1 00:00:17,344 --> 00:00:18,551 male announcer: More than a hundred 2 00:00:18,586 --> 00:00:20,689 of America's biggest bosses. 3 00:00:20,724 --> 00:00:22,241 - I just hope I can keep up with the guys. 4 00:00:22,275 --> 00:00:24,896 announcer: Have gone undercover 5 00:00:24,931 --> 00:00:26,068 in their own companies. 6 00:00:26,103 --> 00:00:28,448 - Nah, it wasn't as easy as it looks. 7 00:00:28,482 --> 00:00:29,517 - So... - Here we go. 8 00:00:29,551 --> 00:00:30,689 - Lift me up. 9 00:00:30,724 --> 00:00:32,000 - I'm about to just live out here. 10 00:00:32,034 --> 00:00:34,448 - I would almost swear you look like somebody else. 11 00:00:34,482 --> 00:00:35,965 - Right here, right now, we're gonna shut 12 00:00:36,000 --> 00:00:37,551 the restaurant down. 13 00:00:37,586 --> 00:00:39,206 announcer: More than 20 million dollars 14 00:00:39,241 --> 00:00:41,103 has been awarded to employees. 15 00:00:41,137 --> 00:00:43,551 - Because I wanted the check for $250,000. 16 00:00:43,586 --> 00:00:44,655 - Oh, my God. announcer: And millions 17 00:00:44,689 --> 00:00:45,931 of lives... 18 00:00:45,965 --> 00:00:47,137 - I'm gonna pay offthe mortgage. 19 00:00:47,172 --> 00:00:48,413 announcer: Change forever. 20 00:00:48,448 --> 00:00:49,482 - For real? - This is real. 21 00:00:49,517 --> 00:00:51,034 - Oh. - The greatest reward 22 00:00:51,068 --> 00:00:53,620 is to see people live their dream. 23 00:00:53,655 --> 00:00:54,655 - That's a life-changer. 24 00:00:59,689 --> 00:01:01,586 announcer: Tonight on Undercover Boss. 25 00:01:01,620 --> 00:01:02,827 - This is your first time here? 26 00:01:02,862 --> 00:01:04,344 - Yes. - Mine, too. 27 00:01:04,379 --> 00:01:06,103 announcer: The chief customer officer 28 00:01:06,137 --> 00:01:08,482 of America's largest bowling company... 29 00:01:08,517 --> 00:01:09,896 will be getting her hands dirty. 30 00:01:11,137 --> 00:01:12,862 My manicure is not loving this. 31 00:01:12,896 --> 00:01:14,379 announcer: As she gets to grips with... 32 00:01:14,413 --> 00:01:15,862 - Oh, Jeez. 33 00:01:15,896 --> 00:01:17,965 announcer: ...the challenges her company faces 34 00:01:18,000 --> 00:01:20,344 bringing bowling into the 21st century. 35 00:01:20,379 --> 00:01:21,827 - A lot of people tend to think that the pricing 36 00:01:21,862 --> 00:01:23,655 is outrageously high. 37 00:01:23,689 --> 00:01:25,896 - Something tells meyou don't like the arcade. 38 00:01:25,931 --> 00:01:27,275 - They took like six lanes out. 39 00:01:27,310 --> 00:01:29,655 - We need to be profitable. 40 00:01:29,689 --> 00:01:31,793 announcer: Going undercover, 41 00:01:31,827 --> 00:01:34,551 the boss will give up her taste for the high life 42 00:01:34,586 --> 00:01:36,275 and put her neck on the line. 43 00:01:36,310 --> 00:01:38,310 - There have been several people that have died 44 00:01:38,344 --> 00:01:40,068 from this machine. 45 00:01:40,103 --> 00:01:41,862 announcer: Dealing with demanding customers. 46 00:01:41,896 --> 00:01:43,206 - You didn't ask me the flavor. 47 00:01:43,241 --> 00:01:44,275 - Well-- - Really messes up 48 00:01:44,310 --> 00:01:45,965 my whole situation here. 49 00:01:46,000 --> 00:01:47,896 announcer: And ill-equipped centers. 50 00:01:47,931 --> 00:01:49,344 - No, don't use that. It's broken. 51 00:01:49,379 --> 00:01:50,586 - Okay. It's broken. - announcer: But how will 52 00:01:50,620 --> 00:01:52,275 her staff react... - No way. 53 00:01:52,310 --> 00:01:54,758 announcer: ...when they find out she's really the boss? 54 00:01:54,793 --> 00:01:57,482 - I'm concerned aboutyour future with the company. 55 00:01:57,517 --> 00:02:01,379 announcer: All this next on Undercover Boss. 56 00:02:10,275 --> 00:02:11,482 - I am Colie Edison. 57 00:02:11,517 --> 00:02:13,379 I'm the chief customerofficer at Bowlero Corp. 58 00:02:16,310 --> 00:02:18,241 Bowlero Corpis the world's largest 59 00:02:18,275 --> 00:02:19,551 bowling center business. 60 00:02:19,586 --> 00:02:20,931 And we do nearly a billion dollars 61 00:02:20,965 --> 00:02:22,137 in revenue a year. 62 00:02:25,379 --> 00:02:28,482 - Bowlmor Lanes was openedin 1938 in New York City 63 00:02:28,517 --> 00:02:30,689 in the heart of Union Square. 64 00:02:30,724 --> 00:02:33,137 We acquired it in 1997. 65 00:02:33,172 --> 00:02:35,965 But we didn't stop with just our Bowlmor locations. 66 00:02:36,000 --> 00:02:38,827 When AMF, the world's biggest bowling center operator 67 00:02:38,862 --> 00:02:41,241 went bankrupt in 2012, 68 00:02:41,275 --> 00:02:43,344 we grabbed the opportunity. 69 00:02:43,379 --> 00:02:46,034 announcer: Overnight, Bowlero went from five centers 70 00:02:46,068 --> 00:02:48,310 to 272. 71 00:02:48,344 --> 00:02:50,965 And now, they operate over 300 bowling centers 72 00:02:51,000 --> 00:02:54,000 in the US, Mexico, and Canada. 73 00:02:57,103 --> 00:02:59,034 - By the '80s, bowling had its heyday 74 00:02:59,068 --> 00:03:02,068 and was failing to attract younger players. 75 00:03:02,103 --> 00:03:04,724 Our mission has been to reverse the downward trend 76 00:03:04,758 --> 00:03:07,034 and create a larger customer base. 77 00:03:07,068 --> 00:03:09,344 In order to keep thesebowling centers in business, 78 00:03:09,379 --> 00:03:10,551 we have to modernize. 79 00:03:12,379 --> 00:03:14,551 We've completely revolutionized the modern 80 00:03:14,586 --> 00:03:16,206 bowling experience. 81 00:03:16,241 --> 00:03:17,586 Now you can havegreat food and drink. 82 00:03:17,620 --> 00:03:18,862 You have an awesome server 83 00:03:18,896 --> 00:03:20,482 who's bringing you tons of attention. 84 00:03:20,517 --> 00:03:22,931 We've been installing arcades and amusement at centers 85 00:03:22,965 --> 00:03:24,793 across the countries that our guests 86 00:03:24,827 --> 00:03:26,724 have more to choose from. 87 00:03:26,758 --> 00:03:28,862 We've gone and have madea lot of changes. 88 00:03:28,896 --> 00:03:30,068 However, that does mean 89 00:03:30,103 --> 00:03:31,724 sometimes we're moving out leads 90 00:03:31,758 --> 00:03:33,137 or we're opening at different hours. 91 00:03:33,172 --> 00:03:35,241 So, it's not always easy. 92 00:03:35,275 --> 00:03:36,482 Change is hard. 93 00:03:38,275 --> 00:03:41,103 As a chief customer officer, it's my responsibility 94 00:03:41,137 --> 00:03:42,827 to make sure that our customers are happy. 95 00:03:42,862 --> 00:03:45,827 I've created every elementof the Bowlero brand 96 00:03:45,862 --> 00:03:48,758 from the look and feel to the center experience. 97 00:03:48,793 --> 00:03:50,620 This brand is so close to me. 98 00:03:50,655 --> 00:03:53,310 I take it all very personally. 99 00:03:53,344 --> 00:03:56,551 I've been with Bowlero for about 12 years now. 100 00:03:56,586 --> 00:03:58,827 I started out as a marketing coordinator. 101 00:03:58,862 --> 00:04:02,000 And five promotions later, I made it to this position. 102 00:04:02,034 --> 00:04:03,827 Being a top-level executive in a sports 103 00:04:03,862 --> 00:04:06,034 and entertainment brand is often a challenge. 104 00:04:06,068 --> 00:04:08,482 It's lonely at the top, but it's even lonelier 105 00:04:08,517 --> 00:04:09,896 as a woman. 106 00:04:11,724 --> 00:04:14,655 I've been focused on my career for the past decade. 107 00:04:14,689 --> 00:04:18,000 Everything's changed since I've had a daughter. 108 00:04:18,034 --> 00:04:22,000 Being away from my familyis going to be the hardest part. 109 00:04:22,034 --> 00:04:23,068 But I'm ready to do it 110 00:04:23,103 --> 00:04:24,482 because this isa big opportunity 111 00:04:24,517 --> 00:04:27,241 for our company and for me. 112 00:04:29,103 --> 00:04:31,068 - Colie, how are you feeling about doing all this? 113 00:04:31,103 --> 00:04:32,172 - I'm excited. 114 00:04:32,206 --> 00:04:33,586 I'm a little nervous. 115 00:04:33,620 --> 00:04:35,310 - What do you think your biggest challenge will be? 116 00:04:35,344 --> 00:04:36,724 - I'm definitely gonna miss Winnie. 117 00:04:36,758 --> 00:04:37,965 - I bet. 118 00:04:38,000 --> 00:04:40,000 - My cover story is thatmy name is Michelle. 119 00:04:40,034 --> 00:04:43,103 Michelle recently losther job as a court reporter. 120 00:04:43,137 --> 00:04:45,689 And now, I'm gonna go trymy hands at my second career. 121 00:04:45,724 --> 00:04:47,655 - The persona has to be a little different, right? 122 00:04:47,689 --> 00:04:48,758 Laidback-- - Yeah. 123 00:04:48,793 --> 00:04:50,517 --or nervous maybe, which isn't you. 124 00:04:50,551 --> 00:04:52,241 - No.That's not me at all. 125 00:04:55,655 --> 00:04:57,655 - To keep this sportand recreation alive, 126 00:04:57,689 --> 00:04:59,758 we needed to modernize our centers. 127 00:04:59,793 --> 00:05:01,620 With the change we've made, it's not always been 128 00:05:01,655 --> 00:05:03,551 smooth sailing. So, it's my job 129 00:05:03,586 --> 00:05:05,034 to go undercover and make sure 130 00:05:05,068 --> 00:05:06,448 that the changes we've made 131 00:05:06,482 --> 00:05:09,172 are working at all of our centers nationwide. 132 00:05:12,000 --> 00:05:16,344 - Oh, my God. 133 00:05:23,862 --> 00:05:26,413 - Oh, my God. 134 00:05:26,448 --> 00:05:27,482 - Do you recognize that person, huh? 135 00:05:27,517 --> 00:05:28,862 - Hey, honey. 136 00:05:28,896 --> 00:05:30,482 - So, oh, my God. 137 00:05:30,517 --> 00:05:31,931 - This is Michelle. 138 00:05:31,965 --> 00:05:33,034 - Very cool. 139 00:05:33,068 --> 00:05:34,103 - No, it's not. 140 00:05:36,758 --> 00:05:38,724 - While undercover, my employees will be tricked 141 00:05:38,758 --> 00:05:41,413 into thinking I'm a geeky ex-court reporter 142 00:05:41,448 --> 00:05:43,206 who's looking for a new job all filmed 143 00:05:43,241 --> 00:05:46,275 for a documentary about second careers. 144 00:05:46,310 --> 00:05:47,965 It's okay, sweetie. I'll be back. 145 00:05:56,620 --> 00:05:58,241 So, we're here in Fair Lawn, 146 00:05:58,275 --> 00:06:00,310 which is in my home state of New Jersey. 