0:00:03 > 0:00:05This programme contains strong language.
0:00:05 > 0:00:08Are you aware it's free to have your loft and walls insulated?
0:00:08 > 0:00:11Over a million people now work in UK call centres
0:00:11 > 0:00:14with an average age of just 26.
0:00:14 > 0:00:15'I'm not interested, thank you.'
0:00:15 > 0:00:17'I think it's all a scam, to be honest with you.'
0:00:17 > 0:00:20They are the factories of our time,
0:00:20 > 0:00:24but here, at the third-largest call centre in Swansea,
0:00:24 > 0:00:28the only things being made are the cold calls we dread.
0:00:28 > 0:00:30'No, no, no.'
0:00:30 > 0:00:31'Stop bloody bothering me!'
0:00:31 > 0:00:33'I really don't want these calls,
0:00:33 > 0:00:35'especially not at seven o'clock in the evening.'
0:00:35 > 0:00:38Holding the reins is CEO Nev Wilshire.
0:00:38 > 0:00:43With over half of his sales agents under 25,
0:00:43 > 0:00:45Nev has developed a unique approach
0:00:45 > 0:00:48to keeping his young workforce on their toes.
0:00:48 > 0:00:50Sums up my management style...?
0:00:50 > 0:00:53SHOUTS: Get out of my office!
0:00:53 > 0:00:55The yawn at the back, get down!
0:00:55 > 0:00:59HE CLEARS HIS THROAT Probably Napoleon, dictator.
0:00:59 > 0:01:00Can you tell her she's sacked, then?
0:01:00 > 0:01:02But his troops loved him.
0:01:02 > 0:01:05He's awful, absolutely awful.
0:01:05 > 0:01:08And with the sales floor simmering with stress...
0:01:08 > 0:01:09'Piss off!'
0:01:09 > 0:01:13This ain't funny! This ain't funny now, cos you could have broke it.
0:01:13 > 0:01:14I'm going to kill someone.
0:01:14 > 0:01:16..sex... Raarrgh!
0:01:18 > 0:01:20..and success...
0:01:20 > 0:01:22Almost getting a little excited in my pants right now.
0:01:22 > 0:01:25Oos! Oos!
0:01:25 > 0:01:30..there's never a dull day when you work at this Swansea call centre.
0:01:30 > 0:01:33There's winners and there's losers and that's it.
0:01:33 > 0:01:35CHEERING
0:01:35 > 0:01:39To be in charge of 700 people, sometimes it's daunting,
0:01:39 > 0:01:43but, eh...I love it, I absolutely love it.
0:01:44 > 0:01:47Welcome to Nev's world.
0:02:02 > 0:02:04Karlie, do me a favour. Can you come with me to inspect the toi...?
0:02:04 > 0:02:08After that complaint you made, you know, can we inspect the loos?
0:02:08 > 0:02:09Yeah.
0:02:09 > 0:02:12It's Monday morning at the call centre
0:02:12 > 0:02:16and CEO Nev Wilshire is off to the toilet, the ladies' toilet.
0:02:18 > 0:02:21Yeah, I'm going to go where no man has gone before.
0:02:21 > 0:02:22There has been a complaint,
0:02:22 > 0:02:26that somebody didn't use the toilet as it should have been.
0:02:26 > 0:02:31In fact, they used the bin for what should have been used as a toilet.
0:02:31 > 0:02:34I think somebody must have been absolutely desperate,
0:02:34 > 0:02:39couldn't cork it any longer and um...
0:02:39 > 0:02:40used that.
0:02:41 > 0:02:44We haven't got a company policy on shitting in the bins,
0:02:44 > 0:02:47it's something we've obviously overlooked and um...
0:02:47 > 0:02:49we need to RECTUMFY that one.
0:02:50 > 0:02:54It's appalling, to be honest. It's absolutely disgusting
0:02:54 > 0:02:57that somebody has actually, you know, shat in the bin, to be honest.
0:02:57 > 0:03:02It is. It's shit, isn't it? Yes, quite embarrassing.
0:03:02 > 0:03:05Yeah, it's stinking.
0:03:06 > 0:03:10But there's no stinking in here now, so err...the cleaner's done their job
0:03:10 > 0:03:13and I'm very grateful to them for, for doing that job.
0:03:15 > 0:03:19Nev calls one of his regular staff meetings.
0:03:19 > 0:03:22Ironically, they're known as a shit sandwich.
0:03:22 > 0:03:23The girls' toilet.
0:03:23 > 0:03:25ALL: Oooohhhh.
0:03:25 > 0:03:26Oooohhhh.
0:03:26 > 0:03:28MURMURING
0:03:28 > 0:03:31HE CLEARS HIS THROAT
0:03:31 > 0:03:33Ooh, ooh...
0:03:36 > 0:03:38Quieten down.
0:03:38 > 0:03:41The girls' toilet on floor three!
0:03:41 > 0:03:45The toilet is to be used, not the bin.
0:03:45 > 0:03:49LAUGHTER
0:03:49 > 0:03:52Nobody seems keen to claim responsibility.
0:03:52 > 0:03:57But for 21-year-old Chelsea, whodunit is only half the mystery.
0:03:57 > 0:04:01The bin they actually shat in, well, I think they shat in anyway,
0:04:01 > 0:04:03it was the Tampax pad one.
0:04:03 > 0:04:06Which is really thin and thin and long,
0:04:06 > 0:04:08whereas a normal bin is round, innit? And deep.
0:04:08 > 0:04:11This one's just thin and long. So how the hell
0:04:11 > 0:04:15they got their arse cheek on there to shit through there, I don't know.
0:04:15 > 0:04:18Cos normally... No, I'm not even going to talk about shit.
0:04:18 > 0:04:20Can we sort it out?
0:04:20 > 0:04:24Can we behave a bit better than that? Hey?
0:04:24 > 0:04:26That's pathetic.
0:04:31 > 0:04:35The lavatorial activities of one errant lady
0:04:35 > 0:04:38are not the only thing winding up Nev.
0:04:38 > 0:04:40Yeah, sometimes it can go too far
0:04:40 > 0:04:45with the happy-clappy environment we try and create.
0:04:45 > 0:04:49Um...but everybody knows that they're here to do a job and to sell.
0:04:49 > 0:04:53You know, we've never disguised that.
0:04:54 > 0:04:59Having built the call centre on his philosophy that happy people sell,
0:04:59 > 0:05:04increasingly, Nev's noticed that some people are a little too happy
0:05:04 > 0:05:05to take advantage.
0:05:05 > 0:05:08There's always people who'll take the piss
0:05:08 > 0:05:11and yesterday, I went downstairs
0:05:11 > 0:05:13and there were people with their feet on their desks,
0:05:13 > 0:05:15you know, things were a bit quiet
0:05:15 > 0:05:17and instead of, you know, sorting things out,
0:05:17 > 0:05:19even cleaning the canteen,
0:05:19 > 0:05:22they're sitting there, chatting with their feet on the desks.
0:05:22 > 0:05:26And I thought, "Well, you know, I'm not a charity,
0:05:26 > 0:05:27"we're a business."
0:05:27 > 0:05:30Nev, is determined to crack down.
0:05:30 > 0:05:34First in the firing line, time-wasting smokers.
0:05:34 > 0:05:37So it seems we've got the intelligentsia of the company
0:05:37 > 0:05:41sat around this table, what are we going to do about fag breaks?
0:05:41 > 0:05:43We've got to bring them to an end.
0:05:43 > 0:05:45Yeah. Five-minute fag breaks
0:05:45 > 0:05:48turn into ten-minute, 15-minute fag breaks,
0:05:48 > 0:05:50sales are down, fags are up. Yeah.
0:05:50 > 0:05:53We're trying to make it the demise of the fag.
0:05:53 > 0:05:55But how long is a fag break usually?
0:05:55 > 0:05:59About two to five minutes, isn't it? But it just goes on for about a quarter of an hour.
0:05:59 > 0:06:03You know, I've never seen anybody walk so slow
0:06:03 > 0:06:05as the people from the fag break going back onto the phones.
0:06:05 > 0:06:08MURMURING
0:06:11 > 0:06:14Bad for your health, you know. THEY CHUCKLE
0:06:14 > 0:06:18The trouble is, for the hundreds of smokers on Nev's payroll,
0:06:18 > 0:06:19the fag break is a way of coping
0:06:19 > 0:06:22with the daily stream of abuse and rejection.
0:06:22 > 0:06:26'Stop bloody bothering me.' No worries at all.
0:06:26 > 0:06:27'Stop, stop, stop, stop.'
0:06:27 > 0:06:33It's such a stressful environment, I probably smoke about 20, 25 a day.
0:06:33 > 0:06:3521-year-old ex-care worker Rachel
0:06:35 > 0:06:38has been on the phones for almost a year.
0:06:38 > 0:06:41I mean, it does show on our database. 'I'm not interested.'
0:06:41 > 0:06:43What is it that you're not so interested in, sir?
0:06:43 > 0:06:46'Anything you've got to tell me.'
0:06:46 > 0:06:48I've been called an immigrant, and I'm thinking,
0:06:48 > 0:06:50"Right, I sound really Welshy,"
0:06:50 > 0:06:52so I'm not quite sure why I've been called an immigrant,
0:06:52 > 0:06:55but I've been called an immigrant a couple of times.
0:06:55 > 0:06:57I thought it was quite nasty, actually.
0:06:57 > 0:06:59You know, I've got a really Welsh accent.
0:06:59 > 0:07:00Oh, hi there, sir.
0:07:00 > 0:07:03It's Chelsea from Nationwide Energy Customer Service...
0:07:03 > 0:07:07Chelsea has been at the call centre for about two years.
