- This bar is failing because the brothers have a lot of issues. - I'm through talking to him. I ain't talked to him in nine months. - Imagine that, you go to work
with this animosity everyday. - That's awful. - [Rick] Why have you
become such a bleep lately? - [Randy] Shut up, we don't
need to her all that stuff. - [Rick] You're a piece of (bleep). - This is a family owned business, okay? There's Guy, he's the
son that's running it. He's the manager. There's Helen, Guy's mom, and Charlie. Charlie is the stepdad. There's Alex, the sister. Her and her brother love to go at it in front of customers,
in front of anybody. I've had this place under
surveillance now for a few days. Watch. - You're sitting here
(bleep) smoking a cigarette. (bleep) (bleep) - Now, she's outside smoking
in the middle of an order. He's not totally wrong. - Right, hell no, not at all. - You're (bleep) on the floor. And the caveat is you're
smoking cigarettes, just a slap in the face, Dude. It's a slap in the face.
- Whatever, dude. I wasn't even trying- - I don't care. - She's crying. - He's like attacking her. - You're out there in the front, what? Just hanging out, smoking a cigarette. Everybody else is just working. Stop (bleeping) up, get on your game. If you smoke another cigarette
you're (bleep) out of here. I don't give a (bleep) what mom says. - I can't do nothing right around here. - Aye-yai-yai. - That's a dysfunctional family. So you know, guys, we're in the South. So I got two locals, they grew up here. They're gonna give us a good, southern local perspective of what's going on here. - [Alex] Welcome to characters. - Hey, how you doing? What's up with the baseball outfit? - It's my character costume.
- All right. - Y'all like it? - You know, they're calling
this place Characters. - Right. - But they're not characters.
- No. - They walk, talk and act like themselves. That's just an outfit. They don't get into it, the
customer's not going to. - Sure. - Can I get a tom collins, please? - A tom collins? - Yeah, and I'm gonna have a whiskey sour. - A tom collins and a whiskey sour. - Two pretty simple drinks. - On that drink, you
said tom palmer, right? - Tom collins.
- Tom collins? - Yeah.
- Okay. - She's thinking of an Arnold Palmer, which is an iced tea and lemonade. She's nowhere near the right drink. (upbeat music) - Are you making it, or? - [Jon] There's our bartender, Whitney. Look at how slow she is. - [Russel] At the same time, most of these people that
are in here drinking, it seems like they're drinking beer. - It's a beer bar, that's the
crowd they're drawing now. - And certainly not making really great profit margins on that. - It's like Coney Island hot dogs here. - I kinda was hoping they'd
have more like southern- - You know guys, this is the South. You have to cater to the
marketplace that you're in. - Whiskey sour, tom collins. What can I get for y'all? - I'm gonna do the rib eye steak here. - [Female Spy] I'm gonna
do the baby-back ribs. - Yeah, it's two sides with that. - Oh, where are-
- We have just about everything
that you can think of. - She has no idea where the sides are. - Do you have anything
Southern on the menu? - Smothered chicken, is that Southern? - How long has she worked here? (dramatic music) - Dude, we're 86 on the rib eye? (bleep) You know what?
- What? - We're out of ribeye right now. - Get out of town. - I'm just gonna go with the Guys Big Dog. - [Alex] Okay. - So we went from ordering an entree, and having a larger check, to now we're just gonna
get a little hot dog. - Right.
- Yeah. - First day on the job today, huh? Look at the board, man. - All right.
- I mean. - I won't let it happen again,
whatever, my (bleep) bad. - She just dropped, she's pissed. - You're all jittery.
- I'm sorry. - Like relax.
- (bleep) dude. - Oh, easy, easy with the (bleep) mouth. - Dude, like chill.
- Ease up. - Bicker, bicker, bicker.
- Yeah. - [Alex] (bleep) dude,
every (bleep) thing I do. - I want you to get your
head out of your ass is what I want you to do! - Oh wow.
- All right guys, big dog right here.
- Oh my god. - Oh boy, let's see how
this food is gonna be. - This sauce is like too sweet. - She's talking about
the sauce being sweet. True North Carolina
barbecue sauce is vinegary. - Yeah.
- It's vinegar-based. - [Alex] More water too? - Oh yeah.
- Yeah? - Yeah, thank you. - Bringing the old
glass back to the water. - He's looking for her. - [Guy] Get a fresh cup. - Oh, I'm sorry. Keep getting on me about everything, dude! - I know, because it's just- - All right, I got it! - [Guy] You're trying to
prove yourself again, right? - [Alex] I understand that! - [Guy] Well, this is the
fourth time we've been back. - [Alex] Keep saying (bleep)
to me every five seconds. - You're making mistakes, I'm not the one making
the mistakes right now. - Okay.
(mom laughs) - You laugh though, like this is funny. - Guy, you hire and fire
her, everything changes. - Look at the frustration in this family. - Look, I'm not talking to
you, I'm talking to mom. - (bleep) You guys deal with it. This is why I can't deal with it. - Before I can begin to fix this bar, I gotta sit with this family.
