Undercover Boss (2010) s05e12 Episode Script
Hudson Group
Since the premiere of Undercover Boss, more than 60 bosses have given away nearly $6 million I have a check for $250,000.
Oh, my God.
And implemented sweeping company-wide changes As a company, we're actually gonna restore the 401(K).
It's a million-dollar expense.
To benefit the lives of more than 40 million employees.
Whoo! Some people, I just want to punch them in the face sometimes.
But not everyone deserved to be rewarded.
Someone's not saying something.
Welcome to Moe's.
I've had one minute of training.
If you can't do it, then you can't do it.
I know how to grow some really good weed if you're really interested.
I'm talking to you 'cause you come back here, "I need dippin'.
I need dippin'.
" Y'all better chill.
Tonight the latest boss to meet the challenge is Joe Didomizio Oh, my goodness! You look like a fat daddy! I look like a fat daddy? The president and C.
E.
O.
of Hudson Group.
This travel retail giant is an iconic landmark at airports across north America.
By going undercover Hi, I'm Bobby.
I'm looking for Elizabeth.
And it's me.
This high-flying boss takes aim at finding the employees who keep his company making headlines.
No, no, no, no, no, no, no.
It's hot.
If you touch it, you might go up the roof or you might pee your pants.
Okay? All right, we go "enter.
" It's not coming up.
I've got this shuttle to catch, - and they're gonna leave in five minutes.
- Oh, I'm sorry.
What happens when this travel king discovers turmoil in the terminals? Uh-oh.
Our systems aren't quite as up to date, so it definitely makes the job a little harder.
Do you like doing this job? I don't mind working hard, but I like to feel appreciated.
Wow.
You don't feel appreciated? I don't think a lot of people do.
Find out next on Undercover Boss.
Undercover Boss 5x12 - Hudson Group Original air date January 31, 2014 Based in East Rutherford, New Jersey, and with more than Hudson Group is the largest travel retailer in the country.
Keeping this $900-million-a-year company and its 6,000 employees moving in the right direction is one man.
I'm Joe Didomizio.
I'm the president and C.
E.
O.
of Hudson Group.
Thank you.
Hudson Group is a travel retailer.
We're in transportation terminals, airports, rail terminals, bus terminals.
We sell snacks, magazines, books, electronics.
Bye.
Thank you.
We have one simple goal.
It's to be the traveler's best friend.
The original owners of our company were Robert and James Cohen.
Their primary business was magazine and book distribution.
My father joined the company as a retail executive in the early 1980s.
He developed a revolutionary concept that would serve the needs of travelers, first and foremost.
Then, in 1987, the first Hudson News opened at La Guardia Airport, and sales took off.
Today, with our parent company, Dufry A.
G.
, we operate more than 700 stores in 70 airports and transportation terminals across the U.
S.
and Canada.
I was born in Yonkers, New York.
As a kid, I loved playing soccer, and I ended up getting a scholarship to play soccer in college.
My freshman year, I was in great shape.
About a month into the season, I came down with type 1 diabetes.
When it first happened, I felt helpless.
It was like, "I was an iron man.
" "What is this? What happened?" "How do I have to deal with taking shots every day now?" It's something you have to overcome.
Life is full of adversities like that, and you have to be able to deal with them as you deal with them as they come.
I realized I wasn't gonna play professional.
So, when I graduated college, my father insisted, "you need to work in the stores.
" My father wanted me to learn the business from the ground up.
So I was waking up at 3:30 in the morning, opening stores at La Guardia Airport, closing them at 10:00 at night, and I did that for a couple years.
It was a grind, but it really gave me tenacity.
It gave me that desire to succeed.
Over the years, I learned design, construction, marketing, management, every aspect of what Hudson does.
In 2003, I became Executive Vice President, C.
O.
O.
, and then in 2008, president and C.
E.
O.
How do you feel about the signage? I love it when we say things like, "crunchy cravings".
I'm very hands-on with everything.
At times, I can be pretty stubborn.
It needs to look and feel local.
This doesn't look and feel local.
If you don't fit in, you're gonna get spit out.
What are you thinking for your disguise? I love the beach.
- So maybe I'm a beach bum.
- All right.
My dad started the Hudson news concept that built the success of this company.
He groomed me to be able to take over.
That's a huge responsibility to me.
I look like I hang out at the beach.
I'm going undercover because I want to make sure that culture of the traveler's best friend is something that is still penetrating through the entire organization.
While I'm undercover, I'll be posing as Bobby, a laid-back beach bum from Florida who dreams of winning the big prize.
I feel like Robin Williams in Mrs.
Doubtfire.
My team will be told they're on a hosted competition reality show where I will compete to win a trip around the world.
Dad? - Oh, my God.
- Oh, my goodness! You look like a fat daddy! I look like a fat daddy? Oh, my God.
- I'm gonna miss you.
- I'm gonna miss you.
I'm gonna miss you too.
The key elements to the success of the business is to evolve and constantly stay ahead of everyone before they have done it.
- Bye, dad.
- I love you.
- Bye, daddy.
- I love you.
If you don't evolve, you're not relevant, and if you're not relevant, you die.
- Bye, dad.
- Bye, dad.
Today I'm in Seattle-Tacoma International Airport, and I'm going to be working in our Alki Hudson News Bakery as a barista.
Can I have a latte, please? This new concept of offering baked goods and coffee is very important to the future of our business.
It's an example of how we're evolving from a store where you could just get a magazine to a place where you can get anything you need.
Hi, I'm Bobby.
- I'm looking for Elizabeth.
- Hi, Bobby.
And it's me.
So it's very important to see how we run coffee operations seamless with news.
This is your hat, and you must wear it properly.
And this is your apron.
Not like this.
Kind of looks nice on you, but, no.
When I first met Bobby, I thought he was goofy.
I think Bobby needs a haircut.
Let's go make coffee now.
All right.
Let's say somebody wants a tall latte.
We usually do regular milk.
Okay.
I've never done this, but I've seen this.
We put it here and Very important.
You do not touch this.
It's hot.
If you touch it, you might go up the roof, or you might pee your pants.
Okay? And then we just pour it all the way to the top.
Okay, so it's done.
We got the best coffee in the building.
- How do you know that? - 'Cause I work here.
Ma'am, can I help you? Yes, hi.
I'd like a tall vanilla latte.
A tall vanilla latte.
I can do that.
I'll just watch and be sure.
This goes here.
This goes here.
Don't forget your vanilla.
- That goes after, though.
- No, first.
Oh, I missed that.
- Put it under here.
- Good.
Got it.
No, no, no, no, no, no, no.
Is that enough? That's good? Yes.
She's right over there.
Whoop! - There you go, ma'am.
- Thank you so much.
Thank you.
Now I'll teach you how to do the register.
This scans no problem? - Look at that.
It's fast.
- Yep, and then you put "total.
" "Total" $2.
18.
Credit card.
Then what? And swipe it.
Then you say, "thank you, sir.
" - Thank you.
- Thank you, sir.
- How do you feel? Good? - I feel like Like you can do this now, huh? So I'm gonna leave you and clean outside, okay? - Okay.
Don't be far.
- I won't.
- Hey! - Hi.
How are you? Can I get a double short regular latte? Okay.
This goes on.
Cafe latte.
Okay.
And then where's the subtotal? Elizabeth? Subtotal? I've got to make a shuttle, okay? I'm going fast.
I'm going as fast as I can, sir.
I know you are.
All right, we go "enter.
" Okay.
It's not coming up.
I'm doing something wrong here.
It's not coming up.
That's Let's try it one more time.
Okay.
Total due.
I'm doing it right.
Okay.
I can give you a $50 if you've got the change.
I can do that.
I've got this shuttle to catch, and they're gonna leave in five minutes.
Oh, I'm sorry.
Your change is $44.
85.
Have a great day.
Good morning, ladies and gentlemen.
Welcome to Delta Airlines flight 4568.
Total is $4.
16.
There you go.
What did you give me? Elizabeth? I gave a customer the wrong change.
It frazzled me because of how quickly you have to move to take care of our travelers.
Elizabeth? And then a flight comes in, and you get hit with a wave of customers, overflowing and overflowing.
I'm blowing it.
Elizabeth? There you go.
- We're all set.
- Well it's more change.
What did you give me? I gave you a 10.
Elizabeth? I gave a customer the wrong change.
It frazzled me because of how quickly you have to move to take care of our travelers.
Elizabeth? He gave me a $10.
He's right.
-And he said you gave him - He's right.
- I put in $5.
It was my fault.
