On the first and third Thursday of the month, movers from across North America participate in a discussion on Twitter, called MoveChat, where stories, tips, and advice are shared. Every week, we discuss a specific part of the moving process. This week the topic was, “Communication Tips for a Smooth Move” and what follows is an edited transcript of the discussion. To view the full discussion, simply log into Twitter and follow the hashtag #movechat.
Q1. Day of the move, which phone numbers should a customer have for their mover?
jkmoving Customers should have the number to their move coordinator and sales rep
HolmanMoving Driver’s cell phone number AND their moving coordinators direct line!
Q2. As a customer, how do you decide who to communicate with?
jkmoving Each company will be different, but for us: Sales rep before move is booked, Move Coordinator after move is booked
HolmanMoving Customers should be proactive and ask to speak with their driver’s ahead of time. It would be a red flag to get a “no.”
Q3. What expectations should customers have when they call their movers?
jkmoving The phone being answered number one. If there is an issue, customer should expect a plan to help deal with issue.
HolmanMoving They should always expect their calls to be answered.
HolmanMoving They should expect their moving coordinator to be nice and helpful.
UrbanBound Also great customer service! It is a very stressful time and there is nothing worse than a bad attitude adding to it.
Q4. Any additional advice for clear communication between customer and mover?
jkmoving Customers should verify who to call, when and that the numbers work
UrbanBound As soon as the mover arrives, setting expectations up front from both parties to ensure a great move & leaving everyone happy.
Previous MoveChat Transcripts: