Assured Attention

by Jane Tulloch

  Here Neville shone. The lecturers, mostly retired journalists burnt out after a lifetime of news gathering and snooping, were thrilled with their new recruit. Neville was adept at sniffing out secrets and relating them, to the discomfort of others. He had a great turn of phrase and memorable examples of this included ‘Police Parking Predicament’ (when an officious policeman accidentally arranged for a royal duchess’s car to be towed away while on a visit to the college), ‘Carry out Carry on’ (after a fracas in the canteen), and ‘College Principal Doesn’t Give a Flying Faux Pas at Funeral’ (when the Principal erroneously credited a deceased staff member with a British Empire Medal rather than his Distinguished Flying Cross. Family members were reported to be ‘appalled’).

  Peter developed something of a reputation for himself as an apologist for his reptilian friend. His friendly, open face and kindly intonation as he sympathised with Neville’s victims did much to amend some potentially difficult situations. He developed his skills in writing responses for the college magazine’s agony column and fabricated the horoscopes with disarming ease. According to these, life was to be a bowl of cherries in one way or another for everyone. Everyone felt the better for reading Peter’s pages. They helped the reader to recover from the shocks of reading Neville’s latest front page revelation.

  Peter had become a rather handsome young man and the journalism staff felt that he could have a career in television or film rather than print media. He was not unwilling to try this and, unsurprisingly, he came over well on screen; he looked good and his pleasing voice transmitted his sympathetic personality. To Neville’s dismay, it looked as though his friend might surpass him as star of their course. Peter, loyalty personified, reassured him, “I’d be nothing without your stories to talk about on screen,” he told him. “I need you to keep sleuthing and turning up stories for me.”

  Neville accepted this and a two-way alliance was formed. Peter was front man and Neville did all the dirty work.

  This proved very lucrative for the duo. After a period of employment, first in local radio, then regional TV, the two of them struck out as independent producers. Their documentaries were a great hit with the public and the TV companies fell over themselves trying to buy up their latest scandal-strewn production. A pharmaceutical company folded and very serious questions were asked after an in-depth documentary on a local army regiment was aired to a horrified public.

  Sitting in their office one day, Neville looked at Peter. “You know, we’re on to something here,” he breezed. “Where there’s muck there’s brass.” Peter nodded and Neville continued, “Where to next though? There’s something about institutions, large companies that seem useful to think about.”

  Peter agreed. “Yes, if there are lots of people, some better off than others, lots of opportunity for petty crime and so on, there’s more chance of a story or even several.”

  He continued, warming to his theme. “We can’t get into hospitals without all sorts of permissions we’d never get, we’ve done the army – or done for it,” he laughed. “What does that leave? The Scouts?”

  “Nah, too obvious,” continued Neville. “Something commercial rather than voluntary is what we need,” he mused. “A big business, say, or even, I know… a shop.” He looked at Peter with eyebrows raised.

  “I see where you’re coming from,” agreed Peter. “A big shop. Do you mean something like one of the chain stores? That would be a slog up and down the country. Massive expenses to outlay first.”

  “No, something more local, home grown. Something like…” he paused. “How about Murrays?”

  “Murrays, now that’s an idea,” Peter nodded slowly.

  Four weeks later the two men sat in the boardroom waiting for the management team to arrive. “Remember, leave the talking to me,” urged Peter, peering anxiously at his friend.

  “Okay, okay, I get it,” Neville replied, holding his hands up in mock surrender. At that moment the door opened and Mrs Carr edged in with a loaded coffee tray. Peter rushed to help. “What a nice young man,” she thought and smiled at him. The others filed into the room and sat down, looking questioningly at Peter and Neville.

  Miss Murray called the meeting to order and introduced the two visitors.

  “These are the people who want to make a documentary about us,” she started. “They are interested in the old department stores and want to highlight their relevance to modern day shoppers.” She looked at Neville. “That’s right isn’t it? I think that’s what you said.”

  Peter interrupted before Neville could answer her.

  “Exactly right Miss Murray. We feel that Murrays has such a lot to demonstrate to shoppers and even, believe it or not, to the newer chain stores. Murrays’ customer service is streets ahead of other shops and you have such interesting stock.”

  Mr McElvey looked up from his notes for the first time. Sensing an opportunity for free advertising on prime-time television, he cut in enthusiastically.

  “Of course. We do things differently and better. There’s a slogan for you.” He looked triumphantly round at the others. No one could call him out of touch.

  “Lovely Mr, er, McElvey is it?” Peter responded. “You have a gift for apt advertising phrases! I assume you work in that side of the business?” He feigned amazement when he was assured that Mr McElvey only worked in Accounts. “What a nice young man,” Mr McElvey thought.

  The smiles continued around the table as they were each assured that the documentary crew would in no way impinge on business and was, indeed, highly likely to lead to an increase in customers. It was decided to give the go ahead to the project.