0:07:07 > 0:07:11I've been told roughly about 1,000 times to f-off,
0:07:11 > 0:07:16roughly, maybe a bit more, er... Just really abusive, some are.
0:07:16 > 0:07:20Up to now, it's been company policy to reward smokers
0:07:20 > 0:07:22with extra fag breaks for good performance.
0:07:22 > 0:07:24You know, if you are having a good day,
0:07:24 > 0:07:29if you get two deals, you get to go for a fag, so you kind of work harder to get those two deals,
0:07:29 > 0:07:31but then, you're smoking more as well,
0:07:31 > 0:07:34so it's a bit like a win-win situation,
0:07:34 > 0:07:36cos you're just going to end up smoking more.
0:07:36 > 0:07:39Right, what are we doing about them,
0:07:39 > 0:07:41just cut back on the incentive, yeah?
0:07:41 > 0:07:43Yeah, so usually we'd have the incentive, "Get so many sales..."
0:07:43 > 0:07:46and you'd be able to have a five-minute fag break,
0:07:46 > 0:07:49we're stopping that from all sales departments as of today.
0:07:49 > 0:07:51Why am I smoking? This is really bad.
0:07:51 > 0:07:53HE CHUCKLES
0:07:53 > 0:07:55I've been asking myself the same thing for 15 years.
0:07:55 > 0:07:58You've smoked for 15 years? Yeah. How old are you, 30?
0:07:58 > 0:08:0130, yeah. When did you start, at 15? 15, yeah.
0:08:01 > 0:08:03My God, George.
0:08:03 > 0:08:05It isn't just the financial cost to his business
0:08:05 > 0:08:07that's bugging Nev either.
0:08:07 > 0:08:10Right, so this is what we, we endure, right.
0:08:10 > 0:08:14It's the fag ends being thrown as they come in, you see.
0:08:14 > 0:08:17So they just, from the designated fag zone,
0:08:17 > 0:08:23they stroll back to the building and chuck them out around here, you see.
0:08:23 > 0:08:26Oh, there are some fags ends in the bin but only one or two.
0:08:26 > 0:08:29It's probably easier to throw them on the floor.
0:08:29 > 0:08:31I've never been a smoker, both my parents smoked,
0:08:31 > 0:08:35which, I suppose, put me and my brothers off, for, for life.
0:08:35 > 0:08:37Despite knowing old habits die hard,
0:08:37 > 0:08:42Nev plans to go even further than just stopping the fag breaks.
0:08:42 > 0:08:46We're going to try and convince people to give up smoking,
0:08:46 > 0:08:49and I don't think we're going to drum up a lot of enthusiasm for it,
0:08:49 > 0:08:53that's my opinion but, but we're going to try,
0:08:53 > 0:08:57we're going to go for a smoke-free zone in this entire place,
0:08:57 > 0:09:01it's going to be phenomenal if... if it's pulled off.
0:09:01 > 0:09:05Nev begins the recruitment drive for his quitters club.
0:09:05 > 0:09:08Give me the fag, give me the fag. Come on!
0:09:08 > 0:09:12And what better place to start than smokers' corner?
0:09:12 > 0:09:15Who's giving up smoking?
0:09:15 > 0:09:20As usual, Nev isn't taking "no" for an answer.
0:09:20 > 0:09:22Who's giving up smoking? Boss, I was going to ask you...
0:09:22 > 0:09:25In here now. Now.
0:09:25 > 0:09:26OK...
0:09:26 > 0:09:28Let the dog see the rabbit.
0:09:28 > 0:09:31Who hasn't got a form? Who hasn't got a form?
0:09:31 > 0:09:35OK, thank you all very much for coming
0:09:35 > 0:09:36and for attempting to give up fags.
0:09:36 > 0:09:41OK, if you can make it through to next Monday,
0:09:41 > 0:09:45without a sneaksy, I'll give you all a tenner.
0:09:45 > 0:09:47Is that all right? Yeah. Is that fair?
0:09:47 > 0:09:50Whoever fails for the six days
0:09:50 > 0:09:53is on fag-butt cleaning-up duty.
0:09:53 > 0:09:55ALL: Aw!
0:09:55 > 0:09:57And you will be out in the car park
0:09:57 > 0:10:01and, you know, all round the fag zone, picking up fags.
0:10:01 > 0:10:05fag butt picking up duty or a tenner. That's the bet.
0:10:05 > 0:10:08Does anybody want to leave now? Yes.
0:10:08 > 0:10:11LAUGHTER Bye-bye!
0:10:11 > 0:10:13MURMURING
0:10:15 > 0:10:19Serious giver-uppers. We're going to do it for six days? Yeah. OK.
0:10:19 > 0:10:23'Got the sneaky feeling that we're only going to have one or two
0:10:23 > 0:10:26'that, that will make it, is my guess.'
0:10:26 > 0:10:31We'll have a go, once they realise that there's no sneak ciggies,
0:10:31 > 0:10:35we'll see a few people suddenly turn a whiter shade of pale...
0:10:37 > 0:10:40..cos they're all thinking, "Yeah, we'll just have the odd one,"
0:10:40 > 0:10:43you know, but they won't be able to.
0:10:43 > 0:10:46We're winning now. And, then, well, a few people walked out
0:10:46 > 0:10:49cos they shit themselves, cos you ain't going to go no sneaksies.
0:10:49 > 0:10:52And I was under the impression that I could have two fags a day,
0:10:52 > 0:10:55so now I'm panicking, and I don't want to be picking up fag butts.
0:10:55 > 0:10:58I'd absolutely be mortified if I had to pick up fag butts,
0:10:58 > 0:11:02I'd be shamed. I'd have to get like pink zebra-print gloves.
0:11:02 > 0:11:04I ain't doing it in no yellow gloves.
0:11:04 > 0:11:07I would actually be shamed, though. If they made me do it, I would cry
0:11:07 > 0:11:10and just be like, "Please, please, don't make me do it."
0:11:10 > 0:11:13And then I'd probably do it with a fag then. May as well, innit?
0:11:13 > 0:11:16Well, I do want to quit smoking, but I won't be able to.
0:11:16 > 0:11:18But I don't fancy picking fag butts up.
0:11:24 > 0:11:27But it's not just extended cigarette breaks
0:11:27 > 0:11:29that are a distraction for Nev's young workforce.
0:11:29 > 0:11:33Many more hours are spent primping and preening.
0:11:33 > 0:11:34Do you go on the sun beds?
0:11:34 > 0:11:37I have before, yeah. Spray tan, I have.
0:11:37 > 0:11:39I used to inject tan into myself.
0:11:39 > 0:11:40No?!
0:11:40 > 0:11:42Tan injections, they were.
0:11:42 > 0:11:44They were awful.
0:11:44 > 0:11:47Well, I did them for a while and they were brilliant,
0:11:47 > 0:11:48I thought they were the best thing ever,
0:11:48 > 0:11:51but the more I kept doing them, the more, like, orange I'd go.
0:11:51 > 0:11:53Not orange, like a green, like a...
0:11:53 > 0:11:56I don't know, what colour it was, it just wasn't brown. It was awful.
0:11:56 > 0:11:59Then I used to have blotches all over my skin, like dry patches.
0:11:59 > 0:12:02Oh, it was terrible. And cos I go out, like, every weekend,
0:12:02 > 0:12:06I've got to have a tan to go out anyway, so I'll just keep topping up and topping up.
0:12:06 > 0:12:09I don't think I've ever been pale, like her, ever.
0:12:09 > 0:12:11Only when I was born, probably.
0:12:11 > 0:12:15For many sales agents, looks matter.
0:12:15 > 0:12:18'In this day and age, I think looks are important to everyone, as well.'
0:12:18 > 0:12:20If they don't like the look of you,
0:12:20 > 0:12:22most people won't speak to you to get to know you first.
0:12:22 > 0:12:24It's "Oh, I don't like the look of them."
0:12:24 > 0:12:27What have you got then? Brains or beauty?
0:12:27 > 0:12:29What have I got, brains or beauty? I don't know.
0:12:29 > 0:12:32'I wouldn't mind looking like Marilyn Monroe.'
0:12:32 > 0:12:34She is gorgeous.
0:12:36 > 0:12:38Nat, should we get Botox done?
0:12:38 > 0:12:40I'd love to get Botox. Should we get Botox?
0:12:40 > 0:12:43I haven't got any wrinkles to get rid of, though.
0:12:43 > 0:12:45THEY GIGGLE
0:12:47 > 0:12:52For 53-year-old Nev, it's a world he's baffled by.
0:12:52 > 0:12:55What do you spend your commission on? Tattoos. Really?
0:12:55 > 0:12:57Yeah. After a payday on this week,
0:12:57 > 0:12:59I got another one booked in for the week after.
0:12:59 > 0:13:01So, where is it?
0:13:01 > 0:13:03On my arm. Well, let's have a look then.
0:13:05 > 0:13:09So you're inflicting pain on yourself, for ?50 an hour?
0:13:09 > 0:13:12I don't understand at all. But I'm just an old fart.
0:13:12 > 0:13:14I realise now.
0:13:14 > 0:13:17I mean, they must be spending 100, 150 quid on a tattoo
0:13:17 > 0:13:19when they get their wages,
0:13:19 > 0:13:22and then at the end of the month, "Nev, can I have a sub?"
0:13:22 > 0:13:25I'm sponsoring the tattoos.
0:13:26 > 0:13:30You look like a giant salmon. What? You look like a giant salmon.
0:13:30 > 0:13:32Salmon? Yeah. Like, a fish? Yeah.
0:13:32 > 0:13:35How am I...? How am I a salmon?
0:13:37 > 0:13:39Hello, is this Mrs Underblast?
