Undercover Boss - Pizza Nova S3 E9 (Canadian TV series)

This week on Undercover Boss Canada, the president of Pizza Nova turns Doughboy oh and finds out what it's really like to be one of his own workers. He would never serve a piece of pie that big, but just a few days into the job, he's in the kitchen, rec, I burned it. ridiculous I concentrate on what we are doing Dominic pre Meucci has accepted a radical transformation. I arrived here. He will work disguised as an apprentice in his own pizzerias. I didn't know you're the drummer, maybe you've been recognized as having a nicer policy, yeah, I'm surprised to hear that and when your week of customer service is over, what can I do for you to get you back to headquarters? corporate and treat the workers you have met as if they were laughing?

Amelia this. not real, sorry, the global economy is in a fragile state, major corporations must adapt to survive,

boss

es of some of Canada's largest companies are about to take extreme measures to stay ahead of the game which they are infiltrating. organizations Pizza Nova has been rolling out the dough and stacking the cheese since 63 today the company has over 130 stores across Ontario my name is Dominick cream uchi and I am the president of Pizza Nova we are celebrating our fiftieth anniversary my father and his three brothers had started the business to bring the taste of Italy to Canada.

My dad worked long hours in the afternoons because we opened at 4:00 sharp, so it was a late-night business, it was a restaurant business, plus chili if you like. I have been making

pizza

s for many years since I was a child. I started working with my dad when I was young when I was 13 or 14 and you know, I started all the boring stuff, I learned how to work the counter and how to do surveys and how to see the customers, so I've received my training through a lot of sweetness in the line of five to ten locations a year, we don't go out and open 50 locations in a year because we want to make sure those 10 locations are successful.

I've been here for 50 years, we want to be here for another 50 years and once you open some of this up, I've been married for 18 years to Anna and we have two lovely children. Samuel is 14 years old and I am a Mars lover. I've been lucky enough to spend more time with my kids at a young age and maybe my dad had when he was building the company cars. The pressure is definitely there because it's a family business and it's about the family trusting me and continuing our tradition and me not. I don't want to ruin that, any restaurant you go to today has some type of

pizza

on their menu, so the competition is very, very fierce. 15 years ago we only had 15 ingredients on our menu, today we have over 30 ingredients and why, because we need to differentiate ourselves, create a niche as we enter our expansion period, continue to grow and I want to see what is working.

I want to see where we can improve. I want to see what the challenges are in the store, right? come to come as you know we are in a very competitive environment where pizza is everywhere. I am definitely concerned about what is happening with our product and with our service, so I have decided to work in disguise and go

undercover

. See you in a week I think to some extent Dominic is going to have to be careful if someone has too much knowledge about what's going on and they're going to start thinking where is this guy from, who is he, what's going on while I'm

undercover

, my alias will be Robert Gilmore .

Accountant in a food distribution company and I am looking for part-time work. I'll tell people that I agreed to participate in a documentary about the fast food industry. I came here as a nerd. Thank you. I would. I haven't recognized it. I might have to take a second look too to tell it was him. I miss you going undercover. I think I'm going to understand what our franchisees and our employees go through, but I think. It will be a high risk because if they recognize me then their attitude may change and I won't get the true information on their first day of work.

I've been making pizzas since I was a kid and the

boss

struggles to get a grip, oh and later gets accused of portion distortion. He would never serve such a big piece of cake to such a small child. The other day, Dominic before Moochie was the Big Cheese at Pizza Nova, but he has been adding additional ingredients and has changed his appearance, allowing him to work undercover in his own workshops, it is noon and he is about to begin his first shift as an average citizen. Today I will be on the front line making pizzas and it is the most important part of our business as that is what we do as a company.

I'm going to look at one of our busiest locations and just want to make sure quality isn't compromised for speed. The consistency of our product and our vegetables is very vital to ensure that our customers receive the same product every time they place an order. Mohamed doesn't know that his apprentice from this afternoon is actually the boss of the company. big guy who has a very busy day a typical shift for Mohamed starts by preparing all the raw ingredients to make about 200 pizzas what I do is put it from left to right this is papillary tasty my research I usually do like this and this firebreak sauce for the cheese five hours forty pieces I'll go to the end Mohamed is paying a lot of attention to the details.

