0:00:03 > 0:00:06Just giving a call-up to help lower the cost of your energy bills.
0:00:06 > 0:00:11Are you the bill payer? MAN ON PHONE: I am.
0:00:11 > 0:00:16Nev Wilshire is CEO of Swansea's third largest call centre.
0:00:16 > 0:00:19Get out, get out!
0:00:19 > 0:00:22What sums up my management style? Some say I'm barking orders,
0:00:22 > 0:00:24'some say I'm barking mad.'
0:00:24 > 0:00:27Woof. Oh, sorry.
0:00:27 > 0:00:29But there's life in the old dog yet.
0:00:29 > 0:00:33DOG BARKS OVER PHONE
0:00:33 > 0:00:35'Not again, not again.'
0:00:35 > 0:00:38It's an industry that now employs over a million people
0:00:38 > 0:00:42in the UK with an average age of just 26.
0:00:42 > 0:00:43'Oh, piss off.'
0:00:43 > 0:00:47Call centres are the factories of our time.
0:00:47 > 0:00:50Get these deals, make these calls, that's what I'm talking about.
0:00:50 > 0:00:53I think I just dialled your missus by mistake.
0:00:53 > 0:00:55But times have been tough.
0:00:55 > 0:01:00A few years ago the Queen had an annus "horribis" - a horrible year.
0:01:00 > 0:01:02We've had an annus anus...
0:01:02 > 0:01:04it's been tough.
0:01:04 > 0:01:05Go on.
0:01:05 > 0:01:07Don't yawn.
0:01:07 > 0:01:08More than ever,
0:01:08 > 0:01:12Nev's relied on his unique approach to motivating his young work force.
0:01:12 > 0:01:14Oh, Johnny!
0:01:14 > 0:01:16Now he's fighting back...
0:01:16 > 0:01:18See, that's what you've got to beat.
0:01:18 > 0:01:21We're making money again now, yeah. Go for it then.
0:01:21 > 0:01:23..with his loyal troops right behind him.
0:01:23 > 0:01:27Our main challenge in HR is...
0:01:29 > 0:01:31Hey, Jeff, you're looking good.
0:01:31 > 0:01:33I was going to say Nev then, don't say that.
0:01:33 > 0:01:36Morale is on the up...
0:01:36 > 0:01:37CHEERING Yeah!
0:01:37 > 0:01:41..for this Swansea call centre,
0:01:41 > 0:01:44where victory is only a cold call away.
0:01:44 > 0:01:47Are you not entertained?
0:01:47 > 0:01:49What's it like to be in charge of 600 people?
0:01:49 > 0:01:52It's an endurance, sometimes it's a marathon,
0:01:52 > 0:01:54sometimes you have to sprint to keep up,
0:01:54 > 0:01:58but I love it, absolutely love it.
0:01:58 > 0:02:01Welcome to Nev's world.
0:02:14 > 0:02:16In Swansea, it's summer time
0:02:16 > 0:02:19and the call centre is sweltering in the heat.
0:02:21 > 0:02:24We need fans we do, we haven't got many fans in here.
0:02:24 > 0:02:25Oh, I dunno.
0:02:25 > 0:02:28My make-up's melting now. Ooft.
0:02:28 > 0:02:30Some staff are getting hot under the collar.
0:02:30 > 0:02:33Have you heard of the incentives available for solar?
0:02:33 > 0:02:35WOMAN ON PHONE: 'Yeah.'
0:02:35 > 0:02:37The Government need the country to be more green by,
0:02:37 > 0:02:40they've given us a target of 2020. If that's not done obviously
0:02:40 > 0:02:43we're going to get, hmm, they're going to get, er...
0:02:46 > 0:02:47WOMAN: Hello.
0:02:50 > 0:02:52I just flat-out just choked on a call.
0:02:52 > 0:02:55I couldn't think of a word.
0:02:55 > 0:02:56Shit.
0:02:56 > 0:02:58Shit, shit, shit, shit, shit, shit.
0:03:00 > 0:03:04Luckily, CEO Nev Wilshire's on hand to maintain the higher
0:03:04 > 0:03:06standards on the sales floor.
0:03:06 > 0:03:09On your feet, get on your feet. Get on your feet.
0:03:09 > 0:03:11Sell standing up, come on, pace around now. I don't want to.
0:03:11 > 0:03:14IMITATING HER: "I don't want to."
0:03:14 > 0:03:16Loosen up, loosen up. Have you loosened up?
0:03:16 > 0:03:19No.
0:03:19 > 0:03:22Give it one of these, brrr. Brrr.
0:03:22 > 0:03:23Come on!
0:03:23 > 0:03:24No, I can't do that.
0:03:24 > 0:03:26I'm going to kick you up the arse in a minute.
0:03:26 > 0:03:29Don't you do that, I'm sensitive. Come on then, let's get in it.
0:03:29 > 0:03:31I'm with it, I'm doing it. Hello?
0:03:31 > 0:03:34Hello, I'm Rachel, I'm calling from Save Britain Money
0:03:34 > 0:03:37and we're offering a way to save you money on electricity bills.
0:03:37 > 0:03:41She's engaged, she's engaged. She's all right, up and running.
0:03:41 > 0:03:42It means that you don't have to...
0:03:42 > 0:03:44Up and running.
0:03:44 > 0:03:46She's on a sale.
0:03:48 > 0:03:53Nev spent years working 24/7 to build up his call centre empire.
0:03:55 > 0:03:59But sometimes even high-powered businessmen need a break.
0:03:59 > 0:04:03Holidays? Er, last year, I managed to squeeze in one week.
0:04:03 > 0:04:05Needless to say,
0:04:05 > 0:04:08I take my laptop with me and the mobile phone is on all the time,
0:04:08 > 0:04:11so, yeah, never away from it totally,
0:04:11 > 0:04:15but as you get bigger and you've got more of a management structure,
0:04:15 > 0:04:19then it is easier to take a little bit of time off.
0:04:19 > 0:04:20During his week away,
0:04:20 > 0:04:24Nev's leaving his empire in the hands of his brightest and best -
0:04:24 > 0:04:28maverick shift manager Twe and his son, Phil.
0:04:30 > 0:04:32So I'm going on holiday, right, and here's the hat to prove it.
0:04:32 > 0:04:35This is the holiday hat, the much-travelled holiday hat. OK.
0:04:35 > 0:04:37This has been around the world. Yeah, it's a nice hat.
0:04:37 > 0:04:39Well, it's been to Tenby anyway.
0:04:39 > 0:04:42It's a nice hat. It is a good hat, isn't it? Yeah.
0:04:42 > 0:04:45OK, so while I'm away,
0:04:45 > 0:04:48it's vital that we hit our next target for September,
0:04:48 > 0:04:52so make sure that you keep driving it.
0:04:52 > 0:04:55Keep people happy, keep the motivation going.
0:04:55 > 0:04:57Keep the beat going? Do you care? Keep the sweets flowing.
0:04:57 > 0:05:01As you know, when the cat's away, the mice will play.
0:05:01 > 0:05:04Don't be mice. Be cats. Right.
0:05:04 > 0:05:06Be fellow cats, right?
0:05:06 > 0:05:08Do not take the piss while I'm away, right,
0:05:08 > 0:05:13cos I will have eyes and ears everywhere. Uh-huh. OK.
0:05:13 > 0:05:16Now, rearrange this well-known phrase or saying -
0:05:16 > 0:05:18Off...bugger.
0:05:19 > 0:05:22I think I get the message. Cheers, thanks, Nev. Thanks.
0:05:22 > 0:05:24Thanks for coming in. See you again. Thanks, son.
0:05:24 > 0:05:26Enjoy your holiday, Nev. Bring back something nice.
0:05:26 > 0:05:29I'll try my very best. I'll bring you back some rock.
0:05:29 > 0:05:33If we don't set the building on fire, I think he'll be thrilled.
0:05:33 > 0:05:34Yeah.
0:05:34 > 0:05:37I think that was his polite way of saying no practical jokes or
0:05:37 > 0:05:41anything like that while he's away and just create an emphasis
0:05:41 > 0:05:45to make sure that there's still a business here when he gets back.
0:05:45 > 0:05:47Yeah, bit daunting going away.
0:05:47 > 0:05:50Most people would really look forward to it.
0:05:50 > 0:05:53Sometimes I shit myself when I'm going away,
0:05:53 > 0:05:58thinking of leaving it to Twe and Phil and it's what we said,
0:05:58 > 0:06:01you know, surround yourself with good people and the rest is easy.
0:06:01 > 0:06:04I just need to find some good people now and away we go.
0:06:08 > 0:06:11Nev's not the only one taking a well-earned break
0:06:11 > 0:06:16from the call centre.
0:06:18 > 0:06:26Nev's tea trolley queen Hayley
0:06:26 > 0:06:29But busting a gut while the boss is away isn't on everyone's agenda.
0:06:29 > 0:06:33I think it's a bit more relaxed when he's not here.
0:06:33 > 0:06:37When the big boss goes, people just feel like oh.
0:06:37 > 0:06:39Like they're not on edge as much.
