Would you like to inspect the original subtitles? These are the user uploaded subtitles that are being translated:
1
00:00:01,818 --> 00:00:05,288
This week on Undercover Boss...
2
00:00:05,290 --> 00:00:07,156
The CEO of Boston Market,
3
00:00:07,158 --> 00:00:09,992
the nation's leader
in on-the-go home-style meals,
4
00:00:09,994 --> 00:00:12,662
sends his Chief Brand Officer,
Sara Bittorf,
5
00:00:12,664 --> 00:00:13,996
on a crucial assignment.
6
00:00:13,998 --> 00:00:15,798
If you see anything
that needs to be fixed,
7
00:00:15,800 --> 00:00:17,667
make sure we get it done.
8
00:00:17,669 --> 00:00:20,303
The Chief Brand
Officer goes undercover,
9
00:00:20,305 --> 00:00:22,104
posing as an unemployed diner waitress.
10
00:00:22,106 --> 00:00:23,839
- I'm Rachel.
- I'm Sash.
11
00:00:23,841 --> 00:00:25,875
Her employees think
she's on a reality show
12
00:00:25,877 --> 00:00:28,945
where she's competing to win
her own fast-food franchise.
13
00:00:30,814 --> 00:00:31,714
Have a runner.
14
00:00:31,716 --> 00:00:33,015
- You have another car.
- Oh.
15
00:00:33,017 --> 00:00:34,951
White chicken salad.
16
00:00:34,953 --> 00:00:36,052
By working in the field...
17
00:00:36,054 --> 00:00:37,086
Okay, so now we gotta get
18
00:00:37,088 --> 00:00:38,087
ice for the customers.
19
00:00:38,089 --> 00:00:39,622
Follow me.
20
00:00:39,624 --> 00:00:42,058
Sara discovers she
risks losing her best employees.
21
00:00:48,332 --> 00:00:50,499
And one employee's
outrageous behavior
22
00:00:50,501 --> 00:00:53,302
forces her to take the most drastic action
23
00:00:53,304 --> 00:00:55,371
in Undercover Boss history.
24
00:01:00,277 --> 00:01:02,478
This is really not good.
25
00:01:02,480 --> 00:01:04,080
I feel like I need to shut this down.
26
00:01:04,082 --> 00:01:06,683
This is my worst nightmare.
27
00:01:06,685 --> 00:01:08,218
Coming up next
on Undercover Boss.
28
00:01:08,220 --> 00:01:12,120
Undercover Boss 4x09 - Boston Market
Original air date February 1, 2013
29
00:01:12,122 --> 00:01:15,122
Sync and corrections by atrn97g
for www.addic7ed.com
30
00:01:15,185 --> 00:01:17,153
Based in Denver, Colorado,
31
00:01:17,155 --> 00:01:19,772
Boston Market offers
home-style comfort food
32
00:01:19,774 --> 00:01:23,526
at 470 locations across the country.
33
00:01:23,528 --> 00:01:24,593
Making sure this
34
00:01:24,595 --> 00:01:27,363
$1/2-billion-a-year brand stays alive
35
00:01:27,365 --> 00:01:29,165
in the face of tough competition
36
00:01:29,167 --> 00:01:30,933
is one woman.
37
00:01:30,935 --> 00:01:32,268
My name is Sara Bittorf,
38
00:01:32,270 --> 00:01:34,804
and I'm the Chief Brand Officer
at Boston Market.
39
00:01:34,806 --> 00:01:37,573
We need to make sure
that we're establishing new.
40
00:01:37,575 --> 00:01:39,508
It's our new product. It's tuscan chicken.
41
00:01:39,510 --> 00:01:41,243
As the Chief Brand Officer,
42
00:01:41,245 --> 00:01:42,578
my job is the Boston Market brand.
43
00:01:42,580 --> 00:01:44,146
It's the rotisserie chicken you love
44
00:01:44,148 --> 00:01:45,514
in a brand-new way.
45
00:01:45,516 --> 00:01:48,250
The brand is the sum
of all of the interactions
46
00:01:48,252 --> 00:01:50,219
that you have with Boston Market.
47
00:01:50,221 --> 00:01:51,988
It could be a television commercial.
48
00:01:51,990 --> 00:01:53,522
It could be the food that you eat.
49
00:01:53,524 --> 00:01:54,790
How many chickens are we testing today?
50
00:01:54,792 --> 00:01:55,825
We're testing six today.
51
00:01:55,827 --> 00:01:56,926
And the restaurant level employees
52
00:01:56,928 --> 00:01:59,195
are at the front line of the brand.
53
00:01:59,197 --> 00:02:01,330
If they're not delivering
our brand values,
54
00:02:01,332 --> 00:02:02,565
nothing that I can do
from a marketing perspective
55
00:02:02,567 --> 00:02:03,699
can change that.
56
00:02:03,701 --> 00:02:05,034
This is a winner.
57
00:02:05,036 --> 00:02:06,135
Winner, winner, chicken dinner.
58
00:02:08,206 --> 00:02:10,172
Boston Market was started in 1985
59
00:02:10,174 --> 00:02:12,141
by two entrepreneurial guys
60
00:02:12,143 --> 00:02:16,112
that had an idea and some
of their grandmother's recipes.
61
00:02:16,114 --> 00:02:17,947
It started as Boston Chicken.
62
00:02:17,949 --> 00:02:19,548
It was a great idea
63
00:02:19,550 --> 00:02:21,917
that took advantage of this trend of women
64
00:02:21,919 --> 00:02:24,353
going back into the workforce
and having to put
65
00:02:24,355 --> 00:02:25,554
a dinner on the table
66
00:02:25,556 --> 00:02:27,757
that they could be proud of.
67
00:02:27,759 --> 00:02:29,992
It took off, and it went
from 200 restaurants
68
00:02:29,994 --> 00:02:34,330
to 1,200 restaurants
in a matter of four years.
69
00:02:34,332 --> 00:02:37,233
And that growth was just too much
70
00:02:37,235 --> 00:02:38,401
for the company,
71
00:02:38,403 --> 00:02:41,937
which caused us to declare bankruptcy.
72
00:02:41,939 --> 00:02:43,806
We had to close some of our restaurants.
73
00:02:43,808 --> 00:02:45,074
We weren't quite as visible.
74
00:02:45,076 --> 00:02:48,277
And people wondered
where Boston Market had gone.
75
00:02:48,279 --> 00:02:49,678
It's been a rollercoaster ride.
76
00:02:49,680 --> 00:02:51,881
We're now at a very crucial time
77
00:02:51,883 --> 00:02:53,315
for the company.
78
00:02:53,317 --> 00:02:55,351
We are taking our beloved food,
79
00:02:55,353 --> 00:02:57,853
we're contemporizing it for the future,
80
00:02:57,855 --> 00:03:00,423
and we have to get it right.
81
00:03:02,225 --> 00:03:05,694
I was born in Warner Robins, Georgia.
82
00:03:05,696 --> 00:03:09,065
My parents got divorced
when I was eight years old.
83
00:03:09,067 --> 00:03:10,499
My sister and I lived with my mother,
84
00:03:10,501 --> 00:03:14,503
and she had to go to work to support us.
85
00:03:14,505 --> 00:03:18,307
You know, she was all alone,
taking care of two young girls.
86
00:03:18,309 --> 00:03:19,842
She was a hero.
87
00:03:19,844 --> 00:03:21,410
She sacrificed everything.
88
00:03:21,412 --> 00:03:22,578
She worked two jobs
89
00:03:22,580 --> 00:03:25,448
so that her daughters could be successful,
90
00:03:25,450 --> 00:03:28,617
they could pursue their dreams.
91
00:03:28,619 --> 00:03:33,189
And she never let us stop dreaming.
92
00:03:33,191 --> 00:03:36,759
Almost two years ago,
my mother died suddenly.
93
00:03:36,761 --> 00:03:39,095
She had kidney failure,
94
00:03:39,097 --> 00:03:43,532
and she died in the doctor's office.
95
00:03:43,534 --> 00:03:46,268
The goal is to continue
to try and make her proud.
96
00:03:46,270 --> 00:03:50,206
And that's what I try and do every day.
97
00:03:50,208 --> 00:03:52,575
I've only been at Boston Market
for seven months.
98
00:03:52,577 --> 00:03:53,642
Hi.
99
00:03:53,644 --> 00:03:55,344
Hi, Sara. Have a seat.
100
00:03:55,346 --> 00:03:56,912
Over the past four years,
101
00:03:56,914 --> 00:03:58,547
there's been a somewhat inconsistent
102
00:03:58,549 --> 00:04:00,149
marketing effort here,
103
00:04:00,151 --> 00:04:02,418
which is one of the reasons
why I've been brought in.
104
00:04:02,420 --> 00:04:04,019
I've spent so much time in the field,
105
00:04:04,021 --> 00:04:05,221
they're gonna recognize me right away.
106
00:04:05,223 --> 00:04:07,056
You have a great advantage.
107
00:04:07,058 --> 00:04:08,224
They're not gonna know who you are,
108
00:04:08,226 --> 00:04:09,992
and you're gonna get down to the issues
109
00:04:09,994 --> 00:04:12,194
- working alongside of them.
- Okay.
110
00:04:12,196 --> 00:04:13,662
And if you see anything
111
00:04:13,664 --> 00:04:15,197
that needs to be fixed right away,
112
00:04:15,199 --> 00:04:16,532
make sure we get it done.
113
00:04:16,534 --> 00:04:17,933
The CEO is putting a lot of faith in me
114
00:04:17,935 --> 00:04:19,768
for this assignment,
115
00:04:19,770 --> 00:04:21,337
and I have to get it right.
116
00:04:22,305 --> 00:04:23,906
So you're on chicken duty.
117
00:04:23,908 --> 00:04:25,141
- I'm gonna pick the chicken.
- Pick the chicken.
118
00:04:25,143 --> 00:04:27,243
I was married rather young,
119
00:04:27,245 --> 00:04:29,478
and I had my son, David.
120
00:04:29,480 --> 00:04:31,113
But that marriage didn't last.
121
00:04:31,115 --> 00:04:32,515
Chicken salad is just about done.
122
00:04:32,517 --> 00:04:33,449
Just needs to be mixed.
123
00:04:33,451 --> 00:04:34,650
And then I married my husband Bill
124
00:04:34,652 --> 00:04:36,318
12 years ago.
125
00:04:36,320 --> 00:04:38,254
Bill had two sons, Matthew and Drew,
126
00:04:38,256 --> 00:04:39,355
from a previous marriage,
127
00:04:39,357 --> 00:04:41,624
and so now we have a happy family of five.
128
00:04:41,626 --> 00:04:42,825
What are you most afraid of?
129
00:04:42,827 --> 00:04:45,427
I'm afraid of saying the wrong thing
130
00:04:45,429 --> 00:04:47,229
or not having a quick answer
for a question.
131
00:04:47,231 --> 00:04:49,598
Yeah, what high school did you go to?
132
00:04:49,600 --> 00:04:51,634
I... I went to... North Miami Beach...
133
00:04:51,636 --> 00:04:53,302
- Not quick enough!
- Senior High School.
134
00:04:53,304 --> 00:04:56,805
I would say Sara's way out
of her comfort zone right now.
135
00:04:56,807 --> 00:04:58,274
She doesn't really know what to expect
136
00:04:58,276 --> 00:05:01,076
and, uh, has had a few sleepless nights.
137
00:05:01,078 --> 00:05:03,512
This is the first step
of the brand-new you.
138
00:05:03,514 --> 00:05:04,747
It's cold.
139
00:05:04,749 --> 00:05:06,749
I'm going undercover
because I need to figure out
140
00:05:06,751 --> 00:05:08,284
how to take this brand further.
141
00:05:09,487 --> 00:05:10,586
Holy moly.
