Undercover Boss is back. >> How y'all doing? >> This is 10 times harder than the boardroom.
>> 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. >> My wife, my kids, and I were all homeless.
>> Well, how many firemen you think you down? >> 15, just because of the pandemic. >> So, there's never [music] been a more important time to go undercover.
>> Coming through. >> THIS SEASON. >> WOW.
>> THE toughest challenges. >> This has got to be the worst job in the restaurant. >> It is.
>> The biggest shocks. >> I need to rethink everything [music] that we're doing. >> You broke so many rules.
>> And the most dramatic, life-changing rewards. >> I mean, that's that's the greatest thing you could ever do for me, man. >> In Undercover Boss history.
>> We question whether you are fit for this brand. >> Oh my gosh, am I going to lose my business? >> Tonight.
>> Woah, woah, woah, woah. >> The CEO of one of America's most popular [music] sweet treat brands. >> There you go.
>> Steps away from her high-profile position. >> There I am. >> To go undercover alongside her employees.
>> I'm running got a little papers here. >> She'll discover systems [music] frozen in time. >> We're using dial-up for this.
>> Dial-up? >> Do you hear me? >> I can't hear [music] you.
>> And stores in chaos. >> This situation, this has gone a little rogue. >> This is my business.
[music] I am going to do what I need to do. >> Before delivering life-changing news. >> Thank you.
>> I'm overwhelmed with joy and happiness. >> All this next [music] on Undercover Boss. >> You understand you're the boss of one shop, but I'm the boss of them all.
>> Oh my word. >> [music] >> I'm Linda Chadwick and I'm the president and CEO of Rita's Italian Ice and Frozen Custard. Rita's is an iconic brand selling Italian ices made fresh daily with real fruit and our frozen custard is really top quality.
What we say around here is eat dessert first. >> Headquartered in Philadelphia, [music] Rita's Ice is a franchise business with over 580 stores, 15,000 employees, and an annual [music] revenue of $150 million. >> So in my fast food career, I started [music] at 18 working at Burger King.
I was making sandwiches and actually went through every position within the restaurant. I progressed quickly because I love the sense of urgency. I love the pace.
A lot of my friends who said that I bleed ketchup and probably true. In my mid-40s, [music] I became a single mom. I had two kids and really had to juggle raising kids and [music] obviously my career.
It wasn't easy. It was tough. I'm in there were times that people told me that really I couldn't do that.
But when I heard I couldn't do that, that made me want to do it even more. And in 2017, I got the opportunity [music] to come to Rita's and become the president and CEO. And I'm quite proud [music] of that.
A Philadelphia firefighter, Bob Tumolo, started the company in 1984 [music] with his mom's water ice recipe. He started selling four flavors [music] of ices on his porch. It became so popular, the brand just began to grow and grow.
And in 1989, the family decided [music] to franchise. When I came in as CEO, I found that there were some challenges. We had issues in supply chain.
We had issues in marketing. And there were some franchisees that weren't happy. Rita's needs modernizing.
My vision is to include more drive-thru locations, modernizing technology, for example, new cash register system, and revolutionizing our distribution systems. I feel the only way that I'm really going to actually see the initiatives in place and see if there's issues and hear the truth is being in a disguise and going behind the scenes. >> So, are you worried about what you may uncover in the field?
>> Of course, but I want to know, >> [music] >> you know, what's really going on out there. >> Are you ready for your makeover? >> I'm ready.
My biggest dream and aspiration is to really be a household name [music] everywhere throughout the country, in every state. But that won't happen unless our franchisees [music] get on board with our new initiatives. I'm going undercover because I can see room for improvement from a corporate standpoint.
[music] And I need to make certain my plans are being properly implemented on the front line. >> Here I am. >> [laughter] >> OH MY GOODNESS GRACIOUS.
I LOVE THOSE GLASSES, HUH? >> SO, my persona is Marcy Morgan from Massachusetts, [music] and I'm a retired teacher. >> Definitely a art teacher.
You want this, Lily? You want to borrow it? >> No, I'm good.
Thank you. >> [laughter] >> No, I'm good. >> Our franchisees and employees will think they're on a documentary with the woman who's looking to start over in a new career.
>> Bye. >> Bye. >> My goal is to help franchisees become more profitable and help our [music] business grow.
