Louis Massaro explains why movers need training in customer empathy, not just logistics. When a customer marks an antique table as a family heirloom, the foreman should rally the crew and highlight its significance, turning a routine move into a trust-building moment that protects both the item and the relationship.
You've got to train your movers in customer etiquette. They need to understand that that customer is uprooting their entire life and moving to a new place, which is stressful by itself. But now they've got strange people, movers coming in, right? It's very invasive. You need to train them on that and train them on how to have customer etiquette while on the job. I'll give you an example. So let's say the customer says to your foreman, says, "This table here, this is an antique. It was from my grandmother. Can you guys be really careful with it?" What will normally happen is the movers will be like, "Oh yeah, yeah, no problem, sure." They might be nice about it. What needs to happen is they need to go above and beyond to show concern for what the customer's concern is. Meaning, let's, instead of just saying, okay, yeah, sure, no problem, the foreman or whoever it is needs to call over the other guys and say, hey guys, come over here for a second. You know, Mrs. So-and-so pointed out to me that this piece right here, it's a really special piece. So let's all just make sure that we pay really good attention to this and we take extra good care of that, right? That little thing, even if it's unnecessary to just get the job done, will put that customer at ease.
