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(Robert) NEXT ON "RESTAURANT IMPOSSIBLE"...
FOOD'S SUPPOSED TO MAKE YOU WANT TO DANCE.
I'M GOING TO FIX A RESTAURANT WHERE THE OWNERS SHOULD KNOW
WHAT THEY'RE DOING.
YOU'VE RUN SUCCESSFUL RESTAURANTS,
AND YOU CAN'T DO IT HERE.
INSTEAD, THEY'VE MENTALLY CHECKED OUT
OF THEIR OWN BUSINESS.
YOU'VE ALLOWED COMPLACENCY
TO ENTER YOUR WORKPLACE.
I HAVE BEEN FULL OF EXCUSES.
LOOK AT WHAT'S IN THE MIDDLE OF THE FORK--
SOMEBODY ELSE'S CHEWED FOOD.
WE HAD SO MANY PROBLEMS,
I DIDN'T FEEL LIKE GETTING UP IN THE MORNING AND DO ANYTHING.
WHAT ABOUT THIS?
(all) OHH.
ENOUGH, ENOUGH. YOU NEED TO FIGURE OUT WHAT YOU WANT.
YOU EITHER WANT A SUCCESSFUL RESTAURANT AND YOU CHANGE,
OR YOU GO UNDER-- YOUR CHOICE.
Closed Captions provided by Scripps Networks, LLC.
(man) ROBERT IRVINE IS A FEARLESS CHEF
AND TOP RESTAURATEUR.
HE'S NEVER MET A CHALLENGE HE WOULDN'T TAKE.
ROBERT'S NEW MISSION--
FIX AMERICA'S MOST DESPERATE RESTAURANTS.
WITH LIMITED TIME AND FEW RESOURCES,
THIS MAY BE...
I'M IN LEBANON, NEW HAMPSHIRE.
DAY 1 OF MY MISSION TO FIX A MEXICAN RESTAURANT
CALLED GUSANOZ.
OWNERS NICK AND MARIA ARE IN DESPERATE NEED OF HELP.
GUSANOZ HAS BEEN ALL ABOUT FAMILY,
AND IT MEANS EVERYTHING TO US.
I GREW UP IN DURANGO IN MEXICO.
I WANTED TO MAKE THE FOOD THAT I GREW UP EATING.
BETWEEN MARIA AND MYSELF PRIOR TO OPENING GUSANOZ
WE HAD WELL OVER 25 YEARS
OF COMBINED EXPERIENCE IN THE RESTAURANT INDUSTRY.
WHEN WE OPENED GUSANOZ SIX YEARS AGO,
WE GOT OFF TO AN INCREDIBLE START.
WE HAD A LINE OUT THE DOOR.
PEOPLE WOULD WAIT 40 MINUTES FOR A TABLE.
(Maria) WE WERE OPEN FOR A YEAR IN THIS RESTAURANT
WHEN THE OPPORTUNITY TO OPEN THE SECOND RESTAURANT CAME UP.
THAT WAS OUR FIRST MAJOR MISTAKE.
THAT SECOND LOCATION ENDED UP PUTTING US IN DEBT AT LEAST
A QUARTER OF A MILLION DOLLARS AND EVENTUALLY CLOSED IT.
OUR SOLUTION WAS TO OPEN ANOTHER LOCATION.
IT DIDN'T GENERATE A LOT OF PROFIT,
AND WE FOUND OURSELVES GOING DEEPER AND DEEPER INTO DEBT.
WE ENDED UP CLOSING IT.
IT TOOK OUR FOCUS FROM THIS RESTAURANT,
AND AFTER THAT, THAT'S HOW THINGS STARTED TO GO DOWNHILL.
(Robert) THE DISTRACTION CAUSED BY THE OTHER TWO RESTAURANTS
LEAD NICK AND MARIA TO NEGLECT THE ORIGINAL GUSANOZ,
AND THE CUSTOMERS STOPPED COMING IN.
AT THIS TIME, WE'RE ABOUT HALF A MILLION DOLLARS IN DEBT.
IT'S BEEN SO TOUGH THAT IT'S BEEN HARD FOR ME
TO EVEN SHOW UP FOR WORK.
(Nick) I SUFFER FROM MANY SLEEPLESS NIGHTS
WORRYING ABOUT HOW WE'RE GOING TO MAKE IT.
I LOOK AT NICK, AND I THINK ABOUT
THE WAY THAT WE OPENED THIS RESTAURANT
FULL OF HOPE,
AND IT BREAKS MY HEART TO SEE
THAT WE HAVE LOST SO MUCH.
NICK AND MARIA ARE RUNNING OUT OF TIME.
THEY'RE COUNTING ON ME AS THEIR LAST RESORT
TO SAVE THEIR RESTAURANT.
OH, MY WORD.
WHERE DO YOU START WITH THIS PLACE?
SILLY GARDEN LIGHTS,
HOLES IN THE WALL WHERE THE CHAIRS HAVE HIT AGAINST IT.
THE FRONT OF THE BAR IS FALLING OFF.
I CAN'T WAIT TO MEET THE OWNERS. I CAN'T WAIT.
HOW ARE YOU?
HOW ARE YOU, SIR? NICK YAGER.
HI, MARIA.
MARIA, NICE TO MEET YOU.
THANK YOU VERY MUCH FOR ALLOWING ME TO COME TO YOUR RESTAURANT.
TELL ME A LITTLE BIT ABOUT YOUR RESTAURANT.
MARIA AND I
HAD BEEN IN THE RESTAURANT BUSINESS FOR SOME TIME.
WE HAD WORKED WITH LARGE NATIONAL CHAINS.
WERE YOU A MANAGER? WERE YOU--WHAT WERE YOU?
AT THE TIME, I WAS AN ASSISTANT MANAGER.
AND YOU WERE...
ALSO AN ASSISTANT MANAGER.
AND YOU WERE SUCCESSFUL AT THAT?
WE BROKE A COUPLE OF, UH, RECORD SALES.
OKAY.
MARIA CAME HOME ONE DAY VERY DISTRAUGHT
WITH THE WAY THINGS WERE BEING RUN
AT THE FACILITY THAT SHE WORKED AT,
AND THAT'S WHAT BEGAN OUR SEARCH FOR OUR OWN BUSINESS.
MY DREAM WAS TO HAVE MY OWN PLACE
SO I COULD TAKE CARE OF MY EMPLOYEES.
YOU DIDN'T FEEL THE COMPANY WAS TAKING CARE OF YOUR EMPLOYEES
THE WAY YOU WOULD LIKE TO.
YES.
WHEN DID YOU BUY THIS?
SIX YEARS AGO.
WE WERE BUSY. IT WORKED INITIALLY.
WHAT WAS YOUR REVENUE?
SALES WERE IN THE $25,000 GROSS RANGE.
SO YOU WERE DOING $100,000 A MONTH.
WE WERE DOING GOOD BUSINESS.
AT THAT POINT THINGS GET MUDDY,
BECAUSE WE OPENED UP A SECOND LOCATION IN A RESORT TOWN
AND FOUND THAT TWO WEEKS INTO IT,
EVERYBODY WENT HOME AT THE END OF THE SUMMER.
WE WERE OPEN FOR 14 MONTHS.
HOW MUCH WERE YOU IN DEBT AFTER YOU CLOSED THE RESTAURANT?
APPROXIMATELY $250,000.
WE WASTED A LOT OF MONEY.
A YEAR LATER, WE WENT OUT AND OPENED UP ANOTHER LOCATION
THINKING THAT WE WOULD FIX OUR FINANCIAL PROBLEMS
BY GENERATING MORE REVENUE, WHICH PUT US FURTHER INTO DEBT.
WE OWE APPROXIMATELY $500,000 TO DIFFERENT ENTITIES.
YOU HAVE CHILDREN?
WE HAVE FIVE.
YEAH, FIVE KIDS.
FIVE KIDS.
OUR TWO ADULT CHILDREN WORK HERE AND SUPPORT THEIR FAMILIES
FROM THIS RESTAURANT AS WELL.
WHEN DID YOU SEE THE DECLINE BEGIN?
WE STARTED TO LOSE FOCUS ON THE RESTAURANT.
I LOST MY CONFIDENCE. I LOST MY PASSION.
I LOST MY STANDARDS.
I STARTED COMING IN
WHEN I COULD GET UP AND FEEL LIKE COMING TO WORK.
IT HAS BEEN A VERY DEPRESSING SITUATION.
I NEVER FAILED BEFORE.
YOU'RE ALLOWED TO FAIL, BUT WHAT YOU CAN'T DO IS FAIL AGAIN.
RIGHT?
RIGHT.
WE KNOW WE HAVE SOMETHING GOOD HERE.
WHAT'S GOOD HERE? TELL ME WHAT'S GOOD.
