All language subtitles for Undercover.boss.S08E06.W4F.English-WWW.MY-SUBS.CO

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Tonight on Undercover Boss...

Hi, how's it going?

John Fuller,

president and CEO of
Coffee Bean & Tea Leaf...

This is what I did before.

Goes undercover for the second time.

- Hello, family.
- It's quite disturbing.

This former Johnny Rockets CEO...

Looks like a little
miniskirt on you.

Is ordering up a double shot

of Undercover Boss.

Toss it and start over.

You got to try to remember their order.

- Oh, crap.
- I have a few more other things.

I know. Sorry for taking so long.

- While undercover...
- Man, it's small in here.

He'll meet the people who keep

this company brewing.

Hey, Coffee Bean, we're
giving you free drinks today!

All right, people! Free drinks!

Thank you for choosing
Coffee Bean & Tea Leaf.

My name is Mick. How are you?

And what will happen
when one employee thinks

she knows his true identity?

Find out next on Undercover Boss.

Headquartered in Los
Angeles, California,

The Coffee Bean & Tea Leaf is one

of the largest coffee
chains in the world.

Can I do a regular Iced Americano?

With more than 1,000 locations,

15,000 employees,

and bringing in $500 million

in annual revenue, this
company sells high-quality

hot and cold beverages
around the globe.

Brewing up this coffee giant's

strong future is one man.

I'm John Fuller, president and CEO

of The Coffee Bean & Tea Leaf.

I first appeared on Undercover Boss

as president and CEO of Johnny Rockets.

The first time I went undercover,

it was an awesome experience.

Here you go, Tom. You want to take this?

Sure, absolutely. Here you go.

If it's frozen, you're gonna
throw it in the blender.

I really was able to empathize

with the employees and
just see the passion

and actually how difficult
their job really is.

Let me know if this is any good.

And it's hard, you know. You
stand on your feet all day.

But the best part about
it was what I learned.

And this isn't on the menu, right?

No, it's not. We submitted
some ideas to corporate.

- Did you ever hear back?
- No.

I learned so much that I'd be a fool

not to take advantage of this again.

Hi, how's it going?

I was with Johnny Rockets for 7 1/2 years.

I left the company a
little over a year ago

and joined The Coffee Bean & Tea Leaf.

The Coffee Bean & Tea
Leaf started in 1963

by a guy named Herbert Hyman.

Mr. Hyman would travel
around the world

to places like Colombia,

Costa Rica, Indonesia,

and he would notice that
the quality of the beans

that he was getting in
his coffee was something

that was missing here
in Southern California,

and so he opened up a
store in Brentwood in 1963.

We have about 1,100
stores now in 30 countries

and 14 states in the U.S.

The Coffee Bean & Tea
Leaf was the first

of the premium coffee
and tea retailers,

but since then, there's been
a ton of successful companies

that everyone's heard of,
from Starbucks to Peet's.

What differentiates us
from the competitors

is that we are not as
corporate as they are,

so we're still able to
have the approachability

of the neighborhood coffee store.

And I think that's a
competitive advantage for us.

The Coffee Bean & Tea Leaf

is best known for the Ice Blended.

It's a drink that was
created almost 30 years ago

and has been stolen by every
other competitor out there.

Large Caramel Ice Blended with fudge.

I'm just still waiting for the day

when Starbucks actually says

that they stole this idea from us.

Their Frappuccino is our Ice Blended.

So a lot has changed since the
last time I was undercover,

when I was a divorced
father, two girls,

and had a man cave.

Not only do I have a new job
and I now live in Burbank.

I also got married five years ago,

so my whole life is completely different.

Thank God I don't have braces anymore.

- That's a start.
- Yeah, yeah.

- You were brace face back then.
- So little.

And then, McKenna, you hadn't
had your growth spurt yet.

I was just... I was tiny. I was so small.

It's amazing what can happen in five years.

I know the disguise needs
to be a lot more radical

than it was on the first time I did this.

First time, I had a couple
people recognize me.

You look like the CEO of Johnny Rockets.

How you doing?

- I'm fine.
- Good.

This is what I did before.

You think we can make it where

- no one will recognize me?
- Yeah.

How long does this take?

- Around four hours.
- Oh, my gosh.

The Coffee Bean & Tea Leaf

has been around for over 50 years,

and so if we're gonna
see another 50 years,

we've got to really
kick-start the growth

above and beyond where we're at today.

The best way to do that, though,

is to make certain the
stores we have today

are operating as
efficiently as possible.

One of the best ways to try
to get the feel for that

is by going undercover and
experiencing it firsthand.

I'll be going undercover as
Mick from Phoenix, Arizona.

My employees will think

they're on a different reality show.

They will have no idea
it's really Undercover Boss.

You use Facebook more than I do.

Hello, family.

No! Oh, my God.

When I first went undercover,

I was a newly appointed
CEO of a company.

That undercover
experience allowed me

to learn things at
a much faster pace.

Or like this?

It's quite disturbing.

So being relatively new here,

I'm kind of going into
this with an open mind

and knowing I'm gonna learn a lot of things

I never thought I would have.

Bye, guys.

- Be careful out there, Dad.
- Bye.

Today I'm in Downey, California,

and I'm gonna get a chance to
work with the shift supervisor.