0:06:41 > 0:06:45# So wake me up when it's all over. #
0:06:45 > 0:06:49These are my decks. Friday, we have the decks out. Oh!
0:06:51 > 0:06:54They're cool, aren't they? Like decks on a Friday.
0:06:57 > 0:07:01One person who won't be resting on their laurels in Nev's absence
0:07:01 > 0:07:03is his dedicated shift manager, Twe.
0:07:03 > 0:07:07'Nev going on holiday means that every person in the company
0:07:07 > 0:07:10'has to step up and show what they can do when the boss is away.'
0:07:10 > 0:07:11You know, over this next week,
0:07:11 > 0:07:14I just want you guys to get used to this new product.
0:07:14 > 0:07:18'I look up to Nev massively and I've got the same ambitions'
0:07:18 > 0:07:21that Nev had when he was my age.
0:07:21 > 0:07:27I think when Nev was my age, he was starting his own heating business
0:07:27 > 0:07:29and he was a millionaire
0:07:29 > 0:07:33and that's where I want to be in five years' time, you know.
0:07:33 > 0:07:35Is that cool? Who'd have thought?
0:07:35 > 0:07:39Let's get it on, let's go down by here. Pen and papers. Yes, please.
0:07:43 > 0:07:46Er, it's Jen calling from Save Britain Money.
0:07:46 > 0:07:49Have you ever looked at solar panels before, sir?
0:07:51 > 0:07:53PHONE HANGS UP
0:07:53 > 0:07:55Or you can just hang up on me.
0:07:56 > 0:08:00Just back from a long holiday is sales agent Jennie who's been
0:08:00 > 0:08:04a key player in Nev's call centre family for the past two years.
0:08:04 > 0:08:06I went away to Bulgaria for three months,
0:08:06 > 0:08:12basically just repping, bar crawls, partying.
0:08:12 > 0:08:15You name it, we done it.
0:08:15 > 0:08:17Just to get an experience really
0:08:17 > 0:08:19and now I'm back in the call centre.
0:08:21 > 0:08:24But since her return, 21-year-old Jennie
0:08:24 > 0:08:26is struggling to shake the holiday hangover.
0:08:26 > 0:08:28Another reason why I called back is
0:08:28 > 0:08:30because there's a new company incentive.
0:08:31 > 0:08:34OK, well, even if... PHONE HANGS UP
0:08:34 > 0:08:36Phew, I'm going to flip now in a minute.
0:08:36 > 0:08:38'It just catches up with you'
0:08:38 > 0:08:41but I think I've drunk so much out there, all my...
0:08:41 > 0:08:43What do you call them now?
0:08:43 > 0:08:46Brain cells and stuff,
0:08:46 > 0:08:49they've all just disintegrated and I can't concentrate on anything.
0:08:49 > 0:08:53My liver's packed in. When I cough, it hurts.
0:08:53 > 0:08:54I think it's my liver anyway.
0:08:56 > 0:08:58I just can't concentrate.
0:08:58 > 0:09:02And it's not just Jennie's brain cells that are on the slide.
0:09:02 > 0:09:05So how are you on one deal today?
0:09:05 > 0:09:09Because all of... And like Rachel's on five. Sean's on four.
0:09:09 > 0:09:11That's good for Sean.
0:09:11 > 0:09:13I mean, I have been trying.
0:09:13 > 0:09:17So what's happened? Have you just been unlucky? Yeah, like always.
0:09:18 > 0:09:20With Nev on a plane to Hawaii,
0:09:20 > 0:09:25it's up to Twe to re-energise Jennie in his own unique way.
0:09:25 > 0:09:27'My management style is a bit different to other people's.
0:09:27 > 0:09:29'I do try and get the best through'
0:09:29 > 0:09:33having a laugh and having a very motivationally-creative sales talk.
0:09:33 > 0:09:36All right, we come in here, bring in a lot of rotten fruit,
0:09:36 > 0:09:40veg and eggs cos I'll give you guys a bit of an early finish as well.
0:09:40 > 0:09:42We'll just throw it at the rest of the sales guys
0:09:42 > 0:09:44and then run the BLEEP out of here. Yeah.
0:09:44 > 0:09:46You'd like that, wouldn't you?
0:09:46 > 0:09:48'But, you know, there's a line in the sand.
0:09:48 > 0:09:52'You can have humour up until that, but then if results aren't coming in'
0:09:52 > 0:09:55and people still expect to mess around and have lots of banter,
0:09:55 > 0:09:57then they're fundamentally wrong.
0:09:59 > 0:10:03Do you want to just help yourself to a seat, Jen?
0:10:03 > 0:10:04Ah, so how's things?
0:10:06 > 0:10:08Not too bad.
0:10:08 > 0:10:10Not too bad? Hmm.
0:10:10 > 0:10:13What do you mean by "not too bad?"
0:10:13 > 0:10:17Just struggling in sales at the minute. I've lost me touch.
0:10:17 > 0:10:19Why do you think you're struggling?
0:10:19 > 0:10:21I think I'm just burnt out.
0:10:21 > 0:10:22Burnt out?
0:10:22 > 0:10:25You do realise you had three months off in the summer,
0:10:25 > 0:10:27don't you? And you're burnt out?
0:10:27 > 0:10:28I don't know what it is.
0:10:28 > 0:10:31I know I can sell and I know I can do it, it's just, I dunno,
0:10:31 > 0:10:34I've tried every angle, I've looked at every script
0:10:34 > 0:10:37and it's just not working. OK.
0:10:37 > 0:10:42You were a top seller a few months ago before you went to Bulgaria,
0:10:42 > 0:10:44drunk yourself dry over what, three months,
0:10:44 > 0:10:46every night for three months?
0:10:46 > 0:10:50I haven't seen one ounce of the personality that you had
0:10:50 > 0:10:53since you've come back. I left it in Bulgaria by accident.
0:10:53 > 0:10:56Yeah, no, you've pissed it up, pissed it away, you have.
0:10:56 > 0:10:57All your personality.
0:10:57 > 0:11:01But having worked with Nev for over five years,
0:11:01 > 0:11:04Twe's got a few motivational tricks up his sleeve.
0:11:04 > 0:11:07OK, first things first.
0:11:07 > 0:11:10I'm going to talk to you about perception, OK?
0:11:10 > 0:11:13From five o'clock to six o'clock tonight,
0:11:13 > 0:11:18you watch a wildlife programme based on lions
0:11:18 > 0:11:20and how lions survive in the wild.
0:11:20 > 0:11:24Now, lions eat gazelles, OK, lions eat gazelles.
0:11:24 > 0:11:25LAUGHING: Lions eat gazelles.
0:11:25 > 0:11:28Listen, hear me out. Listen to this, lions eat gazelles. Yeah.
0:11:28 > 0:11:31So there's a little lion cub, it hasn't eaten for a week, OK?
0:11:31 > 0:11:35And you're on the side of the lion cub because that's your perception.
0:11:35 > 0:11:37So, you want the mother to kill the gazelle.
0:11:37 > 0:11:42But guess what, once that programme ends, from six till seven,
0:11:42 > 0:11:44you're then watching a programme about gazelles
0:11:44 > 0:11:47and you're thinking, "Oh, BLEEP. Go on, little gazelle,
0:11:47 > 0:11:49"get away from that lion."
0:11:49 > 0:11:53Why? Because 60 minutes previous, you wanted that gazelle to be dead,
0:11:53 > 0:11:55cos that was your perception.
0:11:55 > 0:11:58You know, your perception's in your head.
0:11:58 > 0:12:02It's not in anyone else's head and you need to change it.
0:12:02 > 0:12:05Getting sales is very much like making a suit.
0:12:05 > 0:12:09You've got to tailor your pitch and your management style to that
0:12:09 > 0:12:13person depending on how that suit will fit them,
0:12:13 > 0:12:17and you can be loud, brash and get things done through comedy
0:12:17 > 0:12:21or the flip side of that coin is, you've got to, you know,
0:12:21 > 0:12:24sit down and be quite timid and quite educational with people.
0:12:24 > 0:12:28So what are you? A lion or gazelle?
0:12:28 > 0:12:30An ant. A what?
0:12:30 > 0:12:32An ant. An ant?
0:12:32 > 0:12:37The process of managing through analogies, hmm, manalogement.
0:12:37 > 0:12:42The only thing I ask is that you be a bit open-minded
0:12:42 > 0:12:44and turn that frown upside down.
0:12:48 > 0:12:50It's hard, do you know what I mean?
0:12:50 > 0:12:52When, yeah, you've had these pep talks,
0:12:52 > 0:12:55you've put yourself in a situation where you think,
0:12:55 > 0:12:58"Right, PMA, Positive Mental Attitude.
0:12:58 > 0:12:59"I'm going to get it this time."
0:12:59 > 0:13:01And there's only so many times you've been knocked back
0:13:01 > 0:13:04before you're just fed up and can't be arsed any more.
0:13:04 > 0:13:07Do you know what I mean?
0:13:07 > 0:13:08As much as I want to believe...
0:13:08 > 0:13:10I'm not, I do believe...
0:13:10 > 0:13:12No, I don't. That's it, I don't believe it.
