0:00:02 > 0:00:04Just a call in relation to lowering the cost of your energy bills
0:00:04 > 0:00:06by finding the right tariff for you.
0:00:06 > 0:00:09- Are you the bill payer? - 'I certainly am.'
0:00:09 > 0:00:15Nev Wilshire is CEO of Swansea's third largest call centre.
0:00:15 > 0:00:17Get out! Get out!
0:00:17 > 0:00:21What sums up my management style? Some say I'm barking orders,
0:00:21 > 0:00:23some say I'm barking mad.
0:00:23 > 0:00:25Woof! Oh, sorry.
0:00:25 > 0:00:27But there's life in the old dog yet.
0:00:27 > 0:00:29DOG BARKS
0:00:31 > 0:00:33'Not again. Not again.'
0:00:33 > 0:00:37It's an industry that now employs over a million people in the UK
0:00:37 > 0:00:39with an average age of just 26.
0:00:40 > 0:00:41'Oh, piss off.'
0:00:41 > 0:00:45Call centres are the factories of our time.
0:00:45 > 0:00:48Get these deals, make these calls - that's what I'm talking about.
0:00:48 > 0:00:51Think I just dialled your missus by mistake.
0:00:51 > 0:00:53But times have been tough.
0:00:53 > 0:00:58A few years ago, the Queen had an annus horribilis, a horrible year.
0:00:58 > 0:01:02We've had an annus anus. It's been tough.
0:01:02 > 0:01:05- Go on.- Don't yawn!
0:01:05 > 0:01:07More than ever, Nev's relied on his unique approach
0:01:07 > 0:01:10to motivating his young workforce.
0:01:11 > 0:01:12Oh, Jonny!
0:01:12 > 0:01:14Now he's fighting back.
0:01:14 > 0:01:16See? That's what you've got to beat!
0:01:16 > 0:01:19And we're making money again now. Yeah? Go to it, then.
0:01:19 > 0:01:22With his loyal troops right behind him.
0:01:22 > 0:01:25Our main challenge in HR is, erm...
0:01:27 > 0:01:29Hey, Geoff, you're looking good.
0:01:29 > 0:01:32I was going to say Nev then. (Don't say that.)
0:01:32 > 0:01:34Morale is on the up...
0:01:35 > 0:01:38..for this Swansea call centre.
0:01:39 > 0:01:42Where victory is only a cold call away.
0:01:42 > 0:01:44Are you not entertained?
0:01:45 > 0:01:48What's it like to be in charge of 600 people?
0:01:48 > 0:01:50It's an endurance. Sometimes it's a marathon.
0:01:50 > 0:01:54Sometimes you have to sprint to keep up.
0:01:54 > 0:01:56But I love it, absolutely love it.
0:01:56 > 0:01:59Welcome to Nev's world.
0:02:14 > 0:02:16Hello there. It's George calling from the Billscutter team
0:02:16 > 0:02:18at Nationwide Energy Services.
0:02:18 > 0:02:21MUMBLING ON PHONE
0:02:23 > 0:02:25Sir, I have no idea what you just said there. What?
0:02:25 > 0:02:29It's Monday morning at the call centre,
0:02:29 > 0:02:34and CEO Nev Wilshire is taking care of some very important business.
0:02:34 > 0:02:36Anybody want a tea?
0:02:37 > 0:02:39She'll kill me if she sees me doing this.
0:02:45 > 0:02:46Thank you, Nev.
0:02:46 > 0:02:48Can't do enough for good staff.
0:02:50 > 0:02:52Being a hands-on boss,
0:02:52 > 0:02:55Nev isn't just interested in what his staff are drinking.
0:02:55 > 0:02:59The call centre diet is also a hot potato.
0:02:59 > 0:03:01'Hello?'
0:03:01 > 0:03:03- Hello, is that Mrs McCarthy?- 'Yes.'
0:03:03 > 0:03:05Hi there, my name's Leah.
0:03:05 > 0:03:09When you sit on your arse all day in this place and you munch away
0:03:09 > 0:03:12and you get given sweets by me, then you put on weight.
0:03:14 > 0:03:17You just get bored when you sit down all day on the phones.
0:03:17 > 0:03:21Probably be ten stone heavier now if I was still on the phones.
0:03:21 > 0:03:23A lot of people put on weight when they join a call centre,
0:03:23 > 0:03:25everyone will tell you that.
0:03:28 > 0:03:31The sales agent's snack of choice is a Swansea favourite,
0:03:31 > 0:03:34the deep-fried rissole.
0:03:34 > 0:03:36Two rissoles, normal ones,
0:03:36 > 0:03:38and a cheese one, please.
0:03:38 > 0:03:41Nutritional qualities of a good... Kyle?
0:03:41 > 0:03:44What's nutritional about a rissole?
0:03:44 > 0:03:48- BLEEP- all.- Nice, though.
0:03:48 > 0:03:51It's like a little bit of heaven in a ginger ball shape.
0:03:53 > 0:03:56But Nev's concerned that expanding waistlines
0:03:56 > 0:03:59might lead to decreasing profits.
0:03:59 > 0:04:01It's very important to be healthy.
0:04:01 > 0:04:04If you're fit and healthy, your mind is working better.
0:04:04 > 0:04:06You're better at your job.
0:04:06 > 0:04:09If you're overweight and feeling lethargic, it's not so good.
0:04:09 > 0:04:14So not everybody can be young and fit like me, but they can try.
0:04:15 > 0:04:18He's called a staff meeting to announce a new initiative.
0:04:19 > 0:04:23I've got a lot of people that have...
0:04:23 > 0:04:27A lot of people that may have put on a few pounds lately
0:04:27 > 0:04:29and need to lose it.
0:04:31 > 0:04:34Anybody fancy, you know, putting their hand up
0:04:34 > 0:04:38and saying, "Yeah, yeah, I'll come along to your Weight Watchers, Nev?"
0:04:38 > 0:04:42Anybody? Yeah, yeah, yeah.
0:04:42 > 0:04:45Any fat bastards round here? Come on!
0:04:45 > 0:04:47- All right.- I'm a fat bastard.
0:04:47 > 0:04:50Yep! OK.
0:04:52 > 0:04:54So, tomorrow at this time,
0:04:54 > 0:04:57in the canteen upstairs.
0:04:57 > 0:04:58Why are they meeting in the canteen?
0:04:58 > 0:05:01LAUGHTER
0:05:01 > 0:05:04So, weight-loss clinic sponsored by Ginsters,
0:05:04 > 0:05:05and off we go.
0:05:06 > 0:05:07All right?
0:05:07 > 0:05:10We don't know whether we can call it a clinic,
0:05:10 > 0:05:12cos we're not technically a clinic,
0:05:12 > 0:05:14so that possibly isn't politically correct.
0:05:14 > 0:05:17So we'll have to come up with another name,
0:05:17 > 0:05:19possibly something that is politically correct.
0:05:19 > 0:05:22And I was thinking more in line of Fat Bastards Club.
0:05:24 > 0:05:27I'll be joining Fat Bastards Club, yes.
0:05:29 > 0:05:31What?
0:05:34 > 0:05:37Oi! Fat bastards, down here.
0:05:42 > 0:05:45I'm walking in the Fat Club with a box of sweets.
0:05:45 > 0:05:46- Oh, jelly beans!- Sorry about that.
0:05:46 > 0:05:49That way, Hayley. What are you doing here?
0:05:49 > 0:05:51Nothing of her.
0:05:51 > 0:05:53Marketing.
0:05:53 > 0:05:55Don't say my name.
0:05:55 > 0:05:57Tamara, you all right?
0:05:57 > 0:05:59Well done, Sid, good effort.
0:05:59 > 0:06:02Phil, come on. I bet you're heavier than me.
0:06:02 > 0:06:04I bet you I'm not.
0:06:04 > 0:06:05Look at this, look at this.
0:06:07 > 0:06:10Fat Bastards Club will involve weekly weigh-ins
0:06:10 > 0:06:12leading up to a grand finale.
0:06:12 > 0:06:16Whoever losses most will be call centre weight-loss champion.
0:06:16 > 0:06:19- Shall I get on the scales first?- Yeah.
0:06:19 > 0:06:21Get my wallet out first.
0:06:22 > 0:06:24Yeah, before you all joke,
0:06:24 > 0:06:26you know we really don't want to be weighing my wallet.
0:06:26 > 0:06:27Yeah, yeah, yeah.
0:06:27 > 0:06:29OK, when you're ready.
0:06:29 > 0:06:30One at a time, please.
0:06:33 > 0:06:3418st, 9.
0:06:34 > 0:06:37LAUGHING AND JEERING
0:06:37 > 0:06:39Muscle weighs more than fat, anyway.
0:06:40 > 0:06:41Ouch.
0:06:41 > 0:06:43MOCK WHIMPERING
0:06:43 > 0:06:46- Hayley, on here.- I don't want anyone else seeing it, though.
0:06:46 > 0:06:48Well, they're going to see it. Everyone's got to see it.
0:06:48 > 0:06:50- Get on.- Everyone's going to know.
0:06:50 > 0:06:53I'm going to lose weight anyway, so I don't care.
0:06:56 > 0:06:58- Get off.- That's fine.
0:06:58 > 0:07:00It's not, I used to be 9st-odd.
0:07:00 > 0:07:01The hefties, come on.
0:07:01 > 0:07:03Oh-ho-ho!
