Louis Massaro (creator) explains that consistent, structured follow-up is the critical lever for moving companies to convert leads into booked moves. He distinguishes two follow-up contexts—new leads and estimate follow-up—argues that follow-up should be planned (timing, modality, and script), and promotes training (Moving Sales Academy Live) to install sales scripts, rebuttals, and a repeatable follow-up process. He frames follow-up as plugging holes in a sales "bucket" and gives a practical challenge: find five past leads to follow up with immediately.
Chapters
If you're getting phone calls, if you're getting leads to your website, all right, emails, live chat, however your customers are coming in the door, the follow up is key, right? When you're calling them back from the first time that you receive that lead, right? What is that time frame? Are you calling them back immediately? You know, where I see a lot of moving companies make, you know, I don't want to call it a mistake because if you don't know something, you know it's not necessarily a mistake, right? If you know something and you know better, but then you do it, you know how you're not necessarily supposed to do it, then it's a mistake, right? So I don't want to call it a mistake, but by not understanding the follow up process for when you get a new lead for after you give a customer a quote, right? Think about all the people maybe last week that you gave a quote to and have you followed up with them, how many times, you know when, by what method, right? Have you, have you called them, have you left them a voicemail, you know, email, text, you know, if you're going out there and you're doing on site estimates or you're going out there and you are, you know, spending time on the phone with these people, right, Going through their inventory, talking about what they have, you know, giving them an estimate, that's not the end of it. You know, you can't take the approach of, you know, what if the customer wants to move with me, they'll call me back. And, you know, you have to get over this fear that a lot of people have of, you know what, I don't want to be a pest. I don't want to annoy people by following up with them. I don't want to annoy people by sending them an email after I spoke with them and they told me they were going to call me back. The follow up process is all about doing it in a way where you have a reason for why you're calling, you have a clear reason on why you're following up with them. And there's two main types of follow up. There's the follow up for new leads, right? New customers that come in that you have not spoke to yet, that you have not booked yet. And then there's estimate follow up after you give a customer an estimate, right? Whether it's over the phone or whether it's an on site, what's that process like? And remember, you're not being a pest, right? You don't have to be salesy it's not about being salesy, it's about being of value. Customers want someone to come grab them by the hand and lead them to the right decision. You're the professional, so don't fear being a pest. If you want to know when you call them back, what to say when you call them back, how many times you should call them back and exactly when you should, you need to come to moving sales academy. It's really that simple. But if you have leads right now that are sitting there, you need to go follow up with them. The days of saying, I'm going to wait for the customer to call me back, it doesn't work. Back in the day, maybe when there was yellow page ads and you had a big ad and you were sitting there and there wasn't much competition, but right now you've got to be following up. You've got to be following up on the new leads and you've got to be following up on the people that you've given an estimate to. That's a huge, huge, huge way that moving companies are dropping the ball, but also an opportunity for tremendous growth. It's crucial. Too many people spend all kinds of money getting new leads, right? They say, you know what, let me go buy more leads. They think that's the answer to more sales. And it's not. Right. Your sales process is like a bucket and all the money you're spending to pour more leads and more marketing in there, right? If you've got gaps and you've got holes in that bucket, all that money's just coming out of the bottom, right? So the key is you got to go plug those up and you do that partially with your follow up process. People think that they have to make this drastic, drastic change and overhaul their business. That what makes great salespeople great salespeople is that they just know what to say. So all you have to do is lay out what to say, right? Build out your scripts, tell your team, this is what I want you to say, right? Customer says, you know, I need to speak to my husband. Our move date isn't secure yet. We still have, you know, the closings up in the air. We don't know exactly when it's going to be. It doesn't take a great salesperson to turn that around and turn it into a book job. All it takes is knowing what to say. So they have the sales scripts right now. They have rebuttals. So the rebuttal is basically, you know, a response to everything that a customer says. We're not ready to move, right? I need to speak to my husband. You need to have a response in writing for everybody on your team. Okay? What happens when you start adding a strong sales script? Think about this. I want you to take your booking percentage. I want you to look at where you are today. Meaning if you get 100 leads and you book 10 of them, right? That means you're at 10% booking, right? And I want you to add. I want you to go from 10% booking to 5, 15% booking and say, you know what if we added some things in place? First of all, if we trained, if we found the right salespeople, okay? Which we teach you how to do it. Moving Sales Academy Live. All right, There's a link in the bio. There's a link right here. Click on that. All the information's there. You learn how to hire the right sales team, how to train them properly, not just sit them next to someone and say, hey, watch Tommy. See what he does for a couple of days, and then we'll put you on the phone. I mean, listen, that's how I did it at first too, you know, I get it. You know how to sit them down with a script where they know what to say, Sit them down with the rebuttals to overcome any objection that a customer might have, and then you give them your process, not a suggestion, your process for follow up. Right? In other words, after you get off the phone, this is your first follow up, then this is your second follow up, meaning you tell them exactly when to do it and what to say each and every time and what modality to use to contact the customer. Meaning phone, to text, email, voicemail. When you give them that, you create a sales machine, Period. Right? That's what you start to create. That's what we're gonna help you create at Moving Sales Academy Live. If you guys aren't registered yet, I'm telling you, don't miss this time. Don't miss this one because, you know, the Last 1, Last 3 sold out, and this one's gonna be huge, right? So it's not all sales. We talk about sales. We go into operations, we go into marketing. I teach you how to be the CEO of your business to where you're not working every day in your business, but you're working on your business and doing things that are making you money. Not just, you know, it's not just about booking jobs, right? We show you how to. How to bring the jobs in profitably because you're not spending all this excess money on marketing that you don't need to be spending because there's holes in the bucket that we need to plug up, right? Come to Moving Sales Academy. Click on the link if you're already home for the day. Go in your CRM, go in your emails, find five customers to follow up with that you would not have normally followed up with. Let me know your response on that. Let me know how many extra jobs you were able to book. Start getting your team in line with their follow ups. That's it. The more contact you're able to make with your customers and and the clear reason you have for calling them. If you don't want to be a pest, I know that's a fear of a lot of people and I don't want to be a pest. That's why you have to have exactly what to say for your sales team in your follow up process. All right.
