Great First Impressions On Moving Day

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Hey, my friend, it's Luis Massaro.

And welcome to the Moving Mastery Podcast.

Before we get started today, I just want to take a minute and shout out all of our moving CEOs out there, members of our moving CEO business program that have been absolutely, absolutely crushing it. I'm just really excited for you guys and the results that I've been hearing about.

And if you're not already a member of our Moving CEO Business program, you.

Definitely need to go check it out.

It's called Moving CEO Business Program, and you can find out more@movingceo.com this is the program where I go live every.

Single month, training moving company owners on my latest strategies and what's working today in the moving industry and coach you.

To be at your very best each.

And every month, depending on the level that you join at.

There's also additional courses and trainings I'm.

Sure you've heard about.

My Moving CEO Blueprint or Moving Sales Academy or Movers Marketing accelerator. Those are all part of the Moving CEO Business program. And if you're not already in there.

You'Ve got to join us for our next monthly live training. In these sessions, we get to network.

With moving company owners from around the.

World and be able to share ideas on what's working.

And you know what, What? You know what new innovations people are.

Applying to their business to get results.

We're building an amazing community. If you're not already part of it.

Make sure you go to movingceo.com and check that out. And without further ado, let's jump into today's episode.

As a moving company, the first impression that you make when your crew shows up at the door of the customer's house can determine the success of the entire move.

You know, think about it.

When they show up, if the customer has an expectation of how that move is going to go, and you already sold them on a professional service, otherwise they would have not chose your company. They would have went with somebody else, right? So they're expecting professionalism. And if when the movers show up, they don't feel that and they don't experience that and the expectation that they had is not met, it could start to develop into a problem move, right? And in the society that we're in, in the way that people operate, they're already thinking about the negative review that they're going to post online. So, you know, this showing up, the first impression, when you get to the job, it plants the seed in the customer's mind of how that day is going to go. And if it's not a good first impression, it could shift their entire way.

Of being that day, you know, so.

If you've got movers that are like, man, it's customers just, like, hovering over me. They're following me everywhere I go. Don't touch this. Be careful with that. Chances are it's because they didn't sense and feel the professionalism from your crew when they showed up. So they don't have the confidence in their ability to provide the service that you promised them. You know, if you're joining me for the first time, my name is Luis Massaro. I'm founder and CEO of Moving Mastery, where we help moving company owners set up proof systems and processes in their business to create raving fans, increase profits, reduce stress, and live a better quality of life. And, you know, I recently went through a move myself. We moved, you know, from Arizona back to Florida. And I could tell you from having gone through that experience, I want to kind of share with you.

What I experienced on the day of the move. First of all, they were late. Okay? So it's like, you know, that that's part of it. That's understandable. Okay. That's understandable. But then when the driver showed up, the driver showed up in a rental truck. Okay? Not only a rental truck, in a U haul rental truck. Right? Not even like a nice penske. It was a U haul rental truck. And his helpers weren't there. Right. They showed up a few minutes later separately. They were kind of hired help that he didn't work with before. He didn't know the local agency sent them over. But when I went out to the truck and he opened up the truck, all his pads were just thrown all over the place. The dolly was thrown over there. And for me, I know that's a huge no, no. It's like, no. Like, you've got to have your truck on point, straps holding up the pads, Everything nice and neat, swept out. But I'm like, you know what? I get it. I understand it. I see what happened. His tractor and his trailer broke down. It went in the shop, okay? I'm giving him the benefit of the doubt. He. He just went on. I'm playing it out in my head the same way that the customers played out in their head, right? But I know how moves are supposed to go, unlike most customers. And so I'm like, okay, he grabbed all the pads and just threw them on the truck. He's by himself. He just wanted to get here. So he's not making me Wait any longer, making us wait any longer. And that was the start of it, right? And then the cruise, they didn't really know any, you know, they didn't know the driver. He didn't introduce me to the cruise. It was just not a good first impression, Right. And so it caused me to kind of, you know, hover over them a little bit, which I normally would not do. I'd normally say, hey, do your thing. Like, I'm not going to sit here and try to tell you how to do your job. But I needed to make sure that they did know how to do their job, that they were the right crew to be there before they loaded up all my stuff. So the point of the story is that that initial first impression wasn't good. And only because I understood all the variables and the reasons that it was happening was I able to start making sense of it for myself. But most customers will not do that, right? Most customers, that initial first impression is start. They're going to start in their mind. They're already writing out that negative review that they're going to post. They're already looking for leverage of how they're going to ask you for a discount when it comes time to pay the bill. So, you know, you might be thinking, Louis, but, you know, we want to do a good job for all of our customers. My intention is to do a good job, but how do I get my crews to consistently do a good job? And what about the customers that no matter what you do, they're unhappy? And I think that, you know, the amount of customers that no matter what you do, they're unhappy is much smaller than most people, you know, make it out to be. Right? I think it's. I think it's an excuse, and I think we need to go into the moves not looking at, hey, no matter what we do, they're not going to be happy. But instead focus on making a great first impression, focus on creating a raving fan customer, and understand that it might not go 100% right every single time, but still not go into it and saying they're not going to be happy anyways. What's the point, right?

