All language subtitles for Undercover.boss.S07E02.W4F.English-WWW.MY-SUBS.CO

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

Tonight on "Undercover Boss"...

Shawnon Bellah,

Chief Operating Officer of
Nestlé Toll House Café by Chip

goes undercover in her own company.

Your eyebrows are on fleek.

Do I say that?

Don't do that. Don't do that.

By joining her employees
on the front lines...

All right, good job. Let's get it, go.

Oh, my lord.

This tough leader...

This is like torture.

Will meet the people who
keep her company on the rise.

We got to pick it up a little bit.

Yeah, yeah, yeah, yeah.
Oh, I forgot something.

While undercover, she'll
get lost in the mix.

There you go. Put some back into it.

That dinosaur looks like
he's already extinct.

I wish I had more support
from the corporate offices.

And what will happen
when she finds out

that her leadership style
is burning the batch?

They told me they were out of stock.

I'm pretty sure if someone
from corporate came up

and saw I didn't have 'em,

then I'm sure I'd get in trouble.

We get audited through our camera systems.

The VP of the company will make dinner,

open up her laptop and
leave the feed running.

Corporate is everywhere.

They are Big Brother.

Find out next

on "Undercover Boss."

Headquartered in Richardson, Texas,

Nestlé Toll House Café by Chip
is a string of dessert cafés

based on the iconic
Nestlé Toll House cookie.

With 147 locations
and 1,600 employees...

Here you are.

This fast-growing chain
is rising to the top.

Making sure the future stays sweet

is one woman.

I want everyone across
the world to be able to say

that they've tasted a Toll House cookie,

and it is the best cookie
that they have ever tasted.

My name is Shawnon Bellah,

and I'm chief operating officer

for Nestlé Toll House Café by Chip.

The foundation of our product
is the Toll House cookie.

It has a nostalgia about it.

They're warm, they're homey.

I mean, that cookie just...
it brings families together.

The company licensed its
name from Nestlé in 1998,

and opened shop in the year 2000.

The brand grew its
revenues moderately

to around $20 million
with 60 locations.

I joined in 2008

and we grew to nearly 150 locations

with more than $55
million in revenue.

Last year alone, we sold
over 17 million cookies.

Six months ago, I
was promoted to COO

and we're focused on
dominating the cookie market.

We should be a $500 million company.

That's our goal.

This goal will be accomplished.

Thank you.

What makes me different is I didn't come

straight from college

into a board room and do this job.

I knew by not having a
degree that the only way

that I would be able to excel

was to work harder and
faster than those around me.

And that's exactly what I did.

When I became Vice President
of Operations in 2010,

I developed all the manuals,

developed the recipe books,
the training practices,

for the entire company.

It took about 70 days

for me to change the trend of the business.

We were negative for nine months straight.

Ever since then,

we have had positive
sales, positive growth,

and that is why I was
promoted COO this year.

I'm involved in every
aspect of the company.

Okay, so the feedback last year

was that you couldn't taste the pumpkin.

So what'd you guys do? Just
added more pumpkin spice?

We added a little bit more pumpkin spice.

Okay, what else?

My team members will tell
you that I'm a tough boss.

I have high standards for myself.

Therefore, I have high standards for them.

Thank you, guys.

And also, as COO of this company,

I'm heavily involved in
our corporate locations.

We utilize our corporate
cafés to test menu items,

training standards,

before they actually
roll out to everyone.

I have the technology

so that I can see these
corporate locations

from my computer

and see how their business
is actually doing.

Whenever you come onboard here,

there has to be a
passion for the brand.

You have to be a brand ambassador

in everything that you do.

And I need to keep pushing
to make sure that they are.

I'm running one of the top
500 businesses in the U.S.,

but I also have a responsibility at home

as a single mom.

How are ya?

- Yay.
- Good.

I've been divorced now for two years.

I have two children.

Show me the cheer that
you guys learned today.

Okay.

♪ We'll rise to the top ♪

Very nice.

I am a very strict parent.

The list I left this morning.

How did you guys do? Bethany?

I finished everything
except for my algebra.

So you're gonna work on that now?

Yes.

I push them. I challenge them to be better.

I'm teaching them
what it takes to win.

How's that coming?

Good.

- Hey.
- Hi, how are you?

Good. I'm thinking blonde.
I've never been blonde before.

Maybe some tight curls.

- Can it be done?
- Oh, definitely.

Since coming on as COO,

we've sold over 80
franchise locations.

But I want to insure that

we're setting ourselves
up to continue to grow.

I want to go undercover
to really find out

what's going on in the cafés.

