1 00:00:16,482 --> 00:00:17,448 [exciting music] 2 00:00:17,482 --> 00:00:18,448 male announcer: More than 100 3 00:00:18,482 --> 00:00:20,482 of America's biggest bosses... 4 00:00:20,517 --> 00:00:22,241 - I just hope I can keep up with the guys. 5 00:00:22,275 --> 00:00:24,655 announcer: Have gone undercover 6 00:00:24,689 --> 00:00:25,896 in their own companies. 7 00:00:25,931 --> 00:00:28,034 - That wasn't as easy as it looks. 8 00:00:28,068 --> 00:00:29,379 [indistinct shouting] 9 00:00:29,413 --> 00:00:30,517 - Lift me up! 10 00:00:30,551 --> 00:00:32,034 - I'm about to just flip out, here. 11 00:00:32,068 --> 00:00:34,482 - I would almost swear you look like somebody else. 12 00:00:34,517 --> 00:00:35,655 - Right here, right now, 13 00:00:35,689 --> 00:00:37,517 we're gonna shut the restaurant down. 14 00:00:37,551 --> 00:00:39,413 announcer: More than $20 million 15 00:00:39,448 --> 00:00:41,172 has been awarded to employees... 16 00:00:41,206 --> 00:00:43,310 - I'll write up a check for $250,000. 17 00:00:43,344 --> 00:00:44,482 - Oh, my God. 18 00:00:44,517 --> 00:00:45,586 announcer: And millions of lives... 19 00:00:45,620 --> 00:00:46,896 - I'm gonna pay off the mortgage. 20 00:00:46,931 --> 00:00:48,241 announcer: Changed forever. 21 00:00:48,275 --> 00:00:49,758 - For real? - This is real. 22 00:00:49,793 --> 00:00:53,620 The greatest reward is to see people live their dream. 23 00:00:53,655 --> 00:00:54,655 - That's a life changer. 24 00:00:54,689 --> 00:00:59,172 [dramatic music] 25 00:00:59,206 --> 00:01:00,172 announcer: Tonight... 26 00:01:00,206 --> 00:01:02,275 - [gasps] That's a lot. 27 00:01:02,310 --> 00:01:06,000 announcer: A multimillionaire CEO goes deep undercover... 28 00:01:06,034 --> 00:01:08,655 - But we gotta get a little bit more of a pep in your step. 29 00:01:08,689 --> 00:01:11,206 - Owner of the world's leading smoothie brand, 30 00:01:11,241 --> 00:01:13,482 Smoothie King, 31 00:01:13,517 --> 00:01:16,034 Korean businessman Wan Kim... 32 00:01:16,068 --> 00:01:19,413 - We believe we are gonna be bigger than McDonald's. 33 00:01:19,448 --> 00:01:21,931 announcer: Will be put to the test. 34 00:01:21,965 --> 00:01:23,689 - Whoa! What's happening? 35 00:01:23,724 --> 00:01:26,482 - He'll meet his match on the shop floor... 36 00:01:26,517 --> 00:01:27,827 - Whoa! Oh, my God. - Uh-oh, uh-oh! 37 00:01:27,862 --> 00:01:30,310 announcer: And discover some tough truths 38 00:01:30,344 --> 00:01:33,103 about the radical changes he's made. 39 00:01:33,137 --> 00:01:35,793 - I noticed instantly. Customers weren't happy. 40 00:01:35,827 --> 00:01:37,655 We're operating below standard. 41 00:01:37,689 --> 00:01:39,275 ♪ 42 00:01:39,310 --> 00:01:41,103 announcer: How will his coworkers react 43 00:01:41,137 --> 00:01:44,000 when they find out he's really the boss? 44 00:01:44,034 --> 00:01:47,034 - Oh, my God. I can't believe this. 45 00:01:47,068 --> 00:01:48,379 - [crying] 46 00:01:48,413 --> 00:01:51,137 announcer: All this next on "Undercover Boss." 47 00:01:52,241 --> 00:01:54,482 [upbeat music] 48 00:01:54,517 --> 00:01:56,034 ♪ 49 00:01:56,068 --> 00:01:59,931 - My name is Wan Kim, and I'm a CEO of Smoothie King. 50 00:01:59,965 --> 00:02:05,793 ♪ 51 00:02:05,827 --> 00:02:07,965 announcer: Headquartered in Dallas, Texas, 52 00:02:08,000 --> 00:02:11,931 Smoothie King is a $500-million-a-year business. 53 00:02:11,965 --> 00:02:13,793 ♪ 54 00:02:13,827 --> 00:02:14,793 - Here you go, my man. 55 00:02:14,827 --> 00:02:16,034 - Good morning. 56 00:02:16,068 --> 00:02:18,068 all: Good morning. 57 00:02:18,103 --> 00:02:20,310 announcer: Since buying the company in 2012, 58 00:02:20,344 --> 00:02:23,241 CEO Wan Kim has doubled their stores 59 00:02:23,275 --> 00:02:26,103 to over 1,000 across 32 states... 60 00:02:26,137 --> 00:02:28,241 ♪ 61 00:02:28,275 --> 00:02:33,000 And tripled smoothie sales annually to 75 million, 62 00:02:33,034 --> 00:02:34,586 growing Smoothie King into 63 00:02:34,620 --> 00:02:37,172 the world's leading smoothie brand. 64 00:02:37,206 --> 00:02:40,413 ♪ 65 00:02:40,448 --> 00:02:45,068 - Smoothie King was founded in 1973 by Steve Kuhnau 66 00:02:45,103 --> 00:02:46,551 in New Orleans. 67 00:02:46,586 --> 00:02:49,241 Steve came up with the name "smoothie," 68 00:02:49,275 --> 00:02:52,068 and he is the original inventor. 69 00:02:52,103 --> 00:02:55,827 He actually wanted to cure his own allergy, 70 00:02:55,862 --> 00:03:00,413 so he started blending some of the nutrients with fruits, 71 00:03:00,448 --> 00:03:03,034 and then his friends started to talk about, 72 00:03:03,068 --> 00:03:04,862 "Ooh, it's very smoothie." 73 00:03:04,896 --> 00:03:05,896 [laughs] 74 00:03:05,931 --> 00:03:07,344 ♪ 75 00:03:07,379 --> 00:03:09,379 I was born in Seoul, Korea. 76 00:03:09,413 --> 00:03:12,137 My father owns a manufacturing business, 77 00:03:12,172 --> 00:03:17,275 and I grew up in a pretty wealthy, uh, environment. 78 00:03:17,310 --> 00:03:20,448 In 2003, I was looking for the opportunity 79 00:03:20,482 --> 00:03:24,724 to bring some unique concepts into Korea. 80 00:03:24,758 --> 00:03:26,827 When I met Steve Kuhnau, 81 00:03:26,862 --> 00:03:31,000 I loved the culture that he embodied in the company. 82 00:03:31,034 --> 00:03:33,344 [tense music] 83 00:03:33,379 --> 00:03:36,103 When we opened our first store in Korea, 84 00:03:36,137 --> 00:03:39,482 we literally worked 14 to 16 hours a day 85 00:03:39,517 --> 00:03:41,137 for seven days a week. 86 00:03:41,172 --> 00:03:46,413 And I was able to open about 100 stores over seven years. 87 00:03:46,448 --> 00:03:49,448 That's when I realized I love what I do. 88 00:03:49,482 --> 00:03:51,068 This is the time. 89 00:03:51,103 --> 00:03:55,034 I asked Steve Kuhnau whether he is willing to sell. 90 00:03:55,068 --> 00:03:57,068 - Oh, my God. It looks good. 91 00:03:57,103 --> 00:04:00,758 - When I bought the company, I told my wife, 92 00:04:00,793 --> 00:04:03,862 "We have to move to New Orleans." 93 00:04:03,896 --> 00:04:06,344 She said, "New what?" 94 00:04:06,379 --> 00:04:08,275 [laughs] 95 00:04:09,379 --> 00:04:10,793 When I bought this company, 96 00:04:10,827 --> 00:04:13,000 there are a lot of changes we made. 97 00:04:13,034 --> 00:04:15,034 We changed our store design. 98 00:04:15,068 --> 00:04:17,379 I mean, literally, we changed everything. 99 00:04:17,413 --> 00:04:19,758 We changed our product. 100 00:04:19,793 --> 00:04:22,103 There are a lot of people who believe smoothies 101 00:04:22,137 --> 00:04:23,275 to be very healthy, 102 00:04:23,310 --> 00:04:26,034 so we launched Clean Blends. 103 00:04:26,068 --> 00:04:28,310 We have brought more whole fruits, 104 00:04:28,344 --> 00:04:29,517 organic veggies. 105 00:04:29,551 --> 00:04:31,724 We eliminated artificial color, 106 00:04:31,758 --> 00:04:33,827 flavor, and preservatives. 107 00:04:33,862 --> 00:04:37,068 We also have eliminated added sugar 108 00:04:37,103 --> 00:04:39,586 in over 40 smoothies that we sell. 109 00:04:39,620 --> 00:04:42,000 - Here's a Recharge Pineapple right here. 110 00:04:42,034 --> 00:04:45,034 - And I do really believe what we have done 111 00:04:45,068 --> 00:04:46,344 is the right thing to do. 112 00:04:46,379 --> 00:04:48,310 ♪ 113 00:04:48,344 --> 00:04:50,620 In order for us to be part 114 00:04:50,655 --> 00:04:54,068 of your health and fitness journey, 115 00:04:54,103 --> 00:04:56,000 we have to keep changing. 116 00:04:56,034 --> 00:04:59,000 [upbeat music] 117 00:04:59,034 --> 00:05:00,724 We have three kids. 118 00:05:00,758 --> 00:05:02,724 Two girls are in New York 119 00:05:02,758 --> 00:05:05,206 studying at Columbia University, 120 00:05:05,241 --> 00:05:10,103 and my little boy, who's 12, is still with me in Dallas. 121 00:05:10,137 --> 00:05:12,413 - What are you gonna do for the next two weeks? 122 00:05:12,448 --> 00:05:14,068 - Uh, I'm gonna be undercover. 123 00:05:14,103 --> 00:05:15,724 I'm gonna go in, you know, 124 00:05:15,758 --> 00:05:18,344 see the stores, meet my team, 125 00:05:18,379 --> 00:05:20,896 really try to understand how they do. 126 00:05:20,931 --> 00:05:23,172 - What are they gonna transform you into? 127 00:05:23,206 --> 00:05:25,034 - I'm gonna be Song Li, 128 00:05:25,068 --> 00:05:27,000 and I'm gonna be just a lot younger 129 00:05:27,034 --> 00:05:28,310 and hip and trendy. 130 00:05:28,344 --> 00:05:30,724 [laughs] 131 00:05:30,758 --> 00:05:32,862 By 2024, 132 00:05:32,896 --> 00:05:34,620 we wanna double number of stores 133 00:05:34,655 --> 00:05:36,586 as well as our sales. 134 00:05:36,620 --> 00:05:39,689 We wanna make sure that we have good presence in California 135 00:05:39,724 --> 00:05:41,448 as well as New York. 136 00:05:41,482 --> 00:05:45,034 We believe we are gonna be bigger than McDonald's. 137 00:05:45,068 --> 00:05:46,034 ♪ 138 00:05:46,068 --> 00:05:47,758 I decide to go undercover 139 00:05:47,793 --> 00:05:49,241 because I really want to know 140 00:05:49,275 --> 00:05:51,689 if there are any issues in my store 141 00:05:51,724 --> 00:05:54,517 because of all the changes I have brought in. 142 00:05:54,551 --> 00:05:56,862 ♪ 143 00:05:56,896 --> 00:05:58,137 [gasps] 144 00:05:58,172 --> 00:06:01,172 [laughing] Oh, my God! 145 00:06:01,206 --> 00:06:03,551 Look at me. 146 00:06:03,586 --> 00:06:05,482 I can go to the club tonight. 147 00:06:05,517 --> 00:06:07,655 [laughs] 148 00:06:07,689 --> 00:06:10,344 Okay. Holy cow. 149 00:06:10,379 --> 00:06:11,689 All right. 