142
00:05:10,588 --> 00:05:13,522
I'm hoping to get a better feel
143
00:05:13,524 --> 00:05:16,258
for how our employees
are representing our brand...
144
00:05:16,260 --> 00:05:18,694
My husband's gonna freak out
when he sees this.
145
00:05:18,696 --> 00:05:22,364
And then learn how
the customer interaction happens
146
00:05:22,366 --> 00:05:24,533
so that I can influence
the customers as well.
147
00:05:24,535 --> 00:05:26,135
While undercover,
148
00:05:26,137 --> 00:05:28,437
I'll be posing as Rachel Rand,
a diner waitress
149
00:05:28,439 --> 00:05:33,209
who hopes to open her own restaurant.
150
00:05:33,211 --> 00:05:35,110
Throughout my undercover journey,
151
00:05:35,112 --> 00:05:36,645
the employees will be tricked
into thinking
152
00:05:36,647 --> 00:05:39,248
they are on a hosted reality show,
153
00:05:39,250 --> 00:05:40,749
where contestants compete
for the opportunity
154
00:05:40,751 --> 00:05:42,651
to open their own restaurant.
155
00:05:42,653 --> 00:05:44,453
They think they're going to give feedback
156
00:05:44,455 --> 00:05:46,355
on whether or not Rachel deserves to win.
157
00:05:46,357 --> 00:05:48,424
We are here in Duluth, Georgia, today.
158
00:05:48,426 --> 00:05:50,659
The woman pretending to be
the host of the fake show
159
00:05:50,661 --> 00:05:52,328
will keep asking questions
about whether Rachel
160
00:05:52,330 --> 00:05:54,096
deserves the money.
161
00:05:54,098 --> 00:05:55,965
So my employees will have no idea
162
00:05:55,967 --> 00:05:58,834
this is secretly Undercover Boss.
163
00:06:01,439 --> 00:06:02,438
Here I am.
164
00:06:02,440 --> 00:06:03,939
- I've never seen...
- Oh...
165
00:06:03,941 --> 00:06:05,908
Do you like me as a brunette?
166
00:06:05,910 --> 00:06:08,277
You look so different.
167
00:06:08,279 --> 00:06:09,545
This is a big responsibility.
168
00:06:09,547 --> 00:06:11,013
I'm new, but I'm joining at a great time,
169
00:06:11,015 --> 00:06:13,215
because we have had this success
over the last two years,
170
00:06:13,217 --> 00:06:14,750
so people are counting on me
171
00:06:14,752 --> 00:06:16,452
to continue the sales momentum
172
00:06:16,454 --> 00:06:17,419
that's been built up.
173
00:06:17,421 --> 00:06:20,389
- I love you.
- I love you.
174
00:06:21,559 --> 00:06:23,225
I'm nervous because the CEO is putting
175
00:06:23,227 --> 00:06:24,493
a lot of faith in me.
176
00:06:24,495 --> 00:06:26,228
- Bye.
- Bye.
177
00:06:26,230 --> 00:06:27,630
And if I screw this up,
178
00:06:27,632 --> 00:06:30,699
it's going to cost me my job.
179
00:06:36,873 --> 00:06:38,774
I'm in Duluth, Georgia, today to work
180
00:06:38,776 --> 00:06:40,643
as an hourly shift supervisor.
181
00:06:40,645 --> 00:06:42,811
Hello, welcome to Boston Market.
182
00:06:42,813 --> 00:06:44,546
Because our hourly shift supervisors
183
00:06:44,548 --> 00:06:46,315
are in a leadership role,
184
00:06:46,317 --> 00:06:48,217
they set the tone for all of the employees
185
00:06:48,219 --> 00:06:49,952
in the restaurant,
186
00:06:49,954 --> 00:06:51,387
so we want them to be energetic.
187
00:06:51,389 --> 00:06:52,955
We want them to have
a great, positive attitude,
188
00:06:52,957 --> 00:06:54,690
and we want them to be really focused
189
00:06:54,692 --> 00:06:57,092
on delivering warm and friendly service.
190
00:06:57,094 --> 00:06:58,894
- Regular or large?
- Large.
191
00:06:58,896 --> 00:07:00,029
- For here?
- Yes, please.
192
00:07:00,031 --> 00:07:01,196
All right.
193
00:07:01,198 --> 00:07:02,865
I've never really done these jobs before,
194
00:07:02,867 --> 00:07:03,732
so I'm a little nervous.
195
00:07:03,734 --> 00:07:05,634
Hello, welcome to Boston Market.
196
00:07:05,636 --> 00:07:07,002
Hi.
197
00:07:07,004 --> 00:07:09,038
My name's Rachel,
and I'm here to see Ronnie.
198
00:07:09,040 --> 00:07:10,739
- I'm Ronnie.
- Hi. Rachel.
199
00:07:10,741 --> 00:07:12,074
- It's nice to meet you.
- Nice to meet you.
200
00:07:12,076 --> 00:07:13,776
So we're gonna be working
together today, yeah?
201
00:07:13,778 --> 00:07:15,144
- Yes.
- On your competition.
202
00:07:15,146 --> 00:07:16,211
- Are you excited?
- Yeah.
203
00:07:16,213 --> 00:07:17,446
- Yeah?
- A little nervous, but excited.
204
00:07:17,448 --> 00:07:18,580
It's okay. Don't worry about it.
205
00:07:18,582 --> 00:07:19,581
You have a great teacher. That's me.
206
00:07:19,583 --> 00:07:20,616
Oh, good!
207
00:07:20,618 --> 00:07:21,950
Hello, welcome to Boston Market.
208
00:07:21,952 --> 00:07:24,219
This is how everything unfolds.
209
00:07:24,221 --> 00:07:25,554
Standard procedure
is to greet the customer
210
00:07:25,556 --> 00:07:26,655
as they walk in and say,
211
00:07:26,657 --> 00:07:28,090
"hello, welcome to Boston Market."
212
00:07:28,092 --> 00:07:29,458
You know, blah blah blah, whatever.
213
00:07:29,460 --> 00:07:31,860
'Cause we have to make
customers, you know,
214
00:07:31,862 --> 00:07:34,430
on a pedestal.
215
00:07:34,432 --> 00:07:35,798
We can go walk around the lobby,
216
00:07:35,800 --> 00:07:37,866
and we'll introduce you to Nil.
217
00:07:37,868 --> 00:07:39,134
This is the store's...
Hey, Rachel, how are you?
218
00:07:39,136 --> 00:07:40,269
- Hi.
- General Manager.
219
00:07:40,271 --> 00:07:41,904
- Oh, hi, Nil.
- welcome to our team.
220
00:07:41,906 --> 00:07:42,971
If you need anything, let me know.
221
00:07:42,973 --> 00:07:44,073
- Okay, thanks.
- Okay.
222
00:07:44,075 --> 00:07:45,741
This is the lobby. It does get busy.
223
00:07:45,743 --> 00:07:47,376
- Mm-hmm.
- But it's generally just people
224
00:07:47,378 --> 00:07:48,977
taking too long to eat.
225
00:07:48,979 --> 00:07:50,379
Okay.
226
00:07:50,381 --> 00:07:52,581
But, you know, you'll love me. It's okay.
227
00:07:54,517 --> 00:07:56,952
It's weird, so...
228
00:07:59,823 --> 00:08:02,057
My first impression of Ronnie is that
229
00:08:02,059 --> 00:08:04,760
some of his jokes are
on the inappropriate side,
230
00:08:04,762 --> 00:08:06,462
but... but he's... he's...
231
00:08:06,464 --> 00:08:08,430
he's really kind of fun, and he's funny.
232
00:08:08,432 --> 00:08:10,432
You should be asking customers, like,
233
00:08:10,434 --> 00:08:13,936
hey, would you like to sample
our loaded mashed potatoes?
234
00:08:23,980 --> 00:08:26,582
When putting pecan pie into the thing,
235
00:08:26,584 --> 00:08:28,283
it has to look like that at all times.
236
00:08:28,285 --> 00:08:31,120
Otherwise, we get in trouble
because Boston Market, again...
237
00:08:31,122 --> 00:08:33,288
ridiculous standards.
238
00:08:33,290 --> 00:08:34,623
Remember that.
239
00:08:34,625 --> 00:08:35,824
Ronnie kept referencing
240
00:08:35,826 --> 00:08:37,292
that, "this is the way we do it"
241
00:08:37,294 --> 00:08:39,027
"because corporate tells us to."
242
00:08:39,029 --> 00:08:41,897
Well, we don't make rules
just to make rules.
243
00:08:41,899 --> 00:08:43,832
So that concerns me a little.
244
00:08:43,834 --> 00:08:47,035
This is the sandwich station.
I hate making sandwiches.
245
00:08:47,037 --> 00:08:48,303
Customers always have something picky
246
00:08:48,305 --> 00:08:49,938
about a sandwich to do.
247
00:08:49,940 --> 00:08:51,273
So...
248
00:08:51,275 --> 00:08:52,841
My least favorite part is
249
00:08:52,843 --> 00:08:54,710
the customer always has to be right.
250
00:08:54,712 --> 00:08:56,111
I absolutely hate that.
251
00:08:56,113 --> 00:08:58,981
We have some mundane activities
that we need to get done.
252
00:08:58,983 --> 00:09:00,349
And I hate doing them,
253
00:09:00,351 --> 00:09:01,750
so I'm basically gonna make you do them.
254
00:09:01,752 --> 00:09:02,751
Oh, great.
255
00:09:02,753 --> 00:09:06,188
I am a little bit of a diva.
256
00:09:06,190 --> 00:09:08,290
Everyone always has something
to say about me.
257
00:09:08,292 --> 00:09:10,259
Someone is always hating
on me, even though I'm the best,
258
00:09:10,261 --> 00:09:13,695
and there's not really that much
to hate on me about.
259
00:09:15,433 --> 00:09:17,099
You need to take this inside.
260
00:09:17,101 --> 00:09:19,234
- What?
- Can you take this inside?
261
00:09:19,236 --> 00:09:21,670
- I'm gonna go smoke.
- Okay.
262
00:09:21,672 --> 00:09:22,905
- I'll be over there.
- That's what I'm here for.
263
00:09:27,011 --> 00:09:29,611
A little bit of Ronnie goes a long way.
264
00:09:31,382 --> 00:09:33,849
Gonna kill somebody.
265
00:09:33,851 --> 00:09:36,151
And so, in the beginning,
I was really amused by him.
266
00:09:36,153 --> 00:09:37,753
The jokes about Kim Kardashian...
267
00:09:37,755 --> 00:09:39,922
those were all kind of charming.
268
00:09:39,924 --> 00:09:43,325
Until they, you know, sort of
piled on top of each other.
269
00:09:43,327 --> 00:09:44,993
These are our new napkin dispensers.
270
00:09:44,995 --> 00:09:45,994
Customers will literally sit here
271
00:09:45,996 --> 00:09:47,729
and take about 500 napkins
272
00:09:47,731 --> 00:09:49,364
and then just throw them all on the floor.
273
00:09:49,366 --> 00:09:50,566
They didn't actually need them.
274
00:09:50,568 --> 00:09:53,068
Customers do not care what it's like.
275
00:09:53,070 --> 00:09:55,404
Like, you could be 10 hundred
customers over there,
276
00:09:55,406 --> 00:09:56,705
and they'll just come up to you
and be like,
277
00:09:56,707 --> 00:09:59,074
"um, the raspberry lemonade's out."
278
00:10:01,177 --> 00:10:03,512
He started saying really negative things
279
00:10:03,514 --> 00:10:04,513
about customers,
280
00:10:04,515 --> 00:10:06,882
which sends up an immediate red flag.
