Written by: Nathan Steele
Date:

The moving process is often a partnership between the moving company and the clients. One cannot exist without the other. And, for a perfect move, both need to give their best. However, as a moving company, your reputation will depend on what your clients think and say about you. They will write reviews or complaints, and moving brokers like Verified Movers will then investigate it and further recommend you or not. What’s more, the moving day itself can be quite a stressful experience, so you will want to do your best when improving customer satisfaction. If this is your concern, then today you are in luck! In this article, we take a look at how to make your clients smile and love working with you!

Transparency is the first step to improving customer satisfaction

Clients are always happy when they know what’s happening during each step of the move. After all, the unknowns are what’s causing the most stress! So, in order to make your clients as happy as possible, ensure that you are completely transparent with the whole process.

Those moving for the first time (and even those that aren’t) might have a lot of questions for you. When screening for companies, people love questions! They can ask you about your licenses, or your insurance policies. It’s a smart idea to also get some references which they can call! And sometimes, you might not feel like providing all of this information – but it is essential. After all, would you move with a company that doesn’t disclose this information?

question marks

People will have a lot of questions, so ensure you have the answers they need!

Even more so, people might have a lot of moving questions they will want answers to. Ensure you are there to help them by being transparent. Be patient and detailed, and your clients will appreciate it! This will boost their satisfaction – and your rating with them. What’s more, it will also reduce the amount of stress they are dealing with. In the end, this can be the start of an amazing moving experience!

Get your estimate right

Another thing that people hate dealing with is the budget. This can be quite an exhausting part of every relocation, and allocating money to one chore or another takes time and energy. What’s more, being transparent with how you price your move can sometimes be tough to do. This is because there might be some circumstances that you did not plan for. Extra furniture can appear, or traffic can be quite hectic in the area. For this reason, a lot of moving companies estimate moving costs loosely and give the final invoice at the end of the move.

However, if you really want to work on improving customer satisfaction, you should try to do this prior. They will appreciate knowing exactly how much money they will spend on your services! This doesn’t have to be as hard on you as you might think. While working, all you need to do is pay attention to the trends. You should quickly get a good idea of how much a typical move will cost based on the size of the home.

calculating the costs

Try to help your clients understand the costs of the move.

Secondly, you will want to talk to your client about everything that goes into making the final cost. If you charge by an hour or rent a truck, make sure you mention it. If you include packing fees or any other extra fees, ensure your client knows this. This way, they will not be shocked when you give them an estimate, and they will be able to work your services into their budget. Remember, your quote doesn’t need to be exact. However, you should never pull a bait-and-switch and change your rates by a huge margin. Instead, od your best to approximate the full cost before the move!

Work on improving customer satisfaction by staying in touch with them

However, the budget might not be the customer’s worst nightmare. It’s you picking up their things going missing with their home. They might even be anxious about you not even appearing on a moving day, while you are waiting with all your boxes on the curb. This is why you will want to check in and keep in touch with your clients.

a woman on the phone

Make sure you stay in touch with your clients to ensure they are happy with the experience.

First, you should try and avoid giving the exact time of your arrival. Instead, give them a window for your arrival for their moving checklist. This way, you can check back with them often and ensure they know where you are, and when you will arrive. You will also be respecting the deal by appearing in the window. Check-in with clients at the beginning of the week, as well as 24 hours prior to the window you gave them. Ensure to also talk to them about being late. They might not be the happiest, but knowing this will help with improving customer satisfaction.

Ask them to leave a review

You should also ensure to check in with your clients after the move is over too. You will want to make sure that they arrived safely to their home – along with their items! At this time, you should ask them about their experience too. Tell them you are working on improving customer satisfaction, and ask them if they would write a review of your company. Let them know they are free to write about both positive and negative experiences. They might even want to become your reference, so don’t be afraid of asking them, too! This way, you will help your company – as well as establish trust with your client base!