?
375
00:13:53,666 --> 00:13:57,962
It's all of the more for me
to live this healthy lifestyle.
376
00:13:58,045 --> 00:14:00,089
And, you know,
that's another reason why
377
00:14:00,172 --> 00:14:01,215
it's fun to work
at Smoothie King.
378
00:14:01,298 --> 00:14:04,593
- Skyler told me abouthis mother and brother.
379
00:14:04,677 --> 00:14:05,970
That was very touching.
380
00:14:06,053 --> 00:14:08,931
I felt, "Oh, my God.
What a tragedy."
381
00:14:09,014 --> 00:14:11,767
[dramatic music]
382
00:14:11,850 --> 00:14:12,476
If you were me,
383
00:14:12,560 --> 00:14:13,811
why would I choose
Smoothie King?
384
00:14:13,894 --> 00:14:14,937
- 'Cause this is a great brand.
385
00:14:15,020 --> 00:14:18,315
- So you wanna be a franchise
too.
386
00:14:18,399 --> 00:14:19,650
- Yeah, definitely, definitely.
387
00:14:19,733 --> 00:14:21,735
I--I've made this
a goal since high school.
388
00:14:21,819 --> 00:14:23,779
Coming from where
I come from... [chuckles]
389
00:14:23,862 --> 00:14:25,030
It's not many of us
that can franchise.
390
00:14:25,114 --> 00:14:27,116
You know what I mean?
So, uh--
391
00:14:27,199 --> 00:14:29,243
- Are you close or--
392
00:14:29,326 --> 00:14:30,578
[laughs]
- I thought--
393
00:14:30,661 --> 00:14:31,996
I thought I was close, but...
394
00:14:32,079 --> 00:14:34,790
you have to have
that money, you know?
395
00:14:34,873 --> 00:14:35,833
To--to do it.
- Yeah, yeah.
396
00:14:35,916 --> 00:14:37,334
- You know, that's not
gonna keep me down.
397
00:14:37,418 --> 00:14:39,420
I'm gonna keep trying
and I'm gonna get it.
398
00:14:39,503 --> 00:14:41,130
- Okay. Wow.
399
00:14:41,213 --> 00:14:43,299
[tense music]
400
00:14:43,382 --> 00:14:47,094
I really want to tell him
that I started owning one store
401
00:14:47,177 --> 00:14:50,306
as a franchisee,
and here I am,
402
00:14:50,389 --> 00:14:52,182
so why can't he do that?
403
00:14:52,266 --> 00:14:53,934
He should be able to do it.
404
00:14:54,018 --> 00:14:57,605
[acoustic music]
405
00:14:57,688 --> 00:14:59,982
Seriously, I am very happyto find out
406
00:15:00,065 --> 00:15:04,320
that our team members
have amazing passion
407
00:15:04,403 --> 00:15:05,988
about what we do.
408
00:15:06,071 --> 00:15:08,616
I learned a lot that, uh,next time,
409
00:15:08,699 --> 00:15:09,992
when we roll out the changes,
410
00:15:10,075 --> 00:15:11,827
we really have to doa better job
411
00:15:11,910 --> 00:15:15,623
so that they understand why
we are making those decisions
412
00:15:15,706 --> 00:15:18,292
and work more closelywith our managers
413
00:15:18,375 --> 00:15:20,794
so they are preparedfor the future.
414
00:15:20,878 --> 00:15:22,546
[tense music]
415
00:15:22,630 --> 00:15:23,172
announcer: Coming up,
416
00:15:23,255 --> 00:15:25,132
the boss gets a shock.
417
00:15:25,215 --> 00:15:27,635
- We're operating
below standard.
418
00:15:27,718 --> 00:15:28,636
- Below standard?
- Yes.
419
00:15:28,719 --> 00:15:30,220
- Frankly, I was
very frustrated.
420
00:15:30,304 --> 00:15:33,015
announcer: And he's putto the ultimate test.
421
00:15:33,098 --> 00:15:34,850
- Whoa!
That was my fault.
422
00:15:34,933 --> 00:15:35,851
What's happening?
423
00:15:35,934 --> 00:15:36,977
I screwed up so many times!
424
00:15:48,989 --> 00:15:51,909
[country music]
425
00:15:51,992 --> 00:15:56,872
♪ ♪
426
00:15:56,955 --> 00:16:00,084
- Today I'm gonna be working
my first $5 Friday,
427
00:16:00,167 --> 00:16:03,045
when our smoothiesare discounted
428
00:16:03,128 --> 00:16:03,921
to only $5.
429
00:16:04,004 --> 00:16:06,548
- 32-ounce Caribbean Way,
right?
430
00:16:06,632 --> 00:16:08,550
- And I have cometo this store
431
00:16:08,634 --> 00:16:12,262
because it is owned by ourthird-biggest franchisee.
432
00:16:12,346 --> 00:16:14,056
Out of 1,100 stores,
433
00:16:14,139 --> 00:16:16,016
a little less than 50 storesare company-owned,
434
00:16:16,100 --> 00:16:18,936
and the rest are franchises.
435
00:16:19,019 --> 00:16:20,896
- What can I get for you today?
436
00:16:20,979 --> 00:16:22,064
- Franchising businessis very difficult
437
00:16:22,147 --> 00:16:25,567
because we want to make surethat those stores
438
00:16:25,651 --> 00:16:27,736
maintain ouroperational standard.
439
00:16:27,820 --> 00:16:29,071
And that matters
440
00:16:29,154 --> 00:16:31,073
because consistencyin this business is the key.
441
00:16:31,156 --> 00:16:34,410
Today, Alvin thinks I'm here
442
00:16:34,493 --> 00:16:36,578
to learn about$5 Friday
443
00:16:36,662 --> 00:16:39,248
because I'm thinkingof becoming a franchisee.
444
00:16:39,331 --> 00:16:40,874
But really,
445
00:16:40,958 --> 00:16:43,711
I want to see if ourfranchisees meet our standar.
446
00:16:43,794 --> 00:16:45,087
Good morning.
- How's it going?
447
00:16:45,170 --> 00:16:46,255
- How are you?
- I'm Alvin.
448
00:16:46,338 --> 00:16:47,548
- Song Li.
- Song Li?
449
00:16:47,631 --> 00:16:48,632
both: Nice to meet you.
450
00:16:48,716 --> 00:16:49,925
Welcome to Smoothie King.
- All right.
451
00:16:50,008 --> 00:16:51,009
- It's $5 Friday.
452
00:16:51,093 --> 00:16:52,386
It's our busiest day
of the week,
453
00:16:52,469 --> 00:16:54,596
so we'll get you a shirt
and we'll get you started.
454
00:16:54,680 --> 00:16:55,723
- All right.
Thank you so much.
455
00:16:55,806 --> 00:16:56,306
- Yeah, no problem.
- I'm not gonna let you down.
456
00:16:56,390 --> 00:16:57,182
- Yeah.
- I promise.
457
00:16:57,266 --> 00:16:59,268
- Sweet, man.
- All right.
458
00:17:01,687 --> 00:17:03,439
[upbeat music]
459
00:17:03,522 --> 00:17:04,565
- All right.
460
00:17:04,648 --> 00:17:06,734
What do you know
about $5 Friday already?
461
00:17:06,817 --> 00:17:09,111
- Uh, it's a busy day.
462
00:17:09,194 --> 00:17:11,447
- It's a good day of business,
but it's kinda hard on us,
463
00:17:11,530 --> 00:17:12,406
where we're--we're working.
We're hungry.
464
00:17:12,489 --> 00:17:14,283
- It's like that.
- Your pineapple spinach.
465
00:17:14,366 --> 00:17:15,951
Y'all have a great day.
466
00:17:16,034 --> 00:17:17,661
- You guys come a lot?
- Mm-mm.
467
00:17:17,745 --> 00:17:19,663
- This is the first time.
468
00:17:19,747 --> 00:17:20,789
- First time ever?
469
00:17:20,873 --> 00:17:22,833
- Yeah.
- We got a first-timer!
470
00:17:22,916 --> 00:17:23,292
- Whoo!
471
00:17:23,375 --> 00:17:25,002
[peppy music]
472
00:17:25,085 --> 00:17:27,087
- So Monday through Thursday,like,
473
00:17:27,171 --> 00:17:29,173
how busy are you?
474
00:17:29,256 --> 00:17:32,050
- At our store, we're doing
about 1,200 gross.
