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Translated By The Community Of WWW.MY-SUBS.COM
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This week, on Undercover Boss,
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00:00:05,741 --> 00:00:08,108
a former inmate turned CEO...
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00:00:08,110 --> 00:00:10,610
I spent 14 months
in custody in federal prison,
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00:00:10,612 --> 00:00:12,779
and it was... it was
a horrible experience.
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00:00:12,781 --> 00:00:15,649
Goes undercover
in one of the fastest-growing
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00:00:15,651 --> 00:00:17,050
hamburger chains in the world.
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00:00:17,052 --> 00:00:20,954
Rocelle, do you got
my medium and my smalls?
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His employees think
he's on a reality show,
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trying to win money to start a new life.
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00:00:25,694 --> 00:00:26,793
- Hi.
- Hi.
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00:00:26,795 --> 00:00:27,694
Are you the contestant?
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I'm Myron. I am.
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So you have to be, like,
"hi, how are you?"
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"Welcome to Fatburger."
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- Good.
- You know?
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You gotta be super happy
and super excited.
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I'm looking forward to that.
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By working in the field,
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this boss finds that flipping burgers
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isn't as easy as it looks.
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Uh-oh.
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And along the way,
he discovers that
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not everyone feels Fatburger
is a fast food paradise.
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If you're going to run a burger place,
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you have to make sure
you have your hamburgers.
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"Sorry, we're out of hamburgers today."
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Yeah, we've done...
that's happened here before.
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By the time we get our paychecks,
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there's no money in the bank.
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And so it's really like,
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"so I'm working for you, but why?"
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Sure. Of course.
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What will happen
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when the boss's mission is compromised?
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Okay, you look
like you've done that before.
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Yikes.
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You know, you look like
the President of Fatburger.
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I'm done. I've blown my cover.
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This is a total disaster.
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I look like him?
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Like, really, like a brother.
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Find out next
on Undercover Boss.
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Undercover Boss 4x12 - Fatburger
Original air date April 5, 2013
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Sync and corrections by atrn97g
for www.MY-SUBS.com
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Headquartered
in Los Angeles, California,
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Fatburger is one of the fastest-growing
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hamburger chains in the world.
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Medium-large, Manny.
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In its 150 restaurants worldwide,
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Fatburger's 3,800 employees
grill up gourmet burgers
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in 27 countries.
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At the top of this $100 million
a year burger empire
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is one man.
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I'm Andy Wiederhorn.
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I'm the Chief Executive Officer
of Fatburger.
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Fatburger started in 1952
in South Central Los Angeles
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by Lovie Yancey.
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She started it in a shack
out in front of her home,
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where she was cooking burgers,
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serving them to the black
entertainment industry
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after their gigs.
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Fatburger grew and grew in Los Angeles,
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and Lovie Yancey franchised it
to about 20 stores.
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And today, we operate
or are under construction
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in 27 countries around the world,
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from the Middle East to Asia
and here in the U.S. and Canada.
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Fatburger's really
Hollywood's burger chain,
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so when we had franchise partners
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like Queen Latifah and Kanye West
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buying franchises to build them,
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it's because it's their favorite burger.
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I was born and raised
in Portland, Oregon.
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At 23 years old,
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I started
my real estate finance company,
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and the growth of that company
was incredible.
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Growing my company in Portland...
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certainly, it was one
of the biggest companies
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to operate there.
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So I found myself, at 30 years old,
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with more than $100 million in stock
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in my company that had gone public,
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billions of dollars of assets,
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and it led to a very
high-profile lifestyle
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with jets and houses
and all those kind of things.
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I was in a small city
with a huge lifestyle.
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I felt the people
resented me a little bit
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and were looking
for a way to crucify me.
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And all of a sudden,
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I just get knocked down on the canvas,
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as if somebody hit me
from behind with a 2x4.
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In 1998, there was
a world economic crisis,
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and that forced
our real estate finance company
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into bankruptcy,
literally in a few weeks.
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So I tried to make a business deal
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and save the company,
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and I was successful at that.
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And I was in the middle
of a room full of lawyers
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who all said that was okay.
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But suddenly, I found myself
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at the center of a federal investigation
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where I was accused of violating
some obscure pension fund law
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that I had never even heard of.
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And I really felt like that was coming
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out of a small-town vindictiveness
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for wanting to prosecute me
for my lifestyle,
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not because of the business deal.
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I felt like the negotiations
with the government never ended.
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I fought it and fought it
and fought it for seven years.
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This was consuming me and my family,
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00:04:01,718 --> 00:04:03,051
and so I settled.
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Part of my settlement
was 14 months in custody
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in a federal prison.
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Every day in prison is a long time.
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It's scary to be
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00:04:11,261 --> 00:04:14,863
in a maximum security federal prison.
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I was terrified.
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There are times
where terrible things happen.
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I saw them happen.
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And it was a... it was
a horrible experience.
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00:04:20,904 --> 00:04:22,537
It was so hard on my family.
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00:04:22,539 --> 00:04:24,272
It was hard on my six children.
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00:04:24,274 --> 00:04:25,540
It was hard on my wife.
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00:04:25,542 --> 00:04:29,377
It's hard... the whole thing
is hard on everyone.
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00:04:29,379 --> 00:04:30,712
The day I walked out of prison,
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I felt relieved.
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00:04:31,682 --> 00:04:32,914
I was elated,
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00:04:32,916 --> 00:04:34,883
but found myself needing to start over.
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00:04:34,885 --> 00:04:36,551
Before I settled with the government,
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00:04:36,553 --> 00:04:39,855
our family investment company
bought Fatburger in 2003.
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00:04:39,857 --> 00:04:41,323
At the end of 2006,
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as we smelled the economy
starting to unravel,
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00:04:43,994 --> 00:04:45,727
I stepped in as CEO full time.
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00:04:45,729 --> 00:04:47,896
Fatburger was an excellent
chance for me to start over,
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00:04:47,898 --> 00:04:49,764
and I felt that people
in the restaurant industry
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00:04:49,766 --> 00:04:51,566
didn't care about my past problems.
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00:04:51,568 --> 00:04:54,035
And so Fatburger has
been a great opportunity
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00:04:54,037 --> 00:04:55,570
to rebuild myself.
138
00:04:58,774 --> 00:04:59,975
You're going to look so different.
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00:04:59,977 --> 00:05:01,476
When you look at how much competition
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00:05:01,478 --> 00:05:02,911
is trying to catch up with us,
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00:05:02,913 --> 00:05:04,379
it's frightening,
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00:05:04,381 --> 00:05:05,814
so I'm really excited to go undercover.
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00:05:05,816 --> 00:05:07,849
I'm counting on you
to make my disguise work.
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00:05:07,851 --> 00:05:11,219
We have 150 restaurants open,
but another 300 we're building,
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00:05:11,221 --> 00:05:13,155
so I think it's really important
right now
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00:05:13,157 --> 00:05:15,290
that I take a temperature check
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00:05:15,292 --> 00:05:16,424
of what's going on in the restaurants
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00:05:16,426 --> 00:05:17,826
with our employees, with our customers,
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00:05:17,828 --> 00:05:20,295
to make sure I really
have my finger on the pulse
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00:05:20,297 --> 00:05:22,097
of how we're doing.
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00:05:22,099 --> 00:05:24,966
While undercover,
I'll be posing as Myron Leeds,
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00:05:24,968 --> 00:05:26,268
a former real estate agent
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00:05:26,270 --> 00:05:27,869
looking to trade in his desk job
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00:05:27,871 --> 00:05:30,071
for the opportunity
to win his own restaurant.
155
00:05:33,109 --> 00:05:35,610
A little bit more cheese.
156
00:05:35,612 --> 00:05:37,612
What do you think?
157
00:05:37,614 --> 00:05:39,447
Are you serious right now?
158
00:05:39,449 --> 00:05:40,849
You look so weird.
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00:05:40,851 --> 00:05:43,185
So weird?
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00:05:43,187 --> 00:05:44,119
Like my necklace?
161
00:05:44,121 --> 00:05:45,420
Did you dye your eyebrows?
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00:05:45,422 --> 00:05:47,422
- What do you think?
- You look so creepy.
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00:05:47,424 --> 00:05:48,890
They'll never tell. Right?
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00:05:48,892 --> 00:05:50,192
- Wow.
- Wait, here's your shoes.
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00:05:50,194 --> 00:05:52,227
It might work.
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00:05:52,229 --> 00:05:53,728
I'm really excited to go undercover.
167
00:05:53,730 --> 00:05:55,297
Of course I've cooked a hamburger.
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00:05:55,299 --> 00:05:56,965
Of course I've worked the cash register.
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But I haven't run it
while the restaurant's open
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00:05:58,936 --> 00:06:00,302
and operating with customers.
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00:06:00,304 --> 00:06:01,236
See you guys.
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00:06:01,238 --> 00:06:02,604
- Bye.
- Love you.
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00:06:02,606 --> 00:06:04,272
I think I'm going to nail
every one of the jobs,
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00:06:04,274 --> 00:06:07,275
and I can't wait
to prove that to everyone.
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00:06:16,686 --> 00:06:19,387
Today, I'm visiting Fatburger
in Sherman Oaks, California.
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00:06:19,389 --> 00:06:21,022
I'm going to be working
the assembly station,
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00:06:21,024 --> 00:06:22,190
putting together the burgers.
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00:06:22,192 --> 00:06:25,293
Rocelle, do you got
my medium and my smalls?
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00:06:25,295 --> 00:06:27,796
This location has been here
for more than 30 years.
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00:06:27,798 --> 00:06:30,465
It really sets the standard
of what our customers expect.
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00:06:30,467 --> 00:06:32,067
I've visited it a number of times,
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00:06:32,069 --> 00:06:33,168
but I really want to see
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how the employees treat our customers
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and their interaction together
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00:06:36,273 --> 00:06:37,806
when they don't know who I am.
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This is the store
where I am the most frightened
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00:06:39,476 --> 00:06:41,409
that I'll be discovered.
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00:06:41,411 --> 00:06:43,445
Hi. I'm here to see Val?
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00:06:43,447 --> 00:06:45,146
Val?
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00:06:45,148 --> 00:06:46,615
- Hi.
- Hi, I'm Myron.
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00:06:46,617 --> 00:06:48,016
Hi. Hi, Myron, how you doing?
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00:06:48,018 --> 00:06:49,084
- Nice to meet you.
- I'm Val.
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00:06:49,086 --> 00:06:50,051
Nice to meet you.
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00:06:50,053 --> 00:06:51,119
- Thanks.
- Welcome to my home.
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00:06:51,121 --> 00:06:53,855
Thank you.
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00:06:53,857 --> 00:06:54,856
Okay?
197
00:06:54,858 --> 00:06:56,524
When I first walked in, Val shouts,
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00:06:56,526 --> 00:06:58,360
"you're the CEO of Fatburger."
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00:06:58,362 --> 00:06:59,494
I thought I was going
to have a heart attack.
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00:06:59,496 --> 00:07:00,762
And then she didn't say anything,
201
00:07:00,764 --> 00:07:02,397
and I realized she had said to me
202
00:07:02,399 --> 00:07:04,566
she's the CEO of this Fatburger.
