1 00:00:06,139 --> 00:00:08,141 announcer: "Undercover Boss" is back. 2 00:00:10,043 --> 00:00:11,344 - How y'all doing? 3 00:00:11,411 --> 00:00:12,812 [laughter] 4 00:00:12,879 --> 00:00:15,415 - This is ten times harder than the boardroom. 5 00:00:15,482 --> 00:00:17,117 - Ugh. - This is a disaster. 6 00:00:17,183 --> 00:00:21,054 I would never have found out if I wasn't undercover. 7 00:00:21,121 --> 00:00:23,056 announcer: The most devastating economic crisis 8 00:00:23,123 --> 00:00:27,827 for a generation has been tough on American business 9 00:00:27,894 --> 00:00:30,764 and even tougher on America's workforce. 10 00:00:30,830 --> 00:00:32,799 - We all had to take salary cuts. 11 00:00:32,866 --> 00:00:35,735 - My wife, my kids, and I were all homeless. 12 00:00:35,802 --> 00:00:37,404 - Well, how many firemen you think you down? 13 00:00:37,470 --> 00:00:39,773 - 15 just because of the pandemic. 14 00:00:39,839 --> 00:00:42,308 announcer: So there's never been a more important time 15 00:00:42,375 --> 00:00:43,510 to go undercover. 16 00:00:43,576 --> 00:00:45,078 - Coming through. 17 00:00:45,145 --> 00:00:46,079 announcer: This season... 18 00:00:46,146 --> 00:00:47,347 - Wow! 19 00:00:47,414 --> 00:00:49,149 announcer: The toughest challenges... 20 00:00:49,215 --> 00:00:50,884 - This has got to be the worst job in the restaurant. 21 00:00:50,950 --> 00:00:52,085 - It is. 22 00:00:52,152 --> 00:00:53,553 announcer: The biggest shocks... 23 00:00:53,620 --> 00:00:55,855 - I need to rethink everything that we're doing. 24 00:00:55,922 --> 00:00:58,291 - We question whether you are fit for this brand. 25 00:00:58,358 --> 00:00:59,459 announcer: And the most dramatic 26 00:00:59,526 --> 00:01:00,994 life-changing rewards... 27 00:01:01,060 --> 00:01:02,162 - Are you serious? 28 00:01:02,228 --> 00:01:04,063 This doesn't happen to people like me. 29 00:01:04,130 --> 00:01:06,366 announcer: In "Undercover Boss" history. 30 00:01:06,433 --> 00:01:09,402 - I need to break cover right now and shut this down. 31 00:01:09,469 --> 00:01:13,506 [tense music] 32 00:01:13,573 --> 00:01:14,741 announcer: Tonight... 33 00:01:14,808 --> 00:01:16,109 - Oh, my Lord. 34 00:01:16,176 --> 00:01:18,244 announcer: The CEO of one of America's 35 00:01:18,311 --> 00:01:21,381 fastest-growing restoration franchise companies 36 00:01:21,448 --> 00:01:22,549 goes undercover... 37 00:01:22,615 --> 00:01:24,551 - Here's Bobby! 38 00:01:24,617 --> 00:01:26,719 announcer: In one of the most challenging workplaces 39 00:01:26,786 --> 00:01:27,720 imaginable. 40 00:01:27,787 --> 00:01:29,456 - You got to be kidding me. 41 00:01:29,522 --> 00:01:31,958 announcer: Having never workd on the front line... 42 00:01:32,025 --> 00:01:33,560 - So you know anything about the restoration business? 43 00:01:33,626 --> 00:01:35,028 - Absolutely nothing. 44 00:01:35,094 --> 00:01:36,729 announcer: He'll see the cracks are starting to show 45 00:01:36,796 --> 00:01:38,364 as the business grows. 46 00:01:38,431 --> 00:01:40,967 - This company, they're just not up to par yet. 47 00:01:41,034 --> 00:01:43,670 announcer: He'll have to get his hands dirty... 48 00:01:43,736 --> 00:01:45,104 - Good gosh. 49 00:01:45,171 --> 00:01:47,106 I was not excited when she said bodily fluid. 50 00:01:47,173 --> 00:01:48,408 That never means anything good. 51 00:01:48,475 --> 00:01:50,376 announcer: And face harsh realities... 52 00:01:50,443 --> 00:01:52,278 - The worst one was a homicide. 53 00:01:52,345 --> 00:01:55,281 announcer: Before transformig fortunes forever. 54 00:01:55,348 --> 00:01:56,716 - Oh, man. 55 00:01:56,783 --> 00:01:58,651 announcer: All this next on "Undercover Boss." 56 00:01:58,718 --> 00:02:02,856 - It'll change the trajectory of my whole life. 57 00:02:02,922 --> 00:02:05,592 [country rock music] 58 00:02:05,658 --> 00:02:08,862 ♪ ♪ 59 00:02:08,928 --> 00:02:10,129 - I'm Gary Findley. 60 00:02:10,196 --> 00:02:11,965 I'm the CEO of Restoration 1. 61 00:02:12,031 --> 00:02:14,167 In a nutshell, we're an emergency services 62 00:02:14,234 --> 00:02:15,668 for buildings. 63 00:02:15,735 --> 00:02:18,137 Anytime there's fire, water, smoke, or mold damage 64 00:02:18,204 --> 00:02:19,405 found in a home, 65 00:02:19,472 --> 00:02:21,674 we come in and take care of that problem. 66 00:02:21,741 --> 00:02:25,311 We get the opportunity to help people in times of need. 67 00:02:25,378 --> 00:02:28,648 This a very, very tough time for the homeowner. 68 00:02:28,715 --> 00:02:30,049 And we want to be there for them, 69 00:02:30,116 --> 00:02:31,985 because we're not just restoring properties, 70 00:02:32,051 --> 00:02:33,753 we're restoring people's lives. 71 00:02:33,820 --> 00:02:35,822 ♪ ♪ 72 00:02:35,889 --> 00:02:37,824 announcer: Founded in 2008, 73 00:02:37,891 --> 00:02:42,095 Restoration 1 has yearly revenues of over $100 million 74 00:02:42,161 --> 00:02:45,465 and is fronted by a boss who's a true Texan. 75 00:02:47,100 --> 00:02:49,669 - I call myself the Redneck CEO. 76 00:02:51,104 --> 00:02:53,406 I don't wear a suit and tie to work. 77 00:02:54,807 --> 00:02:57,277 I have a ranch, and you're much more likely 78 00:02:57,343 --> 00:03:00,747 to find me driving around in a pickup than you are a BMW. 79 00:03:00,813 --> 00:03:03,950 ♪ ♪ 80 00:03:04,017 --> 00:03:06,719 I grew up in a small town just outside of Waco, Texas. 81 00:03:06,786 --> 00:03:09,455 There was about 150 people in that town. 82 00:03:09,522 --> 00:03:12,492 I married one of them, my wife, Kim. 83 00:03:12,559 --> 00:03:14,761 My dad was an entrepreneur, had his own business. 84 00:03:14,827 --> 00:03:16,195 And I think that's what really led me 85 00:03:16,262 --> 00:03:17,697 to want to be an entrepreneur. 86 00:03:17,764 --> 00:03:19,232 He helped me to understand 87 00:03:19,299 --> 00:03:23,336 it's about ethics and integrity and just hard work. 88 00:03:25,204 --> 00:03:27,307 Restoration 1 is a franchise company. 89 00:03:27,373 --> 00:03:29,042 And I spent most of my life 90 00:03:29,108 --> 00:03:30,877 in the franchise fitness industry 91 00:03:30,944 --> 00:03:32,478 with fitness chain Curves. 92 00:03:32,545 --> 00:03:34,147 I started with two locations. 93 00:03:34,213 --> 00:03:37,317 8 years later, we had 8,000 locations in 32 countries. 94 00:03:38,651 --> 00:03:41,721 I took Restoration 1 over in 2015 95 00:03:41,788 --> 00:03:43,723 specifically because I know 96 00:03:43,790 --> 00:03:45,692 about building franchise companies. 97 00:03:45,758 --> 00:03:49,395 It's really about giving people a playbook 98 00:03:49,462 --> 00:03:51,431 so that the way things are done at one location 99 00:03:51,497 --> 00:03:53,967 is replicated across all locations-- 100 00:03:54,033 --> 00:03:57,403 everything from uniforms to technical training. 101 00:03:57,470 --> 00:03:59,038 announcer: Over the last five years, 102 00:03:59,105 --> 00:04:01,374 Gary's franchising know-how has seen the company 103 00:04:01,441 --> 00:04:04,177 grow rapidly from 25 locations 104 00:04:04,243 --> 00:04:07,513 to over 300 across 42 states. 105 00:04:08,848 --> 00:04:10,350 - I love franchising. 106 00:04:10,416 --> 00:04:13,486 But I know absolutely nothing about the restoration business. 107 00:04:15,622 --> 00:04:17,557 I've never done anything out there in the field. 108 00:04:17,624 --> 00:04:19,926 So I need to go undercover to find out 109 00:04:19,993 --> 00:04:21,427 what's going on out there. 110 00:04:21,494 --> 00:04:22,862 The biggest risk with franchising 111 00:04:22,929 --> 00:04:24,964 is that if we're getting something wrong, 112 00:04:25,031 --> 00:04:26,799 if there's a flaw in our playbook, 113 00:04:26,866 --> 00:04:29,268 then it affects every single franchise. 114 00:04:29,335 --> 00:04:31,804 That could cost us millions of dollars. 115 00:04:31,871 --> 00:04:33,239 All right, let's go do it. 116 00:04:33,306 --> 00:04:35,208 There's a lot at stake. 117 00:04:35,274 --> 00:04:38,711 [soft music] 118 00:04:38,778 --> 00:04:40,680 - So are you nervous about this? 119 00:04:40,747 --> 00:04:42,715 - Maybe a little bit. You know, this is the unknown. 120 00:04:42,782 --> 00:04:44,217 So I don't know what I'm gonna find out. 121 00:04:44,283 --> 00:04:45,652 Once I pull out this driveway, 122 00:04:45,718 --> 00:04:48,054 I do not have an idea where I'm going. 123 00:04:48,121 --> 00:04:49,255 Hello. 124 00:04:49,322 --> 00:04:50,990 - Are you ready for your transformation? 125 00:04:51,057 --> 00:04:52,892 - I hope I am. 126 00:04:52,959 --> 00:04:56,462 Over the next five years, I want to grow Restoration 1 127 00:04:56,529 --> 00:04:59,599 to over 500 locations across the country 128 00:04:59,666 --> 00:05:01,534 because we want to be there for more people 129 00:05:01,601 --> 00:05:03,136 in that time of need. 130 00:05:03,202 --> 00:05:05,571 But before I take it to the next level, 131 00:05:05,638 --> 00:05:07,707 I need to know how strong our system is, 132 00:05:07,774 --> 00:05:09,709 and I need to know that now. 133 00:05:09,776 --> 00:05:12,278 [dramatic music] 134 00:05:12,345 --> 00:05:18,985 ♪ ♪ 135 00:05:19,052 --> 00:05:22,922 And here's Bobby! [laughter] 136 00:05:22,989 --> 00:05:24,691 - Oh, my God! 137 00:05:24,757 --> 00:05:26,659 - I'm going under cover as Bobby Turner. 138 00:05:26,726 --> 00:05:28,027 Come here, honey. 139 00:05:28,094 --> 00:05:29,696 Give Bobby Turner a little sugar. 140 00:05:29,762 --> 00:05:31,864 Come on. - Oh, my God! 141 00:05:31,931 --> 00:05:34,901 - I'm an unemployed rancher from Colorado. 