Undercover Boss (2010) s05e08 Episode Script
The Dutch Bros. Coffee
(Male announcer) Since the premiere of Undercover Boss, more than 60 bosses have given away nearly $6 million (Man) I have a check for $250,000.
Oh, my God.
(Announcer) And implemented sweeping company-wide changes (Man) As a company, we're actually gonna restore the 401(K).
It's a million-dollar expense.
(Announcer) To benefit the lives of more than 40 million employees.
Whoo! Some people, I just want to punch them in the face sometimes.
(Announcer) But not everyone deserved to be rewarded.
Someone's not sayin' something.
Welcome to Moe's! I've had one minute of training.
If you can't do it, then you can't do it.
I know how to grow some really good weed if you're really interested.
(Man) I'm talkin' to you 'cause you come back here "I need dippin'.
" "I need dippin'.
" Y'all better chill.
(Announcer) Tonight, the latest boss to put it all on the line is Travis Boersma Why don't you come over and give me a hug? - Nope.
- No? [Laughs.]
(Announcer) President and cofounder of Dutch Bros.
Coffee, America's largest privately held drive-through coffee chain.
Thank you.
Can I have a double chocolate mocha with six shots? Yeah, we're getting serious today.
(Announcer) By going undercover - I'm Sam.
- Sam? Can I get you in a Dutch shirt real fast for me? - Why, sure.
- All right, dude.
(Announcer) This laid-back boss meets the people who keep his company roasting.
Iced caramelizer, you got it.
That was so good! (Announcer) He's even motivated to go global and take his journey to Central America.
Welcome to El Salvador.
This is Alberto.
Alberto, this is Sam.
Me llamo Alberto.
We're gonna have you picking coffee.
Okay.
You think you can handle it? Oh, yeah, I can kill it.
(Announcer) What will happen when this boss is forced to recruit someone to go undercover in his place We have a roast master, and that's my boss.
I had a hard time with him for quite a while.
(Announcer) And uncover major trouble brewing in his company? Kind of treated me like, you know, a dog.
Are you gonna stick with this, or You know, I don't really know.
(Announcer) Find out next on Undercover Boss.
Undercover Boss 5x08 - The Dutch Bros.
Coffee Original air date November 15, 2013 (Announcer) Headquartered in Grants Pass, Oregon, with 202 locations, of more than $100 million I have two small americanos.
(Announcer) Dutch Bros.
Coffee is the largest privately held drive-through coffee chain in the U.
S.
I need a large special (Announcer) Making sure his customers are satisfied Yo, brother.
(Announcer) Is one highly caffeinated man.
I'm Travis Boersma, cofounder and president of Dutch Bros.
Coffee.
Dutch Bros.
is high energy, fast-paced (Man) 'Sup, Mike? (Travis) Killer coffee.
And when you roll down your window, there's great music rockin'.
Whoo! We're in seven states: California, Oregon, Colorado, Arizona, Nevada, Washington, and Idaho.
We're different than your traditional franchise.
You have to work for the company to even be eligible to franchise.
Some of our shops that do super great numbers are real close by a Starbucks so, you know, the proof is in the pudding.
We have a culture that is something that is different than anyone else out there.
Our baristas I call them broistas 'cause it's a brotherhood.
Oh! It's family.
I need a quad iced double chocolate mocha.
(Travis) Proud to say, super laid-back What's up? (Travis) It's about having fun, and there's no uniforms and no polyester, man.
Dutch Bros.
! (Travis) I grew up on a dairy farm, third-generation dairy farmers.
Our farm was located right here in Grants Pass.
Our tight-knit family was super special and cool, and it still is today.
My brother Dane and I cofounded the company.
It was just a little pushcart.
We didn't know what we were gonna call ourselves, you know? But we were like, "well, you know, we're Dutch.
" "We're brothers Dutch Bros.
" And so Dutch Bros.
it was.
First day, we did $65, and we were stoked.
It wasn't maybe a year later that we opened our first drive-through.
I think that that's where momentum started to happen for us.
And serving coffee, it was like hosting a party.
It was bitchin'.
Dane used to say, "this is it.
It's" "it doesn't get any better than this.
" One day, Dane and I were eating lunch.
You know, it was just a regular day, and his wife, she said, "why are you slurring your speech?" "Have you been drinking?" And he was like, "no, man, no.
" "I didn't even notice I was.
" And we kind of laughed.
Six months to a year later, he had been down to the Mayo clinic.
They thought that there was a chance it could be Lou Gehrig's disease.
There's no known cause.
There's no known cure.
Dane passed in October of '09, and he was 55 years old.
Dane's passing, I think, set him free, and I believe he looks down and smiles.
[Laughter.]
So, Trav, what do you think dad would think about all this? You know what? I think he'd think it was funny.
Oh, he'd be laughing his butt off right now.
- Yeah.
- Oh, yeah.
[Laughter.]
It very much is a family business, and they all really work hard to preserve Dane's legacy.
He was just so patient and wise, and he was just great.
No doubt.
(Dana) And we look to you a lot for that now.
[Voice breaking.]
I don't want to get emotional.
If I could, you know, do half of what he did, I think it'd be something else.
You do.
(Woman) All right, good.
You ready to get started? Yeah, let's do it.
- All right, awesome.
- All right.
Cool.
(Travis) It's gonna be super challenging for me to go undercover.
I don't know.
I might have to go nerdalicious on everybody.
You guys can do as much man-soaping as you want.
- I'm down.
- Okay.
(Travis) While I'm undercover, I'll be posing as Sam, preppy nerd guy from Texas who dreams of starting his own restaurant business.
Looks good.
I like it.
[Laughs.]
(Travis) I've even gotten a retainer from my dentist to help me disguise the way I talk.
Do you have the retainer in right now? Why, yes, I do.
(Travis) My coworkers will be told that I'm a contestant on a reality show that's not Undercover Boss.
So what do you guys think about Sam Marshall? [Laughs.]
Why don't you come over and give me a hug? - Nope.
- No? I think you look totally like a different person.
Do I? (Travis) Dane was not just my brother or my business partner; He was my mentor.
As long as I'm steering Dane was the ship, my brother I'll never sacrifice the culture we started.
Bye, guys.
All: Bye, dad! I love you.
(Travis) You know, Dutch Bros.
is about making a great cup of coffee, and Dane and I always wanted to go to the source to see where the beans are grown.
But it's something we never got to do, so that's where I'm going to start my journey.
I'm down here in Central America, third world country.
It's like you're off the grid down here in El Salvador.
Checking out one of our plantations.
the El Olvido coffee plantation.
This farm was founded in the 1800s.
It's been here forever, man.
Hey.
Hey, there you are, my friend.
How are you, brother? Good.
Welcome to El Salvador.
[Laughs.]
Thank you, man.
(Travis) Ricardo owns the plantation down here.
I don't employ the people, but I really care about how the coffee comes to life.
Well, I'm anxious to come dig in and learn as much as I can about everything that you got goin' on.
Absolutely.
I'm gonna have you work with Alberto.
He knows the farm inside and out.
I'm gonna be there with you, 'cause he doesn't speak English.
Oh, wow.
Okay.
So I'll be translating.
Cool, man.
You know what? I'm gonna need that 'cause my Spanish speaking Your Spanish is nonexistent? Nah, you know, un poquito.
- Un poquito? - Right.
That's what I'm here for, okay? Right.
Awesome.
(Travis) This is the pulse, man.
It's the heartbeat.
It goes from the farmer to the cup for the customer.
So this piece of what we do is super critical.
I want to make sure that as we grow, they're able to grow with us.
That's paramount.
This is Alberto.
Alberto, this is Sam.
Me llamo Alberto.
[Speaking Spanish.]
(Ricardo) Alberto is the foreman of Buena Vista Farm.
Whatever you need me to do here today, I'm I want you to just send me to work, man, and I'll do whatever.
[Ricardo speaking Spanish.]
[Alberto speaking Spanish.]
The first job that you're gonna do is, we're gonna have you picking coffee, okay? Cool.
[Speaking Spanish.]