0:13:12 > 0:13:17I don't believe I can do it any more, so I have given up.
0:13:22 > 0:13:24While Twe's trying to raise morale,
0:13:24 > 0:13:27Phil's keen to use Nev's absence as a chance to shine.
0:13:27 > 0:13:30'This business means a hell of a lot to all of us'
0:13:30 > 0:13:34and, you know, to Nev because it's his
0:13:34 > 0:13:39and to me because this is going to be mine,
0:13:39 > 0:13:45so if I make an error, it can have massive ripple effects.
0:13:45 > 0:13:50Right, so we've got some mammoth targets to hit now in September,
0:13:50 > 0:13:55so we've decided that we're going to take the call centre on the road
0:13:55 > 0:13:59using the Nev bus.
0:13:59 > 0:14:02We're going to go street to street and try and find the people
0:14:02 > 0:14:05who want cavity or loft insulation for free.
0:14:05 > 0:14:08Pretty positive someone will draw a moustache on him
0:14:08 > 0:14:10or deface him in some sort of way.
0:14:10 > 0:14:12You know, I think it will be well received,
0:14:12 > 0:14:15so I think we'll get some good sales out of it.
0:14:16 > 0:14:19Phil's chosen his trustee lieutenants Twe and Dwain
0:14:19 > 0:14:21to lead the off-site sales drive.
0:14:21 > 0:14:25What is it, and why? What is it? It's a Nev bus.
0:14:25 > 0:14:27I like it.
0:14:27 > 0:14:28Yeah.
0:14:28 > 0:14:30THEY LAUGH
0:14:30 > 0:14:34Basically, we're going to try and fill it up with canvassers. Right.
0:14:34 > 0:14:38And get people out in the field, selling door to door,
0:14:38 > 0:14:40using the brand Nev.
0:14:44 > 0:14:48Come on you, guys, come on in.
0:14:48 > 0:14:50This is where the action is.
0:14:50 > 0:14:53Phil's taking a dozen of the call centre's top sellers
0:14:53 > 0:14:56off the phones and onto the Nev bus
0:14:56 > 0:14:59and Hayley's jumped at the chance to abandon her tea urns
0:14:59 > 0:15:00and get out in the sun.
0:15:00 > 0:15:02Let's roll.
0:15:05 > 0:15:06Ready? Yeah.
0:15:07 > 0:15:09Let's go.
0:15:15 > 0:15:18I want to go on the Nev bus.
0:15:18 > 0:15:19It looks like fun.
0:15:19 > 0:15:21I think they'll enjoy it.
0:15:21 > 0:15:25It's better than sitting in an office all day, it's gross.
0:15:25 > 0:15:26Back at base, with the cats away,
0:15:26 > 0:15:29it doesn't take long for the mice to play.
0:15:29 > 0:15:31Yeah, look at that one.
0:15:35 > 0:15:36Hello?
0:15:41 > 0:15:44Ah, this will brighten up the day.
0:15:45 > 0:15:48We should do loads of them and stick them on the ceiling.
0:15:48 > 0:15:50THEY LAUGH
0:15:50 > 0:15:53This is how productive my day is. Oh, shit.
0:15:57 > 0:16:01I'm way too hung-over - all I can think about is feeling,
0:16:01 > 0:16:03just being sick.
0:16:03 > 0:16:06I'm really sorry, I'm really sorry.
0:16:10 > 0:16:12Phil's master-plan to boost profits
0:16:12 > 0:16:15is to drive a hit squad of top sellers across town
0:16:15 > 0:16:18to the affluent Mumbles Bay.
0:16:18 > 0:16:19OK, Hayles, are you ready? Yeah.
0:16:19 > 0:16:22OK. I'm nervous and I'm only giving out sweets.
0:16:22 > 0:16:25It's...a high income area. It's posh, it's too posh for me.
0:16:25 > 0:16:28Yeah, will you tone it down a bit around here?
0:16:32 > 0:16:36Hello there, my name's Steve, I'm part of the Save Britain Money Group.
0:16:36 > 0:16:39Have you had all your wall insulation done at all, or...?
0:16:39 > 0:16:42WOMAN: Oh, no. Is that something you would be interested in?
0:16:42 > 0:16:43No? All right, no problem.
0:16:43 > 0:16:47But in the hot Swansea sun, the team make a slow start.
0:16:47 > 0:16:51Er, today, in total, zero.
0:16:55 > 0:16:56And as the day goes on,
0:16:56 > 0:16:59the door-to-door sales drive is proving harder than Phil thought.
0:16:59 > 0:17:02We've knocked a few, haven't we? Yeah, we've done a few.
0:17:02 > 0:17:03Yeah, we've done a few.
0:17:03 > 0:17:07All done. All done round here, yeah? All done, yeah. No luck.
0:17:07 > 0:17:11Everyone's been done. Right. So we'll move on then.
0:17:11 > 0:17:12Particularly at the top. Yeah.
0:17:12 > 0:17:15All right. Let's go.
0:17:15 > 0:17:18Thanks very much. All right, bye. Take care. Bye-bye.
0:17:22 > 0:17:24Someone took a sweet off me anyway.
0:17:24 > 0:17:26Yeah, but they didn't sign up, did they?
0:17:26 > 0:17:28I couldn't interest you in a free survey as well to get
0:17:28 > 0:17:29that looked at?
0:17:29 > 0:17:31WOMAN: No. Right, not a problem at all.
0:17:31 > 0:17:34Thank you very much for your time and all the best to you, all right.
0:17:34 > 0:17:36I just felt like a bit of a twat, standing there. OK, sweet.
0:17:36 > 0:17:39Do you know what I mean? I was just, I don't know what to do,
0:17:39 > 0:17:42I feel like, I feel stupid walking around.
0:17:42 > 0:17:43I need more...
0:17:43 > 0:17:47I don't know. This is a very posh area as well,
0:17:47 > 0:17:50so I don't think, I don't think I fit in up here.
0:17:52 > 0:17:57Yeah, that was just a pointless conversation as well because...
0:17:57 > 0:17:59SHE LAUGHS
0:17:59 > 0:18:01I'm not even lying, there's wasps all over me!
0:18:01 > 0:18:04Right, come on. There's wasps, there's wasps!
0:18:04 > 0:18:07Trust me, he's gone. There's a BLEEP wasp on me.
0:18:08 > 0:18:11I'm not even lying, there's a wasp on me. It's gone.
0:18:11 > 0:18:13It's on my face!
0:18:17 > 0:18:18Right. Oh, BLEEP this, guys.
0:18:18 > 0:18:20It's following me, look at it chasing me.
0:18:20 > 0:18:22That's not even funny.
0:18:22 > 0:18:25Oh, my God. Right, come on.
0:18:25 > 0:18:29How can we look professional when there's wasps chasing us?
0:18:29 > 0:18:31I know, come on, Dwain's team have already done this, I think.
0:18:31 > 0:18:32Have they, they've had one?
0:18:32 > 0:18:34No, they've gone all the way up there.
0:18:34 > 0:18:36There's wasps following us now.
0:18:41 > 0:18:42HE GROANS
0:18:42 > 0:18:46Without Twe to raise spirits and Nev still on holiday,
0:18:46 > 0:18:49those remaining at the call centre are a little lacklustre.
0:18:49 > 0:18:52It's a bit weird him not being here, his loud mouth shouting up and
0:18:52 > 0:18:57down the floor, but, you know, yeah, it's a lot quieter, I must admit.
0:18:57 > 0:19:00It's dead in here actually. It's like a bloody morgue.
0:19:00 > 0:19:03I don't know what's going on today.
0:19:03 > 0:19:07Luckily, he's back to re-inject the mojo.
0:19:07 > 0:19:08OK, guys, Twe's back!
0:19:10 > 0:19:12Or is he?
0:19:12 > 0:19:13Come on, guys.
0:19:13 > 0:19:15Come on, guys, get back on the phones, dialling.
0:19:15 > 0:19:18Is that cool? Brilliant.
0:19:18 > 0:19:20THEY LAUGH
0:19:20 > 0:19:22Is that cool? Is that cool?
0:19:22 > 0:19:27Beautiful, beautiful. Is that cool?
0:19:27 > 0:19:29Let's get it on.
0:19:31 > 0:19:34APPLAUSE AND CHEERING
0:19:40 > 0:19:43Back in the field, Phil's door-to-door sales drive
0:19:43 > 0:19:46isn't proving the instant success he hoped.
0:19:46 > 0:19:49Well, we've had a few...couple of interests.
0:19:49 > 0:19:54So, yeah, we're just trying to find the ones that haven't been done yet.
0:19:54 > 0:19:59And in the face of adversity, Phil's decided to beat a retreat.
0:19:59 > 0:20:03I'm going to head off, so make sure the guys keep it up. Yeah.
0:20:03 > 0:20:06We almost had one, but it didn't work out.
0:20:06 > 0:20:08Keep up the good work, mate.
0:20:08 > 0:20:10With a bit of luck, we'll get some results out here now.
0:20:10 > 0:20:13Yeah, superb. And if they haven't been done, we'll get them done.
0:20:13 > 0:20:16Good man, good man. Right. Right, keep it up. Take it easy, all right?
