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00:28What's that about?
00:30Because, you know, at the end of the day, you can say something, and then it doesn't mean that you
00:35can't ever change your mind, does it?
00:38It's not me that's changing my mind, it's you that's changing your mind, as you always do.
00:41Fine, but what's wrong with that?
00:42Well, yeah, I feel sorry for Dawn and Lee.
00:46If they have to call off the wedding, then, you know, sure, it'll be upsetting now, but in the end,
00:52it's for the best.
00:54The thing about long-term marriage is that, inevitably, the sex suffers.
01:00You constantly have to find new and erotic ways of spicing things up in the bedroom.
01:08It's a gift and a training, and, I mean, you can either, it's like, I was already good at it
01:13before I was trained in it, and now I'm trained in it.
01:16People are just trained in it and won't perform.
01:18Well, today's our staff training.
01:21So you train these guys up before?
01:23I do a couple a year.
01:25This is Rowan, our facilitator for the day.
01:28It's good to get an outsider now and again, just, well, to keep them sort of interested, you know.
01:34And it's all I trained in.
01:35I have an MBA from Bradford.
01:37Yeah, I'm trained in it as well.
01:39I mean, I could have done this myself, but let me tell you about what today is all about.
01:44It's about custom.
01:45Right, can I do that?
01:45Well, that's my thing.
01:48It's about customer care, really, investment in people, i.e. the staff, letting them know that they are our most
01:55important commodity.
01:56And if they've got a problem, it's my problem.
02:04It's like, if you're cleaning a floor and you're up against it, then come to me and I'll help us
02:11clean our floor together.
02:14So, not literally.
02:23I'll see you in there.
02:28I'm really sorry.
02:32Things will be okay between you and Lee, you know, because you and Lee are going to be together.
02:38And he knows that.
02:39And if he doesn't appreciate that, then he's mad.
02:42And I'll tell you what, if he doesn't appreciate it, I'll marry you.
02:45You know?
02:50Hello.
02:51Hello.
02:51You're through to Keith.
02:52I will be at training all day today.
02:56Please call me or leave a message and I will call you tomorrow.
03:01He's so lovely.
03:02No, I'm not lovely.
03:03I'm...
03:03No, you are.
03:06I'm snotty.
03:07You're snotty.
03:08I'll marry you snot.
03:10All right.
03:11What's going on?
03:12Nothing.
03:13It's fine.
03:13You're upset?
03:15About Lee's.
03:16Hey, don't worry.
03:18Right?
03:18Because, you know, Monkey Allen down in the warehouse, he fancies you even if no one else does.
03:24So...
03:33What was that?
03:36You just can't say anything when they're like that, can you?
03:38No, no, you can't.
03:39You can't.
03:40I was...
03:41I was doing okay.
03:42What are you doing with the Monkey Allen business?
03:45What?
03:45He fancies her.
03:46I'm just saying.
03:46Yeah, she didn't need to know that, mate.
03:48It's Monkey Allen.
03:49Do you know what I mean?
03:49Even the name.
03:50I don't know who Monkey Allen is.
03:51You know what?
03:51I'm betting that Monkey Allen...
03:53Little Luke.
03:54No, I don't need to know.
03:55No, it's not.
03:55Go away, please.
03:57Go over there.
04:05My name's Rowan, and I'm going to be leading us through today's sessions.
04:08Under me.
04:09Go on.
04:10Well, as David actually has briefed me, he says that a lot of what we're covering I think you'll
04:14be familiar with, but it's not necessarily a bad idea to recap anyway, and I hope that
04:17a few new ideas will be sort of thrown into the pan as well.
04:20We're going to start by watching a video, so a nice and gentle start.
04:24It's a bit cheesy and a bit 80s, but I think a lot of the ideas are still pretty valid.
04:28Okay.
04:29A good idea is a good idea forever.
04:32Yeah.
04:34Okay.
04:35Philosophy.
04:55Hi.
04:59What's the single most important thing to your business?
05:03Staff.