147 00:06:00,344 --> 00:06:03,827 We converted the center about a year and a half ago. 148 00:06:03,862 --> 00:06:06,034 So, it's the perfect time to go undercover 149 00:06:06,068 --> 00:06:07,931 and see if our million dollar renovation 150 00:06:07,965 --> 00:06:10,206 is actually paying off. 151 00:06:10,241 --> 00:06:11,862 I'm looking for someone named Daniel. 152 00:06:11,896 --> 00:06:14,034 He's an operations manager. 153 00:06:14,068 --> 00:06:16,034 Their job is to deal with customers and be on hand 154 00:06:16,068 --> 00:06:18,068 to cover various roles in the center. 155 00:06:18,103 --> 00:06:20,896 This is the best way for me to see everything. 156 00:06:20,931 --> 00:06:22,137 Daniel? 157 00:06:22,172 --> 00:06:23,206 - Yes. - Hi. 158 00:06:23,241 --> 00:06:24,517 - Hello. - I'm Michelle. 159 00:06:24,551 --> 00:06:25,586 - Oh, Michelle. Amazing. 160 00:06:25,620 --> 00:06:26,758 Nice to meet you. - How are you? 161 00:06:26,793 --> 00:06:28,000 - I'm expecting you today. - Oh, yeah. 162 00:06:28,034 --> 00:06:30,275 I'm interested for my second career 163 00:06:30,310 --> 00:06:31,965 in learning about what you do. 164 00:06:32,000 --> 00:06:33,241 - This is right now, it's basically throwing out 165 00:06:33,275 --> 00:06:35,689 the garbage. 166 00:06:35,724 --> 00:06:37,896 - So, this is your jobto do the garbage? 167 00:06:37,931 --> 00:06:39,448 - We have a porter that does it. 168 00:06:39,482 --> 00:06:40,862 - Uh-huh. - Right now, 169 00:06:40,896 --> 00:06:43,137 we don't have one on staff, so--especially as a manager, 170 00:06:43,172 --> 00:06:44,379 you know, you wanna set the example 171 00:06:44,413 --> 00:06:46,034 that you're not afraid to do it yourself. 172 00:06:46,068 --> 00:06:47,275 So, wanna help me? 173 00:06:47,310 --> 00:06:48,517 - Yes, I'll help you. - Sure. All right, cool. 174 00:06:48,551 --> 00:06:49,931 You take this one, and I'll grab this one. 175 00:06:49,965 --> 00:06:52,137 - All right. This one goes right in here? 176 00:06:52,172 --> 00:06:53,965 - Yes. Sure it does. - Oh, jeez. 177 00:06:54,000 --> 00:06:56,344 I did not think I was going to start by having 178 00:06:56,379 --> 00:06:57,862 to do the garbage cans. 179 00:06:57,896 --> 00:06:59,448 I think my mom will be really proud 180 00:06:59,482 --> 00:07:01,206 because I didn't do that a lot growing up. 181 00:07:01,241 --> 00:07:03,965 But Daniel seems, like, down for anything. 182 00:07:04,000 --> 00:07:05,482 - There you go. Awesome. 183 00:07:07,034 --> 00:07:10,344 - So, the bowling alleyis not open right now? 184 00:07:10,379 --> 00:07:11,965 - It's open, you know. 185 00:07:12,000 --> 00:07:14,551 So now, we are gonna workthe front desk. 186 00:07:15,517 --> 00:07:17,758 So basically how it works iswe have two different systems. 187 00:07:17,793 --> 00:07:21,931 This here is pixeland then this here is vector. 188 00:07:21,965 --> 00:07:23,206 Whatever you do here, 189 00:07:23,241 --> 00:07:24,965 you're gonna transfer overto your vectors here. 190 00:07:25,000 --> 00:07:26,137 I know it soundsa little bit confusing, 191 00:07:26,172 --> 00:07:27,517 but you just wanna make sure you're matching 192 00:07:27,551 --> 00:07:29,620 whatever it says there, with whatever it says here. 193 00:07:29,655 --> 00:07:31,241 -So, pixel is for taking money 194 00:07:31,275 --> 00:07:32,896 and vector is for booking lanes? 195 00:07:32,931 --> 00:07:35,068 - Yeah. - That's confusing. 196 00:07:35,103 --> 00:07:36,275 - What's going on, guys? How are you doing today? 197 00:07:36,310 --> 00:07:37,241 - Good.How are you? 198 00:07:37,275 --> 00:07:38,379 - Awesome. I'm doing great. 199 00:07:38,413 --> 00:07:39,517 So tonight, we got a special going on. 200 00:07:39,551 --> 00:07:41,275 It's 14.19 per person. 201 00:07:41,310 --> 00:07:43,482 So you can get unlimited games until we close. 202 00:07:43,517 --> 00:07:44,586 And you save money, 203 00:07:44,620 --> 00:07:45,896 you can go spend to the snack bar, 204 00:07:45,931 --> 00:07:47,000 you can go spend in the arcade. 205 00:07:47,034 --> 00:07:49,310 I'm gonna set you guys up over on 17. 206 00:07:49,344 --> 00:07:50,793 You guys have a great time. 207 00:07:50,827 --> 00:07:52,103 - I have never stood behind the front desk before. 208 00:07:52,137 --> 00:07:54,827 I've never really seen the point of sale in action. 209 00:07:54,862 --> 00:07:56,172 - You highlightwhatever lane you wanna use 210 00:07:56,206 --> 00:08:00,034 and you have your shoe pricedown here which is $5.84. 211 00:08:01,068 --> 00:08:03,551 - Then, it was my turn. 212 00:08:03,586 --> 00:08:05,379 Hi, welcome to Bowlero. - What's up, guys? 213 00:08:05,413 --> 00:08:06,517 - You guys looking to bowl tonight? 214 00:08:06,551 --> 00:08:07,862 - Yes. - Okay. Great. 215 00:08:07,896 --> 00:08:09,758 Would you like to do the Wednesday Night 216 00:08:09,793 --> 00:08:11,034 Unlimited All You Can Bowl? 217 00:08:11,068 --> 00:08:12,413 - Sure. - That's fine. 218 00:08:12,448 --> 00:08:14,000 - So, this won't be charged. 219 00:08:14,034 --> 00:08:16,034 - This one they're paying up front 'cause it's... 220 00:08:16,068 --> 00:08:17,379 - Oh, right. - The upfront bowl. 221 00:08:17,413 --> 00:08:19,241 - Okay. That's confusing. 222 00:08:19,275 --> 00:08:20,827 So, they're paying for it all right now? 223 00:08:20,862 --> 00:08:22,517 - Paying for it all right now. - So, that's a lie. 224 00:08:22,551 --> 00:08:23,827 I am gonna charge this card. 225 00:08:25,758 --> 00:08:27,310 Is this your first time here? - Yes. 226 00:08:27,344 --> 00:08:29,206 - Mine, too. - But where do you go here? 227 00:08:33,482 --> 00:08:34,896 There you go,but don't forget. 228 00:08:34,931 --> 00:08:37,724 You have to come over here and turn this one on. 229 00:08:37,758 --> 00:08:40,655 - Operating two terminals slows down the service. 230 00:08:40,689 --> 00:08:43,620 It's a little nerve-racking 'cause there are two systems. 231 00:08:43,655 --> 00:08:45,586 - Michelle definitely struggled to realize 232 00:08:45,620 --> 00:08:48,068 that we did have two different computer systems. 233 00:08:48,103 --> 00:08:51,689 - And we're gonna set them up on lane 17. 234 00:08:51,724 --> 00:08:54,241 So, let me just get that set up for you. 235 00:08:54,275 --> 00:08:55,965 - Okay, so there is some buttons 236 00:08:56,000 --> 00:08:58,068 that are very differentand they'll match their name. 237 00:08:58,103 --> 00:08:59,413 - That's confusing. 238 00:08:59,448 --> 00:09:00,758 - System could be easier to use, yes. 239 00:09:00,793 --> 00:09:03,551 - I saw a lot of outdated information 240 00:09:03,586 --> 00:09:05,965 in the system. 241 00:09:06,000 --> 00:09:07,586 I thought the customers were going to walk out. 242 00:09:07,620 --> 00:09:09,103 I came here to find out 243 00:09:09,137 --> 00:09:11,137 how our million-dollar renovation is working, 244 00:09:11,172 --> 00:09:12,896 but I'm discovering we're being let down 245 00:09:12,931 --> 00:09:14,793 by an outdated booking system. 246 00:09:14,827 --> 00:09:18,206 And...pay later. 247 00:09:23,965 --> 00:09:25,655 announcer: Coming up... 248 00:09:25,689 --> 00:09:26,724 - They're waiting for their food. 249 00:09:26,758 --> 00:09:28,034 They're getting anxious. 250 00:09:28,068 --> 00:09:29,413 announcer: Colie is out of her depth. 251 00:09:31,000 --> 00:09:33,896 announcer: And fine standards are not up to scratch. 252 00:09:33,931 --> 00:09:35,172 - I mean, the 6:00, you shouldn't have a problem. 253 00:09:35,206 --> 00:09:36,344 You could just come in. 254 00:09:36,379 --> 00:09:38,379 - Natasha didn't follow a protocol, 255 00:09:38,413 --> 00:09:39,965 and that's not in our sales playbook. 256 00:09:52,586 --> 00:09:53,551 - That's confusing. 257 00:09:53,586 --> 00:09:55,275 - System could be easier to use, yes. 258 00:09:55,310 --> 00:09:57,482 - I'm undercover in one of our centers in New Jersey, 259 00:09:57,517 --> 00:10:00,379 and just a few hours into my job as manager, 260 00:10:00,413 --> 00:10:02,689 I am discovering that our outdated booking system 261 00:10:02,724 --> 00:10:04,068 is keeping our customers waiting. 262 00:10:05,620 --> 00:10:07,241 Okay. You guys can head over the lane 17. 263 00:10:07,275 --> 00:10:10,034 Have a great time. Thank you. 264 00:10:10,068 --> 00:10:11,103 - Good job. 265 00:10:11,137 --> 00:10:12,620 - That was a lot. 266 00:10:12,655 --> 00:10:14,241 - Hey, how's it going? - I'm at lane 14. 267 00:10:14,275 --> 00:10:16,620 The approach is reallyon a sticking side. 268 00:10:16,655 --> 00:10:17,724 Can we have somebodyclean it up? 269 00:10:17,758 --> 00:10:18,793 Clean up the floor? - Yeah. Of course. 270 00:10:18,827 --> 00:10:20,206 Be right there. - Thank you. 271 00:10:21,931 --> 00:10:23,551 - Clean up the spill right there and then, you know, 272 00:10:23,586 --> 00:10:24,620 just get out of the way. - Right here? 273 00:10:24,655 --> 00:10:25,931 - Yeah. 274 00:10:27,344 --> 00:10:28,551 - All right. Gentleman, you're all set. 275 00:10:28,586 --> 00:10:30,206 - Back to your game. Enjoy. 276 00:10:30,241 --> 00:10:31,931 Danny works incredible hard. 277 00:10:31,965 --> 00:10:33,689 He's not afraid to clean up a lane, 278 00:10:33,724 --> 00:10:34,724 empty the garbage, 279 00:10:34,758 --> 00:10:36,137 get behind the snack bar. 280 00:10:36,172 --> 00:10:37,517 - Let's see what we got. 281 00:10:37,551 --> 00:10:41,068 Grilled chicken sandwichand a super cheeseburger. 282 00:10:42,103 --> 00:10:43,344 - I've never made a cheeseburger. 283 00:10:43,379 --> 00:10:44,965 I've never used a flat top grill. 284 00:10:47,344 --> 00:10:48,793 - A minute and a half on each side. 285 00:10:48,827 --> 00:10:49,965 - Okay. Where is the timer? 286 00:10:50,000 --> 00:10:51,586 Is this the timer? 287 00:10:53,344 --> 00:10:54,620 - They're waiting for their food. 288 00:10:54,655 --> 00:10:56,379 They're getting anxious. - Where's the chicken? 