142 00:05:34,967 --> 00:05:37,270 - Oh, my gosh, the hair. - Nice, huh? 143 00:05:37,336 --> 00:05:39,238 I look just like I did in high school, don't I? 144 00:05:39,305 --> 00:05:42,208 - I hope not. [laughter] 145 00:05:42,275 --> 00:05:43,843 - When my employees meet me as Bobby, 146 00:05:43,910 --> 00:05:46,345 they'll think that they're taking part in a documentary 147 00:05:46,412 --> 00:05:47,880 about changing careers. 148 00:05:47,947 --> 00:05:51,584 They'll have no idea that ths is "Undercover Boss." 149 00:05:51,651 --> 00:05:53,920 This is it. Wish me luck. 150 00:05:53,986 --> 00:05:56,389 I know very little about the industry I'm in. 151 00:05:56,456 --> 00:05:59,158 So going undercover gives me the opportunity 152 00:05:59,225 --> 00:06:02,228 to be out there and really see what's happening 153 00:06:02,295 --> 00:06:05,131 and to make sure we're growig the business the right way, 154 00:06:05,198 --> 00:06:08,501 looking after our people, our customers, and the brand. 155 00:06:08,568 --> 00:06:11,838 ♪ ♪ 156 00:06:11,904 --> 00:06:14,707 [upbeat music] 157 00:06:14,774 --> 00:06:18,945 ♪ ♪ 158 00:06:19,011 --> 00:06:22,615 Our business model is all about putting the customer first. 159 00:06:22,682 --> 00:06:25,518 It's what sets us apart from our competitors. 160 00:06:25,585 --> 00:06:26,919 Today I'm working with Kurt, 161 00:06:26,986 --> 00:06:30,256 a lead technician at our North Atlanta franchise. 162 00:06:30,323 --> 00:06:32,391 They've had some great reviews online, 163 00:06:32,458 --> 00:06:34,193 and I want to know exactly what they're doing 164 00:06:34,260 --> 00:06:36,262 to keep their customers happy. 165 00:06:39,432 --> 00:06:41,901 [dramatic music] 166 00:06:41,968 --> 00:06:43,302 Hey, are you Kurt? - Yeah. I am. 167 00:06:43,369 --> 00:06:45,037 - Hey, I'm Bobby. 168 00:06:45,104 --> 00:06:46,639 - Good to meet you, Bobby. - Nice to meet you. 169 00:06:46,706 --> 00:06:48,441 Man, I'm here to do a little restoration today. 170 00:06:48,508 --> 00:06:50,376 - So you know anything about the restoration business? 171 00:06:50,443 --> 00:06:52,145 - Absolutely nothing. 172 00:06:52,211 --> 00:06:53,479 - Okay. Well, the first thing 173 00:06:53,546 --> 00:06:54,881 we're gonna do is meet the homeowner. 174 00:06:54,947 --> 00:06:57,016 It's really important to make a good first impression, 175 00:06:57,083 --> 00:06:59,285 so you need to change your appearance. 176 00:06:59,352 --> 00:07:01,287 ♪ ♪ 177 00:07:01,354 --> 00:07:04,090 We have to appear much more professional. 178 00:07:04,157 --> 00:07:05,091 - Okay. 179 00:07:05,158 --> 00:07:06,192 - Yeah. - I get it. 180 00:07:06,259 --> 00:07:08,161 - I don't appreciate Bobby's look. 181 00:07:08,227 --> 00:07:09,929 I don't appreciate the shirt that he showed up in, 182 00:07:09,996 --> 00:07:11,330 in particular. 183 00:07:11,397 --> 00:07:14,167 The cut-off sleeves-- they looked ripped off. 184 00:07:14,233 --> 00:07:16,102 There you go. - Shirts, T-shirts. 185 00:07:16,169 --> 00:07:17,970 - Hop on in here, get some privacy. 186 00:07:18,037 --> 00:07:19,338 - Will do. 187 00:07:19,405 --> 00:07:21,574 ♪ ♪ 188 00:07:21,641 --> 00:07:23,743 Kurt was not impressed with my outfit. 189 00:07:23,810 --> 00:07:25,678 That's good, though. That's what we want him to d. 190 00:07:25,745 --> 00:07:27,413 We want to be following a brand. 191 00:07:27,480 --> 00:07:29,482 All right, let's do it. 192 00:07:31,884 --> 00:07:33,386 - Hey. How are you today? 193 00:07:33,452 --> 00:07:35,021 - Pretty good. How you doing? - Good, good. 194 00:07:35,087 --> 00:07:36,722 - So tell me a little bit about what's going on. 195 00:07:36,789 --> 00:07:40,059 - So I noticed water in the utility closet 196 00:07:40,126 --> 00:07:41,794 here around the water heater. 197 00:07:41,861 --> 00:07:43,563 Come this way. - Sure. 198 00:07:43,629 --> 00:07:46,632 - You'll see more damage inside this closet here. 199 00:07:46,699 --> 00:07:49,836 - Well, first of all, our goal is to get your house dry 200 00:07:49,902 --> 00:07:51,270 and not to destroy it. 201 00:07:51,337 --> 00:07:52,872 That right, Bobby? - I don't know anything. 202 00:07:52,939 --> 00:07:54,907 I'm listening to you. 203 00:07:56,375 --> 00:07:58,945 - He's the new guy. 204 00:07:59,011 --> 00:08:00,947 ♪ ♪ 205 00:08:01,013 --> 00:08:02,281 I would prefer Bobby's interaction 206 00:08:02,348 --> 00:08:05,017 with the homeowners to be limited at this point 207 00:08:05,084 --> 00:08:07,820 because his demeanor could use some work. 208 00:08:07,887 --> 00:08:09,956 So far, so good. He's a good guy, yeah. 209 00:08:10,022 --> 00:08:12,758 - We haven't done anything yet. 210 00:08:13,993 --> 00:08:16,195 - And if nothing came out of his mouth, 211 00:08:16,262 --> 00:08:17,864 then I have nothing to worry about. 212 00:08:17,930 --> 00:08:19,932 I noticed you have some beautiful paneling in here. 213 00:08:19,999 --> 00:08:21,400 We're drying experts. 214 00:08:21,467 --> 00:08:24,637 So we try to do as little invasive damage as possible. 215 00:08:24,704 --> 00:08:26,038 Let me walk you through the process. 216 00:08:26,105 --> 00:08:27,206 Initially, we do our inspection. 217 00:08:27,273 --> 00:08:29,008 If we find any materials that will not dry, 218 00:08:29,075 --> 00:08:30,109 we will remove them. 219 00:08:30,176 --> 00:08:31,110 - Okay. - Mm-hmm. 220 00:08:31,177 --> 00:08:32,445 - And then we set our equipment, 221 00:08:32,511 --> 00:08:33,446 and we dry the space out. 222 00:08:33,512 --> 00:08:34,580 - Sounds good. - Okay. 223 00:08:34,647 --> 00:08:36,182 both: Sounds good. - Happy with that? 224 00:08:36,249 --> 00:08:38,184 - Yeah. - All right. 225 00:08:38,251 --> 00:08:39,685 - I was really impressed with Kurt 226 00:08:39,752 --> 00:08:41,354 and the way that he handled the customer. 227 00:08:41,420 --> 00:08:42,822 I mean, he took his time. 228 00:08:42,889 --> 00:08:44,857 He wanted to make sure that they knew what he was doing. 229 00:08:44,924 --> 00:08:47,927 - This is your home. I know this can seem kind of scary. 230 00:08:47,994 --> 00:08:49,629 - Yeah. - But you're in good hands. 231 00:08:49,695 --> 00:08:51,130 - He talked about wanting to make sure 232 00:08:51,197 --> 00:08:52,698 that their home was taken care of. 233 00:08:52,765 --> 00:08:54,700 So that's what we want out there in the field. 234 00:08:54,767 --> 00:08:56,235 So what's first? 235 00:08:56,302 --> 00:08:59,639 - First thing we have to do is to check the moisture levels. 236 00:08:59,705 --> 00:09:02,341 So we're gonna use this noninvasive method, 237 00:09:02,408 --> 00:09:04,477 because, again, we don't want to do any further damage 238 00:09:04,543 --> 00:09:05,878 if we don't have to. 239 00:09:05,945 --> 00:09:07,246 - You're definitely interested in making sure 240 00:09:07,313 --> 00:09:08,814 the customer's taken care of, so... 241 00:09:08,881 --> 00:09:10,316 - That's the most important thing. 242 00:09:10,383 --> 00:09:11,984 - Without the customer, we don't have a business. 243 00:09:12,051 --> 00:09:13,185 - Right. - So we need to treat them 244 00:09:13,252 --> 00:09:14,654 with respect all the way through the process. 245 00:09:14,720 --> 00:09:16,088 - Okay. - Yeah. 246 00:09:16,155 --> 00:09:18,591 - Your coworkers--they as personal and everything as you? 247 00:09:18,658 --> 00:09:21,327 - Not every customer is treated with respect. 248 00:09:21,394 --> 00:09:22,828 - Really? - Yeah. 249 00:09:22,895 --> 00:09:26,632 For example, a lot of times, you know, we're shorthanded, 250 00:09:26,699 --> 00:09:28,234 we have to hire temporary labor. 251 00:09:28,301 --> 00:09:30,636 And it's difficult because most times they don't care 252 00:09:30,703 --> 00:09:31,837 if they're coming back tomorrow. 253 00:09:31,904 --> 00:09:32,972 - Right. 254 00:09:33,039 --> 00:09:34,540 - So it can be frustrating sometimes, 255 00:09:34,607 --> 00:09:36,976 because if you're just looking to make a dollar, 256 00:09:37,043 --> 00:09:38,544 then, hey, go ahead and make a dollar, 257 00:09:38,611 --> 00:09:41,180 but treat the customer with respect. 258 00:09:41,247 --> 00:09:42,682 - Well, some things that Kurt said 259 00:09:42,748 --> 00:09:44,216 I am a little concerned about-- 260 00:09:44,283 --> 00:09:46,619 that there could be a falloff in customer service. 261 00:09:46,686 --> 00:09:49,655 I need to make sure I find a way to keep consistency 262 00:09:49,722 --> 00:09:51,490 even for temp workers. 263 00:09:51,557 --> 00:09:53,192 - All right, hey, we're gonna get to it. 264 00:09:53,259 --> 00:09:54,527 - All right, let's do it. 265 00:09:54,593 --> 00:09:56,529 ♪ ♪ 266 00:09:56,595 --> 00:09:57,663 - Let me show you how to use it. 267 00:09:57,730 --> 00:09:59,332 It's pretty straightforward. - Okay. 268 00:09:59,398 --> 00:10:01,200 Make sure it's laying flat? - Yeah. 269 00:10:01,267 --> 00:10:03,736 Looks like it's dry. Keep on going that way. 270 00:10:05,104 --> 00:10:06,539 - No. 271 00:10:06,605 --> 00:10:08,240 - So what's that corner looking like? 272 00:10:08,307 --> 00:10:09,275 - It's beeping and red. 273 00:10:09,342 --> 00:10:11,110 - So that is the wettest part. 274 00:10:11,177 --> 00:10:12,912 We have to remove those materials 275 00:10:12,979 --> 00:10:15,081 so that everything behind it can get dry. 276 00:10:15,147 --> 00:10:17,950 We're just going to contain this area to minimize dust. 277 00:10:18,017 --> 00:10:20,519 Stretch it, Bobby. 278 00:10:20,586 --> 00:10:23,055 Just kind of tack it up there as you can reach. 279 00:10:23,122 --> 00:10:24,490 - Here's Bobby. 