Incentivize Your Movers and Create Raving Fans

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, those be surprised if they leave and they go work somewhere else. If you don't have a way to incentivize your crews and incentivize your movers, start with something super simple. Let me give you three steps that will really help you. 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 from 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 ear extra money, don't be surprised if they leave and they go work somewhere else. You know, 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? You know, if you're joining us for the first time, my name is Luis Massaro. I'm founder and CEO of Moving Mastery, where we help moving company owners set up proven systems and processes in their business so they can increase profits, reduce stress, and live a better quality of life. You know, when I first got in the moving business, when I started my company, I was, you know, 19, and I had no idea what I was doing. And I just paid the movers their rate. And we thought that that was good, right? We, you know, we're paying you to do the job. Do the job. And when I started to realize how important, you know, getting those repeat and referral customers were, and then later on getting the reviews, I was like, I need to incentivize them to go out there and do a good job. And when we first rolled out the idea of incentivizing them, we had this, like, 12 question call that we did with every customer after the move to kind of find out how everything did and created this whole big, complex structure for how to incentivize the moves, right? Like, were they on time? Were they in uniform? You know, everything from, you know, what the customer had to say. It was like 12 different questions. And we based this whole, you know, reward program structure on that. And it was super complicated to even teach to the move. Like, hey, here's how you're getting paid. And I explained it all, and they're like, I don't get it, right? It was complicated to keep track of administratively. And one day I was just like, what are we trying to accomplish here? What are we trying to accomplish with this program? And I was like, 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? So you might be saying, louis, well, why would I incentivize them to do their job? Why would I pay extra to do their job? And the reality is people need reward and recognition, right? So it's not just about the incentive. Every single month, this was like a big deal. Like, we had a little, you know, in the morning when the. When the MBPs, as we call the Mover bonus points, were ready. You know, we had, like, a little ceremony. We passed them out who was in first place, who was in second place. And they were so excited about it. The talk was like, hey, what'd you get for MVPs? What'd you get for MVPs? And it created a culture where we were now focused on creating happy customers, raving fans, you know, so now they're also getting extra money. You know, I'm sure you've got movers that come to you, they want to raise. This is an opportunity to give them a raise. But they get to earn it, right? Instead of you just giving it to them, they get to earn it and you keep it super simple, right? So if you don't have a way to incentivize your crews and incentivize your movers, start with something super simple. Let me give you three steps that will really help you. So the first thing you've got to do in order to do this is you've just got to establish your customer rating process, meaning how are you going to find out if the customer is happy or not happy? Right. So there's a few points where you could do this. You could do this on the move itself. So if your dispatcher is clocking the crew out and they're speaking to the customer, they could find out how the move went. If you're CRM, I know a lot of moving companies in the industry are using our CRM, which is smart moving software, which will send out immediately a text message and an email with a whole rating process that it takes them through to find out how the movers did or are you calling the customer after the job. You've got to establish how are we going to determine if they were happy or if they weren't happy? Okay. Once you've got that established, create a simple reward program. If you want to learn my mover bonus points, definitely go join our moving CEO business program at movingceo.com there's more information down below this video, but create something simple. You know, if you remember I was saying we created something really complex. You know, I'll talk to private clients or I'll talk to moving company owners, and they'll be like, I've got this system. And we give them this many points for this and this many points for that. We deduct this many points. And I'm like, okay, administratively, tell me the process to manage that every week and every month. And I go, it's a nightmare. I'm like, exactly. Keep it simple. You know, for us, there was customers happy, you get points, customers unhappy, we take away a certain amount of points, and at the end of the month, those points turn into dollars. They get a bonus check. Easy, simple, right? Don't over complicate it. The idea is that you just want to get it going. Third step is introduce it to your crew, have a meeting and say, hey, listen, we've introduced this new program. We want to start incentivizing you guys for happy customers and doing a great job. We know you work really hard and we want to show some appreciation for it. Right? That's it. Set up a reward program. Set up some incentives. Show your guys that you care. Let them go out and be focused on what you're focused on, which is creating happy customers. They're going to be five star reviews. Repeat, they move with you again. And referrals, they refer you to somebody else. Go implement that. Let me know how it works. And until I see you next time, go out there every single day. Profit in your business, thrive in your life. I'll see you next time. Hey, my friend, before you go, you've got to hurry and watch these next few videos over here. They will absolutely help you take your moving company to the next level. Go watch them now and I'll see you over there.