All language subtitles for Undercover.Boss.US.S07E07.HDTV.x264-FUM

Tonight on "Undercover Boss,"

Bryon Stephens,
president and COO

of Marco's Pizza,

goes undercover
in his own company.

Can not be out
delivering like that.

- Okay.
- Got to look proper, man.

Got to fit the style.

Yeah, looking good.

Fill your hands with cheese.

Your hands aren't gonna smell
good at the end of the day,

but you're gonna
get the job done.

This big cheese,

who's hoping to clobber
the competition...

- Oh, that's bacon?
- That's bacon.

- Yes.
- So it's pizza bacon?

You ain't gonna give up
on me now, are you?

I can't tell you yet.

Will found out

that he's spread too thin.

We don't hear too, too much
from corporate a whole lot.

They don't market
as much for us.

You know, a lot
of people out there,

you know, they don't know
Marco's Pizza.

Along the way,
he'll find the employees

who keep his company
raking in the dough.

Everybody except, like,
me and my sister

have been put
in a pair of handcuffs.

He came back
from the war with PTSD.

Holy crikey.

What happens
when this pizza pusher

doesn't have
the muscle to go on?

You won't die.

I got to take a break.

Find out next

on "Undercover Boss."

With a base
of operations in Toledo, Ohio,

and with 20,000 employees

spread across 35 states
and four countries,

Marco's Pizza
is one of the world's

fastest-growing pizza chains.

Leading this
$400-million-a-year powerhouse

is one man.

I'm Bryon Stephens,

and I'm president
and chief operating officer

of Marco's Pizza.

My history in franchising
started with A&W restaurants.

I have the good fortune
of being the person

who actually started to create
that co-branding environment.

We took A&W
and packaged A&W up with KFC.

Pizza Hut and Taco Bell.

It worked so well,
we created a groundswell

of people interested
in doing that.

I've been responsible
for some very unique ideas

in the franchising world,

so that's how I ended up
here at Marco's.

In 2004, I was asked
to be the growth partner

for the company.

My journey to the boardroom

wasn't like
most people's journey.

You know, growing up,
we struggled.

We had to do things
to make ends meet,

and I didn't have
any formal education.

And so I actually started
in the dish room

at the Holiday Inn
in my hometown,

and it was my primary job.

I would help out the cooks.

I'd work in the bar.

I would do just about anything
and everything there.

And then one day, the owners
tapped me on the shoulder

and asked me
if I'd like to, you know,

become a manager
within their organization,

and that opened
a new paradigm for me,

and it started a love affair

with both
the restaurant industry

and with franchising
that continues to this day.

The early days of Marco's
is quite interesting.

An Italian family settled in
the Detroit, Michigan, market,

and their son
Pasquale "Pat" Giammarco

decided that he could make
a better pizza

than any of the pizzas
that was in the marketplace.

He opened his first
Marco's Pizza in Oregon, Ohio.

That was in 1978.

By the time Pat Giammarco
sold the brand in 2004,

Marco's was
a small regional chain

operating in three states,

and so I came on at that time,

and we began
getting the chain ready

for what we called
nationwide expansion.

This year, we're gonna open
over 130 restaurants.

Next year,
150 restaurants.

And over the course
of the next five years,

we'll open somewhere
in the neighborhood

of 750 new restaurants.

In five years, we expect
to have over 1,500 restaurants,

and we'll be operating
in more than five countries.

I don't know that
I would describe myself

as a genius in this business,

but I definitely have been
a visionary for this industry.

I like that sliced sausage.

The browning on this,
is that the cheddar cheese?

Yes.

I made my way up the ladder

by just working hard.

Being an egomaniac,
kind of an ass,

I was ready to just vaporize
anything that was in my way

of what I wanted
to get accomplished.

What's the flavor profile?

I think the spice is perfect,
especially on the pepperoni.

I'm hyper-competitive.

My, you know,
neurotic insecurities...

because I was ashamed to say

that I didn't have
any formal education...

actually played in my favor
for making sure

that I always went in
extremely prepared

so that I would make sure
that I could do myself proud

and, you know, not look like
I wasn't equal to the task.

Nice job.
Thank you.

- Appreciate it.
- Thank you, Bryon.

The lack of balance in my life

has caused more problems
for other people in my family.

I have eight children
through my various

marriages and relationships.

My career took first place
over everything else.

My kids, my former wife,
they had to, you know,

put up with the fact
that, you know,

the most important thing to me
was my job and my career.

What'd you have in mind today?

Well, you know,
I want to, I think,

take some of the gray out
in here and here,

and I'd really like
to leave the length alone.

Great.

I've been very instrumental

in the growth of this company,
and we've grown so quickly.

If we want to keep the wheels
on the track, so to speak,

it's really critical that we
expose any flaws or weaknesses

we may have as a brand now.

I'm competing to win an
investment into a business idea.

It'd be great if I win.

