Louis Massaro advises moving-company owners/managers on preventing operational problems by training movers beyond physical handling: teach customer etiquette, how to show concern for customers' issues, techniques for resolving conflicts (between movers or between customer and company), and ensure movers understand company policies and procedures to create consistent service.
You want to make sure that you're training your movers, you've got to train them on number one, like, how do you want them to interact with your customer? What does that look like? What's the customer etiquette? When they need to show concern for what the customer shows concern for, they need to understand how to deal and resolve conflict that may arise on the job, whether it's between two movers, whether it's between the customer and the company and they're stuck in the middle. How do they deal with that? And most importantly, they need to know what your policies and your procedures are. What, what is it that you want from them? So much of the operational issues that I see with moving companies comes from a lack of communicating with consistency. The policies and procedures that you want your team and your movers to follow. We can't just send them out there with the move and the truck and some pads and some dollies and say, go move these people from point A to point B, because they're expecting more than that. And you want consistency. How do you create that consistency? You do that by making sure you're training your movers on more than just how to move furniture.
