What It Takes to Move the World

First Up:

Shep Hyken’s opening comments focus on how delivering great service is about being a little bit better consistently, with special opportunities to step up whenever there is a complaint, problem or a chance to create a Moment of Magic.

To illustrate his point, Shep related a story of Cesar Larios, a student at The Art Institute of Florida and a part-time employee of College Hunks Moving, who was inside an elevator with a 79-year-old resident of an assisted living facility when the elevator got stuck. The resident didn’t think she could stand long enough until the two could be rescued. So, Cesar dropped to his hands and knees to turn himself into a human bench until they were saved.

Shep then quoted Nick Friedman, president of College Hunks, as saying, “I thought this was a great example of old-fashioned service and helping your fellow neighbor. Our mission is to move the world, both literally and emotionally. This was a perfect example of a brand coming to life.”

Featured Interview:

Nick Friedman started the College Hunks Hauling Junk and Moving in college with his childhood best friend, now business partner, Omar Soliman in a beat-up cargo van and has grown to over 100 franchises nationwide. So, Shep begins his interview by asking Nick Friedman how can a relationship survive with someone who is both a business partner and best friend? Nick answered by saying that the long-term reason for their success and partnership is because their vision and values have always been in alignment. The partners communicate regularly, openly and candidly. Any time that they do disagree on how they are going to accomplish something, they have a discussion and then decide to commit to that decision, even if one of the partners doesn’t fully agree.

Nick then explained how his company’s brand promise, which comprises the acronym H.U.N.K.S., standing for Honest, Uniformed, Nice, Knowledgeable, and Service has made a huge difference.

Top Takeaways:

• Emotions matter in any service industry, especially with a stranger coming into the home (or office).
• The two emotions that matter most to a homeowner are trust and care. (This applies to anyone in any business.)
• You want to provide people a stress-free experience that will lead to the three R’s: repeat, referral and reputation.
• In your employee training, don’t just show what has gone wrong and how to fix it, but also celebrate what has gone right, and ask how can we make more of THIS happen.

About:

Nick Friedman is the President and Co-Founder of College Hunks Hauling Junk and College Hunks Moving, the largest and fastest growing junk removal and moving franchise opportunity in North America with over 100 franchisees. He has been named among the Top 30 Entrepreneurs in America Under 30 by Under30CEO.com.

Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.

“You can’t put in an operational manual how to create extraordinary Moments of Magic. It’s got to be ingrained into your hiring practices, in your training practices and in your culture. You need to hire service-focused individuals.” – Nick Friedman

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

1. What is your company’s purpose?
2. How do you create a values-based company?
3. What are the most important attributes employees need to have? Why should you offer your customers a stress-free experience?
4. Why should you share and celebrate positive experiences with your employees?
5. What should you look for in a candidate during an interview?
6. What should you do in a five-minute huddle?