While I'm undercover,
I'm gonna be posing as Jay,

who is a tech-savvy,
eco-friendly car nut

from Detroit, Michigan.

My employees are gonna think
that I'm on a new reality show.

Yeah, it hasn't been
that dark in a long time.

You know, I have been out
in the stores a fair bit,

but not near as much
as I would aspire.

So this is gonna give me
a great opportunity

to take a good, fresh,
clean look at what we do.

Tonight,
I'm at the Marco's Pizza

distribution center
in Maumee, Ohio.

This distribution center covers
over 200 stores in 7 states.

Most of the products
are brought into the restaurants

when the stores are closed down.

Hey,
I'm looking for Tom.

- Jay?
- Yep.

This is a very big part
of our business...

making sure that we
have the right ingredients

at the stores
at the right times.

What I do is,
I'm a delivery driver.

I make deliveries
for Marco's Pizza.

We're gonna be unloading
a lot of heavy weight.

This guy looks almost
like one of those

college hippie professors.

He does not have a clue
what he's about to get into.

- I'll drive.
- That's good.

Ooh, there you go.

What all are we gonna
be hauling here tonight?

The food
to the dry goods... plates, cups.

- You name it, we haul it.
- Mm-hmm.

I hope he brought
his big boy pants,

'cause he's gonna need 'em.

Ready?

This job is a beast
on its own, man.

I mean, tonight, man,

we're gonna have to
definitely watch out here.

Recently, probably
in the past two weeks,

they've had five robberies
at the stores.

All local.

At the Marco's stores?

At the Marco's stores.

I believe it was two weeks ago,
maybe three weeks ago,

I went into one of the stores.

When we showed up, the robbers
went out the front door.

- Really?
- We had one guy...

I think it was in Lansing,
Michigan, actually...

the two guys walked up on him
and was trying to rob him.

They ended up putting him
in the hospital.

So it's definitely something
we have to keep an eye out for.

That was news to me.

I was not aware
that we had

had that many problems
at the stores.

Yeah, it's a little spooky.

All right, just watch your step
when you get out of there.

Let me check the place
out first.

All right.

Here, hold that.

At least this place
has got a few lights on it.

Yeah, a few lights.

Still not as lit
as what I'd like.

Yeah.

- There we go.
- Wow.

You know, I know, like,

when we pulled up,
I knew right away

I would not want to be
out here all alone by myself.

All right, welcome to Mr. Cart.

Grab one on each end.

Toss it down.

All right, we got 18 flour
we need to take in.

Holy crikey.

- No time to stop.
- Oh, jeez.

Just think: I do ten stops
a night like this by myself.

Holy Jesus.

You only got
ten more to do.

Whoo.

Stack 'em up there just like
those other ones were.

You got to push it, bro.

Normally, I throw
two bags at a time.

Well, that ain't
gonna happen here.

- I got news for you.
- Come on.

We still got
more deliveries,

and we haven't even done
anything but start the flour.

This is archaic.

There it is.

Beast!

Come on.

Do it with some
enthusiasm.

Brown boxes, 18 of 'em.

Oh, my God.

You're doing good, man.

Ooh, don't lose it
going in.

I got to take a break.

- You won't die.
- I don't know.

Take this off.

I got to take a second.

How bad do you want it?

My legs were weak,

my shoulders.

My arms were weak.

I thought,
"You got to be kidding me.

How am I gonna make it
through this?"

This is a mistake,
I'm telling you.

I can't see where I'm going.

- I'm not doing this, dude.
- Watch off to the side.

- I'm not doing this.
- Watch off to the side.

I'm not doing it.

All I was thinking to myself
was like, "Are you serious?"

I'm not risking myself
falling off that thing.

I got news for you.

- Watch off to the side.
- I'm not doing this, man.

- I'm not doing this.
- Watch off to the side.

I'm not doing it.

I'm not risking myself
falling off that thing.

I got news for you.

Just not gonna do it.

Here, hold that.

We don't have the time
to wait.

When Jay refused to run
that cart of cheese down,

I was about done with him;
I'm not gonna lie.

I do this every night.

It doesn't matter if I'm sick,
if it's hot out,

if it's cold out.

And you've got to do it
for one night,

and you're really
gonna whine about that?

Grab that front box.

- That one's gonna drop.
- Yep.

You ain't gonna give up
on me now, are you?

I can't tell you yet.

Come on, man.

You know how many people
wish they were in your shoes

with even just a slight
chance at winning

the kind of money
you're in line for,

making it as far
as you already have?

You can't stop.

You got to take every chance
you can to get going on it.

You know, Tom knew that I was

competing for this prize money

and what that
could do for my life,

and, man, it was really touching
that he was rooting for me.

I felt him as a cheerleader.

I got faith in you.

Look how far
you've made it already.

And I was really impressed
with that style of leadership.

There it is, man.

Stop one completed.

Ohh.

