All language subtitles for Undercover Boss S5 EP3 Dutch Bros. Coffee

Translated By The Community Of WWW.MY-SUBS.COM

Since the premiere of Undercover Boss,

more than 60 bosses have given away

nearly $6 million...

I have a check for $250,000.

Oh, my God.

...And implemented

sweeping company-wide changes...

As a company,

we're actually gonna

restore the 401K.

It's a $1 million expense.

...To benefit the lives

of more than 40 million employees.

Whoo!

Some people, I just want to punch them

in the face sometimes.

But not everyone deserved

to be rewarded.

I know how to grow some really good weed

if you're really interested.

It's not wrong of me to hate people.

Tonight,

the latest boss to jump into the fire

is Jane Grote Abell...

Hi.

Oh, man.

...The chairwoman

and owner of Donatos pizza,

her family's 50-year-old business.

Hi, and welcome to Donatos,

how can I help you?

By going under cover...

I'm Cathy. It's nice to meet you.

It's nice to meet you.

...This boss finds the employees

that keep her company rolling
in the dough.

Cathy, you've got a pizza
coming out to be cut.

Let's run up. Let's run up, faster.

Just come through the brush.

Delivering on campus is fun.

I have a really good time doing it.

What happens

when this boss finds one delivery driver

with his own ideas

about what makes a good tip?

A lot of people smoke pot,

and they will, like,
invite me to come in

for a little bit.

And if I'm not very busy

and I don't need to be
super focused really,

then I'll kind of... indulge.

You do not.

Find out next

on Undercover Boss.

Undercover Boss 5x03 - Donato’s
Original air date October 11, 2013

Sync and corrections by atrn97g
for www.MY-SUBS.com

With a home
base in Columbus, Ohio,

and grossing $170 million a year...

Donatos is one of the most
lucrative pizza chains

in the country.

Topping this pizza empire

and its 5,000 employees

is one woman.

I'm Jane Grote Abell,

and I'm the chairwoman of Donatos.

I think the main difference

between Donatos
and other pizza companies

is that we're a family.

My dad, when he was a kid,

knew he wanted to go into business.

And then by the time he was 18,

he had an opportunity
to buy a pizza place

with $1,300.

My grandpa wanted him to name it Grote

because that's our last name.

And my dad just knew that "Grote Pizza"

probably wasn't gonna be
that great of a pizza name,

so he bought the name "Donatos"

which means "to give a good thing."

My dad's philosophy is to treat others

the way you want to be treated.

It's the golden rule,

and we try to carry that
through our stores

and our bakery
and everything that we do.

I was a little girl growing up

behind our very first restaurant,

and literally, our front yard

was 25 feet behind the back
of the restaurant.

My brother and my sister and I,

we would help mix the dough.

We would crack the eggs for the dough.

And my mom made the lasagna
and the spaghetti sauce.

And my grandma made
the meatballs and the sausage.

I mean, literally, to the point

where my grandma always
smelled like sausage,

and I thought everybody's
grandma smelled like sausage.

And I remember my dad saying,

"Donatos is gonna be around
the world one day,"

"and I don't just mean selling pizza."

"We're gonna bring our principles
to work with us."

So I worked in the restaurants

all through high school,

and I attended
the Ohio State University.

After I graduated
from Ohio State University,

I interviewed and I worked
in our training department.

So I've never had a job anywhere else.

It might be embarrassing, but it's true.

In 1999, we started exploring,

"what are the different ways to grow?"

And we got a phone call out of the blue.

McDonalds wanted to meet with us,

and they wanted
to buy the whole company.

So it took us a long time to decide,

but we finally came to the conclusion

that we would sell to McDonalds

as a subsidiary of McDonalds,

and we grew fast.

And it became different.

It was corporate.

It was a different company.

And then McDonald's stock, in 2003,

really hit a historic low.

And so they started getting
a lot of feedback

that maybe they should
just focus on their core brand.

So when the rumor hit the street

that McDonalds was going
to close Donatos,

my first immediate reaction was like,

"come on, dad, we've got
to buy the company back."

Are you guys hungry?

I'm starving.

I've only done one of these.

When Jane pleaded
to buy the company back,

I felt that she embodies everything

that Donatos is about.

It's part of her DNA.

Ah!

You burned a pizza finally.

Yes, he burned a pizza.

Oh.

After we bought the company back,

I was in charge

of lots of different areas
of responsibility.

And I loved going to work.

And it was my family at work.

What I lost was my purpose,

my soul at home.

I had a son in college

and two young daughters.

