The Chough Bakery Alex Polizzi - The Fixer


The Chough Bakery

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Family businesses make up a quarter of the British economy

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and employ nearly ten million people.

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But a thousand small firms are going bust every single month.

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Sorry.

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This business is on a knife edge.

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We're going to have to have to call it a day.

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For God's sake, do something.

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For family firms, it's not just profits,

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it's relationships on the line.

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£50,000 now. And you'll never see me again.

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I don't know if it's ever going to get better.

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You must see some hope. Otherwise, let's not bother with this then.

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I'm Alex Polizzi.

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I grew up in a family business that expanded from one small cafe

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to become an empire worth billions.

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Now I'm trying to bring family firms...

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ALL: Hello.

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..back from the brink.

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This is a business.

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You're ruining your health, you're ruining your family life.

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He's just used to getting his own way and I'm used to getting mine.

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This week, a seaside business struggling to survive

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to the next generation.

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-You've gotta let go, Mum.

-She's not going to pass it over lightly.

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Will a controlling mother...

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Lou's got a lot of skills to learn before she can step into my shoes.

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..and a family at odds...

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Don't talk. Do it, for God's sake.

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..lead to mutiny at the bakery?

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I honestly beg you, Elaine, to think about how you're going to work this hierarchy.

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This is... This conversation has gone too far, anyway.

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MUSIC: "Peaches" by The Stranglers

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15 million holiday makers descend on Cornwall every summer.

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# Walkin' on the beaches Lookin' at the peaches... #

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And it seems all those who love food head here - to Padstow.

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It's packed with restaurants, delis and food outlets

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and home to the celebrated Rick Stein empire.

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It's known as the food capital of Cornwall.

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I've been called to the aid of one of its longest-standing

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family firms, the harbourside Chough Bakery.

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I'm on this beautiful fishing harbour in a very pretty town

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that's become synonymous with some very good food in the south west

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and it seems to me that this is a very good place to have a food business.

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But all is not well at the bakery.

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Five months of the year, we lose money. In March last year, we lost something like...

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Was it nearly 30,000, in one month! You know. Crazy!

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# Well, what a bummer! #

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They're the coldest, Harry, so I'll give you some hotter ones.

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The business was started 31 years ago by Elaine and Rob Ead.

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I had this idea of creating a small bakery in Padstow.

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I suppose I'm the great visionary of the company.

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Oh, lovely jubbly. We're doing Victoria sponges next week.

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Mother is the boss. I'll give you that.

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She's definitely the boss!

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Elaine and Rob want to retire, so they've made their daughter Louisa the manager

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and put son Greg in charge of sales. But the transition hasn't been smooth.

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-THEY ALL TALK AT ONCE

-..Ingredients, stock use, samples.

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Can we just get back to the whole idea and the point of this...

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This discussion and the reason why, you know, you...

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I'm just trying to plan.

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Yeah, you're trying to plan.

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Working with families. I don't know whether I'd recommend it to anyone.

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-Or wasting.

-Greg...

-That's the other thing...

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Let Louisa finish.

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Along with the family frictions,

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Elaine has had to remortgage her house to keep the business afloat.

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Action is needed if the bakery is to have a future.

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This business is on a knife edge.

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If it doesn't change, no-one will have a job.

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We'll all be out of work.

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Yeah, but you've got full-time staff,

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they've got families to feed, you know, they've got rent to pay.

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It's, you know, quite a responsibility.

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Unless we do something different, it's not going to exist in two or three years' time.

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I've got just three months to try to make a difference and even though

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I've got some insider knowledge of this industry, it's a huge challenge.

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I do have a certain amount of experience in bakeries,

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as I have a wholesale bakery myself.

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But I have never had a shop.

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My immediate impression is it doesn't make you want to charge in

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and buy your Cornish pasty here,

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despite the location being immaculate.

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The signage that tells you that everything is made locally

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on the premises daily looks very generic.

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I mean, I HATE that sign there and I hate that sign there.

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This is the only thing that looks a bit more personal.

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Then, where is the product?

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I don't actually have any product made visible to me.

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Instead, I have this awful decal on the window.

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There's a broken window, which gives a very bad impression.

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There's a sign that's then printed out on computer.

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I mean, every single day tripper who comes off a ferry

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is going to come just from there. They HAVE to pass this shop.

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They should be making money out of every single person

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who comes into this town.

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'Inside, there's more bad news.

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'Untidy signs and stickers litter the place.'

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They do have a real obsession with sticking things on windows, clearly.

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The bread, in a side window, looks pretty ordinary.

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'And the range of cakes and confectionary is a flashback to the seventies.

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'Not at all what I'd expect in such a famously foodie town.'

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They look really boring.

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-Hello.

-Hello, how are you? Alex Polizzi.

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-I'm very well, I'm Elaine.

-Lovely to be here.

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-You've come to help me make some sandwiches today, is that right?

-Great.

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So tell me, you started this about 30 years ago.

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Yes. I actually bought it 31 years ago.

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I had the cunning plan that maybe we could open a bakery

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in Padstow as there actually wasn't one at the time,

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-a production bakery.

-Yeah.

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And I think I created a monster, to be quite honest, Alex.

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-Course, there is friction, between family members.

-Always.

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-Did you want to be more specific?

-There's friction between... Yes, between Louisa and Greg, obviously.

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When they were kids - and nothing's changed -

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when they were kids, I used to just bang their heads together.

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Bye, Edna, bye.

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'Elaine's daughter Louisa has been here nine years.

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'Part of her job is to oversee the production of their awarded-winning Cornish pasty.'

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-What is it that you're putting on?

-Clotted cream.

-It IS clotted cream.

-A lot of people use butter.

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-Yeah.

-But we've always used cream.

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Um, my gran... We used have the milk round, so...

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My gran used to make clotted cream, so she always used to put it in the pasties.

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I'm amazed that that isn't stated somewhere...

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When you mention a pasty, you know, darling, that's amazing.

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-Yeah.

-Who'd think that there's clotted cream in a pasty?

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'It's daft not to shout about such a unique recipe.

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'In a town like this, their products need to stand out.'

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I know this is an old family recipe.

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Have you tried tweaking it...

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Have you tried... I mean, who decides on recipes and what to do next and...

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I have been trying to make curried pasties for a few years,

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and my mother keeps saying over my dead body, so... after the wake, that'll be there.

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Louisa seems keen to develop the Chough's offering,

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but I can see escaping the shadow of her mother might not be easy.

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So, um... Answer the phone, somebody. Where's the phone gone?

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Hello, Choughs.

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If it's working, you know, don't fix it.

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That's, that's my sort of... If it ain't broke, don't fix it.

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That's been my attitude.

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They're both, and I have to say it, exceedingly stubborn at times.

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She's biting at the bit now, I think, to change it.

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But when they're both together, if they've got two different ideas around the same subject,

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then, oh boy, yeah, they're just butting heads.

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You...you... Well!

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At the end of the day it's her baby,

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and she's not going to pass it over lightly, I can tell you that.

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The other contender to take the reins is Elaine's son Greg.

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He's a relative newcomer, only joining the business 18 months ago.

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-Nice to meet you, can I come in?

-Of course you can.

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There's a chair for you.

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Most of the time he's not even here, working from his home in Wales.

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I am the sort of person that makes decisions on the basis of facts,

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doing my research properly, listing out the pros and the cons

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and coming to a decision on that basis.

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Do you think you're the brains of the operation?

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No, I wouldn't say that.

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What proportion of your time is spent actually selling?

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Very small, actually.

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But I've converted most of the people that I've gone out and done,

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so it's a quality, not a quantity thing.

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But what proportion of the business, overall in the year,

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is wholesale, and how much goes straight to the shop?

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Well, it was only 15% last year.

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-15%?

-Yeah.

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A 15% wholesale figure is shocking.

