This Restaurant Is Doing EVERYTHING Wrong | S3 E4 | Full Episode | Undercover Boss USA | So... Real

this week on Undercover Boss the president and CEO of checkers and rallies the world's largest double drive-through chain poses as a failed business owner competing to win a fast food franchise I'm Alex Garcia all right by working on the front lines he'll see what it really takes to make food fast you can't read those people on hold for that long and they waiting on you mark how do I do five chicken bite boxes I am dying and for the first time ever a boss will be forced to do something so drastic right here right now

we're going to shut the restaurant down his company will never be the same I just want to work I just need a job so we're losing our [Music] job headquartered in Tampa Florida Checkers and rallies restaurants operate in 30 States across the country earning more than $680 million in annual revenue and serving 2.2 million Burgers a week have a great day enjoy overseeing the 20,000 employees that keep this business moving fast is one man I'm Rick Silva president and CEO of checkers and rallies Checkers and rallies actually start as two separate companies rallies began in

1985 Checkers in 1986 there were almost two twins at Birth the menus were almost identical both restaurants had double drive-throughs and a walkup window without a dining room inside Checker's business and the Rally's business merged in 1999 they figured out you know let's something let's join forces we realized that we had great equity in both Brands and so we continue to keep both Brands alive here you go my dear have a good one I spent 13 years at Burger King I did work on their International side I was president of Latin America I was recruited

by Checkers and rallies 5 years ago when I came on board we had to make some changes in the management team I brought many new people onto the team to work with me people I knew could deliver my expectation is perfection we won't sell anything that our customers haven't told us is what they want so we run all of our ideas through focus groups is definitely a appetite pleaser if you come to my restaurant and you don't get exactly what you want I take that personal you want a check a burger with cheese sir yeah

that sounds great I love the business I'm in it is incredibly competitive I love love to compete I love to win I hate to lose we have evolved so many parts of this business we introduced chicken wings a few years ago we just introduced cold Creations when I'm hungry for a snack what's better than some ice cream and now that gives us that additional visit I'm still getting that burger visit but guess what on Wednesday night when they want to go out for some ice cream they're going to come to Checkers and rallies the other

competitors May chase us but they'll never catch us because we're already on the next thing and you can only win one way give everything right and anything less less than that is a complete [Music] failure I'm Cuban American my parents came from Cuba have an older brother and a younger brother we were probably one of the first Cuban families to be in our neighborhood it was an interesting way to grow up they spray painted our house with the word SPI on it SPI is a slang for Hispanic it's a racial slur there were these older

kids that were bullies and they would push me off my bike my mother saw this and said to me don't ever let anybody treat you with disrespect and so I picked the fight with the kid who pushed me off my bike I lost the fight but once I stood up for myself these kids never bothered me again and it was an early lesson that I've kept with me for for the rest of my [Music] life after my mother had worked as a pharmacist in Miami my parents put a second mortgage on her house and open

a small Pharmacy the whole family worked there in fact it was my first impression of business I was young uh and in fact that's where I learned to love business I know you're getting ready to leave so I was looking through some photos and I found this one and I thought this look might help you be completely unrecognizable I'm married to Lisa we met in high school in fact we went to a high school prom together back when I had hair we've been married for 20 years we have two children Michael and Jessica you ready

I'm ready all right this is the perfect time to re-evaluate and find new things that we can do different we're at 800 restaurants today my aspiration is that we'll be at a th000 restaurants the next couple couple of years and will continue to grow what do you think oh my goodness I don't know if I can let you go on the road alone now the thing that would upset me the most is if I saw either Our Guest being treated inappropriately or our employees being treated inappropriately that to me would be very very upsetting oh

wow while undercover I'll be posing as Alex Garcia a failed pharmacy owner from Philadelphia my co-workers will be told that I'm a contestant on a reality TV show called Second Chances where I'll get the chance to start a new career in the restaurant [Music] industry I'm here in Homestead Florida I'm going to spend the day with a team member in a restaurant I personally have asked Checkers and rallies to sell more product at a faster Pace than we've ever done it before are you the new guy yeah my name is Alex hey to a favor

