0:00:02 > 0:00:04'I am Alex Polizzi.'
0:00:04 > 0:00:08'I cut my teeth in my family's international hotel empire.'
0:00:09 > 0:00:13'And now run a multimillion-pound food business with my husband.'
0:00:14 > 0:00:18'Last year, I fought to save six failing family firms.'
0:00:18 > 0:00:22This family business has actually ruined our family.
0:00:22 > 0:00:25'Now I'm back for a fresh fight...
0:00:25 > 0:00:28Attitude, woman. Listen, I'm on your side.
0:00:28 > 0:00:30..to pull six more families back from the brink.'
0:00:31 > 0:00:34- There's no communication. - You're going to quit?- Yeah.
0:00:34 > 0:00:39'In the midst of economic crisis, thousands of firms are going bust every month.'
0:00:39 > 0:00:43Just in the last three months, you've lost about £3,000.
0:00:43 > 0:00:45I'm really struggling.
0:00:45 > 0:00:47'Everything is at stake.'
0:00:47 > 0:00:49Where is the money coming from?
0:00:49 > 0:00:51'It's more than finance, it's family.'
0:00:51 > 0:00:54- Answer me a question. - You're not going to see in it!
0:00:54 > 0:00:57Everybody keeps saying, "You're lazy. You do nothing."
0:00:59 > 0:01:01Now I'm properly dreading it.
0:01:02 > 0:01:08'This week, I take on an Essex salon that's suffering a serious slump.'
0:01:08 > 0:01:13It looks a bit like you've set up a salon in your back room.
0:01:13 > 0:01:16I lost it. I know I lost it.
0:01:16 > 0:01:19- 'Will squabbling siblings,...- You're going off. I thought that had ended.
0:01:19 > 0:01:23- You won't see it, will you?- Mum, I can't work with someone like that.
0:01:25 > 0:01:27..and sloppy skills...'
0:01:27 > 0:01:30- You're not going to electrocute me. - I won't.
0:01:30 > 0:01:33- Get working. - Bloody hell.
0:01:33 > 0:01:36'..spell the end of this backstreet boutique?'
0:01:36 > 0:01:39Take all your excuses as read and don't bother giving them to me.
0:01:52 > 0:01:55I'm on my way to Essex to the Martini Salon in Braintree.
0:01:59 > 0:02:03I don't know whether it's justified or not but my idea of Essex style
0:02:03 > 0:02:07is all perma-tanned, very high heels, very short skirts
0:02:07 > 0:02:10and very long hair extensions and lots of fake eyelashes.
0:02:10 > 0:02:14I don't know if that's really fair. I'm about to find out.
0:02:15 > 0:02:19'With a value of over £15 billion, the beauty industry in the UK
0:02:19 > 0:02:22employs almost a million people.'
0:02:22 > 0:02:26'And while retail sales figures have fallen by as much as 20% in recent years,
0:02:26 > 0:02:29the beauty industry has remained buoyant,
0:02:29 > 0:02:31showing small but consistent growth.'
0:02:32 > 0:02:38'However, Martini's is a backstreet salon in financial meltdown.'
0:02:38 > 0:02:41Hello. Hello. Martini's.
0:02:41 > 0:02:43Oh, wow! How good's that?
0:02:43 > 0:02:49- 'Asti Martin opened here four years ago with her mother Sandra.'- Hello.
0:02:49 > 0:02:52- 'Asti cuts hair.' - So, do you want to leave this?
0:02:52 > 0:02:55'Sandra offers the latest in non-surgical facelifts.'
0:02:55 > 0:02:59You come and have your face done and you just feel nice.
0:02:59 > 0:03:04'And Asti's sister Dee Dee works part-time offering nail treatments.'
0:03:04 > 0:03:06Totally pampered from head to toe.
0:03:07 > 0:03:12'But the siblings fiery relationship has been threatening to destabilise the business.'
0:03:12 > 0:03:16The girls sometimes fall out a little bit.
0:03:16 > 0:03:19- You wouldn't get upset if I was late.- We both agree. We both agree.
0:03:19 > 0:03:23'We will bitch at each other, we will shout at each other.'
0:03:23 > 0:03:27When Asti's stressed about work,
0:03:27 > 0:03:30she's quite moody and quite snappy, she's snappy.
0:03:32 > 0:03:35I think, with Dee Dee, it's more about a wage.
0:03:35 > 0:03:37Asti wants more from me than I want to give.
0:03:39 > 0:03:44'Squabbling siblings is just one of the problems facing this struggling salon.'
0:03:44 > 0:03:46'Their business model has not delivered a profit.'
0:03:46 > 0:03:52'And despite offering top-to-toe treatments, their bottom line is far from attractive.'
0:03:52 > 0:03:56Every month, every day, your bank balance goes back to nothing,
0:03:56 > 0:04:00it's just ticking by. You can't give yourself any wages.
0:04:00 > 0:04:05- You haven't had a holiday for three years?- No. Devoted, ain't I?
0:04:05 > 0:04:10'Asti invested her life savings to found this family firm.'
0:04:10 > 0:04:14'And the struggle to make ends meet has taken its toll.'
0:04:14 > 0:04:17If we can't build up the business and make a go of it in this next six months,
0:04:17 > 0:04:20it's going to break my heart but we'll have to let it all go.
0:04:20 > 0:04:24It's basically what Asti lives for.
0:04:24 > 0:04:26I know it would completely do her in.
0:04:26 > 0:04:29And that worries me a hell of a lot.
0:04:30 > 0:04:34'If the business folded, Asti would be left with nothing.'
0:04:35 > 0:04:41- I think, if I didn't carry on, I'd lose my dream.- Really?
0:04:41 > 0:04:44I'd just feel a failure, I suppose.
0:04:44 > 0:04:48My dream's then finished, isn't it?
0:04:54 > 0:04:58'I have just four months to set the Martin family straight
0:04:58 > 0:05:03and tease out a solution to the lacklustre performance of their salon.'
0:05:03 > 0:05:07Obviously, I'm the antithesis of the Essex girl. I like the natural look.
0:05:07 > 0:05:11But, allegedly, women in this country spend over £2,000 a year
0:05:11 > 0:05:13on hair and beauty. If that's true,
0:05:13 > 0:05:15there's a lot of money in this industry
0:05:15 > 0:05:18and it's a good business to be in if you're doing it right.
0:05:21 > 0:05:26'However, there are a dozen salons just a few minutes walk away.'
0:05:26 > 0:05:28'And over 100 within a 20-mile radius.'
0:05:28 > 0:05:33'And what's worse, Martini's is hidden down a side alley.'
0:05:35 > 0:05:37So there we have the Martini's sign.
0:05:37 > 0:05:41It's hardly glamorous or very professional looking.
0:05:43 > 0:05:45- Hello, Alex. All right? - Asti.
0:05:45 > 0:05:48- Very nice to meet you. - And you too.
0:05:48 > 0:05:51- Hello.- Hello. - The rest of the family.
0:05:51 > 0:05:53Hello, Alex. Dee Dee.
0:05:53 > 0:05:58- Hi, darling.- Hello, Alex. Nice to meet you.- Very nice to meet you too.
0:05:58 > 0:06:02OK. So the first thing I'd like to do, if it's all right with you,
0:06:02 > 0:06:05- is have a little snoop about. - Yep.- All right.
0:06:05 > 0:06:11'This small and imperfectly formed salon is set over two floors.'
0:06:11 > 0:06:15'A treatment area and reception on the ground floor.'
0:06:15 > 0:06:19'And upstairs a dingy two-seater hair salon and treatment room.'
0:06:19 > 0:06:22# I feel pretty
0:06:22 > 0:06:24# Oh, so pretty #
0:06:24 > 0:06:30That needs a bit of a hoover. Not very appealing so far.
0:06:33 > 0:06:36It just looks a bit of a mess.
0:06:36 > 0:06:39'Having spent over £15,000 on equipment,
0:06:39 > 0:06:45the Martini girls have gambled heavily on the kit required for a range of pricy treatments.'
0:06:45 > 0:06:51'In their situation, it's not a wise business move, putting more pressure on them to increase turnover.'
0:06:51 > 0:06:57I'm not entirely sure this is where I'd choose to have my extremely expensive facial treatment.
0:06:57 > 0:07:00Mmm!
0:07:01 > 0:07:04I don't find the Martini bottles amusing.
0:07:04 > 0:07:07I don't find all those little pictures amusing.
0:07:07 > 0:07:11This is a little bit nasty.
0:07:11 > 0:07:14It just looks pretty amateur, I think.
0:07:14 > 0:07:19I suppose, the first thing to do is find out from them why it's like this.
0:07:19 > 0:07:22'In a recession, with less money being spent,
0:07:22 > 0:07:27it is the best-run and best-presented firms that will get the business.'
