1 00:00:06,448 --> 00:00:08,896 announcer: "Undercover Boss" is back. 2 00:00:09,862 --> 00:00:13,034 - How y'all doing? [laughter] 3 00:00:13,067 --> 00:00:15,240 - This is ten times harder than the boardroom. 4 00:00:15,275 --> 00:00:16,964 - Ugh. - This is a disaster. 5 00:00:17,000 --> 00:00:20,481 I would never have found out if I wasn't undercover. 6 00:00:20,516 --> 00:00:22,896 announcer: The most devastating economic crisis 7 00:00:22,931 --> 00:00:27,655 for a generation has been tough on American business... 8 00:00:27,689 --> 00:00:30,655 and even tougher on America's workforce. 9 00:00:30,689 --> 00:00:32,619 - We all had to take salary cuts. 10 00:00:32,655 --> 00:00:35,551 - My wife and my kids and I, we're all homeless. 11 00:00:35,585 --> 00:00:37,206 - Well, how many firemen you think down? 12 00:00:37,240 --> 00:00:39,137 - 15 just because of the pandemic. 13 00:00:39,171 --> 00:00:42,103 announcer: So there's never been a more important time 14 00:00:42,137 --> 00:00:43,723 to go undercover. 15 00:00:43,758 --> 00:00:44,930 - Coming through. 16 00:00:44,965 --> 00:00:46,862 announcer: This season... - Wow! 17 00:00:46,896 --> 00:00:48,965 announcer: The toughest challenges... 18 00:00:49,000 --> 00:00:50,792 - This has got to be the worst job in the restaurant. 19 00:00:50,826 --> 00:00:52,000 - It is. 20 00:00:52,033 --> 00:00:53,344 announcer: The biggest shocks... 21 00:00:53,378 --> 00:00:55,655 - I need to rethink everything that we're doing. 22 00:00:55,689 --> 00:00:58,274 - You broke so many rules. 23 00:00:58,310 --> 00:00:59,619 announcer: And the most dramatic 24 00:00:59,655 --> 00:01:01,103 life-changing rewards... 25 00:01:01,137 --> 00:01:02,655 - I mean, that's the greatest thing 26 00:01:02,689 --> 00:01:04,171 you could ever do for me, man. 27 00:01:04,206 --> 00:01:06,206 announcer: In "Undercover Boss" history. 28 00:01:06,240 --> 00:01:08,034 - We question whether you are fit for this brand. 29 00:01:08,067 --> 00:01:10,620 - Oh, my gosh. Am I gonna lose my business? 30 00:01:14,171 --> 00:01:15,655 announcer: Tonight... 31 00:01:15,688 --> 00:01:16,965 - Whoa, whoa, whoa, whoa, whoa. 32 00:01:17,000 --> 00:01:18,655 announcer: The CEO of one of America's 33 00:01:18,688 --> 00:01:21,033 most popular sweet-treat brands... 34 00:01:21,067 --> 00:01:22,688 - There you go. 35 00:01:22,724 --> 00:01:25,655 announcer: Steps away from her high-profile position... 36 00:01:25,688 --> 00:01:27,826 - Here I am. - Oh! 37 00:01:27,861 --> 00:01:30,793 announcer: To go undercover alongside her employees. 38 00:01:30,826 --> 00:01:32,826 - I'm running out of little papers here. 39 00:01:32,861 --> 00:01:35,793 announcer: She'll discover systems frozen in time... 40 00:01:35,826 --> 00:01:38,103 - We're using dial-up for this. - Dial-up? 41 00:01:38,137 --> 00:01:39,793 - Can you hear me? - I can't hear you. 42 00:01:39,826 --> 00:01:42,412 announcer: And stores in chaos... 43 00:01:42,448 --> 00:01:45,378 - This situation-- this has gone a little rogue. 44 00:01:45,412 --> 00:01:46,516 - This is my business. 45 00:01:46,551 --> 00:01:48,585 I am going to do what I need to do. 46 00:01:48,620 --> 00:01:51,240 announcer: Before delivering life-changing news. 47 00:01:51,275 --> 00:01:52,448 - Thank you. 48 00:01:52,481 --> 00:01:54,896 I'm overwhelmed with joy and happiness. 49 00:01:54,930 --> 00:01:57,723 announcer: All this next on "Undercover Boss." 50 00:01:57,758 --> 00:01:59,930 - You understand, you're the boss of one shop, 51 00:01:59,965 --> 00:02:01,688 but I'm the boss of them all. 52 00:02:01,724 --> 00:02:03,206 - [crying] Oh, my word. 53 00:02:04,688 --> 00:02:07,655 [upbeat music] 54 00:02:07,688 --> 00:02:10,655 - I'm Linda Chadwick, and I'm the president and CEO 55 00:02:10,688 --> 00:02:12,826 of Rita's Italian Ice and Frozen Custard. 56 00:02:12,861 --> 00:02:17,310 Rita's is an iconic brand, selling Italian ices 57 00:02:17,343 --> 00:02:19,931 made fresh daily with real fruit, 58 00:02:19,965 --> 00:02:23,826 and our frozen custard is really top-quality. 59 00:02:23,861 --> 00:02:26,378 What we say around here is, "Eat dessert first." 60 00:02:26,413 --> 00:02:27,413 [chuckles] 61 00:02:27,448 --> 00:02:29,343 ♪ 62 00:02:29,378 --> 00:02:30,723 announcer: Headquartered in Philadelphia, 63 00:02:30,758 --> 00:02:32,723 Rita's Ice is a franchise business 64 00:02:32,758 --> 00:02:37,000 with over 580 stores, 15,000 employees, 65 00:02:37,033 --> 00:02:40,620 and an annual revenue of $150 million. 66 00:02:40,655 --> 00:02:42,793 - So, in my fast-food career, 67 00:02:42,826 --> 00:02:45,206 I started at 18 working at Burger King. 68 00:02:45,240 --> 00:02:48,586 I was making sandwiches and actually went through 69 00:02:48,620 --> 00:02:50,550 every position within the restaurant. 70 00:02:50,586 --> 00:02:53,793 I progressed quickly because I love the sense of urgency. 71 00:02:53,826 --> 00:02:55,171 I love the pace. 72 00:02:55,206 --> 00:02:57,206 A lot of my friends have said that I bleed ketchup, 73 00:02:57,240 --> 00:02:58,550 and it's probably true. 74 00:02:58,586 --> 00:02:59,861 [chuckles] 75 00:02:59,896 --> 00:03:03,033 In my mid-40s, I became a single mom. 76 00:03:03,068 --> 00:03:07,516 I had two kids and really had to juggle raising kids 77 00:03:07,550 --> 00:03:09,793 and, obviously, my career. 78 00:03:09,826 --> 00:03:11,481 It wasn't easy. It was tough. 79 00:03:11,516 --> 00:03:13,758 I mean, there were times that people told me 80 00:03:13,793 --> 00:03:15,481 that, really, I couldn't do that. 81 00:03:15,516 --> 00:03:18,481 But when I heard I couldn't do that, 82 00:03:18,516 --> 00:03:20,171 that made me want to do it even more. 83 00:03:20,205 --> 00:03:24,481 And in 2017, I got the opportunity to come to Rita's 84 00:03:24,516 --> 00:03:27,068 and become the president and CEO, 85 00:03:27,103 --> 00:03:29,205 and I'm quite proud of that. 86 00:03:29,240 --> 00:03:31,723 A Philadelphia firefighter, Bob Tumolo, 87 00:03:31,758 --> 00:03:34,310 started the company in 1984 88 00:03:34,343 --> 00:03:36,826 with his mom's water-ice recipe. 89 00:03:36,861 --> 00:03:39,723 He started selling four flavors of ices 90 00:03:39,758 --> 00:03:41,000 on his porch. 91 00:03:41,033 --> 00:03:42,378 It became so popular, 92 00:03:42,413 --> 00:03:44,793 the brand just began to grow and grow. 93 00:03:46,033 --> 00:03:49,378 And in 1989, the family decided to franchise. 94 00:03:50,688 --> 00:03:52,033 When I came in as CEO, 95 00:03:52,067 --> 00:03:55,171 I found that there were some challenges. 96 00:03:56,206 --> 00:03:59,861 We had issues in supply chain. We had issues in marketing. 97 00:03:59,896 --> 00:04:02,033 And there were some franchisees that weren't happy. 98 00:04:02,068 --> 00:04:04,240 Rita's needs modernizing. 99 00:04:04,275 --> 00:04:08,240 My vision is to include more drive-through locations, 100 00:04:08,275 --> 00:04:10,033 modernizing technology-- 101 00:04:10,068 --> 00:04:12,620 for example, a new cash register system-- 102 00:04:12,655 --> 00:04:16,793 and revolutionizing our distribution systems. 103 00:04:16,826 --> 00:04:20,033 I feel the only way that I'm really gonna actually see 104 00:04:20,067 --> 00:04:22,793 the initiatives in place and see if there's issues 105 00:04:22,826 --> 00:04:25,000 and hear the truth is being in a disguise 106 00:04:25,033 --> 00:04:26,413 and going behind the scenes. 107 00:04:26,447 --> 00:04:29,274 [upbeat acoustic music] 108 00:04:29,310 --> 00:04:32,413 - So are you worried about what you may uncover in the field? 109 00:04:32,447 --> 00:04:35,447 - Of course, but I want to know, you know, 110 00:04:35,481 --> 00:04:37,103 what's really going on out there. 111 00:04:37,137 --> 00:04:38,930 - Are you ready for your makeover? 112 00:04:38,965 --> 00:04:40,620 - I'm ready. 113 00:04:40,654 --> 00:04:42,862 My biggest dream and aspiration 114 00:04:42,896 --> 00:04:44,723 is to really be a household name 115 00:04:44,757 --> 00:04:47,103 everywhere throughout the country in every state. 116 00:04:47,137 --> 00:04:50,757 But that won't happen unless our franchisees get on board 117 00:04:50,793 --> 00:04:52,413 with our new initiatives. 118 00:04:52,447 --> 00:04:54,516 I'm going undercover because I can see room 119 00:04:54,550 --> 00:04:57,000 for improvement from a corporate standpoint, 120 00:04:57,033 --> 00:04:58,689 and I need to make certain my plans 121 00:04:58,723 --> 00:05:02,620 are being properly implemented on the front line. 122 00:05:02,654 --> 00:05:05,620 [dramatic music] 123 00:05:05,654 --> 00:05:10,172 ♪ 124 00:05:10,206 --> 00:05:11,654 Here I am. - Oh! 125 00:05:11,689 --> 00:05:13,826 [laughter] 126 00:05:13,862 --> 00:05:15,654 - Oh, my goodness gracious. 127 00:05:15,689 --> 00:05:17,757 I love those glasses. 128 00:05:17,793 --> 00:05:21,620 - So my persona is Marcy Morgan from Massachusetts, 129 00:05:21,654 --> 00:05:23,413 and I'm a retired teacher. 130 00:05:23,447 --> 00:05:25,620 - Definitely a art teacher. 131 00:05:25,654 --> 00:05:27,793 - You want this, Lily? You want to borrow it? 132 00:05:27,826 --> 00:05:29,620 - No, I'm good. Thank you. 133 00:05:29,654 --> 00:05:31,067 - "No, I'm good." 134 00:05:31,103 --> 00:05:32,826 - Our franchisees and employees 135 00:05:32,862 --> 00:05:34,550 will think they're on a documentary 136 00:05:34,586 --> 00:05:37,620 with a woman who's looking to start over in a new career. 