Louis Massaro outlines a quality assurance process for moving companies: make confirmation calls seven days and two days before the move to verify packing progress and match crew to the job. Clarifying what's included in the estimate upfront prevents surprises on moving day and drives both profitability and 5-star reviews.
If your profits aren't high enough, if you don't have enough 5-star reviews, if you're dealing with stress every day, I want to give you something that's going to help every single move that you book become more profitable and create a raving fan with that customer. It's called the Quality Assurance Process. And here's what we need to think about. You work so hard to get that customer to say yes, right? You spend money on marketing, you know, give the quote, all that. You want to win the job. Once you win the job, you now have a period of time between when they say yes to when the truck shows up at their house. That, that's the window for quality assurance. And here's how we need to think about this. When a customer books the job, they have an idea of what they're going to be able to have done by the time move day comes. For example, let's say it's 3 weeks out and they're like, yeah, no, I'm going to take care of the packing. Oh no, yeah, we're going to get rid of that whole room. We, we're selling that. We're, we're doing this. And You know, they've got an idea of how they're gonna do it, but as you get within a week of that move, you know, things shift, right? If they haven't got so much on top of it and the packing didn't get done the way that they thought it was gonna get done, there's an opportunity there to make sure this move is successful. To call that customer at 7 days and say, "Hey, how's the packing going?" To call that customer 2 days before the move to confirm all the details of the move so you show up with the right truck, with the right crew. Your crew walks in there and doesn't give that, "Oh, they didn't tell me it was gonna be it's gonna be all this. And then it turns into issues, right? Think about the period from the time they book to the time that it's on the truck. That's the quality assurance. Call 'em at 7 days, call 'em at 2 days, see what other services they need. Make sure you have all the information. Make sure you are clear on what's included in the estimate, what's not included in the estimate, so that there are no surprises on the day of the move. If you're unsure what to say to the customer during this confirmation call and you wanna know exactly what to say and want my local confirmation script, just comment, confirm, firm down below, and I'll send it to you. And start using it with every job that you do on the 2-day confirmation call, and watch how things shift.