0:20:16 > 0:20:19Despite being asked to keep business on track by his dad,
0:20:19 > 0:20:21the commercial director has a bombshell to drop.
0:20:21 > 0:20:24For the rest of the week, I am now on holiday,
0:20:24 > 0:20:27so I'm going abroad now, so hmm, yeah, I'm going
0:20:27 > 0:20:31to leave it in the capable hands of Twe and Dwain.
0:20:34 > 0:20:36The safe, safe hands, hmm.
0:20:36 > 0:20:40So, yeah, I'm off now, so I'll be back...
0:20:40 > 0:20:42I'm on the end of a mobile, I've got my e-mails,
0:20:42 > 0:20:47so I'll find the scores whilst I'm away. All right?
0:20:57 > 0:21:02But while Phil may have disappeared, Twe's problems haven't.
0:21:04 > 0:21:06TWE LAUGHS NERVOUSLY
0:21:06 > 0:21:08Right, come on then, let's go.
0:21:08 > 0:21:10It can be dangerous, you know, lions, tigers,
0:21:10 > 0:21:12all forms of wildlife.
0:21:14 > 0:21:17With their tails between their legs, Twe's team call it a day
0:21:17 > 0:21:19and head for home.
0:21:26 > 0:21:28With Phil on a fast track to a sun lounger,
0:21:28 > 0:21:32Twe is now sailing the sales ship alone.
0:21:32 > 0:21:33To add to the pressure,
0:21:33 > 0:21:37a certain CEO has called in for a company progress update.
0:21:37 > 0:21:39Got a call with Nev,
0:21:39 > 0:21:42probably to rub in how much of a nice time he's having.
0:21:42 > 0:21:45He'll probably question why Phil has sent me in the field,
0:21:45 > 0:21:47instead of being in the call centre.
0:21:47 > 0:21:50I'm still waiting for an answer on that one,
0:21:50 > 0:21:53so he's going to have to wait for the answer off Phil
0:21:53 > 0:21:54except Phil's in Egypt.
0:21:54 > 0:21:57So he's going to have to wait another two weeks for that answer.
0:21:57 > 0:22:00Nev doesn't know that we've been going out in the field
0:22:00 > 0:22:02actually seeing customers.
0:22:03 > 0:22:07NEV ON PHONE: 'Twe.' Hello, what's going on, Nev?
0:22:07 > 0:22:09I'm all the better for seeing your ugly mug.
0:22:09 > 0:22:11Ah, lovely. It looks... Not.
0:22:11 > 0:22:13It looks like you're having a nice time.
0:22:13 > 0:22:17That's a nice shirt. It looks like my nan's curtains.
0:22:17 > 0:22:19Really?
0:22:19 > 0:22:22Ah, you're jealous, Twe. Yeah.
0:22:22 > 0:22:25Anyway, er, what's happening back at the ranch?
0:22:25 > 0:22:29Well, you know you told us to look after the call centre?
0:22:29 > 0:22:32Yes. I haven't been here the last few days.
0:22:32 > 0:22:34Yes. We've been in the field knocking doors.
0:22:40 > 0:22:42Right.
0:22:42 > 0:22:46So basically my instructions just weren't followed at all?
0:22:46 > 0:22:48Hmm, it was...
0:22:48 > 0:22:51So everybody was out knocking doors?
0:22:51 > 0:22:57It was an executive decision to force us to do it by Phil.
0:22:58 > 0:23:00Where is Phil now?
0:23:00 > 0:23:02TWE LAUGHS
0:23:02 > 0:23:04Phil's in Egypt.
0:23:06 > 0:23:07Really?
0:23:07 > 0:23:09Phil's gone to Egypt.
0:23:09 > 0:23:10I see.
0:23:12 > 0:23:14Right.
0:23:14 > 0:23:17So both of you have abandoned your posts?
0:23:17 > 0:23:20No, I was at, I wanted to stay in the call centre.
0:23:20 > 0:23:25If this had happened to Napoleon, by now, you would be shot.
0:23:25 > 0:23:28Right, yeah.
0:23:30 > 0:23:32All right, I'm going to have to go, Twe, the battery's going.
0:23:32 > 0:23:35All right, no worries. Have a nice holiday, Nev.
0:23:35 > 0:23:37Have a nice holiday. See you next week.
0:23:37 > 0:23:38See you next week. Ta-ta.
0:23:41 > 0:23:46Ah, so, whose decision was it to send me in the field then,
0:23:46 > 0:23:50that I get shit for and now he's gone to Egypt? Thanks, Phil.
0:23:51 > 0:23:52HE SIGHS
0:23:57 > 0:24:00The door-knocking team are back at the call centre but Hayley's still
0:24:00 > 0:24:04getting distracted from covering the absent tea lady's round.
0:24:05 > 0:24:08No wonder Nev jumps in the air where there's a gap,
0:24:08 > 0:24:12and it looks good where people just click.
0:24:19 > 0:24:21Did I do it? Did I do it?
0:24:21 > 0:24:25So for the sales agents in the other building, it's self-service.
0:24:26 > 0:24:30Trying to fend for ourselves, stirring coffee with a fork.
0:24:30 > 0:24:35Using cups instead of spoons for measuring.
0:24:35 > 0:24:36How do you do it?
0:24:38 > 0:24:41You know people flick their legs in the air at the same time.
0:24:45 > 0:24:47Doing acrobats.
0:24:52 > 0:24:55With his ears still ringing from Nev's video call,
0:24:55 > 0:24:58Twe's banking on his trade mark motivational skills to get
0:24:58 > 0:25:00the call centre back up to speed.
0:25:00 > 0:25:02Looking at the board, I know you're struggling
0:25:02 > 0:25:05so I've got a little bit of motivation for you.
0:25:05 > 0:25:08Take that, play with that as much as you want,
0:25:08 > 0:25:12but, let's get some deals out of it. All right, champ?
0:25:12 > 0:25:17Twe has given Festja a little motivational tool.
0:25:17 > 0:25:19So, as you can see,
0:25:19 > 0:25:21it's all women with their boobs out.
0:25:21 > 0:25:24Well, they haven't got them out but, you know, they might as well
0:25:24 > 0:25:27have them out, so since he's given this to Festja,
0:25:27 > 0:25:29like it goes all different ways,
0:25:29 > 0:25:31Festja seems to have a bit more motivation, but obviously
0:25:31 > 0:25:34I'm not very impressed because I haven't got anything like that so
0:25:34 > 0:25:39I'm going to have to make something for me with all men on it, I think.
0:25:39 > 0:25:43Twe's also still keeping tabs on Jennie but it seems some issues
0:25:43 > 0:25:46will take more than a bit of eye candy to solve.
0:25:46 > 0:25:50Was it yourself I spoke to last week?
0:25:50 > 0:25:52WOMAN ON PHONE: No, I don't know anything about this.
0:25:52 > 0:25:56All right, so you haven't looked at solar energy before?
0:25:56 > 0:25:58I have but I'm going to have to leave it
0:25:58 > 0:26:01because I'm thinking about selling the house.
0:26:01 > 0:26:03Jennie's just having one of them days
0:26:03 > 0:26:05when she's feeling very down.
0:26:05 > 0:26:07She hates everyone, hates everything,
0:26:07 > 0:26:11hates this job, hates speaking to people, hates the phones.
0:26:11 > 0:26:13Everyone has them days, everyone.
0:26:13 > 0:26:16Hi, it's Jen calling from Nationwide Energy Services,
0:26:16 > 0:26:19the company who surveys... MAN: Not again, not again.
0:26:19 > 0:26:23When you're sitting down, day in, day out, doing the same thing,
0:26:23 > 0:26:26looking at the same wall every single day,
0:26:26 > 0:26:28I think it can get you mentally, you know.
0:26:28 > 0:26:30Could you knock me off the list?
0:26:30 > 0:26:33Yeah, that's fine, no problem. Thanks. Thank you.
0:26:39 > 0:26:41Determined to get Jennie back on track,
0:26:41 > 0:26:45Twe's called her in for an early morning sales masterclass.
0:26:45 > 0:26:47Er, I'm making two coffees this morning -
0:26:47 > 0:26:50one for myself, one for Jennie.
0:26:50 > 0:26:53She's due in in 16 seconds.
0:26:53 > 0:26:56But it looks like poor Twe has been stood up.
0:26:56 > 0:26:59It's not about coming in three minutes early
0:26:59 > 0:27:02or any prescribed amount of time early,
0:27:02 > 0:27:06it's the fact that she needed help with sales and I'm willing to come
0:27:06 > 0:27:11in early and invest my time and my effort and my energy into trying
0:27:11 > 0:27:16to earn her commission, and she can't be bloody bothered to turn in.
0:27:22 > 0:27:25Ten minutes early. Rob, what time were you in this morning?
0:27:25 > 0:27:28Yeah, but you come in a good bit early, don't you,
0:27:28 > 0:27:30to get your shit sorted?
0:27:30 > 0:27:35Do you really think I've got ten minutes to give you every morning,
0:27:35 > 0:27:40just to give you pitch practice and stuff like that, because I don't.
