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Since premiering to nearly
40 million viewers in 2010,
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more than 70 bosses...
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Ow, my God.
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Have posed as subjects on a fake show
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00:00:15,245 --> 00:00:17,946
to get honest feedback
from their employees.
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All right.
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It's been shocking...
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A lot of people smoke pot.
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It's been challenging.
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It's not the homeowner's
fault that I get paid peanuts.
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But it's inspired them to change
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00:00:29,492 --> 00:00:31,059
their employees' lives forever.
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I've decided to invest around
$3 million because of you.
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Thank you.
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For real? Like, this is real?
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Without a doubt.
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I am going to give you your own store.
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Yay!
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Probably the best thing
somebody ever did for me.
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I have a check for $250,000.
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Oh, my God.
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Tonight, the latest boss
to step into the ring,
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is Jessica Herrin.
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Hi, I'm Nicole.
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Stranger danger.
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00:00:56,719 --> 00:01:00,021
The founder and CEO of
jewelry and accessories giant
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Stella & Dot.
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While going undercover...
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Hello, I'm here to see Maria.
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Hi.
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- She looks like a Barbie.
- Uh-oh.
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This self-made success story...
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Oh, I almost gave somebody the wrong item.
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Take your time.
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will find diamonds in the rough.
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I'm very, very grateful
for what I'm blessed with.
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And you have to be that way.
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What happens when this
hard-charging business woman
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finds some sting behind her bling?
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I sometimes feel like,
with the executive team,
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like, if I went to my team meeting
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and just talked about myself...
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Is that how it feels?
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I mean, I'll be honest.
I don't think you've ever
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asked me a personal question.
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Find out next...
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on Undercover Boss.
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Headquartered in San Francisco, California,
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and with its design
center in New York City,
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Stella & Dot jewelry and
accessories are in high demand,
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from the girl next door
to Hollywood's elite,
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making it one of the largest
direct sales companies
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in the world.
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Leading this $220 million a year business
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and its 30,00 sales people across the globe
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is one woman.
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I'm Jessica Herrin, the CEO and founder
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of Stella & Dot.
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Hi! How are you guys?
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Thanks for having us.
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At Stella & Dot, our mission
focuses on reinventing
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flexible business opportunities
for the modern woman.
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Oh, my God, I can't wait
to show you everything.
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Our independent business
owners sells our jewelry online
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and in homes.
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It's not like a retail
store, where it's locked up
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in a glass case.
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I love it.
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You recently turned 40 and already,
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you're heading a company
that's $200 million.
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Yes, this decade's going to be awesome.
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Fashion accessories is an
incredibly big business.
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When you look at Europe
and the U.S. combined,
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it's a $60 billion industry.
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I grew up in Southern California
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and I was mostly raised by my dad
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because my parents got
divorced when I was young.
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I never had the pressure from my dad
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to be something different than
what I really wanted to be.
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00:03:06,484 --> 00:03:10,620
And that gave me the confidence to go out
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and try really different,
unexpected things.
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Out of high school, I went to Stanford,
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where I paid my way through school
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with a degree in Economics.
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After working in technology,
I went back to school
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at the Stanford Graduate
School of Business.
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00:03:27,605 --> 00:03:29,739
But I dropped out of
Stanford Business School
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to co-found the company that
became weddingchannel.com.
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A lot of people said to me, you're crazy,
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except for my dad, who said to me,
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"Getting into Stanford
Business School, that's good,
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but dropping out! Now I'm really proud."
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The company went on to be
acquired by a public company.
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And after that, so many
women reached out to me
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and said, "I want to do what you do.
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I want to start a business.
I want to be an entrepreneur."
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But I, in fact, was thinking,
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I'm not even sure I want
to do what I'm doing,
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as I thought about the
next phase in my life.
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00:04:01,305 --> 00:04:03,572
So I asked myself the question,
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could I have a business that would enable
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flexible, smart entrepreneurship
as I became a mother.
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There are home-based businesses for women,
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but they feel like they were
built for the 1950s housewife.
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So I wanted to create it.
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And that began the journey
of what is today Stella & Dot.
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I started this company when I was pregnant
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with my first daughter.
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It seemed crazy.
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I was an E-commerce and
technology entrepreneur,
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who suddenly started making
jewelry in my living room,
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and people thought I had lost it.
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But I've always believed that Stella & Dot
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was a billion dollar
global brand in the making.
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Since Stella & Dot
started in my living room
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almost ten years ago, we've now gone out
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to over 30,000 independent entrepreneurs,
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where they're now running
their businesses in their home
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in six different countries.
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And most importantly,
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they've earned over $200
million in commission.
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00:05:02,132 --> 00:05:04,733
But now, we're expanding
into fashion accessories
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and into skin care.
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00:05:06,403 --> 00:05:10,105
So our mission is to broaden our impact
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by creating a family of brands.
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This color is gorgeous,
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00:05:13,276 --> 00:05:17,312
but I think the blue is gonna
be a lot more commercial.
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My team would probably describe
me as passionate but tough.
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There's a lot of gold.
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00:05:22,419 --> 00:05:24,352
I've set a high bar for myself
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and for everyone that
works at Stella & Dot.
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What else do we have for the everyday?
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I've never really had the
thought process to say,
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I can do anything a man can do.
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I've just always thought,
I can do anything.
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3/4 cup, right there.
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No, we need granulated sugar.
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Wait, will you come up here?
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I met my husband, Chad,
right out of college.
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We were both young and at our first job.
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Here's the white sugar.
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That's powdered.
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We need the regular.
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00:05:49,346 --> 00:05:50,845
Oh, oops.
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We have two daughters.
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Charlotte, who's now ten years old,
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and her little sister, Tatum, who's eight.
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Want to crack our two eggs into here?
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To be a good mother and to be a good CEO
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means a lot of trade-offs.
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It sometimes meant ordering pizza
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because I was actually playing with my kids
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instead of cooking a three-course meal.
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So my partnership with my husband
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really works for our family.
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Hey, Mom. We're undercover sisters.
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You're undercover?
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I love working and I love being a mom,
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but I do believe they
can very happily co-exist.
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Let me see your outfit.
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I'm so proud of being a
provider for my family.
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It's not believable, guys.
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F-minus,
F-minus.
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And I love that my girls have an example
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of a strong modern woman.
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It's time to transform.
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I've got to look completely
different than this,
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so I'm thinking blonde.
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After being an E-commerce entrepreneur,
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I knew that commercial
success wasn't enough.
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It's not just about running a business.
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It's about giving women an opportunity
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to live their best life.
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I have brown eyes.
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And I want to make sure that the mission
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and the soul of Stella & Dot is still felt
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by every team member.
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While undercover, I'll
be posing as Nicole Ozie.
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00:07:07,923 --> 00:07:10,824
My employees will think I'm
on a fake reality TV show
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00:07:10,826 --> 00:07:12,793
to get money to start my new business.
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00:07:12,795 --> 00:07:16,029
Okay, I think we're ready to go.
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Ripping out the pages.
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Hi, I'm Nicole.
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Stranger danger.
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Stranger danger.
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I'm gonna miss you.
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We're gonna miss you, too.
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I believe I have a very detailed
knowledge of our business.
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But I hope to find what I'm missing.
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Everybody has a blind spot
and I want to go find mine.
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Bye.
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See you soon.
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Bye, Mommy.
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Bye.
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00:07:52,034 --> 00:07:54,067
Today, I'm going into
our distribution center
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in Groveport, Ohio, and
I'm going to be a picker.
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A picker is the person who gets the order
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and goes to the shelves
where the product is stored,
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puts it in the box, and
gets it ready to be packed.
200
00:08:05,313 --> 00:08:06,479
I'm here to see Tyler.
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Picking it right and
fast is really important
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because our promise to the customer
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is getting it there very quickly.
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I want to see an operation
that's clean, efficient, safe,
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and well-organized for customer delivery.
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Hi.
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- Hello.
- I'm Nicole.
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Tyler. It's nice to meet you.
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I'm gonna be your instructor today.
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Nicole, she was a very beautiful woman.
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First thing I noticed was
her bright blonde hair.
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I loved it. It was really cute.
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00:08:32,540 --> 00:08:35,708
So basically, picking... it's
a lot like grocery shopping.
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That I've done.
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00:08:36,878 --> 00:08:38,344
Yeah, most people have.
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00:08:38,346 --> 00:08:40,279
So we'll get you a Gladiator.
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We got one, actually right here, for you.
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00:08:42,817 --> 00:08:45,284
And the Gladiator will
basically tell you, like, a list.
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And we'll fulfill that shopping list
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for somebody that ordered it.
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00:08:48,189 --> 00:08:49,889
And after that, we'll
drop it off in Packing,
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which we'll do a little bit of that later.
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00:08:51,693 --> 00:08:53,059
So these are real orders?
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Yes, yes. These are all real orders, yes.
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00:08:54,162 --> 00:08:56,262
Oh, fun. Okay.
226
00:08:56,264 --> 00:08:58,531
So the way you would
start is, it has a cursor,
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kind of like a computer.
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00:08:59,767 --> 00:09:02,702
You would see your location,
which container to put it in.
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00:09:02,704 --> 00:09:04,837
So it's asking me to go to 22C1.
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00:09:04,839 --> 00:09:06,672
This whole row is 2.
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00:09:06,674 --> 00:09:10,476
And then this would be
Shelf A, Shelf B, Shelf C.
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There was all different
numbers, on all different things,
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00:09:12,246 --> 00:09:13,646
and lots of buttons to press.
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00:09:13,648 --> 00:09:16,148
When you squeeze that
button, you see a laser.
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00:09:16,150 --> 00:09:18,317
We'll use that to go ahead and scan that.
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00:09:18,319 --> 00:09:20,686
And then it's asking us
to go to court level 21.
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I was so confused.
238
00:09:22,490 --> 00:09:23,989
It's like a barcode bonanza.
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00:09:23,991 --> 00:09:26,191
I could do this cart,
probably in about five minutes.
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00:09:26,193 --> 00:09:27,159
Wow, okay.
241
00:09:27,161 --> 00:09:28,160
It's not too bad.
242
00:09:28,162 --> 00:09:29,928
Just scan this for me, please.
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00:09:29,930 --> 00:09:30,863
There you go.
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00:09:30,865 --> 00:09:32,431
- Just enter the 20.
- "1, Enter."
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00:09:32,433 --> 00:09:33,666
That's it. Boom, boom.
