#Movechat Digest: Packing Services

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 Packing Services.  Below is the abridged transcript of the questions and the responses.

Q1 - What are the pros and cons to a customer having the movers pack the boxes?

ScottClendaniel A1- Can be VERY expensive, and packers tend to separate items by accident, and do weird things like pack trash. 
HolmanMoving A major benefit of having movers pack is time saving. Also, a good mover will pack items very well, preventing breakage. 
ScottClendaniel Is the old rule of thumb that packing services add about 40% to the price of a move still valid? 
PortageCartage @ScottClendaniel We'd agree - a full pack & unpack job adds about 40% to the move cost. Many people love it though. 
PortageCartage Cons: Like Scott said, packing is $$$. It can be hard to find things afterwards if you don't know what boxes they were put in. 
ScottClendaniel One additional advantage is that they inventory all the boxes for you so you have some idea of which box holds what. 
PortageCartage Pros: The packers are liable for damage to packed items, and you'll probably have less damage if it's done by professionals. 
ScottClendaniel *Inventorying- At least on a room level, not on an item level. 
HolmanMoving Excellent reason to hire pros. RT @PortageCartage: Pros: Packers are liable for damage to packed items. 
HolmanMoving When I (Paige) moved, I packed a lot of stuff myself, but left dishes, glasses and fragile items to the pros. Saved me some $. 
ScottClendaniel Even better, if you can afford it, is to have the movers unpack. Makes the move MUCH less stressful.
HolmanMoving @ScottClendaniel Unpacking is the WORST. Haha. 
ScottClendaniel @PortageCartage- Definitely worth it if you have the money. Does packing and unpacking cost much more than just packing? 
PortageCartage @ScottClendaniel Yes - if you unpack yourself, you can save about 30%-40% in packing charges. 

Q2 - What does a typical pack job NOT include?


ScottClendaniel Q2- Well, the standard list of things you can't transport, such as living things, flammables, firearms, explosives, etc. 
PortageCartage We won't pack liquids either, as the risk of leaking onto the rest of the load is too great.
HolmanMoving Or food that can gobad. RT @PortageCartage: Wont pack liquids, as the risk of leaking onto the rest of the load is too great. 
PortageCartage Another common misconception is that the unpackers will put every glass, fork, towel, knickknack etc where the cust wants it.
HolmanMoving @PortageCartage There are executive services that will do that, but it's atypical and expensive. 
ScottClendaniel @PortageCartage. Well that's no fun! At least they take the empty boxes and packing materials away. =) 
PortageCartage Unpacking means that we'll put items on a flat surface like a table or countertop. Most customers prefer this anyway. 

Q3 - What's better: new or used packing materials? Why?


PortageCartage I'm going to go out on a limb and say that used packing tape is NOT the way to go. 
HolmanMoving Haha! Agreed. RT @QMMAllied: RT @PortageCartage: Im going to go out on a limb and say that used packing tape is NOT the way to go. 
HolmanMoving Boxes can certainly be re-used if they are in good condition. It's better because it greener. We offer free used boxes. 
QMMAllied A3: Used boxes are alright as long as they are moving boxes in good condition. Used liquor store boxes, etc are not recommended.
ScottClendaniel (1 of 3) I am going to disagree, slightly. Used grocery boxes are usually not good (dirty, flimsy), but used liquor store boxes
ScottClendaniel (2 of 3) can be good, especially the ones with dividers. Used boxes from bookstores and libraries tend to be very sturdy and in.. 
ScottClendaniel (3 of 3) good condition, and used copy paper boxes are AWESOME! (sturdy, have lids and handles, tend to be very clean) 
PortageCartage @HolmanMoving We too offer free used boxes for customers, and can sell them at a discounted rate to the general public. 
HolmanMoving @PortageCartage I think its a good program. Hate to see all those boxes go to waste. 
MovePoint some companies have a buy- back program fro used moving boxes 
HolmanMoving Not sure I would re-use bubble wrap either... 
PortageCartage That depends on whether or not my kids got to it first. RT @HolmanMoving: Not sure I would re-use bubble wrap either... 
HolmanMoving @PortageCartage Not just for kids! Great stress reliever ;-) 
PortageCartage http://www.virtual-bubblewrap.com/bubble-wrap.swf RT @HolmanMoving: @PortageCartage Not just for kids! Great stress reliever ;-) 
HolmanMoving I love this! Virtual bubble wrap de-stressor. RT @PortageCartage: http://www.virtual-bubblewrap.com/bubble-wrap.swf 
PortageCartage What about packing paper? If it's wrinkled but still clean, can it be re-used instead of recycled? 
QMMAllied @PortageCartage I think so, it works really well as crush too 
HolmanMoving I agree. RT @QMMAllied: @PortageCartage I think so, it works really well as crush too 
ScottClendaniel oh dear. (1 of 3) I'll disagree, slightly. Used grocery store boxes are bad (dirty, flimsy) but liquor store boxes... 