(Ricardo) So what we're looking for is for the right beans.
We're only picking the red beans.
[Speaking Spanish.]
(Ricardo) You're gonna be by yourself cutting the coffee, and then he's gonna make sure your basket is the is the right coffee that we need.
Okay.
It's pretty rad.
Beans are, uh, super cool.
[Alberto speaking Spanish.]
[Sighs.]
I think I'm gonna taste one.
Oh, it's sweet.
I need a coffee so bad I'll just eat cherries.
Why not, right? [Laughs.]
Huh? [Speaking Spanish.]
(Ricardo) You've left a lot of mature coffee on the tree.
Ahi.
All right.
(Ricardo) A good worker knows what to leave on the tree and what to cut.
Hmm.
(Travis) Alberto he's the commander, man.
I mean, he gets it done.
(Travis) I wanted to show him that I'm not just some lazy fat cat, gonna come down here and baby through stuff, man.
I want to deliver.
[Speaking Spanish.]
Let's get on to the next job? (Ricardo) Yeah, that's what he said.
All right.
(Ricardo) You're gonna dig the holes to plant the trees.
- We need to do 15 holes.
- Okay.
- You think you can handle it? - Oh, yeah.
I can kill it.
(Ricardo) - Let's do this.
- Okay.
That's the hole that he's gonna work, and he's gonna demonstrate right now - how to do the first hole.
(Travis) - Sounds great.
- Okay? - All right.
Looks like you've done that before.
I grew up on a farm, you know, buckin' hay, milkin' cows, man.
I know what hard work is.
But it's been a long time since I've worked on a farm.
[Alberto speaking Spanish.]
(Travis) You know, swingin' that hoe, it was hard work, man.
I mean, these guys work hard.
(Travis) The sun's blazing.
Got a sweat going.
Heart rate's up.
Man, the whole nine yards.
I mean, it's more than one could ever imagine.
Okay.
(Travis) How do I do? [Speaking Spanish.]
(Ricardo) He likes your job.
You can be part of his team anytime.
(Travis) All right.
Thank you.
Gracias.
Gracias.
(Ricardo) We need to sun-dry the coffee.
So you live close by? [Speaking Spanish.]
(Ricardo) Yeah.
He lives right there in the house.
So you've been here a long time.
Correcto.
Very cool.
Would you ever like to see, like, the finished product, you know, roasted coffee? [Speaking Spanish.]
(Ricardo) Yeah, he'd love to he'd love to see the other side of the business.
Do you have children? Do your boys work here on the farm? What does your other boy do? (Ricardo) - Yeah, he's got polio.
- Polio.
I had a family member that had Lou Gehrig's disease and passed my brother.
Eso es terrible.
I feel for you with your family's situation, for him, it's got to be tough.
Gracias.
It's not easy in this life.
(Travis) Working with Alberto today I admire him a lot.
Ernesto.
¿Como esta? Ernesto.
Sam.
[Speaking indistinctly.]
Great to meet you.
(Travis) It's really tough down here, but what a great guy.
He has given his whole life to this farm.
With the amount of pride and the amount of care that they put into their craft, Dane would be so proud.
Alberto is such a great employee.
I can't leave El Salvador without doing something for him, even if I have to break my cover.
Well, it's wonderful to meet you.
Do you think I could speak with you just privately? (Travis) I do have something that I need to share with you.
My name is not Sam Marshall.
My name is Travis Boersma, and I'm the president and owner of Dutch Bros.
Coffee.
Everyone here works so hard, and you've worked so hard for so long.
I'm gonna pay for a giant party as a thank you in appreciation of everybody's hard work.
[Speaking Spanish.]
That's not all.
Have you ever been to America? No.
I'm going to pay for you, your wife, your sons, their wives, and their boys come to the United States and make a family vacation that will be a memory that'll last a lifetime.
(Alberto) Gracias.
[Speaking Spanish.]
(Ricardo) He's very thankful for everything that went on today.
And I know that you've given so much more than what anyone could ever imagine to your son.
I know that that hasn't been easy.
How much would it cost for him to get his college education? I want to give you $10,000 [Exhales.]
as something that you can use as a tool, because I know how much you have given to your son.
Gracias.
Tu corazon.
Gracias, mi hermano.
Gracias.
(Ricardo) My friend.
Thank you.
You have no idea what this means to us.
[Speaking Spanish.]
(Travis) Today, I'm back here in Grants Pass.
Now that I've seen how much goes into growing our beans, I want to make sure we're putting just as much care into roasting them.
Here at headquarters, we roast more than 2 million pounds of coffee annually.
I want to know how our guys are really operating when I'm not there.
I got to go deep down into the heart of the company.
I'm taking this next level.
I'm right behind H.
Q.
in an R.
V.
This disguise, my voice there's no way that I can stay undercover here.
Since I would be easily discovered if I went in there, I'm calling in Abe to go undercover for me.
He's a trusted friend, and he's one of our top-level franchisees today up in Oregon City.
Dude.
[Laughs.]
What? Diggin' the image there.
- How are you, brother? - Good.
Right on, man.
- Dude, thank you for comin' down.
- Yeah.
(Travis) Why don't you sit over here? I'm just trippin' out on you, like [Laughter.]
Right? Can't take you serious like that, dude.
Right? It's so wacked out.
Yeah.
[Laughter.]
Yeah.
So, you know, when you go in today, man, you're gonna be workin' with Wil.
I've known him forever, and he'd recognize me if I went in, bro.
Right.
For sure.
Get as much information as you can.
I'm gonna be watching you on the monitors.
All right.
- Go kill it.
- All right.
All right, man.
Uh-huh.
Crazy.
- Best of luck.
- It's on.
Soak it up, man.
(Travis) I've got monitors behind me.
I'm gonna be watching every step that is made.
(Abe) I'm lookin' for Wil.
(Man) He's roasting.
Hey, Wil.
How's it going? - How you doin'? - Good.
Yeah, you must be my contestant.
Yeah.
Thad.
- Right on.
Thad, Wil.
- Nice to meet you.
Oh, man.
[Clears throat.]
Abe and Wil are, like, connected.
It's on now.
It's pretty cool.
I'm gonna have you do some hands-on roasting.
(Abe) Sounds great, man.
(Wil) Cool, man.
We roast for the entire company.
We package here for the entire company, Whoa! And how we start we take a green bean, which is in this bag, comes through here.
This is what it looks like.
That's raw coffee.
It goes in here.
Takes about 18 minutes a roast, and then it pours out that hatch right there.
Spins around here and cools off.
You hear that crack? That's perfect.
That's right where we want it.
We want it just a light crack, not a full crack.
(Travis) Wil is doing a fine job sharing what the target is that we're after with the coffee.
It's great.
Just go over there and grab a bag.
Set it on the edge.
Take a razor blade.
Cut it.
Don't let it fall out yeah, there you go.
All right, so do you remember how to do it? (Abe) I believe so.
(Wil) We're at 17 minutes and 30 seconds.
All right, pull the lever.
There you go.
Now lock it in.
Little bit dark but not bad.
So if you toast one of these you burn it that's $1,700 out the door.
I've been really fortunate.
I've been here a year and a half, and I've never burned one roast.
Okay.
Wow.
That's great.
(Abe) How did you get into this? I started with the company about five years ago, and they were really lenient with my racing schedule.
Like, I race dirt bikes.
No way.
So that's something I've never encountered in another job before, ever.
Yeah.
So do you still race? (Wil) I haven't lately.
Are you gonna stick with this or You know, I don't really know.
Two wheels has been my life forever.
I still ride and enjoy it, but I'm gonna do what I think is best, and right now, I help my sister out.
When my parents split, it just, like, became me and her, so I, you know, take care of her.
So I've just made this, uh like my priority.
I work 40 hours a week, and it makes everything that I do possible.
I know his bike is something that's liberating, and it's something he's passionate about.
It sounds like his job does that too, but it's a means still.
Obviously, you've been doing it now for a couple years.
Are you, like, a the head guy? Or is there a guy above you? We have a roast master, and that's my boss.
I had a hard time with him for actually quite a while.