In order for us to set ourselves apart,

we have to deliver an
exceptional experience

over and over again.

While undercover, I'll
be posing as Kristy,

also known as K.J.

My employees will think
I'm on a reality TV show,

trying to win $250,000 to
open my own baking business.

I'm so well-known in this company

I'm going to have
a drastic disguise.

I've dyed my hair...

- No way.
- Voilà.

I've changed my eye color,

and I have a complete new wardrobe.

Let's do this.

Surprise.

Mom.

So, what do you think?

Oh, my.

I need some pointers from you guys.

How do I act cool?

Do I just kind of do,
like, a sway, like this?

- Don't sway.
- Don't do that.

Do I talk like, "Hey, dude."

No.

- Hey.
- Yo, brah.

Your eyebrows are on fleek. Do I say that?

'Cause I heard your friends say that.

Sure.

- Bye.
- Love you.

Love you too.

I don't know what tomorrow will hold,

but I'm ready for it.

- Bye.
- Love you.

Today I'm in Tucker, Georgia

and I'm visiting the CSM Bakery
Solutions manufacturing plant.

This is one of our third-party
manufacturing plants

that actually supplies
us with all our icings.

I've never been to the
icing facility before.

Hi, I'm here to see Anthony today.

But to deliver a fantastic cookie cake,

you have to great icing to go with it.

That sets us apart
from our competitors.

- Hey, how's it going?
- Hi, how are you?

- Anthony. I'm good. I'm fine.
- Kristy Jones.

I'm so excited to work with you today.

You're gonna have a great time.

Let's go ahead and get suited
up so we can get to business.

Okay. Thank you.

My first impression
just by looking at her,

I was like, "Wow, she's very attractive."

She doesn't look like she's built

for manual labor in this facility.

Well, let's go ahead and get started.

All right.

- We make a lot of icing.
- You can smell the sugar.

Exactly.

And you've worked here for how long now?

- Ten years.
- Wow.

That product that they're making right now

is cream cheese icing.

- Oh.
- Yes.

The majority of this line consists of

a lot of ingredients being put in.

The most important thing
is you follow your recipe.

Now you want to hold that secure.

Has a little weight to it.

You just want to pour it down in there.

Real slowly.

- Yes.
- How's that?

Yes, it's looking good. Looking real good.

You make it easy.

So this is where you're
gonna make your first batch.

Oh, my Lord.

I mean, honestly I'm... I'm really excited,

because, you know, I
never really got a chance

to just watch anybody work,

but they say, "Kudos!"

I'm good to go, man, what's happening?

Okay, so, cream cheese.

I hope you slept good last night.

All right, good job. Let's get it, go!

- All right.
- Oh, my God!

Whoa, whoa, whoa, whoa!

Baby, take it easy.

You got to put your back into it.

Oh, my God.

Oh, yeah, you're gonna
sleep good tonight.

All right, good job. Good job.

There you go Put your back into it.

Oh, I'm loving this.

- Ah!
- Yeah, that's a workout.

K.J. probably didn't
think that making icing

was as extreme as it was.

- All right, now, let's roll.
- I got it!

- There we go.
- Ah!

She gave me a look today like,

"Oh, wow, you guys do
this for eight hours?"

Oh, my God.

Uh, exactly.

I don't know about you, but
I'm a... I'm a Yankee fan.

So, uh, it's almost batter up.

- So you like the Yankees?
- Yeah.

Do you ever see 'em?

No, unfortunately, I
haven't. Never seen 'em.

Okay, our next batch.

- No! Another batch?
- Oh, yeah.

Oh, my Lord.

- You all right?
- Yeah, I got it.

Okay.

Oh, my Lord.

Getting back there and seeing
how our product is made,

I'm struggling.

- Let's go.
- Ah!

I'm lifting 50-pound bags of this stuff

and you have to work fast.

We got people downstairs.
They're a little angry at you.

- Oh, no!
- Waiting on this product.

It's demanding physically.

Look at the bright side.
You only got five left.

Mentally, I can't hear a thing. I'm hot.

Whoa!

It's tough. It's very tough.

- You all right?
- Yeah.

You ready for 12 more?

Yeah.

Well, if all you do is
smile, it helps, does it?

I'm super excited that
Anthony is responsible

for the icing that goes to our stores...

You just made a great batch.

I'ma give you a taste test downstairs.

Okay.

Because I know that it's
been made with care.

It's recipe right, and
he does it with a smile.

Here we go. The good stuff.

You're tasting your work.

- Wow.
- Oh, it's beautiful, isn't it?

Oh, my gosh.

This icing that we made today is for?

We really don't know... well,
I really don't know I'll say.

