boards for sekac now sekac will leave it for kundratek. bouncing puck. radil couldn't get to it spinning with it for the united states is troy terry four minutes gone in overtime. tied at 2. the u.s. and the czech republic, the winner will advance to the medal round semifinal game on friday sanguinetti off the stick of gion gionta mozik tips it up the boards. repik. now mozik once again for kolar four on four hockey in overtime. repik, puck knocked away good defensive play by gunderson. gunderson up the middle for sanguinetti with gionta. gionta's shot is blocked here come the czechs birner with the puck, number 16. pass blocked by roe, delayed offside. gunderson has it for the united states garrett roe through the neutral zone leaving it for chris bourque. across the line. bourque carries it to the corner, defended by polasek. roe to bourque and it's kubalik back the other way for the czech republic pass for nakladal. now bourque on the puck once again for the united states. under five minutes remaining in overtime if we remain tied after the full ten minutes, we will then go to a shoot-out. here comes o'neill with speed. o'neill looks to cut wide on kundratek. kundratek lost his stick the defenseman kundratek without a stick. broc little over to play the puck little out in front and a save by francouz, kept alive by welch. his shot is blocked. kundratek still without a stick. moves the puck with his glove, upended by o'neill and the czechs come away with the puck little came over >> great back check by little. gutsy effort >> he kept nemec from shooting arcobello spinning back with under four to play in overtime tied at 2. both teams make changes. here comes ryan donato up the left side for mark arcobello arcobello slides it across and that shot misses the net, off the stick of sanguinetti face-off will come back out into the neutral zone with 3:45 remaining in overtime. >> that's an awfully good chance donato gets spilled going to the net. could have been interference you see him head up there, passes the puck wide arcobello, everybody backs off he elects to go to sanguinetti who can't finish the job >> the united states with gionta, terry, gunderson and sanguinetti on the ice four skaters aside kolar ejected from the circle. radil steps in and wins the draw nakladal with the puck for the czech republic the united states with two shots in overtime. the czech republic with one. here comes radil for polasek polasek across nakladal with a shot saved by zapolski. >> this is goaltending that's so hard to track on big ice. you're the last line of defense, you got to diagnosis everything so quickly you see how he's square, he's big, comes out and knows the lower part of the net is taken away by the shot blocker great job by ryan zapolski. >> nakladal can bring it too he wasn't able to get a full head of steam on it but he's dropped some bombs on zapolski today. >> 3:26 in overtime. >> they've made an adjustment to bring somebody up to the hash mark, having learned their lesson. >> roe and cervenka. roe will be replaced by o'neill. o'neill wins the face-off. back to blum and to billins. big face-off win by the united states here comes chad billins. pass up the left side. garrett roe followed up by birn birner back the other way pass off the stick of cervenka chipped out by blum. polasek slides it across to nakladal three minutes remaining in overtime kenny albert, mike milbury, pierre mcguire inside the glass. tied at 2. roe controls he heads off to the bench after setting it back to blum. now it is troy terry terry and butler, the u.s. forwards here comes terry moving to his right. kolar behind the net to mozik. 2:30 to play here in pyeongchang in overtime. kolar comes out of his own zone. both czech goals scored by defensemen in this game. brian gionta comes back out for the united states with ryan donato repik down the right side, great defensive play by donato tries to get it through to gionta nemec back on it for the czech republic gunderson has it now for the u.s. >> good play composure play by ryan gunderson. a little shimmy shake down there in the corner gives himself a little room. >> here comes ryan donato. donato has his shot blocked. he has five goals in the tournament which leads all players, including the first u.s. goal today. 1:25 remaining in this ten-minute sudden death overtime blum across. arcobello with o'neill arcobello into the corner for o'neill. o'neill defended by polasek. dropping it off for arcobello. in front, could not connect with o'neill. now blum drops it off. kept in the zone by o'neill, forced out by ruzicka. they battle along the boards and it is cervenka final minute of overtime >> good job by blum on cervenka. >> here comes arcobello with billins. arcobello with a shot. that was blocked by mozik. garrett roe in to play the puck for the united states. sanguinetti with a pass. behind the goaltender and francouz covers. >> if he's overactive in that goal, he's going to put that in on his own >> great play by garrett roe here pulls up short, spots sanguinetti coming in from the point, drills it francouz gets a big piece of it and it just drops behind him. >> imagine if he starts shaking his legs there, see how composed his legs are if he doesn't know where the puck is, he could put it in himself. >> now roe with terry, gunderson and sanguinetti. 