14/09/2011 The One Show


14/09/2011

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Welcome to The One Show. Tonight, the manner of the moment. In his

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defied us as Sirius Black in the Harry Potter films. He will shortly

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be back as Commissioner Gordon in Batman -- he mystified us. Last

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night he lead a cast of British talent at the premiere of Tinker

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Tailor Soldier Spy. It is Gary It is fantastic to see you. How was

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the premiere. Was it a good night? It was. I don't remember much after

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11:00pm. I had arrived from Los Angeles. I got in about noon and

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had a Kip. And then it was walking the red carpet. Everybody is

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talking about this film and you are hotly tipped for an Oscar. Does

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that pile the pressure on you? is nice that they are saying it. I

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would rather they said it than they didn't. But there is a long way to

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go. It is a bit like campaigning for office. I am on the early,

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early stages of the press train at the moment. Your co-star, Colin

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Firth, think you deserve it. Has he given you any tips if you were to

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win? He is good at Oscar speeches. He is. Be ready for the unexpected,

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and keep smiling. That will work well. We look forward to talking

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more about the film. Don is here and he has a bone to think -- pick

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with us. He thinks that when we have to make complaints, we are

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rubbish about it. Really? We are not very good at complaining

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in this country. If you have got a genuine grievance, you should be

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getting decent customer service. It seems the only way to get that is

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to become better at complaining. So, to help the consumers of Great

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Britain, The One Show team have set to work assembling something

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guaranteed to sort out any grievances that people may have.

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Yes, it is my very own complaints clinic. And Sir and I can't do this

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by myself I have called on some help from a man able to get the

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council to fill in potholes with a well worded letter. A man whose

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powers of persuasion got the tube network to install a bench at his

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local station. A man who knows how Where do you draw the line, when is

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it worth complaining? There is a big difference in whingeing and

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complaining. Whingeing is generally moaning and doing nothing,

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complaining is about effectively communicating when you are really

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upset. Every complaint is different, let's see what people are moaning

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about today. During the campaign! What is your problem with? Speaking

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to mobile phone service providers. Have to be quite bold with mobile

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phone companies and you have to threaten walking away. That is the

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one bit they don't like. They will say, we will put you through to the

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retention department. They value your custom. They are specialists

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whose job is to keep you there? if you walk away, they lose. What

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have you experienced? Getting a delivery, I waited in, didn't turn

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up. Weighted again, didn't turn up. They then refused to bring it up

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the stairs. Right at head office, - - write to them at head office,

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described the story and say, you resolved it but it is rubbish.

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Don't say that you want anything, just say, I look to you for a

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gesture of goodwill. Convince me... See if you get a reply. If you

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don't get a reply, never go there again, but see what they do.

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thing that seems to frustrate consumers', when they do have a

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complaint, is trying to get through can -- to speak to someone on the

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phone. You have to hold the line I totally agree with you. The

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answer is this. Do not waste your time with those calls centres. The

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answer is to write in. Find the name of an individual who you can

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e-mail and right into. I know it takes longer but if you put

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something in writing and communicate that way, you are not

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wasting your life listening to Vivaldi or whatever. Has it been a

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successful day? Yes, can't complain. I can, actually. This it is really

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uncomfortable. Put it in writing. I love that line, I look to you for

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Are you a good complainer? I am not really a complainer. In the car,

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quietly to myself. Internal complaints? I will curse drivers.

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Three times as more women complain than men. It is true. Because we

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are proactive. Us men brush it under the carpet. What about the

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company's? Are they good or bad at responding? There is good, bad and

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ugly. TalkTalk have just been awarded a wooden spoon award for

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the worst customer service. A quarter of their customers, one in

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four, are unhappy with their landline and broadband service.

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That is pretty poor. British Gas have been fined �2.5 million for

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not handling people's complaints. Ofgem have investigated in power

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and EDF. RBS was fined �2.8 million. The list goes on and on, these

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companies need to sit up and listen. 70% of people surveyed said that if

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somebody handled a complaint well, they would recommend the company to

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their friends. The good ones? have Waitrose and John Lewis. They

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always come out on top. First Direct Bank got five out of five

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stars for doing things right, listening to their customers and

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acting on it. They are good companies out there. Top tips if

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you were to complain? Go straight to the top. Don't bother dealing

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with somebody on the phone. Put everything in writing, and lockdown

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who you spoke to, their name, extension number, what time and way

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you find from -- blog down. Don't lose your cool committee starts

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whirring, they will put the phone down on you, rightly. But also, if

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you know your consumer rights, tell them. Often these companies do not

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know the law. Do a bit of research, it always pays dividends.

