Kettley's Alex Polizzi - The Fixer


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Family businesses make up a quarter of the British economy and employ nearly ten million people.

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But 1,000 small firms are going bust every single month.

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-Sorry.

-This business is on a knife edge.

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At some point, we're going 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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but relationships on the line.

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50 thousand pounds 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.

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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 six 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, 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, the battle lines are drawn...

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Downstairs looks like an old people's home.

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Them three are against me.

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..as a father and son go head-to-head...

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We're different, and what's wrong with being different?

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I'd rather see that cabinet bare than a load of shite in it.

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..in a fight for the future of the firm.

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-Open your eyes.

-He doesn't want to change.

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-Who is going to take this overall responsibility?

-I could quite happily not come in tomorrow.

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I'm heading to a struggling family run furniture store near Leeds.

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The furniture business is going through a dramatic decline.

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This has been a terrible year so far.

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Not only are lots of businesses downsizing,

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but quite a few have gone out of business entirely.

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In the last 12 months, there's been a 20% increase in furniture businesses going bust.

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Even household name Habitat closed 30 stores across the country.

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I would certainly say that people think in a recession

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much more carefully about spending money on big ticket items.

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And maybe this has something to do with the terrible downturn in this particular industry.

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In the current climate, furniture stores need to be flexible,

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fashionable and ready to move with the times.

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-PHONE RINGS

-Good afternoon, Kettley's.

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When you're laid back like that, you'll have to have him as your manservant.

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Pardon?

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Kettley's is... was a traditional shop.

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It still is a traditional shop.

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-Madrid?

-No, it was nutmeg.

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-Madrid nutmeg, yeah.

-That's right, yes. Yeah.

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Customers are probably 50-plus looking for traditional furniture,

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old-style traditional furniture, from an old-style traditional furnishers like ourselves.

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John Butler is the king of Kettley's.

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So what you do here is you sit in the recliner,

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and then, of course, there's the lever on the side here,

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pull the lever and the footrest comes out. Fantastic. Good for circulation.

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But John's kingdom is in trouble.

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Profits have been falling year on year, and last year they nosedived.

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We're not falling over ourself with the customers. It's hard to get them in at the moment.

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But John refuses to modernise.

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It's pretty good for a furniture shop, is this, isn't it?

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If you didn't have any ornaments displayed on any of your furniture, it would look bland.

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And it's causing ructions with the younger partners,

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John's nephew, Andrew, his niece, Nicola...

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I don't think a lot of people would want to work with a family.

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I can't say we don't fall out because we do fall out.

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..and his son David, who hoped to take this business into the future.

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OK, Mrs Robertshaw.

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We do need to communicate better, yeah.

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There's too much talk and not enough action.

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It is a family business,

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but I personally... I don't think it works.

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From 2009 onwards, it just got quieter and quieter and quieter.

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The last three years have been down every year.

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Traditional businesses like ours are going to the wall, so we need to move with the times,

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and I think we aren't moving with the times as much as we could.

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I've got ten weeks to try to turn the tables

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and secure this family business for the next generation.

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So there'll be no time for pleasantries.

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Because me dad's been here the longest, he's the one who's going to be probably most offended

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if she's anything negative to say.

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I hope she isn't too harsh on us, because obviously I don't want her ripping the place apart.

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I don't think that it's all that bad, personally.

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Mmm. I can't say I'm overwhelmed as a first impression.

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There's a lot of window and a lot of furniture, but no window display,

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and there is a very strange collection of "objets" in the window that don't really go together.

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And there is some pretty unattractive signage.

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-Hello.

-Hello.

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-I'm Alex.

-Pleased to meet you. My name's John.

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How are you?

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Very nice to meet you.

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-Had a good journey?

-Yes, thank you very much.

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-Pleased to meet you.

-Very glad to be here.

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How glad I'll stay depends literally on what's in store.

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Right, well, to action.

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Gosh.

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Well, John Lewis this ain't.

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It does surprise me already that there's no attempt at all to kind of up-sell.

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So there's not one bed that's made up,

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there's nothing that suggests a bedroom set,

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ie, beds with tables either side, with bedside lights...

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um, with really anything to make this area appealing.

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I mean, this is like a warehouse.

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Online shopping may be big,

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but most of us prefer to buy furniture in a shop,

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so first impressions matter.

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Oh, my goodness, gracious me.

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The overwhelming impression is just acres of beige.

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It just keeps on getting uglier.

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Honestly, you don't see many shops like this any more.

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It's a kind of museum piece.

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We're going to have to make this stock appealing,

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and getting rid of the stuff that's sat on it is a good place to start.

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I don't know quite what to say about that except I never want it in my house.

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Why is Betty Boop on that table next to lots of silk flowers?

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Every woman needs a meerkat.

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Ah, it's making me very nervous.

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On top and bottom of it, when you get ornaments on a cabinet

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and you get it displayed, it looks more homely, doesn't it?

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This shop looks as if it was put together by someone who has lost their mind.

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Everybody's tastes aren't the same, are they?

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All this tat is just distracting the eye from what the customer should be focused on,

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the big ticket purchases that account for over 90% of their turnover.

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Kettley's is stuck in a time warp.

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-..some of these...

-Hello.

-Hello.

-Hiya.

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-Oh, my gosh. This is it, is it? This is the only office you have?

-The only office, yeah.

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Apart from the rest of the shop, of course.

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-Yes, of which there's a lot.

-There is.

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You've got an awful lot of ranges here, an awful lot of stock.

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You know, it all merges in. It's all a bit beige.

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It's all a bit boring, frankly.

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I would struggle to find one thing that I wanted to buy in here, and I don't say that to be hurtful.

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I just say that as a matter of fact.

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Downstairs looks like an old people's home.

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Maybe we should try and aim at a slightly younger demographic.

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Widen your customer base.

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I think we've got a specialist market for the chairs.

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What, a younger generation, you mean?

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Well, don't look so horrified.

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I agree that, er, a lot of people come into the shop

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not realising that we've got a lot more, you know, suites on display.

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They just think it's old-fashioned chairs.

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I've analysed the demographics of this area,

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and there's a lot more people under 50 than there are over 50.

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-The shop does...

-We do get younger people in here.

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-They walk back out straight away.

-No, they don't.

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-They do. I've been told by people...

-People with back problems and things like this come here.

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I don't understand what's so inimical to you

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that you can't handle the idea that you might have some stuff in here

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that might be more attractive to a 30-year-old.

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And whether actually the only person that you're looking to service is people who are 50 and over.

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Why would you not want customers come in here of any age and find something that they want to buy?

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You know, open your eyes.

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This is what's happening to the world,

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that you have to do a lot more different things to keep on trying to even maintain your market share.

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Buying furniture is often driven by moving house or redecorating,

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which is why the under-50s account for the bigger slice of the market.

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By being so focused on pensioners,

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I think this place is missing a massive trick,

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but after 33 years in charge, I'm not convinced John wants to change.

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I can't see my dad ever retiring.

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If I take a step down, who is going to take this overall responsibility?

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Cos me dad's been here that long, he's probably a bit too set in his ways.

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He doesn't want to change.

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To stand any chance of turning this business around,

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I'll need to persuade John to take a step back and trust the younger team, particularly his son.

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Do you find it hard working for the family, working for your dad? Do you butt heads?