0:07:27 > 0:07:29'Not the shabby ones tucked out of sight.'
0:07:29 > 0:07:31Come on, darling.
0:07:31 > 0:07:36- Do you know what, everything you're going to say...- You know.- ..I know.
0:07:36 > 0:07:38- She knows. - It happens all the time.
0:07:38 > 0:07:42But I just haven't been able to do it.
0:07:42 > 0:07:46Darling, come into the salon. All this,
0:07:46 > 0:07:52- you can see what's happening. How ever often you wipe it... - I wiped that on Saturday, I swear.
0:07:52 > 0:07:55Look at the cracks in the ceiling. I'm not making excuses.
0:07:55 > 0:07:59I'm not making excuses. Once I've been in here all day Saturday,
0:07:59 > 0:08:03I end up doing the whole thing at the end of the day and I probably don't do it...
0:08:03 > 0:08:06Why don't we have a shorthand together?
0:08:06 > 0:08:11Take all your excuses as read and don't bother giving them to me.
0:08:11 > 0:08:14OK. And we're just going to find solutions.
0:08:14 > 0:08:20'They have to reinvent themselves and become a destination salon.'
0:08:21 > 0:08:24- It doesn't look very professional, does it?- No.
0:08:24 > 0:08:27It looks a bit like you've set up a salon in your back room.
0:08:27 > 0:08:32'But that will have to wait until I've addressed a few business basics.'
0:08:32 > 0:08:36Who does what around here exactly?
0:08:36 > 0:08:38As in, um...?
0:08:38 > 0:08:40Do you have clearly defined roles?
0:08:40 > 0:08:44Is there one of you who is supposed to be looking after the business side it?
0:08:44 > 0:08:46No, not really. Apart from Asti.
0:08:46 > 0:08:50Do you have a handle on your finances? Do you know where you are?
0:08:50 > 0:08:53Do you know what makes money, what doesn't?
0:08:53 > 0:08:55- Treatments wise? - No, overall, darling.
0:08:55 > 0:08:59Because every treatment has an associated cost, obviously.
0:08:59 > 0:09:03So do you know what percentage profit you're making on every kind of treatment?
0:09:03 > 0:09:06- No. - No, if we're honest. No.
0:09:06 > 0:09:10That is definitely our failing. Definitely our failing.
0:09:15 > 0:09:19They have got so many fundamentals wrong that I'm struggling to know where to start.
0:09:19 > 0:09:21They don't cost out their treatments.
0:09:21 > 0:09:26The whole place is pretty dingy, dirty.
0:09:26 > 0:09:30There doesn't seem to be any clear leadership or definition of roles.
0:09:30 > 0:09:34God! I could pretty much cherry pick which one of those I deal with first.
0:09:34 > 0:09:41So I think it's really important that they prove to me that they are at least good at what they do.
0:09:41 > 0:09:44Otherwise, I'm going to abandon all hope and get the hell out of here.
0:09:48 > 0:09:51'I need to know that the Martini girls have the skills
0:09:51 > 0:09:54to move the salon forward and meet the tough challenges ahead.'
0:09:54 > 0:09:59'So I've invited a team of mystery shoppers to put them to the test.'
0:10:01 > 0:10:03Do come in.
0:10:03 > 0:10:07'What I haven't told them is that they are industry experts in their fields.'
0:10:07 > 0:10:08Hello. I'm Sandra.
0:10:08 > 0:10:12- Good to meet you. - What are you having done?
0:10:12 > 0:10:14'Their feedback will reveal what I'm up against.'
0:10:14 > 0:10:20'I'm hoping that the skill level at Martini's is the one thing I won't have to worry about.'
0:10:20 > 0:10:23It's cold.
0:10:23 > 0:10:26You're perfectly safe. I've been doing this since 1994.
0:10:26 > 0:10:30- This treatment?- Yes.- You're not going to electrocute me.- I won't.
0:10:32 > 0:10:35Tell me why you use that thing on my nails.
0:10:35 > 0:10:38Basically, I'm pushing down your cuticles
0:10:38 > 0:10:42I heard that cutting cuticles is not a good thing. It makes them thicker.
0:10:42 > 0:10:44You've got to be careful where you cut them.
0:10:44 > 0:10:50Yeah, it's so small in here, you end up listening to other people's conversations.
0:10:50 > 0:10:55But if there's someone else in here, usually everyone starts chatting with each other.
0:10:55 > 0:11:00- It's so nice.- Do you not find that sometimes people don't like that?
0:11:01 > 0:11:06What I'm doing is sending an electrical pulse into your brain.
0:11:07 > 0:11:13New clients, I like to do one side of the face first so that they can see the comparison.
0:11:13 > 0:11:17That's brave. Is that the recommended way of doing it, do you think?
0:11:17 > 0:11:21- Um...- It wasn't the way I had mine treated.- No, it's not the recommended way of doing it.
0:11:23 > 0:11:25Do I need to come back regularly?
0:11:25 > 0:11:31Well, it's recommended you come back every six weeks to get a manicure.
0:11:31 > 0:11:35And the mistress and the wife were both in there.
0:11:35 > 0:11:38And we went, "Oh! What are we going to do?"
0:11:39 > 0:11:42'It's time to take a deep breath and face up to their findings.'
0:11:42 > 0:11:46'Although, I fear these experts may be even tougher than me."
0:11:46 > 0:11:48Dee Dee, we've not been honest with you.
0:11:48 > 0:11:53I've been in the beauty industry for over 30 years. My actual background is medication.
0:11:53 > 0:11:59- Somebody coming into the salon for a French would expect it to be better than what you presented.- OK.
0:11:59 > 0:12:03- There are things you told me that weren't correct in the industry.- OK.
0:12:03 > 0:12:05It was a bit back to front on some of your routine.
0:12:05 > 0:12:11I think it would be an advantage to you to go back to the training again.
0:12:11 > 0:12:16'It's tough to hear criticism but better than continuing as they are.'
0:12:16 > 0:12:21Constructive criticism is OK.
0:12:21 > 0:12:23I feel a bit down now. I feel a bit shit.
0:12:23 > 0:12:27Didn't realise I was getting a client in. I wasn't prepared for it.
0:12:27 > 0:12:30'Dee Dee has to leave to pick up her children.'
0:12:30 > 0:12:35'It's a shame as I wanted all the family to stand united to hear what all the experts have to say.'
0:12:35 > 0:12:38This is not just people I've picked up off the street.
0:12:38 > 0:12:44This is a jury of your peers who between them have a wealth
0:12:44 > 0:12:48of experience, awards, professional qualifications.
0:12:48 > 0:12:50Any suggestions how to improve, please?
0:12:50 > 0:12:55There are areas I could pick up on in the salon. But the quality and standard could improve.
0:12:55 > 0:12:59You could go further and just have a little bit more training.
0:12:59 > 0:13:03Sandra, that concerned me is that I asked you if you were running late
0:13:03 > 0:13:07and you said, "It doesn't matter, I'd do the same for them."
0:13:07 > 0:13:12- You need to keep it in the frame. - I think everyone's a bit too chatty.
0:13:12 > 0:13:15- Would you agree or disagree? - I'd agree.- Sometimes.
0:13:15 > 0:13:21- Some of the conversations were not quite appropriate. - You have to keep it professional.
0:13:21 > 0:13:24'The discovery of inadequate skills
0:13:24 > 0:13:28and poor customer service is a huge disappointment.'
0:13:28 > 0:13:30'It's not a good start.'
0:13:31 > 0:13:35God! That was a really, really painful day.
0:13:35 > 0:13:41I was hoping, once I'd turned up and seen the salon, the state of it, really,
0:13:41 > 0:13:46that the skills of the operators were going to be beyond doubt.
0:13:46 > 0:13:53So it's been a bit of a shock to find out that there needs to be so much more training and development.
0:13:53 > 0:13:56She's got to see this as a big opportunity for Martini's
0:13:56 > 0:13:59and I've got to help them make the most of themselves.
0:13:59 > 0:14:04'Sourcing appropriate training may just have jumped to the top of my to-do list.'
0:14:10 > 0:14:13'But my priority is tackling the finances of the company.'
0:14:15 > 0:14:20'Yesterday's admission that no one keeps an eye on the accounts was more than a little worrying.'
0:14:20 > 0:14:24Alex is looking at the accounts this morning.
0:14:24 > 0:14:28That was worrying me because I know I'm going to get a massive telling off.
0:14:28 > 0:14:32- Morning.- Morning. - Oh, you've got a little box.
0:14:32 > 0:14:36I don't think it's all accounts. I haven't got a clue what's in there.
0:14:36 > 0:14:41- What happened there?- I think I've got a mental problem.- Oh, God! - I put things out of my way.