281
00:10:10,019 --> 00:10:11,620
Because none of them know what they want,
282
00:10:11,622 --> 00:10:13,856
and they're, like, literally can't talk.
283
00:10:13,858 --> 00:10:16,425
So you just kind of have to deal with it.
284
00:10:16,427 --> 00:10:17,960
Our guests are our bread and butter.
285
00:10:17,962 --> 00:10:19,261
They pay our checks.
286
00:10:19,263 --> 00:10:21,196
They keep our businesses open.
287
00:10:21,198 --> 00:10:22,498
They pay his paycheck.
288
00:10:22,500 --> 00:10:24,266
They're just gonna be here,
289
00:10:24,268 --> 00:10:25,801
dealing with their children,
290
00:10:25,803 --> 00:10:27,769
and we just have to wait.
291
00:10:31,709 --> 00:10:33,008
At Boston Market, one of the things
292
00:10:33,010 --> 00:10:35,077
that we serve the most are family meals.
293
00:10:35,079 --> 00:10:38,213
And families include kids,
and they include older people.
294
00:10:38,215 --> 00:10:42,751
We can't have him disparaging
our guests like that.
295
00:10:42,753 --> 00:10:46,722
So what... what, like,
drove you to do this TV show?
296
00:10:46,724 --> 00:10:48,390
It was kind of a fluke.
297
00:10:48,392 --> 00:10:50,592
I mean, they came into the diner,
298
00:10:50,594 --> 00:10:51,860
and, you know, they just said, you know,
299
00:10:51,862 --> 00:10:54,329
anybody interested in,
you know, talking to us?
300
00:10:54,331 --> 00:10:55,631
And so I did.
301
00:10:55,633 --> 00:10:57,833
How come you got a job at Boston Market?
302
00:10:57,835 --> 00:11:00,035
Oh, that one's kind of greasy.
303
00:11:00,037 --> 00:11:02,137
- It'll be okay.
- It's fine?
304
00:11:05,341 --> 00:11:07,676
I fell in love with the people
of Boston Market,
305
00:11:07,678 --> 00:11:09,511
not the customers or the corporation.
306
00:11:09,513 --> 00:11:10,846
You just really don't like customers.
307
00:11:10,848 --> 00:11:13,015
God, I just... customers are such, like,
308
00:11:13,017 --> 00:11:14,850
little bitches, and, like, all the time,
309
00:11:14,852 --> 00:11:16,518
just all about, like,
pleasing the customer, like...
310
00:11:16,520 --> 00:11:17,920
Yeah.
311
00:11:17,922 --> 00:11:19,321
Well, that's the business
that we're in, right?
312
00:11:19,323 --> 00:11:20,522
Yeah. It's not fair.
313
00:11:20,524 --> 00:11:22,124
We're doing awesome, by the way.
314
00:11:25,295 --> 00:11:26,261
Oh, that's okay.
315
00:11:26,263 --> 00:11:27,930
- Are you sure?
- I'm not hungry.
316
00:11:27,932 --> 00:11:29,631
I'm getting progressively more upset
317
00:11:29,633 --> 00:11:31,466
as he continues to talk.
318
00:11:31,468 --> 00:11:33,068
- I have a question.
- Yes.
319
00:11:35,838 --> 00:11:37,906
How much? Okay.
320
00:11:37,908 --> 00:11:41,109
I'm gonna tell you, like,
75% of it is true.
321
00:11:41,111 --> 00:11:42,578
They'll throw a hissy fit,
and I'm just like,
322
00:11:42,580 --> 00:11:43,845
bitch, no.
323
00:11:43,847 --> 00:11:45,380
You c... you don't have
the right to do that.
324
00:11:45,382 --> 00:11:46,515
You can't do that.
325
00:11:46,517 --> 00:11:48,216
We depend on our management
326
00:11:48,218 --> 00:11:50,018
to put forth the best product
327
00:11:50,020 --> 00:11:51,453
and experience that we can,
328
00:11:51,455 --> 00:11:54,790
so I was dismayed to hear that.
329
00:11:54,792 --> 00:11:58,493
It's unacceptable to our brand.
330
00:12:12,942 --> 00:12:15,010
Wow.
331
00:12:15,012 --> 00:12:16,378
It's all good.
332
00:12:16,380 --> 00:12:17,579
My job's on the line.
333
00:12:17,581 --> 00:12:19,448
Here I am, I'm a representative
334
00:12:19,450 --> 00:12:20,949
of this brand...
335
00:12:20,951 --> 00:12:22,384
And this is what happens?
336
00:12:22,386 --> 00:12:23,619
You know, it's not...
337
00:12:23,621 --> 00:12:25,187
it can't happen on my watch.
338
00:12:25,189 --> 00:12:27,255
It just can't.
339
00:12:27,257 --> 00:12:28,590
Um, you know what?
340
00:12:30,693 --> 00:12:32,060
- Go ahead.
- Okay, thanks.
341
00:12:32,062 --> 00:12:33,695
Yeah, just go ahead.
342
00:12:33,697 --> 00:12:35,797
Hello, welcome to Boston Market.
343
00:12:40,504 --> 00:12:43,905
I feel like I need to shut this down.
344
00:12:43,907 --> 00:12:45,007
This is ridiculous.
345
00:12:45,009 --> 00:12:47,609
Not acceptable at all.
346
00:12:47,611 --> 00:12:49,578
This is really not good.
347
00:12:49,580 --> 00:12:51,813
This is... this is...
348
00:12:51,815 --> 00:12:53,882
this is my worst nightmare.
349
00:13:06,880 --> 00:13:08,980
This is, like, my worst nightmare.
350
00:13:08,982 --> 00:13:10,448
I can't have someone who just told me
351
00:13:10,450 --> 00:13:13,251
that they hate customers
more than anything
352
00:13:13,253 --> 00:13:15,253
in the world serving our guests.
353
00:13:15,255 --> 00:13:17,222
I mean, that's the complete antithesis
354
00:13:17,224 --> 00:13:18,423
of what we stand for.
355
00:13:18,425 --> 00:13:19,924
I can't stand by
356
00:13:19,926 --> 00:13:23,294
and... and let this happen
for one minute longer.
357
00:13:23,296 --> 00:13:25,130
Ronnie, can I talk to you outside?
358
00:13:25,132 --> 00:13:27,532
Yeah, sure.
359
00:13:27,534 --> 00:13:29,234
Everything all right?
360
00:13:29,236 --> 00:13:31,136
- Um, not really.
- Why?
361
00:13:31,138 --> 00:13:33,438
Um...
362
00:13:33,440 --> 00:13:35,540
So, Ronnie, I wanted
to reintroduce myself to you.
363
00:13:35,542 --> 00:13:36,641
I'm not actually Rachel.
364
00:13:36,643 --> 00:13:38,810
- Who are you?
- My name is Sara Bittorf,
365
00:13:38,812 --> 00:13:41,112
and I am the Chief Brand Officer
of Boston Market.
366
00:13:41,114 --> 00:13:42,280
No!
367
00:13:42,282 --> 00:13:43,681
And you're on Undercover Boss.
368
00:13:43,683 --> 00:13:47,218
Oh, my God.
369
00:13:47,220 --> 00:13:49,754
Oh.
370
00:13:49,756 --> 00:13:51,589
So there is no restaurant
competition show?
371
00:13:51,591 --> 00:13:53,558
There is no restaurant competition show.
372
00:13:53,560 --> 00:13:55,260
- Oh, my God, really?
- Yes.
373
00:13:55,262 --> 00:13:56,327
You got me.
374
00:13:56,329 --> 00:13:57,629
- I did get you.
- Ooh.
375
00:13:57,631 --> 00:13:58,963
I got you saying a bunch of things
376
00:13:58,965 --> 00:14:00,265
about our customers...
377
00:14:00,267 --> 00:14:01,666
- I did.
- That are really not very nice.
378
00:14:01,668 --> 00:14:02,801
Ohh.
379
00:14:02,803 --> 00:14:05,103
I'm angry, and I'm heartbroken,
380
00:14:05,105 --> 00:14:06,304
and I'm disappointed.
381
00:14:06,306 --> 00:14:08,006
One of our values is "love to serve."
382
00:14:08,008 --> 00:14:09,340
Yes.
383
00:14:09,342 --> 00:14:11,042
And you don't seem like you love to serve.
384
00:14:11,044 --> 00:14:13,144
Without the guests in there,
385
00:14:13,146 --> 00:14:14,479
- we don't have a business.
- Yeah.
386
00:14:14,481 --> 00:14:16,147
And you don't have a paycheck,
and neither do I.
387
00:14:16,149 --> 00:14:20,118
So I don't know
if this is the business for you.
388
00:14:20,120 --> 00:14:23,121
Oh, my God.
389
00:14:23,123 --> 00:14:24,556
Um, what I'm gonna do is
390
00:14:24,558 --> 00:14:26,324
I'm gonna send you home for the day.
391
00:14:26,326 --> 00:14:28,726
You might want to think
about whether this is really
392
00:14:28,728 --> 00:14:30,395
the right job choice for you.
393
00:14:30,397 --> 00:14:32,497
- And, um...
- I do enjoy my job.
394
00:14:32,499 --> 00:14:33,932
It's just, Boston Market me
395
00:14:33,934 --> 00:14:36,067
and, like, real Ronnie, who is...
396
00:14:36,069 --> 00:14:37,936
is left usually outside of Boston Market,
397
00:14:37,938 --> 00:14:39,537
are two very different people.
398
00:14:39,539 --> 00:14:40,772
Well, you... you should've bought...
399
00:14:40,774 --> 00:14:42,073
brought Boston Market me to work today.
400
00:14:42,075 --> 00:14:43,308
I should've.
401
00:14:43,310 --> 00:14:44,742
Because you're a professional, you know.
402
00:14:44,744 --> 00:14:46,411
- I know.
- And this is a job.
403
00:14:46,413 --> 00:14:47,645
Your employer is Boston Market.
404
00:14:47,647 --> 00:14:48,746
You're a representative of that.
405
00:14:48,748 --> 00:14:49,814
And I should've respected them.
406
00:14:49,816 --> 00:14:50,915
You should've respected them.
407
00:14:50,917 --> 00:14:52,717
So Nil... does Nil know?
408
00:14:52,719 --> 00:14:53,952
I'm gonna talk to him.
409
00:14:53,954 --> 00:14:55,086
So...
410
00:14:55,088 --> 00:14:56,154
So go home,
411
00:14:56,156 --> 00:14:58,456
and Nil will follow up with you.
412
00:14:58,458 --> 00:15:01,626
So that's it? That... that's all?
413
00:15:04,997 --> 00:15:06,464
Like, I would tell them
my attitude would change,
414
00:15:06,466 --> 00:15:08,399
but, like...
415
00:15:08,401 --> 00:15:09,534
I don't know.
416
00:15:09,536 --> 00:15:11,903
I didn't think it was that terrible.
417
00:15:11,905 --> 00:15:14,339
It's not wrong of me to hate people.
418
00:15:14,341 --> 00:15:16,274
I'm not trying to justify,
like, how mean I was
419
00:15:16,276 --> 00:15:18,610
to a customer, like, behind their back.
420
00:15:18,612 --> 00:15:19,744
Like, they don't know I'm saying it,
421
00:15:19,746 --> 00:15:21,079
so it's not really that big a deal.
422
00:15:21,081 --> 00:15:23,047
But now, like, you know,
423
00:15:23,049 --> 00:15:24,749
the giant lady of Boston Market
424
00:15:24,751 --> 00:15:25,850
knows what was going on.
425
00:15:25,852 --> 00:15:29,020
That's just not fair.
426
00:15:39,032 --> 00:15:40,598
Ronnie's behavior is not acceptable
427
00:15:40,600 --> 00:15:41,766
in any circumstance.