246
00:09:33,668 --> 00:09:35,734
Okay, 73B05.
247
00:09:35,736 --> 00:09:36,869
So we'll just keep walking this way.
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00:09:36,871 --> 00:09:37,936
Back here.
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00:09:37,938 --> 00:09:41,240
I need one of these.
250
00:09:41,242 --> 00:09:42,808
Going to 4-5.
251
00:09:42,810 --> 00:09:44,610
Here we go. Coming down here.
252
00:09:44,612 --> 00:09:45,611
This is tiring.
253
00:09:45,613 --> 00:09:48,513
My arm is seriously sore.
254
00:09:48,515 --> 00:09:49,648
You do this for 10 hours.
255
00:09:49,650 --> 00:09:50,649
Oh, yeah. No problem.
256
00:09:50,651 --> 00:09:52,084
Do you have a giant left bicep?
257
00:09:53,354 --> 00:09:55,220
I felt like Nicole was
flirting with me a little bit.
258
00:09:55,222 --> 00:09:57,789
You are probably the
best picker in this place.
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00:09:57,791 --> 00:09:58,757
She's a beautiful woman.
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00:09:58,759 --> 00:10:00,425
She seems like an All-American woman.
261
00:10:00,427 --> 00:10:03,128
But I'm sorry. I already got somebody.
262
00:10:03,130 --> 00:10:04,329
I mean, do you just go to the gym
263
00:10:04,331 --> 00:10:06,331
to lift weights on your right side?
264
00:10:06,333 --> 00:10:09,901
No, I work four ten-hour
shifts here, I go to college,
265
00:10:09,903 --> 00:10:11,703
- and I have another part-time job.
- Oh, wow.
266
00:10:11,705 --> 00:10:13,205
Yeah, so I'm working all the time,
267
00:10:13,207 --> 00:10:16,074
at least, like, 90, 100 hours
a week, something like that.
268
00:10:16,076 --> 00:10:17,442
Like, with school and studying.
269
00:10:17,444 --> 00:10:18,844
I heart Tyler.
270
00:10:18,846 --> 00:10:22,214
He is so sweet and his
energy is infectious.
271
00:10:22,216 --> 00:10:25,817
Even though he is working
two jobs and going to school,
272
00:10:25,819 --> 00:10:27,919
he's an upbeat, happy guy.
273
00:10:27,921 --> 00:10:30,255
So I got a little challenge
set up for us here.
274
00:10:30,257 --> 00:10:32,991
Basically, we're gonna do
a little race through here.
275
00:10:32,993 --> 00:10:34,526
Your cart's gonna have about 25 pieces.
276
00:10:34,528 --> 00:10:36,428
Mine's gonna have about 54.
277
00:10:36,430 --> 00:10:37,429
I believe in you.
278
00:10:37,431 --> 00:10:38,430
I think you can do pretty well.
279
00:10:38,432 --> 00:10:39,664
You picked it up pretty fast.
280
00:10:39,666 --> 00:10:41,433
Okay, I'm gonna go at this.
281
00:10:41,435 --> 00:10:43,334
- You ready? In three...
- Okay.
282
00:10:43,336 --> 00:10:44,769
Two...
283
00:10:44,771 --> 00:10:45,937
Go.
284
00:10:45,939 --> 00:10:47,739
Here I go.
285
00:10:47,741 --> 00:10:49,874
14C01.
286
00:10:49,876 --> 00:10:50,842
1-9?
287
00:10:50,844 --> 00:10:52,076
Oh, you can't stop in front of me.
288
00:10:52,078 --> 00:10:53,545
That's not fair.
289
00:10:53,547 --> 00:10:54,612
Oh, no, no, no.
290
00:10:54,614 --> 00:10:55,947
1-0-4.
291
00:10:55,949 --> 00:10:57,382
Okay.
292
00:10:57,384 --> 00:11:00,585
I need one of these.
293
00:11:00,587 --> 00:11:02,553
One of that.
294
00:11:02,555 --> 00:11:05,790
Oh, I almost gave somebody the wrong item.
295
00:11:05,792 --> 00:11:08,526
This is... Where do I put this back?
296
00:11:08,528 --> 00:11:10,928
- Uh-oh.
- Take your time.
297
00:11:13,867 --> 00:11:15,466
Hmm.
298
00:11:15,468 --> 00:11:18,569
Help.
299
00:11:18,571 --> 00:11:20,605
How do I find where this goes?
300
00:11:20,607 --> 00:11:22,106
I took it out of the wrong spot.
301
00:11:27,179 --> 00:11:29,280
Oh, thank you. I'm sorry.
302
00:11:31,917 --> 00:11:34,619
This is gonna hurt me.
303
00:11:34,621 --> 00:11:37,621
During the challenge, my
Gladiator made a lot of beeps.
304
00:11:38,925 --> 00:11:40,358
Come on.
305
00:11:40,360 --> 00:11:43,327
I didn't really hear too
many coming from Nicole's way.
306
00:11:43,329 --> 00:11:46,397
Yo, we got a winner.
307
00:11:46,399 --> 00:11:50,000
Why does my item keep not
matching my instruction?
308
00:11:50,002 --> 00:11:51,035
- You getting there?
- Hi.
309
00:11:51,037 --> 00:11:52,036
- This is no pressure.
- Are you done?
310
00:11:52,038 --> 00:11:53,137
There's no pressure.
311
00:11:53,139 --> 00:11:54,839
Why don't you have your cart with you?
312
00:11:54,841 --> 00:11:56,507
I actually didn't hear his beeps.
313
00:11:56,509 --> 00:11:58,909
I was so busy being confused.
314
00:11:58,911 --> 00:12:03,180
But Tyler was a very good
winner because he did not gloat.
315
00:12:03,182 --> 00:12:05,916
He was very gracious, and
he told me I did a good job.
316
00:12:05,918 --> 00:12:07,818
So we'll go ahead and
drop it off in packing.
317
00:12:11,890 --> 00:12:13,090
We'll do Quality Control.
318
00:12:13,092 --> 00:12:14,825
So the first thing we check is the foam.
319
00:12:14,827 --> 00:12:16,226
Everything looks like it's okay.
320
00:12:16,228 --> 00:12:18,696
There's no loose beads
or anything like that.
321
00:12:18,698 --> 00:12:20,631
Take a thank you card. Put 'em on top,
322
00:12:20,633 --> 00:12:22,633
so, you know, they can see
it when they first get it.
323
00:12:22,635 --> 00:12:23,600
It's more important.
324
00:12:23,602 --> 00:12:24,902
I like how you put it right side up.
325
00:12:24,904 --> 00:12:26,136
Yeah, we would like, when,
you know, they pull it out,
326
00:12:26,138 --> 00:12:28,272
to have the branding and
everything showing correctly.
327
00:12:28,274 --> 00:12:33,577
Tyler is so dynamic and so
passionate for what he does.
328
00:12:33,579 --> 00:12:36,146
I loved seeing the pride
he takes in his work.
329
00:12:36,148 --> 00:12:38,315
How long have you been working two jobs?
330
00:12:38,317 --> 00:12:39,416
Since I've worked here.
331
00:12:39,418 --> 00:12:40,617
So about a year and a half.
332
00:12:40,619 --> 00:12:41,852
When do you go to school?
333
00:12:41,854 --> 00:12:42,953
Monday through Thursday.
334
00:12:42,955 --> 00:12:44,354
Night shift... night... night class.
335
00:12:44,356 --> 00:12:45,622
Night class. Night shift.
336
00:12:45,624 --> 00:12:46,656
It is your night shift.
337
00:12:46,658 --> 00:12:47,791
Yeah, basically.
338
00:12:47,793 --> 00:12:48,792
And what are you studying?
339
00:12:48,794 --> 00:12:50,560
I'm going for dental hygienist.
340
00:12:50,562 --> 00:12:52,963
It's the cheapest Associate's degree
341
00:12:52,965 --> 00:12:54,598
with the most bang for your money.
342
00:12:54,600 --> 00:12:57,100
But I really have a passion
for, like, psychology
343
00:12:57,102 --> 00:12:59,736
and mental illness, and, like, addiction.
344
00:12:59,738 --> 00:13:02,172
I grew up on the west side of Columbus.
345
00:13:02,174 --> 00:13:04,541
It's, like, kind of a poor neighborhood.
346
00:13:04,543 --> 00:13:06,977
A lot of my friends are dead.
347
00:13:06,979 --> 00:13:07,978
A lot of my friends went to jail.
348
00:13:07,980 --> 00:13:08,979
A lot of my friends are addicted
349
00:13:08,981 --> 00:13:10,747
to some kind of heavy drug right now.
350
00:13:10,749 --> 00:13:13,450
I have an older brother.
351
00:13:13,452 --> 00:13:15,719
He's going through, like,
addictions and things like that,
352
00:13:15,721 --> 00:13:17,287
which really kill me,
you know, kill me to see
353
00:13:17,289 --> 00:13:18,755
'cause he's an amazing person.
354
00:13:18,757 --> 00:13:20,724
Especially when he's sober,
there's nobody better than him.
355
00:13:20,726 --> 00:13:23,059
I really, you know, try to
support him as much as I can,
356
00:13:23,061 --> 00:13:24,661
and do as much as I can for him.
357
00:13:24,663 --> 00:13:27,363
It gives me that much
more drive to go to school,
358
00:13:27,365 --> 00:13:28,498
to go to work.
359
00:13:28,500 --> 00:13:29,799
I love the company to death.
360
00:13:29,801 --> 00:13:32,402
It's done so much for me
already and improved my life.
361
00:13:32,404 --> 00:13:33,403
I've learned so much.
362
00:13:33,405 --> 00:13:34,537
It definitely was, like, the building block
363
00:13:34,539 --> 00:13:35,805
for the rest of my life.
364
00:13:35,807 --> 00:13:37,106
If it wasn't for this,
I wouldn't have been able
365
00:13:37,108 --> 00:13:38,308
to start school, I wouldn't have been able
366
00:13:38,310 --> 00:13:40,276
to move and get out of the bad situation
367
00:13:40,278 --> 00:13:41,678
that I got out of, and things like that.
368
00:13:41,680 --> 00:13:45,481
When I heard Tyler talk
about his humble beginnings,
369
00:13:45,483 --> 00:13:47,483
I was really filled with admiration.
370
00:13:47,485 --> 00:13:50,119
And you know he would be
the best dental hygienist
371
00:13:50,121 --> 00:13:52,555
you've ever met, but
it's not his true passion.
