Undercover Boss (2010) s02e10 Episode Script
ABM Industries
America is struggling to shake off the recession.
Public distrust of wealthy CEOs remains high.
But more and more bosses are looking for radical ways to reconnect with their workforce in order to find out what's really going on in their companies.
Each week, we follow the boss of a major corporation as they go undercover in their own company.
This week, the President and CEO of ABM Industries, a huge company that maintains and services office buildings and airports all over America, poses as a Dutch immigrant seeking a new career and life in the land of opportunity.
I'm looking for Maria.
I'm Edward.
- How you doing, Edward? - Nice to meet you.
The boss will trade in his well-manicured lawn and private tennis court for rolls of toilet paper and a squeegee.
- Rub it.
Rub it.
- Yes, yes.
By working on the front line, he'll discover what his employees really think about his company.
I don't think you're doing a great job.
What an experience.
Oh, my God.
And he'll discover the unsung heroes that make his business run.
I go to school every day, believe it or not.
How will his coworkers react when they find out he's really the boss, and how will it change their lives? The more important point is, my God, we have a great future.
Find out next on Undercover Boss.
With its headquarters in New York City, ABM Industries is America's number-one provider of building maintenance and facility services, including janitorial, parking, security, and engineering.
At the head of this $3.
6 billion company is one man.
I'm Henrik Slipsager.
I'm President and CEO of ABM Industries.
ABM stands for American Building Maintenance.
The company was started more than 100 years ago as a window-cleaning company by one man with a mop, a bucket, and $4.
50.
I grew up in Denmark, in a little town outside Copenhagen.
My father was not Mr.
Personality.
We had many disagreements.
I guess I rebelled when I was 16, 17, and I left home.
Never came back.
Good morning, Henrik.
I have an overall philosophy.
I'm very direct in what I do and what I say.
We will not agree on everything.
I'm not very patient-- very stubborn.
You will know if I'm not happy, because I won't talk behind your back.
I'll tell you directly.
You know, I'm not a super-emotional guy, but probably the most difficult time I've ever had was during the 9/11 attacks.
We had 850 full-timers at the World Trade Center.
I felt hurt.
I felt betrayed.
I personally went around from hospital to hospital to see if we could find employees, and slowly but surely, we got our hands around who was missing, and-- what we were focusing on is, how can we do the right thing for the people? How can we do the right thing for the families moving forward? At 9/11, one of our ABM window washers was able to use his squeegee to open the elevator door and thereby making sure that a lot of people survived the incident.
And I think it represents the type of people we have.
I've been married for more than 30 years, and I have three wonderful kids.
I'm very lucky.
My wife is my reality check.
When I come home and actually start to act like a President and CEO, she kicks me and get me back to who I really am.
I think it'll be great if he gets to do things that he usually doesn't do at home, like pick his clothes up, because he travels a lot and tends to dump it on the floor instead of in the basket.
I hope that he gets to see that is actually a lot of work for other people.
All right, guys, I'm leaving.
In our business, our success is depending on the quality of the people we have.
Come give me a hug.
Bye, dad.
- Love you.
- Bye, dad.
Love you too.
The main reason for me to go undercover is if we're able to create opportunities for good employees so they stay with us for a very long time-- the less turnover we have of people, the more successful we are.
While I'm undercover, I'll be posing as Edward Schwartz, an out-of-work immigrant from Holland coming to America to try to get into the service business.
My coworkers will then come to headquarters to evaluate my performance.
The evaluation will help determine the type of job I get.
Starting a job at 4:30 in the morning is clearly not something I do every day.
Overall, I'm very excited to start this journey, and hopefully I can do a good job.
This morning I'm in Tampa Airport.
I'm gonna drive shuttle buses today.
Shuttle-bus operation is a key ingredient of our parking division.
AMPCO parking system is a division of ABM Industries.
We have shuttle buses in numerous airports in the country.
- Good morning.
- Good morning.
- Kenny.
- Hey.
Here goes your uniform here.
Just want to go step inside there and get changed, and we'll go from there.
Today we'll focus on how we interface with customers, and if our people are as customer-focused and customer-interested as I hope they are.
- Oh, you ready? - I'm ready.
So where are we gonna go now? We're gonna train you.
Van one dropping into red one.
You got to make a complete stop.
Very, very important-- do the speed limit.
The police will pull you over.
So we're leaving red departures, and we're going to red one.
Okay.
So you got red one, and what's the other side? Blue one? There's red one, blue two.
Now, blue departures are Delta, American, American West, U.
S.
Air, Northwest, Jetblue, and Sun Country.
Right.
Got to make sure your four-way lights are on.
You got to write down how many passengers are on.
- At all times? - What time you leave.
Yeah.
There's a lot of things to remember here.
It has to be done.
Find a way.
Right.
Probably have to take me on another trip before I get this.
Then we're gonna have a problem.
Here we go, man.
Watch your step, please.
Got to make sure it's quick.
Like to start off by wishing everybody a safe and pleasant flight today.
Now, what I'm gonna do is I'm gonna park right in the middle of blue departures and unload.
Have a great morning.
Should be there in the next three to four minutes.
- Thank you.
- No prob.
It's all about speed here.
Thank you so much.
All right.
Then we go back to the next stop.
There are 10-16s at gold.
What are 10-16s? - Uh - This is the easy part, man.
How long have you been doing this? Uh, been here almost four years, five years.
- Yeah? - Yep.
Think you're gonna do this the rest of your life, or you have other plans? How often do you go to school? I go to school every day, believe it or not.
And when will you finish the school? December of 2012, man.
I got another two years.
But the thing is, if you really want something, man, you got to just get it.
Right.
So you ready? Guess so.
No, you are ready.
You are ready.
Let's go.
Let's get this.
Oh, yeah.
All right, go slow.
Watch the curb.
Wait here or go all the way up? Park right here.
Just stop right here.
Put the car in park.
What stop are we in? - BlueTwo.
- What? Open your door.
Hop out.
Quick.
Quick, quick, quick, quick, quick.
Boom.
There you go right there.
Watch your step going up, ma'am.
You got to-- you got to be quick.
If you just toss it up there, he'll grab it for you.
Yeah, so far, uh, Edward needs to be more motivated.
Like, he needs to be up.
You know, it's his first day.
Slow down.
Slow down.
Slow down.
Slow down.
Watch your speed, man.
It's 25, no? - Watch your speed.
- I'm in good shape.
All right, stay in this lane right here.
Slow it down.
You're gonna be 35 here.
Like, this guy was doing almost and you're supposed to only do 10.
And people--you know, people notice that.
They--they'll call and complain.
And I'm training him, so I'll get in trouble, and I don't need that.
- American and, uh - Park your van.
U.
S.
Air.
Open the door.
Get up.
Quick.
Open the door.
Quick, quick, quick, quick.
Quick, quick, quick, man.
Quick.
Let me get it for you.
Watch your step going down, please.
Bricks.
Oh, man, I'm being pranked right now.
Wow.
You got it, ma'am? Can I help you? Close the door.
