0:00:02 > 0:00:03- Do we love our shop? - ALL: Yes!
0:00:03 > 0:00:07Theo Paphitis has made millions from turning around struggling companies.
0:00:07 > 0:00:08But running a football club
0:00:08 > 0:00:12proved to be one of his toughest business challenges.
0:00:12 > 0:00:1412 years ago, Paphitis was chairman of Millwall,
0:00:14 > 0:00:17a club that was fighting for survival.
0:00:17 > 0:00:20THEY SHOUT
0:00:20 > 0:00:23To find out more about the challenges facing Millwall,
0:00:23 > 0:00:28Paphitis took part in the BBC series Back to the Floor.
0:00:28 > 0:00:31You've got a cack range of beers, a cack range of pies!
0:00:31 > 0:00:34Over the course of one demanding week, the cameras followed Paphitis
0:00:34 > 0:00:38as he discovered the ugly truth behind the beautiful game.
0:00:38 > 0:00:41- They've ripped the pipe out. - They just took the pipes out?
0:00:41 > 0:00:44- They just ripped them out.- Bastards!
0:00:44 > 0:00:47Now, Paphitis is heading back to the Lions' Den
0:00:47 > 0:00:49to find out how the business has changed
0:00:49 > 0:00:52and what it's like today on the football frontline.
0:00:52 > 0:00:56If you're going to run businesses, fix businesses,
0:00:56 > 0:00:58which is something I do,
0:00:58 > 0:01:02you really need to know what happens at the sharp end.
0:01:24 > 0:01:28Theo Paphitis is one of the country's most successful entrepreneurs.
0:01:28 > 0:01:32He's made millions from turning around retailers like Ryman, the stationers,
0:01:32 > 0:01:35and La Senza, the lingerie chain.
0:01:35 > 0:01:39Shopkeeping, retail, that's me. That's what I love doing.
0:01:39 > 0:01:41Because it's the coalface. It's dealing with people.
0:01:41 > 0:01:44It's really what it's all about.
0:01:44 > 0:01:48Today, Paphitis is about to unveil his latest retail venture,
0:01:48 > 0:01:51a new lingerie store in Newcastle.
0:01:53 > 0:01:57The important thing is to make sure when we open in a shopping centre, people know we're here.
0:01:57 > 0:02:01There's no better way than actually coming in your own store,
0:02:01 > 0:02:03and talking to the public.
0:02:03 > 0:02:06For Paphitis, today isn't just about boosting sales.
0:02:06 > 0:02:10It's also an opportunity to find out more about his business.
0:02:10 > 0:02:12The shop floor is what it's all about.
0:02:12 > 0:02:16I spend time in my stores, I listen to customers, I listen to the staff.
0:02:16 > 0:02:20Because if I've got a problem, I know who's got the answer.
0:02:20 > 0:02:23And it isn't the consultant.
0:02:23 > 0:02:25It's likely to be the customer
0:02:25 > 0:02:27or my shop staff.
0:02:27 > 0:02:30They will have the answer to my problem.
0:02:30 > 0:02:33Alls I've got to do is listen.
0:02:33 > 0:02:36Beautiful! Three, two, one.
0:02:37 > 0:02:40- Do we love our shop?- ALL: Yes.
0:02:42 > 0:02:46Paphitis is pulling in the punters and keeping the tills ringing.
0:02:46 > 0:02:49But having the boss around is keeping the staff on their toes.
0:02:49 > 0:02:52You can't do one kiss.
0:02:52 > 0:02:55He doesn't miss a trick. He is very close to the detail.
0:02:55 > 0:02:59That's his job. That's how he's got where he is now.
0:02:59 > 0:03:01It's not going to look good in a photograph!
0:03:01 > 0:03:05But that's what he's there to do and I don't mind that.
0:03:05 > 0:03:10Sure enough, Paphitis spots a problem outside the store.
0:03:10 > 0:03:12They finished this last night.
0:03:12 > 0:03:15They damaged 20 of the tiles when they were doing it.
0:03:15 > 0:03:18So they had to replace all these tiles they put down last night.
0:03:18 > 0:03:20- Did they? Oh, right. - All the entire length.
0:03:20 > 0:03:23- They had spare tiles? - They got them from the centre.
0:03:26 > 0:03:30The storefront looks great, apart from a few minor issues,
0:03:30 > 0:03:34which I spotted and unlikely that the customer is going to spot.
0:03:34 > 0:03:38But that's not the point. We know it's there and it will be put right.
0:03:38 > 0:03:42Because, as I keep telling you, retail is detail.
0:03:42 > 0:03:46Despite the glitch, the boss has enjoyed his day on the shop floor.
0:03:46 > 0:03:49- There you go.- Good shop. - I'm glad you like it.
0:03:49 > 0:03:54I can honestly tell you, even after all these years,
0:03:54 > 0:03:58I get so excited about opening stores, um...
