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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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Oh, my God!
4
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Have posed as subjects on a fake show
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00:00:14,073 --> 00:00:16,707
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
their employees' lives forever.
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I've decided to invest around $3 million
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because of you.
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Thank you.
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00:00:35,628 --> 00:00:36,961
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 take the plunge
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is John Hartmann...
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Let's go.
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President and CEO
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00:00:55,414 --> 00:00:56,680
of True Value hardware,
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a nearly 100-year-old,
all-American company.
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Thank you, Mr. Gray.
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By joining his employees
on the front lines...
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00:01:04,357 --> 00:01:06,090
Well, let's get our hands
dirty and have some fun, Lewis.
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- Ready to go.
- I'm glad to have you here, man.
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This former FBI agent...
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Good afternoon, sir.
I'll be right with you.
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Investigates what's really
going on inside his company.
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Whoops.
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We're gonna smoke some cigarettes,
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we're gonna flirt with some women,
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and we're gonna sell some.
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I'm sorry. We're gonna do what?
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But how will this former special agent
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deal with an employee
who's way out of line?
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- Thanks.
- Yeah.
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- Nice meeting you.
- You too.
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Talented, to say the least.
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You know, hopefully get
a phone number out of it.
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I couldn't believe what I heard.
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- Do you have any questions?
- Doing all right.
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Doing all right? Yeah?
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What is he thinking?
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Mmm, my goodness.
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Scrumptious.
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Find out next on the season
premiere of Undercover Boss.
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- synced and corrected by chamallow -
- www.addic7ed.com -
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Headquartered in Chicago,
Illinois, True Value
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is one of the world's
largest hardware cooperatives.
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Thank you, Mr. Gray.
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With more than 4,500
independent retail locations
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across 58 countries
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and $2 billion a year in revenue,
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00:02:13,936 --> 00:02:16,503
this all-American company
is making a global impact
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by serving local communities.
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Building on this company's
nearly 100-year-old foundation
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is one man.
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00:02:23,312 --> 00:02:24,578
- How are you today?
- Real good.
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Excellent.
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My name is John Hartmann,
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00:02:26,949 --> 00:02:30,017
and I'm the president
and CEO of True Value.
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At True Value, we sell
hand tools, power tools,
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electrical and plumbing equipment,
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but also housewares,
lawn and garden, grills,
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and things that attract a
wide variety of consumers.
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True value's been around
for almost 100 years
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and is really part of
the fabric of America.
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The founder of True Value company
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was a gentleman named John Cotter,
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00:02:50,072 --> 00:02:53,974
and he started with his first
hardware store in the 1930s.
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Over the years, True Value grew
to approximately 4,500 stores
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in 58 countries
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00:03:01,083 --> 00:03:03,751
and is seen as an iconic
brand in the United States,
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00:03:03,753 --> 00:03:06,687
but over the last 25
years, the Big Box stores
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00:03:06,689 --> 00:03:09,223
have popped up around the United States...
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in fact, around the world.
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At the same time, online stores
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gained ground with the consumers.
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And this had a devastating impact
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on the individual mom and
pop local hardware store.
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So we're gonna highlight some
of the category refreshes, and...
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Competition is intense,
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00:03:25,207 --> 00:03:26,840
and it's never gonna get any easier.
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00:03:26,842 --> 00:03:30,110
Understanding the younger
generation of consumers
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00:03:30,112 --> 00:03:31,578
is critically important,
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because you can have a great store,
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but if you don't understand
what the consumer wants,
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you fail.
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It can't be granddaddy's
hardware store anymore.
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00:03:41,157 --> 00:03:42,957
I was the middle of three boys.
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I grew up in a very modest household...
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two working parents.
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I put myself through four years of college
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00:03:48,965 --> 00:03:50,731
and three years of law
school, and I did that
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00:03:50,733 --> 00:03:53,300
primarily through a
variety of part-time jobs.
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00:03:53,302 --> 00:03:55,536
I was the first kid in my
family to go to college,
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00:03:55,538 --> 00:03:57,905
so it was a unique experience.
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And then, one afternoon,
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two FBI agents knocked at my door.
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I didn't know if I was in trouble
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00:04:04,146 --> 00:04:05,846
or if it was...
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00:04:05,848 --> 00:04:07,748
If it was something good
that was about to happen.
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00:04:07,750 --> 00:04:11,418
But I was being recruited by the FBI.
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As an FBI agent, I had
a variety of assignments
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00:04:13,723 --> 00:04:17,191
from bank robbery to drug
dealing to violent crime,
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00:04:17,193 --> 00:04:19,660
and I had an undercover name and identity.
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A number of the investigations
that I was involved in
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resulted in people going
to prison for a long time.
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Having the opportunity to serve
the country as an FBI agent
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was incredibly special.
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I'm a pretty patriotic guy.
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But after ten years with the FBI,
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I made the decision to
go into corporate America.
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I worked at Home Depot
for about nine years,
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and prior to joining True Value,
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I had the opportunity to be the CEO
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of the market-leading
home improvement company
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in New Zealand.
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Guys, how you doing?
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- All right, John.
- How you doing, John?
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00:04:49,825 --> 00:04:51,692
I've been the president
and CEO of True Value
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since May of 2013.
129
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Tell me about the ladder.
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This is the werner podium ladder.
131
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No one's ever confused me
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as a person that's laid-back.
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I see we've got paint to the right here.
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00:05:00,302 --> 00:05:01,635
Is that due to the configuration?
135
00:05:01,637 --> 00:05:02,603
It really is.
136
00:05:02,605 --> 00:05:03,904
Ask any of my colleagues,
137
00:05:03,906 --> 00:05:06,306
ask my family, you'll get the same answer.
138
00:05:06,308 --> 00:05:08,675
- What are you gonna remember?
- Fall down, you get back up.
139
00:05:08,677 --> 00:05:10,077
All right.
140
00:05:10,079 --> 00:05:13,047
I have two great kids:
A 21-year-old daughter
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00:05:13,049 --> 00:05:15,015
who's a college student currently
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00:05:15,017 --> 00:05:18,318
and an almost 12-year-old
boy who's a avid athlete.
143
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My son and I enjoy riding
dirt bikes together.
144
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You can't get on that dirt
bike and not be focused
145
00:05:26,729 --> 00:05:27,861
because you're gonna wipe out,
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so it's really a great opportunity
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to completely unwind from work.
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Nailed it.
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Hi.
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How are you?
151
00:05:36,906 --> 00:05:38,005
So tell me, what are we doing?
152
00:05:38,007 --> 00:05:39,106
We're going long.
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Going undercover is a great opportunity
154
00:05:41,744 --> 00:05:44,411
because I'm relatively new as the CEO.
155
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I'm on this journey
156
00:05:45,514 --> 00:05:48,182
to slowly change the direction of the ship,
157
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but we've got a lot of work yet to go.
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We'll see how I do at airport security.
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00:05:52,855 --> 00:05:55,122
I'm going undercover as Lewis Lapresi,
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an older handyman who is
the subject of a reality show
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where he can win $250,000.
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Have you ever had a mustache?
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00:06:02,164 --> 00:06:03,864
I don't think I've ever had one that large.
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This is the perfect time
for me to go undercover.
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I want to make sure that we have
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a modern, relevant offer
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for the next generation of consumer
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and ultimately ensure that
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this homegrown American hardware story
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lives on for another generation.
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Well, those are interesting.
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It's been, you know,
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15 years since I went
undercover for the FBI,
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so it'll be fun to go undercover again.
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00:06:33,429 --> 00:06:35,662
I'm here in Boston, Massachusetts,
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00:06:35,664 --> 00:06:37,297
and today I'll be working
with a sales associate.
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Customer service is one of the
most critical differentiators
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for a True Value hardware store.
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We're not a Big Box like
Home Depot or Lowe's.
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This is a smaller, intimate setting
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where we can get really close
and personal with the customers.
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I'm looking for Brad.
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Oh, yeah. He's down there.
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Great, thanks. Hi, Brad?
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00:06:52,781 --> 00:06:54,348
- Hey, what's going on, man?
- I'm Lewis.
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00:06:54,350 --> 00:06:56,049
- Nice to meet you, Lewis.
- Nice to meet you.
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00:06:56,051 --> 00:06:58,018
- Welcome to True Value.
- Thank you very much.
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00:06:58,020 --> 00:06:59,686
My knowledge is your power, dude.
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We're here to win.
190
00:07:00,723 --> 00:07:02,122
- All right.
- So you know what?
191
00:07:02,124 --> 00:07:03,423
I'm gonna take you through a
normal day here at True Value.
192
00:07:03,425 --> 00:07:04,424
Fantastic.
193
00:07:04,426 --> 00:07:06,059
We're gonna smoke some cigarettes,
194
00:07:06,061 --> 00:07:07,461
we're gonna flirt with some women,
195
00:07:07,463 --> 00:07:09,396
and we're gonna sell some.
196
00:07:09,398 --> 00:07:11,098
I'm sorry. We're gonna do what?
197
00:07:11,100 --> 00:07:13,100
We're gonna sell everything
here in this store, man.
198
00:07:13,102 --> 00:07:15,402
- So let's do this, all right?
- Okay.
199
00:07:15,404 --> 00:07:19,239
My first impression of Lewis
is, he is a partyin' dude.
200
00:07:19,241 --> 00:07:21,675
I love the long hair. I love the flannel.
201
00:07:21,677 --> 00:07:22,976
Presentation is everything.
202
00:07:22,978 --> 00:07:25,212
He looks like he knows
what he's talking about.
203
00:07:25,214 --> 00:07:26,446
What do you need me to do?
204
00:07:26,448 --> 00:07:28,649
We want to make things
aesthetically pleasing.
205
00:07:28,651 --> 00:07:30,684
Stuff like this, we just straighten it out.
206
00:07:30,686 --> 00:07:32,686
Okay. You gonna help me out?
207
00:07:32,688 --> 00:07:34,755
No, actually, I'm gonna
tell you what you need to do.
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00:07:34,757 --> 00:07:35,722
Okay, that's fine.
209
00:07:35,724 --> 00:07:37,791
But, you know, it's a blessing
210
00:07:37,793 --> 00:07:40,928
that I have someone to
do my work for me today.
211
00:07:40,930 --> 00:07:42,296
First impressions of Brad...
212
00:07:42,298 --> 00:07:43,664
So you usually do this yourself?
213
00:07:43,666 --> 00:07:45,299
I usually do this myself...
214
00:07:45,301 --> 00:07:47,634
or at least I like to pretend I do.
215
00:07:47,636 --> 00:07:49,269
You know, he kind of shuffles his feet.
216
00:07:49,271 --> 00:07:50,437
He's a little bit lazy.
217
00:07:50,439 --> 00:07:52,172
Who are the primary customers of the store?
218
00:07:52,174 --> 00:07:54,341
Well, the primary ones for
me are the cute women, man.
219
00:07:54,343 --> 00:07:55,709
I want to get some phone numbers.
220
00:07:55,711 --> 00:07:56,710
I want... you know,
221
00:07:56,712 --> 00:07:58,011
I'm a single dude here in the city,
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00:07:58,013 --> 00:08:01,615
so those are the ones that
I take pride in helping.
223
00:08:01,617 --> 00:08:05,519
My first impressions of
Brad were not positive.
224
00:08:05,521 --> 00:08:06,653
Oh, here we go. Time out.
225
00:08:06,655 --> 00:08:10,123
Excuse me, miss. How can I help you?
226
00:08:10,125 --> 00:08:11,358
Hi. I'm looking for nails.
227
00:08:11,360 --> 00:08:12,526
You're looking for nails.
228
00:08:12,528 --> 00:08:13,827
Well, you're in the right place.
229
00:08:13,829 --> 00:08:15,495
For, like, hanging a picture.
230
00:08:15,497 --> 00:08:17,631
- Okay.
- Come with me.
231
00:08:17,633 --> 00:08:21,101
Pending on the way, we got
these little tacks here.
232
00:08:21,103 --> 00:08:23,570
Maybe like a value pack set would help.
233
00:08:23,572 --> 00:08:24,771
Okay. Great.