0:13:39 > 0:13:43'In Wales, you know, in Swansea, especially,'
0:13:43 > 0:13:47there is a big thing about the way people look, I think, and, erm,
0:13:47 > 0:13:49it is good for a boy to look bigger
0:13:49 > 0:13:52'and, you know, better than other boys.'
0:13:52 > 0:13:55Actually, I think it's a bigger thing for boys to look better
0:13:55 > 0:13:57than girls, in Swansea.
0:13:57 > 0:14:01'It is a little bit alien to me that boys moisturise
0:14:01 > 0:14:05'and pluck their eyebrows. It is unbelievable.'
0:14:05 > 0:14:09You could never imagine John Wayne moisturising, could you? You know?
0:14:09 > 0:14:11MIMICS JOHN WAYNE: "Get off your horse and moisturise."
0:14:11 > 0:14:13Just couldn't, couldn't be done.
0:14:13 > 0:14:16'I always make sure that I get my eyebrows waxed,'
0:14:16 > 0:14:20I get spray tans, sun beds. Er, you know, I go to the gym,
0:14:20 > 0:14:24always get my hair cut, make sure I'm looking good all the time.
0:14:24 > 0:14:28My fake tan's like ?15 a time, my eyelashes are ?25 a time,
0:14:28 > 0:14:31and then my nails are like 35, maybe ?40 a time,
0:14:31 > 0:14:35all depending on what kind of nails I have. I know, I'm terrible.
0:14:35 > 0:14:38'I wanted to be small but with big boobs. What girl doesn't?'
0:14:38 > 0:14:41So I thought, "Bugger it, I'm going to go get a bank loan.
0:14:41 > 0:14:44"I've got no kids, I got no car or nothing to pay for,
0:14:44 > 0:14:46"I'm going to get my boobs done."
0:14:46 > 0:14:49'I paid four grand for them. I'm still paying it off now.
0:14:49 > 0:14:53'Who doesn't want bigger boobs? What boys don't want bigger muscles?'
0:14:53 > 0:14:56It's just something that everyone wants, I suppose.
0:14:58 > 0:15:0119-year-old Corey isn't one of the call centre's strongest sellers.
0:15:01 > 0:15:06But what he lacks in sales, he more than makes up for in muscles.
0:15:06 > 0:15:08If I want to go out with a nice-looking girl,
0:15:08 > 0:15:11I don't want to have any trouble with pulling her, do you know what I mean?
0:15:11 > 0:15:15And I think that's a result of what I look like now.
0:15:15 > 0:15:19A month ago, Corey started dating 21-year-old sales agent Chloe.
0:15:19 > 0:15:23OK. Do you realise how successful these claims can be?
0:15:23 > 0:15:26INAUDIBLE
0:15:26 > 0:15:29OK, no problem.
0:15:29 > 0:15:32'I turned round and I'd seen that somebody was making a protein shake,'
0:15:32 > 0:15:35and I'm into body builders, so that was the first thing I noticed.
0:15:35 > 0:15:38I looked up at him then, and I seen him from the back, and I was like,
0:15:38 > 0:15:40"Oh, my God, he's really muscly,"
0:15:40 > 0:15:43because I hadn't seen anyone over there that was my type.
0:15:43 > 0:15:46And I said to my friend Katie, I said, "Oh, he's really hot."
0:15:46 > 0:15:48'Corey's look is quite striking.'
0:15:48 > 0:15:50I don't fancy him myself, but apparently Chloe does.
0:15:50 > 0:15:55So, erm, you know, she's obviously into that look.
0:15:55 > 0:16:01I like blondes, I like Barbies, and I like older girls,
0:16:01 > 0:16:04and she ticks all those boxes, really, so...
0:16:04 > 0:16:07I know that he likes Barbie-looking girls,
0:16:07 > 0:16:10because he's, like, shown me some girls that he's been out with before
0:16:10 > 0:16:12and they all look like Barbies.
0:16:13 > 0:16:16Basically, a Barbie's got to have long blonde hair,
0:16:16 > 0:16:18extensions is a must.
0:16:18 > 0:16:20'Er, and they've got to know how to dress themselves.
0:16:20 > 0:16:22'I can't stand a girl who can't dress herself.
0:16:22 > 0:16:25'I definitely wouldn't go for a girl who didn't wear enough make-up.'
0:16:25 > 0:16:29That's a big thing. I mean, girls are supposed to doll themselves up, I think.
0:16:29 > 0:16:33Being a Barbie is all about being a bit plastic. Sorry, it is.
0:16:33 > 0:16:35And it is a good look, I don't really care what people say.
0:16:35 > 0:16:37For me, it's a really good look.
0:16:37 > 0:16:39So what's happening to you and Corey, then?
0:16:39 > 0:16:40What do you mean by that?
0:16:40 > 0:16:43You seem to be getting a lot of... Getting a lot closer.
0:16:43 > 0:16:45Yeah, yeah, we are close.
0:16:45 > 0:16:48I don't know, we have got the same interests.
0:16:48 > 0:16:52I like going to the gym, and he likes going to the gym.
0:16:52 > 0:16:55We're both a little bit vain, in some ways.
0:16:55 > 0:16:59Having bonded over a common passion for keeping fit,
0:16:59 > 0:17:02Corey is keen to make their relationship physical.
0:17:02 > 0:17:05I was going to pay for a personal trainer,
0:17:05 > 0:17:09and then he offered then, cos he's done personal training,
0:17:09 > 0:17:13he said he'd do it for free, so I jumped at the chance then.
0:17:15 > 0:17:18Down the road from the call centre is Corey's gym,
0:17:18 > 0:17:21where he trains seven days a week.
0:17:23 > 0:17:27Corey's preferred teaching method is demonstration based.
0:17:27 > 0:17:30He pumps iron while Chloe watches...
0:17:33 > 0:17:35..And watches...
0:17:38 > 0:17:40..And watches...
0:17:41 > 0:17:44HE GRUNTS
0:17:48 > 0:17:51We're trying to focus on me a little bit.
0:17:52 > 0:17:55I'd rather it when he's actually teaching me something,
0:17:55 > 0:17:57because that was the idea of us coming here,
0:17:57 > 0:18:00cos he was going to be my personal trainer.
0:18:00 > 0:18:02When he does teach me, he's good at teaching me,
0:18:02 > 0:18:06but then it's hard to get him to actually show me something.
0:18:06 > 0:18:08Power up, yeah? They banged...
0:18:08 > 0:18:13I feel all wobbly. Am I doing it right? Yeah.
0:18:13 > 0:18:15And just bring it up, like that? Yeah.
0:18:15 > 0:18:17Cor, aren't my boobs big enough anyway?
0:18:17 > 0:18:21No. They'll get like mine eventually.
0:18:21 > 0:18:23Boys aren't meant to have boobs, Cor.
0:18:23 > 0:18:26I'm not saying they're not big, but they're not as big as mine.
0:18:26 > 0:18:28But that's understandable, isn't it?
0:18:28 > 0:18:30Really? They're not as big as mine!
0:18:30 > 0:18:31Of course they are! No, they're not.
0:18:31 > 0:18:34They're bigger, you div. They're not bigger.
0:18:34 > 0:18:37I cannot believe I'm having an argument in the gym with a boy
0:18:37 > 0:18:40over whose boobs are the biggest.
0:18:42 > 0:18:46She did all right, considering it's her first time in the gym, you know?
0:18:46 > 0:18:50Everybody has to start from somewhere, don't they? We all have to do it.
0:18:51 > 0:18:53So it was all good, yeah. I enjoyed it.
0:19:06 > 0:19:08As part of his crackdown on time-wasters,
0:19:08 > 0:19:11Nev has been reviewing the quarterly sales figures.
0:19:11 > 0:19:13Come on, time's money, let's go.
0:19:13 > 0:19:16And it has not made for happy reading.
0:19:16 > 0:19:19Overtime, you robbing bastards.
0:19:19 > 0:19:21THEY LAUGH
0:19:21 > 0:19:26You've taken the piss. You've taken the piss, OK?
0:19:26 > 0:19:29I go and give you overtime, and what happens?
0:19:29 > 0:19:32You come in, you scan in, "Thanks very much,"
0:19:32 > 0:19:35then you go and have breakfast or, you know, take an hour for lunch,
0:19:35 > 0:19:37off you go for a fag.
0:19:37 > 0:19:40The sales are nonexistent on overtime.
0:19:40 > 0:19:43You've pushed it too far. It's stopped.
0:19:43 > 0:19:46'You give them the feather and tickle them into position,'
0:19:46 > 0:19:49and if they don't take the feather, you come along with a mallet.
0:19:49 > 0:19:52So they've just had the mallet. Bang, sorted.
0:19:52 > 0:19:53No more overtime.
0:19:53 > 0:19:57Don't take the piss out of me. Don't take advantage.
0:19:57 > 0:20:01No more overtime. I don't give a shit who you are. It's stopped.
0:20:01 > 0:20:05Gone. You messed it up. I gave you a chance.
0:20:05 > 0:20:07I've lost something like 15 grand a month.
0:20:07 > 0:20:10But what his workforce don't know
0:20:10 > 0:20:13is Nev has another, far bigger, problem.
0:20:13 > 0:20:17The call centre's most lucrative contract, worth millions a year,
0:20:17 > 0:20:19is coming to an end.
0:20:19 > 0:20:22We've ducked and dived with different contractors
0:20:22 > 0:20:26in order to keep things flowing right to the death.
0:20:26 > 0:20:28And we've done well at it, you know, we have.
0:20:28 > 0:20:34'But we have to be real, and next week, there are no grants.'
0:20:34 > 0:20:38The cash cow of the company isn't giving milk any more.
0:20:45 > 0:20:47With the milk drying up,
0:20:47 > 0:20:51agents who fail to hit targets are now under pressure to deliver.