05:04That's right.
05:05The customer.
05:07Well, I'm coming back from a different angle.
05:08These are your profits for this year.
05:13And this is what you're doing to those profits if you underestimate the value of customer care.
05:23That's not real money.
05:25Do you know why?
05:26Because you'd be mad to burn it.
05:28No.
05:28Because it's illegal to destroy or burn anything containing the Queen's image of the realm.
05:34Can we just watch the video on it?
05:35Yeah.
05:36That's true.
05:37Statistics show that if you're treated well as a customer, you'll tell five people.
05:42If you're treated badly, you'll tell nine.
05:46So, can you set fire to a postage stamp?
05:49No.
05:49In fact, a postage stamp is legal tender.
05:53A bus driver would have to accept that.
05:55That's currency.
05:57Yeah, that would happen.
05:58Well, if he doesn't, report him.
05:59Yeah, I'll report him when I'm walking home.
06:01Get a taxi.
06:02Have you got enough stamps?
06:03Or cashing at the post office.
06:05You shouldn't have to.
06:07You shouldn't have to.
06:10Here's a typical office.
06:12Yeah?
06:13Yeah.
06:14Awful, isn't it?
06:15Oh, yeah?
06:16Oh, really?
06:16And you know, I said to him...
06:18Excuse me?
06:18I am in a hurry.
06:20I'm on the phone.
06:21God, that'd be rude.
06:23Anyway, I must tell you about George.
06:24It all started about a year ago.
06:26And I sort of...
06:27Well done.
06:28That customer won't be bothering you again.
06:30Ever.
06:32Let's see what should have happened.
06:34Yeah?
06:35Yeah.
06:36Awful, isn't it?
06:37Oh, yeah?
06:38Oh, really?
06:39You know, and I said to him...
06:40Oh, I'm sorry, sir.
06:41I'll be with you in one moment.
06:43Sorry, Jean.
06:44I'm going to have to go.
06:45I have a customer.
06:46I'll call you back at a more convenient time.
06:50All she had to do was acknowledge the customer's presence
06:53and end her personal call as quickly as possible.
06:59This is what we call the customer care tree.
07:04So, your prescription will be ready on Friday, madam.
07:07Fine.
07:08See you Tuesday.
07:12So, if you've put together a crack team,
07:15don't let your business get taken hostage by complacency.
07:18Make your motto,
07:20Who Cares Wins.
07:22Hey, I know you.
07:23Can I have your autograph?
07:25Oh, of course you can.
07:25Thank you, Mr Noakes.
07:32Very good.
07:33Very good.
07:34Okay, then.
07:35Right.
07:35That's that.
07:36What we're going to...
07:36John Noakes.
07:37Yeah.
07:38Well, they work together on Blue Peter.
07:39That's what they're everywhere.
07:40Can I hear you?
07:41It's your sight.
07:42Yeah.
07:43Okay.
07:43Right.
07:44Well, you've all seen the video.
07:46Now it's time for the dreaded role play.
07:49We'll kick off with your leader, David Brent.
07:52David, if you'd like to come up here.
07:54Big round of applause for David.
07:55No, no, no.
07:57I'm cheating, really.
07:58I've done this before.
07:59Oh, God.
08:00That should make it a lot easier for us.
08:01Yeah.
08:02Okay.
08:02Well, nice and simple to start with.
08:04Hard as you like.
08:05Well, let's just kick off with something nice and easy.
08:07Okay.
08:07Okay.
08:07I want us to play out a scenario that highlights customer care.
08:12Okay.
08:12Now all of you have to deal with people.
08:14All the time.
08:15And it's always possible to improve your people skills.
08:18Right.
08:18In this scenario, we'll start with something nice and easy.
08:21I'm going to play, and this will be the wrong way to do it.
08:24I'm going to play a very bad hotel manager who just doesn't care.
08:27So, if it's a Basil Forty type character, then with their time,
08:30maybe I should do it just for the comedy.
08:32Yeah.