I am very happy with where he makes the pizzas, they are uniform and consistent and that is all we ask of our pizza makers. You can open one. door, you're fine, I used to make countless attempts to subscribe to the discussion, yeah, so why not? I used to be pretty good at flipping pizza in the air, but I guess, as you can see, I was a little rusty there and kind of backfired a little bit, but this isn't too big. Robert has to practice more and challenge more. Where are you from originally? Marla. I'm watching you from your side with your lover.

I have been here for Tony's 7 years during Iran and Iraq. The war was a beginning where I was almost 14 when I went to war and 18 year old H decided to escape when I was leaving and I put Tom in the motor home on the road and they shot me from behind and I had Koppel in my legs. Behind me I reached the mountain and I reached the rebels and these guys came out with the army and shot me in the stomach. It took me 12 days to achieve it. Right, the rebels arrested me there and gave me two more. shots in my stomach you still add the bullets of um the original yeah it took me 15 16 hours later so I'm inside the Turkish country.

I stayed on the streets sleeping in the parks and I will find the United Nations, they helped me. they took me to the hospital they gave me the visa everything recorded with me here I am from then the day I was here since then it is incredible what Mohammed has been through it is heartbreaking to hear a story like that and it really speaks to you about us strongly, how strong the individual, what I would like to do in your free time, usually you work on YouTube, yes, if you have become what you like, spend more time with my song and my family.

Mohammad spends a lot of time here and the reason he does it is because he has a family and he wants to go back to this son who just brings back memories. You know, my father worked long days and nights to help his family. When we are busy, we cannot sell ourselves. to do it right, there is no hard work, we have to try to work faster because you are very busy, you never know, in this pizzeria, one second it happens, all you see, we have 30 40 finished orders in the tree Bob, that's it well it's cool to see no one taking shortcuts to try to make it faster to just pick up speed oh oh I won't slip in my hands okay where's the guy but sorry the guys got away from me.

I don't use this one, I just see that You read my fingers and started here. Lots of training. I know. I do all this myself. I never received training. No. No. Just to work harder. Do you think there is enough training? What I see is that I have worked in different areas. In different places. It's huge. very different from each other are different, so you don't think it's consistent. Many stores do not do the same. Our mandate is to have that consistent product and I think I'm going to take that to our team and make sure we get better. training out there oh well, that's bad, boy, we're done for the day today, the rush is the day, it's over, we should have a good time.

Thanks Blanca, I enjoyed it, a couple of things that I take away from today is that Mohammed is really diligent and follows the rhythms and all the recipes and procedures, which is fantastic and secondly, there is not enough training and I think that we really need to consider having franchisees give our new employees or existing employees some training. Things are going wrong, do you remember which one? It's yes, no, it's struggling to get worse. I have earned it. I interpret what we are doing. You must remember the demoted boss of Pizza Nova. Dominic Prime Uchi is about to begin his second day working undercover today.

I'll work the counter and see. how our customer services how they interact with the customer are they happy they are friendly they are making the customer feel comfortable from where this location is there is a lot of traffic so it is vital that the person at the counter generates sales hello, I'm looking for To Sarah I'm fair Oh, customer service is super important to me, it is always important that the customer leaves us happy and wants to come back, we are finishing preparing our window for the morning, the first thing we will do is We are going to wash our hands while we work with food, so that's very important.

Slide it between the tray and the pizza whenever you want. I don't want to drop it. No. And there are guys on the board here to make sure everything. our slices are the same size just let the line on the board guide your cutter and then we just place it in the window we have tanks in french to tell them what the ingredients are so the pizza the gourmet slice is important because it's a different option price than some of our other slices if the gourmet was a little more obvious to customers because it doesn't stand out to them so sometimes they are surprised because our gourmet slices are 485 each.

Gourmet slices are one of the slices we want to sell and we want to make sure the customer is not surprised when we ring it up at the register. You suggest putting it a little bigger. Yes, make the gourmet stand out. They need to understand what timers are. the gourmet I think the idea of ​​making your word gourmet a little bigger on the serving card is a great idea. Hi, make sure you have it balanced because it's a little walk and then we'll go to the open pizza. There's a tray up there for the slices, okay?