- Yeah. - I'm gonna go to work,
I'll see you guys later. - All right.
- See ya in a bit. (dramatic music) - You don't wanna stay? Are you sure you don't want another drink? Come on, just one more, please. (dramatic music) - I'm Jon Taffer.
- How you doing Jon? Nice to meet you.
- Pleasure, nice to meet you. - Likewise.
- Hi. - Jon, good to meet you, Charlie. - Charlie, pleasure, nice to meet you. - My wife, Helen.
- Helen? - How are you?
- How are you? Nice to meet you, is Alex here too? - Someone call my name? - I did, hi.
- What's goin on, man? I'm Alex.
- I'm Jon, nice to meet you, pleasure.
- Nice to meet you. - You know why I'm here. So let's go sit in there. I wanna talk to the four of you, have a little family discussion for a couple of minutes, okay? (dramatic music) - You guys are from where? - Long Island.
- Where in Long Island? - Suffolk County. - I'm from Great Neck,
I understand New York. I understand the attitudes
that we have up there, but this is the South, it's
a little different down here. - Sure.
- I'm a damn Yankee. - That's right you are. Has you ever been in the
restaurant or bar business before? - No, it was more of a dream, obviously, with parents willing to help. - So how much money did you guys put in? - We've did about 300, that's
retirement and savings. - I got a little over
about $50,000 into this. - $50,000 for a young guy,
that's a lot of money. Helen, why do you think
this place is failing. - Management has inexperience. - Guy didn't step up, as far as learning. - I think it's a crock of (bleep) Being a first-time business
owner, I was overwhelmed. - Families and businesses don't
always work out very well. If he wasn't your stepson, would he be working here right now? - No. - Would you fire him? - That's (bleep) - Are the customers happy? - [Helen] Not here. - I don't agree with that. I guarantee you they're happy. - Are they coming back? - Absolutely, they are. - [Jon] Where are they? - Not here right now. - Let me tell you what I saw tonight. The couple that ordered the rib eye that was 86ed, those are my spies. You went up to the table. They said you were an
incredible sweetheart, but you don't know anything. She fails, and then you beat
the (bleep) out of her for it. - If that's how you see it. - It's what I saw. Do you feel that he's being mean to you? (dramatic music) - It's a hard shell. - That's (bleep). You just wanna just press
the cruise control button, just hang out, oh, I'll just
get fired and I'll come back. That's (bleep). That's disrespect to a family business. - I try my best to do the best I can. - She doesn't have a clue what she's doing or what's going on. - Have you trained her? - There were things, as far
as training, that probably slipped through the cracks
which probably shouldn't. - You're keeping her
weak by not training her. - So I'm gonna suggest that what's going on here is
primarily your fault. - Come on, man. - We've been going
through this a long time. - Do you want your sister to work here? - I don't know. We've had issues even before Characters. - Do me a favor, switch seats. - Talk to him, what are you feeling? - I'm feeling hurt a little bit. Like I try to do my best. (dramatic music) I don't mean to let you down. (dramatic music) - (bleep) that, this is a broken record. - You're holding everything against her. - 'Cause it's (bleep)! - If I don't get this negative
energy and this fighting out of this business,
Guy, this place closes. So you got a choice. You push her away, you
destroy the business, rip the family to shreds, or you figure out a way to pull her in. - I can't say that this is just gonna fix it overnight, it's not. - I don't expect it to, but
I wanna become a team player and I'm willing to do whatever it takes. Show you that I'm with this. - You're gonna run the
straight and narrow, and you're gonna prove to
him that you can do this. - Yes sir. - I'll do anything to keep it going. I'm living in a 700 square
foot apartment right now with kids staying in my room to sacrifice my dollars every month. I'm not ready to fail. - You gotta figure out how to
make this work for everyone. You with me? So there's the owner, there's Betsy. - Nobody worked the dock right. - There's Stephanie, Betsey's sister. She works here as well. - Jay, Betsey needs some wine, ugh! - Stef.
- What the (bleep)? You listen, no.
- Stef, shush. - Now guys, it's not even nine
o'clock yet, they're drunk. - Yeah.
- Oh yeah. - Betsy is not running
this bar responsibly. She needs to grow up and
be a business person. I got 60 motorcycle guys
pulling up here all at once. So let's see what they got. - All right. (upbeat rock music) - Look at that. (upbeat rock music) (motorcycle engines rev) - [JP] Hey Betsy, look, how
many bikes just pulled in. (motorcycle engines rev) - There's a whole bunch of
(bleep) going on, get up! (upbeat music) - [JP] I'm gonna work this
side, she's working that side. And let's go, what are you having? - They don't realize
they're gonna keep coming. This is like the clowns
getting out of the little car, where they just keep coming. - [Betsey] Somebody get me a (bleep). - As a bartender, this
is when you turn it on. - Yeah, exactly. - This is when it- - You start to see the money, man. - What can I get you guys? What can I get for you? She's still sitting down. - She doesn't understand that, wow, there's actually customers in my bar. - What do I do now? - This thing looks like a buffet line. What's going on here? Holy (bleep). - You know, it's not unlike what the situation that
would happen anyway. when a giant biker
group's riding the road, they come in all at once. And they should be used to
it and able to handle it. - What do you want? - What else? What do you need? - A sea breeze and bud light. - That was easily two and
a half ounces of booze. - [Jon] There's no reason to over-pour that much, that's crazy. - Oh yeah, absolutely. As a bartender, you're supposed to serve
one and a half ounces. And you're supposed to make sure that people drink responsibly. - [Betsey] Oh my god. - She didn't seem very
happy about having a bunch of new customers.
