This week on Undercover [music] Boss. The founder and CEO of one of the fastest growing fitness [music] chains in the United States >> No one will work for me or Retro Fitness unless they love [music] it and love me. goes undercover as a reality show contestant looking to start his own gym. >> You must be my contestant. >> I am. >> Horrible, nice to meet you. >> No, you're going to do it the way I told you. >> The way you told me, okay. You got to wipe it down. By working in the field, this
boss finds [music] it difficult not to sweat the small stuff. It's not a cost effective way to do this. There's so much waste here. Oh boy, this is killing me. This is killing me softly. And big problems surface when one employee crosses [music] the line. >> Members, they're they're literally stupid. They don't know anything. With some people, I just want to punch them in the face [music] sometimes. What will happen when he comes face to face with his worst nightmare? How many times I tell you don't with me, dude. The Retro Fitness CEO [music] inside
of me is really wants to fix this right now. Just wait, baby. Just wait. Find out next on Undercover Boss. Headquartered in New Jersey, Retro [music] Fitness provides gym memberships to more than 300,000 members Eight. scoring revenues of more than $100 million a year. What's happening, Steph? Overseeing the 1,200 employees that keep this gym empire fit is one man. I'm Eric Casaburi, I'm the founder and CEO of Retro Fitness. Retro Fitness started out of frustration. I was operating gyms in the fitness industry and I just felt that there was a niche that wasn't [music] being
filled and I just was truly passionate that there was a way to offer a high-end fitness experience associated with a really good price. 20 reps. We've got personal training, a movie theater, tanning, we have a juice bar. When I started doing $19.99 memberships, people, you know, really liked us. When the recession hit, we essentially became rock stars almost overnight. We opened 15 clubs in our first [music] year, and then we did like 26 the next year. Today, Retro Fitness has over 90 gyms with 300,000 plus members, and we employ more than 1,200 people. It was
a very effective business model that we launched at the right time. So, I was born in Staten Island, New York. You know, Roman Catholic, [music] we're Italian family, uh church every Sunday. My family was was all blue-collar, and and I literally mean a blue-collar cuz they're all cops and firemen. [music] Uh all my uncles, my father. So, when we were growing up, you had to make a penny go really far. You had to turn it into a dime. As a kid, you know, mom was at every sporting event, and [music] and dad just dad was
working. That's what it was. That's what it was. So, >> [music] >> I was a mama's boy. When I was 11, >> [sighs] >> 11 turning 12, that's when my mother was diagnosed with with melanoma. It would come and it would go, it would come and it would go, but then toward the end when it when it came back, it came back. And I remember my dad came in and my brother followed behind him. >> [music] >> And he sat us both on the bed. And one sentence, he said, "Mom is gone." [music] And I
was like, you know, like my world just totally changed. It was the life of us as I knew it was [music] done. I was like, dumbfounded, totally cuz I didn't think it would ever happen. I didn't think those words would ever come out of his mouth or anyone's mouth. I was like, "Wow." I miss her every day. Most people that at that time that were diagnosed with melanoma skin cancer had a a 3-year lifespan. And she actually had a 6-year [music] span. She never said no, and she was always willing to continue to fight. And
I think I've grabbed the DNA part from her of there's no finish line. You fight till the end. I think I'm motivated by winning. I got my first personal training [music] certification in high school. And I gradually, you know, went through all of the ranks in a gym and and then went to college. >> [music] >> You know, the greatest thing that I took home from college was my wife. I didn't take home my degree, but I got Kim, so that was a win. [music] When I'm hooked on on doing something or setting a goal,
there's there's nothing that I won't do [music] or try. I I there's just nothing I won't do. Here's my opinion. It can be done. Okay, so let's get it done. There's no doubt about it. I am definitely not your typical CEO. We tell people right away when we interview them for a position here. The corporate culture here is unique. I want you guys to see the new technology. The engine runs only at one speed. And it's very high. And if you can't keep up, then don't take [music] the position. No one will work for me
or Retro Fitness unless they love it and love me. Life is entirely too short to [music] not do something you absolutely love. >> [music] >> My life today is is it's pretty awesome. All right, let's see what you got. Oh, yeah. I'm married. I've [music] got four absolutely outstanding children. And they're all awesome. I mean, they're just really great kids. They're super well-rounded. Yeah! I think the hardest thing for me going undercover probably going to be being away from my family for so long. >> [laughter] >> Wow. [music] I think one of the main reasons
