Undercover Boss is back. HERE'S BOBBY. THIS IS 10 times harder than the boardroom.
Go. This is a disaster. I would never have found out if I wasn't undercover.
The most devastating economic crisis for a generation has been tough on American business and even tougher on America's workforce. We all had to take salary cuts. >> How many firemen you think you down?
50 just because of the pandemic. So there's never been a more important time to go undercover. This season the toughest challenges This has got to be the worst job in the restaurant.
>> It is. The biggest shocks I need to rethink [music] everything that we're doing. You broke so many rules.
And the most dramatic life-changing [music] rewards >> that's that's the greatest thing you could ever do for me, man. in Undercover Boss history. >> I need to break cover right now and shut this down.
>> [music] >> Tonight My pancakes are burning. the chief people officer of a much-loved restaurant chain steps away from his corporate comforts to go undercover [music] alongside employees on the front line. Give me that next one.
Ay, ay, ay. It's hot back here. He'll see how his decisions behind the scenes I had to make a choice to lay off 50% of our staff.
>> are affecting those on the shop floor. >> Well, we got to like quit moving it. There's just not enough workers.
That's my fault. Sorry. He'll uncover surprising [music] secrets This is not going to work.
Waste of time. and alarming flaws. I'm sorry.
We're just trying to fix it. It's ridiculous. before transforming [music] lives forever.
Thank you. Thank you a million times. Thank you.
All this next on Undercover Boss. Let's just say that I miss my office job right now. >> [music] >> My name is Warren Boone.
I am the chief people officer for Coco's. Coco's is a restaurant chain serving all-American food combined with a bakery famous for its pies. We sell over 300,000 pies every year.
That's our primary signature item. Good recipes, good people equal good pies. As chief people officer, I'm responsible for everything that has to do with the people.
From hiring to firing to training and what I love about our company is that we have team members that have stayed for the long term, 30 plus years. >> [music] >> Well, Coco's started back in 1948. It was originally called the Snack Shop.
There was a man named John McIntosh who bought the Snack Shop and expanded it and then after a period of time ended up changing the name over to Coco's and continued to build the brand out from there. So come into Coco's and win. At the height of its popularity in the 1990s, Coco's had over [music] 300 restaurants, 10,000 employees, and an annual revenue of $550 million.
[music] But over the next 20 years, a decline in casual dining hit the company hard resulting in the closure of 90% of their restaurants. >> [music] >> Hey everybody. In 2018, a new company, Shari's Management Corporation, took over with a plan to modernize to attract a younger generation of customers.
>> [music] >> But in March 2020 disaster struck. I came on board with Coco's in the middle of the pandemic. It was a challenging time to join a company, for sure.
I had to [music] make a choice to lay off 50% of our staff. It was extremely difficult decision, um very stressful. >> [music] >> And our company has suffered a lot since then as we've just tried to stay alive.
As people have had to work harder, work longer, do jobs that they didn't do before. Coming out of COVID, as we started to open up, we've reached back out to the team members to get them back into the restaurants. And what we found is that not all of them are willing to come back.
They've found other opportunities and simply put, if we don't have great team members, the company won't survive resulting in us shutting the doors. And I'm not going to let that happen on my watch. Do you think people are going to recognize you?
I don't think anybody will recognize me. They're going to think I am Brad Bonzer, an outdoor trail guide [laughter] from Western Colorado. As chief people officer, it's important that I go undercover because I was forced to make difficult decisions on staffing in the restaurants.
[music] I need to be able to see firsthand what our employees are dealing with now and how >> [music] >> we can make things better for them. I believe we can take this brand out of the danger zone and on to the next level. What do WE THINK, GUYS?
LOOK AT THE HAIR. OH MY YOU No one is going to recognize [music] you. Okay.
I'll close my eyes. >> [laughter] >> I love you. Our employees will think they're on a documentary about starting over in a new career and they have no idea it's Undercover Boss.
Make us proud. Bye-bye. I need to go undercover now and tackle our problems before [music] it's too late.
Our company's survival is at stake. >> [music] >> When it comes to making sure that our guests are getting the best possible experiences, [music] it all comes down to our servers. I expect our servers to provide great personal [music] warm service, but I've had to make some tough decisions on staffing.
