#Movechat Digest: Corporate Move Management

Every Tuesday at 1PM Central Time, Portage Cartage moderates a Twitter-based "movechat" for movers and consumers looking for information on moving.  For the most recent chat, the topic was "Corporate Move Management." Below is the abridged transcript of the questions and the responses.


Q1 - Should movers treat corporate transferees differently from other customers? Why or why not?


RELORoundtable Once upon a time there was a law that said you couldn't. Then deregulation took hold in the late 70's and it became common place. 
GoodStuffMoving ...I plead the fifth, momentarily. 
jkmoving A1: You'd hope that a #mover ould treat ALL customers the same (like royalty!), however, corp transferees may get pref treatement. 
jkmoving Ha, now that's no good ... ;-) RT @goodstuffmoving: ...I plead the fifth, momentarily.  
RELORoundtable Repeat business is often rewarded with preferential treatment. However deep discounting and freebies have eroded the value. 
PortageCartage That's #movechat for ya - hard hitting questions. RT @GoodStuffMoving: ...I plead the fifth, momentarily. 
HolmanMoving Good movers will want to give all customers a good move and usually do. however, economics requires that repeat biz is nurtured. 
GoodStuffMoving @RELORoundtable It's become sort of a level field nowadays, hasn't it? 
HolmanMoving It's heading that way I think. RT @GoodStuffMoving: @RELORoundtable Its become sort of a level field nowadays, hasnt it? 
RELORoundtable Actually many companies are now handling their corporate relo programs thru lump sum distributions. The transferee is now COD. 
PortageCartage @RELORoundtable Yep, we're seeing that more and more. 
RELORoundtable Problem is that industry is handling transferees corporate expectations with COD quality standards.  


Q2 - What are some of the challenges unique to corporate moves?


GoodStuffMoving Q2 - Rare, but consolidation of multiple offices into one can often be a hurdle w/o good communications. 
jkmoving A2: the employee move dates are typically NOT flexible!
LHFAUTO Quality of third party services rendered very important. Don't want outsiders ruining your hard-gained momentum with an account. 
PortageCartage @LHFAUTO Amen to that! Movers definitely have to have partners they can trust for corporate moves. 
PortageCartage Even aside from 3rd party issues, ANY problems on the move affect more than just the person moving. 
PortageCartage @LHFAUTO As a 3rd party provider, do you find that you've been informed when you're doing work for a corporate move vs. COD? 
jkmoving @PortageCartage Agreed; could impact the mover's bottom line (i.e., ability to get future revenue from the relo co) #movechat  


Q3 - How are corporate relocations different today than they were in the past?


PortageCartage #movechat RT @LHFAUTO: Most of the time, thanks to our e-biz features, we are. But some remain pretty challenging. Often becomes reactive. 
jkmoving A3: I think there was an answer a bit ago: now companies give employees a lump sum vs. managing moves on their behalf.
HolmanMoving The lump sum trend is definitely a major difference from in the past. 
PortageCartage In most of the USA, real estate doesn't sell like it used to, often pushing move dates back.
HolmanMoving There's also a greater need for storage (sometimes more than 30 days) because of the housing market.  
jkmoving A3: also, for movers, there is a LOT of varied paperwork and processes to follow for each customer. Can be complex. #movechat 
jkmoving So true! RT @HolmanMoving: Theres also a greater need for storage (sometimes more than 30 days) because of the housing market. 
PortageCartage Saw a good article on how companies are funding less and less of the relo costs - http://on.msnbc.com/oANkIJ
jkmoving Also true! RT @PortageCartage: In most of the USA, real estate doesnt sell like it used to, often pushing move dates back. 
RELORoundtable Have your company changed its move management role in response to the surge in lump sum moves? If so, how? 
HolmanMoving Great piece by @careerdiva! RT @PortageCartage: Good article on how corps are funding less relo costs http://on.msnbc.com/oANkIJ
HolmanMoving @RELORoundtable The lump sum trend has definitely made us enhance our COD service model. 
PortageCartage @RELORoundtable For us, the biggest change is that the shipper is more motivated to downsize, so there's less revenue in the move. 
RELORoundtable @HolmanMoving That's what I would have thought most of the industry would do but many consumer don't seem to think so. 
PortageCartage @RELORoundtable We're still confident we can beat our competitors on service, so our pricing isn't too affected. 
HolmanMoving @RELORoundtable Consumers know so little about the industry-they would be hard pressed to pick up on the nuances. Will take time. 
RELORoundtable @PortageCartage Smaller moves mean more scheduling time but it doesn't appear that transit schedules have been changed. 
HolmanMoving @RELORoundtable What would convince consumers otherwise? 
PortageCartage @RELORoundtable Transit schedules are more of an art than a science though, especially in summer. #chaos 
RELORoundtable Corporate transferees left to handle their own moves seem lost. Their expectations don't match the capabilities of most agents.  
PortageCartage @RELORoundtable Yep. A move manager with excellent customer service skills is vital in these situations. 
HolmanMoving @RELORoundtable Great point. The third party relo company should be helping in that case.
jkmoving @RELORoundtable Agree - companies should go back to full-service relo process. Otherwise, what's the employee benefit?
RELORoundtable @PortageCartage I've heard from a lot of disappointed shippers that think the whole industry should go back to art school :-) 
PortageCartage @jkmoving @RELORoundtable It's becoming more about the *employer* benefit these days. Smart firms know the value of a relo pckg.  
HolmanMoving @jkmoving @RELORoundtable Straight cash. But, I agree. Full-service relo eases the transition to the benefit of all parties. 
RELORoundtable @jkmoving Problem is most can't afford the 'world class' luxury of full service movers.  
jkmoving @RELORoundtable Think about what happens when you use a "cut rate" mover though ;-) 
HolmanMoving True. Can't or won't anyway. RT @RELORoundtable: @jkmoving Problem is most cant afford world class luxury of fullservice movers.  


Q4 - If you could wave a magic wand and change anything about corporate moves, what would it be?


PortageCartage @RELORoundtable That's a global trend: companies care less about the employee as a person than about metrics. 
HolmanMoving That transferees are more educated about their relo packages in general - and that they know we don't make the rules! 
RELORoundtable The arrogant and unrealistic expectation that the agent and driver will do everything for free! 
LHFAUTO I would make sure customers actually compared proposals & investigated before they questioned a 5% or less difference on a service over $1K
jkmoving A4: more companies to use a full-service relo process to help their employees with the transition. 
HolmanMoving That times were less stressful. Moving is stressful enough without the real estate crisis. Transferees are more reluctant,cranky.  
PortageCartage Personally, I'd get rid of competitive bidding on each relo. Trust us with your business and go to tender if we lose your trust.  
RELORoundtable @PortageCartage Great idea! Chow all. Its been fun! See ya next week.  


Next week we'll talk about: Red Flags When Choosing A Mover.

#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. "