I want to go undercover is because we're at a critical point in Retro Fitness. [music] Is this going to mess with my real hair? Oh, no. Nothing is going to happen to your real hair. We're [music] heading in on 100 gyms, and when we get to 250 or 500, [music] anything that could be going wrong in the system at that level is much harder to get your arms around than it would be today. I'm a little nervous about going undercover, but I've got this great disguise. I've transformed into Barry Ghosh, a down-on-his-luck guy competing on
a reality show to win his own gym. What do your mom and dad think you made it? What's up? I saw I didn't know that was you. I didn't even know that was you. I [laughter] didn't even know that was you. Daddy's going undercover. >> And you're going to look like that? >> [laughter] >> Who is this guy? DO YOU KNOW HIM? Just grab the bags and get to the door. I'm extremely concerned about my brand. I love my brand. I'm passionate about my brand, and I want what's best for my brand. [music] Bye-bye. I
also know that there's things that happen at the micro-management level that I don't get to see every day anymore. I'm concerned that it might not meet my expectations [music] and how I'm going to handle that. Bye, dad. Bye, dad. >> Today, I'm working at the Retro Fitness in Easton, Pennsylvania, and I'll be working in sales. >> Hello. How are you? This is one of the jobs where [music] I'm more concerned that I might overachieve than underachieve cuz I always want to sign up every single member that comes close to Retro Fitness. Unfortunately, I have to
dumb it down. I don't know how I may fail at that. I'm not going to lie. Hello. >> Welcome to Retro. How are you? I'm looking for a Megan. You found her. Wow. You must be my contestant, right? >> I am. >> Horrible. Nice to meet you. >> Barry. We're going to have you come around and I'm going to tell you all the cool stuff that we have going up here, okay? When Barry first walked in, I noticed that his hair is a little disheveled and doesn't look like he did it this morning. I think
Barry needs to clean up a little bit and put some gel or hairspray in his hair and make sure that he looks presentable. Tell me a little bit about yourself. Like are you um are you opening a gym or how's that work? >> contest thing and it's like got to learn a lot of information cuz at the end of this Bye-bye. Have a good day. This is the end of the the the gig. We got to win the show. That's the idea. >> Absolutely. So, right here is my favorite little handy-dandy microphone. >> What do
we do with that sucker? You talk to the members over the intercom. That's powerful. I'll talk about um our sales up here. Like say, "Hey guys, we have $12 t-shirts or $10 t-shirt. Come up here and get one." You're telling the members all the things they need to know. >> Absolutely. So, um I'm going to have you make an announcement. We'll tell you what to say. >> Wow. Yeah, it's going to be a lot of fun. >> I'm going to be anointed with the microphone. So, what you're going to say is, "Hey, from now until
7:00, all shakes are going to be a dollar off. So, come up here and get your protein." Can you say it to me real quick? >> Okay. Attention Retro members, from now until 7:00 p.m., we're going to be giving $1 off our Retro Blends. We could just say protein shakes. >> Protein shakes. They know. They know. They got it. I was just wondering if we should use the word Retro Blends, but okay. I mean, you can, um but I mean, usually I just, you know, say all of our protein shakes. I've personally wrote some of
the scripts that we use on the microphones. I just think sometimes if some of the women, they might not think a protein shake is for them. Part of me trying to dumb it is not working. I'm I'm pulling on that e-brake hard and nothing's happening. We're just cruising along at 90. And they might think like a dude wants a protein shake, but a woman might say, "Hey, a Retro Blend or a smoothie." I don't know, maybe that would sound I'm just throwing it out there. I got to contest [laughter] him. I got to contest him
here. >> have a contest with him. We're definitely going to win that. [music] Maybe Barry did his homework before he came in. I was wondering about that because I was I thought I was teaching him. You're the master already? You've got this. So, flick that up >> Okay. and pour it. Attention Retro members. From now until 7:00 p.m., there's $1 off the Retro Blend smoothie bar. That's right, $1 off. Come get your protein. Yay! That was so good. High five for that. Yeah, I I guess I should have waited to tell her all that. I
I couldn't though cuz it's not really just a protein shake. It is so much more. My gosh, you're a pro already. Why am I teaching you? This is great. I don't know if Megan's going to go home scratching her head saying, "Who the hell is this guy Barry I think he is?" Or is she just going to go home and say, "Yeah, that guy Barry had a couple of good ideas." All right, what do we got? What's next? I'm ready. >> All right, we're going to do something really cool. I'm going to teach you how
to give tours. Okay. Let's do that. All right, so we're going to try to close this deal, okay? Let's Sound good? >> Do we bring this? Huh? This doesn't come with >> leave that right there, okay? Leave that baby there even though that's Hi, how are you? How are you? Good, how are you? And what's your name? Uh Chrissy. Chrissy, um have you ever visited us before? No, we're just kind of um wanting to check it out cuz it's close. I think Megan's got a lot of energy. She's loves to talk. She's bubbly. She's outgoing.