Before we go anywhere-- close the door.
Talk to me.
I'm gonna tell you, you broke all the rules, man.
Why did I break all the rules? You're not moving fast enough.
You got to move faster, because All right, now you're gonna press the button, say "blue departures to red departures, van one.
" You can't cuss, man.
Everybody in the airport is hearing you.
You cannot cuss.
You will go back to the garage.
What? I have to pull you off the seat.
Now you're gonna press the button, say "blue departures to red departures, van one.
" You can't cuss, man.
Everybody in the airport is hearing you.
You cannot cuss.
I have to pull you off the seat.
- Right.
- All right? In 25 minutes, I think I did 30 things wrong.
Red one, blue two, both clear.
I did so poorly, he wouldn't even give me a second chance.
straight back to the garage.
you know The only thing I remember is ten.
I don't think I can recall anybody chewing me out so much as I was chewed out today.
I don't think you're doing a great job.
It was not easy.
Maybe people think it's easy.
It's not easy.
Basically, like this-- if you don't want to know the truth, don't ask.
It would be a shame for the company to lose a guy like Kenny.
His big dream is to become a firefighter.
He is what you want as a customer representative.
Edward, come on out of here.
You're not gonna be too tough on me, right? The three rules, man.
Quickness.
Always--always on your game, quick.
And basically knowing what to say and when to say it and how to say it.
And no heavy foot.
Watch your speed.
So probably looking for somebody different.
All right.
I didn't get the job.
What an experience.
Oh, my God.
So now we're in Chicago.
We're gonna see how our window-cleaning operation works.
Historically, this is how this company started more than 100 years ago.
Good morning, guys.
Good morning.
Peter? Yes.
You're the lucky guy who's gonna work with us today, right? Let's rock and roll.
This is our ABM shirt, if you don't mind.
The window-cleaning operation is probably one of the jobs that concerns me the most, because these people are in danger all the time.
And if safety's not taken serious, we have some serious issues.
There you are.
Okay, Edward, what are we gonna do? This is the place where we're gonna hang the scaffold.
I have a fear of heights.
Heights have never been my strength.
Then we're gonna wash some windows later on.
It is my hope that I'm gonna wash windows from the inside and not from the outside.
- 14? - Yes.
Uh, Krakow? - Krakow? - Yes.
And you? Right.
European too, just like me.
Okay, let's take this stuff off.
Just stick your hand over here.
Now your left hand.
Okay.
This is your life.
If the steel cable breaks, you're gonna be hanging on that harness.
Let's go outside.
I'll show you where we're gonna work and all the stuff.
All right.
Great view.
It's nice, isn't it? You can see all the highways.
Whoa.
You okay? Whew.
I'm fine.
Okay, Edward, if you don't mind, it's kind of heavy.
Be careful.
This is the place where we gonna attach our cables Right in here.
See? You got it.
I was as close to that edge as I will ever get.
It goes straight down, and that's all I had to see.
You gonna do this for the rest of your life? I hope not.
I started working over here when I was single.
- Okay.
- Then I met my wife, and I got three kids.
I been married Oh, good for you.
And then after when I come back home, I'm a little technician on the side.
I'll do a little technician work-- electronic technician, yes.
Then when I get home, I have to stay with the kids.
How old are the kids? Our son, he's seven years old, and he's cerebral palsy.
You familiar with that? No.
He's seven years old, and he's not walking, not talking, so that's-- that's the hardest thing.
That is hard.
Take care of a guy-- little guy like that, you know, it's It's very difficult.
If he needs to eat or he needs to go to the bathroom, he--sometimes he's saying, sometimes he's pointing at stuff, so Where? Yeah, of course.
It's hard.
That's terrible.
And, you know, having three kids myself, it's You live and die by them, you know? I mean, it's a very touching story, because the more therapy they can give the son, the better he'll be off.
But the help they can get is so expensive that he can't afford it.
With a job like a window cleaner, it's tough to take care of those kind of expenses.
Okay.
All right, let's go.
We're gonna wash windows.
Okay.
My heart was going like a race car, and--and it was not-- it was not for a good reason.
I was scared, but I thought I kept my cool pretty good, because I didn't want to tell 'em I was scared.
Okay, we all set.
We going up.
So, Edward, are you ready to go up? Okay, let's try slowly.
Why am I doing this? Stop here.
The problem with the scaffolding is it moves.
It moves away from the windows and back in again.
How do you feel? Ah, it's not as stable as I thought it would be.
Can you let the thing go? Yeah.
Yeah, I want you to wash the windows.
Brush the window all the way.
All the way-- there you go.
Just go straight down.
If you need more water, just dip it in.
Now try to do the squeegee.
Nice.
- Is that better? - Yes.
Just go to the corner and down.
Do it again.
See? You did good.
And we gonna go up.
I saw that he was really scared.
He was really shaking already.
I could see his legs are shaking.
Just like that.
Whoa, whoa, whoa.
It's high.
So you ready to go higher? Uh You feel comfortable? It's just the fact you're hanging by a couple pieces of rope.
But you can't help thinking a little about the strength of the rope.
Edward, we have to do this job every day.
Man, I'm scared.
I can't explain it, but I'm really scared.
You're doing good.
Whoa.
Peter, that's it.
What you want to do? You want to bring it down, the scaffold-- all the way to the ground? - Yes.
Yes.
- Okay.
It's a hard job.
We risk our life every day, because we are hanging on the ropes like spider-man.
He refused to go higher, so, really, I think he's not gonna be a window washer.
Being on a window-cleaning rig was a--was an experience.
That is one kind of gutsy job, I'm telling you that.
Oh, you scared the crap out of me.
Peter was exceptional.
He's a very good leader.
He's as safety conscious as you want them to be.
It'll break my heart to see a guy like Peter leave this company for good, family reasons, to help his son, and, uh, it'll be a big loss for the company.
Coming up, the boss is forced to get his hands dirty.
- Rub it.
Rub it.
- Yes, yes.
Hard.
Give that big, mighty effort on it.
Oh, my God.
And later Henrik works side by side with a 9/11 survivor.
I'm looking around.
I looked up Ho! Henrik Slipsager, the President and CEO of ABM Industries - What'd you put in this? - I'm being pranked right now.
Is a boss undercover in his own company.
- So you ready to go higher? - Uh His employees think he's a Dutch immigrant seeking a new career in America.
- You feel comfortable? - No.
His journey continues at ground zero.
Well, today we are at 7 World Trade Center.
during the 9/11 attacks.
around two years go, and, uh--something special.
I'm looking for Maria.
Yes.
How are you doing? How are you? I'm Edward.
- Good.
How you doing, Edward? - Nice to meet you.
- How are you? - Good.
How are you? - Good.
You ready to work? - I'm looking forward to it.
When it comes to janitorial work, I think there's this perception that it's low-life-- you can't get lower than that, and that frustrates me.
All right.
You take these to change.
And the only time these people normally hear from tenants and customers is when things are not done.
They never been told that, "my God, you remembered They will tell you about the one you forgot.
