All language subtitles for Undercover Boss USA S2E21 BrightStar Care

Male announcer: Americans
are worried about the economy.

Many of them wonder if our
corporate and elected leaders

have the answers
to our problems.

In these tough times,

some bosses
are taking radical steps

to discover how to improve
their companies.

Each week, we follow the head
of a major organization

as they work undercover
alongside their own staff.

This week, the CEO and
co-founder of Brightstar Care,

one of the nation's
fastest-growing providers

of private health care...

Arlene to the nurse's
station, please.

Announcer: Poses as a former
administrative assistant

looking to change careers.

I'm Linda.

I'm Lisa.
Nice to meet you.

Announcer:
This boss will trade in

her designer shoes
and luxury automobile

for a stethoscope
and dirty diapers.

Oh, we need
a diaper change.

Oh, God.

Announcer: By working
on the front line,

she'll find out
what's really going on

inside her own company.

We're basically
the black sheep

of the whole family.

Deep breath
through your mouth.

Announcer: And along
this emotional journey...

I hope that dad
would be proud

of the work I did today.

[Sniffles]

Announcer: The boss' husband
and company co-founder

will join her undercover.

This is K.C.

Undercover Boss 2x21
Brightstar Care
Original Air Date on April 17, 2011

== sync, corrected by elderman ==

How you feeling?

Announcer: Brightstar Care
is a full-service

private health care company

serving more than 10,000
families across the nation.

More than 11,000 employees

operate 170 locations
throughout the United States.

One woman is tasked

with keeping this
$100 million company healthy.

I'm Shelly Sun,

the co-founder and CEO
of Brightstar.

Brightstar provides care for
people of all ages in the home

as well as providing staffing

for hospitals, nursing homes,
and doctors' offices.

Children who
are perfectly healthy

but the parents want
to go out for a date night.

Hi, we need a babysitter
for tonight.

Seniors that are in their
60s and 70s

who just want
some companionship.

People who might need
some rehab therapy.

We want to improve
the quality of life.

Good.

Yeah, it feels good.

Back in late 2001,

my husband and I were looking
for care for his grandmother

and were just so surprised
at how hard it was

to find great-quality care.

We had hired a company,

and we were calling to check
and see how grandma was doing,

and we got
an answering machine.

You know, it's 5:30.

Both of us looked
at each other and said,

you can get great service
with restaurants,

stores that you shop,

and somehow we couldn't find
great service

with something so much more
intimate and personal.

His grandmother
actually passed away

the day before
we got married.

That was March of 2002,

and we wound up
starting our business

in October 2002

to really live the memory
of his grandmother.

How are you?
Good.

My responsibilities
at Brightstar

are to handle
franchise development.

- The leads are up?
- Leads are doing well.

Making good progress.

Shelly is
technically my boss,

although she probably wishes

I was a much more compliant
employee at times.

Will you send me the schedule
of the join the team day

for the next two weeks?

I handle the office,

and J.D. really does sales.

So we have completely
different roles

and responsibilities.

I recommend that for couples
working together.

It's probably why we still
have such a great marriage

and work together so well.

Okay.
I'll see you later.

Growing up, I never really
had a great father figure.

My mom remarried
a wonderful man,

and he took
such an interest in me.

Tony was my stepfather.

I never called him
anything but "daddy."

Unfortunately he got sick.

I just lost him last year.

I had been there
on Wednesday,

and I was coming back
on Friday to see him again,

and he goes, "tell Shelly
I just--I can't wait.

It's time.
It's time for me to go."

And my executive assistant
walked in,

and I could see
by the look on her face

that daddy had passed.

Okay, who wants some?

Eh, eh, eh, eh.

With your fork,
young man.

J.D. and I,
we have twin boys

who just turned six.

Gross.

[Phone rings]

I got a call I gotta take.

Hey.

I think I know
I'm a great CEO.

I'm a little bit
on shaky ground

knowing whether
I'm a great mom.

Is Chuck flying in?
Where is mommy?

Mommy?
Mommy's on the phone.

Shelly had always struggled
with the work/life balance.

Shelly never stopped working
during her pregnancy.

Unfortunately she had to do
some bed rest at the hospital.

I remember two days
before she delivered

we had a staff meeting,

and everyone was there
in the hospital room

because she doesn't
have an off switch.

Ready to go?
I'm really worried that

I'm gonna be recognizable
when I'm out in the field.

Don't know, you think
I should go longer

or you think
I should go shorter?

Maybe you could pull it
into a bun or something.

You could look
like Princess Leia.

[Fake laughs]
Cute.

[Laughs]

Have you thought about
going undercover too?

I just don't know.

We started
this business together.

I really want both of us

to be able to learn
from this experience.