0:14:46 > 0:14:48Morning.
0:14:48 > 0:14:54- Does this just completely freak you out every time you look at it? - I don't look at it.
0:14:54 > 0:14:56Mum don't work any other way.
0:14:56 > 0:15:02What I do is, everything goes in there and when it gets too much for me, I take it home.
0:15:03 > 0:15:07It's no wonder this is all a bloody mess.
0:15:07 > 0:15:12I just want to be clear. You know, I can't really work like this.
0:15:12 > 0:15:16I mean, it's going to do my head in completely.
0:15:16 > 0:15:19Whose responsibility is the rent on this place?
0:15:19 > 0:15:24Well, we both pay, me and my mum.
0:15:24 > 0:15:26- Who is Dee Dee paid by? - Me.
0:15:27 > 0:15:31Because Dee Dee does the nails and mum buys the stuff...
0:15:31 > 0:15:35- Who pays for the stuff?- Me.- How do you get paid back for that stuff?
0:15:35 > 0:15:38Hopefully, in the takings.
0:15:40 > 0:15:44'I fear I may have just walked into a minefield.'
0:15:44 > 0:15:49'This is one of the most shambolic and confused business structures that I've ever come across.'
0:15:49 > 0:15:52'We can sort the boxes of receipts
0:15:52 > 0:15:56but the problem of who's in charge could be tougher to tackle.'
0:15:56 > 0:15:59It's all gone out of my hands really.
0:15:59 > 0:16:03Before Dee Dee was here, it was more part of my business.
0:16:03 > 0:16:09I don't want to be responsible for having to tell my sister what's right and wrong because we fight.
0:16:09 > 0:16:13This is a situation that can't work like this, can it?
0:16:13 > 0:16:15Do you want to empower Asti to be the boss here?
0:16:15 > 0:16:18- Yes.- But you don't. - Well then,
0:16:18 > 0:16:21you have got to work out how you're prepared to do that.
0:16:21 > 0:16:25You two have got to talk turkey about what Dee Dee's position is.
0:16:25 > 0:16:31Of course she's your sister but a lot of arguments will stop if she's employed by you.
0:16:31 > 0:16:34Is this place going to survive?
0:16:34 > 0:16:36Can we make this work?
0:16:36 > 0:16:42'I've taken on a business with poor finance management, no clear leadership,
0:16:42 > 0:16:46and staff that are worryingly underskilled.'
0:16:46 > 0:16:49'If Asti ever had a vision of what the salon could be,
0:16:49 > 0:16:53she has clearly lost the passion and the drive that inspired it.'
0:16:58 > 0:17:02'In search of inspiration, I'm taking Asti back to her roots
0:17:02 > 0:17:04and the kind of vibrant salon environment
0:17:04 > 0:17:06where she learned her craft.'
0:17:06 > 0:17:12'We're heading to another family business but this one's a multi-award-winning firm
0:17:12 > 0:17:15founded by Daniel Galvin 50 years ago.'
0:17:15 > 0:17:21'He has worked with some of the biggest names including the Beatles, the Rolling Stones and Madonna.'
0:17:21 > 0:17:23- Hello. - Hello, Asti.
0:17:23 > 0:17:27'I'm hoping that Daniel's infectious and undying enthusiasm for his craft
0:17:27 > 0:17:31will give the girls the boost they'll need to better their business.'
0:17:31 > 0:17:33There are many things to say for philosophy.
0:17:33 > 0:17:37When a client comes in today, I'd like her hair to be better than last time.
0:17:37 > 0:17:39But hopefully not as good as next time.
0:17:39 > 0:17:44We always strive for excellence. The other thing is, perfection
0:17:44 > 0:17:49is a journey not a destination. We're always learning.
0:17:49 > 0:17:52Very interesting.
0:17:52 > 0:17:56He's clearly still immensely passionate about what he does.
0:17:56 > 0:18:00It's interesting that that professional development can happen at any time in your life.
0:18:00 > 0:18:05'Daniel's team have agreed to let the Martini girls loose in their esteemed establishment.'
0:18:05 > 0:18:08- Are we going to divide and conquer? I- think we are.
0:18:08 > 0:18:11'Dee Dee' been offered nail training.'
0:18:11 > 0:18:13'Sandra's checking out reception.'
0:18:13 > 0:18:18'And I've asked Daniel's son James to put Asti through her paces.'
0:18:18 > 0:18:23However you would approach this, whatever service you deliver, I want you to do that.
0:18:23 > 0:18:29OK. So. You probably don't want to hear it but you've got huge splits all the way up.
0:18:29 > 0:18:33That's going to be difficult. They're losing their colour as well.
0:18:33 > 0:18:35- Do you straighten your hair a lot? - I don't.
0:18:35 > 0:18:41I would really want to cut probably about this much off the front.
0:18:45 > 0:18:50I've noticed a couple of times, madam has picked up the towel and wiped her own hair.
0:18:50 > 0:18:52That's going to go through to her clothes.
0:18:52 > 0:18:58'My biggest fear is that James will feel Asti has slipped beyond the point of no return.'
0:18:58 > 0:19:00Thanks very much.
0:19:00 > 0:19:05Right. So give us the debrief.
0:19:05 > 0:19:11With your consultation, I thought the whole approach sometimes with the client is so...
0:19:11 > 0:19:13Especially in this day and age,
0:19:13 > 0:19:15and we're charging the prices we charge,
0:19:15 > 0:19:17and the economy is the way it is right now.
0:19:17 > 0:19:20It's almost that we've got to go out of our way that little bit extra
0:19:20 > 0:19:24to make that client feel special, feel nurtured and comfortable.
0:19:24 > 0:19:27- How was that haircut?- That haircut could have been cleaner.
0:19:27 > 0:19:33Because you're the only hairdresser in your salon, you don't see what other hairdressers are doing.
0:19:33 > 0:19:36You're missing out on that. Education is so important.
0:19:36 > 0:19:41- One of the things we have to do is get some more training. - Absolutely.- I'd love more training.
0:19:43 > 0:19:49- Wasn't it lovely to hear Daniel say, "I'm always learning. I never stop learning"?- Definitely.
0:19:49 > 0:19:52I mean, if he can bloody say that. There's no shame in it.
0:19:52 > 0:19:54I'd do that every day of my life if I could.
0:19:54 > 0:19:58It's made me... My passion for hair... Being here to see...
0:19:58 > 0:20:01Oh!
0:20:01 > 0:20:02CRIES
0:20:02 > 0:20:05I lost it. I know I lost it.
0:20:05 > 0:20:09You haven't lost it, Asti.
0:20:09 > 0:20:13- It's still there.- You know what you need?- It's the person I used to be.
0:20:13 > 0:20:19Is here in the salon watching everyone, not just being bogged down with the shit of everything.
0:20:19 > 0:20:24Every day I feel like my dream is moving further and further away.
0:20:24 > 0:20:27And I'm not prepared to give up yet.
0:20:28 > 0:20:33'That emotion and passion is the glimmer of hope that I've been waiting for.'
0:20:33 > 0:20:38'It could be the one thing that pulls the business out of the doldrums.'
0:20:38 > 0:20:40So you guys have got a lot to do.
0:20:40 > 0:20:44You need to talk about the structure of how Martini's works.
0:20:44 > 0:20:46The management structure.
0:20:46 > 0:20:49The salon has got to be cleaned from top to toe.
0:20:49 > 0:20:53You have to admit that there's a big problem here.
0:20:53 > 0:20:59This is not something that's going to go away or get better without you committing to making a difference.
0:21:02 > 0:21:07'Passion alone won't keep the salon afloat, the whole business needs to be revitalised.'
0:21:16 > 0:21:20'I have big plans for the interior but until I send in the experts to look at the layout,
0:21:20 > 0:21:23a spruce up will have to do.'
0:21:26 > 0:21:28Go on, Ast, lift it.
0:21:32 > 0:21:36Oh, it makes you realise how dirty that carpet was.
0:21:36 > 0:21:39We got some space. We got some space.
0:21:41 > 0:21:44Oh, my God! Look at that!
0:21:45 > 0:21:48Look at the state of that!
0:21:48 > 0:21:54'I've also asked Asti and her mum to polish up their act when it comes to the business basics.'
0:21:54 > 0:22:00- That's how much I charge. - I was working out how much it costs to open the door in the morning.
0:22:00 > 0:22:05- I've written it all down.- I know, I just wanted an end-of-line costs.
0:22:05 > 0:22:07Just how much it costs you per month.
0:22:07 > 0:22:09- No? Don't get that? - No, not really.
0:22:09 > 0:22:13'She does get frustrated with me. At times, I find it quite upsetting.'
0:22:13 > 0:22:16'It can get to me.'
