Have you ever called or went to visit a business to inquire about their services and you were met with less than helpful customer service? Or a business that acted as if you were more of a burden than a prospective relationship? We all can at least remember one time in our life where customer service by a business was of low quality or seemed non-existent. As a moving company that provides moving services through being directly connected and in communication with people, customer service is really a process that should happen from first contact to after the job is done and checks are cut. When mentioning customer service, we are not just speaking about answering a phone or writing down an estimate. Customer service is about recognizing the level of concern a person has for getting their service fulfilled as well as making them feel comfortable about the process. Customer Service first and foremost is about affirming to the customer that they are being heard and in understanding the standards a person expects from a moving company. A highly capable moving company will rise a step above that standard as a starting point for quality full service moving. Any one can pick up a box or move a piece of furniture, but doing the tough work of a successful moving company is providing assurance to each customer from start to finish that a high quality moving experience is paramount.
Lets address a few points of contact where customer service is implemented by a moving company that is customer focused.
First Contact
It sounds like an alien movie but first contact in customer service has less to do with ET, and more to do with the most important step of a happy moving relationship. At this stage of the relationship, both parties involved (customer and moving company) should be establishing rapport with one another, whether the customer approves the estimate or not. The goal is to make the prospective customer feel as if that part of the job of the moving company is in understanding the complete moving needs of the customer. Those needs may include budget, timing, or personal considerations that would influence their decision to even use a professional mover in the first place. Some customers are not even sold yet on the idea of using a professional mover. This is probably one of the most significant discoveries of the evaluation period. The moving company is not just providing quotes, and estimates for comparison between competing businesses but comparison of the necessity of the industry as a whole for that particular job. A moving company that does customer service right has the opportunity to show the evaluating customer the benefits of experience, and a stress free moving experience.
Estimation
A vital part of getting a moving job done right is in providing an accurate estimate. The estimation process can be quick and in contrast can be tedious depending on the magnitude of the moving job. Customer Service by the modern moving company is also integrated in this stage of the moving process to ease the concerns of the customer as well as actively listening to the requests of the customer. Appropriate documentation is critical at this stage as it will inform every other process of the moving job. Moving companies can use this as a confirmation piece through the moving job and as a pivotal piece of the service agreement with the customer. Obviously, on the back end it helps the moving company know what amount of manpower and resources are required for the job but also preferred means of contact, priorities etc. The estimation process is also focused on data collection which will be addressed a little further ahead in this article. Moving companies in the future will use data collection more and more in order to improve front to end service for all parties involved. By being customer focused the moving company will provide more accurate estimates for customers which will eliminate miscommunications that lead to unexpected costs to the customer and the company as the actual move is done.
Confirmation
It seems like common sense to confirm with each customer as the moving day gets closer, but surprisingly many moving companies don’t realize the amazing opportunity to make a strong impression with the customer during this time. If the moving company implemented customer service at the estimation stage then they would have discovered the best means in which the customer prefers to be reached for that confirmation. During the confirmation period oftentimes what we experience is that the customer is happy we confirmed because they have additional updates to add to the move at the last minute. Instead of the customer having to spring a surprise that could cause delays the confirmation period gives both parties the time and space needed to adjust to those updates. Not only that but we’ve found that most customers appreciate a confirmation for various reasons. The number one thing that we have gathered through years of focusing on confirming with our customers is that it shows professionalism that stands out from most moving companies. This is big reason that JD Johnson Moving Company has been in business for so long as a local moving business. During this time we have noticed that confirming set the tone for the move and we are able to determine the amount of sensitivity to the move that the customer may be dealing with. An invaluable piece of data to inform our next step.
The Move
The actual move is when the customer service responsibility shifts more into the hands of our Lead Mover and the movers themselves. The modern moving company of the future, invests in training of the Moving Team Lead and every individual mover that works for the company. This training should specifically focus on moving standards, procedures and definitely customer service as they are the primary contact point on the ground for the moving service. Customer Service is also circumvented by the front office in a customer-centric moving company. This provides the customer various means of communication in order to be able to offer any feedback necessary to ensuring everyone stays on the same page about circumstances that undoubtedly may pop up from time to time. Thorough and effective customer service helps the customer feel comfortable with providing the necessary feedback which is vital at all steps of the moving process. The way in which it is done should make the process easy and natural. JD Johnson Moving Company welcomes this form of service as that is the feeling we want to create: That a true service is being provided. Once again customer service focus allows for improvements to be made on the go. Not after everything has been rushed from one location to another. Customer service is about always listening and finding solutions.
After Service Follow Ups
It is argued among customer service experts that the after service follow up stage is probably the most under-utilized and underestimated part of the moving journey. Many companies just collect the payment after a basic inquiry that the job was completed immediately after on the same day. What often happens actually is that after the moving day jitters have subsided and the customer is settled in they aren’t thinking about the details of the moving experience, but may have great feedback about the experience upon inquiry. During this time the moving company gains arguably the most valuable information from the customer. This will include info about whether the movers arrived on time and met all the necessary deadlines. Additionally, usually when the experience was positive, the customer will mention something about needing help with something else which will be wise to document for follow up purposes. Many times we’ve experienced a referral job from a happy customer when we do after service follow ups. It amazing that the mention of these referrals are “a matter of fact” comments during this follow up communication. Not only is that more business for the moving company but it’s another opportunity for the customer to continue to get the great service they just experienced or be able to share it with someone they know. All this is established by a front to back seamless stream of open communication wrapped in the delivery of superior customer service. Customer Service is useful in this regard by building trust and rapport from the very beginning. Now that’s customer service with a smile.
Finale
It still exists today that many moving companies handle customer service as a afterthought. The moving companies in the next few years that will emerge as the winners of the majority of market share will invest in customer service, quality employees along with other technologies that will make moves safer, faster, and improve the customer experience. It will be necessary to integrate customer service as a core competency in order to stay relevant. Not only with home and apartment moving services but also with corporate relocations, junk removal services and packing jobs. That is a key reason that JD Johnson Moving Company has focused on hiring friendly professional movers that value our customer relationships throughout North Carolina. From Charlotte, Huntersville to Chapel Hill and beyond. To us An American Standard values customer service as a foundation.