A moving broker, as the name implies, accepts moving leads or booked shipments, and then brokers these shipments to other companies.  These companies are essentially sales organizations and the inherent problem is that they do not have the resources or infrastructure to always live up to their commitments.  Moving brokers have actually significantly damaged the reputation of the industry.  Although conceptually, brokering moves makes sense, the practical application can have disastrous consequences.

WHO IS A MOVING BROKER? A moving broker is anyone who will not actually do the moving for you directly or via their van line affiliation.  It is not always easy to spot a broker given that their names are often designed to confuse the prospect into thinking that they are a legitimate carrier.  In addition, these companies are often very good from a sales and marketing standpoint, and have a tendency to show up on the top of a Google search.  Make sure that you read the fine print, and if you have any doubts, ask whether the person that you received the estimate from is, in fact, a broker.  More useful information is available at the following government website:  www.protectyourmove.gov

WHAT IS THE PROBLEM WITH THE BROKERS? Theoretically there are no problems, and this is a legitimate business model.  The practical implication, however, has revealed unscrupulous selling practices and a slew of stranded customers.  These companies make their money by selling your moving services, taking a significant percentage, and then giving your move to a carrier.  Because the cost structure is so low and their reputation so bad, most legitimate movers have no interest in associating with brokers.

WHAT IS BEING DONE ABOUT THIS? The industry has been lobbying for legislation to curtail the activities of moving brokers and rogue moving companies.  In 2011 some legislation passed that will certainly hamper the ability of these companies to operate in the same questionable fashion that they have historically.

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.

Cynthia Manke

Despite current economic conditions, Olympia Moving & Storage has grown over the last couple of years.  To help facilitate this growth, the company has just hired two new team members.

Cynthia Manke joins Olympia with a background in client services, and was hired for the position of Quality Manager.  In this capacity, Ms. Manke’s primary focus will be on optimizing the client experience and helping to consistently deliver the “wow factor.”

Frank Landino

Olympia is also proud to announce the hiring of Frank Landino; an industry veteran who joins the company in the role of Sales Manager.  Mr. Landino’s record of consistently delivering on behalf of his clients strongly reflects Olympia’s values and culture.  We believe he will be a great addition to the team.

The hiring of Mr. Landino also represents an operational expansion, as Olympia is in the process of establishing a satellite office in New Hampshire.  This office will service both Northern Massachusetts and Southern New Hampshire.