Preventing Customer Complaints

Foreign.

It's Louis Massaro, and welcome to another episode of the Moving Mastery Podcast.

This podcast is all about helping you reach that next level in your moving company.

And we do that by sharing with you processes and strategies and ideas that.

Get you thinking bigger on what's possible. You know, I grew my business from working out of a truck rental yard all the way to $20 million a year. And I want to help share those.

Strategies with you so that you could.

Reach that next level in your business, whatever that is for you. And, you know, it's not all about just making more money. It's about profiting in your business and thriving in your life. And we do that by, you know, being able to set up those systems, set up those processes so we could step away and work on our business and not be every single day stuck in the grind so that we have some time to enjoy with our families and just enjoy life and the fruits of our labor. And today, I am just so excited to talk to you about something that's gonna help you reach that next level in your business. And it's called Smart Moving Software. This is a company that I co founded with an amazing partner and group of programmers that have just built an amazing platform. You know, this is a software that.

Runs your entire moving business.

Not only runs it, but truly optimizes it. You know, one of the things that I the most is that you have just ultimate clarity into your numbers. I mean, as soon as you log in, you've got a dashboard right there that just tells you everything that's going on. You know, one of the things that I've realized over the years that helps moving companies really get to that next level of success is being able to know their numbers. And, you know, without a system that pulls everything together, it could be really, really challenging. And Smart Moving just has all the reports and all the information dialed in the way that you need it to be. And I'm just so excited to tell you about it today. Go check it out, get a demo, go to smartmoving.com, sign up for a free demo, check it out, and listen, if you don't have a CRM in this modern day of moving, you need a CRM. If you've already got a CRM and you're just looking for an upgrade, something that's more streamlined, something that gives you all the tools that actually matter, go to smartmoving.com, check it out. It's gonna help you do everything from the minute you get leads to your sales process, to customer Service to dispatch, to following up with your crews, to handling your numbers and your books and your reports. Everything you need is there in a streamlined, systematic, automated process. And I'm just so excited to be.

A part of it.

I'm so excited to finally have a solution to offer to moving company owners that for years were asking me, louis, what platforms did you use? What softwares did you use? And the truth is, I used a lot of different stuff that I had to tie together because there wasn't something like Smart Moving that allowed me to just do everything in one place. And now that we have that, I mean, we've got customers at all different levels using this software. You know, companies that, you know, maybe they're just starting out, companies that have been in business for 10 years, they've got 10, 15 trucks. We've got nationwide franchises that are running their entire operation off of Smart Moving. So I want you to go check it out today because I'm so excited about it.

It's called Smart Moving Software.

It's get your free demo@smartmoving.com and without further ado, let's jump into this episode of the Moving Mastery Podcast.

Preventing customer complaints.

All right, we want to be proactive with this because there's a lot of little stuff that happens that doesn't need to happen.

Number one is sales and service consistency.

Many of the complaints and problems that happen are because sales is telling the customer one thing and the service is different. Okay.

95% of your complaints will go away.

If what said in your marketing, whatever's on your website, whatever promises you're making, whatever your salesperson says, whatever happens with the dispatcher and whatever the movers do, if that's consistent from top to bottom, 95% of your problems will go away.

So review all your marketing.

Take a look at everything.

What are you saying? What are you promising? What are you telling people that you're going to offer them?

Because if you're saying it in your marketing, it needs to get delivered. Listen to your sales team quoting customers, whether it's live or whether it's recordings.

Review your sales scripts. We'll talk about sales scripts on Sunday. But sales scripts will help keep you out of trouble with complaints, because if the people that you have on the phones are saying the same thing consistently over and over and over, you could control what's being said. And they're not saying random stuff. They're not promising random stuff.

Listen to your dispatcher confirm moves. Remember, that's a great opportunity to take anything that happened in sales.

And smooth it over.

And spot check moves. Right?

