In order for a move to be successful, everyone needs to do their part and act as a team. Many people touch one job and each represents your agency and our van line.
First, conversations with the customer that take place may be from your salesperson or our customer care representative. Their tone and friendliness set the foundation for the customer.
Next is the person who knocks on the door to do a survey. They need to present themselves as a professional, exceed expectations and do a thorough survey to convey all particulars to help the packers, the driver and operations.
Now comes the time of the move when the packers are set out to pack the customer. How they present themselves and properly pack will greatly effect the move. From labeling boxes correctly to using the proper boxes, what they do will decrease claims and assist the loader.
OK, now it's move day. The driver arrives. Before he even does anything, many people have already set the bar for a successful move. We are all one team. If someone fails, we all fail.
The driver needs to do his job from the first walk-through to providing the proper documentation to prepping the house before he even begins the loading process.
If the move goes to storage, then a whole set of other people become involved from the warehouse crew to the delivery-out crew....again representing one move...one team.
After the move, there may be a claim. As careful as we are, things can get damaged. The move is still alive to the customer so now the claim staff is part of our team.
Of course, throughout the move, there is also the dispatch team at the home office and at the agency level that have to do their job. They gather and transfer all the information in a timely manner and choose the appropriate ride to accommodate all dates and the customer's needs.
This is our challenge: To train all involved in understanding that we are all somehow connected.
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