#Movechat Digest: Customer Service

Every Tuesday at 1PM Central Time, Portage Cartage moderates a Twitter-based "movechat" for movers and consumers looking for information on moving.  For today's chat, the topic was 'Customer Service.'  Below is the abridged transcript of the questions and the responses.  Consent to have tweets collected in this transcript is given by participation in the chat.

Q1 - How do you define good customer service?


GoodStuffMoving Just a reminder everyone that April 26 is Richter Scale Day and National Pretzel Day. Just...FYI.
xpressmovers A1: Good Customer service can't be defined with one word. It starts with communcation throught the whole service.
GoodStuffMoving Q1 - Putting the customer first. Remembering we are here for them, calming their fears, and providing a satisfactory experience.
xpressmovers GoodStuffMoving Then Happy Pretzel Day :)
GoodStuffMoving Q1 - I'd also say it's being available at all times for any questions. Hence, open channels of comm, social media, etc...
AllwrightMoving A1: Customer Service is showing that every person in the company cares, knows what is going on and is willing to make the effort
PortageCartage GoodStuffMoving If you drop a heavy pretzel, does it cause seismic waves?
MovePoint A1: Giveing the customer more than they expect
GoodStuffMoving PortageCartage No, it naturally absorbs the energy into its pillowy crusts. Then the salt becomes diamonds.
PortageCartage GoodStuffMoving Hah! That pretzel is #winning!
seamlessmoves A1: Agree with GoodStuffMoving AllwrightMoving & MovePoint, plus we keep in mind we are a SERVICE business.
myBekins Q1-Listening is also key to good customer servic
GoodStuffMoving Q1 - Could we also include setting appropriate customer expectations as part of good customer service?
PortageCartage In my experience, the key to good customer service is being proactive
myBekins Always better than reactive! RT PortageCartage: In my experience, the key to good customer service is being proactive.
movinggal Good customer service is what sets you apart from others
AllwrightMoving PortageCartage Being proactive stops the need to be reactive and shows our control of the situation, whatever that is...
PortageCartage myBekins Agreed! Nothing gives a customer more confidence in you than when you're ahead of the inevitable problems.
movinggal Tx. I think good customer service is going beyond expectations.
PortageCartage movinggal Interesting point. GoodStuffMoving brought up setting realistic expectations earlier too.

movinggal The best exp we had was when the guy came to gave an estimate gave my son a moving truck toy. He loved it and still plays w/it.

PortageCartage movinggal I thought that giving away toy trucks went out with the 50's. Nice to know it's still being done.
movinggal PortageCartage True. Like the toy exple. We didn't expect it but it made easier on my son because he was fixated on that toy.#movechat
GoodStuffMoving PortageCartage movinggal My grandpa used to give out John Deere tractor toys to everyone as a gift...nice to see movers do it
PCHousing Big part of good cust.service is accessibility. Things may not always go smooth, but being available to listen/help/explain is key
PortageCartage PCHousing Thanks for chiming in - great point!

Let's flip it around for Q2 - How do you define bad customer service?