But, I've been looking forward to seeing how she actually does it on a tour. So, first is first, we're going to start over here. Um we do have a lot of cardio equipment. Treadmills down here. And also, if you like your own personal space, which I'm like that, I usually go up to the top. We have a long line of treadmills. It's pretty cool, right? >> Yeah, yeah. And in here, you can come in here and do stretches. We also have a lot of kettle bells here. Part of the challenge with so much energy like
Megan does >> want to do a tire flipping? No. You get so caught up and want to talk to the member. If you were wanting to do like maybe a yoga class. She loves Retro so much. She just wants to keep telling people about it. The challenge is when you want someone to join our gyms. Come in here and that's enough. We need to really listen more so than we want to be talking. So, I'm glad that you came here and visited us. Are you thinking about joining with us? Um I think that we would
consider it. Um but my fiance is out of town on business. So, I would like to bring him and then we can make the decision. Okay, well that's fine. Would that be cool? Yeah. It is so difficult for me to not interject into uh the sales process when it's happening right in front of me. Yeah, let me get you guys um a business card and a flyer. I'll be right back with you, okay? >> cool. Thanks. Oh, you can close this one. This is killing me. This is killing me softly. This is killing me. This
is killing me softly. Are you thinking about joining with us? Um like I said, yeah, we would but you know, I have to wait till he gets back to make that decision really. Well, um well we hope to hear from you soon and we're happy that you you're interested in joining our gym. It is so difficult for me to not interject into uh the sales process when it's happening right in front of me that it's it's physically painful. Tell your fiance to hurry back. Okay, yeah, he can. Come back and join us. I have to
pick him up at the airport tonight, so All right. I I I think like my blood pressure probably just spikes. I start to sweat um and I got to speak. >> You know what they say, the couples that train together stay together. >> Yeah, yep. So, he lands when? He lands tonight? Tonight, yeah, 9:30. Maybe you guys could do is you come and have a morning workout together, get you both here. I think if you do that two of you guys coming together, hanging out, sharing a smoothie >> [laughter] >> what could be better? >>
Yeah. >> Right? Let's Let's make a nice appointment appointment to get them in here tomorrow. Yeah, absolutely. >> great. I mean, why wait? To be honest, I was a little frustrated when Barry spoke up. So, we could do a free workout tomorrow and then >> Yeah. Megan's all about giving away the free stuff. I feel like if Barry were to train someone for his future business, he would just cross his bossy. I can't wait to see you guys tomorrow. I'll be here. Okay. Great. It's just great to meet you. Thanks for coming. All the things
that Megan did incorrectly in my assessment today are all easily fixed. >> [music] >> The things that she does on her own naturally, we could never train. I would rather have the situation the scenario with Megan any day of the week because I know I can [music] fix all of those little minor details. They're minor They're They're minor flaws. Either you have it or you don't. You can't read a book and learn, you know, what you're doing out there. It's so crazy. It's a lot happening. These These places are busy. I know, but it can
be done. And like I Seriously, I am forever grateful that I have this job here because It's awesome. >> mean to cry. It's just It's Listen, just sitting across from someone that really loves their job that much, you have no idea how meaningful that really is. It is. Like I'm kind of had a really rough life and getting here to this point was like the best part of my life. My father like decided he didn't want anything to do with me. So, I [music] met this guy and decided to be a little rebel and after
I graduated, I told my mom, I said, "I'm leaving home and I'm living with him." And >> [music] >> he became abusive. And um I was too ashamed to call my mother for help and um >> [snorts] >> sometimes I would sneak out at night and sleep outside in downtown. And it didn't matter to me if anything were to happen to me outside. I just was tired of life and during that time I gained a lot of weight. Like I was 155 and I went to 210 lb and um I really destroyed myself. But then