I would love to know who gets the product.

Interesting.

Once I put my best foot
forward of making this product,

you know, it really means
a lot to me, you know?

I give a lot of effort
towards batch-making,

and this is... it's a great experience

and it's a great product.

Anthony loves the
product that he's making.

He has no idea who's selling it.

It's much more than just
going into the tubs for us,

because that icing

impacts the lives of
our franchise partners.

and he's a part of their success,

although he has no idea.

He just thinks that he's making icing.

Well, what keeps you
motivated, though, like...

- Ten years.
- People, I'm a people person.

It's a great company.

- And I have five kids.
- Oh, wow.

Yeah.

So, you know a little
bit about the competition

and I'm competing to win $250,000.

If you were in my shoes

and you were destined to win that $250,000,

what would you do with it?

Maybe you wouldn't open anything.

I think I would really try
to get my mom better care.

- She has sarcoidosis.
- What's that?

Like a type of inflammation.

It's like a breathing disease.

She's, like, my everything. She's my hero.

Anthony just really embodies
a passion for what he does.

He's been making my icing

since I've been selling
icing for Nestlé Toll House.

I wish he knew that it was for me.

I wish he knew the impact
that he's had on me today.

He's very special.

I have some more stuff to show you.

- Okay.
- I need you to come with me.

- All right.
- Mm-hmm.

Coming up...

I wish I had more support
from the corporate offices.

How will the boss handle
a frustrated franchisee

when she comes face-to-face
with the truth?

They are supposed to go
through a month's training

and I had a week's worth of training.

And later...

Corporate is everywhere.

Always watching. Yeah.

These guys right up here.
They are Big Brother.

She discovers her recipe for
success is starting to crumble.

The VP of the company
watches the cameras for fun.

I'm...

Today, I'm in Athens, Alabama

in one of our franchise locations.

I'm excited to be at this café

because it's one of our locations

that has a drive-thru.

I've never seen actually
how the drive-thru works,

and I really know nothing about it.

Thank you. Y'all have a great day.

So I'm looking to
see if the drive-thru

is something that we want to
do more of in our concept.

What up, what up!

- Good morning!
- I'm K.J.

- I'm Bridgette.
- Bridgette, nice to meet you.

So glad you're here.

I was, uh, very annoyed
when I walked up today

because the closed sign was on.

- What time you open?
- We open at 12:00.

Okay.

There's a missed
opportunity with a drive-thru

right next door that serves
coffee and breakfast items.

We too serve coffee
and breakfast items,

so we should be open for business.

Um, we have our regular
chocolate chip cookies,

we also our snicker doodle,

and then we just have
our regular sugar cookies.

- Those are pretty.
- Yes, I love red.

I mean, really, my
favorite color is yellow,

so this is, like,
definitely the perfect job.

Okay, and so the drive-thru...

Our speaker's actually broken.

- Okay.
- But it will beep.

- It'll let you know.
- Okay.

And they'll come up to the window

and they will tell you what they want.

That must be hard, to
be here and to be there.

And... oh, yes, definitely.

You're just walking back in circles.

So I'll show you how to work the register.

You are gonna press, "New invoice."

The speaker was broken.
To me, it's not okay.

Don't want to leave something wrong

and then just put a Band-Aid on it.

It annoys me, because we
have systems and standards

in place for the drive-thru.

So that's not the solution.

That beeping noise is actually

someone's in the drive-thru right now.

Oh, they're reading?

Yes, they're reading everything they want.

- Oh, they sure are.
- Yes.

Here they come.

- Hello.
- Hi, there.

Can I get a regular vanilla latte, please?

Anything else for you today, ma'am?

- That'll be it.
- Okay.

16 ounce. $4.67, ma'am.

I'll be right back with your order.

We have the buddy guide there.
It's pretty self-explanatory.

And then you're going to get vanilla,

and you're going to hit this...

it stirs it up and kind of mixes it.

Here you are, ma'am.

Would you like any napkins
or anything with this today?

- Um, yes.
- Here you are.

- Okay, have a great day.
- Thank you, you, too, ma'am.

And I am going to let you get
this all by yourself, okay?

Hi, there.

Welcome to, uh, Nestlé...
Nestlé Toll House Café.

Uh, can I have two chocolate
chip cookies, please?

Two chocolate chip?

I've never worked a
drive-thru in my entire life,

whether it's fast food or anything,

so this could get a
little scary today.

Here you are.

- Thank you so much.
- Thank you.

How are y'all doing today?

- Hi, there.
- Hey.

- How're you?
- I just want an iced coffee.

Okay.

- Is this gonna be all for y'all today?
- Yes.