come around there and I'll meet you there I'm here today to see how the work we've already done is working because I want to make sure that while we're getting faster and we're serving more products that we're not somehow sacrificing great quality food and great quality service hey come in you said you're going to train me today yeah I don't know much okay um my name is Todd uh I'm a crew member here main things that I'm going to teach you today are the grill and the fry station you follow me you won't go wrong

thank you very much no problem so right now we're going to start by washing our hands so how long have you been here doing this I've been here for almost a year and a half now how long did it take you to get the hang of it me it took it didn't take me too long because I kind of sort of trained myself I was surprised the tide wasn't properly trained that position is absolutely critical so I'm a little worried this is the grill we have a cooking time and we have a finishing time for

each product okay press the button now this computer tells us what to do yeah whenever you hear that beat turn to meat told me to flip them yeah uh-oh you got it okay not so much uh seasoning on each one don't forget to press the button oh I forgot okay thank you sure cuz he looking a little burnt how we doing on me guys how we doing sorry I'm slowing you down aren't I yeah how late can you stay I got to ask step aside make your phone call ask made you get this stob all

of a sudden you wanted to own a business like this I have a drugstore in Philadelphia and um we had to shut it down and so I'm thinking about going to the Food business it's more than you cooking a be Patty you're satisfying your customer I always wanted to be a chef since I was in the seventh grade when the school for I had to stop going to school why did you stop it seems like you really love it I'm all about my mom and my family helping her out for bills and everything like that

you bring money home for her yeah I'm I'm I'm her Rock right now I don't think of it as me being in a tough Bond or tortured by anything I'm doing what I can and I'm doing it to the best of my needs sir no problem sir I have something down now scrolling you down I get you in trouble no no no no no no okay we do a lot of yelling okay that's our way of communicating I don't want to get you in trouble that's it's okay it's okay it's right here of course is

the Fred station basically the same thing with the grill we're going by Thomas here okay once you get up here it's all about speed make me a five piece under barbecue [Music] okay two medium fries a lot going on over here speed it up cuz it's all about time right now I I'm going to break the Box though go ahead and drop Six strips you hit the button that says finish [Music] strips okay the timer I don't know the buttons they a little messed up we have very strict standards in terms of how the product

should be cooked that's why we have all those timers can you help me with the buttons here which button to hit oh down here yes sir I saw that that we were cooking it in ways that weren't necessarily correct this is crazy over here this is Dro me some SP the buttons weren't properly labeled which is the wing hit o r which is for on do that one they weren't following our procedures and so that when they were preparing the product they weren't preparing it the way they're supposed to prepare itd sir I need you

to take trash out no problem I kept hearing the general manager barking orders I need you to drop what you're doing I need you to take some trash and then I heard it again how many hours do you have right now so if you go on overtime I can take you outside and beat you up right Todd this what usually happens when trying to do something someone's calling you all the time I can't tell you right now I need you to drop take out some okay he needs to help me here is that okay no

you're going to go with him oh okay okay good is that what he always does yeah that's how he is like he was telling people they going to get in trouble they didn't do their work he's a bitable I try not to you know pay attention to it so much I couldn't work in a place like that I really could not work there I couldn't work there for 10 minutes I would never let somebody talk to me like that it's my job why do you keep working for Checkers because I do it because I need

to help my mom so how does it make you feel like I'm worthless let's go talk to him no I don't think so yeah I want to talk to him come on I don't I don't think so I want to talk to him let's go I need my job at any means necessary good TR what wrong I didn't sign up I just wanted to work I just need a job you still have a job make sure you have a better job job I come to work and I do what I got to do what kind

of job do you want I want a job where I can be respected is that that job today no how how much training do we give you basically I took what I learned from McDonald's and I put it into this I didn't I didn't I didn't get any training here I trained myself I'm going to talk to him give me his name what's his name his name is Stevens Steven is that your name sir Steven yes sir can I talk to you for a second of course I may have an opportunity to join Checkers and

rally system okay what excuse is there to talk to people without being respectful to them what excuse do you think that would be honestly I don't think I was disrespectful you have to talk up they will not listen to you unless they they who's they the crew why would I want to work for you with the way you talk to people inside there the first hour that you talk to me that way I would leave I wouldn't even leave my name tag in my I would walk out the door and never come back let me

