Excellent customer service doesn’t happen by accident, or even with good intentions alone. Learning the customer’s needs is key
Whether it’s moving the contents of a four-bedroom house across town or just picking up a gently used sofa for Goodwill, a successful College Hunks Hauling Junk and Moving franchise owner will know what the client wants well before the truck arrives.
That’s the foundation of College Hunks Hauling Junk and Moving’s Core Value No. 1: Listen, Fulfill & Delight. Owning a moving and junk removal franchise means actively listening to the questions, comments, and concerns of current and potential clients — as well as team members. Doing so ensures success and creates a special culture, says Nick Friedman, President and co-founder.
Being proactive, not reactive, matters
“When a franchise owner understands a client’s concerns and expectations at every touch point from initial contact through the job’s completion, a lot of headaches can be avoided,” Nick says. “Listening well always leads to a better understanding of any issues and also provides clues to what that customer’s main issues are. The same goes for employees — being willing to listen creates better engagement and a more solid team.”
When a College Hunks Hauling Junk and Moving franchise owner interacts with a client, chances are that person has already submitted information online or through the Sales and Loyalty Center. That means he or she already has a rough outline of the job, can ask a few questions, and then listen to the client fill in the gaps.
Increased efficiency serves business and client alike
“That creates a win-win right away, because the client may have specific information about what’s being moved or removed that the franchise owner hasn’t been made aware of,” explains Nick. “That can lead to a shortened completion time, which always makes a customer happy. It also can help choose a truck, or decide the number of team members the job requires. That helps with employee and resource scheduling, which is good for the franchise owner.”
Indeed, Core Value No. 1 may start with listening, but it’s easy to see how “fulfill” and “delight” can quickly follow.
“When you’ve heard what a customer or team member has to say, you can be proactive in a solution,” Nick says. “The other person feels heard and respected, which leads to a successful job and a happy customer. And when people feel as though they are a partner in a transaction and not just a job number, they will return to that franchise owner with more business, and they will refer College Hunks Hauling Junk and Moving to their friends. This is a value that really builds on itself.”
Learn more about College Hunks Hauling Junk and Moving
If you’d like to find out more about how College Hunks strives to be the best moving franchise to invest in, please fill out a form and start a conversation. We look forward to answering your questions.