Bridgette, I got to do
the iced vanilla latte?

Okay.

- Yep.
- I'll follow it.

Remember, K.J., you're
working at a drive-thru.

One of the things that
K.J. did not do that well

was just speed.

It doesn't fit.

That one, up there?

- Did you get that one?
- No, I got it over there.

Oh, yeah, those... that one.

She's just trying to get
too ahead of herself.

- She needs to breathe.
- Hi, there.

- I've got frappés.
- Mm-hmm.

Turtle and, uh...

You said turtle frap... no, Butterfinger.

Oh, I forgot something. No, I didn't.

Did I forget anything? No, I didn't.

I didn't forget, did I?

She was just... she's pretty slow.

We got to... we got to
pick it up a little bit.

Yeah, yeah, yeah, yeah, yeah.

Oh, they're honking.

I mean, down here in
the south, we talk slow,

but that doesn't mean
you have to work slow,

and she needs to pick
up the pace a little bit.

It's 104 and 105. They should have it out.

Working the drive-thru...
it's challenging.

Especially if you're working
the store by yourself,

you're all over the place.

Here you are.

I'm getting a lot of orders for frappés

and one thing I noticed here

is they actually don't have our...

our current recipe in place.

I had one of my
field operations team

in here about a month ago,

and I'm surprised to learn that

they're executing the wrong smoothies.

- Here you are.
- Look at that.

Thank you.

So how did you like the drive-thru?

- I was a little nervous...
- Really?

Talking to them.

I could tell you were a little nervous,

but I think you did a
really good job overall.

Okay, good. How long have you been here?

Five years. Five years
this month, actually.

Oh, wow.

Are you in school here?

Well, I originally went to Troy University,

which is about four hours south of here.

And I was diagnosed with Graves' disease.

What is that? What's Graves' disease?

It's hyperthyroidism and
it affected everything.

I don't really know how to explain it,

'cause I might... you know, I might tear up

because it's really sad.

I decided I was gonna move
back here after I got sick

because my doctors were close by.

Oh, everybody's here?

Yes, well, except for my brother.

- Except for your brother.
- See, I have a twin brother.

- Oh, you do?
- Yes.

Yeah, so, he goes University
of Alabama, actually.

Oh, really?

Yeah, so we're kind of far apart.

It just really hurts my heart,
because, you know, twins...

you're being raised together...

- All the time.
- Right.

It just sucks. I'm back here now.

How does that impact you though, every day?

Does it?

It doesn't anymore, because
it's kind of under control.

But at first, I couldn't...
I had to take the year off,

pretty much, so I'm behind in school,

and I have to come back here and work.

I mean, I love this
place, don't get me wrong,

but I wanted to... this
is not where I saw myself.

Where did you want to be?

I wanted to be graduating college,

'cause I wanna go into marketing...

Oh.

But I want to do something where
I could open my own franchise

by the time I was, like, 27, 28.

You want to do a Nestlé Toll House too?

Yeah, I want to have my own franchise.

Good for you.

What I found in Bridgette
that's a lot like me,

is she only takes yes for an answer.

She only wants to win, that's it.

It doesn't matter what it takes.

It doesn't matter how
hard she needs to work.

I wish I could just put her in a box

and put her on the plane with
me and just take her back.

- Hi, guys.
- Hi.

- How are you doing today?
- How are you?

Good. K.J., this is
Sascha. Sascha, this is K.J.

- Hi. I'm the owner.
- Nice to meet you.

Nice to meet you. How are you doing today?

Good.

I've never been to this café,

but the franchise owner
actually knows me personally.

K.J. is actually the
contestant that I'm training

so she could open her own pie store.

I've met Sascha at our national...

our annual convention in March,

so hopefully I'm not discovered.

How are you liking it?

- It's a lot of work.
- It is a lot of work.

Do you like the customer part of it?

Yeah, I like the interaction.

I'm just a little overwhelmed
on the financial side of it.

You know, if I win this, what do I do?

Well, find the storefront
that has good trafficking.

Being a street café and not in a mall

- like everybody else is...
- Yeah, yeah, yeah.

It's harder to do like everybody else,

'cause I don't sell to the mall.

I don't open at 5:00 in the morning,

they can't smell my coffee.

There's a lot of things I
wish I'd had that I don't have.

More support from the corporate offices,

since I am a franchise owner.

They are supposed to go
through a month's training

and I had a week's worth of training,

so I'm having to learn a lot all on my own.

Do you understand it now?

Not really. I'm still learning.

I want to learn all I can to do it,

'cause I would love to be
able to sell the Nestlé brand.

You know, I just want to do
it to the best of my ability.

