Martinis Alex Polizzi - The Fixer


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'I am Alex Polizzi.'

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'I cut my teeth in my family's international hotel empire.'

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'And now run a multimillion-pound food business with my husband.'

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'Last year, I fought to save six failing family firms.'

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This family business has actually ruined our family.

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'Now I'm back for a fresh fight...

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Attitude, woman. Listen, I'm on your side.

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..to pull six more families back from the brink.'

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-There's no communication.

-You're going to quit?

-Yeah.

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'In the midst of economic crisis, thousands of firms are going bust every month.'

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Just in the last three months, you've lost about £3,000.

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I'm really struggling.

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'Everything is at stake.'

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Where is the money coming from?

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'It's more than finance, it's family.'

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-Answer me a question.

-You're not going to see in it!

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Everybody keeps saying, "You're lazy. You do nothing."

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Now I'm properly dreading it.

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'This week, I take on an Essex salon that's suffering a serious slump.'

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It looks a bit like you've set up a salon in your back room.

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I lost it. I know I lost it.

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-'Will squabbling siblings,...

-You're going off. I thought that had ended.

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-You won't see it, will you?

-Mum, I can't work with someone like that.

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..and sloppy skills...'

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-You're not going to electrocute me.

-I won't.

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-Get working.

-Bloody hell.

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'..spell the end of this backstreet boutique?'

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Take all your excuses as read and don't bother giving them to me.

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I'm on my way to Essex to the Martini Salon in Braintree.

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I don't know whether it's justified or not but my idea of Essex style

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is all perma-tanned, very high heels, very short skirts

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and very long hair extensions and lots of fake eyelashes.

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I don't know if that's really fair. I'm about to find out.

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'With a value of over £15 billion, the beauty industry in the UK

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employs almost a million people.'

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'And while retail sales figures have fallen by as much as 20% in recent years,

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the beauty industry has remained buoyant,

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showing small but consistent growth.'

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'However, Martini's is a backstreet salon in financial meltdown.'

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Hello. Hello. Martini's.

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Oh, wow! How good's that?

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-'Asti Martin opened here four years ago with her mother Sandra.'

-Hello.

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-'Asti cuts hair.'

-So, do you want to leave this?

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'Sandra offers the latest in non-surgical facelifts.'

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You come and have your face done and you just feel nice.

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'And Asti's sister Dee Dee works part-time offering nail treatments.'

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Totally pampered from head to toe.

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'But the siblings fiery relationship has been threatening to destabilise the business.'

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The girls sometimes fall out a little bit.

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-You wouldn't get upset if I was late.

-We both agree. We both agree.

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'We will bitch at each other, we will shout at each other.'

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When Asti's stressed about work,

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she's quite moody and quite snappy, she's snappy.

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I think, with Dee Dee, it's more about a wage.

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Asti wants more from me than I want to give.

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'Squabbling siblings is just one of the problems facing this struggling salon.'

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'Their business model has not delivered a profit.'

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'And despite offering top-to-toe treatments, their bottom line is far from attractive.'

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Every month, every day, your bank balance goes back to nothing,

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it's just ticking by. You can't give yourself any wages.

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-You haven't had a holiday for three years?

-No. Devoted, ain't I?

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'Asti invested her life savings to found this family firm.'

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'And the struggle to make ends meet has taken its toll.'

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If we can't build up the business and make a go of it in this next six months,

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it's going to break my heart but we'll have to let it all go.

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It's basically what Asti lives for.

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I know it would completely do her in.

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And that worries me a hell of a lot.

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'If the business folded, Asti would be left with nothing.'

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-I think, if I didn't carry on, I'd lose my dream.

-Really?

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I'd just feel a failure, I suppose.

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My dream's then finished, isn't it?

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'I have just four months to set the Martin family straight

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and tease out a solution to the lacklustre performance of their salon.'

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Obviously, I'm the antithesis of the Essex girl. I like the natural look.

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But, allegedly, women in this country spend over £2,000 a year

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on hair and beauty. If that's true,

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there's a lot of money in this industry

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and it's a good business to be in if you're doing it right.

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'However, there are a dozen salons just a few minutes walk away.'

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'And over 100 within a 20-mile radius.'

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'And what's worse, Martini's is hidden down a side alley.'

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So there we have the Martini's sign.

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It's hardly glamorous or very professional looking.

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-Hello, Alex. All right?

-Asti.

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-Very nice to meet you.

-And you too.

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-Hello.

-Hello.

-The rest of the family.

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Hello, Alex. Dee Dee.

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-Hi, darling.

-Hello, Alex. Nice to meet you.

-Very nice to meet you too.

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OK. So the first thing I'd like to do, if it's all right with you,

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-is have a little snoop about.

-Yep.

-All right.

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'This small and imperfectly formed salon is set over two floors.'

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'A treatment area and reception on the ground floor.'

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'And upstairs a dingy two-seater hair salon and treatment room.'

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# I feel pretty

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# Oh, so pretty #

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That needs a bit of a hoover. Not very appealing so far.

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It just looks a bit of a mess.

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'Having spent over £15,000 on equipment,

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the Martini girls have gambled heavily on the kit required for a range of pricy treatments.'

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'In their situation, it's not a wise business move, putting more pressure on them to increase turnover.'

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I'm not entirely sure this is where I'd choose to have my extremely expensive facial treatment.

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Mmm!

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I don't find the Martini bottles amusing.

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I don't find all those little pictures amusing.

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This is a little bit nasty.

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It just looks pretty amateur, I think.

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I suppose, the first thing to do is find out from them why it's like this.

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'In a recession, with less money being spent,

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it is the best-run and best-presented firms that will get the business.'

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'Not the shabby ones tucked out of sight.'

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Come on, darling.

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-Do you know what, everything you're going to say...

-You know.

-..I know.

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-She knows.

-It happens all the time.

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But I just haven't been able to do it.

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Darling, come into the salon. All this,

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-you can see what's happening. How ever often you wipe it...

-I wiped that on Saturday, I swear.

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Look at the cracks in the ceiling. I'm not making excuses.

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I'm not making excuses. Once I've been in here all day Saturday,

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I end up doing the whole thing at the end of the day and I probably don't do it...

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Why don't we have a shorthand together?

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Take all your excuses as read and don't bother giving them to me.

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OK. And we're just going to find solutions.

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'They have to reinvent themselves and become a destination salon.'

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-It doesn't look very professional, does it?

-No.

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It looks a bit like you've set up a salon in your back room.

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'But that will have to wait until I've addressed a few business basics.'

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Who does what around here exactly?

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As in, um...?

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Do you have clearly defined roles?

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Is there one of you who is supposed to be looking after the business side it?

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No, not really. Apart from Asti.

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Do you have a handle on your finances? Do you know where you are?

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Do you know what makes money, what doesn't?

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-Treatments wise?

-No, overall, darling.

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Because every treatment has an associated cost, obviously.

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So do you know what percentage profit you're making on every kind of treatment?

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-No.

-No, if we're honest. No.

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That is definitely our failing. Definitely our failing.

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They have got so many fundamentals wrong that I'm struggling to know where to start.

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They don't cost out their treatments.

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The whole place is pretty dingy, dirty.

