0:00:02 > 0:00:05Family businesses make up a quarter of the British economy
0:00:05 > 0:00:07and employ nearly 10 million people.
0:00:07 > 0:00:12But 1,000 small firms are going bust every single month.
0:00:12 > 0:00:16- Sorry. - This business is on a knife edge.
0:00:16 > 0:00:20- At some point we're going to have to call it a day. - For God's sake, do something.
0:00:20 > 0:00:22For family firms it's not just profits,
0:00:22 > 0:00:25but relationships on the line.
0:00:25 > 0:00:27£50,000 now and you'll never see me again.
0:00:27 > 0:00:30I don't know if it's ever going to get better.
0:00:30 > 0:00:34You must see SOME hope - otherwise, let's not bother with this then.
0:00:34 > 0:00:36I'm Alex Polizzi.
0:00:36 > 0:00:41I grew up in a family business that expanded from one small cafe
0:00:41 > 0:00:44to become an empire worth billions.
0:00:44 > 0:00:47Now I'm trying to bring six family firms...
0:00:47 > 0:00:49ALL: Hello.
0:00:49 > 0:00:50..back from the brink.
0:00:50 > 0:00:54This is a business. You're ruining your health, you're ruining your family life.
0:00:54 > 0:00:57He's just used to getting his own way, and I'm used to getting mine.
0:00:59 > 0:01:04This week, some Mancunian mechanics in need of an overhaul.
0:01:04 > 0:01:08Darling, you're working a third of the hours available to work, which is shocking.
0:01:08 > 0:01:10As financial trouble...
0:01:10 > 0:01:12This is the first month that I've not
0:01:12 > 0:01:14been able to pay the rent on this place.
0:01:14 > 0:01:17In three months' time, we're not going to be here.
0:01:17 > 0:01:18..and family secrets...
0:01:18 > 0:01:23You told me something five minutes ago that you've never told me.
0:01:23 > 0:01:24We need to know this.
0:01:24 > 0:01:28..threaten to run this business off the road.
0:01:28 > 0:01:29I look stupid.
0:01:29 > 0:01:32Listen, I'm not trying to make you look stupid.
0:01:41 > 0:01:44I'm on my way to the outskirts of Manchester to a struggling
0:01:44 > 0:01:46family-run MOT garage.
0:01:46 > 0:01:51Like most of us, I'm pretty clueless about the internal workings of a combustion engine
0:01:51 > 0:01:56but, I have been very unhappy about every service I've ever received
0:01:56 > 0:01:59from a garage, so as a consumer, this is going to interest me a lot.
0:01:59 > 0:02:02Small independent firms in this industry
0:02:02 > 0:02:04have taken a real bashing over the last ten years,
0:02:04 > 0:02:05with car dealerships
0:02:05 > 0:02:10and large chains taking a bigger slice of the action.
0:02:10 > 0:02:14Nearly a third of all small traders have ended up on the scrapheap.
0:02:14 > 0:02:19The money coming through is dropping quite dramatically
0:02:19 > 0:02:23and I keep thinking, will we get through, will we make it?
0:02:23 > 0:02:26Have we got enough money in the bank? How long can we carry on?
0:02:26 > 0:02:29And that scares me.
0:02:29 > 0:02:33In 2003, Jan and Derek Lord set up their business in Guide Bridge.
0:02:33 > 0:02:35What's the registration number?
0:02:35 > 0:02:38But in the last two years, profits have tumbled.
0:02:38 > 0:02:42When she shows me the computer printout,
0:02:42 > 0:02:45what we took last year and the year before and the year before...
0:02:45 > 0:02:48it is worrying.
0:02:48 > 0:02:51If I don't get this right, there's not just one or two
0:02:51 > 0:02:54out of work, it's six, and it's a whole family.
0:02:54 > 0:02:59In a bid to combat the financial problems, Jan and Derek
0:02:59 > 0:03:02sold their home to provide some cash flow for the company.
0:03:02 > 0:03:05They've got all their eggs in one basket.
0:03:05 > 0:03:07If this business goes down, it's going to affect them hard.
0:03:07 > 0:03:13It's not just their future, but also that of their three children.
0:03:13 > 0:03:18Gareth, Nicola and younger son Adam all work at the garage.
0:03:18 > 0:03:22But none of them have any idea just how bad things are.
0:03:22 > 0:03:24The main business side of it, it's normally me mam
0:03:24 > 0:03:28that deal with them, rather than me.
0:03:28 > 0:03:34My job description is an MOT tester, so I do the MOTs.
0:03:34 > 0:03:38And if there's no MOTs, then...
0:03:38 > 0:03:39I don't do a lot.
0:03:39 > 0:03:43The more I go into family businesses, the more evident
0:03:43 > 0:03:48it appears that not all members of a family carry a same or equal load.
0:03:48 > 0:03:53I come in, I do me work, I go home, I get me wages on a Friday.
0:03:53 > 0:03:58It seems mum Jan is trying to keep the problems with the place to herself.
0:04:00 > 0:04:03I don't know what to do any more.
0:04:03 > 0:04:06How do I make people redundant? How, how can I do that?
0:04:06 > 0:04:10I can't do it to any of them, let alone me own boys.
0:04:10 > 0:04:13There's an awful lot of pressure on me
0:04:13 > 0:04:16because if, if it doesn't go right,
0:04:16 > 0:04:20I'm going to be forced to make a decision that I just don't want to make.
0:04:20 > 0:04:21Sorry.
0:04:35 > 0:04:37So, this is Guide Bridge.
0:04:37 > 0:04:43And I can see an A-board, Guide Bridge MOT, MOT service,
0:04:43 > 0:04:44tyres, exhausts.
0:04:44 > 0:04:47If that's the only advertising they're doing,
0:04:47 > 0:04:51I'm not surprised they're not getting much passing trade.
0:04:51 > 0:04:53So I've got just ten weeks with the Lords
0:04:53 > 0:04:56to try and turn this struggling firm around.
0:04:56 > 0:04:58Stand there, I'll get the other one off as well.
0:04:58 > 0:05:01Don't want you hurting your back.
0:05:04 > 0:05:07- Hello.- Hello!
0:05:07 > 0:05:11- Pleased to meet you.- Very nice to meet you.- Welcome to Guide Bridge.
0:05:11 > 0:05:13- Pleased to meet you. - Very nice to meet you.
0:05:13 > 0:05:15- Are you ready for this?- I think so.
0:05:15 > 0:05:18I'm ready for a new challenge, yeah!
0:05:18 > 0:05:22So I, the first thing I want to know is who does what round here.
0:05:23 > 0:05:25Right.
0:05:25 > 0:05:26Who's the boss?
0:05:26 > 0:05:28Are you the boss?
0:05:28 > 0:05:29On paper, yes.
0:05:29 > 0:05:31Yeah.
0:05:31 > 0:05:35Um, but Jan runs the garage.
0:05:35 > 0:05:38- I tend to do a lot of the high level stuff now, so...- Like what?
0:05:38 > 0:05:43VAT returns, accounting figures, banking, insurance,
0:05:43 > 0:05:45- getting quotes for things. - Marketing?
0:05:45 > 0:05:51Um, we're not good at marketing but that's something that, yes,
0:05:51 > 0:05:54you know, that is something that we need to look at.
0:05:54 > 0:05:56- OK, can I meet the others? - Certainly.
0:06:00 > 0:06:02This is Adam.
0:06:02 > 0:06:04He's what we call the gobby one.
0:06:04 > 0:06:07I mean, just look at him. How can you not love him?
0:06:07 > 0:06:11I'm going to find it hard to resist, but I'll do my best, OK?
0:06:12 > 0:06:16'The baby of the family, and clearly doted on, is Adam.
0:06:16 > 0:06:18'He's in charge of the MOT tests.'
0:06:19 > 0:06:21How many can you do in a day?
0:06:21 > 0:06:24On a busy day, about ten-ish.
0:06:24 > 0:06:26- How often does that happen? - Not very often.
0:06:26 > 0:06:31- Have you ever worked anywhere else? You've always worked here? - I did me prom
0:06:31 > 0:06:34and then eight o'clock in the morning, I was here.
0:06:34 > 0:06:37- Do you think you get away with murder?- No.
0:06:37 > 0:06:40- No? You think they're tough on you? - Yeah.- Do you?
0:06:40 > 0:06:41I'm the hard-done-to one.
0:06:41 > 0:06:44- Are you? Gosh, you bear it so bravely! - ALEX LAUGHS
0:06:44 > 0:06:48Adam's older, and far less cheeky brother, is Gareth.
0:06:48 > 0:06:51Jan persuaded him to join the business five years ago
0:06:51 > 0:06:53when times were better.
0:06:53 > 0:06:55It's easy work.
0:06:55 > 0:06:58It's not like coming to work here.
0:06:58 > 0:07:00That, that makes me very nervous.
0:07:00 > 0:07:04- It's not, it's not like coming to work.- Already warning bells, yeah.
0:07:04 > 0:07:07It's, you know, you come in and your day's
0:07:07 > 0:07:11pretty much balanced out all day, You're left to get on with it.
0:07:11 > 0:07:12Because actually you're on a wage,
0:07:12 > 0:07:16so it's not your problem too much if the work doesn't keep rolling in.
0:07:16 > 0:07:19No, we still get paid at the end of the week.
0:07:19 > 0:07:23Sister Nicola is the third sibling on the books.
0:07:23 > 0:07:27She runs reception and helps Jan schedule the work.