Yeah, you worked
hard, bro.

- Why don't you have a water?
- Thanks.

And you do this
six days a week?

Five to six days a week.

Boy, you're
a hard worker, man.

I'm telling you.

I would probably kill
for a chance

like what you got going on.

Yeah.

I got three kids at home.

- My wife to support.
- How old are the kids?

- I got nine, eight, and five.
- Cool.

You know, and I missed
a lot of the first steps,

the first words,
stuff like that.

You know, I don't ever
get to see my kids.

I usually am home for, like,
a day and a half a week.

I got a bed in the back
of the truck, a sleeper,

and that's my home.

That's my second home.

I know the loneliness,

the isolation
that he must feel.

So it's difficult to see
somebody else go through that.

Well, brother, we still
got one more to go.

All right, man.

The difference is, is
that his kids are still young.

I made my mistakes
in that style of life,

and, you know, I hate to see
anybody else go through that.

Yeah, I feel like I tweaked
something in my back.

Today I'm gonna be
working at the Marco's Pizza

in Sanford, Florida.

Have a great day, okay?
Thanks for the order.

This Marco's Pizza
recently sold,

so I'm interested
in finding out

if the systems
we've got in place

has transferred over
to the new ownership.

Ten dippers and a regular
chicken Caesar.

Today, I'm gonna be
working with Tyler,

and he's the general manager
of this location,

and I know that everything
that we do as a company

from the top down,
it ends right here.

So it's gonna be a great day

being able to spend the time
in there with him.

- Hi, I'm looking for Tyler.
- Tyler.

Tyler, I'm Jay.

I hope you're
ready to work, sir.

- I'm ready.
- Go ahead and get the shirt on.

- The apron.
- Okay, okay.

Then come get me
when you're ready.

All right, Jay, so first
thing's first in the store.

First thing I do
when I come in the store

is, I do the inventory.

Everything's right here
on the tablet.

Gives you a quick rundown
on everything in the store.

So we're gonna walk
to the walk-in now.

It's simple to do;
it's just counting.

One, two, three.

You know, you can tell
those are black olives;

those are banana peppers.

Sausage.
Bacon.

- Oh, that's bacon?
- That's bacon.

- So it's pizza bacon?
- Yes, pizza bacon.

Already chopped up,
diced, ready to go.

I was looking for bacon
like I eat at breakfast.

Hmm, what do I
do with this now?

That's the feta.

We can look up.

We've got three
bags of feta, okay?

It's pretty simple.

Ham, I've got...
that looks like ham.

- Yep.
- Ham.

I honestly doubted Jay
had ever stepped inside

the back of a kitchen before.

All right, well...

I'll be right
around the corner

if you have any
questions, sir.

Like, what's
the chicken look like?

I mean, chicken's always
looked like chicken to me,

so I don't see what
the struggle was for Jay.

That is the chicken?

Those are chicken wings.

- So mozzarella cheese.
- Yep.

I'm gonna guess
that's pizza cheese.

I wouldn't stick him on top
of my stack of applications.

He wouldn't be the first
person I hired, no.

I'm gonna show you a little bit
on the pizza-making process.

So you look up at your order.

It's regular sauce.

A level scoop
with the black spoon.

And you don't want
to apply much pressure.

Bring it over to your scale.

Zero your scale out.
All the weights are right here.

So a large gets 8 ounces.

Don't use one hand.

You want to grab two giant
handfuls, come above it.

Cheesing a pizza should
usually take about 10 seconds.

Now that this is done,
I'm gonna look at my order.

I'm gonna be,
"Order in at 4:58."

That's the amount of time
it takes to make the order.

Anything under 5
is a great time.

Okay.

Tyler, we're making
nine pizzas right now.

You see, we got a
nine-pizza order coming up.

I'm gonna have you
start cheesing some.

Up here?

You're doing
the one-handed method.

You need to be using both hands
when you cheese a pizza.

Call out your time;
it's 7:15.

Order in, 7:15.

I want you to cheese this one

faster than you cheesed
the last one.

This one's a pepperoni sausage.

So as fast as you can, I want
that pepperoni and sausage.

One, two...

I just wish
I could have lit a fire

underneath of him,
put some pep in his step.

Takes a long time.

You're gonna have
to get that done quick,

because I'm caught up
behind on you.

Okay.

So what was my time?

It was 11 minutes;
that's really bad.

- That wasn't very good, was it?
- No.

Oh.

See you again soon.
Thank you.

The train is moving. I can tell.

- You want speed or accuracy?
- I need both.

And then that's what
you got to strive for,

especially high-volume
stuff like this.

I could never
expect somebody

to get the job done
in 15 minutes.

There's a learning curve.

You might not be able to do
everything as fast as everybody,

but it's the effort
that you notice.

You know, you always got
to start from the bottom.

I started from the bottom,
and I busted my butt

to get to the very top.

