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Male announcer:
This week on Undercover Boss...

- Hold on!
- Oh, my God!

Announcer: The CEO
of Fastsigns International,

the largest custom sign company
in America,

poses as a recently divorced rocker chick

who has a really hard time keeping a job.

- I'm Louise.
- Okay.

For her age, she's just very hip.

[Giggling]

Are you ready?

Announcer:
By working in the front lines...

Oh, it's cold.

Announcer: This CEO finds out
the field is no piece of cake.

This is a lot harder than my real job.

Uh-oh.

She's a prima donna.

Help!

She needs to suck it up.

[Gasp] A kitty cat. Come here!

Here, Kitty, Kitty, Kitty,
Kitty, Kitty, Kitty.

Announcer: How will she react

when the journey takes an emotional turn.

It's a struggle, and it hasn't been easy.

Um, we actually lost the house today.

- You lost your house today?
- We got evicted today.

Oh.

[Sigh, sniffling]

Announcer:
Find out next on Undercover Boss.

Undercover Boss 3x12 - Fastsigns International
Original air date May 4, 2012

Sync and corrected by atrn97g
www.MY-SUBS.com

Announcer: Headquartered
in Carrollton, Texas,

Fastsigns International
is the industry leader

in custom sign and graphic solutions.

With 530 locations worldwide,

Fastsigns International
has an annual revenue

of more than $300 million.

Overseeing the 4,000 employees
that keep this company running

is one woman.

I'm Catherine Monson.

I'm the president and CEO
of Fastsigns International.

Fastsigns was founded in Austin, Texas

and that really is what
transformed the sign industry.

And they opened a sign shop.

And then they opened a second.
And then they opened a third.

And they found out it was
a little bit challenging to run.

So they decided to franchise,

and very quickly the franchise took off,

and Fastsigns is the largest
sign company in the world.

I started with Fastsigns
in February of 2009,

in the depths of the recession,

and there are some tough choices
you have to make

as a CEO of a company.

There were certainly times
that I was concerned

about how people would feel about me.

But more important than being liked

is doing what's right for the company.

I was born in Washington D.C.,

and by the time I was three
I was in Southern California.

I am the oldest of four.

I'm the outgoing, boisterous one.

I had a childhood that had
wonderful parts to it,

and also not-so-wonderful parts.

My brother Chuck was a big-time surfer.

Then he had this unfortunate
accident when he was 16.

He got out of the water and put
his surfboard up in the sand

and ran down to go body surfing
and dove under a breaker

and hit his head on a sandbar
and broke his neck.

So he's paralyzed from the shoulders down.

He's a quadriplegic.

My brother was in the hospital
for about six months

after he broke his neck.

I was there every day.

Here's this amazing man
who's a quadriplegic

who has an amazing outlook on life

that has created this charity
wheels of mercy

to help people who can't afford
wheelchairs get 'em.

And he's making a difference
every single day.

Certainly, there are people
who have worse childhoods than I

and I would say more people who
had better childhoods than I.

My mom was an alcoholic.
I grew up in an alcoholic home.

She was mean and belittling,

and nothing that I did was ever right.

There was a time where
mother became violent.

She took a big glass object
and broke it over my forehead.

Split my face open.

You know, just crazy things.

And so we actually went to court

and got a restraining order against her.

She went to a public park in Maryland

and shot herself in the chest

with .12 gauge double-barreled shotgun.

We were estranged.

But she's still your mom.

And so I was afraid that
I might be that same way,

so I made a decision not to have children.

And so I'm very work focused.

I made a decision to leave
Southern California

for this position.

And yeah, I miss my friends,

and yeah, there were some tearful nights

where I felt lonely,

but I had some people say
"you're too focused on work,"

"you're a workaholic,"

"you don't have any work-life balance."

At this point in my life, I'm single.

Have been married twice before.

Certainly, I would love
to be married again.

I wanna go undercover to learn
what training and tools

and resources we need to put in place

so that our people can live
our new positioning

of being more than signs
and more than fast.

That's a look.

We're becoming a visual idea company.

Oh, yes! That is perfect.

While undercover,

I'm gonna be posing as Louise Steely,

a recently-divorced rocker chick

who has a really hard time keeping a job.

The people I work with will be told

that I'm a contestant on a reality TV show

called Second Chances

where people who wanna try a new career

get a second chance.