0:20:51 > 0:20:54Agents like 19-year-old Shaun.
0:20:54 > 0:20:57'Hello?' Hello, is this Mrs Weir?
0:20:57 > 0:21:00'I'm not interested in anything...'
0:21:00 > 0:21:03SPEECH IS INAUDIBLE
0:21:03 > 0:21:06That's completely understandable, Mrs Weir.
0:21:06 > 0:21:10Shaun has the added pressure of being the sole bread-winner in his family.
0:21:10 > 0:21:14Me and my mum are there at the moment, and she's unemployed,
0:21:14 > 0:21:17so it's kind of, I'm the sole income for the house,
0:21:17 > 0:21:20so I'm just trying to support my mother and my brother then,
0:21:20 > 0:21:22to try and get them the best that they can.
0:21:22 > 0:21:25And, obviously, I want the best for my mother, my family, my brother,
0:21:25 > 0:21:27to try and actually get for them.
0:21:27 > 0:21:29I mean, who doesn't want the best for their family?
0:21:29 > 0:21:32Hi, is that Mr Robinson?
0:21:32 > 0:21:36Oh, no problem. I'll give you a call back after, OK?
0:21:36 > 0:21:40No problem, I give him a call back then. Thanks, bye.
0:21:40 > 0:21:41For the last few weeks,
0:21:41 > 0:21:44Shaun has been seeing his more experienced colleague,
0:21:44 > 0:21:4729-year-old single mum Lisa.
0:21:47 > 0:21:51'I got to know Shaun, erm, when he was placed to sit next to me,
0:21:51 > 0:21:54'so I could help him come out of his shell a bit more.'
0:21:54 > 0:21:57He's nothing like any of the guys that I've gone for before.
0:21:57 > 0:22:03He's quite normal compared to the other guys that I've gone out with!
0:22:03 > 0:22:06I don't know what I was doing or thinking with them,
0:22:06 > 0:22:08but, hey, live and learn!
0:22:08 > 0:22:12But, yeah, he is, he's lovely. I do like Shaun.
0:22:14 > 0:22:17Shaun's dream is to become a professional rugby player,
0:22:17 > 0:22:21and tonight he has a trial which could take him to the big time.
0:22:23 > 0:22:26Lisa is on hand to offer moral support.
0:22:26 > 0:22:30Oh, there he is, with shorts on.
0:22:30 > 0:22:32SHE CHUCKLES
0:22:32 > 0:22:34'He's a little bit nervous,
0:22:34 > 0:22:37'but I think it's a pretty big game, as well, isn't it?'
0:22:37 > 0:22:39But he's looking quite cool now.
0:22:39 > 0:22:42So, got my flask at the ready. Go Shaun!
0:22:46 > 0:22:48SHE LAUGHS
0:22:48 > 0:22:52# Go Shaun! Go Shaun! Go Shaun! #
0:22:54 > 0:22:55Come on, Shaun!
0:22:58 > 0:23:01Never come to a rugby match from work wearing heels.
0:23:01 > 0:23:02Not a good idea.
0:23:02 > 0:23:06Oh, I can't feel my toes!
0:23:06 > 0:23:08But it's worth it to watch Shaun.
0:23:09 > 0:23:13Shaun should find out within a week whether he's impressed on the pitch.
0:23:13 > 0:23:15For Lisa, there's no doubt.
0:23:17 > 0:23:19Come on, Shaun! Woo!
0:23:20 > 0:23:24I hope he's OK, I can't wait to give him a hug.
0:23:24 > 0:23:25Mainly cos he's warm!
0:23:25 > 0:23:28SHE LAUGHS
0:23:35 > 0:23:38Morning, good afternoon, my name is Dwayne.
0:23:38 > 0:23:40I'm the grant advisor for the local area.
0:23:40 > 0:23:42I'm calling from Nationwide Energy.
0:23:42 > 0:23:46A quick call with regards to your property, number 16, Abingdon Avenue.
0:23:46 > 0:23:48It's still showing that you haven't used your grant yet
0:23:48 > 0:23:51for loft and cavity wall insulation. I'm just finding out why that is.
0:23:51 > 0:23:5631-year-old Dwayne has been at the call centre for four years
0:23:56 > 0:23:59and is one of Nev's star managers.
0:24:01 > 0:24:04Dwayne came over to the United Kingdom to play cricket.
0:24:04 > 0:24:06Obviously he thought he was better than he was,
0:24:06 > 0:24:08cos he didn't quite make it as a professional cricketer.
0:24:08 > 0:24:11And, so, we set his feet in a new place
0:24:11 > 0:24:13and put a new song in his mouth.
0:24:13 > 0:24:17With the call centre's biggest contract almost at an end,
0:24:17 > 0:24:20it's vital Dwayne helps keep the collective pecker up.
0:24:20 > 0:24:22Come on, let's finish it strong today,
0:24:22 > 0:24:24I've got a good feeling about this last 45 minutes.
0:24:24 > 0:24:27I'm almost getting a little excited in my pants right now.
0:24:27 > 0:24:29You got to get excited about something.
0:24:29 > 0:24:31If you don't get excited about what you're selling,
0:24:31 > 0:24:33or passionate about what you're doing,
0:24:33 > 0:24:34you'll never have any success.
0:24:34 > 0:24:38Today is your day. Let's do it.
0:24:38 > 0:24:39Let's do it.
0:24:39 > 0:24:41Dwayne is determined to infect his team
0:24:41 > 0:24:45with his enthusiasm and success, and is running a sales masterclass.
0:24:45 > 0:24:49Working in a call centre is quite a monotonous job, you know?
0:24:49 > 0:24:52They're coming in, doing exactly the same thing every single day.
0:24:52 > 0:24:55So getting up for something, it's quite difficult.
0:24:55 > 0:24:58You know, motivating yourself to come in to work,
0:24:58 > 0:25:00and do the same thing over and over and over again
0:25:00 > 0:25:03can be a difficult thing.
0:25:03 > 0:25:07One of the first to sign up is 17-year-old school-leaver Aiden,
0:25:07 > 0:25:11who, like many new starters, has been struggling to hit targets.
0:25:12 > 0:25:14I was only hitting, like, one or two a day.
0:25:14 > 0:25:17People around me were doing six and it made me feel a bit down.
0:25:17 > 0:25:18I was having a bit of trouble cos,
0:25:18 > 0:25:20even though I know what I was talking about,
0:25:20 > 0:25:22I was having trouble trying to sell to people.
0:25:22 > 0:25:26That's where I was going wrong, really. They just didn't want it off me.
0:25:26 > 0:25:29But he thinks he has what it takes to turn it around.
0:25:29 > 0:25:33You need confidence to sell, otherwise you'll not go anywhere.
0:25:33 > 0:25:35What's happening guys? All good? Do you want to come in, yeah?
0:25:35 > 0:25:37Do you want to come in, yeah?
0:25:39 > 0:25:40Yeah, I see it as a career.
0:25:40 > 0:25:43I mean, you get promotions. You can go up in the career.
0:25:43 > 0:25:45You know, you start off in sales, but in a year's time
0:25:45 > 0:25:48you could be doing something better than what you're doing now.
0:25:48 > 0:25:50But, yeah, I can see myself staying here for a while.
0:25:50 > 0:25:52Sales is all in the head.
0:25:52 > 0:25:55Now, I tell you something, when I was on the phones, right?
0:25:55 > 0:25:58This was my big desk, yeah? You guys aren't here right now.
0:25:58 > 0:26:01I had my own massive desk, computer,
0:26:01 > 0:26:04I had my own sexy secretary bringing me tea and coffee.
0:26:04 > 0:26:06This was all in my head, crazy as it sounds, right?
0:26:06 > 0:26:10But I was the big daddy. Yeah? I was the man.
0:26:10 > 0:26:14And every single person I was phoning, I was helping.
0:26:14 > 0:26:17All right? And that was my mindset.
0:26:17 > 0:26:20And if you guys can have that mindset when in sales,
0:26:20 > 0:26:22you'll do a hell of a lot better, I guarantee you.
0:26:22 > 0:26:24You are the grant advisor.
0:26:24 > 0:26:28You're the big daddy. You are. You're helping people.
0:26:28 > 0:26:32But before big daddies can help others,
0:26:32 > 0:26:34they need to help themselves.
0:26:34 > 0:26:40Now, when I was on the phones, my goal was to make enough commission
0:26:40 > 0:26:42so I could buy my Audi A3, cash.
0:26:43 > 0:26:45Serious. Did you?
0:26:45 > 0:26:48That was my goal. I've got an Audi A3.
0:26:48 > 0:26:51All right? That was my goal.
0:26:51 > 0:26:55But it wasn't just a goal up there. I had a visual of it.
0:26:55 > 0:26:59Right next to my PC, I had my Audi A3 ` bang.
0:27:00 > 0:27:02Right there, staring at me all day.
0:27:02 > 0:27:06Swear to goodness. Have yourself a visual. Yeah?
0:27:06 > 0:27:08Aiden, what do you want? To move to New York.
0:27:08 > 0:27:11You're moving to New York? No, I want to go and live there.
0:27:11 > 0:27:14There we are, so you have New York up in front of you.
0:27:14 > 0:27:16Yeah?
0:27:16 > 0:27:19Seriously, I tell you what, you'll work harder to get towards it.
0:27:19 > 0:27:21I'm saving for something myself.
0:27:21 > 0:27:23And I've changed my password to get into the system,
0:27:23 > 0:27:25is that thing that I'm saving for.
0:27:25 > 0:27:27So I think about it every single time I log on.
0:27:27 > 0:27:31Every single time, yeah. Brilliant, brilliant. Results.
0:27:31 > 0:27:32But for Dwayne,
0:27:32 > 0:27:36the key to closing any deal is a passionate opening pitch.
