1 00:00:02,020 --> 00:00:05,011 male announcer: "Undercover Boss" is back... 2 00:00:05,013 --> 00:00:06,016 [dramatic music] 3 00:00:06,018 --> 00:00:08,004 - Here's Bobby! [laughter] 4 00:00:08,006 --> 00:00:09,013 - Whoa. 5 00:00:09,015 --> 00:00:11,019 - This is ten times harder than the boardroom. 6 00:00:11,021 --> 00:00:13,010 - Ugh. - This is a disaster. 7 00:00:13,012 --> 00:00:16,026 I would never have found out if I wasn't undercover. 8 00:00:16,028 --> 00:00:19,017 announcer: The most devastating economic crisis 9 00:00:19,019 --> 00:00:21,008 for a generation 10 00:00:21,010 --> 00:00:24,010 has been tough on American business 11 00:00:24,012 --> 00:00:27,012 and even tougher on America's workforce. 12 00:00:27,014 --> 00:00:29,009 - We all had to take salary cuts. 13 00:00:29,011 --> 00:00:31,001 - So how many firemen you think you down? 14 00:00:31,003 --> 00:00:32,029 - 15. Just because of the pandemic. 15 00:00:33,001 --> 00:00:35,029 announcer: So there's never been a more important time 16 00:00:36,001 --> 00:00:37,022 to go undercover. - Whoa, whoa. 17 00:00:37,024 --> 00:00:40,019 announcer: This season... - Wow! 18 00:00:40,021 --> 00:00:42,019 announcer: The toughest challenges... 19 00:00:42,021 --> 00:00:44,014 - This has gotta be the worst job in the restaurant. 20 00:00:44,016 --> 00:00:45,020 - It is. Ugh. 21 00:00:45,022 --> 00:00:47,001 announcer: The biggest shocks... 22 00:00:47,003 --> 00:00:49,010 - I need to rethink everything that we're doing. 23 00:00:49,012 --> 00:00:51,025 - You broke so many rules. 24 00:00:51,027 --> 00:00:52,027 announcer: And the most dramatic, 25 00:00:52,029 --> 00:00:54,010 life-changing rewards... 26 00:00:54,012 --> 00:00:56,002 - I mean, that's the greatest thing 27 00:00:56,004 --> 00:00:57,006 you could ever do for me, man. 28 00:00:57,008 --> 00:00:59,015 announcer: In "Undercover Boss" history. 29 00:00:59,017 --> 00:01:03,010 - I need to break cover right now and shut this down. 30 00:01:06,023 --> 00:01:08,005 announcer: Tonight... 31 00:01:08,007 --> 00:01:09,014 - Oh! 32 00:01:09,016 --> 00:01:11,009 announcer: The two bosses of one 33 00:01:11,011 --> 00:01:14,004 of America's fastest-growing franchise companies... 34 00:01:14,006 --> 00:01:16,004 - [laughing] Oh, my God. 35 00:01:16,006 --> 00:01:18,009 announcer: Go undercover together. 36 00:01:18,011 --> 00:01:20,020 - ♪ Nick and Omar are on the job ♪ 37 00:01:20,022 --> 00:01:23,017 announcer: Giving up their executive lifestyles. 38 00:01:23,019 --> 00:01:25,005 - Come on, let's go, let's go. 39 00:01:25,007 --> 00:01:28,008 announcer: The founders of College HUNKS Hauling Junk, 40 00:01:28,010 --> 00:01:30,002 Nick Friedman... 41 00:01:30,004 --> 00:01:31,016 - Did I just slam on your fingers? 42 00:01:31,018 --> 00:01:33,000 announcer: And Omar Soliman... 43 00:01:33,002 --> 00:01:35,014 - You got some fancy shoes for a dirty job. 44 00:01:36,012 --> 00:01:39,007 announcer: Will join their staff on the front line. 45 00:01:39,009 --> 00:01:41,004 - Watch out. - Uh-oh. 46 00:01:41,006 --> 00:01:42,010 - We could literally lose out 47 00:01:42,012 --> 00:01:44,008 on a couple hundred dollars because of this. 48 00:01:44,010 --> 00:01:45,025 announcer: After the worst year 49 00:01:45,027 --> 00:01:47,020 for business in decades... 50 00:01:47,022 --> 00:01:49,017 - Business is down 50%. 51 00:01:49,019 --> 00:01:51,002 announcer: They want to find out 52 00:01:51,004 --> 00:01:53,029 if the company can not only survive, but thrive. 53 00:01:54,001 --> 00:01:55,018 - Coming through! announcer: So the bosses 54 00:01:55,020 --> 00:01:57,026 will get hands-on with the company issues... 55 00:01:57,028 --> 00:01:59,021 - And we questioned whether you are fit for this brand. 56 00:01:59,023 --> 00:02:00,025 - I'm scared to death. 57 00:02:00,027 --> 00:02:02,021 Am I gonna lose my business? 58 00:02:02,023 --> 00:02:05,011 announcer: Come face to face with some hard truths. 59 00:02:05,013 --> 00:02:07,003 - It hurt my family because I ended up 60 00:02:07,005 --> 00:02:08,028 losing a lot of money. 61 00:02:09,000 --> 00:02:12,010 announcer: Before making some life-changing interventions. 62 00:02:12,012 --> 00:02:13,027 - Never in my life did I think 63 00:02:14,000 --> 00:02:16,024 that something so gracious would come my way. 64 00:02:16,026 --> 00:02:19,019 announcer: All this, next on "Undercover Boss." 65 00:02:19,021 --> 00:02:22,019 [rock music] 66 00:02:22,021 --> 00:02:29,004 ♪ ♪ 67 00:02:29,006 --> 00:02:30,005 - My name is Omar Soliman. 68 00:02:30,007 --> 00:02:32,004 I'm the co-founder and CEO 69 00:02:32,006 --> 00:02:34,024 of College HUNKS Hauling Junk. 70 00:02:34,026 --> 00:02:37,014 - My name is Nick Friedman, and I'm the co-founder 71 00:02:37,016 --> 00:02:39,018 and president of College HUNKS Hauling Junk. 72 00:02:39,020 --> 00:02:41,002 ♪ ♪ 73 00:02:41,004 --> 00:02:43,027 College HUNKS is a multimillion-dollar 74 00:02:43,029 --> 00:02:46,019 moving and junk removal brand. 75 00:02:46,021 --> 00:02:48,009 I've known Omar since 10th grade. 76 00:02:48,011 --> 00:02:49,020 We've been best friends from the beginning 77 00:02:49,022 --> 00:02:51,029 and business partners for now over 15 years. 78 00:02:53,021 --> 00:02:55,018 We always like to say we're like peanut butter and jelly. 79 00:02:55,020 --> 00:02:56,022 You know, we make-- - Who's peanut butter? 80 00:02:56,024 --> 00:02:58,003 - I'm the peanut butter-- 81 00:02:58,005 --> 00:02:59,011 - No, I'm the peanut butter, man; you're the jelly. 82 00:02:59,013 --> 00:03:01,021 [both laughing] 83 00:03:03,001 --> 00:03:04,010 announcer: Headquartered in the heart 84 00:03:04,012 --> 00:03:05,022 of sunny Tampa, Florida, 85 00:03:05,024 --> 00:03:07,017 College Hunks Hauling Junk 86 00:03:07,019 --> 00:03:09,001 is one of the fastest-growing 87 00:03:09,003 --> 00:03:11,025 removal and junk businesses in the country, 88 00:03:11,027 --> 00:03:15,014 with annual revenues of over $200 million. 89 00:03:15,016 --> 00:03:17,017 ♪ ♪ 90 00:03:17,019 --> 00:03:19,005 - HUNKS stands for "Honest, 91 00:03:19,007 --> 00:03:22,018 Uniformed, Nice, Knowledgeable, Service." 92 00:03:22,020 --> 00:03:24,013 - We want to make people's lives easier 93 00:03:24,015 --> 00:03:25,027 by providing a stress-free 94 00:03:25,029 --> 00:03:27,022 moving or junk removal experience. 95 00:03:27,024 --> 00:03:29,002 - What he's trying to say is we're really good 96 00:03:29,004 --> 00:03:30,005 at moving stuff. 97 00:03:31,026 --> 00:03:34,019 So we met in high school in detention of all places. 98 00:03:34,021 --> 00:03:36,001 We were there because 99 00:03:36,003 --> 00:03:37,026 we ran onto the field at a football game 100 00:03:37,028 --> 00:03:39,014 and actually got beat up by the opposing team. 101 00:03:39,016 --> 00:03:42,005 - We knew we wanted to be friends from that day forward. 102 00:03:42,007 --> 00:03:44,007 - We were home for summer break from college. 103 00:03:44,009 --> 00:03:45,019 My mom had this beat-up cargo van, 104 00:03:45,021 --> 00:03:46,025 and she's like, "Take that van. 105 00:03:46,027 --> 00:03:47,026 "You guys could be, like, 106 00:03:47,028 --> 00:03:49,018 the college hunks who haul junk." 107 00:03:49,020 --> 00:03:51,006 And we were like, "Dang, that's a pretty good name." 108 00:03:51,008 --> 00:03:53,022 So we put some flyers around the neighborhood. 109 00:03:53,024 --> 00:03:56,014 - We're the original College HUNKS Hauling Junk. 110 00:03:56,016 --> 00:03:58,003 - Yeah. 111 00:03:58,005 --> 00:03:59,020 Oh, my muscle is getting a little smaller now. 112 00:03:59,022 --> 00:04:01,001 [upbeat music] 113 00:04:01,003 --> 00:04:04,018 The first job we went to, we made $200, 114 00:04:04,020 --> 00:04:07,005 and we stood there looking at that $200 thinking, 115 00:04:07,007 --> 00:04:08,029 "This is the most amount of money 116 00:04:09,001 --> 00:04:10,012 we've ever made in our life." 117 00:04:10,014 --> 00:04:11,027 You know, we felt like we were P. Diddy. 118 00:04:11,029 --> 00:04:13,002 We're making it rain. 119 00:04:15,026 --> 00:04:18,009 announcer: The company added a moving service in 2008 120 00:04:18,011 --> 00:04:22,025 and grew from one van into a 3,000 truck mega-machine 121 00:04:22,027 --> 00:04:24,013 with 150 franchises 122 00:04:24,015 --> 00:04:26,011 across 39 states 123 00:04:26,013 --> 00:04:29,006 employing over 4,000 HUNKS. 124 00:04:29,008 --> 00:04:32,002 [cheers and applause] 125 00:04:32,004 --> 00:04:35,000 - So our goal is to become a billion-dollar company. 126 00:04:35,002 --> 00:04:36,008 In a lot of ways, our business is like 127 00:04:36,010 --> 00:04:38,021 a rocket ship launching into space. 128 00:04:38,023 --> 00:04:39,026 Nothing can stop us. 129 00:04:39,028 --> 00:04:42,009 All of a sudden, 2020 happens. 130 00:04:42,011 --> 00:04:44,005 ♪ ♪ 131 00:04:44,007 --> 00:04:46,026 - COVID hit, and there is no playbook for that. 132 00:04:46,028 --> 00:04:50,013 - Business is down 30, 40, 50% overnight. 133 00:04:50,015 --> 00:04:52,012 - It was definitely by far the toughest day for me 134 00:04:52,014 --> 00:04:53,025 as a business owner, number one, 135 00:04:53,027 --> 00:04:55,008 not knowing if our business was gonna be here, 136 00:04:55,010 --> 00:04:57,020 but more importantly, having to make these layoffs 137 00:04:57,022 --> 00:05:00,000 of team members who we really cared about 138 00:05:00,002 --> 00:05:04,010 and lived our core values, and them understanding, 139 00:05:04,012 --> 00:05:08,023 but not fully grasping the gravity of the situation. 140 00:05:08,025 --> 00:05:12,025 I think was--was-- that was a tough moment. 141 00:05:12,027 --> 00:05:17,007 - But after a shaky start, business has slowly returned. 