Written by Randy Shacka, president of TWO MEN AND A TRUCK®/INTERNATIONAL, Inc.
What does a simple three letter word like why really mean? Why does it matter? Although simple by most accounts asking yourself “why” in business should be the cornerstone for your business’s existence.
TWO MEN AND A TRUCK® recently relooked at this question in hopes of refreshing our core purpose. Why do we do what we do? Why is TWO MEN AND A TRUCK® in business? Several years back our organization asked this question and came up with our original core purpose: “To be a role model in our industry”. This was fitting at the time. When you think moving, movers or the moving industry, it doesn’t necessarily conger up warm and fuzzy thoughts. Unfortunately, our industry is rife with unlicensed groups trying to take advantage of others. So back then, to be a role model was definitely something to shoot for in helping to overcome this perception. Over the past several months, we have relooked at our brand, our vision and our purpose. It was evident our purpose was missing the human element of what we do.
We looked at what our frontline staff does every day. We looked at the community outreach that is so important to us and the locations that give back as part of their daily efforts. We looked at our customers and what they say about our service (yes even when things don’t go as planned) and finally we looked at where we want to take this brand. We realize each and every day that we have an opportunity to make someone’s day and get them through a potentially tough situation. Let’s face it, moving is not easy and is typically full of emotions that elevate our stress levels. Our job at TWO MEN AND A TRUCK® is to pull up each day to someone’s driveway or business and put a smile on their face, reduce this stress and make the move go as smoothly as possible, no matter what the customer’s situation.
But our brand is much more than just customer service. The growth we have experienced and the positive service metrics we receive are a testament to that. This reflects our old purpose and through the early years of taking care of customers one move at a time, we lived up to that purpose. As we have evolved and grown and where our company is today, it is much more than just the customer experience. It is also the experience within our organization, the passion of our employees, the sheer number of people whom may have started as a mover or customer service representative that are now business owners as franchisees. At last count I believe close to 30% of our system followed this path.
This is energizing and really shapes the passion that exists under this brand!
Through a purpose exercise it hit us smack dab between the eyes. We wake up every day truly to move people forward. Whether it’s our customers, communities, employees or the general public; our driving passion is to leverage our brand to help people progress and this will continue to fuel our drive to grow and continue to build a sustainable brand for future generations to come.