#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!

#Movechat Digest: Using Social Media

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 'Using Social Media.'  Below is the abridged transcript of the questions and the responses.

Q1: Define social media.


xpressmovers A1: Social media is the hi-tech way of interaction between people, groups and businesses I'd say. 
HolmanMoving Can't take credit for this, but it's a perfect definition. Social media is word of mouth at the speed of light. 
xpressmovers @HolmanMoving: Good one! 
seamlessmoves A1: Social media is made up of communities of people who have like interests and skills 
Maritime_Moving Internet based social interaction used for personal and business purposes. 
PortageCartage You can also define social media by talking about what it's NOT. 
HolmanMoving @xpressmovers Thanks! Came up in the Relocation and Social Media LinkedIn group that I manage. 
HolmanMoving It's NOT a free advertising forum or sneaky way to spam people. 
xpressmovers It could mean everything for the people that use it and nothing to the ones that not or abuse it. 
HolmanMoving RT @xpressmovers: Soc med can mean everything for the people that use it and nothing to the ones that abuse it. 
HolmanMoving @xpressmovers And the abuse is terrible. Nothing irritates me more than sales speak - try a genuine conversation! 
xpressmovers @Holman Agreed! I see a lot of links lately on tweets that lead to spyware/spam websties. 

Q2: In May 2010, http://netprospex.com/np/social showed the moving biz is ranked 48th of 50 top SM industries. Why are we so low?  The report also said that we're the only blue-collar industry to make the top 50. Thoughts?


HolmanMoving Lack of internal knowledge and understanding combined with shrinking budgets and few new folks entering the biz. 
Maritime_Moving No offense to anyone but SM is more of a younger generation form of communication. Mvg business still old boys club.
xpressmovers @HolmanMoving I think actually the new folks in our industry use SM more than the old ones. 
Maritime_Moving compared to other industries.
HolmanMoving Hard to say. Maybe moving is somewhat more marketing savvy given the major brand names (United, Atlas, etc.) involved? 
Maritime_Moving RT @xpressmovers: @HolmanMoving I think actually the new folks in our industry use SM more than the old ones. 
HolmanMoving @xpressmovers I agree! 
MovePoint Most of our younger/newer clients are starting to use SM 
HolmanMoving @HolmanMoving Said few new folks entering the biz ;-) 
MovePoint Plus SM isnt easy for the experienced and maybe to daunting of a task 
HolmanMoving It is very daunting. RT @MovePoint: Plus SM isnt easy for the experienced and maybe to daunting of a task. 
PortageCartage At our company we definitely see a correlation btwn age and SM adoption rates, and there are a lot of boomers set to retire soon. 
xpressmovers The biggest problem in our industry is the way funds for marketing are being distributed. 
PortageCartage Perhaps a topic for another chat would be: how can we get hip young people to work for movers? Hmm. 
HolmanMoving @PortageCartage There's an idea! 
MovePoint Agree! RT @xpressmovers: The biggest problem in our industry is the way funds for marketing are being distributed. 
xpressmovers Let me ask a question for all of you: Do you search your clients for profiles on popular SM websities? 
PortageCartage Absolutely RT @xpressmovers: Let me ask a question for all of you: Do you search your clients for profiles on popular SM websites? 
HolmanMoving People need to remember though that even if Boomers aren't tweeting, they are Google searching and one impacts the other. 
seamlessmoves Because there are so many SM platfortms and sites, it can be time consuming for a small biz. 
MovePoint @seamlessmoves true but there are some really good tools to help automate processes 
xpressmovers @seamlessmoves You don't need to use all of them, you can start small and work your way up to all major ones. 
HolmanMoving @MovePoint @seamlessmoves Yes, but automation is bad if abused. Be careful with that. 
Maritime_Moving @HolmanMoving Absolutely!