137 00:05:37,654 --> 00:05:38,620 - Bye. 138 00:05:38,654 --> 00:05:40,274 - Bye. - Have fun. 139 00:05:40,310 --> 00:05:42,793 - My goal is to help franchisees 140 00:05:42,826 --> 00:05:45,240 become more profitable and help our business grow. 141 00:05:45,274 --> 00:05:46,620 - Good luck. 142 00:05:46,654 --> 00:05:48,343 - We put a lot of new initiatives in place. 143 00:05:48,379 --> 00:05:50,172 I want to see how they're working, 144 00:05:50,206 --> 00:05:52,447 I mean, really see how they're working. 145 00:05:54,379 --> 00:05:57,000 [upbeat acoustic music] 146 00:05:57,033 --> 00:06:00,447 ♪ 147 00:06:00,482 --> 00:06:02,033 Today I'm gonna be working 148 00:06:02,067 --> 00:06:05,172 in Toms River, New Jersey, with Hezrron. 149 00:06:05,206 --> 00:06:07,896 Hezrron is a fairly new franchisee, 150 00:06:07,930 --> 00:06:12,343 but the shop itself has been here for 19 years. 151 00:06:12,379 --> 00:06:14,067 It's important that all of our shops, 152 00:06:14,103 --> 00:06:15,550 even the traditional ones, 153 00:06:15,586 --> 00:06:18,033 keep up and modernize with our new ideas, 154 00:06:18,067 --> 00:06:20,137 so I can't wait to work with Hezrron 155 00:06:20,172 --> 00:06:22,240 and see how he's doing in his new business. 156 00:06:22,274 --> 00:06:25,240 [quirky music] 157 00:06:25,274 --> 00:06:26,654 ♪ 158 00:06:26,689 --> 00:06:27,793 - Hi. - Hi. 159 00:06:27,826 --> 00:06:28,964 - I'm Hezrron. 160 00:06:29,000 --> 00:06:30,862 - Hi, Hezrron. I'm Marcy. Nice to meet you. 161 00:06:30,896 --> 00:06:33,413 - Nice to meet you, too. So I have your stuff here. 162 00:06:33,447 --> 00:06:35,826 - Okay. - The bathroom is in the back 163 00:06:35,862 --> 00:06:37,965 if you want to try them on. - Thank you. 164 00:06:38,000 --> 00:06:40,757 ♪ 165 00:06:40,793 --> 00:06:43,033 My first impression was that the shop 166 00:06:43,067 --> 00:06:44,723 had a lot of nice curb appeal. 167 00:06:44,757 --> 00:06:47,240 I noticed his new awning, which was nice, 168 00:06:47,274 --> 00:06:50,137 and the freshness of the shop was lovely. 169 00:06:50,172 --> 00:06:51,172 - Oh. - Ready. 170 00:06:51,206 --> 00:06:52,550 - So, okay, you're ready? - Yeah. 171 00:06:52,586 --> 00:06:54,689 - I'm gonna teach you how to use the register. 172 00:06:54,723 --> 00:06:58,000 Everything is basically here. You got your ices. 173 00:06:58,033 --> 00:07:00,550 You have your sundaes. You have your cones. 174 00:07:00,586 --> 00:07:02,826 Let's say someone orders a small gelati. 175 00:07:02,862 --> 00:07:04,620 Just press that button, 176 00:07:04,654 --> 00:07:06,723 and it tells you the total with the tax. 177 00:07:06,757 --> 00:07:10,103 - I was surprised that the cash register stickers are blurred. 178 00:07:10,137 --> 00:07:12,896 They're old. They're faded. They're handwritten. 179 00:07:12,930 --> 00:07:14,516 I think we have a guest. 180 00:07:14,550 --> 00:07:16,413 - Hi, how are you? - Good. How are you? 181 00:07:16,447 --> 00:07:18,896 - Good. Thank you. What can I get you today? 182 00:07:18,930 --> 00:07:21,862 - Could I get a small swirl custard? 183 00:07:21,896 --> 00:07:23,103 - You got it. 184 00:07:27,310 --> 00:07:28,723 - Well, that looks beautiful, but-- 185 00:07:28,757 --> 00:07:30,103 - Would you like a lid to go? 186 00:07:30,137 --> 00:07:32,654 - I can't see the buttons. They're very blurry. 187 00:07:32,689 --> 00:07:34,240 - I see the buttons on the register 188 00:07:34,274 --> 00:07:35,550 from, like, a mile away. 189 00:07:35,586 --> 00:07:37,413 It's gonna be this button right there. 190 00:07:37,447 --> 00:07:39,550 But actually they're hard to read 191 00:07:39,586 --> 00:07:41,240 if you're not used to them. 192 00:07:42,620 --> 00:07:44,343 - There you go. Thank you very much and have a great day. 193 00:07:44,379 --> 00:07:45,930 - Have a good day. - You as well. 194 00:07:45,965 --> 00:07:47,654 - Our register is old. - Mm-hmm. 195 00:07:47,689 --> 00:07:49,413 - This is probably older than me. 196 00:07:49,447 --> 00:07:52,586 - Whoo. - But, yeah, it's-- 197 00:07:52,620 --> 00:07:54,793 When I took over, this is the register 198 00:07:54,826 --> 00:07:56,826 we've been using, but it's still working. 199 00:07:58,103 --> 00:08:00,206 - I was surprised that Hezrron was working 200 00:08:00,240 --> 00:08:02,033 on the old cash register. 201 00:08:02,067 --> 00:08:03,447 - So you open the register. 202 00:08:03,482 --> 00:08:06,172 - I've invested in a lot of new technology, 203 00:08:06,206 --> 00:08:08,033 including a digital cash register system 204 00:08:08,067 --> 00:08:09,516 that runs off a tablet. 205 00:08:09,550 --> 00:08:12,137 It's a shame that as a franchise owner, 206 00:08:12,172 --> 00:08:16,274 Hezrron has chosen not to update his old machine. 207 00:08:17,586 --> 00:08:19,689 Lemon. Okay. 208 00:08:19,723 --> 00:08:21,206 Which size would you like? A large? 209 00:08:21,240 --> 00:08:24,447 - Small. - Piña colada gelati. 210 00:08:24,481 --> 00:08:26,620 I think it's this one. - That's the one. 211 00:08:26,654 --> 00:08:29,343 - Thank you! - All right, bye-bye. 212 00:08:29,379 --> 00:08:31,310 - A big spoon? - A long spoon. 213 00:08:34,206 --> 00:08:36,274 - $3.71. On a credit card? 214 00:08:36,309 --> 00:08:37,758 - Yep. - Okay. 215 00:08:37,793 --> 00:08:40,481 - If they're paying with a credit card, swipe the card, 216 00:08:40,517 --> 00:08:42,895 and it's gonna ask for how much the charge is. 217 00:08:44,000 --> 00:08:48,033 - Oh, it's dialing. "Transmitting. Receiving." 218 00:08:48,067 --> 00:08:49,413 Jeez. 219 00:08:49,447 --> 00:08:51,309 It's taking some time. 220 00:08:51,344 --> 00:08:52,654 Hmm. 221 00:08:52,688 --> 00:08:55,654 [tense music] 222 00:08:55,688 --> 00:08:56,965 ♪ 223 00:08:57,000 --> 00:08:59,931 - It should go through. 224 00:08:59,965 --> 00:09:03,688 - When I took a credit card order, it was so slow. 225 00:09:03,724 --> 00:09:06,481 Quite honestly, it was driving me crazy. 226 00:09:06,517 --> 00:09:07,620 Okay, here we go. 227 00:09:07,654 --> 00:09:10,136 ♪ 228 00:09:10,172 --> 00:09:11,344 Thank you very much. - Have a great day. 229 00:09:11,379 --> 00:09:12,895 - Have a good day. - All right, bye-bye. 230 00:09:12,931 --> 00:09:14,586 - Thank you. 231 00:09:14,620 --> 00:09:15,895 - Why is it so slow? 232 00:09:15,931 --> 00:09:18,344 - We're using dial-up for this, 233 00:09:18,379 --> 00:09:20,965 so it takes longer to process. 234 00:09:21,000 --> 00:09:22,136 - Dial-up? - I know. 235 00:09:22,172 --> 00:09:25,551 It's old school. - Yeah. 236 00:09:25,586 --> 00:09:29,136 I was shocked to find that the credit card is a dial-up. 237 00:09:29,172 --> 00:09:32,136 - Using this takes-- really, it takes forever. 238 00:09:32,172 --> 00:09:34,136 - We've got customers waiting to be served 239 00:09:34,172 --> 00:09:38,447 while Hezrron and his team are stuck processing each payment. 240 00:09:38,481 --> 00:09:40,206 - So right now it says "line busy," 241 00:09:40,240 --> 00:09:42,413 and I'm not sure why. - Uh-oh. 242 00:09:42,447 --> 00:09:45,447 So that means the people behind him we can't take yet. 243 00:09:45,481 --> 00:09:46,861 - Yes. Sometimes we'll have lines, 244 00:09:46,895 --> 00:09:48,447 like, all the way to, you know, like, 245 00:09:48,481 --> 00:09:50,758 the back of the parking lot, or they'll be along the side. 246 00:09:50,793 --> 00:09:53,136 - I'm very disappointed in this situation. 247 00:09:53,172 --> 00:09:54,861 So that happens a lot during the day? 248 00:09:54,895 --> 00:09:56,206 - Yeah. 249 00:09:56,240 --> 00:09:57,758 - It creates a bad experience for our guests, 250 00:09:57,793 --> 00:09:59,172 and we're losing customers. 251 00:09:59,206 --> 00:10:01,033 It's a disaster. 252 00:10:01,067 --> 00:10:02,413 ♪ 253 00:10:11,033 --> 00:10:12,861 [tense music] 254 00:10:12,895 --> 00:10:14,724 - See, right now it says "line busy," 255 00:10:14,758 --> 00:10:15,931 and I'm not sure why. 256 00:10:15,965 --> 00:10:17,931 - It's my first day undercover, 257 00:10:17,965 --> 00:10:19,688 and I'm working with Hezrron and his team. 258 00:10:19,724 --> 00:10:22,206 - One, it's just slow, and then, two, it gets interrupted. 259 00:10:22,240 --> 00:10:24,240 - His outdated cash register system 260 00:10:24,274 --> 00:10:27,688 is making every payment unacceptably slow. 261 00:10:27,724 --> 00:10:30,033 - So I have to purchase a new register, 262 00:10:30,067 --> 00:10:33,033 but it's really pricy, around $1,500. 263 00:10:33,067 --> 00:10:35,309 But at the beginning of the season, 264 00:10:35,344 --> 00:10:37,793 I replaced my tiles. - Mm-hmm. 265 00:10:37,826 --> 00:10:39,931 - It was roughly around $5,000. 266 00:10:39,965 --> 00:10:43,000 And then the awning was $7,700. 267 00:10:43,033 --> 00:10:44,586 When you open a franchise, 268 00:10:44,620 --> 00:10:46,758 you always have to pay for those yourself. 269 00:10:46,793 --> 00:10:48,688 You get no help from corporate. 270 00:10:48,724 --> 00:10:49,826 - Okay. 271 00:10:49,861 --> 00:10:52,586 - So I had to put the register on hold. 272 00:10:52,620 --> 00:10:53,931 - Yeah. 273 00:10:53,965 --> 00:10:55,931 - Right now I'm not really thinking about it yet. 274 00:10:55,965 --> 00:10:58,895 I'm gonna think about it when I make some money. 275 00:10:58,931 --> 00:11:00,965 - I'm really proud of Hezrron and what he's done 276 00:11:01,000 --> 00:11:02,033 with this shop here. 277 00:11:02,067 --> 00:11:04,481 And I understand that maintenance 278 00:11:04,517 --> 00:11:06,620 and upgrades are expensive. 