Multi-Unit Franchisee Magazine Issue III, 2016 | Page 52

2016 MVP AWARDS
The Wilsons, who own and operate five
Two Men and a Truck territories in North
Carolina and Georgia, are the recipient
of this year’s MVP Influencer Award for
a Husband & Wife Team.
The Durham, N.C.-based couple each
had worked for Two Men and a Truck
before they became married franchisees.
Les was a mover for the brand in college,
eventually becoming a general manager
and buying the rights to the Charlotte
franchise with an investor group after
graduation. Brooke, who spent time with
the brand in customer service, says she
loved the diversity in her workday and

PERSONAL
Formative influences/events: I come from a
family of business leaders. Work ethic was instilled
at a young age, and I have worked as long as I can
remember, often holding multiple jobs simultaneously—not because our family needed the additional income, but because nothing in life comes
free. One has to work hard for what they want—
and no matter what you do, do it to the best of
your ability. You’re always on a stage. You never
know who is watching.
Key accomplishments: Two Men and a Truck
Achievement in Excellence Award winner every year
since the award’s inception. Consistently named an
Angie’s List Super Service Award winner. Maintained
4.70 (out of 5) customer satisfaction score and
referral rate of 95-plus percent over the last 5 years
in an industry where 80 percent is considered good.
Franchise system leader in revenue achievements.
2015 Two Men and a Truck Safety Award winner.
Helped raise more than $14,000 in 2015 for the
Animal Protection Society, which raised awareness
and led to a nearly 25 percent increase in adoptions
that October. Personally: Traveled to all but four
countries in Europe over the past decade. Learned
to sail (a dream of mine). I remain happily married
to my best friend and partner in life and business
after 13 years.
Work week: Mostly Monday through Friday; occasional weekends.
What are you reading? The Art of Crash Landing by Melissa DeCarlo. Fiction is an escape for me.
I love to read!
Best advice you ever got: Surround yourself
with people who have different perspectives and are
smarter than you. Diversity and challenge, when
constructive, can be a good thing.
What’s your passion in business? To be a
great boss. I’ve had bad ones and vow to never be
a bad boss. Fair, firm, and consistent accountability
with a genuine care for people.

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the company’s family-focused system. The
duo, who began dating at the University
of South Carolina, opened their first franchise together in 2004—as newlyweds.
At the office, they learned to clarify
their roles to avoid taking charge of the
same departments or working on the same
tasks, which they discovered had confused
the staff and held back business. Instead,
they focused on delegating duties based
on their individual strengths and weaknesses. Brooke, for instance, is more analytical and detailed in nature, while Les
tends to be task-driven. “I am visionary
and creative,” she says. “Les gets it done.
There is a time and a place for both.”
Work partnerships, she says, can put

MANAGEMENT
Business philosophy: Happy people
breed success. Happy employees create happy
customers.
Management method or style: We focus
on people and keep a pulse on the numbers. The
bottom line will work itself out.
Greatest challenge: In the moving industry,
it’s managing recruitment and retention with the
seasonality of our business.
How do others describe you? I had to ask.
Here are some of the answers I received: “Sharp,
motivated, and tenacious with a hint of wanderlust.” “Intelligent, hard-working, dedicated, willing
to ‘Brookinate’ to solve issues. Fair and able to
recognize that no one person has all the answers.”
“Always going the extra mile and coaching for a
better understanding of situations.” “Committed,
positive energy, and gives 100 percent all the
time. Caring. Laser-like focus. Just makes things
happen. Takes large complex issues, works for the
solution. And, of course, lovely and just fabulous.”
How do you hire and fire, train and retain? That’s a big question with a long answer.
There is no surefire, simple solution. Hire qualified
candidates who will fit the culture. Even the most
skilled candidate can destroy a business if they
bring negativity to the workgroup. Clearly and
consistently communicate expectations in orientation and ongoing training. You can’t manage what
you don’t communicate. Be genuine in your care
for the happiness of your team. Coach and mentor them. Help them be better both personally
and professionally. Provide them with opportunities to continually move forward. And if you must
terminate, it should never be a surprise to the
employee. Fair, firm, and consistent accountability,
in line with clearly communicated expectations,
lays the groundwork for success.

a strain on any relationship—married or
not. She recommends potential partners
understand and discuss the good, bad, a