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America it seems like quite a few companies get it right, do you

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think that is because of tips? think so. It is expected. There is

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a level of customer service that is part of the fabric. It is in the

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culture. You must see a big difference when you come back here?

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Yes. I guess so. I still find it confusing with the restaurants. I

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still tip. I still cash tip on top of... The tip already? The

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flipside... In America, service is great. If you don't tip enough,

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they are the first one to complain and they will tell you so. I have

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had bad because I am a bit tight. In Gary's new film, at his job is

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to uncover a Soviet agent with MI6 during the Cold War. This next

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story reads like a Hollywood movie script but it is absolutely true.

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Joe Crowley has the tale of an eccentric double agent who became

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Bletchley Park played a vital role in the allies intelligence efforts

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in the Second World War. It was here that British boffins cracked

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the German secret codes, and then monitor transmissions from enemy

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spies across Europe. -- monitored transmissions. At Bletchley Park a

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number of messages were intercepted from a German spy operating in

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Britain. The report included a bewildering mix of generalisations

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and inaccuracies. Who was this character peddling these strange

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stories? His name was Juan Puyol, a Spaniard who despised Hitler. He

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contributed to making one of the most crucial mistakes of the entire

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war. He was a fervent anti-Nazi and he offered his services to the

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British, to become a spiteful but interestingly, he was turned down.

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A -- to become a spy a. He then offered his serve as his to the

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Germans and they accepted. His allegiance is remained with the

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He was in fact in Lisbon. The Germans absorb the fictitious

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information that he provides. Birtley part's code-breakers were

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also reading the messages from -- Bletchley Park code-breakers were

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also reading the messages. Germans were believing the rubbish

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that was being sent to them and they recognised the big opportunity

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to use somebody as a double agent. The British deduced that he was

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this mysterious figure and brought Bill Bristow's father Desmond

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worked for the security services in World War II. My father, being part

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of MI6, interviewed for five days and cross-question him, went

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through the details of where he had been, and realised after the five

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days, this guy could be an amazing asset to espionage, counter-

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espionage and deception, and recommended a Spanish speaker

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became his case officer. That was Tommy Harris, my godfather. He was

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an incredibly imaginative man with the imaginative mind of my uncle. A

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great combination. They concocted a network of 27 fictitious agents who

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piled hundreds of reports, destined for Berlin. They contain details of

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mainly non-existent troop movements. In the case of the Torch landings

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in North Africa, they supplied a report that was totally Africa --

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accurate, but with a catch. They dated it three days before the

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landings but make sure it arrived two days after the landings. The

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Germans say, this is fantastic, this guy is brilliant.

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Unfortunately, your two days late. -- you off two days late. That

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convinced the Germans that any following information that came

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from this agent was of authentic and great value. D-Day was Garbo's

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greatest success with a deception plan called Operation fortitude.

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They needed to have a toehold to make sure they had their armies and

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logistics on its York and they needed to keep the German heavy

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forces away -- Logistics on shore. The most important message of World

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War II is this one, sent by Gabo a couple of days after the Normandy

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landings. It tells the Germans there are major troop

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concentrations in the south of England, implying the attack would

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be at Calais and advising the Normandy attack was a ruse. We know

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this message was seen by Hitler and we believe it was the message that

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encouraged him to keep his major forces in the Calais area, because

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of the threat of the major invasion there. The net result was the D-Day

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landings went ahead relatively speaking unmolested. It was a bad

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enough attack as it was, you can imagine what they would have had to

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face if these divisions all came south. The Germans did not realise

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they had been duped and the Fuhrer awarded Garbo and Iron Cross. He

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continue transmitting until late 1944 when it looked like he was

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about to be exposed as a double agent by German intelligence. A

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great for Britain awarded him an MBE for his services, which no

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doubt nicely complemented his Iron Cross. Then he left Britain for

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Venezuela, leaving behind a country where those people had no idea of

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In the film, we see you on a mission to uncover a spy. You are

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known for the in-depth research you do before taking on a roll. How did

