1 00:00:06,275 --> 00:00:08,240 announcer: "Undercover Boss" is back. 2 00:00:08,827 --> 00:00:10,067 [dramatic music] 3 00:00:10,102 --> 00:00:12,275 - Here's Bobby! - Oh, my! 4 00:00:12,310 --> 00:00:13,516 - Whoa! 5 00:00:13,551 --> 00:00:15,516 - This is 10 times harder than the boardroom. 6 00:00:15,551 --> 00:00:17,000 - Oh, good gosh. 7 00:00:17,033 --> 00:00:18,379 Had I not gone undercover, 8 00:00:18,413 --> 00:00:20,861 There's no way I would've known anything about this. 9 00:00:20,896 --> 00:00:23,137 announcer: The most devastating economic crisis 10 00:00:23,172 --> 00:00:24,481 for a generation 11 00:00:24,516 --> 00:00:27,931 has been tough on American business 12 00:00:27,964 --> 00:00:30,931 and even tougher on America's workforce. 13 00:00:30,964 --> 00:00:32,896 - We all had to take salary cuts. 14 00:00:32,930 --> 00:00:34,585 - My wife, my kids, and I were all homeless. 15 00:00:34,619 --> 00:00:35,826 - Wow. 16 00:00:35,862 --> 00:00:37,481 - Well, how many firemen you think you down? 17 00:00:37,517 --> 00:00:39,412 - 15 just because of the pandemic. 18 00:00:39,448 --> 00:00:40,758 announcer: So there's never been 19 00:00:40,792 --> 00:00:44,000 a more important time to go undercover. 20 00:00:44,033 --> 00:00:45,792 - Coming through. announcer: This season... 21 00:00:45,826 --> 00:00:47,103 - Wow. 22 00:00:47,137 --> 00:00:48,689 announcer: The toughest challenges... 23 00:00:48,723 --> 00:00:49,758 - This has got to be 24 00:00:49,792 --> 00:00:50,758 the worst job in the restaurant. 25 00:00:50,792 --> 00:00:52,240 - It is. Ugh. 26 00:00:52,274 --> 00:00:53,619 announcer: The biggest shocks... 27 00:00:53,655 --> 00:00:55,930 - I need to rethink everything that we're doing. 28 00:00:55,965 --> 00:00:58,344 - We question whether you are fit for this brand. 29 00:00:58,378 --> 00:00:59,655 announcer: And the most dramatic, 30 00:00:59,689 --> 00:01:01,378 life-changing rewards... 31 00:01:01,412 --> 00:01:02,930 - I mean, that's the greatest thing 32 00:01:02,965 --> 00:01:04,379 you could ever do for me, man. 33 00:01:04,412 --> 00:01:06,481 announcer: In "Undercover Boss" history. 34 00:01:06,516 --> 00:01:09,240 - I need to break cover right now and shut this down. 35 00:01:09,275 --> 00:01:13,206 ♪ 36 00:01:13,240 --> 00:01:15,861 announcer: Tonight... - This is so hard. 37 00:01:15,896 --> 00:01:17,033 announcer: The CEO 38 00:01:17,067 --> 00:01:18,757 of a billion-dollar health brand... 39 00:01:18,793 --> 00:01:20,275 - Welcome to retail. 40 00:01:20,310 --> 00:01:21,724 announcer: Steps away from her corporate lifestyle... 41 00:01:21,757 --> 00:01:24,171 - Hi, guys. announcer: To go undercover... 42 00:01:24,206 --> 00:01:25,757 - I'm terrified. 43 00:01:25,793 --> 00:01:28,033 announcer: Alongside employees on the front line. 44 00:01:28,067 --> 00:01:29,620 - I'm gonna need your help here. 45 00:01:29,655 --> 00:01:30,965 announcer: And faces the reality 46 00:01:31,000 --> 00:01:32,516 of her radical, company-wide changes... 47 00:01:32,551 --> 00:01:34,585 - This is a complete disaster. 48 00:01:34,620 --> 00:01:36,655 announcer: With her plans to become America's 49 00:01:36,688 --> 00:01:39,275 premier wellness brand hanging in the balance. 50 00:01:39,310 --> 00:01:41,067 - All right, so we're gonna ramp this up a little bit. 51 00:01:41,103 --> 00:01:42,516 - I just go, go, go. 52 00:01:42,551 --> 00:01:44,448 announcer: She'll uncover shocking secrets... 53 00:01:44,481 --> 00:01:47,206 - You broke so many rules. 54 00:01:47,240 --> 00:01:48,826 announcer: And hear hard truths. 55 00:01:48,861 --> 00:01:50,758 - Working sometimes even seven days a week. 56 00:01:50,793 --> 00:01:52,551 announcer: Before transforming lives forever. 57 00:01:52,585 --> 00:01:54,000 - Oh, wow. 58 00:01:54,033 --> 00:01:55,516 announcer: All this next on "Undercover Boss." 59 00:01:55,551 --> 00:01:57,620 - This doesn't happen to people like me. 60 00:01:57,655 --> 00:01:59,620 Oh. [sobs] 61 00:01:59,655 --> 00:02:01,171 ♪ 62 00:02:01,206 --> 00:02:04,171 [upbeat music] 63 00:02:04,206 --> 00:02:05,688 ♪ 64 00:02:05,724 --> 00:02:07,171 - My name is Sharon Leite, 65 00:02:07,206 --> 00:02:09,861 and I'm the CEO of the Vitamin Shoppe. 66 00:02:09,896 --> 00:02:13,103 The Vitamin Shoppe is a health and wellness retailer. 67 00:02:13,137 --> 00:02:16,620 We sell everything from multivitamins 68 00:02:16,655 --> 00:02:20,723 to sports nutrition to herbs to healthy greens. 69 00:02:20,758 --> 00:02:22,826 It's all about helping our customers 70 00:02:22,861 --> 00:02:24,931 live their best life. 71 00:02:24,965 --> 00:02:27,655 announcer: Headquartered in Secaucus, New Jersey, 72 00:02:27,688 --> 00:02:31,793 the Vitamin Shoppe has 780 stores across 46 states 73 00:02:31,826 --> 00:02:35,758 and an annual revenue of $1.1 billion. 74 00:02:35,793 --> 00:02:37,620 ♪ 75 00:02:37,655 --> 00:02:39,378 - The success of the Vitamin Shoppe 76 00:02:39,413 --> 00:02:42,067 is very personal because I'm very committed 77 00:02:42,103 --> 00:02:43,793 to health and wellness. 78 00:02:43,826 --> 00:02:47,620 I do enjoy a little yoga, and I get to the gym 79 00:02:47,655 --> 00:02:49,137 every once in a while too. 80 00:02:49,171 --> 00:02:50,965 So when I first started at the Vitamin Shoppe 81 00:02:51,000 --> 00:02:54,586 two and a half years ago, it was just a great fit for me 82 00:02:54,620 --> 00:02:58,103 because not only is it about building a great organization, 83 00:02:58,137 --> 00:03:03,205 it's about truly making a difference in other's lives. 84 00:03:03,241 --> 00:03:05,793 The Vitamin Shoppe has been around since 1977. 85 00:03:05,826 --> 00:03:08,586 Its first store was in New York City. 86 00:03:08,620 --> 00:03:11,343 announcer: The company grew steadily over 37 years, 87 00:03:11,378 --> 00:03:15,826 but in 2014, sales began to decline dramatically. 88 00:03:15,861 --> 00:03:17,965 - The customers just weren't shopping with us 89 00:03:18,000 --> 00:03:20,413 the way they used to, primarily due to a lack 90 00:03:20,448 --> 00:03:23,103 of digital and online presence. 91 00:03:23,137 --> 00:03:26,550 The Vitamin Shoppe was pretty late to the party on that. 92 00:03:26,586 --> 00:03:30,000 announcer: To survive, big changes were necessary. 93 00:03:31,171 --> 00:03:33,448 - As a CEO, I've had to rethink 94 00:03:33,481 --> 00:03:34,826 how this organization 95 00:03:34,861 --> 00:03:37,103 was gonna be successful in the 21st century. 96 00:03:37,137 --> 00:03:38,586 [dramatic music] 97 00:03:38,620 --> 00:03:42,000 We embarked on things like curbside pickup. 98 00:03:42,033 --> 00:03:44,758 We improved our "buy online, pick up in store." 99 00:03:44,793 --> 00:03:46,000 Speed is everything. 100 00:03:46,033 --> 00:03:47,758 We weren't getting our products 101 00:03:47,793 --> 00:03:49,378 to our customers fast enough. 102 00:03:49,413 --> 00:03:53,310 We weren't getting products to the stores fast enough. 103 00:03:53,343 --> 00:03:55,033 So in our distribution centers, 104 00:03:55,067 --> 00:03:58,240 I drove speeds through technology and robotics. 105 00:03:58,275 --> 00:04:00,343 It's all about getting it to the customer 106 00:04:00,378 --> 00:04:02,793 as fast as possible so they're not disappointed. 107 00:04:02,826 --> 00:04:05,448 In every part of the organization, 108 00:04:05,481 --> 00:04:08,550 we've changed so much, but I'd be lying to you 109 00:04:08,586 --> 00:04:10,205 if I didn't think that there were things 110 00:04:10,240 --> 00:04:11,896 that we couldn't do to be better. 111 00:04:11,931 --> 00:04:14,896 [acoustic music] 112 00:04:14,931 --> 00:04:17,033 - Mom, are you excited? - Yeah. 113 00:04:17,067 --> 00:04:19,826 I'm really excited about it, but a little nervous. 114 00:04:19,862 --> 00:04:22,137 Well, my name is Marie Miller. 115 00:04:22,172 --> 00:04:23,654 My understanding is she's a little bit 116 00:04:23,689 --> 00:04:27,654 of a hippie, kind of laid back, and kind of rolls with it. 117 00:04:27,689 --> 00:04:29,620 - Not something you've done before. 118 00:04:29,654 --> 00:04:31,033 [laughter] 119 00:04:31,067 --> 00:04:32,516 [soft dramatic music] 120 00:04:32,550 --> 00:04:34,033 - Hello. 121 00:04:34,067 --> 00:04:35,793 - I love the Vitamin Shoppe 122 00:04:35,826 --> 00:04:37,379 and the people who work for it, 123 00:04:37,413 --> 00:04:39,103 and I'm responsible for huge changes 124 00:04:39,137 --> 00:04:41,103 to make sure we have a bright future, 125 00:04:41,137 --> 00:04:44,310 so going undercover is pretty terrifying, 126 00:04:44,343 --> 00:04:47,000 because if there are problems with those changes, 127 00:04:47,033 --> 00:04:48,240 I'm about to face them. 128 00:04:48,274 --> 00:04:51,240 [dramatic music] 129 00:04:51,274 --> 00:04:52,793 ♪ 130 00:04:52,826 --> 00:04:55,793 [upbeat music] 131 00:04:55,826 --> 00:04:57,274 ♪ 132 00:04:57,310 --> 00:05:00,343 [laughs] 133 00:05:00,379 --> 00:05:03,310 Oh, my God, this is hilarious. 134 00:05:03,343 --> 00:05:04,413 ♪ 135 00:05:04,447 --> 00:05:05,689 Hi, guys. 136 00:05:05,723 --> 00:05:06,862 [laughter] 137 00:05:06,896 --> 00:05:08,964 - Oh, yeah. - Meet Marie Miller. 138 00:05:09,000 --> 00:05:10,620 What do you think? 139 00:05:10,654 --> 00:05:13,137 - It's a look. - Thanks, Ryan. 140 00:05:13,172 --> 00:05:16,033 So while going undercover, I'll be Marie Miller. 