234
00:08:24,773 --> 00:08:25,772
Thank you for your help.
235
00:08:25,774 --> 00:08:26,773
Good luck with that.
236
00:08:26,775 --> 00:08:27,708
Any other questions?
237
00:08:27,710 --> 00:08:28,709
- That's it.
- All right.
238
00:08:28,711 --> 00:08:30,177
- All right, thanks.
- Yeah.
239
00:08:30,179 --> 00:08:32,346
- Nice meeting you.
- You too.
240
00:08:32,348 --> 00:08:33,880
That was great.
241
00:08:33,882 --> 00:08:34,982
Yeah.
242
00:08:34,984 --> 00:08:37,317
That's... that's what makes my day, buddy.
243
00:08:37,319 --> 00:08:38,986
That was really great customer service.
244
00:08:38,988 --> 00:08:40,654
For the most part. For the most part.
245
00:08:40,656 --> 00:08:42,823
I would have liked to see her
walk out with some more stuff
246
00:08:42,825 --> 00:08:44,725
or maybe have grabbed a number,
247
00:08:44,727 --> 00:08:46,660
but maybe I'm not her taste.
248
00:08:47,930 --> 00:08:49,363
So I'm thinking about Brad.
249
00:08:49,365 --> 00:08:51,732
I just can't quite figure
the guy out just yet.
250
00:08:51,734 --> 00:08:54,001
Yeah, I can do that all day.
251
00:08:54,003 --> 00:08:55,102
Selling products.
252
00:08:55,104 --> 00:08:57,170
Meeting good-looking people.
253
00:08:57,172 --> 00:08:59,539
You know, I hand out business
cards with my name on them.
254
00:08:59,541 --> 00:09:02,643
You get a lot of side work out
of a hardware store like this.
255
00:09:02,645 --> 00:09:04,711
You know, you get a cute, little old lady
256
00:09:04,713 --> 00:09:08,048
that doesn't know how to
put up a cabinet, guess what?
257
00:09:08,050 --> 00:09:09,816
I'm gonna be there after work,
258
00:09:09,818 --> 00:09:11,718
I'm gonna wear some tight-fitted clothes,
259
00:09:11,720 --> 00:09:13,854
and I'm gonna flex some
muscles a little bit.
260
00:09:13,856 --> 00:09:16,023
Got a little lady in
southie that I ended up
261
00:09:16,025 --> 00:09:17,824
installing some hammocks for...
262
00:09:17,826 --> 00:09:20,627
didn't end up leaving
those hammocks, you know?
263
00:09:20,629 --> 00:09:22,062
Stuff like that, you know?
264
00:09:22,064 --> 00:09:23,830
When Brad made those comments,
265
00:09:23,832 --> 00:09:25,632
I couldn't believe what I heard.
266
00:09:25,634 --> 00:09:27,534
I felt immediately that
that was inappropriate.
267
00:09:27,536 --> 00:09:29,970
Now, are you a cigarette smoker?
268
00:09:29,972 --> 00:09:32,339
- You puff down?
- No, I'm... I'm not a smoker.
269
00:09:32,341 --> 00:09:35,342
That's where we get the
best action, my friend.
270
00:09:35,344 --> 00:09:37,077
Choke one down, and, you know,
271
00:09:37,079 --> 00:09:39,046
hopefully get a phone number out of it.
272
00:09:39,048 --> 00:09:40,347
This is a hardware store.
273
00:09:40,349 --> 00:09:42,182
- Do you have any questions?
- Doing all right.
274
00:09:42,184 --> 00:09:44,084
Doing all right? Yeah?
275
00:09:44,086 --> 00:09:45,552
Well, if you need any help, we are here.
276
00:09:45,554 --> 00:09:48,055
In that moment, I was
feeling really uncomfortable.
277
00:09:48,057 --> 00:09:49,589
The customer didn't come to the store
278
00:09:49,591 --> 00:09:50,590
looking for a boyfriend.
279
00:09:50,592 --> 00:09:52,726
Mmm, my goodness.
280
00:09:52,728 --> 00:09:54,227
Scrumptious.
281
00:09:54,229 --> 00:09:55,495
What is he saying?
282
00:09:55,497 --> 00:09:56,763
What is he thinking?
283
00:09:56,765 --> 00:09:59,733
I was really concerned that
he was gonna do something
284
00:09:59,735 --> 00:10:01,635
that would require me
to take immediate action.
285
00:10:01,637 --> 00:10:03,270
Find everything all right? Yeah?
286
00:10:03,272 --> 00:10:04,471
Thank you.
287
00:10:04,473 --> 00:10:06,406
Looking right, looking tight.
288
00:10:16,925 --> 00:10:19,526
- You got any questions?
- Doing all right.
289
00:10:19,528 --> 00:10:21,795
Well, if you need any help, we are here.
290
00:10:21,797 --> 00:10:23,997
Mmm, my goodness.
291
00:10:23,999 --> 00:10:25,365
Scrumptious.
292
00:10:25,367 --> 00:10:27,334
When Brad made those comments,
293
00:10:27,336 --> 00:10:29,002
I couldn't believe what I heard.
294
00:10:29,004 --> 00:10:31,004
I felt immediately that
that was inappropriate.
295
00:10:31,006 --> 00:10:33,673
Our job as associates at True Value
296
00:10:33,675 --> 00:10:35,542
is to serve the customer.
297
00:10:35,544 --> 00:10:37,277
It's got nothing to do with dating.
298
00:10:37,279 --> 00:10:38,145
Excuse me? Hi.
299
00:10:38,147 --> 00:10:39,246
What's going on?
300
00:10:39,248 --> 00:10:40,447
I'm looking for a power drill.
301
00:10:40,449 --> 00:10:42,249
You're looking for a power drill.
302
00:10:42,251 --> 00:10:43,717
You are in the right place.
303
00:10:43,719 --> 00:10:44,751
Let me take you over there.
304
00:10:44,753 --> 00:10:45,819
I was really concerned...
305
00:10:45,821 --> 00:10:46,953
really concerned
306
00:10:46,955 --> 00:10:48,255
that he was gonna do something
307
00:10:48,257 --> 00:10:50,223
that would require me
to take immediate action.
308
00:10:50,225 --> 00:10:53,960
Now, I don't recommend a corded drill
309
00:10:53,962 --> 00:10:56,596
if you're putting together
some sort of piece of furniture,
310
00:10:56,598 --> 00:10:59,199
just because there's so
much strength with that,
311
00:10:59,201 --> 00:11:00,500
you could strip out your bolts.
312
00:11:00,502 --> 00:11:01,735
Okay.
313
00:11:01,737 --> 00:11:04,638
I'm preferable to one of
our battery-operated ones
314
00:11:04,640 --> 00:11:07,140
if you're gonna put
together something like that.
315
00:11:07,142 --> 00:11:09,242
Initially, Brad comes off as
316
00:11:09,244 --> 00:11:12,479
a bit of a lazy guy, but
then he's knowledgeable.
317
00:11:12,481 --> 00:11:13,713
He understands the products.
318
00:11:13,715 --> 00:11:15,148
You want me to grab you one of those?
319
00:11:15,150 --> 00:11:16,383
Great, yeah. Thank you very much.
320
00:11:16,385 --> 00:11:18,084
It's like I saw two different Brads,
321
00:11:18,086 --> 00:11:19,386
and I'm trying to figure him out.
322
00:11:19,388 --> 00:11:20,554
How long you been working here?
323
00:11:20,556 --> 00:11:22,489
I have been working here six months.
324
00:11:22,491 --> 00:11:24,491
I came to Boston with a goal in mind,
325
00:11:24,493 --> 00:11:26,226
and that was to make money and meet people.
326
00:11:26,228 --> 00:11:27,561
Do you have a plan?
327
00:11:27,563 --> 00:11:28,762
What's your... what's your plan?
328
00:11:28,764 --> 00:11:30,163
What do you want to do with yourself?
329
00:11:30,165 --> 00:11:31,665
Pfft, live and breathe, man.
330
00:11:31,667 --> 00:11:32,999
Live and breathe, you know?
331
00:11:33,001 --> 00:11:35,869
I'm... I went out to
school out in Western Mass
332
00:11:35,871 --> 00:11:39,206
where my college career
lasted about a month,
333
00:11:39,208 --> 00:11:41,308
and I had to limp back to the Cape
334
00:11:41,310 --> 00:11:44,544
to clear up some legal stuff.
335
00:11:44,546 --> 00:11:47,080
I'm a failed troublemaker.
336
00:11:47,082 --> 00:11:49,349
They wanted to put me
away for a little bit,
337
00:11:49,351 --> 00:11:51,117
so, you know, I tightened up,
338
00:11:51,119 --> 00:11:53,954
and I switched my game
over to Colorado, man.
339
00:11:53,956 --> 00:11:57,023
I do trail construction for Americorps.
340
00:11:57,025 --> 00:11:58,124
You know, I've gotten
341
00:11:58,126 --> 00:12:00,126
some pretty decent contracts through them
342
00:12:00,128 --> 00:12:02,295
in conservation work.
343
00:12:02,297 --> 00:12:02,972
That's pretty rewarding.
344
00:12:02,975 --> 00:12:04,131
It's pretty special to be able
345
00:12:04,133 --> 00:12:05,199
to work on that type of stuff.
346
00:12:05,201 --> 00:12:06,767
I just want to help everybody else out.
347
00:12:06,769 --> 00:12:07,901
'Cause you know what?
348
00:12:07,903 --> 00:12:09,436
That's what makes me sleep good at night.
349
00:12:09,438 --> 00:12:11,505
You know, maybe I don't
put enough maintenance
350
00:12:11,507 --> 00:12:14,541
into helping myself out,
351
00:12:14,543 --> 00:12:16,610
but I feel so much better
knowing that somebody else
352
00:12:16,612 --> 00:12:18,312
got something out of me, you know?
353
00:12:18,314 --> 00:12:21,114
It's... it's a good mission.
354
00:12:21,116 --> 00:12:23,016
You know, I was really glad
355
00:12:23,018 --> 00:12:25,485
that I was patient enough to hear Brad out
356
00:12:25,487 --> 00:12:26,520
and hear his whole story,
357
00:12:26,522 --> 00:12:27,988
because on the one hand,
358
00:12:27,990 --> 00:12:31,058
he displays these incredibly
positive characteristics.
359
00:12:31,060 --> 00:12:32,059
He knows the products.
360
00:12:32,061 --> 00:12:33,126
But then on the other hand,
361
00:12:33,128 --> 00:12:35,729
he talks about womanizing in the store.
362
00:12:35,731 --> 00:12:38,031
You know, that kind of
behavior is unacceptable.
363
00:12:38,033 --> 00:12:39,366
Let's go help out some customers.
364
00:12:39,368 --> 00:12:40,634
- All right?
- You got it.
365
00:12:40,636 --> 00:12:42,402
It's a real struggle to figure out
366
00:12:42,404 --> 00:12:44,371
if this is a guy we should keep around.
367
00:12:49,345 --> 00:12:51,945
Today I'm at one of True
Value's 13 distribution centers
368
00:12:51,947 --> 00:12:54,248
in Springfield, Oregon, and I'll be working
369
00:12:54,250 --> 00:12:56,383
with an inbound stocking
and receiving associate.
370
00:12:57,386 --> 00:12:58,719
I'm here today to understand
371
00:12:58,721 --> 00:13:01,421
if we're doing everything
as efficiently as possible
372
00:13:01,423 --> 00:13:03,624
and if there's anything
else that we can improve on.
373
00:13:03,626 --> 00:13:04,858
Hi, I'm looking for Terrell.
374
00:13:04,860 --> 00:13:06,193
Hey, what up? You found him.
375
00:13:06,195 --> 00:13:08,095
All right, great. I'm Lewis.
376
00:13:08,097 --> 00:13:09,429
Welcome to True Value.
377
00:13:09,431 --> 00:13:12,766
Today we're gonna be doing
some bulk stock and receiving.
378
00:13:12,768 --> 00:13:14,968
We're receiving everything we ordered,
379
00:13:14,970 --> 00:13:16,603
and we're putting them on our shelves.