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There doesn't seem to be any clear leadership or definition of roles.

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God! I could pretty much cherry pick which one of those I deal with first.

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So I think it's really important that they prove to me that they are at least good at what they do.

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Otherwise, I'm going to abandon all hope and get the hell out of here.

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'I need to know that the Martini girls have the skills

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to move the salon forward and meet the tough challenges ahead.'

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'So I've invited a team of mystery shoppers to put them to the test.'

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Do come in.

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'What I haven't told them is that they are industry experts in their fields.'

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Hello. I'm Sandra.

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-Good to meet you.

-What are you having done?

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'Their feedback will reveal what I'm up against.'

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'I'm hoping that the skill level at Martini's is the one thing I won't have to worry about.'

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It's cold.

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You're perfectly safe. I've been doing this since 1994.

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-This treatment?

-Yes.

-You're not going to electrocute me.

-I won't.

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Tell me why you use that thing on my nails.

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Basically, I'm pushing down your cuticles

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I heard that cutting cuticles is not a good thing. It makes them thicker.

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You've got to be careful where you cut them.

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Yeah, it's so small in here, you end up listening to other people's conversations.

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But if there's someone else in here, usually everyone starts chatting with each other.

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-It's so nice.

-Do you not find that sometimes people don't like that?

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What I'm doing is sending an electrical pulse into your brain.

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New clients, I like to do one side of the face first so that they can see the comparison.

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That's brave. Is that the recommended way of doing it, do you think?

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-Um...

-It wasn't the way I had mine treated.

-No, it's not the recommended way of doing it.

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Do I need to come back regularly?

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Well, it's recommended you come back every six weeks to get a manicure.

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And the mistress and the wife were both in there.

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And we went, "Oh! What are we going to do?"

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'It's time to take a deep breath and face up to their findings.'

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'Although, I fear these experts may be even tougher than me."

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Dee Dee, we've not been honest with you.

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I've been in the beauty industry for over 30 years. My actual background is medication.

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-Somebody coming into the salon for a French would expect it to be better than what you presented.

-OK.

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-There are things you told me that weren't correct in the industry.

-OK.

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It was a bit back to front on some of your routine.

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I think it would be an advantage to you to go back to the training again.

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'It's tough to hear criticism but better than continuing as they are.'

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Constructive criticism is OK.

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I feel a bit down now. I feel a bit shit.

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Didn't realise I was getting a client in. I wasn't prepared for it.

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'Dee Dee has to leave to pick up her children.'

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'It's a shame as I wanted all the family to stand united to hear what all the experts have to say.'

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This is not just people I've picked up off the street.

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This is a jury of your peers who between them have a wealth

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of experience, awards, professional qualifications.

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Any suggestions how to improve, please?

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There are areas I could pick up on in the salon. But the quality and standard could improve.

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You could go further and just have a little bit more training.

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Sandra, that concerned me is that I asked you if you were running late

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and you said, "It doesn't matter, I'd do the same for them."

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-You need to keep it in the frame.

-I think everyone's a bit too chatty.

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-Would you agree or disagree?

-I'd agree.

-Sometimes.

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-Some of the conversations were not quite appropriate.

-You have to keep it professional.

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'The discovery of inadequate skills

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and poor customer service is a huge disappointment.'

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'It's not a good start.'

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God! That was a really, really painful day.

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I was hoping, once I'd turned up and seen the salon, the state of it, really,

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that the skills of the operators were going to be beyond doubt.

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So it's been a bit of a shock to find out that there needs to be so much more training and development.

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She's got to see this as a big opportunity for Martini's

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and I've got to help them make the most of themselves.

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'Sourcing appropriate training may just have jumped to the top of my to-do list.'

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'But my priority is tackling the finances of the company.'

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'Yesterday's admission that no one keeps an eye on the accounts was more than a little worrying.'

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Alex is looking at the accounts this morning.

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That was worrying me because I know I'm going to get a massive telling off.

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-Morning.

-Morning.

-Oh, you've got a little box.

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I don't think it's all accounts. I haven't got a clue what's in there.

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-What happened there?

-I think I've got a mental problem.

-Oh, God!

-I put things out of my way.

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Morning.

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-Does this just completely freak you out every time you look at it?

-I don't look at it.

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Mum don't work any other way.

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What I do is, everything goes in there and when it gets too much for me, I take it home.

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It's no wonder this is all a bloody mess.

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I just want to be clear. You know, I can't really work like this.

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I mean, it's going to do my head in completely.

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Whose responsibility is the rent on this place?

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Well, we both pay, me and my mum.

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-Who is Dee Dee paid by?

-Me.

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Because Dee Dee does the nails and mum buys the stuff...

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-Who pays for the stuff?

-Me.

-How do you get paid back for that stuff?

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Hopefully, in the takings.

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'I fear I may have just walked into a minefield.'

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'This is one of the most shambolic and confused business structures that I've ever come across.'

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'We can sort the boxes of receipts

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but the problem of who's in charge could be tougher to tackle.'

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It's all gone out of my hands really.

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Before Dee Dee was here, it was more part of my business.

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I don't want to be responsible for having to tell my sister what's right and wrong because we fight.

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This is a situation that can't work like this, can it?

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Do you want to empower Asti to be the boss here?

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-Yes.

-But you don't.

-Well then,

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you have got to work out how you're prepared to do that.

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You two have got to talk turkey about what Dee Dee's position is.

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Of course she's your sister but a lot of arguments will stop if she's employed by you.

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Is this place going to survive?

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Can we make this work?

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'I've taken on a business with poor finance management, no clear leadership,

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and staff that are worryingly underskilled.'

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'If Asti ever had a vision of what the salon could be,

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she has clearly lost the passion and the drive that inspired it.'

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'In search of inspiration, I'm taking Asti back to her roots

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and the kind of vibrant salon environment

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where she learned her craft.'

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'We're heading to another family business but this one's a multi-award-winning firm

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founded by Daniel Galvin 50 years ago.'

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'He has worked with some of the biggest names including the Beatles, the Rolling Stones and Madonna.'

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-Hello.

-Hello, Asti.

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'I'm hoping that Daniel's infectious and undying enthusiasm for his craft

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will give the girls the boost they'll need to better their business.'

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There are many things to say for philosophy.

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When a client comes in today, I'd like her hair to be better than last time.

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But hopefully not as good as next time.

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We always strive for excellence. The other thing is, perfection

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is a journey not a destination. We're always learning.

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Very interesting.

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He's clearly still immensely passionate about what he does.

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It's interesting that that professional development can happen at any time in your life.

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'Daniel's team have agreed to let the Martini girls loose in their esteemed establishment.'

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-Are we going to divide and conquer? I

-think we are.

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'Dee Dee' been offered nail training.'

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'Sandra's checking out reception.'

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'And I've asked Daniel's son James to put Asti through her paces.'

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However you would approach this, whatever service you deliver, I want you to do that.

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OK. So. You probably don't want to hear it but you've got huge splits all the way up.

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That's going to be difficult. They're losing their colour as well.

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-Do you straighten your hair a lot?

-I don't.

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I would really want to cut probably about this much off the front.