0:07:27 > 0:07:31- What do you think the garage is really good at? - People do see us as a,
0:07:31 > 0:07:34a friendly, honest garage.
0:07:34 > 0:07:38Why do you not get more repeat custom then?
0:07:38 > 0:07:40- Mmm.- Mmm.
0:07:41 > 0:07:45I've now met the main players, and it's amazing how quickly
0:07:45 > 0:07:48I can build up a picture of what's going wrong here.
0:07:48 > 0:07:52The engine of this business is obviously Jan, which is fine.
0:07:52 > 0:07:56I don't expect everyone to be up and running about town
0:07:56 > 0:07:58trying to punt for new business.
0:07:58 > 0:08:01Someone actually has to stay here and do the work.
0:08:01 > 0:08:04But they do at least have to be involved and interested
0:08:04 > 0:08:08in how new work is going to be found.
0:08:08 > 0:08:10No-one feels the time pressure very much.
0:08:10 > 0:08:13Maybe because they're not as busy as they should be.
0:08:13 > 0:08:18And when I ask Jan to look at exactly how many hours
0:08:18 > 0:08:21the mechanics ARE working, we both get a shock.
0:08:21 > 0:08:24When you take how many hours we've got available to work,
0:08:24 > 0:08:27and how many hours we actually charged out...
0:08:27 > 0:08:31Darling, you're working a third of the hours available to work.
0:08:31 > 0:08:34The garage and all the people and the mechanics in it,
0:08:34 > 0:08:38are only working a third of the hours available, which is shocking.
0:08:38 > 0:08:39Of course you're struggling.
0:08:39 > 0:08:42- But even if we did a, I mean...- 60%.
0:08:42 > 0:08:46That's still going to double to what we're doing now.
0:08:46 > 0:08:48Dearie me.
0:08:48 > 0:08:52- Basically you just have to get more business through that door.- Yeah.
0:08:54 > 0:08:57So, one problem is clear.
0:08:57 > 0:09:01They badly need more customers or there could be no business
0:09:01 > 0:09:03for Jan's kids to inherit.
0:09:03 > 0:09:06Small garages such as this rely heavily on loyal
0:09:06 > 0:09:08and local customers.
0:09:08 > 0:09:11But if customer service isn't up to scratch,
0:09:11 > 0:09:13people simply won't come back.
0:09:13 > 0:09:16Right, you can all come in now. Thank you.
0:09:16 > 0:09:20I've arranged for a cavalcade of new clients to descend on the garage.
0:09:20 > 0:09:23It's going to test their service skills to the limit,
0:09:23 > 0:09:27not just under the bonnet, but over the counter too.
0:09:29 > 0:09:33Right, does someone tell them where to go and what to do?
0:09:34 > 0:09:35That'd be my job.
0:09:35 > 0:09:40- You're supposed to be welcoming, make sure people know what to do. - Morning.
0:09:42 > 0:09:44We need a bigger car park.
0:09:47 > 0:09:51Do you want to take your keys into reception for me, please?
0:09:51 > 0:09:54Well, I just don't understand... If there's a system,
0:09:54 > 0:09:57I'm not kind of entirely sure what it is.
0:09:57 > 0:10:01Does everyone know how long, more or less, what time they'll be finished?
0:10:01 > 0:10:03I've told this lady it's going to be about an hour.
0:10:03 > 0:10:06And then you're next, are you?
0:10:06 > 0:10:07June'll be first off.
0:10:07 > 0:10:09June'll be first off, then this lady.
0:10:09 > 0:10:12- Make sure that everyone's told. - It's, that's being MOT'd now.
0:10:12 > 0:10:18Somehow it's not quite the charming experience I want it to be.
0:10:23 > 0:10:26Who tells who what to do?
0:10:26 > 0:10:29Well, I'll come over and say which one do you want me to do,
0:10:29 > 0:10:34and then I'll just go through and see who needs the car back first.
0:10:34 > 0:10:38OK, I just want to see high efficiency, extremely efficient.
0:10:38 > 0:10:39OK?
0:10:42 > 0:10:45It's Nicola's... Do you know, I hope she's not always like this,
0:10:45 > 0:10:48because it certainly would put me off coming somewhere.
0:10:48 > 0:10:52It's Tuesday morning, I've brought my car in, I want someone to be nice to me.
0:10:52 > 0:10:53Is it that much to ask?
0:10:55 > 0:11:00Unfortunately, it seems Nicola has overheard my early observations.
0:11:00 > 0:11:02What's happened?
0:11:02 > 0:11:04She's just a bit upset.
0:11:04 > 0:11:05- What?- Go on, tell Alex.
0:11:05 > 0:11:09- I look stupid. - Listen, I'm not trying to make you look stupid, sweetie.
0:11:09 > 0:11:11That's just not in my interest.
0:11:11 > 0:11:14I thought she coped well with these people coming in and out,
0:11:14 > 0:11:18but you wonder, could we have done something differently and that's what you're looking for.
0:11:18 > 0:11:21That's what I'm looking for. I've never run a garage.
0:11:21 > 0:11:24I want someone to tell me what and how it should happen.
0:11:24 > 0:11:27You need to speak to Alex and tell her how it runs in there.
0:11:27 > 0:11:32Darling, get yourself together and then we'll talk, OK?
0:11:32 > 0:11:35One thing is obvious. Nicola's role on reception is key
0:11:35 > 0:11:38and I need her firing on all cylinders
0:11:38 > 0:11:41if we're going to get through the morning.
0:11:41 > 0:11:44When everyone came in, it's kind of frustrating
0:11:44 > 0:11:46because you expect a hive of activity.
0:11:46 > 0:11:49Now, everyone was actually already working on a job.
0:11:49 > 0:11:53- Yeah, so I can't give them... - No, but I think it's important
0:11:53 > 0:11:55that that's communicated to the customer.
0:11:55 > 0:11:58It's not like we're sitting here and actually ignoring your car,
0:11:58 > 0:12:01it's just that everyone's got a job on.
0:12:01 > 0:12:04This is the order that you'll be looked after in
0:12:04 > 0:12:07and as soon as one job's finished, the next car will go on straight away.
0:12:11 > 0:12:12We'll get it done.
0:12:12 > 0:12:14Work well under pressure.
0:12:16 > 0:12:19It's been a bumpy ride, but with their receptionist recovered,
0:12:19 > 0:12:21the mechanics are soon back on track.
0:12:21 > 0:12:24Another one done. Bring the next one.
0:12:24 > 0:12:28We do get this many jobs on from time to time.
0:12:28 > 0:12:32We get on with it, deal with it. Just do it, you know.
0:12:32 > 0:12:35It's only busy for so long.
0:12:35 > 0:12:37So just crack on.
0:12:39 > 0:12:41Ow!
0:12:43 > 0:12:46So what did you think of the whole experience?
0:12:46 > 0:12:51They didn't give me any idea how long it would take, so I've been waiting for three hours.
0:12:51 > 0:12:54I thought it might take an hour and a half but it's taken double that.
0:12:54 > 0:12:56But if I'm going to wait three hours,
0:12:56 > 0:13:00I'd prefer to be doing something or watching or reading something
0:13:00 > 0:13:02and the waiting room's a little bit boring.
0:13:02 > 0:13:05There's your invoice for your short service...
0:13:05 > 0:13:08What do you think could be done to improve it?
0:13:08 > 0:13:12Um, nicer waiting area, and perhaps when you got here
0:13:12 > 0:13:16to say exactly what they were doing and how long it would take.
0:13:16 > 0:13:18That's a very good point.
0:13:18 > 0:13:21It's been an eye-opening morning
0:13:21 > 0:13:24and the extent of the problems here are far worse than I first feared.
0:13:24 > 0:13:27They'll never generate loyalty from customers
0:13:27 > 0:13:30when the way they look after them is this poor.
0:13:30 > 0:13:32On top of that, the lack of work
0:13:32 > 0:13:35is leaving mechanics standing around idle,
0:13:35 > 0:13:38driving overheads through the roof.
0:13:38 > 0:13:42Jan is trying, but I think the rest of the family need a boot up the business backside.
0:13:42 > 0:13:46It's time to lay down the law with the Lords.
0:13:46 > 0:13:48I gave you a challenge today.
0:13:48 > 0:13:51I think what was missing and what really struck me,
0:13:51 > 0:13:54was that amongst yourselves,
0:13:54 > 0:13:57you're a really charming, engaging family.
0:13:57 > 0:14:02But that doesn't really translate very well to the customer.
0:14:02 > 0:14:05You've got people in your yard, you go up, you say "Hi,
0:14:05 > 0:14:07"can I help, do you know where to go?"
0:14:07 > 0:14:11"This is the way", you know, "Have you had an all right morning?"
0:14:11 > 0:14:13You start engaging with them straight away
0:14:13 > 0:14:15and I felt like that was missing.
0:14:15 > 0:14:19You, I thought, were going to be the exponent of customer service.
0:14:19 > 0:14:22You've got four or five people in that waiting room,
0:14:22 > 0:14:25and you didn't say hello to any of them.
0:14:25 > 0:14:27It was like they didn't exist.
0:14:27 > 0:14:29You've got one chance to make a good impression
0:14:29 > 0:14:31and you blow it and they're gone.
0:14:31 > 0:14:34You can layer it. You can nuance it.
0:14:34 > 0:14:37But that first impression is what counts.
0:14:37 > 0:14:39Second thing is, waiting room.