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And as sales manager, Greg should be ashamed of himself.

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The Chough has a large offsite bakery run by head baker,

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and Elaine's nephew, Ryan,

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where there are the facilities and space to up production considerably.

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Greg's never worked in the business and he's come in straight away to a partnership which...

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Ryan and myself have worked years towards.

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Um, the other thing is he doesn't know an awful lot about the business.

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He's not got a background in business.

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Unfortunately, he seems to...

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He's over-confident with what he thinks he knows, which a lot of the time isn't enough.

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I see myself as, you know, trying to provide a guiding influence,

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trying to provide... almost like a consultant.

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Four different bloody rental agreements you had,

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all having annual bloody increases.

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Had you over a bloody barrel.

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Everybody, apart from me, the leaders, my sister, Ryan, they're all at the coalface chipping around

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and they haven't got the time to get out the mine and go, well, where are we going anyway, you know.

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Yeah, OK, you came in and did it.

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It's not right to say that we wouldn't have done anything else.

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-Shush, shush. Yeah, please, Robert, you're getting cross.

-I'm not getting cross.

-You're getting arrogant.

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The family dysfunction hasn't escaped the notice of dad Rob, who seems trapped in the crossfire.

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The business has to change.

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It's no use staying as we are or going backwards. We've got to move forwards.

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They've gotta learn to concentrate on the important thing about moving forward,

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the need for agreement, and really, if we don't, you know,

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we could just have to sell the business and put the beast out of its misery, so to speak.

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Rob's right.

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Swift action is needed if the Chough is going to survive into the next generation.

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And the company's accounts expose the cold, hard facts.

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In March, they made a significant loss of 16%.

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Based on the size of their bakery and the size of my bakery,

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that surprises me because even in the very worst month here, we never make more than a 10% loss.

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'On top of all their other problems, the Ead family's business is being crippled by Cornwall's seasonality.'

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86% of their turnover is generated between April and October.

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We lost money in November, December, January, February and March.

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The reason they've survived this long is Mum and Dad have pumped money into the business

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to keep it alive during the winter.

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If they didn't do that, it would go bust.

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It's a situation that can only get worse.

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Of course, there have been huge increases in the costs of various goods.

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Everything dairy. Fuel's gone up enormously. Packaging has gone up.

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Flour has gone up 20%, so that, of course,

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does hit the bottom line, but this is last year's figures.

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It's clear that big changes need to be made, but other than Greg,

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I don't think the family realise just how serious the situation is.

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These accounts are not just for putting in the loo

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and using to, you know, fan yourselves.

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Your bottom line, at the moment, looks quite profitable

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because you two, you don't draw a salary, per se, and it isn't shown in this profit,

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and you're still having to recommit your own money into the business

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to keep it going through the lean times,

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and so the figures are completely skewed.

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You making your fantastic, award-winning pasties isn't enough,

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and I think that has to be just clearly understood

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that there isn't any going back.

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The bottom line is time's running out for us two, really.

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I'm aware... I'm aware of that.

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Transforming the Chough won't be easy, and to do so,

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the family will have to set aside their differences and pull together.

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We'll need to revitalise their shop and products,

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find a wider market for their pasties,

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and win significantly more wholesale business

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for their speciality breads, which currently are far from special.

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And that's the first thing I want to tackle.

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I've invited the next generation up to London

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to learn from the best baker I know, though I may be biased.

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He's my husband, Marcus.

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Through here we have the production area.

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And over in this area, during the day,

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we're producing all of our tin bread,

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and at night then we use this area for the speciality.

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Marcus is a master baker following a long family tradition.

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14 years ago we started our own wholesale bakery,

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which now supplies everyone from burger bars to the Caprice restaurant group and Gordon Ramsey.

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How many people do we have working here at the moment?

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-About 50.

-How many did we start with?

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-Just me and you. Back in the good old days.

-Back in the good old days.

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I know Marcus is a stickler for detail, so this should help raise their game.

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Let's try the large white bloomer.

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The cut... What I would say is about your cuts...

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Yeah, the cuts are a bit deep.

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It's not necessarily the depth of them, it's the angle.

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Because you've gone more across the loaf,

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-the only way the loaf can grow is underneath.

-Right, yeah.

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-That's why it splits.

-Oh right, yeah.

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On your seam there.

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If you cut it further along the loaf, you'll get the growth at the top.

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-Yeah, right ho.

-Yeah, the flour from the top of the loaf.

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It looks like you're using a lot of improver.

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Yeah, we do use improvers, yeah.

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-Improvers are expensive, aren't they?

-Very.

-Yeah.

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-It's the most...

-Yeah, it is, yeah, yeah.

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So if we could cut that down, that could shave a bit off.

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This is your olive...

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Olive bread.

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You can see here where you're... where it's actually dropped down,

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-and your crumb here has compressed.

-Yeah.

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That's not very good at all. And what's this one?

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Um, the untraditional foccacia.

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Let's have a look.

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It's a Cornish foccacia.

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It's very deep and er...

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-Slimy.

-Little bit oily.

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-When you bake in a tin you're holding all the oil...

-Yeah, so it's soaking into there.

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..In the base, so it's just... It ends up frying, if you're not careful.

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You can cut down on the herbs a little bit.

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-They cost money. They're expensive.

-Shall I get one of yours?

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This is quite dense. ..Please, darling.

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OK. This is one of ours.

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This is olive, and this is about the depth of a foccacia.

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Yeah, yeah. That's really nice.

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'But revamping their bread will be pointless if Greg doesn't get out and sell it.'

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Do you want to try some?

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'And that will take an intimate knowledge of the product,

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'something he will currently struggle with.'

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When we started this business I had never baked bread,

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I'd never sold a loaf of bread and I'd never driven a van before.

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You know, let alone him getting me to clean his 2,000 foot bakery, as it was at the time.

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I learnt how to do all those things because we really wanted to succeed.

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You need to make an effort to sell. Don't wait for people to come to you.

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Every time a new restaurant opens you should be there, banging on the door.

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-Um, and Greg...

-That's my job.

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'What is evident is that Greg doesn't have enough product knowledge,'

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because he's only there two days a week.

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For me, the knowledge thing is getting involved in the production of the bread and stuff

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because you need to have the intimate knowledge of how it's made

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and how it's produced and what ingredients go into it.

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You know, I will, over the next month or two,

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do days in the bakery and in the shop to get that intimate knowledge of production.

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Bread is not the only thing that the family could be wholesaling.

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They've clearly got a brilliant product in their pasty, and,

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if they could develop a frozen version to sell to retailers outside the county,

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it could massively reduce their seasonality problems.

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Lay six down this end as well in a minute, please.

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-I can't do two jobs at once!

-Didn't ask you to, dear.

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So, I've gathered the whole family together in the Chough's pasty kitchen.

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What I'd like you to discuss is whether you're going to try

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and find a solution to your frozen pasty dilemma.

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I think it's the level at which you freeze them.

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You're going to have to look at freezer protocols,

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health and safety traceability, which is all sort of like...

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-Well, we've got most of that now.

-Let's all give ourselves a week off and do it.

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We spend £150 million pounds a year on pasties in this country,

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with most sold outside of Cornwall,

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and I want the Ead family to get in on the act.

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But coming to any sort of agreement seems beyond them.

0:18:200:18:25

I think the first thing we've got to do is develop a pasty

0:18:250:18:27

-that can be frozen and bakes off first.

-That's the first step.

0:18:270:18:31

Well, what is the legislation?

0:18:310:18:33

-There's tons. Absolutely tons.

-I don't know anything.

0:18:330:18:36

It's a big project, it's a big project.

0:18:360:18:39

-There is a thing called due diligence.

-Can I point out something?

0:18:390:18:42

You're all going round and round again.