35 seconds remaining in overtime terry with the puck tries to drag it out in front garrett roe for the united states puck comes out of the zone with 25 seconds remaining roe circles it back. down to 15 seconds here gunderson back to roe. ten seconds remaining. roe drops it off for gunderson his shot misses the net high puck comes to gilroy back around behind the net and we are headed for a shoot-out in pyeongchang. the united states had a power play early in overtime, could not connect. then bobby sanguinetti came close just a moment ago. the shots through 70 minutes, 28 for the czech republic, 20 for the united states. last time the u.s. men's team took part in a shoot-out, sochi, kob kobulchuk two for four what a memorable night that was. >> memorable, only one problem he's not here this afternoon >> it will be interesting to see who tony gran atato goes to. you know he's going to go to donato >> pierre, you know we'll see troy terry. >> for sure. what he did was magical at the world junior two years ago with the united states winning gold in montreal. this is the semifinal against the russians he does his best imitation of t.j. oshie here he is for a third time at the back of the net, slick as you can be >> terry, three shoot-out goals against russia at the 2017 world juniors. also won a national title at the university of denver the u.s. won the toss so it is their choice as to whether or not they will shoot first. >> it's a time for speed, a time for patience you can't waste the opportunity. martin erat will be amongst the shooters here. jordan greenway doesn't seem to be too fazed by it. >> i think cervenka will be one of the shooters for the czech republic. >> each team will shoot five times. if we're still tied after five, it goes round by round after that fifth shot, then you can start using the same player, a la t.j. oshie. the winner moves on to the medal round. 2-2 through regulation and a ten-minute overtime. five shots apiece with different shooters if we're still tied, we will then go round by round and the same player can continue to shoot after the first five shots by his team. what's going on at the benches, pierre >> quiet beyond belief on both benches. there's more conversation coach to coach it's really quiet down here. >> the two loneliest guys on the ice right now are the goaltenders. they don't get any break five shots, just themselves between victory and defeat zapolski has had a good afternoon. >> we are told t.j. oshie has just tweeted, terry, terry, terry with three exclamation points >> what t.j. oshie did, it was magical that night in sochi. >> ruzicka a late addition to the squad. he's shown great talent although he hasn't been very productive. >> here comes ruzicka moving in on zapolski. he makes the save. >> he made that look easy, mike, talking about zapolski you saw him late in the game being square and composed. he's square and composed, doesn't drop quickly. >> trying to pick a spot, ruzicka. there was no faking, no deception at all. >> chris bourque, first united states shooter francouz comes way out he's stopped >> a lot of diving there bourque deliberate on entry, goes to the backhand, can't quite get it over the pad of francouz makes a huge stop. koukal, second shooter for the czech republic moving in, he scores >> got him to go down, separate the pads and slipped it underneath right there great job by koukal. >> ryan donato, second united states shooter francouz comes way out it's off the side of the cage. >> comes in with a little bit of speed and gets more deliberate with the puck, tries to get francouz to bite but can't put it past the outstretched leg. >> both skaters for the u.s. deliberate with their approach >> this is kovar, he is stopped by zapolski. >> the five hole was there he gave it to him and then took it away. >> repik >> mark arcobello. arcobello is stopped stick save by francouz >> well, a little bit of a dip by arcobello but nothing major not a great shot selection everybody has been trying to go down low >> this is kubalik for the czech republic he is stopped by zapolski. >> zapolski is giving his team a chance to hang in there. >> just a quick release, trying to pick a spot zapolski is there to make it. >> here comes troy terry u.s. 0 for 3 terry cannot score >> tries to go to the backhand one deak, two deaks, got to get it up if you're going that way terry can't do it. this is for the win. >> kundratek who had a goal in the game stopped by zapolski. now the united states must score to keep this game alive. >> kundratek comes in with a head shake, zapolski is right on it this is it. >> bobby butler must score to keep this game alive for the u.s. and he does not. the czech republic wins. they will advance to the medal round. ryan zapolski allowed only one in the shoot-out but the united states unable to beat pavel francouz the czech republic moves on. >> butler with the approach, tries to go to the stick side and francouz who's been good throughout this tournament, denies him gives his team a step forward to the semifinal game the u.s. played okay they just didn't seem to have the jump they've had in previous games. they did have that great chance by o'neill in overtime sanguinetti also had a chance. it's the czechs that go home happy. >> francouz goes five for five in the shoot-out the czechs have now won all four of their games here in pyeongchang. the united states won two, both over slovakia. but they will not move on to the medal round. the czechs salute the crowd. the u.s. does the same czechs finished sixth in sochi, the last gold medal in '98 in no nogano there's the star of the u.s. team how many terrific moments did ryan donato provide over the last 8 days. >> sure did. terrific to watch. troy terry also. moments from jordan greenway just not enough to get the job done today >> here's that final attempt by butler czech republic wins it in a shoot-out. for mike milbury and pierre mcguire, this is kenny albert. coming up, kathryn, j.r. and jonesie. a premium juice company. a coconut water company. we've got drinks for long days. for birthdays. for turning over new leaves. and we make them for every moment in every corner of the country. we are the coca-cola company, and we're proud to offer so much more. 