428
00:15:41,768 --> 00:15:43,768
Nil, let's go outside for a second.
429
00:15:43,770 --> 00:15:45,303
Let's go.
430
00:15:45,305 --> 00:15:46,804
As Chief Brand Officer of Boston Market,
431
00:15:46,806 --> 00:15:50,275
I cannot let that behavior exist, ever.
432
00:15:50,277 --> 00:15:53,178
So I need to take decisive action.
433
00:15:53,180 --> 00:15:55,780
Nil, um, I'm not actually Rachel.
434
00:15:55,782 --> 00:15:57,048
My name is Sara Bittorf.
435
00:15:57,050 --> 00:15:59,050
I'm the Chief Brand Officer
of Boston Market.
436
00:15:59,052 --> 00:16:01,486
All right. How did we do?
437
00:16:01,488 --> 00:16:03,221
Well, your store looks great.
438
00:16:03,223 --> 00:16:04,989
- Okay.
- Your food looks wonderful.
439
00:16:04,991 --> 00:16:06,090
Okay.
440
00:16:06,092 --> 00:16:07,725
But we have a little problem with Ronnie.
441
00:16:07,727 --> 00:16:09,694
Oh.
442
00:16:09,696 --> 00:16:11,296
He has been saying some things to me
443
00:16:11,298 --> 00:16:15,400
that are really not
appropriate for somebody
444
00:16:15,402 --> 00:16:16,434
who serves customers.
445
00:16:16,436 --> 00:16:17,468
Okay.
446
00:16:17,470 --> 00:16:20,004
He... he said that
customers are difficult.
447
00:16:20,006 --> 00:16:21,873
- Mm-hmm.
- And it's not fair
448
00:16:21,875 --> 00:16:24,275
and they don't deserve the things
449
00:16:24,277 --> 00:16:26,244
- that they're asking for.
- Whoa.
450
00:16:26,246 --> 00:16:27,512
And he doesn't want to give it to them,
451
00:16:27,514 --> 00:16:29,080
but he does because
Boston corporate, you know,
452
00:16:29,082 --> 00:16:30,682
- tells him to.
- Mm-hmm.
453
00:16:30,684 --> 00:16:32,350
He actually called himself a robot.
454
00:16:32,352 --> 00:16:33,685
- Wow.
- You know, he...
455
00:16:33,687 --> 00:16:35,753
he said a few things,
several times, actually,
456
00:16:35,755 --> 00:16:36,788
about hating customers.
457
00:16:36,790 --> 00:16:37,855
He what?
458
00:16:37,857 --> 00:16:40,191
He actually used the words,
459
00:16:40,193 --> 00:16:41,859
- "I hate our customers."
- I'm surprised.
460
00:16:41,861 --> 00:16:43,428
- Oh, no, no, no.
- I'm sure you understand.
461
00:16:43,430 --> 00:16:45,129
We can't have that.
We can't have that, no.
462
00:16:45,131 --> 00:16:48,299
So we're gonna need
to terminate his employment.
463
00:16:48,301 --> 00:16:49,467
Wow.
464
00:16:49,469 --> 00:16:51,169
It makes me... you know,
it really upsets me.
465
00:16:51,171 --> 00:16:52,537
Yep, upsets me too.
466
00:16:52,539 --> 00:16:53,471
Upsets me too.
467
00:16:53,473 --> 00:16:54,872
We got to do what we got to do.
468
00:16:54,874 --> 00:16:56,841
Okay.
469
00:16:58,544 --> 00:17:01,412
I hate to see him go, but, you know...
470
00:17:01,414 --> 00:17:03,414
Well, it'll be a good lesson for him
471
00:17:03,416 --> 00:17:04,449
for his future life.
472
00:17:04,451 --> 00:17:07,685
- I hope so.
- Yep, I hope so, yeah.
473
00:17:14,493 --> 00:17:18,096
Our CEO asked me to go
on this undercover assignment
474
00:17:18,098 --> 00:17:22,333
to find the good and the bad.
475
00:17:22,335 --> 00:17:24,702
You know, I knew that I was liable to find
476
00:17:24,704 --> 00:17:27,839
some things that needed to be fixed.
477
00:17:27,841 --> 00:17:30,808
But this never entered my head.
478
00:17:30,810 --> 00:17:32,910
Oh, I'm exhausted.
479
00:17:32,912 --> 00:17:35,580
There's no way that Ronnie
can stay at Boston Market
480
00:17:35,582 --> 00:17:38,016
after what he did.
481
00:17:38,018 --> 00:17:39,584
I really hope I don't have to have
482
00:17:39,586 --> 00:17:41,653
another day like today.
483
00:17:41,655 --> 00:17:43,454
I lost a little bit of my faith today,
484
00:17:43,456 --> 00:17:46,491
and now I'm more afraid than I had been
485
00:17:46,493 --> 00:17:49,861
of what I might find
in the other restaurants.
486
00:17:58,203 --> 00:17:59,904
Today I'm in Tampa, Florida,
487
00:17:59,906 --> 00:18:02,674
and I'm gonna be working
as an Assistant General Manager.
488
00:18:02,676 --> 00:18:04,709
Here we are. You're welcome.
Have a great day.
489
00:18:04,711 --> 00:18:07,812
The restaurant I'll be working in today is
490
00:18:07,814 --> 00:18:09,147
a relatively new store
491
00:18:09,149 --> 00:18:12,150
but one that is not
one of our top performers.
492
00:18:12,152 --> 00:18:13,785
After working with Ronnie,
493
00:18:13,787 --> 00:18:16,888
I'm curious to see if there's
an employee attitude problem
494
00:18:16,890 --> 00:18:19,657
that's bigger than just one restaurant.
495
00:18:19,659 --> 00:18:22,260
- How's it going?
- Hi. I'm Rachel.
496
00:18:22,262 --> 00:18:23,261
- Nice to meet you.
- I'm here to see Sash.
497
00:18:23,263 --> 00:18:24,729
- I'm Sash.
- Hi, Sash.
498
00:18:24,731 --> 00:18:25,863
Nice to meet you. How's it going?
499
00:18:25,865 --> 00:18:26,831
Good, good.
500
00:18:26,833 --> 00:18:28,132
All right, come on back.
501
00:18:28,134 --> 00:18:29,233
Thank you.
502
00:18:29,235 --> 00:18:30,802
Have you ever been to a Boston Market?
503
00:18:30,804 --> 00:18:33,371
Yeah, I've been to it a couple times.
504
00:18:33,373 --> 00:18:34,706
- I'm Rachel.
- Olivia.
505
00:18:34,708 --> 00:18:36,207
I'm gonna show you
how to cut a chicken today,
506
00:18:36,209 --> 00:18:38,176
so that's pretty awesome.
That's kind of scary.
507
00:18:38,178 --> 00:18:42,080
Oh, you're gonna be fine.
You're gonna be fine.
508
00:18:42,082 --> 00:18:44,649
So I have to pull a spit out
to teach you how to cut it.
509
00:18:44,651 --> 00:18:46,217
Tongs.
510
00:18:46,219 --> 00:18:47,719
Arm extender.
511
00:18:47,721 --> 00:18:49,654
Kind of just sits like this,
512
00:18:49,656 --> 00:18:51,489
so you'll put pressure on your arm
513
00:18:51,491 --> 00:18:53,591
so you can pick it up. Grab it.
514
00:18:53,593 --> 00:18:56,027
Hook it on this side,
515
00:18:56,029 --> 00:18:57,395
if you can see that.
516
00:18:57,397 --> 00:18:58,563
Yeah, okay.
517
00:18:58,565 --> 00:19:00,498
And then you push in
and unhook it like that.
518
00:19:00,500 --> 00:19:01,833
Comes right off.
519
00:19:01,835 --> 00:19:04,068
Now, you don't want to tear
that chicken at all.
520
00:19:04,070 --> 00:19:07,038
So you just kind of want to do a...
521
00:19:07,040 --> 00:19:08,973
Wow.
522
00:19:08,975 --> 00:19:10,641
It comes right off. Voila.
523
00:19:10,643 --> 00:19:12,543
Oh, yeah, you make it look easy.
524
00:19:12,545 --> 00:19:13,745
You've had chicken before, right?
525
00:19:13,747 --> 00:19:15,646
- Yes.
- All right.
526
00:19:15,648 --> 00:19:17,582
You want to do a slice here,
527
00:19:17,584 --> 00:19:18,850
so you keep the skin,
528
00:19:18,852 --> 00:19:21,152
and then you want to cut really hard
529
00:19:21,154 --> 00:19:22,987
through that breastplate.
530
00:19:22,989 --> 00:19:24,756
None of the customers want to have a spine
531
00:19:24,758 --> 00:19:27,325
when they're eating,
so you just cut it out.
532
00:19:27,327 --> 00:19:28,459
I'm a little nervous
533
00:19:28,461 --> 00:19:30,628
about Manning the carving station
534
00:19:30,630 --> 00:19:32,463
because I've never done it before.
535
00:19:32,465 --> 00:19:33,664
There you go.
536
00:19:33,666 --> 00:19:35,700
Oh, so I actually have
to take it out of here?
537
00:19:35,702 --> 00:19:37,568
Oh, my God.
538
00:19:39,638 --> 00:19:42,440
See how it's separated?
Now grab it firmly.
539
00:19:42,442 --> 00:19:45,143
Lift it up to get it
in the hole right there.
540
00:19:45,145 --> 00:19:46,444
- Oh!
- There we go.
541
00:19:46,446 --> 00:19:48,146
Now pull it out.
542
00:19:50,283 --> 00:19:53,251
See, you kind of hit it right there.
543
00:19:53,253 --> 00:19:56,020
Harder.
544
00:19:56,022 --> 00:19:57,722
Oh, man. This one's stubborn.
545
00:19:57,724 --> 00:20:01,526
When you hit it, move this.
546
00:20:01,528 --> 00:20:03,428
- Oh.
- Like, out.
547
00:20:03,430 --> 00:20:05,530
And then...
548
00:20:06,533 --> 00:20:07,932
All right, there we go.
549
00:20:07,934 --> 00:20:09,700
It's okay. Some of them got mangled,
550
00:20:09,702 --> 00:20:11,035
but you'll be fine.
551
00:20:11,037 --> 00:20:12,336
Cut this one up. She's holding.
552
00:20:17,076 --> 00:20:18,209
I, like...
553
00:20:18,211 --> 00:20:20,278
yep, sometimes it's hard to find.
554
00:20:21,313 --> 00:20:23,114
Okay, 71ยข is your change.
555
00:20:23,116 --> 00:20:24,816
What do you need?
556
00:20:24,818 --> 00:20:26,584
A half chicken?
557
00:20:26,586 --> 00:20:27,652
Oh, man.
558
00:20:27,654 --> 00:20:29,821
Carving is a lot of pressure
559
00:20:29,823 --> 00:20:30,822
because you're serving people
560
00:20:30,824 --> 00:20:33,491
as well as providing production.
561
00:20:33,493 --> 00:20:35,092
She needs 1/4 white.
562
00:20:35,094 --> 00:20:36,828
Keep it going. Keep it going.
563
00:20:36,830 --> 00:20:38,029
- This feels like it's...
- Hey.
564
00:20:38,031 --> 00:20:40,698
Taking an eternity.
565
00:20:40,700 --> 00:20:43,234
Rachel's skills with a knife, uh...
566
00:20:43,236 --> 00:20:45,102
It's awkward. The chicken's already dead.
567
00:20:45,104 --> 00:20:46,938
You're really not gonna do anything to it
568
00:20:46,940 --> 00:20:48,406
that isn't really already done.
569
00:20:48,408 --> 00:20:52,543
Wow, this is very stubborn.
570
00:20:52,545 --> 00:20:53,845
I destroyed that bird.