- She's miserable. She's inconvenienced by the whole thing. - Sure. - [Betsey] I got it, shut up. - Holy, it's like a truck stop. - All right who (indistinct)? - There's the sister,
Drunky McDrunkerton's back behind the bar now. (Stefanie speaks indistinctly) - Where's that going?
- Right here. - She is annihilated.
- She's hammered, yeah. - Do you guys serve food?
- Do you guys serve food? - No.
- You don't serve food? That's it, that's all your food? - Stefanie, go that way,
for real, go that way. - That's your food, right? - That's their food. - I want you to go that way. Go that way, and get
out from behind the bar. - All right, I'm done. - She's too drunk to work,
she can't pull it off. - Deep breath, deep breath. - Bang, bang. - Just for you! (customers cheer) - I've never been more
excited about cheese puffs, because they finally got some food. - And everybody's sticking they're... Oh! - [Brian] Go ahead, go to your mouth, touch your fingers, go right back in. - (bleep) bitch threw me
out behind the (bleep) bar. - I'm like speechless, Jon. - Yeah, me too. (dramatic music) - You listen to me!
- Stef. - No, (bleep) you.
- All right, Stef, thank you.
- Listen. - She's a train wreck. - Fine, (bleep) you. - Do you kiss your mother with that mouth? - [Stefanie] No, I (bleep) hate her. - What did you come here for tonight? - I came here for my sister. - To what? - I'm gonna help my sister (indistinct). - Do you realize she's
losing 4,200 a month and this bar is gone in three months? - Yes. - But you're (bleep) drunk, aren't you? Are you driving home tonight? - Yes. - You're planning on getting into a car? - Yes. - No, you're not.
- Are you gonna be the- - I'm not letting you get into
a car when you're this drunk. Do you hear me? - The beers not even sitting in the six packs, it's just being thrown in there.
- Because- - How are you gonna keep
on giving me excuses when I'm sitting here looking at it? All your beer is just (indistinct). I can't even talk to you. - Breathe in this for me. Go ahead, all the way, okay. (upbeat music) You have a .20. Legally intoxicated is a point 0.08. .08 is legally intoxicated. And her sister Betsy was
gonna let her drive home. That's illegal. That to me is the epitome
of irresponsibility. I stopped her. You are almost two and a half times past the legal intoxication. Can you work like this? - Yes. - Didn't your sister
throw you out of the bar? - No. - You need to sober up, and come talk to me when you're sober. - I'm gonna go behind the bar. - That's smart. - I think you're too drunk
to be behind your own bar. You're drunk, you're the one
that needs to get cut off. You need to set a (bleep) (indistinct). - (bleep) you, you (bleep), (bleep) you. - You have enough money to make it three more months, correct? - Absolutely. - (bleep) you. - Is she helping you? Or is she burying you?
- Get her out of here. - (bleep) you! - Come on ladies. You can't figure out what tab is what? Come on! - [Announcer] While Jerry
manages on the inside, his brother Dave and best friend Steve arrive with bar expert Jon Taffer to give this bar a chance at survival. - So here we are, O'Banion's. Why'd you call me? - When this first started, it was a very cooperative
effort between the three of us. We worked together on everything, but gradually over time
Jerry has stopped listening to any input from either of us. Now it's basically Jerry's
way or the highway. - Come on, what the (bleep)? - [Jon] So you went in for 40% your brother went in for
40% and you went in for 20. - [Steve] I have 20%. - Who primarily runs the bar? - My brother Jerry runs the bar. - All right, let's have a shot. Have a shot buddy.
- No. - Come on. - [Woman] Do you wanna play with us? - I'm really not, okay. (laughs) - It's all about him. - I got balls. (laughs) - Are your balls that big? - Hell no, they're bigger. (laughs) I'm not really a good shot, but- - (bleep) embarrassing. - Yeah, oh yeah. (Jerry laughs) - He's the loudest person
in the room, by far. - He is. - Her ass is in the way. Hey, can you get that
turd cutter out of my way? - Can you possibly succeed
with him being this way? - Not the way it is now, no. - [Jon] Running a bar drunk is dead wrong. - Holy (bleep) that was great. - When you guys sit here and tell me that he this and he that,
but you both together have the authority to stop that tomorrow. You can take control of
the bank accounts tomorrow. That's what 60% of a business is. - Good point. - So the fact of the matter is, you're not in a submissive
position to him. - That's true. So he needs to see your
anger, are you pissed? Yes.