HolmanMoving You don't need to be on every social media too - select a few that you feel are important to your business. 

seamlessmoves @HolmanMoving @movepoint Excellent points.

xpressmovers Good to know I'm not the only one researching some of our clients for more information :) 

Q3: How is your company using social media?


PortageCartage We have Facebook, YouTube, LinkedIn, Yelp, Google Places, & etc profiles, and keep them all current and active. 
Maritime_Moving A3 We have a facebook page & we use Twitter. I am solely responsible for creating & administering it.
PortageCartage We also use it as a 'listening post' - have email alerts set up and have searches running for key industry phrases. 
MovePoint A3: We hired a person to run all of our SM, this person has an extensive backround in SM And a proven track record 
MovePoint this was after we spend tons of $$ on so called "experts" 
HolmanMoving Ditto. RT @PortageCartage: We have Facebook, YouTube, LinkedIn, Yelp, Google Places- keep them all current and active. 
xpressmovers RT @HolmanMoving: @PortageCartage: We have Facebook, YouTube, LinkedIn, Yelp, Google Places- keep them all current and active. 
HolmanMoving @MovePoint Having an internal SM is the way to go. It's a tough job going internal, but very helpful when the org needs a voice.
xpressmovers Unfortunately I'm the one managing the FB and Twitter accounts and there is just not enough time in one day to keep up :) 
PortageCartage @MovePoint With all that SM has changed in the last 5 yrs, is an extensive SM background a good thing? 
HolmanMoving Yes, watch out for snake oil. Rampant in this biz. RT @MovePoint: this was after we spend tons of $$ on so called "experts" 
PortageCartage RT @HolmanMoving: Yes, watch out for snake oil. Rampant. RT @MovePoint: this was after we spend tons of $$ on so called "experts" 
MovePoint IMO yes, that way old ways are not re-hashed and they have the ability to see things long term and the effects
MovePoint instaed of saying "just got a bunch of friends onFB and twitter" they have the know how to bring a true ROI instead of "valuated" 
HolmanMoving I think communications experience is a plus - this is an extension of PR/marketing after all. Soc med continuing ed critical. 
PortageCartage How many of you get sideways looks from coworkers when they see you on FB or Twitter? 
xpressmovers I allow everyone in the office to use Facebook and Twitter or anything else they want. We live in 21st century. 
HolmanMoving @PortageCartage Don't get me started! :-) 
seamlessmoves We have a presence on LinkedIn, our blog and Twitter. Have a FB page, but it's not the most appropriate venue for our biz. 
PortageCartage @HolmanMoving Don't forget customer service - SM is a great channel for that too. 
Maritime_Moving @PortageCartage Bosses know that I use FB & Twitter for work but others think they "caught me" doing something wrong! LOL
MovePoint so so true! RT @PortageCartage: @HolmanMoving Dont forget customer service - SM is a great channel for that too. 
HolmanMoving For sure. RT @PortageCartage: @HolmanMoving Dont forget customer service - SM is a great channel for that too. 


Q4: How did you develop your social media strategy (if you have one)?


xpressmovers A4: Our strategy is to develop and maintain consistent relationship with potential and existing customers. 
HolmanMoving The only way to develop a strategy is to listen first, then decide what works for your business and market. 
MovePoint Part of our plan is to help with the industry instead of talking about how great our product is 
PortageCartage I reviewed a bunch of SM strategies published online, then built ours from the ground up using the suitable points. 
MovePoint and does the plan of action have measurable ROI & Time 
PortageCartage @MovePoint That's smart. Gets you past the natural 'sales pitch alert!' barrier.
HolmanMoving Excellent. RT @MovePoint: Part of our plan is to help with the industry instead of talking about how great our product is. 
LLamx Agreed! RT @HolmanMoving: strategy = listen first, then decide what works for your business and market. 
xpressmovers I can't say what our ROI is, but I know there is one. Just the information you can find thru SM is well worth the money spent. 
HolmanMoving @xpressmovers ROI is so tough! Especially when you are first getting started. Always a struggle for me.
xpressmovers @HolmanMoving ROI is something you can't measure on a daily bases. 

