#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: Office & Corporate Moving

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 "Office & Corporate Moving." Below is the abridged transcript of the questions and the responses.


Q1 - What are the common problems encountered with office moves?


GoodStuffMoving Q1 - Perhaps not so common, but we once had to move filing cabinets that were waxed down...lots of chiseling.
XpressMovers Q1: Problems with commercial moves are similar to any other move. Major problem is communication.
GoodStuffMoving Q1 - Communication can be a problem. When companies want a mix of old and new arriving equipment can be a problem too... 
jkmoving A1: Not enough pre-planning. Short notice on a move. Lowest bid as the sole parameter.
AllwrightMoving The biggest issue we seem to have is the getting accurate info on what files they are moving themselves. 
jkmoving A1: The notion that a company can call a moving firm the day before a major office move & we'll be there, ready to go (really?!).
PortageCartage @GoodStuffMoving Can you elaborate on how having new equipment come can create problems? 
GoodStuffMoving @PortageCartage If there is unclear communication on where the new equip goes, who puts it where, and we are bringing the old... 
GoodStuffMoving @PortageCartage Often things will get confused, caught up, and end up taking longer than initially thought. 
PortageCartage So in summary, office moves are Class 10 Chaos waiting to be unleashed.
XpressMovers Under-estimation from both the company and mover side can bring a lot of problems in a move.
GoodStuffMoving @PortageCartage yes, that's about right, lol 
jkmoving LOL, not quite that bad ;-) RT @portagecartage: So in summary, office moves are Class 10 Chaos waiting to be unleashed.
XpressMovers @PortageCartage Just about right, unless your commercial client is an ex-commercial mover :)  


Q2 - How does one plan the placement of office furniture & equipment in the new location?


jkmoving A2: We provide space planning help and "plan-a-gram" sheets so companies can work out furniture/equip placement ahead of time.
GoodStuffMoving Q2 - Most of the time, leave that up to the client. Suggest arrangements, but they get final word. 
GoodStuffMoving Q2 - Also designate a "dump point" for misc items and materials.
AllwrightMoving A2: If someone knows let us know we just moved an office/retail building, our guys moved things 2 or 3 times. 
GoodStuffMoving We advertise "organization and coordination", but often clients know what they want, esp small biz. 
PortageCartage Planning is definitely key. Really appreciate when customers provide us with a to-scale floor plan.
jkmoving Very important for a commercial move. RT @goodstuffmoving: Q2 - Also designate a "dump point" for misc items and materials.


Q3 - What can a company do to make their office relocation simpler for everybody involved?


MovePoint A3 Communication Communication Communication
XpressMovers Communication and Education about Office moves. They are never easy regardless of the size of the company.
jkmoving A3: Communicate, early & often. The internal staff at the company needs 2 know key dates, what's expected of them, logistics, etc. 
MyMovingReviews Q3: Onsite planning, Floor plans, Dedicated coordinator and an extensive online/offline information and checklists. 
GoodStuffMoving Q3 - It always helps to walk out the areas ahead of time, prep the movers. Communicate. Label. Map. etc...
GoodStuffMoving Anyone have any problems with client employees or close friends/families sent or want to help with the move?
jkmoving Good heavens! RT @goodstuffmoving: Anyone have problems with client employees or close friends/families sent to help w/the move?
PortageCartage @GoodStuffMoving One of the issues with that is many office furniture systems need to have certified installers dis/reassemble it.
GoodStuffMoving @PortageCartage ...good point! I personally tend to always forget that aspect of things... 


Q4 - Any tricks of the trade, specific innovations, or lessons learned you'd like to share regarding office/commercial moves?


GoodStuffMoving So...what's the most specialized item you have had to have help dis/reassembling? 
XpressMovers @GoodStuffMoving 3000lbs Weather simulation machine for a testing laboratory :)
PortageCartage @GoodStuffMoving We sometimes have to move conference tables that are too big for the elevator car. Called in elevator svc guy...
PortageCartage @GoodStuffMoving ...and had car lowered, then crew stood on top of elevator with table for a slow & careful in-shaft ride.
GoodStuffMoving @PortageCartage now that's epic! 
GoodStuffMoving @XpressMovers for me, personally...an antique organ with pipes, but I'm sure others in the office have more epic moves... 
XpressMovers Q4: Be consistent, stay on top of every aspect of the move, constant communication with the client. 
jkmoving A4: we do training with IOMI (www.officemoves.com) so we're specialized/certified in office moving techniques. 
GoodStuffMoving Q4 - Making sure to call the right experts for the right jobs!! 
jkmoving A4: Also, we use special equip to make moves faster/smoother for the customer. E.g., a Spider Crane to move full lateral files.
PortageCartage Then there was a huge CT Scanner we delivered to a local hospital - http://youtu.be/d_eLu1K6jZg 
jkmoving A4: Time to brag a little. We've moved & stored parts of the King Tut exhibit (hey, the Smithsonian is in our backyard!). 
GoodStuffMoving @jkmoving I actually just went to the King Tut exhibit here in St. Paul a few weekends ago! 
PortageCartage A key lesson we've learned is, "Use the right tools for the right job."
jkmoving Wow & yikes! RT @GoodStuffMoving We sometimes move conference tables that r 2 big for the elevator car. Called elevator svc guy
PortageCartage Another is to have flexibility with the hours in which we do office moves; often evening or weekend work is worth it for cust. 
jkmoving Absolutely; esp key for comm moves. RT @portagecartage: A key lesson we've learned is, "Use the right tools for the right job."
GoodStuffMoving Related, do you think most moving companies do a mix of residential/commercial, say, 70/30?
jkmoving Not necessarily RT @goodstuffmoving: Related, do you think most moving companies do a mix of residential/commercial, say, 70/30?
XpressMovers @GoodStuffMoving Depends on the moving company and the size of it. I think most companies do 90%/10%.
PortageCartage @GoodStuffMoving Diversification would vary widely for each mover. For us, office & commercial work is a big part of our biz.
XpressMovers I know movers that do 100% office moves. It varies from company to company.
jkmoving Same here re: DC-based movers. RT @xpressmovers: I know movers that do 100% office moves. It varies from company to company.  

