#Movechat Digest: How To Stay Sane During Peak Season

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 'How To Stay Sane During Peak Season.'  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 - What factors contribute to making summer so much busier for movers?

movinggal It is the ideal time to move so everyone wants to do it during the summer before school starts.

movinggal Also most military transfers happen then as well so it makes for a busy season.

GoodStuffMoving @movinggal - Plus, school just ended for many, so there is a lot of reshuffling between May and August.

AllwrightMoving A1: Well the the forces of good weather, school being out and longer days...we rarely get a blizzard in july

jkmoving I'll jump in on that -- school's out in the summer, so it's a good time for families to move. 

myBekins Also, for places like the Midwest, it's usually the best weather. 

jkmoving @movinggal Agreed - in the DC area especially this year, BRAC will make for even more moves than usual.

PortageCartage Saw a great post from @themovingcost about picking the timing of your move: http://bit.ly/ihRAdQ 

PortageCartage In Quebec, July 1 is the one day everybody moves. Movers are in business 24 hrs that day. http://bit.ly/j8LNVg

AllwrightMoving We always move college kids during this time of year.

myBekins @AllwrightMoving do you do a lot of moves in the fall then, moving the students back?

AllwrightMoving @myBekins Some but if we move you to Madison they don't tend to move back. We do a few cross country students too 

xpressmovers In Boston it's crazy from mid May thru September 15th when all college moves are done. 

PortageCartage @xpressmovers Boston has colleges? :) 

xpressmovers @PortageCartage just a few... no big deal :) 

Q2 - What advice do you give your customers when they have to move during peak-season?

jkmoving We try to encourage our customers to move on a weekday, since EVERYONE wants to move on a weekend.

xpressmovers A2: Plan ahead, be smart. That's what we tell all of our prospect customers. Always helps and makes things go smooth.

GoodStuffMoving Q2 - Call early, nail down your move date, schedule movers in shifts (manual labor only, then a truck), etc.

PortageCartage We suggest customers avoid arranging house closing dates at month end. 

MovePoint Make sure they are prepared in advanced

movinggal Q2 Be patient, be organized and start the process early.

xpressmovers @PortageCartage We all know that's kind of impossible, as most of the closings are towards then end of the month. 

PortageCartage @xpressmovers It's sometimes difficult, true, but it's amazing how flexible people can be when they know in advance.

AllwrightMoving A2: We always try and tell the customers that they really need to plan then plan ahead a little more. Book early to seal your date 

jkmoving Another tip: try to avoid the last week of the month. It's another very busy time (everyone schedules house closings those weeks). 

movinggal Q2 Just launched my website (www.movingal.com) which will help your customers prepare for a move. Pls spread the word. 

jkmoving @movinggal Congrats on your new site;l love the concept. That was me who made the comment on your blg earlier today ;-)

movinggal @XpressMovers We use CityGrid as our datasource and everything comes up in relation to the property address.

AllwrightMoving We also try to remind the customer that it is an industry peak season and regardless of which method thy choose do it early.

jkmoving Agreed! RT @portagecartage: It's sometimes difficult, true, but it's amazing how flexible people can be when they know in advance. 

movinggal @jkmoving Thanks so much. I am so happy it is up and running. 

Q3 - What can customers do to help the crew on moving day during peak season?

xpressmovers A3: Being in the peak season or out of it, customers should be ready to move. And we all know that's almost never the case :)

AllwrightMoving A3: It might sound weird but one of the things my crews like is when the customer has ice for their water, little things..

GoodStuffMoving Q3 - Google Moving Tips. Follow them. Check your mover's site to see what they recommend. Follow that too. Rinse, repeat. 

PortageCartage Personal lesson I learned during my last big move: have all your boxes packed the day before. 

GoodStuffMoving RT @AllwrightMoving: A3: It might sound weird but one of the things my crews like is when the customer has ice for their water...

myBekins Q3 - simply just being there to answer any questions the movers might have is recommended 

PortageCartage @AllwrightMoving Yes! Especially when it's hot, having cool water on hand, or anything with electrolytes, is always appreciated. 

movinggal Q3 What has worked for us is providing them lunch & cold drinks. It helps both of us bcause they will stay & work.

jkmoving Try to have someone else take care of your kids & pets the day-of the move. Makes the day less chaotic for everyone.