I've been good. How about you? Leaving the restaurants potentially understaffed So today I'm working with Amanda who is a server at our San Pedro [music] location cuz I want to find out firsthand how some of my choices have affected her life and the business.
>> [music] >> Hello. Welcome. >> I'm here to see Amanda.
That's me. Oh, I'm Brad. Oh, nice to meet you.
I'm Amanda. Nice to meet you. Yes.
I believe I'm going to be training you today. I have a uniform for you that we [music] can put on. Let me grab it for you really quick.
Are [music] you ready to start, Brad? >> All right. >> We're going to go ahead and go over here to 24.
I can show you how we take their [music] order. Are we all ready to order over here, folks? Can I have the toast and jam, please?
Would you like sourdough, whole wheat, or rye? >> Sourdough. I'll get the uh fresh strawberry waffle.
You got it. How long have you worked here? I've worked here for almost 3 years.
3 years? So what did you do before this? I had a business where I took different groups of people to climb mountains and now I'm getting an opportunity to take a look at different career possibilities.
When Amanda asked me about my past, my heart started racing. Fortunately, I think I got away with it. Okay.
We got a new table on 23. >> So I'm very relieved. Hello.
Welcome to Coco's. Amanda immediately put me to work. >> I'm going to go ahead and get your uh Club 55 sirloin steak.
Can I have the country fried steak? Of course you can. At this point, I feel like I am pretty comfortable.
The lady ordered a 55 sirloin. >> You have to ask how does she like it cooked? Also for [music] the country fried steak, did he want the dinner or the breakfast one?
I think I messed up every single person's order. I'm so sorry. I I should have asked you a few more questions.
So ma'am, on the 55 sirloin, how would you like that cooked? Medium rare. And then sir, you had the country fried steak.
Is this is that the breakfast or the dinner version? Dinner version? I think I've got it covered.
He wants [music] the country fried steak, the dinner version. >> The Club 55 or the regular one? Uh I think he needs to learn the menu more.
He just needs a little bit more training. Okay, so sorry. One more question.
Would you like the Club 55 country fried steak No, no, no. The other person. All right.
I got it. Thanks. I had to go back to that table I think three times to get it right.
Maybe you want to get a tray for this. >> Okay. I was thinking, great.
This is a great way to start the shift. Sorry. I'm sorry.
I'm so sorry. I just dropped a tray of drinks. It was completely stressful and I was just totally embarrassed.
It It happens to everyone, you know? It's nothing to be embarrassed about. It happens, but I know exactly how you felt because like I know when I first did it, it was it was probably like the worst thing that [music] could have happened to me.
Turkey avocado croissant. But I can show you how we put it in the system. Okay.
>> They had the senior stat combo which is right here. We're going to go ahead and send that in. Send.
Okay. We're going to make sure our ticket goes through because there's been times that my ticket was lost and my food never came out. >> Okay.
Okay. Sometimes it'll come up over here. So we just got to make sure that our ticket gets to the cook.
Amanda's teaching me to put in an order into the point of sale system, but as soon as we hit send, [music] she is searching for where her ticket is. Here's our ticket right here. It wasn't sent to the cook.
>> But the ticket isn't supposed to [music] come out of there, right? >> It's not. It's supposed to come out over there.
Sometimes the system isn't working, so we give this to them. Amanda has enough on her plate. She doesn't need to be chasing down [music] where her ticket went.
>> You want some more coffee over here? >> And why would our food orders not go directly to the kitchen? That doesn't make any sense.
Are you all ready to pay? You already use two gift cards? Yes, thank you.
So, we have $10 on gift cards. >> Okay. We're going to swipe our cards on here, and I don't know why it didn't go through.
It didn't go through? >> I see, this is tricky. Our system sometimes is tricky.
[music] We're trying to cash out a check right now, and it seems like the system is not taking the gift cards correctly. >> Larry, I [music] swiped both of these cards right here, but it's not popping up on the system. I'm not computer [music] literate.
I'm confused, too. So, manager doesn't know how to do it. Amanda's struggling with it.
Guests are waiting there for their change. So, do they owe $6. 88?
It's been [music] 10 minutes, and it's still not done. Well, that shouldn't be like that. But then we also had another table that we needed to provide service [music] for that we weren't.