150 00:06:11,724 --> 00:06:14,137 [both laughing] 151 00:06:14,172 --> 00:06:17,724 Uh, please meet Song Li. 152 00:06:17,758 --> 00:06:19,379 - Oh. Oh, no. 153 00:06:19,413 --> 00:06:21,172 - All right, honey, give me a hug. 154 00:06:21,206 --> 00:06:23,172 - Oh, my God! Oh, my God! 155 00:06:23,206 --> 00:06:26,655 - Honey? Aww, this is me. 156 00:06:26,689 --> 00:06:28,275 While I'm undercover, 157 00:06:28,310 --> 00:06:31,275 I'll be posing as a failed fashion retailer. 158 00:06:31,310 --> 00:06:34,551 My coworkers will be told I'm taking part 159 00:06:34,586 --> 00:06:35,758 in a documentary, 160 00:06:35,793 --> 00:06:37,793 and I'm looking for a second career 161 00:06:37,827 --> 00:06:39,965 as a Smoothie King franchisee. 162 00:06:40,000 --> 00:06:42,862 They have no idea that it's "Undercover Boss." 163 00:06:42,896 --> 00:06:45,931 [dramatic music] 164 00:06:45,965 --> 00:06:47,137 all: Bye. 165 00:06:47,172 --> 00:06:48,586 - Miss you. 166 00:06:48,620 --> 00:06:49,586 - Bye. 167 00:06:49,620 --> 00:06:52,655 ♪ 168 00:06:54,379 --> 00:06:58,000 ♪ 169 00:06:58,034 --> 00:06:59,172 [train wheels clacking] 170 00:06:59,206 --> 00:07:00,344 [cars passing] 171 00:07:00,379 --> 00:07:05,896 ♪ 172 00:07:05,931 --> 00:07:09,965 - Having this look makes me totally different person. 173 00:07:10,000 --> 00:07:14,000 I mean, I feel like I'm in "007"--a movie. 174 00:07:14,034 --> 00:07:16,517 I've been to this store before-- 175 00:07:16,551 --> 00:07:18,758 actually, a few times. 176 00:07:18,793 --> 00:07:20,793 I am a little nervous. 177 00:07:20,827 --> 00:07:23,931 I hope I'm not gonna be discovered today. 178 00:07:23,965 --> 00:07:29,689 This store is run by a very experienced manager, Skyler. 179 00:07:29,724 --> 00:07:31,517 While I'm undercover, 180 00:07:31,551 --> 00:07:35,758 I wanna really find out how Skyler has been embracing 181 00:07:35,793 --> 00:07:37,413 all the changes that we made, 182 00:07:37,448 --> 00:07:39,103 but also furthermore, 183 00:07:39,137 --> 00:07:42,448 I'd like to know how our guests are engaged with those. 184 00:07:42,482 --> 00:07:45,862 - Hey. How's it going? - Hello. 185 00:07:45,896 --> 00:07:47,448 - Nice to meet you. So what's your name? 186 00:07:47,482 --> 00:07:48,551 - Song. - Song? 187 00:07:48,586 --> 00:07:50,034 My name's Skyler. - Skyler? 188 00:07:50,068 --> 00:07:52,689 - So I heard you were trying to learn just the ropes 189 00:07:52,724 --> 00:07:54,172 of running the Smoothie King, right? 190 00:07:54,206 --> 00:07:55,517 - Uh-huh, uh-huh. - Okay, okay. 191 00:07:55,551 --> 00:07:56,827 So, I'm definitely the guy. - Okay. 192 00:07:56,862 --> 00:07:58,689 - Okay, so let me--let me get you a shirt. 193 00:07:58,724 --> 00:08:00,034 It's right back here. - All right. 194 00:08:00,068 --> 00:08:02,000 - All right, so now you are officially part 195 00:08:02,034 --> 00:08:03,758 of the Smoothie King team. - Awesome. 196 00:08:03,793 --> 00:08:05,034 - [chuckles] - Okay. 197 00:08:05,068 --> 00:08:07,068 [upbeat music] 198 00:08:07,103 --> 00:08:08,310 - So this'll actually be perfect 199 00:08:08,344 --> 00:08:10,034 'cause we just had a customer come by. 200 00:08:10,068 --> 00:08:12,172 They've actually bought a very popular smoothie, 201 00:08:12,206 --> 00:08:13,965 which is our, um, high protein, 202 00:08:14,000 --> 00:08:15,103 and they got the banana version. 203 00:08:15,137 --> 00:08:16,344 And so as you see, 204 00:08:16,379 --> 00:08:19,000 it pretty much gives you all the simple steps here. 205 00:08:19,034 --> 00:08:20,379 So as you see, it says "water," 206 00:08:20,413 --> 00:08:22,931 so we'll do seven pumps. 207 00:08:22,965 --> 00:08:24,413 - As soon as I got in there, 208 00:08:24,448 --> 00:08:28,620 I tried to pretend that I'm really new, new, new on this, 209 00:08:28,655 --> 00:08:31,000 but he did a awesome job. 210 00:08:31,034 --> 00:08:32,379 - So next is banana. 211 00:08:32,413 --> 00:08:34,172 So you see how it says "green disher"? 212 00:08:34,206 --> 00:08:35,275 There you are. 213 00:08:35,310 --> 00:08:37,413 See, I think that's a little bit too much. 214 00:08:37,448 --> 00:08:38,827 Portion control is everything 215 00:08:38,862 --> 00:08:40,310 because at the end of the day, 216 00:08:40,344 --> 00:08:42,000 it's a penny type of business. 217 00:08:42,034 --> 00:08:43,344 - Portion's good? - That's perfect. 218 00:08:43,379 --> 00:08:45,758 - I really appreciate him saying that, 219 00:08:45,793 --> 00:08:47,758 because I was franchisee. 220 00:08:47,793 --> 00:08:50,931 I understand how important portioning can be 221 00:08:50,965 --> 00:08:53,413 when you try to get to the right profitability. 222 00:08:53,448 --> 00:08:55,137 - Do a little bit less. There you go. 223 00:08:55,172 --> 00:08:56,586 That--that'll work. 224 00:08:56,620 --> 00:08:58,517 Okay, and the last thing is the ice. 225 00:08:58,551 --> 00:09:00,482 It should be approximately 33 cubes. 226 00:09:00,517 --> 00:09:02,620 Uh, we need a little bit more than that. 227 00:09:02,655 --> 00:09:03,931 That should do. 228 00:09:06,000 --> 00:09:09,034 All right, so next is the blender, okay? 229 00:09:09,068 --> 00:09:10,034 [blender grinding] 230 00:09:10,068 --> 00:09:11,034 Perfect. 231 00:09:11,068 --> 00:09:12,413 - Okay, my first smoothie. 232 00:09:12,448 --> 00:09:13,413 - Your first smoothie. 233 00:09:13,448 --> 00:09:15,448 But--this is the key, though-- 234 00:09:15,482 --> 00:09:17,482 at Smoothie King, we have to get it done 235 00:09:17,517 --> 00:09:18,862 in three minutes and 30 seconds. 236 00:09:18,896 --> 00:09:20,068 [tense music] 237 00:09:20,103 --> 00:09:21,620 We have customers that are on the go. 238 00:09:21,655 --> 00:09:23,448 We have customers that are on lunch. 239 00:09:23,482 --> 00:09:25,206 So you always have to be fast. 240 00:09:25,241 --> 00:09:26,965 Order for Krista. - Thank you much. 241 00:09:27,000 --> 00:09:28,275 - Thank you. You have a great day. 242 00:09:28,310 --> 00:09:29,896 ♪ 243 00:09:29,931 --> 00:09:31,551 And it looks like we have another ticket, 244 00:09:31,586 --> 00:09:33,034 so we can give this a try again. 245 00:09:33,068 --> 00:09:34,034 - All right. 246 00:09:34,068 --> 00:09:35,482 - I'm gonna time you to make sure 247 00:09:35,517 --> 00:09:37,931 that we have this three minutes and 30 seconds. 248 00:09:37,965 --> 00:09:40,034 Starting now. 249 00:09:40,068 --> 00:09:43,034 - Was really concentrating, uh, on portioning 250 00:09:43,068 --> 00:09:45,896 as well as making sure the smoothies are right. 251 00:09:45,931 --> 00:09:49,413 - So let's try to do this a little bit faster. 252 00:09:49,448 --> 00:09:51,689 But again, portion control is the key. 253 00:09:51,724 --> 00:09:53,172 - I was very overwhelmed. 254 00:09:53,206 --> 00:09:55,379 - So that was a little bit over-portioned. 255 00:09:55,413 --> 00:09:56,931 - Whoa! - Uh-oh, uh-oh! 256 00:09:56,965 --> 00:10:00,068 I think he is moving a little too slow for me. 257 00:10:00,103 --> 00:10:01,379 We had to get that three minutes 258 00:10:01,413 --> 00:10:03,000 and 30 second time frame going. 259 00:10:03,034 --> 00:10:04,310 We're at two minutes. 260 00:10:04,344 --> 00:10:06,206 We gotta go a li-- just a little bit faster. 261 00:10:06,241 --> 00:10:09,379 - I'm like, "Whoa, Skyler, stop it. 262 00:10:09,413 --> 00:10:11,103 This is my first day." 263 00:10:11,137 --> 00:10:13,034 - He needs to get faster, quicker. 264 00:10:13,068 --> 00:10:14,034 This is Smoothie King. 265 00:10:14,068 --> 00:10:15,586 We gotta have a lotta, lotta energy. 266 00:10:15,620 --> 00:10:16,689 - "Song, Song, Song, 267 00:10:16,724 --> 00:10:18,655 you gotta go faster, faster, faster." 268 00:10:18,689 --> 00:10:19,724 - 28 more seconds. 269 00:10:19,758 --> 00:10:20,724 We gotta pour this smoothie 270 00:10:20,758 --> 00:10:22,034 and we have to get this smoothie out. 271 00:10:22,068 --> 00:10:25,103 - With the pressure, I kind of had my meltdown, 272 00:10:25,137 --> 00:10:26,793 and I started to make some mistakes. 273 00:10:26,827 --> 00:10:27,862 Think I'm a little bit short. 274 00:10:27,896 --> 00:10:29,000 - Yeah, that came up a little short, 275 00:10:29,034 --> 00:10:30,000 so we're gonna have to remake that. 276 00:10:30,034 --> 00:10:31,034 - Got it. 277 00:10:31,068 --> 00:10:33,517 I felt really bad because, you know, 278 00:10:33,551 --> 00:10:34,931 our guests had to wait 279 00:10:34,965 --> 00:10:37,758 and they had to be really patient. 280 00:10:37,793 --> 00:10:38,793 Sorry about that. - Thank you. 281 00:10:38,827 --> 00:10:40,034 No, you're good, man. You're good. 282 00:10:40,068 --> 00:10:41,034 - And thank you so much for your patience. 283 00:10:41,068 --> 00:10:43,413 - No, you're great, man. 284 00:10:43,448 --> 00:10:45,517 - Since buying this company, 285 00:10:45,551 --> 00:10:47,413 I have brought in Clean Blends. 286 00:10:47,448 --> 00:10:51,517 We eliminated artificial flavor, color. 287 00:10:51,551 --> 00:10:53,551 We do not put added sugar. 288 00:10:53,586 --> 00:10:54,896 I want to find out 289 00:10:54,931 --> 00:10:56,896 if the teams working in the stores 290 00:10:56,931 --> 00:10:59,517 are behind our new vision. 291 00:10:59,551 --> 00:11:02,034 When I actually looked at this business, 292 00:11:02,068 --> 00:11:06,000 like, the difference between, uh, Smoothie King and Jamba 293 00:11:06,034 --> 00:11:08,068 was I thought that, uh, clean-- 294 00:11:08,103 --> 00:11:09,827 clean--cleaning blends, or Clean Blends-- 295 00:11:09,862 --> 00:11:10,827 - Cleaner blends, yeah. 296 00:11:10,862 --> 00:11:12,517 - Yeah, what do you think of it? 297 00:11:12,551 --> 00:11:13,862 - I noticed instantly 298 00:11:13,896 --> 00:11:16,137 when we brought out the cleaner blending... 