I can remember the exact day when he was put in charge back here.
His head just blew up.
"I'm in charge of you guys.
" "You guys'll do everything that I say.
" Yeah.
He just got to this point where he was just super disrespectful.
Kind of treated me like, you know, a dog.
We got into it a few times, and I almost walked because of it.
What's frustrating the most about that whole situation is, he's never here anymore.
We had this conveyor break.
"It's okay, guys.
" "You can sit on the floor for a week.
" - It takes a toll on your back.
(Abe) - Yeah.
We thought we were gonna be doin' it what, a week or two at the most? The first time or the second time? (Wil) Supposed to be two weeks that we were supposed to wait for it.
Yeah.
That turned into three months.
It's like, "okay, well, who do we talk to now?" "How hard is it to get a conveyor belt?" It's painful to see anyone on my staff feel like they're being ignored.
(Wil) One of those little tiny things that turned into a huge ordeal that shouldn't have happened if somebody would've just did it.
(Travis) I'm glad I came here, but there are things I definitely need to change.
(Announcer) Coming up Today, you're gonna do the runner position with me.
Oh, my.
(Announcer) Travis gets a crash course in caffeine.
A medium iced decaf cocomo.
- Cool.
I love it.
- Yeah.
You know what? I forgot what I did.
Iced decaf mocha? Or iced decaf cocomo? (Travis) I can't recall.
Go double-check.
(Announcer) And later Are you my contestant? - Yes.
- Okay.
(Announcer) The boss finds a selfless employee with big dreams.
I grew up gardening.
Oh, really? I have all these dreams of a community garden.
I'd love to share with you what I've got going on there if you want to come and see it, experience it.
I would love to.
I would I would absolutely love to.
Yo, brother.
(Announcer) Travis Boersma, president and cofounder of Dutch Bros.
Coffee is a boss undercover in his own company.
Alberto, this is Sam.
Me llamo Alberto.
(Announcer) His employees think he's a contestant on a reality show competing to win funding for his own business.
He just kind of treated me like, you know, a dog.
(Announcer) After a globe-trotting start to his adventure, his journey continues in Arizona.
(Travis) I'm in Gilbert, Arizona, today, and I'm gonna be working with a manager at a shop I've never been to before.
Whoo! (Travis) So making sure that we have solid individuals that have passion and care about the culture, the core values of the company.
That stuff is super important for the future of our growth.
Is Jazmin in here? Are you my contestant? I'm your contestant.
How are you? Awesome, dude.
Come in the back.
All right.
[Laughs.]
Hi, sunshine.
I'm Sam.
Sam, nice to meet you.
You're looking a little professional.
Can I get you in a Dutch shirt real fast for me? Why, sure.
All right, dude.
[Giggles.]
(Jazmin) When I first saw Sam, I was kind of surprised having him come into such a young vibe.
Come on out here.
He's saying, "good morning, sunshine.
" It's very Texas, but we're in Arizona.
It's sunny every day.
Today, what I would really like to do is, you're gonna do the runner position with me.
- Oh, my.
- Yeah.
We're gonna be running.
You got your shoes on, dude? - I haven't been runnin' much.
- You'll get some practice.
- Makes me a little nervous.
- When you go out there, I want to make sure that you have a great greeting, that you're gonna get their drink order.
You're gonna repeat it back to them, and then we're gonna run back and tell our crew inside so they can pump out the drink by the time that they get out there.
All right.
Come on, Sam, let's go.
All right.
[Giggles.]
- Howdy.
- Hey, guys! (Jazmin) What are we drinkin'? Yeah.
Anything else for you? (Jazmin) Okay.
Those sound decadent.
[Jazmin laughs.]
They do, don't they? All right, here's your first one.
Go, Sam! (Travis) All right.
Well, hello, sunshine, how are you? All right.
All right, we can get that right out to you.
(Jazmin) Oh, so good, dude.
Do you remember it? (Travis) All right, everybody.
We got a medium iced caramelizer and a strawberry smoothie with no whip.
Medium strawberry.
And it was a medium on the strawberry smoothie.
(Travis) You know, I think the toughest thing about the runner job is remembering the damn orders.
A medium iced decaf cocomo.
- Cool.
I love it.
- Yeah.
(Jazmin) All right, your guys You know what? I forgot what I did.
Iced decaf mocha? Or iced decaf cocomo? (Travis) I can't recall.
Go double-check.
Sam, he's not quite Dutch yet That was an iced decaf cocomo.
Is that right? All right.
As of right now, I would not hire Sam.
He needs some practice.
Sam and Nathan, you're up at the window.
I want to hear the best greetings out of you guys.
- Best greetings? - For $5.
- $5? - Yeah! [Laughter.]
(Man) 'Sup, Mike? - Doing your usual? - Definitely.
Thanks, Mike.
Get it, Sam.
Get it, Sam.
All right, something more unique than just saying their name and yelling.
All right.
[Laughs.]
Are you ready to set the world on fire? Because if you're not, I can build you something to take to the moon and back.
All: Ohh! Dude, that's yours! That was so good! [Laughs.]
All right.
(Travis) I thought it was super bitchin' that Jazmin is, like got contests going on.
She's super creative, and she taught me the runner system that they use.
She's got a lot of touch, and I admire that immensely.
So you've been here, like, 41/2 years.
Yeah.
And what did you do before this? I lived in Oregon, actually, where our company's from.
No kiddin'.
Yeah, in the same Did you work at one up there, then? I didn't.
I tried so hard.
Really? But here, I got hired on the spot.
And I was like, "wow, my dream's coming true.
" And it was just instant.
I worked for my company for, like, two years before I became an assistant manager, which I'm sorry I get emotional about because I get so excited about how I achieved that goal.
That's fantastic.
[Laughs.]
Sorry.
No, that's great.
After a year of that, it was a desire of mine to be a manager, so once I got it, I'm very prideful of it.
What is it that you want to do? Where is it that you want to go? I would love to own my own store.
I want a franchise.
What's holding you back from doing it? Money, obviously, is a huge factor.
It takes a little money to start up the franchise.
Do you see your family? I do.
My mom really likes coming down here to get out of the rain.
Oh, I bet.
I bet.
Tell me about your mom.
[Emotional.]
My mom was in prison for two years right after I moved down here.
No kiddin'.
My grandpa passed away from pancreatic cancer, and my mom just got in, like, a world of just depression, and she did some embezzling.
I can't imagine going through all that at one time.
[Tearful.]
My grandpa definitely always taught me to stay strong and never stop.
He always wanted me to do something that I loved, and I'm so happy right now.
(Travis) The greatest reward for me is to see young people go live their dream.
She has a way about her of dealing with them in a positive way.
[Laughs.]
Jazmin is a star.
Let's head back to work.
All right.
(Travis) I'm in Nampa, Idaho.
I'm gonna be a broista today.
Triple iced caramelizer, no whip.
(Travis) This store is slammin'.
You know, they've got cars stacked up eight deep on each side a lot of times.
We anticipate it being maybe the top store by the end of the year.
You my contestant? - Yes.
- Okay.
Banesa.
These guys crank out over 4 grand in one day.
Ready to get in there and be a broista? I'll I want to learn as much as I absolutely can.
(Travis) So I'm curious to see how it operates under that kind of load.
I'm pumped.
I can't wait.
This is our window here.
This is us.
This is our territory right here.
Oh, this is you and me right here.
(Banesa) Hi, there.
Good.
How are you guys? - Doin' good.
- Awesome.
Sam is here with me today.
What are we gonna have to drink? Okay, I've got a large blended extra sweet caramelizer with whip.
Thank you! (Woman) Yeah, baby! (Banesa) Can get 'em iced, hot, or blended.
Either way.
Throw on the whipped cream.
It's so good.
That's gonna be $7 for you.
So our customers are number one.
So you see that I'm greeting everybody, and that's what it's about.
We're creating a relationship with them.
Thank you, love.
Thank you for being patient.
Have a wonderful day.
Hi.
Can I have a double chocolate mocha with six shots? Yeah, we're getting serious today.