>> Go on the block. >> We put a lot of new initiatives in place. I want to see how they're working.
I mean, really see how they're working. [music] Today, I'm going to be working in Toms River, New Jersey with Hezron. Hezron is a fairly new franchisee, but the shop itself has been here for 19 years.
It's important that all of our shops, [music] even the traditional ones, keep up and modernize with our new ideas. So, I can't wait to work with Hezron and see how [music] he's doing in his new business. >> Hi.
>> Hi. >> I'm Hezron. >> Hi Hezron.
I'm Marci. Nice to meet you. >> So, I have your stuff here.
Um the bathroom is in the back if you want to try them on. >> Thank you. My first impression was that the shop had a lot of nice curb appeal.
I noticed his new awning, which was nice, and the freshness of the shop was lovely. Are you ready? >> So, okay.
You're ready? I'm going to teach you how to use the register. Everything is basically here.
You got your ices, you have your sundaes, you have your cones. Let's say someone orders a small gelato. Just press that button and it tells you the total with the tax.
>> I was surprised that the cash register stickers are blurred. They're old, they're faded, they're handwritten. I think we have a guest.
>> Hi. >> Hi. How are you?
>> Good. How are you? >> Good.
Thank you. What can I get you today? >> Could I get a small swirl custard?
>> You got it. >> Well, that looks beautiful, but >> a lid to go? >> [music] >> I can't see the buttons.
They're very blurry. >> I see the buttons on the register from like a mile away. It's going to be this button right there.
But actually, they're hard to read if you're not used to them. >> There you go. Thank [music] you very much.
Have a great day. >> you as well. >> Our register is old.
>> Mhm. >> This is probably older than me. >> Ooh.
>> But yeah, it's it's it's when I took over it's this is the register we've been using. But it's still working. >> I was surprised that Hezron was working on the old cash register.
>> So you open the register. >> [music] >> I've invested in a lot of new technology including a digital cash register system that runs off a tablet. It's a shame that [music] as a franchise owner, Hezron has chosen not to update his old machine.
>> [music] >> Lemon, okay? Which size would you like? The large?
Small? Pina Colada Jell-O. >> [music] >> I think it's this one.
>> That's the one. >> Thank you. >> All right, goodbye.
>> A big [music] spoon? >> A long spoon. >> $3.
71 on a credit card. Okay. >> If they're paying with a credit card, swipe the card and it's going to ask for how much the charge is.
>> Oh, it's dialing, transmitting, receiving. Geez, it's taking some time. Mhm.
>> It's it should go through. >> When I took a credit card order, it was [music] so slow. Quite honestly, it was it was driving me crazy.
>> Okay, here we go. >> [music] >> Thank you. >> Have a great day.
>> Have a good day. >> All right, bye-bye. >> Thank you.
Why is it so slow? >> We're using dial-up for this. So it takes longer to process.
>> Dial-up? >> I know, it's it's it's old school. >> Yeah.
I was shocked to find that the credit card [music] is a dial-up. >> Using this takes really takes forever. >> We've got customers waiting to be served while Hezron and his team are stuck processing each payment.
So right now it says line busy and [music] I'm not sure why. >> Uh-oh. >> So, that means the people behind him we can't take yet.
>> Yeah, sometimes we'll [music] have lines like all the way to, you know, like the back of the parking lot or they'll be along the side. >> I'm very disappointed in the situation. [music] So, that happens a lot during the day?
>> Yeah. >> It creates a bad experience for our guests and we're losing customers. It's a disaster.
>> [music] >> So, right now it says line busy and I'm not sure why. >> It's my first day undercover and I'm working with Hezron and his team. >> One is just slow and then two it gets interrupted.
>> His outdated cash register system is making every payment unacceptably slow. >> So, I have to purchase a new register, but it's really pricey around $1,500. Uh but at the beginning of the season, I replaced my tiles.
>> Mhm. >> It was roughly around $5,000 and then the awning was $7,700. When you open a franchise, you always have to pay for those yourself.
[music] You get no help from corporate. >> Okay. >> So, I had to put the register on hold.
>> Yeah. >> Right now I'm not really [music] thinking about it yet. I'm going to think about it when I make some money.