380
00:13:16,605 --> 00:13:18,639
So this is what we gonna be working with.
381
00:13:18,641 --> 00:13:19,740
That's our scanner.
382
00:13:19,742 --> 00:13:22,342
It's gonna tell you where everything go.
383
00:13:22,344 --> 00:13:23,710
These right here... UPCs...
384
00:13:23,712 --> 00:13:25,445
you got to scan them.
385
00:13:25,447 --> 00:13:26,913
There we go.
386
00:13:26,915 --> 00:13:27,914
All right, so look.
387
00:13:27,916 --> 00:13:29,516
Right now it's asking for five boxes.
388
00:13:29,518 --> 00:13:32,419
This right here... BF-39-OB...
389
00:13:32,421 --> 00:13:33,854
is gonna be our location,
390
00:13:33,856 --> 00:13:37,124
so we're gonna take all of that
to our location and put it away.
391
00:13:37,126 --> 00:13:38,792
- All right, perfect.
- You know what I mean?
392
00:13:38,794 --> 00:13:40,594
We gonna be on these forklifts right here.
393
00:13:40,596 --> 00:13:42,362
Right here are the controls.
394
00:13:42,364 --> 00:13:43,530
You got your horn.
395
00:13:43,532 --> 00:13:45,599
- Up, down, left, right.
- Brakes?
396
00:13:45,601 --> 00:13:47,100
Once you take your foot off the pedal,
397
00:13:47,102 --> 00:13:48,068
everything stops.
398
00:13:48,070 --> 00:13:50,137
- Got it.
- Check the steering line.
399
00:13:50,139 --> 00:13:52,005
All right, let's do it.
400
00:13:52,007 --> 00:13:54,141
So we're gonna pick
this up on our forklift.
401
00:13:54,143 --> 00:13:57,644
- We're gonna take all those?
- Yeah, I want you to pick it up.
402
00:14:02,551 --> 00:14:03,583
Good job.
403
00:14:05,421 --> 00:14:07,220
- Follow me.
- All right, Terrell. Here we go.
404
00:14:07,222 --> 00:14:10,791
Let's get this party started.
405
00:14:14,063 --> 00:14:15,962
It gets a little sketchy, huh?
406
00:14:15,964 --> 00:14:16,963
Yeah.
407
00:14:19,935 --> 00:14:22,502
Let's do... we on the company time.
408
00:14:22,504 --> 00:14:25,138
Where is the sense of urgency?
409
00:14:27,476 --> 00:14:29,509
Lewis has to get his speed up.
410
00:14:29,511 --> 00:14:33,013
Just because you're old does
not mean you got an excuse
411
00:14:33,015 --> 00:14:35,349
or a pass to go slow.
412
00:14:35,351 --> 00:14:37,951
- 39-OB is what you looking for.
- 39-OB?
413
00:14:37,953 --> 00:14:39,720
Yeah, it's like a library.
414
00:14:39,722 --> 00:14:41,621
- Okay.
- BF-39-OB.
415
00:14:41,623 --> 00:14:43,156
All right.
416
00:14:43,158 --> 00:14:44,191
What's it like working here?
417
00:14:44,193 --> 00:14:45,592
- You enjoy it? You like it?
- I love it.
418
00:14:45,594 --> 00:14:47,361
It's the best job I've ever had.
419
00:14:47,363 --> 00:14:48,762
I like the warehouse settings.
420
00:14:48,764 --> 00:14:50,263
Let me tell you this too.
421
00:14:50,265 --> 00:14:53,033
Say, for instance, right now
you're working at 100% pace.
422
00:14:53,035 --> 00:14:56,503
If you pick it up, every
5% they're gonna throw in
423
00:14:56,505 --> 00:14:57,904
a extra quarter on that hour.
424
00:14:57,906 --> 00:14:59,606
- If you want the money...
- It's an incentive.
425
00:14:59,608 --> 00:15:01,041
Pick it up, yup. There you go.
426
00:15:01,043 --> 00:15:02,342
All right. That's five.
427
00:15:02,344 --> 00:15:04,311
Okay, and that's five. That's perfect.
428
00:15:05,514 --> 00:15:08,348
Oh, this other user.
429
00:15:08,350 --> 00:15:09,850
That means someone else
has been working on this.
430
00:15:09,852 --> 00:15:11,351
Somebody's already received it in?
431
00:15:11,353 --> 00:15:12,686
Somebody's already received it in.
432
00:15:12,688 --> 00:15:13,820
So if someone starts it,
433
00:15:13,822 --> 00:15:14,855
they have to put that away?
434
00:15:14,857 --> 00:15:15,856
They have to.
435
00:15:15,858 --> 00:15:17,057
How often does that happen?
436
00:15:17,059 --> 00:15:20,193
I don't know. Probably three times a day.
437
00:15:20,195 --> 00:15:21,895
I usually will get a hold of my supervisor.
438
00:15:21,897 --> 00:15:23,263
I'll let him know what's going on.
439
00:15:23,265 --> 00:15:25,465
It was very frustrating
because it slowed us down.
440
00:15:25,467 --> 00:15:28,201
Roger Donovan, call me at 109.
441
00:15:28,203 --> 00:15:29,636
The faster he goes,
442
00:15:29,638 --> 00:15:31,138
the better it is for the company,
443
00:15:31,140 --> 00:15:32,572
the better it is for his own pay.
444
00:15:32,574 --> 00:15:34,307
So we want to be able
to empower these people
445
00:15:34,309 --> 00:15:35,675
to go as fast as they can.
446
00:15:35,677 --> 00:15:37,978
So I'd really like to talk
to the ops manager about,
447
00:15:37,980 --> 00:15:40,881
is there anything we can
do to improve that process?
448
00:15:40,883 --> 00:15:43,417
250,000? What you gonna do with that?
449
00:15:43,419 --> 00:15:46,019
Get my own place. Been
renting my whole life.
450
00:15:46,021 --> 00:15:47,254
I thought about it.
451
00:15:47,256 --> 00:15:50,991
I mean, if I wouldn't have
screwed up my credit...
452
00:15:50,993 --> 00:15:52,325
What happened to your credit?
453
00:15:52,327 --> 00:15:54,227
My driving tickets.
454
00:15:54,229 --> 00:15:55,595
What'd you get them for?
455
00:15:55,597 --> 00:15:57,798
Reckless driving.
456
00:15:57,800 --> 00:16:01,134
Everybody here drive to work,
and I ride my bike and walk.
457
00:16:01,136 --> 00:16:02,135
- We good?
- Yep.
458
00:16:02,137 --> 00:16:03,270
- All right, cool.
- Thank you.
459
00:16:03,272 --> 00:16:04,938
You sure drive your forklift carefully.
460
00:16:04,940 --> 00:16:06,573
Why don't you drive your car carefully?
461
00:16:06,575 --> 00:16:07,574
Well, I was young and dumb.
462
00:16:07,576 --> 00:16:08,608
Ah, I got it.
463
00:16:09,678 --> 00:16:11,111
- Boom, we got action.
- All right, we're in.
464
00:16:11,113 --> 00:16:14,481
They asking for six. BE-44-1D.
465
00:16:14,483 --> 00:16:15,482
All right?
466
00:16:17,786 --> 00:16:20,821
Perfect. That's gonna be right here.
467
00:16:21,790 --> 00:16:24,024
All the way down to 54.
468
00:16:24,026 --> 00:16:25,492
That's cool, Lewis.
469
00:16:25,494 --> 00:16:26,526
I just want to let you know,
470
00:16:26,528 --> 00:16:27,694
I would've had these pallets done.
471
00:16:27,696 --> 00:16:29,896
I can see how fast you are.
472
00:16:29,898 --> 00:16:31,097
Get it done.
473
00:16:31,099 --> 00:16:32,599
All right.
474
00:16:32,601 --> 00:16:34,134
- Time for a break.
- All right.
475
00:16:35,904 --> 00:16:38,338
- Dirty job, huh?
- I got some dirt on me?
476
00:16:38,340 --> 00:16:39,873
Oh, yeah, you got some dirt on you.
477
00:16:39,875 --> 00:16:41,107
This usually my spot.
478
00:16:41,109 --> 00:16:42,175
This is your spot?
479
00:16:42,177 --> 00:16:43,710
- This my area.
- It's a nice spot.
480
00:16:43,712 --> 00:16:44,678
Where'd you grow up?
481
00:16:44,680 --> 00:16:46,413
Bay area. Berkeley, California.
482
00:16:46,415 --> 00:16:47,614
What'd your mom do?
483
00:16:47,616 --> 00:16:49,115
She's a truck driver.
484
00:16:49,117 --> 00:16:50,550
Do you have brothers or sisters?
485
00:16:50,552 --> 00:16:51,918
Uh, yeah, I got a sister.
486
00:16:51,920 --> 00:16:53,720
She's 23.
487
00:16:53,722 --> 00:16:56,089
My little brother, he's 11 years old.
488
00:16:56,091 --> 00:16:57,357
Your dad? Where's your dad?
489
00:16:57,359 --> 00:16:58,492
My step-dad,
490
00:16:58,494 --> 00:17:02,195
which is my little
brother's biological dad,
491
00:17:02,197 --> 00:17:05,599
he... he got murdered in 2008.
492
00:17:06,201 --> 00:17:07,133
In 2008.
493
00:17:07,135 --> 00:17:09,102
- Your step-dad did?
- Yeah.
494
00:17:09,104 --> 00:17:11,805
And he's like my real dad.
495
00:17:11,807 --> 00:17:13,240
- I mean, he's just not blood.
- Yeah.
496
00:17:13,242 --> 00:17:14,708
Blood couldn't make us any stronger
497
00:17:14,710 --> 00:17:15,642
is what I'm trying to say.
498
00:17:15,644 --> 00:17:16,710
- But he raised you.
- Yeah.
499
00:17:16,712 --> 00:17:18,144
Since I was nine years old.
500
00:17:18,146 --> 00:17:20,347
So I get a little choked up.
501
00:17:20,349 --> 00:17:22,682
What happened?
502
00:17:22,684 --> 00:17:25,085
But... I don't know.
503
00:17:25,087 --> 00:17:27,954
Um...
504
00:17:27,956 --> 00:17:31,358
Damn, bro.
505
00:17:31,360 --> 00:17:34,861
When my dad died, it happened
right in front of the house.
506
00:17:34,863 --> 00:17:35,962
Really?
507
00:17:35,964 --> 00:17:38,098
And then it was like... I was out of work,
508
00:17:38,100 --> 00:17:40,000
no father, no nothing.
509
00:17:40,002 --> 00:17:41,001
Was, like, kind of lost.
510
00:17:41,003 --> 00:17:42,702
Didn't know really what to do.
511
00:17:42,704 --> 00:17:45,805
I came to work, and I grew up.
512
00:17:45,807 --> 00:17:49,910
And I had my first daughter... my only.
513
00:17:50,712 --> 00:17:52,012
You must be pretty proud of that.
514
00:17:52,014 --> 00:17:52,979
Hell, yeah. I love her.
515
00:17:52,981 --> 00:17:55,582
- Yeah?
- Yeah.
516
00:17:55,584 --> 00:17:57,484
It sounds like you got
your head screwed on now.
517
00:17:57,486 --> 00:17:59,786
- Yeah.
- What's your passion?
518
00:17:59,788 --> 00:18:03,423
Thinking realistically, like,
I would go back to school.
519
00:18:03,425 --> 00:18:04,424
What would you take?
520
00:18:04,426 --> 00:18:05,659
I would do criminal justice...
521
00:18:05,661 --> 00:18:06,693
juvenile criminal justice.
522
00:18:06,695 --> 00:18:08,061
- Really?
- Yeah.
523
00:18:08,063 --> 00:18:09,262
Because I been there.
524
00:18:09,264 --> 00:18:10,497
I been in them steps.
525
00:18:10,499 --> 00:18:11,731
But you made it through.
526
00:18:11,733 --> 00:18:12,799
Yeah.
527
00:18:12,801 --> 00:18:14,534
I had an amazing day today.