(Travis) Nampa is just screamin'.
The commitment to the customer experience is through the roof.
(Banesa) Iced blackberry green tea? Perfect.
One lady brought in a cobbler.
Are you kidding me? It's more than coffee they're here for the people.
(Banesa) All right, Sam.
I'll help you out and take the orders, but you talk to people, okay? All right, I'll do it.
Well, hi, how are you? My name's Sam.
I'm from San Antonio.
Sure is a nice day out here with the sun shinin', and the temperature of that air feels good.
I'm a business consultant for fast-food chains.
I'm used to the corporate grind.
You know, all about efficiency and effect nobody's havin' any fun.
It's a totally different world.
(Banesa) So one thing that Sam could work on is just remembering that it's about the customer and not about himself.
Boy, I love salsa.
I really do.
(Man) It's good stuff.
(Banesa) When we're working, like, it's always about the customer.
We can connect, but let's stay focused on who they are, what they are, what they're about.
Good work, by the way.
- Good job.
- Thank you.
Mission accomplished.
So what do you do after work? You just kind of hang out? Oh, no, no.
At home, you know, I mean, I do all sorts of different things with the kids, and, you know, I've got a kick-ass garden.
I grew up gardening.
Oh, really? I have all these dreams of a community garden.
I'd love to share with you what I've got going on there if you want to come and see it, experience it.
I would love to.
I would I would absolutely love to.
Okay.
Follow me.
(Banesa) Do you like tomatoes? I love tomatoes.
Try one of those.
So good.
- Oh, my God.
- Mmm.
Those are my favorite.
So much flavor.
Good.
Okay.
Do you want to help me? Sure.
I'd love to.
I'm gonna grab some bulbs out of there.
How old are you now? I'm 28.
You're 28.
Boy, you look so young.
Are you married? I'm not.
I'm with I'm a single parent.
Yeah? And my my son has Down's syndrome.
So he was born with Down's syndrome, and we didn't know.
That's been a challenge in itself.
I bet.
But he's he's wonderful.
He's pure joy, and the only thing that I want for him is to have the the life that you and I have.
I want him to have that opportunity, and I am creating that for him.
Right.
Oh, hey.
How are you guys? Hi! Oh, my gosh.
Ohh! Hi.
Hi, babe.
Hi, I'm Sam.
What's your name? Kirsten.
Kirsten? It's great to meet you.
Oh, and this is Alaia.
Hey, buddy.
Hey, Alaia.
(Travis) Banesa is one of those people that fits Dutch Bros.
's culture really well.
She she shines.
What cute kids.
Oh, my gosh.
You say hi to Sam? You've got a beautiful smile there, miss.
Thank you.
And your mom boy, she is special.
(Travis) She has everything in her heart and her mind and her soul to defy the odds to be a force for good, without a doubt.
It's special and unique.
(Announcer) Coming up the remaining employees think they're going to decide whether or not Sam deserves money to start his own business.
How will they react when the boss reveals his true identity? [Laughs.]
Oh, what's happening? Welcome to Undercover Boss, bro.
Oh (Travis) Seeing all these people in my shops, in El Salvador it puts the focus for me right on gratitude.
Dutch Bros it's more than just one person, and it's more than just a cup of coffee.
My employees are coming to Grants Pass, Oregon.
This is where all the fun really begins, and I can't wait to reveal my identity.
Hi.
Hi.
[Laughs.]
Have we met? Yes, I maybe.
Who am I? You're Travis.
Why are you laughing? [Laughter.]
I'm just confused.
What are you doing out here? Doing that crazy show? Yeah [Laughter.]
Oh, what's happening? Well, I got something to tell you, dude.
I got to confess.
- It's kind of heavy.
- Okay.
Have you ever heard of Undercover Boss? Yeah.
Yeah? Welcome to Undercover Boss, bro.
Oh Okay.
[Laughs.]
Jazmin, meeting you, it was super epic.
[Laughs.]
So awesome.
Good.
I got to share with you.
When I came down there and you told me I'd be running remember that? Sorry I made you do that now.
A medium iced decaf cocomo.
Cool.
I love it.
I'd never done the runner system before.
Okay.
Well, good, then.
So to experience it oh, my gosh.
It was amazing.
We're gonna implement the runner system because of what you did and how you showed me.
Thanks.
That's awesome.
Your customers obviously love you.
Your crew loves you.
Thank you.
And the stories that you shared with me, through losing your grandpa, your mom [Sobs.]
Sometimes people shine, and sometimes they crumble.
You conquer.
You don't crumble.
I know you want a franchise.
I'm going to give you $50,000 toward your dream of franchising.
[Crying.]
Seriously? Oh, my God.
Thank you.
I don't even know what to say but thank you.
It's not because of me.
It's 'cause of you.
[Crying.]
I just know my grandpa would be so excited for me right now.
You are, um just making my dreams come true.
I want to hug you.
[Laughs.]
(Jazmin) I'm so excited.
I don't even know what to think right now.
I will own a Dutch Bros.
It will be Jazmin's Dutch Bros.
, which I'm really excited to say, really excited to see.
[Laughs and sighs.]
Banesa, you remind me so much of my brother.
[Sniffles.]
You've got a special, selfless spirit about you that is so contagious.
It's so important to me that people are able to go live their dreams in the organization, and you have pushed me.
My goal is to have a community garden to help feed the community.
Oh, my God.
What I want to do is form a foundation that has money in it, and it goes to causes that our broistas believe in.
I would like you to be the first recipient of $50,000 from the Love Abounds Foundation.
Thank you.
You're welcome.
Thank you.
You think you're gonna plant a bigger garden? You're gonna start a garden? I didn't think that it'd be so, like, soon that I'd be able to do that.
[Cries.]
You can now.
Thank you.
There's one more thing.
I want to give you $10,000 on top of that, but the $10,000 is for you because I know you're so selfless.
I want to make sure that you're gonna use it for you and your kids.
[Crying.]
Thank you.
(Banesa) I'm just amazed and blessed.
I'm so lucky.
I'm excited for my future.
I'm excited to go home and actually be able to put forward my plans.
Thank you.
Can I hug you? (Banesa) I feel really honored to be the inspiration for Love Abounds.
I knew that I could encourage people, but to encourage someone like Travis, who already has given so much, who already is an inspiration to me, is amazing.
Is this real? You're really on Undercover Boss? I was in an R.
V.
, dude, watchin' you do every little move, man.
My heart's going 100 miles an hour.
I don't know what to say.
I was blown away, dude.
You were epic.
The one thing that you pointed out is, we need leadership back there.
Well, we have a roast master, and that's my boss.
I had a hard time with him.
He kind of treated me like, you know, a dog.
I think it would be a great thing for us to sit down as a group and walk through how we can make it work.
Mm-hmm.
And I want to make sure that I'm helping.
I mean, the whole thing with the conveyor belt breaking it sucks.
I intend to have backup equipment so that if something ever does break, man, we just don't miss a beat.
Yep.
One thing that you've always been passionate about it's two wheels, man, right? So this is what I want to do, man.
I want you to fantasize about what you're gonna do with the 10,000 bucks that I'm gonna give you to either do your own motorcycle repair shop, go to motorcycle mechanic school, something that fills you.
For real? Like, this is real.
Without a doubt.
This is real.
Oh I never saw anything like this possible.
That's why I stopped racing.
And I did what I could with what I had.
What would you need for your sister? What do you think your sister needs financially? Just an apartment.
She doesn't have a place? I'm gonna do the same thing for your sister.
I'm gonna give her 10 grand too.
[Crying.]
It still blows me away to have somebody just walk into your life like this.
You guys walked into my life, man.
I mean, I'm still in shock, but I feel like it is the beginning of a new chapter.
You got to tell your sis, man.
I don't know how.
(Wil) My sister I think she'll use it to find her true passion in life.
I always just try and instill to her that everything pays off if you work hard enough for it.
(Travis) I came on this quest to make sure the culture is intact.
And it was simply amazing.
Dane's spirit is so alive in the company.
Anybody who's great in this life at anything, they make an impression that can last forever.