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I've noticed a couple of times, madam has picked up the towel and wiped her own hair.

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That's going to go through to her clothes.

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'My biggest fear is that James will feel Asti has slipped beyond the point of no return.'

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Thanks very much.

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Right. So give us the debrief.

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With your consultation, I thought the whole approach sometimes with the client is so...

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Especially in this day and age,

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and we're charging the prices we charge,

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and the economy is the way it is right now.

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It's almost that we've got to go out of our way that little bit extra

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to make that client feel special, feel nurtured and comfortable.

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-How was that haircut?

-That haircut could have been cleaner.

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Because you're the only hairdresser in your salon, you don't see what other hairdressers are doing.

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You're missing out on that. Education is so important.

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-One of the things we have to do is get some more training.

-Absolutely.

-I'd love more training.

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-Wasn't it lovely to hear Daniel say, "I'm always learning. I never stop learning"?

-Definitely.

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I mean, if he can bloody say that. There's no shame in it.

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I'd do that every day of my life if I could.

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It's made me... My passion for hair... Being here to see...

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Oh!

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CRIES

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I lost it. I know I lost it.

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You haven't lost it, Asti.

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-It's still there.

-You know what you need?

-It's the person I used to be.

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Is here in the salon watching everyone, not just being bogged down with the shit of everything.

0:20:130:20:19

Every day I feel like my dream is moving further and further away.

0:20:190:20:24

And I'm not prepared to give up yet.

0:20:240:20:27

'That emotion and passion is the glimmer of hope that I've been waiting for.'

0:20:280:20:33

'It could be the one thing that pulls the business out of the doldrums.'

0:20:330:20:38

So you guys have got a lot to do.

0:20:380:20:40

You need to talk about the structure of how Martini's works.

0:20:400:20:44

The management structure.

0:20:440:20:46

The salon has got to be cleaned from top to toe.

0:20:460:20:49

You have to admit that there's a big problem here.

0:20:490:20:53

This is not something that's going to go away or get better without you committing to making a difference.

0:20:530:20:59

'Passion alone won't keep the salon afloat, the whole business needs to be revitalised.'

0:21:020:21:07

'I have big plans for the interior but until I send in the experts to look at the layout,

0:21:160:21:20

a spruce up will have to do.'

0:21:200:21:23

Go on, Ast, lift it.

0:21:260:21:28

Oh, it makes you realise how dirty that carpet was.

0:21:320:21:36

We got some space. We got some space.

0:21:360:21:39

Oh, my God! Look at that!

0:21:410:21:44

Look at the state of that!

0:21:450:21:48

'I've also asked Asti and her mum to polish up their act when it comes to the business basics.'

0:21:480:21:54

-That's how much I charge.

-I was working out how much it costs to open the door in the morning.

0:21:540:22:00

-I've written it all down.

-I know, I just wanted an end-of-line costs.

0:22:000:22:05

Just how much it costs you per month.

0:22:050:22:07

-No? Don't get that?

-No, not really.

0:22:070:22:09

'She does get frustrated with me. At times, I find it quite upsetting.'

0:22:090:22:13

'It can get to me.'

0:22:130:22:16

I suppose that's where working with family comes in.

0:22:160:22:19

Because I'm her mum, she can actually take it out on me.

0:22:190:22:24

Not that because that's the nails.

0:22:240:22:26

'This is yet more evidence that the only way this business

0:22:260:22:31

can move forward is if Asti steps up and takes control.'

0:22:310:22:35

I've got this dream that's inside me that I want to fulfil.

0:22:350:22:42

If I lost the business, I'd just feel so responsible.

0:22:420:22:45

My mum wouldn't have a job, my sister wouldn't have a job.

0:22:450:22:49

I can't let it go until... until I can see it's happening.

0:22:490:22:54

'But to do that, Asti must tackle her sister's apparent lack of commitment.'

0:22:540:22:59

I know that Dee Dee just wants to work and do her couple of days.

0:23:000:23:04

You do, don't you? You just want to do your few days.

0:23:040:23:06

I know you want to be a part of it but you've got other pressures and other things in your life.

0:23:060:23:11

I can't have more stress in my life. It's hard enough looking after two girls.

0:23:110:23:15

I just want a job so I can earn myself some pocket money.

0:23:150:23:21

I said I wanted someone who can give me more time and dedication.

0:23:210:23:28

And then it was, "It'll be all right. It'll be all right."

0:23:280:23:31

It's your dream and we're working here and that's it.

0:23:310:23:36

You want... This is your life. This ain't... It's not my life.

0:23:360:23:41

-Yes, fine.

-That's it. That's how you end things. We both agreed.

0:23:410:23:45

-You're going off.

-You won't see it, will you?

0:23:450:23:49

Just wait a minute. What are you going for?

0:23:490:23:52

She just basically grilled me.

0:23:560:23:58

-That's just Dee Dee.

-I know but I can't work with someone like that.

0:23:580:24:02

I love my nieces. But I do think that if Dee Dee didn't have children,

0:24:070:24:13

and she was 100% with me in this, I do think we would work really well together.

0:24:130:24:17

But when we don't see eye to eye, we clash.

0:24:170:24:21

We're like magnets. We either bond or repel.

0:24:210:24:25

It started causing a big problem about my children.

0:24:250:24:29

I need to work more but I've not gone home to look after the kids.

0:24:290:24:33

I'll just be like... I won't do it any more.

0:24:330:24:36

That'd be it then. It'd be my last week. I won't do it no more.

0:24:360:24:40

They can find somebody else. That's how it makes me feel sometimes.

0:24:400:24:43

'No one blames Dee Dee for putting her children first. But she's not in a unique position.'

0:24:430:24:49

'Almost half the UK's female work force are working mums.'

0:24:490:24:53

'It's hard but where there's a will there's a way.'

0:24:530:24:57

'I just need to motivate her.'

0:24:570:24:59

It's been quite a few weeks since I was last at Martini's,

0:25:020:25:05

which should have been plenty of time for Dee Dee, Asti and Sandra

0:25:050:25:09

to get on with the homework I left them.

0:25:090:25:11

-Hello.

-Hello.

-Hello.

0:25:180:25:21

-Good to see you.

-Thanks, darling.

0:25:210:25:24

This looks fantastic. I mean, honestly.

0:25:240:25:27

It looks a lot more professional. So, good.

0:25:270:25:30

'Salon spotless. I have a bit of a bombshell to drop.'

0:25:300:25:35

'To try and get Dee Dee to re-engage with the business,

0:25:350:25:38

I've entered her into the nail industry's most hotly contested competition.'

0:25:380:25:43

-I have entered you into the Nailympics.

-After I've done some training? That's all right.

0:25:430:25:49

LAUGHTER

0:25:490:25:51

-You nearly gave me a heart attack.

-Don't be scared. I'm not trying to make you look silly.

0:25:510:25:56

I think it's nice to have a goal to do something for.

0:25:560:25:59

Yeah, lovely. Thank you.

0:25:590:26:01

'Dee Dee will have to learn new skills for the competition,

0:26:030:26:07

which she'll bring in to the salon to boost income and confidence.'

0:26:070:26:10

'I just hope she can take the pressure.'

