Louis Massaro walks moving-company owners through building an "On-The-Move" checklist that breaks every job into five phases: arrival, pre-start, load time, delivery, and completion. Each phase gets specific actions, from greeting customers to ensuring crews wear protective pads. The goal is turning what experienced movers know into repeatable steps that every team member follows.
Next thing we need to do to systematize your moving operation is you need an on-the-move checklist. If you think about everything that you want your movers to do, right? What are the steps? And you break it out, like upon arrival, here's what I need you to do. I need you to go in, I need you to shake the customer's hand. I need the crew to have pads on their shoulders, shrink wrap under their arm, look like they're there ready to work. So whatever it is that you do, whatever it is your best guys do, sit down, make a checklist, get with your management team and just say, "You know what? We're making our On The Move checklist today." Break it up into a few sections: upon arrival, right? So, and before we start the move, at load time, when we get to the other house, right? The delivery, and when we're finished.