0:22:16 > 0:22:19I suppose that's where working with family comes in.
0:22:19 > 0:22:24Because I'm her mum, she can actually take it out on me.
0:22:24 > 0:22:26Not that because that's the nails.
0:22:26 > 0:22:31'This is yet more evidence that the only way this business
0:22:31 > 0:22:35can move forward is if Asti steps up and takes control.'
0:22:35 > 0:22:42I've got this dream that's inside me that I want to fulfil.
0:22:42 > 0:22:45If I lost the business, I'd just feel so responsible.
0:22:45 > 0:22:49My mum wouldn't have a job, my sister wouldn't have a job.
0:22:49 > 0:22:54I can't let it go until... until I can see it's happening.
0:22:54 > 0:22:59'But to do that, Asti must tackle her sister's apparent lack of commitment.'
0:23:00 > 0:23:04I know that Dee Dee just wants to work and do her couple of days.
0:23:04 > 0:23:06You do, don't you? You just want to do your few days.
0:23:06 > 0:23:11I know you want to be a part of it but you've got other pressures and other things in your life.
0:23:11 > 0:23:15I can't have more stress in my life. It's hard enough looking after two girls.
0:23:15 > 0:23:21I just want a job so I can earn myself some pocket money.
0:23:21 > 0:23:28I said I wanted someone who can give me more time and dedication.
0:23:28 > 0:23:31And then it was, "It'll be all right. It'll be all right."
0:23:31 > 0:23:36It's your dream and we're working here and that's it.
0:23:36 > 0:23:41You want... This is your life. This ain't... It's not my life.
0:23:41 > 0:23:45- Yes, fine.- That's it. That's how you end things. We both agreed.
0:23:45 > 0:23:49- You're going off. - You won't see it, will you?
0:23:49 > 0:23:52Just wait a minute. What are you going for?
0:23:56 > 0:23:58She just basically grilled me.
0:23:58 > 0:24:02- That's just Dee Dee.- I know but I can't work with someone like that.
0:24:07 > 0:24:13I love my nieces. But I do think that if Dee Dee didn't have children,
0:24:13 > 0:24:17and she was 100% with me in this, I do think we would work really well together.
0:24:17 > 0:24:21But when we don't see eye to eye, we clash.
0:24:21 > 0:24:25We're like magnets. We either bond or repel.
0:24:25 > 0:24:29It started causing a big problem about my children.
0:24:29 > 0:24:33I need to work more but I've not gone home to look after the kids.
0:24:33 > 0:24:36I'll just be like... I won't do it any more.
0:24:36 > 0:24:40That'd be it then. It'd be my last week. I won't do it no more.
0:24:40 > 0:24:43They can find somebody else. That's how it makes me feel sometimes.
0:24:43 > 0:24:49'No one blames Dee Dee for putting her children first. But she's not in a unique position.'
0:24:49 > 0:24:53'Almost half the UK's female work force are working mums.'
0:24:53 > 0:24:57'It's hard but where there's a will there's a way.'
0:24:57 > 0:24:59'I just need to motivate her.'
0:25:02 > 0:25:05It's been quite a few weeks since I was last at Martini's,
0:25:05 > 0:25:09which should have been plenty of time for Dee Dee, Asti and Sandra
0:25:09 > 0:25:11to get on with the homework I left them.
0:25:18 > 0:25:21- Hello. - Hello.- Hello.
0:25:21 > 0:25:24- Good to see you. - Thanks, darling.
0:25:24 > 0:25:27This looks fantastic. I mean, honestly.
0:25:27 > 0:25:30It looks a lot more professional. So, good.
0:25:30 > 0:25:35'Salon spotless. I have a bit of a bombshell to drop.'
0:25:35 > 0:25:38'To try and get Dee Dee to re-engage with the business,
0:25:38 > 0:25:43I've entered her into the nail industry's most hotly contested competition.'
0:25:43 > 0:25:49- I have entered you into the Nailympics.- After I've done some training? That's all right.
0:25:49 > 0:25:51LAUGHTER
0:25:51 > 0:25:56- You nearly gave me a heart attack. - Don't be scared. I'm not trying to make you look silly.
0:25:56 > 0:25:59I think it's nice to have a goal to do something for.
0:25:59 > 0:26:01Yeah, lovely. Thank you.
0:26:03 > 0:26:07'Dee Dee will have to learn new skills for the competition,
0:26:07 > 0:26:10which she'll bring in to the salon to boost income and confidence.'
0:26:10 > 0:26:14'I just hope she can take the pressure.'
0:26:16 > 0:26:19'I can now turn my attention to the rest of the family.'
0:26:19 > 0:26:25'The Martini girls were criticised by my secret shoppers for taking too long over treatments.'
0:26:25 > 0:26:30I get frustrated with it sometimes when I know there's someone else waiting downstairs
0:26:30 > 0:26:34and Asti's fluffing about with a woman who should've been gone 20 minutes ago.
0:26:34 > 0:26:36- You like bit of fringe down? - Yeah.
0:26:36 > 0:26:40It might take me another 20 minutes but I will take that extra 20 minutes.
0:26:40 > 0:26:43- Is that good? - Very nice.- Thank you.
0:26:44 > 0:26:50You are actually all very chatty, very great with your customers.
0:26:50 > 0:26:53Unfortunately, that isn't brilliant for your bottom line.
0:26:53 > 0:26:55It is really all about efficiency,
0:26:55 > 0:27:01making the best use of your skills available and making sure every hour counts.
0:27:01 > 0:27:04'This is so crucial to the salon's success that I need to ensure
0:27:04 > 0:27:07that the Martini girls acquire the skills they need
0:27:07 > 0:27:11to offer speedy top-flight customer service.'
0:27:11 > 0:27:18# Come fly with me, let's fly, let's fly away
0:27:18 > 0:27:23# If you can use some exotic food... #
0:27:23 > 0:27:27Please, can I introduce you to Asti, Dee Dee and Sandra.
0:27:27 > 0:27:31- Hi.- Morning.- Morning. Welcome to Virgin. My name's Lisa.- Hello, Lisa.
0:27:31 > 0:27:36I've decided to bring the ladies from Martini's here because,
0:27:36 > 0:27:37to move their business forward,
0:27:37 > 0:27:42I think it's really important they learn to offer truly efficient service.
0:27:42 > 0:27:45And also how to engage with their customer appropriately.
0:27:45 > 0:27:49Both are skills which this company has in spades.
0:27:50 > 0:27:53Lovely. Great.
0:27:53 > 0:27:57'Virgin Atlantic has given us access to their state-of-the-art training centre.'
0:27:57 > 0:28:00'They spent millions building this world-class facility
0:28:00 > 0:28:03where they prepare their staff to face the public.'
0:28:03 > 0:28:09So now we are suitably attired, I'm handing them over to you for training.
0:28:09 > 0:28:13We're going to do a drinks service. Two on a cart, one at each end.
0:28:13 > 0:28:16We've got customers and you're going to serve them drinks.
0:28:16 > 0:28:21We've been talking about efficiency and how to offer customer service at the same time.
0:28:21 > 0:28:26- Is there a kind of time? - Normally it's 20 minutes to serve every 300 customers.
0:28:26 > 0:28:32- Today's activity, we've got 90 seconds to serve 4 customers.- OK.
0:28:32 > 0:28:34And away you go.
0:28:34 > 0:28:36Hello.
0:28:36 > 0:28:39'To add to the challenge, the stewardesses have been asked
0:28:39 > 0:28:43to try and distract the Martini girls from their task.'
0:28:43 > 0:28:45I'll make you it. You want ice?
0:28:45 > 0:28:47Orange or apple juice?
0:28:47 > 0:28:50- Have you been to Barbados? - We have.
0:28:50 > 0:28:54- This is my second flight to Barbados.- Where do you go at night?
0:28:54 > 0:29:00- I often stay in the hotel actually. - Where do you stay?- Um...
0:29:00 > 0:29:02I'll get you a glass of champagne.
0:29:02 > 0:29:05We stay in various hotels.
0:29:05 > 0:29:08- All right. OK. - I've poured out the wrong juice.
0:29:08 > 0:29:12That lady's taken Dee Dee's attention for so long
0:29:12 > 0:29:15that it's hard for her to concentrate on serving.
0:29:15 > 0:29:20And it's also, where do you cut that conversation to serve somebody else?
0:29:23 > 0:29:26- OK, that's it. - Ten minutes.
0:29:26 > 0:29:29About eight minutes.
0:29:29 > 0:29:33'Dee Dee and Sandra may have utterly failed to stick to the schedule
0:29:33 > 0:29:39but now we up the ante for Asti, the Martini girl who has consistently failed to deliver on time.'