299 00:11:16,172 --> 00:11:18,241 - Right. - The customers weren't happy. 300 00:11:18,275 --> 00:11:21,793 - When Skyler told me, uh, about Clean Blends, 301 00:11:21,827 --> 00:11:23,034 I will be honest-- 302 00:11:23,068 --> 00:11:24,482 really, you know, it hurts. 303 00:11:24,517 --> 00:11:26,517 ♪ 304 00:11:34,379 --> 00:11:35,551 [tense music] 305 00:11:35,586 --> 00:11:37,413 - Since buying this company, 306 00:11:37,448 --> 00:11:39,862 I have brought in clean blends. 307 00:11:39,896 --> 00:11:41,103 What do you think of them? 308 00:11:41,137 --> 00:11:42,965 Cleani--cleaning blends or clean blends? 309 00:11:43,000 --> 00:11:44,172 - Cleaner blends, yeah. 310 00:11:44,206 --> 00:11:45,655 I noticed instantly, 311 00:11:45,689 --> 00:11:47,965 when we brought out the cleaner blending... 312 00:11:48,000 --> 00:11:50,000 - Right. - The customers weren't happy. 313 00:11:51,344 --> 00:11:54,862 Literally, we had customers that's been at Smoothie King 314 00:11:54,896 --> 00:11:56,482 for over ten years... - Right. 315 00:11:56,517 --> 00:11:58,206 - And their complaint was, 316 00:11:58,241 --> 00:11:59,689 "I've been getting the same smoothie. 317 00:11:59,724 --> 00:12:01,068 You can't tell me..." - Got it. 318 00:12:01,103 --> 00:12:02,275 "To be healthier. 319 00:12:02,310 --> 00:12:04,034 "If I want a smoothie with sugar in it, 320 00:12:04,068 --> 00:12:05,310 I want my smoothie with sugar in it." 321 00:12:05,344 --> 00:12:07,275 - Got it. - Us, as managers, 322 00:12:07,310 --> 00:12:08,793 we took the blame for it. - Oh. 323 00:12:08,827 --> 00:12:10,862 - Not only did they think that we were making the changes, 324 00:12:10,896 --> 00:12:12,655 just even on the corporate level... 325 00:12:12,689 --> 00:12:14,068 - Right, right, right. - You know, our bosses, 326 00:12:14,103 --> 00:12:16,137 they were saying that we weren't meeting these numbers. 327 00:12:16,172 --> 00:12:18,310 It affected my bonus a lot. 328 00:12:18,344 --> 00:12:20,241 I would say by at least 75%. 329 00:12:20,275 --> 00:12:22,551 Higher management was upset with us. 330 00:12:22,586 --> 00:12:25,517 They were blaming us for basically lower sales 331 00:12:25,551 --> 00:12:27,068 that we had no control over. 332 00:12:27,103 --> 00:12:28,758 Picture if you were a franchisee... 333 00:12:28,793 --> 00:12:29,896 - Right. 334 00:12:29,931 --> 00:12:31,000 - And you've been making all of this money... 335 00:12:31,034 --> 00:12:32,620 - Right. - And then 336 00:12:32,655 --> 00:12:34,655 the owner of it just switches it up. 337 00:12:34,689 --> 00:12:35,862 - Right, right, right. 338 00:12:35,896 --> 00:12:37,517 - And then your money starts to trickle down 339 00:12:37,551 --> 00:12:38,758 to a whole different level. - Oh, that'd be bad. 340 00:12:38,793 --> 00:12:40,689 I'm not gonna be happy with it. - Exactly. 341 00:12:40,724 --> 00:12:43,448 ♪ 342 00:12:43,482 --> 00:12:48,103 - When Skyler told me, uh, about the impact at the store, 343 00:12:48,137 --> 00:12:51,034 it just hurts my feeling that he had to go through 344 00:12:51,068 --> 00:12:54,827 all this difficult time because of, uh, my decision. 345 00:12:54,862 --> 00:12:58,931 We need to do a better job of communicating to our team. 346 00:12:58,965 --> 00:13:00,344 ♪ 347 00:13:00,379 --> 00:13:02,655 - Number 32, blueberry banana. 348 00:13:02,689 --> 00:13:05,655 [quirky music] 349 00:13:05,689 --> 00:13:07,551 You wanna put a little bit, uh-- 350 00:13:07,586 --> 00:13:09,482 put a little bit of muscle into it. 351 00:13:09,517 --> 00:13:10,862 - Okay. I can do that. 352 00:13:10,896 --> 00:13:12,689 - I actually saved this job just for you. 353 00:13:12,724 --> 00:13:15,241 [both laugh] - Oh, all right. 354 00:13:15,275 --> 00:13:17,034 - You wanna at least keep an eye on it. 355 00:13:17,068 --> 00:13:19,827 - When I was thinking about, you know, franchising business, 356 00:13:19,862 --> 00:13:22,000 I also thought about, you know, 357 00:13:22,034 --> 00:13:25,241 whether my kids can have these products every day. 358 00:13:25,275 --> 00:13:26,965 - Exactly. And it's funny you say that, 359 00:13:27,000 --> 00:13:29,068 'cause my daughter, she is-- 360 00:13:29,103 --> 00:13:31,655 she is trying to be vegan like her father. 361 00:13:31,689 --> 00:13:33,724 You know what I mean? She's making little steps. 362 00:13:33,758 --> 00:13:35,241 - How did you become a vegan? 363 00:13:35,275 --> 00:13:37,758 - So I definitely chose to become vegan, um, 364 00:13:37,793 --> 00:13:41,379 between my health-- and even in my family, 365 00:13:41,413 --> 00:13:44,068 you know, we've had health issues. 366 00:13:44,103 --> 00:13:46,758 Uh, my mother, she passed away from cancer. 367 00:13:46,793 --> 00:13:48,206 - Oh. [stirring music] 368 00:13:48,241 --> 00:13:50,793 - I had a older brother a few years older than me. 369 00:13:50,827 --> 00:13:53,034 About two years ago he... - [gasps] 370 00:13:53,068 --> 00:13:54,206 He died of a heart attack. 371 00:13:54,241 --> 00:13:55,413 - Oh, my goodness. - And so-- 372 00:13:55,448 --> 00:13:56,517 - He was young. - Yeah. 373 00:13:56,551 --> 00:13:58,172 - You know, and he was only 32. 374 00:13:58,206 --> 00:13:59,724 So you know what I mean? 375 00:13:59,758 --> 00:14:03,931 It's all of the more for me to live this healthy lifestyle. 376 00:14:03,965 --> 00:14:06,034 And, you know, that's another reason why 377 00:14:06,068 --> 00:14:07,586 it's fun to work at Smoothie King. 378 00:14:07,620 --> 00:14:10,413 - Skyler told me about his mother and brother. 379 00:14:10,448 --> 00:14:11,931 That was very touching. 380 00:14:11,965 --> 00:14:14,862 I felt, "Oh, my God. What a tragedy." 381 00:14:14,896 --> 00:14:17,517 [dramatic music] 382 00:14:17,551 --> 00:14:18,689 If you were me, 383 00:14:18,724 --> 00:14:20,586 why would I choose Smoothie King? 384 00:14:20,620 --> 00:14:21,655 - 'Cause this is a great brand. 385 00:14:21,689 --> 00:14:24,172 - So you wanna be a franchise too. 386 00:14:24,206 --> 00:14:25,448 - Yeah, definitely, definitely. 387 00:14:25,482 --> 00:14:27,482 I--I've made this a goal since high school. 388 00:14:27,517 --> 00:14:29,551 Coming from where I come from... [chuckles] 389 00:14:29,586 --> 00:14:31,724 It's not many of us that can franchise. 390 00:14:31,758 --> 00:14:33,034 You know what I mean? So, uh-- 391 00:14:33,068 --> 00:14:35,103 - Are you close or-- 392 00:14:35,137 --> 00:14:36,379 [laughs] - I thought-- 393 00:14:36,413 --> 00:14:38,758 I thought I was close, but... 394 00:14:38,793 --> 00:14:40,586 you have to have that money, you know? 395 00:14:40,620 --> 00:14:41,827 To--to do it. - Yeah, yeah. 396 00:14:41,862 --> 00:14:43,206 - You know, that's not gonna keep me down. 397 00:14:43,241 --> 00:14:45,241 I'm gonna keep trying and I'm gonna get it. 398 00:14:45,275 --> 00:14:47,034 - Okay. Wow. 399 00:14:47,068 --> 00:14:49,172 [tense music] 400 00:14:49,206 --> 00:14:53,793 I really want to tell him that I started owning one store 401 00:14:53,827 --> 00:14:56,137 as a franchisee, and here I am, 402 00:14:56,172 --> 00:14:58,068 so why can't he do that? 403 00:14:58,103 --> 00:14:59,862 He should be able to do it. 404 00:14:59,896 --> 00:15:03,379 [acoustic music] 405 00:15:03,413 --> 00:15:06,724 Seriously, I am very happy to find out 406 00:15:06,758 --> 00:15:10,172 that our team members have amazing passion 407 00:15:10,206 --> 00:15:11,931 about what we do. 408 00:15:11,965 --> 00:15:14,413 I learned a lot that, uh, next time, 409 00:15:14,448 --> 00:15:15,931 when we roll out the changes, 410 00:15:15,965 --> 00:15:17,586 we really have to do a better job 411 00:15:17,620 --> 00:15:21,413 so that they understand why we are making those decisions 412 00:15:21,448 --> 00:15:24,137 and work more closely with our managers 413 00:15:24,172 --> 00:15:26,551 so they are prepared for the future. 414 00:15:26,586 --> 00:15:28,379 [tense music] 415 00:15:28,413 --> 00:15:29,655 announcer: Coming up, 416 00:15:29,689 --> 00:15:31,827 the boss gets a shock. 417 00:15:31,862 --> 00:15:33,413 - We're operating below standard. 418 00:15:33,448 --> 00:15:34,413 - Below standard? - Yes. 419 00:15:34,448 --> 00:15:36,103 - Frankly, I was very frustrated. 420 00:15:36,137 --> 00:15:38,931 announcer: And he's put to the ultimate test. 421 00:15:38,965 --> 00:15:40,620 - Whoa! That was my fault. 422 00:15:40,655 --> 00:15:41,620 What's happening? 423 00:15:41,655 --> 00:15:43,689 I screwed up so many times! 424 00:15:54,931 --> 00:15:57,896 [country music] 425 00:15:57,931 --> 00:16:02,655 ♪ 426 00:16:02,689 --> 00:16:06,827 - Today I'm gonna be working my first $5 Friday, 427 00:16:06,862 --> 00:16:08,965 when our smoothies are discounted 428 00:16:09,000 --> 00:16:10,689 to only $5. 429 00:16:10,724 --> 00:16:12,344 - 32-ounce Caribbean Way, right? 430 00:16:12,379 --> 00:16:14,344 - And I have come to this store 431 00:16:14,379 --> 00:16:18,137 because it is owned by our third-biggest franchisee. 432 00:16:18,172 --> 00:16:20,034 Out of 1,100 stores, 433 00:16:20,068 --> 00:16:22,758 a little less than 50 stores are company-owned, 434 00:16:22,793 --> 00:16:24,931 and the rest are franchises. 435 00:16:24,965 --> 00:16:26,689 - What can I get for you today? 