AllwrightMoving @movinggal The little things like that matter...

movinggal Q3 The more organized & prepared you are, the better it will be. Less time wasted.

PortageCartage Bear in mind that the crew may have other moves to do after yours - keep kids/pets out of the way to increase crew efficiency.

PortageCartage @jkmoving Ah, you beat me to it!

jkmoving @movinggal As a moving company, we'd never ask customers to provide lunch for the crew, tho it's so appreciated when customers do.

jkmoving @portagecartage Ha :-) It's a good tip all year round, but in the summer esp. when kids are out of school & likely to be around.

movinggal Q3 Better coordinating 3rd party contractors so there is no delay of service which delays everyone. 

PortageCartage @movinggal Great tip! Their workload peaks just like ours does - we have to remember that. 

Q4 - What can moving companies do to help their crews keep stress to a minimum during summer?

AllwrightMoving A4: We have had cook outs when crews will be coming in. We also try and keep the office relaxed so as not to transfer stress.

PortageCartage We have regular summer barbecues, and will run burgers/smokies out to crews who are on jobs that day.

movinggal Q4 Better coordinating services, realistic estimates and providing ample crew support.

jkmoving Show appreciation early & often. E.G., we had our company picnic last week, so crews could participate before it gets too nutty.

PortageCartage We also ramp up hiring well before peak hits to ensure we have trained staff ready to go as soon as they're needed.

jkmoving I am so amused - EVERYONE has their company picnic early -- great minds think alike, as they say!

jkmoving We do the same. RT @portagecartage: We also ramp up hiring well before peak hits to ensure we have trained staff ready to go.

PortageCartage Also, we give everybody at least 1 day off per week, and we won't book any jobs on the long weekends. The guys love that.

AllwrightMoving I will make it a point to dance from my desk to the copier/fax/open computer just to make everyone giggle and relax....

PortageCartage @AllwrightMoving You can't say that without promising a YouTube video of the dance. 

jkmoving @allwrightmoving This, I would like to see! The group demands proof.

jkmoving Nice idea! RT @portagecartage: Also, we give everybody at least 1 day off per week, and we won't book any jobs on long weekends.

MovePoint RT @PortageCartage: Also, we give everybody at least 1 day off per week, and we wont book any jobs on the long weekends. 

AllwrightMoving Proof? Hmmmm, I will have to work on that?

GoodStuffMoving Anyone have a foosball table in the office?

MovePoint Our sistere company Leaders Moving has a foosball and pool table and two PC's with net access for the movers

PortageCartage @GoodStuffMoving No... but that's a great idea. 

AllwrightMoving I want a foosball table...oh well, I will just turn the radio up

Next week's chat: We'll discuss this article: http://bit.ly/mHhr3S - "8 Things Your Movers Don't Want You to Know".  

#Movechat Digest: Hiring Practices

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 'Hiring Practices.'  Below is the abridged transcript of the questions and the responses.


Q1 - For a moving company, is it hard to find good help? Why/why not?

GoodStuffMoving Q1 - Because it's such a physical job, there is always plenty of help available, but it can be hard to qualify "good" help...
FlatRate_Moving Q1 - The question is always how selective do you want to be? Many people can move furniture - but find the ones who do it well!
AllwrightMoving A1: It seems that "good" help can be found, its making sure that they are "good" help as the season picks up that is a challenge.
FlatRate_Moving Q1 - also willingness to treat their job as a craft is necessary.

Q2 - What skills are necessary to be a mover?