Q4 - URL dropping time: Do you have any packing tips videos or articles to share?


PortageCartage We really like the Mayflower packing tips series: http://www.youtube.com/user/MayflowerMoving 
ScottClendaniel Well, since you asked.... 
HolmanMoving We have our packing guide online here: http://www.holmanmoving.com/packing-guide.aspx Would love to hear some random tips though! 
ScottClendaniel Packing tips: http://www.movers-edge.com/Packing-Tips-s/1.htm
PortageCartage Here's a freebie: pack your individually-wrapped plates on their sides instead of horizontally. 
HolmanMoving Good one. Books too. RT @PortageCartage: Pack your individually-wrapped plates on their sides instead of horizontally. 
QMMAllied We have a solid resource section here: http://www.qmm.com/packing-guide.aspx. 
QMMAllied Can also check out @alliedvl as they have a robust resource section: http://www.alliedvanlines.ca/moving-tips/moving-tips.aspx 
QMMAllied One tip customers need to remember: pack boxes to the top of the box or cut it down! If not, can lead to loss of box structure 
ScottClendaniel Ultimate Moving Boxes Guide:http://www.movers-edge.com/Moving-Boxes-Guide-s/36.htm
ScottClendaniel Thanks for all the great links and resources, guys!!! 

Next week's topic is Moving Day! Join us to learn tips from the pros and pose any questions you have.

#Movechat Digest: Admin vs Sales vs Ops

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 Admin vs Sales vs Ops.  Below is the abridged transcript of the questions and the responses.


Q1 - For a mover, what specific internal problems can happen between when a move is booked and when it happens?


HolmanMoving Summertime or the rest of the year ;-)
PortageCartage @HolmanMoving Heh - it's all fair game.
HolmanMoving I think the most common thing would be a change in truck availability, although we've weathered that pretty well here.
BekinsVanLines Miscommunication or lack of communication between people involved and w/customer
PortageCartage Our dispatch and sales offices are in different locations. Getting info to the right person on time can be tough.
HolmanMoving Ops and customer service sit next to each other here, which helps us mitigate micommunications.
PortageCartage That's smart. @HolmanMoving: Ops and customer service sit next to each other here, which helps us mitigate micommunications.
movertim How about if the sales dept passes a file to ops and someone forgets to put the info in the log book
movertim In my office sales and customer service are close by
HolmanMoving @movertim Then I guess that person would be in a little bit a trouble no?
PortageCartage Is it better to have Sales & Ops in the same facility, or does it sometimes makes sense to keep them apart?
movertim @PortageCartage ops need to be segregated from regular population
movertim Worked in a company where ops and sales were close, not a good mix
PortageCartage @movertim What problems did the closeness cause?
HolmanMoving I would assume some conflict :-) RT @movertim: Worked in a company where ops and sales were close, not a good mix
movertim @HolmanMoving @movertim noise and conflict at a high,
HolmanMoving @movertim I can imagine. They are two very VERY different jobs that require two very different skills sets and personalities.
movertim @HolmanMoving @movertim I roger that


Q2 - How can these internal issues affect customers?