UH, I BELIEVE IN OUR FOOD.
WE HAVE GOOD FOOD.
I'LL BE THE JUDGE OF THAT ONE.
I REALLY WANT TO SEE HOW YOUR FOOD IS
AND HOW YOUR SERVICE GOES,
AND WE'LL SEE WHAT HAPPENS, OKAY?
YES, SIR.
ALL RIGHT, OFF YOU GO. THANK YOU.
THANK YOU.
GONNA BE A TABLE OF TWO?
(woman) YES.
IT JUST DOESN'T HAVE THAT WONDERFUL, FUN PLAYFULNESS
GOING ON THAT YOU'D EXPECT IN A MEXICAN RESTAURANT.
IF I DIDN'T KNOW WHERE I WAS, I WOULDN'T KNOW IT WAS MEXICAN.
WHAT ABOUT THIS?
(woman) LOOK AT. LOOK AT.
(all) OH, NO.
(woman) OH, DEAR. OH, DEAR.
HMM. WHEN DO YOU THINK THAT WAS CLEANED LAST?
(gasps) OH, MY GOODNESS.
MMM.
I'M VERY EMBARRASSED. THERE'S ALWAYS BEEN AN EXCUSE.
TAQUITOS WITH CHICKEN.
OF COURSE.
WHEN WE FIRST OPENED THE RESTAURANT,
I PREPARED EVERY SINGLE ITEM IN SMALL BATCHES...
(Nick) DANNY, THAT FAJITA IS READY TO GO.
AND AS WE GREW, WE NEEDED TO MAKE IT BIGGER.
NICK HELPED ME TRANSLATE THOSE RECIPES INTO BIGGER BATCHES.
THE RICE IS OVERCOOKED.
YEP.
THE SHRIMP IS OVERCOOKED.
THE SALSA'S ALL WATERY.
THE REFRIED BEANS ARE SCARY.
THEY LOOK SCARY TO ME.
YEAH,
AND THE CHIMICHANGA, IT'S KIND OF BLAND.
HOW IS YOUR FOOD?
IT'S NOT THAT GOOD.
I THINK IT'S SUPPOSED TO BE MOLE.
IT'S NOT VERY GOOD.
LOOK AT THAT. DOESN'T THAT LOOK APPETIZING?
WHAT ABOUT THESE BEANS?
I DID TRY A BITE OF 'EM. JUST, UH...
OH, IT LOOKS LIKE DIRTY WATER.
(laughing)
IS THAT AUTHENTIC MEXICAN?
NO.
MEXICAN FOOD IS VIBRANT, IT'S FLAVORFUL, IT'S SPICY,
IT'S EXCITING.
WE HAVE A SERIOUS ISSUE, BECAUSE THE FOOD LOOKS AWFUL,
DULL, NO FLAVOR, FLAT,
AND THAT REPRESENTS YOU.
IS THAT HOW YOU TAUGHT THEM TO COOK THIS?
I DON'T BELIEVE SO.
ALL RIGHT, ENOUGH, ENOUGH. WHO'S COOKING THIS?
STOP. IS THIS HOW SHE TAUGHT YOU HOW TO COOK?
THE REFRIED BEANS-- WHERE DO THEY COME FROM?
A CAN?
NO.
THEY LOOK LIKE CRAP.
WE DON'T REFRY THEM.
WE JUST BOIL THEM AND MASH 'EM UP.
WHY ARE YOU SMILING? WHO ARE YOU?
I'M NICK AND MARIA'S SON EDDIE.
YEAH?
CUT THE SMILE OFF. I DON'T CARE WHO YOU ARE.
I DON'T LIKE THE SMILE.
I WAS SMIRKING TOO MUCH I GUESS AND HE DIDN'T LIKE THAT.
WHEN WAS THE LAST TIME YOU TRIED THIS?
A WHILE AGO.
A WHILE AGO.
A LONG TIME AGO.
GIVE ME A KNIFE AND FORK.
WHEN WAS THIS COOKED?
YESTERDAY MORNING.
YESTERDAY MORNING? WE'RE SERVING IT TODAY. NICE, HUH?
GIVE ME A FORK. THANK YOU.
LOOK AT THAT. THAT'S A CLEAN KNIFE AND FORK.
IS THAT CLEAN TO YOU?
THAT IS NOT CLEAN.
WHO ARE YOU?
I'M THEIR DAUGHTER.
WHAT'S YOUR NAME?
ALEX.
YOU JUST GAVE ME THAT TO SERVE, RIGHT?
YES, SIR.
THAT DIRTY KNIFE, AND THIS IS A FORK.
LOOK AT WHAT'S IN THE MIDDLE OF THE FORK--
SOMEBODY ELSE'S CHEWED FOOD.
THAT'S WHAT THAT IS. GIVE ME A FORK THAT'S CLEAN.
I WASN'T SURPRISED BY ROBERT FINDING DIRTY STUFF.
WE SHOULD'VE DONE SOMETHING ABOUT IT AND WE DIDN'T.
HERE, TELL ME WHAT YOU THINK.
WHAT IS IT SUPPOSED TO BE? CHIMICHANGA?
(Nick) CHIMICHANGA.
WHAT DOES IT TASTE LIKE?
IT NEEDS SOME FLAVOR.
"IT NEEDS SOME FLAVOR." TELL ME WHAT YOU THINK.
IT'S PRETTY BLAND.
BUT YOU'RE SERVING IT.
THESE ARE RECIPES THAT ARE SUPPOSED TO BE "FAMILY RECIPES."
'CAUSE RIGHT NOW, YOUR FAMILY RECIPES SUCK.
ARE YOU FOLLOWING THE RECIPES?
'CAUSE IF THAT IS HOW IT'S SUPPOSED TO BE,
IT WOULD BE PERFECT, RIGHT?
HE'S FOLLOWING THE RECIPES THAT I GAVE HIM.
SO WE FIRE YOU, YOU, YOU, AND YOU,
AND THEN WE CLOSE THE RESTAURANT.
THE PLACE LOOKS LIKE CRAP, YOU'RE SERVING CRAP FOOD,
AND THAT'S WHY PEOPLE ARE NOT COMING HERE,
AND THAT'S WHY YOU WON'T HAVE A JOB, YOU'LL LOSE YOUR HOUSE,
AND YOU'LL HAVE TO FIND A JOB.
(Robert) YOU NEED TO FIGURE OUT WHAT YOU WANT.
YOU EITHER WANT A SUCCESSFUL RESTAURANT AND YOU CHANGE,
OR YOU GO UNDER-- YOUR CHOICE.
DON'T TELL ME EVERYTHING IS HUNKY-DORY, 'CAUSE IF IT WAS,
THEY WOULDN'T BE HALF A MILLION DOLLARS IN DEBT.
2 DAYS AND $10,000. OPEN YOUR EYES.
♪♪
YOU NEED TO FIGURE OUT WHAT YOU WANT.
YOU EITHER WANT A SUCCESSFUL RESTAURANT AND YOU CHANGE,
OR YOU GO UNDER-- YOUR CHOICE.
DOES THAT REPRESENT YOU?
(Maria) NO.
THAT'S WHAT YOU'RE ALLOWING YOUR HUSBAND TO SERVE
AND YOUR KIDS TO SERVE. THAT'S WHY YOU'RE FAILING.
YOU'VE RUN SUCCESSFUL RESTAURANTS,
AND YOU CAN'T DO IT HERE.
IF THAT'S CRAP, YOU NEED TO TELL 'EM IT'S CRAP.
IT MAKES ME SO ANGRY.
(Robert) WHAT REALLY FRUSTRATES ME IS
MARIA HAS A DECADE OF BUSINESS EXPERIENCE
RUNNING MULTIFACETED UNITS
FOR A LARGE RESTAURANT COMPANY,
AND YET HERE WE ARE IN THIS SMALL LOCATION,
AND IT'S NOT WORKING,
AND IT'S NOT WORKING BECAUSE EVERYTHING SHE LEARNED
SHE'S NOT IMPLEMENTING IN HER OWN BUSINESS.
I HAVE BEEN FULL OF EXCUSES.
I'M GIVING YOU THE HARD TRUTH WHETHER IT UPSETS YOU,
AND I CAN SEE IT DOES, OR NOT.
OF COURSE IT DOES.
NORMALLY I GO INTO RESTAURANTS AND THEY HAVE NO CLUE.
YOU HAVE ALL THE TOOLS, RIGHT?
YES, YES.
SO WHATEVER IT IS THAT MAKES YOU FEEL
THAT YOU'RE NOT GOOD ENOUGH,
YOU GOT TO LOSE THAT, BECAUSE YOU'RE DRAGGING YOURSELF DOWN,
AND WHILE YOU DRAG YOURSELF DOWN,
YOU'RE DRAGGING THE BUSINESS DOWN.
