"TONIGHT ON THE PROFIT..." "I'M GOING INSIDE LA DOGWORKS," "AND UPSCALE DOG BOARDING" "FACILITY THAT IS ON THE BRINK OF" "GOING OUT OF BUSINESS." "TAKE A GUESS ON HOW MUCH YOU" "MADE." "I HAVE NO IDEA." "$78." "[woof woof]" "WHILE I LIKE THE PRODUCT AND I" "LIKE THE PROCESS, THE BIGGEST" "PROBLEM HERE IS HOW ITS ABUSIVE" "OWNER ANDREW ROSENTHAL HANDLES" "HIS EMPLOYEES." "EMAIL ME THE [bleep]" "SCHEDULE!" "JUST DO IT!" "I'M GONNA TRY TO IMPROVE THE" "OWNER AND EMPLOYEE RELATIONSHIP" "BEFORE IT'S TOO LATE." "I DON'T HAVE TO ASK HIM" "AGAIN!" "HE DOESN'T CARE!" "TIME AND TIME AND TIME AND TIME" "MY NAME IS MARCUS LEMONIS," "AND I FIX FAILING BUSINESSES." "I MAKE TOUGH DECISIONS..." "I WILL NOT DO IT IF YOU'RE" "MANAGING THE PEOPLE." "AND BACK THEM UP WITH MY OWN" "CASH." "IT'S NOT ALWAYS PRETTY..." "FIRST TIME YOU EVER EMPTIED OUT" "POOP?" "BUT THIS IS BUSINESS." "I DO IT TO SAVE JOBS," "AND I DO IT TO MAKE MONEY." "THIS IS THE PROFIT." "LA DOGWORKS IS AN UPSCALE DOG" "HEART OF HOLLYWOOD, CALIFORNIA." "YOU'RE STINKY DOGS." "FOUNDED BY ANDREW ROSENTHAL" "IN 2004, THIS 24-HOUR FULL" "SERVICE CENTER WITH 36 EMPLOYEES" "HAS EVERYTHING FROM GROOMING TO" "TRAINING..." "SIT." "IN A STATE-OF-THE-ART INDOOR" "DOG PARK." "THIS BUSINESS GENERATES" "$1.3 MILLION A YEAR, BUT" "BOARDING FACILITY LOCATED IN THE" "RECENTLY, THEIR NUMBERS HAVE" "STARTED TO TUMBLE." "SLOPPY BUSINESS PRACTICES..." "I DON'T WANT TO WASTE YOUR" "TIME, AND PLEASE DON'T WASTE" "MINE." "TOGETHER WITH LAX" "MANAGEMENT..." "THERE'S INVENTORY MISSING?" "TELL, BECAUSE STUFF SLIPS" "THROUGH THE CRACKS." "WELL, YOU KNOW, IT'S HARD TO" "HAS DRIVEN DOWN SALES AND" "PILED UP $150,000 OF DEBT." "YOU KNOW, I COULD LOSE" "EVERYTHING." "THIS BUSINESS WILL BE FORCED TO" "CLOSE ITS DOORS." "IF THEY DON'T MAKE CHANGES," "NEARLY 50 MILLION HOUSEHOLDS" "HAVE DOGS." "EVEN IN A BAD ECONOMY, THE PET" "INDUSTRY IS RECESSION-PROOF." "I WANT A PIECE OF THAT." "WITH THE RIGHT CHANGES, I CAN" "TURN THIS INTO A MULTIMILLION" "DOLLAR BUSINESS IN NO TIME." "SO IT COMES UP TO $80." "THANK YOU." "SEE YOU LATER, GREG." "MARCUS." "WE'LL SEE YOU NEXT TIME." "HOW ARE YOU, ANDREW?" "VERY WELL." "YOU HAVE A NICE PLACE HERE." "THANKS." "SO HOW MANY SQUARE FEET IS" "THIS WHOLE THING, FRONT TO BACK?" "7,500." "WE HAVE BOARDING..." "GROOMING..." "DAYCARE, TRAINING." "SIT." "GOOD BOY." "AND WE HAVE OUR BOUTIQUE." "CAN I GET A TOUR?" "ABSOLUTELY!" "SO THIS IS THE RETAIL AND" "RECEPTION AREA." "IS ANY OF THIS STUFF PRIVATE" "LABEL?" "YOU MAKE ANY OF THIS?" "NO. [murmurs] PURCHASED IT." "PEOPLE BUY IT?" "YES." "THIS IS WHERE WE DO OUR" "GROOMING." "I GO INTO THE DOG GROOMING" "ROOM, AND I NOTICE THAT THERE'S" "NO SIGNS ON THE OUTSIDE OF THE" "BUILDING KIND OF DETAILING WHAT" "GOES ON INSIDE THIS FACILITY," "AND I DON'T KNOW HOW A" "INTERESTING." "CUSTOMER'S SUPPOSED TO KNOW WE" "DO." "HERE'S ALYSSA." "HOW ARE YOU?" "IS THAT A CUSTOMER'S DOG?" "YEAH." "NICE TO MEET YOU." "HOW DO YOU KNOW HOW TO PRICE" "IT?" "WE PRICE BASED ON BREED." "CONDITION OF THE COAT IS ALWAYS" "A FACTOR...." "DEPENDING ON WHAT" "THEY WANT US TO DO, IF THERE'S" "ANY SPECIAL, LIKE, REQUESTS..." "SO DO YOU KINDA MAKE IT UP?" "PRETTY MUCH." "OKAY." "THIS IS WHAT I CALL THE" "CENTERPIECE OF LA DOGWORKS." "IT'S A 2,500-SQUARE FOOT INDOOR" "DOG PARK." "THIS IS FOR DOGS TO PLAY." "VERY COOL." "AND WHO'S THAT?" "JESSE, WHO IS DIRECTOR OF" "ANIMAL CARE." "HOW LONG HAS HE BEEN WORKING" "HERE?" "SEVEN YEARS." "HI, GUYS." "HI, GEORGE." "THIS IS MARCUS." "TO GO IN AND SEE THE THOUGHT" "AND THE CREATIVITY THAT ANDREW" "PUT INTO THIS..." "IT'S VERY WELL-THOUGHT OUT." "I'M VERY IMPRESSED." "HI, GUYS." "WE CALL IT THE DOG DECK." "IT'S A SAFE HAVEN." "IF YOU NOTICE THE BUNK BEDS" "I CREATED--I INVENTED THESE." "I'M THE FIRST PERSON TO EVER DO" "THIS." "YOU INVENTED THE BUNK BED?" "FOR DOGS--FOR USE WITH DOGS." "[laughs] OKAY." "OKAY." "WHERE ARE THE SWEETS AT?" "YOU DON'T HAVE LITTLE SWEETS," "INDIVIDUAL SWEETS" "WE DON'T DO SWEETS." "YOU DON'T." "WHAT WE DO--IT'S A TWO-STORY" "PREFABRICATED KENNEL SYSTEM." "HEY, BUDDY." "SOME PEOPLE HAVE SAID THAT," "YOU KNOW, THE CHAIN LINK, YOU" "KNOW, "MY DOG WAS IN A SHELTER" "AND IT'S GONNA BRING BACK BAD" "MEMORIES."" "FIRST OF ALL, DOGS DON'T THINK" "THAT WAY." "IT WOULD NEVER--A DOG WOULD" "NEVER THINK THAT WAY." "THE FIRST THING I THOUGHT OF" "WHEN I GOT MY TWO COCKER" "SPANIELS FROM A SHELTER..." "IT HAS" "THE SAME FEEL AS A SHELTER." "SO MAYBE THAT'S WHY PEOPLE SAY" "IT." "WELL, PEOPLE." "NOT DOGS." "YOU BUILD THESE ROOMS THAT LOOK" "LIKE HUMAN ROOMS--YOU THINK THE" "DOGS CARE ABOUT THIS?" "BUT IT'S THE MARKETING FOR" "THE CUSTOMER, NOT FOR THE DOG," "RIGHT?" "I MEAN, IT'S HOW I LEAVE THE DOG" "AND HOW I THINK ABOUT IT." "OKAY." "WE DO IT OUR WAY, AND" "IT WORKS REALLY WELL." "THIS IS WHERE WE DO TRAINING." "EMILY IS OUR DIRECTOR OF" "TRAINING." "ARE YOU EMILY?" "I AM." "HEY, I'M MARCUS, HOW ARE YOU?" "MARCUS, A PLEASURE." "REALLY NICE TO MEET YOU." "AND ZOE." "THIS IS ZOE." "TRAINING IS A VERY, VERY" "IMPORTANT PART OF LA DOGWORKS" "WHICH FELL OFF GREATLY." "WHY DO YOU THINK THAT IS?" "YOU KNOW WHAT, LA DOGWORKS" "ISN'T FOR EVERYBODY." "HOW DOES A CUSTOMER CONTACT" "YOU IF THEY HAVE A COMPLAINT?" "THERE'S A WEBSITE OUT THERE" "THAT PEOPLE POST BUSINESS" "REVIEWS, AND WE'VE HAD SOME" "NEGATIVE STUFF PUT UP THERE, AND" "ANDREW RESPONDS TO IT IN HIS" "WAY." "[laughs]" "WHAT DOES "IN HIS WAY" MEAN?" "SO READ IT." "YOU CAN