PERSONAL MOVER CONCEPT
Our entire company-wide efforts are based on being the clients and transferees, personal mover. The moment the job order is activated from a client or a request for our services is made from a private transferee, we begin to learn as much as possible about the customer. Our goal is to please our customers with high quality moving services and make them feel confident about us as their mover.
INTERVIEW
The interview is a very unique way of obtaining the value added information for a successful move. This is the section that bridges the customer’s needs with the mover’s operations. The safe transfer of the customer’s possessions is our main concern. This is assured from the interview and the rapport established with the customer.
Our crews are well trained and well prepared to serve the customer due to a thorough knowledge of their moving needs. We have "special instructions", a "high risk sheet" listing very fragile items included in the shipment, and we have a profile of the old and new home. All of this valuable information is obtained from the customer during the interview. Our interview section could be compared to booking an airline reservation. The software produces a very detailed profile of the customer’s moving information that our crews will use to perform their services.
COMMUNICATION
Our customers have the ability to contact us anytime during the day or night and weekends. We are totally committed to serving the customer by giving them the opportunity to call us anytime. Our "refrigerator notes" is a small note that lists our work and home telephone numbers. The customer will stick this information on the refrigerator door for use during the move. There is a lot of communication required to make the customer confident about their upcoming relocation.
MOVING DATES
Selection of moving dates requires a tremendous amount of planning. Normally, an order is booked with us about three (3) weeks from the actual moving dates. The customer has to fit into a series of dates all of their relocation efforts. The mover’s operation center is challenged to match up resources to fit these periods of dates. Therefore, the more personal involvement with the customer and knowing more about their schedule will make the efforts made by the mover easier. Our usual pattern of operation is to make the move from the old home to the new home within the week. We like to start on Monday and finish by Friday if it is logistically possible.
CONFLICT RESOLUTION
There will be from time-to-time a conflict when serving the customer. We recognize this to be a fact in any business transaction. Consequently, all of our efforts are geared to eliminate confusion at all times. The mover has certain rules , operating patterns, and tariffs that guide their normal business efforts. The customer has their "common sense" rules. Confusion comes in when explanations are not made early enough. We try very hard to explain to our customers our limitations which reduces conflict. We have found that the customer accepts our guidelines easier when they are aware of the restrictions before they make their plans.