ask you question how would that make you feel um I would say that she couldn't handle the job you do what you got to do do to get them to listen to you you run them they don't run you I came into this company just like you wanted to be nice low tone it doesn't work if I don't scream at them they don't listen to me but I'm not going to let you continue telling me I'm disrespecting my crew something is seriously wrong with him he needs to stop I don't know he out there trying

to talk to Stevens about something have you been in the fast food business before uh no I haven't maybe that's my problem been in the restaurant business business at all I've studied the restaurant business no not studied have you any experience in the restaurant business actually I do I'll be honest with you I do have experience I'll tell you exactly um I have been the restaurant business for over 20 years and I've been in the fast food business for over 20 years I'm CEO for this company I know exactly what it takes to in a

restaurant like this and guess what I know the right way to do it and I know the wrong way to do it and what I saw here today is completely the wrong way to do it I was asking people questions about what was the right button and they didn't know what the answer was when you see our advertising do we say hey we sell lukewarm Burgers come get them is that you think what's going to sell Burgers no sir I guarantee you half the people that came through this restaurant today didn't get hot product they

got lukewarm product right now you're not doing the job to our standard and so you don't belong in that restaurant right here right now we're going to shut the restaurant down Rick Silva the CEO of checkers is a boss undercover in his own company now if I'm not fast they going to scream at me or something well yeah if you go on overtime I can take you outside and beat you up right he's on his first job and it's not going as he expected how's it make you feel like I'm work this right here right

now we're going to shut the restaurant down right now you're not doing the job to our standard it's completely unacceptable how long have you been in this restaurant uh about 6 weeks I was thrown into this position there are certain things I don't know right now I don't know I was on my third week of training as an assistant manager before they said I want you to run the restaurant okay so you're promoted and you weren't ready to be promoted honestly no okay I didn't even finished training honestly not one single person in that restaurant

is trained properly I cannot train him because I don't know everything yet this is going to be the last car we serve today right now I'm very disappointed I'm disappointed in myself because at the end of the day accountability rest on my shoulders because we didn't properly train them guys Erica ma'am we're shutting down we getting one last car and that's it we shutting down I'm mortified I actually am mortified that it happened but there really was no other solution under the circumstances we're closer tonight [Music] um my name is Rick Silva I'm CEO of

uh Checkers and rallies the person who I was training was actually the CEO of checkers I'm still in other I'm still in shop I decided that we weren't going to keep operating this restaurant going to close it so we're losing our job no you're not losing your job I want to apologize to all of you guys cuz I let you guys [Music] down the reason I'm shutting this restaurant down is because of you guys the truth is if we haven't trained you to do you're doing the best you can it's not your fault at all

okay it's my fault if you're not PR for the training no long faces everyone's getting paid everyone's got a job and it's going to be a better restaurant than it was today okay I couldn't leave that restaurant today not knowing that when I left that restaurant may not be operating at my standards hold on one second Mark not doing very well in fact I'm having a horrible night what I need you to do right now is to get me some general managers from other restaurants I want to bring them in uh and I want to

make sure that we got a crew here before we reopen this restaurant my legacy at Checkers and rallies will always be we do things the right way and we win by doing things the right way it's kind of a weird situation here but what you did was you gave me an opportunity to see where're missing the boat we're going to shut the restaurant down you think that's the right thing to do you think I made a mistake today you're the CEO so I'm going by what you say now I will make sure that you and

I meet somewhere uh in about a week or so okay tomorrow we can make it a better restaurant what do you think okay let's go [Music] inside seeing what I saw today on my very first job is extremely disappointing as a CEO it's my job to create an environment where everybody's going to be treated with respect where anybody can raise their hand and say something's wrong it just doesn't feel right if the rest of my journey continues like this all of our amazing results could be a [Music] risk I'm here in Carol City Florida I'm

going to be working with the general manager during late night hello hi I'm looking for Joyce okay give me one second please sure we've doubled our late night business since I've been CEO of checkers and rallies hopefully I'll find ideas in this restaurant about how we continue to grow late night it's our number one priority hi are you Joyce I sure am you must be Alex I'm Al you're my new trainee okay let's clear the door welcome to my home okay coming through big woman coming through this is Alex our new manager in training I

