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$10 Million in Moving the Customer Experience
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Company Stats
- Founded: 1881
- Revenue: $10 million+
- Employees: 40+
Episode Highlights
- ✅ E. E. Ward focuses on customer experience to differentiate itself in the competitive moving industry.
- ✅ The company has navigated economic challenges by sticking to its core business of household goods moving and office relocations.
- ✅ E. E. Ward's legacy as the oldest continuously operating Black-owned business in the U.S. is a key part of its branding and customer trust.
Episode Summary
In this episode, Brian Brooks, President of E. E. Ward Moving and Storage, discusses the company's rich history, growth strategies, and focus on customer experience. Founded in 1881, E. E. Ward has grown to generate over $10 million in annual revenue with a seasonal workforce of 40-45 employees. Brian highlights the company's commitment to providing a stress-free moving experience, emphasizing the importance of clear communication and reliability. He also shares lessons learned from diversifying during the 2008 mortgage crisis and the impact of maintaining focus on core competencies. The company’s historical significance as the oldest continuously operating Black-owned business in the U.S. adds a unique element to its branding and customer appeal.
Notable Questions We Asked
Q: How does E. E. Ward differentiate itself in the competitive moving industry?
A: We focus on customer experience, ensuring a stress-free move by maintaining clear communication and reliability throughout the process.
Q: What was the impact of the 2008 mortgage crisis on your business, and how did you navigate it?
A: The crisis hit us hard, and we mistakenly diversified into freight. We learned to stick to our core competencies, which helped us handle the challenges of COVID-19 more effectively.
Q: How does E. E. Ward's legacy as the oldest continuously operating Black-owned business impact your branding and customer relationships?
A: It adds credibility and reliability to our brand. Customers appreciate that we've been in business for 143 years and trust that we'll continue to be here.
Q: Can you explain the structure of your customer service approach?
A: Our process involves a salesperson, a move coordinator, and operations staff, all working in sync through our CRM system to ensure a smooth and well-coordinated move.
Q: What are the key lessons you've learned about sticking to your core business?
A: Focus on what you do best. Diversifying too quickly into unfamiliar areas can lead to costly mistakes. It's better to excel in a few things than to be mediocre in many.
Chapters:
00:00 Intro
00:08 Company Stats
01:13 Customer Experience Focus
03:38 1881 Strong: Legacy and Branding
04:48 Navigating Economic Challenges
07:17 Connect with E.E Ward
Listen on:
Add us on:
#MovingCompany #CustomerExperience #BusinessGrowth #Entrepreneurship #BlackOwnedBusiness #LegacyBusiness #ServiceIndustry #BusinessStrategy #CustomerService #Leadership
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