READ 'EM." "SO HERE'S AN EXAMPLE OF ONE." ""I'VE BEEN BRINGING MY DOG HERE" "FOR SIX MONTHS." "ONE NIGHT, I CAME TO PICK HIM" "UP." "WHAT I FOUND WAS MY PUP WEARING" "A MUZZLE, TIED TO A WALL." "MY OWN DOG--I WAS HORRIFIED."" "THEN YOUR RESPONSE WAS, "AFTER" "QUESTIONING THE STAFF, I BELIEVE" "THEM AND NOT YOU."" "YOU TOLD THE CUSTOMER THAT." "YEAH." "WHY?" "YEAH, WHY?" "I-I CALL IT LIKE IT IS." "ANDREW, STAY THE [bleep] OFF" "THE INTERNET, BECAUSE YOU'RE..." "HURTING YOUR BUSINESS." "I DON'T THINK I'M HURTING MY" "BUSINESS AT ALL, PERSONALLY." "I'M A LITTLE WORRIED ABOUT" "ANDREW SO FAR." "THE VIBE IN THE PLACE ISN'T" "GREAT." "I'VE SEEN SOME STUFF ONLINE," "AND HIS INTERACTION WITH ME," "QUITE FRANKLY, ISN'T THAT" "OPEN-MINDED." "SO BEFORE I DO A DEAL, I NEED TO" "GET A GOOD UNDERSTANDING OF" "THESE FINANCIALS." "HOW ARE YOU?" "NICE TO MEET YOU." "HI." "WHAT DO YOU DO HERE?" "I TAKE CARE OF THE MONEY." "WHAT DO YOU HAVE THAT I CAN" "LOOK AT?" "HOW 'BOUT A PL?" "YES." "THIS IS APRIL." "OKAY." "AND THIS IS 2012." "SO IN THIS MONTH, YOU KNOW" "HOW MUCH REVENUE YOU DID?" "120?" "109." "HOW MUCH DID YOU MAKE ON 109?" "I HAVE NO IDEA." "$78." "SALES FELL OFF GREATLY, AND" "IT--AND IT JUST HASN'T BLOSSOMED" "TO WHERE IT NEEDS TO GO." "GROOMING HAS BEEN" "UNDERPERFORMING." "TRAINING HAS BEEN LAGGING." "OUR TOP PERFORMER IS DEFINITELY" "BOARDING." "THIS YEAR, BOARDING'S OFF QUITE" "A BIT." "WHAT IS YOUR OCCUPANCY?" "WHAT DO YOU MEAN?" "WE'RE GONNA THINK ABOUT THIS" "JUST LIKE A HOTEL" "NUMBER OF BEDS, NUMBER OF" "NIGHTS, THE RATE PER NIGHT." "THAT'S HOW A HOTEL DOES A" "BUDGET." "THEY MANAGE THEIR BUSINESS ON" "SOME LEVEL OF OCCUPANCY." "IF ALL OF THE RUNS AND ALL OF" "THE BEDS WERE OCCUPIED, YOU" "WOULD HAVE $1,830,000." "WHAT DO YOU THINK YOUR LEVEL OF" "OCCUPANCY IS AS A PERCENTAGE" "OF YOUR TOTAL?" "DO YOU KNOW THAT NUMBER?" "NO." "YOU KNOW THAT NUMBER?" "NO." "THE MAXIMUM REVENUE THAT THE" "KENNEL SYSTEM COULD GENERATE" "IS ABOUT $1.83 IF EVERY KENNEL" "WAS FULL EVERY NIGHT AT A STATE" "OF RATE." "LAST YEAR, THE KENNELS GENERATED" "ABOUT $500,000." "SO VERY SIMPLY, I JUST DIVIDE" "$500,000, WHICH IS WHAT THEY" "GENERATED, INTO THE AMOUNT THAT" "THEY SHOULD HAVE GENERATED, AND" "I COME UP WITH AN OCCUPANCY RATE" "OF 27%." "THAT'S NOT GOOD." "SO THE WAY I LOOK AT THIS," "ANDREW, IS YOU'RE AT THE" "ABSOLUTE WORST POSSIBLE LEVEL" "AT 27%." "WE'RE OFF." "WHAT'S YOUR BIGGEST CHALLENGE" "IN YOUR JOB..." "WHEN YOU WAKE UP" "IN THE MORNING?" "PUTTING UP WITH ME." "DEALING WITH YOU?" "THAT'S GOOD." "ARE YOU NOT EASY TO DEAL" "WITH?" "NO." "HOW COME?" "BECAUSE I'M VERY PASSIONATE" "ABOUT WHAT I DO, I KNOW WHAT I" "WANNA SEE, I KNOW HOW I WANT" "THIS PLACE TO RUN." "AND SOMETIMES PEOPLE TEND TO NOT" "FOLLOW THE PATH AND..." "DOES IT MAKE YOU CRAZY?" "YES." "I DON'T WALK AROUND YELLING" "EVERY DAY." "I WALK AROUND YELLING WHEN I" "NEED TO." "FOR ME, IF AN EMPLOYEE" "DOESN'T WORK OUT, THAT'S MY" "FAILURE, NOT THEIRS." "IF ANDREW'S TELLING ME HIMSELF" "THAT HE'S NOT GOOD WITH HIS" "THAT IT COULD BE MUCH WORSE." "HEY, I'M MARCUS, HOW ARE YOU?" "HEY, NICE TO MEET YOU." "EMPLOYEES, I HAVE TO IMAGINE" "RENE, JESSE'S BROTHER." "OH, YOU'RE JESSE'S BROTHER." "WHAT DO YOU DO HERE?" "ANIMAL CARE TECH." "OKAY." "YOU LIKE IT?" "IT'S GOOD." "WHAT DO YOU LOVE ABOUT THIS" "PLACE?" "UH, JUST BEING WITH DOGS," "MAN." "THERE'S SOMETHING THAT'S ALWAYS" "GONNA LOVE YOU EVERY TIME YOU" "COME IN WHETHER IT'S A BAD DAY" "OR A GOOD DAY, YOU GOT A HAPPY" "DOG WITH YOU." "HOW DO YOU LIKE WORKING WITH" "ANDREW?" "UH..." "IT CAN BE A LITTLE COMPLICATED" "TO EXPLAIN." "SEEMS LIKE HE GETS A" "LITTLE..." "UH..." "YOU GOTTA WORK." "YEAH." "ALL RIGHT, MAN, WELL," "GOOD MEETING YOU." "I'LL BE SEEING YOU AROUND." "SOUNDS GOOD." "ALL RIGHT, BUDDY." "HEY, JESSE, CAN I GRAB YOU FOR A" "MINUTE, BUD?" "YEAH." "JESSE'S THE PARK MANAGER, AND" "HE'S A CRITICAL STAFF MEMBER." "I MEAN, HE'S RUNNING WHAT I" "CONSIDER 50% OF THIS BUSINESS," "SO YOU AND I HAVEN'T HAD A" "CHANCE TO TALK OR ANYTHING." "DO YOU WANNA BE HERE LONG-TERM?" "THE CENTER OF THE BUSINESS." "ACTUALLY, YEAH, I LOVE IT" "HERE." "I MEAN, I BEEN HERE SEVEN YEARS" "NOW." "I MEAN, I BEEN PROBABLY THE" "LONGEST ONE HERE AND WORKED" "EVERY SHIFT IMAGINABLE HERE." "I MEAN, I KNOW THE PLACE INSIDE" "AND OUT." "HOW DO YOU LIKE WORKING WITH" "ANDREW?" "I HAVE TO TELL YOU, IT SEEMS" "LIKE YOU WORK HARD, YOU'RE" "POSITIVE." "OH, I MEAN, I HAVE TO BE." "ALL RIGHT, THANK YOU, BUDDY." "COME ON, SOOKS." "NEIL?" "MARCUS." "YOU HAVE TO BE." "MARCUS." "NICE TO MEET YOU." "NICE TO MEET YOU." "WHAT WOULD YOU SAY WOULD BE THE" "SINGLE BIGGEST PROBLEM IN THE" "ORGANIZATION?" "IT STARTS AT THE TOP." "IT'S A REALLY DYNAMITE FACILITY" "WITH A WELL-THOUGHT OUT SYSTEM." "BUT I DON'T THINK ANDREW IS" "RATIONAL." "YEAH, ERIN TOLD ME HE FLIES" "OFF THE HANDLE...