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Dear movers, as a journalist and editor, I am vowed to speak the truth and always be unbiased in my statements, and never take any side of the story, to just present facts and figures. Therefore, I need to advise you that this article is solely my subjective opinion, as this is a personal story about me spending a day at a moving company that agreed to hosting me for a day. The company is called Great Nation Moving – an FMCSA licensed and insured household goods mover and a member of the American Moving and Storage Association, based out of Rockville, MD. This is not a sponsored post. As I learned a lot in the field that day, I simply thought that I had to share those really good business practices.
Image may be NSFW.
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The Dream Team
Rockville, MD, 7:30 am., here I am at Great Nation’s office, meeting David and his team who I will spend a whole day doing some field work.
First things are first. It’s time for the morning briefing. Although it’s a busy day, the workflow is real smooth. Everybody has the tasks for the day and is knee-deep in work, and you can enjoy a relaxed environment, with no stress and drama. Everybody seems to love their work.
See, creating a dream team is not an easy job, but remember this: How your customers see any of your employees – a sales representative, a driver, a dispatcher, or even the front desk officer, is how they see your company, how they see you.
Marketing to employees is as much important as marketing to customers and partners. If you are spending thousands of dollars on driving potential clients, but not many (or not any at all) on training your employees and creating the best working environment for them, then do not wonder why your booking ratio is still that low. You are breaking the law of the satisfied employee. Happy employees are the reason for more happy customers and respectively more profit for you.
Invest in finding good talents, engage them, value their work and show appreciation. Mentor and educate those who are not delivering the needed results, deal with those who misconduct, give employees opportunities to develop new skills and grow, and show recognition to those who outperform.
In-Home Estimates Done Properly
9:30 am, It’s time for the first in-home estimate for the day, so here we are at the customer’s home. After a brief introduction, it’s time to do the walk-through. Room by room all items are being examined.
In conclusion, I would say, one should never try to sell meat to vegetarians. When you do in-home estimates, which you should do whenever possible, before you speak, ask questions, before you assume, observe. Read between the lines. Different clients need different approach. Always revise your presentation based on the particular customer.
If you are moving a family with a pet, a dog for example, offer to take care of the pet, so it does not intervene the work of the crew on moving day. If you are moving a business, then think of a schedule that will least disrupt their productivity.
Most of all, this is the time to show leadership. Moving usually follows some other change in your customer’s life. That is why all the stress. Thus, make them feel relaxed and let them know they will be safe during the move with you, and they would be willing to give their money to you. Don’t just rush the survey. Answer any questions the client may have and inform them on the process step-by-step.
You shouldn’t promise any arrangement that your company wouldn’t later be able to deliver. If you think the customer has unrealistic expectations, resolve them now.
If the customer doesn’t have a moving date, or has too many “undecided’’ or unpacked items, explain them how that will affect their final price and help them reach decision.
Moving Day is Not for Amateurs
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Moving Day is Not for Amateurs.
As a writer for a moving related media, my knowledge of moving has always been rather theoretical. And, we have all seen those photos of happy “movers” chatting around with broad cheesy smiles, carrying (or more like pretending to carry) boxes. In reality, professional movers are not top models who look like they are posing for Vogue or Vanity Fair, they are ordinary-looking men with extraordinary physical abilities, I would say.
Attending moving day in Great Nation, I was able to observe the whole process real time.
It all starts with a good preparation. At the warehouse, the crew assigned to the moving job is preparing all the needed equipment for the job, plus some extra packing materials in case such are needed.
At the client’s home, it’s all about organization and optimization. Time is a resource that needs to be used wisely. The foreman will review the situation and decide on a plan of action, so everybody is doing their part of the job and job is finished timely and efficiently.
Looking all those men working without rest, there is no idling, no rambling speech, each movement being like meticulously calculated, I have never realized how much discipline, endurance and self-motivation is needed for that kind of job, despite the physical strength of course.
The Frustrated Customer
It’s almost noon, phone has just rung and it turns out to be a problem with a customer. The latter was supposed to have their belongings packed before movers arrive at their home, which hasn’t happened. All that will result in change of the initial price that has been previously agreed on. Customer is not happy with the situation.
Since it’s a local move, David and I leave the office to go to the customer’s house. It took him less than 10 minutes to thoroughly and accurately explain the customer why the change in the price. Problem is solved.
Once in a while, glitches occur. The time when your reputation is at stake. And, it doesn’t matter if it’s your team who has messed up with the moving job, or your customer has a bad day and is just overreacting, acknowledge it. When a conflict arise, you need to be there, to tackle it before it goes out of control.
If it is your mistake, own it. Do not try to cover it up, or act like nothing has happened. Apologize and let the customer know that you have done your best to prevent the issue from occurring, offer a compensation. Keep the lines of communication open, always. I mean it. Bad reviews usually start with “They hung up on me.” or “Nobody is answering my requests.”
In some cases, it may be that the customer is too stressed and their complaint is totally overrated. In fact, their complaining may have very little in common with the actual moving service. Even if the customer acts disrespectfully, do not engage in that kind of behavior. Do not lose your temper. Yelling at clients only exposes you as inadequate and poor in resolving disputes.
Talk to the customer and find out what is the real reason behind the frustration. Ask the right questions and show them that you have done your best to meet their requirements.
The Future
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Great Nation’s brand new office in Gaithersburg, MD
It’s around 5 pm and it’s farewell time for me. It’s surprising how much you can learn in the field.
As it is said: A conversation with a wise man is better than reading 10 books. And here I am on my way back to home. My brain is trying to process and analyze tons of bits new information at the speed of the light. There are so many new questions arising in my mind. What is next? If I were a business owner, what would be the most significant questions I need to find the answers to:
How do I see my company in 5 years? What motivates my work? How often do I innovate? Is my business technology friendly?
David and his team have already found their answers. They have just bought a new warehouse and a new truck to add to their fleet. They are not afraid to use the best technology to achieve maximum efficiency in their work. Company is expanding. They use the best possible tools and materials to take care of their customers’ belongings.
And, what I liked the most about Great Nation, is their aspiration to create value. No, it doesn’t matter if you have 4 trucks, or 40 trucks, or a fleet of 4000 trucks, you can always find a way to create value for your employees, your customers and your community, and it will always pay back. We all know about the the butterfly effect. A butterfly can flap its wings in one side of the world and cause a tornado in the other side of the world.
See, it’s not about being flawless. As leaders, as human beings we are imperfect and we do make mistakes, and then we find a way to move on. However, as much as it is a well known cliche, it is your attitude that will greatly influence how far you will go and how successful you will become.