- Okay.
- I'm sorry about that.
- Bobby is having trouble.
He screwed up.
You got to learn to do it fast, because they don't want to stand around.
- Okay.
- I'll take care of this.
I have long lines sometimes clear all across the room.
I had to learn to work fast.
- Thank you.
- Okay? - Hey, Bobby.
- Hey.
This is a white grande, white chocolate.
$13.
92 is your change.
Thank you.
- Ma'am? - Mocha with whip.
How you doing, Bobby? I'm going as fast as I can, Elizabeth.
You're doing good.
Elizabeth is so great at her job.
- $1.
89.
- You're so fast.
You have to.
She's not only the traveler's best friend, she's helping make this concept of selling baked goods and coffee so successful for us.
- Have a good day.
- Thank you, you too.
Thank you.
- Let's clean the tables, okay? - Okay.
- Now, Bobby, do you have kids? - I have four children.
To me, being Filipina and Irish, family comes very important, you know? My daughter and my son and his two kids they live with me, but I pay for everything.
And it's it's I mean, I love having them, you know, stay there, but honest to God, I would like to live on my own.
You know, but You know, I have carpal tunnel.
And I should have surgery.
People keep saying, "why don't you stay home?" I don't have sick leave that I could stay home.
I have bills to pay.
My three fingers here are the worst.
It's kind of numb.
I had two hands, and I was struggling.
Yeah.
And my hands are working.
Not so great, but they're working.
Yeah, and then, you know, I'm diabetic, but, you know, I can work still.
I got it when I was a kid.
I have this.
Oh, really? I've heard of that.
'Cause I was taking shots, and this gives better control.
I hate the shots.
You know, I had so many on my tummy.
But it's my normal life.
Can't imagine what you're dealing with - with the carpal tunnel and the diabetes.
- Yeah.
And then taking care of your whole family.
- You got a huge responsibility.
- But, you know I don't think I have it bad.
I really don't.
Managing diabetes can be very burdensome at times.
Elizabeth has so many challenges and so much financial responsibility.
She shouldn't have to choose between fixing a medical issue for herself and taking care of her family.
- Our tables are aligned, right? - Yes, they are.
Hold on.
I want to make sure you're perfect at this.
Working with Elizabeth was great, but before I leave Seattle, I want to work in another one of our stores.
Our operation here has been an incubator of young talent that have become general managers throughout our entire organization.
I'm very interested in seeing how they are able to develop such great experience in our people.
Hi.
Jason? - Hello.
- Very nice to meet you.
- Hi, how are you? - Very good.
- Hey, Bobby Stevenson.
- Nice to meet you.
I do the sales and customer service.
We also, at this store, have a whole selection of books, and I think that's what I'm primarily gonna get you to help with today.
- Great.
- Let's go take a look.
I'm gonna follow you.
I'm in your good hands, sir.
This store has been recently renovated, probably about six months ago.
This used to be a full bookstore before this, but we do have two other full bookstores in the airport.
That's why we do have to run to the other bookstore every now and then, and we can pull stuff that they have too much of to help fill up ours while we're waiting for new orders to come in.
Is that hard to do? No, it's just time-consuming.
So what I think I'll do, I'll show you where our other store is, and then we can go down there and start collecting the new stock.
Sounds like a plan.
So, as you can see, this is our other Hudson bookstore.
So, looking up at the top, those are things that they have a lot of.
So we can take some of that.
Yeah, go ahead and grab two.
Perfect.
Grab two of those.
Two of these.
What about two of these? Yeah, actually, go ahead.
So, yeah, it's just a matter of going through and pulling out anything that you think is gonna be really popular.
So it really is based off of just knowledge of the store, knowledge of what sells.
Now I'll show you our computer system.
You would scan, "enter".
We're taking one out.
F4.
Down, over, nine.
So then F10, F10, - and that's taken away.
- Got it.
So you have to do that for every book that's on the display.
Okay.
All right, so Usually helps a little ways away.
Oh, a little ways away? Yeah.
There you go.
Okay, and then we go F4? - Yep.
- F4.
Bloodline is correct.
The arrow keys to go down to the "on hand".
You've got to be the traveler's best friend working for Hudson, and you can't be slow when you're doing that.
Can I see it for a second? Let's try Bobby's really gonna have to pick up the pace.
So now we have one more section to pull from.
What I'll do is I'll try to keep track of what movies are coming out, and if a movie is coming out, you want to start bringing in that book or even other books by the same author.
You seem like you know a lot about books.
Yeah.
I know what to order, and sometimes I write my own orders.
And so I'll pull in stuff that I think will sell.
And, yeah, it actually does sell really well.
And I'm I get a nice sense of pride when I order something in, I come in the next day, and it's sold.
Working with Jason, I was impressed by his knowledge of the product.
He really has a passion for books, and I can tell he has a lot of potential.
What are the best sellers in airports? I find I could be biased 'cause I like science fiction and fantasy, but I find that section tends to sell down the quickest.
- You like fantasy? - Yeah, quite a bit.
My wife we met online.
We were both playing the same video game.
What video game? We actually both played World of Warcraft.
I happened to be on the same server, which has a couple hundred thousand people.
She was in the game, and she asked for directions to find something, and we ended up spending the the evening I took her all around, showing her a whole bunch of different places.
- That's cool.
- Yep.
I think it's sweet how Jason met his wife.
Sometimes you find the person you love in a very strange way, by chance.
Where'd you go to college? I actually didn't go to college.
I left school, and I went back, and I got my G.
E.
D.
- You left high school? - Yeah, yeah.
- You seem really smart.
- I never felt challenged enough, and it wasn't the right situations for me.
Like, I didn't like school, I didn't like the bullying, all that kind of thing.
And I just wasn't enjoying it.
So we'll leave this for now, and I'll get you to help me straighten up and fill up the electronics.
- And leave those? - Yep.
Okay, all right.
- And so you just move them forward.
- Yep.
So you said you didn't want to go to school.
Yeah.
Was the bullying bad? I got pushed around, yelled at, and name-calling stuff like that, "stupid," "ugly," da-da-da, all that.
That can be emotionally draining.
Yeah, yeah, it definitely is.
They had me on medication when I was really young.
It made me jittery and depressed and, frankly, suicidal.
Listening to Jason talk about his stories of being bullied, that's just very emotional, especially when you have children.
When you wake up in the morning and think, "oh, I got to go to school and do this", "put up with this" and it's like, "no" - Wow.
- So Wow.
I would never want to see my children have to go through that type of anxiety.
Did you ever have the chance to be manager here? If I was a manager, I'd be working ten hours a day.
And it just it would be too difficult to balance my schedule and my wife's schedule and looking after the children.
Jason, I think, would certainly benefit from a mentor, from someone who's gone through some of the things he's going through.
It's all about the kids.
Growing up, I had my dad to teach me everything about the business and push me to reach my potential.
It makes me think that Jason just needs a little encouragement to advance in his career.
We'll take this down and we'll get it scanned into the other store.
Coming up This is one of the waters that does not scan well.
Joe finds trouble in Nashville.
Our systems aren't quite as up to date, so it definitely makes the job a little harder.
And later Do you like doing this job? The boss gets a dose of reality at a distribution center.
I like to feel appreciated.
You don't feel appreciated? I don't think a lot of people do.
Today I'm at Nashville International Airport, where I'll be working as a Hudson Group service associate.
Find everything okay? Nashville is one of our busiest markets, and I'm looking forward to seeing if they're able to handle the volume of passengers while still delivering the "traveler's best friend" standard of service.
Hey, I'm looking for Jessica.
- Hi.
That's me.
- Hi, Jessica.
How are you? - I'm Bobby.
- Hi, Bobby.
- Nice to meet you.
- Nice to meet you.
Well, welcome to the Nashville airport.
What we do is straighten, stock, and sell.
So today we're gonna have you straightening things around the store and ringing on the register.
- All right.
- All right, so Biggest part of everything we do here is customer service.
You want to make sure you're greeting every customer that comes in, and you want to make sure the store is clean.
What do you see that's out of place? - Nothing.
- Well, there's the problem.
This stuff needs to be picked up.
There's a couple things up here up top that you missed.
Oh.
Oh.
Whenever you're done with the candy, fix the ties, if you don't mind.
You ain't kidding, man.
- You don't stop.
- Nope.
All right, so this is our register.
We have a scanner.
Bar codes.
Just put it in front of there, it'll go, "dink"" and it'll pop up on the screen.
This is scary.
I'm not good with computers.
It's okay.
I have confidence in you, Bobby.