I gotta say I'm really
actually excited about this.

We haven't been out
in the field in ever.

I think it was
really important

to get both of us involved
in going undercover.

I don't know why
you got the big suitcase.

How many t-shirts do you need?

How many pairs of underwear
do you need?

I'm like a boy scout.
I want to be prepared.

When J.D. and I
first started the business,

we were involved
in every decision.

Off we go.

As we've grown,

we've become a little bit
more removed.

Oh, that's my baby.

We want to make sure
that the care

we say we're providing
to families

is being delivered.

- Say bye.
- Bye.

J.D. and I are really
excited about this opportunity.

We founded
this company together,

so it only makes sense
that we both go undercover.

You ready?

Do you think we should
have you in a disguise?

I don't think people
are gonna recognize me

in the field.

What's your undercover name
gonna be?

Linda Young.

I think I'm gonna
call myself K.C.

Keep the initials there.
Yeah.

You always
take longer than me.

J.D. and I
will tell people

we're former
administrative assistants

looking to get a job
in health care.

All right, it's time
to get started.

Have a great time.

You too.
Good luck.

- I'll see you later.
- Bye. See you tonight.

I'm in Sierra Vista,
Arizona,

on an army base.

I'm gonna be going undercover

working with children
in our Kidcare program.

Kidcare is about 10%
of our business,

but I see an opportunity
to grow it to about 25%

of our business.

I'm hoping that I learn
a few things

that I can take back

and be able to really
help us escalate the growth.

Hi, how are you?
Come in, come in.

- Yeah, thank you.
- Nice to meet you.

I'm James.
I'm a caregiver.

I do kids care.

We started Kidcare
officially in 2009.

J.D. and I had twins.

They were in intensive care
for 3 1/2 months.

So after seeing your baby
in an Incubator,

we realized that for us

we didn't want
a 15-year-old child

watching our children.

So we hired
a private caregiver.

You're just in time.

We're gonna go
wake them up, okay,

and get them ready.
Okay, perfect.

Come over here with me.

Hey, Cayden.
Hi, Christian, Chloe.

How are you?

[Sneezes]

Bless you.

I walked in the room
and saw these cribs

with nets on them.

I guess to keep the kids from
getting out of the cribs.

[Child screams]

Oh, my gosh,
there's four children

we're gonna be
taking care of.

[Child screaming]

I knew it was going to be
a long, hard, exhausting day.

You wanna take him here?

- Your turn next.
- This is for him.

This is his socks, okay?

Doing okay?
Yeah.

Look at you go.
Oh!

Did you go back to sleep?

I bet that pretty pink
is yours.

What we do from here,

as soon as we're done
changing them,

we're gonna go
prepare breakfast.

Okay.

- Are you from here?
- No, from Denver.

Nice.

Cameron.

So three boys and a girl?

Yes, it's Cameron, Cayden,
and Christian, and Chloe.

Their dad
is in Iraq right now.

So we're gonna
Skype their dad

through the Internet.

So do you like being able
to take care of kids?

I've been taking care of kids
since I was eight years old.

Okay.

- My mom had nine kids.
- Oh, my goodness.

So we're gonna start getting
the breakfast done.

We're gonna get cereal.

We're gonna chop up
some bananas.

- Can you do that?
- Yeah, absolutely.

See, Chloe's already
sitting on her chair.

You're hungry, huh?

Chloe's got purple, huh?

We're gonna sit with them,

and we're gonna encourage them
how to use a spoon.

Get the spoon.
Good job, Cayden.

Not your fingers.
Gotta use your spoon.

Use your spoon.
Use your spoon.

Oh.

First time working
with kids?

That are someone else's,
yes.

I've got two of my own.
Not four.

- Not four.
- [Laughs]

Take your bib off.

Put it on top of your plate.

Push the plate.

And say, "J.J."
J.J.

- "All done."
- All done.

Good job.

[Screeches]

After talking with Shelly,

she thought it'd be
a great idea

if I went undercover
as well.

So I'm in Sierra Vista,
Arizona,

and I'm gonna be working
with a caregiver

in an independent
living facility.

Hi, George?
Yes.

- K.C.
- How you doing, K.C.?

Good.
How are you doing?

Good.
We gotta sign in first.

As the head
of franchise development,

we talk about
what our caregivers do.

But I've actually never done
any of the activities,

so I'm really
looking forward

to learning about
what these folks do

on a firsthand basis.

Here's Mr. Melvin.

Hey, George.

Good to see you.
This is K.C.

And K.C.'S gonna be--

I'm gonna be
training him on stuff.

[Laughs]

That's one of those names
that can go either way.

Mr. Melvin, I haven't
seen you in a while.

How you been?

