Service Experts Project

Service Experts has been a Bizbio client for years. We scouted their operation first, then shot over two days in August 2018, and the film we made answers one question: what actually happens after a homeowner calls?

That question is harder than it looks. The answer has a lot of steps, and every step is a chance for a viewer to stop watching. So we filmed the steps in order and let them carry the film — the first phone call, the in-home consultation, the options conversation and the Advantage program, installation day, and the technician who comes back a year later.

The pre-production document was named after the film before we shot a frame — What to Expect, August 2018.

Installation day gave us the best material. The crew lays a red carpet through the house before anything comes in, and that one detail does more for trust than any line of voice-over could. From there the installer walks the homeowner through the thermostat and the airflow, the way you explain a piece of equipment somebody has to live with. A consultant returns within two weeks at no cost to check the work. A review is asked for. A licensed technician comes back within about a year for scheduled maintenance.

What To Expect went up in January 2019 and has been watched nearly five thousand times since.

There was more to the job than the one film. We produced a logo reveal, then a one-minute and a two-minute cut in November 2019, and a printed postcard. In March 2019 they brought us to a Make-A-Wish reveal in London and we covered that too.

A process film is the hardest kind of trust work, because nothing in it is a performance. It is a company showing you its own routine and hoping the routine holds up. Theirs did.

DIRECTOR / BRYAN BAKKER