- Oh yeah. - How many times have you been pissed the last few
months and held it back? - Probably 50% of the time. - Tonight you don't,
tonight you let it go. How many times have you been
pissed and held it back? - Anytime I've seen him
drinking in the bar. I've never liked it. - Hello! Come on! Hello, where's my (bleep) bartenders at? - We're bartending! - Hello, hello (bleep)! - Look at him screaming and yelling. - Yes, yeah, yeah, yeah buddy. You need to go over and just
kick that (bleep) table. Just (bleep) knock it down. - No!
- Kick that (bleep) table. - No, don't do that, no, no, no. - Don't bump that table, go over there. (crowd gasps) (glass breaks) - I mean, it's like one of those things. - Oh my god right now. (customer speaks indistinctly) - No, I was over here, bull (bleep). - I've definitely seen enough. - Okay, here's what we do, we go inside, we talk to him, and we
look at him and say, we own 60% of this
business, I want the keys. Hostile takeover?
- Let's do it. - A hostile takeover is
when the majority owners of the company take the
business away from the manager. Dave and Steve own 60% of this company. They're gonna walk in, and they are gonna relieve
Jerry of his management. - It was almost lighter than the fun bags. (dramatic music) (screams) Son of a bitch, damn! - The number one responsibility of a bar manager is to
keep your customers safe. You can't do that when you're drunk. All right, come on. Can you come talk to us for a minute? - What's going on? - Come on over here. Stand right there. - Hey, how you doing? - I've been better. You're a drunken fool with their money. - Can I sit down? - No, don't sit down, stand
up, it's good for you, if you can stand, can you stand? - Yeah, yeah.
- Yeah? - Yeah, I'm standing. - It's not funny. - You're an embarrassment to Dave. You're an embarrassment to me. You're embarrassment to the bar. You're making a fool of yourself, and you're disrespectful to your partners whose houses are on the line. (dramatic music) - We've talked about this many times, about you not drinking in the bar, not yelling across the bar. - We're having a great time. - This is not about a great time. This is about making money. - Come on now, it's like,
we're having a great time. Everybody's in here, we're
(bleep) having a great time. That's what we thought we were gonna have When we bought this (bleep) place. I hadn't been having a great time. I've been sitting out in that vehicle watching you make an ass out of yourself. That is not fun to me. - This is a hostile takeover,
we're taking control. You're not running things anymore. - Here's the law, they
own 60% of the business. You give them their keys
tonight, you walk out of here, come back tomorrow as
a reasonable partner. - What the (bleep) We're having
a great time, Jon, Steve. - His house is on the line,
this isn't about your good time! - This is bull (bleep). - You're the drunken fool. - I think it's time for you to go home. - It's over, you blew it. I'm gonna leave you guys. Do not leave until you get
the keys and the checkbook. Good night. Honestly, I didn't think Dave and Steve had it in 'em, but they did. They had the courage, they went in and they completed a hostile takeover. - This is (bleep) bull (bleep). - [Dave] No, it's the way it is. - No, it's (bleep) bull (bleep). Where the (bleep) have you guys been? I've been here (bleep)
busting my (bleep) balls. This is bull (bleep). - [Steve] Keys. - This is bull (bleep). - That's enough, get out now.
- You're done. - (bleep) bull (bleep). Who's here? Me, not you mother (bleep),
this is bull (bleep). (bleep) horse (bleep). I'm always here, every (bleep) day. - We know that. - Well then, bull (bleep). - Come on buddy. - You're my (bleep) brother.
- Come on. - Dammit it, that's (bleep). That's (bleep) bull (bleep). My (bleep) own brother, got (bleep). - Well, I'm surprised this
place hasn't cleared out. I'm embarrassed to be
associated with him right now. And how he reacted was abysmal. - That is just crazy. I'm gonna (bleep) come
back and rob the place, because those (bleep) don't
know how to lock it up. - [Missi] Come on Jerry, this way. Gotta take you home. - It's not fun, but it had to be done. - If I die tomorrow, you (bleep) ain't gonna have the account number. - [Missi] Quit being an ass. - Bull (bleep) I'm not being an ass! I'm telling the (bleep)truth. They don't even know
how to turn the TV off. I guarantee you, I'll come
in here tomorrow morning, And the (bleep) big
screen will still be on. - [Missi] Don't worry
about it right now, okay? I'll take care of it. - Yeah, whatever that (bleep)
light bulb costs 299 bucks. Make sure they turn the
(bleep) TV off, bull (bleep). (dramatic music) - We're about 10 miles from the strip. 27,000 cars a day go down this street. The problem is, almost all of 'em are driving by this
place and not seeing it. When you look at the
front of this building, it's not motivating me. When you walk by a bar and restaurant, there should be something
out there that says I'm gonna go in for a great burger. There needs to be that call
to action right out front. Does that make sense, Bill? - Yes, it does. - So I want you to see something. - There's my daughter, that's Kim. She does all the hiring and firing. - So she's responsible for the day-to-day? - Yes, she is. - [Jon] Who's that? - That's my grandson. - Justin.