movertim @PortageCartage Internal issues can cuase shortfalls in customer svc
HolmanMoving RT @movertim: @PortageCartage Internal issues can cause shortfalls in customer svc
BekinsVanLines If staff members don't understand importance of follow through , a ball gets dropped and the customer 's experience is affected.
PortageCartage A big source of issues between depts is bad communication. If crew doesn't know there's a piano, that could be a big problem.
movinggal Lack of coordination and reliable third party contractors can really affect customer service.
HolmanMoving Good point. RT @movinggal: Lack of coordination and reliable third party contractors can really affect customer service.
movertim it would almost seem that no matter what it always ends up as a customer service issue
MovePoint Agree RT @movinggal: Lack of coordination and reliable third party contractors can really affect customer service.
PortageCartage Gotta learn from them too. RT @movertim: it would almost seem that no matter what it always ends up as a customer service issue
movertim @BekinsVanLines then there is the follow up, post move
PortageCartage @BekinsVanLines That's what the amateurs do. We're all pros here and I hope we all know better.
BekinsVanLines I agree but sometimes things don't get communicated


Q3 - How do you streamline communication between your departments?


movertim @BekinsVanLines In a perfect world all goes to plan, but in our world thigs do happen
movertim @PortageCartage cut out paper, Go Green use e-mail
HolmanMoving Amen to that! Moving is tough biz. RT @movertim @BekinsVanLines In perfect world all goes to plan, but in our world things happen
PortageCartage Our work orders are transmitted electronically between Sales & Dispatch, and each w/o has a dedicated notepad for recording info.


Q4 - What can our customers do to ensure they are protected from these possible problems?


movertim @PortageCartage Pick the right company for the job
movinggal Customers can get a reliable contact that they can follow up with. Often times the squeaky wheel gets greased.
PortageCartage We call the day b4 the move, but if the customer hasn't heard from anybody by then, it's wise to phone/email for confirmation.

Next week's topic will be Packing Services.  Tune in if you want to know more!

#Movechat Digest: International Moving

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 International Moving.  Below is the abridged transcript of the questions and the responses.



Q1 - How is moving internationally different from moving within the same country?


movinggal There are so many more things to consider in an international move as opposed to an international move.  
movinggal I think a move between the US and Canada is pretty seamless. However a move to the UK is not. Many more steps in the process.  

PortageCartage  @movinggal We'll save US/Canada moves for another chat, but you're right, they are much simpler than int'l.  

PortageCartage Obviously one of the big differences is border customs & foreign country regs.  
movinggal When we moved to the UK, I remember all of the extra steps involved and how more organized I had to be.  
PortageCartage Overseas moves are much more expensive too.  
movinggal Another thing to consider is short-term and long-term storage. You may not want to bring all of your things with you.  
PortageCartage We also don't control as much of the move, since we rely on steamship lines & foreign movers to handle other parts of the move.  
HolmanMoving Main diff is understanding border regs and custom control. We can make it pretty seamless with UTS, but more ppl always involved.  
QMMAllied I agree with @PortageCartage, different custom regs for each country means a much more complicated process/learning curve  
movinggal International moves take much longer. You will not receive your goods as quickly because of the shipping and extra steps involved.  
PortageCartage @movinggal Good point!  
PortageCartage I should mention I've also got Doris from our company here with me - she's our int'l guru.  
QMMAllied  As with @PortageCartage, I'll be retaining Francis, our int'l Yoda, for some answers. :)  


Q2 - What are some things that can go wrong when shipping internationally?


PortageCartage For example - rough seas can damage goods if they were not packed in the containers well.  
QMMAllied Unexpected costs such as fines, inspection fees, quarantine fees, etc. Our job is to make them aware of these beforehand  
HolmanMoving Border control can slow things down, which can lead to additional fees and delayed delivery.  
PortageCartage Demurrage/storage charges can apply if the shipment is held for inspection by customs.  
movinggal A big problem is declarations and customs. Need to make sure customer understands what is allowed in the country.  
PortageCartage In rare cases, a freighter captain can choose to dump containers overboard if the ship is in danger. GET INSURANCE!  
AMSAProMover Make sure the carrier in UK/England is a member of BAR or similar trade Asociation  otherwise who do U call if challenges arise? 
MovePoint customs  
QMMAllied Make sure the inventories are properly labeled!  
HolmanMoving Absolutely. Our international yoda/guru is diligent bout education. RT @movinggal Make sure cust. know what is allowed in country.  
PortageCartage Yes - and avoid domestic jargon like "PBO" - doesn't translate. RT @QMMAllied: A2: Make sure the inventories are properly labeled!  
AMSAProMover @AMSAProMover we field consumer complaint calls everyday and help where we can. Do your research!  
StephenPeeler @AMSAProMover we field consumer complaint calls everyday and help where we can. Do your research!  