You know, everybody
in my family except, like,

me and my sister have been
put in a pair of handcuffs.

Like, I'm the only person
who's graduated high school.

Good for you, dude.

And my mom did
everything she could.

She went without so much just so
me and my sister didn't have to.

At the end of the day,
I want her to lay down

and be like,
"That's my boy."

So I gave up a college education
to, you know, work

so, you know,
my family can make it.

- How old are you, Tyler?
- I'm 21.

That's a lot of stuff
to take on your shoulders.

I was 21, I was out
messing up in life, man,

so you got her buttoned up.

- That's pretty cool.
- Yep.

I come in here, I bust my butt,
'cause I want to go far.

I want to be 35 years old
making six figures,

you know, every year.

I want that salary.

There's a whole lot
of Tyler that reminds me of me.

He's got the drive
and the energy.

He's done a great job
transitioning the store

over to a new owner.

We need to groom him.

We need to get him introduced
to our training tools.

He's somebody we want
to keep in this brand

and do what we can do to help
him get where he wants to go.

All right, so we got
a few more things to do.

Let's go ahead and get on
those right now, all right?

All right.

- I'm looking for Devin.
- That's me.

Coming up...

I was born without...

you're not gonna believe me...
without collarbones.

Jay meets
a hard-working employee

who's overcome great obstacles.

Mainly, the mouth
has been the hugest issue.

I've had over 40 teeth pulled.

And later...

You look exactly like Jay.

- Do I?
- Yes.

The boss reveals
his true identity.

I'm the president and COO
of Marco's Pizza.

Today, I'm in
Huntersville, North Carolina.

This is one
of our newer locations,

but in a short time,

it's become
one of our training stores

where it trains
other franchisees.

- Order up.
- Thank you. Order?

Carry-out for Davis.

I'll be looking for this store

to really be demonstrating
our standards

at the peak of performance.

- I'm looking for Devin?
- That's me.

Hey, Devin.

My name is Jay.

Well, I guess I'm going
to be your mentor here.

So what do you
got for me?

Well, come into the back.

We're gonna learn
how to make the dough.

All right, good.

Here's a hat, shirt,
and apron for you.

I'm gonna be working
alongside Devin,

who is a shift leader for us.

Yeah, looking good.

A shift leader in Marco's

is somebody
who is actually preparing

to be in the management role
for our company.

So first, we're gonna be
rolling dough.

Cut it into strips.

Large is going to be 19 ounces.

- 19.
- Yeah.

Hold this for a moment.

I'm gonna teach you
how to roll a ball.

Like making a snowball?

- Nope, that's completely wrong.
- Okay.

What I do is,
I push in,

and I do this.

- Right?
- Yep.

And then I flip it like this.

Push in.

This is to get rid
of all the air bubbles.

Every one of these
gets done this way?

Every single one of them.

When you're just rolling those
one right after the other,

your arms, you can start
to feel it in your hands.

Oh, yeah.

You know, this process

of hand-kneading
our dough balls,

while it adds a really great
appeal to everything,

it's a grueling job.

Whew.

So this is, like, a big company
that owns all these?

Yeah, so we have...

well, we're based
out of Ohio.

But, like, we don't
hear too, too much

from corporate a whole lot.

No?

I kind of wish we would,

just from a marketing
standpoint,

just 'cause in Ohio, they
don't market as much for us.

We're not very well-known
here in North Carolina,

so everybody's confused.

They either don't
know we're here,

or they don't know that we're
the same company as up north,

just 'cause we don't have...

the marketing is not
very strong here.

If they really just,
like, maybe put an ad

on the radio or, you know,
a commercial here or there,

just for, like, a little bit,
that would be...

that would honestly
be really helpful for us.

From Devin's perspective,

she was talking about the fact
that she feels like corporate

hasn't done enough
to help build the name here.

It's been a bit humbling
to see that some of the things

that we are out there pushing
don't work.

- How long you been doing this?
- About 2 1/2 years.

I've been here
since we opened,

so I actually helped,
like, build this store up.

But I switched to part-time
shift leading now.

I actually just found
kind of a new job,

just a change of pace,
something new.

Okay.

This is kind of like my baby.

I helped raise it,
train everybody here,

so it's hard for me to leave.

I can't just get up and leave.

But, you know,
I'm going to school,

and I'm getting paid a little
bit better over there, so...

Oh, yeah.

But, you know, it's hard
just thinking about it.

I'm just...
This is my home.

Okay.

With the skills that she has

and the training
and experience she has,

we can't afford to lose
somebody that quality,

and it's probably not
that much more money.

Follow me over here.

- This is my favorite part.
- Okay.

Now, this is not a large,
because our larges...

excuse me.

I climb on everything
in this store.

Yeah.

Everybody's like,
"We just cleaned this.

Devin, why are there
footprints on there?"

"I don't know."

So this is gonna be
the hardest part for you,

making this fit that.