[snaps]..." "IN A NANOSECOND." "HE HAS HAD SEVERAL EXPLOSIONS" "IN THE PAST FEW WEEKS." "WHY WOULD SOMEONE LIKE YOU" "PUT UP WITH STUFF LIKE THAT?" "I LOVE THE ANIMALS, BUT I" "HAVE MY LIMITS." "MAN-TO-MAN..." "I'M PLANNING MY" "EXIT." "ARE OTHER PEOPLE TOO?" "YES." "AND WHY DO YOU WANNA LEAVE?" "ONE OF THE BIGGEST REASONS IS" "I GOT BIT RECENTLY." "ANDREW LITERALLY GOT IN MY FACE" "AND YELLED AT ME AND BLAMED ME" "FOR IT." "IN FRONT OF OTHER EMPLOYEES?" "YES." "AND THAT'S THE THING." "I MEAN, EVERYBODY ELSE RESPONDED" "LIKE NORMAL PEOPLE WOULD." "AND IF IT WEREN'T FOR THAT," "I'M NOT A VIOLENT GUY, BUT I" "WOULD HAVE PROBABLY LEFT HERE IN" "HANDCUFFS AND ANDREW IN AN" "AMBULANCE." "I THOUGHT WE COULD MAYBE JUST" "GO INTO THE TRAINING ROOM AND" "TALK." "NOW?" "IS THAT ALL RIGHT?" "YEAH, SURE." "I CAME HERE TO DO BUSINESS," "AND INSTEAD OF FOCUSING ON" "BUSINESS, WE'RE FOCUSING ON HIM" "YELLING." "YELLING AT EMPLOYEES COULD BE" "THE MOST INEXCUSABLE BEHAVIOR OF" "ANY KIND, AND IF I'M GONNA MAKE" "A DEAL WITH THIS GUY, THERE'S NO" "WAY THAT I'M GONNA LET ANDREW" "INTERACT WITH HIS EMPLOYEES ONCE" "I'M HERE." "I LOOKED AT 600 BUSINESSES," "AND I LIKE THIS CONCEPT." "I'M WILLING TO WRITE A CHECK..." "MM-HMM." "AND FUND WHAT I THINK NEEDS" "TO HAPPEN." "MM-HMM." "I'M NOT WILLING TO DO IT" "I WILL NOT DO IT--IF YOU'RE" "MANAGING THE PEOPLE." "YOU DON'T REALLY NECESSARILY..." "LIKE PEOPLE." "I MEAN, THAT'S A VERY BROAD" "STATEMENT, BECAUSE I REALLY AM" "GOOD WITH PEOPLE, IT'S" "YOU'RE NOT AS GOOD AS YOU" "SHOULD BE AS A BUSINESS OWNER" "WITH PEOPLE." "MAYBE I DON'T HANDLE MY STAFF" "WELL, IF--IF THAT'S WHAT YOU'RE" "SAYING." "I'M SAYING THAT YOU DON'T" "HANDLE YOUR STAFF WELL OR YOUR" "CUSTOMERS AS WELL AS YOU SHOULD." "HE'S GOT A GREAT CONCEPT HERE," "AND I THINK I CAN TAKE THIS" "CONCEPT AND REALLY SCALE IT" "ACROSS THE COUNTRY." "BUT I'M GONNA PUT A VERY TIGHT" "LEASH ON HIM, AND I'M GONNA KEEP" "HIM AWAY FROM THE CUSTOMERS AND" "THE EMPLOYEES." "WHY DO YOU WANT LA DOGWORKS?" "'CAUSE I LIKE THE BRAND, AND" "FOR ME, IT'S CREATING PRODUCTS" "AND SERVICES UNDER THE LA" "DOGWORKS BRAND THAT ARE SCALABLE" "AND THAT ARE SOLD IN MASS" "RETAIL, ONLINE, AND OPENING UP" "MULTIPLE LOCATIONS." "WE'RE ONLY GONNA OPEN UP NEW" "LOCATIONS WHEN I'M CONFIDENT" "THAT THIS LOCATION IS" "FUNCTIONING THE WAY IT'S" "SUPPOSED TO BE..." "INCLUDING THE" "MORALE." "OKAY." "ANDREW, I'M GONNA OFFER YOU" "$1 MILLION." "FOR..." "I WANT 50% OF THE BUSINESS," "YOU AND I ARE GONNA BE EQUAL" "PARTNERS." "I'M GONNA CONTROL THE OPERATIONS" "OF THE BUSINESS, AND YOU WILL" "HAVE NO AUTHORITY OVER THE" "EMPLOYEES, AND YOU WILL CONTROL" "THE BRAND." "BUT THIS IS A BUSINESS THAT I" "BUILT, THAT I CAME UP WITH, AND" "NOW I'M GONNA SHARE THAT WITH" "SOMEBODY WHO I DON'T KNOW." "I DON'T KNOW THAT I WANNA SELL 50% OF MY BUSINESS FOR" "$1 MILLION." "WELL, THAT'S MY BEST OFFER." "YOU MADE $78.17 LAST MONTH." "MM-HMM." "BUSINESS TO THE NEXT LEVEL?" "ABSOLUTELY." "DO YOU WANNA BE RELIEVED OF" "THE BURDEN OF DEALING WITH YOUR" "DO YOU WANNA TAKE THIS" "PEOPLE?" "DO YOU WANNA OPEN MORE STORES?" "MM-HMM." "I'M OFFERING YOU $1 MILLION" "TO DO THAT." "WHAT I CARE ABOUT IN THIS MOMENT" "IS YOU AND A BUSINESS THAT I" "POTENTIAL." "MM-HMM." "COMING UP..." "IF YOU'RE HAPPY, THE CUSTOMER" "WILL BE HAPPY." "IF YOU'RE UNHAPPY, THIS PLACE IS" "OUT OF BUSINESS." "I TRUSTED PEOPLE TO MANAGE." "THAT'S NOT FAIR." "WHAT ARE YOU TALKING ABOUT?" "THINK HAS A [bleep]LOAD OF" "DON'T EVEN GO THERE." "JUST DO IT!" "JUST DO IT!" "WHAT I CARE ABOUT IN THIS" "MOMENT IS YOU AND A BUSINESS" "THAT I THINK HAS A [bleep]LOAD" "OF POTENTIAL." "MM-HMM." "THE $1 MILLION OFFER THAT I" "MAKE ANDREW ISN'T JUST TO HAVE" "JUST DO IT!" "ANDREW PUT A MILLION DOLLARS IN" "HIS POCKET." "THE $1 MILLION OFFER IS VERY" "SIMPLE." "ANOTHER $150,000 TO PUT WORKING" "CAPITAL IN THE BUSINESS." "AND THEN $700,000 FOR ANY" "EXPANSION OPPORTUNITIES." "THOSE EXPANSION OPPORTUNITIES" "ARE NOT GONNA HAPPEN UNTIL THIS" "PLACE IS RIGHT." "I'M GONNA WANT TO HAVE COMPLETE" "CONTROL FOR THE NEXT WEEK" "SO THAT I CAN GET THE EMPLOYEES" "IN LINE, GET THEIR PROCESS IN" "LINE, AND TELL THEM THAT YOU" "DON'T MAKE ANY DECISIONS." "I MAKE THE DECISIONS." "IF, AT THE END OF THIS WEEK," "YOU CAN'T DO WHAT I THINK YOU'RE" "SUPPOSED TO DO AND THIS PLACE" "DOESN'T FUNCTION WELL, THE" "DEAL'S OFF THE TABLE." "I DON'T WANT EVER TO HAVE TO" "WORRY ABOUT THIS BUSINESS" "SUFFERING..." "OR NOT HAVING ENOUGH MONEY" "TO PAY MY STAFF OR NOT HAVING" "ENOUGH MONEY TO PAY RENT." "I WANNA FIX THE BUSINESS." "I WANNA TRANSFORM PARTS OF IT" "THAT I THINK WE CAN TRANSFORM" "TOGETHER." "BUT I NEED TO KNOW THAT YOU CAN" "TRANSFORM YOURSELF." "YOU GOTTA LET ME HELP YOU." "[ahem]." "OKAY." "LET'S GO TO WORK." "WE'RE SHAKING ON MAKING THIS" "WORK FOR BOTH OF US." "BUT I WANNA BE CLEAR." "YES." "IF YOU MESS WITH ANY OF THESE" "EMPLOYEES, I WILL FIRE YOU." "FOR THOSE OF YOU THAT HAVE NOT" "MET ME, I'M MARCUS." "I WANTED EVERYBODY TO KNOW THAT" "ANDREW AND I HAVE COME TO A" "DEAL." "OVER THE NEXT WEEK, YOU'RE GOING" "TO SEE SOME SIGNIFICANT CHANGES," "BUT THE MOST IMPORTANT THING" "WE'RE GONNA WORK ON IS" "MANAGEMENT." "THERE'S OVER 30 PEOPLE WORKING" "HERE, AND THEY RELY ON THIS" "BUSINESS TO SURVIVE." "SO IN THAT INSTANCE, THEY'LL" "TAKE ABUSE..." "UNTIL SOMEBODY" "STEPS IN AND STOPS IT." "AND I'M GONNA BE THAT PERSON." "THE DAYS OF PEOPLE BEING YELLED" "AT AND DEMORALIZED AND MORALE" "BEING THIS LOW ARE OVER." "IF YOU'RE HAPPY, THE CUSTOMER" "WILL BE HAPPY." "IF YOU'RE UNHAPPY, THIS PLACE IS" "OUT OF BUSINESS." "YOU'RE NOT GONNA BE OUT OF" "BUSINESS ON MY WATCH." "WE NEED TO RAISE REVENUE IN" "WE'RE GONNA GET VERY, VERY CLEAR" "ABOUT THE PROCESS." "WE HAVE TO INCREASE OCCUPANCY IN" "THE KENNELS." "WE HAVE TO CREATE A LOYALTY" "PROGRAM THAT ALLOWS CUSTOMERS" "ORDER TO MAKE MONEY AROUND HERE." "TO BE REWARDED FOR USING OUR" "DIFFERENT PRODUCTS AND SERVICES." "MY OTHER GOAL IS I WANNA OPEN UP" "THAT..." "WE CANNOT DO THAT UNLESS" "THIS ONE IS RIGHT." "WE HAVE TO EXPAND