Penske Vs. U-Haul: Is Penske a Cheaper Alternative to U-Haul?

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With the way U-Haul advertises its pricing—“as low as $19.95”—the ubiquitous rental truck brand might seem like your most affordable option at first glance, but how does it really stack up against other rental truck companies like Penske?

We recently rented a Penske truck for the same local move for which we rented a U-Haul, allowing us a rare opportunity for a mostly apples-to-apples comparison.

What happened? Hint: The answer to the question “is Penske more expensive than Uhaul” isn’t super obvious, but we’ve got some tips to figure out which is the better option for your move. 


Penske Vs. U-Haul Price Comparison

Let’s just get down to brass tacks.

For the exact same local move using the smallest size truck, we came to the conclusion that Penske is generally more expensive than U-Haul for short-distance local moves. 

However, when you crunch the numbers:

  • Penske is generally the more affordable choice for local moves over a certain number of miles, as well as
  • Situationally more affordable for long-distance/one-way moves (read on)

In my mid-market region of Tampa, we calculated the magic number where Penske becomes the better option to be 107.7 miles. Sounds specific? That’s because we did a little math based on both Penske’s and U-Haul’s current 2022 mileage fees (more on that later, too).

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Here Are My Penske and Uhaul Bills

I did two identical 8-mile moves with U-Haul and Penske, and I included the most basic insurance coverage you can buy.

Not including gas (which will definitely matter the more you drive), here was the bill:

U:Haul: $44.89 

Penske: $61.17 

 

“Penske trucks average 17% more fuel efficiency than U-Haul for their regular unleaded vehicles, and are up to 23% more efficient than U-Haul with their larger diesel trucks.”

 

Before we REALLY break down these numbers, here’s what our final bills were based on:

  • It was a local move (a total of 8 miles)
  • We rented the smallest rental trucks available (10-foot model for U-Haul, 16-foot for Penske)
  • We bought the cheapest basic insurance options

Note: Wondering why you see a 16-foot Penske up there?

In order to make an accurate comparison for a small move, we tried to rent the 12-ft. Penske box truck, as this is their smallest box truck size (they don’t have a 10-footer like U-Haul does). However, the Penske dealer nearest us only had the 16-ft truck available. However, they claimed it was the same price anyway as the 12-footer ($29.99 per day), so we’re laying out all of the following as if we had rented a 12-foot truck.

 

 


Penske Vs. Uhaul: The Basic Cost Difference in Fees (Local Move)

 Penske 12-Ft. Box Truck (Smallest Size)   U-Haul 10-Ft. Box Truck (Smallest Size) 
Starting Price $29.99* $19.95
Cubic Feet  450 ft3  402 ft3
Mileage Fee  .79 per mile .99 per mile
Vehicle Licensing Recovery Fee $2.50 $0.00 
Environmental Fee $4.00 $1.00
Most Basic Insurance $20.00 $14.00
Total Starting Price (Before Driving) $56.49 $34.95
*Starting prices vary regionally for Penske. The ones you see above are based on the Tampa Bay region pricing, a mid-market. We’ve seen as much as a $20.00 difference (starting at $49.95 for the 12-ft. truck) in places like Buffalo, New York.

 

Note that the difference in the total starting price—the barebones cost before you drive off the lot and start racking up miles—is $21.54. Yes, U-Haul was $21.54 cheaper than Penske… to start with

U-Haul continues to have the price advantage up until a certain point, depending on the mileage cost difference. (That’s because U-Haul’s cost per mile was 20 cents more expensive.) But up to what point does this start to matter?

penske truckWhen does U-Haul’s more expensive mileage fee start to matter?

We calculated when the distance driven in a U-Haul starts to overtake the price savings, which is $0.20/mi. ($0.99/mi. – $0.79/mi.).

So $21.54 ➗ $.20/mi. = 107.7 miles.

I get it, math is hard. But what this means is that once we hit 107.7 miles driven for our move, Penske started to have a competitive advantage price-wise with respect to the MILEAGE RATE (the added fee per mile driven).

But note that this doesn’t even account for any miles per gallon savings. Uh, so what does that mean?

Penske trucks are generally more fuel efficient

Guess what? Penske trucks by and large are more fuel efficient than U-Haul trucks!

This means, for example, if you’re renting the 12-ft. or 16-ft. regular-unleaded Penske trucks—which once again are more fuel efficient than U-Haul’s—you might save over 25% on gas (way more about this later). 

You can imagine how much of a difference it would make if the gas mileage jumps up even just $.20/mi. for U-Haul. In this hypothetical case, it would divide the number of miles you’d need to drive in order to start saving from Penske in half. 

 

“Besides its size, truck availability in your area will heavily affect the price of your Penske truck.”

 

Don’t forget to factor in doing local round-trips

All this being said, our personal rental journey was a very small move. Eight miles total is teeny-tiny! But keep in mind it’s usually not too difficult to rack up more miles than that.

For example, say you’re moving 15 miles away, but need to make three round trips to get everything. Those three roundtrips can add up to at least 90 miles, and that doesn’t even include your little detour to Chick-fil-A for lunch.


Penske Vs. U-Haul Truck Rental Costs

How much are Penske rentals? Well, for starters, average Penske truck rental prices typically go between $30-40.

As of this writing, Penske and U-Haul advertise the following sizes, from smallest to largest.

uhaul trucks
U-Haul truck options – Uhaul.com

 

Penske vs. U-Haul Truck Prices
Penske* U-Haul
Cargo Van – ~$39.95 Pickup Truck – $19.95
12’ Box Truck –  ~$29.95 Cargo Van – $19.95
16’ Box Truck – ~$29.95 10’ Box Truck – $19.95
22’ Box Truck – (Price not advertised) 15’ Box Truck – $29.95
26’ Box Truck – ~$299.99  17’ Box Truck – $39.95
20’ Box Truck – $39.95
26’ Box Truck – $39.95
*All starting prices are based on monitoring one mid-market region.

 

penske truck rental
Penske truck options – Pensketruckrental.com

 

U-Haul offers roughly 2-3 more options than Penske does depend on your location—a pick-up truck and a ~17-ft. box truck. The sizes are different, so an exact comparison is kinda tricky. But we can say that Penske trucks generally have between 1-2 extra feet of truck compared to every U-Haul option, except for the larger 17-ft. U-Haul truck.

Remember, starting prices for rental trucks vary regionally for Penske. Meanwhile, local U-Haul truck costs are typically consistent everywhere.

Yes, we tried, but we couldn’t get a clearer picture of all the Penske truck rental prices for our area… and Penske keeps it vague on purpose.

Penske Truck Prices Vary Daily

Why do Penske prices vary?

Besides its size, truck availability in your area will heavily affect the price of your Penske truck. Most importantly, this means it’s gonna be more expensive in the summertime when everyone is moving. (We’ll break down the logic of this pricing policy in the long-distance section down below.)