289 00:10:56,413 --> 00:10:57,827 - Chicken's here. - Oh! 290 00:11:00,034 --> 00:11:02,034 That's not right. 291 00:11:03,724 --> 00:11:05,068 Don't worry, just hit the-- - Daniel! 292 00:11:05,103 --> 00:11:07,586 - Hit the button, press one, and you got the chicken 293 00:11:07,620 --> 00:11:08,655 behind you, you don't forget about it. 294 00:11:08,689 --> 00:11:10,137 - I'll tell you, I've never done anything 295 00:11:10,172 --> 00:11:11,517 like this before. 296 00:11:11,551 --> 00:11:14,206 - It's fun, though, isn't it? - It's a little chaotic. 297 00:11:14,241 --> 00:11:16,379 So far, what I'm seeingin the operations manager 298 00:11:16,413 --> 00:11:18,034 is you need to haveyour hands in everything. 299 00:11:18,068 --> 00:11:19,758 Danny, he puts the company first. 300 00:11:19,793 --> 00:11:21,379 He puts his customers first. 301 00:11:24,310 --> 00:11:27,379 - You can tell how much he cares about his guests. 302 00:11:27,413 --> 00:11:29,068 You must be exhausted. - I am. 303 00:11:29,103 --> 00:11:30,827 But I'm used to this. 304 00:11:31,965 --> 00:11:33,551 - If I was to do this job, what would I need 305 00:11:33,586 --> 00:11:34,931 to make it a little bit easier? 306 00:11:34,965 --> 00:11:37,551 - Honestly, just beingambitious and willing to thrive 307 00:11:37,586 --> 00:11:40,034 in every aspectin this company, you know? 308 00:11:40,068 --> 00:11:41,379 - Sounds like you're doing it all. 309 00:11:41,413 --> 00:11:43,206 - I love to get insightfrom the higher up people 310 00:11:43,241 --> 00:11:45,793 to see how they excelin their careers, you know? 311 00:11:45,827 --> 00:11:48,620 My goal is, you know, someday,I get all the way to the top. 312 00:11:48,655 --> 00:11:50,517 - When I hear him talk about where he can go 313 00:11:50,551 --> 00:11:51,793 within our organization, 314 00:11:51,827 --> 00:11:53,827 I think the future is really bright for him. 315 00:11:53,862 --> 00:11:55,172 - I'm actually gonna head to my father's house 316 00:11:55,206 --> 00:11:56,482 to drop off some groceries. 317 00:11:56,517 --> 00:11:57,965 You wanna come with me? - To your father's house? 318 00:11:58,000 --> 00:11:59,000 - Yeah. - Sure. Let's go. 319 00:11:59,034 --> 00:12:00,206 - Yeah. All right. Cool. 320 00:12:03,482 --> 00:12:04,758 - How old are you? 321 00:12:04,793 --> 00:12:06,827 - I just turned 22 about a week ago actually, so-- 322 00:12:06,862 --> 00:12:08,034 - Oh, happy birthday. 323 00:12:09,241 --> 00:12:10,275 - Hey, Danny. - Welcome, Michelle. 324 00:12:10,310 --> 00:12:11,482 Michelle, this is my dad. 325 00:12:11,517 --> 00:12:12,551 - Nice to meet you. - Nice to meet you. 326 00:12:12,586 --> 00:12:13,931 How are you? - I like your shirt. 327 00:12:13,965 --> 00:12:15,275 - Yeah.It looks familiar, right? 328 00:12:20,793 --> 00:12:23,620 - I saw that you brought your dad home groceries. 329 00:12:23,655 --> 00:12:24,931 - Whenever I have theopportunity to help him, 330 00:12:24,965 --> 00:12:26,517 you know, I'll do itfor him if I can. 331 00:12:26,551 --> 00:12:28,448 - So you're not working anymore? 332 00:12:28,482 --> 00:12:31,034 - No, I'm disabled due to a stroke I had in 2011. 333 00:12:31,068 --> 00:12:33,620 - Oh, wow. 334 00:12:33,655 --> 00:12:35,655 - That's why you'll see I had a craniotomy here. 335 00:12:35,689 --> 00:12:37,137 They had to relieve part of my-- 336 00:12:37,172 --> 00:12:39,724 part of my skull to relieve the pressure on my brain. 337 00:12:39,758 --> 00:12:43,413 When that happened, he was here from day one. 338 00:12:43,448 --> 00:12:44,758 - Wow. 339 00:12:44,793 --> 00:12:45,965 - But, you know, obviously, 340 00:12:46,000 --> 00:12:47,379 I'm always gonna be thereto help him, you know? 341 00:12:47,413 --> 00:12:48,448 It's, like, your parent. 342 00:12:48,482 --> 00:12:49,965 Like, I feel likea parent to my father 343 00:12:50,000 --> 00:12:52,344 even though he's my parentat the same time. 344 00:12:52,379 --> 00:12:55,310 - So, Danny, what are the plans for the future? 345 00:12:55,344 --> 00:12:57,000 - My biggest goal right now 346 00:12:57,034 --> 00:13:01,620 is to own my very own houseby the age 25. 347 00:13:01,655 --> 00:13:04,413 I know it's a early age,but I think 348 00:13:04,448 --> 00:13:06,724 I have the capabilityof doing it. 349 00:13:06,758 --> 00:13:08,310 And I told my dad,I was like, "Hey, man, 350 00:13:08,344 --> 00:13:10,310 I'mma get my house and,hey, you get your own room." 351 00:13:10,344 --> 00:13:11,793 - Yeah. - I'd be super happy. 352 00:13:11,827 --> 00:13:13,206 That would be amazing. 353 00:13:13,241 --> 00:13:16,482 - Well, it's been really nice to meet you, Mr. Gomez. 354 00:13:16,517 --> 00:13:17,862 - It was a pleasure to meet you, too. 355 00:13:17,896 --> 00:13:19,689 And I wish you nothing but the best in the world. 356 00:13:19,724 --> 00:13:21,448 - All right, Dad. 357 00:13:21,482 --> 00:13:23,896 - I was pretty taken aback to see the level of care 358 00:13:23,931 --> 00:13:26,310 that Danny had to provide for his father. 359 00:13:26,344 --> 00:13:27,965 It makes it a little bit more clear 360 00:13:28,000 --> 00:13:29,344 why he has so much drive. 361 00:13:29,379 --> 00:13:30,896 Why he has so much ambition. 362 00:13:30,931 --> 00:13:33,137 And why he works so hard to be so successful 363 00:13:33,172 --> 00:13:34,310 at his job at Bowlero. 364 00:13:43,034 --> 00:13:44,724 Today, we're at Bowlero Milford. 365 00:13:44,758 --> 00:13:46,310 It's one of our big league houses 366 00:13:46,344 --> 00:13:48,379 that recently received a renovation. 367 00:13:48,413 --> 00:13:50,655 Before we renovated, this place was focused 368 00:13:50,689 --> 00:13:53,241 on league bowling and was not generating 369 00:13:53,275 --> 00:13:55,379 as much profit as it could. 370 00:13:55,413 --> 00:13:57,172 In addition to arcades, a big part of our growth 371 00:13:57,206 --> 00:13:58,586 is events. 372 00:13:58,620 --> 00:14:00,551 Today I'm going to be working with Natasha. 373 00:14:00,586 --> 00:14:03,172 She's one of our events associates. 374 00:14:03,206 --> 00:14:05,551 We do over $100 million a year in events 375 00:14:05,586 --> 00:14:07,655 and it's an area we're really looking to grow. 376 00:14:07,689 --> 00:14:09,965 So it's essential we get them right. 377 00:14:10,000 --> 00:14:11,034 Hi, are you Natasha? 378 00:14:11,068 --> 00:14:12,241 - I am.Hello. 379 00:14:12,275 --> 00:14:13,310 - Hi. - Hi. 380 00:14:13,344 --> 00:14:14,862 - I'm Michelle. I'm interested 381 00:14:14,896 --> 00:14:16,482 for my second career in learning 382 00:14:16,517 --> 00:14:17,724 about what you do. 383 00:14:17,758 --> 00:14:19,275 - So here at Bowlero, I'm an event host. 384 00:14:19,310 --> 00:14:20,344 - Okay. - And I'm gonna show you 385 00:14:20,379 --> 00:14:22,344 how to run a party, but first, 386 00:14:22,379 --> 00:14:23,413 you gotta be part of the team 387 00:14:23,448 --> 00:14:24,482 and wear your Bowlero shirt. 388 00:14:24,517 --> 00:14:25,551 - Okay. 389 00:14:27,689 --> 00:14:29,275 - Okay. - So I just had a party leave. 390 00:14:29,310 --> 00:14:31,413 So I have whole bunch of shoes and we have to put all 391 00:14:31,448 --> 00:14:32,896 these shoes back in a timely manner 392 00:14:32,931 --> 00:14:34,586 because we're gonna have another crowd coming. 393 00:14:34,620 --> 00:14:36,000 - Right. - So here's a spray 394 00:14:36,034 --> 00:14:39,517 and just make sure you spray under here, underneath. 395 00:14:39,551 --> 00:14:42,344 And then you will place up and go here. 396 00:14:42,379 --> 00:14:43,827 - I was thrown into it right away doing 397 00:14:43,862 --> 00:14:45,241 the actual dirty work 398 00:14:45,275 --> 00:14:47,206 of working with dirty shoes and getting them clean. 399 00:14:47,241 --> 00:14:49,310 Bam, bam, bam, bam. 400 00:14:49,344 --> 00:14:50,931 Okay, how long have you been working here? 401 00:14:50,965 --> 00:14:52,068 - Hmm, four years. 402 00:14:52,103 --> 00:14:53,896 I started as the front desk. 403 00:14:53,931 --> 00:14:55,344 - Okay. - Then I became a server. 404 00:14:55,379 --> 00:14:56,862 - Okay. - And then I became 405 00:14:56,896 --> 00:14:58,034 the event host. - Oh, wow. 406 00:14:58,068 --> 00:14:59,379 Do you bowl? - I do. 407 00:14:59,413 --> 00:15:00,482 - You do? - Yes. 408 00:15:00,517 --> 00:15:01,931 - You a good bowler? - I'm all right. 409 00:15:03,620 --> 00:15:05,655 - Say, "Thank you for calling Bowlero." 410 00:15:05,689 --> 00:15:07,827 - Thank you for calling Bowlero.This is Michelle. 411 00:15:07,862 --> 00:15:09,586 How can I help you? 412 00:15:09,620 --> 00:15:11,551 Sure, let me put you on holdfor just one second, 413 00:15:11,586 --> 00:15:12,758 if that's okay. 414 00:15:12,793 --> 00:15:13,862 I found out that the person on the line 415 00:15:13,896 --> 00:15:15,068 wanted to make a reservation. 416 00:15:15,103 --> 00:15:16,896 And I didn't wanna mess it up. 417 00:15:16,931 --> 00:15:18,068 I wanted to make sure it was transferred 418 00:15:18,103 --> 00:15:19,241 to our event sales team 419 00:15:19,275 --> 00:15:20,862 so we didn't lose the business. 420 00:15:20,896 --> 00:15:21,862 Can you do it? I don't wanna mess up. 421 00:15:21,896 --> 00:15:22,931 - All right. Sure. 422 00:15:22,965 --> 00:15:24,655 I mean, the 6:00, you should be-- 423 00:15:24,689 --> 00:15:26,689 you shouldn't have a problem. You could just come in. 424 00:15:26,724 --> 00:15:27,896 You'll be fine. 425 00:15:27,931 --> 00:15:28,965 Okay? 426 00:15:30,793 --> 00:15:31,965 We have strict guidelines 427 00:15:32,000 --> 00:15:33,137 for how we handle event bookings. 428 00:15:33,172 --> 00:15:34,793 And Natasha didn't follow protocol. 429 00:15:34,827 --> 00:15:37,241 And that's not in our sales playbook. 430 00:15:37,275 --> 00:15:38,206 announcer: Coming up... 431 00:15:38,241 --> 00:15:40,000 Colie's changes are causing criticism. 432 00:15:40,034 --> 00:15:41,620 - They took, like, six lanes off 433 00:15:41,655 --> 00:15:42,689 to have that arcade in there. 