279 00:11:06,654 --> 00:11:09,620 But a new cash register system is fast, 280 00:11:09,654 --> 00:11:11,931 and I really believe his speed of service for his guests 281 00:11:11,965 --> 00:11:13,102 would be so much faster 282 00:11:13,136 --> 00:11:15,274 and guest satisfaction would be greater. 283 00:11:15,309 --> 00:11:17,517 - All right, we have to go to an event. 284 00:11:17,551 --> 00:11:18,758 - Oh, we're going to an event? 285 00:11:18,793 --> 00:11:20,586 - It's a field hockey game. - Okay. 286 00:11:20,620 --> 00:11:21,931 - We're selling ices. 287 00:11:21,965 --> 00:11:23,447 Let's do it. - Let's do it. 288 00:11:23,481 --> 00:11:24,895 - Do you want to grab one? I'll grab the other. 289 00:11:24,931 --> 00:11:26,274 - Absolutely. - All right, cool. 290 00:11:26,309 --> 00:11:28,758 So we're gonna take the cart. There you go. 291 00:11:30,413 --> 00:11:33,447 You can push, and then I'm gonna pull going up. 292 00:11:33,481 --> 00:11:35,309 - Sure. - All right, we're lined up. 293 00:11:35,344 --> 00:11:37,206 - Okay, here we go. - All right. 294 00:11:38,965 --> 00:11:40,413 - Okay, ready? - Yep. 295 00:11:40,447 --> 00:11:41,826 - One, two, three. 296 00:11:41,861 --> 00:11:43,724 - It's hard work pushing the cart, 297 00:11:43,758 --> 00:11:46,861 going up the ramp to get to the truck. 298 00:11:46,895 --> 00:11:48,586 One, two, three. 299 00:11:48,620 --> 00:11:50,102 Go--Whoa, whoa, whoa. 300 00:11:50,136 --> 00:11:51,688 Imagine doing it by yourself. 301 00:11:51,724 --> 00:11:55,413 ♪ 302 00:11:55,447 --> 00:11:56,551 Almost there. 303 00:11:56,586 --> 00:11:59,240 Wow. Good job, Marcy. 304 00:11:59,274 --> 00:12:02,309 [upbeat acoustic music] 305 00:12:02,344 --> 00:12:04,586 ♪ 306 00:12:04,620 --> 00:12:05,758 - Got it. 307 00:12:07,895 --> 00:12:09,758 - Tell me something about yourself. 308 00:12:09,793 --> 00:12:12,067 - Well, I'm a retired schoolteacher, 309 00:12:12,102 --> 00:12:14,379 and it's time to look for something else. 310 00:12:14,413 --> 00:12:16,309 - If you want to be a Rita's owner, 311 00:12:16,344 --> 00:12:18,274 you have to get down and dirty. 312 00:12:18,309 --> 00:12:20,136 - But it's great being out in the community, 313 00:12:20,172 --> 00:12:21,551 and people are excited. 314 00:12:21,586 --> 00:12:23,965 - Doing events is really important for me. 315 00:12:24,000 --> 00:12:26,379 You know, it's one way of getting our name out there. 316 00:12:26,413 --> 00:12:28,033 - Mm-hmm. 317 00:12:28,067 --> 00:12:29,551 - But I could do events like this 318 00:12:29,586 --> 00:12:31,309 where it's gonna be, like, two to three hours, 319 00:12:31,344 --> 00:12:34,413 but, like, longer events, I won't be able to do it. 320 00:12:34,447 --> 00:12:36,274 - Okay. Mm-hmm. 321 00:12:36,309 --> 00:12:39,931 - Because the cart we have is, like, an old cart. 322 00:12:39,965 --> 00:12:42,379 It doesn't have the ice pack on the side 323 00:12:42,413 --> 00:12:45,033 that keeps it cooler for longer hours, 324 00:12:45,067 --> 00:12:49,033 so you can have the ices two to three hours max. 325 00:12:49,067 --> 00:12:51,206 If not, they're gonna start melting. 326 00:12:51,240 --> 00:12:52,758 - Yeah. Yeah, I get it. 327 00:12:52,793 --> 00:12:54,309 [whistle blows] 328 00:12:54,344 --> 00:12:55,724 ♪ 329 00:12:55,758 --> 00:12:57,793 - Can I have a mango, please? - Sure. 330 00:12:57,826 --> 00:12:59,620 Hezrron is showing great initiative 331 00:12:59,654 --> 00:13:02,551 getting out into the community to grow his business, 332 00:13:02,586 --> 00:13:05,067 but he's limited by having an old cart. 333 00:13:05,102 --> 00:13:07,067 There you go. Thank you. - Thank you very much. 334 00:13:07,102 --> 00:13:09,413 - He only can use it for about a two-hour period, 335 00:13:09,447 --> 00:13:11,344 which makes it really challenging for his business. 336 00:13:11,379 --> 00:13:13,481 - Mmm. You like it. 337 00:13:15,067 --> 00:13:17,517 - So thanks for mentoring me today. 338 00:13:17,551 --> 00:13:19,033 I really appreciate it. 339 00:13:19,067 --> 00:13:21,379 As I'm really trying to consider this opportunity, 340 00:13:21,413 --> 00:13:23,033 like, why'd you choose Rita's? 341 00:13:23,067 --> 00:13:26,793 - It started when we first came here back in 2006. 342 00:13:26,826 --> 00:13:27,793 - Where'd you come from? 343 00:13:27,826 --> 00:13:29,172 - Philippines. - Wow. 344 00:13:29,206 --> 00:13:31,517 - Obviously, coming from the Philippines 345 00:13:31,551 --> 00:13:33,654 to America is a transition. 346 00:13:33,688 --> 00:13:35,136 - That must've been really hard. 347 00:13:35,172 --> 00:13:37,620 - Yeah, and I have a friend who owns a Rita's. 348 00:13:37,654 --> 00:13:39,274 - Did you work in that Rita's? - Yep. Yep. 349 00:13:39,309 --> 00:13:43,965 But after, like, a decade, I wanted to own my own Rita's, 350 00:13:44,000 --> 00:13:45,517 and it worked out fine. 351 00:13:45,551 --> 00:13:47,758 - Through your hard work-- I mean, I can see it. 352 00:13:47,793 --> 00:13:48,793 - It's seven days a week. 353 00:13:48,826 --> 00:13:50,206 I'm there from morning till night, 354 00:13:50,240 --> 00:13:51,274 but it's a lot of fun. 355 00:13:51,309 --> 00:13:52,758 It's a blessing. 356 00:13:52,793 --> 00:13:54,861 - Earlier today, I did see some things 357 00:13:54,895 --> 00:13:57,033 that I was concerned about in Hezrron's shop. 358 00:13:57,067 --> 00:13:58,172 You mind if I give you a hug? 359 00:13:58,206 --> 00:13:59,688 - Of course. - Thank you. 360 00:13:59,724 --> 00:14:03,172 He spent his money on his flooring and his awning, 361 00:14:03,206 --> 00:14:05,586 and it is important to keep the image up. 362 00:14:05,620 --> 00:14:07,551 But from what I can see today, 363 00:14:07,586 --> 00:14:10,758 Hezrron's shop really needs some modernizing, 364 00:14:10,793 --> 00:14:12,309 and I really want to help him. 365 00:14:12,344 --> 00:14:15,309 [gentle acoustic music] 366 00:14:15,344 --> 00:14:18,033 ♪ 367 00:14:18,067 --> 00:14:20,793 [upbeat rock music] 368 00:14:20,826 --> 00:14:25,965 ♪ 369 00:14:26,000 --> 00:14:29,895 In terms of sales, over half of our top-ten locations 370 00:14:29,931 --> 00:14:31,379 have drive-throughs, 371 00:14:31,413 --> 00:14:34,551 and it's a very important growth initiative for Rita's. 372 00:14:34,586 --> 00:14:36,586 Today I'm on my way to meet Stefani, 373 00:14:36,620 --> 00:14:39,586 a franchise owner in Holland, Michigan. 374 00:14:39,620 --> 00:14:41,551 Stefani recently put in a drive-through 375 00:14:41,586 --> 00:14:42,965 at her location. 376 00:14:43,000 --> 00:14:45,172 There is a definite blueprint 377 00:14:45,206 --> 00:14:47,413 in making our drive-through successful, 378 00:14:47,447 --> 00:14:51,033 and I want to make sure that we've got every detail right 379 00:14:51,067 --> 00:14:53,413 so we can win at this endeavor. 380 00:14:53,447 --> 00:14:56,206 [plucky music] 381 00:14:56,240 --> 00:14:57,724 ♪ 382 00:14:57,758 --> 00:15:00,861 Oh, wow, there's a little baby and a toddler on the floor. 383 00:15:00,895 --> 00:15:02,206 Interesting. 384 00:15:02,240 --> 00:15:03,654 When I looked in the window, 385 00:15:03,688 --> 00:15:07,309 I found that there was a baby and a toddler, 386 00:15:07,344 --> 00:15:09,136 and I was really surprised. 387 00:15:09,172 --> 00:15:11,102 Actually, I was kind of shocked. 388 00:15:11,136 --> 00:15:12,688 - Hi. - Hi. I'm Marcy. 389 00:15:12,724 --> 00:15:14,274 - Hi. I'm Stefani. It's nice to meet you. 390 00:15:14,309 --> 00:15:15,793 - Hi, Stefani. Nice to meet you. 391 00:15:15,826 --> 00:15:17,067 Hi. What's your name? 392 00:15:17,102 --> 00:15:19,033 - This is Gus. - Hi, Gus. 393 00:15:19,067 --> 00:15:20,586 - And this is Penelope down here. 394 00:15:20,620 --> 00:15:21,793 - Penelope, hi. 395 00:15:21,826 --> 00:15:23,206 - They're gonna be working with us today. 396 00:15:23,240 --> 00:15:24,517 [laughs] - Okay. 397 00:15:24,551 --> 00:15:26,551 - So Stefani's bringing her children to work, 398 00:15:26,586 --> 00:15:28,067 which I really don't have a problem with 399 00:15:28,102 --> 00:15:30,931 as long as they don't disrupt the customers 400 00:15:30,965 --> 00:15:33,344 or the running of the shop. 401 00:15:34,620 --> 00:15:36,517 - You ready to get to work? - I'm ready to get to work. 402 00:15:36,551 --> 00:15:38,344 - All right, let's go. 403 00:15:38,379 --> 00:15:39,517 This is my mom, Carol. 404 00:15:39,551 --> 00:15:41,172 - Hi, Carol. I'm Marcy. Nice to meet you. 405 00:15:41,206 --> 00:15:42,517 - Hi, Marcy. 406 00:15:42,551 --> 00:15:44,136 - Can't wait to get started. - You want Grandma? 407 00:15:44,172 --> 00:15:46,481 You go ahead with Grandma. You ready to make some ice? 408 00:15:46,517 --> 00:15:47,724 - I am. - All right. 409 00:15:47,758 --> 00:15:49,206 - Let's do it. - Okay, so the first flavor 410 00:15:49,240 --> 00:15:50,826 we're gonna make today is blueberry. 411 00:15:50,861 --> 00:15:53,724 So these are all of our Italian ice mixes right here. 412 00:15:53,758 --> 00:15:55,413 We'll grab our blueberry mix here. 413 00:15:55,447 --> 00:15:57,033 Then we're gonna give it a really good shake. 414 00:15:57,067 --> 00:15:58,517 Dump it right in. 415 00:15:58,551 --> 00:16:00,551 - Beautiful. - So here are our blueberries. 416 00:16:00,586 --> 00:16:02,517 These are gonna go into our blender. 