08:33Well, let me just play, you know, just to kick things off.
08:35Okay?
08:35I'll probably bring so much to this role anyway, so...
08:37Right.
08:38Okay.
08:38Well, you've got a complaint.
08:39You've come and complained, and I'll show you the wrong way to handle it.
08:42This will be the wrong way.
08:43Okay.
08:44Right?
08:44So, off we go.
08:48Sorry, what was the complaint?
08:49Just make it up.
08:51Anything.
08:51Because there's no right or wrong thing in this scenario.
08:55Then we'll tell you the right thing afterwards, so...
08:57Okay.
08:57We might as well get on with it, yeah?
08:58You've got a complaint.
08:59Right.
08:59Okay.
09:00Okay.
09:01I'd like to make a complaint, please.
09:03Don't care.
09:05Well, I am staying in the hotel.
09:07I don't care.
09:07It's not my shift.
09:08Well, you're an ambassador for the hotel.
09:10I don't care.
09:10I think you'll care when I tell you what the complaint is.
09:13I think there's been a rape up there!
09:23I've got his attention.
09:24Get their attention.
09:26Okay?
09:28Um...
09:28Right.
09:29So, well, some interesting points...
09:31Very interesting points.
09:32...flagged up there.
09:32It's not quite the point I was trying to make.
09:34Different points to be made.
09:35Uh, I'm more interested, really, in customer care.
09:37So am I.
09:38And the way that we would deal with somebody...
09:40Maybe I should, as I thought, I should play the hotel manager,
09:43cos I'm used to that.
09:44I phased you.
09:44But, uh, you have a go.
09:46See if you can phase me.
09:47Okay?
09:47Uh, yeah, right.
09:48Okay.
09:50Um...
09:51Uh, hello.
09:52I wish to make a complaint.
09:53Not interested.
09:54Uh, my room is an absolute disgrace.
09:55Don't care.
09:56The bathroom doesn't appear to have been cleaned.
09:58What room are you in?
10:00362.
10:00There is no 362 in this hotel.
10:03Sometimes the complaints will be false.
10:07Okay?
10:09Good.
10:16Today is really about all of you getting to know and trust each other.
10:20So, uh, before the next exercise, what I want us to do is just spend a few minutes with...
10:26Sorry.
10:27Can I have a quick move at dawn?
10:28Oh, dawn, shall we?
10:30Pop out.
10:32Uh, yeah.
10:34What I want us to do is for everyone to tell me, uh, their name and their ultimate dream,
10:38their ultimate fantasy in life.
10:39Uh, I'll kick things off.
10:41My name's Rowan.
10:42And, uh, my dream is that I would love to have my own island.
10:46David.
10:48Well, it depends what you mean by ultimate fantasy, because, like, time travel's actually impossible.
10:54So, there'll be no point in wasting...
10:55Just interpret it any way you like.
10:57Well, uh, if you're talking about anything that could or could not be possible, actually, you know,
11:04anything that could be conceived of to happen or not within my realm, you know,
11:11than probably some sort of everlasting life, you know.
11:14I don't mean as sort of just a spiritual sort of religious sense, but, I mean, actually to experience the
11:20future
11:21and live, you know, on and on and on, you know, and know what it's like to live forever.
11:28Yeah.
11:28I think I'm starting to know what that's like.
11:37I've been engaged to Lee for, um, God, about three years.
11:42Uh, he proposed on a Valentine's Day, um, although he didn't do it face-to-face,
11:48he did it in one of the little, um, Valentine's message bits in the paper.
11:52Um, I think he had to pay for it by the word, because it just said, um, Lee loved Dawn,
11:59marriage, question mark, um, which, you know, I like,
12:05because it's not often you get something that's both romantic and thrifty.
12:12Don't defund my mum again.
12:14Uh, Dawn, do you want...?
12:19Okay. Um...
12:20Uh, Gareth, uh, quick trust exercise, ultimate fantasy.
12:25Hm?
12:26We're just doing the ultimate fantasy, just we're all doing it.