0:07:03 > 0:07:0621st, 6.
0:07:06 > 0:07:08We have a winner!
0:07:08 > 0:07:11Yeah! It makes me feel so much better.
0:07:11 > 0:07:14Last, and most reluctant to get on the scales,
0:07:14 > 0:07:17is 44-year-old customer service manager Lisa,
0:07:17 > 0:07:21who Nev's hoping will be a leading light in his health drive.
0:07:21 > 0:07:22Lisa is the general,
0:07:22 > 0:07:25the sergeant major for drumming up the troops.
0:07:25 > 0:07:27She's got drive and determination.
0:07:27 > 0:07:29She's also got a lot of weight
0:07:29 > 0:07:31to put behind the thrust of this weight-loss club.
0:07:31 > 0:07:34He probably thinks...
0:07:34 > 0:07:37apart from thinking I am a fat bastard,
0:07:37 > 0:07:40I think he probably thinks that I'll motivate them,
0:07:40 > 0:07:43and myself then.
0:07:43 > 0:07:45- Right, get on there, Lise. - I can't get on there.
0:07:45 > 0:07:48- Get on there, Lise. - No, I'm not getting on there.
0:07:48 > 0:07:50- LAUGHTER - I'm not getting on there.
0:07:50 > 0:07:52OK, bugger off back to work, thank you very much.
0:07:52 > 0:07:55Out! Oh, give us some sweets, quick.
0:07:55 > 0:07:56- Does anyone want sweets? - Yeah, yeah, yeah.
0:07:58 > 0:08:00- No!- Amazing willpower. - Nev, no, you've had enough!
0:08:00 > 0:08:02Just one, man! Just one.
0:08:02 > 0:08:03Might as well, today's the last day.
0:08:03 > 0:08:05No, he's just had his last one.
0:08:05 > 0:08:07I'm going to give them to all my other rivalries.
0:08:07 > 0:08:08- Look at that.- Stop it!
0:08:08 > 0:08:10Once everyone has left the room,
0:08:10 > 0:08:14Lisa plucks up the courage to step on the scales.
0:08:14 > 0:08:15It's got to be done.
0:08:19 > 0:08:20BLEEP!
0:08:20 > 0:08:23Oh, mine was horrific, I knew what was coming anyway.
0:08:23 > 0:08:26Even my boobs weigh a stone each, so...
0:08:27 > 0:08:30I'm not as bad as... Not as bad as I thought!
0:08:31 > 0:08:32Fat Bastards Club,
0:08:32 > 0:08:35I don't care how you lose the weight or whatever you do,
0:08:35 > 0:08:36if you're serious about it,
0:08:36 > 0:08:38we're going to weigh you once a week
0:08:38 > 0:08:41as a club of people that are just going to motivate each other
0:08:41 > 0:08:42to lose weight.
0:08:42 > 0:08:44And that's what it's about.
0:08:44 > 0:08:48It's doing it together instead of on your own and motivating each other.
0:08:59 > 0:09:02Keeping a very close eye on his employees' welfare
0:09:02 > 0:09:05is integral to Nev's unique style of man management.
0:09:07 > 0:09:10Texting on his phone, I came around and he's texting on his phone,
0:09:10 > 0:09:11listening to music.
0:09:11 > 0:09:14- I'm on my lunch. - Oh, all right, then.
0:09:14 > 0:09:15Well done, James. James is on lunch,
0:09:15 > 0:09:19he's allowed a lunch. They get lunch in prison as well, so that's allowed.
0:09:20 > 0:09:22Jeffrey, you all right?
0:09:22 > 0:09:24How was church this weekend?
0:09:24 > 0:09:25Jeffrey is a born-again Christian.
0:09:25 > 0:09:28He's come over from Nigeria to evangelise us.
0:09:30 > 0:09:31Isn't that right?
0:09:31 > 0:09:34- Partially right.- Partially correct.
0:09:34 > 0:09:36He's a proper qualified accountant, this man.
0:09:36 > 0:09:37Who did you work for?
0:09:37 > 0:09:40- Deloitte.- He worked for Deloitte in Nigeria.
0:09:40 > 0:09:41- It was Nigeria, wasn't it?- Yeah.
0:09:41 > 0:09:43OK.
0:09:45 > 0:09:49But, you know, when he was on his uppers,
0:09:49 > 0:09:51down in the dumps,
0:09:51 > 0:09:56I picked him up and gave him a new job, yeah?
0:09:56 > 0:10:00- Put a new song in your mouth. - Very correct.
0:10:01 > 0:10:03That's a quote from Psalms, that is.
0:10:03 > 0:10:05Yeah, you knew that, didn't you? Yeah, OK.
0:10:07 > 0:10:08Isn't he a nice guy?
0:10:12 > 0:10:16- Good. Keep up the good work, Jeff. - Thank you.
0:10:16 > 0:10:19Jeff has worked in accounts for the last year and a half.
0:10:19 > 0:10:21He originally applied for a job on the phones
0:10:21 > 0:10:23to help support his accountancy studies,
0:10:23 > 0:10:26but Nev saw greater potential.
0:10:26 > 0:10:29At the orientation programme, I met Nev
0:10:29 > 0:10:31and I was wondering, "Oh, my goodness,
0:10:31 > 0:10:35"what have I got myself into?" Cos having to sing and all that stuff,
0:10:35 > 0:10:38it's not something I'm used to,
0:10:38 > 0:10:41but he was asking, more or less,
0:10:41 > 0:10:45"What do you do? Where are you from? What's your background?" and stuff.
0:10:47 > 0:10:49I could say I sold myself to him, though,
0:10:49 > 0:10:53by saying, "Oh, these are my qualifications," and all that stuff
0:10:53 > 0:10:57and he said, "I don't think you deserve to be in the call centre.
0:10:57 > 0:11:01"You better come join the accounts team," and that's my story.
0:11:01 > 0:11:03It's something I regard as a miracle,
0:11:03 > 0:11:05so I thank God for that, yeah.
0:11:06 > 0:11:08Since being talent-spotted by Nev,
0:11:08 > 0:11:11Jeff's become a popular member of the call-centre family.
0:11:11 > 0:11:15Jeffrey is a lovely, lovely sweetheart.
0:11:15 > 0:11:17He calls me Princess Hayley.
0:11:17 > 0:11:19He's like, "Princess Hayley, can I have some sweets?"
0:11:19 > 0:11:22He's so polite, he's so polite.
0:11:24 > 0:11:26Hey, Jeff.
0:11:26 > 0:11:27- Princess Hayley, how you doing?- Hello!
0:11:31 > 0:11:33Big Jeff. Big Jeff.
0:11:33 > 0:11:35Did I tell you I'm going to the dentist?
0:11:35 > 0:11:36Today? Why?
0:11:36 > 0:11:38- For your tooth?- Yeah, the sweets.
0:11:38 > 0:11:40Guess what time his appointment is as well.
0:11:40 > 0:11:41- What time? - CHUCKLING: 2.30.
0:11:41 > 0:11:43I don't get it.
0:11:43 > 0:11:45- LAUGHTER - I don't get it.
0:11:47 > 0:11:482.30?
0:11:48 > 0:11:50- Tooth-hurty?- Oh!
0:11:52 > 0:11:54That's good, that is.
0:11:54 > 0:11:56That's brilliant, that is.
0:11:56 > 0:11:58That is.
0:11:58 > 0:11:592.30 dentist appointment.
0:12:01 > 0:12:04But Jeff's days in Swansea could be numbered.
0:12:04 > 0:12:07His UK work permit is about to run out
0:12:07 > 0:12:10so he needs Nev to perform another miracle.
0:12:14 > 0:12:17- Jeffrey, you all right? - Yeah, hi, Nev.
0:12:17 > 0:12:19Hi, Jeff.
0:12:19 > 0:12:21Um...
0:12:21 > 0:12:25Yeah, my work permit is due to expire in two months and ideally...
0:12:25 > 0:12:26In two months?
0:12:26 > 0:12:29Yeah, so, since I've got a job now...
0:12:29 > 0:12:31- Yeah?- ..you're supposed to sign off for me to reapply.
0:12:31 > 0:12:33- Really?- Yeah.
0:12:34 > 0:12:36So if I don't sign...
0:12:36 > 0:12:37Er...
0:12:37 > 0:12:39..do you get kicked out of the country?
0:12:39 > 0:12:41No, not kicked out, I'll move back home.
0:12:41 > 0:12:43CHUCKLING: You'll get kicked out of the county!
0:12:43 > 0:12:45Yeah, I'll move back home, yeah.
0:12:45 > 0:12:47Ah, Jeff, let me have a look at this, let me have a look.
0:12:51 > 0:12:52Oh, dear.
0:12:56 > 0:12:59It's a dilemma, Jeff, it's a dilemma.
0:12:59 > 0:13:00Erm...
0:13:00 > 0:13:04I mean, you're a good worker, you're a nice guy and all that, but, erm...
0:13:06 > 0:13:08..right now your arse is hanging out of a window.
0:13:09 > 0:13:13And obviously... I've got to take advantage.
0:13:13 > 0:13:14Oh, yeah?
0:13:16 > 0:13:17- I tell you what.- OK.
0:13:17 > 0:13:19- I'll do you a deal.- OK.
0:13:22 > 0:13:25If you can beat me in a running race
0:13:25 > 0:13:26I'll sign your form.
