#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: Third Party Services

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 Third Party Services.  Below is the abridged transcript of the questions and the responses.

Q1 - What are some of the common third party services you need along with a move?
LocateLance     Q1: Appliances, crates.
HolmanMoving     Pet relocation is a big one for a lot of people, which is completely understandable of course!
PortageCartage     We'll add vehicle transport, house cleaning, pet transportation, pool tables... any others?
HolmanMoving     Pianos require a special touch and usually require third party support.
PortageCartage     Yep - I wonder if @petrelocation would be interested in this movechat?
HolmanMoving     I would think so!
movertim     wow you covered allmost all 3rd party, how about Piano svc
PortageCartage     @LHFAUTO If you've got a few minutes we'd love to have your thoughts on 3rd party services used during moving. Watch for hashtag #movechat
HolmanMoving     We had to get a customer's turtle to China once. They require a special veterinary certification to travel - not many vets do it!


Q2 - As a mover, what frustrates you about 3rd party providers?
HolmanMoving     The quality of third party services can make or break a mover. They have to be punctual, professional and great with the customer.
MovePoint     Not being on time
PortageCartage     Agreed - often customers take a day off to meet providers and if the provider doesn't show... #badmojo
HolmanMoving     Grounds for dismissal.
movinggal     3rd party vendors have value- they can offer ur cust. more srvs. However, u must choose well because u have ur rep on the line.
HolmanMoving     Being late is one of my biggest pet peeves.
PortageCartage     Proactive communication is important. I want to know when they'll be on site & how it went without tracking them down.
HolmanMoving     Very good point.
AJStephensonRem     Q2 your promise must be carried out and not compromised

Q3 - What lessons have you learned when selecting a provider?
HolmanMoving     References are ALWAYS a good idea :-)
MovePoint     A3: - Get referrals
movinggal     Clear contractual terms up front with your vendor help to clarify the relationship. Also, good contract management helps.
PortageCartage     We get our providers to sign a Service Agreement form, detailing expectations on communication, billing, service, etc.
PortageCartage     Let's expand on Q3: Have you ever been burned by a 3rd party provider? Describe.
movinggal     Agree with @MovePoint. So important to get referrals and feedback from customers when available.
PortageCartage     Here's one: We had preapproved costs for one provider, but he phoned client to say he didn't have approval and didn't show.
MovePoint     ouch
PortageCartage     It was a series of communication failures within the provider's co, but it still made us look bad. Probably not using them again.
xpressmovers     Oh, who hasn't been? Just recently in December we got burned bad on a job we couldn't do because of weather.
PortageCartage     Was that weather one a preventable problem?
xpressmovers     Nope, weather and driving conditions in Chicago didn't allow us to load the customer within the time frame.
xpressmovers     Finding good service providers is not easy. There are so many bad apples that can ruin your day.
movinggal     I have been burned by a 3rd prty vendor on my own move. He did not show up and crate my antique hutch & it broke in storage.
PortageCartage     Yikes! Did they accept responsibility?
movinggal     The moving company had to bail them out but it still did not cover the replacement value. Lots of drama...
   
Q4 - Do you always get multiple quotes, or do you pick a provider and stick with them?
MovePoint     One or two quotes at the most, But, once we find a reliable provider we will usually stick with them.
xpressmovers     RT @MovePoint: One or two quotes at the most, But, once we find a reliable provider we will usually stick with them.
PortageCartage     We're the same way. The moving process happens too quickly to get multiple quotes all the time.
HolmanMoving     We are pretty loyal so if we have a reliable provider that we like, we'll stick with them.
PortageCartage     Any providers listening should definitely take note: treat movers well, and we'll never go to tender.
HolmanMoving     I think cuz we know what it's like to be a service provider - if we do great work, we want clients to be loyal!
PortageCartage     Great point!
   
Get out your Rolodex for Q5 - Who are some of your favorite service providers? Drop names & Twitter IDs if you got 'em.
PortageCartage     We love using KeeWest for auto transport in Canada; great rates, house-2-house service, and fast.
PortageCartage     We're also very happy with Lyon Petmobile Services, for anywhere in North America.
xpressmovers     Q5: We use Victory Van Lines out of Rockville, MD for over 1 year now and so far I can't say 1 bad word about their service.
PortageCartage     Within Winnipeg I prefer Clean & Tidy for any carpet cleaning needed after the move.
HolmanMoving     Shout out to MSS (Movers Specialty Service)! They are fantastic.
PortageCartage     Let's build up a few of our favorite vendors here and reward them for their great service! No ad revenue required. :)
MovePoint     Agreed!!
PortageCartage     As we close out the chat, I challenge each of you to Tweet positive things today about companies you love for 3rd party work.

PortageCartage     Thanks to all who participated! We'll post a digest of the chat shortly. Next week's topic will be "Creating Repeat Business."