In order for our brand
to be successful,

we kind of have to
have the next line

of general managers getting groomed

and ready to assume new responsibilities

as we add new stores.

The shift supervisor is where we get

most of these people from.

Hi, I'm here for Deanna.

Yeah, that would be me.

Today I'm hoping to see how ready they are

for that next step in their career.

- My name is Deanna.
- Okay.

I am the shift supervisor,

and I oversee everything
when the manager's not here.

First thing we're gonna
do is, we're gonna put

- an apron on you.
- Okay.

- It's a little short, but...
- It's all right.

- Do you mind tying it for me?
- It kind of looks like

a little miniskirt on you, but it's okay.

It's all right.

All right.

Okay, so we're gonna do super basic.

- Okay?
- Okay.

We're just gonna make,
like, a Vanilla Latte.

- Okay.
- I'm gonna show you

how to do it, and then you're gonna do it.

- Okay.
- They only can be in here

for three minutes, 'cause we don't

want the customers waiting.

These are all little
cheat sheets that we have.

So, like, if we do forget,

all we have to do is look this up.

Just steam your milk first.

You're gonna put this under here like this.

You want to hear it wisp. Psss.

- All right.
- Keeps it nice and frothy.

So the temperature's, like, at 100.

Too cold. One, two.

- All right.
- Right here.

30 pounds of pressure.

Bam. Push this button.

The shot's only good for
18 seconds to 26 seconds.

They expire at 30. This is a Vanilla Latte.

So it has one shot of espresso.

- Okay.
- This is small.

Vanilla powder. And mix.

And pour it.

Okay, done. All right.

Like, right now, this is gonna
be a real order coming in.

Like the Vanilla Latte that I showed you...

- Yep.
- Except this is gonna be

in a larger cup with an extra shot.

- There you go.
- Okay.

So it's the same old thing here.

Wait, that's not on there right.

Yeah, put it on there right.

Okay.

And just the
12-ounce... or 16-ounce?

No, it'll be in the large one,

so it'll be the large one.

There you go. Now mix her up.

Yeah. Try not to touch all
that, because that's going in...

You don't want to touch all that.

Sorry it took so long. Have a good evening.

Hey, look, our board's getting full.

Oh, boy.

So right now, we're
gonna make a large chai.

Oh, three... three shots, okay.

Remember, you need to, like,

put the pedal to the metal. Let's go.

They are probably packing up

their car and their kids and leaving.

Time's ticking, buddy.

- Here you go.
- Thank you.

- Have a good evening.
- You got it, buddy?

- Okay, regular...
- Whoa, wait. Whoa, whoa.

Remember, these are
only good for 30 seconds.

- Toss it and start over.
- Ugh.

So it's gonna be with soy milk.

Are you sure this is the right one?

Yeah. Others are waiting, like, 20 minutes.

- So I whisk it now? Yes?
- Yes, start whisking.

So just add whip to it.

Yeah, the whipped cream

is somewhere around here, I'm sure.

Apologize. Sorry. First day.

Mick has people waiting.

I had to give out gift
cards to apologize

because he was crumbling.

- I'm just making your shots.
- Thank you.

I'm trying to get you
caught up here, buddy.

Yeah, it's a little too sweet.

All right. You can get another one.

Since you're a little bit behind here,

I'm gonna find something
else for you to do.

- Okay, please.
- Go ahead and go in the back.

And then I'll help you out in about a...

Give me a... let me get caught up here.

Making coffee and tea the right way

is so much harder than making
hamburgers at Johnny Rockets.

So this is our inventory sheet.

You're gonna look on the paper.

Okay, so this right here are powders.

This is where we keep our powder.

You just look on the side of the box,

and it'll tell you... vanilla.

Okay. Oh, that's helpful.

I want you to count them all.

- So you have two boxes...
- Okay.

And then how many bags are in this one?

So start counting up the powders.

And you have to be exact

because I won't know what to order.

Okay.

French vanilla.

They should put these things in order.

All right, Deanna, I do
have a quick question,

- if you don't mind.
- Yeah, sure.

It's a little confusing for me.

So this is hot chocolate,

and I don't see hot chocolate on here.

Even though it says "hot chocolate" on it,

- it's just chocolate.
- Oh, okay. So...

That's what we make hot chocolate with,

which we also make our mocha...

Okay, so it's just chocolate, then.

- Just chocolate.
- Okay. All right.

Our inventory process to
me seems somewhat archaic.

What frustrates me is,

the words on the box don't
match the words on the form.

So help me find Colombia light
on there, then, if you could.

Right there. That is Colombia light.

See, it doesn't say "light," though.

- It won't say "light."
- So how would I know?

As a CEO, I've always tried

to make things as simple as possible.

The way we do our inventory,
though, is far from simple,

and I'm gonna look into that

and see if we can be better at that.

How long have you worked here?

- I've worked here for 15 years.
- Okay, no wonder.

Okay, so that... so it's not like...

Yeah, so week one, you knew how to do this?

- No.
- Or week ten?

No, I walked into The Coffee Bean,

and I just said, "Look,
I've never had a job.

"I don't know too much.

"I had a bad drug habit a long time ago,

and I need some help to get on my feet."

I feel like Coffee Bean kind
of turned my whole life around.

- Ah.
- That's... where it

all began is right... 15 years...