0:27:40 > 0:27:42Oh, yeah, I've got pitch practice, have I?
0:27:42 > 0:27:46Yeah, you had it, 25 minutes ago? 22 minutes ago.
0:27:46 > 0:27:47I tried but...
0:27:47 > 0:27:50OK, well, obviously, you don't need my help
0:27:50 > 0:27:53doing pitch practice and stuff like that,
0:27:53 > 0:28:00so I know you finished on zero yesterday. Yeah.
0:28:00 > 0:28:07I know, but I tried my hardest. Jen, I've done talking with you.
0:28:07 > 0:28:12I needed to be in half an hour early but I tried my best.
0:28:12 > 0:28:14I did, I tried my best.
0:28:14 > 0:28:16With her call centre career in free fall,
0:28:16 > 0:28:19Jennie turns to best friend Hayley for advice.
0:28:19 > 0:28:22When I was on the phones and I weren't getting deals,
0:28:22 > 0:28:24you feel pressured and it pisses you off, don't it,
0:28:24 > 0:28:27cos you know you can do it and you've done it before.
0:28:27 > 0:28:30That's what's so frustrating, cos I used to smash them up before.
0:28:30 > 0:28:33Like, as I said, deals are worth trying,
0:28:33 > 0:28:37but now because it's like shit, we're not getting deals, you,
0:28:37 > 0:28:41you try them all and you're just getting more pissed off.
0:28:42 > 0:28:44I don't know. I don't know. Just...
0:28:51 > 0:28:55Monday morning at the call centre and while Phil is still on holiday,
0:28:55 > 0:28:58Twe's preparing for the big boss's return.
0:28:58 > 0:29:01Let's make this first shift an absolutely rocking one
0:29:01 > 0:29:04and let's show Nev what we, what we're capable of doing.
0:29:04 > 0:29:05Is that cool?
0:29:05 > 0:29:07Nev's back from Hawaii
0:29:07 > 0:29:10and on his way in to see how they've coped without him.
0:29:10 > 0:29:13Before I went, I was thinking, "Oh, boy
0:29:13 > 0:29:16"can I afford to leave this," you know,
0:29:16 > 0:29:23with everything that's going on, and coming back and it's...
0:29:23 > 0:29:28Feeling trepidation, what am I about to get hit with today?
0:29:28 > 0:29:30Nev's a tough guy to please.
0:29:30 > 0:29:32Do I think he'll be happy with the job I've done?
0:29:32 > 0:29:34No, I think he'll kick me up the arse
0:29:34 > 0:29:38but that's all part of Nev's charm.
0:29:38 > 0:29:41When there's things to be done, I prefer to be in there doing them,
0:29:41 > 0:29:46rather than being on holiday, but it is nice to have a break,
0:29:46 > 0:29:48it's nice to go and catch a bit of sun,
0:29:48 > 0:29:54but we've got work to do, we've got a lot of work to do.
0:29:55 > 0:30:00Twe buggers off on the van, Phil buggers off on holiday
0:30:00 > 0:30:03and everything is all over the place.
0:30:06 > 0:30:08Here we go.
0:30:17 > 0:30:19Morning.
0:30:20 > 0:30:22Let's go and see what's happened.
0:30:26 > 0:30:28Oh, shit.
0:30:31 > 0:30:34Nothing that can't be sorted.
0:30:34 > 0:30:37How much could they cock up in a week?
0:30:37 > 0:30:39Oh, no.
0:30:39 > 0:30:40HE CHUCKLES
0:30:40 > 0:30:44Nev wants to get to the bottom of Phil's door-to-door day out,
0:30:44 > 0:30:49but as his son's conveniently absent, Twe is carrying the can.
0:30:49 > 0:30:51Twe, we need a meeting.
0:30:52 > 0:30:55I need a bus, I need a bus meeting.
0:30:57 > 0:31:00With Ben, with you, with Gherkin, with anybody,
0:31:01 > 0:31:03I want to find out who's surveying behind the bus,
0:31:03 > 0:31:05I want to know everything about it.
0:31:05 > 0:31:08I can't believe Phil has gone on holiday and left, you know,
0:31:08 > 0:31:10the same time I was on holiday.
0:31:10 > 0:31:12I want a meeting, I want to sort it out. All right?
0:31:12 > 0:31:14Ten o'clock would be bloody marvellous.
0:31:14 > 0:31:16I'll see you at ten.
0:31:16 > 0:31:19Nev's senior management team is ready to face the music,
0:31:19 > 0:31:22apart from the acting conductor, that is.
0:31:22 > 0:31:26Supposed to be there about ten minutes ago.
0:31:26 > 0:31:29You haven't seen Ben, have you?
0:31:29 > 0:31:32Where to? Upstairs? 'Top floor, yeah.'
0:31:32 > 0:31:35Oh, right. Cheers, love.
0:31:50 > 0:31:52You haven't seen Ben or Nev, have you?
0:31:52 > 0:31:54Yeah, he's still in a meeting downstairs.
0:31:54 > 0:31:56Oh, downstairs, is it?
0:31:56 > 0:32:01'I left Phil and Twe in charge and they've abandoned their posts.
0:32:01 > 0:32:05'It's a lack of direction, a lack of oversee and a lack of management
0:32:05 > 0:32:09'so you don't shout at the Indians, you shout at the chief.'
0:32:09 > 0:32:12I can't shout at Phil cos he's gone to Egypt
0:32:12 > 0:32:15where he's still sunning himself.
0:32:15 > 0:32:21So, Twe is here so I'll yank him in and growl at him.
0:32:25 > 0:32:26Hiya.
0:32:26 > 0:32:29Sorry, I was trying to find...
0:32:29 > 0:32:31Sorry, I was just on my way over and I didn't know
0:32:31 > 0:32:34if you were upstairs, downstairs or...
0:32:34 > 0:32:39Sorry, Nev, how was your holiday? It was fantastic. Fantastic.
0:32:43 > 0:32:46Couple of basics, right,
0:32:46 > 0:32:49that seem to be going awry with the bus.
0:32:49 > 0:32:53Before we go rushing in to anything, we've got to start thinking.
0:32:53 > 0:32:57Plan it, think it, bring it all together.
0:32:57 > 0:32:59A team of what, 20 people,
0:32:59 > 0:33:0318 people on a bus for three hours?
0:33:04 > 0:33:07Think of the time and the wages just on that.
0:33:07 > 0:33:11All that diesel and all those hours of wasted time.
0:33:11 > 0:33:14An absolute howler of a call, howler.
0:33:15 > 0:33:20Time behind the wheel of the bus - you're burning, not earning.
0:33:20 > 0:33:23Remember? You want to be earning, not burning.
0:33:23 > 0:33:25Basics.
0:33:25 > 0:33:28The science of selling.
0:33:28 > 0:33:31Proper planning prevents piss-poor performance.
0:33:31 > 0:33:34That is a howler of a decision, howler.
0:33:34 > 0:33:36If you're in management, you know,
0:33:36 > 0:33:39you've got to take some responsibility for that.
0:33:39 > 0:33:40You're going to take some responsibility,
0:33:40 > 0:33:43you're going to take some responsibility for it.
0:33:43 > 0:33:44You've got to.
0:33:44 > 0:33:49So, as I see it, the motivation was great, the enthusiasm was great,
0:33:49 > 0:33:53but we've rushed off headlong and cocked it up.
0:33:53 > 0:33:54It was a bit like school.
0:33:54 > 0:33:56Unfortunately, in schools sometimes,
0:33:56 > 0:33:58the headmaster don't know the full story
0:33:58 > 0:34:00so the headmaster bollocks everyone.
0:34:00 > 0:34:03Usually, it would have been Phil sitting in the boardroom
0:34:03 > 0:34:06with us as well, taking that heat.
0:34:06 > 0:34:08Phil could have deflected a lot of questions,
0:34:08 > 0:34:11because it was his idea to send me and the guys to the field,
0:34:11 > 0:34:14however, good work, Phil.
0:34:14 > 0:34:17Enjoy Mexico or Egypt or wherever you are.
0:34:17 > 0:34:20In Nev's absence, fuel and man hours
0:34:20 > 0:34:23aren't the only thing that have been wasted.
0:34:23 > 0:34:25Hayley's still not got round to serving drinks
0:34:25 > 0:34:28in the other tea lady's building
0:34:28 > 0:34:31and she could be the next target in Nev's sights.
0:34:31 > 0:34:35The problem we've got over here is that milk there,
0:34:35 > 0:34:39that warm milk on a warm day won't fit in the fridge
0:34:39 > 0:34:41cos there is all this and all that
0:34:41 > 0:34:46as a result of Hayley not doing the tea round as she should.
0:34:46 > 0:34:50So, cock-up on the tea lady front
0:34:50 > 0:34:55and we need to rectify it, so hence, she gets a bollocking.
0:34:58 > 0:35:00Hayley, listen to me.
0:35:00 > 0:35:04We've got equivalent of three cows' worth of milk in there.
0:35:04 > 0:35:07I know, I've gone mad on them, they didn't cancel Steff's side.
0:35:07 > 0:35:08No, it's not funny. I know.