0:03:58 > 0:04:01and meeting people. And actually serving them.
0:04:01 > 0:04:03It's one of the biggest buzzes.
0:04:03 > 0:04:06I say to people, if there's something that really rocks your boat,
0:04:06 > 0:04:09and for me, it's retail, do it.
0:04:09 > 0:04:13And the likelihood is if you're passionate about it, you'll be good at it.
0:04:13 > 0:04:16Paphitis may get a kick out of selling smalls,
0:04:16 > 0:04:21but outside business, one of his biggest loves is football.
0:04:21 > 0:04:24As a kid, I lived in Manchester, as a six-year-old kid.
0:04:24 > 0:04:27I used to go to reserve games at Old Trafford.
0:04:27 > 0:04:30And then I moved to the Oval and then Peckham.
0:04:30 > 0:04:32So natural progression, obviously,
0:04:32 > 0:04:37was to start following the local team, which was...? Millwall.
0:04:39 > 0:04:41Millwall is a tough Docklands club
0:04:41 > 0:04:45with a reputation for hooliganism among some of its fans.
0:04:45 > 0:04:48If Millwall sneezed, it was an earthquake.
0:04:48 > 0:04:50Everybody wrote about it.
0:04:50 > 0:04:52All the back pages were full.
0:04:52 > 0:04:56When it happens anywhere else, it gets maybe half a column inch.
0:04:56 > 0:04:59And that was the problem.
0:04:59 > 0:05:03But in 1997, the club was facing an even bigger challenge.
0:05:03 > 0:05:07Saddled with huge debts, the club entered administration.
0:05:07 > 0:05:11Local boy made good Paphitis was asked to help save the day.
0:05:13 > 0:05:17We needed to raise three or four million quid.
0:05:17 > 0:05:21That would be enough to get Millwall out of administration
0:05:21 > 0:05:25and back on a sensible footing.
0:05:26 > 0:05:29That sort of money is colossal.
0:05:31 > 0:05:34Undaunted, the turnaround king took on the challenge
0:05:34 > 0:05:37of transforming Millwall's fortunes.
0:05:38 > 0:05:40After rescuing the club from administration,
0:05:40 > 0:05:42Paphitis became chairman.
0:05:44 > 0:05:49The first time I walked through those gates, and through those doors,
0:05:49 > 0:05:53I really felt this energy
0:05:53 > 0:05:56that I've come somewhere, I've arrived somewhere
0:05:56 > 0:06:00and there's a job to be done. And I couldn't wait.
0:06:00 > 0:06:03To find out more about the club and its problems,
0:06:03 > 0:06:07he took part in the BBC documentary series Back to the Floor.
0:06:07 > 0:06:10It was a chance to see the business stripped bare.
0:06:10 > 0:06:14Until we get out of this division, we've got to accept we'll make losses,
0:06:14 > 0:06:17or we can sell our players, can't we?
0:06:17 > 0:06:20- We certainly can't.- You see? See?
0:06:20 > 0:06:23- If I said I was going to sell the players, you'd kill me.- That's right.
0:06:23 > 0:06:28Going Back to the Floor was also an opportunity to change the club's negative image.
0:06:28 > 0:06:31Millwall had constantly been misunderstood.
0:06:31 > 0:06:32And doing the programme, for me,
0:06:32 > 0:06:36was about telling the world what a great club
0:06:36 > 0:06:39and great people actually are here.
0:06:39 > 0:06:4212 years after the programme was filmed,
0:06:42 > 0:06:44Paphitis is going to relive the experience
0:06:44 > 0:06:47of swapping the boardroom for the shop floor.
0:06:48 > 0:06:50CHEERING
0:06:50 > 0:06:52It's a goal! It's a goal!
0:06:54 > 0:06:57Who got it?
0:06:58 > 0:07:00People have got to understand,
0:07:00 > 0:07:03irrespective of whether you're an accountant
0:07:03 > 0:07:05a solicitor, a bank manager,
0:07:05 > 0:07:09when you go to a football match, it's about passion.
0:07:09 > 0:07:11And that's what football is.
0:07:16 > 0:07:19When Paphitis took part in the Back to the Floor documentary,
0:07:19 > 0:07:22he had been chairman of Millwall for three years.
0:07:22 > 0:07:26Now, those little girls are now hormonal teenagers.
0:07:26 > 0:07:29'I've never failed in any business I've gone into.'
0:07:29 > 0:07:31Football clubs are nothing like any other business.
0:07:31 > 0:07:33You really are gambling all the time.
0:07:33 > 0:07:34You need people to come in.
0:07:34 > 0:07:37The more people who come in, the more you make.
0:07:37 > 0:07:39But you've got to give them the product.
0:07:39 > 0:07:42To get the product, you've got to spend money. That's the gamble.
0:07:42 > 0:07:44I did let my heart rule my head.
0:07:44 > 0:07:49The club was days, if not hours, from extinction.