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(complete chaos) (screaming for help) trident bursting with more flavor. much better idea hello. - hi. how's it going? - alright, how ya doing? - welcome! so, this is the all-new chevy traverse. what do ya think? this looks better than 99% of the suvs out there. it's very modern... sleek. maybe the most impressive part of the all-new traverse... is what's on the inside. surprise! what are you doing here? i've missed you guys. i haven't seen you guys in so long! what's happening? we flew her out. it's a family car, we had to put your family in it! yeah, it gets 7 thumbs up! the czech republic celebrating on a hard-fought game with the united states in a shoot-out. pavel francouz, the hero in this one for the czech republic as they will move on to the medal round. they are the first team to advance to semifinals and await the winner of norway and the olympic athletes from russia later today. let's send you back downstairs pierre mcguire with brian gionta. >> i know you're disappointed. can you take us through what transpired at the tail end of that game. >> i thought for the better part of the second period, 12 minutes or so, they had us back on our heels. i thought we did a good job the last 8 minutes of getting pressure obviously that short-handed goal helped obviously we had some chances but for the most part it was a back and forth game. >> when you had the power play opportunities and clearly the game was on the line, it seemed as if the team was lacking confidence is that fair to say? >> yeah. we cooperauldn't put it together we couldn't settle it down in that key moment. you have a power play late in the game a minute and a half left in the game and carries over in overtime even in the four on three we didn't get the looks we wanted we bobbled it and for sure that's a missed opportunity. >> i know it's probably easier said than done but there's probably so many positive things that you can take as a captain off of this team what are some of them? >> we had a good group of guys we worked hard we gave everything we had. unfortunately came up short. >> thanks for your time. >> thank you >> welcome in. the usa had that power play in the overtime and we heard brian talk about no shots on the man advantage. let's show you what happened from start to finish in this game what a game it was started in the first period with the usa getting on the board first. ryan donato who's been outstanding for this tournament gets his fifth goal of the olympics on a beautiful pass from troy terry. >> no surprise those guys involved early it's been the story of the tournament donato taking a hit to make a play, scoring the opening goal donato's father and family cheering him on. >> the czech republic would respond before the period ended on kolar's first of the tournament. >> miscommunication on the face-off mccarthy gets knocked out. it goes in the back of the net for a 1-1 tie. >> second period, the czechs pressuring kundratek gets the goal. >> both of their goals come off the sticks of defensemen. >> penalty for the usa on arcobello for tripping jim slater evens up the score. >> perfect shot, nice save watch this pass by o'neill perfect. under the stick. mark arcobello is happy in the box celebrating. >> o'neill had a heck of a game. he wrings it off the crossbar. >> great shot. noticeable throughout the tournament just missed there. >> under a minute in overtime. bobby sanguinetti with a scoring chance. >> puck landing behind francouz. we go into a shoot-out. >> in the shoot-out, the only player for the czech republic to beat koukal. the czech republic advances to the medal round of the 3-2 final in the shoot-out koukal with the game-winning goal their goaltender, peter francouz, how are teams going to get to him >> he's been unflappable, calm, come up with huge saves in key situations including shootouts this one no more pressure than an elimination game. he did his job his rebound control was outstanding. i didn't think the usa team tested him enough until the third period he put on a clinic. >> this is where he's really good these penalty shots right here, francouz had the net covered not much to look at. very intimidating. he was fantastic this team has not lost and a lot of it is because of their goaltender. >> disappointment for team usa let's go back to pierre mcguire with ryan donato. >> a spectacular tournament for you personally you got to be feeling the pain right now. why did it go so wrong on the power play late in the game? >> it's tough. we got to perform when we get our chances. it's not easy in high tension situations and i think there's plenty of times where there's differences in the game where you got to capitalize and we did for some of them to win the tournament you got to capitalize on most of them. >> how did you get back on the rails? >> the veteran presence said hey, you got to pick it up the p.k. goal was huge i think we were down and quiet on the bench and that woke us up >> what does this mean to your career going forward >> it's an unbelievable experience i'm truly blessed to have this opportunity and be here and play with such great guys and veterans i'll look back at it as a positive experience and hopefully it benefits my game in the future. >> thanks. >> he'll look back at it as a great experience and look forward to what could be the national hockey league he's a boston bruins draft pick. a lot of questions surrounding donato and where he's going to go talk about his play in this tournament. >> he stood out more than any other player troy terry right there with him. the two of them, especially donato, brought