142 00:05:17,009 --> 00:05:19,014 We were classified as an essential service. 143 00:05:19,016 --> 00:05:22,015 We were moving victims of domestic violence for free. 144 00:05:22,017 --> 00:05:25,017 We were donating trucks for water and for supplies. 145 00:05:25,019 --> 00:05:28,025 We were able to actually rehire people that we let go. 146 00:05:28,027 --> 00:05:31,000 - Now we have to get back on track 147 00:05:31,002 --> 00:05:33,028 and put the pieces in place to scale it up. 148 00:05:34,001 --> 00:05:36,028 - So our goal is to have 300 franchise partners, 149 00:05:37,000 --> 00:05:39,027 5,000 team members, 5,000 trucks. 150 00:05:39,029 --> 00:05:42,001 - So we need to go undercover to find out 151 00:05:42,003 --> 00:05:43,018 if our business is fit 152 00:05:43,020 --> 00:05:46,007 and ready for a super-sized expansion. 153 00:05:48,006 --> 00:05:51,002 [soft music] 154 00:05:51,004 --> 00:05:52,029 - So how do you guys feel about going undercover? 155 00:05:53,001 --> 00:05:55,004 - I'm nervous. I'm supposedly from New York. 156 00:05:55,006 --> 00:05:56,017 So I don't know if I should, like, 157 00:05:56,019 --> 00:05:58,002 change my voice, you know, be like, 158 00:05:58,004 --> 00:05:59,022 "I'm from--ey, I'm from New York." 159 00:05:59,024 --> 00:06:01,002 - I wouldn't try that. 160 00:06:01,004 --> 00:06:03,028 - No? [laughter] 161 00:06:04,000 --> 00:06:06,010 - I'm ready for my transformation. 162 00:06:06,012 --> 00:06:09,015 - Whoa, whoa, whoa, whoa. What is that? Time-out. 163 00:06:09,017 --> 00:06:11,014 - We wanted to go undercover to make sure 164 00:06:11,016 --> 00:06:14,001 that we're in a position to start growing faster 165 00:06:14,003 --> 00:06:16,012 in the next couple years than we have in the first 15. 166 00:06:16,014 --> 00:06:19,000 If there's issues in the foundation of the business, 167 00:06:19,002 --> 00:06:20,019 they're just gonna get bigger and bigger 168 00:06:20,021 --> 00:06:23,000 and will eventually crack and crumble. 169 00:06:23,002 --> 00:06:24,024 - Oh, my God. 170 00:06:24,026 --> 00:06:26,016 The reason why we want to do this 171 00:06:26,018 --> 00:06:28,027 is we've got a path to a billion dollars. 172 00:06:28,029 --> 00:06:30,010 That's a serious number, 173 00:06:30,012 --> 00:06:32,002 but it's gonna be all about the little things. 174 00:06:32,004 --> 00:06:33,023 And so if we can focus on those little things 175 00:06:33,025 --> 00:06:36,014 and make them right, we can get there. 176 00:06:36,016 --> 00:06:39,014 [dramatic music] 177 00:06:39,016 --> 00:06:43,026 ♪ ♪ 178 00:06:43,028 --> 00:06:46,027 [quirky music] 179 00:06:46,029 --> 00:06:48,007 - Whoa! - Oh, my God! 180 00:06:48,009 --> 00:06:49,016 - Whoa! [both laughing] 181 00:06:49,018 --> 00:06:52,019 - Oh, my God, you don't look anything like you. 182 00:06:52,021 --> 00:06:55,013 [laughter] 183 00:06:55,015 --> 00:06:56,029 ♪ ♪ 184 00:06:57,001 --> 00:07:00,008 [laughter] - Oh, my... 185 00:07:00,010 --> 00:07:02,005 - Freddy DeLuca. Ryan Davenport. 186 00:07:02,007 --> 00:07:04,006 - Oh, my! - Nice to meet you. 187 00:07:04,008 --> 00:07:05,018 - Oh, my God! 188 00:07:05,020 --> 00:07:08,011 - So going undercover, I will become Freddy DeLuca. 189 00:07:08,013 --> 00:07:12,001 I'm a barman. I lost my job due to COVID. 190 00:07:12,003 --> 00:07:13,027 - I'm going to be Ryan Davenport, 191 00:07:14,000 --> 00:07:18,001 who's worked in various gym facilities over the years. 192 00:07:18,003 --> 00:07:20,012 Our employees think they're gonna be on a documentary 193 00:07:20,014 --> 00:07:22,008 about starting over in a new career, 194 00:07:22,010 --> 00:07:24,017 and they have no idea that it's "Undercover Boss." 195 00:07:24,019 --> 00:07:27,011 Do you think my employees will recognize me? 196 00:07:27,013 --> 00:07:30,006 - No. I don't want you to look like this forever. 197 00:07:30,008 --> 00:07:31,021 - Okay. Wish us luck. 198 00:07:31,023 --> 00:07:33,005 - Good luck, Daddy! 199 00:07:33,007 --> 00:07:35,015 - Good luck. - Bye. 200 00:07:35,017 --> 00:07:36,026 - We started this company together. 201 00:07:36,028 --> 00:07:38,022 We built this company together. 202 00:07:38,024 --> 00:07:41,006 - Now we're going back on the road together... 203 00:07:41,008 --> 00:07:42,023 - It's like we're back in the old days. 204 00:07:42,025 --> 00:07:44,007 - To take it to the next level. 205 00:07:44,009 --> 00:07:47,025 ♪ ♪ 206 00:07:47,027 --> 00:07:51,019 [funky music] 207 00:07:51,021 --> 00:07:54,001 Today, we're in Boise, Idaho, 208 00:07:54,003 --> 00:07:56,028 over 2,000 miles away from home. 209 00:07:57,000 --> 00:07:59,012 Nick and I are gonna take turns to go undercover, 210 00:07:59,014 --> 00:08:02,020 and I'm up first working with the move team. 211 00:08:02,022 --> 00:08:03,028 All right. 212 00:08:04,000 --> 00:08:05,023 Moving is a huge part of our business. 213 00:08:05,025 --> 00:08:07,013 It's 50% of our revenue. 214 00:08:07,015 --> 00:08:11,009 It's been about 15 years since I've worked out on a truck. 215 00:08:11,011 --> 00:08:13,013 - [laughs] Freddy! 216 00:08:13,015 --> 00:08:16,025 - And, man, this weather right now is crazy. 217 00:08:16,027 --> 00:08:18,024 We are not in Tampa anymore. 218 00:08:18,026 --> 00:08:19,028 - It's game day, baby. 219 00:08:20,000 --> 00:08:23,014 ♪ ♪ 220 00:08:23,016 --> 00:08:24,023 [playful music] 221 00:08:24,025 --> 00:08:26,012 You look kind of intimidating, dude. 222 00:08:26,014 --> 00:08:27,024 [laughs] 223 00:08:27,026 --> 00:08:30,004 Let me see. [laughs] 224 00:08:30,006 --> 00:08:31,014 - Yeah, man, look at this snow. 225 00:08:31,016 --> 00:08:32,027 - This weather condition's-- 226 00:08:32,029 --> 00:08:34,015 you're gonna be having to move furniture... 227 00:08:34,017 --> 00:08:35,024 - I really can't imagine that. - In this. 228 00:08:35,026 --> 00:08:37,007 - I hope I don't bust my ass. 229 00:08:37,009 --> 00:08:39,012 [laughter] 230 00:08:39,014 --> 00:08:40,018 - All right, man. Go get 'em, tiger. 231 00:08:40,020 --> 00:08:41,021 - All right. Wish me luck. 232 00:08:41,023 --> 00:08:43,016 ♪ ♪ 233 00:08:43,018 --> 00:08:46,008 [suspenseful music] 234 00:08:46,010 --> 00:08:48,026 Today, I'm going undercover as a Wingman, 235 00:08:48,028 --> 00:08:51,016 which is what we call the new HUNKS. 236 00:08:51,018 --> 00:08:55,010 Chris, who is a Senior Captain will be training me. 237 00:08:55,012 --> 00:08:56,027 - Hi, are you Freddy? - Yeah. Are you Chris? 238 00:08:56,029 --> 00:08:58,003 - Yes. - Good to see you. 239 00:08:58,005 --> 00:08:59,020 - So first off at College HUNKS, 240 00:08:59,022 --> 00:09:00,026 we've gotta have our uniform. 241 00:09:00,028 --> 00:09:02,010 So go ahead and hop inside 242 00:09:02,012 --> 00:09:04,001 and go get changed, and then we'll get to work. 243 00:09:04,003 --> 00:09:05,009 - Okay, will do. 244 00:09:05,011 --> 00:09:06,017 Getting new people and training them 245 00:09:06,019 --> 00:09:08,005 on the College HUNKS way 246 00:09:08,007 --> 00:09:10,005 is such a critical part of the business. 247 00:09:10,007 --> 00:09:11,010 It's how we grow. 248 00:09:11,012 --> 00:09:13,015 If we're gonna become a billion-dollar company, 249 00:09:13,017 --> 00:09:16,002 and we're not doing it right, it's never gonna happen. 250 00:09:16,004 --> 00:09:17,023 - Oh, looking good! There we go. 251 00:09:17,025 --> 00:09:19,002 The only thing I'd have to say 252 00:09:19,004 --> 00:09:21,011 is you got some fancy shoes for a dirty job. 253 00:09:21,013 --> 00:09:24,015 [quirky music] 254 00:09:24,017 --> 00:09:25,028 - You know, he wasn't a big fan of my shoes. 255 00:09:26,000 --> 00:09:26,028 He was kind of telling me 256 00:09:27,000 --> 00:09:28,010 they were a little too fancy. 257 00:09:28,012 --> 00:09:30,019 And so, you know, I think he's looking at me 258 00:09:30,021 --> 00:09:32,027 like I'm not really ready for the job. 259 00:09:32,029 --> 00:09:34,001 [rock music] 260 00:09:34,003 --> 00:09:36,005 - First, we're going to pack up this. 261 00:09:36,007 --> 00:09:37,020 I'll do this on my own. - Okay. 262 00:09:37,022 --> 00:09:39,017 - So you can see how it's done. 263 00:09:39,019 --> 00:09:42,022 Bring your blanket up, get your tape, tape around, 264 00:09:42,024 --> 00:09:44,003 and then follow it around, 265 00:09:44,005 --> 00:09:46,012 throw it over the top, move quickly. 266 00:09:46,014 --> 00:09:47,020 If you're out here for too long, 267 00:09:47,022 --> 00:09:49,028 you're gonna cost your client more money. 268 00:09:50,000 --> 00:09:51,009 - Chris obviously knows what he's doing. 269 00:09:51,011 --> 00:09:52,025 The way he approaches the training 270 00:09:52,027 --> 00:09:53,029 is very thorough. 271 00:09:54,001 --> 00:09:56,009 - A little trick to the trade with this, 272 00:09:56,011 --> 00:09:58,003 put it where you got your tape, 273 00:09:58,005 --> 00:09:59,012 and it doesn't move on you. 274 00:09:59,014 --> 00:10:02,002 ♪ ♪ 275 00:10:02,004 --> 00:10:04,009 - Wow. 276 00:10:04,011 --> 00:10:06,009 Chris is so fast at wrapping. 277 00:10:06,011 --> 00:10:08,011 Like I was mind blown when I watched him do it. 278 00:10:08,013 --> 00:10:10,023 ♪ ♪ 279 00:10:10,025 --> 00:10:13,011 - That's what it should look like. 280 00:10:13,013 --> 00:10:15,012 - Ooh. 281 00:10:15,014 --> 00:10:17,003 I've never really done a moving job. 282 00:10:17,005 --> 00:10:18,021 I started out hauling junk. 283 00:10:18,023 --> 00:10:20,019 We added moving much later in the business. 284 00:10:20,021 --> 00:10:22,011 So I'll see how I do. 285 00:10:22,013 --> 00:10:23,011 - Go ahead and wrap that one up. 286 00:10:23,013 --> 00:10:25,000 Let's see what you got here. 287 00:10:25,002 --> 00:10:28,014 - How do you get this thing? Oh. 288 00:10:29,018 --> 00:10:32,007 [suspenseful music] 289 00:10:32,009 --> 00:10:35,016 ♪ ♪ 290 00:10:35,018 --> 00:10:38,003 - If it's not tight, it's not securing. 