When we asked Penske how much the day rate was for their 22-ft. truck, they told us they had none available that day, but they reportedly could be “Sometimes $59.00, sometimes $69.00, sometimes $100.00.”

Well, how much is the biggest Penske truck?

penske truck
Largest Penske truck – Move.org

Upon further digging, the day rate quote for the 26-footer in Buffalo, New York was $299.99! In Columbus, Ohio, it was also $299.99!

 

“…Penske trucks generally have between 1-2 extra feet of truck compared to every U-Haul option, except for the larger 17-ft. U-Haul truck.”

 

It seems $299.99 tends to be the standard pricing across the board for the massive truck size, at least during the busy season. But remember, as people stop moving so much, these larger trucks won’t need to be schlepped around city to city to accommodate the high demand, driving down their price.

Can you rent a Penske truck for more than one day?

If you’re doing an in-town move and dropping off the truck at the same location, you can rent a Penske truck for as many days as the truck is available.

The same per-day rate would apply for each day. The same goes for U-Haul. You can rent your truck for as long as you need, as long as it hasn’t been reserved by someone else.

Note: Make sure you drop off your Penske at the same location if you’re doing a local move. Just as with U-Haul, you may be charged a convenience fee or more (this can vary by location, as there is no universal rule).

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Penske’s Trailer Rental Options

Penske offers just two trailers, and they’re both for towing vehicles, not stuff.

If you’re moving and need to tote your car along, you might be wondering which you should choose.

In terms of functionality, they both get the job done in their own way. Also, there is a notable difference between Penske and U-Haul’s trailers: no hitch installation is necessary with Penske! But unlike U-Haul, there are no utility trailers, cargo trailers, or motorcycle trailers for rent from Penske.

Here’s how the two Penske trailer options compare.

Penske Tow Dolly

penske tow dolly
Penske tow dolly – adamsrs.com

A tow dolly operates by having the front wheels of the vehicle strapped onto the hitched dolly, while the back wheels of the vehicle are pulled along the road. 

  • A tow dolly cannot be safely reversed, so you’re committed to forward motion only
  • A tow dolly cannot safely or easily tow four-wheel or rear-wheel drive cars

Note: If you’re using a tow dolly and your vehicle is rear-wheel or four-wheel drive, the drive shaft must be disconnected—otherwise your transmission may be badly damaged! 

For a full “tow-dolly” instructional, watch the video below. 

 

Penske Car Carrier

Penske car carrier
Penske car carrier – digitalcorvettes.com

A car carrier carries all four of the vehicle’s tires on its bed. 

  • A car carrier can be reversed
  • A car carrier safely tows any vehicle within its size/weight restrictions

 

Here are the technical specs of both of these trailer options, per Penske’s website.

Since Penske doesn’t allow the towing of non-Penske trailers, carriers, or dollies, and because their hitches are specifically engineered for their own proprietary equipment, you have to rent a Penske truck if you rent a Penske tow dolly or car carrier. This would also mean that “4 down towing” (that is, four wheels down) isn’t an option with Penske because they don’t have the equipment for it (that said, 4 down towing isn’t as safe, anyway).

If you’re looking to rent a trailer for your OWN vehicle to tow, your better bet is U-Haul. With U-Haul, however, you still need to make sure you have the proper hitch on your vehicle, so if you don’t have one, you’ll need to include hitch installation in your budget, which can be pricey!


Penske Vs. U-Haul Mileage and Gas Fees

In general, for U-Haul, the added price per mile for in-town fees (i.e., local moves) seems to be region-specific, while Penske’s is always the same.

U-Haul

We’ve seen U-Haul’s mileage fees as low as $0.79 (e.g., Buffalo, New York), and as high as $1.19 (e.g., Portland, Oregon). U-Haul’s mileage fees tend to be more expensive than Penske’s mileage fees.

Penske

However, with Penske, at least for now, the mileage fee remains consistent across the country: $0.79 per mile

For shorter moves, U-Haul’s higher mileage fee doesn’t make much of a difference, cost-wise. But once you get up into the 80+ mile range, you can see it really adds up.

Penske Local Move Mileage Fees (the Tacked-on Cost Per Mile)

Check out this chart for our own mid-market move in Tampa Bay:

 Miles Driven   Penske Mileage Fee   U-Haul Mileage Fee 
8 $6.32 $7.92
20 $15.80 $19.8
40 $31.60 $39.60
80 $63.20 $79.20
160 $126.40 $158.40
200 $158.00 $198.00
This chart is based on Penske’s $0.79 mileage fee and U-Haul’s $0.99 mileage fee for the mid-market Tampa Bay region, as of 8/7/2022. 

 

That’s a savings of $40 by using U-Haul!

Now let’s see what it looks like if we do the same thing with the higher Portland, Oregon prices (Penske: $0.79, U-Haul: $1.19):

 Miles Driven   Penske Mileage Fee   U-Haul Mileage Fee 
8 $6.32 $9.52
20 $15.80 $23.80
40 $31.60 $47.60
80 $63.20 $95.20
160 $126.40 $190.40
200 $158.00 $238.00

When mileage fees contribute more to your bill, you’d save a whopping $80 by choosing Penske!

With a price differential this big, this is where you begin to see substantial savings from Penske on a longer mileage move with same-location drop-off. Not to mention the added miles per gallon (MPG) gas savings.

How do Penske’s gas fees work?

gas pump

Gas fees simply refer to any costs associated with how much gas needs to be in the tank when you return the truck.

Penske estimates how many miles you will go and charges you for estimated gas usage ahead of time.

For example: For same-location drop-offs (i.e., local moves), the $0.79 per mile fee is tallied up after you return the vehicle. For us, they included 50 miles already baked into our rental quote. From there, however many miles you go under or over this number will be credited or debited from your final bill.

So if the quote seems more than expected, this could be because they automatically estimated a 50 miles minimum. There is, however, no actual minimum mileage fee! Keep this in mind if you collect local move quotes from other truck companies, such as U-Haul or Budget.

 

“…you have to rent a Penske truck if you rent a Penske tow dolly or car carrier(i)f you’re looking to rent a trailer for your OWN vehicle to tow, your better bet is U-Haul.”

 

Do I have to fill my Penske truck with extra gas?

Regardless of how much you use, you are expected to return your truck with the gas tank filled to where it was when you picked it up.

But a word to the wise: All of these trucks have pretty enormous gas tanks, so don’t overfill! This could cost you. Bring the gas gauge up to full, and stop there. It might be best to fill based on the miles you drove. Just take a look at the gauge! Otherwise, it could cost you another $20 or more to top it off. This is actually what happened to us! We drove 8 miles and spent $17 in gas topping it off (oops!).

Click here to learn more about how to save gas money on your Penske truck.