417 00:16:05,688 --> 00:16:07,172 - Okay. - Excellent. 418 00:16:07,206 --> 00:16:08,517 - Whoo. Look at that. 419 00:16:08,551 --> 00:16:11,654 - Ooh, look how pretty it is. Perfect. 420 00:16:11,688 --> 00:16:13,965 - My children are old, so-- older. 421 00:16:14,000 --> 00:16:15,793 So how do you juggle 422 00:16:15,826 --> 00:16:18,274 having two small ones and your business? 423 00:16:18,309 --> 00:16:20,413 - Thankfully I have a lot of help from family. 424 00:16:20,447 --> 00:16:21,758 My mom is here quite a bit. 425 00:16:21,793 --> 00:16:23,586 What works for me is to have my kids at the store 426 00:16:23,620 --> 00:16:25,586 with me from time to time, and that's why I bring my mom, 427 00:16:25,620 --> 00:16:26,931 and she helps with child care. 428 00:16:26,965 --> 00:16:28,413 The reasoning that I still bring the baby 429 00:16:28,447 --> 00:16:29,758 is I'm not ready to let go of her yet. 430 00:16:29,793 --> 00:16:31,688 She's only five months old, and I just-- 431 00:16:31,724 --> 00:16:33,102 I'm not ready for it. 432 00:16:33,136 --> 00:16:35,206 So I don't want to send her off to somebody else's house. 433 00:16:35,240 --> 00:16:36,861 I'll miss her. [chuckles] 434 00:16:36,895 --> 00:16:38,172 Part of the thing that we've done 435 00:16:38,206 --> 00:16:40,688 that has worked out best for myself 436 00:16:40,724 --> 00:16:43,895 is to kind of limit our hours here. 437 00:16:43,931 --> 00:16:46,379 Rita's would like us to be open from 12:00, 438 00:16:46,413 --> 00:16:48,172 but we don't open until 2:00, 439 00:16:48,206 --> 00:16:50,206 mostly because that was something 440 00:16:50,240 --> 00:16:52,793 that I dictated that works best for my family. 441 00:16:52,826 --> 00:16:55,413 - Our standard operating hours, we open at 12:00 p.m. 442 00:16:55,447 --> 00:16:57,309 It's for the consistency of the brand. 443 00:16:57,344 --> 00:16:59,240 This shop opens at 2:00 p.m., 444 00:16:59,274 --> 00:17:01,102 and that's not good for our business. 445 00:17:01,136 --> 00:17:02,861 How did you do that? Who did you talk to? 446 00:17:02,895 --> 00:17:04,895 - We talked to our franchise business consultant about it, 447 00:17:04,931 --> 00:17:06,689 and we basically notified him and said, 448 00:17:06,723 --> 00:17:08,550 "Hey, this is what we need to do right now." 449 00:17:08,586 --> 00:17:09,964 - Hmm. 450 00:17:10,000 --> 00:17:11,275 - And so being that this is my business, 451 00:17:11,309 --> 00:17:12,654 I am going to do what I need to do-- 452 00:17:12,689 --> 00:17:15,586 what's best for my family, regardless, in the end, 453 00:17:15,619 --> 00:17:19,103 what Rita's corporate may or may not want us to do. 454 00:17:20,723 --> 00:17:23,689 [upbeat rock music] 455 00:17:23,723 --> 00:17:25,619 So today we are gonna get you trained 456 00:17:25,654 --> 00:17:27,792 and work in our drive-through. - Sure. 457 00:17:27,826 --> 00:17:29,689 - We just opened our drive-through last night, 458 00:17:29,723 --> 00:17:31,964 so today's the first full day open, 459 00:17:32,000 --> 00:17:35,275 and I am going to give you one of our headsets here. 460 00:17:35,309 --> 00:17:37,000 - Okay. 461 00:17:37,034 --> 00:17:38,619 - So we got our menu board right over here. 462 00:17:38,654 --> 00:17:41,205 - Uh-huh. And so cars come in... 463 00:17:41,240 --> 00:17:42,275 - Yep. - This way. 464 00:17:42,309 --> 00:17:43,931 - Yep. - So how do they know 465 00:17:43,964 --> 00:17:46,034 to come in this area? 466 00:17:46,067 --> 00:17:47,240 Is there signage? 467 00:17:47,275 --> 00:17:49,586 - There is not any signage yet. 468 00:17:49,619 --> 00:17:50,862 [tense music] 469 00:17:50,895 --> 00:17:52,378 I imagine the city 470 00:17:52,413 --> 00:17:53,964 will probably require something at some point, 471 00:17:54,000 --> 00:17:56,034 but right now we pass all of our city inspections, 472 00:17:56,067 --> 00:17:57,895 so I'm not sure if we're gonna be putting 473 00:17:57,931 --> 00:17:59,205 any additional signage up. 474 00:17:59,240 --> 00:18:01,309 - Then how do they know where to stop over here? 475 00:18:01,344 --> 00:18:03,895 You're gonna have something that says "pick up" here? 476 00:18:03,931 --> 00:18:06,309 - No, we just tell them to pull up to the window. 477 00:18:06,344 --> 00:18:07,758 - Okay. - Honestly, I'm not 478 00:18:07,792 --> 00:18:10,619 really sure what signage that we would need to put out. 479 00:18:10,654 --> 00:18:13,205 - I'm very concerned on a safety level. 480 00:18:13,240 --> 00:18:15,689 She may have received the permit from the city, 481 00:18:15,723 --> 00:18:18,723 but, really, she doesn't have the signage in place, 482 00:18:18,758 --> 00:18:20,826 and I'm worried, safety-wise, 483 00:18:20,862 --> 00:18:23,481 that a guest might not go the right way. 484 00:18:23,517 --> 00:18:26,723 So, when you wanted to put in your drive-through, 485 00:18:26,758 --> 00:18:29,240 did anybody from headquarters help you with that? 486 00:18:29,275 --> 00:18:31,964 Like, set up what you need to do? 487 00:18:32,000 --> 00:18:33,689 - No. - Did you ask them? 488 00:18:33,723 --> 00:18:35,964 - We did not ask them, actually. 489 00:18:36,000 --> 00:18:39,275 - Okay. Why? I'm just curious. - I don't know. We just-- 490 00:18:39,309 --> 00:18:40,895 - I want a drive-through at my location. 491 00:18:40,931 --> 00:18:42,275 - Sure. Sure. Oh, absolutely. 492 00:18:42,309 --> 00:18:44,172 - And I think that there's resources and folks 493 00:18:44,205 --> 00:18:46,654 that have done this for a lot of different shops, so... 494 00:18:46,689 --> 00:18:48,586 - Yeah. The reason--yeah. - I'm just very curious. 495 00:18:48,619 --> 00:18:49,723 - No, the reason we didn't 496 00:18:49,758 --> 00:18:51,723 is because a drive-through at Rita's 497 00:18:51,758 --> 00:18:53,654 is actually pretty much-- it's an anomaly. 498 00:18:53,689 --> 00:18:55,895 [dramatic music] 499 00:18:55,931 --> 00:18:58,034 - Ah, I talked to the folks, 500 00:18:58,067 --> 00:18:59,758 and they said that there's a lot of drive-throughs. 501 00:18:59,792 --> 00:19:01,378 - Are they coming in now? - There's a lot. 502 00:19:01,413 --> 00:19:02,895 - 'Cause when we started, there weren't... 503 00:19:02,931 --> 00:19:05,550 - Okay. - A few years ago. 504 00:19:05,586 --> 00:19:07,172 - She has implemented a drive-through, 505 00:19:07,205 --> 00:19:09,413 which is a very important initiative to us at Rita's. 506 00:19:09,448 --> 00:19:12,067 She hasn't used any resources that we offer. 507 00:19:12,103 --> 00:19:15,000 Oh, somebody's here. I'm taking the order? 508 00:19:15,034 --> 00:19:16,654 - Yep. - Are you hearing them, too? 509 00:19:16,689 --> 00:19:17,931 - Yes, I will on the other set. 510 00:19:17,964 --> 00:19:20,067 - Hi. Welcome to Rita's. May I take your order? 511 00:19:20,103 --> 00:19:23,517 [no audio] 512 00:19:23,550 --> 00:19:25,895 [tense music] 513 00:19:25,931 --> 00:19:28,034 Hello. Can you hear us? 514 00:19:28,067 --> 00:19:29,758 - Can you hear me? - Yes, I can. 515 00:19:29,792 --> 00:19:31,689 I can hear you, sir. - Can you hear us? 516 00:19:31,723 --> 00:19:33,103 - Yeah, now I can. Okay. 517 00:19:33,136 --> 00:19:36,448 I would like a-- [audio cuts out] 518 00:19:36,481 --> 00:19:39,000 - I was excited this morning to come here 519 00:19:39,034 --> 00:19:41,309 and really see the drive-through in action. 520 00:19:41,344 --> 00:19:45,136 [audio breaking up] 521 00:19:45,172 --> 00:19:46,413 The headsets aren't right. 522 00:19:46,448 --> 00:19:48,275 ♪ 523 00:19:48,309 --> 00:19:50,378 And it's not ready for operation. 524 00:19:50,413 --> 00:19:52,000 Sir, would you mind coming up to the window 525 00:19:52,034 --> 00:19:53,586 and I'll take your order face-to-face? 526 00:19:53,619 --> 00:19:55,103 I can't hear you. 527 00:19:55,136 --> 00:19:57,067 - I was absolutely having difficulty hearing people. 528 00:19:57,103 --> 00:19:58,654 When we had been testing it out, 529 00:19:58,689 --> 00:20:01,275 it seemed to work just fine, so I don't know if it was 530 00:20:01,309 --> 00:20:03,034 because we're all stressed out today 531 00:20:03,067 --> 00:20:04,517 'cause there's a lot going on. 532 00:20:04,550 --> 00:20:07,413 This is not working out as great as I would like it to. 533 00:20:07,448 --> 00:20:09,172 ♪ 534 00:20:09,205 --> 00:20:11,034 - It's getting pretty chaotic in there. 535 00:20:11,067 --> 00:20:12,689 Hi. $5.29 today. 536 00:20:12,723 --> 00:20:15,481 Walking from the counter to the drive-through window 537 00:20:15,517 --> 00:20:17,067 is far from ideal. 538 00:20:17,103 --> 00:20:18,448 Thank you. 539 00:20:18,481 --> 00:20:19,895 The children running back and forth, 540 00:20:19,931 --> 00:20:22,275 that's a very big safety concern for me. 541 00:20:22,309 --> 00:20:24,517 ♪ 542 00:20:24,550 --> 00:20:26,895 - Can I get a gelati? - What flavor? 543 00:20:26,931 --> 00:20:28,758 [children babbling] 544 00:20:28,792 --> 00:20:30,378 - Hello? 545 00:20:30,413 --> 00:20:32,517 - Hello. Is that with vanilla, chocolate, or twist custard? 546 00:20:32,550 --> 00:20:34,205 [child shouts, giggles] 547 00:20:34,240 --> 00:20:36,862 Clearly, Stefani is not ready for customers. 548 00:20:36,895 --> 00:20:39,619 - Nice job handling the chaos of the drive-through. 549 00:20:39,654 --> 00:20:42,654 - And, honestly, who would want to come back? 550 00:20:42,689 --> 00:20:44,964 - Is the drive-through new? - It is new. 551 00:20:45,000 --> 00:20:47,034 I'm really more than disappointed. 