528
00:18:14,536 --> 00:18:16,570
One word: Terrell.
529
00:18:16,572 --> 00:18:18,338
He's a very special young man.
530
00:18:18,340 --> 00:18:20,307
In my first career as an FBI agent,
531
00:18:20,309 --> 00:18:23,443
I heard and saw stories
like this all the time...
532
00:18:23,445 --> 00:18:25,278
horribly violent circumstances,
533
00:18:25,280 --> 00:18:28,682
the inability to break out of that.
534
00:18:28,684 --> 00:18:30,216
You've come a long way in...
535
00:18:30,218 --> 00:18:31,985
That's what they say,
but I don't really see it.
536
00:18:31,987 --> 00:18:33,920
Well, maybe you ought to take
a little credit for yourself.
537
00:18:33,922 --> 00:18:36,156
That's what makes
Terrell's story so special,
538
00:18:36,158 --> 00:18:38,358
because having the presence of mind
539
00:18:38,360 --> 00:18:40,627
to extract himself from that environment
540
00:18:40,629 --> 00:18:42,862
and then seek a really good job...
541
00:18:42,864 --> 00:18:44,698
I mean, it's just miraculous.
542
00:18:44,700 --> 00:18:46,666
Enough about me. Let's
get back to that action.
543
00:18:46,668 --> 00:18:47,734
All right, man. Let's go.
544
00:18:47,736 --> 00:18:49,135
Teach me some more.
545
00:18:49,137 --> 00:18:50,103
You teach me.
546
00:18:50,105 --> 00:18:51,438
I'm trying to be a entrepreneur.
547
00:18:55,133 --> 00:18:56,265
How are you today, sir?
548
00:18:56,267 --> 00:18:59,001
Coming up. Even the boss's FBI training
549
00:18:59,003 --> 00:19:00,202
can't prepare him for...
550
00:19:00,204 --> 00:19:01,303
Oh, that didn't work.
551
00:19:01,305 --> 00:19:02,838
Working the register.
552
00:19:02,840 --> 00:19:06,342
So it was $10? That doesn't make sense.
553
00:19:07,412 --> 00:19:08,577
And later...
554
00:19:08,579 --> 00:19:09,612
Can I be blunt with you?
555
00:19:09,614 --> 00:19:10,913
I would appreciate it.
556
00:19:10,915 --> 00:19:12,648
John confronts Brad.
557
00:19:12,650 --> 00:19:15,484
A hardware store is not the
place where you pick up girls.
558
00:19:15,486 --> 00:19:17,920
Rough.
559
00:19:29,772 --> 00:19:32,139
I'm working today in
Pittsfield, Massachusetts
560
00:19:32,141 --> 00:19:34,241
at Carr Hardware with a front-end manager.
561
00:19:35,511 --> 00:19:37,378
Do you have the frontline
keys up here, Jen?
562
00:19:37,380 --> 00:19:39,580
Because True Value is
a hardware cooperative,
563
00:19:39,582 --> 00:19:41,482
many of the True Value
stores include a family name.
564
00:19:41,484 --> 00:19:43,417
I'm excited to visit Carr Hardware
565
00:19:43,419 --> 00:19:45,319
because it's a main street hardware store
566
00:19:45,321 --> 00:19:46,720
and it's been here for generations,
567
00:19:46,722 --> 00:19:48,522
and I'm anxious to see how they've evolved
568
00:19:48,524 --> 00:19:51,859
over the years to stay
relevant for the consumer.
569
00:19:51,861 --> 00:19:53,127
I'm looking for Chris.
570
00:19:53,129 --> 00:19:55,496
You're looking for Chris?
Chris is right over there.
571
00:19:55,498 --> 00:19:56,897
Hi, I'm Chris. How are you today?
572
00:19:56,899 --> 00:19:58,065
Chris, I'm Lewis.
573
00:19:58,067 --> 00:19:59,666
Hey, Lewis. Nice to meet you. I'm Chris.
574
00:19:59,668 --> 00:20:01,235
I'm the front-end manager
here at Carr Hardware.
575
00:20:01,237 --> 00:20:02,836
Let's get our hands dirty
and have some fun, Lewis.
576
00:20:02,838 --> 00:20:04,004
- Ready to go.
- I'm glad to have you here, man.
577
00:20:04,006 --> 00:20:05,239
Let's do it.
578
00:20:05,541 --> 00:20:07,174
I believe knowing your store
579
00:20:07,176 --> 00:20:09,543
like the back of your hand is
prime, prime customer service.
580
00:20:09,545 --> 00:20:10,577
Okay.
581
00:20:10,579 --> 00:20:12,479
We try to cover every basic, basically.
582
00:20:12,481 --> 00:20:14,915
You can go to one store,
get it all in the one store.
583
00:20:14,917 --> 00:20:16,216
Hey, Alison, how are you?
584
00:20:16,218 --> 00:20:17,284
This is Lewis.
585
00:20:17,286 --> 00:20:18,852
Alison's one of our regular customers.
586
00:20:18,854 --> 00:20:20,253
She's here probably every other day.
587
00:20:20,255 --> 00:20:21,288
I know her name, and she knows my name.
588
00:20:21,290 --> 00:20:22,356
That's awesome.
589
00:20:22,358 --> 00:20:23,724
How can we help you today, Alison?
590
00:20:23,726 --> 00:20:25,459
Well, looking for a weedwacker.
591
00:20:25,461 --> 00:20:26,727
Okay. How big is your yard?
592
00:20:26,729 --> 00:20:28,495
- About an acre.
- About an acre.
593
00:20:28,497 --> 00:20:30,797
I like this one right here, this 56,
594
00:20:30,799 --> 00:20:32,999
because it's the straight
shaft, it's lightweight,
595
00:20:33,001 --> 00:20:34,968
it's got plenty of power behind it
596
00:20:34,970 --> 00:20:36,737
to cut the big, thicker stuff.
597
00:20:36,739 --> 00:20:38,772
Uh, yeah, uh, but the price tag.
598
00:20:38,774 --> 00:20:42,442
Looking to spend a little
less is what you're saying?
599
00:20:42,444 --> 00:20:44,578
- Closer to this price tag.
- Okay.
600
00:20:44,580 --> 00:20:47,047
The one model I'm thinking
that you're thinking of
601
00:20:47,049 --> 00:20:48,949
is that one.
602
00:20:48,951 --> 00:20:51,585
I can check for you real quick
to see if I have it for you.
603
00:20:51,587 --> 00:20:53,520
Do you mind holding on one sec
so I can take Lewis downstairs?
604
00:20:53,522 --> 00:20:55,155
- I'll show him where we keep our inventory.
- Okay.
605
00:20:55,157 --> 00:20:56,556
- I hate to leave the customer on the floor...
- Alone.
606
00:20:56,558 --> 00:20:59,092
And have to check inventory,
where if it was in our computer,
607
00:20:59,094 --> 00:21:01,027
I could maybe check a little bit quicker.
608
00:21:01,029 --> 00:21:03,430
We had to go downstairs
to check on the inventory
609
00:21:03,432 --> 00:21:05,866
to see if the particular
model was in stock.
610
00:21:05,868 --> 00:21:07,033
I'm gonna have to go break the news to her
611
00:21:07,035 --> 00:21:08,101
that I do not have that model.
612
00:21:08,103 --> 00:21:09,703
If we wanted to special order it for her,
613
00:21:09,705 --> 00:21:10,771
how quickly could we get it?
614
00:21:10,773 --> 00:21:11,805
Absolutely. We could...
615
00:21:11,807 --> 00:21:13,006
we usually get steel in two business days.
616
00:21:13,008 --> 00:21:15,108
Well, maybe by Tuesday,
we could have it for her.
617
00:21:15,110 --> 00:21:17,010
Absolutely. I'm gonna let you do that part.
618
00:21:17,012 --> 00:21:19,279
Ideally, if there was
a way to check inventory
619
00:21:19,281 --> 00:21:20,480
while you're with the customer
620
00:21:20,482 --> 00:21:22,416
or at least from the front-end register,
621
00:21:22,418 --> 00:21:23,617
it would save the customer time
622
00:21:23,619 --> 00:21:25,786
and perhaps improve the
overall customer experience.
623
00:21:25,788 --> 00:21:28,221
That particular model we
don't currently have in stock,
624
00:21:28,223 --> 00:21:30,190
but the good news is, we
could have it here for you
625
00:21:30,192 --> 00:21:31,658
in two business days.
626
00:21:31,660 --> 00:21:32,692
All right.
627
00:21:32,694 --> 00:21:34,027
It'd be really good to know
628
00:21:34,029 --> 00:21:36,263
how we could make that
process work better for them.
629
00:21:36,265 --> 00:21:37,731
All right, Lewis, I'm gonna bring you
630
00:21:37,733 --> 00:21:39,166
to one of the favorite parts of my job
631
00:21:39,168 --> 00:21:40,600
that I do is get to work with my hands.
632
00:21:40,602 --> 00:21:42,402
We're gonna do all the
screen and glass repair.
633
00:21:42,404 --> 00:21:44,638
We'll bring that right
over to the glass cutter.
634
00:21:44,640 --> 00:21:46,640
We're gonna slide it in over here.
635
00:21:46,642 --> 00:21:48,074
So you're gonna plop the bottom in.
636
00:21:48,076 --> 00:21:49,042
So you married, or...
637
00:21:49,044 --> 00:21:50,343
I don't see a wedding ring at all.
638
00:21:50,345 --> 00:21:51,311
I didn't know if you were married, or...
639
00:21:51,313 --> 00:21:52,312
- Yeah.
- You are?
640
00:21:52,314 --> 00:21:54,080
I'm married and have two kids.
641
00:21:54,082 --> 00:21:55,749
Good for you. I just got married recently.
642
00:21:55,751 --> 00:21:57,717
We did the marriage,
the baby, and the house.
643
00:21:57,719 --> 00:21:59,186
Wow. Did you guys have a honeymoon?
644
00:21:59,188 --> 00:22:00,454
Yeah, we had a brief honeymoon.
645
00:22:00,456 --> 00:22:02,289
Just, like, went on the coast
of Massachusetts, basically.
646
00:22:02,291 --> 00:22:04,124
So what do you think about the future?
647
00:22:04,126 --> 00:22:06,092
You know, what's your
aspirations and dreams?
648
00:22:06,094 --> 00:22:07,160
My wealth is not money.
649
00:22:07,162 --> 00:22:08,995
My wealth is family to me.
650
00:22:08,997 --> 00:22:10,630
There's no money in the world
that could buy what I have.
651
00:22:10,632 --> 00:22:12,899
I'm gonna go as far as I can
here at Carr Hardware, you know.
652
00:22:12,901 --> 00:22:14,568
I love my job. I love my work.
653
00:22:14,570 --> 00:22:16,036
If you do what you love,
it's not a job, you know?
654
00:22:16,038 --> 00:22:17,170
- Passion.
- It's a... exactly.
655
00:22:17,172 --> 00:22:18,605
- It's really a...
- Exactly.
656
00:22:18,607 --> 00:22:19,673
My daughter... I'm sure
657
00:22:19,675 --> 00:22:21,241
we're gonna promote college, you know,
658
00:22:21,243 --> 00:22:22,943
but let her do what she wants to do.
659
00:22:22,945 --> 00:22:24,945
We have one shot at this
life. You got to enjoy it.
660
00:22:24,947 --> 00:22:26,346
How did you get so driven?
661
00:22:26,348 --> 00:22:28,982
About 7 1/2, 8 years ago, I lost my father.
662
00:22:28,984 --> 00:22:31,585
- Really?
- He'd actually committed suicide.
663
00:22:31,587 --> 00:22:33,720
It's not a... not a subject I touch a lot.
664
00:22:33,722 --> 00:22:34,788
Yeah.
665
00:22:34,790 --> 00:22:36,323
It was a tough point in my life,
666
00:22:36,325 --> 00:22:39,159
but what got me through it was
great friends, great family.
667
00:22:39,161 --> 00:22:40,927
So I got... you know, I
got through it that way,
668
00:22:40,929 --> 00:22:42,896
but I think it's made me who I am today.
