In this episode, host Steven Bunker speaks with Ellis, President of Black Tie Moving, about building a customer-centric moving company and scaling through culture, leadership, and innovation. The conversation centers on creating a premium service experience, aligning teams with purpose, and leveraging AI to enhance operations and customer satisfaction.

What You’ll Learn

• How a negative customer experience inspired the creation of a premium, “white glove” moving service
• Why strong culture and clearly defined standard operating procedures are foundational to scaling a service business
• The importance of hiring, training, and aligning employees around both personal and organizational goals
• How community involvement and partnerships drive sustainable growth and brand trust
• What to look for in franchise leaders, combining executive mindset with hands-on execution
• How AI can improve customer experience through faster response times, communication, and operational efficiency
• Why expanding services beyond core offerings can unlock new revenue streams and deepen customer relationships
• How staying connected to frontline employees and customers leads to better decision-making and retention

Ellis emphasizes that business success ultimately comes down to people—hiring the right individuals, developing them intentionally, and staying closely connected to both employees and customers. By combining strong culture, operational discipline, and emerging technologies like AI, leaders can create seamless customer experiences while building resilient, scalable organizations. The episode highlights the power of being present, listening actively, and continuously evolving to meet customer needs.

To learn more about Ellis and their work, visit blacktimemoving.com