Edward.
Edward.
Are we ready? Okay, come on.
Let's go.
We got to start working.
Come on.
My expectations is to meet very dedicated employees, and, um, I will be very disappointed if that's not the case.
- Take that.
Come with me.
- I'll follow you.
You're the utility guy.
A utility guy is a guy that goes around, does everything around the building.
If you're called to do a bathroom, you do bathrooms.
If you're called to do elevators, you do elevators.
If you're called to do garbage, you do garbage.
Whatever you're called for.
Now, take a couple toilet papers.
Okay.
Throw 'em inside your cart.
- In here? - Yeah, throw 'em in there.
All right, get a couple paper towels, like, about eight.
Now, you see how these doors are all with fingerprints.
Okay, you just take it and wipe them off.
No, not all the way up.
Whatever your hands reach, down here.
Okay.
Just--let me just show you just one thing.
Bigger.
Bigger, and your hands go wider.
- I see.
- Okay? Yes, ma'am.
Let's go a little bit faster.
I thought-- I thought it was fast.
Edward, once you begin to do the job like I've been doing it for 27 years, you'll get one, two, three.
You'll be on it.
Like a little, tiny squirty thing.
Like, you're going-- and he'd go try to wipe it off, instead of going-- you know, wiping it down, you know? We're going down.
Take me to 37.
Okay, now, Edward, we got to take the dishes, put the dishes in here.
Okay.
Rinse out the sink.
Pull out that garbage.
You know, Edward, you got to begin to move your hands.
Faster, I know.
Let's go.
Come on.
This we usually vacuum, like, four, five times a day, this floor.
You're very good with a vacuum cleaner.
That's for sure.
Don't tell my wife.
Take me to 42 a minute.
I'm gonna go into the boardroom that they just called.
Yes.
Uh, 45.
Bring me to 45.
Take the garbage out.
Oh, no, you took out all the toilet paper too.
Look at that.
- Oh.
- Oh, my God.
Third floor men's room.
Okay, I'm coming down right now.
You always running this fast? - Yes.
- You like it, right? I love it.
I tell you, I love it.
Yes.
One thing probably ABM could do better is have women wear pants, you know? Because, like, if I have to run around and bend over, I got to make sure somebody else, excuse my language, doesn't see my butt behind me or something like that, you know, like, as I'm bending over.
Yeah, of course.
We're gonna see how you do on these bathrooms.
We do six bath-- especially these empty ones.
Mm-hmm.
We have to do 'em in less than a half hour.
So, you know, you got to move a little bit faster.
- That's probably accurate.
- Okay.
The janitorial service is not the most glamorous job there is.
You look like you're getting tired already.
Just warming up.
Okay, throw it inside around it.
Now brush it.
Go on the top, all the way around.
Really well.
Yep.
Brush it hard underneath.
Now flush it.
Check to see how it is.
All righty.
Come and do the next one.
But buildings wouldn't function without them, and, uh, I would say most of the people, if not all of them, have a great pride in what they do.
All right, now rub it really hard.
Give that big, mighty effort on it.
Rub it.
Rub it.
Yes, yes, yes.
Brush as if you were murdering somebody.
Just go-- when you move your hands, move 'em faster.
Oh, my God.
Ooh.
Hot.
He wasn't very happy.
I don't think he liked cleaning toilets very much.
This is the showroom.
Okay.
All righty.
We're gonna do these glasses over here.
All righty.
Here you go.
Thanks.
Does it ever bring back memories being here? - Yeah.
- Yeah, little bit, right? Yeah, it does.
If you look around, you'll see a lot of activity down here, and there's life.
Right after 9/11, there was not much life down here, so it's something special.
I lost my nephew there.
He was 27.
That's just not right.
Every time I look at this ground site, you always think-- especially when the birds once in a while fly here.
Right.
You always think of him.
Do you know which floor he was on when it happened? Yeah.
He was up in 96th floor.
Then we knew that if the plane hit there, forget it.
You know, like, he wasn't gonna make it alive.
Yeah.
After two years along the line, they found a piece of him, and they brought it to us.
Oh, my God.
And they gave it to us, you know, to bury.
It's very emotional when you see this, and it's not just my nephew, but it's that lost their lives that day.
World Trade Center for us was the largest job site we had.
We had more than 850 full-timers at the Trade Center.
We actually lost Once in a while you see white pigeons fly around here.
Yeah? White pigeons, believe it or not.
You know what they say? White pigeons represent that the souls have not yet rested.
It's true, because they haven't.
It brought back some memories for myself.
That was pretty tough.
There are fingerprints all over this.
Well, everybody comes and looks at 'em all day long, so, you know, they put their fingerprints.
People that lost relatives or other loved ones This is gonna be 110 floors.
- So they made it taller? - Yes.
When is it gonna be finished? Do you know? They're predicting.
It's a big day for America, for sure, when it's done, because, um, you can hurt us a little bit, but you can't get us down.
And it symbolizes, uh, life and the future, in my opinion.
At the last stop of my journey, I've asked to see an employee that was one of the employees we had when the incident actually happened.
- Larry? - Yes, sir.
- I'm Edward.
- All right, how are you? How are you? How are you? How are you? How are you? Good to see you.
Nice to meet you.
- I need some clothes.
- Uniform? Would you come with me, please? All right, I'll be right with you.
- See you in five.
- Okay, sir.
It was a very busy time.
Lot of decisions were made on the go.
Um, so I'm looking forward to hear how he saw it from his perspective as one of the people working the day it happened.
- This is my office.
- This is your office.
I call it my office.
This is my office.
Security issues.
You have tenants moving in and out.
Can you move back a little bit, please? Can you move this back a little bit, please? I need 33.
Come on.
Come on.
Nobody waits.
Nobody waits.
It will be a very difficult job to do.
Okay, ask 'em where they going first.
- Where you going? - 34.
Yeah, shut it.
Yeah, right.
Now hold it.
Hold it.
Hold it.
Hold it.
Hold it.
Do not release until the door close.
Hear that click? Lobby please.
He knew pretty much everybody that walked into that elevator.
- Oh, yeah? - Yeah.
We have a few guys back.
You just feel Larry had a good time doing what he's doing.
I love working.
- I'm the type-- - I can see that.
I'm the type of guy who wants to do the job all the way.
You know, it's fascinating to see a guy like Larry, who probably could have stopped working.
Wants to work, he loves to work.
They took care of me, and when ABM called me, I said, "this is my people.
" This is the place he feels like home, and very loyal, very good at his job.
- 37 years.
- Oh.
Congratulations.
Let's go for a walk.
I want to show you something, all right? So ABM-- ABM made sure you got a job? - ABM set us up.
- Okay.
ABM and the union, they-- let me tell you, ABM After 9/11, we made sure that they had enough time to recover and recoup after this miserable incident, and we made sure they got employed with ABM, but they're spread all over the city.
We closed everything up.
We went inside.
We going up the escalator.
We start walking up the escalators.
As we was walking up Boom! - You had no idea? - I'm looking around.