0:13:28 > 0:13:29OK.
0:13:29 > 0:13:32- Is that OK?- That's all right.
0:13:32 > 0:13:35Erm, "Jeff's challenge."
0:13:36 > 0:13:38OK, you're in the diary.
0:13:40 > 0:13:41I just hope you, erm...
0:13:42 > 0:13:45..limber up, loosen up, do all the stretches necessary.
0:13:45 > 0:13:47This is your career now.
0:13:47 > 0:13:49Go on, get out, out, get out!
0:13:52 > 0:13:55Good guy, really lovely guy.
0:13:56 > 0:13:59Adds a lot to the accountancy team.
0:13:59 > 0:14:01Adds a bit of energy into the accountancy team
0:14:01 > 0:14:02and, boy, do they need it.
0:14:03 > 0:14:05But, erm, Jeff does it with a smile on his face.
0:14:05 > 0:14:07He's a genuinely happy guy
0:14:07 > 0:14:09and I like happy people.
0:14:12 > 0:14:14- Hello, guys.- How did it go?
0:14:15 > 0:14:17JEFF SIGHS
0:14:17 > 0:14:19There's going to be a challenge.
0:14:19 > 0:14:20- A challenge?- Yeah.
0:14:22 > 0:14:24Oh, boy, this is... Oh...
0:14:27 > 0:14:29He's going to make this difficult for you, isn't he?
0:14:29 > 0:14:31- I know, I know. - Do you reckon he'll sign it?
0:14:31 > 0:14:34If he doesn't, I've got to go home.
0:14:34 > 0:14:36- Probably a good thing.- Very funny.
0:14:39 > 0:14:40Very funny.
0:14:47 > 0:14:49We contacted you some time back
0:14:49 > 0:14:51about you having a cavity-wall insulation.
0:14:51 > 0:14:54Another staff member needing divine assistance
0:14:54 > 0:14:56is cold-caller George Vorkas.
0:14:56 > 0:14:58CALLER HANGS UP
0:14:58 > 0:15:0131-year-old George has been drawing blanks on the sales board
0:15:01 > 0:15:04since he recently joined a new campaign.
0:15:04 > 0:15:05Er, yeah, of course -
0:15:05 > 0:15:08it's George calling from Nationwide Energy Services.
0:15:08 > 0:15:12Have you ever enquired about insulation before, sir, or...?
0:15:12 > 0:15:14'Yeah, I've got it all, thanks.'
0:15:15 > 0:15:18'Yeah, I've done enough. It's OK, thanks very much.'
0:15:18 > 0:15:20- But we can do your walls as... - MAN HANGS UP
0:15:22 > 0:15:24My sales figures are not...
0:15:24 > 0:15:26not what they used to be, unfortunately.
0:15:27 > 0:15:30Think I had about three last week
0:15:30 > 0:15:34and they are meant to be about 20 a week, something like that.
0:15:34 > 0:15:37Although a couple of weeks ago I did have 13.
0:15:38 > 0:15:39It's still not good.
0:15:40 > 0:15:43George has been singularly unsuccessful in work.
0:15:43 > 0:15:47He is probably the worst we've got at the moment.
0:15:48 > 0:15:50We contacted you some time back
0:15:50 > 0:15:53regarding your cavity-wall insulation.
0:15:53 > 0:15:54'Right.'
0:15:54 > 0:15:57Was there any reason why that was not done?
0:15:57 > 0:16:00'Erm, a call back where, sorry?'
0:16:00 > 0:16:02- Sorry? - WOMAN HANGS UP
0:16:04 > 0:16:06I don't know what she said.
0:16:06 > 0:16:08There is a salesman in him.
0:16:08 > 0:16:10He really can do the job.
0:16:10 > 0:16:12The problem is that he negs himself out a lot.
0:16:12 > 0:16:17If it doesn't go his way, he struggles to get it going,
0:16:17 > 0:16:20shall we say. So I think a little bit of momentum,
0:16:20 > 0:16:21a little bit of confidence, maybe...
0:16:22 > 0:16:25..and we can get something going for him,
0:16:25 > 0:16:29but at the moment, there's just nothing there.
0:16:29 > 0:16:32George's manager Dwayne is running out of patience
0:16:32 > 0:16:34with his underperforming underling.
0:16:34 > 0:16:35You've got to remember,
0:16:35 > 0:16:38sales is all about personalising a call, isn't it?
0:16:38 > 0:16:40Yeah, definitely. I've tried that.
0:16:40 > 0:16:43I've tried personalising it, but...
0:16:43 > 0:16:46You can never just read something off a screen.
0:16:46 > 0:16:48I know, I'm not reading it off the screen.
0:16:48 > 0:16:50People don't buy from robots, man.
0:16:50 > 0:16:51I'm not a robot, dude!
0:16:58 > 0:17:01Nev, with his instinctive support for the underdog,
0:17:01 > 0:17:04has tried to give George a helping hand wherever possible.
0:17:04 > 0:17:06George hasn't any real family.
0:17:06 > 0:17:10He ended up in Swansea as a result of being on a...
0:17:11 > 0:17:14..a train, and he didn't even know where he was going.
0:17:14 > 0:17:17A very kind family took him in and looked after him.
0:17:18 > 0:17:20My adopted family, you know, they're, erm...
0:17:23 > 0:17:26They're a family that kind of just took me under their wing, really.
0:17:26 > 0:17:28I didn't have anyone
0:17:28 > 0:17:31and they sorted me out, really helped me get my life back on track.
0:17:31 > 0:17:33Hitting the alcohol quite hard then, so I weren't...
0:17:34 > 0:17:36I weren't quite sure.
0:17:36 > 0:17:38I didn't even know if I'd put my shoes on in the morning,
0:17:38 > 0:17:39to be honest.
0:17:39 > 0:17:43Was there any reason why you wouldn't like to go ahead with it?
0:17:43 > 0:17:44Or just hang up instead.
0:17:44 > 0:17:49People in the call centre are like an extended family to me.
0:17:49 > 0:17:52If I ever left this place, I would feel gutted.
0:17:53 > 0:17:55Possibly heartbroken.
0:17:57 > 0:18:02You know, George is pretty much a loner and he needs help.
0:18:02 > 0:18:04We'll see what we can do.
0:18:04 > 0:18:05But as a businessman,
0:18:05 > 0:18:09Nev can't allow George's dismal sales to continue.
0:18:09 > 0:18:11Right here, right now, I'll try and get his head up
0:18:11 > 0:18:12and get him going.
0:18:12 > 0:18:14To try and break the losing streak,
0:18:14 > 0:18:17Nev listens in to George's sales patter.
0:18:19 > 0:18:21That's fantastic. Before I let you go,
0:18:21 > 0:18:24was there any further questions that you'd like to ask me?
0:18:24 > 0:18:25Anything I could help you out on?
0:18:29 > 0:18:32Qualify the number. "Can I just check your number?"
0:18:32 > 0:18:34Can I just check your number, please, before we go any...
0:18:34 > 0:18:38- Er, before I let you go, sorry? - And he's not impressed.
0:18:38 > 0:18:40..1362?
0:18:42 > 0:18:46Fantastic, fantastic. OK, thank you very much...
0:18:46 > 0:18:50Thank you very much and have a nice day today, OK?
0:18:50 > 0:18:52- Right, come with me.- OK.
0:18:54 > 0:18:57Right, can you just sit by there a sec. Right, George.
0:18:59 > 0:19:00Are you all right, Dwayne?
0:19:00 > 0:19:01Yes, very good, Nev, you OK?
0:19:01 > 0:19:04Yep, not so bad. George.
0:19:04 > 0:19:07- Upbeat people sell. - Yeah, I know that.
0:19:07 > 0:19:09Come on. You've got to get your head up.
0:19:10 > 0:19:14You know you've done this a bit too much - undulation.
0:19:14 > 0:19:17Five appointments since coming on. That's what you've booked in.
0:19:17 > 0:19:20How long have you been on the campaign?
0:19:20 > 0:19:22- Erm, a week tomorrow. - You will never sell like that.
0:19:24 > 0:19:27- Like what?- That, down. - Down, slouched?
0:19:27 > 0:19:31An other thing - there is no emotion without motion.
0:19:31 > 0:19:33- Yeah, I know, of course not. - You know what I mean?- Yeah.
0:19:35 > 0:19:38Yesterday you sold absolutely zilch,
0:19:38 > 0:19:41three fifths of sod-all yesterday.
0:19:41 > 0:19:44Try the standing-up technique.
0:19:44 > 0:19:47BRIGHTLY: Hello, Mrs Jones, how are you today?
0:19:47 > 0:19:50Smile as you dial, basics.
0:19:50 > 0:19:55Tomorrow is George's birthday and Nev has a surprise treat.
0:19:55 > 0:19:58Tomorrow you're down with me in Pembroke,
0:19:58 > 0:19:59the Pembrokeshire County Show is on
0:19:59 > 0:20:02and you're with me eyeball-to-eyeball with people,
0:20:02 > 0:20:05learn to stand up straight, learn to stick your chest out
0:20:05 > 0:20:08and learn to say, "Good morning.
0:20:08 > 0:20:10"How are you today?
0:20:10 > 0:20:13"Sorry to bother you, two seconds."
0:20:13 > 0:20:15You're going to do that to me on my birthday?
0:20:15 > 0:20:17On your birthday with me down in Pembroke.
