For those who didn’t know, the first full week of October is Customer Service Appreciation Week, and this is always a time for celebration at TWO MEN AND A TRUCK!
Customer service is the foundation of our brand, and it has been this way from the very beginning. Founder Mary Ellen Sheets set out to create a moving company that would lead the way in customer service throughout the moving industry, and 40 years later, her mission has paid off in a big way.
“Customer service is the core of who we are as a brand”, said TWO MEN AND A TRUCK President Randy Shacka. “From the very beginning, our Founder, Mary Ellen Sheets, made it clear that we would bring an unmatched level of customer service to the moving industry, and we continue to do just that. This isn’t possible without the franchise customer service representatives, movers, and drivers out there representing the brand each day.”
With a 96 percent customer referral rating and more than 10 million customers moved across 48 states in America, plus Canada, Ireland, and the United Kingdom, it’s clear our goal of providing the best customer service in the world of home moving is succeeding.
This is only possible because of the people working at our 430-plus franchise locations, and it’s the movers, drivers, customer service representatives, and other office staff members who are picking up the phones, talking to customers, and getting out in the community to interact with others and promote the TWO MEN AND A TRUCK brand in a positive way.
“Being a leader in customer service starts with the people at the franchise level and our Michigan Support Center, and we’re very thankful for their daily efforts,” said TWO MEN AND A TRUCK VP of HR and Talent Management, Lindsay Gainor. “Whether it’s on the phones helping customers navigate through the difficult process of moving or being out in the community interacting with past, current, and potential customers, it takes all of us to be a customer service brand people can trust.”
Specifically with our Customer Service Representatives, they are the first point of contact with customers for TWO MEN AND A TRUCK, and it’s these hardworking individuals who set the tone for people to have a positive experience with the brand and get scheduled for a move.
“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 navigate the process with ease because they understand the value of a customer’s time. 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.”
To all of the frontline employees at TWO MEN AND A TRUCK franchises everywhere – as well as those who interact with customers at our Michigan Support Center – we celebrate you this week, as you’re an integral part of our mission to Move People Forward!