Really, so someone gave
you a chance and then...

Somebody gave me a chance.

I mean, I dropped out
of school at tenth grade,

so I don't really have too much education.

- Uh-huh.
- So this is it for me.

Have you gone back? Can
you go back and get your...

- I could.
- Yeah.

- But I don't want to.
- How come?

'Cause I'd rather put all
my energy into my kids.

I'd rather them go off to college.

I have to do everything for them now,

'cause I was sick for a long time

and I took nine months off.

What's your si... is it...

Do you mind if I ask?

No, I still have liver cancer.

- Oh, my gosh.
- I mean, I'm still sick.

But I was also taking care of my dad

- that has colon cancer.
- Oh, my gosh.

So it was two of us being sick
at the same time, but I had to.

- Mm-hmm.
- But I had to take the time off

'cause I was just too sick to work.

- He passed away in May.
- Oh, sorry.

But I took care of him till the last day.

I think the best thing is,
I get up in the morning,

it's time to go to work.

And I'm doing something positive.

I'm gonna make somebody's day,

so that turns around and makes my day.

If I make one customer happy, good.

Deanna's a fighter. She's got heart.

And to have the strength
to come do what she does

ever day despite all the
things she's dealing with

is absolutely amazing.

She's a great shift supervisor and someone

who can continue to grow
and advance in our system.

So let's go out to the front.

- All right, let's do it.
- Okay.

Coming up...

Don't forget to add the powder in there.

Oh, crap, thank you.

Mick freezes up on the job.

Man, I'm making a mess for you. Ahh!

They're already out here waiting.

They're thinking you're slow already.

And later...

Sammy.

The boss faces an employee

with suspicions about
his true identity.

Welcome to The Coffee Bean & Tea Leaf.

So today I'm here in
Henderson, Nevada,

right on the outskirts of
Las Vegas, and I get to work

with the general manager
for special events.

As CEO, I'm always aware of brand awareness

and opportunities to
take advantage of that.

One of the best ways is
by going into communities

and taking part in special events.

So you go... on the very
back is all of our locations.

You go to any one you want and test us out.

Still being relatively
new to the company,

I'm really interested
to see how successful

this coffee truck
can be at this event

'cause I think there's gonna
be tremendous opportunities

going forward to do more of this.

Hey, is there a Chris back here?

- Hey, how's it going?
- Hey. Mick. How you doing, man?

Chris. Nice to meet you.
You want to come on in?

- Sure, let's do it.
- Hey.

- I'm ready.
- Oh, you're ready to go?

What are you gonna teach me?

We're gonna do some marketing today.

I'm a special events manager.

We have 15 locations in Las Vegas, Nevada,

but a lot of people don't even
know who The Coffee Bean are.

I don't know. Have you ever heard of us?

- I have. Yeah. Yeah.
- Okay, well, good, see?

That's one up on a lot of other people.

So what we do at the truck is,

we do a lot of nonprofit organizations.

We do events like this to get our name out

where you're giving 'em
drinks and things like that.

That's free. Once everybody tries us,

they never go back to
any other coffee shop.

When Mick first
walked up to my truck,

I was like, "Whoa, is this
guy gonna fit into my truck?"

I couldn't believe how big he was.

He looks like, you know, a retired

professional football player.

- Man, it's small in here.
- Yeah, that's what I said.

- Are you gonna fit?
- It's crowded.

All right, so what we're gonna do,

we're gonna do four drinks.

- Vanilla Blendeds...
- Okay.

- With coffee or without coffee.
- All right.

Or the Mocha Blended, with
coffee or without coffee.

- Okay, sweet.
- So grab a cup.

- All right, I can do this.
- Fill that up with ice.

And we're gonna do a coffee one,

so we're gonna do half milk,

half espresso extract.

Oh, I did too much.

- That's okay.
- All right.

A little extra flavor never hurt.

Okay, next, we're gonna
grab our coffee extract.

- And fill it to the top?
- No, to the line.

That goes into the blender.
Now I'll let you pick.

You want to try the
vanilla or the chocolate?

- Oh, we got to go chocolate.
- Well, there you go.

Yeah, that's good.

- Keep that closed.
- Okay.

As that's going,

I got my lids and such over here.

- Dude, you sweat a lot in here.
- Oh, yeah.

- And then...
- Top off. Into the cup.

Oh. Sorry.

Man, I'm making a mess for you.

That's okay. Hey, it happens.

That's what towels are for?

That's what towels are
for, and I tell people,

when you're not making a mess
you're not having any fun.

- Oh, okay. Good to know.
- See how it snaps on?

All right, are we doing
some whipped cream with it?

And some whipped cream.

You hand the drink out with the straw.

- Perfect.
- And also I have

some location cards

and that's good for one free drink.

It works out 'cause we have a store

which is right across the street,

so, A, if you like us so much,

go hit them up right across the street.

- Okay.
- How are we doing today?

- Hi.
- How's it going?

We're gonna have some pure vanillas

and pure chocolates
coming up here in a second.

He's making... we're making 'em right now.

Don't forget to add the powder in there.

Oh, crap. Thank you.

Are you having fun out here?

- Yeah.
- Yeah, good, good.

All right. And the extra
cups are right here.

Yup.

You're having a little
trouble with the lids.