Did you find everything okay today? - Yep.
- All right.
And did you need anything to drink or any gum today? - No.
- All right.
So we'll just take the bar code, scan it in.
Pops up just like that.
So it adds everything up.
$7.
08 is your total, please.
Out of $10.
Thank you.
Your change is gonna be $2.
92, and would you like your receipt today, ma'am? - No, thank you.
- All right.
For those that do not want their receipt, rip them, and we put them in the trash can.
- Have a great flight today.
- Okay.
So that's pretty easy.
All right, you jump on.
Hi, how are you, sir? Would you like some candy? Not today.
That's good.
- "Plus".
- Yep.
- "Enter".
- Nope, that's good.
The total's right there "total due.
" $2.
78, sir.
Out of $3.
Bobby was a little slow on the register.
The first receipt is ours, second receipt is theirs.
- Yeah.
- And their card.
- Please.
- I'm sorry.
I was gonna keep it.
All right.
Have a great day, guys.
Hi.
How are you? Hi.
Good.
How are you? Great.
Would you like some candy? - I'm good.
Just the water.
- You're good? Okay.
Uh-oh.
This is one of the waters that does not scan well.
So, since it's not scanning, we'll go ahead and write it down on this piece of paper.
It's 04997704.
You said it's 0 Being able to conduct a transaction as simple and quickly as possible, that's being the traveler's best friend.
Sorry for the wait, guys.
- Just a moment.
- 704 The number-one product in that store is water.
Water not scanning is just unacceptable.
Our systems aren't quite as up to date, so it definitely makes the job a little harder.
Did you see the line we had? - Yeah, yeah.
- Yeah.
- I'd walk out.
- That happens.
- Exactly.
- People walk out? - People walk out.
- They do.
It happens.
Absolutely.
You know, with the whole receipt thing, actually, I really wish there was, like, a button.
You know, no receipt button.
Look at the trash can.
Do you see how many receipts we've thrown away? You know, it's it's it's not paradise, you know.
That's the first thing you've said that was negative all day.
"Not paradise".
I mean, I really love my job.
You know, these people want to have a good day, and, you know, happiness is infectious, and I try to pass that on.
But keep in mind, my day normally starts between 4:00 and 5:00 A.
M.
That's pretty early.
It is very early.
It's even earlier when you have to get a ride to work.
My transmission actually went out on my car about two months ago.
How are you getting here? Oh, me and the mister, with our three kids we actually live with my mom.
So I'm using my mom's van half the time and like, tonight I got to call her eventually and tell her to come pick me up, 'cause the mister's working a double, so It's amazing.
With three children, she can't get to work because she doesn't have a car.
She's just incredible in terms of her perseverance.
I went through a lot of things the year before my son was born.
I lost my full-time job, my apartment, my car at 24 years old and found out I was pregnant, all within, like, seven months.
Wow.
It was a really hard time in my life.
It was not good where I was.
And I learned a lot from that experience.
I learned a lot about myself.
And I'm really lucky to be where I am right now.
And I'm really grateful.
Jess is the traveler's best friend.
She's the person to make you smile when you're having a bad day.
No matter what her day is like, she's bright.
She's energetic.
Well, let's get you back to work.
- No, I like this.
- I know.
We definitely still have a job to do.
As my journey comes to an end, I've decided to stay in Nashville to work in one of our distribution centers.
Hi.
I'm looking for Charity.
I'm Charity.
- Hi.
- Hi, Charity.
I'm Bobby Stevenson.
Welcome to Nashville.
So today you're gonna help me pull some orders.
- So, if you'll come with me - Okay.
I'm really nervous to be doing this job today.
This is one of the few areas of our business that I don't have any experience in, and I really hope things are running smoothly here.
Hey, great.
Looking sharp.
Okay, it looks good.
Looks good.
Okay, so let's get to work.
- Uh-oh.
- And so this is the order that we're gonna pull today.
We're first gonna go into the cold room.
So the items that are in the cold room, I put a star on the sheet.
So Almond Toffee dark chocolate.
So the Toffee's over here.
There's a U.
P.
C.
number here.
So here's Almond Toffee dark chocolate.
This U.
P.
C.
number 1015.
So, yeah, that's the last four digits.
So I'm gonna pull one of those.
So you organize it by vendor? Uh-huh.
Anything that says Loveless Cafe is the vendor is gonna be here.
Here's Neely's barbecue sauce.
I'm just getting scared, 'cause there's a lot to know.
Uh-huh.
And I'm here for questions if you need them.
So the next one, Colts bolts bars.
Where do you think that's at? Colts bolts bars.
Wow.
Colts bolts bars.
Okay, you're getting close.
You're getting close.
- It's like Marco Polo.
- Colts bolts yeah.
So these would be the bars.
- Uh-huh.
- I think I'm getting it.
I think you are too.
Bobby Joe Stevenson's getting it.
- You're doing great.
- I think I'm good.
Okay, I'm gonna be right out here.
So, if you need anything at all, just come ask me.
I'll see you in a minute.
Okay.
Jumbo retro mop.
Jumbo retro Oh, my Lord.
Charity? Yep, we are out of that one.
I don't even have to look.
I know we're out of that.
- So you can just circle it.
- Okay.
I'm good.
Okay.
Old Smoky Distillery.
Old Smoky Distillery.
Where might this be? Wow.
This place is 7 square feet.
I can't find stuff in 7 square feet.
Charity? I felt a little lost.
I felt like a fish out of water.
So far, I haven't gotten one yet.
All right, well, we got to try to get the stuff out of the cold room done in about 20 minutes, so, you know It's important that we get the product - to the airport, so - So I'm not moving so fast.
- Is that what you're saying? - Right, yeah no.
No.
She was just being overly sweet with me but was saying, "hey, buddy, step on it.
" Wow, there's so many products.
I think Bobby was really anxious and kind of nervous.
Old where was that? Old Smoky? Remember, it's over here.
Yeah, there were a few things I told him, like, several times, and he kind of forgot.
Charity? Where's Charity? What's up, Bobby? You need something? I don't see any of these.
At this point, I don't think he could really cut it.
The Colts chocolates, remember, those were over here.
That was here, but it doesn't say Colts chocolate.
We're out of it.
But where's the label? We have a really fast-paced job, and that's kind of a not our priority to label stuff.
It's usually just kind of over here somewhere.
Kind of.
Okay.
I was seeing some inefficiency, like, the labels weren't always labeled properly.
Why is this not in order? I don't know.
That's just how they have it organized.
- How is it organized? - It's nothing I can control.
Just by vendor.
That list needs to be organized the way the warehouse is organized so it's a little easier.
The ones that I starred are the ones that are in here.
But it should come all together.
- That would be easier.
- Well, yeah.
The whole system at this warehouse is a little outdated.
I want to find ways to introduce technology that will help things run more efficiently.
Okay, I think I did it.
I think you did.
All right.
So here's the strawberry preserves.
These actually already have labels, so it's really important when we sticker them that we put it over that label.
And then just put back in the box.
This doesn't seem too painful.
Yeah.
Do you have kids? Yeah, we got four great kids.
That's why I'm trying to do this.
For the family.
Yeah.
That's why I do what I do too, for my family.
I want to help my mom.
I mean, my mom she works in a factory, and she's the hardest-working person I know.
Never complains about anything.
That's like you.
You know, my dad he passed away a few years ago, and - So you miss your dad? - Yeah.
It was really hard on, like, our whole family.
Yeah.
It was really hard for, like, my sister, and, you know she has, like, some addiction problems, and she doesn't she doesn't want to hurt my mom.
And sometimes she does, but she doesn't want to.
With her dad passing, with the challenges her sister is having, that's really, really tough.
But she still has an upbeat personality, and she still plugs her way through life.
Well, yeah, we'll finish doing these Do you like doing this job? Oh, I like to do, like, busywork and stay busy, so, yeah.
I don't mind working hard, but I like to feel appreciated.
Wow.
You don't feel appreciated? I don't think a lot of people do.
I mean, like, corporate people come around instead of just, like, looking at the stores, actually, like, say hi to the associates.
'Cause they don't do that.
Like, "we don't have time to say hi to you".
I mean, just "hi,", you know, like Really? "How's your day going?" it was very disappointing to me to hear her say that when the executives come through, they don't stop in and say hi or meet anybody.
Like, is that so hard? I don't think so.
Making my father proud of the way I run our business is extremely important to me.
So to see this disconnection really concerns me.
What are your future plans? There's a posi a management position opening up in Vegas.
You'd move out there? Yeah.