0:14:39 > 0:14:42You need to make it so it's somewhere where you could
0:14:42 > 0:14:46while away an hour without wanting to slit your wrists in boredom.
0:14:46 > 0:14:49And I know you're doing, and you believe you're doing,
0:14:49 > 0:14:54a good job, but actually you do not come over as special in any way,
0:14:54 > 0:14:58from any other garage that I've been to.
0:14:58 > 0:15:01I know that's a hurtful thing to say because you've worked very hard,
0:15:01 > 0:15:05but this is in your hands to fix.
0:15:05 > 0:15:10You do have some incredible selling points, and I think something
0:15:10 > 0:15:15that should be your unique selling point is your status as a family.
0:15:15 > 0:15:18But we need to work on customer skills and I'm going to find a way to do that.
0:15:21 > 0:15:25We think, as a group, that we portray a good customer service,
0:15:25 > 0:15:28but somebody coming in from the outside,
0:15:28 > 0:15:30telling us that perhaps we're not that special,
0:15:30 > 0:15:34um, yeah, it hurts,
0:15:34 > 0:15:37but it can only be good for us.
0:15:46 > 0:15:49Having hit the family with some home truths
0:15:49 > 0:15:52the first issue I want to address
0:15:52 > 0:15:55is their lacklustre customer service.
0:15:55 > 0:15:59Just six miles down the road is Manchester City Football Club.
0:15:59 > 0:16:03Their clientele includes some of the world's wealthiest,
0:16:03 > 0:16:06so when it comes to customer care,
0:16:06 > 0:16:08it's got to be pitch perfect every time.
0:16:08 > 0:16:10Wow.
0:16:10 > 0:16:13Although this seems like a slightly sideways step for them -
0:16:13 > 0:16:17I mean, this is a football club and they run a garage -
0:16:17 > 0:16:19what I'm really hoping they understand
0:16:19 > 0:16:21is the basics of customer service are the same
0:16:21 > 0:16:23in whatever business you're in.
0:16:23 > 0:16:29And today, head of Man City's hospitality team, Ali Benson-Smith,
0:16:29 > 0:16:34is ready to prove precisely that, with a customer service masterclass.
0:16:34 > 0:16:36What we're going to start by doing
0:16:36 > 0:16:40is we're going to practise with, er, Alex is going to be a guest
0:16:40 > 0:16:43and I'm going to be a guest, and you're going to welcome us
0:16:43 > 0:16:47into the Mancunian restaurant, which is just behind us here.
0:16:47 > 0:16:50- Well, I've never been here before. - Oh, have you not?
0:16:50 > 0:16:53- Well, you are in for a treat, let me tell you that.- Thank you.
0:16:53 > 0:16:57- Can I let you know the washrooms are at either end of the suite? - Thank you.
0:16:57 > 0:17:00First up, it's the boys' turn to show what they can do.
0:17:00 > 0:17:02Can I just seat you here?
0:17:02 > 0:17:04Certainly, thank you very much.
0:17:04 > 0:17:07One of our waiters will be along with you shortly
0:17:07 > 0:17:10to take your order for your drinks and your food.
0:17:12 > 0:17:16Bar, this side, washrooms through there.
0:17:16 > 0:17:20How do I know where my, er, seat is in the stadium?
0:17:20 > 0:17:21I don't know.
0:17:21 > 0:17:22HE LAUGHS
0:17:22 > 0:17:28It was very interesting how the men have all focused on the bar.
0:17:28 > 0:17:31That's obviously... "The bar is there, madam..."
0:17:31 > 0:17:33So, it's a B minus for the boys, but can Nicola and Jan,
0:17:33 > 0:17:36who deal the most with customers, up their game?
0:17:36 > 0:17:39The waiter will be over shortly to take your order for any drinks.
0:17:39 > 0:17:42You'll be able to go and see the match from outside
0:17:42 > 0:17:45and a wine waiter will be with you very shortly.
0:17:45 > 0:17:48- Thank you very much indeed, thank you.- Enjoy your day.
0:17:48 > 0:17:49Some nice bits from everybody.
0:17:49 > 0:17:52"Enjoy your day", which was very nice from you, Jan,
0:17:52 > 0:17:56thank you for that, and again I think the nurturing
0:17:56 > 0:17:58qualities in the ladies are coming to the fore and I think...
0:17:58 > 0:18:02They did pretty well, I think, certainly better than expected.
0:18:02 > 0:18:05But I am quite nervous as to how they will deal with this place
0:18:05 > 0:18:09when it's heaving, full of people.
0:18:09 > 0:18:11I think they're going to struggle a bit.
0:18:11 > 0:18:15It's time to put what they've practised to the test
0:18:15 > 0:18:18as they join the staff on match day.
0:18:18 > 0:18:22It's a big risk for me, taking five people, brand-new, into my team.
0:18:22 > 0:18:25So good morning, ladies and gentlemen.
0:18:25 > 0:18:28Very nice to see you all this morning.
0:18:28 > 0:18:32'People pay a lot of money to come here and have this experience.'
0:18:32 > 0:18:35So we've got to make sure it happens for them.
0:18:35 > 0:18:38I hope you all have an absolutely fabulous day.
0:18:38 > 0:18:40Thank you, ladies and gentlemen. Have a good one.
0:18:40 > 0:18:42ALL: Thank you.
0:18:43 > 0:18:45Eh?
0:18:45 > 0:18:48It feels odd wearing a tie, because I don't normally wear one.
0:18:51 > 0:18:54It's a massive difference to the garage obviously.
0:18:54 > 0:18:56That's a little bit, a little bit daunting.
0:18:56 > 0:18:59Hello, welcome to the Mancunian Suite.
0:18:59 > 0:19:02- If you'd like to come this way. - It's got us talking to people more,
0:19:02 > 0:19:05which is, I'm sure, what it's all about.
0:19:05 > 0:19:08Hello. What name are you booked under?
0:19:08 > 0:19:10'You know, the way we talk to people
0:19:10 > 0:19:13'and just making it that little bit better for them.'
0:19:13 > 0:19:16No problem. This way. Follow me, please.
0:19:16 > 0:19:20I were nervous first thing but I've settled into it. It's all right.
0:19:20 > 0:19:22- Is everything all right for you? - Yes, thank you.
0:19:22 > 0:19:23Brilliant, thank you.
0:19:23 > 0:19:30I can see why, for Alex to bring us to somewhere that's corporate,
0:19:30 > 0:19:35because it does show you how businesses should be run
0:19:35 > 0:19:38and how the attention to detail should be there.
0:19:38 > 0:19:42I was facing the morning with a degree of trepidation, I'm not saying that to be rude.
0:19:42 > 0:19:45I was thinking, how will they bring themselves out of themselves
0:19:45 > 0:19:47and, be able to portray the customer service
0:19:47 > 0:19:49we want to give to our guests.
0:19:49 > 0:19:54So I was absolutely thrilled that they did as well as they did.
0:19:54 > 0:19:56There you go.
0:19:56 > 0:20:00- Score?- 4-1.- 4-1?
0:20:00 > 0:20:02I've had a good day out at a place that I love,
0:20:02 > 0:20:06and learnt something from it. You know, what can be better than that?
0:20:06 > 0:20:08Today's been brilliant.
0:20:08 > 0:20:11I think it's gone really well, and I think all of us
0:20:11 > 0:20:13have been able to take something away from it
0:20:13 > 0:20:15that we can go back and put into the garage.
0:20:15 > 0:20:21The visit to Man City has been a real eye-opener for the family,
0:20:21 > 0:20:24and it's great that Jan can now see
0:20:24 > 0:20:26what good customer service is all about.
0:20:26 > 0:20:30But before she can put what they've learnt into practice,
0:20:30 > 0:20:33I need the family to start taking financial woes more seriously.
0:20:33 > 0:20:37- I've actually got nothing to do now. - Who haven't?- Me.- You never have.
0:20:37 > 0:20:41I think the younger generation in this business are used
0:20:41 > 0:20:44to allowing all the responsibility to rest on Jan and Derek's
0:20:44 > 0:20:49shoulders, and that is something that I've swiftly got to change.
0:20:49 > 0:20:52Jan and Derek are not enough to drive this business forward
0:20:52 > 0:20:55and each of the kids are perfectly capable
0:20:55 > 0:20:58of taking on more responsibility than they are at the moment.
0:20:58 > 0:20:59More than anything else,
0:20:59 > 0:21:03everyone has to be aware about how parlous their finances are
0:21:03 > 0:21:06and the fact that everyone's weight
0:21:06 > 0:21:09has to be brought to bear on solving the problems.
0:21:09 > 0:21:13But if the siblings are to take on more of the burden,
0:21:13 > 0:21:19Jan will need to come clean about just how bad their cash flow problem is.
0:21:19 > 0:21:23You're covering up a kind of great big hole in the foundations,
0:21:23 > 0:21:26which is that you only pay yourself £500 a month.
0:21:26 > 0:21:29- I know, it's terrible. - It's pathetic.- I know.
0:21:29 > 0:21:32I understand that you do it for cash flow reasons.
0:21:32 > 0:21:35I mean, you don't actually have to take the money out,
0:21:35 > 0:21:38but I think on the books you should be paying yourself properly.
0:21:38 > 0:21:42I really always believe that because until you do, you cannot see
0:21:42 > 0:21:45whether a business is truly succeeding or failing.
0:21:45 > 0:21:47Cos what you're doing is masking a problem.
0:21:47 > 0:21:50How long do you think you can go on?