AllwrightMoving A2: Bad customer service is easy to spot! It is not having ANY communication that actually deals with the situation at hand.
GoodStuffMoving Well said! RT AllwrightMoving: A2: Bad customer service is not having ANY comm that actually deals with the situation at hand.
movinggal Q2 I think the danger w/ bad service is that it is a lot harder to gain credibility once u lose it.
PortageCartage Bonus points to movinggal for her good service example. Anybody got bad service examples?
GoodStuffMoving Q2 - Not having specific answers to specific questions. Or any comm at all. Not being reachable.
seamlessmoves A2 Bad customer service includes "that's our company policy" and "we've always done it that way." (Yikes!)
movinggal Q2 I had a 3rd pty contractor call me something that rhymes with witch but starts with a b. That was the worse
PCHousing Bad cust.service can be defined a lot of ways. I agree w/ allwrightmoving though, communication breakdowns can be the downfall
AllwrightMoving Before I worked in the biz, a local company told me they did not have time to deal with me...
movinggal Q2 What surprised me was that all I was asking him to do was his job.
movinggal Q2 I have had movers sunbathing in my front yard because they did not want to wrap up fast & be sent on another job.
AllwrightMoving Whenever some one says "that's company policy" I assume that means the attitude not what they are telling me
MovePoint Q2: Doing what is easiest for the company way before whats best for the customer
movinggal Q2 I think making sure that your standard of customer service trickles down to all makes a big difference.
PortageCartage Simple things like not replying to VM/emails/tweets can be very destructive to your credibility.
myBekins Agreed. RT PortageCartage: Simple things like not replying to VM/emails/tweets can be very destructive to your credibility.
movinggal PortageCartage So very true. Your reputation online can be damaged if you do not keep up with it.
GoodStuffMoving Q2 - Let's also throw in continuing to rely entirely on outdated modes of communication, such as snail mail...
PortageCartage GoodStuffMoving Yes! Most dreaded phrase: "Can you fax that to me?"
GoodStuffMoving PortageCartage ugggghhhh
PortageCartage seamlessmoves GoodStuffMoving Although... the same people who request faxes today were often the early adopters of their day.

Q3 - Is the ability to provide good customer service a natural trait, or can it be learned?


GoodStuffMoving Q3 - I'd say good cs is a learned trait, but learned *when* is the key. It becomes natural if u can adapt to new ideas.
movinggal Q3 I am a firm believer that it can be learned. Some folks personalities are more predisposed to it but others can be trained.
AllwrightMoving A3 - It is a natural trait but seems to be easily developed with a person's confidence in the business.
myBekins Q3 -Good customer service can be learned b/c sometimes it's a matter of trial and error
KingsTransfer It's easy to train people in how to please a customer, but you can't make somebody care. Key is hiring people that care.
movinggal Q3 I think when training it needs to cascade and be put in terms that it reflects on them as well as the company.
PortageCartage I was a manager in a call center before I had this job. Met a few people who I think will NEVER know how to provide good c/s.
AllwrightMoving KingsTransfer I also think that if a person cares the customer knows! That is half of what customer service is, showing you care
movinggal PortageCartage Unfortunately, there are a few exceptions out there....
seamlessmoves Q3 It's also important to empower good c/s employees to help customers as the situation warrants. Witness @zappos and @AlaskaAir.
PortageCartage seamlessmoves Excellent point!
PortageCartage AllwrightMoving The reverse is true too - if the c/s rep truly doesn't care, that's impossible to hide.
KingsTransfer allwrightmoving Showing the customer that you care is the biggest part IMO. Has to be there whether things go right or wrong.
GoodStuffMoving PortageCartage call center is only job I've ever walked out on. 3rd party collections.
PortageCartage GoodStuffMoving Fortunately, I was in a strictly inbound cs & tech support call center. Completely different world than outbound.

Q4 What tools do you use to stay on top of your customer service issues?


GoodStuffMoving Q4 - For social media, Tweetdeck. For managing projects, Basecamp. Then lots of calendars and email apps for everything else..
PortageCartage We have a proprietary intranet page that allows scheduling of follow-up activities. I'd be lost without it.
myBekins Social media is a big tool for us to monitor certain customer service issues
AllwrightMoving A4 - For one a small office allows all of us to be on top of situations good and bad. We also watch our online reputation.
MovePoint Hootsuite, Google Alerts
myBekins AllwrightMoving that's a very good point. It's easier to keep communication open with a small office
PortageCartage We also make proactive (there's that word again) contact with clients through the move to ensure the cs dept catches issues.
PortageCartage myBekins AllwrightMoving It's important to develop a method that's scaleable for peak seasons and to handle biz growth.
AllwrightMoving It really boils back down to communication, whether it is internally or externally.
PortageCartage AllwrightMoving Yes, plus another habit I picked up in my call center days - rigorous note-taking. In case you get hit by a bus.
GoodStuffMoving Don't forget a good analytics package as well. It's always interesting to see how people find us...
AllwrightMoving PortageCartage Texting, emailing and instant msgs started during peak seasons because it made communication short, and sweet!
PortageCartage That about wraps it up for today. I'll post a transcript shortly. Thanks everybody for a really great discussion!
PortageCartage And remember - use the hashtag throughout the week if you see URLs worth sharing!