436 00:16:26,724 --> 00:16:28,827 - Franchising business is very difficult 437 00:16:28,862 --> 00:16:31,413 because we want to make sure that those stores 438 00:16:31,448 --> 00:16:33,517 maintain our operational standard. 439 00:16:33,551 --> 00:16:35,000 And that matters 440 00:16:35,034 --> 00:16:37,827 because consistency in this business is the key. 441 00:16:37,862 --> 00:16:40,275 Today, Alvin thinks I'm here 442 00:16:40,310 --> 00:16:42,413 to learn about $5 Friday 443 00:16:42,448 --> 00:16:45,103 because I'm thinking of becoming a franchisee. 444 00:16:45,137 --> 00:16:46,620 But really, 445 00:16:46,655 --> 00:16:49,482 I want to see if our franchisees meet our standard. 446 00:16:49,517 --> 00:16:51,000 Good morning. - How's it going? 447 00:16:51,034 --> 00:16:52,137 - How are you? - I'm Alvin. 448 00:16:52,172 --> 00:16:53,344 - Song Li. - Song Li? 449 00:16:53,379 --> 00:16:54,448 both: Nice to meet you. 450 00:16:54,482 --> 00:16:55,724 Welcome to Smoothie King. - All right. 451 00:16:55,758 --> 00:16:56,965 - It's $5 Friday. 452 00:16:57,000 --> 00:16:58,241 It's our busiest day of the week, 453 00:16:58,275 --> 00:17:00,448 so we'll get you a shirt and we'll get you started. 454 00:17:00,482 --> 00:17:01,827 - All right. Thank you so much. 455 00:17:01,862 --> 00:17:02,827 - Yeah, no problem. - I'm not gonna let you down. 456 00:17:02,862 --> 00:17:03,896 - Yeah. - I promise. 457 00:17:03,931 --> 00:17:05,103 - Sweet, man. - All right. 458 00:17:07,448 --> 00:17:09,310 [upbeat music] 459 00:17:09,344 --> 00:17:10,379 - All right. 460 00:17:10,413 --> 00:17:12,517 What do you know about $5 Friday already? 461 00:17:12,551 --> 00:17:15,034 - Uh, it's a busy day. 462 00:17:15,068 --> 00:17:17,310 - It's a good day of business, but it's kinda hard on us, 463 00:17:17,344 --> 00:17:18,827 where we're--we're working. We're hungry. 464 00:17:18,862 --> 00:17:20,137 - It's like that. - Your pineapple spinach. 465 00:17:20,172 --> 00:17:21,724 Y'all have a great day. 466 00:17:21,758 --> 00:17:23,482 - You guys come a lot? - Mm-mm. 467 00:17:23,517 --> 00:17:25,482 - This is the first time. 468 00:17:25,517 --> 00:17:26,551 - First time ever? 469 00:17:26,586 --> 00:17:28,655 - Yeah. - We got a first-timer! 470 00:17:28,689 --> 00:17:29,793 - Whoo! 471 00:17:29,827 --> 00:17:31,793 [peppy music] 472 00:17:31,827 --> 00:17:33,827 - So Monday through Thursday, like, 473 00:17:33,862 --> 00:17:35,103 how busy are you? 474 00:17:35,137 --> 00:17:38,000 - At our store, we're doing about 1,200 gross. 475 00:17:38,034 --> 00:17:41,068 Friday we're doing, like, about 3,400. 476 00:17:41,103 --> 00:17:42,689 - [stutters] Oh, okay. So there's a big jump. 477 00:17:42,724 --> 00:17:44,000 - [laughs] Yeah. 478 00:17:44,034 --> 00:17:46,586 My store makes a lot of money on Friday. 479 00:17:46,620 --> 00:17:48,241 So my bosses are happy, 480 00:17:48,275 --> 00:17:50,000 and our-- and our owner is happy, 481 00:17:50,034 --> 00:17:53,172 but it's a little bit more stress than it's worth. 482 00:17:53,206 --> 00:17:56,448 Staffing it is, I try to staff as much as I can, 483 00:17:56,482 --> 00:17:58,620 but it's usually me and a couple other people 484 00:17:58,655 --> 00:18:00,034 getting hammered. - Wow. 485 00:18:00,068 --> 00:18:01,379 - It's hard on us. 486 00:18:01,413 --> 00:18:03,517 I've been here by myself on a Friday before. 487 00:18:03,551 --> 00:18:06,034 One time particularly, I--I did-- 488 00:18:06,068 --> 00:18:07,310 I had to close the lobby. 489 00:18:07,344 --> 00:18:08,896 - What? - You know, basically, 490 00:18:08,931 --> 00:18:13,379 there's no way one man can take all these drive-through orders 491 00:18:13,413 --> 00:18:16,275 and the customers coming inside. 492 00:18:16,310 --> 00:18:17,620 - Wow. 493 00:18:17,655 --> 00:18:21,586 I don't know whether Alvin is getting the support he needs. 494 00:18:21,620 --> 00:18:25,344 We need to really have a word why we are understaffed 495 00:18:25,379 --> 00:18:26,724 on $5 Friday. 496 00:18:26,758 --> 00:18:28,689 And we need to really dig in, 497 00:18:28,724 --> 00:18:31,344 whether it's a problem with our franchisee 498 00:18:31,379 --> 00:18:33,310 or it's the problem with our store manager. 499 00:18:33,344 --> 00:18:34,724 ♪ 500 00:18:34,758 --> 00:18:38,379 Wow, you guys work really hard on $5 Friday. 501 00:18:38,413 --> 00:18:40,862 - Like, I work, you know, hard, like you said. 502 00:18:40,896 --> 00:18:42,068 - Mm-hmm. - And then I go home 503 00:18:42,103 --> 00:18:45,000 and start my most important job of all, 504 00:18:45,034 --> 00:18:47,310 which is being a father and a husband. 505 00:18:47,344 --> 00:18:50,137 I got, uh, like, four little children at home. 506 00:18:50,172 --> 00:18:51,793 - Oh, my God. You have four kids? 507 00:18:51,827 --> 00:18:53,758 You've been working really hard, dude. 508 00:18:53,793 --> 00:18:55,965 [both laughing] 509 00:18:56,000 --> 00:18:58,724 Alvin is a hard-working manager. 510 00:18:58,758 --> 00:19:01,344 He runs a busy, understaffed store, 511 00:19:01,379 --> 00:19:03,137 and he supports four kids. 512 00:19:03,172 --> 00:19:04,241 Oh, my God. 513 00:19:04,275 --> 00:19:06,206 That's a tough, tough, tough life. 514 00:19:06,241 --> 00:19:08,586 - We are gonna prep mangos now. - Got it. 515 00:19:08,620 --> 00:19:09,586 - Okay. 516 00:19:09,620 --> 00:19:10,965 - As soon as he finishes. 517 00:19:11,000 --> 00:19:12,586 Yeah, we got one shovel here. 518 00:19:12,620 --> 00:19:14,931 - Ooh, we only have one. - Yeah. 519 00:19:14,965 --> 00:19:16,068 - Oh. 520 00:19:16,103 --> 00:19:18,931 So have you asked, uh, your franchisee 521 00:19:18,965 --> 00:19:21,724 whether he can provide more equipment? 522 00:19:21,758 --> 00:19:24,689 Because very frankly, when I was working at the bar... 523 00:19:24,724 --> 00:19:26,137 - Yeah. 524 00:19:26,172 --> 00:19:28,172 - I also thought that we don't have enough blender bowls. 525 00:19:28,206 --> 00:19:29,551 - Yeah. Yeah, that's true. 526 00:19:29,586 --> 00:19:31,379 We only have four here. - Really? 527 00:19:31,413 --> 00:19:34,620 - It's just, the reality of my job is that, 528 00:19:34,655 --> 00:19:37,896 you know, I'm--in my position, I have to wait 529 00:19:37,931 --> 00:19:39,310 on my franchisee to move. - Oh, yeah, yeah. 530 00:19:39,344 --> 00:19:40,344 I totally understand, 531 00:19:40,379 --> 00:19:42,206 but I'm assuming there gotta be a-- 532 00:19:42,241 --> 00:19:44,655 like, a operational standard where, like, 533 00:19:44,689 --> 00:19:47,482 you have to have minimum this or whatever. 534 00:19:47,517 --> 00:19:49,034 - Yes. - So it seems like-- 535 00:19:49,068 --> 00:19:50,551 - We're operating below standard. 536 00:19:50,586 --> 00:19:51,931 - Below standard. - Yeah. 537 00:19:51,965 --> 00:19:54,413 - By only having four bowls... - Right. Yeah. 538 00:19:54,448 --> 00:19:56,379 - It definitely slows down the whole process. 539 00:19:56,413 --> 00:19:57,758 - Right, right, right, right. 540 00:19:57,793 --> 00:20:00,413 - We--we definitely have a lot of room for improvement. 541 00:20:00,448 --> 00:20:01,896 - Okay. 542 00:20:01,931 --> 00:20:04,413 I am very disappointed. 543 00:20:04,448 --> 00:20:08,689 Clearly, that store needs to address a lot of things. 544 00:20:08,724 --> 00:20:10,206 Cleanness, maintenance, 545 00:20:10,241 --> 00:20:12,000 and staffing problems. 546 00:20:12,034 --> 00:20:16,068 I am not proud of this facility. 547 00:20:16,103 --> 00:20:19,448 They are also lagging with some of the equipment 548 00:20:19,482 --> 00:20:21,034 that they should have, 549 00:20:21,068 --> 00:20:23,206 and franchisees should be able 550 00:20:23,241 --> 00:20:25,551 to provide all those necessary tools. 551 00:20:25,586 --> 00:20:26,827 ♪ 552 00:20:26,862 --> 00:20:28,758 - You did--you did fantastic. - Thank you. 553 00:20:28,793 --> 00:20:30,379 - $5 Friday, too, man. - All right, man. 554 00:20:30,413 --> 00:20:31,827 All right. Thank you. 555 00:20:31,862 --> 00:20:33,344 [tense music] 556 00:20:33,379 --> 00:20:35,379 We need to really step in, 557 00:20:35,413 --> 00:20:39,103 and we need to have a tough talk with franchisee 558 00:20:39,137 --> 00:20:41,379 because my responsibility 559 00:20:41,413 --> 00:20:43,517 is protecting the entire brand. 560 00:20:43,551 --> 00:20:46,620 ♪ 561 00:20:48,689 --> 00:20:51,655 [upbeat music] 562 00:20:51,689 --> 00:20:58,689 ♪ 563 00:20:59,241 --> 00:21:01,862 Today, I'm actually going to visit 564 00:21:01,896 --> 00:21:05,000 one of our manufacturing supply partners. 565 00:21:05,034 --> 00:21:09,275 They manufacture most of our key nutrition powders 566 00:21:09,310 --> 00:21:12,482 that goes into our smoothies. 567 00:21:12,517 --> 00:21:13,827 Going undercover, 568 00:21:13,862 --> 00:21:15,241 I'd like to find out 569 00:21:15,275 --> 00:21:18,275 what kind of team is working behind the scene 570 00:21:18,310 --> 00:21:21,275 and making sure that the team will be able to keep up 571 00:21:21,310 --> 00:21:23,034 with Smoothie King's expansion. 572 00:21:23,068 --> 00:21:25,448 ♪ 573 00:21:25,482 --> 00:21:26,827 - Hi. - Hello. 574 00:21:26,862 --> 00:21:28,137 - Hi. Nice to meet you. - How do you do? 575 00:21:28,172 --> 00:21:29,137 - Good. How are you? 576 00:21:29,172 --> 00:21:30,275 My name is Itzia 577 00:21:30,310 --> 00:21:32,000 and I will be showing you what we do. 578 00:21:32,034 --> 00:21:33,517 - Nice to meet you. - Come along. 