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Translated By The Community Of WWW.MY-SUBS.COM
1
00:00:04,430 --> 00:00:06,665
Since the
premiere of Undercover Boss,
2
00:00:06,667 --> 00:00:10,369
more than 60 bosses have given
away nearly $6 million...
3
00:00:10,371 --> 00:00:12,971
I have a check for $250,000.
4
00:00:12,973 --> 00:00:14,373
Oh, my God.
5
00:00:14,375 --> 00:00:16,542
...and implemented
sweeping companywide changes...
6
00:00:16,544 --> 00:00:19,178
As a company, we're actually
gonna restore the 401(K).
7
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It's a $1 million expense.
8
00:00:20,848 --> 00:00:23,615
...to benefit the lives
of more than 40 million employees.
9
00:00:23,617 --> 00:00:25,250
Whoo!
10
00:00:26,452 --> 00:00:29,054
But not everyone deserved to be rewarded.
11
00:00:29,056 --> 00:00:30,657
I know how to grow some
really good weed.
12
00:00:33,860 --> 00:00:35,160
Maybe I dropped the [...]-bomb.
13
00:00:35,162 --> 00:00:36,428
Sorry.
14
00:00:36,430 --> 00:00:38,530
God [...] forbid me, seriously.
15
00:00:38,532 --> 00:00:41,300
Tonight, the first openly-gay executive
16
00:00:41,302 --> 00:00:44,136
in the history of
the show, Steven Newman...
17
00:00:44,138 --> 00:00:45,170
Voila.
18
00:00:45,172 --> 00:00:46,738
Oh, my God.
19
00:00:46,740 --> 00:00:48,674
...goes undercover for Loehmann's,
20
00:00:48,676 --> 00:00:50,943
one of the most popular
discount department stores
21
00:00:50,945 --> 00:00:53,679
in the country.
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00:00:53,681 --> 00:00:54,655
Excuse me.
23
00:00:54,679 --> 00:00:55,757
Do you know where Catherine is?
I'm Henry.
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00:00:55,773 --> 00:00:56,739
Nice to meet you, Henry.
25
00:00:56,741 --> 00:00:57,741
Nice to meet you, too.
26
00:00:57,757 --> 00:00:59,556
By joining his
employees on the front lines...
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00:00:59,558 --> 00:01:00,925
Something new for you to learn.
28
00:01:00,927 --> 00:01:01,892
So I'm gonna give you that.
29
00:01:01,894 --> 00:01:02,927
This is very new.
30
00:01:04,063 --> 00:01:05,796
...this CEO discovers the people
31
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who make his brand fashion forward.
32
00:01:08,420 --> 00:01:09,619
It just feels delicious. Isn't it?
33
00:01:09,621 --> 00:01:10,587
Isn't is so yummy?
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Delicious? Can I use that word?
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Yeah, of course.
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00:01:15,533 --> 00:01:16,767
I don't like how they're running things.
37
00:01:16,769 --> 00:01:17,969
We have no corporate structure.
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Mm.
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And that's really sad.
40
00:01:20,406 --> 00:01:22,873
What happens when
this fashion-obsessed boss
41
00:01:22,875 --> 00:01:25,275
finds out his business
isn't making the cut?
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00:01:25,277 --> 00:01:27,011
It's almost like we want to look
like Bloomingdale's.
43
00:01:27,013 --> 00:01:29,146
We want to look like Macy's.
44
00:01:29,148 --> 00:01:30,714
However, there's thriftstores that look better.
45
00:01:30,716 --> 00:01:32,349
Frieda Loehmann would probably
be turning over in her grave
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00:01:32,351 --> 00:01:34,218
if she saw the stuff
that was going on now.
47
00:01:34,220 --> 00:01:37,921
Find out next on Undercover Boss.
48
00:01:37,946 --> 00:01:42,946
Undercover Boss 5x02 - Loehmann's
Original air date October 4, 2013
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00:01:42,978 --> 00:01:47,978
Sync and corrections by atrn97g
for www.MY-SUBS.com
50
00:01:50,503 --> 00:01:53,138
With a base of operations in New York City
51
00:01:53,140 --> 00:01:55,874
and 40 locations throughout
the United States,
52
00:01:55,876 --> 00:01:57,242
Loehmann's Department Stores
53
00:01:57,244 --> 00:01:59,678
are one of the oldest
retail fashion operations
54
00:01:59,680 --> 00:02:02,380
in the country.
55
00:02:02,382 --> 00:02:05,383
Overseeing this $300 million
a year company
56
00:02:05,385 --> 00:02:09,154
and it's 2,000 employees is one man.
57
00:02:09,156 --> 00:02:10,588
Hi, I'm Steven Newman.
58
00:02:10,590 --> 00:02:13,224
I'm the CEO of Loehmann's,
based here in New York.
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00:02:13,226 --> 00:02:16,194
We consider ourselves the
fashion off-price retailer.
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00:02:16,196 --> 00:02:17,529
We are a department store.
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00:02:17,531 --> 00:02:19,297
We carry everything that you might need
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but at a reduced cost.
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I didn't really know much about
Loehmann's before I joined.
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But when I walked into Loehmann's, I go,
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"oh, my God; How did I not know
this existed?"
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00:02:27,140 --> 00:02:29,441
Loehmann's was founded 92 years ago
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by a woman named Frieda Loehmann.
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She would go down 7th Avenue
to all the shops
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that sold designer clothing
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and take their leftovers
or their overruns.
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And she's put them in her store
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and offer them at a reduced cost.
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Today we scour the United States
and other countries
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for the best available unique products
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00:02:48,495 --> 00:02:51,563
that we can offer to our
customers at the best prices.
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00:02:51,565 --> 00:02:53,198
Not a lot of American companies,
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00:02:53,200 --> 00:02:54,699
especially in the clothing world,
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that can still say that after 92 years,
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they're still here and around.
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But a few years ago,
Loehmann's lost its way.
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They lost their focus on
who their true customer was.
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And Loehmann's was a culture
of "open the doors",
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"and if they come, they come."
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"And if they show up, then they show up,"
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00:03:11,818 --> 00:03:13,585
which caused it to go into bankruptcy.
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00:03:13,587 --> 00:03:15,854
And there was just a lot of complacency.
87
00:03:15,856 --> 00:03:17,789
What excited me about coming
to Loehmann's
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00:03:17,791 --> 00:03:22,761
was taking this iconic brand
and making it relevant today.
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00:03:22,763 --> 00:03:25,296
I was born and raised in New York City.
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00:03:25,298 --> 00:03:27,298
My parents loved to shop.
My sister loved to shop.
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We always went shopping.
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00:03:28,301 --> 00:03:29,200
"Where do you want to go tonight?"
93
00:03:29,202 --> 00:03:30,335
"Let's go shopping."
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Hello there.
You finding everything okay?
95
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- Yes.
- Good.
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00:03:32,773 --> 00:03:33,772
I went to school for marketing.
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And I started sending out resumes,
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00:03:35,041 --> 00:03:36,274
started to go on interviews.
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00:03:36,276 --> 00:03:38,343
And I said, "you know what,
I love to shop."
100
00:03:38,345 --> 00:03:40,845
So I sent a resume to Macy's New York.
101
00:03:40,847 --> 00:03:42,814
Lo and behold, Macy's called me up,
102
00:03:42,816 --> 00:03:44,516
and I joined their
executive training program,
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00:03:44,518 --> 00:03:46,151
which lasted for three months.
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00:03:46,153 --> 00:03:47,485
And I worked for Brooks Brothers,
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rising to become president
of Brooks Brothers
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00:03:50,724 --> 00:03:53,224
and after that, joined Loehmann's.
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00:03:53,226 --> 00:03:54,726
Hi, everybody. How is everyone?
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00:03:54,728 --> 00:03:55,727
We're good.
109
00:03:55,729 --> 00:03:56,928
Everyone good today?
110
00:03:56,930 --> 00:03:59,431
The first thing I did as CEO was...
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00:03:59,433 --> 00:04:01,433
If I go online and I find a store
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00:04:01,435 --> 00:04:03,968
that doesn't have a site that
you could actually purchase on,
113
00:04:03,970 --> 00:04:05,336
the relevance for that brand
114
00:04:05,338 --> 00:04:06,704
goes right out the window for me.
115
00:04:06,706 --> 00:04:07,705
How many of these can we get?
116
00:04:07,707 --> 00:04:08,907
And how fast can we get these?
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Which, to me, is so irrelevant
in this world,
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00:04:11,011 --> 00:04:13,545
because, to me, that's, like, so 1994.
119
00:04:15,714 --> 00:04:17,148
This is a fashion business.
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00:04:17,150 --> 00:04:19,350
And you know, if you wait
two minutes, it's old news.
121
00:04:19,352 --> 00:04:20,885
It's a pretty book,
122
00:04:20,887 --> 00:04:22,687
but I don't think it's what
we're looking for today.
123
00:04:22,689 --> 00:04:23,955
There's no second place.
There's no third place.
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00:04:23,957 --> 00:04:26,191
For me, winning is the prize.
125
00:04:26,193 --> 00:04:28,426
I don't think you get
to the place where I am at
126
00:04:28,428 --> 00:04:31,095
without being able to make
the tough decisions.
127
00:04:34,166 --> 00:04:37,035
You know, one thing people
would say about me is I'm me.
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00:04:37,037 --> 00:04:39,971
I'm Steve Newman whether
I'm here or whether I'm home.
129
00:04:41,407 --> 00:04:42,340
Put your umbrella up.
130
00:04:42,342 --> 00:04:43,441
I think it's raining, huh?
131
00:04:43,443 --> 00:04:44,642
It is pouring.
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00:04:44,644 --> 00:04:45,910
So I have a partner
for the last 12 years.
133
00:04:45,912 --> 00:04:47,178
His name is Steve.
134
00:04:47,180 --> 00:04:49,948
And, yes, we do both have
the same first name.
135
00:04:49,950 --> 00:04:51,216
Come on.
136
00:04:51,218 --> 00:04:52,984
Jump. Good boy, Dyl.
137
00:04:52,986 --> 00:04:55,653
I have two mini schnauzers,
Dylan and Jacob,
138
00:04:55,655 --> 00:04:58,223
who we love very much
and who are our children.
139
00:04:58,225 --> 00:05:00,325
Come on, Jake. You're doing good.
140
00:05:00,327 --> 00:05:02,193
For me, I've always known I was gay.
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00:05:02,195 --> 00:05:05,096
It is who I am.
It's who I will always be.
142
00:05:05,098 --> 00:05:08,633
So what advice could
you give to me doing this,
143
00:05:08,635 --> 00:05:10,335
since you know me better than anybody?
144
00:05:10,337 --> 00:05:11,336
Be nice.
145
00:05:12,506 --> 00:05:14,772
I think parts of it's gonna
be hard for me
146
00:05:14,774 --> 00:05:16,941
not to try and react.
147
00:05:16,943 --> 00:05:19,644
My story is I'm a straight man
148
00:05:19,646 --> 00:05:21,045
with a wife and two kids.
149
00:05:21,047 --> 00:05:22,380
Her name's gonna be Stephanie.
150
00:05:22,382 --> 00:05:25,350
And my two sons' names
are Dylan and Jacob,
151
00:05:25,352 --> 00:05:27,252
which is what our boys' names are, so...
152
00:05:27,254 --> 00:05:29,387
I'm glad you're doing it, and not me.
153
00:05:30,657 --> 00:05:33,291
People say to me,
"how is it being a gay CEO?"
154
00:05:33,293 --> 00:05:35,860
I would say to them, being gay
does not define me.
155
00:05:35,862 --> 00:05:37,061
It's a big part of me,
156
00:05:37,063 --> 00:05:40,398
but it's not what defines me
as a human being
157
00:05:40,400 --> 00:05:44,869
or as a successful businessperson.
158
00:05:44,871 --> 00:05:45,837
Hi, how are you?
159
00:05:45,839 --> 00:05:47,772
Good. Are you ready for your new look?
160
00:05:47,774 --> 00:05:49,274
Honestly? No.
161
00:05:49,276 --> 00:05:50,408
Do I have a choice?
162
00:05:50,410 --> 00:05:51,843
I have been working really hard
163
00:05:51,845 --> 00:05:54,245
to try and create this
new culture for Loehmann's.
