The quality of a moving company's customer service should be a determining factor when hiring them. As you go about the process of finding a mover, there are several things to consider -- like whether the movers are licensed and insured and if they handle the move you'll be undergoing. On top of everything else, you'll want to consider how the company treats its customers.
To find out if a potential mover has a great customer-centric approach or not, ask about their policies regarding all aspects of the move. Use the following tips to find out if a potential moving company puts its customers first.
Do the customer reviews mention their customer service approach?
The easiest way to find a company with great customer service is to look through reviews. Past customers who have gone out of their way to leave a review will give you a better scope on how the company operates. It's up to you to determine if the review will help your specific situation.
Usually, when a moving company offers bad customer service, a customer leaves a negative review and warns other potential customers to stay away. Movers.com provides real reviews from real customers to give you a great start in finding the best mover for your move.
Does the moving company perform an in-house assessment?
The first step in choosing a mover is to get an estimate from them. This should occur only after the mover comes to your home to personally inspect your belongings. This is the only way to provide an accurate estimate.
Estimates provided over the phone will not allow the movers to get a feel for what your shipment is like and how to properly prepare to pack your items. As a result, they may not bring the right packing materials and supplies with them on moving day, making the process more complicated.
During the in-home evaluation, you can ask them how they will go about the packing process. Find out what methods and materials they will use and how many people will be in your home to pack your goods. You can also ask how they will pack up your more fragile items, such as artwork and antiques.
A moving company that provides quality customer service should be explicit about any extra fees. For instance, if the movers will have to go up or down several flights of steps or if they won't be able to park a moving truck on your street, you may have to pay extra. A good mover will let you know about these charges beforehand.
Do the movers properly document the details of the move?
There are several important documents your mover should give you. Before committing to a moving company to handle your move, make sure they will provide you with the following documents:
- Your Rights and Responsibilities When You Move: If you are moving across state lines, your mover should provide you with this booklet. Created by the Federal Motor Carrier Safety Administration, this booklet lays out everything that is required of a moving company. If a potential mover doesn't agree to give this to you, then they are already breaking the rules and probably won't put their customers first.
- Bill of lading: The bill of lading is the contract between you and the movers. It will lay out all the terms and agreements of the move. Before signing the bill of lading, thoroughly read and understand it. Don't forget to ask your mover to explain anything that is confusing or incorrect.
- Inventory list: The inventory list includes all the goods being moved as well as a description of the condition of each item. This will allow you to assess if any items are missing or broken after the move.
What will the movers take responsibility for?
You should also find out if the mover will take a customer-centric approach when performing the actual move. Ask about their moving policies to find out what measures they will take to keep your goods safe during the move. Also, you'll want to know how they will protect your home during the move-in and move-out stages. If the movers aren't willing to take the steps to protect your floors and walls, then they obviously don't have much of a focus on customer service.
You should know the answers to the following questions before hiring a moving company:
- What is the moving company's claims process? After all of your goods are delivered to your new home, it is advised that you look every item over for any damage. If anything is damaged, you'll need to file a claim as soon as possible. Prepare yourself for this event by asking your potential movers about their claims process. If they don't share this information with you, then you're probably better off using another company.
- How does the moving company load and unload? Removing your belongings from your home and loading them onto the moving truck is one of the most important parts of any move, which is why it's important to discuss the policies when it comes to loading, so you can figure out the logistics of the process and make sure everything goes smoothly on moving day.
- Is the moving crew trained in proper safety techniques? In regard to loading processes, the mover should take all proper precautions, such as:
How will the movers prevent damage to your floors, carpets and walls as they remove the goods from your home and put them in the truck? What measures will the movers will take to protect the inside of your home? Find out if they will lay out runners or other protective materials to place over your floors if it is raining on your moving day.
- Having the right equipment
- Following the appropriate safety procedures
- Making sure the truck is loaded with the weight balanced evenly
How experienced are the moving company's drivers? If your street is too narrow for a large moving truck to safely park in front of your home, the company may have to use a shuttle service. If this is the case, they will load a smaller van outside your home and drive that cargo van to the larger truck. By having the moving company come in-person to perform an evaluation, they will also be able to tell you if shuttle service will be necessary. If it is, then make sure to ask if you will be charged extra for the service.
Does the moving company unload into your home? Find out if the movers will bring everything to their specified rooms or just leave them inside the front door. You should also ask about their policies regarding furniture setup. Some companies may only set up the furniture once, while others might move everything around until you're satisfied. Additionally, you'll want to know if it's in the company's policy to hook up your appliances for you. A moving company that offers great customer service won't leave until you are happy.
Once you have gathered all the information you need about each potential moving company's policies, you can make a more educated decision and find a mover focused on pleasing its customers. If a moving company doesn't seem to have a good customer-centric approach, keep looking for a mover until you find one that does.