AllwrightMoving something that also means a lot is actual people skills
myBekins Q2- I would agree, people skills are a must if you're a mover
seamlessmoves Q1: We talked about corporate culture in Customer Service chat. It is important in all positions in a company.
GoodStuffMoving Q2 - Besides the physical and people skills, I'd rank creativity very high. Screen new hires through odd moving requests or tasks.
FlatRate_Moving Q2 - Movers need to be able to do heavy lifting, be polite and courteous, and also have common sense :-)
PortageCartage Often moves are caused by tense situations like divorce or death. Crew HAS to have a gentle custserv touch for those times.
AllwrightMoving They movers are the last people our customers see, so it is important that they are kind, flexible and personable.
FlatRate_Moving We always like to make sure our movers have the personal skills necessary for the job. WIthout those - things can go really wrong
PortageCartage Honesty is important too. Better to let the customer know about a damaged item right away than not mention it at all.
AllwrightMoving @PortageCartage Also be honest with us, tell the office when something happens on the road.
seamlessmoves Q2: Also: integrity, ability to "think on your feet" and genuine caring about people.
movinggal A really good mover definitely has the customer service skills but also is a motivated worker & can get it done quick & safely.

Q3 - What are some reasons you would never hire a certain person?

GoodStuffMoving Q3 - Reputation tends to be one of the biggest...if you've been around many moving companies, word travels...
AllwrightMoving A3: First if you don't do well on our test. We do make people take a Wonderlic, also their past experience...
seamlessmoves Q3: We used to be opposed to body art, but have noticed recently some of the hardest-working employees are "decorated."
movinggal I think a thorough pre-employment screening is essential.
AllwrightMoving @seamlessmoves As a "decorated" person, i agree, we work hard...it does matter greatly where and what the art is
FlatRate_Moving OMG yes! RT @movinggal Oops. Sorry multitasking has its drawbacks. I think a thorough pre-employment screening is essential.
PortageCartage @AllwrightMoving @seamlessmoves Great point - some of our best workers are inked up too.
PortageCartage Criminal background checks are a must, especially when working on gov't projects or with high-security corporate clients.
GoodStuffMoving Do any of you ever hire for familiarity of a region?
PortageCartage I don't think we ever have. That can be learned quickly. RT @GoodStuffMoving: Do any of you ever hire for familiarity of a region?
PortageCartage What about the way potential applicants dress? Don't need to wear a tie to the interview, but you've got to be clean cut overall.
AllwrightMoving @PortageCartage I totally agree that their criminal background is very important.
movinggal As for dress, I think it depends on the area. Some parts of the country are more casual.
movinggal I think it is good for an interview to wear a polo shirt & nice slacks but more 'rugged' attire on day of the move..
PortageCartage We have a strict no-foul-language policy here. It's amazing how some job applicants don't turn the filter on.
movinggal We have had some really 'rough' dressed crews but they worked their tail feathers off. A good crew leader makes a huge difference.
AllwrightMoving The position matters as to what they wear, I helper can be nicely but casual.
seamlessmoves We have hired for client familiarity (seniors, high-end, etc.) RT @GoodStuffMoving Do you hire for familiarity of a region?

Q4 - What can a mover do to attract quality employees?

movinggal  Q4 Maybe performance bonuses based on feedback and surveys? A way to reward those who go the 'extra mile'.
movinggal If ur company has a reputation for treating its employees well, it will help attract employees. The key is finding the good ones.
PortageCartage @movinggal Great idea - that assumes the mover collects & tracks customer feedback and that employees have a scorecard.
AllwrightMoving The company's reputation is the number one way to attract employees.

Q5 - What sort of training do you provide for your employees?

PortageCartage Over the years, we've spotted many "diamonds in the rough" and have coached them up to the point where they're now our top people.
PortageCartage That includes driver training, packing lessons, how to build tiers in the trailer, custserv skills.    
seamlessmoves Q5: Training manual, on-the-job training, periodic reviews, and a promotion track for those interested.
AllwrightMoving We find that the most effective training comes from our best guys in the field. We will send them to train with the best.
PortageCartage If any of you have questions for the group, fire away. We've got a few minutes yet.
PortageCartage Or enjoy this Three Stooges video where they play movers - http://youtu.be/bU93DCmde5A Love those uniforms!