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I do find it hard sometimes.

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I asked my dad if he wanted me working here, and he never give me an answer, yes or no.

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-It's hard working with your family.

-Yeah, I've done it all my life, I know.

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I worked with my mother for years.

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I know first hand that earning the respect of your parent at work is tough.

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Fathers and sons do fall out. They do have their spats, probably a lot more than me and Nicola.

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We don't argue at all. But yeah, they do have their spats.

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There's some days I'll come into work and me and me dad won't talk to each other at all.

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We're not close, you know.

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We're not like this kissy-kissy, huggy-huggy type of thing,

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but our family has never really been like that, no.

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We shake hands, things like that.

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If he really wants David to stay in the business and if he wants it to stay another generation,

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then he's going to have to give David a little bit of rope.

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It is the most hurtful thing in the world

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when your parent is what you perceive to be unfair to you.

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It's bad enough in normal life.

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When that's in your workplace, it's virtually unbearable.

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You know, my mother is the person I look up to most in the world,

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but I have fantasised about killing her more than I ever have anyone else.

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Sometimes I've felt like walking out of the shop.

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It's hard, it's hard, it really is.

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So that's that lady, then. It's up on the board, is that delivery, for Thursday.

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David needs to know his father has faith in him,

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but I'm not convinced that he does.

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-Do you like him working for you?

-Yeah, I hope I do, yeah.

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-What do you mean, you hope you do?

-Well, he's been here long enough!

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That's not saying one thing or t'other. "I hope I do."

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Yeah, obviously there's them little moments in time when you think, cor, I could do without this.

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-Yeah, yeah.

-But overall, yeah.

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This is no laughing matter, however.

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A divided and demoralised team will never be able to take the firm forward.

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I'm going to have to bring this issue to a head.

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What it seems clear to me, after a day spent with you,

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is that there's some basic areas where there could be improvements.

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The most obvious one, and one that I see a lot in family businesses, is the area of communication.

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Working as a family, and family tensions...

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I know there are occasions when it comes to the surface.

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Do you have anything to say about it? Do you need to clear the air about anything?

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Why are you so quiet?

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-Probably cos me dad doesn't want me to speak.

-I'll go if you want.

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Why? What are you talking about?

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You know, when you ask your own father if he want... if he wants you to work with him

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and you don't get an answer yes, it's quite upsetting.

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You know, I asked you, didn't I, on Thursday if you wanted me to work at the shop and you never said yes.

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-So from a son's point of view...

-I did say yeah!

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-No, you said, that's totally up to you.

-I wouldn't force you to come into the shop.

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It's entirely your decision.

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But that's not the answer I wanted to hear.

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The answer is you do whatever's the best for you.

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If you're feel that I'm too overbearing in that shop

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and you can make your headway somewhere else in life, then that's totally up to you.

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I just want to go home now, to be honest with you.

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-Well, don't start phoning me up when I get home, neither.

-I'm not going to phone you.

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That was pretty tense, and I didn't really want to push it.

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I think family dynamics are always quite hard and I should tread on eggshells.

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I think what's important is trying to get them to talk to each other.

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I think David's really being a little bit oversensitive at the moment,

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so I shall have to have a word with him quietly on my own and see if I can resolve anything.

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Everything she said, Alex, you know, is pretty true.

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But, er, I don't think it'll make much difference, really.

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If I were to be totally truthful, I could quite happily not come in tomorrow.

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-Morning.

-Morning.

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We've not made the most positive start.

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And last night's painful exchange between father and son is still hanging in the air.

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But we can't afford to get side-tracked.

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There are so many other problems that need attention.

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Starting with the shop layout.

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I thought I would just pop into the supermarket,

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get a few odds and sods to show them how easy it is

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to stop that showroom looking like a warehouse, to dress a few areas.

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Room sets are standard in the furniture industry.

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Every branch of IKEA has 48 of these room displays,

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helping towards sales of over a billion a year.

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I thought we would start the day by trying to do a room set.

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-Right.

-What do you think?

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Yeah, very good. I know how it can set out in that room,

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and I've said before it should be a room setting in there.

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You can visualise it then as your living room, can't you?

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Crucially, a room set should promote the furniture you're trying to sell...

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..using soft furnishings sparingly to create an aspirational look.

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I've wanted to do it before,

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but it's motivating them all to do what you want them to do.

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It's all right moving it all out here,

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but we've got to find places for it.

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Nicola and David are happily getting stuck into the room revolution.

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Not everyone is so enthusiastic.

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Oh, get all the young 'uns involved.

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I'll sit in the office taking the phone calls.

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Right, so that's about right there, isn't it?

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-Fantastic!

-Yeah.

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Oh, God, here we go.

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Really, it was Nicola's choice of things to go in.

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I think it looks nice.

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I like the way it's set out, you know.

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What do you think to these pillows all over the settees?

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I mean, these specifically in recliners.

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-That really doesn't work, does it, really?

-Doesn't it?

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Well, if you're going to sit in that now,

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-you want to try it as a recliner, don't you?

-That's easy.

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-I'm thinking about the practical side of it, trying it.

-Yeah.

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You have to take that cushion out of there.

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-Can I try this chair now?

-Yes, certainly, sir. Please sit down.

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So that's got to be moved, for a start.

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So I'm going to go like this... oops-a-daisy, I've broke me legs.

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You've got two chairs that are exactly the same.

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You don't probably need to try this one.

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Let's move this a bit further bloody away.

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It's not the end of the world. Is it?

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We're looking at it now and pointing at this,

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and people will say "Yeah, it looks lovely."

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But go look at the rest of the shop now.

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That is higgledy-piggledy now.

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-It's a wreck.

-I think we should try a bedroom display

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in one of the windows.

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-There isn't enough room.

-If you put a metal bedstead

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where you didn't have to back it onto anything,

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you could get a metal bedstead in.

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You're on about putting it onto a wall. I'm on about putting it in the middle.

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Well, you do it.

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I think at the end of the day, you'll end up...you won't gain sales.

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I think you'll lose sales, ultimately.

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Well, we have to try these things, don't we?

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John's resistance to even such minimal change is very alarming.

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I mean, look at this, piled in the window.

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We'll do the bed next in this window here.

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It seems to me

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that John is being purposefully obstructionist.

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He doesn't really want to have a reasonable discussion.

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He just has his point of view,

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and in fact, I do kind of feel

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that if I suddenly said black, he would say white.

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He's used to getting his own way. And I'm used to getting mine, so we'll see.

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It'll be interesting to see what happens.

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I only work here. I've been told to organise all this stuff for Alex.

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-Oh, you must be Alex.

-Hello!

-Pleased to meet you. My name's John.

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-So nice to meet you, sir.

-I thought I owned this place, but apparently not.

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Convincing John may take more time,

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but how Kettley's presents itself to the wider world needs sorting out now.

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One problem they have is in marketing and advertising.

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If I was being polite, I would say that the ads are dated.

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If I was being honest, I'd just say they're awful.

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I'm whisking John off to London in order to get him

0:19:120:19:16

to take a long, hard look at his advertising.

0:19:160:19:18

Nice to see you. Thank you for coming up here.

0:19:180:19:21

Hi, Alex. Thanks for having us.