669
00:22:42,898 --> 00:22:43,997
Think every day when I wake up,
670
00:22:43,999 --> 00:22:45,432
"I have a daughter to live for" you know?
671
00:22:45,434 --> 00:22:47,467
That's what I wake up for
every day is her and my wife.
672
00:22:47,469 --> 00:22:49,636
And I just, you know, try
to ever look at the downside
673
00:22:49,638 --> 00:22:51,071
and my mortgage and just look up and...
674
00:22:51,073 --> 00:22:53,240
- You got a great attitude.
- I'm on cloud nine right now.
675
00:22:53,242 --> 00:22:54,708
It can't get any better than this it is
676
00:22:54,710 --> 00:22:56,243
right here, right now in my life, you know?
677
00:22:56,245 --> 00:22:58,111
Chris is a remarkable young man.
678
00:22:58,113 --> 00:23:00,013
He's got energy, passion.
679
00:23:00,015 --> 00:23:01,181
He's very knowledgeable.
680
00:23:01,183 --> 00:23:02,682
He knows his customers.
681
00:23:02,684 --> 00:23:04,551
He's exactly the kind of associate
682
00:23:04,553 --> 00:23:06,853
we need to stay relevant for the consumer.
683
00:23:06,855 --> 00:23:08,054
You did good, man. Good job.
684
00:23:08,056 --> 00:23:09,422
- Thanks, man. Awesome.
- Thank you, Lewis.
685
00:23:09,424 --> 00:23:10,624
- Let's get back to work.
- All right, I'm with you.
686
00:23:10,626 --> 00:23:12,292
Let's go make some
customers happy on the floor.
687
00:23:18,967 --> 00:23:21,501
Today I'm at the Glenview
True Value hardware store
688
00:23:21,503 --> 00:23:22,502
to work with a cashier.
689
00:23:22,504 --> 00:23:23,603
There you go.
690
00:23:23,605 --> 00:23:25,372
- Thanks. I'll see you later.
- See you later.
691
00:23:25,374 --> 00:23:27,874
Cashiers have sometimes the most contact
692
00:23:27,876 --> 00:23:29,910
with our customers, so
the role of the cashier
693
00:23:29,912 --> 00:23:33,246
is actually very critical to
an overall retail operation.
694
00:23:33,248 --> 00:23:35,382
- Hi. How are you?
- Hi. I'm looking for Lexi.
695
00:23:35,384 --> 00:23:37,183
- Oh, I'm Lexi.
- Lexi, I'm Lewis.
696
00:23:37,185 --> 00:23:38,552
- Nice to meet you.
- Nice to meet you.
697
00:23:38,554 --> 00:23:39,953
- Welcome to True Value.
- Thank you very much.
698
00:23:39,955 --> 00:23:43,356
Okay, so basically, I'm the
cashier here at True Value.
699
00:23:43,358 --> 00:23:45,592
Our number one thing is, as
the customers are walking in,
700
00:23:45,594 --> 00:23:46,793
you always have to greet them.
701
00:23:46,795 --> 00:23:47,761
Okay.
702
00:23:47,763 --> 00:23:49,062
So let's say, for example,
703
00:23:49,064 --> 00:23:50,463
someone bought this.
704
00:23:50,465 --> 00:23:53,233
So when you got to actually
total out the customer,
705
00:23:53,235 --> 00:23:55,035
you would hit the plus sign here.
706
00:23:55,037 --> 00:23:56,803
And then obviously, if they're paying cash,
707
00:23:56,805 --> 00:23:59,005
you want to populate the cash
field... check, bank card.
708
00:23:59,007 --> 00:24:01,107
So would you put in...
say they gave you $30.
709
00:24:01,109 --> 00:24:02,042
Would you put in 30, or...
710
00:24:02,044 --> 00:24:03,577
Yep. Nope. You would put in 30.
711
00:24:03,579 --> 00:24:04,844
Yep, you would put in 30.
712
00:24:04,846 --> 00:24:07,781
Oh, do you want to... want to check him in?
713
00:24:07,783 --> 00:24:09,215
- Sure, I'll try.
- Sure.
714
00:24:09,217 --> 00:24:10,450
How are you today, sir?
715
00:24:10,452 --> 00:24:12,619
Good. How are you?
716
00:24:15,424 --> 00:24:16,456
Hi, how are you?
717
00:24:16,458 --> 00:24:17,457
Hi, how you doing?
718
00:24:17,459 --> 00:24:18,658
- There you go, sir.
- Excellent.
719
00:24:18,660 --> 00:24:19,526
Take care. Thank you.
720
00:24:19,528 --> 00:24:20,694
Buh-bye.
721
00:24:20,696 --> 00:24:22,195
Just kind of multitask a little bit.
722
00:24:22,197 --> 00:24:24,230
Like, when you notice someone walking in,
723
00:24:24,232 --> 00:24:25,899
just kind of, you know, "hi, how are you,"
724
00:24:25,901 --> 00:24:26,933
just as soon as they're walking in
725
00:24:26,935 --> 00:24:27,901
just so they're acknowledged.
726
00:24:27,903 --> 00:24:28,935
- Got you.
- Yeah.
727
00:24:28,937 --> 00:24:29,903
How's it going today?
728
00:24:29,905 --> 00:24:31,805
- Good. How are you?
- Excellent.
729
00:24:31,807 --> 00:24:33,073
- Hey, Lewis.
- Yeah?
730
00:24:33,075 --> 00:24:34,207
There's also a customer,
731
00:24:34,209 --> 00:24:35,508
so you want to try to just greet them.
732
00:24:35,510 --> 00:24:36,676
Good afternoon, sir.
I'll be right with you.
733
00:24:36,678 --> 00:24:37,644
Lewis has to work on
734
00:24:37,646 --> 00:24:39,446
the multitasking part of the job.
735
00:24:39,448 --> 00:24:41,281
He needs to work on
acknowledging the customers
736
00:24:41,283 --> 00:24:42,882
that are walking in, not just the ones
737
00:24:42,884 --> 00:24:44,985
that he is helping at the register.
738
00:24:44,987 --> 00:24:47,789
Oh, that didn't work.
739
00:24:48,991 --> 00:24:51,558
Whoops.
740
00:24:51,560 --> 00:24:54,594
With your discount, ma'am, it's $5.72.
741
00:24:54,596 --> 00:24:59,699
So it was $10 all together?
That doesn't make sense.
742
00:24:59,701 --> 00:25:02,569
That's not what I want to do.
743
00:25:02,571 --> 00:25:04,671
0798.
744
00:25:04,673 --> 00:25:06,406
07...
745
00:25:06,408 --> 00:25:07,374
98.
746
00:25:07,376 --> 00:25:08,942
98.
747
00:25:08,944 --> 00:25:10,877
I don't want to be rude towards Lewis,
748
00:25:10,879 --> 00:25:12,479
but I just feel like he's really dry,
749
00:25:12,481 --> 00:25:14,447
like, when he's talking to a customer.
750
00:25:14,449 --> 00:25:15,982
- How are you today, ma'am?
- Hi. I'm fine.
751
00:25:15,984 --> 00:25:17,517
A smile here and there would be good.
752
00:25:18,553 --> 00:25:19,653
You're so lucky the system
753
00:25:19,655 --> 00:25:22,222
hasn't crashed on you yet.
754
00:25:22,224 --> 00:25:23,223
Usually, after a rush,
755
00:25:23,225 --> 00:25:24,791
the system completely crashes.
756
00:25:24,793 --> 00:25:25,792
Locally here, or...
757
00:25:25,794 --> 00:25:26,993
The whole thing. It just kind of...
758
00:25:26,995 --> 00:25:29,129
- The store. The store.
- Yeah, right.
759
00:25:29,131 --> 00:25:31,865
Lexi talked about the register
crashing from time to time,
760
00:25:31,867 --> 00:25:34,501
so I really want to understand
exactly what that means
761
00:25:34,503 --> 00:25:36,036
and how often that happens.
762
00:25:36,038 --> 00:25:38,071
Have a good day, guys.
763
00:25:38,073 --> 00:25:39,539
So, anyway, when your system crashes
764
00:25:39,541 --> 00:25:41,341
or when there's a customer
that kind of just...
765
00:25:41,343 --> 00:25:43,243
- you know, the energy's bad...
- Make them happy.
766
00:25:43,245 --> 00:25:44,511
- Yes.
- That's a great...
767
00:25:44,513 --> 00:25:45,845
That's your ultimate goal though.
768
00:25:45,847 --> 00:25:47,681
Like, you just want to
have them come in happy,
769
00:25:47,683 --> 00:25:48,848
have them leave happy.
770
00:25:48,850 --> 00:25:49,983
- Fantastic.
- Yep.
771
00:25:49,985 --> 00:25:52,152
I think Lexi's a terrific associate.
772
00:25:52,154 --> 00:25:54,487
She's got a ton of energy.
773
00:25:54,489 --> 00:25:55,789
She's well-spoken.
774
00:25:55,791 --> 00:25:57,757
I think she's got a
brilliant career ahead of her,
775
00:25:57,759 --> 00:25:58,992
whatever she chooses to do.
776
00:25:58,994 --> 00:26:00,393
All right, we're gonna go outside
777
00:26:00,395 --> 00:26:02,228
to the garden center
and start straightening.
778
00:26:02,230 --> 00:26:03,963
- Hi. How are you?
- Hi, good. How are you today?
779
00:26:03,965 --> 00:26:05,498
Good. Okay.
780
00:26:05,500 --> 00:26:07,634
So basically what we
just have to do is kind of
781
00:26:07,636 --> 00:26:08,835
just match all these
782
00:26:08,837 --> 00:26:10,603
and just put them together
so that they are...
783
00:26:10,605 --> 00:26:12,005
- In a set?
- A complete set, yeah.
784
00:26:12,007 --> 00:26:14,140
And then there are also
some over here, Lewis, too.
785
00:26:14,142 --> 00:26:15,141
Okay.
786
00:26:15,143 --> 00:26:16,309
Where are you from, Lewis?
787
00:26:16,311 --> 00:26:19,245
Yeah, I'm from Philadelphia originally.
788
00:26:19,247 --> 00:26:20,513
Ooh, Philly.
789
00:26:20,515 --> 00:26:22,615
So you seem to really know
that system really well.
790
00:26:22,617 --> 00:26:24,784
Well, actually, I've had retail jobs before
791
00:26:24,786 --> 00:26:25,919
that had a similar system.
792
00:26:25,921 --> 00:26:27,220
Is that a real interest of yours?
793
00:26:27,222 --> 00:26:29,723
Not necessarily retail, but just working
794
00:26:29,725 --> 00:26:30,724
with people in general.
795
00:26:30,726 --> 00:26:31,925
That's why I want to be
796
00:26:31,927 --> 00:26:33,126
in the nursing field eventually.
797
00:26:33,128 --> 00:26:34,594
Oh, you're interesting in nursing.
798
00:26:34,596 --> 00:26:35,829
- Yes.
- That's fantastic.
799
00:26:35,831 --> 00:26:37,263
So I guess you're working to kind of
800
00:26:37,265 --> 00:26:38,364
help put yourself through school?
801
00:26:38,366 --> 00:26:39,399
Definitely.
802
00:26:39,401 --> 00:26:40,467
I'm probably in the hole
803
00:26:40,469 --> 00:26:42,469
for about $55,000, $60,000.
804
00:26:42,471 --> 00:26:43,470
- Really?
- Yes.
805
00:26:43,472 --> 00:26:45,071
For a few years of school so far?
806
00:26:45,073 --> 00:26:47,006
- Yeah.
- Wow, that's a lot of money.
807
00:26:47,008 --> 00:26:48,908
I put myself through
college and law school.
808
00:26:48,910 --> 00:26:51,978
I worked a lot of
part-time jobs to do that.
809
00:26:51,980 --> 00:26:53,847
And I can absolutely relate to Lexi.
810
00:26:53,849 --> 00:26:55,181
She's just really impressive.
811
00:26:55,183 --> 00:26:56,149
How we doing here?
