What Makes Trash and Stash Different from Other Junk Removal Services?
1st Principle: Authenticity
We’re not a franchise and have no aspirations to be one. We’re local and independent. We started Trash and Stash to redefine the home services experience.
To begin with established models and then find opportunities for improvement. The aim is to give more attention and create better service experiences for our customers. Our service promise is to treat each job is if it’s our only job. Every time. This means undivided, priority attention.
2nd Principle: Involvement
We’re not fans of ceremony and have no patience for false morality. Community involvement or environmental responsibility needs to be real.
If it’s not part of our DNA and factored into how we do business, then we shouldn’t be doing it. Our drive to get involved should be for the purpose of doing something good. To do the right thing.
This takes effort. It means understanding what we can do to create meaningful impacts, coming up with processes to achieving those goals and then understanding how these processes affect the customer experience. This is difficult and dynamic. It’s why this is a different approach.
3rd Principle: Attention
Everything we do is in service to the customer. To give each and every customer our complete and undivided attention. And then, do that again for the next one. Every time.
Customer service is not about being perfect. It’s not about automation or efficiency. It’s about being sincerely grateful that a person chose us to solve this problem for them and then showing that gratitude in the form of respect and attention. It’s what we call, “shockingly human” customer experiences.
Is Being Different Enough?
No. It’s not. We need to be more than different. As Pat Flynn says, the key to becoming someone’s ultimate favorite is to “do the things others aren’t willing to do.” We can run our mouths about principles all day long. The test is what do these principles look like in action?
For us, this means extraordinary effort on the actual service we provide. Not a guy on our team wants to be outworked. And they feel a responsibility both to the customer and to their teammates to get the job done, right. This includes showing up to the job with a good attitude, proper preparation, respect for the clock and mastery of the skilled trade. It’s the confidence that not only will we get the job done… we’ll get the job done with a smile on our face.
It also means clear communication and well established expectations. We’re always working in stressful situations. Moving. Life changes. Loss. There are tons of emotions on just about every job. Our goal is to absorb the stress we can. To inspire confidence and relief. A lot of this is done by keeping open lines of communication with our customers before, during and even after the work is complete. To not leave anybody wondering about where we are or when we’ll show up. We need to make sure timelines, plans, scope of work and our capacities and capabilities are discussed and understood. And if something goes wrong, that we are honest, transparent and solution focused about what happens next.
We’re hired to solve junk, moving and storage problems. That’s what we do. If we scratch a little deeper though, it becomes clear that our job… the value we provide is something else entirely. Understanding this is what makes us more than different. Our job is to relieve anxiety and reduce feelings of overwhelm. To physically support life transition and to help our customers regain control of their homes and living spaces.
We’re not perfect people. We’re not a perfect company. But we care a lot. It means everything to us that our customers feel respected and heard. That they feel like our interactions were honest and sincere. That they feel valued and that they got good value from us. This is why we focus on the principles of authenticity, involvement and attention.
Sales and service is a relationship between people. A relationship we’d love to start with you. Reach out for a free estimate.