0:19:210:19:23

I want to explain to you what the point is,

0:19:230:19:26

-which is advertising and marketing.

-Right.

0:19:260:19:29

I think it's something one needs professional help with.

0:19:290:19:32

-We need to make sure that it's really effective.

-Yeah.

0:19:320:19:36

And that it's really hitting the points that we need to hit.

0:19:360:19:40

'I've arranged for them to get a masterclass

0:19:400:19:43

'from these award-winning ad men,

0:19:430:19:45

'who've worked with Coca-Cola and Sony Ericsson.'

0:19:450:19:49

Ultimately, the main goal is to get more people through their doors,

0:19:510:19:55

-cos actually they're incredibly good sales people.

-Yeah.

0:19:550:19:58

And, you know, they've got a very hit rate of conversion

0:19:580:20:02

from just visiting to buying,

0:20:020:20:04

but I need to make sure

0:20:040:20:06

-the marketing they do is very effective so that it actually gets more people there.

-Yeah.

-Yeah?

0:20:060:20:12

Shall we have a look at the ads, the existing stuff? They're very busy.

0:20:120:20:15

Let's start with the headline, shall we?

0:20:150:20:18

-OK. It's a strong headline, but it's quite negative.

-Negative.

0:20:180:20:21

-It means, "Are you sitting comfortably? No? Come to us."

-But it's negative from the off.

0:20:210:20:26

It's almost like "No, don't come here!"

0:20:260:20:28

-But then it says, "Then visit Kettley's."

-Absolutely, but if you look at the size of this,

0:20:280:20:33

it's pretty much the biggest word in the whole ad.

0:20:330:20:36

-That's a very good point. Negative.

-And the red spells danger.

0:20:360:20:39

If we look at the messaging, though, it's very mixed at the moment.

0:20:390:20:43

It's cluttered.

0:20:430:20:46

It just needs to be streamlined.

0:20:460:20:48

'Low footfall is a big problem for the shop.

0:20:480:20:51

'I hope we can reinvent their marketing

0:20:510:20:53

'and draw in a younger crowd

0:20:530:20:55

'without alienating their current clientele.'

0:20:550:21:00

Each one of these balls has a message on it,

0:21:000:21:04

-but you only caught two messages.

-Yeah.

0:21:040:21:06

That's just what the people who are reading the adverts

0:21:060:21:10

are experiencing. You're hitting them with so many messages

0:21:100:21:13

that they only catch one.

0:21:130:21:15

It might look a bit silly,

0:21:170:21:18

but I need John and Nicola to realise

0:21:180:21:20

that their ads aren't focused enough.

0:21:200:21:22

The point is that even though people are old,

0:21:220:21:26

they still have taste, they still have discernment,

0:21:260:21:29

they still want something.

0:21:290:21:31

You know, they see the world around them

0:21:310:21:33

and they know that things have changed,

0:21:330:21:36

and I think it has to stay fairly relevant

0:21:360:21:38

to the era that we're in. I'm sorry to be mean,

0:21:380:21:42

but I think this is old-fashioned rather than traditional.

0:21:420:21:46

Right.

0:21:460:21:47

And we really need to try and make it relevant again.

0:21:470:21:52

All they were really doing is backing up what I've already said to the family,

0:21:520:21:58

which is that there are tried and tested rules

0:21:580:22:00

to this kind of stuff, and I don't know why they think

0:22:000:22:03

they can either circumvent them or reinvent the wheel.

0:22:030:22:06

It hasn't changed the way that I feel about it as a business,

0:22:070:22:11

because we are still selling the same products, but I think

0:22:110:22:15

we're not portraying it as it should be to the customer.

0:22:150:22:18

I think it was a very successful morning.

0:22:180:22:21

I'm quite pleased with how it went,

0:22:210:22:23

and I really hope that I've taken John and Nicola back

0:22:230:22:29

some basic principles, which they'll then be able to use.

0:22:290:22:34

One week later, and the green shoots of change are starting to show.

0:22:390:22:44

We'll pick it up from the factory in the morning,

0:22:440:22:47

and we can drop it off for you in the afternoon.

0:22:470:22:49

Unbelievably, John has taken the bold step of designing a room set.

0:22:490:22:54

This is basically what I've done to set this bedroom suite up.

0:22:540:22:59

Yeah, it looks quite nice, actually, doesn't it?

0:22:590:23:02

It's opened this part of the shop up a little bit.

0:23:020:23:05

And it looks lighter, doesn't it?

0:23:050:23:07

Don't you think it looks a lot lighter here than it did before?

0:23:070:23:10

But his way of doing things hasn't been to everyone's liking.

0:23:100:23:14

I was looking forward to doing it, so I was a bit disappointed,

0:23:140:23:18

but he's been here that long, has John, that he thinks

0:23:180:23:21

in most aspects that he does everything better

0:23:210:23:25

than everybody else can do it.

0:23:250:23:27

I don't think this particularly works in this window,

0:23:270:23:30

because these are more modern and this is more traditional.

0:23:300:23:34

Don't like them screws showing on the back of that mirror.

0:23:420:23:46

-You see all them screws on the back?

-I'm going to try moving the bed at a different angle as well.

0:23:460:23:52

You really think that that bed looks better like that?

0:23:520:23:55

I thought it looked better square on, to be honest with you.

0:23:550:23:58

We're supposed to set bedroom settings to look like they're in a bedroom, but you don't have drawers

0:23:580:24:03

where you can't pull your drawers out.

0:24:030:24:05

-Well, I can always move that into the front...

-Round one!

0:24:050:24:08

I can move that into the window if necessary. That's immaterial at this point.

0:24:080:24:12

-It doesn't look right.

-Well, we'll see when it's finished.

0:24:120:24:16

I didn't criticise your window.

0:24:160:24:18

Cos it were all right when it was set out.

0:24:180:24:20

It was all the wrong stuff.

0:24:200:24:22

You would not put a stool like you had,

0:24:220:24:25

a traditional stool with more modern. You put a mirror in that didn't match the drawers.

0:24:250:24:29

You wouldn't have a lamp like the one you had in the bedroom,

0:24:290:24:33

and you certainly wouldn't have an ornate chair like that

0:24:330:24:35

with all the more modern stuff.

0:24:350:24:37

Now you see why we never get any further, don't you?

0:24:370:24:42

Cos we don't agree on anything.

0:24:460:24:48

John does not like any change, really, and he does not like

0:24:530:24:57

to think that he's losing any control on anything.

0:24:570:25:01

Nicola's room set is better, for the simple reason

0:25:030:25:06

it favours the window and should entice people in.

0:25:060:25:11

What won't bring in customers

0:25:110:25:13

are the acres of tat that date this place.

0:25:130:25:16

I know John is digging his heels in about even the slightest change,

0:25:160:25:21

but I'm back here to banish all of this to the bin once and for all.

0:25:210:25:25

There's a lot of accessories, and there's a plethora of styles.

0:25:250:25:29

Chuck them in the bin or give them to a charity shop.

0:25:290:25:32

I don't mind what you do, I just want them off the floor.

0:25:320:25:35

I'm taking this home to put outside of our pond.

0:25:380:25:42

I can't see anybody buying this.

0:25:430:25:47

-I hate this.

-I hate it too.

0:25:470:25:50

Four, five, six.

0:25:530:25:55

I think the poodle's worse than the pig.