164
00:05:54,247 --> 00:05:57,115
We are going to win
in everything that we do.
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00:05:57,117 --> 00:05:58,249
And now I want to understand
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has that culture been able to permeate
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00:06:00,620 --> 00:06:02,086
through the organization
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00:06:02,088 --> 00:06:05,156
so that if you get down to
a sales associate in the store,
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00:06:05,158 --> 00:06:06,891
they also want to win.
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00:06:06,893 --> 00:06:08,660
This tickles.
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00:06:08,662 --> 00:06:09,794
Throughout my undercover journey,
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00:06:09,796 --> 00:06:11,129
I'll be posing as Henry Johnson,
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00:06:11,131 --> 00:06:12,997
an aspiring entrepreneur.
174
00:06:12,999 --> 00:06:14,966
Oh, my God.
175
00:06:14,968 --> 00:06:17,235
Where are those scissors?
176
00:06:17,237 --> 00:06:18,536
My employees have been told
177
00:06:18,538 --> 00:06:20,271
they're on a different reality show.
178
00:06:20,273 --> 00:06:23,841
They have no idea this
is actually Undercover Boss.
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00:06:23,843 --> 00:06:25,643
It looks so different.
180
00:06:25,645 --> 00:06:27,545
If I am undercover,
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00:06:27,547 --> 00:06:28,880
and I am witnessing something
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00:06:28,882 --> 00:06:31,482
that I think is the wrong attitude,
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00:06:31,484 --> 00:06:34,185
rest assured, I'm gonna be all over you.
184
00:06:40,225 --> 00:06:41,526
Voila.
185
00:06:41,528 --> 00:06:43,394
Oh, my God.
186
00:06:43,396 --> 00:06:45,229
Who is this impostor in our house?
187
00:06:45,231 --> 00:06:47,665
I wear a piece of clothing
on my lip, Steve.
188
00:06:47,667 --> 00:06:49,567
I'm glad you don't have
a mustache in real life,
189
00:06:49,569 --> 00:06:52,103
because it's not good on you.
190
00:06:52,105 --> 00:06:54,973
When all this is said and done,
the buck stops with me.
191
00:06:54,975 --> 00:06:56,574
- Love you.
- Love you too.
192
00:06:56,576 --> 00:06:58,810
And I need to make sure that
I'm making the corrections
193
00:06:58,812 --> 00:07:00,545
to make Loehmann's successful.
194
00:07:00,547 --> 00:07:02,113
How you doing?
195
00:07:05,684 --> 00:07:08,119
Today I'm in our Costa Mesa,
California, store,
196
00:07:08,121 --> 00:07:11,055
and I'll be working
with our lingerie specialist.
197
00:07:13,726 --> 00:07:14,626
That one's cute.
198
00:07:14,628 --> 00:07:16,527
Do you have this one in orange?
199
00:07:16,529 --> 00:07:17,996
When it comes to lingerie, I'm like,
200
00:07:17,998 --> 00:07:20,098
"whoa, that's not my expertise."
201
00:07:20,100 --> 00:07:22,800
I'm not familiar with the bra
world in my personal life,
202
00:07:22,802 --> 00:07:24,802
so it's gonna be
an interesting challenge.
203
00:07:24,804 --> 00:07:26,070
Hi, how are you?
204
00:07:26,072 --> 00:07:27,405
Excuse me.
Do you know where Catherine is?
205
00:07:27,407 --> 00:07:28,573
That's me.
206
00:07:28,575 --> 00:07:29,774
Hi, Catherine.
207
00:07:29,776 --> 00:07:30,675
I'm Henry.
208
00:07:30,677 --> 00:07:31,743
Nice to meet you, Henry.
209
00:07:31,745 --> 00:07:32,877
Nice to meet you too.
210
00:07:32,879 --> 00:07:33,911
I'm here to work with you today.
211
00:07:33,913 --> 00:07:35,847
Oh, good, good, good.
212
00:07:35,849 --> 00:07:37,081
Yeah.
213
00:07:37,083 --> 00:07:39,450
Clearly, Henry has
not worked in fashion,
214
00:07:39,452 --> 00:07:42,520
because I don't consider the mustache
215
00:07:42,522 --> 00:07:44,522
a fashionable statement.
216
00:07:44,524 --> 00:07:48,292
I think mustaches are a little
bit on the passe time, I think.
217
00:07:48,294 --> 00:07:50,228
I don't know. Do I look that old?
218
00:07:51,731 --> 00:07:53,331
I'm the specialist.
219
00:07:53,333 --> 00:07:55,800
And I try to help women
220
00:07:55,802 --> 00:07:57,669
really to find the right bra.
221
00:07:57,671 --> 00:07:59,137
Well, be patient with me,
222
00:07:59,139 --> 00:08:00,905
because I don't know a lot about
bras for lots of reasons,
223
00:08:00,907 --> 00:08:01,939
just don't know.
224
00:08:01,941 --> 00:08:03,808
But do you have somebody that...
225
00:08:03,810 --> 00:08:05,510
that you may buy something for?
226
00:08:05,512 --> 00:08:07,045
Well, my wife wears, obviously, bras,
227
00:08:07,047 --> 00:08:10,048
but I don't necessarily
buy them for her.
228
00:08:10,050 --> 00:08:10,948
Oh, of course.
229
00:08:10,950 --> 00:08:12,150
And then I have two boys.
230
00:08:12,152 --> 00:08:13,284
Well, something new for you to learn.
231
00:08:15,789 --> 00:08:17,955
So well, you know, some
people like a push-up bra.
232
00:08:17,957 --> 00:08:19,223
Some people don't.
233
00:08:19,225 --> 00:08:20,825
And they're all different, too, right?
234
00:08:20,827 --> 00:08:22,493
They're... what are all different?
235
00:08:22,495 --> 00:08:24,295
Well, yeah, we're all different there.
236
00:08:24,297 --> 00:08:26,898
This is gonna maybe show bumps.
237
00:08:26,900 --> 00:08:29,667
And, you know, for T-shirts,
you don't want that.
238
00:08:29,669 --> 00:08:31,869
This one's more pointy,
and this one's more round.
239
00:08:31,871 --> 00:08:33,204
So that's just a preference of...
240
00:08:33,206 --> 00:08:34,205
it's a preference.
241
00:08:34,207 --> 00:08:35,339
I think I'm gonna learn a lot today.
242
00:08:35,341 --> 00:08:37,108
Yeah, I think so.
243
00:08:37,110 --> 00:08:39,477
As far as panties go...
244
00:08:39,479 --> 00:08:40,778
Hi. How are you today?
245
00:08:40,780 --> 00:08:42,013
I'm fine.
246
00:08:42,015 --> 00:08:43,881
Good. What can I help you with?
247
00:08:43,883 --> 00:08:46,718
I'm looking for a good push-up bra.
248
00:08:46,720 --> 00:08:48,853
So what size do you think you are?
249
00:08:48,855 --> 00:08:51,189
I think I'm a 34C.
250
00:08:51,191 --> 00:08:53,157
Do you mind if I just
measure your rib cage?
251
00:08:53,159 --> 00:08:55,159
- Yeah, sure.
- Okay, sure.
252
00:08:55,161 --> 00:08:58,463
It's a very odd thing to see Henry,
253
00:08:58,465 --> 00:09:00,465
a tall gentleman with mustache,
254
00:09:00,467 --> 00:09:02,867
in the lingerie department.
255
00:09:02,869 --> 00:09:04,368
So right now...
256
00:09:04,370 --> 00:09:06,804
- if you want to look.
- Let me see, yeah.
257
00:09:06,806 --> 00:09:08,372
So she's at 31.
258
00:09:08,374 --> 00:09:09,507
I didn't know where to look,
259
00:09:09,509 --> 00:09:11,409
because they don't know who I am.
260
00:09:11,411 --> 00:09:12,877
And they think, who's this
dirty old man looking at them?
261
00:09:12,879 --> 00:09:15,246
So it was a little bit awkward.
262
00:09:15,248 --> 00:09:16,681
- Isn't that pretty?
- I like that one.
263
00:09:16,683 --> 00:09:17,815
Yeah, that's nice.
264
00:09:17,817 --> 00:09:19,884
We can go try those on.
265
00:09:19,886 --> 00:09:21,786
Definitely. Okay.
266
00:09:23,655 --> 00:09:26,557
Working with bras was
just not in my comfort zone.
267
00:09:26,559 --> 00:09:29,026
So the terms being used with Catherine
268
00:09:29,028 --> 00:09:30,428
were a little bit foreign to me.
269
00:09:30,430 --> 00:09:32,630
Why don't you come out this way.
270
00:09:32,632 --> 00:09:36,033
All right, so you want
to check the tension, okay?
271
00:09:36,035 --> 00:09:38,503
From cup size and molded
272
00:09:38,505 --> 00:09:41,372
and how it fit, and bend down.
273
00:09:41,374 --> 00:09:43,074
This feels good,
274
00:09:43,076 --> 00:09:44,509
but you're spilling out of it.
275
00:09:44,511 --> 00:09:47,111
So I think it's a little bit
too small for you.
276
00:09:47,113 --> 00:09:48,379
It was just so much to learn.
277
00:09:48,381 --> 00:09:51,249
It was, like, almost aerodynamic.
278
00:09:53,553 --> 00:09:55,286
This size is a 32.
279
00:09:55,288 --> 00:09:56,988
And look, you've got it on
the last hook.
280
00:09:56,990 --> 00:09:58,823
Is that important that
it's on the last hook?
281
00:09:58,825 --> 00:09:59,824
Yeah.
282
00:09:59,826 --> 00:10:01,159
The reason is because
283
00:10:01,161 --> 00:10:04,162
with time, the bra
284
00:10:04,164 --> 00:10:06,831
is going to lose its elasticity.
285
00:10:06,833 --> 00:10:07,832
Did you ever know that?
286
00:10:07,834 --> 00:10:08,866
No, I didn't.
287
00:10:08,868 --> 00:10:11,035
I certainly didn't.
288
00:10:11,037 --> 00:10:12,370
You're learning along with me.
289
00:10:12,372 --> 00:10:14,539
Catherine is just so customer-focused,
290
00:10:14,541 --> 00:10:17,742
and she just has that way that
just puts everybody at ease.
291
00:10:17,744 --> 00:10:20,478
It was overwhelmingly great to see.
292
00:10:20,480 --> 00:10:23,781
Did you want to wait for me
to get you another size?
293
00:10:23,783 --> 00:10:25,316
Want me to try and see if I can
find something
294
00:10:25,318 --> 00:10:26,517
while you stay with her?
295
00:10:26,519 --> 00:10:27,852
I don't think you'll be able to find it.
296
00:10:27,854 --> 00:10:28,920
I'm sorry.
297
00:10:28,922 --> 00:10:30,321
Oh, there goes that vote of confidence.
298
00:10:30,323 --> 00:10:31,322
Oh, dear, I'm sorry.
299
00:10:31,324 --> 00:10:32,323
That's all right.
300
00:10:33,293 --> 00:10:34,425
So do you feel comfortable
301
00:10:34,427 --> 00:10:36,894
with selling bras now?
302
00:10:36,896 --> 00:10:38,095
We'll see.
303
00:10:38,097 --> 00:10:39,664
They're not gonna be used
to having a man
304
00:10:39,666 --> 00:10:41,065
in the lingerie department.
305
00:10:41,067 --> 00:10:42,466
So that might be
306
00:10:42,468 --> 00:10:44,602
a little difficult for you.
307
00:10:44,604 --> 00:10:46,337
- But use your charm.
- Okay.
308
00:10:46,339 --> 00:10:47,371
I have that.
309
00:10:47,373 --> 00:10:48,472
Okay, good.
310
00:10:48,474 --> 00:10:49,473
You're gonna be over
in that fitting room,
311
00:10:49,475 --> 00:10:50,541
right, in case I need you?
312
00:10:50,543 --> 00:10:52,777
Yes, I am. Mm-hmm.
313
00:10:53,745 --> 00:10:54,912
How are you today?
314
00:10:56,849 --> 00:11:02,653
Can I help you with anything?
315
00:11:02,655 --> 00:11:04,288
A push-up bra.
316
00:11:04,290 --> 00:11:05,356
Do you know what your size around?
317
00:11:05,358 --> 00:11:06,624
- Sure.
- Do you mind if I measure?