>> [music] >> I'm really proud of Hezron and what he's done with this shop here and I understand that maintenance and upgrades are expensive. But the new cash register system is fast and I really believe his speed of service for his guests would be so much faster and guest satisfaction would be greater. >> All right, we have to go to an event.
>> Oh, we're going to an event? >> hockey game. >> Okay.
>> We're selling ices. Let's do it. >> Let's do it.
>> Do you want to grab one? I'll grab the other. >> Absolutely.
>> All right, cool. So, we're going to take the cart. There you go.
You can push and then I'm going to pull going up. >> Sure. >> All right.
>> We're lined up. >> Okay, here we go. Okay, ready?
One, two, three. >> It's hard work pushing the cart going up the ramp to get to the truck. One, two, three.
Go. Oh, oh, oh, oh, oh, oh. Imagine doing it by yourself.
Almost there. Wow, good job, Marci. >> [music] >> Got it.
Tell me something [music] about yourself. >> Well, I'm a retired school teacher and it's time to look for something else. >> If you want to be a Rita's owner, you have to get down and dirty.
>> But it's great being out in the community and people are excited. >> Doing events is really important for me. You know, it's one way of getting our name out there.
>> Mhm. >> But um I could do events like this where it's going to be like two to three hours, but like longer events I won't be able to do it. >> Okay.
[music] >> Because the cart we have is like an old cart. It doesn't have the ice pack on the side that keeps it cooler for longer hours. >> [music] >> So, you can have the ices two to three hours max.
If not, [music] they're going to start melting. >> Yeah. Yeah, I get it.
>> Can I have a mango, please? >> Sure. >> Hesron is showing [music] great initiative getting out into the community to grow his business, but he's limited by having an old cart.
[music] >> There you go. Thank you very much. >> He only can use it for about a two-hour period, which makes it really challenging for [music] his business.
You like it. So, thanks for mentoring me today. I really appreciate [music] it as I'm really trying to consider this opportunity.
Like why why did you choose Rita's? >> It started when I >> [music] >> when we first came here back in 2006. >> Where'd you come from?
>> Uh, Philippines. >> Wow. >> Obviously coming from the Philippines to America is a transition.
>> That must have been really hard. >> Yeah, and I have a friend who owns a Readers. >> Did you work in that Readers?
>> yep. But after like a decade, I wanted to own my own Readers, >> [music] >> and it worked out fine. >> Through your hard work.
I mean, I can see it. >> It's 7 days a week. I'm there from morning till night, but it's a lot of fun.
It's a blessing. >> Earlier today, I did see some things that I was concerned about in Hesrun's shop. >> Do you mind if I give you a hug?
Thank you. He's spent his money on his flooring and his awning, and it is important to keep the image up. But from what I can see today, Hesrun's shop [music] really needs some modernizing.
And I really want to help him. >> [music] [music] >> In terms of sales, over half of our top 10 locations have drive-thrus, and it's a very important growth initiative for Readers. Today I'm on my way to meet Stephanie, a franchise owner in Holland, Michigan.
>> [music] >> Stephanie recently put in a drive-thru at her location. There is a definite blueprint in making our drive-thru successful, and I want to make sure that we've got every detail [music] right so we can win at this endeavor. Wow, there's a little baby and a toddler on the floor.
Interesting. When I looked in the window, I found that there was a baby and a toddler, >> [music] >> and I was really surprised. Actually, I was kind of shocked.
Hi. Hi, I'm Marcy. >> Hi, I'm Stephanie.
It's nice to meet you. >> to meet you. Hi.
What's your name? >> This is Gus. >> Hi Gus.
>> this is Penelope down here. >> Penelope, hi. going >> be working with us today.
>> [laughter] >> So Stephanie's bringing her children to work, which I really don't have a problem with as long as they don't disrupt the customers or the running of the shop. >> [music] >> Ready to get to work? >> I'm ready to get to work.
>> All right, let's go. This is my mom Carol. >> Hi Carol, I'm Marcy.
Nice to meet you. >> can't wait to get started. >> Yep, you can go ahead and help grandma.
You ready to make some ice? >> I am. >> All right, let's do it.
[music] Okay, so the first flavor we're going to make today is blueberry. So these are all of our Italian [music] ice mixes right here. We'll grab our blueberry mix here, then we're going to give it a really good shake.