579 00:21:33,551 --> 00:21:34,827 ♪ 580 00:21:34,862 --> 00:21:37,689 - So right in here's gonna be our production line. 581 00:21:37,724 --> 00:21:38,689 - Okay. 582 00:21:38,724 --> 00:21:39,758 - So what we're doing right now 583 00:21:39,793 --> 00:21:42,172 are Smoothie King Gladiator Strawberry. 584 00:21:42,206 --> 00:21:43,482 Right here is gonna be our jugs. 585 00:21:43,517 --> 00:21:45,586 - Uh-huh. - They go down the filler, 586 00:21:45,620 --> 00:21:48,413 down to the scoop, into our capper. 587 00:21:48,448 --> 00:21:52,172 It's gonna get sealed, and it's gonna get packed. 588 00:21:52,206 --> 00:21:55,413 What I'm gonna show you how to do is gonna be scoop. 589 00:21:55,448 --> 00:21:57,034 When you put the scoop inside, 590 00:21:57,068 --> 00:21:58,344 make sure it goes all the way in. 591 00:21:58,379 --> 00:21:59,689 You don't want it sticking up, 592 00:21:59,724 --> 00:22:01,965 because then, the capper won't put the cap on it. 593 00:22:02,000 --> 00:22:03,620 So if you do mess up, 594 00:22:03,655 --> 00:22:05,482 we have to stop the whole line. 595 00:22:05,517 --> 00:22:06,620 - Oh, my goodness. 596 00:22:06,655 --> 00:22:07,758 - You have to be focused... - Okay. 597 00:22:07,793 --> 00:22:09,344 - That each jar will have a scoop. 598 00:22:09,379 --> 00:22:10,655 So you grab that-- - Oh, my God. 599 00:22:10,689 --> 00:22:13,482 It's moving fast. - You gotta put it facing down. 600 00:22:13,517 --> 00:22:15,206 - Whoa, whoa. Whoo! 601 00:22:15,241 --> 00:22:17,620 When she told me what I need to do, 602 00:22:17,655 --> 00:22:22,275 oh, I was thinking, "That's a really easy job." 603 00:22:22,310 --> 00:22:24,862 Wow. It's moving really fast! 604 00:22:24,896 --> 00:22:27,241 [quirky music] 605 00:22:27,275 --> 00:22:28,793 Okay. 606 00:22:28,827 --> 00:22:29,862 Ah, I missed it! 607 00:22:29,896 --> 00:22:32,103 And I'm like, "Dude, it's hard!" 608 00:22:32,137 --> 00:22:34,758 It's a lot harder than I thought. 609 00:22:34,793 --> 00:22:37,931 Oh! I made a mistake. 610 00:22:37,965 --> 00:22:40,793 Sorry, sorry. Oh, my God. 611 00:22:40,827 --> 00:22:42,206 I made a few mistakes. 612 00:22:42,241 --> 00:22:43,758 Holy cow! 613 00:22:43,793 --> 00:22:45,827 I screwed up so many times. 614 00:22:45,862 --> 00:22:48,793 I was thinking, "This is not happening. 615 00:22:48,827 --> 00:22:50,103 "You can do this. 616 00:22:50,137 --> 00:22:53,551 Put the damn scoop into the top!" 617 00:22:53,586 --> 00:22:55,724 Oh, my God! 618 00:22:55,758 --> 00:22:56,965 It's really hard. 619 00:22:57,000 --> 00:22:59,000 - Hey, that was only five minutes. [laughs] 620 00:22:59,034 --> 00:23:02,068 You have two hours. - Wow! 621 00:23:02,103 --> 00:23:03,275 Okay. 622 00:23:03,310 --> 00:23:04,310 Whoa! 623 00:23:04,344 --> 00:23:06,586 That was my fault. What happened? 624 00:23:06,620 --> 00:23:08,586 What's happening? 625 00:23:08,620 --> 00:23:11,689 Oh, hold on. Hold on. 626 00:23:11,724 --> 00:23:12,965 Yeah, I couldn't keep it up. 627 00:23:13,000 --> 00:23:16,931 I was sweating, and I was thinking, 628 00:23:16,965 --> 00:23:18,758 "Song, you cannot panic." 629 00:23:18,793 --> 00:23:19,896 I'm not panicking! 630 00:23:19,931 --> 00:23:21,413 Oh, my God. 631 00:23:21,448 --> 00:23:23,034 - Stop the line. [bell rings] 632 00:23:23,068 --> 00:23:25,551 - Oh, I missed some! 633 00:23:25,586 --> 00:23:29,517 I'm thinking, "Open the top and there is no scoop in it? 634 00:23:29,551 --> 00:23:32,034 I will never complain about it." 635 00:23:42,310 --> 00:23:43,758 - Hold on, hold on! 636 00:23:43,793 --> 00:23:45,068 I'm undercover 637 00:23:45,103 --> 00:23:46,379 at one of Smoothie King's suppliers, 638 00:23:46,413 --> 00:23:48,172 and it's not going well. 639 00:23:48,206 --> 00:23:49,172 Ah! 640 00:23:49,206 --> 00:23:51,034 Putting the scoop into the top, 641 00:23:51,068 --> 00:23:53,379 I really thought that it was very easy task... 642 00:23:53,413 --> 00:23:54,758 Ah, I missed it! 643 00:23:54,793 --> 00:23:56,172 But I screwed up. 644 00:23:56,206 --> 00:23:58,344 - Stop the line. - Oh, I missed some. 645 00:23:58,379 --> 00:23:59,620 [production bell ringing] - Can we just stop? 646 00:23:59,655 --> 00:24:02,034 - I had to stop the whole line. 647 00:24:02,068 --> 00:24:05,206 I felt like I'm letting the whole team down 648 00:24:05,241 --> 00:24:08,793 because of the easy task that I couldn't perform. 649 00:24:08,827 --> 00:24:12,034 Oh, my God! [laughs] 650 00:24:12,068 --> 00:24:14,482 [crying comically] 651 00:24:14,517 --> 00:24:15,724 All right. 652 00:24:15,758 --> 00:24:17,689 But you've been making this for a long time, then? 653 00:24:17,724 --> 00:24:20,068 - Yes, and I started as a regular employee... 654 00:24:20,103 --> 00:24:21,068 - Okay. - And became a lead. 655 00:24:21,103 --> 00:24:22,655 And now I'm a line support. 656 00:24:22,689 --> 00:24:24,034 - What time do you normally come in? 657 00:24:24,068 --> 00:24:25,586 - Um, I come in at 6:00. 658 00:24:25,620 --> 00:24:27,137 - So what time do you wake up, then? 659 00:24:27,172 --> 00:24:28,620 - I wake up at 4:00. - Okay. 660 00:24:28,655 --> 00:24:30,413 - I gotta drop off my baby and stuff. 661 00:24:30,448 --> 00:24:32,448 - How many kids do you have? - I have two kids. 662 00:24:32,482 --> 00:24:34,206 - Oh, my God! - Yeah. 663 00:24:34,241 --> 00:24:35,862 Itzia works really hard. 664 00:24:35,896 --> 00:24:37,793 She wakes up at 4:00, 665 00:24:37,827 --> 00:24:39,103 taking care of two kids, 666 00:24:39,137 --> 00:24:40,724 and also at the same time, 667 00:24:40,758 --> 00:24:43,586 she is great line leader. 668 00:24:43,620 --> 00:24:46,931 So what motivates you? Driving you? 669 00:24:46,965 --> 00:24:48,896 - I would love to grow in the company I'm in now. 670 00:24:48,931 --> 00:24:50,034 - Okay. - It's a great company. 671 00:24:50,068 --> 00:24:51,034 - So you do like this company a lot. 672 00:24:51,068 --> 00:24:52,344 - Yeah, yeah, I do. Yeah. 673 00:24:52,379 --> 00:24:55,724 Yeah, I do see myself being a supervisor or a manager 674 00:24:55,758 --> 00:24:57,137 one day in this company. 675 00:24:57,172 --> 00:24:58,379 - So where are you from? 676 00:24:58,413 --> 00:24:59,724 - I'm from Mexico. - Okay. 677 00:24:59,758 --> 00:25:01,448 - Originally born in Mexico. 678 00:25:01,482 --> 00:25:03,103 - Okay. - I'm a Dreamer. 679 00:25:03,137 --> 00:25:04,103 - Okay. 680 00:25:04,137 --> 00:25:05,241 - Do you know what a Dreamer is? 681 00:25:05,275 --> 00:25:06,620 - Uh, not--yes and no. - Not really? 682 00:25:06,655 --> 00:25:07,724 - Yes. - A little bit? Okay. 683 00:25:07,758 --> 00:25:09,931 So when Barak Obama became President... 684 00:25:09,965 --> 00:25:11,137 - Okay. 685 00:25:11,172 --> 00:25:15,034 - Um, he did a law to kids that were not born here 686 00:25:15,068 --> 00:25:17,655 but been raised here since they were really young 687 00:25:17,689 --> 00:25:19,689 to have the opportunity to work... 688 00:25:19,724 --> 00:25:21,103 - Oh, that's what it means. - Legally. 689 00:25:21,137 --> 00:25:23,482 Yes. And I'm Mexican. - Oh. And when did you come in? 690 00:25:23,517 --> 00:25:25,482 - I came here when I was five years old. 691 00:25:25,517 --> 00:25:27,896 - So how often do you go back? 692 00:25:27,931 --> 00:25:30,413 - I can't go back because-- - Oh, you can't? 693 00:25:30,448 --> 00:25:32,758 - Yeah, because I'm just on a work permit, yes. 694 00:25:32,793 --> 00:25:33,931 - Oh! - Yeah. So it's been hard. 695 00:25:33,965 --> 00:25:35,103 So it doesn't allow you to go back? 696 00:25:35,137 --> 00:25:36,689 - Mm-mm. - Oh, I didn't know that. 697 00:25:36,724 --> 00:25:38,448 - Yeah, it's been--yeah, yeah. 698 00:25:38,482 --> 00:25:39,931 - When I moved here, 699 00:25:39,965 --> 00:25:43,896 I always had option to go back to my country at any time. 700 00:25:43,931 --> 00:25:46,137 If I couldn't go back, you know, 701 00:25:46,172 --> 00:25:48,655 not seeing my family, not seeing my friends, 702 00:25:48,689 --> 00:25:51,000 that's really tough. 703 00:25:51,034 --> 00:25:53,241 - [voice breaking] Not being able to go back to my country 704 00:25:53,275 --> 00:25:54,724 and, you know, 705 00:25:54,758 --> 00:25:57,965 my daughter always wants me to take her, 706 00:25:58,000 --> 00:26:00,103 you know, like, to-- back to Mexico. 707 00:26:00,137 --> 00:26:01,724 And it's really tough 708 00:26:01,758 --> 00:26:03,551 to be, you know, an immigrant. 709 00:26:03,586 --> 00:26:04,724 It's just different. 710 00:26:04,758 --> 00:26:06,379 People look at you different sometimes, 711 00:26:06,413 --> 00:26:07,620 and it's hard. 712 00:26:07,655 --> 00:26:08,931 - What about your husband, then? 713 00:26:08,965 --> 00:26:12,275 - Um, my husband, he's a U.S. citizen. 714 00:26:12,310 --> 00:26:13,724 - Okay. - And we actually-- 715 00:26:13,758 --> 00:26:15,137 when we got married... - Uh-huh. 716 00:26:15,172 --> 00:26:19,379 - A year after that, we filed for, uh, wife status. 717 00:26:19,413 --> 00:26:20,862 - Oh, so you are waiting for it? 718 00:26:20,896 --> 00:26:22,068 - Yes, yes. - Oh, okay. 719 00:26:22,103 --> 00:26:23,827 That'd be really exciting, if you can get that. 720 00:26:23,862 --> 00:26:24,931 - And--yeah, definitely. 721 00:26:24,965 --> 00:26:25,931 You know, hopefully, 722 00:26:25,965 --> 00:26:27,448 maybe next year I can save up 723 00:26:27,482 --> 00:26:29,172 and we can take a family vacation to my country. 