318
00:11:06,626 --> 00:11:08,025
Sure, that would be great.
319
00:11:08,027 --> 00:11:10,461
It should be, like, right
under your breast line, I guess.
320
00:11:10,463 --> 00:11:11,629
That's right
321
00:11:16,468 --> 00:11:18,169
I get 32A.
322
00:11:18,171 --> 00:11:19,337
Okay.
323
00:11:19,339 --> 00:11:21,906
Let's have some fun with this one.
324
00:11:21,908 --> 00:11:24,575
I'm gonna give you a "B" and a "C."
325
00:11:24,577 --> 00:11:26,444
- That's pretty sexy.
- Yes.
326
00:11:26,446 --> 00:11:27,812
I like that one too.
327
00:11:27,814 --> 00:11:29,280
Henry is learning quickly
328
00:11:29,282 --> 00:11:32,650
and was able to make
the customers more relaxed...
329
00:11:32,652 --> 00:11:34,218
- That's not you.
- No.
330
00:11:35,421 --> 00:11:37,655
Even though he was a gentleman
with a mustache.
331
00:11:39,492 --> 00:11:42,326
I hate that mustache.
332
00:11:42,328 --> 00:11:43,361
Wow.
333
00:11:43,363 --> 00:11:46,063
Yeah, no, it looks really nice on you.
334
00:11:46,065 --> 00:11:48,065
He should shave it off.
335
00:11:48,067 --> 00:11:49,166
- You did good.
- Thank you.
336
00:11:49,168 --> 00:11:50,568
- You did really good.
- I'm trying.
337
00:11:50,570 --> 00:11:52,470
It looks like we've got
some more merchandise.
338
00:11:52,472 --> 00:11:54,939
Let's try to take it out
and put some things away
339
00:11:54,941 --> 00:11:59,210
while we're waiting for
more customers out there.
340
00:11:59,212 --> 00:12:01,212
And so just take the plastic off.
341
00:12:01,214 --> 00:12:03,915
Not that I really knew much
about lingerie before today,
342
00:12:03,917 --> 00:12:06,951
but how did you become
so passionate about it?
343
00:12:06,953 --> 00:12:10,321
You know, I went to school
for fashion design.
344
00:12:10,323 --> 00:12:12,189
So I know how to make patterns.
345
00:12:12,191 --> 00:12:14,091
I know how to make everything you see.
346
00:12:14,093 --> 00:12:15,860
I even know how to make these.
347
00:12:15,862 --> 00:12:17,295
- No way.
- I do.
348
00:12:17,297 --> 00:12:18,396
- Seriously?
- Yes.
349
00:12:18,398 --> 00:12:19,563
So you really know a lot.
350
00:12:19,565 --> 00:12:21,365
With all my knowledge that I have here,
351
00:12:21,367 --> 00:12:22,433
I shouldn't even be here.
352
00:12:22,435 --> 00:12:23,467
Because?
353
00:12:23,469 --> 00:12:25,870
Not that I don't like it here.
354
00:12:25,872 --> 00:12:27,571
I love it here.
355
00:12:27,573 --> 00:12:31,809
But the reason I'm here
is to have security.
356
00:12:31,811 --> 00:12:33,878
My husband and I had a restaurant.
357
00:12:33,880 --> 00:12:37,682
And with the economy,
it almost killed us.
358
00:12:37,684 --> 00:12:39,617
- Wow.
- Yeah.
359
00:12:39,619 --> 00:12:41,852
We made the mistake
of putting all our money
360
00:12:41,854 --> 00:12:45,022
in the business, yeah.
361
00:12:45,024 --> 00:12:46,557
Yeah.
362
00:12:46,559 --> 00:12:48,993
Can I ask how much you invested?
363
00:12:48,995 --> 00:12:52,196
It was a lot of money.
364
00:12:52,198 --> 00:12:53,998
And now we're starting all over,
365
00:12:54,000 --> 00:12:56,200
'cause we had to sell our house.
366
00:12:56,202 --> 00:12:57,501
Wow.
367
00:12:57,503 --> 00:12:58,602
It looks like we're gonna be working
368
00:12:58,604 --> 00:13:00,871
till we're 70 at least.
369
00:13:00,873 --> 00:13:03,341
How do you get through that?
370
00:13:03,343 --> 00:13:06,677
When things go really rock bottom,
371
00:13:06,679 --> 00:13:08,679
and you're still standing there,
372
00:13:08,681 --> 00:13:11,315
then you know that you can make it.
373
00:13:11,317 --> 00:13:13,384
So here's this great, wonderful woman.
374
00:13:13,386 --> 00:13:16,988
And to be as strong Catherine
is... is commendable.
375
00:13:16,990 --> 00:13:18,622
And I just wanted to reach over
and give her a hug and say,
376
00:13:18,624 --> 00:13:20,758
"what can we do?"
377
00:13:20,760 --> 00:13:23,828
This rack looks, like, pretty full.
378
00:13:26,064 --> 00:13:27,365
Wrong item.
379
00:13:27,367 --> 00:13:28,799
Steven discovers that the fashion world
380
00:13:28,801 --> 00:13:30,801
isn't that glamorous after all.
381
00:13:30,803 --> 00:13:32,236
It looks okay to me.
382
00:13:32,238 --> 00:13:33,704
And later...
383
00:13:33,706 --> 00:13:35,307
We're looking a lot like the dump store.
384
00:13:35,308 --> 00:13:37,341
I mean, I think there's thrift
stores that look better.
385
00:13:37,343 --> 00:13:38,843
...the boss is shocked to find
386
00:13:38,845 --> 00:13:41,812
one store that's less
than picture-perfect.
387
00:13:41,814 --> 00:13:43,514
Frieda Loehmann would probably
be turning over in her grave
388
00:13:43,516 --> 00:13:45,850
if she saw the stuff
that was going on now.
389
00:13:57,253 --> 00:13:58,887
Today I'm in Rutherford, New Jersey,
390
00:13:58,889 --> 00:14:01,056
at the Loehmann's distribution center.
391
00:14:01,058 --> 00:14:02,524
When I joined Loehmann's two years ago,
392
00:14:02,526 --> 00:14:04,626
it was so hard to believe
that in the year 2011,
393
00:14:04,628 --> 00:14:08,163
you cannot shop online
to buy clothing at Loehmann's.
394
00:14:08,165 --> 00:14:10,032
It became my baby to make sure
395
00:14:10,034 --> 00:14:12,334
that we got the e-commerce
business up and running.
396
00:14:12,336 --> 00:14:14,236
Today I'm gonna be working as
assistant manager
397
00:14:14,238 --> 00:14:16,739
to see how our e-commerce
business operates.
398
00:14:16,741 --> 00:14:18,574
- Is Robert around?
- Yes, this is him.
399
00:14:18,576 --> 00:14:19,875
- Hi, Robert.
- How you doing, sir?
400
00:14:19,877 --> 00:14:20,843
Henry Johnson. Nice to meet you.
401
00:14:20,845 --> 00:14:21,910
Same here. How you doing?
402
00:14:21,912 --> 00:14:23,278
- I'm good. You?
- I'm pretty good.
403
00:14:23,280 --> 00:14:24,913
You know, I'm gonna teach you
a little about e-comm
404
00:14:24,915 --> 00:14:26,582
and how we run things around here.
405
00:14:26,584 --> 00:14:27,816
You ready to learn?
406
00:14:27,818 --> 00:14:28,917
Yeah, I'm here to learn
as much as I can.
407
00:14:28,919 --> 00:14:31,353
If I had to guess what Henry did
408
00:14:31,355 --> 00:14:33,822
before he decided to
start his own business,
409
00:14:33,824 --> 00:14:35,791
just by appearance-wise,
410
00:14:35,793 --> 00:14:37,526
I would think he was some
sort of businessman.
411
00:14:37,528 --> 00:14:38,827
- Let's do it.
- Great.
412
00:14:38,829 --> 00:14:40,729
I definitely don't think
he was blue-collar,
413
00:14:40,731 --> 00:14:42,364
more white-collar.
414
00:14:42,366 --> 00:14:45,567
E-commerce is becoming
a huge way to shop for people.
415
00:14:45,569 --> 00:14:49,071
What I'm gonna show you now...
416
00:14:49,073 --> 00:14:50,572
And that's the fulfillment.
417
00:14:50,574 --> 00:14:52,307
And you got 500 orders a day.
418
00:14:52,309 --> 00:14:54,376
You want to make sure that
at the end of the day,
419
00:14:54,378 --> 00:14:55,878
you've gotten every single order out.
420
00:14:55,880 --> 00:14:58,380
So what I'm gonna do now
is scan the cart.
421
00:14:58,382 --> 00:14:59,882
Now this card belongs to me.
422
00:14:59,884 --> 00:15:00,916
I'm picking.
423
00:15:00,918 --> 00:15:02,050
I look at this.
424
00:15:02,052 --> 00:15:05,621
It's sending me to location three.
425
00:15:05,623 --> 00:15:07,689
Each item is marked with a SKU.
426
00:15:07,691 --> 00:15:08,824
Your scanner is gonna tell you
427
00:15:08,826 --> 00:15:11,360
exactly where to go, what to pick.
428
00:15:11,362 --> 00:15:14,496
And let's say a person scanned this.
429
00:15:14,498 --> 00:15:16,365
The scanner's gonna say,
"no, no, no. Wrong item""
430
00:15:16,367 --> 00:15:18,000
Oh, the gun will tell you?
431
00:15:18,002 --> 00:15:19,735
The gun is gonna tell you, "wrong item".
432
00:15:19,737 --> 00:15:22,638
You scan this, right item.
433
00:15:22,640 --> 00:15:24,840
So now I'm gonna assign you a batch.
434
00:15:24,842 --> 00:15:26,208
- Okay.
- Okay?
435
00:15:26,210 --> 00:15:27,509
And I want to see
436
00:15:27,511 --> 00:15:28,510
how fast you can get it done.
437
00:15:28,512 --> 00:15:29,445
Okay.
438
00:15:29,447 --> 00:15:31,847
15 minutes, starting now.
439
00:15:44,027 --> 00:15:45,260
Beep!
440
00:15:45,262 --> 00:15:47,429
Wrong item.
441
00:15:47,431 --> 00:15:48,897
Beep!
442
00:15:48,899 --> 00:15:52,034
I'm not the biggest tech nerd
there is out there.
443
00:15:52,036 --> 00:15:53,101
So as I was running around,
444
00:15:53,103 --> 00:15:54,303
I knew I was on this time crunch,
445
00:15:54,305 --> 00:15:55,537
and I really wanted to be successful.
446
00:15:55,539 --> 00:15:57,773
And I had to prove that I can do it.
447
00:15:57,775 --> 00:15:58,807
Beep!
448
00:15:58,809 --> 00:15:59,908
All right, let me check and see
449
00:15:59,910 --> 00:16:01,510
how the new guy is doing.
450
00:16:03,179 --> 00:16:05,914
Yes.
451
00:16:05,916 --> 00:16:07,850
He's only picked one piece so far.
452
00:16:09,419 --> 00:16:12,588
I keep hearing his scanner goes off.
453
00:16:12,590 --> 00:16:16,058
But I don't see nothing
new that he's picked.
454
00:16:16,060 --> 00:16:18,861
Where would I find E011?
455
00:16:18,863 --> 00:16:20,329
Oh, you get it in this.
456
00:16:20,331 --> 00:16:21,897
- That way?
- Yes.
457
00:16:21,899 --> 00:16:23,966
Henry was really, really slow.
458
00:16:23,968 --> 00:16:26,134
If we pick anything less than 300,
459
00:16:26,136 --> 00:16:27,803
that's a slow day for us.
460
00:16:27,805 --> 00:16:29,004
- How're you making out?
- I'm doing okay.
461
00:16:29,006 --> 00:16:30,939
Your 15 minutes is actually up.
462
00:16:33,042 --> 00:16:35,477
All right, Henry, we have
another area in e-comm
463
00:16:35,479 --> 00:16:37,513
that's just as important,
464
00:16:37,515 --> 00:16:41,283
and that's the return department.
465
00:16:41,285 --> 00:16:42,451
We're gonna look at the order,
466
00:16:42,453 --> 00:16:44,686
verify if the items are correct.
467
00:16:44,688 --> 00:16:46,455
- Just by the SKU number?