475
00:17:32,134 --> 00:17:35,137
Friday we're doing, like,
about 3,400.
476
00:17:35,220 --> 00:17:36,930
- [stutters] Oh, okay.
So there's a big jump.
477
00:17:37,014 --> 00:17:38,015
- [laughs] Yeah.
478
00:17:38,098 --> 00:17:40,809
My store makes a lot
of money on Friday.
479
00:17:40,893 --> 00:17:42,352
So my bosses are happy,
480
00:17:42,436 --> 00:17:44,021
and our--and our owner is happy,
481
00:17:44,104 --> 00:17:47,316
but it's a little bit more
stress than it's worth.
482
00:17:47,399 --> 00:17:50,652
Staffing it is, I try to staff
as much as I can,
483
00:17:50,736 --> 00:17:52,821
but it's usually me
and a couple other people
484
00:17:52,905 --> 00:17:54,156
getting hammered.
- Wow.
485
00:17:54,239 --> 00:17:55,532
- It's hard on us.
486
00:17:55,616 --> 00:17:57,701
I've been here by myself
on a Friday before.
487
00:17:57,785 --> 00:18:00,120
One time particularly,
I--I did--
488
00:18:00,204 --> 00:18:01,455
I had to close the lobby.
489
00:18:01,538 --> 00:18:02,748
- What?
- You know, basically,
490
00:18:02,831 --> 00:18:07,503
there's no way one man can take
all these drive-through orders
491
00:18:07,586 --> 00:18:10,380
and the customers
coming inside.
492
00:18:10,464 --> 00:18:11,840
- Wow.
493
00:18:11,924 --> 00:18:15,803
I don't know whether Alvin is
getting the support he needs.
494
00:18:15,886 --> 00:18:19,515
We need to really have a word
why we are understaffed
495
00:18:19,598 --> 00:18:20,974
on $5 Friday.
496
00:18:21,058 --> 00:18:22,935
And we need to really dig in,
497
00:18:23,018 --> 00:18:25,521
whether it's a problem
with our franchisee
498
00:18:25,604 --> 00:18:27,481
or it's the problem
with our store manager.
499
00:18:27,564 --> 00:18:28,982
♪ ♪
500
00:18:29,066 --> 00:18:32,528
Wow, you guys work really hard
on $5 Friday.
501
00:18:32,611 --> 00:18:34,112
- Like, I work, you know,
hard, like you said.
502
00:18:34,196 --> 00:18:36,156
- Mm-hmm.
- And then I go home
503
00:18:36,240 --> 00:18:38,242
and start my most
important job of all,
504
00:18:38,325 --> 00:18:41,411
which is being a father
and a husband.
505
00:18:41,495 --> 00:18:44,206
I got, uh, like,
four little children at home.
506
00:18:44,289 --> 00:18:46,041
- Oh, my God.
You have four kids?
507
00:18:46,125 --> 00:18:48,001
You've been working
really hard, dude.
508
00:18:48,085 --> 00:18:49,211
[both laughing]
509
00:18:49,294 --> 00:18:52,923
Alvin is a hard-working
manager.
510
00:18:53,006 --> 00:18:55,509
He runs a busy,understaffed store,
511
00:18:55,592 --> 00:18:57,219
and he supports four kids.
512
00:18:57,302 --> 00:18:58,387
Oh, my God.
513
00:18:58,470 --> 00:19:00,347
That's a tough,
tough, tough life.
514
00:19:00,430 --> 00:19:02,766
- We are gonna prep mangos now.
- Got it.
515
00:19:02,850 --> 00:19:03,767
- Okay.
516
00:19:03,851 --> 00:19:04,476
- As soon as he finishes.
517
00:19:04,560 --> 00:19:06,770
Yeah, we got one shovel here.
518
00:19:06,854 --> 00:19:08,188
- Ooh, we only have one.
- Yeah.
519
00:19:08,272 --> 00:19:10,107
- Oh.
520
00:19:10,190 --> 00:19:12,192
So have you asked, uh,
your franchisee
521
00:19:12,276 --> 00:19:15,904
whether he can provide
more equipment?
522
00:19:15,988 --> 00:19:18,907
Because very frankly, when
I was working at the bar...
523
00:19:18,991 --> 00:19:20,242
- Yeah.
524
00:19:20,325 --> 00:19:22,244
- I also thought that we don't
have enough blender bowls.
525
00:19:22,327 --> 00:19:23,745
- Yeah.
Yeah, that's true.
526
00:19:23,829 --> 00:19:25,539
We only have four here.
- Really?
527
00:19:25,622 --> 00:19:28,792
- It's just,
the reality of my job is that,
528
00:19:28,876 --> 00:19:31,128
you know, I'm--in my position,
I have to wait
529
00:19:31,211 --> 00:19:33,422
on my franchisee to move.
- Oh, yeah, yeah.
530
00:19:33,505 --> 00:19:34,464
I totally understand,
531
00:19:34,548 --> 00:19:36,341
but I'm assuming
there gotta be a--
532
00:19:36,425 --> 00:19:38,886
like, a operational standard
where, like,
533
00:19:38,969 --> 00:19:41,638
you have to have minimum this
or whatever.
534
00:19:41,722 --> 00:19:42,472
- Yes.
- So it seems like--
535
00:19:42,556 --> 00:19:44,725
- We're operating
below standard.
536
00:19:44,808 --> 00:19:45,726
- Below standard.
- Yeah.
537
00:19:45,809 --> 00:19:48,562
- By only having four bowls...
- Right. Yeah.
538
00:19:48,645 --> 00:19:50,480
- It definitely slows down
the whole process.
539
00:19:50,564 --> 00:19:51,940
- Right, right, right, right.
540
00:19:52,024 --> 00:19:54,568
- We--we definitely have a lot
of room for improvement.
541
00:19:54,651 --> 00:19:56,111
- Okay.
542
00:19:56,194 --> 00:19:58,572
I am very disappointed.
543
00:19:58,655 --> 00:20:02,910
Clearly, that store needs
to address a lot of things.
544
00:20:02,993 --> 00:20:04,286
Cleanness,maintenance,
545
00:20:04,369 --> 00:20:05,287
and staffing problems.
546
00:20:05,370 --> 00:20:09,416
I am not proudof this facility.
547
00:20:09,499 --> 00:20:13,629
They are also laggingwith some of the equipment
548
00:20:13,712 --> 00:20:14,296
that they should have,
549
00:20:14,379 --> 00:20:17,299
and franchisees should be able
550
00:20:17,382 --> 00:20:19,760
to provide all those
necessary tools.
551
00:20:19,843 --> 00:20:21,053
♪ ♪
552
00:20:21,136 --> 00:20:22,971
- You did--you did fantastic.
- Thank you.
553
00:20:23,055 --> 00:20:24,473
- $5 Friday, too, man.
- All right, man.
554
00:20:24,556 --> 00:20:26,016
All right.
Thank you.
555
00:20:26,099 --> 00:20:27,476
[tense music]
556
00:20:27,559 --> 00:20:29,478
We need to really step in,
557
00:20:29,561 --> 00:20:32,439
and we need to have
a tough talk with franchisee
558
00:20:32,522 --> 00:20:35,484
because my responsibility
559
00:20:35,567 --> 00:20:37,653
is protectingthe entire brand.
560
00:20:37,736 --> 00:20:40,864
♪ ♪
561
00:20:42,908 --> 00:20:45,827
[upbeat music]
562
00:20:45,911 --> 00:20:52,960
♪ ♪
563
00:20:53,543 --> 00:20:56,046
Today, I'm actually going
to visit
564
00:20:56,129 --> 00:20:58,215
one of our manufacturing
supply partners.
565
00:20:58,298 --> 00:21:03,345
They manufacture mostof our key nutrition powders
566
00:21:03,428 --> 00:21:06,640
that goes into our smoothies.
567
00:21:06,723 --> 00:21:08,016
Going undercover,
568
00:21:08,100 --> 00:21:09,351
I'd like to find out
569
00:21:09,434 --> 00:21:12,354
what kind of team is working
behind the scene
570
00:21:12,437 --> 00:21:15,357
and making sure that the teamwill be able to keep up
571
00:21:15,440 --> 00:21:16,316
with Smoothie King'sexpansion.
572
00:21:16,400 --> 00:21:19,569
♪ ♪
573
00:21:19,653 --> 00:21:21,029
- Hi.
