Speaker Louis Massaro argues that the main source of customer service complaints is inconsistency between what sales/estimators promise and what service crews deliver. He defines "sales-to-service consistency" as ensuring what is said on calls or estimates actually happens on the job, and recommends auditing/spot-checking moves and estimates to verify teams follow through.
When a customer calls in and they speak to your salesperson or your moving consultant or your move coordinator, whatever you call them, they get an expectation set. Whatever's being said to that customer and maybe it's on an on site estimate. Whatever's being said to that customer is setting their expectation. So when the movers then go out there, if the service is not consistent with the sale, meaning what they were told, there's a media problem. Okay. And this is where the majority of customer service issues come from. So what you want to do is you want to take a look at what's being said on every single call or on every single estimate. And are we doing that? Are we actually doing it? Not like I want to do that. I tell my movers to do that. But is it actually happening? Like you go and spot check the moves, are they doing the things that you say you're going to do on the phone? Right. That's sales to service consistency. That's one of the first ways to prevent complaints.