- Yeah. - I just didn't realize I was working, so (bleep), it's awesome. - What do you think of that attitude? - That's Melody. - [Jon] So that's Justin's ex-girlfriend. - [Bill] Right, that's Jana. - So I know Jana also is an ex-girlfriend. - Yes.
I want you to watch this. - I have the hooked up with
staff that currently work here. - Out of 10 women, Justin's probably slept with eight out of 10 women. - Do you ever worry about a sexual harassment lawsuit or something? 'Cause this stuff happens, Bill. - It's a nightmare. - Sometimes these kids need
a swift kick in the butt. - [Bill] That's Lacey right there. - [Jon] Talk to me about
Lacey, what is her role? - She is the bar manager. - Does she have a passion
for the business, you think? - She means well, maybe she
hasn't had the right direction. - Does she respect your money? Or do you think she'd take it for granted? - I don't know. - To this family, this is a free ride. They're being disrespectful to their grandfather's investment. In addition, I have my
Bevintel reports that show me that there are thieves among us. And I'm gonna figure out
who the hell they are. So there are my spies. They're blue collar workers,
and they're hospitality people. They know the hospitality business. - A margarita on the rocks.
- Okay. And a bloody Mary.
- I'll take a bloody Mary. - Got it. Can you make him a margarita on the rocks? - Yeah. - They make you make all the fun drinks? - Well (bleep) this is the only one I really kinda know how to make. - What?
- Wow. - [Phil] She doesn't even know how to make the number one drink in America. - Here you go, man.
- Thanks bro. - Took 'em three minutes
to make a bloody Mary and a margarita, between two bartenders. - Is that what you envisioned when you wrote a check
for $4 million, Bill? So there's Ken, he's our lead cook? - Yeah, he's a good guy. - The BLT's not bad.
- Yeah. - The food isn't bad, but yet
your numbers keep going down. - Yeah. - [Woman] This tastes like club soda. (Justin laughs) - [Justin] This is (bleep) bull (bleep). Tastes like club soda,
now the beer is flat. (bleep) Pissing me off. - The only thing that
you're in business for when you're bartending is for your guest. How is he gonna make this
business work with that attitude? - Yeah. - Now, the problem is, Kim
sits there and watches it. She watches it and they
take advantage of her. - Makes me sick. - [Justin] I hate people. I mean honestly, I dread coming to work. I'm so happy when I leave. It's the happiest part
of my day is leaving. (Jana laughs) (dramatic music) - So he doesn't wanna be here,
doesn't wanna serve people. Doesn't wanna be nice to people. If I find, then, that Justin
is the obstacle to our success, are you prepared to have
the door hit him in the ass? - No question about it. - Before I get any angrier,
I'm gonna go to work. Bill really just wants
his family to succeed, but mom is not making it happen. And her children, they're
just protected by mommy. (dramatic music) - Hello. (dramatic music) - Justin, come on over. - When I saw my grandfather
and Jon walk in, I was like, oh (bleep) we're
all about to get yelled at. - You know why I'm here, right guys? I've been sitting with
your grandfather talking, and every month he writes
more checks, more checks. These checks are no longer
business checks to him anymore. They've become charity. And he said to me, if this place does not turn around, he's
closing it in three months. He's incredibly disappointed
with each one of you. (dramatic music) Now, I wanna show you a video. - [Justin] I hate people,
don't wanna serve people. Honestly, like I dread coming to work. I'm so happy when I leave. It's the happiest part
of my day, is leaving. (Jana laughs) - What's going on, man? - I have no comment. - It pisses me off,
because it's bull(bleep). I'm so tired for that (bleep). - Justin's a huge asset. He's got so much charisma. - I think your mother is wrong. You've been saying that
you don't wanna work here and you can't wait to get home. And it bothers me, I think it's terrible. Oh god, Justin, I don't think he's working as hard as he can. - A few days ago I had a company come in here called E-connect. It's a video system that
taps into the cash register. And it shows everything that
every person does in this room. And when I looked at the
tapes, I saw one of two things. I either saw them stealing. - You know what? - Or I saw such a lack
of accounting controls. - Ridiculous. - That it's disrespectful to you. - I don't steal, I don't, really? - I hope you're not
talking about me right now. - I'll talk about whoever
the hell I wanna talk about. And if you don't like it, just sit there and be quiet or leave. - Stupid. - I have never stolen anything. - Watch this, Justin. He goes up to the cash
register, rings up No Sale, puts money in a drawer, counts out change, takes change out, gives
it to the customers, and any money that they put in a drawer that they didn't ring
winds up in their pocket. That's the way bartenders steal. Now, this is the most blatant bartender theft I
have ever seen, your daughter. - You can talk and talk
and talk, I don't steal. - I got it on video. - Really? - Watch this, drawer opens, No Sale, money right in their
pocket, and walk away. Either you guys know
exactly what you're doing and you're stealing, or you're so ignorant that you have no systems
to protect his money. - That is bull(bleep). Stealing because I put
my tips in the drawer? - You rung No Sale, and then
at the end of the night, I have a video tape of him-
- I keep all of my money in the drawer.
