An Undercover CEO visits her own business incognito and witnesses a rude manager humiliating a customer in front of everyone. The manager uses their position to make dismissive comments, ignore concerns, and treat the customer with complete disrespect.
What the manager doesn’t realize is that the person quietly observing the situation is the CEO herself, carefully watching how customers are truly being treated.
As the truth comes to light, the powerful lesson about professionalism, customer service, and accountability becomes undeniable, leaving the manager exposed and forced to face the consequences of their actions.
👀 Watch until the end for a dramatic and eye-opening reveal.
🚀 Subscribe now and hit the 🔔 bell icon so you never miss an episode!
#UndercoverCEO #CustomerService #RespectMatters #LifeLesson
What the manager doesn’t realize is that the person quietly observing the situation is the CEO herself, carefully watching how customers are truly being treated.
As the truth comes to light, the powerful lesson about professionalism, customer service, and accountability becomes undeniable, leaving the manager exposed and forced to face the consequences of their actions.
👀 Watch until the end for a dramatic and eye-opening reveal.
🚀 Subscribe now and hit the 🔔 bell icon so you never miss an episode!
#UndercoverCEO #CustomerService #RespectMatters #LifeLesson
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FunTranscript
00:05Are you just going to wipe that table all day or are you going to actually do something useful?
00:09I'm sorry. It's my first day and I'm just learning where everything is.
00:13Of course it is. I don't have time to babysit incompetent new hires.
00:17The coffee machine is over there, the cups are over there, and I'm sure you can figure it out.
00:22If you can't, maybe you're in the wrong job.
00:25I understand. I'll do my best.
00:27Your best better be good enough.
00:29Or you won't last a week.
00:37I've never been to this spot.
00:39You haven't? No.
00:40I cannot believe you didn't come here.
00:43It's lovely.
00:44Oh, it is. It's great.
00:46Nice outdoor area too, you know.
00:52Welcome to Beacon Coffee. What can I get for you guys today?
00:55Hi. I'd like a medium latte with oat milk, please.
01:01And I'll have a regular coffee. Medium.
01:04Of course. Thanks.
01:10Hey, Veronica. We got an order for regular coffee and a latte with an oat milk.
01:16They won a regular coffee. Even an idiot could handle that. Sounds perfect for you. Make it. I'll do the
01:23latte.
01:24Of course.
01:29No, I-I thought this-
01:32Thanks.
01:33Thank you. Thanks.
01:39Something tastes off. I think this might be regular milk, not oat milk.
01:44Really? Well, maybe you should say something. I-I know you're lactose intolerant.
01:48I mean, I don't want to cause trouble. Maybe I'm wrong.
01:51No, no. It's not causing trouble. It's a simple mistake. They'll fix it.
01:56I guess you're right. Okay.
02:04Excuse me.
02:06What?
02:07Hi. Um, I ordered a latte with oat milk, but I think I might have gotten regular milk by mistake.
02:15Would it be possible to get it remade?
02:17Are you sure you even ordered oat milk?
02:19Oh, yes. I'm sure. I definitely said oat milk.
02:23Well, I made it exactly as ordered. I never make mistakes, so you probably just don't remember what you ordered.
02:29Uh, no. I'm certain. I asked for oat milk. I always order oat milk.
02:35Customers always try to pull this scam and get free drinks. I'm not falling for it.
02:39I'm not trying to get anything free. I'm lactose intolerant. I genuinely need oat milk instead of regular milk.
02:45Oh, you're lactose intolerant? Do you have a medical note proving that?
02:49I... I shouldn't need a medical note for a simple drink order. This is a reasonable request.
02:55If I remade every single drink that customers claim is wrong, I'd never get anything done.
03:00Half of you don't even know what you ordered in the first place.
03:03Veronica, I can just remake it for her, okay? It'll only take a minute.
03:07Stay out of this and mind your own business. I'm handling it.
03:11Sorry.
03:14You know what? It's fine. I'll just take the drink as is. Thank you anyway. Good. Because that's what you're
03:22getting.
03:29What happened?
03:31She refused to make it. She said I was trying to scam them and was being really rude about it.
03:36What? That's completely unacceptable. You have a real dietary restriction.