552 00:20:47,067 --> 00:20:49,034 I'm--I'm quite angry. 553 00:20:49,067 --> 00:20:51,136 ♪ 554 00:20:51,172 --> 00:20:53,103 I need to break cover right now 555 00:20:53,136 --> 00:20:54,275 and shut down this drive-through. 556 00:20:54,309 --> 00:20:56,205 Can I have a word with you? - Yeah. 557 00:20:56,240 --> 00:20:58,275 ♪ 558 00:21:05,758 --> 00:21:07,240 - Hello, can you hear us? 559 00:21:07,275 --> 00:21:09,723 I'm undercover at one of our newest drive-throughs 560 00:21:09,758 --> 00:21:11,103 with franchise owner Stefani. 561 00:21:11,136 --> 00:21:13,448 - Nice job handling the chaos of the drive-through. 562 00:21:13,481 --> 00:21:15,586 - But things are out of control. 563 00:21:15,619 --> 00:21:17,205 Can I have a word with you? - Yeah, of course. 564 00:21:17,240 --> 00:21:18,758 - Okay, let's go-- let's go out here. 565 00:21:18,792 --> 00:21:20,689 We want to help our franchisees, 566 00:21:20,723 --> 00:21:24,550 but this situation, this has gone a little rogue. 567 00:21:24,586 --> 00:21:27,378 Stefani and I need to have a conversation. 568 00:21:27,413 --> 00:21:29,586 The drive-through operation needs to be shut down. 569 00:21:29,619 --> 00:21:32,344 ♪ 570 00:21:32,378 --> 00:21:33,550 So, Stefani... 571 00:21:33,586 --> 00:21:35,172 - Yes. 572 00:21:35,205 --> 00:21:37,689 - I wanted to talk to you a little bit 573 00:21:37,723 --> 00:21:39,723 because I wanted to share with you. 574 00:21:39,758 --> 00:21:41,895 - Okay. - I'm really not Marcy Morgan. 575 00:21:41,931 --> 00:21:43,826 I'm Linda Chadwick, CEO of Rita's. 576 00:21:43,862 --> 00:21:45,378 - Stop it. No, you're not. [laughs] 577 00:21:45,413 --> 00:21:46,895 - And you're on "Undercover Boss." 578 00:21:46,931 --> 00:21:48,034 - Oh, okay. 579 00:21:48,067 --> 00:21:50,378 - The reason why I'm breaking cover-- 580 00:21:50,413 --> 00:21:53,862 I saw a few things today that are really concerning. 581 00:21:53,895 --> 00:21:56,205 We have to shut down the drive-through. 582 00:21:58,000 --> 00:21:59,792 It's just not safe for our guests. 583 00:21:59,826 --> 00:22:01,205 From a signage standpoint, 584 00:22:01,240 --> 00:22:03,034 we have to make sure that our guests know 585 00:22:03,067 --> 00:22:04,619 exactly how to get through drive-through 586 00:22:04,654 --> 00:22:06,723 and how to exit drive-through. - Yes. Yep. 587 00:22:06,758 --> 00:22:08,067 - It's critical. 588 00:22:08,103 --> 00:22:10,550 And the other thing is the headset issues 589 00:22:10,586 --> 00:22:11,931 that we experienced today. - Yeah. 590 00:22:11,964 --> 00:22:13,275 - That's not right. 591 00:22:13,309 --> 00:22:16,103 The other issue is, I think your children are lovely, 592 00:22:16,136 --> 00:22:18,413 and I was a single parent for a long time. 593 00:22:18,448 --> 00:22:19,723 - Sure. - I know how hard it is. 594 00:22:19,758 --> 00:22:21,619 - Yep. - I'm really worried 595 00:22:21,654 --> 00:22:24,103 about the kids' back-and-forths in the dining room. 596 00:22:24,136 --> 00:22:26,654 - Yeah, today was definitely a bit of a wild day. 597 00:22:26,689 --> 00:22:28,413 - Yeah. 598 00:22:28,448 --> 00:22:30,240 ♪ 599 00:22:30,275 --> 00:22:33,067 - I'm not sure how I feel right now. 600 00:22:33,103 --> 00:22:35,550 I'm not sure if I'm annoyed or, like... 601 00:22:35,586 --> 00:22:39,136 [laughs] Shocked or what I am at the moment. 602 00:22:39,172 --> 00:22:41,792 I feel like it needs to, like, sink in for a hot second. 603 00:22:41,826 --> 00:22:44,172 ♪ 604 00:22:44,205 --> 00:22:45,309 Yeah, I don't know. 605 00:22:45,344 --> 00:22:46,758 I don't know how to feel right now. 606 00:22:46,792 --> 00:22:48,378 - I'm going back to headquarters, 607 00:22:48,413 --> 00:22:50,378 and I'll be in touch. - Okay. 608 00:22:50,413 --> 00:22:52,000 - Thanks. - Mm-hmm. 609 00:22:52,034 --> 00:22:54,378 - I really didn't expect the day to go like this. 610 00:22:54,413 --> 00:22:58,000 I really came here to see a drive-through in action, 611 00:22:58,034 --> 00:23:00,654 but that's not what happened. 612 00:23:00,689 --> 00:23:02,448 I need to go back to headquarters, 613 00:23:02,481 --> 00:23:04,723 speak with the team, because, clearly, 614 00:23:04,758 --> 00:23:08,654 Stefani has gone rogue, and that's unacceptable. 615 00:23:08,689 --> 00:23:15,723 ♪ 616 00:23:18,205 --> 00:23:21,413 [upbeat music] 617 00:23:21,448 --> 00:23:23,862 ♪ 618 00:23:23,895 --> 00:23:25,964 I'm here today in Orlando 619 00:23:26,000 --> 00:23:27,448 because Florida's one of the states 620 00:23:27,481 --> 00:23:30,586 that we are focused on in expanding locations. 621 00:23:31,931 --> 00:23:34,448 But my biggest challenge is recruitment, 622 00:23:34,481 --> 00:23:36,586 so I'm always on the lookout 623 00:23:36,619 --> 00:23:39,378 for new ways to hire great people. 624 00:23:39,413 --> 00:23:42,034 And I've been told that the shop I'm visiting today 625 00:23:42,067 --> 00:23:43,895 has some very interesting ideas 626 00:23:43,931 --> 00:23:46,723 about recruiting Treat Team members, 627 00:23:46,758 --> 00:23:48,378 And I'm really excited to work 628 00:23:48,413 --> 00:23:51,758 with franchise owner Andrew so I can discover more. 629 00:23:53,240 --> 00:23:56,792 [quirky music] 630 00:23:56,826 --> 00:23:58,034 [door opens] 631 00:23:58,067 --> 00:23:59,619 - Hi. - Hi. 632 00:23:59,654 --> 00:24:01,586 - Are you Marcy? - Yes, I am. Hi. 633 00:24:01,619 --> 00:24:02,689 - Are you ready for your first day on the job? 634 00:24:02,723 --> 00:24:04,378 - I am. I'm very excited. 635 00:24:04,413 --> 00:24:06,136 - I have a uniform for you. 636 00:24:06,172 --> 00:24:07,413 - Thank you. - And then there's 637 00:24:07,448 --> 00:24:09,654 two bathrooms at the end of the hall. 638 00:24:11,067 --> 00:24:13,172 Come right around back. - Sure. 639 00:24:13,205 --> 00:24:14,344 - The first thing we're gonna work on 640 00:24:14,378 --> 00:24:15,619 is we're gonna do an inventory. 641 00:24:15,654 --> 00:24:17,448 - Okay. - What I do-- 642 00:24:17,481 --> 00:24:18,895 I start with my cup stack here. 643 00:24:18,931 --> 00:24:21,448 It looks like I have one, two, three, four, 644 00:24:21,481 --> 00:24:23,654 five sleeves of quarts. 645 00:24:23,689 --> 00:24:25,895 So seven small gelati lids. 646 00:24:25,931 --> 00:24:28,826 Do you want to try doing the small ice lids? 647 00:24:28,862 --> 00:24:32,550 - 10, 12, 14... 648 00:24:32,586 --> 00:24:33,931 - We're gonna count by bottle. 649 00:24:33,964 --> 00:24:35,723 So the first flavor that we're gonna have up here 650 00:24:35,758 --> 00:24:37,034 is gonna be banana. 651 00:24:37,067 --> 00:24:38,344 - We have two of these. 652 00:24:38,378 --> 00:24:40,378 - That one is actually used for banana split. 653 00:24:40,413 --> 00:24:41,517 - That sounds really good. 654 00:24:41,550 --> 00:24:42,654 - Oh, the banana split's really good. 655 00:24:42,689 --> 00:24:44,481 A lot of work, but totally worth it. 656 00:24:44,517 --> 00:24:46,309 - Sounds awesome. Sorry. 657 00:24:46,344 --> 00:24:47,792 - So then we're on to the next shelf down. 658 00:24:47,826 --> 00:24:49,240 If you want to finish this up, 659 00:24:49,275 --> 00:24:50,964 I'm gonna work on counting my custard real quick. 660 00:24:51,000 --> 00:24:52,034 - I got it covered here. 661 00:24:52,067 --> 00:24:55,000 Thanks. - Okay, excellent. 662 00:24:55,034 --> 00:24:57,586 - Andrew trained me on taking inventory, 663 00:24:57,619 --> 00:24:59,689 but I did find it a little odd 664 00:24:59,723 --> 00:25:01,481 that he was giving me posty notes 665 00:25:01,517 --> 00:25:04,413 to write down what was on hand in the shop. 666 00:25:04,448 --> 00:25:06,205 I'm running out of little papers here. 667 00:25:06,240 --> 00:25:08,344 And, quite honestly, it's quite frustrating. 668 00:25:08,378 --> 00:25:10,550 Oh, for God's sake. 669 00:25:10,586 --> 00:25:12,964 I thought we had a well-established 670 00:25:13,000 --> 00:25:14,344 inventory system. 671 00:25:14,378 --> 00:25:16,000 I don't know what's going on here, 672 00:25:16,034 --> 00:25:17,723 but I intend to find out. 673 00:25:17,758 --> 00:25:20,792 ♪ 674 00:25:28,172 --> 00:25:30,000 I'm undercover in Orlando 675 00:25:30,034 --> 00:25:33,826 trying to do an inventory with franchise owner Andrew. 676 00:25:33,862 --> 00:25:35,619 I'm running out of little papers here. 677 00:25:35,654 --> 00:25:37,723 But, frankly, it's a mess. 678 00:25:37,758 --> 00:25:39,895 [tense music] 679 00:25:39,931 --> 00:25:41,758 Do you have a sheet or something 680 00:25:41,792 --> 00:25:43,862 that has everything printed and you can check off? 681 00:25:43,895 --> 00:25:47,448 - So there used to be a sheet that was available. 682 00:25:47,481 --> 00:25:50,481 It's a little out of date, unfortunately, 683 00:25:50,517 --> 00:25:52,275 which is why I typically don't use it. 684 00:25:52,309 --> 00:25:53,517 - Okay. - If you want to give me 685 00:25:53,550 --> 00:25:55,619 just a second, pop in here. - Certainly. 686 00:25:55,654 --> 00:25:57,517 - So, for example, 687 00:25:57,550 --> 00:25:59,723 these ones are essentially discontinued at the moment. 688 00:25:59,758 --> 00:26:01,964 Same with these two here. 689 00:26:02,000 --> 00:26:04,931 The coffee was discontinued for now. 690 00:26:04,964 --> 00:26:07,689 - The inventory checklist is out of date. 691 00:26:07,723 --> 00:26:09,172 It's not useful for him, 692 00:26:09,205 --> 00:26:10,964 and I understand why Andrew felt 693 00:26:11,000 --> 00:26:13,517 that he had to create his own ordering system, 694 00:26:13,550 --> 00:26:16,103 because what he's getting from us isn't enough. 