280 00:10:24,557 --> 00:10:26,592 I'm gonna hold it up. You're gonna have to put it up. 281 00:10:26,659 --> 00:10:28,627 Otherwise, I'm gonna get on your shoulders. 282 00:10:28,694 --> 00:10:30,296 Yeah. - [laughs] 283 00:10:30,363 --> 00:10:32,832 - So this company is a franchise, right? 284 00:10:32,898 --> 00:10:33,899 - Correct. 285 00:10:33,966 --> 00:10:35,534 I do have a desire to own my own. 286 00:10:35,601 --> 00:10:37,036 - Franchise? - Yeah. 287 00:10:37,103 --> 00:10:40,439 And I know that's a dream, you know, easier said than done. 288 00:10:40,506 --> 00:10:44,510 You have to put your time in, so that's what I'm doing now. 289 00:10:44,577 --> 00:10:45,911 - I think it's great that Kurt 290 00:10:45,978 --> 00:10:49,248 is working towards getting his own franchise. 291 00:10:49,315 --> 00:10:50,883 - You're gonna need this. 292 00:10:50,950 --> 00:10:53,819 He is a very driven, hardworking guy. 293 00:10:53,886 --> 00:10:55,354 And I think that's exactly 294 00:10:55,421 --> 00:10:57,823 what we look to find in our franchisees. 295 00:10:59,158 --> 00:11:01,394 - All right, so now we're gonna tear some stuff up. 296 00:11:01,460 --> 00:11:03,429 - So we're gonna take out this corner right here? 297 00:11:03,496 --> 00:11:05,197 - Correct. I want you to just score 298 00:11:05,264 --> 00:11:07,700 right between the wall and the baseboard. 299 00:11:07,767 --> 00:11:08,768 Get that pry bar. 300 00:11:08,834 --> 00:11:11,370 Now go all the way to the corner. 301 00:11:11,437 --> 00:11:13,639 [upbeat rock music] 302 00:11:13,706 --> 00:11:15,307 You consider yourself handy, Bobby? 303 00:11:15,374 --> 00:11:16,709 - I think so. 304 00:11:16,776 --> 00:11:19,211 ♪ ♪ 305 00:11:19,278 --> 00:11:20,346 - Come on, Bobby. 306 00:11:20,413 --> 00:11:22,415 - [grunts] [board creaking] 307 00:11:22,481 --> 00:11:24,116 - Is it wriggling? - No. 308 00:11:24,183 --> 00:11:25,951 - Leverage you need. 309 00:11:28,220 --> 00:11:30,356 All right, let's go a little bit quicker. 310 00:11:30,423 --> 00:11:32,892 I do think Bobby does need a little bit more training. 311 00:11:32,958 --> 00:11:36,295 This job can be pretty tough, physically taxing as well. 312 00:11:36,362 --> 00:11:37,863 Come on, Bobby! 313 00:11:37,930 --> 00:11:39,131 - It was taking a lot of time, 314 00:11:39,198 --> 00:11:41,500 and Kurt was not impressed by that. 315 00:11:42,935 --> 00:11:45,905 I'm hot and tired, but I really don't want to give p 316 00:11:45,971 --> 00:11:47,973 on this first day undercover. 317 00:11:49,175 --> 00:11:50,409 announcer: Coming up... 318 00:11:50,476 --> 00:11:51,911 - So it is considered a biohazard. 319 00:11:51,977 --> 00:11:54,480 announcer: The boss is in for a shock. 320 00:11:54,547 --> 00:11:55,548 - Oh, my gosh. 321 00:11:55,614 --> 00:11:57,149 I got to get out of here. 322 00:11:57,216 --> 00:11:59,485 [dramatic music] 323 00:12:07,993 --> 00:12:10,529 - I'm undercover with Kurt, a lead technician. 324 00:12:10,596 --> 00:12:11,897 - Come on, Bobby. 325 00:12:11,964 --> 00:12:13,499 - And if we don't get this floor up soon, 326 00:12:13,566 --> 00:12:15,534 we're gonna have some very unhappy customers. 327 00:12:18,604 --> 00:12:19,772 - So, hey, Bobby? - Yeah. 328 00:12:19,839 --> 00:12:21,841 - Yeah, let me show you how it's done. 329 00:12:25,010 --> 00:12:26,545 - You're doing a great job. 330 00:12:26,612 --> 00:12:28,581 Just keep at it. - [chuckles] 331 00:12:28,647 --> 00:12:31,217 Maybe when I grow up, I can pull a floor like you. 332 00:12:31,283 --> 00:12:32,685 [both laugh] 333 00:12:32,751 --> 00:12:34,954 [quirky music] 334 00:12:35,020 --> 00:12:36,455 All right, I think we can stop here. 335 00:12:36,522 --> 00:12:38,390 See the waterline? - Yeah. 336 00:12:38,457 --> 00:12:40,226 - So we need to begin the drying process. 337 00:12:40,292 --> 00:12:41,327 - Okay. 338 00:12:41,393 --> 00:12:42,828 - So I'm gonna use a dehumidifier. 339 00:12:42,895 --> 00:12:43,863 - Okay. 340 00:12:43,929 --> 00:12:45,898 It felt like I'm learning a lot today from Kurt. 341 00:12:45,965 --> 00:12:47,233 This isn't an easy job. 342 00:12:47,299 --> 00:12:48,667 There's a lot more to it than I thought. 343 00:12:48,734 --> 00:12:50,035 - The dehumidifier is gonna draw 344 00:12:50,102 --> 00:12:51,604 the moisture out of the air, then tomorrow morning 345 00:12:51,670 --> 00:12:53,272 we'll have a team come out and finish the job. 346 00:12:53,339 --> 00:12:54,773 - All right. - Let's get out of here. 347 00:12:54,840 --> 00:12:56,509 - Think I can do that. - All right. 348 00:12:56,575 --> 00:12:59,145 [pleasant music] 349 00:12:59,211 --> 00:13:00,579 - How long have you been doing this? 350 00:13:00,646 --> 00:13:02,648 - This is going on year three for me in the industry. 351 00:13:04,650 --> 00:13:06,085 In my past life, 352 00:13:06,152 --> 00:13:08,220 I actually owned my own graphic design company. 353 00:13:08,287 --> 00:13:09,421 - Really? - Yeah. 354 00:13:09,488 --> 00:13:10,589 But made a few mistakes, 355 00:13:10,656 --> 00:13:12,091 and my business was not doing well, 356 00:13:12,158 --> 00:13:13,592 and marriage was kind of going downhill and... 357 00:13:13,659 --> 00:13:15,561 - Oh, wow. - I was actually sleeping 358 00:13:15,628 --> 00:13:18,364 on the floor back in Mom and Dad's house. 359 00:13:18,430 --> 00:13:20,399 - What was the hardest part of all that? 360 00:13:20,466 --> 00:13:21,600 - The hardest part, I guess, 361 00:13:21,667 --> 00:13:24,336 is just facing that desperation. 362 00:13:24,403 --> 00:13:27,273 It felt like my mind was unraveling right at that point. 363 00:13:27,339 --> 00:13:29,408 You know, I didn't know how much more I can take. 364 00:13:29,475 --> 00:13:31,210 But then you have to choose 365 00:13:31,277 --> 00:13:33,779 between hopefulness or hopelessness. 366 00:13:33,846 --> 00:13:35,047 - Mm. 367 00:13:35,114 --> 00:13:36,549 - But it really is a choice, and I realized, 368 00:13:36,615 --> 00:13:38,884 "Okay, you know what? I need to do something else." 369 00:13:38,951 --> 00:13:41,353 And then discovered this field. 370 00:13:41,420 --> 00:13:42,621 Said, "Okay, I'm gonna give that a shot." 371 00:13:42,688 --> 00:13:45,991 And I like it, and that was the beginning of, 372 00:13:46,058 --> 00:13:48,460 you know, a three-, four-year journey, 373 00:13:48,527 --> 00:13:49,929 and here I am now. 374 00:13:49,995 --> 00:13:51,030 - Good for you. 375 00:13:51,096 --> 00:13:52,398 You got a great attitude, 376 00:13:52,464 --> 00:13:55,067 so I'm sure whatever you do, you're gonna do great. 377 00:13:55,134 --> 00:13:56,769 I think it's impressive that Kurt was able 378 00:13:56,835 --> 00:13:58,504 to change his career 379 00:13:58,571 --> 00:14:00,372 and really put himself on the right path. 380 00:14:00,439 --> 00:14:03,242 Man, I tell you what--it was great working with you today. 381 00:14:03,309 --> 00:14:05,110 - Thank you so much. I really appreciate that. 382 00:14:05,177 --> 00:14:06,412 It was good working with you, too, man. 383 00:14:06,478 --> 00:14:07,613 - Nice meeting you. Yeah. 384 00:14:07,680 --> 00:14:08,914 He said, "Hey, the only thing you can do 385 00:14:08,981 --> 00:14:10,749 is just hold your head up and keep going." 386 00:14:10,816 --> 00:14:12,351 And those are the kind of people 387 00:14:12,418 --> 00:14:14,320 that we want in our company. 388 00:14:16,855 --> 00:14:19,792 [country music] 389 00:14:19,858 --> 00:14:22,361 ♪ ♪ 390 00:14:22,428 --> 00:14:23,662 Having learned a bit 391 00:14:23,729 --> 00:14:25,564 about the customer-service side of the job, 392 00:14:25,631 --> 00:14:28,167 now I'm going undercover at management level. 393 00:14:28,234 --> 00:14:29,835 [phone rings] 394 00:14:29,902 --> 00:14:32,004 I'm gonna meet Cristin, one of our operations managers. 395 00:14:32,071 --> 00:14:34,473 She runs one of our business franchises in Colorado. 396 00:14:34,540 --> 00:14:35,908 - How can I help you? 397 00:14:35,975 --> 00:14:37,409 - Running a successful franchise 398 00:14:37,476 --> 00:14:39,511 means having an organized operation. 399 00:14:39,578 --> 00:14:41,113 So I want to see what is working 400 00:14:41,180 --> 00:14:42,514 and what's not working. 401 00:14:42,581 --> 00:14:44,516 ♪ ♪ 402 00:14:44,583 --> 00:14:47,886 [quirky music] 403 00:14:47,953 --> 00:14:50,055 ♪ ♪ 404 00:14:50,122 --> 00:14:52,358 Hi, is Cristin here? - That's me. I'm Cristin. 405 00:14:52,424 --> 00:14:54,159 - Hey, Cristin. I'm Bobby. - Hey, Bobby. 406 00:14:54,226 --> 00:14:55,327 - I'm here to learn a little bit 407 00:14:55,394 --> 00:14:57,096 about the restoration business today. 408 00:14:57,162 --> 00:14:59,098 - Perfect. Well, change into those. 409 00:14:59,164 --> 00:15:00,733 - Let me get rolling. - And then we'll get rolling. 410 00:15:00,799 --> 00:15:02,134 - All right. 411 00:15:02,201 --> 00:15:03,869 - We have lots to do and little time to do it, okay? 412 00:15:03,936 --> 00:15:05,371 - Okay. Okay. - Thank you. 413 00:15:05,437 --> 00:15:07,139 - All right, see you in a minute. 414 00:15:07,206 --> 00:15:09,008 [phone rings] 415 00:15:10,509 --> 00:15:13,512 - Okay, Bobby, so, as operations manager, 416 00:15:13,579 --> 00:15:15,981 you are in charge of everything that comes 417 00:15:16,048 --> 00:15:17,516 in and out of this warehouse. 418 00:15:17,583 --> 00:15:20,386 Not only are you doing that, but you're also job costing. 419 00:15:20,452 --> 00:15:21,654 You call all of the clients. 420 00:15:21,720 --> 00:15:23,422 You schedule all of the appointments. 421 00:15:23,489 --> 00:15:24,790 - You do that? - Yep, I do that. 422 00:15:24,857 --> 00:15:26,659 - Wow. - These people are in distress. 