Identifying The Source Of Problems In Your Moving Company

Foreign.

It's Louis Massaro, and welcome to another episode of the Moving Mastery Podcast.

Hey, what's up, guys? We are live. It's a little later than usual, but I had a few things going on today, and I wanted to make sure that I got here for you. Let me just make sure that I'm not backwards again. All right, cool. So, yeah. So let's talk about how to identify problems in your company. People aren't doing what you want them to do. You've told them, you know, a bunch of times, this is how I want things done, and still they're not doing it that way. Or you're having, really, the worst sign that you're having issues, which is, you know, customer complaints. Right.

Your service isn't what you're saying it's gonna be, and customers are upset or your employees upset. Bottom line is there's problems, and you need to identify where those problems are. So I've got some points here that I want to definitely hit with you.

Today. I was on a. You know, I do a live coaching and training program every month for a group. It's called Moving Mastery Monthly. And in this program, I answer questions for people that are, you know, having challenges, having difficulties. And I spent a little time kind of going through and explaining what I would do and how I think they should handle the situation. So one of my awesome, awesome members, he said, louis, I'm having a lot of trouble getting.

My team to do things the right way. We're having customer service issues. We're having problems. The ball's constantly being dropped.

What do I need to do? Because I'm explaining to them what I want done. I'm telling them how they need to do things, but things aren't getting done that way, and it's clear that it's not happening based on issues and things. I'm hearing back from the customers. How do I deal with that? All right, so.

The thing that you need to realize is that every single one of your problems is gonna come from either the people or the process. Right? So in other words, either there's a breakdown with the process or the people aren't following the process. So if we look at it and we examine it, we say, okay, we're having some issues where, you know, people aren't following what I want them to do. You have to identify, is it the people or is it the process? And the first thing you want to do is you want to.

You want to first look at the process, right? Because I'm a big believer that you could take an excellent process with some okay people and run a great business versus having no process with excellent people and running a good business. What you really want is you really want an excellent process and some excellent people to run that process, right? But the process usually comes first. And a lot of times when we're trying to identify issues and, and we're trying to identify problems, it really, it's very easy to put the blame on the people, right? And so as a business owner, one of the first things that you could do that would really be valuable to you and your future and the success of your business is to start saying, you know what, Instead of me just rushing in and blaming the people. Because remember, the problem's coming from one or two places. It's the people or it's the process, right? That's it. It's a people or it's a process.

Instead of rushing in and just blaming the people, let me take a step back and say, you know what, do they have the tools that they need, right? Do they have a very black and white process to where it's explained? They know exactly what they need to be doing, right? And so when we look at this, it's really, you know, the problems aren't that usually not that big and they're not that overwhelming. If we could identify if it's the people or if we could identify if it's the process. And if you're not sure, you start with the process, okay? You start with the process and you tighten it up. But you say Louis, but you know, there's so many different processes that go on throughout the business that, you know, where do I begin? Alright, so I want to definitely give you that. But the next thing you want to do, alright? And this is kind of your takeaway, right? It's easy to go, alright, people or process, right? Let me look at each problem that happens because that's really all it boils down to. One of the best things you could do to.

Lauren. You're funny. One of the best things you could do to go ahead and put all this to rest is to look at what's called your communication flow. Okay? So you want to look at your communication flow from marketing to sales to service, alright? Communication flow from marketing to sales to service. And what does this mean? What this means is that you know, everything that you say in your marketing, right? Everything that's listed on your postcards, on your website, all of your marketing on the side of your truck, doesn't matter, everything that you say in sales, so whatever's in your sales script, what you say, right? And then the service that actually gets delivered, right? Meaning the move itself and the service you provide to your customers, that communication flow is key. The breakdown in communication is what could cause a lot of the problems. So we were talking about that, you know, it's either people or it's the process that cause every single problem within your company, right? It's either the lack of process or that the process is not well defined or that the people are not following that process, right? So we gotta take a look at the communication flow. We need to say, okay, when you have issues that are.