I KNOW IT'S HARD TO GET UP IN THE MORNING,
'CAUSE YOU DON'T WANT TO DEAL WITH IT.
YOU CAN'T BE LIKE THAT. YOU GOT TO GET UP
AND YOU GOT TO SAY, "EVERY DAY IT'S GONNA GET BETTER."
YOU'VE ALLOWED COMPLACENCY TO ENTER YOUR WORKPLACE.
YOU SAID TO ME SOMETHING THAT REALLY STRUCK A CHORD WITH ME.
YOU WANTED TO START YOUR BUSINESS
AND TAKE CARE OF YOUR EMPLOYEES.
WRONG. SORRY, YOU'RE WRONG.
YOUR AUTHENTIC MEXICAN RESTAURANT
IS SO YOU GET A BUSINESS THAT YOU LOVE
AND YOU MAKE MONEY ON IT.
YOU HAVE EMPLOYEES THAT YOU WILL TAKE CARE OF
PROVIDING THEY DO THEIR JOB CORRECTLY.
THAT IS IT. YOU ARE FAR TOO SOFT
AND FAR TOO CARING ABOUT THE EMPLOYEES
THAT DON'T DO THEIR JOB, AND THAT'S WHERE WE ARE NOW.
THIS IS YOUR RESTAURANT, NOT THEIRS.
I KNOW.
(Robert) WHEN MARIA LOST HER CONFIDENCE
AND STOPPED BEING A LEADER TO HER STAFF,
THE RESTAURANT LOST ITS HEART AND SOUL
AND ITS QUALITY SUFFERED.
LACK OF LEADERSHIP--
NOT TEACHING OUR PEOPLE, NOT HOLDING THEM ACCOUNTABLE.
WE'VE JUST IGNORED IT AND LOOKED AT OTHER THINGS.
LOOKED THE OTHER WAY.
AND LOOKED THE OTHER WAY.
THERE IS NOTHING THAT SAYS "MEXICAN" IN THIS PLACE
EXCEPT ONE SOMBRERO OVER THERE.
I'M GONNA MEET LYNN MY DESIGNER
AND TRY AND FIGURE OUT HOW WE FIX THIS PLACE.
WELCOME TO GUSANOZ.
GUSANOZ.
THE DéCOR IS HALF-FINISHED PAINT.
IT FEELS LIKE ALMOST I'M IN A FLEA MARKET, ACTUALLY.
IT'S NOT A PLACE I WOULD DEFINITELY WANT TO EAT.
THEY WENT A LITTLE CRAZY WITH THE COLORS--
THE CEILING, ON THE WALLS.
LET'S MAKE IT A FUN PLACE.
THERE IS ANOTHER ROOM ON HERE ON THE OTHER SIDE OF THIS WALL,
BUT YOU WOULD NEVER KNOW.
(Robert) THE FLOORS.
(Lynn) YEAH, THE CARPET DEFINITELY HAS TO GO
SO WE CAN RIP IT OUT AND SEE WHAT WE HAVE UNDER IT,
AND WE'LL COME UP WITH A PLAN.
I WANT RUSTIC MEXICAN.
RIGHT NOW I FEEL LIKE THEY TOOK THE ENCHILADAS, THE RICE,
THE BEANS, THEY THREW IT ALL ON ONE PLATE,
AND THAT'S WHAT THIS PLACE LOOKS LIKE.
(Lynn) WE'RE GONNA BRIGHTEN IT UP,
DO THE COLORS IN THE RIGHT WAY, BRING SOME COOL LIGHTS IN HERE,
AND MAKE THIS A HIP, COOL, FUN PLACE YOU WANT TO HANG OUT,
HAVE A MARGARITA, AND SOME GOOD MEXICAN FOOD.
WHAT WE'RE ABOUT TO DO NOW IS HAVE A STAFF MEETING
TO FIGURE OUT WHAT'S GOING ON
AND SEE IF WE CAN'T COME UP WITH SOME TYPE OF PLAN
TO FIX THE RESTAURANT.
AS YOU CAN SEE AROUND YOU, THIS IS A HUGE STAFF--
BIGGER THAN MY RESTAURANT, AND WE MAKE MONEY.
MAYBE THERE'S TOO MANY PEOPLE WORKING.
WHAT I'M LOOKING FOR FROM YOU GUYS IS
WHO'S NOT PULLING THEIR WEIGHT-- WHO'S NOT CLEANING,
WHO'S NOT SERVING CORRECTLY.
YOU TELL ME WHAT'S GOING ON IN YOUR RESTAURANT,
AND DON'T TELL ME EVERYTHING IS HUNKY-DORY,
BECAUSE IF IT WAS, I WOULDN'T BE HERE
AND THEY WOULDN'T BE HALF A MILLION DOLLARS IN DEBT.
WHAT'S ON THE BACK OF THIS BOARD
ARE WHAT YOU THINK OF THIS RESTAURANT
OR WHO YOU THINK'S NOT DOING THEIR JOB
OR WHO YOU THINK IS DOING THEIR JOB.
"NO CONSISTENCY IN FOOD OR MANAGEMENT.
LACK OF CENTRAL LEADERSHIP."
LET'S TALK ABOUT MANAGEMENT.
THAT'S WHAT ALL THESE CARDS ARE TALKING ABOUT.
WHO WANTS TO START?
THERE ISN'T ANY LEADERSHIP.
MANAGERS ARE LIKE WORKING WITH YOUR BUDDIES,
BUT THERE'S NO DIRECTION.
OUR MANAGERS WILL TELL US TO DO SOMETHING A CERTAIN WAY.
OUR OTHER MANAGER WILL TELL US TO DO SOMETHING DIFFERENT.
"NOT WORKING HARD ENOUGH. HOSTILE.
"KIDS RUNNING THE PLACE.
STAFF DOES NOT GO ABOVE AND BEYOND."
I'VE SEEN THAT. I'VE SEEN THE SILVERWARE.
I'VE SEEN THE DIRTY PLACE. ALL RIGHT, LET'S TALK ABOUT WHO.
LET'S SEE WHO'S TO BLAME FOR ALL THESE PROBLEMS.
"ALEX, ALEX, ALEX, ALEX."
ONE NAME IS COMING UP OVER AND OVER AGAIN.
WHAT'S UP WITH ALEX?
IT DEPENDS ON THE DAY OF THE WEEK, HOW SHE FEELS,
WHETHER SHE WANTS TO BE A MANAGER OR A SERVER,
AND THAT'S HARD, BECAUSE A LOT OF TIMES
WHEN SHE'S A MANAGER, IT'S OUT FRONT AND IT'S VERY NEGATIVE
AND EMBARRASSING IN FRONT OF CUSTOMERS.
(woman) WE LOVE ALEX,
BUT SOMETIMES IT'S VERY HARD TO WORK WITH HER.
(man) I'VE NEVER BEEN TOLD THAT ALEX WAS ACTUALLY
A MANAGER BEFORE,
BUT SHE SEEMS TO HAVE ALL THE POWERS OF A MANAGER.
FOR THEM TO JUST ACT LIKE I'M A PROBLEM,
IT'S KIND OF ANNOYING.
ATTITUDES DICTATE THE WAY IN WHICH YOUR STAFF RUN.
WHAT ABOUT THE KITCHEN? WHO'S THE WORST?
(woman) EDDIE.
EDDIE.
WHY?
GIVING US A HARD TIME.
HE'S HOTHEADED.
I FEEL LIKE A LOT OF THE COOKS' FRUSTRATION
IS THAT PEOPLE WILL BE STANDING AROUND OR THEY DON'T PRIORITIZE,
AND SO I THINK FOR THEM THEY'RE WATCHING SERVERS TEXT
OR STAND AGAINST THE WALL, AND THAT'S WHAT THEY'RE SEEING,
SO THEY GET MAD.
YOU GUYS TEXT AND MAKE PHONE CALLS.
YEAH, BUT THE KITCHEN TEXTS ALL THE TIME AS WELL.
THEY DO THEIR MUSIC. WE HAVE CUSTOMERS COMPLAINING
'CAUSE THE MUSIC'S TOO LOUD.
THIS SORT OF BEHAVIOR IS EXACTLY WHAT HAPPENS
WHEN THERE IS NO LEADERSHIP FROM THE OWNERS.
TRUST ME, TOMORROW NIGHT IF YOU THINK
YOU'RE GONNA HAVE YOUR PHONE, I GUARANTEE YOU, YOU WON'T.
WHOEVER'S IN CHARGE OF THIS PLACE TOMORROW,
WHICH WILL PROBABLY BE YOUR MOM, WILL FIRE YOU,
'CAUSE THERE'S NO ROOM FOR IT.
YOU CAN'T GIVE GOOD SERVE. YOU GUYS CAN'T PUT OUT FOOD.