Dump it right in. Beautiful. Here are blueberries.
These are going to go into [music] our blender. >> Okay. >> Excellent.
>> Woo, look at that. >> Ooh, look how pretty it is. Perfect.
>> My children are old, so older. So how do you juggle having two small ones in your business? >> Thankfully I have a lot of help from family.
My mom is here quite [music] a bit. What works for me is to have my kids at the store with me from time to time, and that's why I bring my mom and she helps with child [music] care. The reasoning that I still bring the babies, I'm not ready to let go of her yet.
She's only 5 months old and I just >> [music] >> I'm not ready for it. So I don't want to send her off to somebody else's house. I'll miss her.
Part of the thing that we have done that has worked out best for myself is to kind of limit our hours here. Rita's would like us to be open from 12, but we don't open until 2. Um, mostly because [music] that was something that I dictated that works best for my family.
>> Our standard operating hours, we open [music] at 12 p. m. It's for the consistency of the brand.
This shop opens at 2 p. m. And that's not good for our business.
How did you do that? Who did you talk to? >> We talked to our franchise business consultant about [music] it and we kind of we basically notified him and said, "Hey, this is what we need to do right now.
" And so being that this is my business, I am going to do what I need to do what's best for my family regardless in the end what Rita's corporate may or may not want us to do. >> [music] >> So, today we're going to get you trained and work in our drive-thru. Sure.
We just opened [music] our drive-thru last night, so today's the first full day open, and I am going to give you one of our headsets here. [music] >> Okay. >> So, we've got our menu board right over here.
>> Uh-huh. And so, cars come in >> Yep. >> this way.
>> Yep. >> So, how do they know to come in this area? Is there signage?
>> There is not any signage yet. I imagine the city will probably require something at some point, but right now we passed all of our city inspections, so I'm not sure if we're going to be putting any additional signage up. >> Then, how do they know where to stop over here?
You going to have something that says pick up here? >> Uh no, we just tell them to pull up to the window. >> Okay.
>> Honestly, I'm not really sure what signage that we would need to put out. >> I'm very concerned on a safety level. She may have received the permit from the city, but really she doesn't have the signage in place.
>> [music] >> And I'm worried safety-wise that a guest might not go the right way. So, when you wanted to put in your drive-thru, did anybody from headquarters help you with that? Like set up the how what you need to do?
>> No. >> Did you ask them? >> We did not um ask them actually.
>> Okay. Why? I'm just curious.
>> I don't know. >> Why not? I want I want a drive-thru at my location, and I think that there's resources and folks that have done this for a lot of different shops.
So, >> Yeah, the reason is just Yeah. Very curious. >> No, the reason we didn't is because [music] um a drive-thru at Rita's is actually pretty much um it's an anomaly.
>> Well, I I I I talked to the folks and they said [music] that there's a lot of drive-thrus. >> coming in now? Cuz when we started, there weren't a few years ago.
>> [music] >> She has implemented a drive-thru, which is a very important initiative to us at Rita's. She hasn't used any resources that we offer. Oops, somebody's here.
And I'm [music] taking the order. Are you hearing them, too? >> Yes, I will on the other set.
>> Hi, welcome Rita's. May I take your order? >> [music] >> Hello, can you hear us?
>> [music] >> Can you hear me? >> Yes, I can. I can hear you, sir.
Can you hear us? >> Yeah, I No, I can't. Okay.
>> I was excited this morning to come here and really see the drive-thru in action. >> [music] >> The headsets aren't right. And it's not ready for operation.
Sir, would you mind coming up to the window and I'll take your order face-to-face? I can't hear [music] you. >> I was absolutely having difficulty hearing people.
When we had been testing it out, it seemed >> [music] >> to work just fine. So, I don't know if it was because we're all stressed out today cuz there's a lot going on. This is not working out as great as I would like it to.
>> It's getting pretty chaotic in there. >> Hi, 529 today. >> Walking from the counter to the drive-thru window is far from ideal.
>> Thank you. >> The children running back and forth, that's a very big safety concern for me. What what flavor?
Hello? Hello, is that with vanilla, chocolate, or twist custard? Clearly, Stephanie is not ready for customers.
