Fast Food CEO Shuts Down Struggling Branch During 'Undercover Boss' Episode

Undercover Boss Checkers restaurant As Rick Silva's turn on "Undercover Boss" began this past Friday, he spent time singing the praises of his company's high standards. The CEO of the Checkers and Rally's fast-food burger chain demands "perfection," he said, and makes regular use of focus groups to test the chain's burgers.

But on his in-disguise visits to three restaurants, he heard an entirely different story: His company's infrastructure is lacking, and you can't hear orders on the speaker system at the drive-through. Buttons are mislabeled at preparation stations. And some of his floor managers have barely received any training.

But the real eye-opener came from working alongside three rank-and-file employees. The trio of crew members who found themselves training a man named "Alex Garcia" taught him what perfection is really about.

Take Todd, a member of the grill-and-fry station at a branch in Homestead, Fla. He needs his job not just for his livelihood but also for his mom's. And so he endures the abuse of the store manager, who threatens his employees with physical beatings to get them into line. But when questioned outside by a man whom he presumed to be a random contestant on a reality show -- Silva in disguise -- about the situation, Todd overcame any fear about standing out and stood up. The treatment makes him feel "worthless," he told Alex.


{C} New 'Boss' Clip: CEO Shocks Fast Food Manager{C}

Joyce works as a late night manager in Carol City, Fla., and operates the restaurant as if it's a variety show. She hops around the floor singing and dancing, adding gobs of good cheer. "I sell hospitality," she told Alex. She also demonstrated her mischievous side during the episode. "He's a concrete block," is how she described Silva's efforts at tending the station.

But it's a tale of two Joyces, as we learn (during a chat with Alex) of her Dickensian struggles. In the span of six months, she lost both parents to alcohol-related issues, as well as a brother to AIDS. "I never, ever would have imagined you've overcome this much," Alex said to her. She's also in debt, we learn.

Johanna works on the sandwich board in Mobile, Ala., the birthplace of Checkers. And she showed herself to be the Cheryl Miller of the station. Like the former basketball stars, she has a killer combination of speed and accuracy. Later in the show, Silva tells her she was "smoking," but during his apprenticeship, he can't keep up with her. "Fast food ain't called slow food," she said in a confessional. It came as no surprise when Silva told the camera he was scared he might lose her to the competition.

Silva, for his part, took swift and direct action to rectify the problems. This, too, came as no surprise. When talking about his own background, we learned that Silva was a member of the Cuban generation that left the island nation after 1959's Fidel Castro-led revolution. After relocating to Florida, Silva said that he was a target of racism and called a "spic." But when the epithet was spray-painted on his home, he stood up to the bullies. He never was bothered again, he told us. And he took the incident as a code for life.

And so it's exactly in that spirit that he approached Stevens, the manager in Homestead who bullied Todd and threatened the other crew members. "He's barking orders," was how Silva described Stevens' conduct. Silva called him out for being disrespectful, and when Stevens challenged him over his own alleged lack of experience in fast food management, Silva couldn't help but identify himself as the company CEO.

"Do our advertisements say we serve lukewarm burgers?" he added as a dig.

Then Silva took the extraordinary measure of closing down the branch on the spot. He assured the workers that no jobs were going to be in jeopardy, a claim that would be a bit hard to believe were it not for the CBS cameras following him. But he nevertheless gave Stevens more chances to explain himself, and went on to learn that his manager was working without full training. "If the rest of my journey continues like this, all of our amazing results could be at risk," he observed.

Indeed, Silva's time on "Undercover Boss" was a true chance to see the chinks in the armor of a fast food empire that has 20,000 employees and more than 800 restaurants. Silva used the reveal to champion the trio of workers, but also make use of the insights he gleaned.

Johanna, who ran circles around him in Mobile, had also told him about a lack of incentives for crew members. She found this particularly frustrating, given the rewards program for managers whom, she noted, wouldn't be anything were it not for their workers. And so Silva announced a new program for all team members. And as for Johanna, he told her that he would be personally taking her on as a protege, as part of a new training program. She's also to be promoted, which will come with a 25 percent raise. And to boot, a $20,000 reward, which elicited a singular, heartwarming shriek.

Joyce will be getting a new speaker system, Silva notified her in her reveal. He also handed over $20,000 with the requirement that she spend half on herself. She responded by saying that she'll use the funds to buy an urn for her brother's ashes. And in her honor, a new council will be created at the company where employees can share ideas. Silva was particularly impressed by her suggestion that desserts be selected with regional interests in mind, as opposed to a blanket offering for all 30 states that the chains appear in.