And unfortunately,

I found myself in a situation

where our marriage
was no longer gonna last,

and we needed to part ways.

When I came to the conclusion

that I had to make a change,

I think the hard part about that

was talking to my dad about it.

I was afraid to let him down,

and the pivotal point was when one day,

I can remember it,

in his kitchen, and I said,

"I just want to be a good mom."

So he said,

"no matter what you're faced
with in life,"

"just love your way through it."

Have you ever worn a wig before?

On Halloween.

I think it's gonna be

a challenge for me to go undercover.

I'm kind of the face of the company.

It's gonna be extremely hard
to disguise me.

It looks like I have a big head.

So throughout my
undercover journey,

I'll be posing as Cathy Cooper,

a rockabilly chick competing
to open up my own restaurant.

My associates have been told

they're on a different reality show.

They have no idea

this is actually Undercover Boss.

That looks different.

Donatos is truly still my baby

and my dad's baby.

So being able to go into the store

in this disguise is my chance

to find out whether or not
our mission is alive.

Every single restaurant we open up

has an opportunity to touch lives.

And so it's a mission beyond pizza.

What if I have to blow my nose?

Hi.

Oh, man.

When it's a family business,

and your dad starts something

and builds it to be this...

this great company,

there's a lot at stake.

I want to make sure

our family legacy is alive and well

in our stores,

and that we are keeping up

with competition and technology.

And that will ensure

that our business is around
for another 50 years.

Today I'm at our campus location

at the Ohio State University,

and I'm gonna be working
as a delivery driver.

What can I get for you today, Mark?

A delivery driver

is a really important part
of our business.

And the reason for that

is they're actually taking our product

to the customer's home.

So they have to be respectful.

They have to be courteous.

They have to drive within
the guidelines of the law,

because they're representing
Donatos out on the road.

Hi, is Aaron here?

Hey, how's it going?

- That's me.
- Oh, hi.

Hey, nice to meet you.

- Nice to meet you.
- Are you my contestant?

- I am. I'm Cathy.
- Awesome.

I'm the delivery driver here.

I guess I should probably
show you around then.

Yes.

Cathy's hot. Cathy's good-looking.

I like her septum piercing.

I like the tats,

the glasses, the black hair.

So she's got it going on.

This is our driver's station.

This is where we're gonna be
taking the deliveries from.

Okay.

This is my driver's station here.

We're waiting on another driver

to come in right now and get my back.

I was only in the store

for just a couple of minutes.

He's talking to me about his job

and what he's supposed to do.

And the manager behind him

is just standing there staring at me.

Every driver's issued a bank

as soon as we get rockin' and rollin',

so that way you're gonna
be able to make change

when the customer gives you...

She looked at me eye-to-eye,

and even with my brown contacts,

I got that feeling
that she was just like,

"oh, yeah, I know something's going on."

The tickets will print here
where you make the food.

Once the food's printed off,

we've got an individual here

and a side order of breadsticks.

It makes me really anxious.

My adrenaline's going through the roof.

Will you excuse me for a minute?

I feel like the walls are coming in.

Yeah, do you know
where the manager went?

'Cause she's either figured me out,

or she thinks something else
is going on.

This is really high stakes.

Can I talk to you?

Yeah.

So I feel like I only have
a short period of time

to make this work.

I've got to make sure
that I pull this off.

Okay, I think... I think you know...

I do.

...Who I am. Okay.

I could totally tell when
you sized me up and down...

It was shocking. It was shocking.

So because you know,

I'm pulling you into my confidence here.

Have you told anybody at all?

Yeah.

- You did?
- I did.

Have you told anybody outside
of the store?

- No.
- Okay.

Can you do me a huge favor?

I need you to play this
whole competition thing up.

Thank you for calling Donatos on campus.

Aaron speaking.

Will this be a pickup or delivery?

You need to get all
their eyes off of me.

Okay.

And let me do the mission with Aaron.

'Cause we got a long time to go here.

Seriously, if this one thing is blown...

Yeah, no, I understand.

So it comes back down to you and me.

You got it?

I'll try.

I'll try really hard.

I believe in you.

I know you can do it.

So you're with me, right?

I'm with you.

So my plan is to go back in there

and hopefully get out on the road

as soon as possible.

Hi, Aaron.

Sorry about that.

Oh, hey. I'm back.

We've actually got
a couple of deliveries

that are up now.

So we're just gonna go ahead

and grab the ticket.

Take the bag up here.

So they put all the deliveries up here?

Yeah.

Open it up, double-check it,

make sure it's the right one.

And then we're just out the door.

Okay.