Okay.

We go slap, pull.

Pull.

And now we have this size.

- Can you do it?
- 30 seconds.

I'm gonna give it a go.

Okay.

Stretch, pull.

That's good.
Let's try that.

Perfect.
That looks awesome.

Keep going till I fill
the rack, right?

Yep, absolutely.

You're lucky you don't have
to climb on everything here.

I'm just, like, a little
bit under 5 foot,

and that's so unfair.

Oh.

Whenever I was born,
actually,

they told my mom
I was gonna be a dwarf.

So I'm actually a lot taller
than they planned on me being.

I was born without...

you're not gonna believe me...
without collarbones.

Without collarbones?

- No, I don't have collarbones.
- Really?

- I didn't know that.
- Yeah.

My mouth... mainly the mouth
has been the hugest issue.

I had supernumerary of teeth,
so I had a lot of extra teeth.

Really?

I've had over 40 teeth pulled.

- That was the worst.
- Wow.

And you're just absolutely
pleasant as can be.

There's always a little
bit worse out there,

and I don't want
to feel sorry for myself.

Yeah.

I mean, I'm done now
with all my mouth surgeries.

I finally finished.

I'm actually proud of,
you know,

what I look like in my smile.

Like, I love my smile.

I think that's, like,
the best thing,

just because, like,
it took so much work.

- Yeah.
- And I am as happy as ever.

Devin's phenomenal
with all she's been through.

I mean, you wouldn't know
she's been through anything.

Now, see if you can
throw it up like this.

She's vivacious.

Yay!
That was really good.

She's very dedicated
to the work she does.

She's really quality-oriented.

I need to figure out a way
to keep Devin here at Marco's.

So next up, we're going
to be cleaning the dining room.

Okay.

Today I'm gonna be working
at the Marco's Pizza

in McKinney, Texas.

With 60% of our business
being delivery business,

the delivery driver
is the only person

most of these customers see.

Here's your pizza.

And I'm gonna be watching today

to just make sure
that we're giving

that world-class
great experience,

'cause it can't be
just a good experience;

it has to be great
to steal that customer

away from somebody they're
already buying their pizza from.

Hi, welcome to Marco's.
Picking up or placing?

I'm actually looking
for Howard.

- Oh.
- I'm Jay.

Hi, my name's Howard.
It's nice to meet you, Jay.

Nice to meet you as well.

All right, why don't you
come around here?

I'll let you know
that I am

a delivery driver
for Marco's Pizza.

I handle all
the deliveries,

taking them to houses,
homes, businesses,

wherever I need to go.

And so I'm gonna teach you
that today, all right?

- All right.
- Delivery driver today.

- Yeah.
- Okay.

Before we get started,
I'm gonna go ahead

and get you in proper uniform,
'cause you cannot be out

delivering like that, now.

- You got to look proper, man.
- Okay.

Got to fit the style.
Got to fit the style.

So go ahead;
bathroom's in the back.

Go and change and meet me
out front right here.

We'll get you started.

My first impression
of Jay when he walked up was,

"Man, this guy's
taller than me.

How am I gonna boss him
around?"

You know,
I got to lead Jay

how to do the business
looking up the entire time.

Order number 11's
ready for delivery.

That's our first order,

so you want to go ahead
and get that.

Stick that one in there,
should be good to go.

Order number 13's
ready for delivery.

All right, go ahead and get
your next bag prepped

for your next pizza to come up.

Okay, so there's
lots of deliveries.

Oh, yeah.
A typical day,

you can say for a nice shift,

you can take anywhere
between 10 and 20 deliveries.

- Oh, wow. Okay.
- If it's consistent, yeah.

Order number 14's
ready for delivery.

- All right.
- Okay.

Good to go.

Seat belt on.
Safety first.

As a Marco's driver, man, we
have to represent the business.

You want to get the deliveries
there as fast as possible,

but you have to make sure that
you keep good driver etiquette.

So what are
some of the things

that I got to keep in mind?

Make sure whenever you
interact with a customer,

you want to be
positive, bright.

You know, ask them how
their day is going.

Make sure that they know
that we're delivering pizzas,

but we care about
our customers.

Okay.

All right,
here's our destination.

- You're gonna do the talking?
- Yeah, I'll do the talking.

Okay.

You go ahead
and grab the bag too.

Hi, how are you
doing tonight, ma'am?

- Hello.
- This is my man, Jay.

I'm here training him.

This is his
first day delivering.

Go ahead
and give her the pizza.

Okay.

Sign that for me
please, ma'am.

I really like what you're
doing with the house.

I like the decorations;
it looks really nice.

- Thank you.
- There you go.

- Thank you.
- Thank you so much.

- Thank you.
- All right.

- You guys enjoy your day now.
- Okay.

All right, man,
that's all for you.

That's what we work for.
That's what we work for.

Tips, tips, tips.

I'll have to look
this company up.

