This week on Undercover Boss. The CTO of Popeyes Louisiana Kitchen, the world's second largest fried chicken restaurant chain, poses as a fine dining employee swapping jobs with a fast food worker. >> I'm Pam. Oh, it's nice to meet you, Pam. You're new in your training? Baby, you got to hustle. Oh, I'm losing it. By working on the front lines. You come back here. I need dipping. I need dipping. >> She'll see what's really being [music] served up in her restaurants. >> taco bread. You like taco bread? And when she's faced with the truth, They don't
do that no more. Oh, yeah. Oh, god, it stinks. >> How will she react? >> [laughter] >> Find out next on Undercover Boss. Founded in New Orleans, Popeyes Louisiana Kitchen serves more than 200 million pounds of chicken in more than 2,000 locations worldwide, creating more than 2 billion dollars in annual revenue. Hi, welcome to Popeyes. Will you be dining >> in? Overseeing the 40,000 employees that keep this business cooking >> [music] >> is one woman. I'm Lindsey the Chief Talent Officer at Popeyes Louisiana Kitchen. I was born in Rhode Island and that's where I grew
up. I come from a big Italian family. I was youngest of five children, [music] very much a working class family and I always felt quite loved and protected. I have one daughter. She's [music] 15 years old. People like to say she's a mini me. I don't know if that's good for her, bad for her, I'm not sure. >> Hey, how are you feeling? Oh, is that so pretty? Don't even talk. That doesn't sound much better. Hey, I brought home um some dinner and some soup for you. Okay. She's my number one priority, [music] but it's
hard sometimes. John's fed, so now what? Being a working parent is a [music] juggling act. I've been divorced for 11 years. It feels good. I'm going to throw up. Thanks for my soup. What? I've been really fortunate cuz I've worked for companies [music] who have been very supportive of me making being a mother a priority. I've been with Popeyes [music] Louisiana Kitchen almost 5 months now. As Chief Talent Officer, I'm responsible for working with our team to make sure that our crew members feel [music] like they have the tools they need, they have the training
they need in order to deliver the very best >> [music] >> experience to our customers. Oh, thanks. I have a big part to play in making sure we create the right environment so people would want to join a company and would want to stay. Popeyes Louisiana Kitchen [music] is a quick service restaurant. >> more than 2,000 restaurants, we're in 44 states, and in 26 countries. Popeyes was established almost 40 years ago in Louisiana by a man named Al [music] Copeland. A really charismatic, family-oriented guy, loved the food of New Orleans, and so we're just very
connected to [music] the environment there. When you think of this brand, you can't help but think about New Orleans. Hurricane Katrina was devastating to the whole area. I mean, people lost their homes, people lost their jobs. So many of our employees were impacted. We had to make [music] sure we could step in to help them in some big or small ways. We had employees who were displaced for a long [music] time, but yet came back to work with us again after they could come back to the city. Knowing that is a really [music] good indicator
that we're doing some things right. Hey Cheryl, still [music] good time? Yes, come on in. Cheryl Bachelder is the CEO of Popeyes, and she's been here for 4 years. I'm in the restaurant so often, [music] everybody knows me. >> That's true. That's true. When I come, they plant flowers, they wax the floors, and I just don't get any sense of reality, [music] and I really want to know the truth. Since I'm so new to the organization, I'm [music] a perfect candidate to go undercover because quite frankly, not that many people know me. >> And I
want you to go there knowing that you have complete authority to step into situations [music] and make them better. We are in this fight together. If I see something that's a concern, we'll make a change. [music] I just feel really lucky to have this opportunity. I mean, as much as it's a little bit scary, that's just really exciting. It's a heavy burden. I feel the weight of that pressure on my shoulders, and I don't want to blow it. Well, I can't wait to see you make mashed potatoes. >> [laughter] [music] >> All right, so I'll
be back in a little more than a week. Okay. Let's be really clear. I'm not going undercover to help us figure [music] out how to be more efficient or where we can reduce costs. I'm going in to have a great look at our long-term investment, which is our [music] people. Gosh, I haven't seen you in so long time. I'm going to miss you. Be good. Okay. Make sure you do your homework. [music] All right. Promise? I promise. >> All right. Thank you for your service. It's a really simple equation. If you have happy team members,
they deliver [music] a great experience to your guests, and those guests keep coming back, and that equals profits. While undercover, I'll be going by Pam Hawkins, a shift supervisor at a fine dining restaurant in Jacksonville, Florida. The front-line employees will be told that this is a reality show called Job Swap, that gives people a chance to [music] swap jobs for a day. What do you think of your new look, Pam? You like it? >> Yeah, I do. I'm in New Orleans, Louisiana, the birthplace of our brand. Today, I'm going to be working in the back
of the restaurant, helping [music] to prep and prepare food for the day. It's a big responsibility because I'm really trying to gather as much information as I can for the whole leadership team. Hey, good morning. I'm Pam. I'm looking for Aaron. Yeah, I'm Aaron. Hi. Pam, I'm here for you. It's important that you go out there and you take off the rose-colored glasses, and you really see things as they are. Hey, you Aaron? Oh, hey. How you doing? Hey, I'm Pam. Hey, I'm Aaron. Nice to meet you. >> Basically, we'll be showing you how to
