No matter how prepared your moving company is, emergencies can happen. But what separates the good movers from the bad is how you handle emergencies and resolve conflict on move day. Because let’s face it, when dealing with trucks, furniture, and customers, there’s bound to be some snags along the way. But if you’re prepared to handle difficult situations, your customers will be impressed and will be more likely to recommend your services. Here are some common emergencies on move day and the best ways to resolve them.
What to Do if the Truck Breaks Down
If your truck breaks down and it looks like there’s a major problem, the first thing to do is to inform the customer and apologize in advance for any delay that may result. To keep the customer calm, be prepared to offer resolutions. Resolutions can include:
- A discount if the delay takes more than x time
- Arranging quickly for another company truck, and deducting the delay in time from the total cost
- If no other truck is available, renting a truck is another option, at the expense of the company, not the customer
What to Do if the Furniture Won’t Fit
If large pieces of furniture like sofas or bookcases won’t fit in the customer’s elevator on either end of the move, it’s up to the movers to be creative. This can include schlepping things upstairs or arranging a sturdy lift from a window. If using the stairs or hoisting the furniture will result in an extra cost, the customer should be informed right away, before the service takes place, so they won’t be surprised when they get the bill.
What To Do if the Mover Can’t Continue the Job
Unfortunately, sometimes a mover’s work can be interrupted by things that they have no control over; such as an elevator or parking lot cut-off time, scheduling conflict, or an injury on the job or personal emergency.
In the case of building cut-off times, moving companies should do their due diligence before starting the actual move and find out if any building restrictions exist. You can find this out when you call the customer to confirm the time and date of the scheduled move, which is just one of the benefits of a confirmation call.
In the case of time limits, it can sometimes happen that movers underestimate the amount of time the move will take, and may not have finished moving one customer while another customer’s move has already been scheduled. In this case, make sure to unload the most important items first, like beds and clothing, then arrange for overnight holding and delivery of the rest of the items on the closest possible date.
In the case of injury or personal emergency, make sure to have a replacement on hand who can step in at a moment’s notice and continue the job without a hitch.
Be Honest and Upfront
In all scenarios, if anything will result in additional fees, make sure to tell the customer upfront. Discounts also go a long way when possible and act as a sort of apology when things go wrong. And even though emergencies are not under your control, customers appreciate both the gesture and the savings.