Sascha has a passion for this brand,

and you can see that.

She's telling me and sharing with me

that she didn't have the training

that she feels that she needs
to effectively run the café.

She feels kind of like she's
on an island out here by herself

without the support of corporate,

and that's my fault.

Today I'm in Houston, Texas,

working with one of our
café general managers.

The Houston market is one
of the largest markets

we have in the U.S.

We have 17 cafés here with
three under construction,

so their success is very
important to the brand.

After working with Bridgette
and Sascha yesterday,

it was very
disappointing to find out

that they're not getting
the support that they need.

So I'm hoping to find that this
location is running smoothly.

Hello!

Hi, I'm Roberto. Nice to meet you.

Very nice to meet you.

I can get you right over here.

If you want to come through
our doors right over here,

- we got a lot to learn today.
- I'm so excited.

All right.

Show you how to decorate
some cookie cake, lots of fun.

This is a book sent by corporate.

It shows you how to decorate each cake.

Can I do this one?

What do we want to write on there?

Happy birthday to who?

I'll do "Happy Birthday, Michael."

You want to go first?

Oh, goodness.

Well, looking all right so far.

Could do a little better.

I'm horrible at writing.

And trying to write
"Happy Birthday, Michael"

isn't an easy task for me.

Okay, this is the dinosaur?

You need to draw your dinosaur.

Oh, Lord.

I'ma start on mine.

I'll be one step behind, but
I'm sure I'll finish before you.

Uh-oh.

That... that dinosaur right there

looks like he's already extinct.

She chose to do a dinosaur,

which I don't think
was her best option,

because it looked like the
meteorite already hit it.

Yeah, you're gonna want to learn that speed

and of course, make it look good.

- My first one!
- Yeah, pretty good.

But you're gonna want Michael
to be able to read his name

when he blows out his candles.

I think that poor boy Michael

probably would have
wanted my cake over hers.

This is how we do the cookie cake slices.

You'll cut it into eighths

and make sure they're as even as possible.

Okay.

It looks like you get really close.

I have had a vision
problem since I was young.

I'm almost legally blind.

I have a 21/50 vision
with corrective lenses.

Oh, no.

How do you do it? How do see to decorate?

I just adapted. I mean I
obviously get a little closer

than I guess most people will,

but it's just something
I've adapted to in my life.

If I ever wanted to go about
one day getting the LASIK

to give myself more normal glasses,

it won't correct the vision
but just normal glasses...

it would be probably a pretty
expensive task to take on.

It's very inspiring to see
Roberto and what he does.

How can you decorate that well?

Decorating class.

Once you learn the basics,
you can do anything.

Definitely my next step
would definitely want to

get into pastry school.

It really puts things into perspective,

that really if you try,

you can do anything you want to do.

How many products do you have?

We do have a lot. We have a variety...

we don't keep everything
out in the case at once.

Sometimes here, we don't
have items in stock.

Right now, we are out of our cups

and our triple chocolate chip cookies.

What did you say?

When I placed my order last week,

they told me they were out
of stock and then this week

they also said they
were back-ordered still.

Having one flavor of cookie
not show up at the cafés

and not being able to be baked

and presented to the guest is huge

and I don't know why he's out.

I'm pretty sure if someone
from corporate came up

and saw I didn't have 'em, then
I'm sure I'd get in trouble.

It's one of our required items to have out.

I'm s... I'm beyond frustrated right now

because we only have seven
Toll House cookies, only seven.

They make up all of our recipes,

and so to be out of one, it's a big deal.

Our Nestlé Toll House cups...

I have been trying to
order them for a few weeks

and they haven't been coming in.

He's out of cups.

Our logo'd cups. These...
this is our brand.

It is something very important
that we do need in the store.

So what else do you do
if you don't have cups?

Just... we'd have to use,
like, a plain or non-logo cup.

Sometimes I do feel like

maybe we're the forgotten
stepchild around here.

This is not his fault. It's ours.

It's mine, and I'm going right now

and I'm gonna get to the bottom
of why we're out of product.

I'll be right back.

Good morning.

I was told that there was no shortages

at all in the Houston market,

and they're telling me that they're out

of the triple chocolate cookies.

Tell me what's happening.

Okay, I will specifically call him

as well as shoot him a 911 email.

So what happens if I'm out of product,

that means my distribution
center's out of product,

and it's not just one store
that won't get a product.

That means I don't have any in Houston.

I need to fix it today.

I need to find the solution
so the café has product.

If that means that we
need to push some product

on the east coast, then
we need to do that today.

- Okay.
- Bye.

This is the last stop on my journey.