434 00:15:42,724 --> 00:15:45,241 announcer: And she faces up to her fears. 435 00:15:45,275 --> 00:15:46,758 - I'm very scared. 436 00:15:46,793 --> 00:15:48,068 - There have been several people that have died 437 00:15:48,103 --> 00:15:49,965 from this machine. 438 00:16:00,310 --> 00:16:01,689 - Can you do it? I don't wanna mess up. 439 00:16:01,724 --> 00:16:02,931 - All right. Sure. 440 00:16:02,965 --> 00:16:04,413 I mean, the 6:00, you should be-- 441 00:16:04,448 --> 00:16:06,793 you shouldn't have a problem. You could just come in. 442 00:16:06,827 --> 00:16:10,275 - It's my second job undercover in my own company. 443 00:16:10,310 --> 00:16:12,241 And I've already found out that our sales procedures 444 00:16:12,275 --> 00:16:14,413 are not being followed. 445 00:16:14,448 --> 00:16:15,482 - Okay? 446 00:16:17,241 --> 00:16:18,862 - You're welcome. Bye. 447 00:16:20,344 --> 00:16:22,379 - Unfortunately,Natasha didn't follow protocol. 448 00:16:22,413 --> 00:16:23,689 So what happened there? 449 00:16:23,724 --> 00:16:25,517 - I told her justto come in and, you know... 450 00:16:25,551 --> 00:16:26,517 - Got it. Got it. 451 00:16:26,551 --> 00:16:27,827 Instead of transferring it, 452 00:16:27,862 --> 00:16:29,724 she just informed the gueststhat they should walk in. 453 00:16:29,758 --> 00:16:31,551 That means we've just lost the opportunity 454 00:16:31,586 --> 00:16:33,103 to make a prepaid event sale. 455 00:16:33,137 --> 00:16:34,793 And that's notin our sales playbook. 456 00:16:34,827 --> 00:16:37,413 So today, which partyare we gonna be working? 457 00:16:37,448 --> 00:16:38,586 - Kids party. 458 00:16:38,620 --> 00:16:40,034 - Is there gonna be a lot to set up for it? 459 00:16:40,068 --> 00:16:41,172 - Yes. A lot. 460 00:16:44,586 --> 00:16:46,034 - I walked into the back room. 461 00:16:46,068 --> 00:16:47,275 Right away, I could tell that things 462 00:16:47,310 --> 00:16:48,689 were not the way they're supposed to be 463 00:16:48,724 --> 00:16:50,275 and not how we designed themin corporate. 464 00:16:50,310 --> 00:16:52,172 Wow, there's a lot of stuff back here. 465 00:16:52,206 --> 00:16:53,379 - It was really disappointing 466 00:16:53,413 --> 00:16:54,758 to see the decorations like that. 467 00:16:54,793 --> 00:16:56,551 They were completely unorganized, 468 00:16:56,586 --> 00:16:59,000 not labeled, broken. 469 00:16:59,034 --> 00:17:00,931 Can I use it? Oh, no, no batteries. 470 00:17:01,896 --> 00:17:04,206 Maybe you wanna use thischeese pizza sign? 471 00:17:04,241 --> 00:17:05,275 - No, don't use that.It's broken. 472 00:17:05,310 --> 00:17:07,034 - Okay. It's broken. 473 00:17:07,068 --> 00:17:08,862 I don't know if this centerunderstands the importance 474 00:17:08,896 --> 00:17:11,827 of events and executing themat the highest level. 475 00:17:11,862 --> 00:17:13,655 Okay, I think we got enough stuff, right? 476 00:17:13,689 --> 00:17:14,758 - Yeah. Let's go. 477 00:17:17,517 --> 00:17:19,758 - All right, so I need this party set up, okay? 478 00:17:19,793 --> 00:17:21,758 You got this. - Okay, here we go. 479 00:17:21,793 --> 00:17:23,137 Now, where do I decorate it? 480 00:17:23,172 --> 00:17:24,448 See, I feel like I don't even know 481 00:17:24,482 --> 00:17:25,724 'cause there's no instructions. 482 00:17:25,758 --> 00:17:27,655 - Well, you just make it your own. 483 00:17:27,689 --> 00:17:28,896 - Of course I know how the setup 484 00:17:28,931 --> 00:17:29,965 is supposed to look. 485 00:17:30,000 --> 00:17:31,620 What about I switch it? 486 00:17:31,655 --> 00:17:33,034 - Oh, the plates gotta go there. 487 00:17:33,068 --> 00:17:34,275 - The plates have to go there, okay. 488 00:17:34,310 --> 00:17:36,517 We've created a planogramto make it super simple 489 00:17:36,551 --> 00:17:38,172 for every single employee. 490 00:17:38,206 --> 00:17:40,172 And it's clear that's not being followed here. 491 00:17:40,206 --> 00:17:41,448 How's that? 492 00:17:41,482 --> 00:17:43,655 - Um, that was a good try. 493 00:17:43,689 --> 00:17:45,620 I'm sorry, but I'll helpyou out a little bit 494 00:17:45,655 --> 00:17:46,620 so we could fix it up. 495 00:17:46,655 --> 00:17:48,034 - All right. Thanks. 496 00:17:48,068 --> 00:17:49,482 We were running out of time, so in the end, 497 00:17:49,517 --> 00:17:51,724 I'm glad that Natasha was able to fix things up, 498 00:17:51,758 --> 00:17:53,241 get everything settled, 499 00:17:53,275 --> 00:17:54,275 and get it ready for the party guest. 500 00:17:54,310 --> 00:17:56,965 - And boom. Perfect. 501 00:18:05,482 --> 00:18:06,965 - I really like to bowl, 502 00:18:07,000 --> 00:18:08,344 so I wanted to join the league. 503 00:18:08,379 --> 00:18:09,931 - Would you like to bowl with some of my league bowlers? 504 00:18:09,965 --> 00:18:12,000 - I'll give it a try. - All right, let's go. 505 00:18:12,034 --> 00:18:13,482 - League bowling has always been 506 00:18:13,517 --> 00:18:14,896 a big part of our business 507 00:18:14,931 --> 00:18:17,896 as it provides regular repeat customers. 508 00:18:17,931 --> 00:18:19,758 As Natasha's league members were in the center, 509 00:18:19,793 --> 00:18:21,689 we dropped in to say hi. 510 00:18:21,724 --> 00:18:23,793 This is a great opportunity to hear firsthand 511 00:18:23,827 --> 00:18:25,482 from the league bowlers what's working, 512 00:18:25,517 --> 00:18:27,620 what's not working, and what we maybe need to change. 513 00:18:27,655 --> 00:18:28,965 - Hi, Natasha. - Hey. 514 00:18:29,000 --> 00:18:30,137 What's up?This is Michelle. 515 00:18:30,172 --> 00:18:31,689 - Hi. I'm Michelle. - Hi, John. 516 00:18:31,724 --> 00:18:33,758 Nice to meet you. 517 00:18:33,793 --> 00:18:35,068 - I wanna see this girl bowl. 518 00:18:39,965 --> 00:18:42,310 I notice right away Natasha really came alive 519 00:18:42,344 --> 00:18:44,172 once she started bowling. 520 00:18:49,655 --> 00:18:51,275 Trainer. 521 00:18:51,310 --> 00:18:53,862 - So, this centerchanged a lot recently. 522 00:18:53,896 --> 00:18:56,034 So what happened? - Yeah. 523 00:18:56,068 --> 00:18:57,689 It used to be nothing but lanes. 524 00:18:57,724 --> 00:18:58,827 - Okay. - Like, bowling lanes. 525 00:18:58,862 --> 00:19:00,379 But they took, like, six lanes out 526 00:19:00,413 --> 00:19:01,517 to have that arcade in here. 527 00:19:03,103 --> 00:19:05,137 - Something tells me you don't like the arcade. 528 00:19:05,172 --> 00:19:06,931 - I mean, at first it was a little bit of a shock. 529 00:19:06,965 --> 00:19:09,103 It's like I didn't know how to react to it right away. 530 00:19:09,137 --> 00:19:11,758 - I really didn't like thembecause it's a big distraction. 531 00:19:11,793 --> 00:19:14,448 So I'm not very keenon having the arcade there. 532 00:19:14,482 --> 00:19:16,344 - In order for this center to stay in business, 533 00:19:16,379 --> 00:19:17,827 we need to be profitable. 534 00:19:17,862 --> 00:19:21,448 The arcade brings in more families who wanna bowl. 535 00:19:21,482 --> 00:19:23,655 It's not good that Natasha doesn't like the changes 536 00:19:23,689 --> 00:19:26,379 we've made or understand why they were necessary. 537 00:19:26,413 --> 00:19:27,793 Thank you, guys, so much. 538 00:19:27,827 --> 00:19:29,517 Thanks, guys. - Bye. 539 00:19:29,551 --> 00:19:30,896 - It was good to see the front lines 540 00:19:30,931 --> 00:19:33,103 of how our employees and our customers feel 541 00:19:33,137 --> 00:19:34,586 about the changes we've made. 542 00:19:34,620 --> 00:19:37,068 And I realize it's important to strike a balance 543 00:19:37,103 --> 00:19:39,275 and make sure our employees are on board 544 00:19:39,310 --> 00:19:40,827 with our improvements. 545 00:19:40,862 --> 00:19:41,931 Well, I had a great day with you. 546 00:19:41,965 --> 00:19:43,448 You have taught me so much. 547 00:19:43,482 --> 00:19:45,413 Thanks so much. - Oh. 548 00:19:49,379 --> 00:19:51,172 - At Bowlero, bowling is still the biggest draw. 549 00:19:51,206 --> 00:19:53,206 So the bowling experience 550 00:19:53,241 --> 00:19:56,206 has to always be at the core of everything we do. 551 00:19:57,793 --> 00:19:58,931 If the guest is getting frustrated that 552 00:19:58,965 --> 00:20:00,620 their ball's not being returned in time 553 00:20:00,655 --> 00:20:03,137 or the lanes are breaking, they're not going to return. 554 00:20:03,172 --> 00:20:04,965 And we could see a loss of revenue. 555 00:20:05,000 --> 00:20:06,724 Today, I'm meeting with Jody. 556 00:20:06,758 --> 00:20:08,413 He's a facilities manager. 557 00:20:08,448 --> 00:20:10,310 He oversees all the mechanical operations 558 00:20:10,344 --> 00:20:11,551 in the center. 559 00:20:11,586 --> 00:20:13,413 I am stepping outside my comfort zone 560 00:20:13,448 --> 00:20:15,586 and getting my hands dirty. 561 00:20:15,620 --> 00:20:17,724 Are you Jody? - I am Jody. 562 00:20:17,758 --> 00:20:19,448 You must be Michelle. - I'm Michelle. 563 00:20:19,482 --> 00:20:22,448 - I understand you're looking into mechanics? 564 00:20:22,482 --> 00:20:24,068 - Yeah, for my second career, 565 00:20:24,103 --> 00:20:25,758 and learning about what you do. 566 00:20:25,793 --> 00:20:28,482 - Wow. She wants to work on machines? 567 00:20:28,517 --> 00:20:29,689 Wow. Okay. 568 00:20:29,724 --> 00:20:30,862 - So what do we have here? 569 00:20:30,896 --> 00:20:33,586 - Well, we've gota pin setter right here. 570 00:20:33,620 --> 00:20:37,034 And can be very dangerous. 571 00:20:37,068 --> 00:20:39,793 You've got belts, wheels. 572 00:20:39,827 --> 00:20:41,068 The moving parts 573 00:20:41,103 --> 00:20:43,620 is just what can really hurt you. 574 00:20:44,827 --> 00:20:46,551 - And have people been seriously injured 575 00:20:46,586 --> 00:20:47,172 from any of the machines? 576 00:20:47,206 --> 00:20:48,172 - Yes, yes. 577 00:20:48,206 --> 00:20:49,586 There have beenseveral people that have died 578 00:20:49,620 --> 00:20:51,689 from this machine. 