on a lot of attention before this tournament was said and done. the czechs came out trying to knock him off his game even in this afternoon's game he came up with key plays, putting troy terry in position to make plays. when he didn't have the puck on his stick, donato did a great job of making sure he was a shot first player. >> incredibly high iq and what a great shot he has. you can do everything on the ice. they're lucky to have him. between him and troy terry, by far the two best players for team usa they did exactly what they needed to do just wasn't enough at the end. both these guys, troy terry going to anaheim at some point he's going to have a great career. >> let's go downstairs pierre mcguire with troy terry. >> let's talk about the shoot-out. you guys went 0 for 5. what was francouz doing that made it so difficult for you guys >> he came out far and challenged and was quick for me he was -- it creates a different challenge when he's opposite handed. he catches with his other hand it messes us up a little bit i thought i made a good move but he made a great save. >> i asked ryan donato you had a spectacular tournament what does this do going forward? >> gave me a lot of confidence knowing that i can play at this level. i'm going to keep that going going back to my denver season, just keep that going it definitely helped me a lot in the future knowing that i've got some work physically to get bigger but i can play at this level. >> it was a blast watching you keep up the good work. >> thanks. >> i thought that was a great point what troy said it's so hard for a goal scorer when you're used to a goaltender catching with one side to have to go against a goaltender who catches with his right usually he goes five hole but that's taken away because of the way that he uses his glove and his stick. troy wasn't able to get it to the top. went to the backhand and that's a perfect move but he wanted to go five hole. >> he had the right idea, no question about that. there's only two right-handed catching goaltenders in the national hockey league there's a lot in this tournament it's a look that a lot of players aren't used to terry is not looking at those national hockey league guys but at least he has the creativity to try to come up with something. a couple of the shooters made it easy on francouz. >> let's look again where things stand in the quarterfinals the czech republic has moved on while the other three matchups will be decided later today. they'll await the winner of the athletes from russia and norway. lots to look forward to still in this tournament but team usa is eliminated we are out of time our coverage from gangneung hockey center resumes at 2:30 a.m. eastern, 11:30 pacific with norway taking on russia. for everyone working hard behind the scenes and our entire crew, i'm kathryn tappen "the prophet" is next on cnbc. lemonis: tonight on "the profit"... this place is awesome. two business partners revive a beloved family restaurant chain... woman: i was so excited to see that it was back. lemonis: ...only to run it right back into the ground. mike: we've gone through hell together. lemonis: the c.e.o. is incapable of doing his job. why are you blaming everybody else? mike: i'm not blaming everybody. lemonis: what about you? the head of marketing isn't allowed to do hers. shauna: i feel like i try to take on things, and you try to take them back. -sandy: it's not that simple. -shauna: well, it is. lemonis: as the dysfunction gets worse and worse... mike: paul was handling the numbers. i trusted, but i didn't verify. lemonis: ...the day of reckoning gets closer and closer. $1,900,000 is the total debt, and you have no cash. it's like a train wreck. if i can't restore some leadership in this legendary brand... mike: you've really got the wrong picture of this whole thing. lemonis: no, no, no. i got the very clear picture. ...it's going to melt down this time for good. get this right, or it's gonna die. my name is marcus lemonis, and i risk my own money to save struggling businesses. we're not gonna wake up every morning wondering if we have a job. we're gonna wake up every morning wondering how many jobs we have to do. it's not always pretty. everything's gonna change. everything. but i do it to save jobs, and i do it to make money. this... let's go to work. ...is "the profit." ♪ together: ♪ we, for farrell's, give you a cheer ♪ ♪ we'd like to wish you a happy birthday ♪ lemonis: in 2009, mike fleming and paul kramer brought back farrell's ice cream parlour... shauna: hi! welcome to farrell's. how are you doing today? lemonis: ...an iconic family-restaurant brand known for its americana theme, its mini candy stores, and, of course, its oversized sundaes. -man: huge. -man #2: hoo! lemonis: founded by bob farrell in 1963, the company, at one point, had as many as 130 locations. in the '80s, bob retired, and the chain was sold to a group of investors. but they mismanaged the stores, lost the magic, and soon after, every last one of them was gone. eager to open up a family-oriented business, mike enlisted paul to help him restore farrell's to its glory days. they even put a new spin on the restaurant's famous birthday song. together: clap your hands! clap, clap your hands! clap! lemonis: but they moved way too fast, opening up seven restaurants in just a few short years, some of them never generating a profit. and thanks to high rent, more than a million dollars of debt, and a slew of operational blunders, one location is already gone, with the rest in deep trouble. mike: where are we gonna get that extra money? there's no money in here. lemonis: if i can't help them stabilize their stores, this great comeback story will come to an end any day now. shauna: i mean, we