do the prep and the fry station. Between 9:30 and 9:45 is when your chicken should be in the grease. >> For the opening? For the opening, for 10:00. I'll show you how to do the first one exactly. Okay. Get four legs, four thighs, four breasts, four wings. All right. Put them in the basket. Put them in the batter. And you said four thighs, that's right? Right. One, two, three, four. One, two, three. Okay, got it. You pick it up. Okay. Let it drain. Okay. Put it over here. Okay. Now, you're going to flip it around
like you're at home. Oh, that's right. >> baby, get a little rough with it. Yeah, yeah. Then you take them and you pat them like that. Oh, hit. Hit. Put them in there. Put them in there? Yeah, put them in there. Okay. Pam is not used to getting her hands dirty at all. I'm like, "No, no, no, no. Don't flip, tumble. If you got to waste flour all over the floor, just get it done." All you got to do is get that speed with it and we good. Speed, that's the problem. You still got to
do chicken strips. Okay. >> got to do spicy chicken. Okay. Need all this coming up. Okay. To be honest with you, I don't think she never even probably worked in a fast food chain before. I don't think she ever worked for a fast food chain. Wendy's, Rally's, nobody. The chicken strips go exactly like the chicken strip. You flour, batter, flour. Remember that? Flour, batter, flour. So, you flour them twice? Yeah. Got it? Okay. Flour, batter, flour. >> for the strips. Hey Aaron, does it go in that same batter? Yeah, yeah, yeah, yeah, yeah. So, I
flour them first. >> Right. Then put them back in >> I put them in there? Yeah. You can do the same thing for the spicy ones. Pam asks me again. So, same thing, flour, batter, flour? And I'll turn around like, "What the hell you mean?" Flour, batter, flour. Flour, batter, flour, is it the same thing? You know what she tells me? Oh, I forgot. What girl, you forgot just that fast? I be like, "Damn." Have you always worked for Popeyes? Yeah. So far, so good. I got to, you know, make my way up the corporate
ladder. Yep, yep. What do you want to do? I actually met this training manager and I like what she did to my because she could just see everything. This lady don't been all over the world. and like, "Well, I want to something like that? Yeah. And you never wanted to be a corporate clown? A corporate clown? Clown. You never wanted to be one of them? No, I No, well well I I would love to come in there with a button-down shirt on with a tie on and see everybody go frantic. Mhm. Do they come to
visit? >> Yeah, yeah. Some shouldn't come visit. This This complete and total for no reason. Like, what [music] are you mad about? You're not back here frying chicken. You're not back here doing none of these [music] things. You came in here smelling like Dolce & Gabbana cologne. You left out of here smelling like Dolce & Gabbana. What are you fussing about? >> Aaron is [music] very open and honest, but of course I want to change his perception, because I definitely fell into the category of a corporate clown for him. What would you do differently? I
would check my stores better, spend more time with my employees, let them know that I'm here with them, and I'm always here with them. Like, you need something, call me. Yeah. You know what I'm saying? I'm not too far away. >> Have you Have you ever seen any of them do act like that around you? None of them. I actually appreciated Aaron's candor, because [music] that's a message I can take back and say, "Do you know this is the impression that we sometimes leave?" I'm going to show you one time how to do this so
you won't get burnt. I hope that, too. And you kind of like lay it down in I'm a little afraid. >> [laughter] >> The same way I just showed you. When I cook at home, I've got olive oil everywhere. Oops. See there? See what I'm saying? I got to find my technique. There you go, baby. See what I'm saying? There you go. That's better. Just drop it in there. It's going to fry itself. That was a good drop. All right. You have to do a lot. From eight to 10. You just got to crank it
out. You're going to need more nuggets. You're going to need more popcorn shrimp. You're going to need another mild drop down, okay? All right. I think. [laughter] You're new on your training. Mhm. Baby, got to hustle. I know it. We ain't got no chicken, we ain't got no customers. Give me 12 mild strips. 12 mild strips? Give me another four on spicy, another four arm mild. If you haven't noticed the spicy chicken went off already. Oh. Oh, I'm losing my What that is beefing Miss Pam? Miss Pam Press that strip button Miss Pam. I Press
that button that strip button. See right there it's blinking? That's spicy strips. Come on. I said man. Yeah. What does she need? That white man is up there with that hat on? That man crazy. I ordered a one out for dipping chicken. Stop yelling that out. I heard you. It's not really appropriate for Aaron to be yelling across the line to another crew member with a guest right in view. No, could you keep calling that out like this man is ordering 100 pieces of chicken. I'm talking to you. Can you come back here? I need
dipping. I need dipping. You just heard me call that. Chill out. You come back here and do it if it's so easy. The hardest part about going undercover is not to break cover when there's an opportunity to coach about something. >> Don't start. The guest sees everything and everything becomes part of their experience. I heard you five times that you need dipping. Like the man just did all the all the chicken. Hold on. I'm talking to you. To me that's a coachable moment. Y'all better chill. He's wearing [music] that uniform. He's wearing that Popeyes logo.