291 00:10:38,005 --> 00:10:41,017 You're not sweating yet. You're not moving fast enough. 292 00:10:41,019 --> 00:10:43,012 The biggest thing here is speed. 293 00:10:43,014 --> 00:10:46,010 - This thing doesn't... 294 00:10:46,012 --> 00:10:49,008 - But Freddy is slow. 295 00:10:49,010 --> 00:10:50,008 - Oh. 296 00:10:50,010 --> 00:10:53,000 ♪ ♪ 297 00:10:53,002 --> 00:10:54,004 - If he wants to be a HUNK, 298 00:10:54,006 --> 00:10:55,010 he's really gonna have to step it up. 299 00:10:55,012 --> 00:10:56,011 From now on, I'm gonna be keeping 300 00:10:56,013 --> 00:10:57,017 a real close eye on him. 301 00:10:57,019 --> 00:10:58,017 I got it. - You got it? 302 00:10:58,019 --> 00:10:59,025 - And I hope he gets better, 303 00:10:59,027 --> 00:11:01,026 'cause otherwise he's gone. 304 00:11:01,028 --> 00:11:03,005 - Oh. 305 00:11:03,007 --> 00:11:04,013 It's not an easy job. 306 00:11:04,015 --> 00:11:05,029 This guy's got me running in circles. 307 00:11:06,001 --> 00:11:08,007 I'm slipping, I'm tired, 308 00:11:08,009 --> 00:11:10,010 and we haven't even really finished the job yet. 309 00:11:10,012 --> 00:11:12,012 So first day is no joke. 310 00:11:12,014 --> 00:11:15,013 [light music] 311 00:11:15,015 --> 00:11:17,014 - There you go. There you go. - Yeah, man. 312 00:11:17,016 --> 00:11:20,019 It seems like a lot to do for, you know, just one TV, huh? 313 00:11:20,021 --> 00:11:22,015 Have you damaged stuff before? 314 00:11:22,017 --> 00:11:23,028 - Yeah. I had a job 315 00:11:24,000 --> 00:11:27,000 where I lost out on, like, about $900 in tips. 316 00:11:27,002 --> 00:11:28,021 - Ooh. 317 00:11:28,023 --> 00:11:30,001 - It was because of a TV. 318 00:11:30,003 --> 00:11:31,008 It hurt my family, 319 00:11:31,010 --> 00:11:32,024 because I ended up losing a lot of money. 320 00:11:32,026 --> 00:11:34,019 Six months down the road, and I'm still paying on it. 321 00:11:34,021 --> 00:11:36,025 - So even if it's a, like, accident, 322 00:11:36,027 --> 00:11:38,024 it still comes out of your tips? 323 00:11:38,026 --> 00:11:42,001 - Yes. Fully, everything is our responsibility. 324 00:11:42,003 --> 00:11:43,012 - Tips are a big part of the way 325 00:11:43,014 --> 00:11:45,024 that HUNKS get compensated. 326 00:11:45,026 --> 00:11:46,029 So it's something that we need to look at, 327 00:11:47,001 --> 00:11:48,011 because the people that are out there 328 00:11:48,013 --> 00:11:49,026 working and busting their butts 329 00:11:49,028 --> 00:11:50,029 shouldn't be penalized for things 330 00:11:51,001 --> 00:11:52,012 that are out of their control. 331 00:11:52,014 --> 00:11:53,018 - Go ahead and hop in. 332 00:11:53,020 --> 00:11:54,020 We're gonna head off to the destination. 333 00:11:54,022 --> 00:11:56,004 - All right. 334 00:11:56,006 --> 00:11:58,005 [upbeat music] 335 00:11:58,007 --> 00:12:00,007 - And away we go. 336 00:12:00,009 --> 00:12:04,021 ♪ ♪ 337 00:12:04,023 --> 00:12:06,006 - I could tell by the way you train me, 338 00:12:06,008 --> 00:12:07,016 like, you don't mess around. 339 00:12:07,018 --> 00:12:09,006 You're intimidating. - [laughs] 340 00:12:09,008 --> 00:12:10,019 - Where does that come from? 341 00:12:10,021 --> 00:12:13,009 - I was in the military for four years. 342 00:12:13,011 --> 00:12:15,025 I actually spent time over in Iraq. 343 00:12:15,027 --> 00:12:19,009 - Wow. - I was hit by an IED, 344 00:12:19,011 --> 00:12:21,005 an improvised explosive device. 345 00:12:21,007 --> 00:12:22,023 [solemn music] 346 00:12:22,025 --> 00:12:24,006 - Oh, my God. 347 00:12:24,008 --> 00:12:26,017 - It blew off a good portion of the front of my Humvee. 348 00:12:26,019 --> 00:12:27,024 It messed up my gunner's hatch, 349 00:12:27,026 --> 00:12:29,012 and I was the gunner. - No way. 350 00:12:29,014 --> 00:12:32,001 - I have shrapnel in my face and my shoulder. 351 00:12:32,003 --> 00:12:33,016 - What? 352 00:12:33,018 --> 00:12:35,015 - I was actually very lucky with my life that day. 353 00:12:35,017 --> 00:12:37,024 It's kind of actually hard to talk about, in a sense too, 354 00:12:37,026 --> 00:12:39,013 'cause I get, like, to the nitty-gritty 355 00:12:39,015 --> 00:12:41,006 of emotions of it. It's... 356 00:12:41,008 --> 00:12:43,012 - Man, that's--you're like a real hero, man. 357 00:12:43,014 --> 00:12:45,004 It's not every day you get to ride in a truck 358 00:12:45,006 --> 00:12:46,028 with, like, a true hero, 359 00:12:47,000 --> 00:12:49,015 someone that's been injured serving our country. 360 00:12:49,017 --> 00:12:51,001 So it really means a lot. 361 00:12:51,003 --> 00:12:54,011 ♪ ♪ 362 00:12:54,013 --> 00:12:55,025 [upbeat music] 363 00:12:55,027 --> 00:12:57,008 We're here? This is it? - Yep. 364 00:12:57,010 --> 00:12:59,007 - I don't think Chris is that impressed with me, 365 00:12:59,009 --> 00:13:00,019 which, you know, I don't blame him. 366 00:13:00,021 --> 00:13:02,004 I'm pretty rusty. 367 00:13:02,006 --> 00:13:03,016 So now I'm gonna up my game. 368 00:13:03,018 --> 00:13:05,026 I'm gonna work harder. I'm gonna work faster, 369 00:13:05,028 --> 00:13:08,007 and I'm gonna prove to Chris and myself 370 00:13:08,009 --> 00:13:10,028 that I'm quality HUNK material. 371 00:13:11,000 --> 00:13:13,000 ♪ ♪ 372 00:13:13,002 --> 00:13:14,018 All right, I'm gonna go fast. 373 00:13:14,020 --> 00:13:16,002 I got it. - You got it? 374 00:13:16,004 --> 00:13:18,028 - Yep. - Come on, let's go, let's go. 375 00:13:19,000 --> 00:13:20,015 - Okay. I'm warming up a little. 376 00:13:20,017 --> 00:13:23,019 - There you go. 377 00:13:23,021 --> 00:13:25,024 - Watch it. - Oh, no! 378 00:13:25,026 --> 00:13:28,008 Oh. [rattling] 379 00:13:28,010 --> 00:13:31,000 My bad. My bad. - Yeah. 380 00:13:31,002 --> 00:13:32,028 - I didn't know there was something else there. 381 00:13:33,000 --> 00:13:34,007 - It's a simple accident, 382 00:13:34,009 --> 00:13:36,023 but at the same time, he could cost us. 383 00:13:36,025 --> 00:13:38,016 All that scratching on the edges right there, 384 00:13:38,018 --> 00:13:40,027 depending on the customer, we just costed us 385 00:13:40,029 --> 00:13:43,002 whatever that's gonna cost to replace that. 386 00:13:43,004 --> 00:13:45,005 - What is it? - It's a tabletop. 387 00:13:45,007 --> 00:13:46,027 We could literally lose out on a couple hundred dollars 388 00:13:46,029 --> 00:13:48,008 because of this. 389 00:13:48,010 --> 00:13:49,000 ♪ ♪ 390 00:13:58,016 --> 00:14:00,023 - So today is my first day on the job. 391 00:14:00,025 --> 00:14:02,025 I was moving fast, I was running, 392 00:14:02,027 --> 00:14:04,015 I was freezing cold, and all of a sudden, like, 393 00:14:04,017 --> 00:14:06,001 I went to pull something, 394 00:14:06,003 --> 00:14:08,027 and I just heard this thing smash on the ground. 395 00:14:08,029 --> 00:14:10,026 - Watch it. 396 00:14:10,028 --> 00:14:13,009 - Oh. [rattling] 397 00:14:13,011 --> 00:14:14,027 I can't believe I've dropped something at the end. 398 00:14:14,029 --> 00:14:16,001 - We just costed us 399 00:14:16,003 --> 00:14:17,020 whatever that's gonna cost to replace that. 400 00:14:17,022 --> 00:14:18,025 - Sorry. 401 00:14:18,027 --> 00:14:19,025 I really like Chris. 402 00:14:19,027 --> 00:14:22,013 So I feel like I let him down. 403 00:14:22,015 --> 00:14:24,009 [upbeat music] 404 00:14:24,011 --> 00:14:25,021 - That's it for the day. - Okay. 405 00:14:25,023 --> 00:14:27,027 - We're gonna head back to the office now. 406 00:14:28,000 --> 00:14:33,016 ♪ ♪ 407 00:14:33,018 --> 00:14:35,003 How do you feel about how it went today? 408 00:14:35,005 --> 00:14:37,016 - Man, it was--it was hard. 409 00:14:37,018 --> 00:14:39,007 - I would just say that you're definitely 410 00:14:39,009 --> 00:14:40,021 a good candidate for a Wingman, 411 00:14:40,023 --> 00:14:43,001 and you could, you know, do the same thing I did. 412 00:14:43,003 --> 00:14:45,002 I came in here, and I went 413 00:14:45,004 --> 00:14:48,002 from Wingman to Captain in six months. 414 00:14:48,004 --> 00:14:51,006 And that's why I stick to my guns with this company. 415 00:14:51,008 --> 00:14:52,015 - So what does this job mean to you? 416 00:14:52,017 --> 00:14:55,000 - It means stability for my family, honestly. 417 00:14:55,002 --> 00:14:56,021 - You have how many kids? - Four kids. 418 00:14:56,023 --> 00:14:58,015 And I have a baby girl on the way. 419 00:14:58,017 --> 00:15:00,004 - Wow. Those are a lot of mouths to feed. 420 00:15:00,006 --> 00:15:03,001 - Having this job, it's a blessing, honestly. 421 00:15:03,003 --> 00:15:04,012 Because if I didn't have this job, 422 00:15:04,014 --> 00:15:05,020 we would not have a home. 423 00:15:05,022 --> 00:15:07,027 I started here right after COVID started, 424 00:15:07,029 --> 00:15:09,004 and that's been a tipping point. 425 00:15:09,006 --> 00:15:11,022 About six months prior, my wife, my kids, 426 00:15:11,024 --> 00:15:13,026 and I were all homeless. - Wow. 427 00:15:13,028 --> 00:15:15,026 - We were homeless for six months. 428 00:15:15,028 --> 00:15:19,021 We were actually put up graciously by a church family, 429 00:15:19,023 --> 00:15:23,026 and they let us stay in the church at night. 430 00:15:23,028 --> 00:15:30,013 It's really hard to live with that, to know that... 431 00:15:30,015 --> 00:15:32,001 as a father, 432 00:15:32,003 --> 00:15:34,022 you've kind of failed every now and then. 433 00:15:34,024 --> 00:15:38,008 - I don't think anything about you is a failure. 434 00:15:38,010 --> 00:15:41,009 You said that word, and it's like--man, to me, 435 00:15:41,011 --> 00:15:42,018 it's the exact opposite. 