Ep 3. Donato's

In the third episode of season 5 of Undercover Boss, the CEO of Donato's Pizza, Jane Grote Abell, goes undercover to see how her business is really doing at the store level. Donato's is a pizza franchise located primarily in the Midwest and has over 150 stores across the country. Abell disguises herself as a woman named "Jeanine" and works in various positions at different Donato's locations throughout the episode.

The episode starts with Abell working in the kitchen of a store in Louisville, KY, where she quickly realizes that the job is much harder than it looks. She struggles to keep up with the fast-paced environment and eventually burns a pizza. She then moves onto working as a delivery driver, where she notices that some customers are unhappy with their orders and begins to understand that the customer experience is essential.

Abell then moves onto Columbus, OH, where she works with the marketing and social media team. She meets with a young employee who reminds her of herself when she was starting out in the family business. She learns that social media is a critical tool to connect with customers and that Donato's could improve its social media presence.

Next, Abell travels to a distribution center in Lexington, KY, and works with the warehouse team. She discovers that the distribution center is understaffed, and employees are working overtime to keep up with demand. She also learns that the truck drivers who deliver supplies to the stores work long hours and are underpaid.

Finally, in Pittsburgh, PA, Abell works at a store where she uncovers a major issue with customer service. She works with a team member who has a bad attitude and treats customers poorly. She is shocked to learn that no one has addressed this problem and that it has been going on for a while.

Throughout the episode, Abell shows her dedication to her business, and her employees, and she learns about areas of improvement. She also expresses humility and empathy towards the employees she works with, and they to her, develop respect for her. At the end of the episode, Abell reveals her true identity to her employees, and each employee is given a reward for their hard work. Abell shares her appreciation for her employees and their dedication to the company. She also vows to implement changes that will improve Donato's and the experience for both employees and customers.