0:25:550:25:58

Can't see anybody ever wanting to buy those.

0:26:030:26:06

He's really disturbing.

0:26:060:26:08

Grrrr!

0:26:080:26:10

The majority of these are John's original ornaments from home.

0:26:100:26:15

I think we've done really well, and you did it so easily

0:26:170:26:20

because actually, lots of this stuff

0:26:200:26:22

has clearly been hanging about and none of you liked it.

0:26:220:26:25

I don't think you need masses covering every surface.

0:26:250:26:30

I think it looks nice. You want to hero

0:26:300:26:32

all your furniture, you want to add value.

0:26:320:26:34

All these kind of knick-knacky bits

0:26:340:26:37

make you look a lot more downmarket than you are.

0:26:370:26:39

You've got good quality stuff.

0:26:390:26:41

That whole tableful of those repulsive ornaments

0:26:410:26:47

does look like the death row, the last resting place

0:26:470:26:50

for every unattractive ornament in England.

0:26:500:26:54

Come here if you abandon all hope elsewhere.

0:26:540:26:56

It does look like shit, though, doesn't it?

0:26:560:26:59

It's the sort of thing you'd see at the car-boot. I wouldn't buy any of that,

0:26:590:27:03

and I can't see any other customer

0:27:030:27:05

wanting to buy most of that stuff there.

0:27:050:27:08

Fab day. I feel as if I'm really getting somewhere,

0:27:080:27:11

but I'm worried that the moment I turn my back

0:27:110:27:14

and take two paces towards my car, John is going to turn

0:27:140:27:18

into the impossible, obstinate man that he's been until now.

0:27:180:27:22

But the coup at Kettley's is gathering pace as David starts to stand his ground.

0:27:240:27:28

Nicola and Andy are the same. They've wanted to get rid of things

0:27:280:27:31

in the shop, but you've stopped people from doing that.

0:27:310:27:34

This is what everybody's saying.

0:27:340:27:38

Because I always thought that, like,

0:27:380:27:40

that cabinet now where it is illuminated,

0:27:400:27:43

that one item looks like a solitary item in there now.

0:27:430:27:46

-You could put something else in it.

-It's better.

-With one piece?

-Yeah.

0:27:460:27:51

That is a cabinet to display, you know, attractive pieces.

0:27:510:27:55

That piece in that cabinet is not an attractive piece.

0:27:550:27:59

-I'd rather see that cabinet bare than a load of shite in it.

-Not everybody's tastes are the same.

0:27:590:28:04

We may be making some progress,

0:28:080:28:10

but the time has come for a radical overhaul. So I'm bringing in a big gun.

0:28:100:28:15

Karl McKeever is a retail designer who has worked with the best

0:28:150:28:20

British high street brands. We're hatching a master plan.

0:28:200:28:23

I do hope that Karl doesn't just walk in

0:28:230:28:26

and throw up his hands in horror

0:28:260:28:27

and say, "I just can't do this," and walk away.

0:28:270:28:30

I want all three floors revamped, and I need him

0:28:300:28:33

to see the enormity of the problem for himself.

0:28:330:28:36

I am absolutely convinced that what Kettley's really needs

0:28:360:28:40

is a reorganisation of the shop floors.

0:28:400:28:42

I need someone with the courage of their convictions

0:28:420:28:45

sufficient that he's going to bulldoze through John.

0:28:450:28:49

Normally when we're working with businesses, people say,

0:28:490:28:52

"We don't want revolution," and we'd reassure them

0:28:520:28:55

by saying, actually, we need evolution. Actually, to be honest,

0:28:550:28:58

I think you DO need a revolution.

0:28:580:29:00

Well, I'm ready for change, a little bit, yeah.

0:29:000:29:04

I think it's something that we're all quite willing to see

0:29:040:29:08

how it goes and progresses and we've got to give it a try, really, yes.

0:29:080:29:11

I agree with Nicola and Andy

0:29:110:29:13

that I'm always up for change, you know, I'll try anything once.

0:29:130:29:16

We're different from anybody else, and what's wrong with that?

0:29:200:29:23

People come in and they say, "This is different,

0:29:230:29:25

"this is a different kind of shop, this is what we like."

0:29:250:29:28

That's my opinion of it, and I'll walk away

0:29:280:29:30

and I'll hold my hands up and say, well...

0:29:300:29:32

For me, John, having a point of difference is really important.

0:29:320:29:36

It's one of the things we need to achieve.

0:29:360:29:38

But having difference means, actually, it's also got to be successful.

0:29:380:29:43

Change has got to be something good for us

0:29:430:29:46

and we've got to give it a go.

0:29:460:29:47

I can't see that there's that much wrong with it

0:29:470:29:50

apart from a few changes.

0:29:500:29:52

What me, Nicola and David are saying is that all we can do is try these ideas.

0:29:520:29:58

What can I do? I'm out...I'm out... I'm out-voted, aren't I?

0:30:010:30:04

I mean, what can I say? It's been successful for me.

0:30:040:30:08

I'm getting to the end of my tether,

0:30:080:30:10

where I should be thinking about retiring, not starting a new era.

0:30:100:30:15

John may not see it, but by clinging to the past,

0:30:150:30:19

he is damaging the future for his son and the others.

0:30:190:30:23

I have no hard feelings with John at all.

0:30:250:30:28

I think he's a decent man

0:30:280:30:30

and he's brought the business this far, really.

0:30:300:30:33

Um, and I do really understand how hard it is

0:30:330:30:36

when you have been in control for so long,

0:30:360:30:40

that releasing the reins is just... it's very hard to do.

0:30:400:30:44

Change doesn't come easily. Revolutions don't happen overnight.

0:30:440:30:48

Them three are against me.

0:30:480:30:50

So if I go that and I don't let them do it,

0:30:500:30:52

then they're going to resent me for the rest of me life, aren't they?

0:30:520:30:55

'A few weeks ago, me and me dad, you know,

0:30:550:30:57

'had our arguments and we had our ups and downs.'

0:30:570:31:00

To be honest with you, I'm feeling a little bit -

0:31:000:31:03

oh, just a little bit sorry - for me dad at the moment.

0:31:030:31:08

He's got to go with it, hasn't he?

0:31:090:31:11

If it's three against one, it's not like he said,

0:31:110:31:14

he hasn't really got a lot of choice, has he?

0:31:140:31:17

So hopefully we'll all be able to prove him wrong,

0:31:170:31:19

because God help us if we can't.

0:31:190:31:21

This feels like a tipping point.

0:31:340:31:36

To stop us losing the momentum, I'm heading back to Leeds.

0:31:360:31:40

I need John to see that we're fighting for the future of the business.

0:31:420:31:45

I suppose my greatest fear, and my greatest frustration,

0:31:480:31:51

is that they'll have this opportunity and blow it!

0:31:510:31:54

Really and truly, I am so frustrated at this point, I could scream.

0:31:550:31:59

-How's everything with your dad?

-I have been at the end of my tether,

0:32:010:32:04

along with everybody else, in, you know,

0:32:040:32:07

that we do want certain changes to happen, you know,

0:32:070:32:10

we're keen, we're looking forward to it

0:32:100:32:12

but there is somebody holding us back, you know,

0:32:120:32:15

and that person needs convincing the most.

