TWO MEN AND A TRUCK

Moving is a daunting task for many people, and reasons for a move may be positive &ndash; marriage, a new child or a promotion &ndash; or tied to a stressful event &ndash; death, divorce or the loss of a job. <a href="http://../AppData/Local/Microsoft/Windows/INetCache/Content.Outlook/G4J47JGC/1851franchise.com/twomenandatruck?utm_source=1851franchise.com&utm_medium=article&utm_campaign=how-two-men-and-a-truck-provides-its-customers-with-peace-of-mind-when-moving-a-typically-stressful-event-2707637" target="_blank" rel="nofollow" style="text-decoration-line:none" target="_blank">TWO MEN AND A TRUCK</a>, the nation&rsquo;s largest franchised moving company and leader within the industry, understands this, and believes it&rsquo;s their duty to be there for their customers, listen to what they need, and be the best part of their moving experience. 

Objectively, the company tracks its performance with customer satisfaction reply cards, and the results prove the brand is doing something right with another record-breaking year.&nbsp;In over 125,000 satisfaction surveys returned as of August 2018, the moving team attitude score during the actual move is 4.86 on a 5.00 scale, and the helpful score about the customer service representatives helping during the booking and moving process is at 4.78 on a 5.00 scale &ndash; both the highest scores the company has seen in its 33-year history in these respective categories. &nbsp;

&ldquo;Two specific areas I really focus my attention on is the gathering of customer feedback about the attitude of the moving teams as well as if they felt the office staff was helpful,&rdquo; said Randy Shacka, president of <a href="https://franchise.twomenandatruck.com/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=how-two-men-and-a-truck-provides-its-customers-with-peace-of-mind-when-moving-a-typically-stressful-event-2707637" target="_blank" rel="nofollow" style="text-decoration-line:none" target="_blank">TWO MEN AND A TRUCK</a>. &ldquo;If we are providing value when the customer first reaches out while they&rsquo;re stressed it&rsquo;s reflected in our helpful score. When our movers have great attitudes on the job, we know that we are more than likely bringing peace of mind and a great experience to our customers.&rdquo;

The entire TWO MEN AND A TRUCK system diligently monitors the reply card responses, so the entire system of more than 7,000 team members can take pride in the company&rsquo;s 96 percent referral rating.

&ldquo;When a customer reaches out to us, they&rsquo;re reaching out to 30-plus years of moving experience and they&rsquo;re tapping into something we excel at every day,&rdquo; Shacka said. &ldquo;Our goal is to create a plan to reduce as much stress as possible while a customer is preparing for the move. We&rsquo;ve taken all of the lessons learned over the years, and we apply the best practices. We know that every move is unique, and we&rsquo;re going to customize it and make their experience one they&rsquo;ll remember and one they&rsquo;ll share with family and friends.&rdquo;

And those referrals can add up and affect a franchisee&rsquo;s bottom line. With a keen eye on performance, the top 25 percent most profitable franchises in the system hold a strong 96.34 percent referral rate, and the remaining 75 percent still average an impressive 95.64 percent referral ranking. The reply card results prove that everyone is focused on providing top-notch customer service, but those with the best ratings see an increase in their profits as a result.

One franchisee that has seen the benefits of a strong reply card response and referral rating is Jonathan Crain. He has been a franchisee since 2007, and he owns multiple territories in Florida. He says that 60 percent of his customers are referred through family and friends.

&ldquo;We have to create a value for customer if we want to run a successful business long term,&rdquo; Crain said. &ldquo;We have to get referrals. It&rsquo;s important to us so we can organically grow market share and organically grow profits as employee wages, insurance costs and fuel costs rise.&rdquo;

According to Shacka, on an employee&rsquo;s first day on the job, they immediately learn the primary focus of their job is to provide peace of mind to the customers. He explains that a mover and driver are trained to understand how stressful moving is for customers before they even go on their first move. 