He represents the brand. >> She ain't finna come back here and drop nothing cuz she don't know how to drop nothing. And if he has a desire to move up with the company, he's got a ways to go yet. [music] You're going to need more nuggets. >> [music] >> I came to these restaurants so I could see what good practices we have in place and other opportunities that we need to fix. And not all of them are delivering that employee the experience the way we want. >> Hi, I'm Pam. I'm here to see Gina. Oh
yeah, this is Gina. Come on in. I'm here in New Orleans to work with a trainer tonight [music] to find out what's working, what's not, what we could do differently. >> How you doing? Hi, good. Thanks for that warm welcome. Thank you. >> Welcome to the Popeyes family. >> Thank you. Well, the first thing we do when you come in and we wash our hands. They want you to go to your elbows. Okay. Well, I'm a trainee teach people >> That's pretty cool. I've been working at Popeyes 27 years So, I got it a long
time. I got this down pat, girl. Now, here's your registers right here. This is my favorite part right here. >> Okay. This is how it all starts off. When a customer comes in, they going to order off the menu board. Okay. We have a five steps of service. >> Okay. Greet the customer. Mhm. Then you're going to take their order and suggest to sell. Okay. You're going to repeat the order total, the order and collect the money. You got to take your hands off your Okay. They don't want you to do that. >> Okay. Hi,
welcome to Popeyes. Will you be dining in with us today? That's all you got to say. >> [music] >> Okay. Want to say it to me like I'm a customer take. Welcome to Popeyes. Would you like to eat here or to go? Yeah, will you be dining in with us? Would be dining in. So, I need to say Dining in. Dining in with us. Yeah. Welcome to Popeyes. Will you be dining in with us? Yeah. All right. And be sincere. Okay. Okay. God, I'm going to take one of those chicken bones and whip you with
[laughter] that chicken bone. There you go. Okay, here's a real customer. Watch [music] Watch me in action. All right. Hi, welcome to Popeyes. Will you be dining in? Okay, now that'll be to go. So, you hit the other functions. Mhm. To go. May I have your order, please? Okay, that's a combo [music] three. May I add anything else to your order, please? Okay. Wasn't that easy? It's easy, huh? Uh-huh. Let me look at your gesture. Mhm. Whenever you're waiting on a customer Yeah. keep your hands visible where they can see. Right. You need to wash
your hands. You had your hands on your back. Oh. And this is a bad place to have them. Okay. So, you want me to wash my hands? You need to wash Okay. Pam did have a bad habit. The manager made her wash her hands again, too. That was funny. Okay, we got a customer here. Okay. Yeah. Hi. >> [music] >> Okay, go ahead. I want a large onion ring. Oh, welcome to Popeyes. Are you dining in with us tonight? Yeah, I'm just teaching. I'm sorry. You got to be our guinea pig. >> Sorry. Gina is
being so gracious and so kind to me. The register just puts me in a panic. You You just keep working with me and you going to get it, girl. Her body language is completely open and saying, "I [music] want you to succeed." And get her Give her cups. Oops, cups. So, she ordered a medium, right? This is medium. >> ordered two. And then it comes with a drink. Yes. Oh. Oops. That can't be good. >> Boy, if Patrick sees that, he'll kill you. >> I am in trouble. You got to throw them away. That whole
stack. Miss Pam dropped a whole bunch of cups. We lucky Patrick didn't see that. If the general manager saw that, we would have been in a lot of trouble. He would have screamed us out. We got to hide them. I'm such a klutz. Put the towels on top of them. Beautify it. I kind of like saved a little bit on that. What we do is at Popeyes, we clean as we go. >> Okay. So, if they said, "You got time to lean, you got time to clean." Now, I'mma let you know [music] I'm going to
got to tell you the truth. That bathroom stinks. They got some kind of broken pipe in the wall and then nobody never did come and fix it. I was like >> customers are constantly complaining. [music] Oh, yeah. Oh, God, it stinks. I tell the truth. >> Well, it does. >> Oh, my God. I might throw up on you, girl. That would not be good. They don't have no cleaning stuff for it. Now, you see a toilet brush [music] anywhere? >> Nope. So, what you going to use? >> [laughter] >> I guess it's paper towels. >>
Oh, it stinks. We got to hurry up cuz this smell is really getting to me. I got to get up out of here. Look. See, I don't get too close. Make sure you >> like four away, you see? >> Yeah. Nasty. Woo. You got this spray and you got them brown towels. That's all you got. >> I know. What I do >> That's just the way it is. And it's our responsibility to make sure our crews [music] have the tools they need to get the job done. And clearly, they didn't have the tools to clean