- I've been fine, George.
- Good.

This is like
a retirement home.

Okay.

Brightstar comes in here
as a helper

to help the residents,
but it's not part of the home.

- Okay.
- Yeah, this would be extra

if a resident wanted
to get Brightstar Care.

We're a private
caregiving agency.

In Korea,
I was just across the border

north of Kunming.

That's pretty amazing.

Wham, wham.

So anyway,
what we're gonna do

is we're gonna
general cleanup now.

Oh!

Daddy's home.

All right.

We want to get
the laundry started.

Okay.

We'll be right back, sir.

We're just gonna
start the laundry.

Put all the whites in one.

What--does this--

Yeah, that counts
as a dark.

Before you put
any pants in there,

check the pockets.

Just get all the darks.

We gotta hustle on this.

Ooh.

That's it.

Go back in.
Where'd you get that?

I found this coin
in a corner pocket.

We found some money,
Mr. Melvin.

Oh!

So go ahead
and fill this up,

and we're gonna
do the dishes.

Fill it up?

Yeah, with water.

Oh, okay.

There you go.

You got your soap here.
Oh, right on.

I'll dry, you wash.

Hey, thanks.

I got the hard job.

George, how long have you
been a caregiver for?

Uh, a year and three months.

I was a kindergarten teacher
before that.

I'm at nursing school now.
Oh, fantastic.

There you go.
Yep, and I think we're good.

All right,
on this sheet here,

this is just a checklist
of things we do.

This sheet would be used

to basically say
what activities

of daily living
we did with Mr. Melvin.

How does that information

get communicated back then

to, like, the person
who was coming after you?

Ideally, somebody will
be there to train you

the first time,

but that doesn't
always happen.

If you don't have
anybody to train you,

then the client
has to tell you.

In my mind,
that's just unacceptable,

you know, because you don't
know what the person wants,

and why should the client
have to train you

and five other people
besides you?

One of the things I'm gonna
absolutely take back with me

was when George
was talking about

that a client doesn't have
to train a caregiver,

and, you know, I feel that
he's actually spot on with that.

These guys are like
my mom and dad, huh?

Yeah.

You can't fake
the type of connection

that he's able
to make with people.

George has got
just a phenomenal attitude,

and I thought he was--

I thought he was
better than great.

See you later, Mr. Melvin.

Back when, children
took care of their parents.

Doesn't happen nowadays.

Announcer: Coming up...
- I-27.

I-27!

Announcer: J.D. faces
a tough room.

I-24.

Announcer: And later...

Can I put lotion on you?

Announcer: Shelly rubs
a patient the wrong way.

That's thick.

Well, I'll just
work it around.

Announcer: Shelly and J.D. Sun,

co-founders of Brightstar Care,

are bosses undercover
in their own company.

Gotta use your spoon.
Use your spoon.

- Use your spoon.
- Oh.

So go ahead
and fill this up

and we're gonna
do the dishes.

- Fill it up?
- Yeah, with water.

Oh, okay.

Their journey continues
in Sierra Vista, Arizona.

They're gonna see
their daddy right now.

Oh.

They must look forward
to that, huh?

Yes.

Hey, Matt.
Matt!

Here are your kids, Matt.

- Hey, guys.
- Say hi to daddy.

Hi, Cayden.

Can you wave to daddy?
Hey, daddy.

There you go, Chloe.
Hi, daddy.

I love you, Chloe.

Thank you for
your service, sir.

You're welcome.

It was so touching to see
the dad with his quadruplets.

You know, you never know
what the next 24 hours

could bring for him.

He puts himself
in harm's way for us.

And so you could see
that it meant so much to him

to be able to connect
with the children.

Blow kisses, kisses.

It also makes me
think about missing

some of my boys'
early years

'cause I was
working so hard.

You!

My kids are my anchor.

And so I need to make sure

that I'm a better mother
to my boys.

Bye, bye.

Bye, guys.

One person
stays here to clean.

One person
stays with the kids.

So entertain them.

You're leaving me
with all four?

- Yep, all four.
- Okay.

Don't worry about it.

- Okay, well, go and get it.
- [Screaming]

Oh.

Come back in here.

[Crying]

[Kids screaming]

She kinda looks like
she's kinda frustrated.

It's good for her.
It's a little challenge for her.

- [Crying]
- Chloe, do you have poopy?

She has poopy?

Okay, yep.

You're gonna change
a poopy diaper.

What, you don't like changing?

It's been a long time,

if I've ever
changed a poopy diaper.

Don't get nervous.
Just relax.

It's peanut butter
or something, you know?

What's wrong, Linda?

Ooh, gross.

How come?

I, like,
get a little gaggy

with puke or poopy.