141 00:05:16,067 --> 00:05:17,550 I used to run a gift shop 142 00:05:17,586 --> 00:05:20,689 that unfortunately went under due to COVID-19. 143 00:05:20,723 --> 00:05:22,413 - Show me how you're gonna introduce yourself, Mom. 144 00:05:22,447 --> 00:05:25,620 - Hi, I'm Marie from Cleveland. I am-- 145 00:05:25,654 --> 00:05:27,000 - This is not convincing at all. 146 00:05:27,033 --> 00:05:28,033 - No. 147 00:05:28,067 --> 00:05:29,516 [laughter] 148 00:05:29,550 --> 00:05:31,240 - So our employees will think they're on a documentary 149 00:05:31,274 --> 00:05:33,620 about starting over in a new career, 150 00:05:33,654 --> 00:05:36,516 and they have no idea it's "Undercover Boss." 151 00:05:36,550 --> 00:05:38,413 - Bye, see you guys later. 152 00:05:38,447 --> 00:05:39,930 - Bye, see you later. - Bye. 153 00:05:39,965 --> 00:05:42,172 - My goal is to make us the market leader 154 00:05:42,206 --> 00:05:43,826 in health and wellness. 155 00:05:43,862 --> 00:05:46,689 Going undercover will help me understand 156 00:05:46,723 --> 00:05:48,137 what's gonna get in the way 157 00:05:48,172 --> 00:05:49,930 of our accomplishing that objective. 158 00:05:49,965 --> 00:05:56,033 ♪ 159 00:05:56,067 --> 00:05:57,379 One of the things that makes us 160 00:05:57,413 --> 00:05:58,826 stand out from our competitors 161 00:05:58,862 --> 00:06:01,447 is our highly trained store staff 162 00:06:01,482 --> 00:06:04,379 who we call health enthusiasts. 163 00:06:04,413 --> 00:06:06,862 We really rely on their expertise 164 00:06:06,896 --> 00:06:08,586 around the products 165 00:06:08,620 --> 00:06:10,689 and the knowledge that they have. 166 00:06:10,723 --> 00:06:12,240 ♪ 167 00:06:12,274 --> 00:06:14,586 So today, I'm going undercover 168 00:06:14,620 --> 00:06:16,689 in Milford, Connecticut, with Glo, 169 00:06:16,723 --> 00:06:18,274 who has seven years' experience 170 00:06:18,310 --> 00:06:19,896 working in our stores, 171 00:06:19,930 --> 00:06:22,206 because if there are problems on the front line, 172 00:06:22,240 --> 00:06:25,447 I need to find them, and I need to fix them. 173 00:06:25,481 --> 00:06:28,481 [soft dramatic music] 174 00:06:29,067 --> 00:06:30,310 - Hi. - Hello. 175 00:06:30,343 --> 00:06:31,620 Welcome. - Are you Glo? 176 00:06:31,654 --> 00:06:33,137 - Yes, I'm Glo. Hello. 177 00:06:33,172 --> 00:06:34,654 - My name is Marie. 178 00:06:34,689 --> 00:06:36,033 - Are you ready for your training today? 179 00:06:36,067 --> 00:06:38,033 - I am. - Here's your lanyard. 180 00:06:38,067 --> 00:06:40,310 - Okay, great, and can I put my coat somewhere? 181 00:06:40,343 --> 00:06:41,343 - Straight through the back doors, 182 00:06:41,379 --> 00:06:42,343 and I'll meet you on the floor 183 00:06:42,379 --> 00:06:43,654 in the weight management section. 184 00:06:43,689 --> 00:06:44,654 - I'll be right back. - Okay. 185 00:06:44,689 --> 00:06:45,654 - Okay. 186 00:06:45,689 --> 00:06:47,067 ♪ 187 00:06:47,103 --> 00:06:49,274 Okay, I'm ready. - Awesome. 188 00:06:49,310 --> 00:06:52,310 So our first task for today is to learn about supplements. 189 00:06:52,343 --> 00:06:54,586 - Okay. - So that's gonna be a doozy. 190 00:06:54,620 --> 00:06:57,413 We have 8,000 products in store and 25,000 online. 191 00:06:57,447 --> 00:06:58,965 - I mean, it's a lot. 192 00:06:59,000 --> 00:07:02,000 - The best way to learn is hands-on. 193 00:07:02,033 --> 00:07:04,930 Like, okay, we can go over something like this. 194 00:07:04,964 --> 00:07:06,586 It has something called glucomannan. 195 00:07:06,620 --> 00:07:09,274 It actually turns into a gel in your tummy, 196 00:07:09,310 --> 00:07:10,930 and it makes you feel fuller. 197 00:07:10,964 --> 00:07:14,103 - Glo starts showing me these products 198 00:07:14,137 --> 00:07:17,067 and these very complicated ingredients. 199 00:07:17,103 --> 00:07:19,033 - CLA is for fat burn. Right? 200 00:07:19,067 --> 00:07:21,654 And then carnitine is for fat metabolism. 201 00:07:21,689 --> 00:07:23,240 - They were so complicated, 202 00:07:23,274 --> 00:07:26,000 I couldn't even pronounce some of the words. 203 00:07:26,033 --> 00:07:28,516 - Magnesium stearate, titanium dioxide. 204 00:07:28,550 --> 00:07:30,896 There's a full... - Wow. 205 00:07:30,930 --> 00:07:32,379 - Ingredient list right there. 206 00:07:32,413 --> 00:07:34,137 ♪ 207 00:07:34,172 --> 00:07:35,757 - How do you learn about all this stuff? 208 00:07:35,793 --> 00:07:37,481 Does the Vitamin Shoppe give you training? 209 00:07:37,516 --> 00:07:40,413 - When you first come in here, the training isn't in depth... 210 00:07:40,447 --> 00:07:41,550 - Okay. 211 00:07:41,586 --> 00:07:43,240 - And it's really not that great. 212 00:07:43,274 --> 00:07:45,067 ♪ 213 00:07:45,103 --> 00:07:48,793 They only give about 15 minutes per little section. 214 00:07:48,826 --> 00:07:50,896 - So you would only get 15 minutes 215 00:07:50,930 --> 00:07:52,103 to learn about weight management? 216 00:07:52,137 --> 00:07:53,447 - To be quite honest, 217 00:07:53,481 --> 00:07:55,103 because it's, like, really basic, 218 00:07:55,137 --> 00:07:58,206 I felt like I needed to get the education outside of here, 219 00:07:58,240 --> 00:08:00,447 and I actually paid out of pocket in order to take 220 00:08:00,482 --> 00:08:02,033 nutritional schooling... - Okay. 221 00:08:02,067 --> 00:08:04,896 - In order to be able to help the customers. 222 00:08:04,930 --> 00:08:06,964 - I'm upset that Glo 223 00:08:07,000 --> 00:08:09,379 had to pay for additional education. 224 00:08:09,413 --> 00:08:11,757 The training that we offer at the Vitamin Shoppe-- 225 00:08:11,793 --> 00:08:13,620 it's just not enough. 226 00:08:13,654 --> 00:08:15,137 So you've been working full-time 227 00:08:15,172 --> 00:08:16,930 and going to school full-time too? 228 00:08:16,964 --> 00:08:18,137 - Yes. - How do you do it all? 229 00:08:18,172 --> 00:08:19,310 - You know what? I'm Glo. 230 00:08:19,343 --> 00:08:21,586 I just go, go, go. - [laughs] 231 00:08:21,620 --> 00:08:23,000 We have to do better. 232 00:08:23,033 --> 00:08:24,757 I have to make it easier 233 00:08:24,793 --> 00:08:27,033 for our health enthusiasts to be successful. 234 00:08:27,067 --> 00:08:28,447 - Now that we're gonna be taking care of customers, 235 00:08:28,481 --> 00:08:29,930 we just got to wear masks. 236 00:08:29,964 --> 00:08:31,206 - Okay. - Okay. 237 00:08:31,240 --> 00:08:33,172 And are you ready? - Okay, let's go. 238 00:08:33,206 --> 00:08:35,206 ♪ 239 00:08:35,240 --> 00:08:36,931 - Hello. - Hi, how are you? 240 00:08:36,965 --> 00:08:39,000 What's brought you in to the Vitamin Shoppe today? 241 00:08:39,033 --> 00:08:40,586 - I'm looking for a probiotic for women. 242 00:08:40,620 --> 00:08:45,309 - Okay. So, Glo, I need some help. 243 00:08:45,344 --> 00:08:48,309 So the customers were asking me all kinds of things. 244 00:08:48,344 --> 00:08:50,274 - Do you guys have any, like, organic protein? 245 00:08:50,309 --> 00:08:52,965 - Ah, uh-huh. Hey, Glo. 246 00:08:53,000 --> 00:08:54,724 I struggled because I didn't have 247 00:08:54,758 --> 00:08:57,481 all of the product knowledge that I really needed to have. 248 00:08:57,517 --> 00:09:00,274 - I am looking for something to help me retain weight. 249 00:09:00,309 --> 00:09:03,136 - Like, how--what do you-- 250 00:09:03,172 --> 00:09:04,620 ♪ 251 00:09:04,654 --> 00:09:08,274 I am completely overwhelmed. 252 00:09:08,309 --> 00:09:10,551 Glo, I'm gonna need your help here. 253 00:09:10,586 --> 00:09:12,379 Glo is gonna help me out here. 254 00:09:12,413 --> 00:09:13,379 Glo. 255 00:09:13,413 --> 00:09:14,551 ♪ 256 00:09:14,586 --> 00:09:17,586 And quite frankly, I'm scared to death. 257 00:09:19,000 --> 00:09:20,793 announcer: Coming up... - Surprise. 258 00:09:20,826 --> 00:09:23,206 announcer: Sharon's delivered a disaster. 259 00:09:23,240 --> 00:09:24,586 - So this one's broken. 260 00:09:24,620 --> 00:09:26,447 - It's 'cause they mix everything up. 261 00:09:26,481 --> 00:09:29,000 announcer: And finds fundamental failings. 262 00:09:29,033 --> 00:09:30,931 - How come you're out of product, 263 00:09:30,965 --> 00:09:33,654 but the warehouse has so much? 264 00:09:33,688 --> 00:09:36,033 - Yeah, I don't know. - I'm shocked. 265 00:09:36,067 --> 00:09:37,861 It's just unacceptable. 266 00:09:37,895 --> 00:09:39,895 [dramatic music] 267 00:09:45,895 --> 00:09:47,965 - It's my first day undercover, 268 00:09:48,000 --> 00:09:50,586 and I'm working with Glo in one of our busy stores. 269 00:09:50,620 --> 00:09:53,067 - Here we go. And I'm trying desperately 270 00:09:53,102 --> 00:09:54,551 to help serve our customers. 271 00:09:54,586 --> 00:09:56,654 - You guys have any organic protein? 272 00:09:56,688 --> 00:09:58,965 - Ah, Glo, I'm gonna need your help here. 273 00:09:59,000 --> 00:10:03,067 I am completely overwhelmed. 274 00:10:03,102 --> 00:10:04,481 - I saw Marie kind of struggling, 275 00:10:04,517 --> 00:10:06,206 and it was a little difficult for her, 276 00:10:06,240 --> 00:10:07,931 so I just swooped on in, you know. 277 00:10:07,965 --> 00:10:09,206 [chuckles] 278 00:10:09,240 --> 00:10:11,965 This one actually has ashwagandha. 279 00:10:12,000 --> 00:10:13,517 Guess what else is inside of there? 