We're trying to fix your check right now. They're fixing it. This is a total breakdown, and I'm this close to breaking cover and telling the manager comp the check, let the guests go.
It's inexcusable. [music] I don't know why it didn't go through. I'm in San Pedro, California, working undercover with server Amanda, and [music] we've got unhappy customers because we can't even process a payment.
>> to fix it. I'm sorry. We'll we'll have it for you right now.
I'm this close to breaking cover and just telling the guests go ahead and leave. We're so sorry, and we're going to comp your check. So, we're all good?
Okay, we got it called. [music] Clearly, our point of sales system has significant problems. There's still money on this.
I don't There was no need for the change. And it needs to be fixed. So, now I'm going to go ahead and show you how we do the dishes.
>> Oh, oh, we're going to do dishes? >> to do dishes. Yeah.
At this time right now, we don't have a dishwasher, so as a server, we do it all. Okay. So, I'll show you this way to the dishwashing station.
The restaurant was busy, so if your primary job is providing guest service, yet circumstances of the restaurant are pulling you away from providing guest service, there's something really wrong here. As you can see, we have a lot of dishes. >> [music] >> Wow.
Now I'm seeing firsthand the repercussions of the staffing cuts I've made. >> [music] >> Just grab this and just We just start off by doing the bowls. We rinse them out.
>> [music] >> More dishes. Yeah. More dishes.
The little ones? Here's some right here. It's really hard [music] work back there.
A few more plates. The team members are coming in, and they were yelling for dishes. >> We got a lot of plates.
Move it. [music] And then just when I think I'm making progress, more dishes arrive. >> [music] >> Like, why is it that you have to wash dishes on the same shifts that you're serving?
I think it's just There's just not enough workers. Not enough workers? Mhm.
We're understaffed at the moment, so I'm hoping that that changes cuz uh I want to go back to my old shift. >> What was your old shift? >> 9:00 to the latest, maybe 2:00.
Now I come at like 1:30, and I leave at closing. So, it's my whole day right there. And that's [music] not as good.
>> It's not. I can't really spend time with my family anymore, which is something, you know, like I take time with my mom very precious. >> Right.
Why is that? My mom has cancer. I [music] provide for her and everything, so >> You provide for your mama?
I do. I provide for my mom. She's not able to work because of her cancer.
[music] It's very hard on her body. So, you're working for two. Yes, me and my mom.
>> [music] >> Amanda has a big heart. She wants to take care of her mother, and she's working to support them both. So, how's your mom doing?
She's pretty much taking it day by day. It's a terminal cancer. Oh.
But she's [music] she's 50 years old, you know. This makes me so sad for her. It's just bringing life into focus.
I'm going to go ahead and clock out. I have a bus to catch. >> need a ride?
If you can do that, that would be If it's okay with you, I'd be happy to. Do you have a car? At the moment, I don't have a car now.
I have to rely on others [music] to take my mom to her appointments and everything. It's hard. I hate to ask others.
This our building, so this should be [music] fine right here. >> it'd be okay if I meet your mom? Yes, of course.
She'd like to meet you. I'd be honored to meet her. Mom?
Yes? This is Brad, Mom. This is who I was training today.
Nice to meet you. >> nice to meet you. >> Nice to meet you.
I hope you had a good day today. Want to have a seat? What do you think about being a server?
I think it's a lot harder job than people think it is. And Amanda is very good. She's so super talented.
I'm glad she turned out the way she did. She takes care of me now for the last few years. [music] >> She's pretty amazing.
I'm sorry to get emotional. Oh, it's okay. It's just been really hard.
It's okay. I should be [music] taking care of her. >> [snorts] >> I really didn't expect this journey to be hard like this.
I expected to try to figure out ways in which I can help our team members in their employment experiences. [music] Bye, Lisa. Bye-bye.
Nice to meet you. Amanda has made me see that it's more than just about business. >> [music] >> It's about people, and it's about their needs.
And I'm in a fortunate position where I can help. So, I'm really glad that I'm getting to meet these team members. What keeps me up at night as the chief people officer is making sure that we have the talent that we need, and how do we keep them?