Would you like to grab a box for this gentleman? Do you remember which one it is? Yeah, no, he has 18 slices to remember today, so that's a lot. She's struggling a little. Alright? let's go check our portion I'm going to do your paddle, oh okay, I need the problem, we got it. Open anything else for yourself today if you want to review the portion and don't forget your palette, you're sure to forget. it's very important to everyone he keeps forgetting the paddle when he goes to take the slices out of the oven he forgets what's holding him back what's going to stop the customer while we're busy it would be nice if they created a four slice pizza oven in the front because sometimes, when we are busy it is difficult to put the slices there because they are full of orders, if the orders are lined up there is not necessarily enough space, we are very busy so sometimes we are fighting for space.

It's not a slice oven for the counter person to work in this place, it might be a good idea because it speeds up the service when there's a lot of traffic, there it is sir, thank you, it's okay, joy, I always like it, oh yes, That's annoying. Sara is excellent at customer service. You know, she talks to customers. She really makes them feel comfortable and welcome. Thank you. What is the type of person like? The stairs do a great job when customers enter. He is selling more. Would you like to make a combo? add your drink for 40 cents she is doing what is expected of her hello, how are you?, how can I help you?

Robert could be a little more cheerful and optimistic and have a bigger smile on his face. I think he'll make it, but right now he's stealing just a little shaky, so we have a birthday party this afternoon and he's actually arriving in about 20 minutes, so we've got a lot of work to do, we've got to do a quick 20 minutes to get ready. For a birthday, the price is not much. Although I don't know how to do this, so this doesn't seem to work, let's try this again. You want to make the ribbon and I'll get a balloon.

No, I wanted to make sure I downloaded this now. Get up. the professional I love planning events, like parties and faces, yes I do that too in my noble life outside of pizza, oh wow, what are your jobs? They keep me busy but even when I was younger I had my own business with my friend and we started a day camp for kids. I've always been doing events, it's always a challenge, you always learn something new so it's fun that way. I went to school for an Executive Management course when I was about 12, so that's part of the reason.which I worked very hard for also because that is a debt that never goes away, it seems that my mom couldn't pay for me to go to school, she had a car accident, fortunately she was fine, but she still has injuries. so I work hard trying to stay afloat and help my mom the best I can because we don't come from wealth so we just do what we have to do to get by okay.

I heard Sarah's personal story, you know? I really fell in love with her because she is very dedicated, she works hard and she really is a true family person who really wants to help her mom. Dad, my dad passed away when I was three years old. I'm sorry you broke up so yeah it's always been just me and my mom but she taught me to be a hard worker yeah sorry we're just in a bit of a rush to come. Because the kids are showing up soon, it's a piece of cake, it was a ridiculously sized piece of cake and then the party was finally over, yeah.

Oh, Robert, do you think they might have recognized me as a secret boss? Dominic/Moochie has needed constant supervision. Do you remember which one it is? Yeah, no, don't forget your paddle, keep forgetting he's struggling a little bit and now it's rush hour, so with the door, hey guys, come on in, have a seat, hey kids, I'm Sarah, this is Robert. I am going to serve you today. I'll make sure you have a great time today. Okay, what can I do to get them to drink apple juice? It's a little hectic here because the kids order drinks back and forth. falling to the ground we're trying to keep the place clean but the kids are having a lot of fun and that's what matters hey guys, who's hungry, it's Colin, go ahead guys, it's quiet, it must be good, we'll let you go. a little bit, you know, just constantly checking to make sure they're happy, don't understand, it seems like they're upset and you have to keep in mind that our customers are still coming to the store, it's not closed, just be better at multitasking hello, I'm sure It's all pepperoni slices to go, please, Robert, hey, how's it going?

I was the pizza. I think he's paying too much attention to the party and not focusing on everything else he has to do. You should definitely check out that slice? Oh boy, okay, he burned it. He put a slice in the oven and he kind of forgot about it and it burned and we really can't let that happen on a regular basis. I don't focus on what we are doing. I'm burning tuna pizzas. You have to remember it especially when it is the last of its time because then you can't replace it with a new one.

You really have to be able to multitask. I stand behind the product. I see areas for improvement. Set of things you would do. I think our menu is a little confusing to look at. We receive many complaints about our menu. In fact, the images are misleading. If you look at our sandwiches here, you can see that they come with all of these ingredients. They don't and then the other thing we get complaints about is the price of the pizza, the price for one pizza or for two people, it's very confusing and people get very upset having to try to figure out how the price works, there's some improvements. customer friendly I'll have to look into that to see if we can find a better solution.