724 00:26:29,206 --> 00:26:31,206 - That'd be really great. - Yeah. 725 00:26:31,241 --> 00:26:33,862 - Where are your parents? - My parents, they live here. 726 00:26:33,896 --> 00:26:34,896 - They live here? - Yeah. 727 00:26:34,931 --> 00:26:37,103 Would you like to come meet my family? 728 00:26:37,137 --> 00:26:39,034 - Yeah. Ooh, your son and daughter? 729 00:26:39,068 --> 00:26:41,310 - If you wanna come--yeah. - Okay. 730 00:26:41,344 --> 00:26:44,413 Going undercover and doing this job, 731 00:26:44,448 --> 00:26:47,103 it really gives me different perspective. 732 00:26:47,137 --> 00:26:48,586 ♪ 733 00:26:48,620 --> 00:26:51,862 It makes me realize how important everyone is 734 00:26:51,896 --> 00:26:54,896 on the product line, and at the same time, 735 00:26:54,931 --> 00:26:56,793 you just don't think that way 736 00:26:56,827 --> 00:26:59,344 when you are sitting at the desk in Dallas. 737 00:26:59,379 --> 00:27:01,793 - Here's the baby. - This is Diani. 738 00:27:01,827 --> 00:27:02,965 - Diani. - The baby. 739 00:27:03,000 --> 00:27:05,241 Hi. High five. 740 00:27:05,275 --> 00:27:07,034 - Yeah! - Good boy. 741 00:27:07,068 --> 00:27:09,068 - Which part of the Mexico are you from? 742 00:27:09,103 --> 00:27:11,137 - I'm from Michoacán. - Okay, I-- 743 00:27:11,172 --> 00:27:12,862 I'm not really familiar with-- - Yeah. 744 00:27:12,896 --> 00:27:14,068 I do have an aunt out there. 745 00:27:14,103 --> 00:27:16,206 - Do you wanna go and see them? Meet them? 746 00:27:16,241 --> 00:27:17,379 - Mm-hmm. - Okay. 747 00:27:17,413 --> 00:27:19,103 [stirring music] 748 00:27:19,137 --> 00:27:20,586 How long have you guys lived here? 749 00:27:20,620 --> 00:27:21,586 - Five years. - Six. 750 00:27:21,620 --> 00:27:22,758 - Five years. - Yes. 751 00:27:22,793 --> 00:27:23,758 - Almost six years. - Almost six, yes. 752 00:27:23,793 --> 00:27:24,827 - Oh, six years. - Yeah. 753 00:27:24,862 --> 00:27:27,206 But we do plan on buying a house. 754 00:27:27,241 --> 00:27:28,827 Maybe looking into it next year. 755 00:27:28,862 --> 00:27:30,482 - Oh! That's nice. - I just have to, 756 00:27:30,517 --> 00:27:33,000 you know, get my situation settled 757 00:27:33,034 --> 00:27:34,034 with my petition. - Right, right. 758 00:27:34,068 --> 00:27:35,586 - And thank God, it's been approved 759 00:27:35,620 --> 00:27:39,103 so now we can move on and get in a house. 760 00:27:39,137 --> 00:27:41,965 You always wanna work for something better. 761 00:27:42,000 --> 00:27:43,586 - Uh-huh. 762 00:27:43,620 --> 00:27:46,655 Itzia, thank you so much for everything today. 763 00:27:46,689 --> 00:27:49,241 And, really, meeting your lovely family, 764 00:27:49,275 --> 00:27:51,034 Everything was wonderful. 765 00:27:51,068 --> 00:27:52,551 - Thank you. - Thank you so much. 766 00:27:52,586 --> 00:27:54,344 Let me just tell you one thing. 767 00:27:54,379 --> 00:27:59,689 Uh, you know, people's lives are, at the end, all same. 768 00:27:59,724 --> 00:28:02,241 I could see these people are trying 769 00:28:02,275 --> 00:28:03,931 to make their lives better 770 00:28:03,965 --> 00:28:05,931 because they care about their family. 771 00:28:05,965 --> 00:28:08,172 They love each other. 772 00:28:08,206 --> 00:28:11,344 I was just fortunate to be at their home, 773 00:28:11,379 --> 00:28:13,620 and we are lucky to have Itzia 774 00:28:13,655 --> 00:28:15,172 on the Smoothie King team. 775 00:28:15,206 --> 00:28:17,310 [dramatic music] 776 00:28:19,034 --> 00:28:21,034 [cell phone chiming] 777 00:28:21,068 --> 00:28:24,034 [upbeat music] 778 00:28:24,068 --> 00:28:31,068 ♪ 779 00:28:33,862 --> 00:28:36,206 This is very early start, 780 00:28:36,241 --> 00:28:40,586 and we are gonna get to the store before the store opens. 781 00:28:40,620 --> 00:28:44,103 Today I'm gonna meet Jessica, store manager, 782 00:28:44,137 --> 00:28:48,137 who runs one of the top five stores in our entire company. 783 00:28:48,172 --> 00:28:52,000 And much of its success is due to local store marketing, 784 00:28:52,034 --> 00:28:54,758 such as giving away free smoothies. 785 00:28:54,793 --> 00:28:56,448 By going undercover, 786 00:28:56,482 --> 00:28:59,000 I want to find out how it works. 787 00:28:59,034 --> 00:29:01,310 ♪ 788 00:29:01,344 --> 00:29:03,896 - Hi. - Hello. 789 00:29:03,931 --> 00:29:05,172 - I'm Jessica. 790 00:29:05,206 --> 00:29:06,586 both: Nice to meet you. - Song Li. 791 00:29:06,620 --> 00:29:08,551 - So I hear you wanna come and see what I do all day 792 00:29:08,586 --> 00:29:09,931 in the day shift. - Yes, exactly. 793 00:29:09,965 --> 00:29:12,137 - And, uh, we're gonna make some smoothies 794 00:29:12,172 --> 00:29:13,379 so you can get started, but first, 795 00:29:13,413 --> 00:29:14,586 we have to put you in uniform. - All right. 796 00:29:14,620 --> 00:29:15,931 - So let me get you a shirt. - Awesome. 797 00:29:15,965 --> 00:29:17,103 - Awesome. - All right. 798 00:29:17,137 --> 00:29:18,413 - When Song walked in, uh, 799 00:29:18,448 --> 00:29:19,586 he had a little mustache 800 00:29:19,620 --> 00:29:21,034 with the long hair. 801 00:29:21,068 --> 00:29:23,206 He looked like a little rock star. [laughs] 802 00:29:23,241 --> 00:29:24,896 - So what are we doing today? 803 00:29:24,931 --> 00:29:26,275 - So today we're gonna be preparing 804 00:29:26,310 --> 00:29:27,551 a small portion of smoothies, 805 00:29:27,586 --> 00:29:28,620 which would be about 100 806 00:29:28,655 --> 00:29:30,310 for a promotion that we're doing later. 807 00:29:30,344 --> 00:29:31,896 - Ooh, that's a lot of smoothies. 808 00:29:31,931 --> 00:29:34,206 - We normally do, like, 500 to 600. 809 00:29:34,241 --> 00:29:36,344 So it's pretty small. - Whoa! 810 00:29:36,379 --> 00:29:37,620 - So we gonna try to get that started 811 00:29:37,655 --> 00:29:39,034 and get that out the way. - Okay. 812 00:29:39,068 --> 00:29:40,482 - Do you have any questions so far? 813 00:29:40,517 --> 00:29:41,931 - No! Make me work! 814 00:29:41,965 --> 00:29:43,275 I'm ready. - All right. Ready to work. 815 00:29:43,310 --> 00:29:44,275 both: All right. 816 00:29:44,310 --> 00:29:45,655 So the Caribbean Way is pretty much 817 00:29:45,689 --> 00:29:47,827 strawberry, banana, with a little papaya juice. 818 00:29:47,862 --> 00:29:50,448 So we gonna do four blue ladles of strawberries. 819 00:29:50,482 --> 00:29:52,103 - Okay. 820 00:29:52,137 --> 00:29:53,896 Ooh, you're fast. 821 00:29:53,931 --> 00:29:55,034 - Kinda quick with it. 822 00:29:55,068 --> 00:29:57,620 [machines whirring] 823 00:29:57,655 --> 00:29:59,310 Grab you a lid that's right in front of you. 824 00:29:59,344 --> 00:30:00,862 - Okay. 825 00:30:00,896 --> 00:30:02,172 - You're gonna press setting three. 826 00:30:02,206 --> 00:30:03,275 Close your lid and press setting three. 827 00:30:03,310 --> 00:30:05,034 - Three. [machine churning] 828 00:30:05,068 --> 00:30:07,275 So how long have you been with Smoothie King? 829 00:30:07,310 --> 00:30:09,103 - Six years. - Six years! 830 00:30:09,137 --> 00:30:10,103 - Yeah. - That's awesome! 831 00:30:10,137 --> 00:30:11,758 - I don't even consider it as a job. 832 00:30:11,793 --> 00:30:12,758 - Wow. 833 00:30:12,793 --> 00:30:13,758 - Like, it's like my second home. 834 00:30:13,793 --> 00:30:15,241 - That's great. 835 00:30:15,275 --> 00:30:17,931 How often do you get this kind of catering? 836 00:30:17,965 --> 00:30:19,310 Like, do you get this often? - We do it-- 837 00:30:19,344 --> 00:30:20,827 yeah, throughout the week. - Throughout the week? 838 00:30:20,862 --> 00:30:22,068 - Yes. - Wow. 839 00:30:22,103 --> 00:30:23,413 - So that sounds like a really good business 840 00:30:23,448 --> 00:30:24,655 - Yes. 841 00:30:24,689 --> 00:30:26,068 - But what time do you have to come in? 842 00:30:26,103 --> 00:30:27,827 - Sometimes we have to come in at 5:00 a.m. 843 00:30:27,862 --> 00:30:29,068 - Oh, my goodness! - Yeah. 844 00:30:29,103 --> 00:30:31,172 Now we can go to the back and finish topping off 845 00:30:31,206 --> 00:30:33,241 the ones we have. 846 00:30:33,275 --> 00:30:34,517 - Ooh. [beeping] 847 00:30:34,551 --> 00:30:36,965 Sometimes you have to come in really early? 848 00:30:37,000 --> 00:30:38,034 - Yes. - 5:00 a.m.? 849 00:30:38,068 --> 00:30:39,862 - Yes. - Why do we have to do that? 850 00:30:39,896 --> 00:30:42,793 - So we can be ready for when we open the store 851 00:30:42,827 --> 00:30:45,379 for regular hours for our regular customers. 852 00:30:45,413 --> 00:30:47,034 - Do you mind wake up-- waking up early? 853 00:30:47,068 --> 00:30:48,275 - I don't mind. Sometimes. 854 00:30:48,310 --> 00:30:50,655 But, like, now with me having my one-year-old son-- 855 00:30:50,689 --> 00:30:52,344 - You have a son? - Yes, I have a son. 856 00:30:52,379 --> 00:30:54,344 - Oh, you look like a baby. - And--but I-- 857 00:30:54,379 --> 00:30:55,827 [both laughing] 858 00:30:55,862 --> 00:30:57,551 - How do you manage your life 859 00:30:57,586 --> 00:30:59,793 when sometimes you have to come in early? 860 00:30:59,827 --> 00:31:01,689 - Okay, so his dad, my fiancé, 861 00:31:01,724 --> 00:31:03,206 he works overnight. 862 00:31:03,241 --> 00:31:06,172 He work, like, sometimes 6:00 to 7:00 a.m. in the morning... 863 00:31:06,206 --> 00:31:07,827 - Wow. - And once I have, like-- 864 00:31:07,862 --> 00:31:08,793 he'll be coming home, 865 00:31:08,827 --> 00:31:10,793 and I'll be just leaving out the door. 866 00:31:10,827 --> 00:31:13,034 It--it do get hard sometimes 'cause he can't sleep. 867 00:31:13,068 --> 00:31:14,206 - Wow. - Yeah. 868 00:31:14,241 --> 00:31:16,344 - That sounds like a really hard life. 869 00:31:16,379 --> 00:31:19,034 So do you have a plan to get married or-- 870 00:31:19,068 --> 00:31:20,655 - Yeah, I plan after school. 