0:26:100:26:14

'I can now turn my attention to the rest of the family.'

0:26:160:26:19

'The Martini girls were criticised by my secret shoppers for taking too long over treatments.'

0:26:190:26:25

I get frustrated with it sometimes when I know there's someone else waiting downstairs

0:26:250:26:30

and Asti's fluffing about with a woman who should've been gone 20 minutes ago.

0:26:300:26:34

-You like bit of fringe down?

-Yeah.

0:26:340:26:36

It might take me another 20 minutes but I will take that extra 20 minutes.

0:26:360:26:40

-Is that good?

-Very nice.

-Thank you.

0:26:400:26:43

You are actually all very chatty, very great with your customers.

0:26:440:26:50

Unfortunately, that isn't brilliant for your bottom line.

0:26:500:26:53

It is really all about efficiency,

0:26:530:26:55

making the best use of your skills available and making sure every hour counts.

0:26:550:27:01

'This is so crucial to the salon's success that I need to ensure

0:27:010:27:04

that the Martini girls acquire the skills they need

0:27:040:27:07

to offer speedy top-flight customer service.'

0:27:070:27:11

# Come fly with me, let's fly, let's fly away

0:27:110:27:18

# If you can use some exotic food... #

0:27:180:27:23

Please, can I introduce you to Asti, Dee Dee and Sandra.

0:27:230:27:27

-Hi.

-Morning.

-Morning. Welcome to Virgin. My name's Lisa.

-Hello, Lisa.

0:27:270:27:31

I've decided to bring the ladies from Martini's here because,

0:27:310:27:36

to move their business forward,

0:27:360:27:37

I think it's really important they learn to offer truly efficient service.

0:27:370:27:42

And also how to engage with their customer appropriately.

0:27:420:27:45

Both are skills which this company has in spades.

0:27:450:27:49

Lovely. Great.

0:27:500:27:53

'Virgin Atlantic has given us access to their state-of-the-art training centre.'

0:27:530:27:57

'They spent millions building this world-class facility

0:27:570:28:00

where they prepare their staff to face the public.'

0:28:000:28:03

So now we are suitably attired, I'm handing them over to you for training.

0:28:030:28:09

We're going to do a drinks service. Two on a cart, one at each end.

0:28:090:28:13

We've got customers and you're going to serve them drinks.

0:28:130:28:16

We've been talking about efficiency and how to offer customer service at the same time.

0:28:160:28:21

-Is there a kind of time?

-Normally it's 20 minutes to serve every 300 customers.

0:28:210:28:26

-Today's activity, we've got 90 seconds to serve 4 customers.

-OK.

0:28:260:28:32

And away you go.

0:28:320:28:34

Hello.

0:28:340:28:36

'To add to the challenge, the stewardesses have been asked

0:28:360:28:39

to try and distract the Martini girls from their task.'

0:28:390:28:43

I'll make you it. You want ice?

0:28:430:28:45

Orange or apple juice?

0:28:450:28:47

-Have you been to Barbados?

-We have.

0:28:470:28:50

-This is my second flight to Barbados.

-Where do you go at night?

0:28:500:28:54

-I often stay in the hotel actually.

-Where do you stay?

-Um...

0:28:540:29:00

I'll get you a glass of champagne.

0:29:000:29:02

We stay in various hotels.

0:29:020:29:05

-All right. OK.

-I've poured out the wrong juice.

0:29:050:29:08

That lady's taken Dee Dee's attention for so long

0:29:080:29:12

that it's hard for her to concentrate on serving.

0:29:120:29:15

And it's also, where do you cut that conversation to serve somebody else?

0:29:150:29:20

-OK, that's it.

-Ten minutes.

0:29:230:29:26

About eight minutes.

0:29:260:29:29

'Dee Dee and Sandra may have utterly failed to stick to the schedule

0:29:290:29:33

but now we up the ante for Asti, the Martini girl who has consistently failed to deliver on time.'

0:29:330:29:39

As we've got an extra two customers, I'll give you some extra time.

0:29:390:29:43

-You've got two minutes to serve the cabin.

-Two minutes?

-Off you go.

0:29:430:29:46

'The challenge is about focusing on the task at hand.'

0:29:480:29:51

'Asti, until now, has shown that she is all too easily distracted.'

0:29:510:29:55

-Oh, sorry.

-Orange juice.

0:29:550:29:58

-Do you have stirrers?

-We have a welcome cocktail.

0:29:580:30:01

'Her focus may have improved but now she's forgotten she's working on a team.'

0:30:010:30:06

-Have you been to Barbados before?

-I have been before. It's a lovely place.

0:30:060:30:11

-Is it your first time?

-Yes. Where do you go of a night time?

0:30:110:30:14

Do you know what? I just love to relax.

0:30:140:30:18

Once I've finished serving the others, I'll come back. Enjoy your flight.

0:30:180:30:22

And then off to Jamaica. You OK?

0:30:220:30:25

OK.

0:30:250:30:27

-Timing-wise, just slightly over eight minutes.

-Oh, my God!

0:30:270:30:32

But you did have an extra two customers, so you did the same amount of time you did earlier.

0:30:320:30:38

We know you're in a completely different business. But I think

0:30:380:30:42

some customer-service skills are translated across every business.

0:30:420:30:48

You know that you're on this time schedule and I think that's the point.

0:30:480:30:52

That you have to respond appropriately whatever the occasion.

0:30:520:30:57

I didn't get my stirrers. I was trying to say discreetly, "Can you get me some stirrers?"

0:30:570:31:02

I know, but I was in a conversation.

0:31:020:31:04

'Before we leave, I've lined up some more advice for the girls

0:31:060:31:09

from the most-famous entrepreneur in the country.'

0:31:090:31:13

Can I ask you, Richard, do you think there are any universal truths about how to ensure

0:31:140:31:20

a customer-facing service business succeeds?

0:31:200:31:23

'You have to think, "What is a business?"'

0:31:230:31:25

'A business is trying to make areal difference to other people's lives.'

0:31:250:31:29

'If you're going to stand out from the crowd, you've got to be the best in town.'

0:31:290:31:34

'If you're an airline, you've got to be the best airline in town.'

0:31:340:31:39

'If you're a beauty parlour, you must be the best beauty parlour.'

0:31:390:31:42

'And you must give different people a real reason to want to come and use your services.'

0:31:420:31:49

How important do you think excellent customer service is to the success of your business?

0:31:490:31:54

'Excellent customer service is really almost all there is.'

0:31:540:31:58

'You need to give your staff tools

0:31:580:32:02

so that they can do a great job.'

0:32:020:32:06

We've enjoyed every minute. It's been so useful. Thank you.

0:32:060:32:10

-Thank you very much.

-And it's an absolute pleasure to talk to you.

0:32:100:32:14

-'It's been a pleasure.'

-Oh! Mwah!

0:32:140:32:17

Thank you very much for your time, Richard.

0:32:170:32:20

-Thank you. Bye.

-'Pleasure.'

-Bye. Bye.

0:32:200:32:24

-That was something, wasn't it?

-I'm totally star struck.

0:32:270:32:31

I'm just blown away that we've just spoken to Richard Branson.

0:32:310:32:34

I'm star struck.

