My Search for How to Truly “WOW” Our Clients

An 8-Part Blog Series by Omar Soliman, Founder and CEO of College Hunks

Part 4: A Beacon of “WOW”

Hi everyone. Once again, I’m Omar Soliman, founder and CEO of College Hunks Hauling Junk and College Hunks Moving. If you’re just joining the conversation, I’ve been writing my thoughts about “WOW-ing” our clients (and our HUNK team, for that matter) by going above and beyond what they expect.

The thing about the junk hauling and moving industries that’s surprised me is how little is expected by customers from companies. Don’t get me wrong, we’ve gotten a lot of great responses. For example, Jennifer Z. told us about how one of our HUNK teams worked quickly and diligently to help her recover in a single morning from the aftermath of a tornado that ravaged her property. I think that’s nothing short of amazing.

On the other hand, we’ve gotten a lot of great submissions about how our teams are out there, working hard to get each job done with speed, efficiency, and professionalism. At first, I thought our standard service was getting confused with going above and beyond to “WOW” our clients.

“Maybe I just wasn’t being clear about the contest details,” I thought.

Then, it hit me like a ton of bricks… or, I guess in this case, a ton of junk.

Image courtesy of digitalart / freedigitalphotos.net

I realized that people from all over the country are so used to underwhelming service from their movers and haulers that College Hunks’ standard service seems amazing to them. They can’t believe that we don’t work slowly just to drag out the clock. They’re somehow surprised that we don’t show up looking disheveled and unkempt. They’re not used to crews who are personable and actually listen to their thoughts and concerns.

Sadly, it seems that the junk hauling and moving industries are utterly “WOW-less.”

Still, if we’re the exception to that norm, standing alone as the sole beacon of “WOW” in an otherwise “WOW-less” industry, then I’m proud to have that distinction.

So, if our standard service is something that “WOW’s” you, let us know.

And, if you’ve had a “WOW” experience from another company in any part of the service industry, let us know that too.

Basically, if a service provider blew your mind in any way, big or small, tell us how. Just click right here to go to Facebook and submit your story. Then, we’ll pick the 10 best stories and give each winner a $100 College Hunks Gift Card.

So, friends, we’ll talk more about “WOW” next week. In the meantime, remember, stay stress-free!

 My Search for How to Truly “WOW” Our Clients

 An 8-Part Blog Series by Omar Soliman, Founder and CEO of College  Hunks

Part 3: A “WOW” for Every HUNK

Omar Soliman here, founder and CEO of College Hunks Hauling Junk and College Hunks Moving. Thanks for joining me once again this week. Today, I want to talk about an important part of “WOW” service that a lot of companies tend to forget about: “WOW-ing” their own employees.

Now, I realize that you, yourself, may not be a College Hunks team member. Still, it’s important to understand what motivates our HUNKS to “WOW” you. Personally, I like to think it’s because we make it our priority to “WOW” all of our team members every day.

The very foundation of College Hunks rests on the idea that every single HUNK is the CEO of our organization in their own right. I honestly look at it like the HUNKS on the trucks who come to your homes, roll up their sleeves and do the hands-on work are just as responsible for the success of this company as I am. As such, I think it’s important to give them not only the respect that comes with that title, but also a lot of the decision-making powers.

Here’s what I mean:

When the HUNKS go out on the truck each day, they understand that time is a valuable asset to the company. As CEOs, they’re responsible for budgeting their time spent at each job site. The quicker they can get their jobs done and get back to the office (while still ensuring they provide quality, personable service), the more revenue from those jobs they earn for the company. Plus, they also receive bonuses for themselves based on their efficiency.

Furthermore, as CEOs, they know the importance of engaging the community in order to grow the College Hunks brand. If they don’t do their part to build not just the brand, but also a genuine relationship with the community, they know their location will have fewer jobs on the docket for the following days.