0:21:50 > 0:21:52It doesn't bear thinking about.
0:21:55 > 0:21:59I'd probably stumble across now for the next few months,
0:21:59 > 0:22:04but I don't want that decline to start happening
0:22:04 > 0:22:07and for us not to do anything about it.
0:22:10 > 0:22:13We need to redress it, all of us, to have sat down together,
0:22:13 > 0:22:15and that's something I haven't done.
0:22:15 > 0:22:19I haven't sat them in a room and said, "This is what we're taking,
0:22:19 > 0:22:21"what we're doing, how much we've got in the bank
0:22:21 > 0:22:25"and this is what we need to do." I haven't done that.
0:22:25 > 0:22:28- Everyone needs to do a bit more than they've been doing.- Yeah.- Um...
0:22:28 > 0:22:33- And let's start that today.- OK. - Yeah?- Yeah.- Come on then.
0:22:38 > 0:22:41This last few months have been quite hard, haven't they?
0:22:41 > 0:22:44One thing that has come out of all of it
0:22:44 > 0:22:48is I'm thinking we don't talk to each other as a business
0:22:48 > 0:22:50as often as what we should do.
0:22:50 > 0:22:52Um, the figures that Alex has done with me,
0:22:52 > 0:22:55we're actually working at between 30% and 40% capacity,
0:22:55 > 0:22:59so that's why we've got money problems,
0:22:59 > 0:23:03because yesterday, or today, we've only had six hours' work.
0:23:03 > 0:23:07I've got three mechanics. Doesn't take a mathematician to work out we've only got
0:23:07 > 0:23:11six hours' work in what could be a potential of 21 hours.
0:23:11 > 0:23:14Um, this is the first month
0:23:14 > 0:23:18that I've not been able to pay the rent on this place...
0:23:18 > 0:23:21in all the time that we've been trading.
0:23:21 > 0:23:24We've got to get more people through the door.
0:23:24 > 0:23:29Cos otherwise in three months' time, we're not going to be here.
0:23:30 > 0:23:32You're all very quiet.
0:23:32 > 0:23:34I was going to say, it's late paying it.
0:23:34 > 0:23:38We've got to pay it, but it's the first time that we've been late.
0:23:38 > 0:23:41- Not, we're NOT paying it. - All right, I said the wrong thing.
0:23:41 > 0:23:43No, I'm not saying you've said the wrong thing.
0:23:43 > 0:23:47But we're LATE paying it. We haven't NOT paid it.
0:23:47 > 0:23:50- And we're not, NOT going to pay it.- I'm not saying that...
0:23:50 > 0:23:55- But it did come over a bit that way. - Well, I'm sorry then, I got it wrong.
0:23:55 > 0:23:56What can I say?
0:23:57 > 0:23:59What can I say?
0:24:04 > 0:24:09I just think that was really hard for me to stand there
0:24:09 > 0:24:12and say all that, but I've said the wrong thing, so...
0:24:19 > 0:24:21If we don't do anything,
0:24:21 > 0:24:25three months down the line we could be in trouble.
0:24:25 > 0:24:29You keeping it to yourself all the time isn't helping, is it?
0:24:29 > 0:24:32We should share the responsibility.
0:24:32 > 0:24:36You've kept everything so close to you for so long.
0:24:36 > 0:24:40You know, you told me something five minutes ago you've never told me,
0:24:40 > 0:24:43that it's something that I believe I should have known.
0:24:43 > 0:24:47Like you say, if you want to pass this down to me,
0:24:47 > 0:24:49Adam and Nicki, we need to know this.
0:24:51 > 0:24:54You know, we've been sat there, blissfully unaware.
0:24:56 > 0:24:59I knew the cash turnover wasn't brilliant
0:24:59 > 0:25:02but I had no idea how bad it were.
0:25:02 > 0:25:05Me mam just, she keeps everything on her own shoulders,
0:25:05 > 0:25:06so only she worries about it.
0:25:06 > 0:25:11Doesn't bother us lot with it, which is a bit wrong really.
0:25:11 > 0:25:14She should keep us in the loop on it, say what's going on.
0:25:14 > 0:25:19This is a watershed moment. Everyone now understands the perilous state Guide Bridge is in.
0:25:19 > 0:25:23The air has been cleared, and hopefully now the family can
0:25:23 > 0:25:26all pull together to get this business back on its feet.
0:25:29 > 0:25:35Obviously, key to rescuing any business is increasing the amount of money that it makes.
0:25:35 > 0:25:39To address this I need the family to look at every opportunity possible.
0:25:41 > 0:25:45Jan's been talking to me a lot about the two revenue streams
0:25:45 > 0:25:48that they have here, which are the fleet and the retail side to sales.
0:25:48 > 0:25:52The fleet is the customers that have lots of cars in their pool,
0:25:52 > 0:25:56all of which come to be serviced and looked after here.
0:25:56 > 0:25:59Retail is the customer that has a single car.
0:25:59 > 0:26:02Now, currently they have about 35% of their business
0:26:02 > 0:26:05that is fleet services and 65% which is retail.
0:26:06 > 0:26:08There's room for growth in both those divisions.
0:26:10 > 0:26:13I want the garage to stand out from their competition.
0:26:13 > 0:26:16One USP is that it's run by women,
0:26:16 > 0:26:20which I think makes it attractive to female drivers.
0:26:20 > 0:26:24The family tried a car maintenance scheme for women last year, but let it slip.
0:26:24 > 0:26:27I think this is an idea worth revisiting.
0:26:28 > 0:26:33You came up with the Women At The Wheel course, which is really fantastic.
0:26:33 > 0:26:36You've slightly let it slide, which is a big shame.
0:26:36 > 0:26:39This should be the most female-friendly garage
0:26:39 > 0:26:41in the whole of Greater Manchester,
0:26:41 > 0:26:45and I think the Women At The Wheel course is a good way into this.
0:26:45 > 0:26:47So I'm amazed that none of you have ever done it.
0:26:47 > 0:26:50I obviously haven't done it.
0:26:50 > 0:26:52You've never... None of you have ever changed a tyre?
0:26:52 > 0:26:54- No.- Have you?
0:26:54 > 0:26:57No, which is why I'm going to do this course with you -
0:26:57 > 0:26:59but I don't run a garage,
0:26:59 > 0:27:01I just... That's the difference, right?
0:27:04 > 0:27:07With 14 million women drivers in the UK, there should be
0:27:07 > 0:27:11a large number of local lady customers.
0:27:11 > 0:27:14Time to road-test the course, and my leathers.
0:27:19 > 0:27:21Ahhh.
0:27:21 > 0:27:22THEY LAUGH
0:27:22 > 0:27:25- First things first, oil.- Yes.
0:27:25 > 0:27:30Do you want to pull out your dipsticks...and wipe them with the rag provided?
0:27:30 > 0:27:31Right.
0:27:31 > 0:27:33Stick it back in.
0:27:33 > 0:27:34Wiggle it about a bit.
0:27:34 > 0:27:36Give it a bit of a wiggle.
0:27:36 > 0:27:38And see if it complains.
0:27:38 > 0:27:39Take it back out.
0:27:39 > 0:27:41The maximum is there.
0:27:41 > 0:27:43So you're at the max.
0:27:43 > 0:27:46- So I'm at the max. What's yours on? - I don't know where I'm looking.
0:27:46 > 0:27:48- You should be here.- Yeah.
0:27:48 > 0:27:51- And you're here. Your car needs oil. - Does it?
0:27:51 > 0:27:54And if you were to put oil in, where would you put it in?
0:27:54 > 0:27:56- In there. - We can't put it in there, Mother.
0:27:56 > 0:27:58- No!- We put it in here.
0:27:58 > 0:28:00Oh, right.
0:28:00 > 0:28:05Research shows it's harder for garages to gain women's trust
0:28:05 > 0:28:08but once won, they prove to be more loyal customers than men.
0:28:08 > 0:28:11- Last one...- Yes.- ..is brake fluid.
0:28:11 > 0:28:14This is the one I'm not sure about.
0:28:14 > 0:28:16There's yours, under flap.
0:28:16 > 0:28:18I like to be awkward.
0:28:18 > 0:28:22OK. So that pretty much rounds up the under-bonnets.
0:28:22 > 0:28:24Thank you, sir.
0:28:24 > 0:28:26Right, what next?
0:28:26 > 0:28:29First of all we're going to change a wheel.
0:28:29 > 0:28:32I think this is a brilliant idea, and I'm sure there's
0:28:32 > 0:28:35lots of groups that would be really interested in doing this.
0:28:35 > 0:28:38I mean, I think this is a great thing to do for a hen day out
0:28:38 > 0:28:41or, you know... I'd definitely want my daughter
0:28:41 > 0:28:44to do one of these courses before I sent her off in her car.
0:28:44 > 0:28:47They've had a really good idea. That's what I've got to encourage.
0:28:47 > 0:28:50Did anyone find that useful?
0:28:50 > 0:28:54I did. I didn't even know how to open the bonnet.
0:28:54 > 0:28:57And I... Once I was shown how to open the bonnet,
0:28:57 > 0:28:59I know how to put oil in it.
0:28:59 > 0:29:01It's quite a useful thing to know what to do.
0:29:01 > 0:29:04'And seeing the Guide Bridge ladies in action, I've realised
0:29:04 > 0:29:08'just how unique this opportunity is.'
0:29:08 > 0:29:11OK, first of all, I think the Women At The Wheel idea
0:29:11 > 0:29:14has great legs and you're just not exploiting it.