MovePoint agree it takes 3-6 months min. to formulate RT @xpressmovers: @HolmanMoving ROI is something you cant measure on a daily bases. 

Q5: What benefits has social media brought you?


xpressmovers Q5: That's easy, #movechat :)
HolmanMoving Social media has definitely made me learn about this industry at lightning speed. 
MovePoint SM has made our company more personable and easier to reach out to 
PortageCartage I really like the ability to hear what people are saying about our company and the industry overall. 
HolmanMoving We've also found some great programs to participate in, like @moveforhunger, through social media. 
MovePoint RT @PortageCartage: I really like the ability to hear what people are saying about our company and the industry overall. 


Next week's topic is "How Estimates Are Done."  Join us, same time, same hashtag!

#Movechat Digest: After The Move

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 'After The Move.'  Below is the abridged transcript of the questions and the responses.

Q1 - Once the truck pulls away, what work still needs to be done to ensure the move ends well?

movinggal I think from the customer's perspective, good follow up is greatly appreciated.
xpressmovers Plentry of work needs to be done after load is on the truck. Weight, schedule delivery, follow up with the customer and etc.
movinggal Q1 Making sure that any damage claims are addressed in a timely matter also helps with the closeout for the customer.
PortageCartage One of the most common needs is to pick up used packing paper & boxes a few days later.
xpressmovers Oh, I'm sorry I got the question wrong :)
PortageCartage @xpressmovers That's a good point though. The truck DOES leave twice. :)
MovePoint If some of the move is going to storage , that needs to be coordinated
movinggal Important for moving co to understand that cust may be so inundated w/ the tasks ahead that you may need to help w/ follow up.
xpressmovers A1: Follow up few days after the move is done to make sure all tasks are completed by the crew. Customers love to feel special.
PortageCartage @movinggal Great point!

Q2 - What are some common problems a customer might encounter after a move?

Maritime_Moving May find damage and assume its move related although it might not be.
movinggal Q2 Some common problems are damaged items, storing paper & boxes for pick up. Getting the unpacking completed.
PortageCartage There can be disputes on the final cost of the move, if it involved more work than estimated.
movinggal RT @PortageCartage: There can be disputes on the final cost of the move, if it involved more work than estimated.
movinggal Q2 Lost items can be a challenge for both the customer & mover. It is hard to settle on an item when it is not available.
PortageCartage It's not unheard of to have complaints about crew behaviour, especially if it was a hard day.

Q3 - If these problems can be anticipated, what are some ways to prevent or minimize them?


xpressmovers Q3: Answer is communication. Without it you're lost and troubles are to be expected at every level.
MovePoint good communication
PortageCartage RT @xpressmovers: Q3: Answer is communication. Without it you're lost and troubles are to be expected at every level.
xpressmovers Every moving company must be prepared for the worst at all times.
PortageCartage As a customer, protect yourself from unexpected costs by understanding the terms of the estimate. Ask lots of questions b4 u buy!
PortageCartage The same goes for your claims coverage. Make sure you know what you're paying for.
PortageCartage If you have a big move, you'll have a lot of boxes - find out if your city recycling pickup allows for that many.
xpressmovers That's all ideal scenarios. Customers always fall for the cheap choices and always try to get the best out of everything for free.
xpressmovers @PortageCartage I love the way United offers coverage options to their customers in the online estimating tool.
Maritime_Moving RT @xpressmovers: Q3: Answer is communication. Without it youre lost and troubles are to be expected at every level.

Q4 - Why should a mover be proactive with its post-move follow up?


