How to Make the Jump From Rookie Mover to True Professional

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Anyone who has ever started a business knows one thing for sure: customers don’t come pouring in just because you’ve opened your doors. But new businesses sometimes learn something else… the few customers who do come in can be their biggest source of growth.

The folks at Black Tie Moving have lived this – 1,180% growth over the last three years. How have they managed such enviable numbers? In this Forbes piece, they explain, giving seven steps to a level of customer service that, in the long run, can trump any marketing plan.

The key, of course, is putting them into practice every day. With that in mind, we provide some real-life context for some of the points Black Tie makes in the Forbes article.

(more…)

What Happened When I Forgot a Move

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Category: Customer Service, Mover Stories

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[Synopsis: A mistake with one customer can make things hard for people we’ll never know about.]

I’d only been working as an operations manager for a couple of months when Barb in the office came up to me.

“When do you have the Carter move scheduled for?”

I looked over at the board. It was only April, so the docket was still relatively light. The Carter job was slated for the next day.

“Tomorrow,” I said. “Everything okay?” Having seen that face from Barb before I was pretty sure it wasn’t.

“Well, I’ve got Mrs. Carter on the phone, and she’s wondering where her movers are.”

I felt my whole body break out in a sweat. “Her move is supposed to be…today?

The next half hour was a lot of fun.

The salesman, as it turned out, had made a mistake when scheduling the move date. Lucky for everyone involved, I had a few guys and a truck I could get out to take care of Mrs. Carter who, through a combination of her astute powers of perception and Barb’s honesty, knew we had messed up. She was also well aware it could have been a lot worse.

If it had been a lot worse – if it had been June instead of April, if I hadn’t had any guys available or if that one truck big enough to hold all of Mrs. Carter’s stuff hadn’t been out on another job – we would have had one upset customer and one huge logistical mess the next day.

Considering all the moving parts in an interstate move, who knows how far the domino effect might reach in a situation like this.

We’re all human. We all make mistakes. Unfortunately, some mistakes affect people far beyond the job site.

We hope you all made it through the summer without getting that look from Barb. If not though, please share your story below – we’d love to hear about it.

Appearing Legit With Your Credentials and Your Communication

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Category: Customer Service

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Professional Accessories

Instilling Confidence in Your Customers

Here at HireAHelper we go to great lengths to team up with credible (and incredible!) movers. Listing your credentials on your HaH profile – insured, registered and workman’s comp – is highly encouraged. Potential customers love to see that extra professional touch. Positive reviews are a virtual springboard to more business, and who better to promote your services than those who have already used them?

The moment we show up at our customer’s front door is also a crucial time. “Clean-cut… professional… in uniform… on time… a great and polite group of guys…” These are the things we want going through our customers’ heads as we walk through our first few minutes.

But what about the time in between your prospective customer’s first look at your profile and the moment they see you on their doorstep? The opportunities here are equally important in creating that great impression.

Much of it is common sense. A lot of you guys are probably already darn good at impressing your clients. Still, as the weather cools off competition for the few jobs that are out there heats up. So we figure now is a good time to re-sharpen those customer contact skills.

3 Ways to Impress Your Prospects

  1. Ask pertinent questions right off the bat over the phone, about logistics at both origin and destination. And take the time to be thorough! Your potential customer will see that you know what you are talking about. This in turn will compel your prospect to be forthright in explaining just what they need from you, cutting down on the possibility of surprises later on.
  2. Be up front on pricing – a natural extension of #1.  By inquiring about every detail of the move the customer will know that you are basing your estimate on their information. Not only is this professional and transparent, it quietly, subtly helps the customer share in the responsibility of arriving at an accurate estimate. Tip: Noting that you understand that sometimes things change, and asking your customer to let you know ahead of time of any such changes, further helps in both estimate accuracy and clear communication.
  3. Show them your credentials: your business license/registration number; your physical business address; your standing with the BBB. Show them how? Put it all in your e-mail signature. Because you do follow up with your prospects, right?

Of course this is all prelude. We need to follow up on our promises, both spoken and implied.

Unlike our hot dog selling friend here:

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