And that's what Dane did, and he will always be there for me.
It's a brotherhood, and that's what this business is all about brotherhood.
Oh, my God.
(Announcer) And implemented sweeping company-wide changes (Man) As a company, we're actually gonna restore the 401(K).
It's a million-dollar expense.
(Announcer) To benefit the lives of more than 40 million employees.
Whoo! Some people, I just want to punch them in the face sometimes.
(Announcer) But not everyone deserved to be rewarded.
Someone's not sayin' something.
Welcome to Moe's! I've had one minute of training.
If you can't do it, then you can't do it.
I know how to grow some really good weed if you're really interested.
(Man) I'm talkin' to you 'cause you come back here "I need dippin'.
" "I need dippin'.
" Y'all better chill.
(Announcer) Tonight, the latest boss to put it all on the line is Travis Boersma Why don't you come over and give me a hug? - Nope.
- No? [Laughs.]
(Announcer) President and cofounder of Dutch Bros.
Coffee, America's largest privately held drive-through coffee chain.
Thank you.
Can I have a double chocolate mocha with six shots? Yeah, we're getting serious today.
(Announcer) By going undercover - I'm Sam.
- Sam? Can I get you in a Dutch shirt real fast for me? - Why, sure.
- All right, dude.
(Announcer) This laid-back boss meets the people who keep his company roasting.
Iced caramelizer, you got it.
That was so good! (Announcer) He's even motivated to go global and take his journey to Central America.
Welcome to El Salvador.
This is Alberto.
Alberto, this is Sam.
Me llamo Alberto.
We're gonna have you picking coffee.
Okay.
You think you can handle it? Oh, yeah, I can kill it.
(Announcer) What will happen when this boss is forced to recruit someone to go undercover in his place We have a roast master, and that's my boss.
I had a hard time with him for quite a while.
(Announcer) And uncover major trouble brewing in his company? Kind of treated me like, you know, a dog.
Are you gonna stick with this, or You know, I don't really know.
(Announcer) Find out next on Undercover Boss.
Undercover Boss 5x08 - The Dutch Bros.
Coffee Original air date November 15, 2013 (Announcer) Headquartered in Grants Pass, Oregon, with 202 locations, of more than $100 million I have two small americanos.
(Announcer) Dutch Bros.
Coffee is the largest privately held drive-through coffee chain in the U.
S.
I need a large special (Announcer) Making sure his customers are satisfied Yo, brother.
(Announcer) Is one highly caffeinated man.
I'm Travis Boersma, cofounder and president of Dutch Bros.
Coffee.
Dutch Bros.
is high energy, fast-paced (Man) 'Sup, Mike? (Travis) Killer coffee.
And when you roll down your window, there's great music rockin'.
Whoo! We're in seven states: California, Oregon, Colorado, Arizona, Nevada, Washington, and Idaho.
We're different than your traditional franchise.
You have to work for the company to even be eligible to franchise.
Some of our shops that do super great numbers are real close by a Starbucks so, you know, the proof is in the pudding.
We have a culture that is something that is different than anyone else out there.
Our baristas I call them broistas 'cause it's a brotherhood.
Oh! It's family.
I need a quad iced double chocolate mocha.
(Travis) Proud to say, super laid-back What's up? (Travis) It's about having fun, and there's no uniforms and no polyester, man.
Dutch Bros.
! (Travis) I grew up on a dairy farm, third-generation dairy farmers.
Our farm was located right here in Grants Pass.
Our tight-knit family was super special and cool, and it still is today.
My brother Dane and I cofounded the company.
It was just a little pushcart.
We didn't know what we were gonna call ourselves, you know? But we were like, "well, you know, we're Dutch.
" "We're brothers Dutch Bros.
" And so Dutch Bros.
it was.
First day, we did $65, and we were stoked.
It wasn't maybe a year later that we opened our first drive-through.
I think that that's where momentum started to happen for us.
And serving coffee, it was like hosting a party.
It was bitchin'.
Dane used to say, "this is it.
It's" "it doesn't get any better than this.
" One day, Dane and I were eating lunch.
You know, it was just a regular day, and his wife, she said, "why are you slurring your speech?" "Have you been drinking?" And he was like, "no, man, no.
" "I didn't even notice I was.
" And we kind of laughed.
Six months to a year later, he had been down to the Mayo clinic.
They thought that there was a chance it could be Lou Gehrig's disease.
There's no known cause.
There's no known cure.
Dane passed in October of '09, and he was 55 years old.
Dane's passing, I think, set him free, and I believe he looks down and smiles.
[Laughter.]
So, Trav, what do you think dad would think about all this? You know what? I think he'd think it was funny.
Oh, he'd be laughing his butt off right now.
- Yeah.
- Oh, yeah.
[Laughter.]
It very much is a family business, and they all really work hard to preserve Dane's legacy.
He was just so patient and wise, and he was just great.
No doubt.
(Dana) And we look to you a lot for that now.
[Voice breaking.]
I don't want to get emotional.
If I could, you know, do half of what he did, I think it'd be something else.
You do.
(Woman) All right, good.
You ready to get started? Yeah, let's do it.
- All right, awesome.
- All right.
Cool.
(Travis) It's gonna be super challenging for me to go undercover.
I don't know.
I might have to go nerdalicious on everybody.
You guys can do as much man-soaping as you want.
- I'm down.
- Okay.
(Travis) While I'm undercover, I'll be posing as Sam, preppy nerd guy from Texas who dreams of starting his own restaurant business.
Looks good.
I like it.
[Laughs.]
(Travis) I've even gotten a retainer from my dentist to help me disguise the way I talk.
Do you have the retainer in right now? Why, yes, I do.
(Travis) My coworkers will be told that I'm a contestant on a reality show that's not Undercover Boss.
So what do you guys think about Sam Marshall? [Laughs.]
Why don't you come over and give me a hug? - Nope.
- No? I think you look totally like a different person.
Do I? (Travis) Dane was not just my brother or my business partner; He was my mentor.
As long as I'm steering Dane was the ship, my brother I'll never sacrifice the culture we started.
Bye, guys.
All: Bye, dad! I love you.
(Travis) You know, Dutch Bros.
is about making a great cup of coffee, and Dane and I always wanted to go to the source to see where the beans are grown.
But it's something we never got to do, so that's where I'm going to start my journey.
I'm down here in Central America, third world country.
It's like you're off the grid down here in El Salvador.
Checking out one of our plantations.
the El Olvido coffee plantation.
This farm was founded in the 1800s.
It's been here forever, man.
Hey.
Hey, there you are, my friend.
How are you, brother? Good.
Welcome to El Salvador.
[Laughs.]
Thank you, man.
(Travis) Ricardo owns the plantation down here.
I don't employ the people, but I really care about how the coffee comes to life.
Well, I'm anxious to come dig in and learn as much as I can about everything that you got goin' on.
Absolutely.
I'm gonna have you work with Alberto.
He knows the farm inside and out.
I'm gonna be there with you, 'cause he doesn't speak English.
Oh, wow.
Okay.
So I'll be translating.
Cool, man.
You know what? I'm gonna need that 'cause my Spanish speaking Your Spanish is nonexistent? Nah, you know, un poquito.
- Un poquito? - Right.
That's what I'm here for, okay? Right.
Awesome.
(Travis) This is the pulse, man.
It's the heartbeat.
It goes from the farmer to the cup for the customer.
So this piece of what we do is super critical.
I want to make sure that as we grow, they're able to grow with us.
That's paramount.
This is Alberto.
Alberto, this is Sam.
Me llamo Alberto.
[Speaking Spanish.]
(Ricardo) Alberto is the foreman of Buena Vista Farm.
Whatever you need me to do here today, I'm I want you to just send me to work, man, and I'll do whatever.
[Ricardo speaking Spanish.]
[Alberto speaking Spanish.]
The first job that you're gonna do is, we're gonna have you picking coffee, okay? Cool.
[Speaking Spanish.]
(Ricardo) So what we're looking for is for the right beans.
We're only picking the red beans.
[Speaking Spanish.]