423 00:15:26,725 --> 00:15:28,360 - Yeah. - And at the drop of a dime, 424 00:15:28,427 --> 00:15:30,162 you're gonna go, and you're going to help them. 425 00:15:30,229 --> 00:15:32,798 And I deal with their bills. 426 00:15:32,865 --> 00:15:34,933 I deal with the insurance companies. 427 00:15:35,000 --> 00:15:37,836 So I am on call 24-7. 428 00:15:37,903 --> 00:15:39,238 - Wow. - Yeah. 429 00:15:39,305 --> 00:15:40,372 - You wear a lot of hats. 430 00:15:40,439 --> 00:15:41,940 - Ultimately, you're responsible 431 00:15:42,007 --> 00:15:43,242 for every single project. 432 00:15:43,309 --> 00:15:45,377 - Start to finish. - Yep, exactly. 433 00:15:45,444 --> 00:15:47,012 - I had no idea before coming in here 434 00:15:47,079 --> 00:15:49,748 how many roles an operations manager really covers. 435 00:15:49,815 --> 00:15:51,283 She has the weight of the entire business 436 00:15:51,350 --> 00:15:52,751 on her shoulders, I think. 437 00:15:52,818 --> 00:15:55,721 - So we actually have a project that just came through. 438 00:15:55,788 --> 00:15:57,056 - Oh, good. 439 00:15:57,122 --> 00:15:58,957 - We're gonna go put together a scope of work... 440 00:15:59,024 --> 00:16:00,993 - Mm-hmm. - For a biohazard. 441 00:16:01,060 --> 00:16:02,828 - Oh, okay. 442 00:16:02,895 --> 00:16:06,298 The word "biohazard" never sounds good. 443 00:16:06,365 --> 00:16:08,901 It doesn't give me the warm and fuzzies. 444 00:16:08,967 --> 00:16:11,770 [dramatic music] 445 00:16:11,837 --> 00:16:14,340 ♪ ♪ 446 00:16:14,406 --> 00:16:15,774 - So tell me about you. 447 00:16:15,841 --> 00:16:17,776 - Third generation in ranching. 448 00:16:17,843 --> 00:16:20,312 It's just hard to make money in that industry. 449 00:16:20,379 --> 00:16:23,215 And so I'm looking to change my career. 450 00:16:23,282 --> 00:16:25,651 - Yeah. - So what is this job exactly? 451 00:16:25,718 --> 00:16:29,088 - So this is a home that squatters decided 452 00:16:29,154 --> 00:16:31,757 they were gonna make a mess of it. 453 00:16:31,824 --> 00:16:35,761 ♪ ♪ 454 00:16:35,828 --> 00:16:38,497 We were called in by the property management company. 455 00:16:38,564 --> 00:16:40,599 And it's considered a biohazard 456 00:16:40,666 --> 00:16:43,435 from bodily fluid. 457 00:16:43,502 --> 00:16:46,138 ♪ ♪ 458 00:16:46,205 --> 00:16:48,307 - I was not excited when she said "bodily fluid." 459 00:16:48,374 --> 00:16:50,142 That can mean a lot of things, but it never means 460 00:16:50,209 --> 00:16:51,243 anything good. 461 00:16:51,310 --> 00:16:53,412 I am so looking forward to it. 462 00:16:53,479 --> 00:16:56,081 - [laughs] Okay. Let's go in, then. 463 00:16:56,148 --> 00:16:58,884 [door creaking] 464 00:16:58,951 --> 00:17:01,820 Smells pretty raunchy in here. 465 00:17:01,887 --> 00:17:04,056 - Good gosh. 466 00:17:04,123 --> 00:17:08,427 - Our purpose here is to identify the building material 467 00:17:08,494 --> 00:17:10,362 that the technicians are going to remove. 468 00:17:10,429 --> 00:17:14,099 Any type of damage, any urine stains... 469 00:17:14,166 --> 00:17:16,201 - The whole place smells like urine. 470 00:17:16,268 --> 00:17:18,036 So I don't know how you know where it is. 471 00:17:18,103 --> 00:17:19,171 As I walk through this house, 472 00:17:19,238 --> 00:17:20,973 there's just one thing after another. 473 00:17:21,039 --> 00:17:22,741 Holy smoke. That's nasty. 474 00:17:22,808 --> 00:17:24,276 - Holy cow. 475 00:17:24,343 --> 00:17:26,378 - I think they washed some animals in there. 476 00:17:26,445 --> 00:17:29,248 It was a really, really bad, rank. 477 00:17:29,314 --> 00:17:30,983 There's stuff all over this floor. 478 00:17:32,451 --> 00:17:34,753 Say here's one to ten, one being good, 479 00:17:34,820 --> 00:17:35,954 ten being the worst, 480 00:17:36,021 --> 00:17:37,589 looking at this one, where would it fit? 481 00:17:37,656 --> 00:17:39,658 - Probably about a five. - Five? 482 00:17:39,725 --> 00:17:41,860 - Yeah. Oh, there's been way worse. 483 00:17:41,927 --> 00:17:45,197 The worst one that I've ever done was a homicide. 484 00:17:45,264 --> 00:17:47,266 - Okay. - So, yeah, with the job 485 00:17:47,332 --> 00:17:50,636 comes suicides, homicides, crime scenes. 486 00:17:50,702 --> 00:17:53,105 - I just did not have any idea that these are kind of things 487 00:17:53,172 --> 00:17:54,606 that our franchisees are doing. 488 00:17:54,673 --> 00:17:57,609 There's a bathroom in here. Do we want to go here next? 489 00:17:57,676 --> 00:17:58,877 - Yes, we can. 490 00:17:58,944 --> 00:18:01,647 - Is this the worst room? 491 00:18:01,713 --> 00:18:04,450 Oh...my gosh! 492 00:18:06,018 --> 00:18:07,886 Sheesh. 493 00:18:07,953 --> 00:18:09,388 Who craps in a tub? 494 00:18:09,455 --> 00:18:11,356 Oh, my Lord. 495 00:18:11,423 --> 00:18:14,326 People had used the bathtub as their toilet. 496 00:18:14,393 --> 00:18:16,161 I can't believe that people do that. 497 00:18:16,228 --> 00:18:17,629 I got to get out of here. 498 00:18:17,696 --> 00:18:19,264 I'm about to throw up in my mouth. 499 00:18:19,331 --> 00:18:21,767 - Bobby's reaction are the kinds of reactions 500 00:18:21,834 --> 00:18:23,268 that we can't have. 501 00:18:23,335 --> 00:18:25,137 - Ugh. [clears throat] 502 00:18:25,204 --> 00:18:27,940 - We have to hold it together and get through it. 503 00:18:28,006 --> 00:18:29,241 - We're done in here? 504 00:18:29,308 --> 00:18:30,976 - Bobby is not cut out for this. 505 00:18:31,043 --> 00:18:32,010 - Ugh. 506 00:18:32,077 --> 00:18:35,080 ♪ ♪ 507 00:18:42,054 --> 00:18:44,289 [dramatic music] 508 00:18:44,356 --> 00:18:46,191 - Oh, my Lord. 509 00:18:46,258 --> 00:18:49,962 Who craps in a tub and then puts up Christmas lights? 510 00:18:50,028 --> 00:18:51,497 I'm in Denver, Colorado, with Cristin. 511 00:18:51,563 --> 00:18:52,664 I got to get out of here. 512 00:18:52,731 --> 00:18:54,266 I'm about to throw up in my mouth. 513 00:18:54,333 --> 00:18:56,935 This is a side of the company that I could not picture. 514 00:18:57,002 --> 00:18:58,270 Where's the closest shower? 515 00:18:58,337 --> 00:19:00,305 Had I not gone undercover, there's no way 516 00:19:00,372 --> 00:19:02,608 I would have known anything about this. 517 00:19:03,842 --> 00:19:06,478 - And that is how we scope a job. 518 00:19:06,545 --> 00:19:08,347 - Not sure if I would do that all the time. 519 00:19:08,413 --> 00:19:09,648 - This is gonna make you or break you. 520 00:19:09,715 --> 00:19:10,949 - Yeah, well, I'm gonna have to think 521 00:19:11,016 --> 00:19:12,484 about it a little bit, I think. 522 00:19:12,551 --> 00:19:15,020 - Understood. Okay. I need to get back 523 00:19:15,087 --> 00:19:16,788 and figure out my scheduling for tomorrow... 524 00:19:16,855 --> 00:19:18,090 - Okay. 525 00:19:18,156 --> 00:19:20,025 - Because we'll have a team of four come here 526 00:19:20,092 --> 00:19:22,227 and demo out this house. 527 00:19:22,294 --> 00:19:25,197 - This is way harder than anything in the boardroom. 528 00:19:25,264 --> 00:19:27,733 I have a newfound appreciatin for my employees, 529 00:19:27,799 --> 00:19:29,835 very much so. 530 00:19:29,902 --> 00:19:32,104 [upbeat music] 531 00:19:32,170 --> 00:19:33,805 - You married? - Engaged. 532 00:19:33,872 --> 00:19:37,476 - I have one daughter and three stepdaughters. 533 00:19:37,543 --> 00:19:39,978 I don't get to see them as much as I want to. 534 00:19:40,045 --> 00:19:42,080 You're on call 24 hours a day. 535 00:19:42,147 --> 00:19:44,650 You get called at 3:00 in the morning 536 00:19:44,716 --> 00:19:46,852 telling you you have to go to work, 537 00:19:46,919 --> 00:19:50,689 and it is hard on your family life. 538 00:19:50,756 --> 00:19:54,459 I've seen relationships fall apart. 539 00:19:54,526 --> 00:19:55,561 - This business is hard. 540 00:19:55,627 --> 00:19:57,095 It's a lot of hours, a lot of time, 541 00:19:57,162 --> 00:19:58,797 takes you away from your family. 542 00:19:58,864 --> 00:20:00,599 Cristin's very valuable as an employee. 543 00:20:00,666 --> 00:20:03,402 So I want to make sure she doesn't get burned out. 544 00:20:03,468 --> 00:20:05,103 How long you've been doing this? 545 00:20:05,170 --> 00:20:07,940 - I have been in this industry for 20 years. 546 00:20:08,006 --> 00:20:10,042 - Oh, wow. - I enjoy what I do. 547 00:20:10,108 --> 00:20:12,945 I love what I do, and I make good money. 548 00:20:13,011 --> 00:20:15,180 - Is it mostly all male? 549 00:20:15,247 --> 00:20:16,648 I mean, are there a lot of women? 550 00:20:16,715 --> 00:20:19,585 - No, there is not a lot of women in this industry. 551 00:20:19,651 --> 00:20:23,355 Being in it and earning the respect 552 00:20:23,422 --> 00:20:26,458 has been definitely a struggle. 553 00:20:26,525 --> 00:20:30,295 And I still, to this day, get a lot of pushback. 554 00:20:30,362 --> 00:20:34,466 A lot of men don't want to listen to a woman. 555 00:20:34,533 --> 00:20:38,403 - Really? - So it is tough. 556 00:20:38,470 --> 00:20:40,639 - You think there should be more women in the industry? 557 00:20:40,706 --> 00:20:42,174 - Definitely. 558 00:20:43,642 --> 00:20:46,645 - Before I met Cristin, I really didn't have any idea 559 00:20:46,712 --> 00:20:49,014 of how hard it was for a woman to be in this business. 560 00:20:49,081 --> 00:20:50,415 Cristin, thanks for the day. 561 00:20:50,482 --> 00:20:52,818 I appreciate you taking the time to show me around. 562 00:20:52,884 --> 00:20:54,219 Not sure about that bathtub, though. 563 00:20:54,286 --> 00:20:56,221 I'm gonna have to think about that one. 564 00:20:56,288 --> 00:20:58,690 I'd really like to find out, how do we attract 565 00:20:58,757 --> 00:21:02,027 and keep more women like Cristin in Restoration ? 