0:29:39 > 0:29:43As we've got an extra two customers, I'll give you some extra time.
0:29:43 > 0:29:46- You've got two minutes to serve the cabin.- Two minutes?- Off you go.
0:29:48 > 0:29:51'The challenge is about focusing on the task at hand.'
0:29:51 > 0:29:55'Asti, until now, has shown that she is all too easily distracted.'
0:29:55 > 0:29:58- Oh, sorry. - Orange juice.
0:29:58 > 0:30:01- Do you have stirrers? - We have a welcome cocktail.
0:30:01 > 0:30:06'Her focus may have improved but now she's forgotten she's working on a team.'
0:30:06 > 0:30:11- Have you been to Barbados before? - I have been before. It's a lovely place.
0:30:11 > 0:30:14- Is it your first time?- Yes. Where do you go of a night time?
0:30:14 > 0:30:18Do you know what? I just love to relax.
0:30:18 > 0:30:22Once I've finished serving the others, I'll come back. Enjoy your flight.
0:30:22 > 0:30:25And then off to Jamaica. You OK?
0:30:25 > 0:30:27OK.
0:30:27 > 0:30:32- Timing-wise, just slightly over eight minutes.- Oh, my God!
0:30:32 > 0:30:38But you did have an extra two customers, so you did the same amount of time you did earlier.
0:30:38 > 0:30:42We know you're in a completely different business. But I think
0:30:42 > 0:30:48some customer-service skills are translated across every business.
0:30:48 > 0:30:52You know that you're on this time schedule and I think that's the point.
0:30:52 > 0:30:57That you have to respond appropriately whatever the occasion.
0:30:57 > 0:31:02I didn't get my stirrers. I was trying to say discreetly, "Can you get me some stirrers?"
0:31:02 > 0:31:04I know, but I was in a conversation.
0:31:06 > 0:31:09'Before we leave, I've lined up some more advice for the girls
0:31:09 > 0:31:13from the most-famous entrepreneur in the country.'
0:31:14 > 0:31:20Can I ask you, Richard, do you think there are any universal truths about how to ensure
0:31:20 > 0:31:23a customer-facing service business succeeds?
0:31:23 > 0:31:25'You have to think, "What is a business?"'
0:31:25 > 0:31:29'A business is trying to make areal difference to other people's lives.'
0:31:29 > 0:31:34'If you're going to stand out from the crowd, you've got to be the best in town.'
0:31:34 > 0:31:39'If you're an airline, you've got to be the best airline in town.'
0:31:39 > 0:31:42'If you're a beauty parlour, you must be the best beauty parlour.'
0:31:42 > 0:31:49'And you must give different people a real reason to want to come and use your services.'
0:31:49 > 0:31:54How important do you think excellent customer service is to the success of your business?
0:31:54 > 0:31:58'Excellent customer service is really almost all there is.'
0:31:58 > 0:32:02'You need to give your staff tools
0:32:02 > 0:32:06so that they can do a great job.'
0:32:06 > 0:32:10We've enjoyed every minute. It's been so useful. Thank you.
0:32:10 > 0:32:14- Thank you very much.- And it's an absolute pleasure to talk to you.
0:32:14 > 0:32:17- 'It's been a pleasure.' - Oh! Mwah!
0:32:17 > 0:32:20Thank you very much for your time, Richard.
0:32:20 > 0:32:24- Thank you. Bye. - 'Pleasure.'- Bye. Bye.
0:32:27 > 0:32:31- That was something, wasn't it? - I'm totally star struck.
0:32:31 > 0:32:34I'm just blown away that we've just spoken to Richard Branson.
0:32:34 > 0:32:36I'm star struck.
0:32:36 > 0:32:40I have found today incredibly useful and rewarding.
0:32:40 > 0:32:44It proves to the girls that, whether you're a small independent business
0:32:44 > 0:32:47or a multinational company that's won lots of awards,
0:32:47 > 0:32:52you need to concentrate on the basics and the bigger picture will look after itself.
0:32:52 > 0:32:58'The Martini girls may have scraped through their time challenges on a wing and a prayer,
0:32:58 > 0:33:00but they have proved they can be charming.'
0:33:00 > 0:33:04'Only time will tell if they can become more efficient.'
0:33:06 > 0:33:10'When I first arrived at Martini's, no one had overall control
0:33:10 > 0:33:12and Dee Dee wasn't answerable to anyone.'
0:33:12 > 0:33:18'Finally, in my absence, Asti is following my suggestion and trying to take the lead.'
0:33:18 > 0:33:21'Putting herself in charge of the salon and her sister Dee Dee.'
0:33:21 > 0:33:28'She also wants mum Sandra to step back and only have responsibility for her own treatments.'
0:33:28 > 0:33:30'But it isn't going down well.'
0:33:30 > 0:33:36What we're talking about is you reducing your rent so that you just pay for your room.
0:33:36 > 0:33:42I don't want to be made to feel like I'm a part-time worker that comes in and does the casing machine.
0:33:42 > 0:33:46But if you don't want responsibility, I'm not going to make you feel like that.
0:33:46 > 0:33:50But then you have to be careful, you do have to step back sometimes.
0:33:50 > 0:33:54If I'm doing something or talking to somebody,
0:33:54 > 0:33:57and this is what I'm trying to put across,
0:33:57 > 0:34:02- then you can't undermine that, can you?- No, and I won't.
0:34:02 > 0:34:04- Yeah. - End of it. No more.
0:34:04 > 0:34:10'Sandra may be struggling to release her grip but I think the reshuffle is crucial to the business
0:34:10 > 0:34:14especially as I'm about to introduce new business strategies.'
0:34:16 > 0:34:23- What I'd like to do is to do a kind of running survey.- OK.- Yeah?
0:34:23 > 0:34:27'Now more than ever, people are looking for value for money.'
0:34:27 > 0:34:31'I have a plan to offer that without giving away the profits.'
0:34:31 > 0:34:36'I want the Martini girls to start offering packaged treatments.'
0:34:36 > 0:34:40'The bigger the package the better the discount. But first,
0:34:40 > 0:34:42it's essential to know the market.'
0:34:42 > 0:34:46Use all your charm, please. Go, go, go!
0:34:46 > 0:34:50'Packaged treatments are an extremely efficient way
0:34:50 > 0:34:53of maximising the profit from every customer.'
0:34:53 > 0:34:58'Although prices are reduced, so too is the time it takes to deliver the product.'
0:34:58 > 0:35:03Would you pay more money for extra treatments? If you came in to get your eyebrows threaded.
0:35:03 > 0:35:07- would you pay more money to get them tinted?- Yeah.- Yeah.
0:35:07 > 0:35:09Do you think that's good to have lots of things?
0:35:09 > 0:35:13Yeah. Once you're doing their hair, they'll probably like you to do the rest.
0:35:13 > 0:35:17Do you have hair, nails, or beauty treatments done more often? OK.
0:35:17 > 0:35:21- That's waxing. Do you get your nails done at all?- Yeah.
0:35:21 > 0:35:23It'd be good to do a beauty package.
0:35:24 > 0:35:27If you're going to get a hand massage with a manicure
0:35:27 > 0:35:31or a leg massage with a pedicure. I think people will go for it.
0:35:31 > 0:35:35'With packaged treatments receiving universal support,
0:35:35 > 0:35:39it's time to find out if Braintree is ready to embrace another concept
0:35:39 > 0:35:44that has been swelling the coffers of the nation's most-savvy salons.'
0:35:44 > 0:35:49I've had this idea that maybe people would pay to come to a pamper party at a salon.
0:35:49 > 0:35:55- You could bring mates and do it together.- Like a girl's pamper evening?- Yeah.- I'd be up for that.
0:35:55 > 0:36:00Would it be the kind of thing you with a group of friends, six or seven of you, might go a do?
0:36:00 > 0:36:02I think it could work, yeah.
0:36:02 > 0:36:07Do you think you could get two or three friends or four or five of you
0:36:07 > 0:36:10- to decide to do it as a girls' night out?- We probably would, yeah.
0:36:10 > 0:36:16- That's why I suggested it. - There isn't anything around here that caters for that thing at all.
0:36:19 > 0:36:22I asked everybody about pamper parties.
0:36:22 > 0:36:26And there was a very, very positive response about them.
0:36:26 > 0:36:31Key to this is getting the offer right and getting the pricing structure right.
0:36:31 > 0:36:34- Hair, nails and a glass of wine for a certain price.- Yeah.
0:36:34 > 0:36:36I think that was really positive.
0:36:36 > 0:36:40- We are going to major on packages and on pampering.- Right. OK.
0:36:40 > 0:36:43That is going to be the next focus of our attention. OK?
0:36:43 > 0:36:46- Um-hmm. - Good.