(Ricardo) You're gonna be by yourself cutting the coffee, and then he's gonna make sure your basket is the is the right coffee that we need.
Okay.
It's pretty rad.
Beans are, uh, super cool.
[Alberto speaking Spanish.]
[Sighs.]
I think I'm gonna taste one.
Oh, it's sweet.
I need a coffee so bad I'll just eat cherries.
Why not, right? [Laughs.]
Huh? [Speaking Spanish.]
(Ricardo) You've left a lot of mature coffee on the tree.
Ahi.
All right.
(Ricardo) A good worker knows what to leave on the tree and what to cut.
Hmm.
(Travis) Alberto he's the commander, man.
I mean, he gets it done.
(Travis) I wanted to show him that I'm not just some lazy fat cat, gonna come down here and baby through stuff, man.
I want to deliver.
[Speaking Spanish.]
Let's get on to the next job? (Ricardo) Yeah, that's what he said.
All right.
(Ricardo) You're gonna dig the holes to plant the trees.
- We need to do 15 holes.
- Okay.
- You think you can handle it? - Oh, yeah.
I can kill it.
(Ricardo) - Let's do this.
- Okay.
That's the hole that he's gonna work, and he's gonna demonstrate right now - how to do the first hole.
(Travis) - Sounds great.
- Okay? - All right.
Looks like you've done that before.
I grew up on a farm, you know, buckin' hay, milkin' cows, man.
I know what hard work is.
But it's been a long time since I've worked on a farm.
[Alberto speaking Spanish.]
(Travis) You know, swingin' that hoe, it was hard work, man.
I mean, these guys work hard.
(Travis) The sun's blazing.
Got a sweat going.
Heart rate's up.
Man, the whole nine yards.
I mean, it's more than one could ever imagine.
Okay.
(Travis) How do I do? [Speaking Spanish.]
(Ricardo) He likes your job.
You can be part of his team anytime.
(Travis) All right.
Thank you.
Gracias.
Gracias.
(Ricardo) We need to sun-dry the coffee.
So you live close by? [Speaking Spanish.]
(Ricardo) Yeah.
He lives right there in the house.
So you've been here a long time.
Correcto.
Very cool.
Would you ever like to see, like, the finished product, you know, roasted coffee? [Speaking Spanish.]
(Ricardo) Yeah, he'd love to he'd love to see the other side of the business.
Do you have children? Do your boys work here on the farm? What does your other boy do? (Ricardo) - Yeah, he's got polio.
- Polio.
I had a family member that had Lou Gehrig's disease and passed my brother.
Eso es terrible.
I feel for you with your family's situation, for him, it's got to be tough.
Gracias.
It's not easy in this life.
(Travis) Working with Alberto today I admire him a lot.
Ernesto.
¿Como esta? Ernesto.
Sam.
[Speaking indistinctly.]
Great to meet you.
(Travis) It's really tough down here, but what a great guy.
He has given his whole life to this farm.
With the amount of pride and the amount of care that they put into their craft, Dane would be so proud.
Alberto is such a great employee.
I can't leave El Salvador without doing something for him, even if I have to break my cover.
Well, it's wonderful to meet you.
Do you think I could speak with you just privately? (Travis) I do have something that I need to share with you.
My name is not Sam Marshall.
My name is Travis Boersma, and I'm the president and owner of Dutch Bros.
Coffee.
Everyone here works so hard, and you've worked so hard for so long.
I'm gonna pay for a giant party as a thank you in appreciation of everybody's hard work.
[Speaking Spanish.]
That's not all.
Have you ever been to America? No.
I'm going to pay for you, your wife, your sons, their wives, and their boys come to the United States and make a family vacation that will be a memory that'll last a lifetime.
(Alberto) Gracias.
[Speaking Spanish.]
(Ricardo) He's very thankful for everything that went on today.
And I know that you've given so much more than what anyone could ever imagine to your son.
I know that that hasn't been easy.
How much would it cost for him to get his college education? I want to give you $10,000 [Exhales.]
as something that you can use as a tool, because I know how much you have given to your son.
Gracias.
Tu corazon.
Gracias, mi hermano.
Gracias.
(Ricardo) My friend.
Thank you.
You have no idea what this means to us.
[Speaking Spanish.]
(Travis) Today, I'm back here in Grants Pass.
Now that I've seen how much goes into growing our beans, I want to make sure we're putting just as much care into roasting them.
Here at headquarters, we roast more than 2 million pounds of coffee annually.
I want to know how our guys are really operating when I'm not there.
I got to go deep down into the heart of the company.
I'm taking this next level.
I'm right behind H.
Q.
in an R.
V.
This disguise, my voice there's no way that I can stay undercover here.
Since I would be easily discovered if I went in there, I'm calling in Abe to go undercover for me.
He's a trusted friend, and he's one of our top-level franchisees today up in Oregon City.
Dude.
[Laughs.]
What? Diggin' the image there.
- How are you, brother? - Good.
Right on, man.
- Dude, thank you for comin' down.
- Yeah.
(Travis) Why don't you sit over here? I'm just trippin' out on you, like [Laughter.]
Right? Can't take you serious like that, dude.
Right? It's so wacked out.
Yeah.
[Laughter.]
Yeah.
So, you know, when you go in today, man, you're gonna be workin' with Wil.
I've known him forever, and he'd recognize me if I went in, bro.
Right.
For sure.
Get as much information as you can.
I'm gonna be watching you on the monitors.
All right.
- Go kill it.
- All right.
All right, man.
Uh-huh.
Crazy.
- Best of luck.
- It's on.
Soak it up, man.
(Travis) I've got monitors behind me.
I'm gonna be watching every step that is made.
(Abe) I'm lookin' for Wil.
(Man) He's roasting.
Hey, Wil.
How's it going? - How you doin'? - Good.
Yeah, you must be my contestant.
Yeah.
Thad.
- Right on.
Thad, Wil.
- Nice to meet you.
Oh, man.
[Clears throat.]
Abe and Wil are, like, connected.
It's on now.
It's pretty cool.
I'm gonna have you do some hands-on roasting.
(Abe) Sounds great, man.
(Wil) Cool, man.
We roast for the entire company.
We package here for the entire company, Whoa! And how we start we take a green bean, which is in this bag, comes through here.
This is what it looks like.
That's raw coffee.
It goes in here.
Takes about 18 minutes a roast, and then it pours out that hatch right there.
Spins around here and cools off.
You hear that crack? That's perfect.
That's right where we want it.
We want it just a light crack, not a full crack.
(Travis) Wil is doing a fine job sharing what the target is that we're after with the coffee.
It's great.
Just go over there and grab a bag.
Set it on the edge.
Take a razor blade.
Cut it.
Don't let it fall out yeah, there you go.
All right, so do you remember how to do it? (Abe) I believe so.
(Wil) We're at 17 minutes and 30 seconds.
All right, pull the lever.
There you go.
Now lock it in.
Little bit dark but not bad.
So if you toast one of these you burn it that's $1,700 out the door.
I've been really fortunate.
I've been here a year and a half, and I've never burned one roast.
Okay.
Wow.
That's great.
(Abe) How did you get into this? I started with the company about five years ago, and they were really lenient with my racing schedule.
Like, I race dirt bikes.
No way.
So that's something I've never encountered in another job before, ever.
Yeah.
So do you still race? (Wil) I haven't lately.
Are you gonna stick with this or You know, I don't really know.
Two wheels has been my life forever.
I still ride and enjoy it, but I'm gonna do what I think is best, and right now, I help my sister out.
When my parents split, it just, like, became me and her, so I, you know, take care of her.
So I've just made this, uh like my priority.
I work 40 hours a week, and it makes everything that I do possible.
I know his bike is something that's liberating, and it's something he's passionate about.
It sounds like his job does that too, but it's a means still.
Obviously, you've been doing it now for a couple years.
Are you, like, a the head guy? Or is there a guy above you? We have a roast master, and that's my boss.
I had a hard time with him for actually quite a while.
I can remember the exact day when he was put in charge back here.
His head just blew up.
"I'm in charge of you guys.