0:32:150:32:17

-I'm absolutely sure that it's going to come good. I promise you.

-Yeah.

0:32:170:32:21

It has to be given a chance, yeah?

0:32:210:32:23

Yeah.

0:32:230:32:24

OK.

0:32:270:32:28

In a month's time, I want decorators on site,

0:32:280:32:32

remodelling this shop in advance of a noisy relaunch.

0:32:320:32:35

But I need John on side.

0:32:350:32:37

It's time to confront him about it.

0:32:370:32:39

It is important to me that you understand

0:32:390:32:41

I am completely on the side of this business,

0:32:410:32:43

and it's just that there's the young ones in this business

0:32:430:32:46

-who would love to see things change a bit, I believe.

-Right.

0:32:460:32:50

And who suggest to me

0:32:500:32:53

that it's really you dragging your heels.

0:32:530:32:55

There are certain aspects of it that I totally don't agree with.

0:32:550:32:59

This is a very concrete way of getting the younger ones involved.

0:32:590:33:04

-Right.

-Yeah? And of getting them excited about changes.

0:33:040:33:07

So maybe this... What you should do is send me away for two weeks

0:33:070:33:13

and I'll come back and tell you if I like it.

0:33:130:33:15

Fine. Absolutely fine.

0:33:150:33:17

-You're serious about this, aren't you?

-I am, I am.

0:33:170:33:21

Oh, all right, then.

0:33:210:33:23

I really will ship John off if I have to.

0:33:250:33:27

I don't want him standing in the way of my plans for this place.

0:33:270:33:31

But for now, there's a more pressing problem.

0:33:310:33:34

I'm not sure the family have done anything to entice younger customers in.

0:33:340:33:39

Over half the people living near the shop are under 60,

0:33:390:33:42

but I can't believe any of them shop here, and that has to change.

0:33:420:33:47

How is the marketing, advertising?

0:33:470:33:49

Have you worked on a new campaign or a new...?

0:33:490:33:52

Yeah, well, I've given the ideas that were given to me

0:33:520:33:55

when we went to London, to our advertisers.

0:33:550:33:57

Well, "Comfort." Good. So you're starting with a positive.

0:33:570:34:01

Yeah.

0:34:010:34:02

So lots of it is very nice. This is still slightly uninspiring.

0:34:020:34:07

Hopefully, I'll be able to help you with that.

0:34:070:34:09

I was thinking - I don't know how you feel about it -

0:34:090:34:13

that we would go and do a shoot of our own.

0:34:130:34:16

Do a shoot that's styled with pieces of furniture from the shop.

0:34:160:34:20

When you start doing this,

0:34:200:34:21

and you start doing it on a bigger scale every week and every month,

0:34:210:34:24

then these room set shoots are going to cost money, aren't they?

0:34:240:34:27

You spend money at the moment, for God's sake. Don't pretend you don't.

0:34:270:34:31

You spend 9% of your turnover on marketing, which isn't effective.

0:34:310:34:34

You could put the brakes on this in 100 different ways,

0:34:340:34:37

but instead of doing that, why don't you just find some furniture

0:34:370:34:40

that you'd like to be photographed professionally? Yeah?

0:34:400:34:43

So I'm going to leave it up to you

0:34:430:34:45

to decide what you think represents what you do here.

0:34:450:34:50

But as well as my restyle, I need to carry on my marketing mission.

0:34:510:34:56

For this to work, the family needs to find entire room sets

0:34:560:35:00

that are inspiring, not expiring.

0:35:000:35:02

I don't think they do understand how dated their image is

0:35:020:35:05

and how important it is to have a current image.

0:35:050:35:08

I don't know how they're own advertising has passed muster for so long.

0:35:080:35:12

I really hope that what we're doing this afternoon

0:35:120:35:14

will help them further understand, with my constant refrain,

0:35:140:35:18

that traditional does not need to mean old-fashioned.

0:35:180:35:22

I've taken Nicola and Andrew

0:35:230:35:25

to one of the country's leading interiors photographic studios,

0:35:250:35:29

a company who work with some of Britain's biggest home chains

0:35:290:35:33

to create photos that sell you a lifestyle.

0:35:330:35:37

I'm hoping that with the furniture the family have brought,

0:35:370:35:40

and the set designers, we're going to end up

0:35:400:35:42

with a really powerful and attractive image.

0:35:420:35:45

I'm hoping that instead of the standard "woman being pushed out of her recliner chair",

0:35:450:35:51

that we'll have something that might tempt you into the shop.

0:35:510:35:54

I think to market well, you have to have a few good images.

0:35:550:35:58

At the moment, they're using generic images,

0:35:580:36:01

and it's time they did something representative of their shop,

0:36:010:36:04

and then hopefully we will end up with an image

0:36:040:36:07

that you feel will take you into the next chapter.

0:36:070:36:10

We know from experience that if you have more than one or two items in the set,

0:36:100:36:14

human nature being as it is, they'll be interested in the whole thing.

0:36:140:36:18

They'll want to buy into the lifestyle that we've created, not just the settee.

0:36:180:36:22

Well, let's start with getting this on set

0:36:220:36:25

-and we'll build round this as a key item.

-Right, OK.

0:36:250:36:29

There's a real skill to this.

0:36:290:36:31

On average, we look at print ads for less than three seconds,

0:36:310:36:34

so we need to grab customers' attention with the right image.

0:36:340:36:38

But I just think we need to somehow make it

0:36:380:36:41

so it's appealing to another whole generation of customers.

0:36:410:36:45

It'll start to come to life.

0:36:450:36:46

Once we start to drop images through the background as well,

0:36:460:36:50

it'll start to make it look more realistic.

0:36:500:36:53

-You can see how it's coming together, definitely.

-I know, it's amazing.

0:36:530:36:57

And it's amazing how moving something just ten centimetres, two centimetres...

0:36:570:37:02

This all now works really nicely.

0:37:020:37:04

It's a traditional set, traditional piece of furniture,

0:37:050:37:09

but we don't want to be lulled into, "Well, in that case, we'll light it in such a way."

0:37:090:37:13

So what do you think?

0:37:150:37:17

It looks amazing, does that.

0:37:170:37:18

You wouldn't think that was the furniture from our showroom!

0:37:180:37:21

Yeah, it's really, really good.

0:37:210:37:23

Just nice solid, proper...

0:37:230:37:27

Very appealing to a lot of people, I would imagine.

0:37:270:37:30

It's fantastic. I'm absolutely thrilled.

0:37:300:37:32

Really pleased. Thank you.

0:37:320:37:35

It's brought to light to all of us that we can make the shop

0:37:350:37:39

look appealing and stylish, which...

0:37:390:37:42

It's never had the appealing look to it,

0:37:420:37:45

because the shop windows have always looked cluttered.

0:37:450:37:48

I'm starting to understand now that less is more.

0:37:480:37:50

We are devaluing the products by squashing them all in.

0:37:500:37:54

Hopefully, they have learnt the importance of an image,

0:37:540:37:59

how an image sells furniture.

0:37:590:38:01

These pictures will form the basis of a new campaign

0:38:010:38:05

that showcases their furniture in a much more appealing and contemporary way.

0:38:050:38:11

I thought we had an amazing day yesterday

0:38:270:38:29

and I had a really good talk with John.

