Does Your Moving Company Have an Awareness Board?

Summary

As a professional mover, I’m sure you do everything you can to make sure that your customer is having a great moving experience. As hard as you try to make every customer 100% happy, there will be times when that doesn’t happen. When there is an issue on the move and you are aware of it, you can work to make things right with the customer. But what happens when you weren’t even aware that there was a problem? That’s where having an Awareness Board comes into play.

By creating the Awareness Board for my company it allowed us to keep any customer that was not 100% satisfied with their move on our radar. Instead of being reactive to phone calls and complaints, we identified customers that had an issue on the move and then worked to get it resolved. Each issue was put on the awareness board to make sure that it was not out of sight out of mind.

We started with an Excel spreadsheet (download the awareness board for free) which we kept on a TV on the wall in the office. Then we started using a software called Zendesk to manage any customer service issues. If you go that route, you will need to configure the software to meet your needs, it does not come ready out of the box. You can use a whiteboard or even keep a list of potential issues in the notes of your phone. The idea is that you keep them visible and you are aware of them.

Create an environment that your awareness board can be effective in.

1. Have a meeting with your staff - Let your staff know that you want to know about any customer that is not 100% happy with their move. You need everyone involved in order to discover any unsatisfied customers so that you can work to resolve the issue.
2. Create open lines of communication - Make sure that you have access to any incoming calls or emails where customers can be informing you of their dissatisfaction. Make sure someone in your company is on top of fielding these calls and emails.
3. Get the customer on the awareness board - The idea of the awareness board is to have it visible so that everyone knows that there are issues that need to be resolved. The minute you or someone on your team finds out about a potential problem, get it on the awareness board.
4. Don’t shoot the messenger - You want to create an environment where your staff is not scared to tell you about issues. You have to be very careful not to “shoot the messenger” and get upset with the person bringing the information to you. 
5. Resolve the complaints - Work as quickly as possible to resolve the complaints. Just because a customer had a complaint, does not mean you can’t resolve it and turn them into a raving fan. Be responsive and prompt in resolving the issues.

There is nothing worse than thinking everything went well on a move and then you get a negative review. Stay aware of the issues and be proactive in resolving them.

For a free copy of the Awareness Board, CLICK HERE.

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About Louis Massaro

I’m Louis Massaro, author of 10 Rules of a Profitable Moving Company and founder of Moving Mastery, a mentoring, coaching, and education company dedicated to helping entrepreneurs in the moving industry increase profits by implementing proven strategies in marketing, sales, and operations.

I help entrepreneurs and business owners unlock their company’s full potential so that they can not only make more money but live a more balanced, fun and fulfilling life.

When I opened my first moving company in 2000, I was a 19-year-old kid that started by placing an ad in the yellow pages and renting a couple of trucks. At first, my office was the parking lot of the truck rental yard where I dispatched the crews out of my car. I was struggling to operate on a shoestring budget and maxed out credit cards. It was not a professional set up. When drivers and helpers came for an interview they thought it was a joke.

Although it wasn’t an easy start, every obstacle and setback were opportunities to learn. It took me a few years of making a ton of mistakes and constantly saying to myself “there’s got to be a better way to do this” before I really developed a solid process and system.

I finally mastered a system for running a very profitable moving & storage company, while also discovering how to have balance in my life and not work crazy hours. I took that system and started opening up several offices in cities throughout the US where we sold over $20 Million per year in moves.

I’ve also taught and continue to teach my system to others. My students have gone on to build their own multi-million dollar moving companies. They continue to thrive and profit while they are able to spend more time with family and doing the things they love in life.

I’m blessed to have had some tremendous success in the moving industry, building a nationwide company from scratch that provided a great service to tens of thousands customers each year. After 16 years in business, I’m fortunate to be able to have sold my companies and enjoy the fruits of my labor.

Unfortunately, I’ve also experienced some major setbacks due to my poor decision to open a moving broker division for a brief period of time. I hope to be able to use my experience of becoming a moving broker, and the legal trouble that it caused me to help companies make wiser choices when it comes to outsourcing moves.

I’m passionate about helping entrepreneurs avoid unnecessary struggles and stresses while becoming more profitable in their business and happier in their lives! I hope that the free information on this site provides you with great value and look forward to meeting you some day.

-Louis

Learn more about Louis and how he may be able to help your company at www.LouisMassaro.com