436 00:15:42,020 --> 00:15:43,023 To do what you're doing, 437 00:15:43,025 --> 00:15:47,014 to carry that weight of being a father for those kids, 438 00:15:47,016 --> 00:15:51,002 and the way you approach the day, the work, you know, 439 00:15:51,004 --> 00:15:53,014 just from the short time I've spent with you, 440 00:15:53,016 --> 00:15:57,010 like, it's extremely inspiring for me. 441 00:15:57,012 --> 00:15:59,020 - Thank you. [chuckles] 442 00:15:59,022 --> 00:16:01,017 - I really wasn't expecting 443 00:16:01,019 --> 00:16:03,017 to feel like this going undercover. 444 00:16:03,019 --> 00:16:05,007 You know, to hear someone's story 445 00:16:05,009 --> 00:16:07,019 that's, like, been through stuff like this. 446 00:16:07,021 --> 00:16:11,002 It just hits me really hard to hear someone 447 00:16:11,004 --> 00:16:15,017 that's done so much, like serve this country, 448 00:16:15,019 --> 00:16:17,001 gives his best day in and day out. 449 00:16:17,003 --> 00:16:18,016 And the fact that even someone like that 450 00:16:18,018 --> 00:16:20,022 feels like a failure-- 451 00:16:20,024 --> 00:16:22,028 like, that guy is so far from a failure. 452 00:16:23,000 --> 00:16:26,025 He's, like, truly, truly an inspiration. 453 00:16:26,027 --> 00:16:30,021 ♪ ♪ 454 00:16:30,023 --> 00:16:33,021 [upbeat music] 455 00:16:33,023 --> 00:16:35,023 ♪ ♪ 456 00:16:35,025 --> 00:16:37,007 So how you feeling about today? 457 00:16:37,009 --> 00:16:39,023 - A little nervous, a little anxious, you know, 458 00:16:39,025 --> 00:16:41,001 I don't really know 459 00:16:41,003 --> 00:16:43,018 what exactly is gonna unfold. - Enjoy this. 460 00:16:43,020 --> 00:16:45,015 I mean, this is a once in a lifetime opportunity, really. 461 00:16:45,017 --> 00:16:47,029 It really is like those movies where you get to go back 462 00:16:48,001 --> 00:16:50,010 to high school and, like, relive some part of your life. 463 00:16:50,012 --> 00:16:52,016 I mean, you think back at all we did 464 00:16:52,018 --> 00:16:53,026 is pour our blood, sweat, 465 00:16:53,028 --> 00:16:55,006 and tears into hauling junk all day. 466 00:16:55,008 --> 00:16:56,023 - Yeah. We were grinding. 467 00:16:56,025 --> 00:16:59,005 And it's one of those things like I'm nostalgic for it, 468 00:16:59,007 --> 00:17:01,025 but I don't want to have to go do it again, you know? 469 00:17:01,027 --> 00:17:03,021 So it's gonna be tough. 470 00:17:05,018 --> 00:17:06,020 Today, I'm gonna be working 471 00:17:06,022 --> 00:17:08,029 with one of our HUNKS, Jessica, 472 00:17:09,001 --> 00:17:11,020 and we're gonna be doing junk removal. 473 00:17:11,022 --> 00:17:14,023 During COVID, junk removal has really started skyrocketing 474 00:17:14,025 --> 00:17:17,004 because people are stuck in their homes. 475 00:17:17,006 --> 00:17:19,002 The junk removal side of the business 476 00:17:19,004 --> 00:17:20,017 is what the company was founded on. 477 00:17:20,019 --> 00:17:23,006 It's one of our most profitable lines of business. 478 00:17:23,008 --> 00:17:25,010 If we're gonna make it to be a billion-dollar brand, 479 00:17:25,012 --> 00:17:28,013 junk removal has to be at the cornerstone of it. 480 00:17:28,015 --> 00:17:30,017 ♪ ♪ 481 00:17:30,019 --> 00:17:33,020 Hey, how's it going? I'm Ryan, Ryan Davenport. 482 00:17:33,022 --> 00:17:36,019 You must be Jessica. 483 00:17:36,021 --> 00:17:38,005 Lovely weather we're having here. 484 00:17:38,007 --> 00:17:40,021 Lovely weather. 485 00:17:40,023 --> 00:17:42,028 This looks like a HUNKS headquarters. 486 00:17:43,000 --> 00:17:45,021 ♪ ♪ 487 00:17:45,023 --> 00:17:48,010 [quirky music] 488 00:17:48,012 --> 00:17:49,010 Jessica? 489 00:17:49,012 --> 00:17:50,022 - Yep. - Ryan. 490 00:17:50,024 --> 00:17:53,012 - Nice to meet you. - Nice to meet you. 491 00:17:53,014 --> 00:17:54,029 - Well, welcome to College HUNKS. 492 00:17:55,001 --> 00:17:56,009 Do you wanna go get ready for me? 493 00:17:56,011 --> 00:17:57,013 - Sure. 494 00:17:57,015 --> 00:17:58,020 Being here now, I'm looking forward 495 00:17:58,022 --> 00:18:01,004 to getting onto a real junk removal job 496 00:18:01,006 --> 00:18:03,024 and seeing if I still got what it takes to be a HUNK. 497 00:18:03,026 --> 00:18:05,003 ♪ ♪ 498 00:18:05,005 --> 00:18:06,009 - All righty. Let's go. 499 00:18:06,011 --> 00:18:07,019 - All right. 500 00:18:07,021 --> 00:18:10,007 ♪ ♪ 501 00:18:10,009 --> 00:18:12,025 - All right, I think we are here. 502 00:18:12,027 --> 00:18:14,006 - Four stories? 503 00:18:14,008 --> 00:18:17,014 I was hoping for a drive-up garage. 504 00:18:17,016 --> 00:18:20,011 Should we maybe load all this into the elevator or... 505 00:18:20,013 --> 00:18:22,007 - Uh, no. We're going down the stairs. 506 00:18:22,009 --> 00:18:24,013 ♪ ♪ 507 00:18:24,015 --> 00:18:25,022 - Oh, okay. 508 00:18:25,024 --> 00:18:27,009 It's been 15 years since I've lifted 509 00:18:27,011 --> 00:18:29,000 a piece of furniture in that manner. 510 00:18:29,002 --> 00:18:30,006 Now what? - Tilt that way. 511 00:18:30,008 --> 00:18:31,019 Slowly to your right. 512 00:18:31,021 --> 00:18:33,013 - Let alone down flights of stairs. 513 00:18:33,015 --> 00:18:35,003 [grunts] 514 00:18:35,005 --> 00:18:37,028 ♪ ♪ 515 00:18:38,000 --> 00:18:41,004 This is ten times harder than the boardroom. 516 00:18:41,006 --> 00:18:42,015 - You got it? 517 00:18:42,017 --> 00:18:43,024 - Yeah. - [chuckles] 518 00:18:43,026 --> 00:18:44,024 ♪ ♪ 519 00:18:44,026 --> 00:18:46,009 Okay. 520 00:18:46,011 --> 00:18:47,019 ♪ ♪ 521 00:18:47,021 --> 00:18:50,008 Ooh. Goodness. - [laughs] 522 00:18:50,010 --> 00:18:52,003 The big thing that made me laugh was Ryan 523 00:18:52,005 --> 00:18:54,019 being completely exhausted halfway through the job. 524 00:18:54,021 --> 00:18:56,005 [laughs] 525 00:18:56,007 --> 00:18:59,005 - Let's take a quick rest. All right. 526 00:18:59,007 --> 00:19:00,020 - We had to take a couple breaks. 527 00:19:00,022 --> 00:19:04,007 - Let's take a rest. 528 00:19:04,009 --> 00:19:05,014 She was running circles around me. 529 00:19:05,016 --> 00:19:07,009 She was the pro HUNK out there. 530 00:19:07,011 --> 00:19:11,005 ♪ ♪ 531 00:19:11,007 --> 00:19:12,021 - All right, let's go. - Awesome. 532 00:19:12,023 --> 00:19:14,025 ♪ ♪ 533 00:19:14,027 --> 00:19:18,000 Is it kind of interesting or different being a female 534 00:19:18,002 --> 00:19:19,007 when you see the name's Collage HUNKS? 535 00:19:19,009 --> 00:19:20,027 - I do show up to customers' houses, 536 00:19:20,029 --> 00:19:23,015 and they expect a HUNK, and sometimes customers 537 00:19:23,017 --> 00:19:25,013 don't think you can do the job. 538 00:19:25,015 --> 00:19:27,002 - Interesting. 539 00:19:27,004 --> 00:19:29,012 - And I love showing people that women can do this job. 540 00:19:29,014 --> 00:19:32,017 I like the fact of being able to all work alongside men 541 00:19:32,019 --> 00:19:34,014 that are younger than me and show them up 542 00:19:34,016 --> 00:19:36,026 'cause then it pushes them to do harder. 543 00:19:36,028 --> 00:19:38,014 - I think a lot of people just assume that HUNKS 544 00:19:38,016 --> 00:19:39,025 has to be male, 545 00:19:39,027 --> 00:19:42,003 and it's not about being male or female. 546 00:19:42,005 --> 00:19:44,003 We redefined what HUNK stands for. 547 00:19:44,005 --> 00:19:46,002 It's "Honest, Uniform, Nice, and Knowledgeable." 548 00:19:46,004 --> 00:19:48,014 And Jessica is definitely the definition of a HUNK. 549 00:19:48,016 --> 00:19:49,028 ♪ ♪ 550 00:19:50,000 --> 00:19:52,002 - So we're pretty much gonna empty out this truck. 551 00:19:52,004 --> 00:19:54,005 We do like to keep things, and we'll put it over here. 552 00:19:54,007 --> 00:19:57,022 On the occasion that you find trash and it's not reusable, 553 00:19:57,024 --> 00:19:59,001 you throw it in the trash. 554 00:19:59,003 --> 00:20:00,005 Dig in. 555 00:20:00,007 --> 00:20:02,015 ♪ ♪ 556 00:20:02,017 --> 00:20:04,010 - Metal? - Yep, metal. 557 00:20:04,012 --> 00:20:05,017 ♪ ♪ 558 00:20:05,019 --> 00:20:06,024 - Trash? 559 00:20:06,026 --> 00:20:08,023 - That I would save over there just so we can go through it 560 00:20:08,025 --> 00:20:10,001 and make sure that there's not anything 561 00:20:10,003 --> 00:20:11,025 that could be usable in it. 562 00:20:11,027 --> 00:20:14,003 I look through everything 'cause you never know. 563 00:20:14,005 --> 00:20:15,018 All the stuff we're bringing back here 564 00:20:15,020 --> 00:20:19,006 can be given to organizations that can actually use it. 565 00:20:19,008 --> 00:20:21,001 So, like, all this stuff, as you can see, 566 00:20:21,003 --> 00:20:22,004 there's a lot of good furniture, 567 00:20:22,006 --> 00:20:23,015 a lot of usable items, you know. 568 00:20:23,017 --> 00:20:25,022 I sort through this mostly because 569 00:20:25,024 --> 00:20:28,006 different organizations only take certain items. 570 00:20:28,008 --> 00:20:29,026 If you have somebody that needs kitchen utensils 571 00:20:29,028 --> 00:20:31,002 or silverware, you could-- 572 00:20:31,004 --> 00:20:32,017 you know where you're going to get it. 573 00:20:32,019 --> 00:20:35,001 - So this isn't part of, like, the franchise model... 574 00:20:35,003 --> 00:20:36,006 - No. - Per se? 575 00:20:36,008 --> 00:20:37,028 - So none of the other College HUNKS 576 00:20:38,000 --> 00:20:40,018 do what we're doing here, as far as sorting the items out 577 00:20:40,020 --> 00:20:42,024 and making sure that they get donated. 578 00:20:42,026 --> 00:20:45,005 A lot of them actually go to the big dump every day, 579 00:20:45,007 --> 00:20:46,021 and they just dump it all. 580 00:20:46,023 --> 00:20:48,004 So I kind of would love 581 00:20:48,006 --> 00:20:50,004 for the company to adopt this system. 