203
00:07:04,568 --> 00:07:06,401
Let's go on this side,
where we make sandwiches at.
204
00:07:06,403 --> 00:07:08,737
Okay. I was so relieved after that.
205
00:07:08,739 --> 00:07:10,472
Okay, this is our assembly station.
206
00:07:10,474 --> 00:07:12,107
So you want to grab the burger.
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00:07:12,109 --> 00:07:14,909
All the condiments are
to enhance the flavor
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00:07:14,911 --> 00:07:16,511
of the burger, not to overwhelm it.
209
00:07:16,513 --> 00:07:19,247
Mustard, you want a thin layer
of mustard.
210
00:07:19,249 --> 00:07:20,215
Relish.
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00:07:20,217 --> 00:07:21,283
Is there, like, a chart to follow,
212
00:07:21,285 --> 00:07:22,317
or I just gotta learn this?
213
00:07:22,319 --> 00:07:24,119
You gotta learn it.
214
00:07:24,121 --> 00:07:25,120
- Okay.
- There.
215
00:07:25,122 --> 00:07:27,656
Luvia just took a phone order, okay?
216
00:07:27,658 --> 00:07:28,657
Medium fat!
217
00:07:28,659 --> 00:07:32,661
- Fat fries.
- Make it a large, Jess.
218
00:07:32,663 --> 00:07:35,030
Okay, you ready? Your order's up.
219
00:07:35,032 --> 00:07:37,332
Want grilled onions, no mustard,
no pickle, no relish.
220
00:07:37,334 --> 00:07:40,335
Grilled onions, no mustard,
no pickles, no relish.
221
00:07:40,337 --> 00:07:43,305
There you go.
222
00:07:43,307 --> 00:07:44,973
- Uh-oh.
- Okay.
223
00:07:44,975 --> 00:07:46,374
I just put mustard on
and I shouldn't have, right?
224
00:07:46,376 --> 00:07:47,575
Yeah. Okay, so...
225
00:07:47,577 --> 00:07:49,010
Jess, I need another.
226
00:07:49,012 --> 00:07:52,647
Mucho rapido, por favor,
because this one has mustard.
227
00:07:52,649 --> 00:07:53,882
Yikes. Sorry.
228
00:07:53,884 --> 00:07:54,883
This is the one I messed up, right?
229
00:07:54,885 --> 00:07:57,285
Uh-huh. There you go.
230
00:07:57,287 --> 00:07:59,454
Uh-oh.
231
00:07:59,456 --> 00:08:01,456
That's it. No harm, no foul.
232
00:08:01,458 --> 00:08:03,291
Instead of scolding me,
Val was very reassuring.
233
00:08:03,293 --> 00:08:04,659
"Hey, no problem."
234
00:08:04,661 --> 00:08:05,794
So if there's no mustard,
no relish, where you go?
235
00:08:05,796 --> 00:08:06,761
You start...
236
00:08:06,763 --> 00:08:08,663
- Onions.
- There you go, exactly.
237
00:08:08,665 --> 00:08:11,700
She was talking me through
how to build a burger properly,
238
00:08:11,702 --> 00:08:13,835
and at the same time,
she wanted to make sure
239
00:08:13,837 --> 00:08:16,104
that the burger was made
the right way for the customer.
240
00:08:16,106 --> 00:08:17,939
- Good job.
- Thank you.
241
00:08:17,941 --> 00:08:19,541
How long have you worked here?
242
00:08:19,543 --> 00:08:20,942
- Oh, since '05.
- Wow.
243
00:08:20,944 --> 00:08:23,478
But I've been doing
this industry since I was 18.
244
00:08:23,480 --> 00:08:25,046
- Really?
- So 29 years.
245
00:08:25,048 --> 00:08:26,448
- That's a lot of hamburgers.
- Yeah.
246
00:08:26,450 --> 00:08:27,782
Well, I used to sell houses in Vegas.
247
00:08:27,784 --> 00:08:29,284
- Uh-huh.
- Didn't work.
248
00:08:29,286 --> 00:08:30,852
But if I'm lucky enough to win,
249
00:08:30,854 --> 00:08:32,921
I get enough money
to... to buy a restaurant
250
00:08:32,923 --> 00:08:35,223
or start a restaurant,
so this is my chance.
251
00:08:35,225 --> 00:08:36,358
You tough? You got tough skin?
252
00:08:36,360 --> 00:08:37,359
It's a lot of work.
253
00:08:37,361 --> 00:08:38,326
I want to own a restaurant.
254
00:08:38,328 --> 00:08:39,594
I want to win. I gotta win.
255
00:08:39,596 --> 00:08:41,763
So now we're ready for the next order.
256
00:08:41,765 --> 00:08:43,198
You want to get this ready, so...
257
00:08:43,200 --> 00:08:44,833
- Now what do I do?
- Got your paper.
258
00:08:44,835 --> 00:08:46,835
You want to fold it in half.
259
00:08:46,837 --> 00:08:50,305
Half the burger, grab it.
260
00:08:50,307 --> 00:08:51,706
- Okay.
- Make a nice little package.
261
00:08:51,708 --> 00:08:54,642
Okay?
262
00:08:54,644 --> 00:08:55,944
Mm-hmm.
263
00:08:59,715 --> 00:09:03,218
Oh, you look like
you've done that before.
264
00:09:03,220 --> 00:09:05,153
Okay, you look
like you've done that before.
265
00:09:05,155 --> 00:09:06,821
Go ahead. All right.
266
00:09:06,823 --> 00:09:07,922
Yikes.
267
00:09:07,924 --> 00:09:10,925
Something about Myron
just didn't feel...
268
00:09:10,927 --> 00:09:12,260
it didn't feel right.
269
00:09:12,262 --> 00:09:13,928
I was kind of looking at his face
270
00:09:13,930 --> 00:09:16,297
because he looked so familiar.
271
00:09:20,236 --> 00:09:22,704
Wow, it takes people a long time
to learn how to do it that way.
272
00:09:22,706 --> 00:09:23,638
Very good job.
273
00:09:23,640 --> 00:09:25,073
Thanks. Okay.
274
00:09:25,075 --> 00:09:26,674
Val says, "you know, you might
have done this before."
275
00:09:26,676 --> 00:09:28,943
Like, she keeps looking at me
and making eye contact.
276
00:09:28,945 --> 00:09:31,212
I can't tell if I'm getting away
with this or not.
277
00:09:31,214 --> 00:09:32,781
Think I can take a break for a minute?
278
00:09:32,783 --> 00:09:33,782
You can finish this?
279
00:09:33,784 --> 00:09:35,817
- Sure.
- Okay, thanks.
280
00:09:42,658 --> 00:09:44,559
He's a... he said he's into real estate,
281
00:09:44,561 --> 00:09:46,828
but the real estate market
is really bad.
282
00:09:46,830 --> 00:09:47,829
No. Mm-mm.
283
00:09:47,831 --> 00:09:49,798
- I thought he look...
- Exactly.
284
00:09:49,800 --> 00:09:54,135
- He look like...
- Don't he look like Andy?
285
00:09:54,137 --> 00:09:56,070
He look like Andy. Exactly.
286
00:09:56,072 --> 00:09:59,874
I'm not crazy.
287
00:09:59,876 --> 00:10:01,409
- You wash your hands?
- Yes, I just did.
288
00:10:01,411 --> 00:10:02,777
You're good to go. Okay.
289
00:10:02,779 --> 00:10:04,112
This where we gonna be... number eight.
290
00:10:04,114 --> 00:10:06,281
- Okay. Everything, right?
- Yes.
291
00:10:06,283 --> 00:10:07,282
You know who you look like?
292
00:10:07,284 --> 00:10:09,751
The, um, President of Fatburger.
293
00:10:09,753 --> 00:10:11,719
I'm done. I've blown my cover.
294
00:10:11,721 --> 00:10:13,254
This is a total disaster.
295
00:10:13,256 --> 00:10:14,222
I look like him?
296
00:10:14,224 --> 00:10:16,090
Like, really, like a brother.
297
00:10:27,748 --> 00:10:28,747
You know who you look like?
298
00:10:28,771 --> 00:10:31,205
The, um, President of Fatburger.
299
00:10:31,228 --> 00:10:33,261
I'm done. I've blown my cover.
300
00:10:33,263 --> 00:10:34,796
This is a total disaster.
301
00:10:34,798 --> 00:10:35,797
I look like him?
302
00:10:35,799 --> 00:10:39,267
Like, really, like a brother.
303
00:10:39,269 --> 00:10:41,269
I'm pretty sure at this point
that she knows who I am.
304
00:10:41,271 --> 00:10:43,338
You look really, really like him.
305
00:10:43,340 --> 00:10:44,572
And I'm worried that if I don't
306
00:10:44,574 --> 00:10:45,640
come clean with her
307
00:10:45,642 --> 00:10:47,008
she's not going to be honest with me,
308
00:10:47,010 --> 00:10:48,276
and I don't want her
to think I'm lying to her.
309
00:10:48,278 --> 00:10:49,344
So, Val...
310
00:10:49,346 --> 00:10:50,412
- Yes?
- When...
311
00:10:50,414 --> 00:10:51,680
when you were saying that, you know,
312
00:10:51,682 --> 00:10:52,947
I look like the CEO?
313
00:10:52,949 --> 00:10:54,015
- Uh-huh.
- Right.
314
00:10:54,017 --> 00:10:55,984
You know... you know it's me, right?
315
00:10:55,986 --> 00:10:58,753
Have you figured that out?
316
00:10:58,755 --> 00:10:59,921
Yes. I figured that out.
317
00:10:59,923 --> 00:11:00,889
- You did?
- Yes.
318
00:11:00,891 --> 00:11:02,557
You keep looking at my hair...
319
00:11:02,559 --> 00:11:04,125
- Yes.
- And you're making me nervous.
320
00:11:04,127 --> 00:11:05,960
No, you making me think I'm crazy.
321
00:11:05,962 --> 00:11:06,961
No, you know what?
322
00:11:06,963 --> 00:11:09,331
I went undercover to try to figure out
323
00:11:09,333 --> 00:11:10,365
what's going on in the restaurants.
324
00:11:10,367 --> 00:11:11,533
Yes.
325
00:11:11,535 --> 00:11:13,668
You know, this is...
this is Undercover Boss.
326
00:11:18,575 --> 00:11:19,607
Okay.
327
00:11:19,609 --> 00:11:22,077
Kim, it is Andy.
328
00:11:22,079 --> 00:11:23,378
- Yes?
- See?
329
00:11:23,380 --> 00:11:24,679
- It is.
- Really?
330
00:11:24,681 --> 00:11:26,081
Yeah, it is. Hi.
331
00:11:26,083 --> 00:11:27,182
- Yes.
- You Andy?
332
00:11:27,184 --> 00:11:28,683
- Hi.
- I can't believe.
333
00:11:28,685 --> 00:11:29,784
All right.
334
00:11:29,786 --> 00:11:31,519
When he said, "Val, you recognize me?"
335
00:11:31,521 --> 00:11:32,987
That was the funniest thing to me,
336
00:11:32,989 --> 00:11:35,757
'cause something about Myron
just didn't feel right.
337
00:11:35,759 --> 00:11:37,025
You don't like my wig?