- Yes.
468
00:16:46,457 --> 00:16:49,391
Now the merchandise has
to be thoroughly checked.
469
00:16:49,393 --> 00:16:53,996
So now we're looking for stains,
damages, holes, anything.
470
00:16:53,998 --> 00:16:55,330
No odd smell.
471
00:16:55,332 --> 00:16:58,033
The zipper's still functional.
472
00:16:58,035 --> 00:16:59,868
This is good to go.
473
00:16:59,870 --> 00:17:01,637
All right, Henry, see what you got.
474
00:17:10,681 --> 00:17:12,114
When I woke up this morning,
475
00:17:12,116 --> 00:17:14,516
I had no thought that I was
gonna be sniffing ladies dresses
476
00:17:14,518 --> 00:17:16,184
or anything else.
477
00:17:17,420 --> 00:17:19,054
It looks okay to me.
478
00:17:19,056 --> 00:17:20,956
Okay.
479
00:17:20,958 --> 00:17:22,624
Okay, Henry, so now
480
00:17:22,626 --> 00:17:23,792
this is the stack of credits
481
00:17:23,794 --> 00:17:24,760
that I have to do today.
482
00:17:24,762 --> 00:17:25,761
Oh, my God.
483
00:17:25,763 --> 00:17:26,795
And remember,
484
00:17:26,797 --> 00:17:27,763
I'm a supervisor
485
00:17:27,765 --> 00:17:28,864
of a lot of workers here.
486
00:17:28,866 --> 00:17:30,232
I can't devote my time exclusively
487
00:17:30,234 --> 00:17:32,768
to this until mostly the end of the day,
488
00:17:32,770 --> 00:17:35,604
so it ends up making me have
to work overtime
489
00:17:35,606 --> 00:17:36,772
almost every day.
490
00:17:36,774 --> 00:17:38,874
You know, I live in New York.
491
00:17:38,876 --> 00:17:40,742
So when I stay late, I leave here,
492
00:17:40,744 --> 00:17:42,444
let's say 5:30, 6:00.
493
00:17:42,446 --> 00:17:43,946
I don't get home till 8:30, 9:00.
494
00:17:43,948 --> 00:17:45,547
Wow. And beautiful family.
495
00:17:45,549 --> 00:17:47,649
Do you see the kids in the morning?
496
00:17:47,651 --> 00:17:49,184
No, when I leave,
they're not even up yet.
497
00:17:49,186 --> 00:17:50,652
- And when you get home?
- No.
498
00:17:50,654 --> 00:17:53,889
To sit and listen to Robert
tell how hard he works
499
00:17:53,891 --> 00:17:56,091
and what he goes through
on a daily basis,
500
00:17:56,093 --> 00:17:57,759
it's humbling.
501
00:17:57,761 --> 00:17:59,661
But I feel terrible
that he has to stay late
502
00:17:59,663 --> 00:18:01,797
every night and do returns.
503
00:18:01,799 --> 00:18:03,532
I think the process
that he's going through
504
00:18:03,534 --> 00:18:04,866
can be streamlined,
505
00:18:04,868 --> 00:18:07,169
and that's something I am going
to look into right away.
506
00:18:07,171 --> 00:18:09,972
Well, the day has ended
for most of the building.
507
00:18:09,974 --> 00:18:12,174
It's almost just getting started for me.
508
00:18:12,176 --> 00:18:13,175
Well, for we,
509
00:18:13,177 --> 00:18:16,178
so let's get to it.
510
00:18:22,118 --> 00:18:23,685
Today I'm in Washington, D.C.
511
00:18:23,687 --> 00:18:25,954
And I'll be working with one
of our supervisors,
512
00:18:25,956 --> 00:18:28,290
learning how to do visual merchandising.
513
00:18:30,293 --> 00:18:32,561
Visual merchandising
really did not exist
514
00:18:32,563 --> 00:18:34,529
at Loehmann's before I joined.
515
00:18:34,531 --> 00:18:36,098
Being good at visual merchandising
516
00:18:36,100 --> 00:18:39,167
helps separate us from the rest
of our competition,
517
00:18:39,169 --> 00:18:40,936
and it's what the customer's
first perception is
518
00:18:40,938 --> 00:18:43,772
when they come through the door.
519
00:18:43,774 --> 00:18:45,140
Hello, sir. Hey, how are you?
520
00:18:45,142 --> 00:18:46,208
Welcome to Loehmann's.
521
00:18:46,210 --> 00:18:47,209
Thank you.
522
00:18:47,211 --> 00:18:48,477
The last time I visited this store,
523
00:18:48,479 --> 00:18:51,313
about a year ago, I was
not happy with the team.
524
00:18:51,315 --> 00:18:53,482
Since that time,
I've made a lot of changes.
525
00:18:53,484 --> 00:18:55,450
So if I see someone
with the wrong attitude,
526
00:18:55,452 --> 00:18:58,620
it's gonna be very hard
for me to keep my mouth shut.
527
00:18:58,622 --> 00:19:00,422
- Keisha?
- Yes.
528
00:19:00,424 --> 00:19:01,790
- Hi, Keisha.
- Hello.
529
00:19:01,792 --> 00:19:02,924
- How are you today?
- Nice to meet you.
530
00:19:02,926 --> 00:19:04,493
Nice to meet you too.
531
00:19:04,495 --> 00:19:06,795
Okay, so visual merchandising overall
532
00:19:06,797 --> 00:19:08,463
is just to make things look pretty
533
00:19:08,465 --> 00:19:10,799
through color, sizing,
and merchandising.
534
00:19:10,801 --> 00:19:12,668
We're gonna start with this rack here.
535
00:19:12,670 --> 00:19:16,805
We have five different designers
but the same label.
536
00:19:16,807 --> 00:19:19,574
So it's Joe provocative, Joe booty cut,
537
00:19:19,576 --> 00:19:21,376
Joe everything, Chelsea fit.
538
00:19:21,378 --> 00:19:22,577
So we're gonna go through this rack,
539
00:19:22,579 --> 00:19:23,612
and we're gonna make it right.
540
00:19:23,614 --> 00:19:24,646
- Okay?
- Okay.
541
00:19:24,648 --> 00:19:25,847
- Yeah, yeah.
- All right.
542
00:19:25,849 --> 00:19:26,948
So we need to start grabbing some stuff.
543
00:19:26,950 --> 00:19:28,350
So let's get the sizing.
544
00:19:28,352 --> 00:19:30,052
So if you turn over
the back of these pants,
545
00:19:30,054 --> 00:19:31,053
what do they say?
546
00:19:31,055 --> 00:19:33,588
They say cigarette.
547
00:19:33,590 --> 00:19:34,656
Okay, so now you want to
put it out on the rack.
548
00:19:34,658 --> 00:19:35,590
So I have to first find where
549
00:19:35,592 --> 00:19:37,426
the cigarette arm would be?
550
00:19:37,428 --> 00:19:38,660
You can make a cigarette arm,
551
00:19:38,662 --> 00:19:39,828
'cause these are all
the same brand jeans.
552
00:19:39,830 --> 00:19:40,996
Okay.
553
00:19:40,998 --> 00:19:41,998
When I first meet Keisha,
554
00:19:41,999 --> 00:19:43,699
I felt that we were very rushed,
555
00:19:43,701 --> 00:19:46,768
and she was very quick to give
me orders of what to do.
556
00:19:46,770 --> 00:19:48,637
God, there's so many.
557
00:19:48,639 --> 00:19:49,805
I've just found four
more pair of cigarettes.
558
00:19:49,807 --> 00:19:50,972
No, I just put them there.
559
00:19:50,974 --> 00:19:51,940
No, I'm talking about over there.
560
00:19:51,942 --> 00:19:53,075
- Oh, okay.
- Yeah, no, no, no.
561
00:19:53,077 --> 00:19:54,142
Are you doing it, or am I doing it?
562
00:19:54,144 --> 00:19:55,077
Pay attention.
563
00:19:55,079 --> 00:19:56,178
No, we're doing it together,
564
00:19:56,180 --> 00:19:57,245
'cause I want you to learn.
565
00:19:57,247 --> 00:19:58,213
I thought you said to me
566
00:19:58,215 --> 00:19:59,214
that I was going to do it.
567
00:19:59,216 --> 00:20:00,515
You have to learn.
568
00:20:00,517 --> 00:20:01,616
You got to give me a chance
to learn, though.
569
00:20:01,618 --> 00:20:02,617
I had never done it.
570
00:20:02,619 --> 00:20:03,885
I didn't even know the brands.
571
00:20:03,887 --> 00:20:04,986
I didn't know how many styles
there were.
572
00:20:04,988 --> 00:20:06,254
And she was already telling me
573
00:20:06,256 --> 00:20:08,023
that I was doing it wrong
within 30 seconds.
574
00:20:08,025 --> 00:20:09,191
I'm just trying to sort
the names out first
575
00:20:09,193 --> 00:20:10,292
and get them all together.
576
00:20:10,294 --> 00:20:11,326
Okay.
577
00:20:11,328 --> 00:20:12,694
In my head, that's what I thought
578
00:20:12,696 --> 00:20:13,695
would be a good way to do it.
579
00:20:13,697 --> 00:20:14,996
Okay.
580
00:20:14,998 --> 00:20:16,064
You're trying to teach
me how to do this, right?
581
00:20:16,066 --> 00:20:17,332
Right, but at the same time,
582
00:20:17,334 --> 00:20:18,767
we got to move fast,
583
00:20:18,769 --> 00:20:20,135
'cause we're in an eight-hour shift.
584
00:20:20,137 --> 00:20:21,436
- And that's all we have.
- I know. I get that.
585
00:20:21,438 --> 00:20:22,504
All right.
586
00:20:22,506 --> 00:20:23,505
As a supervisor,
587
00:20:23,507 --> 00:20:25,240
it is Keisha's responsibility
588
00:20:25,242 --> 00:20:28,643
to train, supervise, motivate, and teach
589
00:20:28,645 --> 00:20:30,312
every associate that's in the store.
590
00:20:30,314 --> 00:20:34,616
And it was more like,
"do this, do this, do that."
591
00:20:34,618 --> 00:20:36,718
We're gonna do the display window, okay?
592
00:20:36,720 --> 00:20:39,321
You could do a tie off the body.
593
00:20:39,323 --> 00:20:40,589
Well, I have three boys.
594
00:20:40,591 --> 00:20:41,723
- Oh, you do?
- Mm-hmm.
595
00:20:41,725 --> 00:20:42,724
How many kids do you have?
596
00:20:42,726 --> 00:20:43,759
I have two, also, two boys.
597
00:20:43,761 --> 00:20:44,860
Oh.
598
00:20:44,862 --> 00:20:46,094
How old... mine are probably older.
599
00:20:46,096 --> 00:20:47,963
We rock.
600
00:20:47,965 --> 00:20:50,565
The only thing about working here
601
00:20:50,567 --> 00:20:52,534
is that I am paid by the hour.
602
00:20:52,536 --> 00:20:54,870
About three weeks ago,
I fell out on the floor.
603
00:20:54,872 --> 00:20:56,071
Here?
604
00:20:56,073 --> 00:20:57,939
Yeah, because of my sickness.
605
00:20:57,941 --> 00:21:00,942
I have kidney disease, and I have lupus.
606
00:21:00,944 --> 00:21:02,811
And I've had a stroke, too, last August.
607
00:21:02,813 --> 00:21:03,812
Oh, my.
608
00:21:03,814 --> 00:21:05,280
So I missed days from work.
609
00:21:05,282 --> 00:21:07,215
So when you miss days from work,
610
00:21:07,217 --> 00:21:09,417
where's your check?
611
00:21:09,419 --> 00:21:10,418
And a single mother.
612
00:21:10,420 --> 00:21:11,920
- Yes.
- Wow.
613
00:21:11,922 --> 00:21:14,956
You hear the stories that some
people have in their life.
614
00:21:14,958 --> 00:21:17,926
And it's like, "oh, my God.
How would I do that?"
615
00:21:17,928 --> 00:21:19,294
Would I be able to do that?"
616
00:21:19,296 --> 00:21:20,796
If we had a mannequin,
617
00:21:20,798 --> 00:21:22,430
we could probably put that whole outfit
618
00:21:22,432 --> 00:21:23,398
on a mannequin.