Hey, my friend, it's Louis, and I'm just hopping in really quick to remind you to go get your free demo of Smart Moving software. Smart Moving Software is a company that I co founded that is quickly becoming the leading moving software in the moving industry. And I'm super excited for you to check it out. So go get your free demo today. Just go to smartmoving.com, that's smartmoving.com and sign up for your free demo and check it out today.

And then as far as your crew, you just need to be able to train them on what you want them to do. So let me give you three things that'll be helpful for creating a great first impression which will set the tone for the rest of the move. First one is the customer greeting. You want to have a moving process. You want to have a checklist for your movers to go out there. And one of the first things on it is the customer greeting. When they walk up to the door, how do they introduce themselves, and what are the helpers or the other members of the crew doing at that time? Right? So for me, it's like the driver's got to walk up, introduce himself, and introduce the crew. The crew's got to have, you know, pads on their shoulder, shrink wrap under their arm, everything ready to go, looking like they're there to work, not over there smoking a cigarette, not messing around in the truck. Customer ordered three movers. They need to see three movers at the door, right? Then the second thing you want to do is an immediate display of care and concern. An immediate display of care and concern. What does that mean?

Well.

The helpers are walking in with pads, right? They're walking in with door jamb protectors. They're walking in with floor protectors. They need to start doing that right away, right? Right away. For the customer to see you're there, you're not messing around. This puts. Wow, this. The customer all of a sudden is like, okay, they're here. They care about my stuff. They're concerned about causing any damage, and they're getting right to work. They're not wasting time, you know, especially, you know, if you're paying on a local move. If they're paying by the hour and they don't feel like you're really moving along again, you're planting the seeds for that bad review later on or that unsatisfied customer. So that immediate display of care and concern is important, Right? The third thing you want to do is make sure you've got a clean and organized truck. Clean and organized truck. You know, I know it sounds simple, and I know you might intend to do that, and I know you might want your crews to do that, but are you making sure that before that truck shows up at the customer's house, before the door comes up or the doors open, whatever type of trucks you've got, that the pads are nicely neatly stacked and folded, the dolly it's strapped in, it's swept out and it looks good because you have to realize the customer doesn't look at it and just go, oh, it's a truck. We do this every day. Oh, those are pads. They're looking and say, my stuff is going in there, right? All my belongings are going in that truck. It should not look like an episode of Hoarders in your truck. It should look like a nice clean place where their stuff is going to go. Alright, these are three simple tips if you want to dive deep into what I call creating the perfect move method. I've put together a free training. It's called the Perfect Move Method. I'll break down for you how to set this up, the three phases that you need to go through. You can get it for free at my website. It's louismassaro.com perfectmove lewismassaro.com perfect move. Go get that free training and start creating more raving fans which bring in more profits, they reduce stress, you have happier customers, you're prouder of the job that you do, which all leads to.

A better quality of life.

So until I see you next time, go out there every single day. Profit in your business, thrive in your life.

I'll talk to you soon.

If you really want to take your business to that next level, then I want to invite you to join us in our Moving CEO business program.

This is the program where I go.

Live every single month training you on new strategies to implement into your moving business. All new strategies that you could apply to your business to start quickly seeing results. This is the program that we have moving companies from all over the world that join us every single month for live training. Plus they get additional courses, they get tickets to my live events. This is the program that basically keeps our moving CEOs on their toes, keeps them fired up, keeps them working on the things that actually matter in their business so that they have a place to come to every month, maintain and keep that focused on what they're really working on, what they're really after and what matters today so that they're working on the right stuff. You know, this is where I train on all my latest strategies. The things in marketing, sales, operations, finance, you know, how to manage your team and leadership. It's all in the Moving CEO business program. And head over to movingceo.com and check out all the different membership options there. We've got, you know, companies that might.

Just be starting out.

We've got companies that have been in business 10 years. We've got, you know, nationwide multi location franchises that are members that come every single month so that they can make.

Sure that they're on top. Their A game, right?

We're all, you know, wherever we're at in our business, we need to make sure that we're constantly getting that zap of energy, that zap of new ideas that we can implement.

So we're working on the right stuff.

We want to work on what matters so that we could profit in our business and thrive in our life.

Right?

It's all about setting up a better quality of life. And once you've got your systems in place, once you've got your processes in place, once you've got your people in place, you're able to manage them and lead them in the right direction, then you're able to take a step back and start to really enjoy the fruits of your labor and the business that you've created. So this program where I teach all of this, it's called Moving CEO Business Program and you can check it out today@ movingceo.com so head over there, check out your options and I look forward to seeing you on our next live monthly training where I also answer questions and take feedback and help you reach that next level in your business. It's called Moving CEO Business Program. Check it out@movingceo.com thank you so much for joining us on the Moving Mastery podcast and being a part of this amazing community. And until we talk next time, go out there every single day. Profit in your business and thrive in your life. I'll talk to you soon, my friend.