- Hello.
574
00:21:21,113 --> 00:21:21,530
- Hi. Nice to meet you.
- How do you do?
575
00:21:21,613 --> 00:21:22,489
- Good. How are you?
576
00:21:22,572 --> 00:21:24,366
My name is Itzia
577
00:21:24,449 --> 00:21:25,242
and I will
be showing you what we do.
578
00:21:25,325 --> 00:21:27,703
- Nice to meet you.
- Come along.
579
00:21:27,786 --> 00:21:29,037
♪ ♪
580
00:21:29,121 --> 00:21:31,873
- So right in here's gonna be
our production line.
581
00:21:31,957 --> 00:21:32,874
- Okay.
582
00:21:32,958 --> 00:21:33,917
- So what we're doing right now
583
00:21:34,001 --> 00:21:35,502
are Smoothie King
Gladiator Strawberry.
584
00:21:35,585 --> 00:21:37,629
Right here is gonna be
our jugs.
585
00:21:37,713 --> 00:21:39,715
- Uh-huh.
- They go down the filler,
586
00:21:39,798 --> 00:21:42,551
down to the scoop,
into our capper.
587
00:21:42,634 --> 00:21:45,512
It's gonna get sealed,
and it's gonna get packed.
588
00:21:45,595 --> 00:21:49,558
What I'm gonna show you
how to do is gonna be scoop.
589
00:21:49,641 --> 00:21:50,350
When you put the scoop inside,
590
00:21:50,434 --> 00:21:52,436
make sure it goes
all the way in.
591
00:21:52,519 --> 00:21:53,895
You don't want it sticking up,
592
00:21:53,979 --> 00:21:56,231
because then, the capper won't
put the cap on it.
593
00:21:56,314 --> 00:21:57,774
So if you do mess up,
594
00:21:57,858 --> 00:21:59,609
we have to stop the whole line.
595
00:21:59,693 --> 00:22:00,819
- Oh, my goodness.
596
00:22:00,902 --> 00:22:01,945
- You have to be focused...
- Okay.
597
00:22:02,029 --> 00:22:03,447
- That each jar will
have a scoop.
598
00:22:03,530 --> 00:22:04,865
So you grab that--
- Oh, my God.
599
00:22:04,948 --> 00:22:07,576
It's moving fast.
- You gotta put it facing down.
600
00:22:07,659 --> 00:22:08,535
- Whoa, whoa.
Whoo!
601
00:22:08,618 --> 00:22:11,747
When she told me
what I need to do,
602
00:22:11,830 --> 00:22:16,376
oh, I was thinking,
"That's a really easy job."
603
00:22:16,460 --> 00:22:19,087
Wow. It's moving really fast!
604
00:22:19,171 --> 00:22:21,298
[quirky music]
605
00:22:21,381 --> 00:22:22,966
Okay.
606
00:22:23,050 --> 00:22:24,092
Ah, I missed it!
607
00:22:24,176 --> 00:22:25,427
And I'm like,
"Dude, it's hard!"
608
00:22:25,510 --> 00:22:28,930
It's a lot harder
than I thought.
609
00:22:29,014 --> 00:22:32,142
Oh!
I made a mistake.
610
00:22:32,225 --> 00:22:34,978
Sorry, sorry.
Oh, my God.
611
00:22:35,062 --> 00:22:35,562
I made a few mistakes.
612
00:22:35,645 --> 00:22:37,939
Holy cow!
613
00:22:38,023 --> 00:22:40,067
I screwed up so many times.
614
00:22:40,150 --> 00:22:42,944
I was thinking,"This is not happening.
615
00:22:43,028 --> 00:22:43,737
"You can do this.
616
00:22:43,820 --> 00:22:47,657
Put the damn scoop
into the top!"
617
00:22:47,741 --> 00:22:49,910
Oh, my God!
618
00:22:49,993 --> 00:22:51,203
It's really hard.
619
00:22:51,286 --> 00:22:53,246
- Hey, that was only
five minutes. [laughs]
620
00:22:53,330 --> 00:22:55,332
You have two hours.
- Wow!
621
00:22:55,415 --> 00:22:57,334
Okay.
622
00:22:57,417 --> 00:22:58,418
Whoa!
623
00:22:58,502 --> 00:23:00,754
That was my fault.
What happened?
624
00:23:00,837 --> 00:23:02,756
What's happening?
625
00:23:02,839 --> 00:23:05,842
Oh, hold on.
Hold on.
626
00:23:05,926 --> 00:23:07,219
Yeah, I couldn't keep it up.
627
00:23:07,302 --> 00:23:11,139
I was sweating,
and I was thinking,
628
00:23:11,223 --> 00:23:12,974
"Song, you cannot panic."
629
00:23:13,058 --> 00:23:14,142
I'm not panicking!
630
00:23:14,226 --> 00:23:15,519
Oh, my God.
631
00:23:15,602 --> 00:23:17,270
- Stop the line.
[bell rings]
632
00:23:17,354 --> 00:23:19,648
- Oh, I missed some!
633
00:23:19,731 --> 00:23:23,652
I'm thinking, "Open the top
and there is no scoop in it?
634
00:23:23,735 --> 00:23:26,363
I will never complain
about it."
635
00:23:35,705 --> 00:23:37,958
- Hold on, hold on!
636
00:23:38,041 --> 00:23:39,334
I'm undercover
637
00:23:39,417 --> 00:23:40,502
at one of Smoothie King'ssuppliers,
638
00:23:40,585 --> 00:23:41,503
and it's not going well.
639
00:23:41,586 --> 00:23:42,504
Ah!
640
00:23:42,587 --> 00:23:45,340
Putting the scoop
into the top,
641
00:23:45,423 --> 00:23:47,509
I really thought that itwas very easy task...
642
00:23:47,592 --> 00:23:48,969
Ah, I missed it!
643
00:23:49,052 --> 00:23:49,845
But I screwed up.
644
00:23:49,928 --> 00:23:52,389
- Stop the line.
- Oh, I missed some.
645
00:23:52,472 --> 00:23:53,723
[production bell ringing]
- Can we just stop?
646
00:23:53,807 --> 00:23:56,226
- I had to stopthe whole line.
647
00:23:56,309 --> 00:23:58,520
I felt like I'm letting
the whole team down
648
00:23:58,603 --> 00:24:02,983
because of the easy task
that I couldn't perform.
649
00:24:03,066 --> 00:24:06,278
Oh, my God!
[laughs]
650
00:24:06,361 --> 00:24:08,613
[crying comically]
651
00:24:08,697 --> 00:24:09,865
All right.
652
00:24:09,948 --> 00:24:11,867
But you've been making this
for a long time, then?
653
00:24:11,950 --> 00:24:14,369
- Yes, and I started
as a regular employee...
654
00:24:14,452 --> 00:24:15,370
- Okay.
- And became a lead.
655
00:24:15,453 --> 00:24:16,830
And now I'm a line support.
656
00:24:16,913 --> 00:24:18,331
- What time do you
normally come in?
657
00:24:18,415 --> 00:24:19,708
- Um, I come in at 6:00.
658
00:24:19,791 --> 00:24:20,458
- So what time do you wake up,
then?
659
00:24:20,542 --> 00:24:22,752
- I wake up at 4:00.
- Okay.
660
00:24:22,836 --> 00:24:24,546
- I gotta drop off
my baby and stuff.
661
00:24:24,629 --> 00:24:26,548
- How many kids do you have?
- I have two kids.
662
00:24:26,631 --> 00:24:27,507
- Oh, my God!
- Yeah.
663
00:24:27,591 --> 00:24:30,051
Itzia works really hard.
664
00:24:30,135 --> 00:24:31,928
She wakes up at 4:00,
665
00:24:32,012 --> 00:24:33,388
taking care of two kids,
666
00:24:33,471 --> 00:24:34,890
and also at the same time,
667
00:24:34,973 --> 00:24:37,726
she is great line leader.
668
00:24:37,809 --> 00:24:41,104
So what motivates you?
Driving you?
669
00:24:41,188 --> 00:24:43,064
- I would love to grow
in the company I'm in now.
670
00:24:43,148 --> 00:24:44,274
- Okay.
- It's a great company.
671
00:24:44,357 --> 00:24:45,275
- So you do like
this company a lot.
672
00:24:45,358 --> 00:24:46,401
- Yeah, yeah, I do.
Yeah.