When we walked out
of that store, I was like,

"oh, thank goodness we're in this car,"

"and I don't think
he has any idea who I am."

I just took a deep breath,

but then I was like,

"I've got to stay in character."

"Stay in character."

When we get out there,

it's gonna be fast.

We've got to grab the pizza,

and we've got to get it up to the door.

Okay.

All right, so come up
and watch what I do.

Okay.

You've got to run up here...

You run, huh?

Get it up the steps.

You want to address
the customer by their name

and tell them the total.

Hey, what's up, Mark? How you doing?

Good. How are you?

I'm pretty good.

All right, here's your pizza.

Just go ahead
and double-check that.

It looks good.

All right, awesome. It's $15.68.

And you were gonna be paying with cash?

Yep.

- All right, cool.
- Here you are.

- All right, thank you.
- Keep the change.

Awesome. Thank you. Appreciate it, Mark.

You have a good one. Thanks.

I love that Aaron had a really great

customer service balance with speed,

and I still don't think
he suspects a thing

about how I really am.

All right, so I'm just
gonna hop out here, then.

All right, now I'm actually
gonna have you handle this one.

So here's your pizzas.

When you get in there,

you're gonna want to set
all that food down

and make sure you don't tip it over

while you're opening the bag.

Delivering pizzas was one

of my favorite jobs when I was growing up.

But I've not delivered
pizzas in 30 years.

All right, so I'm gonna give

the customer a call again.

My phone's in my car, so...

Okay.

I'm gonna have to run out

and grab that really quick.

Okay, I'll wait here for you.

Hi, did you order Donatos?

Yes, I did.

- Hi, I'm Jane.
- Hi.

- Nice to meet you.
- Nice to meet you.

Um...

Oh, my gosh.

I just said, "hi, I'm Jane,"

not even thinking about it.

Do you want to go ahead

and check the order

and make sure you have everything?

Um...

Okay, that will be $83.21.

Cathy's clearly never

delivered a pizza in her life.

She was not very good
the first time around.

She was slow.

She was very unsteady, very uneasy,

clearly nervous.

Cool. You can keep the change.

Awesome. Thank you very much.

You're welcome.

All right, you have a good one.

I'm gonna need her to step it up

with these next few deliveries,

because I'm gonna get her
to be the best delivery driver

that she can be
by the end of this night.

All right, so I'm gonna be

a little harder on you this time.

I am going to time you.

So this should be a minute and a half.

Okay.

All right, so I'm starting now.

So let's run up. Let's run up faster.

Just come through the brush.

I can't go through their garden.

Just guess it's this one.

Hi, how are you?

Hi, I'm good.

I'm from Donatos.

And did you order a large pizza?

I did.

Let me get your total.

It's $15.18.

Perfect. Keep the change.

Oh, thank you so much.

All right. Thank you.

You have a wonderful evening
and enjoy your food.

All right, now run.

I can't. I have to go this way.

No, you've got to run through the mulch.

I know, but I can't.

Let's go.

Maybe she spent a lot of time
in that garden.

All right, boom.

We're at a minute and 8 seconds.

That was good, right?

That was epic.

That was actually...

See, I can go down the sidewalk.

That was really good.

Aaron's a perfect picture

of what a delivery driver is.

He is fast.

He is nonstop.

The perfect delivery driver.

Delivering on
campus is fun, though.

Like, I really...

I have a really good time doing it.

You can, like, encounter
some really weird stuff.

Like what?

A lot of people smoke pot,

and they will, like, invite me

to come in for a little bit.

And if I'm not very busy,

and I don't need to be
super focused really,

then I'll kind of... indulge.

You do not.

I can't think of another time

I've been this disappointed.

And when you see so much hope

and potential in someone,

it feels like betrayal.

It's just one of the perks.

That concerns me, though,

'cause then you get back
in your car and you drive,

and you can't do that.

Well, it's not like I sit there

and smoke for, like, 20 minutes.

Not only is it just not safe,

it's illegal.

I wanted to take off my disguise

and fire him right then.

A lot of people smoke pot,

and they will, like, invite me

to come in for a little bit.

And I'll kind of... indulge.

You do not.

As Aaron is telling me

that he's taking deliveries

and every once and a while

takes a joint someone offers to him,

I want to express to him
how serious this is.

And it's illegal.

And it's just not okay.

Are you against that?

I am really against it.

I'm sorry.

I don't want to, like...

I don't want to disappoint you.

Especially you're
getting behind the wheel.

But it doesn't really
affect my abilities.

All right, we have to...

we'll talk about this more
on the way back.

