Create Raving Fans on Every Move

Hey, my friend. It's Louis Massaro, author of 10 Rules of a Profitable Moving Company and founder of Moving Mastery. Today I want to talk to you about rule number four of 10 rules of a Profitable Moving Company, which is the goal of every move is to create a raving fan. Okay? So first, let's talk about what. What a raving fan is. Right? A raving fan is not just a satisfied customer. If right now your goal is to have satisfied customers, you need to raise the bar a little bit. You need to create raving fans. A raving fan is someone who, you know, when you're done with their move, they're going to tell everybody they know about you. They're going to be so excited about the service that they had that they're going to voluntarily say to people, hey, if you need a mover, I know somebody that's great. They're going to go online, they're going to post a Yelp review. They'll also post a Google review or anything else that you ask them to do. If you need a video testimonial, they'll be more than happy to do it for you. They'll be on social media telling everybody how great you are. That's a raving fan. A raving fan. The next time they need to move is not getting quotes. They're calling you back directly a raving fan. Anytime they have a family member or friend that's talking about moving, they're quick to offer up the service because you helped them in such an important time. Right. I don't think that we think about it enough as movers, how we impact people's lives and how we could really, you know, make their day. I mean, moving is one of the most stressful things that people do in their life, period. Statistically. Right? There's so much going on and they're moving for whatever reason, and essentially their whole world's up in the air. So when you come in as the moving company and there's just no hassle with you and everything goes as planned and everything just goes smooth, right? And you go a little above and beyond, you create a raving fan. And that needs to be the goal, right? That needs to be the goal. Not only because it's the right thing to do and to provide good service, but because it's profitable, right? So how is it profitable? Well, when you spend money on marketing, right? You spend money and you get a move. Well, if you are spending money constantly and doing a move, and then that move never turns into more moves, you're not going to be so profitable. But if you're marketing, you're getting a move and you look at each move you get from your marketing as an opportunity to create raving fans, which are then going to turn into, you know, what I call the move multiplier. Where essentially they're referring you, they're using you again, they're going online, they're leaving reviews. Right. The value on these reviews are tens of thousands of dollars per good review. Right. There's also some, you know, negative dollar amounts associated with the bad reviews, but for the good reviews, tens of thousands of dollars. Why? Again, you're spending money on marketing. As that marketing comes in and you're talking to people and you're quoting them and they're speaking to you and another company and you have really great reviews and the other company doesn't, well, you're going to book more moves, which means that your booking percentage is going to go up, which means you're going to make more off the same amount of money that you and the other company are spending on marketing. So when your marketing cost goes down, your profit goes up. Right. I call it the R and R compound effect, which is basically repeat and referral customers compounding as you move people. And as that turns into more repeat and referral business, your profits go through the roof. Okay? So it's so important and you know, it's great that you want to have a satisfied customer. I know everybody watching wants to do the right thing. They want their customer have a good service. But how could you go a little bit further? How could you take them from being a satisfied or a happy customer to being a raving fan? You don't have to do anything extravagant, you don't have to bake them a pie, you don't have to spend a ton of extra money. But there's little things that you might be able to put in place that could make them a raving fan. So make that the goal. You know what that is? Have a meeting with your staff, bring everybody in, movers, office staff, salespeople, dispatch accountant, everybody. And just say, what could we do to raise our level of service so that we provide every customer with five star service and make them a raving fan. Have a brainstorming session, talk to everybody, see what ideas are out there. You are going to be able to find things that aren't going to cost you anything. It's just maybe a little, you know, something you need to add to your process or something that you need to make sure happens and maybe is not happening right now. Right? And if you're not doing, you know, follow up surveys and sending out emails to get reviews, you know, find out what the customers are saying. Right? What could we have done better to, you know, you could have a better experience. I know you were happy, right? So even if they say yes, everything was great. What could we have done to make it even better? Right. What could we have done to make you a raving fan? Find out. You know, you need to do a little research and start implementing that stuff in your business because long term that's what's going to make you profitable. Repeat and referral customers all day long. And when you have great reviews online, your booking percentage on the advertising and the marketing that you're spending money on is going to go up. You're going to book more of the jobs and more of the leads that you have. Because they're going to go online and they're going to see social proof. They're going to see other people said, these guys are fantastic, use them. I had such an amazing experience, right? It's called social proof. When they see that, they want that experience, right? If they're moving, they want to have the same experience as the person they saw the review that was raving about you, not like they were great, right? You want somebody that's like writing a really good review. So create raving fans. That should be the goal of every move you should make. That the mantra in your company. Okay? Raving fans is the goal of every move. Alright? So go out there, continue to profit in business, thrive in life. I'll see you next time. Hey my friend, it's Louis. I hope you enjoyed this episode. Do me two favors. Number one, subscribe to this channel so that you continue to get updates every time I release new training for you. And number two, if you'd like to get ahead a little bit faster and become more profitable in your business, what I'd like to do is give you a copy of my 10 rules of a profitable moving company. These are the same 10 rules that I applied in my business that helped me grow it into a multi million dollar nationwide company. Okay? So all you need to do is click on the link on this page or head over to LewisMassaro.com 10rules. So that's Louis. L O U I S Massaro M A S S A-R-O.com for just put in your name and email address and I'll email you out a copy. Okay? Until then, every single day, go out and profit in business and thrive in life. I'll see you later.