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you prepare for the role of George Smiley? I had a great book, Tinker

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Tailor Soldier Spy. It is all there in the book. If you want to know

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how to play George Smiley. I didn't work much outside of the script,

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the book, and of course I had access to John le Carre. He was

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there as a resource if we needed it. He was always on the end of the

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phone to answer questions. I went and met him and studied him. I

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stole a little! But it was the Bible, really. It was my map of the

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world. We were chatting through that film and you said it was a

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great choice as a story, but a lot of people will remember the BBC

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series, your character played by Sir Alec Guinness. Was a difficult

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to shake that image? It may surprise you. I didn't say yes to

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it immediately. It is a fantastic part and a great opportunity and

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I'm very happy I said yes, but the ghost of Guinness was very much

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there. It was so popular. I am old enough to remember seeing the

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series. You would adjust your social calendar to stay in, in the

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age before DVDs and VHS. It was very much by loved. His

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interpretation. The film is released nationwide from Friday so

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let's have a look at your version of George Smiley. He is a double,

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there is no mole. The whole thing has been thought up by Moscow. I

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espied on my own because of him, do you know how that makes me feel?

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Ricky, you sent a telegram. That's right. What was the date? There was

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no telegram. 20th November. It must have been 20th November. Everybody

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on the top floor was laughing themselves sick. 11 the 20th is

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missing. Fashion 20th November. There is a great style about the

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film. It is cold. Weren't you in cold water? Hampstead pond. That

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must have been horrendous. October. That I couldn't complain. This 18-

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year-old geezer is in there swimming around! And nobody is

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making a fuss, everybody is swimming around. Yes, they are all

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swimming. In fact, Benedict Cumberbatch, good lad. He does in

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first. He made me a promise and he said that he would jump in. He

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wasn't filming that day. He said, I will come in with you. And he was

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the first in. Then he got out and said to the stills photographer,

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whatever you do, don't tell her Gary it is freezing! The thing that

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strikes people about you is how different you can be in different

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roles. Let's see you as Sirius If you want to kill Harry, you will

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have to kill us, too. Only one. Are you going to kill me, Harry?

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Not many grown men can pin down Harry Potter. I know. One is a

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sitting down part and the other one is a standing up part. You must

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have been popular with your kids after that. Yes. A hero at school.

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The thing I am most famous for is a voice I do for the call of duty

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video-game. He at school, the kids just... Wow! Continuing our series

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of films in which we ask sons and daughters to tell us what it was

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like growing up with their famous parents, tonight we look at one of

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our most popular entertainers. to Michele Monro on her father,

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# We are going to change the world. # You'll be amazed. My father is

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probably the most famous singing bus driver in the world. He was a

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professional singer for 30 years, but drove a bus for 13 weeks, but

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he is still known as the singing bus driver.

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# From Russia With Love. We lived in Ealing nearly all our lives and

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wherever my father went, he hankered for London. It was in his

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blood. He was a true Englishman. # I love the little things you say.

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First time I remember seeing Dad on television when this when he did

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the Eurovision Song Contest in 1964. It was weird because I didn't

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understand what the television was and why Dad wasn't in the room even

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though I could hear his voice. I remember tapping on the screen and

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I couldn't work it out and I got quite frustrated. I never saw him

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come second! I first remember seeing Dad at orca of the town,

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which was one of his favourite venues. He walked on with a single

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spotlight lighting him. He was very small in height and yet there was

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this giant on the stage. Everybody started applauding and I thought,

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OK. When I went backstage afterwards, it was when it really

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hit me sq that I had to share him because I expected to go running

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straight to Dad and there were hordes of people wanting to wish

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him well. I had to wait my turn. I realised I had to share him with

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the world and that was a tough lesson as a kid.

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As a child, I lived in America for just over a year. When I was about

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seven, I came home from school and went into a swimming pool. It was

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fantastic. But Daddy was very British and he missed it greatly

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and he missed recording with George Martin. He was with him well before

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The Beatles. # Yesterday all my troubles seemed

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so far away. He did famously record Yesterday.

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He had to hit with it. But my favourite Beatles track was a

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little later on and he said come on, let's go into the studio. I had

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never been to a recording studio. It was hustle and bustle and there

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were all these musicians getting ready. Suddenly George Martin

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tapped his bat on and it went really quiet. Daddy beckoned me

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over, held my hand and sang Michelle to me.