It looked like Linda's
husband did the changing

of the diapers.

Like, you gotta be kidding me,
I said to myself.

[Whining, screaming]

Cayden Matthew.
No, papa, no.

You know better.

You wanna go to time-out?

Stop.

Listen.
Are you all done?

James was really good.

I mean, even though
they were crying,

he was good
at the gentle discipline.

He has a really great balance
of seeing the love

but also helping them
develop the right things

to be good kids.

- Yeah.
- I might wanna go.

What are you going
to school for?

I have a lot of things
that I wanna do.

Seems like you're kinda
the man around this house too,

with dad being away.

Yeah, I think that's what
they wanted, a male.

Male caregivers
are more uncommon.

We have a lot more females
working for us.

But we encourage males
to work for us,

'cause sometimes families
want to be able

to make their choice
of a male or female caregiver.

Do you see yourself, like,
becoming a nurse?

My mom was a nurse.
She raised nine kids.

You know,
I got it from my mom.

James has been
a hard worker.

I think he's still trying
to figure out

what he wants
to do with life.

Okay, we're missing one.

What are you doing over here,
young lady?

One of the biggest takeaways
I've had thus far

is if we're gonna expand
our business with military,

how can we help
enable military families

to have easier contact
to one another?

'Cause it obviously was
very precious to him.

Check your diaper.

Oh, we need a diaper change.
Oh, God.

Okay.

Now we get
to go call bingo.

Boy, is this gonna be fun.

- Yeah?
- Ha! It's a hoot!

- Is it?
- Oh, yeah.

It shouldn't be any problem,

but I had to call one time
with another guy

that came down,

and they didn't like
the way he called.

[Laughs]

Activities like bingo
are really important

because it helps the residents
keep really active

and allow them to have some fun
at the same time.

Hi, folks.

This is my buddy, K.C.

He's gonna do
a lot of the calling.

How you doing?

Here we go.

So, K.C., the way this works
is we turn it.

One of the little balls
will come out here,

and you'll call it.

There's one.

And there's another.

I-27.

I-27!

I-24.

Too fast!

Hey!

What?

I'm gonna move
out of the way.

I don't want anything
hitting me.

I-24.

Some of the ladies
didn't really appreciate

my bingo calling skills
or lack thereof.

This is like war
in here, baby.

O-69.

- I dropped my badge.
- Oh, no.

How will you know
who you are?

You want me
to put that on you?

Yes.
Be careful what you touch.

Ooh!
[Laughter]

I know you've only
been married twice,

and only your husbands could
do something like this but--

- Who said that?
- Oh, it's not true?

That's a big fat lie.

N-38.

All right!

I want the car right now.

The car?

Well, we have a $25
gift certificate to Sears.

And everyone doesn't cheer

after the other person
wins either.

So we put them
all back in here.

Okay, we gotta be fast.

We want to get
all these things done.

You know, what I learned
about myself today

was that I love this whole
idea of service.

- I-16.
- Bingo!

Oh!

It made me feel
just so good.

This would be
a nice gift for you.

You want me to call it
or do you want K.C. to call it?

You call it.

[Sighs]

[Laughter]

That was wild.

- Hey, sweetheart.
- Hey, babe, how was it?

- It was fantastic.
- Missed you.

How you doing?

I'm very exhausted,

taking care of four
two-year-olds.

You know, I was a little nervous
doing some of the care.

I didn't want
to hurt anybody.

What did you do today?

We went to an independent
living community.

Okay.

We were, like,
doing dishes.

You know, the last
activity of the day,

we were calling bingo,

and I remember Grandma Pat
used to love bingo.

You know, when we were
looking for someone

to help care for her,

we needed to make sure that
she was treated with respect.

And enjoyed every day.

And lived with dignity.

And, you know,
that's something

that, you know,
I'm proud to say, you know,

George is absolutely
the embodiment of,

and, you know, helping
those folks live that way.

That's good.

Announcer: Coming up...

We're gonna listen
to your lungs, okay?

Announcer: Things get
emotional for Shelly.

That same intimate care

was very similar to the last
couple of days with my dad.

[Sobs]

Announcer:
Shelly and J.D. Sun,

co-founders of Brightstar Care,

are bosses undercover
in their own company.

- What's wrong, Linda?
- Ooh, gross.

I-27.

- I-27!
- Bingo.

Oh!

Unfortunately something's
come up with J.D.'s parents,

and they're no longer able
to watch our boys.

Gonna miss you.

So J.D.'s gonna head back.

- Have fun.
- I will.

And I'm gonna continue
this undercover mission alone.

I'm in Northern California.

Gonna be working with
a certified nursing assistant

in a temp situation.