571
00:20:55,148 --> 00:20:56,380
- No, no, no, you don't wanna...
- Oh, my God, aah!
572
00:20:56,382 --> 00:20:57,582
You're all right. You're all right.
573
00:20:57,584 --> 00:20:59,150
Okay, that one just disintegrated.
574
00:20:59,152 --> 00:21:00,418
We're gonna put that on the side.
575
00:21:00,420 --> 00:21:02,286
Yeah, let me see the tongs.
576
00:21:02,288 --> 00:21:04,555
Sometimes when they're
really hot like this,
577
00:21:04,557 --> 00:21:09,627
they just take a little finesse.
578
00:21:09,629 --> 00:21:10,695
It's like cutting butter.
579
00:21:10,697 --> 00:21:12,096
Even if that skin moves a little bit,
580
00:21:12,098 --> 00:21:13,231
you're okay.
581
00:21:13,233 --> 00:21:14,932
As long as all the pieces are there,
582
00:21:14,934 --> 00:21:16,200
he's gonna be just fine.
583
00:21:16,202 --> 00:21:17,335
Half chicken up.
584
00:21:17,337 --> 00:21:19,003
There you go. Have a nice day.
585
00:21:19,005 --> 00:21:20,238
Did you want to grab a drink with me?
586
00:21:20,240 --> 00:21:21,672
- 'Cause I'm dying.
- Sure.
587
00:21:22,876 --> 00:21:24,075
God, I'm not used to this.
588
00:21:36,455 --> 00:21:38,589
That's really not our policy.
589
00:21:38,591 --> 00:21:41,392
In fact, we installed some software
590
00:21:41,394 --> 00:21:44,662
to remind managers when breaks are due,
591
00:21:44,664 --> 00:21:47,198
because we want people
to get off their feet.
592
00:21:47,200 --> 00:21:49,166
So I want to investigate that
a little more.
593
00:21:49,168 --> 00:21:50,868
So tell me about this competition.
594
00:21:50,870 --> 00:21:51,936
Are you nervous?
595
00:21:51,938 --> 00:21:53,938
The whole thing is very nerve-wracking,
596
00:21:53,940 --> 00:21:56,140
the cameras and everything.
597
00:21:56,142 --> 00:21:59,310
Well, if this was your restaurant,
598
00:21:59,312 --> 00:22:00,678
what would you do?
599
00:22:00,680 --> 00:22:02,246
Like I said from the very beginning,
600
00:22:02,248 --> 00:22:04,849
it just goes all the way back to staff.
601
00:22:04,851 --> 00:22:06,684
The people who staff my store
is like my family.
602
00:22:06,686 --> 00:22:08,920
I just really wish there was a way
603
00:22:08,922 --> 00:22:10,922
that I could take care of them
a little bit better.
604
00:22:10,924 --> 00:22:11,956
You know?
605
00:22:11,958 --> 00:22:13,391
I also have a second job.
606
00:22:13,393 --> 00:22:15,159
I work at Toys "R" Us.
607
00:22:15,161 --> 00:22:17,161
And then I want to be a nurse.
608
00:22:17,163 --> 00:22:18,729
I'm still working on getting that degree.
609
00:22:18,731 --> 00:22:20,765
So, you know, working two jobs
610
00:22:20,767 --> 00:22:22,400
and trying to go to school,
611
00:22:22,402 --> 00:22:24,235
you know, you have to have
a really good support group.
612
00:22:24,237 --> 00:22:26,504
And that's what they are
and if this was my store,
613
00:22:26,506 --> 00:22:28,472
I would make sure that
they get breaks, you know?
614
00:22:28,474 --> 00:22:30,341
I'd make sure that they get a meal a day.
615
00:22:30,343 --> 00:22:34,345
That's something that I would
definitely change.
616
00:22:34,347 --> 00:22:36,314
- But...
- Hmm.
617
00:22:36,316 --> 00:22:38,849
It's frustrating to find out
that some of our employees
618
00:22:38,851 --> 00:22:40,251
are... are not happy,
619
00:22:40,253 --> 00:22:42,086
but it is very satisfying to see
620
00:22:42,088 --> 00:22:46,691
that Sash is so passionate
about doing a good job.
621
00:22:46,693 --> 00:22:49,026
We need to keep our employees like that.
622
00:22:49,028 --> 00:22:50,328
So I'm gonna have to look into
623
00:22:50,330 --> 00:22:52,330
how we can do a better job there.
624
00:22:52,332 --> 00:22:54,732
I'm definitely not gonna eat
the rest of this...
625
00:22:54,734 --> 00:22:55,967
- Okay.
- 'Cause I can't fit it in.
626
00:22:55,969 --> 00:22:57,902
But if you want to go
over to the carver station,
627
00:22:57,904 --> 00:22:59,036
we're probably gonna get
a couple more people,
628
00:22:59,038 --> 00:23:00,504
so we can start cutting up some chicken.
629
00:23:00,506 --> 00:23:02,773
- Okay.
- All right?
630
00:23:05,243 --> 00:23:07,211
Coming up, the boss delivers
631
00:23:07,213 --> 00:23:08,980
a drive-thru disaster.
632
00:23:08,982 --> 00:23:10,147
White chicken salad.
633
00:23:10,149 --> 00:23:11,549
Does he mean a salad or a sandwich?
634
00:23:11,551 --> 00:23:13,084
Add a little honey habanero to it.
635
00:23:13,086 --> 00:23:14,352
And later,
636
00:23:14,354 --> 00:23:16,354
she must fight to keep
637
00:23:16,356 --> 00:23:17,822
one of her best employees.
638
00:23:17,824 --> 00:23:19,924
Do you have opportunity
with Boston Market?
639
00:23:19,926 --> 00:23:22,193
The position I'm in,
it's gonna be a long time.
640
00:23:22,195 --> 00:23:23,761
Does that mean you're gonna
have to go somewhere else?
641
00:23:23,763 --> 00:23:25,329
That's exactly what that means.
642
00:23:33,316 --> 00:23:34,750
Sara Bittorf,
643
00:23:34,752 --> 00:23:37,252
the Chief Brand Officer of Boston Market,
644
00:23:37,254 --> 00:23:40,989
is a boss undercover in her own company.
645
00:23:40,991 --> 00:23:43,725
Customers are such, like, little bitches.
646
00:23:43,727 --> 00:23:44,927
So far, on her journey,
647
00:23:44,929 --> 00:23:46,495
she's made some shocking discoveries.
648
00:23:50,567 --> 00:23:52,000
Wow.
649
00:23:52,002 --> 00:23:54,503
I cannot let that behavior exist, ever.
650
00:23:54,505 --> 00:23:56,772
Normally, Al don't ever get a break.
651
00:23:56,774 --> 00:23:58,907
I mean, aren't you supposed
to get a break?
652
00:23:58,909 --> 00:24:00,742
Actually, no.
653
00:24:00,744 --> 00:24:02,144
Her journey continues
654
00:24:02,146 --> 00:24:03,679
in Fort Lauderdale.
655
00:24:09,987 --> 00:24:12,020
Today I'm in Fort Lauderdale, Florida,
656
00:24:12,022 --> 00:24:15,190
and I'll be working in the drive-thru.
657
00:24:15,192 --> 00:24:16,625
The drive-thru is a significant part
658
00:24:16,627 --> 00:24:17,659
of our business.
659
00:24:17,661 --> 00:24:19,027
I'm hoping to see people
660
00:24:19,029 --> 00:24:20,896
who are really trying to get
our drive-thru customers
661
00:24:20,898 --> 00:24:24,132
in and out quickly
with full, complete orders.
662
00:24:24,134 --> 00:24:25,133
Hi, I'm Rachel.
663
00:24:25,135 --> 00:24:26,301
I'm here to see A.J.
664
00:24:26,303 --> 00:24:28,270
Hello, how you doing? I'm A.J.
665
00:24:28,272 --> 00:24:29,371
- Hi.
- Come on over.
666
00:24:29,373 --> 00:24:31,039
Let me show you around.
667
00:24:31,041 --> 00:24:33,242
So this is the drive-thru.
This is where I...
668
00:24:33,244 --> 00:24:36,211
Yeah, spend the majority of my time here.
669
00:24:36,213 --> 00:24:37,879
See, Miss Charmaine, the G.M.,
670
00:24:37,881 --> 00:24:39,615
she's not here today. She's on vacation.
671
00:24:39,617 --> 00:24:41,950
She always focuses on the time.
672
00:24:41,952 --> 00:24:43,585
See the thing that says we have
to be done in 60 seconds?
673
00:24:43,587 --> 00:24:44,953
Well, how do... oh, I... oh, I see.
674
00:24:44,955 --> 00:24:46,054
- It's flashing.
- Yeah. That's the time.
675
00:24:46,056 --> 00:24:47,689
When it's green, it's good.
676
00:24:47,691 --> 00:24:48,924
- Red is...
- Oh, okay.
677
00:24:48,926 --> 00:24:50,292
You're doing bad.
678
00:24:50,294 --> 00:24:51,360
So it's a lot of pressure.
679
00:24:51,362 --> 00:24:52,828
I only been here for three months now,
680
00:24:52,830 --> 00:24:54,563
and I do it, like, no problem.
681
00:24:54,565 --> 00:24:55,897
We always have to smile.
682
00:24:55,899 --> 00:24:57,132
We always have to welcome
our customers back,
683
00:24:57,134 --> 00:24:58,533
make them feel warm and welcome,
684
00:24:58,535 --> 00:25:00,369
like, "hey, how you doing?
Welcome to Boston Market."
685
00:25:00,371 --> 00:25:01,670
"My name is such-and-such."
686
00:25:01,672 --> 00:25:02,871
And make 'em feel welcome.
687
00:25:02,873 --> 00:25:04,239
Today I'm nervous
about doing the drive-thru
688
00:25:04,241 --> 00:25:06,775
because it's really critical
that you be fast.
689
00:25:06,777 --> 00:25:08,243
Clearly, it's a skill
690
00:25:08,245 --> 00:25:09,978
that I haven't practiced
in many, many years,
691
00:25:09,980 --> 00:25:13,615
since I worked in fast food.
692
00:25:14,885 --> 00:25:16,218
Hello, welcome to Boston Market.
693
00:25:16,220 --> 00:25:18,520
My name is A.J., store 230.
How can I help you today?
694
00:25:18,522 --> 00:25:22,124
1/4 chicken sliced and mashed potatoes.
695
00:25:22,126 --> 00:25:23,492
Will that be all today for you, ma'am?
696
00:25:23,494 --> 00:25:24,893
- Yes, thank you.
- All righty.
697
00:25:24,895 --> 00:25:25,961
Drive around for your total.
698
00:25:25,963 --> 00:25:27,095
All righty.
699
00:25:27,097 --> 00:25:29,298
Here you go, ma'am. Have a great day.
700
00:25:29,300 --> 00:25:30,832
Come again.
701
00:25:30,834 --> 00:25:32,768
The next car, I'm gonna let...
702
00:25:32,770 --> 00:25:33,669
I'm gonna let you do it.
703
00:25:33,671 --> 00:25:35,470
Oh, no. Oh, no, no.
704
00:25:35,472 --> 00:25:37,372
That's... that's too soon.
705
00:25:37,374 --> 00:25:38,573
It's not that hard as it seems.
706
00:25:40,210 --> 00:25:42,010
Hi, welcome to Boston Market.
707
00:25:42,012 --> 00:25:43,645
This is Rachel. Can I take your order?
708
00:25:43,647 --> 00:25:47,549
Yes. Just 1/2 a chicken.
709
00:25:49,887 --> 00:25:51,286
Would you like anything to drink,
710
00:25:51,288 --> 00:25:52,688
any pumpkin pie or raspberry lemonade?
711
00:25:52,690 --> 00:25:53,922
No, that'll do.
