Martinis Alex Polizzi - The Fixer

'I am Alex Polizzi.'

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

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

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

This family business has actually ruined our family.

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

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

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

-There's no communication.

-You're going to quit?

-Yeah.

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

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

I'm really struggling.

'Everything is at stake.'

Where is the money coming from?

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

-Answer me a question.

-You're not going to see in it!

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

Now I'm properly dreading it.

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

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

I lost it. I know I lost it.

-'Will squabbling siblings,...

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

-You won't see it, will you?

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

..and sloppy skills...'

-You're not going to electrocute me.

-I won't.

-Get working.

-Bloody hell.

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

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

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

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

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

and very long hair extensions and lots of fake eyelashes.

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

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

employs almost a million people.'

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

the beauty industry has remained buoyant,

showing small but consistent growth.'

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

Hello. Hello. Martini's.

Oh, wow! How good's that?

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

-Hello.

-'Asti cuts hair.'

-So, do you want to leave this?

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

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

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

Totally pampered from head to toe.

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

The girls sometimes fall out a little bit.

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

-We both agree. We both agree.

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

When Asti's stressed about work,

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

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

Asti wants more from me than I want to give.

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

'Their business model has not delivered a profit.'

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

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

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

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

-No. Devoted, ain't I?

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

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

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

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

It's basically what Asti lives for.

I know it would completely do her in.

And that worries me a hell of a lot.

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

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

-Really?

I'd just feel a failure, I suppose.

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

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

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

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

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

on hair and beauty. If that's true,

there's a lot of money in this industry

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

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

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

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

So there we have the Martini's sign.

It's hardly glamorous or very professional looking.

-Hello, Alex. All right?

-Asti.

-Very nice to meet you.

-And you too.

-Hello.

-Hello.

-The rest of the family.

Hello, Alex. Dee Dee.

-Hi, darling.

-Hello, Alex. Nice to meet you.

-Very nice to meet you too.

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

-is have a little snoop about.

-Yep.

-All right.

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

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

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

# I feel pretty

# Oh, so pretty #

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

It just looks a bit of a mess.

'Having spent over £15,000 on equipment,

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

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

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

Mmm!

I don't find the Martini bottles amusing.

I don't find all those little pictures amusing.

This is a little bit nasty.

It just looks pretty amateur, I think.

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

'In a recession, with less money being spent,

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

'Not the shabby ones tucked out of sight.'

Come on, darling.

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

-You know.

-..I know.

-She knows.

-It happens all the time.

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

Darling, come into the salon. All this,

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

-I wiped that on Saturday, I swear.

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

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

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

Why don't we have a shorthand together?

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

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

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

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

-No.

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

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

Who does what around here exactly?

As in, um...?

Do you have clearly defined roles?

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

No, not really. Apart from Asti.

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

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

-Treatments wise?

-No, overall, darling.

Because every treatment has an associated cost, obviously.

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

-No.

-No, if we're honest. No.

That is definitely our failing. Definitely our failing.

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

They don't cost out their treatments.

The whole place is pretty dingy, dirty.

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

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

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

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

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

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

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

Do come in.

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

Hello. I'm Sandra.

-Good to meet you.

-What are you having done?

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

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

It's cold.

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

-This treatment?

-Yes.

-You're not going to electrocute me.

-I won't.

Tell me why you use that thing on my nails.

Basically, I'm pushing down your cuticles

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

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

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

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

-It's so nice.

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

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

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

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

-Um...

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

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

Do I need to come back regularly?

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

And the mistress and the wife were both in there.

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

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

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

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

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

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

-OK.

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

-OK.

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

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

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

Constructive criticism is OK.

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

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

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

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

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

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

of experience, awards, professional qualifications.

Any suggestions how to improve, please?

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

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

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

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

-You need to keep it in the frame.

-I think everyone's a bit too chatty.

-Would you agree or disagree?

-I'd agree.

-Sometimes.

-Some of the conversations were not quite appropriate.

-You have to keep it professional.

'The discovery of inadequate skills

and poor customer service is a huge disappointment.'

'It's not a good start.'

God! That was a really, really painful day.