SO THERE IS NO MORE CONFUSION,
I NEED TO COME UP WITH A HANDBOOK OF PROCEDURES
SO THE STAFF KNOWS WHAT IS EXPECTED OF THEM.
IN LESS THAN A WEEK, THIS PLACE WILL BE ON THE MAP
AND IT WILL BE DOING GREAT THINGS WITH OR WITHOUT YOU,
AND IT'S YOUR CHOICE. THANKS.
I HAD TO GET EVERYONE TO AIR THEIR ISSUES
SO I COULD FIX THEM.
FOR NICK AND MARIA'S DAUGHTER ALEX,
THIS HAS REALLY TOUCHED A NERVE.
NONE OF US ARE DOING A PERFECT JOB HERE.
OTHERWISE, WE WOULDN'T BE DOING THIS TODAY.
I THINK THAT EVERYBODY KIND OF BLAMES MY PARENTS AND MYSELF.
PEOPLE ARE GOING TO TELL YOU THINGS
THAT YOU DON'T WANT TO HEAR SOMETIMES,
AND THEY MIGHT BE RIGHT AND THEY MIGHT BE WRONG.
(Maria) BUT AT THE END, YOU'RE THE ONE THAT IS GAINING.
MY JOB IS TO CONTINUE TO PUSH THESE BUTTONS
UNTIL EVERY SINGLE PERSON UNDERSTANDS
WHAT THEY NEED TO DO TO MAKE THIS RESTAURANT SUCCESSFUL.
IF THEY DON'T, I'VE FAILED AND SO HAS GUSANOZ.
WHOA!
ROBERT. ROBERT!
WHAT? HEY, LISTEN. I DIDN'T LIKE IT.
HEY, HEY, HEY, HEY, HEY.
IF YOU KNOCK THIS OUT, RIGHT, KNOCK THIS OUT,
SO WE CAN SEE ALL THIS, AND THAT GIVES ME A WIDE OPENING.
I CAN SEE THE RESTAURANT.
HOW AM I GONNA FINISH THIS ALL BY TOMORROW?
YOU'RE ADDING WORK. WE NEED TO FIND MORE MONEY,
BECAUSE THIS IS A COUPLE HUNDRED BUCKS WORTH OF WORK.
LISTEN, I'VE GOT THE ANSWER TO YOUR MONEY.
YOU'RE GONNA GET FLOORING, RIGHT?
YEAH.
WHY DON'T WE JUST GET THIS POLISHED UP,
AND INSTEAD OF FLOORING IT,
LET'S STAIN IT OR SEAL IT.
THAT WOULD SAVE US ABOUT $1,500 IN FLOORING
WE COULD ACTUALLY DO, AND THEN PUT ON THE WALLS.
BUT THE ONLY WAY WE COULD DO THAT--
WE HAVE TO HAVE SOMEONE COME IN HERE AND SAND THIS DOWN.
HOW MUCH DO YOU THINK THAT WOULD COST?
LESS THAN $1,500 FOR SURE.
OKAY, WE GOT TO GO, MAN.
I DON'T THINK TOM LIKED THAT,
BUT HEY, IT WILL REALLY MAKE THE RESTAURANT COHESIVE,
A CONTINUING FLOW, AND THAT'S WHAT I WANT.
NOW THAT THE DINING ROOM IS STARTING TO TAKE SHAPE,
I NEED TO SHIFT MY FOCUS TO THE DREADFUL FOOD
THAT CAME OUT OF THE KITCHEN THIS MORNING.
WELL, YOU SAID THE RECIPES WERE AUTHENTIC RECIPES, RIGHT?
YEAH.
WHERE DID THEY COME FROM?
FROM MY MEMORIES FROM CHILDHOOD.
YOU GAVE THEM RECIPES TO NICK, MULTIPLIED THEM OUT...
YES.
AND THAT'S WHAT THE FOOD IS IN THIS RESTAURANT TODAY.
YES.
WELL, LET ME TELL YOU WHY THAT DOESN'T WORK.
IT'S NOT A MATTER OF JUST MULTIPLYING THEM OUT.
IT'S ABOUT TESTING THEM, TRYING THEM,
AND ADJUSTING WHAT DOESN'T WORK FOR BIG BATCHES.
I'M GONNA PROVE THAT TO YOU.
I'M GONNA HAVE MARIA MAKE A CHIMICHANGA
USING HER ORIGINAL RECIPE.
NICK WILL MAKE IT THE WAY THE RESTAURANT SERVES IT NOW.
THIS IS A BRISKET THAT WE'VE SLOW-COOKED,
SEASONED WITH ONION AND SALT.
NICK IS SCOOPING ALL PREMADE FOOD FROM A HOT TABLE...
(Nick) WE TOOK OUR BEANS THAT WERE MADE IN A BATCH.
SO HIS DISH IS DONE QUICKLY.
WE'VE PUT THAT ON A TORTILLA, ADDED THE MEAT,
WE HAVE GRATED MONTEREY JACK CHEESE WE PUT ON TOP,
FOLD IT UP, AND THAT'S OUR CHIMICHANGA.
I'M GONNA MAKE FRESH GUACAMOLE.
I NEED TO FIND A GOOD AVOCADO.
MARIA'S DISH IS TAKING LONGER
BECAUSE SHE IS USING FRESH INGREDIENTS.
LIME JUICE.
NOT FROM THE BOTTLE, BUT REAL LIMES.
I COOK LIKE I WOULD COOK AT HOME,
AND I DON'T KNOW IF IT'S GOOD ENOUGH.
I'M TERRIFIED.
♪♪
IT'S INCREDIBLE.
I WOULDN'T WANT TO EAT ANYTHING ELSE.
IT WAS PREPARED WITH LOVE.
YES.
IT'S NOT SAT ON A COLD TABLE. IT'S FRESH.
IF MARIA'S GUACAMOLE IS THIS GOOD,
I CAN'T WAIT TO TASTE HER CHIMICHANGA.
THIS IS SKIRT STEAK SEASONED WITH FRESH GARLIC AND PEPPER.
SALT AND PEPPER.
THAT'S IT.
THAT'S IT.
ONIONS AND TOMATO.
ADD SOME POBLANO PEPPERS THAT WE ROASTED...
OKAY.
AND THE STEAK.
OKAY.
ALL RIGHT.
FOOD'S SUPPOSED TO MAKE YOU WANT TO DANCE.
WHOO-HOO!
NICK DROPPED HIS INTO THE FRYER, GOLDEN BROWN.
(Nick) THAT'S HOW WE MAKE IT.
THAT'S HOW YOU MAKE IT?
THAT'S RIGHT, YEP.
(Robert) THE BATTLE OF THE CHIMICHANGAS--
NICK, THAT'S YOURS.
THAT'S YOURS, MARIA.
ALL RIGHT, I WANT YOU TO TRY A LITTLE BIT OF IT.
♪♪
IF YOU SERVE FOOD LIKE THAT,
JUST COOK FROM HERE, THE PASSION YOU HAVE,
NOBODY CAN TOUCH THAT, NOBODY.
DON'T ALLOW THEM TO BASTARDIZE YOUR RECIPES.
DON'T. YOU THINK THIS CRAP HAS ANY RESEMBLANCE
TO WHAT SHE JUST MADE?
THERE'S NO COMPARISON.
THIS JUST TASTES LIKE BEANS AND IT'S VERY BLAND.
THIS IS ALIVE. THE POBLANO IS RIGHT THERE--
THE OIL, THE LIME JUICE.
THIS IS ON THE MONEY.
I'M FEELING HONORED THAT YOU LIKE MY FOOD.
I HAVEN'T BEEN FEELING GOOD ABOUT ANYTHING THAT I'VE DONE
IN A WHILE.
HAVING HIM COME AND EAT MY FOOD AND LIKE IT AND ENJOY IT
IS--IT CHANGES EVERYTHING.
I CAN'T BELIEVE IT. I CAN'T BELIEVE THAT YOU LIKE MY FOOD.
WERE YOU NERVOUS TO COOK FOR ME?
YES,
BECAUSE I DON'T THINK THAT WHAT I COOK IS THAT SPECIAL.
I FEEL SO PROUD.
I FEEL LIKE I CAN GET THINGS BACK TO WHERE THEY SHOULD BE.
I THINK THAT WE CAN BE SUCCESSFUL,
'CAUSE I'M GOING TO START MAKING THINGS
AND SERVING THINGS THAT I'M PROUD OF.
BINGO.
IF YOU'RE PROUD OF IT, YOUR GUESTS ARE GONNA LOVE IT.
I'M TELLING YOU, THIS IS GOOD--
VERY GOOD.
WHAT YOU CAN'T DO IS MAKE BIG BATCHES
AND SERVE IT FROM A STEAM TABLE.
