Louis Massaro recommends two ways to optimize your moving business: watch your staff and listen to customer calls, or have a friend secretly shop your company as a customer to spot what's broken in your process.
Create some block time on your schedule.
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For when you're going to do systems optimization and you're just going to basically go through. Take a journey in your customer's footsteps.
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You could do it two ways. You could sit and see what's happening in your office, watch, listen to calls.
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Or you could secret shop your own company.
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I've done that before where I've called, hey, let me borrow your phone to a friend who call.
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I'd have to have them do it because they would recognize my voice. Set up a move, but listen to it. Have them come to my friend's house, show up, go through the whole thing to look for areas to improve, areas to optimize.