Next week's topic will be "How To Stay Sane In Peak Season" - suggested by AllwrightMoving

#Movechat Digest: Industry Associations

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 'Industry Associations.'  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 - What are some industry associations to which moving companies can belong?


MovePoint AMSA, BBB, IAM, CMSA, NJMWA....  
xpressmovers There are so many, can't name them all in 140 chars :)  
StephenPeeler Some industry associations include: CAM — Canadian Association of Movers http://ow.ly/4Mmb3
HolmanMoving We belong to AMSA and NJMWA (http://www.njwma.org/ClubPortal/ClubStatic.cfm?clubID=669&;pubmenuoptID=6202). Local groups are great! 
LocateLance amsa and the state versions, ERC, SHRM, FIDI, OMNI, BBB, etc etc. The list goes on.   
GoodStuffMoving Q1 - MTSA and AMSA. May be more, but I'm alone today, holding down the fort... 
AllwrightMoving There are state associations as well, WERC...  
HolmanMoving And also the ERC. We are also a member of WBENC.  
StephenPeeler Depending upon your needs and coverage area: Assns. to join include: BAR- British Association of Removals http://ow.ly/4Mmg3
myBekins RT @LocateLance: amsa and the state versions, ERC, SHRM, FIDI, OMNI, BBB, etc etc. The list goes on.  
PortageCartage There's more than just moving assoc... the bigger relo picture has @WorldwideERC & @CERC2 to name a few. 
xpressmovers Don't forget Chamber of Commerce.  
StephenPeeler List of State Moving Associations: http://ow.ly/4Mmkl  
HolmanMoving How does everyone feel about the BBB? Are you accredited? 
HolmanMoving Nice. RT @StephenPeeler: List of State Moving Associations: http://ow.ly/4Mmkl 
PortageCartage @HolmanMoving We are BBB accredited. Liking the reforms they're enacting to improve transparency lately.  
xpressmovers @HolmanMoving BBB could be a whole new topic :) but Yes, accreditation is important with them, so we are.  
PortageCartage @StephenPeeler Great list!  
HolmanMoving @xpressmovers That it is!  
AllwrightMoving @HolmanMoving We are accredited with the BBB as well. 
StephenPeeler Find a local business through BBB.  http://ow.ly/4MmqZ  @portagecartage: @HolmanMoving  
StephenPeeler Watch out for pay to play companies offering affiliation. We won't name names!  
LocateLance @StephenPeeler I will... BBB #justsayin  
HolmanMoving Hate pay for play. RT @StephenPeeler: Watch out for pay to play companies offering affiliation. We wont name names!  


Q2 For movers, how is being an association member different from not being a member?


HolmanMoving I think it depends on the association :-) But, if the association is reputable, then it can only reflect positively on the mover.  
LocateLance It adds a layer of credibility. It is easier to trust an organization that invests in onging industry ee training. 
PortageCartage For us, CAM provides great training material to help industry newbies get up to speed. 
AllwrightMoving Beyond the reflection of quality, they can be a wealth of information and knowledge. 
StephenPeeler For us, #Associations provide great training materials to help industry newbies get up to speed. @portagecartage 
HolmanMoving Very true. RT @AllwrightMoving: Beyond the reflection of quality, they can be a wealth of information and knowledge.  
xpressmovers Association is mostly about credibility I'd say. Being a member doesn't mean a job well done.  
GoodStuffMoving RT @LocateLance: adds layer of credibility. It is easier to trust an organization that invests in onging industry ee training.  
HolmanMoving Associations are also a great way to build a professional network.  
GoodStuffMoving RT @StephenPeeler: For us, #Associations provide great training materials to help industry newbies get up to speed.  
GoodStuffMoving It's a nice source for validation to ensure that we are doing the right thing, but there are always room for improvements. 
PortageCartage @xpressmovers Interesting point. Does anybody know if assoc can boot members that don't meet certain standards?  
StephenPeeler A #Associations should be a business growth resource tool such as training http://ow.ly/4MmWg  
HolmanMoving @PortageCartage @xpressmovers In this industry, I certainly hope they can!  
PortageCartage Agreed! RT @HolmanMoving: Associations are also a great way to build a professional network.  
StephenPeeler We find, the larger the moving company, the more advocacy comes into play: industry voice: http://ow.ly/4Mn1J  
HolmanMoving @GoodStuffMoving Improvements can definitely be made!  
StephenPeeler Smaller companies look to the assn for consumer validation, branding: IE @AMSAProMover http://ow.ly/4Mn9p  
HolmanMoving @StephenPeeler @AMSAProMover Yes, being a ProMover is valuable.  
MovePoint RT @HolmanMoving: @StephenPeeler @AMSAProMover Yes, being a ProMover is valuable.   