338
00:11:37,027 --> 00:11:38,126
I almost snatched it off.
339
00:11:38,128 --> 00:11:40,428
Kind of make me want to pop my collar.
340
00:11:40,430 --> 00:11:41,896
Like, you know...
341
00:11:41,898 --> 00:11:43,198
you know what? That's kind of cool.
342
00:11:43,200 --> 00:11:44,799
So, Val, you know what?
343
00:11:44,801 --> 00:11:47,335
I want to hear, um, your thoughts
344
00:11:47,337 --> 00:11:49,537
about what can be done
that isn't being done.
345
00:11:49,539 --> 00:11:51,039
I know you've had a lot of experience.
346
00:11:51,041 --> 00:11:54,275
I think that we should have
a centralized maintenance list
347
00:11:54,277 --> 00:11:57,312
that can function for all of us.
348
00:11:57,314 --> 00:11:58,747
- Keeping the store in repair?
- Yeah.
349
00:11:58,749 --> 00:12:01,082
Because what happens is,
if something breaks...
350
00:12:01,084 --> 00:12:03,551
example, my parking lot lights are out.
351
00:12:03,553 --> 00:12:05,754
We, you know,
depending on your franchise,
352
00:12:05,756 --> 00:12:07,021
who are we calling?
353
00:12:07,023 --> 00:12:08,189
Okay.
354
00:12:08,191 --> 00:12:10,925
We've had many
marketing directors come in,
355
00:12:10,927 --> 00:12:13,027
and they go, "oh, please, let me know"
356
00:12:13,029 --> 00:12:14,763
"if there's anything
that I can help with."
357
00:12:14,765 --> 00:12:17,031
Okay, so you kind of
suggest some things,
358
00:12:17,033 --> 00:12:18,466
and nothing.
359
00:12:18,468 --> 00:12:19,868
- Right.
- It's frustrating.
360
00:12:19,870 --> 00:12:20,902
It's frustrating,
361
00:12:20,904 --> 00:12:22,804
and it make you not want
to do your best,
362
00:12:22,806 --> 00:12:24,406
or not make you want to care.
363
00:12:24,408 --> 00:12:25,874
Val gave me so much information.
364
00:12:25,876 --> 00:12:27,876
I'm worried that
this is the tip of the iceberg,
365
00:12:27,878 --> 00:12:30,044
and I'm going to have a notebook
overflowing of ideas
366
00:12:30,046 --> 00:12:31,112
by the time I finish.
367
00:12:31,114 --> 00:12:32,113
But I'm going to take the time
368
00:12:32,115 --> 00:12:33,148
to think about all of them.
369
00:12:33,150 --> 00:12:34,282
I'm glad you're telling me this.
370
00:12:34,284 --> 00:12:36,084
You do want
to acknowledge your employees.
371
00:12:36,086 --> 00:12:37,352
Things that I've done for my employees,
372
00:12:37,354 --> 00:12:39,721
I may give them free meals.
373
00:12:39,723 --> 00:12:41,823
Um, I try to give a weekend off a month.
374
00:12:41,825 --> 00:12:43,324
She's been here ten years,
375
00:12:43,326 --> 00:12:44,793
Raselda's been here ten years,
376
00:12:44,795 --> 00:12:46,895
she's been here seven years.
377
00:12:46,897 --> 00:12:48,229
I want to be able to take care of them,
378
00:12:48,231 --> 00:12:50,365
because I want them to know
that I have their back.
379
00:12:50,367 --> 00:12:52,033
Right. Sure, sure.
380
00:12:52,035 --> 00:12:54,169
I was really glad to hear
about Val's ideas
381
00:12:54,171 --> 00:12:56,070
of how she recognizes her employees
382
00:12:56,072 --> 00:12:57,405
and appreciates them.
383
00:12:57,407 --> 00:12:58,973
She's a very talented manager,
384
00:12:58,975 --> 00:13:01,176
going the extra mile
to take care of her staff,
385
00:13:01,178 --> 00:13:02,410
and obviously, it's working.
386
00:13:02,412 --> 00:13:03,812
We're lucky to have her,
387
00:13:03,814 --> 00:13:05,580
and I'll consider all
of Val's different ideas.
388
00:13:05,582 --> 00:13:06,815
And those that make sense,
389
00:13:06,817 --> 00:13:08,249
we'll communicate
to our franchise partners
390
00:13:08,251 --> 00:13:09,317
all over the system.
391
00:13:09,319 --> 00:13:10,819
I want to ask you a favor.
392
00:13:10,821 --> 00:13:12,053
Okay.
393
00:13:12,055 --> 00:13:13,121
Don't tell anybody,
'cause this is a secret.
394
00:13:13,123 --> 00:13:14,255
Absolutely.
395
00:13:14,257 --> 00:13:15,690
I've had a long journey to finish here.
396
00:13:15,692 --> 00:13:18,393
I bet you have.
397
00:13:18,395 --> 00:13:19,427
- Thank you
- Yep.
398
00:13:19,429 --> 00:13:21,830
- Okay. All right.
- Thank you.
399
00:13:27,369 --> 00:13:29,838
I feel like I kind of
blew it with Val yesterday,
400
00:13:29,840 --> 00:13:31,239
so I want to get out of L.A.,
401
00:13:31,241 --> 00:13:33,541
to see if I can still pull off
this undercover journey.
402
00:13:33,543 --> 00:13:35,043
Today, I'm in Reno, Nevada,
403
00:13:35,045 --> 00:13:36,144
and I'll be working as a shift leader.
404
00:13:36,146 --> 00:13:37,645
Hi. Welcome to Fatburger.
405
00:13:37,647 --> 00:13:39,647
I've heard that this store
is kind of a disaster,
406
00:13:39,649 --> 00:13:41,983
and I know that
it has always underperformed.
407
00:13:41,985 --> 00:13:44,919
This store is in the bottom 10%
of all our stores in the system,
408
00:13:44,921 --> 00:13:47,589
and I want to go undercover
and find out what's going on.
409
00:13:47,591 --> 00:13:49,858
- Hi. Are you Lisa?
- I'm Lisa.
410
00:13:49,860 --> 00:13:51,392
- Are you the contestant?
- Myron. How are you?
411
00:13:51,394 --> 00:13:53,027
- Hi, nice to meet you.
- Good to meet you.
412
00:13:53,029 --> 00:13:54,496
So I'm the shift leader here.
413
00:13:54,498 --> 00:13:55,930
I make sure everything's going good,
414
00:13:55,932 --> 00:13:58,233
we have everything we need for the day.
415
00:13:58,235 --> 00:13:59,434
So I'm going to train you.
Are you ready?
416
00:13:59,436 --> 00:14:00,668
- I'm ready.
- All right, let's go.
417
00:14:00,670 --> 00:14:02,804
We have our register right here.
418
00:14:02,806 --> 00:14:04,839
When you're doing the register,
you are the front person.
419
00:14:04,841 --> 00:14:06,374
They walk in, and they see you.
420
00:14:06,376 --> 00:14:07,542
- Right.
- So you have to be like,
421
00:14:07,544 --> 00:14:09,143
"hi, how are you? Welcome to Fatburger."
422
00:14:09,145 --> 00:14:11,379
You know, you gotta be super
happy and super excited.
423
00:14:11,381 --> 00:14:12,347
I'm looking forward to that.
424
00:14:12,349 --> 00:14:13,549
So say they want a small fat.
425
00:14:13,550 --> 00:14:16,851
They want to add cheese, egg, and bacon.
426
00:14:16,853 --> 00:14:18,553
It's really self-explanatory.
427
00:14:18,555 --> 00:14:20,054
And you want to try
to call it out before.
428
00:14:20,056 --> 00:14:21,956
Like, say they're standing here
ordering,
429
00:14:21,958 --> 00:14:23,491
"oh, I want a small fat
and a medium fat."
430
00:14:23,493 --> 00:14:24,726
You go, "small fat, medium fat."
431
00:14:24,728 --> 00:14:26,294
Okay, what would you like
on that burger?"
432
00:14:26,296 --> 00:14:27,929
So they can drop the meat,
get it cooking,
433
00:14:27,931 --> 00:14:30,231
'cause it does take
a while to cook, so...
434
00:14:30,233 --> 00:14:32,033
all right, you ready?
435
00:14:32,035 --> 00:14:33,167
Just help me out with one, please.
436
00:14:33,169 --> 00:14:34,235
Yeah, yeah. Hi, welcome to Fatburger.
437
00:14:34,237 --> 00:14:35,236
How are you guys?
438
00:14:35,238 --> 00:14:36,671
What would you like?
439
00:14:36,673 --> 00:14:39,474
A single with cheese.
440
00:14:39,476 --> 00:14:43,745
What cheese... would you like
cheddar, Swiss, or American?
441
00:14:43,747 --> 00:14:46,581
Okay, don't forget to call it out, okay?
442
00:14:46,583 --> 00:14:48,049
- Small fat.
- Small fat.
443
00:14:48,051 --> 00:14:49,551
- Medium fat.
- Medium fat.
444
00:14:49,553 --> 00:14:51,686
- Skinny fry.
- Skinny fry.
445
00:14:51,688 --> 00:14:53,521
My first reaction to Myron...
446
00:14:53,523 --> 00:14:55,690
he kind of seemed stiff
and kind of rigid
447
00:14:55,692 --> 00:14:57,058
and scared and nervous.
448
00:14:57,060 --> 00:14:58,359
Hi, welcome to Fatburger.
449
00:15:00,863 --> 00:15:04,165
Okay.
450
00:15:04,167 --> 00:15:06,734
Cheddar, Swiss, American?
451
00:15:06,736 --> 00:15:07,835
Cheddar. Okay.
452
00:15:07,837 --> 00:15:10,104
Cheddar. Wait, hold on.
453
00:15:12,908 --> 00:15:14,208
So how do I open... modify?
454
00:15:14,210 --> 00:15:15,443
Modify.
455
00:15:15,445 --> 00:15:17,178
Gotta highlight and hit delete.
456
00:15:17,180 --> 00:15:19,213
I'm familiar with how
the cash register system works,
457
00:15:19,215 --> 00:15:20,748
but it's still complicated to do it
458
00:15:20,750 --> 00:15:22,083
in front of customers
for the first time.
459
00:15:22,085 --> 00:15:23,351
That's all right.
460
00:15:23,353 --> 00:15:24,419
Okay, you're going to have
to help me with this.
461
00:15:24,421 --> 00:15:25,687
There you go, yeah.
462
00:15:25,689 --> 00:15:26,754
You gotta have them sign it.
463
00:15:26,756 --> 00:15:27,755
It's over $20.
464
00:15:27,757 --> 00:15:29,958
Oh, my gosh.
465
00:15:29,960 --> 00:15:31,025
Sorry. Thanks for your patience.
466
00:15:31,027 --> 00:15:32,393
Oh, no problem.
467
00:15:32,395 --> 00:15:34,896
You didn't get their name.
468
00:15:34,898 --> 00:15:38,800
- What's your name?
- Melissa.
469
00:15:38,802 --> 00:15:40,401
Okay, try and be a little more...
470
00:15:40,403 --> 00:15:42,170
"yeah! How you doin'?"