These lids are gonna drive me crazy.

You don't want to hand out
drinks that are... you know.

Looking like crap?

Well, you know, stuff on the side.

Yeah, I know.

Oh, they're already out here waiting.

They're thinking you're slow already.

I know. I just want them to be happy.

Mick was having a hard time.

I think he was a little
nervous. He wanted to do well.

I think the biggest thing
Mick was struggling with was,

he was spilling it everywhere,

and he's a big guy,

so his hands is like two of my hands

trying to, you know, pick up a cup.

Ah, I knew that was gonna happen.

I tried to rush, and I don't like rushing.

All of The Coffee Bean locations.

Come by and check us out.

- The line's getting long.
- Get 'em all hyped up.

Hey, Coffee Bean, we're giving
you some free drinks today!

- Get 'em all hyped up.
- You want me doing that?

I want you doing that. Get
loud. I ain't scared of you.

All right, people!

Coffee Bean & Tea Leaf, free drinks!

Get over here!

Come and visit.

Now that it's standing up,

we're gonna have it pop out for you guys.

Chris' energy around
the guests was perfect.

I mean, it's that right
passion, that right energy.

Test us out.

- Can I get it?
- Yeah, there you go.

He knew how to keep
'em happy, motivated.

He had great interaction with them.

That's so important; that's what I look for

in people that work in our stores.

Here's two,

and then I got one more left.

Whoever yells loudest,

"I love Coffee Bean & Tea Leaf," gets it.

I love Coffee Bean & Tea Leaf!

All right, you win. You did it.

Yeah!

So how did you decide to do this?

Originally when I first moved to Las Vegas,

I was working for a toy store.

You know, I was talking to
my boss, and he was like,

"You know, I'm bringing this
new coffee concept to Nevada.

I think you would fit
perfect for what I'm doing."

How'd you meet him?

- He came into the toy store.
- Oh, really?

Okay, so he liked your
personality and all that?

Yeah, yeah. So I was
their original employee

that Coffee Bean hired, so I've been around

since everything, since day one.

- Okay, that's cool.
- And we moved up.

15 years later, I've been here.

I'm still doing it,
I'm gonna keep doing it.

Ah. So you like it? You
think you'll stay out here

- for a long time?
- Oh, I love Vegas.

You know, I grew up
with my dad in New York,

and I lived out there for about 19 years.

So I said, "You know what? I
spent 19 years with my dad."

- Yeah?
- "Let me move to Vegas

and spend some time with my mom."

My oldest sister lives in Jersey,

and then the other four
are out here in Vegas.

- So do you miss New York?
- I miss it a little bit.

But, you know, I go back in the holidays

to visit my family, so that's always nice.

What about, like, the
sports teams and all that?

Well, I'm coming up on 38 years old.

- Okay.
- In my life,

I've never seen a professional NFL game.

This past Christmas, I went
to New York, me and my dad,

and we got to watch the Buffalo Bills

- play the Dallas Cowboys.
- Oh, how cool is that?

I thought that was the best thing.

Family's important, and
that's what I'm about.

Man, I like it. Like, you have a better,

truer sense of yourself than most people.

The streets of New York, you learn quick.

Yeah, it's a good School
of Hard Knocks, yeah.

Our franchise here in Las Vegas
has done a lot of things right,

but certainly one of
the things they did right

was to hire a guy like Chris.

I am impressed with his ability
to interact with the people,

and Chris showed me that
a truck's a great idea.

Again, being involved
in the community,

I think, is so important,

and what a great way to do
it, so I really want to think

about how to get more trucks in activation.

- Thanks for coming.
- All right, man.

Hey, hey. Next event.

So you're off to the next gig?

My next event. We keep it rocking all day.

Today I'm here in
Riverside, California,

and today I will be working
with the general manager.

Enjoy.

As I continue to grow the business,

one of the areas of focus is
having more drive-throughs.

When you commit to
having drive-throughs,

speed of service is a
critical element of that,

and that's one of the things
I really want to monitor today.

There a Tatiana here?

- Yes.
- Hi, I'm Mick.

- Hi, how are you?
- Nice to meet you.

- How are you?
- Nice to meet you too.

I hear you're gonna be
the one teaching me stuff.

Oh, absolutely.

So, Mick, I'm the GM here.

I'm over every aspect of this business.

What do you want me to do?

Well, today I'm gonna be

teaching you the drive-through.

- Are you ready to learn?
- Cool. Yes, let's do it.

- All right, come on back.
- All right.

You're gonna get your own headphone.

Now, the drive-through
here is 85% of our business.

- 85%?
- We have to be fast.

We have to be efficient.

Want to make sure we're friendly,

but we want to make sure
we're giving genuine service.

- Got it.
- So this is our spiel.

- Oh, got it. Right.
- So I'm gonna do it.

And then I'm gonna have you do it

and let you go on your own.

Got it.

Thank you for choosing
Riverside Plaza Coffee Bean.

This is Tatiana. How can I help you today?

Can I get a regular Ice Blended,

half hazelnut, half white chocolate?

Okay, your total's gonna
be $5.89 at the window.

- Thank you.
- Thank you. Did you see that?

That was quick. And then someone else...

After you do that,
someone else around here...

They already started working on it.

- Okay, that's great.
- Okay?

Okay, so the next one's yours.