I got to think about, like, financially, 'cause, I mean, I have some student-loan debt.
How much debt was that? It was, like, $25,000, but now I have it to, like, $18,000, so Charity's such an amazing person.
She's so upbeat.
She's so spirited.
And she cares.
She tries.
We really have to make a better effort saying thank you.
So do you remember where this stuff goes? Not a chance.
Coming up The employees think they're going to decide whether or not Bobby deserves to win a big cash prize.
How will they react when the boss reveals his true identity? - I am Joe Didomizio.
- Wow.
- And you are on Undercover Boss.
- Oh, my God.
I've had an incredible undercover experience, but it's time for me to get back to work as president and C.
E.
O.
Today all of the employees think they're coming to the set of a reality show to hear the final results.
Hi, Elizabeth.
Oh, my God.
Tell me about Bobby.
Bobby is eccentric.
Did you ever meet me? I don't know if I did.
You look like Bobby.
How do you do, Bobby? You know how I knew it was you? - How? - Your smile.
- My smile gave it away.
- Yes, and your eyes.
I look like Bobby Stevenson, but I am Joe Didomizio.
You're the C.
E.
O.
of Hudson? Wow.
And you're on Undercover Boss.
Oh, wow.
Charity, I learned so much from you.
Aw, I'm glad.
The ones I starred are the ones that are in here.
But it should come all together.
- That would be easier.
- Well, yeah.
I'm going to have a team come into Nashville and organize the warehouse so that it makes your job much easier.
- Okay.
- I promise.
- Great.
- Right away.
Now, you told me feeling appreciated is the most important thing.
Yeah, like, I've heard a lot of people just tell me that they just kind of feel like a number.
And I know it's, like, a really big company, and that's, like, hard to do.
But I mean, I think it's possible.
I agree with you.
We have to do a better job of making sure great people like yourself feel appreciated.
Thank you for showing me this.
- Thank you for telling me this - No problem.
Because it was eye-opening.
Aw.
Now, you talked to me about a position in Las Vegas.
Are you interested in the position? Mm-hmm.
- You are? - Mm-hmm.
I'm promoting you to that position.
It's an 18% increase from where you are to be a Specialty Brands Manager in Las Vegas.
Wow.
I'm gonna pay for all of your relocation expenses.
Oh, my God.
Thank you so much.
That's awesome.
I know you're really tight with your mom.
You mentioned to me that your mom works in a factory.
Well, we have a very large operation in Las Vegas, and if your mom needs a job and wants to move with you Really? We'll make sure that happens.
I will make sure that happens.
Okay.
It's so unreal.
Is this really happening? I'm gonna be able to do more things for my family.
I'm gonna be able to start my own family.
You know, get married.
Like, I want to have my own family, you know.
I just feel like my life's kind of been on hold.
Thank you for giving me a chance.
You also told me that you have $18,000 of school debt.
Uh-huh.
I'm gonna pay for that debt all $18,000.
Oh, my God.
Wow.
So you have a lot of things going on in your life.
Your sister needs help.
So I'm gonna give you $30,000 Oh, my gosh.
To help with your family needs.
Oh, my God.
I don't know what to say.
Thank you so much.
You're so welcome.
It's awesome! I feel like I won the lottery or something.
Like, I'm just, like, floating and can't wait to, like, tell my family, tell my mom.
Whoo! Jessica you are such a ray of sunshine.
You showed me some challenges you were having at the register.
Everything can be upgraded.
This is one of the waters that does not scan well.
So, since it's not scanning, we'll go ahead and write it down on this piece of paper.
Well, I want you to know that over the course of the next three years, because of some of the things you told me, we're going to be investing over $12 million in our point-of-sale system.
I want it to be easy for you.
Okay, great.
Another good thing we're gonna fix.
My time with you, I have to say, - was the highlight of my trip.
- Really? We have great associates.
- You're on the next level.
- Thank you.
So I'm promoting you to customer service training manager, and this comes with a 40% pay increase.
Okay.
Thank you.
That will be fantastic.
Thank you.
You mentioned to me the transmission was going on your car, right? Yeah, it's done for.
We've just been waiting for my cousin to fix it.
You didn't pay for it yet, did you? - No, sir.
I haven't.
- You didn't.
Well, I really think you shouldn't, because I'm gonna get you a new car, one that's big enough for your entire family.
Thank you.
Thank you.
I greatly, greatly appreciate that.
Now, before you go, I have one more final thing for you.
I want to take the pressure off of you, so I am going to give you $40,000 to help you.
$40,000? Yes.
In addition to a car? That's amazing.
Thank you so much.
This will be a complete change for our life.
It means a lot to have Joe believe in me, but this just takes the cake.
The past seven years have been so hard, and I'm hoping better things for the next decade of my life.
This is gonna provide me with the opportunity to do that.
Jason, I really enjoyed my time working with you.
Thank you.
You're very smart.
You know a lot about books.
You know a lot about stores.
I was surprised, extremely surprised, when you said, "well, I'm happy not being a manager.
" If I was a manager, it would be too difficult to balance my schedule and my wife's schedule.
You've overcome so much in your life, but I think you may lack a little confidence.
Right.
My dad was always there to help guide my career.
I really want to become your mentor, because I see a lot of you in me.
Thank you.
Confidence I think that's what management builds.
I really want to see you take that next step.
So we're going to be promoting you to Manager of Books and Reading Material throughout Sea-Tac Airport.
I really look forward to that.
Thank you.
It's a big opportunity, and I'll make sure that I work hard to live up to it.
With the promotion, I'm going to be giving you a 45% increase.
Thank you very much.
That'll take so much pressure off when it comes to bills and keeping the kids fed and all that.
It'll be wonderful.
Now, I was looking up World of Warcraft a little bit, and I learned that they have a convention in Anaheim.
- Yes.
- Have you ever been? Nope.
BlizzCon.
I haven't been to any of them.
I've heard of them, and my wife and I always said it would be really fun to go together, but Well, I would like to send you and your wife to BlizzCon.
We're gonna have so much fun.
It'll be so amazing to go.
Thank you.
Now, I know you've had so many challenges financially.
So I want to do one final thing for you.
I'm going to give you $20,000.
Oh, wow.
That's so generous.
It's one of those things that's not gonna just help me.
It's gonna help the kids.
Thank you.
When I was in school, I couldn't have thought that anything like this might happen.
Thank you so much.
Bullying is not a part of everyday life when you get older.
As long as you do your job and you're doing it well and treating the people around you with respect and decency, then you're not gonna get picked on.
People give back to you what you give out to them.
You're a very special person, Elizabeth.
Oh, thank you.
I felt so comfortable working around you.
How you doing, Bobby? I'm going as fast as I can, Elizabeth.
You're doing good.
Most important, you were the traveler's best friend.
You know everybody.
I think people come to our Alki Bakery to see you.
Oh, that's nice.
Oh, I hope so.
But we do have the best coffee.
So you told me you have medical issues.
I know having diabetes how helpless I felt.
Do you feel similar with the carpal tunnel? Yes, when I do some work and I can't do it because my hands are not flexible.
I want to help you.
Oh.
- You do? - I do.
I want you to get the surgery.
I want you to get better.
I'm gonna pay for everything, and I'm going to make sure that you're paid full while the time you take to recover.
Oh, that's nice.
Thank you so much.
You don't know how relieved I am.
And then I'm gonna go call up the doc and say, "guess what.
Let's do it".
You take care of so many people your son, your daughter, your grandchildren.
You work so hard for them.
I want to make it easier for you.
So, for the next year, I am going to pay your rent in full.
That's $1,200 a month, $15,000 approximately for the year.
Really? Oh.
I don't want to cry, 'cause I'm I look ugly when I cry, but oh, thank you so much.
You're so generous.
You didn't have to do this, 'cause I like what I'm doing.
I really do.
Oh, thank you so much.
From my family and from me too, thank you.
You've been here ten years working for us, since we've been here, and I really appreciate how much you do for us, so there is one more thing I want to do for you.
Okay.
I want to give you $20,000 so that you have retirement, you have trips, and you can relax a little more since you're working so hard.
Oh, my God.
I don't even I've never seen that much money.
$20,000.
Oh, my God.
Thank you so much.
You are one beautiful man Not because you got a haircut, but because you are.
You like this cut better? I like this better.
And you know what? I haven't been hugged by a man in a long time.
Well, come here.
Hug me.
Oh, thank you.
$20,000? Oh, my God.
I can't begin to tell you how happy I am and how happy he made me today.