THE RETAIL" "MORE LOCATIONS, BUT WE CANNOT DO" "PRODUCT SELECTION BY DEVELOPING" "PRIVATE LABEL PRODUCTS." "ALL OF THE STAFFING, MORALE," "ALL OF THAT" "IS MY JOB." "OH, SORRY." "YOU GUYS ARE GONNA BE" "REPORTING IN TO ME." "ALL RIGHT, LET'S GET BACK TO [energetic music]" "♪ ♪" "HEY, I'M MARCUS." "STEFANO." "STEFANO, NICE TO MEET YOU." "YOU'RE HERE TO TALK ABOUT THE" "WORK..." "OKAY?" "PAINTING?" "YEAH." "I'M LOOKING JUST TO ACCENT" "STUFF." "RIGHT." "THAT WALL RIGHT THERE" "AND THIS WALL RIGHT HERE COULD" "BE YOUR ACCENT WALL, AS WELL AS" "THAT ONE RIGHT THERE." "♪ ♪" "IN ORDER FOR ME TO MOVE" "FORWARD WITH MY MARKETING PLAN," "I WANNA SEE ANY AND EVERYTHING" "THAT ANDREW HAS." "SO ANDREW WANTED TO TAKE ME BACK" "INTO THE GARAGE TO SHOW ME HIS" "DELIVERY VEHICLE." "OH, THIS IS COOL." "THIS IS THE FETCHMOBILE." "THEY WRAPPED AND THE WHOLE" "DEAL?" "UH-HUH." "AND LOOK." "AND LOOK, AND LOOK." "WELL, I MEAN" "NO." "WAIT A MINUTE." "THERE IS NO "WELL."" "IT'S A SCRATCH." "SO A TEAM MEMBER DID THAT?" "YEAH." "CARELESSNESS." "IT'S CALLED AN ACCIDENT." "I MEAN, ANDREW, YOU DO" "UNDERSTAND THAT THINGS HAPPEN," "RIGHT?" "OH, I UNDERSTAND, BUT NOT" "CONSTANTLY." "THE QUESTION IS DO YOU HAVE" "ENOUGH PATIENCE AND TOLERANCE" "TO EDUCATE THEM, TO TRAIN THEM," "TO FORGIVE THEM?" "[scoffs]" "I HAVE SEEN MY EMPLOYEES WHITTLE" "AWAY AT THE INTEGRITY OF LA" "DOGWORKS..." "BY STUPIDITY, BY" "LAZINESS." "BY NOT--NOT COMING TO WORK." "YOU HIRE PEOPLE..." "AND THAT'S" "WHERE YOUR PROBLEM STARTS." "THE PERSONALITIES, THE LAZINESS," "THE BAD WORK ETHIC" "ALL THESE VARIABLES DRIVE ME" "CRAZY." "HOW MANY TIMES DO I HAVE TO ASK" "YOU TO DO SOMETHING?" "HOW MANY TIMES DO I HAVE TO ASK" "YOU?" "IT'S LIKE THE WATER TORTURE" "BOOM, BOOM, BOOM." "WE'RE WORKING TOGETHER HERE," "WE'RE A TEAM, WE'RE A HIERARCHY." "WE'RE JUST LIKE THE DOGS." "WHO'S THE TOP DOG, WHO'S THE" "ALPHA MALE?" "ME." "YOU GOTTA DO WHAT I SAY WHEN I" "SAY IT." "I MEAN, IF I COULD FIRE THE" "ENTIRE STAFF AND START FROM" "SCRATCH, I WOULD DO THAT TOO." "SO WHO WRECKED THE VAN?" "WELL, NEIL." "WHAT DO YOU DO, JUST YELL AT" "HIM?" "I DON'T TALK TO NEIL, AS A" "MATTER OF FACT." "WHY?" "YOU DON'T LIKE HIM?" "I HATE HIM." "HE'S A [bleep]." "HE'S A--I'LL GIVE YOU $8.50 OR" "$9 WORTH OF WORK AND NOT A [bleep] PENNY MORE AND NOT ANY" "MORE EFFORT." "OKAY?" "THAT'S NEIL." "WHEN HE GOT BIT BY THE DOG" "AND WAS BLEEDING, WERE YOU" "CONCERNED ABOUT HIM OR THE DOG?" "HA HA HA HA HA HA HA HA!" "OKAY" "ANDREW, I GOTTA TELL YOU" "YOUR LAUGH SCARES THE [bleep]" "OUT OF ME." "BECAUSE IT'S A FARCE." "WHAT NEIL DID WAS REACH DOWN" "AND PUSH THE DOG BACK, AT WHICH" "POINT, THE DOG BIT HIM." "IT SOUNDS LIKE HE WAS JUST" "TRYING TO STOP THE DOG FROM" "I WAS HORRIFIED." "WHY--WHY WOULD YOU DO THAT?" "RUNNING IN THE STREET." "AS ANDREW'S RANTING AND" "RAVING, NEIL WALKS IN." "INSTEAD OF ANDREW USING SOME" "SORT OF DECORUM OR DISCRETION OR" "SHUTTING HIS MOUTH, HE" "CONTINUES." "HE ACTUALLY GETS EVEN MORE AMPED" "UP." "AND THEN HE COMES UP TO MY" "OFFICE YELLING AND SCREAMING AT" "ME THAT I SHOULD HAVE SHOWN MORE" "COMPASSION." "BUT I THINK WHEN THAT" "HAPPENS, I THINK WHAT PEOPLE ARE" "LOOKING FOR IS SOME LEVEL OF" "SYMPATHY." "THAT'S NOT--AGAIN, MY STAFF" "HAS TO FUNCTION A RIGHT WAY." "I KNOW." "WHEN NEIL STARTED WORKING" "HERE, AND I TOLD HIM TO THIS" "TO HIS FACE--I HAD BIG HOPES FOR" "HIM." "WHEN YOU SAY THAT TO" "SOMEBODY, "I HAD HIGH HOPES FOR" "YOU..."" "NEIL DID NOT HEAR THAT FROM" "ME UNTIL WE HAD A HUGE ARGUMENT" "IN THE KITCHEN WHEN HE GOT IN MY" "FACE WITH HIS WIDE EYES" "I-I GOT IN YOUR FACE?" "YOU DON'T REMEMBER THAT?" "I DON'T REMEMBER IT THAT WAY." "WELL, MY BACK WAS TO THE DOOR" "AND YOU WERE STANDING HERE" "STARING ME DOWN AND I SAID," ""WHO THE [bleep] DO YOU THINK" "YOU ARE STARING ME DOWN?"" "[inhales]" "DON'T REMEMBER THAT?" "I REMEMBER IT DIFFERENTLY." "OKAY, WELL..." "IN THAT INSTANCE WHERE HE" "PULLED THE DOG--DID YOU THINK" "NEIL WAS OUT OF LINE?" "NO, NOT OUT OF LINE, JUST" "DOING A STUPID THING." "HE JUST DID THE WRONG THING." "A THING THAT NOBODY ELSE WOULD" "DO." "HAVE A GOOD NIGHT." "OKAY--NO, NO--IS THERE A" "PROBLEM?" "[dogs barking]" "HE'S GONNA GET FIRED ANYWAY." "WHY'S THAT?" "BECAUSE I [bleep] CAN'T STAND" "HIM." "HE'S INSUBORDINATE, HE'S" "OBNOXIOUS." "DON'T LET HIM MANIPULATE YOU," "JUST WORTHLESS." "ABSOLUTELY WORTHLESS." "COMING UP..." "YOU DON'T KNOW THE HISTORY OF" "WHAT'S GONE ON HERE." "THE HISTORY IS THAT THE" "PEOPLE THAT WORK HERE DON'T [bleep] WANT TO DO IT ANYMORE!" "ANDREW, THIS IS DR. RIVERA." "SHE'S WORKED WITH ME IN OTHER" "COMPANIES IN TRYING TO HELP" "BECAUSE I'M TELLING YOU, HE IS" "BRING PEOPLE TOGETHER." "HA HA HA HA HA!" "HA HA HA HA HA!" "HA HA HA HA HA!" "TOGETHER." "WE NEED TO TALK AS A GROUP NOW." "AS SOON AS I SAW THE EXTENT OF" "ANDREW'S RAGE FOR HIS EMPLOYEES," "I REALIZED I NEEDED TO GET ALL" "WE NEED TO GATHER EVERYBODY" "THE EMPLOYEES TOGETHER" "IMMEDIATELY." "THIS IS THE TIME--THIS IS LIKE A" "GROUP THERAPY SESSION." "I MEAN, LISTEN, A LOT OF TIMES" "THINGS CAN BE SOLVED IF PEOPLE" "CAN JUST TALK THEM OUT." "IT'S IMPOSSIBLE, ANDREW, FOR YOU" "FEEL ANYMORE." "YOU CAN'T DO IT ANYMORE." "I DON'T DISMISS." "YOU DO." "NO, I DON'T DISMISS." "I'M SORRY, BUT YOU DO." "NO, I DON'T." "TO DISMISS HOW THESE PEOPLE" "I'M SORRY, BUT YOU DO." "NO, I DON'T DISMISS." "YOU DON'T TRY TO EMPATHIZE" "OR FEEL WHAT THEY'RE FEELING." "EVERYTHING IS JUST--HANDLE IT." "DO