Maritime_Moving A4 Again...communication! If you're proactive, you can nip a problem in the bud before it becomes a disaster.
PortageCartage If we can jump on a problem when it's fresh, it's much easier to resolve.
xpressmovers RT @PortageCartage: If we can jump on a problem when its fresh, its much easier to resolve.
PortageCartage We also earn a lot of customer loyalty if they know they don't have to hunt us down to get something resolved.
Maritime_Moving RT @PortageCartage: We also earn a lot of customer loyalty if they know they don't have to hunt us down to get something resolved.
MovePoint RT @PortageCartage: If we can jump on a problem when its fresh, its much easier to resolve.
PortageCartage That's all we've got lined up for questions today. Any other thoughts or questions?
xpressmovers Constant communication with your customers leads to easier resolution to problems.

Next week's topic will be 'Using Social Media.'  We'll define social media, then ask why the moving industry is so far behind others in adopting social media, how they themselves are using it, how they developed a social media strategy (if they did), and what benefits they've seen since they implemented it.

#Movechat Digest: Undercover Boss

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, we discussed the CBS show Undercover Boss, which on March 13 featured United Van Lines CEO Rich McClure.  You can watch the episode on the CBS website here, or if you're in Canada on CTV here.  Below is the abridged transcript of the questions and the responses.




Q1 - Rich saw right away that moving is harder than it looks. In what ways is this so?


MovePoint It was certainly physically demanding 
PortageCartage I read a follow-up interview where Rich talked about how the crew needs to empathize with how stressful a move is for people. 
PortageCartage @MovePoint Definitely! Thank goodness there was no piano on that job. :) 
HolmanMoving @PortageCartage So true - it's important for movers to be understanding about the customers stress. Communication is key. 
HolmanMoving That's what one of our driver's said! RT @PortageCartage: @MovePoint Definitely! Thank goodness there was no piano on that job. :) 
StephenPeeler I think Rich realized the significance of hiring the right people in the right jobs. Hire for attitude, the rest can be taught. 
PortageCartage @StephenPeeler Great point. A lot of companies would do well to follow that principle. 
StephenPeeler He also saw the value of youthful legs and a strong back, he unfortunately had neither. 
PortageCartage What about the skill needed to handle claims? That's a tough job too. 
XpressMovers Claims are hard to handle, patience and understanding is key. 
HolmanMoving Ha! RT @StephenPeeler: He also saw the value of youthful legs and a strong back, he unfortunately had neither. 
movinggal Those that handle claims do need to have a friendly disposition and are good at customer service. 
HolmanMoving Claims is so challenging. I'm blown away by our claims person everyday. Don't know how she does it with such good humor. 
StephenPeeler Yes, the best claims person in the company could have been "Private I" she really had patience and left no stone unturned 
seamlessmoves It's all about the right people in the right jobs. Ask @Zappos. 
PortageCartage @HolmanMoving @movinggal Oh, I know. In addition to running the social media stuff, I handle the claims here. 
MovePoint I'm amazed at some of the claims I've seen, the Claims managers must be saints 


Q2 - What were your favorite moments in the show? 


PortageCartage I loved the moment in the episode when the packer Ruth told Rich talk less. :) #walkietalkie 
PortageCartage Also enjoyed seeing the warehouse guy, Andrew, get uncomfortable. Anybody else have fave moments? 
MovePoint @PortageCartage IMO i thought he was rather cocky when he was in Rich's office 
PortageCartage @MovePoint Oh, absolutely he was. But he's being 'retrained' and unlike all the other employees, got no cash. Fun to watch. :) 
HolmanMoving @PortageCartage @MovePoint The Andrew segment was pretty bad...I felt bad for the company, and for Andrew. 
MovePoint I wonder how many segments we didn't get to see 
RELORoundtable Episode showed movers aren't crooks. Everyone on the show demonstrated the professionalism that the industry prides itself on. 

seamlessmoves RT @RELORoundtable: Everyone on the show demonstrated the professionalism that the industry prides itself on.  <--Agreed!

HolmanMoving Absolutely. Made us proud. RT @MovePoint: They did show all of the packers and movers in a very positive light 

Q3 - What moments were a little more difficult to watch?