280 00:10:13,551 --> 00:10:15,172 L-theanine. - Really? 281 00:10:15,206 --> 00:10:16,551 - Yes. So now-- 282 00:10:16,586 --> 00:10:17,965 - I take that as a supplement too. 283 00:10:18,000 --> 00:10:20,033 - Exactly. I remember. 284 00:10:20,067 --> 00:10:22,586 That's why I thought this might be the right one for you. 285 00:10:22,620 --> 00:10:24,688 - So not only do I think Glo is amazing, 286 00:10:24,724 --> 00:10:27,240 our customers think Glo is amazing as well. 287 00:10:27,274 --> 00:10:30,172 - So this is Marie. - Glo is the best. 288 00:10:30,206 --> 00:10:32,033 - Is she? - She knows everything. 289 00:10:32,067 --> 00:10:35,517 I love her to death. She's so helpful. 290 00:10:35,551 --> 00:10:38,379 [upbeat music] 291 00:10:38,413 --> 00:10:42,136 - So next we're putting you right on to the register. 292 00:10:42,172 --> 00:10:44,620 You will have to be answering phones, 293 00:10:44,654 --> 00:10:46,033 placing people on hold, 294 00:10:46,067 --> 00:10:48,379 doing curbside pickup, pulling orders, 295 00:10:48,413 --> 00:10:50,724 making sure everyone's greeted on the floor. 296 00:10:50,758 --> 00:10:52,688 - Wow, sounds like a lot. - So it gets a little busy. 297 00:10:52,724 --> 00:10:53,861 Okay. - Okay. 298 00:10:53,895 --> 00:10:55,274 - Ah. [phone ringing] 299 00:10:55,309 --> 00:10:56,793 - Okay. 300 00:10:56,826 --> 00:10:58,688 - Sorry, sir, just a moment. - Sure. 301 00:10:58,724 --> 00:11:00,000 - Good afternoon. This is the Vitamin Shoppe. 302 00:11:00,033 --> 00:11:01,931 Marie speaking. How can I help you? 303 00:11:01,965 --> 00:11:05,447 Glo's job as an assistant manager is a tough one. 304 00:11:05,481 --> 00:11:07,481 Can you place an order for pickup? 305 00:11:07,517 --> 00:11:09,136 You sure can. 306 00:11:09,172 --> 00:11:12,447 So while I knew there would be a lot of things to juggle, 307 00:11:12,481 --> 00:11:15,931 I didn't fully appreciate how much we have our team do. 308 00:11:15,965 --> 00:11:18,067 Hello. There you go. 309 00:11:18,102 --> 00:11:19,931 Have a good day. Thanks for shopping with us. 310 00:11:19,965 --> 00:11:21,136 - You need to help this gentleman. 311 00:11:21,172 --> 00:11:22,517 We have to say hello to the customers 312 00:11:22,551 --> 00:11:23,758 that are coming in as well. 313 00:11:23,793 --> 00:11:25,379 - Hi, welcome to the Vitamin Shoppe. 314 00:11:25,413 --> 00:11:27,000 How are you today? - Good, how are you? 315 00:11:27,033 --> 00:11:28,000 - Good, be right with you. 316 00:11:28,033 --> 00:11:29,344 Yes, sir. How can we help you? 317 00:11:29,379 --> 00:11:31,965 Not only does she have to service the customers 318 00:11:32,000 --> 00:11:34,206 and provide all of that incredible product knowledge, 319 00:11:34,240 --> 00:11:36,413 she also has to run the store. 320 00:11:37,895 --> 00:11:40,517 - When no one else can come in, I'm always the first call. 321 00:11:40,551 --> 00:11:44,033 So having complete open availability 322 00:11:44,067 --> 00:11:45,447 is quite challenging. 323 00:11:45,481 --> 00:11:46,793 - What do you mean by that? 324 00:11:46,826 --> 00:11:49,274 - Open availability means always being on call. 325 00:11:49,309 --> 00:11:51,586 I'm on call like a doctor. 326 00:11:51,620 --> 00:11:54,033 Like just, "Glo, Can you come in? 327 00:11:54,067 --> 00:11:56,447 This person's out. Glo, this person's sick." 328 00:11:56,481 --> 00:11:57,447 Fill in the gaps, 329 00:11:57,481 --> 00:11:59,033 fill in the gaps, fill in the gaps. 330 00:11:59,067 --> 00:12:01,931 And open availability means I have to do it all, 331 00:12:01,965 --> 00:12:03,965 working sometimes even seven days a week. 332 00:12:04,000 --> 00:12:06,240 - Wow. - So every single day. 333 00:12:06,274 --> 00:12:08,379 - Wow, the Vitamin Shoppe is really lucky to have you. 334 00:12:08,413 --> 00:12:12,413 Such incredible dedication. Time for a little break? 335 00:12:12,447 --> 00:12:14,136 - Yes, definitely for a break. - All right, great. 336 00:12:14,172 --> 00:12:17,481 So as much as I love all of Glo's dedication, 337 00:12:17,517 --> 00:12:20,309 I do feel terrible. She's working all these hours. 338 00:12:21,965 --> 00:12:23,413 So I was curious. 339 00:12:23,447 --> 00:12:27,033 You know, you were talking about the availability thing, 340 00:12:27,067 --> 00:12:29,344 and I'm just kind of curious how that works. 341 00:12:29,379 --> 00:12:33,861 - Having open availability, I missed out on just a lot. 342 00:12:33,895 --> 00:12:36,861 During the pandemic, my nephew, JJ-- 343 00:12:36,895 --> 00:12:38,758 I wasn't able to see him at all. 344 00:12:38,793 --> 00:12:40,861 He has a rare genetic disorder... 345 00:12:40,895 --> 00:12:42,102 - Mm-hmm. 346 00:12:42,136 --> 00:12:44,793 - Less than 70 kids in the world have it... 347 00:12:44,826 --> 00:12:45,895 - Wow. 348 00:12:45,931 --> 00:12:48,172 - And he's terminal and at risk. 349 00:12:48,206 --> 00:12:50,447 - So you couldn't see him 'cause of COVID? 350 00:12:50,481 --> 00:12:53,413 - Because of COVID, and I had to decide 351 00:12:53,447 --> 00:12:58,240 between work and, you know, being able to see him. 352 00:12:58,274 --> 00:13:01,344 I missed out on a whole year. 353 00:13:01,379 --> 00:13:02,793 - And nobody could work for you? 354 00:13:02,826 --> 00:13:06,102 - No, there was lack of coverage everywhere. 355 00:13:06,136 --> 00:13:08,067 I volunteered to help for a couple of weeks. 356 00:13:08,102 --> 00:13:10,517 - Uh-huh. - It turned into months. 357 00:13:10,551 --> 00:13:13,758 - I was really saddened to hear that Glo hasn't had 358 00:13:13,793 --> 00:13:15,931 the opportunity to spend that time with the family 359 00:13:15,965 --> 00:13:17,620 that she loves so much. 360 00:13:17,654 --> 00:13:18,861 You're really special... 361 00:13:18,895 --> 00:13:21,620 - Thank you. - And really awesome. 362 00:13:21,654 --> 00:13:23,274 - Thank you for saying that. 363 00:13:23,309 --> 00:13:25,413 I don't really get that often, you know? 364 00:13:25,447 --> 00:13:26,758 - Oh, Glo. 365 00:13:26,793 --> 00:13:28,861 [soft dramatic music] 366 00:13:28,895 --> 00:13:32,517 That really hurt because she is energetic. 367 00:13:32,551 --> 00:13:35,274 She is passionate about what we do, 368 00:13:35,309 --> 00:13:37,551 and her level of product knowledge 369 00:13:37,586 --> 00:13:39,895 is absolutely extraordinary. 370 00:13:39,931 --> 00:13:43,000 Somebody that works that hard for our company 371 00:13:43,033 --> 00:13:44,481 should never feel that way. 372 00:13:44,517 --> 00:13:49,793 ♪ 373 00:13:49,826 --> 00:13:52,793 [upbeat music] 374 00:13:52,826 --> 00:13:55,413 I was disappointed to learn that our associates 375 00:13:55,447 --> 00:13:57,136 are facing challenges with the education 376 00:13:57,172 --> 00:13:59,172 and the hours we provide them, 377 00:13:59,206 --> 00:14:01,586 but I'm more optimistic about the work I've done 378 00:14:01,620 --> 00:14:03,931 and the progress we've made with the supply chain 379 00:14:03,965 --> 00:14:05,826 to keep the stores stocked. 380 00:14:05,861 --> 00:14:08,240 One of the changes I've made to the distribution centers 381 00:14:08,274 --> 00:14:11,688 is to get the product to our stores faster. 382 00:14:11,724 --> 00:14:14,654 We had to focus on technological improvements, 383 00:14:14,688 --> 00:14:17,517 robotics, and operational efficiencies. 384 00:14:17,551 --> 00:14:19,413 ♪ 385 00:14:19,447 --> 00:14:22,033 So today I'm meeting with Suzanne 386 00:14:22,067 --> 00:14:24,274 in our Glen Allen, Virginia, store 387 00:14:24,309 --> 00:14:25,895 to see how the store is dealing 388 00:14:25,931 --> 00:14:27,654 with the new delivery system. 389 00:14:27,688 --> 00:14:30,688 [soft dramatic music] 390 00:14:31,481 --> 00:14:33,688 Hi, there. I'm looking for Suzanne. 391 00:14:33,724 --> 00:14:35,654 - That's me. - Hi, Suzanne. 392 00:14:35,688 --> 00:14:36,895 - Hi. How are you? 393 00:14:36,931 --> 00:14:38,136 - I'm good. - Good. What's your name? 394 00:14:38,172 --> 00:14:39,758 - Nice to meet you. My name's Marie. 395 00:14:39,793 --> 00:14:41,033 - Marie, so glad you're here. 396 00:14:41,067 --> 00:14:42,517 You're excited? It's gonna be a very busy day. 397 00:14:42,551 --> 00:14:43,793 - I am. - Good, good. 398 00:14:43,826 --> 00:14:44,965 - Looking forward to spending the day with you. 399 00:14:45,000 --> 00:14:46,309 - All right, so here's your T-shirt. 400 00:14:46,344 --> 00:14:48,033 Change in the back, and then our first task today 401 00:14:48,067 --> 00:14:49,033 is gonna be shipments. 402 00:14:49,067 --> 00:14:50,172 - Okay. Thank you very much. 403 00:14:50,206 --> 00:14:51,654 - See you over at the boxes. - Okay. 404 00:14:51,688 --> 00:14:54,447 [upbeat music] 405 00:14:54,481 --> 00:14:56,654 - Okay, Suzanne, I'm ready to go. 406 00:14:56,688 --> 00:14:58,136 How do I look? - [gasps] 407 00:14:58,172 --> 00:14:59,724 Marie, you are now part of the family. 408 00:14:59,758 --> 00:15:02,033 Welcome aboard for the day. Yay. 409 00:15:03,724 --> 00:15:04,965 Okay, so this is our shipment. 410 00:15:05,000 --> 00:15:06,551 We don't know what's in the boxes yet. 411 00:15:06,586 --> 00:15:08,620 - Okay. - Surprise. 412 00:15:08,654 --> 00:15:09,688 It's like Christmas. 