471
00:15:42,172 --> 00:15:43,104
Right. I'll do the best I can.
472
00:15:43,106 --> 00:15:44,205
All right. You can do it.
473
00:15:44,207 --> 00:15:45,506
Don't be nervous. It's okay.
474
00:15:48,210 --> 00:15:49,877
- Small fat.
- Small fat.
475
00:15:49,879 --> 00:15:51,713
- Skinny fry.
- Skinny fry.
476
00:15:51,715 --> 00:15:53,247
- Medium fat.
- Medium fat.
477
00:15:53,249 --> 00:15:54,449
Two skinny fry.
478
00:15:54,451 --> 00:15:56,284
Myron would definitely
have to loosen up a little
479
00:15:56,286 --> 00:15:57,318
before he worked at Fatburger,
480
00:15:57,320 --> 00:15:59,821
but it wouldn't take long.
481
00:16:02,124 --> 00:16:04,559
- Yes.
- Do we have ranch?
482
00:16:04,561 --> 00:16:05,627
- No.
- Oh, you don't have it?
483
00:16:05,629 --> 00:16:07,962
No, we don't have any ranch.
484
00:16:09,765 --> 00:16:10,798
- Toni.
- Yeah?
485
00:16:10,800 --> 00:16:11,899
We don't have any more large bags?
486
00:16:11,901 --> 00:16:13,501
No, we just have mediums right now.
487
00:16:13,503 --> 00:16:14,535
Okay.
488
00:16:14,537 --> 00:16:16,004
It's really, really, super important
489
00:16:16,006 --> 00:16:17,939
to do your orders correctly.
490
00:16:17,941 --> 00:16:19,440
Like, if you're going
to run a burger place,
491
00:16:19,442 --> 00:16:20,842
you have to make sure
you have your hamburgers.
492
00:16:20,844 --> 00:16:22,377
"Sorry, we're out of hamburgers today."
493
00:16:22,379 --> 00:16:26,247
Yeah, we've done...
that's happened here before.
494
00:16:26,249 --> 00:16:28,016
Believe it or not,
we have run out of meat before.
495
00:16:28,018 --> 00:16:30,351
We've had to turn people away,
and they get upset,
496
00:16:30,353 --> 00:16:32,186
and they don't come back.
497
00:16:32,188 --> 00:16:33,855
How do you run out of meat?
498
00:16:33,857 --> 00:16:35,990
You didn't order it,
or you didn't pay for the order?
499
00:16:35,992 --> 00:16:37,792
- What happened?
- It just didn't get ordered.
500
00:16:37,794 --> 00:16:40,161
Nobody was doing the paperwork that says
501
00:16:40,163 --> 00:16:43,097
you need to order
this much meat for this week.
502
00:16:43,099 --> 00:16:44,732
It's very important.
503
00:16:44,734 --> 00:16:46,000
Yeah, no. I get it, loud and clear.
504
00:16:46,002 --> 00:16:47,001
- Yeah.
- Yeah.
505
00:16:47,003 --> 00:16:48,369
I was really concerned when I found out
506
00:16:48,371 --> 00:16:50,038
that things weren't
being ordered correctly.
507
00:16:50,040 --> 00:16:51,806
They can't be missing items like meat.
508
00:16:51,808 --> 00:16:53,141
How are you going to make a Fatburger
509
00:16:53,143 --> 00:16:54,575
if you're missing ingredients?
510
00:16:54,577 --> 00:16:56,377
I need to look into
who's supervising the manager
511
00:16:56,379 --> 00:16:57,812
and how they ordered.
512
00:16:57,814 --> 00:16:59,781
All right, so we're going
to go outside and clean up.
513
00:16:59,783 --> 00:17:02,350
- Oh, it's a mess.
- Yeah, it is a mess.
514
00:17:02,352 --> 00:17:04,619
So are you married? Kids?
515
00:17:04,621 --> 00:17:06,654
Um, I was married, actually.
516
00:17:06,656 --> 00:17:07,588
I have three kids.
517
00:17:07,590 --> 00:17:08,690
- U do?
- Um, yeah.
518
00:17:08,692 --> 00:17:09,624
My husband passed away.
519
00:17:09,626 --> 00:17:11,259
Oh, he did? What happened?
520
00:17:11,261 --> 00:17:14,796
We had separated in January of last year
521
00:17:14,798 --> 00:17:15,897
because he was doing drugs.
522
00:17:15,899 --> 00:17:17,065
So we separated,
523
00:17:17,067 --> 00:17:19,367
and then we found out
he had a heart condition.
524
00:17:19,369 --> 00:17:22,804
The drugs basically
ate his aortic valve.
525
00:17:22,806 --> 00:17:25,440
Um... this is still kind of hard
for me to talk about.
526
00:17:25,442 --> 00:17:26,641
Oh, I'm sorry to hear that.
527
00:17:26,643 --> 00:17:28,609
And he actually passed away
528
00:17:28,611 --> 00:17:32,647
the day after our son's first birthday.
529
00:17:32,649 --> 00:17:34,615
And then when he passed away,
530
00:17:34,617 --> 00:17:36,350
I.. I lost everything.
531
00:17:36,352 --> 00:17:38,820
I lost my house. I lost my car.
532
00:17:38,822 --> 00:17:40,722
I lost everything.
I still don't have a car.
533
00:17:40,724 --> 00:17:43,324
I was sleeping
in my sister's living room...
534
00:17:43,326 --> 00:17:44,959
- With the kids?
- With the kids.
535
00:17:44,961 --> 00:17:46,994
How buried are you in debt, and how...
536
00:17:46,996 --> 00:17:48,129
Oh, gosh.
537
00:17:48,131 --> 00:17:49,797
His medical bills alone,
538
00:17:49,799 --> 00:17:51,165
'cause we didn't have insurance...
539
00:17:51,167 --> 00:17:53,534
$250,000.
540
00:17:53,536 --> 00:17:54,769
Wow.
541
00:17:54,771 --> 00:17:57,004
- I'm sorry.
- It's okay.
542
00:17:57,006 --> 00:17:58,573
And I know it's not my fault,
543
00:17:58,575 --> 00:17:59,574
but that still is always
in the back of my mind.
544
00:17:59,576 --> 00:18:01,075
Well, you can't be responsible
545
00:18:01,077 --> 00:18:03,144
for someone else
not taking care of themselves.
546
00:18:03,146 --> 00:18:04,178
- Yeah.
- You can't.
547
00:18:04,180 --> 00:18:06,047
Even though you feel like you are.
548
00:18:06,049 --> 00:18:07,582
But you have to be responsible for you.
549
00:18:07,584 --> 00:18:08,516
Right.
550
00:18:08,518 --> 00:18:09,484
I'm here to raise those kids
551
00:18:09,486 --> 00:18:11,419
and give them a good life, so...
552
00:18:11,421 --> 00:18:12,687
I'm sure you will, too.
553
00:18:12,689 --> 00:18:16,224
I have three kids, and it's, um...
554
00:18:16,226 --> 00:18:17,458
it's not easy.
555
00:18:17,460 --> 00:18:19,794
There isn't anything
about it that's easy.
556
00:18:19,796 --> 00:18:20,928
Yeah.
557
00:18:20,930 --> 00:18:23,698
So I got locked up
in jail a few years ago...
558
00:18:23,700 --> 00:18:26,167
for being in the middle
of a bad business deal
559
00:18:26,169 --> 00:18:27,835
and getting some really bad
legal advice.
560
00:18:27,837 --> 00:18:29,804
And I know how difficult it was
561
00:18:29,806 --> 00:18:31,539
to go through that process.
562
00:18:31,541 --> 00:18:32,673
It's tough,
563
00:18:32,675 --> 00:18:34,041
and I think you've got a great attitude.
564
00:18:34,043 --> 00:18:35,810
It's great that you've
got your head around it
565
00:18:35,812 --> 00:18:37,245
to say, like, you know, "lookit."
566
00:18:37,247 --> 00:18:39,647
"Here's... here's what I have
to live for, these kids."
567
00:18:39,649 --> 00:18:40,748
Yeah, yeah.
568
00:18:40,750 --> 00:18:42,950
Having a job has really
made me feel better.
569
00:18:42,952 --> 00:18:45,119
And I, like... like, we're family here.
570
00:18:45,121 --> 00:18:46,320
We're the Fat Crew.
571
00:18:46,322 --> 00:18:47,522
Look at the ownership you take
of your job here.
572
00:18:47,524 --> 00:18:49,223
I mean, it's very telling.
573
00:18:49,225 --> 00:18:51,359
I hope that when I own a restaurant,
574
00:18:51,361 --> 00:18:52,460
I can take that kind of ownership,
575
00:18:52,462 --> 00:18:53,661
and say, you know,
576
00:18:53,663 --> 00:18:56,030
you're a stellar example
of how it should be run.
577
00:18:56,032 --> 00:18:57,965
I certainly understand what it's like
578
00:18:57,967 --> 00:18:59,267
to get kicked down on the canvas
579
00:18:59,269 --> 00:19:00,535
and have to pick yourself back up
580
00:19:00,537 --> 00:19:01,736
and get back in the ring.
581
00:19:01,738 --> 00:19:04,238
I had to reinvent myself
after going to jail,
582
00:19:04,240 --> 00:19:05,740
so I admire how hard she's working
583
00:19:05,742 --> 00:19:07,575
to give herself and her kids
a better life.
584
00:19:07,577 --> 00:19:09,677
Well, thank you again
for taking so much time today.
585
00:19:09,679 --> 00:19:10,845
- Yeah, you're very welcome.
- I appreciate it.
586
00:19:10,847 --> 00:19:12,346
- Yeah, definitely.
- Wish me luck, okay?
587
00:19:12,348 --> 00:19:13,347
Yeah. Oh, you'll do great.
588
00:19:13,349 --> 00:19:14,715
I know you will. Yeah.
589
00:19:14,717 --> 00:19:15,716
All right, you ready to go back inside?
590
00:19:15,718 --> 00:19:16,818
- Yeah, I am.
- All right.
591
00:19:16,820 --> 00:19:17,952
Let's grab those chairs.
592
00:19:21,156 --> 00:19:22,657
Coming up...
593
00:19:22,659 --> 00:19:24,125
Whoa.
594
00:19:24,127 --> 00:19:26,794
The boss experiences
a bun overload.
595
00:19:26,796 --> 00:19:28,563
Guys, you gotta stop the line.
596
00:19:28,565 --> 00:19:29,497
You gotta stop it.
597
00:19:29,499 --> 00:19:30,932
And, later...
598
00:19:30,934 --> 00:19:33,601
So I'm working for you, but why?
599
00:19:33,603 --> 00:19:35,069
Because you don't care about me.
600
00:19:35,071 --> 00:19:37,138
Andy finds
an Arizona Fatburger
601
00:19:37,140 --> 00:19:38,472
in dire straits.
602
00:19:38,474 --> 00:19:39,774
If you're going to run a business,
603
00:19:39,776 --> 00:19:41,843
you gotta be sure
you pay your employees.
604
00:19:41,845 --> 00:19:43,044
Of course.
605
00:19:51,563 --> 00:19:54,265
Andy Wiederhorn,
the CEO of Fatburger,
606
00:19:54,267 --> 00:19:58,736
is a boss undercover in his own company.