372
00:13:52,557 --> 00:13:55,825
And I would really love to
see him pursuing something
373
00:13:55,827 --> 00:13:57,326
that made his heart sing.
374
00:13:57,328 --> 00:13:58,428
We gotta get back to work.
375
00:13:58,430 --> 00:13:59,729
There's a lot of stuff to pack.
376
00:13:59,731 --> 00:14:00,997
Okay, time to get back to work.
377
00:14:04,201 --> 00:14:06,369
Coming up...
378
00:14:06,371 --> 00:14:09,305
Nicole drops the ball.
379
00:14:09,307 --> 00:14:10,907
There goes the pearls.
380
00:14:13,044 --> 00:14:15,878
Oh, there goes another pearl.
381
00:14:15,880 --> 00:14:17,013
And later...
382
00:14:17,015 --> 00:14:18,981
I am a Senior Director with Stella & Dot.
383
00:14:18,983 --> 00:14:20,082
I don't know, have you heard of it?
384
00:14:20,084 --> 00:14:21,717
I've heard about it a little.
385
00:14:21,719 --> 00:14:24,820
The boss struggles to avoid
one employee's suspicion
386
00:14:24,822 --> 00:14:27,056
about her true identity.
387
00:14:27,058 --> 00:14:29,225
Am I throwing you off a little?
388
00:14:29,227 --> 00:14:32,128
Yes, you are.
389
00:14:44,923 --> 00:14:47,358
Today, I'm in New York
City, and I'm going into work
390
00:14:47,360 --> 00:14:50,127
as a sample maker in our design studio.
391
00:14:52,764 --> 00:14:55,666
Design is really what
sets Stella & Dot apart.
392
00:14:55,668 --> 00:14:57,835
The sample maker can really bring to life
393
00:14:57,837 --> 00:15:00,170
what's in the designer's head.
394
00:15:00,172 --> 00:15:02,139
Hello, I'm here to see Maria.
395
00:15:02,141 --> 00:15:04,174
- Hi, my name is Maria.
- Maria, hi.
396
00:15:04,176 --> 00:15:05,642
Nicole, nice to meet you.
397
00:15:05,644 --> 00:15:07,111
Nice to meet you, too.
398
00:15:07,113 --> 00:15:10,214
When she's coming the colors is like, boom.
399
00:15:10,216 --> 00:15:11,215
And the hair.
400
00:15:11,217 --> 00:15:12,649
This is so pretty here.
401
00:15:12,651 --> 00:15:13,750
Thank you very much.
402
00:15:13,752 --> 00:15:17,421
She looks like a Barbie.
403
00:15:17,423 --> 00:15:19,122
So what are we gonna be doing?
404
00:15:19,124 --> 00:15:21,592
The designer and me, we work together.
405
00:15:21,594 --> 00:15:24,361
The designer, she's drawn that.
406
00:15:24,363 --> 00:15:27,064
So she'll tell you, "You
think we can do, like,
407
00:15:27,066 --> 00:15:30,200
with chain or whatever
different materials?"
408
00:15:30,202 --> 00:15:33,637
Oh, I can't believe you can make
that picture into something real.
409
00:15:33,639 --> 00:15:34,771
That's really talented.
410
00:15:34,773 --> 00:15:38,642
If you put your love,
your interest in that,
411
00:15:38,644 --> 00:15:40,777
you can do very easy.
412
00:15:43,481 --> 00:15:44,714
- You can sit here.
- Okay.
413
00:15:52,323 --> 00:15:53,423
Oh, okay.
414
00:15:53,425 --> 00:15:55,558
Go like that.
415
00:15:55,560 --> 00:15:59,496
And then use this to make a knot.
416
00:15:59,498 --> 00:16:00,897
- Oh.
- And then you close it.
417
00:16:00,899 --> 00:16:02,832
- That looks pretty easy.
- A little bit.
418
00:16:02,834 --> 00:16:04,567
And then what do we do with this?
419
00:16:04,569 --> 00:16:07,303
You can hang it to the
necklaces or bracelets.
420
00:16:07,305 --> 00:16:09,973
You would never know from
the drawing to use those.
421
00:16:09,975 --> 00:16:12,075
Always, I put my idea into it.
422
00:16:12,077 --> 00:16:13,510
- You put your idea into it.
- Yes.
423
00:16:13,512 --> 00:16:16,179
So you're a little bit of a designer too.
424
00:16:16,181 --> 00:16:17,380
- Yeah.
- Yeah.
425
00:16:17,382 --> 00:16:19,215
Yes. You understand the first thing.
426
00:16:19,217 --> 00:16:21,351
- Right?
- That looks pretty easy.
427
00:16:21,353 --> 00:16:23,019
I want to see you.
428
00:16:23,021 --> 00:16:24,053
How you do it.
429
00:16:24,055 --> 00:16:27,557
Okay, I think I can do it.
430
00:16:27,559 --> 00:16:29,959
How many pieces can you make in a day?
431
00:16:29,961 --> 00:16:31,027
Depends.
432
00:16:31,029 --> 00:16:32,328
Bend. Point three... Okay...
433
00:16:35,299 --> 00:16:37,400
Okay... uh-oh.
434
00:16:37,402 --> 00:16:38,367
It's okay.
435
00:16:38,369 --> 00:16:40,503
There it goes.
436
00:16:40,505 --> 00:16:42,538
My thing is too long.
437
00:16:42,540 --> 00:16:46,075
You have small hands. Is that an advantage?
438
00:16:46,077 --> 00:16:47,610
So how long have you been doing this?
439
00:16:47,612 --> 00:16:49,278
A couple of years.
440
00:16:49,280 --> 00:16:51,414
How do they come up with
so many different ideas?
441
00:16:51,416 --> 00:16:53,482
These pictures are so pretty.
442
00:16:53,484 --> 00:16:54,717
Pay attention.
443
00:16:54,719 --> 00:16:57,486
It's hard to focus.
There's so much fun things
444
00:16:57,488 --> 00:17:00,122
- to get distracted by.
- Okay.
445
00:17:00,124 --> 00:17:01,924
She talks too much.
446
00:17:01,926 --> 00:17:04,160
I feel like I'm doing what you're doing,
447
00:17:04,162 --> 00:17:06,095
- but it's kind of crooked.
- Yeah.
448
00:17:06,097 --> 00:17:08,898
Look, like that.
449
00:17:08,900 --> 00:17:10,466
There goes the beads again.
450
00:17:10,468 --> 00:17:12,968
- Okay.
- There goes the pearls.
451
00:17:12,970 --> 00:17:15,337
She talks a lot.
452
00:17:15,339 --> 00:17:16,906
Focus on this.
453
00:17:16,908 --> 00:17:19,241
This is harder than it looks.
454
00:17:19,243 --> 00:17:22,978
Oh, there goes another pearl.
455
00:17:22,980 --> 00:17:26,782
You talk and talk and talk
as the pearls is coming...
456
00:17:26,784 --> 00:17:28,417
going there and there.
457
00:17:28,419 --> 00:17:31,520
I noticed she dropped,
like, three or four pearls
458
00:17:31,522 --> 00:17:33,188
because I'm counting.
459
00:17:33,190 --> 00:17:37,893
Honestly, you need to practice
more and more and more.
460
00:17:37,895 --> 00:17:39,528
You're tough.
461
00:17:39,530 --> 00:17:41,463
It looks like you love your job.
462
00:17:41,465 --> 00:17:42,531
Yeah. I love my job.
463
00:17:42,533 --> 00:17:44,266
- You love your job?
- I love my job.
464
00:17:44,268 --> 00:17:45,434
Are you married?
465
00:17:48,405 --> 00:17:49,671
Getting divorced.
466
00:17:49,673 --> 00:17:51,039
- Yeah.
- Do you have kids?
467
00:17:51,041 --> 00:17:52,174
Yeah, I have two.
468
00:17:52,176 --> 00:17:53,842
My son is 15 years.
469
00:17:53,844 --> 00:17:55,677
My daughter is five years, so...
470
00:17:55,679 --> 00:17:56,745
Oh, five years old.
471
00:17:56,747 --> 00:17:58,013
She's my baby, mi Cataline.
472
00:17:58,015 --> 00:17:59,047
What are their names?
473
00:17:59,049 --> 00:18:02,017
My son is Juan and my daughter is Cataline.
474
00:18:02,019 --> 00:18:03,585
- That's a lot on your plate.
- Oh, my God.
475
00:18:03,587 --> 00:18:05,587
Especially, going through a divorce.
476
00:18:05,589 --> 00:18:07,589
Are your kids okay with it?
477
00:18:07,591 --> 00:18:11,860
- My son is crying sometimes, you know.
- Mm-hmm.
478
00:18:11,862 --> 00:18:16,732
Well, you seem strong
enough for three people.
479
00:18:16,734 --> 00:18:18,934
They're lucky to have you as a mom.
480
00:18:18,936 --> 00:18:20,001
Oh, you're so sweet.
481
00:18:20,003 --> 00:18:24,406
- Sorry.
- Oh, that's okay.
482
00:18:24,408 --> 00:18:27,542
I'm so inspired by Maria's spirit.
483
00:18:27,544 --> 00:18:29,511
She's so strong.
484
00:18:29,513 --> 00:18:33,148
And the fact that she has the
energy to have so much passion
485
00:18:33,150 --> 00:18:35,917
for her job and then go home
and take care of her kids,
486
00:18:35,919 --> 00:18:39,721
all while going through the
changes in her personal life.
487
00:18:39,723 --> 00:18:42,524
You're so inspiring. I'm so amazed by you.
488
00:18:42,526 --> 00:18:44,059
What are your dreams?
489
00:18:44,061 --> 00:18:47,028
I want to take a house for my kids
490
00:18:47,030 --> 00:18:49,164
because they always ask me and say,
491
00:18:49,166 --> 00:18:52,200
"Mom, I want a room just for me."
492
00:18:52,202 --> 00:18:57,272
My son now, he wants to go to
the school for the architect.
493
00:18:57,274 --> 00:18:58,273
Wow. Uh-huh.
494
00:18:58,275 --> 00:19:01,209
So I say, maybe he can do it for me.
495
00:19:01,211 --> 00:19:02,410
My dream is...
496
00:19:02,412 --> 00:19:04,846
Is maybe your dream, your
son will be able to do his.
497
00:19:04,848 --> 00:19:06,147
Yes.