0:36:46 > 0:36:48'By the time I return to Essex,
0:36:48 > 0:36:52I want them to have worked out the price for the packages and pamper nights
0:36:52 > 0:36:55so they're ready to launch them on the beauties of Braintree.'
0:36:58 > 0:37:02'In my absence, Asti springs into action.'
0:37:03 > 0:37:06Now I have a place for these.
0:37:06 > 0:37:09My accountant. A letter from the accountant.
0:37:09 > 0:37:13'No more plastic crates full of receipts at Martini's.'
0:37:13 > 0:37:15All there.
0:37:15 > 0:37:19'She's also commissioned a flyer to promote the pamper parties.'
0:37:19 > 0:37:22I think I prefer B2.
0:37:23 > 0:37:28We're organising pamper parties. It's a new concept we're trying to sell.
0:37:28 > 0:37:32'I've also done my part to help move things along.'
0:37:32 > 0:37:35'I've lined up the best training courses for both girls.'
0:37:35 > 0:37:37'Asti's is with Vidal Sassoon,
0:37:37 > 0:37:41the company credited with revolutionising hair training in the UK.'
0:37:41 > 0:37:48'And Dee Dee is preparing for her Olympic challenge with some tip-top training at the Essex Nail Academy.'
0:37:48 > 0:37:53I've got a lot to learn, a long way to go, but I'm learning already, you know.
0:37:54 > 0:37:56That little bit out.
0:37:56 > 0:38:00Being here today has made me see how important training is.
0:38:00 > 0:38:04I haven't got to make big changes. It's not like I did it and they went,
0:38:04 > 0:38:07"What have you done? You're too messy, that's all over the place."
0:38:07 > 0:38:09Line looks good.
0:38:09 > 0:38:13If I could learn every day, that would be fantastic.
0:38:13 > 0:38:18'Now that the girls' skill levels are on the up, it's time to put my pamper party plan
0:38:18 > 0:38:24to the test. It should help make their hidden backstreet salon much more of a destination.'
0:38:27 > 0:38:30'But just as the Martini girls seemed to be making progress,
0:38:30 > 0:38:34I received news that Dee Dee has pulled out of the event.'
0:38:34 > 0:38:36'The timing couldn't be worse.'
0:38:36 > 0:38:40'It's not the first time she's had to pull out due to family commitments.'
0:38:40 > 0:38:44'In any other business, flaky staff would be put on a warning.'
0:38:44 > 0:38:49'But in family firms it's an issue that is infinitely harder to address.'
0:38:49 > 0:38:54I think the problem is, if she's only going to do a couple of days a week anyway,
0:38:54 > 0:38:56if she can't then do them, it's...
0:38:56 > 0:39:01I know. I do feel... I am a bit upset here as well
0:39:01 > 0:39:04because I feel that maybe the training was wasted on Dee Dee.
0:39:04 > 0:39:08You know, I think, if anything happened, I would still come to work.
0:39:08 > 0:39:12- Try not to let people down. - I know.- But this is the thing.
0:39:12 > 0:39:14I need reliable people, I do, Mum.
0:39:14 > 0:39:19'I want Martini's to work. I think it's going to be really good.'
0:39:19 > 0:39:21But I don't really want to be...
0:39:21 > 0:39:25I don't want to be too involved with it because I've got other commitments.
0:39:25 > 0:39:27And I've just...
0:39:27 > 0:39:31And I worry that Asti wants too much from me.
0:39:31 > 0:39:37There's two issues here. When I came here, we talked about this as a family business.
0:39:37 > 0:39:41And it's become more and more apparent that it isn't really.
0:39:41 > 0:39:44It's really Asti's business, isn't it?
0:39:44 > 0:39:46And therefore, unfortunately,
0:39:46 > 0:39:50the pleasures and the pains of it really fall upon your shoulders.
0:39:50 > 0:39:54However, it is nice to have your mum and your sister.
0:39:54 > 0:39:59But I do think that you're going to have to toughen up on your staffing.
0:39:59 > 0:40:02Because you can't have two days of someone
0:40:02 > 0:40:06- when you're not sure if they'll make it in.- Yeah.
0:40:06 > 0:40:07I know.
0:40:07 > 0:40:10'For now, though, it's up to Asti and Sandra
0:40:10 > 0:40:13to try and salvage the day.'
0:40:17 > 0:40:21'They'll need to have their wits about them, offering ten guests
0:40:21 > 0:40:26three treatments within a 2½ hour window is going to require careful planning.'
0:40:26 > 0:40:3220 minutes. 20 minutes. 20 minutes. Everything turns around in 20 minutes. Your facials, 20 minutes.
0:40:32 > 0:40:39'Get this right and the pamper parties have the potential to deliver a huge boost to profits.'
0:40:39 > 0:40:43'Get it wrong and they risk losing not just cash but also customer confidence.'
0:40:43 > 0:40:46'Something that it's almost impossible to restore.'
0:40:50 > 0:40:53Just remember, clock watching is going to be key.
0:40:53 > 0:40:56We can't overshoot our marks. It is 20 minutes.
0:40:56 > 0:41:01Don't worry if you go a few minutes over doing hair because if they're coming to me next...
0:41:01 > 0:41:08- I know, darling, but if she's late then the next person coming to her is late.- Yeah, there is that.
0:41:08 > 0:41:10'I can't say I'm brimming with confidence.'
0:41:10 > 0:41:13'But they have found someone to cover for Dee Dee.'
0:41:13 > 0:41:17We got our technician for the nails so we're sorted.'
0:41:18 > 0:41:21'What is impressive is Asti's ingenious plan
0:41:21 > 0:41:25for the new packaged treatments for their day-to-day clients.'
0:41:25 > 0:41:30This is a really clever idea. "Try our cocktail of treatments."
0:41:30 > 0:41:34And she's got a "straight shot," that's one treatment full price.
0:41:34 > 0:41:37"Double on the rocks" is two treatments 10% off.
0:41:37 > 0:41:41"Add a twist and a shake," three treatments for 10% off.
0:41:41 > 0:41:46And a full-on "Martini cocktail," four treatments with 30% off.
0:41:46 > 0:41:48I think that's a really good idea.
0:41:48 > 0:41:52Something I've never seen before. It goes with the name. It's funny.
0:41:52 > 0:41:56And quirky. And I think it will really catch people's imaginations.
0:41:56 > 0:42:00Right, shall we get going then? Let's get started.
0:42:02 > 0:42:05'The clients arrive promptly on the hour.'
0:42:05 > 0:42:09'Let's just hope Asti and Sandra can also deliver on time.'
0:42:09 > 0:42:11Hello, ladies.
0:42:11 > 0:42:16It's going to be five people treated and five people chitchatting.
0:42:16 > 0:42:20Sound good? Lovely. Make yourselves comfortable.
0:42:21 > 0:42:24First of all, we'll lift your eyebrows, OK?
0:42:24 > 0:42:28You will feel a knocking on the top of your head.
0:42:32 > 0:42:37OK. You're going to have a facial, lash and GHD.
0:42:37 > 0:42:40Do you want to do hair first?
0:42:40 > 0:42:43I can't do nails. You'll have to wait.
0:42:43 > 0:42:46'But the pressure builds with every minute that passes
0:42:46 > 0:42:49and the cracks begin to show on the very first rotation.'
0:42:49 > 0:42:53- There's a lady who hasn't had anything.- What are you doing?
0:42:53 > 0:42:56'Ten clients having three 20-minute treatments each
0:42:56 > 0:43:03means providing 30 separate treatments in just a 2½ hour window. No small feat.'
0:43:04 > 0:43:08- Have you had anything done yet? - Not yet.- Have you had anything done?
0:43:08 > 0:43:12- Ah! - OK, darling, you're done.
0:43:12 > 0:43:18'Although it may be little more than organised chaos, the clients are definitely enjoying the event.'
0:43:19 > 0:43:23It's great. I'm having my eyebrows done and my feet at the same time.
0:43:23 > 0:43:28It's lovely. Proper being pampered.
0:43:30 > 0:43:34- Asti, darling.- OK, we'll move to our next treatment.
0:43:34 > 0:43:36'With a few prompts and the odd poke,...
0:43:36 > 0:43:41- A few cases.- ..Asti does seem to be getting on top of things.'
0:43:41 > 0:43:45Lash and curls and then upstairs for a facial. Yeah.
0:43:45 > 0:43:48Done. Lovely.
0:43:48 > 0:43:51'Despite a shaky start, Asti is stepping up to the challenge.'
0:43:51 > 0:43:53You're all finished.
0:43:53 > 0:43:57'She's taken control and, remarkably, everything seems to be running to time.'
0:43:58 > 0:44:00Lovely. You're finished.
0:44:00 > 0:44:04It all seems to be going incredibly well.