#Movechat Digest: Understanding Estimates

Every Tuesday at 1PM Central Time, Portage Cartage moderates a Twitter-based "movechat" for movers and consumers looking for information on moving.  For today's chat, the topic was 'Understanding Estimates.'  Below is the abridged transcript of the questions and the responses.


Q1: Why do reputable movers want to survey the home visually before giving an estimate?


xpressmovers A1:Simple answer: Every moving company with experience want to avoid unexpected situations.
HolmanMoving Since most movers charge by weight, an in-home survey is still the best way to get a close-to-accurate estimate.
seamlessmoves A1: In WA State, I believe it is required by law unless bidding hourly rate only.
HolmanMoving @seamlessmoves Really? That's great. 
Maritime_Moving  A1 Customers don't know how to estimate the weight of their shipment so it avoids nasty surprises for them and for us.
PortageCartage What do you tell people who ask for a quick ballpark figure over the phone?
HolmanMoving Well, we may be able to give a ballpark, but they have to understand that they won't have a final estimate until we do a survey.
xpressmovers @PortageCartage I love customers that wanna get their price in under 1min over the phone :)
HolmanMoving We really don't like to do that though, it's usually reserved for special cases.
Maritime_Moving  Customers also don't understand about shuttle services, stair carries, pianos, treadmills, 250 lb statues, etc
HolmanMoving @xpressmovers Seriously. Why would we ever want to be accurate about their prized possessions? ACK!
PortageCartage Is there such a thing as a 'typical home'?
HolmanMoving @PortageCartage Definitely not! :-)
xpressmovers @HolmanMoving Some people think moving is very simple thing and would not give us much information. We give them basic idea.
HolmanMoving @xpressmovers Agree. I spend half of my life online answering questions about this very issue.
PortageCartage In a nutshell, the visual survey helps us to understand how much stuff there is AND to be aware of any potential problems.
xpressmovers @HolmanMoving Life is a series of simple events, but it's not simple.

Q2: What information is essential on an estimate?

xpressmovers A2: Pickup/Delivery dates, flexibility, packing, special services, crating and etc. That's the very basic
HolmanMoving Yep, delivery spread is essential, especially in the summer. Binding v. Non-binding.
PortageCartage I hope it goes without saying that the estimate MUST be in writing before any consumer books a mover.
xpressmovers We don't give out non-binding estimates, people get confused and dragged into way too many technical terms.
seamlessmoves We sometimes have to remind clients to include off-site storage units in their survey if they are moving as well.
xpressmovers In the world of communication and technology everything must be signed before something is
PortageCartage It's important to understand any applicable legislation regarding what's required on estimates.
xpressmovers Oops... I couldn't finish my last tweet before I hit the update button...
xpressmovers Before a job is booked or something extra is added it must be supported by a signature authorizing it.
PortageCartage It's crucial that the factors which will determine the final price are detailed on the estimate.
movertim @PortageCartage anything you see should be on there, such as bulky items

Q3: What are some red flags consumers should watch for on estimates?