0:38:290:38:32

I've suggested to him that when we do the makeover of the store,

0:38:320:38:36

that he goes away for a few days.

0:38:360:38:38

I think it will be agony for him otherwise

0:38:380:38:41

and he will be quite difficult for us as well.

0:38:410:38:44

-You'll struggle to get John away.

-You'll struggle, definitely.

0:38:440:38:48

Well, I thought that I might sweeten the deal

0:38:480:38:50

by sending him off to my hotel in Devon.

0:38:500:38:53

He's got no excuse, then, has he, really?

0:38:530:38:55

-He's got no excuse.

-He'll find one.

0:38:550:38:57

The younger generation have little faith.

0:38:570:39:01

Time to put my offer to John.

0:39:010:39:03

After I saw you last night, I booked a room for you at my hotel in Devon.

0:39:050:39:10

-Oh, right.

-On me.

0:39:100:39:12

-I'm sorry, I can't do it.

-Why?

0:39:130:39:16

Cos I've got a plumber coming to change me boiler at home.

0:39:160:39:19

I'll let him in, Dad.

0:39:190:39:21

Give me the keys for the house, I'll look after it.

0:39:210:39:23

-There. That's so sweet, thank you, darling.

-You get yourself off.

0:39:230:39:27

John's attempt to wriggle out of our agreement

0:39:270:39:30

looks like it's been foiled.

0:39:300:39:32

I don't honestly think he'll go down

0:39:320:39:35

and I think Alex might be quite upset about that,

0:39:350:39:39

er, if he does refuse her offer.

0:39:390:39:41

Unsurprisingly, I'd barely left Yorkshire

0:39:560:39:58

before John had found another reason to reject my offer.

0:39:580:40:02

This time of year, for three nights, I think it's too much travelling,

0:40:020:40:06

and on top of that, I've got a guy coming to fit me a new boiler,

0:40:060:40:10

which I have to get in before Christmas.

0:40:100:40:12

I'm really, you know, grateful to her,

0:40:120:40:14

but if it was any other time of year, I'd be happy to take it up.

0:40:140:40:17

'I'm not surprised, really.

0:40:170:40:19

'I think he is mad.'

0:40:190:40:21

But his brain thinks differently to everybody else's.

0:40:210:40:25

On the plus side, he has agreed to one thing.

0:40:250:40:28

'I will stop away from the shop, as I have that many commitments to do at home anyway,

0:40:290:40:33

'so if they don't want me to come in, then I won't come in, basically.'

0:40:330:40:36

When he knows that there's nobody in shop, he'll...

0:40:360:40:40

you know, he'll sneak out of t'house and come and have a look.

0:40:400:40:43

He'll probably wait till midnight, and everybody's gone home,

0:40:430:40:46

and come and let himself in.

0:40:460:40:48

He will! That's genuine. That's what he's like.

0:40:480:40:51

One week later, and Karl's team have sent through some suggestions

0:41:030:41:07

for the new branding for the shop.

0:41:070:41:08

John's out for the morning,

0:41:080:41:10

so the three younger partners get a head start.

0:41:100:41:13

That looks like one of those badges you give out at Crufts, doesn't it?

0:41:140:41:17

-Yeah, don't like that.

-That's definitely a no.

0:41:170:41:20

-That's better.

-That's similar to what we've got now but without the chair,

0:41:200:41:24

isn't it, really?

0:41:240:41:25

I like that style of writing, as well.

0:41:250:41:27

-Yeah, the style of the writing's nice.

-That's all right.

0:41:270:41:30

Oh, this is getting more like what we are really, isn't it?

0:41:300:41:34

Yeah.

0:41:350:41:37

I quite like that, actually, we'll say that one there.

0:41:370:41:40

They've reached an agreement,

0:41:400:41:42

but they're worried about how John is going to react.

0:41:420:41:45

Ultimately, it's three people against...well, it's not AGAINST,

0:41:450:41:48

but three people that want changes and one person that doesn't.

0:41:480:41:51

So he's either got to get on board or just shut up about it, hasn't he, really?

0:41:510:41:57

Are you going to tell him there's a new sheriff in town?

0:41:570:42:00

-Who's that?

-You.

0:42:000:42:01

Oh, yeah.

0:42:010:42:02

All right, Dad. These are what Karl's sent in,

0:42:070:42:11

some advertisements for the front of the shop.

0:42:110:42:13

These ones here that we thought, you know,

0:42:130:42:16

if we were to change the signage, does look quite nice.

0:42:160:42:20

Well, I don't...I'm not really taken aback by that chair.

0:42:200:42:23

I'm not too sure that that chair is any better than

0:42:230:42:26

the chair that we've already got there, so...

0:42:260:42:29

John's being typically negative.

0:42:290:42:30

You'd just have your swing ticket like that,

0:42:300:42:33

and then on other side, you'd have the price, wouldn't you?

0:42:330:42:36

To my knowledge, it'll make it look a bit classier, more professional.

0:42:360:42:40

David's not going down without a fight.

0:42:400:42:43

But if your swing ticket's on something like that,

0:42:430:42:45

a chair like that, you'll read it like that.

0:42:450:42:47

If you put it on that, it'll be like that on your chair, isn't it?

0:42:470:42:50

-You just move it...

-You have your...

0:42:500:42:52

A swing ticket is meant like that, cos that's why they call it a swing ticket - it swings down.

0:42:520:42:57

THEY LAUGH

0:42:570:42:59

That's not a swing ticket, is it?

0:42:590:43:01

People will still be able to read it, though, won't they?

0:43:010:43:04

-What, on the side like that?

-Yeah.

0:43:040:43:06

So I think that's just making mountains out of mole hills, myself.

0:43:060:43:09

DOOR CHIMES

0:43:090:43:10

Right, whatever. Don't look much different to me.

0:43:100:43:14

I'm heading back to Leeds, as there are just days

0:43:190:43:22

before we relaunch the store.

0:43:220:43:24

It's been quite a while since my last visit.

0:43:240:43:27

A lot has happened since then.

0:43:270:43:30

John has been completely impossible,

0:43:300:43:32

and I thought, at several times,

0:43:320:43:33

that he was going to pull the plug on the makeover of the store.

0:43:330:43:37

I know the younger generation have struggled a bit,

0:43:370:43:40

but I'm hoping that they've stuck to their guns.

0:43:400:43:43

John may still be digging his heels in,

0:43:440:43:46

but for David and the younger family members,

0:43:460:43:49

it's crunch time as the revolution begins.

0:43:490:43:52

Good afternoon, Kettley's.

0:43:520:43:54

The shop at this moment in time, as we speak,

0:43:560:43:59

is having a complete refurbishment.

0:43:590:44:02

New carpet, wallpaper, painted walls...

0:44:050:44:09

..moving furniture around.

0:44:100:44:12

As well as the family, Karl and his team are hard at it.

0:44:120:44:16

There's just so much to do.

0:44:160:44:19

This project is no mean feat.

0:44:190:44:20

It really is pretty gargantuan in scale.

0:44:200:44:24

Three floors, a number of extended rooms.

0:44:240:44:28

Painting, decorating, lighting, new carpeting -

0:44:290:44:32

it's a really big deal.

0:44:320:44:35

So this will absolutely fast-track them into the 21st century.

