Community Good-News Video Story
Budget: $250 – $750 AUD
# Video Editing Brief
## Viessmann and Heat Pump Central Customer Good News Story
### Project Overview
We will provide raw video footage showing the removal and replacement of a failed Sanden heat pump hot water system, the installation of a new Viessmann heat pump hot water unit, and the handover of the new system to the customers.
The footage includes:
* The existing failed hot water system
* The installation process
* Heat Pump Central installation staff
* Viessmann representatives
* The completed installation
* The presentation and handover of the new unit to the customers
* Customer reactions and interactions with the teams
We would like the footage edited into an informative, engaging and positive customer story that can be shared across social media, websites and other business platforms.
### Background to the Story
The customers’ existing Sanden heat pump hot water system had failed. The storage tank had rusted and the system’s primary control board had also been damaged.
The customers were facing repair or replacement costs of several thousand dollars and were unable to obtain a satisfactory warranty resolution for the failed system.
After learning about the situation, Viessmann agreed to provide a new heat pump hot water unit at no cost to the customers. Heat Pump Central then supplied the labour and completed the installation without any out-of-pocket installation cost to the customers.
Representatives from both Viessmann and Heat Pump Central attended the installation and handover.
### Primary Objective
The purpose of the video is to create a genuine good news story that:
* Explains what happened to the customers
* Shows the installation and handover process
* Demonstrates Viessmann and Heat Pump Central working together to help a family in a difficult situation
* Highlights the importance of customer support after a product has been installed
* Builds trust in both brands
* Presents heat pump hot water technology in an informative and interesting way
* Can be shared effectively across all major social and business platforms
The video should feel authentic and community-focused rather than like a conventional advertisement.
### Key Message
When these customers were left facing thousands of dollars in costs after their existing heat pump hot water system failed, Viessmann and Heat Pump Central worked together to provide and install a replacement system at no cost to the family.
This was not simply a product replacement. It was two businesses stepping in to help customers who needed practical support.
### Suggested Story Structure
#### 1. Opening Hook
Begin with a strong statement or question that quickly explains why the story matters.
Examples:
> “What happens when a relatively young heat pump hot water system fails and the owners are left facing thousands of dollars in costs?”
or:
> “This family was facing thousands of dollars to restore their hot water. Then Viessmann and Heat Pump Central stepped in.”
The opening should capture attention within the first three to five seconds.
#### 2. The Problem
Briefly explain that:
* The customers’ existing Sanden system had failed
* The storage tank had rusted
* The primary control board had been damaged
* Repairing or replacing the system was expected to cost thousands of dollars
* The customers were unable to obtain a satisfactory warranty outcome
Include footage of the old system where available.
#### 3. The Response
Explain that:
* Viessmann became aware of the customers’ situation
* Viessmann offered to provide a new heat pump hot water unit free of charge
* Heat Pump Central agreed to complete the installation with no out-of-pocket installation cost to the customers
Show Viessmann and Heat Pump Central representatives arriving, speaking with the customers and preparing for the installation.
#### 4. The Installation
Use a visually interesting sequence showing:
* Removal or disconnection of the failed unit
* Preparation of the installation area
* Delivery and positioning of the Viessmann unit
* Plumbing and electrical installation work
* Testing and commissioning
* The completed installation
This section could use faster cuts or a short time-lapse while still showing the quality and professionalism of the work.
#### 5. The Handover
Show the customers being presented with the new unit and receiving an explanation of how it operates.
Where possible, include genuine customer reactions and interactions between the customers, Viessmann representatives and Heat Pump Central staff.
#### 6. Closing Message
Finish with a positive message such as:
> “A new hot water system, professionally installed, with no out-of-pocket cost to the family.”
Followed by:
> “Viessmann and Heat Pump Central, working together to deliver more than hot water.”
The closing should include both company logos and website or contact details.
### Narration and On-Screen Text
We are open to either:
1. A professional voice-over supported by captions and selected on-screen text; or
2. A text-led video using music, captions and short statements to explain the story.
Our preference would be a natural Australian voice-over that sounds sincere, confident and conversational. It should not sound overly dramatic or like a hard-sell advertisement.
All important spoken content should also be captioned, as many viewers will watch the video without sound.
### Tone and Style
The finished video should be:
* Positive
* Genuine
* Informative
* Human and community-focused
* Professional without feeling overly corporate
* Emotionally engaging without overstating the customers’ circumstances
* Respectful toward the customers and all businesses involved
The focus should remain on the solution provided by Viessmann and Heat Pump Central, rather than turning the video into an attack on the previous manufacturer.
Any reference to the previous system or warranty outcome should be factual, measured and supported by the available information.
### Branding
Please incorporate:
* Viessmann branding and logo
* Heat Pump Central branding and logo
* Relevant website addresses
* Consistent fonts, transitions and graphics
* Clear identification of staff or representatives where appropriate
Branding should be visible but should not overwhelm the customer story.