712
00:25:53,924 --> 00:25:55,123
All righty. Drive around for your total.
713
00:25:55,125 --> 00:25:56,124
Have a runner.
714
00:25:56,126 --> 00:25:57,392
- You have another car.
- Oh.
715
00:25:57,394 --> 00:25:58,660
Hello, welcome to Boston Market.
716
00:25:58,662 --> 00:26:00,228
My name is A.J., store 230.
Can you hold one moment?
717
00:26:00,230 --> 00:26:01,663
The drive-thru's really stressful.
718
00:26:01,665 --> 00:26:03,031
Somebody's ordering in your ear,
719
00:26:03,033 --> 00:26:04,333
and then someone's waiting at the window,
720
00:26:04,335 --> 00:26:06,501
and then, to put the clock on top of it,
721
00:26:06,503 --> 00:26:08,603
it's just a very stressful combination.
722
00:26:10,808 --> 00:26:11,873
- Oh.
- Whoops.
723
00:26:11,875 --> 00:26:12,908
Rachel was a little bit
724
00:26:12,910 --> 00:26:14,509
out of her comfort zone,
725
00:26:14,511 --> 00:26:16,011
but you always have to keep
your cool, always,
726
00:26:16,013 --> 00:26:17,612
because you don't want them
going to corporate on you.
727
00:26:17,614 --> 00:26:18,780
Okay.
728
00:26:18,782 --> 00:26:19,815
So go ahead.
729
00:26:19,817 --> 00:26:21,016
- Uh, hello?
- I'm stepping back.
730
00:26:21,018 --> 00:26:22,951
Hi, welcome to Boston Market.
731
00:26:22,953 --> 00:26:24,453
Can I take your order?
732
00:26:24,455 --> 00:26:27,889
A white chicken salad.
733
00:26:27,891 --> 00:26:29,124
White chicken salad?
734
00:26:29,126 --> 00:26:30,692
And, uh, mashed potatoes.
735
00:26:30,694 --> 00:26:32,194
Does he mean a salad or a sandwich?
736
00:26:32,196 --> 00:26:33,362
Sir, you said you wanted
737
00:26:33,364 --> 00:26:35,063
a chicken salad sandwich?
738
00:26:35,065 --> 00:26:37,099
An all-white chicken salad.
739
00:26:37,101 --> 00:26:39,468
Add a little bit of that
honey habanero to it.
740
00:26:39,470 --> 00:26:42,637
Sure, no problem.
741
00:26:45,743 --> 00:26:47,142
$9.21 is your total.
742
00:26:47,144 --> 00:26:48,543
It seems like there's a lot of things
743
00:26:48,545 --> 00:26:50,178
that are all happening at once.
744
00:26:50,180 --> 00:26:52,047
Chicken sandwich.
745
00:26:52,049 --> 00:26:53,749
And you need, like, octopus arms
746
00:26:53,751 --> 00:26:54,850
to get it all done.
747
00:27:00,891 --> 00:27:02,290
Chicken pot pie, please.
748
00:27:03,660 --> 00:27:04,826
There were some moments when I wished
749
00:27:04,828 --> 00:27:07,396
the beep would just stop beeping.
750
00:27:07,398 --> 00:27:08,697
Hope to see you again. Thank you.
751
00:27:09,600 --> 00:27:11,666
Chicken pot pie, cornbread.
752
00:27:11,668 --> 00:27:14,035
Your pot pie.
753
00:27:14,037 --> 00:27:15,303
- Thanks for your help.
- Thank you.
754
00:27:15,305 --> 00:27:17,305
So how you feel so far? How you like it?
755
00:27:17,307 --> 00:27:18,840
Pretty stressful, you know, when you got
756
00:27:18,842 --> 00:27:20,709
one car who's ordering and...
757
00:27:20,711 --> 00:27:21,843
- Right, right, right.
- And everybody's talking
758
00:27:21,845 --> 00:27:23,078
in your ear, and...
759
00:27:23,080 --> 00:27:24,479
you seem to have learned this pretty quick
760
00:27:24,481 --> 00:27:26,481
for only being here for three months.
761
00:27:26,483 --> 00:27:28,216
I mean, I'm a fast learner.
762
00:27:28,218 --> 00:27:29,518
I pick up real fast.
763
00:27:29,520 --> 00:27:31,319
I don't try to be better than anyone
764
00:27:31,321 --> 00:27:32,287
or ever get big-headed.
765
00:27:32,289 --> 00:27:34,923
I just want to be great at what I do.
766
00:27:34,925 --> 00:27:37,225
I was out of work for two years.
767
00:27:37,227 --> 00:27:38,427
I met Miss Charmaine,
768
00:27:38,429 --> 00:27:39,928
and she gave me an opportunity.
769
00:27:39,930 --> 00:27:41,997
I mean, I got in a little trouble
770
00:27:41,999 --> 00:27:43,098
when I was about 17.
771
00:27:43,100 --> 00:27:45,934
I got arrested and went to the county jail
772
00:27:45,936 --> 00:27:47,068
for about two months.
773
00:27:47,070 --> 00:27:48,170
But right now, I'm doing good.
774
00:27:48,172 --> 00:27:51,239
So I had the repair by working hard.
775
00:27:51,241 --> 00:27:53,408
It's nice that Boston Market
gave you a second chance.
776
00:27:53,410 --> 00:27:56,545
It's amazing, and that's why,
whatever they need me to do,
777
00:27:56,547 --> 00:27:57,846
I would do it,
778
00:27:57,848 --> 00:27:59,448
because they didn't have
to give me that chance.
779
00:27:59,450 --> 00:28:00,615
You never know.
780
00:28:00,617 --> 00:28:02,384
That sign out there say
hourly shift manager.
781
00:28:02,386 --> 00:28:03,952
I might be one one day. Who knows?
782
00:28:03,954 --> 00:28:05,220
That's very nice.
783
00:28:05,222 --> 00:28:06,922
A.J. has an amazing attitude.
784
00:28:06,924 --> 00:28:10,792
It's one of gratitude and respect.
785
00:28:10,794 --> 00:28:13,361
It's really refreshing,
and it's great to see.
786
00:28:13,363 --> 00:28:14,629
See how you get it on your own right here.
787
00:28:14,631 --> 00:28:15,864
Got another car.
788
00:28:15,866 --> 00:28:17,732
- I'll be back.
- Okay.
789
00:28:17,734 --> 00:28:18,800
Hi, welcome to Boston Market.
790
00:28:18,802 --> 00:28:22,137
This is Rachel. May I take your order?
791
00:28:25,608 --> 00:28:27,509
Today I'm in Fayetteville, North Carolina,
792
00:28:27,511 --> 00:28:30,745
and I'm going to be working
as an assistant general manager.
793
00:28:30,747 --> 00:28:32,380
Hot, fresh turkey pot pie.
794
00:28:32,382 --> 00:28:33,648
When I was working with Sash,
795
00:28:33,650 --> 00:28:36,218
we focused on the carving station.
796
00:28:36,220 --> 00:28:38,453
But a great assistant general manager
797
00:28:38,455 --> 00:28:40,322
really is a multitasker,
798
00:28:40,324 --> 00:28:43,058
somebody who can keep
their eyes on the customers,
799
00:28:43,060 --> 00:28:44,593
the employees, all of the little things
800
00:28:44,595 --> 00:28:45,794
that need to get done.
801
00:28:45,796 --> 00:28:47,062
Hi, my name's Rachel.
802
00:28:47,064 --> 00:28:48,430
I'm here to see April.
803
00:28:48,432 --> 00:28:49,965
Oh, come on back, Rachel.
I'll take you right back.
804
00:28:49,967 --> 00:28:51,132
Okay.
805
00:28:51,134 --> 00:28:53,068
This restaurant is one
of the top 30 restaurants
806
00:28:53,070 --> 00:28:54,269
in terms of sales,
807
00:28:54,271 --> 00:28:55,537
so I'd be really interested to find out
808
00:28:55,539 --> 00:28:56,638
what they're doing right
809
00:28:56,640 --> 00:28:58,473
so we can take those best practices
810
00:28:58,475 --> 00:29:00,742
and spread them to the rest
of the restaurants.
811
00:29:00,744 --> 00:29:02,911
April, I got somebody here to see you.
812
00:29:02,913 --> 00:29:04,713
- Nice to meet you.
- Hi, I'm Rachel.
813
00:29:04,715 --> 00:29:05,914
Hi, I'm April.
814
00:29:05,916 --> 00:29:07,616
Well, today we gonna be doing
815
00:29:07,618 --> 00:29:09,284
a little bit back here,
816
00:29:09,286 --> 00:29:10,252
a whole lot up there.
817
00:29:10,254 --> 00:29:11,553
Gonna be out in the dining room.
818
00:29:11,555 --> 00:29:12,654
So we'll be multitasking.
819
00:29:12,656 --> 00:29:14,356
- Okay.
- Oh, don't be scared!
820
00:29:14,358 --> 00:29:15,724
- I'm ready.
- You're gonna be okay!
821
00:29:15,726 --> 00:29:17,025
You're gonna be okay.
822
00:29:17,027 --> 00:29:18,894
Okay, so let's go check the front.
823
00:29:18,896 --> 00:29:21,396
My first impression of Rachel,
824
00:29:21,398 --> 00:29:23,765
I could see she's very, very nervous.
825
00:29:23,767 --> 00:29:25,600
It's our job to make sure
826
00:29:25,602 --> 00:29:27,435
everything looks presentable.
827
00:29:27,437 --> 00:29:28,737
She's gonna be a little bit unnerved.
828
00:29:28,739 --> 00:29:30,939
I'm gonna get her out of her comfort zone.
829
00:29:30,941 --> 00:29:32,340
I'm trying to make sure
she wins this contest,
830
00:29:32,342 --> 00:29:34,576
you know.
831
00:29:34,578 --> 00:29:36,511
So just like, you know,
how you being a contestant,
832
00:29:36,513 --> 00:29:39,714
you got the pressure...
same thing as in a restaurant.
833
00:29:39,716 --> 00:29:40,849
You still have that pressure
834
00:29:40,851 --> 00:29:42,517
to make sure the customers
are taken care of.
835
00:29:42,519 --> 00:29:44,219
Come around to the front so we can see
836
00:29:44,221 --> 00:29:45,153
what I'm talking about.
837
00:29:45,155 --> 00:29:46,688
April's like a bouncing ball.
838
00:29:46,690 --> 00:29:48,423
She goes from one place to another.
839
00:29:48,425 --> 00:29:50,325
Come on, let's go to the back.
840
00:29:50,327 --> 00:29:51,259
You move very quickly.
841
00:29:51,261 --> 00:29:52,561
Oh, you have to.
842
00:29:52,563 --> 00:29:54,896
Okay, so now we gotta get
ice for the customers.
843
00:29:54,898 --> 00:29:56,364
Customers don't have any ice.
844
00:29:56,366 --> 00:29:58,066
Follow me.
845
00:29:58,068 --> 00:30:01,102
You wanna hand me that container?
846
00:30:01,104 --> 00:30:03,238
And, see, like you got water on the floor?
847
00:30:03,240 --> 00:30:06,174
First thing you need to do
is get a "wet floor" sign down.
848
00:30:06,176 --> 00:30:07,175
- Come on, Rachel.
- Okay.
849
00:30:07,177 --> 00:30:08,276
Time to speed it up.
850
00:30:08,278 --> 00:30:09,611
She's like the Energizer Bunny.
851
00:30:09,613 --> 00:30:11,346
I'm thinking I'm gonna have a hard time
852
00:30:11,348 --> 00:30:13,214
keeping up with April.
853
00:30:13,216 --> 00:30:14,716
I mean, she's already going pretty fast.