With these responsibilities, the HUNKS control their own success and their own revenue and income. In this way, each HUNK feels empowered and, therefore, motivated to do a great job. Generally speaking, people seem to take more pride in their work when they control the outcome and are given a fair chance to reap the fruit of their labor.

I always enjoy hearing new HUNKS tell me how surprised they are at the levels of responsibility and reward they receive as members of our team. Hearing those sentiments lets me know that I’m doing my job by “WOW-ing” them, from one CEO to another. And, since we’re all CEOs, I know I can trust every HUNK to do their absolute best to “WOW” you.

Check us out next week right here on the blog and we’ll continue talking about “WOW.” In the meantime, click here to go to Facebook and let us know about the most over-the-top “WOW” moment you’ve ever had with a service-provider. Remember, if your “WOW” is one of our top 10 favorites, we’ll give you a $100 College Hunks Gift Card!

With Valentine’s Day standing as the last holiday “hoorah” between you and your spring cleaning, why not take care of both in one fell swoop. This year, practicality is the new romance. Hear me out:

When picking a gift, consider the following question: “Does he/she really need (or even want) it?” I mean really, are you going to buy another electronic gadget to sync with the 38 other electronic gadgets your special someone already has, when they only use them to check Email and play “Angry Birds” anyway?

As far as gestures, you can always take your loved one out to dinner, but really, how many times a year can you possibly order the same fettucini alfredo from your favorite Italian food chain restaurant before it starts to feel like you’re living in a real life version of Bill Murray’s Groundhog Day?

No, the same old routine just won’t do this year (especially if the Mayans got it right). This year, you want something innovative, something that’ll make your loved one say “WOW.” This year, you need to step your game up and get the gift that someone actually wants and needs. Our suggestion: CLEAN THE HOUSE, the whole house, and nothing but the house. I’m not just talking about sweeping the living room, I mean clearing the clutter out of every single room, a truly grand gesture.

Aside from getting out ahead of your spring cleaning duties, imagine the feeling your loved one will have when they come home to a completely de-cluttered house. It’ll feel as though a weight has been lifted. He or she will be overcome with relief and happiness because it’s one less thing they have to do. Plus, who doesn’t want to live in a clean space? While it’ll be a relief to you as well, your special someone will feel truly indebted to you (especially if they got you some overpriced flowers and a box of nasty, mystery chocolates).

So, this year, make your gift stand out. Make it useful, both wanted and needed. Do that, and you will have made it memorable for both you and your loved one.

If you need a hand getting all of that junk out of your house, call your local Romeos of recycling, the College Hunks. Just click here and get started on your mission to “WOW” your valentine!

If you want to enter the College Hunks’ “What’s Your WOW” contest for a chance to win a $100 College Hunks Gift Card, click here for the details.

My Search for How to Truly “WOW” Our Clients

An 8-Part Blog Series by Omar Soliman, Founder and CEO of College Hunks

Part 2: How the “WOW” Got Started

Thanks again for joining me. I’m Omar Soliman, founder of College Hunks Hauling Junk and College Hunks Moving. As we discussed last week, I’m writing because I want to share with you the story of my journey for “WOW.” The goal is simple: to find the best ways to truly “WOW” our clients and take College Hunks’ service to even greater heights.

In order to understand where we, as a brand, are going, it’s imperative to understand where we’ve been. I’ve been thinking about it a lot lately, how Nick and I got started with nothing more than my mom’s cargo van, some word of mouth advertising and the determination to make something happen. Looking back, it seems so unlikely that an entire company should grow from such an unassuming initial idea. Then again, maybe that beginning is part of the “WOW” factor itself. I certainly found myself saying that three letter word quite a bit along the way.

The truth is, maybe I did think that one day I’d own a business. Still, I never thought it would come from riding around in a beat-up van, offering to haul away people’s junk. I only started doing it because my mom wanted me to get a job between semesters at college and I thought it would be a fun way to earn a few bucks over the summer.