I came home and my mom took me back in and I'm like forever thankful and I owe the world to her and I and and and here's the best part that like it's just it gets so good after that because I got accepted to Penn State and I was just like, "Oh my god!" I was just beside myself. And then I came here and [music] and then I lost all that weight and it was almost like a calling. I was like, "Oh my god!" And it's just the biggest blessing I've ever had. >> tell you
this. It's a great [music] story of success. You are a story of success. You are You are a story of power and and it's a win. [music] Yeah. It's awesome. You know, it's it's very easy for someone like myself to get caught up in my own world. I'm so thankful for you know, moments like we had today cuz I kind of get to step [music] outside of it and get my feet back on the ground in so many ways and not just the Retro Fitness way. I'm talking about as >> [music] >> as a human
being. I'm so proud of her and it makes me want to be part of her success. I want to help her succeed. I want to see her cross the threshold. I can tell you this from experience that good things always always [music] happen to good people and you are a very good person. >> Always. Today we're in Fair Lawn, New Jersey Retro Fitness [music] where we'll be working at the front desk. It's a busy facility so it would be my expectation that whoever's working [music] is up for the task. Hi, how are you? >> The
front desk position is really important. My hope today is to see an energetic, enthusiastic individual that really cares about all the aspects of front desk being executed on exactly how we train them. Hi, how are you? >> Hi, is Jacqueline here? That's me. That's you? Jacqueline, hi. Nice to meet you. >> Nice to meet you, too. You got your I do, yes. I am ready. Want to come over this side? >> Absolutely. All right. There's a lot of stuff to know. Okay. >> not hard. Um you want to you want to own it, manage it,
right, the gym? Yes. >> Okay, so that's even more important. Like me, I'm just a front desk. So, I just kind of sit here, say my hay, how are you, walk around, do some some of that. Right. >> You know, but most of the time I'm kind of just like this. Here. All right. Someone walked in. Hey, how you doing? Do you use that while you work? Yep. Wow. That's crazy. >> It's slow. What else am I supposed to do? I find myself over here. Like this. This. Taking pictures of myself. You can run your
gym the way you want it to run. You can have your employees not take out their phone and take selfies all day, but that's what I like to do. I don't know. I just do my thing and >> So, if someone may have a question and maybe they might not approach you because they think you're busy. You know, they don't want to interrupt your personal >> Well, that's actually never happened to me. People love to interrupt here. People um love to be obnoxious. I'm not a slave. I don't work for you. I don't know what
to do with some people. I just want to punch them in the face sometimes. Uh I think that that would be bad. >> You'll No, you'll get there. You meet her, she seems very nice, you know, these big eyes and nice girl and nice smile and you think, hey, all is right in the world. And then she opens her mouth and it's just like, you know, the bats from hell start flying out. >> Members, they're they're literally stupid. They don't know anything. They don't know how to use a machine, so they're over here looking like
doing the machine. And then they come up here and they're like, well, what does protein do? Dude, the You don't know what protein does? She certainly doesn't seem to like people very much. We are in the people business. There's just no other way to put it. When you're here, you're representing us. Okay, let's get to something important. Do you want to do smoothies? Uh yeah, I think it's great. >> They're really important. This is the menu how we make it. It's super explanatory. Like you would be literally brain dead if you can't get it. So,
if you look at that and can't understand it, then you should probably turn around and not do this. All right, so we go here, scoop. Got it. >> This is our peanut butter and chocolate. Now, we're not supposed to put more than what it says on the menu. And it says on the menu one pump. I always put two and a half. We're not supposed to, but tastes better, honestly. The juice bar is on average 15% of the annual revenue inside of the gym. It's one area of the gym that I really, really care about.