498
00:19:06,149 --> 00:19:10,852
The other dream is, you know,
going to be a designer and...
499
00:19:10,854 --> 00:19:13,421
- You want to design?
- Design.
500
00:19:13,423 --> 00:19:16,224
Well, you obviously have all the
creativity and the creative eye.
501
00:19:16,226 --> 00:19:18,793
A mother will do anything for her children.
502
00:19:18,795 --> 00:19:21,496
And I think that her greatest
gift in life, her greatest joy,
503
00:19:21,498 --> 00:19:22,964
is the source of her greatest strength.
504
00:19:22,966 --> 00:19:26,634
And a woman that strong is gonna
make it work no matter what.
505
00:19:26,636 --> 00:19:30,004
But I am really proud that
she makes it work with us.
506
00:19:30,006 --> 00:19:32,673
I feel so lucky to have
so many of the people
507
00:19:32,675 --> 00:19:34,475
come into my life that
have created Stella & Dot,
508
00:19:34,477 --> 00:19:36,444
and made it what it really is.
509
00:19:36,446 --> 00:19:38,279
And Maria is on that list.
510
00:19:38,281 --> 00:19:43,851
Back to work.
511
00:19:48,991 --> 00:19:51,892
Today, I'm going undercover
in Des Moines, Iowa,
512
00:19:51,894 --> 00:19:53,761
as a stylist at a trunk show.
513
00:19:53,763 --> 00:19:55,563
Hi, how are you?
514
00:19:55,565 --> 00:19:57,865
I brought you the newest because
you wanted to see the newest.
515
00:19:57,867 --> 00:20:00,234
The trunk show, it's the
heart of our business.
516
00:20:00,236 --> 00:20:03,337
The stylist offers a hostess
the opportunity to throw a show.
517
00:20:03,339 --> 00:20:04,905
The hostess gets some free product.
518
00:20:04,907 --> 00:20:07,274
She brings her girlfriends
over, and just let friends
519
00:20:07,276 --> 00:20:11,345
get in there and have fun with the jewelry.
520
00:20:11,347 --> 00:20:12,313
Hi.
521
00:20:12,315 --> 00:20:13,347
Hi, are you Nicole?
522
00:20:13,349 --> 00:20:14,348
Yes, hi, Grace?
523
00:20:14,350 --> 00:20:16,116
Hi, yes, nice to meet you.
524
00:20:16,118 --> 00:20:17,384
Welcome to my office.
525
00:20:17,386 --> 00:20:18,452
Why, thank you.
526
00:20:18,454 --> 00:20:20,554
Grace is a top leader with Stella & Dot.
527
00:20:20,556 --> 00:20:23,457
So I want to see what
makes her really special.
528
00:20:23,459 --> 00:20:26,493
But as a top leader, Grace
and I have met many times.
529
00:20:26,495 --> 00:20:28,896
It's making me nervous that
it's gonna blow my cover.
530
00:20:28,898 --> 00:20:30,898
I am a Senior Director with Stella & Dot.
531
00:20:30,900 --> 00:20:32,199
I don't know. Have you heard of it?
532
00:20:32,201 --> 00:20:34,134
I've heard about it a
little, but not really.
533
00:20:34,136 --> 00:20:36,703
Today, we are going to
be going to a trunk show.
534
00:20:36,705 --> 00:20:39,273
There will be, probably, about
eight to ten people there.
535
00:20:39,275 --> 00:20:40,574
We'll have the jewelry set up.
536
00:20:40,576 --> 00:20:42,476
So think shopping with your girlfriends.
537
00:20:42,478 --> 00:20:43,744
So you bring the jewelry.
538
00:20:43,746 --> 00:20:45,779
- I do, yeah.
- And then people start... okay.
539
00:20:45,781 --> 00:20:47,347
Okay, so we're gonna bring the jewelry.
540
00:20:47,349 --> 00:20:48,415
Yes.
541
00:20:48,417 --> 00:20:50,384
So, Nicole sat down. I looked into her eyes
542
00:20:50,386 --> 00:20:53,353
and thought, this person
looks a little familiar.
543
00:20:53,355 --> 00:20:55,989
So, first of all, I try to provide
544
00:20:55,991 --> 00:20:57,858
a great customer experience.
545
00:20:57,860 --> 00:20:59,559
Okay.
546
00:20:59,561 --> 00:21:03,463
Yeah, and, you know, from
the moment they walk in,
547
00:21:03,465 --> 00:21:04,931
I greet them at the door.
548
00:21:04,933 --> 00:21:08,168
Okay, well, I'll watch you
and I'll do what you do.
549
00:21:08,170 --> 00:21:09,603
Yeah. Yeah.
550
00:21:09,605 --> 00:21:13,373
So how did you get involved with this show?
551
00:21:13,375 --> 00:21:15,542
- Well, I have a business idea.
- Okay.
552
00:21:15,544 --> 00:21:19,079
And it's gonna be an app that helps moms.
553
00:21:19,081 --> 00:21:20,714
I could hear her voice, and I went,
554
00:21:20,716 --> 00:21:23,116
Oh, my gosh, this is Jessica Herrin,
555
00:21:23,118 --> 00:21:24,617
the CEO of Stella & Dot.
556
00:21:24,619 --> 00:21:28,154
I would just, really, I would
encourage you to be yourself.
557
00:21:28,156 --> 00:21:29,222
Okay.
558
00:21:29,224 --> 00:21:32,225
And just...
559
00:21:32,227 --> 00:21:33,259
Sorry.
560
00:21:33,261 --> 00:21:35,295
Don't worry.
561
00:21:35,297 --> 00:21:37,797
I was really uncomfortable talking to Grace
562
00:21:37,799 --> 00:21:39,299
because she's looking at me funny.
563
00:21:39,301 --> 00:21:42,368
I think she strongly
suspects something is amiss.
564
00:21:44,973 --> 00:21:47,173
Am I throwing you off a little?
565
00:21:47,175 --> 00:21:50,043
Yes, you are.
566
00:22:03,877 --> 00:22:05,510
Am I throwing you off a little?
567
00:22:05,512 --> 00:22:06,978
Yes, you are.
568
00:22:06,980 --> 00:22:09,180
I'm pretty certain Grace is onto me.
569
00:22:09,182 --> 00:22:11,149
I'm uncomfortable. She's uncomfortable.
570
00:22:11,151 --> 00:22:12,717
This is like torture.
571
00:22:12,719 --> 00:22:14,586
Do I look familiar to you?
572
00:22:14,588 --> 00:22:16,721
You look so familiar. Thank you.
573
00:22:17,890 --> 00:22:20,225
Jessica, what are you doing here?
574
00:22:20,227 --> 00:22:21,726
Hi. Hi, Grace.
575
00:22:21,728 --> 00:22:23,128
It was very shocking.
576
00:22:23,130 --> 00:22:25,663
I've known Jessica, probably...
since I became a stylist,
577
00:22:25,665 --> 00:22:26,931
and we always say hello.
578
00:22:26,933 --> 00:22:30,401
But I was also thinking,
"Oh, my gosh, I'm giving
579
00:22:30,403 --> 00:22:31,603
"the worst new stylist training ever
580
00:22:31,605 --> 00:22:33,771
to the CEO of Stella & Dot."
581
00:22:33,773 --> 00:22:35,673
So when did you figure it out?
582
00:22:35,675 --> 00:22:37,942
- As soon as you sat down.
- The second I sat down.
583
00:22:37,944 --> 00:22:39,077
So do you know what this is now?
584
00:22:39,079 --> 00:22:40,078
Can you figure it out?
585
00:22:40,080 --> 00:22:42,347
I don't.
586
00:22:42,349 --> 00:22:43,414
It's Undercover Boss.
587
00:22:43,416 --> 00:22:46,050
Oh, my God.
588
00:22:46,052 --> 00:22:48,419
So I'm gonna need your help.
589
00:22:48,421 --> 00:22:50,655
You have to pretend that
you don't realize this is me.
590
00:22:50,657 --> 00:22:51,789
I can do that.
591
00:22:51,791 --> 00:22:53,825
But you should still
go and teach me the job,
592
00:22:53,827 --> 00:22:56,060
because I really want to
just go to a trunk show
593
00:22:56,062 --> 00:22:57,028
as a normal guest.
594
00:22:57,030 --> 00:22:58,162
Your secret's safe with me.
595
00:22:58,164 --> 00:22:59,530
All right. Well, let's go.
596
00:22:59,532 --> 00:23:00,832
Okay, I can't wait.
597
00:23:00,834 --> 00:23:03,968
The Senior Director is a
really big deal at Stella & Dot.
598
00:23:03,970 --> 00:23:07,672
They really influence a
large group of other stylists
599
00:23:07,674 --> 00:23:09,574
that they mentor and coach.
600
00:23:10,877 --> 00:23:12,243
Hi, Marie.
601
00:23:12,245 --> 00:23:13,611
So I'm so excited to go to a trunk show
602
00:23:13,613 --> 00:23:15,279
and see Grace in action.
603
00:23:15,281 --> 00:23:18,082
Okay, so ladies, my
name is Grace Van Cleave.
604
00:23:18,084 --> 00:23:20,051
I'm a Senior Director with Stella & Dot.
605
00:23:20,053 --> 00:23:23,087
Anyway, shop away.
606
00:23:23,089 --> 00:23:25,289
So cute. Nicole, take a look at this one.
607
00:23:25,291 --> 00:23:26,690
Oh, that looks really cute
with what you're wearing.
608
00:23:26,692 --> 00:23:27,858
I love it.
609
00:23:27,860 --> 00:23:29,593
It's less than 100.
Three different lengths.
610
00:23:29,595 --> 00:23:30,694
That's really cool.
611
00:23:30,696 --> 00:23:31,862
- I like that.
- I love it.
612
00:23:31,864 --> 00:23:33,497
Can you check to see if
the heart is available?
613
00:23:33,499 --> 00:23:35,399
- I believe it is.
- In silver?
614
00:23:35,401 --> 00:23:37,601
I can tell the guests are
having a really good time.
615
00:23:37,603 --> 00:23:38,736
We'll need this in the gold.
616
00:23:38,738 --> 00:23:40,237
Gold gitane.
617
00:23:40,239 --> 00:23:41,372
- Thank you, my dear.
- Thank you.
618
00:23:41,374 --> 00:23:43,340
You are so sweet, Thank you so much.