So basically what you want to do is you want to take a look at your marketing. Take a look at what's being done in sales. Take a look at what's being done in operations. Is it consistent from sales to dispatch will help with complaints. But if you go from dispatch back up to sales, that'll help with sales. Let me explain what I mean. So maybe you do some incredible stuff on the moves. Maybe you're laying floor runners down. Maybe you're putting the door jambs up. Maybe you're protecting the, you know, the stairways. Is that in your marketing material? Is that in your sales script? Right. I don't believe in, you know, undersell and over deliver. I believe in oversell and over deliver. I know who was skeptical about coming here to thought this is probably bullshit. Let me go check it out. Be honest. I won't get offended. All right? I'm selling hard and then I'm delivering hard, period. You guys got to do the same. Don't downplay the sales piece and then say, well, this surprise them on the other end because that's less customers.

Customer journey. You know, walk yourself through their journey.

You know what happens when they book their move?

Are they informed about the next steps? Right. What happens next?

Are your movers making a good impression?

And then pick some customers to call personally to see how their experience was start to finish. You know, you might be doing surveys, you might have your CRM, sending out information. Call some customers once in a while and just kind of hear from them, ask them some more questions. What did you like? What did you not like? You know, when these events are over, I'm always talking to my private clients that are in the room, and I'm like, what was good about it? What was bad about it? You know, I'm walking. I do your whole customer journey. I do that whole walk through everything from registration to when you signed up to the emails. And if it's not perfect, then we're trying to make it better every time. So you've got to walk through the customer's journey and see what they're experiencing.

Internal communication. Most information is given to the moving consultant. Right. We know that.

Customer does not care about your departments.

You ever have an issue with some. With a company and they're like, oh, no, well, that's, you know, that's operations. You need to talk to them. Or that was sales. You need to talk to them. Don't let that be your company. When the customer sees your company, all they See is the logo, right? All they see is the logo. All they see is your company. They're dealing with one entity. They don't want to hear that like, oh, well, I know you told the salesperson, but I didn't, you know, we didn't know about that. On the operations end, they don't care about your departments. It's all one. Make sure you got detailed notes in your software.

Of course, I think you guys should definitely check out smart moving. But any software you're using, use it and put the notes in there, right? I don't care if it's the most old school system. There's a little note field in everything that's out there. Put the notes in it so that everyone knows what's going on and what the customer gave to the salesperson.

Hey, my friend, it's Louis and I'm just hopping in really quick to remind you to go get your free demo of smart moving software. Smart moving software is a company that I co founded that is quickly becoming the leading moving software in the moving industry. And I'm super excited for you to check it out. So go get your free demo today. Just go to smartmoving.com, that's smartmoving.com and sign up for your free demo and check it out today.

And then set your dispatcher up for success, right? Give them the tools they need. We talked about, you know, who walked away with some good, some good stuff for dispatch earlier, some good ideas. Okay? All right, good. Set them up for success. They're the quarterback of the day to day operation.

And send movers out with a move detail sheet. So move detail sheets, basically you know, all the notes, all the specifics on what's going on with that job. If you don't have a CRM, if you are operating off of, you know, paper, okay, Stick a post it note on the contract with the unique something, right? If that's your move detail sheet, then that's your move detail sheet. But you've got to send them out with information so that they know what is unique about this specific job.

And then you got to get employee buy in, right?

You've got to get your employees to buy in. They should know your number one goal is raving fans. That's it. You don't want satisfied customers.

You want fans. You want raving fans. They're quick to go give you the five star review, maybe even in two places, right? They hear about anyone that's moving, they're like, you've got to use my guys, right? Those are the customers you want to create.

Each department should know what the other departments do and the importance of them. So we talked earlier, like, keep sales over here and lala positivity, you know, book moves land and let dispatch be over here dealing with the stuff. But.

Maybe you gotta take somebody from there and let them sit and dispatch for the day. Take dispatch, let them sit in sales for the day. Right.

Let them.

Part of the employee buy in is getting them to understand that every position is crucial to make the business run.

There's a lot of moving parts. There's a lot of people that it takes to orchestrate a successful moving business. Make sure that they all respect the other positions, which if they don't experience it even for a minute, typically they don't. Typically sales thinks dispatch has the easy job. Dispatch thinks sales has the easy job. The movers think everybody else has the easiest job in the world. Right?

Teamwork, basic teamwork.