[music] the restaurants according to our standards. >> I mean, what you going to do? What's a girl going to do? We going to take us a little break cuz that smell is a little nauseating. But yeah, you doing a great job. I'm proud of you. It's not no easy job. And I got to spray myself, [music] excuse me, with perfume >> There you go. the smell of that bathroom. >> can't get it out of your hair. >> Yeah. I'm sorry. Excuse me. You want a little bit? >> Yeah, let me see that. Yeah, girl. That's
the good stuff. I don't wear cheap perfume. >> No. Oh, yeah. You know the good stuff. >> Ooh. Going to put some in my hair, too. >> Yeah, put some in your hair. >> friend she always puts it perfume in her hair. >> My niece taught me that. >> Yeah. So, does other parts of your family still live out here in this parish? No, all my family scattered all over everywhere. Before the [music] hurricane, my life was close to perfect. I'm not going to say it was perfect. Hurricane Katrina >> Tell me I mean, you
were actually here when the storm came through? Yes. I stayed here a whole week after the hurricane. It was like a ghost town. They had water all over everywhere. No food. We went like 2 days without no water. >> Oh my goodness. What I did is I cut I had a lot of canned goods. So, I cut all the corn cans open. Drank the [music] water from the corn juice. >> That was smart. Wow. Oh, man. That's bad. I had to leave the state. >> Yeah. How long were you gone? I was gone about 3
or 4 months. >> Mhm. Popeyes kept telling me, "Well, if you don't come back in a certain time, you fired." I was 6 days late and they fired me after 20 years. >> goodness. [music] So, how'd you get back to the company? Did Well, I I had to get fired and come back. That was terrible, huh? Gina faced a lot of challenges during the storm, but clearly, you know, her perception of what happened would not be how I'd want someone to feel. I'm so sorry. Yeah. You know, it really broke my heart to hear that.
[music] So, I want to find out exactly what the circumstances were. We better get back inside, cuz it's getting close. Yeah. I know, take your time. You know, we getting old, girl. >> Now, don't forget when we go back in, we got [music] to wash our hands with soap for at least 60 seconds. >> Okay. I'm in the middle of my undercover [music] experience. >> [sighs and gasps] >> You know, it's um it's exhausting. The more time I spend in the restaurants [music] and with our crew, I've seen some challenges and some opportunities for us
to fix some things. But, quite honestly, I'm the new person in the company [music] coming back and saying, "Hmm, here's something I saw and here's what I think about it." And, you know, there are many people who I work [music] with who have many more years experience in the quick service restaurant. It's a heavy burden, [music] because everybody always likes to come back with good news. No one wants to come back with bad news, and I surely surely don't [music] want to uh be in a situation where it's a shoot the messenger. What I've noticed
through this experience [music] is the moment I walk in the restaurant door, I get a sense of what that environment feels like. And my experience is so far is that it's inconsistent [music] across our restaurants. You can teach anybody a skill on how to do a job, >> [music] >> but you can't teach them to have that heart and soul and spirit of service. Hi, I'm here to see How are you, Josh? >> Yes, how are you? I'm Josh. >> Good, I'm Pam. Oh, [music] it's nice to meet you, Pam. >> Good to meet you,
too. So, you'll be working with us today? Yeah. Well, let me introduce you to everybody. >> great. This [music] is Pam. Hi, Pam. Nice to meet you. Hi, I'm the assistant manager here. This is Miss Cynthia. Hi, I'm Pam. Nice to meet you. Hi, nice to meet you, too. And that's Mr. John. Oh, hi. What's up? Hi, I'm Pam. Nice to meet you. Thanks for welcoming me so much. The moment I walked in the door, I could see that the atmosphere in there is just so great. [music] >> Well, the way I do it in
a drive-thru, I say, "Thank you for choosing Popeyes. This is Cynthia speaking. I'm here to help you. Do your thing, walk it out, set it off." I say, "Handle your business. Who that, baby?" >> [laughter] >> That's how we do it over there. Yes. They got to design a Popeyes. Well, they're going to have to go over there and train them over there one day. As a customer, what a delightful [music] experience that is, too. An unexpected experience. So, today, they're going to be packing. It's >> packing means filling the order, packing the stuff, putting
in the boxes, giving it to the customer. We're waiting on your shrimp, okay? We're frying your shrimp fresh for you. So, since he has it to go, we give him a small box with the shrimp. >> Okay. >> And then we always have to put the paper in. And then he has the french fries with the biscuit. So, we take the bag like this. And you stuff it, and you slide it in, and there you go. Here you go, and you're [music] all set. You're welcome. Have a good day, sir. Come back again, all right?