03:41Please, just let it go. I don't want to make this worse.
03:44No, this isn't right, Lisa.
03:48Excuse me.
03:50I... No.
03:53Excuse me.
03:56What do you want now?
03:57My partner has a legitimate dietary restriction. She simply asked for her drink to be remade correctly.
04:03The way you handled that was unprofessional and disrespectful.
04:07I don't need a lecture from you about how to do my job.
04:10I'm not lecturing you. I'm asking you to show just some basic customer service.
04:14The customer isn't always right, despite what people think. Sometimes customers are wrong.
04:19Well, in this case, she's right. She ordered oat milk. She didn't get oat milk. That's a fact.
04:25I don't believe that. And I'm not remaking anything.
04:28Okay. Is there a manager I can speak to about this?
04:31I am the manager, so good luck with that.
04:34Then I'd like to contact corporate so I can file a complaint.
04:37Are you threatening me?
04:38Huh. I'm not threatening anyone. I'm going to report what happened here today.
04:42Go ahead. Report it. Nobody cares. Nobody ever does anything about complaints.
04:47I've been manager here for five years. I've never been disciplined once.
04:51So, your little complaint will go nowhere.
04:53Well, we'll see about that.
04:55You know what? If you and your girlfriend are going to cause problems, you two can leave right now.
04:59Okay. We paid for our drinks. We have every right to be here.
05:03Not if I ban you from the premises, which I'm doing. You're banned.
05:08I can still remake the drink.
05:10If you speak up one more time, you're fired on the spot. Do you understand me?
05:15Entitled customers like you ruin the service industry.
05:18You think you can just walk in here and make demands and threaten people's jobs?
05:22Okay. Entitled managers like you ruin businesses. You're supposed to serve customers, not bully them.
05:28Get out. Right now.
05:29I'm not leaving until someone takes responsibility for this situation.
05:33Fine. I'm calling the police. I'll have you removed for trespassing.
05:37Ethan, please. It's not worth it. Let's just go.
05:40Lisa.
05:41Please. I just want to leave.
05:44Okay. For you.
05:46That's what I thought. Run along now. Maybe next time you'll think twice before wasting my time with your fake
05:52complaints and fake allergies.
05:54Veronica, what you just did was completely out of line.
05:57What did you just say to me?
05:58I said your behavior was inappropriate and wrong. You treated them terribly.
06:04You have some nerve speaking to me like that. On your first day, no less.
06:08Someone needs to say it to you.
06:10Fine. You're fired. Pack your things and get out.
06:14You can't fire me.
06:15Can't fire you? I'm the manager. I can fire whoever I want, whenever I want.
06:21Actually, you can't.
06:23What are you talking about?
06:27Jordan Chen, CEO of Beacon Coffee Company, the chain that owns this location and 47 others across the state.
06:36This... this is some type of joke, right?
06:39It's not a joke. I do undercover visits to our locations periodically to see how things really operate when corporate
06:48isn't watching.
06:49And, you know, I've seen more than enough today. Your treatment of these customers, your refusal to correct a simple
06:57mistake, your threats, your hostility, all of it, Veronica, it's grounds for immediate termination.
07:04I was just enforcing policies, maintaining order, stopping people from taking advantage.
07:10There's no policy that supports treating customers the way you treated these two. Your behavior was so abusive and you
07:18created a hostile environment.
07:19I've been with this company for five years. I've always done my job. I never...
07:24Doing your job means serving customers with respect and dignity, which you clearly haven't done. Not today. And I'm guessing
07:33not for a long time.
07:35You can't do this. You can't fire me based on one incident.
07:38It's not one incident. You've been behaving this way for five years and no one stopped you. That ends today.
07:45I demand to speak to HR. This is unfair. You were pretending to be someone else.
07:51You're welcome to contact HR, but the decision is final. You're terminated. Effective immediately. I need your keys and, well,
08:00you should be wearing your name tag. Just your keys.
08:03This isn't fair. It was one mistake. Everybody has bad days.
08:08This wasn't a bad day. This was a pattern of behavior. And it stops now.
08:14Fine. You'll be hearing from my lawyer about this.