So, I'm at the Redlands location today, and I'm working with Ramon, who is a baker for us. Ramon has been with us for 35 years. I'm fairly new to the company, so it's a great opportunity for me to learn about [music] our culture and why our people choose Coco's as their career.
Hi, Ramon. I'm Brad. Nice to meet you.
>> meet you. It's time to be your trainer. I'm going to train you how to do pies.
Coco's is famous for pies. We are going to start doing strawberry cheese pie. Pies are the cornerstone product of our menu.
I'm going to show you how to put the whipped cream on top of the pie, okay? >> Okay. So, I want to see the magic that goes into preparing our pies today.
[music] Then I turn my pie around and do the the other half. See? Yeah, just like that.
Okay. >> Try that on that pie. However, if you ask my wife, I'm the worst baker probably on the planet.
Okay, go. Okay. >> [music] >> You are doing it right.
>> not This is a lot harder than I thought it was. Right now, Brad is very slow. Oh, I messed up there.
Messed up. And um he's a little bit clumsy, but it is because it is his first time doing it. What do you think?
>> alike. Eh. Kind of.
>> [laughter] >> For Ramon to do it so well and so quick, he really is great at his job. Okay, lemon meringue. Lemon meringue?
>> Lemon meringue. >> [music] >> Since our lemon meringue pies are a signature item on our menu, I'm looking forward to [music] finding out how they're prepared. Hi, Ramon.
We need egg whites. Egg whites? 21 oz of salt.
These are egg whites. >> Yes. Add this to the bowl.
Okay. Now, we have to wait. So, we wait for the meringue.
We have to wait for a long, long time because before you put the egg white right here, and maybe in like 2 3 minutes, it will It just comes out. >> Because that wasn't good product. It is not good anymore.
Those cartons of egg whites aren't very good. They are not as good as as they were before. I'm a little perplexed why we're stocking an egg white product that doesn't rise.
Do you tell the manager if it's not very good? >> They They know. They know.
We have been complaining to the managers for a long time, but they are not changing the product. Maybe it is [music] because this may be cheaper. Ramon's clearly raising an alarm about these issues, but it seems like nobody's listening.
I don't think I It's going to work. It's not going to be good. >> Yeah.
>> to start over again. We just have to throw that away. Waste of [music] product, waste of time.
And we are going to try it again. I'm absolutely shocked. Going undercover, I expected to see how our pies were made, not discover that they can't be made.
It's not raising at all. >> raising at all. If our signature dishes are off the menu, we lose customers.
>> It looks like this is not going to work. Bakery is in our name. How is this not [music] a priority?
I I don't think I We're going to make any lemon meringue today. It's ridiculous. >> [music] >> I'm undercover in Redlands, California, This is not going to work.
And we are going to try it again. where an issue with some of our ingredients is preventing Ramon from making one of our most popular pies. It is too watery cuz the egg white is not good.
If Coco's Bakery Restaurant doesn't have lemon meringue pies to offer our guests because of decisions made by the purchasing team, then we're already failing. I don't think I We're going to make any lemon meringue today. Okay.
I want to speak with our heads of operations about this because I'm going to fix this. Go as fast as you can. Okay?
Ramon, you're a pretty good trainer. What has kept you at Coco's? I guess it is because I like this place, but I don't make money right here.
Really? I have been doing like uh minimum wage all the time. It blows my mind how somebody with all these skills, who's [music] been with us 35 years, is only making minimum wage.
How about taking a break? Okay. He's making as much now as a new employee straight off the street.
That makes no sense at all. Do you think Coco's will ever pay you more than you are now? >> I don't think so.
The supervisors of the company for a long time they came to the store and said, "Okay, guys, I'm going to give you a new raise. " And he gave us $1. Right.
So, $11 an hour. Right. And then I remember one of the managers said, "I'm going to give you a new raise.
" And I signed all the papers and then they closed the store. And they sent me to to Sun City and I asked him, "Hey, I was going to get a new raise. " The manager right there she told me, "No, I don't know nothing about that.
" So, wait a minute. Ramon has given so much to Coco's after all these years. Thanks so much, Ramon.
No problem. At the same time hasn't received raises. It's important for our company and it's personally [music] important to me that our people are respected and valued.
And it feels like we really dropped the ball [music] with Ramon. Today I'm on my way to our Anaheim location. This location [music] is unique because it's so close to Disneyland.
