About our Client

Since 1997 G.J. Gardner Homes have built over 10,000 homes in New Zealand. They continue to build a reputation for reliability and for being an organisation that both customers and suppliers can trust, and continue to live by their vision:

‘To have every customer recommend us to their closest friend’.

They have been named New Zealand’s Most Trusted home builders, through Reader's Digest independent research for the last four years.

The Brief

The original brief was to put the group Induction online, making it easy for all new recruits across the different franchises to complete the induction in a timely manner and ensure they have an understanding of the group-wide standards and expectations.

G.J. were running face to face workshops for all new Sales Consultants across NZ. Although the workshops were great, and well received, it was costly and time-intensive to deliver, with some Consultants not receiving the formal training for months after starting. There was now a demand for online modules to be made easily accessible and available to new Sales Consultants so the workshop time could be reduced and focus on the role play aspect and sales techniques.

Following this a further project was commissioned, to provide an online module to highlight their customer service standards and how they apply day to day – a vital piece for G.J as part of their vision.

Our Role

We started with a scoping session to look at the different areas and establish what the needs of the business were so that we could establish what learning and performance solutions may be required.

Following the build of the Group Induction module we supported the implementation of an LMS, enabling automated tracking across G.J. modules, as well as the online development of four key topics:

• Sales Induction
• The G.J. Way of Selling
• Social Media Policy
• Marketing

The next phase would be to create a module focusing on G.J.’s customer service expectations and standards, brought to life in the style of an immersive scenario.

We collaborated with G.J. to ensure that the content was realistic and consistent across the G.J. franchises.  

All filming, photo shoots and audio were professionally recorded by Optimism, on location with the support of G.J.

The Results

We achieved all of G.J.'s goals, which were to:

• Extend the reach of training
• Make training immediately available and accessible to everyone
• Provide a consistent approach across all regions
• Offer learning that was relevant and immediately useful in people's work
• Reduce training time for Sales Consultants
• Reduce cost of delivering training – time, resource, travel
• Provide automated tracking of progress and completion
• Provide online real-time reporting for franchisees and G.J. Gardner.