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Case Study: 1-800-Got-Junk?

Over the past 4 years, Basetwo Media has been producing training videos for 1-800-Got-Junk?.

We spoke to former COO Cameron Herold (founder of BackPocket COO) as well as former Director of Business Development Alex Read (CEO of Make Anything Work) about their experience in working with us.

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The Client

Cameron: 1-800-Got-Junk is the world's largest residential junk removal service. We go into people's homes and offices and haul away old stuff that they can't use. Either old renovations material, old debris, old appliances - Just old stuff. We haul it away for a fee and we recycle about 60% of what we take.

Alex: 1-800-Got-Junk is one of the fastest growing franchises in the world, operating in three countries now; Canada, USA and Australia.

The Problem

Cameron: We really wanted to be able to take the perfect scenario of one of our drivers at 1-800-Got-Junk delivering the perfect customer service, or selling the perfect way, or handling safety issues exactly how we wanted and how we wanted it systemized.

We realized that people learn in different ways: Some people learn by watching; some people learn by doing; some people learn by reading; some people learn by trying. So we knew that we had to get a well-rounded approach and we knew that if we missed on the video component - if we didn't show people what we were saying or show people what we meant - they really wouldn't be able to understand it as well as being able to read it and see it at the same time.

The Solution

Alex: What we created was a series of training DVD's that were aimed predominantly at our front-line staff.

Basetwo Media were able to work with us to create a DVD that resonated with our target audience, which really was 18-24 year old truck drivers. They wanted something that was a bit more lively, a little bit more interesting to sit there at 7 in the morning and listen to than a dry, boring corporate training video.

Cameron: So all of our operations manual was videotaped, and we had a perfect, systemized approach that was very standardized, replicatable, scalable, and we could distribute it North America-wide. So it's now being used in 48 states, 10 provinces, and actually now being used in our third country.

Alex: When franchisees took it back to their local markets, all of the staff bought into it straight away. Not only were they able to get that training message in a way that we wanted it to be delivered, but they also felt more connected to the overall brand and what the company was as a whole.

Why Basetwo Media?

Alex: When we decided that we were going to produce these training videos, we went out and we found Basetwo Media. We started working with them and straight away we were extremely impressed by the quality of the rough work that was coming back to us. We had never done this before so we didn't want a company coming to us and saying "tell us what you want". We wanted a company that was going to be able to pull that out of us a little bit because we didn't know what questions to ask, quite frankly.

Basetwo Media were able to come in and basically show us the path that would work best for us. They came in, they helped us project manage the entire process, really took the time to understand and help us discover what our needs were, and they really helped us pull the entire project together and deliver it on time and on budget to amazing responses from our franchisees.