My advice to make the move go smoother is to keep a positive attitude. Just try to get the customer to relax. People can be really uptight about moving and not everyone is moving for happy reasons.
The customer might be moving because of a job relocation. They’re naturally under stress because the company told them they have to move to keep their job. Their boss might be giving them only 60 days notice to move their family across the country. That can put people on edge before they even start packing.
When you think about it, you’re walking up to these people’s houses and they’ve never seen you before in their life. Now you’re responsible for protecting everything they own. Maybe their neighbor told them about a bad move they had. Plus, the person’s company most likely hired you, not the customer, so that can add to the tension. After about an hour of being with them and explaining things, you can get them to feel a lot more comfortable. Inexperience can make a customer feel anxious and I don’t blame them. I’d feel the same if a first time mover showed up at my house. I explain my years of experience. Some will say, “Well, if you’ve been around that long, you must know what you’re doing.” Crews might not have much experience, though, and are often still being trained. That can be a challenge if they’re asked about their experience. I coach my crew to say, “I’ve been with the company for a while.”
To protect myself from claims, I take the time needed during inventory to make careful notes on every item regarding existing scratches or damage. It can take four or five hours to do but it’s worth it. If I have the time and the customer is agreeable to it, I like to come a day ahead of the move and do inventory so that inventory won’t be rushed and moving day goes faster.
Brady B. Suddath