Yeah, yeah, I really
like the company, man.

Pretty much the food
speaks for itself,

and everything's done
word-of-mouth,

but I think they could do

a little bit more
with the advertisement.

Yeah.

Because, you know, a lot
of people out there, you know,

they don't know Marco's Pizza.

Yeah, I didn't.

I mean, if we're able to get
the word out a little bit more,

that'd be great.

This is the second location

that I've been told
we need to advertise,

because people just
don't know who we are.

So we've got to build
a big noise about Marco's Pizza

in this community so people
know what we're doing here.

All right, so for this
next delivery, I'm gonna

have you take it up there

and actually talk to them,
you know? You know...

Oh, all right, that makes me
a little nervous.

Oh, man,
don't get nervous.

My business...
I mean, I kind of work

behind the scenes
in my business.

I'm not one who meets
with people a whole lot.

All right,
your time to shine.

Hi, I've got a medium
thin cheese pizza

with a garlic butter crust.

- That's it.
- That's it.

You know, it seems really easy
just delivering pizzas,

but it's really not.

There's a lot to remember.

Do you have
the crushed pepper packet?

I sure do.

When you
don't do this every day,

it takes a few moments to really
get your muscle memory down.

You got some pizzas,

and I believe you're getting
some of those great brownies.

You know,
what hand do I hold this in?

How do I hold that?
What do I do with this?

- That look like it?
- Thank you, yeah.

- Thank you so much.
- We appreciate it.

But I did all that,

and I think I got
through it pretty well.

You did a really
good job, man.

All right, thanks.

You go to school
or anything?

Right now, I'm not.

A lot of my time right now

goes to being able to support...
help support my family.

My dad served 20 years
in the army.

He recently retired, and he's
been getting into real estate.

I mean, really, our only
opportunity to come to Texas

came through a family friend
that was like,

"Hey, we have an upstairs
that you guys can stay in,"

and I've been staying

on the couch
for the past three months.

That's where
I've been sleeping.

But right now, it's just me
and my mom and my dad.

Okay.

He came back from
the war with PTSD,

which was really tough.

The first time and the only time
I've ever seen my dad have,

like, a PTSD, like, episode,

it really... it hurt me to see
what happened to my dad.

What actually happens?

Like, you know, they'll
start hyperventilating,

you know, start getting
really stressed out.

My dad was getting
really, you know,

angry, mad,
and, you know,

so you can't really control
your emotions that well.

I mean, and it's just... it's
something else to experience.

My dad's always been
somebody I look up to.

He's probably the greatest
man that I know.

Yeah.

You know,
I can only hope

that when I get older,
I can be just as great as him.

You know,
Howard looks up to his father,

and he's willing to sacrifice
everything in his life right now

to help his father
get on his feet,

and I just think that's one
of the most amazing things

that a young man can do.

All right, just got one more
delivery for the night, man.

- Then we're all done.
- All right.

What a journey
this has been on many fronts.

So as I have been reflecting,

I realize I made the decision
to have a family.

Then I also made a decision
to go out and work hard,

just like Tyler talks about,

work hard just like Tom,

work hard just like Devin.

And that's coming
at an expense...

as a great provider
but not a good family man,

not a great father.

Are you scared?

- How are you?
- Oh, I'm good.

- Yeah?
- You're still in your get-up.

They made me get in it.

How you doing?

I'm good.

This is, like,
fun and crazy and cool.

It's been a really
odd, um, journey,

because I'm hearing
all these stories

that's so close to me,
right?

Guys working all the time,
never home with their kids,

and so I said,
"I got to reconnect

with my kids and my family."

I said, "'Cause
I have literally

sacrificed everything
my whole life,"

I was driven,
but, uh,

you get to this point
in my life

and all the success
that came with it

and you start to really
layer it over the human toll,

I think it was selfish.

It's not.

I mean, you've been
able to give us stuff

that a lot of people can't.

I just...

I'm glad we're here,
and I'm glad I can

be here right now
while you're doing this

and be a part of it,
and I'm...

I just... we've never gotten
to talk like this,

and I'm so glad
we've had this opportunity.

I just want you to know I...

I mean,
I don't hold any regrets

or negative sentiments
or anything.

So that's lucky for me.

I pride myself on being
hyper-competitive.

It's time to be competitive
as being a great father.

We're gonna
go forward from here,

and it's gonna be different.

- Promise?
- Promise.

- Promise?
- I promise.

That's gonna be
one of the big takeaways

for me on this journey,
is really

not so much looking back
on who I've been,

but looking forward
of who I'm going to be.

- I love you.
- I love you too.

Coming up,

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

Jay deserves an investment

to start his own business.

You worked with Jay,
I believe?

Yes.

How will they react

when the boss reveals
his true identity?

I'm the president and COO
of Marco's Pizza.

What?

You know, this journey,
I was truly touched

by many of the lives
of the people I met,

and it also opened my eyes
to my own personal life.

