Case Study - Shred-It International - Shawn Brown
Set the stage
Shred-it International asked Shawn to come in and save a failing branch that was on its last legs.
The Branch had never been structured or staffed properly. It didn’t have the proper guidance or direction, and had lost 300 of its 350 clients. This was further compounded by a senior employee that had stolen most of the technical and customer information related to the operation and had started his own company targeting the remaining customer list.
42 customers remained.
Was given 3 months to salvage what was left, then implement a plan to build and grow the branch again.
Phase I – Stop the Bleeding: 3 months. The first step was to go to the remaining clients individually and ensure there would be no further losses. Met with individually and asked for, and received, a 3 month window from each client to prove it was a new path forward and different company.
Phase II – Initial phase of build and grow: 9 months
Corporate expectation was to turn this into a healthy, functioning branch. Shawn’s vision was much higher.
Challenges along the way
First, stabilizing the operation. Then, explaining a relatively new industry – initially a major educational component about why the service was needed. Challenges finding the best people – creating a duplicate of the 1980’s Edmonton Oilers (Shawn’s personal goal) and, finally, managing explosive growth that resulted.
Turned the operation from the worst performing branch (6 major KPI’s, a very complex operation) internationally, to the number one branch globally in 18 months hitting every one of the KPI’s.