Louis Massaro ran five locations when his summer call center tanked. He fired the dispatcher and took over dispatch himself for months. Now he tells other moving company owners to do the same: jump back into core operations to actually control what's happening.
You know, I remember a time when I had five locations at the time and the location where my main call center was. You know, it was the middle of summer, and things weren't running the way that I wanted them to run. So what did I do? I jumped back into dispatch. I let go of the dispatcher that was there, and I did it myself. It's not that I didn't have anything to do. I had, you know, several companies all over the country to run. But it was so important that I get it back to be the way that I wanted it to be that I spent several months in the middle of the summer working it. And since then, I've advised so many of my private clients to do the same thing. You know, companies that, you know, maybe they've got one or two employees and companies that have multiple locations and franchises all across the board have done the same thing and went back in to dispatch in particular, because that's usually where the problems lie and taken back control of their business.