0:18:420:18:44

This is obviously what you do. So yes, you're creating more problems than you're solving.

0:18:440:18:48

First, there's got to be a pasty.

0:18:480:18:50

-So... No, I suggest you do everything.

-Ryan's got it right.

0:18:500:18:53

No, darling, you don't. You give everyone a job to do.

0:18:530:18:56

Why don't each of you take one aspect of that,

0:18:560:19:00

and then I would like us to agree that you will have all those findings to present,

0:19:000:19:06

because at least we'll be able to make a decision and put one thing to bed, yeah?

0:19:060:19:10

Yeah, yeah, no worries, Alex.

0:19:100:19:12

-OK, good.

-OK.

0:19:120:19:14

The interesting thing is, I'm not convinced one way or the other

0:19:180:19:21

if a frozen pasty is the right way to go.

0:19:210:19:23

I just want the evidence in front of me and then it's easy to decide.

0:19:230:19:28

We should have it all ready and we can sit down and go, OK, this is the product,

0:19:280:19:32

this is what it tastes like, this is going to work.

0:19:320:19:34

She wants a solution which we don't get to.

0:19:340:19:37

We never get to solutions.

0:19:370:19:38

Well, finding out all the information will tell us what the solution is going to be.

0:19:380:19:43

We can't just do our individual things. We've got to work together.

0:19:430:19:47

It is a project, but we've all got individual tasks.

0:19:470:19:50

-We're not all doing the same thing. Just get on with it.

-You and your mother are like Punch and Judy.

0:19:500:19:54

-We need to do something. For God's sake, do something, right?

-Yeah.

0:19:540:20:00

That's what always happens when we have a meeting, you know.

0:20:030:20:06

Lots of talk, no bloody action.

0:20:060:20:08

Let's talk and then, oh, we'll do it tomorrow.

0:20:080:20:10

Tomorrow is the big thing.

0:20:100:20:12

You know, manana is a great buzz word I think, in the Chough.

0:20:120:20:17

Don't talk. Do it, for God's sake, because otherwise there was no point, whatever, in carrying on.

0:20:170:20:22

'They make difficulties for themselves.'

0:20:220:20:24

They've just got to get on with it.

0:20:240:20:26

And this time they've got to.

0:20:260:20:28

I couldn't agree more.

0:20:280:20:31

And there's one problem that we really must tackle immediately.

0:20:310:20:36

Come and look at this place.

0:20:360:20:39

What do you think, standing here looking in?

0:20:390:20:41

This is a mess. Constantly saying that front window...

0:20:410:20:44

I come down after a couple of days off and we've got posters here, and I just go, take it out.

0:20:440:20:49

Just bloody take it out.

0:20:490:20:51

But you're the one that says, oh, I want a sign in the window that says bacon baps,

0:20:510:20:55

I want that Cornish Pasty Association poster in that window.

0:20:550:20:59

So a lot of it is stuff that you've told people to do.

0:20:590:21:03

I think the important thing is

0:21:030:21:05

let's do what we can now to make it all look better,

0:21:050:21:08

and arrange for a glazier to come and fix that window.

0:21:080:21:11

Absolutely, yeah.

0:21:110:21:12

-Today. It means you lose the decal.

-You think so?

0:21:120:21:17

It's stopping you seeing into the shop.

0:21:170:21:19

-Yeah, I hate it, I hate it.

-Do you?

0:21:190:21:21

-Yeah.

-Good for you. I hate it.

0:21:210:21:23

-I don't like it.

-But also, darling, you're an independent, family bakery.

0:21:230:21:29

Everything you should do should be pointed towards making sure that people understand that.

0:21:290:21:34

That is the kind of thing that a big firm does.

0:21:340:21:36

Instead of having a decal, let's have our own bread in the window.

0:21:360:21:40

-It's our bread.

-All right, yeah, fine.

0:21:400:21:43

But it's a two-dimensional image instead of three-dimensional, real, fresh-baked bread.

0:21:430:21:47

I think that was very positive.

0:21:520:21:55

I seem to finally have got them quite fired up.

0:21:550:21:58

It is frustrating, though, cos this is all fairly basic stuff.

0:21:580:22:01

These are the first small steps. I mean, honestly, that window.

0:22:010:22:05

Who would have thought that it was acceptable to leave a window smashed like that for six weeks?

0:22:050:22:10

Really not rocket science, is it?

0:22:100:22:13

But I'm hoping that this is just the beginning of the momentum they'll gain,

0:22:130:22:16

and it's going to take all of them to fully sign up to this process

0:22:160:22:20

to make sure we achieve as much as we need to.

0:22:200:22:22

And it's got all these nasty hooks and yellow spots.

0:22:220:22:26

Yeah, well, that's for the Christmas decorations. Oh, no.

0:22:260:22:29

How long have you waited to tell me this?

0:22:290:22:31

Oh, it's been a few years.

0:22:310:22:33

A few years!

0:22:330:22:34

I've wanted to tell you ever since I've been working here, but I wouldn't dare.

0:22:340:22:38

OK.

0:22:380:22:40

'Elaine clearly finds change difficult,

0:22:400:22:42

'but if the business is going to go forward, then she needs to take a step back.

0:22:420:22:47

'It's really important, darling, because the world moves on, and one has to move on with it.'

0:22:470:22:52

That's fine. I'm not going to, you know, I'm not going to slit the wrists yet.

0:22:520:22:56

Good, good.

0:22:560:22:57

'But Elaine needs proof that one of the kids can take it on.'

0:22:570:23:02

For the last two years she's been talking about, saying, oh, I'm going to be 60 soon.

0:23:020:23:06

I want to retire, it's time I took a step back.

0:23:060:23:09

But she can't. It's like she can't leave it alone, she built it,

0:23:090:23:13

she developed it, she'll always be down there, interfering.

0:23:130:23:17

I want Greg and Louisa to step up to the plate, to prove to me,

0:23:170:23:21

and their mother, they're ready to take over the reins,

0:23:210:23:24

so I've asked Greg to spend more time in Padstow getting some hands-on bakery experience.

0:23:240:23:29

And I've asked Louisa to focus on developing their products.

0:23:290:23:32

Let's go make pasties.

0:23:320:23:34

Louisa is taking steps to show she's ready.

0:23:390:23:42

The family gave up on making a frozen pasty, but she's determined to crack it.

0:23:420:23:46

I think she can do it.

0:23:460:23:49

I am the manager down here, on paper.

0:23:490:23:51

But she owns the business so it works like any other business, I should imagine.

0:23:510:23:56

If whoever owns Tesco's walks into one of his stores I'm sure the store manager,

0:23:560:24:00

if he tells him to move that over there, he's going to do it.

0:24:000:24:03

We're going to part bake them for different times to see which gives the best results.

0:24:050:24:11

'But the proof of the pudding, as they say...'

0:24:110:24:14

Da da da da.

0:24:140:24:16

Wow.

0:24:160:24:18

Oh, my gosh.

0:24:180:24:20

-They look very good.

-The pastry is holding up nicely, isn't it?

0:24:200:24:23

Yes, it certainly is.

0:24:230:24:25

Which one shall we try of these?

0:24:250:24:26

The middle one?

0:24:260:24:28

Shall we try the middle one?

0:24:280:24:30

Doesn't taste...

0:24:300:24:32

It's dry.

0:24:320:24:33

-It's dry.

-And that's not got...

0:24:330:24:36

-The potato is too hard on that.

-Chewy.

0:24:360:24:39

-I don't think we like those.

-No, don't like those.

0:24:390:24:41

-It looks like a...

-It looks like road kill.

0:24:410:24:44

Horrible.

0:24:440:24:46

-The pastry looks awful.

-It doesn't smell nice, the onions. Eugh.

0:24:460:24:49

Just top it up.

0:24:490:24:51

-No gravy.

-No gravy, dry again.