>> Nice job handling the chaos at the drive-thru. >> And honestly, who would want to come back? >> Is the drive-thru new?
>> It is new. I'm really more than disappointed. I'm I'm quite angry.
I [music] need to break cover right now and shut down this drive-thru. Can I have a word with you? >> Yes.
>> Hello, can you hear us? >> I'm undercover [music] at one of our newest drive-throughs with franchise owner Stephanie. >> Nice job handling the chaos of the drive-through.
>> But things are out of control. Can I have a word with you? >> Yeah, of course.
>> Okay, let's go let's go out here. We want to help our franchisees, but this situation, this has gone a little rogue. >> [music] >> And Stephanie and I need to have a conversation.
The drive-through operation needs to be shut down. So, Stephanie >> Yes. >> Um I wanted to talk to you a little bit because I wanted to share with you >> Okay.
>> I'm really not Marcy Morgan. I'm Linda Chadwick, CEO of Rita's. >> So, you're not.
>> And you're on Undercover Boss. >> Okay. >> [music] >> The reason why I'm I'm breaking cover, um I saw a few things today that are really concerning.
[music] Um we have to shut down the drive-thru. It's just not safe for our guests. From a signage standpoint, we have to make [music] sure that our guests know exactly how to get through drive-thru and how to exit drive-thru.
It's it's critical. And the other thing is the headset issues that we experienced today. That's not [music] that's not right.
The other issue is I think your children are lovely. Um and I was a single parent for a long time. I know how hard it is.
>> Yep. >> I'm really worried about the kids sacking forts in the dining room. >> Yeah, today was definitely a a bit of a wild day.
>> [music] >> Yeah. >> Not sure how I feel right now. >> [music] >> Not sure if I'm annoyed or like >> [laughter] >> shocked or what I am at the moment.
I feel like it needs to like sink in [music] for a hot second. Um Yeah, I don't know. I'm not I don't know how to feel right now.
>> I'm going back to headquarters and I'll be in [music] touch. >> Okay. >> Thanks.
>> Mhm. >> I really didn't expect the day to go like this. I really came here to see [music] a drive-thru in action, but that's not what happened.
I need to go go [music] to headquarters, speak with the team, because clearly Stephanie has gone rogue, and [music] that's unacceptable. >> [music] [music] >> I'm here today in Orlando, because Florida is one of the states that we are focused on in expanding locations. But my biggest challenge is recruitment.
So, [music] I'm always on the lookout for new ways to hire great people. And I've been told that the shop I'm visiting [music] today has some very interesting ideas about recruiting treat team members. >> [music] >> And I'm really excited to work with franchise owner Andrew, so I can discover more.
>> [music] >> Hi. >> Hi. >> Marcy?
>> Yes, I am. >> Hi. >> Are you ready for your first day on the job?
>> I'm very excited. >> I have a uniform for you. >> Thank you.
>> [music] >> And then there's two bathrooms at the end of the hall. Come right around back. The first thing we're going to work on is we're going to do an inventory.
>> Okay. >> What I do, I start with my cup stack here. It [music] looks like I have 1 2 3 4 5 sleeves of quarts.
So, seven small gelato lids. Do you want to try doing the small ice lids? 10 12 14.
We're going to count by bottle. So, the first flavor that we're going to have up here is going to be banana. >> We have two of these.
>> That one is actually [music] used for banana split. >> That sounds really good. >> banana split's really good.
A lot of work, but totally worth it. >> That sounds awesome. >> Um so, then we're on to the next shelf down.
So, if you want to finish this up, I'm going to work on counting my custard real quick. >> I got it covered here. >> Okay, excellent.
>> [music] >> Andrew trained me on taking inventory, but I did find it a little odd that he was giving me post-it notes to write down what was on hand in the shop. I'm running out of little papers here, and quite [music] honestly, it's quite frustrating. Oh, for God's sake.
I thought we had a well-established inventory system. I don't know what's going on here, but I intend to find out. >> [music] >> I'm undercover in Orlando trying to do an inventory with franchise owner Andrew.
I'm running out of little papers here. But, frankly, [music] it's a mess. Do you have a sheet or something that has everything printed and you can check off?
>> be a sheet that was available. Um it it's a little out of date, unfortunately, which is why I typically don't use it. >> Okay.