So, I'm really excited to find out what this restaurant does to tap into that potential business. I'm looking forward [music] to working with Tom today, who is a shift lead. Wow, the restaurant looks [music] busy.
This is very promising. Hi, welcome to Coco's. >> Hi, Tom.
I'm trying to meet Tom. I'm guessing you might be him. I definitely would [laughter] be.
I'm Tom, nice to meet you. So nice to meet you. I'm Brad, yeah.
First of all, we're going to get a uniform for you. Okay. >> [music] >> Part of being a shift lead is kind of keeping your eyes all over the place.
You got to check the kitchen, you got to check the front, you got to check with the servers. So, whatever I'm needed is where I go. Okay.
As a shift lead, you have to step into multiple positions at different times. Going to table three. And it looks like Tom [music] is up for the job.
>> jump in and cook, too? I do, yes. Wow.
We're going to start on the pancakes. Pancakes. So, you're just going to grab this right here.
One, two. Okay, so next with some eggs over here. That's so easy.
Super easy. Perfect. So, now you're going to be cooking.
I'm going to cook? You're going to cook. Two pancakes.
Okay. Over medium eggs. Uh all right.
Um eggs. I got I got to get some eggs. Brad, you got to move a little bit quicker than that.
You got to crack them a little bit faster than that, buddy. Okay. Okay.
Oh, my pancakes. Are those pancakes? Uh this one looks mashed.
You're going to need to redo them. I want to see perfect pancakes. Brad definitely got a little stressed out in the kitchen.
And those pancakes It's terrible. We're going to have to redo the pancakes. >> That wasn't [music] good at all.
Come on, these other cooks have made three orders by the time you haven't even finished this one. Ugh. Jeez.
We got a table waiting. Can we get an order out soon? I never thought pancakes were difficult to make.
>> Those are probably burnt now. You're right. Boy, was I wrong.
Listen, let a cook take care of it right now. Yes, thank you. Whoa, almost lost it.
These people have been waiting a while. Something unique that this Coco's does that I'm not sure if any other Coco's do. Um we do delivery to the hotel next door.
So, the guests in the hotel call here for like their room service? >> Mhm. Oh.
Yeah. That's pretty cool. Do you want to try taking this call?
Sure. Thank you for calling Coco's. This is Brad, how can I help you?
Yeah, our location is taking advantage of a really unique business opportunity. [music] >> I'd like to make an order for three apple pies. Yeah, for sure we can do that.
It's a terrific idea and it's a way for us to be able to attract even more guests into our restaurants with our food. This morning I saw those guests in there and I'm thinking the business is doing all right. I will say that I think that there's a couple things that we could definitely work on like our our social media presence.
It'd be nice if we could you know, do a little bit more with it and you know, be a little bit more active and you know, we're trying to bring in a younger generation of people into Coco's. Um but unfortunately, the Coco's Twitter only has 148 followers or something like that. Interesting.
This is ridiculous. And I'm embarrassed for the company. Even their very first post there wishing everyone a day full of dadventures.
Father's Day was a while ago, wasn't it? Yep. When our last social media post is a holiday that's passed a couple of weeks ago, it shows that we're not on top of it.
Those posts are stale. Oh, sir, did you order? Yes, sir, I did.
So, I need to find out what's going on. It's not acceptable. >> [music] >> Feel like I could drink like a gallon of water right now.
>> You do this all the time. You're on your feet the whole time. I'm so used to like stress between work and home life and stuff like that.
Like I'm I'm so used to it. >> have family? Uh unfortunately, I've lost both my mother, my father and I just lost my stepmother a couple months ago.
Oh, wow. So. Were you really close with your stepmother?
>> Very close. Yeah. She had dementia and then I ended up moving in for 3 years.
Wow, can't imagine the challenge of that. I worked with Tom all day. He has such a great attitude.
I would never have guessed that he just lost his stepmother. It really says a lot about his character. So, where are you living [music] now?
I still live in the same place. Where your stepmother was? Okay.
Do you own that house? It It was in my stepmom's name. Um but now that she's passed, I could be kicked out and told to go find somewhere else to live.