607
00:19:58,738 --> 00:20:00,471
His employees think he's a contestant
608
00:20:00,473 --> 00:20:01,472
on a reality show,
609
00:20:01,474 --> 00:20:04,275
trying to win his own restaurant.
610
00:20:04,277 --> 00:20:05,476
Uh-oh.
611
00:20:05,478 --> 00:20:07,979
You know, you look
like the president of Fatburger.
612
00:20:07,981 --> 00:20:09,747
Well, some of his employees.
613
00:20:09,749 --> 00:20:13,050
You know, this is, um...
this is Undercover Boss.
614
00:20:13,052 --> 00:20:14,819
He'll try harder
to keep his cover
615
00:20:14,821 --> 00:20:17,622
as his journey continues in California.
616
00:20:19,992 --> 00:20:21,492
Today, I'm in Carson, California,
617
00:20:21,494 --> 00:20:22,627
at the Puritan Bakery,
618
00:20:22,629 --> 00:20:25,730
where we make the hamburger buns
for Fatburger.
619
00:20:25,732 --> 00:20:28,466
Our bun recipe is one
of our secrets to our success.
620
00:20:28,468 --> 00:20:30,268
It's a sponge dough recipe
621
00:20:30,270 --> 00:20:31,936
that keeps that burger
from falling apart
622
00:20:31,938 --> 00:20:33,804
while you're holding it.
623
00:20:33,806 --> 00:20:36,040
The most important thing
I want to learn today at Puritan
624
00:20:36,042 --> 00:20:38,609
is the consistency in
the product they're generating.
625
00:20:38,611 --> 00:20:40,244
I want to make sure
that every bun looks the same,
626
00:20:40,246 --> 00:20:43,547
every bun feels the same,
every bun tastes the same.
627
00:20:43,549 --> 00:20:44,682
How you doing? I'm looking for Ramon.
628
00:20:44,684 --> 00:20:45,716
- Oh, hi.
- Ramon?
629
00:20:45,718 --> 00:20:46,684
Uh, yes, I'm Ramon.
630
00:20:46,686 --> 00:20:47,919
Nice to meet you. I'm Myron.
631
00:20:47,921 --> 00:20:50,454
Oh, nice meeting you.
I'm Ramon Gonzalez.
632
00:20:50,456 --> 00:20:52,456
I work... I'm the supervisor
in the bakery.
633
00:20:52,458 --> 00:20:53,457
- Oh, cool.
- Follow me, okay?
634
00:20:53,459 --> 00:20:54,458
Okay, great. Thank you.
635
00:20:54,460 --> 00:20:55,693
My first job for about four weeks
636
00:20:55,695 --> 00:20:56,861
when I was locked up was working
637
00:20:56,863 --> 00:20:57,828
in the prison bakery.
638
00:20:57,830 --> 00:20:59,163
I made thousands of cinnamon rolls,
639
00:20:59,165 --> 00:21:01,198
hot dog buns, and loaves of bread.
640
00:21:01,200 --> 00:21:04,602
So I think I know what I'm doing
in a bakery.
641
00:21:04,604 --> 00:21:05,903
Okay.
642
00:21:20,619 --> 00:21:24,088
- You have any questions?
- No, we just gotta move fast.
643
00:21:27,326 --> 00:21:29,193
Because as soon as...
644
00:21:34,933 --> 00:21:36,734
Not only are you trying to
make sure the buns are perfect,
645
00:21:36,736 --> 00:21:37,802
but you're trying to line them up
646
00:21:37,804 --> 00:21:39,804
so they go into the packaging straight,
647
00:21:39,806 --> 00:21:41,539
dozens at a time, and it's hard.
648
00:21:41,541 --> 00:21:43,307
There are so many coming so fast.
649
00:22:18,677 --> 00:22:20,478
Sure, okay. Go this way or that way?
650
00:22:20,480 --> 00:22:23,781
Myron, I think, is... he's too slow.
651
00:22:23,783 --> 00:22:25,683
I don't think he can do that job.
652
00:22:25,685 --> 00:22:28,586
All those buns, you're looking
on the crate there?
653
00:22:28,588 --> 00:22:29,854
You have to put it in the rack
654
00:22:29,856 --> 00:22:31,155
and stack them up.
655
00:22:31,157 --> 00:22:32,456
So are you ready?
656
00:22:32,458 --> 00:22:34,125
- I'm ready.
- Okay.
657
00:22:38,130 --> 00:22:40,231
Okay. Yeah, this is wrong, okay?
658
00:22:40,233 --> 00:22:41,332
This is wrong.
659
00:22:41,334 --> 00:22:42,500
Okay, you gotta do this.
660
00:22:42,502 --> 00:22:44,969
Make sure there's only one tray.
661
00:22:44,971 --> 00:22:45,970
This is two trays.
662
00:22:45,972 --> 00:22:48,039
You're gonna smash the buns.
663
00:22:53,812 --> 00:22:56,480
Uh, Myron, what I want to do is this.
664
00:23:00,085 --> 00:23:04,055
Okay.
665
00:23:10,729 --> 00:23:12,663
Working the bakery
is a physically demanding job.
666
00:23:12,665 --> 00:23:14,465
It's grueling. It's intense.
667
00:23:14,467 --> 00:23:16,634
You gotta keep your eye on it.
It's happening quickly.
668
00:23:16,636 --> 00:23:18,869
There's a lot of stress.
669
00:23:18,871 --> 00:23:22,339
Whoa. Whoa.
670
00:23:22,341 --> 00:23:23,908
Whoa, guys. Whoa.
671
00:23:23,910 --> 00:23:25,276
We should stop the line here.
672
00:23:25,278 --> 00:23:27,945
Guys, guys, you gotta stop the line.
673
00:23:27,947 --> 00:23:30,748
You gotta stop it.
674
00:23:30,750 --> 00:23:32,783
Stop it.
675
00:23:37,122 --> 00:23:39,390
Okay, Myron. I think this is too much.
676
00:23:39,392 --> 00:23:40,591
Too much?
677
00:23:40,593 --> 00:23:42,359
You can't sell these buns
like this, right?
678
00:23:42,361 --> 00:23:45,763
Oh no, no way.
679
00:23:45,765 --> 00:23:47,531
I think Myron is good at...
680
00:23:47,533 --> 00:23:51,068
may get better job
on the cleanup department.
681
00:23:51,070 --> 00:23:53,838
I know this was too much for a minute.
682
00:23:53,840 --> 00:23:55,272
I'm sorry about that. I know you tried.
683
00:23:55,274 --> 00:23:57,875
So you deserve a break. You worked hard.
684
00:23:57,877 --> 00:23:59,844
Let's go back and take a break, okay?
685
00:23:59,846 --> 00:24:01,145
How long have you worked here?
686
00:24:01,147 --> 00:24:02,746
Oh, my God. 25 years.
687
00:24:02,748 --> 00:24:04,348
- 25 years?
- 25 years.
688
00:24:04,350 --> 00:24:06,283
This year, I'm going to turn 25 years.
689
00:24:06,285 --> 00:24:08,719
This is the right place to work.
690
00:24:08,721 --> 00:24:11,455
This is a family, a family business.
691
00:24:11,457 --> 00:24:13,591
- So that's amazing.
- Oh, absolutely.
692
00:24:13,593 --> 00:24:15,793
It's really nice to
be part of the family.
693
00:24:15,795 --> 00:24:17,995
Exactly. That we're a part of the family.
694
00:24:20,532 --> 00:24:22,833
- For sure.
- It's my job every day.
695
00:24:22,835 --> 00:24:24,702
Every day for 25 years?
696
00:24:24,704 --> 00:24:27,138
25 years. It was my birthday yesterday.
697
00:24:27,140 --> 00:24:28,305
Really? How old are you?
698
00:24:28,307 --> 00:24:29,907
- Uh, 53.
- 53.
699
00:24:29,909 --> 00:24:30,808
53 years old.
700
00:24:30,810 --> 00:24:32,543
How many children do you have?
701
00:24:32,545 --> 00:24:36,313
I have four. We have a great family,
702
00:24:36,315 --> 00:24:37,381
and I'm very happy.
703
00:24:37,383 --> 00:24:38,516
Your wife raised all the kids with you?
704
00:24:38,518 --> 00:24:39,617
Does she work, or does she stay at home?
705
00:24:39,619 --> 00:24:42,153
No, she usually work a little bit.
706
00:24:44,723 --> 00:24:48,726
We've been through,
you know, like, family problems.
707
00:24:48,728 --> 00:24:49,660
What happened?
708
00:24:49,662 --> 00:24:51,228
We went to Mexico for vacation,
709
00:24:51,230 --> 00:24:57,234
and, uh, she had a problem, with
the immigration, uh, papers...
710
00:24:57,236 --> 00:24:58,869
So it's a legal problem she's fighting?
711
00:24:58,871 --> 00:25:03,240
Yeah, so she was... she was
deported for seven months.
712
00:25:03,242 --> 00:25:04,608
- Seven months.
- Yeah.
713
00:25:04,610 --> 00:25:05,776
She was stuck in Mexico seven months?
714
00:25:05,778 --> 00:25:08,812
Yeah. Man, it was so terrible.
715
00:25:08,814 --> 00:25:10,648
It was so... believe me.
716
00:25:10,650 --> 00:25:12,716
It's your wife, your best friend.
717
00:25:12,718 --> 00:25:15,753
It's a... it's a huge burden to have.
718
00:25:15,755 --> 00:25:17,855
Ramon is going through
an unnerving experience
719
00:25:17,857 --> 00:25:19,957
with his wife and her legal status.
720
00:25:19,959 --> 00:25:22,026
Having been in prison,
I know what it's like
721
00:25:22,028 --> 00:25:23,194
to be separated from your family,
722
00:25:23,196 --> 00:25:24,795
and there's just nothing good about it.
723
00:25:24,797 --> 00:25:25,763
It's still going on?
724
00:25:25,765 --> 00:25:27,031
It's still going on, yeah.
725
00:25:27,033 --> 00:25:29,934
We're still there.
We're hanging in there.
726
00:25:29,936 --> 00:25:32,469
You know, like, we're looking
for a good lawyer.
727
00:25:32,471 --> 00:25:36,640
Ramon has a very stressful
family legal problem
728
00:25:36,642 --> 00:25:37,775
to deal with right now,
729
00:25:37,777 --> 00:25:39,810
regarding his wife's immigration status,
730
00:25:39,812 --> 00:25:41,745
and yet he's committed to his family,
731
00:25:41,747 --> 00:25:42,880
and he's committed to his job.
732
00:25:42,882 --> 00:25:44,348
He's been here 25 years.
733
00:25:44,350 --> 00:25:47,384
And to come to work
with such a positive attitude
734
00:25:47,386 --> 00:25:50,521
is a great testament
to what a man he is.
735
00:25:52,757 --> 00:25:53,958
'Cause you know something's
always going on?
736
00:25:53,960 --> 00:25:55,593
Yeah. It's busy, busy, busy.
737
00:26:05,003 --> 00:26:07,238
Today, I'm visiting Fatburger
in Mesa, Arizona.