582 00:20:50,006 --> 00:20:52,009 ♪ ♪ 583 00:20:52,011 --> 00:20:54,000 - It's a brilliant idea what Jessica's done. 584 00:20:54,002 --> 00:20:57,019 She's taken the initiative to create a sorting process 585 00:20:57,021 --> 00:20:58,026 to really sort the items 586 00:20:58,028 --> 00:21:00,022 as they're coming back to the shop 587 00:21:00,024 --> 00:21:03,010 to help them to ensure that items are being donated 588 00:21:03,012 --> 00:21:05,012 before they're being disposed of. 589 00:21:05,014 --> 00:21:09,017 - It's a great way of getting half-used stuff 590 00:21:09,019 --> 00:21:12,006 and giving it away to somebody that really needs it, you know. 591 00:21:12,008 --> 00:21:13,019 ♪ ♪ 592 00:21:13,021 --> 00:21:16,015 - I've always questioned the financial feasibility 593 00:21:16,017 --> 00:21:19,006 of the sorting and donating, but it's giving me the idea 594 00:21:19,008 --> 00:21:20,013 that there's an opportunity here 595 00:21:20,015 --> 00:21:22,022 that we need to look further into. 596 00:21:22,024 --> 00:21:24,000 announcer: Coming up, 597 00:21:24,002 --> 00:21:26,000 Nick faces some harsh realities. 598 00:21:26,002 --> 00:21:28,004 - There was a shooting out there today. 599 00:21:28,006 --> 00:21:30,025 - A shooting today? - Mm-hmm. 600 00:21:30,027 --> 00:21:33,009 announcer: And Omar battles to keep his cover. 601 00:21:33,011 --> 00:21:34,025 - You look very familiar. 602 00:21:34,027 --> 00:21:36,000 ♪ ♪ 603 00:21:45,028 --> 00:21:46,025 [upbeat music] 604 00:21:46,027 --> 00:21:48,007 - Today, I'm in St. Louis, Missouri, 605 00:21:48,009 --> 00:21:49,004 with one of our HUNKS. 606 00:21:49,006 --> 00:21:50,015 We're doing junk removal. 607 00:21:50,017 --> 00:21:51,024 - I look through everything 608 00:21:51,026 --> 00:21:54,005 'cause somebody's trash is another person's treasure. 609 00:21:54,007 --> 00:21:57,000 - I was really impressed with Jessica taking the initiative 610 00:21:57,002 --> 00:22:00,012 to create a process to sort and donate items. 611 00:22:00,014 --> 00:22:02,021 Somebody like Jessica is exactly what this company 612 00:22:02,023 --> 00:22:04,006 needs to continue growing 613 00:22:04,008 --> 00:22:06,018 as we look to become a billion-dollar brand. 614 00:22:06,020 --> 00:22:09,004 - All righty, that's it. 615 00:22:09,006 --> 00:22:11,004 So I don't know if you would like to, 616 00:22:11,006 --> 00:22:12,012 but I'm about to go meet up 617 00:22:12,014 --> 00:22:14,009 with my partner and my children, 618 00:22:14,011 --> 00:22:15,023 if you'd like to come to have some dinner with us. 619 00:22:15,025 --> 00:22:17,013 - I've worked up an appetite. I'd love to. 620 00:22:17,015 --> 00:22:18,027 - All right, let's go. 621 00:22:18,029 --> 00:22:21,027 [soft music] 622 00:22:21,029 --> 00:22:23,029 ♪ ♪ 623 00:22:24,001 --> 00:22:25,014 Hey, John. - Hi. 624 00:22:25,016 --> 00:22:26,015 - Hi, kids. 625 00:22:26,017 --> 00:22:28,012 Ryan, this is John. 626 00:22:28,014 --> 00:22:30,014 - Nice to meet you. - We've got Laci and Levi. 627 00:22:30,016 --> 00:22:32,013 - Hey, Levi. John, nice to meet you. 628 00:22:32,015 --> 00:22:33,025 - Nice to meet you, bud. 629 00:22:33,027 --> 00:22:37,003 - What are you coloring, Laci? Ooh, it's purple, huh? 630 00:22:37,005 --> 00:22:38,020 That's my daughter's favorite color. 631 00:22:38,022 --> 00:22:40,006 - [laughs] 632 00:22:40,008 --> 00:22:41,016 - You guys live near here? 633 00:22:41,018 --> 00:22:43,017 - We actually live in a rougher part 634 00:22:43,019 --> 00:22:45,008 of the St. Louis area. 635 00:22:45,010 --> 00:22:47,016 - When you say rough, like what kind of rough? 636 00:22:47,018 --> 00:22:50,024 - There was a shooting out there today at our house. 637 00:22:50,026 --> 00:22:53,016 - A shooting today? - Yes. 638 00:22:53,018 --> 00:22:56,026 A gentleman decided to let out on a automatic rifle 639 00:22:56,028 --> 00:22:58,000 out the back of his door. 640 00:22:58,002 --> 00:22:59,023 - An automatic rifle? - Mm-hmm. 641 00:22:59,025 --> 00:23:01,007 - It was actually right outside our back door, 642 00:23:01,009 --> 00:23:03,000 right outside the gate where they play. 643 00:23:03,002 --> 00:23:04,012 - Oh, my God. 644 00:23:04,014 --> 00:23:05,028 [dramatic music] 645 00:23:06,000 --> 00:23:07,000 - It happens all the time. 646 00:23:07,002 --> 00:23:08,007 - How do you even feel safe? 647 00:23:08,009 --> 00:23:09,025 - You definitely have to watch your back. 648 00:23:09,027 --> 00:23:12,014 - We have a two-by-four that keeps our back door locked. 649 00:23:12,016 --> 00:23:15,009 And the front door is actually a steel cage 650 00:23:15,011 --> 00:23:17,000 bolted to the frame. 651 00:23:17,002 --> 00:23:19,005 - My God. 652 00:23:19,007 --> 00:23:21,003 To hear Jessica talk about her living situation 653 00:23:21,005 --> 00:23:23,014 made me speechless; it was like a punch to my gut. 654 00:23:23,016 --> 00:23:25,008 I look at her daughter and see my daughter, 655 00:23:25,010 --> 00:23:26,025 and where her kids are growing up 656 00:23:26,027 --> 00:23:29,002 is not the type of environment any child 657 00:23:29,004 --> 00:23:30,018 should have to grow up in. 658 00:23:30,020 --> 00:23:32,020 To fear for even just walking outside, 659 00:23:32,022 --> 00:23:34,022 I just can't even imagine it. 660 00:23:34,024 --> 00:23:36,017 [soft music] 661 00:23:36,019 --> 00:23:37,027 Hey, buddy. 662 00:23:37,029 --> 00:23:39,027 Hey, you got some mac and cheese? 663 00:23:39,029 --> 00:23:42,015 - It looks like he's really interested in you. 664 00:23:42,017 --> 00:23:46,012 - They believe he has a form of autism. 665 00:23:46,014 --> 00:23:48,017 Struggle with finding the right care. 666 00:23:48,019 --> 00:23:51,000 There's a whole world of help 667 00:23:51,002 --> 00:23:53,015 that I could get if he was legally diagnosed. 668 00:23:53,017 --> 00:23:56,005 - And what's been the challenge to getting that diagnosis? 669 00:23:56,007 --> 00:23:58,028 - It causes for a specialist to see him. 670 00:23:59,000 --> 00:24:01,013 Specialists aren't covered by regular insurance. 671 00:24:01,015 --> 00:24:03,028 So now we're just kind of going with the motions with him 672 00:24:04,000 --> 00:24:07,010 until we figure out what we can do. 673 00:24:07,012 --> 00:24:10,004 - Jessica's son needs some medical support. 674 00:24:10,006 --> 00:24:11,029 You know, there's help out there for kids. 675 00:24:12,001 --> 00:24:14,013 And the sooner that those kids can get attention 676 00:24:14,015 --> 00:24:15,026 and counseling, 677 00:24:15,028 --> 00:24:18,020 the better that they can cope throughout their lives. 678 00:24:18,022 --> 00:24:20,001 How do you maintain 679 00:24:20,003 --> 00:24:23,000 such a sort of positive disposition about life? 680 00:24:23,002 --> 00:24:25,016 - I've been at rock bottom, and I know what it feels like, 681 00:24:25,018 --> 00:24:27,013 and now, the only way is up. 682 00:24:27,015 --> 00:24:28,028 - The problems I thought I had in life 683 00:24:29,001 --> 00:24:30,021 are minuscule in comparison 684 00:24:30,023 --> 00:24:32,010 to what Jessica's dealing with. 685 00:24:32,012 --> 00:24:34,024 This was really eye-opening for me to hear her story. 686 00:24:34,026 --> 00:24:36,006 Well, guys, this was a pleasure. 687 00:24:36,008 --> 00:24:38,027 I appreciate you inviting me to meet your family. 688 00:24:38,029 --> 00:24:40,005 - Right. Yeah, definitely. - I appreciate it. 689 00:24:40,007 --> 00:24:41,008 Thank you so much. - You have a good one. 690 00:24:41,010 --> 00:24:42,009 - You guys have a great night. 691 00:24:42,011 --> 00:24:44,009 Bye-bye. - Bye. 692 00:24:44,011 --> 00:24:46,020 - The only silver lining about me hearing her story 693 00:24:46,022 --> 00:24:48,006 is I might be in a position to help her 694 00:24:48,008 --> 00:24:50,001 with some of the things she's dealing with. 695 00:24:52,003 --> 00:24:53,022 [soft music] 696 00:24:53,024 --> 00:24:56,013 [sighing] 697 00:24:56,015 --> 00:24:58,000 I'm exhausted. 698 00:24:58,002 --> 00:24:59,020 - There he is. - Yo. 699 00:24:59,022 --> 00:25:01,013 - What's up, bud? You look beat. 700 00:25:01,015 --> 00:25:03,001 - I'm beat. 701 00:25:03,003 --> 00:25:05,003 Omar, bro, it was more intense than I ever imagined. 702 00:25:05,005 --> 00:25:06,029 I'll tell you. We met Jessica. 703 00:25:07,001 --> 00:25:09,006 She's got a five-year-old son with special needs, 704 00:25:09,008 --> 00:25:11,000 but she hasn't been able to get that verified 705 00:25:11,002 --> 00:25:13,006 to get the counseling that would help him. 706 00:25:13,008 --> 00:25:15,025 There was a shooting today in her apartment complex. 707 00:25:15,027 --> 00:25:17,009 - Yeah. That's crazy. 708 00:25:17,011 --> 00:25:20,001 - It was just like one situation after another, 709 00:25:20,003 --> 00:25:23,007 and yet she's got the smile on her face. She's upbeat... 710 00:25:23,009 --> 00:25:25,026 - Wow. - Proactive, resourceful. 711 00:25:25,028 --> 00:25:30,003 She is beyond the ideal definition of a HUNK. 712 00:25:30,005 --> 00:25:35,001 ♪ ♪ 713 00:25:35,003 --> 00:25:37,009 [upbeat music] 714 00:25:37,011 --> 00:25:40,012 - We're a franchise business, which means franchise owners 715 00:25:40,014 --> 00:25:42,009 are a big part of our success 716 00:25:42,011 --> 00:25:45,010 and will play a really important role as we expand. 717 00:25:45,012 --> 00:25:47,020 So today, we're in Winchester, Virginia, 718 00:25:47,022 --> 00:25:49,007 because a local franchise owner 719 00:25:49,009 --> 00:25:51,012 has got us seriously concerned 720 00:25:51,014 --> 00:25:54,016 about the way he responds to online reviews. 