  “That’s one in the eye to our competition!” Mr Soames proclaimed before explaining to Neville and Peter that they had deadly rivals in the retail industry.

  “Indeed,” said Neville, smiling weakly but, as usual, sensing a nasty opportunity.

  Neville and Peter, as the company partners, didn’t do all the dirty work themselves. For this they recruited young, enthusiastic researchers keen to gain a toehold in the world of film and television documentary making and pleasingly happy to accept very little remuneration. For the ‘Murrays project,’ as they called it, they used three young people straight out of university. Carrie, William and Theo did their best to ingratiate themselves with the senior partners. Each was keener than the last to come up with angles and potential stories for the project. They were well trained in what they needed to do: the technical, social, psychological and strictly practical aspects of their jobs.

  At the initial briefing meeting, after the almost obligatory ice breaking and introductory exercises had been carried out in a perfunctory way, Neville got down to explaining what was wanted: “We need you to ferret out potential storylines. We’re looking for dissatisfied customers, underhand behaviour, overcharging, unhappy junior staff, bullying, poor terms and conditions at work, all the usual sorts of thing.”

  Carrie blinked. It wasn’t what she’d expected. She’d thought they would be trying to identify key staff members and customers to interview as well as checking out the technical side of things. She looked at William who, she knew, had a background in camera work. Maybe they’d get him to do that side of things? But no, Neville continued to outline the unpleasant angles he was looking for. Gosh, she thought, he’s really looking for trouble. This didn’t look as if it was going to be the enjoyable assignment she’d hoped for.

  Theo wanted to know in more detail exactly what was required. He sketched out a proforma on a notepad and showed it to Neville and Peter.

  “Yes, that’s pretty much what’s wanted,” confirmed Peter with a smile. “Share that with the others will you. It looks a good way to summarise your impressions and it’ll certainly speed up our meetings.” He stood up. “Right then. We’ll meet up here in the boardroom at 5pm each evening to compare notes and make more specific plans prior to filming.” The others nodded and collected up their papers. Theo arranged to share copies of his proforma.

&n
bsp; The next day each of the researchers set to work. They started in different departments throughout the store and tried hard to ingratiate themselves with the staff while smiling pleasantly at any customers who looked enquiringly at them. They had been equipped with business cards to give out explaining who they were if anyone asked.

  Researcher Report No1

  Researcher: Carrie

  Dept.: China and Glass

  Number of staff: 6

  Senior staff: 2

  Junior staff: 4

  Dept. description: large, open area, island display units (various) wall units, sales desks (2) rear packing area. NOTE: Lighting not good. Filming would require special lighting to be set up.

  Storylines: dead end? Highly satisfied customers (5 willing to be filmed. Details taken). Stock conspicuously of high quality and department well maintained. Staff atmosphere and morale noticeably good – all staff willing to be filmed.

  Query: not for us?

  Researcher Report No2

  Researcher: William

  Dept.: Security

  Staff: 1 head of dept.

  Three part-time day staff (store detectives)

  Three part-time night staff (security guards)

  1 dog (night time only) small

  Dept. description: small office for manager, lockers for staff. All wear own clothes.

  Storylines: manager very voluble. Keen to be filmed. Highly satisfied with performance of his dept. Day staff quiet but no complaints about any aspect of their employment. Not much interaction between them as they all work on an individual basis. Unobtrusive filming unlikely to be possible due to undercover nature of the work.

  Query: not for us? Nothing much of note. Not as interesting as we thought it would be, although head of department thinks it is.

  Researcher Report No3

  Researcher: Theo

  Dept.: Porters

  Staff: 2 seniors (?) hard to say who the boss is

  4 general porters

  1 part-time night porter as required

  Storylines: odd atmosphere? Armed neutrality? 2 at same level. Civil but others work away. No complaints. Scared to? Pay and conditions seem to be better than other shop staff. Worth investigating? Not very interesting to film though.

  Peter and Neville had been staying with Neville’s mother while working on the Murrays project.

  Neville explained to Peter, “I like to stay with the old girl from time to time. Keep an eye on my inheritance!”

  Peter gasped. He thought he was used to the way Neville’s mind worked, but sometimes, like now, he was taken aback. He didn’t reply.

  Neville’s mother took great pleasure looking after the two boys, as she still thought of them, and laid on huge suppers for them after their days at Murrays. After the meal was cleared away she would sit with them at the dining room table listening in on their discussions and plans. She had always been a rather shy and self-effacing woman and was far too inhibited to try to join in the conversation. It felt to her like an honour to be allowed to listen in on the famous documentary makers. Neville and Peter hardly noticed her except when she tried to press them to have another cup of coffee or more biscuits.

  “Not now, Mother,” Neville snapped. She subsided quietly back into her chair.

  The two men looked at the researchers’ papers. They were very disappointing. Neville was angry and presumed there was some problem with the researchers themselves rather than their findings.