Don't tell Joe I said this, but you know what? He's so good-looking too.
Oh, my God, I didn't think he was that good-looking.
Oh, my God.
And implemented sweeping company-wide changes As a company, we're actually gonna restore the 401(K).
It's a million-dollar expense.
To benefit the lives of more than 40 million employees.
Whoo! Some people, I just want to punch them in the face sometimes.
But not everyone deserved to be rewarded.
Someone's not saying something.
Welcome to Moe's.
I've had one minute of training.
If you can't do it, then you can't do it.
I know how to grow some really good weed if you're really interested.
I'm talking to you 'cause you come back here, "I need dippin'.
I need dippin'.
" Y'all better chill.
Tonight the latest boss to meet the challenge is Joe Didomizio Oh, my goodness! You look like a fat daddy! I look like a fat daddy? The president and C.
E.
O.
of Hudson Group.
This travel retail giant is an iconic landmark at airports across north America.
By going undercover Hi, I'm Bobby.
I'm looking for Elizabeth.
And it's me.
This high-flying boss takes aim at finding the employees who keep his company making headlines.
No, no, no, no, no, no, no.
It's hot.
If you touch it, you might go up the roof or you might pee your pants.
Okay? All right, we go "enter.
" It's not coming up.
I've got this shuttle to catch, - and they're gonna leave in five minutes.
- Oh, I'm sorry.
What happens when this travel king discovers turmoil in the terminals? Uh-oh.
Our systems aren't quite as up to date, so it definitely makes the job a little harder.
Do you like doing this job? I don't mind working hard, but I like to feel appreciated.
Wow.
You don't feel appreciated? I don't think a lot of people do.
Find out next on Undercover Boss.
Undercover Boss 5x12 - Hudson Group Original air date January 31, 2014 Based in East Rutherford, New Jersey, and with more than Hudson Group is the largest travel retailer in the country.
Keeping this $900-million-a-year company and its 6,000 employees moving in the right direction is one man.
I'm Joe Didomizio.
I'm the president and C.
E.
O.
of Hudson Group.
Thank you.
Hudson Group is a travel retailer.
We're in transportation terminals, airports, rail terminals, bus terminals.
We sell snacks, magazines, books, electronics.
Bye.
Thank you.
We have one simple goal.
It's to be the traveler's best friend.
The original owners of our company were Robert and James Cohen.
Their primary business was magazine and book distribution.
My father joined the company as a retail executive in the early 1980s.
He developed a revolutionary concept that would serve the needs of travelers, first and foremost.
Then, in 1987, the first Hudson News opened at La Guardia Airport, and sales took off.
Today, with our parent company, Dufry A.
G.
, we operate more than 700 stores in 70 airports and transportation terminals across the U.
S.
and Canada.
I was born in Yonkers, New York.
As a kid, I loved playing soccer, and I ended up getting a scholarship to play soccer in college.
My freshman year, I was in great shape.
About a month into the season, I came down with type 1 diabetes.
When it first happened, I felt helpless.
It was like, "I was an iron man.
" "What is this? What happened?" "How do I have to deal with taking shots every day now?" It's something you have to overcome.
Life is full of adversities like that, and you have to be able to deal with them as you deal with them as they come.
I realized I wasn't gonna play professional.
So, when I graduated college, my father insisted, "you need to work in the stores.
" My father wanted me to learn the business from the ground up.
So I was waking up at 3:30 in the morning, opening stores at La Guardia Airport, closing them at 10:00 at night, and I did that for a couple years.
It was a grind, but it really gave me tenacity.
It gave me that desire to succeed.
Over the years, I learned design, construction, marketing, management, every aspect of what Hudson does.
In 2003, I became Executive Vice President, C.
O.
O.
, and then in 2008, president and C.
E.
O.
How do you feel about the signage? I love it when we say things like, "crunchy cravings".
I'm very hands-on with everything.
At times, I can be pretty stubborn.
It needs to look and feel local.
This doesn't look and feel local.
If you don't fit in, you're gonna get spit out.
What are you thinking for your disguise? I love the beach.
- So maybe I'm a beach bum.
- All right.
My dad started the Hudson news concept that built the success of this company.
He groomed me to be able to take over.
That's a huge responsibility to me.
I look like I hang out at the beach.
I'm going undercover because I want to make sure that culture of the traveler's best friend is something that is still penetrating through the entire organization.
While I'm undercover, I'll be posing as Bobby, a laid-back beach bum from Florida who dreams of winning the big prize.
I feel like Robin Williams in Mrs.
Doubtfire.
My team will be told they're on a hosted competition reality show where I will compete to win a trip around the world.
Dad? - Oh, my God.
- Oh, my goodness! You look like a fat daddy! I look like a fat daddy? Oh, my God.
- I'm gonna miss you.
- I'm gonna miss you.
I'm gonna miss you too.
The key elements to the success of the business is to evolve and constantly stay ahead of everyone before they have done it.
- Bye, dad.
- I love you.
- Bye, daddy.
- I love you.
If you don't evolve, you're not relevant, and if you're not relevant, you die.
- Bye, dad.
- Bye, dad.
Today I'm in Seattle-Tacoma International Airport, and I'm going to be working in our Alki Hudson News Bakery as a barista.
Can I have a latte, please? This new concept of offering baked goods and coffee is very important to the future of our business.
It's an example of how we're evolving from a store where you could just get a magazine to a place where you can get anything you need.
Hi, I'm Bobby.
- I'm looking for Elizabeth.
- Hi, Bobby.
And it's me.
So it's very important to see how we run coffee operations seamless with news.
This is your hat, and you must wear it properly.
And this is your apron.
Not like this.
Kind of looks nice on you, but, no.
When I first met Bobby, I thought he was goofy.
I think Bobby needs a haircut.
Let's go make coffee now.
All right.
Let's say somebody wants a tall latte.
We usually do regular milk.
Okay.
I've never done this, but I've seen this.
We put it here and Very important.
You do not touch this.
It's hot.
If you touch it, you might go up the roof, or you might pee your pants.
Okay? And then we just pour it all the way to the top.
Okay, so it's done.
We got the best coffee in the building.
- How do you know that? - 'Cause I work here.
Ma'am, can I help you? Yes, hi.
I'd like a tall vanilla latte.
A tall vanilla latte.
I can do that.
I'll just watch and be sure.
This goes here.
This goes here.
Don't forget your vanilla.
- That goes after, though.
- No, first.
Oh, I missed that.
- Put it under here.
- Good.
Got it.
No, no, no, no, no, no, no.
Is that enough? That's good? Yes.
She's right over there.
Whoop! - There you go, ma'am.
- Thank you so much.
Thank you.
Now I'll teach you how to do the register.
This scans no problem? - Look at that.
It's fast.
- Yep, and then you put "total.
" "Total" $2.
18.
Credit card.
Then what? And swipe it.
Then you say, "thank you, sir.
" - Thank you.
- Thank you, sir.
- How do you feel? Good? - I feel like Like you can do this now, huh? So I'm gonna leave you and clean outside, okay? - Okay.
Don't be far.
- I won't.
- Hey! - Hi.
How are you? Can I get a double short regular latte? Okay.
This goes on.
Cafe latte.
Okay.
And then where's the subtotal? Elizabeth? Subtotal? I've got to make a shuttle, okay? I'm going fast.
I'm going as fast as I can, sir.
I know you are.
All right, we go "enter.
" Okay.
It's not coming up.
I'm doing something wrong here.
It's not coming up.
That's Let's try it one more time.
Okay.
Total due.
I'm doing it right.
Okay.
I can give you a $50 if you've got the change.
I can do that.
I've got this shuttle to catch, and they're gonna leave in five minutes.
Oh, I'm sorry.
Your change is $44.
85.
Have a great day.
Good morning, ladies and gentlemen.
Welcome to Delta Airlines flight 4568.
Total is $4.
16.
There you go.
What did you give me? Elizabeth? I gave a customer the wrong change.
It frazzled me because of how quickly you have to move to take care of our travelers.
Elizabeth? And then a flight comes in, and you get hit with a wave of customers, overflowing and overflowing.
I'm blowing it.
Elizabeth? There you go.
- We're all set.
- Well it's more change.
What did you give me? I gave you a 10.
Elizabeth? I gave a customer the wrong change.
It frazzled me because of how quickly you have to move to take care of our travelers.
Elizabeth? He gave me a $10.
He's right.
-And he said you gave him - He's right.
- I put in $5.
It was my fault.
- Okay.
- I'm sorry about that.
- Bobby is having trouble.
He screwed up.