619
00:23:43,342 --> 00:23:45,743
Des Moines is a really great
market for Stella & Dot.
620
00:23:45,745 --> 00:23:47,511
Why? Because we have Grace.
621
00:23:47,513 --> 00:23:48,679
Thanks, guys.
622
00:23:48,681 --> 00:23:49,947
Bye, guys. Thank you.
623
00:23:49,949 --> 00:23:52,182
She's got everything really dialed in.
624
00:23:52,184 --> 00:23:53,517
Gosh, that was such a fun trunk show.
625
00:23:53,519 --> 00:23:54,952
That was so much fun.
626
00:23:54,954 --> 00:23:55,953
You should come to all of my shows.
627
00:23:55,955 --> 00:23:57,121
I wish I could.
628
00:23:57,123 --> 00:23:58,222
Time to clean up the trays.
629
00:23:58,224 --> 00:23:59,490
Okay, we can do that.
630
00:23:59,492 --> 00:24:01,525
Well, the way you've got
it set up is pretty good.
631
00:24:01,527 --> 00:24:02,559
With those, if you just hang them there...
632
00:24:02,561 --> 00:24:04,628
- And little charms. Look at that.
- Yes.
633
00:24:04,630 --> 00:24:07,097
What I find all the time is
that people ask about charms,
634
00:24:07,099 --> 00:24:09,900
and I don't know that I have
the best way of explaining it,
635
00:24:09,902 --> 00:24:11,535
even when we have it in the Look Book.
636
00:24:11,537 --> 00:24:13,070
Just like how we have the swatch bundles,
637
00:24:13,072 --> 00:24:14,605
I wonder if you could do...
I'm thinking out loud...
638
00:24:14,607 --> 00:24:15,639
like, a card
639
00:24:15,641 --> 00:24:16,607
where you have the different...
640
00:24:16,609 --> 00:24:17,641
With the bundle of charms.
641
00:24:17,643 --> 00:24:18,775
Yeah, of just kind of...
642
00:24:18,777 --> 00:24:19,843
So that it's not buried in the Look Book.
643
00:24:19,845 --> 00:24:20,844
- It's something separate.
- Yeah.
644
00:24:20,846 --> 00:24:22,145
That's a great idea.
645
00:24:22,147 --> 00:24:23,146
Okay, so tell me more.
646
00:24:23,148 --> 00:24:24,181
What other big ideas do you have?
647
00:24:24,183 --> 00:24:25,349
My other big ideas?
648
00:24:25,351 --> 00:24:26,383
For my company. What's your other feedback?
649
00:24:26,385 --> 00:24:28,318
- You know, my other...
- Lay it on me.
650
00:24:28,320 --> 00:24:31,988
Okay, I sometimes feel like
with the executive team,
651
00:24:31,990 --> 00:24:34,725
I'm, like, if I... if
I went to my team meeting
652
00:24:34,727 --> 00:24:36,493
and only spoke to certain people,
653
00:24:36,495 --> 00:24:41,031
and didn't ask... or if I just
said a "Hello, how are you?"
654
00:24:41,033 --> 00:24:42,732
and just talked about myself,
655
00:24:42,734 --> 00:24:45,235
that would be really, I think, painful.
656
00:24:45,237 --> 00:24:46,670
I think y'all would all...
y'all would pull me aside
657
00:24:46,672 --> 00:24:48,872
and be like, "Grace, we've got
to talk about your coaching."
658
00:24:48,874 --> 00:24:50,040
Right. Right. Is that how it feels?
659
00:24:50,042 --> 00:24:51,908
I feels like that at Directors' retreat.
660
00:24:51,910 --> 00:24:55,078
I don't think I spoke to
anybody from the corporate team.
661
00:24:55,080 --> 00:24:58,048
Okay, well, that's good feedback.
662
00:24:58,050 --> 00:24:59,149
I mean, I'll be honest. I don't think
663
00:24:59,151 --> 00:25:04,254
you've ever asked me a personal question.
664
00:25:04,256 --> 00:25:06,823
But I think that people,
with you, feel like,
665
00:25:06,825 --> 00:25:09,025
they just want you to ask, you know,
666
00:25:09,027 --> 00:25:10,360
tell me about your life.
667
00:25:10,362 --> 00:25:11,461
Tell me about your kids.
668
00:25:11,463 --> 00:25:12,462
Yeah.
669
00:25:12,464 --> 00:25:15,965
I mean, I... you know...
670
00:25:15,967 --> 00:25:17,534
Come here.
671
00:25:20,070 --> 00:25:22,872
Tell me more.
672
00:25:22,874 --> 00:25:25,408
My dad died when I was 16.
673
00:25:25,410 --> 00:25:28,077
We found out in November he had cancer
674
00:25:28,079 --> 00:25:30,380
and he was dead in April.
675
00:25:30,382 --> 00:25:31,881
Wow.
676
00:25:31,883 --> 00:25:34,484
Nobody expects your father to die at 48.
677
00:25:34,486 --> 00:25:36,719
I'm so sorry.
678
00:25:36,721 --> 00:25:38,421
As someone who's definitely
a daddy's little girl,
679
00:25:38,423 --> 00:25:41,424
it breaks my heart to think
about Grace losing her father
680
00:25:41,426 --> 00:25:43,793
to cancer at such a young age.
681
00:25:43,795 --> 00:25:45,928
As the company grows, I ask myself,
682
00:25:45,930 --> 00:25:49,232
how do I still have the same connection?
683
00:25:49,234 --> 00:25:50,700
- We try, I try.
- Yeah.
684
00:25:50,702 --> 00:25:52,467
I think you know that that's what we want.
685
00:25:52,469 --> 00:25:53,102
Of course.
686
00:25:53,104 --> 00:25:56,138
She wants to be seen and recognized
687
00:25:56,140 --> 00:25:59,075
for the incredible talent that she has.
688
00:25:59,077 --> 00:26:01,310
- All right, well, we should wrap up.
- Okay.
689
00:26:01,312 --> 00:26:03,579
I gotta figure out how to
make that happen effectively
690
00:26:03,581 --> 00:26:06,849
and balance my schedule.
691
00:26:06,851 --> 00:26:08,851
It's certainly what I want to be doing.
692
00:26:08,853 --> 00:26:11,053
It's easier said than done.
693
00:26:18,428 --> 00:26:20,129
Today I'm in Scottsdale, Arizona
694
00:26:20,131 --> 00:26:22,231
where I'll be going undercover
in our Delight Center.
695
00:26:22,233 --> 00:26:25,434
Hello. Thank you for calling Stella & Dot.
696
00:26:25,436 --> 00:26:27,603
Our Delight Center is where our customers
697
00:26:27,605 --> 00:26:30,139
and our stylists like
Grace call in to get support
698
00:26:30,141 --> 00:26:32,574
for running their
day-to-day business.
699
00:26:32,576 --> 00:26:33,943
I'm looking for Jade.
700
00:26:33,945 --> 00:26:35,711
Let's see... over here.
701
00:26:35,713 --> 00:26:36,912
Okay.
702
00:26:36,914 --> 00:26:38,447
We want to make sure
our agents are delivering
703
00:26:38,449 --> 00:26:40,215
the right tone, the right empathy,
704
00:26:40,217 --> 00:26:41,683
the right solution focused
705
00:26:41,685 --> 00:26:43,352
towards our independent business owners.
706
00:26:43,354 --> 00:26:45,654
It's gonna come down to
these guys making it right
707
00:26:45,656 --> 00:26:46,789
for the customers.
708
00:26:46,791 --> 00:26:48,724
Hi. Are you Jade?
709
00:26:48,726 --> 00:26:50,125
- Yes, hi.
- Hi!
710
00:26:50,127 --> 00:26:51,493
- You must be Nicole.
- Yes, I am.
711
00:26:51,495 --> 00:26:53,629
- Nice to meet you.
- I'm gonna learn your job today.
712
00:26:53,631 --> 00:26:55,531
Yes! Please have a seat.
713
00:26:55,533 --> 00:26:57,199
I'm a Delight Associate
here at Stella & Dot.
714
00:26:57,201 --> 00:26:59,601
I will be instructing
you on how to take calls
715
00:26:59,603 --> 00:27:01,903
- Okay.
- from stylists as well as customers.
716
00:27:01,905 --> 00:27:04,006
And we will assist them with anything
717
00:27:04,008 --> 00:27:05,707
that they really have an issue with.
718
00:27:05,709 --> 00:27:07,909
So let's take a call
just so you can kinda see
719
00:27:07,911 --> 00:27:09,311
- what's going on.
- Oh, we're all ready to take...
720
00:27:09,313 --> 00:27:10,445
Oh, I get to listen to one... okay.
721
00:27:10,447 --> 00:27:11,513
I just want you to hear one.
722
00:27:11,515 --> 00:27:12,748
Good. I'm excited to hear.
723
00:27:12,750 --> 00:27:13,782
So we got a call.
724
00:27:13,784 --> 00:27:15,917
Thank you for calling Stella & Dot.
725
00:27:15,919 --> 00:27:17,719
My name is Jade. I see
that I'm speaking with
726
00:27:17,721 --> 00:27:19,154
one of our fabulous stylists.
727
00:27:19,156 --> 00:27:20,522
So what's going on?
728
00:27:20,524 --> 00:27:23,158
We found out the last
gal who was helping me
729
00:27:23,160 --> 00:27:24,893
place the order, she
didn't change the zip code
730
00:27:24,895 --> 00:27:27,128
on the order, and I just want to make sure
731
00:27:27,130 --> 00:27:31,166
that that order gets the right zip code.
732
00:27:31,168 --> 00:27:33,101
So I will put in that request for you.
733
00:27:33,103 --> 00:27:35,370
We might actually be able
to grab it before it ships.
734
00:27:35,372 --> 00:27:36,705
Okay, perfect. Thank you.
735
00:27:36,707 --> 00:27:38,206
Thank you so much for calling Stella & Dot.
736
00:27:38,208 --> 00:27:40,275
You enjoy the rest of the day.
737
00:27:40,277 --> 00:27:43,478
- Now, do you wanna try and...
- I-I do. Okay.
738
00:27:46,649 --> 00:27:48,883
Hello, thank you for calling Stella & Dot.
739
00:27:48,885 --> 00:27:50,785
Hi. How are you?
740
00:27:50,787 --> 00:27:52,153
Great. Thanks for calling today.
741
00:27:52,155 --> 00:27:54,222
Am I speaking to a stylist or a customer?