695 00:26:16,136 --> 00:26:18,448 - So then this is the website for the ordering. 696 00:26:18,481 --> 00:26:20,413 - Uh-huh. - Now, this, unfortunately, 697 00:26:20,448 --> 00:26:21,895 could also be better organized. 698 00:26:21,931 --> 00:26:23,205 - Okay. 699 00:26:23,240 --> 00:26:24,586 - Some of the things are just not 700 00:26:24,619 --> 00:26:27,034 where they should fit with the rest of the items. 701 00:26:27,067 --> 00:26:28,448 - Okay. - So, like, for example, 702 00:26:28,481 --> 00:26:31,000 we have cones and brownies up here, 703 00:26:31,034 --> 00:26:34,067 but then directly underneath it, custard mix. 704 00:26:34,103 --> 00:26:36,378 If this stuff got moved down with the toppings, 705 00:26:36,413 --> 00:26:38,000 it would make more sense. 706 00:26:38,034 --> 00:26:40,448 - I can see that there are flaws in the ordering system. 707 00:26:40,481 --> 00:26:44,136 That particular lineup of all the inventory items 708 00:26:44,172 --> 00:26:45,654 is quite confusing. 709 00:26:45,689 --> 00:26:47,034 - So this is the lid, 710 00:26:47,067 --> 00:26:49,034 so you want to find the cup that matches this one. 711 00:26:49,067 --> 00:26:50,792 It should be somewhere in there. 712 00:26:50,826 --> 00:26:52,034 So, as you can see, 713 00:26:52,067 --> 00:26:53,826 like I said, it's kind of hard to navigate. 714 00:26:53,862 --> 00:26:56,792 - I need to take responsibility and go speak to my team 715 00:26:56,826 --> 00:26:59,067 so that we can have a more effective system in place 716 00:26:59,103 --> 00:27:01,378 so that Andrew can use the method 717 00:27:01,413 --> 00:27:03,619 and not use a lot of posty notes. 718 00:27:03,654 --> 00:27:06,723 [upbeat acoustic music] 719 00:27:06,758 --> 00:27:09,275 - Now, something we do here that's a little unique-- 720 00:27:09,309 --> 00:27:11,275 we have an initiative that we hire people 721 00:27:11,309 --> 00:27:13,344 with all sorts of different abilities. 722 00:27:13,378 --> 00:27:15,275 Any kind of disability that would make it 723 00:27:15,309 --> 00:27:16,826 more difficult for them to find work. 724 00:27:16,862 --> 00:27:19,205 - Hi, guys. How we doing? 725 00:27:19,240 --> 00:27:21,309 - These people are just as capable 726 00:27:21,344 --> 00:27:22,895 of doing the job as you and I are. 727 00:27:22,931 --> 00:27:24,378 - Yeah, absolutely. - They're fantastic. 728 00:27:24,413 --> 00:27:26,586 They work hard, and they really want to be here. 729 00:27:26,619 --> 00:27:27,619 - Please come again. 730 00:27:27,654 --> 00:27:28,758 - Thank you. - All right. 731 00:27:28,792 --> 00:27:30,205 - I'm gonna introduce you to the person 732 00:27:30,240 --> 00:27:32,034 who's gonna be training you, who is autistic. 733 00:27:32,067 --> 00:27:33,172 Pastiche? - Yes. 734 00:27:33,205 --> 00:27:34,689 - Meet Marcy. - Hi, Marcy. 735 00:27:34,723 --> 00:27:36,964 - Hi, Pastiche. How are you? - How are you? I'm Pastiche. 736 00:27:37,000 --> 00:27:39,344 - Nice to meet you. - Nice to meet you as well. 737 00:27:39,378 --> 00:27:40,792 - So, Pastiche, you're just gonna show her 738 00:27:40,826 --> 00:27:42,034 how to do everything just to give her 739 00:27:42,067 --> 00:27:43,344 an idea of what to do. 740 00:27:43,378 --> 00:27:46,240 - All righty. So first thing we are going to do 741 00:27:46,275 --> 00:27:48,758 is I want to show you the cash register. 742 00:27:49,931 --> 00:27:51,689 Hi. How are you today? - Good. And you? 743 00:27:51,723 --> 00:27:54,309 - Good. We have a kid's ice. 744 00:27:54,344 --> 00:27:56,240 So you press "Italian ice." - Mm-hmm. 745 00:27:56,275 --> 00:27:58,481 - And then right here you're gonna hit "kid's ice." 746 00:27:58,517 --> 00:28:02,205 So your total today is only gonna be $3.50. 747 00:28:02,240 --> 00:28:04,964 All right. You have a wonderful day. 748 00:28:05,000 --> 00:28:06,619 - Thank you. You too. - Thank you, sir. 749 00:28:06,654 --> 00:28:08,792 - And then you hit "done." 750 00:28:10,413 --> 00:28:12,000 - How long have you been doing this? 751 00:28:12,034 --> 00:28:15,723 - I have worked here for about a year and a half. 752 00:28:15,758 --> 00:28:17,309 I am autistic, 753 00:28:17,344 --> 00:28:21,826 and my employers are actually letting me do all the tasks... 754 00:28:21,862 --> 00:28:25,758 - Yeah. - Without any assistance. 755 00:28:25,792 --> 00:28:27,619 - Did you want a small or a large? 756 00:28:27,654 --> 00:28:30,931 - We all have abilities. 757 00:28:30,964 --> 00:28:32,413 A large? All right. 758 00:28:32,448 --> 00:28:35,964 So I think it is so important to recognize 759 00:28:36,000 --> 00:28:39,275 those who are autistic 760 00:28:39,309 --> 00:28:41,689 or have any other disabilities, 761 00:28:41,723 --> 00:28:44,964 and I think employers need to see that. 762 00:28:45,000 --> 00:28:49,103 I think working at Rita's has given me a lot of benefit 763 00:28:49,136 --> 00:28:52,344 to become an independent individual. 764 00:28:52,378 --> 00:28:54,205 - Pastiche taught me 765 00:28:54,240 --> 00:28:56,309 about the register system today. 766 00:28:56,344 --> 00:28:59,413 She also brought me over to make all the products. 767 00:28:59,448 --> 00:29:01,895 - All right. Yes. - Whoo. 768 00:29:01,931 --> 00:29:03,550 Not so pretty as yours. 769 00:29:03,586 --> 00:29:04,895 She was right on point, 770 00:29:04,931 --> 00:29:08,067 and she is just a dynamite individual. 771 00:29:08,103 --> 00:29:10,034 [cheerful music] 772 00:29:10,067 --> 00:29:12,034 I used to be an art teacher, 773 00:29:12,067 --> 00:29:14,000 so I love it when children draw. 774 00:29:14,034 --> 00:29:18,654 - I have been drawing since I was probably five. 775 00:29:18,689 --> 00:29:20,000 - What do you like to draw? 776 00:29:20,034 --> 00:29:23,034 - I do draw a lot of characters 777 00:29:23,067 --> 00:29:26,034 relating to a children's storybook. 778 00:29:26,067 --> 00:29:28,586 - Oh, wow. You working on a children's storybook? 779 00:29:28,619 --> 00:29:31,619 - I am. - These are beautiful. 780 00:29:31,654 --> 00:29:33,309 - It just comes straight from the heart, 781 00:29:33,344 --> 00:29:35,862 and I do this because, when I draw, 782 00:29:35,895 --> 00:29:38,586 I think about the people that I'm doing this for... 783 00:29:38,619 --> 00:29:39,895 - Mm-hmm. - Because... 784 00:29:39,931 --> 00:29:41,378 there's a lot of autistic people 785 00:29:41,413 --> 00:29:42,723 and a lot of disabled people 786 00:29:42,758 --> 00:29:44,550 that are still struggling, so... 787 00:29:44,586 --> 00:29:46,205 - I just started a conversation with her 788 00:29:46,240 --> 00:29:47,344 about art, 789 00:29:47,378 --> 00:29:48,619 and next thing you know, 790 00:29:48,654 --> 00:29:50,619 she was sharing with me her wonderful work. 791 00:29:50,654 --> 00:29:55,136 - It symbolizes those who have came to acceptance 792 00:29:55,172 --> 00:29:57,723 that they're autistic and those who haven't. 793 00:29:57,758 --> 00:30:00,136 With my book and with my illustrations, 794 00:30:00,172 --> 00:30:04,205 I'm definitely hoping to make an impact on society. 795 00:30:04,240 --> 00:30:07,550 - I thank you so much for training me 796 00:30:07,586 --> 00:30:08,862 and giving me all your knowledge, 797 00:30:08,895 --> 00:30:10,344 and I hope to see you soon. 798 00:30:10,378 --> 00:30:13,172 - I hope to see you soon, too. - Okay. All right. 799 00:30:13,205 --> 00:30:15,067 Today to meet Pastiche 800 00:30:15,103 --> 00:30:16,448 and learn more about her story, 801 00:30:16,481 --> 00:30:17,792 it's very inspiring. 802 00:30:17,826 --> 00:30:19,826 Whew. Long day. 803 00:30:19,862 --> 00:30:21,034 - Yeah. - Thank you. 804 00:30:21,067 --> 00:30:22,758 It was really great to get an opportunity 805 00:30:22,792 --> 00:30:24,205 to work with you in your shop. 806 00:30:24,240 --> 00:30:26,448 I love your initiative, what you're doing here. 807 00:30:26,481 --> 00:30:27,550 It's really amazing. 808 00:30:27,586 --> 00:30:29,240 - Part of the reason I was so on board 809 00:30:29,275 --> 00:30:32,895 with the disability inclusion that we do here-- 810 00:30:32,931 --> 00:30:35,136 my fiancé, Chip, who is autistic, 811 00:30:35,172 --> 00:30:38,448 is also my business partner in this venture. 812 00:30:38,481 --> 00:30:40,172 Chip and I are actually supposed to be getting married 813 00:30:40,205 --> 00:30:42,067 in September, so not too long. - That's so great. 814 00:30:42,103 --> 00:30:43,586 - But it's really his idea 815 00:30:43,619 --> 00:30:46,136 that we started the whole hiring initiative 816 00:30:46,172 --> 00:30:48,172 that we have from his personal experience. 817 00:30:48,205 --> 00:30:51,792 - Right. - So he wants to inspire, 818 00:30:51,826 --> 00:30:54,517 you know, and help people become better than they are. 819 00:30:54,550 --> 00:30:56,172 - That's awesome. 820 00:30:56,205 --> 00:30:57,895 - And it's just, you know... 821 00:30:57,931 --> 00:30:59,517 [voice breaking] My way of kind of-- 822 00:30:59,550 --> 00:31:02,000 Sorry. - No, don't be sorry. 823 00:31:02,034 --> 00:31:04,136 - I'm just trying to help and give back. 824 00:31:04,172 --> 00:31:05,344 - Yeah, I can see that. 825 00:31:05,378 --> 00:31:06,758 I can see that in your shop 826 00:31:06,792 --> 00:31:09,619 and how you treat everybody very special. 