Okay.

Hi. Good morning. Thank you for choosing

The Coffee Bean & Tea Leaf Riverside Plaza.

My name is Mick. How's your day going?

Uh, I'm not sure it's working.

- Now.
- Thank you for choosing

The Coffee Bean & Tea Leaf Riverside Plaza.

My name is Mick. How's your day going?

- Medium pumpkin latte.
- Your total is $4.69.

Thank you. We'll see you at the window.

- Thank you.
- Okay.

Don't worry about rushing through it.

Okay. Good morning.

Thank you for choosing

The Coffee Bean & Tea Leaf Riverside Plaza.

My name is, uh, Mick.

How's your day going?

I want... I want to put my name down here

'cause I can see me saying,

"My name is Tawny," and
I would feel ridiculous.

You requested a large
sugar-free macchiato.

You got to be full of
energy, because remember,

whatever you're giving off,

that's what they're picking up off of you.

Hi, good morning. Thank you for choosing

The Coffee Bean & Tea Leaf Riverside Plaza.

Does it sound like I'm reading it?

A little bit. A little bit robotic.

I'll do a Blended Thai Tea, regular.

Blended Chai Tea, regular.

Wait, did you say "Thai" or "chai"?

- Chai.
- Uh, Thai, please.

Okay, chai.

Okay, I want you to pace yourself.

Okay. It's Iced Caramel, you said?

Yes.

Uh, and then I repeat the order?

Do I ask that on every single one,

cream, sugar, whip...

or do we wait and let them ask?

- Anything else?
- No, that would be it.

Thank you and we'll see you at the window.

Well, Mick, you're gonna be
putting these orders in...

- Throwing me in the pool?
- On your own now.

And then I'll be right over here

checking on other stuff.

- Okay, great.
- Okay?

Hi, good afternoon. Thank you...

Hi, good afternoon. Thank you for choosing

Coffee Bean & Tea Leaf Riverside Plaza.

My name is Mick. How are you?

The way Tatiana looks at me,

I'm really concerned she knows who I am.

Sammy.

I don't want to go in and
assume my cover's blown,

but I see her talking to the staff.

I just don't feel comfortable right now.

Welcome to The Coffee Bean
& Tea Leaf Riverside Plaza.

It's one thing if
Tatiana suspects it's me,

but if she starts telling everyone

and other locations find out,

I've got to stop this immediately.

I got to come up with something fast.

I see her talking to
the staff, whispering.

I kind of feel like she's
looking at me weird.

I wouldn't be surprised if she
knows that this is a disguise.

I got to fix this immediately.

So we're gonna do a
little bit more order...

Well, actually, I was gonna

- ask you something.
- Yes?

Can we go talk for just two minutes?

- Outside of here?
- Yes.

So we can get someone to cover for you?

Yes.

So, um, do you think I'm
somebody else, by chance?

'Cause I kind of heard you talking...

- Okay, okay.
- I heard you talking to people...

You did... you do favor
our CEO a little bit.

Okay, well, I am John Fuller.

I'm sorry for trying to trick you,

so it's actually Undercover Boss.

I did not know that part.

Oh, you didn't? Well, now you do.

- No, I didn't.
- Well, being the boss,

one of the reasons I did
this is to go undercover

so I can learn and be better as a CEO.

I want you to.

Okay, so now that you know who I am,

if you could be me for a
day or a week or a month,

what would you do different?

I do have a ton of ideas.

I really think that I would make sure

that our team feel like
we're taking care of them.

- Uh-huh.
- If they don't feel like

we care as a company,

they're not gonna give us the best them.

- Right.
- You know, I ran

- the Newport Beach location.
- Okay.

And I kept the same team
in there all that time.

How long have you been at this location?

For just a couple months.

So why'd you come here?

To get close to home

because I've been commuting for ten years.

You know, I put 240,000 miles on my car.

- Oh, my gosh.
- And I was running up

a $1,300 toll road bill every year.

All right, and how close
do you live to here?

To here, I live eight miles away.

But they just said,

"We're gonna just put you out here,

"and then when we open up something,

we're gonna put you in there,"

so they're moving me to Fontana somewhere.

How far away is Fontana from here?

It's about 22 to 25 miles.

But I have to get close to home.

You know, things have got kind of critical

toward these last couple of years

because my husband has renal failure.

- Oh, jeez.
- But his kidneys

actually failed 'cause he was

prescribed the wrong medication.

So I was working in Newport Beach,

and I got a call from my daughter.

She's like, "Daddy's getting
rushed to the hospital,

so come," so I ran out of my store.

You know, he could have literally died.

But thank God he didn't.

- Right.
- But that did, like,

change the whole dynamic
of our life, you know.

That's when I made up in my mind,

- I have to get close to home.
- Right.

Tatiana shared with me that her family life

really changed about a year ago.

Here's someone who has

all the reasons in
the world to relocate,

and we should be right
on that immediately.

The fact that our company
is so slow to act on it

and see if we can find her a better home

is really disappointing to me.

For me to get what I need to gain

from this undercover experience...

- Right.
- It's super important

that you protect my
secrecy and my identity.

Oh, yeah, we'll get it under wraps.

Well, thank you for talking to me.

- Thank you.
- Want to go back in?

- Yes.
- All right.

