It is ultimately the movers themselves who largely dictate the client experience.  Finding great movers capable of delivering on our service commitment is a constant challenge.  Regardless of the training we provide, there are some inherent characteristics that we try to identify as part of our hiring process.

• Listening: A crew chief needs to be able to quickly synthesize information emanating from his team and the client.  It is imperative that they listen, comprehend, and then act.
• Endurance: Physical strength is obviously one facet of the position, but endurance and mental toughness are much more important.  Running up and down stairs for 8 straight hours is about willpower; and the best movers are not necessarily the strongest.
• Communication: A crew chief needs to be able to maintain control of a very dynamic environment and ensure that everyone is on task and that the job is on estimate.  They need to quickly and efficiently communicate with their client, team, and dispatcher in order to ensure a smooth move.
• Understanding: Despite the pressure to complete the job on-time and on-estimate, it is also important that a crew chief is capable of understanding client concerns and, as necessary, modifying his approach in order to adequately address these concerns.  Keeping the client abreast of progress also helps to alleviate any unnecessary stress.
• Accountability: We need people who are accountable for their actions.  Ultimately the crew chief is in charge, and anything that happens over the course of the move is a reflection on his performance.
• Ambition: Taking charge of a moving crew requires leadership and quick decision making.  We look for crew chiefs that seek out challenges and want to be held responsible.
• Leadership: A good crew chief may be managing up to 25 people on a commercial job.  They need to load the truck, but also control the process and the team.  All of this while simultaneously setting and managing client expectations.

We are always looking for great people.  If you, a friend, or colleague might be interestesd in learning what it takes to become a crew chief at Olympia, please contact Josh Croteau, Head of Recruiting, at: jcroteau@olympiamoving.com.  For more information, go to: www.olympiamoving.com/about/careers/open-positions

A good move hinges upon communication, preparation, planning and teamwork.  However, it can be difficult to sort through the available information, in order to identify these qualities in the companies that are competing for your business.

Following are some tips for separating the best from the rest.

1. Did the sales representative arrive on time for your in-home appointment, or were you getting excuses right off the bat?
2. Did the sales representative dress in a respectful manner indicative of the fact that he/she was being invited into your personal domain?  In case there was any doubt, a tank-top does not qualify as respectful.
3. Were all of your questions answered to your satisfaction?  By the end of the appointment, do you feel that you understood the process?
4. Once the appointment is finished (but before you commit), try calling the main number and asking for “customer service.”  This can be quite revealing in terms of the level of service you can expect going forward.
5. Assume that there is a wide degree of variation between movers, and let the company’s representative explain to you what the salient differences are.
6. Disregard any company that is not interested in reviewing an itemized inventory  list over the phone or in-person.  It is imperative that the moving company understand the scope of the job before accepting your business.  To send 3 movers and a truck to a client’s residence without a detailed understanding of the requirements is a recipe for failure.
7. If at all possible, make a surprise visit to the company’s warehouse/offices.  Out of all of the suggestions listed above, this will likely be the most illuminating.  Moving is about the details and “getting it right,” and it is amazing the more people do not take the time to properly investigate who will be handling their personal possessions.  A messy warehouse, parking lot or office is a strongly negative indication of performance.  If you feel, in any way, that you are not welcome at the facility, then you should not consider using the services of that company.

Although you could probably write a dissertation on this topic, there are a few basic conditions that have factored into the largely negative reputation that the moving industry currently maintains.

1. In 1980 the moving industry was deregulated and has suffered from a lack of leadership, performance standards, and self-policing ever since.  There are very few barriers to entry, and enforcement of state and federal regulations has been lax.  This has created a scenario in which the companies that are striving to deliver an exceptional service (like Olympia) are forced to compete against “rogue movers” who do not carry the requisite insurance, have no infrastructure or training protocols, and are simply trying to make as much money as possible before they are eventually shut-down by the authorities.
2. In the 90’s, the Yellow Pages allowed business owners to delay payment on advertising.  This gave dishonest movers an opportunity to place a full-page advertisement, which they had no intention of ever paying for…but which gave the impression of legitimacy. These same companies would only accept cash, did not carry insurance, and had a lifespan of approximately 18 months.  Essentially these were criminal enterprises masquerading as moving companies.
3. Despite the plethora of really bad movers, the industry has not been able to effectively communicate what distinguishes a good mover from a bad mover.  If prospective clients are not armed with the information that they need to make an informed decision, then cost becomes the decisive criteria by default.  This scenario creates downward pressure on pricing which, in turn, further impacts service levels.
4. Moving is an inherently invasive process that makes people anxious.  If expectations are not properly set, or there is poor communication, this anxiety can quickly escalate into panic.  The negative reputation of the industry is, at some level, a self-fulfilling prophesy.  When a mover arrives at a client’s home, trust is not granted on the front-end, but rather must be earned.

The takeaway from the above is that, when selecting a mover, do your homework.  What company you choose to move your personal property is an important decision that should not be taken lightly.  Visit the Moving Resources page on our website to learn more information about choosing a moving company and/or preparing for your upcoming move.