0:24:510:24:55

'Several pasties in, my faith is in danger of being shaken.'

0:24:550:24:58

-And the taste, tasteless.

-Yeah.

0:24:580:25:01

-This is one of the unbaked ones again.

-Is it?

0:25:010:25:03

It is, yeah.

0:25:030:25:05

-That's nasty.

-Doesn't work, does it? Unbaking it doesn't work.

0:25:050:25:08

-OK, well, that's one thing that you've discovered.

-Yeah.

0:25:080:25:12

'Next up, pasties with a longer prebake.'

0:25:120:25:15

Oh, that's better. Look at the juicy gravy coming out.

0:25:150:25:18

The pastry's a lot thicker.

0:25:180:25:20

Yeah, this is tasty.

0:25:200:25:21

-That looks nice, too.

-It does.

0:25:210:25:24

-I think it actually looks a little bit nicer like that.

-Mmm, that was better.

0:25:240:25:28

So what do you think?

0:25:280:25:30

After all this, do you think it's possible now

0:25:300:25:32

to produce a frozen pasty that meets your exacting standards?

0:25:320:25:36

Exactly. Yeah, I do, I do.

0:25:360:25:38

'Hallelujah. That's what I call a result.

0:25:410:25:43

'In just one week, Louisa's overturned years of procrastination

0:25:450:25:48

'and developed a pasty that could finally escape the confines of seasonal Cornwall.

0:25:480:25:54

'But it's not just the pasties I want to see take to the road.'

0:25:540:25:59

I have a challenge for you.

0:25:590:26:00

-OK.

-Which is...

0:26:000:26:03

I would like you to try and sell your pasties

0:26:030:26:07

out of a mobile van at a big event.

0:26:070:26:10

-The ways that you could use a van are enormous.

-Oh, absolutely.

0:26:100:26:13

You could use them at Christmas fairs, football matches.

0:26:130:26:16

And you could do something throughout the year.

0:26:160:26:18

-So are you up for it?

-Yeah, definitely.

-Louisa?

-Yes, I'll be up for it.

0:26:180:26:22

-Thanks, darling. Perfect, thank you very much.

-That's quite all right.

0:26:220:26:26

That was a real breakthrough. They've actually achieved something very concrete.

0:26:260:26:30

They have a recipe for a frozen pasty,

0:26:300:26:32

and they seem very gung-ho about trying with this mobile van idea.

0:26:320:26:36

I think a van is a good idea.

0:26:360:26:39

Car boot sales, people want hot food, and what's better than a Cornish pasty?

0:26:390:26:43

-It's the ultimate convenience food.

-A lot less trouble than making a burger or a bacon bap

0:26:430:26:48

or something like that, cos it's already made.

0:26:480:26:50

I understand we've got a long way to go,

0:26:500:26:52

but the Ead family showed great signs of starting to work very well together.

0:26:520:26:56

One thing we all agreed was essential

0:27:000:27:03

was that Greg spent time on the shop floor getting first-hand experience of their products.

0:27:030:27:07

But as the weeks roll on, he remains conspicuous by his absence.

0:27:070:27:11

I mean, it has sort of been quite sort of trying at times down here.

0:27:150:27:20

Greg hasn't really been down, so, you know, we'll just have to wait and see.

0:27:200:27:25

But doing a full day, either in here or in the shop or... and up in the bakery,

0:27:250:27:31

will probably help him understand sort of like the pressures on our time.

0:27:310:27:36

He sort of is trying to do jobs that he's never done before, you know.

0:27:360:27:40

He says, "I'm a marketing expert," and it's like, "You can't be a marketing expert,"

0:27:400:27:45

"I've read a book on it." Well, that doesn't make you a marketing expert!

0:27:450:27:49

It's like I read a book on brain surgery

0:27:490:27:51

but I'm not going to go and cut someone's head open, just to see if it worked!

0:27:510:27:54

Today, Greg will be forced to get his hands dirty.

0:28:000:28:03

I want the whole family to test out if selling pasties at events

0:28:030:28:06

could be another answer to their seasonality problems.

0:28:060:28:10

I've booked them a pitch at a car boot sale in Somerset.

0:28:140:28:18

There's a lot riding on the event.

0:28:180:28:20

If successful, getting on the road could provide a real lifeline for business during the winter.

0:28:200:28:26

Louisa's baked hundreds of pasties to flog to the hungry masses.

0:28:260:28:31

Right, let's see how long these little beauties take.

0:28:320:28:36

Everything's pretty much set up. All the ovens seem to be working so yeah, amazingly, so far so good.

0:28:360:28:42

We'll sell the lot.

0:28:420:28:44

They'll be queuing up to buy them in about half hour.

0:28:440:28:48

But any cause for optimism soon evaporates.

0:28:530:28:57

Things aren't looking good.

0:29:000:29:02

Well, this is slightly disheartening.

0:29:040:29:07

It doesn't have either the number of stalls

0:29:070:29:09

or the number of visitors that I was assured it was going to have.

0:29:090:29:13

Of course, there is a burger van here,

0:29:130:29:16

which presupposes that they think it's worth their while to be here.

0:29:160:29:19

Maybe it's going to get massively busier.

0:29:190:29:23

The cost of just...just everything that we've baked to bring up today,

0:29:230:29:28

we need to sell, really, about 300-400 pasties to make our money back.

0:29:280:29:32

I think if we gave a tray each to everyone here at the minute,

0:29:320:29:37

we would still have some left.

0:29:370:29:39

SHE LAUGHS

0:29:390:29:40

Not good.

0:29:400:29:43

Not good at all.

0:29:460:29:47

Do you want a pasty?

0:29:490:29:51

-Hello.

-Hello.

0:29:510:29:53

Or a sausage roll?

0:29:530:29:55

Chicken pie.

0:29:560:29:57

I haven't got a chicken pie!

0:29:570:30:00

'The turnout is a crushing blow,

0:30:060:30:09

'but still I'm convinced there's something in this idea.

0:30:090:30:13

'Mobile catering is a growing sector,

0:30:130:30:15

'and smaller overheads mean profit margins can be up to 40% higher than in a restaurant or shop.'

0:30:150:30:22

Is it quieter today than usual?

0:30:220:30:25

Very. It's terrible. It's never been this quiet.

0:30:250:30:28

Really? My pasty sellers are very disheartened and I feel awful.

0:30:280:30:31

You know, the thing is you're going to have good days and bad days.

0:30:310:30:35

-Everybody in the food trade knows one day they're going to make money and one day they're not.

-Yeah.

0:30:350:30:40

That is the ups and downs of anybody,

0:30:400:30:42

so if they're willing to put in the hours, they'll get their bonuses.

0:30:420:30:46

It's very encouraging to hear that actually it would have been busier here usually.

0:30:460:30:52

The argument that some days you win and some days you lose

0:30:520:30:55

don't work so well when you have a static shop that already you're paying rent and rates on.

0:30:550:31:00

So yes, you can win and lose there,

0:31:000:31:02

but you wouldn't want all the extra expense of taking a van out

0:31:020:31:06

unless you're pretty damn tootin' sure you're going to make some money.

0:31:060:31:10

'Expecting a rush of customers, Elaine and Rob have turned up to lend a hand.'

0:31:100:31:17

Looks a bit thin on the ground, I'm afraid.

0:31:170:31:20

'The family have gone to such effort, I'm determined that the day doesn't end in disaster.'

0:31:200:31:25

It isn't working here, so let's move on. We're mobile, let's do it.

0:31:250:31:29

'I've heard about another market up the road, so we pack down.

0:31:300:31:34

'And then set up again ten miles away.'

0:31:370:31:39

Right, what else do we need here?

0:31:390:31:41

'Where things immediately feel a lot more positive.'

0:31:410:31:45

-Can we interest you in a Cornish pasty?