12:30Two lesbians, probably. Sisters. I'm just watching.
12:40Okay. Um... Tim, do you have one?
12:42Yeah, I never thought I'd say this, but can I hear more from Gareth, please?
12:52Okay. Well, uh, this next exercise is all about motivation. And, uh, that's going to be a key word today,
12:59motivation. So, uh, Keith, what would you say was your motivation for working here?
13:05Being part of a team, I'd have thought. Yeah, well, just let him answer. No, I'm saying, probably what you're
13:09saying if you ask him. Yeah.
13:10Well, I am asking him and I'd really like him to answer. Yep. Do you want to answer him? Thanks.
13:14Yeah, this job's just a stopgap, really. Wow.
13:17The job's not difficult. I mean, don't take my work home with me. It's pretty brainless.
13:22Well, at your level, maybe, but...
13:24Ultimately, I want to play music, yeah, write music and, uh, play in a band.
13:28Good luck. Been there, done that, bought the T-shirt. Next.
13:31Uh, when you're working with you. You were in a band? Like, a rock band?
13:34Yeah. What were you called?
13:36Foregone Conclusion. Look, David, I'm not absolutely sure this is really the right time.
13:40Well, I've got to field the questions. And David...
13:42What did you do in the group? Singer-songwriter. Yeah.
13:45Lyrics man, mainly, but, you know, the music came easy as well, so...
13:50Okay, right. So, are there any more questions for David? No? Good.
13:54Well, you didn't give him a chance. Did you want to say something at all?
13:57Um, were you successful? Were we successful?
14:00I'll let you be the judge of that when I tell you that we were once supported
14:05by a little-known Scottish outfit called Texas.
14:10Yeah, and I get all this, oh, David, you know, you're a brilliant singer-songwriter.
14:14You're stuck in Slough while it's Texas that are off, you know, making all the money.
14:20And they're rubbish compared to you. And I go, don't slag them off.
14:24I say, I've been there. I've done that. You know, that's behind me, you know.
14:28And I respect... The thing is, we're both good in our own fields.
14:34I'm sure Texas couldn't run and manage as successful paper merchants, you know.
14:39I couldn't, you know, do what... Actually, I could do what they do.
14:43And I think they knew that even back then. Probably what spurred them on.
15:00I wrote this. I only play songs I've written myself, so...
15:04You went home to get it.
15:07The spaceman came down to answer some things.
15:11The world gathered round from paupers to kings.
15:14I'll answer your questions, I'll answer them true.
15:18I'll show you the way, you know what to do.
15:21Who is wrong and who is right?
15:24Yellow, brown, black or white?
15:27The spaceman, he answered, you no longer mind.
15:31I've opened your eyes, you're now colour blind.
15:35Racial, so...
15:37She's the serpent who guards the gates of hell.
15:46Pretty girl on the hood of a Cadillac, yeah.
15:50She's broken down on freeway nine.
15:53I take a look, get her engine started.
15:56I leave a purring and I roll on five, five, five.
16:00Free love on the free love freeway.
16:03The love is free and the freeway's long.
16:06I've got some hot love on the hot love highway.
16:10She ain't going home cause my baby's gone.
16:13She's dead.
16:14She's not dead.
16:21Long time late, I see her, cowboy crying.
16:24He says, hey buddy, what can I do?
16:28He says, I lived a good life, about a thousand women.
16:32I said, but why the tears?
16:34He says, cause none of them was you.
16:36What, you?
16:37No, he's looking at a photograph.
16:39Of you?
16:40No, of his girlfriend.
16:42The video would have shown up.
16:44Sorry, he sounds a bit gay at the moment.
16:45It's not gay.
16:45Free love on the free love freeway.
16:49The love is free and the freeway's long.
16:52I've got some hot love on the hot love highway.
16:56Ain't going home cause my baby's gone.
16:59She's gone.
17:00Free love on the free love freeway.
17:02The love is free and the freeway's long.
17:05I've got some hot love on the hot love highway.