  “They’re too mousey,” he raged. “They don’t have the nerve to really push things. We need dirt not this stuff.” He indicated the reports with a contemptuous hand. “There’s nothing for it. I’ll have to get going myself. I’d rather have kept out of the direct fact finding but needs must. This could be a big earner for us.” A national TV channel had expressed interest in the project and was awaiting updates.

  The next day, Neville set out around the store with a notebook and small sound recorder. He worked his way steadily from department to department. But somehow, he didn’t seem to have a way with people. He couldn’t seem to encourage staff or customers to unburden themselves to him. He sat fuming after dinner that evening.

  “Nothing. Nothing. Nothing. What’s wrong with this place? There must be something wrong somewhere.”

  Peter thought for a while. “Maybe it actually is OK? Maybe the staff just are pleasant and helpful and the customers just like the place?”

  “Don’t be ridiculous,” came the smart rejoinder. “Nowhere’s perfect. We’ll need to keep trying. You’ll need to keep trying. It’s your turn now.” His mother opened her mouth to say something, but Neville snapped, “Keep out of it Mother. Stick to things you do know something about.” She stood up stiffly and left the room. Peter looked at him reproachfully.

  “That was a bit unnecessary.”

  “Who cares? We’ve got work to do. We’ve got to make this thing work.”

  “How about we take another angle? Do something completely different?” said Peter.

  “Like what?”

  “Well, how about an initially more positive, innovative angle.”

  “Yeeees, go on…”

  “How about we do something wild like a live focus group? We could do it right in the heart of the shop? The camera angles and lighting would be so interesting, we could zoom in and out on people’s faces...”

  Neville, excited now, cut in, “And ask really pointed questions, get the sorts of dirt we need on live television. It could be the event of the year. Something really different. Yes, yes, yes. We’ll do it!”

  He had seldom been so enthused by a project. This would really sink Murrays.

  The management team were keen for updates on what the researchers were finding and how the project was shaping up. Peter, sensing their ill-fated enthusiasm for the project, had no trouble in selling the idea for the live televised focus group as the heart of the programme. The idea was that various departments would be filmed and recorded in advance and shown before and after the live part of the programme. This would lead to a certain amount of upheaval of course: the Grand Hall would have to be cleared as it would be the most iconic location as Peter put it. This would also allow for the equipment to be set up as unobtrusively as possible around the galleries.

  “Should we shut the shop for the day?” enquired Mr Soames to Mr McElvey’s acute shock. Fortunately, it was decided that there would be no need for the curtailment of commercial activity.

  “It might even be an attraction for the public,” cut in Mr Richardson in excitement. Neville smiled grimly to himself as Peter nodded happily.

  It was decided that Peter himself would act as question master to be briefed, via a headset, by Neville located just out of sight behind a bank of monitors behind a pillar in Menswear.

  Later that week a group of rather self-conscious ladies found their seats in the semi-circle arranged around a small raised platform on which Peter was to sit as question master, or referee, as he jokingly put it to them. The Grand Hall had, as planned, been cleared and lighting and cameras were fixed on the galleries and focused down on the assembly. The chosen ladies had obviously dressed for the occasion and smart outfits, best coats and jackets and significant amounts of costume jewellery were much in evidence. Theo, Carrie and William had recruited them and briefed them on what would be expected. They were all very excited and apprehensive as they looked up at the cameras, bright lighting and suspended microphones ready to pick up their least utterance.

  Looking on via a monitor in what was now referred to as the production area, Neville was surprised to see his mother seated near the centre of the group. He laughed to himself. Trust the old girl. Well, why not? She was a long-term customer after all. He spoke into his microphone connected to Peter’s earpiece.

  “Right. Get started.” He signalled the cameras to action and quiet was called all around the store. The various technicians crouched to their duties.

  Peter started by thanking them all for attending and expla
ining that the purpose of the group was to highlight their concerns about the store. The ladies looked puzzled. One, a staff member, requested clarification. Peter reiterated that in an enterprise such as this it was highly likely that, as he put it, the little people tended to lose out in the interests of profit making. Brows furrowed. It was after all a shop. It was in business to make money.

  Another staff member started bravely, “Of course everyone could complain about pay but the conditions here are so…”

  Peter interrupted interestedly, “Tell us more about the poor pay?”

  The flustered woman said, “That wasn’t my point.” She lapsed into embarrassed silence, unwilling to volunteer anything else to what now appeared to be a hostile interrogator. She looked around her. The others in the group were looking unhappy too.

  Neville shouted into his microphone, “Keep going. For God’s sake, keep going.”

  Peter looked around helplessly. “Any customers here like to tell us about their experiences at Murrays?”

  This more positive line of questioning opened up floodgates of stories of kind staff operating above and beyond the call of duty, the painstaking sourcing of tiny, relatively inexpensive items, of shared jokes and friendly decade-long relationships between customers and individual members of staff. Neville could be heard virtually tearing his hair in the production area.