Moving Sucks!

Moving sucks. Not the moving business, moving. The process of moving sucks. The moving business is great. But think about your customers, right? Think about everything that they're going through during this whole process. You know, moving statistically is one of the most stressful things people do. Behind funerals, divorce, right? Moving is one of the most stressful things that they do. It's not a fun experience for them. So, you know, as a moving company, it's important to remember that. It's important to remember that, you know, this customer is not really enjoying this whole process. And even though you do this every day, they don't. And they may be going through, who knows, they might be moving because of a funeral, they might be moving because of a divorce, they might be moving because they just got downsized. They also might be moving because they just hit the lottery and they're moving to something bigger. But it's still a stressful experience, picking up everything that you own, displacing your whole family and going somewhere else. Even though it might be exciting a little bit, it's going to be stressful for people, right? So I know that there's a lot of customers that, you know, can spaz out and freak out. I mean, I remember the first time a customer freaked out because we were a half hour late because she was going to miss the cable guy, and I'm like, really freaking out on us because she was going to miss the cable guy, and I'm like, whoa. But when you start to think about it and when you put yourself in their shoes, you start to understand that, like, it's not just the cable guy, right? There's a lot of stuff going on, that their whole world is up in the air. So just remember that moving sucks. And I want to give you five steps that'll really help you and your company, you know, live that with your customer.

All right?

So the first step is put yourself in the customer's shoes, all right? Understand where they're coming from. You know, this isn't something that you just do once and forget about. It's something you need to remind yourself and your staff to do, you know, on a fairly regular basis. It's going to allow you to create a better culture, to create a better environment, to create a better experience for your customers, which turns into more repeat Referral customers, more 5 star reviews, more business, more money, all right? So it's lucrative to make sure that you're taking care of your customers and understanding what they're going through. Put yourself in their shoes, all right? And then you Know, see what you could do to make their experience suck less, right? Moving sucks. Like, what could you do to make it suck less? No one's, you know, I'm not delusional. You're not going to make their moving day fantastic, like, the best day of their life. But you can make it not as bad, right?

You cannot.

You can make it a little bit better, and you can definitely try to not add fuel to the fire and make it worse, all right? Make their moving experience suck less. Number three, you know, train your team on having compassion, right? The same way that I'm talking to you about, you know, remember what this person's going through. They might be freaking out. They might be following you around the house and saying, don't touch that. Be careful with that. That's an antique that was given to me by my grandpa. Have compassion for what they're going through. Train your team to have compassion for what they're going through. And it's just gonna help the whole experience. And you'll stop taking it so personal. When they're a little, you know, they have a little attitude and they're a little stressed out, you'll realize they're going through a stressful time, right? If you worked at a funeral parlor, would you freak out because the customer's freaking out, right? The family's in there and they're, you know, stressing out and giving you a hard time. You know, moving's up there with a funeral, moving's up there with a divorce. Just have a little compassion and understand what they're going through. And you won't take, you know, it's so personal, all right? Respect their belongings. Too many times, you know, we get used to this, right? Our movers will go in the house, and they know what they're doing, right? So they'll go in and they'll just grab something and put it down and start padding it and, you know, schlep it out of the house. You know, having a little extra respect for their belongings, even though you know what you're doing, just to show them that you're going to take care of it goes a long way, right? You've had customers. If you've been in this business, you know, more than a few months, you've had customers that will follow your movers around. And every little thing that they do, if the movers showed up, showed a little more respect for their belongings right away, right up front, right, and took a little extra care, those customers would start to back off a little bit. Not all of them, but those customers would start to back off a little bit and let them do their thing. All right? And number five, you have to remember, you booked this move because they believed in you, they trusted you. You had a good sales pitch and you earned their trust. So honor their trust, right? The reason they went with you is because they trusted you. People buy from people they trust and like, so they book their move with you. They put their trust in you to come out and handle their stuff. Honor that right. Earn that trust after the fact. Don't just do what you need to do to book the move. Earn that trust throughout the course of the move. All right? Just remember, it's not just for you. This is for your team. This is for your movers. This is for your office staff when they call in and they speak to somebody about a problem they have and the person on the other end of the phone in your office treats them not so good or just with a little bit of an attitude that needs to change. Right? Respect the fact that moving sucks. Your customers are going through that and look at it as an opportunity to, you know, create a little extra, you know, joy in the experience for them, all right? You could play a big part in how stressful this move actually is for them. All right? Think about that until I see you next time. Go out there every single day. Profit in your business, thrive in your life. I'll see you later.

Hey, my friend, it's Louis. I hope you enjoyed this episode. Do me two favors. Number one, subscribe to this channel so that you continue to get updates every time I release new training for you. And number two, if you want to get to that next level in your moving company and become more profitable, what I'd love to do is give you a copy of my 10 rules of a profitable moving company. These are the same 10 rules that I used in my business to get to a 20 million dollar a year level where we were booking 12,000 moves a year. And I want to give you a copy of this for free. All you have to do is click on the link on this page or go to louismassaro.com 10rules. So that's Louis. L O U I S Massaro M A S s a r o.com tenrules Put in your name and email address and I'll send you out a copy. All right, thanks for tuning in. Until I see you next time, go out there every single day. Profit in your business, thrive in your life. Get your copy of 10 Rules today. I'll see you soon.