0:20:20 > 0:20:22- Confidence.- I'm oozing confidence.
0:20:22 > 0:20:25Bounce all over them, Tigger it - you've become an Eeyore,
0:20:25 > 0:20:27and you've got to be a Tigger.
0:20:27 > 0:20:29I can be a Tigger.
0:20:29 > 0:20:31# Bouncy, bouncy, bouncy Fun, fun, fun!
0:20:31 > 0:20:35# But the most wonderful thing about Tiggers is I'm the only... #
0:20:35 > 0:20:37- Get out!- Right, I'm going.
0:20:37 > 0:20:39- Out!- Right, that's it.
0:20:44 > 0:20:45Just try and kick him into shape.
0:20:48 > 0:20:52Hello? Hello there, is this..? Hello? Hello?
0:20:52 > 0:20:53Is this Mr Law?
0:20:54 > 0:20:57Why would I keep him on if he is the worst sales person I've got?
0:20:57 > 0:20:59Erm...
0:21:00 > 0:21:02I do like George.
0:21:02 > 0:21:06I will try one last campaign
0:21:06 > 0:21:09to see if he can turn his game around
0:21:09 > 0:21:12and, if he can't, then he will be going.
0:21:16 > 0:21:18It's lunch time at the call centre,
0:21:18 > 0:21:22but Nev's weight-loss challenge isn't on the menu for everyone.
0:21:22 > 0:21:25- Made this last night.- What is it?
0:21:25 > 0:21:27- Pasta.- With?
0:21:27 > 0:21:29Cheese and bacon.
0:21:31 > 0:21:34- Yeah, but it's pasta.- I had them chocolates this morning.
0:21:34 > 0:21:38- Was it nice? Did it fill you? - Yeah, the box did.
0:21:38 > 0:21:40- You had the box?- Yeah!
0:21:42 > 0:21:45But some are taking the competition seriously.
0:21:45 > 0:21:47So what kind of smoothie are you going to...
0:21:47 > 0:21:50I don't know, we're going to try a bit of broccoli,
0:21:50 > 0:21:52a bit of cauliflower, bit of this, bit of that.
0:21:52 > 0:21:53I'm not too sure about this.
0:21:55 > 0:21:57I'm just going to eat juice.
0:21:57 > 0:22:00You're just going to shit yourself to death are you, Nev?
0:22:00 > 0:22:01Yeah, yeah, yeah, that's the stuff.
0:22:01 > 0:22:03What the hell are you doing now?
0:22:03 > 0:22:05- We're making jucifiers.- Juicing.
0:22:09 > 0:22:12- Look at that.- What is wrong with these people?
0:22:14 > 0:22:17If anybody's bitterly ill tomorrow, it's, erm...
0:22:17 > 0:22:19It's all my fault.
0:22:19 > 0:22:22How about we throw a Big Mac in there and see what happens?
0:22:22 > 0:22:24THEY LAUGH
0:22:24 > 0:22:26It's horrid.
0:22:26 > 0:22:27- Don't tip it out.- All right.
0:22:27 > 0:22:30I'll finish all this later on.
0:22:30 > 0:22:32In his quest to be crowned weight-loss champion,
0:22:32 > 0:22:36Nev's on a strict diet of liquid lunch, breakfast and dinner.
0:22:36 > 0:22:38See that brown stuff?
0:22:38 > 0:22:42Looks like diarrhoea, probably tastes worse.
0:22:42 > 0:22:45But I'm in this for the long haul,
0:22:45 > 0:22:46we're going to get there.
0:22:46 > 0:22:49This is going to lose me...
0:22:49 > 0:22:51two stone.
0:22:51 > 0:22:52Here we go.
0:22:56 > 0:23:01Also rising to the challenge is Nev's trusty lieutenant Lisa.
0:23:01 > 0:23:05This is all I've got for dinner today, is a tangerine.
0:23:05 > 0:23:07I had a shake for breakfast.
0:23:07 > 0:23:09I made my own shake
0:23:09 > 0:23:12and this is my dinner, that's it.
0:23:12 > 0:23:13That is my dinner.
0:23:13 > 0:23:16It's not that I've got a lot of willpower,
0:23:16 > 0:23:17I'm competitive.
0:23:17 > 0:23:19So I haven't... It's not...
0:23:19 > 0:23:21I don't think it's about that,
0:23:21 > 0:23:23that's why I think when people join clubs
0:23:23 > 0:23:26they do so well because they're competing against someone,
0:23:26 > 0:23:28whereas I don't like to lose.
0:23:28 > 0:23:30Lisa has worked at the call centre for four years
0:23:30 > 0:23:33and has had Nev's support through good times and bad.
0:23:33 > 0:23:36He's so generous to people.
0:23:36 > 0:23:39It's quite heart-touching sometimes.
0:23:39 > 0:23:43I was off work, I was off work for three months
0:23:43 > 0:23:45because I lost one of my children.
0:23:48 > 0:23:50One of my children died, sorry...
0:23:59 > 0:24:03Even though I can cry now, talking about this,
0:24:03 > 0:24:05I don't cry as a normal rule.
0:24:05 > 0:24:07I think there's a time and a place
0:24:07 > 0:24:11and it's not right to come to work and be miserable.
0:24:11 > 0:24:15So I have my work Lisa
0:24:15 > 0:24:16and I have my home Lisa.
0:24:18 > 0:24:20I don't really know
0:24:20 > 0:24:24how I will ever personally repay the company,
0:24:24 > 0:24:26even though Nev would probably go crazy
0:24:26 > 0:24:30if he thought I thought that I owed him something.
0:24:30 > 0:24:33Because he doesn't really operate like that, but I was...
0:24:33 > 0:24:35You know, I was given full pay
0:24:35 > 0:24:38and I didn't have to put any sick papers in.
0:24:38 > 0:24:41So the call centre...
0:24:43 > 0:24:47..helped me to get back on track to me again.
0:24:47 > 0:24:51Back at Nev's fat club it's time for the next weigh-in.
0:24:53 > 0:24:56- I'm exactly the same. - No, you've lost a pound.
0:24:56 > 0:24:59- Lost a pound.- Oh, there we are. - Well done. Happy days.
0:24:59 > 0:25:03OK, who's next? Come on, let's have it!
0:25:03 > 0:25:05- Excelente!- Yes!
0:25:05 > 0:25:08- There we are.- Hayley's lost two.
0:25:08 > 0:25:09I lost a pound.
0:25:09 > 0:25:10Excellent.
0:25:13 > 0:25:15Next to hit the scales is Lisa,
0:25:15 > 0:25:19who's been living mostly on tangerines to shed the pounds.
0:25:19 > 0:25:22- Five pounds. - THEY CHEER
0:25:22 > 0:25:25# Come on, baby, light my fire. #
0:25:26 > 0:25:28Finally it's Nev's turn
0:25:28 > 0:25:31to see if his juice regime is doing the business.
0:25:33 > 0:25:3718 stone 2. So that's seven pounds - half a stone.
0:25:37 > 0:25:39Come on!
0:25:39 > 0:25:43Get in there! You haven't lost half a stone between you lot!
0:25:45 > 0:25:49I won. I lost more than anybody else this week.
0:25:49 > 0:25:51I can't believe he beat me.
0:25:51 > 0:25:54You and Nev have got your own little personal challenge going on as well.
0:25:54 > 0:25:56Goddamn it.
0:25:56 > 0:25:59Lisa's really going for it and I was really going for it,
0:25:59 > 0:26:02but I was the champion, lost seven pound.
0:26:02 > 0:26:05Yeah, I'm pleased. I'm going to do it again next week now.
0:26:08 > 0:26:11Jeff from accounts needs Nev to sign his visa application form
0:26:11 > 0:26:14so he can stay at the call centre.
0:26:14 > 0:26:18I didn't know that erm... He...
0:26:18 > 0:26:20What's it called?
0:26:20 > 0:26:22A pass, is it, to go back home?
0:26:22 > 0:26:24Is it a pass? Boarding pass? No?
0:26:24 > 0:26:27What's it called now? Visa, visa, visa... Is it a visa?
0:26:27 > 0:26:32He needs a visa to go back home now... What is it?
0:26:32 > 0:26:35He needs a visa, or he needs to go back home,
0:26:35 > 0:26:38or he needs to stay here, or something like that.
0:26:38 > 0:26:40And, erm... What do you call it?
0:26:40 > 0:26:43I think he needs Nev...
0:26:43 > 0:26:47to sign something so he doesn't go back home.
0:26:47 > 0:26:49But always keen to keep employees on their toes,
0:26:49 > 0:26:53Nev won't sign unless Jeff can beat him in a running race.
0:26:55 > 0:26:59I consider this to be the bridge I've got to cross
0:26:59 > 0:27:01to get to the promised land, you know what I mean?
0:27:01 > 0:27:04'Bless him, he's someone who keeps himself to himself as well,
0:27:04 > 0:27:06'so for him to do this on Monday with everyone,'
0:27:06 > 0:27:07it'll be quite...
0:27:07 > 0:27:10I'll be like, "Go on, Jeffrey boy!" Not many people know him,
0:27:10 > 0:27:14but I'm going to get everyone shouting "Team Jeff" and that, you know?
0:27:14 > 0:27:17So, everyone will be on Jeff's side, bless him.
0:27:17 > 0:27:18I'm surprised you're even doing it.