0:07:49 > 0:07:53And that was something that was within my power to stop.
0:07:53 > 0:07:57How realistic that was at the time,
0:07:57 > 0:07:59I'm not sure I know now.
0:07:59 > 0:08:01But that's where we were.
0:08:01 > 0:08:06Paphitis inherited debts of £10 million when he took over Millwall.
0:08:06 > 0:08:08Which meant he had to run a very tight ship.
0:08:08 > 0:08:10How do I look?
0:08:13 > 0:08:17A home game against Bury gave him his first opportunity
0:08:17 > 0:08:21- to see Millwall from the ground level.- Buon giorno!
0:08:21 > 0:08:24The boss' first job was working with Sharon,
0:08:24 > 0:08:26trying to sell food to the fans.
0:08:26 > 0:08:28What have you got for me today?
0:08:28 > 0:08:31We have got you inside the kiosk, serving our away supporters.
0:08:31 > 0:08:33Is this the only kiosk that's open?
0:08:33 > 0:08:36Yeah. We're the only one that does the away supporters.
0:08:36 > 0:08:40So, you're going to have to handle 350 people from this kiosk?
0:08:40 > 0:08:44- Yeah.- In 15 minutes at half-time? - Yeah.
0:08:44 > 0:08:48He learned that the kiosk staff were often verbally abused by the fans.
0:08:48 > 0:08:51Sharon used to be able to radio for help.
0:08:51 > 0:08:54But her walkie-talkie was taken away to save money.
0:08:54 > 0:08:56So she had to rely on the phone.
0:08:57 > 0:09:00When I first started working here, we had radio contacts.
0:09:00 > 0:09:04Now, if something goes wrong, i.e. when we played Man City,
0:09:04 > 0:09:07I was trying to dial Police Control and they were engaged.
0:09:07 > 0:09:10Because everyone else was dialling them because there was a problem.
0:09:10 > 0:09:13- Absolutely!- Isn't that amazing! - Absolutely.
0:09:13 > 0:09:15So that really didn't help at the time.
0:09:15 > 0:09:19I'm not worried about anybody else, I'm thinking about me and my staff.
0:09:19 > 0:09:22- But you'd feel a lot safer if you had a radio?- Yeah.
0:09:22 > 0:09:24After his week on the shop floor,
0:09:24 > 0:09:28he made sure that walkie-talkies were reinstated at the kiosk.
0:09:30 > 0:09:33Today, the former boss is going back to the floor of the Lions' Den
0:09:33 > 0:09:36to find out how the club has changed.
0:09:39 > 0:09:43Do you know, I was never terrified about doing this
0:09:43 > 0:09:45because as a kid, I used to work in a Wimpy bar.
0:09:45 > 0:09:49So this was probably the only job I was looking forward to
0:09:49 > 0:09:52because I knew I could do it.
0:09:53 > 0:09:57But look at it. It only seems like yesterday.
0:09:57 > 0:10:01I've got to be honest, I did get some home truths from Sharon.
0:10:01 > 0:10:03And I didn't expect those.
0:10:03 > 0:10:07And had to take them on board because it's OK me saying
0:10:07 > 0:10:09this, that and the other,
0:10:09 > 0:10:11But at the end of the day, it's the staff
0:10:11 > 0:10:13that have got to put up with some of those issues.
0:10:13 > 0:10:16And it's not right. It can't be.
0:10:16 > 0:10:20Because this is a club and a club means it's about everybody.
0:10:20 > 0:10:23And for me, the first thing I thought I needed to do
0:10:23 > 0:10:27was to make sure that their working environment was safe,
0:10:27 > 0:10:29and a happy one.
0:10:29 > 0:10:32After helping out with food sales,
0:10:32 > 0:10:36his next task was in the dressing rooms, helping out kitman Putty.
0:10:36 > 0:10:38TV: 'Nobody can make money in the Second Division,
0:10:38 > 0:10:40'not if you've got aspirations and ambitions.'
0:10:40 > 0:10:44Until we get out of this division, we've got to accept we'll make losses,
0:10:44 > 0:10:47or we can sell our players, can't we?
0:10:47 > 0:10:49- We certainly can't.- You see? See?
0:10:49 > 0:10:53- If I said I was going to sell the players, you'd kill me.- That's right.
0:10:53 > 0:10:56More than my life's worth to sell the players.
0:10:56 > 0:10:58With losses of £2 million a year,
0:10:58 > 0:11:01Paphitis was on the lookout for savings.
0:11:01 > 0:11:03- Putty?- Yeah?- What's this?
0:11:03 > 0:11:06- What's what?- What are these?
0:11:06 > 0:11:08Sloggis, briefs.
0:11:09 > 0:11:12- Briefs that the pros use. - We pay for them?
0:11:12 > 0:11:16We pay for them. Well, you pay for them. Rather.
0:11:16 > 0:11:18What do I do for a living?
