What defines a “Move Hero” in the TWO MEN AND A TRUCK® world can be described several different ways, but at the end of the day, the simplest definition is someone who goes above and beyond to make a difference for our customers.
This can be something small or big, but regardless of what the action is, it’s moments or actions from our outstanding team members that stand out and show that we truly are the “Movers Who Care®”. For Cameron Gaines – an operations manager for a TWO MEN AND A TRUCK location in Ohio – his actions during a recent move earned him the reputation of a “Move Hero” when he took it upon himself to provide personal protection for a customer.
“Our customer was going through a domestic abuse situation with her boyfriend, leading her to want out of the house,” said Gregg Higgins, the franchise manager. “You could tell that over the phone, she was scared to even book a move with us. On the day of her move she was visibly scared, so Cam stepped up and made sure she was safe and protected while the guys conducted the move.”
It was a simple but meaningful action from Gaines to provide this protection for the customer, and it was clear to everyone involved on the move that his actions helped bring peace-of-mind to the woman while she went through this extremely difficult process.
Gaines chose to do this on his own and without the request of anyone involved at the franchise, and typically keeps in touch with the customer service representatives at his locations to determine the type of moves they are about to experience so he can provide assistance.
“I was not asked to do this, but I have a great relationship with our CSR team, and they keep me in the loop on potentially sensitive moves at my request,” Gaines said. “It can turn into a sticky situation at any time, and I don’t want my team or the customer to be at risk, so that extra guy on the job to help keep an eye out while the team moves never hurts.”
Gaines kept it simple but effective while providing his protection to the customer throughout the move, sticking by her side, offering assistance as she moved and packed her belongings safely.
It’s a testament to the type of workers we hire at all of our TWO MEN AND A TRUCK locations across the country, and it shows how we have earned the reputation we have as a brand.
“It means everything to us as an organization,” said Clayton Huston, the business, development, and recruiting coordinator at multiple franchise locations in Ohio and Kentucky. “If we are putting our people first, our team will also put the same care and compassion into the customers. Compassion and empathy are vital for a healthy team, and not only do these character traits build internal relationships, but they establish new and meaningful customer relationships. Cam takes his role and responsibilities as an operations manager seriously, and his actions and decisions support his conviction.”
For Gaines, this was just another day on the job, but his actions prompted the customer to reach out and leave a touching review, thanking him and the rest of the steam for helping her out.
“My situation was a bit precarious,” the customer said in a written review. “The men of TWO MEN AND A TRUCK did so beautifully, I felt like my friends were helping me, and I had never met these men before. They brought an extra man [to] help me feel safe while they loaded the truck. The transition to the new location went smoothly, and I would recommend TWO MEN AND A TRUCK to anyone. Thanks for everything, guys.”
Gaines was glad to be of assistance, kept calm throughout the move, and tried his best to make sure the customer was happy.
“I was pretty calm throughout the ordeal, and the crew planned on me being there for extra support,” Gaines said. “[This showed] that we really are the ‘Movers Who Care’, and continue to show this by giving great customer service day in and day out. After the move, the customer hugged me and told me that she really appreciated what we did for her and her son.”