-We're warming them up currently in our oven as well, so...

0:31:450:31:50

Thank you.

0:31:500:31:52

Come and try a Cornish pasty.

0:31:520:31:54

Couple of cheese, leek and onions too.

0:31:540:31:56

Cornish, that's five pounds please. Thank you.

0:31:560:31:59

At least there's people here.

0:31:590:32:01

We have some chance of redeeming ourselves and the disastrous start to the day.

0:32:010:32:05

Yeah, certainly, do you want just that one? OK.

0:32:050:32:08

Nice Cornish pasty, anyone?

0:32:080:32:11

-Zero.

-Come on, Lou.

-I can't, my voice is going.

0:32:110:32:14

Delicious fresh Cornish pasty.

0:32:140:32:17

'The pasties are soon flying off the shelves.'

0:32:170:32:19

Eight, right ho.

0:32:210:32:22

'Getting the attention of the punters...

0:32:220:32:25

Five of them and five of them.

0:32:250:32:26

Yeah?

0:32:260:32:28

'..and the organisers.'

0:32:280:32:30

We wondered if you'd be interested in attending on a Saturday,

0:32:300:32:33

-cos it's full of market traders, that sort of thing.

-Is it busier than this?

0:32:330:32:36

-It's a lot busier on a Saturday.

-What's the sort of footfall you get on a Saturday?

0:32:360:32:40

-About 2,000 people through on a Saturday.

-Honestly?

0:32:400:32:43

'Although we haven't got time to make all of our money back,

0:32:430:32:46

'the day is ending in a much more upbeat fashion.'

0:32:460:32:50

-We haven't made any money.

-No.

0:32:500:32:52

But we've been given some good advice by a lot of people, haven't we?

0:32:520:32:55

I do think there's mileage in it, if it's costed up properly,

0:32:550:33:00

obviously equipped properly, and, like, filling up the spare capacity in the winter time.

0:33:000:33:07

'I'm thrilled to see Greg finally separated from his computer,

0:33:080:33:12

'but I think if he's to earn the respect of his colleagues

0:33:120:33:16

'and help the business move forward, he must do more.'

0:33:160:33:20

What I did find quite cheering is the fact that you all pulled so well together.

0:33:200:33:25

I think to an extent you have to be seen to be getting your hands dirty.

0:33:250:33:28

I appreciate you have different roles,

0:33:280:33:30

and ultimately your responsibility is completely different in that business, from Louisa's, yeah?

0:33:300:33:35

-Yeah.

-But actually you can't just expect things to happen...

-No.

0:33:350:33:39

..without your impetus. Someone has to drive this whole thing.

0:33:390:33:43

-Yeah.

-You have to step forward and drive it forward, otherwise you're going to stay stuck.

0:33:430:33:48

Ultimately, Greg is the last arrival to this business. He's fresh blood.

0:33:500:33:55

He's the one who should be coming with all the ideas and energy,

0:33:550:33:58

not quite so beaten down by the exhausting season that they've just undergone.

0:33:580:34:02

So now it's over to him, as far as I'm concerned.

0:34:020:34:05

He has to prove his worth.

0:34:050:34:07

'Back in Padstow, Louisa is keeping herself busy once again.

0:34:120:34:16

'She's begun a complete overhaul of the Chough's old-fashioned confectionary range.'

0:34:190:34:26

I've just done a lemon drizzle and a chocolate brownie.

0:34:260:34:29

Kerry's doing hazelnut muffins. We're doing roasted banana muffins

0:34:290:34:32

and an apple and onion tart over there.

0:34:320:34:35

'And nephew Ryan is experimenting with some new speciality breads.'

0:34:380:34:44

We usually do our ciabattas square, but Marcus had round ones and they looked nice,

0:34:440:34:48

so I'm just having a go just to see if we get anything.

0:34:480:34:51

'But, despite my plea, Greg still hasn't got his hands dirty at the bakery,

0:34:520:34:57

'and what's more, even though Louisa's developed a recipe for a frozen pasty,

0:34:570:35:02

'he hasn't sent out a single sample to potential retailers.'

0:35:020:35:06

You know, why not see if we can find someone, Greg,

0:35:080:35:11

-that wants to buy a small amount...

-I've written down six potential wholesale customers.

0:35:110:35:15

I'm fed-up of being told that I've got to go out and find customers when that's what I'm doing

0:35:150:35:20

and then I'm told we're not going to...we can't, we haven't got a product to sell.

0:35:200:35:25

-A very small customer that is only looking at buying poss...

-There's two more here.

0:35:250:35:29

You said actually both of them are no good.

0:35:290:35:31

We've got a hell of a lot of other stuff that we can market.

0:35:310:35:34

I mean, there's a lot of our customers out there that we deliver to, we haven't even asked them,

0:35:340:35:39

"Would you like to sell our pasties?"

0:35:390:35:42

I mean... Do they have pasties or don't they?

0:35:420:35:45

Let's go round and have a look.

0:35:450:35:47

I like Greg.

0:35:470:35:49

He's a very personable young man and he's certainly clever.

0:35:490:35:52

But it is incredibly frustrating.

0:35:520:35:54

I've seen him talk the talk but I've never seen him walk the walk.

0:35:540:35:58

He's promised me the Earth, the moon and the stars and I've never received any of it yet,

0:35:580:36:03

and I'm afraid my patience is run very, very thin.

0:36:030:36:07

PHONE RINGS

0:36:070:36:08

Hello.

0:36:080:36:09

Hi Greg, Alex Polizzi here.

0:36:090:36:11

'Hi, Alex. How are you?'

0:36:110:36:13

I'm fine. How are you?

0:36:130:36:14

Good, yeah, yeah, very well.

0:36:140:36:16

I wanted to be told what's been happening and what you've been up to.

0:36:160:36:20

'Well, I went down to Cornwall the week before last.'

0:36:200:36:24

Unfortunately, we hadn't moved on much from when we met with you last.

0:36:240:36:28

-Right.

-'So...'

0:36:280:36:29

Well, sourcing potential customers is up to you, isn't it, darling?

0:36:290:36:33

-'So how are you with that?'

-Yeah, it is. I've got a list of five or six.

0:36:330:36:37

-Right.

-'But the rest of the family are very much,'

0:36:370:36:41

"Until we know we can mass produce this, we can't approach them."

0:36:410:36:44

'I thought that we were going...'

0:36:440:36:46

I'm sorry, I thought it was decided that you were going to try for some smaller pasty wholesalers,

0:36:460:36:51

'and I thought that was the agreement with the family.'

0:36:510:36:55

It says on your card that you're IT and sales director.

0:36:550:36:58

-Yeah.

-'And I want to see you setting up some sales appointments

0:36:580:37:02

'and making sure that you carry them out.'

0:37:020:37:05

You need the practice and the product needs the feedback.

0:37:050:37:09

Yeah. So basically, you're giving me complete authorisation to go ahead and contact these companies,

0:37:090:37:14

because what's holding me back isn't that I don't want to do it.

0:37:140:37:17

I'm being held back by others who are saying,

0:37:170:37:20

"Don't go and approach them because we haven't ticked the boxes we need to tick in terms of production."

0:37:200:37:26

Let's see if they like the product. OK, so I'm putting this firmly on your shoulders, Greg.

0:37:260:37:32

-Yeah, I understand that.

-'Yes.'

0:37:320:37:34

So it'll be you who's letting me down if it's not done. You have my full authorisation.

0:37:340:37:40

-That's fine, then.

-So I would like you to do that, and then I shall smile on you happily.

0:37:400:37:44

And it will be as if the sun came out.

0:37:440:37:47

'Don't worry, I won't let you down, Alex.'

0:37:470:37:50

'OK, thank you.'

0:37:500:37:51

-All right, thanks.

-'Bye, bye.'