0:27:18 > 0:27:20Jeff, you've got nothing to lose, mate.
0:27:20 > 0:27:23Yeah, but, I mean, you know, just not used to the fact that,
0:27:23 > 0:27:25I mean, everyone's watching and stuff, the whole pressure.
0:27:25 > 0:27:27Just embrace it, Jeff.
0:27:34 > 0:27:36With the race just days away,
0:27:36 > 0:27:40Jeff's getting in tiptop condition to try and beat the boss.
0:27:40 > 0:27:44But Nev's discovered a snag in his rival's training plan.
0:27:44 > 0:27:47He's got to try and beat me in a running race
0:27:47 > 0:27:51and, whilst practising, he's split his trousers and ripped them asunder.
0:27:51 > 0:27:55So I've got his coat and he's running to the toilet
0:27:55 > 0:27:57and I'm going to rescue poor old Jeff,
0:27:57 > 0:27:59who's trying his best.
0:28:06 > 0:28:10Jeff? I've got your coat. Jeff?
0:28:12 > 0:28:15He was in here, he just didn't answer. I've got your coat, Jeff.
0:28:17 > 0:28:18Oh, come on, Jeff.
0:28:21 > 0:28:23It was only a little rip, wasn't it?
0:28:23 > 0:28:24No, it was...
0:28:24 > 0:28:25How you doing, Jeff?
0:28:27 > 0:28:28Can I have my coat?
0:28:28 > 0:28:31You haven't been wiping your bum with that hand.
0:28:31 > 0:28:32No, can I have the coat?
0:28:32 > 0:28:35Jeff split his trousers - I won't be a sec, Lee.
0:28:35 > 0:28:38You can come in if you want, Lee, just come in.
0:28:38 > 0:28:41That one's vacant, this one's not. What's that?
0:28:41 > 0:28:46- Needle and cotton?- Yeah! - Oh, Jeff. Sorry, Jeff.
0:28:48 > 0:28:50Jeff, what's happened?
0:28:51 > 0:28:55Er, just occupational hazard.
0:28:55 > 0:28:57How bad is it, Jeff?
0:28:57 > 0:28:59It's really bad.
0:28:59 > 0:29:00- Really bad?- Yeah.
0:29:00 > 0:29:02If you didn't have such a big backside,
0:29:02 > 0:29:05you know, if you were slim like me you'd be all right.
0:29:05 > 0:29:09This is how you know you're likely to lose the running race -
0:29:09 > 0:29:10cos I'm slim and fit.
0:29:18 > 0:29:22Hey, Jeff, you're looking good. Where you going, Jeff?
0:29:22 > 0:29:24Why you walking like John Wayne?
0:29:24 > 0:29:25I'm going back to my desk.
0:29:27 > 0:29:31It's the John Wayne walk, it is? Thanks, James.
0:29:31 > 0:29:32No worries.
0:29:34 > 0:29:35Jeff.
0:29:37 > 0:29:40One careful owner, low mileage,
0:29:40 > 0:29:42try not to rip these cos they're Versace.
0:29:43 > 0:29:46- Oh, OK.- That's just design, that's fashion.
0:29:46 > 0:29:48I could go home and change and come back.
0:29:48 > 0:29:50- Bugger off.- Thank you. - Thanks. Bye, Jeff.
0:29:53 > 0:29:54I think he's a bit embarrassed.
0:29:54 > 0:29:56I don't know about you,
0:29:56 > 0:30:00but I got the impression he was embarrassed.
0:30:00 > 0:30:03It's happened to all of us, you know, we've all done it.
0:30:14 > 0:30:17- 'Hello.'- Hi, there, could I speak to the homeowner, please?- 'Yes.'
0:30:17 > 0:30:21Yeah, it's Simon calling back from Nationwide Energy Services
0:30:21 > 0:30:24in regards to a grant for your cavity-wall insulation.
0:30:26 > 0:30:28'No. I don't want any grants.'
0:30:31 > 0:30:34Jeff isn't the only employee facing a Nev challenge.
0:30:35 > 0:30:38Determined to bolster George's confidence,
0:30:38 > 0:30:41he's taken him off the phones and out into the real world.
0:30:42 > 0:30:47Face to face is different to on the phones, right,
0:30:47 > 0:30:49a lot of eye contact. You know, lot of smile.
0:30:51 > 0:30:52Smile as much as you can, right?
0:30:52 > 0:30:54Yeah, definitely.
0:30:54 > 0:30:55Happy people sell.
0:30:57 > 0:31:00You smile with your eyes, don't you? Smile with your eyes,
0:31:00 > 0:31:03so, really - you know, big eyes, OK?
0:31:03 > 0:31:06- Yeah, definitely.- You can do it, cos you already know it.
0:31:06 > 0:31:08But you don't know it there -
0:31:08 > 0:31:11you've got to know it in there, George, just get rid of the Eeyore.
0:31:13 > 0:31:17Oh, dear. It's raining again.
0:31:17 > 0:31:19Oh, me.
0:31:19 > 0:31:21We don't want Eeyore selling for us, we want Tiggers.
0:31:21 > 0:31:24- Tiggers, yes. - Tiggers is what we want.
0:31:24 > 0:31:27Definitely. And I'll be a Tigger by the end of the day.
0:31:27 > 0:31:29Here we go. Turn up the heat. MUSIC PLAYS
0:31:33 > 0:31:34Sing along, George.
0:31:36 > 0:31:39# Left a good job in the city
0:31:39 > 0:31:42# Working for the man every night and day
0:31:42 > 0:31:45# One minute of sleep
0:31:47 > 0:31:50# Big wheel keep on turnin'
0:31:50 > 0:31:53# Proud Mary keep on burnin'
0:31:53 > 0:31:54# Rollin'
0:31:54 > 0:31:56# Rollin'
0:31:56 > 0:31:57# Rollin' on the river... #
0:31:58 > 0:32:01Singing, George? I can't hear you, George!
0:32:01 > 0:32:03I'm always singing!
0:32:04 > 0:32:06# Doop-doop-doop-doop
0:32:06 > 0:32:09# Doop-doop-doop-doop-doop... #
0:32:09 > 0:32:10Get with the doop-doops, George.
0:32:10 > 0:32:12# Doot-doot
0:32:12 > 0:32:13# Doop-doop-doop-doop... #
0:32:13 > 0:32:15This is brilliant.
0:32:18 > 0:32:19Whoo!
0:32:19 > 0:32:23I've never been in a car with a millionaire before.
0:32:23 > 0:32:27Around 75,000 people visit the Pembrokeshire County Show every year
0:32:27 > 0:32:30to buy the finest local produce and livestock.
0:32:30 > 0:32:32Ladies and gentlemen,
0:32:32 > 0:32:34children of all ages,
0:32:34 > 0:32:36put your hands together, scream if you feel like it,
0:32:36 > 0:32:38for the legend of the sheep world...
0:32:38 > 0:32:40Nev's hoping the crowds of potential buyers
0:32:40 > 0:32:43will awaken the sales demon inside George.
0:32:43 > 0:32:47Face to face, George, is just to improve your technique on the phone.
0:32:47 > 0:32:48OK? If you can do it face-to-face
0:32:48 > 0:32:51you will learn about doing it face-to-face
0:32:51 > 0:32:53- and then you just adapt that onto the phones.- OK, yeah.
0:32:53 > 0:32:56Simple. Simple as a pimple.
0:32:56 > 0:32:58- You know how to sell? - Yeah, of course I do.
0:32:58 > 0:33:01Right. Don't be a gauger, George - get out there!
0:33:01 > 0:33:03Go and do it, George, come on!
0:33:10 > 0:33:14Sorry, sir, can I interest you in free cavity-wall insulation today?
0:33:14 > 0:33:16- No, thank you.- Not a problem, sir.
0:33:16 > 0:33:18Can I interest you in free cavity-wall insulation today?
0:33:18 > 0:33:19No, thank you.
0:33:19 > 0:33:22Hello, there. Can I interest you in some insulation today, sir,
0:33:22 > 0:33:25- for your cavity walls?- No, thank you. Thank you very much anyway.
0:33:25 > 0:33:27Not a problem, sir, thanks for your time.
0:33:28 > 0:33:31I'm trying to look for the right type of people to ask.
0:33:31 > 0:33:34Hello, sir, can I interest you in cavity-wall insulation today, sir?
0:33:34 > 0:33:35No, thank you.
0:33:35 > 0:33:37You just get people...
0:33:37 > 0:33:41I like it when I can't see people, I feel more comfortable.
0:33:41 > 0:33:45I don't like doing this whole face-to-face...
0:33:45 > 0:33:47insulation thing.
0:33:51 > 0:33:53HORN HONKS
0:34:04 > 0:34:05Hiya, you all right?
0:34:11 > 0:34:14Time for a Nev Wilshire masterclass.
0:34:14 > 0:34:17- Have you talked to anybody? - I've tried...
0:34:17 > 0:34:20I don't find it as easy as you, Nev, to, like, just...
0:34:20 > 0:34:23Just talk to people, all you do is talk to people.
0:34:23 > 0:34:25- Talking on the phone... - See this young lady now,
0:34:25 > 0:34:28watch this now, right. Young lady, talk to me.
0:34:28 > 0:34:31- I'll sing to you in a minute. - Come on, I'll talk to you.
0:34:31 > 0:34:34- OK, talk to me. Where you from, then?- I'm from Tenby.