Q3 - What resources do you rely on for import & export regulations?


HolmanMoving Ha! Our yoda! Our international expert is fantastic - he reads up on regulatory matters daily. News sources and gov. sites.  
QMMAllied Allied International (we're their Western Canadian agent) provides resources & an updated regs directory for all countries  
PortageCartage Like @HolmanMoving, we rely on @UniGroupUTS for their expertise. By the way, UTS - if you're able, come join the chat!  
PortageCartage @HolmanMoving How would your Yoda counsel a customer on importing fossils from Europe to North America?  
AMSAProMover @AMSAProMover, @FIDI and @IAM all have resources to assist consumers and movers w/International moves  Keyword International 
StephenPeeler @AMSAProMover, @FIDI and @IAM all have resources to assist consumers and movers w/International moves  Keyword International 
HolmanMoving @PortageCartage I would answer that if yoda was here but, alas, it's just me. Don't want to give bad info.  
movinggal Are there some countries that are really difficult to move to based on your experience?  
PortageCartage @movinggal Oh yes - Saudi Arabia, Australia (lumber regulations are nasty)...  
PortageCartage Lots in the Middle East & Africa are tough to ship to too.  
QMMAllied @movinggal Some South American countries can be tough too, with tough restrictions and high customs fees.  

HolmanMoving  @movinggal Yes, Nigeria is incredibly difficult. Intense custom regs that must be followed to a tee. Brazil is also tough.  

Q4 - What lessons have you learned about international moves? How do you educate your clients?


PortageCartage A key point is to have a detailed inventory in plain language. Checklists for the move process are vital too.  
movinggal I think the biggest thing I ever learned is to be flexible. It can be a moving target at times but it all works out in the end.  
movinggal The more the customer is organized and understands what is involved will make the move much easier.  
movinggal Helping educate the customer and providing them with some research materials or resources helps tremendously.  
HolmanMoving The biggest thing we've learned is to be crystal clear about what the shipper can and cannot take. Education is critical.  
QMMAllied Important to educate clients on transit time & risk of delays etc. Esp if going via groupage (if 1 is flagged, all are searched).  
AMSAProMover And pack patience! @movinggal: The more the customer is organized and understands what is involved will make the move much easier.  
StephenPeeler And pack patience! @movinggal: The more the customer is organized and understands what is involved will make the move much easier.  
PortageCartage A big challenge is when customers don't take seriously the regulations around importing & exporting.  

HolmanMoving  @PortageCartage So true. And sometimes, the mover has to be the bad guy to make sure they adhere to them. That's tough.  

PortageCartage @HolmanMoving Exactly.  


Next week's topic will be a doozie: Admin vs Sales vs Ops.

#Movechat Digest: Creating Repeat Business

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 Creating Repeat Business.  Below is the abridged transcript of the questions and the responses.

Q1 - How important is repeat business to your business, and to our industry?

RELORoundtable To put the discussion in the proper context, I think you need to define 'repeat' business.

PortageCartage @RELORoundtable Good point - repeat business means a customer who uses you at least once more after winning the first biz.

PortageCartage We'd have to consider both corporate accounts and individual clients as potential repeat customers.

movertim Repeat Biz very important, without your done

QMMAllied Repeat business is an integral part of our business and to the industry to stay successful and growing.

xpressmovers You can't have repeat biz, without great service. Every biz relies on repeat customers. Otherwise it will fail.

RELORoundtable National accounts and third parties are repeat business, but both types are shrinking as more co's use lump sum distributions.

QMMAllied Both consumer and corporate account relocations are important. Builds rep and brand awareness.

