MoveChat – What to Discuss Before, During, and After the Move

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, “What to Discuss Before, During, and After the 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. What should the customer let the sales rep/ customer service/ driver know prior to moving day?

jkmoving Verify the address, and explain details of the location (elevator? distance from road? bridge?)

PortageCartage Start with stating what your expectations are to make sure they can be met. Applies to sales rep, packers, driver.

HolmanMoving They should definitely let them know about any special needs, like very fragile items or last minute problems.

HAuston The intended move schedule, the plan for handling high value articles.

HAuston any last minute packing, changes, etc.

PortageCartage In the sales process, we look for “pain” – i.e. what went wrong on previous moves? Then we make sure that doesn’t happen again.

HolmanMoving In apartments, doormen are a big deal. They should let the know if there is one and/or who to ask for the service elevator.

jkmoving @HolmanMoving Agreed, that’s why arrival time is so important for apt moves, need the service elevator

MayflowerCanada When #moving let the packers and drivers know of all of your high value items and if they need special attention

MayflowerCanada Let your #moving professionals know if you have any pets – such as dogs and cats

Q2. What should the customers expect a driver to do when they first meet?

jkmoving We have our drivers roll out the red carpet while introducing themselves and crew

PortageCartage Driver should introduce self & crew, review paperwork, explain how the day(s) will unfold, and do a quick walkthrough of home.

HAuston Introduce crew, verify work schedule, walk-thru home, protect home, discuss placement of truck

HolmanMoving @HAuston Great point about discussing placement of the truck. It sounds obvious, but cars will need to be moved!

HolmanMoving This is a great time to show the driver any special items, too.

jkmoving If something has changed in the scope, and the customer hasn’t yet told the company, now would be the time

HolmanMoving For bigger moves, you will want to discuss what happens each day.

HAuston Answer any questions!

MayflowerCanada Let the driver know of changes, right away #movechat – ask any questions you would like answered before the crew starts the

HAuston Establish who is in charge of the crew. Not always obvious.

Q2A. This is kind of along the same lines but are there any questions a customer should expect from a driver?

HAuston The driver needs to be clear on what is important to the customer and communicate that to his crew!

jkmoving The driver should know who the point of contact is if they have any questions.

PortageCartage Driver should confirm contact information for customer en route & at destination. Sometimes that’s overlooked before the move.

HolmanMoving The driver will probably ask about other entrances to the home, stairways, pets, fragiles…

HolmanMoving The driver may also ask to know what’s being left behind so that it doesn’t get packed by accident.

MayflowerCanada The driver should remind the customer of hazardous items that cannot be

Q3. How can the customer work with the driver and crew to make it a better experience?

jkmoving Let the driver and crew do their jobs, but be ready to answer any and all questions

HAuston Be available to answer questions, verify inventory

jkmoving Customer should not leave until the movers leave

HolmanMoving Ok, this is going to sound silly, but provide a bathroom! Just came up the other day!

PortageCartage Realize it’s hard work – have water & cups on hand. Remember they may need to use your washroom.

HolmanMoving The customer should clearly mark any items needed right away so that they can go last on the truck!

PortageCartage It helps to have rooms labeled, esp bedrooms, so you can say “Put that in Mike’s room.”

HolmanMoving It’s always nice to provide water and/or gatorade, especially during the hot summer months

HolmanMoving Obviously, we are animal lovers at Holman, but please make sure pets are not underfoot. Heavy items + stairs + Fido = disaster.

Q4. What, if anything, should the customer discuss with the sales rep/ customer service/ driver about the destination?

HAuston Arrival time, landscape, HOA restrictions, contact info after the move

HolmanMoving Landscape is a big one! And flights of stairs 🙂

MayflowerCanada The customer should let the crew know who will be at destination to receive the goods after the #move

jkmoving Landscape, amount of stairs, truck access

MayflowerCanada Confirm their email, cell phone number changes or destination phone number is accessible for contact

HAuston Any special needs, changes in address, extra stop-offs

HAuston Acceptable method of payment.

We hope you enjoyed reading the transcript and we welcome you to join in the next chat. MoveChat takes place on the first and third Thursday of the month at 2 p.m. ET. Join in and learn from the pros.

Previous MoveChat Transcripts:


  1. Pets under foot is one thing, kids are another. Moving is exciting to watch – but kids can get hurt. Make arrangements to have them cared for by a friend or family member on move day.

  2. About q4: Make sure the customer is aware of when the truck may arrive at destination. I have talked to many customers who make the assumption that all moving companies load up their possessions and head straight from point A to point B.

    1. That is an excellent point. Customers also need to realize that trucks are not always allowed on the same roads as cars, so travel time may be longer for the truck.

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