February 20, 2017

What do customers really want?

Moving is stressful. Here’s the thing – having years of experience or being owner operated doesn’t always matter to customers.

Customers we spoke with indicated they want someone who will deliver on their promise of a good service. Basically, they want a mover they trust. 9 out of 10 customers agree that moving is a hassle and requires a lot of planning. Focus on what you can do to make your service great and you WILL get those referrals. It’s not always easy, but neither is lugging a box up a flight of stairs.


Follow Through

How many customers have told you upfront they’ve had a bad experience moving? The last mover broke a leg off the couch or shattered an expensive dish. They promised to fix it but didn’t. Don’t be that mover, avoid promising something you can’t deliver. Earn trust by being upfront, honest, and following through with what you can. That’s essentially what people want – someone they can trust. If you can be that company, you will be the one getting referrals and growing your business.


Be Responsive and Communicate

Most customers buy moving services based on initial contact. They’re more likely to hire the company that’s first to respond to the inquiry. Being responsive to answer questions gets you more business. It is a sense of comfort for customers to know they’re working with a mover they can easily reach. Don’t leave customers waiting – get estimates sent out promptly in writing, make those confirmation calls and respond to questions. Communication is key.



The stress that comes with moving is enough to make any normal person fly off the handle. They already have a lot on their plate with moving in general, so make it easy. Give customers quick and easy access to quotes and allow scheduling both online and over the phone. Stay away from industry terms like double drive time and bill of lading. Keep your responses and the process simple for the customer. They will love you for it.

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