MyMovingReviews We are a little different from other businesses, but without people returing to our website, we would not be so sucessful.

movertim In my 11 years clients have followed me like I was the sheep herder

QMMAllied Obviously big reason it should be a high priority in our industry (or any industry) is the much lower cost of acquisition

RELORoundtable In today's global economy, more GenX&Yers are using same co. to move around the world as they follow their fast-track careers.

xpressmovers I think corporate accts and individuals are not much different. If you fail with your service, you will loose both.

PortageCartage That's a great observation. At the end of the day, it's a person you impact with your service, no matter who pays.

BekinsVanLines important to see a cust as a repeat cust possibility because their referral to another is a 2nd level of repeat biz.

RELORoundtable WOM referrals as so much easier and significantly more important in today social media martketplace

Q2 - How do you make a customer want to move with you over and over again?

BekinsVanLines - agree - we focus so much on the new cust but it's current/past customers who spread the word

BekinsVanLines both are important - new and current

PortageCartage So what are the ingredients in a good move that make the customer think of you 5 years later for the next one?

xpressmovers You can't make the customer come back if you haven't impressed him with your service.

BekinsVanLines exactly! So we look at it as - one last chance to right any wrongs - finish strong

QMMAllied Good follow up with the customer after the move such as thank you card, email checking in, etc.

MovePoint Agree 100%

RELORoundtable GREAT MOVE MANAGEMENT SERVICE!

MovePoint make an impression, help them relive stress by providing the absolute best & smoothest transition when moving their valuables

xpressmovers New customers are hard to get, existing are hard to keep!

PortageCartage I'd suggest the biggest thing that customers remember is happy workers. Price & damage matter, but don't stick in the memory.

PortageCartage Although if price & damage issues are left unresolved, they won't be forgotten. Like @BekinsVanLines said, finish strong!

QMMAllied Totally agree. Expectations need to be met & exceeded & they were left feeling warm and fuzzy from the experience.

BekinsVanLines I think people remember how they were treated -do we keep them informed, in touch, honest, there each step - eliminates probs

BekinsVanLines ppl in the biz assume a lot because we get it. Customer doesn't have all that knowledge - need a personal walk thru it all

QMMAllied Key pt!

BekinsVanLines have heard recordings of the first touch call to an office - can be a neg till the end if impressions are not strong from beg.

Q3 - Are customers loyal to the company, or to the people they dealt with there?

BekinsVanLines Wow good ? maybe they see us as one and the same....?

xpressmovers Both is true I'd say. I've seen cust to be loyal to the person that handled their move and ask for him when the new one comes.

PortageCartage As an example, when @movertim came on board here, he brought many clients with him from his past employers.

PortageCartage But on the other hand, we frequently have customers ask for the same moving crew they had before, regardless of salesrep.

xpressmovers That's true. We have many examples when people call us, please send specific guys for our next move.

PortageCartage This leads me to conclude that people connect with people, and if the company retains the right people it's a win/win.

QMMAllied Could it be a combo of indiv & comp loyalty? Depens on personality of cust? Some connect w/ brand, some w/ the front-line ppl

BekinsVanLines - of course good people doesn't mean bad service will be forgotten & the ppl making the lasting impression are anyone involved

PortageCartage That's right - it only takes a single bad experience with one person to lose a customer for life.

MovePoint IMO it should be seamless, the culture should run throughout the company

QMMAllied Like Vince Lombardi said: The achievements of an organization are the results of the combined effort of each individual.

Q4 - How do you track your customer relationships? Software? Rolodex? Cave paintings?

PortageCartage For us, it's a software solution, but I'm pretty sure the code was originally written as cave paintings.

movinggal Firm believer of electronic records.

xpressmovers In the 21st century tracking customers have never been easier. Software helps us stay organized on every level here.

QMMAllied CRM system is key to managing customers across departments

PortageCartage Are there any favorite CRM solutions out there? Ours is a proprietary one, written by our van line.

MovePoint Shameless plug our software is an amazing CRM

PortageCartage @MovePoint Very shameless! Well done! :)

xpressmovers There are quite a few options out there for the moving biz. It's a choice between price and features. We use MoverWorx + MS Office

PortageCartage Next week's topic will be "Moving Internationally. "