0:35:08 > 0:35:11Why don't you just take your responsibility seriously?
0:35:11 > 0:35:14Get out there and give out tea over here now.
0:35:14 > 0:35:15I am but...
0:35:15 > 0:35:18Otherwise, I will get a new tea lady. You understand?
0:35:18 > 0:35:19Don't ever, ever say that again.
0:35:19 > 0:35:23New tea lady on its way, take it seriously.
0:35:23 > 0:35:25You've got an hour to dish out loads of tea.
0:35:25 > 0:35:27I know! An hour!
0:35:27 > 0:35:29Why aren't you sprinting?!
0:35:32 > 0:35:33That's better.
0:35:36 > 0:35:39I think she got the message.
0:35:39 > 0:35:43Nev has spoken but Hayley's misunderstood his orders again
0:35:43 > 0:35:47and thinks she's moving to the other side permanently.
0:35:47 > 0:35:50I'm going to have to tell them now the news,
0:35:50 > 0:35:53that I'm no longer their tea lady.
0:35:56 > 0:35:59That's quite sad but oh, well.
0:36:02 > 0:36:03They're like a family to me.
0:36:03 > 0:36:05I know they're not like a family over there, see,
0:36:05 > 0:36:07they just, you know, they're not tight.
0:36:07 > 0:36:09Bye.
0:36:11 > 0:36:13Guys.
0:36:13 > 0:36:17Hayley decides the news warrants an immediate staff meeting.
0:36:17 > 0:36:20Everyone, I've got to make an announcement.
0:36:23 > 0:36:28Just letting you all know, guys, my time has gone.
0:36:28 > 0:36:31I am the tea lady over there from now on.
0:36:31 > 0:36:35Here is my last day. I am gutted.
0:36:35 > 0:36:36I'm gone after today. Why?
0:36:36 > 0:36:38They want me over there now.
0:36:41 > 0:36:44You can't leave. But, oh, well.
0:36:44 > 0:36:47But Hayley's tearful farewell doesn't fit in
0:36:47 > 0:36:49with Twe's motivational master plan.
0:36:49 > 0:36:52If Nev's told you that and then you're telling these guys,
0:36:52 > 0:36:54then they're going to get down and thinking,
0:36:54 > 0:36:56"Oh, what are we, the rejects?"
0:36:56 > 0:36:57He was basically saying,
0:36:57 > 0:37:01"I don't know if you can see, Hayl, this is where it's all happening."
0:37:01 > 0:37:03'The slightest bit of upheaval on the sales floor can have'
0:37:03 > 0:37:06a massive ripple effect on sales.
0:37:06 > 0:37:08From a management point of view,
0:37:08 > 0:37:11any announcements that go to the floor do have to come
0:37:11 > 0:37:14from management level and they do have to be worded in the right way,
0:37:14 > 0:37:17not just blurted out.
0:37:18 > 0:37:23Oh, I am going to miss everyone over here, I am.
0:37:28 > 0:37:30I am crying, I am going to miss everyone.
0:37:30 > 0:37:32SHE CHUCKLES
0:37:32 > 0:37:34I'm going now for good.
0:37:36 > 0:37:38Ah, I am sad.
0:37:42 > 0:37:45Morale is still rock bottom for Jennie, who's been struggling
0:37:45 > 0:37:50on the phone since returning from a long holiday in Bulgaria.
0:37:52 > 0:37:56Luckily Nev's back to try and raise her spirits,
0:37:56 > 0:37:59in a seriously loud shirt.
0:37:59 > 0:38:02Hi, Jen, you all right? Yeah, I'm all right I suppose.
0:38:02 > 0:38:04IMITATING HER: "I'm all right I suppose."
0:38:04 > 0:38:07Do you mind if I sit, take this seat? Yeah, go ahead.
0:38:07 > 0:38:08OK, I'll take it.
0:38:08 > 0:38:10SHE LAUGHS
0:38:10 > 0:38:15Jen, I've been told you've been a grumpy bastard this last week.
0:38:15 > 0:38:15I know, I have.
0:38:15 > 0:38:19So what happened to SW, SW, SW, N, you know, dust it off,
0:38:19 > 0:38:22some will, some won't, so what? Let's press on.
0:38:22 > 0:38:24Done and dusted. I couldn't take any more.
0:38:26 > 0:38:29Was it? Yeah, stressed.
0:38:29 > 0:38:31I had a midlife crisis.
0:38:31 > 0:38:3321's not a midlife crisis.
0:38:33 > 0:38:36Well, I was having a bit of a crisis. Were you?
0:38:36 > 0:38:37I just couldn't do it any more.
0:38:37 > 0:38:39Keep thinking, smile, right, things that make you laugh.
0:38:39 > 0:38:41SW, SW, SW, N.
0:38:41 > 0:38:43Think of something that makes you laugh.
0:38:43 > 0:38:45Oh, God. Think of my shirt if you like.
0:38:45 > 0:38:49It's a nice shirt, isn't it, Nev? Thanks.
0:38:49 > 0:38:51SHE CHUCKLES
0:38:51 > 0:38:53There it is, keep that smile on your face.
0:38:53 > 0:38:54I'll try.
0:38:59 > 0:39:00Uh-huh, uh-huh.
0:39:00 > 0:39:07But even Nev's pep talk can't stop Jennie's mood plummeting.
0:39:07 > 0:39:09Do you know, since she's come back and everything,
0:39:09 > 0:39:11have you seen much of that?
0:39:11 > 0:39:13She used to be loud, she used to be bubbly. No, I know.
0:39:13 > 0:39:14She's not that person any more.
0:39:14 > 0:39:17She's just feeling a bit like down and she can't do the job
0:39:17 > 0:39:19and she's just pissed off... She can do the job.
0:39:19 > 0:39:21She said she wants a new change in life,
0:39:21 > 0:39:23but I think she does want to leave.
0:39:23 > 0:39:27All right, well, I'll have a chat with her, then, and just ask her outright.
0:39:29 > 0:39:31But it's all got too much for Jennie.
0:39:31 > 0:39:35She's turned to the HR department to discuss her future.
0:39:35 > 0:39:38If someone's drowning and I throw them a life preserver,
0:39:38 > 0:39:39I expect them to put it on.
0:39:39 > 0:39:42At the moment, she's not using it.
0:39:45 > 0:39:47What's happening? I'm fine.
0:39:47 > 0:39:50Are you OK? You don't look fine.
0:39:50 > 0:39:53Do you want to chat for two minutes? Come in here and we'll have a chat.
0:39:53 > 0:39:54Yeah.
0:39:58 > 0:40:01It's obvious that you're a little bit down today and everything
0:40:01 > 0:40:06so my role as well as HR's, isn't just to manage,
0:40:06 > 0:40:08we're a support function as well, yeah?
0:40:08 > 0:40:10My life is going downhill.
0:40:10 > 0:40:13Oh, your life's not going downhill, you big numpty.
0:40:13 > 0:40:16It is. I just can't do it.
0:40:16 > 0:40:17You sound like a four-year-old.
0:40:17 > 0:40:21You want to talk to people out there on the sales floor.
0:40:21 > 0:40:23Jennie's lost it, her mojo,
0:40:23 > 0:40:26she's lost the momentum that she had,
0:40:26 > 0:40:30her confidence in selling has gone and the problem we've got is that
0:40:30 > 0:40:33she doesn't seem to want to get it back.
0:40:33 > 0:40:35From a HR point of view, hmm,
0:40:35 > 0:40:39we're going to let you shoot off today, OK?
0:40:39 > 0:40:41So, you and Hayley, get some curlers in,
0:40:41 > 0:40:44and paint each other's toenails, whatever you've got to do to
0:40:44 > 0:40:48make sure that you've got a smile on your face, do that and I will
0:40:48 > 0:40:52allocate my time to making sure that we're getting sales for you.
0:40:52 > 0:40:55Is that fair enough? OK.
0:40:55 > 0:40:59I feel like shit, I look like shit so I'm not going to sell nothing
0:40:59 > 0:41:02and I think the harder I try, the more I can't do it
0:41:02 > 0:41:08and it annoys me, so maybe my time is done in sales.
0:41:08 > 0:41:10Maybe I've got to move on.
0:41:10 > 0:41:12I don't know.
0:41:14 > 0:41:18Jennie's taking a few days off to consider her options.
0:41:21 > 0:41:25Probably be better for me if she'd stuck around today.
0:41:25 > 0:41:26As it stands right now,
0:41:26 > 0:41:30we've still got to face that same problem on Friday,
0:41:30 > 0:41:34which is turning Jennie's frown upside down.
0:41:36 > 0:41:38Also wearing a frown is Nev.
0:41:38 > 0:41:41He's just heard about Hayley's dramatic announcement to the
0:41:41 > 0:41:45sales floor and he's not a happy bunny.
0:41:45 > 0:41:48Can we get people off the phones and listening?
0:41:51 > 0:41:55Guys, make that your last call.
0:41:55 > 0:41:57It creates an us-and-them in the work force which
0:41:57 > 0:42:00I have to eradicate and stamp on straightaway.