don't sell Burgers and Fries anybody can sell Burgers and Fries I sell you Hospitality hello my dear what can I get for you honey number 12 okay now that's your chili dog right yes now that comes with onions a little bad breath is that okay yeah oh there you go it's going to be 672 honey okay you rock Mama have a good one okay okay I have some stuff I have to take care of I'm going to be just away for a couple of minutes but what I want you to do is fly solo you

have any questions anybody here will be able to help you you've got Mr Mark right here you've got Mr Shane over here I'll be back just a couple of minutes you're going to be all right thank you [Music] Joyce hi sir how are you tonight let me get a medium number five please medium number five sure heavy May heavy catchup um give me one [Music] second mark my computer went down sir thank you Mark I appreciate that sorry sir what else what what kind of special did you want on the sandwich he said no heavy

Mayo heavy ketchup heavy Mayo sorry about that I'll have one second problem Alex his first customer he was like a concrete block he was so stiff so rigid if I was a glass of milk in his hands I would probably be a milkshake after he was done any more customers yes there is hi ma'am um can I have I guess number six I can have a number 12 medium sure absolutely give me that um right there um what you call it that um um $2 chicken bite box yeah give me five on hold up hold

up hold up you know I would like to change that one second I'm sorry I'm trying to learn here I'm here Banana Split Shake sound okay one second I'm sorry I'm new to this okay thank you I apologized a lot tonight I kept apologizing for being slow I certainly felt like I could have done things faster okay well it's getting kind of late so we're going to go on to our next task what we have here is a speaker system press the button and that's how we talk to them we let go of the button

and they talk to us all welcome to uh checkers can I take your order yeah let me [Music] have was that a two for three crispy CH sandwich and and a big chicken our equipment here is older than Methuselah so you have to work real hard to decipher what they're saying I'm sorry can you repeat that one more time I didn't hear any of it I hate this I sat there and had to repeat my question over and over again if I was that guest I wouldn't have been happy I can't hear them you know

what the further away you you say it I hate this thing there's so much pressure that I've put on the restaurants to be fast and every the order's got to be perfect it's kind of hard to be fast and perfect if you can't hear the order sorry for making you way can I take your order now chicken burger cheese and the get a medium season fres give me a sweet tea with no ice I'm sorry let me get that again a number 11 with no to tomato tomato No T what else did you need I'm

sorry I I don't think I heard it right I can't hear I can't hear them at all sorry about that thanks for thanks for being patient with me thanks for your patience with that it took me a little while we're going to take a little break you get your first meal on me miss you H Vista let's hit the road so talk to me what do you think what do you feel I'm thinking about if I end up in your Ro what what you would do differently I guess if I had my own store what

don't you agree with um when you go to the neighborhood that you're going to go know your customers like for example we sell apple pie Sundays they took away our chocolate cupcake Sundays my customers love those did they ask you before they no this is Corporate rules and because they've done a survey I'm one voice you know they're going by what the customers want customers love apple pie sues well maybe in the midwest they like them but down here in the South they don't like apple pie Sundays that's a thing for Thanksgiving I believe in

a lot of local store marketing haven't you ever seen like burger places or something that have like car shows outside and they would distribute coupon for free small soda what are you going to come in just for a free soda no I'm going to push for Burger and Fries you don't have the freedom to do that no unfortunately you know they say jump you say how high and they just tell you what to do they tell you what to do Joyce shared that she had these marketing ideas that she thought would help her business I

may be making decisions in focus groups but honestly the better solution might lie here listening to her ideas how do you keep up so much energy how do you do that seriously you don't stop because I'm so grateful for what I have I had a bad family life um both my parents were alcoholics I buried my whole family and within 6 months well my father was a welder and back in the 50s and 60s they didn't use masks he got COPD empyema now meanwhile in this time my mother she stopped drinking but unfortunately it was

too late she developed therosis of the liver then my brother came home to visit he said I have AIDS my whole world just crashed then I lost my job and Meanwhile my daughter at the time was probably about five or six years old we were selling everything you got to rob Peter to pay Paul and how am I going to make the mortgage payment and how am I going to pay for this and we found two coupons for Checkers Free that was our dinner that was 2 days worth of dinner and that's why I'm so

