Outline:
4. Prioritizing Customer Needs
Takeaway: Professional Movers would do well to pay attention to customer service. It can make or break your customer’s experience.
DRAFT:
Moving is stressful. In fact, it has been proven to be one of the most stressful events that a person goes through in life. Moving is messy. Moving is chaotic. Moving requires people to uproot their lives as they know it.
That’s why it’s so important for those in the Professional moving industry to make customer service a priority. No one wants to be on hold for 15 minutes while their life is in boxes, their job is on hold, and they’re coping with having to say good-bye to close family and friends.
Instead, they want a moving company that is going to be there for them to help them offload some of the stress of moving. Read on for more reasons why customer service in the moving industry is of the utmost importance.
Trust With Personal Property
Why should someone uprooting their life trust their valuables and personal belongings with a moving company made up of total strangers? They need to know their prized Bob Ross Chia plant will make it in one piece to their home; that their antique Hoover vacuum collection will be handled with care as it is loaded, transported and unloaded to and from the moving truck; or that their children’s blobby, yet precious pottery creations will arrive in tact.
How will they be able to trust that their belongings will be in the best of care? By making customer service a priority. Checking in with them on a regular basis leading up to the move, ensuring them that “fragile” or “this end up” signs are honored by your moving crew, giving them helpful tips that will make things run more smoothly.
This will make them feel like you’re more like a friend than a stranger. Relationships are important in building trust. Make it a priority to build relationships with your clients and in turn, they will trust you with delivering their life from one doorstep to the next.
Professionalism Starts with Excellent Customer Service
Customer services starts with professionalism. What does professionalism in the moving industry mean specifically? From how you answer the phone, to using words like please and thank you, to listening to their questions with an attentive ear can make a huge impact on your clients.
While it’s important to provide your customers with good communication and phone etiquette, that same professionalism should extend its reach to everyone in the company. Movers, installers, truck drivers, and any other personnel with which your customers come in contact should all follow the same code of professional conduct. Most clients look for movers that are consistent. If your customer service is consistent with providing a positive experience throughout the entire moving process, you will stand out among competitors and provide true value to your customers.
Showcasing Experience and Commitment to Quality
Being polite and professional is only one aspect of customer service. Another aspect is sharing knowledge and experience with clients that will help ease their moving stress. Be a human. If you know from experience that the best way to pack is doing it room by room, starting with the room that is least essential, share that. Give them advice on how to save money on packing materials. Recommend a list of places to donate or sell their unwanted items. These small nuggets of advice will go a long way with customer trust because they’ll know you have their best interests at heart. As a result, they will be more likely to recommend your company to friends and family.
Prioritizing Customer Needs
Every move is different. Every customer is different. Therefore, you need to customize how you prioritize your customer’s needs by listening very carefully to their problems, roadblocks, even emotions so that you can offer solutions that are right for them.
Do they have kids? Help them figure out the best childcare solution while they move. Do they have plants? Reassure them that your movers will know exactly how to pack them so they are not damaged during the move. Maybe they are just feeling overwhelmed with the move and need to vent. Sometimes just the feeling of being heard can ease your customer’s stress by a lot.
Reputation
Life is imperfect. Accidents happen. Things break, people trip, unexpected potholes exist. However, if you’ve provided excellent customer service from the get-go, your customers may be more willing to work with you when an accident happens. These days there are so many platforms in which people can express if they are unhappy or not.
Yet if you have been helpful from the beginning, people are often more willing to be flexible if something goes wrong. Either way, it’s a good practice to always respond to feedback with the highest professionalism as this shows that you are interested in improving your customer’s experience.
Takeaway
When it comes down to credible moving companies in San Francisco, there’s a lot of competition. Making customer service a priority will not only help your company to stand out, in turn you will make your customers feel like they’re in good hands. No amount of advertising, sales, etc. will beat how you make your customers feel. The bottom line? Customer service is what can make or break your client’s experience.
- Moving is one of the most stressful endeavors a person goes through
- You’re uprooting your life, and it becomes apparent just how messy and challenging that process can be
- When you recruit help to offload some of that stress, you want to partner with a pro moving company that understands what you’re going through and has the right solutions you can trust.
- Here’s why customer service in the moving industry matters.
- Trust With Personal Property
- People are putting their entire lif in your hands (or the belongings, anyway).
- They need to trust everything will be transported with care. Nothing will be stolen or damaged or lost. Labels that say “fragile” or “this end up” are honored.
- Good customer service helps customers feel comfortable - don’t want to feel like a bunch of strangers are hauling their stuff. Relationships are important
- Examples.