812
00:26:56,151 --> 00:26:57,617
I think we're about done.
813
00:26:57,619 --> 00:26:58,651
Do you want to sit for a few?
814
00:26:58,653 --> 00:27:00,286
Sure, that'd be great.
815
00:27:00,288 --> 00:27:01,821
So how old are you now?
816
00:27:01,823 --> 00:27:03,656
- I'll be 21 in a month.
- Really?
817
00:27:03,658 --> 00:27:05,625
What's the next step for you with...
818
00:27:05,627 --> 00:27:07,093
kind of in terms of your education
819
00:27:07,095 --> 00:27:10,230
and how you see yourself kind
of getting through all that?
820
00:27:10,232 --> 00:27:11,898
I don't know. I'm just kind of winging it.
821
00:27:12,868 --> 00:27:14,367
And are you kind of doing it on your own?
822
00:27:14,369 --> 00:27:15,935
- Yeah, I am.
- So financially, you're...
823
00:27:15,937 --> 00:27:17,670
- Oh, I am. By myself.
- Completely on your own?
824
00:27:17,672 --> 00:27:20,573
Yeah, I don't expect my
parents to pay for anything.
825
00:27:20,575 --> 00:27:21,808
And then I've also been on my own
826
00:27:21,810 --> 00:27:23,643
since I was... what, like 17?
827
00:27:23,645 --> 00:27:26,579
My opinion of Lexi has only gotten stronger
828
00:27:26,581 --> 00:27:27,847
the whole day.
829
00:27:27,849 --> 00:27:30,183
Anyone would want her
working in their store.
830
00:27:30,185 --> 00:27:32,886
But I worry a little bit about
how much she has on her plate.
831
00:27:32,888 --> 00:27:36,923
Gosh, it's hard to think
about a 17-year-old girl
832
00:27:36,925 --> 00:27:37,924
going off on your own.
833
00:27:37,926 --> 00:27:39,159
Yeah. It's hard.
834
00:27:39,161 --> 00:27:41,394
I'm actually in the
process of moving back in
835
00:27:41,396 --> 00:27:44,063
with my grandparents
because I can't afford...
836
00:27:44,065 --> 00:27:45,832
- School and...
- Yes.
837
00:27:45,834 --> 00:27:47,066
- It's not working out.
- Yeah, it's just not working.
838
00:27:47,068 --> 00:27:48,101
- It's too much.
- Yeah.
839
00:27:48,103 --> 00:27:49,302
She reminds me of myself
840
00:27:49,304 --> 00:27:52,038
at that age, when the
FBI knocked on my door
841
00:27:52,040 --> 00:27:53,606
and gave me a great opportunity.
842
00:27:53,608 --> 00:27:54,774
I would love to be the person
843
00:27:54,776 --> 00:27:56,943
to give Lexi that kind of opportunity.
844
00:27:56,945 --> 00:27:58,545
Well, let's go inside
845
00:27:58,547 --> 00:28:00,013
before the line gets any longer,
846
00:28:00,015 --> 00:28:01,514
because I don't want to get fired.
847
00:28:01,516 --> 00:28:03,116
You don't want that to happen.
848
00:28:03,118 --> 00:28:04,317
No.
849
00:28:08,124 --> 00:28:11,324
Coming up. The boss
reveals his true identity...
850
00:28:11,326 --> 00:28:12,458
I'm John Hartmann.
851
00:28:12,460 --> 00:28:14,127
I'm the president and
chief executive officer
852
00:28:14,129 --> 00:28:15,128
of True Value company.
853
00:28:15,130 --> 00:28:16,396
Are you serious?
854
00:28:16,398 --> 00:28:17,831
All right.
855
00:28:17,833 --> 00:28:19,766
And John decides Brad's fate.
856
00:28:19,768 --> 00:28:23,102
I think you were making way
too many excuses for yourself.
857
00:28:23,104 --> 00:28:24,804
Rough.
858
00:28:38,081 --> 00:28:41,116
Throughout this journey,
I've met amazing people
859
00:28:41,118 --> 00:28:42,284
with struggles in their life.
860
00:28:42,286 --> 00:28:43,718
I certainly relate to that,
861
00:28:43,720 --> 00:28:47,255
but I have been reluctant to
talk about my own experiences.
862
00:28:47,257 --> 00:28:48,723
And I've found on this journey...
863
00:28:48,725 --> 00:28:50,625
in sharing and relating with associates...
864
00:28:50,627 --> 00:28:53,929
that I can mentor and
coach those around me,
865
00:28:53,931 --> 00:28:56,164
and I'm looking forward to it.
866
00:29:00,771 --> 00:29:03,505
What's going on?
867
00:29:03,507 --> 00:29:04,839
I seen you before, man.
868
00:29:04,841 --> 00:29:06,775
- Really?
- Hi, Lewis.
869
00:29:06,777 --> 00:29:08,343
Right? No?
870
00:29:08,345 --> 00:29:09,578
Yes? No?
871
00:29:09,580 --> 00:29:10,512
And how did Lewis do?
872
00:29:10,514 --> 00:29:12,814
He worked harder than expected.
873
00:29:12,816 --> 00:29:13,949
- Really?
- Oh, yeah.
874
00:29:13,951 --> 00:29:15,417
- Could he keep up with you?
- Oh, no.
875
00:29:15,419 --> 00:29:16,818
- No way?
- Not on his best day.
876
00:29:16,820 --> 00:29:19,688
With a little work, finesse,
I think Lewis would be the man.
877
00:29:19,690 --> 00:29:21,389
What would you think
if I told you I'm Lewis?
878
00:29:21,391 --> 00:29:22,424
Right.
879
00:29:22,426 --> 00:29:23,458
Huh?
880
00:29:23,460 --> 00:29:24,559
But, Brad, I'm not Lewis.
881
00:29:24,561 --> 00:29:25,827
Are... what?
882
00:29:25,829 --> 00:29:26,962
I'm John Hartmann.
883
00:29:26,964 --> 00:29:28,830
I'm the president and
chief executive officer
884
00:29:28,832 --> 00:29:29,798
of True Value company.
885
00:29:29,800 --> 00:29:30,732
Okay.
886
00:29:30,734 --> 00:29:32,534
Oh, my God.
887
00:29:32,536 --> 00:29:33,568
I got to give you a man hug.
888
00:29:33,570 --> 00:29:34,936
That's amazing.
889
00:29:34,938 --> 00:29:36,104
That is amazing.
890
00:29:36,106 --> 00:29:37,739
Lexi, you're on Undercover Boss.
891
00:29:37,741 --> 00:29:38,940
Are you serious?
892
00:29:38,942 --> 00:29:40,375
Get up out of here.
893
00:29:40,377 --> 00:29:41,676
Come on.
894
00:29:41,678 --> 00:29:45,046
Oh. All right.
895
00:29:45,048 --> 00:29:47,082
Brad, when I first met you,
896
00:29:47,084 --> 00:29:48,450
do you remember what you said to me?
897
00:29:48,452 --> 00:29:50,218
- No, I don't, actually.
- I remember.
898
00:29:50,220 --> 00:29:52,120
- Yeah?
- Yeah, I'll never forget it, actually.
899
00:29:52,122 --> 00:29:53,221
- Really?
- Yeah.
900
00:29:53,223 --> 00:29:54,756
We're gonna smoke some cigarettes,
901
00:29:54,758 --> 00:29:56,157
we're gonna flirt with some women,
902
00:29:56,159 --> 00:29:57,826
and we're gonna sell some.
903
00:29:57,828 --> 00:29:59,094
I'm sorry. We're gonna do what?
904
00:29:59,096 --> 00:30:00,562
I wanted to walk out of that store.
905
00:30:00,564 --> 00:30:01,529
I was so disgusted.
906
00:30:03,800 --> 00:30:05,266
I'll give it to you straight.
907
00:30:05,268 --> 00:30:07,869
A hardware store is not the
place where you pick up girls.
908
00:30:07,871 --> 00:30:09,404
And I want to be crystal clear with you.
909
00:30:09,406 --> 00:30:12,173
Our customers are there for one purpose:
910
00:30:12,175 --> 00:30:14,609
Only to be treated respectfully.
911
00:30:17,981 --> 00:30:20,148
Rough.
912
00:30:20,150 --> 00:30:22,684
But I'll tell you, throughout the day,
913
00:30:22,686 --> 00:30:25,420
I saw a different Brad,
914
00:30:25,422 --> 00:30:27,722
and I was really glad that
I didn't give up on you
915
00:30:27,724 --> 00:30:29,124
in the first five minutes,
916
00:30:29,126 --> 00:30:31,726
'cause I was close.
917
00:30:33,764 --> 00:30:36,231
But you shared quite
a bit with me that day.
918
00:30:36,233 --> 00:30:38,299
One of the things that
was crystal clear to me
919
00:30:38,301 --> 00:30:41,069
was you knew your job.
920
00:30:41,071 --> 00:30:43,972
When you interacted with
the customers, you did it,
921
00:30:43,974 --> 00:30:45,940
you know, for the most
part, very respectfully.
922
00:30:45,942 --> 00:30:49,811
I was thrilled that you
weren't saying the things before
923
00:30:49,813 --> 00:30:53,214
in front of the customers.
924
00:30:53,216 --> 00:30:54,449
Can I be blunt with you?
925
00:30:54,451 --> 00:30:55,750
I would appreciate it.
926
00:30:55,752 --> 00:30:59,120
I think you were making way
too many excuses for yourself.
927
00:30:59,122 --> 00:31:00,755
How'd you grow up?
928
00:31:00,757 --> 00:31:02,924
Uh, oh, privileged, you know?
929
00:31:02,926 --> 00:31:04,693
So your parents took
pretty good care of you?
930
00:31:04,695 --> 00:31:05,794
Oh, all-American.
931
00:31:05,796 --> 00:31:07,629
They, you know, did everything they could.
932
00:31:07,631 --> 00:31:09,831
I'm sure there's times that
they weren't proud of you.
933
00:31:09,833 --> 00:31:11,332
Oh, definitely not.
934
00:31:11,334 --> 00:31:13,468
Unlike you, I didn't
have that start in life.
935
00:31:13,470 --> 00:31:16,104
I had the love of my
parents, just like you did,
936
00:31:16,106 --> 00:31:17,672
but we didn't have the financial means
937
00:31:17,674 --> 00:31:18,673
that your family did.
938
00:31:18,675 --> 00:31:20,341
I put myself through college
939
00:31:20,343 --> 00:31:21,609
and graduate school.
940
00:31:21,611 --> 00:31:22,811
You went to school, and you got
941
00:31:22,813 --> 00:31:24,112
thrown out in the first semester.
942
00:31:24,114 --> 00:31:25,513
That's not funny.
943
00:31:25,515 --> 00:31:27,282
I know. It... that hurts.
944
00:31:27,284 --> 00:31:30,752
That's me exhaling a little pain, man.
945
00:31:30,754 --> 00:31:32,187
Yeah.
946
00:31:32,189 --> 00:31:34,389
Isn't there a better Brad somewhere?
947
00:31:34,391 --> 00:31:37,625
He's in there.
948
00:31:37,627 --> 00:31:41,429
Let him out, man.
949
00:31:41,431 --> 00:31:43,431
What are you working
toward? What's your plan?
950
00:31:43,433 --> 00:31:46,234
I want to have a cabin
out in the woods someday
951
00:31:46,236 --> 00:31:48,636
and be able to, you know, have a family,
952
00:31:48,638 --> 00:31:52,006
and, you know, grow old.
953
00:31:52,008 --> 00:31:53,274
What's holding you back?
954
00:31:53,276 --> 00:31:56,644
I... I think I'm the only
one who holds me back.
955
00:31:56,646 --> 00:31:58,113
You know, when you talked about
956
00:31:58,115 --> 00:32:00,181
all the hard work you put in out west
957
00:32:00,183 --> 00:32:01,683
building those hiking trails,
958
00:32:01,685 --> 00:32:04,853
that told me a lot about you.