0:44:04 > 0:44:06I think I can leave Asti to it.
0:44:07 > 0:44:10It's all quite tranquil in here. It's good.
0:44:10 > 0:44:16They've all got a good deal and I actually made some money.
0:44:16 > 0:44:17For once.
0:44:19 > 0:44:23'By sticking to a schedule, and making some much needed cash,
0:44:23 > 0:44:28the Martini girls have proved to me and themselves that the pamper party concept is a goer.'
0:44:28 > 0:44:31'Even without poor Dee Dee.'
0:44:34 > 0:44:36The atmosphere in here was quite calm.
0:44:36 > 0:44:40It was very professional but incredibly friendly.
0:44:40 > 0:44:45It feels to me as if you've got the fact that everyone else can be having a hilarious time
0:44:45 > 0:44:47but you guys have got to stay quite professional.
0:44:47 > 0:44:52- I was happy to see that happening. It made me incredibly proud of you. - Thank you.
0:44:52 > 0:44:54It made me feel like Martini's has grown up.
0:44:58 > 0:45:02'Martini's may finally be coming of age but the lousy layout and dodgy decor
0:45:02 > 0:45:04have to fit their new aspirations
0:45:04 > 0:45:07and make the place a go-to destination.'
0:45:11 > 0:45:17'I've sent in one of the country's top retail-space designers to give the salon a much needed makeover.'
0:45:20 > 0:45:22'This feels like a turning point.'
0:45:22 > 0:45:26'The girls have been training hard, the new business concepts are ready to roll out
0:45:26 > 0:45:28and confidence is high.'
0:45:28 > 0:45:33'It's time to start making some noise about the new and improved Martini's.'
0:45:33 > 0:45:39'To promote the salon, I've secured a photo shoot for Asti with the country's leading hair magazine.'
0:45:40 > 0:45:43They sent me pictures of the models we're using.
0:45:43 > 0:45:47I've come with some ideas. I'm worried they don't like my ideas.
0:45:47 > 0:45:50This is Asti and Dee Dee.
0:45:50 > 0:45:55'An inspiration for people looking for new hairstyles, a spread in Your Hair magazine
0:45:55 > 0:45:59could give the salon a huge boost in kudos and exposure.'
0:45:59 > 0:46:02'If Asti can stick to the schedule and make the grade.'
0:46:03 > 0:46:05We need to keep on top of things.
0:46:05 > 0:46:09- She needs work done to her hair and it's 2:15.- Quick!
0:46:09 > 0:46:14Ah! It's lovely to see the dress and the hair that's going to go with it.
0:46:14 > 0:46:19- Ssh! Stop talking, get working. - OK.
0:46:19 > 0:46:21I'm trying to be quick.
0:46:21 > 0:46:24It's taken all day to do one model and I've still got two models to do.
0:46:24 > 0:46:29And it's quarter past two. OK. Bloody hell.
0:46:29 > 0:46:33'Dee Dee may have had to prioritise her children on the day of the pamper party
0:46:33 > 0:46:38but she had turned up to support her sister on this important day.'
0:46:38 > 0:46:43- Don't take them out. - I think we're all out.- Here we go.
0:46:43 > 0:46:47Good there.
0:46:48 > 0:46:51Stop. I'm in. I'm going in.
0:46:51 > 0:46:57'The style Asti creates could set the tone for the magazine's spring edition.'
0:46:57 > 0:46:59MUSIC: "Girls on Film" by Duran Duran
0:46:59 > 0:47:00Leave it be.
0:47:00 > 0:47:04'And will certainly be an asset to the newly refurbished salon.'
0:47:12 > 0:47:16'I'm impressed with Asti. She's risen to the challenge.'
0:47:16 > 0:47:21'Producing three stunning styles that can be used to promote the salon and show off her talents.'
0:47:24 > 0:47:27'After her no-show at the crucial first pamper party,
0:47:27 > 0:47:31I've been worried that Dee Dee's heart wasn't really in the business.'
0:47:31 > 0:47:34Ten minutes before the competition.
0:47:34 > 0:47:40'I'm relieved and delighted to see that she's turned up to face her biggest challenge yet,
0:47:40 > 0:47:42Where's my bloody water gone?
0:47:42 > 0:47:47..entering the nail industry's most creative and hotly contested competition the Nailympics.'
0:47:49 > 0:47:53'This has been nerve-racking, having to do this competition.'
0:47:53 > 0:47:55'I'm not expecting to win.'
0:47:55 > 0:47:57'I don't want to come last'
0:47:57 > 0:48:02- It is going to be quite fierce but take it as a training exercise. - Yeah.- Don't worry about it.
0:48:02 > 0:48:06'Though things are looking up for Martini's, the one thing I still want to nail
0:48:06 > 0:48:09is getting Dee Dee to connect to the business.'
0:48:09 > 0:48:13'My hope was always that giving Dee Dee new skills
0:48:13 > 0:48:17and a taste of success would reinvigorate her passion for the business.'
0:48:17 > 0:48:19'And she's about to put my theory to the test.'
0:48:19 > 0:48:23- 2½ hours of competition starts now. - Move that one.
0:48:23 > 0:48:25Good luck, everybody.
0:48:26 > 0:48:31'With just 2½ hours to build, paint and sculpt a set of immaculate nails,
0:48:31 > 0:48:34the competition is a test of skill and nerve.'
0:48:34 > 0:48:39Listen, if you do that again, you will be disqualified, do you understand?
0:48:39 > 0:48:44I'm going to put the red on this hand. I'm just prepping these nails to put the red on.
0:48:44 > 0:48:50They'll have time to dry and then I'm going to put the white tips on the other side after.
0:48:50 > 0:48:51Ah!
0:48:51 > 0:48:53It'll be all right.
0:48:53 > 0:48:58'It's hard to overstate the pressure I've put on Dee Dee by thrusting her on to this international stage.'
0:48:58 > 0:49:01I'm not looking at everybody, I'm getting on with it.'
0:49:01 > 0:49:05'I don't expect her to win any prizes in such elite company.'
0:49:05 > 0:49:08'It's all about boosting her confidence and in the process
0:49:08 > 0:49:11helping her to re-engage with the business and her sister.'
0:49:11 > 0:49:15She hasn't looked at us yet. We don't want her to.
0:49:15 > 0:49:18- We don't want to put her off her stride.- No.
0:49:18 > 0:49:21Attention, competitors.
0:49:21 > 0:49:24You have one hour remaining.
0:49:24 > 0:49:27I'm now feeling the pressure because of the time.
0:49:27 > 0:49:29I thought I was OK but I feel the pressure.
0:49:31 > 0:49:34I think Dee Dee is proud of what she's doing.
0:49:34 > 0:49:38That's what you need. That's that thing, the passion, isn't it?
0:49:38 > 0:49:40Competitors, you have two minutes left.
0:49:42 > 0:49:44Give us your red one.
0:49:49 > 0:49:53'Dee Dee finishes right on the buzzer with a stunning set of nails.'
0:49:53 > 0:49:55'Her relief is obvious.'
0:49:56 > 0:49:58You've done it. You've done it.
0:49:58 > 0:50:00Oh, that's fantastic.
0:50:00 > 0:50:03Thank you.
0:50:03 > 0:50:05I love you.
0:50:05 > 0:50:07You looked as calm as a cucumber.
0:50:07 > 0:50:09You finished.
0:50:09 > 0:50:12LAUGHS
0:50:12 > 0:50:14I've learnt so much.
0:50:14 > 0:50:18It's just the start now. This is the start of your journey.
0:50:20 > 0:50:22You're going to carry on, aren't you?
0:50:22 > 0:50:26Yeah, definitely. Definitely. I feel so confident doing them, nails now.
0:50:26 > 0:50:28The salon...
0:50:28 > 0:50:32'It's the best I could have hoped for. Dee Dee has excelled herself,
0:50:32 > 0:50:34producing stunning competition-standard nails
0:50:34 > 0:50:37that she can be more than proud of.'
0:50:37 > 0:50:39CRIES
0:50:39 > 0:50:45'I was banking on the competition putting the fire back in Dee Dee's belly so that
0:50:45 > 0:50:48she and Asti could reconcile and return to the business
0:50:48 > 0:50:51with the renewed desire to move things forward.'
0:50:51 > 0:50:53'And I'm not disappointed.'
0:50:53 > 0:50:57I need to keep busy with the nails. I need to keep the interest there
0:50:57 > 0:51:02and start learning more things. I'm up for doing another competition.
0:51:02 > 0:51:04Hopefully, I might win next year.
0:51:13 > 0:51:15'It's my last day in Braintree.'
0:51:15 > 0:51:19'In the girls' absence, the salon makeover has been completed,
0:51:19 > 0:51:23which means this final reveal will be a surprise to us all.'
