Louis Massaro explains a mover bonus points program created to incentivize movers to prioritize customer happiness. Movers receive points for happy customers and lose points for unhappy ones; points convert to monthly cash bonuses. The program emphasizes focusing crews on creating positive customer outcomes even when minor damages occur because overall customer satisfaction is the metric.
The number one thing is to make sure we've got happy customers. If we've got happy customers, then I want to incentivize the movers. If they go out there and they do a great job and that customer is happy, I want to incentivize them. And that was the start of my mover bonus points program. And it was a program that I created that essentially was like, look, if the customer's happy, you get points. If the customer's unhappy, we take away points. And at the end of the month, those points convert into dollars, and you get paid a bonus every single month. It became a huge hit in the company because it was like, guys go out there and make the customer happy. Because sometimes, you know, maybe there's a scratch on a dresser, but the customer's still happy. They understand, right? Things happen. But if they're focused on what you want them to be focused on, which is making that customer happy, and they make that happen, you want to give them an incentive, right?