Today, I'm excited to work
with our center manager here

because we're gonna do site surveys.

A site survey is when
you've gotten an order

and now you're gonna go measure

and make sure that you're doing
the right type of sign.

What I wanna find out today is:

Are there any opportunities
that we haven't thought about?

And so I think being at the very
beginning of a project,

doing a site survey,

I'm gonna learn if there's
things we've overlooked.

- It's cold this morning.
- I know.

Do you always have to work out
when it's cold?

Yes. I'm Jenn with Fastsigns.

- Hi, Louise Steely.
Both: - Nice to meet you.

So today, what we're gonna do

is do some site surveys.

So what I'll do now
is just show you some catalogs

just to give you an idea
of what to offer a customer

when you talk to them.

And you're often outside
in this kinda cold weather?

Oh, yeah. Couple times a week.

Oh, it's cold. My feet are frozen.

My first impression of Louise
was that she's a prima donna.

Complaining about being cold,
and it's life, so...

She needs to suck it up.

Okay, so the most common thing
we do are banners.

Okay.

So we can print full-color graphics,

pictures... whatever... to the material.

So the name of this business
is Galt Industries.

What they are is more of like
a construction company.

Their logo's not real flashy.

But it's something that has to be up there

so that people know what it is.

I think the building looks...
kinda shabby.

Um...

So you think they're gonna
make the outside look better?

I think that maybe we ought
to recommend that they paint it.

I would never,
ever say that to a customer,

whether I think it or not.

You don't wanna offend them.

'Cause there's plenty of other
sign companies out there

that she can go to.

What I'll just start doing is

I'm gonna measure this garage door,

take the picture back
to the store and scale it.

It's really important
to take accurate measurements.

You don't wanna make something too big,

and you have your installer come out here

and then you're embarrassed
'cause it doesn't fit.

Bartending is a lot easier.

Just put a little
too much whiskey in the drink

- and everything is cool.
- Oh, okay.

So we'll do that.

About 117.

And what we'll do is draw
the picture of the garage door.

So here's the door.

And then I was also thinking

maybe putting a logo on that door there.

[Gasps] A kitty cat.

Here, Kitty, Kitty, Kitty, Kitty.

Come here!

Here, Kitty, Kitty, Kitty,
Kitty, Kitty, Kitty.

Come here. Hi, come here.

Louise seemed very distracted.

And I didn't even know what to say.

We're here to do a job.

You a cat fan?

I'm just an animal nut.

I hate cats.

If the customer was out here,

I would've been completely
embarrassed that she did that.

We are going to go to another site.

It's a boxing gym.

- Do you see this cat?
- Yes.

Do you believe in reincarnation?

Um...

Anyway, never mind.

People think I'm a little trippy that way.

But I'm thinking look at how this cat

- is totally mesmerized by us.
- Yep.

Honestly, I don't think
that I could have Louise

in my office.

So how long you been with Fastsigns?

I've been with Fastsigns for four years.

It's good because you get some
support from the franchise

as far as the marketing and stuff.

Mm-hmm.

But I think that there's a lot
of things that could change.

Like, a lot of our current clients

get the email marketing and they
just think it's junk mail.

It looks like junk mail.

Certainly, I'm disappointed
to hear that Jenn doesn't feel

that all of our marketing
materials are first class.

And I just don't think that's effective.

I think we need to step back
and take a look

and see if there's something
to what Jenn says.

So where exactly are you from?

I am from Hyattsville, Maryland

which is just outside of Washington D.C.

Oh. I'm originally from Pittsburgh.

What got you from Pittsburgh to St. Louis?

- A bowling scholarship.
- How cool!

Me and my husband met through bowling.

Really?

- And your husband's name?
- Gary.

- Do you still bowl?
- Yeah, three nights a week.

Sometimes I don't see Gary
for two or three days.

- How long you been married?
- Two years.

We've been together for six years.

- What do you like to do?
- Horseback riding.

- For... ever?
- Since I was four.

- Oh, so horseback riding.
- Yeah, I love it.

This is it right here.

This guy wants to get more
exposure to Manchester road

- which is a busy road.
- Okay.

Go ahead.

- Hi! Are you David?
- Yeah, how are you?

I am kind nervous about
Louise meeting the customer.

- And this is Louise.
- Hi, Louise.

- She's training with me today.
- And you are?

- David.
- David. Hi, David.

Nice to meet you.