0:11:18 > 0:11:21- You own an underwear company. - Sell lingerie.- Lingerie. Women's.
0:11:21 > 0:11:23Sell lingerie. Women's.
0:11:23 > 0:11:25Lots of Sloggis. Lots of Sloggis.
0:11:25 > 0:11:29Well, I wouldn't know about that being women, would I?
0:11:29 > 0:11:31You might wear them yourself.
0:11:31 > 0:11:34Are you going to get some women's underwear for the players?
0:11:34 > 0:11:37No, no. I'm sure Triumph would be honoured
0:11:37 > 0:11:39to supply the Millwall football team
0:11:39 > 0:11:42with a year's supply of Sloggis, if I ask them nicely.
0:11:42 > 0:11:46On the basis they're one of my business partners, I'm sure it's not an issue.
0:11:46 > 0:11:50- We'd be honoured to accept them. - Well, consider the deal done.
0:11:51 > 0:11:55We actually did do that deal and a couple of others that did save money.
0:11:55 > 0:11:58But, after seeing some of the players play,
0:11:58 > 0:12:03I could have been quite tempted to put them in the female versions.
0:12:03 > 0:12:05After helping in the dressing rooms,
0:12:05 > 0:12:09Paphitis moved on to the executive boxes.
0:12:09 > 0:12:13So that's 24 Fosters, one ice, that's it? Bucket at the ready.
0:12:13 > 0:12:16- Can you stop clanking your ice bucket?- Right.
0:12:17 > 0:12:19Are you all right?
0:12:19 > 0:12:20Cos that's what we have to do.
0:12:20 > 0:12:23I know. I've seen you. I've seen you.
0:12:23 > 0:12:27For many clubs, VIP clients are a vital source of revenue.
0:12:27 > 0:12:32Executive boxes can cost as much as £50,000 a year.
0:12:32 > 0:12:33THEY SHOUT
0:12:34 > 0:12:37Paphitis was looking after VIPs
0:12:37 > 0:12:41paying as little as £250 per game for a box.
0:12:41 > 0:12:43Two doners and a shish.
0:12:43 > 0:12:46He weren't even listening! Look! Eh?
0:12:46 > 0:12:49The man in charge of the boxes was Michael.
0:12:49 > 0:12:52The boxes, I think, are a little bit too good
0:12:52 > 0:12:54for some of the clientele you get in there.
0:12:54 > 0:12:57You have to look at them and think,
0:12:57 > 0:13:00you know, should it be them in the boxes?
0:13:00 > 0:13:04But that's not for me to ask those questions.
0:13:04 > 0:13:07Millwall fans are probably some of the most passionate.
0:13:07 > 0:13:11Although, I've met many fans from many clubs over the years
0:13:11 > 0:13:13and they will argue they are far more passionate.
0:13:13 > 0:13:16But when you go to a football match, that's what it's about.
0:13:16 > 0:13:19It's a little bit tribal, it's competitive,
0:13:19 > 0:13:21and that's why you go.
0:13:21 > 0:13:25Downstairs in the kiosk, there was even less choice of alcohol.
0:13:25 > 0:13:27Paphitis was serving the away fans.
0:13:27 > 0:13:29£4.20, please, love.
0:13:29 > 0:13:34Millwall had catered for 500 Bury fans, but only 200 turned up.
0:13:34 > 0:13:37At 2-0 down, some of them had lost their appetite.
0:13:37 > 0:13:40We haven't done well on burgers at all today.
0:13:40 > 0:13:41Hot dogs.
0:13:41 > 0:13:43And burgers.
0:13:43 > 0:13:46- What's going to happen to those? - Goes in a black bag. Rubbish.
0:13:46 > 0:13:48- What a total waste.- Absolutely.
0:13:48 > 0:13:52- That's just my drawer. - There's those drawers there.
0:13:52 > 0:13:55So this has been a disaster area.
0:13:55 > 0:13:57This kiosk today has been unprofitable.
0:13:57 > 0:13:59We'll have lost money on it.
0:13:59 > 0:14:04It's unfortunate, but the food sales depend on their mood sometimes.
0:14:04 > 0:14:06- Are you allowed to take the food home?- No.- Why not?
0:14:06 > 0:14:10It was a rule. These are all rules from when I very first began.
0:14:10 > 0:14:14- Would you like to take the food home? - Yeah! I don't see why not.
0:14:14 > 0:14:15It should be offered to the staff.
0:14:15 > 0:14:18Because at the end of the day, so much gets wasted, anyway,
0:14:18 > 0:14:21so if we are allowed to take it home, that's less waste.
0:14:21 > 0:14:24I would have no objections or problems with that.
0:14:24 > 0:14:26There's no reason why you can't take the food home.
0:14:26 > 0:14:30Starting today, if you want to take that home,
0:14:30 > 0:14:33- you can take whatever's left, you can take home.- Thank you.