It's more than just work.

I've got
personal relationships.

I've got family members
that have needs,

and I'm gonna be able
to take away from this journey

the knowledge I need
to be a better, whole person.

- How you doing?
- Good, how are you?

Good. You worked
with Jay, I believe?

- Yes.
- Yeah.

Do I look familiar to you?

Your voice sounds
very familiar.

You look exactly like Jay.

- Do I?
- Yes.

My name is Bryon Stephens,

and I'm the president and COO
of Marco's Pizza.

Really?

Oh, hi.

You're actually
on "Undercover Boss."

What?

That's...

Nice.

It's clicking.

Oh, my goodness.

It's awesome to meet you.

Tom, well, I have to say,
of all the jobs

that I went undercover and did,
that your job whipped my tail.

I got to take a second.

I'm dying.

How bad do you want it, man?

- I'm not doing this, dude.
- Watch off the side.

I'm not doing it.

You know, Tom, I tip my hat
to the way you do the job,

the physical demands,

the amount of weight,
you know, you're handling.

You know, I'm committed
to making changes on that...

on those trucks
and looking at ways

to really figure out
how to make it safer,

how to make the job
a little more palatable,

a little more easy.

That would be awesome.

We talked about security,
and so one of the things

I'd like to do is,
I'd like to have you

work with us to explore some
opportunities for security.

You willing to help us out
in coming up with...

sitting on a team to help us

fix some of those issues
we're talking about?

Definitely. Definitely.

Tom, I have a whole
new appreciation

for the sacrifice

that you make personally
for the company.

How's that work for your wife?

'Cause I know that I've got
failed marriages

because of being gone
all the time.

Mm-hmm, it's trying on her
like no tomorrow.

I mean, we do everything
that we can do

to keep things
on the up-and-up.

Tom, one of the things
I really want to do is,

I want to make sure
that, you know,

we're not gonna have you make
the same mistakes that I made.

And I heard about you
sleeping in your truck.

I heard about the kids
calling you.

Tom, I'm gonna give you
$25,000 to take the place

of the overtime hours
that you put in

so that you can stay home
with your family more.

Thank you.

And I'm giving you $20,000

for a vacation of a lifetime
for your entire family.

Does that mean a lot?

Definitely.

I want to help out
with your children.

I want to make sure
they can go to college,

so I'm gonna give
each one of them

a $5,000 scholarship
starter fund

so that they're gonna
have money there

to go to college
when it's time.

That'd be awesome.

Thank you.

That'll make a world
of difference.

And I want to thank you.

I'm overwhelmed
with the amount

that my life's been changed.

This will definitely
give me the opportunity

to do extra stuff
with my family,

be there for the kids,
be there for my wife.

Knowing that somebody
that high up is taking notice

of what you're doing,
it's a life-changer by itself.

Devin, I was very impressed
as soon as I met you.

You had a great smile,

and I could really feel this
contagious energy that you had.

Our first task, I was impressed
by the level of detail.

You follow the procedures
right down to the Nth degree.

- That's completely wrong.
- Okay.

- Push in, and I do this.
- Right.

Slap, pull.

Pull.

Personally,
I take pride in the store,

and I want to make sure
that it's perfect.

Well, that was evident
in everything you did.

And so it's gonna
be important...

as we go forward, I'm gonna be
talking about some things

that we can do to make
systematic changes.

Dough-rolling,
for instance...

my arms got tired;
I have to be honest with you.

I'm getting... my arms...
and I'm seeing you do this,

and I'm thinking, "How does
she keep doing this?"

And you said, "Sometimes,
it's hours' worth

of rolling dough
for big, busy days."

And so I'm gonna focus
specifically on technology,

having a machine that could
actually roll those balls,

so it would make it
much easier for us.

Good. I'm excited.

Like, I'm so happy
to hear that.

And so you talk
about college.

You were telling me that
you're actually in the process

of leaving Marco's.

Yeah. I am.
Sadly, I am.

With the new job, I'll get
a little bit more money.

You know, Devin, I'm willing
to match your salary

from the other employer

if you're willing
to stay with us.

- That'd be pretty cool.
- Yeah.

We hate to lose you,
because you're very valuable,

and I want to give you
$40,000 for your college.

Oh, my God, thank you.
Oh.

That's...
that's a lot of money.

Oh, my gosh,
thank you so much.

Oh, my gosh.

So you told me a lot
about your personal journey.

You know, you talk about
your small stature,

but the fact of the matter is,
you're a giant among people

because of who you are
and how you show up.

So in addition
to the scholarship,

I want to give you
and your family $15,000 cash

to spend on anything
that you need to spend it on.

Maybe a car?

Whatever it is you need.

Thank you.

Oh, my gosh.

Everything's blurry,
'cause of the tears,

but I feel so good.

Like, that... that was crazy.

I think I might combust.
Thank you.