579 00:20:51,724 --> 00:20:53,517 I mean, there's a lot of dangerous stuff in here, 580 00:20:53,551 --> 00:20:57,206 but if it's done correctly, you don't have a problem. 581 00:20:57,241 --> 00:20:59,310 - I'm personally very scared 582 00:20:59,344 --> 00:21:00,758 and don't really wanna get much closer 583 00:21:00,793 --> 00:21:02,137 to these machines than I have to. 584 00:21:02,172 --> 00:21:04,034 - What are some of the safety precautions 585 00:21:04,068 --> 00:21:05,310 we have to take? 586 00:21:05,344 --> 00:21:07,275 - You have to shut the power. 587 00:21:07,310 --> 00:21:09,241 You have to lock it out. 588 00:21:09,275 --> 00:21:10,655 - Okay. 589 00:21:10,689 --> 00:21:12,068 - Now we're goingto replace 590 00:21:12,103 --> 00:21:15,551 what's calleda cushion arms. 591 00:21:15,586 --> 00:21:17,344 This is the cushion right here. - Okay. 592 00:21:17,379 --> 00:21:20,000 - That's the 150 pounds of steel 593 00:21:20,034 --> 00:21:21,793 to stop bowling balls 594 00:21:21,827 --> 00:21:23,482 from coming all the way through the back. 595 00:21:23,517 --> 00:21:24,655 - Got it. - And you're going 596 00:21:24,689 --> 00:21:26,517 to be replacing them. 597 00:21:26,551 --> 00:21:27,758 - Me? - Sure. 598 00:21:27,793 --> 00:21:28,793 - Oh, it's dirty. 599 00:21:28,827 --> 00:21:30,206 I feel like a fish out of water. 600 00:21:30,241 --> 00:21:31,275 It's very confusing. 601 00:21:31,310 --> 00:21:32,896 I'm not sure really how it all works. 602 00:21:32,931 --> 00:21:34,379 - I'm gonna get in. - Okay. 603 00:21:34,413 --> 00:21:37,241 - And you can reach through and loosen up the bolt. 604 00:21:39,862 --> 00:21:41,068 It ain't too bad. 605 00:21:41,103 --> 00:21:43,896 You know, at this... 606 00:21:43,931 --> 00:21:44,965 - Wow. 607 00:21:45,000 --> 00:21:46,758 You don't mind me asking how old are you? 608 00:21:46,793 --> 00:21:48,517 - Well, come January, 609 00:21:48,551 --> 00:21:50,172 I'll be 69. - Wow. 610 00:21:50,206 --> 00:21:52,862 It's awesome to see somebody who's in their 60s-- 611 00:21:52,896 --> 00:21:54,862 he's nimble, he gets right there in the machine, 612 00:21:54,896 --> 00:21:57,103 and he shows no fear. 613 00:21:57,137 --> 00:21:58,344 - Nothing to it. 614 00:21:58,379 --> 00:22:00,517 I'm gonna let you try to loosen this up. 615 00:22:00,551 --> 00:22:01,689 - Okay. Got it. 616 00:22:01,724 --> 00:22:02,931 - Just give her a pull up. 617 00:22:02,965 --> 00:22:04,379 - My first job was to loosen 618 00:22:04,413 --> 00:22:06,172 some of the nuts and bolts inside the machine. 619 00:22:06,206 --> 00:22:07,517 It's not the easiest working environment, 620 00:22:07,551 --> 00:22:08,758 it gets really hot in there, 621 00:22:08,793 --> 00:22:10,275 you need to put a lot of strength in. 622 00:22:10,310 --> 00:22:13,034 Oh, my God, what? 623 00:22:13,068 --> 00:22:14,103 - Okay. Yeah. 624 00:22:14,137 --> 00:22:16,068 - This is so hard. 625 00:22:17,241 --> 00:22:18,482 First impression, 626 00:22:18,517 --> 00:22:21,724 I don't think Michelle has what it takes 627 00:22:21,758 --> 00:22:23,413 to be a good mechanic. 628 00:22:23,448 --> 00:22:25,758 I'm sorry, I just don't think so. 629 00:22:25,793 --> 00:22:27,344 - My manicure is not loving this. 630 00:22:27,379 --> 00:22:28,448 - Yeah, right. 631 00:22:28,482 --> 00:22:29,551 Now what we're gonna do 632 00:22:29,586 --> 00:22:30,793 is we're gonna put on the new ones 633 00:22:30,827 --> 00:22:33,724 that are already rebuilt and ready to go on. 634 00:22:33,758 --> 00:22:35,275 I tell you what, I'll get in 635 00:22:35,310 --> 00:22:36,827 and I'll let you crawl in. 636 00:22:38,655 --> 00:22:40,724 - Jody thought that I was ready to get inside the machine. 637 00:22:40,758 --> 00:22:42,137 It was actually kinda scary. 638 00:22:42,172 --> 00:22:43,862 You want me to squeeze in there? 639 00:22:43,896 --> 00:22:44,965 - Yes, ma'am. 640 00:22:45,000 --> 00:22:46,344 - So it's totally safe to go in? 641 00:22:46,379 --> 00:22:48,551 - Yes, ma'am, becauseeverything is still locked out. 642 00:22:48,586 --> 00:22:50,482 I could tell that it scared her. 643 00:22:50,517 --> 00:22:54,034 And she had every right in the world to be concerned. 644 00:22:54,068 --> 00:22:55,103 There you go. 645 00:22:55,137 --> 00:22:57,275 Try head first and just crawl right in. 646 00:22:58,724 --> 00:23:00,103 Watch your head up over here. 647 00:23:00,137 --> 00:23:01,241 If it's done right, 648 00:23:01,275 --> 00:23:03,827 the machine won't bite you. 649 00:23:03,862 --> 00:23:05,000 There you go. - Got me, Jody? 650 00:23:05,034 --> 00:23:06,275 - There you go. - Taking care of me? 651 00:23:06,310 --> 00:23:08,241 - You're coming in fine. 652 00:23:08,275 --> 00:23:09,758 - Okay. - See how easy that was? 653 00:23:09,793 --> 00:23:11,137 - All right. 654 00:23:11,172 --> 00:23:13,103 - Now just down, huh. - Get this up in here, right? 655 00:23:13,137 --> 00:23:14,137 Okay. - Yes, ma'am. 656 00:23:14,172 --> 00:23:15,241 - Is that tight enough? - No. 657 00:23:15,275 --> 00:23:16,413 Well, a little bit more. 658 00:23:16,448 --> 00:23:17,931 But you got it around 659 00:23:17,965 --> 00:23:19,896 where it's supposed to go. 660 00:23:19,931 --> 00:23:21,793 - It's hot and dark inside the ball machine 661 00:23:21,827 --> 00:23:23,620 and the pieces are tiny that you're working with. 662 00:23:23,655 --> 00:23:25,344 I am sweating. 663 00:23:25,379 --> 00:23:27,448 Jody is super calm, totally collected, 664 00:23:27,482 --> 00:23:29,068 and walking me through the whole thing. 665 00:23:29,103 --> 00:23:30,655 Oh, yes. 666 00:23:30,689 --> 00:23:32,724 - Got it. You got it. 667 00:23:32,758 --> 00:23:34,068 See, you're getting very good at it. 668 00:23:34,103 --> 00:23:35,310 - Okay. 669 00:23:35,344 --> 00:23:37,655 This job is not for the weak by any means. 670 00:23:37,689 --> 00:23:38,827 You need to be really strong 671 00:23:38,862 --> 00:23:41,344 both physically and mentally, right? 672 00:23:41,379 --> 00:23:44,068 You're getting in there to a very dangerous situation. 673 00:23:44,103 --> 00:23:46,896 And you have to trust the people that you work with 674 00:23:46,931 --> 00:23:48,620 and the equipment that you're working on. 675 00:23:48,655 --> 00:23:51,137 I have a newfound appreciation for this side of the business. 676 00:23:51,172 --> 00:23:52,586 - I think you've done very well, 677 00:23:52,620 --> 00:23:54,793 work effort--watch it, there--okay. 678 00:23:54,827 --> 00:23:56,896 There you go. There--perfect. 679 00:23:56,931 --> 00:23:58,206 I can't do that. That's a... 680 00:23:58,241 --> 00:23:59,482 - Well, you're 69 years old. 681 00:23:59,517 --> 00:24:01,551 I'm impressed that you could do any of this. 682 00:24:01,586 --> 00:24:02,655 - You ready to take a break? 683 00:24:02,689 --> 00:24:04,068 - I think so. - Okay. 684 00:24:04,103 --> 00:24:05,206 We got chili. - Yeah. 685 00:24:07,275 --> 00:24:09,586 Hmm, this is delicious. 686 00:24:10,689 --> 00:24:11,724 All right. So, Jody, 687 00:24:11,758 --> 00:24:13,310 you've been working hereat Bowlero 688 00:24:13,344 --> 00:24:15,103 for four years now? 689 00:24:15,137 --> 00:24:16,206 - Four years. Yes. - Okay. 690 00:24:16,241 --> 00:24:17,586 What were you doing before that? 691 00:24:17,620 --> 00:24:18,689 - Concrete mostly. 692 00:24:18,724 --> 00:24:20,034 - Did you lose your job? 693 00:24:20,068 --> 00:24:21,413 - Did I do what? 694 00:24:21,448 --> 00:24:23,517 - Did you lose your jobdoing the concrete? 695 00:24:23,551 --> 00:24:24,931 - Oh, yes. You know, 696 00:24:24,965 --> 00:24:27,275 I think that's where my hearing started to go out. 697 00:24:27,310 --> 00:24:28,586 - You have hearingissues now? 698 00:24:28,620 --> 00:24:30,241 - Oh, yeah. Oh, yeah. 699 00:24:30,275 --> 00:24:33,482 What helps me is, is that I watch your lips. 700 00:24:33,517 --> 00:24:35,862 - Really? - Yeah, yeah. 701 00:24:35,896 --> 00:24:38,413 Even though I don't read lips real good... 702 00:24:38,448 --> 00:24:40,310 - Uh-huh. - The watching your lips 703 00:24:40,344 --> 00:24:43,172 and me hearing works together. 704 00:24:43,206 --> 00:24:45,586 - So, have you ever lookedinto getting your hearing fixed? 705 00:24:45,620 --> 00:24:47,034 - Oh, yeah. 706 00:24:47,068 --> 00:24:50,137 But I don't have the extra moneyto get the hearing aid. 707 00:24:50,172 --> 00:24:52,034 - I noticed Jody was a bit hard of hearing. 708 00:24:52,068 --> 00:24:54,931 Now understandinghis previous career in concrete, 709 00:24:54,965 --> 00:24:56,551 it's clear that that role 710 00:24:56,586 --> 00:24:57,896 took a toll on his health. 711 00:24:57,931 --> 00:25:00,172 Is it a challenge being at the bowling center 712 00:25:00,206 --> 00:25:02,379 when it's so loud? - Yeah. 713 00:25:02,413 --> 00:25:05,620 But I enjoy working on these machines. 714 00:25:05,655 --> 00:25:08,379 - Thank you, Jody.I had such a great day with you. 715 00:25:08,413 --> 00:25:09,620 - I'll tell you what, I enjoyed all-- 716 00:25:09,655 --> 00:25:11,137 every minute of it. - Oh. 717 00:25:11,172 --> 00:25:12,241 Well, good luck. 718 00:25:12,275 --> 00:25:13,482 - Thank you. Thank you. Thank you. 719 00:25:13,517 --> 00:25:15,103 And good luckwith what you decide to do. 720 00:25:15,137 --> 00:25:16,551 - Thank you. 721 00:25:16,586 --> 00:25:18,448 Jody is an awesome example of somebody 722 00:25:18,482 --> 00:25:22,103 who continues to work into his later years 723 00:25:22,137 --> 00:25:23,931 and has so much passion for what he's doing. 724 00:25:23,965 --> 00:25:25,241 That is the type of spirit 725 00:25:25,275 --> 00:25:27,793 that drives the culture of this organization. 726 00:25:27,827 --> 00:25:30,793 And we need more Jodys out there. 727 00:25:30,827 --> 00:25:32,034 announcer: Coming up, 728 00:25:32,068 --> 00:25:34,275 Colie's serving skills fall short. 729 00:25:34,310 --> 00:25:35,482 - What kind of wings are these? 