-Written by Erik Sargent
When Mark Golden started with TWO MEN AND A TRUCK® more than 20 years ago, he started small by joining the Huntsville, Ala., location as a mover.
Over the next nine and a half years, Golden would slowly advance into just about every role you can experience working at the frontline level of a franchise, advancing from a mover to a customer service representative, then to a move manager, an operations manager, and finally a general manager. Having worked in essentially every role available for a TWO MEN AND A TRUCK location, there was only one step for Golden to take – the jump to franchisee.
His experience working so many different roles at the Huntsville location had prepared him for this transition, and he knew what he wanted to get out of becoming a TWO MEN AND A TRUCK franchisee.
“Mostly, the hope was that after a few years of franchising, it would give me freedom and financial security,” said Golden, who is a multi-unit franchisee for TWO MEN AND A TRUCK with locations in Alabama and Florida. “I think having in worked in every department of the Huntsville location, it gave me an understanding of the different challenges that not only our people have to deal with, but also our customers.”
Golden officially signed as a TWO MEN AND A TRUCK franchisee in 2007. Despite nearly a decade of experience with the company, there was still a learning curve as he transitioned into business ownership.
“The company of the culture really showed when I signed as a franchisee, it really seemed as if you were meeting with friends on ‘Discovery Day’”, Golden said. “I think the biggest challenge of becoming a franchisee was working to find a healthy balance of work and family time. The first few years, I didn’t spend as much time with my family. I’m sure my wife felt like a single parent.”
Although he’s opened multiple locations and has experienced franchising success, Golden is always working to improve each area of the business, and is always looking for that next edge to make his operations run even smoother.
“I think we’ve always tried really hard to provide excellent customer service,” Golden said. “However, we are always emphasizing to our office staff to communicate even more with customers to improve our overall customer service score. Other than that, we continue to look for ways to diversify our services. People love a one-stop-shop setup, and we need to figure out the best way to give that to them.”
Eleven years into franchising, Golden has experienced quite a bit and gained a wealth of knowledge not only about TWO MEN AND A TRUCK, but business in general.
There’s a lot he loves about the job, but he pointed to the people he gets to work with every day as his favorite part.
“The relationships I’ve made while working have been awesome, from other franchisees to Home Office staff and employees,” Golden said. “I also really enjoy watching employees that started out as movers or CSRs grow with the company and advance their careers.”
With over 20 years of service to TWO MEN AND A TRUCK, Golden doesn’t have any plans of slowing down, and wants to continuing building on what he’s accomplished. He’s always looking to get better as a franchisee, and that starts with the little things.
“As a franchise, I want to be more involved in our communities, and to do our best and live a life that would be pleasing to Jesus Christ,” Golden said. “As for someone interested in franchising? I would recommend it because they get to live the American dream.”
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