And there you go. Okay. Now, we see [music] where we're getting a little bit of a rush. >> Yes. So, now I'm going to have to pick up the pace a little. Okay. Okay. But it's cool. Big D, can we have a mash, please? >> Small mash, yeah. Thank you. So, we're going to put the mash with the biscuit. Anything happens at Popeyes. I can tell you that packing is a lot harder than [music] it looks, but oh, it's so hot. The pressure is tremendous. And everybody else is just doing it so fast. >> Holding
on three spicy tenders. How do you know what three All right, so I know a breast is white, right? >> Yeah, the breast and the wings. So, you give him a breast [music] and two wings. >> Okay. Sometimes it gets a little crazy, and it's hard, but I love that Josh has a real warmth [music] to him. Here you go, sweetie. You're welcome. And you see that in the way he interacts with the other [music] crew members and with the customers. And you're all set. Thank you for your patience. Sorry about your week. It feels
very genuine. >> Um I think everything is pretty done. Pretty pretty much clear. I'm getting actually pretty hungry. I like Taco Bell. You like Taco Bell? You know, cuz I don't really eat here because you know, it's just it's too expensive. So, you don't get a discount for dinner? No. And that's one thing that's like really difficult >> [music] >> here dealing with the food cost. I have a car. You want to drive over or All right, let's do that. I mean, I normally walk because I don't have a car. Yeah, that's kind of a
bummer. It is. So, how long do we have for a break? We get 30 minutes. And 30 minutes pass by very quickly. >> Yeah, especially when you have to go somewhere else to get something to eat. >> Yes. I would like two five-layer burritos. >> Okay. When Josh mentioned to me that part of the reason he has to go to other restaurants is because he no longer has an employee discount. That was disappointing to hear. [music] We've got to find other ways to manage our costs so we don't take away that benefit for employees. [music]
When I get off at, you know, 12:00 or 1:00 in the morning, I walk home. And it's a hour walk from my house. Walking to and from work, that's not that's not easy. Yes, my legs are very strong. I bet. So, what are we going to do now? Now, we're going to go and butter some biscuits. We're going to do 10 pans of biscuits. >> of biscuits. >> Yes. Just take the pans. Mhm. And all we do is just re-butter the biscuits. Okay. Is there supposed to be a certain amount like it's supposed to be
covered or >> [music] >> just enough to sort of make it A nice glaze, I guess you can say. Okay. Seems like this is not too bad of a place to work. Yeah, it changed for me in general being here [singing] because, you know, I've I've dealt with a lot from my past, you know, and that's why [music] I'm really trying to work hard to get a car so I can continue trying to go to school because I want to go to school for hospitality [music] the Because coming from, you know, being homeless and stuff
like that, and But, you know, >> you or your whole family? Just me. Just you. >> Yeah, you know, because of issues at [music] my household, and my sexual preference was a big problem, too. They're not 100%, you know, comfortable, [music] used to it. I was actually staying under a bridge. Do you have a lot of support here at work, from everybody at work? Yes. Yes. >> [music] >> Where is there >> turn, too. I hope I can carry it, too, without dropping it. I can try to carry You got it? I got it. I
think I got it. I mean, you seem to know a lot of customers here, didn't you? Have you ever had a hard time with customers? >> Yes, I actually did. There was one guy, for whatever reason, he came, and [music] his friend had the nerve and the audacity to tell me, "You know, when you fix my food, can you put gloves on?" That won't fly [music] with me. No, that just I told my manager, and she came, and, you know, she told the guy, you know, "We we don't have to serve you because we're professional.
