Louis Massaro (speaker) advises movers to create and document a standard moving process — including checklists for arrival, loading, transit, unloading, and training the team — to ensure consistency that leads to consistently high (5-star) reviews and prevents unexpected 1-star reviews.
The actual process of moving needs to be documented, needs to have a checklist. You need to train your team on. When you show up, here are the first things that you do, right? Here's what you do when you're getting loaded up and going to the destination. Once you get to the destination and you unload, here are the steps. Here is the checklist. Otherwise, you won't have the consistency. In order to create raving fans, in order to, you know, keep getting those five star reviews consistently and not all of a sudden get a bomb of that one star comes in, you're like, but we do such a good job. I want, I'm a good person. Like, I get that. And when that one star comes in, it's painful. It's painful. We need to create that consistency. And the best way to do it is create a moving process for them to follow.