>> would go 16 go. Okay. That makes a disgusting shake, honestly. Okay. >> What I always do, one and hold juice. At some point I realized that maybe we should have renamed it Jacqueline's Juice Bar because it seems like she's got her own way of doing everything. >> Fill to the top. Right. >> Don't overflow it cuz then you'll make a mess. Put it in the sink. That's the perfect shake. >> I noticed that there was like extra in here. Like, what do you Do you guys like make samples out of that? You don't offer
it to the member at all? You just If they want it, they can take it, but if not, oh well. There is a cost associated with every ingredient that goes into that shake. So, when you're dumping that down the sink, you're just dumping money down the sink. [music] We could have sampled it, pass them out to a couple of the members that are out there. There was definitely a better use for that than to watch it go down [music] the sink. Do you want to show me how to make a shake just so I know
before I let you go? >> Sure, [snorts] if you'd like. Dirty peanut. You said a dirty peanut, right? Okay. Are we doing it the way it says? No, you're going to do it the way I told you. >> The way you told me, okay. So, we want two of these from you, right? That's not a full pump. >> a half okay. How's that? One more. One more. You got to pick up the pace, dude. Come on. Picking up the pace. Here we go. That's enough ice. Okay. I would normally hit the code, but >> Okay,
well, I'm telling you the way people like it. >> Okay. But, if you don't want to listen to me, that's all good. You don't have [music] to win something for me. >> to listen to you. I just think that maybe we would go with the code, but Go ahead, go with the code, dude. Do it up. First of all, Barry's awkward. He's condescending. He's not absorbing anything that I'm saying. You listen to me cuz I know what I'm doing. I know my How come this isn't punching? You're probably doing it on the wrong side. >>
Ah, that is the reason why. It's not rocket science, the hole puncher. You got a tough drill instructor over here today. Maybe if you listen to me, I don't know. Good luck, buddy. I'm going to need it today. I'm going to kill him. I want these ones. They're berry slim. So, berry slim, sure. Do Do you want protein in it or no? Yes, please. Yeah. You want more protein? Okay. And this goes in the 16-oz cup, I assume. It just happens to say it there. >> No, you just do a full cup. You do it
in the full cup? You don't have to go by the book with every situation in your life. The menu says medium though, doesn't it? >> Yeah, but I'm telling you this way. I'm telling you. >> then, that's why. I forgot it was Jacqueline She's Blonde. Excuse me? I don't think Barry understands that I work here every single day and I know what I'm doing. I know my I've been here for 2 years. You don't have people skills, Barry. I'm sorry. You're so condescending and rude to me. I really can't stand it. Oh, I would never
be. >> Just wait, baby. Just wait. Are you new here? Yes. You like the company? Today. Lucky me. I'm going to make you the best shake in the world right now. Just do it, because you're taking way too long. It has to be fast-paced. I want you to stop talking. Ah. I'm not being mean. I'm not being mean. Hey, you know he's he's a nice guy, Barry. You okay? Hey, you're happy. No, I'm good. She's the bad guy. Yeah, but I like you. She's pretty. He like Okay, huh? Who the hell does this girl think
she is? One member has to experience that attitude. To me, that's one too many. One pomegranate paradise. Thank you, Barry. You're very welcome. I got you. Oh, Hakim. Hey. Your payment Huh? Your payment's overdue. I know. I've got to pay it. I'm going to pay it tomorrow. No. No, you have to pay today. No, I'm not paying. Hello, no. Listen. How many times do I have to tell you? Don't with me, dude. It's very frustrating for me to listen to this happen, have other people that can hear within earshot some of [music] the things that
she's saying. No, listen to me. I have told you this For the sake of the job, I don't want to blow my cover, but the Retro Fitness CEO inside of me is really wants to fix this right now. Okay, Jacqueline, I take it all the information for one day that I'm going to I got it all down, so I'm going to head out. All right, we'll see Okay, thank you very much. >> Thank you. At this point, it's my duty as the franchisor to contact my franchisee, >> [music] >> have a conversation about Jacqueline and
her future. Zark, hey, I need you to um you got to you got to talk like try to you got to try to call me tonight if you can. Please call me. I'm not sure how that's going to go. We have some big decisions to make. There's definitely a lot [music] to digest and process over the last couple of days. Time for dinner. Dinner. Jacqueline is certainly a major liability for my company. Just thinking that she's going to be on another shift possibly and she could be working again tomorrow and the wrath of her is
going to occur to some of my members. It's really bothering the crap out of me. I know without [music] a shadow of a doubt that the owners of this facility would never want a person like that working in their club. [music] Good stuff. We have some things to figure out about Jacqueline and her future at Retro Fitness. >> Today I'm at the Retro Fitness in Yonkers where I'll be working with the general manager. I'm letting guys system is up. >> The Yonkers location is in a really dense market so it's a it's a busy club.