673
00:24:46,484 --> 00:24:49,905
Yeah, I do see myself being
a supervisor or a manager
674
00:24:49,988 --> 00:24:51,406
one day in this company.
675
00:24:51,489 --> 00:24:52,449
- So where are you from?
676
00:24:52,532 --> 00:24:53,909
- I'm from Mexico.
- Okay.
677
00:24:53,992 --> 00:24:55,577
- Originally born in Mexico.
678
00:24:55,660 --> 00:24:57,412
- Okay.
- I'm a Dreamer.
679
00:24:57,495 --> 00:24:58,413
- Okay.
680
00:24:58,496 --> 00:24:59,247
- Do you know what
a Dreamer is?
681
00:24:59,331 --> 00:25:00,749
- Uh, not--yes and no.
- Not really?
682
00:25:00,832 --> 00:25:01,875
- Yes.
- A little bit? Okay.
683
00:25:01,958 --> 00:25:04,085
So when Barak Obama
became President...
684
00:25:04,169 --> 00:25:05,420
- Okay.
685
00:25:05,503 --> 00:25:09,257
- Um, he did a law to kids
that were not born here
686
00:25:09,341 --> 00:25:11,760
but been raised here
since they were really young
687
00:25:11,843 --> 00:25:13,803
to have the opportunity
to work...
688
00:25:13,887 --> 00:25:15,388
- Oh, that's what it means.
- Legally.
689
00:25:15,472 --> 00:25:17,599
Yes. And I'm Mexican.
- Oh. And when did you come in?
690
00:25:17,682 --> 00:25:19,601
- I came here when I
was five years old.
691
00:25:19,684 --> 00:25:22,103
- So how often do you go back?
692
00:25:22,187 --> 00:25:24,481
- I can't go back because--
- Oh, you can't?
693
00:25:24,564 --> 00:25:26,942
- Yeah, because I'm just on
a work permit, yes.
694
00:25:27,025 --> 00:25:28,109
- Oh!
- Yeah. So it's been hard.
695
00:25:28,193 --> 00:25:29,402
So it doesn't allow
you to go back?
696
00:25:29,486 --> 00:25:30,820
- Mm-mm.
- Oh, I didn't know that.
697
00:25:30,904 --> 00:25:32,572
- Yeah, it's been--yeah, yeah.
698
00:25:32,656 --> 00:25:34,115
- When I moved here,
699
00:25:34,199 --> 00:25:38,078
I always had option to go back
to my country at any time.
700
00:25:38,161 --> 00:25:40,413
If I couldn't go back,you know,
701
00:25:40,497 --> 00:25:42,791
not seeing my family,not seeing my friends,
702
00:25:42,874 --> 00:25:45,168
that's really tough.
703
00:25:45,252 --> 00:25:46,503
- [voice breaking] Not beingable to go back to my country
704
00:25:46,586 --> 00:25:48,838
and, you know,
705
00:25:48,922 --> 00:25:52,133
my daughter always wants me
to take her,
706
00:25:52,217 --> 00:25:54,344
you know, like, to--
back to Mexico.
707
00:25:54,427 --> 00:25:55,845
And it's really tough
708
00:25:55,929 --> 00:25:57,639
to be, you know,an immigrant.
709
00:25:57,722 --> 00:25:58,848
It's just different.
710
00:25:58,932 --> 00:25:59,683
People look at you
different sometimes,
711
00:25:59,766 --> 00:26:01,768
and it's hard.
712
00:26:01,851 --> 00:26:03,144
- What about your husband,
then?
713
00:26:03,228 --> 00:26:05,605
- Um, my husband,
he's a U.S. citizen.
714
00:26:05,689 --> 00:26:07,857
- Okay.
- And we actually--
715
00:26:07,941 --> 00:26:09,442
when we got married...
- Uh-huh.
716
00:26:09,526 --> 00:26:12,654
- A year after that,
we filed for, uh, wife status.
717
00:26:12,737 --> 00:26:14,990
- Oh, so you
are waiting for it?
718
00:26:15,073 --> 00:26:16,324
- Yes, yes.
- Oh, okay.
719
00:26:16,408 --> 00:26:17,993
That'd be really exciting,
if you can get that.
720
00:26:18,076 --> 00:26:19,119
- And--yeah, definitely.
721
00:26:19,202 --> 00:26:20,120
You know, hopefully,
722
00:26:20,203 --> 00:26:21,121
maybe next year I can save up
723
00:26:21,204 --> 00:26:23,456
and we can take a family
vacation to my country.
724
00:26:23,540 --> 00:26:25,500
- That'd be really great.
- Yeah.
725
00:26:25,583 --> 00:26:28,003
- Where are your parents?
- My parents, they live here.
726
00:26:28,086 --> 00:26:29,045
- They live here?
- Yeah.
727
00:26:29,129 --> 00:26:31,339
Would you like
to come meet my family?
728
00:26:31,423 --> 00:26:33,300
- Yeah.
Ooh, your son and daughter?
729
00:26:33,383 --> 00:26:34,634
- If you wanna come--yeah.
- Okay.
730
00:26:34,718 --> 00:26:37,721
Going undercover
and doing this job,
731
00:26:37,804 --> 00:26:41,349
it really gives me
different perspective.
732
00:26:41,433 --> 00:26:42,684
♪ ♪
733
00:26:42,767 --> 00:26:46,021
It makes me realizehow important everyone is
734
00:26:46,104 --> 00:26:49,024
on the product line,
and at the same time,
735
00:26:49,107 --> 00:26:50,900
you just don't think that way
736
00:26:50,984 --> 00:26:52,652
when you are sitting
at the desk in Dallas.
737
00:26:52,736 --> 00:26:55,905
- Here's the baby.
- This is Diani.
738
00:26:55,989 --> 00:26:57,157
- Diani.
- The baby.
739
00:26:57,240 --> 00:26:59,534
Hi.
High five.
740
00:26:59,617 --> 00:27:01,244
- Yeah!
- Good boy.
741
00:27:01,328 --> 00:27:03,330
- Which part of the Mexico
are you from?
742
00:27:03,413 --> 00:27:05,373
- I'm from Michoacán.
- Okay, I--
743
00:27:05,457 --> 00:27:07,042
I'm not really familiar with--
- Yeah.
744
00:27:07,125 --> 00:27:08,335
I do have an aunt out there.
745
00:27:08,418 --> 00:27:10,503
- Do you wanna go and see them?
Meet them?
746
00:27:10,587 --> 00:27:10,962
- Mm-hmm.
- Okay.
747
00:27:11,046 --> 00:27:13,381
[stirring music]
748
00:27:13,465 --> 00:27:14,716
How long have you guys
lived here?
749
00:27:14,799 --> 00:27:15,717
- Five years.
- Six.
750
00:27:15,800 --> 00:27:16,885
- Five years.
- Yes.
751
00:27:16,968 --> 00:27:17,886
- Almost six years.
- Almost six, yes.
752
00:27:17,969 --> 00:27:19,012
- Oh, six years.
- Yeah.
753
00:27:19,095 --> 00:27:21,514
But we do plan
on buying a house.
754
00:27:21,598 --> 00:27:23,016
Maybe looking into it
next year.
755
00:27:23,099 --> 00:27:23,808
- Oh! That's nice.
- I just have to,
756
00:27:23,892 --> 00:27:27,187
you know,
get my situation settled
757
00:27:27,270 --> 00:27:28,229
with my petition.
- Right, right.
758
00:27:28,313 --> 00:27:29,689
- And thank God,
it's been approved
759
00:27:29,773 --> 00:27:33,360
so now we can move on
and get in a house.
760
00:27:33,443 --> 00:27:36,112
You always wanna work
for something better.
761
00:27:36,196 --> 00:27:37,697
- Uh-huh.
762
00:27:37,781 --> 00:27:40,742
Itzia, thank you so much
for everything today.
763
00:27:40,825 --> 00:27:43,536
And, really, meeting
your lovely family,
764
00:27:43,620 --> 00:27:45,246
Everything was wonderful.
765
00:27:45,330 --> 00:27:46,664
- Thank you.
- Thank you so much.
766
00:27:46,748 --> 00:27:47,791
Let me just tell you one thing.
767
00:27:47,874 --> 00:27:53,797
Uh, you know, people's lives
are, at the end, all same.
768
00:27:53,880 --> 00:27:56,549
I could see these peopleare trying
769
00:27:56,633 --> 00:27:58,093
to make their lives better
770
00:27:58,176 --> 00:28:00,095
because they care
about their family.