>> If you want to give me just a second, pop in here. >> Certainly. >> So, for example, these ones are essentially discontinued at the moment.
Uh same with these two here. Um the coffee was discontinued for now. >> The inventory checklist is out of date.
>> [music] >> It's not useful for him, and I understand why Andrew felt that he had to create his own [music] ordering system. Because what he's getting from us isn't enough. >> Um so, then this is the website for the ordering.
Now, this, unfortunately, could also be better organized. >> Okay. [music] >> Some of the things are just not where they should fit with the rest of the items.
>> Okay. >> So, like for example, we have cones and brownies up here, but then directly underneath it, custard mix. This stuff got moved down to with the toppings, it would make more sense.
>> I can see that there are flaws in the ordering [music] system. That particular lineup of all the inventory items is quite confusing. >> So, this is the lids.
You want to find the cup that matches this one. It should be somewhere in there. >> [music] >> So, as you can see, like I said, it's kind of hard to navigate.
>> I need to take responsibility and go speak to my team so that we can have a more effective system in place so that Andrew can use the method and not use a lot of post-it notes. >> [music] >> Now, something we do here that's a little unique, we have an initiative that we hire people with all sorts of different abilities, [music] any kind of disability that make it more difficult for them to find work. >> Hi guys, how we doing?
>> These people are just as capable of doing the job as you and I are. >> Yeah, absolutely. >> They're fantastic, they work [music] hard, and they really want to be here.
>> Please come again. All right. >> I'm going to introduce you to the person who's going to be training you, who is autistic.
>> Pastish? Yes. >> Meet Marcy.
>> Hi Marcy, how are you? >> Hi Pastish, nice to meet you. >> Nice to meet you as well.
>> So Pastish, you're just going to show her how to do everything just to give her an idea of what to do. >> All righty, so first thing we are going to do is I want to show you the cash register. Hi, how are you today?
Good. We have a kids ice, so you press Italian ice, and then right here you're going to hit kids ice. So your total today is only going to be $3.
50. [music] All right, you have a wonderful day. >> Thank you, same to you.
>> And then you hit done. >> [music] >> How long have you been doing this? >> I have worked here for about a year and a half that I am autistic, and my employers are actually letting me do all the task without any assistance.
>> Did you want a small or a large? >> We all have abilities. A large?
All right. >> So I think it is so important to [music] recognize those who are autistic or have any other disabilities, and I think [music] employers need to see that. I think working at Rita's [music] has given me a lot of benefit to become an independent individual.
>> Pastich taught me about [music] the register system today. She also brought me over to make all the products. >> All right.
Yes. Woo. >> Not so pretty as yours.
>> She was right on point and she is just a dynamite individual. >> I used to be an art teacher, so I love it when children draw. >> I have been drawing since I was probably five, seven.
>> What do you like to draw? >> I do draw a lot of um characters relating to a children story book. >> No way.
You're working on a children's story book? >> I am. They're so beautiful.
It just comes straight from the heart and I do this because when I draw, I think about the people that I'm doing this for because there's a lot of autistic people, a lot of disabled people that are still struggling. >> So. >> I just started [music] a conversation with her about art and next thing you know, she was sharing with me her wonderful work.
>> It symbolizes those who have came to acceptance [music] that they're autistic and those who haven't. With my book and with my illustrations, [music] I'm definitely hoping to make an impact on society. >> I thank you so much for training [music] me and giving me all your knowledge and I hope to see you soon.
>> I hope to see you soon, too. >> Today to [music] meet Pastich and learn more about her story, it's very inspiring. >> Woo.
Long day. >> Yeah. >> Thank you.
It was really great to get an opportunity to work with you in your shop. I love your initiative, what you're doing here. It's really amazing.
>> Part of the reason I was so on board with the disability uh inclusion that we do here, my fiance Chip, who is autistic, is also my business partner in this venture. Uh Chip and I are actually supposed to be getting married in September, so not too long, but it's really his idea that we started [music] the whole hiring initiative that we have from his personal experience. So >> Right.
>> he wants to inspire, [music] you know, and help people become better than they are. >> That's awesome. >> And it's just, [music] you know, my way of kind of Sorry.
>> No, don't be sorry. >> Just trying to help and give back. >> Yeah, I can [music] see that.