- Over $300 and putting it in his pocket. Don't bull (bleep) me. (dramatic music) - I put all of my tips in the drawer. - We all put all of
our tips in the drawer. - I pushed No Sale. - I know you guys don't
steal, we don't steal. - I keep everything in my drawer. (dramatic music) - I've been doing this a long time. I have never seen tips kept in the cash drawer with the bar's money. So there's no accountability. They ring No Sale, they put tip money in, they take tip money out,
they put bar money in, they take bar money out,
they put the bar money on the tip table, the
tip goes in a buck... This is unbelievable. If you don't know what
the dollars should be, how the hell can you figure
out if they're there? (dramatic music) I had never seen a tip
cup in a cash register. And here's the reason why. Here's the way bartenders steal. Let's say I sell you $20 worth of drinks. You give me $20, I go to
the register, I hit No Sale, put the 20 in the drawer, the drawer now owes me $20, doesn't it? Now there's money in the
drawer that's unaccounted for. At the end of the night,
they take that money out and put it in their pocket. That's why a No Sale ring is a red flag. So in my business, there's three things
you're not allowed to do. Somebody asks for change
and you have to do a No Sale ring, then you do it. But in a normal bar, never do you see more than one or two No Sale rings at night. 'Cause there's no reason for it. Two, never is the drawer kept open. It has to be closed
between every transaction. So you gotta hit a number
to open it again, right? Three, there can never be a tip cup to cash register transaction. It's the ultimate single-most frequent way that bartenders steal. This family has no accounting systems. When I see what's going on
here with the co-mingling between tips and cash register funds, it's either theft or incredibly foolish. I don't think the family's stealing, which means it's foolish. You guys own this place. You're the examples in this place. There's no controls here. Now, that means there's a free for all for other people without
you guys knowing it. - I can't implement anything because they don't listen anyway, so. - Almost everybody who works here is connected to the family somehow. There's Pops, he's our manager. He's the only one in the whole family that actually has experience. There's Mike, he's the co-owner. - It's my turn? - Then there's Diane, she's Mike's sister, and she's a co-owner. - That's Connie, Robert's sister. She's a security guard. - That's the security? - That's who's gonna take care of the bar? (slurps drink) (chef laughs) - Place is a joke, guys. - [Zuzu] What can I get for you guys? - [Woman] Do you guys
have a cocktail menu? - [Zuzu] No, we don't. - And there's Zuzu, she's
actually the only non-Miller. And she's been there 14 years. - You want cherries in it? Since you're a guy, I ask. - Zuzu is actually really
engaging with her guests. - Yeah, she's a pretty good bartender. Meanwhile, in the kitchen,
look at this burger. He's putting a frozen patty on the grill. - That burger's not sizzling at all. - No, it's like it has no temperature. He doesn't know what he's doing. - [Chef] No, he doesn't. - Now, look at this guy. - What is he doing? - If he was in your Bar, Phil, wouldn't you be watching him like a hawk? - I'd have made sure my security was watching him like a hawk. - Yeah, Connie's gonna shut him down nicely, don't you think? (bar customers cheer) - What the? - [Chef] What is he doing? - [Jon] He pulled his pants down. - Bill, Bill, Bill what are you? - Where's Connie? She should throw him out. - You're disrespecting me! - He doesn't mess around, huh? - No. - He knows, it's offensive. - Get the (bleep) out of here. - Dad! - No. - Seriously.
- It's (bleep). - What are you talking about? Dad, they're just having fun. - This is unbelievable, man. That guy pulls his (bleep) out, and they're not doing anything about it. And Pops knows how to solve the problems. They won't let him. - It's your bar. - How you doing? You all right? - You know what? $20, body shot. - Uh-oh, body shot time? - [Bill] Now the money's on the
bar, let's (bleep) get busy. Let's have a good time! - There's Christine. So Christine is a bartender and a cousin. (bar guests cheer) If this is what you have to do in a bar to make money, then you have a lousy bar. It's offensive to other women
and people that come there. - [Diane] (Cheers) I think
a guy should do a body shot! (customers cheer) - This place is a free for all. (customers cheer) (bleep) (customers cheer) - Hey, get off the bar. - [Diane] Dad, dad, dad, dad, don't get mad at
them, it was my fault. I said, why do girls always
have to do the body shot? - Don't do it, I'll 86 the next- - [Diane] Okay, don't get mad at them. - You can see the father's frustration. - Oh yeah. - He wants to fix things
and make it better. The kids aren't doing it. It's like leading them to
water, but they won't drink. (customers cheer) - Christie, look at me, Christie, go home. If I have to say it again,
get the hell outta here! - There it is. In the middle of the
bar she's doing a shot. But he could have pulled her aside. - So Mike just sat there and watched that whole thing go down. He didn't even step up and do anything. - Diane, get her out of here. - [Woman] Pops, come on, really? - Guys, I gotta get in there before this family kills each other. - [Pops] I'm tired of
this (bleep), I'm done. - [Jon] This is out of control. - [Pops] I'm (bleep)done. - Pops.