0:44:350:44:41

So far, John has honoured our agreement,

0:44:420:44:45

but there are rumours doing the rounds.

0:44:450:44:48

We saw me mum's car drive past the shop yesterday,

0:44:480:44:51

so it might have been him doing a drive-by on the shop.

0:44:510:44:56

With John out of the picture,

0:44:560:44:57

it's more than just the shop that's changing.

0:44:570:45:00

There is some changes that have taken place...amongst us

0:45:000:45:03

more than anything, that will probably carry on.

0:45:030:45:06

Really, the shop is in mine, Nicola's and Andy's hands,

0:45:060:45:10

isn't it, really, you know,

0:45:100:45:12

for the future.

0:45:120:45:14

If we three agree on things, then he's just got to let it go

0:45:140:45:17

and let it happen, basically.

0:45:170:45:20

I just cannot wait to see...

0:45:230:45:26

I can hardly imagine what it's going to look like.

0:45:260:45:29

Oh, my gosh. Wow!

0:45:320:45:34

There's a lot to do, but it is very, very different.

0:45:370:45:40

Look at that wallpaper!

0:45:400:45:42

Look at the colour on that wall!

0:45:420:45:44

Oh, I'm very excited.

0:45:440:45:47

The refit is ambitious.

0:45:470:45:49

The family are investing their own money and manpower

0:45:490:45:54

so that we can push the boundaries as far as possible.

0:45:540:45:57

There's still a mammoth amount of work left.

0:45:570:46:02

The only room close to completion is the bedroom department.

0:46:020:46:05

Oh, my...

0:46:060:46:08

Oh, my God!

0:46:080:46:10

That is unbelievable!

0:46:110:46:13

I am stunned.

0:46:130:46:16

I am.

0:46:160:46:18

Oh, I feel like crying. It's amazing.

0:46:180:46:22

If it doesn't impress John, there's something wrong!

0:46:220:46:24

Fingers crossed.

0:46:240:46:26

But one floor won't be enough to convince John it's been worth it.

0:46:260:46:32

We have to complete the lot.

0:46:320:46:35

And we also have to fill this place with customers.

0:46:350:46:38

We can't let the relaunch tomorrow go unnoticed.

0:46:390:46:43

We've just got to make sure that tomorrow's a huge success,

0:46:430:46:47

because otherwise all this work isn't going to be worth anything.

0:46:470:46:51

-Right.

-All right?

0:46:510:46:53

So, we're taking to the streets of Yeadon

0:46:530:46:56

to shout about the changes at Kettley's.

0:46:560:46:58

Come to Kettley's tomorrow.

0:46:580:47:00

And it's David leading the charge.

0:47:000:47:03

We are no longer old-fashioned.

0:47:030:47:06

Just to let you know about the Kettley's relaunch.

0:47:060:47:10

It's family run. I'm part of the family.

0:47:100:47:12

We're having a huge store relaunch tomorrow.

0:47:120:47:15

-Are you?

-Between 2pm and 5pm.

0:47:150:47:17

Please visit Kettley's furnishers tomorrow from 2pm till 5pm.

0:47:190:47:24

Here's your invite to Kettley's.

0:47:260:47:28

Please come to Kettley's tomorrow from 2pm till 5pm.

0:47:280:47:32

We've had a total revamp of the store.

0:47:320:47:34

We'd love you to come.

0:47:340:47:35

Please visit Kettley's furnishers tomorrow.

0:47:350:47:38

Invitation to our open day tomorrow down at Kettley's.

0:47:380:47:41

It's been transformed.

0:47:410:47:43

Kelly Dimmock, get down to Kettley's tomorrow from 2pm till 5pm.

0:47:430:47:48

Anyone curious to know what's been happening there should come.

0:47:480:47:52

We're not old-fashioned any more. We are very modern.

0:47:520:47:55

I repeat modern, not old-fashioned.

0:47:570:48:01

We are no longer old-fashioned.

0:48:030:48:05

We are modern. I repeat, we are modern.

0:48:050:48:08

Back at the shop, it's mayhem.

0:48:100:48:13

Oh...!

0:48:170:48:19

I mean, downstairs the chairs are still in utter chaos.

0:48:190:48:23

The ground floor is still a long way to go.

0:48:230:48:28

It has to be done tonight.

0:48:280:48:29

In just over 12 hours' time,

0:48:290:48:32

John is due back to the shop.

0:48:320:48:34

There's a lot riding on his reaction.

0:48:340:48:36

I'm really nervous. Really nervous.

0:48:360:48:40

-You know, I'm

-BLEEP-ing

-me pants, I honestly am.

0:48:400:48:43

I'm hoping he's going to go "Wow!"

0:48:430:48:45

and I think he should go "Wow!" because it is amazing.

0:48:450:48:49

I'm so impressed by what David and the team have achieved at Kettley's.

0:48:510:48:55

Working together has turned them into a force to be reckoned with.

0:48:550:48:59

Nicola has stepped up...

0:48:590:49:02

£429.

0:49:020:49:03

OK.

0:49:030:49:05

..Andrew has found his voice...

0:49:050:49:06

Into here and then just get bottom... Lift bottom through.

0:49:060:49:10

Two of us at the bottom and two of us at the top.

0:49:100:49:12

..and David has really come of age.

0:49:120:49:14

It's great to see how his confidence has grown.

0:49:140:49:18

The best thing, right,

0:49:200:49:21

would be for Dad to come in and see it all and start crying.

0:49:210:49:25

That'd be the most amazing thing I'd ever see.

0:49:250:49:28

Three months ago when I first walked in,

0:49:420:49:44

Kettley's looked more gran than glam.

0:49:440:49:47

A warehouse masquerading as a showroom.

0:49:470:49:50

Now it feels like a proper shop.

0:50:010:50:04

Are you all convinced that we've done the right thing?

0:50:120:50:15

I'm happy with the way it looks.

0:50:150:50:17

It does look stunning and it looks beautiful.

0:50:170:50:20

It's just such a wow factor.

0:50:200:50:22

Are you happy about all this?

0:50:240:50:27

-I'm 100% happy myself, yeah.

-Yes, I am.

0:50:270:50:29

I think it's fabulous.

0:50:290:50:31

They've done a fantastic job, and I'm over the moon with it all.

0:50:310:50:34

The question is, will John like it?

0:50:370:50:39

It's been a long wait.

0:50:410:50:43

The thing is,

0:50:430:50:44

you've got ownership now, if you know what I mean,

0:50:440:50:48

of this whole makeover, which is quite important for the future.

0:50:480:50:52

This is the big day.

0:50:520:50:54

It's like going to your wedding, isn't it?

0:50:540:50:57

Can't say we haven't put anything into it, that's for sure.

0:51:000:51:03

Let's see what it's all about.

0:51:030:51:05

Let's see how fast he walks when he gets out of the car!

0:51:050:51:08

Look at him, look at him!

0:51:140:51:16

THEY SING A FANFARE

0:51:160:51:20

Oh, wow!

0:51:200:51:22

I can't believe it. I really can't.

0:51:300:51:33

Oh, my God.

0:51:340:51:36

It looks really good.

0:51:360:51:38

I think I'll, er... I'll stop here tonight.

0:51:380:51:41

I really like it.

0:51:420:51:44

It's thumbs up for the ground floor. Next to the beds.