PortageCartage I didn't like seeing the poor attitude displayed by Andrew in the warehouse segment. 
MovePoint it was kind of painful to see Rich struggle so much with the heavy stuff 
PortageCartage I also wondered if they actually decline every single claim they get, or if that was just an impression made by the editing. 
StephenPeeler I agree! @portagecartage: I didn't like seeing the poor attitude displayed by Andrew in the warehouse segment. 
HolmanMoving I agree with @reloroundtable-for the most part, it was good. Wanted to see more interaction with customers, safety addressed. 
PortageCartage @HolmanMoving Good point on the safety. Nobody told Rich to lift with his legs. 
HolmanMoving @PortageCartage And no one explained background checks, safety records, etc. 
AMSAProMover Could have been edited...@portagecartage: @HolmanMoving Good point on the safety. Nobody told Rich to lift with his legs. 
GoodStuffMoving Crucial point. RT @HolmanMoving: @PortageCartage And no one explained background checks, safety records, etc. 
RELORoundtable Interested in seeing the # of viewers and their honest reactions. AMSA should use the feedback to change their consumer TV offers. 
MovePoint They did show all of the packers and movers in a very positive light 
PortageCartage The show wasn't intended as an ad for UVL. The producers approached THEM. 
PortageCartage @RELORoundtable The comment thread on UVL's Facebook page was very interesting. 

HolmanMoving @PortageCartage @RELORoundtable People are fired up, for sure. 

Q4 - How typical were the employees we saw portrayed in the episode?


RELORoundtable Wonder what most drivers thought when the OTR van operator complained about being gone for two weeks at a time? 
RELORoundtable Many long distance drivers are out generally out six week or more - longer during the peak moving season. 
KingsTransfer @PortageCartage Hard to say. They did say they were showing some of the elite workers a couple of times. Seemed accurate though. 
StephenPeeler Good question, oviously best of breed! Q4 - How typical were the employees we saw portrayed in the episode?  @portagecartage
HolmanMoving @KingsTransfer @PortageCartage I think pretty typical and best in class, Andrew aside. Linda, Jimmy, Ronald and Ruth we fab! 
PortageCartage In my experience, it was pretty accurate. There R lots of superstars in this biz, & a handful of punks with no other job options. 
HolmanMoving @PortageCartage Good point. 
HolmanMoving What does everyone think of women in the business? That was pretty big over here. 
GoodStuffMoving We support them, but it's not the normal image. Unexpected. RT @HolmanMoving: What does everyone think of women in the business? 
PortageCartage @HolmanMoving I know our Mayflower Canada head office has lots of prominent women. It is a male dominant industry though. 
HolmanMoving @GoodStuffMoving Unexpected that it was addressed as a problem, or unexpected that women are in the biz? 

GoodStuffMoving @HolmanMoving So many think of "two guys and a truck". Unexpected that women are in the biz. 

KingsTransfer Sadly.. Regardless of where you work, there will be some Andrews. 
HolmanMoving @ST_U2 Very true. Although, we have a female driver and she kicks some serious butt out there ;-) 
HolmanMoving @PortageCartage Yes, it is. Glad to hear your office has prominent women. Ours too. 
RELORoundtable @HolmanMoving. It's not the women who have the issue. It's the business owners and driver recruiters who look the other way. 
HolmanMoving RT @RELORoundtable: Its not the women who have the issue. Its the business owners, driver recruiters who look the other way. 
MovePoint I think women can/should play pivotal roles in business 
HolmanMoving @RELORoundtable So right. It really needs to be addressed at the agency level. 
HolmanMoving Most definitely. We really believe that over here. RT @MovePoint: I think women can/should play pivotal roles in business 
RELORoundtable Shipper's (both male and female) love when a lady walks through the door to handle their family's move. They immediately relax. 
HolmanMoving @RELORoundtable I can see that. I'd like to get our female driver's opinion on that. Would be cool. 
seamlessmoves RT @HolmanMoving: What does everyone think of women in the business?  <--Non-issue here. Lots of women in moving on west coast.