### Music
Use uplifting, warm and modern background music that supports the story without becoming sentimental or overpowering the dialogue.
The editor must ensure that all music is appropriately licensed for commercial use across websites, YouTube, Facebook, Instagram, LinkedIn and paid advertising.
### Required Deliverables
Please provide:
1. **Main story video**
Approximately 90 seconds to three minutes, depending on the quality of the available footage and interviews.
2. **Short social media version**
Approximately 45 to 60 seconds.
3. **Social media teaser**
Approximately 15 to 30 seconds with a strong opening hook.
4. **Landscape format**
16:9 for websites, YouTube, LinkedIn and Facebook.
5. **Vertical format**
9:16 for Instagram Reels, Facebook Reels, TikTok and YouTube Shorts.
6. **Square format where practical**
1:1 for general social media use.
7. **Captioned versions**
All versions should include professionally formatted subtitles or captions.
8. **Clean master version**
A high-resolution version without captions, where practical, for future editing or alternative use.
9. **Thumbnail or cover image**
A strong still image with a short headline suitable for social media and YouTube.
### Possible Headlines
* When Two Businesses Stepped In to Help
* A Hot Water Failure Turned into a Good News Story
* Viessmann and Heat Pump Central Help a Family in Need
* From a Failed System to a Fresh Start
* More Than Just a Hot Water Installation
* Restoring Hot Water Without the Financial Burden
### Call to Action
The call to action should remain soft and consistent with the good news nature of the story.
Suggested wording:
> “Learn more about reliable heat pump hot water solutions from Viessmann and Heat Pump Central.”
or:
> “For professional advice, installation and ongoing support, contact Heat Pump Central.”
### Important Editing Considerations
* Do not make unsupported technical, legal or warranty claims.
* Do not state that the previous manufacturer acted unlawfully or breached a warranty unless this has been formally established.
* Avoid showing customer addresses, vehicle registration numbers, paperwork, phone numbers or other private information.
* Obtain approval before using any audio that may contain private conversations.
* Present the customers respectfully and avoid language that could embarrass them or portray them as seeking charity.
* Prioritise genuine reactions and natural interactions over staged footage.
* Please provide an initial draft for review before completing all final formats.
A strong editorial angle is **“businesses standing behind customers when they need support”**. That is more credible and commercially useful than making the story primarily about Sanden’s failure.
Happy to send link of video footage
## Viessmann and Heat Pump Central Customer Good News Story
### Project Overview
We will provide raw video footage showing the removal and replacement of a failed Sanden heat pump hot water system, the installation of a new Viessmann heat pump hot water unit, and the handover of the new system to the customers.
The footage includes:
* The existing failed hot water system
* The installation process
* Heat Pump Central installation staff
* Viessmann representatives
* The completed installation
* The presentation and handover of the new unit to the customers
* Customer reactions and interactions with the teams
We would like the footage edited into an informative, engaging and positive customer story that can be shared across social media, websites and other business platforms.
### Background to the Story
The customers’ existing Sanden heat pump hot water system had failed. The storage tank had rusted and the system’s primary control board had also been damaged.
The customers were facing repair or replacement costs of several thousand dollars and were unable to obtain a satisfactory warranty resolution for the failed system.
After learning about the situation, Viessmann agreed to provide a new heat pump hot water unit at no cost to the customers. Heat Pump Central then supplied the labour and completed the installation without any out-of-pocket installation cost to the customers.
Representatives from both Viessmann and Heat Pump Central attended the installation and handover.
### Primary Objective
The purpose of the video is to create a genuine good news story that:
* Explains what happened to the customers
* Shows the installation and handover process
* Demonstrates Viessmann and Heat Pump Central working together to help a family in a difficult situation
* Highlights the importance of customer support after a product has been installed
* Builds trust in both brands
* Presents heat pump hot water technology in an informative and interesting way
* Can be shared effectively across all major social and business platforms
The video should feel authentic and community-focused rather than like a conventional advertisement.
### Key Message
When these customers were left facing thousands of dollars in costs after their existing heat pump hot water system failed, Viessmann and Heat Pump Central worked together to provide and install a replacement system at no cost to the family.
This was not simply a product replacement. It was two businesses stepping in to help customers who needed practical support.
### Suggested Story Structure
#### 1. Opening Hook
Begin with a strong statement or question that quickly explains why the story matters.
Examples:
> “What happens when a relatively young heat pump hot water system fails and the owners are left facing thousands of dollars in costs?”
or:
> “This family was facing thousands of dollars to restore their hot water. Then Viessmann and Heat Pump Central stepped in.”
The opening should capture attention within the first three to five seconds.