Which means when the regular
employees in a nursing home

call in sick or are out
on maternity leave

or are taking vacation,

we're there to provide
temporary help.

Good morning.
I'm here to see Arlene.

Arlene to the nurse's
station, please.

Staffing has the potential

to be about 40%
of our business.

Today it's about half of that,

and so I want to make sure

that our employees are going
above and beyond

so that we can continue
to help facilities

augment their staff.

- Hi.
- Hi.

Nice to meet you.
I'm Arlene.

Hi, there. Linda.
Nice to meet you.

Nice to meet you too.

I'm a C.N.A.,

certified nursing assistant.

Have you ever done
any type of--

No. What does a certified
nursing assistant do?

Basically we assist
all the residents

that we have
with hygienic care.

We give them bed baths.
We brush their teeth.

Basically all the stuff we do
for ourself hygienically,

we do for them.

Let's actually get started.
Okay, sure.

So what's the difference
between a registered nurse

and a C.N.A.?

They give the meds.
We do the care.

How many people
do you take care of?

Okay.

Now we're gonna work on Leo.

Good morning, Leo.

A little bit, sorry.

You always want to start
with the eyes.

You have lotion?

Don't want you ashy.

You know me and ash
don't mix.

Let's get some lotion
on you.

If you wanna do that while
I go empty this bucket.

Okay.

Can I put lotion on you?
Is that okay?

Okay.

That's thick.

Well, I'll just
work it around.

It'll be all day
before that go in.

It's okay, it happens.

You did put a lot though.

Stinker.

Let's go get Mr. Gray ready.

Hi, Mr. Gray.

You're already up and dressed
and everything.

So you have a shower today,
Mr. Gray.

You need a shower every week.

- Thank you.
- You're a lady.

I'm gonna keep
my eye on you.

He's the GQ.

He is Mr. GQ, isn't he?

He is.

You ready for a shower?

Mr. Gray was adorable
in his personality.

We're gonna leave
Mr. Gray over here

by Miss Micasa.

It felt very gratifying to
be able to do something for him

as simple as combing his hair
and blow-drying his hair.

I mean, it felt good
in doing something for him

that he might not be able
to do for himself.

Did I do okay?
Can I come back?

Sure.

You'd let me back?

[Laughs]

You are a character.

Linda wasn't hesitant
to work with patients,

and I love that.

You want a little jacket on?

It's a little chilly outside.
Yeah.

I want some people
who can just go in there

and work without
thinking about,

will he like me or not?

She did great with that.

We'll see you
in a little bit, okay?

What do you do
if you're not here?

When I'm not here,
I go to school.

Oh, what are you going
to school for?

To be--oh, a registered nurse.
Oh, that's right.

I love working
with people,

so this is kind of the field

that I wanted
to go into.

So what made you decide
you wanna be a nurse?

Oh, my gosh.
I'm a single parent.

How many children
do you have?

I have one daughter,
and she's seven.

So, you know,
it's kinda hard.

CNAs only get paid
so much.

So, you know, I wanna make
sure I can provide for her.

- How old are you?
- I'm 24.

This is, like,
the down time.

You've got
a seven-year-old daughter.

So you had her
when you were in--

16, high school, yeah.

What were
your parents' reaction?

Oh, my God,
they're Filipino,

so they were pissed,

to be blunt.

You know, I felt like
I was wasting my time.

So I went back to school,

like, I'd say a week after
I gave birth to my daughter.

That musta been so hard.

It was.

My daughter's dad
passed away at 16.

He got killed
by a drunk driver.

At that point in my life,

that was when
I was at my lowest.

But after that,
it's just like

a lot of people take that
and don't do anything.

For me, I don't like
when people

give me credit for the things
that I've been through.

I'd rather
them give me credit

for the things I accomplished.

So now that I'm at
this period of my life,

I'm almost done with school.

I'll probably be an R.N.
by the time I'm 25 1/2.

Obviously nursing school's
not the last route.

I eventually want to open up
my own nursing home

and, you know,
have patients like this.

Arlene's amazing.

I mean, she's just
so focused on the future,

making the best
of her life.

Even from
a very young age,

I think she has
a lot of interest

in being an entrepreneur.

So seeing what she
might choose for herself

over the next few years
will be fun to watch.

So you all work full-time
for the nursing home?

I work for Brightstar.

So we're not full-time.

So basically we're
just on-call to a facility

where we're not permanent.

We're basically, like,
the black sheep

of the whole family.

What does that mean?

We kinda have the misnomer

that we're not
really good workers,

that's the thing.

'Cause, you know,
we're not full-time here.

So we don't know how
things run smoothly.

So it's harder to come in
and just kinda get going,

knowing where everything is,
where the laundry room is?

Yeah, exactly.