I looked up.
Ho! I thought it was a generator.
Let me tell you something-- right then and there, people was jumping.
Oh, my God.
There was no way out of there.
So then after that And before--before it go all the way down, I turn this way-- I was all covered.
You couldn't see nothing.
The whole area was totally invisible.
You couldn't see nothing.
A few minutes later, two.
You have to be there to see it.
When you can go through all the things that Larry has gone through and still have a very positive outlook, it was very touching.
All those individuals I met during the trip, I would really like to have as friends and consider as friends and family.
They--they are really good people.
But, uh, it was a week I will never forget, and, um, hopefully it's also a week where we as a company and as individuals will do like the World Trade Center-- build, build, build, and build Because we do have to respect people's pain and suffering associated with that tragic incident.
Coming up, Henrik's employees think they're coming to corporate headquarters to evaluate his performance.
I'm gonna go evaluate Edward on his performance right now.
But how will they react when he reveals the truth? I'm Henrik Slipsager.
I'm President and CEO of ABM Industries.
I'm gonna go evaluate Edward on his performance right now.
The toilets, I thought he was really not good at all.
Hello.
How you--how you doing? Do you know who I am? You're ed--Edward.
No, I'm Henrik Slipsager.
I'm President and CEO of ABM Industries.
Oh, my God.
How you doing? I mean, what are you doing-- what are you doing? Now you are joking around with me.
No, this time I'm not joking around with you.
Oh, snap.
I have been looking forward to this moment for the last week.
Oh, my God.
Hey, I'm sorry about Wow, I can't believe that I'm meeting the President.
Oh, my God.
Maria, you did a great job.
- Why, thank you.
- And you nearly killed me.
My back is close to out.
Really? Those bathrooms But I was very impressed with--with everything you did.
Thank you very much.
Based upon your comments, I decided to make some phone calls after I met you, and I got a little gift for you.
I got a new uniform for you.
- Really? - Yeah.
Oh, that's nice.
I'm gonna make sure you have pants and a shirt like everyone else and not feel uncomfortable in a skirt, so I hope that's gonna make your day a little bit better.
Thank you.
That is wonderful.
That's the best news I've heard.
The story about your nephew really got to me.
Um, that--that was, uh You know, that was one of my employees, your nephew, and, uh All the ABM employees we lost there.
That's wonderful.
That's very, very good.
The families are gonna be so happy.
They're gonna be able to see that a little piece of them is gonna be there to acknowledge that they were working for ABM, of course, and that they're gonna be there.
That's very, very good.
I'm so happy that you're really doing that.
Well, that is one of the reasons that, um, ABM is gonna donate $25,000 to a 9/11 fund in the name of your nephew.
Oh, really? Oh, that's the best gift.
Thank you.
Oh, thank you.
Thank you very, very much.
Thank you.
Thank you.
You're the best.
He would have really been grateful.
And me, from the bottom of my heart, I am very grateful, and I know all my family-- they will be very, very happy.
Well, you truly inspired me to do that, so thank you for that.
Why, thank you.
Never in a million years expected that it's gonna happen to me today.
I had the great experience of my life.
I could really break down and cry like a baby.
Larry, you know what I enjoyed down at 7 world? Was how you interacted with everybody.
You know, I am-- I'm a people's person.
That's great.
Tough part for me was when you talk about 9/11.
I was President and CEO of ABM when we had 9/11.
All the memories came back.
Yeah, it was-- it was tough.
But you inspired me to do something, and that is, for the tenth anniversary, I'm gonna try to work with the union to make a reunion for the ABM employees involved.
It's called Larry's meeting.
It's all expenses paid by ABM.
That's good.
That--that That's good.
And I'm very impressed with another thing.
You've been married 37 years.
So here's what I'd like to do for you.
I would like to send you guys on a little trip of your choosing, all expenses paid.
It's guys like you Is the guys we need.
Thank you.
Thank you.
Words cannot explain.
Kenny, I love the way you felt about your job.
I know you want to be a firefighter.
I think you have a future with us.
I want you to move into a management training role.
I want to see if I can challenge your dream and make maybe an even bigger dream, and that is to be one of the key managers with ABM.
It was-- I didn't expect this.
Wow.
I'm not done.
I want to cover all your education expenses as long as you're with the company.
So you can't come to me and say "it was because we couldn't afford it.
" Guys like you Is what I really want to see.
You know, my--my mom always told me hard work pays off, but this is--this is crazy.
I really do appreciate this, man.
It's surprise, shocked, everything all in one, you know? Everything just I'm just blessed, man.
Peter, what you did was--was amazing.
You actually made me feel secure-- as secure as I could feel.
Thank you.
What I would like to do, Peter, is utilize your experience, and I want you to be part of a safety council.
The safety council will report directly to me on recommendations and what needs to be done from a safety point of view.
You'll be paid for participating in the safety council.
You surprise me now.
I don't know what to say.
- You were a great inspiration.
- Thank you.
You, um--you told me about your son.
There's no way I can ever understand what you're going through.
The only part I understand is it's your kids, and I'll do anything humanly possible to help my kids through any kind of situation.
I remember clearly what you told me, how much therapy helps him, and, um, what I would like to do for you-- I would like to send you and your family on an all-expenses-paid trip for a month, um, for your son to go through this intensive-therapy treatment.
I know how much that thing costs.
That's why.
Thank you, sir.
Thank you, Edward.
Thank you very much.
It's a big help.
We can never afford regular therapy for our son, because it's so expensive.
- Go in together.
- Thank you.
You're welcome.
Thanks.
Just Don't have no words.
So this is it.
I'm on my way to finally address our employees about what happened this week.
It was a very emotional week, but I'm really looking forward to finally get it out.
Gonna be a great day.
It's my pleasure to introduce to all of you Henrik Slipsager, the President and CEO of ABM Industries.
Thank you very much.
My name is Henrik Slipsager.
I'm President and CEO of ABM Industries, and I just spent the last week undercover at the company.
Oh, man.
Today we are at the site of 7 World Trade Center.
This place is a very, very important historical point in the life of ABM.
This is where 9/11 happened and probably had more impact on the company than anything else in the history of the company.
The experience has been humbling, inspirational.
It's been a great experience.
Let's take a look at a couple of shots from the week.
If the steel cable breaks, you're gonna be hanging on that harness.
I think that lady was a little older than you, and she got to her bag before you could even get out the seat, man.
- Rub it.
Rub it.
- Yes, yes, yes.
We got to move a little bit.
I can't stay here all day.
I'm sorry.
I don't think he liked cleaning toilets very much.
This trip has been a great experience.
I was very proud of our employees-- the way they looked at their job, trying to satisfy the client all the time.
The impression that customer leaves with is exactly what he believes is ABM.
If everybody doing their job like the people I met, my God, we have a great future.
When it comes to janitorial work, including window cleaners, I sometimes feel they're not respected by the outside world, so I truly hope that this can have an overall impact on the perception of our workers, and if I can feel a little more pride and a little more "proudness" about our people and what they do, I think I come a long way.
