Louis Massaro says moving companies are failing not because of the housing market, but because they lack clarity and control. Without documented plans for booking, servicing customers profitably, and building teams, owners can't see what's working. Gaining control starts with understanding every step of the customer journey and how your people and systems perform.
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The reason so many moving companies have gone out of business recently isn't because of the housing market. It's not because of the economy. It's because they didn't have the clarity and the control they needed to see what was coming and be able to pivot and shift directions as the market changed, as the way we market to customers changes. You know, we're in a business that's hard. You know, it's a hard business to be in. And so when you can't see when you can't clearly see what's our plan, right? What's our plan to book moves? What's our plan to service them profitably, right? What's our plan to build our team? If they can't see what's the plan, what are we working on? If they can't see the progress of what, you know, are we moving forward? Is this thing working? Is this system working? Is this process working? Is this person working? They've got no clarity into their business. And then if you have no clarity and you have no control, meaning you don't know your process, like how, in detail what happens every time a customer calls, in detail what happens every time you show up on a move. If you don't have control over the process or the people that are performing the process or the AI that's performing the process and, you know, aren't able to see the performance of that, of course you're overwhelmed. Of course you're stressed, right? It's like trying to, you know, steer this big ship in rough seas and you can't see where you're going. You don't know where you're supposed to be headed. And you have no control. You don't have the dials to see what's happening. So when you think about this in your business, if that resonates, if you feel that, you've got to gain control, right? You get control by getting the clarity that you need first and foremost. Look, you know what you need to do. Sometimes the waters are just a little muddy and you can't see. Get the clarity, get back control, and start moving forward.