413 00:15:09,724 --> 00:15:10,931 [soft dramatic music] 414 00:15:10,965 --> 00:15:12,033 - Wow. 415 00:15:12,067 --> 00:15:14,274 So my first job today is to check in 416 00:15:14,309 --> 00:15:16,586 the shipments and to put products away, 417 00:15:16,620 --> 00:15:19,240 but once Suzanne opens the boxes, 418 00:15:19,274 --> 00:15:21,724 I see this jumbled mess. 419 00:15:21,758 --> 00:15:24,724 - So sometimes it's like Christmas when you open boxes, 420 00:15:24,758 --> 00:15:27,136 and sometimes it's like "Nightmare Before Christmas" 421 00:15:27,172 --> 00:15:28,136 when you open boxes. You just never know 422 00:15:28,172 --> 00:15:29,447 what you're going to get. 423 00:15:29,481 --> 00:15:32,136 - How do you make sense of all of this stuff? 424 00:15:32,172 --> 00:15:33,517 - You don't. 425 00:15:33,551 --> 00:15:35,274 Just put it all away in your own little way. 426 00:15:35,309 --> 00:15:36,620 - Okay. 427 00:15:36,654 --> 00:15:39,033 We have heavy products with lightweight products. 428 00:15:39,067 --> 00:15:40,481 So this one's broken? 429 00:15:40,517 --> 00:15:41,965 - It's because they mix everything up. 430 00:15:42,000 --> 00:15:44,586 Sometimes we'll get bags of protein that'll be split. 431 00:15:44,620 --> 00:15:46,206 $60 bag of protein. 432 00:15:46,240 --> 00:15:49,172 So we can't sell it as product, so it kind of goes as damaged. 433 00:15:49,206 --> 00:15:50,309 - Uh-huh, so do you have to do that a lot? 434 00:15:50,344 --> 00:15:51,586 - Yeah. 435 00:15:51,620 --> 00:15:53,033 - While we've made improvements 436 00:15:53,067 --> 00:15:55,206 in the distribution center in terms of speed 437 00:15:55,240 --> 00:15:57,379 and getting products to the stores, 438 00:15:57,413 --> 00:16:00,274 when I see the shipment in such a disarray, 439 00:16:00,309 --> 00:16:02,481 I'm disappointed that the robots 440 00:16:02,517 --> 00:16:05,826 aren't working like I'd hoped. We have to make this better. 441 00:16:05,861 --> 00:16:06,895 - So now that the cart's full, 442 00:16:06,931 --> 00:16:08,274 we can start putting some stuff away. 443 00:16:08,309 --> 00:16:09,274 - Do. 444 00:16:09,309 --> 00:16:12,826 ♪ 445 00:16:12,861 --> 00:16:14,309 - Fish oil. 446 00:16:14,344 --> 00:16:16,654 - All right, so go find where the fish oil is on the wall. 447 00:16:16,688 --> 00:16:18,172 ♪ 448 00:16:18,206 --> 00:16:20,620 - Oh, my gosh. This is overwhelming. 449 00:16:20,654 --> 00:16:23,793 I know that based on the way the product 450 00:16:23,826 --> 00:16:26,447 comes into the store, this kind of jumbled mess, 451 00:16:26,481 --> 00:16:28,793 that it's not gonna be an easy job. 452 00:16:28,826 --> 00:16:30,931 - There you go. There you go. 453 00:16:30,965 --> 00:16:33,447 - This is so hard. 454 00:16:33,481 --> 00:16:38,033 I was a little scared about how long it was going 455 00:16:38,067 --> 00:16:40,379 to take me to put this product away. 456 00:16:40,413 --> 00:16:43,240 - We have barely made a dent in this cart. 457 00:16:43,274 --> 00:16:46,000 Barely made a dent now. - I'm sorry. 458 00:16:46,033 --> 00:16:47,931 I failed miserably. 459 00:16:47,965 --> 00:16:50,447 Why can't I find anything? 460 00:16:50,481 --> 00:16:52,688 - So it takes me 10 minutes to put away a box. 461 00:16:52,724 --> 00:16:54,586 It took us 45 minutes. 462 00:16:54,620 --> 00:16:56,826 It's simply just not good enough. 463 00:16:56,861 --> 00:16:58,033 All right, so we're gonna ramp this up a little bit 464 00:16:58,067 --> 00:16:59,688 'cause we still got 24 boxes to do. 465 00:16:59,724 --> 00:17:01,826 ♪ 466 00:17:01,861 --> 00:17:03,620 Put those right there. Good, good, good, good. 467 00:17:03,654 --> 00:17:05,550 ♪ 468 00:17:05,586 --> 00:17:06,792 Just put that right up at the front. 469 00:17:06,826 --> 00:17:09,550 - I just love Suzanne's energy. 470 00:17:09,586 --> 00:17:10,964 - So these are going to be BCAA. 471 00:17:11,000 --> 00:17:13,034 So we're going to put these over on this wall. 472 00:17:13,067 --> 00:17:14,309 - Okay. 473 00:17:14,344 --> 00:17:16,172 She understands where they go, 474 00:17:16,205 --> 00:17:18,205 and she knows all of the shortcuts, 475 00:17:18,240 --> 00:17:19,964 which I clearly do not. 476 00:17:20,000 --> 00:17:22,481 So, Suzanne, why did you come to the Vitamin Shoppe? 477 00:17:22,517 --> 00:17:24,413 - I've been on a fitness journey myself 478 00:17:24,448 --> 00:17:26,034 for, like, six or seven years. - Wow. 479 00:17:26,067 --> 00:17:27,309 - I went from 300 pounds 480 00:17:27,344 --> 00:17:31,000 when I first started, and now I'm 170, so... 481 00:17:31,034 --> 00:17:32,205 - Wow, that's amazing. - Yeah. 482 00:17:32,240 --> 00:17:33,792 So I've gotten really big into health and fitness, 483 00:17:33,826 --> 00:17:35,448 and the Vitamin Shoppe is great because it's got 484 00:17:35,481 --> 00:17:38,723 a lot of supplements that I just use personally. 485 00:17:38,758 --> 00:17:41,000 - To hear about Suzanne's weight loss 486 00:17:41,034 --> 00:17:43,240 is incredibly inspirational. 487 00:17:43,275 --> 00:17:45,689 Her energy, her love of the product, 488 00:17:45,723 --> 00:17:47,205 and the fact that she herself 489 00:17:47,240 --> 00:17:50,862 is a health enthusiast is really exciting to see. 490 00:17:50,895 --> 00:17:52,931 - So we're done with shipment for right now. 491 00:17:52,964 --> 00:17:56,034 Another big aspect of working retail is customer service, 492 00:17:56,067 --> 00:17:58,205 so I'll show you kind of behind the register 493 00:17:58,240 --> 00:18:00,344 and how we help some of the customers that come in. 494 00:18:00,378 --> 00:18:01,550 - I am new. - No problem. 495 00:18:01,586 --> 00:18:03,413 - This is Marie, and I am Suzanne. 496 00:18:03,448 --> 00:18:04,654 - Thank you for your patience. 497 00:18:04,689 --> 00:18:06,034 - So you put their number in there. 498 00:18:06,067 --> 00:18:07,205 - Okay. - And you hit Search. 499 00:18:07,240 --> 00:18:09,034 [upbeat music] 500 00:18:09,067 --> 00:18:10,931 - It's thinking. - It won't go. 501 00:18:10,964 --> 00:18:15,172 So, yeah, sometimes the system will kind of go offline. 502 00:18:15,205 --> 00:18:17,067 - So while we're behind the cash wrap, 503 00:18:17,103 --> 00:18:19,758 ringing customers, the system crashes. 504 00:18:19,792 --> 00:18:22,240 I have to wonder what's going through their mind 505 00:18:22,275 --> 00:18:23,517 and what they think 506 00:18:23,550 --> 00:18:25,136 of the Vitamin Shoppe at that moment. 507 00:18:25,172 --> 00:18:28,034 - So our membership service is down right now, so... 508 00:18:28,067 --> 00:18:30,309 - I'm supposed to get double points. 509 00:18:30,344 --> 00:18:31,931 - When the registers go down, 510 00:18:31,964 --> 00:18:33,654 it is definitely a big nightmare. 511 00:18:33,689 --> 00:18:36,000 - Does the system crash a lot? 512 00:18:36,034 --> 00:18:37,550 - Maybe once every couple of weeks or so. 513 00:18:37,586 --> 00:18:38,964 [dramatic music] 514 00:18:39,000 --> 00:18:40,067 - So Suzanne tells me 515 00:18:40,103 --> 00:18:43,034 that the system crashes every two weeks. 516 00:18:43,067 --> 00:18:45,103 - I tried log off, but that didn't work either, so... 517 00:18:45,136 --> 00:18:47,103 - If the register system isn't working here, 518 00:18:47,136 --> 00:18:50,758 it's likely failing at other stores too. 519 00:18:50,792 --> 00:18:53,034 There's quite a lot of people in the store right now. 520 00:18:53,067 --> 00:18:54,723 - There is. We are quite busy. 521 00:18:54,758 --> 00:18:58,103 - So while the system is down, there is this line forming. 522 00:18:58,136 --> 00:18:59,103 - All right, so just to let you know, 523 00:18:59,136 --> 00:19:00,448 our system is down, 524 00:19:00,481 --> 00:19:02,448 so I can't put in your healthy awards number. 525 00:19:02,481 --> 00:19:04,136 - I'm getting very nervous 526 00:19:04,172 --> 00:19:06,654 looking at this line of customers and the fact 527 00:19:06,689 --> 00:19:08,103 that we're not able to help them 528 00:19:08,136 --> 00:19:11,481 as quickly as we should. This is a complete disaster. 529 00:19:11,517 --> 00:19:14,517 ♪ 530 00:19:20,895 --> 00:19:23,275 - It's my second day undercover, and I'm working 531 00:19:23,309 --> 00:19:25,517 in our Glen Allen, Virginia, store with Suzanne. 532 00:19:25,550 --> 00:19:27,103 There's a lot of people in the store right now. 533 00:19:27,136 --> 00:19:28,448 - We are busy. 534 00:19:28,481 --> 00:19:30,862 - And the register system just crashed. 535 00:19:30,895 --> 00:19:32,481 - So our system is offline, 536 00:19:32,517 --> 00:19:34,654 so unfortunately I can't put your member number in. 537 00:19:34,689 --> 00:19:36,172 I can still ring you up. Is that going to be all right? 538 00:19:36,205 --> 00:19:37,619 - Okay. - Okay? 539 00:19:37,654 --> 00:19:40,481 - When the system crashed, Suzanne just rolled with it. 540 00:19:40,517 --> 00:19:42,067 - I'm gonna do this kind of fast 541 00:19:42,103 --> 00:19:43,723 just so we can kind of get people out of here. 542 00:19:43,758 --> 00:19:45,448 - I'm amazed at her poise 543 00:19:45,481 --> 00:19:47,619 and how she managed through that time. 544 00:19:47,654 --> 00:19:49,413 - It's retail. I mean, anything can happen. 545 00:19:49,448 --> 00:19:51,448 You just have to kind of keep on trucking 546 00:19:51,481 --> 00:19:54,172 and not--you know, remain cool and calm. 547 00:19:54,205 --> 00:19:56,103 All right, so we've touched shipment. 