566 00:21:02,094 --> 00:21:06,098 [insects chirping] 567 00:21:06,164 --> 00:21:08,734 [upbeat music] 568 00:21:08,800 --> 00:21:12,904 ♪ ♪ 569 00:21:12,971 --> 00:21:15,040 I've already discovered that in terms of customer service 570 00:21:15,107 --> 00:21:16,608 and opportunities for women, 571 00:21:16,675 --> 00:21:18,810 there are ways our system must be improved. 572 00:21:18,877 --> 00:21:20,712 But I'm keen to find out what other issues 573 00:21:20,779 --> 00:21:22,447 we have on the front line. 574 00:21:22,514 --> 00:21:24,650 ♪ ♪ 575 00:21:24,716 --> 00:21:27,185 Today I'll be working with Ted, a lead technician 576 00:21:27,252 --> 00:21:31,056 at our largest franchise in the D.C. area. 577 00:21:31,123 --> 00:21:33,191 Our lead technicians are in charge of all the kit 578 00:21:33,258 --> 00:21:34,793 and crew at the worksite, 579 00:21:34,860 --> 00:21:37,629 as well as assessing and actually doing the work. 580 00:21:37,696 --> 00:21:44,403 ♪ ♪ 581 00:21:44,469 --> 00:21:46,405 Bobby's got to wake up. 582 00:21:46,471 --> 00:21:48,774 Bobby doesn't normally work on Saturday. 583 00:21:48,840 --> 00:21:51,410 We don't work with the cows on Saturday. 584 00:21:51,476 --> 00:21:54,413 [quirky music] 585 00:21:54,479 --> 00:21:58,350 ♪ ♪ 586 00:21:58,417 --> 00:21:59,885 Hey. Are you Tedd? 587 00:21:59,951 --> 00:22:02,254 - Hey, hey, how's it going? - Good. Bobby. 588 00:22:02,320 --> 00:22:03,622 - Nice to meet you, man. both: Nice to meet you. 589 00:22:03,689 --> 00:22:04,790 - Gonna teach me a little bit 590 00:22:04,856 --> 00:22:06,591 about the restoration business today? 591 00:22:06,658 --> 00:22:08,193 - Yes, I am. You ready to work? 592 00:22:08,260 --> 00:22:09,561 - I think so. - All right. 593 00:22:09,628 --> 00:22:11,363 So this is my office on wheels, man. 594 00:22:11,430 --> 00:22:13,231 We have dehumidifiers. 595 00:22:13,298 --> 00:22:16,768 We have HEPA vacuums, box fans for air movement. 596 00:22:16,835 --> 00:22:18,603 I try to keep my van nice and tight, 597 00:22:18,670 --> 00:22:20,639 you know, make sure I have everything 598 00:22:20,706 --> 00:22:22,674 - My first impression with Tedd 599 00:22:22,741 --> 00:22:23,942 was he was very meticulous. 600 00:22:24,009 --> 00:22:26,545 His van was very neat and organized. 601 00:22:26,611 --> 00:22:28,180 - Here you go. 602 00:22:28,246 --> 00:22:30,282 - It's not something I think about much in the head offic, 603 00:22:30,348 --> 00:22:31,783 but seeing it with my own eyes, 604 00:22:31,850 --> 00:22:33,952 this is exactly how we can make a good impression 605 00:22:34,019 --> 00:22:35,253 and protect the brand. 606 00:22:35,320 --> 00:22:36,822 So what kind of job are we gonna do? 607 00:22:36,888 --> 00:22:39,324 - Today we got a crawl space. 608 00:22:39,391 --> 00:22:41,159 Are you okay in tight spaces? 609 00:22:41,226 --> 00:22:42,461 - I'm a little claustrophobic, so... 610 00:22:42,527 --> 00:22:43,628 - A little claustrophobic. 611 00:22:43,695 --> 00:22:45,997 Hope that won't, you know, affect anything. 612 00:22:46,064 --> 00:22:48,333 Bobby may not fit in, to be honest. 613 00:22:48,400 --> 00:22:50,769 He said he was claustrophobi, so if that's the case, 614 00:22:50,836 --> 00:22:53,638 then he has to get over his fears. 615 00:22:53,705 --> 00:22:55,307 - I don't like small spaces. 616 00:22:55,373 --> 00:22:57,242 Holy smoke. 617 00:22:57,309 --> 00:22:59,277 It's tighter under this building than it looks. 618 00:22:59,344 --> 00:23:00,679 That's for sure. 619 00:23:00,746 --> 00:23:02,614 - Here's the crawl space. 620 00:23:02,681 --> 00:23:04,683 You're gonna be working in that area over there. 621 00:23:04,750 --> 00:23:05,917 It's a little tight. 622 00:23:05,984 --> 00:23:08,220 - You got to be kidding me. 623 00:23:08,286 --> 00:23:09,955 I feel anxious. 624 00:23:10,021 --> 00:23:12,157 I'm not happy about going in any crawl space. 625 00:23:12,224 --> 00:23:13,692 - All right, so I want you to crawl 626 00:23:13,759 --> 00:23:17,195 all the way to the left side, where the pink insulation is. 627 00:23:17,262 --> 00:23:18,764 - I have not been in a crawl space 628 00:23:18,830 --> 00:23:20,065 for at least 30 years. 629 00:23:20,132 --> 00:23:22,601 And I certainly have never been in one like this. 630 00:23:22,667 --> 00:23:24,970 What happened down here? Why are we doing this? 631 00:23:25,036 --> 00:23:27,773 - Condensation started building over time, and the homeowner 632 00:23:27,839 --> 00:23:30,075 just wants to make sure there was no microbial growth 633 00:23:30,142 --> 00:23:31,676 or any funky things going on down here. 634 00:23:31,743 --> 00:23:33,245 - Right. - So we're gonna be pulling out 635 00:23:33,311 --> 00:23:35,280 all the insulation. 636 00:23:35,347 --> 00:23:36,481 Go ahead and get to work. 637 00:23:36,548 --> 00:23:38,583 Just start pulling. Keep your face down. 638 00:23:38,650 --> 00:23:41,119 Watch your eyes. 639 00:23:41,186 --> 00:23:44,089 Bag it as you go. - I got it. 640 00:23:44,156 --> 00:23:48,760 It's hot under there. That suit is so stinking hot. 641 00:23:48,827 --> 00:23:51,229 - The next side to the right of you seems a little smaller, 642 00:23:51,296 --> 00:23:52,697 but I think you got it. 643 00:23:52,764 --> 00:23:55,033 - And, you know, you've got dust flying everywhere. 644 00:23:55,100 --> 00:23:56,301 - I'm glad you're here, man. 645 00:23:56,368 --> 00:23:58,303 We can always use the extra help if you like it. 646 00:23:58,370 --> 00:24:01,072 - Oh, I'm loving it. I'm loving it. 647 00:24:01,139 --> 00:24:03,642 Bear crawling across, flipping over on your back. 648 00:24:03,708 --> 00:24:04,676 All right. 649 00:24:04,743 --> 00:24:06,211 I am sure not happy, 650 00:24:06,278 --> 00:24:08,880 but I do not want Tedd to think that I can't cut it. 651 00:24:08,947 --> 00:24:11,950 [dramatic music] 652 00:24:21,159 --> 00:24:23,562 - I'm undercover in Washington, D.C., with Tedd. 653 00:24:23,628 --> 00:24:25,363 - You're gonna be working in that area over there. 654 00:24:25,430 --> 00:24:26,865 It's a little tight. 655 00:24:26,932 --> 00:24:29,134 - He's got me in a crawl space, and I'm claustrophobi. 656 00:24:29,201 --> 00:24:30,702 You got to be kidding. 657 00:24:30,769 --> 00:24:32,170 I am sure not happy. 658 00:24:32,237 --> 00:24:34,372 - You all right over there? - Yep. 659 00:24:34,439 --> 00:24:35,607 - All right. 660 00:24:35,674 --> 00:24:37,442 - So how long have you been doing this? 661 00:24:37,509 --> 00:24:39,678 - For almost four years now. - Okay. 662 00:24:39,744 --> 00:24:41,346 So you think I could do it? 663 00:24:41,413 --> 00:24:43,715 - Based off this job right now, I think you can do it. 664 00:24:43,782 --> 00:24:45,050 Just don't doubt yourself. 665 00:24:45,116 --> 00:24:46,585 I tell my kids that all the time. 666 00:24:46,651 --> 00:24:49,621 I say, "No matter what it is, even if you need help with it, 667 00:24:49,688 --> 00:24:51,990 do not tell yourself that you can't do it." 668 00:24:52,057 --> 00:24:53,792 - Good thought to live by. 669 00:24:53,859 --> 00:24:55,393 - Just get that last piece right there. 670 00:24:55,460 --> 00:24:56,628 - Yeah. 671 00:24:56,695 --> 00:24:57,896 All right, we done? 672 00:24:57,963 --> 00:24:59,497 -Yeah, let's get up out of here. 673 00:24:59,564 --> 00:25:01,933 - It's clear that Tedd's a leader in what he does. 674 00:25:02,000 --> 00:25:03,268 - I'm waiting on you. 675 00:25:03,335 --> 00:25:07,572 - It's great to see his passion for his job. 676 00:25:07,639 --> 00:25:10,208 It made it all worth it today to get in that crawl space. 677 00:25:10,275 --> 00:25:11,710 - Whoo. - Is that it? 678 00:25:11,776 --> 00:25:13,745 - The last two right here. 679 00:25:13,812 --> 00:25:15,614 That's what I'm talking about. 680 00:25:15,680 --> 00:25:17,249 All right. 681 00:25:17,315 --> 00:25:19,084 Here you go. - Thank you. 682 00:25:19,150 --> 00:25:20,252 - You deserve it, man. Good job. 683 00:25:20,318 --> 00:25:22,354 - Thank you. 684 00:25:22,420 --> 00:25:24,189 Is this the kind of work that you do every day? 685 00:25:24,256 --> 00:25:26,224 - I've done my fair share of crawl spaces. 686 00:25:26,291 --> 00:25:28,493 Are you on call? Are you on call 24-7? 687 00:25:28,560 --> 00:25:30,829 - Oh, yeah, yeah, my company is actually a 24-hour service. 688 00:25:30,896 --> 00:25:31,997 - Okay. - So we got to go out 689 00:25:32,063 --> 00:25:33,899 at 2:00 in the morning, we got to go. 690 00:25:33,965 --> 00:25:36,668 But I made sure that I got Saturday and Sunday off... 691 00:25:36,735 --> 00:25:38,303 - Okay. - To dedicate to my kids. 692 00:25:38,370 --> 00:25:40,272 - Right. - They're seven, six, and five. 693 00:25:40,338 --> 00:25:41,940 - Okay. - Me and the mother 694 00:25:42,007 --> 00:25:43,875 of my children are no longer together. 695 00:25:43,942 --> 00:25:46,278 So that really broke my family up. 696 00:25:46,344 --> 00:25:49,281 I had to move back with my mother. 697 00:25:49,347 --> 00:25:50,982 There's no space for my daughters to come. 698 00:25:51,049 --> 00:25:52,617 But... - Yeah. 699 00:25:52,684 --> 00:25:54,653 - My next plan, I'm saving up enough money 700 00:25:54,719 --> 00:25:57,055 to get a down payment so I can buy my own house. 701 00:25:57,122 --> 00:25:58,623 - Taking care of your kids, 702 00:25:58,690 --> 00:26:00,125 that seems to be your motivation. 