Don't make... suggestions
that are out-of-the-box.

I think that's really important
for her to grasp that concept.

It worries me.

So I'm gonna let you walk her around

and show her exactly
what you're looking for.

All right, sounds great.

Well, outside's where the sign's gonna go.

All right.

We'd like to see something
on all three different spots.

Okay.

It's either gonna be vertical
or horizontal.

All righty.

All right, I'm gonna see if I
can get in through those bushes.

Okay, 73 and 6. Okay, great.

- Hey, David.
- Hi.

Uh, we've taken a lot of measurements,

and what we're gonna do
is put together some drawings

so that you can take a look at it.

Sounds good. Sounds good.

- All right.
- All right, very good.

Well, thank you so much for your time.

We'll be back to you in two days.

- All right, have a great day.
- Thanks.

I think Louise, at first,
was a little rough.

But at the end she took good measurements,

figured it out.

So I think that really impressed me.

I think you did a great job
of getting the whole idea

of what exactly they're looking for.

Can we hop in the car and get warm?

Of course. Oh, and one more thing.

Would you like to go bowling with me?

- Really?
- Try it out?

- I would love to.
- Okay, great.

- Let's do it.
- All right, cool.

It was so exciting to watch her bowl.

That level of skill is just amazing.

Okay. Ready?

- All right, okay.
- You got this.

[Whimsical music]

♪ ♪

[Laughing]

Damn it!

So my question for you is,
how do you balance...

a job you love, a husband you love,

and passions you love?

When you're passionate about something...

you just make it happen.

You just make time for it, you know?

I would just be passionate
about whatever you're gonna do.

Be passionate. Good advice.

This is my first job undercover,

and I didn't expect it to have
such a personal effect on me.

Yay!

And it really made me
reflect on my passion.

Horses were the amazing thing

that got me through tough times
in my childhood.

And I've kinda put it on hold,

and maybe I need to bring it back.

Oh, that's a good one.

I hit something! I hit something!

But, um, right now,
my commitment is Fastsigns.

Announcer: Coming up...

the boss finds herself
in a sticky situation.

Uh-oh.

Oh, bad.

Got myself into a bit of a pickle.

Announcer: And later,
her patience is tested.

Ooh!

Look at all those bubbles. Oh, shoot.

Announcer: Catherine Monson,

the CEO of Fastsigns International,

is a boss undercover in her own company.

Hi. Louise Steely.

Both: Nice to meet you.

Announcer: Her coworkers think
she's part of a reality show

called Second Chances

about a divorced rocker chick

that needs help deciding on a career.

I'm in Austin today.

This is where the concept
for Fastsigns got started.

And today, I'm gonna be working
in the production area,

which is really the heart
and soul of this business,

and it's all the different things

that go into making signs.

This location is a little unusual

in that it actually handles the production

for three different Fastsigns locations.

So I'm really excited to see
how they manage the workflow

in this busy environment.

But I'll also admit
I'm a little bit nervous.

I've never touched a piece of equipment,

I've never touched a sign.

This is signs 101 for the CEO.

Hello. I'm Sheldon.

I'm Louise.

- My new trainee?
- Yes, I'm your new trainee.

Okay.

For her age, she's dressed very... hip,

contemporary, I guess.

But you know, it's Austin.
We keep it weird here.

Today, I'm gonna teach you
how to do production for signs.

I'm excited. I can't wait.

Okay.

So normally, each store does
their own production.

But we're special.

We do production for three stores.

So we're really busy.

This is kind of a rough idea
what the sign's gonna say.

- "No parking anytime."
- Okay.

I'm gonna take you over here.

I'll show you what we do,

then I'll let you work on
the second one on your own.

Okay.

These are two separate signs.

This is the edge of one sign.

So can I do that on this side?

Sure.

Just kinda like poke it a little bit.

Wow, that's cool.

Okay, the next part...

you wanna take out the little os.

- Okay, the center pieces.
- The center pieces.

And you just kinda pull away.

We try not to make mistakes,

'cause usually we're so busy

we don't have time to go back again.

So I'd better not make a mistake.

Yes.

Uh-oh.

I just, um, stuck... what do I do?

Just... yeah, just like that.

Just peel it off a little bit.

Uh-oh.

Uh-oh. I messed it up.

She's a little... not great
with the knives yet.

But that takes a while
to get the coordination down,

and it's not the easiest thing to do.

