Louis Massaro25 Years of Moving Industry Mastery | Founder of MoverOS™

Increase Profits With Raving Fans: Your Team Problem

6 May 2026 · 1 min

Watch on YouTube

1:18

In this solo presentation, Louis Massaro argues that moving companies lose profits and create operational headaches when they train movers only on the physical act of moving. He stresses that effective training must also cover how movers interact with customers—teaching etiquette, showing empathy, and aligning with the company’s service standards. He highlights the need for conflict‑resolution skills, whether disputes arise between movers, between a mover and a customer, or when a mover is caught between the two. Massaro stresses that clear, consistently communicated policies and procedures are essential for operational consistency; without them, movers act unpredictably, leading to customer dissatisfaction and lost revenue. By expanding training to include these soft‑skill and procedural components, companies can create consistent, high‑quality experiences that turn customers into raving fans and boost profits.

Chapters

The second point is you wanna make sure that you're training your movers. I know this sounds obvious, but it's not just to train them on how to move, right? You've gotta train them on, number one, like, how do you want them to interact with your customer? You know, what does that look like? What's the customer etiquette? You know, when they need to show concern for what the customer shows concern for, right? 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, right? 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," right? 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.