NOW I'VE GOT THE CHALLENGE--
I'VE GOT TO MAKE THAT RESTAURANT BETTER THAN YOUR FOOD.
THIS WAS ONE DISH, BUT FOR ME,
IT'S THE FIRST STEP TOWARDS MAKING THINGS BETTER.
WHAT'S GOING ON, LYNN?
OKAY, SO HERE'S MY OVERVIEW FOR THE WHOLE SPACE--
BRIGHT, FUN, FESTIVE, BUT NOT CRAZY.
SO FIRST IDEA-- CUT THIS WALL DOWN.
PUT THESE PREFAB DOORS ALL THE WAY ALONG HERE
SO IT ALMOST LOOKS LIKE A WINDOW.
WE'LL FROST 'EM AND LIGHT 'EM FROM BEHIND,
SO IT WILL GIVE THE ILLUSION THAT THE PLACE, YOU KNOW,
IT ACTUALLY DOES HAVE SOME WINDOWS BACK HERE,
SINCE IT'S SO DARK IN THIS SPACE.
GOOD JOB. I LIKE THE WAY IT'S GOING.
I'M GONNA CHECK IN WITH TOM NOW. THANKS.
TOM IS STRUGGLING WITH THE FLOOR.
WHAT IS SUPPOSED TO SAVE US MONEY,
IS NOW CAUSING US EXTRA WORK.
(Robert) WE HAD SANDERS, BUT IT HAD BELTS ON THEM,
SO AS THEY WOULD HEAT UP, THEY WOULD HEAT THE GLUE UP,
AND THE GLUE WOULD CLOG THE MACHINE,
SO IT WOULD BECOME USELESS.
WE HAD TO GO OUT AND GET SOME HEAVY-DUTY STRIPPER FOR PAINT.
THIS HAS TO BE COMPLETELY CLEANED, SCRAPED,
WASHED, AND THEN SEALED.
IT'S GONNA TAKE A LITTLE BIT LONGER THAN WE ANTICIPATED.
TOMORROW, WE'RE GONNA HAVE BIGGER MUSCLES.
(Maria) THE PAST FEW YEARS HAVE BEEN REALLY, UM, DIFFICULT,
BECAUSE I'VE SEEN OUR BUSINESS DECLINE.
I'VE SEEN OUR STANDARDS GET LOWER AND LOWER AND LOWER.
IT'S NOT JUST ABOUT THE THINGS
THAT ARE WRONG WITH THE BUSINESS.
IT'S ABOUT FACING THE FACT THAT WE HAVE IGNORED
THE REAL PROBLEMS OF THE BUSINESS.
WE ARE IN A SITUATION NOW THAT I HAVE TO FACE REALITY
AND I HAVE TO WORK
HARD AND SMART.
IT'S THE END OF A VERY TENSE DAY 1.
TOMORROW'S EITHER GONNA BE A START OF A NEW ERA
OR THE END OF GUSANOZ.
IT'S DAY 2 AND I'M DRIVING BACK TO GUSANOZ
TO HELP OWNERS NICK AND MARIA.
THE PAST TWO TO THREE YEARS WE'VE DUG SUCH A DEEP HOLE
IT SEEMED LIKE THE ODDS WERE STACKED AGAINST US.
THEIR DREAM OF OWNING A SUCCESSFUL MEXICAN RESTAURANT
HAS BEEN DERAILED BY MULTIPLE BAD DECISIONS.
WE OPENED UP A SECOND LOCATION IN A RESORT TOWN
AND FOUND OUT TWO WEEKS INTO IT
EVERYBODY WENT HOME AT THE END OF THE SUMMER.
A YEAR LATER, WE WENT OUT
AND OPENED UP ANOTHER SECOND LOCATION
THINKING THAT WE WOULD FIX OUR FINANCIAL PROBLEMS.
THEY'RE CRUMBLING UNDER HALF A MILLION DOLLARS OF DEBT.
I KNOW HOW MUCH I'VE NEGLECTED THE RESTAURANT.
SOMETIMES IT'S EASIER TO JUST GO WITH THE FLOW
AND LET ANOTHER DAY GO BY WITHOUT DOING THE RIGHT THING.
(Robert) THEY'VE LOST TOTAL CONTROL OF THEIR STAFF.
"NOT WORKING HARD ENOUGH. HOSTILE.
"KIDS RUNNING THE PLACE.
STAFF DOES NOT GO ABOVE AND BEYOND."
THEY LOST ALL CONFIDENCE...
YOU'VE RUN SUCCESSFUL RESTAURANTS,
AND YOU CAN'T DO IT HERE.
IF THAT'S CRAP, YOU NEED TO TELL 'EM IT'S CRAP.
WE HAVE TO REDO THE MENU, RETRAIN THE STAFF,
AND THAT'S MY MISSION FOR TODAY.
GOOD MORNING.
ROBERT.
HEY.
WHAT DO YOU THINK OF THE FLOOR?
I ABSOLUTELY LOVE IT.
WHEN I LEFT HERE LAST NIGHT, I WASN'T LOVING IT AT ALL.
IT WAS A NIGHTMARE.
WE HAD ALL HANDS ON DECK SCRAPING THIS THING ALL NIGHT.
BUT IT LOOKS SO COOL, AND I LOVE THE OPENING.
YEAH, I JUST FRAMED IT OUT, AND NOW YOU GOT A CLEAR VIEW.
WHICH YOU DIDN'T LIKE, RIGHT?
RIGHT.
WELL, I DIDN'T LIKE THE EXTRA WORK, BUT I LIKE THE OPENING.
IT TOOK A LONG TIME. I GOT IT DONE.
YOU KNOW, SOMETIMES YOU COULD TURN AROUND
AND SAY TO ME, "YOU KNOW, ROBERT, YOU WERE REALLY RIGHT
ON THIS ONE."
YOU WERE RIGHT. YOU WERE 100% RIGHT.
IT LOOKS GREAT. I'M GLAD IT'S DONE.
I JUST WANT IT ONCE FROM YOU.
OKAY, YOU GOT IT ONCE. IT LOOKS GREAT.
ALL RIGHT, I GOT IT. ALL RIGHT, LIKE THAT.
I GOT WORK TO DO.
THANK YOU. APPRECIATE IT. GOOD JOB, TOM.
GOOD MORNING, LYNN.
THIS HORRENDOUS THING THAT WAS HERE YESTERDAY
IS NOW SOMETHING REALLY BEAUTIFUL.
I DIDN'T WANT TO CLOSE THE SPACE OFF BY PUTTING IN A WALL,
BUT I DEFINITELY WANTED TO MAKE IT SO YOU DIDN'T SEE THIS,
SO THESE ARE ACTUAL FRENCH DOORS.
CUT THE TOP AND THE BOTTOM SO IT REALLY LOOKS LIKE A WINDOW.
NEXT.
SIGN TAPE.
THIS IS BASICALLY WHAT A COMPANY WOULD MAKE AN OUTDOOR SIGN.
THEY WOULD PUT IT ON ACRYLIC, THEY WOULD CUT OUT THEIR SIGNS,
AND THEY WOULD CUT OUT THE WORD "GUSANOZ" OR WHATEVER,
AND THEN IT LIGHTS UP AND GLOWS FROM BEHIND.
I LIKE THAT. I LOVE THIS DEFUNCT OLD BAR.
WHAT ON EARTH DID YOU DO TO IT?
WE GOT SOME CONCRETE BACKERBOARD,
WHICH YOU WOULD USE TO PUT TILE DOWN,
AND WE DID A SKIM COAT OF THE MORTAR WITH ACRYLIC IN IT
SO IT LOOKS LIKE POURED SOLID CONCRETE.
$25, 1 BAG TO MAKE THIS WHOLE THING LOOK LIKE POURED CONCRETE.
IF WE HAD HAD SOMEONE COME IN HERE AND POUR THIS,
IT WOULD'VE BEEN THOUSANDS.
I LIKE THAT.
ALL RIGHT, YOU GOT LOTS TO DO. I WILL CATCH UP WITH YOU LATER.
OKAY. I DO. I WANT TO GET BACK OUT. OKAY.
THANK YOU.
YOU, TOO.
YESTERDAY, MARIA SAID SHE WORRIES MORE ABOUT HER STAFF
THAN HER BUSINESS.
MY DREAM WAS TO HAVE MY OWN PLACE
SO I COULD TAKE CARE OF MY EMPLOYEES.
I'M GONNA SHOW HER HOW THIS IS CAUSING GUSANOZ
TO GO UNDER.
ONE OF THE THINGS THAT MAKES A BUSINESS WORK
IS COST CONTROL.
I'M GONNA SHOW YOU SOMETHING THAT IS GONNA SHOCK YOU.
I AM ABSOLUTELY FLOORED BY IT.