619
00:21:23,400 --> 00:21:24,466
- Be great, right?
- Yeah.
620
00:21:24,468 --> 00:21:25,901
But we're limited on mannequins.
621
00:21:25,903 --> 00:21:27,068
- Nothing to work with.
- No.
622
00:21:27,070 --> 00:21:28,403
We have them.
623
00:21:28,405 --> 00:21:30,071
And it's a total of five
for this whole store.
624
00:21:30,073 --> 00:21:31,873
So I have to pick and choosewhat I put on a mannequin.
625
00:21:31,875 --> 00:21:33,141
We want to look like Bloomingdale's.
626
00:21:33,143 --> 00:21:34,476
We want to look like Macy's.
627
00:21:34,478 --> 00:21:36,378
We want to compare ourselves
to Lord and Taylor.
628
00:21:36,380 --> 00:21:38,580
However, we're looking a lot
like the dump store.
629
00:21:38,582 --> 00:21:41,249
I mean, I think there's thrift
stores that look better.
630
00:21:41,251 --> 00:21:42,617
And that's really sad.
631
00:21:42,619 --> 00:21:44,252
I don't like how they're running things.
632
00:21:44,254 --> 00:21:45,487
We have no corporate structure.
633
00:21:45,489 --> 00:21:47,055
Mm.
634
00:21:47,057 --> 00:21:48,390
Frieda Loehmann would probably
be turning over in her grave
635
00:21:48,392 --> 00:21:50,659
if she saw the stuffthat was going on now.
636
00:21:50,661 --> 00:21:51,893
And that's kind of my biggest concern,
637
00:21:51,895 --> 00:21:53,696
is that being a visual
merchandise supervisor,
638
00:21:53,697 --> 00:21:55,764
is that I don't have my resources.
639
00:21:55,766 --> 00:21:57,465
Did you say anything to anybody?
640
00:21:58,902 --> 00:22:01,870
This is exactly what I was
hoping I was not gonna find.
641
00:22:01,872 --> 00:22:03,738
And it is driving me crazy.
642
00:22:03,740 --> 00:22:06,975
It's almost like a sinking ship
as far as I'm concerned.
643
00:22:06,977 --> 00:22:08,376
Her attitude is very negative
644
00:22:08,378 --> 00:22:11,379
and not the winning one we need
every employee to have.
645
00:22:11,381 --> 00:22:14,883
So, you know, what do you do
with somebody like Keisha?
646
00:22:14,885 --> 00:22:16,484
Work with her?
647
00:22:16,486 --> 00:22:17,752
Or just really decide
648
00:22:17,754 --> 00:22:19,754
that she isn't the right fit
for Loehmann's?
649
00:22:19,756 --> 00:22:22,123
So there's a lot for me
to think about right now.
650
00:22:22,125 --> 00:22:24,159
Now we're gonna set up
a display in the window.
651
00:22:24,161 --> 00:22:25,360
Okay.
652
00:22:31,767 --> 00:22:32,934
Hi, there.
653
00:22:32,936 --> 00:22:36,538
I'm here for a manicure and a pedicure.
654
00:22:36,540 --> 00:22:38,206
The time that was brought
into Loehmann's
655
00:22:38,208 --> 00:22:40,175
was a very transitional time.
656
00:22:40,177 --> 00:22:43,144
And I always knew I wanted
people to work at Loehmann's
657
00:22:43,146 --> 00:22:44,913
who wanted to work at Loehmann's.
658
00:22:47,149 --> 00:22:48,149
Right?
659
00:22:48,151 --> 00:22:49,184
Yeah.
660
00:22:49,186 --> 00:22:50,185
This is a treat.
661
00:22:50,187 --> 00:22:51,152
Mm-hmm.
662
00:22:51,154 --> 00:22:53,221
Working with Robert and Catherine
663
00:22:53,223 --> 00:22:55,824
was just so uplifting and so motivating.
664
00:22:55,826 --> 00:22:57,926
And then working with Keisha...
665
00:22:57,928 --> 00:23:00,428
I think Keisha's attitude is
"what about Keisha?"
666
00:23:00,430 --> 00:23:01,963
"What about Keisha? What about Keisha?"
667
00:23:01,965 --> 00:23:03,798
Versus "how does Keisha
work for Loehmann's"
668
00:23:03,800 --> 00:23:05,033
"and make Loehmann's better?"
669
00:23:05,035 --> 00:23:07,502
Very nice.
670
00:23:07,504 --> 00:23:10,739
I did not expect this experience
to be as challenging,
671
00:23:10,741 --> 00:23:13,008
thought-provoking, eye-opening.
672
00:23:13,010 --> 00:23:15,610
So there's a lot on my mind right now.
673
00:23:18,648 --> 00:23:19,614
It just feels delicious.
674
00:23:19,616 --> 00:23:20,582
Isn't it? Isn't is so yummy?
675
00:23:20,584 --> 00:23:21,883
Delicious? Can I use that word?
676
00:23:21,885 --> 00:23:23,385
Yeah, of course.
677
00:23:23,387 --> 00:23:25,854
The boss finds the ultimate fashionista.
678
00:23:25,856 --> 00:23:26,855
Yay.
679
00:23:26,857 --> 00:23:27,923
And later...
680
00:23:27,925 --> 00:23:28,957
I'm being misconstrued.
681
00:23:28,959 --> 00:23:29,958
But even now, you're not...
682
00:23:29,960 --> 00:23:31,559
you just want to get out your point.
683
00:23:31,561 --> 00:23:33,561
...the gloves come off.
684
00:23:33,563 --> 00:23:34,930
My experience working with you
685
00:23:34,932 --> 00:23:36,331
was not a great experience.
686
00:23:36,333 --> 00:23:38,733
Don't ever think I don't do my job.
687
00:23:38,735 --> 00:23:40,035
I do my damndest.
688
00:23:40,037 --> 00:23:42,637
I'd serve fries like
they were filet mignon.
689
00:23:51,605 --> 00:23:55,474
Steven Newman, the CEO
of Loehmann's Department Stores
690
00:23:55,476 --> 00:23:58,177
is a boss undercover in his own company.
691
00:23:58,179 --> 00:23:59,311
They're not gonna be used
to having a man
692
00:23:59,313 --> 00:24:02,081
in the lingerie department.
693
00:24:02,083 --> 00:24:05,084
His employees think he's
a contestant on a reality show,
694
00:24:05,086 --> 00:24:07,620
hoping to win money
to start his own business.
695
00:24:07,622 --> 00:24:09,355
Frieda Loehmann would probably
be turning over in her grave
696
00:24:09,357 --> 00:24:12,158
if she saw the stuff
that was going on now.
697
00:24:19,466 --> 00:24:21,934
Today I'm in San Francisco, California,
698
00:24:21,936 --> 00:24:26,205
and I'm going to be working
with a personal shopper.
699
00:24:26,207 --> 00:24:27,673
The personal shopper's role
700
00:24:27,675 --> 00:24:29,208
is really to work with our customers
701
00:24:29,210 --> 00:24:31,744
to help them put
their wardrobe together.
702
00:24:31,746 --> 00:24:33,512
We'll order that
definitely in the small.
703
00:24:33,514 --> 00:24:34,914
As an off-pricer,
704
00:24:34,916 --> 00:24:37,583
being able to offer this
experience for our customers
705
00:24:37,585 --> 00:24:40,586
is a great advantage
and differentiator for us.
706
00:24:40,588 --> 00:24:43,255
Is Alesandra here?
707
00:24:43,257 --> 00:24:45,191
Third floor?
708
00:24:45,193 --> 00:24:46,759
I am a true believer in the role
709
00:24:46,761 --> 00:24:48,861
of personal shoppers at Loehmann's.
710
00:24:48,863 --> 00:24:50,029
When I started at Loehmann's,
711
00:24:50,031 --> 00:24:52,431
we had three stores
with personal shoppers
712
00:24:52,433 --> 00:24:53,666
and we're currently up to ten.
713
00:24:53,668 --> 00:24:55,801
So going undercover today
is gonna allow me to see
714
00:24:55,803 --> 00:24:57,269
how the program is working
715
00:24:57,271 --> 00:24:59,371
and what they need
to be better at their job.
716
00:24:59,373 --> 00:25:00,406
Alesandra?
717
00:25:00,408 --> 00:25:01,574
- Yes.
- Hi.
718
00:25:01,576 --> 00:25:02,908
- Hi.
- Henry.
719
00:25:02,910 --> 00:25:04,009
Hi, Henry. Nice to meet you.
720
00:25:04,011 --> 00:25:05,010
Nice to meet you too.
721
00:25:05,012 --> 00:25:06,212
So you're my contestant?
722
00:25:06,214 --> 00:25:07,313
I think so.
723
00:25:07,315 --> 00:25:09,415
When I first met Henry...
724
00:25:09,417 --> 00:25:11,684
Um, wow.
725
00:25:11,686 --> 00:25:13,185
Fashion's not his thing.
726
00:25:13,187 --> 00:25:14,687
- Let's go in my office.
- Okay.
727
00:25:14,689 --> 00:25:18,257
I definitely want to update
Henry's wardrobe for sure.
728
00:25:18,259 --> 00:25:19,825
Yes.
729
00:25:19,827 --> 00:25:21,527
That must be you.
730
00:25:21,529 --> 00:25:22,528
Yeah.
731
00:25:22,530 --> 00:25:24,196
So my clients come in here.
732
00:25:24,198 --> 00:25:28,100
And I have a private
dressing room right in here.
733
00:25:28,102 --> 00:25:30,636
I have a closet in here
where I put all their holds.
734
00:25:30,638 --> 00:25:32,438
I'm constantly thinking
about my clients...
735
00:25:32,440 --> 00:25:35,007
- Wow, that's great.
- and their lifestyles.
736
00:25:35,009 --> 00:25:37,176
So I can show you some
of the new stuff that we have.
737
00:25:37,178 --> 00:25:39,178
Yeah, sure.
738
00:25:39,180 --> 00:25:42,014
We get a lot of high-end brands,
like Helmut Lang.
739
00:25:42,016 --> 00:25:45,251
We have Rachel Zoe.
She's a very popular stylist.
740
00:25:45,253 --> 00:25:47,620
Is that a skirt or a dress?
741
00:25:47,622 --> 00:25:48,621
I'm not sure.
742
00:25:48,623 --> 00:25:50,556
It's a dress. It's very tiny.
743
00:25:50,558 --> 00:25:52,391
That was, like, ten years ago for me.
744
00:25:52,393 --> 00:25:54,627
Me too.
745
00:25:54,629 --> 00:25:57,797
Would I hire Henry here to work with me?
746
00:25:57,799 --> 00:25:59,932
No. I don't think I would.
747
00:25:59,934 --> 00:26:00,933
My wife would love that.
748
00:26:00,935 --> 00:26:02,201
It's silk, yeah.
749
00:26:02,203 --> 00:26:04,103
But when you touch it,
it just feels delicious.
750
00:26:04,105 --> 00:26:05,171
Isn't it? Isn't is so yummy?
751
00:26:05,173 --> 00:26:06,438
Delicious? Can I use that word?
752
00:26:06,440 --> 00:26:07,773
Yeah, of course. Why not?
753
00:26:07,775 --> 00:26:09,675
Okay, it looks delicious.
754
00:26:09,677 --> 00:26:11,310
Hi.
755
00:26:11,312 --> 00:26:13,379
How are you?
756
00:26:13,381 --> 00:26:15,881
Nice to see you.
757
00:26:15,883 --> 00:26:16,849
- Hi, I'm Henry.
- This is Henry.
758
00:26:16,851 --> 00:26:18,017
Hi, Henry. Very nice to meet you.
759
00:26:18,019 --> 00:26:19,718
- Patricia.
- Patricia, nice to meet you.
760
00:26:19,720 --> 00:26:21,720
She's one of my fabulous clients.
761
00:26:21,722 --> 00:26:23,322
Okay, you look delicious.
762
00:26:25,426 --> 00:26:27,226
Yeah, so we got a bunch of new stuff.
763
00:26:27,228 --> 00:26:28,260
Okay.
764
00:26:28,262 --> 00:26:29,261
This came in.
765
00:26:29,263 --> 00:26:30,262
That's brand-new,
766
00:26:30,264 --> 00:26:31,997
and all these great flats.