0:51:23 > 0:51:28Look, girls. A sign. A hanging sign at last.
0:51:28 > 0:51:30'I hope they like it.'
0:51:30 > 0:51:33Ooh!
0:51:33 > 0:51:35Oh, my God!
0:51:35 > 0:51:38It don't look like the same place.
0:51:38 > 0:51:41No, it doesn't.
0:51:46 > 0:51:52'The salon has been flipped on its head. Asti is the company's greatest asset and, as such,
0:51:52 > 0:51:54- she should be on show.' - Look at the chairs!
0:51:56 > 0:52:00'Two new styling stations have been created,
0:52:00 > 0:52:02complete with designer washbasins.'
0:52:02 > 0:52:05Dee Dee can do a nice hand massage.
0:52:05 > 0:52:07Be with you in a minute.
0:52:09 > 0:52:12'A new nail table has been given pride of place in the light of the window.'
0:52:12 > 0:52:18'And a state-of-the-art computerised booking system adorns the revamped reception desk.'
0:52:18 > 0:52:21This now looks like a very professional, high-class salon.
0:52:21 > 0:52:24- And perception is half the battle. - Um-hmm.
0:52:24 > 0:52:27'We've created a space that is chic.'
0:52:27 > 0:52:31Martini glasses in there. Shaken not stirred.
0:52:31 > 0:52:33'Stylish.' Look at the chandeliers.
0:52:33 > 0:52:38'And most importantly of all, arranged for maximum efficiency.'
0:52:38 > 0:52:41I love it. I can't wait to work and see it all in action.
0:52:41 > 0:52:44I want to get working. I do. I want to work.
0:52:48 > 0:52:52'To show off the refreshed salon, I've invited the best of Braintree
0:52:52 > 0:52:57and a few of the industry's most influential figures to be the first to test the treatments
0:52:57 > 0:53:00and judge the salon's success.'
0:53:02 > 0:53:05It's done. Great.
0:53:05 > 0:53:07I just need some people now.
0:53:07 > 0:53:10Wow! These are really fantastic.
0:53:10 > 0:53:14In that first day of training at Daniel Galvin,
0:53:14 > 0:53:16he said she needed to sharpen up her technique.
0:53:16 > 0:53:22It certainly looks as though she's managed to do that in the intervening months, doesn't it?
0:53:22 > 0:53:27'But will the future customers and industry experts like it?'
0:53:27 > 0:53:29Hello.
0:53:29 > 0:53:35'It's their big chance to promote the new package treatments and the pamper parties.'
0:53:35 > 0:53:37Must give you this.
0:53:37 > 0:53:42'Get it right and Martini's could really put itself on the Essex map.'
0:53:42 > 0:53:47I'm Asti. This is my salon. This is Dee Dee, she's our nail technician, my sister.
0:53:47 > 0:53:51'Today's invited guests are the new Essex girls.'
0:53:51 > 0:53:56'They love looking their best and they're prepared to pay good money for top treatments.'
0:53:56 > 0:54:00'If Martini's is going to become Braintree's destination salon of choice,
0:54:00 > 0:54:03these are the people the girls must impress.'
0:54:04 > 0:54:07This is the lash and brow lunge. This sued to be the hairdresser's
0:54:07 > 0:54:10The more treatments you have the more money you save.
0:54:10 > 0:54:13Have some nibbles and more knock-your-head off martinis.
0:54:13 > 0:54:18- Thank you. I like that one better. - Go for that one.- Yeah.- Yeah.
0:54:18 > 0:54:20- What do you think? - It's lovely.- Yeah?
0:54:20 > 0:54:24- You like it?- Yeah, definitely come back.- Oh, good.
0:54:24 > 0:54:29Situated nice. Nice area. Friendly girls.
0:54:29 > 0:54:33- Do you think you might give it a go? - Yeah, I'll start coming here.
0:54:33 > 0:54:36Oh, good. Yeh! What about you, darling?
0:54:36 > 0:54:40Definitely. I live in Chelmsford but I wouldn't mind travelling here.
0:54:40 > 0:54:42'It's a fantastic response.'
0:54:42 > 0:54:47'But if they want to join the Essex elite, they'd do well to impress one of their most famous neighbours.'
0:54:50 > 0:54:55'Lauren Pope made her fortune in the beauty industry before becoming the super sassy star
0:54:55 > 0:54:59of hit TV show The Only Way Is Essex.'
0:54:59 > 0:55:01This is the hair bit.
0:55:01 > 0:55:06- I love that area.- Isn't it pretty? - Yeah. It's really cosy.
0:55:06 > 0:55:08'While I must confess I'm not an avid viewer,
0:55:08 > 0:55:11TOWIE gave the beauty business a huge boost.'
0:55:11 > 0:55:15'And Lauren's seal of approval would be a coup for Martini's.'
0:55:15 > 0:55:18- Hello. Thank you for coming. - That's all right.
0:55:18 > 0:55:23- This is Asti, the owner of the salon. - Oh, well done. It looks brilliant.
0:55:23 > 0:55:29It's like a girls' night in but with professional people. That's how we wanted it to feel.
0:55:29 > 0:55:32OK. Now you can wipe your eyes.
0:55:33 > 0:55:37- I need to come back and do all the treatments.- Thanks, darling.
0:55:37 > 0:55:41- Thanks, Sandra. - Thanks.- Bye.- Bye.
0:55:45 > 0:55:47'I started my time in Martini's in despair.'
0:55:47 > 0:55:50'But I've finished with a sense of hope.'
0:55:50 > 0:55:53'Asti is flying high.'
0:55:53 > 0:55:58Getting the reactions from everybody, that's made me happy. We've had a few bookings.
0:55:58 > 0:56:01'And after her experience at the Nailympics,
0:56:01 > 0:56:05Dee Dee has a fire in her belly and a renewed enthusiasm for the business.'
0:56:05 > 0:56:08What would you like done today? Would you like me to do your hands?
0:56:08 > 0:56:13'It's been a rough old ride and I don't think the family is out of the woods yet.'
0:56:13 > 0:56:18'But at least they now have the tools and the talents to make their salon a success.'
0:56:20 > 0:56:25- We'll do the pamper parties, have a few and tell you how they go.- Ah!
0:56:25 > 0:56:28Good luck, darling. Good luck.
0:56:28 > 0:56:31I'm rooting for you.
0:56:31 > 0:56:34For four months, I've worked with Asti, Dee Dee and Sandra.
0:56:34 > 0:56:38It may seem like a long time but it's passed in the twinkling of an eye.
0:56:38 > 0:56:40I can't believe how much they've done.
0:56:40 > 0:56:43And if sometimes I've had to pull them up by their boot straps,
0:56:43 > 0:56:45look where they are now.
0:56:45 > 0:56:47They were a complete mess when I first met them.
0:56:47 > 0:56:51But I really do now have great hopes for their future.
0:56:58 > 0:56:59Look at that shine.
0:56:59 > 0:57:05'It's been ten weeks since I left the salon and my biggest concern was that Asti and Dee Dee
0:57:05 > 0:57:09might never manage to establish a good working relationship.'
0:57:09 > 0:57:14It is quite hard fro Dee Dee to treat me like she would a boss.
0:57:14 > 0:57:18We will never ever agree on things, me and Ast.
0:57:18 > 0:57:22But I think Dee Dee realises a bit more that it is important to me.
0:57:22 > 0:57:26Having this salon to me is like her having her children.
0:57:26 > 0:57:29'Customer numbers are yet to show a major increase
0:57:29 > 0:57:32but they are sticking to the revamped business plan.'
0:57:32 > 0:57:34We had a brilliant night on Friday.
0:57:34 > 0:57:39We did shellac nails, eyelashes, eyebrows and a facial.
0:57:39 > 0:57:43You get free tea and you get 30% off.
0:57:43 > 0:57:45- It's amazing. - It is, isn't it? Thank you.
0:57:45 > 0:57:47- Thank you. - Very good job.
0:57:47 > 0:57:50'And what's more, Asti's work on the photo shoot
0:57:50 > 0:57:55is about to get far bigger recognition than any of us expected.'
0:57:55 > 0:57:59Oh! Oh, my God! That's going to be amazing.
0:57:59 > 0:58:02I can't believe you're on the front flipping cover.
0:58:02 > 0:58:05All I wanted was one of them pictures in the magazine.
0:58:05 > 0:58:10- Just to be in it. Now it's on the front. It's brilliant.- Fantastic.
0:58:10 > 0:58:14- We're not just any old hairdresser's now.- Not now you got that.- Not now.
0:58:15 > 0:58:17Brilliant.
0:58:20 > 0:58:22Subtitles by Red Bee Media Ltd