Now, with 39 franchises and more on the way, it’s easy to use this “WOW” idea to explain the growth of College Hunks. I started College Hunks without expecting much, but what I got in return blew my mind. I remember that feeling when we got our first big orange truck with the College Hunks logo on the side, and I realized the company was really turning into something. It was astonishing… it was crazy.

That feeling is exactly what I want to pass on to our clients. It’s why I’m on this journey to find out what would really blow our clients’ minds in terms of unexpected, over the top, great service. We want our clients (that’s you!) to get MORE than they bargained for every time we show up to help them with their junk or moving needs, to the point where they come to expect that type of quality. Then, when the “unexpected” becomes “expected,” we’ll just continue to raise the bar and discover even more innovative ways to “WOW” them.

Next week, I’ll tell you about why I view everyone in our company, from our corporate team and franchisees to the HUNKS on the trucks, as CEOs in their own rite and why it’s just as important to “WOW” them as it is to “WOW” our clients. In the meantime, we’ve been getting some great feedback from all of you on facebook, so keep your ideas coming!

All you have to do is click here to check us out on Facebook and leave a comment expressing what “WOW” you would appreciate the most. Big or small, no idea is too “out there” for us to consider, so let me know what would “WOW” you!

Original Message:

“I would like to share with my Whetstone neighbors the wonderful experience I had with contractors referred to us by HOCOA (Andy and Michelle Katon, owners). Triangle Home Services Inc. (owner Ron Martinazzi) assisted us with complicated remodeling jobs we never thought would come out the marvelous way they did. His company is ‘two-legged,’ they also have a Pest Control chapter that very efficiently got rid of our terrible pests, like termites.

Tim Perkins is the GM to a dream moving company (College Hunks Moving) who (could you believe that?) made moving (gasp!) a pleasant experience. (We moved six times in the past 20 years. Now, our granddaughter and her family moved in with her ailing mother, in order to help her.)

Long story short: a million kudos to HOCOA and to Adam Jacobson who let us meet those marvelous people.

All the best to everyone,

Lucretia A. Diplan”

And a special thanks to you, Lucretia, for sharing your story with us.

My Search for How to Truly “WOW” Our Clients

Blog Series by Omar Soliman, Founder and CEO of College Hunks

Part 1: What is “WOW”?

My name is Omar Soliman, and I’m the CEO and co-founder of College Hunks Hauling Junk and College Hunks Moving. I’m writing because I want to share with you our company’s search for the best ways to truly “WOW” our clients and take College Hunks’ service to the next level. I want to you to be a part of that search…a part of our story.

At College Hunks, there’s been a lot of discussion about what we can do to provide consistent “WOW” moments to each and every one of our clients, but instead of just hearing ideas from my College Hunks team, I want to hear from our most important advisors: you. I want to know what your “WOW” is. Let me explain.

“WOW”, or a “WOW moment”, is that moment when you can’t help but step back and say “WOW!” because of the unbelievable lengths that a company or team went through to help you out. It could be any experience, big or small, where a service provider went above and beyond to ensure your satisfaction.

At College Hunks, we’re not in the business of hauling junk or even moving. I personally believe that we’re in the business of helping people beyond what they even realized was possible. Our mission as an organization and as individuals is to “Move The World”. We want to make sure that, at every turn, we aren’t just meeting your expectations, but far surpassing them to the point where the only word you can think to say is “WOW!”

Over the course of this 8-part series, I’ll tell you what this process means to me personally and to the College Hunks organization, how it began and evolved, and why we feel it is the key ingredient in our success. I’ll even share the best ideas from our readers right here on the blog.

Here’s what it all boils down to: at the end of the day, your opinions are what matters. The College Hunks brand isn’t growing because of what I do every day, but because of your support, your interaction, your appreciation and your willingness to recommend our business to others. It seems like a lot of companies these days have forgotten that their brand is created by their clients, but I believe that the voice of our clients should count above all else.

So, remember, check us out next week for the next post in the series, and in the meantime, let us HUNKS know what we could do to “WOW” you.