08:18You're welcome to contest this through the proper channels, but the decision stands.
08:27I am so sorry for what you experienced here today. That was unacceptable.
08:32So, you're really the CEO?
08:35I am. And I promise you, what Veronica did is completely against everything our company stands for.
08:41Well, thank you for believing in us. And for stepping in.
08:45You shouldn't have had to go through that, you know. Guys, please sit down. Let me make this right.
08:51One latte with oat milk made correctly this time.
08:55Thanks.
08:56Hey, I'm glad we stayed.
08:58Me too.
09:01You wanted to see me, Richard?
09:04Emma, what is this? These reports are a mess. I asked for the Q2 projections, and you give me this
09:12garbage?
09:14I'm so sorry, Richard. I was following the data that was provided by the finance team. Maybe there was a
09:21mix-up.
09:22A mix-up? You realize how incompetent that makes us look? I can't have you making mistakes like this. It
09:29reflects poorly on me.
09:31I will double-check everything and make sure it's corrected right away.
09:36Double-check? You should have triple-checked before handing this in. Do you even care about the quality of your
09:43work, Emma?
09:44I do care, Richard. I'll fix it immediately.
09:48Yeah, you better. And while you're at it, give me a coffee. Black. Two sugars. Maybe that's something you can
09:55handle without messing up.
10:03Unbelievable. It's impossible to find anyone competent anymore.
10:19Uh, yeah, excuse me. Can I help you?
10:23Good morning. I'm here for the job interview, the marketing manager for the new brand launch.
10:31You? For the marketing manager position? You must be joking, right? Aren't you a bit old for this job?
10:40Well, age is nothing but a number. I have over 40 years of experience in the industry.
10:46Experience? In fashion? Do you even know what's trendy nowadays?
10:52Fashion changes every season. Every month, even.
10:56Darling, I have seen the trends. I've seen them come and go.
11:00Understanding the core of what makes a brand successful is timeless.
11:06Timeless? Well, we need someone that lives and breathes the current trends. Someone young, vibrant.
11:12I prefer young ladies for this job. They have better knowledge and frankly, they're more pleasant to have around.
11:23My experience includes leading successful campaigns for some of the top brands in the world.
11:30Look, I understand what resonates with consumers, regardless of their age.
11:35Yeah, well, that may have been true back in your day, but now the industry is different.
11:41It's fast-paced, dynamic. You have to be in sync with the latest fads.
11:45I assure you, my ideals are anything but outdated. I've adapted with the times and can bring a wealth of
11:54knowledge that fresh graduates just can't match up to.
12:00Look, I appreciate your enthusiasm, okay? But we need someone who understands today's youth. Someone who can connect with our
12:09target demographic on social media. Someone who can go viral.
12:15I understand the importance of social media. And I have successfully managed multiple digital campaigns. Age does not hinder creativity
12:27or the ability to innovate.
12:30Look, you just don't seem to get it, okay? Our brand is all about being fresh and cutting edge and
12:38an old timer like you simply can't grasp that.
12:43Is that so? Well, I won't be leaving this office without this job. I believe my capabilities and what I
12:56bring to the table to this company are extremely valuable.
13:00Well, you're persistent, I'll give you that. But persistence isn't enough. We need someone who fits the image of the
13:08brand and frankly, that's not you.
13:13I fit the brand in ways you can't even begin to understand. I mean, my years of experience, my knowledge,
13:21my passion for the industry, they make me a perfect candidate.
13:28Passion? Let's be real. Passion is for the young. They have the energy, the drive. What can you bring that's
13:37different from a young, energetic team member?
13:42Wisdom. Insight. A perspective that only comes from years of dedication and hard work.
13:49Wisdom. Insight. That sounds like something out of a self-help book. We need real tangible results.
13:57And I can deliver those results. You just have to give me a chance to prove it.
14:04Well, I'm not convinced. All right. In this line of work, image is everything. And you, well, you just don't
14:11fit the image.
14:12Well, then let my work speak for itself. Give me the opportunity and I will exceed your expectations.
14:20We'll see about that. Emma, can you come in here, please?
14:32Yes, Richard? What's going on?
