With offices in Boston (MA) and Alexandria (VA), Olympia Moving has to contend with a lot of tight stairways and small spaces.  The practical reality is that sometimes larger pieces simply will not fit, and therefore hoisting and/or craning is required.

Hoisting:  “Hoisting” or “hand-hoisting” is essentially a human crane.  When an item will not fit into a given space, it can be brought in or out through a window or over a balcony.  Typically a minimum of 3 movers is required to safely conduct a hand-hoist.  Two movers will be responsible for raising or lowering the piece, and one mover with a “tether strap” is responsible for safely guiding the piece away from any obstacles. To be clear, this is a delicate procedure that requires significant training and should NEVER be attempted except by a professional mover.

Craning: If a piece is too heavy (a piano) or cannot be safely hoisted, a crane will be used.  Depending upon the access on your street, a permit or police detail is often required.  Special training in prepping and rigging is necessary in order to become proficient in craning pieces of any size.

If you believe that your move requires a hand-hoist or a crane, please notify Olympia’s customer service team as soon as possible so that the appropriate arrangements can be made.

In contrast to the suburbs such as Newton or Wellesley, moving in or out of Boston can be a logistical challenge.  Tight streets in the North End, Beacon Hill, Charlestown and the South End require special parking permits and are inaccessible to larger trucks.  It is imperative that you work with a company that is familiar with these areas in order to avoid unwanted surprises.  Plan ahead so that the necessary permits can be obtained well in advance of your move date.

Stairs and tight spaces are a way of life in the Boston Metro Area; and Olympia earned its reputation by proving that we could efficiently and safely operate in these conditions.  When items will not fit, hand-hoisting and/or craning are the two available options.  Both of these require advanced planning and we suggest contacting your move coordinator if you feel this may be applicable to your move.

Given all of the colleges and universities in the immediate vicinity of Boston, timing is relevant.  If possible, we suggest avoiding moving at the end of August or beginning of September when all of the students are moving back to school.  Boston effectively becomes a parking lot during this time which can result in unwanted delays.  If you MUST move during this timeframe, make sure that you schedule your relocation as early as possible.   Olympia operates on a first come first serve basis, and typically the end of August books out 4-6 weeks in advance.

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.

The practical reality of the moving industry is that, unless you opt for a full-service relocation, you are making a commitment to being fully packed and prepared; at the same time that the moving company is making a commitment to delivering your goods in a safe and timely fashion.  Because there is typically a reciprocal obligation, I thought I would take this opportunity to spell out what it takes to be a great (and ultimately satisfied) Olympia client.

PLANNING: Take this time to plan your approach to your upcoming move.  We understand that you have closings and a host of other issues to contend with, but waiting until the last minute leads to unwanted surprises on move day.  Effective planning also saves time.

PREPARATION: Use the resources at your disposal, including the literature, website, and Olympia personnel to help understand what it means to be fully prepared for moving day.  The concept of being “fully prepared” is a somewhat nebulous one, but here are some basic suggestions:

• Eliminate unwanted items before move day
• If you are doing your own packing, get a free delivery of packing supplies well in advance of your move
• Make sure that all boxes are labeled and fully sealed
• Stack boxes one tier deep against the walls so that the movers can access all items in a given room
• Set aside items that you will need in a separate area that is clearly marked (keys, passports, documents) to ensure that they do not get packed
• Set aside cleaning items that will be needed after the moving crew has departed
• Identify where furniture will be placed at the new locations so as to avoid delays during the delivery
• Additional preparation tips are available HERE

PACKING: Label carefully and consistently.  Do not wait until the last minute and, if you think you are going to need some additional help, contact your Olympia move coordinator as soon as possible so that we can schedule a packing crew.  If there are items that you are not comfortable packing (lamps, lamp shades, stemware, paintings), make sure that you also notify your coordinator so that the crew has the requisite materials and equipment with them on the day of your move.

COMMUNICATION: Our best customers are those who understand the importance of details and of communicating those details.  You need to keep us abreast of any new developments, not make any assumptions, and be available to the crew throughout the process.  It is imperative that you are physically present during both the loading and unloading of your items.

PARTICIPATE IN THE PROCESS: The movers work incredibly hard on a daily basis and are there to help you relocate to your new home.  They are not your adversaries and should be treated with respect.

REVIEW: We spend countless hours on training and process-related issues.  We work hard to ensure that your experience is a positive one, and would hope that you would take the time to provide feedback and offer suggestions.  Ultimately it is these suggestions that provide the foundation for our ongoing training and allow us to improve.

TIPPING: Tipping is really at your discretion and there are no minimum requirements.  If you choose to tip the movers, take the time to explain what they did to deserve the tip and/or any suggestions that you might have.  You can also demonstrate your appreciation by providing drinks or making water available.  These small signs of encouragement recognize how hard the crew is working and, while not mandatory, are indicative of a great customer.

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

To be clear, every moving company is going to be able to show you some positive reviews and, likewise, every moving company is going to have some negative reviews floating around in cyberspace.  This is simply a function of being in a dynamic service industry where it is impossible to satisfy all of the people all of the time.

