Every Tuesday at 1PM Central Time, Portage Cartage moderates a Twitter-based "movechat" for movers and consumers looking for information on moving. The topic of today's movechat was Moving For Seniors. Below is the abridged transcript of the questions and the responses.
Q1 - What portion of your business is for the 60+ crowd?
movertim I thinx gotta be around 30-35%
HolmanMoving Gosh, its hard to assign a specific percentage (cause I didn't do my homework) but I'd say a third or more in NY Metro.
PortageCartage Our own experience is much the same - about a third. It's sure to grow in coming years too.
xpressmovers I'd say 15-20% of our total business is from Senior citizens.
PortageCartage OK, but does the physical condition of a 30 yr old vs a 60 yr old play a part in the decision to hire a mover?
MattKincaid Thanks @PortageCartage! I would say that approximately 15-20% of our business is for the 60+ crowd.
movertim In some cases, but some of the younger ones have no time as they are working to keep up
PortageCartage Here's a follow up question: When a senior refers your company to another senior, is that more powerful than a GenY referral?
xpressmovers I think age is not the factor when it comes to make the decision to hire a mover
HolmanMoving But consequences of age are - younger folks may find a full service move expensive.
movertim Then it comes down to service as we have discussed in the past
movertim If we as movers do our job and educate and sell the move the right way $$$ do not make as a big a deal as some may think
Q2 - How is servicing seniors different than servicing younger people?
movertim with seniors I find you need to be more gentle and patient with them
HolmanMoving Absolutely.
xpressmovers More understanding and patience is required to get the move done right and according to the customer's requirements.
HolmanMoving Also, more sensitivity. They may not be moving because they want to - it could be a sad time.
movertim Seniors need to be treated with kit" gloves, treat them as your own family
MattKincaid The approach to managing seniors' expectations is much different that that of younger transferees.
PortageCartage At some point, a senior's move will be their last one. Everybody on staff has to be sensitive to that fact.
PortageCartage What about the "scam" factor? How do you demonstrate to seniors that you're not going to take advantage of them?
HolmanMoving Great question. Readily available information (in hard copy and online) and personal customer references.
movertim Take the dollar sign off your forehead, and be sincere show them you are different
xpressmovers Most senior citizens still use yellow books to find their movers. In most cases scam artists use the web to promote themselves.
PortageCartage Great insight!
xpressmovers I think there are not so many scams with senior moves as they prefer to use companies they've heard.
HolmanMoving True, but this is changing rapidly. Yellow books will be obsolete in 5 years.
movertim But there are dirty movers who use yellow page advertising
HolmanMoving Seniors do have better access to qualified word of mouth.
movertim that is very true
HolmanMoving I have serious issues with Yellow Page marketing tactics.
xpressmovers The experience seniors have from previous moves also helps them find the right choice for them, family can also help too.
PortageCartage Indeed - it's the way things were done before Web 2.0, and it still has big impact.
movertim social media thats the way of the present and future
xpressmovers We no longer get listed in Yellowpages, we find it very expensive way to attract customers.
PortageCartage Social media is a rising force, yes, but old fashioned word of mouth will be around for a long time yet.
HolmanMoving I think this is becoming more common. Good for you for making the change.
movertim yet we in the great white North still need that avenue of the yellow page ad
HolmanMoving Social media is word of mouth on steroids. They are one and the same :-)
PortageCartage It's a sheep in sheep's clothing.
xpressmovers Word of mouth will be the king forever.
Q3 - What can seniors do to make moving easier for themselves?
movertim Hire a reputable mover, and dont let family help
HolmanMoving Plan way ahead to reduce stress. Don't be stubborn about asking for help.
movertim Having a profesional pack heavy items
PortageCartage Barry in our office says that a senior move often involves downsizing. Make sure they understand their new space constraints.
PortageCartage And Richard here says he encourages seniors to let us do the hard work - packing picture cartons, for example.
movinggal Definitely planning ahead will help tremendously. Seeking out some volunteer org to help.
movertim Having the right mover and the proper advice will make things flow smooth
Q4 - What do you as a mover do to make moving easier for seniors?
TwinCityMoving Do you offer senior discounts via your tariff if applicable?
PortageCartage Senior discounts are important, yes.
movertim Give a clean and guaranteed estimate, send your #1 crew to handle the task
xpressmovers I personally take the time to meet them, find about their plans, expectations and guide them through out the whole process
movinggal I think making moving information packets in large print and taking the time to meet with them to go over expectations will help.
movertim Older folks are alot like kids, they need to be shown what is what but with a lot of respect
PortageCartage I would suggest that applies to anybody who doesn't know the moving industry, not just seniors.
movinggal As the baby boomers age, hit retirement & downsize, I foresee this as a large potential market to serve.
PortageCartage Great word there - "Serve."
movertim Most seniors have the funds ready for moving, besides when I move I will sell all and start fresh
movinggal Getting the service element right will make attempts at tapping into this market a success.
PortageCartage I recall one senior move where the crew unloaded the table & chairs first so the couple could sit to monitor the delivery.
movinggal A tiered approach, may help. You will serve seniors that are active & don't need much help & you will have some who are frail.
movinggal Having a way to work with family or friends who are helping a frail or a senior who needs help with affairs, would set you apart.
PortageCartage True! Often an adult child will help organize & execute the move. Got to be able to work with them well.
movertim But be carefull some family members have hidden agendas
PortageCartage Well that DONG you hear is the clock striking the hour. Thanks everybody for pitching in today!
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