A lot of activity happens here. Thank you. Have a good day. After working with Jacqueline [music] I can only hope that today won't be like yesterday. So I'm looking forward to getting to work with this employee. Thank you. Hi Barry. Are you Yvette? Yes. How you doing? Hi I'm Barry Gouge. Yvette, nice to meet you. >> Nice to meet you as well. I want to I'm just going to show you around. I want to show you our cardio deck, our machines. So let's go. >> Okay. Barry was definitely a little older than what I thought
he was going to be and I was happy at the fact that he was actually fit which is not like a fat guy trying to put up a gym. This is all really nice stuff. Do you see the cleanliness of it? You know it's yeah I it's uh yeah. >> did you notice it? Yeah I you can't help but not. That's interesting. Yeah okay. We work really hard I was yeah you must pay attention really hard on that. These are my dumbbell racks. What do we do here? Let's see. They're definitely dirty. These right here
are called wipes. Isn't there a spray that you guys could buy for that? No. So now what we're going to do is we actually going to go through each one. Okay. Do the whole thing. Yvette is she's a little bit of an alpha. She has her system of cleaning the dumbbell racks. It's What? It's not perfect in my opinion. You think if you when you have your own place you're going to get like a spray to do it or I got to imagine if you have a diluted solution that you could probably add water to
which I think I've seen. >> Yeah but then you still you still have to go through it though. You still got to use your spray. >> going to spray it and what's going to happen? You got to wipe it down. Well I would wouldn't you use a rag though? Yeah. I believe there is an more efficient and less expensive way to do that and the task still get done to a very high degree. I'm going I'm going on the staff real quick. I'll be right back, okay? I will be right here. I I know you
will. Okay, you would definitely want to do this task with a rag, not with these wipes. This is not a cost-effective way to do this. What is he doing now? Still on the dumbbells. He's going to be there for a while. What do you have him doing? >> Cleaning everything how you do it. You know how you take them off and put them in the rack? Yeah. There's so much waste here with this method. Might as well. He can learn how to do everything. The biggest offender is right in that little crevice. Oh boy. Barry,
are you sweating? No way. Sweat I I only glow. Good. You see what a spray? What you would do is you would spray it and think it's done. With these, you actually spray. >> I mean spray it, take a rag, and drag. Then, take a dry rag, go behind it, shake it like that, and that residue you just got, you won't get. I'm kind of like insulted. Yeah, the wipes work, and they're just fine, and we're sanitizing this right now. That's what we're doing here [music] at Retro Fitness in Yonkers. What I want to do
is I want to go over some um phone calls with you. These phone calls that we're making, these are delinquencies. Yonkers, it's sad to say, it's a whole different demographic here. Eight people around here don't pay their cell bill on time. You can disconnect it and then put it back and a whole bunch of stuff. So, let's say that the billing company, they're calling them for a whole week four or five times, they don't pick up the phone, they erase the number, which makes it so much harder for me. So, the billing company Mhm. is
deleting a number [music] out of your your system. >> it doesn't work once or twice, if they actually delete it. That should never happen. I think we should at least keep the number in the system saying marking it, this number's been deactivated. I would imagine that could probably be fixed with a with a phone call or two from someone. >> No, we've tried. >> [music] >> I mean, we've ten times Hey, how you doing? This is Fancy. >> Hey, how are you? I'm Barry. Nice to meet you. >> meet you. Um we were just going
over everything um It's a lot. Yeah. He'll tell you we trying [music] to Say goodbye to your personal life. >> [laughter] >> Yeah, I could imagine that. Sometimes I go home, cook, and come back and downstairs. You You live in this building? Yeah, I do. So, you have like the shortest commute in the world, which is probably actually worse because not only do you not get called, they expect you to probably come on in and fix something, right? >> metro right here. Living in the building where the gym is, that's crazy. >> I came to
see if you want to sign a lease. No, I'm okay. There's probably a time when I wished that I could lived upstairs from my gym. I may may be divorced right now if that was the case, [music] but anyone who's doing something at a high level for a long time, you got you got to unplug the battery for a second and just let it recharge. [music] You from this area? Like did you grow up >> No, I'm from Miami. Oh, you really? Get out of here. How'd you wind up up here? He's from here. What
about your family? Where are they? My mom lives in Italy. >> What? Yeah. Your mom's in Italy? What's she doing there? She got deported back to Italy. Do you get to see her? I don't get to see her as often, but I need [music] to make an effort and go see her now cuz she's sick. What's the matter? She has lupus. Yeah, she's had it for a while, for like 28 years. She's a fighter though and and God willing she'll be good. >> Aw. My mother passed away when I was young. What did your mom
have? Does she have it? Melanoma, skin cancer. Yeah? Mhm. And how old were you? I was 16 when she passed away. But I got to tell you, um, I think what you're going to what you're doing now is probably harder than what I was doing because at a different level you don't get to be there and and you know. >> you know, like I don't feel like I got to enjoy my mom as much as I wanted to enjoy her. And she was telling me she can't hold on to next Christmas to see me. >>
[snorts] >> She was like, "I don't want to wait till Christmas to see you cuz I don't think I'll make it." Wow. >> [snorts] >> You got to bring it in for a huggy bear. Get in here. Come on, girl. Come on. It's going to be all right now. I I [music] definitely could feel your pain. I understand that for sure. When you have a commonality like that with another human being, it's you know, it's it's pretty deep and you and you feel for them. If you especially if you felt it, you [music] can understand
it. You don't want to see anyone go through pain when you know the pain. It's hard. Let's get back to calls. >> All right, we'll do more calls. All right, we'll do more Yeah, we got 285 people. >> [laughter] >> Coming up, how will the employees react when they find out Barry is actually the boss? I'm not [music] Barry, actually. I'm Eric Casaburi, the CEO and founder of Retro Fitness. Okay. Oh my gosh. >> [laughter] >> Got the same [music] eyes. And what will happen when he finally confronts Jacqueline? You're completely wrong about that. Beca-
No, don't like seriously, I don't >> There's no answer you could possibly say right now to me. None. That is going to be acceptable. [music] >> [music] >> All the people that I've worked with, they think they've been called here to get feedback on whether or not I deserve [music] to win my own gym. And I still don't know what I'm going to do about Jacqueline. >> [music] [music] [sighs] >> Hi. So, tell me about Barry. Barry did seem nervous from the beginning, but I felt like he warmed up a lot. >> Barry rude, condescending.