The next step is we wanna
put this on aluminum.

So let's go get a preview of the stomper.

So there's really
a machine called a stomper?

It's the stomp shear.

We just call it the stomper for short.

These little edges of the tape,

that's where we're gonna chop it out at.

Just slide it in here,
try to line it up to the blade.

And then now I just step down.

Just step down.

I've never put a sign together in my life.

I don't know what I'm doing.

Sometimes, it's easier
if you get one foot on this side

and step this way.

[Laughing] Okay.

We make signs. We're not making rockets.

Eventually, it becomes second nature.

Yep. Now we go back
to where we first started.

Just like we did on the little one,

- you let the...
- Oh, wow.

It's a thing of beauty.

How long have you been doing this?

I have actually been
at this place for 13 years.

- Wow.
- Yeah.

So how about you?

Where do you see yourself in five years?

The whole reason I got involved

with this TV show, Second Chances

was maybe I have the opportunity
to get a franchise.

Well, the only bad thing
about having a franchise

would be that corporate moves slowly.

We have to compete
against 150 different sign shops

- in this town.
- Mm-hmm.

A lot of those are using the Internet.

Fastsigns has been lagging
behind to get a website set up

to where you can go there
and order a sign online.

- And you don't have that now?
- No.

Sheldon brought up
a really important point

that we, Fastsigns don't yet have

an ecommerce online ordering solution.

We need something like that
to stay up-to-date.

I completely agree with
what he pointed out

as a shortcoming with our company,

and I think that will help
a lot of our franchise partners

grow their business even better.

This one is a lot of signs. 40 signs.

Okay. 40 signs.

- 40 signs.
- Great.

I'm gonna leave you alone,

and I'm gonna go change out
this material over here.

- Scream if you need any help.
- All right.

And don't cut your finger off. [Chuckling]

Good advice.

Uh-oh.

Uh-oh.

Crap. Oh, bad.

Oh, oh.

When I got to do the signs by myself,

I continued to mess up.

I got myself into a bit of a pickle.

Clearly, it takes some practice
to get better at this.

Sheldon!

Help.

I left Louise alone for maybe two minutes,

and she was already having issues.

If you're really careful,

you can get it off again.

Eventually, she needs to be
more independent,

'cause we're not gonna be able
to help her.

We're all gonna be busy making signs.

It would be devastating to Fastsigns

if they had a bunch of Louises like me

working in the production area.

So we're gonna make sure
that that doesn't happen.

Clearly, I'm not good at this.

It takes some time. Ha, ha.

You're a very good teacher.
I will tell you.

Well, it helps to have a little kid

to test your patience.

Really?

Well, I've been a single dad
for a very long time.

I'm not single anymore.

Oh.

A couple years ago, I met Michelle.

We just like had everything in common,

and then about three months in,

we found out she had lung cancer.

[Gasp] Oh, no!

And so... I took care of her for six months

while she was going through chemo,

and then at the end, as a surprise,

I asked her to marry me.

Oh, what a beautiful story.

How is she doing now?

She's doing good.
She's getting her strength back.

Her hair's starting to grow.

We're trying to plan
a wedding on a small budget

and take it one step at at time.

That must've been an amazing
lesson in caring and love

for your son to see you take care of her.

It was a good lesson for him
to learn to stick with people

and you know, not give up on people.

After a day working in production,

I'm certainly humbled
and a little embarrassed

that things that appear simple
really aren't.

This franchise partner is
really blessed to have Sheldon.

So what's next? What's the next job?

Okay, well, let's clean up a little bit.

Okay.

I am in Culver City,

and today I chose
an installer to work with.

I have never applied any kind...

I have not done any installations.

So I don't really know what tools we use.

I don't know what techniques we use.

Hi, I'm Louise and I'm looking
for a guy named Gary.

Gary is in the back.

All right.

What I'm hoping to learn today
is how we install our products

and how we ensure that they meet
our high standards.

- Gary, this is Louise.
- Nice to meet you.

- Nice to meet you.
- Wow.

I didn't know
it was supposed to be a woman.

Well, you know, women can work too.

Oh, of course.

But nobody even suggested
it was she, he, or anything.

Well, today, we're gonna apply
the decals on this truck.

Side, side, back, tailgate, and front.

I'm gonna help with
the first one on the door.

Yeah.

So that way, you get the feel of it,

how we're gonna do this.