738
00:26:07,240 --> 00:26:09,240
I'll be working as an assistant manager.
739
00:26:09,242 --> 00:26:11,609
This is one of our oldest
franchisees in the system.
740
00:26:11,611 --> 00:26:13,344
Their sales have hit an all-time low.
741
00:26:13,346 --> 00:26:15,379
I want to understand what's
going on in this community
742
00:26:15,381 --> 00:26:17,815
that's not driving customers
into this restaurant.
743
00:26:17,817 --> 00:26:20,517
Hi there. I'm looking for Angelica?
744
00:26:20,519 --> 00:26:22,419
Yeah. She's back here.
745
00:26:22,421 --> 00:26:23,520
- Hi.
- Hi.
746
00:26:23,522 --> 00:26:24,455
Are you the contestant?
747
00:26:24,457 --> 00:26:25,589
I'm Myron. I am.
748
00:26:25,591 --> 00:26:26,790
Hi, my name's Angelica.
749
00:26:26,792 --> 00:26:28,225
I'm the assistant manager
here at Fatburger.
750
00:26:28,227 --> 00:26:29,660
Why don't we go ahead an
give you your uniform?
751
00:26:29,662 --> 00:26:34,164
Uh, just a hat and apron.
752
00:26:34,166 --> 00:26:35,366
Looking good.
753
00:26:35,368 --> 00:26:37,768
So I'm going
to show you around real quick.
754
00:26:37,770 --> 00:26:40,104
Um, all the fries you will need
are down here.
755
00:26:40,106 --> 00:26:41,739
Up top, you'll have the onion rings,
756
00:26:41,741 --> 00:26:43,774
and then this is all the shake stuff.
757
00:26:43,776 --> 00:26:45,976
Interesting thing about our fryer
758
00:26:45,978 --> 00:26:47,645
is that this side doesn't work.
759
00:26:47,647 --> 00:26:48,879
Absolutely can't use it.
760
00:26:48,881 --> 00:26:50,581
Uh, shakes are going to be over here.
761
00:26:50,583 --> 00:26:52,583
Blenders, shake sink.
762
00:26:52,585 --> 00:26:54,285
Um, this is kind of broken.
763
00:26:54,287 --> 00:26:57,354
I can't turn it off,
and it just sprays everywhere,
764
00:26:57,356 --> 00:26:59,556
but if you push on it, it turns off.
765
00:26:59,558 --> 00:27:01,191
Let go, keeps going.
766
00:27:01,193 --> 00:27:02,393
I don't really know.
767
00:27:02,395 --> 00:27:03,761
- Got it.
- I know, I know.
768
00:27:03,763 --> 00:27:04,828
It's hard, right? Messy fix?
769
00:27:04,830 --> 00:27:06,063
Okay.
770
00:27:06,065 --> 00:27:08,032
When Angelica was walking me
around the restaurant,
771
00:27:08,034 --> 00:27:09,800
telling me about the different
pieces of equipment
772
00:27:09,802 --> 00:27:10,934
that weren't working right...
773
00:27:10,936 --> 00:27:12,169
just annoying little details
774
00:27:12,171 --> 00:27:14,038
that make that restaurant
not quite as efficient...
775
00:27:14,040 --> 00:27:16,273
and it makes the job frustrating
for the employee.
776
00:27:16,275 --> 00:27:19,443
So today, I'm going
to start you on onion rings.
777
00:27:19,445 --> 00:27:20,644
How long have you been here?
778
00:27:20,646 --> 00:27:22,112
Uh, 2 1/2 years.
779
00:27:22,114 --> 00:27:24,915
Actually, I think it's 2 years
and 7 months this month.
780
00:27:24,917 --> 00:27:26,183
2 years and 7 months, wow.
781
00:27:26,185 --> 00:27:28,686
With the onion rings,
you drop it in the basket.
782
00:27:28,688 --> 00:27:31,889
I've been married almost
as long as I've worked here.
783
00:27:31,891 --> 00:27:33,657
Really? What else do you do
784
00:27:33,659 --> 00:27:35,693
when you're not working
in the restaurant?
785
00:27:35,695 --> 00:27:36,960
I really want to go to school.
786
00:27:36,962 --> 00:27:39,296
- What kind of school?
- I really want to be a nurse.
787
00:27:39,298 --> 00:27:41,432
How about, um, vacations?
788
00:27:41,434 --> 00:27:43,400
Have you guys...
have you taken a vacation?
789
00:27:43,402 --> 00:27:44,902
Oh, no. Please.
790
00:27:44,904 --> 00:27:48,138
- Not happening?
- We don't even know that word.
791
00:27:48,140 --> 00:27:52,009
Um, let's go see what cleaning
tasks we can't get done,
792
00:27:52,011 --> 00:27:54,278
since it's going to be
a little bit slow here.
793
00:27:56,381 --> 00:27:58,649
I hope I win my own
restaurant, but we'll see.
794
00:27:58,651 --> 00:27:59,950
I hope so, too.
795
00:27:59,952 --> 00:28:04,888
Um, something to... to really,
um, think about?
796
00:28:04,890 --> 00:28:09,493
If you're seriously going into
wanting to own a restaurant...
797
00:28:09,495 --> 00:28:13,163
- Right?
- Is employee appreciation.
798
00:28:13,165 --> 00:28:15,265
Like, um, for example,
799
00:28:15,267 --> 00:28:18,469
the only time that we ever
really see the owner
800
00:28:18,471 --> 00:28:20,471
is if something's broken
and we can't fix it,
801
00:28:20,473 --> 00:28:23,307
and even then,
if it's not a high priority,
802
00:28:23,309 --> 00:28:25,376
we won't ever see him.
803
00:28:25,378 --> 00:28:26,610
I mean, he doesn't come around,
804
00:28:26,612 --> 00:28:27,611
he doesn't check up
to see how we're doing.
805
00:28:27,613 --> 00:28:29,279
Every the time he calls, it's to...
806
00:28:29,281 --> 00:28:31,281
because something else
is going on at another store,
807
00:28:31,283 --> 00:28:34,518
and he needs either food
or more materials from us,
808
00:28:34,520 --> 00:28:36,387
and... and so it's really like,
809
00:28:36,389 --> 00:28:39,123
"so I'm working for you, but why?"
810
00:28:39,125 --> 00:28:41,258
"Because you don't care about me."
811
00:28:41,260 --> 00:28:43,227
Also, like, payroll.
812
00:28:43,229 --> 00:28:44,561
We're struggling so hard,
813
00:28:44,563 --> 00:28:45,662
by the time we get our paychecks,
814
00:28:45,664 --> 00:28:47,231
there's no money in the bank.
815
00:28:47,233 --> 00:28:48,966
If you're gonna run a business,
816
00:28:48,968 --> 00:28:50,167
you've gotta make sure
you pay your employees.
817
00:28:50,169 --> 00:28:51,135
Sure. Right.
818
00:28:51,137 --> 00:28:53,937
Have you... have you told him that?
819
00:28:55,408 --> 00:28:57,007
The man signs my paychecks.
820
00:28:57,009 --> 00:28:59,543
I am not about to... to start that.
821
00:28:59,545 --> 00:29:01,678
There's so many red flags
going on in this restaurant.
822
00:29:01,680 --> 00:29:02,980
Normally you would say, "okay",
823
00:29:02,982 --> 00:29:04,783
there's a whole bunch
of little problems here,
824
00:29:04,784 --> 00:29:06,683
but to hear how this franchise operator
825
00:29:06,685 --> 00:29:08,786
is having to hold a payroll check
826
00:29:08,788 --> 00:29:10,354
until it can clear the bank...
827
00:29:10,356 --> 00:29:12,423
I mean, who wants to come to
work and have to deal with that?
828
00:29:12,425 --> 00:29:15,359
I mean, if you...
you keep your employees happy,
829
00:29:15,361 --> 00:29:17,161
then the restaurant runs great.
830
00:29:17,163 --> 00:29:19,163
It creates a whole vibe.
831
00:29:19,165 --> 00:29:21,732
- Yikes.
- It's okay.
832
00:29:21,734 --> 00:29:22,966
It's obvious to me that I need
833
00:29:22,968 --> 00:29:24,768
to sit down with this franchisee
834
00:29:24,770 --> 00:29:26,770
and talk to him about how he's
835
00:29:26,772 --> 00:29:29,273
managing his relationships
with his employees.
836
00:29:29,275 --> 00:29:31,475
All right, team work.
837
00:29:31,477 --> 00:29:34,344
This process has reminded me
that our family business
838
00:29:34,346 --> 00:29:36,880
has an extended family,
and that is our employees
839
00:29:36,882 --> 00:29:38,582
and our franchise partners.
840
00:29:38,584 --> 00:29:41,318
And we have to band together
when times get tough
841
00:29:41,320 --> 00:29:43,387
and make sure
that everyone in the family
842
00:29:43,389 --> 00:29:44,421
is being taken care of.
843
00:29:44,423 --> 00:29:46,457
As CEO, it's my responsibility
844
00:29:46,459 --> 00:29:49,026
to make sure that that's happening.
845
00:29:49,028 --> 00:29:51,261
Coming up...
how will the employees react
846
00:29:51,263 --> 00:29:53,697
when they find out that Myron
is really the boss?
847
00:29:53,699 --> 00:29:56,333
My name's Andy Wiederhorn,
848
00:29:56,335 --> 00:29:58,435
I'm the Chief Executive
Officer of Fatburger.
849
00:29:58,437 --> 00:30:00,337
What? Really?
850
00:30:00,339 --> 00:30:01,572
And what will happen
851
00:30:01,574 --> 00:30:04,641
when Andy tries
to fix Angelica's problem?
852
00:30:18,858 --> 00:30:20,325
All of the people that I worked with
853
00:30:20,327 --> 00:30:22,594
think they have been called here
to give feedback
854
00:30:22,596 --> 00:30:24,763
on whether or not
I deserve to win the money
855
00:30:24,765 --> 00:30:27,032
to start my own restaurant.
856
00:30:27,034 --> 00:30:29,567
And I also called our franchise
partner in Arizona.
857
00:30:29,569 --> 00:30:31,336
I really want to make this connection
858
00:30:31,338 --> 00:30:34,639
between Angelica and her franchise owner
859
00:30:34,641 --> 00:30:37,442
and fix this problem for both of them.
860
00:30:41,180 --> 00:30:43,281
Hi.
861
00:30:43,283 --> 00:30:45,216
Do you recognize me at all?
862
00:30:45,218 --> 00:30:47,585
Um...
863
00:30:47,587 --> 00:30:48,753
No.
864
00:30:48,755 --> 00:30:51,156
Do you think Myron
would win the competition,
865
00:30:51,158 --> 00:30:52,590
or maybe not so much?
866
00:30:52,592 --> 00:30:53,825
I think you already know,
867
00:30:53,827 --> 00:30:55,527
'cause you're sitting
right in front of me.
868
00:30:55,529 --> 00:30:57,562
- Do I look like Myron?
- I know you're him.
869
00:30:57,564 --> 00:30:58,663
You are my...
870
00:30:58,665 --> 00:31:01,099
I remember your lips
and your face.
871
00:31:01,101 --> 00:31:02,901
You're right.
