Customer satisfaction is key for all businesses today. For movers, the customer experience can make or break your online reputation. Here are three tips you can implement today to increase customer satisfaction:
- Reward employees for a job well done: Happy employees make happy customers. Moving is one of the toughest jobs. It is important work. Say thank you to your employees. Remind them how valued they are and that the work they are doing is helping people in one of life’s most stressful times.
- Set a standard follow up process: Have a protocol for follow up. Communicate, communicate, communicate. Remember to use simple language as customers do not understand many of the industry terms: double drive time, CPUC, bill of lading. Two days prior provide a call to confirm and see if your customers have any other questions. Send them moving tips to help them prepare and be a good customer. Customers often call movers the day before the move because they’re still worried they may not show up! Be responsive in your communication with customers.
- Give a time window for the move: Tell a customer the move starts at 8:00am and arrive at 8:01, you are late and start the move off on the wrong foot. Give the client at least a one to two hour window. When you show up at 8:30am you are right on time and already a hero.