Stay tuned for scenes from our next episode.
Public distrust of wealthy CEOs remains high.
But more and more bosses are looking for radical ways to reconnect with their workforce in order to find out what's really going on in their companies.
Each week, we follow the boss of a major corporation as they go undercover in their own company.
This week, the President and CEO of ABM Industries, a huge company that maintains and services office buildings and airports all over America, poses as a Dutch immigrant seeking a new career and life in the land of opportunity.
I'm looking for Maria.
I'm Edward.
- How you doing, Edward? - Nice to meet you.
The boss will trade in his well-manicured lawn and private tennis court for rolls of toilet paper and a squeegee.
- Rub it.
Rub it.
- Yes, yes.
By working on the front line, he'll discover what his employees really think about his company.
I don't think you're doing a great job.
What an experience.
Oh, my God.
And he'll discover the unsung heroes that make his business run.
I go to school every day, believe it or not.
How will his coworkers react when they find out he's really the boss, and how will it change their lives? The more important point is, my God, we have a great future.
Find out next on Undercover Boss.
With its headquarters in New York City, ABM Industries is America's number-one provider of building maintenance and facility services, including janitorial, parking, security, and engineering.
At the head of this $3.
6 billion company is one man.
I'm Henrik Slipsager.
I'm President and CEO of ABM Industries.
ABM stands for American Building Maintenance.
The company was started more than 100 years ago as a window-cleaning company by one man with a mop, a bucket, and $4.
50.
I grew up in Denmark, in a little town outside Copenhagen.
My father was not Mr.
Personality.
We had many disagreements.
I guess I rebelled when I was 16, 17, and I left home.
Never came back.
Good morning, Henrik.
I have an overall philosophy.
I'm very direct in what I do and what I say.
We will not agree on everything.
I'm not very patient-- very stubborn.
You will know if I'm not happy, because I won't talk behind your back.
I'll tell you directly.
You know, I'm not a super-emotional guy, but probably the most difficult time I've ever had was during the 9/11 attacks.
We had 850 full-timers at the World Trade Center.
I felt hurt.
I felt betrayed.
I personally went around from hospital to hospital to see if we could find employees, and slowly but surely, we got our hands around who was missing, and-- what we were focusing on is, how can we do the right thing for the people? How can we do the right thing for the families moving forward? At 9/11, one of our ABM window washers was able to use his squeegee to open the elevator door and thereby making sure that a lot of people survived the incident.
And I think it represents the type of people we have.
I've been married for more than 30 years, and I have three wonderful kids.
I'm very lucky.
My wife is my reality check.
When I come home and actually start to act like a President and CEO, she kicks me and get me back to who I really am.
I think it'll be great if he gets to do things that he usually doesn't do at home, like pick his clothes up, because he travels a lot and tends to dump it on the floor instead of in the basket.
I hope that he gets to see that is actually a lot of work for other people.
All right, guys, I'm leaving.
In our business, our success is depending on the quality of the people we have.
Come give me a hug.
Bye, dad.
- Love you.
- Bye, dad.
Love you too.
The main reason for me to go undercover is if we're able to create opportunities for good employees so they stay with us for a very long time-- the less turnover we have of people, the more successful we are.
While I'm undercover, I'll be posing as Edward Schwartz, an out-of-work immigrant from Holland coming to America to try to get into the service business.
My coworkers will then come to headquarters to evaluate my performance.
The evaluation will help determine the type of job I get.
Starting a job at 4:30 in the morning is clearly not something I do every day.
Overall, I'm very excited to start this journey, and hopefully I can do a good job.
This morning I'm in Tampa Airport.
I'm gonna drive shuttle buses today.
Shuttle-bus operation is a key ingredient of our parking division.
AMPCO parking system is a division of ABM Industries.
We have shuttle buses in numerous airports in the country.
- Good morning.
- Good morning.
- Kenny.
- Hey.
Here goes your uniform here.
Just want to go step inside there and get changed, and we'll go from there.
Today we'll focus on how we interface with customers, and if our people are as customer-focused and customer-interested as I hope they are.
- Oh, you ready? - I'm ready.
So where are we gonna go now? We're gonna train you.
Van one dropping into red one.
You got to make a complete stop.
Very, very important-- do the speed limit.
The police will pull you over.
So we're leaving red departures, and we're going to red one.
Okay.
So you got red one, and what's the other side? Blue one? There's red one, blue two.
Now, blue departures are Delta, American, American West, U.
S.
Air, Northwest, Jetblue, and Sun Country.
Right.
Got to make sure your four-way lights are on.
You got to write down how many passengers are on.
- At all times? - What time you leave.
Yeah.
There's a lot of things to remember here.
It has to be done.
Find a way.
Right.
Probably have to take me on another trip before I get this.
Then we're gonna have a problem.
Here we go, man.
Watch your step, please.
Got to make sure it's quick.
Like to start off by wishing everybody a safe and pleasant flight today.
Now, what I'm gonna do is I'm gonna park right in the middle of blue departures and unload.
Have a great morning.
Should be there in the next three to four minutes.
- Thank you.
- No prob.
It's all about speed here.
Thank you so much.
All right.
Then we go back to the next stop.
There are 10-16s at gold.
What are 10-16s? - Uh - This is the easy part, man.
How long have you been doing this? Uh, been here almost four years, five years.
- Yeah? - Yep.
Think you're gonna do this the rest of your life, or you have other plans? How often do you go to school? I go to school every day, believe it or not.
And when will you finish the school? December of 2012, man.
I got another two years.
But the thing is, if you really want something, man, you got to just get it.
Right.
So you ready? Guess so.
No, you are ready.
You are ready.
Let's go.
Let's get this.
Oh, yeah.
All right, go slow.
Watch the curb.
Wait here or go all the way up? Park right here.
Just stop right here.
Put the car in park.
What stop are we in? - BlueTwo.
- What? Open your door.
Hop out.
Quick.
Quick, quick, quick, quick, quick.
Boom.
There you go right there.
Watch your step going up, ma'am.
You got to-- you got to be quick.
If you just toss it up there, he'll grab it for you.
Yeah, so far, uh, Edward needs to be more motivated.
Like, he needs to be up.
You know, it's his first day.
Slow down.
Slow down.
Slow down.
Slow down.
Watch your speed, man.
It's 25, no? - Watch your speed.
- I'm in good shape.
All right, stay in this lane right here.
Slow it down.
You're gonna be 35 here.
Like, this guy was doing almost and you're supposed to only do 10.
And people--you know, people notice that.
They--they'll call and complain.
And I'm training him, so I'll get in trouble, and I don't need that.
- American and, uh - Park your van.
U.
S.
Air.
Open the door.
Get up.
Quick.
Open the door.
Quick, quick, quick, quick.
Quick, quick, quick, man.
Quick.
Let me get it for you.
Watch your step going down, please.
Bricks.
Oh, man, I'm being pranked right now.
Wow.
You got it, ma'am? Can I help you? Close the door.
Before we go anywhere-- close the door.
Talk to me.