Todd received $15,000 for expenses to help his mom, as well as the guarantee that all costs will be covered so that he can finish his culinary training. And Silva also confirmed to Todd that Stevens is being retrained, and he announced a new training program in which respect and values will receive greater emphasis.


Next: Vintage 'Undercover Boss' As Winemaker Bottles Up His Impulse To Fire



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mglaziermilw

Im head over heels in love wirh johanna, gorgeous ,smart, witty, pleasant ,charming. I love you beautiful

August 13 2014 at 8:05 PM Report abuse rate up rate down Reply
Akian Chafeitz

**** you

June 11 2013 at 8:42 AM Report abuse rate up rate down Reply
geldonski

Who are the no minds that waste their evenings watching this crap? Are you one of them? If it is, it sure dose not say a whole lot about you if this is all that is needed to keep you entertained.

May 22 2012 at 1:18 PM Report abuse -2 rate up rate down Reply
1 reply to geldonski's comment
br00ted

Why would you read an article on a television show that you consider to be 'crap'? Have you watched it? If you haven't, why would you say that? If you do watch it, why do you 'waste your time'? Why would you judge people for watching a certain television program? Why do you regard needing very little to be entertained as a flaw instead of a virtue? How can you call people "no minds" yet misspell the word 'does'? For that matter, how can you criticize somebody else's intelligence using a phrase such as "no minds?" Please, and I mean this from the heart, take a good look in the mirror and ask yourself what the **** is wrong with yourself.

September 04 2012 at 11:53 PM Report abuse +1 rate up rate down Reply
PBishop

Yeah, my billionaire employer canned me and took my benefits for developing an incurable genetic illness that I didn't even know I had. Go ahead and tell me about the benevolence of the wealthy.. I live on social security, disabled, and the public picks up the tab instead of my employer. Tell me again how these guys only really act right when put in the place of the people they otherwise beat down.. It's a game to these people, money has no value, nor do human lives.

March 20 2012 at 11:43 AM Report abuse +1 rate up rate down Reply
Mike White

hehe, yeah, there's a little asian guy embedded in the armour, and thou hath offended him, rofl-copter

March 18 2012 at 11:00 AM Report abuse -1 rate up rate down Reply
Debbie Key

For someone named Kenny, you are not overly bright.

March 13 2012 at 8:45 AM Report abuse +1 rate up rate down Reply
Beautiful!

Brains anyone....context is everything. ***** in the armour is an old saying denoting a defect.....this saying has nothing whatsoever to do with ppl of asian descent....the word "*****" however, when used as an adjective to describe someone of Asian descent, it's history in this great country is a Slur..so, when used in this context (context of this article) there should be absolutely NO images of racism coming to mind....the Lin-Sanity reference on the other hand, was a subtle dig to the latter and the person who wrote or stated it, knew better and got the intended response...Peace!

March 11 2012 at 11:56 PM Report abuse +1 rate up rate down Reply
Thomas

OMG why does everyone WANT to see racism in EVERYTHING these days? Seems like quite a few people on this thread jump to conclusions or don't own a dictionary. Even worse, if the word ***** was being used as a racial epithet in this manner, the sentence wouldn't make sense. Come on people, think of grammar school - context clues. Use the rest of the words in the sentence to figure out an unfamiliar word. Scary times ahead of us...

"Indeed, Silva's time on "Undercover Boss" was a true chance to see the ****** in the armor of a fast food empire that has 20,000 employees and more than 800 restaurants."

***** 1 (chngk)
n.
A narrow opening, such as a crack or fissure.
tr.v. chinked, *****·ing, ******
1. To make narrow openings in.
2. To fill narrow openings in.

People, up your vocubulary skills or stay off the internet. Biased and uneducated posts are down right stupid.

March 10 2012 at 9:16 AM Report abuse +5 rate up rate down Reply
kennymason43

I cant beleive this article said "****** in the armor". That is so racist. I only say this because it's not racist and an ESPN anchor was recently suspended for saying the exact same phrase about Jeramy Lin. Lin is of asian decent and our media is so over aggressive to everything they suspended him. The writer of this story was able to say "***** in the armor" with out a reacton from MSNBC. I wonder if this would be the same if the CEO was of asian decent rather than hispanic?

March 08 2012 at 2:02 PM Report abuse -4 rate up rate down Reply
6 replies to kennymason43's comment
Edward Chambers

This TV show always demonstrates that most corporate CEOs really do care about their people, but are also amazingly out-of-touch with what it takes to make their company successful; the many low-level jobs that have to be performed well in order for the 'empire' to succeed. This CEO did the right thing and reqarded thjose who make his firm a success and undoubtedly won the admiration of many other employees throughout the organization.

March 08 2012 at 12:42 PM Report abuse rate up rate down Reply

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