721 00:25:54,018 --> 00:25:56,005 - This customer said, "I gave two stars 722 00:25:56,007 --> 00:25:58,024 because the HUNK showed up, then the misery started." 723 00:25:58,026 --> 00:26:00,021 Ooh. - Did he respond? 724 00:26:00,023 --> 00:26:03,014 - Yeah. So Steve sent a response online. 725 00:26:03,016 --> 00:26:06,006 "I'm sorry we're not able to manipulate the process. 726 00:26:06,008 --> 00:26:08,009 "Your truly significant long-winded 727 00:26:08,011 --> 00:26:11,006 negative review will not change this." 728 00:26:11,008 --> 00:26:12,010 - I don't understand how someone thinks 729 00:26:12,012 --> 00:26:15,002 that's the right way to go about it. 730 00:26:15,004 --> 00:26:17,016 I don't know if I want to hear another one. 731 00:26:17,018 --> 00:26:19,008 - "Your review is a misrepresentation 732 00:26:19,010 --> 00:26:20,021 "of actual experience. 733 00:26:20,023 --> 00:26:22,011 "I would not treat my dogs in the manner 734 00:26:22,013 --> 00:26:24,018 "that your abusive, manic, psychotic husband 735 00:26:24,020 --> 00:26:28,003 treated myself and four of my employees at your home." 736 00:26:28,005 --> 00:26:29,024 - That's bad. 737 00:26:29,026 --> 00:26:31,027 - You cannot take out your frustrations 738 00:26:31,029 --> 00:26:33,027 in a public forum like this. 739 00:26:33,029 --> 00:26:35,002 The customer is not always right, 740 00:26:35,004 --> 00:26:36,025 but the customer is always the customer. 741 00:26:36,027 --> 00:26:37,028 It's unacceptable. 742 00:26:38,000 --> 00:26:40,028 [dramatic music] 743 00:26:41,000 --> 00:26:43,007 ♪ ♪ 744 00:26:43,009 --> 00:26:46,009 - We've got rules on how to respond to customers, 745 00:26:46,011 --> 00:26:48,007 how to manage social media. 746 00:26:48,009 --> 00:26:50,001 And if somebody is not doing that, 747 00:26:50,003 --> 00:26:53,006 they're putting the entire brand at jeopardy. 748 00:26:53,008 --> 00:26:55,006 So to get to the bottom of this issue, 749 00:26:55,008 --> 00:26:57,015 I'm gonna spend a day undercover with Steve. 750 00:26:57,017 --> 00:27:00,000 ♪ ♪ 751 00:27:00,002 --> 00:27:01,001 How you doing? Steve? 752 00:27:01,003 --> 00:27:02,006 - Hey. - Hey. Freddy. 753 00:27:02,008 --> 00:27:04,011 - Hey, how you doing, man? - How you doing? 754 00:27:04,013 --> 00:27:07,007 My biggest fear going into this was getting found out. 755 00:27:07,009 --> 00:27:08,017 - Come on in. 756 00:27:08,019 --> 00:27:10,022 - So my heart started racing when I spotted 757 00:27:10,024 --> 00:27:14,013 an old photo of me standing next to Steve. 758 00:27:14,015 --> 00:27:18,025 ♪ ♪ 759 00:27:18,027 --> 00:27:20,008 - So, Freddy, tell me a bit about yourself. 760 00:27:20,010 --> 00:27:22,023 - Well, I'm from New York. I lost my job. 761 00:27:22,025 --> 00:27:25,006 I'm looking to start over. - I hear you. 762 00:27:25,008 --> 00:27:26,021 Okay. - Start fresh. 763 00:27:26,023 --> 00:27:28,022 - I kind of first looked him, second looked him, 764 00:27:28,024 --> 00:27:31,012 and it was his eye that kind of got me thinking, 765 00:27:31,014 --> 00:27:33,021 "Hmm, what's this guy with the eye going on?" 766 00:27:33,023 --> 00:27:35,022 So you've worked in the restaurant industry, right? 767 00:27:35,024 --> 00:27:37,001 I mean-- - Yeah. 768 00:27:37,003 --> 00:27:38,014 I've done, you know, the bar industry, 769 00:27:38,016 --> 00:27:41,028 I've broken up fights, I took a beer bottle to the-- 770 00:27:42,000 --> 00:27:43,009 to the head breaking up a fight up there, 771 00:27:43,011 --> 00:27:44,029 and so I know how to work hard. 772 00:27:45,001 --> 00:27:47,016 ♪ ♪ 773 00:27:47,018 --> 00:27:49,028 - Well, I'll tell you what. 774 00:27:50,000 --> 00:27:51,016 You look very familiar. 775 00:27:51,018 --> 00:27:55,010 [dramatic music] 776 00:27:55,012 --> 00:27:57,003 - How familiar? 777 00:27:57,005 --> 00:27:58,017 - You just look like somebody I know. 778 00:27:58,019 --> 00:28:01,004 ♪ ♪ 779 00:28:01,006 --> 00:28:03,007 - Me? - Yes. 780 00:28:03,009 --> 00:28:04,028 ♪ ♪ 781 00:28:14,019 --> 00:28:15,028 [dramatic music] 782 00:28:16,000 --> 00:28:17,003 - Come on in. 783 00:28:17,005 --> 00:28:18,022 - My biggest fear going into this 784 00:28:18,024 --> 00:28:20,017 was getting found out. 785 00:28:20,019 --> 00:28:22,006 - You look very familiar. 786 00:28:22,008 --> 00:28:23,026 ♪ ♪ 787 00:28:23,028 --> 00:28:26,010 You kind of look like Omar Soliman. 788 00:28:26,012 --> 00:28:29,005 - You got me. - [laughing] 789 00:28:29,007 --> 00:28:29,027 You know, I thought I was gonna be 790 00:28:29,029 --> 00:28:30,028 a good method actor, 791 00:28:31,000 --> 00:28:32,014 but he had the drop on me. 792 00:28:32,016 --> 00:28:34,001 Steve, the reason that we're here... 793 00:28:34,003 --> 00:28:35,010 - Yes. - And doing this undercover 794 00:28:35,012 --> 00:28:36,029 is because some things came to light about reviews... 795 00:28:37,001 --> 00:28:38,003 - Right. 796 00:28:38,005 --> 00:28:40,002 - And also your response to the reviews. 797 00:28:40,004 --> 00:28:41,024 - Mm-hmm. - We all get negative reviews. 798 00:28:41,026 --> 00:28:43,009 It's just, how do we handle the response? 799 00:28:43,011 --> 00:28:45,028 You know, Nick and I were sitting in the hotel room, 800 00:28:46,000 --> 00:28:47,019 like, jaw on the floor. 801 00:28:47,021 --> 00:28:50,001 - Those were older reviews. 802 00:28:50,003 --> 00:28:51,028 - I think there was a review from, like, a month ago. 803 00:28:52,000 --> 00:28:53,016 - It's-- - Hold on. Hold on. 804 00:28:53,018 --> 00:28:55,008 'Cause we don't want to take this franchise away, 805 00:28:55,010 --> 00:28:57,017 but it's serious, man. 806 00:28:57,019 --> 00:29:00,009 - My heart just dropped down, and I'm thinking to myself, 807 00:29:00,011 --> 00:29:02,018 "Oh, my gosh, what's going on here? 808 00:29:02,020 --> 00:29:04,010 Am I gonna lose my business?" 809 00:29:04,012 --> 00:29:07,005 - How reviews are responded to publicly is something 810 00:29:07,007 --> 00:29:09,005 that puts the brand at risk. 811 00:29:09,007 --> 00:29:14,005 - There was a few that I did that were emotional responses. 812 00:29:14,007 --> 00:29:15,007 - Do you take it personal when, like, 813 00:29:15,009 --> 00:29:17,017 a customer gets upset sometimes? 814 00:29:17,019 --> 00:29:19,023 - It can be hard to deal with. 815 00:29:19,025 --> 00:29:21,011 - You know, Nick and I, we've got to figure out 816 00:29:21,013 --> 00:29:24,007 what's the path forward, what's the solution. 817 00:29:24,009 --> 00:29:25,028 Owning this franchise is a privilege. 818 00:29:26,000 --> 00:29:27,012 It's not a right. - Yes, sir. 819 00:29:27,014 --> 00:29:30,015 I'll be honest with you, I'm a little scared to death. 820 00:29:30,017 --> 00:29:32,016 - Now that I'm actually here, I'd still like to go 821 00:29:32,018 --> 00:29:35,008 undercover with your team if that's okay. 822 00:29:35,010 --> 00:29:36,017 - It is perfect. 823 00:29:36,019 --> 00:29:38,029 - Make sure you call me Freddy and not Omar. 824 00:29:39,001 --> 00:29:40,009 - Okay. 825 00:29:40,011 --> 00:29:41,024 ♪ ♪ 826 00:29:41,026 --> 00:29:44,015 Hey, guys, this is Freddy. He's from New York. 827 00:29:44,017 --> 00:29:46,023 - Nice to meet you. - He is looking at acquiring 828 00:29:46,025 --> 00:29:51,004 a franchise or getting into our business. 829 00:29:51,006 --> 00:29:52,004 - I'm really trying to find out 830 00:29:52,006 --> 00:29:54,020 if Steve runs his business 831 00:29:54,022 --> 00:29:57,002 the way he responds to his reviews, 832 00:29:57,004 --> 00:29:58,022 which is in an aggressive manner, 833 00:29:58,024 --> 00:30:01,007 completely against company protocol. 834 00:30:02,013 --> 00:30:04,011 - So today, whatever we have... 835 00:30:04,013 --> 00:30:05,022 - Yep. - Boom, get it on the truck. 836 00:30:05,024 --> 00:30:07,007 - Okay. I was just like, 837 00:30:07,009 --> 00:30:09,011 "Oh, man, this is gonna be a tough job." 838 00:30:09,013 --> 00:30:11,010 And all of a sudden, it's like, "Boom, boom, boom." 839 00:30:11,012 --> 00:30:12,027 [upbeat music] 840 00:30:12,029 --> 00:30:15,009 I mean, those guys get in there, 841 00:30:15,011 --> 00:30:17,009 getting the job done and having fun. 842 00:30:17,011 --> 00:30:18,022 [laughter] 843 00:30:18,024 --> 00:30:20,025 - If we got a two-person thing to be moved, 844 00:30:20,027 --> 00:30:22,002 I'll help you out with that. - All right. 845 00:30:22,004 --> 00:30:24,017 They took me right in under their wing. 846 00:30:24,019 --> 00:30:26,020 Coming through! Coming through! 847 00:30:26,022 --> 00:30:28,011 These guys are awesome. 848 00:30:28,013 --> 00:30:30,001 ♪ ♪ 849 00:30:30,003 --> 00:30:32,005 They, like, are a well-oiled machine. 850 00:30:32,007 --> 00:30:33,029 They're just move in... - Good, good. 851 00:30:34,001 --> 00:30:37,005 - Always grabbing something, there's never any downtime. 852 00:30:37,007 --> 00:30:38,014 - Let go. - Whoo! 853 00:30:38,016 --> 00:30:39,021 - You know, I got to give it to Steve. 854 00:30:39,023 --> 00:30:41,000 He really has developed a great team here. 855 00:30:41,002 --> 00:30:42,006 You guys pack that good. 856 00:30:42,008 --> 00:30:45,002 - Yeah. - It looks like Tetris. 857 00:30:45,004 --> 00:30:46,003 Okay. 858 00:30:46,005 --> 00:30:47,013 - Just picking it up-- - Yeah. 859 00:30:47,015 --> 00:30:49,007 - All good, guys? 860 00:30:49,009 --> 00:30:51,011 - What I want to do now is talk to Steve's team. 861 00:30:51,013 --> 00:30:53,016 Find out what he's like as a boss. 862 00:30:53,018 --> 00:30:55,001 How's Steve to work with? 863 00:30:55,003 --> 00:30:57,000 - Steve's a good dude, man. He's a good role model. 