0:29:14 > 0:29:19So, I'd like you three ladies to teach the Woman At The Wheel course.
0:29:19 > 0:29:23I think it would be much more effective to be taught by a woman.
0:29:23 > 0:29:26Um... And I want you to start selling the idea again.
0:29:26 > 0:29:29I really want this place, I keep on banging on about it but I want this
0:29:29 > 0:29:32to be the place that women feel incredibly comfortable.
0:29:32 > 0:29:37I think this is a real gap in the market that you guys
0:29:37 > 0:29:39are perfectly situated to fill.
0:29:40 > 0:29:45The first Women At The Wheel, the ladies, they will be hilarious.
0:29:45 > 0:29:49It should be interesting to watch. Apparently we've got to be on hand in case it goes tits up.
0:29:49 > 0:29:50Goes wrong!
0:29:50 > 0:29:52Just in case it goes wrong, he means.
0:29:52 > 0:29:53- Tits up.- Yeah.
0:29:53 > 0:29:58'Next, I want to turn our attention to the garage's corporate custom,
0:29:58 > 0:30:00'known in the trade as fleet work.
0:30:00 > 0:30:05'It pays less than retail trade but it's steady and guaranteed.'
0:30:05 > 0:30:06Philip, I believe.
0:30:06 > 0:30:08Alex.
0:30:08 > 0:30:10Hello, very nice to meet you.
0:30:10 > 0:30:14'The garage faces regular inspection by the company supplying
0:30:14 > 0:30:17'this side of the business, and network manager Phil Todd happens to
0:30:17 > 0:30:20'be making one of his visits at the same time as me.'
0:30:20 > 0:30:24- We've been feeding them with our fleet work now for about 18 months. - Yeah.
0:30:24 > 0:30:28And during that 18 months each of the jobs that we have
0:30:28 > 0:30:33- commissioned them to do has been monitored and measured for quality. - Yeah.
0:30:33 > 0:30:36And it's the consistency in that quality that we look for
0:30:36 > 0:30:38in customer service levels,
0:30:38 > 0:30:42technical capabilities, the technical equipment that they carry.
0:30:42 > 0:30:43We can help raise them
0:30:43 > 0:30:47to what we call our classic approved status.
0:30:47 > 0:30:50Which essentially will bring them
0:30:50 > 0:30:56possibly quadruple as much business as they've been doing with us in the last 18 months, in the next year.
0:30:56 > 0:31:00Is there any area in which you think that I could help chivvy them along
0:31:00 > 0:31:02or encourage them to accomplish something?
0:31:02 > 0:31:04Or achieve a certain standard?
0:31:04 > 0:31:06What we look for, essentially,
0:31:06 > 0:31:09and please excuse the French in this terminology but I er...
0:31:09 > 0:31:12I tend to like to use acronyms, but I look for the SHIT in people.
0:31:12 > 0:31:16Sincerity, Honesty, Integrity and Trust.
0:31:16 > 0:31:18That's what... That's how I can remember it essentially.
0:31:18 > 0:31:20Yeah, yeah, yeah.
0:31:20 > 0:31:23Using the acronym. And that's really the first impressions
0:31:23 > 0:31:26I look for when I'm inspecting a garage. It's a people business.
0:31:26 > 0:31:31So I suppose what you're really saying is you need me to help them get their "SHIT" together.
0:31:31 > 0:31:36LAUGHS Yes! In a way! Exactly.
0:31:36 > 0:31:39An increase in fleet work could potentially save this business,
0:31:39 > 0:31:43and Phil has even laid out exactly what the family need to do
0:31:43 > 0:31:45in order to up their status.
0:31:46 > 0:31:48The upgrade is really important here.
0:31:48 > 0:31:51Of course we've been tackling customer service but we need
0:31:51 > 0:31:55to up their game on every level and part of that is the first impression
0:31:55 > 0:31:59the customer receives when they arrive at the garage.
0:31:59 > 0:32:02I need to help them with this, but it's very important they tackle it.
0:32:06 > 0:32:08OK, first things first.
0:32:08 > 0:32:12I touched on the report from Phil but I want us to go into it in a bit more detail.
0:32:12 > 0:32:19A lot of, of what it contains, has directly to do with Adam and Gareth and the way that the garage works
0:32:19 > 0:32:23and I would like you to make sure that you read it, both of you.
0:32:23 > 0:32:26Because I would like to try really hard and make sure the accreditation
0:32:26 > 0:32:30to the next level for fleet services happens while I'm with you.
0:32:30 > 0:32:35This is bloody important for your futures.
0:32:35 > 0:32:37So.. These are Phil's words, not mine, yeah?
0:32:37 > 0:32:40"Succeeding in business is not rocket science.
0:32:40 > 0:32:45"It's about focusing on providing the customer with the best service money can buy.
0:32:45 > 0:32:51"The important thing is the general untidiness of the workshop isn't professional enough."
0:32:52 > 0:32:54"It could be addressed without major expenditure,
0:32:54 > 0:33:00"which would enhance professionalism and create a better working environment.
0:33:00 > 0:33:04"Branded workwear and uniforms should always be worn."
0:33:04 > 0:33:07So, you've got them, but you don't always all wear them.
0:33:07 > 0:33:09There's no uniformity.
0:33:09 > 0:33:13At the end of the day this is something that I endorse
0:33:13 > 0:33:16but I want everyone to be involved.
0:33:16 > 0:33:20I honestly think that the more information you give the boys too,
0:33:20 > 0:33:24the more that they understand what's on the line, the more they know
0:33:24 > 0:33:29what you have to do to succeed, the more involved everyone feels in it.
0:33:29 > 0:33:31Otherwise it is just a job.
0:33:31 > 0:33:34I have been guilty of that and I know I've been guilty.
0:33:34 > 0:33:37I have shielded them from an awful lot.
0:33:38 > 0:33:42What worries me, if they're not capable then of carrying that on,
0:33:42 > 0:33:43what's been the point?
0:33:45 > 0:33:48So I have just about another month left with you and in that time,
0:33:48 > 0:33:52if I can make sure that I can get Phil back to kick you up
0:33:52 > 0:33:55that extra gear, to bring you in that extra business,
0:33:55 > 0:33:57I will bust a gut to do it.
0:33:57 > 0:34:00But I expect that to be responded to by you guys,
0:34:00 > 0:34:04by spending every spare minute doing something to improve the place.
0:34:04 > 0:34:08If your hands aren't busy with one job they should be busy with another.
0:34:08 > 0:34:11# Take out the papers and the trash... #
0:34:11 > 0:34:14If the Lords are to receive a fleet status upgrade
0:34:14 > 0:34:18and establish themselves as Manchester's most female-friendly garage,
0:34:18 > 0:34:22then their filthy workplace is going to need some serious finessing.
0:34:22 > 0:34:24# Yakety yak - don't talk back... #
0:34:24 > 0:34:28And it's here I want to see Gareth and Adam take the lead.
0:34:28 > 0:34:31I don't mind tidying up.
0:34:31 > 0:34:35It's just that no-one ever keeps it tidy, so I don't see the point.
0:34:35 > 0:34:37If you tidy up and you spend three hours tidying up
0:34:37 > 0:34:40and then about five minutes later it's a mess.
0:34:40 > 0:34:43It'd be a lot easier if everyone tidied up as they went along.
0:34:43 > 0:34:46- Adam.- What is it?
0:34:46 > 0:34:47- That's yours, innit?- Yeah.
0:34:47 > 0:34:49- Does it work?- Yeah. - Do you want it?- Yeah.
0:34:49 > 0:34:51Where do you want it putting?
0:34:51 > 0:34:54I thought that drawer were a good place, out the way.
0:34:57 > 0:34:59It's all good because it means more work.
0:34:59 > 0:35:03More work means more money. More money means more money in my pocket.
0:35:05 > 0:35:09So Gareth's taking the clean-up seriously. But Adam clearly isn't.
0:35:09 > 0:35:10I'm going home.
0:35:12 > 0:35:15I started this morning at a quarter past eight.
0:35:15 > 0:35:20I didn't technically have a dinner. Technically. I did, but I technically didn't.
0:35:20 > 0:35:23I'd been to a customer's house at eight o'clock this morning.
0:35:23 > 0:35:25Got here at twenty-ive to.
0:35:25 > 0:35:29- Right, do you want a badge?- Yes.
0:35:29 > 0:35:33But for Gareth, his brother's lax attitude is no laughing matter.
0:35:33 > 0:35:37The thing that annoys me the most is when I'm busy and he's not.
0:35:37 > 0:35:38And he doesn't offer to help.
0:35:38 > 0:35:44You know...he'll make his, whatever work he's got last him all day.
0:35:44 > 0:35:45And watch us being busy.
0:35:45 > 0:35:48But no, he won't offer to give us a lift.
0:35:48 > 0:35:51He'll just make his work last him.
0:35:51 > 0:35:53He's mastered that. It's down to a fine art.
0:35:53 > 0:35:58He comes in here about half past eight, twenty to nine,
0:35:58 > 0:36:01and he just walks in when everything's done.
0:36:03 > 0:36:06- It does Gareth's head in, that. - Can I go home?- No, you can't.
0:36:08 > 0:36:11It's in Adam's interest to try and save this business,
0:36:11 > 0:36:14and I can't believe he's still not bucking up his ideas.
0:36:14 > 0:36:16No, won't work.
0:36:16 > 0:36:19I think Jan's little boy is due a serious wake-up call.