Here are some tips and resources that might help to clear the fog and narrow down the list of potential service providers for your upcoming move.

REALTOR: If you are using a realtor, ask who they recommend and why.

REFERRAL: Talk to your neighbors and see if they have any suggestions and/or a great moving experience that they would be willing to share with you.

BUSINESS LONGEVITY: While longevity does not necessarily directly equate to service excellence, a lengthy track-record is indicative of stability.

FMCSA: Go to fmcsa.dot.gov and search for the companies that you are considering doing business with (given that moving companies often have similar names, it is preferable to search by the unique DOT or MC number instead of by name).  This search will tell you whether there have been any significant service gaps or violations, and whether the carrier’s credentials, licenses, and insurances are up to date.

WEBSITE: A company’s website is, in part, an advertisement, but it is also where they choose to tell you who they are and what their values are.  Take the time to read through the competing sites and make sure that their message resonates with you.

MOVINGSCAM.COM: Started as a platform to report on negative moving experiences, this site has morphed into a business that accepts advertising dollars.  Having said this, it still has some value.  While one negative review is not necessarily indicative of a company’s overall performance, a pattern of misleading or questionable behaviors is certainly a warning sign.

BETTER BUSINESS BUREAU: While there is no hard and fast rule as to what represents an acceptable performance score, I would suggest that it is not worth doing business with a company that maintains anything below a B+ rating.

SOCIAL NETWORKING SITES: There are countless review sites including Google, Angie’s List, Consumer Checkbook, Yelp etc.  It is worth reading through these sites to get a flavor for the reputation of the companies with whom you are considering networking.  At the risk of the obvious, I would also tell you that “you can’t trust everything you read on the internet.”  Some sites allow reviews that were obviously produced by the companies themselves, while there are also negative review submitted by and against competing carriers.

GO VISIT THE MOVER: Show up unannounced and take a quick tour of the facility.  What is the condition of the warehouse, trucks, equipment?  Is the staff in uniform?  Is there someone onsite that can answer questions about your relocation?  This is truly the best way to avoid unwanted surprises on moving day.

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.

The moving industry has, over time, developed a vernacular that is exclusive in nature.  It takes years to become fully acquainted with the terminology and the surplus of unnecessary acronyms. 

The practical manifestation of this reality is that moving estimates can be extremely difficult to comprehend.  This is especially true on interstate shipments, where many of the movers themselves would be hard-pressed to define all of the specific line items referenced on a given quotation.

Having said this, ultimately you need to relocate your personal property from point A to point B, and therefore you should focus on the following common elements/questions in evaluating a potential service provider.

1. Weight: How much weight is being estimated? If you are comparing quotes, ask the competing companies to provide you with a quote based upon the highest estimated weight.  If you rececive any quotations based upon cubic footage, simply eliminate those companies (while there are some subtle workarounds, it is technically illegal to provide interstate pricing based upon anything other than weight).
2. Packing: How much packing and how many containers are included in your estimate?
3. Services: Nobody likes surprises when it comes to moving.  What (if any) are the potential additional charges?  Make sure to ask about “shuttle charges” at the delivery residence.
4. Estimate Type: Is this a non-binding, binding, or not-to-exceed estimate?
5. Who is conducting the move?  Will the company that you are speaking with actually transport your shipment directly, or is the salesperson that you are working with representing a larger van line?

In the interest of helping prospects and clients to navigate the industry terminology, Olympia has included a glossary of terms on our website.

The bottom-line is that, while all interstate carriers are required to have some “legalese” in their document, if your representative is not able to fully explain the estimate, or you have concerns that the estimate is intentionally nebulous, simply cross that company off your list.

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.

Based upon the numerous questions Olympia Moving has received since the release of this blog, we felt that we should address some of the most frequently asked questions relating to tipping protocols.

Tipping Movers at Your Discretion

Is tipping mandatory? Tipping is not mandatory and you should never be made to feel otherwise. Tipping is at your discretion and should be considered a reward for an exceptional performance. If you feel the movers provided a superior service, a tip is certainly appreciated. If you feel that your movers did not live up to your standards, then no tip is required.

How Much to Tip Movers

How much should we tip? There is no hard and fast rule on this and tips generally range anywhere from $20 to $100 per crew member; contingent upon the size and scope of the job. Typically, the larger the project, the larger the tip; however any tip is always appreciated.

Which Moving Crew to Tip

Do we just tip the driver, or the whole crew? Most people just tip the driver, and then the driver distributes the money to the rest of the crew. Some clients prefer to tip each individual crew member (which is also fine). Occasionally, clients will tip each crew member a different amount; however given that the crews work together as a team; this approach is not advisable.

Who gets the tip? The crew retains 100% of the tip.

Finally, if you do choose to tip the crew, we suggest that you take the opportunity to tell the crew what they did to deserve a tip and provide some constructive criticism. Any professional mover will relish an opportunity to receive feedback directly from their client.