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It was that cut that was pressed and released to the market. Very

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special moment, you don't forget memories like that. Family life was

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difficult to explain because Daddy wasn't there for nine months out of

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every 12. He had to travel and I missed him greatly. It is a long

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time to be without your father. I had stacks of telegrams for the

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lost birthdays and special events. He missed money greatly. It was

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very, very lonely for him. # Born Free.

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Drinking was a stable of an entertainer's life and my father

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loved to Stacia lies. The trouble was that as a child he had had

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infective hepatitis and it played havoc with his liver and he was

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told to stop. But he had major catastrophes in his life that put

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him back on the drink. Johnnie Spencer's death was one of them, my

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dad pot -- best friend, and his mother's death was another one.

:23:16.:23:26.
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That pushed him back to the bottle. I am blessed to have old footage,

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loads of photographs and I have his father's voice -- my father's voice

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Thank you so much to Michele Monro for making that film for us. Great

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story. I never knew the bus driver connection. It is an interesting

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topic, your children and the work you do. How much of your work do

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you allow your children to see? Have they seen much of it? Little

:24:05.:24:12.

Charley is 12 now. When the dark night came out, I wouldn't let him

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see that. He would have been nine 1/2 or 10. There are some in images

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in that. The wonderful late Heath Ledger. I considered that a little

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too scary for him. How much of what you do or are they aware of? Harry

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Potter! And then I have died in a lot of movies. They have rolled

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their eyes and said, if I get a new job, they say, do you die in this

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one, Dad? Away from films, how do they describe you as a dad.? I am

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weird. Funny with it. But very stylish. Funny weird, weird in a

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good way. Speaking a family, not many people know this, but your

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sister is beat Mo on EastEnders. Do you follow EastEnders? No. She does

:25:19.:25:24.

have a phantom boyfriend at the moment called Fat Elvis. Has she

:25:24.:25:31.

got a boyfriend? Have not met him? You'll have to get fat Elvis over

:25:31.:25:36.

for dinner. He has a dog that lets you win but won't let you leave.

:25:36.:25:46.
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There you go. I love it! You do spend a lot of time playing music.

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I remember listening to Matt Monro, my mum used to listen to him. My

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sisters had those records. He was like our Frank Sinatra. Our Tony

:26:01.:26:07.

Bennett. Is it right you taught Daniel Radcliffe to play the bass

:26:07.:26:13.

guitar? He was learning the bass guitar and I taught him the riff

:26:13.:26:18.

for come Together, by The Beatles. Was he good? Very good. I don't

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know if he is still playing. He was a little boy then. Not any more!

:26:27.:26:31.

you fancy your chances of winning the lottery or hooking up of a

:26:31.:26:35.

millionaire, you might be living in the wrong part of the country.

:26:35.:26:39.

Apparently the luckiest people live in the north-east. They have the

:26:39.:26:41.

highest proportion of National Lottery millionaires than anywhere

:26:41.:26:46.

else in the country. We wanted to find out if there really is luck on

:26:46.:26:51.

the Tyne. There is a scratch card for you. We will scratch these

:26:51.:27:01.
:27:01.:27:01.

# Luck Be a Lady tonight Foster I think they are lucky because of the

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accent. It is our sense of humour and our timing. I am lucky.

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Especially me. I think Geordie is a lucky because we are friendly and

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open with people. There have been big wins around my estate. One died

:27:20.:27:28.

won �25,000. I have won just �10. 25 to �30 on scratchcards. This

:27:28.:27:38.
:27:38.:27:52.

Basically I am from the north-east and these two are not. Fame at

:27:52.:28:02.
:28:02.:28:02.

last! 5,000! We have scratched our scratchcards, nothing. Absolutely

:28:02.:28:08.

terrible. Let's talk about that man. You have been filming since April.

:28:08.:28:16.

Yes. Still going? Still going. Morgan Freeman left and made a

:28:16.:28:21.

movie, a whole movie, and then came back. That shouldn't be allowed!

:28:21.:28:28.

are still shooting. When will that be out? I would think next summer.

:28:28.:28:33.

Look forward to that. That's all for tonight, a pleasure to have you

:28:33.:28:37.

here. All the best for Tinker Tailor Soldier Spy. A tomorrow the

:28:37.:28:47.
:28:47.:28:50.

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