You're gonna make me do one by myself?

- Yes.
- Okay, all right.

Hands-on training.

- Let's measure this out.
- Tape measure.

See, we want more.

You wanna tape it all the way across

so I'm about centered.

- All right.
- So we peel it back.

- Only as far as the tape.
- Okay.

Remember, careful with matte.

So this is why we come... use this.

- The squeegee.
- You're pressing out the air.

Just take your time.

I think I can do this.

I think you can do this one on your own.

It's much easier too.

261/2. Where does it say 13 inches?

There's a part of the work that's easy,

like measuring
and get it in the right place.

Ahh! I've got air.

But I had no idea how hard it is

to apply a big graphic
and not have air bubbles.

Look at all those bubbles!

Mm.

Oh, another damn air bubble. Oh, shoot.

Oh, come on. Oh, look what I did.

Okay, this is not good.

It looked easier when you were doing it.

Well, yeah.

Because I'm going slowly.
I'm not pressing hard on it.

You don't think I was doing that?

- No, I saw you were.
- Well, I mean...

this comes with experience,
practice, and also patience.

No one ever accused me of patience.

It seems like Louise is a little bit

out of her comfort zone.

She's kind of impatient.

We all have the idea,

sticker... just put it and stick.

And when it comes to something as a car,

you can't just paste it on.

What did you do before?

I've done a little bit of everything.

I've substitute taught,
I've been a bartender,

I've been divorced a couple times.

I don't understand it.
Marriage is way too hard.

- Yeah, it's complicated.
- That's a good way to say it.

It's complicated.

I'm married right now.
I'm expecting a baby any minute.

Tell me! Is this your first?

- My first boy.
- So you already have a girl?

Yeah, two girls.

One is 18, and the other one is 3.

Cool. Congratulations.

- Thank you.
- That's pretty cool.

- So now...
- We're going off-site

and apply it at a car dealership.

We wanna plan their window decal.

- We got two jobs today.
- Yes, two jobs.

My first impression of Gary
was a bit scary.

He looks like kind of
a rough and tumble guy.

But after just a little bit
of time with him,

it's real easy to see he is a teddy bear.

I could easily have misjudged
the book by its cover.

All right, so where we going?

That's the window that we're
going to do the install on.

Wow, this is really big.

Tape it.

And we start to do the same
thing we do with the oth...

- We could do it down.
- Okay.

[Phone ringing]

I'm gonna step away
for a minute, all right?

- Okay.
- All right.

This is... not easy.

It is really physically demanding,

and there is definitely a skill involved

that has to be learned over time.

I don't have the strength for this.

And you're still not doing
the strokes evenly.

You're almost coating.

So right now, we're going
to take a little break and...

- Oh, I'm so glad.
- Ha.

I would not hire Louise.

I think Louise might be suited
for a job maybe at, um...

Maybe not so hands-on.

- So where do you live?
- I live in Los Angeles.

South central Los Angeles.

- So how long is your drive?
- 21/2 hours.

- Holy crap!
- Yeah, to get to work.

Before I came to graphic designing,

you know, I was a young kid.

I grew up in bad neighborhoods

thinking that everybody
belonged to a gang,

and I thought that was
the way it's supposed to be.

I don't need education,
I don't need nothing.

I got money.

So around 19 years old...

And I went to court,
and as I was going to court,

I see my mother and...

she's crying.

And I look at my daughter,
and she's only a few months old.

And I said "I can't be a parent.
I can't be a son."

"And wow, I've ruined my life completely."

Then I'm gonna live my life right.

In the courtroom,
the judge tells me to stand up

and he tells me today's your lucky day.

He said, "we're dismissing your charges."

I said, "only a miracle can do this."

And that was the day I got released.

First thing I do I'm gonna find
myself a church to get into.

So that's my goal.

Put me in a position
where I can help somebody else.

I'm gonna find a way. Find a direction.

That's really amazing.

It's a struggle. And it hasn't been easy.

And it isn't easy now.

We actually lost our house today.

- You lost your house today?
- We got evicted today.

Oh. Wow.

I have a job and I have my...

That's right, you have a job.

So what are you gonna do?
Where are you gonna go?

Good things come from...
sometimes from bad things.

So maybe it's time for me
to make that change to move.

I've never met anybody
like Gary, on one hand.

And then on the other hand...

he's very much like my brother.

People that have overcome huge obstacles

and are living their life
with grace and love

and working to help other people.

