Q1 - Once the truck pulls away, what work still needs to be done to ensure the move ends well?
movinggal I think from the customer's perspective, good follow up is greatly appreciated.
xpressmovers Plentry of work needs to be done after load is on the truck. Weight, schedule delivery, follow up with the customer and etc.
movinggal Q1 Making sure that any damage claims are addressed in a timely matter also helps with the closeout for the customer.
PortageCartage One of the most common needs is to pick up used packing paper & boxes a few days later.
xpressmovers Oh, I'm sorry I got the question wrong :)
PortageCartage @xpressmovers That's a good point though. The truck DOES leave twice. :)
MovePoint If some of the move is going to storage , that needs to be coordinated
movinggal Important for moving co to understand that cust may be so inundated w/ the tasks ahead that you may need to help w/ follow up.
xpressmovers A1: Follow up few days after the move is done to make sure all tasks are completed by the crew. Customers love to feel special.
PortageCartage @movinggal Great point!
Q2 - What are some common problems a customer might encounter after a move?
Maritime_Moving May find damage and assume its move related although it might not be.
movinggal Q2 Some common problems are damaged items, storing paper & boxes for pick up. Getting the unpacking completed.
PortageCartage There can be disputes on the final cost of the move, if it involved more work than estimated.
movinggal RT @PortageCartage: There can be disputes on the final cost of the move, if it involved more work than estimated.
movinggal Q2 Lost items can be a challenge for both the customer & mover. It is hard to settle on an item when it is not available.
PortageCartage It's not unheard of to have complaints about crew behaviour, especially if it was a hard day.
Q3 - If these problems can be anticipated, what are some ways to prevent or minimize them?
xpressmovers Q3: Answer is communication. Without it you're lost and troubles are to be expected at every level.
MovePoint good communication
PortageCartage RT @xpressmovers: Q3: Answer is communication. Without it you're lost and troubles are to be expected at every level.
xpressmovers Every moving company must be prepared for the worst at all times.
PortageCartage As a customer, protect yourself from unexpected costs by understanding the terms of the estimate. Ask lots of questions b4 u buy!
PortageCartage The same goes for your claims coverage. Make sure you know what you're paying for.
PortageCartage If you have a big move, you'll have a lot of boxes - find out if your city recycling pickup allows for that many.
xpressmovers That's all ideal scenarios. Customers always fall for the cheap choices and always try to get the best out of everything for free.
xpressmovers @PortageCartage I love the way United offers coverage options to their customers in the online estimating tool.
Maritime_Moving RT @xpressmovers: Q3: Answer is communication. Without it youre lost and troubles are to be expected at every level.
Q4 - Why should a mover be proactive with its post-move follow up?
Maritime_Moving A4 Again...communication! If you're proactive, you can nip a problem in the bud before it becomes a disaster.
PortageCartage If we can jump on a problem when it's fresh, it's much easier to resolve.
xpressmovers RT @PortageCartage: If we can jump on a problem when its fresh, its much easier to resolve.
PortageCartage We also earn a lot of customer loyalty if they know they don't have to hunt us down to get something resolved.
Maritime_Moving RT @PortageCartage: We also earn a lot of customer loyalty if they know they don't have to hunt us down to get something resolved.
MovePoint RT @PortageCartage: If we can jump on a problem when its fresh, its much easier to resolve.
PortageCartage That's all we've got lined up for questions today. Any other thoughts or questions?
xpressmovers Constant communication with your customers leads to easier resolution to problems.
Next week's topic will be 'Using Social Media.' We'll define social media, then ask why the moving industry is so far behind others in adopting social media, how they themselves are using it, how they developed a social media strategy (if they did), and what benefits they've seen since they implemented it.
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