703 00:26:00,191 --> 00:26:01,126 - Yeah. 704 00:26:01,192 --> 00:26:02,527 - Tedd is a great guy. 705 00:26:02,594 --> 00:26:05,263 And you can really tell that passion that he has 706 00:26:05,330 --> 00:26:07,299 for what he does goes back to why he does it. 707 00:26:07,365 --> 00:26:10,068 He does it for his family. That's why I do what I do. 708 00:26:10,135 --> 00:26:13,038 Always has been, even when I was at his age. 709 00:26:13,104 --> 00:26:15,040 It was all for my family. 710 00:26:15,106 --> 00:26:16,875 - There's definitely gonna be more to do on this job, 711 00:26:16,942 --> 00:26:18,209 but we're gonna head up out of here, 712 00:26:18,276 --> 00:26:19,811 and then I'll deal with it tomorrow. 713 00:26:19,878 --> 00:26:21,813 - Sounds good to me. - All right. 714 00:26:21,880 --> 00:26:23,181 - Today I've been blown away 715 00:26:23,248 --> 00:26:25,650 by how professional and organized Tedd is. 716 00:26:25,717 --> 00:26:28,053 And I need to figure out how we can adapt our system 717 00:26:28,119 --> 00:26:30,121 so we make sure all our employees 718 00:26:30,188 --> 00:26:32,958 approach their work in the same way. 719 00:26:33,024 --> 00:26:36,628 [soft music] 720 00:26:36,695 --> 00:26:39,631 [country music] 721 00:26:39,698 --> 00:26:42,200 ♪ ♪ 722 00:26:42,267 --> 00:26:44,369 Today I'm going undercover in Dallas 723 00:26:44,436 --> 00:26:46,871 at the fastest-growing franchise in Texas 724 00:26:46,938 --> 00:26:50,241 with Kandeh, a lead technician. 725 00:26:50,308 --> 00:26:51,643 I've been impressed so far 726 00:26:51,710 --> 00:26:53,678 with how our teams go about their work, 727 00:26:53,745 --> 00:26:55,814 but I need to make sure our busiest operations 728 00:26:55,880 --> 00:26:58,883 aren't letting their standards slip. 729 00:26:58,950 --> 00:27:01,286 [quirky music] 730 00:27:01,353 --> 00:27:04,189 You Kandeh? - Yes, sir, I am. 731 00:27:04,255 --> 00:27:05,757 - First thing I see when I pull up 732 00:27:05,824 --> 00:27:07,892 is Kandeh taking his tools out of his own personal car. 733 00:27:07,959 --> 00:27:09,694 I just don't think it looks professional 734 00:27:09,761 --> 00:27:11,463 coming out of the back of their car. 735 00:27:11,529 --> 00:27:13,398 Well, the good news is I'm here to help you. 736 00:27:13,465 --> 00:27:14,666 The bad news is I know nothing 737 00:27:14,733 --> 00:27:16,101 about what we're about to do, so... 738 00:27:16,167 --> 00:27:18,069 - Well, the good news is you got me. 739 00:27:18,136 --> 00:27:20,005 And that's all you need. [both laugh] 740 00:27:20,071 --> 00:27:23,008 [upbeat music] 741 00:27:23,074 --> 00:27:24,809 ♪♪ 742 00:27:24,876 --> 00:27:26,077 - So what happened? 743 00:27:26,144 --> 00:27:27,812 - The house flooded. It was a busted pipe. 744 00:27:27,879 --> 00:27:30,815 The flood worked its way all the way down. 745 00:27:30,882 --> 00:27:33,418 So there's still mold behind this wall. 746 00:27:33,485 --> 00:27:34,853 - If you leave it there, what happens? 747 00:27:34,919 --> 00:27:35,954 - There's gonna be growth. 748 00:27:36,021 --> 00:27:37,155 - This stuff's pretty dangerous. 749 00:27:37,222 --> 00:27:39,324 - Yes. So we're gonna remove this wall. 750 00:27:39,391 --> 00:27:41,726 We're gonna do it all the way across the whole room 751 00:27:41,793 --> 00:27:43,862 and then clean it and treat it. - Okay. 752 00:27:43,928 --> 00:27:45,563 - Ready to get started? - Yep. 753 00:27:45,630 --> 00:27:47,198 - Have you ever used a power saw? 754 00:27:47,265 --> 00:27:48,600 - No. 755 00:27:48,666 --> 00:27:51,703 I am nervous a little bit about using the saw. 756 00:27:51,770 --> 00:27:53,138 - Now push the button. 757 00:27:53,204 --> 00:27:56,608 It's easier if you start it before you go to the wall. 758 00:27:56,674 --> 00:27:57,842 Ooh. - Ah! 759 00:27:59,044 --> 00:28:00,211 - [chuckles] 760 00:28:00,278 --> 00:28:01,946 - I don't do lines very well. 761 00:28:02,013 --> 00:28:04,883 [quirky music] 762 00:28:04,949 --> 00:28:06,084 ♪ ♪ 763 00:28:06,151 --> 00:28:08,386 - When he used the tool, he was stabbing it. 764 00:28:08,453 --> 00:28:11,556 [laughs] He was stabbing it into the wall. 765 00:28:11,623 --> 00:28:13,224 - Whoa. 766 00:28:13,291 --> 00:28:15,527 - Go sideways. You're trying to go into it. 767 00:28:15,593 --> 00:28:20,899 ♪ ♪ 768 00:28:20,965 --> 00:28:24,803 - Okay. - And then from there... 769 00:28:24,869 --> 00:28:25,804 You see how it's green? 770 00:28:25,870 --> 00:28:27,372 - Right. - That's mold. 771 00:28:27,439 --> 00:28:30,742 The green is aspergillus, which is the most common mold. 772 00:28:30,809 --> 00:28:32,877 Anything with mold, we're supposed to bag it out quick. 773 00:28:32,944 --> 00:28:34,079 - You're supposed to bag it right up? 774 00:28:34,145 --> 00:28:36,848 - Mm-hmm. 'Cause mold spores do travel. 775 00:28:36,915 --> 00:28:38,850 - Kandeh seems to be a mold expert. 776 00:28:38,917 --> 00:28:40,118 That's great to see. 777 00:28:40,185 --> 00:28:42,921 To me, that shows his dedication. 778 00:28:42,987 --> 00:28:44,389 So do you like what you do? 779 00:28:44,456 --> 00:28:47,926 - This line of work, yes, but this company, no. 780 00:28:47,992 --> 00:28:49,094 - Why? 781 00:28:49,160 --> 00:28:51,729 - The main thing would be training. 782 00:28:51,796 --> 00:28:53,431 - Did you have to go to school for this? 783 00:28:53,498 --> 00:28:54,933 - Yeah, and it's a course you take. 784 00:28:54,999 --> 00:28:56,501 You got to be certified. 785 00:28:56,568 --> 00:28:57,936 - The company did that, 786 00:28:58,002 --> 00:28:59,471 or you do it, or how do you do it? 787 00:28:59,537 --> 00:29:01,940 - No, I did that by myself. I got tired of waiting. 788 00:29:03,441 --> 00:29:05,310 - Waiting? - For them to do it. 789 00:29:05,376 --> 00:29:07,445 So I just decided to do it on my own. 790 00:29:07,512 --> 00:29:09,047 - As we expand as a company, 791 00:29:09,114 --> 00:29:12,650 making sure our teams are properly trained is critical. 792 00:29:12,717 --> 00:29:14,452 - We got to bag that quick. 793 00:29:14,519 --> 00:29:16,020 - Growth is great. 794 00:29:16,087 --> 00:29:18,556 But in the long run, you have to do it right. 795 00:29:18,623 --> 00:29:19,924 Tell me what's next. 796 00:29:19,991 --> 00:29:21,726 - We're gonna finish cutting this wall. 797 00:29:21,793 --> 00:29:24,395 [upbeat music] 798 00:29:24,462 --> 00:29:28,032 ♪ ♪ 799 00:29:28,099 --> 00:29:29,234 You got to spray it down 800 00:29:29,300 --> 00:29:31,002 to kill all that bacterial growth. 801 00:29:31,069 --> 00:29:33,738 ♪ ♪ 802 00:29:33,805 --> 00:29:36,908 This is strong peroxide. 803 00:29:36,975 --> 00:29:39,077 - How long you been doing this? - Six years. 804 00:29:39,144 --> 00:29:41,079 To me, personally, it's a very good feeling. 805 00:29:41,146 --> 00:29:42,580 You help out people. - Mm-hmm. 806 00:29:42,647 --> 00:29:44,549 - And I like helping people. 807 00:29:44,616 --> 00:29:46,918 All right, so let's take this trash out. 808 00:29:46,985 --> 00:29:51,756 ♪ ♪ 809 00:29:51,823 --> 00:29:53,024 - Feel like Santa. 810 00:29:53,091 --> 00:29:54,659 - [laughs] 811 00:29:54,726 --> 00:29:56,594 - Kandeh is a hard worker. You can tell that. 812 00:29:56,661 --> 00:29:58,763 That work ethic-- it's a great trait 813 00:29:58,830 --> 00:30:00,131 that we want in our company. 814 00:30:00,198 --> 00:30:01,900 - Would you like to go somewhere, 815 00:30:01,966 --> 00:30:03,101 get something to eat? 816 00:30:03,168 --> 00:30:04,536 - Yeah, let's do it. 817 00:30:04,602 --> 00:30:08,106 ♪ ♪ 818 00:30:08,173 --> 00:30:10,975 So you have to drive your own vehicle, right? 819 00:30:11,042 --> 00:30:12,777 - Usually, as a lead technician, 820 00:30:12,844 --> 00:30:15,947 they provide you with a van, a work truck. 821 00:30:16,014 --> 00:30:18,850 So I would not be using my vehicle. 822 00:30:18,917 --> 00:30:20,685 - But do you think it's the corporate's fault? 823 00:30:20,752 --> 00:30:24,322 - Yeah, this company, they're just not up to par yet. 824 00:30:24,389 --> 00:30:25,957 [dramatic music] 825 00:30:26,024 --> 00:30:27,158 - We want to make sure 826 00:30:27,225 --> 00:30:28,459 the employees are taken care of. 827 00:30:28,526 --> 00:30:30,795 And so, you know, him driving his own car, 828 00:30:30,862 --> 00:30:33,565 that is something I'd like to look at and address. 829 00:30:33,631 --> 00:30:36,834 - So you being as old as you are... 830 00:30:36,901 --> 00:30:38,469 - I don't think you have to say it that way. 831 00:30:38,536 --> 00:30:41,005 [both laughs] 832 00:30:41,072 --> 00:30:43,641 Why, how old do you think I am? Don't be mean either. 833 00:30:43,708 --> 00:30:45,810 - [laughs] 834 00:30:45,877 --> 00:30:46,911 45. 835 00:30:46,978 --> 00:30:48,379 - 45? - Mm-hmm. 836 00:30:48,446 --> 00:30:50,481 Man, I'm gonna buy you dinner now. 837 00:30:50,548 --> 00:30:51,883 - [laughs] 838 00:30:51,950 --> 00:30:54,419 [steady music] 839 00:30:54,485 --> 00:30:56,354 How long have you lived here? 840 00:30:56,421 --> 00:30:57,889 - I lived in Dallas basically my whole life, 841 00:30:57,956 --> 00:30:59,591 but I wasn't even born in the U.S. 842 00:30:59,657 --> 00:31:00,758 - So where are you from originally? 843 00:31:00,825 --> 00:31:03,127 - Sierra Leone, West Africa. - Really? 844 00:31:03,194 --> 00:31:05,029 So you were born there, and then you moved here when? 845 00:31:05,096 --> 00:31:06,531 - When I was four. - Wow. 846 00:31:06,598 --> 00:31:07,732 - Four years old. 847 00:31:07,799 --> 00:31:09,367 - What made you move over here? 848 00:31:09,434 --> 00:31:10,969 - The war. - Mm-hmm. 849 00:31:11,035 --> 00:31:15,406 - I moved here with a older brother and his wife. 850 00:31:15,473 --> 00:31:17,842 - Your mom and dad, why didn't they come, too? 851 00:31:17,909 --> 00:31:20,278 - They both passed when I was at a young age. 852 00:31:20,345 --> 00:31:22,180 [somber music] 853 00:31:22,247 --> 00:31:24,349 - I would think that had to be pretty tough. 