Let's go ahead and finish it off.

I think it's getting kinda dark.

I might need some help
with you to get this done...

Okay, let's get this done.

Before we have no light at all.

I have to tell you, I'm really
moved by you sharing that story.

That's quite an inspiration.

Announcer: Coming up...

Just hold on!

Announcer: The boss is faced
with some emotional highs.

Ooh!

Ooh!

Announcer: And later, some emotional lows.

I've really not done
things to take care of me.

I'm in Phoenix today.

I'm actually working with one
of our franchisees.

I've met this guy,

but it's important that I take this risk.

Because typically, when I go in
and visit franchisees,

they're saying the stuff
they think I wanna hear.

And I think going in as Louise
will give me a better view,

and I might find out
really what's happening.

- Hey, are you Scott?
- Scott's right over there.

Scott's up there?

- Scott!
- I'll be right down.

I have to go up in that thing?

- It's safe.
- You're not up in it.

Hi, I'm Scott Kohler, nice to meet you.

- Hi, I'm Louise.
- Hi, Louise.

- Is that safe?
- Of course it's safe.

- We have a harness for you.
- Okay.

And today, we're gonna be putting

a set of letters
on the side of the building.

Okay, cool.

I was kinda surprised.

I expected someone that was
a little bit more...

I guess business-oriented.

Where can I put my purse?

The all-black... that kinda
surprised me a little bit.

These are the letters
that we're gonna be putting up.

The company's called NRG Energy.

We've already prepped the letters.

We've already put the studs in 'em.

So we're gonna go up.

We'll mount the pattern on the wall,

we'll get it in place,
and then we'll drill holes,

and then we'll mount the letters.

Are you ready for this?

Totally ready. [Nervous laugh]

Okay, so we have a harness for you.

Is this a trapeze act or something?

[Chuckling]

All right.

Is that a look or what?

[Both laughing]

Are you ready?

What up, "G"?

Ooh!

The higher we get,
the more bouncy it gets.

Oh, my God!

[Gasp]

- Just hold on!
- Ooh!

Um...

I really got scared.

But it's not so much the height.

When it was smooth and stable,
that was cool.

Ah!

Then when it started to wiggle around,

that was a little unnerving.

How long is it gonna take us
to do this deal?

This pattern has 32 holes
that need to be drilled.

And it's normal for this thing
to move this much?

When you're up this high, yes.

Ooh!
[Chuckling]

Okay, so now, what's the next deal?

We drill holes.

And are you ready?

Do I look straight and level to you?

Straight and level
and pull the trigger and push.

- Is that right?
- That's perfect.

28 more to go.

I think I'm just having
a little tiredness in the arm.

Do you wanna drill a couple holes?

I don't feel like she's done
a lot of manual labor.

It's all right.

We probably need to go up a little bit.

She drilled about 15, 16 holes

and she was ready to take a little break.

Ah, five maybe.

So, um, why did you decide
to own a business

rather than be an employee?

Um, it's kind of the American dream

to own your own business.

My wife calls it my mistress.

You know, that's what keeps me
away from home,

out late at night.

So how many hours do you work a week?

You know, 50, 60.

So it's usually at least a ten-hour day.

You know, there's nothing
in my shop I can't do.

There's not a piece of equipment
I can't run.

You know, when we've been
short-handed or...

When times were tough
and I couldn't afford

to pay someone to install 'em,
needed to be able to...

to be able to do it as well.

So there's no class that you go to.

- Nobody trains you on this.
- Not that I'm aware of.

- You learned this on the job.
- Yes.

We're not providing our franchise partners

the training that they need
in these kinds of projects.

And that's something that I'm gonna change

when I get back to the office.

My wife says that I should be
stricter with my employees

like I am with my daughter.

- You have a daughter?
- 21/2.

Her name is Maya. We adopted.

Oh, you adopted.

Yeah, my wife Julie has M.S.

And she did chemotherapy
as a treatment for that.

Ah.

We were trying to overcome
the effects of the chemotherapy,

and it just, uh, didn't happen.

You have kids?

I was never able to have kids.

- Didn't want any?
- Wanted some.

Just not real good timing on those things.

We were really fortunate.
She is my number one.

Seeing the way Scott's eyes lit up

when he talked about his daughter

really made me reflect on my decisions...

not to have any children.

And I suppose if given
the chance to go back,

I might do it differently.