17:09Ain't going home cause my baby's gone.
17:12She's gone.
17:14Yeah.
17:14My baby's gone.
17:16She's gone.
17:17Yeah.
17:17Gone away.
17:18She's gone.
17:19Yeah.
17:19She's gone.
17:20Yeah.
17:21She's gone.
17:27She's gone.
17:29Yeah.
17:30That's brilliant.
17:31Yeah.
17:32That's brilliant.
17:34I'm trying to think of what other ones we used to do.
17:35Right.
17:36That's lunch.
17:36OK.
17:39What in the name of Jumpin' Jehoshaphat was that song about?
17:44What was that about?
17:46What's he doing?
17:47What's he doing?
17:48What's Warren doing telling people to say, please, if they don't know, I'm sorry, we don't
17:52deserve a job.
17:55You all right, then?
17:56I do.
17:56Yes.
17:57Good.
18:01You OK?
18:06I forget all about him.
18:08He's not worth it.
18:09I go through this sort of thing all the time.
18:12Although it's usually me who dumps them.
18:14Well, he didn't.
18:14No-one dumped anyone.
18:15It was just an argument.
18:16You should come out with me.
18:17I'll find you a new bloke.
18:19It was just an argument.
18:21Well, I'm just saying.
18:24Thanks.
18:25That was nice.
18:31You OK?
18:32Yeah.
18:35Now, I don't want to pry, but, I mean, I am aware of you, your personal problem.
18:41And I wouldn't be the boss or the man that I am if I didn't lend, you know, some words
18:49of encouragement.
18:51So, um, this is something I wrote.
18:56I hope it helps.
18:57The roles you never used your thorns, the ones you loved abandoned you.
19:02Your angel face made heart so warm.
19:05You helped the sick, but who helped you?
19:09Then rushing through the Paris night.
19:12They hounded you, you lost control.
19:15We prayed that you would be all right.
19:19The news came through your body, cope or hold.
19:23Good night, my sweet princess.
19:34You're right.
19:35You're right.
19:35It fits perfectly, doesn't it?
19:38Not the car crash bit.
19:40Well, your relationship with Lee is a bit like a car crash.
19:44In Paris?
19:46The city of love.
19:50You're right.
19:51It fits perfectly, thank you.
19:55Every breath you take, every move you make, yeah.
20:08Being dumped is the perfect excuse to do all the things you ever wanted to do.
20:12I wasn't dumped.
20:14And, actually, I have been thinking of leaving.
20:17Oh, I meant shagging me.
20:18How long have you been thinking of leaving?
20:20What's that?
20:20Who's leaving?
20:21I am.
20:22Well, that's just stupid.
20:23You've got a job here for life.
20:25Yeah.
20:26Actually, I don't want to spend my life answering phones and some crappy sub-branch paper merchants.
20:31Dawn, work hard.
20:32You could be answering those phones in head office.
20:34We're a better paper merchants.
20:36Gareth, she don't want to waste her life in paper.
20:38Not a waste, actually.
20:39Not a waste.
20:40Look at Jeff Lamp.
20:4142 years old.
20:42He's got his own Porsche.
20:44That's from paper.
20:45How long have you been thinking about leaving?
20:53And are you going to lay down any of those tracks?
20:57Well, I've got a lot of them on demo, haven't I, from the band days.
21:00But, you know, they're about ten years old, so if I wanted to send them out, I'd have to,
21:03you know, bring them up to date, lay down some drum and bass shit on them.
21:05Like sabalette shit.
21:06And if you take band back out on the road, are you going to need any help with that?
21:10Look, I'm sorry to...
21:11Hold on, man.
21:12What are you saying?
21:13You know, are you going to need a manager?
21:15Well, I'd probably be a manager myself, you know.
21:17Because, er...
21:18I could be your assistant manager.
21:20You could be assistant too, the manager.
21:22Hold on, man.
21:23Shoot.
21:24Yeah, it's just, you know, we've got a lot to get through and...