I can see that in your shop and how how you treat everybody very special. >> That's what we try to do, treat everybody the way that they deserve to be treated. >> Mhm.
Yeah. >> Sorry. >> Going undercover here today was such a great opportunity to see firsthand [music] a fantastic disability initiative.
And I need to thank how I can encourage other franchise owners to be as inclusive as >> [music] >> Andrew in their hiring practices. The biggest reward today was really meeting team members like Pestige [music] who have overcome personal struggles and challenges in her life to really be a thriving Treat team member has made me very proud to be the CEO of Rita's. Okay.
[snorts] I thoroughly enjoyed being undercover. This has been an amazing opportunity [music] for me to be boots on the ground in the shops doing the jobs, and this is something that I can take back and learn from. >> [music] >> I'm ready to go back to headquarters and start having conversations with my team so we can really improve our business [music] and help our franchisees grow.
Today, the employees I met are returning for one final day of filming. >> A little bit nervous. >> I'm hoping it's going to be that I'm just going to get yelled at for certain things because, [music] you know, this is my livelihood.
>> Hasron and Andrew think they're giving feedback on their time with Marcy in the fake documentary. >> Do you know who you're supposed to be meeting with today? >> I assume the company, maybe Marcy.
I'm not really sure. >> [music] >> Do you recognize me? >> Um Marcy?
>> Well, my name is not Marcy. I'm Linda Chadwick. And I'm the president and CEO of Rita's Italian Ice.
>> [laughter] [panting and sighs] >> Oh my god. >> You're an Undercover Boss. >> [laughter] >> I didn't expect that.
Can I just throw up for a second? >> [laughter] >> Coming up, it's [music] decision time on Stephanie. >> You like to do things your way, but we can't have [music] rogue behavior.
>> Oh my word. >> And the boss reveals life-changing news. >> I'M SHAKING.
THIS IS WHAT I'VE always wanted. >> Hessrun, I had a great time working in your shop, so thank you. >> It was my pleasure.
>> But I really [music] struggled with your cash register system. >> Mhm. >> And the dial-up for the credit card, that's a disaster.
>> The goal was to >> [music] >> get a new one, but it's not cheap. >> And I appreciate that. So, I'm going [music] to give you $5,000 to upgrade your cash register and your internet.
[music] >> I'm grateful. Thank you. >> You're welcome.
So, can we talk a little bit about the event that we did and the cart? >> Yep. >> You can't keep the ice as cold, so it's time to retire that cart.
>> [laughter] >> Yes. >> Yeah. >> I'm going to award you a new prototype trailer.
It has a $60,000 [music] value. >> Oh, wow. >> This is a picture of our new prototype.
How's that look to you? >> That's beautiful. That's gorgeous.
>> It is all [music] equipped with a generator so that you can effectively do the events. >> I >> Will that help? >> [music] >> It's It's a tremendous help.
Thank you so much, Marcy. I appreciate it. >> Marcy, you called me Marcy.
>> Linda. >> [laughter] >> So, also, you work very very very hard. You're there all day into the evening, and you're there 7 [music] days a week.
>> Mhm. >> So, I want to give you something back for all your hard work and loyalty. I'm going to award you $10,000 so that you and your [music] family can take a well-deserved vacation.
>> [laughter] >> You know, I I'm [music] not like I'm not a showy person. I I'm not like an emotional person. So, like right now, I just don't know how to react.
[music] You just I I I'm trying to hold it in. Thank you. Can I give you a hug?
>> Absolutely. >> Thank you so much. Thank you.
Thank you. Thank you. It's amazing.
It's amazing. Um my knees are shaking. I'm on cloud nine.
I'm like so happy. You're doing something that you love, that you enjoy, and getting rewarded for that is like >> [music] >> it's priceless. >> Stephanie, >> Mhm.
>> I went undercover to really learn what was going on in our company, >> Mhm. >> but I really didn't expect to shut down [music] a drive-thru. >> Okay.
>> The issues really are that it's a hazard for the guests. We don't have [music] entrance and exit signs. Headsets are not proper, and [music] you're only open limited hours.
>> Yeah, I would say that would be a fair representation. >> So, I believe [music] that there was brand damage done. Drve-thru is a very important initiative for me, and I feel [music] that you didn't utilize the resources that were available.