That sort of instability [music] has got to be really difficult. You're here working and you're you're still trying to earn a living. You know, the the thing is though is I love this company.
So, I just want to just keep climbing and keep climbing and keep climbing and just I just want to go as far as I can. Yeah. >> I'm leaving here today feeling I guess mixed.
I'm very happy [music] that we have Tom working for us. Thank you. You're very welcome.
Take care. >> everything. Thanks.
[music] But he gave me a lot to think about. Great social media marketing can put our business on the map. And I see our competitors out there doing a lot of different innovative things.
>> [music] >> So, we need our marketing department to perform at that level. >> [music] >> I'm on my way to our Laguna Hills location. This [music] location is one of the best restaurants in the company.
It's profitable, does great in sales. >> [music] >> Today I'm working with the general manager there. His name is Art.
The general manager position is the most important position in the company. [music] >> Thank you. Thank you.
Art is responsible for everything within the restaurant and for managing [music] the profit and loss to making great guest experiences happen. And I want to find out what is he [music] doing that is making this restaurant so successful. I'm ready to get going.
Brad is [music] on the scene. Hello, sir. How are you?
Good. Brad, nice to meet you. >> Brad, nice to meet you.
My name is Art. I'm the general manager for this restaurant. Are you ready to go?
I'm ready to go. >> Coming through this way. Now we're going to do the first job.
All right, Mr Brad. So, our delivery truck is here. Right.
So, we're going to put away our deliveries. So, this one you give it to me. Okay.
>> Jalapenos. Give me that one. Jalapenos.
Jalapenos goes right here. [music] Give me the next one. >> Romaine?
Romaine lettuce. Give me the romaine. Next one, give me carrots.
The pace [music] that Art keeps up makes it like a cardio exercise. Vanilla filling goes right here. Follow me with this.
Art is like a drill sergeant. [music] Brad, I know you're first day, but you need to go fast. >> He's like Pick up the pace.
Pick up the pace. Next. >> [music] >> Do you put away the truck every week?
I do every week. I have a 73 employee before pandemic. For right now is I have only for 27.
Oh, wow. >> So, yes. He's short-staffed and I couldn't help but think that's my fault.
Do you make a bonus like every quarter? >> make any because of the whole pandemic. You're working this hard even though you're not getting a bonus.
>> That's right. You do things from your heart. [music] It's not about, "Oh, how much I'm making and I'm going to make the bonus or not.
" When I see somebody like Art [music] who's passionate about what he does and the leadership example he gives in the restaurant really admirable. So, now is the time to clean the restroom. What?
We need to clean the restroom. Yes. All right, let's >> Your tools.
>> Okay. Okay. Here we are.
Let's come in here. So, this is this is part of a general manager's job? This is a part of the general manager job.
Wow, cuz it's got to get done. That's got done. It's got to get done.
Okay. Yes. When I made the decision to cut staff as the chief people officer, I don't know if I expected the general manager to be cleaning the restrooms.
And I thought it was real fitting that I had an opportunity to do it myself. Okay, so where do I start? >> You need to clean the urinal.
Clean the urinal? Yes. Okay.
And then you need to clean the restrooms, then I come I'm and check on you. Make sure nice and beautiful. In my normal life, I never clean a toilet.
All right, time to clean the urinal. Jeez. I have no idea if I'm even using this brush right.
How do you use this thing? Ugh. This is nuts.
Oh my goodness. The smell coming from the toilet was terrible. I gagged.
I can't believe Art does this. Guy [music] deserves a medal. Let's just say that I miss my office job right now.
Mr Brad, how are you doing? Did you pick it up this one? Yes.
Beautiful. So, just wipe it down. Then as soon as you get lab and customer wanting, look at this.
Now ready to use. >> [music] >> If Brad really want to be a Coco's manager, he have to get hands dirty sometimes. All right, Art.
Tell me a little bit about you. I'm working [snorts] for the Coco's for last 20 years. It's amazing.
>> I came in 1990 from Bangladesh. Then I started working for Hilton. Really?
I started as a busboy and then I found Coco's job 1996. Well, you are dedicated to [music] what you do, that's for sure. I work open to close, which is 8:00 to 8:00, works 7 days a week.
Wow. It's last 10 years I don't take a vacation. No vacation in 10 years?