So far, I've seen a lot of things

that are slipping through the
cracks and need to be fixed.

Today I'm in one of
our company locations

in Westland, Michigan,

and I'm gonna work alongside
one of our corporate GMs.

There's five corporate
locations in our system.

This is the worst performing
out of the five that we have.

Hey, folks, how are you doing today?

Recently, I relocated
the GM of this café

from a more successful
café in Philadelphia.

I need to see how we
can fix this problem

because our corporate locations

are a vital part of
our growth strategy.

- Hello.
- What's up?

- K.J.
- Adriana.

- Nice to meet you.
- Nice to meet you too.

- How you doing?
- Very good.

What are we doing today?

We're getting you back here
and we're putting you to work.

Here is your hat and apron.

All right, so today we're
gonna focus on customer service.

Your customer is your life blood.

Okay.

- Hi.
- Hi.

- Can I have a chocolate chip?
- Sure.

All right, so I'm gonna show you

how to do the register real quick.

When you find a thing in
the register right here...

chocolate chip... it comes up.

It does the tax for you, it
does all the math for you.

Total's down here, so
read them their total.

$1.79.

Print and process.

Faster, faster, faster, faster.

There you go.

- Thank you.
- Have a great day, guys.

Thank you. You too.

You hitched?

No. No.

Uh, my boyfriend still lives in Philly.

- Mm.
- Yeah.

I got transferred out
here about a month ago.

We lived together for a year
and we moved to a new place

and we were in our new
place for all of two months

before we... before I had to leave.

Oh, it sucked.

So the next couple customers,
I'm gonna have you ring.

Okay.

Speed of service is
really, really important.

We have about 45 seconds
to a minute per guest.

You must do.

That you have to greet, serve, ring up.

We're under pressure from corporate

because we have sales to make,

and if we don't make our
goals, then we get reprimanded.

Okay.

Adriana talked about
the 45 second mentality,

which I was pleased to find
out because that's our...

that's our standard.

I implemented this rule
to increase efficiency

and maximize profits
in all of our cafés.

This is all your show.

Oh... Hi, hi.

- Okay, you got to make it fast.
- What would you like?

I would like to get your
two cookies and one drink.

And a drink. You'll get your drink.

- 45 seconds.
- Oh, no, no, no.

One minute.

I'm sweating now. I'm sweating.

1:45.

$14.84.

Oh...

56, 57,

58, 59, two minutes.

- Thank you so much.
- Thank you.

Two minutes and five seconds.

Ah!

All right, come on.

Every guest, every guest, every guest.

Okay, I'm ready.

Hi, how are you?

Three chocolate chip cookies.

You want chocolate chip?

- Yes.
- 30 seconds.

Every time she's after
me. 45 seconds, 45 seconds.

And I'm not sure if I hit one today.

- Thank you very much.
- Thank you.

Minute, 15. You're getting a little better.

- Now do it twice as fast.
- I have to take a break.

A break? You have a line.

I'm guilty of putting
high standards on myself,

so then in turn,

I actually end up putting
them in the café as well.

17, 18...

I may have set them up to
fail or unrealistic goals,

and that came from me.

When I get back,

it's one of the things I'm
gonna address immediately.

I want to revisit that 45
second turnover for a guest.

Is it enough time for
them to talk to the guest,

to get to know them a bit
before they actually serve them?

- You enjoy your day, guys.
- Thank you.

- Thank you.
- Bye.

So we just helped a
bunch of customers, right?

- Yep.
- How quickly did we do that?

- Pretty fast?
- Pretty fast, yeah.

If we were audited, way too long.

And your boss tells you that?

Well, we get audited
through our camera systems.

Okay.

Yeah, these guys right up here.

So it sees, like, everything
we put in the register.

It shows up on the thing so it sees, like,

when the person came up,
how fast we helped them,

and then how much they were on their way,

so we get random audits
throughout the month.

Corporate is everywhere.

Always. Always watching.

Ever vigilant.

They are Big Brother.

You can access a live
feed from those cameras.

The VP of the company
watches the cameras for fun.

She will make dinner,

open up her laptop and
leave the feed running

to see if we're breaking down early.

I have gotten an email
at 9:00 in the morning.

"Why didn't you make goal yesterday?"

I don't know, there wasn't anybody here.

Like, "You need to work
that you're making goal.

Why was your drawer $10 short?"

I didn't close.

And they're like, "You need to
find out. You're the manager.

"You're responsible.

"You need to be in charge of every single

aspect of your business."

She talked about the
VP of operations,

which I was before where I am today,

uh, putting up her laptop

while she's making dinner for her family

and watching the cafés.