When I went undercover
at Johnny Rockets,

one of my biggest takeaways was that

taking care of our
people is the most

important thing you
could possibly do.

Good afternoon, okay?

Hi. Good afternoon. Thank you...

In my role as CEO,

I'm trying to change the culture in a place

where people are the first priority,

and things like I hear
about today from Tatiana

makes it seem like people
are not the first priority.

Certainly that's one of the things

I want to change immediately.

That was 100% better.

You did really good, okay?

Yeah.

Today I'm gonna be
working with a team member

in San Diego, California.

Our San Diego market does not
perform as well as others,

but this specific
location does pretty well.

Hi, is Jacob here?

And I want to see why that is.

- Mick. How you doing?
- Nice to meet you, Nick.

We're gonna teach you how to run

- our register today.
- Awesome.

We have four different screens.

We have hot drinks, cold drinks...

- All right.
- Food, and retail products.

- Okay.
- We have three main options.

A small, regular, and large drink.

Single or double shot of espresso

unless the customer asks differently.

So we got some people coming up right now.

How you guys doing today?

I'm in training, so sorry if I go slow.

You know what?

I'll just have espresso...
like, a macchiato.

Ask him if he wants a single or a double.

- You want a single or a double?
- Single.

- Single?
- Single shot.

- Okay, and macchiato?
- Uh-huh.

Your total is $4.68,

so go ahead and slide right there.

There you go.

- Thanks.
- Thank you.

For this order, you're
doing this on your own.

- I'm stepping back.
- All right.

Hi, we're getting...

This is one of the items we're getting.

- Okay, so...
- Scan that.

Is there a scanner?

Sorry.

How is this supposed to go?

- Go to bottled drinks.
- What's that?

- Bottled drinks.
- Oh, crap. All right.

I have a few more other things.

Let me know when you're ready.

I know. Sorry for taking so long.

Mick, when he was on the register,

he was really fumbling about.

So back to cold drinks.

- It's a hot drink.
- Oh, hot drink.

That's why I can't find it.

He seemed to get caught

in his own words too much

that he forgot what he was doing.

We want to make sure we're going

- and going and going.
- Okay, yeah.

- Hi.
- Retail product.

- Uh...
- Other way. Up.

I'm just gonna start
hitting a bunch of buttons

and see what happens.

You got to try to remember their order.

Okay. All right, thanks
for taking it easy on me.

Imagine if you were in here

and you were waiting for ten minutes.

For me, I'd... when walking out,

I'd go, "Wow, that was a long wait."

- Right.
- You can get coffee anywhere.

So we want to really make sure

that this is a place
they want to come back to.

- Yeah.
- So here we have

this thing right here
for making our coffee.

We have to brew these once every hour.

And then we also have all of our teas.

- We only have bag teas.
- Oh, you do?

And we only do one size for our hot teas.

If I was a tea drinker and I came here

and I was really looking for tea...

- Yeah?
- And it says

Coffee Bean & Tea Leaf, I would think

that they would have
something more traditional.

Really underrepresented in the tea world.

Seems like that's a ton of choices, still.

In the world of tea,

there is hundreds of
thousands of types of tea.

You're kidding me.

Each teas come from a different plant,

a different fermentation.

You have a loose leaf tea.

What that is, is a
proportional scoop per cup.

Like, here, we only bag teas.

Can't really do anything
for a small or large

other than recommend another tea bag.

You want us to add more water?

Right. Do you get people
asking you about it?

Yep. Coffee Bean doesn't really focus on...

They really leave out the tea aspect

of The Coffee Bean & Tea Leaf.

Jacob kind of said some
interesting things about tea,

and I know, as a system, we're about 15%

of our sales are tea,

but I've underestimated,
I think, how tea

is such a huge area of
growth potential for us,

and so I'm really gonna focus in

on growing our tea business.

We got four teas on our list.

We have Pacific Coast, Tropical Passion,

Orchard Peach, and Swedish Berries.

So we had somebody label
these tea pitchers for us.

What this has is the name of the tea.

This is all used for iced tea.

Oh, ice... okay.

So these are our teas right here.

Black tea, since it's so strong and thick,

it really has to take that five minutes

to fully diffuse in the water.

Herbal infusion will be at seven minutes

just because it's mixed with
fruits, pieces of plants,

while a green tea, it's a lighter tea,

it's easier to diffuse,

so it's gonna take three
minutes to get ready.

So let's go ahead and get
our Swedish Berries started.

- Okay, so...
- That is a herbal infusion tea,

so how long do you think
that's gonna go for?

- Seven minutes.
- Yep.

- Just drop it in?
- Yep, go ahead.

- All right.
- That's seven minutes.

We're done with that one for now.

That one's gonna brew on its own.

We can start filling up these other ones.

So we got a green, Orchard Peach,

and how long does green tea brew for?

- Three minutes.
- Three minutes, so you want

to go ahead and prepare this.

All right. Uh...

Start? No, wait.

No, just go ahead and hit the minute.

Add the minutes I want on there?

- Yep.
- Oh, wait.

That says minutes, but...

That's three minutes, right?

Yep, that is three minutes.

Okay, we're gonna do two of these?

- Yep. Go ahead.
- Yeah.

- And that's our teas.
- Okay. Done.

Should I stir that up?

No, we just pull 'em out.