959
00:32:04,855 --> 00:32:06,755
Every fall, True Value has
960
00:32:06,757 --> 00:32:09,657
a pretty big Habitat for Humanity Project.
961
00:32:09,659 --> 00:32:12,894
- You familiar with Habitat?
- Yeah.
962
00:32:12,896 --> 00:32:14,896
I'd like to fly you out to join us
963
00:32:14,898 --> 00:32:16,798
for that next project this fall.
964
00:32:16,800 --> 00:32:17,766
Would you be into that?
965
00:32:17,768 --> 00:32:20,168
Yeah. Wow.
966
00:32:20,170 --> 00:32:22,103
Sign me up.
967
00:32:22,105 --> 00:32:25,707
I see and I believe in that other Brad.
968
00:32:26,309 --> 00:32:29,377
I want to mentor you.
969
00:32:29,379 --> 00:32:32,280
I want to pick that phone up
every month for the next year
970
00:32:32,282 --> 00:32:34,215
and call you up on the phone
971
00:32:34,217 --> 00:32:35,917
and talk to you about what you're doing
972
00:32:35,919 --> 00:32:38,386
to help you put that plan together.
973
00:32:38,388 --> 00:32:40,789
I mean, Brad's got to do it,
974
00:32:40,791 --> 00:32:43,091
but everyone, including myself...
975
00:32:43,093 --> 00:32:44,759
I've had mentors in my life.
976
00:32:44,761 --> 00:32:46,895
I've had adults that
have given me guidance.
977
00:32:46,897 --> 00:32:49,164
I'm personally committing to
make that connection with you
978
00:32:49,166 --> 00:32:52,433
if you're willing to do your part.
979
00:32:52,435 --> 00:32:53,735
I am.
980
00:32:53,737 --> 00:32:57,472
This is a real investment in you.
981
00:32:57,474 --> 00:32:58,973
I hope you'll take advantage of it.
982
00:32:58,975 --> 00:33:00,475
Sir, I will.
983
00:33:00,477 --> 00:33:01,676
I believe in you, man.
984
00:33:01,678 --> 00:33:02,710
Thank you.
985
00:33:02,712 --> 00:33:04,646
You're welcome.
986
00:33:04,648 --> 00:33:08,049
John stepping up to be my mentor is, um...
987
00:33:08,051 --> 00:33:11,219
this is what I needed, you know?
988
00:33:11,221 --> 00:33:14,322
I've... I've been given an opportunity
989
00:33:14,324 --> 00:33:16,391
to look up to somebody that's gonna be
990
00:33:16,393 --> 00:33:18,259
a positive influence.
991
00:33:18,261 --> 00:33:20,094
You know, this has been the wake-up call
992
00:33:20,096 --> 00:33:22,964
that I need to take direction, and luckily,
993
00:33:22,966 --> 00:33:26,267
he's giving me an opportunity to do that.
994
00:33:26,269 --> 00:33:29,003
Chris, you know I'm a
dirt bike rider, right?
995
00:33:29,005 --> 00:33:30,071
Oh, really?
996
00:33:30,073 --> 00:33:31,906
I'll tell you one lesson that that sport
997
00:33:31,908 --> 00:33:36,878
has taught me over and over and over again:
998
00:33:36,880 --> 00:33:39,147
When you fall down, you got to get back up.
999
00:33:39,149 --> 00:33:40,415
Absolutely.
1000
00:33:40,417 --> 00:33:42,350
And, you know, when I
think about the analogy...
1001
00:33:42,352 --> 00:33:43,952
you had a pretty big wipeout in your life.
1002
00:33:43,954 --> 00:33:45,053
Absolutely.
1003
00:33:45,055 --> 00:33:47,522
About 7 1/2, 8 years ago, I lost my father.
1004
00:33:47,524 --> 00:33:49,524
- Really?
- He'd actually committed suicide.
1005
00:33:49,526 --> 00:33:50,825
Got right back up and kicked it
1006
00:33:50,827 --> 00:33:52,293
and went... keep on going.
1007
00:33:52,295 --> 00:33:53,628
No, you didn't just start up, man.
1008
00:33:53,630 --> 00:33:55,897
You're going about 90
miles an hour right now.
1009
00:33:55,899 --> 00:33:58,333
Coming from you, that means
an awful lot to me, John.
1010
00:33:58,335 --> 00:34:00,602
You know, while we were working
1011
00:34:00,604 --> 00:34:03,204
with that customer up
front on the weedwacker...
1012
00:34:03,206 --> 00:34:03,805
Yeah.
1013
00:34:03,937 --> 00:34:05,537
I was trying to gain an understanding
1014
00:34:05,539 --> 00:34:08,206
of the computer inventory process.
1015
00:34:08,208 --> 00:34:09,808
Was that particular to the products
1016
00:34:09,810 --> 00:34:10,809
that we were working in,
1017
00:34:10,811 --> 00:34:12,978
or was that all the products in the store?
1018
00:34:12,980 --> 00:34:14,346
It's on everything.
1019
00:34:14,348 --> 00:34:15,513
I'm... I want to get that fixed
1020
00:34:15,515 --> 00:34:17,449
so you're empowered to
work with your customers
1021
00:34:17,451 --> 00:34:18,583
the way you want to be.
1022
00:34:18,585 --> 00:34:19,584
That would be awesome.
1023
00:34:19,586 --> 00:34:22,153
I... oh, that'd be amazing.
1024
00:34:22,155 --> 00:34:23,922
You know, you're... this whole...
1025
00:34:23,924 --> 00:34:27,092
this whole part of your story about,
1026
00:34:27,094 --> 00:34:28,526
you know, meeting your wife...
1027
00:34:28,528 --> 00:34:30,595
you guys hadn't really been
on a honeymoon together.
1028
00:34:30,597 --> 00:34:31,630
Very, very little.
1029
00:34:31,632 --> 00:34:33,064
And when you guys can,
1030
00:34:33,066 --> 00:34:34,366
someday in the future, you know,
1031
00:34:34,368 --> 00:34:36,501
make a trip together,
where would you like to go?
1032
00:34:36,503 --> 00:34:37,736
I... now, with our daughter,
1033
00:34:37,738 --> 00:34:39,738
I think our honeymoon
would probably include her.
1034
00:34:39,740 --> 00:34:41,172
I think it would be more of, like...
1035
00:34:41,174 --> 00:34:42,140
A family-moon?
1036
00:34:42,142 --> 00:34:43,808
I never heard... I love it.
1037
00:34:43,810 --> 00:34:46,945
I want to give you $5,000 to
go on that family honeymoon.
1038
00:34:46,947 --> 00:34:48,713
Wow. Thank you.
1039
00:34:48,715 --> 00:34:50,849
I can't... I can't wait to tell my wife.
1040
00:34:50,851 --> 00:34:52,217
This is crazy.
1041
00:34:52,219 --> 00:34:54,986
I work in hardware, so I'm
trying to keep the tears in.
1042
00:34:54,988 --> 00:34:57,088
I am just amazed.
1043
00:34:57,090 --> 00:34:58,289
Thank you, John.
1044
00:34:58,291 --> 00:34:59,858
Thank you so much.
1045
00:34:59,860 --> 00:35:02,293
So every parent's dream
is for their children
1046
00:35:02,295 --> 00:35:03,828
to be a little bit better than they are...
1047
00:35:03,830 --> 00:35:04,896
I'm gonna make sure she has
1048
00:35:04,898 --> 00:35:07,265
the best darn childhood possible.
1049
00:35:07,267 --> 00:35:09,934
Whatever I didn't do, she is going to do.
1050
00:35:09,936 --> 00:35:12,971
Well, I'm gonna give you $10,000
for your daughter's education.
1051
00:35:14,007 --> 00:35:15,273
Wow.
1052
00:35:15,275 --> 00:35:16,641
Thank you.
1053
00:35:16,643 --> 00:35:18,009
Thank you so much, John.
1054
00:35:18,011 --> 00:35:20,011
That is just incredible.
1055
00:35:20,013 --> 00:35:21,312
This is just amazing.
1056
00:35:22,382 --> 00:35:24,015
Well, before we wrap up,
1057
00:35:24,017 --> 00:35:25,984
you talked to me about your house.
1058
00:35:25,986 --> 00:35:26,918
You have a mortgage now.
1059
00:35:26,920 --> 00:35:28,119
Yeah, absolutely.
1060
00:35:28,121 --> 00:35:29,454
So, Chris, what we're gonna do is,
1061
00:35:29,456 --> 00:35:32,357
we're gonna pay $25,000
towards your mortgage.
1062
00:35:32,359 --> 00:35:33,925
No.
1063
00:35:33,927 --> 00:35:36,828
Yeah.
1064
00:35:36,830 --> 00:35:39,397
This is amazing.
1065
00:35:39,399 --> 00:35:41,299
Thank you. I need another, man.
1066
00:35:41,301 --> 00:35:42,600
Oh, my God.
1067
00:35:42,602 --> 00:35:44,703
John took a lot of weight off my shoulders.
1068
00:35:44,705 --> 00:35:47,906
I get to fulfill a dream of going
to Disneyland with my daughter.
1069
00:35:47,908 --> 00:35:48,907
That's just amazing.
1070
00:35:48,909 --> 00:35:49,808
This is unreal.
1071
00:35:49,830 --> 00:35:52,330
Mila has a $10,000 scholarship for herself
1072
00:35:52,332 --> 00:35:55,267
to go to college,
something I never got to do.
1073
00:35:55,269 --> 00:35:56,768
I know my family's more taken care of
1074
00:35:56,770 --> 00:35:57,936
than they were two hours ago.
1075
00:35:57,938 --> 00:36:00,005
I can't wait to tell my wife and daughter
1076
00:36:00,007 --> 00:36:01,473
and, you know, just hug them.
1077
00:36:01,475 --> 00:36:04,976
I can't say that enough.
1078
00:36:04,978 --> 00:36:09,014
Terrell, you've had a tough life,
1079
00:36:09,016 --> 00:36:11,016
and somehow, through all that,
1080
00:36:11,018 --> 00:36:12,551
you've made some great decisions.
1081
00:36:12,553 --> 00:36:14,853
And I think very highly of you,
1082
00:36:14,855 --> 00:36:16,488
and I learned a lot from you.
1083
00:36:16,490 --> 00:36:17,789
Really?
1084
00:36:17,791 --> 00:36:19,424
Perfect. That's gonna be right here.
1085
00:36:19,426 --> 00:36:20,458
I just want to let you know,
1086
00:36:20,460 --> 00:36:21,626
I would've had these pallets done.
1087
00:36:21,628 --> 00:36:23,795
I can see how fast you are.
1088
00:36:23,797 --> 00:36:25,230
Get it done.
1089
00:36:25,232 --> 00:36:28,800
So tell me about this ticket thing
1090
00:36:28,802 --> 00:36:30,669
and your license suspended.
1091
00:36:30,671 --> 00:36:32,537
How much in total do
you owe on these tickets?
1092
00:36:32,539 --> 00:36:35,507
I'm guessing 12,000 probably.
1093
00:36:35,509 --> 00:36:38,310
Today I'm gonna give you
$12,000 to pay off your tickets.
1094
00:36:38,312 --> 00:36:41,947
Serious, dude?
1095
00:36:41,949 --> 00:36:42,981
For real?
1096
00:36:42,983 --> 00:36:44,749
12,000?
1097
00:36:44,751 --> 00:36:47,752
God, man, this is a blessing.
1098
00:36:47,754 --> 00:36:49,588
Thank you, man.
1099
00:36:49,590 --> 00:36:51,389
This is crazy.
1100
00:36:51,391 --> 00:36:53,391
We had this conversation about college,
1101
00:36:53,393 --> 00:36:54,926
and we talked about criminal justice.
1102
00:36:54,928 --> 00:36:56,595
Do I remember right? Did you mention that?
1103
00:36:56,597 --> 00:36:57,796
Yeah.
1104
00:36:57,798 --> 00:36:59,230
You know what I studied in college?
1105
00:36:59,232 --> 00:37:00,165
What was it?
1106
00:37:00,167 --> 00:37:02,133
- Criminal justice?
- Criminal justice.