How much mileage do Penske trucks get?

penske mileage

Penske trucks are actually well-known for their fuel efficiency. Compared to U-Haul, Penske gas mileage stacks up quite well.

Penske trucks average 17% more fuel efficiency than U-Haul for their regular unleaded vehicles, and are up to 23% more efficient than U-Haul with their larger diesel trucks

This is another factor that works in the consumer’s favor for medium to long same-location moves (meaning you pick up and drop off the truck at the same location). The downside is that the two largest Penske trucks are diesel, and diesel gas prices are on the rise. So, a clear picture of actual savings becomes difficult, since U-Haul has no diesel trucks—here, it’s apples to oranges.

Sources: https://www.uhaul.com/Truck-Rentals/15ft-Moving-Truck/https://www.pensketruckrental.com/commercial-truck-rental/commercial-trucks/one-way-fleet/12-foot-truck/

 

Does regular unleaded vs. diesel matter?

It depends on the economy!

At the time of this writing, diesel fuel price per gallon is slightly over $1.00 more than regular unleaded in our neck of the woods (Central Florida). In the 2000s they were basically neck and neck, whereas, in the 1980s and 1990s, diesel was up to 50% cheaper. But since gas prices are so volatile right now in 2022, prices could still change at any moment.

It’s important to check your local gas prices before moving day, as the more miles you rack up, the more dough you might save… or lose! If you want to know an exact cost difference, weigh the price of diesel against the vehicle’s MPG (mileage per gallon) to get a true comparison.

U-Haul (Unleaded) Vs. Penske (Sometimes Diesel)

U-Haul has no diesel trucks, while only Penske’s two largest trucks use diesel (as of this writing). This theoretically could matter for your final truck cost.

diesel fuel penske

For example, let’s say you travel 40 miles for your move in a 20-ft. U-Haul truck (which gets 10 miles to the gallon). You would need four gallons of regular unleaded gas, totaling $15.56 in unleaded fuel.

Now, let’s say you drive the same 40 mi. in Penske’s 22-ft diesel truck, which gets 13 mpg. This is 40 ÷ 13 = 3.08 gallons needed.

3.08/gal. x $4.99 per gallon = $15.36 in diesel fuel. 

So even at the current, absurdly high rate of diesel fuel, you still miraculously save about $0.05 per gallon because of Penske’s decent MPG. This means absolutely nothing to a short- to medium-distance move. But if diesel ever goes back down (or up!), it could still make a difference there.

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One-way Drive: U-Haul Vs. Penske Long-Distance Moving

penske truck long distance move

We’ve talked a lot about local moving with Penske vs U-Haul. Now let’s dive into long-distance moving for a bit.

Long-Distance Move Mileage Fees (i.e., the Tacked-on Cost Per Mile)

If you’re driving a rental truck “one-way” (meaning you’re leaving it somewhere different than you picked it up), rental truck companies almost always charge a different mileage fee for that.

Here are Penske and U-Haul’s long-distance mileage fees:

Penske: None!

U-Haul: $0.40/mile for anything beyond the expected mileage that U-Haul declares is necessary

Does Penske truly have unlimited miles? 

Yes.

Sure, with U-Haul, there’s no limit to the number of miles you’re allowed to drive either—but you have to pay for each mile. But Penske’s huge selling point is that you get “free” unlimited miles with one-way (i.e., long-distance) rentals.

What this actually means is this: You get a quote, and that quote includes an estimated number of days you get the truck that’s based on what you told them you are gonna use the truck for. Within that time frame, you can drive as many miles as you want!

As long as you bring it back to the designated location on time, the price stays the same. Indeed, if you are on your way from Florida to California, you may want to take the scenic route and treat it like a road trip, if you’ve got the time. 

 

“When we asked (Penske) how much the day-rate was for their 22-ft. truck, they told us they had none available that day, but they could be ‘Sometimes $59.00, sometimes $69.00, sometimes $100.00.'”

 

Watch out though! For every day you go beyond the agreed-upon contract, an additional $100.00/day will be charged, so make sure in advance of your move that you can stick to the estimated number of days. With U-Haul, you’ll be charged $0.40/mile for anything beyond the expected mileage that U-Haul declares is necessary for your move.

But wait, what’s the standard cost of a long-distance Penske move?

Penske

Sure, you get unlimited miles, but what’s your total quote actually based on? We called Penske to get some information on long-distance moves, since there is virtually no pricing information on their website.

Well, the bad news is that there is no standard pricing for Penske long-distance moves; it’s based on unique factors every single time.

Besides the distance between places, Penske explained to me how big of a factor TRUCK AVAILABILITY is during your quoting.

Why does Penske’s truck availability impact a long-distance quote so much?

Penske passes along the cost of truck fleet transportation to its customers.

For instance, at the time of this writing, a trip from Tampa to L.A. in 2022 would cost over $3,000, because there are too many Penske trucks in Los Angeles right now, and they need to get moved to other areas of the country (it would cost Penske more money if they were to drive those trucks back across the country where they’re needed).

On the other hand, a trip from Tampa to Chicago would only cost about $600 (with a AAA discount) right now, because they need more trucks in Chicago.

AAA PenskeUltimately, due to supply and demand, there simply is no fixed rate that you can count on for long-distance moves. It’s all happenstance. In short, you just have to call and get a quote.

Huge Protip: Penske’s AAA discount can save you up to $200 on long-distance moves, so it’s worth it to become a AAA member if you aren’t one already because currently, this discount alone will more than cover the cost of your annual membership (which currently ranges from $59.99 to $119.99).

The Big U-Haul Vs. Penske Long-distance Cost Takeaway

You ultimately need to tally up these four main factors when deciding on taking a U-Haul or a Penske truck for a long drive:

  • Current avg. gas prices (it will change along your route)
  • MPG for your truck size of choice (Penske is almost always better than U-Haul here)
  • The type of fuel required (unleaded or diesel)
  • The estimated number of miles you’re going to drive

Only if you know that stuff will you actually know the expected costs between a long-distance Penske and U-Haul trip.


Other Major Cost Factors

There are other variables besides truck size, local vs. long distance, and gas that will impact your final Penske bill.

Penske Insurance Vs. U-Haul Insurance Breakdown

U-Haul offers two insurance packages, whereas Penske offers four levels of insurance. (We broke down U-Haul’s insurance here; see the chart below for a quick-and-dirty version.)

Do I HAVE to buy rental truck insurance?

No. Both Penske and U-Haul have an opt-out (of insurance) waiver option, which would still leave you with the aforementioned “basic insurance price,” but might also leave you feeling like you’re taking a risk.

Luckily, both companies have a few different insurance packages if you’re worried about cost. Keep in mind that depending on your specific move, some situations may actually require insurance.

 

“Penske advertises that if your truck were to suddenly break down on the side of the road, they’d come and rescue you for free.”