742
00:27:54,224 --> 00:27:56,057
To a stylist. I'm calling about...
743
00:27:56,059 --> 00:27:57,892
Is this an issue that
you've already called us for,
744
00:27:57,894 --> 00:27:59,327
or is there a new issue today?
745
00:27:59,329 --> 00:28:02,096
No, this is a new, random issue.
746
00:28:02,098 --> 00:28:05,300
She did kind of talk over
the stylist or customer.
747
00:28:05,302 --> 00:28:06,901
- Now, was this...
- So I'm just won...
748
00:28:06,903 --> 00:28:09,170
- I'm just wondering why...
- Okay, when did you place that date?
749
00:28:09,172 --> 00:28:10,305
I'm sorry?
750
00:28:10,307 --> 00:28:11,539
That's not gonna work.
751
00:28:12,842 --> 00:28:15,176
Give them a second to actually stop talking
752
00:28:15,178 --> 00:28:17,178
and just pause to see if
they're gonna say anything else.
753
00:28:17,180 --> 00:28:18,479
Okay.
754
00:28:18,481 --> 00:28:20,348
So get ready to answer... no, over there.
755
00:28:20,350 --> 00:28:21,416
Okay, you're done. You're on your own.
756
00:28:21,418 --> 00:28:23,117
Hello, thank you for calling Stella & Dot.
757
00:28:23,119 --> 00:28:24,485
This is Nicole.
758
00:28:24,487 --> 00:28:25,887
Um, my name's Shaneen.
759
00:28:25,889 --> 00:28:28,522
Okay, great, Shaneen.
How can I help you today?
760
00:28:28,524 --> 00:28:31,392
I had a customer that bought a Caddy Wrap.
761
00:28:31,394 --> 00:28:33,461
A couple of the beads fell out,
762
00:28:33,463 --> 00:28:37,498
and I tried to return it for her,
763
00:28:37,500 --> 00:28:39,267
but she hasn't received the email.
764
00:28:39,269 --> 00:28:42,837
I'm just wondering, can
you guide me through that
765
00:28:42,839 --> 00:28:46,040
- So...
- because I have two emails for her.
766
00:28:46,042 --> 00:28:48,776
Okay. Can you hold on just for a second?
767
00:28:48,778 --> 00:28:49,910
Sure.
768
00:28:49,912 --> 00:28:52,113
Tell her to go to My Business, My Contacts,
769
00:28:52,115 --> 00:28:53,848
- Okay.
- And then she's gonna
770
00:28:53,850 --> 00:28:55,249
look for that person,
771
00:28:55,251 --> 00:28:57,751
and then she's going to edit
their email address right there.
772
00:28:57,753 --> 00:29:01,489
- After the order.
- Exactly.
773
00:29:01,491 --> 00:29:02,857
Hi, Shaneen. I'm back.
774
00:29:02,859 --> 00:29:04,625
- Hi there.
- Here's what we're gonna do.
775
00:29:04,627 --> 00:29:06,427
You can go into My Business,
which is in your Lounge,
776
00:29:06,429 --> 00:29:09,730
under My Contacts.
777
00:29:09,732 --> 00:29:11,031
She was very on top of it.
778
00:29:11,033 --> 00:29:13,601
Everything that I told her,
I swear she had it stored,
779
00:29:13,603 --> 00:29:16,003
like she had been doing
this for Lord knows how long,
780
00:29:16,005 --> 00:29:17,905
and I was like "Okay,
that's pretty awesome."
781
00:29:17,907 --> 00:29:20,774
I'm so computer illiterate, I just... yeah.
782
00:29:20,776 --> 00:29:23,577
Okay, that sounds much easier than...
783
00:29:23,579 --> 00:29:24,678
Okay, thanks for calling, Shaneen.
784
00:29:24,680 --> 00:29:26,146
You handled that really
nicely when she said
785
00:29:26,148 --> 00:29:28,081
"Can I do it with you?"
You'll get that a lot,
786
00:29:28,083 --> 00:29:29,249
where they're like, "I don't
want to do the replacement.
787
00:29:29,251 --> 00:29:30,517
Can you just do it for me?"
788
00:29:30,519 --> 00:29:32,085
You are an independent
contractor as a stylist with
789
00:29:32,087 --> 00:29:35,155
Stella & Dot, so this is your business.
790
00:29:35,157 --> 00:29:39,393
I really like that Jade wants
to take the time right now
791
00:29:39,395 --> 00:29:41,928
to show other people how
to use the tools we provide
792
00:29:41,930 --> 00:29:43,730
because it is what's best for them.
793
00:29:43,732 --> 00:29:46,433
I definitely encourage my
stylists to be independent.
794
00:29:46,435 --> 00:29:47,901
I worried that being in a call center,
795
00:29:47,903 --> 00:29:49,403
I would have people screaming at me.
796
00:29:49,405 --> 00:29:50,436
but there was no one
screaming at me, no one...
797
00:29:50,438 --> 00:29:50,971
Oh, not today,
798
00:29:50,973 --> 00:29:53,774
but you do have... you
do have the escalations.
799
00:29:53,776 --> 00:29:55,409
But when it's a flat-out policy
800
00:29:55,411 --> 00:29:57,444
that we're not able to say yes to,
801
00:29:57,446 --> 00:29:58,745
sometimes there's a no.
802
00:29:58,747 --> 00:29:59,746
But you just have to kind
of give yourself a moment...
803
00:29:59,748 --> 00:30:01,214
How did you get so good at this?
804
00:30:01,216 --> 00:30:04,384
I think it's honestly easier
'cause I have babies, and so,
805
00:30:04,386 --> 00:30:05,385
I have to tell them no all the time!
806
00:30:05,387 --> 00:30:06,620
I have kids, too, yes.
807
00:30:06,622 --> 00:30:08,088
How old are your cute little kids?
808
00:30:08,090 --> 00:30:09,956
- Look at them. They're so adorable.
- Thank you.
809
00:30:09,958 --> 00:30:11,691
Okay, he will be five, in November,
810
00:30:11,693 --> 00:30:13,159
and she just turned three in May, so.
811
00:30:13,161 --> 00:30:15,362
Oh, I wish I had little kids like that.
812
00:30:15,364 --> 00:30:16,563
- I have big girls now.
- Do you?
813
00:30:16,565 --> 00:30:17,731
- Yeah, yeah.
- Nice.
814
00:30:17,733 --> 00:30:19,299
I'm 24, I started kind of young.
815
00:30:19,301 --> 00:30:20,934
Yeah.
816
00:30:20,936 --> 00:30:24,170
But I've been doing it by myself, since...
817
00:30:24,172 --> 00:30:26,740
hmm, my son was about six months.
818
00:30:26,742 --> 00:30:29,109
I was with their father. You
know, we got back together
819
00:30:29,111 --> 00:30:32,078
on and off, on and off,
and when I finally left,
820
00:30:32,080 --> 00:30:33,513
I found out I was
pregnant with my daughter.
821
00:30:33,515 --> 00:30:35,415
- Oh, wow.
- There's really no time
822
00:30:35,417 --> 00:30:37,317
to sit down and cry about it.
823
00:30:37,319 --> 00:30:39,252
I'm very, very grateful
for what I'm blessed with,
824
00:30:39,254 --> 00:30:40,320
- even though it's not...
- What a great attitude.
825
00:30:40,322 --> 00:30:42,388
Yeah, and you have to be that way,
826
00:30:42,390 --> 00:30:44,290
because I don't want my children to grow up
827
00:30:44,292 --> 00:30:48,328
in a home where I'm constantly worried,
828
00:30:48,330 --> 00:30:50,563
because that comes off on them, you know?
829
00:30:50,565 --> 00:30:52,198
I want them to enjoy their youth.
830
00:30:52,200 --> 00:30:53,533
I had to grow up really fast.
831
00:30:53,535 --> 00:30:56,636
I want to do something to make
my children proud, you know?
832
00:30:56,638 --> 00:31:00,840
But I hope I instill enough
in them that they're like,
833
00:31:00,842 --> 00:31:03,976
"My mom got through that,
so I know I can do it."
834
00:31:03,978 --> 00:31:05,144
And that's just my biggest goal.
835
00:31:05,146 --> 00:31:06,946
Well, I think your kids are gonna get that.
836
00:31:06,948 --> 00:31:07,980
That's for sure.
837
00:31:07,982 --> 00:31:08,981
Awesome.
838
00:31:08,983 --> 00:31:10,416
I am so impressed with Jade.
839
00:31:10,418 --> 00:31:13,219
She is like 24 going on 40.
840
00:31:13,221 --> 00:31:16,522
She has so much wisdom
and so much maturity,
841
00:31:16,524 --> 00:31:18,224
yet all that incredible energy.
842
00:31:18,226 --> 00:31:20,559
I can't wait to think about
843
00:31:20,561 --> 00:31:23,596
the ways that we can help
continue to develop her
844
00:31:23,598 --> 00:31:24,497
at Stella & Dot.
845
00:31:24,499 --> 00:31:25,831
I will... oop, you got a call.
846
00:31:25,833 --> 00:31:27,700
- Okay.
- Let's go ahead and get back to it.
847
00:31:27,702 --> 00:31:29,068
Okay, I'm ready.
848
00:31:31,338 --> 00:31:33,139
Coming up, the employees think
849
00:31:33,141 --> 00:31:35,040
they're going to decide
whether or not Nicole
850
00:31:35,042 --> 00:31:37,977
deserves to win money to start a business.
851
00:31:37,979 --> 00:31:41,447
How will they react when the
boss reveals her true identity?
852
00:31:41,449 --> 00:31:42,815
I was Nicole,
853
00:31:42,817 --> 00:31:46,418
but I'm Jessica, the CEO
and founder of Stella & Dot.
854
00:31:46,420 --> 00:31:49,455
- Oh, my god.
- I had no idea!
855
00:32:02,449 --> 00:32:06,552
Going undercover has been
an invaluable experience.
856
00:32:06,554 --> 00:32:09,388
On a day-to-day basis,
I'm so busy doing my job
857
00:32:09,390 --> 00:32:13,559
that it doesn't occur to me
how much we have team members
858
00:32:13,561 --> 00:32:16,195
who are going through
really challenging times.
859
00:32:16,197 --> 00:32:19,165
I don't take the time to really appreciate
860
00:32:19,167 --> 00:32:21,734
these incredible people within our company,
861
00:32:21,736 --> 00:32:24,904
and there's more to do.