IT, FIX IT." "FOR ME TO GET YOU GUYS TO DO" "THINGS WASN'T ALWAYS SO EASY." "'CAUSE WE HAD OTHER THINGS TO" "THERE'S ALWAYS SOMETHING TO" "DO." "YOU'RE SAYING THE WHOLE" "PROBLEM WAS WE HAD NO" "ORGANIZATION, THINGS WEREN'T" "DO." "GETTING DONE THAT YOU WANTED US" "TO GET DONE." "BUT YOU EXPECT THREE PEOPLE TO" "TAKE CARE OF 50 DOGS A DAY PLUS" "DO DROP-OFFS AND PICKUPS, MAKING" "SURE THEY GET MEDICATION, THEY" "GET THEIR FOOD, AND WE CLEAN THE" "WHOLE BUILDING." "ALL THAT STUFF WITH THREE PEOPLE" "IS NOT POSSIBLE." "WE ALL HAVE TO MAKE THINGS" "WORK." "NO, I KNOW, BUT" "UTILIZING OUR TIME PROPERLY." "YOU FOCUS SO MUCH ON WHAT" "DOESN'T GET DONE THAT IT MAKES" "PEOPLE FEEL THAT THEY'RE" "WORTHLESS." "YOU COMPLAIN ABOUT HAVING TO PAY" "ANYBODY ANYTHING, AND PEOPLE" "WORK REALLY HARD." "I FEEL YOU DISMISS IT." "IT'S JUST--IT'S NOT" "OKAY, YOU'RE INCORRECT IN" "YOUR FEELINGS." "I HAVE TRIED, AND I'VE TRIED TO" "COMMUNICATE, AND I'LL TELL YOU" "SOMETHING--IT DOESN'T WORK ALL" "THE TIME." "THEY'RE SCARED OF HOW YOU'RE" "GONNA REACT." "AND THAT'S A BIG ONE TOO," "'CAUSE A LOT OF PEOPLE SEE YOU" "RANTING AND YELLING AT ME WHEN" "I'M INSIDE DOG AREA, SO THEN" "YOU'RE JUST LIKE, "OH, [bleep]," "I'M NOT GONNA GO TALK TO HIM."" "PEOPLE AVOID YOU." "EVERYBODY HERE KNOWS MY" "PERSONALITY, KNOWS THE WAY I AM." "I'M A REACTIONARY, OKAY?" "I'LL YELL AND SCREAM, AND THEN" "IT'S FINE." "YEAH, BUT I MEAN, FOR YOU." "AND THAT'S WHAT I NEED TO DO" "FOR MY HEALTH." "AND FOR MY HEALTH, I'M SORRY," "IT'S NOT WORKING, 'CAUSE I'M" "STRESSED OUT--I GO HOME" "STRESSED AS HELL, DUDE, I DON'T" "SEE MY WIFE AS MUCH, 'CAUSE I" "HAVE TO DO THESE EXTRA HOURS." "YOU DON'T THINK I WORK ENOUGH." "THIS JOB HAS REALLY STRESSED ME" "OUT." "THAT'S NOT TRUE." "ANDREW, YOU GOTTA LISTEN" "YOU'RE NOT LISTENING!" "I LISTEN TO EVERYTHING." "NO, YOU'RE NOT!" "DOES HE LISTEN--YES OR NO?" "NO." "IT'S OKAY." "YOU'RE FRUSTRATED, RIGHT?" "YES." "OKAY, JUST TELL HIM HOW YOU" "FEEL." "I'M LISTENING." "OKAY." "GO AHEAD." "HE'S NOT GONNA GET MAD." "IT'S OUR LIVELIHOOD HERE." "[crying]" "AND IT'S JUST NEVER BEEN" "CONSIDERED." "EMILY, WHAT DOES THAT HAVE" "WE'RE WORKING SO HARD." "BUT EXPLAIN WHAT'S BEEN GOING" "ON SO MARCUS UNDERSTANDS." "NO, NO, I UNDERSTAND." "I WANT YOU TO UNDERSTAND." "NO, NO, YOU DON'T UNDERSTAND." "NO, BECAUSE" "YOU DON'T UNDERSTAND." "WHAT DO YOU MEAN, I DON'T" "UNDERSTAND?" "'CAUSE YOU DON'T KNOW THE" "HISTORY OF WHAT'S GONE ON HERE." "THE HISTORY IS THE PEOPLE" "THAT WORK HERE DON'T [bleep]" "WANNA DO IT ANYMORE!" "THAT'S WHAT MATTERS." "THAT'S THE EASY WAY OUT." "THAT'S THE EASY WAY OUT, MARCUS." "YOU KNOW WHAT THE EASY WAY" "OUT FOR ALL THEM IS?" "WHAT'S THE EASY WAY OUT?" "LEAVE." "WHAT'S THE EASY WAY OUT?" "TO LEAVE." "WHAT'S THE" "I QUIT." "TO LEAVE." "TO LEAVE--THAT'S THEIR EASY" "WAY OUT." "AND THEN YOU'LL BE TOTALLY UP [bleep] CREEK." "NOW, THAT--THAT'S RIDICULOUS." "I'M NOT GONNA LET THESE" "PEOPLE SUFFER BECAUSE YOU'RE A [bleep] COMMUNICATOR." "WE'RE GONNA FIX IT." "THEY ARE LOYAL TO YOU FOR SOME" "CRAZY REASON." "I HAVE NO IDEA." "BUT I'M SURPRISED THEY ALL" "HAVEN'T LEFT." "ANDREW CONTINUES TO BE IGNORANT" "TO THE FACT THAT THESE EMPLOYEES" "HAVE SOMETHING TO SAY." "HE DOESN'T SEEM TO UNDERSTAND" "THAT THESE ARE REAL PEOPLE WITH" "REAL FEELINGS WHO HAVE A PASSION" "FOR HIS BUSINESS..." "AND THAT" "THESE PEOPLE, IF TREATED" "PROPERLY, WILL MAKE HIM A LOT OF" "MONEY." "WE ARE GONNA LEAVE THE PAST." "WE GOT A LOT OF WORK TO DO." "TOGETHER." "GUYS, THANK YOU, OKAY?" "NO, NO, NO, NO." "NO." "I DIDN'T LIKE BEING AMBUSHED" "TODAY." "YOU KNOW, IT'S KIND OF LIKE WHEN" "SOMEBODY FALLS OR SOMEBODY GETS" "KNOCKED DOWN AND THEN YOU KICK" "THEM AND THEN, OH, LOOK, AND" "THEN THE NEXT ONE KICKS THEM" "AND THEY'RE KICKING AND THEN I'M" "LIKE, "WHOA!" YOU KNOW?" "ENOUGH IS ENOUGH." "I CREATED THIS BUSINESS..." "AND I SHOWED EVERYBODY HOW TO DO" "IT." "THIS IS MY HAPPINESS." "I'M GONNA MAKE YOU THE BEST" "BUSINESS OWNER THAT'S EVER" "LIVED..." "THANK YOU!" "BUT YOU HAVE TO SHUT UP ONCE" "IN A WHILE." "AND LET 'EM JUST TALK." "IT'S SO DIFFICULT FOR ME." "I'M SORRY." "IT IS, BUT WHAT'S THE" "DISADVANTAGE OF LETTING THEM GET" "IT OUT?" "ANDREW HAS WHAT I CALL DELUSIONS" "OF GRANDEUR." "HE THINKS HE'S BIGGER AND BETTER" "THAN HE ACTUALLY IS." "HE HAS NO RESPECT FOR HIS" "EMPLOYEES, AND THE SMALLEST OF" "THINGS SET HIM OFF." "INSTEAD OF COUNSELING HIS" "EMPLOYEES AND TEACHING THEM AND" "TRAINING THEM AND BEING A GOOD" "LEADER, HE'S JUST AN ANGRY MAN." "CAN I HAVE A FEW MINUTES BY" "MYSELF, PLEASE?" "SURE." "THIS GUY'S A [bleep] LUNATIC." "[laughs]" "WHERE'S JESSE?" "HE'S NOT HERE." "HE'S OFF TODAY?" "I CAME INTO THE BUSINESS THIS" "MORNING HOPING TO HAVE A FRESH" "START, HOPING TO REALLY DEVELOP" "ALL THESE GREAT PLANS." "INSTEAD, I WALKED IN TO SOME" "REALLY BIG PROBLEMS." "JESSE QUIT." "YEAH." "HE WAS HAVING A" "CONVERSATION WITH ERIN, AND HE" "GOT UP AND QUIT." "I MADE A DECISION" "WHAT HAPPENS IF ALL THESE" "PEOPLE QUIT?" "THEN WE HIRE NEW PEOPLE." "ANDREW, YOU'RE STILL" "STRUGGLING TO SEE THAT THESE ARE" "PEOPLE." "YOU'RE MANAGING THEM..." "LIKE" "SERVANTS." "AND WITHOUT THEM, WE'RE CLOSED." "THIS IS A MOMENT THAT I'VE" "WORRIED ABOUT, AND I'VE WARNED" "ANDREW ABOUT THIS." "IF PEOPLE AREN'T TREATED" "PROPERLY, THEY'RE GONNA REBEL AT" "SOME POINT." "AND WHAT I'M STARTING TO SENSE" "IS THERE'S MUTINY ABOUT TO" "HAPPEN AT THIS PLACE." "[dramatic music]" "♪ ♪" "TALK ABOUT