0:27:36 > 0:27:37Aiden, give me your introduction.
0:27:37 > 0:27:40Hi there, it's Aiden calling from Nationwide Energy.
0:27:40 > 0:27:42I'm the local grants advisor for the SA5 area.
0:27:42 > 0:27:46I'm just calling today about the grants that you're entitled to
0:27:46 > 0:27:48for home insulation. Are you still living at that address?
0:27:50 > 0:27:52Would you buy from yourself?
0:27:52 > 0:27:55Would you buy from yourself?
0:27:55 > 0:27:57Would you buy loft and cavity wall insulation from yourself?
0:27:59 > 0:28:00No.
0:28:00 > 0:28:02My introduction has always been a problem in my calls.
0:28:02 > 0:28:05And he noticed that when he's looking back.
0:28:05 > 0:28:08I'll need to be more confident, obviously, otherwise I won't sell.
0:28:08 > 0:28:10And if I don't sell, then who knows what's going to happen?
0:28:10 > 0:28:15But I'm very thankful he gave us that today, those tips and tricks.
0:28:15 > 0:28:17All good, guys? All good.
0:28:17 > 0:28:19Brilliant stuff, thank you very much.
0:28:19 > 0:28:21'I need people on the sales floor
0:28:21 > 0:28:23'that are going to be trying their heart out.'
0:28:23 > 0:28:27It is a business, you know, and it's a results-run game,
0:28:27 > 0:28:31at the end of the day. So, not easy.
0:28:35 > 0:28:39It's three days into Nev's quit smoking campaign.
0:28:39 > 0:28:43For 18-year-old Tamara, who's worked at the call centre for six months,
0:28:43 > 0:28:46it's not going very well.
0:28:46 > 0:28:49Wait for Chelsea now, and have a nice sneaky fag.
0:28:51 > 0:28:54Everyone gives it the big one, "Oh, I'm going to quit, la-la-la."
0:28:54 > 0:28:57And they're like, "Oh, I haven't smoked for this long."
0:28:57 > 0:28:59And I'm thinking, "Yeah, but we're not with you 24-7.
0:28:59 > 0:29:01"We don't know, you could be lying."
0:29:01 > 0:29:05So everyone has a sneaky fag, I don't care what anyone says.
0:29:05 > 0:29:06Hello? What are we doing now?
0:29:06 > 0:29:09Have a fag.
0:29:10 > 0:29:14Tamara is heading into work with her friend Chelsea,
0:29:14 > 0:29:17who is also struggling to quit.
0:29:17 > 0:29:20Hello. Hiya, love. All right? Not smoking today?
0:29:20 > 0:29:22Well, we'll soon fucking see!
0:29:22 > 0:29:24THEY LAUGH
0:29:25 > 0:29:26All right? Oh, fuck-a-duck.
0:29:30 > 0:29:32Are you single, Tamara? Yeah, are you?
0:29:32 > 0:29:36Yeah, I am. I think I am going to be for the rest of my life. And me!
0:29:36 > 0:29:39I think boys who smoke is all right. But boys who don't smoke...
0:29:39 > 0:29:43See, I smoke myself, and I'd never go out with a boy that smoked.
0:29:43 > 0:29:46Wouldn't you? No, only cos of the smell of it.
0:29:46 > 0:29:49Yeah, yeah. I know that myself, because I smell exactly the same.
0:29:49 > 0:29:52But I would never. Only because their teeth go yellow and stuff.
0:29:52 > 0:29:55Like, I'm lucky my teeth aren't yellow yet.
0:29:55 > 0:29:57I'll take anything that comes my way, to be honest
0:29:57 > 0:30:00I think I'm literally just going to need, like,
0:30:00 > 0:30:02some form of sperm donor to have a baby.
0:30:02 > 0:30:04That probably could be why, mind, cos we smoke.
0:30:04 > 0:30:06That's why we ain't got a boyfriend.
0:30:06 > 0:30:08Because I don't think boys like girls who smoke.
0:30:08 > 0:30:10Their breath smells. Especially if they don't smoke themselves.
0:30:10 > 0:30:12Breath smelling, clothes smelling.
0:30:12 > 0:30:15Boys who don't smoke don't like girls...
0:30:15 > 0:30:18What the fuck is he doing? Wanker!
0:30:19 > 0:30:20Fuckin' hell.
0:30:23 > 0:30:27One smoker doing better than Chelsea and Tamara at giving up
0:30:27 > 0:30:29is 20-year-old Rachel.
0:30:29 > 0:30:31I can't do it. I'm on a diet as well, mind.
0:30:31 > 0:30:33I've got fucking shakes in my bag.
0:30:33 > 0:30:36It's taking on too much. Way too much.
0:30:36 > 0:30:40I don't think it's the nicotine that I'm addicted to.
0:30:40 > 0:30:45I know it doesn't really make sense, but it's more...my hands.
0:30:45 > 0:30:46Like keeping busy.
0:30:46 > 0:30:49That's what I miss the most, having something in my mouth.
0:30:49 > 0:30:52Oh, my God, that sounds so wrong.
0:30:52 > 0:30:54Rachel has turned to a battery-powered device
0:30:54 > 0:30:59to satisfy her cravings ` the electric cigarette.
0:30:59 > 0:31:01But her supply has run dry.
0:31:01 > 0:31:03I'm going to find Joe.
0:31:04 > 0:31:07Basically, Joe's coming in now, apparently,
0:31:07 > 0:31:10with electric fags for me, so I don't smoke real fags.
0:31:10 > 0:31:13But the problem is he's not here yet.
0:31:13 > 0:31:15And I'm gasping and I'm going to kill someone.
0:31:15 > 0:31:19It's 2:15. If he's not here by 2:30 then shit's going to hit the fan.
0:31:19 > 0:31:21Honestly, it is.
0:31:22 > 0:31:26Somebody find him, please. Before I kill somebody.
0:31:26 > 0:31:29I need to find Joe, I really need a fag.
0:31:30 > 0:31:32What do you want off Joe?
0:31:32 > 0:31:34He's got electric fags and I am fucking gasping.
0:31:34 > 0:31:36I'm going to kill someone.
0:31:36 > 0:31:39Chill out. You shouldn't be smoking in the first place.
0:31:39 > 0:31:42Oh, Scott, do me a favour now and just go fuck yourself. Seriously.
0:31:42 > 0:31:44You shouldn't be smoking in the first place.
0:31:44 > 0:31:47Bad for you, bad for your skin, everything. Shouldn't be smoking.
0:31:47 > 0:31:49There we are, then. You shouldn't be smoking.
0:31:49 > 0:31:51Oh, there we are, Scott. Fuck off.
0:31:52 > 0:31:57Just in the nick of time, electric-fag Joe finally arrives.
0:31:57 > 0:32:00Thank fuck for that.
0:32:00 > 0:32:03Right, sort me out now, come on. 40? 40, yeah.
0:32:03 > 0:32:05Right. Brilliant.
0:32:05 > 0:32:07Oh, my God, you've just saved my life.
0:32:10 > 0:32:12PHONE RINGTONE
0:32:15 > 0:32:19'Hello?' Oh, hello, is this Miss Edmonds?
0:32:19 > 0:32:24'No.' I do apologise, sorry. 'All right.' Bye.
0:32:26 > 0:32:28I hope they can't hear me smoking on the phone.
0:32:37 > 0:32:41The call centre's biggest contract has less than a week to run.
0:32:41 > 0:32:43With no replacement in sight,
0:32:43 > 0:32:47Nev has found himself having to think the unthinkable.
0:32:47 > 0:32:51I've never had to call a retreat. We've never laid people off.
0:32:51 > 0:32:56We've always pressed on, and pressed on and kept on recruiting.
0:32:56 > 0:33:00So unless I get some good, positive words from some party,
0:33:00 > 0:33:04then we may have to cut back,
0:33:04 > 0:33:08which will be bad news and will hurt immensely.
0:33:11 > 0:33:13Having reviewed the figures,
0:33:13 > 0:33:15Nev is astonished by the poor performance levels
0:33:15 > 0:33:17of some of his sales staff.
0:33:17 > 0:33:21And he's holding his senior management team responsible.
0:33:21 > 0:33:25This is a bit about the glue between departments.
0:33:25 > 0:33:27Cos it ain't fucking happening.
0:33:27 > 0:33:31You have been slack, as managers.
0:33:31 > 0:33:34How long have we been doing this?
0:33:34 > 0:33:35Two weeks.
0:33:35 > 0:33:39Bollocks. There are part-timers, one sale in seven weeks.
0:33:39 > 0:33:42Why the hell is she still here? Who hasn't picked that up?
0:33:42 > 0:33:46I'm not paying all those people out there not to sell ANYTHING.
0:33:46 > 0:33:50You know, if it was close to a break even, losing a little bit...
0:33:50 > 0:33:52But that's losing hand over fist.
0:33:52 > 0:33:54What on earth is going on?
0:34:00 > 0:34:04The staff at the call centre are still blissfully unaware
0:34:04 > 0:34:07about the upheavals going on behind the scenes.
0:34:07 > 0:34:12Who would you...ideally be with?
0:34:12 > 0:34:14Someone with money, someone with a nice car,
0:34:14 > 0:34:16someone who's on steroids
0:34:16 > 0:34:18and someone who's got sleeves of tattoos.
0:34:20 > 0:34:21And I'm a happy lady.
0:34:21 > 0:34:26What exactly is attractive about him? His tattoos, God damn it.
0:34:26 > 0:34:28Look at his sneering face.
0:34:28 > 0:34:30He needs to boot her out, let me sit there.
0:34:30 > 0:34:31Actually, you would make a good couple.
0:34:31 > 0:34:33Just without them kids sitting round.