Ah, jeez, all right.

Let's go. Come on.

We don't have time to chitchat.

Maybe it's not a big deal in his world,

but he put a lot of people at risk.

I honestly didn't even want

to get back in the car with him.

You actually did a really...

Should I drive back to the store?

Should you drive back to the store?

No.

Are you under the influence right now?

No. I don't do it often.

I got a little nervous.

Jeez, what do you think?

I was just smoking in the store,

and then I just went out on the road?

Cathy got pretty angry with me.

Kind of lectured me like a mom.

Cathy needs to hit the bong

and just chill out for a bit.

It's nothing that bad.

I think you're making it out
to be, like,

the devil's drug, the devil's weed.

Is it legal?

Is it legal to smoke marijuana?

- Yes or no.
- It's not, no.

It's not legal.

If my delivery driver did that,

I would fire them.

Would you really?

- Absolutely.
- Oh, wow.

Well...

I don't tell my bosses that I do that.

You can't tell my bosses that I do that.

Do you think if your bosses know,

they would fire you?

No.

Well... maybe.

I don't know. Potentially.

I'm really angry.

He jeopardized our entire company.

Not just that store,

but all of our franchise partners.

He puts everybody at risk

by being out on that road
under the influence.

All right, let's get back in.

All right.

But he does his job very well.

He's a very good driver.

So I'm not sure what I'm gonna do.

Today I'm in Vienna, Virginia,

and I'm gonna be working
as an assistant manager.

After working with Aaron,

who doesn't really demonstrate
the values

of someone that we want as part
of our family,

I'm really hoping today will be better.

Hi.

Are you Buffy?

Hi, are you my contestant?

I am. I'm Cathy.

It's nice to meet you.

Nice to meet you.

Going undercover,

I want to make sure that we are using

the processes and the systems

that my dad put in place 50 years ago

so that we're doing the right things

every single day

in order to give our customers
the best pizza.

- So you ready to get started?
- I am.

All right, so...

Let me show you how to do this.

First thing we do is zero out our scale.

Everything we do gets weighed in here,

because our company has determined

what's the best, most perfect amount

of sauce, cheese, and toppings

so that our guests

get the perfect pizza every time.

- Wow, okay.
- Okay?

I think Buffy is

doing a great job training me.

We cover every pizza edge to edge

so that the guests
can taste our toppings

in every bite.

Not just showing me

how to do it,

but explaining why we do it.

This is your first priority
back here, okay?

The pizzas have to get made,

because we have to get
our guests satisfied.

So I'm gonna give this all to you.

- Oh, you're leaving me?
- Yeah.

Just call me if you need me, okay?

- Okay.
- All right, Cathy, good luck.

Thanks.

I've been making pizzas my whole life,

so I'm confident about that.

Oops, I dropped one.

Cathy, you have pizza to cut.

Um...

You've got to come cut the pizza, okay?

All right.

But as more orders started coming in,

I did get flustered.

Cathy, you've got a pizza

coming out to be cut.

Ah! Okay.

Ah!

Oh, jeez, that's
a lot of toppings.

You got any tickets for me?

This is a lot of toppings.

I've got this one coming.

We need to get these going, so...

Okay.

Oh, I just knocked one down.

Cathy, you've got a pizza

coming out to be cut.

Okay, okay, okay.

Cathy was awful at making pizzas today.

You know, it was her first day,

but she was terrible at it.

I have a lot of pizzas coming out.

Okay, and these are
actually timed orders.

So that's a good thing.

But this actually does
bring up something.

We've got a great website,
and it looks pretty,

but it doesn't always function
like it needs to.

So what happens?

People put in specialty orders,
like they don't want mushrooms

on top of it, for instance.

We don't always get that instruction

through our website.

Huh. Okay.

When you have
an assistant manager like Buffy

who's that talented

being hindered by an outdated
online ordering system,

that's a huge problem.

So that's one thing I will take back

and make sure we talk
to our I.T. department about.

Every day, come in with the mind-set

that I'm gonna make
somebody's day better,

and that's what I try to,
like, give everybody here.

You know what I mean?

So how do you do that?

You have to set the example for them

and really be that, like,

little Energizer bunny
for your business.

I was getting teary-eyed
just listening to Buffy talk.

It's almost unbelievable
to walk into a store

so far away from our home base,

and hear the exact same mission

and passion and love for the business

that my dad started with 50 years ago.

So it completely blew me away.

Great job. Let's take a break.

- You went through a lot.
- Good. I'm tired.

- We needed a rest.
- I know. For real.

Do you live by this Donatos?