871 00:31:20,689 --> 00:31:23,689 We're not financially stable to have a wedding 872 00:31:23,724 --> 00:31:26,724 like I w--like I would love to 'cause I'm a full-time student. 873 00:31:26,758 --> 00:31:28,068 - Oh, you are? - Yeah. 874 00:31:28,103 --> 00:31:30,344 I'm going for business 'cause I wanna own my own business. 875 00:31:30,379 --> 00:31:31,827 - That's awesome. - And I also wanna go far 876 00:31:31,862 --> 00:31:32,862 in the brand, so... 877 00:31:32,896 --> 00:31:34,724 - So you are studying full time... 878 00:31:34,758 --> 00:31:35,827 - Yes. 879 00:31:35,862 --> 00:31:37,172 - And this is your full-time job. 880 00:31:37,206 --> 00:31:39,241 - Full-time job, yes. - And you have one-year-old. 881 00:31:39,275 --> 00:31:41,137 - Yes, yes. - [gasps] 882 00:31:41,172 --> 00:31:43,000 That's a lot. - Yeah. 883 00:31:43,034 --> 00:31:45,172 But I make it happen, you know? 884 00:31:45,206 --> 00:31:46,758 - Wow. - [laughs] 885 00:31:46,793 --> 00:31:48,034 ♪ 886 00:31:48,068 --> 00:31:51,034 - So, uh, when you hand out these smoothies, 887 00:31:51,068 --> 00:31:52,896 what should be my expectation? 888 00:31:52,931 --> 00:31:55,275 - It brings more people to the brand. 889 00:31:55,310 --> 00:31:57,172 Like, some--like, if someone doesn't know anything 890 00:31:57,206 --> 00:31:58,517 about Smoothie King... - Okay. 891 00:31:58,551 --> 00:32:00,517 - Once they have a good taste of a fresh smoothie, 892 00:32:00,551 --> 00:32:02,965 they--we can maybe draw some new customers in. 893 00:32:03,000 --> 00:32:06,206 - How do you know that, uh, people are really, uh, 894 00:32:06,241 --> 00:32:09,137 coming to the store after the sampling? 895 00:32:09,172 --> 00:32:11,034 - Because they'll tell us. Like, "Hey, you guys"-- 896 00:32:11,068 --> 00:32:12,482 - Oh! 897 00:32:12,517 --> 00:32:13,862 - "You guys came out to the event that we had." 898 00:32:13,896 --> 00:32:15,034 - Right, right. 899 00:32:15,068 --> 00:32:16,275 - All right. So we done. 900 00:32:16,310 --> 00:32:17,896 So let's get this all loaded up in the van. 901 00:32:17,931 --> 00:32:18,896 You ready to go? - Awesome. 902 00:32:18,931 --> 00:32:19,965 Yes, let's go. - All right. 903 00:32:20,000 --> 00:32:21,517 All right. - Pretty simple, this. 904 00:32:21,551 --> 00:32:22,517 Here we go. 905 00:32:22,551 --> 00:32:24,482 [upbeat music] 906 00:32:24,517 --> 00:32:26,517 Okay. 907 00:32:26,551 --> 00:32:30,241 Jessica has brought me to a local flag football game. 908 00:32:30,275 --> 00:32:33,034 [indistinct shouting] 909 00:32:33,068 --> 00:32:34,310 [whistle blows] 910 00:32:34,344 --> 00:32:35,517 both: Hey, guys. 911 00:32:35,551 --> 00:32:36,689 - Hey, would you all like a free smoothie today? 912 00:32:36,724 --> 00:32:37,965 - Would you like to try a free smoothie? 913 00:32:38,000 --> 00:32:39,344 - Appreciate it. Appreciate it. - All right. 914 00:32:39,379 --> 00:32:41,034 - Hey, would you all like a free smoothie today? 915 00:32:41,068 --> 00:32:42,724 - What do you think? - They're good. 916 00:32:42,758 --> 00:32:44,000 I like them. - It's good? 917 00:32:44,034 --> 00:32:45,827 - It's awesome. We love it. - It's awesome? 918 00:32:45,862 --> 00:32:48,586 - Is there anybody who's coming and visiting Smoothie King? 919 00:32:48,620 --> 00:32:49,896 - Like-- - He come often. 920 00:32:49,931 --> 00:32:51,137 - Every Friday? - That's the Hulk Man. 921 00:32:51,172 --> 00:32:52,517 - We get a Hulk every Friday. - Oh! 922 00:32:52,551 --> 00:32:54,827 - Yeah, the Hulk. No joke. - Oh, that's a good one. 923 00:32:54,862 --> 00:32:56,103 - Yeah, that's a good one. - All right, awesome. 924 00:32:56,137 --> 00:32:57,689 - But come and see us more often. 925 00:32:57,724 --> 00:32:59,758 - Yes, come and see more often. - Definitely. Definitely. 926 00:32:59,793 --> 00:33:02,896 - All right, now you guys-- you guys are going to fly here, 927 00:33:02,931 --> 00:33:04,689 you know, because you guys had the fuel. 928 00:33:04,724 --> 00:33:05,931 - Yeah. - All right, thank you. 929 00:33:05,965 --> 00:33:07,103 - All right, thank you, guys. 930 00:33:07,137 --> 00:33:08,413 - All right, thank you. 931 00:33:08,448 --> 00:33:09,793 [indistinct shouting] 932 00:33:09,827 --> 00:33:11,000 [whistle blows] 933 00:33:11,034 --> 00:33:12,275 Jessica? - Yes. 934 00:33:12,310 --> 00:33:14,000 - Thank you so much. I learned a lot. 935 00:33:14,034 --> 00:33:15,965 - Thank you so much. - And it's all because of you. 936 00:33:16,000 --> 00:33:17,000 - Thank you. - All right. 937 00:33:17,034 --> 00:33:18,034 - All right, thank you. 938 00:33:18,068 --> 00:33:20,172 - I think these promotions work. 939 00:33:20,206 --> 00:33:21,517 I'm going to look into 940 00:33:21,551 --> 00:33:23,793 a company-wide promotions program. 941 00:33:23,827 --> 00:33:26,137 I woke up at 4:00 this morning. 942 00:33:26,172 --> 00:33:30,034 I probably worked about 16 hours, 943 00:33:30,068 --> 00:33:32,896 and I can't believe I forgot 944 00:33:32,931 --> 00:33:36,206 how hard people work at the store. 945 00:33:36,241 --> 00:33:39,137 Jessica is so passionate about the brand. 946 00:33:39,172 --> 00:33:43,620 I am really fortunate CEO to have these team members. 947 00:33:43,655 --> 00:33:46,724 [warm music] 948 00:33:48,896 --> 00:33:50,724 [dramatic music] 949 00:33:50,758 --> 00:33:52,034 Going undercover, 950 00:33:52,068 --> 00:33:54,758 it's really a humbling experience. 951 00:33:54,793 --> 00:33:57,827 You really do discover a lot of things 952 00:33:57,862 --> 00:34:00,862 that you don't really see as CEO. 953 00:34:00,896 --> 00:34:04,068 I really wanna get back to work 954 00:34:04,103 --> 00:34:06,413 because that's how I can improve things. 955 00:34:08,586 --> 00:34:11,827 [suspenseful music] 956 00:34:11,862 --> 00:34:13,068 ♪ 957 00:34:13,103 --> 00:34:14,724 I am so excited to see 958 00:34:14,758 --> 00:34:17,310 the people I have worked with undercover. 959 00:34:17,344 --> 00:34:19,172 - What do you think is gonna happen today? 960 00:34:19,206 --> 00:34:21,344 - I have no idea what's gonna happen today. 961 00:34:21,379 --> 00:34:24,034 - The team members I have met will be told 962 00:34:24,068 --> 00:34:26,103 they are meeting here to help us 963 00:34:26,137 --> 00:34:28,827 with some research for my second career. 964 00:34:28,862 --> 00:34:32,344 They have no idea that it's "Undercover Boss." 965 00:34:32,379 --> 00:34:39,379 ♪ 966 00:34:44,896 --> 00:34:46,068 [quirky music] 967 00:34:46,103 --> 00:34:48,172 - Hi. - Do you recognize me? 968 00:34:48,206 --> 00:34:50,965 - [laughs] I do recognize you. 969 00:34:51,000 --> 00:34:54,034 - Skyler. - Wan Kim. 970 00:34:54,068 --> 00:34:57,620 - I am the CEO of Smoothie King. 971 00:34:57,655 --> 00:34:58,827 - No way! 972 00:34:58,862 --> 00:35:01,034 - You're on "Undercover Boss." - [crying] 973 00:35:01,068 --> 00:35:02,241 - [laughing] 974 00:35:02,275 --> 00:35:03,896 announcer: Coming up, 975 00:35:03,931 --> 00:35:06,862 the boss delivers life-changing news. 976 00:35:06,896 --> 00:35:09,000 - I mean, you just are amazing. 977 00:35:09,034 --> 00:35:10,172 - [crying] Thank you. 978 00:35:19,862 --> 00:35:21,620 - Avery. - Yes? 979 00:35:21,655 --> 00:35:22,724 - First of all, 980 00:35:22,758 --> 00:35:25,586 I don't think I was very happy at your store. 981 00:35:25,620 --> 00:35:27,034 - Okay. 982 00:35:27,068 --> 00:35:30,586 - Uh, your store have a lot of, uh, maintenance issues, 983 00:35:30,620 --> 00:35:33,241 and it really need to, uh, be upgraded. 984 00:35:33,275 --> 00:35:34,275 - Okay. 985 00:35:36,034 --> 00:35:39,275 I can't spend, uh, the money to fix, like, 986 00:35:39,310 --> 00:35:41,000 the stuff in my store. 987 00:35:41,034 --> 00:35:43,172 - I don't believe it's your fault. 988 00:35:43,206 --> 00:35:44,344 [stirring music] 989 00:35:44,379 --> 00:35:47,517 Our vice president of operations 990 00:35:47,551 --> 00:35:50,482 actually met your franchisee yesterday. 991 00:35:50,517 --> 00:35:51,517 - Okay. 992 00:35:51,551 --> 00:35:53,379 - Uh, we actually gave him 30 days 993 00:35:53,413 --> 00:35:55,241 to address all the issues 994 00:35:55,275 --> 00:35:59,068 because the store is not meeting our brand standard. 995 00:35:59,103 --> 00:36:00,862 - I appreciate that. 996 00:36:00,896 --> 00:36:02,655 Appreciate you putting the fire to him. 997 00:36:02,689 --> 00:36:04,448 - [laughing] 998 00:36:04,482 --> 00:36:07,241 All right. So let's talk about you. 999 00:36:07,275 --> 00:36:10,034 I really think you're awesome manager, 1000 00:36:10,068 --> 00:36:12,344 so I wanna help you. 1001 00:36:12,379 --> 00:36:16,034 We all do want our children, our kids, 1002 00:36:16,068 --> 00:36:18,034 to have better lives than ours. 1003 00:36:18,068 --> 00:36:19,344 - Yeah, that's what it's all about. 1004 00:36:19,379 --> 00:36:21,689 - So I'm gonna actually set up a college fund 1005 00:36:21,724 --> 00:36:23,482 for each of your four kids. 1006 00:36:23,517 --> 00:36:25,241 $10,000 each. 1007 00:36:25,275 --> 00:36:27,724 That's $40,000. 