Seems really unrealistic,
but she's telling the truth,

'cause there's times I do watch
what's going on in the cafés,

but it shouldn't
come across as though

you're watching because you're waiting

for someone to do something wrong.

It's unfair to Adriana
to feel that way.

And I feel like she
doesn't think we trust her.

And I don't think that's right.

Corporate is always
watching. Always watching.

Seems like a pain in the ass.

Oh, yeah. They're constantly here.

And it's not just me that thinks

the VP of the company is intimidating.

Everyone is afraid of her.

When the VP of the company
shows up at your front counter

and the 16-year-old you have
running the register sees her,

do you know what happens? They freeze.

She scares the living
daylights out of your employees

and then they can't work well.

So part of being a GM

is getting things up to par,

so that you don't need corporate

breathing down your neck at all times.

I don't want to give
that impression.

I want them to be able to talk to me.

I want them to be able to tell
me what's going on in the café.

I want them to share ideas with me.

I need to find a way where they
could open up and talk to me

and not be afraid of Shawnon Bellah, COO.

What can we get for you?

Well, going into this,

I thought it would be
great for the company

and I've taken that away for sure.

I think that not only did I learn about

how the company can improve,

but I've also learned that
my approach needs to change.

I'm tough on myself.

I'm tough on those around me.

But what I fail to do

is to let the caring that
I have for those individuals

actually even shine through.

Hi.

Hey, guys, how are you?

This is hard for me
because I'm not really

an emotional leader or parent.

I know... I have such
high expectations for you.

I know that I need to
stop, relax sometimes,

because I don't want you to walk away

and go off to college thinking,

"Man, Mom was just tough all the time."

I know I'm teaching them leadership,

and I know I'm teaching
them how to work hard.

I also want to make sure
they're still having fun.

I love you guys so much.

We love you too.

Coming up...

the employees think
they're going to decide

if K.J. deserves to
win her own business.

How will they react when she
reveals her true identity?

You're a liar.

What up? I'm K.J.

Pretty sure I told you you were terrifying.

We are saying good-bye to Kristy.

I learned a lot about the cafés

and the people that touch our brand.

I also learned a lot about myself.

I need to show more gratitude.

I need to be more grateful
to those around me,

and impact my company the way

that I know it needs to be impacted.

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

Good. Tell me about Kristy.

Um, not too great.

She definitely struggled.

I need to tell you something.

What up? I'm K.J.

No, you're a liar.

Wow, you fooled me there.

- My name is Shawnon Bellah...
- Oh.

And I'm actually the COO...

- Okay.
- For Nestlé Toll House Café.

You played me.

Have you heard of "Undercover Boss"?

I am kind of speechless right now.

I'm on "Undercover Boss." Oh, my goodness.

Pretty sure I told you you were terrifying.

- I think you used those words.
- Yeah.

I don't know how to handle this right now.

I apologize for calling you terrifying.

You do not owe me an apology.

Okay.

Am I too demanding?

You can be a little bit overbearing.

Adriana, you can help me.

You really can.

If you're honest.

And for someone who's very confident...

you know everything about
the business that you're in...

Right.

I'm not as good as I thought I was.

One thing you continued to push me on

- was the 45-second rule.
- Service.

- 45 seconds.
- Oh, no, no, no.

One minute.

- Minute, 15.
- Oh, no.

I'm sweating.

Do you think it's realistic?

No, not at all.

I'd like for you to work with me on

identifying what is the speed of service.

- What's proper.
- Yeah.

You're fantastic

at teaching others.

I'd like to actually put you through

- some management training.
- What?

I'm flattered that somebody thinks

that I'm worth investing in.

Thank you.

I see something in you,

and the reason I relocated you,

is because you can be more to us than a GM.

You left your boyfriend.

I want to give you $20,000.

I want you to use that
money to fly each month

to see your boyfriend.

Thank you.

Yeah.

It is really gonna be awesome

that I get to see my boyfriend
at least once a month,

'cause it's really hard... I'm sorry.

Anthony, your passion for
what you do every day...

It was very contagious.

Thank you.

You're gonna make your first batch.

Oh, my Lord.

I mean, honestly I'm... I'm really excited.

They say, "Kudos!" I'm good to go!

One thing that you don't know is,

the icing that we use

comes strictly from
your manufacturing plant.

Oh, wow.

Hey, that's my stuff. That's
the good stuff, you know?

Wow.

I want to have a dessert
happy hour, dessert party.

For your entire team at CSM,

because I want you guys to
know where your product goes.

That would be outstanding.

They would really appreciate that.

When I got to have a
chance to get to know you,

you were talking about the Yankees.

But you also told me
you've never been to a game.