loyal to Checkers were you married at the time um I came out I'm gay as a matter of fact where the hell is my girlfriend she's supposed to be here soon she's a general manager for Checkers also we've been together 21 years really nice sounds you have a really Rel good relationship it's a roller coaster like everybody's relationship when you were in that restaurant all I could think about this woman this woman has the World by the tail I would never ever in my wildest dreams would have imagined that you have this much that you've

overcome I'm I'm struggling I'm on a tight budget right now now I'm in debt up to my eyeballs and then some my daddy had an expression God never gives you anything more than what you can't handle and apparently he thinks I can handle when hell of a lot and I see the car is starting to get busy so we're going to go on in cuz I'm getting sleepy it's late I've been up since three yesterday Joyce reminded me we are a local brand and we spend a lot of money on focus groups but maybe I'm

not using an asset a talent that we have in the organization and I think we can capitalize on that thank you very much your total is 395 please pull forward happy dance Happy dance Happy dance there you go let's go St up to Street hi welcome to checkers can I take your [Music] order coming up you got to pick up your speed a little bit though they waiting on you the boss falls behind oh forgot about the Tomato darn it y somebody had a gun to Alex head and ask Alex to wrap me a perfectly

made sandwich this feels slippery with these gloves I can't do it B you shot today I'm in Mobile Alabama the birthplace of checkers right behind me is the first restaurant in the entire Checkers system we actually bought property right next door and we built the latest Company restaurant we designed a brand new prototype that's going to take us into the future I will be working with a team member on the sandwich board every Burger every chicken sandwich gets produced on the sandwich sport good morning I'm looking for Johanna so I'm here today to see if

all the design changes helps us deliver a better sandwich and I want to see it firsthand is it Johanna I want to make sure joh Johanna good I'm Alex Garcia nice to meet you okay I'm going let you in over here okay thank you you come on here put my hat on yeah put your is that okay yeah first thing we going to do we going to grab you a headset feel really we use the E four to hear the customer two number two me below what flavor drink so I'm here him ordering the chcken

burger right now while I'm talking to you when do you start making the sandwich the minute I hear customer order I don't wait on a ticket the minute I hear customer order I go ahead and start why do you start to because he can get his food just like that by the time he make it to the window I want his food to be tagged fries in the bag and out the window this is your rad turst okay every sandwich that comes up out of checkers the burn is toasted the meat bin that you see

right here that holds your meat it holds your small meat your large Meat and your hot dog if you kind of low on meat you know talk to your gry let them know hey I got one pan of small meat left that's why you talk to one another all right going to show you how to make a classic Checker burger okay give me Lo of that y sourdough bread open up that top and the top the part that's on there that we don't use yeah put it in the waist bucket it's not strong what's wrong

with me what's wrong I don't know I hold on let me do this Alex canot not open up plastic when he did that I was like really the day might be a little hard need to wrap down got it that's it is side down and across ketchup toine pickles one two space out one onion tomato your lettuce you shake off that excess lettuce okay awesome see I do that only thing that go on your bottom BL meat bread mustard and if they get cheese take your top to your bottom okay let's see it do it

like that slide it in the middle rrap it that's the Checker button let me you you feel like you can make one I'll try go ahead as long as you help me out okay I got that manise you tell me uh you you did it too many times you too many times is that enough that's enough I did too many times okay yeah you did it too many times how's that okay this is easy cuz you got them all lined up for me that's a big old handful hand just a just a finger pin you

kind of use a little too much okay like you feing a rabbit or something her expectations were high one ring of mustard there you go you're fast you got your basic sandwiches Checker burger yep all right you got your double cheese burger okay yep this your spicy chicken the Big Buford and a triple Buford and our baconzilla once you get the hang of it and you kind of remember you it'll flow with you it'll come with you okay I'm sure you'll teach me [Music] be than for chck would like to one today let me get

