A short spoken presentation by Louis Massaro about keeping moving-company crews motivated by offering incentives so they focus on the company's primary goal: creating "raving fans" (happy customers who generate repeat and referral business). Massaro argues hourly pay alone isn't sufficient and that movers should see clear ways to both help the company and earn extra money.
If you want to keep your great movers working for you and you want to keep the morale high, you've got to have a way to incentivize them. What I mean by that is, you know, we often think that, you know, the hourly rate that we pay somebody in their regular pay structure is enough to keep them fired up to do a good job. And the reality is, as a moving company, your biggest goal on every move, your number one goal, is to create raving fans. You want to create raving fans so that you get more repeat and referral customers. In order to do that, you've got to have everybody on board knowing that that is our number one objective, to create happy customers, raving fans. And if you don't have incentives, if you don't have a way of keeping your crew focused on that goal and ways for them to earn extra money, don't be surprised if they leave and they go work somewhere else. In order to keep quality movers around, they need to see how they can help the company, but also help themselves. What's in it for them?