14:35Uh, this woman refuses to leave. She thinks she can bully her way into this position. Call the police and
14:44have her thrown out.
14:45I'm sorry, Richard, but I can't do that.
14:48What do you mean you can't do that? Why not?
14:52Because I know who she is.
14:55What are you talking about, Emma? She's just some old lady who thinks she can waltz in here and take
15:01over.
15:03Emma, it's good to see you again.
15:08Wait, you two know each other?
15:10Yes, Richard. Elizabeth isn't just any candidate. She's Elizabeth Hartwell, the founder and CEO of this company.
15:21CEO? This must be another joke, right?
15:24It's no joke, Richard. She's the reason this company exists. She built it from the ground up.
15:31Why didn't you say something sooner?
15:34Well, I wanted to see how my employees treated potential candidates. And you, Richard, you failed spectacularly.
15:44But... I thought... I didn't know...
15:49You basically judged me based on my age. And you dismissed my experience. You didn't even look at my resume.
15:56Um, your behavior is... just unacceptable.
16:01Look, please give me another chance, okay? I can change. I promise.
16:07No, Richard. This company needs leaders who are fair. Who are competent and respectful. You've proven that you're... let's see...
16:18none of those things.
16:21Look, Ms. Hartwell, okay? I had no idea. You have to understand. I was just trying to do what's best
16:27for the company.
16:28This company was built on innovation. And respect. And once again, you've demonstrated neither.
16:36Look, I can change, okay? I swear. I promise. Like, from here on out, I'm gonna be... so much better.
16:45You dismissed my experience. You insulted me. And you demonstrated a blatant disregard for... what this company stands for. That's
16:57not something that... I can overlook.
17:02Richard, this isn't just about today. There have been complaints about your behavior from other employees as well. This is
17:09a pattern. It's not a one-time mistake.
17:12What are you... complaints? What complaints? I've always done my job to the best of my ability. I've never, like,
17:21done anything wrong.
17:25Your best? Well, if your best includes belittling, discriminating against potential candidates, creating a hostile work environment. I mean, it's
17:37just not the standards we hold ourselves to here.
17:41Please. Miss Hartwell, I can do much better. I promise. I... Richard, this isn't about giving you another chance to
17:52do better.
17:53It's about maintaining the integrity and values of this company. Your actions today have shown that... you're just not the
18:02right fit for this role. You know?
18:05Wow. So now you cheat other people. Yeah.
18:09It's not okay. Okay, so what am I supposed to do now?
18:14Well, you are supposed to collect your things. And then I would like you to leave immediately. Your employment has
18:21officially been terminated.
18:25So, let's ensure that the next person we hire shares our values, the values that we cherish. We can't afford
18:34to make another mistake like this again.
18:37Absolutely, Miss Hartwell. I'll start the process immediately.
18:40Uh, yeah, yeah, yeah. I'm glad you guys are having a nice little tea party here. You're both gonna miss
18:46me when I'm gone.
18:57No, we won't. I doubt it. But, let's get to work.
19:13What are you standing around for? It's trash on my floor. Clean it up.
19:18Of course, sir.
19:19Alright, and make sure you sanitize the area afterwards. I don't want any germs running around my lobby.
19:23Absolutely, sir. I'll take care of it right away.
19:29Where are the morning occupancy reports? They should be on my desk by now.
19:33Yeah, I'm still compiling them from the night audit, Mr. David. I should have finished shortly.
19:39Shortly. What does that mean exactly? Five minutes? Ten? Any specifics?
19:44Well, maybe fifteen minutes or twenty at most. I just need to double check a few more entries.
19:50They were due thirty minutes ago. Okay, I have a corporate call in one hour and I need those numbers.
19:55What exactly have you been doing all morning?
19:57So sorry. I'm doing my best to get them finished as quickly as possible.
20:02There were some discrepancies in the night audit that I had to verify.
20:06You know, I'm starting to regret hiring you. Besides being an incompetent woman, you're too young and inexperienced.
20:12It's a terrible combination for front desk operations. This is a basic hospitality management position.
20:18If you can't handle simple report generation, maybe you're in the wrong industry.
20:22I understand, sir. I'll work faster. I promise I'll have everything ready soon.