Q3: Why should consumers look for a mover belonging to an association?


StephenPeeler Startup companies often need state regulation help, where to start: http://ow.ly/4Mnks 
myBekins 1 major reason is to avoid the dreaded moving scam  
GoodStuffMoving @EveeGeno17 it's addicting once you really start to get into it!  
HolmanMoving I think it largely depends on the assoc, but mostly credibility.  
LocateLance Q3: there is typically a code of ethics. At there is a body of governance that can get SOMEONE's attention if needed.  
GoodStuffMoving @PortageCartage Q3 - So they know they are trusted and reliable amongst their peers and not just immediate family.  
HolmanMoving Consumers should know though that some assoc. are pay for play and that being in the directory does not mean anything. 
StephenPeeler Trust by verify just because a company has the logo doesn't mean diddly! http://ow.ly/4Mnrb 
PortageCartage @HolmanMoving Yup. Consumers should do their homework and find out which associations the most reputable movers belong to.  
xpressmovers Which are the most famous "Pay for Play" assoc? This terms was largely used today, so I think it would be beneficial for all.  
LocateLance @xpressmovers BBB... no question  
StephenPeeler IAM requires a company wait for 1 month before accepting their membership as valid. http://ow.ly/4Mnym  
HolmanMoving I think the BBB accreditation program is a twist on pay for play. We are not thrilled with them at all.  
HolmanMoving @LocateLance @xpressmovers Totally. Nothing short of extortion.  
StephenPeeler BBB requires membership for 1 year before distributing the BBB logo.  
xpressmovers BBB starts sending you promotional materials the minute you become a member.  
StephenPeeler FIDI requires a hefty entrance fee plus independent auditor to verify the "Books" before you can join. http://ow.ly/4MnHp  
HolmanMoving @StephenPeeler BBB The accreditation program is terrible.  
PortageCartage So here's the question: how can a consumer trying to decide between movers know which association logo matters?  
StephenPeeler I plead the #5th @holmanmoving BBB The accreditation program is terrible.  
HolmanMoving @PortageCartage That's such a tough question and its unfortunate for the consumer. I think ProMover may be the best.  
PortageCartage Do associations make their terms of membership public & easy to understand?  
xpressmovers I think the consumers shouldn't just look for the logo, there are many other factors involved in choosing the moving company.  
HolmanMoving Not all of them. RT @PortageCartage: Do associations make their terms of membership public & easy to understand? 
HolmanMoving @StephenPeeler Haha. Easy way out! What do you have to worry about?!  
LocateLance @PortageCartage the logo is irrelevant unless the company performing service is honest in business. 
PortageCartage CAM has a posted code of ethics: http://mover.net/movers/about/ethics.htm. Will that help a consumer?  
StephenPeeler Depends on where they are moving 2 or from. Do your research and not just on line! @portagecartage 
MovePoint Agreed  
PortageCartage They also have their membership requirements & costs online: http://mover.net/movers/join/joining.htm  
StephenPeeler Yes, a Code of Ethics is a great start http://ow.ly/4Mo1d @AMSAProMover 
HolmanMoving RT @StephenPeeler: A Code of Ethics is a great start http://ow.ly/4Mo1d #MoveChat @AMSAProMover  
GoodStuffMoving RT @StephenPeeler: Yes, a Code of Ethics is a great start http://ow.ly/4Mo1d #MoveChat @AMSAProMover  


Q4: How can associations assist consumers in the event of a ‘bad move’?