a chili doll without cheese chili dog no cheese just chili onions I can't remember all these sandwiches wa your mustard mustard you know I'm I'm so used to knowing what I need to do and getting it done it was hard for me let me get a number nine what's a nine spicy spicy chicken spicy chicken I didn't know the sandwich builds oh it needs lettuce put that chicken back up there put back up there now put your lettuce ohot about the Tomato darn it what's mixing up there said no pickles no I it didn't say

no ketchup now you got to R the top oh you're right the whole thing just top weedo the top whoa I'm way behind give me a second [Music] didn't look really good yeah I got to do that if somebody had a gun to Alex head and ask Alex to wrap me a perfectly made sandwich Alex would get shot dead on the spot this feels slippery with these gloves I can't do it he a good shot got to pick up your speed a little bit though cuz they waiting on you his speed he's he's slow he's

slow like a little turtle I'm going step in for a minute and come up here you know and help you a little bit you going to help me if he was fast like that rabbit he was feeding he'll be okay thank [Music] you you all got two of the Checker burgers on the other side all right thank [Music] you two small fries Irene you guys make it look easy Johanna Alex you guys had a had had a great lunch good and let you guys take a break now Alex never got speed it's fast food it

ain't called slow food you would like to get something to drink I would love a Diet Coke I am I am dying I think the new prototype design is working well it's more spacious and clearly a lot easier for everyone to get their job done I made a lot of mistakes there I can't remember those sandwiches how many years you been doing this I've been working for Checkers for seven years this is the first first Checkers ever built in Mobile Alabama sits right there they're they're going to tear this one down and make it a

parking lot you know we still get cars that come through here in order there's a car right there we come to this one Bor come it this one you're so used to doing it that way huh yeah that's why they built that that why they put that there cuz people keep doing it yeah that's right so tell me if I became a franchisee and i' did I'd work part of it but I need people to work for me who would I hire who do you think be a perfect manager you tomorrow you were just the

manager what would you do how would you do things I reward my crew members because with Checkers it's like the managers get bonuses and the managers get this they didn't get where they got by theyel no way let them know hey I appreciate you for doing this for me you know and I just feel like they just don't treat us you know reward reward your crew we never been rewarded never the whole seven years I've been with ch cuz you haven't gotten no I made $8 an hour that's why I mean I live paycheck to

paycheck I don't even look forward to getting paid honestly I don't and then if I was to take a manager position it won't be nothing but like a a 50 Cent or a dollar raise is that the only difference you when you get a manager yeah I mean Checkers for they managers off at like $9 is that it yes you have other places that start managers off 11 yes they start that crew members off at $9 or $10 other places it was enlightening to see her perspective on the incentive structure and what she allowed me

to realiz is we may not have a Compensation Program that takes into consideration the johanos of the world that's another reason why I know took a management position you have to have a reliable transportation you had car problems this car cuts off of me I never want to jump into to do something if I know I can handle it I know I'm having car trouble right now why would I jump into being the manager Johanna is a magnificent individual we're lucky to have her you got to go back in here to work and I feel

that I need to find a way to continue to to grow her because she has much more more capacity than we're using today that's a risk if we're not using her to a full capacity somebody else will see her and they will steal her good job Al all right good [Music] job it's been a very long week I'm tired my feet hurt I was reminded of the time when I was pushed off my bike many times this week that lesson I learned from my mother about standing up for myself it's absolutely unacceptable for a Todd

to feel uncomfortable in a restaurant I realize that empowering the people at Checkers and rallies is as equally as important giving people a voice a chance to create an environment in a community where we protect those that get pushed off the bikes what we need to do is be as obsessed about providing the systems and the tools for our people as we are obsessed about our guest [Music] I've asked the employees I work with this week to come to one of our rallies restaurants in Flint Michigan this is one of our most successful new franchise

restaurants a perfect place to reveal my true identity the employees think they're here to weigh in on whether I should get a second chance in the fast food business Alex was going to have a heart attack because I was on him about his speed I'm very honest I'm be very honest today I found out that my trainee was actually the CEO of the company I'm still a little confused about the whole thing but as far as I know we'll get to the bottom of it today hey Alex y dressed up Alex do you know who