771
00:28:00,178 --> 00:28:02,430
They love each other.
772
00:28:02,514 --> 00:28:05,600
I was just fortunateto be at their home,
773
00:28:05,683 --> 00:28:07,727
and we are luckyto have Itzia
774
00:28:07,811 --> 00:28:09,437
on the Smoothie King team.
775
00:28:09,521 --> 00:28:11,648
[dramatic music]
776
00:28:13,233 --> 00:28:15,276
[cell phone chiming]
777
00:28:15,360 --> 00:28:18,279
[upbeat music]
778
00:28:18,363 --> 00:28:25,370
♪ ♪
779
00:28:28,039 --> 00:28:30,458
This is very early start,
780
00:28:30,542 --> 00:28:33,920
and we are gonna get to the
store before the store opens.
781
00:28:34,003 --> 00:28:38,299
Today I'm gonna meet Jessica,store manager,
782
00:28:38,383 --> 00:28:42,387
who runs one of the top fivestores in our entire company.
783
00:28:42,470 --> 00:28:46,141
And much of its success is deto local store marketing,
784
00:28:46,224 --> 00:28:48,893
such as giving awayfree smoothies.
785
00:28:48,977 --> 00:28:49,769
By going undercover,
786
00:28:49,853 --> 00:28:53,148
I want to find out
how it works.
787
00:28:53,231 --> 00:28:55,608
♪ ♪
788
00:28:55,692 --> 00:28:58,027
- Hi.
- Hello.
789
00:28:58,111 --> 00:28:59,446
- I'm Jessica.
790
00:28:59,529 --> 00:29:00,572
both: Nice to meet you.
- Song Li.
791
00:29:00,655 --> 00:29:01,865
- So I hear you wanna come
and see what I do all day
792
00:29:01,948 --> 00:29:04,117
in the day shift.
- Yes, exactly.
793
00:29:04,200 --> 00:29:06,411
- And, uh, we're gonna
make some smoothies
794
00:29:06,494 --> 00:29:07,662
so you can get started,
but first,
795
00:29:07,745 --> 00:29:08,538
we have to put you in uniform.
- All right.
796
00:29:08,621 --> 00:29:10,039
- So let me get you a shirt.
- Awesome.
797
00:29:10,123 --> 00:29:11,332
- Awesome.
- All right.
798
00:29:11,416 --> 00:29:12,667
- When Song walked in, uh,
799
00:29:12,750 --> 00:29:13,251
he had a little mustache
800
00:29:13,334 --> 00:29:15,170
with the long hair.
801
00:29:15,253 --> 00:29:17,464
He looked like
a little rock star. [laughs]
802
00:29:17,547 --> 00:29:19,007
- So what are we doing today?
803
00:29:19,090 --> 00:29:20,508
- So today
we're gonna be preparing
804
00:29:20,592 --> 00:29:21,092
a small portion of smoothies,
805
00:29:21,176 --> 00:29:21,968
which would be about 100
806
00:29:22,051 --> 00:29:24,554
for a promotion
that we're doing later.
807
00:29:24,637 --> 00:29:26,014
- Ooh, that's a lot
of smoothies.
808
00:29:26,097 --> 00:29:28,475
- We normally do, like,
500 to 600.
809
00:29:28,558 --> 00:29:30,643
So it's pretty small.
- Whoa!
810
00:29:30,727 --> 00:29:31,436
- So we gonna try
to get that started
811
00:29:31,519 --> 00:29:33,188
and get that out the way.
- Okay.
812
00:29:33,271 --> 00:29:33,813
- Do you have any questions
so far?
813
00:29:33,897 --> 00:29:36,065
- No!
Make me work!
814
00:29:36,149 --> 00:29:37,525
I'm ready.
- All right. Ready to work.
815
00:29:37,609 --> 00:29:38,526
both: All right.
816
00:29:38,610 --> 00:29:39,736
So the Caribbean Way
is pretty much
817
00:29:39,819 --> 00:29:41,988
strawberry, banana,
with a little papaya juice.
818
00:29:42,071 --> 00:29:44,699
So we gonna do four blue ladles
of strawberries.
819
00:29:44,782 --> 00:29:46,326
- Okay.
820
00:29:46,409 --> 00:29:48,036
Ooh, you're fast.
821
00:29:48,119 --> 00:29:49,204
- Kinda quick with it.
822
00:29:49,287 --> 00:29:50,955
[machines whirring]
823
00:29:51,039 --> 00:29:53,541
Grab you a lid that's right
in front of you.
824
00:29:53,625 --> 00:29:55,001
- Okay.
825
00:29:55,084 --> 00:29:56,377
- You're gonna press
setting three.
826
00:29:56,461 --> 00:29:57,545
Close your lid
and press setting three.
827
00:29:57,629 --> 00:29:59,214
- Three.
[machine churning]
828
00:29:59,297 --> 00:30:01,549
So how long have you been
with Smoothie King?
829
00:30:01,633 --> 00:30:03,343
- Six years.
- Six years!
830
00:30:03,426 --> 00:30:04,344
- Yeah.
- That's awesome!
831
00:30:04,427 --> 00:30:05,887
- I don't even consider it
as a job.
832
00:30:05,970 --> 00:30:06,888
- Wow.
833
00:30:06,971 --> 00:30:07,889
- Like, it's like
my second home.
834
00:30:07,972 --> 00:30:09,516
- That's great.
835
00:30:09,599 --> 00:30:12,060
How often do you get
this kind of catering?
836
00:30:12,143 --> 00:30:13,561
Like, do you get this often?
- We do it--
837
00:30:13,645 --> 00:30:14,938
yeah, throughout the week.
- Throughout the week?
838
00:30:15,021 --> 00:30:16,272
- Yes.
- Wow.
839
00:30:16,356 --> 00:30:17,732
- So that sounds like
a really good business
840
00:30:17,815 --> 00:30:18,650
- Yes.
841
00:30:18,733 --> 00:30:20,235
- But what time do you have
to come in?
842
00:30:20,318 --> 00:30:21,903
- Sometimes we have to come in
at 5:00 a.m.
843
00:30:21,986 --> 00:30:23,238
- Oh, my goodness!
- Yeah.
844
00:30:23,321 --> 00:30:25,406
Now we can go to the back
and finish topping off
845
00:30:25,490 --> 00:30:27,450
the ones we have.
846
00:30:27,534 --> 00:30:28,451
- Ooh.
[beeping]
847
00:30:28,535 --> 00:30:31,079
Sometimes you have to come in
really early?
848
00:30:31,162 --> 00:30:32,247
- Yes.
- 5:00 a.m.?
849
00:30:32,330 --> 00:30:33,957
- Yes.
- Why do we have to do that?
850
00:30:34,040 --> 00:30:36,918
- So we can be ready
for when we open the store
851
00:30:37,001 --> 00:30:39,629
for regular hours
for our regular customers.
852
00:30:39,712 --> 00:30:41,214
- Do you mind wake up--
waking up early?
853
00:30:41,297 --> 00:30:42,549
- I don't mind.
Sometimes.
854
00:30:42,632 --> 00:30:43,967
But, like, now with
me having my one-year-old son--
855
00:30:44,050 --> 00:30:46,594
- You have a son?
- Yes, I have a son.
856
00:30:46,678 --> 00:30:48,596
- Oh, you look like a baby.
- And--but I--
857
00:30:48,680 --> 00:30:49,931
[both laughing]
858
00:30:50,014 --> 00:30:50,932
- How do you manage your life
859
00:30:51,015 --> 00:30:53,935
when sometimes you have
to come in early?
860
00:30:54,018 --> 00:30:54,978
- Okay, so his dad,
my fiancé,
861
00:30:55,061 --> 00:30:57,438
he works overnight.
862
00:30:57,522 --> 00:31:00,400
He work, like, sometimes 6:00
to 7:00 a.m. in the morning...
863
00:31:00,483 --> 00:31:01,943
- Wow.
- And once I have, like--
864
00:31:02,026 --> 00:31:02,902
he'll be coming home,
865
00:31:02,986 --> 00:31:04,904
and I'll be
just leaving out the door.
866
00:31:04,988 --> 00:31:07,240
It--it do get hard sometimes
'cause he can't sleep.
867
00:31:07,323 --> 00:31:08,449
- Wow.
- Yeah.
