For those who don’t know: the first full week of October every year is designated as Customer Service Appreciation Week!
At TWO MEN AND A TRUCK®, strong customer service is the foundation of our brand and a big factor in our ongoing success for nearly 40 years. From the beginning, TWO MEN AND A TRUCK Founder Mary Ellen Sheets established the mindset that TWO MEN AND A TRUCK is a customer service-first brand and we’ve kept this mentality going strong!
TWO MEN AND A TRUCK franchises consistently deliver quality customer service to help customers feel at ease during the stressful moving process, and this starts with the very first point of contact with our brand: the customer service representatives!
The individuals who fill these positions are extremely important to the success of a franchise, as they’re relied on to help customers with any questions they need and get their moves on the books.
“At TWO MEN AND A TRUCK, our CSRs are the first friendly voice the customer hears,” said Lena Lira, sales manager at the TWO MEN AND A TRUCK San Diego, Cali., franchise. “They don’t just book moves – they listen, they understand, and they make sure everything runs smoothly from start to finish. Their care makes customers feel valued, it strengthens the trust in our brand, and even helps boost sales by recommending services that make sense for each customer’s needs.”
To find the best fit when searching for customer service representatives, TWO MEN AND A TRUCK franchises look for those who are great at communicating, listening, and understanding.
“What we look for at our franchise is a CSR who is ambitious, goal-oriented, great at interpersonal communication, and efficient with a customer’s time,” said Caleb Couchenour, operations manager at the TWO MEN AND A TRUCK Grand Rapids South, Mich., location. “We want CSRs who take pride in their actions. Efficient CSRs move through the process with ease because they know how valuable a customer’s time is. When people are relocating, their lives do not stop. Customers need someone who won’t get distracted and can focus on getting them a quote and staying on task.”
We spoke to a few of our franchise CSRs from around the country and asked them what parts of the job they enjoy most and why they’d recommend it to others. Here’s what they had to say!
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“I love knowing that I’m making moving less stressful [for customers]. I’d recommend this position for someone looking to learn sales and customer service. TWO MEN AND A TRUCK looks to grow individuals professionally, even if it means growing out of the system.” – Dylan Lambert, CSR – Holland, MI
“My favorite part of working for TWO MEN AND A TRUCK is getting to connect with customers and understand their needs. Moving can be stressful, and by offering solutions, we get to help reduce anxiety and make a difficult process easier. I would recommend this role because it can be dynamic and rewarding, especially if you enjoy helping people and working in an industry with consistent demand.” – Danielle Simon, CSR – Evansville, IN
“My favorite part is living out THE GRANDMA RULE. It’s all about treating every customer the way you’d want your own grandmother to be treated – with care, respect, and attention to detail. It feels good to make sure people feel value, especially during a stressful time like moving. I would recommend it because no two days are ever the same. You get a chance to make a real difference in people’s lives, which is incredibly rewarding.” – Daniela Gallegos, CSR – San Diego, CA
“My favorite part of being a CSR at my franchise is connecting with customers and making their day a little brighter by providing solutions for their move. It’s rewarding to help people and be a part of their positive experience.” – Maria Grazzia Gomez, CSR – San Diego, CA
“My favorite part of the job is hearing customers share how smoothly their move went. They rave about how carefully we handled their belongings, showing just how much we care. It’s incredibly rewarding to turn a stressful experience into a seamless one, knowing we’ve taken great care of their most valuable items.” – Roque Barberis, CSR – San Diego, CA
Looking to learn more about life as a customer service representative? Click here!