827 00:31:09,654 --> 00:31:11,758 - That's what we try and do-- treat everybody the way 828 00:31:11,792 --> 00:31:13,000 that they deserve to be treated. 829 00:31:13,034 --> 00:31:15,275 - Mm-hmm. Yeah. 830 00:31:15,309 --> 00:31:17,413 - Sorry. [laughs] 831 00:31:17,448 --> 00:31:19,034 [emotional music] 832 00:31:19,067 --> 00:31:22,136 - Going undercover here today was such a great opportunity 833 00:31:22,172 --> 00:31:25,413 to see firsthand a fantastic disability initiative. 834 00:31:25,448 --> 00:31:27,862 And I need to think how I can encourage 835 00:31:27,895 --> 00:31:29,413 other franchise owners 836 00:31:29,448 --> 00:31:33,619 to be as inclusive as Andrew in their hiring practices. 837 00:31:34,689 --> 00:31:37,862 The biggest reward today was really meeting team members 838 00:31:37,895 --> 00:31:40,517 like Pastiche who have overcome 839 00:31:40,550 --> 00:31:43,895 personal struggles and challenges in her life 840 00:31:43,931 --> 00:31:46,067 to really be a thriving Treat Team member. 841 00:31:46,103 --> 00:31:47,895 [voice breaking] It's made me very proud 842 00:31:47,931 --> 00:31:49,378 to be the CEO of Rita's. 843 00:31:49,413 --> 00:31:52,550 ♪ 844 00:31:52,586 --> 00:31:53,826 Okay. 845 00:31:53,862 --> 00:31:58,723 ♪ 846 00:32:00,205 --> 00:32:02,517 I thoroughly enjoyed being undercover. 847 00:32:02,550 --> 00:32:04,448 This has been an amazing opportunity for me 848 00:32:04,481 --> 00:32:07,067 to be boots on the ground, in the shops, doing the jobs. 849 00:32:07,103 --> 00:32:09,172 And this is something that I can take back 850 00:32:09,205 --> 00:32:10,481 and learn from. 851 00:32:10,517 --> 00:32:12,205 I'm ready to go back to headquarters 852 00:32:12,240 --> 00:32:14,448 and start having conversations with my team 853 00:32:14,481 --> 00:32:17,240 so we can really improve our business 854 00:32:17,275 --> 00:32:19,550 and help our franchisees grow. 855 00:32:22,931 --> 00:32:25,378 [dramatic music] 856 00:32:25,413 --> 00:32:27,067 Today the employees I met 857 00:32:27,103 --> 00:32:29,723 are returning for one final day of filming. 858 00:32:29,758 --> 00:32:30,862 - A little bit nervous. 859 00:32:30,895 --> 00:32:32,481 I'm hoping it's gonna be 860 00:32:32,517 --> 00:32:34,895 that I'm just gonna get yelled at for certain things, 861 00:32:34,931 --> 00:32:36,619 because, you know, this is my livelihood. 862 00:32:36,654 --> 00:32:39,619 - Hezrron and Andrew think they're giving feedback 863 00:32:39,654 --> 00:32:42,034 on their time with Marcy in the fake documentary. 864 00:32:42,067 --> 00:32:43,275 - Do you know 865 00:32:43,309 --> 00:32:44,895 who you're supposed to be meeting with today? 866 00:32:44,931 --> 00:32:46,550 - I assume the company, maybe Marcy. 867 00:32:46,586 --> 00:32:47,723 I'm not really sure. 868 00:32:47,758 --> 00:32:54,758 ♪ 869 00:33:02,240 --> 00:33:05,723 - Do you recognize me? - Um, Marcy? 870 00:33:05,758 --> 00:33:07,931 - Well, my name is not Marcy. 871 00:33:09,275 --> 00:33:11,378 I'm Linda Chadwick. - Oh. 872 00:33:11,413 --> 00:33:14,723 - And I'm the president and CEO of Rita's Italian Ice. 873 00:33:14,758 --> 00:33:17,000 - [laughs nervously] 874 00:33:17,034 --> 00:33:18,240 Oh, my God. 875 00:33:18,275 --> 00:33:20,034 - You're on "Undercover Boss." 876 00:33:20,067 --> 00:33:22,205 - [laughing] 877 00:33:22,240 --> 00:33:24,654 - I didn't expect that. 878 00:33:24,689 --> 00:33:27,550 [laughing] Can I just throw up for a second? 879 00:33:27,586 --> 00:33:30,931 announcer: Coming up, it's decision time on Stefani. 880 00:33:30,964 --> 00:33:32,275 - You like to do things your way, 881 00:33:32,309 --> 00:33:35,000 but we can't have rogue behavior. 882 00:33:35,034 --> 00:33:36,619 - [crying] Oh, my word. 883 00:33:36,654 --> 00:33:39,034 announcer: And the boss reveals life-changing news. 884 00:33:39,067 --> 00:33:41,481 - [screams] [laughter] 885 00:33:41,517 --> 00:33:44,413 I'm shaking. This is what I've always wanted. 886 00:33:44,448 --> 00:33:46,654 ♪ 887 00:33:54,240 --> 00:33:56,550 - Hezrron, I had a great time 888 00:33:56,586 --> 00:33:58,654 working in your shop, so thank you. 889 00:33:58,689 --> 00:34:00,103 - It was my pleasure. 890 00:34:00,136 --> 00:34:02,448 - But I really struggled with your cash register system. 891 00:34:02,481 --> 00:34:03,550 - Mm-hmm. 892 00:34:03,586 --> 00:34:05,964 - And the dial-up for the credit card, 893 00:34:06,000 --> 00:34:07,275 that's a disaster. 894 00:34:07,309 --> 00:34:09,724 - The goal was to get a new one, 895 00:34:09,757 --> 00:34:12,103 but it's not cheap. 896 00:34:12,137 --> 00:34:13,585 - And I appreciate that. 897 00:34:13,619 --> 00:34:17,275 So I'm going to give you $5,000 898 00:34:17,309 --> 00:34:21,034 to upgrade your cash register and your internet. 899 00:34:21,068 --> 00:34:23,481 - I'm grateful. Thank you. 900 00:34:23,516 --> 00:34:24,481 - You're welcome. 901 00:34:24,516 --> 00:34:26,068 So can we talk a little bit 902 00:34:26,103 --> 00:34:29,034 about the event that we did and the cart? 903 00:34:29,068 --> 00:34:31,896 - Sure. Yep. - You can't keep the ices cold. 904 00:34:31,931 --> 00:34:34,724 So it's time to retire that cart. 905 00:34:34,757 --> 00:34:37,757 - [laughs] Yes. Yeah. 906 00:34:37,793 --> 00:34:40,378 - I'm going to award you... 907 00:34:40,413 --> 00:34:42,309 a new prototype trailer. 908 00:34:42,344 --> 00:34:44,103 [emotional music] 909 00:34:44,137 --> 00:34:46,309 It has a $60,000 value. 910 00:34:46,344 --> 00:34:47,688 - Oh, wow. 911 00:34:47,724 --> 00:34:49,827 - This is a picture of our new prototype. 912 00:34:49,862 --> 00:34:50,965 How does that look to you? 913 00:34:51,000 --> 00:34:53,447 - That's beautiful. That's gorgeous. 914 00:34:53,481 --> 00:34:55,896 - It is all equipped with a generator 915 00:34:55,931 --> 00:34:59,378 so that you can effectively do the events. 916 00:34:59,413 --> 00:35:01,827 - [sighs] I-- 917 00:35:01,862 --> 00:35:04,206 [sighs] - Will that help? 918 00:35:04,240 --> 00:35:05,965 - It's a tremendous help. 919 00:35:07,206 --> 00:35:09,034 Thank you so much, Marcy. I appreciate it. 920 00:35:09,068 --> 00:35:11,137 - Marcy? You called me Marcy. 921 00:35:11,172 --> 00:35:13,585 - Yes. Linda. [laughter] 922 00:35:13,619 --> 00:35:17,344 - So, also, you work very, very, very hard. 923 00:35:17,378 --> 00:35:20,862 You're there all day into the evening, 924 00:35:20,896 --> 00:35:22,862 and you're there seven days a week. 925 00:35:22,896 --> 00:35:24,034 - Mm-hmm. 926 00:35:24,068 --> 00:35:25,619 - So I want to give you something back 927 00:35:25,655 --> 00:35:27,862 for all your hard work and loyalty. 928 00:35:27,896 --> 00:35:31,344 I'm going to award you $10,000 929 00:35:31,378 --> 00:35:33,585 so that you and your family 930 00:35:33,619 --> 00:35:35,516 can take a well-deserved vacation. 931 00:35:35,550 --> 00:35:37,793 - I-- [chuckles] 932 00:35:37,827 --> 00:35:41,309 You know, I'm not, like-- I'm not a showy person. 933 00:35:41,344 --> 00:35:43,378 I'm not, like, an emotional person, 934 00:35:43,413 --> 00:35:47,275 so, like, right now I just don't know how to react. 935 00:35:47,309 --> 00:35:49,550 I-I... 936 00:35:49,585 --> 00:35:50,827 I'm trying to hold it in. 937 00:35:50,862 --> 00:35:52,413 Thank you. Can I give you a hug? 938 00:35:52,447 --> 00:35:54,724 - Yeah. Absolutely. - Thank you so much. 939 00:35:54,757 --> 00:35:56,068 - [chuckles] 940 00:35:56,103 --> 00:35:58,655 - Thank you. Thank you. Thank you. 941 00:35:58,688 --> 00:36:00,309 It's amazing. It's amazing. 942 00:36:00,344 --> 00:36:02,034 My knees are shaking. 943 00:36:02,068 --> 00:36:04,724 I'm on cloud nine. I'm, like, so happy. 944 00:36:04,757 --> 00:36:06,757 You're doing something that you love, that you enjoy, 945 00:36:06,793 --> 00:36:10,413 and getting rewarded for that is, like--it's priceless. 946 00:36:11,724 --> 00:36:13,550 - Stefani... - Mm-hmm. 947 00:36:13,585 --> 00:36:15,413 - I went undercover to really learn 948 00:36:15,447 --> 00:36:17,034 what was going on in our company. 949 00:36:17,068 --> 00:36:18,896 - Mm-hmm. - But I really didn't expect 950 00:36:18,931 --> 00:36:20,724 to shut down a drive-through. - Okay. 951 00:36:20,757 --> 00:36:24,378 - The issues really are that it's a hazard for the guests. 952 00:36:24,413 --> 00:36:27,550 We don't have entrance and exit signs. 953 00:36:27,585 --> 00:36:29,827 Headsets are not proper, 954 00:36:29,862 --> 00:36:32,757 and you're only open limited hours. 955 00:36:32,793 --> 00:36:36,000 - Yeah, I would say that would be a fair representation. 956 00:36:36,034 --> 00:36:38,757 - So I believe that there was brand damage done. 957 00:36:38,793 --> 00:36:41,309 Drive-through is a very important initiative for me. 958 00:36:41,344 --> 00:36:43,309 - Mm-hmm. - And I feel that you 959 00:36:43,344 --> 00:36:45,896 didn't utilize the resources that were available. 960 00:36:45,931 --> 00:36:47,344 - Really? 961 00:36:47,378 --> 00:36:50,896 I don't think we completely went off... 962 00:36:50,931 --> 00:36:52,344 on our own really. 963 00:36:52,378 --> 00:36:54,309 - Well, when I was Marcy... - Mm-hmm. 964 00:36:54,344 --> 00:36:56,206 - I asked you if you used 965 00:36:56,240 --> 00:36:57,757 any of the resources... - Mm-hmm. 966 00:36:57,793 --> 00:36:59,447 - Or worked with corporate... - Mm-hmm. 967 00:36:59,481 --> 00:37:02,688 - And you actually said no. - Oh, okay. 968 00:37:02,724 --> 00:37:04,068 - You like to do things your way. 969 00:37:04,103 --> 00:37:06,137 But in a brand, 970 00:37:06,172 --> 00:37:09,206 we can't have rogue behavior. 