1008 00:36:27,758 --> 00:36:29,206 - For my kids? - Mm-hmm. 1009 00:36:29,241 --> 00:36:32,310 I want your kids to really have a better life. 1010 00:36:32,344 --> 00:36:33,551 - [sniffling] 1011 00:36:33,586 --> 00:36:36,034 [dramatic music] 1012 00:36:36,068 --> 00:36:38,034 Oh, man. 1013 00:36:38,068 --> 00:36:40,068 Oh, man. 1014 00:36:40,103 --> 00:36:43,000 [sniffles] Yeah, I appreciate it, man. 1015 00:36:43,034 --> 00:36:46,034 Oh, I love my kids so much. 1016 00:36:46,068 --> 00:36:47,965 ♪ 1017 00:36:48,000 --> 00:36:50,344 And it's like, all I do is try to secure-- 1018 00:36:50,379 --> 00:36:52,034 secure their future, you know? 1019 00:36:52,068 --> 00:36:53,931 - Right. - [sniffles] Yeah. 1020 00:36:53,965 --> 00:36:55,137 Man. 1021 00:36:55,172 --> 00:36:57,137 [indistinct] 1022 00:36:57,172 --> 00:36:58,758 My kids are everything to me. 1023 00:36:58,793 --> 00:37:00,965 Their future is secure. 1024 00:37:01,000 --> 00:37:02,344 I'm just so overwhelmed. 1025 00:37:02,379 --> 00:37:03,896 Um, it's a great thing. 1026 00:37:03,931 --> 00:37:05,379 ♪ 1027 00:37:05,413 --> 00:37:08,103 - Hi, Jessica. - [laughing] 1028 00:37:08,137 --> 00:37:09,586 [sniffles] 1029 00:37:09,620 --> 00:37:12,137 - So I will just tell you... - Mm-hmm. 1030 00:37:12,172 --> 00:37:14,448 - I mean, you just are amazing. 1031 00:37:14,482 --> 00:37:15,793 - Thank you. 1032 00:37:15,827 --> 00:37:17,517 - I mean, the day that I started, 1033 00:37:17,551 --> 00:37:19,862 we made a lot of smoothies. - Yes. 1034 00:37:19,896 --> 00:37:22,206 - When I really worked with you on that day, 1035 00:37:22,241 --> 00:37:24,000 I learned a lot about you, 1036 00:37:24,034 --> 00:37:26,206 how busy your day can be, 1037 00:37:26,241 --> 00:37:27,896 with having one-year-old boy. 1038 00:37:27,931 --> 00:37:28,931 - Yes. 1039 00:37:28,965 --> 00:37:30,586 Full-time student and full-time-- 1040 00:37:30,620 --> 00:37:31,758 - And the full-time student. 1041 00:37:31,793 --> 00:37:34,206 - And I also work full time as well. 1042 00:37:34,241 --> 00:37:36,517 It gets hard sometimes. - Mm-hmm, it gets hard. 1043 00:37:36,551 --> 00:37:40,310 ♪ 1044 00:37:40,344 --> 00:37:42,206 So right now you are studying business. 1045 00:37:42,241 --> 00:37:43,344 - Yes. 1046 00:37:43,379 --> 00:37:48,379 - So I wanna pay $15,000 towards your tuition 1047 00:37:48,413 --> 00:37:51,586 so that you can finish your college. 1048 00:37:51,620 --> 00:37:53,000 - [sniffles] 1049 00:37:53,034 --> 00:37:55,137 Thank you. - And one more thing. 1050 00:37:55,172 --> 00:37:56,620 - Uh-huh? 1051 00:37:56,655 --> 00:38:00,517 - Uh, you told me that you are actually saving money 1052 00:38:00,551 --> 00:38:01,620 so that you can get married. 1053 00:38:01,655 --> 00:38:03,275 - Yes. 1054 00:38:03,310 --> 00:38:06,137 - I wanna pay $25,000 1055 00:38:06,172 --> 00:38:07,689 for your dream wedding, Jessica. 1056 00:38:07,724 --> 00:38:09,862 - [crying] 1057 00:38:09,896 --> 00:38:12,137 No one ever helped me. [laughs, cries] 1058 00:38:12,172 --> 00:38:14,655 - But you deserve it. 1059 00:38:14,689 --> 00:38:17,068 - This has been a life-changing day for me. 1060 00:38:17,103 --> 00:38:18,965 Like, I never had someone 1061 00:38:19,000 --> 00:38:22,448 that just helped me in this huge way. 1062 00:38:22,482 --> 00:38:24,241 [laughing] 1063 00:38:24,275 --> 00:38:26,482 This is awesome. Oh, my God. 1064 00:38:27,862 --> 00:38:30,379 - So, Itzia, 1065 00:38:30,413 --> 00:38:34,310 I really didn't really recognize how important, 1066 00:38:34,344 --> 00:38:36,379 uh, your company are doing 1067 00:38:36,413 --> 00:38:40,413 so that you can deliver the best-tasting smoothie. 1068 00:38:40,448 --> 00:38:42,344 So I really wanna say thank you. 1069 00:38:42,379 --> 00:38:43,931 - Uh, thank you. 1070 00:38:43,965 --> 00:38:46,689 - I wanna really talk about, you know, your story. 1071 00:38:46,724 --> 00:38:48,620 You actually told me you're from Mexico. 1072 00:38:48,655 --> 00:38:49,724 - Yeah. 1073 00:38:49,758 --> 00:38:51,655 Yesterday I got my green card in the mail. 1074 00:38:51,689 --> 00:38:54,034 - Ooh! - So, yeah. 1075 00:38:54,068 --> 00:38:55,620 That was pretty cool. - That's nice. 1076 00:38:55,655 --> 00:38:58,310 - Yeah, it's been a-- - Very nice. 1077 00:38:58,344 --> 00:39:00,482 So I'd like to help you. 1078 00:39:00,517 --> 00:39:03,034 I'd like to actually give you $10,000 1079 00:39:03,068 --> 00:39:04,896 so that you can go back to Mexico. 1080 00:39:04,931 --> 00:39:06,862 - Oh, my God. Are you serious? 1081 00:39:06,896 --> 00:39:08,655 - Mm-hmm. - Oh, thank you so much. 1082 00:39:08,689 --> 00:39:10,172 It means the world to me. 1083 00:39:10,206 --> 00:39:11,517 I really appreciate it. Thank you. 1084 00:39:11,551 --> 00:39:14,068 - I know you guys are also saving money 1085 00:39:14,103 --> 00:39:16,275 to buy your own home. 1086 00:39:16,310 --> 00:39:17,896 - We are. 1087 00:39:17,931 --> 00:39:19,896 - I'd like to give you $20,000 1088 00:39:19,931 --> 00:39:22,862 so that you can use it as your down payment. 1089 00:39:22,896 --> 00:39:24,413 - Are you serious? - Mm-hmm. 1090 00:39:24,448 --> 00:39:26,482 - Oh, my God. 1091 00:39:26,517 --> 00:39:27,551 It's like a dream. 1092 00:39:27,586 --> 00:39:30,241 A dream of a dream come true. 1093 00:39:30,275 --> 00:39:35,068 I've never imagined something this amazing happening to me. 1094 00:39:35,103 --> 00:39:38,482 Um, thank you so much. Thank you. 1095 00:39:38,517 --> 00:39:39,482 Can I give you a hug? - Yes. 1096 00:39:39,517 --> 00:39:41,655 - Sorry. - [laughs] 1097 00:39:41,689 --> 00:39:44,379 - I'm so excited, surprised. 1098 00:39:44,413 --> 00:39:46,068 I'm very happy. 1099 00:39:48,103 --> 00:39:50,448 - Skyler, first of all, 1100 00:39:50,482 --> 00:39:52,931 I really wanna say thank you. 1101 00:39:52,965 --> 00:39:55,068 You were really awesome. 1102 00:39:55,103 --> 00:39:58,448 - Appreciate it. - Very inspirational trainer. 1103 00:39:58,482 --> 00:40:01,517 So we kind of talked about, uh, the changes that, 1104 00:40:01,551 --> 00:40:02,655 you know, we made. 1105 00:40:02,689 --> 00:40:03,655 - Right. 1106 00:40:03,689 --> 00:40:04,689 It definitely-- 1107 00:40:04,724 --> 00:40:07,241 the changes were a lot for us 1108 00:40:07,275 --> 00:40:10,379 because, you know, customers were upset at us 1109 00:40:10,413 --> 00:40:12,034 like we're the ones that make the changes, 1110 00:40:12,068 --> 00:40:13,310 and, you know, at the end of the day, 1111 00:40:13,344 --> 00:40:14,724 it--it starts from the top. 1112 00:40:14,758 --> 00:40:17,862 - I am so sorry to make your life harder, 1113 00:40:17,896 --> 00:40:21,034 but we all believe the changes were necessary. 1114 00:40:21,068 --> 00:40:22,206 - Definitely. 1115 00:40:22,241 --> 00:40:23,793 - You talked about, you know, 1116 00:40:23,827 --> 00:40:26,586 you really wanna be a franchisee at Smoothie King. 1117 00:40:26,620 --> 00:40:29,000 - Right. - So I, like-- 1118 00:40:29,034 --> 00:40:30,758 as soon as I came up from the store, 1119 00:40:30,793 --> 00:40:32,000 I actually talked to the team, 1120 00:40:32,034 --> 00:40:33,517 and the team actually discovered 1121 00:40:33,551 --> 00:40:36,241 your application was denied by us. 1122 00:40:36,275 --> 00:40:37,241 - Right. 1123 00:40:37,275 --> 00:40:39,965 - I know you were short. 1124 00:40:40,000 --> 00:40:41,137 - Right. 1125 00:40:41,172 --> 00:40:45,758 - So I'd love to pay $75,000 1126 00:40:45,793 --> 00:40:48,586 to help for you to buy the store. 1127 00:40:48,620 --> 00:40:50,724 - Wow. [laughs] 1128 00:40:50,758 --> 00:40:53,724 - 'Cause we'd love to have you as our franchisee. 1129 00:40:53,758 --> 00:40:56,724 - For real? - Yes, of course for real! 1130 00:40:56,758 --> 00:40:58,862 - I don't--I don't even think you understand, man. 1131 00:40:58,896 --> 00:41:00,931 This is-- this is a game-changer. 1132 00:41:00,965 --> 00:41:02,344 It'll change my life forever. 1133 00:41:02,379 --> 00:41:04,275 This is--this is all I ever wanted. 1134 00:41:04,310 --> 00:41:06,068 This is all I ever needed, was a start. 1135 00:41:06,103 --> 00:41:07,689 To tell my wife-- you know, 1136 00:41:07,724 --> 00:41:10,379 I mean, she--she knows how hard I've worked so-- 1137 00:41:10,413 --> 00:41:12,241 - Yup. She knows. 1138 00:41:12,275 --> 00:41:15,241 [dramatic music] 1139 00:41:15,275 --> 00:41:18,000 ♪ 1140 00:41:18,034 --> 00:41:19,000 - [sniffs] 1141 00:41:19,034 --> 00:41:21,344 - Skyler, you deserve it. 1142 00:41:21,379 --> 00:41:23,413 - Thank you. [sniffs] 1143 00:41:23,448 --> 00:41:24,655 - All right. Come on, man. 1144 00:41:24,689 --> 00:41:25,758 - For sure. - All right. 1145 00:41:25,793 --> 00:41:27,275 All right. 1146 00:41:27,310 --> 00:41:29,793 - It's weird that in, you know, 1147 00:41:29,827 --> 00:41:31,413 a couple minutes your whole life can change. 1148 00:41:31,448 --> 00:41:34,310 It still doesn't feel real. [chuckles] 1149 00:41:34,344 --> 00:41:37,172 ♪ 1150 00:41:37,206 --> 00:41:38,896 - Since I bought this company, 1151 00:41:38,931 --> 00:41:40,965 I made a lot of changes. 1152 00:41:41,000 --> 00:41:42,448 Going undercover, 1153 00:41:42,482 --> 00:41:45,931 I can see that we made a few mistakes. 1154 00:41:45,965 --> 00:41:47,310 Some of the implementation, 1155 00:41:47,344 --> 00:41:49,586 we could have done a better job. 1156 00:41:49,620 --> 00:41:50,758 Moving forward, 1157 00:41:50,793 --> 00:41:54,034 I believe I'm gonna be a better leader 1158 00:41:54,068 --> 00:41:58,103 as this experience really made me appreciate 1159 00:41:58,137 --> 00:42:01,310 my team members as well as franchisees. 1160 00:42:01,344 --> 00:42:08,344 ♪ 1161 00:42:10,000 --> 00:42:12,896 [upbeat music] 1162 00:42:12,931 --> 00:42:19,931 ♪ 1163 00:42:41,551 --> 00:42:44,517 [upbeat music] 1164 00:42:44,551 --> 00:42:51,655 ♪