>> Really? I don't think we >> [music] >> completely went off um on our own, really. >> Well, when I was Marci, I asked you [music] if you used any of the resources or worked with corporate, and you actually [music] said no.
>> Okay. >> You like to do things your way, but in a brand, [music] we can't have rogue behavior. >> I understand.
>> But, I totally get the drive-thru is new, and you are in a learning phase. So, I want to help you. >> [music] >> I want to help you to be able to reopen the drive-thru.
I want to give [music] you $25,000 to fix everything before you open again. >> Oh my word. That would be incredible.
But, my life is under this store, [music] so I'm I do really appreciate the help. I really do. Thank you.
>> My pleasure. So, I want to talk to you about raising a family and juggling a career. As a business owner and a mom, >> Mhm.
>> uh >> [music] >> it's hard. >> It's very hard. >> I know it's hard.
>> Yeah. >> I've done it. >> Yep.
>> But, I want to see your business thrive. I really do. >> Me too.
>> [music] >> I desperately want that as well. >> So, let me help you. If you're willing, I will personally mentor you.
>> Thank you. >> I'll give you my personal cell phone number, and I'm available to you to talk [music] about anything. >> That would be amazing.
>> Business, >> Mhm. >> family, >> Oh. Thank you.
>> Working together, we can do this. >> [music] >> But you can't go rogue. >> I promise [laughter] I will not in the future.
Yeah. It's [music] really appreciated. It really is.
Am I going to lose my franchise? Like, that's what I was thinking about. I didn't expect like [music] to really get this much help.
I put my whole life into this store, so that means a lot to me. >> Hello, Andrew. The day [music] that I spent in your shop was very special.
But the first job was inventory [music] processing. >> Mhm. >> You gave me all these post-it notes.
>> Yeah. >> [laughter] >> What's that all about? [music] >> So, there's not a thorough list that I can go off of, and the website we use, everything's just jumbled.
>> I know that that's a challenge. So, over the next couple of years, Rita's is going to invest over a half a million dollars in improving our technology, [music] websites, ordering systems, inventory. We're going to upgrade it all.
>> I think that's a brilliant idea. >> [laughter] >> That would make me really happy. >> So, the diversity initiative that you and Chip, your partner and fiance, have implemented is truly inspiring.
You provide opportunities for folks who have disability. >> Let me tell you, I have people pounding down the doors trying to get a job at my shop because they've been discriminated against somewhere else. You know, people like Pastich.
What a wonderful person. >> I thoroughly enjoyed working with her. Do you think we could call her?
I really want to get a chance to talk to her again. >> Hey. Here we go.
>> Let me hold. >> Here. >> Pastich?
Hi. Do you recognize me? >> Marsha?
>> My real name is Linda, and I'm the CEO of Rita's Italian Ice. >> [laughter] >> You inspired me so much. I would really like to invite you to come to our headquarters and talk to our team to create a diversity initiative for readers.
>> That sounds perfect. Wow. >> I'm going to of course pay you for your time.
How does $15,000 SOUND? THE OTHER THING IS WE WANT TO GIVE you $5,000 to help you publish your book. >> [laughter] >> I'M SHAKING AND I WANT TO cry and cheer with joy right now cuz this is all This is what I've always wanted.
Thank you so much. >> No, thank you. Bye-bye.
>> Bye. >> That was really awesome. It means a lot that as a brand we're taking on trying to expand [music] the project that Chip and myself have started.
>> I also know you both were working together to [music] have a wedding and a honeymoon. I want to help you and Chip. I'm going to give you $15,000 to put towards your wedding and honeymoon fund so that you can have the wedding and honeymoon you deserve.
>> [music] >> Thank you. >> You're welcome. >> [snorts] >> That was completely unexpected.
I'm overwhelmed with joy and happiness. This means a lot and I appreciate it. >> [music] >> My experience being Undercover, for me personally, has made me a stronger [music] leader and a better CEO.
I'm much more aware of what the issues are. There's a big disconnect [music] between our headquarters team and the franchisees. I've listened to the franchisees concerns, and I'm going to go back [music] and make sure they're fixed.
Because it's only by working together that we're going to fully modernize this company [music] and succeed in making it a household name across the United States.