Really? Yeah. Yeah, Barry was probably nervous because Barry was afraid that maybe his wig would have moved. Now tell me you're Barry, please. I'm not Barry, actually. I'm Eric Casaburi, the CEO [music] and founder of Retro Fitness. Who was acting as Barry undercover cuz you're on Undercover Boss. Really? So, I'm going to go clean all the dumbbells. Oh my gosh. >> [laughter] >> Are you serious right now? Got the same eyes. Jacqueline. Yes, Eric. You were my biggest fear of going undercover. Why? The first thing that I took note of that was completely unacceptable was
how you treated some of our members right in front of them. How did I treat some of members? Your payment's overdue. I know. I'm going to pay it. I'm going to pay it tomorrow. No. No, you have to pay today. No, I'm just Hello, no. Listen. Don't with me, dude. First of all, you're coming at me saying that I'm disrespectful to members, which is completely false. Beca- No, don't like seriously, I don't >> There's no answer you could possibly [music] say right now to me. None. Okay. That is going to be acceptable. Okay. So, you
can sit here for 15 minutes and talk [music] about this. I won't, but okay. Don't waste both our time. Okay. Because Okay. it makes no sense >> [music] >> that you would treat someone that way. None. Okay. Some of the other things that were very noticeable to me, I asked you specifically, why are you dumping product down the drain? There was extra shake left. Nah, no, it's it's it's it's just extra. We just throw that away. That's unacceptable. That's worse than stealing in some cases, because it's money right down the drain, literally. Okay. The toughest
one I had is how you were speaking about the members. [music] Members? They're They're literally stupid. They don't know anything. The members, they treat us like crap, or they say this, or It told you a lot about me as a person, cuz you're completely wrong about that. Told me about you as an employee. I don't I don't know you as a person. >> Exactly. You don't know me as a person. Oh, okay. Well, you know what? That's unfortunate for you. You're not my employee, you're someone else's. Tell me what you think about that as an
employee of the company, representing the company, how that behavior is. I don't know what what you want me to say. Sorry? Like, I don't know what you want me to say but in that situation. All right, well, there's uh there's one other person that I I want to be part of this conversation. Hey, can you send him in? Thank you, sir. Hi, Jackie. Hi, Bob. >> have any idea who this is? Yes, I know who it is. Hi, Eric. Bob, I called you in because you're my franchisee and Jacqueline's direct boss. What I witnessed there
was nothing short of scary. In fact, I left the job early. I had to get the hell out of there. I said, I got to I got to call Bob. I can't believe there's someone on this staff that's doing this at this club. You're aware of what he told me, right? >> No, yeah, I know everything, but like you You You know the word >> No, because you know me, Bob. >> He's using language behind the behind [clears throat] the desk. >> And do you ever see that? Do you ever see me do that? No,
cuz I don't do that. >> You did it in front of the CEO of the But I didn't know it was him, obviously. I wouldn't have done that. I wouldn't have ACTED THAT WAY. I WOULDN'T That makes it worse. That you didn't know it was him, obviously. You wouldn't do it if if it was him. That club is my baby and you know that. >> I know and I I go there when I'm sick. I go there when I'm tired. I drive 72 miles to get to that club every day. Seriously, no, this needs to
be like talked about without like the CEO of the company right in front of my face staring at me. I I I would never have an employee [snorts] like that behind my counter. You know that. When I feel like I get stabbed in the back, there's a whole other Bob. So, you got stabbed in the back? I can't make it any more clear. I can't have you behind the counter like this. >> Mhm. I'm disappointed, Jack. We have to part ways. There's nothing else I could [music] do. Thank you, Jacqueline. >> I'm so pissed, honestly.