Where does your...

Actually, I live pretty far away.

I live about 40 miles from this store.

I don't even own the bed I sleep on.

The last two years have been
a little rough for me,

I was living in Augusta, Georgia.

I was the G.M. of a hotel there.

We decided to take
a birthday party for...

you know, to fill up some

of our banquet space and everything.

A young man, who was 19 years old,

who worked for me,

was watching the party that night,

and this kid with a gun

came up and shot, like, into the crowd

and hit this kid that worked for me.

And he died right there

in the lobby of the conference center.

And you know, it was...

it was, you know,
a really big thing for me.

Not only did... you know what I mean...

did I feel responsible for it

'cause I had taken the party.

He was 19, you know what I mean?

I had to tell his mom

that somebody who I was responsible for,

you know, died,

because of a decision I made

to take this party.

Um, you know, so I couldn't...

I didn't want to keep my job any more,

because I didn't want to be there

and be reminded of it every day.

I couldn't... in my head,

I couldn't get over it, you know?

I had some other
personal things going on.

Like, my marriage was already,
like, kind of rocky.

And even though we had
these kids and everything,

it just wasn't going right.
You know what I mean?

So I looked for a job up here.

I ended up having to give up
custody of my kids.

I lost everything.

I was just in a really bad place.

I was unemployed. I didn't have my kids.

Not really knowing what
I was going to do.

And then I saw the ad for Donatos,

and I went ahead and sent my resume in,

and it's been...

this amazing change for me.

I mean, like, it gave me a place

where I could, like, plant and grow.

And that was the turning point for me.

People believed in me

and helped me believe in myself again.

And...

You know.

I lost everything,

and they gave me back everything.

So...

Wow.

Donatos has been very, very good to me.

Buffy shared with me

what she's been through

and the fact that she lost
custody of her children.

Obviously, any mother
that has children...

You ache in the pit of your stomach,

because I could not imagine
not seeing my kids.

And she didn't let it crush her spirit.

That takes a really strong
person to do that.

My dad would be really,
really, really proud.

Coming up...

Hi, welcome to Donatos.

...The boss brings one

of her own restaurants
to a grinding halt.

Okay, I'm so sorry.

And later,

the boss lays down the law

with her delivery driver.

- You're upset with me?
- I'm very upset.

Jane Grote Abell,

the chairwoman and owner
of Donatos Pizza,

is a boss under cover
in her own family business.

Hi, is Aaron here?

- That's me.
- Oh, hi.

Her employees think

she's a contestant on a reality show,

hoping to win money
to start her own business.

Cathy, you've got a pizza
coming out to be cut.

Okay, okay, okay.

After a bump in the road...

A lot of people smoke pot.

And I'll kind of... indulge.

You do not.

...Her journey continues

in Columbus, Ohio.

Today I'm back in Columbus, Ohio,

and I'm gonna be working as a cashier.

$12.58.

Working as a cashier is
such an important position,

because the cashier is
the first impression

our customers are gonna have
when they walk in,

and they're the last impression
when our customers walk out.

Our associates have to make sure

that they make the customer feel

like they're guests in their own home.

And you have to have a smile,
and you have

to have a positive attitude
all the time,

even when something goes wrong.

Hello, welcome to Donatos. How are you?

I'm good.

I'm Cathy, and I'm looking for Kanisha.

Well, you found her.
Are you my contestant?

- Yes I am.
- Nice to meet you.

Why don't you come back here?

I can show you the register.

Okay.

Whenever you take an order,

you click "add to order,"

and once they're done,

you click "order summary."

You tell them, "your total is $4.69",

"and it should be ready
in about 14 minutes."

Okay.

You want to try the next one
all by yourself?

The next customer by myself?

Yes. No worries.

I'm always right by your side.

I got your back. I promise.

Hi, welcome to Donatos.

How can I help you?

Okay.

That's the large, right?

I'm sorry. I'm training.

Okay.

So, um...

30 years ago,

when I worked as a cashier,

we actually wrote things down

with a pen and paper.

And then you want
to click "add to order."

Oh. Thank you.

Things have obviously
changed dramatically.

Sorry.

So that makes me a little anxious.

And you give me a receipt.

Okay, I'm gonna give you a receipt.

There you go.

- Thank you.
- You're welcome.

Hi, how are you doin' today?

Hello.

May I have a large thin crust pepperoni?

And I have to ask you,

are those cherry blossoms on your arm?

And a butterfly.

- Beautiful work.
- Thank you.

You're welcome.

Will this be for pickup or delivery?

Or pickup or, yes, or here.