- I think we got 'em all.
- That's it.

You just wanna pump
some silicone in the hole.

And then... that's all we do?

That's it.

Julie's M.S. is it like doing well?

It's not fixed forever.

In fact, she actually had
an infusion today.

So are you gonna try
to adopt another baby,

or is one the right number?

Um, I would definitely adopt another

if the opportunity arises.

It's really motivating
to see how committed Scott is

to his business.

As well, he's really committed
to his family.

Oh, look at that. That's perfect.

- That's perfect.
- That's perfect.

To have that kind of love in your life

is a really special thing. [Sniffles]

I mistakenly thought that going undercover

would actually be easy.

It has given me such an added
appreciation for our employees.

I really need to make the
company a better place for them,

and for our franchise partners.

It was as much personal growth for me

as it was business growth.

I made a decision three years ago

to accept the job of CEO of Fastsigns

and leave my friends and leave my family.

And I don't regret that,

but I've really not done things
to take care of me.

Today, all the employees
I have worked with

are gonna be coming to a place
that's very special to me.

An equestrian center
in Laguna Hills, California.

All the employees believe
that they are weighing in

on whether or not
I deserve a second chance.

[Chuckles]

Wow. Hello.

Hello. Do you know who I am?

No, I don't think we've ever met.

I think I trained you last Saturday.

Do you?

Yes, you are Louise, right?

I'm Catherine Monson,
CEO of Fastsigns International.

Oh, my God.

This is surprising, what's going on now.

What're you doing here? [Laughs]

Well, I hope I didn't disappoint you.

You did not. Sheldon...

I messed up, made mistakes,

ruined signs, and you never
lost patience with me.

I was just blown away.

You highlighted a real weakness
of our companies.

- The website.
- So I want to share with you,

'cause I'm very excited,

that we are in
the testing phase right now.

- Excellent.
- I would like you

to be part of our test group.

- Would you be interested?
- I would love to do that.

We'll make sure we pay you for
that time away from the office.

You're too kind.

And so you have a big day coming up.

In about three months,
we're gonna get married.

You've had a very hard,
trying, challenging time

early in your relationship,
battling cancer,

fighting it back, winning...

That I would like to treat
you and Michelle

to a honeymoon of your dreams.

Oh. Really?

As a gift from Fastsigns
and from me, $10,000.

Wow.

I am excited to tell her,

because she's gonna just explode.

I mean, she's gonna think
it's the coolest thing ever.

That's very generous. Thank you.

You guys have some medical bills.

Yes.

She had a collapsed lung,
she had the radiation,

- and then she had the chemo.
- Wow.

Well, that's what you sign up
for, for better or for worse.

Well, I would like to give you

$50,000...

- Holy...
- To ease some of that pressure.

Are you...

you're kidding me, right?

You don't really have to do that, though.

That's a lot.

[Crying] It would be my dream

that I could sometime in my future

find a man who would stand by me

like you've stood by Michelle.

Well, everybody should
have somebody like that.

I want to hug you. [Laughs]

Okay, then just hug me!
Come on! Don't be waiting!

You're awesome.

I kind of feel peaceful.

You know, like I...

I can kind of relax a little bit,

and, uh, enjoy life a little more.

- Thank you.
- All right.

You know, I'm just shocked.

Jenn, it is very clear
that you are driven,

and what really disappointed me

is that you felt that
our email marketing campaigns

- looked like spam or junk.
- Mm-hmm.

I'm really excited to tell you

that next month at our convention,

we're gonna unveil
a whole new look and feel

to the Fastsigns brand.

I can't wait for you to see that.

Awesome.

You also shared with me
that you're busy with bowling,

and Gary's busy with his,

and that sometimes
you never see each other.

Yeah.

But I think you need
to spend some time together.

So, I am gonna give you $10,000.

Oh, my God.

With the caveat...

You have to use it on a romantic vacation.

[Laughs] That's amazing.

Wow. Thank you.

You have taught me the lesson

that if I'm really gonna be
the best CEO possible,

I want to have a life
that's balanced like yours.

I want to encourage you to chase

your passions and your dreams even more.

And I'd like to give you $20,000.

What?

Oh, my God.

Wow. For bowling?

- For bowling.
- Oh, my God.

For whatever you want.

- Thank you. Wow.
- You're very welcome.

It feels amazing to have

the recognition that I'm doing a good job.

