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

Moving is a daunting task for many people, and reasons for a move may be positive – marriage, a new child or a promotion – or tied to a stressful event – death, divorce or the loss of a job. TWO MEN AND A TRUCK, the nation’s largest franchised moving company and leader within the industry, understands this, and believes it’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. 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 – both the highest scores the company has seen in its 33-year history in these respective categories.  

“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,” said Randy Shacka, president of TWO MEN AND A TRUCK. “If we are providing value when the customer first reaches out while they’re stressed it’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.”

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’s 96 percent referral rating.

“When a customer reaches out to us, they’re reaching out to 30-plus years of moving experience and they’re tapping into something we excel at every day,” Shacka said. “Our goal is to create a plan to reduce as much stress as possible while a customer is preparing for the move. We’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’re going to customize it and make their experience one they’ll remember and one they’ll share with family and friends.”

And those referrals can add up and affect a franchisee’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.

“We have to create a value for customer if we want to run a successful business long term,” Crain said. “We have to get referrals. It’s important to us so we can organically grow market share and organically grow profits as employee wages, insurance costs and fuel costs rise.”

According to Shacka, on an employee’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.

“We are upfront with our movers and share a lot about the environment they will walk into on a move,” Shacka said. “We love that they’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’s all pointing to our purpose of Moving People Forward. It’s more than just the move. It’s an experience to help people get into a better place in life during the move, and that’s our job. We want our movers to look at it like they’re not just moving furniture; they’re actually moving our customers’ 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.”