" "You guys'll do everything that I say.
" Yeah.
He just got to this point where he was just super disrespectful.
Kind of treated me like, you know, a dog.
We got into it a few times, and I almost walked because of it.
What's frustrating the most about that whole situation is, he's never here anymore.
We had this conveyor break.
"It's okay, guys.
" "You can sit on the floor for a week.
" - It takes a toll on your back.
(Abe) - Yeah.
We thought we were gonna be doin' it what, a week or two at the most? The first time or the second time? (Wil) Supposed to be two weeks that we were supposed to wait for it.
Yeah.
That turned into three months.
It's like, "okay, well, who do we talk to now?" "How hard is it to get a conveyor belt?" It's painful to see anyone on my staff feel like they're being ignored.
(Wil) One of those little tiny things that turned into a huge ordeal that shouldn't have happened if somebody would've just did it.
(Travis) I'm glad I came here, but there are things I definitely need to change.
(Announcer) Coming up Today, you're gonna do the runner position with me.
Oh, my.
(Announcer) Travis gets a crash course in caffeine.
A medium iced decaf cocomo.
- Cool.
I love it.
- Yeah.
You know what? I forgot what I did.
Iced decaf mocha? Or iced decaf cocomo? (Travis) I can't recall.
Go double-check.
(Announcer) And later Are you my contestant? - Yes.
- Okay.
(Announcer) The boss finds a selfless employee with big dreams.
I grew up gardening.
Oh, really? I have all these dreams of a community garden.
I'd love to share with you what I've got going on there if you want to come and see it, experience it.
I would love to.
I would I would absolutely love to.
Yo, brother.
(Announcer) Travis Boersma, president and cofounder of Dutch Bros.
Coffee is a boss undercover in his own company.
Alberto, this is Sam.
Me llamo Alberto.
(Announcer) His employees think he's a contestant on a reality show competing to win funding for his own business.
He just kind of treated me like, you know, a dog.
(Announcer) After a globe-trotting start to his adventure, his journey continues in Arizona.
(Travis) I'm in Gilbert, Arizona, today, and I'm gonna be working with a manager at a shop I've never been to before.
Whoo! (Travis) So making sure that we have solid individuals that have passion and care about the culture, the core values of the company.
That stuff is super important for the future of our growth.
Is Jazmin in here? Are you my contestant? I'm your contestant.
How are you? Awesome, dude.
Come in the back.
All right.
[Laughs.]
Hi, sunshine.
I'm Sam.
Sam, nice to meet you.
You're looking a little professional.
Can I get you in a Dutch shirt real fast for me? Why, sure.
All right, dude.
[Giggles.]
(Jazmin) When I first saw Sam, I was kind of surprised having him come into such a young vibe.
Come on out here.
He's saying, "good morning, sunshine.
" It's very Texas, but we're in Arizona.
It's sunny every day.
Today, what I would really like to do is, you're gonna do the runner position with me.
- Oh, my.
- Yeah.
We're gonna be running.
You got your shoes on, dude? - I haven't been runnin' much.
- You'll get some practice.
- Makes me a little nervous.
- When you go out there, I want to make sure that you have a great greeting, that you're gonna get their drink order.
You're gonna repeat it back to them, and then we're gonna run back and tell our crew inside so they can pump out the drink by the time that they get out there.
All right.
Come on, Sam, let's go.
All right.
[Giggles.]
- Howdy.
- Hey, guys! (Jazmin) What are we drinkin'? Yeah.
Anything else for you? (Jazmin) Okay.
Those sound decadent.
[Jazmin laughs.]
They do, don't they? All right, here's your first one.
Go, Sam! (Travis) All right.
Well, hello, sunshine, how are you? All right.
All right, we can get that right out to you.
(Jazmin) Oh, so good, dude.
Do you remember it? (Travis) All right, everybody.
We got a medium iced caramelizer and a strawberry smoothie with no whip.
Medium strawberry.
And it was a medium on the strawberry smoothie.
(Travis) You know, I think the toughest thing about the runner job is remembering the damn orders.
A medium iced decaf cocomo.
- Cool.
I love it.
- Yeah.
(Jazmin) All right, your guys You know what? I forgot what I did.
Iced decaf mocha? Or iced decaf cocomo? (Travis) I can't recall.
Go double-check.
Sam, he's not quite Dutch yet That was an iced decaf cocomo.
Is that right? All right.
As of right now, I would not hire Sam.
He needs some practice.
Sam and Nathan, you're up at the window.
I want to hear the best greetings out of you guys.
- Best greetings? - For $5.
- $5? - Yeah! [Laughter.]
(Man) 'Sup, Mike? - Doing your usual? - Definitely.
Thanks, Mike.
Get it, Sam.
Get it, Sam.
All right, something more unique than just saying their name and yelling.
All right.
[Laughs.]
Are you ready to set the world on fire? Because if you're not, I can build you something to take to the moon and back.
All: Ohh! Dude, that's yours! That was so good! [Laughs.]
All right.
(Travis) I thought it was super bitchin' that Jazmin is, like got contests going on.
She's super creative, and she taught me the runner system that they use.
She's got a lot of touch, and I admire that immensely.
So you've been here, like, 41/2 years.
Yeah.
And what did you do before this? I lived in Oregon, actually, where our company's from.
No kiddin'.
Yeah, in the same Did you work at one up there, then? I didn't.
I tried so hard.
Really? But here, I got hired on the spot.
And I was like, "wow, my dream's coming true.
" And it was just instant.
I worked for my company for, like, two years before I became an assistant manager, which I'm sorry I get emotional about because I get so excited about how I achieved that goal.
That's fantastic.
[Laughs.]
Sorry.
No, that's great.
After a year of that, it was a desire of mine to be a manager, so once I got it, I'm very prideful of it.
What is it that you want to do? Where is it that you want to go? I would love to own my own store.
I want a franchise.
What's holding you back from doing it? Money, obviously, is a huge factor.
It takes a little money to start up the franchise.
Do you see your family? I do.
My mom really likes coming down here to get out of the rain.
Oh, I bet.
I bet.
Tell me about your mom.
[Emotional.]
My mom was in prison for two years right after I moved down here.
No kiddin'.
My grandpa passed away from pancreatic cancer, and my mom just got in, like, a world of just depression, and she did some embezzling.
I can't imagine going through all that at one time.
[Tearful.]
My grandpa definitely always taught me to stay strong and never stop.
He always wanted me to do something that I loved, and I'm so happy right now.
(Travis) The greatest reward for me is to see young people go live their dream.
She has a way about her of dealing with them in a positive way.
[Laughs.]
Jazmin is a star.
Let's head back to work.
All right.
(Travis) I'm in Nampa, Idaho.
I'm gonna be a broista today.
Triple iced caramelizer, no whip.
(Travis) This store is slammin'.
You know, they've got cars stacked up eight deep on each side a lot of times.
We anticipate it being maybe the top store by the end of the year.
You my contestant? - Yes.
- Okay.
Banesa.
These guys crank out over 4 grand in one day.
Ready to get in there and be a broista? I'll I want to learn as much as I absolutely can.
(Travis) So I'm curious to see how it operates under that kind of load.
I'm pumped.
I can't wait.
This is our window here.
This is us.
This is our territory right here.
Oh, this is you and me right here.
(Banesa) Hi, there.
Good.
How are you guys? - Doin' good.
- Awesome.
Sam is here with me today.
What are we gonna have to drink? Okay, I've got a large blended extra sweet caramelizer with whip.
Thank you! (Woman) Yeah, baby! (Banesa) Can get 'em iced, hot, or blended.
Either way.
Throw on the whipped cream.
It's so good.
That's gonna be $7 for you.
So our customers are number one.
So you see that I'm greeting everybody, and that's what it's about.
We're creating a relationship with them.
Thank you, love.
Thank you for being patient.
Have a wonderful day.
Hi.
Can I have a double chocolate mocha with six shots? Yeah, we're getting serious today.
(Travis) Nampa is just screamin'.
The commitment to the customer experience is through the roof.
(Banesa) Iced blackberry green tea? Perfect.