854 00:31:24,415 --> 00:31:26,618 - Yeah. But losing my brother... 855 00:31:26,684 --> 00:31:28,019 - Losing your brother? - Yeah. 856 00:31:28,086 --> 00:31:30,021 Hardest thing I've been through. 857 00:31:30,088 --> 00:31:31,322 - Really? 858 00:31:31,389 --> 00:31:32,724 - Yeah, he was my younger brother. 859 00:31:32,790 --> 00:31:34,659 - What happened? - He was on his way to work. 860 00:31:34,726 --> 00:31:37,762 And he stopped to help somebody who was stranded. 861 00:31:37,829 --> 00:31:42,200 And a lady, she was driving under the influence, 862 00:31:42,267 --> 00:31:44,535 and she ended up hitting him. 863 00:31:44,602 --> 00:31:47,639 Oh... 864 00:31:47,705 --> 00:31:49,407 it's tough. 865 00:31:49,474 --> 00:31:52,143 - Kandeh's had a lot of tragedy in his life. 866 00:31:52,210 --> 00:31:54,312 I don't know how he does it. 867 00:31:54,379 --> 00:31:57,081 He's a pretty amazing young guy. 868 00:31:57,148 --> 00:32:00,084 - Well, I will tell you it's been great hanging out 869 00:32:00,151 --> 00:32:01,286 with you today, getting to know you. 870 00:32:01,352 --> 00:32:03,521 You seem like a great guy, so... 871 00:32:03,588 --> 00:32:04,622 - I appreciate that. 872 00:32:04,689 --> 00:32:06,958 - You know, awesome meeting you, man. 873 00:32:07,025 --> 00:32:08,092 - All right. - Good luck to you. 874 00:32:08,159 --> 00:32:09,427 - You too. 875 00:32:09,494 --> 00:32:12,196 - I rarely run into people that just have 876 00:32:12,263 --> 00:32:14,966 that much everything-- energy, desire. 877 00:32:15,033 --> 00:32:18,069 He's just a really good person. 878 00:32:18,136 --> 00:32:20,872 I need those people. 879 00:32:20,938 --> 00:32:24,642 [insects chirping] 880 00:32:24,709 --> 00:32:27,245 [dramatic music] 881 00:32:27,312 --> 00:32:30,081 Going undercover has been way more draining mentally 882 00:32:30,148 --> 00:32:32,750 and physically than I thought it would be. 883 00:32:32,817 --> 00:32:35,620 I've seen things that are a little bit eye-opening. 884 00:32:35,687 --> 00:32:37,822 My employees have really helped me to understand 885 00:32:37,889 --> 00:32:39,624 that there's a lot more to the restoration business 886 00:32:39,691 --> 00:32:41,059 than I thought. 887 00:32:41,125 --> 00:32:42,960 And there's a lot of things that I learned 888 00:32:43,027 --> 00:32:44,862 where I think I can take those back to corporate 889 00:32:44,929 --> 00:32:46,798 and make some positive changes. 890 00:32:46,864 --> 00:32:53,471 ♪ ♪ 891 00:32:53,538 --> 00:32:55,373 I'm about to reveal my true identity 892 00:32:55,440 --> 00:32:57,942 to the team members I shadowed this week. 893 00:32:58,009 --> 00:33:02,080 - They are doing a show on, like, starting over. 894 00:33:02,146 --> 00:33:03,948 - The workers I've met will be told they're meeting 895 00:33:04,015 --> 00:33:06,150 to help us with some research for the documentary. 896 00:33:06,217 --> 00:33:07,819 - They said today was supposed to be the interview. 897 00:33:07,885 --> 00:33:09,454 - Okay. 898 00:33:09,520 --> 00:33:13,624 - No one has any idea that this is "Undercover Boss." 899 00:33:13,691 --> 00:33:20,531 ♪ ♪ 900 00:33:25,203 --> 00:33:27,171 Do you recognize me? 901 00:33:27,238 --> 00:33:28,840 So I am not Bobby. 902 00:33:28,906 --> 00:33:30,541 - You're not Bobby? 903 00:33:30,608 --> 00:33:32,744 - My name's Gary Findley. 904 00:33:32,810 --> 00:33:34,112 - [laughs] 905 00:33:34,178 --> 00:33:36,481 - I'm actually the CEO of Restoration 1. 906 00:33:36,547 --> 00:33:37,715 - The CEO? 907 00:33:37,782 --> 00:33:39,150 - Is this real? 908 00:33:39,217 --> 00:33:42,553 - You're on... 909 00:33:42,620 --> 00:33:44,122 "Undercover Boss." 910 00:33:44,188 --> 00:33:47,024 - Oh, wow. Oh, wow. 911 00:33:47,091 --> 00:33:49,260 announcer: Coming up... - Oh, my gosh. 912 00:33:49,327 --> 00:33:51,696 announcer: The boss delivers life-changing news. 913 00:33:51,763 --> 00:33:54,499 - You look ahead. There's a lot to look forward to. 914 00:33:54,565 --> 00:33:55,800 - [sobbing] 915 00:33:55,867 --> 00:33:59,203 ♪ ♪ 916 00:34:06,944 --> 00:34:09,781 - Cristin, one thing I figured out real quick-- 917 00:34:09,847 --> 00:34:11,416 you're not doing a good job. 918 00:34:11,482 --> 00:34:13,284 [dramatic music] 919 00:34:13,351 --> 00:34:15,953 You're doing a great job. - [chuckles] 920 00:34:16,020 --> 00:34:19,190 - When we were in that stinky house, I was thinking, 921 00:34:19,257 --> 00:34:20,258 "This is pretty bad." 922 00:34:20,324 --> 00:34:22,226 You have a very tough job. 923 00:34:22,293 --> 00:34:24,929 And you're doing it in an industry 924 00:34:24,996 --> 00:34:26,697 where there's not a lot of females in it. 925 00:34:26,764 --> 00:34:28,032 Right? - True. 926 00:34:28,099 --> 00:34:29,934 - So you've had to fight your way through it. 927 00:34:30,001 --> 00:34:32,003 - I'm not gonna let my gender 928 00:34:32,069 --> 00:34:35,139 prevent me from getting where I want to go. 929 00:34:35,206 --> 00:34:38,443 If I could bring more women into this industry, I would. 930 00:34:38,509 --> 00:34:40,178 - I can help you do that. - Really? 931 00:34:40,244 --> 00:34:43,781 - I want to start up a mentorship program 932 00:34:43,848 --> 00:34:46,451 that I want you to be over that. 933 00:34:46,517 --> 00:34:47,652 - Oh, wow. 934 00:34:47,718 --> 00:34:50,588 - For you helping us put that together, 935 00:34:50,655 --> 00:34:52,590 I want to give you $10,000. 936 00:34:52,657 --> 00:34:54,192 - Oh, my gosh. 937 00:34:54,258 --> 00:34:56,661 - I'm confident that you can make that happen 938 00:34:56,727 --> 00:34:58,596 'cause you don't seem to stop at anything. 939 00:34:58,663 --> 00:34:59,864 - [laughs] 940 00:34:59,931 --> 00:35:01,466 - As an operations manager, 941 00:35:01,532 --> 00:35:04,569 you've got all these different things to do. 942 00:35:04,635 --> 00:35:08,539 It takes a lot, not just mentally, physically, 943 00:35:08,606 --> 00:35:10,208 but with your family, too, right? 944 00:35:10,274 --> 00:35:11,209 - Correct. 945 00:35:11,275 --> 00:35:13,444 My family is very supportive. 946 00:35:13,511 --> 00:35:14,879 - I would like to do something for you. 947 00:35:14,946 --> 00:35:17,448 I would like to give you $15,000... 948 00:35:17,515 --> 00:35:18,783 - No way. 949 00:35:18,850 --> 00:35:22,386 - To take your family on a luxury vacation. 950 00:35:22,453 --> 00:35:24,388 - Wow. 951 00:35:24,455 --> 00:35:26,324 Thank you. - Mm-hmm. 952 00:35:26,390 --> 00:35:29,060 - [sniffles] Oh, man. 953 00:35:29,126 --> 00:35:30,628 [chuckles] 954 00:35:30,695 --> 00:35:33,931 - Well, I need more Cristins out there, right? 955 00:35:33,998 --> 00:35:35,900 Thank you so much. - Thank you so much. 956 00:35:35,967 --> 00:35:37,235 - Mm-hmm. 957 00:35:37,301 --> 00:35:40,538 [heartwarming music] 958 00:35:40,605 --> 00:35:42,440 ♪ ♪ 959 00:35:42,507 --> 00:35:45,910 - I feel so overwhelmed. 960 00:35:45,977 --> 00:35:48,679 I feel grateful and... [sniffles] 961 00:35:48,746 --> 00:35:50,715 Definitely feel appreciated. 962 00:35:50,781 --> 00:35:52,917 Wow. [chuckles] 963 00:35:52,984 --> 00:35:54,519 - Tedd, how are you? - I'm good. How you doing? 964 00:35:54,585 --> 00:35:55,520 - I'm doing well. 965 00:35:55,586 --> 00:35:57,121 Really enjoyed working with you. 966 00:35:57,188 --> 00:36:00,258 Your positive attitude-- very, very professional. 967 00:36:00,324 --> 00:36:02,727 I will tell you, as a CEO, that was a great thing. 968 00:36:02,793 --> 00:36:05,062 But more than that was that van. 969 00:36:05,129 --> 00:36:07,198 Oh, my gosh. - My office on wheels. 970 00:36:07,265 --> 00:36:09,200 - Office on wheels. - [laughs] 971 00:36:09,267 --> 00:36:11,135 - You know, I would love to have you come 972 00:36:11,202 --> 00:36:13,538 and help us put together some protocols 973 00:36:13,604 --> 00:36:16,073 on how you put a good van together, 974 00:36:16,140 --> 00:36:18,476 how you have your equipment set up, 975 00:36:18,543 --> 00:36:20,378 and take those protocols 976 00:36:20,444 --> 00:36:22,580 and put them in our operations manual. 977 00:36:22,647 --> 00:36:23,748 Would you be willing to do that? 978 00:36:23,814 --> 00:36:25,650 - Yes. That's a great opportunity. 979 00:36:25,716 --> 00:36:27,685 Other coworkers are gonna actually take me serious. 980 00:36:27,752 --> 00:36:29,554 [both laugh] 981 00:36:29,620 --> 00:36:31,822 - You've had a few trials in the last year or so. 982 00:36:31,889 --> 00:36:33,558 - Oh, yeah. Didn't have the opportunity 983 00:36:33,624 --> 00:36:34,959 to have my kids with me. 984 00:36:35,026 --> 00:36:37,328 - You told me eventually you want to buy your own house. 985 00:36:37,395 --> 00:36:39,263 I want to help you do that now. 986 00:36:39,330 --> 00:36:43,734 I want to give you $20,000 for that down payment. 987 00:36:43,801 --> 00:36:44,902 - Oh, my God. 988 00:36:44,969 --> 00:36:46,904 ♪ ♪ 989 00:36:46,971 --> 00:36:49,440 That would--Oh, God. 990 00:36:49,507 --> 00:36:51,008 I don't know how to take this in. 991 00:36:51,075 --> 00:36:53,244 [both laugh] I don't. 992 00:36:53,311 --> 00:36:54,412 That's life-changing. 993 00:36:54,478 --> 00:36:55,880 - The hard work you put into the company, 994 00:36:55,947 --> 00:36:57,181 you deserve a break. 