0:14:33 > 0:14:37I came up with this idea about the staff taking the food home.
0:14:37 > 0:14:42And I remember putting the proposal up and everyone going, "No!"
0:14:42 > 0:14:44Reason?
0:14:44 > 0:14:48If they reheat it and something goes wrong,
0:14:48 > 0:14:52or they give it to somebody and something goes wrong, we're liable.
0:14:52 > 0:14:57And, of course, not that our staff would even think about it,
0:14:57 > 0:14:59if there was the odd unscrupulous one
0:14:59 > 0:15:03that might just overcook and get that gross margin down,
0:15:03 > 0:15:05then that wouldn't be very good for the club.
0:15:05 > 0:15:09On day two of his week on the shop floor,
0:15:09 > 0:15:11Paphitis was asked to help clear up after the game.
0:15:11 > 0:15:16The stadium was maintained by just two employees, Colin and Cess.
0:15:16 > 0:15:18And they were dealing with a major problem.
0:15:18 > 0:15:20- This was Saturday?- Yes.
0:15:20 > 0:15:22Blimey!
0:15:22 > 0:15:26They've ripped the pipe out at the top there, the visiting supporters.
0:15:26 > 0:15:29- Right.- One pipe there and a series of pipes.
0:15:29 > 0:15:31- 'They took the pipes out? - They just ripped them out.
0:15:31 > 0:15:34'Bastards!
0:15:34 > 0:15:37'This is what happens when you win 4-0 at home.
0:15:37 > 0:15:39'There's always a price to pay.
0:15:39 > 0:15:42'A win at home gives you problems.'
0:15:42 > 0:15:45This makes me very angry. I get very upset.
0:15:45 > 0:15:47The only thing I've got to say is
0:15:47 > 0:15:51as upset I am with the Bury supporters, ours do it as well.
0:15:51 > 0:15:54So I can't just moan about the Bury supporters. Bloody mindless!
0:15:54 > 0:15:57Totally bloody mindless!
0:15:57 > 0:16:01'I think it makes anybody angry when you see violence,'
0:16:01 > 0:16:04mindless violence like that.
0:16:04 > 0:16:07It was a new stadium. New-ish at that time.
0:16:07 > 0:16:09And a lot of money was spent on it.
0:16:09 > 0:16:12The repairs were quite significant.
0:16:12 > 0:16:15And, of course, my biggest problem was,
0:16:15 > 0:16:19I know all fans are guilty of it, not just the Bury fans.
0:16:19 > 0:16:21Including our own.
0:16:21 > 0:16:23And it's unnecessary.
0:16:23 > 0:16:26Totally and utterly unnecessary.
0:16:26 > 0:16:28During his Back to the Floor week,
0:16:28 > 0:16:31Paphitis was about to face his toughest test.
0:16:31 > 0:16:34Dealing with a blown bulb in the scoreboard.
0:16:34 > 0:16:36Have I ever told you I'm scared of heights?
0:16:36 > 0:16:38I'd better say goodbye to my family.
0:16:38 > 0:16:42- 'I'll just go and turn the power off.- Oh. Thank you very much!'
0:16:42 > 0:16:44Turn the power off!
0:16:44 > 0:16:46'I'll hang around up here, shall I?'
0:16:51 > 0:16:53You love the BBC, don't you?
0:16:53 > 0:16:58I can't believe how frightened I looked.
0:16:58 > 0:17:00And I really was terrified.
0:17:00 > 0:17:03I hate heights.
0:17:03 > 0:17:08So to actually go up there, I'm surprised my trousers remained blue.
0:17:08 > 0:17:10- He's a bit slow, isn't he? - Very slow.
0:17:10 > 0:17:13You know what we forgot, don't you?
0:17:13 > 0:17:15- The bulb.- I've got the bulb here.
0:17:15 > 0:17:18It's no good down there, is it?
0:17:18 > 0:17:20- I've got to come back down again. - Yep.
0:17:25 > 0:17:28How you doing, fella?
0:17:28 > 0:17:31That's it. White knuckles there, look.
0:17:31 > 0:17:35White knuckles? I'm going to have to change me underpants after this!
0:17:36 > 0:17:38Never mind white knuckles!
0:17:38 > 0:17:42The thing that's come out of working with Colin and Cess
0:17:42 > 0:17:46is, um...that they should be left to do the more skilful jobs,
0:17:46 > 0:17:50and the more remedial tasks, we should get somebody in to do.
0:17:50 > 0:17:55That would be a more cost-effective way of using their time.
0:17:55 > 0:17:58Blimey, I'm not doing that in a hurry again.
0:17:58 > 0:18:01After his encounter with the ladder,
0:18:01 > 0:18:05Paphitis decided to invest in a high-tech solution to help his ground staff.
0:18:05 > 0:18:09Soon afterwards, I thought, we're not getting up there again.