767
00:26:31,999 --> 00:26:33,532
And they're 25% off.
768
00:26:33,534 --> 00:26:34,867
So also, we need to make sure
769
00:26:34,869 --> 00:26:37,436
that we tell our clients,
like, what's on sale.
770
00:26:37,438 --> 00:26:38,904
Let's do some shopping.
771
00:26:38,906 --> 00:26:41,841
Okay?
772
00:26:41,843 --> 00:26:43,442
This black one would be gorgeous.
773
00:26:43,444 --> 00:26:46,579
- It lays beautifully.
- Okay.
774
00:26:46,581 --> 00:26:48,247
Love it.
775
00:26:48,249 --> 00:26:50,816
Leather skirt. What about leather?
776
00:26:50,818 --> 00:26:53,853
You know, I think it's just too heavy.
777
00:26:53,855 --> 00:26:56,355
No, it's lamb.
778
00:26:56,357 --> 00:26:58,791
Can we have fun? Can we just try it on?
779
00:26:58,793 --> 00:26:59,825
I'll try it, just for you.
780
00:26:59,827 --> 00:27:00,793
Okay. Good.
781
00:27:00,795 --> 00:27:02,628
Let me get you all set up.
782
00:27:02,630 --> 00:27:04,997
- And try these on.
- Okay.
783
00:27:06,533 --> 00:27:08,400
- Wow.
- Yeah.
784
00:27:08,402 --> 00:27:11,337
I love that you were able to, like,
785
00:27:11,339 --> 00:27:13,038
pick and choose for her
786
00:27:13,040 --> 00:27:15,341
before she, like, could even say
anything, you already knew.
787
00:27:15,343 --> 00:27:16,308
Okay, stop.
788
00:27:16,310 --> 00:27:18,043
'Cause I actually... I love it.
789
00:27:19,947 --> 00:27:20,980
I do.
790
00:27:20,982 --> 00:27:22,081
I told you!
791
00:27:22,083 --> 00:27:23,782
It's actually... it's really so me.
792
00:27:23,784 --> 00:27:24,884
See how that worked?
793
00:27:24,886 --> 00:27:25,985
You didn't want to put it on at all.
794
00:27:25,987 --> 00:27:27,086
She didn't want to try it on.
795
00:27:27,088 --> 00:27:28,487
- Perfect.
- Yay.
796
00:27:28,489 --> 00:27:30,990
Lo and behold, Patricia put
on the leather skirt,
797
00:27:30,992 --> 00:27:32,892
and she couldn't wait to, like,
798
00:27:32,894 --> 00:27:34,293
go home with it and wear it.
799
00:27:34,295 --> 00:27:36,295
And I will see you shortly.
800
00:27:36,297 --> 00:27:37,329
- Have a good day.
- You, too.
801
00:27:37,331 --> 00:27:38,797
- Thank you.
- Bye, doll.
802
00:27:38,799 --> 00:27:40,366
Have a good one.
803
00:27:40,368 --> 00:27:41,634
I love it.
804
00:27:41,636 --> 00:27:42,768
Yay.
805
00:27:42,770 --> 00:27:46,305
Alesandra really knows
her clients very well.
806
00:27:46,307 --> 00:27:48,474
I got the purse for you.
807
00:27:48,476 --> 00:27:50,776
Wow. How do I duplicate her?
808
00:27:50,778 --> 00:27:51,877
Lookit.
809
00:27:51,879 --> 00:27:52,845
This is perfect.
810
00:27:52,847 --> 00:27:54,113
Okay, let's try it on.
811
00:27:54,115 --> 00:27:55,214
And she's, like, all over the place.
812
00:27:55,216 --> 00:27:56,582
"Oh, I'm gonna get your shoes."
813
00:27:56,584 --> 00:27:58,050
"I'm gonna get your belt.
I'm gonna get your hat."
814
00:27:58,052 --> 00:28:00,719
You know, whatever it takes
to really create the sale
815
00:28:00,721 --> 00:28:03,088
and the multiple looks, she was amazing.
816
00:28:03,090 --> 00:28:04,390
- Wow.
- Heaven.
817
00:28:04,392 --> 00:28:06,125
All right, have a good day, Lynn.
818
00:28:06,127 --> 00:28:08,093
Thank you. Bye.
819
00:28:10,564 --> 00:28:11,830
Yay.
820
00:28:11,832 --> 00:28:13,666
Alesandra did make a lot of sales today.
821
00:28:13,668 --> 00:28:14,900
The next thing I want to do is,
822
00:28:14,902 --> 00:28:16,735
I want to talk to you about
how I do outreach.
823
00:28:16,737 --> 00:28:20,339
I do emails to my 620 clients.
824
00:28:20,341 --> 00:28:23,008
- Wow.
- Loehmann's does emails daily.
825
00:28:23,010 --> 00:28:25,244
But I customize mine.
826
00:28:25,246 --> 00:28:26,679
So I take my phone with me,
827
00:28:26,681 --> 00:28:28,347
and I walk around the store,
828
00:28:28,349 --> 00:28:29,949
and I take pictures of things.
829
00:28:29,951 --> 00:28:31,917
Now it's kind of a no-no,
830
00:28:31,919 --> 00:28:33,852
'cause we're not supposed to use
our personal cell phones
831
00:28:33,854 --> 00:28:36,021
to contact our customers.
832
00:28:36,023 --> 00:28:39,458
But it's very, very crucial
and critical for me.
833
00:28:39,460 --> 00:28:41,026
And how often do you send it?
834
00:28:41,028 --> 00:28:42,428
Once or twice a week.
835
00:28:42,430 --> 00:28:45,164
With these new handbags,
we needed to send an email out,
836
00:28:45,166 --> 00:28:47,266
letting my customers know about
these new handbags
837
00:28:47,268 --> 00:28:48,567
that just came in.
838
00:28:48,569 --> 00:28:50,302
Are you technically savvy?
839
00:28:50,304 --> 00:28:51,470
I think I can take a picture.
840
00:28:51,472 --> 00:28:52,638
It's frustrating to me
841
00:28:52,640 --> 00:28:54,673
that Alesandra might not have
all the tools
842
00:28:54,675 --> 00:28:56,141
that she needs to get her job done.
843
00:28:56,143 --> 00:28:57,509
Okay.
844
00:28:57,511 --> 00:28:59,445
And it's my job to make sure
that she gets them.
845
00:28:59,447 --> 00:29:01,013
- I love this idea.
- Right?
846
00:29:01,015 --> 00:29:03,515
I think the sky's the limit with her.
847
00:29:03,517 --> 00:29:05,117
I love fashion.
848
00:29:05,119 --> 00:29:06,251
You know, if I do it with passion,
849
00:29:06,253 --> 00:29:07,252
I know I'll succeed.
850
00:29:07,254 --> 00:29:08,921
And that's so true.
851
00:29:08,923 --> 00:29:10,990
I mean, my husband and
I had, like, really
852
00:29:10,992 --> 00:29:13,926
great-paying jobs
when we first got married.
853
00:29:13,928 --> 00:29:15,961
And we both quit our jobs
854
00:29:15,963 --> 00:29:17,429
'cause we realized we weren't doing
855
00:29:17,431 --> 00:29:20,766
what we were loving
and really wanting to do.
856
00:29:20,768 --> 00:29:22,601
But then the market crashed.
857
00:29:22,603 --> 00:29:24,036
And it was really difficult.
858
00:29:24,038 --> 00:29:26,839
And then we found out on our
honeymoon we were pregnant.
859
00:29:26,841 --> 00:29:28,140
Wow.
860
00:29:28,142 --> 00:29:29,942
So it was really hard.
861
00:29:29,944 --> 00:29:30,876
Do you have family?
862
00:29:30,878 --> 00:29:32,244
Do you have family here that...
863
00:29:32,246 --> 00:29:34,847
Well, my parents were retired
and lived in Mexico.
864
00:29:34,849 --> 00:29:36,448
And because of the whole situation
865
00:29:36,450 --> 00:29:39,018
with the violence and,
you know, in Mexico,
866
00:29:39,020 --> 00:29:41,186
they just moved back.
867
00:29:41,188 --> 00:29:43,589
So my family of, you know, three
868
00:29:43,591 --> 00:29:45,324
is now a family of five.
869
00:29:45,326 --> 00:29:47,393
But I'm so grateful for
those really hard years,
870
00:29:47,395 --> 00:29:51,597
because, you know,
if you do what you love,
871
00:29:51,599 --> 00:29:54,166
you'll succeed in life no matter what.
872
00:29:54,168 --> 00:29:55,100
No, it's great.
873
00:29:55,102 --> 00:29:56,668
And I feel the same way you do,
874
00:29:56,670 --> 00:29:59,138
that you have to love what you do
875
00:29:59,140 --> 00:30:01,040
in order to be successful.
876
00:30:01,042 --> 00:30:02,875
Working with someone
like Alesandra today
877
00:30:02,877 --> 00:30:05,811
was so uplifting and so exciting.
878
00:30:05,813 --> 00:30:07,212
She has a lot on her plate.
879
00:30:07,214 --> 00:30:08,914
She takes care of a lot of people
880
00:30:08,916 --> 00:30:11,216
and always with the utmost attitude.
881
00:30:11,218 --> 00:30:12,651
I admire that in anybody
882
00:30:12,653 --> 00:30:15,054
that could separate their work issues
883
00:30:15,056 --> 00:30:16,221
from their personal issues
884
00:30:16,223 --> 00:30:18,257
and just come in and have
a great attitude,
885
00:30:18,259 --> 00:30:19,458
'cause it's what they love.
886
00:30:19,460 --> 00:30:21,126
Now let's get back to the emails.
887
00:30:30,170 --> 00:30:33,072
I met a lot of great people
throughout this journey.
888
00:30:33,074 --> 00:30:34,540
It was amazing to me
889
00:30:34,542 --> 00:30:36,642
to be able to get them to open up
890
00:30:36,644 --> 00:30:39,878
and tell me about their lives.
891
00:30:39,880 --> 00:30:41,914
Not everything I saw was satisfying
892
00:30:41,916 --> 00:30:44,316
to me or made me happy.
893
00:30:45,619 --> 00:30:47,086
It's time.
894
00:30:47,088 --> 00:30:48,353
What's exciting is,
895
00:30:48,355 --> 00:30:50,055
I've seen where some
of the breakdowns are.
896
00:30:50,057 --> 00:30:52,157
It's coming right off by itself.
897
00:30:52,159 --> 00:30:54,893
And while Henry cannot solve
all of these problems,
898
00:30:54,895 --> 00:30:56,161
Steve Newman can,
899
00:30:56,163 --> 00:30:57,563
and I'm looking forward
900
00:30:57,565 --> 00:30:59,598
to being able to make the
changes that need to be done,
901
00:30:59,600 --> 00:31:01,433
to make sure things get fixed.
902
00:31:01,435 --> 00:31:05,571
Oh, that's a relief.
903
00:31:05,573 --> 00:31:08,040
The employees are summoned to Los Angeles
904
00:31:08,042 --> 00:31:11,910
to give feedback on Henry's performance.
905
00:31:11,912 --> 00:31:13,545
How will they react when he reveals
906
00:31:13,547 --> 00:31:15,247
that he's really the boss?
907
00:31:15,249 --> 00:31:17,549
I'm really Steven Newman,
the CEO of Loehmann's.
908
00:31:17,551 --> 00:31:19,485
Oh.
909
00:31:30,193 --> 00:31:32,694
My week undercover
has finally come to an end.
910
00:31:32,696 --> 00:31:36,031
I'm in Los Angeles, in the heart
of the fashion district,
911
00:31:36,033 --> 00:31:39,368
so I can tell my employees
who I really am.
912
00:31:39,370 --> 00:31:41,003
All the people that I worked with
913
00:31:41,005 --> 00:31:43,205
think they have been called
here to give feedback
914
00:31:43,207 --> 00:31:45,340
on whether or not
I deserve to win the money
915
00:31:45,342 --> 00:31:46,808
to start my own business.
916
00:31:46,810 --> 00:31:49,745
They have no idea
why they are really here.
917
00:31:54,317 --> 00:31:55,284
Hello, there.
918
00:31:55,286 --> 00:31:56,485
Hello.
919
00:31:56,487 --> 00:31:58,153
- How are you?
- I'm fine.