need help. there's no doubt. ♪ lemonis: i'm meeting the owners at the buena park restaurant, which apparently is one of their better locations. i've got to say i'm excited to get started. any time you can bring people together, families together, and have fun, that's a business worth investing in. -woman: good morning. -lemonis: hi. this place is awesome. this is really cool. mike: marcus. mike fleming. -lemonis: nice to meet you. -mike: oh, my gosh. and welcome to farrell's ice cream parlour. are you celebrating anything today? lemonis: i'm celebrating life. [ siren wails, bell dings ] [ horns honking ] woman: whoo! together: it goes 1, 2, a 1, 2, 3. happy birthday! -woman: happy birthday. -lemonis: wow. out of nowhere, this big drum comes, and people are screaming, "happy birthday!" -i mean, it was crazy. -woman: happy birthday! lemonis: how does everybody feel about the awesome birthday songs? woman: it was just too loud. we couldn't have a conversation. -lemonis: too much? -woman: yeah. lemonis: i'm all for having fun and singing happy birthday and celebrating things, but there's a point where it's not an enjoyable dining experience anymore. man: well, this would be our menu. lemonis: okay. mike: the theme is a turn-of-the-century theme. lemonis: how many different items are on this menu? -mike: there's over 100. -lemonis: there's a lot on here. so, you've had a ton of restaurant experience? mike: i had very little restaurant experience. lemonis: why did you start this business? mike: it's hard to describe. farrell's is a place where lifetime memories are made. lifetime. it's all about family. i've got my daughter working for me. lemonis: okay. i'd love to meet her. mike: let me see. shauna. want you to meet marcus lemonis. lemonis: hi. how are you? i'm marcus. shauna: i'm shauna. nice to meet you. lemonis: nice to meet you. father daughter working together? shauna: yeah, yeah. it's fun. lemonis: and have you been in the business a while? shauna: i have. i started right out of college. so, i'm the director of marketing now. lemonis: you're the person that gets everybody in the front door. shauna: yes, that's my goal. lemonis: what's it like working with your dad? shauna: i love working with him. i mean, my dad has always said that he started all of his businesses because he wanted to be able to pass something down to his kids, and, of course, i want to make him proud. mike: she's a huge inspiration for me and a motivation for me. lemonis: you can feel the affection between you guys. -shauna: yeah. -mike: oh, yeah. i'd like to have you meet my business partner, paul kramer. lemonis: okay. mike: want you to meet marcus lemonis. lemonis: how are you? i'm marcus. nice to meet you. paul: thank you for joining us here. lemonis: absolutely. how do you share roles and responsibilities? paul: operations for me. i have restaurant background. lemonis: what are the numbers here? paul: we're doing $4 million. -i can go back and -- -mike: no, we weren't that high. -paul: don't think so? -mike: nope. paul: we did, yeah. lemonis: so the numbers aren't crystal clear? -paul: yes. -mike: yeah. lemonis: i don't know what just happened. paul answers my question, and then mike says he's wrong. and quite frankly, they both look totally lost. -how many stores exist today? -mike: there's five stores. bob farrell started the company back in 1963. when we started the company, he came up to the opening. he goes, "guys, you did it. -this is farrell's." -lemonis: oh, that's awesome. paul: my uncle would take me to farrell's growing up. and farrell's is part of families. it was part of mine, and it's part of millions as they grow up. lemonis: lot of childhood memories. mike: when we closed mission viejo earlier this year, it was one of the worst days of my life. bob had passed away at the time. [ voice breaking ] he was... he would not have been happy. 'cause he never -- bob never had a store close. lemonis: so, what happened in mission viejo? mike: a bunch of things happened. first of all, our rent was high. then there was another very popular restaurant across from us. ultimately, we weren't able to pay rent. the other problem we had, we had operational issues. we were running high in food. lemonis: whose responsibility is that? mike: paul has handled all of that. paul: [ chuckling ] yeah. lemonis: okay. normally when you meet somebody that has business partners, they don't start ratting people out this quickly. i thought it was a little peculiar that, right out of the rip, he tells me, "well, we had this one location, and it didn't do well. oh, by the way, it was that guy's fault." and mike's supposed to be the c.e.o. what kind of c.e.o. does that to his people? paul: so, you've seen our fountain? lemonis: i have not. this is really what you guys are known for, right? -these giant ice-cream sundaes? -paul: it is. lemonis: so, who came up with the recipes for the ice cream? mike: well, bob farrell actually gave us recipes, but we don't make our own ice cream on premises. we have a third party. that is thrifty. lemonis: and so you give them your recipes, and they make them? mike: no. we use their particular brand. we didn't have the money to be able to do the bob farrell recipes. lemonis: you got to be kidding me. this isn't just some ordinary ice-cream parlor. this is an iconic brand that's been around since 1963, and they're using an ice cream that i could buy at a local drugstore? if you're known for ice cream, you should at least have something that's special, and special to only you. so, can you give me a little tour of the candy store? shauna: sure. -sandy, this is marcus. -sandy: hi. lemonis: hi, sandy. i'm marcus. sandy: it's a pleasure to meet you. shauna: sandy's in charge of all of our