0:32:340:32:36

I have found today incredibly useful and rewarding.

0:32:360:32:40

It proves to the girls that, whether you're a small independent business

0:32:400:32:44

or a multinational company that's won lots of awards,

0:32:440:32:47

you need to concentrate on the basics and the bigger picture will look after itself.

0:32:470:32:52

'The Martini girls may have scraped through their time challenges on a wing and a prayer,

0:32:520:32:58

but they have proved they can be charming.'

0:32:580:33:00

'Only time will tell if they can become more efficient.'

0:33:000:33:04

'When I first arrived at Martini's, no one had overall control

0:33:060:33:10

and Dee Dee wasn't answerable to anyone.'

0:33:100:33:12

'Finally, in my absence, Asti is following my suggestion and trying to take the lead.'

0:33:120:33:18

'Putting herself in charge of the salon and her sister Dee Dee.'

0:33:180:33:21

'She also wants mum Sandra to step back and only have responsibility for her own treatments.'

0:33:210:33:28

'But it isn't going down well.'

0:33:280:33:30

What we're talking about is you reducing your rent so that you just pay for your room.

0:33:300:33:36

I don't want to be made to feel like I'm a part-time worker that comes in and does the casing machine.

0:33:360:33:42

But if you don't want responsibility, I'm not going to make you feel like that.

0:33:420:33:46

But then you have to be careful, you do have to step back sometimes.

0:33:460:33:50

If I'm doing something or talking to somebody,

0:33:500:33:54

and this is what I'm trying to put across,

0:33:540:33:57

-then you can't undermine that, can you?

-No, and I won't.

0:33:570:34:02

-Yeah.

-End of it. No more.

0:34:020:34:04

'Sandra may be struggling to release her grip but I think the reshuffle is crucial to the business

0:34:040:34:10

especially as I'm about to introduce new business strategies.'

0:34:100:34:14

-What I'd like to do is to do a kind of running survey.

-OK.

-Yeah?

0:34:160:34:23

'Now more than ever, people are looking for value for money.'

0:34:230:34:27

'I have a plan to offer that without giving away the profits.'

0:34:270:34:31

'I want the Martini girls to start offering packaged treatments.'

0:34:310:34:36

'The bigger the package the better the discount. But first,

0:34:360:34:40

it's essential to know the market.'

0:34:400:34:42

Use all your charm, please. Go, go, go!

0:34:420:34:46

'Packaged treatments are an extremely efficient way

0:34:460:34:50

of maximising the profit from every customer.'

0:34:500:34:53

'Although prices are reduced, so too is the time it takes to deliver the product.'

0:34:530:34:58

Would you pay more money for extra treatments? If you came in to get your eyebrows threaded.

0:34:580:35:03

-would you pay more money to get them tinted?

-Yeah.

-Yeah.

0:35:030:35:07

Do you think that's good to have lots of things?

0:35:070:35:09

Yeah. Once you're doing their hair, they'll probably like you to do the rest.

0:35:090:35:13

Do you have hair, nails, or beauty treatments done more often? OK.

0:35:130:35:17

-That's waxing. Do you get your nails done at all?

-Yeah.

0:35:170:35:21

It'd be good to do a beauty package.

0:35:210:35:23

If you're going to get a hand massage with a manicure

0:35:240:35:27

or a leg massage with a pedicure. I think people will go for it.

0:35:270:35:31

'With packaged treatments receiving universal support,

0:35:310:35:35

it's time to find out if Braintree is ready to embrace another concept

0:35:350:35:39

that has been swelling the coffers of the nation's most-savvy salons.'

0:35:390:35:44

I've had this idea that maybe people would pay to come to a pamper party at a salon.

0:35:440:35:49

-You could bring mates and do it together.

-Like a girl's pamper evening?

-Yeah.

-I'd be up for that.

0:35:490:35:55

Would it be the kind of thing you with a group of friends, six or seven of you, might go a do?

0:35:550:36:00

I think it could work, yeah.

0:36:000:36:02

Do you think you could get two or three friends or four or five of you

0:36:020:36:07

-to decide to do it as a girls' night out?

-We probably would, yeah.

0:36:070:36:10

-That's why I suggested it.

-There isn't anything around here that caters for that thing at all.

0:36:100:36:16

I asked everybody about pamper parties.

0:36:190:36:22

And there was a very, very positive response about them.

0:36:220:36:26

Key to this is getting the offer right and getting the pricing structure right.

0:36:260:36:31

-Hair, nails and a glass of wine for a certain price.

-Yeah.

0:36:310:36:34

I think that was really positive.

0:36:340:36:36

-We are going to major on packages and on pampering.

-Right. OK.

0:36:360:36:40

That is going to be the next focus of our attention. OK?

0:36:400:36:43

-Um-hmm.

-Good.

0:36:430:36:46

'By the time I return to Essex,

0:36:460:36:48

I want them to have worked out the price for the packages and pamper nights

0:36:480:36:52

so they're ready to launch them on the beauties of Braintree.'

0:36:520:36:55

'In my absence, Asti springs into action.'

0:36:580:37:02

Now I have a place for these.

0:37:030:37:06

My accountant. A letter from the accountant.

0:37:060:37:09

'No more plastic crates full of receipts at Martini's.'

0:37:090:37:13

All there.

0:37:130:37:15

'She's also commissioned a flyer to promote the pamper parties.'

0:37:150:37:19

I think I prefer B2.

0:37:190:37:22

We're organising pamper parties. It's a new concept we're trying to sell.

0:37:230:37:28

'I've also done my part to help move things along.'

0:37:280:37:32

'I've lined up the best training courses for both girls.'

0:37:320:37:35

'Asti's is with Vidal Sassoon,

0:37:350:37:37

the company credited with revolutionising hair training in the UK.'

0:37:370:37:41

'And Dee Dee is preparing for her Olympic challenge with some tip-top training at the Essex Nail Academy.'

0:37:410:37:48

I've got a lot to learn, a long way to go, but I'm learning already, you know.

0:37:480:37:53

That little bit out.

0:37:540:37:56

Being here today has made me see how important training is.

0:37:560:38:00

I haven't got to make big changes. It's not like I did it and they went,

0:38:000:38:04

"What have you done? You're too messy, that's all over the place."

0:38:040:38:07

Line looks good.

0:38:070:38:09

If I could learn every day, that would be fantastic.

0:38:090:38:13

'Now that the girls' skill levels are on the up, it's time to put my pamper party plan

0:38:130:38:18

to the test. It should help make their hidden backstreet salon much more of a destination.'

0:38:180:38:24

'But just as the Martini girls seemed to be making progress,

0:38:270:38:30

I received news that Dee Dee has pulled out of the event.'

0:38:300:38:34

'The timing couldn't be worse.'

0:38:340:38:36

'It's not the first time she's had to pull out due to family commitments.'

0:38:360:38:40

'In any other business, flaky staff would be put on a warning.'

0:38:400:38:44

'But in family firms it's an issue that is infinitely harder to address.'

0:38:440:38:49

I think the problem is, if she's only going to do a couple of days a week anyway,

0:38:490:38:54

if she can't then do them, it's...