You got me all flustered.

I think Cathy is easily distracted.

She maybe sometimes gets
overwhelmed or flustered.

There's a big line out there, so...

There is a big line out there?

Now, you just made me nervous.

Do we have an order in for Fatasha?

Tasha.

What was the last name?

Fatasha.

Tasha.

I was just a little nervous for Cathy,

because there was a long line there.

Um...

Let me get it for you right away.

Okay, I'm looking for stromboli,

and I cannot find it.

Um, I'm sorry,

I can't find stromboli on here.

Oh, you're fine.

She asked me
for help a few times,

but other than that, she kind of, like,

found her way through the menu,

and, you know, she fought
through the rush.

So can you tell me what maybe,
like, motivated you?

I've been a single parent for a while,

and so I've been doing waitressing and...

Kudos to you for being a single parent,

'cause the person I live with

necessarily isn't my birth mother.

She's my great aunt,

but she played both roles
just like you had to.

Do you know your birth mother?

My birth mother's actually incarcerated.

Wow, and how old are
your brothers and sisters?

My baby brother passed away.

Yeah, he was, um, he was 14,

but, this is why I wear the green band.

It says "donate life."

Because we donated his organs.

And we get letters from
people that he's helped.

How did he pass away?

He was playing basketball.

He passed out on the court,

and he had... basically,

his main heart artery was blocked.

Oh, my gosh.

I mean, I think one of the reasons

he had heart problems was because,

basically, you know,

she chose the pathway of doing drugs.

I mean, I'll be honest.

I definitely blamed her.

I think...

I think one of the hardest
thoughts I would think like,

"how could maybe, like,
a mom do that do her kids?"

Or "because of you, my brother is gone."

That's a hard thing
to deal with, sweetheart.

I feel overwhelmed.

The fact that this young woman

has had such hardship in her life,

it makes you value the upbringing

that so many people do have.

I started working here
right after that time,

but even during that time,
like, everyone,

even though they didn't know me,
they still kind of,

like, was there for me
and kind of, like,

welcomed me with open arms.

Wow.

Like, I'm going to be
a freshman in college.

I'm gonna major in biological sciences.

I just, I mean, I've got

a bright future ahead of me,

so I'm really excited.

Kanisha is a take-charge person.

I really truly admire her.

And for her to call
this store her family,

that's the reason for me when we said,

"we have to buy the company back,"

"because people are counting on us,"

it's those examples right there.

Makes me never regret that decision.

Today I'm on the
West Side of Columbus,

and I'm gonna be working

as an associate at our pickup window.

Years ago,

when I was working in the restaurants,

we didn't have the pickup window.

So it's kind of a new thing

for really the pizza industry.

This store, particularly,

has a very high percentage
of drive-through.

So the most important thing they can do

is make sure that
they're greeting the guests

but also making sure
that order is accurate.

Hi. I'm Cathy.

- I'm Tangee.
- Hi, Tangee.

Are you my contestant for the day?

I'm your contestant.

I'll be training you on the window.

Okay.

This is our lovely,
little, old computer.

We literally have to squint

to look at the print on it.

Do they have new ones?

At the other stores.

We haven't got updated yet.

Right off the bat,

I see that the computer system
at this store

is a 30-year-old system.

So I need to make sure

we get the new system in this store.

Does that beep
mean there's a customer?

Yes.

What's the name on your order?

- Baker.
- Baker?

So you can look it up here on last name?

- Yes.
- Okay.

And then it tells you what it is?

Thank you. Have a nice evening.

And that's pretty much it.

So do you want to try and do this one,

or do you want me to show you

how to do it again?

I would like you to show me.

I'm not ready.

My first impression of Cathy

is she's not very confident.

Confidence is the key when it's coming

to working in the restaurant business.

What's the name on your order?

Harris.

Harris.

So you keep pulling up this screen

before you go to the screen
to put their name in?

Yes.

So a large thin pepperoni?

Yes.

Tangee's role is to train me today,

and I'm kind of just standing here.

I have no idea what's going on.

How do you know that's their order?

Because it has a ticket
with their name on it.

Okay.

And here's your entire order.
There you go.

I have to keep
asking for information,

instead of her explaining it to me.

So it's frustrating me a little bit.

So it says,
"thank the customer by name."

- Yeah.
- Okay.

$3.96 is your change.

Give me just a quick second
for that, okay?

You don't want to thank them
by their name here?

We do.

At the same time we don't,

if it makes any sense.

What worries me,

if Tangee were to train
our new pickup window person,

obviously, that person's
gonna be confused.