995 00:36:57,248 --> 00:36:58,416 - Thank you, man. 996 00:36:58,482 --> 00:37:00,351 I greatly appreciate it. 997 00:37:00,418 --> 00:37:02,219 - Having the positive attitude that you've had, 998 00:37:02,286 --> 00:37:03,421 you're gonna grow in the company. 999 00:37:03,487 --> 00:37:04,522 Don't go anywhere. 1000 00:37:04,589 --> 00:37:05,623 - I don't plan on going anywhere. 1001 00:37:05,690 --> 00:37:07,959 - Don't go anywhere. - All right. 1002 00:37:08,025 --> 00:37:11,162 Mr. Bobby is gonna help us out, girls. 1003 00:37:11,228 --> 00:37:12,496 You want to know what he's gonna do? 1004 00:37:12,563 --> 00:37:13,631 all: Yeah. 1005 00:37:13,698 --> 00:37:15,166 - You're gonna have more space now. 1006 00:37:15,232 --> 00:37:18,736 You'll have your own bedrooms. - [speaking indistinctly] 1007 00:37:18,803 --> 00:37:20,871 - [laughs] - [squeals] 1008 00:37:20,938 --> 00:37:22,440 - All right, I can't wait to see you guys. 1009 00:37:22,506 --> 00:37:23,874 I'ma call you later, okay? 1010 00:37:23,941 --> 00:37:26,243 - Okay. - All right. I love you. 1011 00:37:26,310 --> 00:37:27,945 - Hello, Kurt. 1012 00:37:28,012 --> 00:37:30,514 - You look really sharp, man. - I appreciate that. 1013 00:37:30,581 --> 00:37:32,016 - You'll definitely be able to meet a homeowner now. 1014 00:37:32,083 --> 00:37:33,451 - Yeah. - [chuckles] 1015 00:37:33,517 --> 00:37:35,686 - And that was a big thing to you--meeting a homeowner. 1016 00:37:35,753 --> 00:37:38,022 Everything you did from the minute you got there 1017 00:37:38,089 --> 00:37:41,492 till you stepped in that house was about being professional. 1018 00:37:41,559 --> 00:37:43,394 When you run a franchise company, 1019 00:37:43,461 --> 00:37:45,896 unfortunately, you cannot control everything. 1020 00:37:45,963 --> 00:37:47,498 So, when I find somebody 1021 00:37:47,565 --> 00:37:50,568 like you doing it right, that is a great thing. 1022 00:37:50,635 --> 00:37:52,870 I want to create a customer-service video 1023 00:37:52,937 --> 00:37:55,539 that we can show out to our other franchisees out there, 1024 00:37:55,606 --> 00:37:57,441 and I would like to have 1025 00:37:57,508 --> 00:37:59,810 you be the face of our customer service. 1026 00:37:59,877 --> 00:38:01,512 - Me? [chuckles] 1027 00:38:01,579 --> 00:38:03,280 I'm having a loss for words right now. 1028 00:38:03,347 --> 00:38:04,548 - But you're a busy guy. 1029 00:38:04,615 --> 00:38:06,684 I don't expect you to do that for free. 1030 00:38:06,751 --> 00:38:10,888 So I'd like to pay you $10,000 for creating that video. 1031 00:38:10,955 --> 00:38:13,791 - Are you serious? - I'm serious. 1032 00:38:13,858 --> 00:38:15,493 - [laughing] I don't know what to say. 1033 00:38:15,559 --> 00:38:17,194 Thank you. 1034 00:38:17,261 --> 00:38:19,330 When do we start? [both laugh] 1035 00:38:19,397 --> 00:38:21,766 - No, we're not gonna start right now. 1036 00:38:21,832 --> 00:38:23,267 So... 1037 00:38:23,334 --> 00:38:26,037 you told me you had a business before. 1038 00:38:26,103 --> 00:38:28,406 - I did. I was into graphic design and animation. 1039 00:38:28,472 --> 00:38:29,974 - That business didn't work out? 1040 00:38:30,041 --> 00:38:31,876 - It didn't. 1041 00:38:31,942 --> 00:38:34,512 You know, I can remember doing the math and saying, 1042 00:38:34,578 --> 00:38:36,947 "Yeah, you're failing. 1043 00:38:37,014 --> 00:38:38,783 You're failing at life, brother." 1044 00:38:38,849 --> 00:38:40,484 You know, I had to make a choice. 1045 00:38:40,551 --> 00:38:42,319 And it kind of put me into this field. 1046 00:38:42,386 --> 00:38:44,555 - I think you needed somebody there to help you. 1047 00:38:44,622 --> 00:38:46,991 You needed that support system. 1048 00:38:47,058 --> 00:38:50,127 You mentioned your desire to own your own franchise. 1049 00:38:50,194 --> 00:38:51,896 - That's a dream of mine. 1050 00:38:51,962 --> 00:38:54,065 - I would like to give you... 1051 00:38:54,131 --> 00:38:57,001 the franchise fee for a franchise of your own. 1052 00:38:57,068 --> 00:38:59,904 That fee is $55,000. 1053 00:38:59,970 --> 00:39:03,407 ♪ ♪ 1054 00:39:03,474 --> 00:39:04,942 How does that help? 1055 00:39:05,009 --> 00:39:07,344 ♪ ♪ 1056 00:39:07,411 --> 00:39:11,215 - It'll change the trajectory of my whole life. 1057 00:39:11,282 --> 00:39:13,718 - I see you as somebody that's gonna do some great things. 1058 00:39:13,784 --> 00:39:15,786 - Thank you, Gary. You won't be disappointed. 1059 00:39:15,853 --> 00:39:18,355 I can promise you that. 1060 00:39:18,422 --> 00:39:20,725 I'm absolutely overwhelmed. 1061 00:39:20,791 --> 00:39:22,159 - Good luck. 1062 00:39:22,226 --> 00:39:24,862 - This is genuinely a once-in-a-lifetime opportunity, 1063 00:39:24,929 --> 00:39:28,799 and I can make a promise that I will not squander it at all. 1064 00:39:28,866 --> 00:39:31,068 This is the stuff that dreams are made of. 1065 00:39:31,135 --> 00:39:33,270 And let's make it happen. 1066 00:39:34,739 --> 00:39:38,242 - Kandeh, I got the opportunity to come hang out with you, 1067 00:39:38,309 --> 00:39:40,044 and I enjoyed every minute of it. 1068 00:39:40,111 --> 00:39:42,713 You're resourceful, and you're gonna make things happen. 1069 00:39:42,780 --> 00:39:44,014 - Thank you. 1070 00:39:44,081 --> 00:39:46,450 - That is a great quality to have in our business. 1071 00:39:48,119 --> 00:39:50,321 - Hold on to those for just a minute. 1072 00:39:50,387 --> 00:39:53,257 You told me on our ride that you wanted to have a truck, 1073 00:39:53,324 --> 00:39:55,826 that that truck would help you with your business. 1074 00:39:55,893 --> 00:39:57,328 I am buying you a truck. 1075 00:39:57,394 --> 00:40:00,131 - [sniffles] 1076 00:40:00,197 --> 00:40:01,966 And you truly deserve it. 1077 00:40:02,032 --> 00:40:04,301 ♪ ♪ 1078 00:40:04,368 --> 00:40:06,504 - It's gonna do a lot for me. 1079 00:40:06,570 --> 00:40:08,405 - We got to do that mold job, 1080 00:40:08,472 --> 00:40:10,407 and I listened to everything you told me. 1081 00:40:10,474 --> 00:40:13,644 You were doing your own training, right? 1082 00:40:13,711 --> 00:40:15,980 I think you got lost in the crowd. 1083 00:40:16,046 --> 00:40:17,515 I want to turn that around. 1084 00:40:17,581 --> 00:40:20,484 And I do not want you to feel unappreciated. 1085 00:40:20,551 --> 00:40:23,254 - [sniffles] - I want to give you $5,000 1086 00:40:23,320 --> 00:40:25,422 to go towards whatever training you think 1087 00:40:25,489 --> 00:40:26,824 will help you the most. 1088 00:40:26,891 --> 00:40:29,160 - [sobbing] Thank you. 1089 00:40:29,226 --> 00:40:31,295 - Is this the first time you've ever had anybody 1090 00:40:31,362 --> 00:40:34,298 really support you? - Yeah. 1091 00:40:34,365 --> 00:40:36,433 - [sniffles, clears throat] 1092 00:40:36,500 --> 00:40:38,269 You did not have-- [clears throat] 1093 00:40:38,335 --> 00:40:39,770 You had a rough life. 1094 00:40:39,837 --> 00:40:42,373 Fled Sierra Leone during the civil war 1095 00:40:42,439 --> 00:40:44,775 when you're four years old. 1096 00:40:44,842 --> 00:40:46,610 Then you get to the States, 1097 00:40:46,677 --> 00:40:50,347 and a brother that you love gets hit by car and killed. 1098 00:40:50,414 --> 00:40:52,116 ♪ ♪ 1099 00:40:52,183 --> 00:40:54,451 One other thing that I'd like to do... 1100 00:40:54,518 --> 00:40:56,086 ♪ ♪ 1101 00:40:56,153 --> 00:40:58,823 I'd like to donate $20,000 1102 00:40:58,889 --> 00:41:00,591 in your brother's name 1103 00:41:00,658 --> 00:41:04,795 to the Sierra Leone War Trust Fund for Children. 1104 00:41:04,862 --> 00:41:07,798 - [sobbing] 1105 00:41:07,865 --> 00:41:11,769 ♪ ♪ 1106 00:41:11,836 --> 00:41:15,773 - I also don't want you to go anywhere, okay? 1107 00:41:15,840 --> 00:41:17,908 I want to personally mentor you. 1108 00:41:17,975 --> 00:41:20,077 - [crying] 1109 00:41:20,144 --> 00:41:22,079 - I am looking forward to working with you, young man. 1110 00:41:22,146 --> 00:41:23,914 - Thank you. 1111 00:41:23,981 --> 00:41:25,416 - Hey, man, get up. 1112 00:41:25,482 --> 00:41:28,252 ♪ ♪ 1113 00:41:28,319 --> 00:41:31,255 - [sobbing] 1114 00:41:31,322 --> 00:41:33,791 ♪ ♪ 1115 00:41:33,858 --> 00:41:36,060 Just--You look ahead. 1116 00:41:36,126 --> 00:41:38,929 There's a lot, a lot to look forward to. 1117 00:41:38,996 --> 00:41:40,064 Don't look backwards. 1118 00:41:40,130 --> 00:41:42,266 ♪ ♪ 1119 00:41:42,333 --> 00:41:44,201 - Life is gonna be better moving forward, 1120 00:41:44,268 --> 00:41:46,737 especially knowing that he's gonna be there 1121 00:41:46,804 --> 00:41:49,406 as a mentor and help guide me. 1122 00:41:49,473 --> 00:41:51,775 It's a different feeling. I like it. 1123 00:41:51,842 --> 00:41:54,612 It's... [chuckles] 1124 00:41:54,678 --> 00:41:55,813 It feels good. 1125 00:41:55,880 --> 00:41:59,183 ♪ ♪ 1126 00:41:59,250 --> 00:42:01,952 - Going undercover has been invaluable to me. 1127 00:42:02,019 --> 00:42:04,021 I'm an expert in the franchise business, 1128 00:42:04,088 --> 00:42:07,224 but I clearly had no idea about the restoration business. 1129 00:42:07,291 --> 00:42:09,393 This is a really tough job. 1130 00:42:09,460 --> 00:42:10,628 I got a great understanding 1131 00:42:10,694 --> 00:42:13,397 of what's really going on out in the field 1132 00:42:13,464 --> 00:42:16,433 and discovered ways we can improve our customer service, 1133 00:42:16,500 --> 00:42:19,169 training, and opportunities for employees. 1134 00:42:19,236 --> 00:42:21,038 I believe what I learned going undercover 1135 00:42:21,105 --> 00:42:23,340 will definitely move the company forward. 1136 00:42:23,407 --> 00:42:25,676 ♪ ♪ 1137 00:42:59,076 --> 00:43:01,378 announcer: Stay tuned for scenes from our next episode.