PortageCartage Well, that's the hour. Great thoughts everybody; thanks for participating! 

Next week the chat topic will be 'After The Move.'

#Movechat Digest: Moving Day

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 Moving Day.  Below is the abridged transcript of the questions and the responses.


Q1 - How can a crew reduce a customer's stress on the day of the move?


xpressmovers Q1: The moving crew is the one that represents the company during the move, so YES it's their priority to reduce the stress 
PortageCartage Our crews are great at joking around with the customer, while remaining professional. Humour always helps. 
HolmanMoving I think its comes down to communication on timing and a great crew that can explain the process and engage with the customer. 
MovePoint Going above and beyond what is expected will help alleviate stress for the customer
HolmanMoving It's also important to ask about fragile items, protect the floors to show the customer that you care about their things. 
PortageCartage Agreed - make sure they understand what the day will look like, especially if it's the first time using a mover. 
xpressmovers It is important that the everyone on the team shows effort in what they do no matter what the circumstances are. 
PortageCartage We had one elderly customer who commented on the crew: "I enjoyed watching their youthful exuberance." Having fun matters!
HolmanMoving I think the move coordinator should discuss tipping prior to moving day. That's stressful for a lot of people (myself included). 
PortageCartage Good point on tipping. It's a rarely used service, so the protocols aren't as well known. 
HolmanMoving Agreed. It causes people a lot of angst. We get a lot of questions about it. 


Q2 - What can customers do to make sure everything goes well on the day itself?


RELORoundtable Ask the customer what their expectations are at the start of the move and then fulfill them. Walk the talk! 
xpressmovers Q2: Customers should be cooperative during the move and let the moving crew do their job to avoid stressful situations 
RELORoundtable Customer should meet w/crew chief privately at start to ask questions, express concerns, outline personal objectives for move. 
HolmanMoving To that end, its important that the crew chief formally introduce the WHOLE crew to the customer. 
movinggal Q2. Packing the things you are taking with you ahead of time really helps because u are not in the way of the crew. 
PortageCartage Clear the snow off any outdoor items ahead of time. 
HolmanMoving They should be organized and pack a box of necessities that they keep on hand, removed from boxes going on truck.Label everything. 
PortageCartage During the summer months, our crews always appreciate lots of water or lemonade handy. No beers please! :) 
RELORoundtable I always suggest the driver explain what the processes are in loading and unloading. 
RELORoundtable That helps direct an inexperienced or anxious customer's expectations and give both parties the opportunity to discuss problems. 
HolmanMoving Pizza is a nice touch too for customers who feel extra generous. 
RELORoundtable During the summer, most crews are grateful just for a cold drink and minute to catch their breath without being criticized. 
movinggal Q2 We always get our crew food on the 1st day. It is a win win because they eat quickly & are always grateful  
movinggal Q2 Crating a pet or having him or her in a back yard helps prevent them from escaping when the crew is working. 
HolmanMoving So true. It's also for the pets protection. They can get hurt running under foot. 
Maritime_Moving Same with kids....not to crate them of course, but to have someone else look after them for the day.
movinggal So true. We have done both had someone watch them and had them around. Having them around is a challenge. 
PortageCartage LOL! If you don't crate the kids, at least put them on leashes. 
HolmanMoving Awww man, not the kids leashes. That's terrible. 
RELORoundtable "That's terrible." This from someone with NO kids ;-) 
HolmanMoving Guilty as charged. No kids. But I'm considering a dog. That's a big step for me! 
LocateLance Leashes are better for dogs - you'll do fine.
HolmanMoving Hehehe. Here's hopin' 
RELORoundtable I used to take a spare wardrobe box and make a 'fort' for the kids to play in. Acted just like a crate for the toddlers. 
RELORoundtable Covered the wardrobe with pads at both ends and they'd play hide-n-seek as we worked throughout the house. 
PortageCartage That's brilliant! 
HolmanMoving I used to love playing in the boxes...and the bubble wrap. Drove my grandfather crazy! Ha! 
movinggal That is a great idea! We have had the kids play with boxes and they loved it- anything to keep them occupied. 
HolmanMoving Great idea.


