20 Years of Brand Growth and Franchisee Feedback: Two Men and a Truck Tell All
We’re celebrating 20 years of FBR Insights by featuring some of our long-time brand partners that continue to stand out in their franchisee satisfaction results, like Two Men and a Truck!
Franchise Business Review is celebrating 20 years of reliable, third-party surveys and insights, helping companies improve franchisee, consumer, and team experience to make the franchise industry a better place to be.
This is a major growth milestone, and we couldn’t be more proud and excited to showcase the brands that have trusted us with their franchisee feedback since the beginning of this journey.
We sat down with Pamela Batten, Compliance Director for Two Men and a Truck, to discuss how they started working with FBR, what they’ve learned through the years, and what the partnership with FBR has meant for the brand since 2006.
Meet the Brand: Two Men and a Truck
Two Men and a Truck Franchise (TMT) is an award-winning moving franchise with 380+ locations across the United States, Canada, Ireland, and the United Kingdom. The brand continues to grow with diversified revenue streams and a culture of community participation and long-term success.
Compliance Director Pamela Batten shared that she started with the brand only a few years after TMT started doing the franchisee satisfaction surveys with FBR.
“Originally, we used the surveys mainly for validating our franchise development, but more recently, they have turned into more of a dual tool for both franchise development and operations,” explains Batten.
“We use the surveys to get more formalized feedback to add to our other feedback strategies, like system-wide calls and lots of in-person meetings with franchisees.”
In addition to the franchisee satisfaction surveys, over the years, Two Men and a Truck has also worked with FBR for the lead generation and validation programs.
“FBR is truly so great to work with. They’re organized and efficient. Whether this is your first or hundredth time working with them, they will walk you through every step and set you up for success,” shares Batten.
The Greatest Lessons From 20 Years of Surveys
After 20 years of working with FBR for franchisee satisfaction surveys, lead generation, and validation programs, the team from Two Men and a Truck has a lot of great lessons to share.
Take Action on the Feedback You Receive
Feedback is a huge part of the successful TMT company culture. It is such a focus that one of the main themes for the brand in the FBR survey results each year is “transparency and consistency in communication”.
“You have to do something with the feedback,” shares Batten. She details how each department head gets feedback specific to their department from the FBR surveys to allow for follow-ups when applicable. They also always send a report with the findings, and bring up the survey data in their meetings.
Communicate First, Gather Feedback Second
The Two Men and a Truck annual meeting with all of their franchisees takes place early in the year, and only after sharing the upcoming pilot projects, operations updates, and communicating about the value of the survey feedback at the event do they send out the annual survey.
“By waiting until after our annual meeting, we can customize the survey questions to gain feedback on the pilot programs and new initiatives we just shared with them,” explains Batten.
Franchisee Satisfaction Starts at Development
The first step to happy, successful, satisfied franchisees is attracting the right people to your company. Batten explained how they get a lot of referrals and organic leads due to their culture and intentional focus on franchisee support.
“We’ve been lucky enough to be a trusted brand that creates referrals organically, which is something we’re proud of,” says Batten.
What the FBR Awards Mean to Two Men and a Truck
Two Men and a Truck have consistently been ranked on the FBR Top Franchises Awards lists. The awards honor the franchise brands that are rated highest by those who matter most: The franchisees!
Being recognized as a Top Franchise on the FBR Awards list means a lot to the team at Two Men and a Truck. They have their awards proudly listed on their franchise website and have noted the validation that the awards bring to their system.
“When people are looking into franchising with us, or a current franchisee is looking to expand, having our brand on the Top Franchise Awards list has really validated our system over the years,” shares Batten.
Batten knows the truth: Any franchise brand can say they’re a great franchise with amazing franchisee support. But these awards and the survey data validate the true commitment to transparency, innovation, culture, and satisfaction.
Two Men and a Truck Survey Results
Two Men and a Truck has the franchisee feedback and capitalizing on survey results down to a science! Their systems and processes for making consistent improvements based on results-driven feedback are inspiring, and we’re thrilled to support their growth and success.
These are just some of the highlights from the Two Men and a Truck franchisee satisfaction results:
- Senior management encourages a strong team culture: 95% of franchisees agree; 23% higher than benchmark.
- Respect the franchisor: 92% agree; 15% higher than benchmark.
- Enjoy being part of the brand: 98% agree; 13% higher than benchmark.
- Honesty and integrity: 94% agree; 17% higher than benchmark.
- Franchisor cares about my success: 92% agree; 18% higher than benchmark.
Interested in getting results like these for your own system? Franchise Business Review helps franchise brands at all phases of growth to understand franchisee satisfaction, lead generation, and validation. Schedule a free demo today to get started!
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