The other thing I think is profitable is the second cash register. We're very limited here as to how fast we can go and I think. There should be a portable one that we can carry during busy times to help get customers in and out because they start to get frustrated that anyone doesn't have to wait in line. I think during those busy days, the Senators scored a big point with the second cash register. I hope I don't drop it. I hope you don't blow out the candles. Oh, that's right, uploading KQRS pieces for you. Adam, that big.

A piece of cake that big would never do. such a small child could get an upset stomach, which was a ridiculously sized piece of cake. I use the birthday boy to make him realize it. The big boy seemed to be having a great time and I think maybe it's something we should consider doing more of. and spread the word to our franchisees and see what we can do. Oh, did you have a great time? I am very happy that you are welcome, they are our future clients and she knows that her party is advice. You could give Robert if you wanted to do this for a living, it's really get excited about the benefits and smile big smiles and just listen, you really have to listen to the customers, okay Robert, that's it, today is the change of universe, oh my goodness, a quick bite.

Quickly, thanks for showing it to me. I have learned a lot. It's been a great day today because I love being on the front lines dealing with customers serving customers and it was nice to see that someone there really cares about them. I think the employees are opening up to me because I'm not the president and they see me as an apprentice, so I think I'm discovering some things that I wouldn't discover if I came in as Dominic as the president comes Peter Noah I didn't know your father Robert once high risk meeting is the boss about to be arrested for his own statistics there is something I think they may have recognized me Dominic pre Moochie a boss who works in disguise is about to start Today is the third day of work.

I'm going to a place in Scarborough, Ontario to visit Mona. This place is very high risk for me because she knows me very well, since I was at her husband's funeral. You just died tragically. a few months ago and ran the business for 22 years. Mona doesn't have any restaurant experience, so I really want to see how she does and how she manages. Hi, look at Ramona, yes, hi, oh really, there's a change, my God, Robert, I didn't. I know you're the thief, come here, oh I think they recognized me, we're getting ready to leave, it looks nice a little different here, okay Mona, I'm ready to go, yeah, there's something, love, you're Dominic, uh , if I.

So, but please, I'm here for a reason: we want to be better and more efficient at what we do, so that I understand that I have to be in the stores. I never find out, but I don't want to be so. Myself, I'm really not surprised that Mona NEMA recognized me from the beginning. I know he was Dominic. There is no difference between you and Robert. Your purchase. You know, Robert. Yes, thanks. No. Oh, you're helping your mom. In business I deal with the customer I like to build relationships Yes, that's very smart of you to make that such a good point so good well yes, we're going to make a pizza, can you put it in the kitchen?

Sure, full of tanks, yeah, don't do it. Do anything until you speak. I find that it is stretching. PFA is the best part. Same thing as when you're Charlie. He plays with playdough, so I do the best I can. Even pizza is very important to the taste that the customer likes. It's all the same, no. one part teenager and the other part I think I've done a good job here, I've done a great job. Mona cares about ensuring that the customer receives the same product every time, so she watches your mind. The pizza doesn't bubble at all because I said it so well. he is naked, yes, Mona is doing a fantastic job with very little experience.

I know he's only been here five months, but she really took it seriously and very, very happy about it. Hi Sadie Joe, how are you today? Well, everything is fine, everything is fine, yes, thank you. bye take care sometimes I get this content it's spontaneous life like this oh yeah it seems like it's already closed something else I find out what's different between this and that is not consistent no, I really appreciate that Mona shows me different things that concern her because it's very important for our franchise owners getting the right supplies, Steve, any kid, get a sidewall, great, yeah, I'm fine, come on, what can I do for it?

Can I still get an extra large pizza? cheese please just pizza with cheese and says no I'm fine so it's 1850 please let it rain please okay 20 thanks it'll be about 15 minutes okay thanks I'm passing for a little cheese, why do we make a little cheese? Be careful with my fingers, yeah, come on, customer, grab your finger. That cheese slicer Mona has here is old and it's dangerous because there's no protection for your hands, so I need to look at that and get her a proper appliance or a proper machine. Let's make this pizza. Robert needs to treat all ingredients evenly.