Just pull it out.

You got to be fast about it, though,

because while you're doing
that, the tea's still brewing,

and if you wait too long, then that tea's

gonna be overbrewed and
it can taste different.

Mick needs to move
a little bit faster.

If he's not ready to serve up the tea,

the whole batch might go bad.

- Did you grow up here?
- No, I'm not from here.

- Where'd you grow up?
- Born in Indiana.

And your family... does
any of them live out here?

None of them live out here.

Most of them are in Indiana and Michigan.

So you don't have family at home, huh?

Nope, no family here.

Where do you live around here?
Do you live close by, or...

No, I live on the other side of San Diego.

It takes me about an hour
to get here in the mornings.

- Really?
- I take the buses.

- You do? Okay.
- Yep.

Right now, I don't have
a permanent address.

I'm sleeping on some
guy's living room floor

for $550 a month.

$550 a month? To sleep on a floor?

But, you know, it's better

than finding a park to
sleep in every night.

I've been homeless too. It's hard, and...

Really? Where, out here or in...

Yeah, out here.

I mean, I've had sprinklers.

I've had a cop tell me to go.

- Yeah.
- It gets tiring.

- I was very tired.
- Yeah. Yeah.

And that has long-lasting effects.

So you can't, like, rent a room

from other people for that amount?

I probably could, but the problem is,

I don't have a computer,
so it's harder to find it.

At the same time, I'm always working,

so I don't have the time
to go and track stuff down.

With two jobs, you really have to weigh

what you need against what you have.

For me, I'm getting offered

another dollar at Buffalo Wild Wings

if I'd be open just one more day a week.

- Really?
- Promised 28 hours.

And that... you know, it's probably

gonna interfere with
Coffee Bean & Tea Leaf.

I need at least a full-time equivalent.

I'm gonna keep working hard
until I get where I need to be.

- And sometimes that's...
- What do you want to be?

Do you know? Do you know
what that looks like yet?

Yeah, I would love to be
a linguistics professor.

- Really?
- I can speak four languages.

Which ones?

English, Spanish, Portuguese,

and American Sign Language.

Wow.

Working with people like Jacob,

it takes me back to six years ago

when I went undercover
for the first time,

and this just is exactly the reason

I wanted to do this again,

and with that kind of drive

and intelligence and passion

and commitment to doing the job right,

I can see why this location

is one of our best
performers in San Diego.

- Now, that one tastes right.
- Really? I nailed it?

- That one tastes good. Mm-hmm.
- Cheers.

Coming up...

- How you doing?
- Hi.

The boss reveals

his true identity to his employees.

- I'm Mick.
- Okay.

- But my name's not Mick either.
- Oh, my God.

How will they react?

You're on Undercover Boss.

Are you serious?

I'm really glad I undertook

this journey one more time.

Still being relatively
new to the company,

of course I have all kinds of ideas

of what I want to do,

but innovation isn't
always about new products.

It's about new ways to
take care of your people,

and I've relearned that
again every day this week.

- How you doing?
- Hi.

Do I look a little different?

- Very.
- Yeah?

- Very different.
- And how was Mick?

Um, very messy.

He did come in a little shaggy.

I think I've seen you somewhere before.

- Really? Have we met?
- I don't know.

I think so. Maybe.

- So I'm Mick.
- Okay.

But my name's not Mick either.

- What?
- My real name is John Fuller.

I'm our president and CEO of
The Coffee Bean & Tea Leaf.

- Oh, wow.
- Oh, my God.

So you're on Undercover Boss.

Are you serious?

You caught me off guard for that one.

Oh, my God. I feel embarrassed.

Don't be embarrassed.

Deanna, I learned some things.

That inventory sheet drove me crazy.

So help me find Colombia light
on there, then, if you could.

Right here. That is Colombia light.

See, it doesn't say "light," though.

- It won't say "light."
- So how would I know?

So if we automated it

and made it more kind
of today's technology,

do you think that would help?

Oh, absolutely. Absolutely.

So, um, you've had some health issues.

Yeah.

I know you're under so much pressure

with what you've had to deal with.

Well, I'm a single parent, you know,

so it's a little difficult, you know?

One of the things we want to do

so that you can create a
different path for yourself

and also try to create
a good, happy environment

for your kids is, we
want to give you $20,000

to help get you started with that.

- Are you serious?
- Absolutely.

That would...

That could pay off everything.

I can see... when you were telling me

you dropped out in the tenth grade,

I could hear the pain in your voice.

- It's embarrassing.
- And I don't want you

to have to have that anymore.

What I would like to
see you do for yourself

is get your high school diploma,

and we will fund whatever it takes

to go online to take
care of getting that done,

and I'm gonna have a graduation present

waiting for you of $10,000
once you complete your courses.

It's so embarrassing, but I thank you.

I tell my children, you know, go to school.

Education is everything.

In order to help you with that,

we're gonna set aside
$40,000 in a college fund,

$20,000 for each kid, so that
can help them on their way.

That would help them both so much.

I really thank you.

I feel like a huge weight
has been lifted off me.

I don't feel like I'm drowning.

Having my kids both
get to go to college,

it's a gift that I never thought

I'd be able to give 'em.

Thank you.

Coffee Bean saved my life twice.

Chris, you know, we're much more
than just giving away coffee.