Q3 - What should a customer expect in terms of protection of the floors and household items?


movinggal Q3 The customer has to discuss this ahead of time with the mover. Have them lay boxes on hard woods to protect the surface. 
QMMAllied A3: Cust should expect blankets, floor runners, bannister protection to name a couple items of protection. 
HolmanMoving We are very thorough. We cover the entire floor with cardboard and moving pads (taped down of course). 
PortageCartage Do you use floor runners, or is that a Canadian invention? 
HolmanMoving Depends. When I moved they used cardboard and pads. Wrapped all banisters in pads too. 
movinggal Q3 I have also had movers put plastic wrap on the carpet which also helps protect it. 
RELORoundtable That's something that should be discussed between driver and shipper when crew is unloading equipment at start of move. 
movinggal Q3 There are just some things that will happen like scraped walls from tight corners. Magic Eraser works really well on those. 
RELORoundtable Some shippers are reluctant to have tape applied to any surface because of previous bad experiences. 
HolmanMoving Tape from box to box, blue tape on wood with permission, of course. 
LocateLance Q3-enough to not nick, ding, scratch, cut, gouge, chip, dent, and otherwise damage the home and property 
PortageCartage We wrap wood furniture in thick pads and secure the pads with tape. A bit more awkward to carry, but much easier on the walls. 
HolmanMoving Same.
RELORoundtable Sometimes sweaty hands and stretch wrap don't mix. Depends on the piece of furniture, and crew experience. 
movinggal True. Experienced crew makes a world of difference. 
Maritime_Moving A3: Floor runners at a minimum should be standard on every move.
xpressmovers We don't use tape of any kind directly to furniture or appliances. It damages no matter what tape you use. Pads before tape always 
MovePoint Agree
HolmanMoving xpressmovers Absolutely, no tape on furniture ever. 
movinggal Q3 Making sure your 3rd party contractors show up to crate and disconnect is also so important. 
RELORoundtable LocateLance, you've really done a excellent job developing the topics at your blog. Very customer friendly! 
LocateLance RELORoundtable wow! Thank you. Hope I'm able to keep up the stamina  http://www.mymovingnews.com
KingsTransfer What about the old tape to tape, sticky side out trick? 
xpressmovers KingsTransfer Nope. It's something we avoid at all cost. Long term storage moves show exactly what I'm talking about. 
PCHousing Q3 Make sure to hire moving contractors that you can TRUST. Referrals frm friends, online reviews can help in making the rt choice 


And lastly, Q4 - If something is broken or damaged on moving day, what should the customer do?


Maritime_Moving A4 Contact their booking agent or salesperson immediately. 
PCHousing Q4 Document all that you can. Cell phone cameras make this so easy. Don't let emotions get the best of you. Communicate calmly 
xpressmovers We hope nothing gets damaged :) In case it does, customer is presented with Claim form from the foreman. 
HolmanMoving Take a deep breathe. Assess the damage and call the move coordinator to determine next steps for claims. Pictures help. 
PortageCartage Don't panic. Document the damage on the paperwork. Talk to your salesperson or ask for the co's claims dept. 
movinggal Q4 Take photos and document the damage in order to make a claim. 
PortageCartage Reputable movers will want to make sure any problems are corrected, as our reputations are on the line. 
KingsTransfer If you with a reputable company, there should be no issue. A photo and and email will probably do. AVL has online forms. 
PortageCartage That pretty much wraps it up for this hour folks. Thanks for the great turnout! See you next week to discuss 'After The Move.'