LocateLance With a formal arbitration policy that has "teeth" in it.  
HolmanMoving Do any associations work directly with MoveRescue? MoveRescue is probably the most helpful org to date for that...  
StephenPeeler Associations should again be a resource for consumers before, during and after a move http://ow.ly/4MomM  
RELORoundtable Most bad moves aren't handled by association members. Then they can only direct the consumer to the available resources. 
GoodStuffMoving RT @StephenPeeler: Associations should again be a resource for consumers before, during and after a move http://ow.ly/4MomM  
PortageCartage CAM has a 'register a complaint' tool. It can intervene when the mover is a member. http://bit.ly/leqAJQ  
xpressmovers How does MoveRescue works? 
StephenPeeler Yes, @AMSAProMover does: Do assocn's work directly with MoveRescue? @holmanmoving 
HolmanMoving @RELORoundtable Hello friend!  
PortageCartage Good question. Anybody worked with them before? RT @xpressmovers: How does MoveRescue works?  
PortageCartage @RELORoundtable Glad you could make it!  
StephenPeeler Where to start if you have a move gone wrong: http://ow.ly/4Mowb  
GoodStuffMoving ...there is obviously a lot about orgs that I personally need to learn about. This has been very informative!  
HolmanMoving @PortageCartage @xpressmovers We've rescued loads for them.  
RELORoundtable State & national associations & their members should have links to local, state and federal consumer protection resources.  
MovePoint Great links Stephen thx!  
xpressmovers The question is how are you able to do that? What is the process?  
PortageCartage Just found this - http://www.moverescue.com/case_studies.htm  
HolmanMoving Consumer submits complaint. If MoveRescue accepts it they investigate, get authorities involved, pressure scammer, organize pickup  
HolmanMoving RT @PortageCartage: Just found this - http://www.moverescue.com/case_studies.htm  
StephenPeeler @MoveRescue is the first industry-endorsed consumer assistance aimed at stopping disreputable movers http://ow.ly/4MoCE 
myBekins @StephenPeeler very helpful links today! Definitely going to save some of those.  
GoodStuffMoving Good sources to have! RT @HolmanMoving: RT @PortageCartage: Just found this - http://www.moverescue.com/case_studies.htm  
StephenPeeler The question is how are you able to do that? What is the process?  You can call them mid-move! @xpressmovers 
AMSAProMover UR Welcome! @mybekins: @StephenPeeler very helpful links today! Definitely going to save some of those.  
StephenPeeler UR Welcome! @mybekins: @StephenPeeler very helpful links today! Definitely going to save some of those.   
myBekins Is @MoveRescue tied to Unigroup?  
RELORoundtable FMCSA could help by listing what hostage loads actually entail http://bit.ly/izuSGq S  
KingsTransfer Better Business Bureau is a great resource. We recommended all of our potential clients go there...  
StephenPeeler They are paying for it but it is open to all consumers. @mybekins: Is @MoveRescue tied to Unigroup?  
HolmanMoving RT @RELORoundtable: FMCSA could help by listing what hostage loads actually entail http://bit.ly/izuSGq S  
PortageCartage @myBekins Yes, MoveRescue was an initiative of Unigroup, but supports the whole industry regardless of van line.  
GoodStuffMoving RT @KingsTransfer: Better Business Bureau is a great resource. We recommended all of our potential clients go there...  
StephenPeeler RT @reloroundtable: FMCSA could help by listing what hostage loads actually entail http://bit.ly/izuSGq S  
PortageCartage This was an incredible chat, everybody. Props to @StephenPeeler for lending his expertise and co-moderating!  
StephenPeeler UR Welcome, thanks for the invite! @portagecartage: This was an incredible chat, everybody. I am glad to co-moderate any time!  




Next week we'll talk about Hiring Practices - soon to be a hot topic, with the summer busy season approaching.  Use the hashtag throughout the week to share relevant URLs.  

#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!