548 00:19:56,136 --> 00:19:58,619 We've helped customers. We've dealt with some fires. 549 00:19:58,654 --> 00:20:02,550 So, yeah, that is the day in the life in the retail shop. 550 00:20:02,586 --> 00:20:03,792 [upbeat music] 551 00:20:03,826 --> 00:20:05,931 I'll usually go to the gym afterwards. 552 00:20:05,964 --> 00:20:07,448 So I would like to invite you to come to the gym with me. 553 00:20:07,481 --> 00:20:08,619 - Okay. 554 00:20:08,654 --> 00:20:10,103 - And kind of see what I do 555 00:20:10,136 --> 00:20:11,723 outside of the Vitamin Shoppe. You down? 556 00:20:11,758 --> 00:20:12,723 - Yeah, sure, that sounds great. 557 00:20:12,758 --> 00:20:13,758 - All right, let's go. 558 00:20:13,792 --> 00:20:16,034 ♪ 559 00:20:16,067 --> 00:20:17,792 All right, you ready to get this workout started? 560 00:20:17,826 --> 00:20:19,448 We're gonna start with this tire a little bit. 561 00:20:19,481 --> 00:20:21,895 So you're just gonna get under it like that. 562 00:20:21,931 --> 00:20:24,103 ♪ 563 00:20:24,136 --> 00:20:25,550 Okay? - Okay. 564 00:20:25,586 --> 00:20:27,586 Oh, my gosh. - You got it. 565 00:20:27,619 --> 00:20:29,654 Push through your heel. - What? 566 00:20:29,689 --> 00:20:31,758 - [laughs] We'll do it together. 567 00:20:31,792 --> 00:20:32,826 - All right. - Ready? 568 00:20:32,862 --> 00:20:33,826 There you go. - Oh! 569 00:20:33,862 --> 00:20:34,826 - Look at that! 570 00:20:34,862 --> 00:20:36,034 ♪ 571 00:20:36,067 --> 00:20:37,448 Yes. 572 00:20:37,481 --> 00:20:38,964 So we're gonna do some kettle bell stuff. 573 00:20:39,000 --> 00:20:40,000 - Okay. 574 00:20:40,034 --> 00:20:41,172 - One. 575 00:20:41,205 --> 00:20:42,550 ♪ 576 00:20:42,586 --> 00:20:44,205 Two. Five. 577 00:20:44,240 --> 00:20:46,172 Six. Eight. 578 00:20:46,205 --> 00:20:48,550 Two more. Last one. 579 00:20:48,586 --> 00:20:49,758 - Ten. - Thanks, coach. 580 00:20:49,792 --> 00:20:50,758 - Great job. 581 00:20:50,792 --> 00:20:51,826 I think you deserve a break now. 582 00:20:51,862 --> 00:20:52,826 - Okay. - You can take a break. 583 00:20:52,862 --> 00:20:53,931 - All right. Sounds good. 584 00:20:53,964 --> 00:20:55,758 [soft dramatic music] 585 00:20:55,792 --> 00:20:58,205 - Now that was a long day. - We got a workout in. 586 00:20:58,240 --> 00:20:59,275 - Have some water. Yes, we did. 587 00:20:59,309 --> 00:21:00,862 We got a little workout in. 588 00:21:00,895 --> 00:21:02,172 - It was great. Thank you so much. 589 00:21:02,205 --> 00:21:03,826 - I spend a lot of time at the gym. 590 00:21:03,862 --> 00:21:05,000 - Do you? - Like, six days a week. 591 00:21:05,034 --> 00:21:06,413 - You know, I like to kind of stay out 592 00:21:06,448 --> 00:21:07,481 as much as possible 593 00:21:07,517 --> 00:21:10,619 'cause, yeah, I live with a roommate. 594 00:21:10,654 --> 00:21:12,103 She's been gracious enough to keep me on longer 595 00:21:12,136 --> 00:21:13,862 than she probably expected to. 596 00:21:13,895 --> 00:21:15,034 - Okay. - And it's just me. 597 00:21:15,067 --> 00:21:16,240 Like, my son is older, 598 00:21:16,275 --> 00:21:17,862 and then I had a daughter who passed away. 599 00:21:17,895 --> 00:21:19,309 - Oh, wow. So sorry. 600 00:21:19,344 --> 00:21:20,792 - So then I just kind of wanted to get out of the place 601 00:21:20,826 --> 00:21:23,240 that her and I had and, you know, 602 00:21:23,275 --> 00:21:25,413 just with one salary and had to just move 603 00:21:25,448 --> 00:21:26,895 wherever I could afford. - Mm-hmm. 604 00:21:26,931 --> 00:21:28,689 - Apartments by yourself are not cheap. 605 00:21:28,723 --> 00:21:30,895 - Can I ask what happened to your daughter? 606 00:21:30,931 --> 00:21:33,205 - So Kayla was born with a heart defect. 607 00:21:33,240 --> 00:21:34,344 She was born-- like, the left side 608 00:21:34,378 --> 00:21:35,895 of her heart didn't form. 609 00:21:35,931 --> 00:21:37,619 She had six open heart surgeries. 610 00:21:37,654 --> 00:21:39,517 She had a pacemaker. 611 00:21:39,550 --> 00:21:41,481 She was the strongest person I know. 612 00:21:41,517 --> 00:21:42,654 I have pictures. 613 00:21:42,689 --> 00:21:44,481 Every single picture, she is smiling. 614 00:21:44,517 --> 00:21:47,586 - Oh, she's so cute. 615 00:21:47,619 --> 00:21:50,034 - She actually passed away on her 16th birthday. 616 00:21:50,067 --> 00:21:53,481 One day, she ate dinner and went out on the playground, 617 00:21:53,517 --> 00:21:56,309 and she kind of blacked out, 618 00:21:56,344 --> 00:21:59,205 and then I was giving her CPR until the ambulance came 619 00:21:59,240 --> 00:22:01,654 and got her to the closest hospital. 620 00:22:01,689 --> 00:22:03,586 So we had some people come up 621 00:22:03,619 --> 00:22:06,275 and, you know, say their little goodbyes and stuff, 622 00:22:06,309 --> 00:22:08,413 and then we turned everything off. 623 00:22:08,448 --> 00:22:10,758 So, yeah, that was rough. 624 00:22:10,792 --> 00:22:12,826 - How did you do that? 625 00:22:12,862 --> 00:22:15,689 I can't imagine what that would be like as a mom. 626 00:22:15,723 --> 00:22:18,205 - Oh, I stayed in bed with her for, like, an hour. 627 00:22:18,240 --> 00:22:20,586 Just didn't want them to come in. 628 00:22:20,619 --> 00:22:22,240 ♪ 629 00:22:22,275 --> 00:22:25,378 - As a mother, I can't even imagine 630 00:22:25,413 --> 00:22:27,689 what it must be like to lose a daughter. 631 00:22:27,723 --> 00:22:30,723 When I hear stories like Suzanne, 632 00:22:30,758 --> 00:22:33,240 it just makes me want to help. 633 00:22:33,275 --> 00:22:35,586 So, Suzanne, it was just an amazing day. 634 00:22:35,619 --> 00:22:37,689 I can't tell you how inspired I am 635 00:22:37,723 --> 00:22:39,792 and just want to thank you so much 636 00:22:39,826 --> 00:22:40,964 for everything that you taught me. 637 00:22:41,000 --> 00:22:42,517 - Oh, you're welcome. 638 00:22:42,550 --> 00:22:44,240 - Today has taught me the importance 639 00:22:44,275 --> 00:22:47,309 of really understanding 640 00:22:47,344 --> 00:22:49,344 who the whole person is, 641 00:22:49,378 --> 00:22:52,723 not only what they do at work, 642 00:22:52,758 --> 00:22:54,481 but more importantly, 643 00:22:54,517 --> 00:22:58,378 what they bring to work and what their life is like 644 00:22:58,413 --> 00:23:00,517 and their personal life is like, 645 00:23:00,550 --> 00:23:04,481 and when you can marry both of those, 646 00:23:04,517 --> 00:23:06,826 it can be incredibly special. 647 00:23:06,862 --> 00:23:10,826 ♪ 648 00:23:10,862 --> 00:23:13,826 [upbeat music] 649 00:23:13,862 --> 00:23:15,792 ♪ 650 00:23:15,826 --> 00:23:18,034 To be a leader in health and wellness. 651 00:23:18,067 --> 00:23:20,067 We have to make sure we have the right products 652 00:23:20,103 --> 00:23:22,862 at the right time at the right stock levels. 653 00:23:22,895 --> 00:23:24,964 Having seen how our product replenishment 654 00:23:25,000 --> 00:23:26,172 comes to the stores, 655 00:23:26,205 --> 00:23:28,826 so disorganized and sometimes damaged, 656 00:23:28,862 --> 00:23:30,240 I'm hoping the technology 657 00:23:30,275 --> 00:23:32,413 we use to order product is more of a success. 658 00:23:32,448 --> 00:23:34,034 So I'm going undercover 659 00:23:34,067 --> 00:23:36,413 in our Richmond, Virginia, store with Tracy, 660 00:23:36,448 --> 00:23:38,826 from our stores team, to find out. 661 00:23:38,862 --> 00:23:41,862 ♪ 662 00:23:44,275 --> 00:23:45,758 Hi there. I'm looking for Tracy. 663 00:23:45,792 --> 00:23:47,172 - I'm Tracy. - Oh, hi, Tracy. 664 00:23:47,205 --> 00:23:48,481 I'm Marie. How are you today? 665 00:23:48,517 --> 00:23:50,344 - Hi, nice meeting you. I'm doing well. 666 00:23:50,378 --> 00:23:53,067 I'm just finishing up cleaning the windows here. 667 00:23:53,103 --> 00:23:55,103 - Can I give you a hand or--? - Yeah, that would be great. 668 00:23:55,136 --> 00:23:56,275 Thank you. 669 00:23:56,309 --> 00:23:57,517 If you could just squeegee them for me, 670 00:23:57,550 --> 00:23:59,413 that would be good. - Sure. 671 00:23:59,448 --> 00:24:01,586 I was surprised my first task 672 00:24:01,619 --> 00:24:03,931 was to help Tracy clean some windows. 673 00:24:03,964 --> 00:24:07,378 Haven't kind of done this before, so... 674 00:24:07,413 --> 00:24:10,586 - I know, yeah. It's okay. 675 00:24:10,619 --> 00:24:13,067 - So Marie and I just really got right to it. 676 00:24:13,103 --> 00:24:15,586 - Guess I should probably do it this way--oops. 677 00:24:15,619 --> 00:24:17,481 - In retail, you kind of are expected 678 00:24:17,517 --> 00:24:19,103 to just learn how to do different things, 679 00:24:19,136 --> 00:24:20,964 and probably doing things she's never had to do before. 680 00:24:21,000 --> 00:24:22,378 - How I'm I doing? 681 00:24:22,413 --> 00:24:23,792 - A little streaky, but it's hard to get it completely. 682 00:24:23,826 --> 00:24:25,550 - Okay. - She'll get the hang of it. 683 00:24:25,586 --> 00:24:28,172 You just got to learn to roll, you know, with the flow. 684 00:24:28,205 --> 00:24:30,654 All right, well, we'll go ahead and get the day started here. 685 00:24:30,689 --> 00:24:33,172 So here's your name tag... - Okay. 686 00:24:33,205 --> 00:24:34,826 - Just so if anybody has any questions, 687 00:24:34,862 --> 00:24:36,862 they know that you're in training here. 688 00:24:36,895 --> 00:24:38,309 So what we're gonna do first 689 00:24:38,344 --> 00:24:39,964 is, we're gonna walk around the store. 