0:18:09 > 0:18:10- And we bought this, didn't we?- Yes.
0:18:10 > 0:18:14At the cost of about half a million pounds, if you remember rightly.
0:18:14 > 0:18:17That's a lot to pay to get out of changing a lightbulb.
0:18:17 > 0:18:20But this is a proper video screen. You play the game back on this.
0:18:20 > 0:18:23It allowed people to get a better enjoyment of the match.
0:18:23 > 0:18:25The other one was just a scoreboard.
0:18:25 > 0:18:28We put half-time entertainment on and got things sponsored on it,
0:18:28 > 0:18:31- so we got a revenue stream from it. - That's right, yeah.
0:18:31 > 0:18:33- So it actually paid for itself.- Yeah.
0:18:33 > 0:18:36In a short period of time, if I remember correctly.
0:18:36 > 0:18:39- And it's still working!- Still working 12 years down the line.
0:18:39 > 0:18:42After helping out around the stadium,
0:18:42 > 0:18:44Paphitis' week on the Millwall shop floor
0:18:44 > 0:18:46moved on to the training ground.
0:18:46 > 0:18:50It was an opportunity to meet the club's greatest assets, the players.
0:18:50 > 0:18:53His first job was to make them breakfast.
0:18:53 > 0:18:56- 'Toast.- Toast, please.- Toast. That's six pieces.
0:18:56 > 0:18:58'Your toast is burning, Theo.
0:18:58 > 0:19:00- 'He wants jam on it. - He does want jam on it.'
0:19:00 > 0:19:03He said that when I was negotiating his last contract.
0:19:03 > 0:19:06I said, "What you want, jam on it?"
0:19:06 > 0:19:09That's very good. We've got a big knife here, if you find it easier.
0:19:09 > 0:19:13All football players, from the year dot, have been mollycoddled.
0:19:13 > 0:19:15And, of course, you can't change it afterwards.
0:19:15 > 0:19:18We shouldn't do this. I'd make them make their own toast.
0:19:18 > 0:19:22- They're not allowed in the kitchen. - Put a couple of toasters and the bread outside.
0:19:22 > 0:19:24We haven't got any, unless you get...
0:19:24 > 0:19:26- You haven't asked for any.- We will.
0:19:26 > 0:19:28If you ask for some, you'll get some.
0:19:28 > 0:19:31We wouldn't know who's having toast to charge them.
0:19:31 > 0:19:33Just charge them a flat fee. Make sure they eat them.
0:19:33 > 0:19:35'Players have to pay for their food?
0:19:35 > 0:19:37'Do you know how much we pay players?
0:19:37 > 0:19:38'They're cheap.
0:19:38 > 0:19:42'Our payroll is about two-and-a-half million quid a year.
0:19:42 > 0:19:44- 'That's a lot of money. - That's a lot of money.'
0:19:44 > 0:19:48If they can't afford 50p, I suggest they go to another football club.
0:19:48 > 0:19:50What was really weird about that
0:19:50 > 0:19:54was that was straight after we came out of administration and I took over
0:19:54 > 0:19:57and the club really was on its knees
0:19:57 > 0:20:01and every penny meant we could survive.
0:20:01 > 0:20:05But what was clear was, as far as football players are concerned,
0:20:05 > 0:20:09actually, it was very much all about them.
0:20:09 > 0:20:11I don't think players should pay for food.
0:20:11 > 0:20:15Every business I know has got a staff canteen that's subsidised
0:20:15 > 0:20:19and working people pay for their food.
0:20:19 > 0:20:23On the money football players earn, why should there be an exception?
0:20:23 > 0:20:26In fact, it should be the total opposite as opposed to not paying.
0:20:26 > 0:20:29You should be paying full price, not subsidies.
0:20:29 > 0:20:32Well, we're paid to play football on the football pitch.
0:20:32 > 0:20:35People are made to work... serve behind shops
0:20:35 > 0:20:38and serve behind counters and work in factories.
0:20:38 > 0:20:42They work as hard as you guys work.
0:20:42 > 0:20:45It really took a huge amount of effort
0:20:45 > 0:20:49to actually get the players to actually buy in
0:20:49 > 0:20:52to why they're playing football and the club they're playing for.
0:20:52 > 0:20:55I was actually very lucky because
0:20:55 > 0:20:57very quickly after this programme went out,
0:20:57 > 0:21:01it became clear to me that the players really did belong
0:21:01 > 0:21:03and they took these things into account.
0:21:03 > 0:21:09And we were able to actually save a considerable amount of money.
0:21:09 > 0:21:12After the programme, the players agreed to pay for their toast,
0:21:12 > 0:21:13but Paphitis wants to know
0:21:13 > 0:21:16if they're still contributing to the club's coffers.
0:21:16 > 0:21:20He is meeting up with chief executive Andy Ambler to find out.
0:21:20 > 0:21:24- What I want to know is, do they still pay?- They pay.