If you want to enter the College Hunks “WOW” contest for a chance to win a $100 College Hunks gift card, click here to check it out.

If you’d like a College Hunks team in your area to help you out with your junk removal or moving needs, click here to check out our website.

Auman, the first College Hunks franchisee to qualify for a VetFran discount, is making HUNKS everywhere proud by lending a helping hand to a great cause. This past New Years Eve, Auman’s Greensboro, NC team went to their local Goodwill site on Battleground Avenue to volunteer their muscles for the year-end donation rush.

As a long line of donors streamed steadily through Goodwill’s donation drop-off zone, the Greensboro HUNKS were on hand to unload the donations and help speed up the process. Check out the news footage below from News 14 Carolina!

For more information on Anthony Auman and his new franchise, click here.

To have a College Hunks team like Anthony’s help you out with a donation pickup in your area, click here.

Image courtesy of Ambro / Freedigitalphotos.net

If you know anything about College Hunks, you know that we’re committed to helping you live the stress-free life.  What you might not know, though, is that our commitment goes further than just providing great services.  At College Hunks, we want to make sure that you stay stress-free all the time.  To do that, we’ve come up with a list of practical, stress-blocking exercises to help you stay calm all year long, no matter the situation. Enjoy!

Take a deep breathe. This one seems simple, but it’s surprisingly effective.  When things start to go wrong or you begin to get upset, try taking a few deep breathes. The increased oxygen flow to your brain will create a soothing sensation in your mind. Plus, this can be done anywhere at any time (unless you’re swimming underwater).

Stretch out. You don’t necessarily have to limber up for a triathlon, but try reaching up and back for a few seconds or gently rocking your head from side to side.  This will increase the blood flow throughout your torso, neck and head which, in turn, will help you think more clearly about whatever situation you’re in.

Drink water. This exercise has two benefits.  First, you’re able to think more clearly when you’re properly hydrated. Second, if you’re at work and feeling overwhelmed, a trip to the water cooler can help you step back from all the chaos so you can mentally regain control.

Think “big picture.” Often times, our day-to-day stress comes from a million little things rather than one big problem. When something happens and you feel as though you’re about to get worked up over it, try to think of the broad topic that covers that problem.  For example, if you’re upset about something at work, try to think about your job as a whole, including the parts of the job that you like. Or, you could think even broader than that, and think about life in general. Why are you working in the first place? To support a family? Then, think about them and the happiness that comes with having them in your life. When you put your problems into perspective, you’ll see that the day-to-day stressors seem much less significant.

If you’ve been searching for a stress-free way to cut down on the clutter in 2012, College Hunks has found your answer: The Clutter Diet.

The Clutter Diet is an online resource for any organizational need you might have. The Clutter Diet will set you up for success. Here’s how:

The diet itself will give you a “menu” of weekly organizing projects to help you whip your home into shape quicker than a montage from one of the “Rocky” movies.  Plus, you’ll have access to multimedia tutorials, articles, and hours of audio content. Basically, you’ll have more tools to work with than a carpenter.  The best tool that we’ve found on their site, though, is the support system.

Like anything in life, we all need help from time to time, especially when it comes to a diet of any kind.  The Clutter Diet is no different in that regard. What sets this diet apart from a food diet, though, is that you actually have that help at your fingertips whenever you need it.  On their website, The Clutter Diet offers a team of certified professional organizers ready to help you stay focused and follow through. Consider them your personal dietitians to consult with whenever you want.

If you’re thinking about trying The Clutter Diet, the timing couldn’t be better. Right now, The Clutter Diet has an awesome January sale ending on the 16th where you can join for FREE for 14 days. Plus, you can save 25% on an annual membership. (Click here to check it out.) Combine that offer with a stress-free College Hunks service and you’ll be a lean, mean, clutter-free machine!

Remember the sale ends on January 16th, so you may as well not delay. Get started today!