>> of [music] 10 years. This blows my mind. Makes me hurt for him.
To not have that sort of a break. Do you still have family in Bangladesh? Yes, I do.
I have a six brother in there. Six brothers? >> Six brother and one sister.
How do they ever come out to see you? Actually, it's very expensive. Yeah.
Art hasn't seen his family for over a decade. I couldn't imagine going so long without seeing family. So, I'm really hoping that I can help him get to see his family soon.
Let's go we clean outside, okay? >> it. Let's clean outside.
>> Let's go. I'm inspired by what I saw with Art today. Did you like working for Coco's?
Yeah. I take it pride in what I do. I love it.
But it really hit home. He's understaffed. Some of the decisions that I'm making [music] are decisions that are affecting him.
And now I'm walking away with a lot to think about. >> [music] >> Thanks so much. Appreciate it.
Yeah. >> Bye, Brad. This undercover [music] experience changed me as a leader to be significantly more empathetic.
I was reminded of how important honoring people is and how far we've fallen from that. I'm responsible as well as my partners on our executive [music] team. So, I'm going to get right to work fixing the things I saw while undercover.
>> [music] >> Today, all of the employees have been invited to the set of the fake documentary. We did a training with this guy. He did a really good job.
Good job. They think they are filming the final interviews. I think Brad is all right.
He was cool. He was really cool. And they have no idea this is Undercover Boss.
>> [music] >> You recognize me? Are you Brad? >> [laughter] >> No.
I'm actually not Brad. That was a fake hair? It was.
Okay. My name is Warren Boone and I'm the Chief People Officer for Coco's. Oh, wow.
And you're on Undercover Boss. Holy crap. >> [laughter] >> Coming up.
That's That's the amazing. The boss changes lives forever. Very much in shock.
This doesn't happen to us. You know, one of the things that [music] really impressed me about you, Art, is that you committed to working 8:00 to 8:00, 7 days a week during the pandemic. >> I've been working like a open to close.
And you did [music] that with no expectation of getting a bonus. >> No, I was not expecting anything. So, [music] what I'd like to do is invest almost a million dollars into the bonus program.
>> [music] >> And your personal bonus should work out to at least $10,000 a year. >> This [music] is too much. That's It's really great.
Thank you so so much. How long has it been since you visited your extended family in Bangladesh? 10 years.
It's been a long time, huh? It's long time. I want [music] to take my daughters to know their cousins and I cannot wait to see my siblings.
FaceTime is not [music] enough. >> [snorts] >> I want the feeling when I [music] hug them. I want to give you something back, a reward for all of your hard work and loyalty.
We are going to give you [music] $10,000 so you can take your family to Bangladesh. >> Wow, now almost I cry. I don't know what to tell you.
That'll be [music] great. That'll be beautiful and my wife and kids will enjoy it. Thank you, sir.
I'm very happy. This is a really really good feeling which is you cannot express with the words. >> [music] >> Tom, working with you, I had the feeling that the cooks wanted me out of that kitchen.
You were very correct. >> [laughter] >> Well, one of the things that impressed me [music] about you is you had a lot of different ideas and you had some legitimate criticisms about our social media. >> I don't think we have enough engagement in my personal opinion with [music] our clientele.
>> What I'd like to do is to set up a meeting between you and our director of marketing Oh, wow. to brainstorm [music] ideas. That would be perfect.
That would be awesome. I would really really enjoy that. Well, one of the [music] things that you had expressed is a desire to move up.
Is that right? >> Mhm. Well, Tom, I would agree with you.
I think that >> [music] >> you did a terrific job as a shift lead and we want to give you that opportunity to grow. >> Well, thank you. And so, as [music] soon as an assistant general manager position comes available in your area, that job [music] is yours.
Wow. Yeah, I would I would definitely like that. That sounds amazing.
>> Our [music] assistant general managers make up to $5,000 annually in bonus. A bonus? Thank you.
Thank you a million times thank you. And I really would really appreciate the opportunity. So, one [music] of the things that you shared with me was about your stepmother.
Well, she uh >> [sighs] >> about 4 years ago she got diagnosed with dementia. And I ended up moving in for 3 years. Unfortunately, she ended up passing away.