730 00:25:35,517 --> 00:25:37,103 - Buffalo chicken wings. - Okay, 'cause I thought 731 00:25:37,137 --> 00:25:38,137 they came barbecue. 732 00:25:38,172 --> 00:25:39,482 I'm starving. - Okay. 733 00:25:39,517 --> 00:25:41,000 - And it's late. 734 00:25:41,034 --> 00:25:42,896 announcer: And she has to deal with some tough truths. 735 00:25:42,931 --> 00:25:44,793 - And me and Autumn had to go live in a shelter. 736 00:25:44,827 --> 00:25:45,931 - Oh, my God. 737 00:25:45,965 --> 00:25:47,275 I really didn't think 738 00:25:47,310 --> 00:25:49,344 that that existed in the-- in our company. 739 00:26:03,586 --> 00:26:05,758 - Today, I'm in Atlanta, Georgia, 740 00:26:05,793 --> 00:26:07,482 at a center that is achieving high sales 741 00:26:07,517 --> 00:26:09,448 in both food and drinks. 742 00:26:11,827 --> 00:26:13,344 - A key part of the Bowlero experience 743 00:26:13,379 --> 00:26:15,482 is our lane side food service. 744 00:26:15,517 --> 00:26:17,172 Working with my food and beverage team, 745 00:26:17,206 --> 00:26:20,172 I oversaw the drastic redesign of our menu offering 746 00:26:20,206 --> 00:26:22,517 and our lane side service experience. 747 00:26:22,551 --> 00:26:24,448 Today, I'm working with Hannah to see if this center 748 00:26:24,482 --> 00:26:25,896 is delivering the high standards 749 00:26:25,931 --> 00:26:28,034 I'm expecting. 750 00:26:28,068 --> 00:26:29,965 Hi, are you Hannah? - Yes, I am. 751 00:26:30,000 --> 00:26:31,034 - Hi. I'm Michelle. 752 00:26:31,068 --> 00:26:32,103 - Hi, Michelle,nice to meet you. 753 00:26:32,137 --> 00:26:33,551 - Nice to meet you. 754 00:26:33,586 --> 00:26:35,655 So, what exactly do you do here at Bowlero? 755 00:26:35,689 --> 00:26:37,241 - Well, I'm a lane server. 756 00:26:37,275 --> 00:26:38,793 I work herepart-time. 757 00:26:38,827 --> 00:26:42,068 And I'll show youhow I take orders. 758 00:26:42,103 --> 00:26:44,206 We have a service button here on the lane. 759 00:26:44,241 --> 00:26:45,827 Usually the guests, when they're ready, 760 00:26:45,862 --> 00:26:47,034 they press itand then we come 761 00:26:47,068 --> 00:26:48,275 and take their order. - Okay. 762 00:26:48,310 --> 00:26:49,724 - That soundtoo hard? 763 00:26:49,758 --> 00:26:51,862 - It sounds a little hard. I've never done that before. 764 00:26:51,896 --> 00:26:53,655 - All you have to dois put on your T-shirt 765 00:26:53,689 --> 00:26:55,137 and then I'll show youeverything that I know. 766 00:26:55,172 --> 00:26:56,896 - Sounds good. - Awesome. 767 00:26:59,275 --> 00:27:00,827 - How do I look? - You look great. 768 00:27:00,862 --> 00:27:03,103 So, the shirt isn'tthe only thing you'll need. 769 00:27:03,137 --> 00:27:04,586 You'll needa few more things-- 770 00:27:04,620 --> 00:27:07,379 your notebook, an apron,and a radio. 771 00:27:07,413 --> 00:27:09,551 - Okay. Who does the radio talk to? 772 00:27:09,586 --> 00:27:11,517 - Everyone,other servers. 773 00:27:11,551 --> 00:27:13,206 So, if you were everto need help, 774 00:27:13,241 --> 00:27:14,827 you'll just pinchon this 775 00:27:14,862 --> 00:27:16,379 and we'll help you out. 776 00:27:16,413 --> 00:27:18,448 - The walkie-talkie is what made me nervous. 777 00:27:18,482 --> 00:27:20,413 These walkies actually go into your ear. 778 00:27:20,448 --> 00:27:21,827 I'm wearing a wig. 779 00:27:21,862 --> 00:27:23,655 So, I was super nervous she would see the wig 780 00:27:23,689 --> 00:27:25,931 when I put the earpiece in. 781 00:27:25,965 --> 00:27:27,137 - Awesome. Perfect. - Okay. 782 00:27:27,172 --> 00:27:29,413 - We have designated lanes. 783 00:27:29,448 --> 00:27:31,517 Each lanehas a service button. 784 00:27:31,551 --> 00:27:33,586 So, whenever someone'sready to order, 785 00:27:33,620 --> 00:27:34,655 they'll hitthe service button. 786 00:27:34,689 --> 00:27:36,241 It'll turn redlike here on the screen. 787 00:27:36,275 --> 00:27:37,448 - Okay. - And that's how we know 788 00:27:37,482 --> 00:27:38,586 to go and take the order. 789 00:27:38,620 --> 00:27:40,862 So, look, here we have a red screen. 790 00:27:40,896 --> 00:27:42,448 So, that means that they're ready to order. 791 00:27:42,482 --> 00:27:43,689 - Okay. 792 00:27:43,724 --> 00:27:45,275 - So, I'm gonna throw youright into the deep end. 793 00:27:45,310 --> 00:27:46,413 Make sureyou greet yourself. 794 00:27:46,448 --> 00:27:48,137 Say your name and be readyto take the order. 795 00:27:48,172 --> 00:27:49,206 - Okay. - Got it? 796 00:27:49,241 --> 00:27:50,896 - I got it. - Perfect. 797 00:27:50,931 --> 00:27:52,103 - I couldn't believe she threw me in 798 00:27:52,137 --> 00:27:53,413 at the deep end. 799 00:27:53,448 --> 00:27:54,655 - Are you looking to order for some food? 800 00:27:54,689 --> 00:27:55,724 - Yes, ma'am. - What can I get you? 801 00:27:55,758 --> 00:27:58,655 - I would like the sampler platter. 802 00:27:58,689 --> 00:27:59,689 - Okay. 803 00:27:59,724 --> 00:28:02,034 Um... 804 00:28:02,068 --> 00:28:03,172 um... 805 00:28:03,206 --> 00:28:05,068 - Her nervousness really shows. 806 00:28:05,103 --> 00:28:06,448 The customers can tell. 807 00:28:06,482 --> 00:28:08,551 - You work here how long?I've never seen you before. 808 00:28:08,586 --> 00:28:10,931 - I'm training. - Oh. 809 00:28:10,965 --> 00:28:13,620 All right, well, get it right'cause I'm hungry. 810 00:28:13,655 --> 00:28:15,103 - Okay. Okay. Wow. 811 00:28:15,137 --> 00:28:16,586 He's pretty demanding. 812 00:28:16,620 --> 00:28:18,068 - We're gonna find lane six. 813 00:28:18,103 --> 00:28:19,655 - Okay. - And punch in their order. 814 00:28:19,689 --> 00:28:20,758 - Okay. - Okay? 815 00:28:27,068 --> 00:28:29,137 - Okay. We have an Alley Sampler here. 816 00:28:29,172 --> 00:28:30,482 - What kind of wings are these? 817 00:28:30,517 --> 00:28:31,724 - Those are chicken wings. - No, no. 818 00:28:31,758 --> 00:28:33,655 What flavor? 819 00:28:33,689 --> 00:28:35,241 - Those would be... 820 00:28:38,379 --> 00:28:39,827 - Buffalo chicken wings. 821 00:28:39,862 --> 00:28:41,551 - Okay, 'cause I thought they came barbecue. 822 00:28:41,586 --> 00:28:43,827 You didn't ask me the flavor. 823 00:28:43,862 --> 00:28:47,517 Really messes up my whole situation here. 824 00:28:47,551 --> 00:28:48,965 - But it's important that the server 825 00:28:49,000 --> 00:28:50,655 asks what type of sauce 826 00:28:50,689 --> 00:28:53,275 and what kind of flavoring that the customer wants. 827 00:28:53,310 --> 00:28:55,103 He didn't ask for anything special 828 00:28:55,137 --> 00:28:57,551 and I didn't ask him either, which was not right. 829 00:28:57,586 --> 00:28:58,965 I'm actually gonna take the food back 830 00:28:59,000 --> 00:29:00,241 and we'll just make this all right for you. 831 00:29:00,275 --> 00:29:01,551 - I'm starving. - Okay. 832 00:29:01,586 --> 00:29:03,620 - And it's late. - Okay. 833 00:29:03,655 --> 00:29:05,551 - Come on, Michelle. 834 00:29:05,586 --> 00:29:06,620 Oh. 835 00:29:07,793 --> 00:29:08,862 Okay, Michelle. 836 00:29:08,896 --> 00:29:10,517 I know that you're very nervous, 837 00:29:10,551 --> 00:29:13,344 but it's very important for you to keep your composure. 838 00:29:13,379 --> 00:29:14,862 Always have a smile 839 00:29:14,896 --> 00:29:17,344 and make sure that you solve the problem 840 00:29:17,379 --> 00:29:18,724 as soon as possible. 841 00:29:20,793 --> 00:29:21,862 - I'm so sorry about that mistake. 842 00:29:21,896 --> 00:29:23,000 - Oh. You're so sweet. - No sour cream. 843 00:29:23,034 --> 00:29:24,241 Thank you, my dear. - You're welcome. 844 00:29:24,275 --> 00:29:25,379 - I appreciate you. - I hope you enjoy it. 845 00:29:25,413 --> 00:29:26,586 - You're doing great, by the way. 846 00:29:26,620 --> 00:29:27,965 - Thank you. - Thank you. 847 00:29:28,000 --> 00:29:30,310 - That was great.And even he noticed. 848 00:29:30,344 --> 00:29:32,034 - Yeah. - Right? That's great. 849 00:29:32,068 --> 00:29:33,172 - Hannah is amazing. 850 00:29:33,206 --> 00:29:34,413 She keeps reminding me 851 00:29:34,448 --> 00:29:36,551 to stay calm and to smile. 852 00:29:36,586 --> 00:29:38,827 And that's the most important part of this job. 853 00:29:38,862 --> 00:29:40,241 Lane server, is that what you wanna do 854 00:29:40,275 --> 00:29:41,827 for your career here? 855 00:29:41,862 --> 00:29:44,482 - I only picked up Bowleroas a weekend job, 856 00:29:44,517 --> 00:29:46,034 but I love workingat Bowlero. 857 00:29:46,068 --> 00:29:47,068 It's awesome. 858 00:29:47,103 --> 00:29:49,517 I would like to workfull-time. 859 00:29:49,551 --> 00:29:50,586 - Have you let them know 860 00:29:50,620 --> 00:29:52,448 that you wanna work here full-time? 861 00:29:52,482 --> 00:29:54,793 - Yeah. It's very hardto get noticed here. 862 00:29:54,827 --> 00:29:56,862 So, I just haveto keep on going. 863 00:29:56,896 --> 00:29:58,241 - Yeah. I was a little surprised to hear 864 00:29:58,275 --> 00:30:00,310 that she hasn't been offered a full-time job already. 865 00:30:00,344 --> 00:30:02,206 We're always recruiting. 866 00:30:02,241 --> 00:30:03,551 My first impression is that she would make 867 00:30:03,586 --> 00:30:05,034 an amazing full-time employee. 868 00:30:05,068 --> 00:30:07,241 And I need to find out why high potential 869 00:30:07,275 --> 00:30:09,448 part-time employees like Hannah 870 00:30:09,482 --> 00:30:11,275 are being overlooked. 871 00:30:11,310 --> 00:30:13,965 So, is that a big of a struggle money-wise? 872 00:30:14,000 --> 00:30:15,310 - Yeah, it really is. 873 00:30:15,344 --> 00:30:16,379 I'm a single mom. 874 00:30:16,413 --> 00:30:18,689 So, I really have to makeas much money 875 00:30:18,724 --> 00:30:22,689 as possible to support meand my daughter. 876 00:30:22,724 --> 00:30:24,172 My daughter actuallyjust got here. 877 00:30:24,206 --> 00:30:25,448 - She's here? - Yeah. 878 00:30:25,482 --> 00:30:27,758 She's with my momand my sister. 879 00:30:29,965 --> 00:30:32,517 Hey, y'all.Michelle, this is my mom. 880 00:30:32,551 --> 00:30:33,655 - Hi. I'm Michelle. - This is my sister. 