You got to learn to do it fast, because they don't want to stand around.
- Okay.
- I'll take care of this.
I have long lines sometimes clear all across the room.
I had to learn to work fast.
- Thank you.
- Okay? - Hey, Bobby.
- Hey.
This is a white grande, white chocolate.
$13.
92 is your change.
Thank you.
- Ma'am? - Mocha with whip.
How you doing, Bobby? I'm going as fast as I can, Elizabeth.
You're doing good.
Elizabeth is so great at her job.
- $1.
89.
- You're so fast.
You have to.
She's not only the traveler's best friend, she's helping make this concept of selling baked goods and coffee so successful for us.
- Have a good day.
- Thank you, you too.
Thank you.
- Let's clean the tables, okay? - Okay.
- Now, Bobby, do you have kids? - I have four children.
To me, being Filipina and Irish, family comes very important, you know? My daughter and my son and his two kids they live with me, but I pay for everything.
And it's it's I mean, I love having them, you know, stay there, but honest to God, I would like to live on my own.
You know, but You know, I have carpal tunnel.
And I should have surgery.
People keep saying, "why don't you stay home?" I don't have sick leave that I could stay home.
I have bills to pay.
My three fingers here are the worst.
It's kind of numb.
I had two hands, and I was struggling.
Yeah.
And my hands are working.
Not so great, but they're working.
Yeah, and then, you know, I'm diabetic, but, you know, I can work still.
I got it when I was a kid.
I have this.
Oh, really? I've heard of that.
'Cause I was taking shots, and this gives better control.
I hate the shots.
You know, I had so many on my tummy.
But it's my normal life.
Can't imagine what you're dealing with - with the carpal tunnel and the diabetes.
- Yeah.
And then taking care of your whole family.
- You got a huge responsibility.
- But, you know I don't think I have it bad.
I really don't.
Managing diabetes can be very burdensome at times.
Elizabeth has so many challenges and so much financial responsibility.
She shouldn't have to choose between fixing a medical issue for herself and taking care of her family.
- Our tables are aligned, right? - Yes, they are.
Hold on.
I want to make sure you're perfect at this.
Working with Elizabeth was great, but before I leave Seattle, I want to work in another one of our stores.
Our operation here has been an incubator of young talent that have become general managers throughout our entire organization.
I'm very interested in seeing how they are able to develop such great experience in our people.
Hi.
Jason? - Hello.
- Very nice to meet you.
- Hi, how are you? - Very good.
- Hey, Bobby Stevenson.
- Nice to meet you.
I do the sales and customer service.
We also, at this store, have a whole selection of books, and I think that's what I'm primarily gonna get you to help with today.
- Great.
- Let's go take a look.
I'm gonna follow you.
I'm in your good hands, sir.
This store has been recently renovated, probably about six months ago.
This used to be a full bookstore before this, but we do have two other full bookstores in the airport.
That's why we do have to run to the other bookstore every now and then, and we can pull stuff that they have too much of to help fill up ours while we're waiting for new orders to come in.
Is that hard to do? No, it's just time-consuming.
So what I think I'll do, I'll show you where our other store is, and then we can go down there and start collecting the new stock.
Sounds like a plan.
So, as you can see, this is our other Hudson bookstore.
So, looking up at the top, those are things that they have a lot of.
So we can take some of that.
Yeah, go ahead and grab two.
Perfect.
Grab two of those.
Two of these.
What about two of these? Yeah, actually, go ahead.
So, yeah, it's just a matter of going through and pulling out anything that you think is gonna be really popular.
So it really is based off of just knowledge of the store, knowledge of what sells.
Now I'll show you our computer system.
You would scan, "enter".
We're taking one out.
F4.
Down, over, nine.
So then F10, F10, - and that's taken away.
- Got it.
So you have to do that for every book that's on the display.
Okay.
All right, so Usually helps a little ways away.
Oh, a little ways away? Yeah.
There you go.
Okay, and then we go F4? - Yep.
- F4.
Bloodline is correct.
The arrow keys to go down to the "on hand".
You've got to be the traveler's best friend working for Hudson, and you can't be slow when you're doing that.
Can I see it for a second? Let's try Bobby's really gonna have to pick up the pace.
So now we have one more section to pull from.
What I'll do is I'll try to keep track of what movies are coming out, and if a movie is coming out, you want to start bringing in that book or even other books by the same author.
You seem like you know a lot about books.
Yeah.
I know what to order, and sometimes I write my own orders.
And so I'll pull in stuff that I think will sell.
And, yeah, it actually does sell really well.
And I'm I get a nice sense of pride when I order something in, I come in the next day, and it's sold.
Working with Jason, I was impressed by his knowledge of the product.
He really has a passion for books, and I can tell he has a lot of potential.
What are the best sellers in airports? I find I could be biased 'cause I like science fiction and fantasy, but I find that section tends to sell down the quickest.
- You like fantasy? - Yeah, quite a bit.
My wife we met online.
We were both playing the same video game.
What video game? We actually both played World of Warcraft.
I happened to be on the same server, which has a couple hundred thousand people.
She was in the game, and she asked for directions to find something, and we ended up spending the the evening I took her all around, showing her a whole bunch of different places.
- That's cool.
- Yep.
I think it's sweet how Jason met his wife.
Sometimes you find the person you love in a very strange way, by chance.
Where'd you go to college? I actually didn't go to college.
I left school, and I went back, and I got my G.
E.
D.
- You left high school? - Yeah, yeah.
- You seem really smart.
- I never felt challenged enough, and it wasn't the right situations for me.
Like, I didn't like school, I didn't like the bullying, all that kind of thing.
And I just wasn't enjoying it.
So we'll leave this for now, and I'll get you to help me straighten up and fill up the electronics.
- And leave those? - Yep.
Okay, all right.
- And so you just move them forward.
- Yep.
So you said you didn't want to go to school.
Yeah.
Was the bullying bad? I got pushed around, yelled at, and name-calling stuff like that, "stupid," "ugly," da-da-da, all that.
That can be emotionally draining.
Yeah, yeah, it definitely is.
They had me on medication when I was really young.
It made me jittery and depressed and, frankly, suicidal.
Listening to Jason talk about his stories of being bullied, that's just very emotional, especially when you have children.
When you wake up in the morning and think, "oh, I got to go to school and do this", "put up with this" and it's like, "no" - Wow.
- So Wow.
I would never want to see my children have to go through that type of anxiety.
Did you ever have the chance to be manager here? If I was a manager, I'd be working ten hours a day.
And it just it would be too difficult to balance my schedule and my wife's schedule and looking after the children.
Jason, I think, would certainly benefit from a mentor, from someone who's gone through some of the things he's going through.
It's all about the kids.
Growing up, I had my dad to teach me everything about the business and push me to reach my potential.
It makes me think that Jason just needs a little encouragement to advance in his career.
We'll take this down and we'll get it scanned into the other store.
Coming up This is one of the waters that does not scan well.
Joe finds trouble in Nashville.
Our systems aren't quite as up to date, so it definitely makes the job a little harder.
And later Do you like doing this job? The boss gets a dose of reality at a distribution center.
I like to feel appreciated.
You don't feel appreciated? I don't think a lot of people do.
Today I'm at Nashville International Airport, where I'll be working as a Hudson Group service associate.
Find everything okay? Nashville is one of our busiest markets, and I'm looking forward to seeing if they're able to handle the volume of passengers while still delivering the "traveler's best friend" standard of service.
Hey, I'm looking for Jessica.
- Hi.
That's me.
- Hi, Jessica.
How are you? - I'm Bobby.
- Hi, Bobby.
- Nice to meet you.
- Nice to meet you.
Well, welcome to the Nashville airport.
What we do is straighten, stock, and sell.
So today we're gonna have you straightening things around the store and ringing on the register.
- All right.
- All right, so Biggest part of everything we do here is customer service.
You want to make sure you're greeting every customer that comes in, and you want to make sure the store is clean.
What do you see that's out of place? - Nothing.
- Well, there's the problem.
This stuff needs to be picked up.
There's a couple things up here up top that you missed.
Oh.
Oh.
Whenever you're done with the candy, fix the ties, if you don't mind.
You ain't kidding, man.
- You don't stop.
- Nope.
All right, so this is our register.
We have a scanner.
Bar codes.
Just put it in front of there, it'll go, "dink"" and it'll pop up on the screen.
This is scary.
I'm not good with computers.
It's okay.
I have confidence in you, Bobby.
Did you find everything okay today? - Yep.
- All right.
And did you need anything to drink or any gum today? - No.