One lady brought in a cobbler.
Are you kidding me? It's more than coffee they're here for the people.
(Banesa) All right, Sam.
I'll help you out and take the orders, but you talk to people, okay? All right, I'll do it.
Well, hi, how are you? My name's Sam.
I'm from San Antonio.
Sure is a nice day out here with the sun shinin', and the temperature of that air feels good.
I'm a business consultant for fast-food chains.
I'm used to the corporate grind.
You know, all about efficiency and effect nobody's havin' any fun.
It's a totally different world.
(Banesa) So one thing that Sam could work on is just remembering that it's about the customer and not about himself.
Boy, I love salsa.
I really do.
(Man) It's good stuff.
(Banesa) When we're working, like, it's always about the customer.
We can connect, but let's stay focused on who they are, what they are, what they're about.
Good work, by the way.
- Good job.
- Thank you.
Mission accomplished.
So what do you do after work? You just kind of hang out? Oh, no, no.
At home, you know, I mean, I do all sorts of different things with the kids, and, you know, I've got a kick-ass garden.
I grew up gardening.
Oh, really? I have all these dreams of a community garden.
I'd love to share with you what I've got going on there if you want to come and see it, experience it.
I would love to.
I would I would absolutely love to.
Okay.
Follow me.
(Banesa) Do you like tomatoes? I love tomatoes.
Try one of those.
So good.
- Oh, my God.
- Mmm.
Those are my favorite.
So much flavor.
Good.
Okay.
Do you want to help me? Sure.
I'd love to.
I'm gonna grab some bulbs out of there.
How old are you now? I'm 28.
You're 28.
Boy, you look so young.
Are you married? I'm not.
I'm with I'm a single parent.
Yeah? And my my son has Down's syndrome.
So he was born with Down's syndrome, and we didn't know.
That's been a challenge in itself.
I bet.
But he's he's wonderful.
He's pure joy, and the only thing that I want for him is to have the the life that you and I have.
I want him to have that opportunity, and I am creating that for him.
Right.
Oh, hey.
How are you guys? Hi! Oh, my gosh.
Ohh! Hi.
Hi, babe.
Hi, I'm Sam.
What's your name? Kirsten.
Kirsten? It's great to meet you.
Oh, and this is Alaia.
Hey, buddy.
Hey, Alaia.
(Travis) Banesa is one of those people that fits Dutch Bros.
's culture really well.
She she shines.
What cute kids.
Oh, my gosh.
You say hi to Sam? You've got a beautiful smile there, miss.
Thank you.
And your mom boy, she is special.
(Travis) She has everything in her heart and her mind and her soul to defy the odds to be a force for good, without a doubt.
It's special and unique.
(Announcer) Coming up the remaining employees think they're going to decide whether or not Sam deserves money to start his own business.
How will they react when the boss reveals his true identity? [Laughs.]
Oh, what's happening? Welcome to Undercover Boss, bro.
Oh (Travis) Seeing all these people in my shops, in El Salvador it puts the focus for me right on gratitude.
Dutch Bros it's more than just one person, and it's more than just a cup of coffee.
My employees are coming to Grants Pass, Oregon.
This is where all the fun really begins, and I can't wait to reveal my identity.
Hi.
Hi.
[Laughs.]
Have we met? Yes, I maybe.
Who am I? You're Travis.
Why are you laughing? [Laughter.]
I'm just confused.
What are you doing out here? Doing that crazy show? Yeah [Laughter.]
Oh, what's happening? Well, I got something to tell you, dude.
I got to confess.
- It's kind of heavy.
- Okay.
Have you ever heard of Undercover Boss? Yeah.
Yeah? Welcome to Undercover Boss, bro.
Oh Okay.
[Laughs.]
Jazmin, meeting you, it was super epic.
[Laughs.]
So awesome.
Good.
I got to share with you.
When I came down there and you told me I'd be running remember that? Sorry I made you do that now.
A medium iced decaf cocomo.
Cool.
I love it.
I'd never done the runner system before.
Okay.
Well, good, then.
So to experience it oh, my gosh.
It was amazing.
We're gonna implement the runner system because of what you did and how you showed me.
Thanks.
That's awesome.
Your customers obviously love you.
Your crew loves you.
Thank you.
And the stories that you shared with me, through losing your grandpa, your mom [Sobs.]
Sometimes people shine, and sometimes they crumble.
You conquer.
You don't crumble.
I know you want a franchise.
I'm going to give you $50,000 toward your dream of franchising.
[Crying.]
Seriously? Oh, my God.
Thank you.
I don't even know what to say but thank you.
It's not because of me.
It's 'cause of you.
[Crying.]
I just know my grandpa would be so excited for me right now.
You are, um just making my dreams come true.
I want to hug you.
[Laughs.]
(Jazmin) I'm so excited.
I don't even know what to think right now.
I will own a Dutch Bros.
It will be Jazmin's Dutch Bros.
, which I'm really excited to say, really excited to see.
[Laughs and sighs.]
Banesa, you remind me so much of my brother.
[Sniffles.]
You've got a special, selfless spirit about you that is so contagious.
It's so important to me that people are able to go live their dreams in the organization, and you have pushed me.
My goal is to have a community garden to help feed the community.
Oh, my God.
What I want to do is form a foundation that has money in it, and it goes to causes that our broistas believe in.
I would like you to be the first recipient of $50,000 from the Love Abounds Foundation.
Thank you.
You're welcome.
Thank you.
You think you're gonna plant a bigger garden? You're gonna start a garden? I didn't think that it'd be so, like, soon that I'd be able to do that.
[Cries.]
You can now.
Thank you.
There's one more thing.
I want to give you $10,000 on top of that, but the $10,000 is for you because I know you're so selfless.
I want to make sure that you're gonna use it for you and your kids.
[Crying.]
Thank you.
(Banesa) I'm just amazed and blessed.
I'm so lucky.
I'm excited for my future.
I'm excited to go home and actually be able to put forward my plans.
Thank you.
Can I hug you? (Banesa) I feel really honored to be the inspiration for Love Abounds.
I knew that I could encourage people, but to encourage someone like Travis, who already has given so much, who already is an inspiration to me, is amazing.
Is this real? You're really on Undercover Boss? I was in an R.
V.
, dude, watchin' you do every little move, man.
My heart's going 100 miles an hour.
I don't know what to say.
I was blown away, dude.
You were epic.
The one thing that you pointed out is, we need leadership back there.
Well, we have a roast master, and that's my boss.
I had a hard time with him.
He kind of treated me like, you know, a dog.
I think it would be a great thing for us to sit down as a group and walk through how we can make it work.
Mm-hmm.
And I want to make sure that I'm helping.
I mean, the whole thing with the conveyor belt breaking it sucks.
I intend to have backup equipment so that if something ever does break, man, we just don't miss a beat.
Yep.
One thing that you've always been passionate about it's two wheels, man, right? So this is what I want to do, man.
I want you to fantasize about what you're gonna do with the 10,000 bucks that I'm gonna give you to either do your own motorcycle repair shop, go to motorcycle mechanic school, something that fills you.
For real? Like, this is real.
Without a doubt.
This is real.
Oh I never saw anything like this possible.
That's why I stopped racing.
And I did what I could with what I had.
What would you need for your sister? What do you think your sister needs financially? Just an apartment.
She doesn't have a place? I'm gonna do the same thing for your sister.
I'm gonna give her 10 grand too.
[Crying.]
It still blows me away to have somebody just walk into your life like this.
You guys walked into my life, man.
I mean, I'm still in shock, but I feel like it is the beginning of a new chapter.
You got to tell your sis, man.
I don't know how.
(Wil) My sister I think she'll use it to find her true passion in life.
I always just try and instill to her that everything pays off if you work hard enough for it.
(Travis) I came on this quest to make sure the culture is intact.
And it was simply amazing.
Dane's spirit is so alive in the company.
Anybody who's great in this life at anything, they make an impression that can last forever.
And that's what Dane did, and he will always be there for me.
It's a brotherhood, and that's what this business is all about brotherhood.