You gotta have people
trust you in your work.

To hear that
our temporary employees

were kinda seen
as the black sheep

in a temporary
staffing assignment

was really hard to hear.

So let's see what else
we got to do.

- Great.
- Sound good?

I'm in Centerville, Ohio,

and I will be working alongside

a licensed practical nurse

going into a family's home
for a visit.

Lisa?
Hi.

- Hi, I'm Linda.
- I'm Lisa. Nice to meet you.

Nice to meet you as well.

Hopefully we'll have
a good experience today.

An L.P.N.,
or a licensed practical nurse,

is someone who's had
much more education

than a certified
nursing assistant.

So they're able to provide
much more skilled care.

Hi.
How are you?

- I'm fine.
- I'm Lisa.

I'm an L.P.N.
with Brightstar.

And this is Linda,
who's training with me today.

Dad's in the living room,

if you'd like
to come with us.

It'll be great to make sure
the quality of care

is being performed
today by our brand.

Dad, this is Lisa
from Brightstar

and Linda from Brightstar,

and they're here
to check you out.

Ed, we're gonna go ahead
and get started

with what we call
the vital signs, okay?

The first thing
I'm gonna teach her

is a pulse.

You're gonna take your index
finger and middle finger,

and you're gonna go
right along the bone,

come on down to where
his watchband was.

There you go.

Now press in

till you feel, like,
a bunk,

something moving.

It's in there.

[Laughter]

I see you breathing,

so I know it has
to be in there somewhere.

The longer it takes,
the more my heart pounds,

and all I can hear
is my own heart.

It's okay.
I'll tell you what,

why don't we come up
about a half inch up more.

Do you feel anything?
Got it.

Now we're gonna count
for a full minute.

- 57.
- I got 62.

So very close.
That's very good.

If this is something
you're going to pursue,

I'm just gonna
give you a heads-up.

Okay.

You will not be able
to have fingernail polish on,

and you will not be allowed
to have any acrylic nails.

Even your real nails
need to be cut.

Okay.

We're gonna listen
to your lungs.

- Go right ahead.
- Okay?

Listen for any
crackling or wheezing,

anything that sounds like
rice krispies

in the morning when you pour
the milk in, you know?

- Okay.
- Exhale.

- No crackles.
- Good.

You're feeling
for muscle strength

to make sure
that they're equal.

Squeeze.
Oh, he's strong.

Very good, very good.

Now we're gonna use
a digital thermometer today.

Don't bite it.

Well, Ed, we are done
with what I need to do

for the paperwork.

I just want to make sure
that you have no questions

before we leave.

You're more than welcome,
anytime.

Okay, well,
I'll take you up on that.

I had thoughts of my dad

when I'm sitting there
with Ed.

That I would
just be so proud

to have had someone
like Lisa

interacting with my dad
at the very end.

And thank you for letting
Linda come in and practice.

Thank you, thank you.

- Bye.
- Buh-bye.

We're gonna go ahead and head
to the next home.

Okay.

How many children
do you have?

- I have six.
- You have six kids.

Your youngest is?
He's 18.

And the oldest
just turned 23 in September.

So you were pregnant
nonstop practically.

No, we're a combined family.
We're the Brady Bunch.

It's been very hard.
Yeah.

My husband and I
both lost our jobs.

We worked for General Motors
for over 14 years,

and I'm not getting a 40-hour
paycheck from Brightstar.

It's hard.

We haven't had a vacation
since we got married.

We went to Cancun.

I couldn't have asked
for a better wedding,

but the kids weren't there.

That's the only thing
I would have changed.

Doesn't sound like your wages
are that predictable.

No, that's when my husband

tried to push me into
looking somewhere else.

I tried to let him understand
that the work will come,

but you can only
be patient so long.

I'm proud that Lisa
wanted to stay with Brightstar,

but also sad as to how much
personal stress that must cause.

We'll let you do
the miniature assessment.

And if anytime during this
you have any questions,

you just say, "hey," okay?

Okay.

- Hi. How are you?
- I'm fine. I'm Lisa.

Hi, Lisa.
I'm an L.P.N. from Brightstar.

- Nice to meet you.
- I have a trainee with me.

- Linda.
- Hi, Linda.

Nice to meet you.

When we got to
the second client's house...

How are you today?
Well.

I wanted Linda
to take the lead

so it would show what she
had paid attention to.

Can you go stronger?

Little bit more.

It's even.
Okay.

Ultimately Linda
went on with it,

and I have to say
she's a very fast learner.

Hi.
Hi.

Everything sounds fine,

looks fine
with her vital signs.

There's no issues at all.

Has she had any falls or--

She fell a year ago
and went through rehab

for three months
at the nursing home.