YOU KNOW, GOING OVER YOUR NUMBERS THAT YOU GAVE ME,
RIGHT NOW, YOUR REVENUE IS $21,000 A WEEK.
YOUR PAYROLL IS $8,223 A WEEK.
IT SHOULD BE $5,250--
A DIFFERENCE OF $3,000.
THAT'S OVER $150,000 PER YEAR
THEY'RE LOSING BECAUSE THEY EMPLOY TOO MANY PEOPLE
WHO WORK TOO MANY HOURS.
THERE'S NO WAY YOU COULD EVER MAKE A PROFIT,
BECAUSE YOU'RE PAYING EVERYONE ELSE'S SALARY
AND YOU'RE GOING UNDER.
SO ALL THEM NICE PEOPLE THAT YOU WANT TO SAVE
ARE BURYING YOU.
I-I CAN'T-- I CAN'T AFFORD IT.
IF YOU DON'T COME UP WITH A SCHEDULE
THAT ALLOWS YOU TO HIT 25% TO 27% COST,
KISS YOUR HOUSE, KISS YOUR BUSINESS,
KISS ALL THAT HARD WORK AWAY, 'CAUSE IT'S GONE.
(Maria) IT'S EMBARRASSING AND SAD
THAT WE'VE BEEN TRYING TO TAKE CARE OF PEOPLE
TO THE POINT THAT WE HAVEN'T TAKEN CARE OF THE BUSINESS.
IF YOU DON'T CHANGE THIS IMMEDIATELY,
THIS RESTAURANT WILL BE WASTING ITS TIME REOPENING.
WHATEVER YOU NEED TO DO, YOU NEED TO DO IT.
WHILE NICK AND MARIA FIGURE OUT
HOW TO AMEND THEIR STAFF SCHEDULE,
I'M GOING TO CHECK IN WITH LYNN.
WHAT'S GOING ON?
SO WE GOT OUR COOL BACK PROJECT HERE.
WE USED THE DOORS, CUT OFF THE BOTTOM, MADE 'EM INTO WINDOWS.
IT'S HIDING ALL THAT WORKING STUFF BEHIND THE RESTAURANT.
I PICKED A REALLY COOL PLUM COLOR.
IT'S GONNA DRAW YOUR EYE FROM THE FRONT OF THE RESTAURANT
ALL THE WAY TO THE BACK.
THIS WILL GIVE THE ROOM A FESTIVE LOOK
WITHOUT BEING TACKY--PERFECT FOR A MEXICAN RESTAURANT.
I LIKE IT.
NOW THE WALLS I WANTED TO KEEP NEUTRAL,
BECAUSE THEY HAD SO MANY COLORS ALL OVER THE PLACE.
SO WE CAN PUT SOME COOL POPS OF COLOR,
AND THEN I WANTED TO BRING IN SOME FUN COLORED CHAIRS
TO PLAY OFF OF THOSE MEXICAN FIESTA COLORS,
BUT DO IT IN A WAY SO IT DOESN'T LOOK LIKE A CRAZY FLEA MARKET
LIKE IT DID.
I LIKE THE WAY IT LOOKS. GOOD JOB.
OKAY, GOOD DEAL. I'M GONNA PAINT IT.
I GAVE NICK AND MARIA SOME VERY TOUGH FINANCIAL DECISIONS
THEY HAVE TO MAKE TO MAKE THIS RESTAURANT WORK.
IF THEY DON'T MAKE THE RIGHT DECISIONS,
THIS RESTAURANT IS DOOMED.
(Maria) OUR SOLUTION TO LOWERING OUR LABOR COST
WAS TO LOOK AT OUR SCHEDULE
AND CUT DOWN SOME OF THE HOURS THAT WE'RE GIVING
TO OUR EMPLOYEES
AND ELIMINATING SOME OF THOSE HOURS
THAT ARE REALLY NOT NECESSARY.
THIS IS WHAT YOU SHOULD HAVE BEEN DOING FROM DAY ONE.
HONESTLY THERE WAS A POINT THAT WE WERE CREATING JOBS
FOR PEOPLE SO THEY COULD MAKE THEIR HOURS.
I STARTED TO SEE EMPLOYEES
MORE AS MY KIDS THAT I HAVE TO TAKE CARE OF.
OVER THE PAST DAY, MARIA HAS ABSOLUTELY COME ALIVE
AND RETURNED TO THE PERSON THAT SHE WAS WHEN I MET HER.
YOU'RE IN BUSINESS TO MAKE MONEY.
YES.
YOU'RE NOT IN BUSINESS FOR CHARITY,
AND I UNDERSTANDING TAKING CARE OF YOUR STAFF, ABSOLUTELY,
BUT THAT'S NOT WHAT YOU'RE IN THIS BUSINESS FOR.
(Maria) WE MIGHT BE CUTTING THEIR HOURS,
BUT BY BEING MORE PROFITABLE, GETTING BUSIER,
THEY'LL MAKE MORE TIPS,
AND EVENTUALLY THEY'LL MAKE MORE MONEY.
MARIA, I'VE GOT CONFIDENCE IN YOU LIKE YOU HAVE NO IDEA.
WE'RE GONNA WORK ON THE MENU.
WE'RE GONNA PUT SOME OF THAT PASSION THAT YOU HAVE
FOR THE FOOD BACK INTO THE KITCHEN.
OKAY.
MARIA'S COMMITTED TO PUTTING GUSANOZ BACK ON ITS FEET,
SO I'M GONNA SHOW HER A GREAT NEW DISH
THAT WILL KNOCK HER SOCKS OFF.
I'M GONNA SHOW YOU A LOBSTER TACO.
MERGING THE FISH TACO AND THE LOBSTER ROLL.
MM-HMM.
LOBSTER TAILS-- WE JUST POACHED THEM.
I DON'T WANT TO CUT 'EM TOO SMALL,
BECAUSE I WANT PEOPLE TO KNOW THAT, HEY, IT'S LOBSTER.
WE FRIED THE TORTILLA NICE AND CRISP.
WE MADE A SAUCE FROM CILANTRO, BUTTERMILK,
SOUR CREAM, LEMON JUICE.
WE'RE GONNA PUT THAT INTO OUR LOBSTER.
SHREDDED LETTUCE, TOMATOES, MY LOBSTER.
I CAN TASTE THIS NOW.
WE TOOK JICAMA, A LITTLE RED ONION, LEMON JUICE,
SALT, PEPPER, AND WHITE BALSAMIC VINEGAR.
A LITTLE PARSLEY, TOMATILLO.
(Nick) I'M LOOKING FORWARD TO THIS.
NOW TAKE BIG-- IN THERE AND EAT IT.
AMAZING.
MEXICO AND NEW ENGLAND.
IT'S AMAZING.
THAT'S THE EXPERIENCE, GUYS.
I WANT TO DANCE.
DO YOU FEEL HAPPY? DO YOU FEEL CONFIDENT
YOU CAN SELL THIS FOOD AND KNOW YOU'RE GONNA BE SUCCESSFUL?
PEOPLE ARE GONNA LIKE IT. I KNOW PEOPLE ARE GONNA LOVE IT.
THEY'RE GONNA LOVE IT.
I ALMOST SAW EXCITEMENT FOR A MINUTE THEN.
YOU PUT THE FOOD OUT THE WAY IT SHOULD BE,
AND YOU WILL BE SUCCESSFUL.
I FIXED THE FOOD AT GUSANOZ.
FOOD'S SUPPOSED TO MAKE YOU WANT TO DANCE.
AMAZING.
THE DéCOR IS COMING ALONG.
SEE THAT? I DON'T WANT THAT.
IT LOOKS AWFUL. I NEED THE SEPARATION BETWEEN THE SHELVES.
OKAY.
I WANT IT LOOKING SEXY-- SEXY BAR.
THERE IS STILL A MAJOR ISSUE I MUST ADDRESS
BEFORE WE OPEN TONIGHT.
SO NOW I'M GONNA TALK TO ALEX AND EDDIE
THE SON AND DAUGHTER OF NICK AND MARIA
ABOUT THEIR PERFORMANCE IN THIS RESTAURANT YESTERDAY.
ATTITUDES DICTATE THE WAY IN WHICH YOUR STAFF RUN.
WHAT ABOUT THE KITCHEN? WHO'S THE WORST?
(woman) EDDIE.
EDDIE.
CHEF ROBERT PULLED ME AND MY SISTER ASIDE.
WE TALKED ABOUT OUR STAFF MEETING THAT WE HAD YESTERDAY.
I DON'T THINK YOU PULL YOUR WEIGHT,
AND I DON'T THINK YOU'RE HELPING THE CAUSE IN A GOOD WAY.
I'M A GOOD SERVER.
I THINK THAT MY FLAWS ARE HOW I HANDLE
COMMUNICATING WITH THE OTHER EMPLOYEES.
