We all know the importance and the value of confirming with a customer the day before their scheduled move. On occasion, we’ll find out that the customer has postponed, or canceled or otherwise ‘talked to someone’ about not being ready to move. In other words, customers flake and customers forget.
Of course, we are not fallible. Confirmation calls are valuable tools for covering ourselves and making sure we are on the same page as our customers. Plus, not only is a day-before call a way to firm up our schedule, it is also a chance to get any pertinent last-minute information about the details of the move.
“Has anything changed since the last time we spoke?” is a good question to ask.
Often enough customers change their minds, about furniture that is staying or boxes that are now going. Or an extra stop that they have decided they need you to make. And, mistakenly or conveniently, they will forget to call and let you know.
Presenting them with this final opportunity to make changes to their move plan keeps you from walking into surprises and tells the customer you are on top of things – and expect the same from them.