The “Franchisee Spotlight Q&A” series is a new feature on the Franchise Opportunities Blog custom built to provide aspiring franchise owners with an inside look into the stories and decisions that have fueled the success of other franchise owners…because it’s always great to hear from others who were once in your shoes!

Brooke Wilson joins us for today’s “Franchise Spotlight Q&A.”  Wilson, a female entrepreneur who co-owns and operates seven TWO MEN AND A TRUCK locations with her husband, Les Wilson. For the past decade, Wilson has traveled the world and worked hard with her husband to build a multi-million dollar moving empire, establishing Team Wilson as the most profitable multi-unit franchisee in the TWO MEN AND A TRUCK franchise system. When asked about the key catalysts for her success, she points to a commitment to employee retention, strategic partnerships, and community service (i.e. programs like the annual Movers for Mutts campaign hosted by their Durham location this year that raised more than $14,000 for a local animal shelter via Facebook promotions and in-person fundraisers). Here’s the rest of her story!

What’s your story? Why did you and your husband decide to buy in to TWO MEN AND A TRUCK as franchise owners? Les was a mover in college while attending the University of South Carolina. He was quickly promoted within the Columbia organization, and eventually decided that TWO MEN AND A TRUCK was fun – so he changed his major from pre-med to business with the intention of buying into the brand upon graduation. 

I dated Les while I was in college at USC. When I graduated, I began looking for a job in the Charlotte market (where he owned a franchise). While on the job hunt in the PR and Advertising field, I helped Les at his TWO MEN AND A TUCK franchise during the peak summer season. I needed income until I found a job in my career industry and he needed help. I quickly fell in love with the brand, the diversity in work, and the family atmosphere – and so I stopped looking for another job. We were having so much fun together and it’s proven to be a great decision.

Let’s talk role models. Who would you say is/are the mentor(s) most responsible for helping you succeed as a business owner? No question, my Mom. From an early age, my Mom instilled work ethic. Nothing comes free in life, you have to work hard for what you want. You have to give 100% to everything you do. Be your best, and your best will be recognized. You’re always on stage – you never know who is watching. Instead of providing me with an allowance, she instead withheld handouts and motivated me to work for “fun money.” I’ve had a job since I was legally able to work and I had to budget my earnings to ensure I could do the things I wanted – like go to movies with friends, live off campus in college, and join friends on spring break adventures. So many lessons I could share from my Mom and they’ve been instrumental in helping me succeed as a business owner.

What’s the biggest mistake most first-time franchise owners make when they open their first business?  Wow. I don’t know if there is one “biggest.” It’s all about making mistakes and learning from them. Franchise systems offer a lot of support and guidance in becoming a first time business owner. But, of course, every market/every business has its nuances. There are some things a corporate office can’t teach you. It’s these lessons that are sometimes learned the hard way. So, I guess failing to learn from your mistakes is the biggest mistake you could make!

What one thing would you do differently if you launched your first business all over again? I don’t know if I would do anything differently. If I had, the future would look different. I am where I am today because of the choices and decisions that I have made to date and I wouldn’t change a thing!  

Conversely, what was the one thing you did RIGHT that has been a key catalyst for your success? Focus on employee culture. Employees are the backbone of any business. Happy employees result in happy customers. A quality team of support will dictate the success of an organization and encourages future successes and growth. I have always managed in a communicative manner with fair, firm and consistent accountability. As a result, I have tenured staff in an industry that typically experiences high turnover. This has increased customer satisfaction and referral relationships, and has reduced costs associated with turnover, allowing me to dedicate more funds to retention tools and employee rewards.

What are 3 personality traits and 3 occupation-related skills you must possess to run a business effectively? Personality-wise, you must be organized, a strong communicator…and it helps to be likeable!  From an occupation perspective, you must be able to multi-task, recognize and appreciate strengths and weaknesses (in yourself and staff), and pay attention to detail.

Why is it so important for you to be so involved with the IFA and multiple trade shows, like the Franchise Action Network and Multi-Unit Franchising Conferences, on a personal level? It provides a broader perspective of the industry whole. We sometimes get so buried in the day-to-day management of our business that we lose peripheral perspective of what is going on in the world that effects small business. Through FAN, I have gained a better understanding of the politics of the industry, and have learned that I CAN have an impact. Networking – from both a business building and peer-to-peer aspect. I have learned from a lot of other franchisees that are not related to my industry or business. I have also gained new customers through these relationships. In addition, as I think about expanding my portfolio, I have opportunities to get an inside look into alternative brands from the perspective of the franchisor and their franchisees.   

What’s next for you? How do you plan to take your success to the next level? I’m currently working to fortify my executive level management team, so that I can step away a bit more and take a deeper look into the next steps. I am all about growth and security. I love a challenge, and am constantly looking for new avenues – whether it be developing new markets, new product/service lines, or new businesses. My mind goes a mile a minute. I have a ton of ideas on the agenda. A strong management team will allow me the time to fully investigate and strategize each of those concepts to determine which one (or more) makes the most sense in pursuing.

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