0:21:24 > 0:21:28- Yes!- They contribute towards their food at their training ground.
0:21:28 > 0:21:32You got your way. Footballers in general expect a lot.
0:21:32 > 0:21:36- Um, but... - Are they pampered, do you think?
0:21:36 > 0:21:39To it degree, I think they are, but this bunch of players at Millwall
0:21:39 > 0:21:41have learned that's not the Millwall way
0:21:41 > 0:21:43and they accept that and get on with it.
0:21:43 > 0:21:46But in general, there are stories of footballers being pampered
0:21:46 > 0:21:51when some of them on huge wages, should know better.
0:21:51 > 0:21:53During Paphitis' Back to the Floor week,
0:21:53 > 0:21:56Millwall were about to play Bristol City.
0:21:56 > 0:21:59Security was high because their fans had a history of trouble.
0:21:59 > 0:22:03As a steward, Paphitis would be on the frontline.
0:22:03 > 0:22:04Can I just ask, put your hands up
0:22:04 > 0:22:07those who have not stewarded at Millwall before.
0:22:09 > 0:22:12- OK, there's a number of you. - LAUGHTER
0:22:12 > 0:22:15Bristol City tonight, Bristol are well down the division.
0:22:15 > 0:22:17Millwall have had some good results.
0:22:17 > 0:22:20We're looking at a crowd of probably in excess of 8,000 tonight.
0:22:20 > 0:22:24And then away support, probably about 450 to 500.
0:22:24 > 0:22:27My information from my intelligence people
0:22:27 > 0:22:30is there is none of our hooligans travelling up from Bristol.
0:22:30 > 0:22:34However, those who've been here before will appreciate
0:22:34 > 0:22:35that on the blow of a whistle,
0:22:35 > 0:22:38or a player's reaction, things can change very quickly.
0:22:38 > 0:22:41The match needed 160 stewards.
0:22:41 > 0:22:43Together with the bill for policing,
0:22:43 > 0:22:46security would cost the club more than £12,000.
0:22:46 > 0:22:48A big chunk of the night's takings.
0:22:51 > 0:22:55At half-time, Paphitis finally met the fans.
0:22:55 > 0:22:56They weren't happy.
0:22:56 > 0:22:58You've got a cack range of beers,
0:22:58 > 0:23:00you've got a cack range of pies.
0:23:00 > 0:23:02You've got the kids running around.
0:23:02 > 0:23:05They're going to be the supporters of the future.
0:23:05 > 0:23:07Who's this, then? Is this the chairman?
0:23:07 > 0:23:09LAUGHTER
0:23:10 > 0:23:14- They're doing well. We're going to win this league.- You reckon?
0:23:14 > 0:23:17Yeah, I do. It don't matter to you. You've got all that, anyway.
0:23:17 > 0:23:21- What?- You've got all that, anyway. You don't care if they win or lose.
0:23:21 > 0:23:24All the supporters, all these people coming,
0:23:24 > 0:23:26they're the ones who want it.
0:23:26 > 0:23:28I think I care as much as anyone else.
0:23:28 > 0:23:31I sweat buckets to make sure we win.
0:23:31 > 0:23:34But that night, Millwall didn't win.
0:23:34 > 0:23:36In the last minute, Bristol equalised.
0:23:36 > 0:23:39We threw away two points. We drew 1-1.
0:23:39 > 0:23:42I think that affects me. I'm a terrible loser.
0:23:42 > 0:23:44I sulk for ages.
0:23:46 > 0:23:52Football, for someone like me, is way above a drug.
0:23:52 > 0:23:55When we win, it's a massive high.
0:23:57 > 0:23:59But counter that with a loss.
0:23:59 > 0:24:03Because that really is a massive low.
0:24:04 > 0:24:08It was the end of Paphitis' week on the shop floor.
0:24:08 > 0:24:12That season, Millwall won promotion to the First Division.
0:24:12 > 0:24:15But the chairman's decision to sign former England midfielder Dennis Wise
0:24:15 > 0:24:18would herald even greater success.
0:24:18 > 0:24:21Mark McGhee, the manager at the time, was struggling.
0:24:21 > 0:24:23And I said, "What do we need, Mark?"
0:24:23 > 0:24:26He says, "We need a Dennis Wise-type character in midfield."
0:24:26 > 0:24:30So I went back to him and said, "What about Dennis Wise?"
0:24:30 > 0:24:32LAUGHTER
0:24:33 > 0:24:37The following season, Paphitis appointed Wise as the club's player/manager.
0:24:37 > 0:24:41From the moment I spoke to Theo on the phone,
0:24:41 > 0:24:43I actually really did like him.
0:24:43 > 0:24:46Because he's very truthful. He's very passionate.
0:24:46 > 0:24:50He used to try sometimes to poke his nose in sometimes.
0:24:50 > 0:24:52- THEO LAUGHS - Try.