868
00:31:08,533 --> 00:31:10,618
- That sounds like
a really hard life.
869
00:31:10,702 --> 00:31:13,162
So do you have a plan
to get married or--
870
00:31:13,246 --> 00:31:14,122
- Yeah, I plan after school.
871
00:31:14,205 --> 00:31:17,041
We're not financially stable
to have a wedding
872
00:31:17,125 --> 00:31:20,086
like I w--like I would love to
'cause I'm a full-time student.
873
00:31:20,169 --> 00:31:22,297
- Oh, you are?
- Yeah.
874
00:31:22,380 --> 00:31:24,632
I'm going for business 'cause
I wanna own my own business.
875
00:31:24,716 --> 00:31:25,967
- That's awesome.
- And I also wanna go far
876
00:31:26,050 --> 00:31:26,968
in the brand, so...
877
00:31:27,051 --> 00:31:28,094
- So you are studying
full time...
878
00:31:28,177 --> 00:31:29,929
- Yes.
879
00:31:30,013 --> 00:31:31,347
- And this is your
full-time job.
880
00:31:31,431 --> 00:31:33,474
- Full-time job, yes.
- And you have one-year-old.
881
00:31:33,558 --> 00:31:35,310
- Yes, yes.
- [gasps]
882
00:31:35,393 --> 00:31:37,145
That's a lot.
- Yeah.
883
00:31:37,228 --> 00:31:39,355
But I make it happen,
you know?
884
00:31:39,439 --> 00:31:40,106
- Wow.
- [laughs]
885
00:31:40,189 --> 00:31:42,191
♪ ♪
886
00:31:42,275 --> 00:31:45,153
- So, uh, when you hand out
these smoothies,
887
00:31:45,236 --> 00:31:46,988
what should be my expectation?
888
00:31:47,071 --> 00:31:49,490
- It brings more people
to the brand.
889
00:31:49,574 --> 00:31:51,367
Like, some--like, if someone
doesn't know anything
890
00:31:51,451 --> 00:31:52,827
about Smoothie King...
- Okay.
891
00:31:52,910 --> 00:31:54,829
- Once they have a good taste
of a fresh smoothie,
892
00:31:54,912 --> 00:31:57,123
they--we can maybe draw
some new customers in.
893
00:31:57,206 --> 00:32:00,460
- How do you know that, uh,
people are really, uh,
894
00:32:00,543 --> 00:32:03,338
coming to the store
after the sampling?
895
00:32:03,421 --> 00:32:05,173
- Because they'll tell us.
Like, "Hey, you guys"--
896
00:32:05,256 --> 00:32:06,716
- Oh!
897
00:32:06,799 --> 00:32:07,967
- "You guys came out
to the event that we had."
898
00:32:08,051 --> 00:32:09,177
- Right, right.
899
00:32:09,260 --> 00:32:10,511
- All right.
So we done.
900
00:32:10,595 --> 00:32:12,013
So let's get this all loaded up
in the van.
901
00:32:12,096 --> 00:32:13,014
You ready to go?
- Awesome.
902
00:32:13,097 --> 00:32:14,098
Yes, let's go.
- All right.
903
00:32:14,182 --> 00:32:15,808
All right.
- Pretty simple, this.
904
00:32:15,892 --> 00:32:16,809
Here we go.
905
00:32:16,893 --> 00:32:18,728
[upbeat music]
906
00:32:18,811 --> 00:32:20,813
Okay.
907
00:32:20,897 --> 00:32:24,484
Jessica has brought meto a local flag football gam.
908
00:32:24,567 --> 00:32:27,195
[indistinct shouting]
909
00:32:27,278 --> 00:32:28,529
[whistle blows]
910
00:32:28,613 --> 00:32:29,822
both: Hey, guys.
911
00:32:29,906 --> 00:32:30,740
- Hey, would you all like
a free smoothie today?
912
00:32:30,823 --> 00:32:32,075
- Would you like to try
a free smoothie?
913
00:32:32,158 --> 00:32:33,576
- Appreciate it. Appreciate it.
- All right.
914
00:32:33,660 --> 00:32:35,203
- Hey, would you all like
a free smoothie today?
915
00:32:35,286 --> 00:32:36,037
- What do you think?
- They're good.
916
00:32:36,120 --> 00:32:38,164
I like them.
- It's good?
917
00:32:38,247 --> 00:32:39,916
- It's awesome. We love it.
- It's awesome?
918
00:32:39,999 --> 00:32:42,877
- Is there anybody who's coming
and visiting Smoothie King?
919
00:32:42,960 --> 00:32:44,003
- Like--
- He come often.
920
00:32:44,087 --> 00:32:45,338
- Every Friday?
- That's the Hulk Man.
921
00:32:45,421 --> 00:32:46,756
- We get a Hulk every Friday.
- Oh!
922
00:32:46,839 --> 00:32:48,174
- Yeah, the Hulk. No joke.
- Oh, that's a good one.
923
00:32:48,257 --> 00:32:50,259
- Yeah, that's a good one.
- All right, awesome.
924
00:32:50,343 --> 00:32:51,469
- But come and see us
more often.
925
00:32:51,552 --> 00:32:53,054
- Yes, come and see more often.
- Definitely. Definitely.
926
00:32:53,137 --> 00:32:57,016
- All right, now you guys--
you guys are going to fly here,
927
00:32:57,100 --> 00:32:58,017
you know, because you guys
had the fuel.
928
00:32:58,101 --> 00:33:00,061
- Yeah.
- All right, thank you.
929
00:33:00,144 --> 00:33:01,312
- All right,
thank you, guys.
930
00:33:01,396 --> 00:33:02,689
- All right,
thank you.
931
00:33:02,772 --> 00:33:03,147
[indistinct shouting]
932
00:33:03,231 --> 00:33:05,149
[whistle blows]
933
00:33:05,233 --> 00:33:06,526
Jessica?
- Yes.
934
00:33:06,609 --> 00:33:08,111
- Thank you so much.
I learned a lot.
935
00:33:08,194 --> 00:33:10,071
- Thank you so much.
- And it's all because of you.
936
00:33:10,154 --> 00:33:11,114
- Thank you.
- All right.
937
00:33:11,197 --> 00:33:12,240
- All right, thank you.
938
00:33:12,323 --> 00:33:14,409
- I think thesepromotions work.
939
00:33:14,492 --> 00:33:15,743
I'm going to look into
940
00:33:15,827 --> 00:33:17,078
a company-widepromotions program.
941
00:33:17,161 --> 00:33:20,289
I woke up at 4:00this morning.
942
00:33:20,373 --> 00:33:24,210
I probably worked
about 16 hours,
943
00:33:24,293 --> 00:33:26,963
and I can't believe I forgot
944
00:33:27,046 --> 00:33:30,425
how hard people work
at the store.
945
00:33:30,508 --> 00:33:33,302
Jessica is so passionateabout the brand.
946
00:33:33,386 --> 00:33:37,932
I am really fortunate CEO
to have these team members.
947
00:33:38,015 --> 00:33:40,101
[warm music]
948
00:33:42,311 --> 00:33:44,063
[dramatic music]
949
00:33:44,147 --> 00:33:46,149
Going undercover,
950
00:33:46,232 --> 00:33:48,109
it's reallya humbling experience.
951
00:33:48,192 --> 00:33:51,112
You really do discovera lot of things
952
00:33:51,195 --> 00:33:54,198
that you don't really seeas CEO.
953
00:33:54,282 --> 00:33:58,244
I really wanna get back to work
954
00:33:58,327 --> 00:34:00,705
because that's howI can improve things.
955
00:34:02,874 --> 00:34:05,126
[suspenseful music]
956
00:34:05,209 --> 00:34:07,253
♪ ♪
957
00:34:07,336 --> 00:34:08,254
I am so excited to see
958
00:34:08,337 --> 00:34:11,549
the people I have workedwith undercover.
959
00:34:11,632 --> 00:34:13,342
- What do you think
is gonna happen today?
960
00:34:13,426 --> 00:34:15,595
- I have no idea
what's gonna happen today.
961
00:34:15,678 --> 00:34:18,181
- The team members I have metwill be told
962
00:34:18,264 --> 00:34:20,308
they are meeting hereto help us
963
00:34:20,391 --> 00:34:22,143
with some researchfor my second career.
964
00:34:22,226 --> 00:34:26,522
They have no idea thatit's "Undercover Boss."