I'm gonna tell you, you broke all the rules, man.
Why did I break all the rules? You're not moving fast enough.
You got to move faster, because All right, now you're gonna press the button, say "blue departures to red departures, van one.
" You can't cuss, man.
Everybody in the airport is hearing you.
You cannot cuss.
You will go back to the garage.
What? I have to pull you off the seat.
Now you're gonna press the button, say "blue departures to red departures, van one.
" You can't cuss, man.
Everybody in the airport is hearing you.
You cannot cuss.
I have to pull you off the seat.
- Right.
- All right? In 25 minutes, I think I did 30 things wrong.
Red one, blue two, both clear.
I did so poorly, he wouldn't even give me a second chance.
straight back to the garage.
you know The only thing I remember is ten.
I don't think I can recall anybody chewing me out so much as I was chewed out today.
I don't think you're doing a great job.
It was not easy.
Maybe people think it's easy.
It's not easy.
Basically, like this-- if you don't want to know the truth, don't ask.
It would be a shame for the company to lose a guy like Kenny.
His big dream is to become a firefighter.
He is what you want as a customer representative.
Edward, come on out of here.
You're not gonna be too tough on me, right? The three rules, man.
Quickness.
Always--always on your game, quick.
And basically knowing what to say and when to say it and how to say it.
And no heavy foot.
Watch your speed.
So probably looking for somebody different.
All right.
I didn't get the job.
What an experience.
Oh, my God.
So now we're in Chicago.
We're gonna see how our window-cleaning operation works.
Historically, this is how this company started more than 100 years ago.
Good morning, guys.
Good morning.
Peter? Yes.
You're the lucky guy who's gonna work with us today, right? Let's rock and roll.
This is our ABM shirt, if you don't mind.
The window-cleaning operation is probably one of the jobs that concerns me the most, because these people are in danger all the time.
And if safety's not taken serious, we have some serious issues.
There you are.
Okay, Edward, what are we gonna do? This is the place where we're gonna hang the scaffold.
I have a fear of heights.
Heights have never been my strength.
Then we're gonna wash some windows later on.
It is my hope that I'm gonna wash windows from the inside and not from the outside.
- 14? - Yes.
Uh, Krakow? - Krakow? - Yes.
And you? Right.
European too, just like me.
Okay, let's take this stuff off.
Just stick your hand over here.
Now your left hand.
Okay.
This is your life.
If the steel cable breaks, you're gonna be hanging on that harness.
Let's go outside.
I'll show you where we're gonna work and all the stuff.
All right.
Great view.
It's nice, isn't it? You can see all the highways.
Whoa.
You okay? Whew.
I'm fine.
Okay, Edward, if you don't mind, it's kind of heavy.
Be careful.
This is the place where we gonna attach our cables Right in here.
See? You got it.
I was as close to that edge as I will ever get.
It goes straight down, and that's all I had to see.
You gonna do this for the rest of your life? I hope not.
I started working over here when I was single.
- Okay.
- Then I met my wife, and I got three kids.
I been married Oh, good for you.
And then after when I come back home, I'm a little technician on the side.
I'll do a little technician work-- electronic technician, yes.
Then when I get home, I have to stay with the kids.
How old are the kids? Our son, he's seven years old, and he's cerebral palsy.
You familiar with that? No.
He's seven years old, and he's not walking, not talking, so that's-- that's the hardest thing.
That is hard.
Take care of a guy-- little guy like that, you know, it's It's very difficult.
If he needs to eat or he needs to go to the bathroom, he--sometimes he's saying, sometimes he's pointing at stuff, so Where? Yeah, of course.
It's hard.
That's terrible.
And, you know, having three kids myself, it's You live and die by them, you know? I mean, it's a very touching story, because the more therapy they can give the son, the better he'll be off.
But the help they can get is so expensive that he can't afford it.
With a job like a window cleaner, it's tough to take care of those kind of expenses.
Okay.
All right, let's go.
We're gonna wash windows.
Okay.
My heart was going like a race car, and--and it was not-- it was not for a good reason.
I was scared, but I thought I kept my cool pretty good, because I didn't want to tell 'em I was scared.
Okay, we all set.
We going up.
So, Edward, are you ready to go up? Okay, let's try slowly.
Why am I doing this? Stop here.
The problem with the scaffolding is it moves.
It moves away from the windows and back in again.
How do you feel? Ah, it's not as stable as I thought it would be.
Can you let the thing go? Yeah.
Yeah, I want you to wash the windows.
Brush the window all the way.
All the way-- there you go.
Just go straight down.
If you need more water, just dip it in.
Now try to do the squeegee.
Nice.
- Is that better? - Yes.
Just go to the corner and down.
Do it again.
See? You did good.
And we gonna go up.
I saw that he was really scared.
He was really shaking already.
I could see his legs are shaking.
Just like that.
Whoa, whoa, whoa.
It's high.
So you ready to go higher? Uh You feel comfortable? It's just the fact you're hanging by a couple pieces of rope.
But you can't help thinking a little about the strength of the rope.
Edward, we have to do this job every day.
Man, I'm scared.
I can't explain it, but I'm really scared.
You're doing good.
Whoa.
Peter, that's it.
What you want to do? You want to bring it down, the scaffold-- all the way to the ground? - Yes.
Yes.
- Okay.
It's a hard job.
We risk our life every day, because we are hanging on the ropes like spider-man.
He refused to go higher, so, really, I think he's not gonna be a window washer.
Being on a window-cleaning rig was a--was an experience.
That is one kind of gutsy job, I'm telling you that.
Oh, you scared the crap out of me.
Peter was exceptional.
He's a very good leader.
He's as safety conscious as you want them to be.
It'll break my heart to see a guy like Peter leave this company for good, family reasons, to help his son, and, uh, it'll be a big loss for the company.
Coming up, the boss is forced to get his hands dirty.
- Rub it.
Rub it.
- Yes, yes.
Hard.
Give that big, mighty effort on it.
Oh, my God.
And later Henrik works side by side with a 9/11 survivor.
I'm looking around.
I looked up Ho! Henrik Slipsager, the President and CEO of ABM Industries - What'd you put in this? - I'm being pranked right now.
Is a boss undercover in his own company.
- So you ready to go higher? - Uh His employees think he's a Dutch immigrant seeking a new career in America.
- You feel comfortable? - No.
His journey continues at ground zero.
Well, today we are at 7 World Trade Center.
during the 9/11 attacks.
around two years go, and, uh--something special.
I'm looking for Maria.
Yes.
How are you doing? How are you? I'm Edward.
- Good.
How you doing, Edward? - Nice to meet you.
- How are you? - Good.
How are you? - Good.
You ready to work? - I'm looking forward to it.
When it comes to janitorial work, I think there's this perception that it's low-life-- you can't get lower than that, and that frustrates me.
All right.
You take these to change.
And the only time these people normally hear from tenants and customers is when things are not done.
They never been told that, "my God, you remembered They will tell you about the one you forgot.
Edward.
Edward.
Are we ready? Okay, come on.