971 00:37:09,240 --> 00:37:11,206 - I understand. - Hmm. 972 00:37:11,240 --> 00:37:13,896 [tense music] 973 00:37:13,931 --> 00:37:16,965 But I totally get the drive-through's new, 974 00:37:17,000 --> 00:37:19,240 and you are in a learning phase, 975 00:37:19,275 --> 00:37:22,206 so I want to help you. 976 00:37:22,240 --> 00:37:25,240 I want to help you to be able to reopen the drive-through. 977 00:37:26,585 --> 00:37:29,896 I want to give you $25,000 978 00:37:29,931 --> 00:37:33,172 to fix everything before you open again. 979 00:37:33,206 --> 00:37:34,896 - [crying] Oh, my word. 980 00:37:34,931 --> 00:37:36,550 ♪ 981 00:37:36,585 --> 00:37:39,137 That would be incredible. 982 00:37:39,172 --> 00:37:40,827 I put my life into this store, 983 00:37:40,862 --> 00:37:43,896 so I do really appreciate the help. 984 00:37:43,931 --> 00:37:45,344 I really do. 985 00:37:45,378 --> 00:37:47,481 Thank you. - My pleasure. 986 00:37:48,827 --> 00:37:50,103 So I want to talk to you 987 00:37:50,137 --> 00:37:52,793 about raising a family and juggling a career. 988 00:37:52,827 --> 00:37:55,793 As a business owner and a mom... 989 00:37:55,827 --> 00:37:57,481 - Mm-hmm. - It's hard. 990 00:37:57,516 --> 00:37:58,896 - It's very hard. - I know it's hard. 991 00:37:58,931 --> 00:38:00,103 - Yeah. - I've done it. 992 00:38:00,137 --> 00:38:01,585 - Yep. - But I want to see 993 00:38:01,619 --> 00:38:02,724 your business thrive. 994 00:38:02,757 --> 00:38:04,344 I really do. - Me too. 995 00:38:04,378 --> 00:38:06,344 I desperately want that as well. 996 00:38:06,378 --> 00:38:08,206 - So let me help you. 997 00:38:08,240 --> 00:38:11,275 If you're willing, I will personally mentor you. 998 00:38:11,309 --> 00:38:14,240 - [sobs] Thank you. 999 00:38:14,275 --> 00:38:16,137 - I'll give you my personal cell phone number. 1000 00:38:16,172 --> 00:38:17,516 - Mm-hmm. 1001 00:38:17,550 --> 00:38:19,481 - And I'm available to you to talk about anything... 1002 00:38:19,516 --> 00:38:21,378 - That would be amazing. - The business... 1003 00:38:21,413 --> 00:38:22,757 - Mm-hmm. - Family. 1004 00:38:22,793 --> 00:38:23,896 - Oh. 1005 00:38:23,931 --> 00:38:25,068 Thank you. 1006 00:38:25,103 --> 00:38:27,550 - Working together, we can do this, 1007 00:38:27,585 --> 00:38:29,034 but you can't go rogue. 1008 00:38:29,068 --> 00:38:31,896 - [laughing] I promise I will not in the future. 1009 00:38:31,931 --> 00:38:33,137 Yep. 1010 00:38:33,172 --> 00:38:35,757 It's really appreciated. 1011 00:38:35,793 --> 00:38:37,724 It really is. 1012 00:38:37,757 --> 00:38:40,034 "Am I gonna lose my franchise?" 1013 00:38:40,068 --> 00:38:41,965 Like, that's what I was thinking about. 1014 00:38:42,000 --> 00:38:44,103 I didn't expect, like, to really get this much help. 1015 00:38:44,137 --> 00:38:46,724 [crying] I put my whole life into this store, 1016 00:38:46,757 --> 00:38:49,068 so that means a lot to me. 1017 00:38:49,103 --> 00:38:50,724 - Hello, Andrew. 1018 00:38:50,757 --> 00:38:52,068 - [laughs] 1019 00:38:52,103 --> 00:38:55,757 The day that I spent in your shop was very special. 1020 00:38:55,793 --> 00:38:59,309 But the first job was inventory processing. 1021 00:38:59,344 --> 00:39:00,516 - Mm-hmm. 1022 00:39:00,550 --> 00:39:01,931 - You gave me all these posty notes. 1023 00:39:01,965 --> 00:39:04,034 - Yeah. - What's that all about? 1024 00:39:04,068 --> 00:39:08,034 - So there's not a thorough list that I can go off of, 1025 00:39:08,068 --> 00:39:11,550 and the website we use, everything's just jumbled. 1026 00:39:11,585 --> 00:39:13,206 - I know that that's a challenge. 1027 00:39:13,240 --> 00:39:15,481 So, over the next couple years, 1028 00:39:15,516 --> 00:39:18,757 Rita's is going to invest over half a million dollars 1029 00:39:18,793 --> 00:39:20,275 in improving our technology. 1030 00:39:20,309 --> 00:39:22,896 Websites, ordering systems, inventory-- 1031 00:39:22,931 --> 00:39:24,240 we're gonna upgrade it all. 1032 00:39:24,275 --> 00:39:25,724 - I think that's a brilliant idea. 1033 00:39:25,757 --> 00:39:29,034 [laughing] That would make me really happy. 1034 00:39:29,068 --> 00:39:31,862 - So the diversity initiative that you and Chip, 1035 00:39:31,896 --> 00:39:33,240 your partner and fiancé, 1036 00:39:33,275 --> 00:39:36,827 have implemented is truly inspiring. 1037 00:39:36,862 --> 00:39:40,896 You provide opportunities for folks who have disability. 1038 00:39:40,931 --> 00:39:43,447 - Let me tell you--I have people pounding down the doors 1039 00:39:43,481 --> 00:39:44,931 trying to get a job at my shop 1040 00:39:44,965 --> 00:39:46,550 because they've been discriminated against 1041 00:39:46,585 --> 00:39:47,965 somewhere else. 1042 00:39:48,000 --> 00:39:50,827 You know, people like Pastiche, what a wonderful person. 1043 00:39:50,862 --> 00:39:53,068 - I thoroughly enjoyed working with her. 1044 00:39:53,103 --> 00:39:55,378 Do you think we could call her? 1045 00:39:55,413 --> 00:39:57,309 I really want to get a chance to talk to her again. 1046 00:39:57,344 --> 00:39:59,309 [line ringing] 1047 00:39:59,344 --> 00:40:01,344 - Hey. - Hey, Andrew. 1048 00:40:01,378 --> 00:40:02,862 - Here we go. - Let me hold. 1049 00:40:02,896 --> 00:40:05,344 - Here. - Pastiche, hi. 1050 00:40:05,378 --> 00:40:07,481 - Hi! - Do you recognize me? 1051 00:40:07,516 --> 00:40:08,550 - Marcy? 1052 00:40:08,585 --> 00:40:10,137 - My real name is Linda, 1053 00:40:10,172 --> 00:40:13,724 and I'm the CEO of Rita's Italian Ice. 1054 00:40:13,757 --> 00:40:15,931 [Andrew laughs] - What? 1055 00:40:15,965 --> 00:40:18,103 - You inspired me so much, 1056 00:40:18,137 --> 00:40:20,344 I would really like to invite you 1057 00:40:20,378 --> 00:40:23,688 to come to our headquarters and talk to our team... 1058 00:40:23,724 --> 00:40:25,240 - [screams] 1059 00:40:25,275 --> 00:40:28,034 - To create a diversity initiative 1060 00:40:28,068 --> 00:40:29,172 for Rita's. 1061 00:40:29,206 --> 00:40:32,447 [emotional music] 1062 00:40:32,481 --> 00:40:35,585 - That sounds perfect. Wow. 1063 00:40:35,619 --> 00:40:38,068 - I'm gonna, of course, pay you for your time. 1064 00:40:38,103 --> 00:40:40,378 How does $15,000 sound? 1065 00:40:40,413 --> 00:40:42,206 - [screams] 1066 00:40:42,240 --> 00:40:44,137 [laughing] Oh, my God! 1067 00:40:44,172 --> 00:40:46,000 ♪ 1068 00:40:46,034 --> 00:40:49,896 - The other thing is, we want to give you $5,000 1069 00:40:49,931 --> 00:40:52,344 to help you publish your book. 1070 00:40:52,378 --> 00:40:55,344 - [screaming, laughing] 1071 00:40:55,378 --> 00:40:57,827 ♪ 1072 00:40:57,862 --> 00:41:01,137 I'm shaking, and I want to cry tears of joy right now 1073 00:41:01,172 --> 00:41:02,481 'cause this is all-- 1074 00:41:02,516 --> 00:41:04,481 this is what I've always wanted. 1075 00:41:04,516 --> 00:41:06,447 Thank you so much. 1076 00:41:06,481 --> 00:41:08,275 - No, thank you. 1077 00:41:08,309 --> 00:41:10,206 Bye-bye. 1078 00:41:10,240 --> 00:41:11,931 - Bye. 1079 00:41:11,965 --> 00:41:13,413 - That was really awesome. 1080 00:41:13,447 --> 00:41:15,965 It means a lot that as a brand, we are taking on 1081 00:41:16,000 --> 00:41:18,481 trying to expand the project 1082 00:41:18,516 --> 00:41:20,378 that Chip and myself have started. 1083 00:41:20,413 --> 00:41:23,344 - I also know you both were working together 1084 00:41:23,378 --> 00:41:26,240 to have a wedding and a honeymoon. 1085 00:41:26,275 --> 00:41:28,413 I want to help you and Chip. 1086 00:41:28,447 --> 00:41:31,034 I'm going to give you $15,000 1087 00:41:31,068 --> 00:41:34,172 to put towards your wedding and honeymoon fund 1088 00:41:34,206 --> 00:41:35,896 so that you can have the wedding 1089 00:41:35,931 --> 00:41:38,378 and honeymoon you deserve. 1090 00:41:38,413 --> 00:41:41,378 - [sobbing] 1091 00:41:41,413 --> 00:41:44,000 ♪ 1092 00:41:44,034 --> 00:41:45,862 Thank you. [sobs] 1093 00:41:45,896 --> 00:41:47,172 - You're welcome. 1094 00:41:47,206 --> 00:41:50,309 - [sniffles] Oh. 1095 00:41:50,344 --> 00:41:52,688 That was completely unexpected. 1096 00:41:52,724 --> 00:41:56,585 I'm overwhelmed with joy and happiness. 1097 00:41:58,172 --> 00:42:01,240 This means a lot, and I appreciate it. 1098 00:42:01,275 --> 00:42:05,413 ♪ 1099 00:42:05,447 --> 00:42:08,206 - My experience being undercover, for me personally, 1100 00:42:08,240 --> 00:42:11,481 has made me a stronger leader and a better CEO. 1101 00:42:11,516 --> 00:42:15,034 I'm much more aware of what the issues are. 1102 00:42:15,068 --> 00:42:18,585 There's a big disconnect between our headquarters' team 1103 00:42:18,619 --> 00:42:20,309 and the franchisees. 1104 00:42:20,344 --> 00:42:23,240 I've listened to the franchisees' concerns, 1105 00:42:23,275 --> 00:42:26,206 and I'm gonna go back and make sure they're fixed, 1106 00:42:26,240 --> 00:42:28,378 because it's only by working together 1107 00:42:28,413 --> 00:42:30,550 that we're gonna fully modernize this company 1108 00:42:30,585 --> 00:42:33,206 and succeed in making it a household name 1109 00:42:33,240 --> 00:42:35,034 across the United States. 1110 00:42:35,068 --> 00:42:37,931 [upbeat music] 1111 00:42:37,965 --> 00:42:45,000 ♪