The moment Boston Market employee was FIRED after he ranted about hating customers to 'co-worker'. . . who turned out to be Under Cover Boss

  • Sara Bittorf, Chief Brand Officer at Boston Market, went on Undercover Boss at the behest of the company's CEO
  • She posed as a waitress competing on a nondescript reality show
  • He was fired for mouthing off about the restaurants' guests
  • 'Without the guests in there, we don't have a business and you don't have a paycheck,' Bittorf told the whiner

By Leslie Larson


A youthful looking employee named Ronnie, at the company's outpost in Duluth, Georgia, said he hated guests who came to the restaurant, calling them selfish and demanding.


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Outrageous: Sara Bittorf, Chief Brand Officer of Boston Market (left), went undercover on the show and was trained by Ronnie (right) who openly complained about the restaurant's customers

Sara Bittorf,
Undercover Boss

Incognito: Sara Bittorf is a high level executive at Boston Market. She posed as a waitress, Rachel Rand (right), to appear on the CBS reality show, Undercover Boss

Sara Bittorf, Chief Brand Officer at Boston Market, was sent on a reconnaissance mission by the company's CEO to appear on the CBS show and find out what was actually going on, in the episode that aired on February 1.

Ms Bittorf posed as a waitress, Rachel Rand, who joined the Boston Market staff - saying she was appearing on a reality show to win a chance to open her own diner.


But she had no idea what was in store for her when she showed up as a trainee at a Boston Market in Duluth, Georgia.

She underwent training and learned the tricks of the trade but was appalled when her shift supervisor, Ronnie, spent much of his time mouthing off about the people being served.

'I literally hate customers more than anything in the entire world. I hate them so much,' he told Bittorf, knowing full well his words were being captured on camera for the so-called reality show.

'They're terrible. It's all about them all the time and they demand everything,' he continued, adding his disdain at having to 'suffer through' the day serving customers.


Oops: Ronnie was surprised to learn the girl in the kitchen was actually a big shot at Boston Market


Defensive: Ronnie didn't see what the big deal was about his comments, saying 'It's not wrong of me to hate people'

The secret exec excused herself from the kitchen to catch her breath because she became so incensed by Ronnie's comments.

'My job's on the line. Here I am a representative of this brand and this is what happens. It can't happen on my watch,' she said as she tried to cool off in the parking lot.


After collecting her thoughts, Bittorf decided the truth must be told.

She revealed her true identity to Ronnie and scolded him for his behavior.

'Without the guests in there, we don't have a business and you don't have a paycheck,' she informed him, sending him home for the day as his future hung in the balance.

Ronnie was shocked to learn the kitchen help was actually a bigwig at the company but even so, he failed to show remorse at his prior comments.

'I would tell them my attitude would change but I didn't think it was that terrible,' he said, out of earshot of Bittorf after the big reveal.


Shocked: The undercover exec was appalled that a shift supervisor openly shared how much he hated customers

'It's not wrong of me to hate people,' he said.

'They don't know I'm saying it so it's not that big a deal but now this giant lady of Boston Market knows what's going on, that's just not fair,' he said before he got into his car and drove home for the day.

After Ronnie got a dressing down from Bittorf, she revealed her true identity to the branch manager and advised that Ronnie be fired. 

The manager agreed and Ronnie was shown the door, a first for the CBS program that has been on the air since February 2010. 

 VIDEO  You're fired! Boston Market employee sacked after rant about customers.


The comments below have not been moderated.

How many wanna bet this fool retaliates as a disgruntled employee and sprays the restaurant with bullets?

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I have worked in customer service and food service all my life and I challenge anyone to find a worker that does not have a moment like this, at some point. Behind closed doors, I say the same things. I hate selfish, demanding people and my theory is that everyone needs to treat everyone else with respect. I feel many customers look down on those whom they perceive as having menial jobs. It isn't fair that we get treated like dirt because you feel you're better than us. I understand that the customer is responsible for my paycheck, so when I'm in front of the customers, I'm smiling and polite and accommodating. What I say later, when there are no customers in earshot, is my business.

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Now the lawyers will find some way to sue the company because the problem is their fault. This worthless person will also now go on the dole and we will have to pay him.

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He just seemed like a nasty piece of work!! Firing him was a good thing. Maybe next time he'll know to keep his trap shut!! When you go into places like BM and fast-food places you can tell which employees hate their job. The scowling, unsmiling face gives it away every time!!

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Be careful of what you tell your coworkers. Duh!!

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Anyone who thinks they can privately hate someone without it showing is wrong. Believe me, a customer can tell when the server/waiter/clerk/attendant/employee has an attitude of entitlement and hates the customer. It's the "little things" that give them away--like the glare in the eye, the smile that never quite reaches their eyes, the hesitation before answering the customer, the look of victory when they announce that they "aren't allowed to do that" when asked for something simple (like putting the sauce on the side), the reluctant half smile when you say something pleasant. The reason these entitled employees should be fired immediately especially in the food business is because of those videos we've all seen--employees who hate their customers might also pee in the food, or worse. The service industry is hard work, and the worst part is putting up with the public. But good tips can make up for it. Bad attitude should get you fired though. Just one customer's opinion...

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I have supervised young people, some say really appalling things, you often find a good chat resolves things. They just do not understand, eg, why do we have to keep hotel rooms cleaner than homes? I actually had to explain what a commercial operation is. It just takes time sometimes... and yes they all come from different kinds of homes.

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The reason Ronnie hates others is because he he loathes himself. Hope he can get the help he needs. Hurt people hurt people. Wonder what his home life was like. Sad all the way around.

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He seems selfish and rude. He is, I BET, in his personal life the very CUSTOMER he is complaining about.

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Keep that man in a cave. He should not be around mankind at all. Let him Dance with the Wolves instead, he might be a much happier dude.

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