He's just doing, you know, you a favor by [music] fixing your food." I really appreciated what she did. It really made me happy to hear Joshua tell [music] me how he feels about the team that he's part of at Popeyes. He's found an environment where he gets >> [music] >> really good coaching and support, whether it's his shift supervisors or managers here, and he feels [music] loved and cared for, and because he's getting support from the crew within his restaurant. Lynn Zappone is a boss undercover in her own company. She's [music] currently posing as a
manager at a fine dining restaurant, swapping jobs in a fast food chain. Oops, lost one. Her journey continues. I'm here in Horn Lake, Mississippi. I'm here to work undercover in the janitorial department. This restaurant has made a decision to dedicate someone to that role, and I'm interested in finding out if it's making a difference. I've already been to one restaurant that was [music] lacking the resources they needed to keep it clean. As I've gone through this experience, I've seen some things that disappoint me and so we have some more work to do. Hey. Hi, I'm
here to see Doug. He's around the corner. Oh, thanks. Hey, you're Doug? Hi, you doing? I'm Pam, I'm here to train with you. [music] >> I'm Douglas. Hi Douglas, nice to meet you. You like to go by Douglas? Douglas or Douglas fine. >> Okay. I'm Pam, I just go by Pam. [music] Okay, I'm a maintenance man. I'm responsible for anything cleaning the outside of the building. I'm responsible for all the cleaning inside the building. >> That sounds like a lot [music] of responsibility, a lot of ground for you to cover. >> It's not a mind-boggling
job. >> Mhm. To be a maintenance man, you know, everybody thinks it's the lowest part of the totem pole but actually it's the heart of the restaurant because if your restaurant ain't clean, you're going to lose business. Okay, what we're doing here is cleaning the parking lot and um you ready to go? Hey. Great, I'm ready to start whenever you are. >> Okay, what what we do is you wet down [music] the area like this. >> Yeah. Okay, cuz I got soap on it already and just walk your water up like this. All right? >>
Yep. See, all you got to do is from right here Mhm. to there. So far. >> and I'm going to scrub this little black stuff while you do that. [music] >> Okay. Doug, how many times do you clean the parking lot? I clean it every day. [music] Every day. I think the customer, if they come here and they they're walking through Coke and garbage and everything, [music] they're not going to come back to my store. I consider this my store. I know. >> to Popeyes, but it's mine. [music] As chief talent officer to hear this
is my Popeyes, this is my restaurant. That's like I'm in heaven. This guy is an angel and where can I get more of him? I [music] ain't supposed to have to scrub that garbage can, it don't belong to us, but I do a lot of things I don't have to do. >> Well, you know, I have a 15-year-old daughter. You could be great to have at my house to remind her of the standards of how to keep a room clean. You know how you do that? >> How do you do it? All right, get get
you a locked [music] closet. Start taking stuff that's on her floor, take and put it in the >> That's true. When she's When she's down to nothing, what's she going to do? [music] I said she's going to go. >> going to clean my room. That's good advice. Okay, we're done with this. You just spray this little [music] bit of soap right here off and we're done with this area. >> Okay. Okay, we're going to clean the garbage cans. [music] >> Okay. Garbage cans I try to clean as much as possible so they don't get nasty.
Okay. These ones here hasn't been cleaned in 2 days. >> Okay. This is degreaser here. >> Okay. >> And I just spray down the cans like this. >> Okay. I got your pair of rubber gloves here. What you do is you take that little spatula thing and you tip it where this this runs [music] to one side and you just tip this out like this. Can I see the scraping? You scrape this out. And put it in the box. And hit the box. Okay. There you go. Thank you. All right, let's make sure I get
that right. So I'm scraping. Let your water run to clear to the bottom though where you're not scraping. >> Okay, so you get that away from it. And then you turn your can. Turn the can. Got you. Woo, that's nasty. They smell like rotten chicken. I mean, just straight up. And I was shocked that she cleaned it because usually people stand [music] there and watch you do it and Pam jumped in there and got the the nastiest garbage can. It's not [music] a clean job. >> No, but it's an important one, I guess. Yeah. I
have a pretty dirty [music] job. The Board of Health came in and I got a I think it was a '98 or a '99 last time. That doesn't surprise me. I'm cleaning the outside, too, right? >> This is what I want my garbage can to look like. That's impressive. We used to have They cut it all out, but we used to have like Employee of the Month and I won this in '89. >> '89. Oh, got a watch. >> Very cool. Was that for um Employee of the Month. Employee of the Month. And everybody wants
to be Employee of the Month, so they're going to do a better job to get recognition to [music] do it. And they don't do it no more. >> They don't do that anymore. I see Employee of the Month in all the Burger Kings. You see their pictures. All the McDonald's. >> But how about other Popeyes? Do you know? >> Oh, no, no, no Popeyes are doing it. [music] I think that if if Popeyes would would do more for their employees, they'd get more quality work [music] and and and and better employees. So, now we're going
to go ahead and we're going to do the lobby check. Okay. I buy this [music] soap for the kindness of my heart. Okay. >> The company don't buy this. I buy it because it's it's harmless to children. >> Okay. It's harmless to adults. The The kids put their hands on everything. >> Yeah. You know, and I don't want to hurt a baby. So, I I I buy this soap out of my own pocket. The company don't buy this. Mhm. When Doug is telling me that he's paying for [music] this special oil soap himself, he's all
about giving and doing the right thing. But, as someone who's [music] works as part of our team, I don't like the idea that he's personally using [music] some of his own resources to support the organization. We need to get the front wall soap right here. >> Okay. If you push these buttons, it's going to squirt soap. >> Yeah. So, we don't want to do that. You lay your hand right here, go up behind them like this. Right here where you Oh, yeah, cuz it splashes. Boy, the devil is in the details, isn't it? So, uh
where do you live at? Right now, I live in Jacksonville, Florida. I've lived there for quite a while. >> Well, I'm actually from New Orleans. Okay. But, um with the Katrina, I lost everything I I ever owned. That's really sad. [music] >> I lost everything. I mean, they destroyed the house. There was just nothing left. Oh my goodness. Uh they sent me to uh the Superdome. I said, "This ain't the place for me." >> Yeah, that's scary. >> I I hitchhiked from there to Alabama. I met a man named David Vincent, a pastor, and he
had a place he said I could come live. >> Come and live. >> Told me I could come up and stay at his center. Mhm. He He's paid for [music] everything for me for 2 years. And now the last year I've been taking care of myself. >> Mhm. But, for 2 years, [music] the man has totally took care of me. >> really stepped in for you. >> he's he's my angel, really, you know. And he he's my pastor. But, I mean, he's [music] changed my life 100%. I volunteer for the church. I'm the chef there.