- All right.
So we'll just take the bar code, scan it in.
Pops up just like that.
So it adds everything up.
$7.
08 is your total, please.
Out of $10.
Thank you.
Your change is gonna be $2.
92, and would you like your receipt today, ma'am? - No, thank you.
- All right.
For those that do not want their receipt, rip them, and we put them in the trash can.
- Have a great flight today.
- Okay.
So that's pretty easy.
All right, you jump on.
Hi, how are you, sir? Would you like some candy? Not today.
That's good.
- "Plus".
- Yep.
- "Enter".
- Nope, that's good.
The total's right there "total due.
" $2.
78, sir.
Out of $3.
Bobby was a little slow on the register.
The first receipt is ours, second receipt is theirs.
- Yeah.
- And their card.
- Please.
- I'm sorry.
I was gonna keep it.
All right.
Have a great day, guys.
Hi.
How are you? Hi.
Good.
How are you? Great.
Would you like some candy? - I'm good.
Just the water.
- You're good? Okay.
Uh-oh.
This is one of the waters that does not scan well.
So, since it's not scanning, we'll go ahead and write it down on this piece of paper.
It's 04997704.
You said it's 0 Being able to conduct a transaction as simple and quickly as possible, that's being the traveler's best friend.
Sorry for the wait, guys.
- Just a moment.
- 704 The number-one product in that store is water.
Water not scanning is just unacceptable.
Our systems aren't quite as up to date, so it definitely makes the job a little harder.
Did you see the line we had? - Yeah, yeah.
- Yeah.
- I'd walk out.
- That happens.
- Exactly.
- People walk out? - People walk out.
- They do.
It happens.
Absolutely.
You know, with the whole receipt thing, actually, I really wish there was, like, a button.
You know, no receipt button.
Look at the trash can.
Do you see how many receipts we've thrown away? You know, it's it's it's not paradise, you know.
That's the first thing you've said that was negative all day.
"Not paradise".
I mean, I really love my job.
You know, these people want to have a good day, and, you know, happiness is infectious, and I try to pass that on.
But keep in mind, my day normally starts between 4:00 and 5:00 A.
M.
That's pretty early.
It is very early.
It's even earlier when you have to get a ride to work.
My transmission actually went out on my car about two months ago.
How are you getting here? Oh, me and the mister, with our three kids we actually live with my mom.
So I'm using my mom's van half the time and like, tonight I got to call her eventually and tell her to come pick me up, 'cause the mister's working a double, so It's amazing.
With three children, she can't get to work because she doesn't have a car.
She's just incredible in terms of her perseverance.
I went through a lot of things the year before my son was born.
I lost my full-time job, my apartment, my car at 24 years old and found out I was pregnant, all within, like, seven months.
Wow.
It was a really hard time in my life.
It was not good where I was.
And I learned a lot from that experience.
I learned a lot about myself.
And I'm really lucky to be where I am right now.
And I'm really grateful.
Jess is the traveler's best friend.
She's the person to make you smile when you're having a bad day.
No matter what her day is like, she's bright.
She's energetic.
Well, let's get you back to work.
- No, I like this.
- I know.
We definitely still have a job to do.
As my journey comes to an end, I've decided to stay in Nashville to work in one of our distribution centers.
Hi.
I'm looking for Charity.
I'm Charity.
- Hi.
- Hi, Charity.
I'm Bobby Stevenson.
Welcome to Nashville.
So today you're gonna help me pull some orders.
- So, if you'll come with me - Okay.
I'm really nervous to be doing this job today.
This is one of the few areas of our business that I don't have any experience in, and I really hope things are running smoothly here.
Hey, great.
Looking sharp.
Okay, it looks good.
Looks good.
Okay, so let's get to work.
- Uh-oh.
- And so this is the order that we're gonna pull today.
We're first gonna go into the cold room.
So the items that are in the cold room, I put a star on the sheet.
So Almond Toffee dark chocolate.
So the Toffee's over here.
There's a U.
P.
C.
number here.
So here's Almond Toffee dark chocolate.
This U.
P.
C.
number 1015.
So, yeah, that's the last four digits.
So I'm gonna pull one of those.
So you organize it by vendor? Uh-huh.
Anything that says Loveless Cafe is the vendor is gonna be here.
Here's Neely's barbecue sauce.
I'm just getting scared, 'cause there's a lot to know.
Uh-huh.
And I'm here for questions if you need them.
So the next one, Colts bolts bars.
Where do you think that's at? Colts bolts bars.
Wow.
Colts bolts bars.
Okay, you're getting close.
You're getting close.
- It's like Marco Polo.
- Colts bolts yeah.
So these would be the bars.
- Uh-huh.
- I think I'm getting it.
I think you are too.
Bobby Joe Stevenson's getting it.
- You're doing great.
- I think I'm good.
Okay, I'm gonna be right out here.
So, if you need anything at all, just come ask me.
I'll see you in a minute.
Okay.
Jumbo retro mop.
Jumbo retro Oh, my Lord.
Charity? Yep, we are out of that one.
I don't even have to look.
I know we're out of that.
- So you can just circle it.
- Okay.
I'm good.
Okay.
Old Smoky Distillery.
Old Smoky Distillery.
Where might this be? Wow.
This place is 7 square feet.
I can't find stuff in 7 square feet.
Charity? I felt a little lost.
I felt like a fish out of water.
So far, I haven't gotten one yet.
All right, well, we got to try to get the stuff out of the cold room done in about 20 minutes, so, you know It's important that we get the product - to the airport, so - So I'm not moving so fast.
- Is that what you're saying? - Right, yeah no.
No.
She was just being overly sweet with me but was saying, "hey, buddy, step on it.
" Wow, there's so many products.
I think Bobby was really anxious and kind of nervous.
Old where was that? Old Smoky? Remember, it's over here.
Yeah, there were a few things I told him, like, several times, and he kind of forgot.
Charity? Where's Charity? What's up, Bobby? You need something? I don't see any of these.
At this point, I don't think he could really cut it.
The Colts chocolates, remember, those were over here.
That was here, but it doesn't say Colts chocolate.
We're out of it.
But where's the label? We have a really fast-paced job, and that's kind of a not our priority to label stuff.
It's usually just kind of over here somewhere.
Kind of.
Okay.
I was seeing some inefficiency, like, the labels weren't always labeled properly.
Why is this not in order? I don't know.
That's just how they have it organized.
- How is it organized? - It's nothing I can control.
Just by vendor.
That list needs to be organized the way the warehouse is organized so it's a little easier.
The ones that I starred are the ones that are in here.
But it should come all together.
- That would be easier.
- Well, yeah.
The whole system at this warehouse is a little outdated.
I want to find ways to introduce technology that will help things run more efficiently.
Okay, I think I did it.
I think you did.
All right.
So here's the strawberry preserves.
These actually already have labels, so it's really important when we sticker them that we put it over that label.
And then just put back in the box.
This doesn't seem too painful.
Yeah.
Do you have kids? Yeah, we got four great kids.
That's why I'm trying to do this.
For the family.
Yeah.
That's why I do what I do too, for my family.
I want to help my mom.
I mean, my mom she works in a factory, and she's the hardest-working person I know.
Never complains about anything.
That's like you.
You know, my dad he passed away a few years ago, and - So you miss your dad? - Yeah.
It was really hard on, like, our whole family.
Yeah.
It was really hard for, like, my sister, and, you know she has, like, some addiction problems, and she doesn't she doesn't want to hurt my mom.
And sometimes she does, but she doesn't want to.
With her dad passing, with the challenges her sister is having, that's really, really tough.
But she still has an upbeat personality, and she still plugs her way through life.
Well, yeah, we'll finish doing these Do you like doing this job? Oh, I like to do, like, busywork and stay busy, so, yeah.
I don't mind working hard, but I like to feel appreciated.
Wow.
You don't feel appreciated? I don't think a lot of people do.
I mean, like, corporate people come around instead of just, like, looking at the stores, actually, like, say hi to the associates.
'Cause they don't do that.
Like, "we don't have time to say hi to you".
I mean, just "hi,", you know, like Really? "How's your day going?" it was very disappointing to me to hear her say that when the executives come through, they don't stop in and say hi or meet anybody.
Like, is that so hard? I don't think so.
Making my father proud of the way I run our business is extremely important to me.
So to see this disconnection really concerns me.
What are your future plans? There's a posi a management position opening up in Vegas.
You'd move out there? Yeah.
I got to think about, like, financially, 'cause, I mean, I have some student-loan debt.