#Movechat Digest: Myths About Movers

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 "Myths About Movers." Below is the abridged transcript of the questions and the responses.


Q1 - Name some misconceptions people have about the moving industry. We'll address the common themes in subsequent questions.


jkmoving A1: We're all a bunch of scammers, low-lifes, and collection of other undesirables. 
TopMovingTips That we make a lot of money! That we hide their boxes! That we drop things on purpose! That we're idiots! That we don't care! 
GoodStuffMoving @jkmoving Not to mention "high school dropouts"... 
TopMovingTips Ok, well, that should get us started...  
PortageCartage One of my pet peeves: "It should be easy to predict a delivery date on long distance moves!" 
GoodStuffMoving Q1 - That we are always available at a moments notice to do anything and everything for you. 
jkmoving DC's local NBC affiliate did a story this week on "avoiding moving scams." Relevant to Q1. http://ow.ly/5sfSr 
TopMovingTips @jkmoving- Excellent resource! 
TopMovingTips A1- That we have warehouses full of trucks and hundreds of workers always available to jump with no reservations. 
ezmovers A1: It's a common misconception that we don't care, but hey our sales ppl are here to listen to your life story... 
PortageCartage @jkmoving I think if we played a word association game using "movers," one of the common responses would be "scam."  
jkmoving @portagecartage Boy howdy, you got that right ;-) 
jkmoving Like I said before, this is gonna be a lively #movechat this week ;-) -
TopMovingTips What can we do constructively to improve the reputation of moving and/or fight off the scammers??? 
ezmovers @TopMovingTips Educate Customers !! reach out to all prospect, past and present and tell them more! 
MovePoint A1 It should only take a couple hours 
PortageCartage @MovePoint Good one! How about "I have an average house with average stuff in it - surely you can give me a quote over the phone." 
TopMovingTips We need to create organizations that do to reform our industry rep what CarMax did for used cars... more or less... =) 
jkmoving Isn't that what #AMSA is for ;-) RT @topmovingtips: Need to create orgs that reform our industry rep what CarMax did for used cars 
PortageCartage @TopMovingTips MoveRescue is going a long way towards that goal. 
TopMovingTips @PortageCartage Sorry to be the noob, but what the heck is MoveRescue? 
PortageCartage @TopMovingTips It's an advocacy group to help victims of rogue movers. http://www.moverescue.com/ 
TopMovingTips @PortageCartage Yeah, but by that time, it's awfully late in the game, and the customer has already been victimized, right? 
PortageCartage @TopMovingTips Review these for concrete examples: http://www.moverescue.com/case_studies.htm  
TopMovingTips @PortageCartage Thanks! 


Q2 - The most common theme so far is that "the movers don't care." How does a moving company demonstrate that it DOES care?