You made it an experience.

You know, I left you alone in the truck.

I was like, "He's gonna make
a total mess in there and"...

And I did.

You're having a little
trouble with the lids.

Swear to God, these lids
are gonna drive me crazy.

You don't want to hand out
drinks that are... you know.

Looking like crap?

In order for The Coffee Bean & Tea Leaf

to be more successful, I want to get

more trucks out in the community,

and I'd like to ask you to
be part of a task force here

in the home office to help
us become great at this,

and I'd want to pay you
$5,000 if you agree to help us.

That sounds good to me. I appreciate it.

- Thank you very much.
- Yeah.

One of the things that is so touching

was hearing how you went

to your first NFL game with your father.

You mentioned how
important family is to you.

You have your mom here.

You have your brothers and sisters here.

It would be my pleasure to give you

and your family six tickets
to an upcoming Rams game.

We're gonna send a car for
you on the day before the game.

We'll put you up in a nice hotel,

take you out to a nice
dinner, and then the next day,

you go to the game together as a family.

That's great. Thank you very...
thank you very much for that.

- Wow.
- Sure.

This is gonna be a
great trip for everybody,

so I really appreciate it.

Thank you so much.

It's a great feeling.

All my hard work gets noticed,

so it shows other employees

that stuff like this can happen

and if you work hard, you do a great job

that good things happen.

My future looks brighter in
The Coffee Bean & Tea Leaf.

Tatiana, you're the greatest.

You were willing to be
open and honest with me,

which is rare for me, so I appreciate it.

I hope that was okay.

- It was fantastic.
- Okay.

I want to make sure that our team

feel like we're taking care of them.

- Uh-huh.
- If they don't feel like

we care as a company,

they're not gonna give us the best them.

I'm personally taking
this on to make certain

that we relook at how we recognize,

reward, promote, educate,

all things that have to do

with how we treat people to make certain

that we're a place that
everyone can be proud of.

Yeah, and make 'em feel good
about what they're doing.

Well, one of the things
I want to do for you

because of your loyalty is,

you said you wanted to move stores.

Yeah.

Where did you want to move to?

Downtown Riverside.

If I switched you there immediately,

would you like that?

- Uh, yes.
- Okay, done.

For sure?

- For sure.
- Okay.

One other thing I want to do for you,

if we were able to... acted on this sooner,

at a minimum, you would have saved

$1,300 a year in toll road fees,

so I want to give you $2,600
to at least offset the last...

- Are you serious?
- I'm pos... yes.

Oh, my God. Thank you so much.

So tell me about your car.

My car, Hercules, is a '06 Dodge Charger.

He has 235,000 miles.

What I'd like to do for you,

since of all the things you've done for us,

is, we would like to get you a new car,

make sure that you can get there.

Oh, John, for real? Serious?

Oh, my God.

I need that so bad.

Thank you so much.

This has changed my life.

I still don't understand how I'm even here.

Like, how did this happen?

I've just... I'm just thankful.

John is my guardian angel and hero today.

He saved the day for me.

Jacob, you care about what you do,

and just how you talked
about tea, it was such an...

like, a romanticized experience for you.

It wasn't just a product off the shelf.

In the world of tea,

there is hundreds of
thousands of types of tea.

You're kidding me.

Each teas come from a different plant,

a different fermentation.

You mentioned to me that we don't have

enough variety in the way we could do tea,

so I think you have some ideas

that might be able to help us

grow our share of tea as far as sales.

I want to send you

on an all-expenses-paid
trip to Sri Lanka...

- Really?
- To one of our tea farms.

And you're gonna learn
so much from this trip,

and I want you to come back

even smarter about tea than you are today,

'cause I think we can
learn some things from you.

That's... that's amazing.
Thank you very much.

I've always wanted to travel the world.

I always thought that would
be something really cool.

It's one of the reasons
why I love languages

and culture so much.

And going to see an actual
tea farm, that's really cool.

You shared with me your goals of being a...

- Linguistics professor.
- If you allow me,

I'd love to be your personal mentor

and maybe help you as you try
to navigate through colleges.

That... that sounds amazing.

You mentioned you don't have a computer.

- Yeah.
- And so by the time

you go home today, you're
gonna have a computer.

I... what?

Yeah, you're gonna get a laptop.

Th... thanks.

Another thing I would
like to do for you, Jacob,

I want to offer you a full-time job

here at The Coffee Bean & Tea Leaf.

Okay. One second.

Um...

You're serious about that?

- Yes, I am.
- Okay.

What we're gonna do for you

as long as you work for Coffee Bean,

over the next year, we will provide for you

a fully furnished apartment
with very close proximity

to your current location.

Okay.

I don't know if I mentioned it or not,

but I was homeless for a
while, and right now is...

So I'm paying $550 to
sleep on somebody's floor,

so that, like... that's...

That sounds like...

that sounds like the
deal of a lifetime to me.

Wow.

I never really thought that I was

anyone important; I
thought I was just there

to get the job done and go home,

and then the CEO does
something like this.

I don't know how I can be more grateful.

- Thank you very much.
- All right.

Getting a full-time job

and getting a place to live...

Oh, my God. I'm gonna have a bed.

There's so much stress

that's gonna be taken
off my shoulders.

This is definitely going to change my life.

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