881 00:30:33,689 --> 00:30:35,758 - Hi. I'm Michelle. - Hi. 882 00:30:35,793 --> 00:30:36,827 - And you must be Autumn? 883 00:30:36,862 --> 00:30:39,586 - Yes. - How old are you, Autumn? 884 00:30:39,620 --> 00:30:41,000 - I'm three. 885 00:30:41,034 --> 00:30:42,172 - Three? 886 00:30:42,206 --> 00:30:44,275 - I have a baby girl, too. 887 00:30:44,310 --> 00:30:46,275 But she's only 14 months old. 888 00:30:46,310 --> 00:30:48,137 - Tell Mommy what we did at church today 889 00:30:48,172 --> 00:30:50,689 when we had the communion. 890 00:30:50,724 --> 00:30:51,896 - Communion. 891 00:30:51,931 --> 00:30:52,896 - At church? - Uh-hmm. 892 00:30:52,931 --> 00:30:54,000 - Yes. - Excited. 893 00:30:54,034 --> 00:30:55,310 - It's so special. - Yeah, it was. 894 00:30:55,344 --> 00:30:56,689 - Mm. 895 00:30:56,724 --> 00:30:58,689 - Mmm, a kiss. 896 00:30:58,724 --> 00:31:00,034 - Hannah's mom and sister decided 897 00:31:00,068 --> 00:31:01,482 to take Autumn over to the arcade, 898 00:31:01,517 --> 00:31:02,827 which gave me a chance to sit down 899 00:31:02,862 --> 00:31:04,241 and really get to know Hannah. 900 00:31:04,275 --> 00:31:05,896 Have fun. - Thank you, Mommy. 901 00:31:05,931 --> 00:31:07,206 - Hmm. Oh. 902 00:31:07,241 --> 00:31:08,827 - They're so sweet. - Thank you. 903 00:31:08,862 --> 00:31:10,689 - Autumn is adorable. 904 00:31:10,724 --> 00:31:12,413 Autumn is three. - Yes. 905 00:31:12,448 --> 00:31:13,724 - You're 21. - Yes. 906 00:31:13,758 --> 00:31:15,241 - Which means you had her pretty early 907 00:31:15,275 --> 00:31:16,655 when you were just a teenager. 908 00:31:16,689 --> 00:31:18,344 - I did, yes. I was 17. 909 00:31:18,379 --> 00:31:19,862 - Wow. 910 00:31:19,896 --> 00:31:22,103 I can't imagine how hard it must have been for Hannah. 911 00:31:22,137 --> 00:31:23,724 She was a teen mom. 912 00:31:23,758 --> 00:31:25,965 So, how is your livingsituation? 913 00:31:26,000 --> 00:31:28,241 - Well, I was a leasing agent. 914 00:31:28,275 --> 00:31:31,034 I worked in the leasing office where I had lived. 915 00:31:31,068 --> 00:31:32,241 They let me go. 916 00:31:32,275 --> 00:31:33,482 So, when I lost my job, 917 00:31:33,517 --> 00:31:35,068 me and Autumn had to go live in a shelter. 918 00:31:36,827 --> 00:31:38,689 - Is that where you guysare living now? 919 00:31:38,724 --> 00:31:40,068 - Yeah. 920 00:31:40,103 --> 00:31:41,965 - Oh, my God. 921 00:31:46,482 --> 00:31:47,758 - You're doingthe right thing for her 922 00:31:47,793 --> 00:31:49,620 and you're workingso hard for her. 923 00:31:49,655 --> 00:31:52,344 You know that, right? - Thank you. 924 00:31:52,379 --> 00:31:54,620 - Where is the shelter? - It's far. 925 00:31:54,655 --> 00:31:56,310 - So, how do you getto work every day? 926 00:31:56,344 --> 00:31:58,655 - Well, I would usually take the bus, you know, 927 00:31:58,689 --> 00:31:59,931 since I don't have a car. 928 00:31:59,965 --> 00:32:01,103 It takes me a while to get here. 929 00:32:01,137 --> 00:32:02,793 - Uh-hmm. - But I have to wake up early. 930 00:32:02,827 --> 00:32:04,724 But I still make it. And I do what have to do. 931 00:32:04,758 --> 00:32:06,862 - I live a very sheltered life. 932 00:32:06,896 --> 00:32:08,413 We live in our own bubbles. 933 00:32:08,448 --> 00:32:10,689 To know that somebody can't get to work 934 00:32:10,724 --> 00:32:12,413 because they don't have a car 935 00:32:12,448 --> 00:32:14,241 and they're living in a shelter, I mean, 936 00:32:14,275 --> 00:32:16,724 I really didn't think that that existed 937 00:32:16,758 --> 00:32:18,137 in the--in our company. 938 00:32:18,172 --> 00:32:21,275 And I need to do everything that I can do 939 00:32:21,310 --> 00:32:23,275 to make sure we help Hannah. 940 00:32:26,655 --> 00:32:27,758 - Whew. It's a lot. 941 00:32:27,793 --> 00:32:29,241 You're such a strong woman. 942 00:32:29,275 --> 00:32:31,103 And I appreciate you taking the time 943 00:32:31,137 --> 00:32:32,724 to walk me through this job today 944 00:32:32,758 --> 00:32:34,896 'cause you wear a loton your shoulders. 945 00:32:34,931 --> 00:32:37,931 - Thank you. - You're gonna be okay. 946 00:32:37,965 --> 00:32:39,862 Devastating to hear that Hannah's living in a shelter. 947 00:32:39,896 --> 00:32:41,724 If she was a full-time employee, 948 00:32:41,758 --> 00:32:43,137 we may have been a little bit more privy 949 00:32:43,172 --> 00:32:44,896 from an HR perspective to know what challenges 950 00:32:44,931 --> 00:32:46,344 she's going through. 951 00:32:46,379 --> 00:32:48,275 So, there really should be a system in place 952 00:32:48,310 --> 00:32:50,379 to support our part-time employees. 953 00:32:50,413 --> 00:32:51,517 I'm really hoping that'll be something 954 00:32:51,551 --> 00:32:53,655 that I can look into and address. 955 00:32:58,344 --> 00:33:01,034 I've had an incredible experience being undercover. 956 00:33:01,068 --> 00:33:03,206 I've been so touched by the stories 957 00:33:03,241 --> 00:33:04,413 of some of our employees. 958 00:33:04,448 --> 00:33:05,758 But I did see some things 959 00:33:05,793 --> 00:33:07,724 that were kind of difficult to take in. 960 00:33:07,758 --> 00:33:09,241 And I need to use what I found out 961 00:33:09,275 --> 00:33:11,275 to make some significant changes 962 00:33:11,310 --> 00:33:12,655 not only to the company, 963 00:33:12,689 --> 00:33:14,689 but to the lives of our employees. 964 00:33:14,724 --> 00:33:16,724 At the end of the day, people are at the core 965 00:33:16,758 --> 00:33:19,310 of everything we do, and we need to put them first. 966 00:33:21,448 --> 00:33:24,310 - I've asked everyone to come in for one final interview. 967 00:33:24,344 --> 00:33:26,068 - She was telling me that she was doing 968 00:33:26,103 --> 00:33:29,655 a documentary about second career. 969 00:33:29,689 --> 00:33:31,586 - I really don't know what to expect. 970 00:33:32,793 --> 00:33:35,034 - My employees think they are going to be discussing 971 00:33:35,068 --> 00:33:36,620 their time spent with Michelle. 972 00:33:36,655 --> 00:33:39,793 They have no idea this is "Undercover Boss." 973 00:33:52,689 --> 00:33:54,517 - Hi, Hannah. - Hey. 974 00:33:54,551 --> 00:33:56,689 My God. Wait. 975 00:33:56,724 --> 00:33:57,965 - Do you know who I am? 976 00:33:58,000 --> 00:34:00,655 - No. 977 00:34:00,689 --> 00:34:02,034 - I know you're Michelle, but... 978 00:34:02,068 --> 00:34:04,241 - I'm not Michelle. 979 00:34:04,275 --> 00:34:05,896 - I'm actually Colie Edison. 980 00:34:05,931 --> 00:34:08,068 I'm the chief customer officer at Bowlero. 981 00:34:08,103 --> 00:34:09,793 - No way. 982 00:34:09,827 --> 00:34:11,206 - And you're on "Undercover Boss." 983 00:34:11,241 --> 00:34:12,655 - Are you serious? 984 00:34:12,689 --> 00:34:14,344 Oh, my God. What? 985 00:34:14,379 --> 00:34:16,275 - No. 986 00:34:16,310 --> 00:34:17,586 No. 987 00:34:17,620 --> 00:34:19,517 - Wow. 988 00:34:21,034 --> 00:34:22,862 - So, Natasha, how do you feel? 989 00:34:22,896 --> 00:34:24,551 - Nervous. 990 00:34:24,586 --> 00:34:26,586 - There were some things that concerned me. 991 00:34:26,620 --> 00:34:28,586 And I wanna talk about them today. 992 00:34:28,620 --> 00:34:30,137 - Okay. - Did you know that we actually 993 00:34:30,172 --> 00:34:32,344 have a full training guide for events? 994 00:34:32,379 --> 00:34:33,551 - I know there--about it 995 00:34:33,586 --> 00:34:35,724 because I was given papers and things, 996 00:34:35,758 --> 00:34:39,172 but I should have went back and looked at the time. 997 00:34:40,896 --> 00:34:43,000 - I'm concerned,if you don't really wanna follow 998 00:34:43,034 --> 00:34:45,172 that path to become an events manager, 999 00:34:45,206 --> 00:34:46,827 obviously, that's an issue. 1000 00:34:46,862 --> 00:34:50,034 I'm concerned about your future with the company. 1001 00:35:02,862 --> 00:35:04,655 - Natasha, I'm not sure 1002 00:35:04,689 --> 00:35:06,724 that this is the right role for you. 1003 00:35:06,758 --> 00:35:08,724 You don't have the passion that I want to see. 1004 00:35:08,758 --> 00:35:10,413 - Mm-hmm. 1005 00:35:10,448 --> 00:35:13,551 - How would you feel if I let you go? 1006 00:35:13,586 --> 00:35:15,275 - Hurt, sad. 1007 00:35:15,310 --> 00:35:17,689 This is my job and I do enjoy it. 1008 00:35:17,724 --> 00:35:20,103 - Well, I do have another option for you. 1009 00:35:20,137 --> 00:35:22,344 Because of your love for league bowling, 1010 00:35:22,379 --> 00:35:24,034 I wanna harness that. 1011 00:35:24,068 --> 00:35:25,034 - Uh-hmm. - And I wanna put you 1012 00:35:25,068 --> 00:35:27,448 in a position to succeed. - Uh-hmm. 1013 00:35:27,482 --> 00:35:29,482 - So, what we would do is create a position 1014 00:35:29,517 --> 00:35:32,862 as a league bowler service coordinator. 1015 00:35:32,896 --> 00:35:34,517 This would allow you to work closely 1016 00:35:34,551 --> 00:35:36,172 with all of the leagues in the area. 1017 00:35:36,206 --> 00:35:38,896 - Uh-hmm. - And really develop programs 1018 00:35:38,931 --> 00:35:41,068 that help further our league bowling. 1019 00:35:41,103 --> 00:35:42,655 - I like that. 1020 00:35:42,689 --> 00:35:44,793 I'm excited. I love the league bowlers. 1021 00:35:44,827 --> 00:35:46,793 And I think it would be a great opportunity for me 1022 00:35:46,827 --> 00:35:48,931 'cause I'm gonna be-- I'd be more passionate about it 1023 00:35:48,965 --> 00:35:50,517 and more dedicated to it. 1024 00:35:50,551 --> 00:35:52,000 - We're gonna give you some opportunities 1025 00:35:52,034 --> 00:35:53,379 to make it right. 1026 00:35:53,413 --> 00:35:56,344 And I hope that you take them and grow your career. 1027 00:35:56,379 --> 00:35:57,862 - Thank you. - Good luck, Natasha. 