And when I met with Pat
of your company,

he helped walk me through
what it was going to be like.

That was really kind of
invaluable to me

because I didn't have
any clue.

Truthfully, I had a couple
grandparents in nursing homes,

and they didn't get
to come home.

They weren't that lucky.

Well, I really appreciate
your input.

Thank you for letting
me and Linda

come into your home today.
Oh, absolutely.

We appreciate you guys too.
We really do.

My biggest feeling
of walking away from the day

is feeling very proud
of the quality of care.

Thanks again.
Nice to meet you.

But it's really hard
to think about

potentially losing someone
like Lisa

from not getting her
consistent hours.

I don't know how we fix it,

but it's something I definitely
wanna go back and address.

I learned so much

about the kind of
special people we have

working for us.

Oh, it was a long day.

Oh.

I hope dad would be proud

of the work I did today.

Actually that same
intimate care

was very similar
to the last couple of days

with my dad.

[Sobs]

Just thinking about
the very end.

I would give anything

that I wouldn't have gone
back to work.

I could have had another
whole day or two with him

if my priorities
were in the right place.

I'd give anything to get that
last couple days back.

My undercover
experience is over.

I'm really curious to hear

my senior executive
team's thoughts

on what I learned
while I was undercover.

[Overlapping chatter]

Hi, everybody.

- Hello.
- How are we doing?

We're gonna talk
about just that.

We've got a bit
of a to-do list.

- All right.
- Oh, boy.

I was working with Lisa,

who's a licensed
practical nurse,

and she loves Brightstar.

But right now she's trying
to make ends meet,

and it made you feel proud

and broke your heart
kind of all at the same time

that you wanted to be able
to get her more hours.

What can we do
to enable that?

We hear all the time
one office is working overtime

and another office doesn't
have enough hours to go around.

There has to be a way
that we can get some type

of a pooled
scheduling system.

Well, and if we don't
do something to solve it,

they're gonna be working
for our competitors,

and we can keep those great
people with us full-time.

J.D. worked with this
amazing caregiver, George,

and he's working
with families.

He doesn't believe
the family

should have to orient
the caregiver,

you know,
each and every time.

That should be
our responsibility,

to make sure that caregiver
to caregiver knows that

We need to work on that.

Working with Arlene
in a nursing home,

she said she's really considered
to be the black sheep,

you know, coming in
as a temporary employee,

because she has to rely
on all the other

certified nursing assistants
on what to do.

And so, you know,
what could we do

so when they start they can
hit the ground running?

I know you guys
are up to the task.

And thank you for all the work
you're about to do.

- Thank you.
- Thanks, Shelly.

I'm about to reveal
my true identity

to the employees,
who think they're here

to evaluate my performance
on the job.

I've called them to
the brand-new future site

of our new
company headquarters.

We haven't even
moved in yet,

so they have no idea they'll
be meeting with the CEO.

I'm not used to, you know,

putting my critique
into someone.

Linda, she coulda done
a little bit better.

She wasn't that good.

[Chuckles]

Hi.

Hello.
Do you know who I am?

Linda.

Very--
very different.

I'm actually Shelly Sun,

the CEO and co-founder
of Brightstar.

Oh, my gosh.

You guess you can keep
your fingernails.

James, you were wonderful
to work with.

You're so good.

You give them love,
you give them discipline.

You do that
so naturally with them.

You've got so much
opportunity ahead of you.

And because you're interested
in so many things,

I'd like to pay to have
a career coach work with you

so that you could
have someone guiding you

and giving you advice,

help you reach all of your
possible potential.

What do you think
about that?

That be something you'd
be interested in?

Yeah.

We'll also give you
a check for $5,000

as seed money to help you

pursue a business
opportunity

or pursue additional
education.

Whatever you wanna use
that money for.

And then for something
really fun,

we're gonna send you and
whoever you wanna take with you

on a week-long vacation.

We'll pay for your hotel,
your airfare,

and we'll give you
$1,000 of spending money

just to have some fun.

I can take my mother.

She must be
very proud of you.

She always told me good things
happen to good people.

Oh, look at you.

It'll mean a lot to me
to take my mom,

'cause usually I don't
see her that much.

I wanna do something
for my mom

'cause of all the good things
that she has taught me in life.

George, a few days ago
you were training

one of our caregivers, K.C.
Yes.

That's actually
not a caregiver

but my husband and co-founder
of Brightstar.

Oh, isn't that nice?

J.D. was so touched by what
a great caregiver you are,

what a huge heart you have.

I know that you're
going through nursing school.

We'd like to pay for your
extra year of school,

your last year of school.

It would be our honor

to help you with that.

Thank you for all you do.

That's very kind of you
to do that.