920
00:31:58,155 --> 00:31:59,721
So we're here to talk about Henry.
921
00:31:59,723 --> 00:32:00,756
Uh-huh.
922
00:32:00,758 --> 00:32:01,723
How did Henry do?
923
00:32:01,725 --> 00:32:02,925
I think Henry did good.
924
00:32:02,927 --> 00:32:04,026
Why are you smiling?
925
00:32:04,028 --> 00:32:05,861
'Cause you look a little like Henry.
926
00:32:05,863 --> 00:32:07,229
So I was playing Henry.
927
00:32:07,231 --> 00:32:09,431
- You were playing Henry?
- I was playing Henry.
928
00:32:09,433 --> 00:32:11,600
I'm really Steven Newman,
the CEO of Loehmann's.
929
00:32:11,602 --> 00:32:14,169
Oh.
930
00:32:14,171 --> 00:32:15,137
Okay.
931
00:32:15,139 --> 00:32:17,406
I am so in shock right now.
932
00:32:17,408 --> 00:32:18,774
And you're on Undercover Boss.
933
00:32:18,776 --> 00:32:19,942
Undercover Boss, the show?
934
00:32:19,944 --> 00:32:21,443
- Mm-hmm.
- The real show?
935
00:32:21,445 --> 00:32:22,411
The real show.
936
00:32:22,413 --> 00:32:23,412
I don't believe it.
937
00:32:23,414 --> 00:32:25,714
The real show?
938
00:32:25,716 --> 00:32:28,684
Yeah, you're on it.
939
00:32:28,686 --> 00:32:29,685
Wow.
940
00:32:31,589 --> 00:32:33,755
Keisha, I'm conflicted.
941
00:32:33,757 --> 00:32:35,724
I saw a lot of things
that I was not happy about
942
00:32:35,726 --> 00:32:37,292
working with you in the store.
943
00:32:37,294 --> 00:32:39,027
The minute I walked in the store,
944
00:32:39,029 --> 00:32:41,163
you didn't even say hello to me.
945
00:32:41,165 --> 00:32:43,332
You just said, "go do that. Go do that."
946
00:32:43,334 --> 00:32:44,933
You're trying to teach me
how to do this, right?
947
00:32:44,935 --> 00:32:46,034
Right, but at the same time,
948
00:32:46,036 --> 00:32:47,236
we got to move fast,
949
00:32:47,238 --> 00:32:48,837
'cause we're in an eight-hour shift.
950
00:32:48,839 --> 00:32:50,806
- And that's all we have.
- I know. I get that.
951
00:32:50,808 --> 00:32:52,708
In the beginning, you did
a lot of talking over me.
952
00:32:52,710 --> 00:32:53,942
And I was saying, "today we're gonna"
953
00:32:53,944 --> 00:32:55,611
"visual merchandise this area"...
954
00:32:55,613 --> 00:32:57,913
you never heard me.
955
00:32:57,915 --> 00:32:59,481
No, I did hear you.
But see what you're...
956
00:32:59,483 --> 00:33:00,482
You started to talk...
957
00:33:00,484 --> 00:33:01,550
What you're doing again...
958
00:33:01,552 --> 00:33:02,918
What you're doing again is,
959
00:33:02,920 --> 00:33:04,119
you're trying to put the blame on...
960
00:33:04,121 --> 00:33:05,687
No, no, no, I'm not blaming you.
961
00:33:05,689 --> 00:33:07,990
I'm just pointing out
a couple of things.
962
00:33:07,992 --> 00:33:09,958
But at this point, it doesn't
matter, though, Keisha.
963
00:33:09,960 --> 00:33:10,892
It really doesn't matter.
964
00:33:10,894 --> 00:33:11,960
I'm being misconstrued, sir.
965
00:33:11,962 --> 00:33:12,928
But even now, you're not...
966
00:33:12,930 --> 00:33:14,363
you just want to get out your point,
967
00:33:14,365 --> 00:33:17,799
instead of listening
to what I'm saying to you.
968
00:33:17,801 --> 00:33:21,303
I'm trying... you know, as
a supervisor in the store,
969
00:33:21,305 --> 00:33:22,638
you need to just make sure
970
00:33:22,640 --> 00:33:24,106
that you're listening
and taking control.
971
00:33:24,108 --> 00:33:26,475
Don't ever think I don't do my job.
972
00:33:26,477 --> 00:33:27,576
I've been working in retail
973
00:33:27,578 --> 00:33:30,279
for over 15 to 20 years.
974
00:33:30,281 --> 00:33:33,882
I've never heard that anybody
was disappointed
975
00:33:33,884 --> 00:33:35,183
in who I am.
976
00:33:35,185 --> 00:33:38,220
I do my damndest, every place I work.
977
00:33:38,222 --> 00:33:40,589
I'd serve fries like
they were filet mignon.
978
00:33:40,591 --> 00:33:41,590
You understand?
979
00:33:41,592 --> 00:33:43,158
That's just who I am.
980
00:33:43,160 --> 00:33:44,559
Keisha, you have to take
981
00:33:44,561 --> 00:33:47,262
personal responsibility
for your actions.
982
00:33:47,264 --> 00:33:49,364
You can't blame other people.
983
00:33:49,366 --> 00:33:50,866
You own it.
984
00:33:53,736 --> 00:33:56,204
On the flip side,
I saw a lot of good things.
985
00:33:56,206 --> 00:33:58,173
The fact that you come in
when you're not feeling well,
986
00:33:58,175 --> 00:33:59,308
the fact that you show up,
987
00:33:59,310 --> 00:34:01,310
fact that you get...
it's all great stuff.
988
00:34:01,312 --> 00:34:02,344
Mm-hmm.
989
00:34:02,346 --> 00:34:03,378
I'm not negating that.
990
00:34:03,380 --> 00:34:04,680
I think that you can merchandise.
991
00:34:04,682 --> 00:34:07,449
I saw the passion that you
had in merchandising.
992
00:34:07,451 --> 00:34:08,917
I do want you to stay.
993
00:34:08,919 --> 00:34:10,118
But I want you to make a commitment
994
00:34:10,120 --> 00:34:11,553
to me and to Loehmann's
995
00:34:11,555 --> 00:34:12,821
that you're gonna do everything you can
996
00:34:12,823 --> 00:34:14,323
to make this opportunity
997
00:34:14,325 --> 00:34:16,391
a successful one for everyone.
998
00:34:16,393 --> 00:34:18,493
- We both committed?
- Yes.
999
00:34:19,962 --> 00:34:21,263
So, Keisha, one of your concerns
1000
00:34:21,265 --> 00:34:23,899
was is that the store
would look a little dated.
1001
00:34:23,901 --> 00:34:25,801
And I agree with you 100%.
1002
00:34:25,803 --> 00:34:27,369
And I just want you to know
1003
00:34:27,371 --> 00:34:28,970
your store is due to be renovated
1004
00:34:28,972 --> 00:34:30,439
early next spring.
1005
00:34:30,441 --> 00:34:31,740
You'll get everything that you want.
1006
00:34:31,742 --> 00:34:33,442
Okay.
1007
00:34:33,444 --> 00:34:35,944
We also got to spend some time
1008
00:34:35,946 --> 00:34:37,579
talking about personal things.
1009
00:34:37,581 --> 00:34:38,880
Mm-hmm.
1010
00:34:38,882 --> 00:34:41,116
And I know that there
has been some issues
1011
00:34:41,118 --> 00:34:43,518
for you in your personal life.
1012
00:34:43,520 --> 00:34:45,554
Yes, the lupus and the IG nephropathy,
1013
00:34:45,556 --> 00:34:49,191
that's the bulk of my worries and stuff.
1014
00:34:49,193 --> 00:34:51,693
I know you have some hardships.
1015
00:34:51,695 --> 00:34:54,563
And I'd like to give you $10,000
1016
00:34:54,565 --> 00:34:57,566
to help you pay off
1017
00:34:57,568 --> 00:34:59,234
some of those medical bills
1018
00:34:59,236 --> 00:35:04,373
that I know weigh so heavy on you.
1019
00:35:04,375 --> 00:35:07,175
Thank you.
1020
00:35:07,177 --> 00:35:09,077
A lot of times, you give and
give and give
1021
00:35:09,079 --> 00:35:11,012
and get nothing back.
1022
00:35:11,014 --> 00:35:12,948
So when you get to the lowest of low,
1023
00:35:12,950 --> 00:35:16,084
and there's nobody there for you,
1024
00:35:16,086 --> 00:35:20,856
this definitely renews
my faith in people.
1025
00:35:20,858 --> 00:35:21,823
It was great to meet you.
1026
00:35:21,825 --> 00:35:22,924
You look great, Henry.
1027
00:35:23,927 --> 00:35:25,794
Let's again... another hug for that.
1028
00:35:26,729 --> 00:35:29,064
Life definitely has its ups and downs.
1029
00:35:29,066 --> 00:35:30,966
And this would definitely be an up.
1030
00:35:32,069 --> 00:35:34,102
This would definitely be an up.
1031
00:35:34,104 --> 00:35:35,303
Alesandra,
1032
00:35:35,305 --> 00:35:37,739
I had a great experience
working with you.
1033
00:35:37,741 --> 00:35:38,774
You customer service,
1034
00:35:38,776 --> 00:35:40,642
your knowledge of the product,
1035
00:35:40,644 --> 00:35:41,877
your energy level,
1036
00:35:41,879 --> 00:35:42,911
without being undercover,
1037
00:35:42,913 --> 00:35:44,980
I would never have got to be able to see
1038
00:35:44,982 --> 00:35:46,248
somebody like you,
1039
00:35:46,250 --> 00:35:48,049
working in the Loehmann's store
1040
00:35:48,051 --> 00:35:49,518
and every day, making it
1041
00:35:49,520 --> 00:35:50,886
what it needs to be.
1042
00:35:50,888 --> 00:35:52,320
I do emails.
1043
00:35:52,322 --> 00:35:53,622
But I customize mine.
1044
00:35:53,624 --> 00:35:55,824
So I take my phone with me.
1045
00:35:55,826 --> 00:35:57,859
And I take pictures of things.
1046
00:35:57,861 --> 00:36:00,762
You use your own, personal cell phone
1047
00:36:00,764 --> 00:36:02,397
in order to drive your business,
1048
00:36:02,399 --> 00:36:04,032
which is really commendable.
1049
00:36:04,034 --> 00:36:05,500
So we're going to make sure
1050
00:36:05,502 --> 00:36:06,701
that you and every other stylist
1051
00:36:06,703 --> 00:36:10,138
in the company get their
own cell phone and iPad.
1052
00:36:10,140 --> 00:36:11,339
Yay.
1053
00:36:11,341 --> 00:36:12,941
That's so exciting.
1054
00:36:12,943 --> 00:36:14,009
I love it.
1055
00:36:14,011 --> 00:36:15,310
Now I can do, like, little videos too.
1056
00:36:15,312 --> 00:36:16,711
- Oh, videos.
- Wouldn't that be fun?
1057
00:36:16,713 --> 00:36:17,779
- That's great.
- Yeah, yeah.
1058
00:36:17,781 --> 00:36:19,514
One of the other things
that impressed me
1059
00:36:19,516 --> 00:36:20,615
about you, Alesandra,
1060
00:36:20,617 --> 00:36:21,650
is you shared with me
1061
00:36:21,652 --> 00:36:23,285
that your parents were living in Mexico.
1062
00:36:23,287 --> 00:36:25,954
And there was some
violence in their town.
1063
00:36:25,956 --> 00:36:27,956
And that they moved back
to San Francisco
1064
00:36:27,958 --> 00:36:30,158
to live with you and your husband.
1065
00:36:30,160 --> 00:36:32,327
It was just so inspiring.
1066
00:36:32,329 --> 00:36:34,162
And I want to give you $25,000
1067
00:36:34,164 --> 00:36:36,198
for you to use any way you see fit
1068
00:36:36,200 --> 00:36:38,033
to help you and your family.
1069
00:36:38,035 --> 00:36:40,635
Are you kidding me?
1070
00:36:40,637 --> 00:36:45,140
Oh, my God.
1071
00:36:45,142 --> 00:36:46,308
It's okay.
1072
00:36:49,946 --> 00:36:53,482
Thank you so much.
1073
00:36:53,484 --> 00:36:55,984
I felt like this is a dream.