872
00:31:02,903 --> 00:31:04,569
My name's Andy Wiederhorn,
873
00:31:04,571 --> 00:31:06,371
and I'm the Chief Executive
Officer of Fatburger.
874
00:31:06,373 --> 00:31:07,439
Wow.
875
00:31:07,441 --> 00:31:09,174
You're on Undercover Boss.
876
00:31:09,176 --> 00:31:12,577
What? Really?
877
00:31:12,579 --> 00:31:14,612
Cool. Whew!
878
00:31:14,614 --> 00:31:17,048
Fun.
879
00:31:17,050 --> 00:31:20,218
That's a nice, big surprise for me.
880
00:31:20,220 --> 00:31:23,354
Ramon, you've worked
for Puritan for 25 years.
881
00:31:23,356 --> 00:31:24,355
Yes.
882
00:31:24,357 --> 00:31:26,057
I like to. I like my job.
883
00:31:26,059 --> 00:31:28,827
And the whole thing
is like family there.
884
00:31:28,829 --> 00:31:31,196
We work together really hard,
every day, single day.
885
00:31:31,198 --> 00:31:32,197
And your team...
886
00:31:32,199 --> 00:31:33,998
you have great team members there,
887
00:31:34,000 --> 00:31:35,567
and you were showing them that passion...
888
00:31:35,569 --> 00:31:37,202
every bun's gotta be perfect
or we're not shipping it.
889
00:31:37,204 --> 00:31:38,570
Exactly.
890
00:31:38,572 --> 00:31:41,873
Ramon, you told me about
your wife's legal problems.
891
00:31:41,875 --> 00:31:43,174
Yes.
892
00:31:43,176 --> 00:31:45,610
Your wife's immigration struggle
893
00:31:45,612 --> 00:31:46,678
is very scary.
894
00:31:46,680 --> 00:31:48,146
Yeah, it's scary, yeah.
895
00:31:48,148 --> 00:31:50,782
I've been in the situation
where there was uncertainty,
896
00:31:50,784 --> 00:31:52,550
and it eats you alive.
897
00:31:52,552 --> 00:31:54,552
- Yeah. Yes.
- And I want to help you.
898
00:31:54,554 --> 00:31:57,589
And we're gonna set aside $50,000
899
00:31:57,591 --> 00:31:59,257
and hire the best lawyer
900
00:31:59,259 --> 00:32:01,159
to deal with these immigration problems
901
00:32:01,161 --> 00:32:02,694
for your wife and you.
902
00:32:02,696 --> 00:32:03,695
Thank you.
903
00:32:03,697 --> 00:32:06,131
And get this stress off your back.
904
00:32:06,133 --> 00:32:08,833
I'm sorry. It's, uh...
905
00:32:08,835 --> 00:32:10,535
It's okay.
906
00:32:10,537 --> 00:32:13,104
Andy, I think I really... I really...
907
00:32:13,106 --> 00:32:15,240
that is really amazing for me.
908
00:32:15,242 --> 00:32:17,275
And I will say thank you.
909
00:32:17,277 --> 00:32:20,078
Thank you so much, very much,
910
00:32:20,080 --> 00:32:22,847
for all those opportunity
you given to me.
911
00:32:22,849 --> 00:32:26,084
I wish you the best of luck with it.
912
00:32:26,086 --> 00:32:28,052
It's amazing, I mean,
it's incredible for me,
913
00:32:28,054 --> 00:32:31,523
somebody that have a big heart
and help me.
914
00:32:31,525 --> 00:32:35,693
I'm so happy,
and I will say thank you so much
915
00:32:35,695 --> 00:32:37,795
for everything that happen to me.
916
00:32:37,797 --> 00:32:40,665
Angelica, you got it.
917
00:32:40,667 --> 00:32:42,667
You knew with absolute detail
918
00:32:42,669 --> 00:32:44,769
why things worked,
how they had to be done.
919
00:32:44,771 --> 00:32:45,870
You did a brilliant job.
920
00:32:45,872 --> 00:32:47,138
Well, thank you.
921
00:32:47,140 --> 00:32:49,174
I'm already gonna start crying.
922
00:32:49,176 --> 00:32:51,910
You shared with me
that you got married recently.
923
00:32:51,912 --> 00:32:54,045
And you told me you've never even
924
00:32:54,047 --> 00:32:55,146
been on a vacation together.
925
00:32:55,148 --> 00:32:58,750
And so I'm gonna give you guys $10,000
926
00:32:58,752 --> 00:33:00,151
for a honeymoon together.
927
00:33:00,153 --> 00:33:04,923
Holy crap.
928
00:33:06,893 --> 00:33:10,795
That would be amazing.
929
00:33:10,797 --> 00:33:14,232
You told me that you
want to go to nursing school.
930
00:33:14,234 --> 00:33:17,135
I'll help you figure out how
to get through nursing school
931
00:33:17,137 --> 00:33:21,206
and I'll take care of the tuition...
932
00:33:21,208 --> 00:33:23,875
So you can live out your dream
to become a nurse.
933
00:33:23,877 --> 00:33:26,878
It's something that I really want,
934
00:33:26,880 --> 00:33:30,181
and I appreciate all of your generosity.
935
00:33:30,183 --> 00:33:31,916
Thank you so much.
936
00:33:31,918 --> 00:33:36,120
This is really, really big.
This is a big thing.
937
00:33:36,122 --> 00:33:39,357
I get excited when I win $3
on a scratcher ticket,
938
00:33:39,359 --> 00:33:43,161
so this is huge.
939
00:33:43,163 --> 00:33:44,829
Okay, one last thing.
940
00:33:48,033 --> 00:33:49,701
'Kay.
941
00:33:49,703 --> 00:33:51,769
One of the things you shared with me
942
00:33:51,771 --> 00:33:53,938
was about employee recognition.
943
00:33:53,940 --> 00:33:55,240
The owner doesn't come around,
944
00:33:55,242 --> 00:33:57,008
he doesn't check up
to see how we're doing,
945
00:33:57,010 --> 00:34:00,712
and so it's really like,
so I'm working for you, but why?
946
00:34:00,714 --> 00:34:02,013
I came to your store
947
00:34:02,015 --> 00:34:04,549
because I knew something
was really wrong with it,
948
00:34:04,551 --> 00:34:06,317
and you told me that you didn't
feel that you were appreciated.
949
00:34:06,319 --> 00:34:09,320
That really upset me.
950
00:34:09,322 --> 00:34:10,989
And I want to do something about it.
951
00:34:10,991 --> 00:34:12,223
That would be amazing.
952
00:34:12,225 --> 00:34:14,792
So hold on a second.
953
00:34:16,929 --> 00:34:18,796
Hi. Can you come in?
954
00:34:18,798 --> 00:34:21,566
Great.
955
00:34:26,705 --> 00:34:29,140
- Hi.
- Hey. How are you?
956
00:34:29,142 --> 00:34:30,275
Hi, there.
957
00:34:30,277 --> 00:34:32,377
I'm a little nerve-wracked, but yeah.
958
00:34:32,379 --> 00:34:35,046
So...
959
00:34:35,048 --> 00:34:38,516
Marcus is the franchise owner
for the store that you work for.
960
00:34:38,518 --> 00:34:39,951
Your boss.
961
00:34:39,953 --> 00:34:44,422
I'd like you to tell Marcus
what's on your mind here.
962
00:34:45,724 --> 00:34:49,060
'Cause it's important to me
that this problem get solved.
963
00:34:49,062 --> 00:34:50,595
Um...
964
00:34:52,197 --> 00:34:57,235
I feel that there is a lack
for positive reinforcement.
965
00:34:57,237 --> 00:35:00,138
Especially when
we're short on equipment,
966
00:35:00,140 --> 00:35:03,207
and things don't work out
the way they're supposed to.
967
00:35:03,209 --> 00:35:06,077
And it's not recognized
that we still work
968
00:35:06,079 --> 00:35:08,379
under those conditions
and make everything flow.
969
00:35:08,381 --> 00:35:10,782
For customers to be upset at us
970
00:35:10,784 --> 00:35:12,817
because they don't know what's going on,
971
00:35:12,819 --> 00:35:17,155
it's frustrating, because
we want them to come back.
972
00:35:18,757 --> 00:35:20,992
That's... that's tough.
973
00:35:20,994 --> 00:35:24,028
I... I really feel like, you know,
974
00:35:24,030 --> 00:35:25,997
I wish I could do more for you.
975
00:35:25,999 --> 00:35:29,334
Marcus, you understand
what Angelica's talking about,
976
00:35:29,336 --> 00:35:31,035
which is there's frustrations
with the equipment
977
00:35:31,037 --> 00:35:33,471
and things being broken,
but the most important thing
978
00:35:33,473 --> 00:35:35,406
is she wants to feel appreciated.
979
00:35:35,408 --> 00:35:37,809
And it's hard
for an employee who's hourly
980
00:35:37,811 --> 00:35:41,679
to not get their paycheck.
981
00:35:41,681 --> 00:35:44,182
I mean, everything
you're saying is... is right on.
982
00:35:44,184 --> 00:35:45,683
And I've...
983
00:35:45,685 --> 00:35:49,053
I don't know, you know, if it's
just embarrassment or ego,
984
00:35:49,055 --> 00:35:52,023
but I've... you know,
I've tried to keep that...
985
00:35:52,025 --> 00:35:53,558
that side of it away from the employees
986
00:35:53,560 --> 00:35:55,727
as much as I could, you know.
987
00:35:55,729 --> 00:35:57,161
I don't want them to worry about
988
00:35:57,163 --> 00:35:59,931
the burdens that... that I have to face.
989
00:35:59,933 --> 00:36:02,166
I'd like to do more,
'cause I feel like...
990
00:36:02,168 --> 00:36:04,335
I don't wanna let you down,
991
00:36:04,337 --> 00:36:05,970
'cause you've always been there for us.
992
00:36:05,972 --> 00:36:07,472
Thank you.
993
00:36:07,474 --> 00:36:10,475
I recognize how hard it is
to operate in this environment.
994
00:36:10,477 --> 00:36:13,311
And it's hard just trying
to make payroll every week.
995
00:36:13,313 --> 00:36:16,247
Marcus, I want to help you
so this never happens again.
996
00:36:16,249 --> 00:36:19,283
One, you have some equipment
that's broken in the Mesa store.
997
00:36:19,285 --> 00:36:21,986
We want to fix all of those problems
998
00:36:21,988 --> 00:36:23,054
in the restaurant for you.
999
00:36:23,056 --> 00:36:24,589
That would be a big help.
1000
00:36:24,591 --> 00:36:25,890
Marcus,
1001
00:36:25,892 --> 00:36:28,226
you came to me a year ago
1002
00:36:28,228 --> 00:36:31,929
and were unable to pay
your royalties as a franchisee.
1003
00:36:31,931 --> 00:36:35,166
And today, that debt
is somewhere between
1004
00:36:35,168 --> 00:36:38,369
$50,000 and $75,000.
1005
00:36:38,371 --> 00:36:40,838
So one thing I want to do
for you is to forgive that loan
1006
00:36:40,840 --> 00:36:44,742
from the company to you.