Well, I'm not done.

[Both laugh]

I don't really need
a whole lot.

Brightstar
is actually beginning

to expand internationally,

and we'd like to have you
be a part of that.

So we'd like to create

this global quality
ambassador position

where we would pay you

so that you can make sure
the quality of care

that you're delivering here

is making a difference
in families' lives

all around the world.

That would be nice.

That would be good.

That be something
you'd be interested in?

I think I--
I think I could do that.

See the world on us.

I don't feel
worthy of that.

You're very worthy.

I appreciate that.

I feel overwhelmed, yeah.

I just feel like it's something
that I do all the time anyway.

I don't see it as anything
that I'm doing special.

[Sobs]

Arlene, you were
so wonderful to work with.

You have such a huge heart.

I mean, everything
that you've experienced

in your life,
and you still have

such a huge, positive energy.

Don't make me cry.
Oh, my God.

I just shine through
I guess.

I can't imagine having
a daughter at such a young age,

and you guys don't get
to spend much time together.

No, it's rare.

I'd like to send
your and your daughter

for a week-long vacation
to a family theme park,

pay for your airfare.

You know, maybe you guys
can get away

and have some fun times.

She would love that,

and I don't get to spend
a lot of time with her.

Being positive
is one thing,

but your drive
and your ambition

to just go as far
as you possibly can go,

I mean,
it reminded me of me,

you know,
17 years ago.

When you're ready,

we are actually
starting a second brand,

an assisted living concept.

The Antioch territory,

which is where you live
and where you're working.

I have made arrangements
so that that territory

can be your franchise.

Franchise fee's $47,500.

That's my contribution.
No way.

And I will work with you
to try to secure financing.

Oh, my God.

Thank you so much.

We would be very lucky

to have you
in the Brightstar family.

Well, I'm already part
of the Brightstar family.

You are, absolutely.

My life has
changed drastically.

I just want to jump
for joy right now,

I'm not gonna lie.

Lisa, I was very proud,

in fact I had
a couple of times

where I almost just wanted
to break my cover

'cause I just
wanted to hug you

and say thank you
for everything

that my husband and I got
in the business to do.

Thank you
for creating a job

that I really get
to connect with people,

and they make a difference
in my life too.

Well, you made
a difference in mine.

Thank you.

Seeing you take care
of your clients, Lisa,

really made me wish
you'd been around

to take care
of J.D.'s grandmother

and my dad.

And it kinda really brought
back to heart firsthand,

you know,
what we're doing.

Thank you.

You had talked about how

when you got married
four years ago

the kids weren't able
to be there

and that was
your only regret.

And you're so
family-oriented.

And so I'd like
to recreate that.

I want to send you
back to Cancun

for a re-do-over
of your vows

with you and your husband,
all six of your kids,

and your two grandchildren,
all ten of you.

I'm overwhelmed
with your generosity.

But I know you're
a worrier.

You talked about your
husband's getting ready

to get laid off.

So I want to make sure
you know

that while you're away,

I'm gonna pay as though

you were working
a 40-hour week.

So your salary
is taken care of.

Oh, my gosh.

And for the next
six months,

we're gonna pay
your mortgage.

Oh, my word.

I can't say thank you enough.

I wish I could
give you a hug.

We are gonna do
just that.

Thank you so much.

To know that someone
appreciates the work that I do

and really cares,

I've never had--imagined--
anything like this.

And I will be forever,
ever thankful.

I'm really excited
to have an opportunity

to share what I experienced
over the last week.

It's my great pleasure
to introduce

our CEO and co-founder
of Brightstar,

Shelly Sun.

[Cheers and applause]

I've spent the last week
undercover at Brightstar

for Undercover Boss.

[Cheers and applause]

I have been out with some
of our amazing caregivers,

seen firsthand
the high quality of care

that we are providing
all over the country.

Let's take a look
at some video clips

of my week
working undercover.

Thank you.

He is Mr. GQ, isn't he?
He is.

[Laughter]

Don't get nervous.
Just relax.

It's peanut butter
or something.

[Laughter]

Well, I went undercover
to try to see

what we might need to do
to become the market leader,

and every single
caregiver that I worked with,

it was clear to me that we
already are the market leader

in the quality of care.

If we've got
great caregivers

and we take great care of them
so they never leave,

then the future
is unfathomable

as to what we could do.

[Cheers and applause]

I feel more at peace
with my dad's passing.

I didn't know until
I tapped into this process

that I had been probably
suppressing some guilt

for me not being there.

I want to get
my priorities in place.

I don't want my kids
to feel like

mommy chose work over them.

And so in some way
his death allowed me

for the rest of my life to be
a better mother to my boys.

== sync, corrected by elderman ==