JESSE FOR A" "MINUTE?" "OKAY." "CAN WE HAVE JESSE COME IN?" "WHAT?" "SIT DOWN AND TALK ABOUT ALL" "THIS?" "WHY?" "BECAUSE I THINK IT'S UNFAIR" "THAT HE LEFT..." "WITHOUT HAVING" "A CHANCE TO SAY ANYTHING." "JESSE HAS EMAILED ME THE" "SCHEDULE THREE OR FOUR TIMES IN" "THE ENTIRE TIME HE'S WORKED" "HERE, OKAY?" "HE REFUSES TO DO IT." "HE'S BEEN A DEDICATED" "EMPLOYEE WHO HAS" "HE HASN'T BEEN." "YES, HE HAS!" "HE HAS NOT BEEN." "DEDICATED TO WHO?" "WHO IS HE DEDICATED--NOT ME!" "WE'RE NOT ALL HERE FOR YOU!" "WE ARE HERE FOR THIS PLACE!" "THEN WE'LL NEVER--THEN" "THEN--NO, NO, NO, NO." "I'M NOT GONNA PUT UP WITH THAT." "JESSE FAILED MISERABLY." "HE WOULDN'T LISTEN TO A [bleep]" "THING I SAID." "[shouting] I DON'T HAVE TO ASK" "HIM TIME AND TIME AND TIME AND" "TIME AGAIN!" "EMAIL ME THE [bleep] SCHEDULE!" "JUST DO IT!" "THAT'S THE ANSWER TO" "EVERYTHING--JUST DO IT." "WELL, JUST DO IT!" "WHEN YOU DO IT, DO IT." "AND AGAIN, WE'VE HAD THIS" "TALK--THE FALSE THREATS, AND" "THIS AND THAT AND YELLING AND" "SCREAMING GETS NOWHERE BECAUSE" "PEOPLE DON'T TAKE IT SERIOUSLY" "I TRUSTED PEOPLE TO MANAGE." "THAT'S NOT FAIR." "WHAT ARE YOU TALKING ABOUT?" "DON'T EVEN GO THERE." "THAT'S A WASTE OF-- [bleep] YOU." "COMING UP..." "HE TOLD ME HE WAS QUITTING." "YOU SAY THE WRONG THING TO HIM," "AND IT'S, "HOLY [bleep]!"" "I DON'T CARE." "WHO ARE THE EMPLOYEES, IF YOU" "HAD TO GUESS, WHO ARE THE" "I'M NOT GOING ANYWHERE." "EMPLOYEES YOU THINK YOU'VE" "HURT THE MOST?" "I'M VERY EXCITED ABOUT ALL" "THESE IDEAS THAT WE HAVE FOR LA" "DOGWORKS." "BUT I CONTINUE TO BE CONCERNED" "ABOUT ANDREW'S BEHAVIOR." "WHEN I GET VOICEMAIL MESSAGES" "THAT SOUND LIKE THIS:" "HEY, MARCUS, THIS IS NEIL." "I'M CALLING TO ASK IF YOU CAN" "HIRE ME INTO ONE OF YOUR OTHER" "BUSINESSES--I DON'T EVEN CARE." "WHATEVER YOU GOT." "I'M DISTRESSED AT THE HARASSMENT" "LEVEL." "IT'S JUST GETTING TO BE" "OVERWHELMING AT DOGWORKS." "SO I DECIDED TO BRING IN" "DR. RIVERA, A WORKPLACE" "PSYCHIATRIST." "I'VE WORKED WITH HER IN THE" "PAST, AND SHE'S BEEN VERY" "COMMON GROUND BETWEEN EMPLOYEES" "AND OWNERS." "HEY, MARCUS." "HEY, HOW ARE YOU, DR. RIVERA?" "HOW ARE YOU?" "GOOD TO SEE YOU AGAIN." "GOOD." "HOW ARE YOU?" "HOW'S EVERYTHING?" "BIG SIGH." "YEAH." "THIS IS A BIG" "CHALLENGE." "LET ME GIVE YOU A LITTLE TOUR," "INTRODUCE YOU TO A FEW PEOPLE." "OKAY." "[dog yipping]" "ISN'T THIS BEAUTIFUL?" "WONDERFUL!" "YEAH." "HI." "HOW ARE YOU?" "I'M ANDREW." "I'M ERICA." "HI, ERICA." "NICE TO MEET YOU." "PLEASURE." "ANDREW, THIS IS DR. RIVERA." "COMPANIES IN TRYING TO HELP" "BRING PEOPLE TOGETHER." "SO" "SHE'S WORKED WITH ME IN OTHER" "HA HA HA HA HA HA" "I'M KIDDING." "I THOUGHT MAYBE THE THREE OF" "US CAN GO BACK AND CHAT." "SURE." "I THINK MY BIGGEST CONCERN" "IS TO HELP HIM MANAGE PEOPLE." "IT'S NOT A THING THAT HE LOVES" "TO DO." "EMPLOYEES HAVE BEEN THE BAIN" "OF MY EXISTENCE." "OKAY." "I HEAR YOU SAY BAIN OF" "YOUR EXISTENCE, AND IN OUR" "DISCUSSIONS, WE THINK ABOUT" "EMPLOYEES ACTUALLY BEING THE KEY" "TO A SUCCESSFUL BUSINESS." "YOUR EMPLOYEES NEED TO KNOW THAT" "YOU TRUST IN THEM, VALUE THEM," "AND BELIEVE IN THEM..." "OR IT'S" "GONNA COST YOU." "IN THE BANK, IT'S GONNA COST" "YOU." "THERE'S ONE PERSON HERE THAT" "I THOUGHT IT WOULD BE HELPFUL" "FOR HIM TO BE BROUGHT INTO THE" "EQUATION FOR YOU TO INTERACT" "WITH HIM IN HIS PRESENCE..." "OKAY." "AND TO WATCH THE VISCERAL" "REACTIONS THAT BUBBLE FROM BOTH." "RIGHT." "BECAUSE IF ANDREW CAN LEARN" "TO WORK THROUGH THIS PARTICULAR" "ONE, I THINK HE'S GOT THE" "POTENTIAL FOR BEING AN" "AMAZING..." "AMAZING BUSINESS" "OWNER." "LET'S GO SEE NEIL." "IF DR. RIVERA CAN FIND SOME" "COMMON GROUND BETWEEN THE" "EMPLOYEES AND ANDREW, WE ARE" "WELL ON OUR WAY TO MAKING A LOT" "OF MONEY." "THIS IS NEIL, BUDDY OF MINE." "HI." "NI, NEIL." "IT'S NICE TO MEET YOU." "SO ANDREW, CAN YOU TELL ME WHAT" "QUALITIES YOU SEE IN NEIL." "I DON'T SEE ANYTHING IN NEIL" "NOW BECAUSE HE DOESN'T EXIST." "WE HAD A FALLING OUT, AND I" "WOULDN'T SAY I'M A GRUDGE" "HOLDER, BUT I'M A GRUDGE HOLDER." "YOU AND ANDREW?" "THERE WAS AN INCIDENT." "I GOT BIT BY A DOG." "SO WHAT'S BEEN GOING ON WITH" "THIS DOG STARTED CHARGING OUT OF" "THE RUN." "MY FIRST INSTINCT WAS, "PROTECT" "THIS DOG FROM RUNNING DOWN THE" "STREET," AND THE DOG LATCHED" "ONTO MY ARM AND LITERALLY HE" "SAID TO ME, "WELL, LOOK HOW" "YOU'RE HANDLING THE DOG!"" "AND I WAS LIKE, UH--UH--YOU" "KNOW, I MEAN, IT'S LIKE" "DAMAGE CONTROL." "I SAID WHAT ARE YOU DOING?" "IS WHAT I SAID." "NEITHER OF THOSE STATEMENTS" "ANY WAY TO ME SOUND LIKE THEY" "HAVE ANY, UM, LEVEL OF CONCERN" "IN YOUR EMPLOYEE'S HEALTH," "THOUGH." "LET'S BE HONEST, RIGHT?" "THIS IS IMPORTANT, BECAUSE NEIL," "YOU FELT YOU WEREN'T BEING TAKEN" "CARE OF BY YOUR EMPLOYER IN THAT" "MOMENT." "WELL, WHEN YOU WORK IN A" "PLACE LIKE THIS, BITING CAN BE" "INEVITABLE WITH THAT MANY DOGS," "BUT IT'S JUST HOW YOU HANDLE IT." "I WENT UP INTO THE OFFICE AND I" "SAID, "NEXT TIME I GET BIT," "PLEASE SHOW SOME COMPASSION."" "AT THAT POINT, HE STARTED" "SCREAMING AT ME, AND HE WAS" "BEING SO TOXIC AND HOSTILE IN MY" "FACE." "THAT'S NOT WHAT HAPPENED" "AT ALL." "HE WAS VERY ANGRY AND..." "REALLY CHALLENGED ME IN FRONT OF" "PEOPLE." "AND I SAID, "WHAT IS YOUR" "PROBLEM?"" "AND HE GOES LIKE THIS... [whispers] OH, MY GOD." "NOT OH, MY GOD." "NOT OH, MY GOD." "I DID NOT GET IN HIS FACE." "THIS IS THE ENERGY THAT I HAD" "WHEN HE WAS SCREAMING THE" "F WORD IN MY FACE." ""WHAT THE [bleep]--"" "IT JUST--THERE WAS NO STOPPING" "IT." "THAT'S NOT WHAT I SAID, YOU" "FRICKING MORON!" "THAT'S NOT WHAT I SAID, YOU" "FRICKING MORON!" "YOU JUST THREW A PRETTY ROUGH" "INSULT AT NEIL." "THAT'S--I DON'T CARE!" "I HAVE HEARD MORE STORIES ABOUT" "NEIL AND NEIL COMPLAINING ABOUT" "THIS AND CALLING ME NAMES AND" "I'M QUITTING AND HE'S OUT OF HIS [bleep] MIND AND NAH, NAH, NAH," "NAH, NAH." "YOU SAY THE WRONG THING TO HIM" "AND IT'S, "HOLY [bleep]!"" "I'M THINKING THAT PROBABLY" "FRICKING MORON!" "THIS ISN'T THE FIRST INSULT" "YOU'VE GOTTEN, NEIL." "SO I'M WONDERING..." "WOW!" "NEIL, WHY ARE YOU HERE?" "HE TOLD ME HE WAS QUITTING." "ARE YOU WAITING FOR THAT?" "I'M NOT FIRING HIM." "WHY NOT?" "'CAUSE I DON'T DEAL WITH HIM" "EVERY DAY." "HE DOES HIS JOB." "HE ADDS VALUE AS AN EMPLOYEE." "HE ADDS VALUE AS AN EMPLOYEE." "INTENTION OF FIRING HIM." "I NEVER DID." "THERE'S JUST A DIFFERENCE OF" "OPINION ABOUT A LOT OF THINGS," "OKAY." "SO YOU DON'T HAVE AN" "AND, QUITE HONESTLY, IT'S HIS" "RESPONSIBILITY..." "TO WHAT?" "TO MAKE IT WORK--NOT HIS." "NEIL, I'M SORRY." "IS THERE ANY WAY WE CAN MOVE" "PAST THIS?" "HOW HARD IS THAT?" "WELL, MAYBE WE'LL DO IT" "ANOTHER TIME." "WHY ANOTHER TIME?" "REAL." "I DON'T WANT" "YOU DON'T NEED TO USE" "BECAUSE MAYBE IT--IT'LL BE" "MARCUS'S WORDS--YOU USE YOUR OWN" "WORDS." "LET'S GO AHEAD--I'LL HELP YOU" "WITH DINNER, NEIL." "TALK TO ANDREW." "HE NEEDS TO LEARN THAT IT'S OKAY" "TO SAY, "I'M SORRY."" "WHO'S GONNA TEACH HIM?" "I CAN'T HELP--I NEED YOUR HELP" "BECAUSE HE'S NEVER GONNA MOVE" "ON, EVER." "RIGHT." "SLACK, SLACK, SLACK." "HOW MANY TIMES DO I HAVE TO ASK" "SOMEBODY TO DO SOMETHING?" "IT'S GOTTA STOP." "SO ONE OF THE IMPORTANT" "THINGS I HEARD WAS MARCUS TALK" "ABOUT THE QUALITIES HE SEES IN" "NEIL." "I FEEL LIKE YOU REALLY NEED TO" "HEAR THAT." "I SEE QUALITIES, AND I'VE" "TOLD HIM I SEE QUALITIES IN HIM." "LET'S HEAR IT." "I SEE QUALITIES IN YOU." "AND I TOLD HER THAT." "COME A LITTLE CLOSER, NEIL." "THAT--THAT'S ENOUGH." "THAT'S NOT ENOUGH." "NO, THAT'S GREAT--NO, THAT'S" "STOP--OVER THE LINE." "THAT'S GREAT." "STOP IT." "[laughing]" "IS THIS" "STOP." "STOP." "IF YOU PUT YOUR ARM AROUND ME," "YOU'RE DOING IT BECAUSE YOU" "REALLY MEAN IT..." "AND YOU REALLY" "WANT TO MAKE AMENDS." "IF YOU REALLY WANT TO MAKE" "AMENDS, I CAN DEAL WITH IT." "OKAY." "OKAY?" "I'M WILLING TO..." "OPEN MYSELF UP TO YOU IF YOU'RE" "WILLING TO OPEN YOURSELF UP TO" "ME." "ALL RIGHT." "DO YOU WANT TO SHAKE HANDS?" "YES." "WHEN I ACCEPTED HIS APOLOGY," "WHEN I APOLOGIZED TO HIM, DID I" "MEAN IT?" "ABSOLUTELY." "THE ONE THING I WILL SAY FOR" "ANYTHING TO HURT A DOG, AND" "THAT'S ALL I CARE ABOUT." "I AM EXHAUSTED." "AFTER ANDREW MADE UP WITH" "NEIL, WE WENT INTO THE TRAINING" "FACILITY AND HE HAD WHAT I WOULD" "CALL A HUMAN MOMENT, ONE THAT HE" "DOESN'T HAVE VERY OFTEN, WHERE" "HE WAS REFLECTIVE AND HE" "REALIZED THE PAIN AND SUFFERING" "THAT HE HAS CAUSED TO OTHER" "PEOPLE." "AFTER LA DOGWORKS OPENED, SO" "MANY PEOPLE CAME UP TO ME AND" "SAID, "YOU DID IT."" "WHEW." "FEEL PROUD, RIGHT?" "IT'S A PROUD MOMENT." "I HONESTLY FELT PEOPLE WORKED" "REALLY HARD." "EVERYBODY PITCHED IN," "EVERYBODY..." "PULLED THEIR WEIGHT." "I MEAN, IT WAS REALLY A" "BEAUTIFUL THING." "SOMEWHERE..." "THINGS FELL APART" "AFTER THAT." "WHO ARE THE EMPLOYEES, IF YOU" "HAD TO GUESS, WHO ARE THE" "EMPLOYEES YOU THINK YOU'VE" "HURT THE MOST EMOTIONALLY?" "IN REFLECTION." "I WANT YOU TO RECONCILE WITH THE" "PEOPLE THAT MATTER, AND SOMEHOW" "THAT SAME RESOLUTION THAT YOU" "HAD ABOUT PULLING PEOPLE" "TOGETHER AND EVERYBODY STRIVING" "FOR A COMMON GOAL--WE ARE AT" "THAT POINT AS WE SIT HERE RIGHT" "NOW--THAT THAT SAME TENACITY," "THAT SAME WILL TO WIN, THAT SAME" "ENERGY THAT YOU USED IS WHAT HAS" "TO HAPPEN RIGHT THIS MOMENT." "YOU HAVE TO." "ABSOLUTELY." "THAT'S MY DOG." "OH, MY BOY." "BETWEEN WHAT HAPPENED WITH" "DR. RIVERA AND HIS BREAKTHROUGH" "WITH NEIL, I'M NOW WATCHING HIM" "ACTUALLY PITCH IN." "I THINK HE REALIZES THAT IF HE" "DOES THE JOB OF THE REST OF HIS" "EMPLOYEES, HE'LL HAVE A BETTER" "APPRECIATION, A HIGHER LEVEL OF" "RESPECT, AND A BETTER" "UNDERSTANDING OF WHAT IT TAKES" "TO WORK HERE." "FELICIA'S WATER." "FELICIA'S WATER?" "YEAH." "[dogs barking]" "YAMMA COMING IN." "GO ON." "NOW THAT THINGS ARE STARTING" "TO LOOK UP AND I'M NOTICING A" "CHANGE IN ANDREW'S ATTITUDE," "I WANTED TO TAKE HIM OUT FRONT" "AND SHOW HIM SOME OF THE CHANGES" "THAT I'VE MADE TO THE FRONT OF" "THE STORE." "THE BUILDING HAS BEEN REPAINTED." "PATCHED, AND WE ADDED THESE" "THINGS." "IT SAYS GROOMING..." "WE HAD A LOT OF THE HOLES" "GROOMING AND TRAINING." "LOOKS VERY NICE." "WE NEEDED TO TELL PEOPLE WHAT" "WE DO." "THE LIGHTING'S ALL WORKING." "THE FLAGS ARE ALL UP, AND IT" "LOOKS GOOD." "I THINK IT'S BRILLIANT." "DID YOU SEE THE LOGO INSIDE?" "LET ME SHOW YOU THAT." "THIS LOGO THAT WAS MADE CAME OUT" "GREAT." "I LOVE IT." "IT IS VERY BEAUTIFUL." "THAT'S GREAT." "I THINK THAT IS A SPECTACULAR" "LOGO TO BE ON THE BUSINESS CARDS" "WITH THE GROOMING DEPARTMENT." "I MEAN, IT'S FANTASTIC." "BEAUTIFUL." "I ALSO HAD SOME PRIVATE LABEL" "PRODUCTS MARKED UP SO ANDREW AND" "THE TEAM CAN SEE THE KIND OF" "IDEAS THAT WE HAVE AND THE KIND" "OF PRODUCTS THAT WE CAN TAKE TO" "MARKET." "WHEN WE FIRST MET, I TALKED" "ABOUT WAYS TO KIND OF MAKE THE" "BRAND BIGGER AND STRONGER." "THESE ARE NOTHING MORE THAN" "MOCKUPS." "BUT I'M LOOKING FOR PRODUCTS" "THAT ARE APPROVED, THAT HAVE