Let's go.
We got to start working.
Come on.
My expectations is to meet very dedicated employees, and, um, I will be very disappointed if that's not the case.
- Take that.
Come with me.
- I'll follow you.
You're the utility guy.
A utility guy is a guy that goes around, does everything around the building.
If you're called to do a bathroom, you do bathrooms.
If you're called to do elevators, you do elevators.
If you're called to do garbage, you do garbage.
Whatever you're called for.
Now, take a couple toilet papers.
Okay.
Throw 'em inside your cart.
- In here? - Yeah, throw 'em in there.
All right, get a couple paper towels, like, about eight.
Now, you see how these doors are all with fingerprints.
Okay, you just take it and wipe them off.
No, not all the way up.
Whatever your hands reach, down here.
Okay.
Just--let me just show you just one thing.
Bigger.
Bigger, and your hands go wider.
- I see.
- Okay? Yes, ma'am.
Let's go a little bit faster.
I thought-- I thought it was fast.
Edward, once you begin to do the job like I've been doing it for 27 years, you'll get one, two, three.
You'll be on it.
Like a little, tiny squirty thing.
Like, you're going-- and he'd go try to wipe it off, instead of going-- you know, wiping it down, you know? We're going down.
Take me to 37.
Okay, now, Edward, we got to take the dishes, put the dishes in here.
Okay.
Rinse out the sink.
Pull out that garbage.
You know, Edward, you got to begin to move your hands.
Faster, I know.
Let's go.
Come on.
This we usually vacuum, like, four, five times a day, this floor.
You're very good with a vacuum cleaner.
That's for sure.
Don't tell my wife.
Take me to 42 a minute.
I'm gonna go into the boardroom that they just called.
Yes.
Uh, 45.
Bring me to 45.
Take the garbage out.
Oh, no, you took out all the toilet paper too.
Look at that.
- Oh.
- Oh, my God.
Third floor men's room.
Okay, I'm coming down right now.
You always running this fast? - Yes.
- You like it, right? I love it.
I tell you, I love it.
Yes.
One thing probably ABM could do better is have women wear pants, you know? Because, like, if I have to run around and bend over, I got to make sure somebody else, excuse my language, doesn't see my butt behind me or something like that, you know, like, as I'm bending over.
Yeah, of course.
We're gonna see how you do on these bathrooms.
We do six bath-- especially these empty ones.
Mm-hmm.
We have to do 'em in less than a half hour.
So, you know, you got to move a little bit faster.
- That's probably accurate.
- Okay.
The janitorial service is not the most glamorous job there is.
You look like you're getting tired already.
Just warming up.
Okay, throw it inside around it.
Now brush it.
Go on the top, all the way around.
Really well.
Yep.
Brush it hard underneath.
Now flush it.
Check to see how it is.
All righty.
Come and do the next one.
But buildings wouldn't function without them, and, uh, I would say most of the people, if not all of them, have a great pride in what they do.
All right, now rub it really hard.
Give that big, mighty effort on it.
Rub it.
Rub it.
Yes, yes, yes.
Brush as if you were murdering somebody.
Just go-- when you move your hands, move 'em faster.
Oh, my God.
Ooh.
Hot.
He wasn't very happy.
I don't think he liked cleaning toilets very much.
This is the showroom.
Okay.
All righty.
We're gonna do these glasses over here.
All righty.
Here you go.
Thanks.
Does it ever bring back memories being here? - Yeah.
- Yeah, little bit, right? Yeah, it does.
If you look around, you'll see a lot of activity down here, and there's life.
Right after 9/11, there was not much life down here, so it's something special.
I lost my nephew there.
He was 27.
That's just not right.
Every time I look at this ground site, you always think-- especially when the birds once in a while fly here.
Right.
You always think of him.
Do you know which floor he was on when it happened? Yeah.
He was up in 96th floor.
Then we knew that if the plane hit there, forget it.
You know, like, he wasn't gonna make it alive.
Yeah.
After two years along the line, they found a piece of him, and they brought it to us.
Oh, my God.
And they gave it to us, you know, to bury.
It's very emotional when you see this, and it's not just my nephew, but it's that lost their lives that day.
World Trade Center for us was the largest job site we had.
We had more than 850 full-timers at the Trade Center.
We actually lost Once in a while you see white pigeons fly around here.
Yeah? White pigeons, believe it or not.
You know what they say? White pigeons represent that the souls have not yet rested.
It's true, because they haven't.
It brought back some memories for myself.
That was pretty tough.
There are fingerprints all over this.
Well, everybody comes and looks at 'em all day long, so, you know, they put their fingerprints.
People that lost relatives or other loved ones This is gonna be 110 floors.
- So they made it taller? - Yes.
When is it gonna be finished? Do you know? They're predicting.
It's a big day for America, for sure, when it's done, because, um, you can hurt us a little bit, but you can't get us down.
And it symbolizes, uh, life and the future, in my opinion.
At the last stop of my journey, I've asked to see an employee that was one of the employees we had when the incident actually happened.
- Larry? - Yes, sir.
- I'm Edward.
- All right, how are you? How are you? How are you? How are you? How are you? Good to see you.
Nice to meet you.
- I need some clothes.
- Uniform? Would you come with me, please? All right, I'll be right with you.
- See you in five.
- Okay, sir.
It was a very busy time.
Lot of decisions were made on the go.
Um, so I'm looking forward to hear how he saw it from his perspective as one of the people working the day it happened.
- This is my office.
- This is your office.
I call it my office.
This is my office.
Security issues.
You have tenants moving in and out.
Can you move back a little bit, please? Can you move this back a little bit, please? I need 33.
Come on.
Come on.
Nobody waits.
Nobody waits.
It will be a very difficult job to do.
Okay, ask 'em where they going first.
- Where you going? - 34.
Yeah, shut it.
Yeah, right.
Now hold it.
Hold it.
Hold it.
Hold it.
Hold it.
Do not release until the door close.
Hear that click? Lobby please.
He knew pretty much everybody that walked into that elevator.
- Oh, yeah? - Yeah.
We have a few guys back.
You just feel Larry had a good time doing what he's doing.
I love working.
- I'm the type-- - I can see that.
I'm the type of guy who wants to do the job all the way.
You know, it's fascinating to see a guy like Larry, who probably could have stopped working.
Wants to work, he loves to work.
They took care of me, and when ABM called me, I said, "this is my people.
" This is the place he feels like home, and very loyal, very good at his job.
- 37 years.
- Oh.
Congratulations.
Let's go for a walk.
I want to show you something, all right? So ABM-- ABM made sure you got a job? - ABM set us up.
- Okay.
ABM and the union, they-- let me tell you, ABM After 9/11, we made sure that they had enough time to recover and recoup after this miserable incident, and we made sure they got employed with ABM, but they're spread all over the city.
We closed everything up.
We went inside.
We going up the escalator.
We start walking up the escalators.
As we was walking up Boom! - You had no idea? - I'm looking around.
I looked up.
Ho! I thought it was a generator.