690 00:24:40,000 --> 00:24:41,378 There's a few things that I've noticed 691 00:24:41,413 --> 00:24:43,344 that we have no stock, and we've been out for a while. 692 00:24:43,378 --> 00:24:44,619 So I'm gonna try to see if we can get that. 693 00:24:44,654 --> 00:24:46,240 So we'll go right over this way first. 694 00:24:46,275 --> 00:24:47,964 [soft dramatic music] 695 00:24:48,000 --> 00:24:49,517 This one's been out, I think, for a little while. 696 00:24:49,550 --> 00:24:50,931 So I'm going to write this down 697 00:24:50,964 --> 00:24:53,481 and see if we can get this from the warehouse. 698 00:24:53,517 --> 00:24:55,000 - Okay. 699 00:24:55,034 --> 00:24:57,136 - And there's another one over here that I noticed too. 700 00:24:57,172 --> 00:24:59,034 - As soon as I walk in the store, 701 00:24:59,067 --> 00:25:01,758 Tracy shows me these empty shelves. 702 00:25:01,792 --> 00:25:04,448 It's so important to be in stock in our business 703 00:25:04,481 --> 00:25:06,758 because if we don't have the products on the shelves, 704 00:25:06,792 --> 00:25:08,758 the customer will just go somewhere else. 705 00:25:08,792 --> 00:25:10,758 - So something that happens quite frequently 706 00:25:10,792 --> 00:25:13,067 is, like, something will become out of stock, 707 00:25:13,103 --> 00:25:14,550 and then we don't get replenishment in 708 00:25:14,586 --> 00:25:18,481 for quite a while. - This is all news to me. 709 00:25:18,517 --> 00:25:20,103 Our automated systems 710 00:25:20,136 --> 00:25:21,826 are meant to make sure this doesn't happen. 711 00:25:21,862 --> 00:25:25,034 So you don't have a way to order things yourselves? 712 00:25:25,067 --> 00:25:26,344 - We improvise. 713 00:25:26,378 --> 00:25:29,103 We'll just do, like, a--bogus BOPIS 714 00:25:29,136 --> 00:25:31,550 is what we call it. - What's a BOPIS? 715 00:25:31,586 --> 00:25:32,758 - "Buy online, pick up in store." 716 00:25:32,792 --> 00:25:34,034 - Oh. - When it comes in, 717 00:25:34,067 --> 00:25:35,413 it's actually not going to a customer. 718 00:25:35,448 --> 00:25:37,103 We're just going to cancel that order, 719 00:25:37,136 --> 00:25:38,240 and that's going to come for our stock, 720 00:25:38,275 --> 00:25:39,619 and then we'll have it for our customer. 721 00:25:39,654 --> 00:25:40,723 - Really? - Yeah. 722 00:25:40,758 --> 00:25:42,378 - Oh, that's interesting. - Yep, yep. 723 00:25:42,413 --> 00:25:44,136 - I'm shocked. 724 00:25:44,172 --> 00:25:46,034 While I love the fact that Tracy is focused 725 00:25:46,067 --> 00:25:48,172 on getting product for his customers 726 00:25:48,205 --> 00:25:50,931 through the bogus BOPIS transaction, 727 00:25:50,964 --> 00:25:53,448 the team should not be doing that at all. 728 00:25:53,481 --> 00:25:54,723 ♪ 729 00:25:54,758 --> 00:25:57,792 - So what we're going to do now is go ahead 730 00:25:57,826 --> 00:25:59,448 and get these items added, 731 00:25:59,481 --> 00:26:03,550 and I'll use my credit card to make the purchase. 732 00:26:03,586 --> 00:26:05,826 - It doesn't bother you to use 733 00:26:05,862 --> 00:26:09,205 your own credit card for something like this? 734 00:26:09,240 --> 00:26:11,172 - 'Cause I know that it's not going to charge me, 735 00:26:11,205 --> 00:26:12,448 I'm okay with it, you know? 736 00:26:12,481 --> 00:26:13,689 - Really? - Yeah. 737 00:26:13,723 --> 00:26:15,067 - Huh. - Yeah. 738 00:26:15,103 --> 00:26:16,826 - When I heard that, 739 00:26:16,862 --> 00:26:19,103 I didn't quite know what to say 740 00:26:19,136 --> 00:26:21,240 'cause I was so surprised. 741 00:26:21,275 --> 00:26:24,895 Tracy uses his own personal credit card 742 00:26:24,931 --> 00:26:27,448 to get the bogus BOPIS to work. 743 00:26:27,481 --> 00:26:29,964 That's completely against company policy. 744 00:26:30,000 --> 00:26:31,826 It's just unacceptable. 745 00:26:31,862 --> 00:26:33,517 ♪ 746 00:26:40,654 --> 00:26:42,517 I'm undercover in Richmond, Virginia, 747 00:26:42,550 --> 00:26:45,172 and I have discovered one of our associates, Tracy, 748 00:26:45,205 --> 00:26:46,826 is breaking the rules 749 00:26:46,862 --> 00:26:49,034 and making fake online customer orders... 750 00:26:49,067 --> 00:26:50,826 - I'll use my credit card. 751 00:26:50,862 --> 00:26:53,413 - And using the "buy online, pick up in store" process 752 00:26:53,448 --> 00:26:55,000 to fill the shelves. 753 00:26:55,034 --> 00:26:56,309 - When it comes in, it's actually 754 00:26:56,344 --> 00:26:57,689 not going to a customer. 755 00:26:57,723 --> 00:26:59,309 We're just going to cancel that order, 756 00:26:59,344 --> 00:27:01,378 and then those items we'll be able to put on the shelf. 757 00:27:01,413 --> 00:27:03,309 - That's just unacceptable. 758 00:27:03,344 --> 00:27:04,826 [soft dramatic music] 759 00:27:04,862 --> 00:27:06,517 - So we're just gonna take a look here at the warehouse 760 00:27:06,550 --> 00:27:08,448 to see how much they have in here. 761 00:27:08,481 --> 00:27:09,862 - Okay. 762 00:27:09,895 --> 00:27:13,205 - So it's saying that we have plenty of stock--19,753. 763 00:27:13,240 --> 00:27:15,517 - How come you're out of product, 764 00:27:15,550 --> 00:27:18,654 but yet the warehouse has so much? 765 00:27:18,689 --> 00:27:20,240 Like, why isn't that coming here? 766 00:27:20,275 --> 00:27:21,378 - Yeah, I don't know. 767 00:27:21,413 --> 00:27:22,826 ♪ 768 00:27:22,862 --> 00:27:25,931 - I'm upset that things are worse than I thought. 769 00:27:25,964 --> 00:27:28,619 This is exactly why I wanted to go undercover. 770 00:27:28,654 --> 00:27:32,619 I would never have found out if I had come here as the CEO. 771 00:27:32,654 --> 00:27:34,344 ♪ 772 00:27:34,378 --> 00:27:37,034 - Actually I think what we'll do, too, is, 773 00:27:37,067 --> 00:27:38,931 there's a couple of things that I know 774 00:27:38,964 --> 00:27:40,689 I can get from another store. - Okay. 775 00:27:40,723 --> 00:27:41,792 - Do you want to go for a ride to pick these up? 776 00:27:41,826 --> 00:27:43,034 - Sure. - Okay. 777 00:27:43,067 --> 00:27:45,309 - Let's go. - All right. 778 00:27:45,344 --> 00:27:47,205 All right, and my car is right over this way. 779 00:27:47,240 --> 00:27:48,205 - Okay. 780 00:27:48,240 --> 00:27:50,103 [upbeat music] 781 00:27:50,136 --> 00:27:51,172 Here we go. 782 00:27:51,205 --> 00:27:53,792 ♪ 783 00:27:53,826 --> 00:27:56,309 So, Tracy, how long have you been with the Vitamin Shoppe? 784 00:27:56,344 --> 00:27:57,723 - I've been with the Vitamin Shoppe 785 00:27:57,758 --> 00:27:59,550 about a year and a half now. - Okay. 786 00:27:59,586 --> 00:28:02,862 - So I work for the Vitamin Shoppe part-time, 787 00:28:02,895 --> 00:28:06,586 but with my wife losing her job, 788 00:28:06,619 --> 00:28:09,895 I had to kind of get a full-time job, 789 00:28:09,931 --> 00:28:12,275 and I'm working two jobs now. 790 00:28:12,309 --> 00:28:13,481 [acoustic music] 791 00:28:13,517 --> 00:28:15,689 - What happened? - My wife had an accident. 792 00:28:15,723 --> 00:28:16,964 - Oh, no. 793 00:28:17,000 --> 00:28:18,964 - She fell and actually shattered her wrist 794 00:28:19,000 --> 00:28:21,586 to the point where she couldn't return to work. 795 00:28:21,619 --> 00:28:25,413 It's left me being the sole provider for the family. 796 00:28:25,448 --> 00:28:27,205 And we were already in debt, you know, 797 00:28:27,240 --> 00:28:29,481 from, you know, things that happened previously. 798 00:28:29,517 --> 00:28:33,103 Probably between $15,000 and $20,000. 799 00:28:33,136 --> 00:28:35,275 We actually lost our house. 800 00:28:35,309 --> 00:28:36,378 - Oh. 801 00:28:36,413 --> 00:28:38,586 - And, yeah, we weren't prepared, 802 00:28:38,619 --> 00:28:40,689 you know, to handle something like that. 803 00:28:40,723 --> 00:28:43,481 - It's heartbreaking to hear that a great person 804 00:28:43,517 --> 00:28:48,103 like Tracy has some really tough financial challenges. 805 00:28:48,136 --> 00:28:49,689 - So here we are. - All right. 806 00:28:49,723 --> 00:28:51,034 I'll hang out here and wait for you. 807 00:28:51,067 --> 00:28:52,067 - Okay. 808 00:28:52,103 --> 00:28:54,000 - And it was hard for me to hear 809 00:28:54,034 --> 00:28:55,964 that he's having to work two jobs 810 00:28:56,000 --> 00:28:59,034 to be able to support his entire family. 811 00:28:59,067 --> 00:29:01,931 - All right. - So we ready to head back? 812 00:29:01,964 --> 00:29:04,895 - Yeah. - How old are your kids? 813 00:29:04,931 --> 00:29:07,103 - My youngest is four. - Oh, fun. 814 00:29:07,136 --> 00:29:08,723 - And my oldest is six. - Oh, wow. 815 00:29:08,758 --> 00:29:10,240 Boy, girl? - Two boys. 816 00:29:10,275 --> 00:29:11,378 - Two boys. - Yeah, yeah. 817 00:29:11,413 --> 00:29:12,413 - Bet you they are a lot of fun. 818 00:29:12,448 --> 00:29:13,723 - Oh, they are, yeah. 819 00:29:13,758 --> 00:29:15,654 When I get to see them, though, that's the thing. 820 00:29:15,689 --> 00:29:17,586 I'm working 70 hours a week now: 821 00:29:17,619 --> 00:29:20,172 40 hours, you know, at the new job 822 00:29:20,205 --> 00:29:22,413 and about 30 with the Vitamin Shoppe. 