THE" "LA DOGWORKS STAMP OF APPROVAL." "SO THE FIRST THING I HAD" "CREATED..." "IS A NEW PET FENCE." "THIS IS MORE OF A MASS MARKETED" "PRODUCT." "YOU LIKE THAT?" "YES." "IT'S PRETTY NICE." "IT'S A VERY USEFUL TOOL." "IT'S ALSO GREAT FOR TRAINING" "DOGS." "THIS IS A FOLDABLE PET BED." "IT'S A COT, IT'S A DOG COT." "YEAH." "I LIKE THAT." "THAT'S A GOOD IDEA." "THAT'S GREAT FOR THE SUMMER." "A LITTLE PORTABLE PET" "DRINKER." "SO WHETHER IT'S THIS OR 20 OTHER" "THINGS OR 30 OTHER THINGS, AS" "YOU OPEN UP MORE LOCATIONS" "ACROSS THE COUNTRY, LA DOGWORKS" "PRODUCTS WILL BE SOLD THERE." "AND IT'LL ALSO BE ONLINE." "HERE, COME HERE." "SEE, THE BEAUTY OF THIS" "RELATIONSHIP IS BEING ABLE TO" "COLLABORATE AND MAKE STUFF LIKE" "MARKET." "THAT'S WHAT I THINK'S GREAT." "COMING UP..." "I CAN MAKE THIS BUSINESS WORK" "WITH OR WITHOUT YOU." "YOU DON'T KNOW HOW TO TREAT" "PEOPLE." "OH, YEAH, I DO." "THIS AND TAKE IT TO THE MASS" "NO." "OH, YEAH, I DO!" "OH, YEAH, I DO!" "LOOK, IN THE LAST WEEK, WE'VE" "DONE SOME THINGS--AT LEAST WE'VE" "TRIED TO." "WE'VE PAINTED THE FRONT OF THE" "STORE, WE'VE RE-BRANDED THE" "RETAIL STORE, WE'VE WORKED ON" "OH, YEAH, I DO!" "WAYS TO IMPROVE THE EFFICIENCY" "OF THE GROOMING DEPARTMENT." "LOOK, WE'RE AT THE POINT WHERE" "ANDREW NEEDS TO GET VERY FOCUSED" "IF HIS BUSINESS WANTS TO" "SURVIVE." "ONE OF THE THINGS THAT I WANTED" "TO DO IS TALK TO YOU ABOUT THE" "BOARDING." "I HAD AN IDEA THAT MAY OR MAY" "NOT WORK, BUT IF WE WENT TO" "ANIMAL SHELTERS IN THE GREATER" "LOS ANGELES AREA AND WE SAID" "FOR EVERY INDIVIDUAL OR FAMILY" "THAT ADOPTS A PET, YOUR FIRST" "GROOMING OR YOUR FIRST TRAINING" "OR YOUR FIRST BOARDING IS" "COMPLIMENTARY." "THAT'S OUR GIFT BACK TO YOU FOR" "LOVING DOGS AS MUCH AS WE DO." "ALTHOUGH IT'S A GREAT THING TO" "DO FOR THE COMMUNITY, IT'S ALSO" "A GREAT WAY FOR PEOPLE TO COME" "IN." "I WOULD CALL IT A LOSS LEADER." "DOES THAT MAKE SENSE?" "YEAH, YOU'RE ABSOLUTELY" "DISCUSSED BEFORE." "BUT IT DIDN'T" "IT'S ALL BEEN PLANNED BEFORE," "RIGHT, BUT THIS HAS ALL BEEN" "AND IT WAS ATTEMPTED..." "FOLLOW-THROUGH." "I CAN'T ASK SOMEBODY 10 TIMES, 20 TIMES TO DO SOMETHING WHEN" "PEOPLE AREN'T FOLLOWING THROUGH." "I'M NOT SURE I UNDERSTAND." "THERE ARE EMPLOYEES THAT WORK" "HERE, OKAY, AND A LOT OF THEM" "AREN'T MEETING THE MARK." "OKAY." "I DON'T GET IT." "LOOK, I SEE GREAT POSSIBILITIES" "WITH THIS BRAND AND THIS" "BUSINESS, BUT ANDREW CAN'T GET" "PAST BLAMING EVERYBODY ELSE FOR" "EVERY SINGLE MISTAKE THAT'S" "MADE." "THE PEOPLE THAT NEED TO GO" "NEED TO GO." "THE PROBLEMS NEED TO GO." "HOW DO YOU FEEL ABOUT THAT?" "I'M JUST LISTENING FOR RIGHT" "NOW." "THE PEOPLE THAT ARE CAUSING" "I'M NOT SURE WHAT TO SAY AT THIS" "POINT." "IF I HAVE TO COME UP WITH" "NEW--NEW RULES EVERY DAY TO GET" "PEOPLE TO FUNCTION PROPERLY," "THAT'S WRONG." "NO, IT'S CALLED THE EVOLUTION" "OF BUSINESS." "THINGS CHANGE." "NO, NO, NO, NO." "NO, NO." "SO YOUR SOLUTION IS TO GET" "RID OF ALL THE PEOPLE BECAUSE" "THEY ALL SUCK." "WHAT PEOPLE?" "THE STAFF?" "US PEOPLE." "HA HA HA HA HA HA HA HA HA!" "I'M NOT A MORON." "AND I CAN MAKE THIS BUSINESS" "WORK WITH OR WITHOUT YOU." "THIS ISN'T GOOD SAM, THIS ISN'T" "CAMPING WORLD, THIS ISN'T" "YOU KNOW WHY IT'S NOT?" "IF THIS WAS GOOD SAM AND CAMPING" "WORLD, YOUR [bleep] WOULD BE" "OUTTA HERE." "WHY DON'T YOU LET ME FINISH" "DON'T BRING UP MY BUSINESS" "EVER" "I'LL BRING WHATEVER I WANT" "TO." "I TREAT MY PEOPLE THE RIGHT" "WAY--YOU DON'T KNOW HOW TO" "TREAT PEOPLE." "OH, YEAH, I DO." "NO." "OKAY, I HAVE CHANGED." "OH, MY GOD." "OKAY, I HAVE CHANGED." "I KNOW WHAT I HAVE TO DO AND I" "KNOW WHAT I HAVE TO SEE HAPPEN" "HERE IN ORDER FOR LA DOGWORKS" "TO" "OH, MY GOD, YOU DON'T THOUGH," "YOU KEEP SAYING THAT, OVER AND" "OVER AND OVER AGAIN." "ALL I'VE HEARD FOR THE LAST YEAR" "IS ABOUT GETTING RID OF THIS," "THAT, AND THE OTHER, ANDREW, AND" "YOU'VE NEVER DONE IT." "I'M SORRY, YOU'VE NEVER DONE IT," "AND YOU LAMBASTE A LOT OF" "HARDWORKING PEOPLE WHO COME IN" "HERE AND THEY WORK THEIR [bleep]" "OFF." "THERE ARE A LOT OF GOOD PEOPLE" "WHO WORK HERE." "EVERYBODY ENSURES THE SAFETY AND" "WELL BEING OF THESE DOGS EVERY" "DAY." "THAT'S BULL[bleep]." "WE'VE HAD A LOT OF GREAT" "STAFF WHO'VE COME THROUGH HERE," "AND A LOT OF GREAT PEOPLE WHO'VE" "LEFT BECAUSE OF YOU." "BECAUSE OF ME?" "BECAUSE OF YOU." "NOT TRUE." "NOBODY'S LEFT FOR THAT REASON." "YOU ARE SO FULL OF [bleep]!" "I'M SORRY." "NO." "YOU ARE IN SUCH DENIAL." "NO, I'M NOT." "YOU ARE IN DENIAL, MY FRIEND!" "NO." "YOU ARE." "ABSOLUTE BULL[bleep.]" "YOU KNOW, I'M JUST NOT IN THE" "MOOD TO DO THIS RIGHT NOW." "YOU WITH ME?" "ARE YOU WITH ME?" "[dog barks]" "ARE YOU WITH ME?" "THAT DOESN'T DO ANYTHING FOR ME." "OKAY." "I HAD A PARTNER MANY YEARS AGO." "THE ONLY REASON MY PARTNER IS" "ALIVE IS BECAUSE MURDER IS" "ILLEGAL." "OKAY?" "SO..." "I DON'T DO WELL WITH" "PARTNERS." "I DON'T THINK I'M A BAD PERSON." "I DON'T THINK I'M A BAD BOSS." "I JUST--I HAVE ANIMALS, YOU" "KNOW?" "IT'S NOT LIKE I OWN SOME [bleep]" "CAMPING WORLD..." "YOU KNOW, CAMPING STORE WHERE" "SOMEBODY PUTS THE TENTS WHERE" "THE SKIS ARE." "NOBODY'S GONNA DIE, NOBODY'S" "GONNA GET SICK, AND NOBODY'S" "GONNA GET HURT." "SO..." "IT'S A BIG DIFFERENCE." "ANYWAY." "WE'RE ON CAMERA RIGHT NOW." "I JUST NOTICED." "THIS LEVEL OF" "UNPREDICTABILITY IS TOO SCARY." "I CAN'T MOVE FORWARD AND DO" "BUSINESS WITH SOMEBODY THAT" "CANNOT TREAT HIS PEOPLE RIGHT." "THE $1 MILLION OFFER THAT I MADE"