0:34:34 > 0:34:36Ah, lovely place, you lucky person.
0:34:36 > 0:34:39Give me a pen. A deer with no eyes - "no-eye deer".
0:34:39 > 0:34:40We can save you money
0:34:40 > 0:34:42and then we can get you a cheaper fuel tariff.
0:34:42 > 0:34:45- If it saves me money I'll be interested.- OK, what's your name?
0:34:45 > 0:34:47Charlotte Martin.
0:34:47 > 0:34:49Charlotte Martin.
0:34:49 > 0:34:53- Yes.- That's posh, that is, mind, in Tenby. Are you posh?- Delta Bravo.
0:34:53 > 0:34:56Delta Bravo. Well played. We'll see what we can do.
0:34:56 > 0:34:59- Thank you very much.- It was lovely to meet you.- And you. Thank you.
0:34:59 > 0:35:02Right, George, how long was I here?
0:35:02 > 0:35:04- Two seconds.- Two seconds.
0:35:04 > 0:35:08George, you see the grimace on your face.
0:35:08 > 0:35:09It's not a grimace.
0:35:09 > 0:35:12Yeah, you're just going... like that, instead of...
0:35:14 > 0:35:16Keith's losing his hair.
0:35:16 > 0:35:17Keep the smile on it.
0:35:17 > 0:35:22Yeah, I know, but it comes so easy to you to go up and talk to people.
0:35:22 > 0:35:25'It gets to the stage where you think,'
0:35:25 > 0:35:27"Well, my time is better placed elsewhere."
0:35:27 > 0:35:30Like, you know, as much as I love George and he's been there a while,
0:35:30 > 0:35:31we're a sales organisation
0:35:31 > 0:35:34and if you can't sell, you know, you're in trouble.
0:35:34 > 0:35:36You know, there's got to be some sort of spark there,
0:35:36 > 0:35:38there's got to be a desire, and if anybody's hungry for a job
0:35:38 > 0:35:41and they really want to sell, then, yeah, I'll get it out of them.
0:35:41 > 0:35:44But George's get-up-and-go seems to have got up and went.
0:35:44 > 0:35:47What can I do to kick you up the arse and get you into gear?
0:35:49 > 0:35:50I don't know.
0:35:50 > 0:35:52I have no idea.
0:35:52 > 0:35:54You can take a horse to water,
0:35:54 > 0:35:56you can't make it drink, George.
0:35:56 > 0:35:59'I'm going to see if I can get his head back up,
0:35:59 > 0:36:00'settle him down again
0:36:00 > 0:36:03'and get him into a pattern of selling.'
0:36:03 > 0:36:06I haven't given up yet, erm...
0:36:06 > 0:36:08but I'm pretty close.
0:36:16 > 0:36:19It's just days till the final fat-club weigh-in.
0:36:22 > 0:36:24And desperate to beat Nev,
0:36:24 > 0:36:26Lisa's wasting no opportunity
0:36:26 > 0:36:28to keep the pounds falling off.
0:36:28 > 0:36:29Put them down now,
0:36:29 > 0:36:32do some squats. Now I can type.
0:36:32 > 0:36:34I can type but I can't see.
0:36:37 > 0:36:39Feel the burn in my...
0:36:39 > 0:36:41in my thighs.
0:36:42 > 0:36:44This is good for your arse.
0:36:44 > 0:36:46And I've got a big ass!
0:36:46 > 0:36:48While Lisa goes the extra mile,
0:36:48 > 0:36:52Nev appears to be sticking to his tasty juice regime.
0:36:52 > 0:36:53Look at that.
0:36:55 > 0:36:58In this one, we've got tomatoes,
0:36:58 > 0:37:00celery, lettuce...
0:37:02 > 0:37:05..lemon...and Worcestershire sauce to take the taste away.
0:37:07 > 0:37:08Strategy.
0:37:14 > 0:37:16If you drink it quickly...
0:37:20 > 0:37:22..it still tastes gross.
0:37:26 > 0:37:27It is never going to catch on.
0:37:30 > 0:37:32Urgh.
0:37:33 > 0:37:34That's horrible.
0:37:41 > 0:37:45But Lisa's discovered that even her boss' legendary willpower
0:37:45 > 0:37:47has a breaking point.
0:37:47 > 0:37:49I'm going to print out a picture,
0:37:49 > 0:37:52because I've found Nev cheating.
0:37:52 > 0:37:54And here's the evidence.
0:37:54 > 0:37:58Somebody took a picture of Nev yesterday
0:37:58 > 0:38:00eating a chip sandwich.
0:38:00 > 0:38:02Nev is so competitive,
0:38:02 > 0:38:07I'm really taken aback that he's letting someone beat him,
0:38:07 > 0:38:10cos I am beating Nev at the moment.
0:38:10 > 0:38:13And I don't think he's going to like that,
0:38:13 > 0:38:15he's going to go full pelt on this diet
0:38:15 > 0:38:17because he hates people beating him.
0:38:18 > 0:38:21Didn't want that to happen.
0:38:24 > 0:38:27CHATTERING
0:38:31 > 0:38:35It's been a week since Nev and George's motivational road trip,
0:38:35 > 0:38:38but George's sales have stalled again.
0:38:38 > 0:38:40So, your walls have not been insulated.
0:38:40 > 0:38:43Was there any reason why the walls haven't been insulated?
0:38:43 > 0:38:44- MAN:- 'No.'
0:38:47 > 0:38:48Sorry?
0:38:48 > 0:38:50PHONE DISCONNECTS
0:38:52 > 0:38:53WOMAN: 'Hello?'
0:38:53 > 0:38:55Hello there, is this a Mrs...?
0:38:55 > 0:38:58'No, I'm sorry, this is the wrong number.'
0:38:58 > 0:39:00That's not a problem...
0:39:00 > 0:39:02'No, it's OK, thanks very much. Bye.'
0:39:02 > 0:39:04LINE DISCONNECTS
0:39:05 > 0:39:07'At the moment he's not performing,
0:39:07 > 0:39:10'which in a sales job just ain't going to cut it. With these guys
0:39:10 > 0:39:13'I expect them to be doing six, seven a day.'
0:39:13 > 0:39:16I can't carry him any further or any longer on the sales floor
0:39:16 > 0:39:18cos, erm, a seat that he's taking
0:39:18 > 0:39:21is a seat that somebody else could be in making sales,
0:39:21 > 0:39:24which is going to be a lot more beneficial to the customer, erm...
0:39:24 > 0:39:26to the company.
0:39:26 > 0:39:29Under call-centre guidelines,
0:39:29 > 0:39:32continuously low sales can lead to dismissal.
0:39:32 > 0:39:34The situation is, you know,
0:39:34 > 0:39:37he's not selling anything then, you know,
0:39:37 > 0:39:41or two deals a week worth 40 quid, then, erm...
0:39:41 > 0:39:43there's nowhere to go.
0:39:45 > 0:39:48But Nev's hoping another quiet word will do the trick.
0:39:50 > 0:39:51- Hi, Nev.- Hi, George.
0:39:51 > 0:39:55- You all right?- Erm, I'm all right, just about. You all right?
0:39:55 > 0:39:57Yeah, yeah, I'm pretty good, Nev.
0:39:59 > 0:40:01Erm...
0:40:01 > 0:40:03George.
0:40:04 > 0:40:10Your sales during this period have been virtually nonexistent,
0:40:10 > 0:40:12worst in the company by a mile.
0:40:12 > 0:40:14Yeah, I know.
0:40:17 > 0:40:20- OK.- You've got two weeks to sort yourself out.
0:40:20 > 0:40:21All right, cool.
0:40:21 > 0:40:24If in two weeks you don't make a dent in some sales,
0:40:24 > 0:40:28- then I won't interfere with HR the next time round.- All right.
0:40:28 > 0:40:31- All right, cos you're then taking the piss out of me.- All right.
0:40:33 > 0:40:36- All right, go and sort yourself out, George.- All right. Thanks, Nev.
0:40:36 > 0:40:38OK, still love you.
0:40:38 > 0:40:40Hey, still love you too, man.
0:40:40 > 0:40:42Not in that way. As a friend.
0:40:42 > 0:40:45- All right, thanks, Nev.- As a boss.
0:40:45 > 0:40:46As a boss, as a good boss.
0:40:48 > 0:40:50I would have shouted at him...
0:40:50 > 0:40:52but I don't think he could have taken it.
0:40:52 > 0:40:55Despite George's flatlining sales figures,
0:40:55 > 0:40:59Nev's doing everything possible to avoid wielding the axe.
0:40:59 > 0:41:01Sometimes you need the kick up the arse,
0:41:01 > 0:41:04but it's a management technique that I hate using.
0:41:04 > 0:41:06I would rather encourage them
0:41:06 > 0:41:09and make sure they're happy and, you know, but...
0:41:10 > 0:41:13George has just been beyond the pale, erm...
0:41:15 > 0:41:18Let's hope he turns it round. Let's see if it works.
0:41:26 > 0:41:29It's the day of Jeff's race with Nev
0:41:29 > 0:41:32to secure his future in the call centre and the country.
0:41:36 > 0:41:38Oh, Team Jeff! Look at this!
0:41:41 > 0:41:44You bunch of no-hopers.
0:41:44 > 0:41:46Nev's refused to sign the work permit
0:41:46 > 0:41:48to allow Jeff to stay in the UK
0:41:48 > 0:41:51unless Jeff can beat him in a running race.