You think you could
probably do it next time?

No.

Cathy's not wanting to do it.

She's not wanting to attempt to do it.

It's pretty much all
just watching me do it.

How did you learn?

Just watching and doing.

Really?

I'm hoping she grows a pair
so she can do this.

Thank you. Have a nice day.

This is actually the easiest thing here.

The phones are a lot harder.

Good thing I don't have to be
trained on anything else, huh?

Yeah.

What's the name on your order?

Norris.

Tangee interacts

with the guests very well.

She opens the window immediately.

She checks the order
to make sure it's right.

A coupon? Ooh, yay.

So I know she's capable of it,

'cause I can see her do it
with the guests.

Then there you go.

Thank you. Have a nice day.

What I'm not feeling from Tangee

is a sense of warmth and family
about this restaurant,

and maybe she's not feeling that within.

So I was curious
a little bit more about you.

Like, you don't feel like to me,

like you really love what you do.

This isn't something

I want to do 10, 20 years down the road.

Ah.

I want to go into veterinary medicine,

and I want to be able
to give back to my mother.

Why? What about your mom?

About a year ago, my mom
had a nasty divorce,

which left us with nothing.

It's just you and your mom?

Yeah.

Have to live paycheck to paycheck

for both of us.

That's a lot of responsibility
you have at 19.

I've had to have it
since I was, like, 16.

Divorce is really hard.

And I think in relating with Tangee,

it's the put on a tough exterior

and maybe not always letting
people get to know you

because you don't want to get hurt.

About a year before the divorce,

I lost my grandmother too.

She helped raise me.

She was a good lady?

She really was.

I don't think Tangee knows

what family really feels like.

And I want to make sure

that when we have people in our store

like Tangee

that we have a better way to help them.

Because we believe that everyone

that's part of Donatos is family.

Have a good day.

Enjoy your cheese pizza.

Coming up,

the employees think
they're going to decide

whether or not Cathy deserves money

to start her own business.

How will they react

when the boss reveals her true identity?

I'm the chairwoman and owner of Donatos.

You're upset with me?

I'm very upset.

My week under cover has come to an end.

Cathy Cooper is finally gone,

and I'm back to being Jane Grote Abell.

Today my associates have been called

to a Donato's flagship restaurant.

They think they have been called here

to give feedback on whether or not

I deserve to win the money
to start my own business.

They have no idea why
they are really here.

- Hi.
- Hello.

So tell me how Cathy did.

She did okay.

She was scared.

Why do you think she was scared?

She was afraid she was gonna mess up.

Do you recognize me at all?

Cathy?

Your voice sounds familiar.

- It does?
- Yeah.

You're Jane Grote Abell.

I am.

Come again.

I'm the chairwoman and owner of Donatos.

Oh, wow, hi.

Oh.

- And I was Cathy.
- Oh, man, you were...

We are on Undercover Boss.

Oh, my God.

Okay.

Well, it's nice to meet you.

So, Aaron,

when you told me
you smoked pot on a job,

I've never been so angry in my life.

That's never happened
while I was working at Donatos.

You said you did it while
you at Donatos working.

A lot of people smoke pot,

and they will, like, invite me

to come in for a little bit,

and I'll kind of... indulge.

Are you upset with me?

I'm very upset.

I can't believe you would

in your Donatos uniform...

Yeah.

...ever make a decision

to do something that's illegal.

I apologize for that.

Well, you know,

I have to let you go
as a delivery driver.

Really?

But I want to make a deal with you,

because I do like you.

You do a lot of the right things.

You are.

You're fast on your feet,

and you are concerned
about checking the order,

and the importance of the customer,

and calling them by name
and engaging them.

So I'm gonna give you a second chance.

If you can take a drug test
in 30 days...

Okay.

You can come back and work
in the kitchen.

Wow, I really appreciate that.

All right, well, then we'll be in touch.

All right, great.

Jane could've fired me,

and I'm glad that
she's taking into account

all of the positives in me,

and I'm glad that she's giving me

the opportunity that she's giving me.

- Don't let me down.
- I won't.

- Don't let yourself down.
- I'm not gonna let you down.

I thank her for giving me
the chance that she's giving me,

and I think in the long run,

I'm gonna show her
how much I appreciate it.

Buffy, you did an outstanding job.

Every day I come in with the mind-set

that I'm gonna make
somebody's day better.

Everything you did embodies who we are.

- Over the top.
- Thank you.

I heard you talk about
our online ordering.

Yes, ma'am.

And how it can be cumbersome.

