-Written by Erik Sargent
Throughout the years, TWO MEN AND A TRUCK has been defined by a mindset of giving back, providing outstanding care for our customers, and making a difference in our communities.
It’s what drives our brand daily at our franchises nationwide, and it’s what inspired our list of company core values – which is highlighted by THE GRANDMA RULE®. Simply put, this means that we treat each customer the way we would like our own grandmothers to be treated. It’s a value that resonates with team members and customers alike, and in many office buildings, you can find a picture on the wall with “Grandma Eb” and the meaning of THE GRANDMA RULE.
Grandma Eb – TWO MEN AND A TRUCK Founder Mary Ellen Sheets’ mother – was the inspiration behind the core value, and she played an instrumental part in helping the brand get started. She offered her backyard as a spot for parking the trucks in the early days of the business in Lansing, Mich., and gave incredible support as Sheets helped to grow the brand. THE GRANDMA RULE is a fitting tribute to her contributions, and it helps carry her memory while giving our team members a great visual in how to treat all customers.
“I believe THE GRANDMA RULE® is such an important core value because it truly represents the culture of this company,” said Lauren Trost, marketing and sales manager for the TWO MEN AND A TRUCK® Chicago locations. “TWO MEN AND A TRUCK® employees not only practice this core value while at work – it is deeply ingrained in their everyday life. Before I started working at TWO MEN AND A TRUCK®, the Lansing franchise actually moved my grandma. I witnessed a wonderful display of compassion and strength. For several weeks after her move, my grandma could not stop talking about how impressed she was with the two young men who moved her.”
The core value helps to inspire our movers and drivers when they’re out on movers, reminding them that being courteous and using great care with customers is important when representing the brand.
“THE GRANDMA RULE, to me, exemplifies everything we want and expect out of our employees and ourselves,” said Brian Stern, a TWO MEN AND A TRUCK® multi-unit franchisee with locations in New Jersey and Maine. “The idea is to treat each and every one of our customers as if they were our grandmother. If we do that, every customer will be treated with respect, patience, and empathy during difficult moving situations.”
THE GRANDMA RULE applies to every customer we work with, but it’s especially important when providing moving services for seniors.
Nearly 52% of all the moves we complete are for people over the age of 50 and based on our experiences, these can be some of the tougher moves that people endure. Whether it is downsizing to a smaller home as you enter retirement or making a move into a retirement community, these types of moves can be filled with emotion as you leave somewhere you’ve called “home” for many years. Our teams understand this, and work hard to provide care and compassion to customers as they work through this difficult time.
“Often times, a senior move involves downsizing from a long-term home, and it can be a complicated and emotional experience,” said Alexa Lanier, a multi-unit marketing director for the TWO MEN AND A TRUCK® Fort Lauderdale and Boca Raton locations. “Our customer service representatives and in-home consultants work with the customers to account for the destination of all items, which can involve multiple stops or storage. Our movers then take the time to make sure every item gets to where it needs to go.”
This training is crucial for our moving teams because it shows our customers that we are a company they can trust during this emotional time. But more than anything, it’s just about showing care and compassion during an emotional time.
“A lot of times, a senior citizen just wants someone to come and talk with them at their home about what is happening and what we are able to do,” Stern said. “We make it a goal to try and accommodate this any time it is requested, because we know how important it is.”
If you or someone that you know is looking to complete an upcoming senior move, be sure to contact your local TWO MEN AND A TRUCK franchise and see why we are known as the “Movers Who Care®”!
TWO MEN AND A TRUCK® is the first and largest franchised moving company in the United States. Let us help move you forward! For more helpful tips and information on moving services subscribe to our blog and like us on Facebook.