candy and merchandise. lemonis: and so your full-time job is the candy store? sandy: no. h.r., payroll duties. this is last on my list. -lemonis: yeah. -sandy: yeah. lemonis: i've never seen a candy store or any retail business that has its h.r. director running the merchandise. i guess i shouldn't be that surprised. if they don't see the importance of having their ice cream be special, why would the candy be any different? it's a nice attempt at a theme, but i'm not really sure that the theme's clear to me. when you walk in the front door, it looks like they went to the local convenience store and just said, "give me some lollipops and some sweet tarts." it's not nostalgic. there's nothing really curated. and what's this -- all this bacon? why do you have bacon cotton candy? sandy: people like bacon right now. same thing with the bacon soda. lemonis: i mean, i know the craze with bacon, but how does it connect to farrell's? shauna: it doesn't. there is no bacon connection. -lemonis: yeah. -shauna: and i think that there are a lot of things that could probably go away. sandy: well, i love the product. shauna: the barrels used to be filled with old-time candy, and that's what people really remembered. -lemonis: penny candy. -shauna: yes, yes. the create-your-own in this day and age is huge. so i would definitely put the barrels back. lemonis: that's clever. i like that idea. the candy store, that's marketing to me, because it's the first thing you see when you come into the store. you want people to be wowed by this. you want it to be special, something memorable, not to mention that candy, typically, has amazing margins. so, do you know how much the store did in total sales last month? sandy: $2,000 in candy and about $4,000 in merchandise. -something like that. -lemonis: so $6,000 total? candy sales seem terrible for what it should be. and there's a history of farrell's being in the candy business. wasn't an accident that bob farrell was successful. -nice meeting you, by the way. -sandy: it was nice to meet you. lemonis: and these people screwed it up. have you ever asked sandy, like, why this isn't right? shauna: no, i haven't asked her. the frustrating part is, i feel like my a lot of either ideas or thoughts are kind of squelched. lemonis: even though you're the marketing person? shauna: yes. so, sometimes i feel like i'm still viewed as the boss' daughter. lemonis: it's common for the employees to be skeptical of the boss' son or daughter, because they believe that they're gonna get preferential treatment. but the only person that i've noticed that has any attention to detail is shauna. buena park has a ton of problems, and it's supposed to be one of their better locations, so i've asked mike to actually show me what he considers his worst location, and i'm a heck of a lot less excited now. i'm marcus. how are you? travis: good. pleasure to meet you. lemonis: nice to meet you. you're the manager here? travis: this is one of my stores. so, i'm the regional director for the company. lemonis: how much revenue do you do? travis: well, last year, this location did $2.4 million -and lost $92,000. -lemonis: why is that? travis: the floor plan's not ideal, and, uh... in a little bit of a rougher area. a lot of it had to do with the management that we had in prior to me taking over this location. lemonis: and how long have you been here? travis: about three months. lemonis: take me back to the kitchen. -travis: yeah, absolutely. -lemonis: let's walk back there. travis: we need to replace a lot of equipment. we have a meat drawer underneath our charbroiler. that's gone out. every month, we have somebody come out that's repairing it. our reach-in coolers, i can repair this piece of equipment, or i can purchase plates and silverware. i was in a truly amazing job. i worked for hilton. and farrell's came back. got the job, cost me about half of my salary. lemonis: you took a pay cut? -travis: yeah. -lemonis: big pay cut. travis: big pay cut. lemonis: travis really believes in what farrell's is doing, and he's got a good grasp on what's wrong and what needs to be fixed. i really was impressed with him. let's go see what this food looks like. ♪ if you look at the presentation... travis: it's boring. lemonis: i mean, this plate is too small for this setup. travis: to me, we're just not competitive. -it's loud. -lemonis: too loud. [ siren wails ] travis: and, you know, it's -- it's hard to compete. lemonis: it's cute once, and it's happening -every five minutes. -travis: yeah. lemonis: do people complain about it? travis: they just don't come back. lemonis: somebody needs to tell these team members that are singing that it's not a tryout for a musical. if i make a deal here, the volume of the music's going down. you know what i thought we could do -- if all of us, including paul and sandy, -can go in the other room... -mike: sure. lemonis: ...and just go over financials. -mike: absolutely. -woman: e.j., party of three! e.j.! lemonis: let's look at the revenue. paul: let's go to the sales tab. lemonis: $17 million of sales across the company. mike: right. lemonis: buena park -- $359,000 in profit. brea made $200,000. riverside made $70,000. rancho cucamonga lost $92,000. sacramento lost $300,000. five locations of which three of them make money. where is the cash to fund the loss coming from? -shauna: buena park. -lemonis: where else? -paul: brea. -shauna: riverside. lemonis: every location that makes money. mike: yeah. we're trying to keep it afloat. paul: yeah. lemonis: i want to summarize the debt, as i understand it. it's made up of bank loans, legal bills, the build-out loan for this place, taxes, and payables. you said that you -- man: ah, farrell's crowd, look this way! 