 

For example, if you’re an established moving company in need of an extra truck for the day, there’s a chance your business insurance doesn’t include rentals and therefore you won’t have a choice to opt-out. And in general, an individual’s auto insurance plan likely doesn’t cover moving truck rentals.

What are the different Penske and Uhaul insurance options?

The pricing below was quoted to us based on our single-day in-town move in Tampa Bay with the smallest-size box truck available.

Here are U-Haul’s insurance policies:

 U-Haul Policy  Included in Coverage Price
Safemove®  Up to $80,000, with some exclusions; covers medical/life for you and your passengers, damage to truck and belongings  $14.00
Safemove®

Plus

Above Safemove® benefits plus exclusion- free damage to truck and $1,000,000 in supplemental liability coverage $28.00

Compare these to Penske:

 Penske Policy  Included in Coverage Price
Basic Penske equipment damage $20.00
Standard Penske equipment damage, third party and injury claims (up to $1,000,000) $44.18
Value Penske equipment damage, third party and injury claims, cargo damage $49.76
Plus  Penske equipment damage, third party and injury claims, cargo damage, personal accident injury (PAI)  $53.55
Source: https://www.pensketruckrental.com/renting-from-penske/coverage/#coverage-01 

How do insurance coverage for tow dollies and car carriers work?

Penske’s Basic $20.00 plan covers “Penske equipment damage” which covers, well, Penske equipment—the towing equipment and the truck.

But, if you’re towing a car and you get the “Plus” insurance, you still aren’t fully insured because… guess what? Now you have a car trailing behind, which is neither “Penske equipment” nor traditional “cargo.”

 

“…there is no standard pricing for Penske long-distance moves; it’s based on unique factors every single time.”

 

In addition to their four listed policies, Penske also offers TWI (towing insurance). This is to insure your car for towing, and it covers any collisions resulting in damage to the towed vehicle. We were verbally told this policy would cost about $120.00 or more for a long-distance move (from one city to another). If you’re doing a local move with a same-location drop-off, TWI is just $7.50 per day.

Does “Penske Roadside Insurance” cost money?

The short answer is no. Penske advertises that if your truck were to suddenly break down on the side of the road, they’d come and rescue you for free.

But if it turns out there was damage to the truck (such as an accident), then you will probably be on the hook for damages if you didn’t opt for insurance—possibly even if it wasn’t your fault. Still, if a tire blows out or the engine overheats—things that are largely out of your control—Penske has a network of emergency roadside assistance companies and 22,000 qualified service vendors to get you back up and running.

Penske Cleaning, Damage and Other Turn-in Fees

Good news! Penske doesn’t have any standard hidden mileage or turn-in fees.

They make it pretty clear with their vehicle return checklist what you should and shouldn’t do. Out of common courtesy, we know you wouldn’t leave your fast food wrappers lying about anyway, but it’s important to know there are potential fees that may be incurred for vehicle uncleanliness. Overall, as long as the vehicle is returned clean, on time, filled with gas, and without damage, you are in the clear.

Penske Vs. U-Haul: Supplies and Equipment

penske mover dolly hand truckPenske’s business model seems to involve fewer official brick-and-mortar stores and more authorized dealers compared to U-Haul. You may have seen a few Penskes at Home Depot for instance, as Home Depot is one of Penske’s rental partners.

 

“…U-Haul doesn’t offer any military, business, student, or partnership discounts.”

 

This means if you rent your truck via Home Depot, it is there that you will probably want to rent any moving equipment such as dollies and purchase any materials such as boxes, tape, blankets, markers, etc. If you rent your truck from a different dealer (as we did), it’s up to them what they carry in terms of rentals and materials for purchase. To be sure, it will certainly vary from location to location (our location was an auto mechanic shop and carried no moving supplies), so you’ll have to check your local dealership yourself.

You can always purchase materials from the Penske website here.

U-Haul Vs. Penske Moving Labor

U-Haul, it would seem, simply refers you to moving companies using the U-Haul website. Penske, on the other hand, is partnered with a single company that connects people to people who supply the laborers in your area.

In all transparency … 

Are movers actually worth it?

If you’re on the fence about getting some help moving, here are some reasons to consider hiring movers:

  • Primarily, they really know how to pack a truck. They are essentially Tetris Masters. One efficiently packed and properly loaded truck can hold up to three improperly packed trucks. This saves trips, which in turn saves money. And try as you might, most homeowners typically don’t know how to load as efficiently as movers
  • They can make a move easy (well, easier). A good moving crew is Johnny-on-the-spot, in and out and wasting no time
  • They’re insured (if you hire qualified movers). When you think about it, you yourself aren’t insured to move your things. It’s a bit of a silly thought, but it’s true (although homeowners insurance may potentially cover damage as long as it happens on the insured property, not in transit). On the other hand, most of your items are actually covered when you hire movers in case of damage or loss

In short, movers take the stress off you and save you time and money, and who wouldn’t want that?

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Penske Vs. U-Haul: Other Things You Should Know

Believe it or not, there are still other useful things to know!

Can I pay for a Penske truck with cash?

You can pay for Penske in cash at final billing, but you’ll need a credit card to secure the reservation beforehand. You’ll pay cash at the time of pick-up, but no matter what, you need a card (the same goes for U-Haul). Also, Penske doesn’t accept cash payments over $5,000.

Deposits

Even though we were given a quote on the phone for $70, we had to put down a chunky deposit to rent a Penske truck.

In our personal experience, they put a hold on our card for $242.40. This included a deposit of $150, plus Penske’s estimate of what our costs would ultimately be. For some reason, this amounted to $92.40, which is not what our quote was originally.

However, they credited us $181.23 when we returned the truck. So the final bill came to just $61.17, which is about what we expected to pay. At the end of the day, it all squared up, but why the initial deposit was so much is not exactly clear. U-Haul requires a deposit of just $100, which, unlike Penske, includes your estimate.

Are there Penske discounts? Can you haggle with Penske?

Haggling is not for everybody, but if that’s your thing, you’re welcome to give it a try. A lot of us (myself included) just want transparency and consistency with no funny business.

Penske HireAHelper Discount
Get a discount when you use both HireAHelper and Penske (click image).

Below is a thorough list of ways to save more money with Penske discounts. Something to keep in mind is that U-Haul doesn’t offer any military, business, student, or partnership discounts.

Source: https://www.pensketruckrental.com/search/?q=discounts  

 

Are the wheel wells different in Penske trucks vs. Uhaul trucks?

Wheel well inside of a U-Haul truck

While U-Haul has wheel wells, Penske has none.

Okay, but what are wheel wells anyway, and why should you care? Wheel wells are simply where the wheels come up inside the back of the truck. Wheel wells aren’t by any means a deal breaker, but they can be a mild nuisance. They really only cause difficulty if you’ve packed the truck up to the wheel wells only to find that your next item happens to (unluckily) be a couple mattresses, a dresser, or something bulky that doesn’t quite fit in between or on top of them, creating an unlevel packing surface. It’s a bit of a first-world problem for movers. 