965
00:34:26,606 --> 00:34:33,654
♪ ♪
966
00:34:38,242 --> 00:34:40,244
[quirky music]
967
00:34:40,328 --> 00:34:42,330
- Hi.
- Do you recognize me?
968
00:34:42,413 --> 00:34:45,041
- [laughs]
I do recognize you.
969
00:34:45,124 --> 00:34:48,169
- Skyler.
- Wan Kim.
970
00:34:48,252 --> 00:34:51,881
- I am the CEO
of Smoothie King.
971
00:34:51,964 --> 00:34:52,799
- No way!
972
00:34:52,882 --> 00:34:55,176
- You're on "Undercover Boss."
- [crying]
973
00:34:55,259 --> 00:34:56,469
- [laughing]
974
00:34:56,552 --> 00:34:57,386
announcer: Coming up,
975
00:34:57,470 --> 00:35:00,181
the boss deliverslife-changing news.
976
00:35:00,264 --> 00:35:03,059
- I mean,
you just are amazing.
977
00:35:03,142 --> 00:35:04,393
- [crying] Thank you.
978
00:35:13,236 --> 00:35:15,863
- Avery.
- Yes?
979
00:35:15,947 --> 00:35:17,031
- First of all,
980
00:35:17,114 --> 00:35:19,867
I don't think I was very happy
at your store.
981
00:35:19,951 --> 00:35:21,202
- Okay.
982
00:35:21,285 --> 00:35:24,872
- Uh, your store have a lot of,
uh, maintenance issues,
983
00:35:24,956 --> 00:35:27,416
and it really need to,
uh, be upgraded.
984
00:35:27,500 --> 00:35:28,543
- Okay.
985
00:35:30,169 --> 00:35:33,506
I can't spend, uh,
the money to fix, like,
986
00:35:33,589 --> 00:35:35,132
the stuff in my store.
987
00:35:35,216 --> 00:35:37,343
- I don't believe
it's your fault.
988
00:35:37,426 --> 00:35:38,553
[stirring music]
989
00:35:38,636 --> 00:35:41,722
Our vice president
of operations
990
00:35:41,806 --> 00:35:44,725
actually met your
franchisee yesterday.
991
00:35:44,809 --> 00:35:45,726
- Okay.
992
00:35:45,810 --> 00:35:47,562
- Uh, we actually
gave him 30 days
993
00:35:47,645 --> 00:35:49,397
to address all the issues
994
00:35:49,480 --> 00:35:53,234
because the store is not
meeting our brand standard.
995
00:35:53,317 --> 00:35:54,193
- I appreciate that.
996
00:35:54,277 --> 00:35:56,904
Appreciate you putting
the fire to him.
997
00:35:56,988 --> 00:35:58,698
- [laughing]
998
00:35:58,781 --> 00:36:01,409
All right.
So let's talk about you.
999
00:36:01,492 --> 00:36:04,203
I really think you're
awesome manager,
1000
00:36:04,287 --> 00:36:06,581
so I wanna help you.
1001
00:36:06,664 --> 00:36:10,209
We all do want our children,
our kids,
1002
00:36:10,293 --> 00:36:12,170
to have better lives than ours.
1003
00:36:12,253 --> 00:36:13,546
- Yeah, that's what
it's all about.
1004
00:36:13,629 --> 00:36:15,923
- So I'm gonna actually set up
a college fund
1005
00:36:16,007 --> 00:36:17,717
for each of your four kids.
1006
00:36:17,800 --> 00:36:19,427
$10,000 each.
1007
00:36:19,510 --> 00:36:21,971
That's $40,000.
1008
00:36:22,054 --> 00:36:23,389
- For my kids?
- Mm-hmm.
1009
00:36:23,472 --> 00:36:26,475
I want your kids
to really have a better life.
1010
00:36:26,559 --> 00:36:27,768
- [sniffling]
1011
00:36:27,852 --> 00:36:29,395
[dramatic music]
1012
00:36:29,478 --> 00:36:31,397
Oh, man.
1013
00:36:31,480 --> 00:36:34,233
Oh, man.
1014
00:36:34,317 --> 00:36:36,360
[sniffles]
Yeah, I appreciate it, man.
1015
00:36:36,444 --> 00:36:39,405
Oh, I love my kids so much.
1016
00:36:39,488 --> 00:36:41,282
♪ ♪
1017
00:36:41,365 --> 00:36:44,577
And it's like,
all I do is try to secure--
1018
00:36:44,660 --> 00:36:46,162
secure their future, you know?
1019
00:36:46,245 --> 00:36:47,246
- Right.
- [sniffles] Yeah.
1020
00:36:47,330 --> 00:36:49,290
Man.
1021
00:36:49,373 --> 00:36:51,292
[indistinct]
1022
00:36:51,375 --> 00:36:53,044
My kids are everything to me.
1023
00:36:53,127 --> 00:36:54,295
Their future is secure.
1024
00:36:54,378 --> 00:36:56,547
I'm just so overwhelmed.
1025
00:36:56,631 --> 00:36:57,214
Um, it's a great thing.
1026
00:36:57,298 --> 00:36:59,592
♪ ♪
1027
00:36:59,675 --> 00:37:02,261
- Hi, Jessica.
- [laughing]
1028
00:37:02,345 --> 00:37:03,804
[sniffles]
1029
00:37:03,888 --> 00:37:06,307
- So I will just tell you...
- Mm-hmm.
1030
00:37:06,390 --> 00:37:08,643
- I mean,
you just are amazing.
1031
00:37:08,726 --> 00:37:10,102
- Thank you.
1032
00:37:10,186 --> 00:37:11,771
- I mean,
the day that I started,
1033
00:37:11,854 --> 00:37:14,148
we made a lot of smoothies.
- Yes.
1034
00:37:14,231 --> 00:37:16,359
- When I really worked
with you on that day,
1035
00:37:16,442 --> 00:37:17,318
I learned a lot about you,
1036
00:37:17,401 --> 00:37:20,363
how busy your day can be,
1037
00:37:20,446 --> 00:37:22,156
with having one-year-old boy.
1038
00:37:22,239 --> 00:37:22,949
- Yes.
1039
00:37:23,032 --> 00:37:24,825
Full-time student
and full-time--
1040
00:37:24,909 --> 00:37:25,993
- And the full-time student.
1041
00:37:26,077 --> 00:37:28,329
- And I also work
full time as well.
1042
00:37:28,412 --> 00:37:30,706
It gets hard sometimes.
- Mm-hmm, it gets hard.
1043
00:37:30,790 --> 00:37:34,502
♪ ♪
1044
00:37:34,585 --> 00:37:36,337
So right now you
are studying business.
1045
00:37:36,420 --> 00:37:37,505
- Yes.
1046
00:37:37,588 --> 00:37:42,551
- So I wanna pay $15,000
towards your tuition
1047
00:37:42,635 --> 00:37:45,846
so that you can finish
your college.
1048
00:37:45,930 --> 00:37:46,597
- [sniffles]
1049
00:37:46,681 --> 00:37:49,308
Thank you.
- And one more thing.
1050
00:37:49,392 --> 00:37:50,851
- Uh-huh?
1051
00:37:50,935 --> 00:37:54,730
- Uh, you told me that you
are actually saving money
1052
00:37:54,814 --> 00:37:55,856
so that you can get married.
1053
00:37:55,940 --> 00:37:57,483
- Yes.
1054
00:37:57,566 --> 00:38:00,236
- I wanna pay $25,000
1055
00:38:00,319 --> 00:38:01,904
for your dream wedding,
Jessica.
1056
00:38:01,988 --> 00:38:04,156
- [crying]
1057
00:38:04,240 --> 00:38:06,242
No one ever helped me.
[laughs, cries]
1058
00:38:06,325 --> 00:38:08,869
- But you deserve it.
1059
00:38:08,953 --> 00:38:10,413
- This has been
a life-changing day for me.
1060
00:38:10,496 --> 00:38:12,289
Like, I never had someone
1061
00:38:12,373 --> 00:38:16,669
that just helped me
in this huge way.
1062
00:38:16,752 --> 00:38:18,379
[laughing]
1063
00:38:18,462 --> 00:38:20,756
This is awesome.
Oh, my God.
1064
00:38:22,174 --> 00:38:24,552
- So, Itzia,
1065
00:38:24,635 --> 00:38:28,514
I really didn't really
recognize how important,
1066
00:38:28,597 --> 00:38:30,558
uh, your company are doing
1067
00:38:30,641 --> 00:38:34,562
so that you can deliver
the best-tasting smoothie.