movertim  missing info, such as the piano in the parlour
xpressmovers A3: Low prices or phrases like "Don't worry, we'll take care of it for you"
movertim or how about all is based on actual"
PortageCartage Or the candlestick in the kitchen. :) RT @movertim: missing info, such as the piano in the parlour
HolmanMoving Definitely asking for a down payment or gratuity up front. Major red flag.
Maritime_Moving missing charges such as shuttle. Especially at origin when a survey has been done.
movertim I love the estimate that forgets to add any of the taxes
seamlessmoves A3: Two or three similar bids and one that is significantly lower. A bid too low has likely overlooked something.
movertim @seamlessmoves The low baller who says actual weight to apply as opposed to firm bids
movinggal I think a big red flag is the price. If it sounds to good to be true, do your extra homework. Chances are it is. 
xpressmovers @movinggal Unfortunately people fall for the low price. I have a fresh story from today. 
HolmanMoving A mover who basis an estimate on cubic feet instead of weight is a red flag.
movertim @HolmanMoving well now 2 schools here, on International all charges based on the cube
PortageCartage @HolmanMoving Interesting... why is cubic feet a red flag?
movertim if ya take the cube, you should be able to covert into lbs
xpressmovers @PortageCartage All movers must give estimates based on weight not cu.ft. It's a law.
HolmanMoving @PortageCartage How do you verify what's in the boxes taking up the space?
movertim @xpressmovers @PortageCartage it's a law where??
HolmanMoving @movertim There are two schools, you are right. But for most US domestic moves, weight is a better measurement.
xpressmovers As far as I know it's in the FMCSA Regulations and tariffs.
movertim @HolmanMoving @movertim weight is the norm, I agree I was playing the devil's advocate
movinggal @PortageCartage That is a shame. I guess we need to do a better job at getting the word out to potential customers.
PortageCartage @xpressmovers Don't get us wrong - we agree that it's better to use weight. It's just good to know why.
movertim The cube only really works well on International going overseas
HolmanMoving It's easier to manipulate cubic feet - why scam movers use it - than it is to manipulate weight (although nothing is perfect).
xpressmovers @PortageCartage I'll see where is I read it and post the article here. I know it's the law from few years at least.
Maritime_Moving @HolmanMoving @movertim  In Canada, moving prices are based on weight unless they go internationally excluding USA.

PortageCartage @Maritime_Moving @HolmanMoving @movertim All the more reason to know the laws that apply where you're moving to/from. 

Q4: Link dropping time: where can consumers turn for help understanding estimates?

movertim  To the honest sales person, that's who
PortageCartage A good resource in Canada: http://mover.net/consumers/index.htm
movertim I thinx in CANADA the CAM has a page for this
movinggal There are several resources online that can help. AMSA, BBB & Movingscams.com.
HolmanMoving I always suggest www.movingscam.com for customers that have questions about the legitamacy of their mover - and the estimate.
PortageCartage This is where @AMSAProMover should be chiming in with a link of their own... hint hint
movertim Bad movers are like terrorists, they should be hung, or jailed
xpressmovers  I agreee @AMSAProMover would tell us about weight/cu.ft. charges.
HolmanMoving I do not like MovingScam's endorsement policy, but I think the pros on board give good advice when they aren't self-promoting.
PortageCartage Another one of our favourites: http://www.moverescue.com/estimate.htm
xpressmovers @movertim Florida should ban all of the moving companies located there. This is where the scammers are.
movinggal I have also wrote a piece on how to avoid moving scams.  Here is the link to it. http://cot.ag/gDo4Z1
HolmanMoving Yep! I'm sure to their victims, they are terrorists. RT @movertim: Bad movers are like terrorists, they should be hung, or jailed
movertim @xpressmovers @movertim sure we chase them away and thay all go South
MovePoint Thanks for posting these great resources !
PortageCartage @movinggal Great post! Short & concise, with lots of further links to explore.
HolmanMoving I bet @reloroundtable has some thoughts on cubic feet v. weight... *nudge* ...
movinggal @PortageCartage Thanks.
HolmanMoving Here is our article on how to avoid a moving scam: http://www.holmanmoving.com/moving-guide/how-to-avoid-a-moving-scam.aspx

Next week's topic will be 'Customer Service.' That's a big issue and is sure to be a lively chat - join in!