Are Penske trucks nicer than Uhaul trucks?

In my opinion, Penske trucks are a notch above U-Haul trucks. But I mean, a truck is a truck, so does it really matter? They both have cold A/C and AM/FM radio with aux input, and both companies keep their trucks clean and regularly maintained for the road. That’s about all most people ask for.


The Final Bill: My Total Rental Cost (Including Mileage Fees and Everything)

For two identical 8-mile moves with U-Haul and Penske, we ended up spending $44.89 on our U-Haul truck and $61.17 with our Penske truck, not including gas. This also includes the most basic insurance coverage you can get.

Note: During the time we researched this, U-Haul appeared to lower their local mileage fee from $1.19 to $0.99 for a period of time, which would have doubled the original savings for moves over 53.85 mi. with a Penske truck! Subtle shifts just like this are huge, so be sure to verify mileage fees before you choose one company over the other.

In addition to mileage fees, these ended up being the biggest factors regarding the price of a Penske rental truck move:

  • Fuel efficiency: U-Haul trucks get 10 mi. to the gallon, whereas Penske’s trucks get 13 mi. to the gallon. This means you’re saving on gas by opting for Penske, which can add up for a long-distance move
  • Insurance: Penske’s insurance options tend to be more expensive than U-Haul’s
  • Availability: When it comes to the bigger truck sizes, you may run into availability issues, which will bump up the price for Penske trucks

Bottom Line: Penske Vs. U-Haul

If you’re looking for a cheaper alternative to U-Haul, you’ll find Penske’s mileage rate and fuel efficiency competitive for in-town moves once you hit a certain mile count, and the savings only get better the more miles you rack up. However, if you’re moving something like 12 miles away and you’re making just one trip, U-Haul is probably the way to go.

2022 Study: The Best Side Hustle Nobody’s Talking About Is Starting a Local Moving Labor Company

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Key Findings:

  • Moving companies tend to earn between $75-128/hr. or between $206-352 per move
  • Based on HireAHelper data from 2022 so far, average mover earnings are $110/hr.
  • Seattle is potentially the most lucrative place to become a mover, with hourly earnings as high as $137/hr.
  • Movers in Maine and Iowa make an estimated $132/hr. — the highest rate in the country
  • Sherman-Dennison, TX has the biggest gap in the moving services market, with 608 moves per moving company registered in the metro area

As inflation continues to rise, many Americans are beginning to notice the prices of consumer goods are drifting out of reach. This is likely why, according to a recent study, nearly half (44%) of Americans are turning to side hustles to make ends meet.

moversAnd while the internet is awash with articles listing all kinds of side hustles to consider, there is one lucrative side gig few are talking about: starting a local moving company (or joining one).

Despite some real estate markets cooling off, the demand for moving services is high. Homes are still selling fast, and as rents climb higher, many are moving out of their homes to find cheaper accommodations or to live with family.

While starting a full-scale moving company with a fleet of trucks, drivers, and movers is an undertaking too big for a side hustle, starting a moving labor company is actually relatively simple.

All you need is a business license and some start-up costs. Ultimately, if you are comfortable with lifting heavy items and have time to spare, you could realistically start a moving labor business and earn upwards of $100/hr. by helping people move.

And the data shows that people who are currently doing it are doing quite well.


Moving Labor Companies: How Are They Defined and How Do They Work?

We often think of movers as folks that drive up in a truck, load up all your earthly belongings and deliver them to your new home. In the “biz”, these are known as “full-service movers”. And they tend to be more expensive.

This is why in reality, the overwhelming majority of moving companies that exist are what we call “labor-only” movers.

 

“…even if you charged at the lower end…at $250 per move, or roughly $90-100 per hour, you only need to pick up four moves to make $1,000. Not bad for a weekend, huh?”

 

Labor-only

The difference is that a moving labor company is a company that helps people with loading, unloading, and, sometimes, packing up people’s possessions — no driving. The average person often books their truck or container separately, as this is far cheaper.

Here are a few reasons local moving labor works as a side hustle:

  • In most states, you don’t need a special mover’s license
  • There are minimal start-up costs, as you don’t need to purchase a moving truck
  • Demand for moving services is highest on a weekend, meaning you can do it alongside your work or studies
  • Moving costs (read: mover earnings) in 2022 are the highest they’ve ever been in U.S. history

Where Do Local Movers Find Customers?

Of course, it’s not quite as simple as registering as a moving labor company and watching business come flying through the door.

Here are the typical places movers tend to use to attract customers.

craigslist movers
Craigslist

Craigslist

+ The most famous classified ads website, this is a typical starting point for moving labor hopefuls, with millions of people checking the website every day.

Costs money to post ads in the moving section as a provider.

Customers can also be flakey, often looking for bargain-basement pricing, and often end up being very hard to service.

yelp movers
Yelp

Yelp

+ Popular with people looking for local businesses, it’s a free place to get attention/find customers. Business owner tools allow you to upload logo/team photos of you and your crew to boost credibility.

No actual online booking, you just accrue lots of “leads”. You’ll have to field lots and lots of messages, emails and phone calls from people looking for a price.

Low rates of converting mean most of this work will not turn into orders.

HireAHelper

hireahelper sign up
HireAHelper sign-up page

+ Completely free to list, no membership fees or cancellation fees.
+ Your very own landing page you can show to potential customers where you can easily display and edit your own rates/availability so people won’t call you to ask.
+ Insurance and 7-day-a-week customer service for both you and your customers.

Insurance and customer service operate on a fee that is charged per order booked through the platform, which is how they pay for all of the above.

Your own website

+ Full control over how you present your new brand and services.
+ Direct booking puts every dollar right in your pocket.

You need to create, design, and maintain the website.
You’re responsible for all the customer service, marketing, and insurance.
Cost of purchasing a domain, fees for website hosting.

Needless to say, you can also create a page for your moving labor company on Facebook and Instagram, or even list it on your local Yellow/White Pages. Oftentimes, a mixture of approaches is useful at the start, before you figure out which one works best for your moving side hustle.

How Much Can You Earn as a Mover?

movers

Let’s face it, if you already have a job or other commitments, you’re probably not going to launch into moving as a full-time pursuit.

The good thing about moving as a side job is that nearly one in three (30%) moves takes place either on Saturday or Sunday. In other words, if you’re looking to casually work as a mover over the weekend, you’re in luck, because that’s when the demand is highest.

To calculate a ballpark number of how much local movers earn, we’re going to make the following assumptions:

  • You only work on weekends
  • You don’t work more than eight hours a day
  • You have a partner with whom you work as a two-person team and split earnings 50-50

With that said, the average take-home an individual moving job earned on HireAHelper in 2022 was $110 per hour (after fees).