0:37:510:37:53

'Bye, bye.'

0:37:530:37:55

Well, she certainly gave me a talking to, didn't she?

0:37:570:38:00

'I don't think it was fair about the frozen pasties.'

0:38:000:38:04

Not me that's not going to, you know, it's other people stopping me,

0:38:040:38:09

'but look, at the moment we've got no customers whatsoever

0:38:090:38:12

'for this frozen pasty, so what the hell are we doing it for, really?'

0:38:120:38:15

'If the bakery is to survive long term, it needs swift and radical change.

0:38:290:38:35

'But progress is glacial.

0:38:350:38:36

'Two months in and they're facing the sad situation of having to let staff go.'

0:38:360:38:42

We've laid people off.

0:38:420:38:43

I sincerely hope that this is the last year

0:38:430:38:47

that I will have to lay off good, loyal members of staff.

0:38:470:38:51

'To make matters worse, Elaine is put out of action by a bad back, stalling progress further.

0:38:540:38:59

'My mobile pasty idea seems to have disappeared into the ether.

0:39:000:39:06

'As for Greg getting hands-on with products, well, it's a familiar story.'

0:39:060:39:10

I think Greg's in the office.

0:39:100:39:13

I thought he was coming in the bakery today,

0:39:130:39:15

so I'm not too sure what's going on, if I'm honest.

0:39:150:39:19

'Improving their wholesale business will need a salesman with passion and knowledge,

0:39:200:39:25

'and I'm beginning to think Greg just ain't it.

0:39:250:39:29

'I've asked Louisa and Ryan to test his understanding of the new bread range.'

0:39:290:39:34

-So, the new bread.

-Well, some of it, not all of it.

0:39:340:39:39

-Yeah.

-So...

0:39:390:39:41

Ryan sent me an email and had a chat about it on the phone, so I should know most of it.

0:39:410:39:45

I mean, obviously, those are our two standard sliced granary and white.

0:39:450:39:49

Are these new burger baps, sourdough ones, Ry?

0:39:490:39:51

-They're plain baps.

-Normal, plain baps.

-Yeah.

-But they're smaller than our standard ones.

0:39:510:39:56

-Little bit smaller, yeah.

-Yeah, a little bit smaller and rounder.

0:39:560:39:59

-What are these ones, then? Tea cakes?

-No.

0:39:590:40:01

What are they? I genuinely don't know what these are.

0:40:010:40:04

-Brioche.

-Brioche.

0:40:040:40:05

These are the Brioche, are they? My god.

0:40:050:40:08

So are they sweet?

0:40:080:40:10

-I thought he might be better than that at what things were.

-'It is a bit frustrating.'

0:40:100:40:14

I mean, I thought he did know a bit more than he did.

0:40:140:40:16

I was hoping he knew more than he did, so it is frustrating.

0:40:160:40:20

The boys are putting so much into these products, and we want to get them sold.

0:40:200:40:25

What's the point in putting all this effort into the stuff and it not being sold properly?

0:40:250:40:30

I think that's one of the areas Greg needs to sort of focus on, his selling and relating

0:40:300:40:35

and getting a bit more excited about some bread, you know. We are!

0:40:350:40:39

It's lovely, you know, it's fabulous.

0:40:390:40:41

'I don't think it really properly tested my product knowledge

0:40:410:40:44

'because we were looking at products that are still in development.'

0:40:440:40:47

You've got to remember Ryan only started development last week.

0:40:470:40:51

He was at Marcus's the previous week learning about them. I'd never seen them.

0:40:510:40:55

These are our ciabatta as well. Fully baked loaf.

0:40:550:40:59

Neh-eh. Start again.

0:40:590:41:00

'I'd wanted to relaunch this business in a few weeks' time, but it's still in a complete mess.

0:41:030:41:09

'So I'm heading back to Padstow to bring things to a head.'

0:41:090:41:13

Greg has been talking for months, since my first visit,

0:41:130:41:16

about coming and spending time down here and really learning about the products in depth

0:41:160:41:20

so that he can be a decent salesman.

0:41:200:41:23

All things being fair, we could have achieved great things here

0:41:230:41:28

but I do feel that I am constantly put off with excuses, and it's very annoying.

0:41:280:41:33

'Greg's inaction may be making my blood boil, but the problem's bigger than that.

0:41:330:41:38

'The uncertainty around the future and whether Elaine will hand over the reins

0:41:380:41:43

'means they're all scared stiff to make a decision for themselves.'

0:41:430:41:47

I truly believed, after my first visit here,

0:41:470:41:49

that this was somewhere I was going to be able to make a huge difference.

0:41:490:41:53

I was going to be able to dramatically change their fortunes.

0:41:530:41:57

And I feel like I've been stymied by the family's procrastination.

0:41:570:42:02

'I've called the family to an emergency meeting

0:42:030:42:06

'because I fear unless they tackle this problem, the business is going nowhere.'

0:42:060:42:11

I wanted to see enormous change here in my time with you, and I feel like I haven't managed it.

0:42:120:42:17

I feel like I've failed, and I don't think that's from any lack of my trying.

0:42:170:42:22

I really don't, because I have kept on saying what you need to do.

0:42:220:42:25

I think the whole succession of the place

0:42:250:42:28

needs to be discussed and who ultimately is in charge when you're not around.

0:42:280:42:33

And, you know, I'll give you my opinion, for what it's worth.

0:42:330:42:36

And I'm very happy to be shouted down.

0:42:360:42:39

Greg isn't here the whole time. You do an essential role,

0:42:390:42:42

but you're just not, and someone needs to be on the ground.

0:42:420:42:45

Ryan, I don't know if you agree with me, but I see you as a more...

0:42:450:42:49

someone who's very happy to work very hard, but more in the background.

0:42:490:42:53

You don't particularly want to lead the business forward, and so I think that leaves Lou.

0:42:530:42:57

There has to be someone with whom the ultimate authority rests.

0:42:570:43:01

And what I've seen is that the person who...when...

0:43:010:43:04

when I needed stuff done has always sprung to the doing, is Lou.

0:43:040:43:08

It's nice to have someone who doesn't procrastinate and gets on with stuff.

0:43:080:43:11

You should be very dynamic and mobile. That's the great thing about being a small family business,

0:43:110:43:17

that you can react and do stuff and make changes instantaneously.

0:43:170:43:22

And that's something that historically it seems to me you've been very bad at doing.

0:43:220:43:26

Part of this has been hampered by the fact that I've not been operational for six weeks.

0:43:260:43:31

-OK.

-But maybe the fact that you're not well,

0:43:310:43:34

someone else does need to be in charge to make the decisions all the time.

0:43:340:43:38

When you're not well, we need someone to do that.

0:43:380:43:41

You're not available to do it all the time, you know, so it is...

0:43:410:43:44

The trouble is, if we make a decision in your absence, if you don't like that decision,

0:43:440:43:49

"Well, I wouldn't have done it like that, so we're not doing it anymore."

0:43:490:43:52

It's not discussed beforehand. That's the problem.

0:43:520:43:55

You know, like, things are altered and there's no discussion that goes on about it.

0:43:550:43:59

Um, you know, and I think more of this has got to happen.

0:43:590:44:03

There's a lot of discussing that goes on, but the discussing never seems to really lead anywhere.

0:44:030:44:09

-Absolutely.

-I can't imagine how you feel about it because I feel sick.

0:44:090:44:13

-Yeah, I do.

-And I beg you, Elaine, to think about how you're going to work this hierarchy.

0:44:130:44:18

-Ultimately, you have to decide who's going to be in charge, OK?

-Yeah.

0:44:180:44:23

'What more could I do?

0:44:230:44:24

'I'm sure that some of that was very hard for them to hear,'

0:44:240:44:27

particularly Elaine,

0:44:270:44:29

but I honestly don't think that I would have done my job if I'd avoided saying it.