#### 2. The Problem
Briefly explain that:
* The customers’ existing Sanden system had failed
* The storage tank had rusted
* The primary control board had been damaged
* Repairing or replacing the system was expected to cost thousands of dollars
* The customers were unable to obtain a satisfactory warranty outcome
Include footage of the old system where available.
#### 3. The Response
Explain that:
* Viessmann became aware of the customers’ situation
* Viessmann offered to provide a new heat pump hot water unit free of charge
* Heat Pump Central agreed to complete the installation with no out-of-pocket installation cost to the customers
Show Viessmann and Heat Pump Central representatives arriving, speaking with the customers and preparing for the installation.
#### 4. The Installation
Use a visually interesting sequence showing:
* Removal or disconnection of the failed unit
* Preparation of the installation area
* Delivery and positioning of the Viessmann unit
* Plumbing and electrical installation work
* Testing and commissioning
* The completed installation
This section could use faster cuts or a short time-lapse while still showing the quality and professionalism of the work.
#### 5. The Handover
Show the customers being presented with the new unit and receiving an explanation of how it operates.
Where possible, include genuine customer reactions and interactions between the customers, Viessmann representatives and Heat Pump Central staff.
#### 6. Closing Message
Finish with a positive message such as:
> “A new hot water system, professionally installed, with no out-of-pocket cost to the family.”
Followed by:
> “Viessmann and Heat Pump Central, working together to deliver more than hot water.”
The closing should include both company logos and website or contact details.
### Narration and On-Screen Text
We are open to either:
1. A professional voice-over supported by captions and selected on-screen text; or
2. A text-led video using music, captions and short statements to explain the story.
Our preference would be a natural Australian voice-over that sounds sincere, confident and conversational. It should not sound overly dramatic or like a hard-sell advertisement.
All important spoken content should also be captioned, as many viewers will watch the video without sound.
### Tone and Style
The finished video should be:
* Positive
* Genuine
* Informative
* Human and community-focused
* Professional without feeling overly corporate
* Emotionally engaging without overstating the customers’ circumstances
* Respectful toward the customers and all businesses involved
The focus should remain on the solution provided by Viessmann and Heat Pump Central, rather than turning the video into an attack on the previous manufacturer.
Any reference to the previous system or warranty outcome should be factual, measured and supported by the available information.
### Branding
Please incorporate:
* Viessmann branding and logo
* Heat Pump Central branding and logo
* Relevant website addresses
* Consistent fonts, transitions and graphics
* Clear identification of staff or representatives where appropriate
Branding should be visible but should not overwhelm the customer story.
### Music
Use uplifting, warm and modern background music that supports the story without becoming sentimental or overpowering the dialogue.
The editor must ensure that all music is appropriately licensed for commercial use across websites, YouTube, Facebook, Instagram, LinkedIn and paid advertising.
### Required Deliverables
Please provide:
1. **Main story video**
Approximately 90 seconds to three minutes, depending on the quality of the available footage and interviews.
2. **Short social media version**
Approximately 45 to 60 seconds.
3. **Social media teaser**
Approximately 15 to 30 seconds with a strong opening hook.
4. **Landscape format**
16:9 for websites, YouTube, LinkedIn and Facebook.
5. **Vertical format**
9:16 for Instagram Reels, Facebook Reels, TikTok and YouTube Shorts.
6. **Square format where practical**
1:1 for general social media use.
7. **Captioned versions**
All versions should include professionally formatted subtitles or captions.
8. **Clean master version**
A high-resolution version without captions, where practical, for future editing or alternative use.
9. **Thumbnail or cover image**
A strong still image with a short headline suitable for social media and YouTube.
### Possible Headlines
* When Two Businesses Stepped In to Help
* A Hot Water Failure Turned into a Good News Story
* Viessmann and Heat Pump Central Help a Family in Need
* From a Failed System to a Fresh Start
* More Than Just a Hot Water Installation
* Restoring Hot Water Without the Financial Burden
### Call to Action
The call to action should remain soft and consistent with the good news nature of the story.
Suggested wording:
> “Learn more about reliable heat pump hot water solutions from Viessmann and Heat Pump Central.”
or:
> “For professional advice, installation and ongoing support, contact Heat Pump Central.”
### Important Editing Considerations
* Do not make unsupported technical, legal or warranty claims.
* Do not state that the previous manufacturer acted unlawfully or breached a warranty unless this has been formally established.
* Avoid showing customer addresses, vehicle registration numbers, paperwork, phone numbers or other private information.
* Obtain approval before using any audio that may contain private conversations.
* Present the customers respectfully and avoid language that could embarrass them or portray them as seeking charity.
* Prioritise genuine reactions and natural interactions over staged footage.
* Please provide an initial draft for review before completing all final formats.
A strong editorial angle is **“businesses standing behind customers when they need support”**. That is more credible and commercially useful than making the story primarily about Sanden’s failure.
Happy to send link of video footage