And the buy in starts with you.

If you, if your attitude towards the customers is like, you know, screw them, that's how your employees are going to act.

But if you're taking a proactive approach to preventing complaints and letting them know that it's like not acceptable, even if it before it was and now you want to make a shift, that buy in starts with you. Right? They follow you.

You know, took me, I don't know, seven, eight years of being in business to realize that it wasn't what I was telling them to do, it was what they were seeing me do and how they were seeing me act that they followed.

Right?

So set that example.

Mover support.

Train them.

Have you a mover? Right. Make sure they know what they're doing.

Train them how to interact with your customers. Okay? This is part of the perfect move checklist. How to interact with your customers. A lot of people get the first part, but then they forget about the second part.

Make sure they have all the equipment they need.

And be available when they need help.

Right. They have some issues. Be available.

You know, if they're calling in for support to the office during a job and they're getting brushed off, that's not good. That's going to show you don't care. They're not going to care.

Accept responsibility, okay? Accept your role as a business owner.

There's a lot you've got to put on your shoulders and realize that you are responsible for. You're responsible for your employees and what they do. You're responsible for your customers and the service they receive. You're responsible for your family and taking care of them financially. Like, you've got a lot of responsibility. With that comes the rewards, right? And if you're not seeing the rewards by the end of the weekend, we're going to show you how to find the rewards. All right? But you've got to just say, you know what? It's my responsibility to prevent these complaints. I know better than the customer. Right? We think that the customer knows what they should know. That, like, customer might move every seven or eight years, you're moving seven or eight people a day or more, right? Take on that role and say, you know what? I am the leader here in this situation. Let me guide the customer on the right thing to do. You know, better than the customer. And I don't mean that in a, you know, condescending way. I mean that like, you know, if the customer is, you know, you say, give me your inventory, and they just rattle off 10 things. You can't just say, okay, cool, thanks. You know, there's more than that, right? Take the lead. You know, better. Let them, you know, start digging for more information.

And tell the customer everything they need to know. Right? Again, this goes back to their journey. What do they need to know from the time they book the move to to help make it a successful move for them and for you?

Anticipate all potential problems.

Anticipate all potential problems.

If you really want to take your business to that next level, then I want to invite you to join us in our moving CEO business program. This is the program where I go live every single month, training you on new strategies to implement into your moving business. All new strategies that you could apply to your business to start quickly seeing results. This is the program that we have moving companies from all over the world that join us every single month for live training. Plus they get additional courses, they get tickets to my live events. This is the program that basically keeps our moving CEOs on their toes, keeps them fired up, keeps them working on the things that actually matter in their business so that they have a place to come to every month. Maintain and keep that focus on what they're really working on, what they're really after and what matters today so that they're working on the right stuff. You know, this is where I train on all my latest strategies, the things and marketing, sales, operations, finance, you know, how to manage your team and leadership. It's all in the Moving CEO business program. And head over to movingceo.com and check out all the different membership options there.

We've got, you know, companies that might.

Just be starting out. We've got companies that have been in business 10 years. We've got, you know, nationwide multi location franchises that are members that come every single month so that they can make make sure that they're on top of.

Their A game, right?

We're all, you know, wherever we're at in our business, we need to make sure that we're constantly getting that zap of energy, that zap of new ideas that we can implement. So we're working on the right stuff. We want to work on what matters so that we could profit in our business and thrive in our life, right? It's all about setting up a better quality of life. And once you've got your systems in place, once you've got your processes in place, once you've got your people in place, you're able to manage them and lead them in the right direction. Then you're able to take a step back and start to really enjoy the fruits of your labor and the business that you've created. So this program where I teach all of this, it's called Moving CEO Business Program. And you can check it out today@moving CEO.com so head over there, check out your options and I look forward to seeing you on our next live monthly training where I also answer questions and take feedback and help you reach that next level in your business. It's called Moving CEO Business Program. Check it out@movingceo.com thank you so much for joining us on the Moving Mastery podcast and being a part of this amazing community. And until we talk next time, go out there every single day. Profit in your business and thrive in your life. I'll talk to you soon.

My friend Sam.