I am I hope yeah I'm Rick Silva CEO of checkers and [Music] rallies wow I feel so bad I did you bad I did you bad now you made me nervous Johanna do you realize how good you are at your job do you realize how smoking fast you are on the board you're probably one of the fastest people I've seen and you weren't even to try it no I wasn't that was just me one of the things you talked about this idea that we have these incentive programs for managers and yet those incentives don't always

in all the restaurants roll down to the team members yes we're going to fix it so that we take our incentive program and when managers get incentives team members also get incentives oh that's excellent thank you thank you that is very excellent don't thank me there's a lot of people like you that can do a lot more right yes we're going to put a program together so that every district manager is going to be a mentor but I also want to make sure that you're the first mentee in that program and your Mentor is going

to be me really see you going to do you going to Mentor me yes into being a good manager yes wow what I want to do right now is I'm going to promote you into a management and training position so you're going to make more compensation than you're making now it's a 25% [Music] promotion okay okay I'm okay thank you so I'm going be a manager you got to make it I what if I'm a manager and I'm on my way to open up the store and all of a sudden my car just cut off

well you know so I don't want you have to deal with that so we've decided we're going to give you $20,000 so you can buy are really really ah forget about that I cannot believe that my CEO recognized me as a good employee and he is rewarding me for it $220,000 and a management position with a higher pay that's what I want that's what I need Checkers I'm home I'm home Checkers Joyce I was so amazed it was late and yet you find a way to bring that energy and that passion that nobody else can

bring well the other thing I noticed was that that speaker box wasn't working it's terrible a lot of our speakers are like that yeah well well um we've already gone ahead and when you get back to your restaurant that will be replaced uh and so you don't have to deal with that your job is hard enough already thank you so very very much thank you we talk about knowing our customer really really well but you open my eyes to the fact that you know the guest better than other information we Tech technically use because of

what you shared with me we're going to do something different at Checkers and rallies we're creating a general manager Council in every quarter we're going to have have them sit with me and other members of the executive team awesome and share those ideas that you had you are the first member right here right now of that Council it's an honor it's an honor you also shared with me that you have some Financial pressure I'm okay oh I know you're okay we want you to be more than okay I want to give something back to you

we're going to give you $10,000 [Music] why you've done so much for [Music] us oh my God thank you what I noticed was that you are always taking care of everybody around you I get the sense you don't do much for yourself never and so we're going to give you an additional $10,000 for you to do something for yourself and you have to spend it on yourself I think what I would do is get an earn for my brother I didn't have any money to get him one so he's still in the original container I

this way he can sit next to my my mom and my dad you know they're on the mantle and uh everything oh my God I don't know what to say I'm like in shock thank you for what you do every day it's really appreciate it to have Mr Silva single me out to tell me personally thank you is worth more than any dime I'm just proud that I work for him and I'm proud I'm just proud it's an honor it's an honor Todd the thought of somebody treating you with disrespect really Disturbed me m I'm

incredibly proud of what we did that night I really am and start with you you spoke up you had the courage to speak up when I asked you you know I felt like it was my fault but then as I think about it I'm proud of what I did and I wouldn't change it no regrets when I found out that the team in that restaurant was not properly trained as a CEO I felt responsible I don't ever want to see that happen ever again just so you know Stevens is being retrained yeah because of the

experience that I had at your restaurant every new employee at Checkers and rallies is going to be trained on our values that's about treating everybody with a great deal of respect you inspired me to change the company how do you feel I feel good when we were on the grill you lit up like a light bulb but really you showed the passion for cooking but we want to put your dreams back on the table we're going to pay for you to go back to school and finish your culinary degree we're going to pay for everything

not only your tuition but all your books all your expenses so that you can finish that culinary degree thank you you told me about how much pressure you have because your mom counts on you to bring home the money yeah so we're going to give you $115,000 wow to help cover those expenses and help give you some relief thank you I I really appreciate it I I really feel like I need to give you a hug I really it feels so good it really does I'm going to stand up for what I believe [Music] in

it's my time to [Music] shine this week I learned that Checkers and rallies is much more than just a restaurant it's the people inside the restaurant in their everyday lives and their everyday struggles and how they make this brand what it it is our future lies right there [Music] [Music] stay tuned for scenes from our next episode e