Let me tell you something-- right then and there, people was jumping.
Oh, my God.
There was no way out of there.
So then after that And before--before it go all the way down, I turn this way-- I was all covered.
You couldn't see nothing.
The whole area was totally invisible.
You couldn't see nothing.
A few minutes later, two.
You have to be there to see it.
When you can go through all the things that Larry has gone through and still have a very positive outlook, it was very touching.
All those individuals I met during the trip, I would really like to have as friends and consider as friends and family.
They--they are really good people.
But, uh, it was a week I will never forget, and, um, hopefully it's also a week where we as a company and as individuals will do like the World Trade Center-- build, build, build, and build Because we do have to respect people's pain and suffering associated with that tragic incident.
Coming up, Henrik's employees think they're coming to corporate headquarters to evaluate his performance.
I'm gonna go evaluate Edward on his performance right now.
But how will they react when he reveals the truth? I'm Henrik Slipsager.
I'm President and CEO of ABM Industries.
I'm gonna go evaluate Edward on his performance right now.
The toilets, I thought he was really not good at all.
Hello.
How you--how you doing? Do you know who I am? You're ed--Edward.
No, I'm Henrik Slipsager.
I'm President and CEO of ABM Industries.
Oh, my God.
How you doing? I mean, what are you doing-- what are you doing? Now you are joking around with me.
No, this time I'm not joking around with you.
Oh, snap.
I have been looking forward to this moment for the last week.
Oh, my God.
Hey, I'm sorry about Wow, I can't believe that I'm meeting the President.
Oh, my God.
Maria, you did a great job.
- Why, thank you.
- And you nearly killed me.
My back is close to out.
Really? Those bathrooms But I was very impressed with--with everything you did.
Thank you very much.
Based upon your comments, I decided to make some phone calls after I met you, and I got a little gift for you.
I got a new uniform for you.
- Really? - Yeah.
Oh, that's nice.
I'm gonna make sure you have pants and a shirt like everyone else and not feel uncomfortable in a skirt, so I hope that's gonna make your day a little bit better.
Thank you.
That is wonderful.
That's the best news I've heard.
The story about your nephew really got to me.
Um, that--that was, uh You know, that was one of my employees, your nephew, and, uh All the ABM employees we lost there.
That's wonderful.
That's very, very good.
The families are gonna be so happy.
They're gonna be able to see that a little piece of them is gonna be there to acknowledge that they were working for ABM, of course, and that they're gonna be there.
That's very, very good.
I'm so happy that you're really doing that.
Well, that is one of the reasons that, um, ABM is gonna donate $25,000 to a 9/11 fund in the name of your nephew.
Oh, really? Oh, that's the best gift.
Thank you.
Oh, thank you.
Thank you very, very much.
Thank you.
Thank you.
You're the best.
He would have really been grateful.
And me, from the bottom of my heart, I am very grateful, and I know all my family-- they will be very, very happy.
Well, you truly inspired me to do that, so thank you for that.
Why, thank you.
Never in a million years expected that it's gonna happen to me today.
I had the great experience of my life.
I could really break down and cry like a baby.
Larry, you know what I enjoyed down at 7 world? Was how you interacted with everybody.
You know, I am-- I'm a people's person.
That's great.
Tough part for me was when you talk about 9/11.
I was President and CEO of ABM when we had 9/11.
All the memories came back.
Yeah, it was-- it was tough.
But you inspired me to do something, and that is, for the tenth anniversary, I'm gonna try to work with the union to make a reunion for the ABM employees involved.
It's called Larry's meeting.
It's all expenses paid by ABM.
That's good.
That--that That's good.
And I'm very impressed with another thing.
You've been married 37 years.
So here's what I'd like to do for you.
I would like to send you guys on a little trip of your choosing, all expenses paid.
It's guys like you Is the guys we need.
Thank you.
Thank you.
Words cannot explain.
Kenny, I love the way you felt about your job.
I know you want to be a firefighter.
I think you have a future with us.
I want you to move into a management training role.
I want to see if I can challenge your dream and make maybe an even bigger dream, and that is to be one of the key managers with ABM.
It was-- I didn't expect this.
Wow.
I'm not done.
I want to cover all your education expenses as long as you're with the company.
So you can't come to me and say "it was because we couldn't afford it.
" Guys like you Is what I really want to see.
You know, my--my mom always told me hard work pays off, but this is--this is crazy.
I really do appreciate this, man.
It's surprise, shocked, everything all in one, you know? Everything just I'm just blessed, man.
Peter, what you did was--was amazing.
You actually made me feel secure-- as secure as I could feel.
Thank you.
What I would like to do, Peter, is utilize your experience, and I want you to be part of a safety council.
The safety council will report directly to me on recommendations and what needs to be done from a safety point of view.
You'll be paid for participating in the safety council.
You surprise me now.
I don't know what to say.
- You were a great inspiration.
- Thank you.
You, um--you told me about your son.
There's no way I can ever understand what you're going through.
The only part I understand is it's your kids, and I'll do anything humanly possible to help my kids through any kind of situation.
I remember clearly what you told me, how much therapy helps him, and, um, what I would like to do for you-- I would like to send you and your family on an all-expenses-paid trip for a month, um, for your son to go through this intensive-therapy treatment.
I know how much that thing costs.
That's why.
Thank you, sir.
Thank you, Edward.
Thank you very much.
It's a big help.
We can never afford regular therapy for our son, because it's so expensive.
- Go in together.
- Thank you.
You're welcome.
Thanks.
Just Don't have no words.
So this is it.
I'm on my way to finally address our employees about what happened this week.
It was a very emotional week, but I'm really looking forward to finally get it out.
Gonna be a great day.
It's my pleasure to introduce to all of you Henrik Slipsager, the President and CEO of ABM Industries.
Thank you very much.
My name is Henrik Slipsager.
I'm President and CEO of ABM Industries, and I just spent the last week undercover at the company.
Oh, man.
Today we are at the site of 7 World Trade Center.
This place is a very, very important historical point in the life of ABM.
This is where 9/11 happened and probably had more impact on the company than anything else in the history of the company.
The experience has been humbling, inspirational.
It's been a great experience.
Let's take a look at a couple of shots from the week.
If the steel cable breaks, you're gonna be hanging on that harness.
I think that lady was a little older than you, and she got to her bag before you could even get out the seat, man.
- Rub it.
Rub it.
- Yes, yes, yes.
We got to move a little bit.
I can't stay here all day.
I'm sorry.
I don't think he liked cleaning toilets very much.
This trip has been a great experience.
I was very proud of our employees-- the way they looked at their job, trying to satisfy the client all the time.
The impression that customer leaves with is exactly what he believes is ABM.
If everybody doing their job like the people I met, my God, we have a great future.
When it comes to janitorial work, including window cleaners, I sometimes feel they're not respected by the outside world, so I truly hope that this can have an overall impact on the perception of our workers, and if I can feel a little more pride and a little more "proudness" about our people and what they do, I think I come a long way.
Stay tuned for scenes from our next episode.