That rate is based on the service of two movers loading and unloading a customer’s belongings (meaning, not counting potential tips, one mover will typically get about half of that, or $55 per hour.)

“The data show that 6 of the 20 metros where the demand for moving services most outmatches the current supply exists in Texas, especially in Sherman-Dennison, TX, where the ratio of moves to moving companies is roughly 600 to 1!”

 

Similarly, Yelp reported a local move quote average of $128. Forbes suggests local movers charge between $25 to $50 per mover, per hour, while ConsumerAffairs estimates the average cost for a local move is $80 to $100 per hour for a team of two movers.

The following graph shows how much you could be earning as a two-person team, using the reported average duration of a move of two hours and 45 minutes.

Please note that the above figures are indicative only. As a newly registered moving company, you probably won’t be able to charge high rates straight away. Moves also come in all shapes and sizes, affecting how much you could charge for them. This is just an average.

That said, even if you charged at the lower end of that scale at $250 per move, or roughly $90-100 per hour, you only need to pick up four moves to make $1,000. Not bad for a weekend, huh?

Cities & States Where Movers Earn the Most Money

moving company city

Your earning potential, among other things, will depend on where you are in the country.

According to a recent estimate of moving costs, people pay the most for their moves in San Jose ($520) and Seattle ($495). But that’s just a broad snapshot. Let’s break it down more to see how services translate into mover earnings, and where it may actually be most lucrative to start a moving labor company.

Cities

Using data on moves booked through HireAHelper.com, taking into account commission rates and the typical duration of a move throughout different cities, here are the top 10 cities where movers make the most money per hour.

Looking at the data through this lens, Seattle grabs the top spot with an estimated $136/hr. net earnings. In cities like Columbus, OH ($126/hr.), San Francisco ($125/hr.), and Oakland, CA ($125/hr.) the earnings are all around the $125/hr. Mark.

States

Moving on to states’ potential mover earnings, we find Maine ($132/hr.) and Iowa ($132/hr.) with the joint highest earnings, with Utah and Washington closely behind ($129/hr.).

Going down the list, Arkansas is next with $128/hr. in potential net earnings. This highlights that moving is a universal need, and that small states can compete against states with big cities like San Jose or San Francisco, where the cost of living is highly expensive (and therefore potentially more lucrative). The average earnings for movers in California are comparatively middling in the take-home department, averaging around $110/hr. per move.

Check out the chart below to see what mover earnings are like in your state.

This section is based on data from moves booked through HireAHelper and their partner sites. Earning figures represent average estimates; actual earnings may vary.

 

Supply and Demand: Cities and States With the Greatest Need for New Moving Companies

movers

High earnings are great to aim for, but it’s worth bearing in mind that crowded markets where earnings are high are often hard to compete in — especially for a brand new company.

Like with any kind of business, the supply and demand (and thus the price people are willing to pay for moving services) vary by location. If you’re just starting out as a moving company, ideally you’d like to start where there’s a gap in the market.

Cities

Based on our analysis of moving company data and the number of moves in America’s biggest metropolitan areas, here are 20 metros where the gap between potential demand for moving services and their supply is the biggest.

The data show that 6 of the 20 metros where the demand for moving services most outmatches the current supply exists in Texas, especially in Sherman-Dennison, TX, where the ratio of moves to moving companies is roughly 600 to 1!

Among larger metros with favorable demand-to-supply ratios are the Phoenix-Mesa-Scottsdale, AZ area (393 moves per moving company), the Houston-Baytown-Sugar Land, TX area (276), and the Dallas-Fort Worth-Arlington, TX area (255).

States

At the state level, the opportunity is greatest in Arizona and Missouri, where there are more than 200 moves per moving company. Kansas (188), Washington (187) and Texas (186) round off the top five.

To see what the supply and demand for moving services look like in your state, check the graph below:

Convinced? Here’s How You Can Get Started

If you think you have what it takes to safely move some couches, luckily, you don’t have to go in blind.

If you really wanna get the ball moving, here’s a moving business guide for starting and running your own local moving company. It has information on how to register a business, set prices for your services, where to find customers, which tools you need to buy for the job, and way more.

Want a license to drive on the job too? Here’s a guide for starting a fully-fledged moving company, detailing the necessary steps for starting a moving business with links to the proper business licensing authorities in each state.


Sources and Methodology

General mover earnings were estimates were compiled using indicative rates from HireAHelper, Yelp, Forbes, and Consumer Affairs.
Mover earnings by state and city were calculated based solely on data from moves booked and completed through the HireAHelper platform and their partner sites. Earnings figures are indicative of the amount earned minus fees.
The number of moving companies was calculated using the U.S. Census Bureau’s American Business Survey (count of companies listed under “Transportation”) and Yelp (number of companies listed as “movers”).
The number of moves was taken from U.S. Census Bureau’s Current Population Survey, as available through the Integrated Public Use Microdata Series.

These Moving Companies Move Domestic Abuse Victims for Free

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Domestic abuse happens more than you might think, and for a lot of reasons, it’s a complex issue to address.

According to “DoSomething”, a wide-reaching non-profit organization in the United States, about a quarter of women around the world will experience domestic abuse in their lifetime. In fact, 85% of domestic abuse victims are women. It’s been estimated that half of all homeless women and children in the U.S. are fleeing domestic violence

Victims are often left with nowhere to go due to emotional, social, and economic barriers for leaving an abusive relationship. For these reasons and more, it’s common for victims to stay in an abusive relationship when facing the alternative of living in a shelter or on the street. 

Yet despite all this, some have discovered that oftentimes cyclical abuse can be stopped by simply solving for the economics of being able to afford a move.

Note: The bottom of this piece features some potential resources if you or someone you know is in need of help.

The Movers Who Rescue Victims

Aaron and Evan Steed are co-founders of Meathead Movers, a brick-and-mortar chain that offers professional moving services. If you’re moving soon and you reside in California, they offer a variety of moving and storage services at the rate of 18,000 moves a year, which they claim makes them the largest independently owned moving company in the state. 

But perhaps more impressive is that for domestic abuse victims, they offer these services for free.

Meathead Movers is one of a growing number of moving companies committed to helping victims of domestic violence move out of their abusive households at no cost.

 

“…half of all homeless women and children in the U.S. are fleeing domestic violence.”

 

After the California-based company was founded in 1997, frantic phone calls would come in from victims without financial means who were seeking to flee dangerous domestic violence situations, according to Dawn Ventura, Director of Marketing and Communications for Meathead Movers. They were pleas they couldn’t turn away, explained Ventura. “The brothers knew it was the right decision to get them out of there.”

The choice to provide moving services to victims for free was decided right away. It has remained their business policy for over 25 years.

Here’s $25 Off Movers

$25 Off Coupon

Risks on the Job

victim moversMeathead Movers quickly found out there are more than financial risks when taking on this type of endeavor.