0:41:51 > 0:41:54Just going to go for it, isn't he?
0:41:54 > 0:41:56We're hopeful in this one. Team Jeff.
0:41:56 > 0:41:58THEY CHEER
0:42:01 > 0:42:04It's always nice knowing you have support.
0:42:06 > 0:42:08Stretch.
0:42:11 > 0:42:13Loosen up.
0:42:13 > 0:42:16SHE HUMS "EYE OF THE TIGER"
0:42:25 > 0:42:29To keep his place in the call centre accounts team, and the country,
0:42:29 > 0:42:33Jeff needs to show Nev a clean pair of heels.
0:42:33 > 0:42:35Come on, Jeff, come on, Jeff.
0:42:35 > 0:42:40THEY CHANT: Jeffrey, Jeffrey, Jeffrey, Jeffrey, Jeffrey!
0:42:40 > 0:42:42You ready? On your marks, get set, go!
0:42:42 > 0:42:45CHEERING
0:42:45 > 0:42:48I'll say go. On your marks...
0:42:48 > 0:42:50Get set...
0:42:50 > 0:42:53CHEERING
0:43:01 > 0:43:04- Oh, bugger!- Very easy.- That was easy.
0:43:07 > 0:43:09Doughnut?
0:43:10 > 0:43:12Anyone's got a pen?
0:43:16 > 0:43:17Well done, Jeff.
0:43:24 > 0:43:29For once, Nev hasn't won. But this time maybe he's not too bothered.
0:43:29 > 0:43:31What?
0:43:31 > 0:43:34- Time for you to sign the dotted lines.- Jeff...
0:43:36 > 0:43:38..with my blessing,
0:43:38 > 0:43:40have a work permit.
0:43:43 > 0:43:45- Well done, Jeff.- Thanks.
0:43:51 > 0:43:54I think he's a happy boy.
0:43:54 > 0:43:56He is a lovely lad, isn't he?
0:43:56 > 0:43:58Come on.
0:44:03 > 0:44:06I was obviously going to sign Jeff's work permit anyway, erm,
0:44:06 > 0:44:08what type of bastard do you think I am?
0:44:10 > 0:44:12I'm very, very pleased, you know?
0:44:12 > 0:44:14It shows how much they want me to stick around,
0:44:14 > 0:44:16so that I'm grateful for. Grateful.
0:44:18 > 0:44:21Just for the record, Usain Bolt wears these as well.
0:44:29 > 0:44:31Since Nev's ultimatum,
0:44:31 > 0:44:35George has been pulling out all the stops to raise his game,
0:44:35 > 0:44:37including a new clean-shaven image.
0:44:37 > 0:44:41Hello there, it's George calling from Nationwide Energy Services.
0:44:41 > 0:44:43Erm, I'm...
0:44:44 > 0:44:47I'm not asking you to change anything, or anything like that...
0:44:47 > 0:44:49HE SIGHS
0:44:49 > 0:44:53But even this hasn't been enough to boost his sales figures.
0:44:53 > 0:44:57Was there any reason why you never went ahead with it?
0:44:57 > 0:44:59I'm sorry, sir?
0:44:59 > 0:45:02It could be Mr or Mrs, isn't it?
0:45:02 > 0:45:04Could be a man or a woman.
0:45:06 > 0:45:09Well, I was not... I was not to know that, sir.
0:45:11 > 0:45:14I don't want to get rid of George, I'd feel...
0:45:16 > 0:45:18..awful if I had to get rid of George.
0:45:19 > 0:45:23But he is far and away the worst sales person that we have got.
0:45:25 > 0:45:26Yes, my man!
0:45:26 > 0:45:29- Do me a favour, log out for a second for me.- Why?
0:45:29 > 0:45:31Nev wants to see you in his office.
0:45:31 > 0:45:33Oh, what have I done this time?
0:45:33 > 0:45:35The big man himself wants to see you.
0:45:35 > 0:45:37The big man wants to see me, does he?
0:45:37 > 0:45:41- I'll see you in a little while. - Yeah, I'll see you in an hour then.
0:45:42 > 0:45:45Nev's been forced into a tough decision
0:45:45 > 0:45:48about George's future at the call centre.
0:45:50 > 0:45:53- George.- Hey, Nev. - How you doing, son? Come on in.
0:45:53 > 0:45:55- I'm all right. Yourself, Nev?- I'm OK.
0:45:55 > 0:45:57OK.
0:45:57 > 0:45:58Anyway.
0:46:00 > 0:46:03- You've shaved, George, you've shaved.- I've shaved, Nev.
0:46:03 > 0:46:06Well, that makes you look a lot more human.
0:46:06 > 0:46:08- Oh, thank you.- OK.
0:46:09 > 0:46:13Heart-to-heart, George, heart-to-heart. OK.
0:46:13 > 0:46:15Erm...
0:46:17 > 0:46:19Honestly, you know, you like it here,
0:46:19 > 0:46:20we all love you, erm...
0:46:20 > 0:46:24but when you sell three fuel switches in a fortnight,
0:46:24 > 0:46:26whatever it was,
0:46:26 > 0:46:30it's £60 that you've earned in a fortnight.
0:46:31 > 0:46:32Yeah, it's not...
0:46:32 > 0:46:37It's not good, "nicht gut" as they would say in Germany, you know?
0:46:42 > 0:46:45- I think we've come to the end of the road.- OK.
0:46:45 > 0:46:49I really believe that there is a place for everybody on this Earth
0:46:49 > 0:46:51and we need to find your slot,
0:46:51 > 0:46:53and it's an odd-shaped slot
0:46:53 > 0:46:56- but we're going to try and find it.- All right.
0:46:56 > 0:47:00You know, I'm trying to have a bit of blue-sky thinking here, you know,
0:47:00 > 0:47:04where can I slot you and what can we do?
0:47:04 > 0:47:08I could move you into doing the mail, there is an opening
0:47:08 > 0:47:12for somebody to sort the mail, right?
0:47:12 > 0:47:14- I just need you to do it diligently.- Yeah.
0:47:14 > 0:47:17I need you to focus and concentrate and do it right.
0:47:17 > 0:47:21All right, we've come a long way, let's not cock it up now.
0:47:21 > 0:47:23- All right, Nev. - All right? Thanks, George.
0:47:23 > 0:47:26Thanks. Cheers, mate.
0:47:33 > 0:47:36I could be saying goodbye to the place right now,
0:47:36 > 0:47:38which is not what I want to do.
0:47:38 > 0:47:41I do genuinely like the place, I've made a lot of good friends
0:47:41 > 0:47:44but thinking about it, it's something new,
0:47:44 > 0:47:46something I've never done before and it's...
0:47:46 > 0:47:48I'm actually quite excited now,
0:47:48 > 0:47:51now I've had a chance to come outside and get some fresh air,
0:47:51 > 0:47:52I'm quite excited.
0:47:53 > 0:47:56I haven't done this much for anybody before and this is a...
0:47:56 > 0:48:00We're out on a wing and a prayer on this one, erm...
0:48:00 > 0:48:04Let's see if we can find a vocation for him, cos it's not in sales.
0:48:04 > 0:48:10I think I'll declare myself the head of the postal department
0:48:10 > 0:48:15and I mean department - it's just me, so...
0:48:15 > 0:48:19Yeah, I'm like the head of the postal department.
0:48:27 > 0:48:30It's the day of reckoning for Nev and Lisa's weight-loss showdown
0:48:30 > 0:48:32and the trash-talking has begun.
0:48:32 > 0:48:33She might be competitive
0:48:33 > 0:48:37but she's not in my league, really, is she, let's be fair.
0:48:37 > 0:48:40You know, she's a novice when it comes to competing.
0:48:41 > 0:48:44I've just got to beat Nev, I don't care about anybody else now,
0:48:44 > 0:48:47cos Nev always wins everything and it pisses me right off.
0:48:48 > 0:48:49You going down!
0:48:49 > 0:48:53I'm not going down, you're going down.
0:48:53 > 0:48:55Look at this, it's gone.
0:48:56 > 0:49:00Men seem to lose weight quicker than women as well, and I know this,
0:49:00 > 0:49:03so it's really difficult to be in competition with a bloke.
0:49:03 > 0:49:05Look at him.
0:49:05 > 0:49:08No, I'm not even turning round.
0:49:11 > 0:49:13No, thank you.
0:49:13 > 0:49:15Look at these.
0:49:15 > 0:49:17Look at these!
0:49:17 > 0:49:18No.
0:49:18 > 0:49:20Oh, yeah, these are nice, look at that!
0:49:20 > 0:49:23I'm going to leave these there for you and just see what happens.
0:49:23 > 0:49:26No problem, I could look at them all day.
0:49:26 > 0:49:28Bastard!
0:49:28 > 0:49:30He is looking really lean, isn't he?
0:49:30 > 0:49:32I don't care, I'll give it my best shot.
0:49:35 > 0:49:37In order to make weight this last five days,
0:49:37 > 0:49:39I have just about starved myself.
0:49:39 > 0:49:43I've been having these juices all the time. I haven't drunk any juice today
0:49:43 > 0:49:46cos I've been trying to starve myself even of juice today
0:49:46 > 0:49:49just to make sure I have every chance of winning.
0:49:49 > 0:49:53Right now, erm, I could eat whale and chips.