I KNOW THAT THAT'S ONE OF THE BIGGEST THINGS,
WHICH IS WHY I DON'T WANT TO BE IN THE MANAGEMENT POSITION,
BECAUSE I YELL AND I GET ANGRY AT THEM,
BUT WHEN I'M COMING IN AND I HAVE TO DO THEIR JOB,
IT'S VERY STRESSFUL.
YOU HAVE A LONG WAY TO GO TO EARN THE EMPLOYEES' RESPECT,
AND IF YOU'RE SUPPOSED TO REPRESENT
YOUR "MOM," YOUR "DAD," AND THE "RESTAURANT,"
YOU NEED TO PICK IT UP
AND YOU NEED TO BE THREE TIMES BETTER THAN THEM
SIMPLY BECAUSE THEY HOLD YOU TO A DIFFERENT STANDARD.
THEY WON'T RESPECT YOU UNLESS YOU DO A GOOD JOB.
I JUST TRY TO SPEND MY 40 HOURS OR LESS HERE.
THAT'S IT. I NEVER WANT TO DO MORE.
MY REAL JOB IS MY FAMILY-- MY TWO KIDS,
MY GIRLFRIEND OF TEN YEARS.
I ADMIRE THAT ABOUT YOU, THAT YOU TAKE CARE OF YOUR KIDS
AND YOUR FAMILY, BUT I ONLY SAW YOU JOKING AND LAUGHING ABOUT.
THAT TO ME IS NOT HOW YOU COME INTO A BUSINESS
AND MAKE YOUR MONEY IF YOU'RE SERIOUS ABOUT THIS BUSINESS.
I EXPECT MORE FROM YOU.
LEAD BY EXAMPLE, AND YOU'D BE AMAZED WHAT HAPPENS.
(Alex) WHAT I TOOK AWAY FROM ROBERT
IS JUST TO REMIND MYSELF THAT I AM REPRESENTING MY PARENTS
AND THAT I DO NEED TO BE A LITTLE BIT MORE PROFESSIONAL.
INSTEAD OF JUST BEING A SERVER,
I NEED TO GO ONE STEP ABOVE THAT.
I JUST WANT TO KNOW THAT WHEN I LEAVE HERE,
THAT YOU'RE GONNA DO MORE THAN WHAT YOU'VE EVER DONE BEFORE
TO MAKE THIS PLACE SUCCESSFUL, BOTH OF YOU.
EDDIE AND ALEX ARE GOOD KIDS,
AND I KNOW THAT THEY ONLY WANT THE BEST FOR GUSANOZ
AND THEIR PARENTS.
THEY'VE WORKED HARD.
IT'S SAD TO FAIL, SO IT'S NICE THAT THEY GET A SECOND CHANCE.
YEAH, BUT YOU'RE NOT LETTING 'EM FAIL, MAN.
YOU'RE PART OF THE SUCCESS OF THIS.
(crying)
COME HERE, MAN. HEY, IT'S ALL RIGHT.
HEY, IT'S OKAY.
IT'S OKAY TO BE UPSET, YOU KNOW. THAT MEANS--
COME HERE. OH, MY GOD. YOU'RE GONNA HAVE ME CRYING NOW.
WE CAN FIX THIS TOGETHER, ALL RIGHT?
BUT I'M GONNA NEED YOUR HELP TO DO IT.
YOU JUST HAVE TO SHOW ME THAT YOU'RE STRONG,
YOU'RE PASSIONATE, AND YOU SHOW ME THAT YOU CARE.
I APPRECIATE WHAT YOU'VE DONE
AND I APPRECIATE YOUR HONESTY AND OPENNESS.
(Alex) MY BROTHER IS NOT AN EMOTIONAL PERSON.
(voice breaking) I DIDN'T THINK HE CARED.
SO TO SEE HIM ACTUALLY CARE FOR A MINUTE WAS NICE.
SO IT'S 5:30 RIGHT NOW.
THE CHAOS BEGINS.
WE ARE NOT WHERE WE WANT TO BE.
WE'RE STILL PUTTING THE LIGHTS IN.
PAINTING DONE DOWN HERE, COFFEE MACHINES BEING PLUGGED IN,
TABLES BEING SET, FLOORS BEING SWEPT.
(Robert) YOU'RE DOING A GREAT JOB, BUT YOU GOT TO MOVE FASTER.
SO I HAVE THESE DRIED PALM LEAVES
THAT ARE DYED COOL COLORS,
THE COLORS THAT YOU WOULD FIND IN MEXICO,
AND IT'S ALSO A PLANT THAT GROWS ALL OVER MEXICO.
THEY WERE ONLY $1.99 FOR A PACKET,
SO FOR ABOUT 6 BUCKS, I HAVE A COOL PIECE OF ART
THAT'S BRINGING IN THAT FIESTA COLORS
AND A LITTLE PUNCH OF MEXICO.
(Robert) FINISHING THE LAST WALL TOWARDS THE KITCHEN.
THEN SIGN'S GOT TO GO UP.
THEN WE GOT TO DOUBLE-CHECK EVERYTHING,
MAKE SURE THE BAR, ALL THIS STUFF IS CLEAN.
THERE'S A LOT TO DO AND NOT A LOT OF TIME TO FINISH.
THE FINAL STEP OF PUTTING THIS RESTAURANT BACK TOGETHER
IS HAVING A STAFF MEETING AND MAKING SURE
EVERYBODY KNOWS THE STANDING OPERATING RULES AND PROCEDURES
FOR THIS NEW RESTAURANT. EVERYBODY SIGNS OFF ON IT,
AND THEY'RE ALL HELD ACCOUNTABLE.
WHAT WE HAVE HERE IS A 24-PAGE
STANDING OPERATING PROCEDURE.
FOR EVERYTHING FROM UNIFORMS TO CELL PHONES
IS SET IN A HANDBOOK.
YOU WILL EACH READ THIS AND SIGN THIS.
BASICALLY WHAT IT SAYS-- YOU GET THREE STRIKES,
AND THEN WHAT HAPPENS, NICK?
THEN YOU'RE OUT.
THINGS ARE GONNA BE DIFFERENT. THE RULES ARE GONNA STAY,
AND I'M GONNA MAKE SURE THAT I HOLD YOU ACCOUNTABLE FOR THAT.
WE'RE SORRY FOR HAVING DROPPED THE BALL.
THAT'S WHY WE ASKED ROBERT TO COME HERE,
BECAUSE WE WANTED TO FIX THE THINGS THAT WERE WRONG,
TO FIND A NEW DIRECTION FOR THIS RESTAURANT
SO THAT THIS RESTAURANT EXISTS FOR MANY YEARS TO COME.
WE'RE GONNA HAVE GREAT SERVICE--
NOT JUST MEDIOCRE, NOT JUST GETTING BY,
AND WE'RE GONNA SELL FANTASTIC FOOD AND DRINKS TO THEM.
LET'S PUT ALL OUR DIFFERENCES BEHIND.
ARE YOU READY TO DO THIS?
(all) YES.
MAKE IT HAPPEN, GUYS.
YESTERDAY, THIS WAS A GREEN, GARISH RESTAURANT
WITH FOOD TO MATCH.
TODAY, IT'S A WHOLE NEW STORY.
NOW IT'S TIME TO BRING IN NICK AND MARIA
TO START THE NEW CHAPTER OF GUSANOZ.
THE PAST SIX YEARS FOR ME HAVE BEEN EXTREMELY DEPRESSING.
WE HAD SO MANY PROBLEMS, SO IT WAS SO OVERWHELMING,
UM, THAT I DIDN'T FEEL LIKE GETTING UP IN THE MORNING
AND DO ANYTHING.
THINGS WERE SO WRONG
THAT I DIDN'T FEEL THAT I HAD THE STRENGTH
OR THE ABILITY ANYMORE TO FIX THEM.
IF CHEF ROBERT DIDN'T COME HERE,
I DON'T KNOW WHERE WE WOULD BE RIGHT NOW.
WE WERE STRUGGLING ON A DAY-TO-DAY BASIS
WITH NO REAL LIGHT AT THE END OF THE TUNNEL.
UM, HE'S GIVEN US THAT CHANCE.
WHAT CHEF ROBERT DID FOR MY FAMILY
IS TO REMIND US
WHY WE OPENED THE RESTAURANT, WHY WE'RE HERE.
HOW ARE YOU?
WE'RE DOING PRETTY GOOD.
EXCITED.
NERVOUS?
VERY.
OH, YEAH.
WENT THROUGH A PRETTY TOUGH TIME, AND HOPEFULLY,
WHAT I'VE GOT BEHIND HERE WILL RECTIFY ALL THEM WRONGS.
ARE YOU READY TO SEE YOUR NEW GUSANOZ RESTAURANT?
WE'RE READY.
WE'RE READY.