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

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

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

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

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

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

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

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

Alex is looking at the accounts this morning.

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

-Morning.

-Morning.

-Oh, you've got a little box.

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

-What happened there?

-I think I've got a mental problem.

-Oh, God!

-I put things out of my way.

Morning.

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

-I don't look at it.

Mum don't work any other way.

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

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

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

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

Whose responsibility is the rent on this place?

Well, we both pay, me and my mum.

-Who is Dee Dee paid by?

-Me.

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

-Who pays for the stuff?

-Me.

-How do you get paid back for that stuff?

Hopefully, in the takings.

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

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

'We can sort the boxes of receipts

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

It's all gone out of my hands really.

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

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

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

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

-Yes.

-But you don't.

-Well then,

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

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

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

Is this place going to survive?

Can we make this work?

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

and staff that are worryingly underskilled.'

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

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

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

and the kind of vibrant salon environment

where she learned her craft.'

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

founded by Daniel Galvin 50 years ago.'

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

-Hello.

-Hello, Asti.

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

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

There are many things to say for philosophy.

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

But hopefully not as good as next time.

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

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

Very interesting.

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

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

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

-Are we going to divide and conquer? I

-think we are.

'Dee Dee' been offered nail training.'

'Sandra's checking out reception.'

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

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

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

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

-Do you straighten your hair a lot?

-I don't.

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

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

That's going to go through to her clothes.

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

Thanks very much.

Right. So give us the debrief.

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

Especially in this day and age,

and we're charging the prices we charge,

and the economy is the way it is right now.

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

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

-How was that haircut?

-That haircut could have been cleaner.

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

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

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

-Absolutely.

-I'd love more training.

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

-Definitely.

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

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

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

Oh!

CRIES

I lost it. I know I lost it.

You haven't lost it, Asti.

-It's still there.

-You know what you need?

-It's the person I used to be.

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

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

And I'm not prepared to give up yet.

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

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

So you guys have got a lot to do.

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

The management structure.

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

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

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

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

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

a spruce up will have to do.'

Go on, Ast, lift it.

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

We got some space. We got some space.

Oh, my God! Look at that!

Look at the state of that!

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

-That's how much I charge.

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

-I've written it all down.

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

Just how much it costs you per month.

-No? Don't get that?

-No, not really.

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

'It can get to me.'

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

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

Not that because that's the nails.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

-Yes, fine.

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

-You're going off.

-You won't see it, will you?

Just wait a minute. What are you going for?

She just basically grilled me.

-That's just Dee Dee.

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

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

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

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

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

It started causing a big problem about my children.

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

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

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

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

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

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

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

'I just need to motivate her.'

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

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

to get on with the homework I left them.

-Hello.

-Hello.

-Hello.

-Good to see you.

-Thanks, darling.

This looks fantastic. I mean, honestly.

It looks a lot more professional. So, good.

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

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

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

-I have entered you into the Nailympics.

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

LAUGHTER

-You nearly gave me a heart attack.

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

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

Yeah, lovely. Thank you.

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

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

'I just hope she can take the pressure.'

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

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

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

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

-You like bit of fringe down?

-Yeah.

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

-Is that good?

-Very nice.

-Thank you.

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

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

It is really all about efficiency,

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

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

that the Martini girls acquire the skills they need

to offer speedy top-flight customer service.'

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

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

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

-Hi.

-Morning.

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

-Hello, Lisa.

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

to move their business forward,

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

And also how to engage with their customer appropriately.

Both are skills which this company has in spades.

Lovely. Great.

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

'They spent millions building this world-class facility

where they prepare their staff to face the public.'

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

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

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

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

-Is there a kind of time?

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

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

-OK.

And away you go.

Hello.

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

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

I'll make you it. You want ice?

Orange or apple juice?

-Have you been to Barbados?

-We have.

-This is my second flight to Barbados.

-Where do you go at night?

-I often stay in the hotel actually.

-Where do you stay?

-Um...

I'll get you a glass of champagne.

We stay in various hotels.

-All right. OK.

-I've poured out the wrong juice.

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

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

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

-OK, that's it.