1074
00:36:55,986 --> 00:36:57,118
I really do.
1075
00:36:57,120 --> 00:36:58,653
You deserve it.
1076
00:36:58,655 --> 00:37:02,491
I just feel like I
want to, like, scream.
1077
00:37:02,493 --> 00:37:03,925
I just wish, like, my clients were here.
1078
00:37:03,927 --> 00:37:06,528
We could be like, "oh, my God,
guess what happened."
1079
00:37:06,530 --> 00:37:08,129
Thank you so much. Thank you.
1080
00:37:08,131 --> 00:37:10,131
We've gone through so much as a family,
1081
00:37:10,133 --> 00:37:11,500
like, my husband and I.
1082
00:37:11,502 --> 00:37:13,735
And I'm just like... this is gonna
be huge.
1083
00:37:13,737 --> 00:37:15,070
Like, huge.
1084
00:37:15,072 --> 00:37:18,907
Catherine, the second that I met you,
1085
00:37:18,909 --> 00:37:21,176
I just felt so comfortable
and so at ease,
1086
00:37:21,178 --> 00:37:23,912
because you had so much knowledge.
1087
00:37:23,914 --> 00:37:29,150
With time, the bra is going
to lose its elasticity.
1088
00:37:29,152 --> 00:37:30,952
- Did you ever know that?
- No.
1089
00:37:30,954 --> 00:37:33,121
I actually don't really need to know
1090
00:37:33,123 --> 00:37:34,489
about this in my personal life.
1091
00:37:34,491 --> 00:37:35,390
I'm not married.
1092
00:37:35,392 --> 00:37:36,658
Oh, you're not? Okay.
1093
00:37:36,660 --> 00:37:38,593
I'm not married. I have a partner.
1094
00:37:38,595 --> 00:37:42,497
And I have two wonderful dogs
named Dylan and Jacob.
1095
00:37:42,499 --> 00:37:45,600
I am shocked. You threw me way off.
1096
00:37:45,602 --> 00:37:47,602
Oh, my God.
1097
00:37:47,604 --> 00:37:49,137
Just watching you
1098
00:37:49,139 --> 00:37:51,039
and how you treated and handled
1099
00:37:51,041 --> 00:37:53,475
and gave respect to every customer
1100
00:37:53,477 --> 00:37:54,476
that came through the door
1101
00:37:54,478 --> 00:37:56,077
was so moving for me
1102
00:37:56,079 --> 00:37:58,380
as the CEO of the company.
1103
00:37:58,382 --> 00:38:01,182
I know that things have not been easy.
1104
00:38:01,184 --> 00:38:04,986
And I'm going to give you $100,000...
1105
00:38:04,988 --> 00:38:06,021
No, you're not.
1106
00:38:06,023 --> 00:38:07,522
...to recoup some of your loss
1107
00:38:07,524 --> 00:38:09,391
between your house and your business.
1108
00:38:09,393 --> 00:38:10,892
Are you... no, it can't.
1109
00:38:10,894 --> 00:38:12,527
That's too much.
1110
00:38:12,529 --> 00:38:14,663
Are you really serious?
1111
00:38:14,665 --> 00:38:18,233
You're not saying that
seriously, are you?
1112
00:38:18,235 --> 00:38:21,269
You are? For real?
1113
00:38:21,271 --> 00:38:23,338
Oh, my God.
1114
00:38:23,340 --> 00:38:24,272
Oh, my God.
1115
00:38:24,274 --> 00:38:30,312
Oh, my God.
1116
00:38:30,314 --> 00:38:31,713
Oh, my God.
1117
00:38:31,715 --> 00:38:35,116
Oh, I don't believe this.
1118
00:38:35,118 --> 00:38:38,520
Oh, my God.
1119
00:38:38,522 --> 00:38:41,256
Oh, I don't believe this.
1120
00:38:41,258 --> 00:38:43,124
Really?
1121
00:38:43,126 --> 00:38:45,660
Oh, that's so generous of you.
1122
00:38:45,662 --> 00:38:47,696
Oh, my God.
1123
00:38:47,698 --> 00:38:50,365
I feel like...
1124
00:38:50,367 --> 00:38:54,069
like someone has put
their arms around me
1125
00:38:54,071 --> 00:38:58,974
and said, "everything's gonna
be okay now."
1126
00:38:58,976 --> 00:39:00,008
I don't know what to do.
1127
00:39:00,010 --> 00:39:00,942
I don't know what to do.
1128
00:39:00,944 --> 00:39:02,711
- It's okay. Here.
- Oh, my God.
1129
00:39:02,713 --> 00:39:04,813
This is all because of what you do.
1130
00:39:04,815 --> 00:39:05,847
You understand that?
1131
00:39:05,849 --> 00:39:07,382
This is because if what you do.
1132
00:39:07,384 --> 00:39:09,918
I don't believe this.
1133
00:39:09,920 --> 00:39:12,921
This happens to everybody else.
1134
00:39:12,923 --> 00:39:15,490
I can't believe it's happening to me.
1135
00:39:19,929 --> 00:39:22,297
Working with you, Robert,
was such a great experience.
1136
00:39:22,299 --> 00:39:24,499
One of the best things
was your attitude.
1137
00:39:24,501 --> 00:39:27,102
It was just such a breath of fresh air.
1138
00:39:27,104 --> 00:39:28,303
And everything was just so positive.
1139
00:39:28,305 --> 00:39:30,071
And how do we make things better?
1140
00:39:30,073 --> 00:39:31,272
I appreciate it.
1141
00:39:31,274 --> 00:39:33,074
And the fact that I
saw you working late,
1142
00:39:33,076 --> 00:39:34,709
that makes me,
as the CEO of the company,
1143
00:39:34,711 --> 00:39:36,111
so proud.
1144
00:39:36,113 --> 00:39:38,847
And because of that
conversation that we had,
1145
00:39:38,849 --> 00:39:41,116
we're going to make sure
that there is a person there
1146
00:39:41,118 --> 00:39:43,218
that can help you in e-commerce,
1147
00:39:43,220 --> 00:39:45,220
that takes care of returns
1148
00:39:45,222 --> 00:39:47,322
that keep you there later at night.
1149
00:39:47,324 --> 00:39:48,957
That will help me tremendously.
1150
00:39:48,959 --> 00:39:50,759
Just being able to leave on time
1151
00:39:50,761 --> 00:39:52,494
means I would get home on time.
1152
00:39:52,496 --> 00:39:54,663
I've had a lot of jobs in my life,
1153
00:39:54,665 --> 00:39:57,532
but the most important job
is being a father to my kids.
1154
00:39:57,534 --> 00:39:59,968
So I take that very seriously.
1155
00:39:59,970 --> 00:40:02,537
Because family is so important to you,
1156
00:40:02,539 --> 00:40:04,606
and the time that you've
missed away from your family,
1157
00:40:04,608 --> 00:40:05,740
we're gonna send you
1158
00:40:05,742 --> 00:40:07,609
on an all expense paid trip
for your family,
1159
00:40:07,611 --> 00:40:09,678
so that you can spend time with them.
1160
00:40:09,680 --> 00:40:12,013
You do not have to worry
about the airfare.
1161
00:40:12,015 --> 00:40:13,481
You don't have to worry about the food.
1162
00:40:13,483 --> 00:40:15,150
You don't have to worry about
any of the transportation.
1163
00:40:15,152 --> 00:40:17,552
I want you to spend some time
with your family.
1164
00:40:17,554 --> 00:40:18,620
Thanks.
1165
00:40:18,622 --> 00:40:19,988
That's... I really appreciate it.
1166
00:40:19,990 --> 00:40:21,589
I really appreciate it.
1167
00:40:21,591 --> 00:40:25,093
And we talked about the commute
that you have every day.
1168
00:40:25,095 --> 00:40:26,061
Yeah.
1169
00:40:26,063 --> 00:40:27,262
You know, I live in New York.
1170
00:40:27,264 --> 00:40:28,396
So when I stay late,
1171
00:40:28,398 --> 00:40:30,732
I leave here, let's say 5:30, 6:00.
1172
00:40:30,734 --> 00:40:32,233
I don't get home till 8:30, 9:00.
1173
00:40:32,235 --> 00:40:33,468
Wow.
1174
00:40:33,470 --> 00:40:35,070
With that, we'd like to give you
1175
00:40:35,072 --> 00:40:38,506
$20,000 to purchase a car.
1176
00:40:38,508 --> 00:40:39,841
$20,000?
1177
00:40:39,843 --> 00:40:40,742
Yes.
1178
00:40:40,744 --> 00:40:46,448
$20,000 to buy a vehicle?
1179
00:40:46,450 --> 00:40:47,849
I mean, what do you say
to something like that
1180
00:40:47,851 --> 00:40:48,850
other than thank you?
1181
00:40:48,852 --> 00:40:51,319
I mean, thank you.
1182
00:40:51,321 --> 00:40:52,921
You're most welcome.
1183
00:40:52,923 --> 00:40:55,323
When we were talking, you were
telling me about your kids.
1184
00:40:55,325 --> 00:40:57,092
We're going to start a college fund
1185
00:40:57,094 --> 00:41:03,364
for each of your kids
starting at $10,000 each.
1186
00:41:03,366 --> 00:41:05,800
There's an old phrase that says
"hard work pays off",
1187
00:41:05,802 --> 00:41:07,268
sometimes it pays off indirectly,
1188
00:41:07,270 --> 00:41:08,970
in a way that you don't see coming.
1189
00:41:08,972 --> 00:41:10,939
And this is... oh, wow.
1190
00:41:10,941 --> 00:41:13,541
This is a walking example
1191
00:41:13,543 --> 00:41:15,810
of how just do right
1192
00:41:15,812 --> 00:41:17,312
and great things will happen to you.
1193
00:41:17,314 --> 00:41:19,180
I wish you the best.
1194
00:41:19,182 --> 00:41:20,381
Congratulations.
1195
00:41:20,383 --> 00:41:21,349
You deserve it.
1196
00:41:21,351 --> 00:41:22,717
Thank you for everything you do for us.
1197
00:41:22,719 --> 00:41:23,918
It doesn't go unnoticed.
1198
00:41:23,920 --> 00:41:25,086
I appreciate it.
1199
00:41:25,088 --> 00:41:26,387
I'm sorry I don't have a lot to say.
1200
00:41:26,389 --> 00:41:28,022
For the first time in my life,
I'm speechless.
1201
00:41:28,024 --> 00:41:29,190
I usually got a lot to say.
1202
00:41:29,192 --> 00:41:32,060
But this is really, really out
of left field.
1203
00:41:32,062 --> 00:41:33,728
Didn't see this coming.
1204
00:41:36,032 --> 00:41:37,031
Hello?
1205
00:41:37,033 --> 00:41:38,032
Baby.
1206
00:41:38,034 --> 00:41:39,067
What happened?
1207
00:41:39,069 --> 00:41:41,469
It was Undercover Boss.
1208
00:41:41,471 --> 00:41:42,670
It was not.
1209
00:41:42,672 --> 00:41:43,872
I'm serious.
1210
00:41:43,874 --> 00:41:45,274
I'm on... they're taping me right now,
1211
00:41:45,275 --> 00:41:47,175
talking to you right now.
1212
00:41:47,177 --> 00:41:48,576
No, you're lying.
1213
00:41:48,578 --> 00:41:50,044
I'm not lying.
1214
00:41:50,046 --> 00:41:51,880
They're starting a college fund
for Ari and Mari
1215
00:41:51,882 --> 00:41:54,215
$10,000 apiece.
1216
00:41:54,217 --> 00:41:55,583
What?
1217
00:41:55,585 --> 00:41:57,819
They're giving me $20,000
to buy a vehicle.
1218
00:41:57,821 --> 00:41:59,387
Oh, my God.
1219
00:41:59,389 --> 00:42:01,456
And they're sending us
on a all expense paid trip
1220
00:42:01,458 --> 00:42:03,558
for all of us to go anywhere we want.
1221
00:42:03,560 --> 00:42:05,226
Oh, my God.
1222
00:42:05,228 --> 00:42:06,728
I'm shaking right now.
1223
00:42:06,730 --> 00:42:08,229
Who would have ever thought
just being me
1224
00:42:08,231 --> 00:42:10,031
would result in something like this?
1225
00:42:40,343 --> 00:43:00,343
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