-Written by Erik Sargent
In 2008, the American economy was hit with a major recession that affected businesses of all kinds, TWO MEN AND A TRUCK® included.
It was a tough time for any company trying to gain footing and continuing to make a profit, and there was a ripple-effect throughout the business world as people tried to pick themselves up and get back on track. For the TWO MEN AND A TRUCK brand, a new vision was set in place, a new level of thought was implemented, and the results have spoken for themselves, with the company hitting 100 months of consecutive growth this April.
It’s a milestone achievement that has certainly been celebrated, and it speaks to the overall commitment of everyone across our franchise system – from our hardworking movers and drivers, to our customer service representatives, managers, and franchisees – who has put in the hard work, the hours, and the dedication to ensure this brand continues to thrive and make a difference.
“We’re definitely ecstatic to reach 100 months of consecutive growth,” said Randy Shacka, president of TWO MEN AND A TRUCK. “It kind of snuck up on us, and I think it can be attributed to everyone within the brand working on the business each day, and not focusing so much on the result. We have an aggressive vision in place for the future, but we all wake up working on the business, and not necessarily the result. 100 months is a great milestone and it’s great to step back and appreciate it, but we also know we’re not stopping. The biggest drive we’ve all come to understand is that with growth brings additional opportunities for people to move forward professionally and personally with TWO MEN AND A TRUCK.”
With an achievement like 100 months of consecutive growth, it’s hard to pinpoint one particular aspect that has attributed to this success, but it’s clear one thing has been more prevalent than others – consistency.
“Consistency matters, especially in the service industry, and one of the areas we’re most proud of is the fact that while we’ve grown at record clips, our customer service has been strong throughout and hasn’t wavered,” Shacka said. “Delivering a consistent customer experience with every move is important to us. Without this foundation, growth can’t be achieved.”
To match the consistency that’s been present from top to bottom throughout the company, another major factor that has played into this level of success is the people. With a franchising system that includes more than 350 locations, it’s impossible to make the strides TWO MEN AND A TRUCK has without dedicated and motivated individuals making their impact felt in their respective roles.
Starting with hiring initiatives like Career Move Month, we’ve been able to locate and hire top-notch employees for each position within the TWO MEN AND A TRUCK system.
Other ideas that have been developed during these 100 months of consecutive growth include our Customer Relationship Center (CRC), our national call center that has allowed us to field more calls and provide the best overall customer experience for our customers when they call to book a move. Our CRC has come a long way since its inception, and continues to improve each and every day.
“We’ve come a long way from where we started, and it’s hard to pick just one area as the largest for improvements,” said Ashley Skaggs, director of sales for TWO MEN AND A TRUCK. “We’ve made huge strides in added technology and an enhanced phone system, and we have fine-tuned our processes, enhanced our training and coaching, and have built wonderful relationships with the franchises. But overall, I would say the biggest improvement is allowing our customers even more opportunities to speak with a live person for a longer period of time.”
Last but not least – and maybe most importantly overall – have been the steps taken by our franchise locations, the franchisees that run them, and the employees working at the locations day in and day out to keep the wheels turning for TWO MEN AND A TRUCK.
Without the success of these franchise locations in their local communities, the brand would not exist, and it’s this local community feel and commitment to customer service that have allowed us to continue expanding our reach and continue growing as a brand. For the franchisees who have been along for the ride, they’ve made a commitment to excellence, and it has shown.
“I believe our growth has come from our continual commitment to examine ourselves and get better,” said Nathan Bocock, multi-unit franchisee with locations in Florida, South Carolina, and Virginia. “We spend far more time improving our processes and thinking of new ways to enhance the customer experience than we do watching our competitors. We refuse to be comfortable and we drive change, every single day.”
The positive mindset of our franchisees keeps the business moving forward, and all throughout the country, you find leaders who aren’t spending too much time focusing on their success – they are continuously looking ahead and working to improve.
“We’re always searching for opportunities to network and share our story,” said Steve West, operations manager for the TWO MEN AND A TRUCK St. Louis locations and franchisee for the Sioux Falls, S.D., location. “Our teams understand the importance of being proactive versus reactive, and we hope to exceed our revenues and overall customer service ratings every year. Our team is always open-minded and challenged to think outside the box, looking for different methods or approaches to reaching those goals. Our environment has been created by the diverse styles of our management team, creating a dynamic and unique culture.”
TWO MEN AND A TRUCK® is the first and largest franchised moving company in the United States. Let us help move you forward! For more helpful tips and information on moving services subscribe to our blog and like us on Facebook.