Where Are Those Movers Anyway?
As a Realtor, we are helping our clients plan their moves; giving recommendations and referrals to various vendors, such as movers. I just sold my home in The Woodlands after 15 years of accumulation. I had no idea I had so much junk! Anyway back to the story. So Saturday was moving day. I had made the appointment with a local moving company. It would take three guys and about three hours to empty out what was left of my 15 years of life there. On Friday got the call from the movers to confirm my 9am appointment so with Starbucks in hand, I was ready. This is where the problem started.
Needless to say at 10am, 11am, or even 12pm the movers had not shown up or even called to say Hi! Mind you this was not a mom and pop moving company. This is a company that had been in business for 20 years. I had heard nightmare stories about moving companies not showing up, or destroying valuables, but no way would this happen to me. After several phone calls to their office, and hearing absolute lame excuses and blaming of the crew, I wondered to myself, as someone who works in a customer relations industry, if I needed to re-evaluate the way I deal with my own clients.
In my case the movers, had just not put me on the schedule even though they confirmed my appointment. The representative I spoke with on Saturday was apologetic, however was not honest about what had happen instead tried to blame his crew for not answering their phones and going to the wrong job. Then another excuse was they had a very large move that morning and it took longer than expected. I understand delays; however the problem was they never called me at all. If I had not made the call to their office, I fear I would still be sitting on boxes. No Communication at all.
As Realtors, we are taught that communication and follow-up are key elements to our success. This incident makes me question how effective is my communication with my clients? Are they getting what they need? Do I take responsibility when something falls through the cracks, as it most certainly will? If I fail at communicating with my clients will they refer me to their friends and family?
Referrals are big in our industry. We are on a job interview most of the time and don’t even realize it. But, I would think if I am a moving company working for a Realtor, someone who could potentially refer me to lots of new business, I would make a little bit of effort to show why I deserved it. I did get a call from the owner of the company on Sunday; he also apologized, but said he was not in the office and did not know how it went wrong. Sorry that’s just bad business.
I ask for feedback from every client I work with, I like knowing where I need to improve and what I have done right. In a service driven business we can only get better. My recommendation to Mr. Mover, make sure to communicate with your customers and that your team does the same. Being out of the office is not an excuse. I will give kudos to the crew of two instead of three; they rocked and got it done in 6 hours!