Turning Trash into Cash: 1-800-GOT-JUNK?

By BRIAN DIGGELMANN 1-800-GOT-JUNK? is proof that there’s money to be made in any small job—even one as simple as hauling junk. Founder Brian Scudamore started the company in 1989 after seeing a beat-up truck with a junk removal sign in a McDonald’s drive through. With $700 for a vehicle and some basic marketing, he had the beginnings of what would grow to be a 180-unit franchise in three countries. Although the concept of picking up and disposing of old furniture, appliances and other assorted items isn’t exactly groundbreaking, the way 1-800-GOT-JUNK? goes about it is just that. Scudamore knew from the start that the business would require substantial innovation. “Brian knew that his success, in large part, was due to the way he treated customers,” said Andrew Sutherland, a public relations manager at 1-800-GOT-JUNK?. “He was always professional and friendly and wanted to transform the traditionally mom and pop industry into a professional service.” That desire translated into clean and presentable uniforms for employees, shiny new trucks and extremely customer-oriented service. The brand also began incorporating technology into nearly every part of their operations. “Booking systems, route systems and a specialized call center helped further expand the business,” Sutherland says. Although 1-800-GOT-JUNK?’s success began spawning imitators following the professional junk-hauling model, none were able to keep pace with the strength of concept and support systems Scudamore had put in place. With a solid base for growth, the company was able to focus on continued innovation including an emphasis on recycling. “We’ve had a commitment to the environment for a long time,” says Sutherland. “More than 60 percent of junk goes to recycling or donation stations. In markets like Portland where the infrastructure supports recycling, up to 80 percent can be diverted.” So what’s it take to start turning junk into cash? Leadership, marketing or HR experience is a plus, but Sutherland says the most important thing the franchise looks for in candidates is passion. “We want people who are excited about our brand,” Sutherland says. “1-800-GOT-JUNK? is about going above and beyond to wow our customers and pushing the envelope to be the best. We’re looking for franchise partners that mesh with that culture.” With 180 units across Canada, the U.S. and Australia, 1-800-GOT-JUNK?’s picky franchise selection process has protected that culture while also allowing it to react more quickly and provide direct access to advisors for franchise partners. Today, the future is as bright as ever for the franchise as it celebrates breaking the $100 million mark in revenue and a Net Promoter Score of 85. If there’s one thing we can be sure of, it's that as long as people have junk, they’ll pay someone to get rid of it.