-Ten minutes.

About eight minutes.

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

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

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

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

-Two minutes?

-Off you go.

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

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

-Oh, sorry.

-Orange juice.

-Do you have stirrers?

-We have a welcome cocktail.

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

-Have you been to Barbados before?

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

-Is it your first time?

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

Do you know what? I just love to relax.

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

And then off to Jamaica. You OK?

OK.

-Timing-wise, just slightly over eight minutes.

-Oh, my God!

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

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

some customer-service skills are translated across every business.

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

That you have to respond appropriately whatever the occasion.

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

I know, but I was in a conversation.

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

from the most-famous entrepreneur in the country.'

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

a customer-facing service business succeeds?

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

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

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

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

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

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

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

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

'You need to give your staff tools

so that they can do a great job.'

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

-Thank you very much.

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

-'It's been a pleasure.'

-Oh! Mwah!

Thank you very much for your time, Richard.

-Thank you. Bye.

-'Pleasure.'

-Bye. Bye.

-That was something, wasn't it?

-I'm totally star struck.

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

I'm star struck.

I have found today incredibly useful and rewarding.

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

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

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

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

but they have proved they can be charming.'

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

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

and Dee Dee wasn't answerable to anyone.'

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

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

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

'But it isn't going down well.'

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

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

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

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

If I'm doing something or talking to somebody,

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

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

-No, and I won't.

-Yeah.

-End of it. No more.

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

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

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

-OK.

-Yeah?

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

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

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

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

it's essential to know the market.'

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

'Packaged treatments are an extremely efficient way

of maximising the profit from every customer.'

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

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

-would you pay more money to get them tinted?

-Yeah.

-Yeah.

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

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

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

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

-Yeah.

It'd be good to do a beauty package.

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

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

'With packaged treatments receiving universal support,

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

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

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

-You could bring mates and do it together.

-Like a girl's pamper evening?

-Yeah.

-I'd be up for that.

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

I think it could work, yeah.

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

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

-We probably would, yeah.

-That's why I suggested it.

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

I asked everybody about pamper parties.

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

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

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

-Yeah.

I think that was really positive.

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

-Right. OK.

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

-Um-hmm.

-Good.

'By the time I return to Essex,

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

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

'In my absence, Asti springs into action.'

Now I have a place for these.

My accountant. A letter from the accountant.

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

All there.

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

I think I prefer B2.

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

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

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

'Asti's is with Vidal Sassoon,

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

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

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

That little bit out.

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

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

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

Line looks good.

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

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

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

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

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

'The timing couldn't be worse.'

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

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

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

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

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

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

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

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

-Try not to let people down.

-I know.

-But this is the thing.

I need reliable people, I do, Mum.

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

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

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

And I've just...

And I worry that Asti wants too much from me.

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

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

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

And therefore, unfortunately,

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

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

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

Because you can't have two days of someone

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

-Yeah.

I know.

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

to try and salvage the day.'

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

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

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

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

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

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

Just remember, clock watching is going to be key.

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

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

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

-Yeah, there is that.

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

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

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

'What is impressive is Asti's ingenious plan

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

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

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

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

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

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

I think that's a really good idea.

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

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

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

'The clients arrive promptly on the hour.'

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

Hello, ladies.

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

Sound good? Lovely. Make yourselves comfortable.

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

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

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

Do you want to do hair first?

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

'But the pressure builds with every minute that passes

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

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

-What are you doing?

'Ten clients having three 20-minute treatments each

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

-Have you had anything done yet?

-Not yet.

-Have you had anything done?

-Ah!

-OK, darling, you're done.

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

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

It's lovely. Proper being pampered.

-Asti, darling.

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

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

-A few cases.

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

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

Done. Lovely.

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

You're all finished.

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

Lovely. You're finished.

It all seems to be going incredibly well.

I think I can leave Asti to it.

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

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

For once.

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

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

'Even without poor Dee Dee.'

The atmosphere in here was quite calm.

It was very professional but incredibly friendly.

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

but you guys have got to stay quite professional.

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

-Thank you.