Yvette, I I thank you, man. I really do. I appreciate it. Thank you for coming in. Eric does not know what he's talking about. I'm a good person. I really am. Like, I don't know how to show it in any way more than I have. And And yeah, maybe I dropped the bomb. Sorry. God forgive me, seriously. Like, I can't even deal. >> [sighs] >> Yvette, I had such a great experience working with you. One thing I don't want to forget about that I I just remembered, the billing issue with the telephone number. >> Yes.
The billing company, they're calling them for a whole week four or five times. They don't pick up the phone. They erased the number, which makes it so much harder for me. We're going to have that fixed for you right away. Thank you. Thank you. No, thank you. You know, it was It was actually great to also get to know you on a personal level. I know so well what you're going through >> [music] >> with your mom. What I'd like to do, I would like to pay for your trip to go see Mom and spend
as much time as you need there and not have to worry about anything. [music] Just focus on her. Like, thank you. Like, I don't even know what to say. Thank you so much. >> I want to thank you. What you give every day, you give it a 100%. But, what I don't want to see is I don't want to see you get burnt out. So, what I'd like to do is I'd like to also give you $10,000 for you and your fantastic man who I met. I want you both to go on a a nice
long vacation. Thank you. Barry. >> [laughter] >> Yvette, in addition to that, what I'd like to do is I'd like to give you $30,000. >> [music] >> So, when you get home, you and your fiance can start your new life together. Thank you so much. Thank you. [music] Like, a lot of people don't know that hard work actually pays off and I hope that people seeing this and realizing this [music] like that dope. Thank you. I'm excited. I feel really good. The fact that he even gave me the money to go see my mom, that's
crazy. Thank you. I'm really happy and I'm really thankful. He definitely like changed my life. He definitely did. I got to tell you, Megan, the energy that you give off is uncoachable. >> [laughter] >> Yay! That was so good. Oh my gosh, you're a pro already. I just went through that rough time and it brought me down, but I got a job in the place that changed my life. So, like it really doesn't get any better than that. When you talked about you you >> [music] >> lost weight and you said there's you got to
see my before and afters. I want to see a picture of your before and afters. Do you have it? Yeah, I have some on my phone. >> to see them. I want to see them. Awesome. Here's one here. Wow. Yeah. Holy cow. I know. That is awesome. You know, I'd like to use those before and after pictures in some of our marketing, actually. >> [music] >> Cuz I think it is just it's inspiring, if you don't mind. Absolutely. It'd be great to see a lot of people do the same thing as me. Exactly. Well, one
of the things we talked about that really hit home for me was your personal life. What I'd like to do is I'd like to give you $15,000 for you to find a place of your own and continue to build your independence. Thank you so much. >> [laughter] >> Oh my god. We also talked about uh you going to school and I and and you're clearly excited about your career. Oh, yeah. Megan, I'd like to give you $40,000 Oh my god. >> for your school loans >> god. and leave you finished with school [music] debt free.
Oh. Oh. >> [laughter] >> You got to finish. >> I will finish, I swear. No, I'm on my way back on the dean's list again. Now that we're going to have you loan free I'd like to give you $20,000. It's just moving forward money. Oh my gosh. >> [laughter] >> This is beyond my dreams. I never thought that a year and a half ago when I was going through that that I would have this right now. And that I'd be able to live my life without any worry. Can I hug you right now, please? I
went through that rough time and I thought I would never discontinue my life. I didn't feel like living anymore and now I'm like here and I have a chance to live and be happy and start my life. Like like gosh, this is so unreal. It's been a long week. On this journey, I saw some amazing things, met [music] some amazing people. You know, I also saw some things I wasn't happy about from some individuals that I I felt >> [music] >> didn't really fit into the Retro Fitness model. I learned about the core values of
always doing your best at everything you do from my mother. And I kind of approach business like that. Perfection is something that we want to achieve, but it's an ongoing effort. So, I'm excited to go back to work and get those [music] things fixed. >> [music] [music] [music] [music] >> Hey.