20:26Soon isn't good enough. If you don't finish those reports immediately, I'll have to make some harsh decisions about your
20:31employment at this hotel. You understand?
20:33Please don't fire me, Mr. David. I really need this job to gain experience in hospitality.
20:39My family is struggling financially right now and I can't afford to lose the position.
20:43It's not my problem. You think I care about your personal drama? Hmm?
20:48I'll work overtime. I'll stay every night to learn the systems better. Just please give me another chance.
20:55Then you should have thought about your family before doing subpar work.
20:58Of course I understand, sir.
21:00Right. You need thicker skin if you want to survive in this hotel industry. This business isn't for the weak.
21:05You're right. I'll finish the reports right away.
21:12Were you eavesdropping on our conversation?
21:14No, sir. I was just doing my job. I couldn't help overhearing since we're all in the same lobby space.
21:21Just doing your job? Your job is to clean, not to listen on my confidential discussions.
21:26Of course, sir. I apologize if I overstepped my boundaries.
21:30Yeah, I don't buy that. Who do you think you are? You think you have the right to listen to
21:35my conversations?
21:36I wasn't intentionally listening, Mr. David. You were speaking quite loudly and the lobby has an open design with excellent
21:43acoustics.
21:45Excellent acoustics? Is that right? Who do you think you are speaking to management like that?
21:50I'm just a housekeeper, sir. I didn't mean any disrespect.
21:54You're damn right you didn't. Get back to work immediately and stay out of my business.
21:57Of course. I'll continue with my duties.
22:00And I want to see these floors spotless. Okay? Not just clean, spotless. I have important guests coming through here
22:06later.
22:07I understand, sir. The floors will be perfect.
22:15Clean this up. Reorganize everything perfectly and make sure it looks better than it did before.
22:20Of course, sir. Should I replace the flowers as well?
22:23Figure it out. That's what we pay you for.
22:26Of course, sir. Whatever you need.
22:29Yeah. It's more like it.
22:3145 minutes on those reports. Not a minute longer.
22:44Let me see those reports. Now.
22:46Here they are, Mr. David. I did my best work and I hope they meet your standards.
22:51Let's see about that.
22:55I have very high standards for accuracy. These reports are substandard. Multiple errors throughout. Look at this formatting mess.
23:03And your data compilation methods are questionable at best.
23:06Could you show me specifically what's wrong? I thought I followed the template effectively.
23:11I don't have time to give you a tutorial. You should have known this. Any competent clerk would see these
23:16problems immediately.
23:17Chris, I'm so sorry. I thought I double checked everything.
23:22Well, you didn't. Stop apologizing in face of facts. Okay? You're clearly incompetent and might not be suited for this
23:27hospitality industry.
23:29Maybe you should consider something easier like retail or food service.
23:33Sorry, Mr. David. I want to improve. I'm still learning and perhaps you assigned me too many complex tasks for
23:42my current experience level.
23:44Now you're saying it's my fault? This is basic front desk work. If you can't handle simple report generation, what
23:50use are you?
23:52There you go crying again. You're too soft for the demanding hotel business, okay? I'm seriously considered letting you go.
23:59Please don't fire me. Like I said before, my family really needs this income. We're going through a tough time
24:05financially.
24:06You should have considered that before doing some par work. I told you, your personal situation doesn't excuse poor performance.
24:12Excuse me? Could you give Lindsay some space? She's clearly distressed and needs a moment to collect herself.
24:20Oh, is that right? And what are you doing here again? Didn't I tell you to do your job? To
24:24clean the floors? Change the sheets? Not insert yourself into my management decisions?
24:28When I witness workplace injustice, I feel compelled to speak up. It's about basic human decency.
24:35You're just a housekeeper. Mind your own business. There's a hierarchy here for a reason. You should be invisible, just
24:41doing your cleaning tasks without opinions or interference.
24:44But look at what you've done to her. You didn't need to treat her that way. She's still learning.
24:50But everyone deserves basic respect regardless of their position in the company.
24:55Let me tell you something about respect. I worked hard to become a hotel manager, okay?
24:59I climbed from night clerk to my current position through dedication and sacrifice.
