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 Day. Below is the abridged transcript of the questions and the responses.
Q1 - How can a crew reduce a customer's stress on the day of the move?
xpressmovers Q1: The moving crew is the one that represents the company during the move, so YES it's their priority to reduce the stress
PortageCartage Our crews are great at joking around with the customer, while remaining professional. Humour always helps.
HolmanMoving I think its comes down to communication on timing and a great crew that can explain the process and engage with the customer.
MovePoint Going above and beyond what is expected will help alleviate stress for the customer
HolmanMoving It's also important to ask about fragile items, protect the floors to show the customer that you care about their things.
PortageCartage Agreed - make sure they understand what the day will look like, especially if it's the first time using a mover.
xpressmovers It is important that the everyone on the team shows effort in what they do no matter what the circumstances are.
PortageCartage We had one elderly customer who commented on the crew: "I enjoyed watching their youthful exuberance." Having fun matters!
HolmanMoving I think the move coordinator should discuss tipping prior to moving day. That's stressful for a lot of people (myself included).
PortageCartage Good point on tipping. It's a rarely used service, so the protocols aren't as well known.
HolmanMoving Agreed. It causes people a lot of angst. We get a lot of questions about it.
Q2 - What can customers do to make sure everything goes well on the day itself?
RELORoundtable Ask the customer what their expectations are at the start of the move and then fulfill them. Walk the talk!
xpressmovers Q2: Customers should be cooperative during the move and let the moving crew do their job to avoid stressful situations
RELORoundtable Customer should meet w/crew chief privately at start to ask questions, express concerns, outline personal objectives for move.
HolmanMoving To that end, its important that the crew chief formally introduce the WHOLE crew to the customer.
movinggal Q2. Packing the things you are taking with you ahead of time really helps because u are not in the way of the crew.
PortageCartage Clear the snow off any outdoor items ahead of time.
HolmanMoving They should be organized and pack a box of necessities that they keep on hand, removed from boxes going on truck.Label everything.
PortageCartage During the summer months, our crews always appreciate lots of water or lemonade handy. No beers please! :)
RELORoundtable I always suggest the driver explain what the processes are in loading and unloading.
RELORoundtable That helps direct an inexperienced or anxious customer's expectations and give both parties the opportunity to discuss problems.
HolmanMoving Pizza is a nice touch too for customers who feel extra generous.
RELORoundtable During the summer, most crews are grateful just for a cold drink and minute to catch their breath without being criticized.
movinggal Q2 We always get our crew food on the 1st day. It is a win win because they eat quickly & are always grateful
movinggal Q2 Crating a pet or having him or her in a back yard helps prevent them from escaping when the crew is working.
HolmanMoving So true. It's also for the pets protection. They can get hurt running under foot.
Maritime_Moving Same with kids....not to crate them of course, but to have someone else look after them for the day.
movinggal So true. We have done both had someone watch them and had them around. Having them around is a challenge.
PortageCartage LOL! If you don't crate the kids, at least put them on leashes.
HolmanMoving Awww man, not the kids leashes. That's terrible.
RELORoundtable "That's terrible." This from someone with NO kids ;-)
HolmanMoving Guilty as charged. No kids. But I'm considering a dog. That's a big step for me!
LocateLance Leashes are better for dogs - you'll do fine.
HolmanMoving Hehehe. Here's hopin'
RELORoundtable I used to take a spare wardrobe box and make a 'fort' for the kids to play in. Acted just like a crate for the toddlers.
RELORoundtable Covered the wardrobe with pads at both ends and they'd play hide-n-seek as we worked throughout the house.
PortageCartage That's brilliant!
HolmanMoving I used to love playing in the boxes...and the bubble wrap. Drove my grandfather crazy! Ha!
movinggal That is a great idea! We have had the kids play with boxes and they loved it- anything to keep them occupied.
HolmanMoving Great idea.
Q3 - What should a customer expect in terms of protection of the floors and household items?
movinggal Q3 The customer has to discuss this ahead of time with the mover. Have them lay boxes on hard woods to protect the surface.
QMMAllied A3: Cust should expect blankets, floor runners, bannister protection to name a couple items of protection.
HolmanMoving We are very thorough. We cover the entire floor with cardboard and moving pads (taped down of course).
PortageCartage Do you use floor runners, or is that a Canadian invention?
HolmanMoving Depends. When I moved they used cardboard and pads. Wrapped all banisters in pads too.
movinggal Q3 I have also had movers put plastic wrap on the carpet which also helps protect it.
RELORoundtable That's something that should be discussed between driver and shipper when crew is unloading equipment at start of move.
movinggal Q3 There are just some things that will happen like scraped walls from tight corners. Magic Eraser works really well on those.
RELORoundtable Some shippers are reluctant to have tape applied to any surface because of previous bad experiences.
HolmanMoving Tape from box to box, blue tape on wood with permission, of course.
LocateLance Q3-enough to not nick, ding, scratch, cut, gouge, chip, dent, and otherwise damage the home and property
PortageCartage We wrap wood furniture in thick pads and secure the pads with tape. A bit more awkward to carry, but much easier on the walls.
HolmanMoving Same.
RELORoundtable Sometimes sweaty hands and stretch wrap don't mix. Depends on the piece of furniture, and crew experience.
movinggal True. Experienced crew makes a world of difference.
Maritime_Moving A3: Floor runners at a minimum should be standard on every move.
xpressmovers We don't use tape of any kind directly to furniture or appliances. It damages no matter what tape you use. Pads before tape always
MovePoint Agree
HolmanMoving xpressmovers Absolutely, no tape on furniture ever.
movinggal Q3 Making sure your 3rd party contractors show up to crate and disconnect is also so important.
RELORoundtable LocateLance, you've really done a excellent job developing the topics at your blog. Very customer friendly!
LocateLance RELORoundtable wow! Thank you. Hope I'm able to keep up the stamina http://www.mymovingnews.com
KingsTransfer What about the old tape to tape, sticky side out trick?
xpressmovers KingsTransfer Nope. It's something we avoid at all cost. Long term storage moves show exactly what I'm talking about.
PCHousing Q3 Make sure to hire moving contractors that you can TRUST. Referrals frm friends, online reviews can help in making the rt choice
And lastly, Q4 - If something is broken or damaged on moving day, what should the customer do?
Maritime_Moving A4 Contact their booking agent or salesperson immediately.
PCHousing Q4 Document all that you can. Cell phone cameras make this so easy. Don't let emotions get the best of you. Communicate calmly
xpressmovers We hope nothing gets damaged :) In case it does, customer is presented with Claim form from the foreman.
HolmanMoving Take a deep breathe. Assess the damage and call the move coordinator to determine next steps for claims. Pictures help.
PortageCartage Don't panic. Document the damage on the paperwork. Talk to your salesperson or ask for the co's claims dept.
movinggal Q4 Take photos and document the damage in order to make a claim.
PortageCartage Reputable movers will want to make sure any problems are corrected, as our reputations are on the line.
KingsTransfer If you with a reputable company, there should be no issue. A photo and and email will probably do. AVL has online forms.
PortageCartage That pretty much wraps it up for this hour folks. Thanks for the great turnout! See you next week to discuss 'After The Move.'
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