'cause i got something very important to say! lemonis: so, the total amount of debt... [ drums beating ] you want to hear something funny? that's the reason people don't come back here. shauna: i know it is. lemonis: it's actually annoying. it can be done in a more elegant way. i don't want to come here and enjoy a meal if it's not my birthday, 'cause i don't want to listen to that nine times. $1,940,000 is the total debt for this entire company, and you have no cash. i mean, it's just -- it's like a train wreck. paul: yeah. lemonis: out of their five locations, three are making money, generating profits of just over $600,000 last year. but when you look at the two remaining locations, their losses take that profit down to just about $250,000. and then you factor in servicing debt of almost $2 million, it's obvious to me why this thing is in the red. they can't make improvements, they can't make repairs, and their tabs with their food vendors are piling high. as far as i'm concerned, you might as well just turn the lights out after you do that math. shauna: i think we grew way too fast. by the time we realized where we were at, it was too late. paul: it's been stressful the last eight months. it's -- it's been -- it's been rough. lemonis: we need to get this right, or it's gonna die tomorrow. so what i want to do is take these numbers and think about them, okay? -i'll see you guys soon. -paul: okay. ♪ lemonis: what mike and paul have built really wasn't the farrell's of yesteryear. they've come up with some poor imitation of it. the customer experience, the ice cream, the candy store -- those are just not here. i believe in the original concept, but i don't know if i believe in them. the scary thing for me as i sit here right now is, i don't really know what i'm walking into. what i see is a kitchen that's got kitchen equipment that's missing. i feel like i'm being asked to partner with people that don't know their numbers. it scares me. i mean, i hope you can appreciate that. how much ice cream do you buy a year? -mike: are you gonna add it up? -paul: yeah. mike: okay. 'cause i got the sheet. lemonis: the place is called farrell's ice cream parlour. you should probably know how much ice cream you sell. mike: paul was handling the number stuff. "trust, but verify" is what ronald reagan said. i trusted, but i didn't verify, and it's pulling this damn company down. lemonis: in order to be a leader, you don't blame people. you solve problems. take some ownership of your issues. when i think about making an investment, i think about investing in hard assets. -mike: mm-hmm. -lemonis: in this case, there's no cash flow, there's no real assets, and so the only thing that's really left is, "what is the farrell's brand worth?" mike: okay. lemonis: so i have interest in investing in two things -- the trademark and the locations themselves so i can invest in the people. and if i make an investment in these locations, there is no money going sideways. they stand on their own, and they either make it, or they don't. so, my offer is $750,000. but i want 51%. if your business is in trouble and you need my help, log on to... i put everything into my business. and i had all these points from my chase ink card. so i bought ingredients, utensils, even made custom doughnut cutters. wow! all with points. that's how i created the ripple. the doughnut, in a doughnut, in a doughnut. suddenly, it's everywhere. i mean, it really took off. what will you create with your points? chase for business. make more of what's yours. oh, that's lovely...so graceful. the corkscrew spin, flawless... ...his signature move, the flying dutchman. poetry in motion. and there it is, the "baby bird". breathtaking. a sumo wrestler figure skating? surprising. what's not surprising? how much money heather saved by switching to geico. fifteen minutes could save you fifteen percent or more. with its high-tech the cameras and radar, contemporary cockpit, 360 degree network of driver-assist technologies, and sporty performance, what's most impressive about the glc? all depends on your point of view. lease the glc300 for just $449 a month at your local mercedes-benz dealer. mercedes-benz. the best or nothing. lemonis: my offer is $750,000. but i want 51%. that money would go into the stores to bring the payables current, to get the equipment fixed. the most profitable location is buena park. so buena park is gonna be a prototypical concept that we're gonna come up with a model. we're gonna set a standard for the store. we're gonna set a standard for the ice cream. we're gonna set a standard for the menu. mike: golly. lemonis: so, do we have a deal? mike: yeah. -we have a deal. -lemonis: great. mike: we have a deal, marcus. wow. lemonis: i'll see you guys tomorrow. -mike: thank you so much. -lemonis: yep. ♪ we're gonna head outside, okay? all the store managers and the people from the office. i wanted to meet with all the employees at another location so more people can hear about the deal that i made and find out what the direction of the company going forward is. so, yesterday, paul and mike and i made a deal for me to invest $750,000 into farrell's. going forward, these locations either win on their own or they die on their own. we're gonna dig in to the presentation, to pay the payables, to make sure that the equipment you have in your store actually functions. travis: we appreciate you having the belief in us. kim: if it wasn't for you doing this, none of us would be here in six months. lemonis: i got your back. okay? -everybody excited? -together: yes! lemonis: let's go inside and get to work. -paul: all right. -lemonis: all right, 1, 2, 3. -together: farrell's! -lemonis: all right. ♪ [ screaming ] [ growls ] -hi, guys. -travis: hi. -lemonis: how are you? -sandy: hi. lemonis: what's happening? travis: good, marcus. nice seeing you. lemonis: for me, farrell's needs to be more than just a restaurant. it needs to be an overall experience, and in order for them to learn that and see that, i'm gonna take them to universal studios hollywood, a place that really understands the guest experience. we're gonna head down to one of the coolest places here -- -mel's diner. -travis: awesome. lemonis: how are you? -i'm marcus. -eric: chef eric. i oversee the entire food operation. -lemonis: for the whole park? -eric: for the entire park. lemonis: so, one of the reasons that i wanted to bring this team here is, i've invested in a company called farrell's. eric: as a kid, i remember going there for ice cream and burgers and fries, and i remember it well. lemonis: at a sit-down place like farrell's, how many menu items would you recommend, max? eric: i would have no more than 20. you know, it's great to have 50 items, but is it better to have 20 that you do flawlessly? lemonis: part of the reason we're here today is presentation. would you be able to maybe give us some inspiration? eric: for sure. all right, guys. this is one of our signature items that we often have for our guests. and the key to this whole thing is the plate. the thing with a rim, it gives you a border, gives you, like, a target to aim for. travis: absolutely. our portions take up the whole plate, as you saw -- overlap most of our plates. eric: and i say, if we make the portions too big, people can only consume so much. lemonis: thank you very much, chef. -paul: thank you, chef. -travis: we learned a lot. lemonis: why don't we go to the candy store? sandy: okay. lemonis: because when you come into our store, that's the first thing you see. travis: it reminds you of the old-school farrell's. when you walked in, it was just multiple rows of color. lemonis: and what you'd be able to do is have what's called a cyo, right? it's a create-your-own container, branded farrell's, that they could fill up. mike: that would be great for birthday parties as an option where the kids can come into the candy store. lemonis: and get a cyo container. mike: right. and that's their goody bag. sandy: you know, this is great idea, but for our stores, it just means mess on the floor with the kids spilling it. we've got issues of opening them at the table. lemonis: so you don't like this idea for your store? sandy: for our store, no. lemonis: respectfully, i don't agree. sandy: travis, operationally, do we have staff to be able to keep up with that on the floor, what that's gonna look like on a friday, saturday, and sunday? travis: to me, it works. -lemonis: so you like that. -travis: i do like it, yeah. lemonis: and you're worried about? sandy: the mess. lemonis: i have no idea why sandy was assigned to be in charge of the candy store. she's -- she's not good at it. i want their store to look exactly like it looks here -- fun and colorful and stocked. or is it just a restaurant that sells candy? paul: no, it needs to be an experience. ♪ lemonis: it was great to see the candy store at universal. we learned a lot. but what i really wanted to do is customize what our current customers want, so i arranged for a focus group back at the brea location. how does the candy store, just the general merchandise, feel to you? woman: it holds no interest to me. -woman #2: yeah. -lemonis: no interest? woman #3: so small and so cramped, it's almost like you want to get out. -lemonis: what's missing? -woman #4: chocolate. lemonis: okay. what else? woman #2: like, where you can get, like, a little bag of candy and do penny candy. lemonis: penny bags, penny candy, okay. woman #2: like, these aren't special. i mean, you can get these candies anywhere. lemonis: shauna's in charge of marketing for the company. shauna: hi! nice to meet you. lemonis: and what do you think about the candy here? shauna: i think we need a lot more of that old-fashioned candy. we used to have a lot of the barrels lining. sandy: um, we're trying to get away from this 10-cent candy, but that's... shauna: well, i think it's about wanting to share something with your child -that you had as a kid. -woman #2: yeah. lemonis: shauna's coming up with creative ways to make the business better and really seeing the candy store as visual marketing for the customers. sandy's thing -- "i like the way my candy store exists." and i got a news flash for you, sandy -- it's not working. i thought maybe the three of us could talk outside. -shauna: sure. -sandy: sure. lemonis: after seeing the tension between the two of them in the candy store, i thought it would be a good idea to go outside away from everybody and have a good conversation between sandy and shauna. one of the things that i thought we could do is have some really open dialogue about the dynamic between the two of you. shauna: i feel like i try to take on things, and you try to take them back. i don't know if that's your lack of trust in me or you think i'm not gonna get things done. lemonis: who do you report to? do you report to sandy? shauna: yeah, and i think that's one of the reasons that i feel really held back. i don't get full control over things that fall under marketing. you don't want to make the changes that will positively affect the way we do things. i brought it up multiple times. sandy: yeah, unfortunately, it's not that simple. -shauna: well, it is. -sandy: it's not that simple. shauna: just the way things are brought up and shot down is really frustrating. mike: some of the areas that paul is in, he is not good at. lemonis: why are you blaming everybody else? -mike: i'm not blaming -- -lemonis: what about you?

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