- What the (bleep)? - I'm Jon Taffer. I've been watching this for the past hour. What the hell is going on in there? - You know, Jon, you got me. I don't want our bartenders
getting on the bar, taking off their shirt, you don't do that! - You're exactly right. - And I was just embarrassed
by my kids in there because I told 'em to get
Christine out of there. - And they didn't.
- And they didn't! - Let's go inside together, come on. (dramatic music) Let's get your kids
together, let's all talk. Where are they? - Mike, Diane! - And you need to get that
bitch out of here too. - Dad! - You say across the room, bitch. Is that the professional you wanna be? - It's not. - You got something to say-
- You're absolutely right. - Jon, don't yell at my dad. - I'm talking to your father, right? - Right.
- Doesn't matter, that's my dad!
- Diane. - Are we good? - You're absolutely right, and we're good. - We're fine, the problem
is the three of you. What's going on here, Mike? Say something. - Here's what happens, I fight with her because half the people
here don't belong here. She can't fire nobody. We've been telling her,
so-and-so needs to go. - Why can't she? - He told her 20 times- - No, they're trying to fire people that they haven't trained, or they haven't told 'em what the rule is. There rules are different
every other week. - How does it change every other week? - Cause it's-
- How does it change every other week, tell me! - It's like a soap opera. - I got one extreme, the
other extreme, I rather- - Who doesn't belong here? Say it. - Say it, Mike. (dramatic music) (bleep) - It's not fair for Mike
to single people out, dad. - Robert. - What the (bleep), really? - Robert!
- You need to go over there and sit down.
- Robert! - Fire my ass, I don't give
a, (bleep) all you (bleep). You guys go through (bleep).
- Robert, go to the back of the bar, Robert! - Stop it. - You know why you're failing? - Why? - Because of you. If she keeps making these
decisions, what happens, Mike? - We gotta get rid of
people, they have to go. - I don't kick people when they're down! I don't look at somebody
and go, you're (bleep) up, I'm gonna kick you, I don't do that. - But if I go to do it
you tell me I can't do it because so-and-so you
grew up with, this, that and the other, but that
doesn't help the business! My sister's relationship with
everybody here is so strong to where it's actually
detrimental to the business. She wants to give everybody a second, third, fourth, 10th chance. So nothing gets accomplished. You enable him to (bleep) up. - What the (bleep) do you do? - I might miss two or three things. You're not here to see that (bleep), I am. - You're not taking care
of it, that's your job. - Is he full of (bleep)? - He's full of (bleep) - I'm not saying Robert
is the best employee, but Robert's the employee that helps me. - But he's a Tailgate
employee, not a Diane employee. - [Diane] Yeah, but Mike- - We need Robert that picks up glasses. - [Diane] Mike, we can't afford a plumber, so we call Robert.
- Who cleans the kitchen. Robert is a problem, Diane! He doesn't follow through with nothing. You're hurting yourself and the family. You're tearing my heart out, man. (dramatic music) - Right now everybody's
pointing their fingers. The fact of the matter is the three of you aren't communicating. And the two of you have no spines. It's time to take accountability. Make some management moves
tonight, and talk together. Act like business owners! Come on. This family is screaming
and yelling at each other. I'm gonna leave them to talk tonight. They need to come up with
an understanding themselves, so I can get to work tomorrow. So tell me about your dad and your uncle. - They kinda bought the
bar and went in together. So has Randy always been the manager? - Yes, because my dad has a second job. - Gotcha, and how often
does your dad work? - [ Tyler] He bartends
on Friday and Saturday. - How do they get along? - They don't talk right now. - They don't talk at all? - At all, Randy blames the customers leaving because of my dad. It doesn't add up, my dad's here two days and he's here every day. - Interesting that you
should mention that. Do you know that 60% of
family businesses that fail do so because of family issues? It bleeds into every aspect of the family. So you took a little video for me. - Yeah, I did. - They bicker back and forth. I mean, they'll talk
(bleep) on each other. - You guys want your tab? - Guess there's no need to be working. - I was trying to get a
credit card paid, big time. I don't need him back here with me. - So are they more interested in getting each other than making money? - It seems as if they are. - [Man] You guys should get along. - I just ain't got time
for his phony ass (bleep). - That's what I'm saying,
you guys should get along. - [Randy] He's run off all the business, he thinks it's a big joke, he's worthless. - This bar is failing because the brothers have a lot of issues. - I'm through talking to him. I ain't talked to him in nine months. - Imagine that, you go to work with this animosity every day. - I know, it's awful. - Here's what I did for tonight's recon, I really wanted to get somebody
from the Independence area. So I got Rachel, and
let's see what we got. - How you doin?