&ldquo;We are upfront with our movers and share a lot about the environment they will walk into on a move,&rdquo; Shacka said. &ldquo;We love that they&rsquo;re calling TWO MEN AND A TRUCK to help, so when we bring in new folks, we explain why we do what we do. It&rsquo;s all pointing to our purpose of Moving People Forward. It&rsquo;s more than just the move. It&rsquo;s an experience to help people get into a better place in life during the move, and that&rsquo;s our job. We want our movers to look at it like they&rsquo;re not just moving furniture; they&rsquo;re actually moving our customers&rsquo; lives, families, and pets. Our customers are giving us a lot of responsibility, but this job also gives us a great sense of fulfillment. We are helping folks get into a better place in life.&rdquo;

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How TWO MEN AND A TRUCK Provides its Customers with Peace of Mind When Moving, a Typically Stressful Event

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The leading moving franchise places a high emphasis on training its employees to provide superior customer service

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ST. LOUIS, Mo.&nbsp;—&nbsp;<a href="https://franchise.twomenandatruck.com/">TWO MEN AND A TRUCK®</a> and&nbsp;<a href="https://franchise.twomenandajunktruck.com/">TWO MEN AND A JUNK TRUCK®</a> brought franchise owners and corporate leaders together for the company’s 2026 Annual Conference, held Feb. 21-24 at the Marriott Grand in St. Louis, Missouri. The multi-day event focused on collaboration, recognition, and strategic planning as the brand prepares for the upcoming busy moving season.“TWO MEN AND A TRUCK has always been about empowering our franchise owners to grow strong businesses while serving their communities,” said&nbsp;<a href="https://www.linkedin.com/in/randyshacka/">Randy Shacka,</a> president of TWO MEN AND A TRUCK. “Annual Conference gives us the opportunity to come together, celebrate the achievements across the system and share the strategies that will help our franchises continue to grow, even in a changing market.”This year’s theme, “Gateway to Growth,” was inspired by the conference’s host city and its historic significance as the gateway to the American West.“We were in St. Louis, which is home to the Gateway Arch, and historically it served as a staging point for explorers and pioneers. Our conference represents a gateway to growth for the system and our franchises”, said&nbsp;<a href="https://www.linkedin.com/in/rikishook/">Riki Shook</a>, marketing and communications director.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<h2>A Week of Learning and Collaboration</h2>Throughout the four-day event, franchise owners participated in keynote sessions, breakout workshops, and networking opportunities designed to help them strengthen their operations and prepare for the busy season ahead.“A lot of the focus this year was on innovation and technology, looking at where the system needs to be from a sales, marketing and operations perspective,” Shook said. “We really focused on tools for growth and where the moving industry is going as a whole.”The conference also featured a vendor marketplace with record participation from partners providing technology, marketing and operational services to franchise owners.“Having our annual conference at the beginning of the year really sets the stage for the rest of the year,” Shook said. “Franchise owners get to connect with peers, talk about what’s working in their markets and share best practices.”<h2>Recognizing Franchise Excellence</h2>A highlight of the conference was the annual awards ceremony, which recognized franchises and team members for operational performance, leadership, and community impact.During the conference, TWO MEN AND A TRUCK recognized franchises that reached major revenue milestones through the brand’s Million Dollar Club, which celebrates locations achieving significant levels of annual gross revenue.