It is very important that the pizza has an excellent flavor. Look, can I help you? It has to be the same constantly, it has to be the same, none of them are good, none of them are good, try it. to do a little interesting with them okay, okay, cool Wow, our next boxes of jobs okay, cool, so show me the effects of the exchange exactly how you felt about giving my hand to your mom. I try to do everything I can. She was studying. a hotel management, it's okay at the moment, I just want to focus more on the family and once our family is stable, everything will be fine, then I will go back to study and finish everything.

I think it is very noble of you to leave school at your young age to help you and the business in your exact tactics. I feel like it's the right thing to do and I know he's there in heaven, he's watching us, he's proud of our remake, I mean, especially, he's proud of my mom because my mom is giving everything she can. she left and she does not give up NEMA is a very strong individual, very loving, a very family oriented person who has given a part of his dream in life to help her mother Mona recover and succeed.

I worry a lot. About our franchisees, you know Maddie was with us for 22 years and it was very shocking to hear about her death. We treat all of our franchisees like family and, in any way necessary, we will help them succeed in their businesses. I know, but a few months ago Eddie passed away with leukemia. Everyone came to see how they are doing, how they are coping. They know it was a shock for everyone. He was even here two days before going to the hospital. I didn't have a chance to say goodbye to you and he was a strong man, you are a strong religion in the morning, he said to the nurse, I mean, call my wife, he just said, call my wife, so that was the last thing he said. said. to the nurse and we never saw him wake up again, but I know he would be in a better place than here.

I'm sure he is watching you and proud of you for what you have done, you are a strong woman, thank you and you have been. to be able to continue with what his dream was, it was a big challenge and it's at its peak because we just moved into the new house and then I knew how I should handle this if I sold the house, so I do the best I can. Mona is a very, very strong woman coming up. with the challenge that she was raised when her husband tragically passed away and I believe that because she has that strong positive attitude, she will be fine.

Would she like something else there every wonderful night? The most important thing for me is the interaction with people who understand her feelings. so we talk, that's the most important thing and then it brings me business at the end, but my main part is not just my name when I go home I feel like I did something positive thank you thank you thank you thank you very much thank you here today. C Mon accepts her challenge and she sees what works, what doesn't work, and overall everything goes well. By the way, I learned a few things that need to be fixed and we will come back to it in the future.

There's no such thing as a free lunch you have a policy look something for your eye I'm surprised and then the workers, the boss, are called into the boardroom for a meeting they will never forget, damn, Pizza Nova president Dominic primo Qi, you're having a tough week as a trainee. in his own restaurants oh, I like what we are doing, you have to remember if there is something done, you are dominated, but he has gained valuable information about the family business that he is helping to grow. I imagine the menu is a little confusing to look at, don't you think? there is enough training how many stores don't do the same it's Friday and you're about to start your last shift working undercover today I'll be working with one of our delivery drivers, it's very critical to our business because it represents 65 percent of our sales and I need see if it's done right because it's a rural community the drivers have to travel slightly longer distances so it's crucial that we get to the customer on time.

I'm a little nervous but I don't want people recognizing me, Robert Gilmore, see you here Miss Minchin, for training, yes, so you can come back and come back, yes, we have a sweater and a jacket for you up there, perfect if The driver does not provide the friendly service that he is. just seven digits away from the nearest competitor, okay, good for you, where do you see where your delivery is, where they are, oh yeah, others, right here is a delivery screen next to the benches. Oh, we have a system to check every time we go out. a delivery so the call center knows the order left the store.

I love trying to think of new ideas about how to do my job faster and how to do anything faster, even for other people, so we put deliveries first. from the oven to keep them warm or waiting, we will take these delicious and hot. Dirk is very interested in doing his job correctly and really making sure that the customer is served properly and officially, so there are two heaters there, one on the top and one on the bottom that keeps the pieceshot yes we keep the pizzas hot until I guess it will be tonight Derek will drive about 100 miles making deliveries does it take long to get to the shows?

No, it doesn't take long. You should have to get in there in a certain amount of time, oh yeah, it's usually 35 minutes, so we try to overcome that you have a policy that it's free or okay, it's 10 minutes over that time, they usually give it to them. I'm surprised to hear Derek say there is a time or free policy because we don't have one here at Pizza Nova. It's better if you don't put the park on top. The P section is heavy, so we will sit on the lid of the box and push the lid down. the top of the pizza and then its toppings will stick together.