- Customer service is not just an additional luxury or something you can forget. Your quality of customer service directly impacts you professionalism.
- They are hiring movers for consistency, and if your customer service is consistent and helpful and a positive experience, you will stand out among competitors and provide true value to your customers.
- Customer service is a skill in and of itself, so if your team is good at it, it shows you’re qualified, experienced, and committed to providing a positive experience to customers
- You have knowledge they don’t. Share it. Offering simple solutions and easing stress beyond what you’re being paid for.
- Examples.
4. Prioritizing Customer Needs
- Great customer service means prioritizing customer. Every mover has unique needs, how can you be accomodating?
- While you are the expert on moving, they are the expert on their house/stuff. So developing a habit of intentional listening shows them you heard what their needs are and will help you make sure to address them.
- Examples.
- People are vocal when they’re not happy. And now that there are so many platforms for people to express their unhappiness, it is a good move for the sake of your reputation to provide excellent customer service. In fact people are willing to be more flexible if something goes wrong if your customer service rocks.
Takeaway: Professional Movers would do well to pay attention to customer service. It can make or break your customer’s experience.
DRAFT:
Customer Service Makes or Breaks a Moving Experience
Moving is stressful. In fact, it has been proven to be one of the most stressful events that a person goes through in life. Moving is messy. Moving is chaotic. Moving requires people to uproot their lives as they know it.
That’s why it’s so important for those in the Professional moving industry to make customer service a priority. No one wants to be on hold for 15 minutes while their life is in boxes, their job is on hold, and they’re coping with having to say good-bye to close family and friends.
Instead, they want a moving company that is going to be there for them to help them offload some of the stress of moving. Read on for more reasons why customer service in the moving industry is of the utmost importance.
Trust With Personal Property
How will they be able to trust that their belongings will be in the best of care? By making customer service a priority. Checking in with them on a regular basis leading up to the move, ensuring them that “fragile” or “this end up” signs are honored by your moving crew, giving them helpful tips that will make things run more smoothly.
This will make them feel like you’re more like a friend than a stranger. Relationships are important in building trust. Make it a priority to build relationships with your clients and in turn, they will trust you with delivering their life from one doorstep to the next.
Professionalism Starts with Excellent Customer Service
Customer services starts with professionalism. What does professionalism in the moving industry mean specifically? From how you answer the phone, to using words like please and thank you, to listening to their questions with an attentive ear can make a huge impact on your clients.
While it’s important to provide your customers with good communication and phone etiquette, that same professionalism should extend its reach to everyone in the company. Movers, installers, truck drivers, and any other personnel with which your customers come in contact should all follow the same code of professional conduct. Most clients look for movers that are consistent. If your customer service is consistent with providing a positive experience throughout the entire moving process, you will stand out among competitors and provide true value to your customers.
Showcasing Experience and Commitment to Quality
Being polite and professional is only one aspect of customer service. Another aspect is sharing knowledge and experience with clients that will help ease their moving stress. Be a human. If you know from experience that the best way to pack is doing it room by room, starting with the room that is least essential, share that. Give them advice on how to save money on packing materials. Recommend a list of places to donate or sell their unwanted items. These small nuggets of advice will go a long way with customer trust because they’ll know you have their best interests at heart. As a result, they will be more likely to recommend your company to friends and family.
Prioritizing Customer Needs
Every move is different. Every customer is different. Therefore, you need to customize how you prioritize your customer’s needs by listening very carefully to their problems, roadblocks, even emotions so that you can offer solutions that are right for them.
Do they have kids? Help them figure out the best childcare solution while they move. Do they have plants? Reassure them that your movers will know exactly how to pack them so they are not damaged during the move. Maybe they are just feeling overwhelmed with the move and need to vent. Sometimes just the feeling of being heard can ease your customer’s stress by a lot.
Reputation
Life is imperfect. Accidents happen. Things break, people trip, unexpected potholes exist. However, if you’ve provided excellent customer service from the get-go, your customers may be more willing to work with you when an accident happens. These days there are so many platforms in which people can express if they are unhappy or not.
Yet if you have been helpful from the beginning, people are often more willing to be flexible if something goes wrong. Either way, it’s a good practice to always respond to feedback with the highest professionalism as this shows that you are interested in improving your customer’s experience.
Takeaway
When it comes down to credible moving companies in San Francisco, there’s a lot of competition. Making customer service a priority will not only help your company to stand out, in turn you will make your customers feel like they’re in good hands. No amount of advertising, sales, etc. will beat how you make your customers feel. The bottom line? Customer service is what can make or break your client’s experience.
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