How much debt was that? It was, like, $25,000, but now I have it to, like, $18,000, so Charity's such an amazing person.
She's so upbeat.
She's so spirited.
And she cares.
She tries.
We really have to make a better effort saying thank you.
So do you remember where this stuff goes? Not a chance.
Coming up The employees think they're going to decide whether or not Bobby deserves to win a big cash prize.
How will they react when the boss reveals his true identity? - I am Joe Didomizio.
- Wow.
- And you are on Undercover Boss.
- Oh, my God.
I've had an incredible undercover experience, but it's time for me to get back to work as president and C.
E.
O.
Today all of the employees think they're coming to the set of a reality show to hear the final results.
Hi, Elizabeth.
Oh, my God.
Tell me about Bobby.
Bobby is eccentric.
Did you ever meet me? I don't know if I did.
You look like Bobby.
How do you do, Bobby? You know how I knew it was you? - How? - Your smile.
- My smile gave it away.
- Yes, and your eyes.
I look like Bobby Stevenson, but I am Joe Didomizio.
You're the C.
E.
O.
of Hudson? Wow.
And you're on Undercover Boss.
Oh, wow.
Charity, I learned so much from you.
Aw, I'm glad.
The ones I starred are the ones that are in here.
But it should come all together.
- That would be easier.
- Well, yeah.
I'm going to have a team come into Nashville and organize the warehouse so that it makes your job much easier.
- Okay.
- I promise.
- Great.
- Right away.
Now, you told me feeling appreciated is the most important thing.
Yeah, like, I've heard a lot of people just tell me that they just kind of feel like a number.
And I know it's, like, a really big company, and that's, like, hard to do.
But I mean, I think it's possible.
I agree with you.
We have to do a better job of making sure great people like yourself feel appreciated.
Thank you for showing me this.
- Thank you for telling me this - No problem.
Because it was eye-opening.
Aw.
Now, you talked to me about a position in Las Vegas.
Are you interested in the position? Mm-hmm.
- You are? - Mm-hmm.
I'm promoting you to that position.
It's an 18% increase from where you are to be a Specialty Brands Manager in Las Vegas.
Wow.
I'm gonna pay for all of your relocation expenses.
Oh, my God.
Thank you so much.
That's awesome.
I know you're really tight with your mom.
You mentioned to me that your mom works in a factory.
Well, we have a very large operation in Las Vegas, and if your mom needs a job and wants to move with you Really? We'll make sure that happens.
I will make sure that happens.
Okay.
It's so unreal.
Is this really happening? I'm gonna be able to do more things for my family.
I'm gonna be able to start my own family.
You know, get married.
Like, I want to have my own family, you know.
I just feel like my life's kind of been on hold.
Thank you for giving me a chance.
You also told me that you have $18,000 of school debt.
Uh-huh.
I'm gonna pay for that debt all $18,000.
Oh, my God.
Wow.
So you have a lot of things going on in your life.
Your sister needs help.
So I'm gonna give you $30,000 Oh, my gosh.
To help with your family needs.
Oh, my God.
I don't know what to say.
Thank you so much.
You're so welcome.
It's awesome! I feel like I won the lottery or something.
Like, I'm just, like, floating and can't wait to, like, tell my family, tell my mom.
Whoo! Jessica you are such a ray of sunshine.
You showed me some challenges you were having at the register.
Everything can be upgraded.
This is one of the waters that does not scan well.
So, since it's not scanning, we'll go ahead and write it down on this piece of paper.
Well, I want you to know that over the course of the next three years, because of some of the things you told me, we're going to be investing over $12 million in our point-of-sale system.
I want it to be easy for you.
Okay, great.
Another good thing we're gonna fix.
My time with you, I have to say, - was the highlight of my trip.
- Really? We have great associates.
- You're on the next level.
- Thank you.
So I'm promoting you to customer service training manager, and this comes with a 40% pay increase.
Okay.
Thank you.
That will be fantastic.
Thank you.
You mentioned to me the transmission was going on your car, right? Yeah, it's done for.
We've just been waiting for my cousin to fix it.
You didn't pay for it yet, did you? - No, sir.
I haven't.
- You didn't.
Well, I really think you shouldn't, because I'm gonna get you a new car, one that's big enough for your entire family.
Thank you.
Thank you.
I greatly, greatly appreciate that.
Now, before you go, I have one more final thing for you.
I want to take the pressure off of you, so I am going to give you $40,000 to help you.
$40,000? Yes.
In addition to a car? That's amazing.
Thank you so much.
This will be a complete change for our life.
It means a lot to have Joe believe in me, but this just takes the cake.
The past seven years have been so hard, and I'm hoping better things for the next decade of my life.
This is gonna provide me with the opportunity to do that.
Jason, I really enjoyed my time working with you.
Thank you.
You're very smart.
You know a lot about books.
You know a lot about stores.
I was surprised, extremely surprised, when you said, "well, I'm happy not being a manager.
" If I was a manager, it would be too difficult to balance my schedule and my wife's schedule.
You've overcome so much in your life, but I think you may lack a little confidence.
Right.
My dad was always there to help guide my career.
I really want to become your mentor, because I see a lot of you in me.
Thank you.
Confidence I think that's what management builds.
I really want to see you take that next step.
So we're going to be promoting you to Manager of Books and Reading Material throughout Sea-Tac Airport.
I really look forward to that.
Thank you.
It's a big opportunity, and I'll make sure that I work hard to live up to it.
With the promotion, I'm going to be giving you a 45% increase.
Thank you very much.
That'll take so much pressure off when it comes to bills and keeping the kids fed and all that.
It'll be wonderful.
Now, I was looking up World of Warcraft a little bit, and I learned that they have a convention in Anaheim.
- Yes.
- Have you ever been? Nope.
BlizzCon.
I haven't been to any of them.
I've heard of them, and my wife and I always said it would be really fun to go together, but Well, I would like to send you and your wife to BlizzCon.
We're gonna have so much fun.
It'll be so amazing to go.
Thank you.
Now, I know you've had so many challenges financially.
So I want to do one final thing for you.
I'm going to give you $20,000.
Oh, wow.
That's so generous.
It's one of those things that's not gonna just help me.
It's gonna help the kids.
Thank you.
When I was in school, I couldn't have thought that anything like this might happen.
Thank you so much.
Bullying is not a part of everyday life when you get older.
As long as you do your job and you're doing it well and treating the people around you with respect and decency, then you're not gonna get picked on.
People give back to you what you give out to them.
You're a very special person, Elizabeth.
Oh, thank you.
I felt so comfortable working around you.
How you doing, Bobby? I'm going as fast as I can, Elizabeth.
You're doing good.
Most important, you were the traveler's best friend.
You know everybody.
I think people come to our Alki Bakery to see you.
Oh, that's nice.
Oh, I hope so.
But we do have the best coffee.
So you told me you have medical issues.
I know having diabetes how helpless I felt.
Do you feel similar with the carpal tunnel? Yes, when I do some work and I can't do it because my hands are not flexible.
I want to help you.
Oh.
- You do? - I do.
I want you to get the surgery.
I want you to get better.
I'm gonna pay for everything, and I'm going to make sure that you're paid full while the time you take to recover.
Oh, that's nice.
Thank you so much.
You don't know how relieved I am.
And then I'm gonna go call up the doc and say, "guess what.
Let's do it".
You take care of so many people your son, your daughter, your grandchildren.
You work so hard for them.
I want to make it easier for you.
So, for the next year, I am going to pay your rent in full.
That's $1,200 a month, $15,000 approximately for the year.
Really? Oh.
I don't want to cry, 'cause I'm I look ugly when I cry, but oh, thank you so much.
You're so generous.
You didn't have to do this, 'cause I like what I'm doing.
I really do.
Oh, thank you so much.
From my family and from me too, thank you.
You've been here ten years working for us, since we've been here, and I really appreciate how much you do for us, so there is one more thing I want to do for you.
Okay.
I want to give you $20,000 so that you have retirement, you have trips, and you can relax a little more since you're working so hard.
Oh, my God.
I don't even I've never seen that much money.
$20,000.
Oh, my God.
Thank you so much.
You are one beautiful man Not because you got a haircut, but because you are.
You like this cut better? I like this better.
And you know what? I haven't been hugged by a man in a long time.
Well, come here.
Hug me.
Oh, thank you.
$20,000? Oh, my God.
I can't begin to tell you how happy I am and how happy he made me today.
Don't tell Joe I said this, but you know what? He's so good-looking too.
Oh, my God, I didn't think he was that good-looking.