0:42:00 > 0:42:02And if it means I've got to stamp on Hayley,
0:42:02 > 0:42:03that's what's going to happen.
0:42:03 > 0:42:05I can't have a tea lady making an announcement.
0:42:05 > 0:42:09There was an announcement made here yesterday but a certain tea lady.
0:42:09 > 0:42:12All that's happened is Steff is on holiday over that side
0:42:12 > 0:42:16and we've got about three cows' worth of milk sat in the fridge
0:42:16 > 0:42:19and on the floor over there, so I said, do both sides.
0:42:19 > 0:42:22She's come back over here, making an announcement saying,
0:42:22 > 0:42:25"I'm going, I'll never see you again."
0:42:25 > 0:42:30OK, not the case, all she's got to do is both sides.
0:42:30 > 0:42:33You're doing a great job, yeah?
0:42:34 > 0:42:37You know, we're starting to lose a bit of atmosphere here
0:42:37 > 0:42:40and Hayley coming round giving you all hugs and saying goodbye
0:42:40 > 0:42:43does not enhance the atmosphere. Yeah.
0:42:43 > 0:42:46OK? So I have to nail it.
0:42:46 > 0:42:50OK, go and do some work. Bugger off.
0:42:52 > 0:42:55Hayley's been summoned to Nev's office
0:42:55 > 0:42:58and she's guessing it's not for a pay rise.
0:42:58 > 0:43:02Oh, BLEEP. Phew.
0:43:02 > 0:43:03BLEEP. I don't know.
0:43:03 > 0:43:06I'm over here now. That's what he wanted.
0:43:06 > 0:43:09I'm happy, it's Friday, everyone's in a good mood
0:43:09 > 0:43:12and I'm probably going to go like that to that.
0:43:22 > 0:43:24Hayley, can I give you one tip before you come in?
0:43:24 > 0:43:25I swear, though, Nev...
0:43:25 > 0:43:27Do not start arguing with me.
0:43:27 > 0:43:29No, but Nev, I don't know what you're on about...
0:43:29 > 0:43:31Do not start arguing with me, I'm telling you now.
0:43:31 > 0:43:33I'm serious, I don't know whose side I'm on.
0:43:33 > 0:43:34Then shut up and listen and learn.
0:43:34 > 0:43:37Yeah, but I don't want you saying the wrong thing to me like.
0:43:37 > 0:43:41I was... That was genuine. Hayley, go out and come back in. Don't argue with me.
0:43:46 > 0:43:48I'm just not going to speak.
0:43:48 > 0:43:50You're going to have to say something.
0:43:50 > 0:43:53No, because I can't. Hayley, sit down.
0:43:55 > 0:43:58You went over the other side yesterday and made an announcement,
0:43:58 > 0:43:59behind my back... Correct.
0:43:59 > 0:44:02..without by-your-leave to anybody.
0:44:02 > 0:44:06In your position of high authority as tea lady,
0:44:06 > 0:44:09you went over there and announced that you were no longer going
0:44:09 > 0:44:11to be delivering tea over there. I know.
0:44:11 > 0:44:13I had to say all my last goodbyes.
0:44:13 > 0:44:16I don't think there's nothing wrong in that. Hayley.
0:44:16 > 0:44:18When you're in a hole, stop digging.
0:44:19 > 0:44:23There were no last goodbyes. You're doing both sides. OK.
0:44:23 > 0:44:26Listen, what you've done was divisive.
0:44:26 > 0:44:29But this is hard work what I'm doing to do now, isn't it? Listen.
0:44:29 > 0:44:32You have created an "us-and-them" situation,
0:44:32 > 0:44:35which I have had to go back over there and rectify.
0:44:35 > 0:44:38Oh, I'm not allowed over this side, I've got to go back.
0:44:38 > 0:44:40I've got to go over there.
0:44:40 > 0:44:42I don't want to go over there but I've got to. Let me say my goodbyes.
0:44:42 > 0:44:45Hayley, you were out of order by a million miles.
0:44:45 > 0:44:48OK, I do see where you're coming from with the us-and-them thing
0:44:48 > 0:44:50but it always has been an us-and-them thing, hasn't it?
0:44:50 > 0:44:53It has been. When you're in a hole, stop digging.
0:44:53 > 0:44:54OK.
0:44:54 > 0:44:56The word is, "Sorry, Nev."
0:44:56 > 0:44:57Sorry, Nev, but I, as... No.
0:44:57 > 0:44:59No, I do see where you're coming from,
0:44:59 > 0:45:01but can you see where I'm coming from? Do not.
0:45:01 > 0:45:03If you qualify a sorry, you're out of order.
0:45:03 > 0:45:05But do you know...? "I'm sorry, but" doesn't cut it.
0:45:05 > 0:45:08OK, I'm sorry. "I'm sorry, however" is not good enough.
0:45:08 > 0:45:10I'm sorry that I made it come across as an us-and-them.
0:45:10 > 0:45:12You did. I know.
0:45:12 > 0:45:14You dug a bloody great big trench between us.
0:45:14 > 0:45:16I didn't know that I was the...
0:45:16 > 0:45:19Hayley, you've been a bone idle bastard these last few weeks.
0:45:19 > 0:45:21You're not working, you weren't working flat out.
0:45:21 > 0:45:23It does make sense to me to be over here. Correct.
0:45:23 > 0:45:25I know. It makes sense for you to be over both sides.
0:45:25 > 0:45:28If you don't get around both sides today, I will kick your arse.
0:45:28 > 0:45:31I ain't going to do all this side and that side. Yes, you are.
0:45:31 > 0:45:32By half past two? Yes. Ah, OK.
0:45:32 > 0:45:35Pull your finger out or I'm going to kick you up the arse. OK.
0:45:35 > 0:45:36You deserve a kick up the arse now.
0:45:36 > 0:45:38Sorry, I've got work to do. No, I do actually.
0:45:38 > 0:45:41I've been saying it for ages that I need that flat out, you know, again.
0:45:41 > 0:45:43What's the word? Sorry, Nev.
0:45:45 > 0:45:50Piss off. Go on, out, out now!
0:45:54 > 0:45:56She didn't blow a kiss that time.
0:45:58 > 0:46:02Well, looks like I'm tea lady for both sides now then.
0:46:04 > 0:46:06The tea and coffee is important.
0:46:06 > 0:46:11I was annoyed and frustrated and disappointed and pissed off.
0:46:11 > 0:46:15She's been a little madam and needed sorting out.
0:46:23 > 0:46:25Jennie's back at the call centre
0:46:25 > 0:46:28after a few days of serious soul-searching.
0:46:28 > 0:46:31She's been offered an admin job at a rival call centre
0:46:31 > 0:46:33and has made a big decision.
0:46:34 > 0:46:37Can you give this to Twe for me, please?
0:46:37 > 0:46:38What is it?
0:46:38 > 0:46:41A notice letter.
0:46:41 > 0:46:44OK, help yourself to a seat, Jen. Ah, thank you.
0:46:44 > 0:46:48So, I had a letter dropped on my desk.
0:46:48 > 0:46:51I think someone's playing an elaborate practical joke.
0:46:51 > 0:46:55No, it's not a joke this time.
0:46:55 > 0:46:58You're going to hand your notice in? Why?
0:46:58 > 0:47:00Me and sales are done.
0:47:00 > 0:47:02Hmm, ah.
0:47:02 > 0:47:04THEY SIGH
0:47:04 > 0:47:06You know I'll reluctantly accept it.
0:47:06 > 0:47:09I mean, I will be sad to see you go.
0:47:09 > 0:47:11We've worked together for quite a while.
0:47:11 > 0:47:13'It does hurt a little bit.'
0:47:13 > 0:47:15I'd be lying if I said I wasn't gutted
0:47:15 > 0:47:18that she's going to a different place.
0:47:18 > 0:47:20It's kind of like...
0:47:20 > 0:47:22cheating on someone.
0:47:22 > 0:47:26If you do go to this new role and you find that it's better
0:47:26 > 0:47:29the devil you know, Twe, than the devil you don't know,
0:47:29 > 0:47:34then the door will always be open here for you, OK?
0:47:34 > 0:47:35OK, thank you. OK.
0:47:35 > 0:47:38Despite everyone's best efforts,
0:47:38 > 0:47:40Jennie's time in Nev's world is over.
0:47:40 > 0:47:43I know this is probably going to be one of the best places
0:47:43 > 0:47:49I'll ever work, but I can't stay here for ever, I suppose.
0:47:49 > 0:47:53Jennie wants to break the news to the big boss in person.
0:47:57 > 0:47:59Hello, Jen. Hiya, Nev.
0:47:59 > 0:48:02Hiya. Are you all right?
0:48:02 > 0:48:04Yeah, I'm fine.
0:48:04 > 0:48:08Well, I've just come to let you know that I have handed my notice in.
0:48:10 > 0:48:13You unmitigated ratbag.
0:48:13 > 0:48:15SHE CHUCKLES
0:48:15 > 0:48:17I know, I know. I don't want to leave, I really don't.
0:48:17 > 0:48:19You miserable cow.
0:48:19 > 0:48:23But this time... You horrible rat fink.
0:48:23 > 0:48:26I know. Oh, how could you?