0:51:450:51:49

Well, if anybody doesn't like this, they've got to be crazy.

0:51:540:51:57

Ah...! Ah, well.

0:51:570:51:59

-APPLAUSE

-Listen to that!

0:51:590:52:01

That's what we wanted to hear.

0:52:010:52:03

'I mean, it's absolutely stunning, really.'

0:52:030:52:06

I can't believe it.

0:52:060:52:08

Oh, good, darling, I'm so pleased you're happy.

0:52:080:52:11

'Finally, the basement.'

0:52:110:52:13

-I really like it.

-Yeah?

-Yeah? Good.

0:52:150:52:18

Oh, love you!

0:52:180:52:19

SHE LAUGHS

0:52:190:52:21

Every piece of furniture in the shop was here before.

0:52:220:52:26

It's just been presented in a more aspirational way.

0:52:260:52:29

By following this simple retail principle,

0:52:290:52:32

Kettley's now feels worlds away from its dreary past.

0:52:320:52:35

-What do you think to the signs?

-Good.

0:52:350:52:38

It looks better. There's so much to take in.

0:52:380:52:41

I'm so relieved that John likes the new shop

0:52:410:52:45

and even more pleased to see him sharing it with his son.

0:52:450:52:49

And the whole aura of the place now, it's feels luxury, doesn't it?

0:52:490:52:54

Let's put it this way, I'm proud of what you've achieved

0:52:550:52:59

and I appreciate what you've done.

0:52:590:53:01

I'm absolutely thrilled.

0:53:010:53:04

He seemed genuinely pleased by the whole thing,

0:53:040:53:07

and, um, I must say, it almost brought a tear to my eye!

0:53:070:53:12

It's unbelievable. The transformation is unbelievable.

0:53:120:53:14

I absolutely can't believe it.

0:53:150:53:18

You wouldn't believe it were the same stuff.

0:53:180:53:21

You can tell he genuinely does think it looks lovely.

0:53:210:53:24

-Oh, I'm so pleased!

-He does think it looks nice.

-Well done, darling!

0:53:240:53:28

Really pleased.

0:53:280:53:29

-All in all, I couldn't have wanted a better response from him.

-Yeah, me too.

0:53:350:53:39

So now all we need is a few customers to come in and go,

0:53:390:53:41

-"Oh, my goodness, this looks fab!"

-Yeah.

-And he'll be happy.

0:53:410:53:45

What do you think?

0:53:540:53:55

I'm amazed.

0:53:550:53:58

Absolutely amazed.

0:53:580:54:00

I wouldn't have thought of coming here for furniture. Now I would.

0:54:000:54:04

Definitely it's worth a look, isn't it?

0:54:040:54:06

I think it's much, much fresher.

0:54:060:54:09

-I like it, it's nice, it's clean, it's uncluttered.

-Looks fantastic. Really exciting.

0:54:090:54:14

And it's not just the usual crowd here today -

0:54:170:54:19

the shop is now appealing to a much younger clientele.

0:54:190:54:22

-I never realised there were all these things that

-I

-would buy.

0:54:250:54:29

-I just thought that it'd be stuff for my parents!

-SHE LAUGHS

0:54:290:54:32

Young and old, the response has been unanimous.

0:54:340:54:37

Do you like it? Do you like it?

0:54:400:54:42

-Mmm?

-No.

-No?!

0:54:420:54:44

'Well, you can't please them all!'

0:54:450:54:47

The relaunch has been a huge success,

0:54:490:54:51

but there's one last piece of the jigsaw.

0:54:510:54:54

"Discover the most comfortable chair in Yorkshire

0:54:540:54:57

-"at Kettley's."

-You're right.

0:54:570:54:59

-Happy?

-Very happy, yes. Really happy.

0:54:590:55:02

The important thing is

0:55:020:55:04

that you make sure that you don't just sink into your bad old ways,

0:55:040:55:08

that you make sure that everyone pulls together.

0:55:080:55:12

The end result will be you making more money, and that's what we want to see.

0:55:120:55:15

That's what it's all about, isn't it?

0:55:150:55:18

Yeah, but everyone's really got the bit between their teeth now,

0:55:180:55:21

so you've gotta run with it, yeah?

0:55:210:55:23

Stick together. You do good.

0:55:250:55:27

-I'm going to miss you all when I go.

-Ah, don't.

0:55:270:55:31

Go on, keep it up, keep it up, see if you can get me going.

0:55:310:55:34

I am SO happy with the end result here.

0:55:430:55:46

It did feel like mission impossible, but we did it.

0:55:460:55:49

I think this shop really felt like it was stuck in a time warp.

0:55:490:55:52

It felt like a waiting room to nowhere very nice.

0:55:520:55:55

But it doesn't feel like that any more.

0:55:580:56:00

I think it has been given an enormous new lease of life,

0:56:000:56:04

and that is very visible in the family too.

0:56:040:56:07

-Here's to the future.

-The future.

0:56:070:56:09

I suppose what's happened here

0:56:090:56:11

marks the end of the first 35 years of Kettley's,

0:56:110:56:15

and I think this is the beginning of the next 35 years.

0:56:150:56:19

Two months on, and the dust has settled on the Kettley's relaunch.

0:56:240:56:29

Morning, Nic.

0:56:290:56:30

Customers-wise, we're doing really well.

0:56:320:56:35

We have had a lot of people coming through the door.

0:56:350:56:38

Sales are up 22% on the same time last year.

0:56:380:56:41

-There's 60-odd pound off of that at the moment.

-Right.

0:56:410:56:43

And the store layout is pulling in new customers.

0:56:430:56:47

But they're all saying how much better it looks with the makeover.

0:56:470:56:52

'It's been busier than we anticipated,'

0:56:520:56:56

so I'm really happy about that.

0:56:560:56:58

And I have noticed we have had younger people through the door.

0:57:000:57:03

Normally, when younger couples used to come into the shop,

0:57:030:57:06

they used to walk in and more or less walk straight back out.

0:57:060:57:10

Now I've noticed they're like, "Oh, yeah, this looks nice," you know.

0:57:100:57:14

But has David earned his dad's respect?

0:57:160:57:19

'David has really shown a lot to me

0:57:190:57:22

'he wants the business to do well and to improve,'

0:57:220:57:25

and ultimately David wants to prove

0:57:250:57:28

to his dad that he is capable of running it.

0:57:280:57:32

At some time or other, in the future, there's got to be new blood

0:57:320:57:37

that comes in here and old blood that goes out.

0:57:370:57:40

I'm proud of David for what he's achieved and I think he can achieve a lot.

0:57:400:57:44

Thanks very much anyway. I appreciate your business. Thank you. Take care.

0:57:440:57:48

'Deep down, I am bothered what me dad thinks, because I've always wanted to do him proud.

0:57:480:57:52

'I don't want him to think of me as a failure

0:57:520:57:55

'and I genuinely know that he is...he is happy.'

0:57:550:57:59

Still, some things never change.

0:57:590:58:02

This is Jenny. And she's just had a pup this morning,

0:58:020:58:05

so obviously we can't let her go at the moment.

0:58:050:58:07

She's here for the duration, I'll tell you.

0:58:070:58:10

Subtitles by Red Bee Media Ltd

0:58:320:58:35

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