- Fine, how are you? - Tim.
- Rachel. - Hi, Rachel, how you doing? - I'm good. - Here we are.
- Here we are. - She's already been
sitting there for a minute. - You come here a lot? - Not even acknowledging her at all. - [Randy] Why have you
become such a (bleep) lately? - Shut up, we don't need
to hear all that stuff. - [Randy] You're a piece of shit. - Okay.
- See how long it takes. - Okay, look at this. So they're too busy
fighting with each other to even notice the unserved customer - How long it takes to get a drink? - Erica.
- Erica, is that her name? Erica, can I get a drink?
- Sure, honey. - [Jon] Look at this, Rachel has to call Erica over just to get acknowledged. - Can I get a fruity drink? - [Expert] What's in that? - Vodka, red stuff, soda
water, and I think a lime. - That's scary, huh? - [Erica] Taste it, if it's not good, we'll start with something different. - She's not sure she
made it right herself. - It's kind of really, really sweet. - Is it too sweet? - Yeah.
- Okay. - I'll try a beer.
- All right. Here you go, honey. - Thank you. It's not cold. - Okay, she's got a warm beer. What do you think is wrong with the bar? - It's the fighting
between Rick and Randy. Even if they're not here together, it's just negative all around. It's a trickle-down theory. You sit in your car and you
think, here we go again, I don't wanna walk in there. - Wow, it's that bed? It brings a negative
vibe into the building. - Totally. - Walt, how long have you worked here? - 18 years. - You feel that vibe when you're working? - No doubt. There's some outerlying stuff going on between 'em that they need
to sit down and work out. - Morale is low, and
the staff is complacent and it's all because of the
riff between these brothers. Rick, Randy, I wanna
talk for a few minutes. (dramatic music) I wanna sit them down separately and see what this animosity is all about. Talk to me about the beginning. How did this all start? - Rick is just bitter, he's just grumpy. He's always been the angry one. He's been like this his whole life. - I'm not in a bad mood, I'm
tired of being jabbed at. Pretty soon, you gotta jab back. When people say I'm Rick the dick is because he's jabbing me
where I'm in the corner, and I gotta fight back. And then all of a sudden
I'm the ass (bleep). (dramatic music) I'm not an angry person,
I'm a hurt person. - Why, Rick? - Over the inheritance. - An inheritance, what do you mean? He inherited everything and
I got a Lincoln Town Car. (dramatic music) - My mom passed away three years ago. And then my stepdad had just passed away. And they left me with everything. I was my mom's favorite,
I'm gonna tell you. - My real dad raised him, and my stepdad and my mom raised me. My mom and Rick didn't get along. He never even had a
nice word to say to her. - So you got more of the inheritance? - That's the way they wrote it. - Does he feel he was ripped off? - I don't know how he feels. - See, I don't believe my
parents wanted it that way. He sat there yesterday and told
me my mother hated my guts. (dramatic music) And that she wanted
him to have everything. It broke my heart. - Rick's always been jealous of me, I don't care what he says. - I'm not jealous of him. - You know I gotta get you guys
back together again somehow. (dramatic music) How do we make this work? - That's gonna be a tough one. - You might be able to rescue a bar, but I'm not sure you can rescue that. (dramatic music) - Hey guys. - Morning.
- Hi Jon. - The one single thing
that I have to do now to rescue this bar is to
pull these brothers together. There has to be a
solution to the problems. - There's a lot of hard
things said though, Jon. - Is it time to say enough is enough? 60% of all family businesses
that fail break down because of family relationship issues. I don't want you to be that statistic. (dramatic music) I got a secret to tell you. You introduced me to Tyler last night. I've been working with
Tyler for two weeks. He's my mole. - I had no idea Tyler had
anything involved in this. Him and I are gonna have
a talk when we get home. - He reached out to me. He's told me everything
wrong with this place. Even shot videos for me. I want you to speak about
how much their negativism towards each other has
affected the family. - Everybody's sick of it. And we don't want to see you guys fight. I can't pick a side
'cause I love you both. Mimi and Papa would want us
together like we used to. Every holiday, that's how it was. They brought us together. They didn't want you guys
to fight over inheritance, fight over the bar, they
didn't want any of that. They want you guys to
love each other, period. (dramatic music) - He knows I love him. (dramatic music) I'm willing to not say any
more bad stuff about him. (dramatic music) - Are you ready to say that? (dramatic music) - Yes sir. - You have to come in here and never say a bad word about
your brother, and you do too. - Let's get this thing going. (upbeat music) - I'm in.
- Sorry, big brother. - This is amazing. I can't believe you did this. - I think we both done
a lot of soul searching. And I just think it's time
to put it all in the past. Let's move on and see what we can do. - The future is bright for our family. We're back together, and
we're gonna work as a team. - [Randy] I feel like a ton of bricks been lifted off my shoulders. (upbeat music) - Hi, this is John Taffer. Click here to subscribe to Paramount Network on
YouTube for more Bar Rescue.
