Set Your Moving Company’s Dispatcher Up For Success

Hey, my friend, it's Luis Massaro, CEO of Moving Mastery and founder of Moving Sales Academy. I want to talk to you about your dispatcher. I want to talk to you about, you know, setting them up for success, alright? I believe that dispatch is one of the most important positions, if not the most important position in your moving company. All right? Yes. Your movers go out there every day, they work hard, they bust their back. It's a very, very tough position. Your dispatcher is dealing with all those move, okay, all those customers. They're basically sitting in the central command center of everything that's going on on a day to day basis for your company, right? They're responsible for making sure that the movers go out with the right information, with the right equipment, right? To make sure they get there on time, making sure that the truck goes from this job to that job. You know, you know everything that they do, you know all the work they put in and you know that it could be a very tough and stressful job. So today I want to give you three things that you can do to help set them up for success. All because you need to give them the support that they need. You can't put them in that dispatch seat and just let them swim or sink, right? You gotta give them the support that they need. So I wanna give you three things that you can do to help with that. First one is it starts with sales, right? Detailed notes. When booking the move, your sales team has to be putting detailed notes in your CRM. If you're not using a CRM, then you need to be writing up detailed notes on a move sheet. All there needs to be detailed notes, period. Everything that's a concern of the customer, everything that they need to know to do their job properly needs to be in the notes. I mean, that's one of the biggest things that's going to cause them not to be able to do the job. That's going to be able to make it look like they're the ones dropping the ball. But in reality, if they don't have all the information that they need to work with, how can they perform? How can they give the customer what they need if they don't know what the customer needs? That brings up number two, need to make sure that they're doing a scripted confirmation call on every single move. I like to have the dispatcher themselves do this, all right? But if you have more than one dispatcher or you have a dispatch assistant and somebody in the dispatch department needs to make a confirmation call and I say Scripted, because you need to hit key points each and every single time. You need to verify everything that's on the estimate, make sure it's accurate. Because that scripted confirmation call is your last chance to get things right. Even if the salesperson didn't put all the notes or even book the job maybe incorrectly, a good confirmation call can set all that straight. A good confirmation call can take a job that, you know, maybe a new salesperson made some mistakes on it and dispatch gets it. And instead of just sending a truck out there by going through a checklist of all the things that you want to make sure that you're on the same page with the customer on before you go out there, it could save the day. All right? So make a scripted confirmation call one to two days before every single move. You need to make sure you're on the same page with the customer. This is so important. All right. Third, give the movers a move detail sheet. So a move detail sheet, essentially, if you have a CRM and you could print something out that basically shows all the detail of that job, all the packing that it's going to need, all the concerns of the customer. Right. If the customer expressed that they have concerns about their new floor when they were booking the move, those should be in the notes. And then if that concern gets passed along to the dispatcher, the dispatcher needs to pass that information along to the movers. It's all about internal communication. It's all about taking what the customer says at the beginning when they speak to your salesperson, making sure that information gets to dispatch and making sure dispatch gets that information to your movement movers. All right. If you don't have a move detail sheet, it could be. I mean, listen, I'm not fancy here. These are just little notes. You could be putting it on a sticky note on a post it note and sticking it on the bill of lading on the contract before you send the movers out there. Right. A list of everything that they're going to need, all the material that they're going to need, any special circumstances for the job. Don't just, you know, have your dispatcher when I say set them up for some success. It's also giving them a little bit of process, too. Right. So this is part of the process that you need to implement to help them be successful. And they shouldn't just be handing out clipboards in the morning and sending people out on jobs with moves without the movers knowing what's unique about that job. Right. What's different about this job what material do I need? What is this customer expecting? Because if the mover shows up and isn't aware of something that the customer, you know, the customer told your salesperson that they have a little poodle and be very careful that the poodle might run out the front door. If they leave the front door open and the mover never heard anything about a poodle, when they arrive, the customer is going to automatically be in a stressful state that will maybe have them reacting to situations and getting upset about things that they normally want to get upset about. Right? All about internal communication. You have to support your dispatcher, you have to make sure that they have everything they need. So if they're kind of over there right now winging it and they don't have a process, you can't really put it all on them. If things aren't going right, if they don't have the step by step of how you want them to do things, what time you want them to be there in the morning, what time the trucks must be out of the yard every day. Right. What your inventory process looks like. Right. Sending the movers out to do a truck inventory to make sure how many pads are on the truck, how many dollies, how many straps, what's that process like? What's the process like for going in the warehouse and getting packing material and getting whatever they need for the job? What do they need to do if a mover needs something additional while they're already on a job? You have to provide them this information you have, give them the support that they need. And by having internal communication in your office, by getting detailed notes when they book the move, doing a scripted confirmation call one to two days before the move, taking all the important information about that move and making sure the movers have it. This is going to really help your dispatcher do their job. All right, so listen, I know what it is to sit in that seat. I mean, when I started my company, I wore all the hats for a lot of several years. I dispatched trucks, right? Then when it would get busy, even after I was bigger, I would go in and help. Busy, end of the month dispatching, it's a tough position, you know, that's a tough seat to sit in every day. Make sure they're getting the support that they need. And if you're, you know, still dispatching, if you own a moving company and you're dispatching the trucks, make sure that whoever's booking the moves is giving you the detailed notes that you need to be successful. Alright? So I hope this was helpful. If you have any questions, leave them in the comments below. Until next week, go out and Profit in Business, Thrive in 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 build a rock solid sales process in your moving company and continue to book moves on a regular basis and just increase sales, what I'd love to do is teach you the six stages of building a moving sales machine in your company. Alright? These are the same six stages that I use to build my company to a multimillion dollar nationwide level where we were booking 12,000 moves a year or $20 million in business. And I'd love to train you for free on how to do that in your company. Alright? So simply click on the link on this page or head over to LouisMassaro.com six stages so that's Louis L O U I S Massaro M A S S A-R-O.com six stages and you'll get instant access and meet me back here. And we're going to walk through the six stages of how to build a moving sales machine in your company. All right? So until I see you on the other side, until I see you back here for the free training, go out there every single day and profit in business and thrive in life. I'll see you later.