You Must Confirm Every Move

Have you ever sent the crew out to a move, got there and the customer's like, we're not moving. Or maybe you got there and, you know, what you had on the reservation was totally different than what they actually did have. This is why it's so, so, so important that you do a confirmation call before every single move. This is like a non negotiable thing. It was always a non negotiable thing. In all of my companies. We must take do a confirmation call on every local move. Long distance too. But we're going to talk about local moving today. We're going to talk about why you must and how to confirm every single move, every single move and the benefits of it. All right, so first thing you want to do, I'm going to give you five things to help you out here. First thing you want to do is want to create a confirmation checklist.

All right?

So this is like a combination of a script and a checklist. So when I say a confirmation call, I do not mean. Ms. Jones, hi, it's the moving company. Are you moving? We're going to be there tomorrow at eight. Great, we'll see you then. No, Ms. Jones, hi, we're calling from the moving company. I was just calling to confirm your move for tomorrow. Are we still moving you? Oh, great. Let me just verify a few details. I see that you're moving from this address. I see that you're moving to that address. We're moving. You have a three bedroom home, this, that. Right. I have your own inventory here. I see that we have a piano. We're going to go ahead and take care of that.

All right.

Do you have any items that are coming into storage? Is there anything that you need packed?

Right.

You go over all the details of the move on this scripted confirmation call. You need everything that you want to make sure of before you go out there. You need to make sure is in your checklist. Right. A confirmation call is your last and final chance to clean up any mess that the salesperson may have made. Let me say that again. Salespeople may make a mess of the job. They may not book it absolutely correct. The customer may have left some things off the inventory. The salesperson may have been a little lazy in their estimate. There may have just been a little bit of a miscommunication between the customer and the salesperson. Whatever the case is, when you do a scripted confirmation call with a checklist and you go over all the details before you send a crew, it's your last and final chance to, to make it right.

Right.

It's, you know, don't just call again and say, hey, we're going to be there tomorrow. Go through everything, make sure you're prepared for that move. This is a non negotiable. This needs to happen on every single job.

Okay?

You want to call one to two days before the move. It's really up to you how far in advance you need it for planning purposes. You don't want to do it further than this. You don't want to do it like three, four, five days in advance because for, for the customer's sake, you want to basically be able to say, hey, we're coming here tomorrow, or we're coming here the day after tomorrow. This way it's fresh in their head. You know, maybe they forget. Who knows? You want to make sure that you have your schedule tightened up and you don't all of a sudden show up to a job that's like, oh, well, we're not moving. Oh, we called somebody and we rescheduled, or we forgot to call you and reschedule. Call them one to two days before the move. And you could email, you could call, you could text. I suggest you do all of them, but you must speak to the customer. All right? Leaving them a message and saying, hey, we're just confirming we'll be there tomorrow. We're just letting you know. The confirmation is not for them. The confirmation is for you to make sure that you're still on, that you should schedule a crew, that you should schedule a truck. How much equipment you need? Do you need any additional packing material? Are they going to need storage? The confirmation call is you need to speak to the customer. You need to let them know in your message, in your email or in your text that we need to speak with you in order to send our crews out there. All right? You need to get that phone call back. And if they don't call you back, you need to keep calling them till you get them on the phone. It's so important that you do a confirmation call. Make sure you speak to the customer. Confirm all the details. Okay, we talked about this a little bit. Confirm all the details on the move. Everything from the address to the gate code to the, you know, does the building need insurance? Everything that you're going to possibly need that could cause a problem on the day of the move, this is the time to handle it. Confirm all the details. And number five, this is a perfect opportunity to upsell packing and storage.

All right?

They may have planned, you know, when your salesperson booked the job. They may say, no, we're not. Everything's going to go into the house. No, we're going to do our own packing. No problem. We have plenty of time. You call them a day or two in advance. They might be at that point where they're like, I don't want to do any more packing, or they ran out of boxes and they're going to need to run out, and they're just like, you know what? We do have some things that you actually can come and pack for us. Are you guys able to do that on the day of the move?

Sure.

Absolutely. Not a problem. You give them a quote on packing. You let them know what it's going to be. You make sure the material's on the truck, and you just sold some packing on that job. All right, maybe this customer is starting to realize that they're going to need some storage. Maybe they need to store one room of furniture that's not going to go into the new house. They didn't think that when they first set up the appointment, but now they do need storage. You need to remind them that you offer storage and that you could do it. You know, one room of furniture, one piece of furniture, whatever they need. Or maybe the place they're moving into isn't ready yet. You didn't know that, and maybe they didn't know that until you just called them. But now, you know, you could bring it into storage. They might be on the phone looking for public storage, not knowing that you offer storage. All right, confirming moves is one of the. I mean, if you're not doing this consistently now, and when I say consistently, I speak to a lot of moving company owners. I don't mean like, oh, yeah, they make some confirmation calls. And as the owner, you don't really know who's making a call, what they're saying. Exactly. That's a problem. Now, if you're not having any problems on any of your moves, your customer service is perfect. You never run into any issues where, you know, you show up and the customer's like, I'm not moving. Or you show up and the customer. The move is totally different than what was explained. Maybe you don't need to do it. But I can tell you that every single move we ever did was confirmed. And this will save you a world of headaches. Okay, so if you think you're confirming now, if you're like, oh, I told my dispatcher to make some calls, or I told this person in the office to call and just confirm, run through this process. Do a real confirmation. This is going to help your operations. This is going to help your profit. This is going to help your customer service overall. This is such an impactful thing you could do for your operation. Start doing it right away. Confirmation calls, scripted checklist on every single call. Alright, go ahead out. Start doing this. I'll see you next week. Profit in business, thrive in life. Thanks for tuning in.

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. Free. All you have to do is click on the link on this page or go to LewisMassaro.com 10rules. So that's Lewis. L-O-U I S Massaro M A S S A R O.com 10rules. 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.