1068
00:38:34,645 --> 00:38:36,522
So I really wanna
say thank you.
1069
00:38:36,605 --> 00:38:38,232
- Uh, thank you.
1070
00:38:38,315 --> 00:38:40,901
- I wanna really talk about,
you know, your story.
1071
00:38:40,985 --> 00:38:42,862
You actually told me
you're from Mexico.
1072
00:38:42,945 --> 00:38:43,946
- Yeah.
1073
00:38:44,030 --> 00:38:45,906
Yesterday I got my green card
in the mail.
1074
00:38:45,990 --> 00:38:47,366
- Ooh!
- So, yeah.
1075
00:38:47,450 --> 00:38:49,869
That was pretty cool.
- That's nice.
1076
00:38:49,952 --> 00:38:52,455
- Yeah, it's been a--
- Very nice.
1077
00:38:52,538 --> 00:38:54,707
So I'd like to help you.
1078
00:38:54,790 --> 00:38:56,375
I'd like to actually
give you $10,000
1079
00:38:56,459 --> 00:38:59,211
so that you can go back
to Mexico.
1080
00:38:59,295 --> 00:39:01,172
- Oh, my God.
Are you serious?
1081
00:39:01,255 --> 00:39:02,923
- Mm-hmm.
- Oh, thank you so much.
1082
00:39:03,007 --> 00:39:04,341
It means the world to me.
1083
00:39:04,425 --> 00:39:05,760
I really appreciate it.
Thank you.
1084
00:39:05,843 --> 00:39:07,428
- I know you guys
are also saving money
1085
00:39:07,511 --> 00:39:10,431
to buy your own home.
1086
00:39:10,514 --> 00:39:12,141
- We are.
1087
00:39:12,224 --> 00:39:14,143
- I'd like to give you $20,000
1088
00:39:14,226 --> 00:39:17,104
so that you can use it
as your down payment.
1089
00:39:17,188 --> 00:39:18,606
- Are you serious?
- Mm-hmm.
1090
00:39:18,689 --> 00:39:20,649
- Oh, my God.
1091
00:39:20,733 --> 00:39:21,776
It's like a dream.
1092
00:39:21,859 --> 00:39:24,403
A dream of a dream come true.
1093
00:39:24,487 --> 00:39:28,449
I've never imagined something
this amazing happening to me.
1094
00:39:28,532 --> 00:39:32,661
Um, thank you so much.
Thank you.
1095
00:39:32,745 --> 00:39:33,704
Can I give you a hug?
- Yes.
1096
00:39:33,788 --> 00:39:35,915
- Sorry.
- [laughs]
1097
00:39:35,998 --> 00:39:38,584
- I'm so excited,surprised.
1098
00:39:38,667 --> 00:39:39,502
I'm very happy.
1099
00:39:41,504 --> 00:39:44,632
- Skyler,
first of all,
1100
00:39:44,715 --> 00:39:47,176
I really wanna say thank you.
1101
00:39:47,259 --> 00:39:48,427
You were really awesome.
1102
00:39:48,511 --> 00:39:52,640
- Appreciate it.
- Very inspirational trainer.
1103
00:39:52,723 --> 00:39:55,684
So we kind of talked about,
uh, the changes that,
1104
00:39:55,768 --> 00:39:56,852
you know, we made.
1105
00:39:56,936 --> 00:39:57,853
- Right.
1106
00:39:57,937 --> 00:39:58,938
It definitely--
1107
00:39:59,021 --> 00:40:01,357
the changes were a lot for us
1108
00:40:01,440 --> 00:40:04,527
because, you know,
customers were upset at us
1109
00:40:04,610 --> 00:40:06,320
like we're the ones
that make the changes,
1110
00:40:06,403 --> 00:40:07,488
and, you know,
at the end of the day,
1111
00:40:07,571 --> 00:40:08,989
it--it starts from the top.
1112
00:40:09,073 --> 00:40:12,159
- I am so sorry
to make your life harder,
1113
00:40:12,243 --> 00:40:15,329
but we all believe
the changes were necessary.
1114
00:40:15,413 --> 00:40:16,122
- Definitely.
1115
00:40:16,205 --> 00:40:18,040
- You talked about,
you know,
1116
00:40:18,124 --> 00:40:20,793
you really wanna be
a franchisee at Smoothie King.
1117
00:40:20,876 --> 00:40:23,295
- Right.
- So I, like--
1118
00:40:23,379 --> 00:40:25,005
as soon as I came up
from the store,
1119
00:40:25,089 --> 00:40:26,298
I actually talked to the team,
1120
00:40:26,382 --> 00:40:27,675
and the team
actually discovered
1121
00:40:27,758 --> 00:40:29,635
your application
was denied by us.
1122
00:40:29,718 --> 00:40:30,636
- Right.
1123
00:40:30,719 --> 00:40:34,265
- I know you were short.
1124
00:40:34,348 --> 00:40:34,890
- Right.
1125
00:40:34,974 --> 00:40:40,020
- So I'd love to pay $75,000
1126
00:40:40,104 --> 00:40:42,815
to help for you
to buy the store.
1127
00:40:42,898 --> 00:40:44,984
- Wow. [laughs]
1128
00:40:45,067 --> 00:40:47,987
- 'Cause we'd love to have you
as our franchisee.
1129
00:40:48,070 --> 00:40:50,990
- For real?
- Yes, of course for real!
1130
00:40:51,073 --> 00:40:53,159
- I don't--I don't even think
you understand, man.
1131
00:40:53,242 --> 00:40:55,202
This is--
this is a game-changer.
1132
00:40:55,286 --> 00:40:56,495
It'll change my life forever.
1133
00:40:56,579 --> 00:40:57,663
This is--this is all
I ever wanted.
1134
00:40:57,746 --> 00:41:00,374
This is all I ever needed,
was a start.
1135
00:41:00,457 --> 00:41:01,876
To tell my wife--
you know,
1136
00:41:01,959 --> 00:41:04,545
I mean, she--she knows
how hard I've worked so--
1137
00:41:04,628 --> 00:41:05,588
- Yup. She knows.
1138
00:41:05,671 --> 00:41:08,591
[dramatic music]
1139
00:41:08,674 --> 00:41:12,303
♪ ♪
1140
00:41:12,386 --> 00:41:13,262
- [sniffs]
1141
00:41:13,345 --> 00:41:15,514
- Skyler, you deserve it.
1142
00:41:15,598 --> 00:41:17,558
- Thank you.
[sniffs]
1143
00:41:17,641 --> 00:41:18,893
- All right.
Come on, man.
1144
00:41:18,976 --> 00:41:20,019
- For sure.
- All right.
1145
00:41:20,102 --> 00:41:20,769
All right.
1146
00:41:20,853 --> 00:41:24,064
- It's weird that in,
you know,
1147
00:41:24,148 --> 00:41:25,566
a couple minutes
your whole life can change.
1148
00:41:25,649 --> 00:41:27,693
It still doesn't feel real.
[chuckles]
1149
00:41:27,776 --> 00:41:30,529
♪ ♪
1150
00:41:30,613 --> 00:41:33,115
- Since I bought this company,
1151
00:41:33,199 --> 00:41:35,242
I made a lot of changes.
1152
00:41:35,326 --> 00:41:36,577
Going undercover,
1153
00:41:36,660 --> 00:41:40,206
I can see thatwe made a few mistakes.
1154
00:41:40,289 --> 00:41:40,956
Some of the implementation,
1155
00:41:41,040 --> 00:41:43,751
we could have done
a better job.
1156
00:41:43,834 --> 00:41:45,002
Moving forward,
1157
00:41:45,085 --> 00:41:48,380
I believe I'm gonna be
a better leader
1158
00:41:48,464 --> 00:41:52,426
as this experience really
made me appreciate
1159
00:41:52,509 --> 00:41:54,720
my team members
as well as franchisees.
1160
00:41:54,803 --> 00:42:02,561
♪ ♪
1161
00:42:04,355 --> 00:42:07,107
[upbeat music]
1162
00:42:07,191 --> 00:42:14,240
♪ ♪
1163
00:42:35,761 --> 00:42:38,681
[upbeat music]
1164
00:42:38,764 --> 00:42:45,896
♪ ♪
85772
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