864 00:30:57,002 --> 00:30:58,012 He's a good leader, you know what I mean? 865 00:30:58,014 --> 00:31:01,001 He'll go above and beyond for his guys--really, like... 866 00:31:01,003 --> 00:31:04,008 - So those two racks need to go downstairs. 867 00:31:04,010 --> 00:31:05,027 This fridge needs to go down. 868 00:31:05,029 --> 00:31:07,019 - Now that Steve knows who I am, 869 00:31:07,021 --> 00:31:09,013 you can tell he's really nervous. 870 00:31:09,015 --> 00:31:11,019 You know, I see him just pacing around. 871 00:31:11,021 --> 00:31:13,011 How's Steve to work for? 872 00:31:13,013 --> 00:31:15,027 - He's pretty good, yeah. I love working for him. 873 00:31:15,029 --> 00:31:17,024 And I ain't never had a boss like Steve. 874 00:31:17,026 --> 00:31:19,006 - Yeah. - Who'd do anything for you, 875 00:31:19,008 --> 00:31:20,024 to give you a shirt off his back. 876 00:31:20,026 --> 00:31:21,028 Yeah. 877 00:31:23,028 --> 00:31:25,018 - They all have glowing things to say about him. 878 00:31:25,020 --> 00:31:29,003 They truly have a lot of respect for him, 879 00:31:29,005 --> 00:31:31,004 but hearing how Steve was responding 880 00:31:31,006 --> 00:31:33,011 to those online reviews is a big, big problems. 881 00:31:33,013 --> 00:31:35,005 So I'm not sure what the path forward is yet. 882 00:31:35,007 --> 00:31:36,016 I think I need to just talk with Nick 883 00:31:36,018 --> 00:31:38,012 and then really come up with a plan. 884 00:31:43,029 --> 00:31:45,019 - Going undercover has certainly given me 885 00:31:45,021 --> 00:31:47,005 a lot of perspective. 886 00:31:47,007 --> 00:31:49,000 I think the biggest thing that I've learned is that 887 00:31:49,002 --> 00:31:50,015 this business is built with people, 888 00:31:50,017 --> 00:31:52,027 and there's a lot of heart. 889 00:31:52,029 --> 00:31:55,012 - Being undercover has been the hardest 890 00:31:55,014 --> 00:31:58,010 and also most rewarding thing I've ever done in my life. 891 00:31:58,012 --> 00:32:00,015 Meeting people, hearing stories, you know, 892 00:32:00,017 --> 00:32:01,015 learning things about the business 893 00:32:01,017 --> 00:32:03,021 that I didn't even know. 894 00:32:03,023 --> 00:32:05,005 - I've seen some things that I really love, 895 00:32:05,007 --> 00:32:06,016 and I've seen some things 896 00:32:06,018 --> 00:32:08,011 that I'm really not happy about at all. 897 00:32:08,013 --> 00:32:09,026 We're gonna have to take all of those things 898 00:32:09,028 --> 00:32:12,009 and address each one of them. 899 00:32:12,011 --> 00:32:13,018 - It was wild. 900 00:32:13,020 --> 00:32:14,029 But I'm ready to say goodbye to Freddy 901 00:32:15,001 --> 00:32:17,007 and get back to being the boss again. 902 00:32:19,029 --> 00:32:23,006 [dramatic music] 903 00:32:23,008 --> 00:32:24,026 Today, the employees and franchise owners 904 00:32:24,028 --> 00:32:27,004 who we've met have been invited to do an interview. 905 00:32:27,006 --> 00:32:28,009 - They said that it was just gonna be 906 00:32:28,011 --> 00:32:29,017 an interview with a producer. 907 00:32:29,019 --> 00:32:31,022 So I have no idea what's going on. 908 00:32:31,024 --> 00:32:33,021 - They think they're giving feedback on their time 909 00:32:33,023 --> 00:32:35,002 with Freddy and Ryan. 910 00:32:35,004 --> 00:32:37,005 - He came in with the wrong kind of shoes. 911 00:32:37,007 --> 00:32:39,025 They were nice shoes. [laughs] 912 00:32:39,027 --> 00:32:43,015 - They have no idea this is actually "Undercover Boss." 913 00:32:47,001 --> 00:32:50,000 [quirky music] 914 00:32:50,002 --> 00:32:54,020 ♪ ♪ 915 00:32:54,022 --> 00:32:56,026 - Recognize me? 916 00:32:56,028 --> 00:32:58,010 - So I'm not Freddy. 917 00:32:58,012 --> 00:32:59,025 ♪ ♪ 918 00:32:59,027 --> 00:33:02,007 My name is Omar Soliman. 919 00:33:02,009 --> 00:33:04,001 - I'm Nick Friedman. - Oh. 920 00:33:04,003 --> 00:33:05,010 - And Omar and I are the co-founders 921 00:33:05,012 --> 00:33:07,024 of College HUNKS Hauling Junk. - Wow. 922 00:33:07,026 --> 00:33:09,023 - Oh, I'm nervous as hell now. [laughs] 923 00:33:09,025 --> 00:33:13,008 - And you are on "Undercover Boss." 924 00:33:13,010 --> 00:33:15,028 - Didn't think that was gonna happen. 925 00:33:16,000 --> 00:33:19,010 announcer: Coming up, it's decision time on Steve. 926 00:33:19,012 --> 00:33:21,004 - Our core values are non-negotiable, 927 00:33:21,006 --> 00:33:23,004 and we questioned whether you are fit for this brand. 928 00:33:23,006 --> 00:33:26,029 announcer: And the bosses hand out life-changing news. 929 00:33:27,001 --> 00:33:30,026 - Never in my life did I think that something so gracious 930 00:33:30,028 --> 00:33:33,013 like that would--would come my way. 931 00:33:33,015 --> 00:33:34,000 ♪ ♪ 932 00:33:44,012 --> 00:33:46,017 - How's it going, Jessica? - Pretty good. 933 00:33:46,019 --> 00:33:49,007 - One of the things that I think really impressed me 934 00:33:49,009 --> 00:33:52,003 was your passion for donating. - Mm-hmm. 935 00:33:52,005 --> 00:33:56,007 - You've definitely shown us the true value of junk. 936 00:33:56,009 --> 00:33:57,019 - We actually got you something. 937 00:33:57,021 --> 00:33:59,019 - Oh, really? - Yeah. 938 00:33:59,021 --> 00:34:01,013 [uplifting music] 939 00:34:01,015 --> 00:34:03,006 - Oh, that's awesome. [laughs] 940 00:34:03,008 --> 00:34:05,019 - This is the first annual sustainability trophy... 941 00:34:05,021 --> 00:34:06,023 - Oh, wow. - And we're gonna be 942 00:34:06,025 --> 00:34:08,023 giving it out each year to HUNKS 943 00:34:08,025 --> 00:34:11,023 that go above and beyond when it comes to sustainability. 944 00:34:11,025 --> 00:34:13,000 - Oh, cool. - Congratulations. 945 00:34:13,002 --> 00:34:14,012 - That's outrageous. 946 00:34:14,014 --> 00:34:16,016 Thank you. I appreciate it. 947 00:34:16,018 --> 00:34:17,027 - And we're also gonna start 948 00:34:17,029 --> 00:34:20,018 a task force for sustainability. 949 00:34:20,020 --> 00:34:22,015 - Oh, awesome. Yeah, that'll be awesome. 950 00:34:22,017 --> 00:34:23,022 - We'd love for you to be the ambassador 951 00:34:23,024 --> 00:34:24,025 for that task force 952 00:34:24,027 --> 00:34:25,027 that we're gonna be putting together. 953 00:34:25,029 --> 00:34:27,027 - Thank you. I never thought that 954 00:34:27,029 --> 00:34:32,002 I would do something like that or make changes like that. 955 00:34:32,004 --> 00:34:33,021 - One of the other things that was, you know, 956 00:34:33,023 --> 00:34:36,016 really impactful was getting a chance to meet your family. 957 00:34:36,018 --> 00:34:40,008 And, you know, gosh, your... 958 00:34:40,010 --> 00:34:41,013 [stammers] 959 00:34:41,015 --> 00:34:43,004 ♪ ♪ 960 00:34:43,006 --> 00:34:45,020 [voice breaking] Your son Levi. 961 00:34:45,022 --> 00:34:46,028 ♪ ♪ 962 00:34:47,000 --> 00:34:49,017 You know, you need to try to get him the help 963 00:34:49,019 --> 00:34:51,012 and support that he needs, and you haven't been able 964 00:34:51,014 --> 00:34:54,026 to get the diagnosis for his special needs. 965 00:34:54,028 --> 00:34:55,028 - Mm-hmm. 966 00:34:56,000 --> 00:34:57,016 - You know, that obviously hit home more for me, 967 00:34:57,018 --> 00:34:58,029 having kids of my own. 968 00:34:59,001 --> 00:35:01,006 - We found a top specialist in St. Louis 969 00:35:01,008 --> 00:35:03,027 that's going to help with the diagnosis. 970 00:35:03,029 --> 00:35:05,014 - It's gonna cost, I think, about $5,000. 971 00:35:05,016 --> 00:35:06,018 We're gonna cover that. 972 00:35:06,020 --> 00:35:08,015 So it'll be above and beyond the diagnoses. 973 00:35:08,017 --> 00:35:10,011 So you have the ongoing support. 974 00:35:10,013 --> 00:35:11,024 - This will be life-changing for him. 975 00:35:11,026 --> 00:35:13,000 'Cause he's gonna be able to experience 976 00:35:13,002 --> 00:35:15,000 so much more now. 977 00:35:15,002 --> 00:35:18,007 World-changing for us. Thank you. 978 00:35:18,009 --> 00:35:19,021 - When we had dinner together, 979 00:35:19,023 --> 00:35:21,016 you had talked about having to board up the house 980 00:35:21,018 --> 00:35:23,010 to--you know, to keep your kids safe. 981 00:35:23,012 --> 00:35:25,009 - Especially 'cause the day of the filming 982 00:35:25,011 --> 00:35:28,012 there was a shooting, you know. 983 00:35:28,014 --> 00:35:31,007 And it's kind of scary to go home sometimes. 984 00:35:31,009 --> 00:35:32,014 [solemn music] 985 00:35:32,016 --> 00:35:34,020 - As a parent, the most important thing 986 00:35:34,022 --> 00:35:38,000 we want is to be able to keep our kids safe. 987 00:35:38,002 --> 00:35:40,017 - Most definitely. - And it really hit me hard 988 00:35:40,019 --> 00:35:44,022 how you've--you've struggled to make that happen. 989 00:35:44,024 --> 00:35:47,008 ♪ ♪ 990 00:35:47,010 --> 00:35:49,023 We want to give you $50,000... 991 00:35:49,025 --> 00:35:51,014 - Oh, my God. 992 00:35:51,016 --> 00:35:54,003 - To help you get a proper 993 00:35:54,005 --> 00:35:57,006 living space that's safe for your kids. 994 00:35:57,008 --> 00:36:00,005 - That'll definitely make a big difference. 995 00:36:00,007 --> 00:36:02,020 Thank you. 996 00:36:02,022 --> 00:36:05,021 I cannot believe what just happened. 997 00:36:05,023 --> 00:36:08,001 Most definitely life-changing for my family. 998 00:36:08,003 --> 00:36:09,008 And it's definitely not gonna be as rough 999 00:36:09,010 --> 00:36:11,008 as it has been for us. 1000 00:36:11,010 --> 00:36:13,003 [tense music] 1001 00:36:13,005 --> 00:36:15,007 - So, Steve, you know who we are. 1002 00:36:15,009 --> 00:36:16,017 - Yes, sir. 1003 00:36:16,019 --> 00:36:18,001 - One of the reasons we wanted to go undercover 1004 00:36:18,003 --> 00:36:20,022 is the type of conversations and arguments 1005 00:36:20,024 --> 00:36:23,008 you were having online with our clients 1006 00:36:23,010 --> 00:36:25,015 was not in line with our core values, 1007 00:36:25,017 --> 00:36:27,015 and our core values are non-negotiable. 