21:26Yeah.
21:26I'm hearing you.
21:27Do you want to go and get them over here?
21:28Because Rowan wants to crack on with this.
21:30Do you want me to...
21:31Nah.
21:31Just get them over here.
21:33Done.
21:36Imagine having me in a band.
21:37Bald old kit.
21:38I'm the...
21:39If the glasses would be stupid.
21:41So...
21:42What's the vibe in the second half?
21:46Because...
21:49Yeah.
21:50Not always for this company.
21:51I've worked for various, er...
21:52Hi.
21:53Hi.
21:53Various, er, companies over the...
21:55Over the years.
21:55So, how did you get into...
21:57To doing this, then?
21:58How did you start?
21:59What did you do?
21:59Doing what I do?
22:01Er...
22:01Well, there are lots of ways, really.
22:02Are you...
22:03Are you thinking of...
22:04Thinking of doing it?
22:05I wouldn't mind, actually.
22:07It looks like it's quite good...
22:09You know, good fun.
22:10Yeah, it looks like quite interesting.
22:13Right.
22:14Er...
22:14This next exercise is all about...
22:17Forward planning and teamwork.
22:19Er...
22:20And I'm going to need to...
22:21Er...
22:21Put you into pairs for this.
22:23So, erm...
22:24Well, Gareth, if you can go with Tim.
22:26Oh, God.
22:27And, er...
22:27Then, er...
22:28Yeah, all right, smart ass.
22:29I don't want to be stuck with you in a situation either.
22:31What?
22:31A situation?
22:32Yes.
22:32Who would you rather be with on a desert island then, Gareth?
22:35With some whittling wood and berries?
22:38Is that OK?
22:38Fantastic.
22:39You two.
22:39Daily Thompson.
22:40There.
22:41That's great.
22:41Two, two.
22:42That's fine.
22:43OK.
22:44Let me, er...
22:48Not...
22:48Not...
22:48Not pictured.
22:49Has a chicken, a bag of grain and a fox.
22:53And he needs to get them from one side of the river to the other.
22:55But...
22:55And here's the rub.
22:56His boat is only big enough to take one item at a time.
23:00So I want you to work out in what order he takes them across the river.
23:03OK.
23:04Remember...
23:04Five minutes.
23:05OK?
23:06OK.
23:07You can't take the fox first, um, because then the chicken will eat the seed.
23:20Fox and the chicken together?
23:24Blood bath.
23:25Yeah, I know.
23:27You can't leave the chicken with the grain.
23:29Er...
23:30I'm a chicken.
23:31Thank you, Tim, for leaving me with my favourite food.
23:33Yes.
23:33I was saying, Gareth, you can't do that.
23:34All right?
23:36Er...
23:36How big is this chicken?
23:38It's the same size as a bag of grain.
23:40I don't know.
23:41Big chicken.
23:42Yeah.
23:42How big?
23:42Big.
23:43It's a super chicken.
23:44Hmm.
23:45What's a farmer doing with a fox?
23:46A fox is a farmer's worst enemy.
23:48He should just drown the fox in the river.
23:50Gareth, it's a puzzle.
23:51You know it's just a puzzle.
23:52Yeah, well, it's stupid.
23:53It doesn't mean anything.
23:55What is...
23:55What are we learning from this?
23:56It's not about learning.
23:57It's just a problem to be solved.
23:59Well...
24:00Put the grain on a wall.
24:01It's not a wall.
24:02There's always walls.
24:03Not either, isn't it?
24:04Well, it's just nothing.
24:05It's just a farm and a river.
24:08Get his wife to help.
24:09He ain't got a wife.
24:10All farmers have wives.
24:11Not this one.
24:12He's gay.
24:13Well, Danny shouldn't be allowed near animals, should he?
24:17Then you take the grain next.
24:19And the grain?
24:19Yeah.
24:29He's got to take the chicken first,
24:31so he can leave the fox with the grain.
24:34Shall I tell him?
24:35No, it's OK.