During one of their earliest rescue moves, the situation turned volatile when the alleged abuser of the victim came home in the middle of the move, Ventura told HireAHelper. “It was very scary for the (founders of Meathead),” she said. “Luckily, they were able to call law enforcement, who came to the scene and removed the abuser so that the move could be completed.” 

After this experience, Meathead Movers decided to partner with a local shelter to make sure the victims and moving crew were safe and supported throughout the rescue process. In 2000, the company began its first official affiliation with a shelter called SLO Women’s Shelter.

For the safety of our team and the victim, we only complete moves that the shelter partner has first had a chance to vet,” Ventura explained. The shelter determines the greatest need and works with the movers accordingly. “There is also always a shelter representative onsite throughout the move, and sometimes law enforcement, as needed,” she added. The company has since partnered with an additional seven shelters across California to help facilitate moves. 

 

“Google nearby shelters and moving companies that may be able to help, even if you don’t plan on using them.”

 

Though dangerous, this too remains far from the only challenge the company has faced over the years.

Back in 2008, during The Great Recession, Meathead Movers encountered what they described as “enormous” financial struggles. Ventura said that at one point, they thought they’d be closing their doors due to financial hardship. Even still, the company continued to offer free services to abuse victims. “We knew that it was our purpose and mission,” Ventura explained.

Today, Meathead Movers remains in operation after two decades of gradual growth and expansion, despite challenges. They have continued the policy of free rescues all throughout, and feel their success is proof altruism can exist within a successful moving business model.

As of 2022, they’ve helped relocate “hundreds” of domestic violence victims in the Southern Californian area for free.

A Moving Trend

Unfortunately, rescue services continue to be needed. No matter how many free moves Meathead Movers offers, as a localized chain, their reach covers only a small portion of victims of abuse. “In light of the growing cases of domestic violence, and on the heels of the national attention this free moving program has garnered, Meathead Movers is now encouraging businesses across the nation to step up and make an impact in their local communities as well,” Ventura said.

The good news is that many businesses have stepped up, including other moving companies.

Meathead Movers teammembers

In 2016, Meathead Movers launched the #MoveToEndDV campaign, challenging businesses to donate services for victims of domestic violence in their respective communities. Searching this hashtag still helps people find resources through social media. This trend has garnered the commitment of an increasing list of moving companies, as well as businesses in other sectors.

College HUNKS Hauling Junk and Moving — another store-run chain that offers professional moving services in dozens of cities across the U.S. — began offering its services for free during the month of October 2020 (which is Domestic Violence Awareness Month) in response to news reports of increasing domestic violence during pandemic lockdowns. Within the past year, College HUNKS has helped move more than 400 victims of domestic violence across the U.S., all at no cost to the victims.

How To Move Out Safely From a Domestic Violence Situation

There are multiple things to consider before you can safely remove yourself from an abusive situation.

Finding a moving company that can assist you in leaving an abusive household is incredibly helpful. But domestic abuse can be greatly helped just by beginning to planHere are what experts say are important steps along a successful path to freedom.

1. Call or email a professional helper for free. 

First, know that you are not alone in your struggle. Every single day there is someone waiting for you to reach out.

Before you do anything, it’s useful to speak with a professional who can help you assess the situation and point you toward local resources. “Always, always, always contact your local shelter,” Ventura urged. “The resources that they offer are remarkable. And if there’s any way to call a domestic violence hotline, they are sure to help.”

You can contact the National Domestic Violence Hotline by calling 1-800-799-SAFE (7233) or texting “START” to 88788. Its website also has a live chat option. Though if you are in immediate danger, please call 911.

2. Look at a physical calendar, imagine by which day you could realistically remove yourself, essential items, and potential children from your location.

Some situations may require getting out of your home as soon as possible; but if you can help it, visualize the exit ahead of time. 

Start by literally glancing at a calendar. Figure out the best times to pack up and leave, and where you already know you could stay once you’re out — even if it’s just temporary. Google nearby shelters and moving companies that may be able to help, even if you don’t plan on using them. Always explain your situation in private, and have a contingency plan in case your abuser shows up on move day.

3. Squirrel away some cash, if possible.

Though shelters and some moving companies provide their services for free, it’s still very helpful to have cash on hand when you move out. If possible, try to set up your own checking or savings account online or over the phone at a separate bank from your abuser so they can’t restrict access to the money.

4. Gather up your important documents and items into one portable place. 

Start making copies of documents such as birth certificates, Social Security cards, insurance cards, health records, and anything else you’ll need as you transition to a new home. If you have extra car keys, medications, clothes, or evidence of domestic abuse (e.g., photos, police records), be sure to set those aside too. Store these items in a private place until you need them.

5. Prearrange school release permissions for any children you have.

If you have kids you can’t personally pick up from school, change the release privileges to a trusted friend or family member, so your abuser can’t pick them up.

6. Keep your activity private, as you may be being spied on. 

It’s not unusual for abusers to monitor activity or even spy on their victims, so you should be very careful about leaving behind any evidence of your planning. 

Avoid using your home computer for research and visit the public library or a friend’s house instead. If you can, get your own, private cell phone, since there are many apps that allow partners to surveil your phone activity and accounts. Always turn off your Bluetooth and location services inside apps like Snapchat or Messenger, and close all tabs and clear all browsing history after searching for resources. Also, get rid of or “lose” any compromised cell phone if you fear it may be monitored, or do a factory reset. But make sure you have a handheld device ready to call for help if things become dangerous.

7. On move day, act quickly and confidently.

If you know of any weapons in the home, lock them away ahead of time if possible, just in case. Change the login settings and security questions to your online accounts and turn off the GPS in your car. Though it is not always easy, attempt to follow through with your plan with confidence.

These Movers Offer Free Services to Domestic Violence Victims 

Encouragingly, Meathead Movers and College HUNKS are only just the beginning. 

Below is a non-exhaustive directory as a resource to help you or anyone you may know who is a victim. If you don’t see a company near where you live, search for movers in your area, or call a local company and ask if they have any connections or knowledge of a similar service.

Always Professional in Moving, Inc. (Gilbert, AZ)

Contact: 480-633-5555, apiminc1@gmail.com

Always Professional in Moving, Inc. is a family-owned and operated moving company in the Maricopa County of Arizona. They pledge to provide free moves to distressed victims in need of moving services in order to get away from domestic violence. Its owner, Bernadette Lavigne, is a victim of domestic violence and has made addressing the issue an important foundation of her company.

Aussie Moving (Santa Barbara, CA)

Contact: 805-273-8756, info@aussiemoving.net

Aussie Moving provides full-service residential moving, as well as commercial moving and storage. The company pledges to provide free moving services to victims of domestic violence in coordination with a local shelter in Santa Barbara County.

