Louis Massaro explains why moving companies need a scripted confirmation call 1-2 days before the move. Verify the destination address, agreed charges, and whether the customer now needs packing or storage. The call catches problems early and creates natural moments to upsell additional services.
Scripted confirmation call. So a confirmation call, something done by usually dispatch or a dispatch assistant or a customer service agent, um, depending on how large your company is, how many people you have, how you have it structured. But 1 to 2 days before the move, you've got to call the customer and do a scripted confirmation call. So now the confirmation call allows them to go back through and find out, you know, first make sure the address is correct. Make sure that they understand the charges. Find out if there's going to be any packing, right? A lot of times you have, they didn't need packing when they first set up the move, but now they're scrambling to get the packing done. There's an opportunity there to upsell packing as well. Find out if there's going to be any storage. You know, they might have thought that they were going to bring everything to the new house and then realize that they need to you know, something's not going to fit, right? Let them know you have storage as well. There's an opportunity there for upsells.