0:34:33 > 0:34:35You'd have ugly babies though. Are you real? Mm.
0:34:35 > 0:34:37I'd have beautiful babies.
0:34:37 > 0:34:39My babies aren't going to be ginger either,
0:34:39 > 0:34:41that's the good thing about it.
0:34:41 > 0:34:46Sneering, bald versions of you. Just shut up! Just shut up.
0:34:46 > 0:34:48What you reading?
0:34:48 > 0:34:51I'm just reading some interesting facts about dementia.
0:34:51 > 0:34:54I've definitely got it, I have.
0:34:54 > 0:34:56Is it in there, yeah? It's in there.
0:34:56 > 0:34:58I think I've got amnesia.
0:34:58 > 0:35:01You've got amnesia? You sure you're not just thick?
0:35:01 > 0:35:03It's about a refund you should be entitled to
0:35:03 > 0:35:07for payment protection insurance. Do you know what I'm...?
0:35:07 > 0:35:09Well, have you already had your money back then, yeah?
0:35:11 > 0:35:13You're what? You're old?
0:35:17 > 0:35:22Call centre agents Chloe and Corey have been now dating for a month
0:35:22 > 0:35:25and they're planning to take things to the next level.
0:35:25 > 0:35:27Like, we're getting on really good.
0:35:27 > 0:35:30He's meant to be moving in for a week.
0:35:30 > 0:35:33When? Next week, I think.
0:35:33 > 0:35:36Oh, my God, Chlo. Really?
0:35:36 > 0:35:37Yeah, just to see how it goes.
0:35:37 > 0:35:39Yeah.
0:35:39 > 0:35:42I just think, at the end of the day,
0:35:42 > 0:35:45it's easier for both of us if we split the rent and stuff.
0:35:45 > 0:35:48I'm living in this dump, and it's doing my head in.
0:35:48 > 0:35:51I don't even have hot water in my shower at the moment.
0:35:51 > 0:35:54So, the only thing I can see out of it is give it a go
0:35:54 > 0:35:56and if it works out, it works out.
0:35:56 > 0:35:59If it doesn't, it doesn't work out. You know?
0:35:59 > 0:36:02You know, you do fancy him though, don't you? A little bit.
0:36:02 > 0:36:05I think he's gorgeous. But you know, he's a lot...
0:36:05 > 0:36:08He's not a lot younger than me, but I'm used to older people.
0:36:08 > 0:36:10Yeah. Is he mature, though?
0:36:10 > 0:36:13Um...in some ways, yeah. In some ways, no.
0:36:13 > 0:36:15Yeah. Maybe you need that time together
0:36:15 > 0:36:18to realise if you do like each other.
0:36:18 > 0:36:21It's like they say, make or break. Like on holiday and stuff.
0:36:21 > 0:36:23And we did go away the weekend, didn't we, to Alton Towers?
0:36:23 > 0:36:27Yeah. And we did argue quite a bit.
0:36:27 > 0:36:30Really? Yeah. Oh, my God.
0:36:30 > 0:36:32Did anything happen though? Did you give him a kiss?
0:36:32 > 0:36:36No. No? Oh, God. Did he ask for one?
0:36:36 > 0:36:39Yeah. Oh, my God. Like proper try it on?
0:36:39 > 0:36:41Yeah. Oh, Chlo.
0:36:41 > 0:36:44She's got a thing about not sleeping with boys on the first night,
0:36:44 > 0:36:46and stuff like that.
0:36:46 > 0:36:48It's up to her really, innit? I don't judge anybody.
0:36:48 > 0:36:51You know, you can sleep with someone on the first night.
0:36:51 > 0:36:52I mean, I do it all the time.
0:36:52 > 0:36:55I've got to be honest with you, I'll sleep with a girl once
0:36:55 > 0:36:57and I won't speak to her again, but that's just me.
0:36:57 > 0:36:59I don't think there's anything wrong with that.
0:36:59 > 0:37:02He's a really nice person, isn't he? Too nice?
0:37:02 > 0:37:05No, he's really nice, Chlo. I think he's lovely, I do.
0:37:05 > 0:37:12I've never been in love. I mean, I don't really go for love, usually.
0:37:12 > 0:37:14I mean, I'm so focused on myself,
0:37:14 > 0:37:17I don't really have time for anybody else, do you know what I mean?
0:37:17 > 0:37:20We're just taking each day as it comes, really.
0:37:20 > 0:37:22Cos I'm up and down all the time anyway, ain't I?
0:37:22 > 0:37:24I change my mind like the weather.
0:37:24 > 0:37:26There we are, hair's done for you, babe.
0:37:26 > 0:37:28Let's have a look.
0:37:28 > 0:37:31Aw, it's nice. Thank you.
0:37:31 > 0:37:33Oh, it's lovely, Chlo. Really nice. Yeah.
0:37:45 > 0:37:48It's the final day of Nev's quit smoking campaign.
0:37:48 > 0:37:52Having promised a tenner to anyone who survives six days
0:37:52 > 0:37:55without a sneaksy, he's taking it seriously.
0:37:55 > 0:37:58And for any cheats, fag butt collection beckons.
0:38:03 > 0:38:05We're well into the experiment.
0:38:05 > 0:38:08There are the odd people who have had the sneaksy.
0:38:08 > 0:38:12And we're going to weasel them out.
0:38:12 > 0:38:14Let's go get 'em.
0:38:14 > 0:38:17Rachel, who has relied on electric cigarettes
0:38:17 > 0:38:21to satisfy her cravings, isn't impressed by Chelsea...
0:38:21 > 0:38:22Naughty girl.
0:38:22 > 0:38:25..who has preferred to stick with the real thing.
0:38:25 > 0:38:28She's smoking, she's cheating, she's having a sneaksy.
0:38:30 > 0:38:32It's the weekend, I need a fag.
0:38:32 > 0:38:34I'm just stressed out.
0:38:35 > 0:38:38I've only had one today. This is my second one.
0:38:38 > 0:38:40Right.
0:38:40 > 0:38:43Nev plans to sniff out any rule-breakers,
0:38:43 > 0:38:45using a hi-tech device
0:38:45 > 0:38:48which measures the carbon monoxide levels in the breath.
0:38:48 > 0:38:50Breathe in.
0:38:50 > 0:38:52Blow like hell!
0:38:52 > 0:38:54But, to confirm the machine's reading,
0:38:54 > 0:38:57Nev relies on a more old-fashioned method.
0:38:57 > 0:38:59Give me your fingers.
0:39:01 > 0:39:03They smell fine. And the other one.
0:39:05 > 0:39:08Well, science has proven that the finger-sniffing test
0:39:08 > 0:39:11is definitely the way to go, and I don't know why the NHS don't adopt it
0:39:11 > 0:39:14as a method of seeing if people have given up.
0:39:14 > 0:39:17Blow like hell, George. Blow!
0:39:17 > 0:39:19Oh, it's just melted.
0:39:19 > 0:39:24Oh, it's straight up to six, straight up to ten! Ten!
0:39:24 > 0:39:2711! It's gone red, it's curled up and died!
0:39:27 > 0:39:3113! You cheating bastard!
0:39:31 > 0:39:32George!
0:39:34 > 0:39:38Chain-smoking Chelsea is hiding her stinky fingers in the smokers' hut.
0:39:39 > 0:39:42The first day I was OK.
0:39:42 > 0:39:46The second day, OK-ish, but not nowhere near.
0:39:46 > 0:39:49And then, after that, crap. Awful.
0:39:49 > 0:39:52I was having, like... I was better than I used to smoke.
0:39:52 > 0:39:54I was on, like, five a day.
0:39:54 > 0:39:57But then I just couldn't hack it.
0:39:57 > 0:40:00I just couldn't do it, because I was dieting as well and I was hungry.
0:40:00 > 0:40:02I was in a mood anyway cos I was hungry
0:40:02 > 0:40:04and everybody was eating chocolate next to me,
0:40:04 > 0:40:06somebody was eating crisps next to me.
0:40:06 > 0:40:07And me with my bowl of salad.
0:40:07 > 0:40:09And I was just thinking, "Oh, my God, get me out of here.
0:40:09 > 0:40:12"I need a fag or something before I go mad."
0:40:12 > 0:40:14So that's why I weren't sticking to it.
0:40:14 > 0:40:16And now I'm back smoking normal.
0:40:17 > 0:40:21In fact, only a handful succeed in pocketing Nev's tenner.
0:40:23 > 0:40:24Did you blow?
0:40:24 > 0:40:25One, thank you.
0:40:25 > 0:40:27You didn't blow anything.
0:40:29 > 0:40:34All right I lied. Here you are, you can have your thing.
0:40:34 > 0:40:37Last up is electric cigarette-smoking Rachel
0:40:37 > 0:40:40who should have no problem passing the test.
0:40:42 > 0:40:44NEV LAUGHS
0:40:44 > 0:40:47Ten, 11, 11!
0:40:47 > 0:40:49It's not as bad as George, it's not as bad as George,
0:40:49 > 0:40:52but it's pretty gruesome. It's pretty gruesome.
0:40:52 > 0:40:55Come on, we're on. We're on fag butts.
0:40:55 > 0:40:59Rachel it seems, has in fact been sneaking real fags
0:40:59 > 0:41:04on top of the electric one, so there's no escaping the Marigolds.
0:41:07 > 0:41:12Let's have a pair of Marigolds, Marigold, the last,
0:41:12 > 0:41:14the very last pair of Marigolds for you.
0:41:14 > 0:41:18OK, you can see by my face, you know, I'm gutted.
0:41:18 > 0:41:20They don't fit my hands, sorry.
0:41:20 > 0:41:23Bag, hang on, Phil. Bag, bag.