0:24:52 > 0:24:54You'd let him have his little say.
0:24:54 > 0:24:57I'm sure all his businesses are run like that and I'm sure...
0:24:57 > 0:24:59That's the type of person he is.
0:24:59 > 0:25:04And I enjoyed so much time with him and we got on so well.
0:25:04 > 0:25:08The partnership between Paphitis and Wise was a roaring success
0:25:08 > 0:25:11and led to Millwall's first-ever FA Cup final.
0:25:11 > 0:25:14Their opponents were the mighty Manchester United.
0:25:14 > 0:25:17I'm joined now by a man who I know at 3:00 tomorrow
0:25:17 > 0:25:19will be the proudest man in the world.
0:25:19 > 0:25:21Millwall chairman, Theo Paphitis.
0:25:21 > 0:25:23How can Millwall beat Manchester United?
0:25:23 > 0:25:26These things happen. You've got to believe you can do things.
0:25:26 > 0:25:30We're going to try our hearts out and nothing's impossible.
0:25:30 > 0:25:33No-one said we'd get here. People said we wouldn't do a lot of things,
0:25:33 > 0:25:35but we're going to have a good old go
0:25:35 > 0:25:39and hopefully create an upset a lot of people would like to see.
0:25:39 > 0:25:43In the end, Millwall lost the final 3-0.
0:25:43 > 0:25:46But for the fans, it was the biggest day in the club's history.
0:25:46 > 0:25:50We're still in Europe, so...it don't really matter,
0:25:50 > 0:25:53but it was a once-in-a-lifetime opportunity.
0:25:53 > 0:25:54I think they done brilliant.
0:25:54 > 0:25:57Even though we lost, it doesn't matter.
0:25:57 > 0:25:59Because they've got passion.
0:25:59 > 0:26:03For me, it was the recognition of the community and the football club
0:26:03 > 0:26:06that the whole community was proud of the football club.
0:26:06 > 0:26:09And it didn't matter where you went, it was all blue.
0:26:09 > 0:26:11It was absolutely blue.
0:26:11 > 0:26:14And it put Southwark on the map.
0:26:14 > 0:26:17It put Lewisham on the map. It put Millwall on the map.
0:26:17 > 0:26:20- And it put Millwall on the map for all the right reasons.- Yeah.
0:26:20 > 0:26:23Millwall's fortunes had been transformed,
0:26:23 > 0:26:25both on and off the pitch.
0:26:25 > 0:26:29For Paphitis, taking part in the Back to the Floor programme
0:26:29 > 0:26:33had helped him in his efforts to revive the club.
0:26:33 > 0:26:35The experience for me, going back to the floor,
0:26:35 > 0:26:37really reinforced to me
0:26:37 > 0:26:40that if you're going to run businesses,
0:26:40 > 0:26:43fix businesses, which is something I do,
0:26:43 > 0:26:47you really need to know what happens at the sharp end.
0:26:48 > 0:26:51As it happens, I'm so pleased I did it.
0:26:51 > 0:26:55Because not only was it not a negative programme about Millwall,
0:26:55 > 0:27:00it taught me a huge amount about what was happening in my own club.
0:27:00 > 0:27:06In addition to that, it gave me that little taste for being on television.
0:27:06 > 0:27:10Paphitis helped Millwall to restore its finances and its pride.
0:27:10 > 0:27:12But after reaching the cup final,
0:27:12 > 0:27:15his time at the club was drawing to a close.
0:27:15 > 0:27:18It was my passion, my life, it was day and night.
0:27:18 > 0:27:20And I had lots of other businesses.
0:27:21 > 0:27:26And it just wasn't possible any more to dedicate the level of time.
0:27:26 > 0:27:29The sort of character I am, I'm a very hands-on character.
0:27:29 > 0:27:32I have to be there. I have to know everything.
0:27:32 > 0:27:35Paphitis handed in his notice and left the following season.
0:27:35 > 0:27:38The final game of that season,
0:27:38 > 0:27:42I walked back through the tunnel over there, practically in tears.
0:27:44 > 0:27:46Nobody believed me.
0:27:46 > 0:27:50It was only when the new chairman was announced that people were,
0:27:50 > 0:27:51"My God, he's gone."
0:27:53 > 0:27:58Probably the hardest decision I've ever had to make.
0:28:01 > 0:28:05Today, Paphitis has turned to new business challenges.
0:28:07 > 0:28:10But his heart remains at the Lions' Den.
0:28:12 > 0:28:14Visiting today, and to see everybody again,
0:28:14 > 0:28:16and the wonderful people that work here
0:28:16 > 0:28:19really became part of my family.
0:28:19 > 0:28:22And for all its negativity sometimes you get in the press,
0:28:22 > 0:28:24it was worth it.
0:28:24 > 0:28:27It was worth it just for the good times.
0:28:36 > 0:28:40Subtitles by Red Bee Media Ltd