0:48:26 > 0:48:29After all you've done for me.
0:48:30 > 0:48:33Don't make this harder than it already is. Oh, Jen.
0:48:33 > 0:48:36No, I really don't want to go but I think it's time in sales,
0:48:36 > 0:48:40this time, just this time, I think sales have got the better of me.
0:48:40 > 0:48:43I think it's come to the end of the road.
0:48:43 > 0:48:44Are you crying? No.
0:48:44 > 0:48:47You're crying. You big wuss.
0:48:47 > 0:48:52Don't. Jen, Jen, life goes in cycles, right?
0:48:53 > 0:48:57Just, you know, if you're here for a bit and you've learnt a lot,
0:48:57 > 0:48:59you have, you've learnt a lot, you know. I know.
0:48:59 > 0:49:03You've come on in loads of dimensions since you've been here,
0:49:03 > 0:49:07so if you've got to move on to, you know, get a better
0:49:07 > 0:49:12standard of living or to, to move your life on, that's what you do.
0:49:12 > 0:49:13Oh.
0:49:13 > 0:49:18Yes, if something comes in admin I would definitely,
0:49:18 > 0:49:21definitely nag you to come back.
0:49:22 > 0:49:24I don't know if my eyelashes have come off.
0:49:24 > 0:49:26If my eyelashes come off, that's the end of it.
0:49:28 > 0:49:30JEN SIGHS I've got no eyelash glue with me.
0:49:30 > 0:49:31Haven't you? No.
0:49:31 > 0:49:34Oh, hang on, I think I've got some here.
0:49:34 > 0:49:36What are you like?
0:49:36 > 0:49:39Oh, this is, this has put another dampener on my day.
0:49:39 > 0:49:42Oh, Jen. I know.
0:49:42 > 0:49:43SHE SIGHS
0:49:43 > 0:49:44But oh, well.
0:49:44 > 0:49:46You're going to have to give me a big hug.
0:49:46 > 0:49:48Ah, thank you.
0:49:48 > 0:49:49Don't, cos I'll cry again. Thank you.
0:49:49 > 0:49:51HE PRETENDS TO WEEP
0:49:51 > 0:49:53Thank you. Ah, well done, Jen. Thank you very much.
0:49:53 > 0:49:56I hope it's a big success for you, I really do.
0:49:56 > 0:49:59I hope so too, otherwise I'll be back, crying, Nev.
0:49:59 > 0:50:02Ah, bye, Jen. Ta-ra. OK.
0:50:03 > 0:50:06It's not nice when you lose somebody like Jennie.
0:50:06 > 0:50:09She a big part of the call centre,
0:50:09 > 0:50:13you know, she's a big character, and she's lovely.
0:50:13 > 0:50:15She looks after people, so, yeah, I will, you know,
0:50:15 > 0:50:17we will all miss her.
0:50:21 > 0:50:24Nev's commercial director and youngest son, Phil,
0:50:24 > 0:50:29is finally back from his spontaneous sun break in Egypt.
0:50:29 > 0:50:31I've just got back from holiday,
0:50:31 > 0:50:34same sort of time as my dad was away so I don't think
0:50:34 > 0:50:38he was best pleased for that but I had a great deal so I went.
0:50:38 > 0:50:41And though Twe took most of the flak for the bus brain wave,
0:50:41 > 0:50:44Phil's not getting off totally scot-free.
0:50:44 > 0:50:47You know, every dad, I would suppose, would want to
0:50:47 > 0:50:50train his kids and teach them as much as he could...
0:50:52 > 0:50:55..so they don't make the same mistakes that I've made.
0:50:55 > 0:50:59Working hard is, you know, part and parcel of life.
0:50:59 > 0:51:01Particularly if you're in business, you know,
0:51:01 > 0:51:04it's no good trying to run your company from the beach.
0:51:08 > 0:51:10Phil, come in.
0:51:10 > 0:51:12Hello, hello.
0:51:12 > 0:51:16Last father-to-son chat we had, you were teaching me chat-up lines.
0:51:16 > 0:51:21No, I was telling you to keep it in your pocket as I recall it.
0:51:21 > 0:51:23Bottom line, Phil, when I was away
0:51:23 > 0:51:28and I briefed you and Twe to hold the fort. Yes.
0:51:28 > 0:51:31And I come back, Twe's out on the bus
0:51:31 > 0:51:33and you've buggered off on holiday.
0:51:35 > 0:51:37What happened, did you have a cheapie?
0:51:37 > 0:51:39I did have a cheapie. You had a cheap deal, did you?
0:51:39 > 0:51:41Last minute. Last minute. Thanks, Phil.
0:51:41 > 0:51:44And you just decided to bugger off on holiday?
0:51:45 > 0:51:47Yeah.
0:51:49 > 0:51:52I would have asked, but you weren't here.
0:51:52 > 0:51:55Well, that is, that's a fair comment.
0:51:55 > 0:51:57That is a fair comment.
0:51:57 > 0:52:03What happens, right, the next, next in charge in the pecking order,
0:52:03 > 0:52:06they just need direction, that's all, just direction and
0:52:06 > 0:52:09there was nobody directing, there was nobody batting and bowling, Phil.
0:52:09 > 0:52:11Yeah. All right? OK.
0:52:11 > 0:52:14We charge on, we drive the business.
0:52:14 > 0:52:15I will...
0:52:15 > 0:52:17I'll make sure I'm here,
0:52:17 > 0:52:19I'll try and last ten days next time you go away. OK.
0:52:19 > 0:52:22Phil, you are in the shit.
0:52:22 > 0:52:25You're in so much shit, I think you need a snorkel.
0:52:25 > 0:52:27I'll go and get you a snorkel now.
0:52:27 > 0:52:30Just hang on there now, while I go and get a snorkel.
0:52:30 > 0:52:31Just a second. I'm all right.
0:52:31 > 0:52:34No, just stay there a second. You'll be fine.
0:52:36 > 0:52:38He is right.
0:52:39 > 0:52:41I shouldn't have gone away.
0:52:41 > 0:52:47I had a last-minute holiday deal that I couldn't have refused.
0:52:47 > 0:52:49Well, I could've but I didn't,
0:52:49 > 0:52:51so, yeah, he's right,
0:52:51 > 0:52:55I shouldn't have left the business whilst he was away.
0:52:56 > 0:52:59I should have been here to oversee it.
0:52:59 > 0:53:01I think it was a bit silly.
0:53:03 > 0:53:04Phil.
0:53:04 > 0:53:07Oh, no expense spared with that snorkel.
0:53:07 > 0:53:10No, there was every expense spared with that snorkel.
0:53:10 > 0:53:13Put it on then. Let's see if it fits.
0:53:13 > 0:53:16I'm all right, thanks. Go on, put it on, see if it fits.
0:53:18 > 0:53:20What the hell has happened here? It's all twisted.
0:53:20 > 0:53:22You just put it over your head, that's all.
0:53:22 > 0:53:25It's twisted and mangled, that's all.
0:53:25 > 0:53:26Do you want me to put it on for you too?
0:53:26 > 0:53:28No, no, I've got this.
0:53:30 > 0:53:32Does it do a lot for my sex appeal?
0:53:32 > 0:53:35It... What do you think?
0:53:35 > 0:53:37I would normally say you look like a count.
0:53:37 > 0:53:40A count, yeah? A count. Is that misspelt or...?
0:53:40 > 0:53:42Possibly.
0:53:42 > 0:53:45John Wayne was the Duke, you are now the Count.
0:53:45 > 0:53:47OK. All right?
0:53:47 > 0:53:50Out you go. Bugger off. Thanks. Out, get out!
0:53:52 > 0:53:54So long, Phil.
0:54:04 > 0:54:07Give her a hug.
0:54:07 > 0:54:11Oh, goodbye, Jen. Goodbye.
0:54:11 > 0:54:15She will be back, though. Ah.
0:54:16 > 0:54:19A lot of people have left this call centre in the past,
0:54:19 > 0:54:22they all say they all miss this place -
0:54:22 > 0:54:26the atmosphere, the banter, the amount of friends you get,
0:54:26 > 0:54:31you make whilst working here, the fun that goes on,
0:54:31 > 0:54:33so she will definitely miss it.
0:54:37 > 0:54:39Always be my girlie.
0:54:39 > 0:54:41Don't you ever replace me in this building.
0:54:41 > 0:54:43I won't, no-one will replace you.
0:54:55 > 0:54:57Well done. Good work.
0:54:57 > 0:54:59They're all rolling in now.
0:55:00 > 0:55:04Hold this a sec. Right.
0:55:04 > 0:55:06Like a salmon. Here you go.
0:55:08 > 0:55:10I don't know. I thought maybe,
0:55:10 > 0:55:13I had it in my head that you'd do it a bit better than that.
0:55:13 > 0:55:15A bit higher. THEY LAUGH
0:55:15 > 0:55:18I suppose all good things have got to come to an end
0:55:18 > 0:55:23and as one door closes, another door opens - that's the saying.
0:55:24 > 0:55:27And I'm off. Cheers for that, guys.
0:55:29 > 0:55:30Ta-ra.