Mary explores the infuriating world of mobile-phone retailers. Mary plans to start a revolution in the phone shops. Her secret cameras reveal them to be one of the least user-friendly retail environments on the high street. Staff bombard you with technical information that has little to do with finding the right phone for you - and you can't even try before you buy. The worst offender, Mary thinks, is Fonehouse, a national chain run by CEO Clive Bayley, who thinks his customer service is a cut about the competition. Mary quickly bursts his bubble and persuades him to give her control of his flagship store in Angel Islington, London. So can she show him what good customer service is really about? But getting her ideas rolled out across the chain won't be easy, because she'll have to convince a group of successful franchisees as well as CEO Clive that customer service is worth spending serious money on.