TopMovingTips Make the salesperson show up when the movers arrive... RIGHT! =) How about reminding what we CAN'T do upfront? 
jkmoving A2: top-notch customer service, from start to post-move, incl calling to check on the customer on day-of move. 
ezmovers @PortageCartage Demonstrate.. by doing a good job, be honest and tell the customers all they need to know :)  
MovePoint A2 refferals & testimonies  
GoodStuffMoving Q2 - Listen to the client, set reasonable expectations, listen to complaints promptly...basically, "keep on truckin" 
jkmoving A2: Also, quickly addressing and resolving damage claims. 
TopMovingTips Changing sales role to be more of a wise expert instead of snake oil salesperson, comping them more on satisfaction. 
GoodStuffMoving Analogy - A haircut won't fix the fact that your hair is falling out. But you still need one. 
jkmoving A2: Being responsive on social media and review sites (no surprise to everyone here on that one). Customers want to feel heard. 
TopMovingTips @GoodStuffMoving Difference is most barbers don't cause the hair to fall out in the first place. =)
GoodStuffMoving @TopMovingTips Ha! So true. But it really does feel like it's a problem only fixed by the same old practices. 
movertim There needs to be a time of bonding and rapport in order for prospect to have faith 
TopMovingTips One of the problems we have is that most patients don't think they can remove their own gall bladder, but most think they can move themselves 
GoodStuffMoving How do we show we care to different generations? As a young person, I'm wary of a salesperson. Older people aren't. 
TopMovingTips (patients who do think they can remover their own gall bladders are a whole different issue...) 
PortageCartage @GoodStuffMoving has a great question - how does a salesrep today convince a customer that he/she truly cares? 
movertim If we as sales people spend the time to try and find common ground with clients, they will trust us a little more 
TopMovingTips How to show caring? Ask a lot of questions and LISTEN to the freaking answers! As well as educating customers.  
ezmovers RT @TopMovingTips: How to show caring? Ask a lot of questions and LISTEN to the freaking answers! As well as educating customers 
jkmoving @portagecartage @goodstuffmoving Sales reps have to be a resource & educate customers about what they should look 4 w/ movers. 
movertim @TopMovingTips Agreed we need to Listen, but we must also bond with the prospect 
ezmovers exactly, it's not like salesrep don't listen, but more effort will be appreciated :)  
movertim One more thing all sale people need to loose the $$$ on their forehead  
ezmovers It's starts in most cases on the web, so user friendly, more personal website & then transfers to sales dept to take it personal..  
jkmoving @movertim @TopMovingTips Show you care and that you're listening, yes. Bond with customers? Hmm. 
PortageCartage A big part of caring is demonstrating proactive follow-through, both before with move and after. 
TopMovingTips I find that chocolate chip cookies really help. And Scotch... =) 
jkmoving For the sales rep or the customer?! Heh. RT @topmovingtips: I find that chocolate chip cookies really help. And Scotch... =)  
GoodStuffMoving @TopMovingTips bourbon brownies 
TopMovingTips @jkmoving Definitely the customers. The sales folks not so much. =) 


Q3 - How do you educate customers as to the real-life operational restrictions movers have?


ezmovers Q3 Sales again have to have a good idea of the movers' restrictions ..  
GoodStuffMoving Q3 - ...frequent blogging helps... 
TopMovingTips How much time do you require to work on/ to have worked on the trucks before taking their positions?
jkmoving A3: Be honest w/customers about what the law allows moving co. to do or not. Also, our limitations (e.g., items we can't move). 
movertim @GoodStuffMoving @ezmovers explain restrictions, help me to understand this 
PortageCartage Q3 can include things like delivery dates, availability of workers with short notice, dispatch logistics, etc.  
PortageCartage Dangerous goods maybe? RT @movertim: @GoodStuffMoving @ezmovers explain restrictions, help me to understand this 
jkmoving Agreed; help customers doing web searches by posting good blog articles RT @goodstuffmoving: Q3 - ...frequent blogging helps... 
movertim As a sales rep I educate my clients, I provide info that tells them what we can and cannot do 
jkmoving A3: Your website needs to be robust with info to help set customers' expectations about what's reasonable and what's not. 
TopMovingTips Is there a way to help people understand the back office operations piece, like bringing a 2-minute video &let them ask questions?  
movertim I tell clients to visit our Facebook, and web site for customer comments  
TopMovingTips Most of our websites are NOT terribly interactive or involving- just a wall of words and links with some photos thrown in... 
movertim @TopMovingTips No time for video on a sales call  
TopMovingTips I guess I am as guilty as anyone... =) 
PortageCartage @TopMovingTips I like the idea. Anybody out there have a 'behind the scenes' video posted? 
TopMovingTips You don't have 2 minutes on a sales call? Really?
jkmoving @topmovingtips Speak for yourself -- our website (OK, yes, recently re-done), has oodles of video :-)  
TopMovingTips If not on the sales call, refer them to the site and put it there.  
movertim @TopMovingTips not for video, there is too much more to worry about and discuss  


Q4 - How do you get around the perception that movers hire low-quality labour?


jkmoving I invite all of you to our website (jkmoving.com) or YouTube channel to see video of our training house, storage facilities, etc.  
movertim @PortageCartage I let my prospects know that we keep labor within our company, no day labor on HHG moves  
TopMovingTips @jkmoving- much nicer than most, definitely. Much more attractive than mine. 
jkmoving A4: We say it over & over in sales calls, on our website, on social media: the extensive training, the background checks, etc. 
ezmovers @jkmoving I like the website a lot!!! good job :)  
GoodStuffMoving Q4 - Sometimes we even bring along one of the laborers to show them off on house calls...  
TopMovingTips Just wanted to throw in that I learn a ton from you guys- I thank you all. =) 
PortageCartage @GoodStuffMoving That's an interesting idea. Helps build relationships between the salesrep and the crews too, I bet.  j
kmoving Aw, thanks - feelin the love! RT @ezmovers: @jkmoving I like the website a lot!!! good job :)  
ezmovers Q4 We tell customers that we hire only legal resident, how good is that..not sure,but send out only our T-shirts movers! :)  
GoodStuffMoving @PortageCartage Certainly doesn't hurt any relations...lol.  
jkmoving Thanks - it was a big deal for us! RT @topmovingtips: @jkmoving- much nicer than most, definitely. Much more attractive than mine.  For the July 12 chat, we will discuss commercial/office moves.