25:04Workplace hierarchy exists for a reason. Respect must be earned through hard work and promotion, not given freely to every
25:11employee who shows up.
25:13I can appreciate your journey, Mr. David.
25:15I put 12-hour days in, worked weekends, missed family events. That's how you earned your position in my industry.
25:20I understand you worked hard. But respect should be mutual. If you want to be respected as a manager, you
25:27should also respect your staff.
25:28Whether they're housekeepers, clerks, or maintenance workers.
25:32If you keep thinking that way, you'll never advance. You'll always be pushing cleaning carts and polishing rooms. Is that
25:38what you want?
25:39You'd be surprised.
25:41What's that supposed to mean?
25:42Nothing. Just an observation.
25:46I don't like riddles from the cleaning staff. I don't have time for this. I have a conference call with
25:51corporate in 20 minutes.
25:52I can't believe I have to deal with these people.
26:01I'm so sorry that happened.
26:03It's okay. Thank you for intervening earlier. What he said about mutual respect was really wise. I wish more people
26:11in hospitality shared those values.
26:13You handled yourself very professionally under difficult circumstances.
26:18I was trying not to lose my temper. It's hard when someone speaks to you that way.
26:23You seem very bright and dedicated. You have real potential for growth in the hotel industry.
26:29Thank you. But I'm starting to doubt my abilities. Maybe I should look for work in a different field like
26:36Mr. David suggested.
26:37Don't let one person's poor management style define your career path.
26:42I mean, what if he's right? What if I'm not cut out for this?
26:46Don't listen to David. He's a poor manager who's failing at his job. He shouldn't have overwhelmed an entry-level
26:53employee with complex responsibilities without proper training and support.
26:58Good hotels invest in developing their staff.
27:01You're right about that. Thank you again for your encouragement and perspective. It means a lot coming from someone with
27:09experience.
27:10I've seen a lot in this industry. Good managers and bad ones.
27:16Really? How long have you been working in hotels?
27:18Longer than you might think.
27:22What are you two best friends now? How touching.
27:26We were just having a brief conversation.
27:28Oh, a conversation. How delightful.
27:31I'm sure corporate would love to know their employees are socializing on company time.
27:36Get back to work. Both of you are wasting valuable time with your little conversations.
27:42We were just taking a break. Rest periods are important for maintaining service quality and employee well-being.
27:48There are no breaks in the hotel business. How many times do I have to tell you?
27:51Staff needs to give 100% at all times, whether they're bellhops, clerks, or management.
27:57Guest satisfaction depends on constant vigilance.
28:01This hotel doesn't operate that way. The company prioritizes employee welfare because happy staff provide better guest experiences.
28:08And what would you know about how this company operates? You're just a housekeeper.
28:13Actually, David, I'm the CEO of this hotel chain. I've been working undercover to evaluate hotel operations and management practices.
28:25And I am deeply disappointed by what I've witnessed.
28:29Okay, this is ridiculous, okay? You're just trying to get me in trouble.
28:33My name is Gretchen Morrison, Chief Executive Officer of Morrison Hospitality Group. Employee ID number 001.
28:42You can verify my identity through corporate if you'd like.
28:45Oh my god, you're telling the truth. I remember seeing you in the company newsletter.
28:50Let me tell you about this humility, David.
28:54This company was built on respect, compassion, and the belief that every employee contributes to our success.
29:01We only employ people who embody these principles, and it's clear that you don't fit into our culture.
29:08Okay, this company's policies are unrealistic and soft.
29:11Okay, you can't run a profitable business by coddling employees and making expectations for every sob story.
29:17You're fired, David. Your treatment of staff and failure to uphold company standards is unacceptable. Security will escort you out
29:26within the hour.
29:27This company's going to fail without me. The proper leadership that it needs. Not leadership like yours.
29:39Lindsay, I'd like to offer you a promotion to Assistant Front Desk Manager with a 30% salary increase.
29:47I'll also arrange financial assistance for your family through our employee support program.
29:52I can't believe this. Thank you so much for your kindness and for believing in me.
30:00You have exactly the qualities we value in our managers. With proper training and support, you'll excel in this role.
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