This [music] just happened not too long ago. So, I'm still still recovering from it. From what I understand, [music] when your stepmother passed away, it affected your housing situation.
[music] To make a long story short, not even like a month after she's passed and I ended up getting kicked out which could happen at any time. Well, I'm not okay with you being homeless. >> [music] >> So, what we'd like to do is be able to provide for you $10,000 Holy crap.
to assist your [music] housing situation. Does that provide a good safety net for you? Yes, that's that's Yes, that would be amazing.
Thank you so much. [music] Thank you for everything you've done and I can't wait to see what happens next for you. Thanks, Tom.
Thank [music] you. I feel great about my future. I feel like honestly I can take on the world right now.
Working with you, Ramon, I could see you were a master [music] baker. I'm proud of what I do and I try to always do my best. Pies is a signature product for Coco's and you didn't have the right supplies to do your job.
Yeah. So, I want to go back to my team and fill them in on everything we're getting [music] wrong in our kitchens. That sounds like uh music [music] to my ears.
Thank you. One of the other things about you that really impressed me, Ramon, is that you've worked with the company for over 35 years. Oh, yes.
Do you think that Coco's [music] cares as much about you as you care about Coco's? >> No, I don't think so. So, [music] Ramon, I want to I want to personally apologize to you.
I'm really sorry over the years that you were overlooked and what I'm going to do is I'm going to raise your hourly [music] rate to the highest end that we pay bakers in the company. It's what you deserve. I know that that money is going to make a difference.
I've made a difference in my life. It will get better cuz we're not done yet. >> [snorts] >> What I'm going to [music] do is put $15,000 into a retirement account to help [music] you when you retire.
Amazing. I think nothing is going to happen, nothing is going to change in my life. But >> [sighs] >> this is going to better my life.
Thank you. Well, thank you. Thank you, Ramon.
Thank you for everything you've done. I just don't have the right words, but uh but it feels great to be recognized. Amanda, I got to tell you I thoroughly enjoyed working with you on that day.
You exemplify exactly what we're looking for Thank you. [music] in a Coco's employee. Mhm.
I take my job really seriously, you know, it's just who I am. One of the things that you brought to my attention [music] was the register. There's an issue with the tickets for the orders not getting to the [music] kitchen.
It's stressful cuz, you know, especially when it's busy you got to go make sure your ticket gets to the cooks, like physically give [music] them to it to them. The other thing was when we were trying to tender the gift cards. >> We had guests that were waiting.
There are definitely some challenges with that register system [music] and we need to fix our glitches right now. So, we plan to invest [music] upwards of almost a half a million dollars to replace the system for you and for [music] the rest of our team members. >> That would be amazing.
That would be That would That would I know that would help all of us a lot. Thank you. You invited me into your home to meet your mother.
It was by far the most moving day that I've had through this journey. She's not very well, is she? No, she's not.
I wish she could get better, but you know, there's no cure for what she has. It's hard to watch her go through the things that she's went through. It's hard.
>> [snorts] >> She's my best friend and that's that's all I have, so it's hard. Because I don't know what I would do without her. Sorry.
It's okay. It's okay. >> [snorts] [music] >> And we were talking, I found out that you take the bus to to work.
And I just couldn't help think, how does that affect your ability [music] to take care of your mom and get her to appointments and that sort of thing? Yeah. So, I'm going to give you $20,000 to put towards a new car.
Thank you. That means a lot [music] to both of us. I know she'd be hugging you right now if she was here.
And thanking you. I know her already. She'd be crying with me.
Hey, Mom. >> Hey, babe. Guess what?
I was on Undercover Boss and so are you. No way. >> Yes.
He's giving me $20,000 for a new car for us so I can take you to your appointments. >> My God, that is so wonderful. Very much in shock.
This doesn't happen to us. I'm so proud of you. Thank you, Mom.
>> you more than you'll ever know. I love you, too. Going undercover has given me the [music] ability to find out a lot of information and now I feel armed with enough to be able to make a difference [music] for our company.
Now that I've worked with many of these team members, I feel like I have much more empathy towards them and will be thinking [music] more about them when I make decisions that are going to impact them. >> [music] >> I'm leaving here knowing we've got work to do. Coco's has not turned the corner yet, but I think I'm now equipped to fight for its survival.