I cook for I cook for for 140 to 160 people every week. Very cool. >> Um we're going to make sloppy joes, homemade sloppy joes, not out of a can. >> Not out of a can, all right. That's good. Um >> we're going to make that. And come in the kitchen and help me if you want. >> love to come in the kitchen and help. I'm really at home in the kitchen. You know, I'm always amazed by the determination [music] of our people, and Doug is just just another example of that. I mean, he lost
everything in Katrina. >> I love feeding people. And my goal in life is to have a soup kitchen. Doug really impressed me with his commitment not only to our brand, but really has a personal purpose to serve others. I was honored that he would invite me to join him. We're done, so let's [music] we're going to go. All right, sounds great. >> Come on with me. All right. How are you this evening? Good. You want some beans, sir? >> Okay, that's fine. Excellent. So, who comes tonight? About 135 [music] to 140 people. >> That's a
good amount of people. You want some beans? All righty. >> This is the highlight of the church here. Everybody loves my cooking. >> [music] >> Pickle for you, sir? All righty. It's easy to get caught up in the hustle and bustle of your work and your life. Would you like the pickle? Pickle on the side. Just one pickle. Beans, sir? But I always have to remember that there are other people with much bigger struggles than mine. How you doing, young man? I have many [music] blessings in my life, and this is a great opportunity to
remind me to think about how I want to be treated and to treat other people. I appreciate you coming to help me and volunteering here at the Warriors Church, and be blessed. It was nice meeting you. It was nice meeting you, too. What you might [music] think is a challenge for you is nothing compared to what other people are faced And what moves you the most is people's willingness to give. And uh >> [snorts] >> And what's so impressive about Doug >> Somebody be thinking I cheated giving you two plates at one time. >> is
he's chosen a life that [music] is about serving. And those are the kind of people we want at Popeyes. New Orleans is the heart and soul of our brand and our company. So, I felt it was fitting to reveal my true identity to our crew members here. They think they are in New Orleans to swap jobs and work in a fine dining restaurant. I'm kind of nervous of swapping job with Pam because I would have never walked in here. Never. Ever. Not even much on Valentine's Day. I'm looking forward in working in fine dining restaurant.
I've been in food industry for 27 years. I can handle anything. Hi there. Hi. Do you know who I am? I am. You're Pam, aren't you? Yes, [music] Pam. Yes, Pam. J! You know me as Pam Hawkins, don't [laughter] you? How you doing, Miss Pam? I'm good. I'm good. But, I'm not really Pam Hawkins. My name is Lynn Zappone and I'm the Chief Talent Officer with Popeyes. Oh. >> [laughter] >> I'm just so shocked. I can't believe it. You tricked me. I'm sorry. It's hard to trick Gina the Latina. I believe that. I know it.
And I've been undercover all week working in our restaurants. So, all the things I was joking and playing and laughing about, I was actually speaking to my boss. Yes, you were. So, yep. I'm one of the corporate clowns. I didn't like the way you were always speaking to the other crew members. I didn't like the way you were talking about the customers. You're representing the brand and that behavior is not acceptable. Like I did that with you that day, but I honestly don't do that with them and it's funny. I wouldn't let them get away
with it, but I was doing it and I was supposed to be a training [music] you. So, it was like I I knew I knew that was going to come back to get me. I knew [laughter] that. I knew it. Now, here's the thing now. >> [music] >> Take away all the joking with you and take away your tough guy image and I know underneath [music] there is a really smart guy who knows what is right. >> Right. And I know that. And you have you know, you have [music] big goals. Um and one of
them is you want to be a traveling trainer. And so I think that with a little guidance, you could actually get [music] there. >> For real? Okay. So, I'm going to set you up with a mentor Okay. >> And [music] she's going to keep in touch with me and let me know how you're doing. And when she thinks you're ready, then we'll have you participate in training new crew members. Cool. That sounds good. [music] >> So, you ready to put some skin in the game? >> Yeah. Yeah. All right. Miss Pam, that's my girl. That's
my boss, but that's my girl, too. I like Miss Pam. Miss Pam gave me a shot to prove myself, and I can't let Miss Pam down. Give me a hug. Doug, I was really impressed [music] when I was working with you. Thank you. Um you just took so much pride in cleaning and maintaining the restaurant. [music] Right. One of the things you had a really strong feeling about cleaning supplies to clean the restaurant. Right. And I just want you to know, I'm going to have a conversation with our supplier [music] of cleaning products so that
they can provide you and all of our restaurants restaurants with some less harmful products. And that way you don't have to keep spending your own money. Well, thank you. Now, [music] when you pulled out that watch that you had received years ago, I thought, "Wow, that really made a difference to you." >> Sure does. >> [music] >> So, I want you to know that I am going to be putting in place an employee recognition program. That's wonderful. >> And here's the good news. You're going to be one of the first recipients of that. [music] >>