862
00:32:28,341 --> 00:32:30,109
- Hi, Grace.
- Hi!
863
00:32:30,111 --> 00:32:34,280
So you're here to evaluate
Nicole, who you trained.
864
00:32:34,282 --> 00:32:35,381
Yeah.
865
00:32:35,383 --> 00:32:36,482
How do you think she did?
866
00:32:36,484 --> 00:32:40,452
You know, sometimes she dropped the pearls.
867
00:32:40,454 --> 00:32:42,154
She was really good.
868
00:32:42,156 --> 00:32:44,123
It was kind of weird how
good she was right away.
869
00:32:45,226 --> 00:32:46,191
Do I look familiar?
870
00:32:46,193 --> 00:32:47,993
Yeah, now.
871
00:32:47,995 --> 00:32:49,795
Are you Nicole?
872
00:32:49,797 --> 00:32:50,863
I was Nicole...
873
00:32:50,865 --> 00:32:53,232
That's incredible. I had no idea.
874
00:32:53,234 --> 00:32:56,768
But I'm Jessica, the CEO
and founder of Stella & Dot.
875
00:32:56,770 --> 00:32:58,437
Oh, my god, yeah.
876
00:32:58,439 --> 00:33:00,305
I had no idea!
877
00:33:00,307 --> 00:33:02,608
Have you seen the show Undercover Boss?
878
00:33:02,610 --> 00:33:03,642
Yeah.
879
00:33:03,644 --> 00:33:04,610
You're on it.
880
00:33:04,612 --> 00:33:06,411
Oh, my God!
881
00:33:06,413 --> 00:33:07,779
I know I look like a tomato right now.
882
00:33:07,781 --> 00:33:10,248
I can't help it.
883
00:33:10,250 --> 00:33:12,184
Grace, you are amazing at your job.
884
00:33:12,186 --> 00:33:13,552
I was blown away.
885
00:33:13,554 --> 00:33:15,721
It's less than $100,
three different lengths,
886
00:33:15,723 --> 00:33:17,222
so you get three different looks with it.
887
00:33:17,224 --> 00:33:19,091
Thank you. You can come back any time.
888
00:33:20,794 --> 00:33:23,528
I saw you in action, with this jewelry,
889
00:33:23,530 --> 00:33:26,765
but I wanted to give
you a very special piece.
890
00:33:26,767 --> 00:33:28,934
In addition to your initials, it says,
891
00:33:28,936 --> 00:33:30,969
"You're amazing. XO, Jessica."
892
00:33:30,971 --> 00:33:34,606
Thank you.
893
00:33:34,608 --> 00:33:38,209
I will wear this every day. I really will.
894
00:33:38,211 --> 00:33:39,511
I also want to send you
895
00:33:39,513 --> 00:33:41,680
to the spa for a day,
896
00:33:41,682 --> 00:33:45,417
so that you can unwind
and get your mind reset,
897
00:33:45,419 --> 00:33:47,686
so that you can take the
next step with your business,
898
00:33:47,688 --> 00:33:49,621
'cause I know you're gonna take it far.
899
00:33:49,623 --> 00:33:53,491
Well, I... I've learned from the best, and
900
00:33:53,493 --> 00:33:59,063
thank you for teaching me
that you can be a strong woman
901
00:33:59,065 --> 00:34:00,832
and powerful and have your own business
902
00:34:00,834 --> 00:34:02,567
but still not lose
903
00:34:02,569 --> 00:34:04,068
what makes you great about being a woman.
904
00:34:04,070 --> 00:34:05,303
That's right.
905
00:34:05,305 --> 00:34:08,106
When you shared with me
about losing your father
906
00:34:08,108 --> 00:34:10,942
at such a young age, and I think to myself
907
00:34:10,944 --> 00:34:14,979
how much my dad is my rock, I know that
908
00:34:14,981 --> 00:34:18,916
there's not enough love in the
world to replace what it's like
909
00:34:18,918 --> 00:34:21,319
for a daddy and a daughter.
910
00:34:21,321 --> 00:34:24,155
But I want you to know
how much you're loved.
911
00:34:24,157 --> 00:34:26,691
And appreciated.
912
00:34:26,693 --> 00:34:28,793
So on behalf of Stella & Dot,
913
00:34:28,795 --> 00:34:33,431
we're going to make a $10,000
donation to a cancer foundation.
914
00:34:34,800 --> 00:34:36,734
Thank you.
915
00:34:38,003 --> 00:34:40,605
The idea that one family
would not have to go through
916
00:34:40,607 --> 00:34:42,740
what we did is extraordinary,
917
00:34:42,742 --> 00:34:44,809
because of her generosity.
918
00:34:44,811 --> 00:34:46,343
- Thank you.
- Thank you.
919
00:34:46,345 --> 00:34:49,246
It's not every day that your CEO,
920
00:34:49,248 --> 00:34:51,682
you know, tells you that
they're really proud of you,
921
00:34:51,684 --> 00:34:55,986
and to realize that you are
cared for and appreciated,
922
00:34:55,988 --> 00:34:59,924
it's a beautiful gesture
and I'm so appreciative.
923
00:34:59,926 --> 00:35:01,192
Maria,
924
00:35:01,194 --> 00:35:02,927
you were extraordinary.
925
00:35:02,929 --> 00:35:05,830
- Thank you.
- The greatest part of going undercover
926
00:35:05,832 --> 00:35:08,265
at the Stella & Dot design
studio was seeing you work.
927
00:35:08,267 --> 00:35:10,801
- Thank you.
- I can't believe how good you are at this.
928
00:35:10,803 --> 00:35:12,469
You would never know from the drawing,
929
00:35:12,471 --> 00:35:13,470
to use those.
930
00:35:13,472 --> 00:35:15,339
Always, I put my idea into it.
931
00:35:15,341 --> 00:35:17,274
- You put your idea into it?
- Yes.
932
00:35:17,276 --> 00:35:19,810
You are such a talented artist.
933
00:35:19,812 --> 00:35:21,078
Thank you.
934
00:35:21,080 --> 00:35:23,814
Maria, everyone around you sees your talent
935
00:35:23,816 --> 00:35:25,883
and is so grateful for what you do,
936
00:35:25,885 --> 00:35:28,385
and we want to acknowledge
that by giving you
937
00:35:28,387 --> 00:35:29,920
a promotion and a big raise.
938
00:35:29,922 --> 00:35:31,922
Thank you. Thank you.
939
00:35:31,924 --> 00:35:34,258
You are now going to be a sample designer.
940
00:35:34,260 --> 00:35:35,859
Thank you so much.
941
00:35:35,861 --> 00:35:38,762
Thank you. That's, um...
942
00:35:38,764 --> 00:35:41,231
my... my dream.
943
00:35:41,233 --> 00:35:44,935
You do an amazing job putting
your mark on our design.
944
00:35:44,937 --> 00:35:47,137
- Thank you.
- And I know how much it means to you
945
00:35:47,139 --> 00:35:50,173
when you talk to me about Juan and Kate,
946
00:35:50,175 --> 00:35:51,441
and his dreams.
947
00:35:51,443 --> 00:35:54,344
Oh, my god. They have a lot of dreams.
948
00:35:54,346 --> 00:35:55,345
Like me.
949
00:35:55,347 --> 00:35:57,481
And Juan wants to be an architect.
950
00:35:57,483 --> 00:35:58,882
Architect.
951
00:35:58,884 --> 00:36:02,953
How would it feel to send
him to architect classes?
952
00:36:02,955 --> 00:36:05,255
Oh, my god, it's so... you know.
953
00:36:05,257 --> 00:36:09,693
We found one near your house
that we can enroll Juan in,
954
00:36:09,695 --> 00:36:11,161
and we'll pay for it.
955
00:36:11,163 --> 00:36:14,998
Thank you. Thank you so much.
956
00:36:15,000 --> 00:36:17,634
Well, what about Kate?
What would she like to do?
957
00:36:17,636 --> 00:36:19,569
She loves dance.
958
00:36:19,571 --> 00:36:22,305
- So does my little daughters.
- She's funny...
959
00:36:22,307 --> 00:36:24,107
We dance all the time together.
960
00:36:24,109 --> 00:36:26,843
Do you think she'd like
to go to dance lessons?
961
00:36:26,845 --> 00:36:27,877
Of course.
962
00:36:27,879 --> 00:36:29,646
I want to enroll Kate in
963
00:36:29,648 --> 00:36:31,614
a dance class near your home.
964
00:36:31,616 --> 00:36:32,849
and pay for her lessons.
965
00:36:32,851 --> 00:36:35,718
Thank you. Oh, my god.
966
00:36:38,355 --> 00:36:42,091
I know you talked about wanting
them to have their own rooms,
967
00:36:42,093 --> 00:36:44,060
wanting to be able to
make a nice home for them,
968
00:36:44,062 --> 00:36:45,528
and every mother wants that.
969
00:36:45,530 --> 00:36:47,997
I know you want to save for a house.
970
00:36:47,999 --> 00:36:50,199
- It's probably hard to do that...
- Yes.
971
00:36:50,201 --> 00:36:51,234
paying all the bills,
972
00:36:51,236 --> 00:36:53,436
- every month.
- Oh, my god, yeah.
973
00:36:53,438 --> 00:36:57,106
I want to pay your
family's rent for a year.
974
00:36:57,108 --> 00:36:58,574
Oh, my God.
975
00:36:58,576 --> 00:37:00,410
That $24,000
976
00:37:00,412 --> 00:37:03,446
is going to feel like a big step
towards saving for your home.
977
00:37:11,522 --> 00:37:13,322
Thank you.
978
00:37:13,324 --> 00:37:16,526
Thank you for helping.
979
00:37:18,328 --> 00:37:22,365
Jessica's my hero.
980
00:37:22,367 --> 00:37:24,166
Thank you so much.
981
00:37:24,168 --> 00:37:25,401
You know, when you are a mom,
982
00:37:25,403 --> 00:37:28,904
you want the very good
things for your kids,
983
00:37:28,906 --> 00:37:31,674
so my dreams is complete now.
984
00:37:31,676 --> 00:37:34,443
Just... I feel very happy.
985
00:37:35,178 --> 00:37:36,178
Tyler.
986
00:37:36,180 --> 00:37:37,646
- You were incredible.
- Thank you.
987
00:37:37,648 --> 00:37:39,315
You were such a sweet instructor,
988
00:37:39,317 --> 00:37:40,583
and you were good.