In fact, we have tested the tripods there and it works, the problem is that we always forget to set them up carefully: some people don't put salt in their entrances, okay? You're going to show it. I your everything to do Yeah, well, there's nothing to back up or give them, so what's the first thing you do? Yes, mom, so how are you? Derek, it's not bad, you can see it. Derek is a person who really loves his job and is great for business, it is great for him to earn a little extra money with tips. I'm going to make it easier to hold them under the pizzas under the bag.

Yes, with one hand you open the flap and then slide it. The pizzas are infested. It's great advice. Thanks again to history. I guess so, it's cold out there, customer service is very important, so customers come back knowing that we care about them in their business, so how do you think it was? I mean, other than it being really cold, my hands are a little frozen. Now, but you know, I did a really good one when I'm with the client. I like to take my time with them to make it more personal. It's not like a hit and run type deal.

You know, they even the client. I realized. Even you knew your. name, so I guess yeah, you're pretty well known around here, not to me. I have a client who was ordered like once every night for a week just to know what days I worked because they are ordering for a while and they were just random days and I was never working on one so they wanted to shut your ass off yeah every medication to like it the fifth time is the charm, yes well that's fantastic, that's great news, yes, deliveries are a main part of our business and with people like Derek, who takes his job seriously, it's incredible what you can achieve, remember how I said I like to do things faster, yeah, I'll try to call the shapes, I have something, yeah, I came up with this because it takes a while to do.

Still to make sure each piece is exactly the same or close to you, I just make marks with the knife and that makes cutting them very quick. It needs to take twenty minutes. Now take five. I think Derek is onto something with having an opera to cut. the lasagna in equal slices and I think we can improve that and I think maybe there's something there that the team can work on, so I walk in, there's an order, they look, chubby, um, yeah, we have an open hand. Naty's grip. and bring it back when Dirk does things more efficiently and comes up with these ideas, it will be a little faster, it helps because we can get to the customers on time and deliver their hot pizzas, never the other brothers or me.

She and my sisters Mary have a son, my nephew Colin, he's just over a year old now, well thank you, yes I have three other brothers. Wow, there are five of us, we are a big family. Where are your parents and you don't live in Prague yet? Oh yes, my parents live in Tottenham. they're in their house that I grew up in so I'm helping pay for it, it still helps me, and yeah my dad got laid off when he was 50 so ever since then he's been trying to get something but no one really looks for it. so he's been temp, he helped me when, you know, he was making bad decisions and not doing the things that he should be doing.

You just know I want that house to stay in our family, so I give them money every week, but we make do with the family. Really important to me and I really understand what you are doing. It's very comforting. It's your newspaper. Very good, tonight. I'm fine. What I like most about my job is when I can come in as it is and talk to clients and get to know them. It's much more than just talking, but making them feel good knowing that we care about them, that helps a lot. What is a universe? Thank you for taking the time and showing me everything you do and no problem.

I hope you have learned a lot. Oh I definitely did Thanks, thanks Derek, it was nice meeting you again, maybe we'll cross paths, some big sweets, okay, take care. I will definitely have a better understanding of how our store operations work through our employees or the staff they had. excellent suggestions and I think there are things we can improve, but they are also excellent ideas that we can return to. The staff discovers that there is more to their apprentice than meets the eye. I'm Dominic pre Moochie, that's surprised, that's nice. to meet you mm-hmm Dominic pre Moochie is back in his old uniform but he has a new swagger and a new attitude hello again, how does everyone know, Joey?

Okay, yeah, we're from origin, you suck, our employees and franchisees are very, very passionate. our business, which is really comforting to me because hearing that and seeing that as a franchisor we need to try to make their lives a little bit easier and work on some things that they have some concerns about, one of the employees talked about the menu . I know we've raised that topic several times, but now maybe it's time to take a look at it again and see what we can do. One thing I saw was that I really had to bite my tongue sometimes with the tripods. that are in the pizza boxes, we have to remind them to use them more often, especially when there is a box of wings on top, the box seems to start to collapse, so let's get to it and thank you Mohammed Sara Derrick Nima and Mona have been summoned for HQ none of them know what's about to happen but they're all getting a slice of the action that our brother who you know yeah your hair is slightly different yeah 30 well I'm Dominic pre Mooji and president and it's a

nova

, okay, that's so bad.