0:36:25 > 0:36:28MOBILE RINGS
0:36:28 > 0:36:30- Hello.- Hi, naughty, how are you?
0:36:30 > 0:36:32'I'm OK. How are you?'
0:36:32 > 0:36:36- You a bit nervous about what I'm going to tell you?- A little bit.
0:36:36 > 0:36:41OK. I am going to send you off to the Lowry Hotel in Salford.
0:36:41 > 0:36:44- As you know, that's one of my family's hotels, Adam.- OK.
0:36:44 > 0:36:48I'm going to put you in the conference and banqueting division.
0:36:48 > 0:36:49OK.
0:36:49 > 0:36:55- There's a real Tartar at the head of it who is an absolute perfectionist. - OK.
0:36:55 > 0:36:59Who will look very ill on you if you time-waste or delay.
0:36:59 > 0:37:03And who will teach you, I hope, some valuable lessons -
0:37:03 > 0:37:05and it's not just a day, it's going to be a whole week of it
0:37:05 > 0:37:08'because I'm sure even you can be good for a day.
0:37:08 > 0:37:10'I think the real test will be
0:37:10 > 0:37:12'whether you can keep it up for seven days.'
0:37:12 > 0:37:14Seven?!
0:37:14 > 0:37:17- You won't let me down, Adam, will you?- Would I let you down?
0:37:17 > 0:37:20Yes, you might, but I'd rather that you didn't.
0:37:20 > 0:37:23The... OK, thanks very much.
0:37:23 > 0:37:24OK? All right, darl.
0:37:24 > 0:37:27- Oh, no. - JAN LAUGHS
0:37:27 > 0:37:31I think it's brilliant. I think it'll do you the world of good, Adam.
0:37:31 > 0:37:34- Yeah, but the guy's a perfectionist. - Yeah, absolutely.
0:37:34 > 0:37:38And he's going to get me and just go sick at me, probably.
0:37:38 > 0:37:41Yes! When your dad goes sick at you you just ignore him,
0:37:41 > 0:37:46carry on and do whatever you're doing and then think, perhaps I've just been shouted at.
0:37:46 > 0:37:50But this is somebody going sick at you from an outside perspective.
0:37:50 > 0:37:54It's going out there, being good for a week and then carrying that,
0:37:54 > 0:37:57that what you've learnt in that environment, to bring it back here
0:37:57 > 0:38:00to make this place better, that's the whole idea of it.
0:38:00 > 0:38:01OK.
0:38:01 > 0:38:02Ohh...
0:38:04 > 0:38:08Adam will spend the next seven days and nights working here,
0:38:08 > 0:38:10the first five-star hotel in Manchester.
0:38:13 > 0:38:17I want to open his eyes to life in the real world, working for a boss
0:38:17 > 0:38:21who's not his mother and who won't stand for any shenanigans.
0:38:21 > 0:38:24I've asked the hotel to basically whip him into shape.
0:38:24 > 0:38:25It's my version of a boot camp.
0:38:25 > 0:38:27- I'm Adam.- I'm Helen, welcome.
0:38:27 > 0:38:32I'm nervous about putting Adam, who is charming but really quite lazy
0:38:32 > 0:38:38and manages to weasel out of everything, into my family's hotel.
0:38:38 > 0:38:40Oh... I can only hope.
0:38:40 > 0:38:45- Adam, I'll introduce you to Robert. He'll work with you this afternoon, put you through your paces.- My boss.
0:38:45 > 0:38:47- He'll be your boss this evening. - How are you?
0:38:47 > 0:38:49Adam, welcome to the Lowry Hotel.
0:38:49 > 0:38:52It's quite a military operation.
0:38:52 > 0:38:56It's synchronised service, and if it's done right it looks fantastic.
0:38:56 > 0:38:58- OK. - Yeah, and if it's not right, it's...
0:38:58 > 0:39:01- Looks a mess.- It looks a mess. - Yeah, so no pressure.
0:39:06 > 0:39:11- Think of that table as a clock.- OK. - OK. So that is obviously your twelve o'clock position.
0:39:11 > 0:39:13- Oh, a clock!- Yeah. - A clock, I get you, go on.
0:39:16 > 0:39:19I'm not trying to turn Adam into a waiter...
0:39:19 > 0:39:24- You will have two plates. One plate goes down from the right-hand side. OK?- Yeah.
0:39:24 > 0:39:29..I just want Robert to focus on drumming a work ethic into him.
0:39:29 > 0:39:32- So I'm here.- Yeah.
0:39:32 > 0:39:34I do, bang, do.
0:39:34 > 0:39:39No, you always put them down from the right. Plate goes down from the right, you move,
0:39:39 > 0:39:43plate into your right-hand side and down. OK?
0:39:43 > 0:39:45Yes.
0:39:45 > 0:39:50Do not leave the kitchen or do not leave this area until I say, "Go."
0:39:50 > 0:39:52- OK.- OK?
0:39:52 > 0:39:56It's down in the right, then left. It's all in here.
0:39:56 > 0:39:58Silver service, working to your left.
0:39:58 > 0:40:02OK? So you're serving your bread here.
0:40:02 > 0:40:07Doing this table I would really like it done, Adam, in ten minutes, so, yeah, you need to move yourself.
0:40:07 > 0:40:11- There's quite a few glasses, isn't there?- Two minutes, Adam.
0:40:11 > 0:40:16Already? That's the fastest two minutes in the world, that, then.
0:40:16 > 0:40:18Jesus Christ.
0:40:19 > 0:40:22I'm in no doubt this will be the toughest week's work young Adam
0:40:22 > 0:40:24has ever faced.
0:40:24 > 0:40:27Adam, you've been here 18 minutes now, I said it was ten.
0:40:27 > 0:40:28OK, I'm trying.
0:40:28 > 0:40:31We've got another 25 tables to do.
0:40:32 > 0:40:36Hopefully it should go all right and I won't get meself fired
0:40:36 > 0:40:38on me first day, so...
0:40:39 > 0:40:42End up with some guy with soup all over his lap. So...
0:40:42 > 0:40:47Just needs an MOT tester's touch, don't it? Perfection in there.
0:40:47 > 0:40:50He's a bit cocky, isn't he, do you know what I mean?
0:40:50 > 0:40:52I think... I need to sort him out later on.
0:40:52 > 0:40:55Whenever we start doing the service, then he'll start to sweat.
0:40:55 > 0:40:59Bit of a mark in that glass, Adam. Yeah? Disappointed.
0:40:59 > 0:41:02If I was working in the garage I'd be at home by now,
0:41:02 > 0:41:04polishing me own glass.
0:41:04 > 0:41:07While Adam ponders the polishing...
0:41:07 > 0:41:11I'm hitting a local shopping centre with the ladies.
0:41:11 > 0:41:14I want us to promote the Women At The Wheel course we'll be
0:41:14 > 0:41:17relaunching in two weeks' time.
0:41:17 > 0:41:21We're going to get women in the garage, and women are going to show women how to change tyres.
0:41:21 > 0:41:23How to change tyres?
0:41:23 > 0:41:27Do you think that's something you might be interested in, friends and family?
0:41:27 > 0:41:29They always should have leaflets in their bag.
0:41:29 > 0:41:34Everywhere they go, each day, they should be handing out leaflets, telling people what they do.
0:41:34 > 0:41:38And that's what we're trying to promote, a female-friendly garage to make females feel comfortable.
0:41:40 > 0:41:44'I think my outlook has changed since Alex has been here.
0:41:44 > 0:41:47'I was probably a bit like Gareth and Adam in the way that
0:41:47 > 0:41:50'if we're OK at the minute, why... why do anything?
0:41:50 > 0:41:54'The penny's dropped now, I think. I can see why,
0:41:54 > 0:41:58'rather than just thinking of us as, like, a little garage,
0:41:58 > 0:42:01'I know that if we work then you WILL be better.
0:42:01 > 0:42:05'You can't drag people off the street,
0:42:05 > 0:42:07'but you can do your damnedest to get them in.'
0:42:07 > 0:42:10- Give us a ring and we'll book you in.- Yeah, definitely.
0:42:10 > 0:42:12All right, thank you.
0:42:18 > 0:42:21Back at the hotel, a sea of well-heeled guests
0:42:21 > 0:42:25are arriving for Adam's first full night in service.
0:42:25 > 0:42:27- I'm- BLEEP- my pants now.
0:42:28 > 0:42:29Let's go.
0:42:29 > 0:42:33They've paid for the very best, and will be expecting
0:42:33 > 0:42:36even the simplest things to be perfectly presented.
0:42:36 > 0:42:40- Would you like a bread roll, sir? - Er, yes please, white please.
0:42:40 > 0:42:42I've not got a...
0:42:42 > 0:42:44Use your fingers, I'm not fussed.
0:42:44 > 0:42:46- There you go.- Thank you.
0:42:46 > 0:42:48Would you like one, madam?
0:42:48 > 0:42:52OK, let's go. Let's make it good.
0:42:52 > 0:42:54Adam's clearly having to work hard,
0:42:54 > 0:42:58and a week of this should send him back to the garage a better man.
0:42:58 > 0:43:03One main, please. OK, one steamed fish, one veg.
0:43:03 > 0:43:06'I am knackered, to be honest.'
0:43:06 > 0:43:12I'm not used to finishing at 10:30, so after a week I think it'll...
0:43:12 > 0:43:15I think it's a few skills that aren't going to go amiss,
0:43:15 > 0:43:19and just, you know, following instructions and all that stuff.