0:44:290:44:36

Let the cards fall as they will.

0:44:360:44:38

It doesn't work and there does need to be one person in charge.

0:44:400:44:43

Who that person is, I don't know, but actually, it can't be me.

0:44:430:44:47

She's right. It can't be me because I live in Wales.

0:44:470:44:49

So, yeah, I agree with her. I'm stepping out of it.

0:44:490:44:53

To be honest, I'd rather work, so...

0:44:530:44:55

So it looks like we've made a decision, doesn't it?

0:44:550:44:57

No, I'm sorry, this sounds like a case of default.

0:44:570:45:00

At the moment, Lou's got a lot of skills to learn before she can step into my shoes.

0:45:000:45:06

-You've got to give her the chance.

-I've got to give her the chance.

0:45:060:45:09

But there's a lot of skills that she's got to learn.

0:45:090:45:12

And the first one, she's got to show me a bit more respect.

0:45:120:45:15

And she's also got to learn from me.

0:45:150:45:17

If she's got an idea, we've got to sit and talk about it. We haven't got to argue.

0:45:170:45:21

One of us hasn't got to stomp off, or the other one stomp off.

0:45:210:45:25

All the toys out the pram.

0:45:250:45:27

If there's an idea, we talk about it. We move forward together.

0:45:270:45:30

We do talk about it.

0:45:300:45:32

Well, the trouble is, I mean, we talk about it, but a lot of the time you still won't listen.

0:45:320:45:36

You know, you've got to let go, Mum,

0:45:360:45:39

and I know you've got a lot of problems and issues,

0:45:390:45:42

but sometimes you just got to let people do it on their own, and if they screw up, they screw up.

0:45:420:45:47

But you've got to try and let it happen.

0:45:470:45:49

There's been a four-year plan for about ten years.

0:45:490:45:52

So until... The thing is, if you carry on hovering around, no-one's going to take that responsibility.

0:45:520:45:58

So you can guarantee me now...

0:45:580:46:01

All of you, £50,000 now,

0:46:010:46:02

I'll walk away and you'll never see me again. OK?

0:46:020:46:05

-Well, that's not what we're saying.

-No, no, no, no.

0:46:050:46:08

-That's not what we're saying.

-We can do it without you.

0:46:080:46:11

No, we're not even saying that at all.

0:46:110:46:12

No, no, this is... This conversation's gone too far anyway.

0:46:120:46:16

I think over and out, please. Thank you very much, gentlemen.

0:46:160:46:19

-You know, I'm sorry.

-I'm not going to go on with this any more. It's...

0:46:190:46:23

And there we go.

0:46:250:46:26

Yeah, it's quite difficult.

0:46:440:46:45

I mean, Mum, you know... The Chough is so much about who she is.

0:46:450:46:50

It's, you know, it's sort of like part of her, you know, like...it's like her child.

0:46:500:46:54

-Yeah.

-You know, and I just think she is finding it very, very difficult to let go,

0:46:540:46:58

and in some ways, I don't know whether she can.

0:46:580:47:01

The flaw in Elaine, I think she's a genius, what she does,

0:47:010:47:04

but the flaw in her is that she won't let go.

0:47:040:47:06

You'll have to drag her out kicking and screaming, and thereby lies the problem.

0:47:060:47:10

I'm not ready for her to step away you know, but, you know, I think, you know,

0:47:100:47:14

we've got to sort of push towards the future as well and towards her,

0:47:140:47:18

you know, being able to step away, having the confidence in us...

0:47:180:47:21

-Yeah.

-..to run this place for her, and for her to be able to sit back and take the money.

0:47:210:47:26

So she has to relax the reins a bit, and you guys have to push a little harder.

0:47:260:47:30

I mean, I think there's a combination of the two. Yeah?

0:47:300:47:33

Yeah, yeah, I think so. I think that's about right.

0:47:330:47:36

When someone's cornered, they tend to lash out and they tend to not think the thing through.

0:47:360:47:41

If she doesn't, and Louisa turns her back on it and walks away, that's the business gone, for my...

0:47:410:47:47

It's all been for nothing, then.

0:47:470:47:49

It is a very precious thing, a business that you create.

0:47:550:47:59

You nurture it, but there is a time when you've got to realise you've got to let it go.

0:47:590:48:03

Um, and I don't think I'm...

0:48:030:48:06

I'm not here for the sake of being here, you know.

0:48:060:48:09

I've got a life to live, I've got loads of things that I want to do.

0:48:090:48:13

'I really feel as though we've just got to...got to hang on here a little bit more...longer.'

0:48:130:48:19

'Facing up to issues like this is one of the nightmares of family businesses.

0:48:240:48:29

'But getting things out in the open can only have a positive effect.

0:48:290:48:34

'As the dust settles, it seems it may just have done the trick.

0:48:450:48:49

'Ryan continues to radically improve his breads,

0:48:490:48:51

'and in a very welcome turn of events,

0:48:510:48:54

'Greg has accepted his limitations

0:48:540:48:57

'and called on the help of Ryan's wife Erica to bolster the sales drive.'

0:48:570:49:02

'Obviously, through Ryan, I know what's in the products and how they're made.

0:49:020:49:06

'Just made more sense.'

0:49:060:49:08

Sounds like you two have very interesting pillow talk.

0:49:080:49:11

-I know, it's really sad.

-There's 10% rye in this one.

0:49:110:49:14

All right, well, I'll see you at one o'clock on Monday with all the samples.

0:49:140:49:18

OK, cheers, bye.

0:49:180:49:20

Darling, brilliant.

0:49:200:49:22

God, how... I'm so pleased.

0:49:220:49:26

-Well done, thanks.

-OK, thanks.

-Yeah!

0:49:260:49:30

'Finally, movement.'

0:49:300:49:32

One phone call and Erica has got an appointment

0:49:320:49:36

to show off Ryan's new bread to the head chef of the biggest hotel in Padstow.

0:49:360:49:42

Et voila. It's that simple.

0:49:420:49:44

'It's not just sales where Greg has sought to make a change.

0:49:460:49:50

'He's also come out in support of his sister leading the Chough into the future.'

0:49:520:49:56

Problem is, Greg, if she doesn't trust me by now, she's never going to trust me.

0:49:560:50:01

I think she's always had more sort of respect for what you've ever done than me and that's always...

0:50:010:50:07

how it's always been.

0:50:070:50:08

She doesn't trust you, I don't think, in honesty,

0:50:080:50:11

to run it, which I think it crazy, cos what I've seen

0:50:110:50:15

is that you're more than capable of doing it.

0:50:150:50:18

-Cheers. Here's to a much better working relationship.

-Working relationship.

0:50:180:50:22

'The overall more proactive attitude is heartening.

0:50:220:50:26

'It's not just brother and sister that have turned over a new leaf.

0:50:290:50:33

'The shop is being entirely refitted.

0:50:330:50:36

'And what's more, Greg has finally followed up on the frozen pasty project

0:50:380:50:43

'and sent a sample to a major retailer.'

0:50:430:50:46

Inside here, ladies and gentlemen...

0:50:460:50:49

'The feedback is very encouraging.'

0:50:490:50:52

Here's our first batch.

0:50:520:50:53

That is our new frozen product, and that, I believe, is the future of the Chough Bakery.

0:50:580:51:02

'And the future also holds better off-season profits.'

0:51:070:51:10

We've got here steak at 2.50.

0:51:100:51:12

'With their new breads and pasties,

0:51:120:51:15

'the family can clean up at Christmas fairs by going mobile.'

0:51:150:51:19

Lovely, that's £5. Much obliged, sir. I'll just get you some change.

0:51:190:51:22

What we need to do, I think, is get a series of these, like this,

0:51:240:51:27

and then we must put them in a calendar of events,

0:51:270:51:30

so every year we know when that time of the year comes, we're going to do these markets.