989
00:37:40,585 --> 00:37:41,750
You were really good.
990
00:37:41,752 --> 00:37:42,985
- Thank you so much.
- I thought I was a good picker.
991
00:37:42,987 --> 00:37:45,988
You roasted me.
992
00:37:45,990 --> 00:37:47,923
- Uh oh.
- Take your time.
993
00:37:49,393 --> 00:37:50,426
Come on...
994
00:37:50,428 --> 00:37:51,427
You know, I've been talking
995
00:37:51,429 --> 00:37:52,861
to your managers about you, Tyler,
996
00:37:52,863 --> 00:37:54,430
and what I heard
997
00:37:54,432 --> 00:37:58,534
was that you actually did
something very extraordinary
998
00:37:58,536 --> 00:38:01,303
for your co-workers
during the holiday season.
999
00:38:01,305 --> 00:38:04,506
Oh, yeah, I bought everybody
insoles for their shoes,
1000
00:38:04,508 --> 00:38:06,809
'cause I bought some for
myself and it really helps,
1001
00:38:06,811 --> 00:38:08,377
so I bought something
for my whole department,
1002
00:38:08,379 --> 00:38:09,878
try to help everybody out.
1003
00:38:09,880 --> 00:38:12,447
To hear your story, about how you were
1004
00:38:12,449 --> 00:38:15,450
financially struggling
before you had that job,
1005
00:38:15,452 --> 00:38:16,852
and then to get that job,
1006
00:38:16,854 --> 00:38:19,121
and what you do with your
paycheck is help other people,
1007
00:38:19,123 --> 00:38:20,689
it's extraordinary.
1008
00:38:20,691 --> 00:38:22,391
You inspired me.
1009
00:38:22,393 --> 00:38:24,326
So in honor of you every year,
1010
00:38:24,328 --> 00:38:26,261
on people's anniversary,
1011
00:38:26,263 --> 00:38:27,296
they're getting a new
pair of shoes after you.
1012
00:38:27,298 --> 00:38:29,631
Oh, my God.
1013
00:38:29,633 --> 00:38:32,134
They're gonna get... These
have really nice, cushy...
1014
00:38:32,136 --> 00:38:33,502
- Yeah, these are...
- Cushy feet!
1015
00:38:33,504 --> 00:38:35,871
These are my favorite color
too. They look so nice!
1016
00:38:35,873 --> 00:38:37,873
People would love it. People will love it.
1017
00:38:37,875 --> 00:38:40,175
That is so amazing, it really is.
1018
00:38:40,177 --> 00:38:43,145
Tyler, you do so much for other people.
1019
00:38:43,147 --> 00:38:46,381
So I want to give you $5,000,
1020
00:38:46,383 --> 00:38:47,382
so that you don't have to take
1021
00:38:47,384 --> 00:38:49,484
every overtime hour that comes your way.
1022
00:38:51,788 --> 00:38:54,656
Oh, my God.
1023
00:38:54,658 --> 00:38:57,859
That's so, so amazing. I mean, thank you.
1024
00:38:57,861 --> 00:39:00,328
I can't put into words
what this means to me.
1025
00:39:00,330 --> 00:39:02,530
- Can I have a hug?
- Yes!
1026
00:39:02,532 --> 00:39:04,532
Thank you so much.
1027
00:39:04,534 --> 00:39:07,669
You don't know how much it means to me.
1028
00:39:07,671 --> 00:39:10,739
I've been through a lot like this.
1029
00:39:10,741 --> 00:39:13,775
You have been through a lot.
1030
00:39:13,777 --> 00:39:17,512
You know, I heard you talk
about wanting to go to school.
1031
00:39:17,514 --> 00:39:18,646
Yeah.
1032
00:39:18,648 --> 00:39:19,714
What's your passion?
1033
00:39:19,716 --> 00:39:21,616
I was... I love psychology.
1034
00:39:21,618 --> 00:39:23,284
I just love to help people.
1035
00:39:23,286 --> 00:39:24,586
I can see that.
1036
00:39:24,588 --> 00:39:27,322
And I want to give you $20,000
to help toward your education.
1037
00:39:27,324 --> 00:39:28,923
Oh, my God.
1038
00:39:28,925 --> 00:39:32,126
My God, are you serious?
1039
00:39:32,128 --> 00:39:33,595
Thank you, thank you so much.
1040
00:39:33,597 --> 00:39:35,029
That means so much to me.
1041
00:39:35,031 --> 00:39:36,030
I'm going to make you proud.
1042
00:39:36,032 --> 00:39:38,800
I'm gonna do so well in school.
1043
00:39:38,802 --> 00:39:41,302
Thank you. Thank you so much.
1044
00:39:41,304 --> 00:39:43,304
I can't believe that.
1045
00:39:43,306 --> 00:39:47,074
She gave me $20,000 to help me
with school, which is amazing.
1046
00:39:47,076 --> 00:39:50,678
That's so much money. I can never even...
1047
00:39:50,680 --> 00:39:53,481
think about even seeing
that much money, you know?
1048
00:39:53,483 --> 00:39:55,883
Thank you so much. You are so generous.
1049
00:39:55,885 --> 00:39:58,452
You deserve it, Tyler.
1050
00:39:58,454 --> 00:39:59,587
- Thank you.
- I'm very proud.
1051
00:39:59,589 --> 00:40:00,921
Thank you so much.
1052
00:40:00,923 --> 00:40:03,257
I feel like I can go
anywhere I want to now.
1053
00:40:03,259 --> 00:40:06,327
If I set my mind on something,
I feel like I can achieve it.
1054
00:40:06,329 --> 00:40:08,029
Jade.
1055
00:40:08,031 --> 00:40:09,296
You were so good.
1056
00:40:09,298 --> 00:40:10,331
Thank you.
1057
00:40:10,333 --> 00:40:11,632
You were so patient.
1058
00:40:11,634 --> 00:40:13,234
Thank you for calling Stella & Dot.
1059
00:40:13,236 --> 00:40:14,568
So what's going on?
1060
00:40:14,570 --> 00:40:16,337
You were so kind.
1061
00:40:16,339 --> 00:40:18,072
And that's what it takes.
1062
00:40:18,074 --> 00:40:20,941
So I talked to your management team,
1063
00:40:20,943 --> 00:40:24,712
and we're very excited
to give you a promotion
1064
00:40:24,714 --> 00:40:26,147
to Lead Delight Associate.
1065
00:40:26,149 --> 00:40:28,716
No way! Oh, my God!
1066
00:40:28,718 --> 00:40:30,517
You're going to get a 20% raise.
1067
00:40:30,519 --> 00:40:32,052
No way!
1068
00:40:32,054 --> 00:40:33,487
Way.
1069
00:40:33,489 --> 00:40:35,289
Thank you.
1070
00:40:35,291 --> 00:40:36,523
Everyone around you
1071
00:40:36,525 --> 00:40:39,226
appreciates everything you do every day.
1072
00:40:39,228 --> 00:40:42,563
I can take care of my babies now.
1073
00:40:42,565 --> 00:40:43,964
You already do.
1074
00:40:43,966 --> 00:40:46,100
Oh, wow.
1075
00:40:46,102 --> 00:40:47,868
You're an extraordinary mother.
1076
00:40:47,870 --> 00:40:49,503
Thank you.
1077
00:40:49,505 --> 00:40:50,971
I really try.
1078
00:40:50,973 --> 00:40:54,007
I know that you've been
putting yourself through school.
1079
00:40:54,009 --> 00:40:55,309
You've been working.
1080
00:40:55,311 --> 00:40:56,777
You don't feel like you have a lot of time
1081
00:40:56,779 --> 00:40:58,445
to just spend with your kids.
1082
00:40:58,447 --> 00:40:59,479
Yeah.
1083
00:40:59,481 --> 00:41:01,281
How old is Leah? Is she three?
1084
00:41:01,283 --> 00:41:02,649
- Yeah.
- She's three?
1085
00:41:02,651 --> 00:41:05,786
You know, that was the age Charlie was when
1086
00:41:05,788 --> 00:41:08,021
I first took her to Disneyland.
1087
00:41:08,023 --> 00:41:09,923
One day.
1088
00:41:09,925 --> 00:41:12,826
That day might be sooner than you think.
1089
00:41:12,828 --> 00:41:16,897
I want to send you and
your kids and your parents
1090
00:41:16,899 --> 00:41:20,434
on a one-week, all expenses
paid trip to Disneyland.
1091
00:41:20,436 --> 00:41:22,903
You're also going to be paid
for work while you're there,
1092
00:41:22,905 --> 00:41:26,006
just spending time with
your incredible family.
1093
00:41:26,008 --> 00:41:27,340
They'll love it.
1094
00:41:27,342 --> 00:41:29,042
For sure.
1095
00:41:29,044 --> 00:41:30,610
Thank you.
1096
00:41:30,612 --> 00:41:33,613
You've been going since you were 18.
1097
00:41:33,615 --> 00:41:35,882
Yeah.
1098
00:41:35,884 --> 00:41:38,518
Gotta smile with the cards
that you're dealt with, though.
1099
00:41:38,520 --> 00:41:39,586
You know?
1100
00:41:39,588 --> 00:41:42,789
I want to deal you some better cards, Jade.
1101
00:41:42,791 --> 00:41:44,958
I want to give you $15,000...
1102
00:41:47,996 --> 00:41:51,397
To just take some of the weight off.
1103
00:41:51,399 --> 00:41:54,367
Thank you.
1104
00:41:54,369 --> 00:41:56,169
Thank you very much. Sorry.
1105
00:41:56,171 --> 00:41:58,338
I'm a big baby.
1106
00:41:58,340 --> 00:42:00,940
To be validated by Jessica Herrin,
1107
00:42:00,942 --> 00:42:02,508
I feel like it's a dream.
1108
00:42:02,510 --> 00:42:04,611
The promotion and raise means
1109
00:42:04,613 --> 00:42:07,180
I can take care of my children comfortably.
1110
00:42:11,685 --> 00:42:14,287
I am. Thank you.
1111
00:42:14,289 --> 00:42:15,521
Thank you.
1112
00:42:15,523 --> 00:42:18,291
It's a huge, life-changing moment.
1113
00:42:18,293 --> 00:42:20,293
Hard work pays off.
1114
00:42:53,609 --> 00:43:03,609
Sync and corrections by explosiveskull
www.addic7ed.com
82016
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