“We also had a new award this year, the Heart of the Brand Award,” Shook said. “That one was really to reinforce the ‘movers who care’ mindset and the support system that franchise owners build within their local teams.”The 2026 award winners included:<ul><li>Founders Award: Berkeley, California — Mark Snyir and Tanya Nickel</li><li>Safety Award: Lubbock, Texas</li><li>Business Moves Revenue Award: St. George, Utah — Justin Phillips and Kirk Phillips</li><li>Boxes and Packing Revenue Award: Hollywood/Ft. Lauderdale, Florida — Britt Lanier and Susan Lanier</li><li>Interstate Annual Gross Revenue Award: St. Louis, Missouri — Naim Gasanov, Doug Haber, John Judson, Tom Schopp, Joel Trost and Steve West</li><li>Multi-Family Award: Columbus, Ohio — Justin and Stephanie Clarey</li><li>Crated Moving Award: Springfield, Virginia — Martin Pollack</li><li>Sales Order Growth Award, Under 18 Months: Huntington Beach, California — Komal and Santanu Bandyopadhyay</li><li>Sales Order Growth Award, Over 18 Months: College Station, Texas — Jay Mellentine and Christine Thomas</li><li>Highest Single Unit Gross Revenue Award: St. Louis, Missouri — Naim Gasanov, Doug Haber, John Judson, Tom Schopp, Joel Trost and Steve West</li><li>Highest Multi-Unit Operating Unit Gross Revenue Award: Minneapolis South, Minnesota — Nick Bailey</li><li>International Move Hero: Sam Hellem - Colorado Springs, Colorado&nbsp;</li><li>Heart of the Brand Award: Taylor Suman — Fort Worth, Texas franchisee</li><li>Newsmaker Award: Twin Cities — Nick Bailey</li><li>Achievement In Excellence Program (AIE) No. 1 U.S. Metro Market: Charlottesville, Virginia — Nathan Bocock and Bryan and Rebecca Feldman</li><li>AIE Program No. 1 Mod-Market: Idaho Falls, Idaho — Terry Bruns, Lucas Keefe and</li><li>Exceptional Customer Service Award: Gainesville, Florida — Mark and Saundria Golden, Chris Hardoin and Anyse Medwedeff</li><li>Humanitarian Award: Grand Rapids North, Michigan — Heidi and Kyle Norcutt</li></ul><h2>Looking Ahead</h2>As the brand prepares for the busy summer moving season, leadership emphasized the importance of refining strategies now so franchise locations are positioned for success when demand increases.“The strength of our brand has always come from the dedication of our franchise owners and the teams they build in their communities,” Shacka said. “When we come together to share ideas, celebrate success and prepare for the year ahead, it reinforces the culture that has driven this brand for 40 years and positions our entire system for continued growth.”ABOUT TWO MEN AND A TRUCK:&nbsp;Headquartered in Michigan, TWO MEN AND A TRUCK is an international, full-service franchised moving company with more than 430 locations and 3,000 trucks operating in 47 U.S. states in addition to Canada, Ireland and the United Kingdom. Each location is independently owned and operated, and together, the TWO MEN AND A TRUCK network has performed more than 10 million moves since its inception in 1985. In 2026, TWO MEN AND A TRUCK was featured on Entrepreneur’s Franchise 500 list, where the brand was ranked No. 1 in the Moving/Junk Removal Services category. TWO MEN AND A TRUCK was also named a top franchise by Franchise Business Review and was featured on the Best National Moving Company List by Newsweek. In 2021, TWO MEN AND A TRUCK was acquired by ServiceMaster® Brands, which is a leading franchise provider of needs-based residential and commercial services in the restoration, cleaning, moving, and bioremediation industries. ServiceMaster was founded as one of America’s first franchise businesses and does business under seven brands today across 50 states and nine countries that generate more than $3.5B in system-wide sales. For franchising opportunities, visit&nbsp;<a href="http://franchise.twomenandatruck.com">franchise.twomenandatruck.com</a>.

Photo of TWO MEN AND A TRUCK annual conference

The brand’s “Gateway to Growth” conference brought franchise owners, corporate leaders and industry partners together in St. Louis to celebrate achievements and prepare for the year ahead.

TWO MEN AND A TRUCK® Celebrates Franchise Growth and Leadership at 2026 Annual Conference

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TWO MEN AND A TRUCK® Proudly Serves Those Who Serve: Supporting Veterans on the Move and in Business

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TWO MEN AND A TRUCK Marks 40 Years of Growth & Milestones

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How TWO MEN AND A TRUCK Provides its Customers with Peace of Mind When Moving, a Typically Stressful Event

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