0:41:26 > 0:41:29I know. The thing is, if I bend down, my knickers will fall down
0:41:29 > 0:41:33and then everyone will see my ass, not that anyone wants to see my ass.
0:41:33 > 0:41:36I tell you what, why don't we just fucking sit down
0:41:36 > 0:41:38and then just reach around or something?
0:41:38 > 0:41:41I am gutted that I don't have to give them a tenner,
0:41:41 > 0:41:43that I'm here to supervise fag butt picking up
0:41:43 > 0:41:46but it's a tough job, but somebody has got to do it.
0:41:48 > 0:41:50Just chuck it. Go on, just go.
0:41:50 > 0:41:52Tip it in! Get that open.
0:41:54 > 0:41:56Oh, my life, ohhhh.
0:41:58 > 0:42:01Don't stop, it's not over until the fat lady sings, come on!
0:42:01 > 0:42:05We're singing now, it's over. That's it then, is it? Yeah.
0:42:08 > 0:42:10Look at that. Can I join in?
0:42:10 > 0:42:14I was off duty, I was on the way out for a fag. Can I have a fag with it?
0:42:14 > 0:42:17Well, it's up to you, you've done now, you've done your penance.
0:42:17 > 0:42:21I think we've done pretty well. Oh, this is crap.
0:42:21 > 0:42:24Hide, hide. It's not even a sneaksy now.
0:42:24 > 0:42:26It's not as if I flat-out love fags, like, innit?
0:42:26 > 0:42:30I just do it on occasions, like now.
0:42:30 > 0:42:33You know it was very interesting to see the two smokers
0:42:33 > 0:42:37right at the end light up, no willpower whatsoever,
0:42:37 > 0:42:41but there we are. I mean, even if two people give up,
0:42:41 > 0:42:43then it's been a worthwhile exercise.
0:42:43 > 0:42:47Jesus Christ, I'm freezing, I'm proper shivering.
0:42:47 > 0:42:49I'm telling you, I'll be off tomorrow with hypothermia.
0:42:59 > 0:43:01Nev has spent the last few weeks belt tightening
0:43:01 > 0:43:05and trying unsuccessfully to secure new business.
0:43:05 > 0:43:07It was always looming on the horizon,
0:43:07 > 0:43:13but we knew that the grant was coming to an end.
0:43:13 > 0:43:17We kept it going as long as we can.
0:43:17 > 0:43:19It finishes tomorrow.
0:43:21 > 0:43:24Today he has called a meeting with his deputy Ben
0:43:24 > 0:43:29and Simon from HR, to discuss the only option that remains.
0:43:29 > 0:43:32We've got to cut back.
0:43:32 > 0:43:33Yeah. Tough time.
0:43:33 > 0:43:36If I'm honest, the way the business has been run
0:43:36 > 0:43:38over the last four years, really,
0:43:38 > 0:43:41we've given a lot of people more than enough opportunity
0:43:41 > 0:43:45to perform, probably more so than any other, you know, call centre
0:43:45 > 0:43:48but obviously now is a time to tighten up and make sure that
0:43:48 > 0:43:51we're able to hit the sales figures that we need to per head.
0:43:51 > 0:43:55Yeah, the bottom line is we are a sales organisation,
0:43:55 > 0:43:58we are a business and we have to perform, we get paid by results,
0:43:58 > 0:44:00the same as any other business.
0:44:00 > 0:44:02So, tough decision.
0:44:05 > 0:44:07We are going to be letting go of a lot of people,
0:44:07 > 0:44:12that in a year's time would have been very good sales people,
0:44:12 > 0:44:16and, you know, it's...
0:44:16 > 0:44:20There's families involved, you know, some of them have partners...
0:44:20 > 0:44:24It...it's shit.
0:44:32 > 0:44:35I'm aching from ice skating.
0:44:35 > 0:44:40So my legs are hurting so I need to just sit down,
0:44:40 > 0:44:44so, I can use my trolley and sit down, can't I?
0:44:45 > 0:44:47Yeah, I'll bring squash now.
0:44:48 > 0:44:52It's December, but with no idea what Nev is planning,
0:44:52 > 0:44:54all the talk on the sales floor
0:44:54 > 0:44:58is about what they'll be buying each other for Christmas.
0:44:58 > 0:45:03I'm going to get Paul lube, Vaseline.
0:45:03 > 0:45:06I don't think he'll find it funny. Tough, he'll have to find it funny.
0:45:06 > 0:45:09It's my joke, so I'll find it funny even if he doesn't.
0:45:09 > 0:45:11You know the thing you get?
0:45:11 > 0:45:14That gel that tickles your... SHE WHISTLES
0:45:14 > 0:45:15That's what I'm getting.
0:45:15 > 0:45:18Have you tried it before? No, I haven't.
0:45:18 > 0:45:21Maybe it should come with instructions
0:45:21 > 0:45:23in case he doesn't know what to do.
0:45:24 > 0:45:28This is what I bought my friend for Christmas.
0:45:28 > 0:45:32I got it from Ann Summers the other day and, well,
0:45:32 > 0:45:36she can do what she wants with it. But you can't put it up your bum.
0:45:36 > 0:45:40It's not allowed cos it's not for anal consumption or something.
0:45:40 > 0:45:42And it's waterproof as well.
0:45:42 > 0:45:45And... And I'm going to wrap it up for her.
0:45:45 > 0:45:47I'll put it in a box and wrap it up
0:45:47 > 0:45:50and I'm going to write on it, "Merry Jizz-mas."
0:45:51 > 0:45:55She's got her foof pierced. Why don't you buy her different rings?
0:45:55 > 0:45:57That's fucking disgusting.
0:45:57 > 0:45:58Well, she has.
0:45:58 > 0:46:00No. That's just weird.
0:46:00 > 0:46:05"Oh, yeah, Merry Christmas, here's a foof ring." No.
0:46:05 > 0:46:08I just can't do it. Like, it's too far.
0:46:10 > 0:46:13Hello, you're through to Nationwide Energy, Chelsea speaking, how can I help?
0:46:16 > 0:46:20Corey and Chloe have put their plans to move in together on hold.
0:46:20 > 0:46:25It seems their relationship may have hit rocky ground.
0:46:25 > 0:46:27Are you going to get her something for Christmas?
0:46:27 > 0:46:30What? Are you going to get her anything for Christmas?
0:46:30 > 0:46:32Er, I probably will, I don't know what I'll get her. You haven't
0:46:32 > 0:46:35thought yet? I don't know, I don't know if I will, it depends if
0:46:35 > 0:46:38I'm speaking to her by then. What do you mean you don't know if you will?
0:46:38 > 0:46:42I'm not buying it just in case I don't speak to her by then.
0:46:42 > 0:46:45You've got to buy her something, you can't not get her anything.
0:46:46 > 0:46:50If I'm going to buy her something, it'll be like two days before.
0:46:50 > 0:46:52Last-minute shopping, is it?
0:46:52 > 0:46:54Yeah, otherwise she's not having anything.
0:46:54 > 0:46:57Shaun has had a Christmas present come early.
0:47:00 > 0:47:02Hello. You all right?
0:47:02 > 0:47:03You OK? Yeah. How are you?
0:47:03 > 0:47:07He impressed at his rugby trial and they're keen to take a second look.
0:47:07 > 0:47:10Oh, my God, well done! Thank you, babe.
0:47:10 > 0:47:14Oh! So going off, you, up into stardom?
0:47:14 > 0:47:16Maybe, hopefully now.
0:47:16 > 0:47:18There we are. Keep your head down now,
0:47:18 > 0:47:19play the way you are. Oh, well done.
0:47:19 > 0:47:22Thank you. Well done, I'm really proud of you.
0:47:22 > 0:47:24So what does this mean, have you got a...?
0:47:24 > 0:47:27Just need to wait now for a phone call
0:47:27 > 0:47:30and, er, we'll see where we go from there. That's it? Yeah.
0:47:30 > 0:47:33Don't forget me now, when you get all big and famous.
0:47:33 > 0:47:36No, I won't. Otherwise I'll kick you in the nuts.
0:47:38 > 0:47:41All right, babe, well done. Thank you.
0:47:41 > 0:47:44I'll speak to you later. Bye!
0:47:44 > 0:47:48It's going to be quite a juggling act, it's a big opportunity.
0:47:48 > 0:47:51I've been working for this for the last three to four years now
0:47:51 > 0:47:54and it's kind of come to a loggerhead now, this big moment,
0:47:54 > 0:47:58it's my time to shine and hopefully I'll be able to perform on stage.
0:48:06 > 0:48:09It's four years since Nev opened his doors for business.
0:48:09 > 0:48:13Now, after weeks of trying but failing to clinch
0:48:13 > 0:48:18a cash-generating deal, Nev faces the day he'd hoped would never come.
0:48:18 > 0:48:21It is bad news, you know,
0:48:21 > 0:48:25if you've got to see somebody that you've known and loved for a while
0:48:25 > 0:48:29and all of a suddenly they haven't got a job, um, you know,
0:48:29 > 0:48:32they've got to feed themselves and possibly their families.
0:48:32 > 0:48:35So, you know, to cut back it is...
0:48:35 > 0:48:39It's going to hurt, it's going to hurt a lot.
0:48:39 > 0:48:42It's call centre manager Thorpey's job to tell the staff
0:48:42 > 0:48:45that their services are no longer required.
0:48:45 > 0:48:48We've been putting together a list, if you like,
0:48:48 > 0:48:54of names of people who will no longer stay in the company.
0:48:54 > 0:48:56Just gutted.
0:48:58 > 0:49:02As more and more people are pulled in for the dreaded chat,
0:49:02 > 0:49:04uneasiness on the floor grows.
0:49:04 > 0:49:07I'm not too sure what's going on, to be honest.