0:51:300:51:34

And of course, a great deal of markets that take place in Cornwall, the ones we want to do,

0:51:360:51:41

'are in the winter when we are having problems, you know, with our cash flow and turnover.'

0:51:410:51:45

Would you like to come and try some of our bread? Elaine's famous baps.

0:51:480:51:53

You want to hear the buzz down in the shop and up at the bakery, you know.

0:51:530:51:58

Hi there, would you like to try some of this?

0:51:580:52:01

We have to reinvent ourselves. You can't stay still.

0:52:010:52:04

-Thank you very much. That's £5.

-Thanks very much. Don't forget your bread.

0:52:040:52:08

'It's my last visit to Padstow. I'm here for the bakery's relaunch event.

0:52:110:52:16

'The town's first ever Cornish pasty day.

0:52:160:52:19

'And I'm here to see the new-look shop for myself.

0:52:200:52:24

'First impressions, I'm thrilled.

0:52:250:52:27

'The once dreary and messy shop front has been completely transformed.

0:52:300:52:35

'It's stylish, harmonious and feels much more like an independent family business.

0:52:350:52:40

'And instead of hiding their products away,

0:52:410:52:43

'they're now proudly showing them off to the punters of Padstow.

0:52:430:52:48

'Inside, the scruffy signs are a thing of the past.

0:52:510:52:54

'There's a much more unified theme

0:52:540:52:57

'that compliments a selection of far more tempting treats.'

0:52:570:53:01

Hi, Alex, how's it going?

0:53:010:53:02

It's looking great outside. Are you pleased with it?

0:53:020:53:05

It's looking really, really smart.

0:53:050:53:07

-It really stands out now.

-Yeah.

0:53:070:53:09

And it just looks very professional and very slick.

0:53:090:53:13

And I think that, you know, now our confectionary range is just so much better.

0:53:130:53:18

Oh, good, darling.

0:53:180:53:19

Um, you know, she really is... she is a creative chef,

0:53:190:53:22

and at last she's out of that pasty kitchen.

0:53:220:53:25

-Oh, it's nice, it's a compliment.

-You know, it's really coming on.

0:53:250:53:28

That's nice. I'm really pleased. Well, I think that this looks...

0:53:280:53:32

I mean, there's a big change from when I first walked in here.

0:53:320:53:36

I know that there's a long way to go, but I feel very positive

0:53:360:53:39

and I just hope that today works as well as it could do.

0:53:390:53:43

This is Padstow. Never rains on my parade.

0:53:430:53:45

'The sun may be setting on my time with the family,

0:53:470:53:49

'but the townsfolk have come out in droves to support this local business.

0:53:490:53:54

'And their Cornish pasty day.

0:53:540:53:57

'The family have come up trumps,

0:53:570:53:59

'laying on Cornish dancing, fancy dress

0:53:590:54:03

'and a world exclusive.'

0:54:030:54:06

Welcome to Cornwall's first proper pasty crimping competition.

0:54:060:54:11

On your marks, get set, go.

0:54:110:54:13

Come on, Lou!

0:54:130:54:15

'The local community, current customers, potential new ones

0:54:170:54:21

'and the press have turned out in force to support the Chough Bakery.'

0:54:210:54:26

Ladies and gentlemen, the Fisherman's Friends.

0:54:260:54:29

'Even the town's most famous foodie, Rick Stein, who also sells pasties,

0:54:340:54:38

'has turned up, clearly checking out the competition.'

0:54:380:54:42

-These are...

-They're good.

0:54:420:54:44

Very good, very good. I'm a bit worried about them, actually.

0:54:440:54:47

Ha ha! You are nice. Thanks. It's good that the pasty has now become a protected product as well.

0:54:470:54:52

I think it is. It's about time, really.

0:54:520:54:55

I think we've been all too slow in this country to sort of claim what's ours.

0:54:550:55:00

-I think I'm really very...

-So am I.

0:55:000:55:02

Pride and satisfaction that finally something like this

0:55:020:55:05

has been recognised as unique to a particular part of the country.

0:55:050:55:08

Now that you've got to make the pasties in Cornwall, the economics suddenly change, don't they?

0:55:080:55:13

-Exactly. That's why it's so important.

-Yeah, yeah.

0:55:130:55:17

Well, good luck to them, cos they work hard, they really do, actually.

0:55:170:55:23

'I hope that the family can boost their profits by selling their pasties all over the country.

0:55:230:55:27

'But now it's time for me to bow out gracefully.'

0:55:270:55:30

Thanks very much.

0:55:300:55:32

You know you can always call Marcus for any advice.

0:55:320:55:34

-Yeah, yeah. I will, don't worry.

-All right, good.

-He's on quick dial.

0:55:340:55:38

-Bye.

-Bye. See you later.

0:55:380:55:39

Thank you, darling, you've been a star.

0:55:390:55:42

It's been absolutely superb to have met you.

0:55:420:55:44

I think a good healthy debate is good,

0:55:440:55:48

-as long as you actually solve something at the end of it.

-Yes.

0:55:480:55:51

-Thanks for coming down, you're a little star.

-Thank you, thanks.

0:55:510:55:55

-I don't need to wish you luck, darling.

-No.

0:56:000:56:03

Cos I think that, you know, ultimately one creates one's own luck.

0:56:030:56:08

And you've done it so far.

0:56:080:56:09

-I wish the kids luck because I think they will need to pick...

-Yes.

0:56:090:56:12

-They need to step up a gear.

-Yes, definitely.

-And, you know...

0:56:120:56:15

I think they're on the way, though. I definitely have seen...

0:56:150:56:19

-I did.

-..a huge change in them.

-Good.

0:56:190:56:21

-All I can say is thank you, Alex.

-So we're parting friends.

0:56:210:56:24

Thank you. Absolutely.

0:56:240:56:25

-Good.

-Absolutely.

0:56:250:56:26

-I'm glad. It's been a pleasure.

-It's been a pleasure for us.

0:56:260:56:29

What can I say?

0:56:310:56:32

This has not been the easiest job I've ever done.

0:56:320:56:35

They're quite a difficult family and it was quite a big challenge.

0:56:350:56:39

However, I do feel that they've set off well down the path I laid down for them.

0:56:390:56:44

They've definitely got a lot of potential.

0:56:440:56:46

The future's in their hands.

0:56:460:56:48

# Hooray and up she rises Hooray and up she rises Early in the morning. #

0:56:480:56:57

APPLAUSE

0:56:570:57:01

'Two months on and the shop and their products look great.'

0:57:060:57:10

I think it's amazing that Alex has shown us

0:57:100:57:13

what we can achieve in such a small amount of time.

0:57:130:57:15

We've improved our products no end.

0:57:150:57:18

'They're actually becoming artisans. They're getting pride in what they're producing.'

0:57:180:57:23

I think it was the sort of, I don't know, it's the kick up the butt that we needed, maybe.

0:57:230:57:28

'So the shop's in shape,

0:57:280:57:30

'but is Elaine going to retire and hand over power?'

0:57:300:57:33

-Hey, that's not bad.

-It's looking nice, innit?

-Almost symmetry.

-Almost.

-Almost, yeah.

0:57:330:57:38

It's never going to be an easy situation between Louisa and myself.

0:57:380:57:42

At the end of the day, we are actually singing from the same hymn sheet,

0:57:420:57:45

but different verses.

0:57:450:57:47

Both of us have got to learn to respect each other.

0:57:470:57:50

'She's got a lot more confidence in me, Ryan and Greg.'

0:57:500:57:53

'I've got faith now. It's going to be all right.'

0:57:530:57:57

I can see a light at the end of the tunnel.

0:57:570:58:01

Subtitles by Red Bee Media Ltd

0:58:200:58:23

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