854
00:30:14,718 --> 00:30:17,652
So you really want to run
your own restaurant?
855
00:30:17,654 --> 00:30:20,088
Well, I'm kind of excited about it, yeah.
856
00:30:20,090 --> 00:30:22,457
Oh, wow, okay.
857
00:30:22,459 --> 00:30:25,527
How about you? What do you dream about?
858
00:30:25,529 --> 00:30:27,529
Oh, I always dream about moving
859
00:30:27,531 --> 00:30:28,697
up the corporate ladder.
860
00:30:28,699 --> 00:30:29,664
I'm in school. I'm in college.
861
00:30:29,666 --> 00:30:31,099
- Yeah, I'm a sophomore.
- Really?
862
00:30:31,101 --> 00:30:33,101
- Yes!
- Oh, that's fantastic.
863
00:30:33,103 --> 00:30:34,869
So when do you go to school?
864
00:30:34,871 --> 00:30:37,272
On my days off.
We get two days off a week.
865
00:30:37,274 --> 00:30:40,308
So I'm in school right now full-time.
866
00:30:40,310 --> 00:30:43,011
I'm Assistant General Manager.
That's full-time.
867
00:30:43,013 --> 00:30:44,245
And I'm a single mom.
868
00:30:44,247 --> 00:30:46,348
So you're being pulled all over the place.
869
00:30:46,350 --> 00:30:47,716
Yeah, you want to give it a try?
870
00:30:47,718 --> 00:30:50,919
Yeah. So...
871
00:30:50,921 --> 00:30:52,854
So do you feel like you have opportunity
872
00:30:52,856 --> 00:30:54,789
with Boston Market?
873
00:30:54,791 --> 00:30:56,024
The position I'm in,
874
00:30:56,026 --> 00:30:58,693
it's gonna be a long time, unless, um,
875
00:30:58,695 --> 00:31:01,863
get a degree and then come in
from the outside in,
876
00:31:01,865 --> 00:31:02,931
versus moving up the ladder.
877
00:31:02,933 --> 00:31:04,399
When you say come in from the outside,
878
00:31:04,401 --> 00:31:05,700
does that mean you're gonna
have to go somewhere else
879
00:31:05,702 --> 00:31:08,169
- and get a job?
- Yes.
880
00:31:08,171 --> 00:31:10,305
That's exactly what that means.
881
00:31:10,307 --> 00:31:12,540
What April's telling me
about the lack of opportunities
882
00:31:12,542 --> 00:31:14,476
is really news to me,
883
00:31:14,478 --> 00:31:17,145
because I thought that we
provided great opportunities
884
00:31:17,147 --> 00:31:18,213
for them.
885
00:31:18,215 --> 00:31:19,714
See, you're good at this!
886
00:31:19,716 --> 00:31:21,549
I really don't want to see April leave.
887
00:31:21,551 --> 00:31:23,985
I think we need to look
at how we grow our people
888
00:31:23,987 --> 00:31:25,687
by giving them the opportunities they need
889
00:31:25,689 --> 00:31:27,622
to thrive in our organization.
890
00:31:27,624 --> 00:31:28,923
I think you really got a good shot.
891
00:31:28,925 --> 00:31:30,091
Oh, thank you.
892
00:31:30,093 --> 00:31:31,660
- I hope you win.
- You're a good example.
893
00:31:31,662 --> 00:31:32,861
I'm gonna try and follow.
894
00:31:39,069 --> 00:31:41,970
The undercover journey was enlightening,
895
00:31:41,972 --> 00:31:43,405
but I'm glad it's over.
896
00:31:43,407 --> 00:31:45,240
I had no idea it would be this hard.
897
00:31:46,710 --> 00:31:49,944
I look like I aged a year in a week.
898
00:31:49,946 --> 00:31:50,912
I loved meeting April.
899
00:31:50,914 --> 00:31:52,814
She had such a positive attitude.
900
00:31:52,816 --> 00:31:55,417
But what really saddened me
was that she had to find
901
00:31:55,419 --> 00:31:58,153
a future outside of Boston Market,
902
00:31:58,155 --> 00:32:00,855
and I don't want to lose
somebody like April.
903
00:32:00,857 --> 00:32:03,992
I've really learned
how absolutely critical
904
00:32:03,994 --> 00:32:05,894
our employees are to our brand.
905
00:32:05,896 --> 00:32:09,397
And we need to make sure
that we work as hard
906
00:32:09,399 --> 00:32:12,934
to prove that we value our employees
907
00:32:12,936 --> 00:32:15,036
as much as our guests.
908
00:32:15,038 --> 00:32:18,273
I mean, without them,
we're really nothing.
909
00:32:20,276 --> 00:32:21,509
Coming up,
910
00:32:21,511 --> 00:32:23,244
the employees think
they're going to decide
911
00:32:23,246 --> 00:32:24,512
whether or not Rachel deserves money
912
00:32:24,514 --> 00:32:27,182
to start her own fast-food franchise.
913
00:32:27,184 --> 00:32:29,984
How will they react when the boss reveals
914
00:32:29,986 --> 00:32:31,319
her true identity?
915
00:32:31,321 --> 00:32:32,821
My name is Sara Bittorf.
916
00:32:32,823 --> 00:32:35,190
I'm the Chief Brand Officer
for Boston Market.
917
00:32:35,192 --> 00:32:36,858
Wow.
918
00:32:50,015 --> 00:32:51,514
All of the people that I worked with
919
00:32:51,516 --> 00:32:52,883
think they've been called to Colorado
920
00:32:52,885 --> 00:32:55,085
to meet with the judges
and give them feedback
921
00:32:55,087 --> 00:32:56,820
on whether or not I deserve to open
922
00:32:56,822 --> 00:32:59,990
my own restaurant chain.
923
00:33:04,862 --> 00:33:06,229
Hi.
924
00:33:06,231 --> 00:33:08,899
Hey.
925
00:33:08,901 --> 00:33:10,734
So how was working with Rachel?
926
00:33:10,736 --> 00:33:12,836
Working with Rachel was awesome.
927
00:33:12,838 --> 00:33:13,837
I liked working with her.
928
00:33:13,839 --> 00:33:14,938
She was a good person.
929
00:33:14,940 --> 00:33:17,073
She seemed like she knew
what she was doing.
930
00:33:17,075 --> 00:33:20,377
That's very nice of you to say.
931
00:33:20,379 --> 00:33:22,112
Feel like I've seen you somewhere before.
932
00:33:22,114 --> 00:33:23,613
So who am I?
933
00:33:23,615 --> 00:33:25,181
Rachel.
934
00:33:25,183 --> 00:33:26,149
What's going on?
935
00:33:26,151 --> 00:33:28,451
- Who am I?
- Sash.
936
00:33:28,453 --> 00:33:30,153
Well, I was Rachel.
937
00:33:30,155 --> 00:33:33,657
Oh! Okay, I was like,
"okay, am I seeing things?"
938
00:33:33,659 --> 00:33:36,626
But I'm not actually Rachel.
939
00:33:36,628 --> 00:33:38,261
My name is Sara Bittorf,
940
00:33:38,263 --> 00:33:43,099
and I'm the Chief Brand Officer
for Boston Market.
941
00:33:43,101 --> 00:33:44,134
What?
942
00:33:44,136 --> 00:33:45,602
And you are on Undercover Boss.
943
00:33:45,604 --> 00:33:47,337
Oh, my gosh.
944
00:33:47,339 --> 00:33:48,371
Really?
945
00:33:48,373 --> 00:33:49,839
Oh, my God.
946
00:33:49,841 --> 00:33:51,074
Undercover Boss.
947
00:33:51,076 --> 00:33:52,575
My heart... oh, wow.
948
00:33:52,577 --> 00:33:55,078
My heart just... whew.
949
00:33:55,080 --> 00:33:57,514
All right, so what now?
950
00:33:59,885 --> 00:34:03,053
Sash, I was really impressed with you.
951
00:34:03,055 --> 00:34:04,854
You're young, but you're wise
952
00:34:04,856 --> 00:34:06,356
beyond your years.
953
00:34:06,358 --> 00:34:08,325
You do a great job for us.
954
00:34:08,327 --> 00:34:09,359
Thank you.
955
00:34:09,361 --> 00:34:10,527
It's amazing to hear,
956
00:34:10,529 --> 00:34:12,262
especially coming from now knowing
957
00:34:12,264 --> 00:34:14,130
that you're, you know, up there
958
00:34:14,132 --> 00:34:16,833
and one of my bosses.
959
00:34:16,835 --> 00:34:19,669
You had me up to my elbows in chickens,
960
00:34:19,671 --> 00:34:22,639
and that was quite an education for me.
961
00:34:22,641 --> 00:34:24,941
You demonstrated to me
that you really care
962
00:34:24,943 --> 00:34:26,009
about your employees,
963
00:34:26,011 --> 00:34:27,510
maybe even more
964
00:34:27,512 --> 00:34:29,045
than you care about yourself.
965
00:34:29,047 --> 00:34:31,548
It's the crew that runs
the store for me, so...
966
00:34:31,550 --> 00:34:35,852
and I, you know,
I 110% still stand by that.
967
00:34:35,854 --> 00:34:38,989
We'd like to see you
take care of yourself too
968
00:34:38,991 --> 00:34:40,223
in the process,
969
00:34:40,225 --> 00:34:42,192
so, you know, we really want you
to take your breaks.
970
00:34:42,194 --> 00:34:44,995
I mean, it's not our policy
for you not to take your breaks,
971
00:34:44,997 --> 00:34:47,430
and in fact, there's a little
software program
972
00:34:47,432 --> 00:34:49,666
on the computer in the office
973
00:34:49,668 --> 00:34:52,102
that schedules the breaks in,
974
00:34:52,104 --> 00:34:55,972
and so we would like for you
to become the expert
975
00:34:55,974 --> 00:34:57,140
at that program...
976
00:34:57,142 --> 00:34:59,342
- Wow.
- And then go around your area
977
00:34:59,344 --> 00:35:02,512
and train the other restaurants
on how to use that system.
978
00:35:02,514 --> 00:35:04,080
And we will pay you for your time.
979
00:35:04,082 --> 00:35:06,383
Wow. Um...
980
00:35:06,385 --> 00:35:07,751
That's great.
981
00:35:07,753 --> 00:35:08,852
I'm just so shocked.
982
00:35:08,854 --> 00:35:10,587
I'm sorry.
983
00:35:10,589 --> 00:35:12,188
It's just...
984
00:35:13,191 --> 00:35:15,925
Thank you.
985
00:35:15,927 --> 00:35:17,961
Really, thank you.
986
00:35:17,963 --> 00:35:20,063
The other thing is that I know...
987
00:35:20,065 --> 00:35:21,297
I know Boston Market
988
00:35:21,299 --> 00:35:23,433
is a stopover for you,
989
00:35:23,435 --> 00:35:25,168
that you want to become a nurse.
990
00:35:25,170 --> 00:35:26,336
But we want to make sure
991
00:35:26,338 --> 00:35:27,804
that while you're here with us,
992
00:35:27,806 --> 00:35:29,472
you're happy, you're engaged,
993
00:35:29,474 --> 00:35:31,374
and you're committed.
994
00:35:31,376 --> 00:35:32,909
And it's gonna be hard to do that
995
00:35:32,911 --> 00:35:35,178
if you're so exhausted
from working two jobs.
996
00:35:35,180 --> 00:35:39,516
So what I'd like to do is give you $20,000
997
00:35:39,518 --> 00:35:42,352
so that you can quit your second job.
998
00:35:42,354 --> 00:35:45,655
What?
999
00:35:45,657 --> 00:35:48,792
I'm sorry, what?
1000
00:35:50,928 --> 00:35:53,630
Um, wow. Thank you.
1001
00:35:56,134 --> 00:35:58,301
That's gonna change my life.