1028 00:35:57,896 --> 00:35:59,034 - Thank you. 1029 00:35:59,068 --> 00:36:00,482 It's gonna be a great time. 1030 00:36:00,517 --> 00:36:02,103 I'm very excited for the future now 1031 00:36:02,137 --> 00:36:03,517 and what it holds for me. 1032 00:36:05,241 --> 00:36:07,103 - Danny, we shouldn't be wasting our time 1033 00:36:07,137 --> 00:36:10,965 with the confusing and outdated point of sale system. 1034 00:36:11,000 --> 00:36:12,689 - System could be easier to use, yes. 1035 00:36:12,724 --> 00:36:16,034 - I definitely felt that it wasn't intuitive. 1036 00:36:16,068 --> 00:36:17,586 Because of my experience with you, 1037 00:36:17,620 --> 00:36:21,172 I wanna investover $2 million 1038 00:36:21,206 --> 00:36:23,689 to put in a new point of sale user interface 1039 00:36:23,724 --> 00:36:25,758 at our 300 locations nationwide. 1040 00:36:25,793 --> 00:36:27,413 - That'd be amazing. 1041 00:36:27,448 --> 00:36:28,724 - Do you think it'll make your life easier? 1042 00:36:28,758 --> 00:36:31,275 - Yes, completely. 1043 00:36:31,310 --> 00:36:33,931 - How old are you? - I'm 22 years old. 1044 00:36:33,965 --> 00:36:36,275 - 22 years old and you're a manager. 1045 00:36:36,310 --> 00:36:37,517 I love your ambition. 1046 00:36:37,551 --> 00:36:39,137 So, what I wanna do is actually put you 1047 00:36:39,172 --> 00:36:42,034 on fast-track management training course. 1048 00:36:42,068 --> 00:36:44,758 You will have dedicatedmonthly training 1049 00:36:44,793 --> 00:36:46,793 to help set you on your way to grow 1050 00:36:46,827 --> 00:36:49,034 and be promoted within our company. 1051 00:36:49,068 --> 00:36:50,310 - That would be amazing. 1052 00:36:50,344 --> 00:36:51,724 - On top of that, 1053 00:36:51,758 --> 00:36:54,344 I'd like to personally offer to become your mentor 1054 00:36:54,379 --> 00:36:56,344 to talk to you whenever you need 1055 00:36:56,379 --> 00:36:58,827 about your careerand how you can grow with us 1056 00:36:58,862 --> 00:37:01,000 as an organization. - Really? 1057 00:37:02,206 --> 00:37:03,724 Just amazing. Thank you. 1058 00:37:03,758 --> 00:37:05,551 - Finally, I wanna thank you 1059 00:37:05,586 --> 00:37:08,000 for inviting me back to your father's house. 1060 00:37:09,344 --> 00:37:10,724 How hard was it to deal with that 1061 00:37:10,758 --> 00:37:12,310 when the stroke happened? 1062 00:37:12,344 --> 00:37:14,068 - It affected me a lot. 1063 00:37:14,103 --> 00:37:16,068 Um--excuse me. 1064 00:37:19,965 --> 00:37:22,137 - You shared with me that your goal 1065 00:37:22,172 --> 00:37:23,758 was to own your own home 1066 00:37:23,793 --> 00:37:26,068 by the time you were 25. - Yes. 1067 00:37:26,103 --> 00:37:27,896 - But not just for yourself, right? 1068 00:37:27,931 --> 00:37:30,758 - I wanna give back to my fatherfor what he did to me. 1069 00:37:30,793 --> 00:37:32,793 - I wanna help you realize that dream 1070 00:37:32,827 --> 00:37:35,620 by giving you a $50,000 down payment 1071 00:37:35,655 --> 00:37:37,689 for your home. 1072 00:37:37,724 --> 00:37:40,034 - What? 1073 00:37:40,068 --> 00:37:42,034 Are you serious? 1074 00:37:42,068 --> 00:37:44,310 Thank you. 1075 00:37:44,344 --> 00:37:47,034 Thank you so much. 1076 00:37:48,482 --> 00:37:50,482 - You are a great employee. 1077 00:37:50,517 --> 00:37:52,551 And seeing you with your father, 1078 00:37:52,586 --> 00:37:54,931 you deserve this. 1079 00:37:54,965 --> 00:37:56,379 - Thank you so much, Colie. 1080 00:37:56,413 --> 00:37:58,310 It changes my life to share this with my family. 1081 00:37:58,344 --> 00:37:59,758 My dad's gonna be jumping off the walls 1082 00:37:59,793 --> 00:38:02,931 once he realizes his room isn't gonna be a 4x4 anymore. 1083 00:38:04,241 --> 00:38:06,275 - Jody, you pushed me really hard 1084 00:38:06,310 --> 00:38:09,482 and I understood how tough your job really is. 1085 00:38:09,517 --> 00:38:10,758 When we were working together, 1086 00:38:10,793 --> 00:38:12,241 you told me that you're losing your hearing. 1087 00:38:12,275 --> 00:38:14,137 - Yeah. - I was concerned 1088 00:38:14,172 --> 00:38:15,965 when one of the reasons you told me 1089 00:38:16,000 --> 00:38:17,655 you don't have hearing aids yet 1090 00:38:17,689 --> 00:38:19,344 is because you couldn't afford them. 1091 00:38:19,379 --> 00:38:22,172 When I heard that, I knew I had to do something. 1092 00:38:22,206 --> 00:38:24,344 So these areelectronic hearing aids 1093 00:38:24,379 --> 00:38:26,310 that I wantedto give you today. 1094 00:38:26,344 --> 00:38:28,000 - Oh, my gosh. 1095 00:38:37,931 --> 00:38:39,517 - Jody? - Oh, my God. 1096 00:38:39,551 --> 00:38:41,103 Oh, my God. 1097 00:38:41,137 --> 00:38:42,448 Say something. 1098 00:38:42,482 --> 00:38:44,793 - How does it sound? - Oh, my God. 1099 00:38:45,758 --> 00:38:47,103 You sound ten times louder. 1100 00:38:47,137 --> 00:38:49,551 - Oh, I'm so happy. - Oh, my God. 1101 00:38:54,482 --> 00:38:56,586 - So Jody, 1102 00:38:56,620 --> 00:38:59,275 if and when you decide to retire, 1103 00:38:59,310 --> 00:39:01,482 would you financially be able to? 1104 00:39:01,517 --> 00:39:04,000 - Who knows? We'll get by. 1105 00:39:04,034 --> 00:39:07,034 - Well, I am so appreciative of all your hard work 1106 00:39:07,068 --> 00:39:10,103 and I wanna set you up for a successful retirement. 1107 00:39:10,137 --> 00:39:13,758 So I'm giving you $30,000 for a retirement fund. 1108 00:39:18,103 --> 00:39:20,103 Thank you. 1109 00:39:20,137 --> 00:39:22,000 Thank you very much. Oh, my goodness. 1110 00:39:23,310 --> 00:39:24,862 - Thank you, Jody.You're the best. 1111 00:39:24,896 --> 00:39:26,137 - No, you're the best. 1112 00:39:26,172 --> 00:39:27,482 Wow. 1113 00:39:27,517 --> 00:39:29,965 Unbelievable. Unbelievable. 1114 00:39:31,137 --> 00:39:33,482 - Hannah, I was just totally blown away. 1115 00:39:33,517 --> 00:39:35,758 Your hard work and determination-- 1116 00:39:35,793 --> 00:39:37,931 it was amazing. - Thank you. 1117 00:39:37,965 --> 00:39:39,551 - I also loved meeting your little girl Autumn, 1118 00:39:39,586 --> 00:39:40,896 she's a special little lady, 1119 00:39:40,931 --> 00:39:43,413 and it was such a privilege to get to meet her. 1120 00:39:43,448 --> 00:39:45,586 I know that things have been tough for you guys lately. 1121 00:39:45,620 --> 00:39:46,965 Well, first and foremost, 1122 00:39:47,000 --> 00:39:48,862 I wanna offer you a full-time position 1123 00:39:48,896 --> 00:39:50,793 at Bowlero as a lane server. 1124 00:39:50,827 --> 00:39:53,000 - Okay, thank you so much. Okay. 1125 00:39:53,034 --> 00:39:55,034 - And we're going to look into why your request 1126 00:39:55,068 --> 00:39:57,034 to go full-time was overlooked. 1127 00:39:57,068 --> 00:39:59,586 I was, you know, obviously devastated 1128 00:39:59,620 --> 00:40:02,620 to learn you and your daughter are living in a shelter, 1129 00:40:02,655 --> 00:40:04,758 and that's not something that we take lightly. 1130 00:40:04,793 --> 00:40:06,103 I'm starting up a task force 1131 00:40:06,137 --> 00:40:08,172 so that all managers know 1132 00:40:08,206 --> 00:40:10,551 when any of our hourlies are in need. 1133 00:40:10,586 --> 00:40:12,758 So because of you, I'm going to make that change. 1134 00:40:12,793 --> 00:40:14,931 - Okay. Thank you so much. 1135 00:40:14,965 --> 00:40:17,034 - I'm a mom, and,you know, for me, 1136 00:40:17,068 --> 00:40:19,310 when I'm not at work, I wanna be with my baby. 1137 00:40:19,344 --> 00:40:20,620 - Right. 1138 00:40:20,655 --> 00:40:22,551 - And I don't want you to spend hours on the bus, 1139 00:40:22,586 --> 00:40:26,379 so I'm gonna give you $20,000 for a new car. 1140 00:40:26,413 --> 00:40:28,724 - Oh, my God. 1141 00:40:28,758 --> 00:40:29,931 That is amazing. 1142 00:40:29,965 --> 00:40:31,379 Thank you so much. 1143 00:40:31,413 --> 00:40:32,413 - You deserve this. 1144 00:40:32,448 --> 00:40:34,413 - Thank you so much. 1145 00:40:36,896 --> 00:40:38,241 - You are an amazing mom, 1146 00:40:38,275 --> 00:40:42,034 and you guys deserve to live somewhere safe. 1147 00:40:42,068 --> 00:40:44,413 And that is why I'm going to give you 1148 00:40:44,448 --> 00:40:46,793 $30,000 1149 00:40:46,827 --> 00:40:48,758 to pay for your rent for an apartment 1150 00:40:48,793 --> 00:40:49,862 for the next year. 1151 00:40:49,896 --> 00:40:51,862 - Are you serious? 1152 00:40:54,000 --> 00:40:56,034 What? 1153 00:40:57,862 --> 00:41:00,241 It totally means so much for me 1154 00:41:00,275 --> 00:41:01,586 and for Autumn. 1155 00:41:01,620 --> 00:41:04,413 This will just take a tremendous weight 1156 00:41:04,448 --> 00:41:06,000 off of my shoulders. 1157 00:41:06,034 --> 00:41:07,793 You know, she doesn't know what Mommy feels, 1158 00:41:07,827 --> 00:41:10,034 you know, being where we are. 1159 00:41:10,068 --> 00:41:12,517 I can't believe this is happening right now. 1160 00:41:16,413 --> 00:41:18,103 I feel like I can just breathe, you know? 1161 00:41:18,137 --> 00:41:19,758 I can just breathe. 1162 00:41:19,793 --> 00:41:23,034 You work hard and you bust your butt every single day, 1163 00:41:23,068 --> 00:41:25,620 and just to be acknowledged for that, 1164 00:41:25,655 --> 00:41:28,275 it makes me feel like what I'm doing is right. 1165 00:41:29,793 --> 00:41:32,034 - Bowling is the great American pastime. 1166 00:41:32,068 --> 00:41:34,655 I went undercover to find out if the changes that we've made 1167 00:41:34,689 --> 00:41:35,862 are actually working at the centers 1168 00:41:35,896 --> 00:41:37,172 across the country. 1169 00:41:37,206 --> 00:41:38,586 I learned that there's more to this business 1170 00:41:38,620 --> 00:41:40,275 than just revenue and profit. 1171 00:41:40,310 --> 00:41:41,793 It's not just our customers, 1172 00:41:41,827 --> 00:41:44,620 but our employees who make Bowlero what it is. 1173 00:41:44,655 --> 00:41:47,310 We need to be there to support them, guide them, 1174 00:41:47,344 --> 00:41:49,413 and ultimately keep them at the forefront 1175 00:41:49,448 --> 00:41:50,724 of everything we do 1176 00:41:50,758 --> 00:41:53,137 as we expand this business into the future.