- Thank you.
- Thank you.

I got to give you a hug.

I never thought
in a million years

this would ever
happen to me at all.

This will benefit me
for the rest of my life.

It's crazy thinking about.

Howard, working
alongside you,

I saw somebody who truly
cares about this brand.

We spent quite a bit
of time delivering pizzas.

Sign that for me
please, ma'am.

I really like what you're
doing with the house.

I like the decorations;
it looks really nice.

As drivers,
we represent the company.

Yep.

You actually shared with me

that that store
needs advertising help,

and so I'm gonna commit
to giving that store

$25,000 worth of advertising
that's gonna be going out

in that store, more than
what they're already doing.

Think that'll help
get more deliveries?

Oh, yeah.
Oh, yeah.

Maybe one or two more
a night.

There, there you go.

Your father served
this country very proudly,

and he suffers from that.

Yeah, he does;
he does suffer from PTSD.

So you're kind of... you're
the breadwinner, right?

- I mean, in a big way.
- Maybe a little.

- A little bit, yeah.
- It's tough.

It is. It is.

You know, I would like to,
you know,

get out there
and do my own thing

and live on my own, but I know
I want to support my family.

- Yeah.
- I want to be there for them.

Where'd you tell me
you were sleeping?

Sleeping just
on the couch right now.

Have been for
the past couple months.

You know, I want to alleviate
some of the stress

from your family's life,

so I'm gonna give you $15,000
to pay for housing, furnishings,

and the utilities to get
your family back on their feet.

Howard, you said you gave up
your dream of college

to come here and help out
with the family.

I know that you don't
have aspirations

to be a delivery driver
your whole life,

so I want to help with that.

I'm giving you $20,000 to help
you pay for your schooling.

I could just give you
a hug or something, man.

Thank you.

Thank you.

You're very deserving,
my man.

As one of my delivery drivers,

you're spending 20, 25 hours
a week in your car driving.

I'm gonna give you
a brand-new car,

and it's right outside.

Really?

Oh, goodness gracious.

This is the keys
to that new car

out there in the parking lot.

Thank you.
Thank you so much.

- How does that feel?
- It feels great.

I'm just thinking about
telling my parents.

They're gonna be so happy.

Oh, they're gonna be so happy.

This is
one of the best days of my life

I've had so far ever.

I mean, I just feel great
for being able

to help my family,
you know?

I really want to call my dad,

just let him know
that I love him

and you don't have
to worry anymore.

We have a trunk.

Whoo-hoo.

No more stress.

I never thought anything
like this could ever happen.

I'm gonna take this baby
for a spin.

Tyler, you've got
that energy.

You've got that drive.

You're setting the pace.

You're setting the tone.

And, you know, I was
working on the pizza,

and I remember
saying to you...

I said, "What do you want,
speed or quality?"

- And you said you wanted both.
- I want both.

I see what you're doing.

You're doing
the one-handed method.

You need to be using both hands
when you cheese a pizza,

as fast as you can.

I'll rush you as much as I can.

So what was my time?

It was 11 minutes;
that's really bad.

- That wasn't very good, was it?
- No.

You really impacted me,

because I see a lot
of me in you.

- Mm-hmm.
- The early me.

I think you've got
a lot of potential,

and one of the things
I really want

to do for you
right now, Tyler,

is, I want to give you
an incentive reward

for how you've shown up
and what you've done here.

And I'm gonna give you $5,000

just to be able to use
however you want to use that.

Thank you.

Like...

Thank you.

You know, I'm happy
we can help in that way,

but that's really not all
that I want to do,

because I do believe
you've got more potential.

So, Tyler,
I'm committing $15,000

to get you some of the best

life coaches
and training possible.

I'm gonna sign you up for
two years unlimited classes

for the American
Management Association

so that we can get you ready
to be able to get

everything you want
out of life.

You gonna commit to
the educational part of this?

- That's the big, tough thing.
- Most definitely.

I will do it,
most definitely.

No hesitation.

I believe in you,
and you have proven to me

to be a hard worker and a person
with great character,

and I'm going to give you
a store worth $400,000,

and you will be making,
my friend,

probably between $150,000
and $200,000 a year.

And you will have done
what you set out to do.

I hope this is the beginning

of a long partnership
between us, my friend.

Holy crap, this is, like,
life-changing stuff.

All I've ever done is struggle.

I feel like I'm living a dream.

Like, I feel like
I'm in my dreams right now.

Before, it was a constant
worry of, you know,

"Was the hard work gonna
take me where I wanted it?"

And I know I know
that working

as hard as I have been
has taken me somewhere

and it's given me
an opportunity.

- Hey.
- Hey.

It wasn't somebody
I was training.

It was the owner of the company,

and he's giving me
a franchise... my own store.

Oh, my God, that's awesome.

You don't got to worry
about me no more, Mom.

I love you,
and I'm so proud of you.

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