0:43:19 > 0:43:21I think it'll be worthwhile.
0:43:29 > 0:43:32With their youngest in boot camp,
0:43:32 > 0:43:35and the push for new punters well under way,
0:43:35 > 0:43:40the Lords can now turn their attention to revamping this place.
0:43:41 > 0:43:42Mind your back.
0:43:44 > 0:43:47I've had three Weetabix this morning, we all have.
0:43:52 > 0:43:56We've got a lot of work to do yet. We're not, we're not home and dry yet.
0:43:56 > 0:43:57But, um, it's looking good.
0:43:57 > 0:44:01I'm really quite pleased with it, getting quite excited about it.
0:44:10 > 0:44:15A week later, and Adam's time at my uncle's hotel is up.
0:44:15 > 0:44:18I'm here to see if seven days of hard work and discipline
0:44:18 > 0:44:20have left their mark on him.
0:44:22 > 0:44:24- Hello, hello.- Hello.
0:44:24 > 0:44:26Mr Cousins, how are you? How has he done?
0:44:26 > 0:44:28He hasn't done too bad.
0:44:28 > 0:44:30I mean, his timekeeping was spot on.
0:44:30 > 0:44:33Er, the only... My pet gripe would be
0:44:33 > 0:44:35hands in his pockets, you know.
0:44:35 > 0:44:38I did catch him one time, er, leaning against the wall,
0:44:38 > 0:44:40so that wasn't the best.
0:44:40 > 0:44:46And another time we, we caught him eating an apple in the er, in the cloakroom, which is a no-no.
0:44:46 > 0:44:50- Yeah.- But other than that, you know, I think he's done extremely well.
0:44:51 > 0:44:52Good!
0:44:52 > 0:44:58Hopefully you've learnt a few skills here that are now going to be translatable to Guide Bridge MOT.
0:44:58 > 0:45:00Yes, it's been an eye-opener.
0:45:00 > 0:45:02- Has it?- Yeah.
0:45:02 > 0:45:04How the real world works.
0:45:04 > 0:45:07- Cos I was in a, I was in a nice little bubble.- Yeah.
0:45:07 > 0:45:08At my place.
0:45:08 > 0:45:09Well, you got a good report card.
0:45:09 > 0:45:13- A-plus? Well, maybe a B-plus, B-plus?- B-plus, I would suggest.
0:45:13 > 0:45:18- Let's not get ahead of ourselves. - Let's... Exactly darling, well done.
0:45:20 > 0:45:24So we now have, hopefully, a new and improved Adam,
0:45:24 > 0:45:28but do we also have a new and improved garage to go with him?
0:45:29 > 0:45:34To say it's only like a few bits of wood, a floor and,
0:45:34 > 0:45:37and paintwork that we've done, it's just transformed it.
0:45:37 > 0:45:39Totally different to what it was before.
0:45:39 > 0:45:42- I just hope she likes it. I can't wait to see her face.- Yeah.
0:45:47 > 0:45:50Hello!
0:45:50 > 0:45:54Wow. Gosh, this is a step up in the world, isn't it?
0:45:54 > 0:45:57Very pretty, isn't it?
0:45:57 > 0:46:00My goodness, darling, it's so light.
0:46:00 > 0:46:01What do you think?
0:46:01 > 0:46:07I really, really, really, really, really like it. I love it.
0:46:07 > 0:46:10It looks very professional.
0:46:10 > 0:46:15'This is great. A very clear price list - reassuring for the customer -
0:46:15 > 0:46:17'a clean and comfortable waiting area,
0:46:17 > 0:46:21'a family tree proudly marking out this company as a family business.
0:46:21 > 0:46:25'There's even a coffee machine. Very appealing.'
0:46:26 > 0:46:27Hello, darling!
0:46:27 > 0:46:32Mwah. This looks fantastic.
0:46:32 > 0:46:33Very good.
0:46:33 > 0:46:35- Are you pleased?- Very pleased.- Yeah?
0:46:35 > 0:46:37Very pleased. It's looking really well.
0:46:37 > 0:46:39So smart, and the office looks great,
0:46:39 > 0:46:43but the office and this together I think just raises up
0:46:43 > 0:46:46the whole game of Guide Bridge MOT, I really do.
0:46:46 > 0:46:49I'm really happy with it. You know, let's hope, fingers crossed,
0:46:49 > 0:46:52that you get this fleet service upgrade - but even if you do
0:46:52 > 0:46:57you'll be periodically checked to whether you can keep it or not. So it's quite important that we...
0:46:57 > 0:47:01- Yeah.- You know, that we do actually, you know, keep on the right course.
0:47:01 > 0:47:02- We'll keep it up.- Yeah?
0:47:02 > 0:47:04I've managed this morning.
0:47:04 > 0:47:06- Yeah, I know. - I've done bits of work this morning.
0:47:06 > 0:47:10Immaculate, darling. You could eat your dinner off this floor.
0:47:11 > 0:47:16This, I think, just makes a huge difference to the first impression you give to people.
0:47:16 > 0:47:19- It looks good. It looks a lot more professional.- Yeah.
0:47:19 > 0:47:25All I've got to try and make sure is that you get some more customers now because you are ready for them.
0:47:25 > 0:47:27Ready and waiting now.
0:47:27 > 0:47:32Let's pray that you've done enough to get your fleet service upgrade.
0:47:32 > 0:47:34Bring it on. ALEX LAUGHS
0:47:38 > 0:47:41The facelift has been finished in the nick of time,
0:47:41 > 0:47:45as Phil Todd from the Fleet Support Group is back to see
0:47:45 > 0:47:47if the garage has managed to make the grade.
0:47:47 > 0:47:50This was one of the main problems to start with.
0:47:50 > 0:47:54There was dirty oil filters and dead batteries lying about
0:47:54 > 0:47:57- all over the place and it was, it was, ohh, frightening! - HE LAUGHS
0:47:57 > 0:48:00But major improvement there.
0:48:00 > 0:48:05The actual pass will mean probably a rise between two to three times
0:48:05 > 0:48:09of business that they have now, so it's quite substantial.
0:48:09 > 0:48:11- It is still a bit of a mess, Phil. - A bit of a mess.
0:48:11 > 0:48:13- But we're getting there.- Yes.
0:48:13 > 0:48:17There's a lot of crap in there that needs to be thrown out quickly.
0:48:17 > 0:48:20It is an area that can help improve your business,
0:48:20 > 0:48:23by managing your stock properly.
0:48:23 > 0:48:26At the moment it's a disaster area.
0:48:26 > 0:48:28- It's better.- It's better than it was.
0:48:28 > 0:48:31But it's a, it's just a slight disaster area.
0:48:31 > 0:48:33- But it doesn't tick all the boxes, not yet.- No.
0:48:35 > 0:48:36They have to perform, though.
0:48:36 > 0:48:39There's too much at stake, there's too much to lose.
0:48:39 > 0:48:42But the family will have to wait before they find out
0:48:42 > 0:48:46whether Phil's impressed enough to upgrade their status.
0:48:48 > 0:48:51It's my last day with the Lords.
0:48:51 > 0:48:54The family have taken over a local race track and are laying on
0:48:54 > 0:48:58a promotional extravaganza for customers old and new.
0:48:58 > 0:49:03Coming up in the car I was a little bit feeling sick with nerves.
0:49:03 > 0:49:06Um... I think it's because I need to know everything that's going on,
0:49:06 > 0:49:12and at the minute there's stuff going on that I'm not too sure about, so I'm totally out of my comfort zone.
0:49:14 > 0:49:16It's a huge day for the family,
0:49:16 > 0:49:19who are preparing two marquees to showcase the business.
0:49:19 > 0:49:23The first will house Jan, Lindsey, and the Women At The Wheel course.
0:49:23 > 0:49:24Easy peasy lemon squeezy.
0:49:24 > 0:49:26And at the pit stop...
0:49:26 > 0:49:28Pit stop!
0:49:28 > 0:49:32..Gareth and Adam will be dishing out free winter health checks for all comers.
0:49:32 > 0:49:34I am hoping that people will turn up, yeah.
0:49:34 > 0:49:37I mean, the weather has been atrocious, so I'm just hoping
0:49:37 > 0:49:40that people will make that little bit of an effort and turn up.
0:49:40 > 0:49:44Thankfully, I can guarantee the Lords at least one
0:49:44 > 0:49:45top-of-the-range customer.
0:49:45 > 0:49:48- It's Alex and a Ferrari!- Whoooooo.
0:49:48 > 0:49:51A nice way to arrive, isn't it?
0:49:51 > 0:49:54- Hi.- Hi. Do you all know what you're going to be doing?
0:49:54 > 0:49:57- Yes.- Yeah?- Yeah.- Yeah.
0:49:57 > 0:49:59- You're confident?- Yes.- Yep.
0:49:59 > 0:50:02- Are you excited?- Yes.- Yes.- Yeahhhhh!
0:50:04 > 0:50:08The driving ambition for the day is to boost the garage's customer base
0:50:08 > 0:50:11and proudly show off its all-new female-friendly focus.
0:50:11 > 0:50:15And later, I'll be getting the news on whether the family have received
0:50:15 > 0:50:20the all important upgrade from the Fleet Support Group inspection.
0:50:20 > 0:50:23If they have, it will mean a huge injection of revenue every month.
0:50:23 > 0:50:27We've worked really hard over the last couple of months and,
0:50:27 > 0:50:30for me now we need to... It's the end of the process
0:50:30 > 0:50:35so it's, um... I think we'll get a lot out of it.