0:38:540:38:56

I know. I do feel... I am a bit upset here as well

0:38:560:39:01

because I feel that maybe the training was wasted on Dee Dee.

0:39:010:39:04

You know, I think, if anything happened, I would still come to work.

0:39:040:39:08

-Try not to let people down.

-I know.

-But this is the thing.

0:39:080:39:12

I need reliable people, I do, Mum.

0:39:120:39:14

'I want Martini's to work. I think it's going to be really good.'

0:39:140:39:19

But I don't really want to be...

0:39:190:39:21

I don't want to be too involved with it because I've got other commitments.

0:39:210:39:25

And I've just...

0:39:250:39:27

And I worry that Asti wants too much from me.

0:39:270:39:31

There's two issues here. When I came here, we talked about this as a family business.

0:39:310:39:37

And it's become more and more apparent that it isn't really.

0:39:370:39:41

It's really Asti's business, isn't it?

0:39:410:39:44

And therefore, unfortunately,

0:39:440:39:46

the pleasures and the pains of it really fall upon your shoulders.

0:39:460:39:50

However, it is nice to have your mum and your sister.

0:39:500:39:54

But I do think that you're going to have to toughen up on your staffing.

0:39:540:39:59

Because you can't have two days of someone

0:39:590:40:02

-when you're not sure if they'll make it in.

-Yeah.

0:40:020:40:06

I know.

0:40:060:40:07

'For now, though, it's up to Asti and Sandra

0:40:070:40:10

to try and salvage the day.'

0:40:100:40:13

'They'll need to have their wits about them, offering ten guests

0:40:170:40:21

three treatments within a 2½ hour window is going to require careful planning.'

0:40:210:40:26

20 minutes. 20 minutes. 20 minutes. Everything turns around in 20 minutes. Your facials, 20 minutes.

0:40:260:40:32

'Get this right and the pamper parties have the potential to deliver a huge boost to profits.'

0:40:320:40:39

'Get it wrong and they risk losing not just cash but also customer confidence.'

0:40:390:40:43

'Something that it's almost impossible to restore.'

0:40:430:40:46

Just remember, clock watching is going to be key.

0:40:500:40:53

We can't overshoot our marks. It is 20 minutes.

0:40:530:40:56

Don't worry if you go a few minutes over doing hair because if they're coming to me next...

0:40:560:41:01

-I know, darling, but if she's late then the next person coming to her is late.

-Yeah, there is that.

0:41:010:41:08

'I can't say I'm brimming with confidence.'

0:41:080:41:10

'But they have found someone to cover for Dee Dee.'

0:41:100:41:13

We got our technician for the nails so we're sorted.'

0:41:130:41:17

'What is impressive is Asti's ingenious plan

0:41:180:41:21

for the new packaged treatments for their day-to-day clients.'

0:41:210:41:25

This is a really clever idea. "Try our cocktail of treatments."

0:41:250:41:30

And she's got a "straight shot," that's one treatment full price.

0:41:300:41:34

"Double on the rocks" is two treatments 10% off.

0:41:340:41:37

"Add a twist and a shake," three treatments for 10% off.

0:41:370:41:41

And a full-on "Martini cocktail," four treatments with 30% off.

0:41:410:41:46

I think that's a really good idea.

0:41:460:41:48

Something I've never seen before. It goes with the name. It's funny.

0:41:480:41:52

And quirky. And I think it will really catch people's imaginations.

0:41:520:41:56

Right, shall we get going then? Let's get started.

0:41:560:42:00

'The clients arrive promptly on the hour.'

0:42:020:42:05

'Let's just hope Asti and Sandra can also deliver on time.'

0:42:050:42:09

Hello, ladies.

0:42:090:42:11

It's going to be five people treated and five people chitchatting.

0:42:110:42:16

Sound good? Lovely. Make yourselves comfortable.

0:42:160:42:20

First of all, we'll lift your eyebrows, OK?

0:42:210:42:24

You will feel a knocking on the top of your head.

0:42:240:42:28

OK. You're going to have a facial, lash and GHD.

0:42:320:42:37

Do you want to do hair first?

0:42:370:42:40

I can't do nails. You'll have to wait.

0:42:400:42:43

'But the pressure builds with every minute that passes

0:42:430:42:46

and the cracks begin to show on the very first rotation.'

0:42:460:42:49

-There's a lady who hasn't had anything.

-What are you doing?

0:42:490:42:53

'Ten clients having three 20-minute treatments each

0:42:530:42:56

means providing 30 separate treatments in just a 2½ hour window. No small feat.'

0:42:560:43:03

-Have you had anything done yet?

-Not yet.

-Have you had anything done?

0:43:040:43:08

-Ah!

-OK, darling, you're done.

0:43:080:43:12

'Although it may be little more than organised chaos, the clients are definitely enjoying the event.'

0:43:120:43:18

It's great. I'm having my eyebrows done and my feet at the same time.

0:43:190:43:23

It's lovely. Proper being pampered.

0:43:230:43:28

-Asti, darling.

-OK, we'll move to our next treatment.

0:43:300:43:34

'With a few prompts and the odd poke,...

0:43:340:43:36

-A few cases.

-..Asti does seem to be getting on top of things.'

0:43:360:43:41

Lash and curls and then upstairs for a facial. Yeah.

0:43:410:43:45

Done. Lovely.

0:43:450:43:48

'Despite a shaky start, Asti is stepping up to the challenge.'

0:43:480:43:51

You're all finished.

0:43:510:43:53

'She's taken control and, remarkably, everything seems to be running to time.'

0:43:530:43:57

Lovely. You're finished.

0:43:580:44:00

It all seems to be going incredibly well.

0:44:000:44:04

I think I can leave Asti to it.

0:44:040:44:06

It's all quite tranquil in here. It's good.

0:44:070:44:10

They've all got a good deal and I actually made some money.

0:44:100:44:16

For once.

0:44:160:44:17

'By sticking to a schedule, and making some much needed cash,

0:44:190:44:23

the Martini girls have proved to me and themselves that the pamper party concept is a goer.'

0:44:230:44:28

'Even without poor Dee Dee.'

0:44:280:44:31

The atmosphere in here was quite calm.

0:44:340:44:36

It was very professional but incredibly friendly.

0:44:360:44:40

It feels to me as if you've got the fact that everyone else can be having a hilarious time

0:44:400:44:45

but you guys have got to stay quite professional.

0:44:450:44:47

-I was happy to see that happening. It made me incredibly proud of you.

-Thank you.

0:44:470:44:52

It made me feel like Martini's has grown up.

0:44:520:44:54

'Martini's may finally be coming of age but the lousy layout and dodgy decor

0:44:580:45:02

have to fit their new aspirations

0:45:020:45:04

and make the place a go-to destination.'

0:45:040:45:07

'I've sent in one of the country's top retail-space designers to give the salon a much needed makeover.'

0:45:110:45:17

'This feels like a turning point.'

0:45:200:45:22

'The girls have been training hard, the new business concepts are ready to roll out

0:45:220:45:26

and confidence is high.'

0:45:260:45:28

'It's time to start making some noise about the new and improved Martini's.'

0:45:280:45:33

'To promote the salon, I've secured a photo shoot for Asti with the country's leading hair magazine.'