823 00:29:22,448 --> 00:29:26,517 - As a parent, I can't imagine what it must be like for him 824 00:29:26,550 --> 00:29:29,895 not to see his two boys all the time. 825 00:29:29,931 --> 00:29:31,205 Thank you. - Mm-hmm. 826 00:29:31,240 --> 00:29:33,172 - But working 70 hours a week 827 00:29:33,205 --> 00:29:35,136 makes it very difficult to do that. 828 00:29:35,172 --> 00:29:37,964 Well, Tracy, I've really enjoyed learning 829 00:29:38,000 --> 00:29:39,826 so much from you. Thank you so much. 830 00:29:39,862 --> 00:29:41,034 All right. Take care. 831 00:29:41,067 --> 00:29:42,309 - Take care. - Bye-bye. 832 00:29:42,344 --> 00:29:43,654 - Bye-bye. 833 00:29:43,689 --> 00:29:45,826 - The biggest thing I took away from today 834 00:29:45,862 --> 00:29:48,689 is the fact that our teams are having to work 835 00:29:48,723 --> 00:29:49,895 around the system. 836 00:29:49,931 --> 00:29:51,517 ♪ 837 00:29:51,550 --> 00:29:53,758 Tracy is very good at his job, 838 00:29:53,792 --> 00:29:56,136 but I have a major issue with the method 839 00:29:56,172 --> 00:29:58,000 he's using to keep the shelves stocked, 840 00:29:58,034 --> 00:30:00,931 and I need to think hard about what I do next. 841 00:30:00,964 --> 00:30:03,931 [soft dramatic music] 842 00:30:03,964 --> 00:30:05,344 ♪ 843 00:30:05,378 --> 00:30:08,481 Going undercover was an amazing experience 844 00:30:08,517 --> 00:30:10,654 because I got to see the company 845 00:30:10,689 --> 00:30:12,895 through our health enthusiasts' eyes, 846 00:30:12,931 --> 00:30:14,689 and I learned so much. 847 00:30:14,723 --> 00:30:17,344 Now that I've experienced it myself, 848 00:30:17,378 --> 00:30:19,723 I know the things that I need to do 849 00:30:19,758 --> 00:30:21,103 to make the company better. 850 00:30:21,136 --> 00:30:24,103 ♪ 851 00:30:24,136 --> 00:30:26,654 [dramatic music] 852 00:30:26,689 --> 00:30:28,034 ♪ 853 00:30:28,067 --> 00:30:30,689 Today all of the employees have been invited 854 00:30:30,723 --> 00:30:33,275 to the set of the fake documentary program. 855 00:30:33,309 --> 00:30:36,205 - It's a documentary about someone who, 856 00:30:36,240 --> 00:30:38,136 you know, has kind of had to start over 857 00:30:38,172 --> 00:30:39,826 whose name was Marie. 858 00:30:39,862 --> 00:30:42,309 - They think they're coming to film the final interviews. 859 00:30:42,344 --> 00:30:43,309 - She did fine. 860 00:30:43,344 --> 00:30:44,550 There were a couple of things 861 00:30:44,586 --> 00:30:46,378 that she could have done a little better. 862 00:30:46,413 --> 00:30:49,654 - But, actually, I'm going to reveal my true identity. 863 00:30:49,689 --> 00:30:51,826 - I don't even remember half the stuff I said. 864 00:30:53,034 --> 00:30:56,240 - And they have no idea it's "Undercover Boss." 865 00:30:56,275 --> 00:31:00,309 ♪ 866 00:31:00,344 --> 00:31:03,309 [soft dramatic music] 867 00:31:03,344 --> 00:31:08,413 ♪ 868 00:31:08,448 --> 00:31:10,619 Do you remember me? 869 00:31:10,654 --> 00:31:11,862 I'm not Marie. 870 00:31:11,895 --> 00:31:13,758 ♪ 871 00:31:13,792 --> 00:31:16,275 My name is Sharon Leite... 872 00:31:16,309 --> 00:31:17,413 - Wow. 873 00:31:17,448 --> 00:31:19,654 - And I'm the CEO of the Vitamin Shoppe. 874 00:31:19,689 --> 00:31:21,654 - Are you kidding me right now? 875 00:31:21,689 --> 00:31:25,136 - And you are on "Undercover Boss." 876 00:31:25,172 --> 00:31:26,413 ♪ 877 00:31:26,448 --> 00:31:29,240 - Oh, my God. I trained my CEO. 878 00:31:29,275 --> 00:31:32,240 [laughter] 879 00:31:32,275 --> 00:31:34,586 announcer: Coming up... - Tracy. 880 00:31:34,619 --> 00:31:36,034 announcer: Sharon lays it on the line. 881 00:31:36,067 --> 00:31:39,723 - The fake "buy online, pick up in store" order 882 00:31:39,758 --> 00:31:41,517 broke so many rules. 883 00:31:41,550 --> 00:31:42,862 ♪ 884 00:31:42,895 --> 00:31:44,895 announcer: And delivers life-changing news. 885 00:31:44,931 --> 00:31:47,550 - Are you serious? - I'm very serious. 886 00:31:47,586 --> 00:31:49,586 - [sobs] [laughs] 887 00:31:49,619 --> 00:31:51,619 ♪ 888 00:31:58,172 --> 00:32:00,378 - Hi, Glo. - Hi. 889 00:32:00,413 --> 00:32:02,619 - It was a wonderful day with you. 890 00:32:02,654 --> 00:32:03,723 - Thank you. 891 00:32:03,758 --> 00:32:07,000 - I was amazed at the product knowledge 892 00:32:07,034 --> 00:32:10,344 that you have, and even that you know the ingredients, 893 00:32:10,378 --> 00:32:13,136 which--by the way, I can't even pronounce half of them. 894 00:32:13,172 --> 00:32:14,481 - I put you through some stuff. 895 00:32:14,517 --> 00:32:15,792 [laughter] 896 00:32:15,826 --> 00:32:17,723 - So what I learned from you that day is, 897 00:32:17,758 --> 00:32:20,205 we have to provide our health enthusiasts 898 00:32:20,240 --> 00:32:22,067 with more product education. 899 00:32:22,103 --> 00:32:25,723 So we're going to spend $1/2 million 900 00:32:25,758 --> 00:32:27,205 on product education. 901 00:32:27,240 --> 00:32:28,413 - That's so awesome. 902 00:32:28,448 --> 00:32:32,723 - And I want you to be an honorary member 903 00:32:32,758 --> 00:32:35,792 of our product education team. - Oh, wow. 904 00:32:35,826 --> 00:32:40,172 - We're gonna give you $5,000 to help us with that. 905 00:32:40,205 --> 00:32:42,103 - That's awesome. Thank you. 906 00:32:42,136 --> 00:32:46,517 - Okay, so one of the things we talked about was, 907 00:32:46,550 --> 00:32:50,034 you provide so much availability 908 00:32:50,067 --> 00:32:52,481 for the company, and working a lot. 909 00:32:52,517 --> 00:32:53,758 - Yeah. - Right? 910 00:32:53,792 --> 00:32:57,172 - I haven't been able to see my nephew, JJ. 911 00:32:57,205 --> 00:33:00,448 He's only four years old. He has NGLY1. 912 00:33:00,481 --> 00:33:02,309 It's a rare genetic disorder, 913 00:33:02,344 --> 00:33:06,344 and he, unfortunately, is terminal, 914 00:33:06,378 --> 00:33:09,103 so we don't know how long. - Mm-hmm. 915 00:33:09,136 --> 00:33:12,103 - Makes me really sad that I can't be around him, 916 00:33:12,136 --> 00:33:15,826 and it hurts. That's a big sacrifice. 917 00:33:15,862 --> 00:33:17,895 - Well, what if I could help you be near him? 918 00:33:17,931 --> 00:33:22,205 So what I'd like to give you is $20,000 919 00:33:22,240 --> 00:33:26,654 so that you can take care of the expenses 920 00:33:26,689 --> 00:33:31,275 and have three weeks of paid time off 921 00:33:31,309 --> 00:33:34,758 so that you have the time to be with your nephew. 922 00:33:34,792 --> 00:33:37,378 [upbeat music] 923 00:33:37,413 --> 00:33:38,826 Is that okay? 924 00:33:38,862 --> 00:33:40,413 - Yeah. 925 00:33:40,448 --> 00:33:44,895 Being able to be near him-- that's gonna be amazing. 926 00:33:44,931 --> 00:33:46,550 Thank you. 927 00:33:46,586 --> 00:33:49,550 - Well, Glo, you are absolutely remarkable. 928 00:33:49,586 --> 00:33:51,931 - Really. - Thank you so much. 929 00:33:51,964 --> 00:33:53,964 [tender music] 930 00:33:54,000 --> 00:33:55,826 - Well, I got to tell you something. 931 00:33:55,862 --> 00:34:00,136 I get to have three weeks off, and I can see JJ. 932 00:34:00,172 --> 00:34:01,413 ♪ 933 00:34:01,448 --> 00:34:04,103 - Oh, that's great. 934 00:34:04,136 --> 00:34:05,826 You've been really far away from us, 935 00:34:05,862 --> 00:34:09,068 but you we're gonna get us some time together. 936 00:34:09,103 --> 00:34:10,585 - [speaking Spanish] 937 00:34:10,619 --> 00:34:14,655 ♪ 938 00:34:14,688 --> 00:34:15,793 [dramatic music] 939 00:34:15,827 --> 00:34:18,103 - Tracy, when you showed me 940 00:34:18,137 --> 00:34:20,862 the bogus BOPIS, 941 00:34:20,896 --> 00:34:25,068 the fake "buy online, pick up in store" order, 942 00:34:25,103 --> 00:34:26,862 I was shocked. 943 00:34:26,896 --> 00:34:28,034 ♪ 944 00:34:28,068 --> 00:34:30,585 How do you think that made me feel? 945 00:34:30,619 --> 00:34:32,516 ♪ 946 00:34:32,550 --> 00:34:34,240 - Angry. 947 00:34:34,275 --> 00:34:37,309 - You broke so many rules. 948 00:34:37,344 --> 00:34:38,550 ♪ 949 00:34:38,585 --> 00:34:41,413 Quite frankly, it's a disciplinary matter. 950 00:34:41,447 --> 00:34:44,550 ♪ 951 00:34:44,585 --> 00:34:48,275 But it was also the biggest aha moment 952 00:34:48,309 --> 00:34:50,103 I've had this week. 953 00:34:50,137 --> 00:34:52,655 You did it for all the right reasons. 954 00:34:52,688 --> 00:34:54,172 Because of you, 955 00:34:54,206 --> 00:34:59,068 we plan to invest $1.5 million 956 00:34:59,103 --> 00:35:02,034 in our inventory management system. 957 00:35:02,068 --> 00:35:06,240 I'm gonna pay you $5,000... - Wow. 958 00:35:06,275 --> 00:35:09,481 - To help us get the inventory management system 959 00:35:09,516 --> 00:35:12,137 to a place where our store associates 960 00:35:12,172 --> 00:35:16,172 don't have to do that kind of activity ever again. 961 00:35:16,206 --> 00:35:19,068 - I appreciate that. Yeah, thank you. 962 00:35:19,103 --> 00:35:21,206 [laughter] 963 00:35:21,240 --> 00:35:23,447 - Tracy, you told me about your family 964 00:35:23,481 --> 00:35:24,931 and your family situation. 965 00:35:24,965 --> 00:35:28,757 There were some challenges with debt. 966 00:35:28,793 --> 00:35:31,344 - I work about 70 hours a week. 967 00:35:31,378 --> 00:35:34,550 My son last night-- he was very upset 968 00:35:34,585 --> 00:35:36,481 to hear that I was leaving again, you know? 969 00:35:36,516 --> 00:35:37,931 I always tell him, you know, 970 00:35:37,965 --> 00:35:41,344 it's only for a little while, but, you know, it's hard. 971 00:35:41,378 --> 00:35:45,309 - So I'd like to give you $15,000 972 00:35:45,344 --> 00:35:47,240 so that we can get you out of the hole 973 00:35:47,275 --> 00:35:50,034 that you're in right now. - I'm speechless. 