0:50:38 > 0:50:42But first, I need the family to put everything they've got
0:50:42 > 0:50:45into making the track day a huge success.
0:50:49 > 0:50:52The fleet work may be crucial, but their bread and butter customers
0:50:52 > 0:50:56will keep this company ticking over.
0:50:56 > 0:51:00We're ready to do the Women At The Wheel course. So I'll come round and give everybody a clipboard
0:51:00 > 0:51:04and explain what we're going to do before we start.
0:51:07 > 0:51:09In the Women At The Wheel tent, Lindsey and Jan
0:51:09 > 0:51:13are already playing to a packed house, including Ali Benson-Smith
0:51:13 > 0:51:16taking a day off from hspitality at Man City to attend.
0:51:16 > 0:51:20It's longer than I thought it was going to be.
0:51:21 > 0:51:24They're really engaging with all the ladies here, to make sure
0:51:24 > 0:51:25that we're understanding every step.
0:51:25 > 0:51:28They're not marching on and saying do this, do that.
0:51:28 > 0:51:32They're making sure that everybody is up to speed, which is really nice.
0:51:32 > 0:51:35Lindsey and Jan are being really charming
0:51:35 > 0:51:38and it's very easy to warm to them.
0:51:38 > 0:51:41I see even the women who were rather nervous about embarking
0:51:41 > 0:51:44on this course, very quickly relaxing.
0:51:48 > 0:51:52- Well done! Straight off. - How easy was that?
0:51:52 > 0:51:55You never know when you'll be stranded with no choice but to do it yourself.
0:51:55 > 0:51:58Changing the wheel, I got a lot of confidence out of that
0:51:58 > 0:52:02cos although I'd done it before, I'm even more confident now
0:52:02 > 0:52:04that I know what I'm doing.
0:52:04 > 0:52:09It's something that I will definitely consider doing, yeah.
0:52:09 > 0:52:16Across the track, Adam and Gareth put their scrubbed-up customer service skills into practice.
0:52:16 > 0:52:19Just got the start of your auxiliary belt,
0:52:19 > 0:52:22just starting to fray on the edge here.
0:52:22 > 0:52:25Today's a great experience for people to come here,
0:52:25 > 0:52:30and get their cars checked over, it's fantastic.
0:52:30 > 0:52:34- Right, you've done the Women At The Wheel course, where do I put screen wash?- In there.
0:52:34 > 0:52:37- Well done.- So we take that off... - You were paying attention.
0:52:37 > 0:52:41- I was.- So I shall leave you one of those and a copy of our leaflet.
0:52:41 > 0:52:44- Brilliant.- And come and see us. - OK, thank you very much.- Beautiful.
0:52:44 > 0:52:49With 25% off that's even better. Might go and get my next MOT there.
0:52:49 > 0:52:52At the end of the day more work coming through the door
0:52:52 > 0:52:54is what Alex set out at the start to do.
0:52:54 > 0:52:59And she's achieved a better customer service from us all.
0:52:59 > 0:53:04So I can't see now why we can't become
0:53:04 > 0:53:06a much more successful business, to be honest.
0:53:06 > 0:53:09The heavens may have opened
0:53:09 > 0:53:12but the weather hasn't dampened their spirits.
0:53:12 > 0:53:16The event is going down a storm. The track is buzzing and the whole team are embracing
0:53:16 > 0:53:22every opportunity for promotion, from flyers to interviews with the press.
0:53:22 > 0:53:24- All right to give you that?- Yes.
0:53:24 > 0:53:28It's running throughout all December. It's 25% off all services,
0:53:28 > 0:53:30off all makes and all models.
0:53:30 > 0:53:35Jan even finds time between courses to hitch a ride on a hot lap.
0:53:35 > 0:53:38ENGINE ROARS
0:53:47 > 0:53:48That was awesome! DEREK LAUGHS
0:53:48 > 0:53:52Awesome. It was brilliant!
0:53:55 > 0:53:56It's been an amazing day,
0:53:56 > 0:53:59with lots of potential new customers signed up.
0:53:59 > 0:54:04But I've gathered the family together, as the decision on the fleet work upgrade has arrived.
0:54:04 > 0:54:07There's so much riding on it, I just hope that it's the news
0:54:07 > 0:54:09the family have been waiting for.
0:54:12 > 0:54:14Yeahhhh!
0:54:14 > 0:54:16Yeahhh, we done it!
0:54:16 > 0:54:20'The garage HAS been upgraded to Classic Fleet Work status.
0:54:20 > 0:54:23'It will mean a huge increase in their corporate work.'
0:54:23 > 0:54:27All those weekends painting, everything, well done all of you.
0:54:27 > 0:54:31'Absolutely over the moon.'
0:54:31 > 0:54:33We've worked so hard for it, and to get it today,
0:54:33 > 0:54:37is just the icing on the cake. I can see Jan's so happy about it.
0:54:37 > 0:54:40And owt that keeps her happy keeps her off me back,
0:54:40 > 0:54:42so...everything's all right.
0:54:42 > 0:54:43HE LAUGHS
0:54:43 > 0:54:46- Well done.- Thank you.
0:54:48 > 0:54:49Absolutely brilliant.
0:54:49 > 0:54:53It's good your hard work's been recognised, darling. I think that's really encouraging.
0:54:53 > 0:54:57- Yeah.- It does show it's worthwhile going that extra mile, doesn't it?
0:54:57 > 0:54:58Mmm.
0:55:05 > 0:55:09What a fantastic day. There's been so much support.
0:55:09 > 0:55:13There's been a fantastic turnout. Just look at all these cars.
0:55:13 > 0:55:18It's a sight to gladden even a non-car enthusiast like me.
0:55:18 > 0:55:21Hopefully they'll have got some new business. They've plenty to celebrate too -
0:55:21 > 0:55:26not only the makeover of the garage, which is fantastic, but also the amazing news
0:55:26 > 0:55:31that they've gone up a gear with their fleet service contract award.
0:55:32 > 0:55:35So I feel like my job here is done.
0:55:38 > 0:55:41INAUDIBLE
0:55:44 > 0:55:46On my first visit to you I said that I thought that
0:55:46 > 0:55:50although you were a very nice family, you didn't have anything
0:55:50 > 0:55:53really special about your garage and I would like to take that back now.
0:55:53 > 0:55:56I think that you do and you are really special,
0:55:56 > 0:56:01and you deserve every bit of the success I'm sure is coming your way.
0:56:01 > 0:56:04You know, I'm incredibly proud of all of you and you've done a great job,
0:56:04 > 0:56:08you've worked really hard and you deserve all of your success.
0:56:08 > 0:56:11You brought us up on a ladder, took us up two or three rungs,
0:56:11 > 0:56:16and now it's up to us to get the rest of the rungs up the ladder
0:56:16 > 0:56:18and I feel that we can achieve that.
0:56:18 > 0:56:23- Good.- Thank you.- Pleasure darling, it's been an absolute pleasure working with you all.
0:56:27 > 0:56:30It's given the kids the standard now of what they need.
0:56:30 > 0:56:35It's their, this is their inheritance and now we've given them
0:56:35 > 0:56:38the opportunity to really make something for themselves.
0:56:45 > 0:56:48- Six weeks on... - Guide Bridge MOT and Service?
0:56:48 > 0:56:51..and the garage seems to have shifted into top gear.
0:56:51 > 0:56:53The business has changed in a lot of ways.
0:56:53 > 0:56:57We approach and treat customers a lot differently
0:56:57 > 0:56:58than what we used to do.
0:56:58 > 0:57:03105.95 plus your MOT, which is 145.95.
0:57:03 > 0:57:05The menu of servicing's brilliant.
0:57:05 > 0:57:07I do like that very much.
0:57:07 > 0:57:10We had a lady come in, in between Christmas and New Year,
0:57:10 > 0:57:13and her comments were it was nice and clean and fresh and bright and welcoming.
0:57:13 > 0:57:17And she said, "I know that by looking at this, you'll look after my car."
0:57:17 > 0:57:20And for me that sort of like was the icing on the cake.
0:57:20 > 0:57:24Feedback is good on all the improvements...
0:57:24 > 0:57:28The garage is running a lot smoother. A lot more communication going on.
0:57:28 > 0:57:30Right, do you want to bring it back up for me?
0:57:30 > 0:57:33They've got a pride about themselves now.
0:57:33 > 0:57:37Even down to - a customer comes in the car park, one of them'll go out.
0:57:37 > 0:57:42We all feel a lot more confident now than, than ever before.
0:57:42 > 0:57:46Me mam, she does tell us a lot more of what's going on.
0:57:46 > 0:57:49Um, you know, week by week what's happening,
0:57:49 > 0:57:51what we've done in the week.
0:57:51 > 0:57:53To me now, this is the end now.
0:57:53 > 0:57:56We've hit that, the foundations are in and we're ready to go.
0:57:56 > 0:57:59..and their finances are back on track.
0:57:59 > 0:58:02There's been no real worries since Alex has been.
0:58:02 > 0:58:06There've been no scares. Everything's getting paid.
0:58:06 > 0:58:09We actually finished this year higher than we did last year,
0:58:09 > 0:58:14which is quite an achievement because we've been able to pull back the loss.
0:58:14 > 0:58:17For me that's an achievement. We're really pleased with that.
0:58:38 > 0:58:41Subtitles by Red Bee Media Ltd