1107
00:37:02,135 --> 00:37:04,002
In my first career, I was
an undercover FBI agent.
1108
00:37:04,004 --> 00:37:05,937
Oh. Undercover FBI?
1109
00:37:05,939 --> 00:37:07,739
- Yep.
- That's crazy.
1110
00:37:07,741 --> 00:37:10,609
So you can give me some
tips on the justice system.
1111
00:37:10,611 --> 00:37:13,078
That's something I want
to talk to you about.
1112
00:37:13,080 --> 00:37:16,481
I'm gonna give you $10,000
towards your college education.
1113
00:37:19,219 --> 00:37:22,520
This is crazy.
1114
00:37:25,726 --> 00:37:26,858
Damn.
1115
00:37:26,860 --> 00:37:29,427
But at the same time we
invest in your college,
1116
00:37:29,429 --> 00:37:31,363
I'm gonna give you $10,000 to put away
1117
00:37:31,365 --> 00:37:33,031
for your daughter's future college fund.
1118
00:37:35,736 --> 00:37:37,035
Ah.
1119
00:37:37,037 --> 00:37:38,670
Dude.
1120
00:37:38,672 --> 00:37:42,307
Stop.
1121
00:37:42,309 --> 00:37:44,476
Damn, man.
1122
00:37:45,912 --> 00:37:48,079
Yeah, 'cause she going to college.
1123
00:37:48,081 --> 00:37:50,582
Yeah. Definitely.
1124
00:37:52,319 --> 00:37:55,920
That's my baby. Oh, no.
1125
00:37:55,922 --> 00:37:58,657
Clearly, spending time with your family
1126
00:37:58,659 --> 00:38:00,458
is something that's
really important to you.
1127
00:38:00,460 --> 00:38:01,793
Yeah.
1128
00:38:01,795 --> 00:38:04,596
I'm gonna give you $5,000 to
take your family to Disney.
1129
00:38:04,598 --> 00:38:07,799
The real one in Florida?
1130
00:38:07,801 --> 00:38:09,701
The real one in Florida.
1131
00:38:09,703 --> 00:38:13,038
And when you get back, I'm
gonna give you $20,000 for a car.
1132
00:38:13,040 --> 00:38:14,572
Ah, dude.
1133
00:38:14,574 --> 00:38:17,175
Just a practical car for yourself.
1134
00:38:17,177 --> 00:38:19,678
Wow. Wow.
1135
00:38:19,680 --> 00:38:20,779
Will it help you?
1136
00:38:20,781 --> 00:38:21,780
- Will it?
- Yeah.
1137
00:38:23,650 --> 00:38:24,783
Is that a question?
1138
00:38:24,785 --> 00:38:28,119
Of course it's gonna help me.
1139
00:38:28,121 --> 00:38:29,754
I'm too excited right now.
1140
00:38:29,756 --> 00:38:32,390
Like, I just want to go outside and...
1141
00:38:33,326 --> 00:38:35,960
Just give somebody a hug.
1142
00:38:35,962 --> 00:38:39,964
Where I grew up, people
don't care about college.
1143
00:38:39,966 --> 00:38:42,033
And now it's like... my daughter,
1144
00:38:42,035 --> 00:38:44,669
she got all the opportunity
1145
00:38:44,671 --> 00:38:47,238
to do whatever she want to do, so...
1146
00:38:48,241 --> 00:38:50,709
These... these tears of joy right here.
1147
00:38:52,512 --> 00:38:54,312
I can't stop crying.
1148
00:38:54,314 --> 00:38:55,547
Oh, man.
1149
00:38:55,549 --> 00:38:59,017
Lexi, I thought you were
an amazing associate.
1150
00:38:59,019 --> 00:39:01,152
You're bubbly. You're full of energy.
1151
00:39:01,154 --> 00:39:03,521
You interacted so positively
with the customers.
1152
00:39:03,523 --> 00:39:05,457
- Take care. Thank you.
- Buh-bye.
1153
00:39:05,459 --> 00:39:07,192
When you notice someone walking in,
1154
00:39:07,194 --> 00:39:09,060
just kind of, you know, "hi, how are you?"
1155
00:39:09,062 --> 00:39:10,061
you were a great coach.
1156
00:39:10,063 --> 00:39:11,162
Thank you.
1157
00:39:11,164 --> 00:39:12,797
When you were teaching me how to use
1158
00:39:12,799 --> 00:39:15,166
the point of sale system...
the cash register...
1159
00:39:15,168 --> 00:39:16,701
you told me that from time to time,
1160
00:39:16,703 --> 00:39:18,564
that I want to get that fixed.
1161
00:39:18,565 --> 00:39:20,380
- Right.
- 'Cause I don't want you to be frustrated.
1162
00:39:20,445 --> 00:39:21,644
I don't want our
customers to be frustrated.
1163
00:39:21,646 --> 00:39:22,812
- I agree.
- So I'm committed to that.
1164
00:39:22,814 --> 00:39:24,914
Thank you. I appreciate that.
1165
00:39:25,016 --> 00:39:26,349
You know, you mentioned to me
1166
00:39:26,351 --> 00:39:28,418
going through some
transition with your housing.
1167
00:39:28,420 --> 00:39:29,452
Yes. Yes.
1168
00:39:29,454 --> 00:39:30,954
Financially, being on my own
1169
00:39:30,956 --> 00:39:33,056
is just not possible right now.
1170
00:39:33,058 --> 00:39:35,024
Well, today I'm gonna give you $5,000
1171
00:39:35,026 --> 00:39:36,225
towards your housing needs.
1172
00:39:36,227 --> 00:39:40,029
You're lying.
1173
00:39:40,031 --> 00:39:41,831
Are you guys being serious?
1174
00:39:41,833 --> 00:39:43,299
I'm totally serious.
1175
00:39:45,170 --> 00:39:46,970
Today is a day of truth.
1176
00:39:46,972 --> 00:39:49,172
It was undercover before. This is real.
1177
00:39:49,174 --> 00:39:51,374
I just don't know what to say.
1178
00:39:52,544 --> 00:39:54,177
Another thing you told me about
1179
00:39:54,179 --> 00:39:55,445
was your dreams for the future
1180
00:39:55,447 --> 00:39:57,413
- and your education.
- Yes.
1181
00:39:57,415 --> 00:39:59,449
What's ahead of you? What's coming next?
1182
00:39:59,451 --> 00:40:00,483
Nursing school.
1183
00:40:00,485 --> 00:40:01,784
Is that your real passion?
1184
00:40:01,786 --> 00:40:03,786
Nursing is my mom's passion.
1185
00:40:03,788 --> 00:40:05,421
- Okay. For you?
- For me, yeah.
1186
00:40:05,423 --> 00:40:08,358
But I want to be an aesthetician.
1187
00:40:08,360 --> 00:40:10,960
What would it cost to pursue
the courses that you want?
1188
00:40:10,962 --> 00:40:13,596
That's another $5,000, $10,000.
1189
00:40:13,598 --> 00:40:15,865
So today I'm gonna give you $10,000
1190
00:40:15,867 --> 00:40:19,769
to pursue that education.
1191
00:40:19,771 --> 00:40:20,870
No way.
1192
00:40:20,872 --> 00:40:22,038
Way.
1193
00:40:24,709 --> 00:40:26,209
No way.
1194
00:40:26,211 --> 00:40:28,978
No way.
1195
00:40:28,980 --> 00:40:30,913
I feel like my heart's
gonna come out of my chest.
1196
00:40:30,915 --> 00:40:32,782
Sorry.
1197
00:40:32,784 --> 00:40:34,484
You don't have anything to apologize about.
1198
00:40:34,486 --> 00:40:35,785
Shh...
1199
00:40:35,787 --> 00:40:38,087
Okay.
1200
00:40:38,089 --> 00:40:40,356
That'll get me where I want to be.
1201
00:40:40,358 --> 00:40:44,594
That'll just help me have a career.
1202
00:40:44,596 --> 00:40:46,496
I came from pretty
humble beginnings in life.
1203
00:40:46,498 --> 00:40:48,865
You know, my parents
were always there for me,
1204
00:40:48,867 --> 00:40:51,434
but we didn't have the means to kind of...
1205
00:40:51,436 --> 00:40:52,835
for them to put me through college.
1206
00:40:52,837 --> 00:40:53,836
Mm-hmm.
1207
00:40:53,838 --> 00:40:55,238
I did it the same way you did it.
1208
00:40:55,240 --> 00:40:57,273
I took out a lot of loans.
1209
00:40:57,275 --> 00:40:58,975
Tell me about your loans again.
1210
00:40:58,977 --> 00:41:03,112
My balance... all in all,
I've taken out like $50,000.
1211
00:41:03,114 --> 00:41:05,448
Well, Lexi, I have one more thing today.
1212
00:41:05,450 --> 00:41:06,716
Please don't, 'cause you're gonna give me,
1213
00:41:06,718 --> 00:41:08,818
like, a heart attack, seriously.
1214
00:41:08,820 --> 00:41:11,554
I'm gonna pay off your
$50,000 in student loans.
1215
00:41:11,556 --> 00:41:13,322
No.
1216
00:41:13,324 --> 00:41:14,857
No.
1217
00:41:14,859 --> 00:41:17,293
No.
1218
00:41:17,295 --> 00:41:20,797
It's gonna happen.
1219
00:41:20,799 --> 00:41:22,098
Clean start.
1220
00:41:22,100 --> 00:41:23,566
Are you kidding?
1221
00:41:23,568 --> 00:41:25,902
No.
1222
00:41:25,904 --> 00:41:27,170
I'm not kidding.
1223
00:41:33,501 --> 00:41:36,169
That's way too much.
1224
00:41:36,171 --> 00:41:38,304
You're a special person.
1225
00:41:38,306 --> 00:41:40,540
You have a amazing future ahead of you.
1226
00:41:40,542 --> 00:41:41,474
Can I, like, hug you?
1227
00:41:41,576 --> 00:41:42,875
- Sure you can.
- Is that... okay.
1228
00:41:43,878 --> 00:41:45,444
Thank you so much.
1229
00:41:45,446 --> 00:41:47,446
It's like hugging my daughter.
1230
00:41:47,448 --> 00:41:50,950
It just feels like a huge...
1231
00:41:50,952 --> 00:41:52,551
Has been lifted.
1232
00:41:54,422 --> 00:41:55,721
I can start over.
1233
00:41:55,723 --> 00:41:57,323
I can finally do something
1234
00:41:57,325 --> 00:42:01,727
that I want to do for myself
instead of other people.
1235
00:42:01,729 --> 00:42:02,762
I could live on my own.
1236
00:42:02,764 --> 00:42:05,364
I don't have to go back and... I...
1237
00:42:05,366 --> 00:42:07,633
Sorry, I don't want to get
everything on your nice suit.
1238
00:42:07,635 --> 00:42:08,601
It's fine.
1239
00:42:08,603 --> 00:42:09,769
You can head right over this way.
1240
00:42:09,771 --> 00:42:13,205
I'm finally gonna be independent.
1241
00:42:13,207 --> 00:42:15,408
Finally.
1242
00:42:48,910 --> 00:42:51,444
This season on Undercover Boss...
1243
00:42:51,446 --> 00:42:54,714
Hallelujah!
1244
00:42:54,716 --> 00:42:56,182
Young, crazy...
1245
00:42:58,486 --> 00:43:00,653
I'm ready to parachute
in like Mary Poppins.
1246
00:43:00,655 --> 00:43:02,221
Oh!
1247
00:43:02,223 --> 00:43:03,956
Out of control.
1248
00:43:03,958 --> 00:43:06,992
The working conditions are terrible.
1249
00:43:06,994 --> 00:43:08,227
I put my two weeks in this morning.
1250
00:43:08,229 --> 00:43:09,195
Come on.
1251
00:43:09,197 --> 00:43:10,763
It sucks here.
1252
00:43:10,765 --> 00:43:13,999
It's not working out.
Today's your last day.
1253
00:43:14,001 --> 00:43:17,337
I've failed at being a CEO in many ways.
1254
00:43:19,038 --> 00:43:25,038
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