Shifting gears in the customer service

Jeff BrownFranchisee Jeff Brown has been a TWO MEN AND A TRUCK® franchisee in Valparaiso, Ind., for 10 years. Although Jeff had no professional moving experience prior to joining TWO MEN AND A TRUCK®, he came from a customer service sector, and joining the international moving company was something he’s never thought twice about.

Jeff worked in his family’s auto repair business for 14 years. When the industry experienced a tumultuous period and permanent evolution began to unfold, Jeff began looking at other opportunities.

A moving franchise may not be at the top of the list in terms of business ownership; however, there isn’t a person who hasn’t personally moved dwellings or at least known someone who has went through the experience.

“I had performed your typical DIY moves because I didn’t think much of the local movers I dealt with,” said Jeff. “One day, after my buddies helped me move, my dad said he saw a commercial for TWO MEN AND A TRUCK® on HGTV. I saw it a few days later. Shortly after, we sent in a request for franchise information.”

Prior to visiting the corporate headquarters to meet with the TWO MEN AND A TRUCK® executive team, Jeff wasn’t 100 percent sold on the idea. After meeting with them, Jeff and his wife, Laura, both looked at each other in the car, and knew they wanted to join the growing company as the brand’s newest pair of franchisees.

Ten years into his franchise ownership and with and holding a 13 percent revenue increase, Jeff continues to watch his operation flourish. This past June, July, and August were his location’s three best months of revenue ever. In the third quarter of 2014, the franchise experienced more than 10 percent growth. Jeff also strives to keep a strong focus on customer satisfaction surveys and maintain high customer satisfaction and referral rates.

Being in a smaller market with roughly 366,000 people, Jeff said their goals for next year are to maintain their current double-digit market share and are aiming for a 12-15 percent growth over 2014, which was their single best year yet.

Jeff recommends new system franchisees network and get to know fellow franchisees, as this is the perfect network to reach out to friends for their perspectives or to glean best practices in the business.

“Attend Annual Meeting and meet as many franchisees as you can,” he said. “I haven’t missed one in the 10 years I have been in the system. Fellow franchisees have become not only my peers, but my friends, and I have even vacationed with some of them. Home Office is a resource for certain questions or concerns, but your fellow franchisees who have done it before or that have faced, or are facing issues you have, are your best resources. I can’t recall ever calling a fellow franchisee and they didn’t have time to help me out or were unreceptive.”

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