You know, customers, like I wasn't told about that, right? Or I thought you guys, you know, handled this, or I thought you guys handled that. You know, it's really part of this communication flow. Getting the information from whatever's on your website to making sure that your salespeople are relaying that information to the customer and making sure it gets to service. So let me give you an example. Customer calls in, has a lot of things that they want to express. Any concerns, any, you know, special requirements for their move, that is being told to the salesperson, that information needs to get put in the CRM so that when that information goes from sales to operations, there's clear notes on what needs to be there, right? This is part of the communication flow, alright? So to make sure that anything that a customer says goes from sales to service. But here's the thing, you also want to take out, take out a piece of pen, take out a piece of paper. You guys should know by now, have your journals ready, have some notes ready to go. Everything that you say and all the promises you make to your customers in your marketing, everything that's on your website, list that out, okay? Everything that you say to your customers in sales, right? All the promises you make in sales, list that out. Everything that you actually do in service, meaning everything you do on the day of the move, before, after, whatever, your whole operations, everything you do, list that out. That needs to all be consistent. When there's inconsistencies here, that's what's gonna cause issues with customers, that's what's even gonna cause issues with employees, internal breakdown and communication. But what you want to do is you obviously want to make sure that all of your marketing is true, right? You're saying things that you really do offer. And then when you sell whatever's in your sales script, you're saying things that you really do provide in the service. But where a lot of people don't this seems obvious, right? But we also want to go backwards from here, too, because you may be missing some opportunities to market things that you do in your service. Maybe you do some really awesome stuff. Maybe, you know, you're laying down floor protection and you're covering, you know, you're covering the door jambs before you own the house. Like, whatever you're doing, okay? All that stuff is juicy, great, like, really good material to put in your marketing, to put in your sales pitch. So again, you just want to make sure that not only the information and communication goes this way, but it also goes that way, alright? So you want to make sure that you are.

Addressing each and every problem and just saying, look, is it the people or is it the process? Right? And you got to get really, really serious about this. And you know what? I typically find, okay, because we all learn the hard way. I learned the hard way myself, okay? But what, you know, I always am seeing now, constantly, is that the people that say, hey, Louis, I'm serious about getting my processes in place. I'm serious about creating a blueprint for what my business looks like. And people that are really serious and putting some of the fundamentals in place, it's that they've had enough, right? They've gotten so sick and tired of. I tell them the same thing all the time. It doesn't get done. I'm trying to grow and I'm trying to scale. I just can't seem to do it. I want to step away from my business, but I just can't seem to get the time to be able to do it. And every time I delegate, they don't do it right? So I just stop delegating, right? It's the people who get so fed up with it and finally say, you know what? It's on me. Like, this is my business. I'm responsible. I can't blame it on anybody. So when a situation happens, let me just say, hey, is it the people or is the process, right? Because it just, you know, if you're somebody and you are constantly saying, there's no good people, there's no good people, there's no good people. Everybody I hire sucks. Then what you need to look at is say, you know, look in the mirror and say, hey, look, do you have your processes in place? Right? Do they know exactly what you want? Do they know exactly what the expectations are?

That's the realization. And when people have that realization, then they're like, really open. They're like, all right, Louis, let's talk about it. Let's talk about setting up the blueprint, the systems, the processes, all of that. So that's your takeaway for today, right? Is it the people or is it the process? And then make sure your communication flow is on point. All right, let's see what we got here in the comments. Lauren, you're funny with your.

I'm recommending tranual 100% for process training. Super easy to use. Cool. Thanks for sharing that.

Katz. What's up, Katz? Try not to knock my phone over here. I got a new stand, 1030 in the UK. Nice. Get some sleep. Thanks for answering all my questions. On your moving Mastery Monthly, I advise anyone who wants to ask Louis questions, join. Best thing I ever did. Kets. Thanks, man. I love having you there. Thanks for being here all the time on these lives. I see you every time I see the comments. Thanks so much. Thanks to everybody else. Let's see if there's anyone else here. All right, I'll see you guys next time. Go out there every single day. Profit in your business, thrive in your life. Check if it's the people, check if it's the process, and make sure your communication flow is flowing. All right, I'll check you guys later. Bye.

Sam.