So I will fly you to Columbus

so that you can help us make sure

we've got a user-friendly
system in the stores.

Oh, wow, okay, great.

Because I think you had
a lot of great ideas.

Thank you.

So one other thing.

You're gonna be a general manager.

Are you kidding me?

Congratulations.

Oh, my God. Thank you so much.

Thank you.

Am I allowed to get up
and give you a hug?

You are. Absolutely.

Thank you so much.

You're welcome.

Oh, my God. That's so amazing.

I'm excited about it.

Also, you will get a $17,000 raise.

Oh, my God. Oh, my God.

I don't even know what to say.

Thank you so much.

You have no idea.

Thank you.

You guys have been so good to me

from the beginning, and I can't...

I can't even imagine
that there was more,

but thank you so much.

This is... this is really awesome.

Thank you.

I know things have been hard.

Yes, ma'am.

And you haven't been able
to see your children

like you would like.

So I want to give you $40,000

so you can help send them to college.

Thank you so much. Thank you so much.

That's amazing.

You're very welcome.

They're wonderful kids,

and they're all gonna do great things.

They are.

Wow.

I'm sorry.

I also want you to know

that for you personally,

I want to give you $30,000...

Oh, my God.

...So you can have a place closer to work

with your new job.

Oh, my God.

Thank you so much.

For the first time in a long time,

I can just breathe.

This is... this is amazing.

This is awesome.

Give me a hug.

Thank you so much.

I can't even describe, like,

how much my life has just changed

in the last 15 minutes.

This is absolutely overwhelming.

This is the stuff
that dreams are made of.

All of my financial issues

and everything that I stay
up nights worrying about

are just gone.

I feel like this is really gonna be

the beginning of something fantastic.

Tangee,

at very first, it was really hard

for me to get to know you.

The past with me
by experience with people,

it's hard for me to come out.

And I appreciate you
opening up to me personally.

And I appreciate how hard you work.

And while I was working with you

on that clunky system that we have...

It's old.

So we're not only gonna put
the new computer system

in your store immediately,

but we're gonna roll it out
to the whole company.

Thank you.

I think it would be a really
big improvement for us.

As we were in the dining room,

I just... I want to let you know

how much I appreciate you

opening up about your personal life.

You're a young lady

who has faced a lot
of challenges in life,

and you're helping your mom,

and you're working hard.

It's hard sometimes, though,

with all of the stuff that
you have on your shoulders,

you never get a chance
to be a kid, and...

I don't.

I want you to be a kid.

I want you to have fun.

So I would like to pay

for you and your mom to take a vacation.

Do you think your mom would like it?

I think she needs it more

than what anybody ever would.

I think you deserve it too.

The other thing we're gonna do...

I would like to pay your bills

and your mom's bills for one year.

I can help my mom out.

We can even be able

to probably pay my tuition for me.

Well, we are actually
gonna give you $10,000

to pay for your tuition to go to school.

Oh, my God.

What do you think?

That's awesome.

Thank you.

I want to hug you.

Thank you.

Thank you.

Oh, my God.

She changed my life.

She...

I'm proud of you.

I didn't think I would ever have

anything like this ever happen to me.

It feels great.

It feels wonderful.

Kanisha,

you are an incredible young lady.

Oh, thank you.

And you did a great job training me.

Thank you.

So one of the things

you talked to me about was your brother.

Yeah.

My baby brother passed away.

This is why I wear the green band.

It says "donate life,"

because we donated his organs.

So I want to sell the
wristbands in our stores,

and we're gonna have a collection

with your brother's name on it,

so we can give to Donate For Life.

I'm sorry.

Okay?

I'm sorry.

I know my brother would like that,

and it's just kind of, like,

one of the things that I'm afraid of

is maybe that people
will forget about him,

maybe his memory,

and I just feel, like,

that would make it even
better and bigger.

I really do appreciate that.

Well, finally,

because I know that
you've overcome so much,

and you chose to take
a really good path in life

by continuing your education,

I want to give you $50,000...

so that you can enjoy life

and really focus on your future.

I'm sorry.

I think it's just 'cause

I've never had someone be so nice to me.

I really... I really,
really appreciate that.

Thank you.

I'm just really... I'm really grateful.

- Oh, man!
- Give me a hug.

That was, like,

definitely the biggest
surprise of my life.

You just made my life a lot easier.

Good.

Honestly,

it makes me really happy.

I feel like I can really focus on school

and keep striving
to make my dreams come true.

This won't just affect me today

or affect me working at Donatos.

It affects the rest of my life.

Sync and corrections by atrn97g
for www.MY-SUBS.com