Brown Box Movers (Denton, TX)

Contact: 972-953-MOVE (6683)

Located in the Dallas-Fort Worth metro area, Brown Box Movers offers a variety of services, from residential moving, to move in/move out cleaning, to junk removal. The company pledged these services to help those experiencing domestic violence in the area.

Einstein Moving Company, LLC (Austin, TX)

Contact: Choose a location and send a message

Einstein moving company has locations throughout Texas, including Austin, Dallas, Houston, San Antonio and more, and is able to complete statewide moves. The company pledges up to $2,000 per month worth of moving services to Safe Place in Austin.

Elite Moving Services (Newton, IA)

Contact: 641-275-9412, elitemovingservices641@gmail.com

Elite Moving Services serves the entire state of Iowa. They pledged to offer three moves every month to domestic violence victims at no charge. Their free service includes the trailer, labor, and all moving equipment needed to move within 75 miles of the victim’s location.

Gentle Giant Moving Company (Somerville, MA)

Contact: (800) 442-6863

Gentle Giant is involved with several charities, including a strong alliance with charities involved with housing assistance and homeless prevention. Gentle Giant pledges to offer a free move to those in need of help getting out of a domestic violence situation.

Helping Hands Moving and Maids (Salt Lake City, UT)

Contact: (801) 562-0093 (Sandy), (801) 809-7800 (SLC), (801) 735-4144 (Provo) or send a message

You may recognize Helping Hands Moving and Maids from the show Extreme Makeover, or from its extensive charity work in Utah, as well as overseas. The company pledges its services to domestic violence victims in need.

Moving at Ease (Scottsdale, AZ)

Contact: 602-357-7459 or send a message

Moving at Ease is a family business that tailors its moving services to senior citizens and their families. It can accommodate local and long-distance moves. The company pledges to volunteer its time and resources to help those in need in the Phoenix metro area. 

Parks Moving & Storage (Bellefonte, PA)

Contact: (866) 790-1560 or send a message

Parks Moving & Storage is a fourth-generation, family-owned business with locations in Pittsburgh, Harrisburg and State College, PA. It is a women-owned business, and the owner is also a victim of domestic violence. The company pledges to offer packing and moving services to victims and their affected family members who need them.

Veterans Moving America (Fort Worth, TX)

Contact: (817) 989-6362, booking@VMAFamily.com

VMA employs a 100% veteran workforce and self-identifies as a “values-based company”. It is partnered with SafeHaven to provide free services to victims of domestic violence.


Illustrations by Tara Jacoby

Applying Apple’s Strategy to Moving Companies

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[Synopsis: How does Apple maintain its status as an industry titan? And how can we copy them?]

We all know the legendary success story of Apple. Many of us know firsthand the unique appeal of their products. Fewer, however, are in tune with the idea that their business model revolves around not their products, per se, but the experience of using those products. It’s an experience shared by their customers and their employees.

Apple’s strategy for success is grounded in concepts that make sense and are easy to visualize. But taking their approach and putting it to work for ourselves? Come on. They put cutting-edge technology in people’s hands. We take furniture and boxes off of people’s hands. Apple’s products are sleek, even sexy. Our services? Not exactly sleek.

But for all the differences between us and them, it still all boils down to the experience of doing business. In fact, a glance at CustomerThink’s rundown of Apple’s four points for success tells us that yeah, we can apply their principles to our own game plan.

Like we said, Apple doesn’t just offer customer service. They deliver customer experience. And moving is always an experience. So the trick is making it a great one; Here are Apple’s ideas for how to make it great.

1. “Build Your Vision and Values Around the Customer”

apple1What the customer wants is what we want…get everything loaded up, transported and unloaded in a short amount of time without breaking anything.

“Everything cascades from the principle of customer success,” we are told. For Apple, this means making products that help their customers achieve success in whatever area they choose. Translated for us, the idea is to make them feel like their actions make them feel successful. Is the customer worried about that antique curio? We’ll show them how we’ll wrap it up to keep it intact throughout their move. Customer obsessed with color-coding their boxes? Then so are we. 

Echoing Apple’s sentiment, Campaign Monitor Nate Skinner maintains, “If our customers kick ass, we will too.” Put in slightly more erudite words, he says his goal is to be an advocate for each customer so they feel like they’re succeeding.

Every job is different. So it hardly makes sense to say “this is what we do” – unless what we do is what the customer needs us to do, every day, in whatever way they require to see their move become a success on their terms. Moving is often a big deal for them.

2. “Create Support Careers — Not Just Jobs”

apple2Hire smart people who wake up every day wanting to help others,” goes the advice. People who are a positive force around the customer will influence and elevate the morale of other employees too. This is why Apple hires for attitude as much as aptitude.

This sounds simple enough, but in this business, even the most positive of people can get burned out – especially over the course of an intense and laborious summer season. And when pep talks and doughnuts aren’t enough to keep everyone in high gear, where do we turn?

Reinforce the value of customer support by creating a career track for people.”

In other words, while great customer service can be its own reward, feeling good don’t pay the rent. Ideally, we want to cultivate an industry filled with moving professionals, not people doing side-jobs for money. In the long run, the tangible benefit of moving up in the company not only can create loyalty among your own people, but it also helps keep customer satisfaction at a high-level. 

3. “Invest Time in Great Service”

apple3Pop Quiz: When a customer asks you about coverage and valuation do you (a) hand them a pamphlet or (b) take a few minutes to explain to them the points that they would like to understand?

If your answer was (a), we need to talk.

Seriously, this may be an oversimplified example but in any situation, Apple believes that “taking the time to thoroughly resolve every issue will boost customer satisfaction, improve retention and avoid future complications.” Customers want to know that we care about giving them the info they need.

To this point, we are told that “…if (Apple’s employees) can’t answer your question, they’ll help you find someone who can.” This advice is golden. Impress on your employees that it’s okay if they are not sure how to answer a customer’s question, but it is not okay to fake an answer; This can create bigger problems down the road. Even if there’s no logistical (or legal, yikes!) fallout, a pattern of providing inaccurate information can result in lower customer satisfaction.

Training people well includes letting them defer to the crew leader or the office when they are unsure of something. Get the customer the right answer, then make sure the employee knows the answer for the next customer who asks.

4. “Be More than a Service Desk, Be Their Resource”

apple4Building on #3 above, we can and should do more than simply answer questions when customers come, even if we do a great job with that. What we want to be is the source of information for our customer base.

“Consider how you can make your customers’ lives easier…not just how you can answer their immediate questions.”  Some customers – maybe many (most?) don’t know what they don’t know…like whether they need certification from their vet when moving pets across state lines, or how draping their carpets and area rugs in the sun for a day can eliminate tiny pests that they might otherwise be transporting to their new home. Why would they think to ask you that? They wouldn’t. Tell them.

By applying these principles to your company, we become more than just the movers they hired; We become the experts that make their moving experience a great one.

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