0:49:07 > 0:49:10People are obviously being asked to come off the phones, er...
0:49:10 > 0:49:14I don't know, really, to go and speak, I don't know where
0:49:14 > 0:49:17they've disappeared to, but they haven't come back
0:49:17 > 0:49:20so I'm guessing they've been let go or something, I'm not too sure.
0:49:22 > 0:49:26Everybody's walking out, like, where they've been sacked.
0:49:27 > 0:49:30Smoker Rachel hopes her prolonged fag breaks
0:49:30 > 0:49:33haven't put her in the firing line.
0:49:33 > 0:49:37When people are going, it's the worst thing ever.
0:49:37 > 0:49:40Honestly, you're sitting there and your heart is going,
0:49:40 > 0:49:43but you know that you're doing well, and you know what you're doing
0:49:43 > 0:49:46is right and then you see one of them walk past
0:49:46 > 0:49:48and you think, "Go past me, go past me, don't stop, don't stop,"
0:49:48 > 0:49:51and honestly, it was scary, you know.
0:49:51 > 0:49:55People are just getting up and going, it was mad.
0:49:55 > 0:49:57It was, it was really upsetting, actually.
0:49:57 > 0:50:00It's always a very difficult thing to do,
0:50:00 > 0:50:04but I justify it to myself in that it has to be done.
0:50:04 > 0:50:07It really has to be done,
0:50:07 > 0:50:10so you can't get too emotionally attached with it,
0:50:10 > 0:50:13and you have to be realistic about it,
0:50:13 > 0:50:16in that if we don't do it,
0:50:16 > 0:50:20then everyone in the call centre, everyone's job is in jeopardy.
0:50:25 > 0:50:30Unfortunately, 17-year-old Aiden wasn't able to improve his sales
0:50:30 > 0:50:32and is one of the agents being let go.
0:50:32 > 0:50:36Aiden was an unfortunate case, really.
0:50:36 > 0:50:37I mean, he's only a young boy,
0:50:37 > 0:50:4017 years old, first proper job that he's had.
0:50:40 > 0:50:42I asked him a question in the training,
0:50:42 > 0:50:46whether he'd actually buy loft and cavity wall insulation from himself.
0:50:46 > 0:50:49He answered no, you know,
0:50:49 > 0:50:53so unfortunately a hell of a nice guy, a young boy,
0:50:53 > 0:50:56really wanted to do well, but it wasn't his environment.
0:50:58 > 0:51:00You know, we tried.
0:51:01 > 0:51:05My role isn't necessarily to be liked in the call centre,
0:51:05 > 0:51:08but just to give you an indication, you know,
0:51:08 > 0:51:11everyone we've spoken to this morning has totally understood it.
0:51:11 > 0:51:15I'm fucking gobsmacked. Sorry. I am fucking gobsmacked.
0:51:15 > 0:51:17This guy is good at what he does.
0:51:20 > 0:51:22And Shaun's success on the rugby pitch
0:51:22 > 0:51:24wasn't replicated on the sales floor.
0:51:24 > 0:51:27My sales, I think it's a target of five a week
0:51:27 > 0:51:31and obviously I was just coming below that with fours or threes,
0:51:31 > 0:51:34so probably that's why they've had to let me go.
0:51:34 > 0:51:36A bit disappointed, really.
0:51:36 > 0:51:38Obviously, it's not nice for anybody to be laid off,
0:51:38 > 0:51:40but now obviously I just got to get up
0:51:40 > 0:51:44and get on with it and be positive about it rather than negative.
0:51:44 > 0:51:47Fortunately, I have still got my job,
0:51:47 > 0:51:51but I felt really sorry for him because, you know, he's obviously
0:51:51 > 0:51:56working hard with his rugby career as well, and obviously
0:51:56 > 0:51:59then coming into work and having to do a sales job,
0:51:59 > 0:52:03it's tough, but unfortunately he lost his job, I'm gutted for him.
0:52:05 > 0:52:07Poor Shaun.
0:52:07 > 0:52:11On the scale of one to shit, it's shit, you know.
0:52:11 > 0:52:15To get rid of people hurts, you know?
0:52:16 > 0:52:20You know, I look after the people that work here.
0:52:20 > 0:52:23It isn't just, you know, do it or bugger off.
0:52:23 > 0:52:26We've encouraged them, we've trained them.
0:52:26 > 0:52:29There's been at least three months' worth of encouragement
0:52:29 > 0:52:31and training gone into these people.
0:52:31 > 0:52:34I know everyone, I go around everyone,
0:52:34 > 0:52:37and there was like five people sacked from the sales floor.
0:52:37 > 0:52:39Five people sacked from admin,
0:52:39 > 0:52:41five people sacked from customer services.
0:52:41 > 0:52:45I go around everyone, I knew a few people had been sacked
0:52:45 > 0:52:48and I was like, "Oh!" It was sad, like, you see them every day
0:52:48 > 0:52:51and I didn't get to say goodbye to them, like,
0:52:51 > 0:52:55and that is sad, and I did lose a few good mates, you know.
0:52:55 > 0:52:59Mates that I'd have banter with, mates that I'd look forward
0:52:59 > 0:53:01to seeing them on a Monday and having a chat to.
0:53:01 > 0:53:04You know, it's horrible when anyone gets sacked, innit?
0:53:07 > 0:53:10And yet another casualty of the cuts is body builder Corey
0:53:10 > 0:53:14who was unable to lift his sales.
0:53:14 > 0:53:17We had to let Corey go.
0:53:17 > 0:53:20Ultimately, all it boils down to is if people aren't selling,
0:53:20 > 0:53:22they're not going stay in a sales company.
0:53:22 > 0:53:24It's as simple as that.
0:53:25 > 0:53:27Obviously, it was a big deal, because I lost my job
0:53:27 > 0:53:29and I didn't have anything else to do, but you know,
0:53:29 > 0:53:31everything works out in the end,
0:53:31 > 0:53:33you just have to find something else at the end of the day
0:53:33 > 0:53:36and I don't really want to work in a call centre my whole life.
0:53:36 > 0:53:42Maybe Corey concentrated on other aspects of his life
0:53:42 > 0:53:44and not his sales technique.
0:53:44 > 0:53:48This doesn't really matter to me. Life goes on.
0:53:49 > 0:53:52While Corey's job may have ended in the sack,
0:53:52 > 0:53:55the same can't be said of his relationship with Chloe.
0:53:55 > 0:53:59I'm not in touch with Corey at all.
0:53:59 > 0:54:01We've just, like, drifted apart.
0:54:01 > 0:54:05The plan was we were going to move in together at one point
0:54:05 > 0:54:09but it just didn't work out so we didn't bother moving in together.
0:54:09 > 0:54:12I don't think I could stand living with that girl, to be honest.
0:54:12 > 0:54:16I'm just going to enjoy with the girls and maybe go on holiday,
0:54:16 > 0:54:20have a girlie holiday and just go out and enjoy really,
0:54:20 > 0:54:23and then if I meet somebody, then I meet somebody
0:54:23 > 0:54:25but I'm not looking for it.
0:54:25 > 0:54:27You get better Barbies than Chloe, anyway.
0:54:27 > 0:54:29I mean, she's a good-looking girl, like,
0:54:29 > 0:54:32but she's not the best-looking girl I've ever had.
0:54:32 > 0:54:35Chloe probably won't get a better-looking boy than me,
0:54:35 > 0:54:36to be fair to her,
0:54:36 > 0:54:39because I'm probably the best Chloe could get.
0:54:46 > 0:54:48# You've got the words to change a nation
0:54:48 > 0:54:52# But you're biting your tongue
0:54:52 > 0:54:55# You've spent a lifetime stuck in silence
0:54:55 > 0:54:59# Afraid you'll say something wrong... #
0:54:59 > 0:55:02It's been a tough few weeks for Nev
0:55:02 > 0:55:07and he seeks solace in a rehearsal for the call centre's house band.
0:55:08 > 0:55:10# I wanna sing
0:55:10 > 0:55:13# I wanna shout
0:55:13 > 0:55:18# I wanna scream till the words dry out... #
0:55:18 > 0:55:22I don't think there's any business that never has any hiccups.
0:55:22 > 0:55:25You know, you have peaks and troughs,
0:55:25 > 0:55:28that happens, but as long as the graph is going
0:55:28 > 0:55:32in the general direction of an upward climb, then you're OK.
0:55:32 > 0:55:36# Put it in all of the papers
0:55:36 > 0:55:38# I'm not afraid
0:55:38 > 0:55:42# They can read all about it
0:55:42 > 0:55:45# Read all about it... #
0:55:45 > 0:55:48You know, a few doors slam in your face,
0:55:48 > 0:55:50the next one you're determined is going to open.
0:55:50 > 0:55:53If it slams in your face, what do you do?
0:55:53 > 0:55:56Do you give up? You keep knocking and something will open.
0:55:59 > 0:56:02# This girl is on fire! #
0:56:02 > 0:56:05Next time, it's no joke as Nev's managers try to lift
0:56:05 > 0:56:08the mood with some cracking incentives.
0:56:08 > 0:56:11CHEERING
0:56:11 > 0:56:15I try and get results through comedy.
0:56:15 > 0:56:18Love is in the air for tea girl Hayley.
0:56:18 > 0:56:20"Roses are red, violets are blue,
0:56:20 > 0:56:25"I'm shit at poems so get your tits out. Love you, babe. Trev."
0:56:26 > 0:56:29And Nev looks to John Wayne for inspiration.
0:56:29 > 0:56:32If you haven't fallen off your horse, you haven't been riding long enough.
0:56:32 > 0:56:35Get back on the horse and ride.
0:56:39 > 0:56:40That didn't work.
0:56:57 > 0:57:00Subtitles by Red Bee Media Ltd