00:07Oh, hey. Welcome in. How can I help you?
00:10I was wondering if maybe I could get a small cup of coffee.
00:16It's... I don't really have a lot of money, but it's really cold outside.
00:21Yeah, yeah, of course. Coffee's perfect for a chilly morning, isn't it?
00:25Yeah, it really is. I don't think I have enough for a full cup, so maybe just half?
00:33Half a cup? That doesn't sound like it'll warm you up enough.
00:37Tell you what, let's get you a full cup. Don't worry about the money.
00:41No, no, no. I don't want to be a burden. I know how places like this work.
00:46Every penny counts, right? I'm okay with just half.
00:50Well, every penny counts, but so does every person. And right now, you look like you could use something warm.
00:57So, how about we make a deal? Let me get you a proper cup of coffee, and you promise to
01:03enjoy it. Deal?
01:07Why... why are you being so nice to me?
01:09Honestly, it's because I can, and because sometimes a little kindness goes a long way.
01:15Plus, I've seen my fair share of cold mornings, so I know how rough they can be.
01:20I... I don't know what to say. I'm not... I'm not used to people being so... so generous, especially when
01:30they don't have to be.
01:32That's okay. You don't have to say anything. Just warm up, take it easy for a bit.
01:37I used to have a job, you know, not that long ago. Things were going okay. And then, well, life
01:46happens. And suddenly, it felt like everything was slipping through my fingers.
01:52I'm so sorry to hear that. That sounds really tough.
01:56Yeah, it is. But... that's people like you who make it a little easier, you know. A cup of coffee
02:06might not seem like much, but... right now, it feels like everything.
02:12Well, that's all the more reason to make sure you've got the best cup that we can give you. Here
02:18you go. Hot and fresh.
02:24Oh, thank you. Really. You didn't have to do this, but you did.
02:31Like I said, it's the least I can do. And who knows, maybe someday you'll be in a position to
02:36do the same thing for someone else.
02:38Maybe, yeah. I like that.
02:41Why don't you go ahead, have a seat, get comfortable.
02:56Ashley? What's going on here? Why is she sitting in here?
03:01Oh, hey Frank. She just wanted a cup of coffee.
03:05She's not a paying customer, is she?
03:07Frank, she didn't have enough for a full cup, so I just gave her one. It's freezing outside and she
03:13just needed something warm.
03:14You gave her a cup of coffee? Do you realize what kind of message that sends? We're running a business
03:20here, not a soup kitchen.
03:22I understand that, Frank, but it was just one cup, and it made a huge difference to her, so I
03:28thought...
03:29Exactly. You thought. You don't get paid to think, Ashley. You get paid to follow the rules, and the rules
03:36are pretty clear.
03:38We don't give out free drinks, not to anyone.
03:41It's okay, really. I didn't want to cause any trouble. If it's a problem, I can leave.
03:48Yes, it is a problem. We have standards to maintain, and someone like you hanging around here isn't exactly good
03:55for business.
03:57Frank, that's not fair. She didn't do anything wrong. She just needed a little help, and I thought we could
04:02show a little bit of compassion.
04:04Compassion? That's not what we're selling here, Ashley. We're selling coffee and selling a certain image.
04:10This isn't charity. You don't understand that? Maybe you're not cut out for this job.
04:15Is that what you think this place should be about? Just making money, no matter what?
04:20I thought we were supposed to make people feel welcome here.
04:23I don't need you to lecture me on how to run this place, Ashley. I'm the manager. You're the employee.
04:30You don't get to decide how things work. If you want to keep your job, you'll stop giving away free
04:35coffee and start focusing on what you're paid to do.
04:39Look, I really don't want to cause any trouble. I appreciate the kindness, but if it's an issue, I'll just
04:47leave.
04:48Wait, please. You shouldn't have to leave. Just be-
04:51That's enough, Ashley. I've heard all I need to hear. You overstep, and you can't even follow a simple rule.
04:57Then maybe you need to consider looking for a job somewhere else.
05:02I'm sorry that's how you see things. Because from where I'm standing, it looks like Ashley is the only one
05:09who understands what it means to be hospitable.
05:12And what do you know about running a business, huh? You think you can walk out the street and just
05:17-
05:17I know enough to see when someone is treating their staff and customers poorly.
05:23And if this is how you handle things, then maybe you're the one who doesn't belong here.
05:29Yeah. How about you get out of my coffee shop?
05:36We'll see how things play out.
05:51Oh, hey. You're back. I wasn't sure I'd see you again today.
05:55Yeah, well, I didn't want to leave things like that. I managed to gather up some more change and thought
06:05I might be enough for a full cup this time.
06:08Oh. Here. Tell you what. I'll take half and cover the rest. My treat.
06:17Thank you. Really. I didn't expect anyone to be this kind.
06:21You deserve it. Everyone deserves a little kindness. Especially on days like this.
06:27What is she doing here? I thought I made myself perfectly clear.
06:31Frank, she's just here to get a cup of coffee. And she paid for it. So I'm just helping her
06:36out.
06:37I told you we don't do charity here. This is the last straw, Ashley. You're fired.
06:43Actually, no. She's not fired.
06:46And who do you think you are telling me how to run my coffee shop?
06:50My name is Cheryl. I'm the CEO of this coffee shop chain.
06:59You? You're the CEO?
07:02Yeah. I've been visiting different locations undercover to see how our values are being upheld.
07:09And what I've seen here today is disappointing, to say the least.
07:13I had no idea. If I... If I would have known... I'm just...
07:19That's exactly the problem, Frank. You shouldn't have to know when someone is to treat them with basic kindness and
07:29respect.
07:29When I started this company, I wanted our cafes to be places where everyone felt welcome.
07:37No matter who they were or what their situation was.
07:41And actually here is the only one who seems to understand that.
07:45Wait, Miss Cheryl. Look, I've been running this place for years and I made it profitable. Look, if you just
07:52give me...
07:52No, Frank. Profitability doesn't mean anything if it comes at the cost of our core values.
08:01If you can't treat people with respect, then you don't belong in this company.
08:07Effective immediately? You're fired.
08:14We'll see about that.
08:21I'm sorry you had to deal with that, Ashley. But I want you to know how much I appreciate what
08:27you did today.
08:28You showed real compassion. And that's exactly what this company is supposed to stand for.
08:35Wow. Thank you. I... I was just trying to help. And I didn't want to see someone turned away like
08:41that.
08:41I think it's time we talk about giving you a promotion.
08:47How would you like to help me make sure more of our shops are run the way they should be?
08:52I... I don't know. I don't know what to say. That would be... That would be incredible.
08:57You've already said enough. Your actions spoke louder than words ever could.
09:03Thank you so much. I won't let you down.
09:11I won't let you down.