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

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

have to fit their new aspirations

and make the place a go-to destination.'

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

'This feels like a turning point.'

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

and confidence is high.'

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

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

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

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

This is Asti and Dee Dee.

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

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

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

We need to keep on top of things.

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

-Quick!

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

-Ssh! Stop talking, get working.

-OK.

I'm trying to be quick.

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

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

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

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

-Don't take them out.

-I think we're all out.

-Here we go.

Good there.

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

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

MUSIC: "Girls on Film" by Duran Duran

Leave it be.

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

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

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

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

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

Ten minutes before the competition.

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

Where's my bloody water gone?

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

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

'I'm not expecting to win.'

'I don't want to come last'

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

-Yeah.

-Don't worry about it.

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

is getting Dee Dee to connect to the business.'

'My hope was always that giving Dee Dee new skills

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

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

-2½ hours of competition starts now.

-Move that one.

Good luck, everybody.

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

the competition is a test of skill and nerve.'

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

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

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

Ah!

It'll be all right.

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

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

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

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

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

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

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

-No.

Attention, competitors.

You have one hour remaining.

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

I thought I was OK but I feel the pressure.

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

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

Competitors, you have two minutes left.

Give us your red one.

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

'Her relief is obvious.'

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

Oh, that's fantastic.

Thank you.

I love you.

You looked as calm as a cucumber.

You finished.

LAUGHS

I've learnt so much.

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

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

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

The salon...

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

producing stunning competition-standard nails

that she can be more than proud of.'

CRIES

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

she and Asti could reconcile and return to the business

with the renewed desire to move things forward.'

'And I'm not disappointed.'

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

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

Hopefully, I might win next year.

'It's my last day in Braintree.'

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

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

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

'I hope they like it.'

Ooh!

Oh, my God!

It don't look like the same place.

No, it doesn't.

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

-she should be on show.'

-Look at the chairs!

'Two new styling stations have been created,

complete with designer washbasins.'

Dee Dee can do a nice hand massage.

Be with you in a minute.

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

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

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

-And perception is half the battle.

-Um-hmm.

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

Martini glasses in there. Shaken not stirred.

'Stylish.' Look at the chandeliers.

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

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

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

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

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

and judge the salon's success.'

It's done. Great.

I just need some people now.

Wow! These are really fantastic.

In that first day of training at Daniel Galvin,

he said she needed to sharpen up her technique.

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

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

Hello.

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

Must give you this.

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

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

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

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

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

these are the people the girls must impress.'

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

The more treatments you have the more money you save.

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

-Thank you. I like that one better.

-Go for that one.

-Yeah.

-Yeah.

-What do you think?

-It's lovely.

-Yeah?

-You like it?

-Yeah, definitely come back.

-Oh, good.

Situated nice. Nice area. Friendly girls.

-Do you think you might give it a go?

-Yeah, I'll start coming here.

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

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

'It's a fantastic response.'

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

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

of hit TV show The Only Way Is Essex.'

This is the hair bit.

-I love that area.

-Isn't it pretty?

-Yeah. It's really cosy.

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

TOWIE gave the beauty business a huge boost.'

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

-Hello. Thank you for coming.

-That's all right.

-This is Asti, the owner of the salon.

-Oh, well done. It looks brilliant.

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

OK. Now you can wipe your eyes.

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

-Thanks, darling.

-Thanks, Sandra.

-Thanks.

-Bye.

-Bye.

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

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

'Asti is flying high.'

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

'And after her experience at the Nailympics,

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

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

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

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

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

-Ah!

Good luck, darling. Good luck.

I'm rooting for you.

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

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

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

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

look where they are now.

They were a complete mess when I first met them.

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

Look at that shine.

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

might never manage to establish a good working relationship.'

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

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

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

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

'Customer numbers are yet to show a major increase

but they are sticking to the revamped business plan.'

We had a brilliant night on Friday.

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

You get free tea and you get 30% off.

-It's amazing.

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

-Thank you.

-Very good job.

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

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

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

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

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

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

-Fantastic.

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

-Not now you got that.

-Not now.

Brilliant.

Subtitles by Red Bee Media Ltd