1002
00:35:58,303 --> 00:35:59,903
I thought I was coming here today
1003
00:35:59,905 --> 00:36:02,605
to help someone else change their life.
1004
00:36:02,607 --> 00:36:05,708
And I did not expect it
to turn the other way
1005
00:36:05,710 --> 00:36:07,143
and be mine, so...
1006
00:36:07,145 --> 00:36:09,546
Thank you, thank you. Thank you, guys.
1007
00:36:09,548 --> 00:36:10,513
You're welcome.
1008
00:36:10,515 --> 00:36:11,981
When I think about the future,
1009
00:36:11,983 --> 00:36:13,850
it feels so much easier.
1010
00:36:13,852 --> 00:36:16,486
It feels like I'm gonna be okay
1011
00:36:16,488 --> 00:36:19,322
and I'm gonna be able to do the things
1012
00:36:19,324 --> 00:36:22,392
that I want to do with my life, really.
1013
00:36:23,494 --> 00:36:26,930
A.J., I had a great time with you.
1014
00:36:26,932 --> 00:36:28,431
I was honored to work
with you in the drive-thru.
1015
00:36:28,433 --> 00:36:30,366
I'm not sure I did such a great job.
1016
00:36:30,368 --> 00:36:33,636
All right, can I trouble you
for a white chicken salad?
1017
00:36:35,473 --> 00:36:37,941
You did your best.
1018
00:36:37,943 --> 00:36:38,908
I did my best,
1019
00:36:38,910 --> 00:36:40,243
but I was actually quite impressed
1020
00:36:40,245 --> 00:36:41,511
that in the short time
1021
00:36:41,513 --> 00:36:42,846
that you've been working the drive-thru,
1022
00:36:42,848 --> 00:36:44,981
that you've become so expert at it.
1023
00:36:44,983 --> 00:36:46,249
I love it. I wake up in the morning,
1024
00:36:46,251 --> 00:36:47,550
and I look forward to going to work.
1025
00:36:47,552 --> 00:36:49,385
I was so impressed with you
1026
00:36:49,387 --> 00:36:50,820
and your work ethic
1027
00:36:50,822 --> 00:36:52,455
that I'm gonna have a word
with Miss Charmaine,
1028
00:36:52,457 --> 00:36:54,824
and we're gonna talk about that promotion
1029
00:36:54,826 --> 00:36:56,292
to hourly shift supervisor.
1030
00:36:56,294 --> 00:36:58,128
Wow.
1031
00:36:58,130 --> 00:36:59,896
This is so overwhelming.
1032
00:36:59,898 --> 00:37:01,598
Wow, wow, wow, wow.
1033
00:37:01,600 --> 00:37:04,033
I thought this was
something else, you guys.
1034
00:37:04,035 --> 00:37:05,635
Oh, wow.
1035
00:37:05,637 --> 00:37:08,171
You were so inspiring,
your story that you shared
1036
00:37:08,173 --> 00:37:10,240
so willingly with me,
1037
00:37:10,242 --> 00:37:13,109
and how you turned your life around.
1038
00:37:13,111 --> 00:37:15,345
I'm... I'm inspired by you.
1039
00:37:15,347 --> 00:37:16,946
This is amazing.
1040
00:37:16,948 --> 00:37:18,681
We'd like to give you $20,000
1041
00:37:18,683 --> 00:37:23,353
towards achieving your dreams.
1042
00:37:23,355 --> 00:37:26,589
Ohh.
1043
00:37:28,659 --> 00:37:30,026
Ohh.
1044
00:37:30,028 --> 00:37:33,596
Wow...
1045
00:37:33,598 --> 00:37:35,999
Wow.
1046
00:37:36,001 --> 00:37:37,333
I wish I could hug you. Oh, gosh.
1047
00:37:37,335 --> 00:37:39,235
- You can hug me.
- Oh, my God.
1048
00:37:39,237 --> 00:37:40,904
You're so...
1049
00:37:40,906 --> 00:37:42,805
Wow. Wow.
1050
00:37:42,807 --> 00:37:43,940
That was amazing.
1051
00:37:43,942 --> 00:37:45,642
Such a blessing.
1052
00:37:45,644 --> 00:37:47,944
It's... I don't even know where to start.
1053
00:37:47,946 --> 00:37:50,180
It's just...
1054
00:37:50,182 --> 00:37:52,315
God works in mysterious ways.
1055
00:37:52,317 --> 00:37:54,150
Wow.
1056
00:37:54,152 --> 00:37:55,418
You never know what can happen.
1057
00:37:55,420 --> 00:37:58,321
You just have to have hope,
faith, and belief.
1058
00:37:58,323 --> 00:37:59,656
Anything's possible.
1059
00:37:59,658 --> 00:38:01,724
And I just been showed that today,
1060
00:38:01,726 --> 00:38:04,561
that everything and anything's possible.
1061
00:38:04,563 --> 00:38:06,729
April, you really embody
1062
00:38:06,731 --> 00:38:08,298
the values of our company.
1063
00:38:08,300 --> 00:38:09,732
- Okay.
- You know, we...
1064
00:38:09,734 --> 00:38:11,467
we talk about warm and friendly service.
1065
00:38:11,469 --> 00:38:12,502
Yeah.
1066
00:38:12,504 --> 00:38:14,370
And you certainly have that in spades.
1067
00:38:14,372 --> 00:38:17,140
We talk about loving to serve.
1068
00:38:17,142 --> 00:38:18,308
Mm-hmm.
1069
00:38:18,310 --> 00:38:20,109
And you really seem to enjoy your job.
1070
00:38:20,111 --> 00:38:21,110
Thank you.
1071
00:38:21,112 --> 00:38:22,679
I was not happy to hear
1072
00:38:22,681 --> 00:38:24,214
that you think you need to leave there
1073
00:38:24,216 --> 00:38:25,915
in order to advance your career.
1074
00:38:25,917 --> 00:38:26,983
Yeah.
1075
00:38:26,985 --> 00:38:28,685
Well, I'm gonna do everything I can
1076
00:38:28,687 --> 00:38:31,621
to make sure you don't leave
Boston Market.
1077
00:38:31,623 --> 00:38:33,590
We are always in need of good people.
1078
00:38:33,592 --> 00:38:35,625
We need some general managers
1079
00:38:35,627 --> 00:38:37,627
in the South Florida area.
1080
00:38:37,629 --> 00:38:38,861
Wow.
1081
00:38:38,863 --> 00:38:40,496
And we're always looking for good talent.
1082
00:38:40,498 --> 00:38:41,864
Oh, awesome.
1083
00:38:41,866 --> 00:38:43,466
So if you were willing to relocate
1084
00:38:43,468 --> 00:38:45,702
- for a General Manager job...
- Uh-huh.
1085
00:38:45,704 --> 00:38:47,670
We would pay all
of your expenses for that.
1086
00:38:47,672 --> 00:38:50,073
Are you serious?
1087
00:38:50,075 --> 00:38:51,741
Wow.
1088
00:38:51,743 --> 00:38:53,243
Now you got me crying for real, now.
1089
00:38:56,181 --> 00:38:58,348
Oh, thank you.
1090
00:38:58,350 --> 00:38:59,716
So I lied about being Rachel,
1091
00:38:59,718 --> 00:39:01,351
but I didn't lie about having a son.
1092
00:39:01,353 --> 00:39:03,886
And I know your son is getting
ready to go to college.
1093
00:39:03,888 --> 00:39:04,921
Yes.
1094
00:39:04,923 --> 00:39:05,822
And we'd like to give you
1095
00:39:05,824 --> 00:39:08,024
something to help with that.
1096
00:39:08,026 --> 00:39:10,393
We'd like to give you $10,000
towards his education.
1097
00:39:10,395 --> 00:39:11,761
No!
1098
00:39:11,763 --> 00:39:13,463
Oh, my God.
1099
00:39:13,465 --> 00:39:15,431
That would do so much for him.
1100
00:39:19,838 --> 00:39:22,805
This is so unbelievable. Thank you.
1101
00:39:23,808 --> 00:39:25,141
You also told me
1102
00:39:25,143 --> 00:39:26,976
that you always want to be better.
1103
00:39:26,978 --> 00:39:28,044
Yes.
1104
00:39:28,046 --> 00:39:30,013
So you're back in school,
1105
00:39:30,015 --> 00:39:31,547
trying to get your degree.
1106
00:39:31,549 --> 00:39:33,216
And you talked about some student loans.
1107
00:39:33,218 --> 00:39:35,151
Mm-hmm.
1108
00:39:35,153 --> 00:39:37,353
Well, we'd like to help
offset some of that.
1109
00:39:37,355 --> 00:39:38,888
We're gonna give you $20,000
1110
00:39:38,890 --> 00:39:40,189
towards your student loans.
1111
00:39:40,191 --> 00:39:41,291
Are you serious?
1112
00:39:41,293 --> 00:39:42,425
For my student loans?
1113
00:39:44,129 --> 00:39:45,595
See, now I'm speechless.
1114
00:39:45,597 --> 00:39:47,930
For... for... for me? For my student loans?
1115
00:39:47,932 --> 00:39:48,998
Mm-hmm.
1116
00:39:49,000 --> 00:39:51,701
Really?
1117
00:39:51,703 --> 00:39:54,203
I can't contain it anymore.
1118
00:39:54,205 --> 00:39:55,338
Thank you so very much.
1119
00:39:55,340 --> 00:39:56,906
Oh, my God. It... it...
1120
00:39:56,908 --> 00:39:58,808
- You're welcome.
- Oh, my God.
1121
00:39:58,810 --> 00:40:00,476
And one more thing.
1122
00:40:00,478 --> 00:40:04,247
I'm going to give you $5,000
towards a vacation.
1123
00:40:04,249 --> 00:40:06,416
Wait, wait, wait. I get to go to school.
1124
00:40:06,418 --> 00:40:08,651
My son gets to go to school.
1125
00:40:08,653 --> 00:40:10,687
I can go to Florida.
1126
00:40:10,689 --> 00:40:11,888
I can move up.
1127
00:40:11,890 --> 00:40:12,989
- Mm-hmm.
- High five!
1128
00:40:15,994 --> 00:40:18,961
Awesome! That is the icing on the cake.
1129
00:40:18,963 --> 00:40:20,196
Oh, my gosh. She s...
1130
00:40:23,201 --> 00:40:26,502
She totally said that
I can move up the chain.
1131
00:40:27,505 --> 00:40:29,038
Oh, my God!
1132
00:40:31,576 --> 00:40:34,043
I have never had a job that would step up
1133
00:40:34,045 --> 00:40:35,478
and say, you know what?
1134
00:40:35,480 --> 00:40:37,647
We see what you're doing,
and we appreciate it,
1135
00:40:37,649 --> 00:40:40,850
and we want you to stay with us.
1136
00:40:45,523 --> 00:40:48,191
Ronnie doesn't represent Boston Market.
1137
00:40:51,528 --> 00:40:52,462
Wow.
1138
00:40:52,464 --> 00:40:54,797
Most of the people that I met
1139
00:40:54,799 --> 00:40:57,700
are exactly what we want to see.
1140
00:40:57,702 --> 00:40:59,535
They're high-energy, great attitude,
1141
00:40:59,537 --> 00:41:01,437
and really focused on our guests.
1142
00:41:01,439 --> 00:41:04,440
This experience will allow me
to do my job better
1143
00:41:04,442 --> 00:41:06,542
and serve our employees better
1144
00:41:06,544 --> 00:41:09,712
and serve our guests better.
1145
00:41:29,248 --> 00:41:44,248
Sync and corrections by atrn97g
for www.addic7ed.com
76751
Can't find what you're looking for?
Get subtitles in any language from opensubtitles.com, and translate them here.