It's really important to me that
it's appreciated at my level

from somebody like Catharine.

- Thank you.
- Thank you for everything.

I'm frikkin' excited.

Scott, I have to tell you,
the day with you,

I had so much fun.

I'm glad.

You... almost killing me on the lift,

the way you made it sway back and forth.

You liked to make me shriek.

It was a great experience for me as CEO.

Thank you.

You had to teach yourself how
to do those kinds of installs.

We didn't provide any training.

I really think the kind of job
that we did together

is the kind of job that
every Fastsigns should do.

Thanks to your inspiration,

I'm gonna put together a training program

to teach our franchise partners
every step along the way.

I think that's incredible.

You shared a story

of getting blessed
with this wonderful baby,

and I see you light up
when you talk about Maya.

I'd like to give you $10,000

to put in a college fund for Maya.

I'll gladly accept. [Laughs]

Thank you.

She is my number one.

The most important thing.

I made a decision

not to have children,

because I was afraid that
I would turn out like my mother.

And I really have not
regretted that decision

until I was on that lift,

and you talked about Maya the way you did.

I really respect how you
get involved in the business

and do installations,

but I also want you to be able to spend

the time that Maya deserves
as she's growing up,

and the time that Julie deserves.

I would like to give you $15,000

so that you can be at home
with Julie and with Maya.

[Exhales]

God has blessed me with her,

and, um, I'm... I'm just

so thankful that I have her.

And my wife, and just, life is...

even though it's hard, life is good.

Life is good.

My daughter Maya means the world to me.

Whatever Maya's opportunities are,

we'll be able to... to afford that.

- Bye. Thank you so much.
- Thank you. Thank you.

It's incredible.

[Exhales]

Gary.

The biggest gift for me was to see a man

who made a lot of mistakes,

and now has turned his life around

in the most amazing and beautiful way.

Thank you.

I want to give you

the best opportunity
to just continue to grow

in your Fastsigns career,

so I am going to bring you out to Dallas

where our corporate office is, for a week,

and put together a customized
training program for you,

teaching you all the tricks of the trade.

All expenses paid,

as well as your salary during that week.

And to have this opportunity to learn more

and have it presented to me as a gift...

I'm really grateful.

I know how much your church has helped you

and the importance that that
church has in your life,

so, I would like to give you

something for you to give your church.

$15,000.

The church is about to close down

because they couldn't pay their dues.

Thank you, Jesus.

And there's something else
I'd like to do for you.

I so respect that you make

the long 21/2-hour drive to work,

and I know how difficult it can be

when you don't have a dependable car.

So I would like to give you a new car.

[Sobbing]

We've been trying to save up,
but we can't.

We've been trying to get a car,
but we can't.

I love you. Thank you.

It breaks my heart to think
of you and your family

being evicted from your house,

so, I'm gonna give you $50,000.

[Sniffles]

Thank you.

Our prayers have been answered,

just in one day.

All of them get answered in one day.

This doesn't happen to people like me.

This... this is...
I'm not supposed to be here.

It's supposed to be somebody else.

I'm gonna tell you that
I don't believe that's true.

You're gonna be an inspiration
that brings lots of other people

out of the darkness, into the light.

- Can I give you a hug?
- I would love a hug, Gary.

This doesn't feel like it's real.

Almost feels like a dream.

I'm still in shock.

[Sighs]

I've really learned, from
the people I've worked with,

of the importance
of better balance in life.

And so there is one last stop
that I need to make

before going back to the office. [Knocks]

The people we love are so important to us.

I need to invest more time in family.

Brenna!

- How are you?
- Good. How are you?

- So good to see you.
- I missed you.

- Hey, bro.
- So good to see you.

It's great to see you.

It's so great having all of us together.

It's been so long.

Oh, you made me a welcome sign!

The love and relationships
that we have with our family

far exceed anything
we could ever accomplish

in our business lives.

[Laughs]

Just good to be back.

This whole experience is gonna make me

not just a better CEO,

but a better person,
a better friend, a better aunt.

It has truly enriched my life.

I just wanted to tell you
how proud I am of you.

And how much I admire you.

Thanks, Chuck.

You rock.

And very glad to see you.
It's been too long.

[Laughs] It's been too long. It has been.

- Yeah, we miss you.
- Same here. Same here.

Sync and corrected by atrn97g
www.MY-SUBS.com