Nice to meet you, so I wanted to go undercover and go out and see what was going on in their stores. Your energy was fantastic and you had some great ideas, like the slicing oven and extra money. I'm going to ask my senior team to look into it. look what we can do oh great and then you had another idea with the cutting cards that we are going to fix, that we will make them bigger and send them to all of our stores oh so I love your passion for the special events that we talk about that is what you would love to do and you showed it when we had the birthday party.

I would like to offer you a position here in Dad's office at Pizza Nova leading our pizza making workshops, but I can't handle the kids, yes, exactly, that's wonderful, yes, to do that you need, you're going to be running around the city, so I'll get you a car so you can get there. You know I'm not kidding? You need to get around the city. This is not real This is my own car It's one hundred percent real Oh, I'm actually shaking a little right now. I can't believe what just happened to me. Wow, I'm so excited to get started. oh, thank you, yes, thank you very much. hug when you're on the front line you don't think anyone notices except the customers, so it feels wonderful to be recognized for that.

Am at home. I was very happy that you are very diligent, hard-working and dedicated to pizza. Nova, you know, you knew exactly how many ounces of cheese sauce and stuff. I had to go to that pizza. You mentioned something that really interested me a little. We talked about training and we would like to start a pilot program to train some of our frontline staff like you and I want you to be the first person to go through that. Go to our training center. We will pay you for the week and you will help us develop this program.

Why not? Why not our burger? I know you. Family is very, very important to me I want to do something fun I want you to have a paid vacation to Disney World Florida we are going to take care of everything you are going to travel the hotel and so on okay, okay don't It won't be like that. I want you to be a six-year-old boy and have a trip that you will remember for a long time. Thank you. You know you've been through a lot. You are a survivor and I want to help you I also want to give you $5,000 my son is my boy I do everything for him and what you offer me that moved me so much English I don't know how we are going to say this Dirk I learned a lot working with you you had some great tricks of the trade that I don't I knew, but there is one thing I noticed that was not very clear in our company policy: giving free pizzas if it's late if we don't give them.

I don't do that, no, that's not a general warning, it's not a Chinese policy, but that being said, it really shows that you care about the customer, you are a very in

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tive person. I loved your lasagna cutter idea. I love taking that and making a mold with it. and use it in all our chain stores. Which is incredible. I know that family is very important to you. Whatever you do, help your father as much as possible and you don't want your parents to move away. You lose your childhood home. You have so many. Memories there, so what I want to do, I want to write you a check to help you for $10,000.

My God! Oh, thank you. I never expected that sitting across from Dominic from Eugene it feels amazing to be recognized by the president for what I do. For clients, even in my personal life. Mona Nema. I am very impressed. You know, six months ago, when Ned II passed away, it was a very sad time. You wanted to move forward and keep Mary's dream alive. I know I really appreciate it. what you did and we have to work on Nemo, I'm very proud of you, you know, I've learned a lot, you know, with some of our suppliers with the pizza slice cover that doesn't close properly or leaks, we're going to look at it.

I analyze it and I'm trying to rectify it, but one thing that really worried me when I was cutting the cheese is actually very dangerous, so I'm going to get you a new machine, a new industrial cheese grater. Wow, okay, I think it's important for your employees to be safe. absolutely today, you know, we had a conversation about, you know, the last five six months you didn't have a lot of time for yourself to really cry and reflect and just be alone, so what I want to do for you, woman, I want to send you to us from break or weekend with a partner to have a drink and dinner and relax and not worry about any of that.

Your name is Julie because no, you need something like that, don't worry about the story, thank you very much. You're welcome, um Neela, did you drop out of school? It really struck me, it's very noble of you to do that, but education is very important. I want to pay a year's tuition for you, hungry boy, before medicine, he passed away, he bought a new house and I want to. to help I'm going to give you $15,000 to help pay the mortgage I can't take it that much it's a gift from me to help you in these difficult times it's literally a miracle for us and them be very good for us too yeah look look look more , we're ok.

I love Beth. I'm definitely glad I went undercover. They were really touched because every employee and franchisee I met is about their family and it's heartwarming to see that, especially in today's times, people still care about their families and you know it's an extension of who we are as a brand, we're working as a team and