Louis Massaro argues that moving companies need fully documented processes with detailed checklists at every stage: arrival, loading, transit, unloading. Without standardization, you get inconsistent service that produces both 5-star and 1-star reviews, killing profits and reputation.
The third point is your moving process. The actual process of moving needs to be documented, needs to have a checklist. You need to train your team on when you show up, here are the first things that you do, right? Here's what you do when you're getting loaded up and going to the destination. Once you get to the destination and you unload, here are the steps, here is the checklist. Otherwise, you won't have the consistency. In order to create raving fans, in order to, you know, keep getting those 5-star reviews consistently and not all of a sudden get a bomb of that 1 star comes in, you're like, but we do such a good job. I want— I'm a good person. Like, I get that. And when that 1 star comes in, it's painful. It's painful. We need to create that consistency, and the best way to do it is create a moving process for them to follow.
