In this episode, Alex looks at getting your product right. Big Space is a children's soft-play centre run by Lester and Sue Adams. Setting the business up from scratch, the couple remortgaged their house and ploughed all their savings into the business. But their product is woeful and, to compound the challenge, they must serve two distinct customers: both parent and child.
Privileged access to Pret A Manger's training academy unearths some groundbreaking philosophies, and a visit to Londons largest family restaurant, the Rainforest Café, reveals the importance of themed fun.
Can Alex get this small company to realise the importance of customer satisfaction?
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