1007
00:36:44,744 --> 00:36:45,977
And I want you to take that money
1008
00:36:45,979 --> 00:36:49,480
to try to right your ship
and save these jobs
1009
00:36:49,482 --> 00:36:50,915
and make payroll.
1010
00:36:50,917 --> 00:36:53,451
I don't even know
how to begin to say thank you.
1011
00:36:53,453 --> 00:36:55,520
I want a commitment from you
1012
00:36:55,522 --> 00:36:56,888
that you're gonna treat
the employees better
1013
00:36:56,890 --> 00:36:59,123
and you're gonna recognize them
and appreciate them
1014
00:36:59,125 --> 00:37:00,992
for what they're doing for you also.
1015
00:37:00,994 --> 00:37:04,529
Absolutely. I mean, you know...
1016
00:37:04,531 --> 00:37:05,530
These guys are everything.
1017
00:37:05,532 --> 00:37:08,032
I mean, you know, we're...
1018
00:37:08,034 --> 00:37:09,267
A customer doesn't see you,
1019
00:37:09,269 --> 00:37:11,502
they don't see me, they see them.
1020
00:37:11,504 --> 00:37:14,305
And they're... they are the brand.
This is the brand right here.
1021
00:37:14,307 --> 00:37:16,441
I look forward to your success.
1022
00:37:16,443 --> 00:37:17,942
Thank you so much.
1023
00:37:17,944 --> 00:37:19,043
On top of everything,
1024
00:37:19,045 --> 00:37:22,280
the fact that my voice
was heard means so much.
1025
00:37:22,282 --> 00:37:23,347
It really does.
1026
00:37:23,349 --> 00:37:25,750
- Good luck, sweetie.
- Thank you.
1027
00:37:25,752 --> 00:37:27,585
It feels so good to finally have someone
1028
00:37:27,587 --> 00:37:31,756
that's listening and responding
back, it's amazing.
1029
00:37:31,758 --> 00:37:33,658
Lisa.
1030
00:37:33,660 --> 00:37:35,326
- You taught me a lot.
- Oh, that's awesome.
1031
00:37:35,328 --> 00:37:37,094
- Good.
- I learned a lot from you.
1032
00:37:37,096 --> 00:37:38,129
Something you talked about
1033
00:37:38,131 --> 00:37:39,931
was the supply chain at the restaurant
1034
00:37:39,933 --> 00:37:42,733
and how from time to time you've
run out of different things,
1035
00:37:42,735 --> 00:37:43,734
including meat.
1036
00:37:43,736 --> 00:37:45,136
Sorry, we're out of hamburgers today.
1037
00:37:45,138 --> 00:37:46,904
Yeah. We've do...
that's happened here before.
1038
00:37:46,906 --> 00:37:48,339
I mean, you don't run out of meat.
1039
00:37:48,341 --> 00:37:51,442
How do you run out of meat?
I want to fix that problem,
1040
00:37:51,444 --> 00:37:53,478
so I'm gonna make sure that one of our
1041
00:37:53,480 --> 00:37:55,146
regional operations people
1042
00:37:55,148 --> 00:37:57,782
retrains the managers of the stores
1043
00:37:57,784 --> 00:37:59,784
to make sure that this
never happens again.
1044
00:37:59,786 --> 00:38:02,286
Oh, wow. Nice.
1045
00:38:02,288 --> 00:38:03,855
I want to talk
about your personal situation,
1046
00:38:03,857 --> 00:38:06,457
because you've been through
so much tragedy.
1047
00:38:06,459 --> 00:38:08,459
You really lost everything,
1048
00:38:08,461 --> 00:38:10,995
and you came back to Fatburger
1049
00:38:10,997 --> 00:38:12,263
to try to pull it all together.
1050
00:38:12,265 --> 00:38:14,899
And I told you that I spent
some time in prison,
1051
00:38:14,901 --> 00:38:17,835
and that I had to go through
starting my life over.
1052
00:38:17,837 --> 00:38:19,470
And that was actually a real comment.
1053
00:38:19,472 --> 00:38:21,372
- That wasn't make-believe.
- Really? Oh, wow.
1054
00:38:21,374 --> 00:38:24,408
And it was a very difficult
time, and I had to start over.
1055
00:38:24,410 --> 00:38:26,377
Look, there's a couple things
I want to do for you
1056
00:38:26,379 --> 00:38:27,411
to help you.
1057
00:38:27,413 --> 00:38:28,846
Okay.
1058
00:38:28,848 --> 00:38:31,949
I want to give you money to
pay your rent for the next year.
1059
00:38:31,951 --> 00:38:33,150
For the next year?
1060
00:38:33,152 --> 00:38:34,385
For a year's rent, right.
1061
00:38:34,387 --> 00:38:36,787
Really?
1062
00:38:36,789 --> 00:38:38,289
Okay.
1063
00:38:38,291 --> 00:38:40,057
Thank you.
1064
00:38:40,059 --> 00:38:42,426
It's probably $15,000,
something like that.
1065
00:38:42,428 --> 00:38:44,395
Whatever it is, I want to pay
your rent for the next year.
1066
00:38:44,397 --> 00:38:49,300
Oh, wow. Okay.
1067
00:38:50,770 --> 00:38:52,603
- Will that help you?
- Yeah. A lot.
1068
00:38:52,605 --> 00:38:55,473
You told me that you're buried in debt.
1069
00:38:55,475 --> 00:38:56,507
I don't even...
1070
00:38:56,509 --> 00:38:58,175
I couldn't even guess how much I owe.
1071
00:39:00,313 --> 00:39:01,479
But you need to have a fresh start,
1072
00:39:01,481 --> 00:39:02,813
and I really want to help you with that,
1073
00:39:02,815 --> 00:39:06,150
and so I'm gonna
pay for a financial advisor...
1074
00:39:06,152 --> 00:39:08,119
it's probably $10,000 or $15,000...
1075
00:39:08,121 --> 00:39:11,689
to help you resolve all of this
debt so you're debt free.
1076
00:39:11,691 --> 00:39:14,292
Whether that's bankruptcy or
whether that's working it out,
1077
00:39:14,294 --> 00:39:16,594
I want you to start over debt-free.
1078
00:39:18,497 --> 00:39:20,331
I don't even know
what that would feel like.
1079
00:39:20,333 --> 00:39:21,332
It's been so long.
1080
00:39:24,971 --> 00:39:27,305
Thank you.
1081
00:39:27,307 --> 00:39:29,006
You're welcome.
1082
00:39:29,008 --> 00:39:30,541
There's one more thing.
1083
00:39:30,543 --> 00:39:32,710
I want to give you $10,000
to get a new car.
1084
00:39:38,884 --> 00:39:41,719
Thank you.
1085
00:39:42,988 --> 00:39:45,690
I don't feel like I deserve all this.
1086
00:39:45,692 --> 00:39:47,825
I just do my job.
1087
00:39:47,827 --> 00:39:50,428
You do deserve it,
1088
00:39:50,430 --> 00:39:53,431
because you're so passionate
about everything you touch.
1089
00:39:53,433 --> 00:39:57,034
And you said, "look, I'm starting over."
1090
00:39:57,036 --> 00:39:58,970
"I'm making sure my kids succeed."
1091
00:39:58,972 --> 00:40:01,772
"I'm gonna raise them the way
they need to be raised"
1092
00:40:01,774 --> 00:40:03,374
"so that they have a life"
1093
00:40:03,376 --> 00:40:05,409
"different than what I've gone through."
1094
00:40:05,411 --> 00:40:07,545
And you need that fresh start.
1095
00:40:07,547 --> 00:40:10,815
You just helped me
so much with that already.
1096
00:40:14,953 --> 00:40:17,388
Thank you so much.
1097
00:40:17,390 --> 00:40:20,524
I'm so happy. This is so amazing.
1098
00:40:20,526 --> 00:40:22,593
Thank you for the chance
to start over again.
1099
00:40:22,595 --> 00:40:25,363
- Okay, good luck.
- Sure.
1100
00:40:25,365 --> 00:40:27,198
I'm so overwhelmed and amazed.
1101
00:40:27,200 --> 00:40:28,933
I can't believe
this just happened to me.
1102
00:40:28,935 --> 00:40:31,168
The fact that he shared
his life story with me
1103
00:40:31,170 --> 00:40:33,004
about being locked up
says a lot about him.
1104
00:40:33,006 --> 00:40:34,372
He helped me so much.
1105
00:40:34,374 --> 00:40:37,608
My life is gonna be so different.
1106
00:40:37,610 --> 00:40:39,443
Val, you didn't let me
1107
00:40:39,445 --> 00:40:41,345
finish my job as Myron
in the restaurant,
1108
00:40:41,347 --> 00:40:43,381
'cause you smoked me out
about halfway through.
1109
00:40:43,383 --> 00:40:44,582
Sorry.
1110
00:40:44,584 --> 00:40:47,251
You know, you look like
the president of Fatburger.
1111
00:40:47,253 --> 00:40:48,252
I look like him?
1112
00:40:48,254 --> 00:40:50,655
Like, really, like a brother.
1113
00:40:50,657 --> 00:40:54,191
You're the kind of manager
that I want to have everywhere.
1114
00:40:54,193 --> 00:40:58,396
I wish there were a million Vals
instead of one in a million.
1115
00:40:58,398 --> 00:41:00,931
Well...
1116
00:41:00,933 --> 00:41:02,266
That would be nice,
1117
00:41:02,268 --> 00:41:03,934
but I'm sure some people
would beg to disagree with you.
1118
00:41:05,071 --> 00:41:07,171
I would like you to come
to work for corporate
1119
00:41:07,173 --> 00:41:09,774
and be involved in training
all of our new managers.
1120
00:41:11,377 --> 00:41:12,343
And that means also
1121
00:41:12,345 --> 00:41:14,311
a substantial pay increase to you.
1122
00:41:14,313 --> 00:41:19,383
At least a $10,000 increase
as soon as you start.
1123
00:41:23,455 --> 00:41:25,990
I would love to do that.
1124
00:41:25,992 --> 00:41:27,391
There's just one more thing.
1125
00:41:27,393 --> 00:41:29,460
Okay.
1126
00:41:29,462 --> 00:41:34,331
I wanna give you $15,000 just for you.
1127
00:41:35,901 --> 00:41:37,301
Whoa.
1128
00:41:37,303 --> 00:41:38,969
Wow.
1129
00:41:41,240 --> 00:41:43,607
Okay. All right.
1130
00:41:43,609 --> 00:41:46,477
Thank you. I appreciate that so much.
1131
00:41:46,479 --> 00:41:50,014
That's a lot. It's a lot.
1132
00:41:50,016 --> 00:41:53,984
Thank you.
1133
00:41:53,986 --> 00:41:55,419
It really made me feel appreciated.
1134
00:41:55,421 --> 00:41:59,290
I just... you know, overwhelming.
Overwhelming.
1135
00:41:59,292 --> 00:42:00,758
You gotta work hard.
You gotta... you know.
1136
00:42:00,760 --> 00:42:02,526
Sometimes you gotta pay your dues.
1137
00:42:02,528 --> 00:42:06,664
I've paid my dues
over the years, and you know...
1138
00:42:08,700 --> 00:42:10,534
Obviously, it worked out.
1139
00:42:20,668 --> 00:42:45,668
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