One day I'll make it to a game.

I want us to get together...
our families to get together,

and go to a Yankees game.

Are you serious?

Wow!

That's what's up.

You all right. You are all right.

I appreciate that.

You've inspired me with your passion.

Thank you. I'm glad I was able to do so.

Your stories about your
family and your mom...

- and you have five children.
- Yes.

That's a lot of responsibility to step up.

It is. It is.

I'd like to give you...

- $15,000.
- Are you serious?

Oh, wow.

Thank you so much.

Oh, wow.

- Will that help you?
- Thank you, yes. It will.

Thank you so much.

You are a blessing in disguise.

You really are.

I'm ecstatic. I'm really ecstatic.

I cannot believe this happened to me.

Me, of all people? Are you serious?

Wow. I mean, I'm... I'm blessed.

I'm truly blessed. Thank you so much.

Thank you so much.

Well, Roberto, you show a
lot of pride in your product.

Thank you.

Uh-oh, that dinosaur looks
like he's already extinct.

During that inventory process,
you said that you were out of...

The triple chocolate chip cookie.

I'm gonna work with the distributor.

I'm gonna make sure
those things are in stock.

If you ever face this problem again,

I want you to call me directly.

Thank you.

One thing I'm amazed by you is

you're able to put out
an amazing cookie cake.

Thank you.

You talked to me about a LASIK
surgery that you could have.

I'm gonna get the best care for your eyes,

and I'm going to pay for it.

I can't believe this. Sorry.

Thank you. That's all I can say right now.

I was amazed by your talent.

And I'd like to give you $25,000,

and I want you to go to pastry school.

Oh, wow. Thank you.

This is amazing.

We are so proud to have you on our team.

Thank you. I'm proud to be on it.

I'm super excited. I'm super thankful.

I've had my vision
like this all my life,

so, I mean, it's gonna
definitely be an improvement,

no matter what happens.

My dinosaur will be better
next time, I promise.

I believe it. I believe it.

I now have the money
to go to pastry school.

Never would imagine this in my life.

Bridgette.

You are truly one of the
best brand ambassadors

that we have in our entire company.

Thank you so much. That means a lot to me.

My favorite color is yellow, so,

I mean, this is, like,
definitely the perfect job.

There are some things that
I did notice in the store.

I want to go through those with you.

Okay.

But before I do,

I want to bring somebody else in.

- How are you?
- Good afternoon.

I'm so glad you're here.

When I first walked into that café...

You know, I haven't been there.

Right.

- And that's a shame.
- Yeah.

Because we take you for granted.

- Sorry.
- It's okay.

As a little bitty store
in the middle of nowhere,

we're just kind of out
here all by ourselves.

What I'd like to do is send you to Dallas,

all expenses paid, to go through training.

It'll cover everything
that you need to know

that we didn't teach you the first time.

Okay.

I want to give you $20,000

to bring your café up
to our current standards,

so it's something you can be proud of,

- so we're giving you $10,000...
- Thank you.

To build a marketing campaign
focused completely on your café.

That's awesome. I would like that.

I finally get to put my
passion into my business

where it needs to be

instead of being stressed out

over where the funds are
gonna come from day-to-day.

It's more than I could ever hope for.

Having the opportunity to
actually... to work with you.

- It was just amazing.
- Good.

I'm gonna use you to shoot
corporate training videos

to utilize across our entire brand.

Okay.

- I'm gonna pay you for that.
- Thank you.

Thank you.

I want the world to see what I saw.

That means a lot.

To hear you talk about your brother...

Mm-hmm.

How often do you see him?

Not very often.

We don't really get to see each other.

I want to give you $10,000.

And I want you to take him with you

to an all-expense-paid
vacation to Hawaii...

Thank you so much.

And I want you to enjoy it.

Thank you so much.

I can't wait.

You told me that one of your dreams was to

become one of my franchisees.

Yes, I would love to have my own franchise.

Absolutely love it.

I'm gonna give you $170,000

towards opening your own
Nestlé Toll House Café

when you're ready.

Okay.

Thank you.

Feel like I'm in a dream. I
don't feel like this is real.

I'll be honored to see you succeed.

It would mean the world to me.

Thank you so much.

I'm really just thinking
that there's no way

this is actually happening to... to me.

Once I got sick, I put all
my dreams and hopes on hold

and now that Shawnon's
given me this opportunity,

I am back to where I wanted to be.

I'm gonna own my own franchise.

Thank you so much.

And I'm just still beyond words.

I'm so excited and my
heart is just filled with

so much happiness right now.

Sync and corrections by explosiveskull
www.MY-SUBS.com