Thank you. You really inspired me when you were working in the church and serving others. We want to be able to help you [music] and Pastor Dave continue that good work. So, I've asked Popeyes to make a donation to the mission for $10,000 Oh, wow. >> in your name. Oh, man. Thank you [music] so much. God bless. I'm about to cry. Thank you. >> You're welcome. >> Uh-huh. Thank you, Jesus. Oh, I feel like I'm on top [music] of the world. Bless you. It's an answered prayer. I have to tell you, Josh, that I had
the most fun working with you. I think that might have been the most fun I've ever had at work. >> Oh, really? >> Yeah, I mean, you have just such a great spirit. You just make everybody smile. Thank you. You know, it really broke my heart that we had to leave Popeyes to go to lunch because you no longer get the employee discount. That just doesn't work for me. Because of what you said, I'm going to make sure that our employee discount program is back in place at your restaurant and all of our restaurants. Oh
my goodness, I'm going to be ecstatic now I can eat as much Popeyes as I like to my little heart's content. >> [laughter] >> You talked about how much you'd like to get a degree in hospitality management. I will set up a scholarship fund with you on behalf of Popeyes to pay up to $20,000 of tuition for you. Are you serious? Um I'm speech- Do you know what? This is the first time in my life I've been speechless. I believe that. >> [laughter] >> Oh my goodness. You also talked to me about the fact [music]
that you have to walk to and from work. And, you know, that's that's hard, especially when it's late at night. You know, as a mom, I >> [music] >> I would be worried about you. So, we want to give you $10,000 that you can use to buy a car or help pay some of your living expenses or [music] some of both. How much? $10,000. >> [laughter] >> I >> [music] >> I I don't even My mind is going all kind of directions. All kind of directions. [music] Thank you. You're welcome. That's the thing I need
[music] to say most. Thank you. You're very welcome. As my other half always says, the sun will always shine tomorrow. [music] And, oh boy, is the sun shining for me right now. It was really great to work with you, >> you. >> You are so good at your job [music] and I I just want you to know that you are not forgotten out there. >> I appreciate this cuz I really needed it. I really need >> I'm sorry it took so long. Thank you. One of the biggest things that I learned from you is that
you need the tools to do your job. I mean, having to clean the restaurant without the right sanitizer, that's crazy. >> was crazy, huh? I know it. So, I want you to know that you are going to have all the tools you need in that restaurant. And then most importantly, that pipe in that bathroom Oh. is going to get fixed. Thank you. Thank you. We appreciate what you're doing for the company. What's important [music] to you is what's important to us and your family is important to you. So, we want to be able to bring
you together. So, [music] we would like to have a family free union for you here in New Orleans. So, we'll put you [music] all up in a nice hotel and plan some activities so that you can have a nice family reunion. How does that sound? Wonderful. Is that good? >> Yes. Yes, [music] cuz I'm missing I love my family. I really do. I have to say I was really touched by your story and all that you've been [music] through. I know. >> you are one strong lady. I know it's been tough. Mhm. And sometimes people
just find themselves in a really difficult space. So, one of the things that we'd like to do is set up a like an employee relief fund. >> I think that's a great idea. Yeah. Life [music] can get really, really hard. But I was thinking, you know, if we were going to start that relief fund, uh we need to start somewhere with someone who's really deserving. And I think that person is you. So, [music] we'd like to offer you $10,000 to help you >> [music] >> kind of get your life back on track. You want a
tissue, sweetie? There you go. >> [laughter] >> The $10,000, [music] it takes a big relief off of me. It takes a a burden off my heart. Thank you. You're welcome. It's been a long struggle. But, this will help me out a whole lot. Through this experience, I've gotten [music] to see firsthand that spending time with crew members proved to me, without a doubt, [music] that they are so important to the success of our business. Hi, I'm Lynn. I've seen some [music] challenges and some opportunities for us to fix some things. I'm Lynn Zippone. James, how
are Hey, James. Nice to meet you. So, how long have you been with us, Steve? Uh, 11 years. And so, I look forward to spending time with more [music] crew members all over the country, all over the world. >> What kind of things would you like to see us bring back? We used to do crew picnics. With the crew members, we've gotten away from that. There's a lot more work to [music] be done. There's a lot more to learn. Hey, I see you working hard out here. Yeah. Hey, I'm Lynn. To find out what's important
to them [music] and what they need from us to be successful. >> [music] >> Mhm.