0:45:330:45:39

They sent me pictures of the models we're using.

0:45:400:45:43

I've come with some ideas. I'm worried they don't like my ideas.

0:45:430:45:47

This is Asti and Dee Dee.

0:45:470:45:50

'An inspiration for people looking for new hairstyles, a spread in Your Hair magazine

0:45:500:45:55

could give the salon a huge boost in kudos and exposure.'

0:45:550:45:59

'If Asti can stick to the schedule and make the grade.'

0:45:590:46:02

We need to keep on top of things.

0:46:030:46:05

-She needs work done to her hair and it's 2:15.

-Quick!

0:46:050:46:09

Ah! It's lovely to see the dress and the hair that's going to go with it.

0:46:090:46:14

-Ssh! Stop talking, get working.

-OK.

0:46:140:46:19

I'm trying to be quick.

0:46:190:46:21

It's taken all day to do one model and I've still got two models to do.

0:46:210:46:24

And it's quarter past two. OK. Bloody hell.

0:46:240:46:29

'Dee Dee may have had to prioritise her children on the day of the pamper party

0:46:290:46:33

but she had turned up to support her sister on this important day.'

0:46:330:46:38

-Don't take them out.

-I think we're all out.

-Here we go.

0:46:380:46:43

Good there.

0:46:430:46:47

Stop. I'm in. I'm going in.

0:46:480:46:51

'The style Asti creates could set the tone for the magazine's spring edition.'

0:46:510:46:57

MUSIC: "Girls on Film" by Duran Duran

0:46:570:46:59

Leave it be.

0:46:590:47:00

'And will certainly be an asset to the newly refurbished salon.'

0:47:000:47:04

'I'm impressed with Asti. She's risen to the challenge.'

0:47:120:47:16

'Producing three stunning styles that can be used to promote the salon and show off her talents.'

0:47:160:47:21

'After her no-show at the crucial first pamper party,

0:47:240:47:27

I've been worried that Dee Dee's heart wasn't really in the business.'

0:47:270:47:31

Ten minutes before the competition.

0:47:310:47:34

'I'm relieved and delighted to see that she's turned up to face her biggest challenge yet,

0:47:340:47:40

Where's my bloody water gone?

0:47:400:47:42

..entering the nail industry's most creative and hotly contested competition the Nailympics.'

0:47:420:47:47

'This has been nerve-racking, having to do this competition.'

0:47:490:47:53

'I'm not expecting to win.'

0:47:530:47:55

'I don't want to come last'

0:47:550:47:57

-It is going to be quite fierce but take it as a training exercise.

-Yeah.

-Don't worry about it.

0:47:570:48:02

'Though things are looking up for Martini's, the one thing I still want to nail

0:48:020:48:06

is getting Dee Dee to connect to the business.'

0:48:060:48:09

'My hope was always that giving Dee Dee new skills

0:48:090:48:13

and a taste of success would reinvigorate her passion for the business.'

0:48:130:48:17

'And she's about to put my theory to the test.'

0:48:170:48:19

-2½ hours of competition starts now.

-Move that one.

0:48:190:48:23

Good luck, everybody.

0:48:230:48:25

'With just 2½ hours to build, paint and sculpt a set of immaculate nails,

0:48:260:48:31

the competition is a test of skill and nerve.'

0:48:310:48:34

Listen, if you do that again, you will be disqualified, do you understand?

0:48:340:48:39

I'm going to put the red on this hand. I'm just prepping these nails to put the red on.

0:48:390:48:44

They'll have time to dry and then I'm going to put the white tips on the other side after.

0:48:440:48:50

Ah!

0:48:500:48:51

It'll be all right.

0:48:510:48:53

'It's hard to overstate the pressure I've put on Dee Dee by thrusting her on to this international stage.'

0:48:530:48:58

I'm not looking at everybody, I'm getting on with it.'

0:48:580:49:01

'I don't expect her to win any prizes in such elite company.'

0:49:010:49:05

'It's all about boosting her confidence and in the process

0:49:050:49:08

helping her to re-engage with the business and her sister.'

0:49:080:49:11

She hasn't looked at us yet. We don't want her to.

0:49:110:49:15

-We don't want to put her off her stride.

-No.

0:49:150:49:18

Attention, competitors.

0:49:180:49:21

You have one hour remaining.

0:49:210:49:24

I'm now feeling the pressure because of the time.

0:49:240:49:27

I thought I was OK but I feel the pressure.

0:49:270:49:29

I think Dee Dee is proud of what she's doing.

0:49:310:49:34

That's what you need. That's that thing, the passion, isn't it?

0:49:340:49:38

Competitors, you have two minutes left.

0:49:380:49:40

Give us your red one.

0:49:420:49:44

'Dee Dee finishes right on the buzzer with a stunning set of nails.'

0:49:490:49:53

'Her relief is obvious.'

0:49:530:49:55

You've done it. You've done it.

0:49:560:49:58

Oh, that's fantastic.

0:49:580:50:00

Thank you.

0:50:000:50:03

I love you.

0:50:030:50:05

You looked as calm as a cucumber.

0:50:050:50:07

You finished.

0:50:070:50:09

LAUGHS

0:50:090:50:12

I've learnt so much.

0:50:120:50:14

It's just the start now. This is the start of your journey.

0:50:140:50:18

You're going to carry on, aren't you?

0:50:200:50:22

Yeah, definitely. Definitely. I feel so confident doing them, nails now.

0:50:220:50:26

The salon...

0:50:260:50:28

'It's the best I could have hoped for. Dee Dee has excelled herself,

0:50:280:50:32

producing stunning competition-standard nails

0:50:320:50:34

that she can be more than proud of.'

0:50:340:50:37

CRIES

0:50:370:50:39

'I was banking on the competition putting the fire back in Dee Dee's belly so that

0:50:390:50:45

she and Asti could reconcile and return to the business

0:50:450:50:48

with the renewed desire to move things forward.'

0:50:480:50:51

'And I'm not disappointed.'

0:50:510:50:53

I need to keep busy with the nails. I need to keep the interest there

0:50:530:50:57

and start learning more things. I'm up for doing another competition.

0:50:570:51:02

Hopefully, I might win next year.

0:51:020:51:04

'It's my last day in Braintree.'

0:51:130:51:15

'In the girls' absence, the salon makeover has been completed,

0:51:150:51:19

which means this final reveal will be a surprise to us all.'

0:51:190:51:23

Look, girls. A sign. A hanging sign at last.

0:51:230:51:28

'I hope they like it.'

0:51:280:51:30

Ooh!

0:51:300:51:33

Oh, my God!

0:51:330:51:35

It don't look like the same place.

0:51:350:51:38

No, it doesn't.

0:51:380:51:41

'The salon has been flipped on its head. Asti is the company's greatest asset and, as such,

0:51:460:51:52

-she should be on show.'

-Look at the chairs!

0:51:520:51:54

'Two new styling stations have been created,

0:51:560:52:00

complete with designer washbasins.'

0:52:000:52:02

Dee Dee can do a nice hand massage.

0:52:020:52:05

Be with you in a minute.

0:52:050:52:07

'A new nail table has been given pride of place in the light of the window.'