2 DAYS AND $10,000.
OPEN YOUR EYES.
ARE YOU READY TO SEE YOUR NEW GUSANOZ RESTAURANT?
WE'RE READY.
WE'RE READY.
2 DAYS AND $10,000. OPEN YOUR EYES.
OH, MY GOD.
(sighs)
IT'S SO BEAUTIFUL.
I CAN'T TELL YOU. I LOVE IT. IT'S BEAUTIFUL.
IT'S GORGEOUS.
I'M OVERWHELMED. THANK YOU SO MUCH.
IT'S INCREDIBLE.
I LOVE THE COLORS. I LOVE THE BAR. I LOVE THE FLOOR.
I LOVE THE CHAIRS. I LOVE THE TABLES. I LOVE EVERYTHING.
OH, MY GOD.
OH, WOW.
IT'S BEAUTIFUL. IT'S INCREDIBLE.
WE CAN BE PROUD OF THIS.
YES.
THERE'S ANOTHER COUPLE OF PEOPLE THAT I WANT TO BRING IN.
OKAY.
EDDIE AND ALEX, YOUR SON AND DAUGHTER.
(Alex) THAT'S INCREDIBLE.
♪♪
IT'S AMAZING. EVERY--THERE'S NOT ONE THING I DON'T LIKE.
I LOVE THAT I CAN SEE INTO THERE. I LOVE THE COLORS.
I LOVE THAT THE SERVICE AREA'S BLOCKED OFF.
DO YOU THINK IT'S BEEN WORTH IT?
ABSOLUTELY.
IT WAS A GOOD THING FOR US.
THINGS WERE SO WRONG. THINGS WERE SO DIFFICULT.
IT WAS AN UPHILL BATTLE.
I DIDN'T THINK
I COULD FEEL THIS WAY AGAIN.
AFTER TWO DAYS, YOU'RE MAKING ME BELIEVE IN MYSELF AGAIN.
THERE'S A COUPLE OF PEOPLE WHO'VE DONE AN AMAZING JOB
WITH A LOT OF VOLUNTEERS--TOM MY BUILDER AND LYNN MY DESIGNER.
THANK YOU SO MUCH.
CONGRATULATIONS.
THANK YOU VERY MUCH, MAN.
ENJOY IT.
THANK YOU.
YOU'RE WELCOME.
WE BROUGHT THE FIESTA BACK TO GUSANOZ
BY GIVING IT A MUCH-NEEDED FACE-LIFT.
WE'VE TAKEN THE GREEN WALLS AND THE TACKY LIGHTS
AND REPLACED THEM WITH CUSTOM WORKS OF ART.
WE'VE OPENED UP THE SPACE BY KNOCKING DOWN A WALL
BETWEEN THE TWO DINING ROOMS.
ARE YOU READY TO SHOW THE RESTAURANT TO YOUR GUESTS?
YES, WE ARE.
WE ARE.
LET 'EM IN.
ALL RIGHT, ARE YOU GUYS ALL READY TO SEE THE NEW GUSANOZ?
(all) YEAH!
YOU'RE NOT GONNA BELIEVE IT. THANK YOU ALL FOR COMING.
YOU'RE GONNA LOVE IT.
I CAN'T BELIEVE THIS.
JUST AMAZING.
(Maria) THANK YOU FOR COMING IN. THANK YOU.
(speaking indistinctly)
FIRST IMPRESSION WALKING IN THE DOOR--AMAZING,
COULD NOT BELIEVE THE DIFFERENCE.
A LOT BRIGHTER, A LOT MORE INVITING COMING IN.
I'M JUST SO THRILLED WITH THE SIMPLICITY. IT'S FUN.
MY MOM AND DAD HAVE OWNED THIS PLACE FOREVER,
AND I REALLY THINK THAT IT LOOKS GREAT,
LIKE, IT LOOKS AMAZING. I REALLY LOVE IT.
I'M VERY EXCITED FOR THEM. THEY DO DESERVE IT A LOT.
THIS NEW MENU LOOKS EXCELLENT,
AND I'M VERY EXCITED TO TRY ALL THE NEW STUFF THAT'S ON HERE.
WE'RE SELLING FRESH GUACAMOLE
AT TABLE SIDE.
OH, MY GOD.
ENJOY.
YOU CAN'T BEAT FRESH.
I'M DOING GUAC AT THE TABLE.
IT'S REALLY AWESOME, BECAUSE I CAN INTERACT WITH THE CUSTOMER.
IT FEELS LIKE A MORE PERSONAL EXPERIENCE.
SO FAR IT IS DEFINITELY A SUCCESS.
IT'S PROBABLY THE BEST GUACAMOLE I'VE EVER HAD.
I WOULD DEFINITELY COME BACK FOR THIS.
I MIGHT EVEN FIGURE OUT A WAY TO TAKE SOME OF THIS HOME TONIGHT.
ALL RIGHT, GUYS, LET'S GO, LET'S GET THIS FOOD OUT.
I'VE WORKED HERE SINCE WE'VE BEEN OPEN,
AND NEVER BEEN THIS CRAZY.
CHAOS.
I GOT THAT TACO FLYING.
I ONLY HAVE ONE CARNE GOING, TWO TIMES.
YOU CAN SEE,
IT'S KIND OF, "WHOO,"
BUT IT'S OKAY. IT'S GONNA GET BETTER.
I NEED BEANS ON THESE PLATES. SHRIMP BURRITO, SHRIMP BURRITO.
I NEED THOSE TORTILLAS. TACOS RIGHT HERE, PLEASE.
(Robert) THE FOOD IS FLYING OUT BEHIND ME.
THE KITCHEN IS PUMPING SOME GREAT ORIGINAL RECIPES,
AUTHENTIC MEXICAN FOOD.
LOBSTER TACOS.
IT'S LIKE THE BEST OF NEW ENGLAND...
MM-HMM.
MIXED WITH MEXICO.
I HAVE A SHRIMP BURRITO.
THAT IS FANTASTIC.
I LIKE EATING HERE.
IT'S SO GOOD!
I ORDERED THE BEEF SHORT RIBS WITH THE MOLE SAUCE--
FANTASTIC. FALL RIGHT OFF THE BONE.
THAT'S GOOD.
(Rosemary) THEY NEEDED THIS OPPORTUNITY
JUST TO CAUSE SOME EXCITEMENT IN HERE,
AND I THINK THIS SIMPLER MENU
IS GONNA BE A LOT EASIER FOR THEM,
UH, TO KEEP IT GOING AND TO KEEP IT FRESH.
I THINK IT'S GONNA BE GREAT.
THIS HAS TAKEN THE MENU TO A WHOLE NEW PLACE.
DEFINITELY BE BRINGING THE FAMILY BACK AGAIN.
THIS IS VERY GOOD.
WE'LL BE BACK, NO DOUBT ABOUT IT.
I'M PROUD TO CALL THIS OURS. LIKE, I'M PROUD TO BE THE OWN--
OR THE OWNER'S KID, AND THAT'S COOL.
I'M--I WANT TO SHOW THIS OFF TO EVERYBODY RIGHT NOW.
I'M MORE THAN JUST HAPPY FOR OURSELVES.
I'M HAPPY FOR ALL OF OUR EMPLOYEES,
'CAUSE THEY'RE MY FRIENDS AND THEY'RE MY--
PEOPLE I WORK WITH ALL THE TIME.
KNOW THAT WITH, UH, THE RIGHT LEADERSHIP OF MARIA AND MYSELF,
THAT THERE'S NO HILL, NO MOUNTAIN WE CAN'T CLIMB
IN THE FUTURE. THIS IS--
THIS IS GONNA BE JUST AN AMAZING JOURNEY GOING FORWARD.
THE LAST TWO DAYS I HAVE LEARNED A LOT,
AND I HAVE OPENED MY EYES TO MANY THINGS
THAT I HAVE IGNORED
IN THE LAST FEW YEARS,
AND I GAINED
THE EXCITEMENT THAT I USED TO HAVE WHEN I CAME TO WORK,
THE EXCITEMENT THAT I USED TO HAVE WHEN I TALK TO EMPLOYEES.
I AM VERY PROUD OF MY FAMILY.
THE FUTURE LOOKS BRIGHT.
WHEN I WALKED IN GUSANOZ YESTERDAY,
IT WAS SO BAD, I HAD TO TREAT IT LIKE A PIÑATA.
I HAD TO SMASH IT APART
TO FIND THE SWEETNESS INSIDE.
I CAN HONESTLY SAY NOW
THIS IS ONE SWEET SPOT.
MARIA'S FOUND HER FOOTING, NICK IS READY TO LEAD,
AND THE DARK DAYS ARE BEHIND THEM.
LET THE FIESTA BEGIN...
OLé!
(bell dings)
(man) THAT'S DONE.