1008 00:36:27,017 --> 00:36:29,019 And we questioned whether you are fit for this brand. 1009 00:36:29,021 --> 00:36:32,016 - I think your emotions can get the best of you sometimes. 1010 00:36:32,018 --> 00:36:34,012 And that shows in some of the communication 1011 00:36:34,014 --> 00:36:36,000 that you have with clients. 1012 00:36:36,002 --> 00:36:37,019 - The thing about going undercover 1013 00:36:37,021 --> 00:36:39,021 is we don't know what we're gonna find. 1014 00:36:39,023 --> 00:36:41,014 And we had certain expectations, 1015 00:36:41,016 --> 00:36:44,025 preconceived notions, and... 1016 00:36:44,027 --> 00:36:46,010 we were pleasantly surprised. 1017 00:36:46,012 --> 00:36:49,013 [soft music] 1018 00:36:49,015 --> 00:36:52,013 - I saw a team that went above and beyond, 1019 00:36:52,015 --> 00:36:54,014 that were true HUNKS, 1020 00:36:54,016 --> 00:36:57,006 and they were cracking jokes, but getting the job done. 1021 00:36:57,008 --> 00:36:59,000 Every time I spoke to any of you, 1022 00:36:59,002 --> 00:37:01,015 they always talked about how good the other guy was. 1023 00:37:01,017 --> 00:37:04,002 - Because I've handpicked people like this, 1024 00:37:04,004 --> 00:37:06,019 who I believe are good quality people. 1025 00:37:06,021 --> 00:37:09,000 I'm very sorry. 1026 00:37:09,002 --> 00:37:10,019 - Steve, you're knocking on the door of greatness, 1027 00:37:10,021 --> 00:37:12,026 and this one thing is really holding you back. 1028 00:37:12,028 --> 00:37:13,026 - It seems like you need some help 1029 00:37:13,028 --> 00:37:15,019 with some customer service, 1030 00:37:15,021 --> 00:37:17,022 some help with your online relationships. 1031 00:37:17,024 --> 00:37:21,016 We'd like to invest $10,000 in a social media manager 1032 00:37:21,018 --> 00:37:23,009 on behalf of your franchise. 1033 00:37:23,011 --> 00:37:25,004 - That sounds awesome. 1034 00:37:25,006 --> 00:37:28,001 - In addition, Omar and I want to volunteer ourselves 1035 00:37:28,003 --> 00:37:29,011 as mentors. 1036 00:37:29,013 --> 00:37:30,024 You can call us anytime. 1037 00:37:30,026 --> 00:37:32,016 We're gonna be your safety valve. 1038 00:37:32,018 --> 00:37:34,005 - Thank you. 1039 00:37:34,007 --> 00:37:36,018 I truly appreciate your time. 1040 00:37:36,020 --> 00:37:37,021 - Thank you so much, obviously, 1041 00:37:37,023 --> 00:37:39,023 for allowing me to stay undercover 1042 00:37:39,025 --> 00:37:41,005 and go work with your team. 1043 00:37:41,007 --> 00:37:42,021 They said that the whole team was like those four. 1044 00:37:42,023 --> 00:37:44,026 So you've done an amazing job with that, Steve. 1045 00:37:44,028 --> 00:37:47,007 - All 24 of your guys, back home, 1046 00:37:47,009 --> 00:37:48,027 they're gonna be getting probably the biggest tip 1047 00:37:49,000 --> 00:37:52,013 they've ever gotten, $5,000. 1048 00:37:52,015 --> 00:37:54,004 - Everybody? - Each one. 1049 00:37:54,006 --> 00:37:56,019 All 24. Over $100,000. 1050 00:37:56,021 --> 00:37:58,013 And that's because of your leadership. 1051 00:37:58,015 --> 00:37:59,027 You know, we may be writing that check, 1052 00:37:59,029 --> 00:38:01,003 but you'll get that credit. 1053 00:38:01,005 --> 00:38:03,005 - I love you guys. 1054 00:38:03,007 --> 00:38:04,027 I'm sure my guys will be loving you too. 1055 00:38:04,029 --> 00:38:06,002 [laughs] 1056 00:38:06,004 --> 00:38:08,000 ♪ ♪ 1057 00:38:08,002 --> 00:38:13,011 They're giving $5,000 to every person on my staff. 1058 00:38:13,013 --> 00:38:16,023 A lot of them are working hard to support their families. 1059 00:38:16,025 --> 00:38:18,016 It's just amazing. 1060 00:38:18,018 --> 00:38:21,018 ♪ ♪ 1061 00:38:21,020 --> 00:38:22,025 - What's up, Chris? 1062 00:38:22,027 --> 00:38:24,025 - How's it going? - How'd I do on the job? 1063 00:38:24,027 --> 00:38:26,026 I mean, you can be honest. I'm a pretty bad mover. 1064 00:38:26,028 --> 00:38:28,012 - [laughs] 1065 00:38:28,014 --> 00:38:29,017 I mean, you were slow. 1066 00:38:29,019 --> 00:38:31,007 But, I mean, it wasn't, like, horrible. 1067 00:38:31,009 --> 00:38:32,014 It was just a little bit sloppy. 1068 00:38:32,016 --> 00:38:33,021 I won't lie. 1069 00:38:33,023 --> 00:38:35,010 - You know, one thing that you mentioned, 1070 00:38:35,012 --> 00:38:37,001 which we were really disappointed to hear, 1071 00:38:37,003 --> 00:38:39,017 was the fact that your tips were taken away for damage. 1072 00:38:39,019 --> 00:38:42,013 And I know, as well as anyone, that accidents happen. 1073 00:38:42,015 --> 00:38:44,005 And it sort of felt a little unfair. 1074 00:38:44,007 --> 00:38:45,018 - Yeah. That's probably been 1075 00:38:45,020 --> 00:38:48,000 my hardest thing with this company. 1076 00:38:48,002 --> 00:38:50,002 - We're gonna talk to our franchisee council 1077 00:38:50,004 --> 00:38:51,026 and recommend that no-fault accidents 1078 00:38:51,028 --> 00:38:55,008 do not come out of the tips. 1079 00:38:55,010 --> 00:38:57,011 Will this improve life for you and your team? 1080 00:38:57,013 --> 00:39:01,002 - It definitely will. It will help a lot. 1081 00:39:01,004 --> 00:39:03,001 Thank you guys so much. 1082 00:39:03,003 --> 00:39:05,004 - One thing that really impressed me about you 1083 00:39:05,006 --> 00:39:07,007 is your skill at wrapping stuff 1084 00:39:07,009 --> 00:39:10,007 and the care you have for customers' items. 1085 00:39:10,009 --> 00:39:12,017 It was truly remarkable. - Thank you. 1086 00:39:12,019 --> 00:39:14,022 - So we want you to demonstrate those skills 1087 00:39:14,024 --> 00:39:18,012 on a digital video series for the rest of the workforce. 1088 00:39:18,014 --> 00:39:19,027 - Cool. [laughs] 1089 00:39:19,029 --> 00:39:24,007 - We want to pay you $5,000 to do that. 1090 00:39:24,009 --> 00:39:27,015 - That's awesome. That's gonna help my family. 1091 00:39:27,017 --> 00:39:29,019 - I understand you've got a growing family 1092 00:39:29,021 --> 00:39:30,027 with one on the way, correct? 1093 00:39:30,029 --> 00:39:32,010 - Two girls, two boys, 1094 00:39:32,012 --> 00:39:34,012 and then I got my baby girl coming. 1095 00:39:34,014 --> 00:39:36,005 - Congratulations. - Thank you. 1096 00:39:36,007 --> 00:39:38,009 - All a dad wants is to set up their family 1097 00:39:38,011 --> 00:39:39,024 to be in a better place, and it's hard, 1098 00:39:39,026 --> 00:39:41,011 and I know you've had tough times. 1099 00:39:41,013 --> 00:39:43,011 - We were homeless for six months. 1100 00:39:43,013 --> 00:39:45,003 Every day I worry because 1101 00:39:45,005 --> 00:39:47,022 I don't want to put my kids back in that sort of scenario. 1102 00:39:47,024 --> 00:39:52,027 - As a safety net, we want to give you $30,000 1103 00:39:52,029 --> 00:39:54,014 to make sure that you can continue 1104 00:39:54,016 --> 00:39:56,004 to provide for your family. 1105 00:39:56,006 --> 00:40:02,004 - Thank you. That's just--it's amazing. 1106 00:40:02,006 --> 00:40:04,016 And never in my life 1107 00:40:04,018 --> 00:40:07,013 did I that I think that something so gracious 1108 00:40:07,015 --> 00:40:11,015 like that would-- would come my way. 1109 00:40:11,017 --> 00:40:16,002 From my family and me, thank you guys so much. 1110 00:40:16,004 --> 00:40:17,006 - You're an inspiration, man, 1111 00:40:17,008 --> 00:40:18,016 for everybody in the company. 1112 00:40:18,018 --> 00:40:19,022 Best of luck with everything. - Thank you. 1113 00:40:19,024 --> 00:40:20,028 - Stay in touch. 1114 00:40:21,000 --> 00:40:23,007 ♪ ♪ 1115 00:40:23,009 --> 00:40:26,010 - I am shocked and amazed, 1116 00:40:26,012 --> 00:40:29,011 and I can't wait to get on the phone and call my wife 1117 00:40:29,013 --> 00:40:31,011 and let her know everything. 1118 00:40:31,013 --> 00:40:34,014 They're giving us $30,000. 1119 00:40:34,016 --> 00:40:35,015 - Wow. 1120 00:40:35,017 --> 00:40:38,007 - We won't have to worry so much. 1121 00:40:38,009 --> 00:40:39,029 - I'm so proud of you, babe. 1122 00:40:41,007 --> 00:40:44,005 [light music] 1123 00:40:44,007 --> 00:40:46,001 ♪ ♪ 1124 00:40:46,003 --> 00:40:48,008 - Going undercover and witnessing 1125 00:40:48,010 --> 00:40:51,001 all of what I've witnessed was truly remarkable. 1126 00:40:51,003 --> 00:40:53,008 I mean, learning about the business from the front lines, 1127 00:40:53,010 --> 00:40:54,027 you know, they're the ones that are affected 1128 00:40:54,029 --> 00:40:56,028 by the decisions that we make at corporate. 1129 00:40:57,000 --> 00:40:59,010 And so when they were saying the issue with tips, 1130 00:40:59,012 --> 00:41:01,006 hearing that, lit a fire under us, 1131 00:41:01,008 --> 00:41:03,027 because this brand, this business, is growing. 1132 00:41:03,029 --> 00:41:05,015 We're gonna be a billion-dollar company, 1133 00:41:05,017 --> 00:41:09,004 but if we're gonna do that, we gotta fix those things. 1134 00:41:09,006 --> 00:41:11,002 - We came undercover to try to determine 1135 00:41:11,004 --> 00:41:12,023 if the foundation was firm, 1136 00:41:12,025 --> 00:41:15,002 and we found that the people at the front lines 1137 00:41:15,004 --> 00:41:18,010 of our organization are truly amazing. 1138 00:41:18,012 --> 00:41:21,002 If we can keep those people within the organization, 1139 00:41:21,004 --> 00:41:22,007 this business is gonna become 1140 00:41:22,009 --> 00:41:24,008 a billion-dollar brand and beyond. 1141 00:41:24,010 --> 00:41:26,024 ♪ ♪ 1142 00:41:26,026 --> 00:41:29,024 [upbeat music] 1143 00:41:29,026 --> 00:41:33,000 ♪ ♪ 1144 00:42:16,014 --> 00:42:19,012 [upbeat music] 1145 00:42:19,014 --> 00:42:20,000 ♪ ♪