24:36I'll do it.
24:36That's just more receptive to me.
24:38Straightforward.
24:38OK.
24:39Right, everybody.
24:41Here's the answer.
24:43First, he takes the chicken across, leaving the fox with the grain.
24:47Fine.
24:47Then he comes back and takes the fox across, but he brings the chicken back with him.
24:51Then he takes the grain across, leaves it with the fox, and finally he comes back for the chicken.
24:55And he's done it.
24:56Now, I'm sure you all got the answer.
24:58Easy.
24:58Yeah, but the important thing here is that you're all working as a team.
25:03Sorry.
25:03Gareth.
25:05Yeah.
25:05Some questions.
25:12I hope that what that exercise demonstrated was that it's vital that every member of a team...
25:17Follows a leader.
25:18Well, knows sort of their place within that sort of structure.
25:21Some may be leaders.
25:23He knows that he knows best.
25:23Or she.
25:25Whoever is in charge may be the person that apparently, it may be women or men, of course,
25:31but that somebody ultimately may be scoring the goals, but...
25:34Enough.
25:34No, of course.
25:35Absolutely.
25:36But it doesn't matter whether you may not be the person that apparently...
25:39Unconditional trust is returned in leadership.
25:41It's important that you know your place and that you are supported by...
25:47Maybe we should just move on at this stage to another exercise.
25:52Okay.
25:52What about this one?
25:54What do we think might be the lesson here?
25:58Dogs?
25:59Say what you see, Gareth.
26:02Give the dog a bone.
26:03I don't believe it.
26:04It's not Roy Walker, Gareth.
26:05All right.
26:05Then what is it?
26:06If we pull together in the same direction, it's better for all of us.
26:10Yeah, they could be fighting over them bones.
26:12They're not fighting.
26:13They're smiling.
26:14In the picture it may be, but in reality...
26:20The point here is that if the team is focused on its objectives and those of the individual members,
26:27then it's easier for everyone to achieve their goals.
26:29It's like the fable, you know, the one where the dog's got a bone and he goes down to the
26:34lake to get a drink...
26:36...and he sees his reflection and he goes,
26:38Oh, that dog's got a better bone than mine. I think I'll have his as well.
26:41And when he opens his mouth to get the bone that's a reflection, he drops the real bone and he
26:46loses both...
26:47And what's that got to do with this?
26:50It's what Gareth was saying about if we've got our bones, don't go for other people's bones.
27:03I'm bored of this. I'm so bored.
27:07Yeah, so am I.
27:09No, I don't mean this. I mean everything. The job. I'm bored of the job. Sorry, Rowan. No disrespect.
27:13This is a waste of time.
27:15Tim, let's get on with this.
27:17I can't take any more of this nonsense. I can't take another boring call about Spa White index board at
27:23230 a tonne.
27:24260.
27:25No, you're a twat. OK, shut up. Shut up. I will... I'll give him my...
27:28Let's do it after we'll have a drink.
27:29We'll work out my notice. OK, right now, I'm going. Goodbye.
27:32Tip.
27:32Oh.
27:35Be fine.
27:38A waste of time.
27:40Oh, it's a waste of time.
27:42Oh, see? Pressure. Not as easy as it looks. Sometimes the experience outweighs the...
27:51Sorry, David. Dawn. I was just wondering, now you split up with Lee, would you like to come out for
27:56a drink with me?
28:00Um...
28:00I... I haven't split up with him.
28:05No, God, I know. I know you have. Yeah. I meant as a friend.
28:08So I did mean as a friend. Yeah. OK. See you later. Yeah.
28:22Go and get the guitar.
28:28Oh.
28:31Probably write a song about this one day.
28:40So what becomes of you, my love?
28:45When they have finally stripped you of
28:48Seeing the handbags and the glad rags
28:51That your granddad had to sweat
28:53So you could buy a year
28:57We used to have a political reggae one
29:00Called Equality Street
29:01So...
29:04OK.
29:06...
29:10...
29:12...
29:12...