0:49:57 > 0:49:59Are you ready for a Fat Bastards weigh-in?
0:49:59 > 0:50:02Nev's rallying the troops for the final showdown.
0:50:02 > 0:50:04Upstairs now. Now, now, now.
0:50:04 > 0:50:06I got... I need fat bastards.
0:50:06 > 0:50:09But not everyone's keen to stand up and be counted.
0:50:09 > 0:50:11Hayley, now.
0:50:12 > 0:50:14- Now.- Not weighing, thanks.
0:50:14 > 0:50:16- Now.- I'm not weighing, I'm not weighing, Nev!
0:50:18 > 0:50:20Just watch the floor, will you?
0:50:20 > 0:50:23- I'm starving.- Be careful. Are you starving?- Yeah, and Kayleigh is.
0:50:23 > 0:50:25Ah, never mind, see.
0:50:25 > 0:50:29I'd have shaved if I'd have thought, there must be half a pound to shave.
0:50:29 > 0:50:32After weeks of gruelling discipline, and the odd chip butty,
0:50:32 > 0:50:36it's time to see who is the call centre's biggest loser.
0:50:38 > 0:50:41I can't even fit in here, that's why I need to lose weight.
0:50:41 > 0:50:42OK.
0:50:43 > 0:50:46- Here we go.- Don't be shouting out now, Nev.
0:50:47 > 0:50:51So, since your last weigh-in, you've lost four pounds.
0:50:51 > 0:50:52So that's five in total.
0:50:52 > 0:50:56Nev's quest to inspire his workforce into weight-loss
0:50:56 > 0:50:58seems to be working.
0:50:58 > 0:50:59Here it goes.
0:50:59 > 0:51:01Everybody's holding their breath.
0:51:01 > 0:51:03You've lost five pounds.
0:51:03 > 0:51:05THEY CHEER
0:51:05 > 0:51:08But not everyone's going in the right direction.
0:51:08 > 0:51:11- HE INHALES SHARPLY - I know.
0:51:11 > 0:51:14Since the first weigh-in, she's put on half a stone.
0:51:14 > 0:51:17You've put on half a stone since the first weigh-in.
0:51:17 > 0:51:19Finally, the favourites step forward.
0:51:22 > 0:51:24Come on, Lise.
0:51:24 > 0:51:26I'm not weighing till you leave the room.
0:51:26 > 0:51:28- I'm not leaving the room. - Yeah, I'm...
0:51:28 > 0:51:29I need to see fair play.
0:51:29 > 0:51:31No, there'll be fair play. I'm not cheating.
0:51:31 > 0:51:33There'll be fair play.
0:51:33 > 0:51:35Don't let him see it.
0:51:35 > 0:51:37CHUCKLING
0:51:39 > 0:51:41No, you can't, no!
0:51:41 > 0:51:43- Come on.- I need to see fair play.
0:51:43 > 0:51:45You've lost 11 pounds.
0:51:45 > 0:51:47THEY CHEER
0:51:47 > 0:51:51Come on, Nev! Come on, Nev!
0:51:51 > 0:51:52Now it's Nev's turn.
0:51:53 > 0:51:55Hang on. Hang on.
0:51:55 > 0:51:57And he's taking no chances.
0:51:57 > 0:51:59Shoes...
0:51:59 > 0:52:01socks...
0:52:02 > 0:52:04shirt.
0:52:04 > 0:52:06Let's go.
0:52:06 > 0:52:0811 pound?!
0:52:08 > 0:52:10I didn't have 11 pound to lose, did I?
0:52:12 > 0:52:14Right, come on!
0:52:27 > 0:52:29You've lost 13 pound.
0:52:29 > 0:52:31Yes!
0:52:31 > 0:52:36No! No! Cheat, it's a fix.
0:52:36 > 0:52:38Well done, Nev.
0:52:38 > 0:52:39Yes!
0:52:41 > 0:52:44Nev's juice regime has shed 13 pounds,
0:52:44 > 0:52:48earning him the call centre weight-loss crown.
0:52:48 > 0:52:50Thank you all very much.
0:52:50 > 0:52:52You all did very well - well, apart from Pippa.
0:52:52 > 0:52:54Everybody did really well.
0:52:56 > 0:52:58Excellent, excellent laugh.
0:52:58 > 0:53:00Now I'm going to go and get fat.
0:53:00 > 0:53:02THEY LAUGH
0:53:02 > 0:53:05As expected, it was a walk in the park and, erm,
0:53:05 > 0:53:09I stuffed Lisa out of sight - out of sight!
0:53:09 > 0:53:11- You didn't.- Didn't I?- No.
0:53:11 > 0:53:14All right then. She did very well.
0:53:14 > 0:53:15You can't all win all the time.
0:53:15 > 0:53:18- But you can try your best. - But you can try your best.
0:53:18 > 0:53:20But before the scales go back in the cupboard,
0:53:20 > 0:53:24Nev's arranged one final weigh-in especially for Hayley.
0:53:25 > 0:53:27Take the jumper off as well.
0:53:27 > 0:53:28No, I can't - it's all-in-one!
0:53:28 > 0:53:31I can't get my pecs out like you, Nev.
0:53:31 > 0:53:33THEY LAUGH
0:53:33 > 0:53:36Don't look at it then. You don't need to look.
0:53:36 > 0:53:38Hayley, try not to break the scales.
0:53:43 > 0:53:46- Blooming hell.- Too fat for it, it's not working.
0:53:46 > 0:53:49Oh, no, there's seriously something wrong with that.
0:53:49 > 0:53:51Girls, there is. No, there is. Honestly now.
0:53:51 > 0:53:53It's only, you've only put on three.
0:53:53 > 0:53:56You've put on three pounds?!
0:54:00 > 0:54:02- CRYING:- No, there's something wrong with that.
0:54:05 > 0:54:07- There is something wrong with it.- Hayley.
0:54:07 > 0:54:08- Don't get upset now.- Hayley.
0:54:08 > 0:54:12No, cos that means I've put on five pounds since last week in my house.
0:54:12 > 0:54:14No, look, Hayley, I adjusted the scales.
0:54:14 > 0:54:17- Did you?- Yeah.- Did you? Did you?!
0:54:17 > 0:54:19THEY LAUGH
0:54:19 > 0:54:22Did you really? Did you?!
0:54:23 > 0:54:25What is it then?
0:54:25 > 0:54:29- Exactly the same as you was before. - Exactly the same as you were before.
0:54:29 > 0:54:31HAYLEY GASPS
0:54:31 > 0:54:32Are you serious?
0:54:32 > 0:54:34- Yeah.- Yeah, yeah.
0:54:34 > 0:54:36Well done, Hayl, good girl.
0:54:36 > 0:54:40- You bastard. Bastard!- Argh!
0:54:40 > 0:54:41Can I have a cup of tea now?
0:54:41 > 0:54:43- Yeah.- Thanks.
0:54:43 > 0:54:45She must have forgiven me!
0:54:45 > 0:54:47HE CHUCKLES
0:54:49 > 0:54:51What a wanker of a boss, eh?
0:54:51 > 0:54:53THEY LAUGH
0:55:06 > 0:55:09See, one of the things about doing this job, I don't mind it,
0:55:09 > 0:55:11it's good, but it's just the paper cuts at the end of it.
0:55:11 > 0:55:14I'm wondering if I'd get danger money for that.
0:55:15 > 0:55:17Let's see...
0:55:19 > 0:55:21Come on, you bastard.
0:55:22 > 0:55:25Steven, I've only put two sugars in here cos you're dieting now,
0:55:25 > 0:55:27all right? Get used to it.
0:55:33 > 0:55:37I don't know. I just want an Indian or something,
0:55:37 > 0:55:39I just want a chicken bhuna.
0:55:44 > 0:55:47- Hello, George.- Hello, Nev.
0:55:47 > 0:55:48- Are you getting into it?- Yeah.
0:55:50 > 0:55:52- All right, Jeff, how are you today?- Very well.
0:55:52 > 0:55:55Are you all right? Yeah, good.
0:55:56 > 0:55:59I'm not sure what God will think of Nev, really,
0:55:59 > 0:56:01but I'll say even the Bible says
0:56:01 > 0:56:04a man is judged based on the content of their heart.
0:56:04 > 0:56:07- Right. Now, get out! - Oh, he shouted at me again.
0:56:07 > 0:56:09HE LAUGHS
0:56:09 > 0:56:11I think Nev's got a big heart
0:56:11 > 0:56:13and I'm grateful for everything he's done for me.
0:56:13 > 0:56:15- Ta-ra, George!- See you later.
0:56:15 > 0:56:18- Bye, love you. Bye!- Love you too.
0:56:22 > 0:56:26Call-centre enforcer Thorpy wants to have his cake and eat it...
0:56:26 > 0:56:29- We have to share the cake. - It's not, it's for my...
0:56:29 > 0:56:30it's MY cake.
0:56:30 > 0:56:34..Sales Agent Jody reveals her childhood dream...
0:56:34 > 0:56:37I always thought that I was going to teach Welsh people
0:56:37 > 0:56:40how to paint pictures of Jesus.
0:56:40 > 0:56:44..and after being led a merry dance after his season tickets go missing,
0:56:44 > 0:56:47Nev puts the boot in.
0:56:47 > 0:56:49THEY LAUGH
0:56:50 > 0:56:53A little bit of butt stocks always good for sales.