0:52:090:52:12

'And a state-of-the-art computerised booking system adorns the revamped reception desk.'

0:52:120:52:18

This now looks like a very professional, high-class salon.

0:52:180:52:21

-And perception is half the battle.

-Um-hmm.

0:52:210:52:24

'We've created a space that is chic.'

0:52:240:52:27

Martini glasses in there. Shaken not stirred.

0:52:270:52:31

'Stylish.' Look at the chandeliers.

0:52:310:52:33

'And most importantly of all, arranged for maximum efficiency.'

0:52:330:52:38

I love it. I can't wait to work and see it all in action.

0:52:380:52:41

I want to get working. I do. I want to work.

0:52:410:52:44

'To show off the refreshed salon, I've invited the best of Braintree

0:52:480:52:52

and a few of the industry's most influential figures to be the first to test the treatments

0:52:520:52:57

and judge the salon's success.'

0:52:570:53:00

It's done. Great.

0:53:020:53:05

I just need some people now.

0:53:050:53:07

Wow! These are really fantastic.

0:53:070:53:10

In that first day of training at Daniel Galvin,

0:53:100:53:14

he said she needed to sharpen up her technique.

0:53:140:53:16

It certainly looks as though she's managed to do that in the intervening months, doesn't it?

0:53:160:53:22

'But will the future customers and industry experts like it?'

0:53:220:53:27

Hello.

0:53:270:53:29

'It's their big chance to promote the new package treatments and the pamper parties.'

0:53:290:53:35

Must give you this.

0:53:350:53:37

'Get it right and Martini's could really put itself on the Essex map.'

0:53:370:53:42

I'm Asti. This is my salon. This is Dee Dee, she's our nail technician, my sister.

0:53:420:53:47

'Today's invited guests are the new Essex girls.'

0:53:470:53:51

'They love looking their best and they're prepared to pay good money for top treatments.'

0:53:510:53:56

'If Martini's is going to become Braintree's destination salon of choice,

0:53:560:54:00

these are the people the girls must impress.'

0:54:000:54:03

This is the lash and brow lunge. This sued to be the hairdresser's

0:54:040:54:07

The more treatments you have the more money you save.

0:54:070:54:10

Have some nibbles and more knock-your-head off martinis.

0:54:100:54:13

-Thank you. I like that one better.

-Go for that one.

-Yeah.

-Yeah.

0:54:130:54:18

-What do you think?

-It's lovely.

-Yeah?

0:54:180:54:20

-You like it?

-Yeah, definitely come back.

-Oh, good.

0:54:200:54:24

Situated nice. Nice area. Friendly girls.

0:54:240:54:29

-Do you think you might give it a go?

-Yeah, I'll start coming here.

0:54:290:54:33

Oh, good. Yeh! What about you, darling?

0:54:330:54:36

Definitely. I live in Chelmsford but I wouldn't mind travelling here.

0:54:360:54:40

'It's a fantastic response.'

0:54:400:54:42

'But if they want to join the Essex elite, they'd do well to impress one of their most famous neighbours.'

0:54:420:54:47

'Lauren Pope made her fortune in the beauty industry before becoming the super sassy star

0:54:500:54:55

of hit TV show The Only Way Is Essex.'

0:54:550:54:59

This is the hair bit.

0:54:590:55:01

-I love that area.

-Isn't it pretty?

-Yeah. It's really cosy.

0:55:010:55:06

'While I must confess I'm not an avid viewer,

0:55:060:55:08

TOWIE gave the beauty business a huge boost.'

0:55:080:55:11

'And Lauren's seal of approval would be a coup for Martini's.'

0:55:110:55:15

-Hello. Thank you for coming.

-That's all right.

0:55:150:55:18

-This is Asti, the owner of the salon.

-Oh, well done. It looks brilliant.

0:55:180:55:23

It's like a girls' night in but with professional people. That's how we wanted it to feel.

0:55:230:55:29

OK. Now you can wipe your eyes.

0:55:290:55:32

-I need to come back and do all the treatments.

-Thanks, darling.

0:55:330:55:37

-Thanks, Sandra.

-Thanks.

-Bye.

-Bye.

0:55:370:55:41

'I started my time in Martini's in despair.'

0:55:450:55:47

'But I've finished with a sense of hope.'

0:55:470:55:50

'Asti is flying high.'

0:55:500:55:53

Getting the reactions from everybody, that's made me happy. We've had a few bookings.

0:55:530:55:58

'And after her experience at the Nailympics,

0:55:580:56:01

Dee Dee has a fire in her belly and a renewed enthusiasm for the business.'

0:56:010:56:05

What would you like done today? Would you like me to do your hands?

0:56:050:56:08

'It's been a rough old ride and I don't think the family is out of the woods yet.'

0:56:080:56:13

'But at least they now have the tools and the talents to make their salon a success.'

0:56:130:56:18

-We'll do the pamper parties, have a few and tell you how they go.

-Ah!

0:56:200:56:25

Good luck, darling. Good luck.

0:56:250:56:28

I'm rooting for you.

0:56:280:56:31

For four months, I've worked with Asti, Dee Dee and Sandra.

0:56:310:56:34

It may seem like a long time but it's passed in the twinkling of an eye.

0:56:340:56:38

I can't believe how much they've done.

0:56:380:56:40

And if sometimes I've had to pull them up by their boot straps,

0:56:400:56:43

look where they are now.

0:56:430:56:45

They were a complete mess when I first met them.

0:56:450:56:47

But I really do now have great hopes for their future.

0:56:470:56:51

Look at that shine.

0:56:580:56:59

'It's been ten weeks since I left the salon and my biggest concern was that Asti and Dee Dee

0:56:590:57:05

might never manage to establish a good working relationship.'

0:57:050:57:09

It is quite hard fro Dee Dee to treat me like she would a boss.

0:57:090:57:14

We will never ever agree on things, me and Ast.

0:57:140:57:18

But I think Dee Dee realises a bit more that it is important to me.

0:57:180:57:22

Having this salon to me is like her having her children.

0:57:220:57:26

'Customer numbers are yet to show a major increase

0:57:260:57:29

but they are sticking to the revamped business plan.'

0:57:290:57:32

We had a brilliant night on Friday.

0:57:320:57:34

We did shellac nails, eyelashes, eyebrows and a facial.

0:57:340:57:39

You get free tea and you get 30% off.

0:57:390:57:43

-It's amazing.

-It is, isn't it? Thank you.

0:57:430:57:45

-Thank you.

-Very good job.

0:57:450:57:47

'And what's more, Asti's work on the photo shoot

0:57:470:57:50

is about to get far bigger recognition than any of us expected.'

0:57:500:57:55

Oh! Oh, my God! That's going to be amazing.

0:57:550:57:59

I can't believe you're on the front flipping cover.

0:57:590:58:02

All I wanted was one of them pictures in the magazine.

0:58:020:58:05

-Just to be in it. Now it's on the front. It's brilliant.

-Fantastic.

0:58:050:58:10

-We're not just any old hairdresser's now.

-Not now you got that.

-Not now.

0:58:100:58:14

Brilliant.

0:58:150:58:17

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0:58:200:58:22

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