974 00:35:50,068 --> 00:35:52,862 You know, it'll take a lot of weight 975 00:35:52,896 --> 00:35:55,550 off my shoulders, you know? 976 00:35:55,585 --> 00:36:00,103 - Tracy, I saw how you loved what you did and wanted 977 00:36:00,137 --> 00:36:03,034 to genuinely help customers. - Mm-hmm. 978 00:36:03,068 --> 00:36:05,550 - You told me you were part-time, 979 00:36:05,585 --> 00:36:07,896 and I want you full-time. 980 00:36:07,931 --> 00:36:13,516 I can offer you a $20,000 increase 981 00:36:13,550 --> 00:36:16,619 to get you full-time. 982 00:36:16,655 --> 00:36:18,378 Will you do it? 983 00:36:18,413 --> 00:36:20,034 - Yes. - Will you? 984 00:36:20,068 --> 00:36:21,240 - Yes. - Yes? 985 00:36:21,275 --> 00:36:23,275 - Yes. - Yes! 986 00:36:23,309 --> 00:36:26,619 - It'll be, you know, life-changing to be able 987 00:36:26,655 --> 00:36:28,344 to take care of my family and enjoy, 988 00:36:28,378 --> 00:36:30,724 you know, spending time with them. 989 00:36:30,757 --> 00:36:33,240 - That's wonderful. - Thank you. 990 00:36:33,275 --> 00:36:35,034 I feel really positive about the future. 991 00:36:35,068 --> 00:36:36,862 I'm just gonna be around more, you know? 992 00:36:36,896 --> 00:36:38,793 It's definitely going to help my kids. 993 00:36:38,827 --> 00:36:40,655 - Dad, where are you? - Yes. 994 00:36:40,688 --> 00:36:42,655 I'll be back soon. Okay? 995 00:36:42,688 --> 00:36:44,481 - And I'm very proud of you, baby. 996 00:36:44,516 --> 00:36:47,034 I'm so proud of how hard you work, 997 00:36:47,068 --> 00:36:50,172 and I hope that you know that and I tell you that enough. 998 00:36:50,206 --> 00:36:52,965 I love you. - I love you. 999 00:36:56,137 --> 00:36:57,862 - Hi, Suzanne. 1000 00:36:57,896 --> 00:37:02,000 I absolutely learned so much from you the other day. 1001 00:37:02,034 --> 00:37:03,481 What did you think of me? 1002 00:37:03,516 --> 00:37:05,172 - First part of the day, not so much. 1003 00:37:05,206 --> 00:37:07,413 Second part of the day was much better. 1004 00:37:07,447 --> 00:37:08,447 - What do you mean about the first part 1005 00:37:08,481 --> 00:37:09,550 of the day not so much? 1006 00:37:09,585 --> 00:37:10,757 - With, like, the shipment stuff. 1007 00:37:10,793 --> 00:37:12,688 - So let's talk about that shipment. 1008 00:37:12,724 --> 00:37:17,103 It was a jumbled mess. We need some help. 1009 00:37:17,137 --> 00:37:20,585 - Yes. - You are the delivery queen. 1010 00:37:20,619 --> 00:37:23,240 You know what needs to be done. 1011 00:37:23,275 --> 00:37:26,862 So we have our largest distribution center 1012 00:37:26,896 --> 00:37:28,206 close to where you live. 1013 00:37:28,240 --> 00:37:31,862 We'd like for you to spend time there. 1014 00:37:31,896 --> 00:37:35,585 And I'd like to give you $5,000 for your time. 1015 00:37:35,619 --> 00:37:38,172 [tender music] 1016 00:37:38,206 --> 00:37:40,931 - Okay. What? 1017 00:37:40,965 --> 00:37:42,172 [chuckles] 1018 00:37:42,206 --> 00:37:44,068 - And if you like the job there... 1019 00:37:44,103 --> 00:37:45,378 - Mm-hmm. 1020 00:37:45,413 --> 00:37:47,931 - We would like to make you a process manager, 1021 00:37:47,965 --> 00:37:51,309 which has the potential to double your salary. 1022 00:37:51,344 --> 00:37:53,068 ♪ 1023 00:37:53,103 --> 00:37:54,068 - What? 1024 00:37:54,103 --> 00:37:56,550 ♪ 1025 00:37:56,585 --> 00:37:58,862 This doesn't happen. This isn't happening. 1026 00:37:58,896 --> 00:38:00,447 - But, Suzanne... 1027 00:38:00,481 --> 00:38:02,137 - You're gonna make my make-up run. 1028 00:38:02,172 --> 00:38:04,000 [laughter] 1029 00:38:04,034 --> 00:38:07,447 - After shipment... - Mm-hmm. 1030 00:38:07,481 --> 00:38:09,655 - You taught me how to run the register. 1031 00:38:09,688 --> 00:38:11,034 - I did. 1032 00:38:11,068 --> 00:38:13,516 - The registers-- they actually went down... 1033 00:38:13,550 --> 00:38:14,862 - Yes, they did. 1034 00:38:14,896 --> 00:38:16,172 - While I was behind the register. 1035 00:38:16,206 --> 00:38:17,378 - Yeah, that was a mess. 1036 00:38:17,413 --> 00:38:20,619 - We know that those kind of clunky registers 1037 00:38:20,655 --> 00:38:23,000 probably need to go somewhere. - Oh, please. 1038 00:38:23,034 --> 00:38:26,034 - We're gonna spend $1.2 million 1039 00:38:26,068 --> 00:38:29,034 on a new mobile checkout system. 1040 00:38:29,068 --> 00:38:31,000 - Oh, my gosh, it's gonna make life so much easier. 1041 00:38:31,034 --> 00:38:32,068 ♪ 1042 00:38:32,103 --> 00:38:33,550 Wow. 1043 00:38:33,585 --> 00:38:36,275 - So when we were together... - Mm-hmm. 1044 00:38:36,309 --> 00:38:39,447 - You told me about your living situation. 1045 00:38:39,481 --> 00:38:41,378 Right, very gracious for what I have, 1046 00:38:41,413 --> 00:38:44,068 but it's not mine. It's not mine. 1047 00:38:44,103 --> 00:38:47,000 - I think you deserve your own home. 1048 00:38:47,034 --> 00:38:48,896 ♪ 1049 00:38:48,931 --> 00:38:51,034 - What is that? 1050 00:38:51,068 --> 00:38:53,965 - Take 'em. - What is that? 1051 00:38:54,000 --> 00:38:57,103 - So these are the keys 1052 00:38:57,137 --> 00:38:59,172 for the apartment we rented you. 1053 00:38:59,206 --> 00:39:01,309 ♪ 1054 00:39:01,344 --> 00:39:04,965 Because you need to have your own home. 1055 00:39:05,000 --> 00:39:07,481 - This is not happening. Are you serious? 1056 00:39:07,516 --> 00:39:09,516 - I'm very serious. 1057 00:39:09,550 --> 00:39:13,206 ♪ 1058 00:39:13,240 --> 00:39:16,206 - [sobs] [laughs] 1059 00:39:16,240 --> 00:39:18,103 Now my makeup is really messed up. 1060 00:39:18,137 --> 00:39:19,827 [laughter] 1061 00:39:19,862 --> 00:39:21,240 Oh, my gosh. 1062 00:39:21,275 --> 00:39:26,378 - The one thing that was truly inspirational to me 1063 00:39:26,413 --> 00:39:28,275 was the story about your daughter. 1064 00:39:28,309 --> 00:39:29,378 - She's inspired me. 1065 00:39:29,413 --> 00:39:30,724 You know, you think I inspired you. 1066 00:39:30,757 --> 00:39:33,034 She inspired me every-- she still does. 1067 00:39:33,068 --> 00:39:35,068 - So I know you're very involved 1068 00:39:35,103 --> 00:39:38,034 in the American Heart Association, 1069 00:39:38,068 --> 00:39:43,757 so I want to donate $10,000 in a Kayla's name, 1070 00:39:43,793 --> 00:39:45,481 to her memory, 1071 00:39:45,516 --> 00:39:49,137 so that she can help other children. 1072 00:39:49,172 --> 00:39:53,688 ♪ 1073 00:39:53,724 --> 00:39:55,172 - It's crazy. 1074 00:39:55,206 --> 00:39:57,655 ♪ 1075 00:39:57,688 --> 00:40:02,344 That's gonna do a lot. That's gonna do a lot. 1076 00:40:02,378 --> 00:40:06,034 You changed everything in my life in 20 minutes. 1077 00:40:06,068 --> 00:40:07,550 ♪ 1078 00:40:07,585 --> 00:40:09,896 - So, Suzanne, you're amazing. 1079 00:40:09,931 --> 00:40:13,413 I'm expecting a lot of great things from you. 1080 00:40:13,447 --> 00:40:16,378 - I am too now. [laughs] 1081 00:40:16,413 --> 00:40:18,103 I have another fire lit under me now. 1082 00:40:18,137 --> 00:40:20,034 It's gonna be all she wrote. 1083 00:40:20,068 --> 00:40:21,896 - I'll see you soon. - Very soon. 1084 00:40:21,931 --> 00:40:24,206 - Yes. - Okay. 1085 00:40:24,240 --> 00:40:27,275 ♪ 1086 00:40:27,309 --> 00:40:29,585 - This, like, changes everything. 1087 00:40:29,619 --> 00:40:32,275 This doesn't happen to people like me. 1088 00:40:32,309 --> 00:40:35,378 I'm a 45-year-old mom from Richmond, Virginia, 1089 00:40:35,413 --> 00:40:36,965 that works in a Vitamin Shoppe. 1090 00:40:37,000 --> 00:40:39,619 ♪ 1091 00:40:39,655 --> 00:40:41,862 It's been a long time since I've had a sense of purpose, 1092 00:40:41,896 --> 00:40:43,275 and I have a sense of purpose now. 1093 00:40:43,309 --> 00:40:44,965 ♪ 1094 00:40:45,000 --> 00:40:46,827 Jeez. 1095 00:40:46,862 --> 00:40:49,827 [upbeat music] 1096 00:40:49,862 --> 00:40:51,447 ♪ 1097 00:40:51,481 --> 00:40:53,447 - I had to make some tough changes 1098 00:40:53,481 --> 00:40:55,585 to make sure that the Vitamin Shoppe 1099 00:40:55,619 --> 00:40:57,619 was on the right path for the future, 1100 00:40:57,655 --> 00:41:00,793 but I didn't truly understand 1101 00:41:00,827 --> 00:41:03,137 how it impacted our associates 1102 00:41:03,172 --> 00:41:06,240 and their ability to do their jobs. 1103 00:41:06,275 --> 00:41:09,793 So while we still have much more work to do, 1104 00:41:09,827 --> 00:41:11,827 I couldn't be more bullish 1105 00:41:11,862 --> 00:41:14,550 about the future of the organization, 1106 00:41:14,585 --> 00:41:18,931 and it's due to the people that I met on this journey. 1107 00:41:18,965 --> 00:41:23,516 They really are the foundation of our success. 1108 00:41:23,550 --> 00:41:25,827 I am even more confident 1109 00:41:25,862 --> 00:41:29,447 that we can triple our revenue in five years 1110 00:41:29,481 --> 00:41:32,447 to truly be the leader in health and wellness. 1111 00:41:32,481 --> 00:41:39,481 ♪ 1112 00:41:53,206 --> 00:42:00,275 ♪ 1113 00:42:08,068 --> 00:42:09,378 announcer: Stay tuned for scenes 1114 00:42:09,413 --> 00:42:10,619 from our next episode.